Re: Why do service requests require a Login ID?

[John Atherly]

You could also create one Login ID call something like Phone and use that
ID to submit all tickets to.  If you need to break up the callers for the
particular customer Managers you could do something like Phone xxx  where
xxx is the calling area



On Fri, Jan 24, 2014 at 8:48 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

 I'm curious what sort of customers you have that you may not be able to
 track them.  I would have thought that there would have to be a CRM or some
 source of day to automatically create People records from.  Also, SRM is
 supposed to be licensed by the number of users, so I think what you are
 trying to do might potentially result in licensing issues.  However, If I
 were to do something like that, from a technical standpoint I'd consider
 not using SRM because not only of the licensing issues but security.  You
 could set up a single People record with a user tied to it and put it in an
 entitlement group that can only see that single form.  However, the risk
 would be that all the users can see each other's' requests.  With that in
 mind, I'd look outside of Remedy, somewhere like maybe whatever website
 your people go to, and write some code to push to web services to create
 the request on the Remedy side.  You might even be able to use SharePoint
 and something like InfoPath to build it without coding but I haven't played
 around with that enough yet.

 Thanks,

 Shawn Pierson
 Remedy Developer | Energy Transfer

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
 Sent: Friday, January 24, 2014 6:48 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Why do service requests require a Login ID?

 Cheers guys,

 The scenario I have is that end users without Login Ids call our service
 desk to report incidents.  We have enabled the feature to create service
 request on logging - the idea being that all incidents and changes would
 have Service Requests allowing particular customer Managers to logon to the
 portal and use the business manager console to view the tickets that all
 their staff have logged.

 Because the users calling our desk do not have Login IDs Remedy generates
 an Error saying that a Service Request cannot be created as the user does
 not have a Login ID.

 My query was why does a Service Request need a Login ID and is there an
 easy workaround.  So far the best I have is to create a Login ID for each
 user - but we do not have a definitie list of possible users so I am
 looking at creating workflow that generates a login ID for each new People
 record created.

 Tony


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Re: Why do service requests require a Login ID?

[John Atherly]

You could also create one Login ID call something like Phone and use that
ID to submit all tickets to.  If you need to break up the callers for the
particular customer Managers you could do something like Phone xxx  where
xxx is the calling area



On Fri, Jan 24, 2014 at 8:48 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

 I'm curious what sort of customers you have that you may not be able to
 track them.  I would have thought that there would have to be a CRM or some
 source of day to automatically create People records from.  Also, SRM is
 supposed to be licensed by the number of users, so I think what you are
 trying to do might potentially result in licensing issues.  However, If I
 were to do something like that, from a technical standpoint I'd consider
 not using SRM because not only of the licensing issues but security.  You
 could set up a single People record with a user tied to it and put it in an
 entitlement group that can only see that single form.  However, the risk
 would be that all the users can see each other's' requests.  With that in
 mind, I'd look outside of Remedy, somewhere like maybe whatever website
 your people go to, and write some code to push to web services to create
 the request on the Remedy side.  You might even be able to use SharePoint
 and something like InfoPath to build it without coding but I haven't played
 around with that enough yet.

 Thanks,

 Shawn Pierson
 Remedy Developer | Energy Transfer

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE ARSLIST theReel
 Sent: Friday, January 24, 2014 6:48 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Why do service requests require a Login ID?

 Cheers guys,

 The scenario I have is that end users without Login Ids call our service
 desk to report incidents.  We have enabled the feature to create service
 request on logging - the idea being that all incidents and changes would
 have Service Requests allowing particular customer Managers to logon to the
 portal and use the business manager console to view the tickets that all
 their staff have logged.

 Because the users calling our desk do not have Login IDs Remedy generates
 an Error saying that a Service Request cannot be created as the user does
 not have a Login ID.

 My query was why does a Service Request need a Login ID and is there an
 easy workaround.  So far the best I have is to create a Login ID for each
 user - but we do not have a definitie list of possible users so I am
 looking at creating workflow that generates a login ID for each new People
 record created.

 Tony


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 Private and confidential as detailed here:
 http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot
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Re: Report from multiple forms

[John Atherly]

I would look at the form the Overview uses in the main table

Sent from my iPhone

 On Jan 17, 2014, at 11:28 AM, Terri Lockwood teresa.lockw...@sungard.com 
 wrote:
 
 **
 I need to run a report for all open tickets for the past 24 hours.  This will 
 include SRM requests, incidents, changes, work orders, and problem tickets.  
 Is there a backend form that I could report off of or should I create a join 
 for reporting for all of them?  Trying not to do multiple reports if I can 
 help from it.  Thanks in advance for your suggestions!
  
