SLM Question - Availability - Goal

[Covert, Jack]

Hi guys.  I read what I sent last night regarding my question and I must
have been more tired than I realized as it wasn't very clear.  Let me
try again...

Overview:

We want to do 4 things:

1.  Document a goal for availability %

2.  Document actual availability %

3.  Document Whether we've made or missed our target.

4.  Show at the agreement level how often we made that target.

Details:

1.  Document goal availability %:  This appears to be the root of the
issue.  I see in the SLTs that you can set milestones based off of
availability %, and I can do a push fields, notifications, etc.  But
where do I put the goal?  The goals tab doesn't appear to support target
availability.

2.  Document actual availability %:  This appears to be covered by the
SLM tool (we will use CI Outages).

3.  Document made or missed:  This doesn't appear possible as the SLT
doesn't know what the target is.

4.  Show at the agreement how often we made that target (compliance):
Again, because we never set a target, I'm not sure how we can reflect
performance at the agreement level.

Anybody else run into this?

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

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SLM 7.5 or 7.6 / CI Outage / Availability %

[Covert, Jack]

Hi all.  So I've been trying to figure this out for a while and it seems
like I'm missing something obvious.  I'm hoping one of you can answer
this for me.

I have an SLA that I need to build.  I want to service level targets for
incident response/resolution times, etc - that's straight forward.  I
also have a set of servers that I want to track availability % (say goal
of 98).  How do I, with the Service Level Target for CI
Outage/availability%, set a goal so I know when I'm close or when I'm
breached/close to breaching on a given server?  I see compliance and
warning levels on the SLA, but that is for the SLA in general, I want to
see per server.  I suppose I could set the SLM status manually with a
milestone but it doesn't seem like my need is very unique, it seems like
there should be a goal and a warning value I should be able to set and
the tool would take it from there.

Am I missing something?

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

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http://collaborate.mckesson.com/sites/esm/remedy 


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Re: Logic in active links vs. filters

[Covert, Jack]

Something we originally did with our governance (and are in the process
of re-adopting) is to set a prioritization scheme for enhancement
requests (I didn't make this up, I stole - I mean borrowed/modified
this).

Anyway, every factor has a numeric rating.  Factors include ease of
implementation (easier it is to do it the higher the priority), number
of users benefited (the more people it benefits the higher the
priority), whether this is mandated by compliance, senior management,
etc.

So if you have something that is easy to do and benefits a bunch of
people, that's a no brainer.  Difficult to do and only benefits a few
people, not unless it's mandated by compliance/senior management.  We
are working on setting a minimum priority score, if it doesn't make the
grade they get a thumbs down from governance.  It's all math, it's very
consistent and keeps people from letting passion, rather than reason
make decisions (well, it helps ;) ).

More fodder for the fire, happy Monday.

Jack Covert

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 Mueller, Doug
Sent: Monday, April 19, 2010 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Logic in active links vs. filters

--_000_5D162195414F544CAB0A9266F71BBD3913AF334EA8PHXCCRPRD01ad_
Content-Type: text/plain; charset=us-ascii
Content-Transfer-Encoding: quoted-printable

Jason,

I always try and expand the question when I answer because often the
real a=
nswer is part of the bigger topic
and just answering the details obscures the real best practice.

So, as you note in your message, often there are requests to do things
jus=
t because.  Not for any clear
benefit or business value, but just because it might be cool or someone
hea=
rd something that they thought
sounds interesting -- regardless of value.  So, first, it is to remind
the =
requestor that things really should have
uses and clear value before just adding things.  Otherwise systems get
out =
of control, slow, and unwieldy.

This is the hardest thing for many developers to do because they know
that =
they could just do it and it is
easier to just do it than to really work on trying to do it right/best.

However, you always have a case where they say -- just do it.

So, for these cases, I suggest falling back on the simple rule:

Active links are for managing the current screen for the user.  Whether
tha=
t be messing with visibility or
loading data values or pushing data values to somewhere.  It can be for
pre=
-validating or pre-checking to give
more timely messages.  It can be for giving lists of values to select
from =
or auto-filling related fields based on
the response to one field.  It may be to start an operation or to
trigger a=
n activity.  At the end of the day, it is
all about helping the user interact with the current screen.

Filters are for everything else that is transaction based and
Escalations a=
re for everything that is timer based.

Whenever there is a choice between a filter and an active link, select
filt=
er is a good general rule.  If
something can only be done by an active link, obviously choose it.  If
some=
thing only by a filter, choose it.
But, if both, select filter (and for those cases where you want to give
fas=
ter feedback for something like an

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Re: Logic in active links vs. filters

[Covert, Jack]

I have an old governance doc with details on prioritization that I could
send out, or once we get it re-established I can send it out...

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 Jason Miller
Sent: Monday, April 19, 2010 4:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Logic in active links vs. filters

--001485f90b586b4ee404849f4459
Content-Type: text/plain; charset=ISO-8859-1

Hi Jack,

I really like that idea.  Would the details be something you can keep
the
list updated on as the process progresses?

Jason

On Mon, Apr 19, 2010 at 4:04 PM, Covert, Jack
jack.cov...@mckesson.comwrote:

 Something we originally did with our governance (and are in the
process
 of re-adopting) is to set a prioritization scheme for enhancement
 requests (I didn't make this up, I stole - I mean borrowed/modified
 this).

 Anyway, every factor has a numeric rating.  Factors include ease of
 implementation (easier it is to do it the higher the priority), number
 of users benefited (the more people it benefits the higher the
 priority), whether this is mandated by compliance, senior management,
 etc.

 So if you have something that is easy to do and benefits a bunch of
 people, that's a no brainer.  Difficult to do and only benefits a few
 people, not unless it's mandated by compliance/senior management.  We
 are working on setting a minimum priority score, if it doesn't make
the
 grade they get a thumbs down from governance.  It's all math, it's
very
 consistent and keeps people from letting passion, rather than reason
 make decisions (well, it helps ;) ).

 More fodder for the fire, happy Monday.

 Jack Covert

 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 Mueller, Doug
 Sent: Monday, April 19, 2010 3:44 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Logic in active links vs. filters

 --_000_5D162195414F544CAB0A9266F71BBD3913AF334EA8PHXCCRPRD01ad_
 Content-Type: text/plain; charset=us-ascii
 Content-Transfer-Encoding: quoted-printable

 Jason,

 I always try and expand the question when I answer because often the
 real a=
 nswer is part of the bigger topic
 and just answering the details obscures the real best practice.

 So, as you note in your message, often there are requests to do things
 jus=
 t because.  Not for any clear
 benefit or business value, but just because it might be cool or
someone
 hea=
 rd something that they thought
 sounds interesting -- regardless of value.  So, first, it is to remind
 the =
 requestor that things really should have
 uses and clear value before just adding things.  Otherwise systems get
 out =
 of control, slow, and unwieldy.

 This is the hardest thing for many developers to do because they know
 that =
 they could just do it and it is
 easier to just do it than to really work on trying to do it
right/best.

 However, you always have a case where they say -- just do it.

 So, for these cases, I suggest falling back on the simple rule:

 Active links are for managing the current screen for the user.
Whether
 tha=
 t be messing with visibility or
 loading data values or pushing data values to somewhere.  It can be
for
 pre=
 -validating or pre-checking to give
 more timely messages.  It can be for giving lists of values to select
 from =
 or auto-filling related fields based on
 the response to one field.  It may be to start an operation or to
 trigger a=
 n activity.  At the end of the day, it is
 all about helping the user interact with the current screen.

 Filters are for everything else that is transaction based and
 Escalations a=
 re for everything that is timer based.

 Whenever there is a choice between a filter and an active link, select
 filt=
 er is a good general rule.  If
 something can only be done by an active link, obviously choose it.  If
 some=
 thing only by a filter, choose it.
 But, if both, select filter (and for those cases where you want to
give
 fas=
 ter feedback for something like an




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--001485f90b586b4ee404849f4459
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Content-Transfer-Encoding

Re: how to retrieve incidents which are already been archived

[Covert, Jack]

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=
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thorized to read, copy, disseminate, distribute or use this e-mail
message =
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This e-mail message does not contain financial instructions or
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icrosoft-com:office:powerpoint
xmlns:a=3Durn:schemas-microsoft-com:office=
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xmlns:s=3D=
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xmlns:rs=3Durn:schemas-microsof=
t-com:rowset xmlns:z=3D#RowsetSchema
xmlns:b=3Durn:schemas-microsoft-co=
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xmlns:ss=3Durn:schemas-microsoft-com:office:spreadshee=
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xmlns=
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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://=
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xmlns:mt=3Dhttp://schemas.microsoft.com/share=
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schemas.microsoft.com/sharepoint/soap/directory/
xmlns:ds=3Dhttp://www.w3=
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xmlns:dsp=3Dhttp://schemas.microsoft.com/sharepoint=
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xmlns:xsi=3Dhttp://www.w3.org/2001=
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xmlns:wf=3Dhttp:/=
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xmlns:spwp=3Dhttp://microsoft.com/sharepoint/web=
partpages
xmlns:ex12t=3Dhttp://schemas.microsoft.com/exchange/services/20=
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xmlns:ex12m=3Dhttp://schemas.microsoft.com/exchange/services/200=
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xmlns:pptsl=3Dhttp://schemas.microsoft.com/sharepoint/soap/Sli=
deLibrary/

Resending: Job: ENTRY LEVEL Remedy Administrator / Jr. Developer - FTE - Atlanta

[Covert, Jack]

Hello all.  Sorry about the re-post but I don't think I was clear in
yesterdays email.  I'm looking for an entry level person.  This is an
administrator position.  Creating support groups, categorizations, etc.
We would like to teach the person how to do development as well.  It's
an excellent opportunity for somebody that is somewhat new to Remedy and
wants to make a career out of it.

Also - no agencies please!!

original message below

Hello everybody.  We are looking for a Remedy Administrator / Jr.
Developer.  We are a fortune 20 company in the Healthcare business with
a very strong future.  We offer full benefits that you would see from
most major companies.  The position is in Alpharetta Georgia, which is
about 45 min from Atlanta.

The position is part of a two person team that does the administration
and first level support for our enterprise Remedy application.  That's
you day job.  But what we're looking for is an aspiring developer.
Somebody that wants to learn how to build applications, customize ITSM,
consult with the customer, etc.  We have a development team that is
looking to mentor somebody and promote them to a developer when the time
comes.   So that should be in the career path of any applicant.

Here's what we are looking for:

*   Very strong communication skills (written and verbal)

*   Very strong customer service skills

*   A self starter that can handle having a lot of irons in the fire
at the same time

*   Somebody that is eager to learn!

*   Experience w/ administering Remedy 7 and familiarity with
workflow.  You should know what Active Links and Filters are and when
you use each.  You should be somewhat familiar w/ the back-end forms to
ITSM/Atrium are.  You don't have to know it all but we want a bit of a
foundation.  You must know how to create groups, approval mappings,
skills, and other basic administration activities.

What now?  If you're interested, please send me your resume.  I'll
review it and we can setup a time for a phone conversation.

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Job: Remedy Administrator / Jr. Developer - FTE - Atlanta

[Covert, Jack]

Hello everybody.  We are looking for a Remedy Administrator / Jr.
Developer.  We are a fortune 20 company in the Healthcare business with
a very strong future.  We offer full benefits that you would see from
most major companies.  The position is in Alpharetta Georgia, which is
about 45 min from Atlanta.

The position is part of a two person team that does the administration
and first level support for our enterprise Remedy application.  That's
you day job.  But what we're looking for is an aspiring developer.
Somebody that wants to learn how to build applications, customize ITSM,
consult with the customer, etc.  We have a development team that is
looking to mentor somebody and promote them to a developer when the time
comes.   So that should be in the career path of any applicant.

Here's what we are looking for:

*   Very strong communication skills (written and verbal)

*   Very strong customer service skills

*   A self starter that can handle having a lot of irons in the fire
at the same time

*   Somebody that is eager to learn!

*   Experience w/ administering Remedy 7 and familiarity with
workflow.  You should know what Active Links and Filters are and when
you use each.  You should be somewhat familiar w/ the back-end forms to
ITSM/Atrium are.  You don't have to know it all but we want a bit of a
foundation.  You must know how to create groups, approval mappings,
skills, and other basic administration activities.

