Re: ITSM naming convention sucks

[David.M Clark]

If the question presented to them is about workflow... are they not
obligated?  Yours... theirs... doesn't matter.

David M Clark
Remedy Programmer/Analyst


>>> Lyle Taylor  3/24/2009 10:50 AM >>>
I don't think so.  They will support the applications out of the box. 
They won't support customizations.  If you break something with your
customizations, they are not obligated to help you figure out how you
broke it.  They might, but they might not.  They are also not
necessarily obligated to help you understand their workflow, unless it
relates to a documented integration point.  Many of the whitepapers they
provide are nice, but not strictly necessary.

Understand that I would love it if BMC documented their systems better.
 I just don't think that the statement that it is necessary that they
document their naming conventions, or the implied statement that they
should document other implementation details, is correct.  It would be
great if they did, but they are under no obligation to do so.

Lyle

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of David.M Clark
Sent: Tuesday, March 24, 2009 9:36 AM
To: arslist@ARSLIST.ORG 
Subject: Re: ITSM naming convention sucks

I think that paying for support says otherwise... except for that
"easy"
part.

David M Clark
Remedy Programmer/Analyst


>>> Lyle Taylor  3/24/2009 10:06 AM >>>
Strictly speaking, ITSM is BMC's product, and they are under no
obligation to provide us with any of the nitty-gritty details about
how
their application was written including any naming conventions used
internally, etc.  The fact that BMC allows you to customize the
product
doesn't mean they need to support you in that effort or to make it
easy
for you.

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin
Sent: Tuesday, March 24, 2009 3:56 AM
To: arslist@ARSLIST.ORG 
Subject: Re: ITSM naming convention sucks

**
"In my opinion, ITSP followed some best naming conventions."

Well considering that as far as know the naming convention is not
explained anywhere in the ITSP or ITSM documentation, I can't see how
you can believe that. Remedy allows you up to 80 characters to name
workflow items, and it seems that ITSP and ITSM does not use all of
these characters. My Active Link workflow has a naming convention as
follows


 1.  Prefix for custom work (CC_)
 2.  Form abbreviation (NIM:) - New Incident Console
 3.  Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL
-
Window Loaded). If more than one Execute on is specified, then the
abbreviation I use is the most relevant
 4.  Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask)
 5.  Execution Order (-000-)
 6.  Details of Actions (OpenHelpDesk)

Thus, we get

CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk

If an AL or Filter is part of a Guide, then the suffix _GUIDE is
applied. If the AL or Filter calls a Guide, then the suffix _CallGuide
is applied.

I'm sure other people have naming conventions, but if you are
providing
a product that is to be released to the general public, then surely
publishing the naming convention in your documentation is ESSENTIAL.

Just my £0.02 worth!


Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com 
W: www.computacenter.com 


**

COMPUTACENTER PLC is registered in England and Wales with the
registered number 03110569. Its registered office is at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (UK) Limited is registered in England and Wales with the
registered number 01584718. Its registered office i
s at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (Mid-Market) Limited is registered in England and Wales
with the registered number 3434654. Its registered office is at
Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (FMS) Limited is registered in England and Wales with
the
registered number 3798091. Its registered office is at Hatfield
Business
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW



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It contains information which may be confidential and which may also
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Unless you are the named addressee (or authorised to receive mail for
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Re: ITSM naming convention sucks

[David.M Clark]

I think that paying for support says otherwise... except for that "easy"
part.

David M Clark
Remedy Programmer/Analyst


>>> Lyle Taylor  3/24/2009 10:06 AM >>>
Strictly speaking, ITSM is BMC's product, and they are under no
obligation to provide us with any of the nitty-gritty details about how
their application was written including any naming conventions used
internally, etc.  The fact that BMC allows you to customize the product
doesn't mean they need to support you in that effort or to make it easy
for you.

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Coleman, Gavin
Sent: Tuesday, March 24, 2009 3:56 AM
To: arslist@ARSLIST.ORG 
Subject: Re: ITSM naming convention sucks

**
"In my opinion, ITSP followed some best naming conventions."

Well considering that as far as know the naming convention is not
explained anywhere in the ITSP or ITSM documentation, I can't see how
you can believe that. Remedy allows you up to 80 characters to name
workflow items, and it seems that ITSP and ITSM does not use all of
these characters. My Active Link workflow has a naming convention as
follows


 1.  Prefix for custom work (CC_)
 2.  Form abbreviation (NIM:) - New Incident Console
 3.  Execute on abbreviation (MRC - Menu Row Choice, Btn - Button, WL -
Window Loaded). If more than one Execute on is specified, then the
abbreviation I use is the most relevant
 4.  Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask)
 5.  Execution Order (-000-)
 6.  Details of Actions (OpenHelpDesk)

Thus, we get

CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk

If an AL or Filter is part of a Guide, then the suffix _GUIDE is
applied. If the AL or Filter calls a Guide, then the suffix _CallGuide
is applied.

I'm sure other people have naming conventions, but if you are providing
a product that is to be released to the general public, then surely
publishing the naming convention in your documentation is ESSENTIAL.

Just my £0.02 worth!


Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: gavin.cole...@computacenter.com 
W: www.computacenter.com 


**

COMPUTACENTER PLC is registered in England and Wales with the
registered number 03110569. Its registered office is at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (UK) Limited is registered in England and Wales with the
registered number 01584718. Its registered office is at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (Mid-Market) Limited is registered in England and Wales
with the registered number 3434654. Its registered office is at Hatfield
Business Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (FMS) Limited is registered in England and Wales with the
registered number 3798091. Its registered office is at Hatfield Business
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW



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It contains information which may be confidential and which may also be
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Unless you are the named addressee (or authorised to receive mail for
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If you receive it in error please notify us immediately and then
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Re: Errors migrating form using Migrator or by importing def file

[David.M Clark]

Lyle,

Migrator has issues.  Always has.

You didn't specify what version of the AR System you are running, but if you're 
on anything less than 7.5 start by downloading and installing the latest patch 
of BMC Remedy Migrator.  (7.1.00 Patch 006 as of 02/11 when I had to do it.)  
If the problem(s) persist you can try calling tech support, or buy one of the 
alternative products that our two notes are now going to generate 
advertisements for on this forum.

-D

David M Clark
Remedy Programmer/Analyst


>>> Lyle Taylor  2/27/2009 2:09 PM >>>
Hi List,

I'm trying to migrate some forms from our development to our stage environment 
and am getting odd errors that don't make sense to me.  I get several errors 
like this:

Migration Error: 3700: Unable to create field 536880919
AR System Error: 382: The value(s) for this entry violate a unique index that 
has been defined for this form

What's odd is that there are no indexes defined by me on the form - if I go 
look at the form properties, no indexes are listed.  In addition, the majority 
of the fields it's giving me errors about already existing on the form.  I also 
get this error if I export the form to a def file and try to import it on the 
stage server.

For one of the fields I get this:

Migration Error: 3700: Unable to create field 536880923
AR System Error: 129: Field limit definition is invalid qualification - 
LDS:EMI:Messages, 536880923

That field is a regular character field that is pretty much unchanged from what 
gets added to a form by default except that the name was changed.  I haven't 
defined any limits for the field or changed any of the other options such as 
QBE Match, etc.

Has anyone else come across issues like this?  Any idea how to resolve them?

Thanks,
Lyle Taylor


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Re: ARS 6.3 Compatability Matrix

[David.M Clark]

Maybe it's just me, but would it be too much to ask that documentation and 
downloads of ALL previous versions ALWAYS be available on their site?  You 
don't have to support the use of it, but it could at least be available.  I 
(and many others I suspect) have spent WAY too much time trying to chase down 
those resources over the years to deal with legacy situations.

-D

David M Clark
Remedy Programmer/Analyst


>>> patchsk  2/25/2009 11:54 AM >>>
They removed 6.3 compatibility matrix from their site, because it is
not officially supported anymore.
I requested them by creating an issue and they sent an excel of 6.3
compatibility.
I will forward it to you in a private message.
If it same as 7.x or not depends on the component you are looking for,
based on OS,DB etc..

On Feb 25, 3:37 am, Mark Lev  wrote:
> Good Morning.
>
> Does anyone have or can tell me where to find the ARS 6.x compatability
> matrix?  I cannot find it on BMC site anymore.  If it's the same as 7.x,
> that would be a great anwer.
>
> Thanks,
> Mark
>
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Re: Need for Systems Adminsitrators with TS/SCI Full Scope Polygraph Clearances (Maryland)

[David.M Clark]

Polygraph?  Is this a job to work third shift in a convenience store?

David M Clark
Remedy Programmer/Analyst


>>> "Opela, Gary L CTR USAF AFMC 72 CS/SCBAH" 
>>>  2/23/2009 7:31 AM >>>
You are paying not only for the polygraph test, but for the tests that
debunk it, and the tests that support it!

Just my 2Cents. I think they are useless, as from what I've seen, there
are more false-positives than correct positives!


Gary

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Saturday, February 21, 2009 10:28 PM
To: arslist@ARSLIST.ORG 
Subject: Re: Need for Systems Adminsitrators with TS/SCI Full Scope
Polygraph Clearances (Maryland)

** 
Also, is anyone else amazed that polygraphs are still being used when
they've been de-bunked as junk science repeatedly?
 
And yes - if you are American - you are paying for it :)
 

William Rentfrow

Principal Consultant, StrataCom Inc.

wrentf...@stratacominc.com 

715-410-8056 C

715-592-5185 O

 



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of VanSickle, James W
Sent: Friday, February 20, 2009 11:17 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Need for Systems Adminsitrators with TS/SCI Full Scope
Polygraph Clearances (Maryland)


** 

Jeff

 

Is there anything Remedy-related to these positions?

 

James Van Sickle

Remedy Developer

Office: 972-409-4902

Mobile: 214-263-9340



From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jeff Glaser
Sent: Friday, February 20, 2009 11:12 AM
To: arslist@ARSLIST.ORG 
Subject: [ARSLIST] Need for Systems Adminsitrators with TS/SCI Full
Scope Polygraph Clearances (Maryland)

 

** 

This is a request for resumes and referrals for as many Systems
Administrators and Systems Engineers with active TS/SCI Full Scope
Polygraphs (NSA) as we can find.

 

The positions are currently located in  and around FT. Meade (Annapolis
Junction and Hanover, MD). Compensation is excellent (either W-2 with
benefits or 1099 contractors).

 

*   Need UNIX/LINUX Administrators  (8+ with good skills) 
*   Need Windows Administrators (2-3 Senior level) 
*   Need Strong Systems Engineers (UNIX/LINUX) 2 of whom must have
terrific scripting skills (Perl, bsh, etc) 

This is an urgent and time sensitive opportunity.

 

Any referral assistance will be rewarded upon hire.

 

Many thanks

 

Sincerely,



Jeff Glaser

VP IT Resource Recruiting

703-729-3382

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Floating User License Ratio

[David.M Clark]

As a rule of thumb, I've long used a ratio of floating user licenses to people 
of four to one for the general population.  Anyone have an opinion on this?  
(It's license review time.)

Thanks,

-D

David M Clark
Remedy Programmer/Analyst

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Re: ARS 7.5?

[David.M Clark]

Me too.

David M Clark
Remedy Programmer/Analyst


>>> "Opela, Gary L CTR USAF AFMC 72 CS/SCBAH" 
>>>  1/16/2009 1:40 PM >>>
Great, now I'm unsupported :(

Gary
ARS 6.3

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Friday, January 16, 2009 1:33 PM
To: arslist@ARSLIST.ORG 
Subject: Re: ARS 7.5?

