Re: Patch 9002 (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Fast probably means it's buggy!!! :) 

Sounds interesting though. I'll try it the next time I get a free moment
(2010+)

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, June 25, 2008 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Patch 9002

** 

That was fast - from January 2007 to May 2008 to get it fixed (and that
is assuming that it has actually been fixed - guess I'll find out when
we try to update the app when ITSM 7 patch 008 comes out).

 

I would not have known unless you told me, because the issue I logged
against it in February 2007 was closed as a defect in August 2007 with
"no known eta on the updated patch 9002" provided.  With the issue
closed, they have no mechanism to let you know when a fix has been
released, and they have not mentioned an update in any of the BMC
Software Customer Support Notices (and I just went back and looked at
the 3 from May and 6 from June).

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Wednesday, June 25, 2008 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Patch 9002

 

** 

FYI: There is a new version of 9002, dated May 22nd, on BMC's site.

 

--- J.T. Shyman



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Wednesday, June 25, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming a company in ITSM 7

 

At UserWorld 2007, BMC promised a utility to do this; they have yet to
deliver it.  I expect to see it sometime after they fix the bugs in
patch 9002 (and now 9004), so we are already talking years, not just
months.

 

So far, we have had to use the manual method that you described.

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/
  

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Re: I'm almost there.... (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I hope one of BMC\Remedy's development targets for "installers" is to
consolidate "ALL" installers into one or a series of connected modules.
"Remedy Corp" was very good at modularity. I'm not so sure BMC has
caught on yet. Well tested installers that look alike will result in
less support calls and less frustration on the customers part. Less
customer frustration equals more profit from additional purchases.

Having just installed the entire suite on a new server (UNIX), they are
almost there. The Windows installers I've done in the past, do have the
same look and feel. They need to apply this to other platforms. If they
could consolidate "development teams" and make the look and feel the
same, Release Notes could be a minor thing. They will not go away, but
the need to specifically review them to the "nats eyelash" will be less.

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Thursday, June 19, 2008 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: I'm almost there

** 

You may not believe it, but I did read the release notes, installation
guide,

configuration guide and users guide and I'm totally embarrassed to say
that

I absolutely did not see that on page 19, but yep, there it is. I think
I'm getting

loopy from all the reading and correlating. Thank you for diplomatically
pointing

out that reference. So far I've had to go through well over a thousand
pages

of reading material and being low-visioned it's a chore. I need a few
days on

the beach in Nassau with a cold drink. As I said, thanks for your
patience and

forbearance while I learn this wonderful product that management has
decided

to install...

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, June 19, 2008 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: I'm almost there

 

** 

I hate to say it, but you really DO need to read the installation guide
(pg. 19 in this case) and the release notes on any BMC Remedy product
before you install it.  BMC installers barely work as it is, and
absolutely don't if you skip those prerequisites that they DO manage to
document.  You will waste a lot of your own time if you don't.

 

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/ 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits
Sent: Thursday, June 19, 2008 9:41 AM
To: arslist@ARSLIST.ORG
Subject: I'm almost there

 

** 

First, a sincere thanks to everyone for their patience, tolerance, help

and suggestions during my journey through the wonderful wonderland

of Remedy 7x installation and configuration...

 

Todays test of my ability to decode the obscure happened during the

installation of the SLM module. I got an error message about something

called "BMC_SLM_JAVA_HOME" not being set as an environment

variable. I'm assuming  that this is a system variable in the control
panel,

system properties, advanced, environment variables area and NOT
someplace

in AR.CFG or some other obscure XML file. Before I change anything which

if I'm wrong might render 3 days of work totally trashed I thought I'd
ask

the experts. Am I correct in my assuming that I need to put it in as a
SYSTEM

environment variable and give it the path to some module (???) in Java?

Thank you for your suggestions.


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Re: Top 10 Reasons to Attend BMC User World (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Party dude!!!

Seriously
1. Putting faces with names (It's nice to meet ARSLIST people in person)
2. Learn from other people (Birds of a Feather sessions need to be
beefed up a little)
3. Hear BMC\Remedy direction
4. Do face to face with the products designer and learn why they
approached it the way they did. It's nice to talk to Doug Mueller
one-on-one.
5. Attend sessions that you think your company will be getting into in
the future.
6. I always come away with several new ideas from everyone I meet.
7. Short courses are nice, but I think I have attended most of the
repeats (There's just so many times you can attend Performance Tuning!)

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer
Sent: Wednesday, June 18, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Top 10 Reasons to Attend BMC User World

**
If you were tasked to make a top 10 list - what would some of your
reasons be? 

Some of mine would be: 

Learn new useful tips
Learn things I could put into place right away Learn more best practices
for use of the software Find out where BMC is heading with their
software 

What about you? 

Regards,
Ben 


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Re: BBQ tour (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

In Baltimore, during a Baltimore Orioles game, you can dine at Boog's
BBQ. Boog Powell was a great Baltimore Orioles first baseman (MVP
-1970). He has now gone into the BBQ business. He cooks on very large
Weber Grills. Very tasty and one of the reasons Camden Yards is such a
great ballpark. Boog is usually there to serve as well. 

This couldn't be a complete list without mentioning this bit of heaven.

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, June 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: OT: BBQ tour

** 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: AR System 7.1 Patch 003 (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I just completed an installation of 7.1p3 on a test server. It seems to
have worked ok. The messages on the "start" are a little different, but
the overall installation went ok.


Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, June 11, 2008 8:26 AM
To: arslist@ARSLIST.ORG
Subject: AR System 7.1 Patch 003

**
I noticed last week that BMC released AR System 7.1 Patch 003.
Has anyone already downloaded and installed and tested this on any
platforms yet?
 
We had tried to install and work with Mid Tier 7.1 Patch 002 in the past
but that effort went to waste after we encountered sporadic errors and
Tomcat issues which forced us to rollback to Mid Tier 7.01.
 
Just hoping and eagerly awaiting for that "stable" version of an AR
System and Mid Tier 7 platform that we can settle with for the most
part.
 
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
 
 
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Re: Caught Exception Error (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

The fix for this is to clear cache in both the Mid-Tier Config.jsp
and/or your browser cache. This usually does the job.

You may also have to logout of the Mid-Tier or terminate your userid
through Server Information

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Tuesday, June 10, 2008 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Caught Exception Error

**
In IM 7.03 using the web and going to...
 
Application Admin > Custom Config > Foundation > People > People
 
I do a search by user ID and get the following error:
 
Caught exception :'t.LoadResultsList' is null or not an object
 
This is our QA system.  It is IDENTICAL to our DEV system and the DEV
system does not throw this error.  All of the AR Server and Mid-tier
config settings are the same.  I checked previous ARS list posts about
"Caught Exception" errors and none of them applied to this (checked
duplicate fields, results list, etc etc).
 
In fact, Migrator says our two copies of CTM:People on the servers are
the same as well.
 
Vital stats of the system
AR Server 7.1 patch 001 on Solaris
IM 7.03
AR Mid-tier 7.1 patch 001 on Solaris (separate box) with IBM HTTP Server
+ Websphere.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 
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Re: OT: Friday humor - Here's your sign! (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

BILL ENGVALL:  I was heading out for a show one time and had to take a
plane to get to my destination.  The plane is taxiing down the runway
and a deer comes out of nowhere, and we hit it with the plane.  

I was shocked...I call my wife up on the cell phone and said Honey, you
are NOT going to believe this, we just hit a deer with our
airplane...there was a long moment of silence on the other end of the
line, then she said, oh my god, were you on the ground? 

I said, NOPE Santa was taking one last ride...here's your sign!"  

I couldn't resist after the flying car thread.


Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate)
Sent: Friday, June 06, 2008 12:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Friday humor - 8.0 has been released!

** 

Well, if we were in three dimensions, then there would be less chance of
hitting someone, at least you might not be on the same plane!

 

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



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, June 06, 2008 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Friday humor - 8.0 has been released!

 

** Oh, I think we'll all be drooling on ourselves at "the home" before
anyone invents a vehicle that moves in three dimensions in a way that
overcomes the fact that most people have enough trouble navigating in
two.  It is a cool concept, though, for the exceptions to the rule!

It's sort of like AR System.  Some people can learn how to make it do
some amazing things, and some...well...let's just hopefully say that
they're otherwise gifted, and that we need those other things done, too.

Rick

On Fri, Jun 6, 2008 at 8:49 AM, Benedetto Cantatore
<[EMAIL PROTECTED]> wrote:

** 

Actually they do have a flying car... but we'll probably see version 8
before we see that in production.

 

www.moller.com

http://www.xconomy.com/2008/05/08/from-the-runway-to-the-road-terrafugia
-redefines-the-flying-car-make-that-drivable-airplane/

 

Ben Cantatore
Remedy Manager
(914) 457-6209

 

Emerging Health IT
3 Odell Plaza
Yonkers, New York 10701


>>> [EMAIL PROTECTED] 06/06/08 11:37 AM >>>

** Were they going to install it on Windows Server/SQL 2009, or Linux
RHEL 6/Oracle 12?



Did they offer a parking space for your flying car?  Or at least to
share their...um..."source of inspiration"?

Rick

On Fri, Jun 6, 2008 at 8:18 AM, Timothy Powell
<[EMAIL PROTECTED]> wrote:

I just got hit up for an engagement to do an upgrade from "Remedy 6.x to
8.0".

David Easter! When were you planning on telling us that 8.0 had been
released! Now I'm behind the curve again.

;-)
Tim


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Re: Outlook integration (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

There's a bunch of Outlook related downloads on Gidd's site:

http://www.buoyantsolutions.net/Index.html

I think Matt Reinfeld has some stuff also:

http://www.mattreinfeldt.com

Perhaps you could use one of these as a model.

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Uday Joshi
Sent: Thursday, May 22, 2008 7:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Outlook integration

**
Hi Jim,
 
I have not done it but  have some idea.
 
Outlook supports open standard called iCal defined by IETF. As per
IETF's RFC the calendar is text based file through which you can define
calendar event. 
 
So you will have to have workflow to create this file and then send as a
email message to the intended recipient.
 
Best Regards,
 
Uday Joshi
 
Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103
 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of O'Hara, Jim
Sent: Thursday, May 22, 2008 05:20 AM
To: arslist@ARSLIST.ORG
Subject: Outlook integration


** 

I need a filter that will create a reminder on an Exchange server.
Anybody done this?  Tia 

Jim O'Hara 

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Crystal Report Server XI Install Notes (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hello all,

Does anyone have an install script they can share for Business Objects
Crystal Report Server XI and the Mid-Tier?

Specifically I am interested in how everyone handles Tomcat (the
Mid-Tier installs it and Business Objects installs it). 

Do you have to live with two instances of Tomcat or is there another way
to do it so that you only have one?

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: CI Relationship Viewer - Works for Demo and not for other users. (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Thanks for all of your help! 

The combination of several feedbacks got me thinking and I actually
solved this problem. I don't know what is being carried my the account
"appadmin" but it is the key to the solution. "appadmin" carries ITSM
"something" that Demo does not. But Demo does bring up the CI Viewer
correctly.

Here are the steps which will work. 

1. Collect all information for the new account.
2. Go to the "Application Administration Console", People, View
3. Select "appadmin" Login ID
4. Perform a "Copy to New" (Ctrl-T or select from toolbar)
5. In the new copy, make all account changes (Login ID, Support Groups
(including Administrator), etc. etc.)
6. Save
7. Login to the new account and the CI Viewer will now work.