What now?  If you're interested, please send me your resume.  I'll
review it and we can setup a time for a phone conversation.

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Re: creating tickets from HPD

[Covert, Jack]

Sounds like the requester information.  OOTB it's lame, it does a lookup
by first name/last name (you're out of luck if you have two john smiths
at your company).  We did a mod so you could provide the corporate id
which is unique.

What do the logs tell you?  What's the exact error?

Jack Covert

Corporate IT
Remedy Support Team

Remedy Support Team Home Page
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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 Renjini Johney
Sent: Friday, March 26, 2010 11:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: creating tickets from HPD

--0016364ec7a8d3289d0482b830fc
Content-Type: text/plain; charset=ISO-8859-1

No , the error is not related to assignment mapping(i am providing the
support compnay, organization and group)
The error says first name, last name etc etc cannot be blank ( even when
i
provide all the mandatory fields on HPD)
This goes away if i assign a support group to the person

Regards
Renjini

On Fri, Mar 26, 2010 at 11:03 AM, Roger Justice rjust2...@aol.com
wrote:

 ** Since HPD:incidentInterface_Create is also creating a new
HPD:Helpdesk
 entry is the error associated to no assignment mapping?



   -Original Message-
 From: Renjini Johney renjini...@gmail.com
 To: arslist@ARSLIST.ORG
 Sent: Fri, Mar 26, 2010 12:05 pm
 Subject: creating tickets from HPD

   **
 Dear All,

 I just have a small question, Is it mandatory for a person to belong
to a
 support group when he/she is trying to create ticket through
 HPD:IncidentInterface_Create.
 If i dont assign the person any support group it gives an error..Will
be
 very good if someone can confirm this

 --
 Regards,
 Renjini johney
 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_




-- 
Regards,
Renjini johney


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--0016364ec7a8d3289d0482b830fc
Content-Type: text/html; charset=ISO-8859-1
Content-Transfer-Encoding: quoted-printable

**
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the=
 support compnay, organization and group)/div
divThe error says first name, last name etc etc cannot be blank ( even
wh=
en i provide all the mandatory fields on HPD)/div
divThis goes away if i assign a support group to the person/div
div=A0/div
divRegards/div
divRenjinibrbr/div
div class=3Dgmail_quoteOn Fri, Mar 26, 2010 at 11:03 AM, Roger
Justice =
span dir=3Dltrlt;a
href=3Dmailto:rjust2...@aol.com;rjust2...@aol.co=
m/agt;/span wrote:br
blockquote class=3Dgmail_quote style=3DPADDING-LEFT: 1ex; MARGIN:
0px 0=
px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid** font face=3Darial
color=3D=
black size=3D2Since HPD:incidentInterface_Create is also creating a
ne=
w HPD:Helpdesk entry is the error associated to no assignment
mapping?br
br
div style=3DCLEAR: both/divbrbr
div style=3DFONT-SIZE: 10pt; COLOR: black; FONT-FAMILY:
arial,helvetica
div
div/div
div class=3Dh5-Original Message-brFrom: Renjini Johney
lt;a=
 href=3Dmailto:renjini...@gmail.com;
target=3D_blankrenjini...@gmail.co=
M/agt;brTo: a href=3Dmailto:arslist@ARSLIST.ORG;
target=3D_blanka=
rsl...@arslist.org/abr
Sent: Fri, Mar 26, 2010 12:05 pmbrSubject: creating tickets from
HPDbr=
br/div/div
div
div
div/div
div class=3Dh5**=20
divDear All,/div
div=A0/div
divI just have a small question, Is it mandatory for a person to
belong t=
o a support group when he/she is trying to create ticket through
HPD:Incide=
ntInterface_Create. /div
divIf i dont assign the person any support group it gives an
error..Will =
be very good if someone can confirm thisbr clear=3Dallbr--
brRegard=
s,brRenjini johneybr/div/div/div_attend WWRUG10 a
href=3Dhttp:/=
/www.wwrug.com/ target=3D_blankwww.wwrug.com/a ARSlist:
quot;Where t=
he Answers Arequot;_ /div
/div/font_attend WWRUG10 a href=3Dhttp://www.wwrug.com/;
target=3D_b=
lankwww.wwrug.com/a ARSlist: quot;Where the Answers Arequot;_
/block=
quote/divbrbr clear=3Dallbr-- brRegards,brRenjini
johneybr
_attend WWRUG10 www.wwrug.com  ARSlist: Where the Answers Are_

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Re: Tool to validate our web service?

[Covert, Jack]

soapUI (free)

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 Charlie Wilson
Sent: Monday, February 01, 2010 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Tool to validate our web service?

--000e0ce03bd8e12f41047e903e3c
Content-Type: text/plain; charset=ISO-8859-1

We are publishing some web services from our non-ARS system that we wish
to
allow ARS systems to consume.  Aside from building a test application in
ARS, does anyone know of a tool that will help us validate our XML
schemas
for ARS 6.3 and/or 7.5?  Hosted/provided by BMC or other?

Thanks for your time.
Charlie


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--000e0ce03bd8e12f41047e903e3c
Content-Type: text/html; charset=ISO-8859-1
Content-Transfer-Encoding: quoted-printable

**
We are publishing some web services from our non-ARS system that we wish
to=
 allow ARS systems to consume.=A0 Aside from building a test application
in=
 ARS, does anyone know of a tool that will help us validate our XML
schemas=
 for ARS 6.3 and/or 7.5?=A0 Hosted/provided by BMC or other?br
brThanks for your time.brCharliebr
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Are_

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Anybody tracking changes to config to the attribute level?

[Covert, Jack]

Hi guys, sorry for the repeat email but I really need to find out if
anybody was able to get this implemented...  See below email and thanks
in advance!

Jack Covert

_
From: Covert, Jack
Sent: Monday, January 11, 2010 11:47 AM
To: 'arslist@arslist.org'
Subject: Anybody tracking changes to config to the attribute level?

Hi guys.  I'm looking for companies that are doing the following (or
something close) so I can ask how you're doing it and how well it's
working out:

Require attributes for each related CI are that are going to change as a
part of their change request be identified.  Reports are generated
automatically for change management to review to make sure that A)  All
changes to a managed attribute in the CMDB have a corresponding change
and B)  all planned attribute values (new os version, new memory value,
etc). match (what was planned vs. discovered).

If anybody is doing this or anything close, please let me know.  Thanks!

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Anybody tracking changes to config to the attribute level?

[Covert, Jack]

Hi guys.  I'm looking for companies that are doing the following (or
something close) so I can ask how you're doing it and how well it's
working out:

Require attributes for each related CI are that are going to change as a
part of their change request be identified.  Reports are generated
automatically for change management to review to make sure that A)  All
changes to a managed attribute in the CMDB have a corresponding change
and B)  all planned attribute values (new os version, new memory value,
etc). match (what was planned vs. discovered).

If anybody is doing this or anything close, please let me know.  Thanks!

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Re: Any other Remedy geeks in Sacramento?

[Covert, Jack]

I was thinking it would be great if we could just meet someplace - don't
need a venue so much (unless it got really big).  Get one of the party
rooms @ a pizza place, we can discuss what projects we're working on,
maybe bring a projector and do some sharing and ramp up from there.

We're working on a lot of cool projects here, I'm sure others are as
well.  I'd love a group that I could use as a sounding board and
inspiration point.

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: Gidd [mailto:g...@buoyantsolutions.net] 
Sent: Thursday, August 27, 2009 7:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any other Remedy geeks in Sacramento?

This is a multi-part message in MIME format.

--=_NextPart_000_006B_01CA26EA.207212B0
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit

Jack,
 
I used to sponsor NoCalRug here in Sacramento until we lost our venue.
Surprisingly there are many Remedy folks here in Northern California and
we used to attract folks from the Bay Area too. 
 
 
 
Regards...Gidd
 

 
  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Covert, Jack
Sent: Thursday, August 27, 2009 7:27 AM
To: arslist@ARSLIST.ORG
Subject: Any other Remedy geeks in Sacramento?


** 

Would be cool to put together a SACRUG group - mostly a chance to have
pizza
and a couple of beers and talk about the coolest tool ever invented
(hint:
not Peregrine).  Thoughts?

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

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Are_


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and/FONT/SPANSPAN=20
lang

Any other Remedy geeks in Sacramento?

[Covert, Jack]

Would be cool to put together a SACRUG group - mostly a chance to have
pizza and a couple of beers and talk about the coolest tool ever
invented (hint:  not Peregrine).  Thoughts?

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Re: THANKS! Anybody running their prod system on VMWARE?

[Covert, Jack]

Thanks everybody, I feel more comfortable now...

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 Easter, David
Sent: Tuesday, August 25, 2009 7:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Anybody running their prod system on VMWARE?

--_000_5D162195414F544CAB0A9266F71BBD3913202B1D36PHXCCRPRD01ad_
Content-Type: text/plain; charset=iso-8859-1
Content-Transfer-Encoding: quoted-printable

=D8  As far as I am aware, VMWare platforms are considered partially
suppo=
rted by BMC

Statements of Direction about virtual support can be found for each
version=
 of AR System.  Here's the one for AR System 7.5.00:

14-Jan-2009 (Statement of Direction) BMC Atrium CMDB and BMC Remedy IT
Serv=
ice Management Virtual Environment Support
PDFhttp://documents.bmc.com/pro=
ducts/documents/83/78/98378/98378.pdf

The following environments are fully supported:


=D8  VMWare ESX Server

=D8  Sun Microsystems Solaris 10 Zones (Whole Root and Sparse)

=D8  Hewlett Packard=AE HP-UX(tm) Virtual Partitions (vPar)

=D8  IBM=AE AIX(tm) Logical Partitions (LPAR)

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

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

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslis=
T.ORG] On Behalf Of Louise Van Hine
Sent: Monday, August 24, 2009 11:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anybody running their prod system on VMWARE?

**
As far as I am aware, VMWare platforms are considered partially
supported=
 by BMC, and last I spoke with them about it, do not recommend VMWare
for p=
roduction systems because they may not be able to assist with a problem
tha=
t is based in VMWare rather than ARSystem.

However, that being said, an architect I have worked with recently who
know=
s a lot about the underlying architecture of VMWare says that it
wouldn't b=
e an issue if you spec the right hardware, memory etc.  Which is sort of
wh=
at Rick's saying here.

--- On Mon, 8/24/09, Rick Cook remedyr...@gmail.com wrote:

From: Rick Cook remedyr...@gmail.com
Subject: Re: Anybody running their prod system on VMWARE?
To: arslist@ARSLIST.ORG
Date: Monday, August 24, 2009, 6:38 PM
** Jack,

Fwiw, I see a growing percentage of installations on virtual platforms
thes=
e days. They need a bit more RAM than a physical counterpart, but I know
of=
 no other significant issues.

Rick


From: Covert, Jack
Date: Mon, 24 Aug 2009 15:20:13 -0700
To: arslist@ARSLIST.ORG
Subject: Anybody running their prod system on VMWARE?

How well is it performing?  How many users are you supporting?  Are you
usi=
ng it for all servers, the database, app or web?  Any issues w/ BMC
support=
?

Doing some homework, thanks for your help.

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
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
Are=
_


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
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**
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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
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xmlns=
:odc=3Durn:schemas-microsoft-com:office:odc
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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

Anybody running their prod system on VMWARE?

[Covert, Jack]

How well is it performing?  How many users are you supporting?  Are you
using it for all servers, the database, app or web?  Any issues w/ BMC
support?

Doing some homework, thanks for your help.

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Remedy Home Page Ideas

[Covert, Jack]

So the Remedy home page sucks.  I don't like the application links, they
aren't user friendly.  I have some ideas on how I'd like to implement
something better but would like to see what other people have done.

So if you have something that is really cool and want to show it off
please let me know.  Thanks!!

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy QA Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Re: Remedy Home Page Ideas

[Covert, Jack]

Thanks.  I was hoping others could spark my imagination by telling me what they 
have done.  :)

Sent from my Windows Mobile® phone.

-Original Message-
From: Givens, Gregory CONT gregory.giv...@navy.mil
Sent: Thursday, July 02, 2009 12:55 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: Remedy Home Page Ideas

This is a multi-part message in MIME format.

