Re: AR System Searches Preferences

[Janie Sprenger]

When you say you copied all the data, how did you copy the data from 7.6 to
9?  Did you copy the tables in the DB, or use some kind of export/import
process?

The answer to your question, is yes you have to update the server reference
in the data you copied.



On Wed, Dec 9, 2015 at 1:33 PM, SUBSCRIBE arslist Anonymous <
remedyiss...@gmail.com> wrote:

> Hello,
>
> We upgraded remedy and copied all the data from version 7.6 to 9.0.01.
> Form 'AR System Searches Preferences' have a server name field that still
> points to 7.6. Do I need to update all the records in this form to point to
> v9.0.1? What is the use of this form?
>
> Thanks!
>
>
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Re: Reconciliation job not updating the exisitng CI's.

[Janie Sprenger]

If you have relationships between those CIs, they will identify first and
that may result in "unexpected" results.
Also keep in mind that if you have an ID rule and that ID rule doesn't meet
all the criteria in the rule, it's not going to find a match.  So if your
rule has Tag and SN, and only SN matches, ID moves to the next rule...

Janie

On Thu, Dec 3, 2015 at 5:06 AM, Danny Kellett <
dkell...@javasystemsolutions.com> wrote:

> Hi Abhi
>
> The best thing to do is create one record to play with and enable the
> recon + API + sql log and see why the identification job didn't find it in
> the dest source
> Regards
> Danny
>
> > On 3 Dec 2015, at 12:58, Abhishek Anand  wrote:
> >
> > Hi Experts,
> >
> >
> >
> > This is a data load import for  where we are importing delta’s
> (changes to existing CIs). The data was imported fine but when
> Reconciliation ran, instead of updating the existing record, it has created
> new ones even though key information such as serial number were the same.
> >
> > We can see no reason why these weren’t update over the existing CIs.
> >
> >
> >
> > Early response ill be highly appreciated.
> >
> >
> >
> > Cheers,
> >
> > Abhi.
> >
> >
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>
>
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Re: Figure out current CMDB version

[Janie Sprenger]

In Atrium Core Console, upper right hand corner there is an About button,
that will tell you the Atrium Core version.

Janie

On Thu, Oct 22, 2015 at 2:20 PM, Carl Wilson  wrote:

> **
>
> Hi,
>
> The SHARE:Application_Properties form will tell you what version is
> installed.
>
> Sort by Property Value and look for "Atrium CMDB" for the values.
>
>
>
> Cheers.
>
>
> --
>
>
>
> Kind Regards,
>
>
>
> *Carl Wilson*
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jared Fields
> *Sent:* 22 October 2015 18:32
> *To:* arslist@ARSLIST.ORG
> *Subject:* Figure out current CMDB version
>
>
>
> **
>
> Hey guys,
>
>
>
> I feel like an asshole for asking this, but can anyone tell me how to
> figure out what version of the BMC CMDB that I'm running? Is it under the
> Atrium Core tab in Remedy? Or can I find out from ADDM?
>
>
>
> We are On Demand, so I don't think I can just pop into the server and
> check.
>
>
>
> Thanks,
>
> Jared
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Computers and IP/MAC Address Relationships

[Janie Sprenger]

Does anyone manage data for Computer CIs and relationships to IPs or MAC
Addresses in AM/CMDB?  Of Particular interest is whether you do this
through discovery, flat file imports, or if your users are doing it
manually in the tool.

I have a customer who reuses IPs and MACs - after one computer dies or goes
in for repair, they take the Network Card from the old computer and put it
in the replacement computer.  Sometimes they just configure the network
settings with the original IP and MAC addresses.  They don't experience
network issues and they do this because of certain requirements particular
to their environment.

They use the Hosted Access Point relationship type in the CMDB to describe
the relationship between the Computer and Address, and they mainly report
the swap of Addresses between computers in a spreadsheet to
the Configuration management team after it happens.

None of that is really an issue, so to speak.  What does seem to be odd
though is how cardinal (Hosted Access Point) relationships have to be
processed in Remedy.

Mainly you have to:
1)  Import the relationships that need to be removed first,
2) Run Recon Identification and Merge
3) Purge the relationships that are Marked As Deleted = Yes,
4) Run another import that imports the new Computer to Address relationships
5) Turn around and run another Recon Identification and Merge.

Non-cardinal relationships are mainly handled through steps 1 & 2.  Not
handling cardinal relationships by using steps 1-5 leads to a mess of data
that is tedious to clean up and you still don't end up with the right data
until you do all 5 steps.

So my question is for anyone out there who might have gone through this, is
this what you're doing?  Have you found other ways to speed up the time
involved with processing this kind of data?   I personally think there are
other ways for BMC to process cardinal relationships, but they are
unwilling to look at it without an IDEA and enough interest - so... any
interest or feedback?

Thanks,
Janie

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Re: Query about UDM:ExecutionInstance

[Janie Sprenger]

>From UDM:Config in conjunction with UDM:Execution

Push a Create Execution Instance operation to UDM:Execution, that creates
the UDM:Execution Instance record.  Picks up the server name from UDM:Config



On Wed, Jun 24, 2015 at 12:56 PM, babajan baig 
wrote:

> **
>
> Hello Team,
>
>
>
> Can anybody tell from where the Atrium Integrator Engine Server Name will
> gets picked up in UDM:Execution Instance?
>
>
>
> Regards,
>
> -Babajan.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: CI Question

[Janie Sprenger]

You could use the Document class for the Scripts.  Use a Product Category
Tier 1,2,3 to differentiate different kinds of documentation.

Janie

On Fri, Jun 19, 2015 at 9:38 AM, Hennigan, Sandra, CTR, DSS <
sandra.hennigan@dss.mil> wrote:

> All,
>
> My customer manages multiple programs which are hosted applications. The
> developers are required to document changes - code, scripts, etc. The
> customer wants to create a CI for each hosted application, a CRQ for each
> change, a CI to document to new code/script and relate the changes.
>
> The Hosted application will be added as a CI.
> Each  new code/script will be a CI.
>
> The question is, which CI form records the hosted application and which CI
> form records the new script? Example: ITSM is a BMC_PRODUCT CI.
>
> There are several rabbit holes we can go down so , truly, your opinion
> based on experience is welcome.
>
> Thank you,
>
> Sandra
>
>
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Re: 8.1.0 Asset Management, changing status to In Inventory

[Janie Sprenger]

This function is not configurable.  Disabling Workflow is the only way that
I know of to stop the Inventory Location prompts and Inventory Transaction
counting.

Janie

On Fri, May 1, 2015 at 10:48 AM, Rick Phillips  wrote:

> **
> Hi,
>
> My customer is not (presently) concerned with updating the location when a
> CI changes status to *In Inventory*, and would like me to disable the
> workflow that prompts them for location info.  I realize that there are
> backend forms that are populated with that data, but, again, they are not
> presently concerned with the missing data, and need a way to quickly change
> the status to *In Inventory *on dozens or hundreds of CI's in a single
> operation.
>
> Is there any way to do this without disabling workflow (and doing without
> the location data)?
>
> This process appears to have both A/L's and filters enforcing it, so
> simply importing the status change doesn't work.
>
> Thanks,
>
> Rick
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM Asset Management - Status Values

[Janie Sprenger]

In that case, no - there isn't a configuration form for editing CMDB Status
values that I have ever seen.


On Wed, Jan 21, 2015 at 12:18 PM, Ray Gellenbeck <
ray.gellenb...@redmangollc.com> wrote:

> Yes, but that form is not related to editing the Status values, that's
> just another one of the sub-forms I mentioned.  That form's Status field is
> also ID7 and is also direct-entry values.
>
> The question still remains if there is a function in ITSM for editing
> Asset Status similar to how you can edit some menus in IM and CM.  I doubt
> there is but wanted to ask the group.
>
> Thanks for the reply!
>
>
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Re: ITSM Asset Management - Status Values

[Janie Sprenger]

I get asked this question a lot too.  Sometimes it comes down to
understanding what lifecycle event they are trying to capture with the
Status field so you can tell them what Status to use.

I relate every Status value to a lifecycle event that happens to a
CI/Asset.  Generally speaking, once they see that in conjunction with
utilizing Status Reason codes, it resolves the need for adding Status
values.

Some industries (like the government sectors) use different words to
describe the Status at a particular junction, so that can be a challenge
and then sometimes people don't understand that the Status belongs to the
Lifecycle of the thing - they might think it's the status of support or the
status of the master part, etc.

IMO, most of the time this question is just an education gap between
process and the tool.

Janie

On Wed, Jan 21, 2015 at 12:15 PM, Ray Gellenbeck <
ray.gellenb...@redmangollc.com> wrote:

> Thanks to both of you and I agree 100% Rick.  The client has been strongly
> warned against this but I wanted to have my Plan B ready in case they
> ignore counsel.  We'll see what they decide.
>
>
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Re: ITSM Asset Management - Status Values

[Janie Sprenger]

The form AST:Attributes works in conjunction with AST and CMDB.  Field ID 7
looks like the status field but you'll probably find your Status field on
the AST:Attributes form in 8.1

On Wed, Jan 21, 2015 at 12:02 PM, Ray Gellenbeck <
ray.gellenb...@redmangollc.com> wrote:

> A client wants to add more Status values to the Asset record form
> (ITSM/ARS 8.1.01).  I advised against the "technical debt" such a
> customization would carry, but worse, it appears that the Status field on
> the Asset form doesn't reference a menu, they are using the old Field ID7
> with manually-entered ordinal values on the form, and the same situation on
> all the supporting sub-forms such as AST:ConfigOutage.
>
> This tells me one of two things, as a custom-builder who avoids chopping
> on ITSM unless my nose is forced in it...
>
> 1.  Edits will break workflow, hence there is no customer-friendly way of
> doing it.
> 2.  There is a function I'm overlooking somewhere that will make the edits
> to all forms automatically if you use it.
>
> Any answers from the ITSM-savvy crowd?
>
>
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>

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Re: Need Suggestion

[Janie Sprenger]

My understanding of what you just said is that the FMS Incidents aren't
going to be handled by people unless the SLA is breached; in which case
there is an escalation of sorts that means someone has to do something with
that Incident because the alarm hasn't cleared and there's actual work to
do.  So that also means that any FMS Incidents that are created but don't
alarm would need to mainly be closed by the system so they don't linger in
an open state.  I assume your customer has SLAs that have to be met, is
volume of Incidents included in their reporting - if so, it's something to
consider.

Maybe start putting some factual statements behind your hesitation.  For
example, what's the growth rate on the DB and can that be managed
automatically, what's the method of import - how long does it take to
import a record, update the record, other processing factors (such as
Remedy internal processing, like workflow processing and escalations), how
long does the system take to process an SLA breech?  Do you have enough AR
Servers, import servers?   Will there be an archive of data?  Sometimes a
factual accounting of considerations leads to financial impact that the
customer maybe didn't expect, like adding 12 servers to process the volume
of data or maybe it resolves the hesitation into something that can't be
done to something that can.

But, I do think that legitimate faults in the environment make for
legitimate Incidents.  BMC also has products for managing system events;
generally speaking, faults are isolated and filtered in the FMS and then
mainly legitimate Incidents get created.  It might be worth talking with
some of your counterparts to discuss some of the methodologies that collect
and filter those events in BMC's products so you can apply that conceptual
knowledge.   And, if the customer is really bent on using Remedy instead of
FMS configuration, perhaps a staging area for processing Faults and Alarms
(like what an FMS would do) is worth the design and build to keep 90% of
the non-Incident Alarms out of Incident Management.

Janie


On Tue, Jan 20, 2015 at 10:08 AM, Saraswat, Praveen 
wrote:

> **
>
> Hi Janie,
>
>
>
> Customer has one of worlds largest passive support for Telcos due to which
> the volume of alarms from different EMSs is high. Actual need was to notify
> the stakeholders through SMS before it qualified to be converted to an
> Incident and follow a set escalation matrix in case Alarm is not able to
> clear itself from EMS systems.
>
> You are right in your understanding that Customer is trying to solve a
> problem which the FMS(Alarm System) owner has declined to do due to various
> reasons.
>
>
>
> There is a lot of processing done to get appropriate information for SMS
> ,before it goes from Remedy System to the SMS gateway.
>
>
>
> Yes, the volume of the Alarms to be converted to Incidents( only incidents
> will be created from Alarms) is high and the Customer is least bothered
> about handling of these tickets. He just wants to trigger Escalation(SLA
> breach) SMS if the Alarm is not automatically cleared.
>
>
>
> In addition to the above type of tickets. Remedy system is supposed to
> handle approx 70k tickets per day , which will be assigned to the
> appropriate groups and it needs to be worked upon by ground staff using a
> Mobile App. These tickets(Incidents/Change/Problem) also have their own
> processing and automation before it hits the database.SMS flows for these
> type of tickets as well.
>
>
>
> We have already implemented this for 70k tickets per day, but the new
> volume of Alarms makes me little hesitant to commit to the Customer. Also I
> don’t want to make the Remedy System as a SMS dispatcher tool instead of
> its core functionalities of ticket tracking and service management.
>
>
>
> I really appreciate your thoughts and opinion. Thanks
>
>
>
> Regards,
>
> Praveen
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Janie Sprenger
> *Sent:* 20 January 2015 22:24
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need Suggestion
>
>
>
> **
>
> Are you in disagreement because you don't think Remedy can handle the
> volume or the volume won't be appropriately handled by personnel once it's
> in Remedy?
>
> Some additional things to think about are:
>
> By ticket, do you mean Incident or Change Request or Task or Work Order or
> something custom, by escalations do you mean related transaction records?
>
> Are all of the tickets that get generated supposed to end up being handled
> manually by people?
>
> Is there more processing and automation that occurs once the ticket is
> generated in Remedy?
>
> Is 

Re: Need Suggestion

[Janie Sprenger]

Are you in disagreement because you don't think Remedy can handle the
volume or the volume won't be appropriately handled by personnel once it's
in Remedy?
Some additional things to think about are:
By ticket, do you mean Incident or Change Request or Task or Work Order or
something custom, by escalations do you mean related transaction records?
Are all of the tickets that get generated supposed to end up being handled
manually by people?
Is there more processing and automation that occurs once the ticket is
generated in Remedy?
Is the process flow escalation intended to be more than a historical audit
record of the event?

Obviously, the volume is really high and it's hard to think of any
companies that can manually handle that kind of volume on a daily basis so
that means there is more to the story.
IMO, Here's the thing to keep in mind, the customer is trying to solve a
problem.  They are attempting to use Remedy to solve that problem, which is
good so you don't want to deter from them from what Remedy can and should
be doing.  But you also need to help to find a solution for the actual
issue at hand because if they really have 3.5 to 9.5 million daily faults
occurring in their environment, then they really do have a problem they
have to sort out. Perhaps it's a matter of getting a handle on what is
faulting, maybe SMS or FMS is or isn't configured correctly, maybe the
faults are warnings and some are faults that need to be addressed.  Maybe
there is something to be aware of other than just processing millions of
individual tickets into a 1 to 1 mapping between the fault and the ticket.

My suggestion is to find out what the end goal is for the data that goes
into Remedy, regardless of the volume and see where that takes you with
whether or not Remedy can assist with solving the customer's problem.

HTH,
Janie

On Tue, Jan 20, 2015 at 3:25 AM, Saraswat, Praveen 
wrote:

> **
>
> Hi All,
>
>
>
> I have below requirement from one of the Customer. Wanted to check if
> anyone has done this before for such volume.
>
>
>
> Requirement – Customer wants to send SMS to the stakeholders for any
> escalations on the tickets generated from Alarm (Fault Management System).
>
> Volume of tickets to be generated from Alarms – 3.5 million per day on day
> 1. Eventually the count to increase to 9.5 million per day.
>
> For any given ticket,2 to 3 SMS to flow from the system as part of the
> escalation matrix.
>
> Is remedy system the right place to handle SMS flow of this volume?
>
>
>
> I am in disagreement to use the Remedy System as SMS dispatcher for such a
> large volume of tickets.
>
> What are your thoughts on this? Any suggestions?
>
>
>
> Regards,
>
> Praveen
>
>
>
>
>
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Atrium Integrator and AROutput plugin

[Janie Sprenger]

Thanks Jean

The mapping part is fine and you are correct in stating that it has the
same look/feel/functionality as the Data Import Tool.  The records are
either creating or updating in Remedy as indicated in the Transformation
mapping and that works swimmingly well.

What I'm trying to find out is whether the execution results differentiate
between creation and update when using the AROutput plugin.
The Pentaho Spoon Guide states that the 'Updated' logging option records
the number of lines updated in the database.
In Remedy, the UDM transformation logging form contains a field for
Updated, the log settings in the transformation are mapped to the AROutput
step, but the Logging only sends information to the 'Output' log option
(lines written to the database or what I would guess is the equivalent of
Created) even when records are being updated only.

Are you running Pentaho Jobs in the AI Console?  And if so, does the
Records Updated value ever show more than 0 for you?

On Wed, Nov 5, 2014 at 11:32 PM, Jean-Louis Halleux 
wrote:

> Hello Janie,
>
> The AROutput plugin behaves exactly as the old Remedy Import Tool. It does
> a Merge action, which either creates or updates data. If you select the
> “Matching Request ID” option (which is done by default I guess), you must
> map the Request ID field in the output mapping. If you provide your own
> qualification to match the inserted data to the existing one, you are not
> obliged to do so.
> Be aware that when you import data in a join form (like the
> BMC.CORE:BMC_ComputerSystem form), you must map the Request ID (I have
> spent some hours trying to find why my mapping did not work, and my
> conclusion was that inserting data in a join only work when matching
> request ID).
>
> Best regards,
>
> Jean-Louis Halleux
> supp...@arsmarts.com
> Looking for a way to understand your ARS worklfow ? Go to
> http://mailtrack.me/tracking/raWzMz50paMkCGR1BGZjAGZ4ZmVzMKWjqzA2pzSaqaR9ZGRjZmpmAGt2Way2LKu2pG0mZGVkZmx4AGRjBt
>
> On 05 Nov 2014, at 19:41, Janie Sprenger  wrote:
>
> > **
> > Has anyone worked with the AROutput plugin in Pentaho spoon/AI to know
> if the plugin will separate Transformation Run Detail results between
> Records Created and Records Updated when the output either creates or
> updates records in the DB?
> >
> > What I am observing is that the output is recording everything as
> 'Record Created' even when the Step is set to update matching IDs and is
> actually doing so.
> >
> > Wondering if others are seeing the same or have been able to configure
> something that allows for the differentiation in Run Details.
> >
> > ARS/Atrium Core/AI 8.1
> >
> >
> > Thanks,
> > Janie
> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
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Atrium Integrator and AROutput plugin

[Janie Sprenger]

Has anyone worked with the AROutput plugin in Pentaho spoon/AI to know if
the plugin will separate Transformation Run Detail results between Records
Created and Records Updated when the output either creates or updates
records in the DB?

What I am observing is that the output is recording everything as 'Record
Created' even when the Step is set to update matching IDs and is actually
doing so.

Wondering if others are seeing the same or have been able to configure
something that allows for the differentiation in Run Details.

ARS/Atrium Core/AI 8.1


Thanks,
Janie

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Re: CMDB Question - Application vs Software

[Janie Sprenger]

Also note that the Software class is an abstract class so that comes with
special considerations too.
The Atrium Core CDM Help html is helpful for finding out the structural
differences of classes in the CMDB.

It is also important to understand what you're trying to do with the
information though since certain classes are configured to be used with
different product features.  For instance, if you want to use licensing you
need to make sure you're using classes that the License feature looks at.
If you want to utilize some of the out of box features around understanding
installed OS's on Computer Systems then the data has to be loaded in the
correct classes to capitalize on that...


On Fri, Aug 15, 2014 at 12:25 PM, Patrick Swint 
wrote:

> We are using Application to call out software that is used in our business
> processes and services and Software for system components of that
> application. For example, you might have an SAP application that contains
> web (Apache Webserver), business logic (J2EE, ABAP), and database (Oracle)
> software components.
>
> From an architectural standpoint, there is also delineation in the CDM
> between the BMC_Application class and the BMC_Software class. They are in
> different superclasses so they inherit different attributes. You may have
> some attributes that are important to track in your software data that
> aren't in your application data. I think the Software class is more
> granular than the Application class.
>
> Patrick Swint | Tractor Supply Company
> CMDB Analyst
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
> Sent: Friday, August 15, 2014 1:46 PM
> To: arslist@ARSLIST.ORG
> Subject: CMDB Question - Application vs Software
>
> For those of you who are experts at setting up the CMDB I have a question.
>
> How do you differentiate between Application and Software.  If you do,
> why?  Also can you provide a few examples of what you consider an
> Application and what you consider Software.
>
> If you don't differentiate, why?
>
> I need some solid definitions from the practical CMDB world.  Google is
> just not cutting it.
>
> Thank You!
> Claire Sanford
>
>
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>
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Re: How is Asset Lifecycle used for AST:BulkInventory records?

[Janie Sprenger]

Rick,

sorry for the late reply.  I don't believe the Asset Lifecycle Status is
used with the Bulk Inventory form, although if you've found out contrary,
I'd like to know.  The In Inventory status is used in conjunction with
workflow on other Asset forms to launch the Inventory location dialog.  You
do have to watch for conflict with AR workflow that fires on the status
field regarding In Inventory.

Bulk Inventory, conceptually works differently than the rest of the CMDB in
that instead of tracking per Instance, you're tracking in Bulk - by
definition, bulk inventory that has a known location has a Quantity
attached to it that indicates it's viability of existence instead of the
status field that indicates it's lifecycle.  In all honesty, the Manage
Asset Inventory lifecycle, while still subject to an Asset Lifecycle,
doesn't really work the same in the tool as the other Instance type CIs.