Like I said, I don't know what is being carried underneath, but
something is different on "appadmin". This procedure seems to work every
time.

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe Bucci
Sent: Monday, May 19, 2008 10:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: CI Relationship Viewer - Works for Demo and not for other
users. (UNCLASSIFIED)

**
Same issues - told to patch CMDB to 2.1, Midtier and thick client.
I am about to do this today.
HTH, Joe

Joe Bucci
cell 703-608-4467

> Date: Sun, 18 May 2008 11:13:29 -0400
> From: [EMAIL PROTECTED]
> Subject: Re: CI Relationship Viewer - Works for Demo and not for other

> users. (UNCLASSIFIED)
> To: arslist@ARSLIST.ORG
> 
> Sounds like it could also be a permissions issue where the User 
> doesn't have access to the CI.
> 
> You might want to check that as well (don't know if that is what the 
> bug is about).
> 
> 
> 
> ... Daniel
> 
> 
> 
> _
> 
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Mike Gould
> Sent: May 16, 2008 3:28 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: CI Relationship Viewer - Works for Demo and not for other

> users. (UNCLASSIFIED)
> 
> 
> 
> **
> 
> Hi Gordon,
> 
> 
> 
> We are having the same issue on our ARS 7.0.01 Patch 003, CMDB 2.0.01 
> Patch 003, Solaris9/Oracle10g server. I've had a ticket open with BMC 
> Support for several months now.
> 
> 
> 
> Applying Mid-Tier 7.1.00 Patch 002 recently fixed the problem for us 
> accessing the CI Viewer via Internet Explorer but it still doesn't 
> work with AR User (any patch version of 7.0.01 and 7.1.00). If you're 
> only accessing the CI Viewer from a browser, then applying the latest 
> Mid-Tier patch will fix the problem.
> 
> 
> 
> We're still trying to work on a fix for the AR User client.
> 
> 
> 
> Regards,
> 
> Michael Gould
> 
> U.S. House of Representatives
> 
> On Fri, May 16, 2008 at 1:42 PM, FRANK, GORDON CTR DISA JSSC 
> <[EMAIL PROTECTED]> wrote:
> 
> Classification: UNCLASSIFIED
> Caveats: NONE
> 
> When I login as Demo I can open the CI Relationship Viewer and all 
> works fine.?
> 
> If I login as another user, I get the error:
> 
> "The CI Relationship Viewer could not open because the specified root 
> CI does not exist."
> 
> Gordon M. Frank
> Remedy Skilled Professional - 7.x
> ITIL V3 Foundation Certified
> DISA\Verizon FNS
> Classification: UNCLASSIFIED
> Caveats: NONE
> 
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Classification:  UNCLASSIFIED 
Caveats: NONE

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CI Relationship Viewer - Works for Demo and not for other users. (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

When I login as Demo I can open the CI Relationship Viewer and all works
fine.? 

If I login as another user, I get the error: 

"The CI Relationship Viewer could not open because the specified root CI
does not exist." 

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Sync Search Timeout Defect (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Chris,
I would contact them because they were very responsive. I can get you a
specific POC off-list if you want.

Perhaps they are working the final stages of the new Admin Tool and it's
a hot item. I would think the Sync Search would be one of the toughest
pieces to get to work from a web based application.

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Thursday, May 15, 2008 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Sync Search Timeout Defect (UNCLASSIFIED)

I wonder if they are going to provide the hot fix to those of us who
opened issues on this several times over the past year against 7.0 and
then 7.1, but they closed them all after logging defects. I doubt it.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Thursday, May 15, 2008 1:45 PM
> To: arslist@ARSLIST.ORG
> Subject: Sync Search Timeout Defect (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> All,
> 
> If you have ARS Version 7.1 Patch 002 of the Admin Tool, there is a 
> defect (SW00291500) with Sync Search. I worked with Remedy Technical 
> Support (RTS) to obtain a Hot Fix for this and it worked great.
> 
> RTS tell me that if you encounter the same type of problem, a Hot Fix 
> can be provided. You will need to submit a Remedy Technical Support 
> Issue through SupportWeb to initiate. The Hot Fix I received is a new 
> copy of xrefdll.dll. This normally resides in the Admin directory on 
> the Thick client. They didn't want me to publish the .dll on the list 
> at this time. I think the .dll I received will work for most people 
> because my install is very close to OOTB.
> 
> The Symptoms of this defect are:
>
---
> -
> 
> 1. You have full ITSM 7.0.3 Patch 007 and CMDB 2.1 Patch 002 installed

> 2. The Sync Search stops around a count of 42065. It completed Forms, 
> but it stops toward the end of the Active Links. It never gets to 
> Filters, Menus, etc.
> 3. The Active Links it did finish do show up as you would expect under

> the "Related Workflow" Tab of each field.
> 
> 4. The arxref.log has entries like the following:
> 
> AR-XRef Version: 7.0
> Removing previous detail and x-ref entries.
> ERROR: ActiveLink: Business Time Segment-cmdSave_NewWithAssoc & refers

> to field 98 in schema Business Time Segment; field does not exist
> ERROR: ActiveLink: Business Time Segment-cmdSave_SaveModify & refers
to
> field 98 in schema Business Time Segment; field does not exist .
> .
> .
> Could not find referenced schema $232$ on server
> 123.123.123.17.ERROR: ActiveLink:
ReportSelection:RunAskExportFilename7
> & refers to field 290 in schema ReportSelection: field does not 
> exist .
> .
> .
> ERROR: ActiveLink: ASI:SHR:GenericSave_003_Dialog_NoSandBox & refers
to
> field 25108 in schema ; field does not exit .
> .
> .
> And many more of the same.
> -
> 
> 5. It also comes back with a specific error:
>
---
> -
> Aradmin.exe - Application Error
> The instruction at "0x7c168f1d" referenced memory at "0x001c". The

> memory could not be "read".
> Click on OK to terminate the program
>
---
> -
>
---
> -
> 
> 
> I just thought I'd share this because Sync Search is used everywhere.
I
> hope this helps someone out there. It was driving me nuts, because I 
> was always thinking there was something wrong with my computer.
> 
> Let's hope the new 7.5 Admin Tool has the same capability (without the

> defect of course!).
> 
> Gordon M. Frank
> Remedy Skilled Professional - 7.x
> ITIL V3 Foundation Certified
> DISA\Verizon FNS
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
>
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Sync Search Timeout Defect (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

All,

If you have ARS Version 7.1 Patch 002 of the Admin Tool, there is a
defect (SW00291500) with Sync Search. I worked with Remedy Technical
Support (RTS) to obtain a Hot Fix for this and it worked great. 

RTS tell me that if you encounter the same type of problem, a Hot Fix
can be provided. You will need to submit a Remedy Technical Support
Issue through SupportWeb to initiate. The Hot Fix I received is a new
copy of xrefdll.dll. This normally resides in the Admin directory on the
Thick client. They didn't want me to publish the .dll on the list at
this time. I think the .dll I received will work for most people because
my install is very close to OOTB.

The Symptoms of this defect are:


1. You have full ITSM 7.0.3 Patch 007 and CMDB 2.1 Patch 002 installed
2. The Sync Search stops around a count of 42065. It completed Forms,
but it stops toward the end of the Active Links. It never gets to
Filters, Menus, etc. 
3. The Active Links it did finish do show up as you would expect under
the "Related Workflow" Tab of each field.

4. The arxref.log has entries like the following:

AR-XRef Version: 7.0
Removing previous detail and x-ref entries.
ERROR: ActiveLink: Business Time Segment-cmdSave_NewWithAssoc & refers
to field 98 in schema Business Time Segment; field does not exist
ERROR: ActiveLink: Business Time Segment-cmdSave_SaveModify & refers to
field 98 in schema Business Time Segment; field does not exist .
.
.
Could not find referenced schema $232$ on server
123.123.123.17.ERROR: ActiveLink: ReportSelection:RunAskExportFilename7
& refers to field 290 in schema ReportSelection: field does not
exist .
.
.
ERROR: ActiveLink: ASI:SHR:GenericSave_003_Dialog_NoSandBox & refers to
field 25108 in schema ; field does not exit .
.
.
And many more of the same. 
-

5. It also comes back with a specific error:

Aradmin.exe - Application Error
The instruction at "0x7c168f1d" referenced memory at "0x001c". The
memory could not be "read".
Click on OK to terminate the program




I just thought I'd share this because Sync Search is used everywhere. I
hope this helps someone out there. It was driving me nuts, because I was
always thinking there was something wrong with my computer.

Let's hope the new 7.5 Admin Tool has the same capability (without the
defect of course!).

Gordon M. Frank
Remedy Skilled Professional - 7.x
ITIL V3 Foundation Certified
DISA\Verizon FNS
 
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: "The CI Viewer Relationship viewer could not open because the specific root CI does not exist." (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Thank you all for your help!!!

I think the answer is to upgrade the CI Viewer

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Friday, May 09, 2008 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: "The CI Viewer Relationship viewer could not open because
the specific root CI does not exist." (UNCLASSIFIED)

Yes, you need to upgrade the CI Viewer (and the CI Viewer ONLY) to patch
4 or above. Download the latest CMDB patch, within the patch is the CI
Viewer install.

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

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Friday, May 09, 2008 10:17 AM
To: arslist@ARSLIST.ORG
Subject: "The CI Viewer Relationship viewer could not open because the
specific root CI does not exist." (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

"The CI Viewer Relationship viewer could not open because the specific
root CI does not exist."

Does anyone know how to correct this?

I get it when I try to run the CI Viewer from the CMDB Console, Browse
Information screen. I get it on my workstation. Another gentleman does
not and the CI Viewer works as advertised. I get a feeling it's a
parameter someplace that I have set wrong.

My environment is:
Solaris
ARS 7.1p2
CMDB 2.1p2
ITSM 7.0.3p7
Mid-Tier 7.1p2 


Gordon M. Frank
DISA\Verizon FNS
Classification:  UNCLASSIFIED
Caveats: NONE



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Classification:  UNCLASSIFIED 
Caveats: NONE

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"The CI Viewer Relationship viewer could not open because the specific root CI does not exist." (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

"The CI Viewer Relationship viewer could not open because the specific
root CI does not exist."

Does anyone know how to correct this?

I get it when I try to run the CI Viewer from the CMDB Console, Browse
Information screen. I get it on my workstation. Another gentleman does
not and the CI Viewer works as advertised. I get a feeling it's a
parameter someplace that I have set wrong.

My environment is:
Solaris
ARS 7.1p2
CMDB 2.1p2
ITSM 7.0.3p7
Mid-Tier 7.1p2 


Gordon M. Frank
DISA\Verizon FNS
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Form Aliases (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Yes, This is what I am looking for.

Thanks


Gordon M. Frank
Remedy Skilled Professional
ITIL V3 Certified
DISA\Verizon FNS
Office phone: 703-614-6130
Office email: [EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Ian Trimnell
Sent: Tuesday, March 25, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Form Aliases (UNCLASSIFIED)

**
FRANK, GORDON CTR DISA JSSC wrote: 

Classification:  UNCLASSIFIED 
Caveats: NONE

Thanks for the feedback. I am actually looking for where the
alias is
held. 