And if you go into the ITSM applications you will find 7.5 there as
well.  :-) 

7.5.00 BMC Remedy Asset Management Application 16-Jan-2009 16-Jan-2009
16-Jan-2009 


 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
 Menomonee Falls, WI 53051
 262.703.5911 (phone)
 tony.worthing...@kohls.com  
 www.Kohls.com  




From:   "Frank, Gordon M. (CMS/CTR)"  
To: arslist@ARSLIST.ORG 
Date:   01/16/2009 12:38 PM 
Subject:Re: ARS 7.5? 
Sent by:"Action Request System discussion list(ARSList)"







** 
ARS 7.5 has just been released!! 
  
It is in the Supportweb Downloads, and the name of the download is 
  
"BMC Remedy AR System Server" 
  
Gordon M. Frank 
Lockheed Martin 




From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Joe D'Souza
Sent: Friday, January 16, 2009 12:29 PM
To: arslist@ARSLIST.ORG 
Subject: Re: ARS 7.5? 
  
I wonder how different it is from the very initial release they gave
away a year ago called the Dev Studio. I liked the fact that it was much
faster as it didn't do a million searches when opening any workflow
objects and did a search only when needed. I thought that was cool and
was great performance wise.. 
  
Joe 
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ]On Behalf Of
robert.2.k...@continental-corporation.com 
Sent: Friday, January 16, 2009 12:04 PM
To: arslist@ARSLIST.ORG 
Subject: Re: ARS 7.5? 
** 
Im most curious about the new Admin client, Eclipse based ! 



Scott Parrish  
Sent by: "Action Request System discussion list(ARSList)"
 

16.01.2009 17:45 



Please respond to
arslist@ARSLIST.ORG 



To
arslist@ARSLIST.ORG 
cc
  
Subject
Re: ARS 7.5?

  



 





During the final call for the open beta it was announced that ARS 7.5
would be released today. More than likely it will be tonight as I am
sure that BMC doesn't want/need everyone downloading at the same time
during business hours. We were told during the call that there would be
an announcement on the BMC website (main site or support web, I'm not
sure) when the download is available.

ITSM 7.5 should also be available today.

Scott Parrish
IT Prophets
(770) 653-5203
www.itprophets.com 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of
Oliva Millonig, Patricia
Sent: Friday, January 16, 2009 11:35 AM
To: arslist@ARSLIST.ORG 
Subject: ARS 7.5?

A support engineer from BMC just told me that Remedy 7.5 is being
released today...is that true?

-Tricia 

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Re: Migrator 7.1 does not create fields for new form on first try

[David.M Clark]

Thanks Gidd,

I'll try the eval, but I am handcuffed to Migrator for at least the next year 
or two I expect... though I often pray for the sweet release of death.

-D

David M Clark
Remedy Programmer/Analyst


>>> Gidd  1/15/2009 1:42 PM >>>
David,

Have you had an opportunity to look at Panacea ?  With excellent service and
a solid solution
the in recent memory exceeds Migrator (not a difficult task) it is worth a
look/review.  
I believe they still offer a full evaluation download.  Of course getting
funding to change
gears in this economy is another issue.

HTH


Regards...Gidd

  

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of David.M Clark
Sent: Thursday, January 15, 2009 11:25 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Migrator 7.1 does not create fields for new form on first try

Many and varied are the ways in which Migrator can make your life miserable.
It's been that way since it was Ostream Migrator version 1.0.  Still, like
the fool that I am... I keep trying.

-D

David M Clark
Remedy Programmer/Analyst


>>> Jason Miller  1/14/2009 6:26 PM >>>
Has anybody else noticed that Migrator does not create any fields other than
the core ones when migrating a new form to a server?  If I rerun the
migration script it will create the all of the fields and arrange them in
the view.

Migrator 7.1 patch 5
ARS 7.0.1 patch 6 (both servers)
Same Windows 2003 R2 for app and db.

Jason


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Re: Migrator 7.1 does not create fields for new form on first try

[David.M Clark]

Many and varied are the ways in which Migrator can make your life miserable.  
It's been that way since it was Ostream Migrator version 1.0.  Still, like the 
fool that I am... I keep trying.

-D

David M Clark
Remedy Programmer/Analyst


>>> Jason Miller  1/14/2009 6:26 PM >>>
Has anybody else noticed that Migrator does not create any fields other than
the core ones when migrating a new form to a server?  If I rerun the
migration script it will create the all of the fields and arrange them in
the view.

Migrator 7.1 patch 5
ARS 7.0.1 patch 6 (both servers)
Same Windows 2003 R2 for app and db.

Jason

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Re: ADM: Other shoe just fell, no UserWorld 2009, so on with the ARSlist Awards

[David.M Clark]

Okay, since BMC has dropped the ball on this we'll just have to handle
it ourselves.

Feel free to pencil in the week of September 14, 2009 to be in
Nashville, TN for David's Remedy User Group.  (DRUG '09... Time for a
T-shirt design contest.)  You can all stay at my place (bring a sleeping
bag) and we'll order in pizza and sit around complaining about the
current situation and reminiscing about Remedy days gone by.

You're welcome,

-D

P.S. I'll have finished building a pretty elaborate playground in the
backyard by that time, so feel free to bring the spouse and kids.

P.P.S. Claire is right… I’ll need more chairs.  You probably should
bring your own.


David M Clark
Remedy Programmer/Analyst


>>> Daniel  1/6/2009 10:01 AM >>>
Apparently not only did they botch up the 2008,

They have decided to follow that up with just not trying for 2009

(they don't say it won't happen, just they will not host it which is
not

Necessarily the same thing, but this year probably is).

 

Guess that makes the ARSlist the UserWorld 2009, meeting from now to
the end
of the year,

At least for the BMC BSM/Atrium/Remedy crowd.

 

I will let others discuss if this is a good fiscal move or not. I think
the
value

Of the conference outweighs the costs, but I only have to pay the bill
for
me.

 

In any event, or lack thereof, this means I will be doing the
following:

 

1)   Returning to the Vote for the ARSlist Awards for 2008

 

2)   Planning for some set of events that can allow us to properly

Do the ARSlist Awards 2009 and provide a method for us all to

Share  our discoveries of 2009. This may mean a multi-city
simultaneous
conference,

Or setting up a virtual conference. 

 

3)   Exploring other on-line avenues to expand what the
ARSlist/WWRUG
can provide

To replace our annual conference networking ability. The first is a
FaceBook
Group

But if folks have other thoughts please let me know

 

 

... Daniel


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Monday Humor: They're ready for a conference now I think

[David.M Clark]

http://www.usatoday.com/life/people/2008-11-16-victorias-secret_N.htm?loc=interstitialskip

David M Clark
Remedy Programmer/Analyst



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Re: OT - Wednesday humour

[David.M Clark]

How IS Userworld going today anyway?  Is the weather in Miami nice?

-D

P.S. Never mind... I'm just picking at scabs here.

David M Clark
Remedy Programmer/Analyst


>>> Thad K Esser <[EMAIL PROTECTED]> 10/15/2008 3:19 PM >>>
Apparently the hotel the joke resides in was under construction in 2007.

Thad Esser
Remedy Developer
"Argue for your limitations, and sure enough, they're yours."-- Richard 
Bach



Carey Matthew Black <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)" 

10/15/2008 01:03 PM
Please respond to
arslist@ARSLIST.ORG 


To
arslist@ARSLIST.ORG 
cc

Subject
Re: OT - Wednesday humour






Or maybe there should be a rule about checking the archives to see if
a Joke was posted before?

Please check ARSList circa: Fri, Apr 29, 2005 via David 
[EMAIL PROTECTED] 
Please check ARSList circa: Fri, Mar 17, 2006 via Will Du Chene
@basementworkshop.net

It went something like this in 05:
CHILI # 1 - MIKE'S MANIAC MONSTER CHILI
CHILI # 2 - AUSTIN'S AFTERBURNER CHILI
CHILI # 3 - FRED'S FAMOUS BURN DOWN THE BARN CHILI
CHILI # 4 - BUBBA'S BLACK MAGIC
CHILI # 5 - LISA'S LEGAL LIP REMOVER
CHILI # 6 - VERA'S VERY VEGETARIAN VARIETY
CHILI # 7 - SUSAN'S SCREAMING SENSATION CHILI
CHILI # 8 - BIG TOM'S TOENAIL CURLING CHILI

Same judges (#1, #2, and #3 AKA:"Frank")

Then in 06 the names of the chili dishes became:
"
Chili # 1 Eddie's Maniac Monster Chili...
Chili # 2 Austin's Afterburner Chili...
Chili # 3 Ronny's Famous Burn Down the Barn Chili...
Chili # 4 Dave's Black Magic...
Chili # 5 Lisa's Legal Lip Remover...
Chili # 6 Pam's Very Vegetarian Variety..
Chili # 7 Carla's Screaming Sensation Chili...
Chili # 8 Karen's Toenail Curling Chili...
"

Now in 08... (back to 05.. but who really wants to go back to 05?)

CHILI # 1 - MIKE'S MANIAC MONSTER CHILI
CHILI # 2 - AUSTIN'S AFTERBURNER CHILI
CHILI # 3 - FRED'S FAMOUS BURN DOWN THE BARN CHILI
CHILI # 4 - BUBBA'S BLACK MAGIC
CHILI # 5 - LISA'S LEGAL LIP REMOVER
CHILI # 6 - VERA'S VERY VEGETARIAN VARIETY
CHILI # 7 - SUSAN'S SCREAMING SENSATION CHILI
CHILI # 8 - BIG TOM'S TOENAIL CURLING CHILI

The names of the chili have likely been changed to prevent the spam
filters from catching the email. :(

Still funny 3 years later. (And 2005 was likely not the first trip
around the internet for this joke either.)

-- 
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

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

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Re: Support sites link to view/modify issues not working?

[David.M Clark]

I've been getting similar "caught exception" errors too.  BMC/Remedy Tech 
Support advised the following:

"Please add www.bmc.com and *.bmc.com to your trusted sites. Also, clear the 
cookies and history, then close the browser and open a new browser and login. 
Once logged in, try to subscribe again and you should have access."

That doesn't work of course.  I guess deleting arf and arv files can't be far 
away.

-D

David M Clark
Remedy Programmer/Analyst


>>> Joe DeSouza <[EMAIL PROTECTED]> 10/14/2008 3:25 PM >>>
This is what I get in a prompt when I login to support and click on the 
View/Update Issue link

Caught exception :inMenudef is null

Last time I got a similar error was about a couple of weeks ago and was told 
they were upgrading the application with new def files. Something wrong again?

Joe



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Re: AR System 7.5 (an open beta by any other name...)

[David.M Clark]

Nope... not just you at all.

David M Clark
Remedy Programmer/Analyst


>>> Axton <[EMAIL PROTECTED]> 10/10/2008 8:30 AM >>>
It's not just you.

