AREmail java process
Quick question on AREmail Java process We are seeing a problem where the arserverd appears to be exerting the proper level of control over the tcp keepalive setting for the connections between itself and the AREmail preprocessor, as well as the DB connections. The AREmail java preprocessor, on the other hand, does not appear to be applying any kind of tcp keepalive to the front-side connections - IE those coming in to it from the web tier servers or directly from user clients. Because the front-end process is failing to apply a tcp keepalive to the incoming connections, it has no way of knowing if the client is still there or not. Thus the 3900 sockets open to the AREmail processes, which then replicates those connections back to the arserverd for another 3900 sockets. There are a total of more than 7800 sockets open between those two functions. Any ideas? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Question on open sockets
Is this type of behavior normal? Right now one of the production AR servers has 3600 sockets in use by the ARemail java process, and almost 3800 sockets assigned to the arserverd daemon. IPv6 traffic is not being blocked by the server and we are wondering if it should be. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM upgrade 7.6.04
All, I wanted to get a feel for how feasible the following upgrade would be. We have a 7.6.04 environment with the only SP being AR SP5. Our development environment is one mid-tier/one AR server, test is one mid-tier/one AR server and production 2 mid-tiers/2 AR servers. The application was installed as root and we want to install the app on new servers in each environment with a non-root user and install 7.6.04 ITSM SP5. Is it possible to setup a dev environment of one mid-tier/one AR server with 7.6.04 SP5 and take our current production database on 7.6.04 to load into development and using the MPS restore tool convert the 7.6.04 DB to our 7.6.04 SP5 installed DB? One of the things we want to do through this process is also get production data into our dev/test systems. The other alternative I was thinking of is building a new 7.6.04 environment, moving over the DBs from our existing environment then doing an in-place upgrade on ITSM SP5. Thoughts? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Modify all for change request
Is there a way to do a modify all on moving a change request from implementation in progress to complete? I don't see the ability to change the status under modify all. -Paul [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Oracle DB upgrade 11.2.0.4 - Ultra Search?
We are upgrading our Oracle DB to 11.2.0.4. Does anyone know if Remedy uses Ultra Search? It doesn't look like it is supported in 11.2, so we just want to be sure nothing breaks on the ITSM side. Thanks, Paul [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: MidTier 7.6.4 SP 4 HF 101413 Chrome
We are running 7.6.04 SP2 and users cannot log into Remedy with Chrome v30. Chrome v27 still works fine. Anyone know what changed in the most recent versions or what setting is not allowing users to log in? -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Monday, November 11, 2013 11:11 AM To: arslist@ARSLIST.ORG Subject: Re: MidTier 7.6.4 SP 4 HF 101413 Chrome Well pointed out! It might be that IE is still the corporate standard out there. I find that IE is the corporate standard - but advanced users and tech folks have moved on to better things like Chrome. It would be good if private Brian sorry - BMC could follow the lead and support Chrome. Regards, Terje Moglestue -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Monday, November 11, 2013 3:49 PM To: arslist@ARSLIST.ORG Subject: Re: MidTier 7.6.4 SP 4 HF 101413 Chrome While it's not specific to your current issue also be aware that 8.1 Mid Tier is less compatible with Chrome as well. There are quite a few things that don't render correctly on my hybrid ARS 8.1/ITSM 7.6.4 environment (but oddly seems to work better on my ARS and ITSM 8.1 environment.) Hopefully as a private organization BMC can devote the right resources to making their product compatible with what is the most widely used web browser since early 2012. While they're at it, hopefully they can hire some Android developers too and make that the leading platform for their mobile products since it overtook iOS quite some time ago. Not supporting Chrome irritates our I.T. staff and users, while not having a clean Android interface or a timely release schedule for their Android versions of mobile products irritates management that are potentially interested in things like Mobility or MyIT. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Monday, November 11, 2013 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: MidTier 7.6.4 SP 4 HF 101413 Chrome It was working on 7.6.4 SP 4 it works on the SP 5 10/18/2013 HF. Looks like we are just going to upgrade our MidTier to SP5 HF 101813 this week to get those people back to working. The corp standard here is to use IE so they will be forced to follow the standards for about a week. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety Sent: Sunday, November 10, 2013 11:20 AM To: arslist@ARSLIST.ORG Subject: Re: MidTier 7.6.4 SP 4 HF 101413 Chrome Was it working before applying hot fix ? Flush mid tier cache, browser cache, restart tomcat and see if it works. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS 7.6.4+ on Redhat 6
Same here. Sent from my iPhone On Nov 14, 2013, at 8:55 PM, Raj ravi6...@gmail.commailto:ravi6...@gmail.com wrote: ** ARS 7.6.04 SP5 to be specific. On Thursday, November 14, 2013 4:01:12 PM UTC-8, PC Wai wrote: ** Hi Listers, Does anyone install ARS 7.6.4 or higher to Linux Redhat 6 successfully? Thanks in advance! Regards PC Wai Technology Consultant, Service Management – Production Integrity Member of the TELUS team the future is friendly® _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Ok to delete Workflow/install folder?