Example:
Form Name: HPD:Help Desk
Alias: Incidents

I know about the .dat in the home directory, but aren't these
held in a
database table someplace? Like I said, I thought it was
arschema.


Gordon M. Frank

Gordon,

The "Web" alias name is stored in the arschema table in the objProp
column.  Look for object property number 60018 and you should find the
following for your example:

60018\4\9\Incidents\


Hope this helps,

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/ 
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Re: Form Aliases (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Thanks for the feedback. I am actually looking for where the alias is
held. 

Example:
Form Name: HPD:Help Desk
Alias: Incidents

I know about the .dat in the home directory, but aren't these held in a
database table someplace? Like I said, I thought it was arschema.


Gordon M. Frank
Remedy Skilled Professional
ITIL V3 Certified
DISA\Verizon FNS
Office phone: 703-614-6130
Office email: [EMAIL PROTECTED]


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: Tuesday, March 25, 2008 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Form Aliases (UNCLASSIFIED)

Gordon,

There is a message entitled "Delete Records of Alert Events" from Jan 10
with a SQL script attached that lists all the ARS forms with their
corresponding DB table names.  Is this what you are looking for?

Stephen
Remedy Skilled Professional

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, March 25, 2008 8:05 AM
To: arslist@ARSLIST.ORG
Subject: Form Aliases (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Does anyone know what DB table the form "aliases and labels" are held
in?

I had thought it was arschema, but they don't appear to be there.

Gordon M. Frank
Remedy Skilled Professional
ITIL V3 Certified
DISA\Verizon FNS
Office phone: 703-614-6130
Office email: [EMAIL PROTECTED]
Classification:  UNCLASSIFIED
Caveats: NONE


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Classification:  UNCLASSIFIED 
Caveats: NONE

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Form Aliases (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Does anyone know what DB table the form "aliases and labels" are held
in?

I had thought it was arschema, but they don't appear to be there.

Gordon M. Frank
Remedy Skilled Professional
ITIL V3 Certified
DISA\Verizon FNS
Office phone: 703-614-6130
Office email: [EMAIL PROTECTED]
Classification:  UNCLASSIFIED 
Caveats: NONE

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Full Text Search "How to Query" Quick Look User's Guide (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hello everyone,

Has anyone compiled a Quick Look User's Guide for Hummingbird Full Text
Search (FTS)? 

I know there is stuff in the BMC manuals, but it overlaps with FTS admin
stuff and I don't think my users want to see the admin stuff. 

I was going to compile something myself, but I thought I'd ask the List
before starting from scratch.

Thanks,

Gordon M. Frank
Remedy Skilled Professional
DISA\Verizon FNS
Office phone: 703-614-6130
Office email: [EMAIL PROTECTED]

Classification:  UNCLASSIFIED 
Caveats: NONE

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Free Spell Checker for the web (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Here's an article with the spell checker syntax. It uses the native MS
Word Spell Checker. Distribution may be an issue, but it's free.

http://www.pcmag.com/article2/0,4149,428392,00.asp

Gordon M. Frank
Remedy Skilled Professional
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Monday, February 11, 2008 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Configuring JSpell with Mid-Tier 7.0.1 Patch 6

** Can't help with that, but there is another product that works on a
browser.  http://www.alcodasoftware.com/spell-magic.htm

Rick


On Feb 11, 2008 10:29 AM, Latter, Kris <[EMAIL PROTECTED]> wrote:


** 

Hello,

 

I'm having an issue in trying to setup the JSpell program that
has been recommended on this list with: (Server, Admin Tool, and
Mid-Tier all 7.0.1 Patch 6) in order to provide spell-checking on a
specific form.

 

I am wondering if anyone else has successfully setup this
program and implemented it with Mid-Tier.

 

Here is what I have done so far:

 

-  Placed the jspellhtml2k4.war file into my
Tomcat->webapps directory and was able to test the spell checker
successfully with http://hostname/jspellhtml2k4/test.html

-  Loaded the form I wanted to implement spell-checking
with in the admin tool and clicked on EDIT WEB HEADER CONTENT and added
the header content specified by the help file:

 

 

 

 

 

-  I also added the content specified to trigger the
spell check in the active link for the "spell check" button I have on
the form.

 

My problem is that Mid-Tier is actually sticking the  (and so on) 
information in the body of the document instead of the head of the
document, so my call to functions on the form from the activelink does
not seem to be working. Furthermore, the javascript in the activelink
does not seem to "see" the form it is running on.

For example, in the activelink, if I choose RUN PROCESS and
type:

Javascript alert(document.getElementById('arid55012154').value)

I get "Object null"

 

arid55012154 is specified on the form itself when I view the
form as an html page, right-click, and go to VIEW SOURCE. 

There is a field, for example, that says 

 

I'm hoping that someone can either tell me how to ensure that my

Re: User Form ARS 7.0.01 (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Sorry for the mis-interpretation. If your system is custom, you can
pretty much do what you want. Just add a field for Geo-Location in
addition to any other "Location" type fields. If you plan to go to ITSM
you will have to do it with more strict constraints. 

Again, even on a custom system, you may have issues with people who
criss-cross different Geo areas. An example may be a manager which needs
to be able to access both North and South. My rule of thumb has always
been to make sure the field is 3rd Normal Relational Form. In other
words it is only updated in one and only one place.

Gordon M. Frank
Remedy Skilled Professional
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, February 11, 2008 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: User Form ARS 7.0.01 (UNCLASSIFIED)

Sorry guys, I should have been more specific. We use just the core ARS.
We do not use ITSM or any of BMC's canned products. 

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, February 11, 2008 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: User Form ARS 7.0.01 (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

I agree with John Rosquists response. Use the People form. ITSM 7.0.x
has become very specific and you want to minimize the customizations or
hire someone intimate with the underpinnings (there are not very many of
us around and we are costly).

North, South, East and West could be set up using Company. Just allow
the people which criss-cross companies to be in each others Company.

Gordon M. Frank
Remedy Skilled Professional
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, February 11, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: User Form ARS 7.0.01

Good Morning All,

I am thinking of adding a field to the user form to help with sorting
technicians by geographical areas (North, South, East, West).  Does
anyone know of any gotcha's with this? Are there any reasons why I
should not do this?

Thanks,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


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Classification:  UNCLASSIFIED
Caveats: NONE


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Classification:  UNCLASSIFIED 
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Re: User Form ARS 7.0.01 (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I agree with John Rosquists response. Use the People form. ITSM 7.0.x
has become very specific and you want to minimize the customizations or
hire someone intimate with the underpinnings (there are not very many of
us around and we are costly).

North, South, East and West could be set up using Company. Just allow
the people which criss-cross companies to be in each others Company.

Gordon M. Frank
Remedy Skilled Professional
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Monday, February 11, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: User Form ARS 7.0.01

Good Morning All,

I am thinking of adding a field to the user form to help with sorting
technicians by geographical areas (North, South, East, West).  Does
anyone know of any gotcha's with this? Are there any reasons why I
should not do this?

Thanks,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


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Re: Tasks (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Tasks are included under Incident Management and Problem Management but
they do not have the same meaning as Change Management. Change
Management uses Tasks like a checklist of a Life Cycle change. Incidents
and Problem uses them as "extra" things to be done because of the
Incident or Problem. Be careful not to let the Incident Tasks become
Problems or worst yet, Changes.

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Wednesday, January 16, 2008 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Tasks

** 

In ITSM 7, if not using Change Management yet, can we still use the
Tasks functionality?  Thanks 

Dave Drake | Remedy Administrator | Cerner Corporation - CernerWorks |
816-201-1823 | [EMAIL PROTECTED] 
| www.cerner.com  



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Re: Admin tool crashes when sync search database (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Are you doing an update each time? The update takes more resources.

I always do it like this:
1. Delete the "object" forms.
There are three: object_search_ref, object_search_details,
object_search_admin
2. Execute Tools, Set Up Search Database
This will reinitialize the three "object" forms
3. Run Tools, Sync Search Database, Update Search Database
You'll need to leave the Admin Tool up when doing it this way.

The net effect is the same, but because you are not doing an "update"
cycle, it will take less resources and therefore will finish quicker.

You can also substitute the command line execution for step 3 above. I
would always set up the sync search through the Admin Tool because it is
quicker.

aradmin -u  -x  -s

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr
OC-ALC/ITMA
Sent: Wednesday, January 09, 2008 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Admin tool crashes when sync search database

** 

Hi all, I have a coworker who has an issue where when he starts to synch
his search database, his admin tool immediately crashes and the sync
never completes. He has to go in to remedy and reset it there.

 

He's running Admin Tool 6.3 P23 on Windows XP with a Server 2k3 and SQL
Server 2k

 

Thanks,


Gary Opela, Jr

Sr. Remedy Developer

Leader Communications, Inc.

405 736 3211

 

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Re: You are granted one wish for ARS -- what is it? (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Get Sync Search to output Help Text into the object_details_details
form. This has been on the enhancement list since 2000 or 2001.

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg
Sent: Monday, December 24, 2007 5:47 PM
To: arslist@ARSLIST.ORG
Subject: You are granted one wish for ARS -- what is it?

**
Imagine you actually get the ONE feature you want for the new year. 

What is the feature?

Have fun!

-John


--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
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Re: "Name Parameter" (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

This seems to have done it!!!

Thanks

Gordon M. Frank
DISA\Verizon FNS
Office phone: 703-614-6130
Office email: [EMAIL PROTECTED]
Home phone: 410-747-8858
Cell phone: 410-689-9373
Home email: [EMAIL PROTECTED]
Verizon email: [EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mohan Panchangmath
Sent: Thursday, December 20, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: "Name Parameter" (UNCLASSIFIED)

Hi Frank,

On the Audit form , uncheck the "Advanced" option if already "checked"
from the Table/Tree property tab of all the tables and then see if you
still get this error on search.

Thanks,
Mohan



--- "FRANK, GORDON CTR DISA JSSC"
<[EMAIL PROTECTED]> wrote:

> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> Does anyone know what a "Name Parameter" is? 
> 
> I've been doing Remedy ARS for several years now and I don't know what

> they mean or I'm having a "Senior Moment".
> 
> I am getting an annoying
> 
> ARERR(102) Name parameter (or name field in a
> parameter) is empty
> 
> When I query an Audit Form. I have most all fields audited with "Audit

> and Copy"
> 
> Thanks up front,
> 
> Gordon M. Frank
> DISA\Verizon FNS
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
>

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Looking for last minute shopping deals?  
Find them fast with Yahoo! Search.
http://tools.search.yahoo.com/newsearch/category.php?category=shopping


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"Name Parameter" (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Does anyone know what a "Name Parameter" is? 

I've been doing Remedy ARS for several years now and I don't know what
they mean or I'm having a "Senior Moment".

I am getting an annoying 

ARERR(102) Name parameter (or name field in a parameter) is empty

When I query an Audit Form. I have most all fields audited with "Audit
and Copy"

Thanks up front,

Gordon M. Frank
DISA\Verizon FNS
Classification:  UNCLASSIFIED 
Caveats: NONE

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Re: Changing X and Y coordinates (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

One way to do this is to use multiple buttons and hide one and show the
other. The effect is to change position on the screen. In the old days,
a common practice was to stack buttons on top of one another and only
show the ones appropriate to the workflow.

