Re: Authentication problem in Remedy LDAP for passwords with special characters.
I seem to recall when some version of Java had problems passing special characters. I don't recall which versions though. HTH somewhat. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Prasan Katti Sent: Thursday, August 09, 2007 2:06 PM To: arslist@ARSLIST.ORG Subject: Re: Authentication problem in Remedy LDAP for passwords with special characters. ** No..all the data is being posted as plain text. Should I encode the password?? Also, I noticed that the Remedy login.jsp has enctype=x-www-form-encoded in the form tag...would this make a difference? Thanks, Prasan. On 8/9/07, Grooms, Frederick W [EMAIL PROTECTED] wrote: ** Are you URL encoding the special characters inside the password variable? From: Action Request System discussion list(ARSList) [mailto: ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Newbie Question
Hopefully, your (Sean's) previous admin had already addressed the Audit trail not recording individual reassignments listed in bug SW00219969. KM-00023868 Changes to Assigned to Individual+ and/or Assigned to Group+ are not showing in the Audit Trail. If it has been addressed than a report on the SHARE:Audit or SHR:Audit will get you the information. Good luck. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pickering, Christopher Sent: Tuesday, August 07, 2007 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: Newbie Question Sean, Which application are you running? I've been involved in both a custom house and Applications. The most likely location is either SHR:Audit (CSS) or SHARE:Audit (ITSM), but, there was a time in ITSM (pre-6.0) where the audit entries were going directly to a field on the Help Desk form. I don't specifically remember if the assigned individual passed to the Audit form OOB or not. Chris Pickering -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier Sent: Tuesday, August 07, 2007 2:19 PM To: arslist@ARSLIST.ORG Subject: Re: Newbie Question Thanks Roger! Do you know if there is a standard place within the DB where a history of a tickets assignments are kept? All of the assignments show up in the audit trail, but I'm not sure where they are stored. I looked in a few tables that were named as if they would have audit info, but no luck. Nall, Roger wrote: Sean, Many of us have started our Remedy career the same way. You say you have ARS (Action Request System) 6.03. Remedy is a very unusual creature in that you can use ARS to build your own applications. Or you can install the Remedy OOB applications such as Help Desk, Asset Management, Change Management, etc which run on top of ARS. I have to profess that I am a custom Remedy person. I have never seen the OOB applications. If the functionality to track assignment information was not built into a custom application then it would not exist. I have no idea if that functionality is built into the OOB applications but my guess would be that it is. HTH, Roger A. Nall Manager, OSSNMS Remedy T-Mobile USA Desk: 813-348-2556(New) Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sean Fournier Sent: Tuesday, August 07, 2007 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Newbie Question Hi all, thanks for the quick replies! Here is the info as far as I know (this whole thing was kind of thrust upon me last minute) Hope this helps, let me know if you need anything else: Remedy Action Request System V.6.03.00 (There were some custom tables added to the DB I believe but for the most part the install is OOB) SQL Server 2000 Windows XP Thanks again for any help you can provide! Sean Fournier wrote: I'm new to ARS so I hope this isn't a really dumb question. I'm looking for a way to find out who a ticket was first assigned to. I've been looking through some of the audit tables and not really finding a history of the ticket assignments. Am I missing something fairly obvious? Any help would be greatly appreciated. Thanks!! -- View this message in context: http://www.nabble.com/Newbie-Question-tf4231374.html#a12039251 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- View this message in context: http://www.nabble.com/Newbie-Question-tf4231374.html#a12039636 Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: multiple LDAP servers?