Janie


On Wed, Jul 23, 2014 at 1:16 PM, Rick Westbrock 
wrote:

> **
>
> Hi all, we are using a custom application to interface with our CMDB (ARS
> 7.1.0, ITSM 7.0.3) including management of bulk inventory items. Since the
> AST:BulkInventory form does not expose the Asset Lifecycle Status field
> (which I will refer to as just Status from here on out) is anyone familiar
> with how that field might be used in workflow?
>
>
>
> We don't do requisitions or purchases via ITSM, we had been manually
> adding CI records via the CMDB interface up until recently. When doing so
> the BMC workflow sets the Status to Ordered and it will stay that way as
> long as that record exists. When I started importing bulk inventory assets
> into AST:BulkInventory via CSV files I was mapping Status = In Inventory.
>
>
>
> I am curious as to whether the ITSM code even looks at the Status value
> for bulk inventory assets so any input would be greatly appreciated. I am
> trying to use ARInside to suss out this information but thought that there
> might be a few experts in the audience who might have some valuable
> information to share.
>
>
>
>
>
> Thanks,
>
> Rick
>
> *_*
>
>
> *Rick Westbrock *AppOps Engineer | IT Department
> 24 Hour Fitness USA, Inc.
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Impact of renaming Sites in ITSM 7.6.04..

[Janie Sprenger]

We did this in 8.1 and opted to use SQL to do so.  We considered an Atrium
Integrator job and also the Data Wizard.  While the data wizard feature
allows you to rename one at a time, we had 140 sites that had to be updated
to include a translated site name in a foreign language.  We used a series
of SQL searches and Data Wizard investigations to find all the tables where
the site name was located, generally based on the field id.  We don't have
SRM installed and came up with 38 forms, 5 of which we actually had data in
them.  After we wrote and tested the scripts, we had some pretty basic
usability tests that we put into place, all of which passed when we tested
them.
hth,
Janie


On Mon, Aug 4, 2014 at 10:29 AM, Joe D'Souza  wrote:

> **
>
> Has anyone gone through the exercise of renaming Sites for whatever
> reasons? I would like a comprehensive list of forms (both foundation and
> other ITSM/CMDB application data) it has an impact on?
>
>
>
> I may not have to actually do it, but I see it as a possible solution to
> an automatic feed of new SIT:Site data that we have a requirement for to
> reconcile older Site Names to new ones that may be created now or in the
> future so a duplicate won’t occur.
>
>
>
> Joe
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Group emails slow

[Janie Sprenger]

Greg,

Do you notice the problem with a particular group or is it all groups?

Also, there are a couple of NTE:SYS-NT... forms- I think a Log form and of
course the Processing form, how many records are in the forms when it
starts to slow down?  Have you seen any change in the count of records on
that form after you restart ARS?  Also, I wonder if you are running into
indexing problems with all of the push fields that occur during this
processing event and just the sheer volume of records that end up in the
notification forms.

Janie

On Mon, Feb 24, 2014 at 8:03 AM, Greg Donalson  wrote:

> Schlumberger-Public
> 
> Hi all,
>
> I am wondering if anyone else has experienced the issues that I am seeing.
>  Group emails will fly out of the system with no issue for about 4 days,
> then on that 5th day, they start lagging and taking longer and longer to
> leave the system.  The form that I am looking at is the NTE:SYS-NT Process
> Control form.  So, I know that there are escalations around this form
> depending on if it is an individual email or a group email.  The individual
> ones will continue to go out at a fast pace, it is just the group emails
> that take longer.  I understand that it has to loop through a table with
> all of the people that are assigned to that group, but like I said in the
> first 4 days after a restart of the Remedy service, they go out at a fast
> pace.  Just to give you an idea, I have seen the group emails get 20-30
> minutes behind.  I am thinking this is more of an escalation issue as if I
> restart just the email service, it does not help any.  It does not matter
> if I restart the Remedy service on a Monday at 8am or a Thursday at 2pm,
> within 7 days, the group emails will be slow in going out.  Also during
> this time, we will see the CPU of this server go up to around 30% or above
> and stay there, where in the first 4 days it is between 10-20%.  I have
> relayed all of this to BMC and they have tons of logs (we have been working
> for 6 month on this 1 issue).  They have asked me to increase escalation
> thread, move the group escalations around, and move the escalations from
> one server to another.  None of this has helped at all.  I have asked for
> BMC to escalate the issue and the same person keeps calling me and says
> they are working with the escalated person - starting to have doubts about
> that.
>
> Here is our environment:
> ARS - 7.6.04 SP3
> ITSM (Incident, Change, and Asset) - 7.6.04 SP2
> Database - Oracle 11g - 64bit
> Application server - 2 Linux servers that are VMs that are in a server
> group
> MidTier - 3 servers - 7.6.04 SP4 with the March 4, 2013 Hotfix
>
>
>
>
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Re: FYI...SQL in Set Fields MUST begin with "SELECT"

[Janie Sprenger]

I think there are security requirements for web applications and one of the
requirements is to prevent SQL injection.  Not sure, but perhaps Remedy is
using something of this sort with the midtier.

I ran into something similar with iReports and Jaspersoft when I was
writing an SQL query only mine happened to be with setting a variable to
begin with instead of a Comment.  I could run the iReport in the tool but
not on the JasperSoft web client.

You can read more about it here.
http://community.jaspersoft.com/wiki/jaspersoft-security-changes-and-configuration

Janie

On Thu, Feb 20, 2014 at 11:59 AM, Charlie Lotridge wrote:

> **
> I use quite a lot of SQL in my workflow, yet somehow never discovered this
> one before.  It turns out that if you're using SQL to pull data back for a
> Set Fields action, it must begin with the SELECT keyword, or it won't
> return any results.
>
> For example, if you have a Set Fields with this SQL:
>
> *SELECT name*
> *FROM arschema*
>
> it'll work fine.  But if you insert a comment before it:
>
> *-- Comment*
> *SELECT name*
> *FROM arschema*
>
> or even
>
> */* Comment */ SELECT name*
> *FROM arschema*
>
> the Set Fields will operate as if "No Request Match" (i.e. it'll display
> the No Match error, or set the target fields to NULL, depending upon how
> you've got it configured).
>
> What's interesting here is that the SQL in these queries is syntactically
> correct and they're submitted to the database by ARS without any error.  If
> you submit the SQL manually (through SQL Plus or SQL Server Management
> Studio, etc), it works correctly and returns the expected data.
>  Apparently, though, Remedy doesn't know how to deal with it if it doesn't
> begin with the keyword SELECT.
>
> I only just discovered this because I was attempting to use a query
> containing a WITH clause in SQL Server to create a Common Table Expression
> to flatten out a recursive data structure.  Using the WITH clause, which
> MUST be first in the query (and can't be contained in a subquery) is the
> only way to do this in a single query.
>
> Of course, the work-around is to create a view containing the CTE, which
> is what I ultimately had to do.  It's just a less convenient solution.
>
> Anyway, just something interesting I just discovered.
>
> -charlie
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Clearing data (set to NULL) in Asset Management

[Janie Sprenger]

Not sure it's because you have the Sandbox enabled but it could be due to
having a matching Recon ID record in a 2nd dataset.

Not sure which fields you are running into but I noticed there's workflow
that sets the Status back to Deployed when I set the status to Delete in
the BMC.ASSET dataset from the Asset form when there is a secondary dataset
that contains a matching Recon ID to the record I'm working on.

I'm on 8.1 and don't remember this happening in prior versions, not saying
it didn't happen - I just don't remember running into it.

I've also noticed that when I use the DSM dataset to automatically create
relationships for searches in the Atrium Core (this auto creates CIs and
relationships in the DSM dataset), then I definitely run into this problem.

Maybe do a search on Base Element with the Recon ID and see how many
matches you have.

Janie



On Thu, Feb 20, 2014 at 10:37 AM, Danaceau, Chris
wrote:

> **
>
> Recently noticed that when we clear out data it does not stay that way.
> I'm suspecting this is because I've got the Sandbox Enabled ("Yes").  Am I
> really getting any benefit from this setting considering we do a fair
> amount of manual updates, especially to In House Applications, which are
> not discovered.   I'm suspecting the "Defer if NULL" setting in the
> standard precedence set is doing me in, here.
>
>
>
> --
>
> Thank You,
>
>
>
> Chris Danaceau
>
> FINRA
>
> 240-386-6728 (desk)
>
> 301-367-8949 (cell)
>
>
>
> Confidentiality Notice:  This email, including attachments, may include 
> non-public, proprietary, confidential or legally privileged information.  If 
> you are not an intended recipient or an authorized agent of an intended 
> recipient, you are hereby notified that any dissemination, distribution or 
> copying of the information contained in or transmitted with this e-mail is 
> unauthorized and strictly prohibited.  If you have received this email in 
> error, please notify the sender by replying to this message and permanently 
> delete this e-mail, its attachments, and any copies of it immediately.  You 
> should not retain, copy or use this e-mail or any attachment for any purpose, 
> nor disclose all or any part of the contents to any other person. Thank you
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>

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Re: licenses question (minimum install) ITSM

[Janie Sprenger]

Misi,

Where is this information coming from?  I have a new install of ARS 8.1
with ITSM, but I show +3 licenses in AR System Server and in my user form
when I change a user to a Fixed license, I'm provided the number of total
ARS Fixed licenses, which is +3 of the number I have designated in the
License form.

Thanks,
Janie

On Tue, Feb 18, 2014 at 2:55 PM, Misi Mladoniczky  wrote:

> Hi,
>
> You are not even allowed to use the 3 Fixed licenses. These show in the
> system
> for historic reasons, and everyone that is not on the old legacy licensing
> mode will not be allowed to make use of them, i.e. not assign them to
> anyone.
>
> This is probably something we should add to our license FAQ:
> https://rrr.se/cgi/index?pg=faq
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > Patrick,
> > The only 'free' licenses that I'm aware of are the 3 Fixed User licenses
> > you get with the Remedy Server, I believe everything else needs to be
> > purchased.
> >
> >
> > On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi 
> wrote:
> >
> >> **
> >> So we bought ITSM but the install instructions say you need (20 licenses
> >> for each module).
> >> Does that mean that purchasing ITSM you get free 20 licenses?  This must
> >> have been covered before...
> >>
> >> Any where would that information be published.
> >>
> >> --
> >> Patrick Zandi
> >> _ARSlist: "Where the Answers Are" and have been for 20 years_
> >
> >
> ___
> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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> >
>
>
> ___
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Re: licenses question (minimum install) ITSM

[Janie Sprenger]

After you set the AR Server license (whether temp or permanent), you can
set the Application licenses and then the AR and Application user
licenses.  You don't need keys for the Application licenses or the
Application User Licenses.  I do believe that if BMC were going to audit
you, they would audit these numbers though.

There are people profiles that get loaded during the installation, they use
the application licenses (floating I think).  If you don't have App and App
User licenses applied, the installer errors out.

HTH
Janie

On Tue, Feb 18, 2014 at 2:00 PM, Jason Miller wrote:

> **
> That is the way I understand it too.  I think you need that many license
> if you are installing the sample data.  I don't believe it is an issue to
> set the server with 20 license across the board, instal and then reduce the
> count to what you are actually entitled to (may want to double check with
> your account manager).
>
> Jason
>
>
> On Tue, Feb 18, 2014 at 1:00 PM, LJ LongWing wrote:
>
>> **
>> Patrick,
>> The only 'free' licenses that I'm aware of are the 3 Fixed User licenses
>> you get with the Remedy Server, I believe everything else needs to be
>> purchased.
>>
>>
>> On Tue, Feb 18, 2014 at 1:56 PM, patrick zandi wrote:
>>
>>> **
>>> So we bought ITSM but the install instructions say you need (20 licenses
>>> for each module).
>>> Does that mean that purchasing ITSM you get free 20 licenses?  This must
>>> have been covered before...
>>>
>>> Any where would that information be published.
>>>
>>> --
>>> Patrick Zandi
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: RKM Idea on BMC Communities

[Janie Sprenger]

We're implementing a custom article template that uses a DVF to render
attachments on the Article content screen in 8.1.  Mainly this works with
PDFs because other documents don't render in browser windows anymore -
although, you will be prompted to download the attachment.

I'm not sure how well this will really work out in production but
conceptually, if your documents are in PDF the solution works well.

We've had a hard time with moving MS Word content into the Article Content
fields, even though the fields render HTML, the content changes and images
tend to be extremely difficult to import because of the attachment
concept.

Janie

On Tue, Feb 18, 2014 at 11:18 AM, Nathan Aker wrote:

> **
>
> Honestly, we have faced abysmal adoption of RKM for this and a long list
> of other UI/Usability issues with the tool that have prevented us from
> driving adequate adoption.  Despite success with other modules/processes
> we're still in a siloed realm for knowledge management where the various
> teams continue to use their own solutions (sharepoint, word docs, forum
> tools, etc.).   We're on RKM 7.6.04 so not sure if 8.x is any better.
>
>
>
> Nate.
>
>
>
> *Nathan Aker*
> IT Service Management
>
>  *McAfee*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Tuesday, February 18, 2014 11:08 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* RKM Idea on BMC Communities
>
>
>
> **
>
> I don't know if it's acceptable to post these here or not, but we're
> struggling to gain full acceptance for RKM for a few reasons, one being
> that it's difficult to read anything on it.  Specifically, if I make an
> article with embedded screenshots, the user ends up reading it by playing
> around with scrollbars on a small box that takes up 1/4 of their screen.
>
>
>
> As a result, I've submitted this idea to the BMC Communities and wanted to
> get your feedback on it.  Also, if your organization uses RKM, how do you
> get around this issue?
>
>
>
> https://communities.bmc.com/ideas/5179
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> Private and confidential as detailed 
> here<http://www.energytransfer.com/mail_disclaimer.aspx>.
> If you cannot access hyperlink, please e-mail sender.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: User not getting window open in Create more (ARUser 7.6.03)

[Janie Sprenger]

John,

I believe there is an AR User Search Preference form.  I don't remember the
exact name, but it's something along those lines.  Perhaps check that form
to see if the user has any records for the login id that has a problem.

Janie

On Fri, Feb 14, 2014 at 6:37 AM, Reiser, John J wrote:

> **
>
> Dale and LJ,
>
> Yes I'm using the preference server.
>
> I changed all of the non-functioning user's data to match that of one who
> works.
>
> I also created a brand new user record after changing the login name of
> the original.
>
> I'll try removing the user's preference record altogether.
>
> I'm also going to try to catch the session in the API log to see what is
> happening in the two cases.
>
>
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Dale Jones
> *Sent:* Wednesday, February 12, 2014 6:22 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: Re: User not getting window open in Create more
> (ARUser 7.6.03)
>
>
>
> **
>
> Look in the "AR System User Preference" form
> Search for the Users Record
> Clear it or make it the same as a working user.
>
>
>
> Dale Jones
>
> DCS
>
> Raleigh, NC
>
> 919-523-6034
>--
>
> *From:* Action Request System discussion list(ARSList) [
> arslist@ARSLIST.ORG] on behalf of Reiser, John J [john.j.rei...@lmco.com]
> *Sent:* Wednesday, February 12, 2014 5:18 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* User not getting window open in Create more (ARUser 7.6.03)
>
> **
>
> ARS Server 7.6.04 SP5
>
> ARUser 7.6.03
>
>
>
> I have three Helpdesk operators taking customer tickets on our home built
> helpdesk.
>
> They run aruser on their windows 7 PC and then there is a third party
> utility connected to the phone system that accesses the aruser.exe process
> and forces open the appropriate form based on the Helpdesk number that was
> called. This 3rd party utility is a blackbox to me and since I can't
> prove that it is the culprit I can't force them to call in the vendor for
> troubleshooting.
>
>
>
> The scenario goes like this:
>
> A customer calls on Line 1 the utility opens Form 1 in aruser.exe .
>
> Line 2 opens form 2 and so on.
>
> All forms are supposed to open in Create (green screen) mode.
>
> After the request is submitted I close the form with an AL to prevent
> window bloat because the 3rd party can't reuse an open window.
>
> So for one of the operators the process opens in create mode the first
> time the aruser.exe is run. All subsequent interaction with the 3rd party
> utility opens the correct form but in Search mode.
>
>
>
> It's not machine specific. It happens on any machine that the Operator
> use. And when I had the Operator use a dummy account with the same
> permissions the system worked first time and every time after that.
>
>
>
> So we have confined the issue to the Operators account. I saved the
> account to another name and created a new user record with the original
> name from the Active Directory. She still gets the bad functionality, works
> the first time but not subsequent times.
>
>
>
> Active Link logs on the operator's account only shows what happens after
> the utility runs.
>
>
>
> Would the arreload command reset the User-cache and maybe clear her
> problem.
>
>
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
>
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Asset Management and CMDB

[Janie Sprenger]

 I wrote a paper on this topic and used it in various training classes to
help people understand what Asset Management is in relation to the CMDB and
vice versa.  I've included the content below.   Sorry the file is too big
to attach to the email for the list server. Email me if you would like the
PDF though.

I wrote the content when Remedy was at version 703 but I don't think any of
the concepts have really changed although all of them could be expounded
upon as users become more advanced.
HTH,
Janie


Understanding the relationship between Asset Management and the CMDB

Remedy v 703

Janie Sprenger

janiespren...@gmail.com


November 2009
 Introduction



This paper introduces you to Asset Management and the CMDB.  The following
topics are discussed:

§  Understanding Asset
Management

§  Understanding Configuration
Management

§  Understanding the
CMDB

§  Configuration and Asset Management
Differences

§  How the CMDB and Asset Management work
together

·  *Understanding Asset Management Processes*


 Understanding Asset Management What is Asset Management?

Asset Management is the discipline of managing an Asset through its
lifecycle - from requisition to retirement.

Asset Management is comprised of activities which relate to:

· Managing an Asset's financial considerations (procurement,
leasing, vendor management, cost accounting, etc)

· Contractual agreements and commitments (purchase requisitions and
purchase orders, support and/or maintenance agreements, warranties,
licensing, etc)

· Management of inventory

Asset Management activities are performed for the purpose of maintaining an
optimal balance between business service requirements, costs, budget
predictability and contractual and/or regulatory compliance.
What is an Asset?

An Asset is any property with a commercial business value.
Understanding Configuration Management What is Configuration Management?

Configuration Management is the process of keeping control of the ever
evolving and inter-related IT configuration items that make up the
organization's IT infrastructure. The objective of Configuration Management
is to identify configuration items, and to systematically record changes to
those items for purposes of maintaining data integrity as it relates to the
configuration item's characteristics, relationships, traceability, and
audit-ability. Configuration Management begins once the configuration item
has entered the infrastructure and ends when it has been officially removed
from use within the infrastructure. Configuration Management encompasses
all IT configuration items that impact the organization's infrastructure
including servers, routers, software, services, personnel and processes.
What is a CI?

A CI is a *configuration item *and is any component of an infrastructure.
For example, a CI can be hardware or software components, a service, an
inventory location, or a network (LAN or WAN), etc.  CIs can vary widely in
complexity, size, and type, from an entire system to a single component.
Understanding the CMDB What is a CMDB?

A CMDB is a tool for Configuration Management.  The CMDB contains CIs.  If
implemented correctly, the CMDB will show a complete view of your
infrastructure and related services, assets, components, and software.
Where CIs come from

There are primarily two methods for the CMDB to be populated:  Manual and
Automated.  The Manual method requires that a user enter information to
create the CI.  The Automated method depends on an integration with another
data source to populate the data in the CMDB.

 Configuration and Asset Management Differences What is the difference?

The process of managing IT configuration items actually starts with an
inventory list from Finance showing Asset tags and locations. The Asset
Management process adds financial and Asset lifecycle data. The
Configuration Management process builds on the Asset database for CIs that
will be under Incident or Change Management. The Configuration Management
process adds relationship information between CIs. This allows services to
be mapped, and then allows service performance to be managed. Each of these
processes (Inventory, Asset, and Configuration Management) build on (and
depend on) the previous process.



*Configuration Management vs. Asset Management*

*Configuration Management*

*Asset Management*

*Goal:* Provide logical model of IT environment as basis for ITIL process

*Goal:* Manage Asset costs, contracts, and usage/ownership throughout
lifecycle

*Value:* Greater business service stability, availability, and quality (via
related ITIL processes)

*Value:* Lower Asset acquisition costs, reduced purchasing, more efficient
allocation, more accurate budgeting/planning

*CI:* Physical, logical or conceptual IT component managed for its
operational impact

*Asset:* Physical IT Component tracked based on financial value or
contractual compliance

*Relationships:* Sophisticated

Re: SQL Stealing all of CPU

[Janie Sprenger]

Is your DB on the same server as the App and/or Midtier?  Is the DB server
a cluster or otherwise shared?
I've seen some DB CPU problems when there isn't enough memory allocated to
the DB itself and/or is shared.  Increasing the memory allocated to the DB
resolves the problem.  Other things I've seen is with the SQL settings -
such as whether or not Transaction logging is turned on, hot backups, etc.
Another thing to ask for might be a 15 minute SQL trace - if there's some
workflow/job that's out of control, that would help to illuminate that for
resolution on the ARS side.

HTH
Janie


On Tue, Jan 7, 2014 at 4:10 PM, Pargeter, Christie :CO IS
wrote:

> **
>
> This is my QA environment…it is already slow so might not be that
> different.  How would I limit my thread?
>
>
>
> *Christie Pargeter  | Sr Technical Analyst | tel 503-415-5149
> <503-415-5149>*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Tuesday, January 07, 2014 4:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: SQL Stealing all of CPU
>
>
>
> **
>
> You could limit your thread, or your dba could set your user account as
> limited, but anything you do well impact the performance of your remedy
> instance.
>
> On Jan 7, 2014 4:44 PM, "Pargeter, Christie :CO IS" 
> wrote:
>
> **
>
> Hi All – my DBA is complaining that my QA/Test/UAT server is trying to
> steal all the CPU of the database server.  Any ideas how I can limit how
> much my system tries to do in parallel?
>
>
>
> ARS 7.6.4 SP 4
>
> ITSM 7.6.4 SP 4
>
> RKM 7.6.4 SP 4
>
> SLM 7.6.4 SP 1
>
> Window 2008 – 64 Bit
>
> MS SQ 2005 SP 3
>
> IIS/Tomcat
>
> MidTier 7.6.4 SP 5 HotFix 11/13/13
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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Discussion about CMDB and ASTAttributes in 8.1

[Janie Sprenger]

Does anyone have a definition for what "lifecycle" means in reference to
the CMDB attributes that were put into AST:Attributes in 8.1?

