anyone seen this error ?

2007-11-09 Thread E. Louise van Hine
This error is appearing multiple times in my arerror.log on our test system.  We
are runnin ITSM 7 patch 4 on Windows. 

This look familiar to anyone ?

390603 :  : You do not currently have permission to modify a problem
investigation request. Notify your administrator. (ARERR 1631135)



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Louise van Hine
[EMAIL PROTECTED]

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Re: Delete - Entry

2007-10-30 Thread E. Louise van Hine
Yes it does work after adding an AND, thanks folks. 


--
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Louise van Hine
[EMAIL PROTECTED]


Quoting Robert Halstead [EMAIL PROTECTED]:


Louise,


Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$

'Status-Dtl' = Pending

I think you need an AND in that qualification. 


Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
AND 'Status-Dtl' = Pending

Application-Query-Delete-Entry takes 2 params, the first is the form
name, the second is a qualification string.  It's a little confusing,
but the qualification string is not surrounded by quotes so it's hard
to determine the 2 params. 



On 10/30/07, Blankenship, Mark (Mark) [EMAIL PROTECTED] wrote:
I don't think so. 
I have always used 2 pieces of workflow. 
1st. Sets flag to 'Delete'.  Based on whatever qual. 
2nd.  If flagged, run Delete process. 


Mark Blankenship

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine
Sent: Monday, October 29, 2007 2:02 PM
To: arslist@ARSLIST.ORG
Subject:

Can anyone tell me what is wrong with this syntax  in the
Application-Query-Delete Entry?  The out of box filter just queries for
the Request ID, but I need it to only delete entries with the parameter
where the Status is Pending.

Can this command take two variables?

Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
'Status-Dtl' = Pending


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Louise van Hine
[EMAIL PROTECTED]


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acts on only what he knows, but all that he knows. 
The ignoramus may be saved, but the fool knows that he is doomed.


Robert Halstead

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Estimated Resolution Time bug on Incident

2007-10-30 Thread E. Louise van Hine
I asked about a week ago whether anyone else had noticed that when 
Incidents are

created, the Estimated Resolution Time was getting set to Next Target Date
instead of the appropriate calculated value from the service level record.  I
reported this to BMC and was given the existing defect number: SW00275136, for
those who have not noticed this.  There is no estimated fix date for it. 



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Louise van Hine

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[no subject]

2007-10-29 Thread E. Louise van Hine
Can anyone tell me what is wrong with this syntax  in the
Application-Query-Delete Entry?  The out of box filter just queries for the
Request ID, but I need it to only delete entries with the parameter where the
Status is Pending.

Can this command take two variables?

Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
'Status-Dtl' = Pending


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Louise van Hine
[EMAIL PROTECTED]

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Re: application query delete

2007-10-29 Thread E. Louise van Hine

Hi Fred,

Uh duh of course!!!
--
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Louise van Hine
[EMAIL PROTECTED]



Quoting Grooms, Frederick W [EMAIL PROTECTED]:


This is not a valid query
'Request' = $Request ID$ 'Status-Dtl' = Pending

Since all you care about is Status of Pending use
'Status-Dtl' = Pending

If you need Request ID and Status of Pending use an AND
'Request' = $Request ID$ AND 'Status-Dtl' = Pending


Think of it as a normal Advanced Query in the User Tool

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine
Sent: Monday, October 29, 2007 2:02 PM
To: arslist@ARSLIST.ORG
Subject:

Can anyone tell me what is wrong with this syntax  in the
Application-Query-Delete Entry?  The out of box filter just queries for
the Request ID, but I need it to only delete entries with the parameter
where the Status is Pending.

Can this command take two variables?

Application-Query-Delete-Entry AP:Detail 'Request' = $Request ID$
'Status-Dtl' = Pending


--
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Louise van Hine
[EMAIL PROTECTED]

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Re: Help with ARERR 552

2007-10-19 Thread E. Louise van Hine

Hi Dave,

I got this error on the Change Console form after I did the Patch 5 upgrade to
ITSM 7.  For some reason, the upgrade failed to create the requisite field 179
that is called by the table in the form.  I reported this as a high urgency
issue and logging of the error revealed that something had gone wrong with
the install, but it was not in their knowledge base as a known issue.  Because
the installation was a test installation it made the most sense to simply
reinstall CM.  this may be a flaw in your installation or upgrade that 
might be
best suited to reinstallation, but it is alarming that the error is 
happening on
the Group form. 
--

Regards,

Louise van Hine




Quoting [EMAIL PROTECTED] [EMAIL PROTECTED]:

** Anyone have a recommendation for this. 
When accessing the Group form we receive the error ARERR 552 Failure

during SQL operation to the database: Invalid column name 'C179', (SQL
Server 207)Invalid column name 'C121', (SQL Server 207)Invalid column
name 'C120', (SQL Server 207)
This error prevents us from viewing, creating or modifying records on
the Group form. 
The fields exist in the 'field' table but do not exist in the 'T9'

table.  All efforts to resolve this through the Admin tool have been
unsuccessful.  My best guess on cause would be a problem with the
form creation/import during our database upgrade to 7.0.1.  I would
try to manually create the fields in the T table, but do not want to
cause more issues than what I have. 
Equally unsuccessful was to open a high impact ticket with BMC

Support over 24 hours ago (ISS03190758).  They have been unresponsive
and have failed to meet the Fast-Track SLA.  (If anyone from BMC is
monitoring the list any assistance would be greatly appreciated.)
Windows 2003 Server / MSSQL 2000 / BMC Remedy AR System 7.0.1 P4
Thanks in advance,
Dave Fincher

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v. 7.0.1 Incident - Estimated Resolution Date wrong

2007-10-17 Thread E. Louise van Hine
My customer has reported a consistent problem where the Incident record 
has the

Estimated Resolution Date gets set to the Incident Response Time, rather than
the Incident Resolution Time.  I have tracked this down and the filter does
indeed set this field to the Next Target date.  What I don't understand is why
this always seems to be the Incident Response Time rather than the Resolution
time.  Anyone seen this?  Naively I reviewed the open defects on Incident and
didn't find it. It appears to run this way OOB. 


The documentation on the Incident module states that Estimated Resolution date
should be the incident reported date plus the time allotted by the service
level agreement for resolution. 



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Louise van Hine

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Re: ITSM Patch 5 failing

2007-10-05 Thread E. Louise van Hine

I have installed Patch 5 but clearly something went wrong that did not show up
in the logfiles because I was getting SQL errors upon opening the Change
Management Console.  The answer was reinstallation.  I was at another customer
site this week which had installed Patch 5 with apparently no problems.  It
sounds like it works sometimes, for some folks, and fails sometimes, for
others.  These both were Windows systems with MSSQL databases. 
--

Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting dcharters [EMAIL PROTECTED]:


Developer Cache mode was turned on. I also tried importing the def files
directly and they failed. Has anyone succesfully installed patch 5 yet?


On Wed, 3 Oct 2007 13:19:24 -0400, Joe D'Souza wrote

David,

Did you put your servers on a development cache mode?

If not roll back to pre-patch 5 (assuming you got a DB backup pre-
patch 5 install). Then put your server(s) in a development cache
mode. Then attempt the install. 


If you still get these errors or if you have got them after
attempting to install with them being in a development cache mode,
it might be useful if you send across your install log files. 


Cheers

Joe D'Souza

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of dcharters
Sent: Wednesday, October 03, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Patch 5 failing

Listers,

I have ARS 7.1 with Change, Problem Incendent, Asset, SLM and CMDB
7.0.1. I installed Ptach 4 of each version initialy. I am now trying
to install Patch
5. It has failed on 2 seperate servers multiple times. It fails on

importing

some of the definition files. Has anyone seen this before?

Regards,

David Charters
317-331-8985
No virus found in this outgoing message. 
Checked by AVG Free Edition. 
Version: 7.5.488 / Virus Database: 269.14.0/1046 - Release Date: 10/3/2007

10:08 AM



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Re: ARS Helping Out The Little Guy

2007-09-28 Thread E. Louise van Hine
You really don't save a lot of money in software purchasing cost 
between ARS and

Magic - what you save is consulting time/dollars in the implementation.  so
up-front costs are still there whether you choose an ARS or a Magic initial
solution. 
--

Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Scott Hammons [EMAIL PROTECTED]:

I agree with what's been posted so far.  I had the opportunity to 
work with Magic Version 8 for a customer and while it met some short 
term needs, it is not a flexible to work with from a administrator's 
perspective.  What would be easy customizations to make in Remedy 
seemed to be a choir in Magic and you would have to bring down and 
restart the whole application for the simple changes to appear. 

If the customer wants a more stable, flexible solution that can grow 
with the business I would definitely follow some of the 
recommendations already made here.  I don't think that there is an 
easy migration path from Magic to Remedy, nor in my humble opinion 
will there ever be. 

Just my .02.  Hope this Helps. 


