Re: Escalator duplicates work

[Jose Manuel Huerta Guillén]

Thank you all!

I've read on documentation that Disable Escalation flag is ignored when you
set a server group.

I will change the configuration of the form according to my needs. As
always, you're really helpful!!

Jose Manuel Huerta
http://theremedyforit.com/



On Mon, Jan 13, 2014 at 4:27 PM, Hullule, Kiran wrote:

> **
>
> All other servers except primary server (rank 1) should have
> Disable-Escalations set to T.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Monday, January 13, 2014 8:53 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Escalator duplicates work
>
>
>
> **
>
> Jose,
>
> First thing I would do is to turn on server group logging on both servers.
>  Inside this log it tells you if/when services are failing over, if a host
> isn't responding in the group, etcthe only reason that the escalations
> would be running on both nodes is if node 2 doesn't think that node one is
> online...which means that node 1 would not be responding to the heart beats
> and suchsomething to investigate anyway.
>
>
>
> On Mon, Jan 13, 2014 at 8:15 AM, Jose Manuel Huerta Guillén <
> arsl...@theremedyforit.com> wrote:
>
> **
>
> No idea if this is even possible?
>
>
>
> To summarize: Is it possible to restrict the escalations to execute only
> in a subset of servers in a server group?
>
>
> Jose Manuel Huerta
>
> http://theremedyforit.com/
>
>
>
>
>
> On Fri, Jan 10, 2014 at 9:46 AM, Jose Manuel Huerta Guillén <
> arsl...@theremedyforit.com> wrote:
>
> Hi listers,
>
>
>
> Happy new year!!!
>
>
>
> Lot's of work and an important go-to-production milestone for Jan 1st have
> been having me busy (to the limits).
>
>
>
> Now, new year and seems that 2014 is a 2K effect for Remedy 7.5. Date
> additions stop working and some other issues have arised.
>
>
>
> I think that the service owner is now regreting about to not upgrade to 8
> when I told him.
>
>
>
> Well, One of the problems I have is very strange: all escalations are
> executed two times. That means, for instance that the notification engine
> sends two mails to each user. But also, that custom code I created to set
> penalties at an invoice when breaking an SVT is creating two penalties for
> each SVT.
>
>
>
> We have two ARS servers set in one server group and I've found that both
> servers were excuting the escalations, so each action of the duplicates is
> performed at each server. I rebooted all the servers and the system started
> to work correctly. So, happy ending for a few days. Yesterday it
> happened again, another reboot and solved.
>
>
>
> So now I'm facing a problem, with a system with limited support.
>
>
>
> In orther to avoid it, I think that setting the servers to only allow one
> of them to execute escalations, could be the solution. But, according to
> the official documentation:
>
>  - The disable escalations check at the server configuration form is not
> used when configured in a server group.
>
>  - The number of escalation threads is defaulted to one, when no
> escalation queue is set.
>
>
>
> So, Is it possible to restrinc the escalation to execute only at one
> server?
>
>
>
> Thanks for your help!!
>
>
>
>
> Jose Manuel Huerta
>
> http://theremedyforit.com/
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: Escalator duplicates work

[Jose Manuel Huerta Guillén]

No idea if this is even possible?

To summarize: Is it possible to restrict the escalations to execute only in
a subset of servers in a server group?

Jose Manuel Huerta
http://theremedyforit.com/



On Fri, Jan 10, 2014 at 9:46 AM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> Hi listers,
>
> Happy new year!!!
>
> Lot's of work and an important go-to-production milestone for Jan 1st have
> been having me busy (to the limits).
>
> Now, new year and seems that 2014 is a 2K effect for Remedy 7.5. Date
> additions stop working and some other issues have arised.
>
> I think that the service owner is now regreting about to not upgrade to 8
> when I told him.
>
> Well, One of the problems I have is very strange: all escalations are
> executed two times. That means, for instance that the notification engine
> sends two mails to each user. But also, that custom code I created to set
> penalties at an invoice when breaking an SVT is creating two penalties for
> each SVT.
>
> We have two ARS servers set in one server group and I've found that both
> servers were excuting the escalations, so each action of the duplicates is
> performed at each server. I rebooted all the servers and the system started
> to work correctly. So, happy ending for a few days. Yesterday it
> happened again, another reboot and solved.
>
> So now I'm facing a problem, with a system with limited support.
>
> In orther to avoid it, I think that setting the servers to only allow one
> of them to execute escalations, could be the solution. But, according to
> the official documentation:
>  - The disable escalations check at the server configuration form is not
> used when configured in a server group.
>  - The number of escalation threads is defaulted to one, when no
> escalation queue is set.
>
> So, Is it possible to restrinc the escalation to execute only at one
> server?
>
> Thanks for your help!!
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>

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Escalator duplicates work

[Jose Manuel Huerta Guillén]

Hi listers,

Happy new year!!!

Lot's of work and an important go-to-production milestone for Jan 1st have
been having me busy (to the limits).

Now, new year and seems that 2014 is a 2K effect for Remedy 7.5. Date
additions stop working and some other issues have arised.

I think that the service owner is now regreting about to not upgrade to 8
when I told him.

Well, One of the problems I have is very strange: all escalations are
executed two times. That means, for instance that the notification engine
sends two mails to each user. But also, that custom code I created to set
penalties at an invoice when breaking an SVT is creating two penalties for
each SVT.

We have two ARS servers set in one server group and I've found that both
servers were excuting the escalations, so each action of the duplicates is
performed at each server. I rebooted all the servers and the system started
to work correctly. So, happy ending for a few days. Yesterday it
happened again, another reboot and solved.

So now I'm facing a problem, with a system with limited support.

In orther to avoid it, I think that setting the servers to only allow one
of them to execute escalations, could be the solution. But, according to
the official documentation:
 - The disable escalations check at the server configuration form is not
used when configured in a server group.
 - The number of escalation threads is defaulted to one, when no escalation
queue is set.

So, Is it possible to restrinc the escalation to execute only at one server?

Thanks for your help!!


Jose Manuel Huerta
http://theremedyforit.com/

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Re: Indexes dropped

[Jose Manuel Huerta Guillén]

My plan:

1.- From the preproduction environment I created the DDL sentence to
recreate all core indexes (like the active links indexes)

2.- Go to a back up of the database and get the definition (DDL) of all
indexes that fits in one of the next patters:

i#%
ib#%
ih#%
it#%

Being # a digit and % any combination of characters.