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, December 19, 2007 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Changing X and Y coordinates

**
Is there a way to change the X and Y coordinate of a field or button
when certain criteria is met?
 
Lisa
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Re: Can An Attachment Field Be Made Read Only? (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

You can't use a Change Display action, but you might be able to use an
error Filter with the syntax:

TR. != DB.

I haven't tried it but I'll bet you can. Let me know.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Thursday, December 13, 2007 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Can An Attachment Field Be Made Read Only?

** 

I have an attachment field on a form. Once a file is attached I want to
prevent anyone from changing or deleting the attachment. I would like
them to be able to view the attached file. I thought this would be
simple using the Change Field action and making it Read Only.
Unfortunately that option is not available for that type of field. I
know I can hide the field but I would prefer if it was made read only.
Is this possible?

Brian Sokol
Manager, Desktop Services
Scholastic Inc. 
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com   

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Re: DDE vs. OLE - Resolved (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

One comment. 

Try to do as much of any calculations within Remedy ARS. VBA is running
on a client and Remedy ARS will be on a much more powerful server.

I have run into several site where the first thing said is "My Crystal
Reports are slow!" The reason this is always true, is that the creator
of the report did his complex calculations within Crystal on the client
and therefore slowing down the report. Complex calculations need to be
done on the server where there is the power of huge memories and paging.

VBA can suffer from the same slowness if put together wrong.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Thursday, December 13, 2007 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: DDE vs. OLE - Resolved

I was able to find a decent example in the Remedy KB. I believe I have
the information I need to accomplish an Active Link-DDE-Execute/Poke.

Of course I've now decided to go the VB route, but it's good to know in
case I need it for applications.

Thanks to all who contributed.

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, December 12, 2007 2:18 PM
To: arslist@ARSLIST.ORG
Subject: DDE vs. OLE

Is anyone out there using DDE as an Active Link action?  If so, I could
ready use some help with the syntax. Right now I am trying to accomplish
a "Poke", but would love to have information on any and all of the
commands.

Thanks,

P.S. DDE = Deviously Diabolic Entity

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, December 11, 2007 1:23 PM
To: arslist@ARSLIST.ORG
Subject: DDE vs. OLE

I have a need to have some data from a form sent to an existing excel
spreadsheet. I was thinking of using DDE, but from what I've read it
sounds as though I may be better of in the long run using OLE. 

I wanted to be sure OLE would do what I needed before I wasted my time
trying.  

I've been asked to see if I can have Remedy open a pre-existing
spreadsheet (lots of VB in the background) and place certain data from a
form into the correct cells on the spreadsheet. I have no control of the
spreadsheet itself, but I might be able to get the owner to make
modifications if I need to.

Is this possible using OLE?


Tanks All,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


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Re: DDE vs. OLE (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I found an example which may help

On the following open pdf

http://remedy.ccit.arizona.edu/officialdocs/6.3/Integrating.pdf

Page 171 has an example of how to do this with DDE.

I have done this before (it's been a while), but I remember the
following:

1. Set up Tools, Options, Enable Report to Applications in the User Tool
2. Create a DDE.INI in your Home directory. Use the example on Page 171
or the examples in Remedy User help
3. If you use the example in Remedy User help you can output test data
to help record the VBA Macro in Excel
4. Record the VBA Macro in MS Excel with a chart (as seen on page 171)
or whatever (pivottables are cool)
5. Name the VBA Macro. You will use this in the DDE.INI (see page 171
for syntax on "Command2")
6. Try running a report using the raw VBA macro and the Export to
Applications capability in the Remedy Report Writer
7. If it works, attach a button to the report using Open Window, etc.
8. The tough part is to make it work for any data set. This will require
the adjustment of the VBA code to perform Relative addressing rather
than Absolute (which is what you get when you record the VBA macro).
9. Remember Microsoft Office products integrate with each other so you
can integrate with any of the Microsoft products using this technique
(Bill Gates is to be congradulated on this. Think about what Microsoft
did. Outlook can talk to Word. Word can talk to Excel. Excel can talk to
Access. Heck you could probably talk to MS Project and Visio if you
wanted. For other reasons I am not a Bill Gates fan, but he did good on
Microsoft Office, etc.) 

You'll be amazed with what you can do when the two link up and you start
seeing results.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, December 11, 2007 2:23 PM
To: arslist@ARSLIST.ORG
Subject: DDE vs. OLE

I have a need to have some data from a form sent to an existing excel
spreadsheet. I was thinking of using DDE, but from what I've read it
sounds as though I may be better of in the long run using OLE. 

I wanted to be sure OLE would do what I needed before I wasted my time
trying.  

I've been asked to see if I can have Remedy open a pre-existing
spreadsheet (lots of VB in the background) and place certain data from a
form into the correct cells on the spreadsheet. I have no control of the
spreadsheet itself, but I might be able to get the owner to make
modifications if I need to.

Is this possible using OLE?


Tanks All,

Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140 


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Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

>From a vi standpoint I agree

Gordon M. Frank
DISA\Version FNS
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, December 10, 2007 3:51 PM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming Forms/Active Links/Filters through .DEF files
(UNCLASSIFIED)

s/name   : filterX/name   : filterZ/

is safer than

s/filterX/filterZ/

Axton Grams

On Dec 10, 2007 3:34 PM, FRANK, GORDON CTR DISA JSSC
<[EMAIL PROTECTED]> wrote:
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> Embedded pointers are anywhere theres a literal being used. This can 
> occur in many different actions. The editor should see these within a 
> action line. Just rename the old to the new, but make sure you test 
> them to make sure it takes.
>
> Gordon
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
>
> Sent: Monday, December 10, 2007 12:48 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Renaming Forms/Active Links/Filters through .DEF files
> (UNCLASSIFIED)
>
> Embedded pointers?
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, December 10, 2007 10:34 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Renaming Forms/Active Links/Filters through .DEF files
> (UNCLASSIFIED)
>
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> Yes, what you describe is correct.
>
> The .def file is a big text file. To rename project names, just do a 
> replace within a text editor and save.
>
> Make a backup before you do this!
>
> Embedded pointers may take some manual intervention, but the editor 
> should help with this.
>
> On import, import the new .def and delete the old through the Admin 
> Tool. I would do this on a test server first and proceed from there 
> into production.
>
> Gordon M. Frank
> DISA\Version FNS
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
> Sent: Monday, December 10, 2007 11:00 AM
> To: arslist@ARSLIST.ORG
> Subject: Renaming Forms/Active Links/Filters through .DEF files
>
> **
> Good morning listers,
>
> The name of our project changed and I need that change to reflect 
> in our form names, menu titles, etc.  I'm lazy and I don't feel like 
> renaming everything manually.  Can I export the .DEF file, search and 
> replace, reimport and I'm good to go?
>
> Thanks,
>
> Michael
> The information contained in this email may be privileged, 
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Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Embedded pointers are anywhere theres a literal being used. This can
occur in many different actions. The editor should see these within a
action line. Just rename the old to the new, but make sure you test them
to make sure it takes.

Gordon 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Monday, December 10, 2007 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming Forms/Active Links/Filters through .DEF files
(UNCLASSIFIED)

Embedded pointers? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, December 10, 2007 10:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming Forms/Active Links/Filters through .DEF files
(UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

Yes, what you describe is correct. 

The .def file is a big text file. To rename project names, just do a
replace within a text editor and save. 

Make a backup before you do this!

Embedded pointers may take some manual intervention, but the editor
should help with this.

On import, import the new .def and delete the old through the Admin
Tool. I would do this on a test server first and proceed from there into
production.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Monday, December 10, 2007 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Renaming Forms/Active Links/Filters through .DEF files

**
Good morning listers,
 
The name of our project changed and I need that change to reflect in
our form names, menu titles, etc.  I'm lazy and I don't feel like
renaming everything manually.  Can I export the .DEF file, search and
replace, reimport and I'm good to go?
 
Thanks,
 
Michael
The information contained in this email may be privileged, confidential
or otherwise protected from disclosure.  All persons are advised that
they may face penalties under state and federal law for sharing this
information with unauthorized individuals.  If you received this email
in error, please reply to the sender that you have received this
information in error.  Also, please delete this email after replying to
the sender. 
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Re: Question: Active link /server name (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Server to Server communication is limited to DSO and a couple of other
integration capabilities. 

One trick that Lenny Warren has published is building an Escalation with
a Run Process and the ARIMPORT command line process. The ARImport
command line will run the BMC/Remedy Import Tool from the command line.
If your mapping and preferences are correct, then you can simulate DSO
manually. This is a two step process

1. Dump the data through runmacro from the first server
2. Import to the second server

The doc on the command line import tool is in the Admin Tool Help.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rob Cvetkovski
Sent: Monday, December 10, 2007 12:17 PM
To: arslist@ARSLIST.ORG
Subject: Question: Active link /server name

**
I have a form on Server A and the same form on Server B.
I want to run an escalation that will match data from server A to B and
bring the data over from server A.
When I try to do an escalation and add the other server (I login to both
servers at the sametime) I can't add the 2nd server name to the drop
down server name field on the IF action tab.
Any suggestions of how this can be done?
 

Rob Cvetkovski, Associate Consultant

Burntsand Inc.  
185 The West Mall Suite 600 Toronto ON M9C 5L5
Tel: (416) 234-3839  Cell: (416) 917-7231
www.burntsand.com

 

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Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Yes, what you describe is correct. 

The .def file is a big text file. To rename project names, just do a
replace within a text editor and save. 

Make a backup before you do this!

Embedded pointers may take some manual intervention, but the editor
should help with this.

On import, import the new .def and delete the old through the Admin
Tool. I would do this on a test server first and proceed from there into
production.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Monday, December 10, 2007 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Renaming Forms/Active Links/Filters through .DEF files

**
Good morning listers,
 
The name of our project changed and I need that change to reflect in
our form names, menu titles, etc.  I'm lazy and I don't feel like
renaming everything manually.  Can I export the .DEF file, search and
replace, reimport and I'm good to go?
 
Thanks,
 
Michael
The information contained in this email may be privileged, confidential
or otherwise protected from disclosure.  All persons are advised that
they may face penalties under state and federal law for sharing this
information with unauthorized individuals.  If you received this email
in error, please reply to the sender that you have received this
information in error.  Also, please delete this email after replying to
the sender. 
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Re: How can I display User parameters on Crystal Report (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

One way to do this is the following:

1. Create a separate form which has one field for holding "parameters".
User the Short Description field since it is already there. Default
everything else. This form will only hold one record.
2. When you construct the button to run the Crystal Report, have an
information form which has the parameters stored (or with dates use
variables of what is actually selected)
3. When you hit the initiate button, have the parameter pushed to the
form created in Step 1.
4. Within Crystal, join the form in Step 1 and the real form on the same
report. The effect is that the parameters will display in the header and
the real data will display in the body.

This two form process works well and can give you both the User selected
Parameter and the data. You will have to be rigorous when you change a
report to make sure the User Parameters are updated as well. Remember
multiple users will not conflict because of the "state" of each user.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Wilson, Bruce B
Sent: Monday, December 10, 2007 9:30 AM
To: arslist@ARSLIST.ORG
Subject: How can I display User parameters on Crystal Report

** 

I would like to know if there is a way to pass parameters (for example
the parameters the user selected on a dialog window) to a Crystal Report
and have them displayed on the Crystal Report called from Remedy.