 ~~~
 Terri Lockwood
  
 ARS 7.6.03
 ITSM 7.6.03
 Midtier 7.6.04
 Windows 2008
 MS SQL 2008 R2 SP2
  
  
 _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Where are the spreadsheets?

[John Atherly]

When you install the data Management tool on your PCM you will find the in the 
newly created folder

Sent from my iPhone

On Aug 29, 2013, at 12:18 PM, Susan Palmer suzanpal...@gmail.com wrote:

 **
 Mark,
  
 You could export one existing one with all the fields to a .csv and then 
 determine which fields are required for an import to create new ones.  That 
 way you have created a template spreadsheet.
  
 Susan
 
 
 On Thu, Aug 29, 2013 at 10:25 AM, Brittain, Mark mbritt...@navisite.com 
 wrote:
 **
 The first go is a couple of companies to go through the process and then do 
 a bulk upload of several hundred.
 
  
 
 Mark
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Gritz,Melissa Dampier
 Sent: Thursday, August 29, 2013 11:24 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Where are the spreadsheets?
 
  
 
 **
 
 If its only a couple of companies you can manually put them in the through 
 the app admin console…
 
  
 
 Best Regards,
 
  
 
 Melissa Gritz
 
  
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
 Sent: Thursday, August 29, 2013 11:12 AM
 To: arslist@ARSLIST.ORG
 Subject: Where are the spreadsheets?
 
  
 
 **
 
 Hi All,
 
  
 
 I’m back again with another “I should already know this” question. I need to 
 load a couple of companies and can’t find the spreadsheets to do it. I have 
 looked in the Data Management Tool and don’t see it there. The Data 
 Management Admin Guide assumes you have the spreadsheets.
 
  
 
 ARS 7.6.04 SP3
 
 ITSM 7.6.04 SP3
 
 Linux 5
 
  
 
 Thanks
 
 Mark
 
  
 
 Mark Brittain
 
 Remedy Developer
 
 ITILv3 Continual Service Improvement
 
 NaviSite – A Time Warner Cable Company
 
 mbritt...@navisite.com
 
 Office: 315-634-9337
 
 Mobile: 315-882.5360
 
 image001.gif
 
  
 
  
 
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 proprietary information, which is privileged, confidential, or subject to 
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Re: Crystal Report Licensing

[John Atherly]

I have to say you. The server doesn't need a license. Just the users. 99% sure

Sent from my iPhone

On Nov 8, 2012, at 5:58 PM, Brittain, Mark mbritt...@navisite.com wrote:

 **
 Hi All,
  
 I need to know the  license requirements for the Crystal Report server to use 
 with ITSM 7.6.04 OOB. If I create a report in the Report Console, set the 
 report type to Crystal and save. As far as the Crystal report Server is 
 concerned who just created the report?, Remedy or mbrittain?
  
 In case it makes a difference I have two AR Servers in a server group and two 
 load balanced mid-tiers.
  
 If anyone has some general guidelines or a good reference that would be 
 greatly appreciated.
  
 Thanks
  
 Mark
  
 Mark Brittain
 Remedy Developer
 ITILv3 Foundation
 NaviSite – A Time Warner Cable Company
 mbritt...@navisite.com
 Office: 315-453-2912 x5335
 Mobile: 315-882.5360
  
 
 This e-mail is the property of NaviSite, Inc. It is intended only for the 
 person or entity to which it is addressed and may contain information that is 
 privileged, confidential, or otherwise protected from disclosure. 
 Distribution or copying of this e-mail, or the information contained herein, 
 to anyone other than the intended recipient is prohibited.
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SYS:SHR:Initialize_200

[John Atherly]

Could someone send me a def file or tell me what forms are associated with 
Active link SYS:SHR:Initialize_200  I told that it is 7 but my system only 
has it associated to one   SYS:Form Field Selection.

Thanks
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 35005  |   
Email: john.athe...@schneider-electric.com  |   Site: www.apc.com/  |   
Address: 1000 NW 57th Ct.  suite # 980,  Miami, FL 33126 USA 
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Looking for development work in the Miami area

[John Atherly]

Anyone hear or know of any Remedy development jobs in the Miami area or 
companies hiring developers?   Looking for a full time position in company 
that will challenge my skills
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 35005  |   
Email: john.athe...@scheider-electric.com  |   Site: www.apc.com/  |   
Address: 1000 NW 57th Ct.  suite # 980,  Miami, FL 33126 USA 
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Using LIKE in an ACTIVE LINK

[John Atherly]

For some reason I can not get my qualification search string correct. I'm 
trying to set up a simple search were the user enters in the person name 
in field call Name and then clicks search and Remedy pulls from the 
CTM:People the users ID

'Full Name'  LIKE % $Name$%

Were Full name is on CTM People and Name is on my form

I get no errors during saving 

Remedy 7.6
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Using LIKE in an ACTIVE LINK

[John Atherly]

Thank you  That was the trick
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Grooms, Frederick W frederick.w.gro...@xo.com 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
06/01/2012 12:13 PM
Please respond to
arslist@ARSLIST.ORG


To
arslist@ARSLIST.ORG
cc

Subject
Re: Using LIKE in an ACTIVE LINK






You have to concat it yourself  (AS Remedy will not do a replace inside a 
string)

'Full Name'  LIKE ((%  + $Name$) + %)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Friday, June 01, 2012 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Using LIKE in an ACTIVE LINK

** 
For some reason I can not get my qualification search string correct.   
 I'm trying to set up a simple search were the user enters in the person 
name in field call Name and then clicks search and Remedy pulls from the 
CTM:People the users ID 

'Full Name'  LIKE % $Name$% 

Were Full name is on CTM People and Name is on my form 

I get no errors during saving 

Remedy 7.6
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Friday humor - following the theme. . .

[John Atherly]

That's a good one
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Logan, Kelly kelly.lo...@proquest.com 
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06/01/2012 03:37 PM
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Subject
Friday humor - following the theme. . .






** 
It was a beautiful day on the back nine when Rich McConsultant dropped 
dead on the golf course. He awoke before the classic pearly gates looking 
up at St. Peter. Having paid for the best doctors and thinking he took 
reasonably good care of himself, Rich inquired about his sudden demise. 
 
St. Peter read off the scroll before him, “Rich McConsultant, eight-five, 
death by old age.”
 
Rich shot back, “Eighty-five?!? I was only fifty-two! You’ve got the wrong 
guy!!!”
 
St. Peter tapped a line on the scroll, “I assure you there is no mistake, 
eighty-five years.” St. Peter looked up at Rich with a smile, “of course, 
we calculate by your time charged.”
 
As St. Peter made a small motion of his hand, Rich felt a hot draft behind 
him. . .
 
 
Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 
48106-1346 USA | 734.997.4777 
kelly.lo...@proquest.com
www.proquest.com 
 
ProQuest...Start here. 2010 InformationWeek 500 Top Innovator
 
P Please consider the environment before printing this email. 
 
This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. 
If you have received this email in error please notify the sender, and 
delete the message from your computer.
 

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Re: Need Help with Admin Tool Display Issue

[John Atherly]

What is your screen resolution set at?  Try 1280 by 1024
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Urgent help Crictical issue

[John Atherly]

What value are you trying to set for that field.  It looks like yo have a 
pattern that will only except a set of three numbers 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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vidyasagar kommu kommuvidyasa...@gmail.com 
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arslist@ARSLIST.ORG
04/30/2012 07:37 AM
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Subject
Urgent help Crictical issue






Hi All ,

I am getting below error in arerror.log file

Mon Apr 30 05:29:37 2012  390603 : Value does not fall within the
limits specifi

ed for the field :  (Pattern - [0-9][0-9][0-9]) :
Testing:CircuitInventory :Customer VCI (ARERR 306).

Could you please guide me how to resolve my issue.

Thanks
Sagar

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Re: Needed PRINT functionality

[John Atherly]

Client,  Web or both?

If I recall correctly you can not print from the web since the Midtier 
transforms the record into a crystal report before printing it.  You can 
always use the print function of your browser.

_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Vikram_Betholi betholi.vik...@gmail.com 
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04/26/2012 12:01 PM
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Subject
Needed PRINT functionality






Hi,

As part of my implementaion, i need a Dialog form/Regular form  dispalying 
the agreement(some user defined text), along with the PRINT  button. When 
the user clicks on the PRINT button,all the user displayed agreement 
should get printed.

Can any one please let me know how to acheive this PRINT functionality?

With Regads,
Vikram.

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A question on Remedy 6.3

[John Atherly]

First off yes I still have a small group of users that are still on 6.3  

I have been asked to look at an issue were users are not getting the list 
menu after they type in a name on a form

I have a form call let say Phone Numbers and on this form is a character 
field in which they can type in a partial name and then an active link 
fire to set it to all Caps.   Then the same active link takes the value in 
caps and does a look up to the SHR:People form to find LIKE matching Full 
Name and returns the needed information.

I have three environment  Dev QA and Production.   If I try it, it works 
on all three servers  but if a standard user tries it, it only works on 
Dev and QA.  In the log file I can see it changing to caps and doing the 
look up but if no match is found it set the field to NULL.  If the 
standard user just types in any letter found in their Full Name it will 
only return their record.  So I think it is working it's just that they 
can not see others SHR:People records.They have view access to the 
form and read access to Full Name.

I have removed all the workflow and replaced it with a new copy from QA

Both server have submitter lock on

Is there any other server setting that I can not think of since I think 
this is a permission issue on the server level.



Working in 6.3 Admin I really did miss the function of Dev Studio. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: A question on Remedy 6.3

[John Atherly]

Thanks but I'm trying to only fix the issue. I thought it was going to be 
a simple permission on the field but after trying everything I could think 
of I still have this issue.   It has to be some permission set some where.

It works on two of the three servers just not the one I need it to work 
on.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




patchsk vamsi...@gmail.com 
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04/26/2012 03:14 PM
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arslist@ARSLIST.ORG


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arslist@ARSLIST.ORG
cc

Subject
Re: A question on Remedy 6.3






** Not sure the solution for the specific  issue but  though not a 
preferred method  you could use the work around of active link setfields 
with an SQL .

On Thursday, April 26, 2012 1:53:52 PM UTC-5, John Atherly wrote:
** 
First off yes I still have a small group of users that are still on 6.3  

I have been asked to look at an issue were users are not getting the list 
menu after they type in a name on a form 

I have a form call let say Phone Numbers and on this form is a character 
field in which they can type in a partial name and then an active link 
fire to set it to all Caps.   Then the same active link takes the value in 
caps and does a look up to the SHR:People form to find LIKE matching Full 
Name and returns the needed information. 

I have three environment  Dev QA and Production.   If I try it, it works 
on all three servers  but if a standard user tries it, it only works on 
Dev and QA.  In the log file I can see it changing to caps and doing the 
look up but if no match is found it set the field to NULL.  If the 
standard user just types in any letter found in their Full Name it will 
only return their record.  So I think it is working it's just that they 
can not see others SHR:People records.They have view access to the 
form and read access to Full Name. 

I have removed all the workflow and replaced it with a new copy from QA 

Both server have submitter lock on 

Is there any other server setting that I can not think of since I think 
this is a permission issue on the server level. 



Working in 6.3 Admin I really did miss the function of Dev Studio. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
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Re: A question on Remedy 6.3

[John Atherly]

The permission on QA and Prod matched.   But while closing the window on 
the SHR:People form production I click save by mistake even though I made 
no changes to the form or permission.   How it is working!I forgot 
about the trick of just opening and saving it.

Thanks everyone
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




LJ LongWing lj.longw...@gmail.com 
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04/26/2012 03:22 PM
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Re: A question on Remedy 6.3






** 
John,
Check the permissions they have to the request ID on Prod…I would bet that 
they don’t have access to everyone elses record…so you likely have 
assignee in there…but not public, or something similar.
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Thursday, April 26, 2012 12:54 PM
To: arslist@ARSLIST.ORG
Subject: A question on Remedy 6.3
 
** 
First off yes I still have a small group of users that are still on 6.3  

I have been asked to look at an issue were users are not getting the list 
menu after they type in a name on a form 

I have a form call let say Phone Numbers and on this form is a character 
field in which they can type in a partial name and then an active link 
fire to set it to all Caps.   Then the same active link takes the value in 
caps and does a look up to the SHR:People form to find LIKE matching Full 
Name and returns the needed information. 

I have three environment  Dev QA and Production.   If I try it, it works 
on all three servers  but if a standard user tries it, it only works on 
Dev and QA.  In the log file I can see it changing to caps and doing the 
look up but if no match is found it set the field to NULL.  If the 
standard user just types in any letter found in their Full Name it will 
only return their record.  So I think it is working it's just that they 
can not see others SHR:People records.They have view access to the 
form and read access to Full Name. 

I have removed all the workflow and replaced it with a new copy from QA 

Both server have submitter lock on 

Is there any other server setting that I can not think of since I think 
this is a permission issue on the server level. 



Working in 6.3 Admin I really did miss the function of Dev Studio. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Def-export of Packing Lists missing objects...

[John Atherly]

Dose the missing workflow show up in the list just before you click 
Import?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Misi Mladoniczky m...@rrr.se 
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04/24/2012 02:57 PM
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Re: Def-export of Packing Lists missing objects...






Hi,

Thanks both for the feedback.

I will try this last one tomorrow and see if it works better.

I created a small tool that compares the content of the packing list
container to the objects in the def file. Maybe that could be a tool to
compile and share? Anyone interested?

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* 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.

 hey Misi,

 The way I export packing lists is to export them this way:

 right click on the server, select Export - Object Definitions. Then on
 the pop-up select the packing list and on selection Add Items with
 Related Property, select Content.

 This way works reliably.

 Guillaume
 
 From: Action Request System discussion list(ARSList) 
[arslist@ARSLIST.ORG]
 on behalf of Misi Mladoniczky [m...@rrr.se]
 Sent: Tuesday, April 24, 2012 1:02 PM
 To: arslist@ARSLIST.ORG
 Subject: Def-export of Packing Lists missing objects...

 Hi,

 I am putting workflow objects into packing lists, so that I know what to
 export/import to the production server at a later time.

 A couple of times I have seen missing objects in the resulting def-file,
 where the objects are in the packing-list included in the def, but a few
 objects themselves are missing...

 I am working with 7.6.04 SP2 on all levels.

 I am right-clicking on the packing list in Dev Studio and choosing 
export
 packing list.

 Has anyone else seen this? I is very frustrating.

 Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 
2011)

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
 * 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
.

 
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Re: Setting the 112 field with a flow

[John Atherly]

I was hoping you got an answer to your question.  I'm having an issue 
something like yours but mine is an AL that works in the client but not in 
the web.  It's just a simple delete record AL and for some reason it will 
not work on the web using either a support access or admin access.  I gave 
up and re wrote the work flow do to just set the record to inactive and 
then not show it.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Marek B. mare...@gmail.com 
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04/20/2012 09:47 AM
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Subject
Setting the 112 field with a flow






** Hi,
I'm dynamically setting permission to the record. User fires a workflow 
and sets the 112 field with the custom role name.
In my application role name = group name. So I'm able to see that entry in 
database as: ;-1234567890;
Also I can see it in the 112 field as : Role Name
Request ID has permissions: Submitter and Role Name

The weird situation is that a user which is assigned the role is able to 
see that request only from WUT client. 
Any web based client keeps on saying  No matching request (or no 
permission to requests) ...

Why the user can easily access that request from Windows Client and it's 
not accessible form web?

Any help would be appreciated.

Marek
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Re: Setting the 112 field with a flow

[John Atherly]

On mine yes I even deleted Tomcats tempoary cache files then restarted 
Tomcat and cleared out my PC cache.  I could see other changes to the form 
so the recache worked. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Joe Martin D'Souza jdso...@shyle.net 
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Re: Setting the 112 field with a flow






** 
 
Did you recache the mid tier after creating that group and role?
 
Joe
 
From: Marek B. 
Sent: Friday, April 20, 2012 9:47 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Setting the 112 field with a flow
 
** Hi, 
I'm dynamically setting permission to the record. User fires a workflow 
and sets the 112 field with the custom role name.
In my application role name = group name. So I'm able to see that entry in 
database as: ;-1234567890;
Also I can see it in the 112 field as : Role Name
Request ID has permissions: Submitter and Role Name
 
The weird situation is that a user which is assigned the role is able to 
see that request only from WUT client. 
Any web based client keeps on saying  No matching request (or no 
permission to requests) ...
 
Why the user can easily access that request from Windows Client and it's 
not accessible form web?
 
Any help would be appreciated.
 
Marek

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Application-Delete-Entry $SCHEMA$ $Request ID$

[John Atherly]