Jose Manuel Huerta
http://theremedyforit.com/



On Mon, Oct 7, 2013 at 11:17 AM, Hullule, Kiran wrote:

> **
>
> Just my thought:
>
> ** **
>
> If you have last known good database backup, then you may run SELECT on
> schema_index table,
>
> e.g.
>
> ** **
>
> select RECORDID,SCHEMAID,LISTINDEX,NUMFIELDS,UNIQUEFLAG,INDEXNAME from
> schema_index
>
> ** **
>
> understand the amount of indexes , then you should be able to restore this
> db backup to another system and take index definitions (only) from it into
> problematic environment.  
>
> ** **
>
> Note: DBA expertise are very important here.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jose Manuel Huerta Guillén
> *Sent:* Monday, October 07, 2013 2:00 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Indexes dropped
>
> ** **
>
> ** 
>
> Hi listers,
>
> ** **
>
> I've been a long time since the last check at this list. Lot's of work
> combined with a complicated personal situation. I promise to return in the
> near future, but now, I'm embarrased to say that Iwill only post when I
> need help.
>
> ** **
>
> Well, I have a huge problem. In a production server all remedy-related
> indexes have disapeared. Don't know why. But the perfonmance of the system
> is vey vey low.
>
> ** **
>
> The facts are:
>
> ** **
>
>  - The database has indexes created manually. Those indexes are intact and
> working correctly.
>
>  - All indexes created by ARS have gone, like dropped. That includes
> schema related indexes like i1123 or ih2003, but also core indexes like
> indexes related to ARS objects as active links, filters, etc.
>
> ** **
>
> ** **
>
> I submitted an urgent incident, to the support team, and seems that they
> are completelly lost. Not even understanding my problem or the urgency.***
> *
>
> ** **
>
> I have a preproduction environment. And it's OK. 
>
> ** **
>
> I planning to copy the definition of all core indexes from pre to pro, and
> recreating the schema related indexes from schema_index table, since BMC is
> not providing me a proper script.
>
> ** **
>
> Have you faced the same situation?
>
> How do you recommend to proceed?
>
> ** **
>
> ARS versión 7.5 patch 007 over Windows 2003
>
> Database Oracle 11G
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
>
> 
>
> Jose Manuel Huerta
>
> http://theremedyforit.com/ 
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Indexes dropped

[Jose Manuel Huerta Guillén]

Hi listers,

I've been a long time since the last check at this list. Lot's of work
combined with a complicated personal situation. I promise to return in the
near future, but now, I'm embarrased to say that Iwill only post when I
need help.

Well, I have a huge problem. In a production server all remedy-related
indexes have disapeared. Don't know why. But the perfonmance of the system
is vey vey low.

The facts are:

 - The database has indexes created manually. Those indexes are intact and
working correctly.
 - All indexes created by ARS have gone, like dropped. That includes schema
related indexes like i1123 or ih2003, but also core indexes like indexes
related to ARS objects as active links, filters, etc.


I submitted an urgent incident, to the support team, and seems that they
are completelly lost. Not even understanding my problem or the urgency.

I have a preproduction environment. And it's OK.

I planning to copy the definition of all core indexes from pre to pro, and
recreating the schema related indexes from schema_index table, since BMC is
not providing me a proper script.

Have you faced the same situation?
How do you recommend to proceed?

ARS versión 7.5 patch 007 over Windows 2003
Database Oracle 11G






Jose Manuel Huerta
http://theremedyforit.com/

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Re: IT Operations with ITSM Suite

[Jose Manuel Huerta Guillén]

Thanks for your response, but I think that using the email for this
objective is not a best practice. I starting to believe that the solution
is not covered by ITSM and that I must develop something to create those
tasks based on asset schedule. My first idea is a simple form with an
escalation attached, so each night fires a service that loops over all
schedule entries to see if something must be created and then use the HPD
Create Interface to create the incidents based on a template. But this is
another mushroom on this over-customized deployment.

Jose Manuel Huerta
http://theremedyforit.com/



On Sat, Jun 22, 2013 at 1:42 AM, Tauf Chowdhury  wrote:

> **
> Jose,
> As a disclaimer, I have never tried this but I may to see how it would
> work.
> What if you created change/incident templates for what you need. Then,
> build an email integration to parse the email and use the templates to
> create your tickets. Finally, and this is the piece I have never tried, is
> to use the reminders feature in ITSM to send emails back to the remedy
> system with the correct email format that you need.
> Does that make sense? I am not sure how the reminders are stored but if
> it's just a form, maybe you can periodically import reminders into the
> system.
>
> Sent from my iPhone
>
> On Jun 21, 2013, at 7:31 PM, "Jose Manuel Huerta Guillén" <
> arsl...@theremedyforit.com> wrote:
>
> **
> Yes, but as far as I know, the schedule feature in asset management is
> just an statement of those tasks. I mean, It doesn't remind your team when
> they must do them, nor controls if those task have been done.
>
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
> On Sat, Jun 22, 2013 at 12:31 AM, Roger Justice  wrote:
>
>> **
>> Use the schedule feature in Asset Management, you can also create a
>> Change using a Change Template. You will not be able to create the other
>> items automatically.
>>
>>  -Original Message-
>> From: Jose Manuel Huerta Gu
>> illén 
>> To: arslist 
>> Sent: Fri, Jun 21, 2013 6:23 pm
>> Subject: IT Operations with ITSM Suite
>>
>>  **
>> Hi listers,
>>
>>  I want to track the IT operation function with ITSM tool, and don't
>> know what is the best way to do it.
>>
>>  For instance I wan't to create a maintenance schedule like the next:
>>
>>  For all non-critical server I want to:
>>  - Weekly review the system logs.
>>  - Monthly review the backup logs.
>>  - One time each three months, perform a back up restoration test.
>>  - Monthly review the capacity information and update the capacity
>> records.
>> etc.
>>
>>
>>  My requirement is not only to do those tasks, but also that these tasks
>> are created periodically at the form of Incidents, Tasks or Work Orders, to
>> ease the administrator team, follow when those tasks are done and even
>> attach an SLA.
>>
>>  I convinced that I'm not the first with this need and that there is an
>> easy way to do it with the ITSM suite. How do you do it?
>>
>>  Regards,
>>
>>  Jose Manuel Huerta
>> http://theremedyforit.com/
>>
>>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: IT Operations with ITSM Suite

[Jose Manuel Huerta Guillén]

Yes, but as far as I know, the schedule feature in asset management is just
an statement of those tasks. I mean, It doesn't remind your team when they
must do them, nor controls if those task have been done.



Jose Manuel Huerta
http://theremedyforit.com/



On Sat, Jun 22, 2013 at 12:31 AM, Roger Justice  wrote:

> **
> Use the schedule feature in Asset Management, you can also create a Change
> using a Change Template. You will not be able to create the other items
> automatically.
>
>  -Original Message-
> From: Jose Manuel Huerta Gu
> illén 
> To: arslist 
> Sent: Fri, Jun 21, 2013 6:23 pm
> Subject: IT Operations with ITSM Suite
>
>  **
> Hi listers,
>
>  I want to track the IT operation function with ITSM tool, and don't know
> what is the best way to do it.
>
>  For instance I wan't to create a maintenance schedule like the next:
>
>  For all non-critical server I want to:
>  - Weekly review the system logs.
>  - Monthly review the backup logs.
>  - One time each three months, perform a back up restoration test.
>  - Monthly review the capacity information and update the capacity records.
> etc.
>
>
>  My requirement is not only to do those tasks, but also that these tasks
> are created periodically at the form of Incidents, Tasks or Work Orders, to
> ease the administrator team, follow when those tasks are done and even
> attach an SLA.
>
>  I convinced that I'm not the first with this need and that there is an
> easy way to do it with the ITSM suite. How do you do it?
>
>  Regards,
>
>  Jose Manuel Huerta
> http://theremedyforit.com/
>
>   _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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IT Operations with ITSM Suite

[Jose Manuel Huerta Guillén]

Hi listers,

I want to track the IT operation function with ITSM tool, and don't know
what is the best way to do it.