 

Having fought the gritty never-ending battle to produce Crystal Reports
that don't fail when called from Remedy or after migration require
massaging, I am starting to wonder if I would be better off using SQL
Server Reporting Services as a replacement for Crystal Reports
technology.

Too long I find myself hanging on to what seems to be counter-productive
"rapid application development" tools.

 

Realizing I can't [currently] just pass parameters to a Crystal Report
and have them displayed really paints a good picture for me of how
inadequate it is.

 

 

Does anyone have any success stories they'd like to share using
Reporting Services and how difficult to transition to the technology?

I am using SQL Server 2005.

 

Thank you,

Bruce Wilson

Norfolk Southern Corporation

C&S Remedy Administrator

 

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Re: DDE with Excel (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

There is a DDE.INI writeup in the Remedy User client Help.

Gordon M. Frank
DISA\Version FNS
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Fariss, Ron
Sent: Friday, December 07, 2007 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: DDE with Excel

Misi,

Assuming the path to your Excel program is c:\program files\microsoft
office\office\excel.exe, otherwise you get an application error.

Ron Fariss
AIG Global Services
Service Desk Automation
713-831-2365 (Office)
281-782-0979 (Mobile)


-Original Message-
From: "Action Request System discussion list(ARSList)"
[mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky
Sent: Friday, December 07, 2007 4:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: DDE with Excel

Hi,

This DDE.INI will open an empty excel-sheet and paste the columns of
your report into it. It is a start at least...

[Excel]
PATH=c:\program files\microsoft office\office\excel.exe
Application=excel Topic=system Format=Tab XFRDATA=Clipboard
Command1=[NEW(1)] Command2=[PASTE()]

Best Regards - Misi, RRR AB, http://rrr.se

> Does anyone know of a good source of information related to using DDE 
> in conjunction with Excel?
>
> Gidd has a guide on using it with Word, but I believe Excel will be a 
> good bit different.
>
> Thanks,
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140
>
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Re: Question: ITSM 7.0 - Incident - Email Inbound (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

PARSE is a selection in the Email Action field of the "AR System Email
Mailbox Configuration" form. I know you need it to get this to work.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, December 06, 2007 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: ITSM 7.0 - Incident - Email Inbound
(UNCLASSIFIED)

**
Thanks Gordon, I like this.
 
I know this is an odd question, but, when you say PARSE email do I need
to have the database field ids in the email like the template solution
or?
 
THANKS

 
On 12/6/07, FRANK, GORDON CTR DISA JSSC <[EMAIL PROTECTED]>
wrote: 

Classification:  UNCLASSIFIED
Caveats: NONE

You can also do this through a Filter.

Follow the following rough steps 

1. Create an Inbound email address in the "AR System Email
Mailbox
Configuration" form
   - this email address should be one to one with the type
of
ticket you are submmitting
   - Make as many as there are incidents you want to capture

   - Make sure you select "PARSE" on the Email Action (on
the
Advanced Configuration tab)
2. Create a Filter which fires on Submit on the "AR System Email
Messages" form
   - The Run if will be Mailbox Name = "" (email
address in 
step 1)
   - Action will be Push Fields, Create a New Request (1=1)
to the
"HPD:HelpDesk" form (this is Incident)
   - Include all unique fields that you want to be pushed to
Incident
   - Subject should equal Summary
   - Body should equal Notes or Description
(depending upon
your version)
   - Customer should be the From: email address (you
can
use the system to look up person info off eamil address 
if you wish)
   - Default everything else (get all of the
Required
fields)
   - If you have automatic assignment setup, then it
will
assign the ticket based upon the Summary, CTI
combination. (CTI is now called Operational Categorization and
the
fields are Tier 1+, Tier 2 and Tier 3).
   - The Filter will submit the ticket similar to how the
Requester
Console submits a ticket. 
3. The original email message will only be there on the submit,
but the
Filter will take the data and create a rough incident. You may
need to
have constant monitoring because many fields will be defaulted.
Most of 
the time a rough incident is all you need.

I've always said that if you have a capability to email
(Sendmail,
Outlook, etc.) you can create a rough BMC-Remedy ARS ticket.

Gordon M. Frank
DISA\Version FNS 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, December 06, 2007 9:17 AM 
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Incident - Email Inbound

**
I was wondering if anyone has setup Remedy to create Incidents
in ITSM
7.0 using email? 

Thanks!


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Re: Question: ITSM 7.0 - Incident - Email Inbound (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

You can also do this through a Filter.

Follow the following rough steps

1. Create an Inbound email address in the "AR System Email Mailbox
Configuration" form
- this email address should be one to one with the type of
ticket you are submmitting
- Make as many as there are incidents you want to capture
- Make sure you select "PARSE" on the Email Action (on the
Advanced Configuration tab)
2. Create a Filter which fires on Submit on the "AR System Email
Messages" form
- The Run if will be Mailbox Name = "" (email address in
step 1)
- Action will be Push Fields, Create a New Request (1=1) to the
"HPD:HelpDesk" form (this is Incident)
- Include all unique fields that you want to be pushed to
Incident 
- Subject should equal Summary
- Body should equal Notes or Description (depending upon
your version)
- Customer should be the From: email address (you can
use the system to look up person info off eamil address
if you wish)
- Default everything else (get all of the Required
fields)
- If you have automatic assignment setup, then it will
assign the ticket based upon the Summary, CTI
combination. (CTI is now called Operational Categorization and the
fields are Tier 1+, Tier 2 and Tier 3).
- The Filter will submit the ticket similar to how the Requester
Console submits a ticket.
3. The original email message will only be there on the submit, but the
Filter will take the data and create a rough incident. You may need to
have constant monitoring because many fields will be defaulted. Most of
the time a rough incident is all you need.

I've always said that if you have a capability to email (Sendmail,
Outlook, etc.) you can create a rough BMC-Remedy ARS ticket. 

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, December 06, 2007 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Incident - Email Inbound

**
I was wondering if anyone has setup Remedy to create Incidents in ITSM
7.0 using email?
 
Thanks!
 
 
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Re: Synch Search Database, UNIX (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Chris,
I haven't had trouble with forms. I've had trouble with Active Links.
Usually I break Als into two halves (A-H and I-Z). The reason I don't do
right down the middle is because the "H" (i.e. HPD:HelpDesk) has a large
quantity of Active Links. 

I also do them as separate chunks (Forms, 2 AL dumps and the rest of the
objects). Don't forget that a .def file is just a text file and you can
always put them back together if necessary (or pick and choose as
needed).

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, November 30, 2007 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Synch Search Database, UNIX (UNCLASSIFIED)

The last time I tried to export all to def the 7.1 Admin Tool crashed,
much as it does on any attempt to sync.  I'll try again today with just
the forms, as you suggest.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/ 

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Friday, November 30, 2007 6:19 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Synch Search Database, UNIX (UNCLASSIFIED)
> 
> Robert and Christopher,
> 
> I have been watching this thread and wondering if you two(Robert and
> Chris) could do a test for me to find out if a "related problem" might

> be the root cause of your issues?
> 
> I have observed on a v7.x server (with only Service Desk
> installed) that it is not capable of exporting all ARS objects at one 
> time. Not even if you only try to export one object class at a time. I

> have reported this to BMC, they are saying "as designed". (Bullux if 
> you ask me. Install an OOB application and suddenly a "feature of the 
> system" stops working? How can that be "as designed"?) So I am 
> wondering if this is the underlying issue with your abilities to not 
> sync or partially sync the Search DB data?
> 
> I have observed that if you enable API logs on the ARS server before 
> you do an export operation that you will see that the Admin tool 
> "times out" (after about 30 minutes, or was it 60
> minutes?) and the ARS server keeps on going for well over an hour (in 
> my case) and the Admin Tool produces no file and looks to be "hung" 
> from the time it times out and the time the ARS server stops doing 
> whatever it was asked to do.
> 
> I would be very interested to know if either of you can do either of 
> the following:
> 1) "Export All" ( All objects into one Def file in one pass)
> 2) "Export" All of each class of ARS objects in to separate files (one

> pass per object class: Form, Active Link, Filter, etc..)
> If not which one(s) fail to export?
> 
> My hypothesis is that Christopher might not be able to even export all

> forms in one batch.
> However Robert might be able to export all object classes except 
> Active Links.
> 
> I just can not help but think that our problems could be related.
> 
> --
> 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 Nov 30, 2007 4:53 AM, Robert Page <[EMAIL PROTECTED]> wrote:
> > **
> >
> > Hi
> >
> > I'm running a 7.0.1 patch 3 admin tool and our synch works,
> not fully
> > but it does do some form of sync, we leave a PC on and
> start the sync,
> > go home, come back in the morning to the message sync completed 
> > successfully, its best to have only the admin tool running
> as we find
> > it grabs loads of memory and loads of processor.
> >
> > The only problem we have found so far is that it does not
> sync Active
> > Links, not a single one, everything else seems fine but no
> AL's.  We
> > are going to run it again and if we get the same result
> we'll bug it.
> >
> > Cheers
> >
> > Robert
> > On Thu, 29 Nov 2007, strauss wrote:
> 
> 
> 
> > > I have had tickets open on this for 7.0.0.003 since June
> 2007.  The
> > > main ticket was closed in an unresolved state and replaced with 
> > > another ticket for 7.1 GA in September 2007, which was
> then closed
> > > and a defect SW00276070 was created that still has not been fixed 
> > > even though its status is closed.  That's as near as I can tell 
> > > after retracing the steps through the labyrinth of
> supportweb issue and defect displays.
> > > There were even duplicate tickets for the same problem manifested 
> > > differently for 7.0.x and 7.1 beta along the way.  I don't think 
> > > support is tracking this stuff correctly since they went to a 
> > > process of closing the ticket upon creating a defect.  If
> the defect
> > > from my ticket was also closed, there is no way to tell if they 
> > > consolidated it into another defect, or addressed it i

Re: Synch Search Database, UNIX (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

However, you can run it as a Run Process under an Escalation.
Escalations are sometimes utilized like CRON jobs. Just set the time and
it will start like a CRON job.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
Sent: Thursday, November 29, 2007 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Synch Search Database, UNIX

I was afraid of that. Thanks Hugo.


On Thu, 29 Nov 2007, Hugo Visser wrote:

> No, the admin tool does the actual "syncing". Since the admin tool is 
> a client side and windows only, you cannot synchronize the search 
> database from a unix command line.
>
> Hugo
>
> On Nov 29, 2007 5:37 PM, Drew Shuller <[EMAIL PROTECTED]> wrote:
>
>> Can the Synch Search Database be run from a Unix command line?
>>
>> Drew
>>
>>
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Re: PERFORM-ACTION-APPLY Weirdness (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

A hidden administrator only field would be good. At least that gives you
back the control and not the != Query

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 26, 2007 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-APPLY Weirdness (UNCLASSIFIED)

>I would avoid the wide open $OPERATION$ != QUERY because it will
probably get you into trouble. There are lots of different states
associated with the $OPERATION$ keyword.

Thanks, but I want the workflow to fire in each of those states *other*
than QUERY, so my qualification is fine.  Really that's not the issue.

The issue, in my mind, is that workflow continues processing despite the
mode change...which I suppose isn't wrong, per se, just not what I
expect.

Perhaps what I need to do is put a hidden display only field on the form
that gets set when the operation is begun and prevents the second AL
from firing. 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, November 26, 2007 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-APPLY Weirdness (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

That sounds right. 

