Re: Approval function in IM/PM
Hi, Sorry to bring this up again. Though it's odd to have approval things in the Incident/Problem Management process, but I still need to find a solution about it. Any kind of suggestions or opinions are welcome. Thanks. DJHuang 2008/1/4, DJHuang <[EMAIL PROTECTED]>: > > Hello, > >Has anyone implement/develop approval function in Incident/Problem > management? >For some reason, managers request to review or approve the ticket > before >they are resolved or closed. Before the ticket is approved or reviewed, > they prefer >to lock down the ticket. Has anyone ever implement same or similar > function? >It's not necessary using the native Remedy approval engine or process, > just need a way to do it. >Any suggestions or opinions would be appreciated. >Thanks. > > DJHuang ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Approval function in IM/PM
Hello, Has anyone implement/develop approval function in Incident/Problem management? For some reason, managers request to review or approve the ticket before they are resolved or closed. Before the ticket is approved or reviewed, they prefer to lock down the ticket. Has anyone ever implement same or similar function? It's not necessary using the native Remedy approval engine or process, just need a way to do it. Any suggestions or opinions would be appreciated. Thanks. DJHuang ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Email Template .arm file, how to tell which fields are required/optional?
I agreed with what Michiel mentioned and just did about couple of weeks ago. Integration jobs like submitting tickets into HPD:Help Desk is much easier through the interface form. You don't have to worry about optional/required fields of HPD:Help Desk form. You could get a list of required fields (9 fields I guessed) from the ITSM 7.0 integration document mentioned above (This one does help!) Just add your newly created fields into the interface form accordingly. In order to pass those fields into HPD:Help Desk form, you need to add them into the OOTB work-flow. I think it's a filter triggered by the submit event. You may track it down by activating the filter log and check which filter push those fields into HPD:Help Desk form. You may choose creating a similar filter with the same qualification and a increased execution order number to push your fields or just add your fields into the existing push field action. I suggest the first one since it won't be altered nor overwritten by future patching. Hope this could do a little help. DJHuang 2007/12/21, T. Dee <[EMAIL PROTECTED]>: > > ** Jase - did you read "BMC Remedy IT Service Management 7.0Integrations"? > This will help you with HPD:IncidentInterface_Create. > > Ty > > > > On 12/20/07, Michiel Beijen <[EMAIL PROTECTED]> wrote: > > > > ** I would add those new fields to the HPD:IncidentInterface_Create > > Form; i guess that is the best option. > > > > -- > > Michiel. > > > > On Dec 20, 2007 5:37 PM, Jase Brandon < [EMAIL PROTECTED]> wrote: > > > > > ** Thanks Ty and Michiel, > > > We are using ITSM 7 and I planned to use the > > > HPD:IncidentInterface_Create Form > > > but was concerned because of our customizations (new required fields > > > on HPD:Helpdesk) > > > that the new create HPD ticket workflow would fail because I had > > > required fields on HPD:Helpdesk that were not on > > > HPD:IncidentInterface_Create form. > > > I think I am stuck validing optional/required fields on the .arm file > > > using notepad and just looking each field up through the admin tool. Make > > > Sense? > > > > > > Thanks again! :) > > > > > > Jase > > > > > > > > > On 12/20/07, T. Dee <[EMAIL PROTECTED]> wrote: > > > > > > > > ** Jase - if you want to create HPD:Help Desk tickets you should use > > > > the HPD:IncidentInterface_Create Form. > > > > > > > > Ty > > > > > > > > > > > > > > > > On 12/20/07, Jase Brandon <[EMAIL PROTECTED] > wrote: > > > > > > > > > > ** Hello All, > > > > > Does anyone know of a way to tell which fields are > > > > > required/optional when from the 7.0 Admin tool I perform a > > > > > "Tools/Export Mail Templates" .arm file for the form HPD:Helpdesk. > > > > > The only way I can currently think of is to physically touch each > > > > > field from the .arm file through the admin tool and document > > > > > which are required/optional. Any suggestions? > > > > > > > > > > Thanks, > > > > > > > > > > Jase > > > > > __20060125___This posting was submitted with > > > > > HTML in it___ > > > > > > > > > > > > __20060125___This posting was submitted with > > > > HTML in it___ > > > > > > > > > > __20060125___This posting was submitted with HTML > > > in it___ > > > > > > > > > > > -- > > Met vriendelijke groet / Kind regards > > Michiel Beijen > > __ > > MANSOLUTIONS > > Energieweg 60-62 > > 3771 NA Barneveld > > The Netherlands > > Tel. +31-(0)612968592 > > Mail [EMAIL PROTECTED] > > Internet http://bsm.mansolutions.nl__20060125___This > > posting was submitted with HTML in > > it___ > > > __20060125___This posting was submitted with HTML in > it___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Question: ITSM 7.0 - Relationships