Scott

Scott Hammons

Scott Hammons
Principal Consultant
Tivoli Security Practice
Advanced Integrated Solutions, Inc. 
[EMAIL PROTECTED]

Cell: 
From: Action Request System discussion list(ARSList) 
[EMAIL PROTECTED] On Behalf Of James Van Sickle 
[EMAIL PROTECTED]

Sent: Friday, September 28,:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Helping Out The Little Guy

Frank

  BMC does advertise Magic as their more cost-effective, low-end
application for small to medium-sized businesses not able or eager to make
the large investment required with ARS.  That being said, however, I would
like to stress that it would be better in the long run if the company
spends at least 30 to 40k now in order to get on a base ARS system, and
develop a small customized app to fit their initial needs until they can
move to ITSM.  I have found that once a company decides to go with an
application, even for a short term solution, that application tends to stay
around for much longer than originally intended.  Money gets allocated to
other projects, priorities change, and so forth.  IMO, I believe they would
be much better off to bite the bullet now rather than fight months or years
later to get into a product that could even be more expensive later than it
is now. 


  Case in point, another company I worked with in the past had a
subsidiary that was not happy with their ticketing system they used for
their call center.  They asked our dev team to put together a proposal for
implementing a Remedy system for their call center.  I mapped out costs to
implement the system in server hardware, app licensing, and time.  I also
factored in costs for integrating Remedy with their financial applications,
and time to build a custom application for their analysts.  In the end,
they did not want to spend the money required to convert over and use
Remedy instead of their current app that was not fulfilling their need.  It
has been well over a year since that decision.  They are still with their
old application, and they are still very much unhappy with it. 


(Embedded image moved to file: pic07619.gif)Countrywide


James Van Sickle
Remedy Developer
IT - Remedy Development


http://www.countrywide.com






 Carey Matthew
 Black
 [EMAIL PROTECTED]  To
 COM  arslist@ARSLIST.ORG
 Sent by: Action   cc
 Request System
 discussionSubject
 list(ARSList)Re: [ARSLIST] ARS Helping Out The
 [EMAIL PROTECTED] Little Guy
 ORG


 09/28/2007 09:54
 AM


 Please respond to
 [EMAIL PROTECTED]
RG






Frank,

My suggestions would be the following:

1) Buy the server, and the User license, but not the application. 
Build to need with internal efforts. 

If that is to expensive... 


2) Contact BMC and get it in writing that buying Magic now could save
them money later when they are ready to upgrade to ARS.(If such a
thing exists.) It might be a cheaper initial buy-in, but it will also
likely cost you more (over all) then just starting with the base ARS
server. I would also push to explore the upgrade features from Magic
to ITSM Service Desk. (If such a thing exists.)


3) Fix the open sourced solution with the money they would have spent
on ARS. I am sure there are consultants out there in the Open Sourced
universe that would love to help with such an effort. It might be as
simple as buying bigger hardware, or as complex as moving the
project from MYSQL to Oracle/MSSQL. 



But that is my two cents. 


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

Love, then 

Status Transitions in ITSM 7

2007-09-26 Thread E. Louise van Hine

I had an interesting issue come up with making a modification to the CM module
in ITSM7 (patch 5.)  There is a filter error that comes up which reads and
checks a value from the SYS:Status Transitions form, apparently checking
whether the status transition is invalid or valid, however, the value it
checks for is not the invalid flag but rather it sets (triggering the error)
when the status value is set to Enabled.  The only thing that would allow me
to get past the error was setting the status on the Status Transition records
to Offline.  I can't help but wonder whether the workflow was supposed to
check that Valid? flag rather than the status flag, or check both flags before
setting the temp field to trigger the status transition error. 

Has anyone else seen this?  Any thoughts on manipulating those Status 
Transition

records?

thanks for any feedback,

Louise van Hine
KTSL Limited

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Re: Should we be fixing vendor bugs?

2007-09-21 Thread E. Louise van Hine

I have a sort of related problem, but haven't yet got an answer from support
about what the root cause of this problem is.  I installed the latest 
version
ARS 7.0.2 and then the CDs for ITSM dated November 2006.  In starting 
up ITSM I

got an error on the Change Management console view which has been traced to
field 179 (instance id) is not in the database table for CHG:Infrastructure
Change. 


Has anyone seen a fresh install of CM come up with this error, and do you know
what might cause it ?