You did move it to a MODIFY state after the modify. 

I would avoid the wide open $OPERATION$ != QUERY because it will
probably get you into trouble. There are lots of different states
associated with the $OPERATION$ keyword.

For grins, try $OPERATION$ != GET or SET on the second one. I'm curious
if it does the same thing?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 26, 2007 2:47 PM
To: arslist@ARSLIST.ORG
Subject: PERFORM-ACTION-APPLY Weirdness

** 

Hey everyone...check this out:

 

Let's say I have a form with two fields on it: Last Name and First Name.

 

Now let's suppose that if I'm in SEARCH mode and I type a last name in
the Last Name field and press  I want Remedy to go out and pull
up all the tickets where the Last Name = whatever I typed in the field.

 

However, if the form is open in MODIFY or NEW mode and I type in a last
name and press  I want it to do a lookup of my customers form and
fill in the Last Name and First Name of the customer in the customer
form that matches.

 

In summary, if in SEARCH mode and I type a last name and press  I
want it to execute a search.  If in MODIFY or NEW, I want it to do a
lookup and SET FIELDS.

 

OK, easy enough.  I create an AL that fires only if $OPERATION$ = QUERY.
That AL does a simple PERFORM-ACTION-APPLY, which effectively is
supposed to simply click the SEARCH button.

 

Then I create an AL that fires only if $OPERATION$ != QUERY.  This is
the AL that does the lookup against my customer form and sets fields.

 

Easy, right?

 

Well here's where it gets weird.  The PERFORM-ACTION-APPLY seems to
throw a monkey wrench into things.

 

Remember, both ALs are triggered by pressing  (Return) in the
Last Name field.  If I'm in SEARCH mode, and I type a last name and
press , my first AL should fire but my second should not.  But
believe it or not, the second one fires!

 

The way it behaves, it seems as if the Return event (pressing )
carries over to *after* the form mode is changed from SEARCH to MODIFY.
So pressing  triggers the first AL, which does
PERFORM-ACTION-APPLY, which executes a search and displays the results
pane.  Then the second AL fires because it "sees" the  event even
*after* the search is conducted and the form mode has changed!

 

Weird.

 

Any thoughts on this?

 

Thanks,

Norm

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Re: PERFORM-ACTION-APPLY Weirdness (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

That sounds right. 

You did move it to a MODIFY state after the modify. 

I would avoid the wide open $OPERATION$ != QUERY because it will
probably get you into trouble. There are lots of different states
associated with the $OPERATION$ keyword.

For grins, try $OPERATION$ != GET or SET on the second one. I'm curious
if it does the same thing?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 26, 2007 2:47 PM
To: arslist@ARSLIST.ORG
Subject: PERFORM-ACTION-APPLY Weirdness

** 

Hey everyone...check this out:

 

Let's say I have a form with two fields on it: Last Name and First Name.

 

Now let's suppose that if I'm in SEARCH mode and I type a last name in
the Last Name field and press  I want Remedy to go out and pull
up all the tickets where the Last Name = whatever I typed in the field.

 

However, if the form is open in MODIFY or NEW mode and I type in a last
name and press  I want it to do a lookup of my customers form and
fill in the Last Name and First Name of the customer in the customer
form that matches.

 

In summary, if in SEARCH mode and I type a last name and press  I
want it to execute a search.  If in MODIFY or NEW, I want it to do a
lookup and SET FIELDS.

 

OK, easy enough.  I create an AL that fires only if $OPERATION$ = QUERY.
That AL does a simple PERFORM-ACTION-APPLY, which effectively is
supposed to simply click the SEARCH button.

 

Then I create an AL that fires only if $OPERATION$ != QUERY.  This is
the AL that does the lookup against my customer form and sets fields.

 

Easy, right?

 

Well here's where it gets weird.  The PERFORM-ACTION-APPLY seems to
throw a monkey wrench into things.

 

Remember, both ALs are triggered by pressing  (Return) in the
Last Name field.  If I'm in SEARCH mode, and I type a last name and
press , my first AL should fire but my second should not.  But
believe it or not, the second one fires!

 

The way it behaves, it seems as if the Return event (pressing )
carries over to *after* the form mode is changed from SEARCH to MODIFY.
So pressing  triggers the first AL, which does
PERFORM-ACTION-APPLY, which executes a search and displays the results
pane.  Then the second AL fires because it "sees" the  event even
*after* the search is conducted and the form mode has changed!

 

Weird.

 

Any thoughts on this?

 

Thanks,

Norm

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Re: Disabling all fileds in a form (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hello,
A little used "feature" of this discussion is what Rick Cook said
earlier: "you can have 25 actions on the same AL"  

Yes each Active Link can have 25 actions. If you use the same Run If
criteria and make several Active links (with the same execution order or
1,2,3,4), you can do more than 25 actions by adding new ALs and the
result is doing 25, 50, 75, 100 . Or as many as you want.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Thursday, November 22, 2007 5:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Disabling all fileds in a form

Wouldn't that Guide still be calling the same AL(s)?  Why add a layer of
overhead to it, unless it was needed as a subroutine to use from other
places?

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Thursday, November 22, 2007 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Disabling all fileds in a form

Well... Or one active link action could call a guide. That guide could
have as many active links/actions needed to disable/enable as many
fields as you want.

Your guide could even be setup to loop over a hidden table field and
dynamically change fields attributes. (Hidden/disable ect...) based on
the data in the table field. So you could configure your data into
groups (via some kind of tag in the data) that an external qualification
could use to select the correct records for that trip to the guide.

Sure it is not "just one action", but it can be done in very few total
active links with data supporting flexibility and run time configuration
changes too.

Just a thought or three.

And.. to all of you who take part in that great American tradition of
eating way, way to much once a year (yea, right)  Happy Thanksgiving
to all.
Now put down that fork and get back to making those active links. :)

--
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 Nov 22, 2007 2:30 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> **
>
> Nope - change fields only allow one field per action.  However, you 
> can have
> 25 actions on the same AL, so to the user, the difference is
transparent.
> Doesn't matter where on the form the fields are.
>
> Rick
>
>  From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Marek Marek
> Sent: Thursday, November 22, 2007 11:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Disabling all fileds in a form
>
> **
> Hi listeners,
>
> Is there any way of disabling all fields with one action of an Active
Link.
> These fields are located on a few tabs and cannot be just hidden but 
> disabled.
> Any help would be appreciated.
> Thanks



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Re: Remedy ARS integration with Yahoo (Y!ET)? (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

A thought is: See if this tool has a Web Services interface (SOAP/WSDL).
ARS Web Services could then be used. You'd have to set up the from/to
but that's the easy part. The Samples database has a good example of Web
Services.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sharma, Tarun
Sent: Friday, November 23, 2007 3:14 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ARS integration with Yahoo (Y!ET)?

** 

Hello,

 

Does anybody have any integration of Remedy (ARS 6.03, Sun OS 5.9,
Oracle 10g) with Yahoo (Yahoo Escalation Tool)?

 

If possible, please share your experience.

 

Regards,

Tarun

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Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

The technique I have described only works on the Thick Client.

The web is a little different animal. I have successfully integrated a
plain Remedy Report on the web. This means you need to send it to the
screen. I believe there is some doc on this in the Admin Tool Help or
the supportweb. If you can get it to show up on the web screen you can
print it wysiwyg or save it to excel (if it's a table and the export to
excel is turned on). There are other techniques I know (others need to
help)

Crystal Web is another option, but I believe this costs something to
implement.

Sorry I couldn't be more helpful, but my experience has always been with
the Thick client. Usually specific reports are genterated from a thick
client by selected individuals.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Friday, November 23, 2007 5:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)

Hi Gordon,

is there a way to do this on the web not having the User tool.
I mean maybe there is a way using OLE and php or perl on a webpage? Is
it?
Serouche


Bezhenar, Dmitry wrote:
> Hello Frank,
>
> Thank you for your useful answer.
> I have a question reg. item 7 in your list.
> How is it possible to tie a report, which exports data to application,
to an Open Window action?
> There are only 3 options - screen, file and printer.
>
> Kind Regards / C ?
> Dmitry Bezhenar
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 19, 2007 4:54 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)
>
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> This can be done in the following way:
>
> 1. Create a DDE.ini file in your Home directory 2. Copy the following 
> into the DDE.ini text file
>
> [excelrecord]   
> Path=c:\excel\excel.exe
> Application=excel
> Topic=system
> Format=TAB
> XFRDATA=Clipboard
> Command1=[NEW(1)][PASTE()][SAVE.AS(,0)]
>
> 3. Enable "Report to Application" option is selected in the Options 
> dialog box 4. Build and save a report in the Remedy User tool 5. 
> Choose Report > Export to > Application from the Report menu bar 6. 
> Your query and created report will be sent to Excel 7. Tie this report

> to an Open Window action in an Active Link with a Button (Permissions:

> Public)
>
> Below is a web link with explains this in more detail:
>
> http://service-it-remedy.web.cern.ch/service-it-remedy/clients/aruser/
> Re
> ports15.html
>
> A description is also available in the Remedy User Tool help.
>
> You can also execute Visual Basic code. To do this you will need to 
> substitute VB for the "Command1=[NEW(1)][PASTE()][SAVE.AS(,0)]" see VB

> Help for more detail.
> You will have to work with relative addressing in Visual Basic (a 
> recorded macro in VB will give you static addressing).
>
> Gordon M. Frank
> DISA\Version FNS
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
> Sent: Monday, November 19, 2007 7:30 AM
> To: arslist@ARSLIST.ORG
> Subject: Export Form Data to Excel on Button Action
>
> **
>
> Hi Listers,
>
> I require to perform a data export of a regular form to an excel sheet

> on click of a button. And also that it shouldnt require the user to 
> interact other than clicking the button.
>
> I tried by using the Open window action to run a report but here again

> it requires the user to select a format to which the data has to be 
> saved as. i require that the workflow automatically opens an excel 
> sheet and displays the exported data on to the excel sheet.
>
> i would appreciate if some one could shed some light on this or if 
> anyone has done the same to share the idea.
>
> thanks and regards
>
> Anesh
>
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Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

You could save a field which always has ".xls" in it and append it to
the name

Sort of like below

$PATH$ + $filename$ + $excel extension$
C:\test\ myfilename.xls

Becomes

C:\test\myfilename.xls

Just a thought

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
Sent: Tuesday, November 20, 2007 11:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Export Form Data to Excel on Button Action

** 

Hi listers,

 

Thank you to all for their prompt reply, to my earlier posting on how to
export data to excel. A key point I forgot to mention is that the
application runs on web so many it leaves me with lesser options. I was
exploring on DDE and OLE to my disappointment I found later that these
are not supported over web. Then I switched to running a report using
the Open Window action on an Active Link. But here too I face a problem
that the user has to rename the file from .rep to
.xls and do a save. Is there any way I can force it always to
save with a .xls. I have seen a same posting on the same requirement.
Hope to see some ideas.

 

  

Thanks and regards,

Anesh A Kurian



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Re: Print Hardcopy Notifications? (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Will the customer utilize one printer?

You can set it up so that a printout (which looks like a notification)
always prints to a specific printer. Just use "Open Window", Report to
point to the specific printer under Destination or prompt the user for
the name. I believe you could have this fire off the ARSystem Email
Messages form when a new notification is submitted for this customer.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist
Sent: Monday, November 19, 2007 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Print Hardcopy Notifications?