--=_NextPart_000_0124_01C9FB24.FF27E990
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit

Jack,

There really is no limit to what you can put on a Home Page
Some of mine have Tables where the row selected displays the ticket in a view 
field
Some have a flash board on them so management can see some statistics
A couple have a scrolling text marquee so managers can put out messages
The only limit is imagination.

Greg Givens 
Millington Consolidated Data Center (MILL-CDC)


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Covert, Jack
Sent: Thursday, July 02, 2009 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Home Page Ideas

** 

So the Remedy home page sucks.  I don't like the application links, they aren't 
user friendly.  I have some ideas on how I'd like to implement something better 
but would like to see what other people have done.

So if you have something that is really cool and want to show it off please let 
me know.  Thanks!!

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

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Re: Remedy Home Page Ideas

[Covert, Jack]

Nice idea, thanks!

Sent from my Windows Mobile® phone.

-Original Message-
From: Carey Matthew Black black@gmail.com
Sent: Thursday, July 02, 2009 5:52 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: Remedy Home Page Ideas

Jack,

One of the things that I did with our home page was to create a kind
of bookmark system. Basically it is a form that implements as many of
the Window Open operations from a data driven approach. So the user
can bookmark a Form, a Query, or even a Report operation. Then a
table field on the Home Page allows them to jump to that bookmark.

So in short, the users can login, and double click on a row in a table
field to get to any data/report/form in AR system.

It is a big step forward from the Application List in my opinion.

--=20
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS =3D Action Request System(Remedy)

Love, then teach
Solution =3D People + Process + Tools
Fast, Accurate, Cheap Pick two.

On Thu, Jul 2, 2009 at 6:56 PM, Covert, Jackjack.cov...@mckesson.com wrot=
e:
 Thanks. =A0I was hoping others could spark my imagination by telling me w=
hat they have done. =A0:)

snip

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:arsl...@arsl=
IST.ORG] On Behalf Of Covert, Jack
 Sent: Thursday, July 02, 2009 10:49 AM
 To: arslist@ARSLIST.ORG
 Subject: Remedy Home Page Ideas

 **

 So the Remedy home page sucks. =A0I don't like the application links, the=
y aren't user friendly. =A0I have some ideas on how I'd like to implement s=
omething better but would like to see what other people have done.

 So if you have something that is really cool and want to show it off plea=
se let me know. =A0Thanks!!

 Jack Covert
 Corporate IT
 Remedy Support Team


 Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy

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911 - Error generating application list field content. (ARERR 1900)

[Covert, Jack]

Hi guys, I hope somebody has seen this already.  We started getting the
above error generated for all of our users, both mid-tier and thick
client.  No changes to the home page form have happened.  BMC Support is
WORTHLESS on this and we have a major outage.  Anybody seen this??
THANKS!

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy FAQ Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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1900 error resolved

[Covert, Jack]

Well, we finally got somebody good on the phone from BMC.  Man I hate
having to deal w/ their first level support.  Crazy how bad it is and
they won't escalate, it took hours

Anyway, we figured out it was a bad AL guide.  It hadn't been modified,
not sure what happened but it was corrupted.  We restored from another
server and the problem was resolved.  I'lll spend all next week doing
root cause analysis and in meetings now because of the outage :-(.

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy FAQ Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Re: 911 - Error generating application list field content. (ARERR 1900)

[Covert, Jack]

Much appreciated.  I sent another email out saying we got it fixed.  I
don't know why a bad AL guide would cause this problem, but I know it
does!

Jack Covert

Corporate IT
Remedy Support Team

Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

Remedy FAQ Sessions on Thursdays @ 10:30 AM PT
Details on Remedy Support Team Home Page

-Original Message-
From: patrick zandi [mailto:remedy...@gmail.com] 
Sent: Friday, June 19, 2009 9:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: 911 - Error generating application list field content.
(ARERR 1900)

--000e0cd518ec677ca1046cbff73f
Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit

just a few quick ideas,
1. bounce the server
2. arerror.log
3. what has changed?
4. did you use migrator, or another tool recently,  can you fall back
using
the back of the migration.
5. tnsping if using oracle . is that all clean and clear.
6. did someone change the env settings.
7. did someone upgrade java
8. if on unix do a last, and see who was on the box, and then get a
bright
light, and some tape, and find out what the spy did.

I have not seen the issue, but at least you know someone heard the call



On Fri, Jun 19, 2009 at 8:52 PM, Covert, Jack
jack.cov...@mckesson.comwrote:

 **

 Hi guys, I hope somebody has seen this already.  We started getting
the
 above error generated for all of our users, both mid-tier and thick
client.
 No changes to the home page form have happened.  BMC Support is
WORTHLESS on
 this and we have a major outage.  Anybody seen this??  THANKS!

 Jack Covert**

 *Corporate IT*

 *Remedy Support Team*

 *Remedy Support Team Home Page*

 *http://collaborate.mckesson.com/sites/esm/remedy*

 ***Remedy FAQ Sessions on Thursdays @ 10:30 AM PT*

 ***Details on Remedy Support Team Home Page*

  _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the
Answers
 Are_




-- 
Patrick Zandi


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--000e0cd518ec677ca1046cbff73f
Content-Type: text/html; charset=ISO-8859-1
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just a few quick ideas,br1. bounce the server br2. arerror.logbr3.
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ca=
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ora=
cle . is that all clean and clear.br
6. did someone change the env settings.br7. did someone upgrade
javabr8=
. if on unix do a last, and see who was on the box, and then get a
bright l=
ight, and some tape, and find out what the spy did.brbrI have not
seen =
the issue, but at least you know someone heard the call  br
brdiv class=3Dgmail_quoteOn Fri, Jun 19, 2009 at 8:52 PM, Covert,
Jac=
k span dir=3Dltrlt;a
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**







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p dir=3Dltrspan lang=3Den-us/spanspan lang=3Den-usfont
size=
=3D2 face=3DArialHi guys, I hope somebody has seen this already.=A0
We=
 started getting the above error generated for all of our users, both
mid-t=
ier and thick client.=A0 No changes to the home page form have
happened.=A0=
 BMC Support is WORTHLESS on this and we have a major
outage./font/span=
span lang=3Den-us/spanspan lang=3Den-us=A0font size=3D2
face=
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p dir=3Dltrspan lang=3Den-us/spanspan
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How many people using change management for SDLC?

[Covert, Jack]

Hi guys.  How many of you are using ITSM 7/Change Management for SDLC?
Anybody using release management?  Details would be great, thanks.

Jack Covert

Corporate IT

Remedy Support Team


Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 


Remedy FAQ Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page


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Re: Permissions Issues - URGENT HELP NEEDED

[Covert, Jack]

Can't you give them Incident Master rights?

Jack Covert

Corporate IT
Enterprise Systems Management
Remedy Support Team

Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

Remedy FAQ Sessions on Thursdays @ 10:30 AM PT
Details on Remedy Support Team Home Page

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Muhlethaler, Laurie
Sent: Wednesday, December 10, 2008 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions Issues - URGENT HELP NEEDED

All ~ we are using (and want to keep) single-tenancy mode but we want
our=20
HD to have the ability to update any ticket.  I've listed their
Support=20
Group role as Help Desk but if an incident is submitted by someone
outside=20
of the HD, ownership is listed as the group who submitted the incident.

This is as-designed, correct?  This should be simple to adjust but since

I'm still familiarizing myself with the ITSM Suite, I'm a little
hesitant=20
(OK - a lot).  Your help, as always, is greatly appreciated.


On Thu, 4 Dec 2008 17:19:11 -0500, Jase Brandon
[EMAIL PROTECTED]=20
wrote:

Hi Laurie,
What if any errors do you get when users try to modify a ticket they
didn't
submit?
Anything in the logs?

Thanks,

Jase

On Thu, Dec 4, 2008 at 12:52 AM, Muhlethaler, Laurie 
[EMAIL PROTECTED] wrote:

 **

 Listers ~ either I'm going insane or I'm just overlooking something
 simple.



 All of a sudden, our users cannot modify tickets that they did not=20
submit.
 The submitter mode is set to Changeable and has been since
inception. =20
We
 are/were planning on going live tomorrow morning and this stupid
issue=20
just
 popped up.  I'm at my wits end as I absolutely can't see what's
causing=20
this
 issue.



 Any help is greatly appreciated.



 *7.0.03 Patch 006*

 Service Desk

 Asset Management





 *Laurie Muhlethaler*

 First Republic Bank

 Remedy Developer / Administrator

 415.364.4436


 [image: [First Republic Bank logo]]
 --
   The information transmitted is intended only for the person or
entity=20
to
 which it is addressed and may contain confidential and/or privileged
 material. Any review, retransmission, dissemination or other use of,
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received
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any
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 First Republic Bank and its related entities do not take
responsibility
 for, or accept time-sensitive instructions sent by email including=20
orders,
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instructions=20
of
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 We reserve the right to monitor and review the content of all email
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-=
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The information transmitted is intended only for the person or entity to
=
which it is addressed and may contain confidential and/or privileged =
material. Any review, retransmission, dissemination or other use of, or
=
taking of any action in reliance upon, this information by persons or =
entities other than the intended recipient is prohibited. If you =
received this in error, please contact the sender and delete the =
material from any computer. This message cannot be guaranteed to be =
secure or error-free.
=20
First Republic Bank and its related entities do not take responsibility
=
for, or accept time-sensitive instructions sent by email including =
orders, funds transfer instructions or stop payments on checks. All =
instructions of this nature must be handled by direct communication, not
=
email.
=20
We reserve the right to monitor and review the content of all email =
communications sent or received. Emails sent to or from this address may
=
be stored in accordance with regulatory requirements.
=20
First Republic Bank is a Division of Merrill Lynch Bank  Trust Co., FSB


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Anybody have a good doc they've written on how to maintain CMDB Data?

[Covert, Jack]

I'm looking for something w/ more meat than the white paper BMC put out,
something with actual processes and procedures for how to identify
ownership, how to setup a review schedule, how to verify the review has
been completed, etc.

 

W/ all of the CMDB's out there, I'm hoping somebody has something I can
use.  I've been working on one for a while now but just can't seem to
get it framed properly.

 

Thanks all!!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 

Remedy FAQ Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page.

 


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Display a warning before timeout on Mid-Tier?

[Covert, Jack]

Hello all.  Has anybody come up with a way to warn users before they're
about to timeout from their mid-tier session?  That's probably our
number one complaint now that people are using the mid-tier, it times
out too often and they only find out when they go to commit a
transaction (usually after spending a lot of time building that
transaction).

 

Thanks for your help.

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 

Remedy FAQ Sessions on Thursdays @ 10:30 AM PT

Details on Remedy Support Team Home Page.

 


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Re: Display a warning before timeout on Mid-Tier?

[Covert, Jack]

There you go. I hadn't considered that.  Create a DO field, on window
loaded set it w/ the current D/T.  On any submit/modify/etc., update the
field.  When it gets close to the timeout time, launch a window.  Maybe
have on OK push a value to a form to keep from timing out (and hide the
button when the time expires).  Thanks Joe!

Jack

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy
 
ESM - Leveraging the power of automation for the benefit of the business
 
Remedy FAQ Sessions on Thursdays @ 10:30 AM PT
Details on Remedy Support Team Home Page.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, August 20, 2008 4:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Display a warning before timeout on Mid-Tier?

