Logging form searches?
Fellow Remedy Admins I appear to have a user that is routinely performing large queries against our Help Desk form and causing performance hits. I am trying to find a way to determine who this user is so I can educate them on how to properly query records in Remedy. What would be the best way to see the types of queries that users are making against a particular form? If I can get either the search criteria or records returned, then I could use that information to track down this user. I have tried setting up an Active Link that feeds a form when a Search action is performed. I used $LASTCOUNT$ to try and capture the number of records returned. Unfortunately, this appears to only return 0 when using it with the Search Execute On. Any assistance would be greatly appreciated. The performance hit from these searches is too random to be an Escalation. However, I have gone over Escalation workflow and logs, and not found anything that could be causing the performance hit so far. James Van Sickle Remedy Developer Commercial Metals Company ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: BMC Remedy - Copy to Archive and Delete from Source - AR System Email Messages?
Laura I tried to setup an Archive form for the Email Messages form a while ago, and ran into the unusual activity that Susan was referring to. Here is what I wrote to the list a few months ago about it: According to Remedy Support, creating an Archive Form for the AR System Email Messages form causes a duplication of the reserved fields used by the email engine to send email. Apparently the email engine was not setup to distinguish Field IDs such as 18085 between two separate forms. When I created an Archive form off the Email Messages form, the Email Engine decided that my Archived Email Messages form was the new form to process incoming and outgoing email on. This became somewhat amusing as Incoming email went directly to my Archive Form, and Outgoing email just sat in my original Email Messages form waiting to get processed. Removing the Archive form and restarting the Email Engine fixes the problem. (Embedded image moved to file: pic23851.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Nichols, Laura (Laura) [EMAIL PROTECTED] To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: [ARSLIST] BMC Remedy - Copy to ORG Archive and Delete from Source - AR System Email Messages? 07/11/2008 12:06 PM Please respond to [EMAIL PROTECTED] RG ** Susan, Can you elaborate on your statement, I was also notified yesterday that it is not recommended to archive system email messages, there is some unusal result related to it.? Do you remember where you got this information? Are you still archiving your email messages? Anyone else heard or read anything on this?? Thanks, Laura From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Wednesday, March 26, 2008 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: BMC Remedy - Copy to Archive and Delete from Source ** Mel, I have found that for 'us' keeping less than 100k Help Tickets or Tasks in those forms keeps performance at an acceptable level. You have to remember that all workflow is affected by the number of records in the form and keep in mind any table fields that are refreshed. We generally keep 13 months of or closed records. Since we upgraded to v7.0.1P3 last year I was excited about the 'archive' option. In the last month I've used it on HTs, Tasks and email messages. For us it appears to require a huge amount of disk space for the copy/delete option. That needs to be planned for and it was greater than 1 for 1 which is logical since another table is now holding the same record. For us it was quite a bit more than that infact we nearly brought the server down. I only archive in the lowest of production hours (night) when minimal users are on the system. I was also notified yesterday that it is not recommended to archive system email messages, there is some unusal result related to it. Sorry did not get more info. I found the actual archiving to go fairly quick, was doing about 70k records both times. I liked the fact I didn't have to manually delete the records afterwards. hth, Susan ShopperTrak __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential
Re: Idea needed, events crashing User Tool
The last time I had a client crash like this I found that the problem was a badly formed Run Process action being executed. Is there any workflow being executed by the parent form after the Close Window action is executed? Also, do you have any field mappings on close being performed in the original Open Window action? When the Dialog closes, do you still have the original main form open in the background, or is the Dialog form the only field open in the client at the time? I am a little unclear about that. (Embedded image moved to file: pic02421.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Mark Milke [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: [ARSLIST] Idea needed, events ORG crashing User Tool 07/10/2008 01:14 AM Please respond to [EMAIL PROTECTED] RG Hi James, There could be a lot of causes. Could you provide a bit more information about your environment and workflow? 1. What kind of error is given, if any, during the crash? No error. Just crash. 2. What kind of workflow is executing when you close the form, both on sub-form and main form? It's a simple Close Window action. 3. What version of Remedy and OS is this client running on? I've tried on ARS 6.3 with ARS 6.3 client and ARS 7.1 with ARS 7.1 client. Both have the same problem. Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic02421.gif
Re: Lines of code in Remedy?
Actually, expanding on that. Open up the ARSystem database so you can run some SQL queries. Do a count on entries in the action tables for your workflow tables (actlink_push, filter_push, filter_set, etc). Then count the entries in the object tables (arschema, actink, filter, escalation, arcontainer, char_menu). You can then tell them the following: System has X form objects which call a total of X workflow objects. X workflow objects perform a total of X actions. It won't tell you how many lines of code the system has, but it will help portray the level of complexity that the system is performing. You can break down the above a little more thoroughly to prove a more comprehensive solution based on what your boss is looking for. (Embedded image moved to file: pic24350.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Roberts, Chas [EMAIL PROTECTED] DECOUNTYIT.ORGTo Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: [ARSLIST] Lines of code in ORG Remedy? 07/10/2008 10:19 AM Please respond to [EMAIL PROTECTED] RG Careful! Maybe they are going to pay you based upon the number of lines of code, as a measure of complexity. Count the active links and multiply by the number of parameters in each. Same with filters, add them to the mix. Then multiply by the number of tickets. Add something for guides or other programming constructs you have implemented. That would be a better indication of the complexity, which is what the metric is attempting to discover. YMMV Yours truly, Charles H. Roberts, 4th (RSP) Customer Service Manager (CSM) Riverside County Information Technology (RCIT) Office: 951-486-7780 Cell: 951-840-8699 eMail: [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, July 10, 2008 8:06 AM To: arslist@ARSLIST.ORG Subject: Re: Lines of code in Remedy? Excellent answer -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David.M Clark Sent: Thursday, July 10, 2008 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Lines of code in Remedy? Thanks for the thoughts folks, I've decided to tell them... 42. -D David M Clark Remedy Programmer/Analyst Daniel Bloom [EMAIL PROTECTED] 7/10/2008 6:55 AM Okay, I will reset the clock on the list server so we are now Friday. From the original question, any Friday in the 1970s or 80s. Don't forget to use 71 character lines (if I remember correctly and probably don't, column 72 was for an X to say this line is extended for at least Fortran and the rest were for sequencing your card deck in case they fell off where you put them and spread themselves over the floor). Anybody who knows the correct answer has *really* dated themselves. For the rest of you, I am going back 32 years, the first and last year I used a card punch. So David, bundle up all the responses from the arslist, bind them, Pick a number(as recommended by your peers, either random number or An inaccurate calculated one), attach a printout of the .def file and All supporting code from mid-tier, integrations etc. and hand it in :-) ... Dan p.s. has everyone requested funding for the BMC UserWorld in Miami? -Original