Greetings List!

We've setup a series of notifications for one of our customers. They are
requesting that these notifications be printed manually as well when
email isn't viable, yet have the print outs maintain the same "look and
feel" as the emails.

I saw in the OLE that there's several "Print" selections in the OLE
Automation Control, but I have no idea how to use them. Does anyone know
if these are what I'm looking for, and if so, where I can find more
information about how to use them? Will this allow me to use the HTML
Templates we have to "email" the printer? Or is there another way to go
about this?

HUGE THX!!!
Shawn Stonequist
EMNS, Inc.
Remedy 6.03


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Re: Export Form Data to Excel on Button Action (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

This can be done in the following way:

1. Create a DDE.ini file in your Home directory
2. Copy the following into the DDE.ini text file

[excelrecord]   
Path=c:\excel\excel.exe
Application=excel
Topic=system
Format=TAB
XFRDATA=Clipboard
Command1=[NEW(1)][PASTE()][SAVE.AS(,0)]

3. Enable "Report to Application" option is selected in the Options
dialog box
4. Build and save a report in the Remedy User tool
5. Choose Report > Export to > Application from the Report menu bar
6. Your query and created report will be sent to Excel
7. Tie this report to an Open Window action in an Active Link with a
Button (Permissions: Public)

Below is a web link with explains this in more detail:

http://service-it-remedy.web.cern.ch/service-it-remedy/clients/aruser/Re
ports15.html

A description is also available in the Remedy User Tool help.

You can also execute Visual Basic code. To do this you will need to
substitute VB for the 
"Command1=[NEW(1)][PASTE()][SAVE.AS(,0)]" see VB Help for more detail.
You will have to work with relative addressing in Visual Basic (a
recorded macro in VB will give you static addressing).

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anesh A Kurian
Sent: Monday, November 19, 2007 7:30 AM
To: arslist@ARSLIST.ORG
Subject: Export Form Data to Excel on Button Action

** 

Hi Listers,

I require to perform a data export of a regular form to an excel sheet
on click of a button. And also that it shouldnt require the user to
interact other than clicking the button.

I tried by using the Open window action to run a report but here again
it requires the user to select a format to which the data has to be
saved as. i require that the workflow automatically opens an excel sheet
and displays the exported data on to the excel sheet.

i would appreciate if some one could shed some light on this or if
anyone has done the same to share the idea.

thanks and regards

Anesh

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Re: Crystal Report ARERR 1904 - Error while generating a Crystal Report (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Make sure you have "ODBC Use Underscores" is checked under options for
these users. Crystal requires the underscores substituted for spaces.

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Wednesday, November 14, 2007 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Crystal Report ARERR 1904 - Error while generating a Crystal
Report

**
Hi Everyone,
 
In the last couple of weeks we have had a rash of Crystal report errors
with various users.  They are reports generated by clicking on a button
and a couple of active links run.  One AL provides a display form for
parameters, the second AL contains the Run Macro with the query macro
and the Crystal Report.rpt file.  These actually have been working fine
for years and when we upgrade to ARS v7 last June I upgrade the Crystal
Reports as necessary to CR v11.  Been working fine for months.  
 
Then with what seems no provocation, other than I attended BMC
UserWorld, the users started seeing the 1904 error on 'some' reports,
not all reports.  No changes to the system.  We've cleared cache,
checked ODBC driver config, checked Use Underscores is checked,
everything appears fine.   I've even created new ALs to replace the
original ones.   
 
I also had the errors but now do not.  I think it was because I install
v7.1 user tool in separate folder, still got the error, then went back
to v7.0.1P3 user tool and didn't get the error.  Very little logic to
that fix.  I have logged into another person's PC and received the error
even though I didn't get it on mine.  
 
Which really leads me to the ODBC driver itself.  What is different
about my PC and someone else's?  We're going to be doing some clean
installs and more experimentation.
 
Our support provider found the following bug reports which seem to fit
our situation.  The prognosis does not sound good.  We're also going to
try the v7.1 user tool.  
 
I was wondering if anyone else has seen these symptoms and how did you
cure it.
 
Thanks for your help,
Susan
 

SW00277690

User is getting error "An error occurred while generating the Crystal
report: 0x80047e44 - The table " could not be found.  
(AREER 1904)

Regression problems in user tool 7.0.1 patch 001,002,003 and 004. This
is the problem with user tool 7.1 also. 

ARERR 1904, this problem is mainly comes with ODBC DLL.

Most of the customer are getting ARERR 1904 with user tool 7.0.1 patch
001 OR patch 002  OR 003 OR 004 while running the crystal reports. 

Re-installing the user tool has helped.  Also ensuring that the user DSN
is pointed to the right server has also resolved this problem. 

It works most of the times but we have some issues after applying this
workaround still they are getting problem. 

We have lot of US tickets which releated this ARERR 1904. We got almost
45 issues in 3 months related this problem. 


SW00228569
Receiving "An error occurred while generating the Crystal report:
0x80047e44 - The table '' 
could not be found. (ARERR 1904)"

Report runs on User tool 6.3 (Patch 003).
Report also runs on PC that has Cyrstal Designer installed, but gets
error on PC's that don't have it installed. 


SW00253745

An error occurred while generating the Crystal report: 0x80047e48 -
Logon failed. (ARERR 1904)

 

Susan Palmer

ShopperTrak

ARS v7.0.1P3

Oracle 10g

Windows 2003

User/Admin v7.0.1P3

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Re: Using ITSM 6 for things other than ITSM (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

ITSM is very generic at it's core. I've seen it used for many things
such as:

1. Office Move, adds, changes 
2. Security/Badge approval
3. HR Inprocess/Outprocess
4. Property passes
5. Book ordering
6. Motor pool
7. Car Repair
8. etc., etc.

ITIL is oriented toward Service Management and BMC has oriented it's
ITSM toward this standard. However this doesn't limit it to what you can
do. An incident or change could be anything from a request for a loaner
car, to a network preventive maintenance. It all comes down to how you
define your categorization. If you have a CTI for ordering a new IT book
and it automatically routes to the book buyer, then ITSM works great. If
your book seller has a Web Services interface (Amazon do you have
one???) the entire process could be done automated.

Imagination can cause interesting results.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Durrant, Michael M. - ITSD
Sent: Wednesday, November 14, 2007 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Using ITSM 6 for things other than ITSM

**
Is anyone using ITSM to run non-IT help desks?
 
Thanks,
Michael
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Re: Looking for a password generator (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

The Run Process/ $Process$ command is 

"Application-Generate-GUID"

It generates the now famous BMC/Remedy GUID

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Tuesday, November 13, 2007 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Looking for a password generator

**
Hi Dave,
 
Interesting concept.  Ugly is good.  I didn't know we could tap into the
guid generator.  I see how it works on Email templates but will have to
figure out how it could work for me.
 
Thanks for the suggestion.
 
Susan


On Nov 12, 2007 6:38 PM, Shellman, David
<[EMAIL PROTECTED]> wrote:


Susan,

It makes a real ugly password but would the guid generator work.
You could trim it to a set length that would be shorter than the
original length of the guid.

Dave
-- 
[EMAIL PROTECTED] (Wireless) 


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From: Action Request System discussion list(ARSList)

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Re: Is a Case function possible in Remedy? (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

If you are trying to do something like:

If MONTH($TIMESTAMP$) = 1, etc. 

then use the EXTERNAL Run If to feed one Active Link or Filter with a
variable. The EXTERNAL would be EXTERNAL($Month Number$...) and the If
action could read from a Form with January, Feburary, etc. in month order or
whatever you are trying to do.

The trick is that you feed the EXTERNAL Run If with a variable query

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joran, Peter P, CTR, OSD-CIO
Sent: Tuesday, November 13, 2007 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Is a Case function possible in Remedy?

All
Is there a way to do a case function, or something like it, in remedy for a
set fields action?

For example:
If 1 than January
If 2 than February...

Thanks
Pete
ARS 6.3
SQL Server 2000




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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I can't believe that other countries are only making $10/day with no
benefits. The Help Desk reps in India are very skilled and very good and
I'm sure they are compensated pretty well. I could be wrong, but what
happens when this source realizes they have been taken advantage of.
Where do we go then? Mars??

I think the major complaint is they are hard to understand. They speak
English, but they tend to speak very rapidly (which is a credit to their
speaking ability, because they understand each other and us slowww
Americans can understand them.) If there are any India listeners out
there, please have patience with the American culture and language.

I believe there are a few Help Desks in rural America. Has anybody had
experience with any of these?

Gordon M. Frank
DISA\Version FNS


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Tuesday, November 06, 2007 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT-Support Question - Whine - Rant - Ignore me!
(UNCLASSIFIED)

To some degree this is true.  In a competitive market, companies will do
whatever they can, legally (most of the time), to remain competitive.
This means that when one company dips to new lows, others will typically
follow if it works.  Unfortunately, it doesn't seem to work the other
way; when companies operate at a higher level, they are eaten by their
competitors because they can not remain competitive.

This is why we have laws in place to regulate certain types of actions
and practices.  Laws are intended to set the minimum at which entities
are expected to act.  Sometimes it becomes necessary for the government
to become involved by either raising or lowering the bar so far as the
minimum of what is acceptable (legal).

There are arguments on both sides of this dichotomy:
- there are only so many skilled workers of a given type in a given
geographical region
- there are large discrepancies in what is required in terms of
compensation for different geographical regions (10USD/day vs.
10USD/hr)
- reputation - which takes a long time to build and only a moment to
destroy (this seems to be undervalued these days, probably because there
is no way to easily correlate a price tag to it)
- quality - there are good people on both sides of the pond; practical
experience, language barriers, time differences, etc. tend to be impact
people's perception of quality

Axton Grams

On Nov 6, 2007 2:03 PM, Kaiser Norm E CIV USAF 96 CS/SCCE
<[EMAIL PROTECTED]> wrote:
> >It sounds harsh, but BMC doesn't appear to be willing to pay the
> price-tag associated with treating their support helpdesk people the 
> way they, themselves expect to be treated in their own country.
> Overseas manpower is cheap for a reason.
>
> It's not harsh at all.  Outsourcing jobs from Europe and the US to 
> places like India and the Philippines is, quite simply, the new form 
> of serfdom.  I don't care who does it--it's just an under-the-table 
> trick to avoid having to abide by modern fair labor laws.  You know, 
> the ones about minimum wage, workman's comp, safe workplaces, etc.
>
> >Given how niche of a market Remedy is ... for how incredibly large 
> >the
> price-tag for Remedy ... for how pricey SUPPORT, ITSELF IS (which is 
> separate from the actual licensing) ... I simply can't believe that 
> there isn't the profit margin to afford to hire quality, native 
> English language support inside the US or EU.
>
> Of course they can afford it! They simply choose not to.  By 
> outsourcing, you increase company profits in the short-term.  That 
> drives the stock price up (temporarily) and allows top executives to 
> qualify for their annual performance bonuses.
>
> Do I sound cynical? Maybe.  But I guarantee you this is true.
>
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Re: Real Fields and AR System reports (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

You are welcome!

Gordon M. Frank
DISA\Version FNS
 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 2:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Real Fields and AR System reports (UNCLASSIFIED)

Thanks Gordon!

Maybe I should have used the Decimal type for my fields to begin with!