We are trying to clean up some disk space on our AR servers. Is it ok to remove /opt/bmc/BMCRemedyITSMSuite/Workflow/install? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
unexpected token illegal
Anyone ever seen a persistent javascript popup with an incident. It looks like the worklog table is causing it. The error message is unexpected token illegal in ClientCore.js. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: Training for new admin/developer
Anyone interested in teaching an individual in my organization the AR Foundation 1 2 course and the Developer course for 7.6.04? We would want something online and preferably with documentation. Tried to go thru BMC and they aren't offering the Foundation 2 which means we can't get the developer training as it is a prerequisite. Feel free to reach me off list at paul.hodg...@unh.edumailto:paul.hodg...@unh.edu. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Thursday, October 24, 2013 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Training for new admin/developer ** Too bad that you cant get a demo environment, since after any training you need play. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Thursday, October 24, 2013 2:38 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [arslist] Training for new admin/developer ** Some classes are now offered on-line. You attend at your location and will have a link to a preconfigured server. This reduces the travel expense. -Original Message- From: Upendra Vadaga vadagaupen...@gmail.commailto:vadagaupen...@gmail.com To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, Oct 24, 2013 2:00 pm Subject: Re: Training for new admin/developer ** Hi Paul, It is recommended to go through BMC course-ware. Training partner (vendor)http://www.inputzero.com can help you in selecting and following the best learning path along with few other value adds to those which are available on web. Regards, Upendra. On Thu, Oct 24, 2013 at 10:22 PM, Carl Wilson carlbwil...@gmail.commailto:carlbwil...@gmail.com wrote: ** Hi, The quality of the courses and materials is getting better, BMC use both internal and external (contractors - I am one) instructors for training - here you can get real people with real world experience teaching these courses. With the new online ILT based courses (via WebEx), you can now do these in the comfort of your own home or a traditional classroom based course although these are now becoming less common. If you go through a Partner, unless they are BMC fully compliant, you may end up using custom (not BMC) material in the course. Full BMC courses come with the associated manuals (either hardcopy or electronic), so you may want to check before committing to these courses. Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Joanne Janssen Sent: 24 October 2013 17:37 To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Training for new admin/developer ** I took the BMC Administrator courses when I came back to Remedy 2 years ago. They were good. I took them through BMC. Joanne On Wed, Oct 23, 2013 at 2:13 PM, Hodgdon, Paul paul.hodg...@unh.edumailto:paul.hodg...@unh.edu wrote: ** Anyone have any recommendations on some online training for a new admin/developer? Do you recommend BMC classes or through another vendor? IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Training for new admin/developer
Anyone have any recommendations on some online training for a new admin/developer? Do you recommend BMC classes or through another vendor? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image003.jpg
Field sorting after AR SP5
Has anyone on 7.6.04 noticed the drop down menus on IM/PM/CM/KE being out of order after applying SP5? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: Field sorting after AR SP5
Perfect thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing Sent: Tuesday, October 22, 2013 3:41 PM To: arslist@ARSLIST.ORG Subject: Re: Field sorting after AR SP5 ** https://communities.bmc.com/message/355680#355680 On Tue, Oct 22, 2013 at 1:39 PM, Hodgdon, Paul paul.hodg...@unh.edumailto:paul.hodg...@unh.edu wrote: ** Has anyone on 7.6.04 noticed the drop down menus on IM/PM/CM/KE being out of order after applying SP5? IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377tel:%28603%29%20862-2377 Alternate: (603) 862-4242tel:%28603%29%20862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Upgrading ARS to 7.6.04 SP5
Anyone have any recommendations on what the best way to upgrade 2 7.6.04 ARS servers in a server group is? Do you disable FTS on both, power down ARS 2, do an upgrade on ARS 1, then bring up ARS 2 and do an install with server group option? I have read you may need to unjoin ARS 2 from the server group and just do an upgrade on both, then re-join them. Should both e-mail engine, assignment engine and approval server be upgraded on ARS 2? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image003.jpg
Moving VMWare environments