Axton

On Fri, Oct 10, 2008 at 7:58 AM, Carey Matthew Black
<[EMAIL PROTECTED]> wrote:
> Alan,
>
> Maybe it is just me... but
>
> "Open beta" should not require me to get "approved" by the vendor. I
> should be able to go to their web site (like here:
> http://www.bmc.com/beta_program/public/available_betas.cfm) and get
> the software.
>
>
> Oh look... it is not just me
>
> Ref: http://en.wikipedia.org/wiki/Beta_test#Beta 
> "
> Developers release either a closed beta or an open beta; closed beta
> versions are released to a select group of individuals for a user
> test, while open betas are to a larger community group, usually the
> general public. The testers report any bugs that they found and
> sometimes minor features they would like to see in the final version.
> "
>
> But the article does go on to say this too...
>
> "
> When a beta becomes available to the general public it is often widely
> used by the technologically savvy and those familiar with previous
> versions as though it were the finished product. Usually developers of
> freeware or open-source betas release them to the general public while
> proprietary betas go to a relatively small group of testers.
> Recipients of highly proprietary betas may have to sign a
> non-disclosure agreement. A release is called feature complete when
> the product team agrees that functional requirements of the system are
> met and no new features will be put into the release, but significant
> software bugs may still exist. Companies with a formal software
> process will tend to enter the beta period with a list of known bugs
> that must be fixed to exit the beta period, and some companies make
> this list available to customers and testers.
> "
>
> So I guess what BMC means by "Open beta" must be more along the lines
> of the "proprietary beta" process. Which really sounds like a "closed
> beta" to me. (AKA: "released to a select group of individuals for a
> user test") Maybe they will someday make the switch to an open beta
> and use their entire customer/partner base. Maybe they could do that
> in the form of a "Patch" site download? That should keep the faint of
> heart and the "non-paying customers" out of the beta.
>
>
> Shrug. I asked my sales rep to be included in the beta... then he left
> the company. So I guess my request to be in the Alpha/beta likely left
> with him. I is simply "to hard" to know when and how to request access
> to a closed beta.
>
>
>
> FWIW: In a very general way, I have these thoughts on "Beta testing
> programs" from any software manufacturer:
>
> I think the "benefits" of the closed beta programs are so limited to
> almost be "self fulling prophesy" for the company. If you only ask
> your customers that only use your OOB applications and they only test
> your OOB applications, then the company has a good shot at being able
> to do that same testing in Alpha and knowing the results before the
> beta starts. But that also means that you learned almost nothing by
> expending all of those resource outsourcing (to the customer) the
> testing that you have already done internally.
>
> However, if all of the existing customers were to test what they do
> with the product, then the company is likely to not have tested all of
> the strange and special ways that those crazy customers out there end
> up making the product fit that square hole problem. And trust me the
> crazy customers want/need to test the next version because they know
> that they are pushing the envelope of the product and are on the
> (often) bleeding edge of the tech. So those testers are more likely to
> participate than the "just OOB" customers anyway.
>
> However those crazy customers will likely result in more known
> issues/bugs and a decrease in customer confidence due to the well
> known broken state of the next version. That hurts sales of the new
> version and thus hurts the company. So the company decides to keep the
> beta testers more "exclusive" to avoid the pain points and to try to
> keep the customers "happy with the non-existent experience" instead of
> "satisfied with the quality of the product that they used in the
> testing program".
>
> But maybe it is just me. Maybe some day when I am running my own
> software company :)
>
> --
> 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 Thu, Oct 9, 2008 at 3:09 PM, Alan Blake <[EMAIL PROTECTED]> wrote:
>> **
>>
>> The open BETA started beginning of Sept.  You can send an inquiry here
>> [EMAIL PROTECTED] 
>>
>> Alan
>
> 
>
>> - Original Message 
>> From: Alan Blake <[EMAIL PROTECTED]>
>> To: arslist@ARSLIST.ORG 
>> Sent: Thursday, October 9, 2008 12:26:58 PM
>> Subject: Re: AR System 7.

Re: OT: What does BMC stand for?

[David.M Clark]

I had a more colorful explanation, but I guess that can wait for another time.  
Probably a Friday.

David M Clark
Remedy Programmer/Analyst


>>> "Coleman, Gavin" <[EMAIL PROTECTED]> 9/25/2008 10:26 AM >>>
http://wiki.answers.com/Q/What_is_BMC_stands_for_in_BMC_Software 


it is the first letter of the three founders names :-

BMC Software founders Scott Boulett, John Moores, and Dan Cloer began a 
contract programming partnership that operated in and around Houston, Texas. By 
1980, the company was incorporated, and officially became BMC Software, Inc.


Gavin Coleman
Senior Analyst/Programmer
Computacenter (UK) Ltd
Services & Solutions
Hatfield Avenue
Hatfield, Hertfordshire, AL10 9TW, United Kingdom
T: +44 (0) 1707 631662
E: [EMAIL PROTECTED] 
W: www.computacenter.com 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH
Sent: 25 September 2008 16:20
To: arslist@ARSLIST.ORG 
Subject: OT: What does BMC stand for?

**
Some co-workers and I were just in a discussion over where they worked. We had 
all done work either for companies, or on products supported by companies with 
a three-letter name. I was wondering, does anyone know what BMC stands for? 
I've scoured the internet, but to no avail.

Thanks,

Gary
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

**
COMPUTACENTER PLC is registered in England and Wales with the registered number 
03110569.  Its registered office is at Hatfield Business Park, Hatfield Avenue, 
Hatfield, Hertfordshire AL10 9TW
COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718.  Its registered office is at Hatfield Business 
Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW 

The contents of this email are intended for the named addressee only.
It contains information which may be confidential and which may also be 
privileged.
Unless you are the named addressee (or authorised to receive mail for the 
addressee) you may not copy or use it, or disclose it to anyone else.
 
If you receive it in error please notify us immediately and then destroy it.
 
Computacenter information is available from:
http://www.computacenter.com 
**

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Re: OT- Question about Invitation to join BMC Elite

[David.M Clark]

"For every referral you are eligible for 1st Tier commission, for every 
candidate who they refer you earn 2ndTier commission and every subsequent 
referral you will earn 3rd tier commission"

If we all refer each other we'll "earn 3rd tier commission" in no time!!!
Of course that probably just means that we'll get this email over and over and 
over...

David M Clark
Remedy Programmer/Analyst


>>> Rick Cook <[EMAIL PROTECTED]> 9/11/2008 11:24 AM >>>
OT- Question about Invitation to join BMC EliteSeems to have a bunch of 
international people on it - I only recognized a few names.  I don't suppose it 
hurts anyone.

Rick
  - Original Message - 
  From: Scott Parrish 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Thursday, September 11, 2008 9:14 AM
  Subject: Re: OT- Question about Invitation to join BMC Elite


  ** 
  David,

  I got the same email. It came from James Richardson, formerly of TuringSMI 
and now of Resource Management Solutions. It DOES NOT COME from BMC. I sent him 
a note at [EMAIL PROTECTED] and let him know I didn't appreciate being on his 
mass market mailing list and asking him to remove me immediately. To his credit 
he sent me an email stating that I had been removed from the mailing list.

   

  Scott Parrish

  IT Prophets, LLC

  (770) 653-5203

  www.itprophets.com 


--

  From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Shellman, David
  Sent: Thursday, September 11, 2008 12:06 PM
  To: arslist@ARSLIST.ORG 
  Subject: OT- Question about Invitation to join BMC Elite

   

  Hmmm.  Just got a strange email.  I'm attempting to figure out if it's legit 
from BMC or garbage.  It doesn't provide a lot of detail about what BMC Elite 
is but does offer me commissions.

  Centralized new feeds for ARSList, UKRUG and others.  Hmmm. 

  Actual invite listed below. 

  Dave Shellman 

  Phone:  (717) 810-3687 
  Fax:(717) 810-2124 
  email:  [EMAIL PROTECTED] 

  Tyco Electronics 
  MS 161-043 
  PO Box 3608 
  Harrisburg, PA 17105-3607 

   

  Administrator Collectivex has invited you to join BMC Elite: 

  Accept Administrator Collectivex's invitation or Decline 

   

  

 

  You have been invited to join the BMC Elite Network, an invitation only 
network for BMC professionals only. 

  From Senior Project Managers to specialised ITSM & SRM Consultants. As a 
registered Networker, you can recommend colleague to join BMC Elite so they too 
can benefit from the BMC Elite services. Both you and your invitees are 
eligible to earn referral fees through the BMC Elite Network. 

  This Groupsite will enable you to share, network and coordinate your efforts. 
All information provided through this platform is maintained for the use of BMC 
Elite members. 

  All the ARSList, UKRUG, MWRUG, NRUG, BRUG, VRUG, PUGS, CMuG, TACUG, SEACUG, 
MiACUG NECUG, NEWENGCUG, BEMUG EMEAMUG, NCMUG, SIEM and other BMC related news 
feeds will be centralised in the Group Site. Special training offers and 
insider news from BMC will be made available. 

  Please click the link below so you may quickly and easily participate in BMC 
Elite. Signup is simple and takes less than a minute. 

  Don't forget to check out the current job lists updated daily at 

  http://www.bmcelite.com 

  [For every referral you are eligible for 1st Tier commission, for every 
candidate who they refer you earn 2ndTier commission and every subsequent 
referral you will earn 3rd tier commission] 

   

  Sincerely, 

  Administrator Collectivex 

   

  Accept the invitation from Administrator Collectivex 

  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" 
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Support Number Busy? RESOLVED

[David.M Clark]

I opened an issue via the web and received this response:
***
David, 

All calls are routed through the BMC Contact Center now.  You can get 
assistance w/your Remedy issues by calling 800 537 1813.  The old number is no 
longer in use.

Thanks
BMC Customer Support
***
How long has that been in place?
Did I get left off of a notification list for this info?
Is it the same list they used/didn't use when they canceled RUG this year?
Is BMC just TRYING to annoy Remedy people these days?

Thanks for letting me vent,

-D

David M Clark
Remedy Programmer/Analyst


>>> David.M Clark 9/10/2008 8:52 AM >>>
I'm trying to call tech support, for the first time in a long time, and I'm 
getting a busy signal.  The number is still 925-469-4200, right?

David M Clark
Remedy Programmer/Analyst



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Support Number Busy?

[David.M Clark]

I'm trying to call tech support, for the first time in a long time, and I'm 
getting a busy signal.  The number is still 925-469-4200, right?

David M Clark
Remedy Programmer/Analyst



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Re: TelAlert Info

[David.M Clark]

I've used it for several years to send assignment notifications to pagers (via 
filters) and system status messages (via escalations) to telephones with that 
synthetic voice.  Just outgoing stuff though, and the version is getting pretty 
old.  My understanding is that their licensing scheme has changed over the 
years from a per server to a per RECIPIENT rate, so it's not cheap to use.  If 
you haven't already looked for alternatives, you may want to start doing so.  
Basically you add a client executable file (telalert.exe or telalertc.exe I 
think) to your Remedy application server, configure the TelAlert server (if on 
a different box) to allow communications from the Remedy IP address, then 
create workflow do a Run Process with a Command Line like:

/apps/telalert/telalert -host xx.xxx.xx.xx -c lNashvilleTextPager -pin $Number$ 
-user Admin -m $Short Description$

Getting TelAlert installed and configured is definitely much harder than 
actually using it, but I haven't really had to do anything to it BUT use it 
since I set it up six years ago at my current site.  (Has it been SIX?  Time to 
start looking.)  Consequently, I don't remember a lot of setup details... sorry.

-D



David M Clark
Remedy Programmer/Analyst


>>> "Jaffaree, Shamhoon" <[EMAIL PROTECTED]> 9/4/2008 10:51 AM >>>
Hi,

Has anyone done TelAlert integration with home grown Help Desk system? 

