Re: ITSM 7.6.04 Consoles slow to open with IE 6 SP2

[Guillaume Rheault]

If upgrading IE is a problem, why not use Firefox?

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Phil [philip.bouc...@logica.com]
Sent: Wednesday, May 09, 2012 3:58 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 Consoles slow to open with IE 6 SP2

Hi,

We are deploying ITSM 7.6.04 to a user community using IE 6 SP2 and IE
6 SP3. (We cannot get the browsers upgraded at this stage.)

IE 6 SP3 works ok but when using IE 6 SP2 there is a long delay when
opening the INC, CHG and PBM Consoles of several minutes. All other
forms peform ok, we just get a delay when opening the consoles.

IE 6 SP2 and IP 6 SP 3 appear to be configured the same, has anyone
else seen this issue?

Regards

Phil

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Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

Thanks David

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Monday, May 07, 2012 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
FYI, this issue has been duplicated by BMC and is being tracked as SW00430296 
against 7.6.04.   Can’t say when it will be addressed, but at least it has been 
formally identified.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, May 04, 2012 7:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
All,

So yes I can confirm that AFTER the Record Object Relationships is enabled, 
creating workflow for custom fields in overlaid forms will indeed record the 
relationships properly.

So the bug is in the initial scan for relationships as Dr. Strauss suggested.

Therefore don't turn off that dang Record Object Relationships, or you'll 
lose the relationships!

thanks all Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Grooms, Frederick W [frederick.w.gro...@xo.com]
Sent: Friday, May 04, 2012 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
You could test the theory… Since you now have Recording Relationships on go and 
add some workflow to a custom field and see if the Show Relationships will 
display it

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, May 04, 2012 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Well, that's the case for me, the development was done and then we turned on 
the record object relationships.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Thursday, May 03, 2012 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
I see them as well (custom fields on overlaid forms – Incident 7.6.04.03) but 
then all of my upgrade re-development and subsequent customization was done 
with Record Object Relationships turned on.  I wonder if the bug only appears 
when you make the changes and THEN turn recording on – implying that a new scan 
for relationships might miss them where active recording does not.

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:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, May 03, 2012 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys…

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do

Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

All,

So yes I can confirm that AFTER the Record Object Relationships is enabled, 
creating workflow for custom fields in overlaid forms will indeed record the 
relationships properly.

So the bug is in the initial scan for relationships as Dr. Strauss suggested.

Therefore don't turn off that dang Record Object Relationships, or you'll 
lose the relationships!

thanks all Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Grooms, Frederick W [frederick.w.gro...@xo.com]
Sent: Friday, May 04, 2012 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
You could test the theory… Since you now have Recording Relationships on go and 
add some workflow to a custom field and see if the Show Relationships will 
display it

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, May 04, 2012 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Well, that's the case for me, the development was done and then we turned on 
the record object relationships.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Thursday, May 03, 2012 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
I see them as well (custom fields on overlaid forms – Incident 7.6.04.03) but 
then all of my upgrade re-development and subsequent customization was done 
with Record Object Relationships turned on.  I wonder if the bug only appears 
when you make the changes and THEN turn recording on – implying that a new scan 
for relationships might miss them where active recording does not.

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:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, May 03, 2012 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys…

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Lynn

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 03, 2012 10:42 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**

That seems like a bug to me too.. Unfortunately at this site I am not on 7.6.04 
to verify this or I would have been interested in verifying this.

Cheers

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, May 03, 2012 9:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Relationships not showing for custom fields in overlaid forms

**
Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships fo

Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

I'll do that in a moment the list is great, this are the kind of things 
that it never occurs to most first-line BMC Support, to think critically, when 
their focus is to meet their SLAs. I don't know if it is a tech support problem 
or management problem. I'll psot my findings soon



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Grooms, Frederick W [frederick.w.gro...@xo.com]
Sent: Friday, May 04, 2012 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
You could test the theory… Since you now have Recording Relationships on go and 
add some workflow to a custom field and see if the Show Relationships will 
display it

Fred

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, May 04, 2012 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Well, that's the case for me, the development was done and then we turned on 
the record object relationships.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Thursday, May 03, 2012 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
I see them as well (custom fields on overlaid forms – Incident 7.6.04.03) but 
then all of my upgrade re-development and subsequent customization was done 
with Record Object Relationships turned on.  I wonder if the bug only appears 
when you make the changes and THEN turn recording on – implying that a new scan 
for relationships might miss them where active recording does not.

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:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, May 03, 2012 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys…

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Lynn

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 03, 2012 10:42 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**

That seems like a bug to me too.. Unfortunately at this site I am not on 7.6.04 
to verify this or I would have been interested in verifying this.

Cheers

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, May 03, 2012 9:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Relationships not showing for custom fields in overlaid forms

**
Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships for unmodified/base 
fields in an overlaid form, as well as overlaid fields in an overlaid form.
B

Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

Well, that's the case for me, the development was done and then we turned on 
the record object relationships.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Thursday, May 03, 2012 5:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
I see them as well (custom fields on overlaid forms – Incident 7.6.04.03) but 
then all of my upgrade re-development and subsequent customization was done 
with Record Object Relationships turned on.  I wonder if the bug only appears 
when you make the changes and THEN turn recording on – implying that a new scan 
for relationships might miss them where active recording does not.

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:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, May 03, 2012 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys…

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Lynn

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 03, 2012 10:42 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Relationships not showing for custom fields in overlaid forms

**

That seems like a bug to me too.. Unfortunately at this site I am not on 7.6.04 
to verify this or I would have been interested in verifying this.

Cheers

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, May 03, 2012 9:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Relationships not showing for custom fields in overlaid forms

**
Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships for unmodified/base 
fields in an overlaid form, as well as overlaid fields in an overlaid form.
But I cannot see the Relationships or Workflow of Custom fields in the overlaid 
form.

This seems to be a bug, or I'm missing something.

Our environment is:

ITSM 7.6.04 SP2
ARS 7.6.04 SP2
Windows 2008
Oracle 11g

Thanks all Guillaume
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
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Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
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Re: WARNING: 7.6.X DDM AND ITSM

[Guillaume Rheault]

That's the reason why you need to use RRR|Chive, which is THE tool for data 
migration.
DDM is not production ready yet, it's a nice concept but very limited. With all 
the money and resources that BMC spent on DDM,they could have just paid Misi 
from RRR to make RRR|Chive "prettier", i.e. essentially having a GUI and 
colorful reports so management **thinks** it's enterprise ready.

You know how it is, management needs to see pretty power point slides to think 
(when they think) that a tool is enterprise ready. RRR|Chive does not have that 
prettiness,thanks God, but get's the work done. It's probably because Misi 
focused on the design of the tool that it works, instead of focusing on 
sugar-coated prettiness and fluff, which takes the focus away in developing 
something that really works.

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Goodall, Andrew C [ago...@jcp.com]
Sent: Thursday, May 03, 2012 11:54 AM
To: arslist@ARSLIST.ORG
Subject: WARNING: 7.6.X DDM AND ITSM

**
This is a heads up to anyone planning a 7.6.04 upgrade.

So we’re using DDM (Delta Data Migration) to migrate data to the new 7.6.04 
environment from our existing 7.5 implementation.
Well DDM is migrator based and it does not keep track of DELETE operations.

ITSM workflow will often use DELETE operations on foundation data such as 
people permission, support group and functional role removals, product alias 
changes, etc…

So now we have to keep track of all these changes and manually remediate them. 
As you can guess in a large enterprise this is substantial.

Thank you BMC, thank you very much!

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 


The information transmitted is intended only for the person or entity to which 
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Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

custom fields on overlaid forms? or custom fields on custom forms?


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Sanford, Claire [claire.sanf...@memorialhermann.org]
Sent: Thursday, May 03, 2012 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Sorry guys…

I have ITSM SP2 and 7.6.04 SP3 and I can see the relationships on my custom 
fields.

I have all kinds of other problems, but field relationships are not one of them!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, May 03, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms
**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Lynn

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 03, 2012 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**

That seems like a bug to me too.. Unfortunately at this site I am not on 7.6.04 
to verify this or I would have been interested in verifying this.

Cheers

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, May 03, 2012 9:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Relationships not showing for custom fields in overlaid forms

**
Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships for unmodified/base 
fields in an overlaid form, as well as overlaid fields in an overlaid form.
But I cannot see the Relationships or Workflow of Custom fields in the overlaid 
form.

This seems to be a bug, or I'm missing something.

Our environment is:

ITSM 7.6.04 SP2
ARS 7.6.04 SP2
Windows 2008
Oracle 11g

Thanks all Guillaume
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
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Re: Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

Thanks for confirming Lynn. It's crazy that this bug has not been fixed yet, 
after all 7.6.04 was released on January 2011.

Now here is the amazing thing: the reply that I got from BMC Support is that 
they were not able to reproduce the issue, meaning the support guy sees 
Relationships for custom fields in overlaid forms.
But I trust a lot more the listers than BMC Support, I have had very crappy 
support lately for a number of issues. If the support guy is lying, he'll be 
really sorry, I'll his manager an earful (which anyway feels like preaching to 
the choir)

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Poston, Lynn [lynn.pos...@graybar.com]
Sent: Thursday, May 03, 2012 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**
Guillaume,

We are on ARS 7.6.04 SP3 and ITSM 7.6.04 SP2 and you are correct.  I just 
checked our custom fields and they do not display the relationships either.

Thanks,
Lynn

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, May 03, 2012 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relationships not showing for custom fields in overlaid forms

**

That seems like a bug to me too.. Unfortunately at this site I am not on 7.6.04 
to verify this or I would have been interested in verifying this.

Cheers

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, May 03, 2012 9:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Relationships not showing for custom fields in overlaid forms

**
Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships for unmodified/base 
fields in an overlaid form, as well as overlaid fields in an overlaid form.
But I cannot see the Relationships or Workflow of Custom fields in the overlaid 
form.

This seems to be a bug, or I'm missing something.

Our environment is:

ITSM 7.6.04 SP2
ARS 7.6.04 SP2
Windows 2008
Oracle 11g

Thanks all Guillaume
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Relationships not showing for custom fields in overlaid forms

[Guillaume Rheault]

Dear list,

Could somebody confirm that Relationships or Workflow are not displayed for 
custom fields in overlaid forms. If this is true, then it is a bug.

Yesterday night, I checked the "Record Object Relationships **;' check box in 
the server information, and restarted the server.

This morning, I can see all the workflow and relationships for unmodified/base 
fields in an overlaid form, as well as overlaid fields in an overlaid form.
But I cannot see the Relationships or Workflow of Custom fields in the overlaid 
form.

This seems to be a bug, or I'm missing something.

Our environment is:

ITSM 7.6.04 SP2
ARS 7.6.04 SP2
Windows 2008
Oracle 11g

Thanks all Guillaume

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Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE

[Guillaume Rheault]

totally ridiculous... there should be a hall of fame/shame devoted to 
ridiculous stuff like this


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of patrick zandi [remedy...@gmail.com]
Sent: Wednesday, May 02, 2012 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

** RKM application is the same way...  it used to have links that never 
changed.. now it does not.. every update new link..

Someone on the list posted (I seem to remember) bmc's answer was submit an 
enhancement request..

On Wed, May 2, 2012 at 2:34 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
an enhancement request on a feature that has been working for many years?
you got to be kidding   *-)

Now for

"New cheaper engineers in a 3rd world country needs to reinvent the wheel 
previously created with American ingenuity."

Don't you love this efficiency in world economics?


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of patrick zandi 
[remedy...@gmail.com<mailto:remedy...@gmail.com>]
Sent: Wednesday, May 02, 2012 2:22 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

** -- sounds like an enhancement request.


If it already existed previously, and now it needs to be reinvented... the 
conclusion that im coming too would be something like::

New cheaper engineers in a 3rd world country needs to reinvent the wheel 
previously created with American ingenuity.

On Wed, May 2, 2012 at 2:00 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Yes, that is the case.  I actually store that entire string in a custom field 
in the Incident on submit – a good time to get the entry id - to use later with 
Kinetic Calendar or anything else that needs a direct URL to the Incident.  
It’s much easier than trying to construct it later.

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:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Guillaume 
Rheault
Sent: Wednesday, May 02, 2012 12:15 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

**
The only direct access URL that still works, without specifying the 
SHR:LandingConsole is the one where the entry id (field id 1) is specified, 
such as

http://remedy/arsys/servlet/ViewFormServlet?server=remedyapp&form=CHG%3AInfrastructure%20Change&eid=CRQ0011

it really SUCKS that the other direct URL ones don't work, such as the ones 
where you can specify a query.

This new FEATURE broke some existing integrations and made us redesign other 
ones... just great. In the ITSM world, having to deal with entry id makes 
things kludgy for integrations, since it is the incident ID or change ID that 
are visible to the user. But at least that direct ccess URL with the entry ID 
works. I hope BMC does not break that one in ITSM 7.7. The direct access URL 
mechanism as described in the mid-tier guide page 76-84 has been implemented 
for years now until the @#$%^& landing console

It seems to me backwards compatibility should mean more than just API version 
compatibility: it should also consider URLs, specially when more and more 
integrations use these features to display whatever request/ticket/etc.

This kind of problems could be avoided if there was more communication and 
coordination between the different groups that develop the modules, whether 
ITSM modules or core ARS components.
Who knows where in the world  this SHR:LandingConsole was cooked up, but the 
dudes there definitely had no idea about the consequences of their design for 
existing customers.

Now if you want to talk about BMC simplicity, an excellent topic is mid-tier 
active link logging  8 - 0 /
As far as I'm concerned, that whole active link logging area needs to be 
totally re-designed so it's half useful.

Guillaume




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Are"_
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Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE

[Guillaume Rheault]

an enhancement request on a feature that has been working for many years?
you got to be kidding   *-)

Now for

"New cheaper engineers in a 3rd world country needs to reinvent the wheel 
previously created with American ingenuity."

Don't you love this efficiency in world economics?


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of patrick zandi [remedy...@gmail.com]
Sent: Wednesday, May 02, 2012 2:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

** -- sounds like an enhancement request.

If it already existed previously, and now it needs to be reinvented... the 
conclusion that im coming too would be something like::

New cheaper engineers in a 3rd world country needs to reinvent the wheel 
previously created with American ingenuity.

On Wed, May 2, 2012 at 2:00 PM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Yes, that is the case.  I actually store that entire string in a custom field 
in the Incident on submit – a good time to get the entry id - to use later with 
Kinetic Calendar or anything else that needs a direct URL to the Incident.  
It’s much easier than trying to construct it later.

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:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Guillaume 
Rheault
Sent: Wednesday, May 02, 2012 12:15 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

**
The only direct access URL that still works, without specifying the 
SHR:LandingConsole is the one where the entry id (field id 1) is specified, 
such as

http://remedy/arsys/servlet/ViewFormServlet?server=remedyapp&form=CHG%3AInfrastructure%20Change&eid=CRQ0011

it really SUCKS that the other direct URL ones don't work, such as the ones 
where you can specify a query.

This new FEATURE broke some existing integrations and made us redesign other 
ones... just great. In the ITSM world, having to deal with entry id makes 
things kludgy for integrations, since it is the incident ID or change ID that 
are visible to the user. But at least that direct ccess URL with the entry ID 
works. I hope BMC does not break that one in ITSM 7.7. The direct access URL 
mechanism as described in the mid-tier guide page 76-84 has been implemented 
for years now until the @#$%^& landing console

It seems to me backwards compatibility should mean more than just API version 
compatibility: it should also consider URLs, specially when more and more 
integrations use these features to display whatever request/ticket/etc.

This kind of problems could be avoided if there was more communication and 
coordination between the different groups that develop the modules, whether 
ITSM modules or core ARS components.
Who knows where in the world  this SHR:LandingConsole was cooked up, but the 
dudes there definitely had no idea about the consequences of their design for 
existing customers.

Now if you want to talk about BMC simplicity, an excellent topic is mid-tier 
active link logging  8 - 0 /
As far as I'm concerned, that whole active link logging area needs to be 
totally re-designed so it's half useful.

Guillaume




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Re: Using % in Run if on Display Only field

[Guillaume Rheault]

Wildcard symbols are interpreted as wildcards only when used with the LIKE 
operator; otherwise, they are interpreted literally.

To use percent (%), underscore (_), or open bracket ([) characters as literal 
text in a LIKE operation:

Microsoft SQL Server and Sybase—Enclose the character in brackets. For example, 
[_] matches only the _ character, not any single character.

Informix—Insert a backslash before the character. For example, \% matches the % 
character, not any string of 0 or more characters.

Oracle, you cannot use the LIKE operator to search for literal percent (%) or 
underscore (_) characters.

Hope this helps

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of David Shepard [willienoo...@hotmail.com]
Sent: Thursday, April 19, 2012 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Using % in Run if on Display Only field

Hello

I want to restrict Wildcard searches on an Advanced Search field. The way i am 
doing this is with an Active Link and looking through a string by using the %.

So if i want the AL to only run if the 'Name' field is entered I have tried the 
below
RUN IF:
'Advanced Search' = "%Name%"
'Advanced Search' LIKE "%Name%"
'Advanced Search' = "%"+"Name"+%"

The Active Link actually looks for the % in the 'Advanced Search' field. How do 
i get it to use the % instead of thinking it is text.
Can this be done in the Run IF of an AL?
Any help would be greatly appreciated.
Thanks
Dave

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Re: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO SHR:LANDINGCONSOLE INTERFERENCE

[Guillaume Rheault]

The only direct access URL that still works, without specifying the 
SHR:LandingConsole is the one where the entry id (field id 1) is specified, 
such as

http://remedy/arsys/servlet/ViewFormServlet?server=remedyapp&form=CHG%3AInfrastructure%20Change&eid=CRQ0011

it really SUCKS that the other direct URL ones don't work, such as the ones 
where you can specify a query.

This new FEATURE broke some existing integrations and made us redesign other 
ones... just great. In the ITSM world, having to deal with entry id makes 
things kludgy for integrations, since it is the incident ID or change ID that 
are visible to the user. But at least that direct ccess URL with the entry ID 
works. I hope BMC does not break that one in ITSM 7.7. The direct access URL 
mechanism as described in the mid-tier guide page 76-84 has been implemented 
for years now until the @#$%^& landing console

It seems to me backwards compatibility should mean more than just API version 
compatibility: it should also consider URLs, specially when more and more 
integrations use these features to display whatever request/ticket/etc.

This kind of problems could be avoided if there was more communication and 
coordination between the different groups that develop the modules, whether 
ITSM modules or core ARS components.
Who knows where in the world  this SHR:LandingConsole was cooked up, but the 
dudes there definitely had no idea about the consequences of their design for 
existing customers.

Now if you want to talk about BMC simplicity, an excellent topic is mid-tier 
active link logging  8 - 0 /
As far as I'm concerned, that whole active link logging area needs to be 
totally re-designed so it's half useful.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Goodall, Andrew C [ago...@jcp.com]
Sent: Friday, April 20, 2012 1:44 PM
To: arslist@ARSLIST.ORG
Subject: URL DIRECT LINKS IN 7.6.04 CHANGE FOR ITSM FORMS DUE TO 
SHR:LANDINGCONSOLE INTERFERENCE

**
All,

FYI – just found out that the direct url link calls to create, display, or 
search a record has changed in 7.6.04 due to the SHR:LandingConsole workflow

e.g. to display an incident in search mode you used to be able to do:

http:///arsys/forms//HPD%3AHelp+Desk/Best+Practice+View/?qual='100161'=%22%22

now in 7.6.04 you have to use:

http:// 
/arsys/forms//SHR%3ALandingConsole/Default+Administrator+View/?mode=search&F304255500=HPD%3AHelp+Desk&F100076=FormOpenNoAppList&F303647600=SearchTicketWithQual&F304255610='100161'%3D%22%22

see attached that we got from BMC Support.

BMC Simplicity at its finest.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 



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Re: Def-export of Packing Lists missing objects...

[Guillaume Rheault]

hey Misi,

The way I export packing lists is to export them this way:

right click on the server, select Export -> Object Definitions. Then on the 
pop-up select the packing list and on selection "Add Items with Related 
Property", select "Content".

This way works reliably.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Misi Mladoniczky [m...@rrr.se]
Sent: Tuesday, April 24, 2012 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Def-export of Packing Lists missing objects...

Hi,

I am putting workflow objects into packing lists, so that I know what to
export/import to the production server at a later time.

A couple of times I have seen missing objects in the resulting def-file,
where the objects are in the packing-list included in the def, but a few
objects themselves are missing...

I am working with 7.6.04 SP2 on all levels.

I am right-clicking on the packing list in Dev Studio and choosing "export
packing list".

Has anyone else seen this? I is very frustrating.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: Application not accessible through BMC Remedy Administrator

[Guillaume Rheault]

Hi Georgi,

first I would not do a change like this in a production system. I would try it 
in dev environment, but only after getting the feedback from BMC Support.
If you cannot get  a knowledgeable tech support guy, escalate until you get 
somebody that knows this well

The other table that you need to take a look at is arreference, that links the 
application with the forms. take a look at it.

Still even if you are able to figure out all this, I would not try it first in 
a production system, I would try it in a cloned system that you can mess up and 
blow-away at will.

Also, when you try whatever fix BMC Support gives you, before you make any 
change to production, make sure you have a reliable database backup.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Remedy-Administrator (ISI) [remedy-administra...@idealstandard.com]
Sent: Friday, March 30, 2012 8:49 AM
To: arslist@ARSLIST.ORG
Subject: Application not accessible through BMC Remedy Administrator

**
Hi Folks,

Hope someone can help me in this issue.

First I want to inform you that we are on a very old release. Our env. is:

AR-Server: 7.0.01 patch 2
OS: HP-UX B.11.11
DB: Oracle 10.2.0.5.0 64bit

MidTier: Version  7.0.01 Patch 002 200703132023
OS: Windows 2003 Server

Now to describe the issue. Since 2 weeks we’ve got a couple timeout errors in 
Midtier. After enabling SQL/API logs we have found that the problem should be 
in one of our applications. But when I try to open the application in BMC 
Remedy Administrator it says “Application does not exists”. If I try to right 
click on it (to delete it), Remedy Administrator closes automatically. So it 
seems that I need to remove it on DB level but have not enough knowledge about 
DB structure. There are all custom applications. No ITSM.

I have found the name of the application in table “arcontainer” but I am not 
sure if I delete the record from there will not destroy the DB consistency. 
Unfortunately I have no test environment where I can try this. We are only with 
a production one and need to be very careful in all these changes.

Thanks in advance for everyone spending a time for me.



Kind Regards,
Georgi Paunov
Remedy Administration
Tel.: +359 675 30200
E-mail: 
Remedy-Administrator@IdealStandard.com

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Re: DevStudio Tool

[Guillaume Rheault]

ds,

Jose Huerta
http://theremedyforit.com/




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, March 29, 2012 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

** Jose,

I think some of the points you mention are not applicable in the ARS world, 
since as you very well know, ARS is not a 3rd generation language like java or 
.net.
The general consensus is that ARS is greater than a 4th generation language, 
it's either 4.5 or 5th generation.
As a point of reference PL/SQL and T-SQL are 4th generation languages.

Therefore you cannot really compare the developer tool of a of 5th generation 
language with the developer tool of a 3rd generation language.
We need to compare apples to apples and oranges to oranges to make an objective 
and rational comparison.

So... if you are familiar with a 5th generation language's developer tool and 
want to compare it with Developer Studio, please go ahead and share your 
analysis, the community values them, and hopefully BMC will incorporate new 
features in future versions.

Guillaume

From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Jose Huerta
Sent: Thursday, March 29, 2012 8:27 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: DevStudio Tool

** I think that Developer Studio is not as good as it must be. You all talk 
about the great leap made from the admin tool to the developer studio. But 
under my point of view it's is like going from a very bad application to a bad 
application.

Have you seen other developer studios (like the Microsot's one)? There are a 
lot of features missing in the current version that are the basis of other 
development environments like:

- Online debugging
- Unitary test
- Graphical blocking of elements (to block some elements and work with others).
- Enforcement of best practices.
- Search objects: To answer the next questions: What are the active links that 
can change one particular field? What filters are associated with a form (not 
only the main form, but also as a secondary form)?

It is not a good tool. And the prove of it is that a lot of partners are 
providing parallel tools to make things that the developer studio would had to 
do.