Ok I give up on figuring out why I'm getting error  Return Code: 0l

ACTL Checking APR:SE:APP:Delete Network Share (0)
ACTL - Passed qualification -- perform if actions
ACTL  0: Run Process
ACTL Application-Delete-Entry $-5$ $1$
ACTL   Process: Application-Delete-Entry 
APR:SE:APP:ApprovalConfig 982
ACTL   Failed
ACTL  Return Code: 0l


_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Application-Delete-Entry $SCHEMA$ $Request ID$

[John Atherly]

Sitting back from it I realize I needed th @@: in the beginning
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Joe Martin D'Souza jdso...@shyle.net 
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arslist@ARSLIST.ORG
04/13/2012 03:22 PM
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Subject
Re: Application-Delete-Entry $SCHEMA$ $Request ID$






** 
Your SQL log may probably have the reason why a delete fails..
 
Things I can think of off-hand:-
Does that entry really exist?
Does the user performing that operation, have access to $1$?? I’m assuming 
he does as he seems to be able to read what that value is.
Does the DB user that the AR System is connecting through, still have the 
rights to delete? Or has it been revoked?
 
Joe
 
From: John Atherly 
Sent: Friday, April 13, 2012 2:30 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Application-Delete-Entry $SCHEMA$ $Request ID$
 
** 
Ok I give up on figuring out why I'm getting error  Return Code: 0l 

ACTL Checking APR:SE:APP:Delete Network Share (0) 
ACTL - Passed qualification -- perform if actions 
ACTL  0: Run Process 
ACTL Application-Delete-Entry $-5$ $1$ 
ACTL   Process: Application-Delete-Entry 
APR:SE:APP:ApprovalConfig 982 
ACTL   Failed 
ACTL  Return Code: 0l 


_
 


John Atherly  |  APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Application-Delete-Entry $SCHEMA$ $Request ID$

[John Atherly]

Thanks
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Joe Martin D'Souza jdso...@shyle.net 
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arslist@ARSLIST.ORG
04/13/2012 03:22 PM
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Subject
Re: Application-Delete-Entry $SCHEMA$ $Request ID$






** 
Your SQL log may probably have the reason why a delete fails..
 
Things I can think of off-hand:-
Does that entry really exist?
Does the user performing that operation, have access to $1$?? I’m assuming 
he does as he seems to be able to read what that value is.
Does the DB user that the AR System is connecting through, still have the 
rights to delete? Or has it been revoked?
 
Joe
 
From: John Atherly 
Sent: Friday, April 13, 2012 2:30 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Application-Delete-Entry $SCHEMA$ $Request ID$
 
** 
Ok I give up on figuring out why I'm getting error  Return Code: 0l 

ACTL Checking APR:SE:APP:Delete Network Share (0) 
ACTL - Passed qualification -- perform if actions 
ACTL  0: Run Process 
ACTL Application-Delete-Entry $-5$ $1$ 
ACTL   Process: Application-Delete-Entry 
APR:SE:APP:ApprovalConfig 982 
ACTL   Failed 
ACTL  Return Code: 0l 


_
 


John Atherly  |  APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail

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Missing Active link to manage

[John Atherly]

I'm trying to add another button to the Navigation bar on the left side of 
the Incident Console.  I created the button and created the active link 
that will fire off the button.  But when I go in to associate the active 
link to the button it is not in the drop down list of active links to add. 
 I have saved the form and active link but I can not get it to show in the 
drop down list when you click here to manage active links. 

BMC Remedy Developer Studio Version: 7.5.00 Patch 004 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
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Re: Missing Active link to manage

[John Atherly]

I don't have access to the database to run the SQL search.   I logged out 
of Dev Studio and I am able to see the active link in the list of all 
active links. Just not the active link list that is in the properties of 
the navigation bar.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
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Joe Martin D'Souza jdso...@shyle.net 
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Subject
Re: Missing Active link to manage






** 
Try logging into the database (SQL client) as ARADMIN and run this query..
 
select count(*) from actlink where name = ‘My active link name’;
 
Obviously type in your exact name of the active link (case sensitive).
 
Or try the name in all lower case..
select count(*) from actlink where LOWER(name) = ‘my active link name’;
 
If you do not get a count of 1, that active link for some reason does not 
exist on your server..
 
Joe
 
From: John Atherly 
Sent: Tuesday, April 10, 2012 12:49 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Missing Active link to manage
 
** 
I'm trying to add another button to the Navigation bar on the left side of 
the Incident Console.  I created the button and created the active link 
that will fire off the button.  But when I go in to associate the active 
link to the button it is not in the drop down list of active links to add. 
 I have saved the form and active link but I can not get it to show in the 
drop down list when you click here to manage active links.  

BMC Remedy Developer Studio Version: 7.5.00 Patch 004 
_
 


John Atherly  |  APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail

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Re: Missing Active link to manage

[John Atherly]

Yes I double checked that.  But thanks for asking I have done some simple 
mistakes before. 

It is link to the button on the form.  But if you look at the navigation 
bar properties there is another place it looks likes you need to link it.  
I just tested it and it is working but I'm still wondering while the 
active link is not showing up in the manage active link area of the 
navigation bar.   May the active link fairy connects it during the night.

Thanks for your help
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Joe Martin D'Souza jdso...@shyle.net 
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04/10/2012 01:14 PM
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Re: Missing Active link to manage






** 

Are you sure you attached the active link to the right form??? If not you 
will not see it on that list..
 
Also why don’t you associate the AL to the field directly when you are 
editing the AL?? I would think that is a easier one step approach rather 
than creating an AL and then saving and closing it, opening the form its 
tied to, and then attaching it from the properties of the field.. That’s 
sort of like taking a world tour to check a local landmark..
 
Joe
 
From: John Atherly 
Sent: Tuesday, April 10, 2012 1:10 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Missing Active link to manage
 
** 
I don't have access to the database to run the SQL search.   I logged out 
of Dev Studio and I am able to see the active link in the list of all 
active links. Just not the active link list that is in the properties of 
the navigation bar.
_
 


John Atherly  |  APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 



Joe Martin D'Souza jdso...@shyle.net 
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arslist@ARSLIST.ORG 
04/10/2012 12:58 PM 

Please respond to
arslist@ARSLIST.ORG



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Subject
Re: Missing Active link to manage








** 
Try logging into the database (SQL client) as ARADMIN and run this query.. 

  
select count(*) from actlink where name = ‘My active link name’; 
  
Obviously type in your exact name of the active link (case sensitive). 
  
Or try the name in all lower case.. 
select count(*) from actlink where LOWER(name) = ‘my active link name’; 
  
If you do not get a count of 1, that active link for some reason does not 
exist on your server.. 
  
Joe 
  
From: John Atherly 
Sent: Tuesday, April 10, 2012 12:49 PM 
Newsgroups: public.remedy.arsystem.general 
To: arslist@ARSLIST.ORG 
Subject: Missing Active link to manage 
 
** 
I'm trying to add another button to the Navigation bar on the left side of 
the Incident Console.  I created the button and created the active link 
that will fire off the button.  But when I go in to associate the active 
link to the button it is not in the drop down list of active links to add. 
 I have saved the form and active link but I can not get it to show in the 
drop down list when you click here to manage active links.  

BMC Remedy Developer Studio Version: 7.5.00 Patch 004 
_
 


John Atherly  |  APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail

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Re: Missing Active link to manage

[John Atherly]

No there is no AL listed on the right side. I counted 215 AL if the 
Incident Manager Console is the primary form and then counted the AL that 
are on the left side with Show available Active Links checked  and it is 
only showing 126.  If I unchecked the Show available Active Links the 
count jumps up to 276 AL tied to the form.  So I'm guessing I have 61 
associated with the form but not as the primary

The link is working even thou no AL is listed in the navigation properties
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Cecil, Ken kce...@hubbell.com 
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Subject
Re: Missing Active link to manage






** 
Is it already on the right hand side of the manage AL dialogue? (if so it 
would not be on the left side, correct?)
 
Is the “Show available Active Links” checkbox selected?
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Tuesday, April 10, 2012 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Missing Active link to manage
 
** 
Yes I double checked that.  But thanks for asking I have done some simple 
mistakes before.   

It is link to the button on the form.  But if you look at the navigation 
bar properties there is another place it looks likes you need to link it.  
I just tested it and it is working but I'm still wondering while the 
active link is not showing up in the manage active link area of the 
navigation bar.   May the active link fairy connects it during the night. 

Thanks for your help
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 



Joe Martin D'Souza jdso...@shyle.net 
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Re: Missing Active link to manage
 








** 

Are you sure you attached the active link to the right form??? If not you 
will not see it on that list.. 
  
Also why don’t you associate the AL to the field directly when you are 
editing the AL?? I would think that is a easier one step approach rather 
than creating an AL and then saving and closing it, opening the form its 
tied to, and then attaching it from the properties of the field.. That’s 
sort of like taking a world tour to check a local landmark.. 
  
Joe 
  
From: John Atherly 
Sent: Tuesday, April 10, 2012 1:10 PM 
Newsgroups: public.remedy.arsystem.general 
To: arslist@ARSLIST.ORG 
Subject: Re: Missing Active link to manage 
  
** 
I don't have access to the database to run the SQL search.   I logged out 
of Dev Studio and I am able to see the active link in the list of all 
active links. Just not the active link list that is in the properties of 
the navigation bar.
_
 


John Atherly  |  APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Joe Martin D'Souza jdso...@shyle.net 
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Re: Missing Active link to manage
 









** 
Try logging into the database (SQL client) as ARADMIN and run this query.. 

 
select count(*) from actlink where name = ‘My active link name’; 
 
Obviously type in your exact name of the active link (case sensitive). 
 
Or try the name in all lower case.. 
select count(*) from actlink where LOWER(name) = ‘my active link name’; 
 
If you do not get a count of 1, that active link for some reason does not 
exist on your server.. 
 
Joe 
 
From: John Atherly 
Sent: Tuesday, April 10, 2012 12:49 PM 
Newsgroups: public.remedy.arsystem.general 
To: arslist@ARSLIST.ORG 
Subject: Missing Active link to manage 
 
** 
I'm trying

Re: OT: Fun at Kinetic -- Beers for Bugs

[John Atherly]

Could not see the graphs.  Just a square with a red x in it. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




John Sundberg john.sundb...@kineticdata.com 
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Re: OT: Fun at Kinetic -- Beers for Bugs






** I am surprised nobody commented on the graphs -- I think the graphs are 
cool.

-John

On Mon, Apr 2, 2012 at 3:43 PM, John Sundberg 
john.sundb...@kineticdata.com wrote:
At KEG we announced Kinetic Request 5.1 and Kinetic Task 2.0…

As you can tell from the graphs below -- this is our biggest release ever…
***The competition is getting better - but they are still light years 
behind, and - relative to our improvements - they are going backwards :)

I am off to our internal software release party -- Beers for Bugs…

Each bug found gets you 1/2 a beer - bought by me :)

Here is a fun little graph that shows our ARS code over the last few 
versions.






-John


-- 
John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I john.sundb...@kineticdata.com 
www.kineticdata.com I community.kineticdata.com 






-- 
John Sundberg
Kinetic Data, Inc.
Your Business. Your Process.
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I john.sundb...@kineticdata.com 
www.kineticdata.com I community.kineticdata.com 



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John Atherly is out of the office

[John Atherly]

I will be out of the office starting  03/17/2012 and will not return until
03/24/2012.

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Re: ResetKickbackCount Escalation question .... out of the box escalation seems to be updating every incident older than 31 days

[John Atherly]

I looked more into this escalation to see what it is doing and what fields 
that it uses and why.  I found a filter (HPD:INC:SetFromResolved_Kickback) 
 that fires when a ticket is reopened that increases the count in the 
Kickback count field. Then on the first of the month this escalation fire 
and reset everything back to zero.  My best guess is that this process is 
used for some out of the box report.   I think I'm going to recommend to 
just disable the escalation.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Joe Martin D'Souza jdso...@shyle.net 
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03/12/2012 10:36 PM
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Subject
Re: ResetKickbackCount Escalation question  out of the box escalation 
seems to be updating every incident older than 31 days






** 
 
I completely agree that bypassing the application layer is never a good 
idea unless absolutely necessary.. the second option of a custom Last 
Modified Date2 set by custom workflow is a better idea as the framework of 
its implementation stays within the applications context.
 
Direct SQL’s if used, MUST be used CAREFULLY. The only reason I thought of 
it in this case is that I’m almost 100% sure a Direct SQL when used within 
workflow to update a record, does not alter the Last Modified Date or Last 
Modified By field. It just updates what is asked to update and bypasses 
the application layer altogether and does not update these system fields 
even if the SQL was designed to update a AR record.
 
Out of curiosity (I didn’t have the time to find out the purpose of this 
Escalation), what does it do?
 
Joe
 
 
From: Jose Huerta 
Sent: Monday, March 12, 2012 7:31 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: ResetKickbackCount Escalation question  out of the box 
escalation seems to be updating every incident older than 31 days
 
** I think that change a set action to a direct SQL to avoid normal ARS 
behavior is a bad practice and you'll pay it at the future.
Jose M. Huerta
Project Manager
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94

SM2 Baleares S.A.
C/Rita Levi 
Edificio SM2 Parc Bit
07121 Palma de Mallorca
  
La información contenida en este mensaje de correo electrónico es 
confidencial. La misma, es enviada con la intención de que únicamente sea 
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje 
por otras personas no está autorizado, por lo que en tal caso, le rogamos 
que nos lo comunique por la misma vía, se abstenga de realizar copias del 
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de 
inmediato.
P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es 
necesario.



On Mon, Mar 12, 2012 at 21:25, Joe Martin D'Souza jdso...@shyle.net 
wrote:
Three may be a workaround provided HPD:INC:ResetKickbackCount does not 
trigger any filters that sets other fields..

Instead of the set field operation use Direct SQL in the Escalation.

Direct SQL's will not touch the Last Modified Date to the best of my 
knowledge. The side effect is that they will not trigger any workflow 
either set for modify action of a filter.

You could try

UPDATE KickBack_Count from HPD:Help_Desk where Entry_ID = $1$

z1D Action is a display only field which is set to RESETKICKBACK, so you 
would need to check all the filters that run on Escalations that get 
triggered on this value of z1D Action, and see if those actions can be 
replicated by direct SQL's too..

That way you could potentially modify the record without touching the Last 
Modified Date.

ALTERNATELY, created a Last Modified Date2 field that gets set on 
Modifications only when the user is not AR_ESCALATOR.

Joe

-Original Message- From: John Atherly
Sent: Monday, March 12, 2012 3:13 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: HPD:INC:ResetKickbackCount Escalation question  out of 
the box escalation seems to be updating every incident older than 31 days

I have a report the looks for all Incidents modified in the last 10 days 
that runs and the escalation called HPD:INC:ResetKickbackCount is killing 
my report since it modifies all incidents.  Does anyone know any thing 
about kick back.

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Re: ResetKickbackCount Escalation question .... out of the box escalation seems to be updating every incident older than 31 days

[John Atherly]

I agree I don't like to disable workflow but in this case with the 
escalation doing a modify all records and with the number of records in my 
system and plus the fact we are not using this report.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Jose Huerta jose.hue...@sm2baleares.es 
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03/13/2012 08:45 AM
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Subject
Re: ResetKickbackCount Escalation question  out of the box escalation 
seems to be updating every incident older than 31 days






** My recommendation about customizations is to add and not to delete or 
disable objects ( 
http://theremedyforit.com/2012/03/best-practices-for-customizations/ ) So 
I continue to recommend to create another last modified by and date 
fields.

Jose M. Huerta
Project Manager
Movil: 661 665 088
Telf.: 971 75 03 24
Fax: 971 75 07 94

SM2 Baleares S.A.
C/Rita Levi 
Edificio SM2 Parc Bit
07121 Palma de Mallorca
 
La información contenida en este mensaje de correo electrónico es 
confidencial. La misma, es enviada con la intención de que únicamente sea 
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje 
por otras personas no está autorizado, por lo que en tal caso, le rogamos 
que nos lo comunique por la misma vía, se abstenga de realizar copias del 
mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de 
inmediato.
P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es 
necesario.



On Tue, Mar 13, 2012 at 13:40, John Atherly 
john.athe...@schneider-electric.com wrote:
** 
I looked more into this escalation to see what it is doing and what fields 
that it uses and why.  I found a filter (HPD:INC:SetFromResolved_Kickback) 
 that fires when a ticket is reopened that increases the count in the 
Kickback count field. Then on the first of the month this escalation fire 
and reset everything back to zero.  My best guess is that this process is 
used for some out of the box report.   I think I'm going to recommend to 
just disable the escalation.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Joe Martin D'Souza jdso...@shyle.net 
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arslist@ARSLIST.ORG 
03/12/2012 10:36 PM 


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arslist@ARSLIST.ORG


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cc

Subject