The following is an excerpt from BMC support site on KM-00011324: Assuming the domains are part of a forrest, then LDAP can refer to each of the individual domains. They need to identify the host name and BaseDN to use. Currently (as of version 6.0.1), there is no way to configure the AREA LDAP plugin to look to multiple LDAP Servers that are in different forests. Microsoft's Support site has some information on this subject.. See article-224543 at http://support.microsoft.com/default.aspx?scid=kb;en-us;224543 Also see a pretty good document, article-241737, Creating a Cross-reference to an External Domain: From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Aaron Keller Sent: Monday, July 23, 2007 1:44 PM To: arslist@ARSLIST.ORG Subject: multiple LDAP servers? The brain trust in our Windows Admins group named our NT domain to match our company name, and now that our company name has changed, we have to migrate thousands of users from one domain to another. The problem is that our AREA LDAP integration is referencing the old domain, so if a user is migrated to the new domain and changes their password, they can no longer get into Remedy (at least, not using LDAP authentication) Is there a way anyone knows to set up multiple AREA LDAP configurations? So that, for example, if the first fails, the second can be used? Or better yet, have the LDAP configuration be specified per user instead of the same for all users? We have ARS v6.3 patch 20, authenticating against our windows 2K domain controllers. -Aaron * Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] SunCom is the wireless company that's committed to doing things differently. Things we want you to know. This e-mail and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication may contain material protected by the attorney-client privilege. If you are not the intended recipient or the person responsible for delivering the e-mail to the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing or copying of this e-mail is strictly prohibited. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT: JOB posting and Nabble
Ahh so it is... I missed my windows calc with the -5 I am wrong. Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Friday, July 20, 2007 11:24 AM To: arslist@ARSLIST.ORG Subject: Re: OT: JOB posting and Nabble Nicholas 5.6% of 296,410,404 = (5.6 x 296,410.404)/100 = 16,598,982.624 I don't think there were 16.5 million murders in the US ??? David Sanders Remedy Solution Architect Enterprise Service Suite @ Work From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hromyak, Nicholas (DHCS-ITSD) Sent: Friday, July 20, 2007 7:17 PM To: arslist@ARSLIST.ORG Subject: Re: OT: JOB posting and Nabble According to the FBI http://www.fbi.gov/ucr/05cius/data/table_01.html In 2005 there were 16,692 murders in a population of 296,410,404 people in the united states. That's 5.6% murdered in the U.S. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT JOB posting and Nabble
According to http://www.disastercenter.com/crime/uscrime.htm There are 5.6 murders per 100,000 capita in the United States. According to the FBI http://www.fbi.gov/ucr/05cius/data/table_01.html In 2005 there were 16,692 murders in a population of 296,410,404 people in the united states. That's 5.6% murdered in the U.S. Iraq I didn't look up the numbers, I am not even sure where to look, but I think There were over 3,000 soldiers killed with a population (of soldiers) at 130,000 That's 2.3% murdered in Iraq. I would have thought the number in Iraq would be higher. Be safe everyone. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L. Sent: Thursday, July 19, 2007 3:13 PM To: arslist@ARSLIST.ORG Subject: Re: JOB posting and Nabble I would imagine that statistically speaking a contractor is almost as likely to be murdered in the USA as he would be in Iraq. I don't know this for a fact, but that would be my guess. Considering in the time our troops have been in Iraq, something like 80,000 people have been murdered in the USA. Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 8-226-1805 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Thursday, July 19, 2007 2:56 PM To: arslist@ARSLIST.ORG Subject: Re: JOB posting and Nabble Happy Birthday Dan and Dan! Talking about Iraq, some people (don't want to take names) 'claim' its safe to work there.. and then they add you would go there with the full protection of an army.. Ironical right? Safe and you need an army to protect you while you go to work :-). I was told that by the management of one of the companies I used to work for and I literally burst out laughing and was like you must be kidding! Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ]On Behalf Of Dan Caissie Sent: Thursday, July 19, 2007 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: JOB posting and Nabble Wow I share 2 things with the founder of this great list. My 1st name and my birthday weird I tell you weird. Dan Caissie -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of arslist Sent: Thursday, July 19, 2007 1:51 PM To: arslist@ARSLIST.ORG Subject: ADM: RE: JOB posting and Nabble At first I thought it must be a full moon. Two timeless and futile discussions on the same day. Then I remembered it is my birthday and it all made sense. So briefly: Don't Worry, Be Happy [and if you take the job in Iraq, one out of two ain't bad]. out unless there is an emergency until Monday cheers ... Daniel p.s. sorry for the non-technical post, bad Founder bad __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Urgent: - in email address causes a problem in sending email
Oops, we are on ARS 6.3 - Patch 21 HD CHG AST - 6.0 W2K3 SQL2K When PUBLIC or everyone gets an email, does the messages show up in the email message form? I have a few users and groups with the dashes in the name, and only one of them do not work right now. Thanks in advance. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Thursday, July 12, 2007 10:37 AM To: arslist@ARSLIST.ORG Subject: Re: Urgent: - in email address causes a problem in sending email Hi Benjin, But this is a different scenario right? The customer's email had - in the middle and it just broke the email address and it treated part before hypen as a group and sent email to everyone in that group. Does this happen with all other special characters? Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen Sent: Thursday, July 12, 2007 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: Urgent: - in email address causes a problem in sending email ** - also translates to the public group, sending out a message to all email adresses in remedy. On 7/12/07, Joe D'Souza [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** 0 sends emails to the whole system as that's the ID of the Public group. What version/patch of the ARS are you on by the way.. It might be worth checking here at this site if we have email addresses that might have the hyphen character. I'll let you know what we find out in case we have any such email addresses.. Rgds Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Neel Guatam Sent: Thursday, July 12, 2007 12:15 PM To: arslist@ARSLIST.ORG Subject: Urgent: - in email address causes a problem in sending email Importance: High ** Okay here's a weird e-mail related and it is very urgent so any help would be highly appreciated. A user has an email called [EMAIL PROTECTED] I have a group called Security. Now when an email was sent to Security-Japps guy, it didn't send email to him, what remedy did was it read - and stopped right there and then sent an email out to all users who were members of Security support-group. Is this how remedy behaves when it encounters a - in email address? What are other special characters that I should be careful about? How do I handle that if user really has a - in his/her email address? Any ideas? Thanks in advance guys, you guys are awesome and have been a great help. :-) This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Urgent: - in email address causes a problem in sending email
When PUBLIC or everyone gets an email, does the messages show up in the email message form? I have a few users and groups with the dashes in the name, and only one of them do not work right now. Thanks in advance. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Neel Guatam Sent: Thursday, July 12, 2007 10:37 AM To: arslist@ARSLIST.ORG Subject: Re: Urgent: - in email address causes a problem in sending email Hi Benjin, But this is a different scenario right? The customer's email had - in the middle and it just broke the email address and it treated part before hypen as a group and sent email to everyone in that group. Does this happen with all other special characters? Neel Gautam Accenture - Chicago Delivery Centre Office: 312-693-7279 Mobile: 630-440-6335 MSN: [EMAIL PROTECTED] AIM: neelgautam Core Values: Stewardship * Best People * Client Value Creation * One Global Network * Respect for the Individual * Integrity From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Michiel Beijen Sent: Thursday, July 12, 2007 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: Urgent: - in email address causes a problem in sending email ** - also translates to the public group, sending out a message to all email adresses in remedy. On 7/12/07, Joe D'Souza [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: ** 0 sends emails to the whole system as that's the ID of the Public group. What version/patch of the ARS are you on by the way.. It might be worth checking here at this site if we have email addresses that might have the hyphen character. I'll let you know what we find out in case we have any such email