Re: ARERR:302 Entry does not exist in the database
The problem sounds like an issue with row-level permissions on the form. If you look at the Request ID field (1) in Admin Tool, you should be able to see what permissions the field has. Most likely the field's permissions were limited during the recent update, which prevents others users from seeing records. Row level permissions can be a great feature, but the problem is that if your account does not have the right permissions Remedy acts as if the ticket you are looking for does not exist. No nice message like It's there, but you don't have authorization to see it. Just restore the old permissions for that field and you should be ok if you are not trying to use row-level permissions. Is this ITSM 7 Problem Management, or a custom Problem Management designed in house? (Embedded image moved to file: pic14924.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 jaimie [EMAIL PROTECTED] COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] [ARSLIST] ARERR:302 Entry does not ORG exist in the database 07/10/2008 04:38 PM Please respond to [EMAIL PROTECTED] RG Hi All, I'm getting a weird error and I have no idea how to fix it. We are using ARS 7.1 patch 3 on SQL 2005, Windows 2003 and ITSM 7.00.3. We do not have a whole lot of knowledge when it comes to 7.1 What happened was that we were trying to give permissions to fields on the form via the Admin tool. Previous versions allowed this, but 7.1 does not and we got a message stating that we could not do that. Then it froze the admin tool. After the admin tool came back up, thats when we logged into the client as a test user and found this error. However, for some reason the admin can access tickets via the Problem Management Form. If anyone else tries to search for a Problem Investigation, they get a message stating that there are No matching requests (or no permission to requests) for qualification criteria. (ARWARN 1200). This is only affecting the Problem Investigation form and nothing else. The thing is that the test user can save a ticket and it will give a ticket number but then give the error ARERR [302] Entry does not exist in database. And if I log in as an admin I can see the ticket and open it. It makes me think that its a permission or roles issue, but again I have am not sure. I have checked my sql log and nothing is jumping out at me. I was thinking that maybe the permissions are no longer attached to the form or fields, but I can't just go into the admin tool and add the permissions to the form like previous versions allowed. Any ideas? Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication
Re: Idea needed, events crashing User Tool
Mark There could be a lot of causes. Could you provide a bit more information about your environment and workflow? 1. What kind of error is given, if any, during the crash? 2. What kind of workflow is executing when you close the form, both on sub-form and main form? 3. What version of Remedy and OS is this client running on? (Embedded image moved to file: pic22929.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Mark Milke [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] [ARSLIST] Idea needed, events ORG crashing User Tool 07/09/2008 03:35 PM Please respond to [EMAIL PROTECTED] RG Hi listers, my main form is a regular form with 2 view. Being on the main form I'm clicking a button and opening another regular form, let's call it sub- form. The sub-form is is a regular form and it has to stay a regular. When I close the sub-form I need to open the second view of the main form as dialog. Here is what I'm doingÖ On button click on the sub-form I'm sending an EVENT to the main form to let it know that I want to open the view as dialog. The problem is, that if I do that immediately, then the sub-form will stay on the screen, but I want it to go, befor the dialog shows up. So I have to tell the sub-form to close first. Therefore, after I receiving the EVENT from the sub-form on the main form, I'm sending an EVENT to the subform, telling it to close and then I'm opening the dialog. This works fine, the sub-form gets closed and the dialog opens up. The problem is, that as soon as I close the dialog the User Tool crashes. Any idea why? Or any idea how to achieve the same thing in a different way? Mark ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic22929.gif
Re: Remedy: Time Reporting Module
It depends on how you are defining Time Reporting If you are talking about straight forward tracking of hours worked per week, vacation and sick time usage and accrual, etc, then the answer is no. Such a module could be done, but would have to be built from scratch. If you are talking about tracking time spent working tickets, changes, and other requests, then the answer is an emphatic yes. The Remedy ITSM apps have sections for tracking time spent working individual tickets based on assignment. These can then be linked back to SLA targets to ensure compliance is met, and if not, appropriate action is taken based on workflow. You can then run reports off these records to show actual costs in personnel resources your tickets are using, which then helps justify moving more mundane, routine issues to the 1st or 2nd level Help Desk's sphere of influence. Clarity does have the capacity to do both of the above, but I also found these database to be very clunky to work with. Clarity does have modules available to push completed Incidents/Help Desk Cases into its system to track time spent. The problem is that this module is very limited in its capability, and did not handle reassignments when calculating time. So you could tell that a ticket took two hours to complete, but were unable to delve deep enough to see that the Network Operations Center (NOC) spent 90 minutes working on the problem, and Network Engineering spent another 30 minutes. This type of reporting would lead to problems, such as: Did your Remedy group really spent 4 hours working a problem on a Remedy User client? Or did the Help Desk assign the ticket to the wrong group and let it sit there for 3 hours and 55 minutes until someone reassigned it to the correct group who resolve the problem in 5 minutes? I hope this answers your question. (Embedded image moved to file: pic03430.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Kathy Morris [EMAIL PROTECTED] OL.COMTo Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: [ARSLIST] Remedy: Time ORG Reporting Module 07/09/2008 04:07 PM Please respond to [EMAIL PROTECTED] RG ** Does this mean that Remedy does not have a Time Reporting Module. To my knowledge, I never heard of Remedy offering this - I wanted to confirm this. -Original Message- From: Gary Opela (Corporate) [EMAIL PROTECTED] To: Kathy Morris [EMAIL PROTECTED] Sent: Wed, 9 Jul 2008 2:03 pm Subject: RE: Remedy: Time Reporting Module Eek, I’ve used clarity before…. Out of the box, our DBAs had to spend a week fixing their sloppy database designs. Also, it took way too much computing power, but was still extremely slow. We never did manage to implement anything other than a basic timesheet. This was at a previous job. We’re working on one now, but it is several months out. It’s an in-house one that we use currently. Good luck searching. Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company From: Action Request System discussion list(ARSList) [ mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris Sent: Wednesday, July 09, 2008 3:54 PM To: arslist@ARSLIST.ORG Subject: Remedy
Re: Baffling Email Problem