We are looking to do send messages to Cell Phones and update tickets
using voice response.

 

Thanks

Shamhoon.


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Re: Salary in Bay Area

[David.M Clark]

Gary, one or two of my associates will be by later to... negotiate the chain of 
command.  There's always room on my payroll.

In related news, I've gotten two calls today from BMC managers to ask how 
things are going.  Maybe talk of unionizing is already scaring them...

David M Clark
Remedy Programmer/Analyst


>>> "Gary Opela (Corporate)" <[EMAIL PROTECTED]> 8/6/2008 12:38 PM >>>
I'll be the treasurer, president, and CFO. Just pay the dues directly to me, 
and I'll take care of them. I'll also audit myself to make sure I'm not 
mis-using them.

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com 

http://www.lcibest.com 

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of David.M Clark
Sent: Wednesday, August 06, 2008 12:34 PM
To: arslist@ARSLIST.ORG 
Subject: Re: Salary in Bay Area

I feel that I should "appoint" that position...

David M Clark
Remedy Programmer/Analyst


>>> Howard Richter <[EMAIL PROTECTED]> 8/6/2008 12:32 PM >>>
So we have a pres, who will be the Treasurer.

On 8/6/08, Tim Widowfield <[EMAIL PROTECTED]> wrote:
>
> ** Cool.  Then when the Pinkertons come to bust us up, you can fend
them
> off while we run away!
>
> --Tim
>
>
>
> - Original Message 
> From: David.M Clark <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG 
> Sent: Wednesday, August 6, 2008 12:06:36 PM
> Subject: Re: [ARSLIST] Salary in Bay Area
>
> I've had my nose broken a few times... can I be a union "boss"?
>
> David M Clark
> Remedy Programmer/Analyst
>
>
> >>> Howard Richter <[EMAIL PROTECTED]> 8/6/2008 11:02 AM >>>
> Susan,
>
> The first item we need to address is how much we want to charge for
> dues.
>
> hbr
>
> On 8/6/08, Susan Palmer <[EMAIL PROTECTED]> wrote:
> >
> > ** I like that ... an activist in the group !!!
> >
> > Susan
> >
> >
> > On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter
<[EMAIL PROTECTED]>
> wrote:
> >
> >> ** Maybe we need to form a union to keep our rates up to what
they
> should
> >> be.
> >>
> >> hbr
> >>
> >>
> >>  On 8/6/08, Tortolero, Joseph <[EMAIL PROTECTED]> wrote:
> >>>
> >>> **
> >>>
> >>> Shawn, Right ON!
> >>>
> >>> Remedy peeps...good Remedy peeps should NOT devalue themselves...if
you
> are
> >>> willing to take 50-60 an hour you are screwing everyone by
giving
> away your
> >>> HARD earned money and devaluing our profession. The bar should
be
> set at 100
> >>> minimum an hour. And Shawn is COMPLETELY correct about that 15%,
in
> fact I
> >>> go 12% tops.  Anything more then that and you are getting
robbed.
> It's not
> >>> like we don't get 10-15 calls a week with job offers...we are
needed
> and will
> >>> be needed...set the standard, maintain the standard.
> >>>
> >>>
> >>>
> >>>
> >>>
> >>> Thank you,
> >>>
> >>> -j
> >>>
> >>>
> >>>
> >>> *Joe Tortolero*
> >>>
> >>> *Remedy Consultant*
> >>>
> >>> *Desk - 561-682-2780*
> >>>
> >>> *Cell  - 561-665-1363*
> >>>
> >>> [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> >>>
> >>>
> >>>
> >>> **
> >>>
> >>>
> >>>
> >>>
> >>>  --
> >>>
> >>> *From:* Action Request System discussion list(ARSList) [mailto:
> >>> [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
> >>> *Sent:* Tuesday, August 05, 2008 5:11 PM
> >>> *To:* arslist@ARSLIST.ORG 
> >>> *Subject:* Re: Salary in Bay Area
> >>>
> >>>
> >>>
> >>> That's strange but it makes sense that the bay area would pay
less
> than
> >>> the rest of the country due to an overabundance of Remedy
people.
> You can
> >>> probably get six figures as a Remedy developer with more than
ten
> years just
> >>> about anywhere in the U.S. if you are working on ITSM, although
no
> person
> >>> with that much experience should even be supporting a home grown
> system for
> >

Re: Salary in Bay Area

[David.M Clark]

I feel that I should "appoint" that position...

David M Clark
Remedy Programmer/Analyst


>>> Howard Richter <[EMAIL PROTECTED]> 8/6/2008 12:32 PM >>>
So we have a pres, who will be the Treasurer.

On 8/6/08, Tim Widowfield <[EMAIL PROTECTED]> wrote:
>
> ** Cool.  Then when the Pinkertons come to bust us up, you can fend
them
> off while we run away!
>
> --Tim
>
>
>
> - Original Message 
> From: David.M Clark <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG 
> Sent: Wednesday, August 6, 2008 12:06:36 PM
> Subject: Re: [ARSLIST] Salary in Bay Area
>
> I've had my nose broken a few times... can I be a union "boss"?
>
> David M Clark
> Remedy Programmer/Analyst
>
>
> >>> Howard Richter <[EMAIL PROTECTED]> 8/6/2008 11:02 AM >>>
> Susan,
>
> The first item we need to address is how much we want to charge for
> dues.
>
> hbr
>
> On 8/6/08, Susan Palmer <[EMAIL PROTECTED]> wrote:
> >
> > ** I like that ... an activist in the group !!!
> >
> > Susan
> >
> >
> > On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter
<[EMAIL PROTECTED]>
> wrote:
> >
> >> ** Maybe we need to form a union to keep our rates up to what
they
> should
> >> be.
> >>
> >> hbr
> >>
> >>
> >>  On 8/6/08, Tortolero, Joseph <[EMAIL PROTECTED]> wrote:
> >>>
> >>> **
> >>>
> >>> Shawn, Right ON!
> >>>
> >>> Remedy peeps…good Remedy peeps should NOT devalue themselves…if
you
> are
> >>> willing to take 50-60 an hour you are screwing everyone by
giving
> away your
> >>> HARD earned money and devaluing our profession. The bar should
be
> set at 100
> >>> minimum an hour. And Shawn is COMPLETELY correct about that 15%,
in
> fact I
> >>> go 12% tops.  Anything more then that and you are getting
robbed.
> It's not
> >>> like we don't get 10-15 calls a week with job offers…we are
needed
> and will
> >>> be needed...set the standard, maintain the standard.
> >>>
> >>>
> >>>
> >>>
> >>>
> >>> Thank you,
> >>>
> >>> -j
> >>>
> >>>
> >>>
> >>> *Joe Tortolero*
> >>>
> >>> *Remedy Consultant*
> >>>
> >>> *Desk - 561-682-2780*
> >>>
> >>> *Cell  - 561-665-1363*
> >>>
> >>> [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> >>>
> >>>
> >>>
> >>> **
> >>>
> >>>
> >>>
> >>>
> >>>  --
> >>>
> >>> *From:* Action Request System discussion list(ARSList) [mailto:
> >>> [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
> >>> *Sent:* Tuesday, August 05, 2008 5:11 PM
> >>> *To:* arslist@ARSLIST.ORG 
> >>> *Subject:* Re: Salary in Bay Area
> >>>
> >>>
> >>>
> >>> That's strange but it makes sense that the bay area would pay
less
> than
> >>> the rest of the country due to an overabundance of Remedy
people.
> You can
> >>> probably get six figures as a Remedy developer with more than
ten
> years just
> >>> about anywhere in the U.S. if you are working on ITSM, although
no
> person
> >>> with that much experience should even be supporting a home grown
> system for
> >>> less than $80k/year anywhere.  You can get that much at a job in
> Oklahoma or
> >>> Ohio, which have much lower costs of living than the bay area.
> It's all
> >>> about supply and demand though, so if you want to be paid well
you
> have to
> >>> live somewhere that has very few Remedy people available, and a
lot
> of
> >>> companies making decent money so they can pay a decent salary
too.
> >>>
> >>>
> >>>
> >>> As far as consulting, with 10 years of experience I would
suggest
> looking
> >>> at a minimum of $125/hour.  I know BMC charges twice that for
their
> senior
> >>> people, and a lot of the major Remedy consulting firms charge
> similar
> >>> rates.  Any consulting firm that keeps more than 15% or $15/hour
> from your
> >>> rate (depending on whether you are making more or less than
> $100/hr)  is
> >>> keeping too much.  When I first did consulting I was ripped off
a
> few tim

Re: Salary in Bay Area

[David.M Clark]

I've had my nose broken a few times... can I be a union "boss"?

David M Clark
Remedy Programmer/Analyst


>>> Howard Richter <[EMAIL PROTECTED]> 8/6/2008 11:02 AM >>>
Susan,

The first item we need to address is how much we want to charge for
dues.

hbr

On 8/6/08, Susan Palmer <[EMAIL PROTECTED]> wrote:
>
> ** I like that ... an activist in the group !!!
>
> Susan
>
>
> On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter <[EMAIL PROTECTED]>
wrote:
>
>> ** Maybe we need to form a union to keep our rates up to what they
should
>> be.
>>
>> hbr
>>
>>
>>   On 8/6/08, Tortolero, Joseph <[EMAIL PROTECTED]> wrote:
>>>
>>> **
>>>
>>> Shawn, Right ON!
>>>
>>> Remedy peeps…good Remedy peeps should NOT devalue themselves…if you
are
>>> willing to take 50-60 an hour you are screwing everyone by giving
away your
>>> HARD earned money and devaluing our profession. The bar should be
set at 100
>>> minimum an hour. And Shawn is COMPLETELY correct about that 15%, in
fact I
>>> go 12% tops.  Anything more then that and you are getting robbed.
It's not
>>> like we don't get 10-15 calls a week with job offers…we are needed
and will
>>> be needed...set the standard, maintain the standard.
>>>
>>>
>>>
>>>
>>>
>>> Thank you,
>>>
>>> -j
>>>
>>>
>>>
>>> *Joe Tortolero*
>>>
>>> *Remedy Consultant*
>>>
>>> *Desk - 561-682-2780*
>>>
>>> *Cell  - 561-665-1363*
>>>
>>> [EMAIL PROTECTED] <[EMAIL PROTECTED]>
>>>
>>>
>>>
>>> **
>>>
>>>
>>>
>>>
>>>  --
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
>>> *Sent:* Tuesday, August 05, 2008 5:11 PM
>>> *To:* arslist@ARSLIST.ORG 
>>> *Subject:* Re: Salary in Bay Area
>>>
>>>
>>>
>>> That's strange but it makes sense that the bay area would pay less
than
>>> the rest of the country due to an overabundance of Remedy people. 
You can
>>> probably get six figures as a Remedy developer with more than ten
years just
>>> about anywhere in the U.S. if you are working on ITSM, although no
person
>>> with that much experience should even be supporting a home grown
system for
>>> less than $80k/year anywhere.  You can get that much at a job in
Oklahoma or
>>> Ohio, which have much lower costs of living than the bay area. 
It's all
>>> about supply and demand though, so if you want to be paid well you
have to
>>> live somewhere that has very few Remedy people available, and a lot
of
>>> companies making decent money so they can pay a decent salary too.
>>>
>>>
>>>
>>> As far as consulting, with 10 years of experience I would suggest
looking
>>> at a minimum of $125/hour.  I know BMC charges twice that for their
senior
>>> people, and a lot of the major Remedy consulting firms charge
similar
>>> rates.  Any consulting firm that keeps more than 15% or $15/hour
from your
>>> rate (depending on whether you are making more or less than
$100/hr)  is
>>> keeping too much.  When I first did consulting I was ripped off a
few times
>>> because I went through too many layers, where you have a small
consulting
>>> firm taking 15%, who has a deal with a larger consulting firm
taking 15%,
>>> who then deals directly with the client.  In fact, I remember
working with a
>>> guy who was being paid less than $40/hour while the client was
paying
>>> $150/hour only because he had three or four consulting firms in the
middle
>>> who each took their cut.  When consulting, always ask who the
direct client
>>> is, and if they refuse to tell you or if they tell you the name of
another
>>> consulting company, don't let them submit your information to the
client.
>>>
>>>
>>>
>>> Shawn Pierson
>>>
>>>
>>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
>>> html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
>>> Answers Are" html___
>>>
>>
>>
>>
>>
>> --
>> Howard Richter
>> Re
d Hat Certified Technician
>> CompTIA Linux+ Certified
>> ITIL Foundation Certified
>> E-Mail = [EMAIL PROTECTED] 
>> LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum
Sponsor:
>> www.rmsportal.com ARSlist: "Where the Answers Are" html___
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
Are"
> html___
>