I understand that the BMC.AM fields are considered Lifecycle attributes and
non BMC.AM attributes tend to fall under Configuration Management.  I am
wondering how BMC decides what falls under Asset Mgmt and what falls under
Config Mgmt.

I'm finding it difficult for users to consistently understand the
difference between fields that fall under Asset Management and
Configuration Management when the GUI they work in is Asset Management.
Understandably, fields have a purpose in either practice, but if all the
fields fall under one screen, should users need to know the difference?

Presumably the impact is relatively lessened for the end user when all of
their activities are performed from Asset forms and their experience is
seemless regardless of field origin.  However, some features tend to
highlight the difference, such as Audits, where in 8.1 the users will need
to know that if they are looking for Status audits, they should check the
Lifecycle audit because it's no longer in the CMDB Audit, and so on and so
forth.   I've also found that having to rework every AIE import to AI to
accommodate attributes in both the core forms and attributes form has been
long and time consuming.

I had thought that an easy way to describe Lifecycle information is to say
that attributes included in the lifecycle activity phases have the
possibility of change during that lifecycle; however, that doesn't really
hold up since Part Number falls under lifecycle but I certainly wouldn't
say that attribute should change.  And it seems the location information
isn't in AST:Attributes yet.  In addition, it seems that any Asset
Management attribute wouldn't really hold up to the change definition when
considering things like Purchase Cost, etc.

So, then I thought, if the definition behind the BMC.AM fields is that the
fields are not discovered through Discovery tools then they must fall into
the Configuration Management realm.  But then how can one justifiably say
that the AssetLifecycleStatus should be an Asset Attribute.  Wouldn't this
field need to be a Configuration attribute available to the core data model
for integration and reconciliation between datasets.  What if the 'Status'
of the CI is no longer on line and has reached the threshold where the
organization considers that the item is End of Life - stolen or otherwise.
Since the field has moved to AST:Attributes, is no one updating their
discovery datasets with the status anymore.   Also, I was under the
impression that one of the powerhouse selling points about Discovery tools
(whether BMC or otherwise) was to minimize interruption by creating
Incidents based on down CIs - ?? what now??

So, I'm really just trying to find a 'rule' so to speak so that a user can
test that rule to identify any given attribute.

Does anyone have any ideas on that?

Thanks,
Janie

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Re: ITSM 7.6.04 Incident question

[Janie Sprenger]

I had written these instructions for updating the status reason for the
Asset forms on top of the CMDB on 7.6 P1.  I think this will at least point
you in the right direction.

*Subject Area:  *Asset Management

*Description:  *Customer wants to add values to the Status Reason drop down
for specified Status values.

This definition changes OOTB behavior.A Patch to the CMDB may affect
the Status Reason field.

*Version:  *ITSM 7.6 P1

*Document Purpose:  *How To
*Work Instructions:  *

*Data*

SYS:Status Reason Menu Items

· In Dev Studio, change the field for Selection Code to Read/Write

· In the User tool, Search by form= BMC.CORE:BMC_BaseElement for
Sample Data

· Open a New record, fill in all of the fields as shows on the
previously searched record (use an Odd integer for the Selection Code

· Save the Record



*Class Manager*

· In the Atrium Class Manager, bring up the attribute for Status
Reason.   Change the characteristics by adding the values for the Status
Reason Menu Item and Selection Code fields (;Lost   ;4011)
· Save the Status Reason changes.


HTH,
Janie


On Wed, Nov 20, 2013 at 7:50 AM, Sanner, Lorraine wrote:

> **
>
> I was trying to find out the same thing but couldn’t find where to change
> the Status reason.  How would I go about this in 7.5?
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Roger Justice
> *Sent:* November 18, 2013 11:58 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ITSM 7.6.04 Incident question
>
>
>
> **
>
> This was not available in previous releases. You could add a new Status
> reason entry to capture this.
>
> -Original Message-
> From: Bob Ellington 
> To: arslist 
> Sent: Mon, Nov 18, 2013 1:34 pm
> Subject: ITSM 7.6.04 Incident question
>
> Trying to stay out of the box if possible.
>
>
>
> I'm looking for a way in 7.6.04 Incident Mgt to flag an Incident that a tech 
> had
>
> to be "Dispatched" to work the issue vs working it remote.
>
>
>
> Has anyone done this out of the box?  i.e. is there a hidden field that once 
> was
>
> used for this functionality?
>
>
>
> Thanks
>
> Bob Ellington
>
> SAIC/NASA
>
> Remedy Software Engineer
>
> bob.elling...@gmail.com
>
>
>
> ___
>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>
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>
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Re: EXTERNAL: Re: Installation problems with ARS 8.1.00

[Janie Sprenger]

Are you able to ask for the list of privileges/permissions that have been
granted to the resource account - both for Windows and SQL?  Considering
7.6p5 and 8.1 are both giving you grief, there is most likely something
missing.

For SQL these are the steps I use when having to manually create the user
or datafile.  Perhaps your DBAs will check if the resource account has the
role and privileges attached.

1. In a SQL*Plus window, create the tablespace. For example:

create tablespace *arsys* datafile '/path/arsys.dbf' size 500M reuse;



2. Create a user. For example:

create user *aradmin* identified by *AR#Admin#* default tablespace
*arsys*temporary tablespace temp quota unlimited on
*arsys*;



3. Create a role for the user you created in step 2 above. For example:

create role *ARole_arsys* not identified;



4. Set the privileges for the role. For example:

grant alter session, create cluster, create database link, create sequence,
create session, create synonym, create table, create view, create
procedure, create trigger, query rewrite to *ARole_arsys*;



5. Grant the role to the user. For example:

grant *ARole_arsys* to *aradmin*;



A long time ago, I remember seeing 5 things that a non-administrator
account had to have for Windows.  I'll see if I can find that.  Or maybe if
someone else has it, they can chime in.  I remember it specifically had to
do with running the ARServer service with a user account or domain
account that was not the administrator.



Is the installation completing though?  This KB is older, KA289521, but I
wonder if your DB objects need to have dbo ownership applied...



Janie


On Fri, Nov 1, 2013 at 6:23 AM, Reiser, John J wrote:

> **
>
> Shawn,
>
> We are required to use what we call a resource account and it must be a
> windows authenticated account. Local SQL accounts are read only.
>
> ** **
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Friday, November 01, 2013 9:20 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: EXTERNAL: Re: Installation problems with ARS 8.1.00
>
> ** **
>
> ** 
>
> I haven’t sorted through all the emails, but have you tried using the
> default ARAdmin SQL Server account instead of the domain account?
>
> ** **
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Reiser,
> John J
> *Sent:* Friday, November 01, 2013 8:05 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: EXTERNAL: Re: Installation problems with ARS 8.1.00
>
> ** **
>
> ** 
>
> Janie,
>
> Thanks for the reply. I’ve also had no luck installing a clean ARS7.6.04
> SP5 as directed by BMC Support.
>
> The installer runs very quickly until it comes to the part about starting
> the services. Then it hangs for 20 -30 minutes and ends with a failure.***
> *
>
> Always the same message in the logs; ARSystem did not start in a timely
> fashion. 
>
> ** **
>
> I download and unzip the install suite to the VM. The SQL Server DB is on
> a SAN that is required even for development databases. 
>
> I am only installing the ARSystem Server. This is a non-ITSM system. I
> don’t even install Approval or Assignment servers.
>
> ** **
>
> I seem to remember something about using a local admin account instead of
> being a member of the Administrators group but I can’t find anything that
> differentiates the two in the documentation.
>
> ** **
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Janie
> Sprenger
> *Sent:* Thursday, October 31, 2013 7:52 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: Re: Installation problems with ARS 8.1.00
>
> ** **
>
> ** 
>
> Hi John, 
>
>  
>
> I had a really hard time completing the upgrades from 7604.  Everything
> had to be patched to 7604 SP4 first.

Re: Roles and Applications - Remedy Asset Management

[Janie Sprenger]

Yes, that option is in the Roles form.
Have you check if another test user with Asset Admin permission can access
the link?  If so, sometimes I've seen user login ids get disconnected from
their permissions.  Have you removed the Asset Admin permission from your
test user, logged in, logged out, then added the Asset Admin permission
back to the user - then log in.
The other thing I've noticed is that sometimes the local cache seems to be
wrong - certain field labels will be completely wrong.  Sometimes, deleting
the browser's temporary cache and logging in again will resolve the
problem.  Have you checked logging in from another computer?

Sorry if you've tried all this - just trying to throw out additional ideas
for you.

Janie


On Thu, Oct 31, 2013 at 5:09 PM, Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS  wrote:

> Would that be in the Roles form?  I did a search on Remedy Asset
> Management and it looks like the Roles are mapped to the group in
> Production AND Test.  Is this where I should be checking?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
> Sent: Thursday, October 31, 2013 5:32 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Roles and Applications - Remedy Asset Management
>
> **
>
> Been bit by that one before... :)
>
> On Oct 31, 2013 7:45 AM, "Carl Wilson"  wrote:
>
>
> **
>
> Hi,
>
> On the off chance, is the application not in "Production" mode
> for this environment?
>
>
>
>
> 
>
>
>
>
> Kind Regards,
>
>
>
> Carl Wilson
>
>
>
> http://www.missingpiecessoftware.com/
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
> INFORMATION OPERATIONS
> Sent: 31 October 2013 14:40
> To: arslist@ARSLIST.ORG
> Subject: Roles and Applications - Remedy Asset Management
>
>
>
> **
>
> I'm about to pull my hair out.  All of the sudden, our test
> account (that includes Asset Admin permissions) suddenly is not able to
> "View" the Asset Management link on the Applications list on the home
> page.  This is in Staging.  In Dev it works as normal.  It's viewable
> for an account with Admin permissions, so it's a permission issue right?
>
>
>
> I've compared all of these objects on Staging to Dev and they
> are exactly the same.  I'm not sure why it's not showing up!!!
>
>
>
> Remedy Asset Management Application
>
> AST:Asset Management Console Form
>
> The Active Link Guide Entry Point for Asset Management
> (actually, that would be for the Asset Management Console link UNDER the
> main Asset Management link, but I checked anyway and they are the same)
>
> I've checked all the roles that are set for the Remedy Asset
> Management Application on the Roles form
>
>
>
> Everything is the same.
>
>
>
> Am I missing something?
>
>
>
> Lisa Kemes
>
> Remedy Consultant
>
> Dev Technology Group
>
> DLA Office: (717) 770-6437 
>
> Cell Phone: (717) 602-9460 
>
> lisa.ke...@devtechnology.com
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
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>

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Re: Installation problems with ARS 8.1.00

[Janie Sprenger]

Hi John,

I had a really hard time completing the upgrades from 7604.  Everything had
to be patched to 7604 SP4 first.  That wasn't really hard.  The main
trouble was that we also ran into an issue because the system that I was
upgrading had a failed RKM installation in 7604 that I didn't know about.
That failed install caused problems in the upgrade, we manually redid the
ITSM installation about 3 times, fixing problems as we went and then
resetting the installer and temp folder, etc.  Ultimately it installed
successfully; however, once we really started reviewing the apps, we had
more problems with RKM than we could deal with and ultimately opted to
build a new 8.1 environment and port the customizations and data.

My experience with installing 8.1 was on Windows 2012/SQL 2012 with a
Windows administrator account.  Both are VMs on the same physical host and
SQL was a local account.  To be honest, the clean installs were super easy
and fast.  I made sure any hardware pre-req that I could think of was met.
There was plenty of disk space and memory for the servers.

One thing I have noticed is that the Core and ITSM installers need quite a
large amount of disk space to unpack everything.  While the ultimate
product isn't insane for disk space, the installation temporarily uses a
lot of disk space.

Another item I've noticed with the installers also prior to 8.1 is that SQL
databases that have transaction logging on will take longer for the
installer to run because it's of course logging all of those changes.


I would lean towards looking at where that DB is running, if it's in a
shared SQL environment and there isn't enough juice to run, the install
will just dog.  I had that happen once, turns out that SQL admin had
something like 2GB ram allocated to the db, I talked them into jumping it
up to 12gb (since it was shared) and the install completed.

The other thing to investigate is network latency as I'm sure you know.

Oh, and are you doing any of the installs with the installers on shared
drives?  The installers on shared drives tend to be a problem.


HTH
Janie


On Thu, Oct 31, 2013 at 2:56 PM, Reiser, John J wrote:

> **
>  Hello Listers,
> ARS 8.1.00
> MS SQL Server 2008 R2 (remote)
> OS Windows Enterprise 2003
>
> I am having the worst time trying to get a bare bones Remedy ARSystem
> server installed.
> I have admin rights for the user running the setup.exe file. That windows
> user also is the db_owner of the ARSystem_test database which was created
> during the installation process.
> It takes forever to complete, the starting services time is the longest.
> When it does complete the install is flagged as failed because the ARSystem
> would not start in a “timely fashion”.
> I have a ticket open with BMC Support and they have given me some things
> to check that was pulled out of the installation logs.
> The settings that they questioned were supposedly confirmed by the DBA but
> all I can tell is that the MS SQL Server DB is “owned” by the windows
> account.
>
> Because of all of these oddities I dare not touch my production system
> (7.6.03) or my sandbox (7.6.04 SP3) for fear of breaking them too. They
> were upgraded from earlier versions and have a legacy sql account as the
> owner but the services run on the ARS machine with the same domain account
> as the one I’m using for the test.
>
> System policy does not allow for giving the sa account out and local SQL
> accounts are discouraged so I am using a windows domain account to run the
> install, own the DB and run the services on the ARSystem server machine.
>
> Has anyone seen any gotchas like file system permission restrictions on a
> windows server or some other idiosyncrasy that could prevent the
> installation from completing successfully?
>
>
> Thank you,
> ---
> John J. Reiser
> Remedy Developer/Administrator
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: How can I limit AIE exchanges to existing CMDB records?

[Janie Sprenger]

For the AIE import to your secondary dataset.
There are options on the Data Exchange (not the mapping) Main tab, labeled
as Data in Target - options are Create a record and Update existing
records.  More info is described on Page 141 in the BMC Atrium Integration
Engine 7604 User's Guide.

Christian's suggestion is a must for the reconciliation between the
secondary and primary datasets.


On Thu, Oct 31, 2013 at 12:47 PM, Smerz, Christian wrote:

> **
>
> Chris,
>
> The Query tab on CI Class Mappings does offer a certain amount of
> filtering but doesn’t quite get you what you’re looking for.
>
> You can however pursue the option you suggest in your last sentence.  In
> your recon jobs you can have identification run but not “auto-identify”
> records that do not match in the source dataset.  The merge activity will
> only “promote” identified records.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Danaceau, Chris
> *Sent:* Thursday, October 31, 2013 1:12 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* How can I limit AIE exchanges to existing CMDB records?
>
>
>
> **
>
> I want to limit records from a source that I bring into the CMDB to just
> those that match on the key attribute (in this case serial number). Can
> this be done with a data key or update query? Currently my model is to
> bring this data into its own data set.
>
> Should I instead target a data set thats a copy of production?
>
>
>
> My goal is to not create new records from my source, but only to update
> existing CMDB records.If there’s an option to do it with the
> Reconciliation engine I’m open to that as well.
>
>
>
>
>
> --
>
> Thank You,
>
>
>
> Chris Danaceau
>
> FINRA
>
>
>
>
>
> Confidentiality Notice:  This email, including attachments, may include 
> non-public, proprietary, confidential or legally privileged information.  If 
> you are not an intended recipient or an authorized agent of an intended 
> recipient, you are hereby notified that any dissemination, distribution or 
> copying of the information contained in or transmitted with this e-mail is 
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> error, please notify the sender by replying to this message and permanently 
> delete this e-mail, its attachments, and any copies of it immediately.  You 
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> nor disclose all or any part of the contents to any other person. Thank you
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> --
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> This message (including any attachments) is confidential and intended for
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Re: Used By Relationships updating multiple CIs at once

[Janie Sprenger]

Rick,

Are you saying the Recon IDs for the CIs in the BMC.CORE:BMC_Product form
are the same across the products that are rolling up to the same Company
association?  And that ID is not 0 (zero) and not Null?
The recon id is assigned during the identification process of a
Reconciliation job from the Recon engine.
Prior to 8.x, I didn't think Recon IDs were assigned outside of BMC.ASSET
without a Recon job, but I might be mistaken if you actually have IDs set.
Recon Ids don't regenerate without some kind of prompting.  Along with the
instanceID of the CI, the ID is used in various relationships across CMDB
and ITSM association.
Janie



On Tue, Jul 30, 2013 at 8:54 AM, Rick Cook  wrote:

> **
> All records were created in, and still reside only in, the BMC.Asset
> Dataset.
>
> The Reconciliation ID is not NULL, but is actually the same (non-Null)
> value for all of the records in the AST:AssetJoinASTPeople form relating to
> each of the product/version combinations.
>
> How do I get different Reconciliation IDs for the records - are they like
> GUIDs, which regenerate automatically if removed?
>
> Rick
>
>
> On Tue, Jul 30, 2013 at 2:25 AM, Vyom Labs Support <
> itsm.supp...@vyomlabs.com> wrote:
>
>> **
>>
>> Hi Rick,
>>
>> ** **
>>
>> For v7.6.04 SP1,
>>
>> When we create CI's from Asset console the reconciliation Id's gets
>> generated for that CI.
>> Which is different for all CI's created from AM console. But when we
>> create CI from respective class(form) from
>> user tool other than for BMC.ASSET dataset Reconciliation Id doesn't get
>> generated for those CI's.
>>
>> The given issue is  occurred due to same reconciliation Id for multiple
>> CI from one class created for particular organization.
>> From above information I will suggest that if you want only one CI
>> should  relate to People with 'used by'
>> association create CI's directly into ASSET dataset. However providing
>> different recon Id for each CI will resolve this issue,
>> it will create same issue when perform reconciliation Identity job for
>> CI's in different dataset.
>>
>> ** **
>>
>> --
>>
>> Regards,
>>
>> Nilesh Janjire
>>
>>  
>>
>> Vyom Labs Pvt. Ltd.
>>
>> BSM Solutions & Services || ITIL Consulting & Training
>>
>> Web Site: www.vyomlabs.com Follow Vyom Labs
>> http://twitter.com/#!/vyomlabs ||
>> http://www.linkedin.com/company/vyom-labs
>>
>> ** **
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Rick Cook
>> Sent: Friday, July 26, 2013 10:03 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Used By Relationships updating multiple CIs at once
>>
>> ** **
>>
>> I have about a dozen new CIs in the Hardware Package class (two HW
>> packages, each with multiple versions), and I want to associate Companies
>> to them as individual associations.  The only real differences between the
>> CIs are the Name, Model/Version, and Short Description.  They have the same
>> Product Categories.
>>
>> ** **
>>
>> So I go to the People tab on the CI, answer the dialogs to associate the
>> CI as a "Used By" by the Company/Organization, and it all works.  Except
>> that it also associates all of the other CIs in that class (and perhaps
>> others, I haven't checked yet) with the same relationship to the same
>> company.  Deleting the relationship from one also deletes it from all of
>> the records.
>>
>> ** **
>>
>> What I want is to be able to relate these one at a time.  I don't see a
>> way to do that, though I thought that was the way it functioned.
>>
>> ** **
>>
>> I did verify that the Filter in play is NOT doing a table walk, so it
>> isn't related to that.  The logs show the Filter is firing one time,
>> updating one record.
>>
>> ** **
>>
>> What am I doing that is causing what I'm seeing, and how can I make the
>> relationship for only one record at a time?
>>
>> ** **
>>
>> ARS/ITSM 7.6.04 SP1
>>
>> ** **
>>
>> Rick Cook
>>
>> ** **
>>
>>
>> ___
>> 
>>
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>>
>> "Where the Answers Are, and have been for 20 years"
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
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Re: Used By Relationships updating multiple CIs at once

[Janie Sprenger]

Do your CIs have Reconciliation IDs other than 0?  If not, it may be that
there isn't a relationship created to each Company/CI, but that it appears
there is a relationship because the CI's Recon ID is 0 and there is one (or
more) records on AST:AssetPeople that has it's Asset Instance ID set to 0
also.

HTH,
Janie


On Fri, Jul 26, 2013 at 9:32 AM, Rick Cook  wrote:

> I have about a dozen new CIs in the Hardware Package class (two HW
> packages, each with multiple versions), and I want to associate Companies
> to them as individual associations.  The only real differences between the
> CIs are the Name, Model/Version, and Short Description.  They have the same
> Product Categories.
>
> So I go to the People tab on the CI, answer the dialogs to associate the
> CI as a "Used By" by the Company/Organization, and it all works.  Except
> that it also associates all of the other CIs in that class (and perhaps
> others, I haven't checked yet) with the same relationship to the same
> company.  Deleting the relationship from one also deletes it from all of
> the records.
>
> What I want is to be able to relate these one at a time.  I don't see a
> way to do that, though I thought that was the way it functioned.
>
> I did verify that the Filter in play is NOT doing a table walk, so it
> isn't related to that.  The logs show the Filter is firing one time,
> updating one record.
>
> What am I doing that is causing what I'm seeing, and how can I make the
> relationship for only one record at a time?
>
> ARS/ITSM 7.6.04 SP1
>
> Rick Cook
>
>
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Re: Managing arsystem via cellphones

[Janie Sprenger]

The company I work for has a product that does this on Blackberries.  I can
give you more details if you'd like.  Contact me off-list --
jrsrem...@gmail.com and I can give you the info.

Thanks,
Janie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ddussie
Sent: Monday, March 21, 2011 1:36 PM
To: arslist@ARSLIST.ORG
Subject: Managing arsystem via cellphones

Does anyone manage arsystem incident via mobile/cellphones on a basic? Or
what would you recommend a solution to accomplish this is?