I work with a 24" panoramic monitor + 22" 4:3 monitor + the 15" laptop monitor. 
And I use all three when using the developer studio. For me there is a waste of 
space when displaying a filter. All this information can be reorganized better 
way.
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Re: DevStudio Tool

[Guillaume Rheault]

thanks for the tip, works great

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Grooms, Frederick W [frederick.w.gro...@xo.com]
Sent: Friday, March 30, 2012 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

**
For ENHANCED SEARCH of filters to any form try the following

Make a working list of all directly related items to a form and then use the 
filtering options against that.

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
Sent: Friday, March 30, 2012 4:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

** Guillaume,

I know that Remedy development is very different from structured or object 
programming. But my point is about the quality and possibilities of their 
development tools.

I will explain in detail what I consider essential:

ONLINE DEBUG:
There is a tool in Remedy that allows you to debug step by step. But it's text 
based. I want to log in in debug mode, that executes normally. Set breakpoints 
at some filters. When these filters arrive stop execution, see the fields 
values at this particular moment, and continue executing filters step by step. 
If this can be done by text, Why is it not possible to do through dev studio?

UNITARY TEST:
Configure some actions (like creating a request with some values or call a 
service action with some values) and program the expected behavior. So when you 
run the unitary test the system checks it. Maintaining a library of unitary 
tests on your system and reexecuting them at every change, you get more 
control. I do it now, with some very complex situations, but I need to use 
SOAPUI to call a web service and get the response, checking it to see if it is 
valid.

GRAPHICAL ENHANCEMENTS LIKE BLOCKING OR HIDDING:
Set some elements in a view and group them in layers. Then you can easily hide 
a layer, but only when editing. Or you can block a layer, to be sure you can't 
select it.

ENFORCEMENT OF BEST PRACTICES:
Have a set of best practices configured (like naming convention) and the system 
automatically checks them. So if you brake a best practice the system warms you.

WORK WITH FIELDS NOT IN VIEW:
If you want to reconfigure or change a field that is not present in any view, 
then you must add it (where you can't search it from the fieldid, only by the 
name) to a view, change it and remove it again from the view.

ENHANCED SEARCH:
I can only search elements from one criteria. And the available criteria is not 
enough. If I want to list all filters with some word in the name that are part 
of a particular application, this is not possible. If I want to know which 
filters are used in a particular form, this is not possible (I can only search 
for the primary form, but not shared). I want to list all filters that use a 
particular field in the qualification, this is not possible. I have a Remedy 
form that feeds from the Remedy's data dictionary that can perform all these 
searches.

Under my point of view, the developer studio has the minimum set of feature to 
allow developing, but it is far from being a good tool.

Regards,

Jose Huerta
http://theremedyforit.com/




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, March 29, 2012 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

** Jose,

I think some of the points you mention are not applicable in the ARS world, 
since as you very well know, ARS is not a 3rd generation language like java or 
.net.
The general consensus is that ARS is greater than a 4th generation language, 
it's either 4.5 or 5th generation.
As a point of reference PL/SQL and T-SQL are 4th generation languages.

Therefore you cannot really compare the developer tool of a of 5th generation 
language with the developer tool of a 3rd generation language.
We need to compare apples to apples and oranges to oranges to make an objective 
and rational comparison.

So... if you are familiar with a 5th generation language's developer tool and 
want to compare it with Developer Studio, please go ahead and share your 
analysis, the community values them, and hopefully BMC will incorporate new 
features in future versions.

Guillaume

From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Jose Huerta
Sent: Thursday, March 29, 2012 8:27 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: DevStudio Tool

** I think that Developer Studio is not as good as it must be. You all talk 
about the great leap made from the admin tool to the developer studio. But 
under my point of view it's is like going from a very bad application to a bad 
application.

Have you seen other developer studios (like the Microsot&

Re: DevStudio Tool

[Guillaume Rheault]

Hola Jose

Thanks for the clarification, you make interesting points.
We know that David Easter monitors the ARS list, so maybe he can chime in on 
what he thinks about this

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jose Huerta [jose.hue...@sm2baleares.es]
Sent: Friday, March 30, 2012 5:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

** Guillaume,

I know that Remedy development is very different from structured or object 
programming. But my point is about the quality and possibilities of their 
development tools.

I will explain in detail what I consider essential:

ONLINE DEBUG:
There is a tool in Remedy that allows you to debug step by step. But it's text 
based. I want to log in in debug mode, that executes normally. Set breakpoints 
at some filters. When these filters arrive stop execution, see the fields 
values at this particular moment, and continue executing filters step by step. 
If this can be done by text, Why is it not possible to do through dev studio?

UNITARY TEST:
Configure some actions (like creating a request with some values or call a 
service action with some values) and program the expected behavior. So when you 
run the unitary test the system checks it. Maintaining a library of unitary 
tests on your system and reexecuting them at every change, you get more 
control. I do it now, with some very complex situations, but I need to use 
SOAPUI to call a web service and get the response, checking it to see if it is 
valid.

GRAPHICAL ENHANCEMENTS LIKE BLOCKING OR HIDDING:
Set some elements in a view and group them in layers. Then you can easily hide 
a layer, but only when editing. Or you can block a layer, to be sure you can't 
select it.

ENFORCEMENT OF BEST PRACTICES:
Have a set of best practices configured (like naming convention) and the system 
automatically checks them. So if you brake a best practice the system warms you.

WORK WITH FIELDS NOT IN VIEW:
If you want to reconfigure or change a field that is not present in any view, 
then you must add it (where you can't search it from the fieldid, only by the 
name) to a view, change it and remove it again from the view.

ENHANCED SEARCH:
I can only search elements from one criteria. And the available criteria is not 
enough. If I want to list all filters with some word in the name that are part 
of a particular application, this is not possible. If I want to know which 
filters are used in a particular form, this is not possible (I can only search 
for the primary form, but not shared). I want to list all filters that use a 
particular field in the qualification, this is not possible. I have a Remedy 
form that feeds from the Remedy's data dictionary that can perform all these 
searches.

Under my point of view, the developer studio has the minimum set of feature to 
allow developing, but it is far from being a good tool.

Regards,

Jose Huerta
http://theremedyforit.com/


On Thu, Mar 29, 2012 at 15:55, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Jose,

I think some of the points you mention are not applicable in the ARS world, 
since as you very well know, ARS is not a 3rd generation language like java or 
.net.
The general consensus is that ARS is greater than a 4th generation language, 
it's either 4.5 or 5th generation.
As a point of reference PL/SQL and T-SQL are 4th generation languages.

Therefore you cannot really compare the developer tool of a of 5th generation 
language with the developer tool of a 3rd generation language.
We need to compare apples to apples and oranges to oranges to make an objective 
and rational comparison.

So... if you are familiar with a 5th generation language's developer tool and 
want to compare it with Developer Studio, please go ahead and share your 
analysis, the community values them, and hopefully BMC will incorporate new 
features in future versions.

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Jose Huerta 
[jose.hue...@sm2baleares.es<mailto:jose.hue...@sm2baleares.es>]
Sent: Thursday, March 29, 2012 8:27 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: DevStudio Tool

** I think that Developer Studio is not as good as it must be. You all talk 
about the great leap made from the admin tool to the developer studio. But 
under my point of view it's is like going from a very bad application to a bad 
application.

Have you seen other developer studios (like the Microsot's one)? There are a 
lot of features missing in the current version that are the basis of other 
development environments like:

 - Online debugging
 - Unitary test
 - Graphical blocking of elements (to block some elements and work with others).
 - Enforcement of best practices.
 - Search objects: To answe

Re: DevStudio Tool

[Guillaume Rheault]

Shawn

I think I get your point about "would like the ability to do more powerful 
development on AR System", which if I understand you correctly, it would mean 
being able to do structural or object oriented programming.
This is a common thing, I believe, with tech folks that have knowledge of 
"real" programming (vs. GUI application development), that get involved in the 
ARS world. I was like that too, only two years after I graduated from computer 
engineering, I became a Remedy developer. At the beginning I missed the deep 
technical challenge that is removed with a high-level GUI app developer tool. 
But I made peace with that a long time ago and accepted the fact of what ARS 
is, a very high-level app development environment. From what I have seen, BMC 
will always keep ARS at that high level, since that was the original intent. So 
IMHO, ARS is not the right area for tech folks that need their daily deep tech 
fix  complementing that with actual programming like java, .net or other 
"programming" languages (maybe in other projects that have nothing to do with 
Remedy or integrations with Remedy, or developing tools or utilities using the 
Remedy API ) seems the way to go. Just a sugegstion

 my $0.02

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Pierson, Shawn [shawn.pier...@sug.com]
Sent: Thursday, March 29, 2012 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

**
When Developer Studio first came out, I was suspicious because it appeared to 
be part of a huge shift toward making Remedy more Java-like.  Consider that 
Developer Studio is basically just a customized version of Eclipse, which is 
the IDE quite a few Java developers use, and also keep in mind how many 
additional plugins have been added over the years mostly for ITSM.

Personally I am probably more in the same camp as Jose.  I would like the 
ability to do more powerful development on AR System, especially since I’ve 
been dabbling in Java and Android development using Eclipse for a while now and 
see some of the strengths of Eclipse being limited in Developer Studio.  At the 
same time, I want the option of keeping things as simple as possible with 
Remedy workflow, and would like to see them abstract things even more to where 
you can build workflow using something that looks like Visio to design 
processes that automatically generate code (sort of like Pentaho Spoon/Atrium 
Integrator is supposed to do.)  These things are not necessarily simple, but I 
think BMC can accomplish those types of things if that is their vision as well.

Either way, I now prefer Developer Studio over the old Admin Tool for the same 
reasons as most people here.  It was a bit of a learning curve, but once you’re 
past it, it should be smooth sailing.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, March 29, 2012 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

**
Jose,

I think some of the points you mention are not applicable in the ARS world, 
since as you very well know, ARS is not a 3rd generation language like java or 
.net.
The general consensus is that ARS is greater than a 4th generation language, 
it's either 4.5 or 5th generation.
As a point of reference PL/SQL and T-SQL are 4th generation languages.

Therefore you cannot really compare the developer tool of a of 5th generation 
language with the developer tool of a 3rd generation language.
We need to compare apples to apples and oranges to oranges to make an objective 
and rational comparison.

So... if you are familiar with a 5th generation language's developer tool and 
want to compare it with Developer Studio, please go ahead and share your 
analysis, the community values them, and hopefully BMC will incorporate new 
features in future versions.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jose Huerta [jose.hue...@sm2baleares.es]
Sent: Thursday, March 29, 2012 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool
** I think that Developer Studio is not as good as it must be. You all talk 
about the great leap made from the admin tool to the developer studio. But 
under my point of view it's is like going from a very bad application to a bad 
application.

Have you seen other developer studios (like the Microsot's one)? There are a 
lot of features missing in the current version that are the basis of other 
development environments like:

 - Online debugging
 - Unitary test
 - Graphical blocking of elements (to block some elements and work with others).
 - Enforcement of best practices.
 - Search objects: To answer the next questions: What are the active links that 
can change one particu

Re: DevStudio Tool

[Guillaume Rheault]

Jose,

I think some of the points you mention are not applicable in the ARS world, 
since as you very well know, ARS is not a 3rd generation language like java or 
.net.
The general consensus is that ARS is greater than a 4th generation language, 
it's either 4.5 or 5th generation.
As a point of reference PL/SQL and T-SQL are 4th generation languages.

Therefore you cannot really compare the developer tool of a of 5th generation 
language with the developer tool of a 3rd generation language.
We need to compare apples to apples and oranges to oranges to make an objective 
and rational comparison.

So... if you are familiar with a 5th generation language's developer tool and 
want to compare it with Developer Studio, please go ahead and share your 
analysis, the community values them, and hopefully BMC will incorporate new 
features in future versions.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jose Huerta [jose.hue...@sm2baleares.es]
Sent: Thursday, March 29, 2012 8:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

** I think that Developer Studio is not as good as it must be. You all talk 
about the great leap made from the admin tool to the developer studio. But 
under my point of view it's is like going from a very bad application to a bad 
application.

Have you seen other developer studios (like the Microsot's one)? There are a 
lot of features missing in the current version that are the basis of other 
development environments like:

 - Online debugging
 - Unitary test
 - Graphical blocking of elements (to block some elements and work with others).
 - Enforcement of best practices.
 - Search objects: To answer the next questions: What are the active links that 
can change one particular field? What filters are associated with a form (not 
only the main form, but also as a secondary form)?

It is not a good tool. And the prove of it is that a lot of partners are 
providing parallel tools to make things that the developer studio would had to 
do.

I work with a 24" panoramic monitor + 22" 4:3 monitor + the 15" laptop monitor. 
And I use all three when using the developer studio. For me there is a waste of 
space when displaying a filter. All this information can be reorganized better 
way.


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Re: DevStudio Tool

[Guillaume Rheault]

actually I do have another killer feature to mention, so that's five killer 
features:

5- the anywhere search on names of active links, filters, etc, 

if you have a good naming convention for workflow, this saves a LOT of time

my other 4 kilelr features are , in no particular order:

1- Undo-Redo
2- Ability to type (or paste) field names in the set fields or push fields 
mappings (along with the auto-complete feature)
3- performance (specially working with ITSM which has a ton of workflow)
4- relationships

I hope one day it will be possible for DevStudio to open a def file (without 
connecting to teh server), the same way that the good ol' IT Masters used to do

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Guillaume Rheault [guilla...@dcshq.com]
Sent: Wednesday, March 28, 2012 6:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

I've been working with DevStudio since it first came out in 7.5.
Learning curve was fairly steep at the beginning but definitely worth the time 
and effort.

I would never ever go back to the old Admin tool, even if that was a 
possibility.
If I had to be involved in a project with ARS 7.1 or older and I had to do a 
lot of development, I would put all my energy to convince management to upgrade 
to at least 7.5 in order to be able to use DevStudio, so I'd do all the 
development with DevStudio: I hope this sums how I feel about DevStudio and the 
old admin tool. . I truly believe that once you are comfortable with DevStudio, 
you will be much more productive (if you already are an experienced developer, 
that is).

what would I change about Dev Studio? What really annoyed me in DevStudio 7.5 
was the "over-grouping with the parentheses" in qualifications in join forms, 
active links, etc, but that has been fixed. I don't know  if it was 7.6.3 that 
fixed or not, since I jumped from DevStudio 7.5 to 7.6.4 SP2, and 7.64 SP2 does 
not "over-group" with parentheses, at least not how 7.5 did.

So to answer your question with DevStudio 7.6.4 SP2, what would I change? I 
can't think of anything right now

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Carin Sinclair [remedy...@gmail.com]
Sent: Wednesday, March 28, 2012 4:24 PM
To: arslist@ARSLIST.ORG
Subject: DevStudio Tool

Hello there all,

We would like to have your input on a Question.

How happy are you with  DevStudio 7.5-7.6 to do customizations?
Do you miss the Admintool?
Are you satisfied with the DevStudio functionality, usability and reliability.

If there was one thing you would change about DevStudio, what would it be?


Thank you
Carin

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Re: DevStudio Tool

[Guillaume Rheault]

I meant performance is awesome compared to the good ol' admin tool. it's 
dramatic.


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Guillaume Rheault [guilla...@dcshq.com]
Sent: Wednesday, March 28, 2012 7:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

BTW, IMHO, to me the 3 killer features of DevStudio are the

- Undo-Redo
- Ability to type (or paste) field names in the set fields or push fields 
mappings (along with the auto-complete feature)
- performance is really awesome compared to DevStudio (specially working with 
ITSM whaich has a ton of workflow)

the record relationships feature is very nice too, the wayrelationships are 
displayed, etc so that would be the 4th.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Guillaume Rheault [guilla...@dcshq.com]
Sent: Wednesday, March 28, 2012 6:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

I've been working with DevStudio since it first came out in 7.5.
Learning curve was fairly steep at the beginning but definitely worth the time 
and effort.

I would never ever go back to the old Admin tool, even if that was a 
possibility.
If I had to be involved in a project with ARS 7.1 or older and I had to do a 
lot of development, I would put all my energy to convince management to upgrade 
to at least 7.5 in order to be able to use DevStudio, so I'd do all the 
development with DevStudio: I hope this sums how I feel about DevStudio and the 
old admin tool. . I truly believe that once you are comfortable with DevStudio, 
you will be much more productive (if you already are an experienced developer, 
that is).

what would I change about Dev Studio? What really annoyed me in DevStudio 7.5 
was the "over-grouping with the parentheses" in qualifications in join forms, 
active links, etc, but that has been fixed. I don't know  if it was 7.6.3 that 
fixed or not, since I jumped from DevStudio 7.5 to 7.6.4 SP2, and 7.64 SP2 does 
not "over-group" with parentheses, at least not how 7.5 did.

So to answer your question with DevStudio 7.6.4 SP2, what would I change? I 
can't think of anything right now

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Carin Sinclair [remedy...@gmail.com]
Sent: Wednesday, March 28, 2012 4:24 PM
To: arslist@ARSLIST.ORG
Subject: DevStudio Tool

Hello there all,

We would like to have your input on a Question.

How happy are you with  DevStudio 7.5-7.6 to do customizations?
Do you miss the Admintool?
Are you satisfied with the DevStudio functionality, usability and reliability.

If there was one thing you would change about DevStudio, what would it be?


Thank you
Carin

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Re: DevStudio Tool

[Guillaume Rheault]

BTW, IMHO, to me the 3 killer features of DevStudio are the 

- Undo-Redo
- Ability to type (or paste) field names in the set fields or push fields 
mappings (along with the auto-complete feature)
- performance is really awesome compared to DevStudio (specially working with 
ITSM whaich has a ton of workflow)

the record relationships feature is very nice too, the wayrelationships are 
displayed, etc so that would be the 4th.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Guillaume Rheault [guilla...@dcshq.com]
Sent: Wednesday, March 28, 2012 6:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: DevStudio Tool

I've been working with DevStudio since it first came out in 7.5.
Learning curve was fairly steep at the beginning but definitely worth the time 
and effort.

I would never ever go back to the old Admin tool, even if that was a 
possibility.
If I had to be involved in a project with ARS 7.1 or older and I had to do a 
lot of development, I would put all my energy to convince management to upgrade 
to at least 7.5 in order to be able to use DevStudio, so I'd do all the 
development with DevStudio: I hope this sums how I feel about DevStudio and the 
old admin tool. . I truly believe that once you are comfortable with DevStudio, 
you will be much more productive (if you already are an experienced developer, 
that is).

what would I change about Dev Studio? What really annoyed me in DevStudio 7.5 
was the "over-grouping with the parentheses" in qualifications in join forms, 
active links, etc, but that has been fixed. I don't know  if it was 7.6.3 that 
fixed or not, since I jumped from DevStudio 7.5 to 7.6.4 SP2, and 7.64 SP2 does 
not "over-group" with parentheses, at least not how 7.5 did.

So to answer your question with DevStudio 7.6.4 SP2, what would I change? I 
can't think of anything right now

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Carin Sinclair [remedy...@gmail.com]
Sent: Wednesday, March 28, 2012 4:24 PM
To: arslist@ARSLIST.ORG
Subject: DevStudio Tool

Hello there all,

We would like to have your input on a Question.

How happy are you with  DevStudio 7.5-7.6 to do customizations?
Do you miss the Admintool?
Are you satisfied with the DevStudio functionality, usability and reliability.

If there was one thing you would change about DevStudio, what would it be?


Thank you
Carin

___
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Re: DevStudio Tool

[Guillaume Rheault]

I've been working with DevStudio since it first came out in 7.5.
Learning curve was fairly steep at the beginning but definitely worth the time 
and effort.

I would never ever go back to the old Admin tool, even if that was a 
possibility.
If I had to be involved in a project with ARS 7.1 or older and I had to do a 
lot of development, I would put all my energy to convince management to upgrade 
to at least 7.5 in order to be able to use DevStudio, so I'd do all the 
development with DevStudio: I hope this sums how I feel about DevStudio and the 
old admin tool. . I truly believe that once you are comfortable with DevStudio, 
you will be much more productive (if you already are an experienced developer, 
that is).

what would I change about Dev Studio? What really annoyed me in DevStudio 7.5 
was the "over-grouping with the parentheses" in qualifications in join forms, 
active links, etc, but that has been fixed. I don't know  if it was 7.6.3 that 
fixed or not, since I jumped from DevStudio 7.5 to 7.6.4 SP2, and 7.64 SP2 does 
not "over-group" with parentheses, at least not how 7.5 did.

So to answer your question with DevStudio 7.6.4 SP2, what would I change? I 
can't think of anything right now

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Carin Sinclair [remedy...@gmail.com]
Sent: Wednesday, March 28, 2012 4:24 PM
To: arslist@ARSLIST.ORG
Subject: DevStudio Tool

Hello there all,

We would like to have your input on a Question.

How happy are you with  DevStudio 7.5-7.6 to do customizations?
Do you miss the Admintool?
Are you satisfied with the DevStudio functionality, usability and reliability.

If there was one thing you would change about DevStudio, what would it be?


Thank you
Carin

___
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Re: Sr. Remedy Administrator/Developer - Denver, CO

[Guillaume Rheault]

To figure out what management really wants (vs. what they say they want)


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jose Huerta [jose.hue...@sm2baleares.es]
Sent: Wednesday, March 28, 2012 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sr. Remedy Administrator/Developer - Denver, CO

** I can't see why cosmology can help with the position...

El miércoles 28 de marzo de 2012, Guillaume Rheault 
mailto:guilla...@dcshq.com>> escribió:
> **
> Looks like they forgot to add Ninjitsu, cooking, cosmology and fluent Chinese 
> (reading, writing, speaking).
>
> Guillaume
>
> 
> From: Action Request System discussion list(ARSList) 
> [arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Ortega, Jesus 
> A [jesus.ort...@lyondellbasell.com<mailto:jesus.ort...@lyondellbasell.com>]
> Sent: Wednesday, March 28, 2012 10:03 AM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: Sr. Remedy Administrator/Developer - Denver, CO
>
> **
>
> I can see why they ran off the other guy.
>
>
>
> Jesus Ortega
>
> ITSM Technologist
>
> LyondellBasell Industries
>
> Office: 713 309-4914
>
> Cell:281 546-0735
>
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Candace
> Sent: Monday, March 26, 2012 9:44 AM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: JOB: Sr. Remedy Administrator/Developer - Denver, CO
>
>
>
> **
>
> The SR. REMEDY ADMINISTRATOR/DEVELOPER should be comfortable with, and have a 
> good understanding of, the ITIL framework, and must have experience with 
> previous IT Service Management (ITSM) releases (7 preferred). The SR. REMEDY 
> ADMINISTRATOR/DEVELOPER will oversee and work with an implementation team on 
> full ITSM implementations and maintain these implementations. This position 
> is accountable for development, administration, customization, integration, 
> architecture, and support of Remedy Action Request System Solutions, with a 
> very strong focus on the IT Service Management (ITSM) suite (Incident 
> Management, Configuration Management, Change Management, and CMDB) and 
> supporting applications and technologies (including Knowledge Management, 
> Service Request Management, Web Services, and LDAP integration). This 
> position is also responsible for system administration of the Bomgar server.
>
> QUALIFICATIONS:
>
> A minimum of 7 years of experience using Remedy systems, development of the 
> Remedy Action Request System, Remedy Information Technology Service 
> Management Suite applications, Crystal Reports, Crystal Enterprise, and HTML
> At least 10 years of experience with hardware, software, and information 
> technology support
> Experience with Analytics and report generation
> Must have the ability to provide positive customer service
> Excellent problem solving and technical writing skills
> Good customer presentation and project management skills
> Technical proficiency in advanced relevant technologies desired (BMC Remedy 
> Flashboards, Approval Engine, Web Services, LDAP integration, and API 
> programming; SQL Server; Oracle; UNIX; and other programming languages such 
> as Java; C++, .NET, etc.
> Must be able to obtain a favorable minimum background investigation (MBI) or 
> possess an active security clearance
> Ability to travel, if necessary
>
> RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:
>
> Gathering customer requirements
> Preparing design specifications documentation
> Application development
> Ongoing technical support and system maintenance
> Responding to user requests for data extraction, custom or ad-hoc database 
> reporting, or enhan
>
> _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the 
> Answers Are"_

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Project Manager

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Telf.: 971 75 03 24

Fax: 971 75 07 94


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La información contenida en este mensaje de correo electrónico es confidencial. 
La misma, es enviada con la intención de que únicamente sea leída por la 
persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas 
no está autorizado, por lo que e

Re: Sr. Remedy Administrator/Developer - Denver, CO

[Guillaume Rheault]

Looks like they forgot to add Ninjitsu, cooking, cosmology and fluent Chinese 
(reading, writing, speaking).

