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.
> 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 
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> 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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>>
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>>  _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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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

   

 


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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
it___ 




-- 
Bob Rowe, Remedy Action Request System Development and Administration 
 [EMAIL PROTECTED]
"The golden rule is to test everything in the light of reason and
experience, no matter from where it comes."
Mohandas K. Gandhi __20060125___This posting was
submitted with HTML in it___ 


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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.

 

__20060125___This posting was submitted with HTML in
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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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