For instance I wan't to create a maintenance schedule like the next:

For all non-critical server I want to:
 - Weekly review the system logs.
 - Monthly review the backup logs.
 - One time each three months, perform a back up restoration test.
 - Monthly review the capacity information and update the capacity records.
etc.


My requirement is not only to do those tasks, but also that these tasks are
created periodically at the form of Incidents, Tasks or Work Orders, to
ease the administrator team, follow when those tasks are done and even
attach an SLA.

I convinced that I'm not the first with this need and that there is an easy
way to do it with the ITSM suite. How do you do it?

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Integrating availability monitoring

[Jose Manuel Huerta Guillén]

Hi listers,

I have a problem that is forcing me to develop a lot of code. I'm sure that
there is an easier way to solve it, so I call for your knowledge about it.
Surely I'm not the first to face this situation.

I have a monitoring tool that send events to ARS when some situations are
found. The event is received through a Web service that stores the event in
a custom form. We have a lot of code to process this event, to determine if
we need to create an incident, a comment, change something, ...

One of the possible events is the detection of a CI unavailable. Then my
code checks the status of the CI at the CMDB, to see if it is unavailable
for some reason (like a planned shutdown or an end-of-life). If it is
marked as available, then we need to start an unavailability request, and
create a related incident.

Using the HPD:Help Desk form is like creating a new incident, relate it to
the CI and go to the relationships tab, quick actions and create an
unavailability record. But I see that most of the code used to process this
situation is at the Active Link side, so I can't use it from my custom
form. I started to reproduce all the code so at the end I will finish with:

 - The CI avalability status = "Down"
 - The CI has an unavailabilty request. The assignment method is crossed
reference.
 - A new incident is created related to the CI and the unavailability
request.

I getting mad with the amount of code to be created.

Any of you have an easier solution?

The rationale behind this is that we want to capture the availability
status of CI's, in order to control them through the SLM; and we want to
warm the support staff so they can solve the unavailability as soon as
possible.

May be my approach is not the best. What's your opinion?

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Bar Code Scanner

[Jose Manuel Huerta Guillén]

You have two ways of information when integrating a bar code system in your
app. The first one is reading a bar code to the application. The next one
is to generate a bar code from the application.

Depending on your application and your procedures you will need one or both
communication ways.

Reading the bar code to your app is the easiest part of the job. Just buy
and standard bar code scanner and you will see that the drivers normally
consider it as a keyboard input. So when you press the button at your
barcode scanner is just like writting numbers and some extra keys (like
return, tabs, etc.). Some drivers are amazing since they can focus the
cursor on a field before inserting the numbers, so you don't need to click
on the field before. If not, you can  do as I did. I added a big button
called "BARCODE SCAN" that only focuses the correct field.

The other part is about your report engine. I know that there are solutions
to get barcodes at cristal reports, but I'm not aware of them. I didn't
need them, since we print tons of barcodes, attach them to the CI's and the
scan them to the CMDB. So we always read the barcodes, never print them
from the application.

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 16, 2012 at 4:33 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

>
> My first suggestion would be to find out which scanner hardware they will
> be using.
>

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Re: Get the recently created ID

[Jose Manuel Huerta Guillén]

Thank you both!

I generated another ID and pushed it to form. Didn't think about using a
GUID. Now I know it for the future!

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Oct 11, 2012 at 10:50 PM, benny shell  wrote:

> ** To be honest you'd probably be better off just push a GUID to a field
> and using that a a key for whatever relationship between the different
> forms. You can generate using a run process command.  Sorry to be so breif
> but I'm in a hurry.  Will send additional information if you need it.
>
> On Thu, Oct 11, 2012 at 9:50 AM, Jose Manuel Huerta Guillén <
> arsl...@theremedyforit.com> wrote:
>
>> ** I have the next development problem.
>>
>> I make a PUSH to a form with `! to force it.
>>
>> This for has workflow that creates more requests at other forms.
>>
>> If I use $LAST_ID$ keyword I obtain the ID of the last created request,
>> but not the one I just created.
>>
>> I mean:
>>
>> I create request EPL0042
>> This request, creates request JIK0132 and LLM0822
>>
>> When I use $LAST_ID$ just after the PUSH I would like to read
>> EPL0042, but instead of it, I obtain LLM0822
>>
>> And this request doesn't have any reference to the original request
>> EPL0042.
>>
>> Any solution?
>>
>>
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>>
>>
>>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Get the recently created ID

[Jose Manuel Huerta Guillén]

I have the next development problem.

I make a PUSH to a form with `! to force it.

This for has workflow that creates more requests at other forms.

If I use $LAST_ID$ keyword I obtain the ID of the last created request, but
not the one I just created.

I mean:

I create request EPL0042
This request, creates request JIK0132 and LLM0822

When I use $LAST_ID$ just after the PUSH I would like to read
EPL0042, but instead of it, I obtain LLM0822

And this request doesn't have any reference to the original request
EPL0042.

Any solution?


Jose Manuel Huerta
http://theremedyforit.com/

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Real time monitoring

[Jose Manuel Huerta Guillén]

Hi listers,

Is there any tool to real time analyze what's happening inside Remedy?

I mean, to know how many threads are active, the load of each thread, What
are the latest escalation executed, etc. But real time. I mean, if 100
users make login now, to see at the screen how the threads increase their
load.

I suppose that the answer is no.

