Re: Splunk - Remedy Integration
A quick search on http://answers.splunk.com shows the question comes up regularly, so have a look at the following to see if they point you in the right direction: http://answers.splunk.com/search/?q=alert+script+parameterSubmit=Search http://answers.splunk.com/answers/749/how-do-i-pass-event-arguments-to-scripts-run-in-response-to-splunk-alerts http://answers.splunk.com/answers/3019/scripted-alert-question http://answers.splunk.com/answers/40843/alerting-send-ipuser-to-script-as-a-parameter http://answers.splunk.com/answers/88934/pass-variable-to-a-scripted-alert From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sachin Verma Sent: Monday, 21 October 2013 5:40 PM To: arslist@ARSLIST.ORG Subject: Re: Splunk - Remedy Integration ** Thanks Vikrant, actually I am looking for the solution: how to pass the alert values generated from Splunk to the batch file. How to dynamically set those at Splunk while calling the batch file? Regards, Sachin From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Vikrant Kulkarni Sent: Monday, October 21, 2013 12:52 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Splunk - Remedy Integration ** Hi, The batch file can take command line parameters which can be set via splunk dynamically. The batch file can send the input parameters for the Java code calling web service. This is a solution at a very layman's terms. Hope it helps you. Vikrant On 21-Oct-2013 12:48 PM, Sachin Verma sachin.ve...@accenture.commailto:sachin.ve...@accenture.com wrote: ** Hi, The issue is related to integrate Splunk with ARS7.6.04. Splunk is implemented to monitor some network devices and generate an alert if there is any issue. We have: -the java program ready with in-turn able to consume remedy web-services to create an incident in remedy. -We have also created a batch file which embedded the commands to execute this java script. -this batch file is successfully called up from Splunk alert as 'Run as Script option' using the static/hardcoded values as input parameters to batch file. Now the issue is: how to to pass/push each splunk alert information (dynamically) to the batch file as input parameters to create an incident for real alert generated? Splunk - Call Batch file by passing static input values (need a solution for dynamic splunk alert values)-execute java script to consume remedy web-services to create an incident. Regards, Sachin This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. __ www.accenture.comhttp://www.accenture.com _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Setting the Customer*+ on Incidents through a web service
Hi Shawn, While it doesn't help you on your current version, the requirement you describe has been implemented in ITSM 8.0; the online documentation is here https://docs.bmc.com/docs/display/servicedesk80/HelpDesk_Submit_Service Regards, Gareth From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, 9 April 2013 8:38 AM To: arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service ** An alternative (given your challenges) could be to build a custom web service, with a 'Get Operation' to fetch the right user where the inputs required to get the right user would be as many inputs as you would require (First Name, Last Name, email address, Remedy Login ID, Phone Number) to correctly identify him. There is a 'instanceID' field 179 that has a unique index which you could use to set in that form (customizations will be required off course). You could use this instanceID then to feed into that create WS. I mentioned Phone number, but if you choose to add this to the search, you might need to standardize the input of phone numbers. This way you are more likely not to face issues in picking the wrong user. Given the nature of your challenges, there may still be holes in this as even with a filtered search, there is a chance 2 exclusive users might still match.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, April 08, 2013 4:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service The specific integration that the email would be used for is originating from within one of our own company, but we have grown so quickly that we do have a lot of data issues right now. We even have duplicate login names (across domains with trusts) that have wreaked havoc on some of our systems, including Remedy where I previously had no requirement to facilitate multiple domains and was assured that login names would be unique even amongst the different domains (and one day, when they finish manually changing each duplicate they will be.) For the user that I am dealing with this on today, there are four people with the exact same name. I leverage an Active Directory integration via vendor forms with LDAP, and I have several vendor forms pulling different data from each domain since there is no standard format yet and dumping that data into a common processing form that does some data cleanup and validation then creates the CTM:People record. For a People record to be created, I require a First Name, Last Name, Email Address, Login Name, and either a Company or a Manager listed in Active Directory (who has a valid Company associated with them.) I match to the CTM:People record based on Login Name for the purpose of updates. The Remedy Login Name field is basically their AD login name with their domain included so I can guarantee some level uniqueness there. There are certainly potential holes in this process, but I have validations in place to try to mitigate those and either not create or update the CTM:People record if they fail certain conditions. Also, a lot of this should be addressed by the domain and HR application consolidation that we're going through. Anyway, thanks for your input. We use that form for web services and an email integration so it's becoming more critical than it used to be for us. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Monday, April 08, 2013 3:29 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service ** I haven't used that particular web service designed for that form, but I'm familiar with that form and the web service, so that's the way I would go too. Or use the login name which is a guaranteed piece of unique information on CTM:People. If you notice, there is no unique index on the email address, so there is no guarantee that email addresses will continue to be unique, even if right now they are. I have seen small to even organizations where a group of people share the same email address if they are customer facing, e.g. supp...@organization.commailto:supp...@organization.com and do not have a specific individual email address. If that might be a potential case in your case, I would stick more with the Remedy Login ID, which although it doesn't have a Unique Index defined on CTM:People or the User form, there are filter checks to prevent the creation of a duplicate Remedy Login ID. There is no such workflow for email addresses. Joe From: Action
Re: Setting the Customer*+ on Incidents through a web service