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Ortega, Jesus A [jesus.ort...@lyondellbasell.com]
Sent: Wednesday, March 28, 2012 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sr. Remedy Administrator/Developer - Denver, CO

**
I can see why they ran off the other guy.

Jesus Ortega
ITSM Technologist
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Candace
Sent: Monday, March 26, 2012 9:44 AM
To: arslist@ARSLIST.ORG
Subject: JOB: Sr. Remedy Administrator/Developer - Denver, CO

**
The SR. REMEDY ADMINISTRATOR/DEVELOPER should be comfortable with, and have a 
good understanding of, the ITIL framework, and must have experience with 
previous IT Service Management (ITSM) releases (7 preferred). The SR. REMEDY 
ADMINISTRATOR/DEVELOPER will oversee and work with an implementation team on 
full ITSM implementations and maintain these implementations. This position is 
accountable for development, administration, customization, integration, 
architecture, and support of Remedy Action Request System Solutions, with a 
very strong focus on the IT Service Management (ITSM) suite (Incident 
Management, Configuration Management, Change Management, and CMDB) and 
supporting applications and technologies (including Knowledge Management, 
Service Request Management, Web Services, and LDAP integration). This position 
is also responsible for system administration of the Bomgar server.

QUALIFICATIONS:

  *   A minimum of 7 years of experience using Remedy systems, development of 
the Remedy Action Request System, Remedy Information Technology Service 
Management Suite applications, Crystal Reports, Crystal Enterprise, and HTML
  *   At least 10 years of experience with hardware, software, and information 
technology support
  *   Experience with Analytics and report generation
  *   Must have the ability to provide positive customer service
  *   Excellent problem solving and technical writing skills
  *   Good customer presentation and project management skills
  *   Technical proficiency in advanced relevant technologies desired (BMC 
Remedy Flashboards, Approval Engine, Web Services, LDAP integration, and API 
programming; SQL Server; Oracle; UNIX; and other programming languages such as 
Java; C++, .NET, etc.
  *   Must be able to obtain a favorable minimum background investigation (MBI) 
or possess an active security clearance
  *   Ability to travel, if necessary

RESPONSIBILITIES INCLUDE BUT ARE NOT LIMITED TO:

  *   Gathering customer requirements
  *   Preparing design specifications documentation
  *   Application development
  *   Ongoing technical support and system maintenance
  *   Responding to user requests for data extraction, custom or ad-hoc 
database reporting, or enhancements to system
  *   Providing end-user training, and system account administration and 
maintenance
  *   Designing, developing, and deploying Remedy AR System applications and 
technology systems
  *   Maintain and follow a Change Management Plan
  *   Monitor and tune the performance of servers
  *   Inform the Service Desk of server fault conditions at time of detection 
if end users are affected
  *   Respond to and resolve server performance problems and outage situations
  *   Perform trend analysis for server updates (such as adding memory, 
increasing disk space, etc.)
  *   Perform backups, restore and disaster recovery
  *   Test disaster recovery and redundant systems
  *   Perform account management duties
  *   Maintain operating system software and applications software with updates 
and patches.
  *   Install, maintain BMC Remedy Production, Development, and Hot Backup 
sites functions
  *   Hardware: 3-server production and 2-server development system in Denver, 
CO., 3-server backup in Reston, VA., and 4 additional servers for reporting and 
testing
  *   Create and modify custom code and forms as requested or required
  *   Perform install/upgrades and module install/upgrades on timetables agreed 
upon
  *   Monitor and recommend licensing of all modules
  *   Act as CMDB administrator
  *   Maintain custom views for each support group as needed
  *   Maintain security profiles for different groups
  *   Active member of the Service Desk CCB (Change Control Board)
  *   Use Change and Release Management for all changes made to the system
 *   Follow all documented Change and Release management procedures
 *   Maintain a development environment for testing approved changes
 *   Coordinate all releases with customers
  *   Build or aid in building training materials related to Remedy
  *   Build Reports
  *   Reconfigure system to meet changing business and reporting requirements
  *   Create process

Oracle / Sun / Research (was Kinetic Request at WalMart)

[Guillaume Rheault]

Axton, I agree with your analysis about the contradiction between short term 
profit gains and long term research and development, which necessitates several 
years of investment that may not result in any visible gains.

That's why even Bill Gates, with all the $$ that Microsoft has, has called for 
the government to spend more money in fundamental research:


"While private sector research and development is important, federal research 
funding is vital. Unfortunately, while other countries and regions, such as 
China and the European Union, are increasing their public investment in R&D, 
federal research spending in the United States is not keeping pace. To address 
this problem, I urge Congress to take action.

The Federal Government should increase funding for basic scientific research."

You can read the entire transcript of that 2007 senate hearing here:

http://www.microsoft.com/Presspass/exec/billg/speeches/2007/03-07Senate.mspx

This is before the economic crisis so things are worse now.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Axton [axton.gr...@gmail.com]
Sent: Monday, March 26, 2012 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Kinetic Request at WalMart

** I don't see the future as bright for the Sparc line when I see numbers like 
these:
http://www.itjungle.com/tfh/tfh032612-story09.html

They are also pushing Hitachi and Fujitsu out of the equation because it is not 
as profitable (per this article).

How long do you think Oracle will keep an unprofitable business line around?  
From what I've observed, Oracle doesn't seem to have much of an appetite for 
things that don't make money.

Sun did a lot of innovative things with Solaris.  I don't see that continuing 
under Oracle, except to the extent that the innovations aid appliance/database 
performance.  Sadly, when it comes to operating systems, application 
performance is only a small part of what makes a good operating system.

At the end of the day, it is what it is.  I don't think any of the paths for 
Sun were good.  I suppose I liked Sun for doing innovative things, even when 
they weren't profitable.  They developed and shaped a lot of what we all use 
today.  Sadly, their contributions are not what Wall Street or investors were 
looking for.  Research and development has a very specialized application in a 
market economy.  In the free market/capitalist paradigm, leaps and bounds in 
progress are hard to make.  A constant churn of small developments with a 
contained shelf-life, backed by aggressive marketing, are much more in line 
with the values of that system.

Axton Grams

The statements in this message are my opinion and don't necessarily reflect the 
values, opinions, or beliefs of anyone or anything else.


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Re: Kinetic Request at WalMart

[Guillaume Rheault]

John, I believe the fundamental question is whether Kinetic would ever be for 
sale, not whether BMC would want to swallow them. 

I believe that Kinetic will not be ever for sale, they have a solid road map of 
products. Why sale when you're doing great? I mean the only kind of people that 
would sell Kinetic would be wall street sharks (if they owned it) to cash in 
fast and furious, and retire in the Cayman islands, after hiding all the money 
in a swiss bank to avoid paying taxes The owners of Kinetic are 
diametrically the opposite of that

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of John Baker [jba...@javasystemsolutions.com]
Sent: Sunday, March 25, 2012 4:44 PM
To: arslist@ARSLIST.ORG
Subject: Kinetic Request at WalMart

Guillaume,

> Will BMC buy Kinetic? h

When a company is not very good at something, it's often quicker to buy a good 
solution than spend the same amount of money trying to build your own and 
running the risk of failing. I don't have enough experience to compare BMC SRM 
to Kinetic SRM, but one of those companies is agile and able to quickly respond 
to change, and the other is less so. If I were advising a corporate client who 
was procuring an SRM system, I would rate service, ability to respond to change 
and quality support more than brand and size.


John
--
SSO Plugin for BMC ITSM, HP ITSM, and more.
http://www.javasystemsolutions.com/jss/ssoplugin

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Re: Kinetic Request at WalMart

[Guillaume Rheault]

Hi Axton,

At the time Sun was on sale, my understanding was the first potential buyer was 
IBM, then Oracle jumped in.
I truly believe that IBM getting Sun would have been much worse, since they 
already have hardware (server and storage) a UNIX OS, database, etc.
I think the only thing from Sun that would have survived with IBM would have 
been Java. Similar situation I think if HP had acquired Sun... They probably 
would have kept more software than IBM for a while longer until they figured 
what to do with it...

Oracle has certainly chopped several pieces, but I think the alternative would 
have been much worse.

My $0.02

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Axton [axton.gr...@gmail.com]
Sent: Saturday, March 24, 2012 12:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Kinetic Request at WalMart

** Publicly traded companies are much easier to acquire.  It takes less 
convincing and more coercing.  With a private company, there is usually a 
person or small group of people that have to be convinced to sell, and it's not 
always about the money; i.e., you can't buy what is not for sale.

Oracle buying Sun is a good thing?  I'm sad to see that so many great things 
have died or are dying on the vine.  I'm sad to see the people that made or use 
these technologies alienated from them. Most of the talent that made those 
things what they are seem to have left the building.
http://blogs.computerworld.com/16741/oracle_dumps_opensolaris
http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf
http://www.infoworld.com/d/the-industry-standard/suns-stars-where-are-they-now-and-why-did-they-leave-765
http://www.itbusinessedge.com/cm/blogs/enderle/oracle-s-40-percent-hardware-slide-is-sun-doa/?cs=46335
http://www.androidpolice.com/2011/12/20/oracle-claims-android-is-stealing-javas-traditionally-strong-phone-tv-and-tablet-market-share-really-guys/
http://www.java.net/forum/topic/javadesktop/java-desktop-technologies/java-3d/unsigned-entry-j3dcorejar

My two cents.

Axton Grams

On Sat, Mar 24, 2012 at 9:40 AM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
I don't think Oracle is interested at all in acquiring BMC, I don't think t 
would be a good fit for either one.
However, it was a very good thing that Oracle got Sun, including all the 
hardware (SPARC, storage, etc) and all the software (Java, Solaris, etc).
Looks like the only part that is not clear in that acquisition is mySQL, we'll 
see.

Will BMC buy Kinetic? h

IBM was in the ITSM game a long time ago with Tivoli that's been dead for a 
long time, I don't think it will resuscitate ever.


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Gordon Frank 
[gjj...@comcast.net<mailto:gjj...@comcast.net>]
Sent: Saturday, March 24, 2012 8:25 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

Subject: Re: Kinetic Request at WalMart

**

When does BMC buy out Kinetic? Any bets? This seems to be the trend. Might be a 
good thing.



Here's one: When does Oracle buy out BMC? Peoplesoft, Sun, Java, Remedy, 
Kinetic,
Numara, Business Objects - TBD, when does SAP say enough?. Of course then 
Microsoft will

include it all in their new Operating System. Where's a good Google attack when 
you need

one. Google as bundled everything else, why not Service Management too?



Maybe it's time for IBM to get back in the game. They are still the silent one 
that most

businesses are still using.



To quote the Wicked Witch of the West, "Whata World, Whata World!"



From: "Rick Sharp" mailto:rickshar...@yahoo.com>>
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Sent: Friday, March 23, 2012 10:20:29 PM
Subject: Re: Kinetic Request at WalMart

OMG 

Sent via BlackBerry by AT&T

-Original Message-
From: John Sundberg 
mailto:john.sundb...@kineticdata.com>>
Sender:   "Action Request System discussion list(ARSList)" 
mailto:arslist@ARSLIST.ORG>>
Date: Fri, 23 Mar 2012 20:55:12
To: mailto:arslist@ARSLIST.ORG>>
Reply-To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Kinetic Request at WalMart

According to this google search - I can get Kinetic Request at WalMart. I might 
just swing by this weekend and ask the greeter where I can pick up a copy.

:)

-John


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Re: Kinetic Request at WalMart

[Guillaume Rheault]

I don't think Oracle is interested at all in acquiring BMC, I don't think t 
would be a good fit for either one.
However, it was a very good thing that Oracle got Sun, including all the 
hardware (SPARC, storage, etc) and all the software (Java, Solaris, etc).
Looks like the only part that is not clear in that acquisition is mySQL, we'll 
see.

Will BMC buy Kinetic? h

IBM was in the ITSM game a long time ago with Tivoli that's been dead for a 
long time, I don't think it will resuscitate ever.


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Gordon Frank [gjj...@comcast.net]
Sent: Saturday, March 24, 2012 8:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Kinetic Request at WalMart

**

When does BMC buy out Kinetic? Any bets? This seems to be the trend. Might be a 
good thing.



Here's one: When does Oracle buy out BMC? Peoplesoft, Sun, Java, Remedy, 
Kinetic,
Numara, Business Objects - TBD, when does SAP say enough?. Of course then 
Microsoft will

include it all in their new Operating System. Where's a good Google attack when 
you need

one. Google as bundled everything else, why not Service Management too?



Maybe it's time for IBM to get back in the game. They are still the silent one 
that most

businesses are still using.



To quote the Wicked Witch of the West, "Whata World, Whata World!"



From: "Rick Sharp" 
To: arslist@ARSLIST.ORG
Sent: Friday, March 23, 2012 10:20:29 PM
Subject: Re: Kinetic Request at WalMart

OMG 

Sent via BlackBerry by AT&T

-Original Message-
From: John Sundberg 
Sender:   "Action Request System discussion list(ARSList)" 

Date: Fri, 23 Mar 2012 20:55:12
To: 
Reply-To: arslist@ARSLIST.ORG
Subject: Kinetic Request at WalMart

According to this google search - I can get Kinetic Request at WalMart. I might 
just swing by this weekend and ask the greeter where I can pick up a copy.

:)

-John


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Re: Question:What is the best way to migrate data,def, config? Answer: RRRChive

[Guillaume Rheault]

Amol,

BMC does not support Delta Data Migrator (DDM) for the initial data load, only 
for delta migrations on upgraded systems (that's probably why it is called DDM 
instead of DM)

So for instance, if you have a new environment with 7.6.04 ITSM server, that 
was set up as a new install (not an upgrade) and you want to migrate the data 
from your existing pre- 7.6.04 server into the new 7.6.04 environment, you 
cannot use DDM because BMC Support will not support the initial data migration; 
BMC will only support delta data migrations to a target system that was 
upgraded.

So the DDM tool is limited to that specific scenario. Very limiting and bad.

So the best tool that can be used for this scenario, that  is robust, reliable, 
field tested and easy to use is RRR|Chive

It's incredible and mind-boggling that BMC, one of the biggest software 
corporations, created a data migration tool that is inferior and less capable 
than the tool created by the expert Misi, RRR|Chive. 

The same could be said if their SRM tool and the ITSM change calendar and how 
it compares with Kinetic Calendar and Request.

BMC should take a deep look at all the millions of $$ they are wasting in 
R&D.

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Amol Dixit [amol_di...@bmc.com]
Sent: Friday, February 24, 2012 12:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question:What is the best way to migrate data,def, config?

I suggest Migrator. Migrator had the capability to migrate the definations as 
well as data. config is nothing but data again.

Also in future if you need move the deltas we have Delta Data Migrator (DDM)

Amol Dixit

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.

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Re: OT: has anyone seen ME ServiceDesk

[Guillaume Rheault]

I would say ServiceDesk Plus is the competition for Service-Never

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Martinez, Marcelo A [marc...@cpchem.com]
Sent: Friday, February 17, 2012 10:12 AM
To: arslist@ARSLIST.ORG
Subject: OT: has anyone seen ME ServiceDesk

**
Has anyone taken a look at ManageEngine’s ServiceDesk Plus?

It is a very light application, runs on MySQL, cheap, and installs faster that 
it takes to go get coffee. Oh, and it’s ITIL ready.  Very good app for smaller 
companies. Has incident, problem, change, asset, self-service, dashboards…


Happy Friday

Marcelo

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Re: Data Wizard

[Guillaume Rheault]

Jesus,

The issues you describe see to me bugs. What version of ITSm are you using?

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Ortega, Jesus A [jesus.ort...@lyondellbasell.com]
Sent: Friday, March 16, 2012 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Wizard

**
Lars,
It will change the support group name, not the ID, on many of the ITSM forms 
and update functional roles for the people in that group. However, it does not 
update any templates that are using that group. So, if have any change, work 
order, or Incident templates where use that support group, make sure to change 
the ownership first to another group or it could corrupt the templates. That 
has happened to me with infrastructure change templates.  Make sure to check 
the group notification option on the support group after you’ve renamed it. It 
will set it to no and that group will not get messages when a group 
notification event fires.

Jesus Ortega
ITSM Technologist
LyondellBasell Industries
Office: 713 309-4914
Cell:281 546-0735
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of lars.j.petters...@vattenfall.com
Sent: Friday, March 16, 2012 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Data Wizard

**
Hello, if I use Data Wizard in ITSM and change the name of a Support Group, 
will that name be changed in all forms where Support Group exist?
Any issues with this function? I tried it, but I found at least one form where 
the name not was changed.(Supportgroup Lead).

// Lars

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Re: Script Generation

[Guillaume Rheault]

hi LJ,

I don't think the ARS platform will die or diminish any time soon BMC keeps 
investing in it a whole lot. 
If ARS dies, BMC might die with it, or at least it would be seriously 
handicapped. That's just my opinion.

The point that I am trying to make is this, and I will try to explain in simple 
terms:

There are two types of application development environments:

1. A development environment where the programmer/developer can create an 
application and sell it to the public, without licensing limitations or 
hindrances and without having to pay somebody for the platform license. This is 
the case I believe with java, .net, PHP, etc. AR System does not fall in this 
category, because the customer still needs to pay BMC for the AR Server license 
and the ARS user licenses for any custom application, in addition to support 
fees.

2. A development environment where the programmer/developer extends and 
customizes a vendor application, and creates new modules that will serve 
exclusively his organization needs/requirements. This is the category where AR 
System is, and maybe Sharepoint, although I do now know the licensing 
restrictions with Microsoft (and I don't care).

Two very different scenarios and really two different worlds.

I personally think BMC has done a tremendous job with the AR System, and I 
trust they will keep up the good work there. The evidence is promising; 
overlays, better mid-tier architecture, better performance and manageability, 
new UI features, etc etc. A++ for Doug, David Easter and all the 
programmers at BMC. Let's squash CA, HP and service-now.

However, this does not mean that I would develop an application from scratch in 
AR System and try to sell it to the public: that's a non-starter under the 
present circumstances, specially the licensing.

I hope I was able to clarify my point of view

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of LJ LongWing [lj.longw...@gmail.com]
Sent: Friday, January 13, 2012 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Script Generation

Guillaume,
I will agree that ever since 'Remedy' sold out the first time to make it
owned by someone else, the drive for 'Remedy as a platform' has diminished
if not entirely died.  I have built my career around Remedy and don't want
to see the platform die as a platform...but that's truly not up to me.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, January 12, 2012 4:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Script Generation

Shawn ,

I need to chive in because I think everybody that has replied to the threads
is missing the point, except you. You got it. When you state that BMC seems
to be going away from AR System as a development platform, I think you are
almost right: I do not think that BMC has ever really intended for AR System
to be a development environment where third parties can build their
applications on ARS and sell them.

Case in point: you may remember the deployable applications in version ARS
6.0 (if my memory serves me well) had the ability for a license key to be
entered. Therefore, the application would run, but without the license key
the end user (the customer) could not view or update the objects in the
application with the admin tool. Well all that stuff was done away with and
scrapped in ARS 7.0 (if my memory serves me right). That feature was
marketed by then by BMC as a step  in the direction for allowing third
parties to build their applications, and possibly sell them in what was
referred to as the BMC MarketPlace (if I remeber well). Well that whole
thing fell apart. Since then, I have not heard anything to suggest that BMC
is even considering that again.

Therefore all these wishes about better version control, scripting and such,
are really not that important if BMC does not really make the ARS a
development platform that would be used for applications other than ITSM, or
for custom modules developed at customer sites that complement the ITSM
suite. Sure it would make the life of the Remedy administrator/developer
easier, and BMC is taking steps into that direction. But that is not enough.
There is the issue of licensing.

If I was going to develop applications from scratch and sell them to the
public, I would not consider doing that with AR System at all. 8 years ago
when the license-able deployable application was conceived in ARS 6.0, I
really considered that, but the issue then was always that customers need to
still pay an ARS server license key and ARS user licenses, in addition to
whatever they would pay for your app. So I was waiting for BMC to see what
was the next step. And the next step was to kill that feature and the market
place concept.

It seems to me ARS and ITSM/RKM/SRM/CMDB/ITBM need to 

Re: ADV: Re: [arslist] Script Generation

[Guillaume Rheault]

well... even programmers need to eat (sometimes). I don't think the $99 would 
feed everybody at Kinetic! (not even the $1 menu all day everyday)


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of patrick zandi [remedy...@gmail.com]
Sent: Thursday, January 12, 2012 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADV: Re: [arslist] Script Generation

** I agree john: how about running a $99.00 special.. download and install and 
use unlimited for 1 year... and then ask for a support key


On Thu, Jan 12, 2012 at 11:37 AM, John Sundberg 
mailto:john.sundb...@kineticdata.com>> wrote:
**
(WARNING: I suggest Kinetic Request at the end)

And shareable.

And diffable.

And checkinable.

And search/replaced.

And typo checked.

And githubable.

And reusable.

And maturable…

List is long...


The whole ARS world of apps would be far better off and further along - if we 
could use the tons of tools that exist for these functions.


Could you imagine somebody including in an email to the ARSList the .def of 10 
filters to do something -- vs 10 code to do something?

In the long life of the ARSList -- I have seen very little examples of "code" 
or sharing of "code" -- other than "qualifications"…
(The lack of share-ability is a significant problem, and we see this within the 
apps produced too, they do different strategies for the same function within 
the apps themselves)


So - we spend our time discussing syntax of "if" conditions -- vs strategies of 
problem solving.


At some point -- somebody in the ARSList is going to invent "FIRE" -- and we 
will leave the cave person world.


BTW - might I suggest Kinetic Request be that FIRE…. (It does exactly what we 
are talking about)…

For client side:
You generate logic via forms (sort of admin tool in concept) -- then we 
generate the Javascript for you.
(You can touch the Javascript if you want)

Also --
For server side:
You generate logic via "a builder" (sort of Visio like) -- then we generate the 
JRuby for you.
(You can touch the JRuby if you want)

FOR FUN -- here is an example of a Kinetic form in KURL (Kinetic Uniform 
Request Language)
(131 lines in KURL -- my guess as an export in .def -- 10,000 lines)

service_item "iPad Case" do
  catalog "ACME"
  categories "Telecommunications Services"
  type "Telecom"
  description %`
iPad Case

  
http://storeimages.apple.com/1766/store.apple.com/Catalog/regional/amr/ipad/img/accessories-case.jpg"/>
  
  
  The iPad Case not only protects your iPad, it can be used in various 
positions. So it⿿s easy to type, look at photos and slideshows, or watch 
movies.

 
  `
  display_page "/themes/acme/displayPage.jsp"
  display_name ""
  header_content ""
  web_server "http://demo.kineticdata.com/kinetic/";
  data_set "SYSTEM_DEFAULTS"
  visible_to_group "0;"
  management_group "Public"
  submission_group "Public"
  priority "5"
  page "Initial Page",
:contents,
:horizontal_buttons,
:submit_button_value => "Submit",
:display_page => "/themes/acme/displayPage.jsp" do
text "Service Item Description", %`
iPad Case

  
http://storeimages.apple.com/1766/store.apple.com/Catalog/regional/amr/ipad/img/accessories-case.jpg"/>
  
  
  The iPad Case not only protects your iPad, it can be used in various 
positions. So it⿿s easy to type, look at photos and slideshows, or watch 
movies.