Did you create an Archive form of AR System Email Messages recently, or use one of the reserved fields on the Email Messages form (140X) on another Regular form? I had a similar problem when I created another form in Remedy using the same field IDs. BMC Support said it was a known issue on how the Email Engine was designed, and you could not use those special field IDs outside the Email Messages form. (Embedded image moved to file: pic04596.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To N.AF.MIL arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: [ARSLIST] Baffling Email [EMAIL PROTECTED] Problem ORG 07/09/2008 05:02 PM Please respond to [EMAIL PROTECTED] RG Yes, I definitely see the filters firing in the filter log. The notifications are hard set to send via email, not user preference. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matt Worsdell Sent: Wednesday, July 09, 2008 4:47 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Do you see the filter that actions the notification fire in a filter log? What method of notification are you using, is it Email or are you using cross reference? Depending on version have you double checked the Alert form to see whether the notification is there? Matt -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09 July 2008 22:39 To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem Positive. We pull up the Messages form AND our Help Desk form, change status of a test ticket, which normally always generates a message record, then *immediately* go back to the Messages form and rerun the search and nada. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Craig Carter Sent: Wednesday, July 09, 2008 4:31 PM To: arslist@ARSLIST.ORG Subject: Re: Baffling Email Problem ** I believe there is an option on whether to retain a copy of the sent messages. Are you sure the email is not being sent and then the record is being deleted from the form? Craig Carter From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Wednesday, July 09, 2008 3:11 PM To: arslist@ARSLIST.ORG Subject: Baffling Email Problem ** Hello everyone: Here's something you don't see every day. For some reason, a Remedy server of a site I support cannot find its AR System Email Messages form! The system has about 12 filters that each generate a notification based on ticket status changes. What's weird isn't that the notifications aren't going out-it's that the notifications never get created in the Messages form. It's like the filters generating the notifications are just skipping the notification action. Anyone seen this before? ARS 6.3 patch 21 Windows 2003 Microsoft SQL 2003 Thanks, Norm __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Re: Difference Report Tool
Thanks, but I already use TextPad when doing that type of difference report. I was looking more for a graphic-based utility with a few more bells and whistles than the old fashioned line-by-line DEF compare. (Embedded image moved to file: pic11825.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Service Management 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-19 Internal Plano, TX 75075 Kais Albassir [EMAIL PROTECTED] otelko.comTo arslist@ARSLIST.ORG 05/07/2008 03:10 cc PM[EMAIL PROTECTED] Subject Re: Difference Report Tool Hi James, I can generate a difference report in Word format between two def files. Let me know if this can help. Cheers. Kaïs James Van Sickle wrote: Fellow ARSListers I am looking for a tool that can perform the same function as Migrator's Difference Report between two ARS servers and their selected objects. I was told ages ago that there was a free utility somewhere on the web that could do this, but cannot remember the name. Has anyone heard of such a utility, and could point me towards the website that I can download it from? Any information would be greatly appreciated, and thank you for your time. (Embedded image moved to file: pic04624.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Architecture Services 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-78 Internal Plano, TX 75075 == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are (Embedded image moved to file: pic16852.gif) == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic11825.gifattachment: pic16852.gif
Difference Report Tool
Fellow ARSListers I am looking for a tool that can perform the same function as Migrator's Difference Report between two ARS servers and their selected objects. I was told ages ago that there was a free utility somewhere on the web that could do this, but cannot remember the name. Has anyone heard of such a utility, and could point me towards the website that I can download it from? Any information would be greatly appreciated, and thank you for your time. (Embedded image moved to file: pic04624.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Architecture Services 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-78 Internal Plano, TX 75075 == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic04624.gif
Re: Job: Two Openings - (1) Remedy Developer - Dayton, OH / (1) Remedy Administrator - Raleigh, NC
While I am not looking to leave my present position or move to Dayton, OH right now, I do want to ask for clarification for those on the list who may be looking. Does the following statement Will be processed for Secret Clearance from the description indicate that this employer is willing to pay to have a non-cleared candidate obtain Secret clearance? If the answer is yes, I would remind fellow developers looking for opportunities that having Secret clearance can help open a lot of doors to other Remedy jobs in the future who require Secret or Top Secret clearance. Many government agencies, such as DOD, every branch of the military, and several defense contracting companies use Remedy and require Secret or Top Secret clearance to even apply for a developer position with them. It is nice to see that despite our economy being in the can right now, that there are still Remedy jobs out there for the taking. Good luck, everyone. (Embedded image moved to file: pic32703.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Architecture Services 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-78 Internal Plano, TX 75075 Abhijit Oak [EMAIL PROTECTED] O.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: [ARSLIST] Job: Two Openings - ORG (1) Remedy Developer - Dayton, OH / (1) Remedy Administrator - Raleigh, NC 04/18/2008 11:07 AM Please respond to [EMAIL PROTECTED] RG ** Hello Mark, Yes, it is required. They have clearly mentioned so... From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Latta Sent: Friday, April 18, 2008 9:21 PM To: arslist@ARSLIST.ORG Subject: Re: Job: Two Openings - (1) Remedy Developer - Dayton, OH / (1) Remedy Administrator - Raleigh, NC ** Joshua, Is ITSM experience required in consideration for this position? - Mark Latta Date: Fri, 18 Apr 2008 09:03:50 -0400 From: [EMAIL PROTECTED] Subject: Job: Two Openings - (1) Remedy Developer - Dayton, OH / (1) Remedy Administrator - Raleigh, NC - Kforce To: arslist@ARSLIST.ORG ** Dear List, Here are my open Remedy requirements at the present moment. Any help is always appreciated. Table of Contents: 1) Remedy Developer/Administrator / US Citizen / Dayton, OH / 4 Month Contract 2) Remedy Administrator / US Citizen / North Carolina / 6 Month Contract to Hire Description of Opportunities: 1) Title: Remedy TTS Programmer or SC06 Location: Dayton, OH Telecommuting: Not an Option Authorization Status: US Citizens (Will be processed for Secret Clearance) Duration: 4 Month Contract Type: Straight Contract with possible extension Requirements: US Citizen 1 to 5 years experience with Remedy Action Request System (Releases 6 thru 7) and programming using the Remedy Language Experience with Remedy IT Service Management Suite (ITSM) Release 7 Database Experience Required (SQL/Oracle) 2) Title: Remedy Administrator Location: North Carolina Duration: 6 Month Contract to Hire Telecommuting: Not an Option Work Authorization: US Citizens Only Industry: DoD About Client:One of the world's leading providers of systems integration and other technology services, including application development, data hosting, networking, and management
Re: Slightly OT--US Govt Security Clearances (was: Job: Two Openings ....)