Basic,
1. As in put a request in progress
2. Reading description/scope of work, if need reassign to appropriate group
3. Future - closure of incident.


Sincerely,
D.Dussie


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Re: Relation between CI and people

[Janie Sprenger]

On the Asset CI forms, users can create a relationship to a Person /
Organization or Support Group.  

When a Person’s record is modified in the CTM:People form , the following
filter is deleting relationships between CIs and People:   
CTM:PPL:OnDelete_DeleteASTAssetPeople

This filter appears to be subsequent action from a series of filters that
fire on the People form that runs changes through the Atrium Sandbox into
the BMC.ASSET dataset.  

Unfortunately, this filter is deleting the CI / Person relationships.  

It would be appropriate for this filter to have a qualification referencing
the dataset prior to deleting the AST:AssetPeople record.

The filter qualification should have this run if statement added:
'DatasetId' = "BMC.ASSET"

HTH,
Janie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Friday, September 17, 2010 7:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Relation between CI and people

Andreas,

I experienced a similar issue after patch 2.

Check if the people records were modified for the affected relationships. If
so, the relationships were probably deleted during the recon job.

We disabled the CTM:PPL:OnDelete_DeleteASTAssetPeople filter to stop this
from happening.

Rebecca



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andreas Müller
Sent: Friday, September 17, 2010 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Relation between CI and people


Hallo,
we have some Problems with Asset Management 7.5 P2 After the installation of
patch 2 for ITSM 7.5 we lost about 20-30% of the relations between Ci's and
the People. 

Who has experienced the same behavior ?

What can be the rootcause for this behavior (loosing the relation).

Thanks in Advance
Andreas


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Re: Naming Standards

[Janie Sprenger]

In Developer Studio, 7.5 +, it also appears that the Underscore character
'_' is a non-searchable character in the Search functionality.   So it may
be a good idea to not use that in the naming convention.

 

My 2 cents

Janie

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Tuesday, November 24, 2009 9:09 AM
To: arslist@ARSLIST.ORG
Subject: Naming Standards

 

** 

Hi All,

 

I was wondering if there are any good standards for naming filters and
active links. On my server there is an amazing mix that appears to be
dependant on what worked for the previous Admins. Also is there any
need/value to having the name all one word like the last two examples.
Really makes it hard to read/find. Here are some examples of what I have.

 

CR-950-Notify Deinstall Closed-Cancelled

CR-UpdateAuditLogforAttachmentAdd

CR:SM-Company-ChkDefaultEmail-600 (SM=Submit/Modify)

 

Thanks

Mark 

 


Mark Brittain 
Remedy Developer 
NaviSite 
mbritt...@navisite.com 
(315) 453-2912 x5418 (Phone)

(315) 317.2897 (Cell) 

Reduce Cost of IT with Managed Hosting and Application Services from
NaviSite. 
Visit www.NaviSite.com Today. 

 

 

    

This e-mail is the property of NaviSite, Inc. It is intended only for the
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Re: Asset Management Software License

[Janie Sprenger]

Not sure anyone responded to this...

It's my understanding that the Software License Management engine in 703
only works with the BMC_Product (and subclass) CI entries against the
Product Categories that are attached to the contract.  In addition, I don't
believe that you can attach the particular keys on the contract to
particular Categories.
>From what I've seen with the tool, I don't think you have misunderstood
anything - 

Janie


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Wednesday, November 18, 2009 10:49 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management Software License

ITMS 7.03

Still trying to figure out the Software License management module ...

What I have so far is that I've created a Software Contract record for
company A. This contract covers several software products, 10. So I
added each as a Licensable Product. I then added under License Details
the keys that are associated with each product with the total number
of licenses, roughly 50. As I add each key the total license count is
accumulating on the contract record. However, there is no way to
associate the key to a product.

The next thing I was hoping to do was start relating CI's (Computer
Systems) to the software contract. I figured this would make the most
sense as the keys are tied to those CIs. However, this does not appear
to be the way the tool works. I have to relate a System Software CI to
the Software Contract. This will then decrement the total number of
licenses for the contract, not at the key level. I then thought if I
relate Computer Systems to the System Software CI that it would also
decrement the license count on the contract record. No such luck. The
only way to decrement the license count is to relate CIs that match at
all 5 levels: Tier 1,2,3, Product Name and Mfct. And still this is
being done at the contract level not at the key level so I would have
to manually go to each key and update the counts, which amazingly
enough updates the counts at the contract level.

Can anybody speak to these issues and let me know whether I understand
correctly how the module works?

Thank you.

Frank Caruso
Iraq


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Re: ARS 7.5 P2/ITSM Install Issue

[Janie Sprenger]

What version is your CMDB on ?   I believe this needs to be on Patch 2 as
well.

 

HTH,

Janie

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mark Lev
Sent: Friday, August 14, 2009 6:24 AM
To: arslist@ARSLIST.ORG
Subject: ARS 7.5 P2/ITSM Install Issue

 

** 

Good Morning,

 

Windows Server, SQL Server, ARS 7.5/P2, ITSM 7.5

 

ARS Install 7.5 and patch 2 installed OK.

 

When trying to install ITSM it says P2 isn't installed and stops.

 

Anyone  seen this before? 

 

Thanks,

Mark

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Re: Error adding field to join form

[Janie Sprenger]

Have you recently been able to have the DB bounced and restart the ARS service?

It sounds like you are either experiencing database corruption or ARS is all 
mixed up.

I'd try bouncing the DB and restarting ARS before doing anything else.  If your 
items are still missing then you most likely will have to do some manual DB 
things.

Janie

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Dwayne Martin
Sent: Monday, April 20, 2009 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error adding field to join form

Hi Jane,

Yes, I'm able to save the two base fields if I just reposition a field.

I decided to delete the fields I am trying to add and start over from scratch, 
but now the whole middle-layer BMB:BMC_ComputerSystem (no final "_") has 
disappeared.  I don't THINK I deleted it.  When I try to import it from our 
live system I once again get, "The value(s) for this entry violate a unique 
index that has been defined for this form:  (ARERR 382)."  And that is without 
the added fields.

Thanks again,
Dwayne



 Original message 
>Date: Mon, 20 Apr 2009 07:19:25 -0700
>From: Janie Sprenger   
>Subject: Re: Error adding field to join form  
>To: arslist@ARSLIST.ORG
>
>Hi Dwayne,
>
>Are you able to save the Parent form AssetBase and ComputerSystem without an 
>error, if you don't add a field -- just reposition a field?
>
>Janie
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
>[mailto:arsl...@arslist.org] On Behalf Of Dwayne Martin
>Sent: Monday, April 20, 2009 5:28 AM
>To: arslist@ARSLIST.ORG
>Subject: Re: Error adding field to join form
>
>Hi Janie,
>
>You are right.  I am trying to add fields directly to the form in the Admin 
>tool.
>
>We purchased the v6 Asset Management module about five years ago, but out of 
>its vast potential, we have only used two of its forms.  When we upgraded our 
>ARSystem to V7 we were told that we needed to hire a consultant to upgrade the 
>CMDB.  We consulted with a consultant, and he said that since we are only 
>using a small portion of the module the best thing to do was just go on using 
>the two form and not bother upgrading the CMDB until we decided to use the 
>entire system.
>
>So now we are at ARS 7.1, with a v6 CMDB, and trying to use two Asset 
>Management forms as regular Remedy forms.
>
>What puzzles me is that I have added fields directly into 
>BMC:BMC_ComputerSystem_ before and I never got that "SQL view" error.  Now I 
>get the error message when adding new fields, and the system will let me add 
>those old fields to BMC:BMC_ComputerSystem, but not the new ones.
>
>I tried checking out the "CMDB Console" and "CMDB2ASSET synchronization" and 
>it looks like something requiring an extra layer of knowledge, and which 
>probably won't work anyway given that our CMDB version doesn't match our ARS 
>version.
>
>So, any suggestions for a workaround?  If not, I'll just say a big THANK YOU! 
>for your reply and abandon the project.  At least I know WHY it isn't working.
>
>Gratefully yours,
>Dwayne Martin
>
> Original message 
>>Date: Sun, 19 Apr 2009 08:39:29 -0700
>>From: Janie Sprenger   
>>Subject: Re: Error adding field to join form  
>>To: arslist@ARSLIST.ORG
>>
>>Hi Dwayne,
>>
>>What version of CMDB are you on?  AssetBase indicates an older version of 
>>CMDB unless you are referring to the SHR:SchemaName reference.
>>
>>Normally, one adds attributes from the CMDB Console and then runs the 
>>CMDB2ASSET synchronize which places the fields on the Asset related forms.  
>>You can then position your fields on the Asset forms b/c the fields are then 
>>on the Custom(x) tabs.  Your email sounds like you are adding fields directly 
>>to the Forms in the Admin tool?  Have you also added the fields to the CMDB 
>>metadata?
>>
>>The SQL view error indicates that the actual SQL view (not the table), does 
>>not exist in the DB.  Do you have access to your DB directly?
>>
>>The index error may be a result of a either an actual duplicate index because 
>>of the name, fieldid or because there may be an internal SQL problem with the 
>>parent forms.  The indexes you mentioned for the parents sound like they are 
>>shy of about 7 others that are normally defined.
>>
>>Are you able to save either parent form without adding a new field with no 
>>error?
>>
>>Let me know what version of the CMDB you're dealing with.
>>
>>Thanks,
>>
>>
>>Janie
>>
>>
>>-Original Me

Re: Error adding field to join form

[Janie Sprenger]

Hi Dwayne,

Are you able to save the Parent form AssetBase and ComputerSystem without an 
error, if you don't add a field -- just reposition a field?

Janie

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Dwayne Martin
Sent: Monday, April 20, 2009 5:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error adding field to join form

Hi Janie,

You are right.  I am trying to add fields directly to the form in the Admin 
tool.

We purchased the v6 Asset Management module about five years ago, but out of 
its vast potential, we have only used two of its forms.  When we upgraded our 
ARSystem to V7 we were told that we needed to hire a consultant to upgrade the 
CMDB.  We consulted with a consultant, and he said that since we are only using 
a small portion of the module the best thing to do was just go on using the two 
form and not bother upgrading the CMDB until we decided to use the entire 
system.

So now we are at ARS 7.1, with a v6 CMDB, and trying to use two Asset 
Management forms as regular Remedy forms.

What puzzles me is that I have added fields directly into 
BMC:BMC_ComputerSystem_ before and I never got that "SQL view" error.  Now I 
get the error message when adding new fields, and the system will let me add 
those old fields to BMC:BMC_ComputerSystem, but not the new ones.

I tried checking out the "CMDB Console" and "CMDB2ASSET synchronization" and it 
looks like something requiring an extra layer of knowledge, and which probably 
won't work anyway given that our CMDB version doesn't match our ARS version.

So, any suggestions for a workaround?  If not, I'll just say a big THANK YOU! 
for your reply and abandon the project.  At least I know WHY it isn't working.

Gratefully yours,
Dwayne Martin

 Original message ----
>Date: Sun, 19 Apr 2009 08:39:29 -0700
>From: Janie Sprenger   
>Subject: Re: Error adding field to join form  
>To: arslist@ARSLIST.ORG
>
>Hi Dwayne,
>
>What version of CMDB are you on?  AssetBase indicates an older version of CMDB 
>unless you are referring to the SHR:SchemaName reference.
>
>Normally, one adds attributes from the CMDB Console and then runs the 
>CMDB2ASSET synchronize which places the fields on the Asset related forms.  
>You can then position your fields on the Asset forms b/c the fields are then 
>on the Custom(x) tabs.  Your email sounds like you are adding fields directly 
>to the Forms in the Admin tool?  Have you also added the fields to the CMDB 
>metadata?
>
>The SQL view error indicates that the actual SQL view (not the table), does 
>not exist in the DB.  Do you have access to your DB directly?
>
>The index error may be a result of a either an actual duplicate index because 
>of the name, fieldid or because there may be an internal SQL problem with the 
>parent forms.  The indexes you mentioned for the parents sound like they are 
>shy of about 7 others that are normally defined.
>
>Are you able to save either parent form without adding a new field with no 
>error?
>
>Let me know what version of the CMDB you're dealing with.
>
>Thanks,
>
>
>Janie
>
>
>-Original Message-
>From: Action Request System discussion list(ARSList) 
>[mailto:arsl...@arslist.org] On Behalf Of Dwayne Martin
>Sent: Friday, April 17, 2009 10:33 AM
>To: arslist@ARSLIST.ORG
>Subject: Error adding field to join form
>
>Dear List,
>
>I am trying to add two database fields to the Asset Management Module 
>“AST:ComputerSystem” form.  This is a three-layer join form, which starts by 
>joining “BMC:BMC_ComputerSystem_” with “BMC:BMC_AssetBase” to get 
>“BMC:BMC_ComputerSystem.”
>
>When I add the fields to either of the two base forms I get:
> “Creation of one of the SQL views for the form failed within the SQL database.
>Operation completed successfully, but the SQL view is not in place. (ARWARN 
>69).”
>First sign of trouble.
>
>When I go to “BMC:BMC_ComputerSystem” and try to bring the fields into that 
>form I get:
>“Field : Equipment Status [the name of the new field] :
>   The value(s) for this entry violate a unique index that has been 
> defined for this form (ARERR 382).” and “Some field could not be saved in 
> this form.”
>
>There are no errors in the SQL log.
>
>To make things still more complicated, there are fields that I added to 
>“BMC:BMC_AssetBase” in a previous project that I can bring into 
>“BMC:BMC_ComputerSystem” with no problem.
>
>Both “BMC:BMC_AssetBase” and “BMC:BMC_ComputerSystem” have indexes on 
>InstanceId.  What index might they be talking about?
>
>Any suggestions?
>
>Dwayne Martin
>James Madison University
>
>(ARS 7.1 patch 3,  RH Linux server, Oracle 10.2 db)
>
>__

Re: Error adding field to join form

[Janie Sprenger]

Hi Dwayne,

What version of CMDB are you on?  AssetBase indicates an older version of CMDB 
unless you are referring to the SHR:SchemaName reference.

Normally, one adds attributes from the CMDB Console and then runs the 
CMDB2ASSET synchronize which places the fields on the Asset related forms.  You 
can then position your fields on the Asset forms b/c the fields are then on the 
Custom(x) tabs.  Your email sounds like you are adding fields directly to the 
Forms in the Admin tool?  Have you also added the fields to the CMDB metadata?

The SQL view error indicates that the actual SQL view (not the table), does not 
exist in the DB.  Do you have access to your DB directly?

The index error may be a result of a either an actual duplicate index because 
of the name, fieldid or because there may be an internal SQL problem with the 
parent forms.  The indexes you mentioned for the parents sound like they are 
shy of about 7 others that are normally defined.

Are you able to save either parent form without adding a new field with no 
error?

Let me know what version of the CMDB you're dealing with.

Thanks,


Janie


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Dwayne Martin
Sent: Friday, April 17, 2009 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Error adding field to join form

Dear List,

I am trying to add two database fields to the Asset Management Module 
“AST:ComputerSystem” form.  This is a three-layer join form, which starts by 
joining “BMC:BMC_ComputerSystem_” with “BMC:BMC_AssetBase” to get 
“BMC:BMC_ComputerSystem.”

When I add the fields to either of the two base forms I get:
 “Creation of one of the SQL views for the form failed within the SQL database.
Operation completed successfully, but the SQL view is not in place. (ARWARN 
69).”
First sign of trouble.

When I go to “BMC:BMC_ComputerSystem” and try to bring the fields into that 
form I get:
“Field : Equipment Status [the name of the new field] :
The value(s) for this entry violate a unique index that has been 
defined for this form (ARERR 382).” and “Some field could not be saved in this 
form.”

There are no errors in the SQL log.

To make things still more complicated, there are fields that I added to 
“BMC:BMC_AssetBase” in a previous project that I can bring into 
“BMC:BMC_ComputerSystem” with no problem.

Both “BMC:BMC_AssetBase” and “BMC:BMC_ComputerSystem” have indexes on 
InstanceId.  What index might they be talking about?

Any suggestions?

Dwayne Martin
James Madison University

(ARS 7.1 patch 3,  RH Linux server, Oracle 10.2 db)

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Re: Couldn't locate the Email form - ARERR 9801

[Janie Sprenger]

Do you have an archive or backup form of AR System Email Messages?   Or any
other form with the word 'Email' in it, other than the AR System forms?
I've seen where the email engine identifies a different form for Email
Messages and that causes issues.  This often happens after an App restart
when some type of action has occurred with the DB.  I've found that removing
the 'other' form and stopping/starting ARS and Email will fix that issue,
but not sure if that's the issue your having.

 

HTH,

 

Janie

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lockwood, Teresa L
Sent: Friday, April 17, 2009 4:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Couldn't locate the Email form - ARERR 9801

 

** 

Yes, it's there.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: Friday, April 17, 2009 3:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Couldn't locate the Email form - ARERR 9801

 

I apologize for asking the obvious, but does that form exist on the server?

 

Joe

 

  _  

From: "Lockwood, Teresa L" 
To: arslist@ARSLIST.ORG
Sent: Friday, April 17, 2009 2:10:45 AM
Subject: Couldn't locate the Email form - ARERR 9801

** 

I'm seeing the following error message and none of my emails are going out.

 

Couldn't locate the Email form. (ARERR 9801)

Couldn't locate the Email form. : AR System Email Messages

 

Have restarted application to no avail.  The oracle password was changed via
Admin tool earlier tonight; could this be causing the error?  Any help is
appreciated J

 

Terri

 

AR Server: 6.3 Patch 24 on UNIX AIX 5.3

SQL - Oracle 9.2.5

ITSM v 5.6

MidTier 6.3 Patch 20 on Windows 2003 NT server

 


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Re: Table Loop and Active Link Guides

[Janie]

It sounds like you only need one notification for Child and Task for a
unique Assignee Group and/or Assignee.
 
What if you call your task Guide from within the child guide... Only have
one button that calls the first guide.  Write to the form immediately in the
loops (use a tmp status so the notification goes on modify, not submit).
Qualify your push fields so that records update if they are the same, they
don't create new ones.  Make sure an Assignee Group record with no Assignee
doesn't overwrite a record that already has an assignee. 
 
Test to see if you are at the end of the loop in both tables and when you
are, send a tmp status to notify, let the modify filter send the
notification.
 
 
 
HTH, 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frex Popo
Sent: Saturday, January 10, 2009 5:19 AM
To: arslist@ARSLIST.ORG
Subject: Re : Table Loop and Active Link Guides


** 

anyone has some thoughts on how to acheive this  any help will be very
much appreciated.


--- En date de : Ven 9.1.09, Frex Popo  a écrit :


De: Frex Popo 
Objet: Table Loop and Active Link Guides
À: arslist@ARSLIST.ORG
Date: Vendredi 9 Janvier 2009, 15h50



Dear all,
 
I hope someone who tried this in the past or something similar can point me
in the right direction. This is all workflow.
 
In an incident form I have two tables, one for child incidents and one for
tasks of these child incidents.
 
I need to send a notification (email) to each group of these child incidents
and their tasks if none have been assigned to a particular person. However
if a child incident or task has been assigned to a particular person I ONLY
need to send it to this person and not to the group.
 
Here is what I did so far but can not get the sequence within the guides to
work..
 
I have created the following active links which call a table loop guides.
 
1. One active link to calls the guide for the child incident table when a
button is pressed 
with order 0.
 
2. One active link to calls the guide for the task table when the button is
pressed with order 1.
 
3. One active link which writes a child incident request to a form, which is
called from within guide 1.
 
4. One active link which writes a task request to the same form, which is
called from within guide 2.
 
I need to be able to, before I write a child incident or a task to the form,
test if the group or the assigned person or both are duplicates within the
table before I write them. If say in the task table  (and this applies to
child incidents as well) I have a task assigned to GroupA without an
assignee and I have another task assigned GroupA but this with an assignee,
I should only write the request for the latter and not the former, so that
on the assignee will be notified and not the entire group.
 
If say I have two tasks both assigned to GroupA and no person is assigned to
these tasks I should only write one of the requests to the form so that each
person in group will only be notified once.
 
Similarly if I have two tasks with GroupA and one person is assigned to both
of these tasks I should only write one of the requests to the form so that a
filter can fire on submit and send the notification.
I have tried adding two fields, one which holds the concatenated groups and
one which holds an integer from a STRSTRC call which the Active links check
before creating the requests in the from. Somehow I am not setting/checking
these in the right sequence.
 
Any help with this will be very much appreciate as I need to get this
working by Monday :(
 
Regards

frex




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Re: ARERROR 45093

[Janie]

The Incident needs to be be in the status of 'In Progress' before the task
can be initiated.  Any "pre-sequenced" tasks also need to be Closed.
 
HTH,
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Thursday, December 11, 2008 9:56 AM
To: arslist@ARSLIST.ORG
Subject: ARERROR 45093


** Hi All,
 
When i am changing task status staged to assigned it throws error that
 
"This task(or group) must be activated(from the parent) before it can be
changed to the status:assigned.ARERROR 45093"
 
Thanks & Regards,
Manoj Jain
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Re: AIE Import Stops at 130000 Records

[Janie]

Peter,

One AIE instance can use up to 2GB of memory -- if it exceeds that, it will
crash.

Each active Data mapping used on a single AIE instance splits the 2GB
evenly.  So 2 data mappings on 1 instance will allow each data mapping 1GB
when it runs.

In each data mapping, one key field mapping uses 1.2kb times the number of
records in your AR target form.  Obviously, additional keys will increase
the memory used.



Is there legitimate data in the source that contains the 'Name' field -- any
possibility it's Null and thus returning Null?

Generally, I've found that if there is a process memory limit, AIE will
crash and the process will no longer be running... At all.  If AIE is
running and the exchange is pulling data, I've found that the source data is
usually the culprit when there is a problem -- especially when the majority
of items are coming through correctly.