--0-598014810-1219274875=:28187
Content-Type: text/plain; charset=windows-1252
Content-Transfer-Encoding: quoted-printable

Jack,=0AHow about creating an active link that is shared across all
forms t=
hat that fires up every 30 minutes with a message=A0(1800 seconds) and
sett=
ing your mid tier sessions to time out at 40 minutes..=0AThere are other
in=
tervals you can use.. like an hour or 2 hours..=0AJoe=0A=0A=0A=0A-
Orig=
inal Message =0AFrom: Covert, Jack
[EMAIL PROTECTED]=0ATo: a=
[EMAIL PROTECTED]: Wednesday, August 20, 2008 7:18:50
PM=0ASubject:=
 Display a warning before timeout on Mid-Tier?=0A=0A** =0AHello all.=A0
Has=
 anybody come up with a way to warn users before they=92re about to
timeout=
 from their mid-tier session?=A0 That=92s probably our number one
complaint=
 now that people are using the mid-tier, it times out too often and they
on=
ly find out when they go to commit a transaction (usually after spending
a =
lot of time building that transaction).=0A=A0=0AThanks for your
help.=0A=A0=
=0AJack Covert=0A=A0=0ACorporate IT=0AEnterpriseSystems
Management=0ARemedy=
 Support Team=0A=A0=0ARemedy Support Team Home
Page=0Ahttp://collaborate.mc=
kesson.com/sites/esm/remedy=0A=A0=0AESM=96 Leveraging the power of
automati=
on for the benefit of the business=0A=A0=0ARemedy FAQ Sessions on
Thursdays=
 @ 10:30 AM PT=0ADetails on Remedy Support Team Home Page.=0A=0A=0A



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--0-598014810-1219274875=:28187
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sans-serif;font-size:10ptDIV/DIV=0ADIVJack,/DIV=0ADIVnbsp;
/D=
IV=0ADIVHow about creating an active link that is shared across all
form=
s that that fires up every 30 minutes with a messagenbsp;(1800 seconds)
an=
d setting your mid tier sessions to time out at 40
minutes../DIV=0ADIV=
nbsp;/DIV=0ADIVThere are other intervals you can use.. like an hour
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2
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s new roman, new york, times, serif- Original Message
BRFrom: =
Covert, Jack lt;[EMAIL PROTECTED]gt;BRTo:
arslist@ARSLIST.ORGB=
RSent: Wednesday, August 20, 2008 7:18:50 PMBRSubject: Display a
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=3DFONT-SIZE: 10pt; FONT-FAMILY: ArialHello all.nbsp; Has anybody
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More than 2 gigs of memory on Tomcat?

[Covert, Jack]

Hi all.  We've recently deployed ITSM 7 and have our users using the
mid-tier.  We have dual web servers using a load balancer but we're
having some performance issues.  We've got plenty of memory on the
server, it isn't taxed but Tomcat won't allow us to start up w/ more
than 1.7 gigs of memory (which it is always topped out at).

 

Anybody know how to get it to run w/ more memory?  Thanks all!!!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Moving Data from Oracle to SQL

[Covert, Jack]

Hi guys.  We're migrating data from Remedy 5 (Oracle 11) to Remedy 7
(SQL 2005).  We're having a heck of a time w/ long fields.  Anybody have
any experience/advice on how to move millions of records with long
fields from one system to the other?

 

Thanks everybody, I don't know what I'd do w/o this group!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Elegant Software Producers esp_create entry for Version 7?

[Covert, Jack]

Hi guys.  I remember reading that somebody was picking this product up,
is there a version that runs on 7?

 

Jack

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Review of XML Gateway

[Covert, Jack]

Hello all.  Me and the esteemed Mr. Tim Widowfield have been working on
a project to integrate HP's external call center application with our
internal Remedy system.  We've got the integration working on our
current version 5 system and are now porting the changes over to version
7 for our March go-live (yikes!).

 

History:  McKesson outsourced all of their help desk and FTS work to HP.
If HP gets a phone call for an infrastructure issue (which is still
managed by MCK) they need to transfer over the ticket to MCK.  Even
though this is transferred they want to be able to see what's happening
in the ticket in case the customer calls for status.  Additionally, if a
McKesson person gets a call for an issue HP would manage, we need to be
able to transfer from Remedy to HP.

 

HP was VERY rigid in what they were able to do.  Their only option was
to use XML and couldn't take advantage of any web services.  We looked
at several ARSystem/XML product that are available.  We chose the XML
gateway due to the flexibility of it's product and it's support.

 

So here we are.  We've got thousands (maybe tens of thousands) of
transactions moving back and forth from HP through the XML Gateway every
day.  We haven't had any issues with reliability and speed is lightening
fast.  If anybody is looking to do this kind of work and needs a
product, I'd recommend the Gateway for sure.

 

Another note, support has been top notch.  There were a couple of
features we needed to be built in so our HP integration would work, John
Baker was available and responsive and got patches out to us very
quickly.  He's in England and I'm in California so often times this
required conference calls that were near midnight his time.

 

Let me know if you guys would like any more information!!!

 

Jack Covert

 

P.S.  If you guys are looking for a hired gun to come in and work a
complex project on a short timeline - contact Tim.  He's the man!

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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XML Gateway question

[Covert, Jack]

Hello all.  Is anybody else using XML Gateway on a windows box to access
a 5.1.2 server on an AIX box?  If so, please ping me back I have some
questions.

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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ARSPERL on AIX?

[Covert, Jack]

Anybody run it on AIX?  Do you know which compiler you used to do so?
The makefile appears to require the cc_r compiler, which we don't have
(and would have to purchase through IBM $$).

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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GOOD feedback on Remedy Support

[Covert, Jack]

Hi guys.  Thought I'd share a surprise I got from BMC support (not the
kind I normally get).  Anyway, we are installing/configuring reporting
analytics and we had to open several tickets for assistance (poor
product documentation).  Anyway, somebody from BMC (Curtiss) called me
because he saw that we had several tickets opened up against a single
product in a short time span and wanted to make sure we were good to go
(which we were).  Very cool!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Still have an opening for a Remedy Developer in Alpharetta Georgia

[Covert, Jack]

Hi guys, I still have that FTE position open.  Looking for somebody with
7 experience.  Not looking for an admin, looking for a developer.
Please reply offline if you're interested.

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 

ESM - Leveraging the power of automation for the benefit of the business

 


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Full time position - Remedy Developer - Alpharetta GA - Still Looking!

[Covert, Jack]

Hi guys and gals, I'm still looking for a Remedy Developer w/ experience
in 7 for an FTE position.  If interested, email me directly at
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Full time Remedy Developer position in Alpharetta GA

[Covert, Jack]

Hello everybody...  I have a position available for a full time Remedy
developer.  Below are the attributes I'm looking for, the position is
located in Alpharetta GA.  Please, no head hunters...

 

Very well versed in Remedy ITSM (including CMDB) 7.  You should know how
to use the application from a user and administrator perspective.  You
should also know how things function in the back end.

 

Must be able to do advanced design and development.  Experience with web
services, relational databases, XML, EIE, and ARSPerl are needed.

 

Probably the most important attribute that we're looking for
personality.  Looking for an easy going guy that loves Remedy.  Cool
with doing designs even though you may not have the best set of
documentation around requirements (or any).  Cool with shutting yourself
in for a week to bang some code out.  Good communication skills are
really important as well, our customers and team are spread all over the
country.

 

Is this you?  If so, please shoot me over a quick email telling me about
yourself, what projects you've been working on in what capacity, etc.
Hope to hear from you soon!!!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: Full time Remedy Developer position in Alpharetta GA

[Covert, Jack]

Stupid PC...  ha ha.  Looking for an easy going person.  :P

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, November 06, 2007 1:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Full time Remedy Developer position in Alpharetta GA

--=_Part_23291_4163243.1194385269968
Content-Type: text/plain; charset=WINDOWS-1252
Content-Transfer-Encoding: quoted-printable
Content-Disposition: inline

ummm . girls need not apply?

Susan  ;)


On 11/6/07, Covert, Jack [EMAIL PROTECTED] wrote:

 **

 Hello everybody=85  I have a position available for a full time Remedy
 developer.  Below are the attributes I'm looking for, the position is
 located in Alpharetta GA.  Please, no head hunters=85



 Very well versed in Remedy ITSM (including CMDB) 7.  You should know
how
 to use the application from a user and administrator perspective.  You
 should also know how things function in the back end.



 Must be able to do advanced design and development.  Experience with
web
 services, relational databases, XML, EIE, and ARSPerl are needed.



 Probably the most important attribute that we're looking for
personality.
 Looking for an easy going guy that loves Remedy.  Cool with doing
designs
 even though you may not have the best set of documentation around
 requirements (or any).  Cool with shutting yourself in for a week to
bang
 some code out.  Good communication skills are really important as
well, o=
ur
 customers and team are spread all over the country.



 Is this you?  If so, please shoot me over a quick email telling me
about
 yourself, what projects you've been working on in what capacity, etc.
Ho=
pe
 to hear from you soon!!!



 Jack Covert



 *Corporate IT*

 *Enterprise** Systems Management*

 *Remedy Support Team*





 *Remedy Support Team Home Page*


*http://collaborate.mckesson.com/sites/esm/remedy*http://collaborate.mc
k=
esson.com/sites/esm/remedy


 __20060125___This posting was submitted with HTML
in
 it___


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--=_Part_23291_4163243.1194385269968
Content-Type: text/html; charset=WINDOWS-1252
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**
divummm . girls need not apply?/div
divnbsp;/div
divSusan  ;)brbrnbsp;/div
divspan class=3Dgmail_quoteOn 11/6/07, b
class=3Dgmail_sendername=
Covert, Jack/b lt;a
href=3Dmailto:[EMAIL PROTECTED]Jack.Cover=
[EMAIL PROTECTED]/agt; wrote:/span
blockquote class=3Dgmail_quote style=3DPADDING-LEFT: 1ex; MARGIN:
0px 0=
px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid**=20
div lang=3DEN-US vlink=3Dpurple link=3Dblue
div
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: ArialHello everybody=85nbsp; I have a position available for a
full=
 time Remedy developer.nbsp; Below are the attributes I'm looking for,
the=
 position is located in Alpharetta GA.nbsp; Please, no head hunters=85
/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: Arialnbsp;/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: ArialVery well versed in Remedy ITSM (including CMDB) 7.nbsp;
You s=
hould know how to use the application from a user and administrator
perspec=
tive.nbsp; You should also know how things function in the back end.
/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: Arialnbsp;/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: ArialMust be able to do advanced design and development.nbsp;
Exper=
ience with web services, relational databases, XML, EIE, and ARSPerl are
ne=
eded./span
/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: Arialnbsp;/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: ArialProbably the most important attribute that we're looking for
pe=
rsonality.nbsp; Looking for an easy going guy that loves Remedy.nbsp;
Coo=
l with doing designs even though you may not have the best set of
documenta=
tion around requirements (or any).nbsp; Cool with shutting yourself in
for=
 a week to bang some code out.nbsp; Good communication skills are
really i=
mportant as well, our customers and team are spread all over the
country.
/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: Arialnbsp;/span/font/p
pfont face=3DArial size=3D2span style=3DFONT-SIZE: 10pt;
FONT-FAM=
ILY: ArialIs this you?nbsp; If so, please shoot me over a quick email
te=
lling me about yourself, what projects you've been working on in what
capac=
ity, etc.nbsp; Hope to hear

Re: SLM - Pay to upgrade from SLA - Anybody fight this and win?

[Covert, Jack]

This is good to hear!  We are working on holding the carrot over their
heads to help push things along.  It's a good idea to ask why we were
being charged maintenance on a product, part of which goes to R and D
for upgraded releases, if we weren't going to get an upgrade.  We should
have gotten a discount on the maintenance we were paying for the last
release if there wasn't going to be a future release.

I'm really trying to avoid having to go through legal on this.

Jack

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Emad Zaky
Sent: Thursday, November 01, 2007 8:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM - Pay to upgrade from SLA - Anybody fight this and win?

--=_Part_14750_6546651.1193930424250
Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit
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I won the battle twice
I think your argument should focus on why should we pay if the product
is
discontinued?. More features doesn't account for a purchase (look at
the
features from ITSM 6 to 7)...

It would be helpful to throw in a little incentive, like a promise of
future
Remedy expansion, licenses etc

If worse comes to worse, you may need to review all the license
agreements
and similar cases in other BMC products
My personal opinion is that this is unfair...

Regards,
Emad



On 10/31/07, Covert, Jack [EMAIL PROTECTED] wrote:

 Thanks Don, good info...

 Jack

 Corporate IT
 Enterprise Systems Management
 Remedy Support Team


 Remedy Support Team Home Page
 http://collaborate.mckesson.com/sites/esm/remedy
 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Savant, [EMAIL PROTECTED]
 Sent: Wednesday, October 31, 2007 3:03 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: SLM - Pay to upgrade from SLA - Anybody fight this and
win?

 Jack:

 We were in the same position earlier this year but lost the battle.
As
 our sales rep explained it, they discontinued the older product (SLA
 6.0) and were no longer going to upgrade or support it.  To appease
our
 complaining, they offered us the new product (SLM 7.0) at zero cost -
we
 just had to pay the difference in maintenance for the balance of our
 annual contract (i.e. the difference between the unused portion of SLA
 maintenance and the pro-rated expense for the new product).  It's my
 understanding that this was a one-time offer that had to be
processed
 by June 30, 2007.