 
  `
section  "Submitter" do
  style "display:none;"
end
question "Requester First Name", "First Name", :free_text,
  :required,
  :advance_default,
  :editor_label => "Req First Name",
  :answer_mapping => "First Name",
  :default_form => "KS_SAMPLE_People",
  :default_field => "First Name",
  :default_qual => "'AR Login'=$\\USER$",
  :size => "20",
  :rows => "1",
  :max => "50",
  :required_text => "Requester First Name"
question "Requester Last Name", "Last Name", :free_text,
  :required,
  :advance_default,
  :editor_label => "Req Last Name",
  :answer_mapping => "Last Name",
  :default_form => "KS_SAMPLE_People",
  :default_field => "Last Name",
  :default_qual => "'AR Login'=$\\USER$",
  :size => "20",
  :rows => "1",
  :max => "100",
  :required_text => "Requester Last Name"
question "Requester Employee Number", "Employee Number", :free_text,
  :advance_default,
  :editor_label => "Req Employee \#",
  :answer_mapping => "Contact ID",
  :default_form => "KS_SAMPLE_People",
  :default_field => "EmployeeNumber",
  :default_qual => "'AR Login'=$\\USER$",
  :size => "20",
  :rows => "1",
  :max => "20"
question "Requester Email Address", "Email", :email,
  :required,
  :advance_default,
  :editor_label => "Req Email Address",
  :answer_mapping => "Contact Info Value",
  :default_form => "KS_SAMPLE_People",
  :defau

Re: Script Generation

[Guillaume Rheault]

Shawn ,

I need to chive in because I think everybody that has replied to the threads is 
missing the point, except you. You got it. When you state that BMC seems to be 
going away from AR System as a development platform, I think you are almost 
right: I do not think that BMC has ever really intended for AR System to be a 
development environment where third parties can build their applications on ARS 
and sell them. 

Case in point: you may remember the deployable applications in version ARS 6.0 
(if my memory serves me well) had the ability for a license key to be entered. 
Therefore, the application would run, but without the license key the end user 
(the customer) could not view or update the objects in the application with the 
admin tool. Well all that stuff was done away with and scrapped in ARS 7.0 (if 
my memory serves me right). That feature was marketed by then by BMC as a step  
in the direction for allowing third parties to build their applications, and 
possibly sell them in what was referred to as the BMC MarketPlace (if I remeber 
well). Well that whole thing fell apart. Since then, I have not heard anything 
to suggest that BMC is even considering that again.

Therefore all these wishes about better version control, scripting and such, 
are really not that important if BMC does not really make the ARS a development 
platform that would be used for applications other than ITSM, or for custom 
modules developed at customer sites that complement the ITSM suite. Sure it 
would make the life of the Remedy administrator/developer easier, and BMC is 
taking steps into that direction. But that is not enough. There is the issue of 
licensing.

If I was going to develop applications from scratch and sell them to the 
public, I would not consider doing that with AR System at all. 8 years ago when 
the license-able deployable application was conceived in ARS 6.0, I really 
considered that, but the issue then was always that customers need to still pay 
an ARS server license key and ARS user licenses, in addition to whatever they 
would pay for your app. So I was waiting for BMC to see what was the next step. 
And the next step was to kill that feature and the market place concept. 

It seems to me ARS and ITSM/RKM/SRM/CMDB/ITBM need to be considered as a whole 
nowadays, because whatever new features need to be developed in those 
apps/suites, that will force new features to be developed in ARS. But I don't 
think new ARS features will be conceived for their own good/merit. You 
correctly point this out in your reply. 

So that's why in my previous replies, I believe that it is not accurate anymore 
to compare ARS by itself, with other programming languages or development 
frameworks. I would say it is more accurate to compare the ARS ITSM suite (with 
all the modules SRM, RKM, SLM, etc) with the equivalent suites from the 
competition, mostly HP, CA, IBM and service-now. 

-Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Pierson, Shawn [shawn.pier...@sug.com]
Sent: Thursday, January 12, 2012 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Script Generation

LJ,

I agree that you can do this to an extent within Remedy (although I don't agree 
with plugins for most things because it takes code outside of Remedy just like 
using stored procedures.)  When I was consulting, I remember one application 
using some stored procedures within the database, some Perl on the server 
called from filters, and I even had to build some VB 6 code in DLLs called via 
OLE within the Windows User Tool.  Supporting that system would have required 
someone with decent SQL, Perl, VB 6, and AR System development skills.  Even 
then, it would have been difficult to troubleshoot had something gone wrong.

Anyway I know you weren't arguing in favor of using plugins necessarily, and I 
do agree with you about the benefits of being able to edit Remedy objects via a 
text interface.  I was just trying to point out that I think SharePoint is 
closer to that model than anything else out there right now.  While there are 
downsides to SharePoint as Axton pointed out, I think it's a step in the right 
direction from a development standpoint.

BMC seems to be going further away from AR System as a development platform, so 
I don't see them really putting much more effort into expanding AR System 
functionality except when forced to.  I suspect that the only reason for the 
Overlay functionality, for example, was because BMC wanted to move more people 
to Remedy On Demand, and the Overlays meet the requirement of 1) having 
standard OOtB applications that BMC controls and upgrades all at once, at and 
2) at the same time allowing the flexibility to modify the applications to meet 
your business needs.  I really don't think that AR System as a development 
platform is their focus at all except as a way to modify and extend the OOtB 
suite.

Thanks

Re: Overlay and Applications

[Guillaume Rheault]

John,

It seems to me you are not familiar with the latest features of ARS or 
Mid-tier. To many features and enhancements have been introduced since ARS and 
mid-tier 6.3. It looks like you are not familiar with DevStudio either, since 
you refer to the admin tool.
The platform is being improved. BMC is a very large company and they are 
investing in ARS a lot. I would even say they are betting the farm on it, or 
close to it. Perhaps the rate of change is not as fast as we would desire 
(other would say it's too fast).

I think there is a change in the thinking: overlays is proof of that. The 
mid-tier is being re-designed. I am not here to speak for BMC: but it seems we 
are focusing too much on the negative. Other applications or app platforms are 
much worse: service-now is junk; the only thing that helps is was the SaaS 
model, and now  BMC offers that too. The old Peregrine service center was pure 
crap; Tivoli Service Desk was written in KML programming language as you may 
know: well, who the hell knows KML? Not many. You may be able to FoxPro dude 
faster than KML programmers.

I don't think it is accurate to compare a RAD environment or as matter of fact 
an application suite with a programming language. Two different worlds. You may 
compare Remedy with the equivalent from CA, IBM, HP or service-now. But not 
with a programming language, that is not accurate. Compare it with another RAD 
environment to be able to compare apples to apples. 

Seems to me you need an aggiornamento in the latest features of ARS and 
mid-tier sicne version 7.0 and later.

cheers Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of John Baker [jba...@javasystemsolutions.com]
Sent: Thursday, January 12, 2012 2:37 PM
To: arslist@ARSLIST.ORG
Subject: Overlay and Applications

Guillaume

I do take onboard your points but I have to disagree: AR System provides no 
version control. If you believe it does, please tell me how I revert a form to 
its state at any point in time since AR System was installed, and no, taking 
hourly backups of my database isn't a useful step forward.

I don't feel the 4/5/6GL discussion is relevant to my post (and it's not 
something I really recognise now-a-days). I'm talking about how to improve the 
platform, not the way in which it's used. And many problems in IT are not 
simply solved by some sticky tape, or a new cache, but a serious change in 
thinking. That's evident in MId Tier 6.3, and if the concept was pushed back to 
the AR System server level, the entire platform would benefit.

I appreciate change is never easy, but as other posters have pointed out, 
there's a lot of attraction to having an easy to use platform that can also 
happily compete with other platforms.

I've self-taught myself to write in a number of languages (yet I speak just 
one), and I don't see why AR System developers should be placed into a box and 
told they can only use the admin tool with limited functionality, no version 
control or useful development tools, or find a Java compiler and use another 
product. There's a lot of middle ground between those two poles.


John

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Re: Overlay and Applications

[Guillaume Rheault]

John,

I don't agree in regressing the ARS platform into a 3 GL or 3.5 GL. Posts have 
been submitted in the past where the consensus is that ARS is at least 4 GL, 
bordering on 5 GL.
The freedom is there for programmers to create applications in any language 
they like: Python, Java, .net, etc. Developers that want to program in 3 GL, go 
and do that in whatever you like,  but don't try to square the Remedy ARS 
cercle. Whether your company approves or not applications developed in whatever 
language or platform is another problem. But for those that don't like ARS 
development: comrades, get out of it and choose something that fulfills and 
enriches you, or that at least that you will find interesting or gratifying to 
do for 8 hours per day. 

ARS is rapid development, it has it advantages and limitations: that is the 
nature of it. You either like it and accept and live with it, or you don't and 
choose something else.

About what the Remedy code/definitions is stored in the database vs. files, I 
guess there is only a handful of people in the whole world that can answer that 
question. The design decisions taken more than 20 years ago may not apply 
nowadays, or apply less. The question is what is the problem to solve. Is the 
problem to solve faster start-up times, then the pre-load segments come in 
handy. Is the problem the mid-tier cache, the 764 versions has the sync cache 
feature and other features that alleviate that, not entirely but alleviate that.

On the other hand, putting the code in the database allows for queries to be 
done against the code, transactional integrity, backups, etc. So the question 
is what is the problem to be solved nowadays. if it is version control, BMC is 
incorporating version control capabilities in ARS.

What I think you are advocating is that ARS becomes like service-now, and that 
is not going to happen. Customers are realizing that service-now is NOT the 
silver bullet they were promised, and some of the service-now customers are 
going back to BMC Remedy. I recommend you get familiar with service-now to see 
all the shortcomings they have, and how they compare with ARS (latest versions 
of both products of course)

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of John Baker [jba...@javasystemsolutions.com]
Sent: Thursday, January 12, 2012 3:55 AM
To: arslist@ARSLIST.ORG
Subject: Overlay and Applications

Jose,

I'm pleased you agree and don't.

Let me tackle the don't: I'm not suggesting there shouldn't be a user 
interface/admin tool, and there is no reason why that can't remain. However, 
the current approach of trying to put workflow into a database isn't working 
because functionality that was available in the 1970s (according to the Wiki 
page, but 1990 is a more reasonble guess) proves difficult/impossible to 
implement in AR System.

Storing as a script will allow merges in seconds, side by side easy to read 
diff between two sets of workflow, multiple branches and branches on branches, 
access over ssh, a pretty web interface and integration to bug tracking systems 
(JIRA), test driven development - the list goes on. All of which is available 
for free or with little effort if workflow is stored as scripts, not stored 
into a database table.

The problem with the current model touches so many areas of AR System: When Mid 
Tier isn't required to store workflow in a memory cache and can simply point 
the browser at scripts, the "pre-cache" functionality will largely disappear 
and the product will become vastly less memory hungry and much quicker.

Perhaps I should ask, can anyone think of a disadvantage with taking workflow 
from the schema and into scripts?


John

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Re: Data migration from 7.6.0 server to 7.6.4 server

[Guillaume Rheault]

Hi Dan,

You probably already knows, but the only things that comes close is taking a 
look at the ITSM Data Management tool, Data Load Console.
The Sequence in the table field denotes the order of the data loads

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Dan [daniel.b.pritch...@gmail.com]
Sent: Monday, November 28, 2011 10:29 AM
To: arslist@ARSLIST.ORG
Subject: Data migration from 7.6.0 server to 7.6.4 server

Is there documentation out there that shows the order to which we
should migrate our data over.  We have built a new server and want to
push all of our production data over so that we can roll it over.   I
have looked but cannot seem to find an order to which we should
migrate.  We are using Remedy Migrator to do the push.  I would use
RRRChive from Misi but we cannot put additional software on our
systems.

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Re: Adding a Unique Index to COM:Company

[Guillaume Rheault]

I would not recommend that... next time he upgrades, he may run into issues, 
since that is an "invalid" customization.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Melissa reed [melissa.r...@stls.frb.org]
Sent: Thursday, November 03, 2011 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a Unique Index to COM:Company

** You can create the unique index on the base form, when you take it out of 
best practice mode.



From:"Cecil, Ken" 
To:arslist@ARSLIST.ORG
Date:11/03/2011 03:55 PM
Subject:Re: Adding a Unique Index to COM:Company
Sent by:"Action Request System discussion list(ARSList)" 





**
Just to confirm I checked and creating more than one unique index on 
COM:Company in 7.5.x was no problem.  So yeah, must be an overlay limitation as 
Guillaume reported.

Ken.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, November 03, 2011 4:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding a Unique Index to COM:Company

**
Hi Jase,

I am 99.% sure you cannot create a unique index on an overlaid form, that 
is a known limitation... You can only create unique indexes on custom forms.
So the only thing you can do is create two filters that fire on submit and 
modify:
1st one checks whether the value is already present in another record in teh 
same form
2nd props the error message

cheers

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jase Brandon [jasebran...@gmail.com]
Sent: Thursday, November 03, 2011 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Adding a Unique Index to COM:Company
** Hello All,
I need to add a unique index to the COM:Company form to ensure that a custom 
field maintains a distinct value on submit. But there is already a unique 
index on the Request ID field on COM:Company, and dev studio won't give me the 
option to add another unique index on the field I want.
I thought "oh yeah - only one unique index per form", then for jokes n' grins - 
I checked HPD:HelpDesk - which has two unique indexes, both character indexes. 
So that proves more than one unique index is available per form. What am I 
doing wrong? Any suggestions from the gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_
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Are"_

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Re: Adding a Unique Index to COM:Company

[Guillaume Rheault]

Hi Jase,

I am 99.% sure you cannot create a unique index on an overlaid form, that 
is a known limitation... You can only create unique indexes on custom forms.
So the only thing you can do is create two filters that fire on submit and 
modify:
1st one checks whether the value is already present in another record in teh 
same form
2nd props the error message

cheers

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Jase Brandon [jasebran...@gmail.com]
Sent: Thursday, November 03, 2011 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Adding a Unique Index to COM:Company

** Hello All,
I need to add a unique index to the COM:Company form to ensure that a custom 
field maintains a distinct value on submit. But there is already a unique 
index on the Request ID field on COM:Company, and dev studio won't give me the 
option to add another unique index on the field I want.
I thought "oh yeah - only one unique index per form", then for jokes n' grins - 
I checked HPD:HelpDesk - which has two unique indexes, both character indexes. 
So that proves more than one unique index is available per form. What am I 
doing wrong? Any suggestions from the gang? :-)
FYI... COM:Company is already overlaid as well as the view I'm working with.

Thanks in Advance,

Jase Brandon
7.6.04 SP1
Windows 2008
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Any recommendations on Oracle 11.2 init.ora settings with v7.1

[Guillaume Rheault]

Hi Geoff, one more thing:

If your clobs were not in row BEFORE you installated the ITSM apps, you may 
want to contact BMC support so they give you the procedure on how to convert 
out-of-row clobs into in-row clobs.
The ar.conf setting will not convert anything, it is only used when new 
unlimited (actually greater than 4000 characters) or diary fields are being 
created

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Guillaume Rheault [guilla...@dcshq.com]
Sent: Monday, October 31, 2011 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any recommendations on Oracle 11.2 init.ora settings with v7.1

**
Hi Geoff,

The recommendation on CLOBs is to have them inline. So the entry in the ar.conf 
file should be:

Oracle-Clob-Storage-In-Row: T

The results cache is a new 11g feature... what I am referring to is to alter 
the T tables related to the looukp ITSM forms so they are kept in the KEEP 
cache, which is the memory area where the tables are pinned.
Ask your DBA about it, he should know about it.

The partitioning of the tables is not done at the Remedy level, it is done at 
the database level. Again your DBA should be familiar with this...

Guillaume




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Geoffrey Endresen [geoffer...@gmail.com]
Sent: Wednesday, October 26, 2011 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any recommendations on Oracle 11.2 init.ora settings with v7.1

** Guilluame,

Thanks for the reply. We have around 20GB shared on a huge DB host that is only 
for Remedy.

> In addition to the documented usual settings (cursor sharing = FORCE, in-line 
> CLOB)
We are using FORCE.
What is the in-line CLOB recommendation?

> consider pinning in memory the ITSM lookup tables (people, user, group, 
> support groups, categorizations, etc).
Good Idea. This is the same as the results cache, right?

>Also consider partitioning your transaction tables (incidents, tasks, etc).
I did not know that a Remedy tables could actually be partitioned.
For example HPD:HelpDesk has too many entries.
It would be great to have the T-table that coule be partitioned by Create_Date.
How is that done?

Thanks,
-Geoff

On Wed, Oct 26, 2011 at 7:31 AM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
How much memory do you have on your database server? Is it a dedicated database 
to Remedy?

In addition to the documented usual settings (cursor sharing = FORCE, in-line 
CLOB) consider pinning in memory the ITSM lookup tables (people, user, group, 
support groups, categorizations, etc). Also consider partitioning your 
transaction tables (incidents, tasks, etc).

In any case, your DBA should run the SQL Tuning Advisor, SQL Access Advisor and 
SQL Performance Advisor, and analyze the recommendations

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Geoffrey 
Endresen [geoffer...@gmail.com<mailto:geoffer...@gmail.com>]
Sent: Wednesday, October 26, 2011 10:13 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Any recommendations on Oracle 11.2 init.ora settings with v7.1

**
All,

I've seen a few people that are using the 11.2 Oracle with the Oracle 10g 
client from the application servers. I'm interested in oracle settings in the 
init.ora that give best performance for a shared DB server for a Server Group. 
We have about 12 hosts in our server group now. We don't plan to upgrade to 
v7.6 until next year.

The only setting we are currently using is the ar.conf setting for Cursor 
Sharing = FORCE

--
-Geoff Endresen
Amazon.com
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
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Are"_



--
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Amazon.com
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Re: Any recommendations on Oracle 11.2 init.ora settings with v7.1

[Guillaume Rheault]

Hi Geoff,

The recommendation on CLOBs is to have them inline. So the entry in the ar.conf 
file should be:

Oracle-Clob-Storage-In-Row: T

The results cache is a new 11g feature... what I am referring to is to alter 
the T tables related to the looukp ITSM forms so they are kept in the KEEP 
cache, which is the memory area where the tables are pinned.
Ask your DBA about it, he should know about it.

The partitioning of the tables is not done at the Remedy level, it is done at 
the database level. Again your DBA should be familiar with this...

Guillaume




From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Geoffrey Endresen [geoffer...@gmail.com]
Sent: Wednesday, October 26, 2011 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any recommendations on Oracle 11.2 init.ora settings with v7.1

** Guilluame,

Thanks for the reply. We have around 20GB shared on a huge DB host that is only 
for Remedy.

> In addition to the documented usual settings (cursor sharing = FORCE, in-line 
> CLOB)
We are using FORCE.
What is the in-line CLOB recommendation?

> consider pinning in memory the ITSM lookup tables (people, user, group, 
> support groups, categorizations, etc).
Good Idea. This is the same as the results cache, right?

>Also consider partitioning your transaction tables (incidents, tasks, etc).
I did not know that a Remedy tables could actually be partitioned.
For example HPD:HelpDesk has too many entries.
It would be great to have the T-table that coule be partitioned by Create_Date.
How is that done?

Thanks,
-Geoff

On Wed, Oct 26, 2011 at 7:31 AM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
How much memory do you have on your database server? Is it a dedicated database 
to Remedy?

In addition to the documented usual settings (cursor sharing = FORCE, in-line 
CLOB) consider pinning in memory the ITSM lookup tables (people, user, group, 
support groups, categorizations, etc). Also consider partitioning your 
transaction tables (incidents, tasks, etc).

In any case, your DBA should run the SQL Tuning Advisor, SQL Access Advisor and 
SQL Performance Advisor, and analyze the recommendations

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Geoffrey 
Endresen [geoffer...@gmail.com<mailto:geoffer...@gmail.com>]
Sent: Wednesday, October 26, 2011 10:13 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Any recommendations on Oracle 11.2 init.ora settings with v7.1

**
All,

I've seen a few people that are using the 11.2 Oracle with the Oracle 10g 
client from the application servers. I'm interested in oracle settings in the 
init.ora that give best performance for a shared DB server for a Server Group. 
We have about 12 hosts in our server group now. We don't plan to upgrade to 
v7.6 until next year.

The only setting we are currently using is the ar.conf setting for Cursor 
Sharing = FORCE

--
-Geoff Endresen
Amazon.com
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_
_attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the Answers 
Are"_



--
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Amazon.com
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Re: Any recommendations on Oracle 11.2 init.ora settings with v7.1

[Guillaume Rheault]

How much memory do you have on your database server? Is it a dedicated database 
to Remedy?

In addition to the documented usual settings (cursor sharing = FORCE, in-line 
CLOB) consider pinning in memory the ITSM lookup tables (people, user, group, 
support groups, categorizations, etc). Also consider partitioning your 
transaction tables (incidents, tasks, etc).

In any case, your DBA should run the SQL Tuning Advisor, SQL Access Advisor and 
SQL Performance Advisor, and analyze the recommendations

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Geoffrey Endresen [geoffer...@gmail.com]
Sent: Wednesday, October 26, 2011 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Any recommendations on Oracle 11.2 init.ora settings with v7.1

**
All,

I've seen a few people that are using the 11.2 Oracle with the Oracle 10g 
client from the application servers. I'm interested in oracle settings in the 
init.ora that give best performance for a shared DB server for a Server Group. 
We have about 12 hosts in our server group now. We don't plan to upgrade to 
v7.6 until next year.

The only setting we are currently using is the ar.conf setting for Cursor 
Sharing = FORCE

--
-Geoff Endresen
Amazon.com
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Atrium SSO and CAC Authentication

[Guillaume Rheault]

agree. However, for that to happen, it would mean that the marketing people 
would take a back seat...they need to let go the reins.
but this is hard to do in public companies. As you know, this topic has been on 
for at least the past 5 years so obviously it's not easy to tell the marketing 
and spreadsheet people to take a hike or at least a sabatical

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Monday, October 17, 2011 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium SSO and CAC Authentication

** Agreed about the process; this is NOT a "Support problem".  Bugs come from 
Engineering through QA, and then become Support's problem.  Fix the balance 
between Engineering and QA, and you don't have an overloaded support department 
and ticked off customers.  Why is this so hard for BMC to figure out and 
implement?  I know they have people there smarter than I am.

Rick



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Re: ITSM 7.6.04 and ARS 7.6.04 SP2 is out

[Guillaume Rheault]

we'll do a fresh install , no upgrade



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Friday, October 14, 2011 10:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 and ARS 7.6.04 SP2 is out

**

Awesome!!! If you get a chance to install / upgrade, let us know if your 
experiences qualifies for Friday Humor :-)

Just kidding

Joe

From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Friday, October 14, 2011 10:12 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.04 and ARS 7.6.04 SP2 is out

**
Finally,

ITSM 7.6.04 and ARS 7.6.04 SP2 is out!!

Guillaume
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ITSM 7.6.04 and ARS 7.6.04 SP2 is out

[Guillaume Rheault]

Finally,

ITSM 7.6.04 and ARS 7.6.04 SP2 is out!!

Guillaume

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Re: Atrium SSO and CAC Authentication

[Guillaume Rheault]

Hi Matt,

Are you volunteering to be our "BMC Support expediter" ? 
Beware of what you are getting into ;-)

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Matt Laurenceau [matt.laurenc...@gmail.com]
Sent: Wednesday, October 12, 2011 3:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium SSO and CAC Authentication

Thanks for the heads-up.

What do you mean by "BMC support are quite lacking." ? (let's fix this :)

Take care,


Matt Laurenceau
Senior Community Ambassador, BMC Communities
matthieu_laurenc...@bmc.com
Follow me @Matt_L
Skype: matt.laurenceau


On 12 oct. 2011, at 21:00, Mike Ziniti  wrote:

> Hi,
>
> Has anyone successfully implemented Atrium SSO using CAC authentication? If
> so I'm looking for some help on how to correctly set it up since the
> documentation and BMC support are quite lacking.
>
> TIA,
>
> Mike
>
> --
> View this message in context: 
> http://ars-action-request-system.1093659.n2.nabble.com/Atrium-SSO-and-CAC-Authentication-tp6886321p6886321.html
> Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
>
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Re: 7.6.04 SP2

[Guillaume Rheault]

I still don't see the ITSM 7.6.04 SP2 or ARS 7.6.04 SP2
I only see the Atrium Core7.6.04 SP2


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Patrick Zandi [remedy...@gmail.com]
Sent: Wednesday, October 12, 2011 6:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 SP2

Epd select tab patches select product itsm or favorites... Core sp2/ etc is 
there. I am awaiting either 3 or 7.7

Sent from my iPhone so typo's or funky words can and do happen!