Lisa 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Tuesday, November 06, 2007 2:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: Real Fields and AR System reports (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

One way to do this is to change the field (or push data) to a Decimal
Number field. I believe this is defaulted to a precision of 2 and rounds
like an old Packed Decimal field. 

Real Numbers will always carry more precision because of their nature.
In the old days, Remedy didn't have a Decimal or Currency field and
rounding was the only way to do it.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports

 
I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa


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Re: Real Fields and AR System reports (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

One way to do this is to change the field (or push data) to a Decimal
Number field. I believe this is defaulted to a precision of 2 and rounds
like an old Packed Decimal field. 

Real Numbers will always carry more precision because of their nature.
In the old days, Remedy didn't have a Decimal or Currency field and
rounding was the only way to do it.

Gordon M. Frank
DISA\Version FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Tuesday, November 06, 2007 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Real Fields and AR System reports

 
I have a real type field and set it up so that it only show 2 numbers to
the right of the decimal (precision = 2).  But when I create a simple
report from the AR System of this form, the real type field shows all 6
numbers to the right of the decimal.  (I save it as a .csv file)

What's up with that?  Is there anyway I can change this?

Lisa


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Re: OT-Support Question - Whine - Rant - Ignore me! (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Answer: Competitive edge is what the USA is all about.

However, there are many remote areas in the USA which could use a "shot
in the arm" with a "Help Desk" office. I come from a rural background
and many rural areas could supply help desk personnel for probably the
same rates. I really don't understand why no one has thought of this.
Look in the areas of the Appalachian Mountains and you could find many
small towns which would love to have a new business move nearby and
stimulate jobs.

Of course Northern Texas would still be hard to understand. Just kidding
Chris :)

Gordon Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Tuesday, November 06, 2007 12:52 PM
To: arslist@ARSLIST.ORG
Subject: OT-Support Question - Whine - Rant - Ignore me!

I find the hardest thing with support is the language barrier.  The
support staff are very nice, but the language barrier does make it
difficult. 

Don't know why Remedy had to outsource. 



-
Does anyone find it as annoying as I do that when you submit a ticket to
Support, you almost always get a request back that asks these questions?

 What Remedy products are you using?  Version and patch
levels?
 What is your system environment, OS, DB, etc,?


When you submit a ticket, you select the server and along with it what
is installed on it.  How hard it is for them to look??  Granted, I
normally think ahead and put it in my ticket.  This time I didn't. 
Grrr. 

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: Push Field not happening (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

This is a very simple thing to check. Is the list order different on the
two servers for what I think is a selection field. If this is a
selection field, the search is on the zero based value rather than the
actual words. If the order is reversed, then Active could be 0 and
Inactive could be 1 or vice versa. If they are reversed, then you will
get the opposite results.

Just a thought!

Gordon M. Frank
DISA\Verizon FNS 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Tuesday, November 06, 2007 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Push Field not happening

Hello Everyone,

We have employee records stored in a "PAY:Employee" form.  The Status is
either "Active" or "Inactive".  The employees each have a unique
"Employee e-ID" field.  The problem is that some of our employees are,
alas, no longer with us, so we want to mark their Statuses as "Inactive?

So we have a control panel with a table that displays all the "Active"
records.  The "Employee e-ID" value is listed in an "Employee e-ID col"
column.  The user hi-lites the rows he wants to make inactive, and
clicks a "De-Activate" button.  This calls an active link that calls a
guide that loops the table.  For each hi-lited record an "inner" active
link pushes the value "Inactive" to the record where 'Employee e-ID' =
$EmployeeEid col$.  The main active link then refreshes the table, and
the hi-lited records disappear.  If you display them they have indeed
been changed to "Inactive".

At least that is the way it worked in our test system.  We have now brot
everything over to the live system, and all the active links fire, and
the log shows the link pushing the "Inactive" value to the desired
records.  BUT the records don't get updated.  They do not disappear from
the table and when you display them their Status is still "Active."

I ran a filter log just in case some other workflow was setting the
Status back again, but it wasn't.  Besides, the "Last Modified Date" is
not getting set. I inserted a message into the "inner" active link to
print out the "Employee e-ID col" and it is correct.  But the Push
Fields is simply not happening.  I am running as Administrator, so it
can't be a permissions issue.

Any ideas?

(ARS 7.1, RH Linux server, Oracle 10.2 db)

Dwayne Martin
James Madison University


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Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

I agree. 

This should not break anything if the spirit of ARS and ITSM are left
intact. Someone probably has to scan all the workflow. Chris Strauss
brought out some places to look, but we won't get a warm fuzzy until
someone tries it. People probably won't try it because it breaks the
out-of-the-box. 

Doug are you listening???

Gordon M. Frank
DISA\Verizon FNS 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

I know it's supposed to be configurable, as you indicate.  My question
is, has anyone done it? And does doing it break anything? I understand
that if it's configurable you would expect that it *shouldn't* break
anything, but the key word is "shouldn't."

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Monday, November 05, 2007 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Make sure that you have checked out the Incident Number generation
processes (HPD:INC:GIN_ workflow) that are called from both the HPD:Help
Desk form and the HPD:IncidentInterface_Create form. The latter is used
by all integrations to include Incident creation by the CAI Plugin for
the Requester Console/SRM.  I would expect that the prefix is actually
set there, at the time of generation.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center http://itsm.unt.edu/ 

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 1:21 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> A quick scan of a 7.1 .def file tells me that "INC" only occurs on the

> form, so it may be that it doesn't affect workflow. This would make 
> sense I think. BMC Remedy will still keep it in the next release, so 
> note it as a customized enhancement.
> 
> Gordon M. Frank
> DISA\Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
> CS/SCCE
> Sent: Monday, November 05, 2007 1:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Well that's really what I'm asking.  Does changing the three letter 
> prefix break ITSM?
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
> Sent: Monday, November 05, 2007 11:39 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)
> 
> Classification:  UNCLASSIFIED
> Caveats: NONE
> 
> The only issue I see it that it may break out-of-the-box. 
> I've never researched it, but there may be workflow oriented toward 
> the first three characters of the Request ID. Even so, when ITSM 8.x 
> or any future releases come out you may have to add this change to 
> your list of out-of-the-box changes because I'm sure the new release 
> will reset it.
> Make sure you start keeping these lists because they will save you 
> headaches down the road.
> 
> Gordon M. Frank
> Remedy Skilled Professional
> Verizon FNS
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 
> CS/SCCE
> Sent: Monday, November 05, 2007 11:46 AM
> To: arslist@ARSLIST.ORG
> Subject: Changing Request ID Prefix in Incident
> 
> Hi all:
> 
> I asked this last week but got only one reply.  I'm thinking that most

> folks were at the RUG, so maybe that's why I got no replies, so I'm 
> posting again.
> 
> I know that you can allegedly change the prefix of an incident Request

> ID from "INC" to something else.  Has anyone done this successfully?
> Does it have any ramifications on the functionality of the system as a

> whole?
> 
> Can you have multiple prefixes for incidents? For example, suppose you

> have three sites: Site 1, Site 2, and Site 3.
> You want tickets for Site
> 1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.
> 
> Is this possible? Any issues with it?
> 
> Thanks,
> 
> Norm
> 
> 

Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

A quick scan of a 7.1 .def file tells me that "INC" only occurs on the
form, so it may be that it doesn't affect workflow. This would make
sense I think. BMC Remedy will still keep it in the next release, so
note it as a customized enhancement.

Gordon M. Frank
DISA\Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 1:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Well that's really what I'm asking.  Does changing the three letter
prefix break ITSM?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
Sent: Monday, November 05, 2007 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

Classification:  UNCLASSIFIED
Caveats: NONE

The only issue I see it that it may break out-of-the-box. I've never
researched it, but there may be workflow oriented toward the first three
characters of the Request ID. Even so, when ITSM 8.x or any future
releases come out you may have to add this change to your list of
out-of-the-box changes because I'm sure the new release will reset it.
Make sure you start keeping these lists because they will save you
headaches down the road.

Gordon M. Frank
Remedy Skilled Professional
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changing Request ID Prefix in Incident

Hi all:

I asked this last week but got only one reply.  I'm thinking that most
folks were at the RUG, so maybe that's why I got no replies, so I'm
posting again.

I know that you can allegedly change the prefix of an incident Request
ID from "INC" to something else.  Has anyone done this successfully?
Does it have any ramifications on the functionality of the system as a
whole?

Can you have multiple prefixes for incidents? For example, suppose you
have three sites: Site 1, Site 2, and Site 3.  You want tickets for Site
1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.

Is this possible? Any issues with it?

Thanks,

Norm


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Re: Changing Request ID Prefix in Incident (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

The only issue I see it that it may break out-of-the-box. I've never
researched it, but there may be workflow oriented toward the first three
characters of the Request ID. Even so, when ITSM 8.x or any future
releases come out you may have to add this change to your list of
out-of-the-box changes because I'm sure the new release will reset it.
Make sure you start keeping these lists because they will save you
headaches down the road.

Gordon M. Frank
Remedy Skilled Professional
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96
CS/SCCE
Sent: Monday, November 05, 2007 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Changing Request ID Prefix in Incident

Hi all:

I asked this last week but got only one reply.  I'm thinking that most
folks were at the RUG, so maybe that's why I got no replies, so I'm
posting again.

I know that you can allegedly change the prefix of an incident Request
ID from "INC" to something else.  Has anyone done this successfully?
Does it have any ramifications on the functionality of the system as a
whole?

Can you have multiple prefixes for incidents? For example, suppose you
have three sites: Site 1, Site 2, and Site 3.  You want tickets for Site
1 to have a prefix of ST1, Site 2 to be ST2, and Site 3 to be ST3.

Is this possible? Any issues with it?

Thanks,

Norm


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Re: Starting a new ID (UNCLASSIFIED)

[FRANK, GORDON CTR DISA JSSC]

Classification:  UNCLASSIFIED 
Caveats: NONE

Hello Bola,

Another way to do this if you are restarting a form is the following:

NOTE: Always try this on a copy of the form first. In other words, TEST
it first!!!

1. Make sure you have a good backup of the system (should be a normal
thing which is done every night)
2. Backup the form and all it's workflow to a .def file (for safety and
reuse)
3. Backup any significant data to a .arx format (Actually, I believe you
can do steps 2 and 3 using XML but I haven't done this so I fall back on
old school)
4. Delete the Form using the Admin tool (Note: this will delete all data
and all the workflow) 
- this also drops it from the arschema table.
5. Reload the .def file (the new Request Id will be reset to 1)
6. Reload the data, but make sure it creates a brand new Request ID (see
mapping controls)
- if you want to retain Request IDs you'll have to do it with
another mapping)

You can also perform the SQL updates provided in previous emails, but
you probably do not have DBA privileges, so the above will work.

Sounds like from you description, you don't need the data. This is very
old school and uses just the ARS system. Too often Remedy Admins fall
back on SQL when you really don't have to go to this level. Just make
sure you do this in a TEST mode first.

Gordon M. Frank
Verizon FNS

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Oyefeso, Bola
Sent: Monday, November 05, 2007 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Starting a new ID

** 
 

Hello everyone,

I created some tickets on a new application that I am implementing
tomorrow.   I will be deleting all these tickets, but I want the user to
begin with Case ID "001".  Any quick idea on how to do this?

Thanks all.

 

Bola Oyefeso 

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