One other restriction not many people often hear about, however, is you can't be married to a foreign citizen when attempting to get clearance. Having a Green Card does not count. They have to either be actively pursuing US citizenship, or sign a binding document stating they will pursue citizenship the moment you get clearance. I found that out the hard way a few years ago when applying for a job that required clearance, and the employer was willing to help me get it. This rule applies to all foreign citizens, and not just the ones from places whom are presently or recently hostile towards the United States, like Iran, North Korea, and the former USSR states. I have heard numbers as high as $80k in terms of how much it costs in personnel, time, travel, and equipment to perform Secret or Top Secret clearance research. If you lived or travelled extensively out of the country, then the clearing agency also has to travel there too. This is to make sure that you did actually live or travel there, did not socialize or participate in anti-American organizations, or so forth. Even if you travelled a lot across the US, the time and costs can end up being pretty high as government officers/agents speak to your old neighbors and coworkers. So you can see why employers will go to great lengths to find an already cleared applicant, or make sure someone is a viable candidate before starting the process. (Embedded image moved to file: pic13993.gif)Countrywide James Van Sickle Remedy Developer II Enterprise Architecture Services 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-78 Internal Plano, TX 75075 McClure, Don [EMAIL PROTECTED] EDU To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] [ARSLIST] Slightly OT--US Govt ORG Security Clearances (was: Job: Two Openings ) 04/18/2008 03:15 PM Please respond to [EMAIL PROTECTED] RG Another item for folks not familiar with the situation, including non-security-cleared Remedy folks considering such engagements--The entire situation is chicken-and-egg (or, perhaps, Catch-22!!!). It is(or was, last I knew) generally very difficult for an INDIVIDUAL to initiate request for a US Gov't security clearance (Defense, Energy, Transportation, others).The prospective EMPLOYER must initiate request, certifying nature of duties to be performed by that person once cleared. Of course, we all know the employer wants to make certain the person is eligible before expending any money on salary or expenses of the clearance itself. Too many years in defense transportation work..and hearing too often that an existing employee would not be cleared, even when eligible, because relationship of duties-to-safeguarded-information was not evident to clearing agency! And that was when a standard Secret clearance took approx ten weeks. Don W. McClure, P.E. Data Administrator System Engineer Computing IT Center, Call Tracking Administration University of North Texas, Denton dwmac_at_unt.edu That which counts cannot necessarily be counted: that which can be counted will not always count. -- Albert Einstein -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gary Opela (Corporate) Sent: Friday, April 18, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: Job: Two Openings - (1) Remedy Developer - Dayton, OH / (1) Remedy Administrator - Raleigh, NC My clearance took 1 yr 4
Re: FW: Remedy JAVA api question
I could be wrong, but it looks like your app is referencing AIX drivers rather than Windows. Are you sure that the app itself does not have any hardcoded references to the Remedy API drivers on AIX? Have you confirmed your PATH and JAVA_PATH variables on the Windows box are pointing to the correct directories? (Embedded image moved to file: pic15022.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change Config 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-78 Internal Plano, TX 75075 Matthew Kunkel [EMAIL PROTECTED] AL-MART.COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] [ARSLIST] FW: Remedy JAVA api ORG question 04/01/2008 10:33 AM Please respond to [EMAIL PROTECTED] RG ** Correction: The first line should have read: We're getting the error below when trying to use the JAVA api on an AIX platform. I originally thought it was windows, so I keep getting the process confused. The whole app runs on a 64 bit AIX platform, no windows. Thanks, Matt From: Matthew Kunkel Sent: Tuesday, April 01, 2008 9:46 AM To: 'arslist@ARSLIST.ORG' Subject: Remedy JAVA api question List, We're getting the error below when trying to use the JAVA api on a windows platform. This particular program is running on AIX, whereas I'm most familiar with HP-UX. I've googled the error and can't seem to find anything. We get the same result on both the 6.3 and 7.0 versions of the API. Any help is appreciated. Caused by: java.lang.UnsatisfiedLinkError: /u/applic/Remedy/libarjni70.a (0509-022 Cannot load module /u/applic/Remedy/libarjni70.a. 0509-103 The module has an invalid magic number.) at com.ibm.ws.tcp.channel.impl.NewConnectionInitialReadCallback.complete(NewConnectionInitialReadCallback.java:113) at com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(AioReadCompletionListener.java:165) at com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.java:217) at com.ibm.io.async.AsyncChannelFuture.fireCompletionActions(AsyncChannelFuture.java:161) at com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:136) at com.ibm.io.async.ResultHandler.complete(ResultHandler.java:195) at com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java:743) at com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:873) at com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1469) Thanks, Matt ** This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. ** Wal-Mart Confidential ** __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted
Re: BMC Remedy - Copy to Archive and Delete from Source
In response to Susan's comments about archiving the AR System Email
Messages form:
According to Remedy Support, creating an Archive Form for the AR System
Email Messages form causes a duplication of the reserved fields used by the
email engine to send email. Apparently the email engine was not setup to
distinguish Field IDs such as 18085 between two separate forms. When I
created an Archive form off the Email Messages form, the Email Engine
decided that my Archived Email Messages form was the new form to process
incoming and outgoing email on. This became somewhat amusing as Incoming
email went directly to my Archive Form, and Outgoing email just sat in my
original Email Messages form waiting to get processed.
Removing the Archive form and restarting the Email Engine fixes the
problem.
(Embedded image moved to file: pic14989.gif)Countrywide
James Van Sickle
Remedy Developer II
IT - Enterprise Change Config
972-696-5779 Office 1000 Coit Road
92-540-5779Mail Stop: PCRD-2-78
Internal Plano, TX 75075
Thad K Esser
[EMAIL PROTECTED]
COM To
Sent by: Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)Subject
[EMAIL PROTECTED] Re: [ARSLIST] BMC Remedy - Copy to
ORG Archive and Delete from Source
03/26/2008 01:43
PM
Please respond to
[EMAIL PROTECTED]
RG
**
Joe,
Properly indexed and tuned 400,000 tickets on a form shouldn't be a
problem. To expand on what Susan indicated, nine times out of ten, the
biggest cause of slowness when opening forms is table fields that are
needlessly being refreshed. Watch out for tables being refreshed on hidden
tabs. Have an active link that fires on Gain Focus (of that tab) AND also
on Display, with a run if of ('Page Holder' = Tab Name'). The one action
would be the table refresh.