--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Joe D'Souza [EMAIL PROTECTED]:


**  That really depends on what the fix to the problem is and
whether or not there will actually be a fix engineered by Remedy
support or not..   They have for example, outstanding issues with the
Remedy Customer Support application. I have been on projects with a
customer, who have had performance problems and these problems have
mainly been due to bad queries or queries run against large tables
with no appropriate indices, etc. I haven't heard that there were any
official fixes to these problems, and part of my project with this
customer was to correct these problems myself.   Your best bet in
such cases would be to document the changes you have made to fix
these problems, as well as take backup def files of your changes if
that is possible.   BEFORE applying any patches later, it would be
good to read through the read me files and check to see if the list
of fixes corresponds to the fixes you have implemented yourself as
chances are the fix might be the same thing.   It might also be a
good idea to notify Remedy support of that bug and inform them about
the changes you have had to make to correct them. That way they might
be able to advise you based on the record of that incident with them
on their records, on the best way to install a new patch that they
have released as they should be able to have a fair idea (hopefully)
of the changes their patch would install on your system and would
know if that would interfere with any changes you have implemented
manually prior to the patch..   Cheers   Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of [EMAIL PROTECTED]
Sent: Tuesday, September 18, 2007 11:17 PM
To: arslist@ARSLIST.ORG
Subject: Should we be fixing vendor bugs?

Hi AR Listers,
I'm not sure if this question has been posted before. 
We are on IM/PM 7.0.2 patch 5 and have found some out of the box bugs

from our system testing.   Some of these bugs are high priority for us
to fix them now because they cause either confusion to users or
inconsistency.  We've reported some in the past but not sure whether
they would be fixed in the next patch. 
Our concern is that if we fix them by ourselves would it cause add-on

complexity when we apply the next IM/PM patch (in case they do get
fixed in the patch)?
How do you handle vendor bugs if they are something you have to fix
sooner than later?  Your feedback is much appreciated. 
Thanks,

~Mary
949-975-5180 ext - 55180  __20060125___This
posting was submitted with HTML in it___


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Re: the mystery of ITSM patch 5

2007-09-05 Thread E. Louise van Hine

Hi Matt,

That pdf you refer to is included in the patch .RAR file.  I did not see a doc
on what was updated on the CMDB, but the Problem and Incident Management doc
does contain a list of issues that are addressed, as well as objects that are
updated.  However, that is not the documentation I really need.  The
documentation needed is what happens when the errors occur?  what do the error
messages mean?  If I get a fatal error (as I did) after an apparent successful
installation of the CMDB portion and a reboot, do I run it again?

That is the type of information needed to really evaluate what happened with
this installer, adn I just... don't see it anywhere. 




--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Matt Reinfeldt [EMAIL PROTECTED]:


Rick,

There is a technical bulletin titled: BMC Remedy IT Service Management 7.0
Patch 005: Describes how to install Patch 005 with ITSM applications that
have been customized. Or something to that effect... that may provide some
of the information you're looking for. 


It can be obtained here:
http://www.bmc.com/supportu/documents/17/17/71717/71717.pdf (hopefully that
link works... If not, go into supportweb - documentation - BMC Remedy
Service Desk Application (v. 7.0.02))

Matt R. 




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, September 05, 2007 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: the mystery of ITSM patch 5

Louise, the problem you reported is one of the reasons we're not going to
install patch 5.  I asked (after digging through the docs as best I could)
for a list of what was added/modified/removed as a result of the patch, so
that we could know what of our customizations might conflict with those.  I
was told that there was no list.  I escalated to Engineering, which told me
the same thing.  Now we all know that there COULD be a list, so it's a
matter of won't rather than can't at this point.  In the meantime, the level
of risk is an unknowable thing, and therefore we cannot install the patch. 


Seems as though a product manager should understand issues of change and
release management - in a real life environment - before asking customers to
do something as silly as install a blind patch.  If I am in charge of a
Remedy application, and my admin says he wants to put a patch in, the first
question I want to ask is Why, and the second is How will it affect what
we already have?.  That the person in charge of releasing this patch
apparently couldn't anticipate such a question is troubling.  I guess that's
what happens when one rids oneself of the nuisance of the people that do
understand such things, and replaces them with those that don't. 


As to the verification of what's been upgraded, if they are still creating
html logs, those are the most reliable sources of information on the subject
of success or failure of an installation or patch. 


Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine
Sent: Wednesday, September 05, 2007 5:35 AM
To: arslist@ARSLIST.ORG
Subject: the mystery of ITSM patch 5

This week I downloaded from the patches section the ITSM patch 5 installer,
which is supposed to be one monolithic installer to patch all installed ITSM
apps in one go.  I ran this installer against a latest version ARS 7.0.1
patch 4 server.  It would stop and hang and do nothing for hours, and
finally I ran the installer with force errors and it ran for hours before
it announced it had updated the CMDB, and shortly after the reboot, quit
with a fatal error. 
  There isn't any further information in the logs for this, and it had

thrown 7 errors during the installation it did do.  Now I have no way to
tell whether my ITSM is patched, unpatched, dead, half dead, or just the
CMDB got upgraded. 


Anyone else have any information on this ?  The readmes on it are relatively
uninformative. 


Regards,

Louise van Hine
KTSL, Limited


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the mystery of ITSM patch 5

2007-09-05 Thread E. Louise van Hine

This week I downloaded from the patches section the ITSM patch 5 installer,
which is supposed to be one monolithic installer to patch all installed ITSM
apps in one go.  I ran this installer against a latest version ARS 7.0.1
patch 4 server.  It would stop and hang and do nothing for hours, and 
finally I

ran the installer with force errors and it ran for hours before it announced
it had updated the CMDB, and shortly after the reboot, quit with a 
fatal error. 
 There isn't any further information in the logs for this, and it had thrown 7
errors during the installation it did do.  Now I have no way to tell 
whether my
ITSM is patched, unpatched, dead, half dead, or just the CMDB got upgraded. 


Anyone else have any information on this ?  The readmes on it are relatively
uninformative. 


Regards,

Louise van Hine
KTSL, Limited

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srms in the licensing file ?

2007-08-31 Thread E. Louise van Hine

I am setting up AR 7.0.1 (I have the latest server patch) with ITSM products,
and found that my Admin tool does not have BMC Remedy SR Management listed in
its licensing.  Assuming this is a patch issue, I went to get the 
latest client
patches from the Heritage area of the support website, and have failed 
to get an
ftp download despite repeated attempts.  Has anyone tried to download 
ARS 7.0.1

p 4 from BMC support site in the last few days and been successful in getting
the clients?  It keeps timing out at the same spot, and the User tool 
times out
almost as soon as it starts. 


Anyone else besides me having these issues, either the licensing issue or the
FTP download issue?

Regards,

Louise van Hine
KTSL Limited

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Re: srms in the licensing file ?

2007-08-31 Thread E. Louise van Hine

Thank you, Scott, I managed to get the license applied without problems!

By the way, I did try later in the day to get a download of the Admin.exe from
the 7.0.1. patch FTP, and was successful. 




--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Scott Parrish [EMAIL PROTECTED]:


This is not a patch issue. Just type the name into the field rather than
selecting it from the list. You have type the name in just as it appears in
the license information sent to you by BMC. 

On the other hand, I've had the same problem with the patch download. 


Scott Parrish
IT Prophets, LLC
(770) 653-5203
http://www.itprophets.com


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of E. Louise van Hine
Sent: Friday, August 31, 2007 8:58 AM
To: arslist@ARSLIST.ORG
Subject: srms in the licensing file ?

I am setting up AR 7.0.1 (I have the latest server patch) with ITSM
products,
and found that my Admin tool does not have BMC Remedy SR Management listed
in
its licensing.  Assuming this is a patch issue, I went to get the
latest client
patches from the Heritage area of the support website, and have failed
to get an
ftp download despite repeated attempts.  Has anyone tried to download
ARS 7.0.1
p 4 from BMC support site in the last few days and been successful in
getting
the clients?  It keeps timing out at the same spot, and the User tool
times out
almost as soon as it starts. 


Anyone else besides me having these issues, either the licensing issue or
the
FTP download issue?

Regards,

Louise van Hine
KTSL Limited


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Re: ARS 7.01 -P4

2007-08-23 Thread E. Louise van Hine

I just installed the latest 7.0.1 patch on Win 2003 and it went in without a
hitch, I am still in the process of installing ITSM on top of it though, so I
haven't any feedback about how it functions. 



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Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting patrick zandi [EMAIL PROTECTED]:


** Anyone install this yet ? even a little, and play? Any Complaints ?
  ENV: Win 2003 /SP2
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Re: BMC have done it again

2007-08-23 Thread E. Louise van Hine

I can get patches OK via the old Heritage system, what I can't seem to do is
get EPD to save a favorites list.  It tells me repeatedly there is an
application error and to log in again. 



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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Robert Halstead [EMAIL PROTECTED]:


so I'm confused now.  For patches to Remedy, do we go through the EPD
or the old way?  I'm looking for patch 22 but I'm not sure if the
files the EPD are the up-to-date files or some other version.  Also,
has anyone had any trouble actually downloading the patch contents the
old way?  It seems that IE become un-responsive after a little while. 
I'm tring to get the documentation on the server patch and it seems to
kill IE. 