BMC have implemented three options of sub-set data: Login_ID, Company + Corporate ID, FName + MInitial + LName. I haven't checked/confirmed if the same functionality exists for the Submit WS for Change/Release/etc, but the documentation doesn't reflect any updates (possibly more an issue with the documentation than the functionality). From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, 9 April 2013 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service ** How has it been implemented if I may ask? I have not yet had the chance to look at 8.00 Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Gareth Oliver Sent: Monday, April 08, 2013 9:05 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service Hi Shawn, While it doesn't help you on your current version, the requirement you describe has been implemented in ITSM 8.0; the online documentation is here https://docs.bmc.com/docs/display/servicedesk80/HelpDesk_Submit_Service Regards, Gareth From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, 9 April 2013 8:38 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service ** An alternative (given your challenges) could be to build a custom web service, with a 'Get Operation' to fetch the right user where the inputs required to get the right user would be as many inputs as you would require (First Name, Last Name, email address, Remedy Login ID, Phone Number) to correctly identify him. There is a 'instanceID' field 179 that has a unique index which you could use to set in that form (customizations will be required off course). You could use this instanceID then to feed into that create WS. I mentioned Phone number, but if you choose to add this to the search, you might need to standardize the input of phone numbers. This way you are more likely not to face issues in picking the wrong user. Given the nature of your challenges, there may still be holes in this as even with a filtered search, there is a chance 2 exclusive users might still match.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:%5bmailto:arslist@ARSLIST.ORG%5d On Behalf Of Pierson, Shawn Sent: Monday, April 08, 2013 4:56 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Setting the Customer*+ on Incidents through a web service The specific integration that the email would be used for is originating from within one of our own company, but we have grown so quickly that we do have a lot of data issues right now. We even have duplicate login names (across domains with trusts) that have wreaked havoc on some of our systems, including Remedy where I previously had no requirement to facilitate multiple domains and was assured that login names would be unique even amongst the different domains (and one day, when they finish manually changing each duplicate they will be.) For the user that I am dealing with this on today, there are four people with the exact same name. I leverage an Active Directory integration via vendor forms with LDAP, and I have several vendor forms pulling different data from each domain since there is no standard format yet and dumping that data into a common processing form that does some data cleanup and validation then creates the CTM:People record. For a People record to be created, I require a First Name, Last Name, Email Address, Login Name, and either a Company or a Manager listed in Active Directory (who has a valid Company associated with them.) I match to the CTM:People record based on Login Name for the purpose of updates. The Remedy Login Name field is basically their AD login name with their domain included so I can guarantee some level uniqueness there. There are certainly potential holes in this process, but I have validations in place to try to mitigate those and either not create or update the CTM:People record if they fail certain conditions. Also, a lot of this should be addressed by the domain and HR application consolidation that we're going through. Anyway, thanks for your input. We use that form for web services and an email integration so it's becoming more critical than it used to be for us. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:%5bmailto:arslist@ARSLIST.ORG%5d On Behalf Of Joe D'Souza Sent: Monday, April 08, 2013 3:29 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
JOB: Snr Remedy Developer - Sydney, Australia
I am posting this on behalf of the recruiter below - please do not contact me or reply to the list, contact her directly. Permanent 120K -150K Package - Senior Remedy Developer for Global Managed Services/Outsourcing Organisation. Sponsorship is available for overseas candidates. Location is Sydney, Australia Requirement: Must have 3-5 Years Remedy ITSM 7.x and AR 7.x hands-on Development experience. UNIX, Oracle, Java , Adobe Flash programming skill would be highly regarded. Contact: Lydia Peisley SENIOR CONSULTANT - FINITE IT RECRUITMENT SOLUTIONS lyd...@finite.com.au LEVEL 31, AUSTRALIA SQUARE, 264-278 GEORGE STREET, SYDNEY, NSW 2000 TEL: DIRECT +61 02 8243 6848SWITCH +61 02 8243 6868 FAX +61 02 8243 6866 WWW.FINITE.COM.AU ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Obtaining HOST ID within Remedy
On Windows servers, the HOSTID is defined by the MAC address of the Primary NIC, so on a Windows server you could get to it by creating workflow to do a Run-process with 'ipconfig /all'. That will provide you with the full output then you'll have to perform some string manipulation to get the value from the MAC attribute. If you want portability to other platforms (*nix), you'll need to make sure your workflow only if the Server OS is Windows, and develop a similar process to get at that OSes' Host ID. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mark Lev Sent: Sunday, 9 January 2011 7:45 AM To: ARSList Subject: Re: Obtaining HOST ID within Remedy ** I'm working on a Windows/SQL 2003/2008 and 7.5 /or 7.6.03. However, the code could easily need to be ported, so I would either need a way to do it transparent or understand how to do it on different environments. I'll be grateful if someone could help me in windows/sql environment to get me started. Thanks, Mark From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Frank Caruso Sent: Saturday, January 08, 2011 4:35 PM To: arslist@ARSLIST.ORG Subject: Re: Obtaining HOST ID within Remedy ** What version of Remedy, and OS. On Sat, Jan 8, 2011 at 3:54 PM, Mark Lev mark@rightstar.com wrote: ** Can anyone assist me in how I can get the HOSTID from within Remedy? I need to be able to populate it into a field on a form. Reason is customer specific. Thanks, Mark _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
JOB: Senior Remedy Developer - Sydney, Australia
I'm posting this email on behalf of a recruiter. Please direct all emails to Lydia below: - Permanent 120K -150K Package - Senior Remedy Developer for Global Managed Services/Outsourcing Organisation. Sponsorship is available for overseas candidates. Location is Sydney, Australia Requirement: Must have 3-5 Years Remedy ITSM 7.x and AR 7.x hands-on Development experience. UNIX, Oracle, Java , Adobe Flash programming skill would be highly regarded. Contact: Lydia Peisley SENIOR CONSULTANT - FINITE IT RECRUITMENT SOLUTIONS lyd...@finite.com.au LEVEL 31, AUSTRALIA SQUARE, 264-278 GEORGE STREET, SYDNEY, NSW 2000 TEL: DIRECT 02 8243 6848SWITCH 02 8243 6868 FAX 02 8243 6866 WWW.FINITE.COM.AU ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
JOB: Remedy Developer Role - Brisbane, Australia