Of course there are other causes for slowness on opening of forms, but I've
found this is the most common, and typically the easiest to fix. (oh, and
be suspect of any active link that fires on all three of Window Open,
Window Loaded, and Display - its probably running three times when you
display a ticket).
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
Susan Palmer [EMAIL PROTECTED]
Sent by: Action Request System
discussion list(ARSList) To
arslist@ARSLIST.ORG arslist@ARSLIST.ORG
cc
03/26/2008 08:27 AM Subject
Re: BMC Remedy - Copy
to Archive and Delete
Please respond to from Source
arslist@ARSLIST.ORG
Re: This is a test
You should check the http://www.arslist.org website. The Subscription area has a setting to not send you your own posts, but I am not sure if that is the default setting or not for all subscribers. (Embedded image moved to file: pic32209.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change Config 972-696-5779 Office 1000 Coit Road 92-540-5779Mail Stop: PCRD-2-78 Internal Plano, TX 75075 J.T. Shyman [EMAIL PROTECTED] .COM To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] Re: [ARSLIST] This is a test ORG 03/18/2008 02:58 PM Please respond to [EMAIL PROTECTED] RG ** Did not see this message and a few others by 15:57 EDT. Trying again. J.T. Shyman Column Technologies From: J.T. Shyman [mailto:[EMAIL PROTECTED] Sent: Tuesday, March 18, 2008 3:29 PM To: 'arslist@ARSLIST.ORG' Subject: This is a test I’m not seeing my own replies and suspect I’m missing other postings as well. Sent at 15:30 EDT --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == attachment: pic32209.gif
Re: Company Dropping Remedy
James Out of professional curiosity, has your company already decided on what their alternative product will be to Remedy? If this decision is not completely driven by price and still open to potentially saving Remedy, you may wish to speak with Jorge Batista or Jay Shankar at BMC. They might be able to assist in resolving some of the issues that brought your company's management team to their decision. Alternatively, you might also want to talk to some vendors who offer third-party support services for Remedy. They might be able to offer Remedy Support at a lower cost than going directory through BMC, but I have never used such third-party support so I cannot say for certain. I believe companies like Column IT, Strategic Technologies, and Xinify offer these services, but I am sure there are a several more whom I am not familiar with. If this is a done deal, good luck with the job hunt then. (Embedded image moved to file: pic03039.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change Config 972-696-5779 Office 1000 Coit Road 92-540- Internal Mail Stop: PCRD-2-78 214-399-1254 CellPlano, TX 75075 James Collins [EMAIL PROTECTED] IL.COMTo Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] [ARSLIST] Company Dropping Remedy ORG 02/05/2008 09:41 AM Please respond to [EMAIL PROTECTED] RG I found out last week that my company has decided to drop Remedy. Through an analysis they found found it to expensive and the support that they received since the BMC takeover as being not worth the costs associated with it. I was a bit surprised; however, they plan on developing some new opportunities. I think Remedy has about one year with the company and that will be the last curtain after 10 years. I will still be around for a year, but wanted to share that with the list. James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic03039.gif
Re: Remedy and Clarity?
Chris I looked into the integration of Clarity and Remedy at a previous employer. A company called Xinify has developed several packaged integrations between the two products available for purchase. According to Clarity documentation, you can integrate the two systems yourself using Web Services, although documentation on the matter proved sparse. I encountered several problems with this solution because our Clarity system was not at the required patch level, and Clarity Support being less than forthcoming on information about their API integrations. Additionally, you can also integrate the two systems directly through SQL rather than Web Services. This solution is completely unsupported by Clarity, and there was no extensive database documentation available for the Clarity database. In the end, I would have to say that just buying the integrations from Xinify and being done with it would have been a quicker and cheaper solution in the long run rather than re-inventing the wheel. (Embedded image moved to file: pic20600.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change Config 972-696-5779 Office 1000 Coit Road 92-540- Internal Mail Stop: PCRD-2-78 214-399-1254 CellPlano, TX 75075 Christopher Smith [EMAIL PROTECTED] .EDU To Sent by: Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)Subject [EMAIL PROTECTED] [ARSLIST] Remedy and Clarity? ORG 01/22/2008 09:26 AM Please respond to [EMAIL PROTECTED] RG ** Hello, I was wondering if any of you were using Remedy and Clarity. If so do you have the two products integrated? What do you pass back and forth? Incidents? Changes? Other? We have both products and are looking to integrate them and are interested in any information you would be willing to share. I am looking more for lessons learned in the integration rather than the technology used to integrate them. Thanks, Chris Smith __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic20600.gif
Video Display issues with Remedy User
Fellow ARSListers I am using Remedy User 6.03 Patch 20 accessing an ARS Server 6.03 Patch 20 server. My workstation is using Windows XP Pro for an OS. The following problem appears to happen inconsistently, but has happened on multiple workstations. When a user is switching between Remedy User and another program, the screen does not fresh the Remedy User window as it should. Often this causes either a blank screen or just the green background of the Remedy form opened to be shown. Minimizing and restoring the Remedy User window causes the screen to refresh and show the form normally. Dragging a non-maximized Remedy User window out of view below the screen and back up into view also causes the form to refresh. This appears to happen when I have two programs open or over a dozen programs open with no consistency. None of the other programs running at the time this occurs or afterwards show any signs of the same issue. My video settings on the first workstation to have this problem appear are: Desktop: HP xw6400 Workstation Plug Play Monitor NVIDIA Quadro NVS 285 128 MB Adapter 1600x1200 pixels 32-bit color quality 96 Normal Size DPI setting 60 Hertz Screen Refresh Rate Video settings for the second device experiencing this problem: Laptop: Compaq nc6400 ATI Mobility Radeon X1300 Adapter 1024x600 pixels 32 bit color quality 96 Normal Size DPI setting 60 Hertz Screen Refresh Rate Any assistance would be greatly appreciated on this issue. The only display issues I have run into in the past is when users have Large Fonts enabled on their display settings. Both systems are using small fonts so I am at a loss as to what is causing this issue. Thank you for your time. (Embedded image moved to file: pic16439.gif)Countrywide James Van Sickle Remedy Developer II IT - Enterprise Change Config 972-696-5779 Office 1000 Coit Road 92-540- Internal Mail Stop: PCRD-2-78 214-399-1254 CellPlano, TX 75075 == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are attachment: pic16439.gif
Re: Positive Support Experience with BMC and their people in India