Regards,


Jose Manuel Huerta
http://theremedyforit.com/

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Re: Status Reasons for Assigned and In Progress Statuses

[Jose Manuel Huerta Guillén]

Do you know the name of the filter / filters or AL that its setting it to
null? If you tell me I'll take a look.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 9, 2012 at 11:36 PM, swanand deshpande <
swanand.deshpa...@gmail.com> wrote:

> ** Ken,
>
> We too are doing similar type of functionality but we did not face the
> issue you are facing. Hope there aren't any custom workflows you had
> developed earlier causing it set to null. I would suggest you to take
> filter and active link log and then check.
>
> Hope you have flushed the midtier cache after performing the change.
>
> Thanks,
> Swanand
>
>
> On Tue, Oct 9, 2012 at 3:53 PM, Cecil, Ken  wrote:
>
>> Sean,
>>
>> Thank you for your response. However, that is exactly what I did... I
>> have previously added Status Reasons to the Pending Status so I know you
>> need to add the data and modify the hidden Status_Reason field on the form.
>>
>> As I had said, what is happening is that if the Status is either Assigned
>> or In Progress, the ' z1D_Status_Reason' and 'Status_Reason' are getting
>> set to null upon save (filter).
>>
>> Is there a good reason that these filters are doing this? Has anyone else
>> used Status Reasons for the Assigned and/or In Progress statuses?
>>
>>
>> Ken.
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
>> Sent: Tuesday, October 09, 2012 4:38 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Status Reasons for Assigned and In Progress Statuses
>>
>> Status Reason is determined from "SYS:StatusReason Menu Items" where
>> 'Form Name' = "HPD:Help Desk".  It is status dependent so when the "Status"
>> changes you typically need a new "Status Reason" for why it is in that
>> state.
>>
>> Keep in mind that the field on HPD:Help Desk is a display only field
>> (z1D_Status_Reason)( 100881).  There is workflow that sets the
>> underlying "Status Reason" field.  Not only do you have to add it to
>> "SYS:StatusReason Menu Items" but you also have to add an entry to the
>> hidden "Status Reason" (100150) field on Incidents.
>>
>> Hope that helps ...
>>
>> Sean
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
>> Sent: Tuesday, October 09, 2012 12:01 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Status Reasons for Assigned and In Progress Statuses
>>
>> ITSM 7.6
>>
>> On Incident, a customer would like to add several Status Reason menu
>> choices associated with the Assigned and In Progress Statuses. They intend
>> to use is as a sort of sub-status (for example: In Progress with a Status
>> Reasons of Analysis, Test, Document Prep, etc)
>>
>> I have added the Status Reason menu choices and they show up properly.
>> However, now I see that there are filters that are clearing the field upon
>> save. I plan to disable or work around them.
>>
>> My question is does anybody know no a good reason why I shouldn't do
>> this... why the Status Reason must be cleared out if the Status is either
>> Assigned or In Progress?
>>
>> Has anybody else used the Status Reason with either of those two Statuses?
>>
>> Thanks,
>> Ken.
>>
>>
>>
>>
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Best virtualization option

[Jose Manuel Huerta Guillén]

Hi listers,

I just upgraded my computer from 3 GB to 15 GB, just to run a development
environment on my workstation.

So currently my workstation is Windows 7 64bits i7-920 (4 cores, 8
threads), 15 GB RAM, and tons of HDD.

I plan to create packs of three virtual machines, one for Oracle (Cent OS,
4 GB - 2 threads), one for ARS (Windows 2003, 64bits, 6 GB, two threads)
and one for mid tier (Windows 2003, 64 bits, 2 GB - one thread), with 3 GB
remaining for my OS. One pack of machines for each version of ARS, or
client clone. Then I will start only the one I want to work with.

First question: What do you think of my plan?
Second question: What virtualization technology are you using for these
situations?

Thanks!

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Configuring IMAP with SSL

[Jose Manuel Huerta Guillén]

Ok, that's my situation.

If you could tell me where is documented, because I didn't find anything at
the Email Engine guide.

Thank you!

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 9, 2012 at 11:53 PM, SUBSCRIBE arslist Aditya Sharma <
heloits...@gmail.com> wrote:

> Hi,
>
> The error clearly indicates it cannot find the certificates.
> You have to install Certificates on your AR server Java keytool. Let me
> know if you need exact steps I will elaborate more.
>
> Regards,
> Aditya
>
>
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Configuring IMAP with SSL

[Jose Manuel Huerta Guillén]

Hi listers,

I'm trying to configure an IMAP account with SSL and I get the next error
messages at "AR System Email Error Log" form:


SEVERE
0
AR System Email Daemon
Could not connect to :  mail.contoso.com


SEVERE
0
Mail Box
sun.security.validator.ValidatorException: PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException: unable to find
valid certification path to requested target
javax.mail.MessagingException: sun.security.validator.ValidatorException:
PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException: unable to find
valid certification path to requested target;
  nested exception is:
javax.net.ssl.SSLHandshakeException:
sun.security.validator.ValidatorException: PKIX path building failed:
sun.security.provider.certpath.SunCertPathBuilderException: unable to find
valid certification path to requested target
at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:479)
at javax.mail.Service.connect(Service.java:275)
at javax.mail.Service.connect(Service.java:156)
at
com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1981)
at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:231)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)


SEVERE
0
Program
Not connected
java.lang.IllegalStateException: Not connected
at com.sun.mail.imap.IMAPStore.checkConnected(IMAPStore.java:1364)
at com.sun.mail.imap.IMAPStore.getFolder(IMAPStore.java:1201)
at
com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:2029)
at com.bmc.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:231)
at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:297)
at java.lang.Thread.run(Unknown Source)


Seems that I need to install some certification. Any idea?

Jose Manuel Huerta
http://theremedyforit.com/

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Non-working escalations

[Jose Manuel Huerta Guillén]

Hi listers,

This morning I had a very strange issue. I received some incidents
regarding Remedy that were related with non-working escalations. I switched
on the escalation log and see that no escalation fired. The log only
contained verification lines. And the most strange of all, the counters of
escalation was reloaded for all escalation that were to trigger, but
without triggering.
For instance I have an escalation that fires each minute. So when checked
the log I saw lines with 30 seconds left, 29 seconds left,  1 second
left and the next one 60 seconds left. That means that the clock started
again, but without executing the escalation. I couldn't see the SQL that
normally checks the qualification. And that happened for all escalations.

So I press the panic button: restart the server. After restarting all was
working again.

But I wonder if any of you has suffered anything similar.

ARS version 7.5.007
Windows 2003 64 bits
Oracle RAC 11G

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Which Flashboard Variables Are Collecting Data

[Jose Manuel Huerta Guillén]

Open the form FB:Variable. Here you must check the variables that are
enable and are collecting history or summary info.

Since it is a vendor form, you can't do complex searches. So I recommend
you to search only for enabled variables and make a simple report
indicating the content of Collect History, Collect Sumari and Variable Name
fields. You can also list other values if you want like the periodicity,
etc.

You can also check the FB:History, to see the latest measures and to
confirm how many measures have been created for a variable during the last
week (and estimate the database space). The relationship between
FB:Variable and FB:History is the Variable System ID.

FB:History is stored at the database, but FB: Variable don't (it's a vendor
form).

Regards,


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Oct 2, 2012 at 8:56 PM, Cecil, Ken  wrote:

> ny hints are welcome.

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Re: Changing the content of a diary field with filters

[Jose Manuel Huerta Guillén]

Just to clarify, I don't want to change the old content, just the new
sentence that the user wants to add.