Please do not reply to the ARSList or to me - please contact the name below. I am posting on behalf of the recruiter. One of Australia's largest financial services companies is currently seeking a pure Remedy Developer to join the team on a permanent basis. Here is a golden opportunity to join a Team of experienced Remedy Developers as the new Remedy Administrator/Developer in the ITSM Systems Team with one of Australia's largest financial services companies. This opportunity will see you join a social, team based environment with opportunities for cross skilling and career development. Main Responsibilities: * New development and changes / enhancements for all Remedy modules * Monitor, review and research to identify opportunities for enhancements * Developing enhancements to the BMC Remedy Application, including the Incident, Change, Problem, CMDB, Service Request Management modules * Remedy maintenance support, including resolving reported incidents and system performance monitoring We are seeking passionate and enthusiastic applicants with a sound development background and skills . To be successful in your application it is essential that you have experience with Remedy in a development capacity as we are seeking applicants with the ability to develop enhancements to the Remedy Suite (version 7), particularly the Service Request Management module. With a strong customer / quality focus and a desire to learn you will drive the development of business solutions within this highly driven team. Desirable Skills * Crystal Reports experience. * SQL experience. * Oracle database experience Other information: * Position located in Brisbane, Australia * Will not provide Visa sponsorship - prospect must be an Australian Citizen or already have Australian Permanent Residency For immediate consideration please contact Danny Barton at Finite Recruitment on +61 7 3232 2300 or email dan...@finite.com.au ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: EPOCH Converter
While we're on the topic of sharing useful websites, while not technical I use this one all the time... very useful if you work in a multi-timezone environment, or global customers/partners, and need to know what time it is or will be :) http://www.timeanddate.com/worldclock/ great for finding out what time it is now http://www.timeanddate.com/worldclock/meeting.html great for planning future meetings (enter date, timezone/city, and viola gives you the local time for each location) From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Friday, 24 September 2010 6:01 AM To: ARSList Subject: Re: EPOCH Converter ** I frequent this one as well, with those calls to backchannelservlet or other urls that contain encoded content: http://meyerweb.com/eric/tools/dencoder/ http://meyerweb.com/eric/tools/dencoder/ Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Thu, Sep 23, 2010 at 1:58 PM, Frank Caruso caruso.fr...@gmail.com wrote: ** Stumbled upon this great web site today and thought anybody working with Remedy would also find it useful: http://www.epochconverter.com Frank Caruso _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
JOB: Senior Remedy Developer - Sydney, Australia - UPDATE
UPDATE - contact person corrected. Please see job posting below. DO NOT RESPOND TO THE LIST OR TO ME - I am posting on behalf, and the contact details are below. -- Permanent 120K -150K Package - Senior Remedy Developer for Global Managed Services /Outsourcing Organisation Client will sponsor overseas candidates. Location is Sydney, Australia Requirement: Must have Remedy ITSM 7.x and AR 7.x hands-on Development experience. UNIX, Oracle, Java , Adobe Flash programming skill would be highly regarded Contact: Lydia Peisley lyd...@finite.com.au LEVEL 31, AUSTRALIA SQUARE, 264-278 GEORGE STREET, SYDNEY, NSW 2000 TEL: DIRECT +61 02 8243 6848 WWW.FINITE.COM.AU -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
JOB: Senior Remedy Developer - Sydney, Australia
Please see job posting below. DO NOT RESPOND TO THE LIST OR TO ME - I am posting on behalf, and the contact details are below. -- Permanent 120K -150K Package - Senior Remedy Developer for Global Managed Services /Outsourcing Organisation Client will sponsor overseas candidates. Location is Sydney, Australia Requirement: Must have Remedy ITSM 7.x and AR 7.x hands-on Development experience. UNIX, Oracle, Java , Adobe Flash programming skill would be highly regarded Contact: Lynne Fox lyn...@finite.com.au SENIOR CONSULTANT - FINITE IT RECRUITMENT SOLUTIONS LEVEL 31, AUSTRALIA SQUARE, 264-278 GEORGE STREET, SYDNEY, NSW 2000 TEL +61 02 8243 6868 FAX +61 02 8243 6866 DIRECT +61 02 8243 6818 MOBILE +61 0419 012 195 WWW.FINITE.COM.AU -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Archiving Issue
Hi Amanullah, My company recently published a whitepaper on Archiving within AR System and ITSM 7+ You can access that whitepaper (and others) at http://www.planwell.net, and select Download White Papers from the navigation bar. Regards, Gareth From: Action Request System discussion list(ARSList) on behalf of IT (Amanullah Bashir Ahmed) Sent: Wed 28/07/10 16:56 To: ARSList Subject: Archiving Issue ** Hi there, Version 7.1 Can anybody tell me what are the effects while Archiving the incidents. If I will archive those incidents which are related to Changes or Problems or Configuration Items, what would be the impact? Attachments in Work info would archive separately. I studied the BMC Document Form and App Objects, but I have not get good idea for archiving. Is there any other BMC Document for Archiving, please let me know. Thanks Regards Amanullah DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Is there a forum for BMC Service Desk Express?
Hi Angus, Yes there is, it is based on the Yahoo Groups mailing list. http://groups.yahoo.com/group/magicsolutions Regards, Gareth From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Angus Comber Sent: Monday, 19 October 2009 7:01 AM To: ARSList Subject: Is there a forum for BMC Service Desk Express? ** And if so can someone please provide a link. Sorry, I know off-topic here, but thought people on here would know. Angus _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: 3rd issue - This time it is the Requester Console - Adding a third tier
Scott, The Requester Console does not directly submit into the Incident form (I'm assuming you're using ITSM7.x based on your previous emails). Instead, it submits a request into the SRM subsystem, which in turn creates a record via HPD:InterfaceCreate form (or something like that). The first place to start to diagnose any issues between RQC HPD/CHG is to take a look in the SRM:Request form; find the request that you entered from the RQC, on one of the tabs there will be the option to view any errors; open up that dialog box you'll see what if any errors have occurred. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Fluegge Sent: Thursday, 25 June 2009 12:25 AM To: ARSList Subject: 3rd issue - This time it is the Requester Console - Adding a third tier ** All, I lied when I said I had 2 issues. I forgot one. We are looking to implement the requester console. Problem is, the two tier Q/A that is out of the box won't work. We need 3. My Admin was able to add the three and it looks great. Only issue is now when you select save, no incident is created. In looking at the actions behind the save button it is daunting. I am not sure where to even start! Any suggestions? Thanks, Scott _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Sys Notifications - Adding Fields