Hello T. , I just ran into almost the same case couple of days ago. Just use "Duplicate of" relationship type could do the trick. When the original incident is solved, others would be completed automatically. You don't have to close them individually. That's the OOTB design. DJHuang 2007/12/19, T. Dee <[EMAIL PROTECTED]>: > > ** The reason I ask is according to the ITIL process you are suppose to > open a ticket every time a user calls. So if 50 people call about the > Server being down then you would have 50 Incidents. You would not want to > close 50 Incidents individually. > > > > > On 12/18/07, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: > > > > ** I think it will only close all the related incidents in ITSM 7.0 if > > the relationship of the other incidents are "Duplicates Of" the ticket that > > you are closing. > > > > Thanks > > Peter Lammey > > ESPN MIT Technical Services & Applications Management > > 860-766-4761 > > > > > > -- > > *From:* Action Request System discussion list(ARSList) > > [mailto:arslist@ARSLIST.ORG > > ] *On Behalf Of *T. Dee > > *Sent:* Tuesday, December 18, 2007 10:45 AM > > *To:* arslist@ARSLIST.ORG > > *Subject:* Question: ITSM 7.0 - Relationships > > > > > > ** Correct me if I am wrong, but I thought that when you related an > > Incident to another Incident or multiple Incidents that when you closed the > > Incident it would close ALL other related Incidents? > > > > Thanks. > > __20060125___This posting was submitted with HTML in > > it___ > > __20060125___This posting was submitted with HTML in > > it___ > > > > __20060125___This posting was submitted with HTML in > it___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Creating a Crystal Report to display Work Info in ARS and ITSM 7
Hello David. From my point of view, either sub-report or a join form could do the trick. But it depends what you are facing. Like your case, you may consider HPD:Help Desk and Incident Work info are directly linked by the incident id. So you can insert a sub report in your report easily. You may find a existing example right in your installed OTB reports. OTOH, I would suggest using join form when anyone want to show the related solution database information in a problem investigation ticket. Because there's a associate form between problem investigation and solution db. You need to deal with 3 forms in the crystal designer. So I prefer creating a join form something like (A join B) join C, put fields you need together in the same form then create a Crystal Report file against the join form. Hope this could help a little bit. DJHuang On Dec 1, 2007 3:41 AM, Katie Hutton <[EMAIL PROTECTED]> wrote: > Hi David, > > The easiest way is to use a sub-report within Crystal that links on the > Help > Desk Request ID. I built a report that includes all of the details -- > SLAs, > Relationships, Work Info, etc with separate sub reports for each of the > other details. Then I replaced the out of box report (Print on HPD:Help > Desk form) with my new one. > > HTH > > Cheers > Katie Hutton > > -Original Message- > From: David Levenseller [mailto:[EMAIL PROTECTED] > Sent: Friday, 30 November 2007 10:17 a.m. > Subject: Creating a Crystal Report to display Work Info in ARS and ITSM 7 > > > I'm trying to create a Crystal Report (ver 10) that will display some of > the > incident information (incident #, submitter, Arrival Date, ..) and also > the > Work Info Detailed Description. I can get it to display the fields from > the > HPD:Help Desk or the HPD:Worklog separately but not if I join them in the > same report. > > I know I'm missing something that is probably right in front of my face > but > I just can't see it. > > Any suggestions? > > Thank you very much, > > David Levenseller > [EMAIL PROTECTED] > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum > Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ARS 7 - Calculating "estimated resolution date" - is it possible?