Gary You should definitely try and take an opportunity to get in touch with Manjul's manager to give him some praise over the phone. It might help encourage improved support when managers and their support staff see a strong positive result of being responsive and knowledgeable to issues we call about. I did this after a rep in the Singapore offices saved my bacon over a weekend in 2002 due a server crash. Our support contract did not require him to contact me, but he did and spent several hours helping me get both server, database, and Remedy back on-line. (Embedded image moved to file: pic11224.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com Opela, Gary L Contr OC-ALC/ITMA To [EMAIL PROTECTED] arslist@ARSLIST.ORG INKER.AF.MIL cc Sent by: Action Request SystemSubject discussion[ARSLIST] Positive Support list(ARSList)Experience with BMC and their [EMAIL PROTECTED] people in India ORG 09/28/2007 07:29 AM Please respond to [EMAIL PROTECTED] RG ** Hey all, I just wanted to pass along a positive support experience I’ve had with remedy’s support. I was working with the licensing team on obtaining new licenses, and they always were very prompt to respond to me. Unfortunately my system was down for a few hours, because the MAC that my ipconfig /all showed was not the MAC that remedy found (there were two MACs, but remedy was supposed to pull the first one listed, not the second), but they were prompt to send me the new license key shortly after they opened this morning. I worked with a gentleman named Manjul. Manjul, if you get this, good job, and good service. Thanks! Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 555 555 __20060125___This posting was submitted with HTML in it___ == Confidentiality Notice: The information contained in and transmitted with this communication is strictly confidential, is intended only for the use of the intended recipient, and is the property of Countrywide Financial Corporation or its affiliates and subsidiaries. If you are not the intended recipient, you are hereby notified that any use of the information contained in or transmitted with the communication or dissemination, distribution, or copying of this communication is strictly prohibited by law. If you have received this communication in error, please immediately return this communication to the sender and delete the original message and any copy of it in your possession. == attachment: pic11224.gif
Re: ARS Helping Out The Little Guy
Frank BMC does advertise Magic as their more cost-effective, low-end application for small to medium-sized businesses not able or eager to make the large investment required with ARS. That being said, however, I would like to stress that it would be better in the long run if the company spends at least 30 to 40k now in order to get on a base ARS system, and develop a small customized app to fit their initial needs until they can move to ITSM. I have found that once a company decides to go with an application, even for a short term solution, that application tends to stay around for much longer than originally intended. Money gets allocated to other projects, priorities change, and so forth. IMO, I believe they would be much better off to bite the bullet now rather than fight months or years later to get into a product that could even be more expensive later than it is now. Case in point, another company I worked with in the past had a subsidiary that was not happy with their ticketing system they used for their call center. They asked our dev team to put together a proposal for implementing a Remedy system for their call center. I mapped out costs to implement the system in server hardware, app licensing, and time. I also factored in costs for integrating Remedy with their financial applications, and time to build a custom application for their analysts. In the end, they did not want to spend the money required to convert over and use Remedy instead of their current app that was not fulfilling their need. It has been well over a year since that decision. They are still with their old application, and they are still very much unhappy with it. (Embedded image moved to file: pic07619.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com Carey Matthew Black [EMAIL PROTECTED] To COM arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: [ARSLIST] ARS Helping Out The [EMAIL PROTECTED] Little Guy ORG 09/28/2007 09:54 AM Please respond to [EMAIL PROTECTED] RG Frank, My suggestions would be the following: 1) Buy the server, and the User license, but not the application. Build to need with internal efforts. If that is to expensive... 2) Contact BMC and get it in writing that buying Magic now could save them money later when they are ready to upgrade to ARS.(If such a thing exists.) It might be a cheaper initial buy-in, but it will also likely cost you more (over all) then just starting with the base ARS server. I would also push to explore the upgrade features from Magic to ITSM Service Desk. (If such a thing exists.) 3) Fix the open sourced solution with the money they would have spent on ARS. I am sure there are consultants out there in the Open Sourced universe that would love to help with such an effort. It might be as simple as buying bigger hardware, or as complex as moving the project from MYSQL to Oracle/MSSQL. But that is my two cents. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/28/07, Frank Caruso [EMAIL PROTECTED] wrote: ** I am working with a client who is looking to move off of their open source CRM application. They have some users who are pushing the company to purchase Remedy but the the expense of the Remedy products is an issue. They have looked at the ITSM suite and feel that in a few years they would need all of the functionality
Re: Incident Problem...Separate Purchases?
Norm I can't speak to the SRM as I have not worked with it yet. I do have to disagree that the ITSM Requester Console is practically useless. The console is certainly not the console to end all consoles, but it does make a good starting point as an interface for Joe User into Remedy. Like anything in Remedy, it's true value is determined in how much your own users interact with Remedy. If Requesters are only creating basic tickets, viewing their own tickets, completing surveys, looking for announcement bulletins, and maybe reading a FAQ or two, then the Requester Console can work pretty well. If you need something a bit more complicated, then you are probably better off either designing your own or maybe looking into SRM. Just my two cents on the matter.. (Embedded image moved to file: pic25678.gif)Countrywide James Van Sickle Remedy Developer IT - Remedy Development http://www.countrywide.com Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To N.AF.MIL arslist@ARSLIST.ORG Sent by: Action cc Request System discussionSubject list(ARSList)Re: [ARSLIST] Incident [EMAIL PROTECTED] Problem...Separate Purchases? ORG 09/27/2007 08:22 AM Please respond to [EMAIL PROTECTED] RG John, you said the Requester Console is practically useless. Would you mind expounding on that a bit? I'm trying to assemble as much independent product info that I can from people using/configuring them. I asked this question yesterday, and I'm addressing this to the entire list, but didn't get much response--what does SRM deliver that the Requester Console does not? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Wednesday, September 26, 2007 7:23 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Problem...Separate Purchases? ** The requestor console is intended to be a light weight free front end to incident and change so that users can submit ticket and query for results with out needing an app license. That said, it is practically useless, unless that is all you want or need. Incident and Problem are bundled together under the service desk banner. John - Original Message From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, September 26, 2007 2:55:36 PM Subject: Re: Incident Problem...Separate Purchases? Thanks... You know, I've seen the Requester Console, and to me it doesn't look like it's intended to be used by an end user (customer). Am I right? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Wednesday, September 26, 2007 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Problem...Separate Purchases? The Requester Console can be used with just a read license. The user will have access to Approval Central and Requester Console form the Home Page. They will be able to submit Change and Incident request. They can also view their submitted request. Don Date: Wed, 26 Sep 2007 13:14:05 -0500 From: [EMAIL PROTECTED] Subject: Re: Incident Problem...Separate Purchases? To: arslist@ARSLIST.ORG Is David correct? Can the Requester Console *not* be used with just Read licenses? Do you need write licenses (i.e., purchased) licenses to access it? So is SRM the product intended to be used by end users (customers) to submit tickets? And I've heard from others that Problem and Incident are licensed separately. If they're bundled into Service Desk, why are they licensed separately? -Original
Re: Need a way to measure the duration of pending status without SLM.