Re: ResetKickbackCount Escalation question  out of the box escalation 
seems to be updating every incident older than 31 days








** 
  
I completely agree that bypassing the application layer is never a good 
idea unless absolutely necessary.. the second option of a custom Last 
Modified Date2 set by custom workflow is a better idea as the framework of 
its implementation stays within the applications context. 
  
Direct SQL’s if used, MUST be used CAREFULLY. The only reason I thought of 
it in this case is that I’m almost 100% sure a Direct SQL when used within 
workflow to update a record, does not alter the Last Modified Date or Last 
Modified By field. It just updates what is asked to update and bypasses 
the application layer altogether and does not update these system fields 
even if the SQL was designed to update a AR record. 
  
Out of curiosity (I didn’t have the time to find out the purpose of this 
Escalation), what does it do? 
  
Joe 
  
  
From: Jose Huerta 
Sent: Monday, March 12, 2012 7:31 PM 
Newsgroups: public.remedy.arsystem.general 
To: arslist@ARSLIST.ORG 
Subject: Re: ResetKickbackCount Escalation question  out of the box 
escalation seems to be updating every incident older than 31 days 
  
** I think that change a set action to a direct SQL to avoid normal ARS 
behavior is a bad practice and you'll pay it at the future. 
Jose M. Huerta
Project Manager 
Movil: 661 665 088 
Telf.: 971 75 03 24 
Fax: 971 75 07 94 

SM2 Baleares S.A.
C/Rita Levi 
Edificio SM2 Parc Bit 
07121 Palma de Mallorca 
 
La información contenida en este mensaje de correo electrónico es 
confidencial. La misma, es enviada con la intención de que únicamente sea 
leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje 
por otras personas no está

Re: HPD:INC:ResetKickbackCount Escalation question .... out of the box escalation seems to be updating every incident older than 31 days

[John Atherly]

I have a report the looks for all Incidents modified in the last 10 days that 
runs and the escalation called HPD:INC:ResetKickbackCount is killing my report 
since it modifies all incidents.  Does anyone know any thing about kick back.

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SLM error's out during the copy mode

[John . Atherly]

I'm trying to use the copy button in the SLM console and I keep on getting 
the below error.  I have tried to create one manualy but also get the 
below error.  I looked at the active link action 7 and it is doing a push 
to the form SLM:Clonebase but no field is set to have an unique index.

ARERR [382] The value(s) for this entry violate a unique index that has 
been defined for this form : schema: SLM:ServiceTarget, entry: 
558, 3 unique index(es), field(s): 179 300314700 49400 


The preceding message occurred during the execution of active link 
SLM:Console:SVTCopyItem -- action 7. (ARNOTE 1101)

I can do both operations on my QA server which is a mirro image of my 
production. 

7.5.00 Patch 003
Windows Server 2003
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 

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Re: Remedy/Oracle person NEEDED at Quantico, VA

[John . Atherly]

77 blue sky's in Miami but next week will be in your next of the woods 
Patrick.   Let it snow so I can do a little snowmobiling




Rick Cook remedyr...@gmail.com 
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01/17/2012 01:40 PM
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Subject
Re: Remedy/Oracle person NEEDED at Quantico, VA






** 
It's 54 and partly sunny in NoVa right now.  
Rick
On Jan 17, 2012 1:37 PM, White, Michael W (Mike) 
michael.wh...@verizon.com wrote:
** 
Human beings weren’t made to live in conditions like that.  Most of us 
have no fur.
 
Mike White
EMail michael.wh...@verizon.com
Office 813.978.2192
 
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Tuesday, January 17, 2012 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy/Oracle person NEEDED at Quantico, VA
 
** HAH !   Try Rome, NY.. I have seen the Highs for 42 days Straight of -2 
and below.. The Highs..  LOL
the Lows were -20 -36 -44  .. without the wind.. 



On Tue, Jan 17, 2012 at 1:13 PM, White, Michael W (Mike) 
michael.wh...@verizon.com wrote:
** 
Nothing personal, Rick.  It’s expletive deleted cold up there.
 
Mike White
EMail michael.wh...@verizon.com
Office 813.978.2192
 
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, January 17, 2012 1:04 PM

To: arslist@ARSLIST.ORG
Subject: Re: Remedy/Oracle person NEEDED at Quantico, VA
 
** 
FWIW, if it's the position I think it is, you would be on my team.  
(sound of resumes being shredded)   
Rick
On Jan 17, 2012 1:00 PM, arslist arsl...@danielbloom.ca wrote:
** 
Afraid it is more like 4700. Everyone get your resumes ready and hit send 
in 20.. 19… 18
 
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: January 17, 2012 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy/Oracle person NEEDED at Quantico, VA
 
** WOW: all of us at the same time? LOL.. all 2700... 
On Tue, Jan 17, 2012 at 9:34 AM, Donna J. Hoover donnahooo...@aol.com 
wrote:
The Remedy/Oracle position at Quantico is still open and we are looking 
forward to hearing from you.

Regards,
Donna

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Get Entry Question

[John . Atherly]

I know that Get Entry executes when a request is retrieved.  My question 
is if any workflow touches the request it will fire.  So if I have a web 
service that does a look up to retrive all of the users incidents this 
will kick off the Get Entry?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 

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HELP KMS_DataExchange causing Malloc failed on production server

[John . Atherly]

Our production server started throwing Malloc failed on server (ARERR 300) 
errors yesterday.  After looking into the Filter logs I noticed that they 
were full of the below entery.  I checked Dev Studio for any changes to to 
Filters, Escalation and found none.   It looks like something is trigger 
the filter to run on all Incidents to create a record in KMS_DataExchange. 
 Last night there were about 5000 records with the first one started at 
12/18/2011 11:58:36 PM.  This morning I check to see how many were created 
over night and I found that yesterday records were deleted and the newest 
record was dated 12/20/2011 12:01:28 AM.  I checked the Escalation log and 
did not see anything that would have fired that would have deleted all the 
records. 

I also checked our QA and Dev Servers and they are also creating 
KMS_DataExchange records but only if a incident is created or Modified and 
also the records from yesterday were deleted over night

Has anyone seen this before or knows anything on it


Start filter processing (phase 1) -- Operation - GET on KMS:DataExchange - 
1303981
FLTR TID: 011436 RPC ID: 0002157980 Queue: Fast   
Client-RPC: 390620USER: Demo   /* Tue Dec 20 2011 07:43:54.3460 */ 
End of filter processing (phase 1) -- Operation - GET on 
KMS:DataExchange - 1303981
FLTR TID: 066264 RPC ID: 0002157981 Queue: Fast   
Client-RPC: 390620USER: Demo   /* Tue Dec 20 2011 07:43:54.3620 */ 
Start filter processing (phase 1) -- Operation - GET on 
KMS:DataExchange - 1303982
FLTR TID: 066264 RPC ID: 0002157981 Queue: Fast   
Client-RPC: 390620USER: Demo   /* Tue Dec 20 2011 07:43:54.3620 */ 
End of filter processing (phase 1) -- Operation - GET on 
KMS:DataExchange - 1303982
FLTR TID: 032848 RPC ID: 0002157982 Queue: Fast   
Client-RPC: 390620USER: Demo   /* Tue Dec 20 2011 07:43:54.3780 */ 
Start filter processing (phase 1) -- Operation - GET on 
KMS:DataExchange - 1303983
FLTR TID: 032848 RPC ID: 0002157982 Queue: Fast   
Client-RPC: 390620USER: Demo   /* Tue Dec 20 2011 07:43:54.3780 */ 
End of filter processing (phase 1) -- Operation - GET on 
KMS:DataExchange - 1303983



7.5.00 Patch 003
Windows Server 2003
SQL -- Oracle
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 

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Re: Incident Management reports

[John . Atherly]

Not all fields were loaded in to Analytics Universe.  You will need to add 
them and then export your changes back in to the Universe.   I would 
recommend getting training on setting up permissions and adding fields to 
the Universe as will as learning on how to create reports.  As a Crystal 
report writer I have found that doing things in Analytics is not the same 
as in Crystal do to the fact that BMC or SAP has made Analytics a drag and 
drop application.  In Analytics you must keep your thinking simple.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Christine Milton Hall christine_milton_h...@pepperidgefarm.com 
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Subject
Incident Management reports






** 
First let me thank everyone for their feedback on the first 2 emails.. 

Now for the next piece of the question.

If I can find data in a search, to me that means that the data exists in 
the database already. Would there be any reason that fields would be 
required to be added to a form or the DB if data can be found in a search 
(such as date and time stamps for Assigned and Resolved)?

thanks!
c



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Trying to find out what workflow make the server do a search on HPD:Help Desk form

[John . Atherly]

When I search on a field the holds the Kinetic number (KSR) the action 
takes along time to complete compared to the time it takes to search on 
the ICN number


Below is what my DBA sent me.

When searching by KSR it runs this sql which ignores the index:

SELECT * FROM ( SELECT 
T1908.C1,C100161,C100018,C100019,C10,C303497300,C100164,C7,C100217,C100218,C105261,C103009
 
FROM T1908 WHERE (T1908.C800021100 LIKE '%KSR00304374%') ORDER BY 
C100161 DESC, 1 ASC ) WHERE ROWNUM =  9001

When searching by Incident Num it runs this sql which returns in seconds:

SELECT * FROM ( SELECT 
T1908.C1,C100161,C100018,C100019,C10,C303497300,C100164,C7,C100217,C100218,C105261,C103009
 
FROM T1908 WHERE (T1908.C100161 = 'INC00239686') ORDER BY 
C100161 DESC, 1 ASC ) WHERE ROWNUM =  9001

Notice the difference in the clause after WHERE . 

When I run the first sql at the db level it takes between 60-90 seconds. 
When I run the modified sql below it returns in seconds just like the INC 
search:

SELECT * FROM ( SELECT 
T1908.C1,C100161,C100018,C100019,C10,C303497300,C100164,C7,C100217,C100218,C105261,C103009
 
FROM T1908 WHERE (T1908.C800021100 = 'KSR00304374') ORDER BY 
C100161 DESC, 1 ASC ) WHERE ROWNUM =  9001


Where would this SQL statement live in Developer Studio. 

1.  Ran client side logs on AL, Filters and the other boxes checked off 
and nothing show up in my client side logs
2.  I have search and read several Active Links but none of them have the 
SQL statement
3.  Did the same for filters
4.  Searched menu guides

Currently the DBA is out for the Holiday and can not contact him. 

Remedy 7.6
Oracle back end

_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: Trying to find out what workflow make the server do a search on HPD:Help Desk form

[John . Atherly]

Thank you Frank and Frederick   I never thought about QBE Match
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Grooms, Frederick W frederick.w.gro...@xo.com 
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Re: Trying to find out what workflow make the server do a search on 
HPD:Help Desk form






The system is performing an anywhere LIKE search (T1908.C800021100 LIKE 
'%KSR00304374%') because you have the field that holds the KSR set for 
QBE Match = Anywhere (in the Database section of the Field's 
definition). 

Changing that to Leading should change the SQL to: 
   T1908.C800021100 LIKE 'KSR00304374%' 
which will use the index, but that will mean that you can no longer just 
enter the number 304374 to find the data.  If you want to just enter the 
number you would have to enter %304374 to find the data.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
john.athe...@schneider-electric.com
Sent: Monday, November 21, 2011 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Trying to find out what workflow make the server do a search on 
HPD:Help Desk form

** 
When I search on a field the holds the Kinetic number (KSR) the action 
takes a long time to complete compared to the time it takes to search on 
the ICN number 


Below is what my DBA sent me. 

When searching by KSR it runs this sql which ignores the index: 

SELECT * FROM ( SELECT 
 
T1908.C1,C100161,C100018,C100019,C10,C303497300,C100164,C7,C100217,C100218,C105261,C103009
 
FROM T1908 WHERE (T1908.C800021100 LIKE '%KSR00304374%') ORDER BY 
C100161 DESC, 1 ASC ) WHERE ROWNUM =  9001 

When searching by Incident Num it runs this sql which returns in seconds: 

SELECT * FROM ( SELECT 
 
T1908.C1,C100161,C100018,C100019,C10,C303497300,C100164,C7,C100217,C100218,C105261,C103009
 
FROM T1908 WHERE (T1908.C100161 = 'INC00239686') ORDER BY 
C100161 DESC, 1 ASC ) WHERE ROWNUM =  9001 

Notice the difference in the clause after WHERE .   

When I run the first sql at the db level it takes between 60-90 seconds. 
 When I run the modified sql below it returns in seconds just like the INC 
search: 

SELECT * FROM ( SELECT 
 
T1908.C1,C100161,C100018,C100019,C10,C303497300,C100164,C7,C100217,C100218,C105261,C103009
 
FROM T1908 WHERE (T1908.C800021100 = 'KSR00304374') ORDER BY 
C100161 DESC, 1 ASC ) WHERE ROWNUM =  9001 


Where would this SQL statement live in Developer Studio.   

1.  Ran client side logs on AL, Filters and the other boxes checked off 
and nothing show up in my client side logs 
2.  I have search and read several Active Links but none of them have the 
SQL statement 
3.  Did the same for filters 
4.  Searched menu guides 

Currently the DBA is out for the Holiday and can not contact him.   

Remedy 7.6 
Oracle back end 
_
 

John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 

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SQL feed into Remedy 7.6 sending special characters

[John . Atherly]

I have a data base that holds employee information that is using SQL to 
push the data into Remedy to either create new users or update the users 
current record in the CTM:People form.   Since we are a global company 
some of the names are coming in with special characters in them.  Such a 
the two dots over the a.  My question can I have remedy strip these out 
or should I have SQL strip these out.  If I have remedy what would be the 
best way to do this? 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: SQL feed into Remedy 7.6 sending special characters

[John . Atherly]

When a user calls into the Helpdesk and tells then their name is Noël 
Smith the support person in another part of the world types in Noel Smith 
and does a search.  Since Noel Smith does not equal Noël Smith they get 
the message no record found.   I think I'm going to push back that support 
needs to search on the user company ID.


Thanks 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Ben Chernys ben.cher...@softwaretoolhouse.com 
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11/11/2011 04:07 PM
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Re: SQL feed into Remedy 7.6 sending special characters






** 
Why would you want to?  Do you not want the names correct?  I am quite 
sure they would not be in fields that cannot support them such as email 
addresses of user ids.
 
Also, and perhaps only with umlauts in German, removal of the umlaut 
implies an addition of an ‘e’.  So for example, Juergen and Jürgen are 
equivalent in German.  The same is not true for French accents.  And there 
are umlauts in French as well.  Noël for example.  Note that there are no 
umlauts on ‘E’ in German and only on ‘E’ in French.  I do not know the 
correct rules for removing accents from Norwegian or Finnish.
 
So removal of these special characters (or rather the translation of these 
characters) would depend on the language that those characters were used 
in (perhaps in the case of a person, the site or country of that person).
 
Finally, should you really want to do this, you can certainly approach it 
in a number of ways.  
 
One would be simply build an SQL view effecting the translations.  In this 
case (I am presuming you will be using a view form) you would base the 
form on your view rather than the source table.  Then, the characters 
would be replaced before they got to Remedy.
 
With Meta-Update you can cause these characters to be changed with a 
simple substitute on reading the SQL before they get to Remedy.  You can 
also base the substitution on the other data in the SQL such as language 
or location.
 
Umlauts and other accents and characters are handled in the extended ASCII 
character set no problem so there is really no need to change these 
characters even if you are not running a UTF database.
 
Cheers
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   Ben.Chernys _AT_ softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate 
your imports, migrations, in no time at all, without programming, 
without staging forms, without merge workflow. 
http://www.softwaretoolhouse.com/ 
 
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
john.athe...@schneider-electric.com
Sent: November-11-11 21:31
To: arslist@ARSLIST.ORG
Subject: SQL feed into Remedy 7.6 sending special characters
 
** 
I have a data base that holds employee information that is using SQL to 
push the data into Remedy to either create new users or update the users 
current record in the CTM:People form.   Since we are a global company 
some of the names are coming in with special characters in them.  Such a 
the two dots over the a.  My question can I have remedy strip these out 
or should I have SQL strip these out.  If I have remedy what would be the 
best way to do this? 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 
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Re: Map invite for ARS

[John . Atherly]

You need to have a google acount first and be signed in.  Then you will 
see the tools to add a pin
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Sanford, Claire claire.sanf...@memorialhermann.org 
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11/08/2011 02:50 PM
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Re: Map invite for ARS






** 
How do I add my location to the map?
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, November 08, 2011 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Fun: Map invite for ARS
 
** 
I've shared a map with you called ARS Locations:
You can view and edit this map at
http://maps.google.com/maps/ms?ie=UTF8hl=enoe=UTF8msa=0msid=200221395581023988742.0004b13c0a2dd8fb0f21a
 
 
-John
 
 
 
-- 
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.com
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Re: Displaying Remedy information in a NOC

[John . Atherly]

Who's there?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 




Tommy Morris tommy.mor...@radioshack.com 
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Re: Displaying Remedy information in a NOC






It's the first part of a NOC NOC joke

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, October 28, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Displaying Remedy information in a NOC

What's a NOC?

- Original Message -
From: Rick Cook remedyr...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Friday, October 28, 2011 10:10:05 AM
Subject: Displaying Remedy information in a NOC

** 

I have been tasked with coming up with some solutions for how to display a 
Remedy dashboard in the NOC.  What kinds of solutions are you all using?   
I thought that the easiest way would be to simply display the mid-tier web 
page.  Is that workable?  They want the data to be pretty much real time.  


Rick _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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Re: Displaying Remedy information in a NOC

[John . Atherly]

SCOM who?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Tommy Morris tommy.mor...@radioshack.com 
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10/28/2011 10:26 AM
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Re: Displaying Remedy information in a NOC






** 
SCOM 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
john.athe...@schneider-electric.com
Sent: Friday, October 28, 2011 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Displaying Remedy information in a NOC
 
** 
Who's there?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 



Tommy Morris tommy.mor...@radioshack.com 
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arslist@ARSLIST.ORG 
10/28/2011 10:23 AM 