On 8/20/07, patrick zandi [EMAIL PROTECTED] wrote:

**
must have got confused with the email sent me by BMC is says.. 



New Electronic Product Distribution Site for All BMC Software Products

Our BMC Software Customer Support Web site has been enhanced to provide our
customers with greater self-service capabilities. The launch of our new
Electronic Product Distribution site gives you increased direct access to
our products and offers:

A single download site for all BMC products
Self-serve maintenance downloads
Ease of use through a four-step download process and search capabilities
License Key Information for each version of your product
Individualized Favorites list of products Thanks Dave.. 




On 8/20/07, Easter, David [EMAIL PROTECTED] wrote:
 **

  I thought it was going to provide me with my licesnes too, I just did
not see it though... ?

 License key generation is not within the EPD structure and remains
available in its original location on Support Central.  You can find it
under the Licensing and Passwords link. 



http://www.bmc.com/info_center_support/overview/0,3252,19097_61032733,00.html

 There are links to this site within the license key information document
for each product. 


 Thanks,


 -David J. Easter
 Sr. Product Manager, Service Management Business Unit
 BMC Software, Inc. 


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



 
 From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG ] On Behalf Of patrick zandi
 Sent: Monday, August 20, 2007 5:20 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: BMC have done it again


 **
 Tested it a minute ago.. worked fine.. 
 The only complaint I had was the search function, if you previously

selected a product then decided to add something with seach text - it clears
out what you selected. 
 Works Great.. Much better tool. 
 I thought it was going to provide me with my licesnes too, I just did not

see it though... ?


 On 8/20/07, Ian Trimnell [EMAIL PROTECTED]  wrote:
  **
 
 
  Just went to BMC Support Central to check out the latest patches and
have noticed that they have gone and changed the product download area. 
This has now changed to Electronic Product Distribution (or EPD) and it

does not now work with any of my browsers :-(
 
 
  Response from https://webapps.bmc.com/epd/ is:
 
  Proxy Error
 
  The proxy server received an invalid response from an upstream server. 
  The proxy server could not handle the request GET /epd/. 
 

  Reason: Error reading from remote server
 
  Why oh why do these people go and change things?  BTW, I am using
Firefox 2 and IE 6 and they both worked with the old download system.  So my
question to BMC is 'what has changed?'
 
  Yours in frustration,
  Ian 
 Ian Trimnell, AR System Lead Developer (amongst other jobs),
  Specialist Support  Information Team, Academic  Administrative
Computing Service
  Open University, MILTON KEYNES, UK
  Phone: 01908 653741   web: http://www.open.ac.uk/
__20060125___This posting was submitted
with HTML in it___



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__20060125___This posting was submitted
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was submitted with HTML in it___



--
A fool acts, regardless; knowing well that he is wrong. The ignoramus
acts on only what he knows, but all that he knows. 
The ignoramus may be saved, but the fool knows that he is doomed.


Robert Halstead

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itsm 7 installing and configuring course

2007-08-07 Thread E. Louise van Hine

Hi folks,

there were some questions posed last week about the ITSM courses and whether
they are open to customers.  I am on the ITSM 7 installing and configuring
course, and they did restrict the courses for a time, according to the
instructor.  However due to customer demand, they have made the Installing and
Configuring course available to customers, and in fact there are quite 
a number
of them in the course this week. 


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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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Re: Remedy 7.0 Admin training

2007-08-01 Thread E. Louise van Hine

I am taking a course in Pleasanton (Installing and Configuring ITSM 7.0) next
week that is listed on the education list as available to the public.  It does
have prerequisite required courses, however.  Could it be that it is 
restricted
due to the prerequisite courses?  Just a thought. 


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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Timothy Powell [EMAIL PROTECTED]:


**  Rick and Norm, I heard from two very reliable sources that
these classes, reserved for partners and/or internal BMC employees,
were routinely being cancelled by BMC for unknown reasons. It was
assumed by these sources that it was due to lack of adequate
teaching resources and schedule conflicts.   I was also told by these
two sources that BMC would not be opening these classes up to
customers/independents because BMC doesn't want us involved in
future implementations any longer. They want to control who does it
and how it's done (BMC and BMC partners using their certified
implementation specialists).   Look at the other part of thisyou
can't play with the 7.0 apps any longer because it takes a set of
full blown licenses and not many of us independents can afford that. 
On the other hand, partners are given the licenses as part of their

partner agreement.   So you can't muck around and learn the apps and
you can't get implementation training.I don't know about you, but
I know what 1+1 appears to equal..   **disclaimer** This is what I
was told by two different partner repsnot what I personally know
to be fact.   Tim