Has anyone ever experienced and performance (CPU/Memory) issues when moving AR servers from one VMWare environment to another. We are on 7.6.04 and had some issues over a year ago and when the servers got moved to a new VMWare environment it fixed it. We then this past week moved our servers to another VMware environment and since then the CPU add odd intervals will just spike and never release any resources. We had also applied RedHat updates at the same time when the servers were migrated. I can't say for sure moving the VMs are what has caused problems, but it just seems like a coincidence. BMC Support has yet been able to figure it out and has really not been responsive at all. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Bad Decimal Error
I was wondering if anyone has ever seen bad decimal error messages. Since Friday of last week our production servers (7.6.04) in a server group have been getting these error messages when trying to save. The CPU's on each of the AR servers is also maxing out. I have been working with BMC support but they haven't been as responsive as I would have hoped with production issues. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Bad Decimal Error
Yes, Red Hat 6. Our admins did move the servers to a G8 VMware environment last week, so I was wondering if that may be the cause. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran Sent: Tuesday, October 15, 2013 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: Bad Decimal Error ** Is this Linux OS? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Tuesday, October 15, 2013 9:02 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Bad Decimal Error ** I was wondering if anyone has ever seen bad decimal error messages. Since Friday of last week our production servers (7.6.04) in a server group have been getting these error messages when trying to save. The CPU's on each of the AR servers is also maxing out. I have been working with BMC support but they haven't been as responsive as I would have hoped with production issues. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Permissions to see all vendors/manufacturers
We are on 7.6.04. I'll take a look at the permissions with multi-tenancy as we are running in a multi-tenant environment. Thanks for the insight. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris Sent: Monday, October 14, 2013 12:47 AM To: arslist@ARSLIST.ORG Subject: Re: Permissions to see all vendors/manufacturers ** Hi Paul, What versions are you running? I'm not aware of any special permission being needed to see vendor companies. I'd say though the usual row level access for tenancy would apply. Your users may need to have unrestricted access ticked on their profile or be added to the right set of companies. Rod On 12 October 2013 07:30, Hodgdon, Paul paul.hodg...@unh.edumailto:paul.hodg...@unh.edu wrote: ** Does anyone know what permissions you need in order to see all your product manufacturers on the Vendor drop downs? Specifically Problem and Known Error? I am an admin and can see all of them, but users that are just specialists cannot. -Paul _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Permissions to see all vendors/manufacturers
Does anyone know what permissions you need in order to see all your product manufacturers on the Vendor drop downs? Specifically Problem and Known Error? I am an admin and can see all of them, but users that are just specialists cannot. -Paul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: IMAP certificate
Figured it out. Had to get the cert from our exchange server and run key tool to import to cacerts. Thanks for the responses. Sent from my iPhone On Aug 28, 2013, at 5:28 AM, Lisa Singh lisa.si...@gmail.com wrote: On 8/27/13, Hodgdon, Paul paul.hodg...@unh.edu wrote: Our incoming email cert for IMAP expired, does anyone have any idea on how we can fix it? What operating system is your server on? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: ARS Perl and ARS 764
We did away with ARS Perl when we went to 7604 mostly because of 64 bit OS. We now use perl with Inline::Java and call the arapi. It's very is easy to manage and has worked very well. Sent from my iPhone On Aug 28, 2013, at 8:58 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, That PPD would be for an older version of ActivePerl. I do not know how to create a PPD, otherwise I could create one... When I get to the office next week, I can check exactly how I compiled my version from scratch. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12): * 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. Donwloaded ActivePerl and installed the ARS 1.91 PPD. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
IMAP certificate
Our incoming email cert for IMAP expired, does anyone have any idea on how we can fix it? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Approve/reject change requests via web services
Does anyone know the best way to approve or reject change requests via web services? On 7.6.04 Itsm. Sent from my iPhone ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Which field/view holds Specific Dates from Business Time Segment