 Note that none of the above mentions functionality or features, it was
 simply a product direction decision.  If I were you, I would question
my
 sales rep as to why they didn't work with you to take advantage of the
 one-time offer.  Even though you weren't ready to move to 7.x at
that
 time, it obviously would have to been to your advantage to process the
 SLA to SLM migration before June '07.

 - Don

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
 Sent: Wednesday, October 31, 2007 11:56 AM
 To: arslist@ARSLIST.ORG
 Subject: SLM - Pay to upgrade from SLA - Anybody fight this and win?

 This is a multi-part message in MIME format.

 --_=3D_NextPart_001_01C81BEF.A27C8418
 Content-Type: text/plain;
 charset=3Dus-ascii
 Content-Transfer-Encoding: quoted-printable

 Okay, so here's the deal.  We've owned SLA for many years and always
 paid maintenance.  All we really needed was a simple escalation tool.
 Now we're upgrading to 7 and they're saying we have to pay another
$30k
 plus maintenance (80% discount I guess) to upgrade to 7 because it has
 extra features.

 =3D20

 We've been paying for maintenance, which entitles us to an upgrade.
If
 they want to throw in a bunch of bells and whistles (none of which we
 need), they should either have an SLM light that we can upgrade to for
 free or a free upgrade to the full blown SLM.

 =3D20

 Am I crazy here or ?  Anybody else have this problem?  Anybody else go
 to the mattresses w/ BMC?  How'd it turn out?

 =3D20

 Jack Covert

 =3D20

 Corporate IT

 Enterprise Systems Management

 Remedy Support Team

 =3D20

 =3D20

 Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
 http://collaborate.mckesson.com/sites/esm/remedy

 =3D20




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 xmlns

Re: ARDBC Plug-in Returns only Subset of Data -- Why? - UPDATE

[Covert, Jack]

Hi guys, I'm working w/ Tim on this.  So the problem is that Remedy
isn't binding to a user before making the query.  This is causing the
query to be done as anonymous, which is why we aren't getting much data
back.

Where /how is Remedy instructed to bind the user?

Thanks for your help...

Jack Covert

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Tim Widowfield [mailto:[EMAIL PROTECTED] 
Sent: Friday, October 26, 2007 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC Plug-in Returns only Subset of Data -- Why?

--0-1178468522-1193421149=:48183
Content-Type: text/plain; charset=us-ascii

That's a possibility, but it doesn't explain why other client tools
(including a version 7 Remedy server) can use the same authentication
credentials and see the entire record.
 
--Tim

- Original Message 
From: Durrant, Michael M. - ITSD [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, October 26, 2007 1:05:24 PM
Subject: Re: [ARSLIST] ARDBC Plug-in Returns only Subset of Data -- Why?

Is there any kind of field/column-level access control in LDAP?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Friday, October 26, 2007 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC Plug-in Returns only Subset of Data -- Why?

One of the data elements we're not getting is the 'cn', which is just a
seven-character text attribute.  The fullName attrib is char(15), and
we're getting that one.  

It's almost as if we're only seeing one part of the aggregation.  Like
we're seeing only person data related to the record, but no location
data.

It's very strange.

--Tim


- Original Message 
From: Carey Matthew Black [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, October 26, 2007 11:18:31 AM
Subject: Re: [ARSLIST] ARDBC Plug-in Returns only Subset of Data --
 Why?


Tim,

Just a few WAGS

Check the data types for the ldap attributes that are not returned. (
Maybe they are not supported in v5.x but are in v7.x ?)

Maybe the ARS side is truncating the data due to a size/memory
constraint? (and thus you get a partial record)

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 10/26/07, Tim Widowfield [EMAIL PROTECTED] wrote:
 Hey, everybody.  I was wondering if anyone out there has seen this
 issue before.  It's got a lot of people baffled.



 A customer has an AIX server running the latest patch for AR 5.1.2.
  The target LDAP server is Novell, and it doesn't allow anonymous
browsing.  When the Remedy daemons start up, all the plug-ins load
without a  hitch.  And in the configuration  form, the parameters for
ARDBC look  correct -- that is, the values are what we were told to
 use,
and they  match what I'm using in Softerra's LDAP Browser.



 However, when attempting to query the LDAP host the vendor form
 exhibits strange behavior.  It shows us only  a subset of any given
person's  record.  For example, we can see the last name, first name,
and email  address, but no location data.  Even more strange is the
empty cn  field.  In database terms, we're getting all the rows, but
only some of the  columns.



 The base query we're using is pretty simple.  It looks something like
 this:



 ldaps://[LDAP_Server]/o=[domain]??sub?(objectclass=*)



 The customer has an AR System version 7 development server with
 almost the exact same setup (same query, same credentials), and all
 the
data  comes back as expected.  Out of desperation, I imported the
 vendor
form onto their production 5.1.2 server, and the same thing happened as
on  the development 5.1.2 machine:  Swiss-cheese data.
 I've built new vendor forms from scratch, and I've even performed
 surgery on def files, all to no avail.


 There are no errors in the plug-in logs.
 As far as the AR Server goes, there is no problem.


 I'm stumped.  Any ideas?



 --Tim


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ANSWERED: RE: ARDBC Plug-in Returns only Subset of Data -- Why?

[Covert, Jack]

When using SSL, Remedy won't bind.  We had to use stunnel to get it out.

Jack

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Tim Widowfield [mailto:[EMAIL PROTECTED] 
Sent: Friday, October 26, 2007 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC Plug-in Returns only Subset of Data -- Why?

--0-1178468522-1193421149=:48183
Content-Type: text/plain; charset=us-ascii

That's a possibility, but it doesn't explain why other client tools
(including a version 7 Remedy server) can use the same authentication
credentials and see the entire record.
 
--Tim

- Original Message 
From: Durrant, Michael M. - ITSD [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, October 26, 2007 1:05:24 PM
Subject: Re: [ARSLIST] ARDBC Plug-in Returns only Subset of Data -- Why?

Is there any kind of field/column-level access control in LDAP?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tim Widowfield
Sent: Friday, October 26, 2007 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARDBC Plug-in Returns only Subset of Data -- Why?

One of the data elements we're not getting is the 'cn', which is just a
seven-character text attribute.  The fullName attrib is char(15), and
we're getting that one.  

It's almost as if we're only seeing one part of the aggregation.  Like
we're seeing only person data related to the record, but no location
data.

It's very strange.

--Tim


- Original Message 
From: Carey Matthew Black [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Friday, October 26, 2007 11:18:31 AM
Subject: Re: [ARSLIST] ARDBC Plug-in Returns only Subset of Data --
 Why?


Tim,

Just a few WAGS

Check the data types for the ldap attributes that are not returned. (
Maybe they are not supported in v5.x but are in v7.x ?)

Maybe the ARS side is truncating the data due to a size/memory
constraint? (and thus you get a partial record)

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 10/26/07, Tim Widowfield [EMAIL PROTECTED] wrote:
 Hey, everybody.  I was wondering if anyone out there has seen this
 issue before.  It's got a lot of people baffled.



 A customer has an AIX server running the latest patch for AR 5.1.2.
  The target LDAP server is Novell, and it doesn't allow anonymous
browsing.  When the Remedy daemons start up, all the plug-ins load
without a  hitch.  And in the configuration  form, the parameters for
ARDBC look  correct -- that is, the values are what we were told to
 use,
and they  match what I'm using in Softerra's LDAP Browser.



 However, when attempting to query the LDAP host the vendor form
 exhibits strange behavior.  It shows us only  a subset of any given
person's  record.  For example, we can see the last name, first name,
and email  address, but no location data.  Even more strange is the
empty cn  field.  In database terms, we're getting all the rows, but
only some of the  columns.



 The base query we're using is pretty simple.  It looks something like
 this:



 ldaps://[LDAP_Server]/o=[domain]??sub?(objectclass=*)



 The customer has an AR System version 7 development server with
 almost the exact same setup (same query, same credentials), and all
 the
data  comes back as expected.  Out of desperation, I imported the
 vendor
form onto their production 5.1.2 server, and the same thing happened as
on  the development 5.1.2 machine:  Swiss-cheese data.
 I've built new vendor forms from scratch, and I've even performed
 surgery on def files, all to no avail.


 There are no errors in the plug-in logs.
 As far as the AR Server goes, there is no problem.


 I'm stumped.  Any ideas?



 --Tim


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CMDB2 - what class for network hardware?

[Covert, Jack]

Hi guys.  For those of you using CMDB 2, what classes are you using to
store your network hardware (switches, routers, etc.).

 

Jack

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: CMDB2 - what class for network hardware?

[Covert, Jack]

Yeah, I thought of that.  I'm surprised there is such a glaring hole in
the CDM...

I think I'd rather create a new class structure to capture this
information...

Jack Covert

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Pierson, Shawn [mailto:[EMAIL PROTECTED] 
Sent: Monday, October 01, 2007 10:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB2 - what class for network hardware?

This is a multi-part message in MIME format.

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We're just planning to use Computer System for almost everything
networking related.  We will just use different categorizations to track
it.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Monday, October 01, 2007 12:26 PM
To: arslist@ARSLIST.ORG
Subject: CMDB2 - what class for network hardware?


** 

Hi guys.  For those of you using CMDB 2, what classes are you
using to store your network hardware (switches, routers, etc.).

 

Jack

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy 

 

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hardware 
  (switches, routers, etc.).o:p/o:p/SPAN/FONT/P
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Examples of Product and Operational Categorization

[Covert, Jack]

Hi guys.  Since the ARSList doesn't send the email back to the sender
I'm not sure if this went through the first time.  I normally get some
out of office replies when I post to the list and I didn't get any so
I'm thinking no.  So if this is a re-post, I apologize...

 

Anyway, I'm getting ramped up to start defining product and operational
categorization for Remedy 7.  My first stab is to take our current
CTI''s and split them up by product and then operational type items.
But that seems a bit like fitting a square tube into a round hole.

 

Does anybody have any samples of what they used for theirs that they
would be willing to share?  I need inspiration!!!  Thanks, guys, I
appreciate it.

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Examples of Product and Operational Categorization

[Covert, Jack]

Hi guys.  I'm getting ramped up to start defining product and
operational categorization for Remedy 7.  My first stab is to take our
current CTI''s and split them up by product and then operational type
items.  But that seems a bit like fitting a square tube into a round
hole.

 

Does anybody have any samples of what they used for theirs that they
would be willing to share?  I need inspiration!!!  Thanks, guys, I
appreciate it.

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Anybody using KLink on ARS 5.1.2??

[Covert, Jack]

Hi guys.  The newest curveball has been thrown at me and I need to
process XML over HTTPS into Remedy.  I was looking at Klink by Kinectic
Data and it's what we want but not supported by 5.1.2

 

Anybody use it on 5.1.2 and can verify that it works?  Anybody have
another solution for XML over HTTPS?

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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XML over HTTPS

[Covert, Jack]

Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  Web Services would be nice but they can't handle the SOAP
wrapper.  KLink doesn't work w/ 5.1.2 (our version), any other
suggestions?

 

TIA

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: XML over HTTPS

[Covert, Jack]

You are correct.  We need the XML to be wrapped in a SOAP request to use
web services and we will return the information w/ the SOAP.  The SOAP
throws a wrench in their works, they need straight XML.

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Grooms, Frederick W [mailto:[EMAIL PROTECTED] 
Sent: Friday, July 06, 2007 1:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: XML over HTTPS

This is a multi-part message in MIME format.

--_=_NextPart_001_01C7C009.FC84D60E
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By they can't handle the SOAP wrapper do you mean that the application
you want to have pushing data to Remedy (or pulling data from Remedy)
can not do SOAP?  That this other app can create XML but does not do
SOAP?
=20
Maybe a bit more info could be helpful here
=20
Fred



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Friday, July 06, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: XML over HTTPS


**=20

Hi all.  I have a need to be able to interact w/ Remedy using XML over
HTTPS.  Web Services would be nice but they can't handle the SOAP
wrapper.  KLink doesn't work w/ 5.1.2 (our version), any other
suggestions?