-
 FROM: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] ON BEHALF OF Rick Cook
SENT: Tuesday, July 31, 2007 11:16 AM
TO: arslist@ARSLIST.ORG
SUBJECT: Re: Remedy 7.0 Admin training

 ** That's true.  I do hope they either open that up to customers
soon, or offer a reasonable alternative for them.  Many want to
attend training to be able to effectively administer the apps, and I
don't see a class that does that for them.Initially, it was
restricted to ensure that the implementation consultants would have
first dibs on the space.  I don't know what the demand/demographics
currently are for that class, or whether they justify continuing the
restriction.Rick

  -Original Message-

  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE

  Sent: Tuesday, July 31, 2007 11:07 AM

  To: arslist@ARSLIST.ORG

  Subject: Re: Remedy 7.0 Admin training

  I heard the same thing. Is it true?

  Rhetorical question: If true, why in the world would they do that?!
 On 7/31/07, JOHN ATHERLY  wrote: **

Thanks all   I heard some where that Installation and Configuration
of ITSM 7 is only for partners

John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 __20060125___This
posting was submitted with HTML in it___

--
Rick Cook
Cook Enterprises
253-278-4112 __20060125___This posting was
submitted with HTML in it___  __20060125___This
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Say what about that knowledge base?

2007-07-26 Thread E. Louise van Hine
I haven't been able to get a search to run on the BMC Knowledge base, 
even when

I select a product.  I have just put in a support request for it, but perhaps
someone else has a tip or trick for running a search, because keyword 
searching
with that top panel does not seem to function without a huge JSP error. 


Could it have something to do with running Mozilla Firefox 2.0?


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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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OT: Re: Software Developer Remedy Job at Amazon.com com job link to website

2007-07-26 Thread E. Louise van Hine

I don't know, Geoff, that isn't such a bad thing!  I did it and survived!


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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Geoffrey Endresen [EMAIL PROTECTED]:


** The only disadvantage is that you would be working with me ;0)
http://www.amazon.com/b/?node=239362011
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http://Amazon.com __20060125___This posting was
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Re: Say what about that knowledge base?

2007-07-26 Thread E. Louise van Hine
and not only this, but I am looking at a support document that says 
that IE 7 is
not compatible with AR products.  O.o. 



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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Rick Cook [EMAIL PROTECTED]:


Ironically, there was a time not that long ago that I could get the KB site
to work WITH Firefox, but not with IE.  That was before they 'fixed' it,
though. 


Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Andrew Hicox
Sent: Thursday, July 26, 2007 6:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Say what about that knowledge base?


- it makes no sense that with a major browser platform one can't use
that site!


Especially considering how much support costs. 
I mean ... *seriously* ... 




On Jul 26, 2007, at 7:03 AM, E. Louise van Hine wrote:


Yes, I felt a bit silly asking the question before dragging IE back
out of its dungeon, and got the search function to work but not with
multiple free text terms - even when I know the article is there. so I
AM going to try Stephen's tool suggestion. 
I logged a call anyway - it makes no sense that with a major browser

platform one can't use that site!


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Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Shellman, David [EMAIL PROTECTED]:


 Re: Say what about that knowledge base?

  It wouldn't work for me with Fire Fox.  When I logged issue with
support, the answer was Fire Fox is not supported.  Once I switched
to IE and allowed pop ups for the site I had no problem. 
Dave

--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
Sent: Thu Jul 26 06:36:15 2007
Subject: Say what about that knowledge base?

I haven't been able to get a search to run on the BMC Knowledge base,
even when I select a product.  I have just put in a support request
for it, but perhaps someone else has a tip or trick for running a
search, because keyword searching with that top panel does not seem
to function without a huge JSP error. 
Could it have something to do with running Mozilla Firefox 2.0?


--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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Re: Say what about that knowledge base?

2007-07-26 Thread E. Louise van Hine

Yes, I felt a bit silly asking the question before dragging IE back out of its
dungeon, and got the search function to work but not with multiple free text
terms - even when I know the article is there. so I AM going to try Stephen's
tool suggestion. 


I logged a call anyway - it makes no sense that with a major browser platform
one can't use that site!


--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Shellman, David [EMAIL PROTECTED]:


 Re: Say what about that knowledge base?