-- 
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = [EMAIL PROTECTED] 
LinkedIn Profile = http://www.linkedin.com/in/hbr4270 

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Re: Indexing Question

[David.M Clark]

Not to start a war, but my experience has been that Oracle DBA's are absolutely 
the WORST for "doing things".  You must teach them to keep their hands off, 
unless disk space is involved.

David M Clark
Remedy Programmer/Analyst


>>> "Sanford, Claire" <[EMAIL PROTECTED]> 7/11/2008 12:11 PM >>>
I've read the KB entry, but have been told otherwise, so that was why I
asked the list.

He has created some indexes outside the admin tool which I think may be
the problem.  He has created them to make some views that were created
for some odbc reporting to run quickly. 

 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Friday, July 11, 2008 11:05 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Indexing Question

Claire,

There is a knowledge base entry that states that all indexes are dropped
and recreated. So much for what I know.

Roger A. Nall 
Manager, OSSNMS Remedy 
T-Mobile, USA 
Desk:972-464-3712 NEW
Cell: 973-652-6723 
FAX: 
sf49fanv AIM IM 
RogerNall Yahoo IM 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire
Sent: Friday, July 11, 2008 10:43 AM
To: arslist@ARSLIST.ORG 
Subject: Indexing Question

We are using Oracle if that matters.  I don't think it does.

My question is specifically Remedy related.

I know that when you modify an index in Remedy via the admin tool, it
drops the old index and creates a new one.  Does it drop ALL of the old
indexes or JUST the one you are modifying?

I need to make sure I am clear on this.  We are experiencing some pretty
extreme slowness "all of a sudden".  I think that some indexes were
modified on the Oracle side.  Remedy won't necessarily see the new or
changed indexes unless they are created via the Admin tool.  Could this
be the problem?

We had 41 gigs of oracle trace files that the DBA deleted last week and
the problems seem to have started after that was done.

ARS 6.3 Patch 18
HD 6.0
Oracle 10 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[EMAIL PROTECTED] 


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Re: "Lines of code" in Remedy?

[David.M Clark]

Thanks for the thoughts folks, I've decided to tell them... 42.

-D

David M Clark
Remedy Programmer/Analyst


>>> Daniel Bloom <[EMAIL PROTECTED]> 7/10/2008 6:55 AM >>>
Okay, I will reset the clock on the list server so we are now Friday.
>From the original question, any Friday in the 1970s or 80s.

Don't forget to use 71 character lines (if I remember correctly and probably
don't, column 72 was for an X to say this line is extended for at least
Fortran and the rest were for sequencing your card deck in case they fell
off where you put them and spread themselves over the floor).

Anybody who knows the correct answer has *really* dated themselves.
For the rest of you, I am going back 32 years, the first and last year
I used a card punch.

So David, bundle up all the responses from the arslist, bind them,
Pick a number(as recommended by your peers, either random number or
An inaccurate calculated one), attach a printout of the .def file and
All supporting code from mid-tier, integrations etc. and hand it in :-)

... Dan
p.s. has everyone requested funding for the BMC UserWorld in Miami?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bradford Bingel
Sent: April 29, 2003 6:13 PM
To: arslist@ARSLIST.ORG 
Subject: Re: "Lines of code" in Remedy?

Geez . . . no one has used the "lines of source code" (SLOC) measurement
since the 1980's!  It was a poor metric then with monolithic languages
(Cobol, Fortran, etc.), and it's an even poorer metric today using
object-oriented software and N-tier architectures.

But you may still need to provide a valid number.  Can anyone from Remedy
provide a ballpark SLOC metric by application?



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Re: "Lines of code" in Remedy?

[David.M Clark]

Number of objects and database size are things they seem to grasp, but old 
school people like number of lines.  In my case I think they are looking at the 
efficiency of rewriting old code currently on a mainframe in Remedy, rather 
than dumping Remedy for something else.  (Today at least.)  In theory, a 
particular action type in a designated type of object would have x number of 
default "lines of code" associated with it, which we "configure". If that was 
known, I could "just" determine the number of times that type of action is used 
on our system and multiply it by the lines of code... not that I really want 
to... or will... be talked into doing that.

-D

David M Clark
Remedy Programmer/Analyst


>>> Rick Cook <[EMAIL PROTECTED]> 7/9/2008 11:27 AM >>>
You could tell them that it's a closely held piece of BMC proprietary data,
and that if you told them, you'd have to kill them.

Or, ask them what answer sounds good to them, and give them that number
back.  Heck, you may even be right, and they'd never be able to prove you
wrong.

Or, you could simply give them the only number that they'd have a chance to
verify - the number of workflow objects in your system.

Rick

On Wed, Jul 9, 2008 at 9:19 AM, David.M Clark <[EMAIL PROTECTED]>
wrote:

> All,
>
> I've been asked to estimate the "number of lines of code we have in
> Remedy".  Any ideas on how to approach a question like that?  Feel free to
> save your response for Friday Humor if you prefer.
>
> Thanks,
>
> -David
>
> David M Clark
> Remedy Programmer/Analyst
>
>
>
>
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Re: "Lines of code" in Remedy?

[David.M Clark]

Sadly, they've had me threaten to kill them far too often to take me seriously 
about that any more.

David M Clark
Remedy Programmer/Analyst


>>> Rick Cook <[EMAIL PROTECTED]> 7/9/2008 11:27 AM >>>
You could tell them that it's a closely held piece of BMC proprietary data,
and that if you told them, you'd have to kill them.

Or, ask them what answer sounds good to them, and give them that number
back.  Heck, you may even be right, and they'd never be able to prove you
wrong.

Or, you could simply give them the only number that they'd have a chance to
verify - the number of workflow objects in your system.

Rick

On Wed, Jul 9, 2008 at 9:19 AM, David.M Clark <[EMAIL PROTECTED]>
wrote:

> All,
>
> I've been asked to estimate the "number of lines of code we have in
> Remedy".  Any ideas on how to approach a question like that?  Feel free to
> save your response for Friday Humor if you prefer.
>
> Thanks,
>
> -David
>
> David M Clark
> Remedy Programmer/Analyst
>
>
>
>
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"Lines of code" in Remedy?

[David.M Clark]

All,

I've been asked to estimate the "number of lines of code we have in Remedy".  
Any ideas on how to approach a question like that?  Feel free to save your 
response for Friday Humor if you prefer.

Thanks,

-David

David M Clark
Remedy Programmer/Analyst



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Re: OT: BBQ tour

[David.M Clark]

Since you're going to drive all the way over to North Carolina (which you of 
course just HAVE to do if you're on a legitimate barbecue tour), I recommend 
Bob Melton's BBQ in Rocky Mount... although I'm not sure that they rebuilt 
since one of the hurricanes flooded them out.  If that place is gone, you'll 
have to make do with Jim Gardner's BBQ on Hwy 301 where that town is concerned. 
 Since you're on Hwy 301 in Rocky Mount anyway, drive twenty miles or so south 
to Wilson, NC for Parker's BBQ. Order "family style".  Highly recommended, and 
there hasn't been a President through there in years who hasn't stopped to eat. 
 (The Secret Service agents leave with bags of takeout.)  You can't go wrong 
with any of those three, so long as you realize that pork BBQ is the only REAL 
BBQ... a fact no one will tell you until you get past Louisiana.  Have fun on 
the trip.

-D

P.S.  Since you're that close, you might as well get over to Nags Head for the 
beach.

David M Clark
Remedy Programmer/Analyst


>>> Rick Cook <[EMAIL PROTECTED]> 6/13/2008 10:46 AM >>>
My son just graduated from HS, and will leave for the Marines in October.
Sometime between now and then, he and I are going to drive cross-country on
a BBQ tour.  We'll start and end in Seattle, but we intend to hit all of the
areas of the country famous for BBQ:  Texas, Louisiana, the rest of the
South, North Carolina, Memphis, Chicago, and Kansas City.

We're still planning the specifics, and here's where all y'all come in:

I would love to know THE places to go in your part of the country (assuming
it's one I mentioned above - this will be almost entirely SOUTH of the
Mason-Dixon line) for outstanding BBQ, whether they're famous or a
hole-in-the-wall.  We'll stay away from big chains for the most part (we
have Famous Dave's up here), unless it is a local/regional one with a good
local reputation.

Thanks in advance for sharing!

Rick

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Re: OT--Need Remedy Architect--Direct Hire

[David.M Clark]

Anyone started asking for one year plus of experience with AR System 7.5 yet?
I love those every time a new rev is released.

David M Clark
Remedy Programmer/Analyst


>>> "Gary Opela (Corporate)" <[EMAIL PROTECTED]> 6/3/2008 2:03 PM >>>
I can understand the point on OOTB experience for consultants. However, I've 
seen ITSM jobs here in Oklahoma open for many many many months at a time with 
no luck, because no one with ITSM experience will relocate to OK. In those 
events, it would be better to hire a well experienced remedy developer that can 
come in and pick up the OOTB stuff, but instead they hold out for the golden 
child.

A while back I was talking with a company about working with them. We talked 
for a while, and they liked me quite a lot, but then they ended up going in a 
different direction. What was their reason? I had no experience with version 7. 
That was the absolute lamest excuse I've ever heard. Version 7 (with custom 
apps) is no different than version 6. It would take you all of 1 day to figure 
out the differences.

I started up this job, brought remedy into the company, set it up, and am 
working on developing a suite of applications for them. I had no version 7 
experience. What version did I bring in? Version 7! It was easy. There was 
absolutely no learning curve.

Any remedy developer worth his or her merit should be able to easily pick up 
version 7 if they already have version 6 experience -- especially people with 
RSP certification.

Now, would I have taken the other job had they offered it to me? I do not know, 
but the point is, they still are looking to fill the position.

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com 

http://www.lcibest.com 

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Nall, Roger
Sent: Tuesday, June 03, 2008 1:54 PM
To: arslist@ARSLIST.ORG 
Subject: Re: OT--Need Remedy Architect--Direct Hire

Shawn,

You are absolutely correct. Having never worked as a consultant I did
not consider that. My comments were strictly for full-time positions.