DJHuang
You should be able to track it by adding a Date/Time field to the
form and a Filter with a Set Fields action. The Filter would have a run if
of ('DB.Status' = Pending AND 'Status' != 'DB.Status'), and the Set
Fields would enter $TIMESTAMP$ into the newly created Date/Time field. You
can then run your report off the Status History for Pending Time against
the newly created Date/Time field.
(Embedded image moved to file: pic21126.gif)Countrywide
James Van Sickle
Remedy Developer
IT - Remedy Development
http://www.countrywide.com
DJHuang
[EMAIL PROTECTED]
M To
Sent by: Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)Subject
[EMAIL PROTECTED] [ARSLIST] Need a way to measure the
ORG duration of pending status without
SLM.
09/27/2007 10:20
AM
Please respond to
[EMAIL PROTECTED]
RG
** Hi Listers,
I would like to find a way to measure or calculate
how long the incident ticket stayed under status Pending.
AFAIK, there's only a time stamp when a ticket enters pending,
such as Status History.Pending.Time but not for exiting pending.
I've managed to calculate how long it took from New to Resolved
for resolution time but still need to remove the pending duration.
Is there anyone could kindly give me a hint or a approach how to
do it?
Thanks.
DJHuang
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Position: Remedy Developer (Yonkers, NY)
My present (and soon to be former) employ Fellow Remedy Developers My present (and soon to be former) employer, Emerging Health IT (EHIT), is looking for a Remedy Developer to fill my soon-to-be vacant position. EHIT is a subsidiary of Montefiore Medical Center, and outsources Healthcare IT services to other hospitals and medical centers. You would be working with the latest Remedy ITSM applications as well as several customized workflow applications build in-house. The company is extremely stable and has some exceptional benefits. If anyone is interested in the position, please contact the following: Scott Kalish EHIT Recruiter 914-457-6521 [EMAIL PROTECTED] Here is some notes regarding the requirements and preferred skills for the position. === Remedy Developer Location: Yonkers, NY Essential Duties and Responsibilities: Responsible for the effective development and system administration of Remedy Action Request System (ARS) and their related support services. This includes design, develop, test, install, upgrade, implement, document, train, and support of Remedy ARS and ITSM applications. Work with team of two additional Remedy Developers to administer and further enhance existing system. Heavy involvement required for large scale upgrade/implementation projects as well as third-party system integrations. Required Skills: • Minimum 3 to 5 years Remedy Development and Administration experience. • Experience developing custom AR applications and ITSM/CMDB applications. • Bachelor's degree in Computer Science or related discipline; or equivalent experience • Familiarity with Remedy ARS, ITSM, Mid-Tier, and Migrator versions 6.03 and later versions. • Strong interpersonal skills with ability to work effectively and efficiently with Remedy Development Team, customers, support groups, and all levels of management. • Strong analytical and troubleshooting skills • Organized, detail-orientated, self-starter Preferred Skills: • Experience with ITSM: Service Desk, Change, Asset, and Service Level Management • Experience with BMC Atrium CMDB 2.0 a plus • Knowledge of ITIL Framework and best practices • Knowledge of Microsoft SQL Server 2000 and later versions • Knowledge of Crystal Enterprise and Reports Professional • Familiarity with integrating Remedy with third-party applications and databases, such as HP Openview, CA Clarity, SAP, and other SQL-based databases === I hate to leave the company, but I need to be closer to my family back in Texas. If you are interested in the position, email Scott so he can talk in more detail about benefits and salary. Good everyone, and thank you for your time. James Van Sickle Senior Remedy Developer Emerging Health IT, Inc. Email: [EMAIL PROTECTED] Phone: 914-378-6674 Ready for the edge of your seat? Check out tonight's top picks on Yahoo! TV. http://tv.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Fields in Remedy Admin and Database not consistent
Fellow ARSListers I have an interesting problem that I would like to get some advice on. I had to do an installation of Approval Server on the second server that is part of a Server Group. The installation went through without any errors, but appears to have screwed up the APW:Approval Central form. The installation reloaded several fields that had been previously deleted as this form was customized to our current environment. Normally, I would just re-delete these fields since all the other fields were untouched, but this is where the problem comes in. In Remedy User (v 6.03), the form loads with both customized and newly added fields displaying. There are 27 errant fields in total. In Remedy Admin (v 6.03), these errant fields do not show up, and I cannot locate any reference to them in any view. As far as Remedy Admin is concerned, these 27 fields do not appear to exist. I did an export of the form, and confirmed that these errant fields do not show up in the DEF file. Based on a conversation and recommendation from Remedy Support, I deleted all fields from the Approval Central form that I could see in Remedy Admin. I then went into the SQL database (Microsoft SQL Server), and deleted references in the field and related field tables pointing to the errant fields for this Approval Central form. When I open the form in Remedy Admin, the Display-Only form has no fields within. When I open the form in Remedy User, all the 27 errant fields display without any problem. According to the SQL database, there are no fields associated to this schema under the field table. In an attempt to start from scratch, I tried to delete the APW:Approval Central form and workflow so I could just re-import from a backup DEF file that I have. During the deletion process I got error message 8804 Specified container does not exist. When I attempted to re-import the form and workflow with the replace objects option checked, I received the same error message. When I went back to look at the form in Remedy Admin, I could only find 3 Active Link objects related to the form. When I checked the SQL database, I showed 39 Active Link objects related to the form. Rather than make this problem worse, I figured it would be best to stop and get a second opinion from the Remedy Community rather than speaking with Remedy Support again. I would appreciate any advice anyone can provide on this issue. Thank you for your time. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Who's in charge of support at BMC? (U)