Scott, I think you have to create a filter that performs the translation of the ##Phone Number## to the $Phone Number$ field that's on the HPD:Help Desk form. You then need to add the filter to the Filter Guide that performs all the translation processing. Easiest way to do it is to find an existing translation filter, copy paste change the translation options. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Fluegge Sent: Thursday, 25 June 2009 12:21 AM To: ARSList Subject: Sys Notifications - Adding Fields ** All, I have two hot issues and both are being denied support by my BMC partner because they call them customizations. Can someone please help me out? We are desperate here... I will open them in two mails as they are not directly related. This first issue is with Sys Notifications. We are trying to add the phone number from the HPD_Help_Desk form of the incident customer to the sys notifications emails. For some strange reason this field is not one of the options. I found the following instructions in a link (http://www.mail-archive.com/arslist@arslist.org/msg48716.html) and followed them. It did add the OPTION for phone number to the SYS Notification but inside the NTE:SHR:TranslateNotificationMessage filter I found there was no mapping for phone number so when I tried to use $Phone Number$ as instructed, Remedy would put quotes around it and then literally replace it with $Phone Number$!! So I know quoted values worked as string replace but not lookup... I then tried to map that form to HPD_Help_Desk instead of CURRENT TRANSACTION (at least the set field action) but when I did that, the emails stopped working. We got some more instructions from BMC Support before they stopped taking this issue which listed more to do (included below) As per logs and webex session we understand that You have created a new record on SYS:Form Field Selection for a new filed Phone Number (User Phone Number). This allows you to select the #Phone Number# filed on SYS:Notification Messages form. You have added this filed on SYS:Notification Messages form for Incident Assignment Notifications. From the notification audit log, it is observed that the filed value is not getting updated with the proper value. i.e. in Notification message the User's Phone is #Phone Number# and not updated with the actual phone number. With these out of the box forms and workflows you can create Menu Items but to populate the values dynamically, you need to customize the existing forms and workflows. Below are the reasons and actions required to achieve this customization 1) The Notification filed values are captured from three forms NTE:SYS-NT Process Control, NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control 2) The User Phone Number (Requester Phone Number) filed is not created on the above three out of the box forms (You need to create one filed Requester Phone Number) 3) The filed values in the NTE:SYS-NT Process Control form are updated by a workflow Filter HPD:INC:NotificationGenerator_899_PNPC'!(You need to modify the push field action to push Phone Number from HPD:Help Desk 4) These values are translated into SYS:Notification Messages form by the filter NTE:SHR:TranslateNotificationMessageINC3_102. Modify this filter with additional set filed action before Exit Guide to translate the #Phone Number# filed These steps were also followed to no availe. We are STILL not getting the #Phone Number# replaced with the phone number on the incident. HELP!! Thanks, Scott _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Product Categorizations and the Elephant Rhyme
I've followed this thread with interest. Although not directly related to why categorisations should be used for assignments, there are other reasons that Op/Prod Cats should be used. - KPIs that will allow the measurement of the effectiveness efficiency the IT services provided, the state of the infrastructure, and the processes themselves e.g. avg incident response/resolution times, assignment bounce - Reporting of the KPI's - And obviously, the assignment and workflow process. Ideally you're using the Op/ProdCat to support the auto-assignment in order to get the Incident to the correct place the first time, thereby reducing the need to bounce the incident to another queue if it is assigned incorrectly. The last thing that should be considered in the arguement is the initial vs actual Op/Prod Cat. The initial could be considered as the Op/ProdCat captured on the Classification tab However when the incident was resolved, the Op/Prod Cat on the Resolution tab captures the actual. E.g. we initially thought the incident was caused by a network outage, but the actual cause was the user failed to turn on their PC (with appropriate Op/Prod Cats to support both). So, although not answering your specific question around Op/Prod Cats Assignments, there are other benefits of why Op/Cats are useful to use. BTW if you haven't seen it already, take a look at thenew Incident screen on ITSM7.5 - the Op/Prod Cat fields are nowhere to be seen on the new Best Practice view. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Friday, 10 April 2009 12:24 AM To: ARSList Subject: Product Categorizations and the Elephant Rhyme ** Listers, Please help me with this one. One of my management users got hold of an external source that said categorizations don't have to be used for routing. Somehow, the user misunderstood what the external source was attempting to communicate, grabbed hold of the elephant's tail, and is now trying to tell us we don't need to use Incident assignment rules based on Operational and Product Categorizations to route tickets to the correct support group. Unfortunately, we route tickets in our system based on categorizations, but this user stubbornly clings to his part of the elephant. Of course, I have Rick Cook's excellent A New Paradigm of Generic Incident Classification, BMC's Best Practices documentation, and several other things I've dug up which refer obliquely to CTI (OpCats) and assignment. The problem is I ***KNOW*** CTI is used for assignment. You don't have to use it for that, but I've been using it that way since 6.X. It's so ingrained that I take it for granted that everybody else knows that, too. Does anybody have a best practices document that explicitly states that Incident assignment is based on categorization? Jennifer Meyer __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html_Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
JOB: Senior Remedy Developer; Sydney/Australia; 6 Month Contract
My friend is relisting the job I posted recently, this time as a contract position. Ideally the person would already has working rights in Australia, but the client will sponsor. Lynne's contact details are at the end. No consulting/recruitment organisations, this time please. === My client is looking for a senior Remedy Developer for an initial 6 month contract. Job Purpose: * To offer wide-ranging expertise in various stages of the Remedy system design life cycle and to participate in IT projects as required. Outcomes (Key Result Areas) * Remedy Fault Management System (FMS) development and maintenance Duties and Responsibilities: * To understand the market place, in which the company trades, and to thereby anticipate and be aware of current and future business needs. * To participate in the analysis (including process mapping), design and implementation of new functionality within the Remedy Fault Management System to meet business needs. * To liaise with many levels of staff on potential business problems and solutions. * Intranet / Internet, design and implementation of Customer Views of fault information. Personal Specification: * Degree level qualification in Information Technology preferred or an ability to demonstrate knowledge to an equivalent level * Superior demonstrable technical skills in the Remedy Action Request System with at least two years experience in both Developer and Support roles. * Previous experience in developing and maintaining large real time operational support systems is required. * Superior demonstrable technical skills in the Solaris and Windows environments. * Superior interpersonal skills are essential, as is the ability to work closely with colleagues and customers at all levels as either a leader or a member of a team and, when necessary, on an individual basis. The team there has some very professional Remedy developers in it already. People like working for this company. They have a very healthy respect for their staff. My client will pay AU$800/day for a top quality Remedy Developer with at least 5 years experience. Contact Lynne Fox now to register your interest in this excellent contracting role! Kind regards Lynne Fox [EMAIL PROTECTED] SENIOR CONSULTANT - FINITE IT RECRUITMENT SOLUTIONS LEVEL 31, AUSTRALIA SQUARE, 264-278 GEORGE STREET, SYDNEY, NSW 2000 TEL +61 02 8243 6868 FAX +61 02 8243 6866 DIRECT +61 02 8243 6818 MOBILE +61 0419 012 195 WWW.FINITE.COM.AU ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