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Oct 1, 2012 at 8:11 PM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Jose,
> The Remedy interface as BMC presents it does not have the ability to
> 'modify' a diary content.  The only option to do that is to do it with the
> API with a 'merge' action.  But for your scenario, yes, present a display
> only char field as your diary, then do a setfield in workflow to the actual
> 'corrected' text.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
> Sent: Monday, October 01, 2012 12:06 PM
> To: arslist@ARSLIST.ORG
> Subject: Changing the content of a diary field with filters
>
> **
> Hi listers,
>
> I have a requirement: To modify the content of the new addition to the
> diary field: from a web service! That means to use filters.
>
> The requirement, is that if a pattern like S## (the user ID) is found
> at the text, the name is added inside. For instance, if at the diary the
> next text is received:
>
> The user S013802 is offline.
>
> Then the diary must add something like
>
> The user S013802 (Jose Manuel Huerta) is offline.
>
> Process the text field is trivial, but if I use a set action to change the
> content, like Diary = $ProcessedText$
>
> The result is
>
> 01/10/2012 19:51:48 UserMonitor
> The user S013802 is offline.
>
> The user S013802 (Jose Manuel Huerta) is offline.
>
>
> I think that the only solution I have is to present a display only text
> field as the diary to the web service, process it and insert it to the
> actual diary.
>
> But I wonder how can I change the submitted diary content? Is it possible?
>
> Thanks!
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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Changing the content of a diary field with filters

[Jose Manuel Huerta Guillén]

Hi listers,

I have a requirement: To modify the content of the new addition to the
diary field: from a web service! That means to use filters.

The requirement, is that if a pattern like S## (the user ID) is found
at the text, the name is added inside. For instance, if at the diary the
next text is received:

The user S013802 is offline.

Then the diary must add something like

The user S013802 (Jose Manuel Huerta) is offline.

Process the text field is trivial, but if I use a set action to change the
content, like
Diary = $ProcessedText$

The result is

01/10/2012 19:51:48 UserMonitor
The user S013802 is offline.

The user S013802 (Jose Manuel Huerta) is offline.


I think that the only solution I have is to present a display only text
field as the diary to the web service, process it and insert it to the
actual diary.

But I wonder how can I change the submitted diary content? Is it possible?

Thanks!

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Notification Recommendations

[Jose Manuel Huerta Guillén]

I only see two solutions without coding:
 - Use milestones and action of SLM: Don't like it at all, since users will
see SVT attached to their incidents.
 - Use a generic group mail address. Then create rules at the email server
(you can do it if you have Lotus, Exchange, Zimbra or similar email server).

If you are going to code,
The rules will easily change at the future?
 - Yes: Create a module to handle the rules that sends notifications. Then
add a filter to HPD:Help Desk to call a service of the module at every
change.
- No: Create a guide in HPD:Help Desk with all rules hardcoded with
filters. Then add a filter that calls the guide at every change.

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Oct 1, 2012 at 6:12 PM, Roger J  wrote:

> **
> I will be the first to suggest you review the capabilities that Xmatters
> can provide.  www.xmatters.com/
>
> I am not affiliated with Xmatters.
>  -Original Message-
> From: Kevin Shaffer 
> To: arslist 
> Sent: Mon, Oct 1, 2012 12:09 pm
> Subject: Notification Recommendations
>
>  **
> ARS 7.6.04 SP 4
> ITSM 7.6.04 SP 2
>
> My IT department is moving from another product to Remedy.  In the current
> product, they currently are able to send notifications to interested
> parties that are not the customer, the contact, the assigned individual or
> the owner group.   The notifications can be driven by Status,
> Categorization and/or Priority.  For example:  If Incident A has a Tier 1
> of Termination and Priority is Medium and it is assigned to the Service
> Desk, then an external DL called HR would like to be notified.
>
> I hae been given a mandate of no customizations, but this may have to be
> something that slides.  Is there a solution OOTB without customization?
>
> I can think of the following:
>
> 1.  Hardcode Custom Filters and specify my criteria in the Run If - (Hate
> this option)
> 2.  Build a custom "Notification Module" to allow the flexibility to build
> out these requirements with configuration. (Don't really have the time in
> the project timelines for this option)
> 3.  Use SLM (not sure this is what SLM was intended for)
> 4.  Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to
> upgrade)
> 5.  Use the Email System link on the Incident and enforce with process
> (there are too many processes that the service desk would need to know)
> 6.  Other (I haven't thought of another option)
>
> Any advice would be appreciated.
>
> Thanks
> Kevcin
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Re: Analizing a client log

[Jose Manuel Huerta Guillén]

Problem discovered!

The root cause was at the Oracle Server. The Oracle server is shared and
one application went mad. So the Oracle got stuck at sometimes, blocking
all SQL queries, but only at some moments. The result: All threads blocked,
and the rest of users waiting for a thread to be released, that means,
Oracle responded to the queries.

The next question is Why an application can have all Oracle resources? The
answer: that application is critical, and Remedy isn't. Both system are
running for a healthcare organization, and the critical app is a HIS.

Thank you all,

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Oct 1, 2012 at 5:31 PM, Misi Mladoniczky  wrote:

> Hi,
>
> The API-timestamps is always correct, and in this case the API-call and
> SQL-call executes very quickly, so the problem is not that the API/SQL
> executes slowly.
>
> What is your count on List threads? To seems extraordinary that you need
> to wait 30 seconds before a List thread is available. You should be
> waiting in the TC-thread and then get routed to the first availabel
> List-thread. This would mean that ALL users were tied up for 30+ seconds
> if it is your List-thread count that is too low.
>
> Best Regards - Misi, RRR AB, http://rrr.se
>
> > Jose,
> > Have you tried to run the SQL query yourself ?
> > Does it return a large number of records ? Do you perhaps have many
> > records but few distinct values ?
> > Don't trust the timestamps to much. Sometimes the log is written after
> > the command was executed.
> >
> > On Mon, Oct 1, 2012 at 3:32 PM, Longwing, LJ CTR MDA/IC
> >  wrote:
> >> Jose,
> >> I would agree that you were waiting on a List thread.  Have you run an
> >> arloganalyzer on a larger sample of the log to determine if you are
> >> thread bound?
> >>
> >> -Original Message-
> >> From: Action Request System discussion list(ARSList)
> >> [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
> >> Sent: Monday, October 01, 2012 4:45 AM
> >> To: arslist@ARSLIST.ORG
> >> Subject: Analizing a client log
> >>
> >> ** Hi listers,
> >>
> >> When opening a menu we see a big delay. The log retrieved at the client
> >> is:
> >>
> >>  /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55
> >>
> >>   >>> /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu from
> >> Mid-tier (protocol 14) at IP address XX
> >>
> >>   >>> /* lun oct 01 2012 12:38:59.8080 */SELECT
> >> T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 =
> >> 'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17
> >> ASC,C100012 ASC,C18 ASC, 1 ASC
> >>
> >>   >>> /* lun oct 01 2012 12:38:59.8080 */OK
> >>
> >>   >>> /* lun oct 01 2012 12:38:59.8080 */-EXPQRY   OK
> >>  /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55
> >>
> >>
> >> What I see looking at the log is that the API call is made at 12:38:29
> >> but the API started to process at 12:38:59, that is 30 seconds later. My
> >> deduction from this log is that the API call was waiting to the thread
> >> to be available. Since the CPU usage currently is normally beyond 10%
> >> and the database engine can still accept more consumption, that means
> >> that I must increase the number of LIST threads.
> >>
> >> Is this correct or am I wrong?
> >>
> >> Thanks,
> >>
> >> Jose Manuel Huerta
> >> http://theremedyforit.com/
> >>
> >>
> >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >>
> >>
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> >
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Re: Learn Remedy Script - Reg

[Jose Manuel Huerta Guillén]

My recommendation is: don't be evil if possible!