  It wouldn't work for me with Fire Fox.  When I logged issue with
support, the answer was Fire Fox is not supported.  Once I switched
to IE and allowed pop ups for the site I had no problem. 


Dave
--
[EMAIL PROTECTED] (Wireless)

- Original Message -
From: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
Sent: Thu Jul 26 06:36:15 2007
Subject: Say what about that knowledge base?

I haven't been able to get a search to run on the BMC Knowledge base,
even when
I select a product.  I have just put in a support request for it, but
perhaps
someone else has a tip or trick for running a search, because keyword
searching
with that top panel does not seem to function without a huge JSP
error. 


Could it have something to do with running Mozilla Firefox 2.0?

--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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about that matt reinfeldt site

2007-07-18 Thread E. Louise van Hine

I registered for mattreinfeldt.com long long ago and have not been able to log
in since.  Does anyone know whether the server is being administrated and/or
who to get in touch with ?  It is a great site, particularly for up to date
technical info on ITSM but I would like to be able to get in and post things,
and I can neither login (forgotten password) nor create a new account.  My
contact messages have gone unanswered. 



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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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Re: about that matt reinfeldt site

2007-07-18 Thread E. Louise van Hine

I logged in to the  main site:

where it says Login Form

Username:  louisev

thank you very much!

my private email address is the one you replied to:  [EMAIL PROTECTED]


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Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Vincent RIEDWEG [EMAIL PROTECTED]:


Hi,

What's your account, I will have a look.

Did you subscribe for the site or the forum?

Regards,

Vincent.

-Message d'origine-
De : Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] De la part de E. Louise van Hine
Envoyé : mercredi 18 juillet 2007 11:07
À : arslist@ARSLIST.ORG
Objet : about that matt reinfeldt site

I registered for mattreinfeldt.com long long ago and have not been
able to log
in since.  Does anyone know whether the server is being administrated and/or
who to get in touch with ?  It is a great site, particularly for up to date
technical info on ITSM but I would like to be able to get in and post things,
and I can neither login (forgotten password) nor create a new account.  My
contact messages have gone unanswered.


--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]

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Re: about that matt reinfeldt site

2007-07-18 Thread E. Louise van Hine

thanks, Matt... looks like my site login is straightened but not the forum
login.  Sorry to take up bandwidth on the list for this but I did not have a
different account to message you...!


--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]



Quoting Matt Reinfeldt [EMAIL PROTECTED]:


Louise,

Sorry for the inconvenience!  I must have a defunct e-mail account
somewhere.  I'll rectify that!

We'll get you all straightened out. 


Thank you,

Matt Reinfeldt

-Original Message-
From: E. Louise van Hine [mailto:[EMAIL PROTECTED]
Sent: Wednesday, July 18, 2007 4:07 AM
To: arslist@ARSLIST.ORG
Subject: about that matt reinfeldt site

I registered for mattreinfeldt.com long long ago and have not been able to
log
in since.  Does anyone know whether the server is being administrated and/or
who to get in touch with ?  It is a great site, particularly for up to date
technical info on ITSM but I would like to be able to get in and post
things,
and I can neither login (forgotten password) nor create a new account.  My
contact messages have gone unanswered. 



--
Regards,

Louise van Hine
KTSL Limited
[EMAIL PROTECTED]


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Re: Tenancy mode

2007-06-23 Thread E. Louise van Hine
multi-tenancy refers, I believe (without having the thing in front of me at
the moment) to do with being able to change the organization that a login
belongs to, and that this is a necessary setting for setting up LDAP single
sign-on integrations.  I know that when I did an LDAP to Lotus integration I
had to have multi-tenancy selected to set up the LDAP.
  -Original Message-
  From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Howard Richter
  Sent: Samstag, 23. Juni 2007 19:43
  To: arslist@ARSLIST.ORG
  Subject: Re: Tenancy mode


  **
  I myself have been trying to understand what happens when you go to Multi
tenancy as well.

  Anyone have a real good idea what is going on behind the covers?

  Howard Richter


  On 6/23/07, roseta [EMAIL PROTECTED] wrote:
Hello,

I wanted to know if I change the tenancy mode form single to Multi what
are
the effects. in document it says:

single tenancy mode is required if you need unknown users to access the
ITSM
Requester console.

but who are unknown users. I thought unknown users are whom do not have
licence . but these users can login and see the request console if multi
tenancy is selected.

who are the unknown users exactly???

Regards,
Roseta
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  --
  Howard Richter

  Remedy ServiceDesk Manager
  CedarCrestone Managed Services Center

  [EMAIL PROTECTED] __20060125___This
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