JOB: Senior Developer (Sydney/Australia)
Hi all, A recruiter friend of mine is looking to fill a position based in Sydney, Australia. The person she is looking for is a permanent Remedy developer for a client of mine. They are looking for a senior developer Please contact her directly for any further questions. Lynne Fox Finite IT Recruitment Solutions [EMAIL PROTECTED] +61 2 8243 6818 (direct) +61 419 012 195 (mobile) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
I quite like the user request breakdown... with the exception that the on/for my (Tier 3) should be your defined in the Product Categorisation. If you include what the request is about in the Op.Cat then you're breaking your own rules. The other thing of course is that you don't need to go Tier 3 just because it's there (as Chris mentions in his rules)- we're finding customers who are happy to leave it just at Tier 1, as there isn't any need to go any deeper. Regards, Gareth From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Wed 02/05/07 09:33 To: ARSList Subject: Re: ITSM 7 Operational Categorizations ** Hey, Roger, I think I came up with something that works - naturally, after I posted my request (Side note: The ARSList is so powerful, just posting to it makes me smarter, even before responses come in). Tell me what you think of this. Basically, it involves breaking down a request from a user like this: (User): I would like you to (Tier 1) the/an (Tier 2) on/for my (Tier 3). Example: Tier 1 - Install; Tier 2 - Application; Tier 3 - Desktop. Tier 1 - Fix;Tier 2 - Connectivity; Tier 3 - Email. That seem to make sense? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, May 01, 2007 3:59 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Operational Categorizations ** Your Tier 1 and 3 need to be reversed then it will make sense with the new ITIL driven design concepts. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 1 May 2007 6:41 PM Subject: ITSM 7 Operational Categorizations ** I am searching for good examples of how to set up the Operational Categorization sets in ITSM 7.0, and finding the pickings pretty slim (the Remedy KB is typically sparse). Conceptually, I know that it needs to complement the Product Categorization, primarily by NOT duplicating the information contained therein. Knowing that I want to keep them related to symptoms that would be reported by users while still being useful in reporting, here's kinda what I am thinking about here. TIER 1TIER 2 TIER 3 Application Request Installation Application Problem Connectivity Application Problem Functionality HardwareRequestUpgrade HardwareProblemPeripheral Unfortunately, there don't seem to be many examples of a good setup of Cat 1,2,3 for the Op. Cats, (yes, I have seen the sample data) and I'm struggling to format a good, consistent set on my own. Does the example I included make sense, or do you see problems with it? Rick Cook __20060125___This posting was submitted with HTML in it___ AOL now offers free email to everyone. Find out more about what's free from AOL at AOL.com http://www.aol.com/?ncid=AOLAOF0002000437 . __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Assignment configurations for ITSM 7.0
Hi Joe
I'll give it a go... ;-)
-General- has different meanings depending on what module you're working in.
When using the Incident module, a -General- auto-assignment means it will use
the auto-assign rule to set the 'Incident Assignee' fields. In Change 'Change
Implementer'. In Problem 'Problem Assignee', etc.
Incident Manager means it will use Auto-Assign to set the 'Incident Manager'
fields.
Infra Change Manager means it will use Auto-Assign to set the 'Change Manager'
fields.
Infra Change Assignee means it will use Auto-Assign to set the 'Change
Assignee' fields.
Problem Manager means it will use Auto-Assign to set the 'Problem Manager'
fields.
...etc...
HTH,
Gareth
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Joe D'Souza
Sent: Friday, 27 April 2007 4:39 AM
To: ARSList
Subject: Re: Assignment configurations for ITSM 7.0
**
Roger, I see what you mean.. I'm actually using the manuals and taking a peek
at the workflow now to understand what the application really requires in terms
of configuration for it to work.. And in I think digging up the workflow is
more useful than reading the manuals in understanding the application. I pretty
much understood how the auto assignment process works after looking at the
workflow (and not the manuals), so I really pity those new to the game who
depend on manuals..
I'm still not too clear what the other values in the Event field are for.. Any
takers on explaining that?
Joe
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
Behalf Of Roger Justice
Sent: Thursday, April 26, 2007 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assignment configurations for ITSM 7.0
**
Now you understand why it took me 30 days longer to get the client operational
on 7 than I anticipated. There are a lot of touch points that are not well
documented in the configuration manuals.
-Original Message-
From: [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thu, 26 Apr 2007 12:13 PM
Subject: Re: Assignment configurations for ITSM 7.0
My problem was not that.. In the Event field I misunderstood its use.. In
fact I am still not too clear on what the other values in the Event field is
for.. But when I changed all of them to -General- it fixed the problem..
I had looked up the workflow that the auto assignment process was using that
helped me fix the issue.. The first condition there is ('Assignment Event' =
- General -) AND ...
My values in the Company and Contact Company form were already -Global- and
didn't need a change..
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED]
javascript:parent.ComposeTo(arslist%40ARSLIST.ORG%5dOn, ); Behalf Of
Jarl Grøneng
Sent: Thursday, April 26, 2007 11:47 AM
To: arslist@ARSLIST.ORG javascript:parent.ComposeTo(arslist%40ARSLIST.ORG,
);
Subject: Re: Assignment configurations for ITSM 7.0
In the assignment form, try to add a -Global- assignment.
--
Jarl
On 4/26/07, Joe D'Souza [EMAIL PROTECTED]
javascript:parent.ComposeTo(jdsouza%40shyle.net, ); wrote:
**
That's where I am seeing an error.. in the creation process of
incidents/Change data.. The error is ARCreateEntry - No groups were found
using automated routing. You need to manually select a group.
What are the possible reasons why I would get this error no groups found
in
automated routing when I think I have set the groups and their skills for
these test cases I am working on..
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED]
javascript:parent.ComposeTo(arslist%40ARSLIST.ORG%5dOn, ); Behalf Of
Roger Justice
Sent: Thursday, April 26, 2007 7:41 AM
To: arslist@ARSLIST.ORG javascript:parent.ComposeTo(arslist%40ARSLIST.ORG,
);
Subject: Re: Assignment configurations for ITSM 7.0
**
Service Requests do not get assigned they create either an Incident or
Change and then the Incident or Change gets assigned. If you open the
Service Request form search all service requests and do not see in process
in the request ID go to the Change/Incident data tab abd you will see in
app
event status an error. By reviewing the error you should see that the
Incident/Change could not be created. If Auto Assignment is not working it
can fail also if you have Tier 1,2,3 that is not valid it will fail.