HTH,
Janie



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Peter Romain
Sent: Monday, November 24, 2008 2:01 PM
To: arslist@ARSLIST.ORG
Subject: AIE Import Stops at 13 Records

Hi All,

I am testing the BMC Config Management integration to CMDB via AIE and am
running into an issue with the application and patch exchanges.

CM has ~60 applications but after importing ~13 the creation of new
CMDB CIs stops. The logs show that AIE is still attempting to create CIs but
that these fail because the CMDB Name field is being set to null.

The application exchange is running in its own AIE instance and has 12
threads allocated.

Could I be hitting a fundamental AIE process memory limit on Windows?

Has anyone else seen this issue?

Cheers

Peter
ARS 7.01 Patch 3
CMDB 2.01 Patch 7
AIE 7.1 Patch 4
Windows 2003 Server
SQLServer 2005


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Re: $application$ null

[Janie]

Brien,
 
As far as I know, the $Application$ keyword refers to the actual Application
wrapper, not the Entry or Access points within the Application.  Opening the
Entry Points for an Application from the Home Page, does not mean that you
have opened the Application itself, you are accessing everything in the
application from the entry point down and around.  
 
>From the Object List, if you open the actual Application (where the 'Type' =
Application), you would of course have to log into another User tool
session; however, I believe this is the 'wrapper' that this Keyword is
referring to, and that is why the documentation says that if you access the
form from outside the application, the keyword is NULL.  
 
It doesn't mean you are doing anything wrong with your Application usage or
how you have it set up, it's just what the intended use is for the keyword.
 
I hope that makes sense...
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Wednesday, October 22, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: $application$ null


** 
:-)  Believe me the more you read on this, the more confusing it gets.  We
do use applications (associating forms to those applications, etc).  There
is even a default application called "AR System Administration".   Since
this application is a "deployable" application, it gets it's own header on
the Application List on the Home Page (local applications do not).  However,
the clickable links below this are still Entry Points defined on the forms
within that application-- thus even these are not "application mode" links.
I'm not even sure if we want "application mode" anyway, since by default it
seems to want to cordon you off from anything not in the application-- and
with the user tool it always seems to want to make you log in again in an
entirely new instance of the User Tool.  

So, I suppose I will do without $Application$.  We prefix our forms with an
acroynm of the application, ie: "Helpdesk" becomes "HD: new employee form",
etc, so I more-or-less capture application information anyway.

Thanks!

Brien


On Wed, Oct 22, 2008 at 9:18 AM, jham36 <[EMAIL PROTECTED]> wrote:


I was just doing some more reading and it is a little confusing on how
it works.  You may need to add entry points to the forms within the
application.



James Hamilton
Business Systems Manager
The NPD Group, Inc.
900 West Shore Road
Port Washington, NY 11050 USA
+ 1.516.625.2468


On Oct 22, 12:16 pm, jham36 <[EMAIL PROTECTED]> wrote:
> I think what you may need to do is to create an Application.  Define
> the forms in the application.  Choose one of the forms as your primary
> form within the application properties.  Do not set an entry point on
> any form.  Applications should automatically appear on the Home Page
> in alphabetical order as long as a user has permission to it.
> I have not tested this, but according to the admin tool help file, it
> should work.
>
> James Hamilton 
> Business Systems Manager
> The NPD Group, Inc.
> 900 West Shore Road
> Port Washington, NY 11050 USA 
> + 1.516.625.2468
>
> On Oct 21, 7:09 pm, Brien Dieterle
>
>
>
>
>
> <[EMAIL PROTECTED]> wrote:
> > I'm adding a little "report problem" button to a lot of our custom forms
to
> > basically submits a bug report for the form.  I am capturing the Form,
View,
> > etc.   I wanted to captured Application but it is null unless you open
the
> > actual application, which we apparently have not been doing :-)
>
> > From the manual:
> > $APPLICATION$: The name (not label) of the currently running
application. On
> > the web client, this keyword is set to NULL when the form is opened from
a
> > URL that does not include the application's name. In BMC Remedy User,
this
> > keyword is set to NULL when the form is opened outside of an
application.
>
> > Ok, so, have we been using (local) Applications all wrong?  We set the
Entry
> > Point on the Primary Form for each application so that it shows up on
the
> > Home Page "application" list.  Clicking these actually bypasses the
> > "application mode" completely and is like opening and independent form.
> > Everything in the manual seems to suggest than an "Application List"
(such
> > as on the homepage) is composed of links to Applications and yet...
they
> > are not.
>
> > From the manual:
> > Presenting applications to users:
> > The typical or default method to present an application to users is to
> > define entry points that appear in a home page, as explained in Chapter
9,
> > "Defining entry points and home pages."

Re: Survey URL

[Janie]

The Survey URL gets sent with the Survey ID so it will be in modify mode for
that particular survey when the user opens the link.  All they need to do is
fill in the Response values and/or comments and Save.
 
Thanks, 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steven Iocco
Sent: Thursday, October 16, 2008 6:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey URL


** Thanks Janie.  I modified the url with the mid  tier and app server name
and the midtier opened up to a search 'survey' form.  I assume once this is
configured it will open a new 'survey' form and have the Request ID field
set already? Or is this to be entered by the user?
Steve


 

  _  


Date: Thu, 16 Oct 2008 06:37:42 -0700
From: [EMAIL PROTECTED]
Subject: Re: Survey URL
To: arslist@ARSLIST.ORG

** 

The Survey URL is a data element for the Survey record in the form
SYS:Attchments.  You will need to modify the URL with the correct mid-tier
and app server name so it works in your environment.  
 
HTH, 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steven Iocco
Sent: Wednesday, October 15, 2008 6:02 AM
To: arslist@ARSLIST.ORG
Subject: Survey URL


** Can someone send an example of a survey URL that is sent out from the
service request module?  I want to see what form it brings up, and what
values it sets in the process before implementing SRM.
Thanks in advance.  
 
Steve
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Re: Survey URL

[Janie]

The Survey URL is a data element for the Survey record in the form
SYS:Attchments.  You will need to modify the URL with the correct mid-tier
and app server name so it works in your environment.  
 
HTH, 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Steven Iocco
Sent: Wednesday, October 15, 2008 6:02 AM
To: arslist@ARSLIST.ORG
Subject: Survey URL


** Can someone send an example of a survey URL that is sent out from the
service request module?  I want to see what form it brings up, and what
values it sets in the process before implementing SRM.
Thanks in advance.  
 
Steve
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Re: escalation

[Janie]

Jase,
 
Also turn on your SQL log in conjunction with the escalation log.  You
should be able to run them to the same log file.  This may give some
indication as to what qualification is failing to find any data rows in the
form.  Thad has an excellent suggestion - there does need to be at least 1
row to operate on.
 
Occasionally in the Escalation's qualification line, I've seen a ghost
character or 2 show up.  If you open the qualification box via the elipsis
and do a +, it will take you to the last character -- make sure
the last character is at position 1 since you have no qualfication.
 
HTH 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon
Sent: Saturday, October 11, 2008 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: escalation


** 
Hello All,
I am totally perplexed - I have tried every suggestion on this thread.
Added a display only field to the target form - changed the filter to use
'TR.OPERATION' = "Run Managed OS" after the escalation does a set fields and
sets the 'OPERATION' field to "Run Managed OS". I checked permissions,
changed my escalation pool to be #1, as it was NULL.
I can't figure out why this escalation is failing. 
If I change the OPERATION field to read/write, then manually enter "Run
Managed OS", workflow fires and everything works as expected.
I have tweeked this thing every which way but loose, and it just won't work.
I still get the below. with Failed Qualification error. Does anyone have an
idea as to why this thing is failing qualification? 
 
   
  /* Sat Oct 11 2008 12:35:00.0980 */Checking
+QTS:HPD:Template:ManagedOSAutoCreateNEW (enabled) : ready to fire now on
+QTS-HPD:Template
   
 --> Failed qualification
 
Thanks to All,
 
 
Jase

On Fri, Oct 10, 2008 at 4:12 PM, Danaceau, Chris
<[EMAIL PROTECTED]> wrote:


** 
Rick we do this all the time.   I use a read-only check box field on my
target form.  The escalation set's the field to "Yes" given the right
conditions.  The filter logic is:
 
'TR.CheckBoxField' = "Yes"
 

-- 

Chris Danaceau

This e-mail and its attachments are confidential and solely for the intended
addressee(s). Do not share or use them without Fannie Mae's approval. If
received in error, contact the sender and delete them.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Trevino, Rick
Sent: Friday, October 10, 2008 12:20 PM 

To: arslist@ARSLIST.ORG
Subject: Re: escalation


** 

Brian, would that not run every time someone modifies the record?


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Friday, October 10, 2008 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: escalation

 

** 

No qualification on the filter; it is just "on modify".  I set the
display-only field to $date$ for no particular reason other than that it
triggers the "on modify" filter :-).  

Brien

On Fri, Oct 10, 2008 at 8:56 AM, Trevino, Rick <[EMAIL PROTECTED]>
wrote:

** 

Brien, once your escalation runs, what is the qualification you are using
for the filter. Are you using the date field you set in the qualification ?
AR 7.0.1 patch 6

Thanks !

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
Sent: Friday, October 10, 2008 10:42 AM


To: arslist@ARSLIST.ORG
Subject: Re: escalation

 

** 

I have a filter that executes On Modify.  So I have an escalation that sets
a field to $DATE$ to trigger the modify action.  This sounds like what you
are doing, so I'm not sure why it doesn't work.   I'm even setting a
display-only field and it still works.  AR 7.1 patch 003

Brien

On Fri, Oct 10, 2008 at 8:30 AM, Trevino, Rick <[EMAIL PROTECTED]>
wrote:

** 

Good morning everyone,

Does anyone know how to trigger a filter from an escalation,

I have tried to set up a flag and set it with an escalation so it can modify
the form, to trigger the filter on modify and it does not work, but if I
modified the form manually it will kick off the filter.

Has anyone had to do this before,

Thanks Rick

 

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Re: Q about Crystal Enterprise 9.0

[Janie]

I believe that if you log into the CE admin interface (Configuration Manager
or Launchpad, perhaps) and find the File Repository (input/ouput) link, I
believe the history for all CE reports are listed there.   Sorry, I don't
remember the exact terminology.
 
Otherwise, I had thought that each report folder had history, but perhaps
that is applicable only to the reports themselves.
 
 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie :CO IS
Sent: Friday, September 26, 2008 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Q about Crystal Enterprise 9.0


** 
I know that this isn't a question about Remedy but you guys might be able to
answer anyway.
 
I have been asked to get a list of the reports that have been recently run
out of ePortfolio.  Does anyone know how I can do this or maybe a good
resource to find out how to do this.
 
The closest thing I found would require me to manually slog through about 30
pages with 50 reports listed on a page.
 
Thanks!!!
 
Crystal Enterprise 9.0
 
 
  _  


Christie Pargeter 
Legacy Health System  
IS - Programming
SR Technical Analyst
[EMAIL PROTECTED]  <mailto:[EMAIL PROTECTED]> 
  System Office 
tel: 503-415-5149   
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<>

Re: Incident Management bug worth noting

[Janie]

William,
 
We had a 703 p7 install here and our qualification did not include the
Status qualifier.  Maybe it's a 700 through 702 where it does exist and was
changed on 703?
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Wednesday, September 10, 2008 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management bug worth noting


** 
Hmmm...I am seriously concerned about what is going on here.  I am 100%
positive one of the two boxes is OOB  - the other I can't verify since other
people have been on it at times.
 
Thanks for checking that.

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, September 10, 2008 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Management bug worth noting


** 

I just checked mine too.. no modifications or customizations done on this
system here as its a vanilla install used for demonstrations etc to
management..

 

The condition is

 

( 'Status' = "Resolved") AND ( 'Last Resolved Date' < ($TIMESTAMP$ -
1296000))

 

We are on Patch 007 as well of the ITSM applications..

 

Cheers
 

Joe D'Souza
Remedy Developer / Consultant,
Shyle Networks,
New Jersey.


- Original Message 
From: William Rentfrow <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, September 10, 2008 9:24:14 AM
Subject: Incident Management bug worth noting

** 
If you are using IM 7.03 (and I presume all of the versions) there is a
bug/inefficiency worth fixing that I stumbled across - especially if you are
using auditing.
 
I reported this to BMC already - here's the write-up I sent them:
 
In Incident Management 7.03 there is an escalation named:
 
HPD:INC:AutoCloseResolved (Interval, 1 day)
 
This qualification auto-closes any Incident that is Resolved.  However, it
is also updating EVERY incident that is already closed because the "Run if"
qualification for this escalation is:
 
'Last Resolved Date' < ($TIMESTAMP$ - 1296000)
 
This is causing server slow downs when it runs.  This problem is MUCH worse
if you have auditing turned on for the HPD:Help Desk form and you are
auditing the 'Status' field.  You get a new record every day for each
already closed record in the HPD:Help Desk form that are older than the
qualification.
 
On our system for instance there are approximately 70,000  closed records
old enough to qualify.  Each day all of those records are have their status
set to closed even though it is already set to closed.  The audit record
created shows the status field changed from "Closed" to "Closed".
 
So every day when this runs it is updating 70, HPD:Help Desk records and
creating an additional 70,000 Audit records.
 
The fix is easy of course - you just add the Status to the qualification
like this:
 
'Last Resolved Date' < ($TIMESTAMP$ - 1296000) AND 'Status' < "Closed"
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227

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Re: AIE Flatfile External Vendor Query

[Janie]

I did see that in the documentation and tried it -- to no avail.  
 
I've concluded that the LIKE operator may not work in conjunction with the
OOTB file adapter provided by BMC with the AIE engine.
 
JT's method was useful, with the > and < but doesn't allow for a multi
search function so you can't have ((this>'a' and this <'b') or (this >y and
thismailto:[EMAIL PROTECTED] On Behalf Of Zainub Gaffoor - BCX
Sent: Wednesday, September 10, 2008 1:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Flatfile External Vendor Query


** 

Seems like wildcards are not needed when using the LIKE statement.

 

In reference to the AIE administrators guide (page 56) - see excerpt below:

LIKE Performs a pattern search. For example, 'Submitter' LIKE "Bob" finds

all requests with a submitter name that begins with the letters "Bob"

(such as Bobby Compton).

 

So in effect you should try  - Computername like "ES"

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: 09 September 2008 06:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Flatfile External Vendor Query

 

** 

Wildcards seem to not work. However, > and < do.

 

Would something like this satisfy your requirements?

 

Computername > "ES" AND Computername < "ET"

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman
Sent: Tuesday, September 09, 2008 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Flatfile External Vendor Query

 

LIKE is a database operator and may not work with an external data source
that is a flat file.

 

Wonder if this would work:

 

Computername = "ES*"

 

.just a shot in the dark

 

--- J.T. Shyman

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Janie
Sent: Tuesday, September 09, 2008 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Flatfile External Vendor Query

 

I did try that as well.  It doesn't pick anything up.

 

If I do Computername = "ESxxx" that works.  It just seems that the LIKE
qualifier will not find any rows.

 

Any more ideas?

 

Thanks, 

 

Janie

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Zainub Gaffoor - BCX
Sent: Tuesday, September 09, 2008 12:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Flatfile External Vendor Query

** 

Hi Janie,

 

Try using double quotes.

   i.e. Computername like "ES%"

 

Hope that helps J

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Janie
Sent: 09 September 2008 06:12 AM
To: arslist@ARSLIST.ORG
Subject: AIE Flatfile External Vendor Query

 

** 

Hi,

 

Does anyone have a sample of an AIE Flatfile External Data Store Query ? 

 

I am using a Like statement but it isn't limiting the key data...

 

Computername like 'ES%'

 

Does anyone see anything wrong with that statement?  Computername is coming
from the flatfile.  It's been selected from the External Data Store Fields. 

 

 

Thanks,

 

Janie  <mailto:[EMAIL PROTECTED]> 

 

 

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Re: AIE Flatfile External Vendor Query

[Janie]

I did try that as well.  It doesn't pick anything up.
 
If I do Computername = "ESxxx" that works.  It just seems that the LIKE
qualifier will not find any rows.
 
Any more ideas?
 
Thanks, 
 
Janie
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Zainub Gaffoor - BCX
Sent: Tuesday, September 09, 2008 12:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: AIE Flatfile External Vendor Query


** 

Hi Janie,

 

Try using double quotes.

   i.e. Computername like "ES%"

 

Hope that helps J

 

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Janie
Sent: 09 September 2008 06:12 AM
To: arslist@ARSLIST.ORG
Subject: AIE Flatfile External Vendor Query

 

** 

Hi,

 

Does anyone have a sample of an AIE Flatfile External Data Store Query ? 

 

I am using a Like statement but it isn't limiting the key data...

 

Computername like 'ES%'

 

Does anyone see anything wrong with that statement?  Computername is coming
from the flatfile.  It's been selected from the External Data Store Fields. 

 

 

Thanks,

 

Janie  <mailto:[EMAIL PROTECTED]> 

 

 

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AIE Flatfile External Vendor Query

[Janie]

Hi,
 
Does anyone have a sample of an AIE Flatfile External Data Store Query ? 
 
I am using a Like statement but it isn't limiting the key data...
 
Computername like 'ES%'
 
Does anyone see anything wrong with that statement?  Computername is coming
from the flatfile.  It's been selected from the External Data Store Fields. 
 
 
Thanks,
 

Janie  <mailto:[EMAIL PROTECTED]> 

 <http://www.columnit.com/>  

 

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Re: AR System install error - Oracle

[Janie]

That's a good point Joe - I think there is a TNS listener that needs to be
running in the Oracle DB.  SQLPlus would tell you if it is/isn't running
since it connects via tnsnames.ora

 

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza
Sent: Wednesday, August 20, 2008 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: AR System install error - Oracle

 

Asking the obvious so pardon me.. Has the Oracle client libraries been
installed? If so try connecting using sqlPlus.. If you get the same error
when you sqlPlus to it, you may want to restart the db sever instance..
Maybe the console is up but the db server isn't?

 

Joe

 

 

- Original Message 
From: Rick Cook <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 20, 2008 4:53:13 PM
Subject: Re: AR System install error - Oracle

** 

Ok, I added the ORACLE_HOME variable (C:\oraclexe\app\oracle\product\10.2.0)
to the tnsnames.ora file, and to the Windows environmental settings.
Restarted the Oracle services, and I still get the same error.

Any other ideas?

Rick

On Wed, Aug 20, 2008 at 1:24 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

** 

I recently had to use emca on the db server to create the database
repository after moving an oracle database between domains, and surprise
surprise.. I did need to set that in the dos environment before running it
else it failed to connect.. Setting your ORACLE_HOME may not be such a bad
idea afterall..

 

Is the database remote? You would also need your TWO_TASK if so..

 

Joe

 

- Original Message 
From: Rick Cook <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wednesday, August 20, 2008 4:08:21 PM
Subject: Re: AR System install error - Oracle

** 

I have the tnsnames.ora file.  There is no ORACLE_HOME variable therein, but
I don't think I need that for a local DB - ditto for the TWO_TASK.  I put
the SID in myself.  The client is the same version (10g) as the local Oracle
server.

Rick

On Wed, Aug 20, 2008 at 12:04 PM, Grooms, Frederick W
<[EMAIL PROTECTED]> wrote:

** 

I don't believe Oracle uses the Registry on Windows.   There should be a
tnsnames.ora file in /Network/Admin.   See if you have an
environment variable of ORACLE_HOME  (You may also have TWO_TASK and
ORACLE_SID defined).

 

Also make sure which Oracle client you have installed.  ARS 7.1 uses the
Oracle 10g (32 bit) client

 

Fred

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Wednesday, August 20, 2008 11:39 AM
To: arslist@ARSLIST.ORG
Subject: AR System install error - Oracle

I am trying to install AR System 7.1 patch 4 on an Oracle 10g Express
platform on a Windows box.  The Oracle services are running, I can log in
and navigate in the browser-based Administration, so I am pretty sure that
the DB is up.  However, the AR System installer seems to think otherwise.  I
get this error message when specifying the DB information:

"Could not connect to the database.  Verify the selected Database Server is
running".

There's only one instance of the DB running, and the SID is specified as
"XE" both in the installer and in the tnsnames.ora file.  I got that value
from the Registry.

So what am I missing here?

Rick

 

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Re: SMS2CMDB with CMDB 2.1

[Janie]

Maybe it's too early for me yet, but I thought the latest version of ITSM
(Asset) was 703 Patch 8.  isn't 7.1 the ARS version?

 

Thanks, 

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of David Charters
Sent: Wednesday, August 20, 2008 6:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: SMS2CMDB with CMDB 2.1

 

I have used it. I had issues getting the ariportcmd to work right (I kept
getting mapping errors, I believe this was associated to the fact that I
have 2 arservers on one physical machine) so I manually imported each arx
file which did not take long.

The only other gotcha I saw was that there seemed to be some case
sensitivity in AIE when it came to the logins.

I would however upgrade to Asset 7.1 if at all possible. We were told by BMC
support that there would be some long term issues with upgrading if we
elected to upgrade at a later date. So we upgraded to all the latest and
greatest before we did AIE and SMS to CMDB.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Janie
Sent: Tuesday, August 19, 2008 10:55 PM
To: arslist@ARSLIST.ORG
Subject: SMS2CMDB with CMDB 2.1

 

Hi all,

 

Wanted to get any feedback from anyone who has installed SMS2CMDB 1.6.2 on
ARS 7.1, AIE, CMDB 2.1, and ITSM (Asset) 703  

 

To begin with, this would be the stock integration.

 

Mainly I am wondering if the ARS versions mentioned above will work for the
Integration?

 

Any feedback, tips, warnings are appreciated.

 

Thanks, 

 

Janie

 

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Re: SMS2CMDB with CMDB 2.1

[Janie]

Thanks Kelly.

 

One more question - I haven't seen the actual SMS db - I see the integration
is for SMS 2003.  Do you know if the layout between SMS 2000 and SMS 2003
would require a significant rework to the data exchanges and mappings due to
different table and column names on SMS?