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Subject
Re: Displaying Remedy information in a NOC
 








It's the first part of a NOC NOC joke

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, October 28, 2011 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Displaying Remedy information in a NOC

What's a NOC?

- Original Message -
From: Rick Cook remedyr...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Friday, October 28, 2011 10:10:05 AM
Subject: Displaying Remedy information in a NOC

** 

I have been tasked with coming up with some solutions for how to display a 
Remedy dashboard in the NOC.  What kinds of solutions are you all using? I 
thought that the easiest way would be to simply display the mid-tier web 
page.  Is that workable?  They want the data to be pretty much real time. 

Rick _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

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BMC Analytics Missing form

[John . Atherly]

I'm looking in the Universe for the Remedy form User and do not see it.  I 
Imported the Universe and did a refresh on it and it is not listed in the 
forms.  Am I missing a step or is there something I need to turn on the 
form so Analytics can see it

Remedy 7.6
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Re: BMC Analytics Missing form

[John . Atherly]

Not showing up in the drop down box.  I believe your first part is correct 
and I need to do an insert table and insert it.  Then it will or should be 
in the drop down box. 

Thanks
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Chowdhury, Tauf tauf.chowdh...@frx.com 
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Re: BMC Analytics Missing form






** 
John,
Analytics is basically a pre-packaged universe that BMC has written which 
encompasses most of the ITSM suite that is forward facing to the user 
community for reporting such as your Incidents/Changes/Problems/ etc… 
For something like the User form to be visible as a “Universe” item, you 
must Insert Table and insert it from there. Are you saying it is not 
showing up from the list of available tables or that it is not there out 
of the box? 
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
john.athe...@schneider-electric.com
Sent: Tuesday, October 25, 2011 10:51 AM
To: arslist@ARSLIST.ORG
Subject: BMC Analytics Missing form
 
** 
I'm looking in the Universe for the Remedy form User and do not see it.  I 
Imported the Universe and did a refresh on it and it is not listed in the 
forms.  Am I missing a step or is there something I need to turn on the 
form so Analytics can see it 

Remedy 7.6
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
*** Please consider the environment before printing this e-mail 
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This e-mail and its attachments may contain Forest Laboratories, Inc. 
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ARWARN 9351 message

[John . Atherly]

I looked in a lot of old post on this and could not find the answer to 
resolve this issue.   I have a user in Australia that when using the web 
thet receive the error (ARWARN 9351) Unable to setup data connection, 
which is preventing the application from working correctly. I looked up 
the AR System error messages and the only extra addition that I could find 
for the error was An internal error occurred during a back channel 
request from the browser to the mid tier server. 

7.5.00 Patch 003
Windows Server 2003

I'm thinking it might just be a time out error since the user also says 
the connection speed is very slow.

Anyone know the solution or should I fly to Australia to see if I also get 
the error?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
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Re: ARWARN 9351 message

[John . Atherly]

Thank you for your response.   I'll work down the list you provide and 
hopefully it will resolve the issue.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Axton axton.gr...@gmail.com 
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Re: ARWARN 9351 message






** backchannel request is a servlet request to get data for menus, table 
fields, and a litany of other things.  What this error means is that the 
browser attempted to issue a get or post to that servlet and the expected 
(or no) response was not received.  The cause can vary, but the underlying 
issue is that between the browser and the midtier, something mangled or 
blocked the request.  This could be some type of security mechanism on 
your web server, web browser, issues with session tracking (SSO solution 
that blocks the request, a misconfigured load balancer, a load balancer 
policy that does not work with the end users proxy, etc.).

If you are running load balanced midtier servers, you need to look at your 
load balancer, as this could potentially be the cause.
If you are running a, SSO solution, look at the session tracking.
If the end user has security things in their browser, look into that, try 
disabling them.
If the end user is behind a active/active proxy servers, make sure your 
load balancer uses a method compatible with that arrangement (use cookie 
based session persistence).
If you run a web server (IIS, Apache, etc.), check what modules/plugins 
you have loaded and look for things that are related to security that are 
configured to block requests (usually according to some regex).

There are a number of other things that can cause this issue as well.  You 
just need to identify where the connection is broken.

Axton Grams

On Fri, Oct 21, 2011 at 8:54 AM, john.athe...@schneider-electric.com 
wrote:
** 
I looked in a lot of old post on this and could not find the answer to 
resolve this issue.   I have a user in Australia that when using the web 
thet receive the error (ARWARN 9351) Unable to setup data connection, 
which is preventing the application from working correctly. I looked up 
the AR System error messages and the only extra addition that I could find 
for the error was An internal error occurred during a back channel 
request from the browser to the mid tier server. 

7.5.00 Patch 003 
Windows Server 2003 

I'm thinking it might just be a time out error since the user also says 
the connection speed is very slow. 

Anyone know the solution or should I fly to Australia to see if I also get 
the error?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +305-266-5005 ext. 237  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 703 
Waterford Way, Suit 850, Miami, FL 33126 USA 
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Analytics and Join form

[John . Atherly]

I'll looking to see if my thinking is correct on this.  I noticed today in 
BMC Analytics Universe that it doesn't list any join forms.  My thinking 
of why is because Join forms do not hold information but gather it up at 
the time it is opened.  Is this safe to say?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Re: Analytics and Join form

[John . Atherly]

Thanks
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Nathan Aker nathan_a...@mcafee.com 
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Re: Analytics and Join form






** 
Correct, for Analytics the joins are built within the universe to define 
the relationships between objects.   It builds the SQL join string which 
is really what a Join form is effectively.
 
Nathan Aker
ITSM Solution Architect
McAfee, Inc.

 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
john.athe...@schneider-electric.com
Sent: Tuesday, August 30, 2011 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Analytics and Join form
 
** 
I'll looking to see if my thinking is correct on this.  I noticed today in 
BMC Analytics Universe that it doesn't list any join forms.  My thinking 
of why is because Join forms do not hold information but gather it up at 
the time it is opened.  Is this safe to say?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Opening a different view

[John . Atherly]

I created a new view for admins only but I can not get the client to open 
the new view.  I followed the help document in Developer Studio.   I 
trying this on  the HPD:Help Desk form  and I copied the Default view. 
Developer Studio named it NewDefault User View.  I rename the new view 
minus the word New and added the extension _Admin to the end.(Default 
User View_Admin)   The only other thing I changed was the Menu Access to 
allow Modify All.This way an admin can enter _Admin in the Open Window 
View Extension field in user preferences and he or she will redirected to 
the new view. 


From Developer Studio Help

Allowing users to select a view based on preferences 
You can create an alternate view of an existing view that can dynamically 
open at runtime for specific users. The user controls the view selection 
by setting the Open Window View Extension field in the user preferences. 
The alternate view must start with the same prefix as an existing view. 

For example, if an existing view has the label Inventory, an alternate 
view can have the label Inventory_Large Font. Select Inventory in the Form 
View field of the active link, and instruct users to specify _Large Font 
in the Open Window View Extension field in user preferences. 



_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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How do I opening a different view of a form?

[John . Atherly]

I created a new view for admins only but I can not get the client to open 
the new view.  I followed the help document in Developer Studio.   I 
trying this on  the HPD:Help Desk form  and I copied the Default view. 
Developer Studio named it NewDefault User View.  I rename the new view 
minus the word New and added the extension _Admin to the end.(Default 
User View_Admin)   The only other thing I changed was the Menu Access to 
allow Modify All.This way an admin can enter _Admin in the Open Window 
View Extension field in user preferences and he or she will redirected to 
the new view. 


From Developer Studio Help 

Allowing users to select a view based on preferences 
You can create an alternate view of an existing view that can dynamically 
open at runtime for specific users. The user controls the view selection 
by setting the Open Window View Extension field in the user preferences. 
The alternate view must start with the same prefix as an existing view. 

For example, if an existing view has the label Inventory, an alternate 
view can have the label Inventory_Large Font. Select Inventory in the Form 
View field of the active link, and instruct users to specify _Large Font 
in the Open Window View Extension field in user preferences. 



_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Resize a view.

[John . Atherly]

I'm trying to resize a form that only has one view.  I'm looking for the 
form to open up in the size of 2 inches by 3 inches.  It only has two 
question and an Save button on it plus several hidden fields.   I followed 
the steps below but it still opens full screen with the client.  I read 
that the web opens based on the broswer settings but the client should 
open the new form in the size I want. 

Choose Layout  Show Actual View Size.
Select the view.
Drag the resize handles.
Resize the form window and save the form 

7.6
Windows

_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Re: Resize a view.

[John . Atherly]

They are all hidden and group up in the left top corner just under the not 
hiidden fields
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Frank Caruso caruso.fr...@gmail.com 
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Re: Resize a view.






Are there any stray fields below your main display area? The User tool
resizes forms based on the location of all displayed fields.


On Fri, Aug 5, 2011 at 9:32 AM,  john.athe...@schneider-electric.com 
wrote:
 **
 I'm trying to resize a form that only has one view.  I'm looking for the
 form to open up in the size of 2 inches by 3 inches.  It only has two
 question and an Save button on it plus several hidden fields.   I 
followed
 the steps below but it still opens full screen with the client.  I read 
that
 the web opens based on the broswer settings but the client should open 
the
 new form in the size I want.

 Choose Layout  Show Actual View Size.
 Select the view.
 Drag the resize handles.
 Resize the form window and save the form

 7.6
 Windows

 
_

 John Atherly  |   APC by Schneider Electric   |  Information, Process 
 Organization (IPO)  |   Remedy Administrator / Developer
 Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |
 Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132
 Fairgrounds Road, West Kingston, RI 02892 USA
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Re: Resize a view.

[John . Atherly]

Thanks all for responding.  I need the on open to be submit so that it 
creates the record that I'm looking for.   Nothing worked unless I set it 
to Dialog and then the record is not created. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Grooms, Frederick W frederick.w.gro...@xo.com 
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How are you opening the form?  If you are opening it any other way than a 
Dialog it will open based on the User's settings (If they have Maximize 
Window set in the options)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of joh...@...com
Sent: Friday, August 05, 2011 9:32 AM
To: arslist@ARSLIST.ORG
Subject: Resize a view.

I'm trying to resize a form that only has one view.  I'm looking for the 
form to open up in the size of 2 inches by 3 inches.  It only has two 
question and an Save button on it plus several hidden fields.   I followed 
the steps below but it still opens full screen with the client.  I read 
that the web opens based on the broswer settings but the client should 
open the new form in the size I want.   

Choose Layout  Show Actual View Size. 
Select the view. 
Drag the resize handles. 
Resize the form window and save the form 

7.6 
Windows 

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Re: Separation of Admin and Development Duties

[John . Atherly]

We have run across the same issue and basicly the developers do not roll 
out their changes on Production that is handled by the admins.  The 
developers and admin all have full access to all servers  Dev, QA and 
Production but each keeps in their own rolls. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
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Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Arner, Todd tar...@glhec.org 
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Separation of Admin and Development Duties






** 
We have been given a directive to separate the Remedy Development and 
Administrative functions.  Basically, we have been instructed to come up 
with a way to ensure that no one person can make development changes and 
also be able to set up users accounts.  We currently split the roles 
between two groups so that no one person is doing both, however, since the 
developers and admins have Administrator privileges, there is nothing 
stopping either from performing all functions.
Does anyone else out there have a similar requirement?  If so, can you 
share your solution? 
I am just not seeing a way to do this.  Or maybe I just don't want to see 
the way. :)  Seems to me both rolls need to have Administrator privileges 
to complete their tasks.
Any insight is greatly appreciated. 
ARS 7.5 p7 
MS SQL 2005 
Windows 2003 SP2 
Thanks, 
Todd Arner 
Great Lakes 

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Analytics issue: You do not have the right to edit the universe 'ITSM' in folder '/'

[John . Atherly]

I can Import and update the universe and save it while in Designer on the 
server.  But when I try to Export it back in I and my other colleagues are 
getting this error.  You do not have the right to edit the universe 
'ITSM' in folder '/'  We looked at the access we have in Analytics and 
we all have admin rights.  Is this an Analytics access issue or a server 
issue. I'm told nothing has changed on either.  I tried testing it on a 
different server but I got a different error and can not log on.  Internal 
Problem[repo_proxy 13] SessionFacade::openSession - check rights has 
failed One or more arguments are invalid.(hr=#0x0) 

We rebooted the servers
The Universe is not locked

_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Re: Celebration ... two years in the making ... an upgrade to v7.5 completed!

[John . Atherly]

Congratulations.  I hope will hit that milestone soon
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Susan Palmer suzanpal...@gmail.com 
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Subject
Celebration ... two years in the making ... an upgrade to v7.5 completed!






** 
Hi everyone,
 
Just needed to share my excitement with others that would appreciate it.  
Saturday we completed our upgrade to ARS v7.5P7 !
 
We started nearly two years ago and last year gave up on what would be 
termed a conventional upgrade and built a new server instance with v7.5 
and exported/import all objects to it.  Of course that presented some 
challenges but nothing near what the platform upgrade was presenting.  
Then of course there's freeze time for us from Oct-Jan and other higher 
priority projects, but finally we are there!
 
Over the last two months I've been adjusting to Dev Studio and have most 
of it figured out.  I know it does cool things which I appreciate but 
sometimes I miss the simplicity of the old admin tool.
 
But we're there and I'm so pleased!!
 
Susan
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Re: Print button not working on Midtier

[John . Atherly]

If I'm correct you can install Crystal Enterprise server on your Midtier.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Bharad w remedy.bharad...@gmail.com 
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Re: Print button not working on Midtier






** can I know any solution for this Issue , any help is appreciated.

On Wed, Jul 13, 2011 at 12:42 PM, Mahesh mchand...@gmail.com wrote:
** Print functionality works on the Mid-Tier and as well as on the BMC 
Remedy User on ITSM 7.6.0x.

Thanks
Mahesh 


On Wed, Jul 13, 2011 at 1:01 PM, Roger Justice rjust2...@aol.com wrote:
** The print button only works in the client tool since it is calling a 
Crystal Report. 




-Original Message-
From: Bharad w remedy.bharad...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Jul 13, 2011 1:58 pm
Subject: Print button not working on Midtier

Hi,
 we are facing an Issue with the Print ButtonWhen clicking the Print 
button 
at the bottom of an incident nothing shows up. any suggestions are 
appreciated. 
Thanks in advance. environment is 7.6.04 patch1.

Thanks

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Field Size

[John . Atherly]

I'm trying to create an automated process in which Remedy is fed data on 
users and either a new people record is created or the current record is 
updated.  Everything is working except some user have entered in long 
phone extension such as New York Office 2345 or New York Lab 5432. This 
issue is the CTM:People only excepts 20 characters.   I'm looking for a 
filter action that would only keep the first 20 characters of the 
extension before passing it on to CTM:People 


The information is being pushed by SQL to the table in Oracle.  Remedy 
picks up the new record in the view form with an escalation the fires off 
a filter to push it to a regular form.  Once in the regular form the data 
is cleaned up and check by several different filters before it is send to 
CTM:People. 

7.5.00 Patch 003
Windows 2003
Oracle 11
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Re: OT: Anyone want to save $900 off WWRUG11 Registration?

[John . Atherly]

Any typographic errors or misspellings are all Steve Jobs' fault :-)
 
You just made my day with that line.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Doug Blair d...@blairing.com 
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Subject
Re: OT: Anyone want to save $900 off WWRUG11 Registration?






Andre,

Just wanted to say thank you to you for making this selfless and generous 
offer. Sharing knowledge and helping each other out is what this is all 
about.

And BTW it's not worth $2000. WWRUG is priceless! :-)

See you in DC!

Doug

--
Doug Blair
+1 224-558-5462

Sent from my iPad2
Any typographic errors or misspellings are all Steve Jobs' fault :-)

On Jul 7, 2011, at 9:39 AM, Andre Hughes neo1...@yahoo.com wrote:

 Good morning,
 
 The discount code has been claimed. Thank you for your responses.
 
 Andre
 
 