Hello, Pardon and correct me for typo or poor grammar if there's any. I have similar situation but need to calculate based on user's site. But I think it's not that different. You can create a form, keep the mapping in the form like: Priority=High, ETA=1hr, EstResolved=2hr, something like this. Then you need to compose a filter to calculate and push the value. 1. Create a filter when priority is modified or has been set a value. 2. Use the value of Priority as keyword, lookup in the form you just created, you get the ETA and EstResolved factor accordingly. 3. Use Application-Bus-Time-Add sort of functions to calculate the real ETA EstResolved date/time. 4. Push the calculated value back to the incident ticket. Hope this could help a little bit. DJHuang 2007/10/18, Ri Mez < [EMAIL PROTECTED]>: > > Hi Everyone, > > I've a situation right now where the IT Mangers are requesting that > Remedy be able to calculate the estimated resolution date > automatically based on the priority of an incident. As far as I know > this functionality is completely missing from Remedy. > > Does anyone have any experience with this type of requirement? If so > how were you able to provide it? > > The only thing I can think of right now is tying in the Service Target > of the incident to the "estimated resolution date" field. > Unfortunately I'm not sure how to tackle this. > > All feedback and comments would really be appreciated. > > thanks, > Richard > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where > the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Need a way to measure the duration of pending status without SLM.
Hi Listers, Thanks for all the suggestions. I intend to give a shot at James' idea. Further more, I might create another integer field to hold the seconds in "Pending" status. When calculating, use I=I+x to accumulate the seconds in case ticket entered "Pending" more than one time. Thanks. DJHuang ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Need a way to measure the duration of pending status without SLM.
Hi Listers, I would like to find a way to measure or calculate how long the incident ticket stayed under status "Pending". AFAIK, there's only a time stamp when a ticket enters pending, such as Status History.Pending.Time but not for exiting pending. I've managed to calculate how long it took from "New" to "Resolved" for resolution time but still need to remove the pending duration. Is there anyone could kindly give me a hint or a approach how to do it? Thanks. DJHuang ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Transaction log is full.
Carter, I do agree with you that there should be a regular database maintenance plan in place. As the system keep updating and customizing, DBA didn't put our ARS DB into the regular maintenance process. But now the DB issue has been taken care of. Thanks. DJHuang 2007/7/12, Carter, Craig J Civ ARPC/DPD <[EMAIL PROTECTED]>: ** A transaction log is a log of transactions—it will continue to grow over time until it is backup up/truncated. You need to set up a database maintenance plan to regularly backup your database (includes the log file). Otherwise, it will continue to grow over time until you run out of disk space. It's surprising to hear people are not performing regular SQL backups. We have hourly transaction log backups that run during core work hours along with full database backups daily. We've used these several times to recover data that was accidentally deleted, etc. There is an option to remove free space when defining the maintenance plan. When doing a complete backup under normal conditions, you shouldn't need the extra truncate command. It is handy when running large data imports, etc. CRAIG CARTER Remedy Skilled Professional *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *DJHuang *Sent:* Thursday, July 12, 2007 8:49 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Transaction log is full. ** Hi, Regarding to this transaction log full issue, it is not how you truncate the transaction log file but how the transaction log file got full that interests me. We have a v7 ARS server with IM, PM, CM, SLM, CMDB, EIE for SQL installed. After about 6 months running, we hit the same situation. There are about 2 incident tickets in the db and 2000 contact information replicated/updated nightly. It end up with a more than 100GB transaction log file. Does anyone know what kind of behavior would generate a log file so large? Thank you. DJHuang 2007/7/12, Broyles Robert K Mr CTR USAF 96 CS/SCCE <[EMAIL PROTECTED] >: Thanks Joe. I went back and reread the SQL books online and say that my syntax was wrong. I didn't need to specify TRUNCATEONLY if I pass it a file size. Rob ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Transaction log is full.
Hi, Regarding to this transaction log full issue, it is not how you truncate the transaction log file but how the transaction log file got full that interests me. We have a v7 ARS server with IM, PM, CM, SLM, CMDB, EIE for SQL installed. After about 6 months running, we hit the same situation. There are about 2 incident tickets in the db and 2000 contact information replicated/updated nightly. It end up with a more than 100GB transaction log file. Does anyone know what kind of behavior would generate a log file so large? Thank you. DJHuang 2007/7/12, Broyles Robert K Mr CTR USAF 96 CS/SCCE <[EMAIL PROTECTED] : Thanks Joe. I went back and reread the SQL books online and say that my syntax was wrong. I didn't need to specify TRUNCATEONLY if I pass it a file size. Rob ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
ITSM 7.0 Survey issue: Would it work with incidents created in IM 7.0.2 by helpdesk staffs?
Hello Listers, After some testing, I see that all survey related work-flow objects are attached to Request form not helpdesk form. From my customers request, they need to send out survey both requests from request management and incidents in helpdesk created by helpdesk staffs. Since requests would be forwarded to HPD:Help Desk form. Does anyone have any ideas how it can be built? Thanks. djhuang ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Is it possible?