 

Thanks, 

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kelly Deaver
Sent: Wednesday, August 20, 2008 4:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: SMS2CMDB with CMDB 2.1

 

I've not used the integration lately but yes that combination is compatible.

 

Kelly Deaver

 <mailto:[EMAIL PROTECTED]> [EMAIL PROTECTED]

(Yes, I work for BMC. This post reflects the opinions of the poster and not
the offical opinion of BMC)






 Original Message 
Subject: SMS2CMDB with CMDB 2.1
From: Janie <[EMAIL PROTECTED]>
Date: Tue, August 19, 2008 9:55 pm
To: arslist@ARSLIST.ORG

** 

Hi all,

 

Wanted to get any feedback from anyone who has installed SMS2CMDB 1.6.2 on
ARS 7.1, AIE, CMDB 2.1, and ITSM (Asset) 703 

 

To begin with, this would be the stock integration.

 

Mainly I am wondering if the ARS versions mentioned above will work for the
Integration?

 

Any feedback, tips, warnings are appreciated.

 

Thanks, 

 

Janie

 

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SMS2CMDB with CMDB 2.1

[Janie]

Hi all,

 

Wanted to get any feedback from anyone who has installed SMS2CMDB 1.6.2 on
ARS 7.1, AIE, CMDB 2.1, and ITSM (Asset) 703 

 

To begin with, this would be the stock integration.

 

Mainly I am wondering if the ARS versions mentioned above will work for the
Integration?

 

Any feedback, tips, warnings are appreciated.

 

Thanks, 

 

Janie

 


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Re: Loading Mappings failed: The import was not attempted- arimportcmd from the command line

[Janie]

Carey is right on -x flag.

The Load Mappings failed means one of 2 things: either the mapping file
wasn't found in the command line or there is something wrong in the mapping
file.

I've had better success with using the command line in specific ordered
format and quotes:

arimportcmd.exe -u "**" -p "" -x "server" -a 51000 -d
"F:\Program Files\AR System\HOME\ARCmds" -l "arlog.txt" -m
"ImportComputerData"

The second thing to check is the contents of ImportComputerData.
- The name of the mapping has to be used (first line in the file)
- The import data file mentioned in the mapping has to be accessible to the
command.  Sometimes adding the -o parameter before the -d parameter helps to
indicate if this is the problem.
- The mappings have to be correct or you will get this error.
- I always make the -m parameter the last item on the command line as it is
extremely picky

HTH,
 
Janie
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Tuesday, August 19, 2008 4:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Loading Mappings failed: The import was not attempted-
arimportcmd from the command line

Chris,

It may be a typo... but where is the -x flag?


arimportcmd
 -u 
[-p ]
 -x 
[-w ]
[-r ]
[-a ]
[-l ]
[-e ]
[-n ]
[-t ]
[-o ]
[-f ]
[-v ]

[
-M 
]
OR
[
-m 
-d  
]

Use either a combination of -m and -d, or -M, to specify the mapping
to use. You cannot use both the combination of -m and -d with -M; they
are mutually exclusive.


FWIW: The v7.1 doc (Pg 206 of Integrating-710.pdf) seem to suggest
that -x is optional when using a mapping file. However I suspect that
is only true when using the -M option. ( But I may be interpolating to
much on these features. YMMV.) And the "Importing without mapping"
appears to indicated that -x is required. So maybe it is just a bug
that the server name is not used from the mapping file?

Anyways.. It just a WAG.. ( It is really hard to guess what could be
wrong when there is no reported error. Did the log file have anything
in it? )

-- 
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 Mon, Aug 18, 2008 at 4:34 PM, Moore, Christopher Allen
<[EMAIL PROTECTED]> wrote:
> **
>
> Hey list-
>
>
>
> A co-worker of mine was trying to run arimportcmd.exe from the command
line
> to import a file and got the following error:
>
> Loading Mappings failed: The import was not attempted
>
>
>
> Here's the line he used:
>
> arimportcmd.exe -u "**" -p "" -a 51000 -l arlog.txt -m
> "ImportComputerData" -d "F:\Program Files\AR System\HOME\ARCmds"
>
>
>
> He's called BMC support (Friday) but nothing from them yet, and he's seen
a
> reference that running arimportcmd from the command line stopped working
> properly at ~7.0 p2.
>
>
>
> Does anyone have any information about this error?
>
>
>
> I did see an older post on the list from 2005 doing something similar in
> 6.3, but there was no resolution there.  Only "some of us on the list have
> reverted back to using the 5.x Import tool to perform our imports.
>
> OK, I'm going to attempt to use a 5.x version of arimportcmd to see if it
> will work.
>
> Wish me luck..."
>
>
>
> Thanks,
>
> Chris


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Re: ARGetMultipleCurrencySetRatios X a zillion

[Janie]

I've seen this type of API logging every time the Default and Actual Cost
values are set on the Financial tab -- specifically Incident (b/c it's used
heavily), but it could occur anywhere.  

The workflow sets the Cost fields to $DEFAULT$ and then sums the Cost from
the table.  The Active Links seem to have a Currency Conversion function in
the setting of the field -- but the calls occur whether or not the
Conversion function is used.

For what it's worth, I did set up some default currency ratios and didn't
see any change in API logging.  I also have defaults set for the fields and
the API still calls for the ratios.

I know this doesn't actually solve the issue but just wanted to post it in
the event that it helps William with the recreation of the issue and helps
anyone figure out where the issue really is.  Personally, I would think it's
a bug--that the setting in ar.cfg is being disregarded but I have no way
proving that.

Janie


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Thursday, August 14, 2008 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARGetMultipleCurrencySetRatios X a zillion

Are there currency fields on the form that the user is opening?

Axton Grams

On Thu, Aug 14, 2008 at 11:54 AM, William Rentfrow
<[EMAIL PROTECTED]> wrote:
> Here's a snippet of what's happening - User ID's and IP addresses
> removed (XX, 1.1.1.1 are not real obviously):
>
> /* Wed Aug 13 2008 12:50:07.6113 */+GMCRS
> ARGetMultipleCurrencyRatioSets -- as user XX from Mid-tier (protocol
> 13) at IP address 1.1.1.1
> /* Wed Aug 13 2008 12:50:07.6517 */+GMCRS
> ARGetMultipleCurrencyRatioSets -- as user XX from Mid-tier (protocol
> 13) at IP address 1.1.1.1
> /* Wed Aug 13 2008 12:50:07.6983 */+GMCRS
> ARGetMultipleCurrencyRatioSets -- as user XX from Mid-tier (protocol
> 13) at IP address 1.1.1.1
> /* Wed Aug 13 2008 12:50:16.0895 */+GMCRS
> ARGetMultipleCurrencyRatioSets -- as user XX from Mid-tier (protocol
> 13) at IP address 1.1.1.1
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Wednesday, August 13, 2008 8:12 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARGetMultipleCurrencySetRatios X a zillion
>
> Can you post an entry from the api logs for one of the calls?
>
> Axton Grams
>
> On Wed, Aug 13, 2008 at 3:31 PM, William Rentfrow
> <[EMAIL PROTECTED]> wrote:
>> **
>> I have been troubleshooting an unrelated problem.  In 40 minutes of
>> server side logging I have 509 instances of this API call happening.
>> Each one is about 4/1000 of a second long or a total of 2 seconds of
>> time in 40 minutes = 3 seconds of time an hour.
>>
>> Granted this is very small - but I am in a large environment and we
>> are having performance problems.  Every one that can be solved will
>> be.  However, I am not too familiar with what controls this API call.
>
>> Since we are doing zero financials and no foreign currency this call
>> is not (strictly speaking) needed.
>>
>> The server configuration guide (7.1) says the "Currency Ratio Cache
>> Refresh Interval" is the setting to change for this.  It's defaulted
>> to 60 seconds meaning each client will check the ratios once every
>> minute.  This makes complete sense to me if you are dealing in any
>> financials with foreign currency.
>>
>> However, I can see in the logs that this API call happens a LOT more
>> than every 60 seconds- like every few seconds during a save of an
>> Incident for example.  It's called 4 times in 13 seconds for the same
>> user (and 3 of those are in the span of 1/10 of a second) in one
>> example and this just seems pointless.
>>
>> Anyone know how to slow this down to something more like once an hour
>> per user?  It's overkill X a zillion right now.
>>
>> William Rentfrow, Principal Consultant [EMAIL PROTECTED] C
>> 701-306-6157 O 952-432-0227
>>
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Re: ARGetMultipleCurrencySetRatios X a zillion

[Janie]

William,

 

Have any Currency Ratios actually been defined on the system?  

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Wednesday, August 13, 2008 12:31 PM
To: arslist@ARSLIST.ORG
Subject: ARGetMultipleCurrencySetRatios X a zillion

 

I have been troubleshooting an unrelated problem.  In 40 minutes of server
side logging I have 509 instances of this API call happening.  Each one is
about 4/1000 of a second long or a total of 2 seconds of time in 40 minutes
= 3 seconds of time an hour.

 

Granted this is very small - but I am in a large environment and we are
having performance problems.  Every one that can be solved will be.
However, I am not too familiar with what controls this API call.  Since we
are doing zero financials and no foreign currency this call is not (strictly
speaking) needed.

 

The server configuration guide (7.1) says the "Currency Ratio Cache Refresh
Interval" is the setting to change for this.  It's defaulted to 60 seconds
meaning each client will check the ratios once every minute.  This makes
complete sense to me if you are dealing in any financials with foreign
currency.  

 

However, I can see in the logs that this API call happens a LOT more than
every 60 seconds- like every few seconds during a save of an Incident for
example.  It's called 4 times in 13 seconds for the same user (and 3 of
those are in the span of 1/10 of a second) in one example and this just
seems pointless.

 

Anyone know how to slow this down to something more like once an hour per
user?  It's overkill X a zillion right now.

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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Re: CMDB Categorization

[Janie]

Is your Product Categorization attached to the Global Company?  If not, is
the Company the Categorization attached to the same as the Company for the
CI?

Janie


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of versicle
Sent: Tuesday, August 12, 2008 2:19 PM
To: arslist@ARSLIST.ORG
Subject: CMDB Categorization

I've added a Product Categorization of "Hardware->Personal
Computer->Desktop"
I added this as a CI Type of Computer System, but when I go to save a new
Computer System record with this categorization I receive an error message:

"The Product Categorization Tiers are not valid.  Please use the menus
provided for these fields to select this information. (ARERR 44757)"

An ideas?
-- 
View this message in context:
http://www.nabble.com/CMDB-Categorization-tp18952772p18952772.html
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.


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Re: Major index problem

[Janie]

The Cleanup for "HPD:CFG Ticket Num Generator" is handled from the
'SYS:Application Cleanup' form.  There is an entry in the form for "HPD:CFG
Ticket Num Generator" - most likely the retention period is 1 day,  There is
an escalation on the SYS:Application Cleanup form that runs every night at
12:05 AM.  This sets the keyword to START, a filter then pushes the DELETE
keyword to the "HPD:CFG Ticket Num Generator" form if the entries exceed the
retention period and a filter on that form processes the delete action.
That's why you have entries from yesterday - because it's only Tuesday -
tomorrow you will see entries from Tuesday forward and Monday's should be
gone.

 

 

As for your statement of something is inserting the Incident Number - have
you identified this workflow?   The Incident Number on "HPD:CFG Ticket Num
Generator" is Request ID field 1 - the workflow that uses this field is
Filter: HPD:INC:GIN_010_SetINCNumber-P  -- there are also other Active Links
that use this when creating relationships from Incident to Incident.  The
general theory is that a Push fields action pushes the 'Submitter' field
with the $User$ which creates an entry on the "HPD:CFG Ticket Num
Generator", then a Set Fields action gets the $LASTID$.

 

Have you been able to identify if this happening only when creating
Incidents or is it occurring at a different time?

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Roger Medsker
Sent: Tuesday, August 12, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Major index problem

 

I believe that the record is created with a  value in one of the fields that
triggers a filter on the form that performs an "Application-Delete-Entry"
process call to delete itself.

 

Roger

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, August 12, 2008 11:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Major index problem

 

** 

I think you're right.

On Tue, Aug 12, 2008 at 9:30 AM, William Rentfrow
<[EMAIL PROTECTED]> wrote:

** 

Anyone know what escalation?  There's no escalation based directly off of
that table so I suspect it's one of the cleanup ones.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, August 12, 2008 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Major index problem

** 

William, if memory serves, the records in that form get flagged for deletion
after the Incident is created, and an Escalation deletes them.

Rick

On Tue, Aug 12, 2008 at 9:18 AM, William Rentfrow
<[EMAIL PROTECTED]> wrote:

** 

We are having a fairly serious problem in IM 7.03.

 

Sometimes - and with no consistency - users will get a "unique index
violation" error when creating an incident.

 

After extensive research I've found the following to be true:

 

1.) The error is valid.

2.) The error happens because the system is trying to insert a duplicate
Incident Number into the HPD:Help Desk form

3.) The duplicate Incident Number that is attempting to be saved did NOT
come from the same user - therefore it's not a client workflow issue.  IE -
it's not a workflow bug where the field isn't being cleared out on the
client between creations of incidents.

4.) There appear to be old/extra records in "HPD:CFG Ticket Num Generator"
from the past two days.  There are no entries prior to Monday

 

Does anyone know how the form "HPD:CFG Ticket Num Generator" works in terms
of when/how it gets emptied?

 

William Rentfrow, Principal Consultant

[EMAIL PROTECTED]

C 701-306-6157

O 952-432-0227

 

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Re: Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console

[Janie]

Go to:
> user tool > app admin console > custom config tab > Requester Console >
Requester Console Options > Rules

Search to see if you have an entry already created.

Make sure Status is enabled.
Make sure 'Enable Survey' is set to Yes.


Janie


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of MCrawford
Sent: Monday, July 28, 2008 9:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Survey Help Request: Creation via HPD:Help Desk in addition to
Requester Console

I have enabled this option and it does not create any surveys when
resolving or closing an incident created/closed from HPD:Helpdesk

The only thing it appears to do is add the ticket to the requester
console 'My Requests' table view.  When the incident is resolved,
there is no survey created, when the incident is closed, there is no
survey created.

Surveys are enabled via the Requester Console Rules.  "Create Request
on Submit" is enabled.  Surveys are not being generated at all.  Any
thoughts?

On Jul 15, 5:23 pm, Mark Seiler <[EMAIL PROTECTED]> wrote:
> No customization is required. To enable Surveys for Incidents created in
> both the RC and via HPD:Help Desk and to allow users the ability to view
> client-created tickets on their Requester Console, there is a single
setting
> on the Incident Rules form. Go to:
> user tool > app admin console > custom config tab > incident mgmt >
advanced
> options > rules
> Select the button labeled "Create Request on Submit"
> Hope this helps!
>
> On 7/15/08, MCrawford <[EMAIL PROTECTED]> wrote:
>
>
>
>
>
> > Greetings,
>
> > It appears that OOTB Remedy 7.x only creates/sends out customer
> > surveys when creating an incident request via the Requester console.
>
> > In our environment we would like the Surveys to be created/sent out
> > when an Incident is Resolved directly from the HPD:Help Desk Incident
> > form.  Do any of you have any information or helpful advice to offer
> > in regards to this customization?
>
> >

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Re: Full Outer Joins?

[Janie]

OOB Joins are Left Outer from Parent to Child forms.  Not Full Left/Right
Outer..  

 

Someone else may have additional thoughts on how to simulate a Full Outer
join within the confines of AR System joins, but as far as I know what you
are trying to do may have to be rethought for a different approach..

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa
Sent: Wednesday, July 23, 2008 9:43 AM
To: arslist@ARSLIST.ORG
Subject: Full Outer Joins?

 

Does AR System support Full Outer Joins on a Join Table? 

I need to combine the results of both left and right outer joins. The joined
table will contain all records from both tables, and fill in NULLs for
missing matches on either side.

Our environment: 
AR Server 7.0.1 Patch 3 
MT 7.0.1 Patch 5 
Oracle 10i 

Lisa Kemes 
AR System Developer 
Tyco Electronics 
717-810-2408 tel 
717-810-2124 fax 
[EMAIL PROTECTED] 

 

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Re: ITSM Survey Write Licence Error

[Janie]

Also take a look at the fields that are being updated on SRM:Survey and
SRM:Survey_ResponseHolder.  I don't believe that those fields have
'Submitter' change permissions on them which would in turn prevent a user
from updating them even if the Submitter was set to the correct login name.

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Wednesday, July 23, 2008 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Survey Write Licence Error

 

You are correct Peter.  The assumption is that the person filling out the
survey (from the Requester Console), is also the person who submitted the
initial request.  Otherwise, I don't think that the survey would even show
up in the Requester's console to complete.

 

Leonard

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, July 23, 2008 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Survey Write Licence Error

 

I believe in addition to what you listed below, the Submitter of each
SRM:Survey record must be set to the requester that has the read access that
is receiving the survey link.

 

Otherwise the system will not let those Read licensed users update tickets
submitted by other ids (only allow them to update records submitted with
their ID).

 

 

Thanks 
Peter Lammey 
ESPN MIT Technical Services & Applications Management 
860-766-4761 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Wednesday, July 23, 2008 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Survey Write Licence Error

** 

Hi Lei,

We ran into a similar issue with Surveys (write license error) and found
that  the following conditions had to exist in order to make it work.

1.  The server is in Submitter Mode (Locked) 
2.  A user record exist in CTM:People (read license) 
3.  A user record exists in the (User) form. 

Note: A survey record is not created by the requester when they fill out the
survey in the Requester console.  The survey record is created when the
incident is resolved by a support staff person.  When the requester fills
out the survey, they are "Responding" to and existing survey record, and
thus, a modification to the record is made.  We also found that the
conditions mentioned above also needed to exist in order for the requester
to be able to "Reopen" an incident from the requester console.

HTH

Leonard Neely

 

Column Technologies 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Liu, Lei
Sent: Wednesday, July 23, 2008 8:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Survey Write Licence Error

 

Does anyone have suggestions? I tried on my fresh VM this morning, but got
the same "Write License Error".

Regards,

Lei 

 

  _  

From: Liu, Lei
Sent: Tue 7/8/2008 12:37 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Survey Write Licence Error

Hi,

We turned on our survey last week, but end users with requester console
access only had reported that they had a write licence error whenever they
submitted surveys. However their answers indeed went into SRM:Survey form
(with users' logon as submitter). The "Submitter Mode" on server is set to
"Locked".

Did anyone encounter this issue before? Any suggestions?

Regards,

Lei

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Asset Mgmt: Target Cost Centers and cost distribution

[Janie]

I have set up a Source cost center and 2 target cost centers with equal
distribution.

I am trying to understand where the split in costs occur for this split cost
center?

I had assumed that when you create an Asset and create a purchase cost
against the source that it would in turn create two cost entries for the
target cost centers; however, this is not happening.

Perhaps, I am not understanding the intended use of this functionality???

Can someone explain where you would see the split costs or if you can?

AM 703 P7

thanks!!

 

Janie

 


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Re: Wrong AR server in email link

[Janie]

I thought the Server Name that was inserted in URLs for Notifications was
inserted from the Server value on the Connection tab of whatever Registry
Name entry in the CAI Application Registry form.  Maybe that's only the
Survey link..

 

Janie

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, July 16, 2008 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wrong AR server in email link

 

Here is my reply to an email subject

 

WEB URL has IP Address in $SERVER$

 

on 6/26, hope it helps

 

I recently went through an exercise with BMC regarding the 'server=' value
when using the 'Web URL' notification.  The short answer is that remedy uses
it's 'fqdn' when doing these links, and there is no configuration option
available to configure it, in your situation I must assume it's using the IP
because it can't get the 'name.domain.com'but in either case...you have
no options to configure this.  A 'workaround' to this problem was pointed
out, and it ended up coming from our own Misibut the work around is to
write a filter on your AR Server Email Messages form with a qual of 

 

 'Plain Text Body' LIKE  "%&server=&%"

 

and have a setfield action similar to

 

REPLACE($Plain Text Body$,  "&server=&",  "&server=&")

 

I implemented this work around and it works very wellbut I tried opening
a bug on this, they gave the standard 'working as designed' spiel, so I
opened an enhancement request to make it possible to specify the value in
this URL...who knows if we will ever get this enhancementso for the time
being, I just have this in my 'bag of tricks'.  Let me know if this does it
for you.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Melissa
Sent: Wednesday, July 16, 2008 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wrong AR server in email link

** 
Apparently I am not searching correctly because I cannot find anything
related to this issue. 






LJ Longwing <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"
 

07/16/2008 02:10 PM 


Please respond to
arslist@ARSLIST.ORG


To

arslist@ARSLIST.ORG 


cc

 


Subject

Re: Wrong AR server in email link

 


 

 




** 
do a search in the archives a few weeks ago on this subject 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of SUBSCRIBE arslist Melissa
Sent: Wednesday, July 16, 2008 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Wrong AR server in email link

** 
We have two servers (both version 7.0.1 patch 5 on windows VMs) set up in a
server group.  When email notifications are sent out, the AR Server part of
the link has the server group alias and the domain.  There are two domains
possible for our servers.  We added the Domain-Name paramter to the ar.cfg
to force it to use the domain we need (which is the one configured in
mid-tier).  It doesn't appear to be picking up the domain that we entered in
the Domain-Name.  Does anyone know how we can for the email link (this is
ootb box functionality for notifications in Service Desk) to have the domain
name we want it to be instead of using the one on the application server? 

Thanks!
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Re: Survey Help Request: Creation via HPD:Help Desk in addition to Requester Console

[Janie]

Surveys are a part of the SRM product--Service Request Management and thus
fall under the Requester Console (Service Requests) not HPD:HelpDesk
(Incidents).  

If the Requester Console is turned on 
(Application Administration Console/Custom/Requester Console/Application
Settings--enable Requester Console =Yes)
and Surveys status is enabled ((Application Administration
Console/Custom/Requester Console/Requester Console
Options/Rules--EnableSurvey = Yes ), 
the surveys should send out regardless of where they are created from --
Incident or Requester Console since the Incident form will always interface
with the Service Request--which creates the Survey when it is Completed.