addresses.. Rgds Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Neel Guatam Sent: Thursday, July 12, 2007 12:15 PM To: arslist@ARSLIST.ORG Subject: Urgent: - in email address causes a problem in sending email Importance: High ** Okay here's a weird e-mail related and it is very urgent so any help would be highly appreciated. A user has an email called [EMAIL PROTECTED] I have a group called Security. Now when an email was sent to Security-Japps guy, it didn't send email to him, what remedy did was it read - and stopped right there and then sent an email out to all users who were members of Security support-group. Is this how remedy behaves when it encounters a - in email address? What are other special characters that I should be careful about? How do I handle that if user really has a - in his/her email address? Any ideas? Thanks in advance guys, you guys are awesome and have been a great help. :-) This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Share SLA experience
I am curious: Were you importing SLAs? Or creating them? Were you successful when creating, or did you experience errors/problems? What is your environment? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of cakrabinaya Sent: Monday, July 09, 2007 9:12 PM To: arslist@ARSLIST.ORG Subject: Re: Share SLA experience Believe it or not, I sequentially put those 500 SLAs in less than a day, not by waiting one SLA successfully created first. And as you said, it was frustrating moment, especially when the SLA engine stopping intermittently after finish uploading Piuhh, I believe some guys are made some mistake upstairs. On 7/9/07, Issotyo P.B Sulistyo [EMAIL PROTECTED] wrote: Yes indeed, it's frustating creating hundred SLA with tight deadline. Can't imagine how frustate it will be with Cakrabinaya's SLA (He said thousand SLA!). Did you creating 150 SLA at once, I mean sequently adding 150 SLA? Or, rather wait for one SLA to be built succesfully(thorugh the SLA Action) then move to the next SLA ? IPBS On 7/6/07, Hromyak, Nicholas (DHCS-ITSD) [EMAIL PROTECTED] wrote: We have over 150 SLAs. When deploying, do you mean creating? If creating, I have found you need to wait for them to build before moving on to the next SLA. Rather frustrating when you need to get them done quickly. As for best practices, I would say whatever is most applicable and the more generic and better way of getting your users/groups to use the same SLAs the better. Good luck. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Issotyo P.B Sulistyo Sent: Tuesday, July 03, 2007 9:31 PM To: arslist@ARSLIST.ORG Subject: Re: Share SLA experience Hi Cakra, I had a nightmare when building/deploying around 100 SLA at once, since it is very slow. In one of my case, I had my server crashed with error Memory Allocation Error (Malloc) when building SLA. Same environment with your server. Did your server patched to version 20 ? ARSYS must be patched to Version 20 to avoid Malloc error. I wonder, is anybody ever deploy SLA more than 100 at once? IPBS On 6/18/07, cakrabinaya [EMAIL PROTECTED] wrote: Hi All, I'm newbie on Remedy Helpdesk and I need some information about SLA. Could you guys share your experience regarding to SLA deployment. I my self had deployed more than 500 item SLAs at once recently, and more than 1000 item SLAs totally in 1 month. I use Remedy 6.3 with w2k3 as the OS in compaq blade server with 4 processor and 4gb ram, The impact to our server of deploying those SLAs is very significant. It eating almost all the memory and processor resources, and also give application error status on Event Viewer. It needs one week to process all 500 items to built successfully. Does anyone know how many SLAs that securely deployed in one time max..? Does anyone ever deploy as many as I do..? Or even more..? And what is the best practice of designing SLA..? Is it per CTI or per Priority and Urgency..? TIA ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Share SLA experience
I was doing about three at a time. I had to go back to each one in the Administration tab and confirm they were being built correctly. Later we had to make them over again for Change tickets! W2K3 SQL2k Separate servers Dual 3.1Ghz 2GB of ram on each server. Processor and network wasn't a factor, CPU wasn't being used much. It just took a while. I think Remedy has a built-in waiting period, a sort of pause, when creating the SLA/Filters/AL that it creates. I imagine this is so it won't bring down the system. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Issotyo P.B Sulistyo Sent: Monday, July 09, 2007 1:02 AM To: arslist@ARSLIST.ORG Subject: Re: Share SLA experience Yes indeed, it's frustating creating hundred SLA with tight deadline. Can't imagine how frustate it will be with Cakrabinaya's SLA (He said thousand SLA!). Did you creating 150 SLA at once, I mean sequently adding 150 SLA? Or, rather wait for one SLA to be built succesfully(thorugh the SLA Action) then move to the next SLA ? IPBS On 7/6/07, Hromyak, Nicholas (DHCS-ITSD) [EMAIL PROTECTED] wrote: We have over 150 SLAs. When deploying, do you mean creating? If creating, I have found you need to wait for them to build before moving on to the next SLA. Rather frustrating when you need to get them done quickly. As for best practices, I would say whatever is most applicable and the more generic and better way of getting your users/groups to use the same SLAs the better. Good luck. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Issotyo P.B Sulistyo Sent: Tuesday, July 03, 2007 9:31 PM To: arslist@ARSLIST.ORG Subject: Re: Share SLA experience Hi Cakra, I had a nightmare when building/deploying around 100 SLA at once, since it is very slow. In one of my case, I had my server crashed with error Memory Allocation Error (Malloc) when building SLA. Same environment with your server. Did your server patched to version 20 ? ARSYS must be patched to Version 20 to avoid Malloc error. I wonder, is anybody ever deploy SLA more than 100 at once? IPBS On 6/18/07, cakrabinaya [EMAIL PROTECTED] wrote: Hi All, I'm newbie on Remedy Helpdesk and I need some information about SLA. Could you guys share your experience regarding to SLA deployment. I my self had deployed more than 500 item SLAs at once recently, and more than 1000 item SLAs totally in 1 month. I use Remedy 6.3 with w2k3 as the OS in compaq blade server with 4 processor and 4gb ram, The impact to our server of deploying those SLAs is very significant. It eating almost all the memory and processor resources, and also give application error status on Event Viewer. It needs one week to process all 500 items to built successfully. Does anyone know how many SLAs that securely deployed in one time max..? Does anyone ever deploy as many as I do..? Or even more..? And what is the best practice of designing SLA..? Is it per CTI or per Priority and Urgency..? TIA ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Difference between Missed and Missed Goal: Remedy SLA 6
I don't see a Missed Goal in our SLAs (ARS 6.3, SLA 6.0). Is this in the SLA within the ticket? On the SLA (via SLA-Main Console) are you Tracking Assignment Responsibility or Tab 4 Cumulative Performance? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mau Remedy Sent: Tuesday, July 03, 2007 6:59 PM To: arslist@ARSLIST.ORG Subject: Difference between Missed and Missed Goal: Remedy SLA 6 ** Hello friends Long time since last posting. Here´s an easy one: We´ve been stuck with Remedy SLA 6.0 fundamental concepts, trying to understand the difference between missed and missed goal, when monitoring attached SLAs in Helpdesk cases. SLAs are pretty straight forward, there are two different SLAs: Response and Resolution Time ... Term and Conditions include something like Impact=High and Priority=High, Goals include start measuring Response time when Status=Assigned and stop it when Status=WIP, in the other hand the second SLA goal starts measuring Resolution time when Status is WIP and stop it when it´s Resolved. Milestones include notifications to different users. Why is that two different helpdesk cases with the same data, sometimes show different SLA status, like Missed and sometimes Missed Goal, and sometimes we verify that milestones are not being met, notifications not sent. Please would you explain SLA status flow Thanks Maus __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Share SLA experience
We have over 150 SLAs. When deploying, do you mean creating? If creating, I have found you need to wait for them to build before moving on to the next SLA. Rather frustrating when you need to get them done quickly. As for best practices, I would say whatever is most applicable and the more generic and better way of getting your users/groups to use the same SLAs the better. Good luck. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Issotyo P.B Sulistyo Sent: Tuesday, July 03, 2007 9:31 PM To: arslist@ARSLIST.ORG Subject: Re: Share SLA experience Hi Cakra, I had a nightmare when building/deploying around 100 SLA at once, since it is very slow. In one of my case, I had my server crashed with error Memory Allocation Error (Malloc) when building SLA. Same environment with your server. Did your server patched to version 20 ? ARSYS must be patched to Version 20 to avoid Malloc error. I wonder, is anybody ever deploy SLA more than 100 at once? IPBS On 6/18/07, cakrabinaya [EMAIL PROTECTED] wrote: Hi All, I'm newbie on Remedy Helpdesk and I need some information about SLA. Could you guys share your experience regarding to SLA deployment. I my self had deployed more than 500 item SLAs at once recently, and more than 1000 item SLAs totally in 1 month. I use Remedy 6.3 with w2k3 as the OS in compaq blade server with 4 processor and 4gb ram, The impact to our server of deploying those SLAs is very significant. It eating almost all the memory and processor resources, and also give application error status on Event Viewer. It needs one week to process all 500 items to built successfully. Does anyone know how many SLAs that securely deployed in one time max..? Does anyone ever deploy as many as I do..? Or even more..? And what is the best practice of designing SLA..? Is it per CTI or per Priority and Urgency..? TIA ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email limitation ARS 6.3