=20

TIA

=20

Jack Covert

=20

Corporate IT

Enterprise Systems Management

Remedy Support Team

=20

=20

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy=20

=20

=20
=20


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Web Services - Performance??

[Covert, Jack]

Hi guys.  I'm about to start a project that we'll be using Web Services.
This is my first time using Web Services - I'm so excited!  Anyway, are
there any performance considerations for Web Services?  Is it a
substantial drain on our resources to constantly have packets being sent
back and forth??

 

Thanks!!!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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More Risk Assessment - Derived Factors - Service Categorization

[Covert, Jack]

Hi guys.  I'm still working on setting up the risk assessment questions
for our upgrade project.  Once again I'm a victim of spotty
documentation.  Page 282 discusses setting up derived factors and says
that you have 4 options for derived factors.  It then goes on to discuss
3 of the 4 derived factors and never mention the 4th.  Anywhere...

 

It says I can include Service Categorization in the derived factors.
Anybody know what this is or how this works?  I don't have it installed
yet (still waiting on hardware), so I can't go in and figure it out on
my own.

 

Thanks!!!

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Change Risk Rounding

[Covert, Jack]

Hi guys.  In case anybody else was following the thread about how change
risk is rounded, looks like we got some bad information.  Here is the
real answer, a KB was written on this as well.

 

How is the Risk calculation in Change 7.0 handled in terms of rounding? 
Product / Categories 


LP - Licensed Product

BMC Remedy Change Management Application

7.0.02


P R O B L E M 

  _  

How is Risk calculated in Change 7.0 in terms of setting what Risk level
it is? For example is 3.4 rounded down to 3 and 3.5 rounded up to 4?



S O L U T I O N 

  _  

Risk is not rounded as such. Risk is looked up. When risk is calculated,
it does the math and comes up with say 3.36 (for example). It then looks
up the value on the form CHG:ChangeRiskRanges to determine where that
value falls in. The result is then used from the table.

 

The values in the table can be customized to make 3.36 become a 4 or a 3
depending on the administrator's intent.

 

By default 3.0 is a 3 and anything from 3.01 to 4 becomes a 4.

 

Attachments 

  _  

*   change_risk_ranges.jpg
http://hou-kmrprd-01.adprod.bmc.com/KMSAttachments/KM-10037111/chan
ge_risk_ranges.jpg 

 


Environment:

 

All


Creation Date:

 

06/27/2007 08:42:36


Last Modified Date:

 

06/27/2007 08:53:34


Last Promoted Date:

 

06/27/2007 08:53:34


Review Date:

 

06/27/2008


Document ID:

 

KM-10037111


 

 

sseitz

 

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Ver7 Risk Assessment

[Covert, Jack]

Hello all.  One more question on this topic.  The values for the answers
to the risk assessment questions (not the weights to the questions), are
they limited to 0 to 5 or 1 to 5 or any integer or ?  Thanks!

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: Risk Level calculation in 7

[Covert, Jack]

Ross, yes it is calculated.  I have attached a spreadsheet that we are
using to give predictable risk levels.  Yellow areas are to be filled
out, values for risk questions are to be 20, 40, 60, 80 or 100%.  We're
going to take into consideration the highest priority of the related
assets as well, so that needs to be filled out.  Be careful not to
overwrite any formulas.

BMC should have included something like this spreadsheet, there is no
way you could realistically do the computed risk w/o being able to
easily plug in some numbers and run it through the paces.

Jack Covert

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Ross carins [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, June 13, 2007 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Risk Level calculation in 7

--=_Part_59445_12956058.1181771076317
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Content-Transfer-Encoding: 7bit
Content-Disposition: inline

Hi Jack,

Can I assume by this question that you know how the Risk level is
calculated? If so could you let me know?

We are in the process of rolling change out to one of our sites and I'm
trying to 'tweak' the risk question answers so it will give the result
we
want, knowing how the risk level is actually calculated would be very
useful.

(in answer to your question, I didn't realise that it would do 3.4
etc, so
I can't answer your question sorry)

Thanks,
Ross


On 6/14/07, Covert, Jack [EMAIL PROTECTED] wrote:

 **

 Hi guys.  I have a question that BMC doesn't seem to be able/willing
to
 answer.  I don't have 7 installed yet (still waiting on hardware) so I
can't
 check myself.



 Does anybody know how rounding is handled in the calculation?  If it's
3.4is that 3?  If it's
 3.6 is that 4?



 If anybody knows, I'd appreciate the info.  Thanks.



 Jack Covert



 *Corporate IT*

 *Enterprise** Systems Management*

 *Remedy Support** Team*





 *Remedy Support** Team Home Page*


*http://collaborate.mckesson.com/sites/esm/remedy*http://collaborate.mc
kesson.com/sites/esm/remedy


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the Answers Are

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**
divHi Jack,/div
divnbsp;/div
divCan I assume by this question that you know how the Risk level is
calculated? If so could you let me know?/div
divnbsp;/div
divWe are in the process of rolling change out to one of our sites and
I#39;m trying to #39;tweak#39; the risk question answers so it will
give the result we want, knowing how the risk level is actually
calculated would be very useful.
/div
divnbsp;/div
div(in answer to your question, I didn#39;t realise that it would
donbsp;quot;3.4quot; etc, so I can#39;t answer your question
sorry)nbsp;/div
divnbsp;/div
divThanks,/div
divRossbrbrnbsp;/div
divspan class=gmail_quoteOn 6/14/07, b
class=gmail_sendernameCovert, Jack/b lt;a
href=mailto:[EMAIL PROTECTED][EMAIL PROTECTED]/agt;
wrote:/span
blockquote class=gmail_quote style=PADDING-LEFT: 1ex; MARGIN: 0px
0px 0px 0.8ex; BORDER-LEFT: #ccc 1px solid** 
div lang=EN-US vlink=purple link=blue
div
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: ArialHi guys.nbsp; I have a question that BMC doesn't
seem to be able/willing to answer.nbsp; I don't have 7 installed yet
(still waiting on hardware) so I can't check myself.
/span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: Arialnbsp;/span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: ArialDoes anybody know how rounding is handled in the
calculation?nbsp; If it's 3.4 is that 3?nbsp; If it's 3.6 is that
4?/span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: Arialnbsp;/span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: ArialIf anybody knows, I'd appreciate the info.nbsp;
Thanks./span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: Arialnbsp;/span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: ArialJack Covert/span/font/p
pfont face=Arial size=2span style=FONT-SIZE: 10pt;
FONT-FAMILY: Arialnbsp;/span/font/p
pbifont face=Arial size=2span style=FONT-WEIGHT: bold;
FONT-SIZE: 10pt; FONT-STYLE: italic; FONT-FAMILY: ArialCorporate
IT/span/font/i/b/p
pbifont face=Arial size=2span style=FONT-WEIGHT: bold;
FONT-SIZE: 10pt; FONT-STYLE: italic; FONT-FAMILY:
ArialEnterprise/span/font/i/bbifont face=Arial
size=2span style=FONT-WEIGHT: bold; FONT-SIZE: 10pt; FONT-STYLE:
italic; FONT-FAMILY: Arial
 Systems Management/span/font/i/b/p
pbifont face=Arial size=2span style=FONT-WEIGHT: bold;
FONT-SIZE: 10pt

Risk Level calculation in 7

[Covert, Jack]

Hi guys.  I have a question that BMC doesn't seem to be able/willing to
answer.  I don't have 7 installed yet (still waiting on hardware) so I
can't check myself.

 

Does anybody know how rounding is handled in the calculation?  If it's
3.4 is that 3?  If it's 3.6 is that 4?

 

If anybody knows, I'd appreciate the info.  Thanks.

 

Jack Covert

 

Corporate IT

Enterprise Systems Management

Remedy Support Team

 

 

Remedy Support Team Home Page

 http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy

 


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Re: Risk Level calculation in 7

[Covert, Jack]

How sure are you? We'll be basing a lot of work off of this belief!
Thanks David...

Jack

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Easter, David [mailto:[EMAIL PROTECTED] 
Sent: Wednesday, June 13, 2007 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Risk Level calculation in 7

This is a multi-part message in MIME format.

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 If it's 3.4 is that 3?  If it's 3.6 is that 4?
=20
I believe this is correct - It rounds to the nearest number.
=20
-David J. Easter
Sr. Product Manager, Service Management Business Unit
BMC Software, Inc.
=20
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:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Wednesday, June 13, 2007 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Risk Level calculation in 7



**=20

Hi guys.  I have a question that BMC doesn't seem to be able/willing to
answer.  I don't have 7 installed yet (still waiting on hardware) so I
can't check myself.

=20

Does anybody know how rounding is handled in the calculation?  If it's
3.4 is that 3?  If it's 3.6 is that 4?

=20

If anybody knows, I'd appreciate the info.  Thanks.

=20

Jack Covert

=20

Corporate IT

Enterprise Systems Management

Remedy Support Team

=20

=20

Remedy Support Team Home Page

http://collaborate.mckesson.com/sites/esm/remedy
http://collaborate.mckesson.com/sites/esm/remedy=20

=20

__20060125___This posting was submitted with HTML in
it___=20


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DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2-David J.
=

Easter/FONT/DIV
DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2Sr. =
Product Manager,=20
Service Management Business Unit/FONT/DIV
DIV align=3DleftFONT face=3DTahoma color=3D#80 size=3D2BMC =
Software,=20
Inc./FONT/DIV
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size=3D1/FONTnbsp;/DIV
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opinions, statements,=20
and/or suggested courses of actionnbsp;expressed in this E-mail do
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public relations representative for BMC Software, =
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JackBRBSent:/B Wednesday, June 13, 2007 12:16 PMBRBTo:/B=20
arslist@ARSLIST.ORGBRBSubject:/B Risk Level calculation in=20
7BR/FONTBR
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name

Re: OT: BMC Rant

[Covert, Jack]

How are you guys getting in touch w/ support people?  I get forwarded to
an operator who types up my ticket for me and forwards off.  Then I
spend a couple of weeks playing email tag.  If the documentation or the
knowledge base was worth anything I'd be able to answer a lot of my
questions myself.

$300,000 a year for support.  I open about 5 tickets a year.  You'd
think I could get somebody on the phone when I have a question...

Corporate IT
Enterprise Systems Management
Remedy Support Team
 
 
Remedy Support Team Home Page
http://collaborate.mckesson.com/sites/esm/remedy

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED]
Sent: Tuesday, June 12, 2007 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: BMC Rant

This is a multi-part message in MIME format.

--Boundary_(ID_udDhkJcU6sa/LFilQ+0xmw)
Content-type: text/plain; charset=windows-1252
Content-transfer-encoding: quoted-printable
Content-disposition: inline

Hi Shawn=2C Hi Listers=2C
 =

I hadn=27t needed to call for several months=2C and now
recently=
 I had to initiate 3 separate issues=2E While I did not on recent
occasi=
on get foreign service desk=2C I have in the past and it was
nightmarish=
=2E I couldn=27t understand them=2C and they could not understand me=2E
=
While I am the first to admit having a speech impediment (I learned to
s=
peak while growing up in Brooklyn)=2C It was far beyond any issues of
ac=
cents=2E They also had no grasp of the =22Remedy=22 nomenclature=2E
   Most recently however=2C I have gone through some frustration
dea=
ling with the service desk down in Texas=2E I had spoken to a young man
=
who was both rude and dense=2E The denseness seemed rather
purposeful=2E=
 I have also spoken to some who were most pleasant and courteous=2E
Eith=
er way when I explained there was a great need for a speedy
resolution=2C=
 and it was made a =22Low - Medium=22 priority=2E In the end I was
helpe=
d by Carmen and Gary=2E They did a great job as usual=2E Getting to
some=
one however is hit of miss=2E Sometimes you get the guy on the phone
who=
 refuses to pass it on to the next tier=2E If they are going to learn
an=
d experiment on my time=2C don=27t I deserve some kind of rebate on my
s=
upport fees=3F

Their support groups in Pleasanton and Atlanta are top notch=2E We
shoul=
dn=27t have to go through hell to get to them though=2E

Best Regards=2C
Tom Altamore

- Original Message -
From=3A Shawn Rosenberry =

Date=3A Tuesday=2C June 12=2C 2007 2=3A12 pm
Subject=3A OT=3A BMC Rant
To=3A arslist=40ARSLIST=2EORG