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Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long Post)

[John . Atherly]

Is the server cacheing or Mid Tier?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Rick Cook remedyr...@gmail.com 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
06/28/2011 08:47 AM
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Subject
Re: arserver.exe is consuming 100% cpu - possible DB corruption? (Long 
Post)






** 
We saw on ESX 3.5 that adding CPUs actually slowed performance, due to a 
bug in how the processors were accessed.  Dropping to 1 or 2 helped a lot, 
as did upgrading to v4.
Rick
On Jun 28, 2011 5:33 AM, Reiser, John J john.j.rei...@lmco.com wrote:
 Mark,
 I've been working with BMC Support since last week. They have had me 
send many log files trying to capture an event but nothing has shown up 
yet. I'll check into Spotlight.
 
 Theo,
 Already disabled escalations, alerts etc. I even disabled every filter 
with a notify action because that was the first bit of workflow that would 
send arserver.exe running away. The system still overloads.
 
 Joe,
 I'll ask the VM admins to check the NIC settings. Since the SQL Server 
is remote and on a huge SAN that side should be ok. The DBA said he saw no 
unusual traffic to the ARSystem db.
 
 Rick,
 There ARE FOUR Lights. Sorry can you tell I'm losing it.
 The VM has 2 CPUs configured.
 VMware Tools says version 8.3.7 build 341836.
 
 LJ,
 I've been capturing Filter, thread, API, SQL logs and sent them to BMC 
Support. They see no long queries or transactions that could be causing 
the high cpu usage. I did combine sql and api. I'll add the filter logs 
and see what kind of timing I get between the three.
 
 Thanks for the feedback.
 If BMC can't solve it today I think I'm going to use Misi's rrrChive and 
export and reload the user data after we rollback the meta(?) data from 
before the problem started.
 
 
 --- 
 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 
 
 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
 Sent: Tuesday, June 28, 2011 4:59 AM
 To: arslist@ARSLIST.ORG
 Subject: EXTERNAL: Re: arserver.exe is consuming 100% cpu - possible DB 
corruption? (Long Post)
 
 Grab a copy of Spotlight on Windows from www.quest.com and you can use 
it to view the various threads within the arserverd.exe and work out which 
one is causing the high CPU load. Once you have this you can reference the 
thread/sql/api/filter logs to see what activity it is.
 
 Mark
 
 I work for BMC, I don't speak for them.
 
 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
 Sent: 27 June 2011 22:27
 To: arslist@ARSLIST.ORG
 Subject: arserver.exe is consuming 100% cpu - possible DB corruption? 
(Long Post)
 
 Hello Listers,
 ARS 7.6.03
 MS 2003 Enterprise
 MS SQL 2005 (remote)
 Total home grown system. No OOTB modules.
 
 
 I have a real stumper here. It even has BMC scratching their heads.
 I have a production system that is experiencing cpu overload that runs 
up to 99 in the processes and sits there.
 The ARSystem server is virtual machine. We thought maybe it was a MS 
Patch Tuesday issue and we removed the 10 recent MS patches one at a 
time and restarted the machine each time. The problem still exists after 
the arserver service starts. Sometime immediately and sometimes it will 
sit for 1- 20 minutes before it starts to hog the CPUs.
 To eliminate any other OS and file system issues we grabbed a two week 
old backup image of the server and restored it.
 The system came back ok for a short while and then started to lock up 
the CPU again.
 Working with BMC I set the logs on and restarted. We saw the system jump 
to 100% within a minute and captured a 10MB arsql.log file.
 It can force the overload at anytime by firing filter workflow with a 
notification action in it.
 I disabled this one filter but the system still loaded up. I added a 
Filter that ran a 0 and the only action was Goto 1000 to jump all Filter 
actions that fired on the change of the Status field in question.
 Still no joy. 
 I've disabled every piece of Notify workflow. That worked the best and 
kept the system alive for longer stretches but we can't run a system that 
way.
 
 I've come to the realization that there may be corrupted information in 
the DB

Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.

[John . Atherly]

My guess is the ARS System Email Message form. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Andrew C Goodall ago...@jcpenney.com 
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06/08/2011 10:49 AM
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Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email 
field for person is not good.






** 
Which staging form are you referring to? Thanks – and wonder why BMC 
support would not know this?
 
Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com  | 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Wednesday, June 08, 2011 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet 
email field for person is not good.
 
When things like this happen, the only way to get rid of these emails 
before they go out is to start deleting pending emails from the staging 
form.
 
I had this similar problem 2 weeks ago. Out of the roughly 30,000 emails 
that got generated, I was able to delete 20,000(give or take). Had to keep 
refreshing the form for a while till they stopped getting created. 
Hind-sight I should have just changed the status to sent as a bulk 
modify would have been faster than delete.
 
I am sure all seasoned developers have run into this at some point. 
 
Now You now need to setup some workflow to ensure the email address 
doesn't get populated with a zero again... The email issue has been around 
since version 6.x, and don't think it's going away anytime soon.


Sent from my iPhone

On Jun 8, 2011, at 7:16 AM, Andrew C Goodall ago...@jcpenney.com wrote:
** 
We process about 20-30k emails a day – if we just shut down email then we 
hurt more people.
Our issue was to let all email through other than this one particular 
email that got sent to everyone.
 
In fact the email engine performed great throughout this event and 
processes all email as we would expect and other notifications were not 
considerably delayed – it was just kept extra busy for 2 days
 
What we need BMC to answer is how to isolate and remove a particular 
notification from NTE before it gets to the AR System Email Messages.
 
Regards,
 
Andrew Goodall
Software Engineer 2 | Development Services |  jcpenney . www.jcp.com 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, June 08, 2011 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet 
email field for person is not good.
 
** why not just go to the ar email config and disable it ? or change the 
password and let it fail even...
but I think you are asking for a button next to turn off escalations that 
is turn off email?
On Wed, Jun 8, 2011 at 10:05 AM, Axton axton.gr...@gmail.com wrote:
What is 'as designed' is the ability to use a group id, group name,
login name, or email address in the email message delivery fields.
When a number is seen, it is interpreted as a group id.
Unfortunately, 0 is the group id for public.

Not saying it's right, but that's what it is, and the application can
(and in my opinion, should) account for this.

Seems a knob could be added to the email engine that disallowed this,
or defined a threshold for group member count could be used to address
this.  It's not the first time this has burned someone (not
necessarily in the ITSM world either).  The notification engine may
add a layer of abstraction on top of the email engine that discounts
the use of this capability at the email engine layer (I don't know
enough about it to say for sure).

Take a system that has an email auto-reply set up.  Send an email to
that system with a reply-to address of 0 and guess what you would get.

Axton

The opinions, statements, and/or suggested courses of action expressed
in this E-mail do not necessarily reflect those of BMC Software, Inc.
My voluntary participation in this forum is not intended to convey a
role as a spokesperson, liaison or public relations representative for
BMC Software, Inc.

On Wed, Jun 8, 2011 at 8:49 AM, Andrew C Goodall ago...@jcpenney.com 
wrote:
 **

 All,



 FYI – for ITSM users



 We had an issue last week in which a service desk associate created a
 proposed people record for a vendor and entered a zero as the persons 
email
 address.

 Upon creating the incident with the new person as the customer the BMC
 workflow treated “zero

Re: Friday humor

[John Atherly]

I must be the luckiest person today.  I'm just coming off two weeks in the
sun in Fort Lauderdale and I might have Monday and the rest of the time
off.
_


John Atherly  |   APC by Schneider Electric   |  Information, Process 
Organization (IPO)  |   Remedy Administrator / Developer
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132
Fairgrounds Road, West Kingston, RI 02892 USA
*** Please consider the environment before printing this e-mail



   
 Meyer, Jennifer  
 L
 jennifer.meyer@N  To 
 C.GOVarslist@ARSLIST.ORG 
 Sent by: Action   cc 
 Request System
 discussion list   Subject 
 (ARSList)Friday humor
 arslist@ARSLIST. 
 ORG  
   
   
 05/20/2011 12:29  
 PM
   
   
 Please respond to 
 arslist@ARSLIST.O 
RG 
   
   




FYI: The world ends tomorrow.  So if I'm not in the office on Monday,
you'll know why.

Jennifer Meyer
Remedy Technical Support Specialist
State of North Carolina
Office of Information Technology Services
Service Delivery Division ITSM  ITAM Services
Office: 919-754-6543
ITS Service Desk: 919-754-6000
jennifer.me...@nc.gov
http://its.state.nc.us

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by
an authorized State Official.

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Re: Password pattern matching in Kinetics

[John Atherly]

Thank you for your responce.  After several more hours of playing around I 
got it working using 
^.*(?=.{8,})(?=.*[a-z])(?=.*[A-Z])(?=.*[^A-Za-z0-9]).*$
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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LJ LongWing lj.longw...@gmail.com 
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Re: Password pattern matching in Kinetics






** 
John,
I don’t have direct experience with Kinetic, but I would imagine you would 
need to do 3 separate checks.  By doing it the way you are, as you 
described you are saying that it must be in the order you specify.  If 
however you check it for lower, then for upper, then for special, all 3 
should pass regardless of order.
 
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Atherly
Sent: Monday, March 07, 2011 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Password pattern matching in Kinetics
 
** 
I'm trying to create a field in Kinetics that the user will enter in the 
new password in and I want to make sure it meets the specs.  It must 
include an upper case character, a lower case character, a special 
character (for example: #, !, +, %) and be 8 characters in length. 
I've gotten it to meet the upper and lower case and the special character 
as long as it is typed in that order any thing else fails.   


([A-Z]+[a-z]+[^A-Za-z0-9])equal any upper case followed by a lower 
case and then a special character 
were 
([^A-Za-z0-9]+[A-Z]+[a-z])equals the same but in a different order 
special character followed by an upper case and then lower case 

or I could use 
([A-Z]+[a-z]+[0-9]+[^A-Za-z0-9])|([^A-Za-z0-9]+[A-Z]+[a-z]+[0-9]) which 
equals either of the examples but not any that start with a lower or any 
other combination. 

I think what I'm looking for should be something like
([A-Z])([a-z])([^A-Za-z0-9]){8} 

Thanks 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 

Password pattern matching in Kinetics

[John Atherly]

I'm trying to create a field in Kinetics that the user will enter in the 
new password in and I want to make sure it meets the specs.  It must 
include an upper case character, a lower case character, a special 
character (for example: #, !, +, %) and be 8 characters in length.
I've gotten it to meet the upper and lower case and the special character 
as long as it is typed in that order any thing else fails. 


([A-Z]+[a-z]+[^A-Za-z0-9])equal any upper case followed by a lower 
case and then a special character
were
([^A-Za-z0-9]+[A-Z]+[a-z])equals the same but in a different order 
special character followed by an upper case and then lower case

or I could use
([A-Z]+[a-z]+[0-9]+[^A-Za-z0-9])|([^A-Za-z0-9]+[A-Z]+[a-z]+[0-9]) which 
equals either of the examples but not any that start with a lower or any 
other combination.

I think what I'm looking for should be something like
([A-Z])([a-z])([^A-Za-z0-9]){8}

Thanks 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 

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Re: Test- Please ignore

[John Atherly]

Sorry we are all on vacation didn't you get the meno?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Shellman, David dave.shell...@tycoelectronics.com 
Sent by: Action Request System discussion list(ARSList) 
arslist@ARSLIST.ORG
01/26/2011 10:51 AM
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Subject
Re: Test- Please ignore






** 
We're ignoring as best as we can.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ars Lister
Sent: Wednesday, January 26, 2011 10:10 AM
To: arslist@ARSLIST.ORG
Subject: Test- Please ignore

** 
This is just a test.  Have not received postings since 1/18 and am testing 
to see if I see this one.  Please ignore.

_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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Re: Java Developer needed for full time job in Chicago, IL. Must have BPEL, ESP, and Oracle experience and be a US Citizen or Green Card Holder

[John Atherly]

I would have to Side with Claire since Remedy and other applications that 
work with Remedy are using Java.   I'm surprised that they are not also 
requiring Remedy skills
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Rick Cook remedyr...@gmail.com 
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Re: Java Developer needed for full time job in Chicago, IL. Must have 
BPEL, ESP, and Oracle experience and be a US Citizen or Green Card Holder






** 
Normally, I would agree with you, Claire, but the job requirements don't 
mention Remedy at all, so I have to go with Phil on this one.
 
Rick
On Wed, Nov 17, 2010 at 10:25 AM, Sanford, Claire 
claire.sanf...@memorialhermann.org wrote:
** 
Since Column is pretty much a BMC/Remedy only shop, it would stand to 
reason that this is a Remedy related position, even if it does not 
explicitly say it is... 

From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of Murnane, Phil
Sent: Wednesday, November 17, 2010 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Java Developer needed for full time job in Chicago, IL. Must 
have BPEL, ESP, and Oracle experience and be a US Citizen or Green Card 
Holder

** 
David:
 
We respectfully request that you keep posts to the ARSlist limited to 
topics related to the family of BMC Remedy AR System and related 
products.  There are many, many more suitable places on the internet for 
Java Developer Wanted postings.
 
Thank You,
--Phil
 
From: Action Request System discussion list(ARSList) [mailto:
arsl...@arslist.org] On Behalf Of Frankfater, David
Sent: Wednesday, November 17, 2010 10:54
To: arslist@ARSLIST.ORG
Subject: Java Developer needed for full time job in Chicago, IL. Must have 
BPEL, ESP, and Oracle experience and be a US Citizen or Green Card Holder
 
** 
We have a full time opening for Java developer.  Do you know of anyone 
that might be interested?  
 
Responsibilities:
 
* Participate as a team member in the application development area.
* Learn business functions to effectively participate in technical 
analysis, design, construction and implementation.
* Code solutions to problems using a structured approach keeping in 
mind long term maintainability and quick accessibility.
* Test coded solutions properly against customer acceptance criteria 
to ensure a quality application
* Document consistently and accurately on all application projects. 
All technical documentation (new development and maintenance) should be 
complete, understandable and accessible.
* Communicate and maintain a productive working relationship with user 
base of product/service line as well as all appropriate parties to an 
assignment, both internal and external to IT.
* Report appropriate and correct status to project leadership, manager 
and Director.
* Improve knowledge in new technologies in order to use them in 
approved projects; participate on special projects as assigned.
* Completes other projects and duties as assigned.
 
Qualifications:
 
To perform this job successfully, an individual must be able to perform 
each essential duty satisfactorily.  Below are the minimum requirements of 
the education, experience, knowledge, and skills required to competently 
perform in this position.  Reasonable accommodations may be made to enable 
individuals with disabilities to perform the essential functions.
 
* BS/MS in Computer Science or equivalent experience
* 1+ years experience with various operative environments, toolsets 
and development methodologies
* Experience with Java, J2EE/JavaEE, Web services, SQL required
* Experience with BPEL, ESP, and Oracle Database required.
* Experience with SOA, XML, XSLT, PL/SQL preferred
* Understanding of RAD, SDLC, Client Server/Distributed Application 
Design and Development
* UNIX, Client/Server, PC Development Tools, Internet/Intranet
* Ability to collaboratively identify potential solutions and 
effectively communicate benefits
* Understanding of business processes, project management/planning, 
time management
* Ability to communicate effectively with teams, peers, clients
* Must be motivated and  be able to contribute in fast paced 
environment while maintaining quality of performance
* Must have at least one year experience developing and designing 
object-oriented programs using Java.
 
 
Kind regards,
 
David
 
David Frankfater
Column

Re: Print from Mid Tier

[John Atherly]

What about having the field open up in it's own window then use the 
javascript:window.print() to print that window
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Grooms, Frederick W frederick.w.gro...@xo.com 
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11/10/2010 03:28 PM
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Subject
Re: Print from Mid Tier






Not that I know of.  All this is doing is calling the browser's print 
routine.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Wednesday, November 10, 2010 1:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: Print from Mid Tier

** 
Fred,
Is there anyway to print just a field on the form using this code?

Kevin Begosh

-Original Message-
On Mon, Nov 8, 2010 at 5:48 PM, Grooms, Frederick W   wrote:
javascript:window.print(); in the runprocess action of an active link on 
the button if $CLIENT-TYPE$ = 9  should do it

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Monday, November 08, 2010 4:40 PM
To: arslist@ARSLIST.ORG
Subject: Print from Mid Tier

I have a print button on a few of my forms. I have been migrating users to 
the Mid Tier interface and of course the print buttons no longer function 
since they were using OLE.

Does anyone have an idea of a way to get a button to execute a print 
screen?

Thanks,

Andy L. Mayfield
Sr. SCADA Operation Center Technician
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: Duplicate Record On Staging Form

[John Atherly]

It has nothing to do with the clearing the staging form.   What it is 
telling you is that you have two records from you csv that have the same 
template name.  They both should be flag with the error. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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tristan.rop...@t-online.de tristan.rop...@t-online.de 
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Duplicate Record On Staging Form






** 
Hi all,

I have problems with the data load console.
I got spreadsheets  for import data of the process setup.
I want to import task templates, the operational data catalog is complete.
But  when i start to validate the staging forms after importing the csv 
files, i get
very often the error message Duplicate Record On Staging Form.
But i have cleared the staging table before i start the import job.
Bedide that, this record is unique in the csv file.
Does anybody know, what is the problem ?
Any help appreciated !
Cheers
Tristan