Does anyone know where I can the Specific Dates memo field and what is either called or what view/table it resides in. I checked Business Time Segment and am not finding it on that view. I am trying to get a list of dates that have been entered. -Paul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Question about application preferences
I was wondering if anyone has ever had a similar problem or experienced any issues with Application Preferences getting wiped out. Our Network team was doing an upgrade over the weekend and for a few hours the database was not available to the application. Today when some of our users went to log on they got an error message about unqualified searches. When we checked the user form and their preferences the company information was missing from about 50 users. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
JOB - Seacoast NH Area
I am seeking a Remedy developer for an exciting full-time position at the University of New Hampshire. If interested please contact me at paul.hodg...@unh.edumailto:paul.hodg...@unh.edu. Summary of Position: Apply ITIL framework principles in developing solutions, analyzing and implementing business workflows and automated solutions for UNH IT Service Management and Client Services applications. Works within a Software Development Lifecycle framework, executing change and release management best practices as it relates to ITSM and Client Services applications. Provide application administration for application suites such as, Identity Management, IT Service Management and Computer Repair Systems. Maintain and develop applications to meet system and web-based needs of the University and its customers. Develop and maintain documentation for application suites. Develop complex reports in support of Client Services applications, provide quality assurance and validation testing and analyze test results. -Paul [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: Keeping a change request confidential
We have done confidential incidents by using multi-tenancy. I just didn't know if having approvals makes that more challenging. In other words do the approvers need access to both companies? If they select an alternate how does that alternate see the request if they aren't part of the other company. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn Sent: Thursday, May 16, 2013 3:56 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping a change request confidential ** When I've looked at this in the past, I was going to try to leverage either multi-tenancy or create a customization to limit the support groups that could access it (I was looking at confidential Incidents.) Instead, the requester opted to track those requests in another system. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Thursday, May 16, 2013 2:50 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Keeping a change request confidential ** I was wondering if anyone has ever had to keep a change request confidential from other support groups. Right now if a change request comes in, other groups can see the content, but not edit it. Is it possible to have a request not even be read, or at least the work detail and notes be read by another group? I do want approvers to still be able to approve it if it is assigned to them. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ Private and confidential as detailed herehttp://www.energytransfer.com/mail_disclaimer.aspx. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: [EXTERNAL] Incident Transfers
This was just a report using the user tool of those fields on the incident. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K Sent: Friday, May 10, 2013 2:38 PM To: arslist@ARSLIST.ORG Subject: Re: [EXTERNAL] Incident Transfers ** Paul: Tell us some more about the report you reference. Is it an Analytics report or some other report? If so, what version of Analytics are you running? Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Reporting Specialist Albuquerque, NM USA nkst...@sandia.govmailto:nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Friday, May 10, 2013 12:32 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [EXTERNAL] Incident Transfers ** I am trying to understand incident transfers. Below is a use case I found when I ran a report against a particular incident. Does anyone have any insight into how this is working? Total transfers = 4; Group Transfers =3 and Individual transfers = 3. I checked in the Audit Log and Work Detail 1. The Audit Log shows assigned groups - Group 1, Group 2, Group 3 and Group 4 a. Since the report shows 3 groups, does the dispatch from Group 1 to Group 2 not get counted? 2. Audit Log shows assignees - User 1 and User 2 a. User 3 was never the assignee but did add a work detail entry and dispatched the incident to Group 3 b. User 4 was never the assignee but dispatched the incident to Group 4. c. I'm not sure who the 3 individual transfers are. I assume User 1 and User 2 are two of them, but why is the number 3 rather than 4? 