=3E Does anyone else get the feeling that upper management at BMC =

=3E doesn=27t know
=3E what they are doing=3F Recent experiences I=27ve had with the =

=3E organization have
=3E not been good and it seems to be a continuing pattern=2E I don=27t =

=3E want to
=3E discredit some of the good individuals that I=27ve had the =

=3E privilege of
=3E working with=3B however as an organization I=27ve been disappointed
=
with
=3E BMC=2E Cases
=3E in point=3A
=3E =

=3E =

=3E =

=3E - Remedy Support Page Makeover=3A What a disaster=2E I can=27t
belie=
ve
=3E all of the problems they experienced during the switch=2E I =

=3E personally couldn=27t access support via the web for several =

=3E days and they lost several
=3E of my open tickets in the process=2E I expect more from a major
=3E corporation with business tools that specialize in ITIL base =

=3E ITSM=2E Grade
=3E F
=3E - Support=3A Dealing with Remedy support used to be a pleasant
=3E experience=2E I can=27t say that anymore=2E There are so many =

=3E area of
=3E concerns that I will break it down=3A=2E
=3E 1=2E Foreign Support =96 It doesn=27t help when you can=27t
understa=
nd
=3E the person on the other end of the line=2E Even more frustrating=2C
=3E is having to restate to them over and over the problem =

=3E that I am
=3E experiencing because they can=27t understand me=2E I have had =

=3E 1 or
=3E 2 good experiences here but that is about all=2E Grade D
=3E 2=2E Availability =96 Several times I have attempted to call Remedy
=3E and received a message on the voicemail that the team was
=3E unavailable due to
=3E a business meeting=2E Who in their right mind would take an
=3E entire team offline for an entire day for a meeting=3F No one
=3E else I have ever dealt with other than BMC=2E Split your meeting
=3E into two sections so that you always have someone on the =

=3E phones to handle
=3E issues=2E This should never happen=2C let alone three times =

=3E in two
=3E years=2E Grade C
=3E 3=2E Responsiveness =96 Support used to be very good at =

=3E getting back
=3E to you and keeping you up to date on what is happening =

=3E with your
=3E tickets=2E
=3E This is no longer the case=2E More often than not I am calling
=3E them to get an update on a ticket=2C usually finding out =

=3E that little or no
=3E progress has been made=2E More often than not I wind up 

Full Time Remedy Developer Position in Alpharetta Georgia

[Covert, Jack]

Hi all.  I'm looking for a Remedy Developer that is interested in a full
time position in Alpharetta Georgia.  Remedy 7 experience would be
great, but not required.  Not looking for an administrator, looking for
a developer.  Customer service, consulting and project management skills
are important.

 

Email me offline.  I'm not a recruiter.

 

Jack Covert


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FTE Remedy Developer position - Alpharetta Georgia

[Covert, Jack]

Hi all, I have a position available for an FTE Remedy Developer in
Alpharetta Georgia.  Looking for somebody w/ ITSM experience (especially
version 7).  Email me offline if you're interested and I'll give you
more information.

 

Jack


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export of CTI's in 7?

[Covert, Jack]

Can somebody who has 7 installed send me the OTB (or close to) CTI's for
operational and product categorization?
 
Thanks for your help...
 
Jack

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Re: DST and consequences

[Covert, Jack]

I'm in the same boat.  I use Help Desk, Change and Approval, all 5.0.
ARS 5.1.2 and Mid-Tier 5.1.2.  The approval and acceptance process is
nuts here, to do an upgrade of such a visible system in short order is
impossible.

From what I read, the big areas of concern (Web Services, import and
export of applications and times displayed via mid-tier) aren't a
concern for me.  We don't use web services, won't import/export apps and
only end users use mid-tier for self service, and they don't care if the
time is an hour off.

So am I missing anything or can we get by w/ just patching the OS/DB?

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott
Sent: Thursday, February 01, 2007 7:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: DST and consequences

Ann,

I'm right there with you.  We're stuck on 5.1.2 until we can put new
hardware In place to handle 7.0.1 and CMDB 2.2.  However, I am even less
affected because our servers are located in Arizona, so even the OS
won't change time zones, which is a bigger consideration in regards to
the way escalations will play at the 2:00 am to 3:00 am time shift.  But
since you have been through DST throughout the life of your setup, this
shouldn't be an issue unencountered.  As long as the users who look at
the submission times for there records are comfortable knowing that the
time offset between the web view and their system clock is only
cosmetic, there shouldn't be any real issues in your (and my) case.

Thanks,
Bruce Scott
Application Developer - Remedy
SSG, PetSMART, Inc.
eMail:  [EMAIL PROTECTED]



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of A R Kosch
Sent: Tuesday, January 30, 2007 2:03 PM
To: arslist@ARSLIST.ORG
Subject: DST and consequences

We are using ARS 5.1.2 and Mid-Tier 6.3 on Solaris 8.  Solaris is
patched for DST already.

I'm trying to make sure I'm understanding everything about DST and this
mix because I'm not convinced an hour off for a month matters for us.
This isn't Y2K all over again; done that.

According to the DST Product alert, the consequences for not mitigating
for DST changes under ARS 5.1.2 are Web Services and Import/Export time
calculations will be off by 1 hour.  We don't use these things in a way
that it would matter.   No mention of Java specifics in that table for
ARS
5.1.2.

Also, the Mid-Tier 6.3 will be off an hour. Looking at patch 20, java
then needs patching.

Given how simply we use Remedy Help Desk and lite Change, I can't see
why this makes much difference.  Web client customers don't take an
hour-by-hour view; it isn't that granular for them.  Also, in April the
old DST rules kick in and the difference should be corrected.  Right?
So, some things will be off for web client activities by an hour for a
month

I don't mind patching Mid-Tier 6.3 to patch 20, although I'd like some
reassurance that it will work with unsupported ARS 5.1.2.  That seems
risky for other reasons. =20

I've asked my unix sys admin about moving the dev server clock to March
10 to follow Remedy through the change and to test the clients.=20

I wish we weren't stuck at ARS 5.1.2 but I've no support yet for
hardware to be otherwise.  We may even survive Vista, IE7, and DST but
something will get us eventually.

I really appreciate all the time people have taken to post information
about this and other issues.  Maybe if someone else was considering
being ornery about riding this out, this will help the process.

Cheers,
Ann Kosch
~*~ ~*~ ~*~
Ann R Kosch
Special Projects/Analyst
Remedy ARS Administrator/Coordinator
[EMAIL PROTECTED]
785-532-4933
Kansas State University
Computing and Telecommunications Services Web Technologies section


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#=

The information contained in this electronic mail message, including
atta=
chments, if any, is PetSmart confidential information.  It is intended
on=
ly for the use of the person(s) named above.  If the reader of this
messa=
ge is not the intended recipient, or has received this message in error,
=
you are hereby notified that any review, dissemination, distribution or
c=
opying of this communication is strictly prohibited.  If you are not the
=
intended recipient or have received this message in error, please notify
=
the sender via e-mail and promptly delete the original message.

#=



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CA to Remedy comparison?

[Covert, Jack]

Anybody done a comparison of features/cost from Remedy to CA??  If so,
could you share it with me?  Thanks
 
Jack Covert

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Friday Funny

[Covert, Jack]

**



TEACHER ARRESTED AT AIRPORTNEW YORK -- A public school teacher was 
arrested today at John F. Kennedy International Airport as he attempted to 
board a flight while in possession of a ruler, a protractor, a set square, a 
slide rule and a calculator.At a morning press conference, Attorney 
General Alberto Gonzales said he believes the man is a member of the 
notorious Al-gebra movement. He did not identify the man, who has been 
charged by the FBI with carrying weapons of math 
instruction."Al-gebra is a problem for us," Gonzales said. "They desire 
solutions by means and extremes, and sometimes go off on tangents in search 
of absolute values. They use secret code names like 'x' and 'y' and refer to 
themselves as 'unknowns', but we have determined they belong to a common 
denominator of the axis of medieval with coordinates in every country. As 
the Greek philanderer Isosceles used to say, 'There are 3 sides to every 
triangle'."When asked to comment on the arrest, President Bush said, "If 
God had wanted us to have better weapons of math instruction, He would have 
given us more fingers and toes."White House aides told reporters 
they could not recall a more intelligent or profound statement by the 
president.
__20060125___This posting was submitted with HTML in it___

Best way to play sounds?

[Covert, Jack]

**








Hey guys, whats the best way to play a sound over the
user tool? Over the mid-tier?



ARS 5.1.2, Mid-Tier 5.1.2



Gracias!!



Jack






__20060125___This posting was submitted with HTML in it___

Re: Best way to play sounds?

[Covert, Jack]

If you do a command line to a .wav file it opens a media player to do
it.  I haven't found any command line switches to do it silent pun
intended.  Thanks for the email...

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick cook
Sent: Tuesday, October 03, 2006 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best way to play sounds?

This is a multi-part message in MIME format.

--=_NextPart_000_009C_01C6E6E6.409793E0
Content-Type: text/plain;
charset=us-ascii
Content-Transfer-Encoding: 7bit

Well, any AL firing condition can fire any action.  So if you wanted to
have
the client welcome the user when they open a form, for instance, you
could
have an AL that does a command line call to a .wav file on an accessible
server.  If you open your Alert tool, you'll notice that you have that
ability within the tool to specify any .wav file as your notification
buzzer.
 
Not sure how that would work with MT - haven't tried it.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Tuesday, October 03, 2006 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Best way to play sounds?


** 

Hey guys, what's the best way to play a sound over the user tool?  Over
the
mid-tier?

 

ARS 5.1.2, Mid-Tier 5.1.2

 

Gracias!!

 

Jack

__20060125___This posting was submitted with HTML in
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**
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=3D=20
urn:schemas-microsoft-com:office:wordHEAD
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DIV dir=3Dltr align=3DleftSPAN class=3D828021319-03102006FONT =
face=3DArial=20
color=3D#ff size=3D2Well, any AL firing condition can fire any =
action.nbsp; So=20
if you wanted to have the client welcome the user when theynbsp;open a
=
form,=20
for instance, you could have an AL that does a command line call to a =
.wav file=20
on an accessible server.nbsp; If you open your Alert tool, you'll =
notice that=20
you have that ability within the tool to specify any .wav file as
your=20
notification buzzer./FONT/SPAN/DIV
DIV dir=3Dltr align=3DleftSPAN class=3D828021319-03102006FONT =
face=3DArial=20
color=3D#ff size=3D2/FONT/SPANnbsp;/DIV
DIV dir=3Dltr align=3DleftSPAN class=3D828021319-03102006FONT =
face=3DArial=20
color=3D#ff size=3D2Not sure how that would work with MT - haven't
=
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FONT face=3DTahoma size=3D2BFrom:/B Action Request System =
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list(ARSList) [mailto:[EMAIL PROTECTED] BOn Behalf Of
/BCovert,=20
JackBRBSent:/B Tuesday, October 03, 2006 11:47 AMBRBTo:/B=20
arslist@ARSLIST.ORGBRBSubject:/B Best way to play=20
sounds?BR/FONTBR/DIV
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DIV class=3DSection1
P class=3DMsoNormalFONT face=3DArial size=3D2SPAN=20
style=3DFONT-SIZE: 10pt; FONT-FAMILY: ArialHey guys, what#8217;s the
=
best way to=20
play a sound over the user tool?nbsp; Over the=20
mid-tier?o:p/o:p/SPAN/FONT/P
P class=3DMsoNormalFONT face=3DArial size=3D2SPAN=20
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Arialo:pnbsp;/o:p/SPAN/FONT/P
P class=3DMsoNormalFONT face=3DArial size=3D2SPAN=20
style=3DFONT-SIZE: 10pt; FONT-FAMILY: ArialARS 5.1.2, Mid-Tier=20
5.1.2o:p/o:p/SPAN/FONT/P
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style=3DFONT-SIZE: 10pt; FONT-FAMILY: =
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P class=3DMsoNormalFONT face=3DArial size=3D2SPAN=20
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P class=3DMsoNormalFONT face=3DArial size=3D2SPAN=20

Re: Best way to play sounds?

[Covert, Jack]

I'd like to use some of the OTB Windows .wav files found on the
client...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Eric Cleereman (IT)
Sent: Tuesday, October 03, 2006 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best way to play sounds?