Someone should correct me if I'm wrong, but I believe that is the
appropriate method to do what you want.

HTH, 
 
Janie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of MCrawford
Sent: Tuesday, July 15, 2008 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Survey Help Request: Creation via HPD:Help Desk in addition to
Requester Console

Greetings,

It appears that OOTB Remedy 7.x only creates/sends out customer
surveys when creating an incident request via the Requester console.

In our environment we would like the Surveys to be created/sent out
when an Incident is Resolved directly from the HPD:Help Desk Incident
form.  Do any of you have any information or helpful advice to offer
in regards to this customization?


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Re: Crystal Reports don't display

[Janie]

Dwayne, 

Have you cycled the Crystal Enterprise server services?

I have seen this happen many times when a Report gets stuck in the Crystal
PageServer service.  I've found that recycling all of the services seems to
work the most efficiently, but one can try just stopping the Pageserver and
restarting it.

HTH, 
 
Janie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Dwayne Martin
Sent: Tuesday, July 15, 2008 12:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal Reports don't display

Troy,

Thank you for your reply.  But no, the permissions haven't changed, and I am
running as Administrator.  The blank white screen only happens in Mid-Tier.
In the WUT it shows the hour-glass for three seconds, but nothing else
happens.  I haven't changed any of the ODBC setting.

But thanks for your suggestions.  I'm grateful for any ideas I can get.

Dwayne

 Original message 
>Date: Tue, 15 Jul 2008 08:48:46 -0700
>From: Troy Sasso <[EMAIL PROTECTED]>  
>Subject: Re: Crystal Reports don't display  
>To: arslist@ARSLIST.ORG
>
>Dwayne,
>
>Did any of the custom form permissions change by chance?  I've had this
happen in past where the CR runs perfectly.  But when added and run from an
entry in the WUT Report form, shows a blank screen.  This turned out to be
related to permissions on the custom form anf form fields.
>
>Or, have any of your ARServer settings, ODBC settings changed since Friday?
>
>
>Troy
>
>--- On Tue, 7/15/08, Dwayne Martin <[EMAIL PROTECTED]> wrote:
>
>> From: Dwayne Martin <[EMAIL PROTECTED]>
>> Subject: Crystal Reports don't display
>> To: arslist@ARSLIST.ORG
>> Date: Tuesday, July 15, 2008, 7:54 AM
>> Dear List,
>> 
>> We have a CallEntry form with four buttons.  Each button
>> calls its own Active Link, which displays its own Crystal
>> Report for that particular entry.  Each Crystal Report is
>> attached to a "Report" form entry.
>> 
>> Friday all four of them worked.  Yesterday (and still
>> today) one of the reports refused to display.  You could
>> click the button and the hour glass would appear for a few
>> seconds, but no report.  In Mid-Tier it displays a blank
>> white page.  The report still displays in Crystal itself,
>> including the same entries that won't display in Remedy. 
>> 
>> 
>> The question is, Is the problem in the Crystal Report, or
>> the "Report" entry?  
>> 
>> If I try the CR in a different "Report" entry that did
>> display, it doesn't display there either.  On the other
>> hand, if I attach a Crystal Report that displays in other
>> "Report" entries, to this "Report" entry, it
>> doesn't display.   It looks like both the Crystal Report
>> AND the "Report" entry have gone bad.  ( I also have
>> another "Report" entry that doesn't work for no
>> apparent reason no matter what Crystal Report I attach to
>> it.)
>> 
>> The workflow.log is identical for the reports that display
>> and don't display.  
>> 
>> The "Report" entries that work and those that don't
>> are identical except for Report Name and Report Set Name.
>> 
>> I am running as Administrator, so there shouldn't be any
>> permissions issue.
>> 
>> I am totally stumped.  Any suggestions?
>> 
>> (ARS and WUT 7.1 patch 3, CR IX, RH Linux server, Oracle
>> 10.2 db)
>> 
>> Dwayne Martin
>> James Madison University
>
>
>  
>
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Re: Using an Alias with MidTier

[Janie]

Server Name is just the regular name of the Server.  IP-Name is the fully
qualified domain name and the alias.  I have 2 separate lines in ar.conf for
these names.

The mid-tier arserver list includes all three of the servers listed above.

Portmapper is not using a specific port.

Not using private queues for mid-tier.

This is Windows 2003 server,  IIS 6, Servlet is using the OOB midtier
installed tomcat.

Thanks, 
 
Janie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, July 09, 2008 7:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using an Alias with MidTier

What are the Server-Name and IP-Name parameters in the ar.conf file?
What are the names you have registered in the mid-tier arserver list?
Are you using the portmapper or a specific port?  Are you using
private queues for the mid-tier?  What type/version for platform, web
server, servlet container, connector.

Axton

On Wed, Jul 9, 2008 at 6:38 PM, Janie <[EMAIL PROTECTED]> wrote:
> Hey Axton,
>
> I've done everything you mentioned and I still get the dual Server links.
>
> I do not have dual links with the Server and the Fully qualified domain
name
> Server entry -- just the Alias.
>
> Any additional ideas?
>
> Thanks,
>
> Janie
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Axton
> Sent: Monday, July 07, 2008 8:55 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Using an Alias with MidTier
>
> To clarify; the entry points listed on the home page are controlled
> based on which servers you authenticate against.  When logging in
> through the mid-tier, the preference server defined in the mid-tier
> config page is used to retrieve the list of servers you will
> authenticate against.  If you have multiple servers listed in the
> 'Server List' field on your preference record, you will show entry
> points for all the listed server against which you successfully
> authenticate, even if two of the servers are in fact the same server.
>
> Axton Grams
>
> On Mon, Jul 7, 2008 at 11:33 AM, Axton <[EMAIL PROTECTED]> wrote:
>> That may not be entirely true; if the home page server and preference
>> server are the same, and the preference record only specifies that you
>> are authenticating against one of the names, you can have all three
>> listed in the mid-tier config without an issue.  This is the approach
>> we take; the default value for the field in the user preference record
>> is the name of the auth server as defined in the mid-tier config.
>>
>> Axton Grams
>>
>> On Mon, Jul 7, 2008 at 11:15 AM, LJ Longwing <[EMAIL PROTECTED]>
> wrote:
>>> **
>>> Each server you specify in your mid-tier config, is a separate
> server...even
>>> if it's the same server with a different name, and as such Mid-Tier will
>>> display all 3 in the application list.  the only way to get rid of the
>>> duplicates in the application list, is to get rid of the duplicates in
> the
>>> Mid-Tier config.
>>> 
>>> From: Action Request System discussion list(ARSList)
>>> [mailto:[EMAIL PROTECTED] On Behalf Of Janie
>>> Sent: Friday, July 04, 2008 8:54 AM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Using an Alias with MidTier
>>>
>>> **
>>>
>>> Hi,
>>>
>>>
>>>
>>> Can someone shed some light on this for me?
>>>
>>>
>>>
>>> I have a Production Server (Server A), with a DNS alias (Server A
alias).
>>> The server also has a Fully Qualified Domain Name (obviously).
>>>
>>>
>>>
>>> The users log into the system using the DNS Alias.  I have added the
main
>>> server name, the alias and the fully qualified domain name to the
midtier
>>> ARServer settings config page.   Everything works fine - flashboards,
URL
>>> links, etc.
>>>
>>>
>>>
>>> What I have found though, is that, when logging into the midtier, the
> Home
>>> Page shows the application groupings for the Alias and the Main Server
>>> (sometimes the FQDN) server -just as they are listed in the midtier
> config.
>>> (This looks exactly the same as when logging into the User Tool with
more
>>> than one server selected).  Obviously, the midtier ARserver settings are
> all
>>> the same server.  Is there a way to only show one server's application
> forms
>>> on the Home Page in the midtier?
>>>
>>>
>>>
>>> This 

Re: Using an Alias with MidTier

[Janie]

Hey Axton,

I've done everything you mentioned and I still get the dual Server links.  

I do not have dual links with the Server and the Fully qualified domain name
Server entry -- just the Alias.

Any additional ideas?

Thanks, 
 
Janie
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Monday, July 07, 2008 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Using an Alias with MidTier

To clarify; the entry points listed on the home page are controlled
based on which servers you authenticate against.  When logging in
through the mid-tier, the preference server defined in the mid-tier
config page is used to retrieve the list of servers you will
authenticate against.  If you have multiple servers listed in the
'Server List' field on your preference record, you will show entry
points for all the listed server against which you successfully
authenticate, even if two of the servers are in fact the same server.

Axton Grams

On Mon, Jul 7, 2008 at 11:33 AM, Axton <[EMAIL PROTECTED]> wrote:
> That may not be entirely true; if the home page server and preference
> server are the same, and the preference record only specifies that you
> are authenticating against one of the names, you can have all three
> listed in the mid-tier config without an issue.  This is the approach
> we take; the default value for the field in the user preference record
> is the name of the auth server as defined in the mid-tier config.
>
> Axton Grams
>
> On Mon, Jul 7, 2008 at 11:15 AM, LJ Longwing <[EMAIL PROTECTED]>
wrote:
>> **
>> Each server you specify in your mid-tier config, is a separate
server...even
>> if it's the same server with a different name, and as such Mid-Tier will
>> display all 3 in the application list.  the only way to get rid of the
>> duplicates in the application list, is to get rid of the duplicates in
the
>> Mid-Tier config.
>> ____
>> From: Action Request System discussion list(ARSList)
>> [mailto:[EMAIL PROTECTED] On Behalf Of Janie
>> Sent: Friday, July 04, 2008 8:54 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Using an Alias with MidTier
>>
>> **
>>
>> Hi,
>>
>>
>>
>> Can someone shed some light on this for me?
>>
>>
>>
>> I have a Production Server (Server A), with a DNS alias (Server A alias).
>> The server also has a Fully Qualified Domain Name (obviously).
>>
>>
>>
>> The users log into the system using the DNS Alias.  I have added the main
>> server name, the alias and the fully qualified domain name to the midtier
>> ARServer settings config page.   Everything works fine - flashboards, URL
>> links, etc.
>>
>>
>>
>> What I have found though, is that, when logging into the midtier, the
Home
>> Page shows the application groupings for the Alias and the Main Server
>> (sometimes the FQDN) server -just as they are listed in the midtier
config.
>> (This looks exactly the same as when logging into the User Tool with more
>> than one server selected).  Obviously, the midtier ARserver settings are
all
>> the same server.  Is there a way to only show one server's application
forms
>> on the Home Page in the midtier?
>>
>>
>>
>> This is Midtier 7.1 P2
>>
>>
>>
>> Thanks,
>>
>>
>>
>> JR
>>
>>
>>
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Re: Baffling Email Problem

[Janie]

Do you have an archive or a backup form of the Email Messages form?

 

I've seen this happen when the Email Messages form is copied to another form
for backup purposes.  The Email Engine/ARServer somehow mistakes the backup
form for the actual form.

 

Usually deleting backup / archive form is about the only thing that works -
then service restart.

 

Janie

  _  

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 2:11 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

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Re: Purchasing Console - anybody using it?

[Janie]

Well, you've certainly found a lot of issues.  It's been my opinion, with
Asset Management, that the full blown use of the application is not really
utilized extensively and that may contribute to the excessive amount of
problems with it.  While Asset is used as a front end to CIs, I'm not
convinced that a lot of companies use it for a true Purchasing/Receiving
application in conjunction with financials.

At any rate, I tend to submit the problems as issues and then fix them on
the current system.  

I'm not sure if you're looking for the fixes to these issues as I haven't
gotten through all of them yet, or if you were just looking for opinions on
the Console's integrity...

JR
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jiri Pospisil
Sent: Wednesday, July 09, 2008 7:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Purchasing Console - anybody using it?

++
Please Read The Disclaimer At The Bottom Of This Email
++

JR,

I agree that the opening of the Database form instead of supplier search is
rather embarrassing.
There is, however, more issues. It would be interesting to see how you
tackled those.

In terms of other technical issues, I cannot see any notifications being
generated for the requisition assignee or for approvers.
If different approvers need to be added manually, there seems to be no way
to do it.
All currency fields default to USD and there is no way to re-configure this
apart from going through all fields in admin tool and changing the default
setting. Not good when running business outside of US.
Fields at the bottom of the Purchasing Console do not seem to always display
all information from the highlighted entry, i.e. Requested By field is blank
even when the highlighted requisition has the field populated.
Relationship between requisition and purchase order is not quite obvious and
easily to be found.
When creating configuration, new change request gets generated
automatically. This seems unnecessary and there does not seem to be a way to
re-configure this behaviour (apart from finding the offending workflow and
turning it off).
When trying to take an item from inventory (Reserve/Use Inventory button)
with server submitter mode set to Locked, I am getting error message about
not being allowed to change the Submitter field.
There is not an easy way for the purchasing user to create new supplier
entry with all relevant details, i.e. straight from purchasing console or
line item.

In terms of access to the console, the user must have Purchasing User
privilege, which seems to give access to all requisitions and orders in the
system. As we currently have our staff raising their own purchase requests,
it would not be desirable that everybody can see anybody else's orders. If
we grant access to purchasing team only, they would see it as a step back as
they would have to start submitting all purchase requisitions themselves on
behalf of people.

Regards
Jiri

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Janie
Sent: 09 July 2008 14:12
To: arslist@ARSLIST.ORG
Subject: Re: Purchasing Console - anybody using it?


There are some issues with it.  The primary glaring one is the Supplier
field that opens the BMC.Core Database form in the background when hitting
enter on the Purchase Line Item Supplier field.   You have to add the
AST:PurchaseLineItem form to an Active Link Guide.


Is there anything else in particular that your finding to be a problem?

JR
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jiri Pospisil
Sent: Wednesday, July 09, 2008 2:51 AM
To: arslist@ARSLIST.ORG
Subject: Purchasing Console - anybody using it?

++
Please Read The Disclaimer At The Bottom Of This Email
++

Hi all,

I was wondering if anybody is actually using the Purchasing Console of the
Asset Management module in production.
I had a brief look and when trying to use the tool I hit quite few issues,
which made me wonder if this version was some kind of rushed release.
We are on Asset Management 7.0.2, patch 005.

I would be interested to hear from anybody who has any experience with this
module.

Thanks

Jiri Pospisil

Remedy Administrator
IT Services
LCH.Clearnet


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be copied or disclosed with the consent of LCH.Clearnet Limited.   If you
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Re: Purchasing Console - anybody using it?

[Janie]

There are some issues with it.  The primary glaring one is the Supplier
field that opens the BMC.Core Database form in the background when hitting
enter on the Purchase Line Item Supplier field.   You have to add the
AST:PurchaseLineItem form to an Active Link Guide.


Is there anything else in particular that your finding to be a problem?

JR
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Jiri Pospisil
Sent: Wednesday, July 09, 2008 2:51 AM
To: arslist@ARSLIST.ORG
Subject: Purchasing Console - anybody using it?

++
Please Read The Disclaimer At The Bottom Of This Email
++

Hi all,

I was wondering if anybody is actually using the Purchasing Console of the
Asset Management module in production.
I had a brief look and when trying to use the tool I hit quite few issues,
which made me wonder if this version was some kind of rushed release.
We are on Asset Management 7.0.2, patch 005.

I would be interested to hear from anybody who has any experience with this
module.

Thanks

Jiri Pospisil

Remedy Administrator
IT Services
LCH.Clearnet


*

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are not an intended recipient please delete this e-mail and notify
[EMAIL PROTECTED]

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LCH.Clearnet Limited makes no contractual commitment save where confirmed by
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for negligence, in respect of any statement in this email.

LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High
Street, London EC3N 1EA.Recognised as a Clearing House under the
Financial Services & Markets Act 2000. Reg in England No.25932 
Telephone: +44 20 7426 7000  Internet:
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Re: Error during BMC Analytics for BSM installation

[Janie]

Make sure that in the installer screen you enter the Server Name as
  

 

If you have an sql dba check to see if they can get into the database with
your username/password credentials for ARAdmin

 

JR

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mohtashim
Sent: Wednesday, July 09, 2008 2:38 AM
To: arslist@ARSLIST.ORG
Subject: Error during BMC Analytics for BSM installation

 

Hi,

I was wondering if anyone could help me regarding this. I've got MS SQL
database server for ARSystem database. I log on to the MS SQL management
studio using windows authentication. I was now looking forward to install
BMC Analytics for BSM. During installation, for some reason, my ARServer
database server information doesn't get authenticated and I keep on getting
this error "Database connection failed ARAdmin on port 1433". I've therefore
checked the SQL Server Configuration manager for connections through port
1433 and found that it was enabled. I've changed password of ARAdmin to
default again using ARAdmin (Client) tool, just in case it would have been
different in the past. Now, I'll be glad if somebody can help me find SQL
server connection settings configuration file for ARSystem database so that
I can input correct information that could be neatly authenticated during
Analytics installation.

Please do get back to me for any further queries.

 

Best Regards,

 

Mohtashim Abbasi

Remedy Consultant

Technosys UK Limited

DDI   : +44208 429 5954

Main: +44208 429 5955

Mobile: +447511 783688

Email: [EMAIL PROTECTED]

Web: http://www.technosysuk.com

204 - 226 Imperial Drive

Rayners Lane, Harrow

Middlesex HA2 7HH

 

 

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Re: Survey issue in ITSM 7.1

[Janie]

What I understand from the List here is that this is a bug.

 

The problem resides in none of the SRM:Survey fields having Submitter
(change) permissions on them.  I imagine you could modify the permissions on
the fields on the form to include 'Submitter' (change) permissions and this
would correct the problem.

 

I believe the fields get updated b/c the 'Save' button actually pushes to
another form and then a filter on that form pushes the values back to the
Survey form.  As far as I can tell, this is why the values get updated, as
strange as that is.

 

JR

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
Sent: Tuesday, July 08, 2008 6:33 AM
To: arslist@ARSLIST.ORG
Subject: Survey issue in ITSM 7.1

 

Here's the situation.

We've setup the surveys so that the end user community can click the link
and fill out the survey on the survey form OOTB. However, when they submit
their survey, they receive the Write license error for basically all the
fields on the form. These are end users who have read licenses. The strange
thing is, that after they get the error, the information they entered still
gets saved when I look at the survey results! I looked on the KB site on BMC
and all I see is a recommendation to set the Submitter mode to LOCKED which
it is. Help!

 

 

Tauf Chowdhury | Forest Laboratories, Inc.

Sr. Analyst

Informatics Service Desk

Office: 631.858.7765

Mobile:646.483.2779 

 

 

 

This e-mail and its attachments may contain Forest Laboratories, Inc.
proprietary information that is privileged, confidential or subject to
copyright belonging to Forest Laboratories, Inc. This e-mail is intended
solely for the use of the individual or entity to which it is addressed. If
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Using an Alias with MidTier

[Janie]

Hi,

 

Can someone shed some light on this for me?

 

I have a Production Server (Server A), with a DNS alias (Server A alias).
The server also has a Fully Qualified Domain Name (obviously).  

 

The users log into the system using the DNS Alias.  I have added the main
server name, the alias and the fully qualified domain name to the midtier
ARServer settings config page.   Everything works fine - flashboards, URL
links, etc.

 

What I have found though, is that, when logging into the midtier, the Home
Page shows the application groupings for the Alias and the Main Server
(sometimes the FQDN) server -just as they are listed in the midtier config.
(This looks exactly the same as when logging into the User Tool with more
than one server selected).  Obviously, the midtier ARserver settings are all
the same server.  Is there a way to only show one server's application forms
on the Home Page in the midtier?

 

This is Midtier 7.1 P2

 

Thanks, 

 

JR

 


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Re: Service Request App Event Status

[Janie]

It's interesting that even if I do the 'Reset Error' and it changes to OK.
It changes back to error after processing the event, whether ignore or
retry.  I did notice that processing saves the item immediately.  I wonder
if there is an app command missing.

 

Lisa - what ITSM version are you on?

 

 

JR

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield
Sent: Thursday, July 03, 2008 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request App Event Status

 

It is the [Reset Error] that changes the value to "OK", and this is working
fine in our environment.

Oddly enough, it will actually set it to "OK" whether you fixed the problem
or not but I guess that's a different conversation.

 

LisaD

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
Sent: Thursday, July 03, 2008 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Request App Event Status

 

** 

JR,

 

We have the same issue on our server as well (ITSM 7 patch 003). Even though
everything is processed the app event status remains "error." The only
difference is that the request id field changed from "in progress" to an
incident number.

 

Matt

 

Matthew C. Gayford
Technology Research & Development
Information Technology Systems Division
University of North Carolina Wilmington 
(910) 962-7177

 

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Janie
Sent: Thursday, July 03, 2008 12:22 PM
To: arslist@ARSLIST.ORG
Subject: Service Request App Event Status

 

** 

Hi,

 

I was hoping someone may have some insight into the Service Request module.


 

When a service request has an error on it, you can go into the Requester
module and View Requests with Errors.  

With a Request that has errors, you can click on the Change/Incident Data
tab and click 'Reset Error' or 'View Events'.  

When I click on View Events and 'Retry' the process, the error is resolved
and the CAI Event is removed.  

What I am wondering is why the App Event Status on the Service Request
remains on 'Error'.  

This occurs whether or not I choose Reset Error before View Events / Retry.

It seems to me that the App Event Status should return to a status of 'OK'
after the Error is removed.   

I'm wondering if the App Event Status remaining at Error is normal or if
there is a disconnect in the system somewhere.

 

ITSM 703 P7

 

Thanks,

JR

 

 

 

 

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Service Request App Event Status

[Janie]

Hi,

 

I was hoping someone may have some insight into the Service Request module.


 

When a service request has an error on it, you can go into the Requester
module and View Requests with Errors.  

With a Request that has errors, you can click on the Change/Incident Data
tab and click 'Reset Error' or 'View Events'.  

When I click on View Events and 'Retry' the process, the error is resolved
and the CAI Event is removed.  