3. Total transfers is 4. What does this include? I don't understand how this was calculated. This is what I got from BMC as an explanation: The Total Transfers counter is incremented by 1 each time the Incident is routed to a new Group or a new Individual or both at same time. Test 1: When a Assignee and Assigned Group is changed The Transfers between Individual = 1 and Transfers between Group =1 and Total Transfers =1. Test 2: When only the Assignee is changed and the Assigned Group is kept same i.e unchanged The Transfers between Individual = 2 and Transfers between Group=1 and Total Transfers= 2. Test 3: When only Assigned Group is changed and the Assignee selected is same in both the groups The Transfers between individual = 2 and Transfers between Group=2 and Total Transfers = 3 Hence, total transfer is not the sum of group transfer value and individual transfer value. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: AR Patch Upgrade 7.6.04 Patch 4
Is it possible to go right from 7.6.04 to SP4? If so do you recommend doing the staging server method (we have overlays in place) and then promoting that, or can you just do an upgrade on existing hardware? We are also in a server group in production. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson Sent: Friday, April 05, 2013 4:39 AM To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 Hi, As Joe has mentioned, you need to apply the patch in the correct sequence for a Server Group (Admin Server first). The instructions for these are in the 7.6.04 Installation Guide (P.g. 148 Upgrading Servers already in a Server Group). Kind Regards, Carl Wilson http://www.missingpiecessoftware.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis Sent: 05 April 2013 02:59 To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 Thanks Joe, much appreciated will let everyone know how it goes... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Friday, 5 April 2013 2:56 p.m. To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 Haven't tried it on a server group yet, but I don't see why you would need to do any of that either. It doesn't alter the database structure so the other servers in the server group should still be able to connect when one has been patched. But I don't see why you would leave some servers unpatched. I would do them all one after the other.. The only thing I would do (although I do not see the need to) is stop the service on the other servers too and declare a maintenance outage.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis Sent: Thursday, April 04, 2013 9:52 PM To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 No need to worry about anything in a server group? i.e. we don't need to remove anything from within a server group, just have them down for the install -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Friday, 5 April 2013 2:42 p.m. To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 Straight forward case of running the installer. SP2 to SP4 has only bug fixes and no added features. I have done this mostly on Windows with no gotchas or anything to report. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Simon Ellis Sent: Thursday, April 04, 2013 9:26 PM To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 We got delivered from BMC a 7.6.04 environment, we have AR patched to SP2 but Atrium is un patched and we want o get everything up to SP4. We have no base customizations, everything has been overlayed... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Friday, 5 April 2013 2:03 p.m. To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 It will help to know what version to what version you'll are trying to move from and your current architecture and environment.. Without which it is only possible to give you very generalized information. One advise that will work irrespective of what your architecture and environment is, is that you got to give it a whole lot of more memory and processing power than your previous version. I have other than that not run into anything 'major' that's worth talking about (considering that everyone these days knows you got to prepare your apps if they have been customized, to compare the differences to create an overlay layer). Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Thursday, April 04, 2013 6:48 PM To: arslist@ARSLIST.ORG Subject: Re: AR Patch Upgrade 7.6.04 Patch 4 Also interested in this. Sent from my iPhone On Apr 1, 2013, at 4:27 PM, Simon Ellis simon.el...@telecom.co.nz wrote: Hi, We're currently starting to put together our first ever pacth upgrade, Upgrading 7.6.04 to Patch 4. Was wondering if anyone out there had process plan, not step by step of how to do, but more of things to consider, order of performance that they could share to give us a leg up on what to do. regards Simon ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: customer affiliation