Directly changing values at the database is being evil!

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Oct 1, 2012 at 9:29 AM, Halleux, Jean-Louis <
jean-louis.hall...@scarlet.biz> wrote:

>
> Do not forget that changing the login needs to be done in any row of any
> table, as the submitter, the assignee or the status history could
> contain the login.
>
> As Sylvain did, I wrote a script (for Oracle) that reads all character
> fields from the database, and dynamically creates update queries to
> replace one value with another. It takes also a night to run, and during
> that time your AR Server needs to be stopped.
>
> Best regards,
> Jean-Louis

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Analizing a client log

[Jose Manuel Huerta Guillén]

Hi listers,

When opening a menu we see a big delay. The log retrieved at the client is:

 /* lun oct 01 2012 12:38:23.861 */+API call, Procedure #55
   
  /* lun oct 01 2012 12:38:59.8080 */+EXPQRY ARExpandQueryMenu
from Mid-tier (protocol 14) at IP address XX
   
  /* lun oct 01 2012 12:38:59.8080 */SELECT
T856.C1,C19,C18 FROM T856 WHERE ((T856.C17 =
'Resolution Method') AND (T856.C7 = 1)) ORDER BY C17
ASC,C100012 ASC,C18 ASC, 1 ASC
   
  /* lun oct 01 2012 12:38:59.8080 */OK
   
  /* lun oct 01 2012 12:38:59.8080 */-EXPQRY   OK
 /* lun oct 01 2012 12:39:00.109 */-API call, Procedure #55



What I see looking at the log is that the API call is made at 12:38:29 but
the API started to process at 12:38:59, that is 30 seconds later. My
deduction from this log is that the API call was waiting to the thread to
be available. Since the CPU usage currently is normally beyond 10% and the
database engine can still accept more consumption, that means that I must
increase the number of LIST threads.

Is this correct or am I wrong?

Thanks,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Question about incident scripts

[Jose Manuel Huerta Guillén]

My intention is to add some kind of technical instruction to the script.
Thus the service desk staff can follow it before escalating the incident to
second layer.
Don't know if it's the best option, but it's the one i'm exploring right
now.

Thanks again!

Jose Manuel Huerta
http://theremedyforit.com/




On Sun, Sep 30, 2012 at 1:46 PM, Tauf Chowdhury  wrote:

> **
> Jose,
> This won't solve your dilemma with the initiator script but I've noticed a
> trend of users moving away from this functionality and going more towards
> using a KMS whether it be RKM or some other knowledge management tool. The
> attachment and even the script you're talking about is really just a
> knowledge artifact and should be tracked as such. When you maintain it in
> the initiator script area, it just adds another layer of administration
> overhead for whoever is managing the knowledge base. Again, sorry this
> doesn't answer your question but it's an alternative.
>
> Sent from my iPhone
>
> On Sep 30, 2012, at 7:38 AM, "Jose Manuel Huerta Guillén" <
> arsl...@theremedyforit.com> wrote:
>
> ** When I say users, I mean remedy users. That's the support staff.
>
> Currently to start an initiator script they click on the menu, and the
> sript selector opens. They can select an script and edit the text. But they
> can't see the attachments.
>
> Thanks,
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Sun, Sep 30, 2012 at 3:38 AM, Roger J  wrote:
>
>> s. If your end users are actually using the Incident form to create their
>> own Incidents you would need to give them permissions that they should not
>> have to see a script.
>
>
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Re: Question about incident scripts

[Jose Manuel Huerta Guillén]

When I say users, I mean remedy users. That's the support staff.

Currently to start an initiator script they click on the menu, and the
sript selector opens. They can select an script and edit the text. But they
can't see the attachments.

Thanks,

Jose Manuel Huerta
http://theremedyforit.com/




On Sun, Sep 30, 2012 at 3:38 AM, Roger J  wrote:

> s. If your end users are actually using the Incident form to create their
> own Incidents you would need to give them permissions that they should not
> have to see a script.

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Question about incident scripts

[Jose Manuel Huerta Guillén]

Hi listers,

I have, what I think, a very silly question. How can users access to the
attachments of an script?

When you create an incident script you can attach some troubleshooting
documentation. My intention was to allow users that read the script to
download the docs. But seems impossible. So, What's the intention of these
attachments?

We are using ITSM 7.6.0 with ARS 7.5.0.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Cannot login to mid-tier but CAN login using Windows user tool

[Jose Manuel Huerta Guillén]

Yes, but in that case you can't login with a black password. The system
will check the password at an LDAP source.

I mean, with no AREA plug-ins to check the password, In my system a black
password is not accepted at the mid-tier, but it is accepted at the User
Tool.

Regards,


Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Sep 27, 2012 at 1:45 PM, Carl Wilson  wrote:

> **
>
> having no password are acceptable e.g. SSO, etc - therefore it is not
> required.
>
>

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Re: Cannot login to mid-tier but CAN login using Windows user tool

[Jose Manuel Huerta Guillén]

You have a blank password for the Demo account?

Put a password and try again. Probably a blank password is not checked at
the mid-tier and throws an error automatically.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Sep 27, 2012 at 10:15 AM, Carl Wilson  wrote:

> Hi,
> this is usually an indication that the passwords for the AR Server Mid Tier
> connection do not match.
> You can reset the password for the Mid Tier from within ARS (AR System
> Administration), then use this password in the Mid Tier setup.
>
> Cheers
> Carl
>
> http://www.missingpiecessoftware.com/
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Angus Comber
> Sent: 27 September 2012 08:17
> To: arslist@ARSLIST.ORG
> Subject: Cannot login to mid-tier but CAN login using Windows user tool
>
> Hi
>
> I have Remedy v7.5 mid-tier setup and I can login using the Windows user
> tool (thick client) with standard Demo account.  If I try to login to the
> mid-tier I go to
>
> http://myserver:8080/arsys/shared/login.jsp and get the login page as
> expected.  But if I login using username Demo and leave password field and
> authentication fields blank then I get
>
> ARERR [623]
> Authentication failed
>
> Is there some step I have missed?
>
> Angus
>
> p.s. I get exactly same error if I attempt to login with an unknown
> username, eg john.
>
>
> 
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>
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Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about product from one key customer of BMC Software

[Jose Manuel Huerta Guillén]

David,

Sincerely, I don't understand why a product is released with a patch at the
first day. What's the reason to not integrate the patch with the product
for this first release?