** Hi, Ron. I just want to make sure that I can buy more floating licenses without compromising the functionality of remedy applications. I think as long as I keep sufficient floating licenses, there's no much I should worry about. Thanks!Djhuang2006/7/28, Ron Tavares <[EMAIL PROTECTED]>: ** Djhuang, If I understand you correctly, you are trying to limit access to a form to only those users who have a fixed license. If so, here is a thought, though there may be a better way of doing this. You can have a hidden 'License Type' field on the form you want to restrict access to. Have an active link that fires on window open or window loaded that will search the User form for that $USER$ record and set the value of the license type. Have a second active link that checks this value for '!= fixed'. If True, pop up a message 'Sorry, you need fixed' and second action, close window. You can also have different active links that fire on different time, whether the user is modifying, sumbitting, (CREATE), searching (QUERY). etc. hope this helps. .ron On 7/28/06, djhuang < [EMAIL PROTECTED]> wrote: ** Hi, Here comes a interesting question. Anyone know that is it possible that a Remedy application could only function correctly by using a Fixed license? Kindly let me put it this way, is there any work flow/forms/fields could be configured as it can only be accessed by a AR User Fixed license but not a floating one? Since Floating licenses are more flexible than Fixed licenses, I consider purchasing AR User Fixed licenses only when it's necessary and AR User Floating for rest of the cases.Thank you. djhuang__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Is it possible?
** Michiel, Thanks for your answer. It's really helpful for the way to buy licenses. We have 3 shifts of agents/operators (2 men each) for a 24x7 data center/helpdesk sharing 3 floating licenses. One of them is the "on duty" agent who uses a fixed license and has the console logged on all the time. Couple of support people use floating licenses, too. As the business grows, we might have to put more men and more licenses.I would definitely take a look at the licenses monitoring tools. Really appreciated,Djhuang2006/7/28, Michiel Beijen <[EMAIL PROTECTED] >: Djhuang,The only case when you would need a fixed license and can not use afloating, is for the administrator account or any regular user youwant to give Administrator permissions. In all other cases floating licenses will be just fine.However, for your key users, like helpdesk agents or other supportstaff that is logged in all of the time, it might be mostcost-effective to buy a fixed license.There are a few license monitoring tools out there which you could use to measure the utilization of your licenses, one of them (commercial)is rrrLic from http://www.rrr.se Regards,MichielOn 7/28/06, djhuang < [EMAIL PROTECTED]> wrote:> ** Hi,> Here comes a interesting question.> Anyone know that is it possible that a Remedy application could only> function correctly by using a Fixed license? > Kindly let me put it this way, is there any work flow/forms/fields could> be configured as it can only be accessed by a AR User Fixed license but not> a floating one?>> Since Floating licenses are more flexible than Fixed licenses, I consider > purchasing AR User Fixed licenses only when it's necessary and AR User> Floating for rest of the cases.> Thank you.>> djhuang> __20060125___This posting was > submitted with HTML in it__UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
Is it possible?
** Hi, Here comes a interesting question. Anyone know that is it possible that a Remedy application could only function correctly by using a Fixed license? Kindly let me put it this way, is there any work flow/forms/fields could be configured as it can only be accessed by a AR User Fixed license but not a floating one? Since Floating licenses are more flexible than Fixed licenses, I consider purchasing AR User Fixed licenses only when it's necessary and AR User Floating for rest of the cases.Thank you.djhuang __20060125___This posting was submitted with HTML in it___
Re: notify via SMS mobile phone messages
Thanks Michiel.I agree with you about the GSM modem. It's rarely having a good signal in a computer room.On the other hand, it also cost another cell phone number which is hard to get funded.About using the email to SMS solution, it has a downside that assignees could only be notified by either email or SMS if we utilize the email address field to send the SMS.If one of my customer would like to notify assignees via SMS for urgency and also viaemail for more detailed ticket information, then we might have a problem. AFAIK some of the SMS service vendors also provides API service. Users can write a small program to send a SMS message by following their protocol which is mostly a special formatted URL with parameters in it. So I intend to find a program to sniff the \db directory ,extract the notification message