On Oct 12, 2011, at 5:59 PM, strauss  wrote:

> I don't see the actual products yet, either.
>
> 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:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
> Sent: Wednesday, October 12, 2011 4:41 PM
> To: arslist@ARSLIST.ORG
> Subject: 7.6.04 SP2
>
> Does anyone see the downloads for this yet?  I received the notification for 
> it and some of the problems we are having with our system are corrected in 
> SP2.
>
> I looked on the EDP site and did not see it.
>
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> System Services Tower North - 2:105
> 920 Frostwood, Houston, TX 77024
> claire.sanf...@memorialhermann.org
>
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Re: Windows 7 and Internet Explorer version 9

[Guillaume Rheault]

There have been posts that there are problems with ITSM 7.6.04 and IE 9
Whether ITSM 7.6.00 is compatible with IE 9... you may be the first one to find 
out!

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Spangler Robert C CIV USSTRATCOM/JWAC [rspan...@jwac.mil]
Sent: Wednesday, October 12, 2011 2:30 PM
To: arslist@ARSLIST.ORG
Subject: Windows 7 and Internet Explorer version 9

**
We are getting ready to upgrade to Windows 7 and Internet Explorer version 9.  
Does ARS 7.5 and ITSM 7.6 support these?  Thanks
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Re: Next Request ID Block Size - Info required

[Guillaume Rheault]

Great conversation, and hopefully the bear from the black forest will show up 
:-) !

The solution to this is probably to steer away from Entry Ids, and rely on 
GUIDs instead. I think BMC is moving into that direction, when will that happen 
I don't know.
BTW the concept of the "next request ID block size" is very similar from Oracle 
sequences, maybe BMC got the idea from there. In Oracle, sequences can also 
have holes if there is some kind of crash or threads die suddenly. Since 
sequences are kept in memory (for speed of retrieval and update), awhen there 
is a crash, the sequence will have holes; this is known issue that people and 
developers deal with. Maybe 11g has aliviated some of these issues, but I have 
not seen anything that would point to that.

I believe SQL Server also has sequences, but I don't know how it's implemented 
there.

So... the concept is definitely useful and has many applications, whether in 
the Remedy realm or other realms, in applications of all sorts where large 
amounts of data is processed; since companies and people and systems keep 
producing more and more data for pretty much anything, it was just a matter of 
time that Remedy would follow the concept.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Wednesday, October 12, 2011 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Next Request ID Block Size - Info required

** I agree with your technical dissection of the construct, Axton.  When I 
presented my findings to BMC a few years ago, their engineers basically said 
the same thing.  I have no problem with the idea behind it, or its function.  
It certainly has a real value to a relatively few larger customers who pump 
thousands or tens of thousands of entries into their Remedy systems daily.

But that's where the value ends, IMO.  I therefore don't understand why BMC 
made this setting (value depends on the version) the default across all forms, 
since it messes up, or presents the potential to mess up, other things.  These 
aren't big things, but they are anomalies in say, the synchronization between 
Entry ID and Create Date, or the possibility of missing Entry IDs, that are 
introduced with no corresponding value add.  I would like to see BMC explain 
their decision to apply OOB settings for all customers that really offer value 
only to a very small percentage of their customers.

Rick

On Wed, Oct 12, 2011 at 9:50 AM, Axton 
mailto:axton.gr...@gmail.com>> wrote:
** If one transaction updates arschema.nextid, does it's other processing, then 
commits, any subsequent update to that row in arschema will be blocked until 
that commit on the initial transaction completes.  This will occur if 
"Next-ID-Commit:F", which is the default on 7.5.  It's not a big issue until 
you start trying to create a lot of new records on a single form using multiple 
threads.  When you have that condition, setting the above to T (which is 
non-issue when NextID-Block-Size > 1 is defined) will have a drastic impact on 
throughput.  The higher the concurrency, the larger the impact.  Common 
examples of high concurrency would include many users submitting incidents; 
distributed clients that all send data to your remedy server at the same or 
near same time, etc.

None of this is a deal breaker until the time to wait exceeds the timeout, at 
which point things really break.  The worst case, up to the point of breaking, 
is lower throughput.

I don't have any numbers to offer; this is all speculation on my part based on 
my understanding of how these things work.  Numbers would be nice, wish I had 
the time to draw some up.

Axton Grams


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Re: ARERR 565 - Remedy LDAP Process issue - Index for value in SQL command is greater than the number of values returned

[Guillaume Rheault]

Hi Sathish,

If this is an index problem, as the error message suggests, how about if you 
ask the DBA to rebuild the indexes on the T Table related to the form "AR 
System Email Messages" form.
It may do the trick, easy to fix and try.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Sathish Kumar [p.sathishku...@gmail.com]
Sent: Monday, October 10, 2011 7:53 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 565 - Remedy LDAP Process issue - Index for value in SQL command 
is greater than the number of values returned

Hi Listers!!

Need your help !!

We are in ARS 7.1 p7 with email engine 7.1 p9 and from last couple of days we 
are  getting intermittent errors like below in the email logs...
Oct 9, 2011 3:47:30 AM com.bmc.arsys.emaildaemon.LoggingModule doWork
SEVERE: Index for value in SQL command is greater than the number of values 
returned

we have not seen such error in email logs in the past

Both user and inbound email template processing by email engine are 
intermittently affected due to this.

User have to retry multiple times to login to the system(arplugin logs show it 
has successfully binded for users)

The email message is configured to authenitcate using the From address of the 
email and few inbound email templates(not having any pattern) are not 
processing and throwing the above error message. This is high impact issue, 
since the inbound email templates are monitoring jobs for lot of application 
and this sudden scenario were its not processing doesn't give me how to proceed.

BMC Support says this is a defect and fixed in ARS 7.1 patch 9 and wants us to 
upgrade the patch 9 ( SW00348721)

My concern is it will take more time to review and apply the patch and also not 
sure what new issue patch 9 may bring in..and since the system was stable for 
couple of years now, trying to understand what other factor could have caused 
the system to throw this error now(just in email logs, not in arerror.log)

As no recent changes has happened and the only doubt i got is factors like 
increase in the number of people and user_cache records,  or more inbound email 
processing. I would like to know if any of you ran into similar issue and any 
recommendation you got for me on how it has been handled without applying the 
patch.

Thanks!!
Sathish

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Re: Configure Incidents to Close when all Tasks are closed

[Guillaume Rheault]

No there is not...

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Cecil, Ken [kce...@hubbell.com]
Sent: Wednesday, October 05, 2011 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Configure Incidents to Close when all Tasks are closed

Hello,

Does anybody know off hand if there is OOB functionality or
configuration to have Incidents which have tasks automatically change
status to resolved when the last task is closed?

Or is this going to be a customization also?

BTW We are on ServiceDesk ITSM 7.6.0.

Thanks, Ken
***
This email and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom
they are addressed. If you have received this email in error please
notify the system manager. This footnote also confirms that this
email message has been swept for the presence of computer viruses.
www.Hubbell.com - Hubbell Incorporated**



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Re: Bitmap indexes vs Regular indexes

[Guillaume Rheault]

Hi Ron,

My thoughts are these bitmap indexes should be created at the database level, 
so that Remedy is not aware of them, because all Remedy created indexes are 
"standard" (i.e. b-tree indexes).
After these indexes are created, the DBA can profile the overall performance 
again, to see if the expected benefits are there. Otherwise, the bitmap indexes 
should be dropped and the indexes created as b-tree through Remedy.

When you migrate the forms between environments, you need to remember to 
re-create these bitmap indexes at the database level.

What BMC is saying that bitmap indexes are longer to write depends on the level 
of concurrency on the update of the bitmap index: it may or may not be an issue 
in your environment

take a look at this article here:

http://www.oracle.com/technetwork/articles/sharma-indexes-093638.html

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Ron Tavares [ron.tava...@gmail.com]
Sent: Tuesday, October 04, 2011 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Bitmap indexes vs Regular indexes

**
Good Morning List,

I am a Remedy guy, not a DB guy,.. so I am looking for some help from the DBAs 
on the List.  Recently, our DBA ran a performance analysis of our Remedy DB and 
came back with 9 fields that are recommended for indexing.  3 of those fields 
are recommended to have bitmap indexes.  This cannot be created in Remedy.  So 
we can either create these as standard indexes instead of bitmap,  so that the 
Remedy system is aware of them, (this is what BMC is recommending).  OR, we can 
have the DBA create them at the DB level as the recommended bitmap indexes, but 
then Remedy is not aware they exist.

BMC is saying that bitmap indexes have a downfall in that they take a lot 
longer to write to.  Our DBA is saying that we will not get the searching 
performance improvement we seek unless we use the bitmap indexes.

Any thoughts from the pros?

Thanks in advance,
.ron
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Re: Importing data into archive form overlay...

[Guillaume Rheault]

Hi Misi

Seems like a bug to me...
What does BMC Support said about this?

-Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Misi Mladoniczky [m...@rrr.se]
Sent: Wednesday, September 14, 2011 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Importing data into archive form overlay...

Hi,

I am finding it very hard to automate data import into overlaid archive
forms. This is important though, when you want a complete data migration
tool. In this case RRR|Chive.

For audit-forms it is somewhat straight forward:
1. disable audit on the parent base-form (not the overlay-form)
2. import data into audit-form
3. enable audit again

For archive-forms this does not work, as the overlaid base-form seems to
"remember" the connection:
1. disable archive on base-form (not the overlay-form)
2. import data into archive-form
=>
ARMergeEntry(server=ars764test, form=regrtest21archive,
entry=002)
  API CALL SEVERITY: AR_RETURN_ERROR, failure, status contains details
  ARStatusList: contains 1 messages
  Number: ARERR 8998
  Message: Cannot modify or create entries in an Archive or Audit form.
  Append:

I have tried to disable archiving on the the overlay-form instead, but
this is not a possible operation. If you do it via Developer Studio, this
is grayed out.

The only way to do this via Dev Studio is:
1. disable archive on base-form (not the overlay-form)
2. change to best-practice-development mode and delete the archive-form
(make it non-overlay)
3. import data into the archive form
4. re-enable archive on the base-form

It would be SO MUCH easier if there were an option to ARMergeEntry (import
data) that allowed you to import records...

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: Performance question CTM:People timing

[Guillaume Rheault]

If my memory serves me right, the ability to pin tables in memory was 
introduced in Oracle 8.0.6, so it's been a while back (more than 10 years ago).
With each new database version, this feature has matured, the internals of this 
feature have changed and matured. But this feature is very solid, very mature 
and works.

You may either google your specific questions or ask a knowledgeable DBA, or 
somebody that knows all the internals of it. I don't worry about the internals, 
I only know that it works, by looking at the execution plans and how fast the 
data is provided.


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Thursday, September 08, 2011 3:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**

How would pinning a table impact tables that may have a frequent update?

For eg lets say in a case where your customer information that is created and 
updated frequently on a daily basis, is stored in the People form, and is 
accessed when creating and updating incident records for them?

My understanding when you pin objects to memory, the read is not a frequent 
read. I do not know at what intervals the memory is updated or if it is updated 
as soon as there is a change on that object. Anybody with knowledge of that?

If the read is as frequent as an update or an insert, what impact would that 
have on pinning it to the database?

Joe

From: patrick zandi<mailto:remedy...@gmail.com>
Sent: Thursday, September 08, 2011 2:44 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

** I have done this in the past:: pin "user" (T30 for me) table, this will drop 
IO to database.. have see this alot..


On Thu, Sep 8, 2011 at 2:36 PM, Guillaume Rheault 
mailto:guilla...@dcshq.com>> wrote:
**
Hi Joe,

I got to disagree with you again... but I guess this is what makes this ARS 
list fun!

Pinning a table into memory is not an overkill, it is quite simple to do, you 
can ask your Oracle DBA. Since the cost of physical memory is lower and lower 
every year, it is actually more cost-effective to add some more memory to your 
database server and pin look-up tables, than optimizing the searches to these 
look-up tables; optimizing the searches will involves one or more of the 
following:

- Possible DBA time to analyze the performance of queries
- Remedy Admin/Developer/Consultant time to figure where those sub-optimal 
searches are being issued from, and modify them
- Possible customizations to the ITSM application (which is what everybody is 
trying to avoid)

Pinning a table into memory involves:

- Small amount of DBA time to alter the T table to pin it.
- Small amount of sys admin to add memory in the database server (this cost is 
a one time cost)

See, when you pin the table in memory, it does NOT matter if your queries are 
crappy or inefficient, since the table data is in memory; that's the beauty of 
it!

While you are at it, you may as well pin the T table related to the User form.

cheers, Guillaume



From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Joe Martin 
D'Souza [jdso...@shyle.net<mailto:jdso...@shyle.net>]
Sent: Thursday, September 08, 2011 12:33 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

**

Yes I agree you would want to avoid pinning a table to memory whose contents 
are changed continuously by way of modifications or additions.. This would 
result in frequent memory writes which would beat the purpose of why you choose 
to pin it to memory in the first place.

While the CTM:People table is a good candidate as its contents change less 
frequently in most standard environments, unless it’s a B2C environment where 
you maintain your customer base in your CTM:People form, if the table size is 
as small as 140K, just optimizing searches on it is more than enough, and 
pinning it to memory is an overkill.. Optimizing searches on this table when 
records are about that much or even upto half a million, would return the 
search in less than a fraction of a second anyways..

Joe


From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, September 08, 2011 12:15 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

**
Joe,

well, I disagree with your rationale... actually because it is not a large 
table, you can pin in it memory.
Generally speaking, you only pin into memory look-up tables that are used 
heavily, and the people form/table is a good candidate.
You definitely do not want to pin a transactional 

Re: Performance question CTM:People timing

[Guillaume Rheault]

Hi Joe,

I got to disagree with you again... but I guess this is what makes this ARS 
list fun!

Pinning a table into memory is not an overkill, it is quite simple to do, you 
can ask your Oracle DBA. Since the cost of physical memory is lower and lower 
every year, it is actually more cost-effective to add some more memory to your 
database server and pin look-up tables, than optimizing the searches to these 
look-up tables; optimizing the searches will involves one or more of the 
following:

- Possible DBA time to analyze the performance of queries
- Remedy Admin/Developer/Consultant time to figure where those sub-optimal 
searches are being issued from, and modify them
- Possible customizations to the ITSM application (which is what everybody is 
trying to avoid)

Pinning a table into memory involves:

- Small amount of DBA time to alter the T table to pin it.
- Small amount of sys admin to add memory in the database server (this cost is 
a one time cost)

See, when you pin the table in memory, it does NOT matter if your queries are 
crappy or inefficient, since the table data is in memory; that's the beauty of 
it!

While you are at it, you may as well pin the T table related to the User form.

cheers, Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Thursday, September 08, 2011 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**

Yes I agree you would want to avoid pinning a table to memory whose contents 
are changed continuously by way of modifications or additions.. This would 
result in frequent memory writes which would beat the purpose of why you choose 
to pin it to memory in the first place.

While the CTM:People table is a good candidate as its contents change less 
frequently in most standard environments, unless it’s a B2C environment where 
you maintain your customer base in your CTM:People form, if the table size is 
as small as 140K, just optimizing searches on it is more than enough, and 
pinning it to memory is an overkill.. Optimizing searches on this table when 
records are about that much or even upto half a million, would return the 
search in less than a fraction of a second anyways..

Joe


From: Guillaume Rheault<mailto:guilla...@dcshq.com>
Sent: Thursday, September 08, 2011 12:15 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

**
Joe,

well, I disagree with your rationale... actually because it is not a large 
table, you can pin in it memory.
Generally speaking, you only pin into memory look-up tables that are used 
heavily, and the people form/table is a good candidate.
You definitely do not want to pin a transactional table (like the incident 
form).

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Thursday, September 01, 2011 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**

For only 140K records I don’t think you need to do anything out of the ordinary 
to boost up performance. If your statistics were not updated, it does make 
sense as Oracle didn’t know it had to use indexes and was perhaps attempting 
table scans assuming the table has no records if the statistics information it 
had for row count was 0 or thereabouts prior to updating it..

Personally I don’t really think you can consider CTM:People with around 140 K 
records to be a large object. Its big but not that big enough to be considered 
to pin to memory..

Joe

From: John Sundberg<mailto:john.sundb...@kineticdata.com>
Sent: Thursday, September 01, 2011 1:31 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

** True... good suggestion.




Fundamentally - I was looking for what is "normal" -- what we were seeing was 
what we thought was slow. But - just cause you think something is slow - does 
not mean that it is slow. Sometimes -- you have to look to your neighbors and 
compare.


So - thanks to all that shared their timings and system info.





-John



On Sep 1, 2011, at 8:30 AM, Guillaume Rheault wrote:

**
One more way to make things even faster in Oracle is to "pin" the underlying T 
table into memory.
Ask the DBA over there to do that

-Guilalume



From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of John Sundberg 
[john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>]
Sent: Thursday, August 25, 2011 7:25 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject

Re: Performance question CTM:People timing

[Guillaume Rheault]

Joe,

well, I disagree with your rationale... actually because it is not a large 
table, you can pin in it memory.
Generally speaking, you only pin into memory look-up tables that are used 
heavily, and the people form/table is a good candidate.
You definitely do not want to pin a transactional table (like the incident 
form).

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Thursday, September 01, 2011 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

**

For only 140K records I don’t think you need to do anything out of the ordinary 
to boost up performance. If your statistics were not updated, it does make 
sense as Oracle didn’t know it had to use indexes and was perhaps attempting 
table scans assuming the table has no records if the statistics information it 
had for row count was 0 or thereabouts prior to updating it..

Personally I don’t really think you can consider CTM:People with around 140 K 
records to be a large object. Its big but not that big enough to be considered 
to pin to memory..

Joe

From: John Sundberg<mailto:john.sundb...@kineticdata.com>
Sent: Thursday, September 01, 2011 1:31 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

** True... good suggestion.




Fundamentally - I was looking for what is "normal" -- what we were seeing was 
what we thought was slow. But - just cause you think something is slow - does 
not mean that it is slow. Sometimes -- you have to look to your neighbors and 
compare.


So - thanks to all that shared their timings and system info.





-John



On Sep 1, 2011, at 8:30 AM, Guillaume Rheault wrote:

**
One more way to make things even faster in Oracle is to "pin" the underlying T 
table into memory.
Ask the DBA over there to do that

-Guilalume



From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of John Sundberg 
[john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>]
Sent: Thursday, August 25, 2011 7:25 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Performance question CTM:People timing

** Thanks all for the responses.

We "figured out" our slowness. Turns out Oracle statistics had not been updated 
for 6+ months.

Now with 140,000 -- it is near instantaneous on Oracle.

-John

On Mon, Aug 22, 2011 at 9:20 AM, Andrew C Goodall 
mailto:ago...@jcpenney.com>> wrote:
Where are you counting from? - query on CTM_People involves multiple
queries not just one, so are you just counting time from the "main"
query to the next or the total time to process all queries for that
operation?

Ours 329ms (from main to last query in operation) - 357,000+ total
records - SQL 2008 remote cluster.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . 
www.jcp.com<http://www.jcp.com/>
-Original Message-


2011/8/20 John Sundberg 
mailto:john.sundb...@kineticdata.com>>:
> ** How long does it take your DB system to resolve a query for an
"exact
> match" on CTM:People where the query is
>
> 'Remedy Login ID' = "some user id"
>
> Also -- how many records are in your CTM:People -- and what DB are you
> using?
> Our sample system is 800ms - with 40,000 records... , Oracle 11g2
>
> (Please get the timings from SQL log)
>
> -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
> john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com>
> _attend WWRUG11 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
> Answers Are"_


___
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www.arslist.org<http://www.arslist.org/>
attend wwrug11 www.wwrug.com<http://www.wwrug.com/> ARSList: "Where the Answers 
Are"
The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material.  If the reader of this message is not the intended recipient,
you are hereby notified that your access is unauthorized, and any review,
dissemination, distribution or copying of this message including any
attachments is strictly prohibited.  If you are not the intended
recipient, please contact the sender and delete the material from any
computer.

___
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Re: Performance question CTM:People timing

[Guillaume Rheault]

One more way to make things even faster in Oracle is to "pin" the underlying T 
table into memory.
Ask the DBA over there to do that

-Guilalume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of John Sundberg [john.sundb...@kineticdata.com]
Sent: Thursday, August 25, 2011 7:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance question CTM:People timing

** Thanks all for the responses.

We "figured out" our slowness. Turns out Oracle statistics had not been updated 
for 6+ months.

Now with 140,000 -- it is near instantaneous on Oracle.

-John

On Mon, Aug 22, 2011 at 9:20 AM, Andrew C Goodall 
mailto:ago...@jcpenney.com>> wrote:
Where are you counting from? - query on CTM_People involves multiple
queries not just one, so are you just counting time from the "main"
query to the next or the total time to process all queries for that
operation?

Ours 329ms (from main to last query in operation) - 357,000+ total
records - SQL 2008 remote cluster.

Regards,

Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . 
www.jcp.com
-Original Message-


2011/8/20 John Sundberg 
mailto:john.sundb...@kineticdata.com>>:
> ** How long does it take your DB system to resolve a query for an
"exact
> match" on CTM:People where the query is
>
> 'Remedy Login ID' = "some user id"
>
> Also -- how many records are in your CTM:People -- and what DB are you
> using?
> Our sample system is 800ms - with 40,000 records... , Oracle 11g2
>
> (Please get the timings from SQL log)
>
> -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
> john.sundb...@kineticdata.com
> _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"
The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and/or privileged
material.  If the reader of this message is not the intended recipient,
you are hereby notified that your access is unauthorized, and any review,
dissemination, distribution or copying of this message including any
attachments is strictly prohibited.  If you are not the intended
recipient, please contact the sender and delete the material from any
computer.

___
UNSUBSCRIBE or access ARSlist Archives at 
www.arslist.org
attend wwrug11 www.wwrug.com ARSList: "Where the Answers 
Are"



--
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
john.sundb...@kineticdata.com
_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"

Re: Customer search and hover display in Incident form

[Guillaume Rheault]

Great, thanks for chiming in! good to know

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Brock, Anne [anne_br...@bmc.com]
Sent: Friday, August 19, 2011 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Hi, All –

Yes, BMC is aware of this requirement. Unfortunately, I cannot speak to 
features of future versions as the feature could be dropped or something else 
included pre-GA. But yes, BMC is very aware of this requirement.

Anne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, August 19, 2011 9:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Interesting...
Somehow some BMC business analyst thought the email address was more 
important/meaningful for searches than the login ID, which may work well only 
in the situations where the IT shop is a service provider of multiple 
companies. On the other hand, I am almost positive the BMC analyst did not 
think about your scenario, or for that matter educational organizations.

I am sure you have submitted an RFE already, have you got any response yet?

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, August 19, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form
**
No it is not – we have way too many variations since the students are on a 
hosted Microsoft system with a firstlast@ email address pattern (used to be on 
an internal system that DID use login name with a unique mail system name); 
faculty/staff are on an internal Exchange system with a different first.last@ 
pattern (used to be GroupWise which was yet again different), and login names 
are on a Novell Identity Manager (LDAP) system which provides email aliasing to 
a variety of the combinations.  The aliases are all over the map as well, 
because there is so much “history” involved.  And 1/3 of the records in the 
customer table have NO email address; they are mostly inactive, but they would 
be impossible to search (and people do come back to graduate school years 
later).  No, we tested with the Customer field set to email, and it was not 
useful.

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:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, August 19, 2011 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Hey Chris,

Is the Login ID part of the email address for your organization? If so... you 
could use the search on the customer email field without any modifications, to 
serach for a customer by login ID. Just a thought.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, July 29, 2011 11:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form
**
Thanks to your hints I now have the On Hover actions for Customer and Contact 
displaying Login ID and Desk Location, and I have the Auto Complete working for 
Login ID and Direct Contact Login Name.  I rated it “Easy-Button” easy compared 
to some of the other code I’m working on, directly attributable to your notes.  
The ALs for attaching the menu to Login ID/Name even take care of moving the 
cursor focus to them for me.