Thanks,

Roger A. Nall
Manager, OSSNMS Remedy
T-Mobile USA
Desk: 813-348-2556
Cell: 973-652-6723
FAX: 813-348-2565
sf49fanv AIM IM
RogerNall   Yahoo IM


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn
Sent: Tuesday, June 03, 2008 2:51 PM
To: arslist@ARSLIST.ORG 
Subject: Re: OT--Need Remedy Architect--Direct Hire

It makes a lot of sense to require OOB knowledge for a consultant
position.  My first exposure to ITSM 7 came with exposure to prior
versions of ITSM as well as about ten years of ARS development
experience.  It was still a beast to work with, and there are lots of
"gotchas" that you wouldn't necessarily know without spending a lot of
time working with the apps.  If you work full-time there is an
expectation that you will be learning things on the job.  If you're a
consultant though, you're supposed to show up as an expert already and
be able to help solve problems right away.

For example, let's say someone asks you to customize an email sent out
from Incident Management.  In normal ARS development, you're probably
going to have one or more filters that send a notification, and it's
pretty straight forward.  If you try to reverse engineer the way ITSM
emails go out, you'll have to flip through many filters, pushes to other
forms, and other pieces of workflow before you eventually figure it out.
That could take days.  Now that I have experience in ITSM 7, I could
customize the emails in a matter of seconds or minutes (depending on if
I have to add fields that are not available already.)

Another example would be SLM.  When I first took a look at SLA a few
years ago I was bewildered.  I found it cumbersome and confusing to use
forms to create filters that don't work the way I thought they should.
SLM takes some of that up a few notches, but at least now I know SLM
well enough that I can go somewhere and build OLAs or SLAs in a short
period of time.

If you are a consultant, you often don't have time to learn on the job.
If a client has a six month project, it would be in their best interest
to hire the guy that can customize an email in minutes rather than hours
or days.  It makes a lot of sense, financially.  If the employee is full
time, it is the job of the company to make sure that person receives the
proper training and gets time to practice.

Anyway, this is my two cents worth.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
Sent: Tuesday, June 03, 2008 12:46 PM
To: arslist@ARSLIST.ORG 
Subject: Re: OT--Need Remedy Architect--Direct Hire

Will,

How about being excluded from all Reme

Re: RANT: arimportcmd

[David.M Clark]

I went through this same scenario four or five years back with an ARM to be 
used on Solaris.  After several of their "cleanings" I finally just VI'd the 
file to remove the control characters that were causing the problem.  It was 
tedious and time-consuming at best.  Luckily, once it works, it works forever.  
Seems to me that use of arimportcmd was covered on the absolute last page of 
the Advanced Admin Guide for whatever rev I was using (5 I think), and the 
documentation was sketchy at best, as was their help.

Nice to see that some aspects of Remedy Tech Support policy have remained 
consistent though...

David M Clark
Remedy Programmer/Analyst


>>> LJ Longwing <[EMAIL PROTECTED]> 5/8/2008 1:05 PM >>>
I just got done working with BMC regarding a mapping problem and I'm not
liking their answer.  I wanted to poll the community to test the waters for
this in case I need to open an RFE to make things work the way they say they
are supposed to work
 
I created an ARM file from the windows tool, just like the docs say to, and
transferred it to a Suse Linux box, and couldn't get the arimportcmd tool to
work properly, after several back and forths with support, they gave me a
'working' arm file, after several hours of trying to figure out what the
difference was, I came down to the fact that for the Linux version of the
import tool you need to run a dos2unix conversion (remove the hex 0D from
the CRLF).  When I commented that I shouldn't need to run any conversions on
the ARM I was told point blank that the difference between how windows and
Unix store text files is beyond BMC's support realm and that I simply needed
to perform the conversion myself.  My problems with this are several, but
the major one of which is that the documentation states
 
Importing with mapping refers to running the BMC Remedy Import CLI by using

a mapping created in BMC Remedy Import. The mapping must be created on

Windows because that is the only environment BMC Remedy Import runs on

interactively. After it is created, the mapping can be used on any platform.

I take this to mean that I don't need to convert anything to use it, because
it 'can be used on any platform'I'm curious if anyone on HPUX or AIX has
to go through this conversion, and if so, did you figure it out on your own
or did you get told this by support, and is anyone else annoyed about the
fact that the documentation is misleading at best, and completely wrong at
worst.  I think that at a minimum they should either create the file so it's
readable on all platforms they support, or update the documentation to
indicate that some type of conversion needs to be performed to be able to
use it on non Windows platforms.


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Re: Rant - New posts on ARSList - Rant or FRIDAY HUMOR?

[David.M Clark]

Re: "Please use a Human name, even if it's a cover name. Mark Twain is way 
better than REmeDy Zodiac. WHAT ARE YOU HIDING?"

So, [EMAIL PROTECTED] ... who are you really?  How do we know you aren't one of 
at least 111 OTHER people using "Frank Ginny" over at that most legitimate of 
email distribution points... Yahoo... posing as the REAL Frank Ginny just to 
stir up trouble?

Is that really more reliable than "REmeDy Zodiac"?

WHAT ARE YOU HIDING?

Just curious,

-D

David M Clark
Remedy Programmer/Analyst


>>> Frank Ginny <[EMAIL PROTECTED]> 4/25/2008 10:41 AM >>>
Message from New ARList Poster Goofus- 

Help!! I'm stuck on SOMETHING wrong within my AR system.
I haven't done anything MYSELF to find out what the problem is, nor have I read 
ANY freakin manuals... oh ya, by the way I haven't searched the ARSList either 
to see if a existing issue exists.
What I really want is someone else to do all the work for me.
My current AR system setup - Yes, it's setup, in that box in the corner. Why 
should I tell you what my system has, you might get AR envy.

Thanks a bunch for doing my work for me.

sincerely,

AR_Escalator (aka Filter guy, aka REmeDy Zodiac, aka COPY AND PASTE ANY BMC 
NAMING CONVENTION HERE)

Hey man, I don't need to tell you my name; the internet is anonymous for all 
you know I could be Mark Twain.


(23 posts later Remedy Zodiac gets the info he/she needs.)



Message from New ARList Poster Gallant- 

Hello ARSList,

I have an issue with filter guides. Filter 3 is not firing with in the guide. I 
have ran some log files to see what the issue is and I can not see an error. I 
have included the log files in this email. I have checked BMC's support site 
and ARSList to no avail.
My setup -
Remedy Server
ITSM
Etc
If there is any other information please let me know.

Thank you for your assistance,

Joe Gallant


(3 posts later Joe gets the info he needs.)



The moral of the story -

This is a public list, yes I know that. But there are some common ground rules -

If you need help, please be as descriptive as possible. (The issue, your setup, 
what you tried, etc)

Please use a Human name, even if it's a cover name. Mark Twain is way better 
than REmeDy Zodiac. WHAT ARE YOU HIDING?

When you ask a silly question, you get a really silly answer. Don't be upset at 
the SARCASIM you get when you post a silly question.

Please don't be afraid to post a question. The ARSList community is here to 
help.

Sincerely,

REmeDy Zodiac, or maybe Mid-Tier Psychic, hh no wait Field 112 <---(perfect 
name, I'm Multi-Tenancy)

er, I mean 

Frank Ginny
Sr. Remedy Developer / Administrator
   
-
Be a better friend, newshound, and know-it-all with Yahoo! Mobile.  Try it now.

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Re: Strange Remedy and VPN

[David.M Clark]

I've sometimes run into problems with VPN seeing Remedy tables with the server 
identified by the fully qualified domain name, whereas in the office it is 
resolved to the short name by DNS.  The result is that the server cannot be 
located, so the form can't be either.

David M Clark
Remedy Programmer/Analyst


>>> Kathy Morris <[EMAIL PROTECTED]> 3/12/2008 3:55 PM >>>
Hi All,
 
I have a user who works remotely sometimes.  When he's in the office,  he can 
access all the remedy forms/objects from the laptop.  When working  thru 
remotely thru VPN, he uses the same laptop and he gets an error when  opening 
up 
certain forms thru the user tool.  Has anyone every experienced  or seen this 
before?  We are trying to find out why he can not click on  certain remedy 
objects only thru VPN?



**It's Tax Time! Get tips, forms, and advice on AOL Money & 
Finance.  (http://money.aol.com/tax?NCID=aolprf000301)

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Re: OT - Possible Friday Humor from BMC's Knowledgebase

[David.M Clark]

Maybe we should move this over to that "interview question" thread.  No wait, 
that one got hijacked into a TR vs. DB one, didn't it?

David M Clark
Remedy Programmer/Analyst


>>> Rick Cook <[EMAIL PROTECTED]> 2/27/2008 1:29 PM >>>
Yeah, that's a great trivia question actually.  Guides weren't originally
created to do what we have them doing now - they were intended to be GUIDES
for the user to lead them through the process of creating a ticket, for
instance, just as Larry demonstrated them.

Unfortunately, once people saw how much work it would be to create one of
these little darlings, hardly anyone thought it worth it.  So guides kind of
naturally morphed into the de facto subroutine containers they are today.

Rick

On Wed, Feb 27, 2008 at 11:21 AM, David.M Clark <[EMAIL PROTECTED]>
wrote:

> The Genie was "revealed" with great pride by Larry Garlick as a coming
> feature in ARS 4 at the '98 RUG in San Francisco during one of the main
> sessions. Half of the room full of developers said "whee!"... the other half
> said "Great, one more thing to break."  We were supposed to be able to use
> it (with guides?) to make Remedy apps user friendly, and the genie would be
> to Remedy what the paper clip is to MS apps.  I've always wanted to use it
> that way, but they just never gave us the option.  If you have the right
> sound card configuration, he speaks, but it's in that "the way computers
> spoke in '98" kind of voice.  Some days, when I have a little time... I
> bring him out to talk, but he just says the worst things.  (He's bitter.)
>
> David M Clark
> Remedy Programmer/Analyst
>
>
> >>> Ben Cantatore <[EMAIL PROTECTED]> 2/27/2008 12:23 PM >>>
> As Warren said before, this was put in place around version 4 or 5 (I
> forget which) and was never fully implemented.  The only reason I know of
> its existence was back at version 4 (or 5) I implemented OLE for spell
> checking as all my users were on ARUsertool.  Remedy was a lot easier back
> then :).
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
>
> Roger Walls <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 02/27/2008 01:15 PM
> Please respond to
> arslist@ARSLIST.ORG 
>
>
> To
> arslist@ARSLIST.ORG 
> cc
>
> Subject
> Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
>
>
>
>
>
> Is there any way to use the genie in the client tool?
>
> Roger Walls
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
> Sent: Wednesday, February 27, 2008 8:03 AM
> To: arslist@ARSLIST.ORG 
> Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
> Actually I don't know if this classifies as an Easter Egg, but here's
> something fun to check out if you haven't seen this before...
>
> Create an active link
> Pick a form (doesn't matter)
> Go to the If action tab and select OLE Automation
> Check Genie Help in the lower left corner and a Genie will appear.
>
>
>
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
>
> Robert Page <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 02/27/2008 10:48 AM
> Please respond to
> arslist@ARSLIST.ORG 
>
>
> To
> arslist@ARSLIST.ORG 
> cc
>
> Subject
> Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
>
>
>
>
>
> **
> No but I've heard it has a few bunnies in it.
>
> - Original Message 
> From: "Heider, Stephen" <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG 
> Sent: Wednesday, 27 February, 2008 1:45:44 PM
> Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
> **
> Does anyone know if ARS contains any Easter eggs?
>
> Stephen
> Remedy Skilled Professional
>
>
> From: Action Request System discussion list(ARSList) [mailto:
>
>
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Re: OT - Possible Friday Humor from BMC's Knowledgebase

[David.M Clark]

The Genie was "revealed" with great pride by Larry Garlick as a coming feature 
in ARS 4 at the '98 RUG in San Francisco during one of the main sessions. Half 
of the room full of developers said "whee!"... the other half said "Great, one 
more thing to break."  We were supposed to be able to use it (with guides?) to 
make Remedy apps user friendly, and the genie would be to Remedy what the paper 
clip is to MS apps.  I've always wanted to use it that way, but they just never 
gave us the option.  If you have the right sound card configuration, he speaks, 
but it's in that "the way computers spoke in '98" kind of voice.  Some days, 
when I have a little time... I bring him out to talk, but he just says the 
worst things.  (He's bitter.)