We put it in job title and then add it to the incident-people view for reporting. The one downside is it is not stored in the incident so if affiliation changes the data may not entirely be accurate. Paul Hodgdon University of New Hampshire Sent from my iPhone On Apr 26, 2013, at 3:24 PM, Jessica Hinkal hin...@buffalo.edu wrote: Any edu's out there capture customer affiliation within Remedy ITSM 8.0 people record? If so, where did you put that information. Did you have to customize the people record to record this attribute? We are looking to classify our people based on their affiliation here (student, faculty, staff, alumni, etc). Any information would be great! Thanks! Jessica Hinkal University at Buffalo CIT/NCS 111 Computing Center Buffalo, NY 14260 716-645-3505 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR Patch Upgrade 7.6.04 Patch 4
Also interested in this. Sent from my iPhone On Apr 1, 2013, at 4:27 PM, Simon Ellis simon.el...@telecom.co.nz wrote: Hi, We're currently starting to put together our first ever pacth upgrade, Upgrading 7.6.04 to Patch 4. Was wondering if anyone out there had process plan, not step by step of how to do, but more of things to consider, order of performance that they could share to give us a leg up on what to do. regards Simon ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR System SP4
I am confused. Based on this 7.6.04 no SP looks like you can't go to 1.7, but the compatibility matrix says 1.5+. We don't have any service packs installed. On Mar 7, 2013, at 1:28 AM, vaibhav wadekar wadekar.vaib...@gmail.commailto:wadekar.vaib...@gmail.com wrote: ** Starting from 7.6.04 sp2, we have added support for java 1.7 Support to Oracle Java 7 In Service Pack 2, Oracle® Java® version 7 support has been provided for BMC Remedy AR System. You can install BMC Remedy AR System 7.6.04 SP2 on the Java 7 platform. https://docs.bmc.com/docs/download/attachments/165478929/ARS_SP2TB_7604.pdf?version=1modificationDate=1348213201000 Hope this helps Regards/Vaibhav On Saturday, March 2, 2013, Ramy S. Ayoub wrote: ** Dears, What is the version compatibility with SP4 for Java , as we are facing issues with Email Eng OS windows , -- _ARSlist: Where the Answers Are and have been for 20 years_ -- Sent from Gmail Mobile _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Tomcat errors in IE
Every now and then users are getting HTTP 500 errors using IE. Most recently our CIO was trying to approve something and kept getting java.lang.IlleagalStateException: getAttribute: Session already invalidated. Any ideas on how to mitigate these or is this a known error? We are on 7.6.04. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Tables/views in Analytics
Does anyone have a list of the tables and/or views BMC analytics uses in its reporting? We have a universe setup with business objects and would like to replicate the reports in analytics. Thanks, Paul Hodgdon UNH ITSM Applications Manager Sent from my iPad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: [EXTERNAL] Tables/views in Analytics
Thanks I did find what I wanted in the BMC docs. Should have looked there first. Sent from my iPad On Feb 26, 2013, at 5:30 PM, Stroud, Natalie K nkst...@sandia.gov wrote: Paul: Supposedly at least some of that information is available in KA345616 in the BMC Knowledge Base. But good luck finding it. I sure can't. However, I found a document I downloaded from somewhere on BMC's website back in June of 2011 that is probably similar to what's in the KBA article, and that is Analytics for AR 7.5 7.6 and BOXI 3.1. I think that is slightly out of date for our installation. I don't even remember where I found this thing now - I just remember thinking it looked useful. If it's reasonably close to your version and you are interested, I'd be happy to send it to you offline as an attachment. Natalie Stroud SAIC @ Sandia National Laboratories ARS-ITSM Tester Albuquerque, NM USA nkst...@sandia.gov ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul Sent: Tuesday, February 26, 2013 2:18 PM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Tables/views in Analytics Does anyone have a list of the tables and/or views BMC analytics uses in its reporting? We have a universe setup with business objects and would like to replicate the reports in analytics. Thanks, Paul Hodgdon UNH ITSM Applications Manager Sent from my iPad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Reconciliation for BMC.Core:BMC_Person
I was wondering if anyone knows if it is ok to turn off the reconciliation job that associates people to assets via the Bulk Load Sandbox operation. We do not have a CMDB at this point and are using the java arapi Data import to create and modify records in CTM:People. What I am seeing is that on modifications the BMC.CORE:BMC_Person table requires additional fields that CTM:People does not (see error below). When we did perform some bulk modifications of people records the database server seemed to max out CPU usage during the reconciliation event. I was hoping to just be able to avoid this event from running, does anyone have any suggestions? I just want to be able to keep CTM:People up to date. ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person : ShortDescription Paul Hodgdon ITSM Enterprise Manager University of New Hampshire ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Reconciliation for BMC.Core:BMC_Person