I did find a sneaky way to minimize the code for Login ID; use Login ID to 
search CTP:People and return Corporate ID, then throw it into Customer and fire 
the OOTB active link guides used for that field.  It’s a similar process for 
HPD:Help Desk Dialog, although you have to backfill Login ID afterwards.  This 
way all of the rest of the searching and field population is  in the hands of 
OOTB guides, including pop-ups in CTM:Search People when you have a login name 
lead to someone with more than one People/User record (multiple corporate ID 
matches).  This saved me from re-developing and implementing all of the custom 
ALs and AL Guides that I built to add Login ID to the Customer and Contact 
search routines in ITSM 7.6.00/7.6.03 during testing.  ANYTHING to make the 
next patch/Sp/upgrade easier than this one.

I still had to use AL and Filter logging via the User Tool to figure most of 
this out – the web substitute is atrocious. That means crashing the User Tool 
several dozen times a day as it struggles to load and operate the Incident 
form, but it beats the heck out of the alternative.  I’m not looking forward to 
fighting the Incident Console, which won’t load in the User Tool at all, but 
our helpdesk is going nuts becaus

Re: Customer search and hover display in Incident form

[Guillaume Rheault]

Interesting...
Somehow some BMC business analyst thought the email address was more 
important/meaningful for searches than the login ID, which may work well only 
in the situations where the IT shop is a service provider of multiple 
companies. On the other hand, I am almost positive the BMC analyst did not 
think about your scenario, or for that matter educational organizations.

I am sure you have submitted an RFE already, have you got any response yet?


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, August 19, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
No it is not – we have way too many variations since the students are on a 
hosted Microsoft system with a firstlast@ email address pattern (used to be on 
an internal system that DID use login name with a unique mail system name); 
faculty/staff are on an internal Exchange system with a different first.last@ 
pattern (used to be GroupWise which was yet again different), and login names 
are on a Novell Identity Manager (LDAP) system which provides email aliasing to 
a variety of the combinations.  The aliases are all over the map as well, 
because there is so much “history” involved.  And 1/3 of the records in the 
customer table have NO email address; they are mostly inactive, but they would 
be impossible to search (and people do come back to graduate school years 
later).  No, we tested with the Customer field set to email, and it was not 
useful.

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:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Friday, August 19, 2011 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Hey Chris,

Is the Login ID part of the email address for your organization? If so... you 
could use the search on the customer email field without any modifications, to 
serach for a customer by login ID. Just a thought.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, July 29, 2011 11:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form
**
Thanks to your hints I now have the On Hover actions for Customer and Contact 
displaying Login ID and Desk Location, and I have the Auto Complete working for 
Login ID and Direct Contact Login Name.  I rated it “Easy-Button” easy compared 
to some of the other code I’m working on, directly attributable to your notes.  
The ALs for attaching the menu to Login ID/Name even take care of moving the 
cursor focus to them for me.

I did find a sneaky way to minimize the code for Login ID; use Login ID to 
search CTP:People and return Corporate ID, then throw it into Customer and fire 
the OOTB active link guides used for that field.  It’s a similar process for 
HPD:Help Desk Dialog, although you have to backfill Login ID afterwards.  This 
way all of the rest of the searching and field population is  in the hands of 
OOTB guides, including pop-ups in CTM:Search People when you have a login name 
lead to someone with more than one People/User record (multiple corporate ID 
matches).  This saved me from re-developing and implementing all of the custom 
ALs and AL Guides that I built to add Login ID to the Customer and Contact 
search routines in ITSM 7.6.00/7.6.03 during testing.  ANYTHING to make the 
next patch/Sp/upgrade easier than this one.

I still had to use AL and Filter logging via the User Tool to figure most of 
this out – the web substitute is atrocious. That means crashing the User Tool 
several dozen times a day as it struggles to load and operate the Incident 
form, but it beats the heck out of the alternative.  I’m not looking forward to 
fighting the Incident Console, which won’t load in the User Tool at all, but 
our helpdesk is going nuts because it mixes Assigned and Owned Incidents 
together with no possible filter (like the Role toggle in 7.0.02/3) and they 
are demanding relief.  At least it was easy to unhide the Assigned Group and 
Owner Group columns for them.

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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, July 27, 2011 5:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

** I may have to copy your notes regarding the Login Name.  We haven't figure 
out the full requirement yet but my users are use to using the person's 
username.

Win 7 and IE 9 should be super speedy.  I

Re: Customer search and hover display in Incident form

[Guillaume Rheault]

Hey Chris,

Is the Login ID part of the email address for your organization? If so... you 
could use the search on the customer email field without any modifications, to 
serach for a customer by login ID. Just a thought.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Friday, July 29, 2011 11:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

**
Thanks to your hints I now have the On Hover actions for Customer and Contact 
displaying Login ID and Desk Location, and I have the Auto Complete working for 
Login ID and Direct Contact Login Name.  I rated it “Easy-Button” easy compared 
to some of the other code I’m working on, directly attributable to your notes.  
The ALs for attaching the menu to Login ID/Name even take care of moving the 
cursor focus to them for me.

I did find a sneaky way to minimize the code for Login ID; use Login ID to 
search CTP:People and return Corporate ID, then throw it into Customer and fire 
the OOTB active link guides used for that field.  It’s a similar process for 
HPD:Help Desk Dialog, although you have to backfill Login ID afterwards.  This 
way all of the rest of the searching and field population is  in the hands of 
OOTB guides, including pop-ups in CTM:Search People when you have a login name 
lead to someone with more than one People/User record (multiple corporate ID 
matches).  This saved me from re-developing and implementing all of the custom 
ALs and AL Guides that I built to add Login ID to the Customer and Contact 
search routines in ITSM 7.6.00/7.6.03 during testing.  ANYTHING to make the 
next patch/Sp/upgrade easier than this one.

I still had to use AL and Filter logging via the User Tool to figure most of 
this out – the web substitute is atrocious. That means crashing the User Tool 
several dozen times a day as it struggles to load and operate the Incident 
form, but it beats the heck out of the alternative.  I’m not looking forward to 
fighting the Incident Console, which won’t load in the User Tool at all, but 
our helpdesk is going nuts because it mixes Assigned and Owned Incidents 
together with no possible filter (like the Role toggle in 7.0.02/3) and they 
are demanding relief.  At least it was easy to unhide the Assigned Group and 
Owner Group columns for them.

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:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, July 27, 2011 5:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

** I may have to copy your notes regarding the Login Name.  We haven't figure 
out the full requirement yet but my users are use to using the person's 
username.

Win 7 and IE 9 should be super speedy.  I have not seen the dialog slowness yet 
(Win 7 / IE 8).  I just did a quick check and the time was nothing like what 
you describe (although the system is not under any load and we have minimal 
config at this point).  I'll keep my eyes open for this.

Jason
On Wed, Jul 27, 2011 at 7:19 AM, strauss 
mailto:stra...@unt.edu>> wrote:
**
Thanks for the information!  I have not looked at any of these features before, 
so it’s all new to me.

The Login Name integration is old hat – in ITSM 7.0.02/3 I had to add back in 
BOTH Login Name and Corporate ID, and the custom code to do that is still on 
the server since this is an upgrade.  It’s just a question of whether to add 
Login name to the new Customer workflow, or just re-activate the custom ALs for 
Login Name (leaving those for Corporate ID disabled since BMC added that to 
Customer).

The most perplexing part will be adding it to the new HPD:Help Desk Dialogs 
form, since the dialogs used to be part of the base HPD:Help Desk form.  BTW, 
the HPD:Help Desk Dialogs form is turning out to be a lousy design in the new 
mid-tier – it is giving us HUGE performance hits on loading the dialogs, 
whereas the base form and consoles are FAST.  Anything that opens as a dialog 
is a slug, but the HPD:Help Desk Dialogs form takes up to 1 minute to load and 
45 seconds to Save and close (worst times observed in IE9 on Windows 7).

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:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Wednesday, July 27, 2011 1:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Customer search and hover display in Incident form

** The hover uses an HTML template that is stored in the AR System Resource 
Definitions form ('Name' = "HPDCustomerTooltip.html").  There is an Active Link 
(HPD:INC:HoverField_ContactI

Re: ITSM 7.6.4 - Ticket Prefix

[Guillaume Rheault]

Hi Claire,

One place where functionality may break down is with the task module.
It would break down in 7.5.1 for sure, since the task module sometimes uses the 
parent ticket prefix to know the type of parent ticket (incident, problem, 
change,etc), and sometimes it uses the parent form name, which is the right way.
Maybe this has been fixed in 7.6.4

This is one customization I would definitely resist as much as possible.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Sanford, Claire [claire.sanf...@memorialhermann.org]
Sent: Thursday, July 14, 2011 11:52 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 - Ticket Prefix

**
Are there any real problems with changing the prefix of the tickets in ITSM 
7.6.4

We are used to HD/CHG/TSK etc...

The new system has INC/WO etc...  Can we change them without breaking 
functionality?



Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
System Services Tower North - 2:105
920 Frostwood, Houston, TX 77024
Phone: 713 338 6035
claire.sanf...@memorialhermann.org

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Re: BMC Dashboards: One user repository is better than two

[Guillaume Rheault]

Hi John, 

Looks like you are in danger of being acquired by BMC.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of John Baker [jba...@javasystemsolutions.com]
Sent: Sunday, July 10, 2011 5:08 PM
To: arslist@ARSLIST.ORG
Subject: BMC Dashboards: One user repository is better than two

Good day,

BMC Dashboards is a product that allows users to provide a graphical 
representation of service management data. It runs standalone from BMC AR 
System and maintains its own user repository. To allow a user access to 
Dashboards, an administrator must set up an account in Dashboards and apply the 
permissions, duplicating the permissioning already available in BMC ITSM.

One of our clients told us that if a user is added to new ITSM group, the 
administrator must then update their Dashboards user record using a totally 
different user interface. If a user leaves, the administrator must delete the 
record in both ITSM and Dashboards. The client concluded that this is not a 
practical solution for BMC clients, often large enterprises with tens of 
thousands of users.

We agreed, and we present SSO Plugin for BMC Dashboards and ITSM, a product 
that brings user authentication and permissioning together between BMC 
products. With SSO Plugin, management of the Dashboards permissioning is driven 
from ITSM, reducing cost, increasing the security of data: It's a solution that 
meets the needs of BMC clients. The Dashboards user repository is transparently 
updated as an SSO user access Dashboards, ensuring it is always up to date with 
the user's ITSM permissioning.

We present to you a video of this exciting new functionality:

http://www.javasystemsolutions.com/jss/video/view/SSOPlugin-Dashboards

No other product in the BMC market provides this functionality. SSO Plugin is 
the only product bringing BMC products together.

But wait, BMC have told you that AtriumSSO provides an SSO solution across BMC 
products! The reality is that, aside from users being required to login to 
AtriumSSO, the product does not bring together the user repositories. With 
AtriumSSO, you need to maintain multiple user repositories, and you don't get 
seamless sign on either.

Download your free evaluation of SSO Plugin today by simply filling in a 
contact form:

http://www.javasystemsolutions.com/jss/ssoplugin

Thank you for your time, and thank you to our clients for all their superb 
suggestions.


The JSS team.

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Re: Support Company Access Configuration - Infinite loop!

[Guillaume Rheault]

Hi Kelly,

Without having insight into BMC QA testing methodologies and practices, I think 
BMC QA testing is very focused on point functions. I believe in addition to 
this point function testing, which is being carried out insufficiently, there 
needs to be more testing on complete scenarios, from A to Z. The bug you found 
could possibly have been discovered if complete scenarios were being tested, 
instead of point functional testing.

On the code reviews... as you know, ARS development is so high level (some have 
argued ARS is a 4.5 or 5th generation language, as compared with PL/SQL or 
T-SQL which would be 4th generation), that in order to achieve a high level of 
quality, code reviews or at least algorithm reviews need to be done.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Logan, Kelly [kelly.lo...@proquest.com]
Sent: Wednesday, July 06, 2011 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Company Access Configuration - Infinite loop!

**
Hi Guillaume,

I agree that code review would be great, particularly to maintain coding 
practices (like using guides instead of Goto loops when possible), but what 
really concerns me is that this prevents the system from being used as 
described in their own documentation.  To me this speaks to an issue with their 
testing and quality assurance departments as well as their programmer 
management, all of which should be working to catch and deal with incredibly 
obvious issues like this before they reach the customer.

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Wednesday, July 06, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support Company Access Configuration - Infinite loop!

**
Hi Kelly,

As different modules or parts of modules of the ITSM suite are developed by 
Remedy developers at BMC, you will find that these developers have a wide range 
of experience and skill, based on the code they develop: some is very sloppy 
and bad, some is very good and ingenious and takes advantage of the newest ARS 
features.

This is an example of crappy bad code.

I don't know if there are code reviews at BMC by senior developers checking on 
less experienced  developers, that's something that maybe BMC folks can comment.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Logan, Kelly [kelly.lo...@proquest.com]
Sent: Friday, July 01, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Support Company Access Configuration - Infinite loop!
**
Another disturbing code issue for those of us working with multi-tenancy in 
7.6.4 SP1.  I was setting up a support company using the ‘Support Company 
Access Configuration’ form (as directed by the Multi-Tenancy doc):

I opened the ‘Support Company Access Configuration” form.
I clicked on ‘Create’ and set “Bowker” as the company and “ProQuest” as the 
support company – no problem.
I used the search with “Bowker” set as ‘Company’ to confirm the relationship – 
successful, entry with Bowker and Proquest, enabled.
Here’s the problem – I used the ‘Update’ button as directed to update the 
people permissions, with the menu set to “Bowker” – The user tool locked and 
went unresponsive in a minute or so.  On Task Manager, the memory displayed a 
constantly increasing number.  After ten minutes or so, I stopped the task.
I tried again, with logging running – again the tool locked and memory kept 
increasing.  Again I ended the task.  On the log, I found an infinite loop.

The code is a set of active links prefixed “CFG:CCS:Update_”, linked to the 
“CFG:SupportCompanyAccessSetup” form.

The primary issue is that the code loops to generate a full list of companies 
that support the chosen company, but the link that is supposed to check 
(Update_025) only runs when ‘z1D_Action’ = “Yes”.  ‘z1D_Action’ is only set to 
“Yes” if there is an error found and the user confirms they want to continue in 
the dialog displayed (Update_020).  So, when the links loop to Update_025, it 
does nothing, the links loop again, ad infinitum.

As a workaround, I’ve updated the error link (Update_020) with an Else action 
to set ‘z1D_Action’ to “Yes” if no error is found.  This seems to wor

Re: Support Company Access Configuration - Infinite loop!

[Guillaume Rheault]

Hi Kelly,

As different modules or parts of modules of the ITSM suite are developed by 
Remedy developers at BMC, you will find that these developers have a wide range 
of experience and skill, based on the code they develop: some is very sloppy 
and bad, some is very good and ingenious and takes advantage of the newest ARS 
features.

This is an example of crappy bad code.

I don't know if there are code reviews at BMC by senior developers checking on 
less experienced  developers, that's something that maybe BMC folks can comment.

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Logan, Kelly [kelly.lo...@proquest.com]
Sent: Friday, July 01, 2011 12:41 PM
To: arslist@ARSLIST.ORG
Subject: Support Company Access Configuration - Infinite loop!

**
Another disturbing code issue for those of us working with multi-tenancy in 
7.6.4 SP1.  I was setting up a support company using the ‘Support Company 
Access Configuration’ form (as directed by the Multi-Tenancy doc):

I opened the ‘Support Company Access Configuration” form.
I clicked on ‘Create’ and set “Bowker” as the company and “ProQuest” as the 
support company – no problem.
I used the search with “Bowker” set as ‘Company’ to confirm the relationship – 
successful, entry with Bowker and Proquest, enabled.
Here’s the problem – I used the ‘Update’ button as directed to update the 
people permissions, with the menu set to “Bowker” – The user tool locked and 
went unresponsive in a minute or so.  On Task Manager, the memory displayed a 
constantly increasing number.  After ten minutes or so, I stopped the task.
I tried again, with logging running – again the tool locked and memory kept 
increasing.  Again I ended the task.  On the log, I found an infinite loop.

The code is a set of active links prefixed “CFG:CCS:Update_”, linked to the 
“CFG:SupportCompanyAccessSetup” form.

The primary issue is that the code loops to generate a full list of companies 
that support the chosen company, but the link that is supposed to check 
(Update_025) only runs when ‘z1D_Action’ = “Yes”.  ‘z1D_Action’ is only set to 
“Yes” if there is an error found and the user confirms they want to continue in 
the dialog displayed (Update_020).  So, when the links loop to Update_025, it 
does nothing, the links loop again, ad infinitum.

As a workaround, I’ve updated the error link (Update_020) with an Else action 
to set ‘z1D_Action’ to “Yes” if no error is found.  This seems to work, as 
using the ‘Update’ button now results in the ‘Vendor Assignee Groups’ field on 
the company’s people entries being set.

Looking at the code though, I do find it a bit concerning that the loop is done 
with Go To actions instead of using an active link guide, that the links 
proclaim that the “Update completed successfully” when there is no check for 
this, and that the filter on “SYS:Action” 
(SYS:ACT:PEOPLESUPPORTUPDATE_105_PPPL) uses an SQL command to modify the People 
entries.  Combined with the original error, the entire section seems sloppy and 
not to Remedy coding standards.

Has anyone else reported this?  Is this a known issue?

Kelly Logan, Sr. Systems Administrator (Remedy), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2010 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
message from your computer.

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Re: Naming Conventions

[Guillaume Rheault]

Hi Erwin

I haven't run into that issue, because any custom form that I create I always 
add a prefix to it. As you may know, the view alias of the form can be 
different from the form name, so you can exclude the prefix there.
So that's what you should do, it's actually a best practice
I don't think adding COM.. would do much benefit, and it would eat 
into the form name length . With overlays, we already have 3 characters less 
because of the __o, so your solution would take away another 8 characters. Keep 
chopping at it, and eventually we won't have much left!

Guillaume 

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Erwin 't Hoen [erwin.th...@mansystems.nl]
Sent: Wednesday, July 06, 2011 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Naming Conventions

With the new version of the AR System 7.6 the standard install of the server 
will add a new table with the name Task.
Our implementations of the AR System already contain a Task table and in this 
way we are experiencing a conflict.
The conflict could be fixed by renaming the Task table on our implementation, 
but this has consequences for our customers as the application does not stand 
alone and renaming the table has consequences for the integrations e.g.

I would like to know who is experiencing the same issues or is expecting to.

Next to this I would like to know why no naming convention, like is common in 
e.g. Java, is being used by the AR System.
What could easily be achieved is a naming convention for the standard install 
that could be used for introducing new standard forms. For example if the 
standard install would use something like COM.BMC. this could allow 
for preventing naming conflicts in our and your implementations.
What do the other subscribers think about this approach?

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Re: Control M Job Opportunity - NY, NY

[Guillaume Rheault]

Here is a good article on that:

http://www.parenting.com/article/ask-dr-sears-breastfeeding-as-birth-control

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Meyer, Jennifer L [jennifer.me...@nc.gov]
Sent: Thursday, June 23, 2011 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

**
Yes, it’s possible.  Breast-feeding is widely used as a hormonal method of 
birth control, but it’s not 100%.  As long as ovulation occurs, pregnancy is 
possible.

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM & ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, June 23, 2011 12:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

**

Why blame him, how do you know its not her fault too :-)

Joe

From: Susan Palmer
Sent: Thursday, June 23, 2011 12:02 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Control M Job Opportunity - NY, NY

**
Are you guys trying to find out if anyone is reading the posts ... lol

Obivously Control "M" didn't work for him!!!  That's the only part I can think 
of that is related.  Check Amazon.com for books that may help you on the topic 
in question.

Susan
On Thu, Jun 23, 2011 at 10:47 AM, Kiefer, Todd 
mailto:tkie...@columnit.com>> wrote:
**
Good morning!

We are looking for Control M specialists on the East Coast. Does anyone know 
someone who might be interested regarding these opportunities? On a related 
note, my best friend got his wife pregnant 45 days after she delivered his 
first child… IS THAT EVEN POSSIBLE?!?!

Todd Kiefer
Technical Recruiting Manager
Column Technical Services
www.columntech.com
Office:  630-515-6660 ext. 446
Cell: 309-256-0924
Fax: 630-390-2246
http://www.linkedin.com/in/toddkiefer1

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Re: ITSM 7.6.04 Asset Management

[Guillaume Rheault]

Hi Claire,

The CMDB permissions can be very granular... OOTB, if a support group is 
related to a CI, and the relationship typeis Supported By, then the members of 
that support group can update the CI, without being an Asset Admin. They only 
need to be a regular Asset User.
Please try that and see if that fulfills your needs.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Sanford, Claire [claire.sanf...@memorialhermann.org]
Sent: Tuesday, June 14, 2011 10:54 AM
To: arslist@ARSLIST.ORG
Subject: ITSM  7.6.04 Asset Management

 We are preparing to roll out the ITSM suite and were wondering how other 
organizations handle the asset management permissions.

We do not want to give our entire field support team Asset Admin permissions, 
BUT they need to be able to modify and relate and unrelate CI to CI.

Any ideas?


Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
System Services Tower North - 2:105
920 Frostwood, Houston, TX 77024
Phone: 713 338 6035
claire.sanf...@memorialhermann.org

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Re: WWRUG 11 - and Kinetic Calendar fun

[Guillaume Rheault]

This is awesome John! very smart.

This is an excellent case where Kinetic Calendar can be used not just for 
change and release mgmt, but for pretty much anything that needs to be planned 
and scheduled in a "real" calendaring display.

The BMC Change Mgmt calendar does not even come anywhere close. It's pretty 
much like comparing a black and white TV, and a HD flat screen.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of John Sundberg [john.sundb...@kineticdata.com]
Sent: Wednesday, June 08, 2011 1:47 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG 11 - and Kinetic Calendar fun

**

Check out this calendar:

http://calendar.kineticdata.com/KinCal/calendar?CalendarName=WWRUG11&ForDate=20110918


Feel free to select topics on the left -- to see just the topics you are 
interested in seeing.

Or

Select across the top (Filter) -- to change how you are categorizing the 
presentations.
(By skill, By session category)


Have fun,


-John


(Reminder: Kinetic Calendar can show data from ANY table in Remedy)

Examples:
Topics at WWRUG11
Assets with warranties expiring
On call schedules
Scheduled changes/releases
Incidents for a CI
etc...





--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com









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Re: Looooooooooong update times on ARSCHEMA

[Guillaume Rheault]

Well, I have used this setting at the form level, and it works very well; in my 
case, I currently use it at teh form level for some custom functionality that I 
developed that can create hundreds of entries in a very short period of time in 
two forms. Without this setting, I used to get ARS errors about database 
timeout, but with this setting configured for these specific forms I don't get 
these errors anymore.

Maybe at the entire AR System level the overhead created by this feature 
outweighs any benefits gained. I guess it depends on your specific 
implementation (how big the server where the Remedy app server is running, type 
of database, number of ARS threads, usage patterns, etc, etc).

Anyway, my reply to Alkan was a a suggestion that may solve or may alleviate 
his problem. You can always undo / reset this parameter if the performance has 
not improved.

As with any suggestions for fixes  found on any public internet forum, the 
responsibility solely rests with the recipient of the suggestion if he / she 
chooses to implement such suggestion at his own risk and with whatever due 
diligence he / she follows

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Wednesday, June 08, 2011 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looong update times on ARSCHEMA

**

I see you have been afflicted with trusting the BMC sales...err...product 
documentation on that feature.  If you have real experience that shows clearly 
that this makes a positive difference, I would love to hear about it.  I have 
significant experience with using this setting, and after our data showed it 
actually diminishing performance, I had conversations with BMC engineering on 
the subject to help me understand why that was.

According to the engineers, the nextId setting is only going to help if you 
have a very high volume of records being inserted into the same form from 
multiple sources simultaneously.  This is likely to happen only in large 
installations having more than one automated ticket generation mechanism.  My 
research and data validated their statement.

This setting does reduce contention for new Entry Ids, but its effect is only 
seen under those circumstances.  Again, my research showed using any number 
greater than zero (or one) outside of the parameters I outlined actually 
DIMINISHED performance.

Rick

On Jun 8, 2011 12:35 PM, "Guillaume Rheault" 
mailto:guilla...@dcshq.com>> wrote:
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Re: Looooooooooong update times on ARSCHEMA

[Guillaume Rheault]

In the case of Alkan, the Next Request ID Block Size would need to be set for 
the entire AR System, since he does not know what form(s) are causing 
contention on the ARSCHEMA table. The Next Request ID Block Size cannot be set 
for the arschema, as you know.