David M Clark
Remedy Programmer/Analyst


>>> Ben Cantatore <[EMAIL PROTECTED]> 2/27/2008 12:23 PM >>>
As Warren said before, this was put in place around version 4 or 5 (I 
forget which) and was never fully implemented.  The only reason I know of 
its existence was back at version 4 (or 5) I implemented OLE for spell 
checking as all my users were on ARUsertool.  Remedy was a lot easier back 
then :).

Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

02/27/2008 01:15 PM
Please respond to
arslist@ARSLIST.ORG 


To
arslist@ARSLIST.ORG 
cc

Subject
Re: OT - Possible Friday Humor from BMC's Knowledgebase






Is there any way to use the genie in the client tool?

Roger Walls

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
Sent: Wednesday, February 27, 2008 8:03 AM
To: arslist@ARSLIST.ORG 
Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase

Actually I don't know if this classifies as an Easter Egg, but here's 
something fun to check out if you haven't seen this before...

Create an active link
Pick a form (doesn't matter)
Go to the If action tab and select OLE Automation
Check Genie Help in the lower left corner and a Genie will appear.




Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946



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

02/27/2008 10:48 AM
Please respond to
arslist@ARSLIST.ORG 


To
arslist@ARSLIST.ORG 
cc

Subject
Re: OT - Possible Friday Humor from BMC's Knowledgebase






** 
No but I've heard it has a few bunnies in it.

- Original Message 
From: "Heider, Stephen" <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG 
Sent: Wednesday, 27 February, 2008 1:45:44 PM
Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase

** 
Does anyone know if ARS contains any Easter eggs?
 
Stephen
Remedy Skilled Professional
 

From: Action Request System discussion list(ARSList) [mailto: 

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Re: Company Dropping Remedy

[David.M Clark]

Any ideas on why that was the case?  I thought it was a pretty enticing sales 
tool, and I enjoyed doing several of them.

David M Clark
Remedy Programmer/Analyst


>>> Timothy Powell <[EMAIL PROTECTED]> 2/6/2008 11:22 AM >>>
Rapid Results was available thru the 5.6 versions of Helpdesk. When 6.0 was
released, it was done.

TP

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David.M Clark
Sent: Wednesday, February 06, 2008 12:16 PM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

I don't follow the day to day business practices of whoever owns Remedy this
week as closely as I once did, so I have a few questions:

1- In the past, Remedy has gone with the "buy ours and change what you don't
like" line.  Customization was their main selling point.  Support started
with the HelpDesk group (for that app) and moved over to the workflow group
if your customizations got too far out there.  Is this no longer the case?

2- Remedy used to offer a "Rapid Results" option where a consultant came on
site to have you up and running "with limited customizations" in two weeks.
Is THAT no longer the case?

Thanks,

-D

David M Clark
Remedy Programmer/Analyst


>>> William Rentfrow <[EMAIL PROTECTED]> 2/6/2008 11:01 AM >>>
As a general rule the whole ballpark of customization has changed in 7.x
and I'm not sure how many people have grasped that fact yet.

In previous versions if I had to do a simple data transformation I would
just add workflow and/or fields to existing forms following the normal
BMC naming/numbering conventions.

Now - if at all possible - we do not do that.  Take for example a
customization I just did for incoming email.  Instead of simply adding
some filters, etc, to do a  little data transformation to the AR System
Email Messages form I only added one filter to push the data to another
new custom form.  In that form I do whatever I want with the data and
then update the original stuff accordingly.

Is this obvious? Yes - but it's also important.  We're doing this in
multiple places with base product forms.  Now - when and if this
customer upgrades - they may have to re-do the connecting filter between
the base product form and the custom form but hopefully that will be
all.

I would generally stay WAY away from doing custom workflow, etc on the
base product forms.  Do it externally.  I'd also document the heck out
of any change to base product forms/workflow/etc. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, February 06, 2008 10:00 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

BMC Sales: Hey management, you can make the system do anything you want,
that's the great thing about ARS BMC Support: Hey technical guy/gal; you
customized it: (1) we won't support it, (2) we have no upgrade path for
customized apps Your Management: I want to upgrade to the latest version
of the apps now that the next version is available
You: Hey management, BMC sold you something because it sounds good, but
we can't perform an upgrade because we customized it; not only that, the
next version doesn't even remotely resemble our current version; we need
to gut and replace our entire system, disband all the processes and
activities we have bound to our current system, and impose a huge
learning curve to all users of the system
Management: Well, that's unfortunate, since the upgrade is comparable to
an initial implementation of a new application, let's evaluate what
other products are available that address these needs and pick something
better if it exists.

Axton Grams

On Feb 6, 2008 10:43 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> I have to agree - you are damned if you do, and you are damned if you
don't.
>
>
>
>
> On 2/6/08, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> > I see "customizable" as a false selling point for the current ITSM 
> > product.  A lot of folks tend to argue that Remedy's ITSM offering 
> > is better than the competitions' because it is "fully customizable,"

> > when, in fact, you customize at your own risk, and, as BMC's own 
> > staff says, "Any customization is a bad one."
> >
> > It's a catch-22.  People like Remedy's ITSM offering because it's 
> > "customizable" but if you dare customize it, you put yourself into a

> > precarious, unsupported position.  Plus, the thing is a spaghetti 
> > code monster, making customization nearly impossible.
> >
> > I try to communicate that "Remedy" and "Remedy's ITSM" products are 
> > two separate pr

Re: Company Dropping Remedy

[David.M Clark]

I don't follow the day to day business practices of whoever owns Remedy this 
week as closely as I once did, so I have a few questions:

1- In the past, Remedy has gone with the "buy ours and change what you don't 
like" line.  Customization was their main selling point.  Support started with 
the HelpDesk group (for that app) and moved over to the workflow group if your 
customizations got too far out there.  Is this no longer the case?

2- Remedy used to offer a "Rapid Results" option where a consultant came on 
site to have you up and running "with limited customizations" in two weeks.  Is 
THAT no longer the case?

Thanks,

-D

David M Clark
Remedy Programmer/Analyst


>>> William Rentfrow <[EMAIL PROTECTED]> 2/6/2008 11:01 AM >>>
As a general rule the whole ballpark of customization has changed in 7.x
and I'm not sure how many people have grasped that fact yet.

In previous versions if I had to do a simple data transformation I would
just add workflow and/or fields to existing forms following the normal
BMC naming/numbering conventions.

Now - if at all possible - we do not do that.  Take for example a
customization I just did for incoming email.  Instead of simply adding
some filters, etc, to do a  little data transformation to the AR System
Email Messages form I only added one filter to push the data to another
new custom form.  In that form I do whatever I want with the data and
then update the original stuff accordingly.

Is this obvious? Yes - but it's also important.  We're doing this in
multiple places with base product forms.  Now - when and if this
customer upgrades - they may have to re-do the connecting filter between
the base product form and the custom form but hopefully that will be
all.

I would generally stay WAY away from doing custom workflow, etc on the
base product forms.  Do it externally.  I'd also document the heck out
of any change to base product forms/workflow/etc. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, February 06, 2008 10:00 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

BMC Sales: Hey management, you can make the system do anything you want,
that's the great thing about ARS BMC Support: Hey technical guy/gal; you
customized it: (1) we won't support it, (2) we have no upgrade path for
customized apps Your Management: I want to upgrade to the latest version
of the apps now that the next version is available
You: Hey management, BMC sold you something because it sounds good, but
we can't perform an upgrade because we customized it; not only that, the
next version doesn't even remotely resemble our current version; we need
to gut and replace our entire system, disband all the processes and
activities we have bound to our current system, and impose a huge
learning curve to all users of the system
Management: Well, that's unfortunate, since the upgrade is comparable to
an initial implementation of a new application, let's evaluate what
other products are available that address these needs and pick something
better if it exists.

Axton Grams

On Feb 6, 2008 10:43 AM, T. Dee <[EMAIL PROTECTED]> wrote:
> I have to agree - you are damned if you do, and you are damned if you
don't.
>
>
>
>
> On 2/6/08, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> > I see "customizable" as a false selling point for the current ITSM 
> > product.  A lot of folks tend to argue that Remedy's ITSM offering 
> > is better than the competitions' because it is "fully customizable,"

> > when, in fact, you customize at your own risk, and, as BMC's own 
> > staff says, "Any customization is a bad one."
> >
> > It's a catch-22.  People like Remedy's ITSM offering because it's 
> > "customizable" but if you dare customize it, you put yourself into a

> > precarious, unsupported position.  Plus, the thing is a spaghetti 
> > code monster, making customization nearly impossible.
> >
> > I try to communicate that "Remedy" and "Remedy's ITSM" products are 
> > two separate products.  "Remedy" (i.e., ARS) is a software 
> > development platform--ITSM is a canned application that should
remain as is.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye
> > Sent: Wednesday, February 06, 2008 9:23 AM
> > To: arslist@ARSLIST.ORG 
> > Subject: Re: Company Dropping Remedy
> >
> > Understood.  The only problem though is that being able to customize

> > ASR (Apps or Platform) has been one of ARS's strongest selling
point.
> > Should I tell my customers that if they want to customize the 
> > HelpDesk form by adding a graphic or to change the flow of a ticket,

> > they will either have to build the entire module from scratch or 
> > loose support?  I think, with the apps at least, BMC is narrowing 
> > the gap that made ARS so much better than the rest of the
competition.
> >
> > Seth Wrye
> >

Re: Company Dropping Remedy

[David.M Clark]

Remedy support was once domestic and outstanding.
Now it is offshored and bad.
To my knowledge, no reduction in the price for that support has been given.
Sounds like "bait and switch" to me.

I don't care where support is located, but I do care when it isn't any good.

David M Clark
Remedy Programmer/Analyst


>>> remedy <[EMAIL PROTECTED]> 2/5/2008 1:22 PM >>>
BMC has told the VARS that they it is not their intent to approve any further 
transfers of Support to the VARS.
   
  Sounds like restraint of trade to me

LJ Longwing <[EMAIL PROTECTED]> wrote:
  It was within the last few months/turn of the year timeframe...and as we all
know...you can't go to VAR without permission from mother BMC...so I know it
was authorized by them...:) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jay parker
Sent: Tuesday, February 05, 2008 11:18 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

How recent was your switch to GenerationE? We were looking to use a VAR but
were told that BMC recently put major restrictions on them. These
restrictions basically eliminated the VARs form taking away existing BMC
Support customers.