-Original Message-
From: [EMAIL PROTECTED] javascript:parent.ComposeTo(jdsouza%40SHYLE.NET,
);
To: arslist@ARSLIST.ORG javascript:parent.ComposeTo(arslist%40ARSLIST.ORG,
);
Sent: Wed, 25 Apr 2007 11:36 PM
Subject: Re: Assignment configurations for ITSM 7.0
**
Thanks for writing back.. Its the auto assignment of Service Requests that
doesn't seem to be happening.. When a Service request is created it gets
saved but the auto assignment / notification doesn't
Re: OTB canned reports with ITSM...
Joe, If you haven't already done so, add ITSM patch 002 (or is it 003??) - this patch increases the number of otb reports to approx 150. You might find something in there. Regards, Gareth From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, 25 April 2007 8:11 AM To: ARSList Subject: Re: OTB canned reports with ITSM... ** Roger, Yes I saw that one before posting to the list, but don't have CR engine to modify it to include fields that aren't in it. Was hoping there were some other reports embedded at some other places in the application.. Thanks for your response.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Roger Justice Sent: Tuesday, April 24, 2007 4:54 PM To: arslist@ARSLIST.ORG Subject: Re: OTB canned reports with ITSM... ** I did not see and Canned reports on mean time to repair. There is a Change report for Change Approvals by Approval Status. -Original Message- From: [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 24 Apr 2007 4:18 PM Subject: OTB canned reports with ITSM... Are there any out of the box canned reports that provide statistics on mean time to repair in ITSM 7 apps? Also wanted to know if there are any out of the box reports for pending Change approvals other than the reports that can be accessed from the Change Management Console.. I didn't find these on any of the consoles but was wondering if there were any such reports embedded somewhere in the application that can be accessed with the press of a button or something.. Rgds Joe __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: API .NET/C++
If you're specifically after C#, do a search of the list archives - I remember a lister (Brandi?) putting up an excellent example of creating a request using AR System .NET C#. From: Action Request System discussion list(ARSList) on behalf of Axton Sent: Wed 18/04/07 00:20 To: ARSList Subject: Re: API .NET/C++ Some programs that use the remedy .net api are available at: http://arswiki.org/projects/dotnetutil Click the Browse Source tab to view the source code. There are total of 5 apps. Axton Grams On 4/17/07, CONDREA, Daniel [EMAIL PROTECTED] wrote: ** AR System Developer Community http://www.bmc.com/arsystem/dev_community/ AR System .NET and COM API From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rem Valenzuela Sent: Tuesday, April 17, 2007 4:48 PM To: arslist@ARSLIST.ORG Subject: API .NET/C++ ** Anyone know of anyplace where I can look at some free sample code using VB.NET or C++ for the Remedy API? I'm a relative newbie to the Remedy API and am intermediate in ASP.NET and C++. I looked at the examples in the e-books, but it doesn't seem to address some questions I have about it. Thanks. - Rem Get news, entertainment and everything you care about at Live.com. Check it out! __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- *DISCLAIMER* The information contained in this communication is confidential and may be legally privileged. It is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking action in reliance of the contents of this information is strictly prohibited and may be unlawful. Orange Romania S.A. is neither liable for the proper, complete transmission of the information contained in this communication nor any delay in its receipt. *END OF DISCLAIMER* ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: .net Utilities on ARSWiki.org
Very useful - two apps one for Delete existing entry, one for Modifying existing entry. Question - does anyone have a sample application that does a Query for a record based on a qualification, then a modification of that record. Thanks From: Action Request System discussion list(ARSList) on behalf of Axton Sent: Thu 05/04/07 09:30 To: ARSList Subject: .net Utilities on ARSWiki.org I wanted to announce a set of .net utilities hosted on ARSWiki. Many thanks to Stephen Heider for releasing these under an open source license and adding these to the ARSWiki site. http://arswiki.org/projects/dotnetutil If you want to learn .net, contribute to these .net utilities, or add additional .net utilities to the site, reference the link above for information. Axton Grams ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email issues - on migration
That change in setting looks like it relates to a setting in the EmailDaemon.properties called com.remedy.arsys.emaildaemon.MailboxPollingUnitsIsMinutes... I've just installed a new server, and this flag is set to True. From: Action Request System discussion list(ARSList) on behalf of patrick zandi Sent: Wed 11/04/07 13:16 To: ARSList Subject: Re: Email issues - on migration ** Oh, Just found another ISSUE for those migrating.. They changed the minutes in the config to Seconds. -- NICE .. My previous config was 2. I just purged some 27 messages.. Real NICE ! On 4/10/07, patrick zandi [EMAIL PROTECTED] wrote: I am trying to migrate tonight to a ARS 7.00 P2 Server on windows platform. I am getting wierd errors from the email server .. and then the message does not error out, it disappears too. -- AR System Email Error Logs say: Message number: 313 Data types are not appropriate for relational operation, AND Message number: 311 Field ID is not related to this form 18093 - ALSO - Emails are Gone-- do not get them and they are not on the server ? Apr 10, 2007 10:05:12 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Field ID is not related to this form 18099 Apr 10, 2007 10:05:12 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Field ID is not related to this form 18093 Apr 10, 2007 10:05:12 PM com.remedy.arsys.emaildaemon.LoggingModule doWork SEVERE: Data types are not appropriate for relational operation java.lang.OutOfMemoryError java.lang.OutOfMemoryError java.lang.OutOfMemoryError === I have looked at the Templates, and they look good. I have looked at the fields .. they seem fine. === Any one see this ? -- Patrick Zandi -- Patrick Zandi __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps...