This is a multi-part message in MIME format.

--_=_NextPart_001_01C6E721.BA1059C0
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charset=iso-8859-1
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This can also be done under Mid-Tier, using a JavaScript to embed the =
sound on a page, button etc...
=20
One thing to note though, each user who plays a sound must first =
download the sound.  Portions of our WAN are very slow, so while the =
sound is downloading across it, the page over Mid-Tier slows to a crawl.
=
 If the added bells and whistles (pun intended) are really something =
which your company needs, it works a lot better if you are able to =
pre-deploy  the sounds using Active Directory synchronization, =
XCelleNet, or anything similar.  This allows Remedy to access the sound
=
from a local server, rather than across the WAN.
=20
Eric Cleereman

-Original Message-
From: Action Request System discussion list(ARSList) =
[mailto:[EMAIL PROTECTED] Behalf Of Rick cook
Sent: Tuesday, October 03, 2006 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best way to play sounds?


**=20
Well, any AL firing condition can fire any action.  So if you wanted to
=
have the client welcome the user when they open a form, for instance, =
you could have an AL that does a command line call to a .wav file on an
=
accessible server.  If you open your Alert tool, you'll notice that you
=
have that ability within the tool to specify any .wav file as your =
notification buzzer.
=20
Not sure how that would work with MT - haven't tried it.
=20
Rick=20
  _ =20

From: Action Request System discussion list(ARSList) =
[mailto:[EMAIL PROTECTED] On Behalf Of Covert, Jack
Sent: Tuesday, October 03, 2006 11:47 AM
To: arslist@ARSLIST.ORG
Subject: Best way to play sounds?


**=20

Hey guys, what's the best way to play a sound over the user tool?  Over
=
the mid-tier?

=20

ARS 5.1.2, Mid-Tier 5.1.2

=20

Gracias!!

=20

Jack

__20060125___This posting was submitted with HTML in
=
it___ __20060125___This posting was submitted with =
HTML in it___=20



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**
!DOCTYPE HTML PUBLIC -//W3C//DTD HTML 4.0 Transitional//EN
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=3D=20
urn:schemas-microsoft-com:office:wordHEAD
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charset=3Diso-8859-1


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DIVSPAN class=3D121031719-03102006FONT face=3DArial color=3D#ff
=
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can also be done under Mid-Tier, using a JavaScript to embed the sound =
on a=20
page, button etc.../FONT/SPAN/DIV
DIVSPAN class=3D121031719-03102006FONT face=3DArial color=3D#ff
=

size=3D2/FONT/SPANnbsp;/DIV
DIVSPAN class=3D121031719-03102006FONT face=3DArial color=3D#ff
=
size=3D2One=20
thing to note though, each user who plays a sound must first download =
the=20
sound.nbsp;nbsp;Portions of ournbsp;WAN are very slow, so while the =
sound is=20
downloading across it, the page over Mid-Tier slows to a crawl.nbsp;=20
Ifnbsp;the added bells and whistles (pun intended) are really something
=
which=20
your company needs, it works a lot better if you are able to
pre-deploy=20
nbsp;the sounds using Active Directory synchronization, XCelleNet, or =
anything=20
similar.nbsp; This allows Remedy to access the sound from a local =
server,=20
rather than across the WAN./FONT/SPAN/DIV
DIVSPAN class=3D121031719-03102006FONT face=3DArial color=3D#ff
=

size=3D2/FONT/SPANnbsp;/DIV
DIVSPAN class=3D121031719-03102006FONT face=3DArial color=3D#ff
=
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  size=3D2-Original Message-BRBFrom:/B Action Request =
System=20
  discussion list(ARSList) [mailto:[EMAIL PROTECTED]BOn Behalf Of =
/BRick=20
  cookBRBSent:/B Tuesday, October 03, 2006 3:20
PMBRBTo:/B=20
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  sounds?BRBR/FONT/DIV**=20
  META content=3DMSHTML 6.00.2900.2963 name=3DGENERATOR
  DIV dir=3Dltr align=3DleftSPAN class=3D828021319-03102006FONT =
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  color=3D#ff size=3D2Well, any AL firing condition can fire any =
action.nbsp;=20
  So if you wanted to have the client welcome the user when =
theynbsp;open a=20
  form, for instance, you could have an AL that does a command

Cool Remedy Tools/Toys

[Covert, Jack]

**




Hi 
guys...

I just got the 
magical email from the boss. The one I look forward to every year. 
It's budget time! For the most part this will be hell but it also gives me 
the opportunity to buy some cool Remedy tools.

I know of many but I 
thought I'd send out an email in case there are things that have popped up 
recently that I may have missed. So - any nominations? I'm looking 
for those cool little toys that make Remedy dev/mgmt easier.

Jack
__20060125___This posting was submitted with HTML in it___

Re: Getting Ciscoworks data into CMDB 2.0

[Covert, Jack]

Hi Byron.  I answered this in my other email but you have to find it.

We kept our use of classes fairly basic and for the most part, out of
the box (minus an attribute here and there).  We further classified CI's
by using CTI's, which we populated from information in the tool.  So for
the network hardware, I set the Category and Type to static values and
the item to a value I got from Cisco Works (router, hub, etc.).

An important note might be that we only did relationships for the first
level of the network, once you get beyond that it's a cob-web with
relationships all over the place and it's value is limited.  That's what
we use tools like SMARTS and Cisco Works for.

Hope this helps.

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dawe, Byron
Sent: Friday, September 22, 2006 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Getting Ciscoworks data into CMDB 2.0

Thanks Jack ,=20

Just one more question, how much information do you pull from Ciscoworks
and did that require adding to the existing (out of the box) classes in
the CMDB?

In Ciscoworks there is plenty of data, but not alot of this data maps to
attributes in each appropriate class in the CMDB, hence it seems to
require additional classes with extra attributes!

Or did you just stick with the out of the box classes and just populate
what you could appropriately??

Thanks again,

Byron.


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Re: Getting Ciscoworks data into CMDB 2.0

[Covert, Jack]

We are using data from CiscoWorks to populate the CMDB.  We're on 1.0
but that shouldn't affect anything.

We take the data and combine it with data from SMARTS and dump it into
an Oracle table (external).  Then I use EIE to bring it in and relate
the network assets by IP Address.

Let me know if you need any additional information.

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dawe, Byron
Sent: Thursday, September 21, 2006 6:55 AM
To: arslist@ARSLIST.ORG
Subject: Getting Ciscoworks data into CMDB 2.0

Hi Listers;

Just wondering if anyone out there has been using any means to get
network data from Ciscoworks into CMDB 2.0 . I have been using the API's
but it has been a difficult process of getting data to FIT into the
right place, as well as getting API calls to work properly! The approach
I am using is to get as much as possible into the CMDB but maybe this is
unnecessary, has anyone delved into this area of networking and CMDB and
what info and advise can they offer?

Thanks to all,

Byron.=20


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ITSM 5.0 not compatible w/ 6.3???

[Covert, Jack]

**








Hey, I was looking @ the compatibility matrix last night as
Im planning an upgrade to 6.3. 5.0 isnt listed as compatible w/
6.3. Im guessing that is just because they didnt want to certify
it (old app). Anybody have any direct experience running 5.0 on a 6.3 server?



Thanks



Jack






__20060125___This posting was submitted with HTML in it___

Re: Remedy on Citrix servers? - THANKS

[Covert, Jack]

Hi guys, thanks to all that replied to my question, much appreciated!!!

Jack

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Re: Open ticket with cmd

[Covert, Jack]

Check the developers community on SupportWeb, there are tools there that
can do this.

Jack

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rusconi, Ignacio (I.)
Sent: Wednesday, August 02, 2006 7:44 AM
To: arslist@ARSLIST.ORG
Subject: Open ticket with cmd

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I need the way to open to automatic incidents in a ARS remedy server, =
executing a CMD file in a Windows XP or W2k.=20
They know whereupon product/software can be make this operation?=20

Ars 5.0.1=20
Sql 2000=20

thankls=20



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**
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PSPAN LANG=3Den-usFONT COLOR=3D#FF SIZE=3D2 =
FACE=3DArialthankls/FONT/SPAN
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Remedy on Citrix servers?

[Covert, Jack]

**








Hello all, anybody using the user tool w/ Citrix?






__20060125___This posting was submitted with HTML in it___

Re: Free load tester for Remedy?

[Covert, Jack]

I need user but could use both. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg
Sent: Wednesday, July 26, 2006 5:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: Free load tester for Remedy?

--Apple-Mail-98--439672461
Content-Type: text/plain;
charset=US-ASCII;
delsp=yes;
format=flowed
Content-Disposition: inline

Do you want to simulate user tool or web clients or both?

-John



John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
[EMAIL PROTECTED]



On Jul 26, 2006, at 11:48 AM, Covert, Jack wrote:

**
Hi guys, I need to put a load on my server to test performance of  
some changes.  Does anybody know of a load inducer that is free or  
cheap?

Jack

__20060125___This posting was submitted with HTML  
in it___



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**
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face=3DArialJack/FON=
T /P   __20060125___This posting was submitted
wit=
h HTML in it___/DIVBR/DIV/BODY/HTML
__20060125___This posting was submitted with HTML in
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Oracle Error ORA-01013 - Anybody familiar?

[Covert, Jack]

Title: Oracle Error ORA-01013 - Anybody familiar?
**






Hi guys. We have recently upgraded to Oracle 10Gr2 and what a nightmare that's been!!! We should have stayed on 8!!!


Anyway, we're occasionally getting these errors when opening forms. *** ERROR *** ORA-01013: user requested cancel of current operation. Here is a snippet from our SQL log file that captures the error.

SQL  TID: 003628 RPC ID: 355244 Queue: List  Client-RPC: 390620  USER: aejmrm5 

/* Fri Jul 21 2006 12:00:30.6950 */ SELECT a.actlinkId,actionIndex,a.fieldId,charMenu,propShort,propLong,focus,accessOpt FROM actlink_set_char a,actlink_mapping b WHERE a.actlinkId=b.actlinkId AND b.schemaId=158 ORDER BY 1 DESC,2 DESC

SQL  TID: 003628 RPC ID: 355244 Queue: List  Client-RPC: 390620  USER: aejmrm5 

/* Fri Jul 21 2006 12:00:30.7041 */ *** ERROR *** ORA-01013: user requested cancel of current operation

SQL  TID: 003628 RPC ID: 355244 Queue: List  Client-RPC: 390620  USER: aejmrm5 

/* Fri Jul 21 2006 12:00:30.7042 */ ROLLBACK WORK


Any words of wisdom?


HAPPY FRIDAY


Jack




__20060125___This posting was submitted with HTML in it___

Re: Importing to CMDB w/ correct Relationships

[Covert, Jack]

Hi Chris,

I built a little app that basically uses the native unique identifier to
create the relationships.  What I mean by the native unique identifier
is whatever the tool that is furnishing the information uses.  That
identifier is stored as the Asset ID.  I have a relationship builder
form that takes the unique identifiers for each side of the
relationship, does a query against the specified form, returns the CMDB
unique identifier and then pushes out to the appropriate relationship
table.

Hope this makes sense.  Not a real fancy solution but it seems to work
and is really simple.

Jack 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Christopher Gillman
Sent: Monday, May 01, 2006 8:03 AM
To: arslist@ARSLIST.ORG
Subject: Importing to CMDB w/ correct Relationships

Listers,

I'm trying to see if anyone has succesfully come up with a good way or
defined process to import monnthly data with various information (i.e.
memory modules, computer servers, etc.) into CMDB 1.1 Patch 2. The
client
has a spreadsheet which contains information that is inputted by other
groups monthly, and then needs to be imported into Remedy's CMDB with
the
correct relationships to corresponding asset classes. The client used to
be an ARS 4.5 customer, and upgraded to 6.3 w/ CMDB late last year. Is
there any easy way to take data from a csv imported into CMDB and get
the
relationships set up correctly? Any info or success stories would be
greatly appreciated. Thanks

v/r

Chris


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unbalanced transactions - ARPostSwitch()

[Covert, Jack]

Title: unbalanced transactions - ARPostSwitch()
**






Anybody know what causes this error? I called BMC but they want me to capture a SQL log. Damned near impossible on the production database - too much traffic.

Thanks


Jack




__20060125___This posting was submitted with HTML in it___