The arschema has been a signficant contention hot spot in the past, for pretty 
much any Remedy environment, until the Next Request ID Block Size feature was 
introduced.
Just ask any DBA that monitors a Remedy database to find contention hot spots.


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Wednesday, June 08, 2011 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: Looong update times on ARSCHEMA

**

What I think we have is some confusion in terms.  While the nextId value for 
each form is stored in the arschema table for each form, there isn't any need 
(I would argue that it would be counterproductive) to have that value set at 
anything greater than zero FOR the arschema form itself.  Since he reported 
issue wasn't with any form except arschema, and since the only time a nextId is 
requested for that form is when a new form is created, I fail to see the 
connection between your solution and the reported problem.

Now if you had suggested adding a db index to the arschema table, I could see 
the potential for performance improvements.

Rick

On Jun 8, 2011 12:13 PM, "Guillaume Rheault" 
mailto:guilla...@dcshq.com>> wrote:
> Well, contention on the ARSCHEMA table affects all tables related to Remedy 
> forms, since as you know the ARSCHEMA table stores the nextId for any Remedy 
> form, and this table is updated and queried constantly. It therefore can 
> frequently become a contention hot spot.
>
> Since the Remedy admin does not have control over the locking mechanisms on 
> the table for insert, update or queries, then the only thing that can be done 
> at the Remedy level is to set the Next Request ID Block Size.
>
> Guillaume
>
> 
> From: Action Request System discussion list(ARSList) [

Re: Looooooooooong update times on ARSCHEMA

[Guillaume Rheault]

Well, contention on the ARSCHEMA table affects all tables related to Remedy 
forms, since as you know the ARSCHEMA table stores the nextId for any Remedy 
form, and this table is updated and queried constantly. It therefore can 
frequently become a contention hot spot.

Since the Remedy admin does not have control over the locking mechanisms on the 
table for insert, update or queries, then the only thing that can be done at 
the Remedy level is to set the Next Request ID Block Size.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Rick Cook [remedyr...@gmail.com]
Sent: Wednesday, June 08, 2011 11:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Looong update times on ARSCHEMA

**

How would that affect a form that isn't getting new inserts more than 
occasionally?  The nextId setting only affects inserts.

Rick

On Jun 8, 2011 10:31 AM, "Guillaume Rheault" 
mailto:guilla...@dcshq.com>> wrote:
> Hi Alkan,
>
> Have you set the Next Request ID Block Size to 10 or 20 (or even 100) ? This 
> setting definitely alleviates the contention on the ARSCHEMA table.
> Definitely worth a try.
>
> Guillaume
> 
> From: Action Request System discussio_attend WWRUG11 www.wwrug.com ARSlist: 
> "Where the Answers Are"_

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Re: Looooooooooong update times on ARSCHEMA

[Guillaume Rheault]

Hi Alkan,

Have you set the Next Request ID Block Size to 10 or 20 (or even 100) ? This 
setting definitely alleviates the contention on the ARSCHEMA table.
Definitely worth a try.

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Alkan Koray [koray.al...@siemens-enterprise.com]
Sent: Wednesday, June 08, 2011 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Looong update times on ARSCHEMA

Hello Derek,

I have been facing with the exact same situation as you are since for a
while sparodically. Although I have been in contact with BMC for months -
believe me - I still have no progress.

Wondering - Has you issue been resolved by now? If yes, how did you manage
to do that?

Regards,
Alkan Koray
--
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Re: Process Question - Problem Assignee vs Assigned Group

[Guillaume Rheault]

Hi Nathan,

I ran into the same issue. BTW, this situation you are describing is also 
present in ITSM 7.6.4.

Fortunately, the fix for this is simple. With the user tool, open form 
SYS:Status Transition Rules, and do the following query:

'Reference Form' = "PBM:Problem Investigation"

You will see all the valid status transitions per role.

So what you got to do, is manually create additional status transition entries 
for the "Application Manager" role.

As you can see, there are many more status transition rules for the 
"Application Assignee" role than the "Application Manager" role.
In our case, I created the missing status transition entries, so that 
"Application Manager" has the same status transitions as the "Application 
Assignee"

We already did this in ITSM 7.5.1, and tested this and found no issues. This 
fix should work well in ITSM 7.6.0, 7.6.3 and 7.6.4.

FYI, I had very long and quite frankly heated conversations with BMC Support on 
this, because I wanted to categorize this as a defect;
Initially, BMC support did not want to categorize this as a defect, but in the 
end they did.

I believe I also submitted an RFE.

Generally speaking, I feel the problem module has not been UA tested enough by 
BMC to uncover this kind if silliness and inconsistencies.

Hope this helps

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Nathan Aker [nathan_a...@mcafee.com]
Sent: Thursday, June 02, 2011 11:53 AM
To: arslist@ARSLIST.ORG
Subject: Process Question - Problem Assignee vs Assigned Group

**

 I've got kind of a theoretical/process oriented question regarding the problem 
management process as implemented in the Remedy Problem Mgt module.  In the 
tool, workflow enforces that an assignee (or assigned group member) cannot 
update the PBI until it is moved to an "Under Investigation" status.  However, 
the Problem Coordinator cannot simply assign to a group and move to "Under 
Investigation"... the coordinator is forced to assign an individual (or let the 
assignment engine do it).   This workflow basically prevents a "queue" 
mentality where items are assigned to the group and picked up by available 
group members or assigned out by a queue manager.   Our issue is the Problem 
Coordinator does not have intimate knowledge of the support groups 
availability/skill sets so is forced to contact the group manager or a SME to 
find out the appropriate assignee which introduces a lot of additional manual 
communication efforts that would be alleviated if he could simply assign to the 
Support Group and let them manage it from there and pick their own assignee.   
Anyone encountered this and what did you come up with in terms of a 
process/workaround?   Thanks.  Nathan


Nathan Aker
ITSM Solution Architect

McAfee, Inc.
5000 Headquarters Drive
Plano, TX 75024

Direct: 972.963.7611
Mobile: 469.644.7402
Web:www.mcafee.com

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<>

Re: Hidden Fields Causing A Very Large Web Page

[Guillaume Rheault]

I hope that Remedy developers at BCM are aware of this, since the main ITSM 
forms (HPD:Help Desk, CHG:Infrastructure Change, etc) still have a very large 
number of fields used in workflow, at least in ITSM 7.5.1

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Mueller, Doug [doug_muel...@bmc.com]
Sent: Friday, May 06, 2011 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hidden Fields Causing A Very Large Web Page

**
Jason is correct.

You do not need to have fields in the view to use them in workflow.

AND, you will get better performance and scale if you take any field that you 
never need to have visible
out of the view.  This makes your definition smaller (you don't need the 
display properties for something
you never display).  This makes your web page smaller and more efficient.  This 
makes less data have to
flow over the wire.  In all ways, it is a win.

Now, as Jason also points out, due to some oddities of what you can interact 
with, if you have an
attachment field that you want to interact with and it is never visible, you 
may need to leave that on the
form as a hidden field because you do need some of the constructs related to 
the field display around
to work with them (even though not visible).  There may also be an issue with 
table fields if you are going
to load and walk (why else would you ever load it in the first place) a table 
that is not visible.  This is not
that common, but it can occur.  You may have to have the table field as a 
hidden field.

But, other than these cases (not that common), you can remove all fields that 
never display from the view
and all workflow will work just fine and your application will be faster and 
more efficient.

NOTE: even the table field case...  I would strongly suggest that if you have a 
hidden table field that you are
getting data to do some kind of a table walk to do some calculation, that you 
consider moving that to a
service call so that you make a service call to the server, have filters load 
the table, walk it, and calculate,
and then return the answer.  This is less traffic on the wire (all the table 
data) and does everything in one
round trip (vs. several) and scales better and allows you to remove the table 
from the view for sure making
your UI lighter and faster.  Something to think about.

I hope this is helpful,

Doug Mueller


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, May 05, 2011 5:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Hidden Fields Causing A Very Large Web Page

** You do not need hidden fields in the view to use them in workflow.  I have 
occasionally had issues with Attachment pools/field where they had to be in the 
the view.  Aside from that we typically do not put hidden fields in our main 
view.

Jason

On Thu, May 5, 2011 at 3:03 PM, Drew Shuller 
mailto:drew.shul...@gmail.com>> wrote:
**
Good afternoon everyone!

Our main default help desk form has quite a few hidden fields on it, off to the 
right side and below. The Mid-Tier renders this form very wide and long, as if 
the fields are there, but the fields of course are not displayed. Aside from 
adding hidden tabs to the middle of the form and putting the hidden fields on 
those tabs, is there a trick to making sure that the web page is only as wide 
as the visible fields?

How about if I remove the fields from the view? But don't I need the hidden 
fields for whatever workflow is running when the users have that form open? 
Thanks in advance for the help.

Drew Shuller
JTF-Bravo

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Re: RFE (No Plans to Implement) - another idea

[Guillaume Rheault]

Hi Claire

well well, let's help BMC here once again

There are two option:

1. The account manager could then use technical sales people or consultants 
(from BMC or partners) to assist
2. BMC could fire those account managers that don't add any value and are just 
drawing a salary, and get some people that know something.
3. BMC could outsource this task

In any case, this is not a technical problem so the MBAs at BMC could 
figure this out... 

G 


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Sanford, Claire [claire.sanf...@memorialhermann.org]
Sent: Thursday, April 28, 2011 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: RFE (No Plans to Implement) - another idea

Guillaume,

You assume the Account Managers are more than just salesmen.  Mine is not.  He 
even admitted to me in a meeting that he knows nothing about Remedy.  What good 
would it do to tell him about enhancements.

C

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Thursday, April 28, 2011 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: RFE (No Plans to Implement) - another idea

Hi David,

This process is very cumbersome for the customer. Maybe it works great for BMC, 
but for customers it is as BAD as it can be.

Another idea is:

Get you account managers to actually pay visits to customers, get and compile 
and document feedback from teh client's management, business analysts, 
developers and system administrators; the account managers should record all 
the enhancement requests and the account manager should create the RFEs on 
behalf of the customer; of course you can have the customer validate the RFEs 
before submission. How about that?
This way, the customer does not need to WASTE any time TYPING the RFEs. And the 
account managers would be the ones checking for duplicate RFEs, etc.

Does this sound reasonable? Seems to me the account managers should have enough 
bandwidth to take over this. Moreover, it would actually allow them to REALLY 
know what their customers want and need, and how the products are used.

BMC should really brainstorm about all this and come up with solutions. You 
just need a little common sense and willingness. I believe all those cool-aid 
drinkers MBAs at BMC should stop thinking about their bonuses and start to get 
their act together to come up with ideas that work for BMC AND the customer.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Thursday, April 28, 2011 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: RFE (No Plans to Implement)

RFEs can be looked up here: 
http://apps.bmc.com/server/available.cfm?fc=REMDEFECTS

It's the same place you look up Defects.  So today, if you thought of an RFE, 
you can go to this location and type in the keyword to see if someone else has 
put in an RFE on the topic.  If you find one, you have a couple of choices...

1. Nod your head and do nothing.  In that case, the processing of the RFE would 
continue on without any additional influence.
2. Log a second RFE from your Support ID.  This will result in the second RFE 
(yours) being marked as a duplicate - but if enough customers request the same 
RFE, a higher priority/demand for the enhancement is conveyed to BMC.  In some 
cases, this can even reverse an RFE that has been declined (not always, but 
sometimes...).

-David J. Easter
Manager of Product Management, Remedy Platform BMC Software, Inc.

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


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Re: RFE (No Plans to Implement) - another idea

[Guillaume Rheault]

Hi David,

This process is very cumbersome for the customer. Maybe it works great for BMC, 
but for customers it is as BAD as it can be.

Another idea is:

Get you account managers to actually pay visits to customers, get and compile 
and document feedback from teh client's management, business analysts, 
developers and system administrators; the account managers should record all 
the enhancement requests and the account manager should create the RFEs on 
behalf of the customer; of course you can have the customer validate the RFEs 
before submission. How about that? 
This way, the customer does not need to WASTE any time TYPING the RFEs. And the 
account managers would be the ones checking for duplicate RFEs, etc.

Does this sound reasonable? Seems to me the account managers should have enough 
bandwidth to take over this. Moreover, it would actually allow them to REALLY 
know what their customers want and need, and how the products are used.

BMC should really brainstorm about all this and come up with solutions. You 
just need a little common sense and willingness. I believe all those cool-aid 
drinkers MBAs at BMC should stop thinking about their bonuses and start to get 
their act together to come up with ideas that work for BMC AND the customer. 

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Thursday, April 28, 2011 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: RFE (No Plans to Implement)

RFEs can be looked up here: 
http://apps.bmc.com/server/available.cfm?fc=REMDEFECTS

It's the same place you look up Defects.  So today, if you thought of an RFE, 
you can go to this location and type in the keyword to see if someone else has 
put in an RFE on the topic.  If you find one, you have a couple of choices...

1. Nod your head and do nothing.  In that case, the processing of the RFE would 
continue on without any additional influence.
2. Log a second RFE from your Support ID.  This will result in the second RFE 
(yours) being marked as a duplicate - but if enough customers request the same 
RFE, a higher priority/demand for the enhancement is conveyed to BMC.  In some 
cases, this can even reverse an RFE that has been declined (not always, but 
sometimes...).

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

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


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Re: RFE (No Plans to Implement)

[Guillaume Rheault]

Hi David,

How does BMC determines the demand for an RFE? Are you relying on BMC 
consulting services or the sales department to gauge and estimate the demand?
It seems to me the proper way would be to open the process by having willing 
customers participating and voting in the process. No offense, but most sales 
guys (not just BMC, let's be clear on this) only deal with management and they 
don't really know what users (technical and business users) want.

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Thursday, April 28, 2011 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: RFE (No Plans to Implement)

The phrasing is, admittedly, a little confusing - but the general message being 
conveyed is that the RFE was put in several releases ago and the RFE has been 
considered but deferred several times.  If an RFE is considered and deferred 
multiple times, it is an indication that the enhancement request isn't going to 
be of high enough demand or priority to justify implementation.  Rather than 
just leave the RFE in a nebulous state, BMC feels it appropriate to be honest 
with customers and just close the RFE with "No plans to implement" - because 
there are no plans to implement it.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Thursday, April 28, 2011 02:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: RFE (No Plans to Implement)

It sounds like - if you wait long enough -  you can close the ticket!

Or - they think it is just like cheese - it's getter better with time - until 
it is out of date!

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Jarl Grøneng [jarl.gron...@gmail.com]
Sent: 27 April 2011 19:40
To: arslist@ARSLIST.ORG
Subject: RFE (No Plans to Implement)

This one is a new one

"Our RFE Review Committee has re-reviewed this RFE and, unfortunately,
decided to reject this RFE due to the fact the version this RFE was
filed on is no longer supported."


--
J

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Re: SLM 7.6 - Task Management?

[Guillaume Rheault]

Totally agree with yours and Tauf's rational
Companies that are more mature from a process and metrics perspective 
definitely need to have this kind of breakdown, otherwise you simply cannot 
improve the service level.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Pierson, Shawn [shawn.pier...@sug.com]
Sent: Wednesday, April 27, 2011 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?

**
What you say makes sense, except that Service Level Management includes OLAs, 
and it would be very useful to be able to break down the internal components of 
the work to determine what is causing the higher level SLAs to be violated.  
For example if you had a specific type of Change that always ended up violating 
SLAs, you could check the OLAs at the Task level and see what group is causing 
the problem and address it that way.

We have a process that involves some non-I.T. groups, one of which is 
notoriously slow.  As a result, if we could track the OLA-level work being done 
on these items at the Task level, we’d be able to exclude the non-I.T. groups 
and only monitor the specific tasks we have control over.  If we did it at the 
Change level, we would regularly be in violation because we have no real way to 
predict the amount of time that would occur.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Butera, Joseph
Sent: Wednesday, April 27, 2011 2:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?

**
Are not service level agreements made with customers or clients rather than 
internal support groups? Tasks can be children of incident, problem, or change 
requests. Of these, only incidents are concerned with service restoration 
within an agreed upon timeframe.  I think it would be difficult to establish 
contractual obligations on the resolution of problems or the implementation of 
change requests. Given that, I doubt BMC would provide such an out of the box 
integration.

My 2 cents,

Joe Butera

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault
Sent: Wednesday, April 27, 2011 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?

**
John Weigand,

>From the time Tauf posted this request to the time he figured the solution, 
>that's 4 hours. Take out an hour for lunch, that's 3 hours.
Why can't BMC just get this done quickly and incorporate task management into 
SLM? Is BMC so overwhelmed with red tape that this cannot be done?

This is truly ridiculous...

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Weigand, John [john_weig...@bmc.com]
Sent: Wednesday, April 13, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?
**
Tauf,

SLM does not have an out-of-the-box integration to Task Management at this 
time.  You will have to treat it as a custom data source.

You should submit an RFE to ask for this integration.

-John

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, April 13, 2011 9:10 AM
To: arslist@ARSLIST.ORG
Subject: SLM 7.6 - Task Management?

**
All,
I’m venturing into SLM territory and have one question right away.
I see no choices out of the box to monitor the Task Management system. So for 
example, Tasks related to incidents or tasks related to changes/problems. Does 
this have to be added to SLM as a custom data source?

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779



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Re: SLM 7.6 - Task Management?

[Guillaume Rheault]

John Weigand,

>From the time Tauf posted this request to the time he figured the solution, 
>that's 4 hours. Take out an hour for lunch, that's 3 hours.
Why can't BMC just get this done quickly and incorporate task management into 
SLM? Is BMC so overwhelmed with red tape that this cannot be done?

This is truly ridiculous...

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Weigand, John [john_weig...@bmc.com]
Sent: Wednesday, April 13, 2011 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM 7.6 - Task Management?

**
Tauf,

SLM does not have an out-of-the-box integration to Task Management at this 
time.  You will have to treat it as a custom data source.

You should submit an RFE to ask for this integration.

-John

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf
Sent: Wednesday, April 13, 2011 9:10 AM
To: arslist@ARSLIST.ORG
Subject: SLM 7.6 - Task Management?

**
All,
I’m venturing into SLM territory and have one question right away.
I see no choices out of the box to monitor the Task Management system. So for 
example, Tasks related to incidents or tasks related to changes/problems. Does 
this have to be added to SLM as a custom data source?

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779



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Re: Slightly OT: Mid-Tier and Apple iPhone...

[Guillaume Rheault]

Or maybe it's time for BMC to swallow Aeroprise, kinda like Shamu snatching up 
Nemo!


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Joe Martin D'Souza [jdso...@shyle.net]
Sent: Thursday, March 10, 2011 4:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Slightly OT: Mid-Tier and Apple iPhone...

**

I wonder if that is the direction they might be headed to with version 8 :-)

From: Tony W
Sent: Thursday, March 10, 2011 4:35 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Slightly OT: Mid-Tier and Apple iPhone...

** I don't want Flash on my iPhone, but it would be cool to get to Mid-Tier.

BMC needs to move away from Flash, and towards HTML 5.  Just my personal 
opinion.  :-)

Tony

On Mar 9, 2011, at 2:55 PM, Joe Martin D'Souza wrote:


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Re: Session timeout on Midtier

[Guillaume Rheault]

The form name is actually "AR System User Preferences"

I suspect this form will become more important and functional with the demise 
of the user tool


____
From: Guillaume Rheault
Sent: Tuesday, April 26, 2011 4:05 PM
To: arslist@ARSLIST.ORG
Subject: RE: Session timeout on Midtier

Hi Bola

Sorry for the late reply, but the easiest way is to accomplish without setting 
up another mid-tier and other solutions that otehr ARS listers posted is simply 
the following:

- For any existing users:

1. Open form "AR System User Preferences Session" as an administrator and do a 
blank search
2. Select all the entries for the users you want to set the session timeout and 
select Modify all
3. In the Web tab, set field Session Timeout in Minutes to teh value you want
4. Click Save to modify all the selected records.

The same can be accomplish this with a couple of filters, one thatw ould check 
whether teh user belongs to teh desired supprot group, and teh second one that 
does actually sets the timeout

You can also create a filter that fires on Submit on this form to set the 
timeout.

I have tried this and works well in 7.5, you should have no issues

Alternatively with a little development, you could have a link on the home page 
that opens up a pop-up asking the user the desired session timeout.

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Oyefeso, Bola [boyef...@dpscs.state.md.us]
Sent: Tuesday, March 08, 2011 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Session timeout on Midtier

**
Does anyone know how to make the session not to timeout for some groups on 
Middtier?

Bola Oyefeso

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Re: Session timeout on Midtier

[Guillaume Rheault]

Hi Bola

Sorry for the late reply, but the easiest way is to accomplish without setting 
up another mid-tier and other solutions that otehr ARS listers posted is simply 
the following:

- For any existing users:

1. Open form "AR System User Preferences Session" as an administrator and do a 
blank search
2. Select all the entries for the users you want to set the session timeout and 
select Modify all
3. In the Web tab, set field Session Timeout in Minutes to teh value you want
4. Click Save to modify all the selected records.

The same can be accomplish this with a couple of filters, one thatw ould check 
whether teh user belongs to teh desired supprot group, and teh second one that 
does actually sets the timeout

You can also create a filter that fires on Submit on this form to set the 
timeout.

I have tried this and works well in 7.5, you should have no issues

Alternatively with a little development, you could have a link on the home page 
that opens up a pop-up asking the user the desired session timeout.

Guillaume



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Oyefeso, Bola [boyef...@dpscs.state.md.us]
Sent: Tuesday, March 08, 2011 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Session timeout on Midtier

**
Does anyone know how to make the session not to timeout for some groups on 
Middtier?

Bola Oyefeso

_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: notification on work info update

[Guillaume Rheault]

There is no such thing...

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Martinez, Marcelo A [marc...@cpchem.com]
Sent: Thursday, April 14, 2011 12:11 PM
To: arslist@ARSLIST.ORG
Subject: notification on work info update

ITSM 7.0.03

Isn't there a OOB notification that goes out to the assignee when another 
person updates the work info of an incident? Thought I saw this somewhere ---

Marcelo

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Re: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system

[Guillaume Rheault]

Hi Mario,

I was not aware that this is now possible with 7.6.4, but that is actually very 
good news!
These are actually common customizations that customers request, so BMC decided 
to incorporate them into the product. 

Guillaume

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of "Mario Röhr" [mario.ro...@gmx.de]
Sent: Tuesday, April 19, 2011 2:24 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 - Modify Incident or Change by Work Info or Email system

Hi Listers,

when you open an Incident or Change that is not assigned to yourself you will 
receive the banner stating "You do not have permission to modify this ticket".

But you can add a Work Info or use the Email System function within this ticket.

Our customer's opinion is that it should not be possible to use those both 
functions when you do not have the permission to modify the ticket. So the 
buttons should be hidden or at least disabled in this case.

what do you think, is it workin as designed?

Any feedback is very appreciated.

Thanks,
Mario

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Re: Config defaults changed on server in 7.6.04

[Guillaume Rheault]

Hi Misi,

Could it be that only specific forms have the Next Request ID Block Size set?

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Misi Mladoniczky [m...@rrr.se]
Sent: Tuesday, February 22, 2011 6:11 AM
To: arslist@ARSLIST.ORG
Subject: Config defaults changed on server in 7.6.04

Hi,

I am seeing arschema.nextId committed on failed transactions and nextId
jumping in steps of 25 on my upgraded 7.6.04 server.

This would be OK if I had the following options set in ar.conf/cfg, but
they are not in my config file:

Next-ID-Commit:T
Next-ID-Block-Size:25

This is what the log shows, do you see the same thing as I do?
http://rrr.se/tmp/rrrLog764nextId.html

This did not happen in version 7.6.03, so the default behaviour has
apparently changed!

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

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Re: Atrium Console.. a one off

[Guillaume Rheault]

As long as BMC keeps the CMDB:Console, I'll be a happy camper.
We were never able to get the flash Atrium console working, probably because we 
were one of the first customers to go with 7.5, and all the bugs were not fixed 
back then.
We attempted to make it work, but could not, and BMC support was stumped back 
then; so in the end, we use the good ol' cmdb:console.
Eventually we will upgrade to 7.6.4 or whatever comes next, and we'll hope it 
works well.