I've been using the HTML files as the validator of a successful installation - I think that was on the recommendation from a previous post. One issue I've been battling with recently is for Windows installs - after downloading 7.0.2, depending on where what you unzip the package with, it does weird things to files with the percentage in the filename - it changes the file name from % to %0025, meaning the install of these files would fail as the installer can't find the filename it is expecting. The HTML files showed this well - if only I'd read them after the first full ITSM installation!!! hehehe BTW I finally fixed the issue by copying the zip file to the server unzipping there - other methods seem to corrupt the file names. My last resort was to burn to CD/DVD run from there. From: Action Request System discussion list(ARSList) on behalf of Joe D'Souza Sent: Tue 10/04/07 11:42 To: ARSList Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... That is something I'd be interested to know as well.. So far I know that the Share Properties form and the html log file is a good measure to see if the install is successful. Also if the log file is useful to browse through to see if there were any points of failures.. But it would be good if there were some standard tests to check the integrity of the installations as you go through that process. Beats finding out something was wrong much later... I spoke to Remedy support this evening to discuss that but could not get any of their CMDB application experts but hopefully will get one tomorrow.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Cook Sent: Monday, April 09, 2007 5:01 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... That seems to make sense. Are there some non-standard validation techniques necessary, or do the defined ones (i.e. log files, etc.) seem to be adequate? Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Monday, April 09, 2007 1:50 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... I heard that doing the asset install first works something like a validator of your cmdb install. i.e. if the asset extensions to the cmdb fail, you know your cmdb is messed up. If you get all the way through IM CM PM SLM and then your CMDB extensions fail... -tony -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Rick Cook [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 04/09/2007 01:15 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Gareth, is the inverse true that if Asset is installed first, that forms for other apps it creates would have to be modified by their parent applications when it is their turn to be installed? I'm trying to figure out if we're robbing Peter to pay Paul, and where the biggest net win is. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Monday, April 09, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Hello Gareth, That certainly sounds like a good reason to install Asset immediatly after CMDB install.. Thank you for your inputs.. Cheers Joe D'Souza Remedy Developer / Consultant, Windward Consulting Group, Virginia. - Original Message From: Gareth Oliver [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, April 6, 2007 6:21:29 AM Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Hi Joe/Chris, One slight amendment to the below - during recent ITSM7 Install Config training it was recommended that the first ITSM7 application to be installed (if full ITSM is being installed) should be Asset Management. No technical reason, except that it will speed the time of the total installation up - after the CMDB is installed, IM, PM, or CM will install the AST forms across the CMDB. However when AM is installed if it finds existing AST forms it has to modify them. Alternatively if AM is installed first it creates the AST forms and when subsequent apps are installed they do not modify them. AM also installs one or two additional CMDB classes. HTH, Gareth From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, 6 April 2007 6:28 AM To: ARSList Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** In order... ARS 7.0.01 Patch 001 Admin and User 7.0.01 Patch 001 (do not install Crystal Reports part of User or you cannot uninstall it) Email engine 7.0.01 Patch 001 Mid-Tier 7.0.01 Patch 001 Flashboards 7.0.01 BMC Atrium CMDB 2.0.1 Patch 002 (there is now a Patch 003, supposedly) Approval
Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps...
Technically you'd be correct. Although apart from Task Management in Incident Change, I don't know of other non-foundation applications use a parent/child application installation method. From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Tue 10/04/07 04:15 To: ARSList Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Gareth, is the inverse true that if Asset is installed first, that forms for other apps it creates would have to be modified by their parent applications when it is their turn to be installed? I'm trying to figure out if we're robbing Peter to pay Paul, and where the biggest net win is. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Monday, April 09, 2007 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Hello Gareth, That certainly sounds like a good reason to install Asset immediatly after CMDB install.. Thank you for your inputs.. Cheers Joe D'Souza Remedy Developer / Consultant, Windward Consulting Group, Virginia. - Original Message From: Gareth Oliver [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, April 6, 2007 6:21:29 AM Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Hi Joe/Chris, One slight amendment to the below - during recent ITSM7 Install Config training it was recommended that the first ITSM7 application to be installed (if full ITSM is being installed) should be Asset Management. No technical reason, except that it will speed the time of the total installation up - after the CMDB is installed, IM, PM, or CM will install the AST forms across the CMDB. However when AM is installed if it finds existing AST forms it has to modify them. Alternatively if AM is installed first it creates the AST forms and when subsequent apps are installed they do not modify them. AM also installs one or two additional CMDB classes. HTH, Gareth From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, 6 April 2007 6:28 AM To: ARSList Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** In order... ARS 7.0.01 Patch 001 Admin and User 7.0.01 Patch 001 (do not install Crystal Reports part of User or you cannot uninstall it) Email engine 7.0.01 Patch 001 Mid-Tier 7.0.01 Patch 001 Flashboards 7.0.01 BMC Atrium CMDB 2.0.1 Patch 002 (there is now a Patch 003, supposedly) Approval 7.0.01 Assignment 7.0.01 Incident Management 7.0.02 Problem Management 7.0.02 Change Management 7.0.02 Asset Management (we do not have) SLM 7.0.02 (without collector) Patch 003 for IM, PM, and CM (do _after_ SLM) After that comes the Incident Management Task Template Add-On, RKM 7.1.01 (working on it now - was running RKM 7.1) and EIE with SQL Server Plugin (working on next). Then I have to reinstall SLM with the collector now that there is (supposedly) a way to use it with ServletExec AS instead of JBoss. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, April 05, 2007 3:11 PM To: arslist@ARSLIST.ORG Subject: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Wanted to know what is the latest patch levels you are running at if you are on Windows 2003 and using MS SQL 2005... and have: ARS 7.0.1 Email engine Mid-Tier 7.0.2 BMC Atrium CMDB 2.0.1 Incident Management Problem Management Approval Server Change Management Asset Management SLM Wanted to know the latest patch level that you are running with out any problems if you have the above on: Windows 2003 MS SQL 2005 Also, if I remember right, the order of installation must be as stated above.. Correct me if I am wrong.. Is it necessary to install the Assignment Engine to have the newer versions of the above applications running? If so at what stage?? Joe Never miss an email again! Yahoo! Toolbar http://us.rd.yahoo.com/evt=49938/*http://tools.search.yahoo.com/toolbar/features/mail/ alerts you the instant new Mail arrives. Check it out. http://us.rd.yahoo.com/evt=49937/*http://tools.search.yahoo.com/toolbar/features/mail/ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps...