then do the SMS things. Thanks.djhuang2006/7/26, Michiel Beijen <[EMAIL PROTECTED]>: You COULD buy an GSM modem, insert a sim and place it in your server.Then you could use some CLI program to send SMSs with it. But thereare a lot of drawbacks to this, one of them is that in most computerrooms mobile phones (and also your SMS modem) would not have great connection. Another is that these things are most of the time reallyslow.I would encourage you to look into an E-mail to SMS gateway solution.There are lots of these available on the Internet, just google for it. Then you could just use the regular e-mail notification, you wouldonly need to add a few extra bits n pieces for the number of the cellphone you'd be sending to.Regards,MichielOn 7/25/06, djhuang < [EMAIL PROTECTED]> wrote:> Hi Roger,>>AFAIK, there're two ways of sending SMS from a computer to mobile phones.>One is send a email contains SMS to a gateway then the gateway would help > to deliver to>the cell phone. The other is to use a CLI program to transfer with> parameters specified.>But I think the second one would be better, wouldn't it?>>Thanks. >> djhuang>> 2006/7/25, Nall, Roger <[EMAIL PROTECTED] >:> >> > **> >> >> >> > We do this all the time. The biggest issues are: > >> > · Data limitation – I believe you are limited to 175 characters> total and this includes the Subject.> >> > · You should only accommodate this for internet SMS devices. > >> > · You would need to have a field in the user's profile that> contains the SMS address. You would need to capture this value in your> Notification routines.> > > >> >> > HTH,> >> >> >> > Roger A. Nall> >> > OSSNMS Sr. Remedy Administrator/Developer> >> > T-Mobile USA> > > > Desk: 973-644-3963> >> > Cell: 973-652-6723> >> > FAX: 973-490-3296> >> > sf49fanv AIM IM> >> > RogerNall Yahoo IM> > > >> >> > -Original Message-> > From: Action Request System discussion list(ARSList)> [mailto:arslist@ARSLIST.ORG] On Behalf Of djhuang > > Sent: Tuesday, July 25, 2006 11:11 AM> > To: arslist@ARSLIST.ORG> > Subject: notify via SMS mobile phone messages> >> >> > > > Hi!> >> >> >> > I currently have a working ITSM Helpdesk system but have been asked> >> > to notify our assignees via SMS message. Since SMS messages is not a > >> > default method, so I guess there would be some integrating work to do.> >> > Is there anyone could give me suggestions to accomplish this?> >> > Thanks. > >> >> >> > djhuang> >> >> >> >> ___> >> > UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org> __20060125___This posting was submitted> with HTML in it___>>___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: notify via SMS mobile phone messages
** Allow me to describe how far I go and what I've got in hands.platform information:ARS version: 6.0.3DB: MS SQL 2000 /w SP4OS: Windows 2000 /w SP4Install product: ITSM Helpdesk 6.0I manage to create a notify method No.4 and see the message delivered to a file called "notify4.arn" under \db\ directory.anyone know What kind of program or tool I can use to monitor this file or fetch necessary information for SMS delivery. Thank you.djhuang __20060125___This posting was submitted with HTML in it___
Re: notify via SMS mobile phone messages
Hi Roger, AFAIK, there're two ways of sending SMS from a computer to mobile phones. One is send a email contains SMS to a gateway then the gateway would help to deliver to the cell phone. The other is to use a CLI program to transfer with parameters specified. But I think the second one would be better, wouldn't it? Thanks.djhuang2006/7/25, Nall, Roger <[EMAIL PROTECTED] >:** We do this all the time. The biggest issues are: · Data limitation – I believe you are limited to 175 characters total and this includes the Subject. · You should only accommodate this for internet SMS devices. · You would need to have a field in the user's profile that contains the SMS address. You would need to capture this value in your Notification routines. HTH, Roger A. Nall OSSNMS Sr. Remedy Administrator/Developer T-Mobile USA Desk: 973-644-3963 Cell: 973-652-6723 FAX: 973-490-3296 sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of djhuang Sent: Tuesday, July 25, 2006 11:11 AM To: arslist@ARSLIST.ORG Subject: notify via SMS mobile phone messages Hi! I currently have a working ITSM Helpdesk system but have been asked to notify our assignees via SMS message. Since SMS messages is not a default method, so I guess there would be some integrating work to do. Is there anyone could give me suggestions to accomplish this? Thanks. djhuang ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
notify via SMS mobile phone messages
Hi! I currently have a working ITSM Helpdesk system but have been asked to notify our assignees via SMS message. Since SMS messages is not a default method, so I guess there would be some integrating work to do. Is there anyone could give me suggestions to accomplish this? Thanks. djhuang ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