Roger, Do you mind explaining a little bit more? I am unclear as to what you are referring to. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J Sent: Thursday, February 07, 2013 8:59 AM To: arslist@ARSLIST.ORG Subject: Re: Reconciliation for BMC.Core:BMC_Person ** I have seen this before and the workflow that popultates the Person Record when a CTM:People record is created or modified is a more efficient way to stop this. -Original Message- From: Hodgdon, Paul paul.hodg...@unh.edumailto:paul.hodg...@unh.edu To: arslist arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Thu, 7 Feb 2013 8:53 Subject: Reconciliation for BMC.Core:BMC_Person ** I was wondering if anyone knows if it is ok to turn off the reconciliation job that associates people to assets via the Bulk Load Sandbox operation. We do not have a CMDB at this point and are using the java arapi Data import to create and modify records in CTM:People. What I am seeing is that on modifications the BMC.CORE:BMC_Person table requires additional fields that CTM:People does not (see error below). When we did perform some bulk modifications of people records the database server seemed to max out CPU usage during the reconciliation event. I was hoping to just be able to avoid this event from running, does anyone have any suggestions? I just want to be able to keep CTM:People up to date. ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person : ShortDescription Paul Hodgdon ITSM Enterprise Manager University of New Hampshire _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
SRM in 7.6.04
I was recently reviewing a technical assessment from a third party BMC partner we had hired and was curious if SRM requires additional licensing. In the document they referenced read only licences, which I assume is similar to that of approvers. The reason I ask is that we do own the ITSM 7.6.04 suite and wanted to look into self-service requests and using the Service Catalog. Does anyone know if this requires additional licensing or an additional purchase? I haven't been able to hear back from our sales rep this week in regards to licensing questions. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: SRM in 7.6.04
Thanks David. Is there a ballpark license cost with the end-use licenses or do I need to get that quote from my sales rep? From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, January 31, 2013 10:45 PM To: arslist@ARSLIST.ORG Subject: Re: SRM in 7.6.04 ** Yes, SRM requires additional licensing. You'll need Service Management Specialist licenses for the administrator(s), analysts or back end technicians. Or, if you've purchased the Suite User bundle, a user utilizing that bundle also has SRM rights. For the end-users you'll need to purchase Self-Service end-user license packs. You are correct that they utilize the read licenses in AR System, but it does cost a little bit to get the legal entitlement to use them with SRM. -David J. Easter Manager of Product Management, AR System BSM Atrium Solutions Management 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) [arslist@ARSLIST.ORG] On Behalf Of Hodgdon, Paul [paul.hodg...@unh.edu] Sent: Thursday, January 31, 2013 6:32 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SRM in 7.6.04 ** I was recently reviewing a technical assessment from a third party BMC partner we had hired and was curious if SRM requires additional licensing. In the document they referenced read only licences, which I assume is similar to that of approvers. The reason I ask is that we do own the ITSM 7.6.04 suite and wanted to look into self-service requests and using the Service Catalog. Does anyone know if this requires additional licensing or an additional purchase? I haven't been able to hear back from our sales rep this week in regards to licensing questions. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
License question
I was wondering if anyone knew what type of license a user would need if they were just working on modifying tasks in Task Management. I see Task User doesn't have a license type required, but would they need to have an AR User Floating/Fixed? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
ITSM install user account in Linux
I was wondering if there is a best practice or pros/cons to which user you use in Linux to install the ITSM suite? Does anyone have any recommendations? [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Total Individual Transfers
Does anyone know how total transfers and individual transfers is calculated. Based on some of the incidents I am seeing the numbers don't add up as to what I think they should be. [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts ITSM Enterprise Applications Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.jpg