Hi Joe/Chris, One slight amendment to the below - during recent ITSM7 Install Config training it was recommended that the first ITSM7 application to be installed (if full ITSM is being installed) should be Asset Management. No technical reason, except that it will speed the time of the total installation up - after the CMDB is installed, IM, PM, or CM will install the AST forms across the CMDB. However when AM is installed if it finds existing AST forms it has to modify them. Alternatively if AM is installed first it creates the AST forms and when subsequent apps are installed they do not modify them. AM also installs one or two additional CMDB classes. HTH, Gareth From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, 6 April 2007 6:28 AM To: ARSList Subject: Re: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** In order... ARS 7.0.01 Patch 001 Admin and User 7.0.01 Patch 001 (do not install Crystal Reports part of User or you cannot uninstall it) Email engine 7.0.01 Patch 001 Mid-Tier 7.0.01 Patch 001 Flashboards 7.0.01 BMC Atrium CMDB 2.0.1 Patch 002 (there is now a Patch 003, supposedly) Approval 7.0.01 Assignment 7.0.01 Incident Management 7.0.02 Problem Management 7.0.02 Change Management 7.0.02 Asset Management (we do not have) SLM 7.0.02 (without collector) Patch 003 for IM, PM, and CM (do _after_ SLM) After that comes the Incident Management Task Template Add-On, RKM 7.1.01 (working on it now - was running RKM 7.1) and EIE with SQL Server Plugin (working on next). Then I have to reinstall SLM with the collector now that there is (supposedly) a way to use it with ServletExec AS instead of JBoss. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, April 05, 2007 3:11 PM To: arslist@ARSLIST.ORG Subject: ARS 7.0.1, CMDB 2.0.1 and version 7 apps... ** Wanted to know what is the latest patch levels you are running at if you are on Windows 2003 and using MS SQL 2005... and have: ARS 7.0.1 Email engine Mid-Tier 7.0.2 BMC Atrium CMDB 2.0.1 Incident Management Problem Management Approval Server Change Management Asset Management SLM Wanted to know the latest patch level that you are running with out any problems if you have the above on: Windows 2003 MS SQL 2005 Also, if I remember right, the order of installation must be as stated above.. Correct me if I am wrong.. Is it necessary to install the Assignment Engine to have the newer versions of the above applications running? If so at what stage?? Joe The fish are biting. Get more visitors http://us.rd.yahoo.com/evt=49679/*http://searchmarketing.yahoo.com/arp/ sponsoredsearch_v2.php?o=US2140cmp=Yahooctv=Q107Taglines=Ys2=EMb=50 on your site using Yahoo! Search Marketing. http://us.rd.yahoo.com/evt=49679/*http://searchmarketing.yahoo.com/arp/ sponsoredsearch_v2.php?o=US2140cmp=Yahooctv=Q107Taglines=Ys2=EMb=50 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
7.0.1 Midtier upgrade fails to provide Tomcat performance
** Environment:Windows 2003sp1 (VMWare)MS-SQL 2003 sp3ARS 7.0.0 p2 upgraded to 7.0.1Mid-Tier 7.0.0 p2 upgraded to 7.0.1I upgraded ARS MT to 7.0.1 eagerly anticipating the much sought after performance increase that Tomcat brings. Unfortunately the performance on the upgraded server runs as if ServletExec is still installed. As part of the MT upgrade, I uninstalled MT 7.0.0 completely, including ServletExec and remove the filters from IIS. I removed the \Program Files\AR System\Mid-Tier directory completely. I then installed MT 7.0.1 with Tomcat on IIS. But after a restart the performance was still the same as it was on ServletExec. Next, to check if there's anything in the upgrade, on a new server I installed ARS 7.0.1 and MT 7.0.1 with Tomcat) fresh, and that showed ther performance gain I was expecting.Anyone seen this before? Any ideas how to resolve? Thanks __20060125___This posting was submitted with HTML in it___
Re: Solved?: ITSM 7.0 installation failing on ARS 7.0.01
** Hi Chris,AM,PM,IM,CM have been observed has having the same issue. We did the hack that is described in the article here to enable us to complete the installation of the full suite.Note also that you will get an issue With CMDB V2 patch 1, same fix will help there. i.e. if you have the 7.0.1 components AND CMDB V2 patch 1, the first thing that breaks is the app. installers complaining about an invalid object store version (so set the version number back to 2.0.0 in Application Properties) and then when you restart the installer you get complaints about the 7.0.1 components (approval and maybe assignment too), so same fix again and you are then good to go.HTH,GarethOn 27/10/06, strauss [EMAIL PROTECTED] wrote: Support says that this is a known issue (that has not made theknowledgebase yet, I guess) with the following resolution:This is caused by the SHARE:Application_Properties records forAssignment Engine.When it used to say 7.0 as the version, the ITSM 7.0installers would accept it and move on.However, now that there isAssignment Engine 7.00.01, the installer checks theSHARE:Application_Properties records for Assignment Engine and doesn't recognize the version.This is a known issue, and there is a simpleworkaround for this:You can locate the SHARE:Application_Propertiesrecords for Assignment Engine in your User tool, and modify the version from 7.00.01 to 7.0, save the record, and then run the ITSM 7.0installs.Once they're completed, you can always go back to theSHARE:Application_Properties records for Assignment Engine in your Usertool and modify the version back to 7.00.01.Beats the heck out of uninstalling the 7.00.01 Assignment Engine andinstalling 7.0 in its place before ITSM. The Incident Management 7.0installation runs once this change has been made. It is too early to tell if it completes, or if any of the other installers I need to run(PM, CM, RKM, SLM) will hit similar traps.Chris __20060125___This posting was submitted with HTML in it___
Re: Report on Users in Groups
** Hi Harold,I recently had to provide this information, which I did via SQL MS-SQL version: select group_name, full_namefrom group_xjoin user_x on (group_list like '%' + cast(group_id as varchar(50)) + ';%')group by group_name, full_nameOracle version: select group_name, full_namefrom group_x, user_xwheregroup_list like '%' || ltrim(rtrim(to_char(group_id))) || '%' order by group_name, full_nameRegards,GarethOn 16/10/06, Harold Link [EMAIL PROTECTED] wrote:**Listers,I need a way to run a report [or populate a form] that contains a record for each user in each group. This would be similar to the data containedin the SHR:Assignments form in the Service Desk module, but alas, thelarge company I am working for does not have the module in place. They are using a form called Group Membership but the records are out of sync withthe User form.For example, a sample ID in User form shows Group List as500;1188;499;501;511;5169;510;453; [GroupIDs] but the Group Membership shows 504;1188;500;.This company has over 1200 groups and 6000 Remedy users, so doing thismanually is out of the picture.Main goal was to have a table in an administrator utility form thatdisplays the groups that the user belongs to. The admins [these are helpdesk and Remedy admins that only have permissions to add/modify usersand groups] would use the table to add and remove groups.Current work around is running filters against the Group List field that adds or removes a Group ID and this works fine for now. But would stilllike to develop the table concept. I have used this in the QM module butmy current data is out of sync as mentioned above.Hope this isn't too long ___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org __20060125___This posting was submitted with HTML in it___