IS this the filter set for a NULL group that you are referring? This is in beginning of Phase 3. I didn't realize Phase 3 stops and restarts multiple times. FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6330 */Start filter processing -- Operation - CREATE FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka AR System Email Messages - NULL FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Checking AR System Email Messages Check Default Mailbox (300) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka -- Failed qualification Further down the log FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6800 */ Restart of filter processing (phase 3) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6800 */Stop filter processing FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka 0: Notify FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Priority: 0 Mechanism: Default To: CDPH-CHCQ-LFS-Help FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Change CHG8373, Low request urgency, has been reassigned to group GROUP-Remedy. FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Change CHG8373 (server DEPARTMENTEISRMD01.intra.Department.ca.gov) has been reassigned to group GROUP-Remedy. No longer work on this entry, but contact GROUP-Remedy with any additional information. Short Desc: TEST-Remedy Application - Request notification Request Urgency: Low FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */Stop filter processing FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */Stop filter processing FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */Stop filter processing FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:16.1010 */Start filter processing -- Operation - GET FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka CHG:Change - CHG8373 FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:16.1010 */ End of filter processing (phase 1) FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:16.1010 */ Restart of filter processing (phase 3) FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:16.1010 */Stop filter processing WFLG /* Mon Jul 02 2007 11:48:23 */ WFLG Workflow Trace Log -- OFF From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Monday, July 02, 2007 4:52 PM To: arslist@ARSLIST.ORG Subject: Re: Email limitation ARS 6.3 Our processes are all home grown and we use the AR Groups solely as permission Groups. We have our own Support Group routines. Take a hard look at the filter logs. We have also found that if the To field is blank, even if the CC field is not, the filter logs will show it firing and the notify process will be defered to phase 3. Then in phase 3 the notify fails. So place close attention to the filter logs, especially the phase 3 push. It may be that for some reason the group is resolving to a null group. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList)
Re: Email limitation ARS 6.3
Thank you for the help. I tried recreating the group (orphaned some tickets - oops). I tried recreating the user. I reset my email to the user and group account, still not working. All of my other groups and user notifications work. Could it be the group ID number? I have it at 3200 right now. Last I checked, that is OK. I could send more logs. :) I kept the filter logs running for one minute after I clicked save from a reassignment. I am pretty lost what else to try. Thanks again. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, July 03, 2007 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Email limitation ARS 6.3 The Stop and Start are associated with different filters. Sometimes it can be a challenge to decide which ones match up. It's kind of hard to tell from the snippets but I do think the notify filter is being triggered but is then being passed over. I would expect to see similar lines like those that follow the Notify line that note the reassignment of the ticket. You should open the Groups form and search for the Group, then push the Show Members button. Seems like there is something up with that Group. You may even want to add yourself for another test. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Hromyak, Nicholas (DHCS-ITSD) Sent: Tuesday, July 03, 2007 11:34 AM To: arslist@ARSLIST.ORG Subject: Re: Email limitation ARS 6.3 IS this the filter set for a NULL group that you are referring? This is in beginning of Phase 3. I didn't realize Phase 3 stops and restarts multiple times. FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6330 */Start filter processing -- Operation - CREATE FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka AR System Email Messages - NULL FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Checking AR System Email Messages Check Default Mailbox (300) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka -- Failed qualification Further down the log FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6800 */ Restart of filter processing (phase 3) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6800 */Stop filter processing FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka 0: Notify FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Priority: 0 Mechanism: Default To: CDPH-CHCQ-LFS-Help FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Change CHG8373, Low request urgency, has been reassigned to group GROUP-Remedy. FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka Change CHG8373 (server DEPARTMENTEISRMD01.intra.Department.ca.gov) has been reassigned to group GROUP-Remedy. No longer work on this entry, but contact GROUP-Remedy with any additional information. Short Desc: TEST-Remedy Application - Request notification Request Urgency: Low FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */Stop filter processing FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */Stop filter processing FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */ Restart of filter processing (phase 3) FLTR TID: 005648 RPC ID: 0015210595 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:13.6950 */Stop filter processing FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka /* Mon Jul 02 2007 11:48:16.1010 */Start filter processing -- Operation - GET FLTR TID: 003372 RPC ID: 0015210602 Queue: Fast Client-RPC: 390620USER: nhromyaka CHG:Change
Re: Email limitation ARS 6.3
Thank you again David. I am beginning to wonder if I should do a ARRELOAD. I haven't done a ARRELOAD yet. I usually restart the services. I found this: arreload -g Group -u User -aAdmin User -pPassword -s servername -f -d I might try it and see. Thanks again. Anyone else? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Tuesday, July 03, 2007 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: Email limitation ARS 6.3 If the notification is working for all other groups than some how there is a mismatch between the User and the Group and the system is saying that no one in the group so no one to send the email to. At this point I'm out of ideas. Sorry I can't be of more help. Maybe some of the ITSM guru's will be back on line after the US holiday tomorrow. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Email limitation ARS 6.3
Is there an email length limitation in 6.3 (patch 21, Windows 2K3, SQL2K)? ITSM 6.0 I have an individual account that is being used for Group notification filters. In other words I have a group and an individual with the same name. Due to out of the box workflow, we found doing group email notification work best on an individual user. Anyway, when filters fire for group notification (such as group assignment changes) this new group with a 34 character email does not work. When I assign it to the individual the email works. I checked Filter logs and it is set for Notification Method 3 just like the other groups. I see the filters fire to send the email, but it doesn't happen. My 72 other groups/individuals all work fine. Thanks in advance. Nick Hromyak ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Email limitation ARS 6.3
Thanks for the information. I found the forms have different character limitations from 141 - 156. So far, I had presumed the filters were simply pushing fields. To clarify, when I save the helpdesk ticket with the new (A) group, the message pops-up on the screen to inform the user that the new (A) group was notified of the ticket, while the previous (B) group was notified not to work on the ticket anymore. I see the Filters fire in the filter logs, the old (B) group message shows in the email messages list while the new (A) group does not. Only this (A) group does not show in the email messages, if I reverse the assignment the old (B) group still shows up. I tried deleting and re-creating the user and the group name. I still have the same situation. Anything more to look at in the email messages area or Individual? Thanks. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Monday, July 02, 2007 2:48 PM To: arslist@ARSLIST.ORG Subject: Re: Email limitation ARS 6.3 Nicholas, Not sure about ITSM but notify filters in the AR System server have a bug that trims To and Cc to 256 characters. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