Regards,


Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 26, 2012 at 9:43 PM, Easter, David  wrote:

> **
>
> Yes – Patch 001 released at exactly the same time as 8.0.00.   Obviously,
> the recommendation is to load Patch 001 right after installing / upgrading
> to 8.0.00.
>
> ** **
>
> -David J. Easter
>
> Manager of Product Management, AR System
>
> BSM & Atrium Solutions Management
>
> BMC Software, Inc.
>
>  
>
> 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.
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Bruce Sisk
> *Sent:* Wednesday, September 26, 2012 11:18 AM
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback
> about product from one key customer of BMC Software
>
> ** **
>
> ** 
>
> It seems there is a 8.0 patch 1 ars download available...
>
> ** **
>
>
>
> Sent from my iPad
>
>
> On Sep 26, 2012, at 1:51 PM, "Goodall, Andrew C"  wrote:**
> **
>
> ** 
>
> Couldn’t agree more Natalie. I’ve worked with many software vendors over
> the years and BMC seem to have the most bugs or “working as designed”
> excuses I’ve ever seen.
>
> This is one area I truly wish BMC would pursue to improve with a passion.*
> ***
>
>  
>
> Regards,
>
>  
>
> *Andrew C. Goodall*
>
> Software Engineer
>
> Development Services
>
> ago...@jcpenney.com
>
> *jcpenney*
>
> 6501 Legacy Drive
>
> Plano, TX 75024
>
> jcp.com
>
>  
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@arslist.org ] *On Behalf Of *Stroud,
> Natalie K
> *Sent:* Wednesday, September 26, 2012 12:40 PM
> *To:* arslist@arslist.org
> *Subject:* Re: [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback
> about product from one key customer of BMC Software
>
>  
>
> ** 
>
> Don’t get me started on the topic of BMC’s QA process for ITSM, LOL.   I
> do QA as opposed to development for our Remedy team, and while I do
> appreciate that it’s difficult to do QA well (and I think perhaps harder
> when you have different server OSes, DB languages, etc. all supported
> combinations of which have to play nicely together – we at least have just
> the one server OS and DB language to worry about), it’s definitely an area
> that BMC could stand to improve.  Their testing appears to me to lack
> thoroughness (i.e. testing all the different places where a given action
> can be done – such as creating relationships between tickets, which can be
> done in 3 different places I know of offhand in Incident Management alone),
> does not appear to look at consistency of behavior of common fields like
> the Work Info or Notes fields or how the same information is presented
> between modules (in 7.6.04 SP2, try doing a Prod Cat search for a term that
> should have multiple matches in both Incident and Change Management for an
> example of what I mean), and at times appears not to include the practice
> of regression testing.
>
>  
>
> Does anybody know if they have a dedicated QA team for ITSM?  Or do they
> just have teams of various people for whom testing is one among many
> duties?  If the latter is true, it would certainly explain some of the
> holes I’ve seen in their product.  
>
>  
>
> *Natalie Stroud*
>
> SAIC @ Sandia National Laboratories
>
> ARS-ITSM Tester
>
> Albuquerque, NM USA
>
> nkst...@sandia.gov
>
> ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008
>
>  
>
>  
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Goodall,
> Andrew C
> *Sent:* Wednesday, September 26, 2012 8:53 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: New Remedy Release 8.0 - Great feedback about
> product from one key customer of BMC Software
>
>  
>
> ** 
>
> You know roofers and painters give you a discount on their products and
> services if you post a sign in your drive way ;)
>
>  
>
> I’m sure he’s a good honest guy – we’ll just have to find out for
> ourselves. Personally wouldn’t touch it until patch 3 or above.
>
> I’d be interested to know the recorded defect rate on all product versions
> and patch releases to date and if it starts to fall – now that would be
> encouraging that BMC has improved their QA process.
>
>  
>
> Regards,
>
>  
>
> *Andrew C. Goodall*
>
> Software Engineer
>
> Development Services
>
> a

Re: Question regarding !=$VUI$

[Jose Manuel Huerta Guillén]

I used LIKE with $VUI$ so, I expect that != will also work.

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 19, 2012 at 5:49 PM, Mary Dollus  wrote:

> ope that makes sense

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Re: Trigger active link on calendar selection.

[Jose Manuel Huerta Guillén]

Not sure if i followed you. I'll try.
Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 19, 2012 at 4:23 PM, Pierson, Shawn wrote:

> is to set the read only da

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Re: Hiding 'resize handle' character fields on midtier

[Jose Manuel Huerta Guillén]

A change like this on a CSS file has a minimal impact, and a minimal risk.
Also it's very easy to rollback if any issue appears.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 18, 2012 at 8:52 PM, David Durling  wrote:

> **
>
> Jose (& Benny),
>
> ** **
>
> Thanks, I finally tried “resize:none” and it seems to work well on my
> test server.  Not sure if I’ll get cleared to put it on production since
> BMC won’t support it, but I might try –
>
> ** **
>
> David
>
> ** **
>
> David Durling
>
> University of Georgia
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jose Huerta
> *Sent:* Monday, June 04, 2012 5:35 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Hiding 'resize handle' character fields on midtier
>
> ** **
>
> ** You can solve it with CSS with the next modifications:
>
> ** **
>
> Go to the mozilla ARSystem CSS.
>
> \resources\moz\stylesheets\ARSystem.css
>
> ** **
>
> And add the next parameter:
>
> resize: none
>
> ** **
>
> to the next classes:
>
> textarea.text
>
> textarea.sr
>
> textarea.dat
>
> textarea.readonly
>
> textarea.PopupEditor
>
> input.text
>
> input.currency
>
> input.decimal
>
> ** **
>
> Let me know if it works.
>
> ** **
>
> * *
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
>
> Sent: 01 June 2012 19:13
> To: arslist@ARSLIST.ORG
> Subject: Re: Hiding 'resize handle' character fields on midtier
>
> *…*
> Benny's suggestion about customizing CSS is an idea, but since it sounds
> like an upgrade might "fix" this, I'll probably leave it alone.
>
>
> > > -Original Message-
> > > From: David Durling
> > > Sent: Friday, June 01, 2012 11:15 AM Newsgroups:
> > > public.remedy.arsystem.general
> > > To: arslist@ARSLIST.ORG
> > > Subject: Hiding 'resize handle' character fields on midtier
> > >
> > > Hi all,
> > >
> > > Character fields on our Remedy forms when seen in browsers like
> > > Firefox and I think Chrome (not IE) show a little handle at the
> > > bottom right that you can drag to resize the field. …
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Leading characters in an Incoming Email Body

[Jose Manuel Huerta Guillén]

I would compare the content at the plain text body with the received mail
with another client connecting to the server with the same protocol. That
will show you if the problem is at the Remedy or the Lotus side.