We used to have problems with sales reps several years ago during and shortly after the Peregrine/BMC transition, but our current and previous account representatives have been absolutely outstanding. We are currently assigned to Rick Finkle, and were previously with Lance Haile. Both have helped us resolve outstanding issues that we had with licensing and purchasing new products/licenses. As for the Remedy Support, I have to say that send me the log (or DEF) files has been the mantra ever since I began working with support nearly 7 years ago. There is a limited amount they can fix without knowing what else is going on in the background. That's like calling a mechanic, telling him your car is constantly overheating, and expecting the guy to fix the problem over the phone. At some point, he will need to physically look inside the engine, which is what logs and DEF files are to Remedy Support. I have had my share of support calls with the technician who insists on going through the script on a dozen things I have already checked. Playing devil's advocate though, the Remedy Support staff have no idea who I or any other caller actually is. They don't know whether we are senior Remedy Developers who can design forms and workflow in our sleep, or some schmuck on the Help Desk who was given the manuals 10 minutes ago and told Read this, and have our new Help Desk system ready for implementation in two weeks. We may know some of the more senior techs who also know us, but they are not the front-line support people taking all of the calls that come in everyday. If you have a problem with Remedy Support, I highly recommend you call up their support line and ask to speak with a manager. If they don't help you or seem indifferent, then go to that person's manager. Eventually, you are either going to get the help you are looking for, or be talking to CEO Robert Beauchamp himself. Good luck, -James - Original Message From: Rick Cook [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, March 15, 2007 12:55:42 PM Subject: Re: [ARSLIST] Who's in charge of support at BMC? (U) I bet if I took a show of hands as to who was happy with Remedy engineering and support right now, it would be a small minority - no surprise there. Would it also be a minority of those who could say their BMC sales rep is either unknown to them or ineffective in serving them? Houston - YOU have a problem. For details, see your closest mirror. Rick TV dinner still cooling? Check out Tonight's Picks on Yahoo! TV. http://tv.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: How much RAM for v7?
Out-of-the-box recommendations for ITSM 7 is 4 Gb of RAM. Al James Out-of-the-box recommendations for ITSM 7 is 4 Gb of RAM. Although this can easily change depending on how many users are using Remedy, and depending on if you are running everything (database, application, and Mid-Tier) on a single server or have the system broken out across multiple boxes. -James - Original Message From: James Pifer [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, January 17, 2007 10:36:55 AM Subject: [ARSLIST] How much RAM for v7? I'm putting together a new server to install(upgrade to) v7. My current server is running Win2K and has 3 GB of RAM. If I look at available memory there's 2 GB of physical memory available. The current server is ARS 6.x/Helpdesk 4.03 and running MidTier on IIS. Our database is Oracle but located on another server. With the new server I'm also switching to linux and besides Helpdesk, it will also run MidTier. I was thinking about getting 4GB of RAM, but looking at my current box that looks like over kill. Thoughts? Thanks, James ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Be a PS3 game guru. Get your game face on with the latest PS3 news and previews at Yahoo! Games. http://videogames.yahoo.com/platform?platform=120121 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Converting Remedy Datetime for SQL Query
Fellow ARSList Members I need to convert the Epoch time format that Remedy stores its datetime data into a more readable format for an SQL query. According to an older KB article I have from Remedy, Remedy recommends using DATEADD(day, h.Cinsert field id-2440588, '01/01/1970') to format what they store as 1161641694 into 10/23/2006 6:14:54 PM. The article also claims I have to add h.Cinsert field id IS NOT NULL and h.Cinsert field id 2440590 to the where statement of the query. The following is the SQL query I am running based on the KB article. select h.C1 as Case ID, DATEADD(day, h.C3-2440588, '01/01/1970') as Arrival Time, from T87 h where h.C1 = 'HD367848' and h.C3 IS NOT NULL and h.C3 2440590 When I use this query, my Microsoft SQL Server 2000 returns Adding a value to a 'datetime' column caused overflow. Does anyone have the correct string to use in a SQL query to convert the returned date/time values into readable date/time format. I would appreciate any assistance you can give on this, and thank you for you time regarding this question. James Van Sickle ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Integration with CA Clarity
Fellow ARSList Members My company is looking to integrate our Remedy system with CA's Clarity application. Based on what I have read from Clarity's Integration Guide, it appears that using Web Services would be the best method. I am curious if anyone else has successfully integrated these two applications, and if this is the track taken in doing so. I seem to remember another list member posting a similar topic about this a few months ago, but I cannot find any references to the matter in the list archives. I would greatly appreciate any information or advice anyone can provide on linking these two apps. Thank you for your time regarding this question. James Van Sickle ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Support Site - STILL broken
** Rick I submitted a ticket about all the issues I am having with the new support website on Friday. I came in to work today to find an email in my Inbox. The support rep who looked at my ticket only stated that he had passed my issues on to management, and opened an internal customer service ticket to deal with the problems I outlined in the email. I am not sure who "management" entails exactly, but have not heard anything more on my issues. Good luck. -James - Original Message From: Rick cook [EMAIL PROTECTED]To: arslist@ARSLIST.ORGSent: Monday, October 23, 2006 5:23:24 PMSubject: Remedy Support Site - STILL broken** Still broken, and no word (that I've heard, anyway) from BMC/Remedy on what they're doing about it or an ETA for a fix. I've had tickets open for up to a week now (related to the broken support site) that have not been addressed, and the issues reportedare impacting my ability to perform work for my customer. I know I'm not the only one being impacted by this unprecedented incompetence on BMC's part. What makes it worse is the feeling of being ignored. Has anyone even heard anything from a sales rep attempting to placate the masses? I haven't. Any announcement on the Support or front page? Nope. Where's the leadership from BMC in all this? Not where they need to be, that's for sure. Someone at BMC/Remedy want to address those issues with this group? (Hint: NOW would be a good time). Rick Cook Cook Enterprises 253-278-4112__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