What I am wondering is why the App Event Status on the Service Request
remains on 'Error'.  

This occurs whether or not I choose Reset Error before View Events / Retry.

It seems to me that the App Event Status should return to a status of 'OK'
after the Error is removed.   

I'm wondering if the App Event Status remaining at Error is normal or if
there is a disconnect in the system somewhere.

 

ITSM 703 P7

 

Thanks,

JR

 

 

 

 


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AR System Log Display

[Janie Sprenger]

Does anyone know what kind of setting can be changed to allow for the
wrapping on filter logging in ARLogDisplay.exe to work differently?

 

This is a snippet of filter logging in ARLogDisplay

 

 /* Tue May 27 2008
09:57:55.9910 */ Start filter processing (phase 1) -- Operation - GET on
CTM:CFG-ApplicationPreferences - IPF0001  
/* Tue May 27 2008
09:57:55.9910 */ End of filter processing (phase 1) -- Operation - GET
on CTM:CFG-ApplicationPreferences - IPF0001  
/* Tue May 27 2008
09:57:56.0380 */ Start filter processing (phase 1) -- Operation - GET on
SYS:Date Time Query Rules - 001   /* Tue May 27 2008 09:57:56.0380 */ End of filter processing (phase 1)
-- Operation - GET on SYS:Date Time Query Rules - 001 
 /* Tue May 27 2008 10:02:31 */

 Start active link processing -- Operation - On Window Open

 For Schema - HPD:Help Desk

 On screen type - CREATE

 Checking HPD:SHR:SetGlobal_000_GetUserPreference (0)

 -> Passed qualification -- perform if actions

  0: Set Fields

 

As you can see, there is a pretty significant difference with the wrapping.

 

Any help is appreciated.

 

User tool (and Server) 7.1.0 Patch 2  (Also seems to occur in other 7
versions)

 

Thanks,

Janie

 <http://www.columnit.com>  

 


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Identifying Unqualified Searches in Workflow

[Janie Sprenger]

Has anyone been able to figure out a relatively quick way to identify Set
Fields/ Push Fields qualifications in the database/workflow export that have
No qualification?

 

I'm not sure if there is a pattern in the internal qualifier that would
indicate that there is or is not a qual.

 

I'm also open to utilities that might be available that identify this - I
just can't think of what they might be off hand.

 

ARS7.x server

Oracle DB.

 

Thanks in advance for any suggestions,

 

Janie 

 


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Method to transfer files from local workstation to server

[Janie Sprenger]

Has anyone devised a Remedy method to transfer files form a local
workstation to the Remedy server by allowing the user to select the file to
transfer from within Remedy?

 

If so, can you let me know what you came up with?  I was assuming something
could be done with a View field and the input type=file methodology but I
really don't know what to do to transfer the file.  

 

ARS7

 

Thanks- I really appreciate any help.

Janie

 


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Looking for ITSM 5.5 doc

[Janie Sprenger]

Does anyone have this document ?

 

ITSM 5.5 Installation and Configuration Guide

 

 

If so, would you be willing to send me a copy?

 

Thanks,

Janie

 


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Re: Can CMDB 2.0 work ITSM 6.0

[Janie Sprenger]

There is an ITSM6 and CMDB 2.0 Integration pack - it is a compilation of
scripts run from a local Windows workstation that can connect to your
server.  It also contains several manual steps as well.

 

You will need to hound BMC for this - but it is important - especially if
you're not completely comfortable with all the changes of CMDB2 vs 1 - it
addresses the deployed application permissions, groups, roles, forms and
class changes, etc.

 

Janie 

 

 

From: Bob Rowe [mailto:[EMAIL PROTECTED] 
Sent: Friday, August 31, 2007 5:59 AM
Subject: Re: Can CMDB 2.0 work ITSM 6.0

 

** 

According to BMC Education as of last March, yes, it will work. And we're
going to be counting on it. We are in the planning stage at the moment, but
we figure this will be the best way to go until all the local organizations
using and planning to be using our Remedy installation will be on-board with
ITIL best practices. 

 

You will need the latest release and patch of ARS 7, the latest patch for
ITSM 6 and the latest release and patch for the CMDB. 
 

On 8/30/07, Rick Cook <[EMAIL PROTECTED]> wrote: 

** 

Theoretically, it can work.  It just takes a modification of how ITSM 6
interacts with the different CDM in v2.0.  If you're experienced enough with
both HD 7 and CMDB to be comfortable doing that, then there is no patch or
white paper necessary.  If you aren't, there was supposed to be a white
paper issued to lead one through that process. 

 

I have been waiting for such a promised white paper for about a year now,
but it seems to be no longer on the radar, or I think it would be out.  You
may be on your own for this one.

 

Rick
 

On 8/30/07, Run4Life &Win <[EMAIL PROTECTED] > wrote: 

** 

Dear Experts

 

Please share you experience & information on this compatibility

 

Can we make CMDB 2.0 work with ITSM 6.0 on ARS 7.x platform

 

 

and if posible please share any link or white paper on the same

 

Warm Regards

Himanshu

__20060125___This posting was submitted with HTML in
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 [EMAIL PROTECTED]
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experience, no matter from where it comes."
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Admin Tool Freezes

[Janie Sprenger]

Hi,

 

Wondering if anyone has seen this or has some ideas to resolve:

 

ARS 7.0 patch 2

ITSM7 apps installed

Win2003 Server

SQL DB

 

The problem is:  Admin tool has started locking up after about 2 minutes of
idle time, then click on any object and it hourglasses.  Error returns -
failed to load forms from server.  While the admin tool is locked the user
tool functions perfectly fine.  This happens for all admin accounts on
multiple machines (which would make sense with one thread)-also happens when
only one admin is logged in.  We have to restart the AR Server service to
recover.  Fortunately, it's a dev environment.

 

So, here are things we have done to try to figure out the issue:   If we
start the service manually from a command line  arserver -m  the admin tool
does not lock up.   When starting from services - admin tool locks.  In the
armonitor.cfg file we have reduced the processes starting to only arserver -
still locks up.  We have tried patching the admin tool - still locks.  We
also tried reinstalling arserver with the 'Administrator' user account on
that box-still locks.  We've added debug-mode to ar.cfg and aren't seeing
anything out of sorts in the logs.  We've tried starting the service as the
local admin - still locks.  

 

We're concluding that maybe there is a connectivity issue, although-we're
not certain as to how that could be, since the user tool works fine.

 

So, I'm wondering if anyone has any ideas as to what they think the problem
could be, or places to look to troubleshoot/resolve.

 

Thanks in advance.

 

 

Janie

 


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Re: Error

[Janie Sprenger]

Don't know if you've resolved this issue, but I believe I've seen users
experience this issue when they are using Java (Sun) in IE.  In
IE--Tools/Internet Options/Advanced -- scroll through the list -- if you see
Sun Java, uncheck it, restart the browser and see if the error goes away.

Janie 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Ponzo
Sent: Friday, May 11, 2007 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error

Have you tried having that user login from another computer?  Does the 
same thing happen?

Can anyone else login from the computer that is having the problem? 

This will at least narrow it down to computer or user.

Rick Ponzo
IntegrITS Corporation
[EMAIL PROTECTED]


Gary Roach wrote:
> **
> I've tried clearing cache on the midtier and his browser.  Still get 
> the error.
>
> Gary Roach
> [EMAIL PROTECTED]
> Global Information Technology
> 1600 Technology Way
> Latrobe, PA 15650
> 724-539-1510
>
>
>
> *Axton <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" 
> 
>
> 05/11/2007 09:55 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
>   
> To
>   arslist@ARSLIST.ORG
> cc
>   
> Subject
>   Re: Error
>
>
>
>   
>
>
>
>
>
> That would be a javascript originated error.  If just one user is
> having this problem, have them clear their browser's cache then see if
> you still get the error.
>
> Axton Grams
>
> On 5/11/07, Gary Roach <[EMAIL PROTECTED]> wrote:
> > **
> > All,
> >
> > I have one user getting the following error when clicking on a link 
> on the
> > midtier to open a window.does anyone know what this could be ?
> >
> > Microsoft IE caught exception : undefined is null or not an object.
> >
> > Thanks for your help,
> >
> > Gary Roach
> >  [EMAIL PROTECTED]
> >  Global Information Technology
> >  1600 Technology Way
> >  Latrobe, PA 15650
> >
> >
> >
> >  __20060125___This posting was
> > submitted with HTML in it___
>
>

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> __20060125___This posting was submitted with HTML 
> in it___ 


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Re: Question: Table Refresh

[Janie Sprenger]

Wow, Good answer Fred !!   I can't believe how many times I've been through
those books for things and either never read or remembered that - it's good
to have the 'collective' mind and remember the simplicities of this system.

 

Thanks  :-)

Janie 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Friday, May 11, 2007 6:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Table Refresh

 

The way to do this is very simple:

 

Set the tables to not Refresh on Entry Change

Create an AL for each tab you want to do a table refresh from

For the Active Link

Execute On = Display and Gain Focus (of tab)

Run If = '{Page Holder Field}' = "{Database Name of Tab}"

Action = Change Field Refresh table

This way on Display of records, if you are on a tab to refresh, the Active
Link fires.  Info on the Page Holder is in the 6.3 Basic Guide on Page 229

 

Fred

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Janie Sprenger
Sent: Friday, May 11, 2007 2:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Table Refresh

** 

I don't know if this is even the correct use of a global field b/c I haven't
used them much - but maybe you could use a global field that you set the Tab
label to on gain focus - then you could legitimately use the Change Field
action on Display-including in the Run If qual 'global field' = "this tab"..

 

Just an idea-don't know if it would work.

 

Janie

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tyrone Dee
Sent: Thursday, May 10, 2007 7:04 AM
To: arslist@ARSLIST.ORG
Subject: Question: Table Refresh

 

I was wondering if someone might have some feedback for me.  

 

I am trying to improve loading time of records and one of the items I want
to do is change the tables so they don't auto refresh unless the user clicks
on the tab that contains a table.  

 

The only issue I can see with this is when they have multiple records in the
results pane and choose another record they are still on the same tab so it
will not refresh.  

 

If I have it refresh on Display I'm back to the same issue of tables loading
information that may not be needed.

 

Any suggestions or comments would be greatly appreciated.

 

Thanks!

 

T.

 

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Re: Question: Table Refresh

[Janie Sprenger]

I don't know if this is even the correct use of a global field b/c I haven't
used them much - but maybe you could use a global field that you set the Tab
label to on gain focus - then you could legitimately use the Change Field
action on Display-including in the Run If qual 'global field' = "this tab"..

 

Just an idea-don't know if it would work.

 

Janie

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tyrone Dee
Sent: Thursday, May 10, 2007 7:04 AM
To: arslist@ARSLIST.ORG
Subject: Question: Table Refresh

 

I was wondering if someone might have some feedback for me.  

 

I am trying to improve loading time of records and one of the items I want
to do is change the tables so they don't auto refresh unless the user clicks
on the tab that contains a table.  

 

The only issue I can see with this is when they have multiple records in the
results pane and choose another record they are still on the same tab so it
will not refresh.  

 

If I have it refresh on Display I'm back to the same issue of tables loading
information that may not be needed.

 

Any suggestions or comments would be greatly appreciated.

 

Thanks!

 

T.

 

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Re: Seeking Ideas For Ways To Deal With Multiple Attachments That Need to Print All At One Time

[Janie Sprenger]

You could have a button that runs a process PERFORM-ACTION-OPEN-ATTACHMENT
 

It wouldn't print them all, but it would open them all at one time if you
added a process for each attachment field id.  Not sure if this is the best
way to do what you want, but it's one idea.

 

Janie Sprenger

Senior Remedy Engineer 

Crystal Report Specialist

ITIL Foundations Certified

 

Column Technologies, Inc.

Office: (360) 835-3923

Cell: (360) 624-6561

 

www.columnit.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Candace DeCou
Sent: Thursday, May 03, 2007 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Seeking Ideas For Ways To Deal With Multiple Attachments That Need
to Print All At One Time

 

I have been having so much fun with the list's support on the web service, I
thought I'd throw out another one.  We are using CSS 5.6 on 6.3 Patch 20 to
support our internal operations groups.  The submitters of the Issues can
attach up to 10 documents.  These documents then need to be printed out, but
the agents who have to handle this are frustrated because they can only
print out one attachment at a time.

 

Does anyone have any ideas, suggestions, better ways to try to do this?  I
mean, ideally what they would like to be able to do is highlight and select
all the attachments, then print them all at once. 

 

 

 

Candace DeCou

Applications Support Analyst 
Silicon Valley Bank 
Office: 408-654-6358 
Email: [EMAIL PROTECTED] 

 

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Re: Receiving duplicate email notifications from Remedy

[Janie Sprenger]

We had a problem like this with an exchange server and it wasn't limited to
just Remedy Mail messages.  The 'server' guys fixed the problem since it was
an exchange server issue, so I don't know how it is that they fixed it - but
maybe the server folks at your site can assist in seeing if something is
wacky with exchange.

 

The other thing I would make sure of is that there is only one aremail.exe
daemon running on the ARserver.  I would imagine that if 2 processes are
running it could fire off 2 emails.  

 

Anyhow, these are just some ideas.

 

Janie Sprenger

Senior Remedy Engineer 

Crystal Report Specialist

ITIL Foundations Certified

 

Column Technologies, Inc.

Office: (360) 835-3923

Cell: (360) 624-6561

 

www.columnit.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ
Sent: Thursday, May 03, 2007 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Receiving duplicate email notifications from Remedy

 

Check for errors in the  "stderr.log" file usually located on the server at:
(C:\Program Files\AR System\AREmail\Logs), or wherever your email engine was
installed.  This may give you some clue as to the activity going out (from
the Remedy side).  However, it sounds like messages are successfully going
out of Remedy, so there may not be any useful information in the log.

 

You may also want to verify that the outgoing message in the queue (Message
Form) actually gets the "Send Message" value set to "No" after the message
has been sent.  If not, or if there is some custom workflow that may be
modifying this value, the message could get sent again on the next polling
interval.

 

Additionally, on the duplicate messages that you are receiving, do they have
the same timestamp?  Or, is there some lapse in time between the messages.
This may give some insight is to the problem source as well.

 

HTH

 

Leonard Neely

Sr. Remedy Engineer

Column Technologies, Inc

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of All Contact
Sent: Thursday, May 03, 2007 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Receiving duplicate email notifications from Remedy

 

** 

Hello Leonard,

We are on Windows Server 2003 and running SQL Server 2000 but we are not
running in a multiple server group. The remedy server and database are on
two different servers. When we look in the email messages form, there is
only one message in the queue but when it goes through our exchange server
and gets to our inbox it becomes two sometimes three. Is there some way for
us to see what the email engine is actually sending out; is there a log file
that we can look at or a debug process? 

 

Thanks

 



On 5/3/07, Leonard Neely - FOJ <[EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]> > wrote: 

What OS and DB?  Are you running multiple servers in a Server Group
environment?  If so, make sure that the Email engine is only running on one 
of the servers in the group.

Leonard



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto: <mailto:arslist@ARSLIST.ORG>  [EMAIL PROTECTED] On Behalf Of
Kyle Whitley 
Sent: Thursday, May 03, 2007 1:17 PM
To: arslist@ARSLIST.ORG  <mailto:arslist@ARSLIST.ORG> 
Subject: Re: Receiving duplicate email notifications from Remedy

I am also experiencing the same issue, but in a different server 
version.  I am having the issue on a 7.0.1 patch 2 server upgraded from
ARS 6.3 patch 20.  I to would appreciate any suggestions on getting this
resolved.

Thanks

Kyle

All Contact wrote:
> ** Any suggestions? 
>
> On 4/26/07, *SUBSCRIBE arslist CeeCee* < [EMAIL PROTECTED]
> mailto:[EMAIL PROTECTED]>  [EMAIL PROTECTED]>> wrote:
>
> Hello All,
> Has anyone experienced this or could offer a possible solution.
> All of a
> sudden we are getting duplicate email notifications from Remedy. 
> We are
> using version 6.03 on patch 20. It seems when we restart the email
> engine
> service it fixes the problem temporarily but then a few hours later it
> starts happening again. 
> 
> Thanks
>
>
>
>
> --
> ~Yup, it's me! __20060125___This posting was
> submitted with HTML in it___

--
Kyle Whitley
IT System Support Professional 
Office of Information and Instructional Technology (OIIT)
Board of Regents of the University System of Georgia


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Re: Page Field Visibility problems- pages ovelay and show all fields overlapping

[Janie Sprenger]

I want to say I think I've seen this before but can't specifically remember
.

 

For some reason, I think that after the Change Field unhid the tab, I did
another couple of Change Fields to shift the focus off of the page field and
then back to a field on the newly visible tab - it was either that or having
something to do with transparent vs opaque boxes on the tabs that would stop
the bleeding.

 

 

Janie Sprenger

Senior Remedy Engineer 

Crystal Report Specialist

ITIL Foundations Certified

 

Column Technologies, Inc.

Office: (360) 835-3923

Cell: (360) 624-6561

 

www.columnit.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Robert Molenda
Sent: Thursday, May 03, 2007 10:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Page Field Visibility problems- pages ovelay and show all
fields overlapping

 

We're on 6.3 and hide / unhide tabs all the time!

 

Are those fields "shared" across all tabs?

 

Might want to nuke the client cache copy of the form as well.

 

Thanks-n-advance; 

HDT Platform Incident / Problem Manager & Architect 
Robert Molenda 
IT OS PA 
Tel: +1 408 503 2701 
Fax: +1 408 503 2912 
Mobile: +1 408 472 8097 
[EMAIL PROTECTED] 

Quality begins with your actions.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chris Moore
Sent: Wednesday, May 02, 2007 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Page Field Visibility problems- pages ovelay and show all fields
overlapping

 

** Hey everyone- 

I have a hidden page field with about 10 pages on it which is hidden.  When
the user presses a button, it becomes visible, but when it does the pages
don't "turn" normally.  If I click on a different tab, the fields on that
tab show up, but on top of the fields in the previous tab.  This did not
happen when the page field was not hidden, and I have not altered the page
field properties in any way other than to make it hidden. 

Anyone else encountered this?

6.3, Oracle 9i, UNIX server.

Thanks,
Chris
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Re: Find Field DropDown in 6.3 Admin Tool

[Janie Sprenger]

Sorry, I meant the Find Field box expands to the longest Label/DB Field Name
combination

 

Janie Sprenger

Senior Remedy Engineer 

Crystal Report Specialist

ITIL Foundations Certified

 

Column Technologies, Inc.

Office: (360) 835-3923

Cell: (360) 624-6561

 

www.columnit.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Thursday, May 03, 2007 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find Field DropDown in 6.3 Admin Tool

 

Nope.unfortunately that's not it.  I have List Box selected.  This is a
different problem.  I'm referring to the Find Fields field on the toolbar.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
Sent: Thursday, May 03, 2007 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find Field DropDown in 6.3 Admin Tool

 

Norm - sounds like you got the Popup menu instead of the List Box (Im on
7.0.01)

Check by going to File-Prereferences-Display tab

I had same problem - use List Box instead of Popup Menu.

 

Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Thursday, May 03, 2007 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Find Field DropDown in 6.3 Admin Tool

** 

Hi everyone:

 

What's the deal with the Find Field dropdown in the 6.3 Admin Tool? Now when
you click the dropdown, the menu expands itself to the full width of the
available screen space, pushing the vertical scrollbar off the
screen.actually I can't see the vertical scrollbar at all so I'm only
assuming one exists at all.

 

In the older Admin tools, when you clicked the dropdown arrow, the menu was
only about two inches wide and the vertical scrollbar was perfectly
accessible.  So if you had lots of fields on a form you could easily grab
the scrollbar and slide up and down until you found the one you're looking
for.  Now you can't do that.  It's entirely annoying.  I think they tried to
fix a problem of the field name and ID number not being displayed within the
smaller menu space by making it wider, but they went too far!

 

Is there a fix? I'm running the patch 20 of the 6.3 Admin tool.

 

Norm

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Re: Find Field DropDown in 6.3 Admin Tool

[Janie Sprenger]

Do you have a very long Field Label?  I think the drop down expands to the
size of the longest label.

 

Janie Sprenger

Senior Remedy Engineer 

Crystal Report Specialist

ITIL Foundations Certified

 

Column Technologies, Inc.

Office: (360) 835-3923

Cell: (360) 624-6561

 

www.columnit.com

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Thursday, May 03, 2007 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find Field DropDown in 6.3 Admin Tool

 

Nope.unfortunately that's not it.  I have List Box selected.  This is a
different problem.  I'm referring to the Find Fields field on the toolbar.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Chapman, Colin
Sent: Thursday, May 03, 2007 3:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Find Field DropDown in 6.3 Admin Tool

 

Norm - sounds like you got the Popup menu instead of the List Box (Im on
7.0.01)

Check by going to File-Prereferences-Display tab

I had same problem - use List Box instead of Popup Menu.

 

Colin 

 

ARS 7  ServiceDesk 7 MSSQL2005 Windows2003

Colin Chapman, UNCW

Phone: 910-962-7356

Email: [EMAIL PROTECTED]

 

 

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: Thursday, May 03, 2007 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Find Field DropDown in 6.3 Admin Tool

** 

Hi everyone:

 

What's the deal with the Find Field dropdown in the 6.3 Admin Tool? Now when
you click the dropdown, the menu expands itself to the full width of the
available screen space, pushing the vertical scrollbar off the
screen.actually I can't see the vertical scrollbar at all so I'm only
assuming one exists at all.

 

In the older Admin tools, when you clicked the dropdown arrow, the menu was
only about two inches wide and the vertical scrollbar was perfectly
accessible.  So if you had lots of fields on a form you could easily grab
the scrollbar and slide up and down until you found the one you're looking
for.  Now you can't do that.  It's entirely annoying.  I think they tried to
fix a problem of the field name and ID number not being displayed within the
smaller menu space by making it wider, but they went too far!

 

Is there a fix? I'm running the patch 20 of the 6.3 Admin tool.

 

Norm

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