Change Classes in 7.6.04
I was interested if anyone has ever changed the Class* menu in the Change Management Console for 7.6.04. We would like to possibly hide some of the classifications and rename Normal or Standard to something else. Is this easily done and would it cause OOTB workflows to break? I know there have been similar posts about changing statuses and that can be a challenge when changing menu items. -Paul [Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0] IT Accounts Remedy Administration Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.png
Re: Flashboard drilldown opens first record
This is a known error, fixed in sp2 I believe. Sent from my iPad On Aug 20, 2012, at 6:23 PM, Barry Sweetman barry.sweet...@serco-na.com wrote: Sorry, forget to identfy the Remedy version as 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
unqualified searches
Is there any harm in allowing unqualified searches in a production environment. We had been told that we should disallow this for production, but we are finding that in order to leverage some of the reporting capabilities (dynamically choosing parameters such as groups) this option is prohibiting this. In essence this really isn't doing much as a user can do a search where incident number is not null. -Paul IT Accounts Remedy Administration Manager University of New Hampshire Client Services Primary: (603) 862-2377 Alternate: (603) 862-4242 paul.hodg...@unh.edumailto:paul.hodg...@unh.edu http://accounts.unh.eduhttp://accounts.unh.edu/ The information transmitted in this e-mail, including attachments, is intended only for the person(s) or entity to which it is addressed and may contain confidential/privileged material. Any review, retransmission, dissemination, taking any action or other use thereof, by anyone other than the intended recipient, is prohibited. Responses to this e-mail must not include any restricted or sensitive information. If you received this in error, please contact the sender and destroy any copies of this message, including any attachments. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 7.6.04 Super Slow
We had a bunch of issues with slowness and memory growing to the point the AR Server would crash. We kept working with BMC, but couldn't find anything. Finally when our System Admins upgraded the version of VMWare tools all the issues went away. -Paul -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Friday, July 20, 2012 4:53 PM To: arslist@ARSLIST.ORG Subject: 7.6.04 Super Slow Does anyone have any tips to determine what could be making my system run slowly? My network team says it is not the network. Even though it happens at almost the same time every day. I have no escalations running at that time and have done most of the tuning that was in the BMC documents. My tomcat service grows up to 5 GB fairly quickly. Of course when I restart the tomcat people stop reporting the slowness. Management wants me to submit a ticket to BMC (already done this several times) and there is no real result. They do a WebEx, look at the logs and there is no appreciable speed increase. The Mid-tier Server has 24 GB of ram. The Application Server has 16 GB. The Database Server has 16 GB ITSM 7.6.04 SP2 Mid-Tier SP3 ARS SP3 Oracle (latest version - can't find the patch number) The servers are all in the same physical location. The App and Mid-tier servers are Win 2008 and the DB server is a UNIX server. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
New Signature E-mail
Has anyone else on 7.6.04 had issues with creating a New Signature e-mail within Approval Admin. The OOB functionality works fine, but as soon as you add a qualification it doesn't work. We have found that after adding a New Signature notification with a qualification and then wiping out the qualification, but putting it directly in the filter works. Just curious if others have had issues. Thanks, Paul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy WEB Question
Chas,
You should be able to do this to search a case:
https://midtier/arsys/forms/arservername/HPD%3AHelp+Desk/Dialog+View/?F100161=%20INC00X%20mode=Query
Just replace arservername and midtier with your environmental values.
You can also use this to create a new incident
https://midtier/arsys/forms/arservername/HPD%3AHelp+Desk/Dialog+View/?mode=Create
-Paul
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chas Roberts
Sent: Wednesday, July 18, 2012 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Remedy WEB Question
Hi Listers,
I am wondering if there is a way to call the remedy web with a parameter, so as
to display a certain ticket?
Something like: http://RemedyWEB-URL?{TicketNumber}
Has anyone done that or similar, and willing to help with advice?
Thanks in Advance,
Chas
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12
www.wwrug12.com ARSList: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