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Re: Escalation does not push vendor form data to regular form

[John Atherly]

Set the Escalation to do a set filed on the vendor form.Create a 
filter to do the push field action on modify
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Mahendra Mahalkar mahendra.mahal...@gmail.com 
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Re: Escalation does not push vendor form data to regular form






** 
Will AIE work for Ldap data structure, what should I put for mapping? 
External Data to ARSystem form, right? But all the time in prior versions 
we used vendor form which worked perfect.

 
Regards,
Mahendra Mahalkar 



On Tue, Nov 2, 2010 at 10:16 AM, Joe Martin D'Souza jdso...@shyle.net 
wrote:
** 
Have you tried using AIE as an alternative? Can’t really think about why 
an Escalation should fail but AIE should work.. It worked for me although 
I can’t say I have tried it for 7.6.03
 
Joe
 
From: Mahendra Mahalkar 
Sent: Tuesday, November 02, 2010 1:58 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Re: Escalation does not push vendor form data to regular form
 
** 
I checked the escalation logs, there I found only NULL values pushing to 
staging form.

 
Regards,
Mahendra Mahalkar 



On Tue, Nov 2, 2010 at 9:53 AM, Joe Martin D'Souza jdso...@shyle.net 
wrote:
** 
You haven’t turned off Escalations on that server have you?
 
Turn on your Escalation Log’s. This may tell you something if you think 
you have done everything else right..
 
Joe
 
From: Mahendra Mahalkar 
Sent: Tuesday, November 02, 2010 1:46 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG 
Subject: Escalation does not push vendor form data to regular form
 
** 
Hi All, 
I want to transfer ldap data from vendor form to staging form(regular 
form). ARS version - 7.6.03, DB - MS SQL 2005
For this, I created one escalation with push field action in which it 
create/modify the entries only if 'sAMAccountName' = $sAMAccountName$.
Mapped the vendor data to staging form. The issue is that escalation 
pushing NULL to staging form though I can see/query the vendor form data 
from arsystem.
I tried the following scenarios also ---
 
Created another vendor form, no luck 
Created another escalation, no luck 
Tried escalation to push vendor to another regular form, no luck 
Tried with matching ids in push field action, no luck 
tried same escalation between two regular forms where it worked perfect, 
but why it not working between vendor and regular form. 
Tried with vendor form with one field only, no luck 
I know it was easy to create such transfer prior to 7.6.03, is there any 
issue with this 7.6.03 version?
Help is appreciated. I am going to raise this issue with BMC Support also.
 
 
 
 
Regards,
Mahendra
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 

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Re: Escalation does not push vendor form data to regular form

[John Atherly]

I running 7.5 and current working on just about the samething where my 
vendor form is populated by employee data and I have an escalation that 
does a set field to modify the vendor form that kicks off the filter to 
move it to a workbook form to then allow the other filters run 
modification of the data before it gets pushed to the people form.

We been used this in 6.3 also with no issues
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 




Mahendra Mahalkar mahendra.mahal...@gmail.com 
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Re: Escalation does not push vendor form data to regular form






** 
Set field action is like a modify action on vendor which is not allowed 
as vendor point to Ldap where user doesn't have access to create or 
modify.

 
Regards,
Mahendra Mahalkar 



On Tue, Nov 2, 2010 at 4:16 PM, John Atherly john.athe...@apc.com wrote:

Set the Escalation to do a set filed on the vendor form.Create a 
filter to do the push field action on modify
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
*** Please consider the environment before printing this e-mail 



Mahendra Mahalkar mahendra.mahal...@gmail.com 
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Re: Escalation does not push vendor form data to regular form









** 
Will AIE work for Ldap data structure, what should I put for mapping? 
External Data to ARSystem form, right? But all the time in prior versions 
we used vendor form which worked perfect. 

  
Regards, 
Mahendra Mahalkar 



On Tue, Nov 2, 2010 at 10:16 AM, Joe Martin D'Souza jdso...@shyle.net 
wrote: 
** 
Have you tried using AIE as an alternative? Can’t really think about why 
an Escalation should fail but AIE should work.. It worked for me although 
I can’t say I have tried it for 7.6.03 
  
Joe 
  
From: Mahendra Mahalkar 
Sent: Tuesday, November 02, 2010 1:58 AM 
Newsgroups: public.remedy.arsystem.general 
To: arslist@ARSLIST.ORG 
Subject: Re: Escalation does not push vendor form data to regular form 
  
** 
I checked the escalation logs, there I found only NULL values pushing to 
staging form. 

  
Regards, 
Mahendra Mahalkar 



On Tue, Nov 2, 2010 at 9:53 AM, Joe Martin D'Souza jdso...@shyle.net 
wrote: 
** 
You haven’t turned off Escalations on that server have you? 
  
Turn on your Escalation Log’s. This may tell you something if you think 
you have done everything else right.. 
  
Joe 
  
From: Mahendra Mahalkar 
Sent: Tuesday, November 02, 2010 1:46 AM 
Newsgroups: public.remedy.arsystem.general 
To: arslist@ARSLIST.ORG 
Subject: Escalation does not push vendor form data to regular form 
  
** 
Hi All, 
I want to transfer ldap data from vendor form to staging form(regular 
form). ARS version - 7.6.03, DB - MS SQL 2005 
For this, I created one escalation with push field action in which it 
create/modify the entries only if 'sAMAccountName' = $sAMAccountName$. 
Mapped the vendor data to staging form. The issue is that escalation 
pushing NULL to staging form though I can see/query the vendor form data 
from arsystem. 
I tried the following scenarios also --- 
  
Created another vendor form, no luck 
Created another escalation, no luck 
Tried escalation to push vendor to another regular form, no luck 
Tried with matching ids in push field action, no luck 
tried same escalation between two regular forms where it worked perfect, 
but why it not working between vendor and regular form. 
Tried with vendor form with one field only, no luck 
I know it was easy to create such transfer prior to 7.6.03, is there any 
issue with this 7.6.03 version?
Help is appreciated. I am going to raise this issue with BMC Support also. 

  
  
  
  
Regards, 
Mahendra 
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Re: Can't open attachment field in display-only form

[John Atherly]

Yes you can't open in search mode


- Original Message -
From: Martin, Dwayne - martinrd [marti...@jmu.edu]
Sent: 11/01/2010 09:02 PM GMT
To: arslist@ARSLIST.ORG
Subject: Can't open attachment field in display-only form



Dear List,
I have a display-only form that on Window Loaded copies an attachment field 
from another form into its own field.  The attachment appears in the pool, but 
the users can't open it in either WUT or Mid Tier, even tho Public has read 
permission to the field and pool, and the user is an Administrator.   The form 
is in Search mode.  Could that be a problem?
Dwayne Martin
James Madison University
ARS  Mid Tier 7.1


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Re: Display as Text for Character Field

[John Atherly]

Create another character field with an active/filter that sets the value 
to equal your Display as text field. Then set it up to be hidden in new 
record mode and in view in search search mode and the Display field run 
the opposite.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Kemes, Lisa lisa.ke...@tycoelectronics.com 
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Subject
Display as Text for Character Field






** 
I originally set up a character field as Read Only, when a customer is 
modifying or adding a record, they cannot change this field.  When they do 
a search on this form, a Change Action makes this field Read/Write.  (I 
don't want anyone to change it, but I don't mind if they search on the 
field).  Plus I don't want to make my users use the advanced search 
option, I want to make it easy.
 
Well, I need some workflow to update this field from time to time, but it 
won't let me because the field is Read Only.  No biggee, I'll just change 
this field to Display as Text.  (even though I don't like Display as Text 
sometimes, I always end up having to draw a little box around the field). 
But there is no Change Action to turn off this Display as Text setting 
when the users are doing a search on the form.
 
Am I missing anything?  Is there an easy solution to this?
 
I'm working on the WUT (ARS 7.5 p4)
AR System Server 7.1 p7
Oracle 10g 
 
 
Lisa Kemes 
AR System Developer
Tyco Electronics
717-810-2408 tel
717-602-9460 cell
lisa.ke...@te.com
 
 
 
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Re: Reports in Crystal don't Display on Web

[John Atherly]

You need to have Crystal Enterprise installed on the Mid tier


- Original Message -
From: Anonymous [how...@homesteadbound.com]
Sent: 09/15/2010 10:28 PM AST
To: arslist@ARSLIST.ORG
Subject: Reports in Crystal don't Display on Web



The crystal reports are visible from the WUT but don't load on the web.  Can
somebody provide the list of steps needed to enable crystal report viewing
on the Mid-Tier?  Thank you.

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Re: Blackberry Integration with Remedy

[John Atherly]

You might want to look at Kinetic Data  http://www.kineticdata.com/   I 
seen a video on the Iphone submitting a ticket in Kinetic which in turns 
creates an incident ticket.   This is one thing I'm going to test once we 
finsh setting up our Kinetics. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Goza, Craig craig.g...@okdhs.org 
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Re: Blackberry Integration with Remedy






My organization has decided to use iphones as their preferred
smartphone. (please don't tease, they never asked my opinion)

Are any of these products compatible with the iphone?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, August 31, 2010 9:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Blackberry Integration with Remedy

You might also check out Zenprise. They offer management of BlackBerry
and other mobile devices from a support and security standpoint. 

--Original Message--
From: Tommy Morris
Sender: Arslist
To: Arslist
ReplyTo: Arslist
Subject: Re: Blackberry Integration with Remedy
Sent: Aug 31, 2010 10:28 AM

Thanks for the quick feedback, we will start a high level eval of these.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, August 31, 2010 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Blackberry Integration with Remedy

Both Aeroprise and MobileReach have excellent interfaces for
blackberries. 

Rick

-Original Message-
From: Tommy Morris tommy.mor...@radioshack.com
Sender:   Action Request System discussion list(

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Rick

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Re: Online vs. Instructor Led On Site Training

[John Atherly]

You do not get the full classroom experence. People attend not to ask 
ques(ions. Thus making the lear lless than in a classroom


- Original Message -
From: Jase Brandon [jasebran...@gmail.com]
Sent: 08/31/2010 04:36 PM AST
To: arslist@ARSLIST.ORG
Subject: Online vs. Instructor Led On Site Training



Hello All,
Does anyone have any preferences regarding Online BMC Training vs. On site
Instructor led training?
I have taken WBT's before and enjoy the experience of taking an instructor
led class on site, but have never done a virtual classroom instructor led
training.
My concern is that the Online BMC class won't have all the benefits of the
classroom. Thoughts anyone?

Thanks,

Jase Brandon
Quality Technology Services

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Is there any Rug Action in the New England area?

[John Atherly]

Is there any Rug Group Action in the New England area? 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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7.5 Suppot Permission error

[John Atherly]

I have a support person that can not create a incident ticket.  He gets 
the error message below.  He is not a member of either of the two groups 
but is just trying to create an incident and send it to the group.  I have 
check his permission and he does have Incident User which should allow him 
to create incidents for other groups.   Others on his team are able to 
create tickets. 
I search the list and found nothing on this error.  Goolge had one 
one answer and it did not apply.   I deleted his account and recreated it 
but no luck.

You do not have the authority to modify incident, INC1235. 
You must be a member or an associate member of either the owner group 
(SERVICE_DESK) or the assigned group (TREASURY). (ARERR 1291018)
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Group Member list Remedy 76

[John Atherly]

I need to run a report on all members of all groups.  In Remedy 6.3 I used 
SHR:Assignment but in Remedy 7.6 that form is no longer around.  Does 
anyone know a form that I can run a search on that will provide the group 
name and it's members?

7.5 Windows 2007
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-789-5735 ext. 2120  |   Fax: +401-789-3710  |   
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Fairgrounds Road, West Kingston, RI 02892 USA 
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Re: creating Groups

[John Atherly]

Create and a filter error message that will not let an incident ticket be 
saved with that group
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Martinez, Marcelo A marc...@cpchem.com 
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Re: creating Groups






** 
This question was asked on April 27th on the list… although I don’t think 
a solution was produced.
Amanullah did you ever find a work around for this?
 
What about a filter that will not allow assignment to that group in INC 
module? (I know it’s a bit “southern engineering”… but a possible 
solution).
 
Marcelo 
 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Enslin Van Blerk - MWEB
Sent: Tuesday, June 22, 2010 8:28 AM
To: arslist@ARSLIST.ORG
Subject: creating Groups
 
** 
Hi All
 
I am using ARS 7.1
 
Is it possible to create a group that is only available in the change 
module?
 
I have a group/department in our company that will not make use of the 
incident module but they will be assignees for a change. Currently the 
group appears in both the incident and the change module. The problem is 
people assign incidents to this group and no-one in that group looks at 
the incident module.
 
 
 
Regards
Enslin

 

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image/jpeg

Re: Interview Questions - Please help

[John Atherly]

I'll take number 11 
What is the function of DDE-Poke?

DDE-Poke is French for when you have to poke the server to get it to do 
what you want. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Ram Rudra rambabu.ru...@gssamerica.com 
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Interview Questions - Please help






Hi All,

In an interview point of view, I have gathered the below questions and
looking for answers. Please help.

1) What is the difference between and Active Link and a Filter?
2) What is a .def file used for?
3) What is a .arx file?
4) Who is Doug Mueller?
5) What is a use for an Active Link Guide?
6) What type of field is the Worklog field?
7) Name two DBMSs in which Remedy ARS can run on top of?
8) What does ARS stand for?
9) What are the core fields?
10) What does $MENU$ do?
11) What is the function of DDE-Poke?
12) What are ar.ini and ar.conf files used for?
13) Describe the features that are available by comparing ARS Ver. 6.3, 
7.1
and 7.5 majorly?
14) Why ardiff utility is used for?
15) How do you deploy your application on web?
16) When and in what situation you use workflow log, arerror.log,
arfilter.log, aresc.log?
17) Explain the actions available in active link which are not in Filters.
Explain why it is not.
18) Why ardiff utility is used for?
19) What is the primary table in the AR System data dictionary?
20) How does the AR System manage the data you see in Remedy Forms?
21) Without using DSO or EIE, what are your thoughts for providing a
'STANDARDIZED' methodology for interfacing/integrating with Remedy
applications.  This customer was actually looking to use C.I.M. or some
other open standard solution to interface with Remedy what you say?
22) How do you troubleshoot AR System server outages to restore access to
the system?
23) How does mid-tier work and where does it fit in the client server
architecture?
24) Describe how filters work?  They were actually looking how filters 
work
in different phases... which led to the next question.
25) Can you force a filter to fire all actions in the first phase?
26) List all of the possible uses for guides.  They were looking for 
walking
tables? 
27) What is walking tables?
28) when you use CMDBDriver.exe command line utility?
29) When you use arreload.exe command line utility?
30) how you reset the application administrator / demo password if you
forget it?
31) When you use arsignal command line utility?
32) When you use runmacro command line utility?
33) When you use archgid command line utility?
34) How many table types are available in ARSystem Database and explain
them?

Thanks  Regards,
Ram Rudra

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Re: Interview Questions - Please help

[John Atherly]

To do this you just need to add `! at the end of the filter   Filtername`!
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Ketan Sanas ketan.sa...@wipro.com 
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Re: Interview Questions - Please help






HI,
 
You can by overriding the filter phasing.
 
Regards,
Ketan



From: Action Request System discussion list(ARSList) on behalf of Nair, 
Rajesh IN BOM SISL
Sent: Wed 6/16/2010 5:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview Questions - Please help


** 
I would like to know the answer for this
As per me it will not .. i know i may be wrong as not a remedy guru over 
here
 
Can you force a filter to fire all actions in the first phase



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Wednesday, June 16, 2010 5:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview Questions - Please help


** 
I'll take number 11 
What is the function of DDE-Poke? 

DDE-Poke is French for when you have to poke the server to get it to do 
what you want. 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  | 
Email: john.athe...@apcc.com mailto: john.athe...@apcc.com   |   Site: 
www.apc.com/ http://www.apc.com/   |   Address: 132 Fairgrounds Road, 
West Kingston, RI 02892 USA 
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Ram Rudra rambabu.ru...@gssamerica.com 
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Subject
Interview Questions - Please help 

 




Hi All,

In an interview point of view, I have gathered the below questions and
looking for answers. Please help.

1) What is the difference between and Active Link and a Filter?
2) What is a .def file used for?
3) What is a .arx file?
4) Who is Doug Mueller?
5) What is a use for an Active Link Guide?
6) What type of field is the Worklog field?
7) Name two DBMSs in which Remedy ARS can run on top of?
8) What does ARS stand for?
9) What are the core fields?
10) What does $MENU$ do?
11) What is the function of DDE-Poke?
12) What are ar.ini and ar.conf files used for?
13) Describe the features that are available by comparing ARS Ver. 6.3, 
7.1
and 7.5 majorly?
14) Why ardiff utility is used for?
15) How do you deploy your application on web?
16) When and in what situation you use workflow log, arerror.log,
arfilter.log, aresc.log?
17) Explain the actions available in active link which are not in Filters.
Explain why it is not.
18) Why ardiff utility is used for?
19) What is the primary table in the AR System data dictionary?
20) How does the AR System manage the data you see in Remedy Forms?
21) Without using DSO or EIE, what are your thoughts for providing a
'STANDARDIZED' methodology for interfacing/integrating with Remedy
applications.  This customer was actually looking to use C.I.M. or some
other open standard solution to interface with Remedy what you say?
22) How do you troubleshoot AR System server outages to restore access to
the system?
23) How does mid-tier work and where does it fit in the client server