Thank you
Jay
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Tuesday, February 05, 2008 10:44 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

Along those same lines, my company recently switched from BMC to GenerationE
and I have been very pleased with their front line support. Prior to this
experience I had never used a VAR and suffered through many of the same
issues I see discussed on the list. I understand that my company saved
money going with the VAR tooso if support cost and lack of support are
the two driving decisions to move off of Remedy...I would definitely
recommend trying to shop some VAR's and see what they would be able to do
for you. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of James Van Sickle
Sent: Tuesday, February 05, 2008 9:13 AM
To: arslist@ARSLIST.ORG 
Subject: Re: Company Dropping Remedy

James

Out of professional curiosity, has your company already decided on what
their alternative product will be to Remedy? If this decision is not
completely driven by price and still open to potentially saving Remedy, you
may wish to speak with Jorge Batista or Jay Shankar at BMC. They might be
able to assist in resolving some of the issues that brought your company's
management team to their decision. Alternatively, you might also want to
talk to some vendors who offer third-party support services for Remedy.
They might be able to offer Remedy Support at a lower cost than going
directory through BMC, but I have never used such third-party support so I
cannot say for certain. I believe companies like Column IT, Strategic
Technologies, and Xinify offer these services, but I am sure there are a
several more whom I am not familiar with.

If this is a done deal, good luck with the job hunt then.

(Embedded image moved to file: pic03039.gif)Countrywide


James Van Sickle
Remedy Developer II
IT - Enterprise Change & Config



972-696-5779 Office 1000 Coit Road 
92-540- Internal Mail Stop: PCRD-2-78 
214-399-1254 Cell Plano, TX 75075 









James Collins


IL.COM>
To 
Sent by: "Action arslist@ARSLIST.ORG 

Request System
cc 
discussion

list(ARSList)"
Subject 

ORG>





02/05/2008 09:41

AM





Please respond to

[EMAIL PROTECTED] 

RG









I found out last week that my company has decided to drop Remedy.
Through an analysis they found found it to expensive and the support that
they received since the BMC takeover as being not worth the costs associated
with it. I was a bit surprised; however, they plan on developing some new
opportunities. I think Remedy has about one year with the company and that
will be the last curtain after 10 years. I will still be around for a year,
but wanted to share that with the list.

James



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==

Confidentiality Notice: The information contained in and transmitted with
this communication is strictly confidential, is intended only for the use of
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in or transmitted with the communication or dissemination, distribution, or
copying of this communication is strictly prohibited by law. If you have
received this communication in error, please immediately return this
communication to the sender and d

Re: Worflow to do a Spellcheck via the Web?

[David.M Clark]

Sean,

Long ago when I was upgrading from rev 5 via User Tool to 6.3 via browser, the 
OLE spell check that I had implemented (from the Remedy sample) stopped 
working.  I was told by Remedy Support at the time that "OLE is not supported 
on the web", but they sent me an "unsupported workaround".  I've never gotten 
back to this (spell check loss wasn't considered a big problem), so I don't 
know if this will work now or not.

Good luck!

- David

***
Please note that this workaround is to be used at your own discretion. We 
provide this customization solely as an example to workaround the limitation of 
not having spell check available for web.  Please be advised that for this 
customization to work, that you will need to have ActiveX enabled on your 
browser.  This workaround also is only available for IE browsers.

The workaround:
Here's the script you need to add to each web view:

 
function spellcheck(fid) 
{ 
window.blur; 
oWord= new ActiveXObject("Word.Application");  
oWord.application.Visible= true;  
oWord.Documents.Add();  
oWord.ActiveDocument.Content.InsertAfter(theForm.getField(fid).get()); 
oWord.ActiveDocument.CheckSpelling();  
oWord.Selection.WholeStory();  
var spellCheckedText = oWord.Selection.Text; 
oWord.ActiveDocument.Close(0);  
oWord.Quit();  
theForm.getField(fid).set(spellCheckedText); 
} 


Place this script just before the closing <\BODY> tag

For each field you wish to spellcheck, create a new button.

Then create a Run Process Active link:

The run process command line would read:

javascript:spellcheck("F#");  

Replace # with the database ID of the field that button should spell check.

***



David M Clark
Remedy Programmer/Analyst


>>> "Garrison, Sean (Norcross)" <[EMAIL PROTECTED]> 1/23/2008 9:35 AM >>>
Does anyone know of a way to do spell checking in Remedy Mid-Tier?


Sean



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Re: OT: Rant - SLA - Change / Task

[David.M Clark]

My comment was generally about Rick's comment to Ty:

"Be careful what you wish for, Ty.  The burden the SLM engine places on a 
server is high enough already with adding that substantial level of depth to 
it, and it's fragile enough at its present usage levels.  Let's let it get
better at walking before we ask it to run. -Rick"

***
Whether or not you can SLM Tasks makes little difference to me at this point, 
but I am concerned when a "fragile" application is released that potentially 
"burdens" a server and isn't scalable enough to track the one additional level 
Ty is asking for.  The concept of managing service level agreements isn't 
new... Remedy has provided an app to do so that since AR System 4 or so I 
think... but the SLM application IS new.  If it was released as a "new" 
application (so new that it isn't even considered an upgrade to SLA), then it 
should be past the "learning to walk" point if there is any quality control 
whatsoever.

This wouldn't be the first time Remedy has released something before it was 
truly ready, now would it?

Hope that helps.

-D




David M Clark
Remedy Programmer/Analyst


>>> Doug Muller Jr <[EMAIL PROTECTED]> 12/7/2007 3:45 PM >>>
Hey David,

your post is confusing. can you elaborate your point please!!!

-- 
D M Jr.

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Re: OT: Rant - SLA - Change / Task

[David.M Clark]

So just how often DOES BMC/Remedy release applications that can barely walk?

David M Clark
Remedy Programmer/Analyst
615-253-3774 (office)
615-424-2572 (mobile-emergency)


>>> Rick Cook <[EMAIL PROTECTED]> 12/7/2007 12:54 PM >>>
Be careful what you wish for, Ty.  The burden the SLM engine places on a
server is high enough already with adding that substantial level of depth to
it, and it's fragile enough at its present usage levels.  Let's let it get
better at walking before we ask it to run.

Rick

On 12/7/07, T. Dee <[EMAIL PROTECTED]> wrote:
>
> ** I just got off the phone with Remedy Tech Support (India) who tell me
> that the SLM module does not have the ability to have SLAs for each task in
> Change.
>
> I can't belive this.  Tasks are completed at various times (i.e. Security
> Badge 4 hours, Windows NT ID 24 hours, Exchange Account 48 hours).  The
> Change can't be "completed" until all tasks are completed.
>
> This is unreal - why would you not want your Tasks to have SLAs?
>
> Agghhh!
> __20060125___This posting was submitted with HTML in
> it___

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Re: Any ARS 7.5 Features

[David.M Clark]

I started asking for "undo" in '96.  Soon I can die a happy man.

>>> patrick zandi <[EMAIL PROTECTED]> 11/8/2007 10:21 AM >>>
My undo, it is finially in.. I asked for that years ago.
awesome...


On 11/7/07, Rod Harris <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hi Brian,
>
>
>
> Without going into too much detail from memory the emphasis will be
in two
> main areas.
>
>
>
>1. Improved developer productivity – mostly around the new
Eclipse
>based IDE with improved support for version control, debugging, an
undo,
>some kind of related workflow feature and so on.
>2. Enhancements to the user interface look and feel. All the
>features of standard web apps including collapsing panes (whatever
they're
>called), more control over tables with the ability to combine text
and
>graphics and much more.
>
>
>
> According to Doug the AR system is now an integral part of BMC's BSM
> strategy and there is now an understanding within BMC that greater
> investment in the AR system is needed to ensure that BMC's
applications keep
> or extend the lead they have in the BSM market. This all makes sense
to me
> so I hope they carry through as promised.
>
>
>
> Rod Harris
>
> Service Management Applications
>
>
>
>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sokol, Brian
> *Sent:* Thursday, 8 November 2007 2:08 AM
> *To:* arslist@ARSLIST.ORG 
> *Subject:* Any ARS 7.5 Features
>
>
>
> Anyone have any info on ARS futures who was at BUG?
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> http://www.Scholastic.com 
> __20060125___This posting was submitted with HTML
in
> it___ __20060125___This posting was submitted
with HTML
> in it___




-- 
Patrick Zandi

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Re: Remedy User not installing Crystal Portion

[David.M Clark]

I think installation of the Crystal part requires local admin rights.  Could 
that be a factor in your environment?

>>> patrick zandi <[EMAIL PROTECTED]> 10/31/2007 11:19 AM >>>
Nope - not seen this yet..
keep an eye out though..


On 10/31/07, David Yearsley <[EMAIL PROTECTED]> wrote:
>
> ** HP Laptop running Windows XP
> Remedy User versions tried - 7.00.01 Patch 4 and 7.01.00.
>
> We have several users that are receiving new computers and when the
> install is run for the Remedy Usertool, everything installs but the Crystal
> Runtime. It is clicked in the options, but it never installs. Everything
> else runs fine.
>
> We have checked for the directories that are created for crystal and they
> are not being created. When the install runs correctly there is a screen
> that say installing Crystal Reports the takes awhile to run and this screen
> never appears on the install on these computers.
>
> Has anyone seen this behavior?
>
> Any ideas?
>
>
> Thanks
> __20060125___This posting was submitted with HTML in
> it___




-- 
Patrick Zandi

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Re: BMC Support Site Rant

[David.M Clark]

My personal experience is that one word sums up how bad their support is at 
this point: Bhopal

>>> Carey Matthew Black <[EMAIL PROTECTED]> 10/30/2007 1:24 PM >>>
A bit of clarification on the topic... I was contacted by a BMC person
off list to "explain the situation".

BMC is using an ARS application to support their external customers.
(no surprise there, just look at the URL's on the support site)
However it is the "Customer Support" application and not currently
ITSM to deal with their customers. The "project finalized last fall".
They also mentioned that they currently use ITSM internally.

And I love this quote... so I want to echo it too...

"So really, we are drinking our own champagne!"


The person went on to say that they are working on a move to ITSM for
their external customers, "but we don't want to do too many changes in
too short a time."


I do appreciate the clarification. However, my original analysis still
stands... they are not (yet) using ITSM to support their customers.
Apparently they are using it to support themselves, so maybe that
counts to some extent. ( Let's give them credit for doing that. I am
sure it was no small feet for some of the long time BMC people to make
that adjustment. )


( I do realize that this is BUW week and I will be lucky to get a few
field mice to actually read this post this week too. But... for those
of us who did not get to go... or those that are just now getting back
from BUW)

So in the light of the new information I feel compelled to ask the ARSList

Does anyone think that BMC is changing to many things or moving to
fast, about how they are providing your support?

-- 
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 10/30/07, Hugo Visser <[EMAIL PROTECTED]> wrote:



> On topic, I always assumed that BMC uses some form of ITSM for their
> support, but they do not? What about the last big upgrade, when we all moved
> to the ISS numbers?
>
> Hugo
>
> On 10/30/07, Carey Matthew Black <[EMAIL PROTECTED]> wrote:
> > Actually...
> >
> > I think it is a simple enough observation to say
> >
> > If ITSM is a "leading product" for Service Management then why do they
> > not use it to manage their relationship with their own customers?

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