If the cmdb :console was not available in 7.5, we probably would have remained 
at 7.0.3...

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Chuck [cpg...@gmail.com]
Sent: Wednesday, February 16, 2011 6:21 PM
To: arslist@ARSLIST.ORG
Subject: Atrium Console.. a one off

Not sure what to think of Atrium console, while its a slick bit of
Flash. Its a one off.
Its not a true application that can be directly modded by the
Developer Studio.
Not entirely sure why we did this Flash application. Who are we trying
to impress?
We should have stuck with what you could develop from the Developer
Studio.
I always enable the CMDB:Console in addition to the Atrium Console.

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Re: 7.6.04 Delta Data Migration tool - Question

[Guillaume Rheault]

Hi Chris,

This is where the Remedy OnDemand concept will benefit the "on-premise" 
customers, since BMC will upgrade the on-demand customers with this Delta data 
Migration tool.
Since the Remedy On-Demand customers will be upgraded every four months 
(according to BMC), this means the Delta Data Migration will be run on all the 
on-demand customers 3 times per year.

So this tool **must work** for the later versions of the ITSM suite, i.e. 
7.6.x, but it's a different story for older versions, specially anything less 
than 7.5 (when BMC stated they supported ITSM modules at different versions 
starting at 7.5)

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of strauss [stra...@unt.edu]
Sent: Thursday, February 10, 2011 1:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Delta Data Migration tool - Question

Success?  It's so new that I doubt it, unless someone outside BMC tested it 
during the beta.  Considering that it will take someone several days just to 
install and patch up the staging server to begin the process, I suspect that no 
one is that far along yet.

I am studying it, and see two problems so far.  One is that some of the 
customizations on 7.1/7.0 that it would have to convert with the Best Practice 
Conversion Utility (also untested here) are simply not going to fit; several 
ITSM/Incident modules that we customized have been re-written not once but 
several times between 7.0.02/03 and 7.6.04 - for example the CTM:PeopleSearch 
function was re-designed several times up to 7.6.03, and I haven't even looked 
at 7.6.04 yet.  The other is that the sequence in their diagram does not take 
into account the need to install 7.1/7.0.02/03 on Windows Server 2003/SQL 
Server 2005, but the target 7.6.04 system will be 2008 R2/2008, giving you an 
extra step to move the upgraded staging server from 2003/2005 to a clean 7.6.04 
server on 2008/2008 for the delta data and validation processes.  Also, it will 
be VERY interesting to see how the delta data process handles the changes from 
the My Company model in 7.1/7.0 to Calbro in 7.6.04; we have found it necessary 
to wipe out the Calbro data in most of our tests since we had custom data added 
beyond My Company for multi-tenancy that already occupies the 
group/company/site etc. ID space that Calbro tries to use. My guess is that the 
delta data migration tool will probably screw that up and overwrite something 
that it shouldn't in one of the many foundation tables, killing one or more of 
the custom organizations in the process.

Also, we are still waiting for some sort of patch since SLM 7.6.04 does NOT 
work properly with the Best Practice Conversion Utility, according to the SLM 
release notes pg. 4.

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:arslist@ARSLIST.ORG] On Behalf Of Ramey, Anne
Sent: Wednesday, February 09, 2011 12:40 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 Delta Data Migration tool - Question

In this doc it says you need to turn off all DB triggers in the ARSystem 
schema.  I'm on ARS 7.1 CMDB 2.1 p4 and ITSM 7.0.03 p9 and don't seem to have 
any DB triggers.  Did they start using these in a later version or am I missing 
something?

I logged into the DB as aradmin and did:
SELECT TRIGGER_NAME FROM USER_TRIGGERS;
And there were 0 rows returned.

Also, has anyone used this tool with great success (please say yes)?  We are 
moving from the config above to ARS 7.5 p6 CMDB 7.6 p2 and ITSM 7.6 p1 and this 
could save us a lot of work.

Anne Ramey
***
E-mail correspondence to and from this address may be subject to the North 
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authorized State Official.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Tuesday, February 01, 2011 5:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 Delta Data Migration tool

The White Paper on this topic can be found here:

31-Jan-2011 Using Delta Data Migration to migrate BMC Remedy IT 
Service Management Suite
http://documents.bmc.com/supportu/documents/42/59/194259/194259.pdf


-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Phil
Sent: Monday, January 31, 2011 05:2

Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Guillaume Rheault]

Ok, so big difference. Since you were referring to records instead of entries, 
i thought you were doing something at the database level, which i am in my 
case. But still, you would think that the Create Date and Modified Date would 
be indexed so the delta would would execute is a split of a second.

Mr Misi's tool RRRchive could take advantage of that too

I would like to see some real world scenarios of the Delta Data Migration tool, 
for instance if BMC is planning to use that with the Remedy On-Demand customers


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Roger Justice [rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

** Remember I am doing API to API and insuring data integrity including 
relationships between different versions of ARS/ITSM.



-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 4:21 pm
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
100K records per hour is not a lot, it's actually pretty low
With database links, I can do 2 million records per hour, and this is by 
dumping all the records from one table to the other which involves a full table 
scan (so not dealing with deltas here)

I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes 
out of the box.
I am sure that indexing these fields would improve performance dramatically by 
avoiding all the full table scans.

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Roger Justice 
[rjust2...@aol.com<mailto:rjust2...@aol.com>]
Sent: Monday, January 31, 2011 4:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

** When I used it I did not make any new indexes and I was able to move, on a 
good network, over 100K records per hour.



-Original Message-
From: Guillaume Rheault mailto:guilla...@dcshq.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Easter, David 
[david_eas...@bmc.com<mailto:david_eas...@bmc.com>]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Long running ITSM 7.6 upgrade

Two recent capabilities are intended to assist with these kind of situations.

1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

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

_attend WWRUG11 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
Answers Are"_
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Answers Are"_
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Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Guillaume Rheault]

100K records per hour is not a lot, it's actually pretty low
With database links, I can do 2 million records per hour, and this is by 
dumping all the records from one table to the other which involves a full table 
scan (so not dealing with deltas here)

I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes 
out of the box.
I am sure that indexing these fields would improve performance dramatically by 
avoiding all the full table scans.

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Roger Justice [rjust2...@aol.com]
Sent: Monday, January 31, 2011 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

** When I used it I did not make any new indexes and I was able to move, on a 
good network, over 100K records per hour.



-Original Message-
From: Guillaume Rheault 
To: arslist 
Sent: Mon, Jan 31, 2011 3:57 pm
Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

**
Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume


From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] on behalf of Easter, David 
[david_eas...@bmc.com<mailto:david_eas...@bmc.com>]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Long running ITSM 7.6 upgrade

Two recent capabilities are intended to assist with these kind of situations.

1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.
2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

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

_attend WWRUG11 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the 
Answers Are"_
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_

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Delta Data Migration tool (was Long running ITSM 7.6 upgrade)

[Guillaume Rheault]

Hi David,

Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in 
all the forms in the source system, so the delta data migration tool can 
quickly fetch the entries created or updated from a specific timestamp, to 
migatre the delta data into the new production system?

Guillaume


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of Easter, David [david_eas...@bmc.com]
Sent: Sunday, January 30, 2011 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Long running ITSM 7.6 upgrade

Two recent capabilities are intended to assist with these kind of situations.


1.   The ITSM Preconfigured Suite Stack Installer.  The Suite Stack 
Installer (SSI) enables a fresh install of the entire ITSM Suite to be 
installed in an hour or two.  All of the applications and configurations are 
pre-loaded in a DB image provided by BMC – so the installer need only lay down 
the binaries and copy the DB image into an empty DB instance provided by you.  
Time has been reduced from up to 60 hours down to 1-2 hours for a fresh 
install.  While the SSI cannot be used for upgrades, it is good for creating a 
staging, development or POC system.

2.   Delta Data Migration.  The ITSM Suite 7.6.04 includes utilities that 
enable you to migrate data from your production environment to a 
staging/development server until you are ready to switch over from development 
to production.  Basically, you’ll create a parallel system in 
staging/development that will eventually become your production server.  When 
your maintenance window arrives, you can bring down both systems, transfer the 
last bit of user data (which should be only a couple of hours or, at most days) 
and then bring up the staging server as your new production server.  Downtime 
has been reduced to 4 hours or less using this methodology.

-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

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


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Re: Massive upgrade challenge!! = USE RRRChive!

[Guillaume Rheault]

With all its repeated successes, RRR may be in danger of begin acquired by BMC  
 :0)

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Kemes, Lisa [lisa.ke...@tycoelectronics.com]
Sent: Tuesday, December 28, 2010 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: Massive upgrade challenge!!  = USE RRRChive!

I second this!

Lisa
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mark Lev
Sent: Tuesday, December 28, 2010 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: Massive upgrade challenge!! = USE RRRChive!

I don't normally do this, but I have to give big kudos to RRRChive.  We just 
performed a test data migration of around 3 million records, and without taking 
anything away from migrator, it choked on this one.  RRRChive came to the 
rescue and performed magnificently.

Thanks Misi for this great tool; it really made my job easier.  I am now 
confident that when we go live to production, we will have a success story.

I highly recommend that you take a look at their tools, it may be the best 10 
minutes you spend :)

Oh and the configurator is AWESOME.  Too easy!

Thanks,
Mark

P Please consider the environment before printing this message.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Tuesday, December 28, 2010 2:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Massive upgrade challenge!!

Hi,

1. Install a new server on a new database 2. Compare and apply manual changes 
to the system forms manually as desired 3. Export/import def-file of your 
custom forms/applications/objects 4. Use RRR|Chive to SYNC all your data to the 
new machine:
https://www.rrr.se/cgi/rrrchive/main
5. Use RRR|DefHideExpandBox to fix your layout:
https://www.rrr.se/cgi/tools/main#rrrDefHideExpandBox
6. Test your system and fix any problems 7. Do a final data SYNC using 
RRR|Chive and switch over your users

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hi all,
>
> Greetings to all,
>
> I have recently joined ARS list and have been working on AR server
> since about 2 and a half years as a developer in BMC software.
> Now I have an interesting challenge in front of me I need to upgrade
> an ARS
> 5.0.1 to ARS 7.5 P003.
> The reason being performance hit on HP UX machine due to high number
> of concurrent users.
>
> So here is my problem I am not sure that if we upgrade to ARS 7.5 P008
> there will be an performance improvement, but as far as I know I am
> betting on 64-bit support of ARS 7.5 as compared to ARS 5.0.1 which is
> 32-bit. Also number of memory leaks that have been fixed along the
> version.
>
> So if anyone thinks that this is a good idea to go ahead with let me know.
> Also I am currently investigating on the correct and accurate steps to
> perform the upgrade. If anyone had already performed the upgrade
> before kindly share the experience as it will be a great help.
>
> Just to give a environment info we are on ARS 5.0.1 on HP-UX machine
> with no OOTB apps installed at all. But have a completely customized
> application developed on this server which we use.
>
> Thanks & Regards,
> Vikrant Kulkarni
> Tech M
>
> << Disclaimer : Views, comments and/or suggestion given here are all
> personal and should not be considered to be official statements from
> Tech Mahindra >>
>
>
> --
> View this message in context:
> http://old.nabble.com/Massive-upgrade-challenge%21%21-tp30520063p30520
> 063.html Sent from the ARS (Action Request System) mailing list
> archive at Nabble.com.
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Re: ORACLE Cursor Sharing

[Guillaume Rheault]

Hi Conny,

Is that a bug? is BMC support aware of this?

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Conny Martin [conny.mar...@t-systems.com]
Sent: Monday, November 29, 2010 3:13 PM
To: arslist@ARSLIST.ORG
Subject: AW: ORACLE Cursor Sharing

**
Frank,

IMHO this parameter does not have an effect on performance. Somtimes arserverd 
issues an "alter session set cursor_sharing = exact" for some reason. To reset 
it back to it's desired value you have to specify it in ar.cfg


  /* So Nov 14 2010 08:21:24.2067 
*/INSERT INTO B233C536870999 (C536870999, entryId) VALUES (:x,'W0015085672')
  /* So Nov 14 2010 08:21:24.2068 */Set 
LOB into the above row ...
  /* So Nov 14 2010 08:21:24.2068 */ALTER 
SESSION set CURSOR_SHARING = EXACT
  /* So Nov 14 2010 08:21:24.2070 */OK
  /* So Nov 14 2010 08:21:26.9983 */OK
  /* So Nov 14 2010 08:21:26.9983 */ALTER 
SESSION set CURSOR_SHARING = FORCE
Don't know why, but always when inserting an attachment these alter session 
statements are issued.

Kind Regards Conny


Von: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] Im Auftrag von Frank Caruso
Gesendet: Montag, 22. November 2010 19:46
An: arslist@ARSLIST.ORG
Betreff: ORACLE Cursor Sharing

** Does anyone know what effect setting the Oracle Cursor Sharing parameter in 
the ar.cfg has on performance?

I understand what cursor sharing is and have it set at the Oracle (database) 
level but want to know why it needs to be set in the ARS server config file.

Thank you,
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Re: How do I remove "dead space" in Mid-Tier?

[Guillaume Rheault]

Does anybody know whether this is still an issue with Mid-Tier 7.6.3 ?

Thanks, Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of LJ LongWing [lj.longw...@gmail.com]
Sent: Tuesday, November 16, 2010 6:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: How do I remove "dead space" in Mid-Tier?

**
Shane,
The Mid Tier makes a view as big as you have for fields in the view.  This 
includes hidden fields….so the only way I have been able to find is to add 
everything to a page holder in multiple tabs and ensure that everything you 
have on the form is within the area you want displayed.  The suggestion by 
another user will set the size of the screen, but will not eliminate the scroll 
bars.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shane Buchholz
Sent: Tuesday, November 16, 2010 3:17 PM
To: arslist@ARSLIST.ORG
Subject: How do I remove "dead space" in Mid-Tier?

**
Is there a way to limit the amount of “dead space” visible in the Mid-Tier?  
Right now most of my users have scrollbars in IE 7, and the scrollbars scroll 
down far enough that the forms are out of view.  I am trying to determine how 
to set this so it only scrolls down to view the length of the form.  My users 
are very frustrated.  Any ideas would be appreciated.

ARS 7.5
ITSM 7.6
Windows Server 2008 (64-bit)
SQL 2005

Thanks,

Shane Buchholz
Systems Analyst II - Remedy
Information Services Operations
Samaritan Health Services



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Re: "Working as designed" type defects

[Guillaume Rheault]

Your input is invaluable in helping to move the product forward.  Input from 
customers has led to a number of
significant cleanups in the applications in the past few releases and we are 
getting good response to the
7.6.3 release and another wave of consistency is coming in the next few 
releases.

Also, some modularization going on inside the applications is making it more 
likely that consistent
interaction will occur in many areas with more sharing of logic and interaction.


This is a good discussion and it is important to keep BMC honest and not just 
hide behind an "as designed"
shield.  Please keep up the pressure.

But, I hope this note has helped to explain a bit about why there are 
differences in something not working at
all vs. not working best because another way is better and why they are 
different and why the difference is an
important one in deciding how to respond to the report.

I hope it also has helped encourage more submissions of RFEs to report 
consistency problems and ask for
better in future releases.

Doug Mueller

________
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Wednesday, November 10, 2010 10:54 AM
To: arslist@ARSLIST.ORG
Subject: "Working as designed" type defects

**
 I'm sending this post to the list community to see what is the general feeling 
about issues that BMC Support classifies as "working as designed"
The category of issues I am referring to specifically here is inconsistencies 
in functionality between ITSM modules or within a single specific module.
More specifically, and to name only a few, in ITSM 7.5.1 but apparently still 
present in 7.6.3:

- Assigned group searches in tasks are different than assigned group searches 
in change
- Assigned group searches, change manager group searches, and change 
implementer group searches are different
- Task tab in problem investigation is different than the task tab in the 
incident form

When I raise these issues with BMC support, I get the reply that it's working 
as designed. Well the problem with that, is that customization is required to 
make functionality, and look and feel consistent.
It seems to me that BMC should create a "Design Defect" classification in 
addition to the existing defect classification, which are essentially 
implementation defects. I mean why should I need to create an RFE for something 
that should work consistently in the first place? Seems like "Working As 
Designed" is simply an easy way out of the situation. Quality Assurance 
**should** catch these defects. Is this too much to ask?

A defect is a defect because the customer perceives that as a defect, that 
should be the bottom line. This is not new functionality, only making the 
functionality and user interface work to the way it is expected.

Thoughts?

Guillaume


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Re: Remedy OnDemand - SaaS platform discussion

[Guillaume Rheault]

Hi Ann,

i just realized you posted already.
My question is, are all the database instances in the same database server? How 
are the resources from the database server shared among all the instances?
Is the storage shared too?

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Brock, Anne [anne_br...@bmc.com]
Sent: Thursday, November 11, 2010 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

**
Please talk to your account reps if you want to learn more about Remedy on 
Demand! Here are my comments, but please review our website and talk to your 
rep for official comments. I wouldn't normally post this much to this list, but 
I didn't want some misconceptions getting hardened in stone.

1) You do NOT share your database with other companies. You have your own 
database instance. You can choose to use multi-tenancy within that, but you 
have your own set of apps, your own database
2) We provide Dev, Test and Production environments
3) You own the data (if you're going with BMC - I can't speak to other vendors)
4) Because it's the same application regardless of whether you are doing On 
Demand or On Premise, if you switch from On Demand to On Premise, you stand up 
an ITSM instance (takes a couple hours with our new stack installer!) and bring 
the data over
5) You can do customizations. We run them through a certification process to 
ensure that they won't break on upgrades, but you can customize.
6) Yes, event managers and discovery data can be integrated with the system. 
Other integrations are available as well.
7) BMC handles upgrades, patches, etc.

There are customers for whom On Demand is the perfect fit. There are other 
customers who do a lot of customizations, custom apps, etc who will probably 
prefer to remain On Premise customers. Luckily, it's the same great software 
either way!

If you are interested, I demo Remedy on Demand every Tuesday, at 9:00 a.m. 
central time; you can sign up for the session at www.bmc.com/events

Anne Brock
Principal SC, BMC Software

*** My comments here are my own and do not necessarily reflect BMC's policies, 
standards, etc. ***


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Re: Remedy OnDemand - SaaS platform discussion

[Guillaume Rheault]

hi Tauf

You make a very good and critical point: that you are sharing the DB with other 
companies. This is very critical. You would users from some companies doing 
"bad queries", or running exhaustive reports, that perform multiple full table 
scans. In a shared DB environment, and in the specific case of Remedy, a shared 
DB instance, this impacts all the users and therefore all the 
companies/customers. Very bad situation. From a DB administration and 
performance tuning perspective, it becomes harder to analyze and troubleshoot 
performance, and to pinpoint what queries are responsible for the degraded 
performance and by what users.

It seems to me a "fair" approach would be to segregate/dedicate the database 
instances per customer, which means that each customer would need to have its 
own Remedy application server, since only one application server can connect to 
one database instance. However, you still have the issue of shared storage to 
deal with, that also would need to be configured to equally provide storage 
resources equally among all the databases, and therefore among all the 
customers.

Sharing infrastructure is already complex and wrought with issues within a 
single customer (for instance sharing your SAN and database server between 
let's say Remedy, Finantial, HR apps) now sharing infrastructure between 
different customers is even worse.

the more we analyze this topic,the more we see that SaaS (whether BMC or 
Service-Now or Micky Mouse Inc) has many problems.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Chowdhury, Tauf [tauf.chowdh...@frx.com]
Sent: Thursday, November 11, 2010 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

**
I cannot see migrating an existing Production ITSM environment that has 
external integrations and even minor customizations over to the SaaS platform. 
However, I do see an opportunity for companies that cannot afford or maintain 
multiple environments to use the SaaS platform to host a “Training” 
environment. If there weren’t so many restrictions you could possibly do Dev as 
well but since it is locked down and you share your DB with other companies, 
this could be an impossibility.

Maybe BMC has answers to this and maybe they don’t but the presentation didn’t 
give me the “warm and fuzzies” about it.

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Mobile:646.483.2779


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Thursday, November 11, 2010 10:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

John,

I think the AR System platform can work well in a SaaS model. So I think it's 
more like what kind of applications are appropriate for SaaS.
I don't think a full-blown BSM/ITSM implementation with all the modules, all 
the integrations, all the reports, etc, etc can work as SaaS.

But I can very well envision small, targeted and generic applications built on 
Remedy and provided as a software subscription service.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of John Sundberg [john.sundb...@kineticdata.com]
Sent: Thursday, November 11, 2010 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion
**

Tauf/Guillaume/ARSList,


Do you think ARSystem is designed for a SAAS model?
(somewhat - refers back to the previous posting of "Works as designed")


-John


On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote:

**
Listers,
Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the 
Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got 
hammered on issues with the SaaS platform. Mainly, it was around the “loss” of 
control and limited support of customizations. There were also issues around 
upgrades. Have any of you given this a thought?
It provided for some entertaining dialogue last night so it should be even more 
so here on the list!

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779



This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and atta

Re: Remedy OnDemand - SaaS platform discussion

[Guillaume Rheault]

John,

I think the AR System platform can work well in a SaaS model. So I think it's 
more like what kind of applications are appropriate for SaaS.
I don't think a full-blown BSM/ITSM implementation with all the modules, all 
the integrations, all the reports, etc, etc can work as SaaS.

But I can very well envision small, targeted and generic applications built on 
Remedy and provided as a software subscription service.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of John Sundberg [john.sundb...@kineticdata.com]
Sent: Thursday, November 11, 2010 7:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy OnDemand - SaaS platform discussion

**

Tauf/Guillaume/ARSList,


Do you think ARSystem is designed for a SAAS model?
(somewhat - refers back to the previous posting of "Works as designed")


-John


On Nov 10, 2010, at 4:53 PM, Chowdhury, Tauf wrote:

**
Listers,
Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the 
Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got 
hammered on issues with the SaaS platform. Mainly, it was around the “loss” of 
control and limited support of customizations. There were also issues around 
upgrades. Have any of you given this a thought?
It provided for some entertaining dialogue last night so it should be even more 
so here on the list!

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779



This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
_attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers 
Are"_

--
John Sundberg

Kinetic Data, Inc.
"Building a Better Service Experience"
Recipient of:
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

john.sundb...@kineticdata.com
651.556.0930  I  www.kineticdata.com









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Re: Remedy OnDemand - SaaS platform discussion

[Guillaume Rheault]

Hi Tauf

I don't think you can do a full BSM implementation with that approach, whether 
it is Remedy or Service-Now or whatever; I am defining here BSM as all ITSM 
modules and areas, including CMDB, discovery tools, SLM, Event/Network 
Management, service request, all kinds of reporting, etc, etc.
Is it even possible to integrate your discovery tools with the CMDB hosted in 
Remedy SaaS or Service-Now? What about your network management tools, service 
request, etc, etc.

Besides all of that, think about the data issues:

who owns the data, your company or BMC (or Service-Now)?
if the contract is terminated, will you get your data back? if yes, when? will 
it take a month, two months?
If there is a security breach at the SaaS provider, what happens?
If the SaaS stuff does not work, will you be able to in-source it back, or are 
you going to be dead in the water for whatever amount of time it takes to stand 
up the ITSM suite again, which would be weeks or maybe months in certain 
situations.

The question is, are you trying to reduce the Total Cost of Ownership of the 
Remedy ITSM application, or do you want to optimize your IT Operations?

These are just a few bullet points to think aboutI am sure an expert in 
outsourcing enterprise applications would be able to find more things to 
consider.

Guillaume


From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Chowdhury, Tauf [tauf.chowdh...@frx.com]
Sent: Wednesday, November 10, 2010 4:53 PM
To: arslist@ARSLIST.ORG
Subject: Remedy OnDemand - SaaS platform discussion

**
Listers,
Hey, I just wanted to get your opinions on the Remedy SaaS vision. I was at the 
Column Roadshow in NYC where the BMC rep presenting Remedy OnDemand got 
hammered on issues with the SaaS platform. Mainly, it was around the “loss” of 
control and limited support of customizations. There were also issues around 
upgrades. Have any of you given this a thought?
It provided for some entertaining dialogue last night so it should be even more 
so here on the list!

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779



This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or entity to which it is addressed. If you are 
not the intended recipient of this e-mail, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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