architecture?
24) Describe how filters work?  They were actually looking how filters 
work
in different phases... which led to the next question.
25) Can you force a filter to fire all actions in the first phase?
26) List all of the possible uses for guides.  They were looking for 
walking
tables? 
27) What is walking tables?
28) when you use CMDBDriver.exe command line utility?
29) When you use arreload.exe command line utility?
30) how you reset the application administrator / demo password if you
forget it?
31) When you use arsignal command line utility?
32) When you use runmacro command line utility?
33) When you use archgid command line utility?
34) How many table types are available in ARSystem Database and explain
them?

Thanks  Regards,
Ram Rudra

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Re: Data Management tool error Invalid Product Catalog

[John Atherly]

Thanks for the reply

I running PCT-ProductCompanyAssoc when I get the error message.  
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Chris Danaceau cdanac...@attivasoft.com 
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Subject
Re: Data Management tool   error Invalid Product Catalog






John, I didn't see that you specified which staging records had that 
error?   It sounds like you've got records which are dependent upon the 
product catalog (i.e. Assignment) where you have it specified in the 
dependent record but not in your product catalog load or in your live 
Product Configuration forms.
 
-- 
Chris Danaceau
AttivaSoft Solutions Architect



From: Action Request System discussion list(ARSList) on behalf of John 
Atherly
Sent: Tue 4/27/2010 3:15 PM
To: arslist@ARSLIST.ORG
Subject: Data Management tool error Invalid Product Catalog


** 

I've been trying to use the Data Management Tool in 7.5 to load my 
Foundation data from the work sheets provided by BMC.   Remedy converts 
then into csv file format and then loads the data into Remedy.  Once the 
data is load I run the Validate.   After Validation is done all records 
are mark with an error   Invalid Product Catalog The work sheets do 
not contain a column called Product Catalog.   I've run logs on the client 
and the server and can't even see when the error feild is being populated. 
 


7.5.00 Patch 003 
Windows Server 2003
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  | 
Email: john.athe...@apcc.com mailto:%20john.athe...@apcc.com   |   Site: 
www.apc.com/ http://www.apc.com/   |   Address: 132 Fairgrounds Road, 
West Kingston, RI 02892 USA 
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Re: Data Management tool error Invalid Product Catalog

[John Atherly]

I was empty until I added in the information in different columnsCI 
Type,   Product, Categorization Tier 1, Product Categorization Tier 2, 
Product Categorization Tier 3,  Suite Definition,Map to Global, 
Status

Column's that are blank   Product Name,   Manufacturer,  DataTags
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Wilhelm, Chad E cewil...@purdue.edu 
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Re: Data Management tool   error Invalid Product Catalog






** 
John,
 
In the foundation spreadsheets there is a sheet called ProductCatalog, I 
would make sure it is empty.  A clean sheet is 82 KB.
 
Thank You,
Chad Wilhelm
 
 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Tuesday, April 27, 2010 3:16 PM
To: arslist@ARSLIST.ORG
Subject: Data Management tool error Invalid Product Catalog
 
** 

I've been trying to use the Data Management Tool in 7.5 to load my 
Foundation data from the work sheets provided by BMC.   Remedy converts 
then into csv file format and then loads the data into Remedy.  Once the 
data is load I run the Validate.   After Validation is done all records 
are mark with an error   Invalid Product Catalog The work sheets do 
not contain a column called Product Catalog.   I've run logs on the client 
and the server and can't even see when the error feild is being populated. 
  


7.5.00 Patch 003 
Windows Server 2003
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Re: Data Management tool error Invalid Product Catalog

[John Atherly]

You got my hopes up with your responce but I entered in data into those 
column and I get the same error. 

Thanks
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Tommy Morris tommy.mor...@radioshack.com 
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Re: Data Management tool   error Invalid Product Catalog






** 
You have to have Product name and Manufacturer in order for the Prod Cat 
to be valid. At least you do from the App Admin console.
 
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Wednesday, April 28, 2010 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management tool error Invalid Product Catalog
 
** 
I was empty until I added in the information in different columnsCI 
Type,   Product, Categorization Tier 1,Product Categorization Tier 
2,Product Categorization Tier 3,Suite Definition, Map to 
Global,  Status 

Column's that are blank   Product Name,   Manufacturer,  DataTags
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Wilhelm, Chad E cewil...@purdue.edu 
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Re: Data Management tool   error Invalid Product Catalog
 








** 
John, 
  
In the foundation spreadsheets there is a sheet called ProductCatalog, I 
would make sure it is empty.  A clean sheet is 82 KB. 
  
Thank You, 
Chad Wilhelm 
  
  
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Tuesday, April 27, 2010 3:16 PM
To: arslist@ARSLIST.ORG
Subject: Data Management tool error Invalid Product Catalog 
 
** 

I've been trying to use the Data Management Tool in 7.5 to load my 
Foundation data from the work sheets provided by BMC.   Remedy converts 
then into csv file format and then loads the data into Remedy.  Once the 
data is load I run the Validate.   After Validation is done all records 
are mark with an error   Invalid Product Catalog The work sheets do 
not contain a column called Product Catalog.   I've run logs on the client 
and the server and can't even see when the error feild is being populated. 
  


7.5.00 Patch 003 
Windows Server 2003
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Data Management tool error Invalid Product Catalog

[John Atherly]

I've been trying to use the Data Management Tool in 7.5 to load my 
Foundation data from the work sheets provided by BMC.   Remedy converts 
then into csv file format and then loads the data into Remedy.  Once the 
data is load I run the Validate.   After Validation is done all records 
are mark with an error   Invalid Product Catalog The work sheets do 
not contain a column called Product Catalog.   I've run logs on the client 
and the server and can't even see when the error feild is being populated. 
  


7.5.00 Patch 003 
Windows Server 2003
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Friday Humor Beginners Guide to Computer Language

[John Atherly]

 BIT : A word used to describe computers,as in 'Our son's computer cost 
quite a bit ' 
BOOT : What your friends give you because you spend too much time bragging 
about your computer skills 
BUG : What your eyes do after you stare at the tiny green computer screen 
for more than 15 minutes. Also: what computer magazine do to you after 
they get your name on their mailing list 
CHIP : The fattening, non-nutritional food computer users eat to avoid 
having to leave their keyboard for meals 
COPY : What you have to do during school tests because you spend too much 
time at the computer and not enough time studying 
CURSOR : What you turn into when you can't get your computer to perform, 
as in You $#%%$#%$% computer! 
DISK : What goes out in your back after bending over a computer keyboard 
for seven hours at a clip 
DUMP : The place all your former hobbies wind up soon after you install 
your computer 
ERROR : What you made the first time you walked into a computer showroom 
to 'just look' 
EXPANSION UNIT : The new room you have to build on to your home to house 
your computer and all its peripherials 
FILE : What your secretary can now do to her nails six and a half hours a 
day, now that the computer does her day's work in 30 minutes 
FLOPPY : The condition of a constant computer user's stomach due to lack 
of exercise and a steady diet junk food ( see Chips ) 
HARDWARE : Tools,such as lawnmowers,rakes and other heavy equipment you 
haven't laid a fingeron since getting your computer 
IBM : The kind of missile your family members and friends would like to 
drop on your computers so you'll pay attention to them again 
MENU : What you'll never see again after buying a computer because you'll 
be too poor to eat in a restaurant 
MONITOR : Often thought to be a word associated with computers,this word 
actually refers to those obnoxious kids who always want to see your hall 
pass at school 
PROGRAMS : Those things you used to look at on your television before you 
hooked your computer up to it 
RAM : What you do to the side of your computer when it's not working 
properly 
RETURN : What lots of people do with their computers after only a week and 
a half 
TERMINAL : A place where you can find buses,trains and really good deals 
on hot computers 
WINDOW : What you heave the computer out of after you accidentally erase a 
program that took you three days to set up 
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Re: Remedy Training

[John Atherly]

I saw training being offered at the Clearwater area about three weeks ago 
for Foundation II class
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Mayfield, Andy L. almay...@southernco.com 
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04/21/2010 10:13 AM
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Remedy Training






Good Morning All,

Did BMC close their training facilities in Atlanta? I was checking this 
morning and they list no courses for that location. Clearwater, FL. was 
also empty.

The only locations I see available in the USA for ARS 7.5 Administering 
were Dallas, TX and Downer Grove, IL.

Andy L. Mayfield
Sr. Protection  Control Technician
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140

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Re: SLA time Calculations

[John Atherly]

Do you have the SLA mogul?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Brittain, Mark mbritt...@navisite.com 
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10/19/2009 02:17 PM
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Subject
SLA time Calculations






** 
Hi All,
 
Does anyone have a good way of tracking the work time of an issue? In my 
case the issue could be in a Status of Work in Progress, Pending or 
Closed. What I need to be able to determine is Closed-time minus Create 
Date minus Pending-time = Time-worked
 
Status History does not work because the Status could go back and forth 
between Work in Progress and Pending several times during the life of the 
issue. Suspect this will get complicated but would like to keep this as 
simple as possible.
 
ARS 6.3 patch 20
 
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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is privileged, confidential, or otherwise protected from disclosure. 
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Re: SLA time Calculations

[John Atherly]

BMC offers a SLA  management 
http://www.bmc.com/products/product-listing/53174792-132703-1311.html
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Brittain, Mark mbritt...@navisite.com 
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Re: SLA time Calculations






** 
Don’t even know what you are asking.
 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Monday, October 19, 2009 2:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLA time Calculations
 
** 
Do you have the SLA mogul?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Brittain, Mark mbritt...@navisite.com 
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Subject
SLA time Calculations
 


 
 




** 
Hi All, 
  
Does anyone have a good way of tracking the work time of an issue? In my 
case the issue could be in a Status of Work in Progress, Pending or 
Closed. What I need to be able to determine is Closed-time minus Create 
Date minus Pending-time = Time-worked 
  
Status History does not work because the Status could go back and forth 
between Work in Progress and Pending several times during the life of the 
issue. Suspect this will get complicated but would like to keep this as 
simple as possible. 
  
ARS 6.3 patch 20 
  
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 
person or entity to which it is addressed and may contain information that 
is privileged, confidential, or otherwise protected from disclosure. 
Distribution or copying of this e-mail, or the information contained 
herein, to anyone other than the intended recipient is prohibited. 
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Re: Crystal Reports compatibility for AR 6.3

[John Atherly]

I use Crystal XI and have had no issue.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Alexander Straph azstr...@yahoo.com 
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Subject
Crystal Reports compatibility for AR 6.3






I am trying to create some reports on an AR 6.3 server.  From what I have 
been told, you need Crystal Reports 9 for this to work.  We are in the 
process of trying to obtain Crystal Reports 9 but I have been told that it 
will take some time.  One option is that we would be looking for a 6.3 
evaluation version for us to use in the short term until we can obtain an 
actual copy of version 9.  Does anyone know where to get this?  The 
Business Objects website only has the newest versions of Crystal reports.

This brings me to my next question: I was wondering if newer versions of 
Crystal will work with 6.3, and what is the availability of those 
versions?  I'm not sure if just going with Crystal 2008 is the right way 
to go.

Thanks.

Alex.


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Re: N.E. Area RUGS?

[John Atherly]

Not that I know of.  I looked a couple years ago and was thinking about 
getting something going
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Boylan, David david_boy...@brown.edu 
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09/17/2009 12:13 PM
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Subject
N.E. Area RUGS?






** 
Are there any existing New England area RUGS?
 
Dave
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Re: test

[John Atherly]

They are going out.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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image/gif

Re: test

[John Atherly]

Thanks for the update I was wondering how many people hit there screen 
trying to kill the bug.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Shellman, David dave.shell...@tycoelectronics.com 
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Re: test






** 
John,
 
Nice tag.  You got me.
 
Dave

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of John Atherly
Sent: Wednesday, September 16, 2009 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: test


They are going out.
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
Fairgrounds Road, West Kingston, RI 02892 USA 
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Re: DEF File Manipulator

[John Atherly]

I found that if you open the def file in Notepad++ it's a lot easyier to 
read

http://notepad-plus.sourceforge.net/uk/download.php

_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Display menu opening as summary

[John Atherly]

I have a user the uses the client for 6.3 on Unix.  When she clicks on a 
drop summary* down menu on the CHG:Change form with about 40 items in the 
list she gets the list box with all items in one column and a scroll bar. 
If she opens the summary* drop down menu on HPD:Helpdesk form also about 
40 items she'll get the flat menu box with two columns displaying all 
items with no scroll bar.   I have changed the setting in the behavior tab 
from the user option menu with no luck.  I modified the ar.ini in her Home 
folder, I renamed ar.ini and had remendy re create it.  I have un 
installed the client made sure that the old folders were deleted during 
the un install.Any one have any thoughts on what else I can try?
_
 


John Atherly  |   APC by Schneider Electric   |  Information, Process  
Organization (IPO)  |   Remedy Administrator / Developer 
Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |   
Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132 
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Re: escalation

[John Atherly]

Is the flag being set on the form if not is the Escalation runnning?


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120



Trevino, Rick [EMAIL PROTECTED] 
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10/10/2008 11:30 AM
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Subject
escalation






** 
Good morning everyone,
Does anyone know how to trigger a filter from an escalation,
I have tried to set up a flag and set it with an escalation so it can 
modify the form, to trigger the filter on modify and it does not work, but 
if I modified the form manually it will kick off the filter.
Has anyone had to do this before,
Thanks Rick
 
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Re: List Quiet this Friday???

[John Atherly]

Just sleeping


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120

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Help: User getting by AR System rules

[John Atherly]

If a support person logs in using the link provided in the email they are 
able to by pass Remedy rules and set the ticket status to closed.   But if 
they log in and look up the ticket they can not set the status to closed 
they get the AR System User Error Before you can close this case you need 
to resolve it and receive the requester's verification of the resolution. 
(ARERR 42084)

This is the link in the email that is sent out to support informing them 
of a ticket.
http://.xxx.com/arsys/forms/.xxx.com/HPD%3AHelpDesk/Support/?eid=HD000139803

After they log into Remedy the link changes to
http://.xxx.com/arsys/forms/.xxx.com/HPD%3AHelpDesk/Support/?eid=HD000139803cacheid=920d0b4e



If they just log into Remedy and search for the ticket this is the link 
they have in the URL
http://.xxx.com/arsys/forms/.xxx.com/HPD%3AHelpDesk/Support/?cacheid=920d0b4e


Is this a bug or am I giving them admin writes so how with the first link?

6.3 on Unix patch 20


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120

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Re: Help: User getting by AR System rules

[John Atherly]

No this is an out of the box feature and as far as I can tell it is not an 
active link or filter since it doesn't show up in the client side logging. 
 I also looked throgh all my active links and filters and did not see 
anything that would send the error message.


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120



Opela, Gary L CTR USAF AFMC 72 CS/SCBAH [EMAIL PROTECTED] 
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09/26/2008 09:42 AM
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Re: Help:   User getting by AR System rules






Are you using a filter or an active link to enforce this rule?


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Atherly
Sent: Friday, September 26, 2008 8:40 AM
To: arslist@ARSLIST.ORG
Subject: Help: User getting by AR System rules

** 
If a support person logs in using the link provided in the email they
are able to by pass Remedy rules and set the ticket status to closed.
But if they log in and look up the ticket they can not set the status to
closed they get the AR System User Error Before you can close this case
you need to resolve it and receive the requester's verification of the
resolution. (ARERR 42084) 

This is the link in the email that is sent out to support informing them
of a ticket. 
http://.xxx.com/arsys/forms/.xxx.com/HPD%3AHelpDesk/Support/?eid
=HD000139803 

After they log into Remedy the link changes to 
http://.xxx.com/arsys/forms/.xxx.com/HPD%3AHelpDesk/Support/?eid
=HD000139803cacheid=920d0b4e 



If they just log into Remedy and search for the ticket this is the link
they have in the URL 
http://.xxx.com/arsys/forms/.xxx.com/HPD%3AHelpDesk/Support/?cac
heid=920d0b4e

Is this a bug or am I giving them admin writes so how with the first
link?

6.3 on Unix patch 20


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
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