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Sep 17, 2012 at 9:49 PM, Mac Rhoades
wrote:

> ** We have been putting up with this for a while but now some users are
> complaining. We have ARS 7.6.04 SP2 and Lotus Notes as the email system.
> This is very inconsistent but enough to stand out. When we receive some
>  incoming emails from Notes, there are a combination of spaces (&20),
> Carriage Returns (%0D), and Line Feeds/New Lines (%0A) in the Plain Text
> Body. When it happens, it is also inconsistent in the number of these
> characters at the front of the Email message Body. In the Body, it pushes
> the beginning of the message down about eight to nine lines. Above that
> looks like blank lines.
>
>  I know that ltrim will get rid of leading spaces and tabs, but has anyone
> ever had to also get rid of carriage returns and/or line feeds at the
> beginning of a field?
>
> Thanks
>  *Mac Rhoades* / Sr Programmer/Analyst-Specialized Systems / Service
> Management
> MS 352-100, 2205 Northmont Pkwy., Duluth, GA, USA
> Phone: 678-252-4364 / VPN: 252-4364 *
> **cmrho...@rockwellcollins.com* *
> **www.rockwellcollins.com* 
>
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Use of umlauts in remedy outgoing email address(Ex: volk.büc...@abc.com) causing errors

[Jose Manuel Huerta Guillén]

Have you tried to use punycode? it normally works.

Change the email address to voch.xn--bch-...@abc.com

If the number of emails with special characters is low, you can translate
them.

http://www.charset.org/punycode.php

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Sep 17, 2012 at 9:24 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> I believe the problem is that
> com.bmc.arsys.emaildaemon.arsystem.Language=en_US
> does not support the unlauts
>
> I'm thinking (and I could be wrong) that the setting should be the same as
> the LC_ALL value:  en_US.UTF-8
>
> Fred
>
> - Original Message -
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patchsk
> Sent: Monday, September 17, 2012 1:32 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Use of umlauts in remedy outgoing email address(Ex: volk.bü
> c...@abc.com) causing errors
>
> **
> Here are the parameters.
>
> Email Engine:
> com.bmc.arsys.emaildaemon.arsystem.Language=en_US
> OS = Linux
>
>
> ARServer:
> NLS_LANG=american_america.AL32UTF8
> LC_ALL=en_US.UTF-8
> OLANG=C
> OS = Linux
>
> DB:
> NLS_LANGUAGEAMERICAN
> NLS_TERRITORY   AMERICA
> NLS_CHARACTERSETAL32UTF8
> NLS_NCHAR_CHARACTERSET  AL16UTF16
>
> - Original Message -
> On Monday, September 17, 2012 11:05:22 AM UTC-7, Grooms, Frederick W wrote:
> What language do you have the email engine running on (from the
> EmailDaemon.properties file)?  (And what OS)
>
> - Original Message -
> From: Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org] On Behalf Of patchsk
> Sent: Monday, September 17, 2012 12:23 PM
> To: ars...@arslist.org
> Subject: Use of umlauts in remedy outgoing email address(Ex: volk.bü
> c...@abc.com) causing errors
>
> **
> We have some users in Germany and noticed some of them have umlauts(ü) in
> their email address.(Ex: volk.büc...@abc.com)
> While sending notifications to that address from remedy we are seeing
> errors in remedy logs.
>
>Message Text   : Email address contains invalid characters.  volk.bü
> c...@abc.com
>
> What is annoying is when this error happens the whole email is failed. It
> is not even sending to the other valid email addresses in the To list.
>
>
> Questions:
>
> 1. Is this really a valid character in email address field?
> 2. The error is due to the limitation in remedy email engine or the email
> server that remedy email engine connects to that actually sends out the
> email?
>
>
>
>
>
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Re: Use of umlauts in remedy outgoing email address(Ex: volk.büc...@abc.com) causing errors

[Jose Manuel Huerta Guillén]

I know that there are a lot of email servers that are not compliant with
the RFC 6530, needed to use such email addresses.

Probably Remedy is not compatible.

Normally email servers create an alias of standard characters address (like
volk.bu@abc.com), so it can be used. Check it.

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Sep 17, 2012 at 8:05 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> What language do you have the email engine running on (from the
> EmailDaemon.properties file)?  (And what OS)
>
> - Original Message -
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of patchsk
> Sent: Monday, September 17, 2012 12:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Use of umlauts in remedy outgoing email address(Ex: volk.bü
> c...@abc.com) causing errors
>
> **
> We have some users in Germany and noticed some of them have umlauts(ü) in
> their email address.(Ex: volk.büc...@abc.com)
> While sending notifications to that address from remedy we are seeing
> errors in remedy logs.
>
>Message Text   : Email address contains invalid characters.  volk.bü
> c...@abc.com
>
> What is annoying is when this error happens the whole email is failed. It
> is not even sending to the other valid email addresses in the To list.
>
>
> Questions:
>
> 1. Is this really a valid character in email address field?
> 2. The error is due to the limitation in remedy email engine or the email
> server that remedy email engine connects to that actually sends out the
> email?
>
>
>
>
>
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Re: Trigger active link on calendar selection.

[Jose Manuel Huerta Guillén]

Like we say in Spain: "This is like killing flies with cannons"

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Sep 17, 2012 at 12:52 PM, Sylvain YVON wrote:

> Hi Jose,
>
> It's also somewhere in the top 10 entries in my todo list. For now the
> only way I think would work for sure is to modify ClientCore.js (yes,
> I know ...) by adding an "arInvokeGuide" call. It would have to be
> very well specified and documented of course, in case of a MT upgrade.
> You could also try to add a listener to a JS event like "onChange" to
> the date field.
>
> Sylvain
>
>
> On Mon, Sep 17, 2012 at 12:24 PM, Jose Manuel Huerta Guillén
>  wrote:
> > **
> > ARS 7.5 patch 007
> >
> > How can I trigger the execution of an active link when selecting a date
> from
> > a calendar (the caledar that shows when clicking at the button at
> date/time
> > fields).
> >
> > We can act after pressing return, hovering, but I want to hear other
> > options. Thank you!
> >
> > Regards,
> >
> > Jose Manuel Huerta
> > http://theremedyforit.com/
> >
> >
> > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
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Trigger active link on calendar selection.

[Jose Manuel Huerta Guillén]

ARS 7.5 patch 007

How can I trigger the execution of an active link when selecting a date
from a calendar (the caledar that shows when clicking at the button at
date/time fields).

We can act after pressing return, hovering, but I want to hear other
options. Thank you!

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: REPLACE question

[Jose Manuel Huerta Guillén]

You can use Regular Expressions to achieve it. Remedy doesn't have Regex by
default, but you can access them using one of the next two tricks:

1.- You can use Regex using a direct SQL and using a SELECT that computes
the regex. Oracle has Regex, and I think that MS SQL also has.

2.- Install a filter-plugin to use Regex, like this one:
https://communities.bmc.com/communities/thread/53307?start=0&tstart=0


Another option is to create a filter guide with a loop to detect the patter
erase it and substitute by your own. Misi is an expert doing such things.
It remain at Remedy, but is harder to do and slower to compute.



Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 14, 2012 at 7:04 PM, Brittain, Mark wrote:

> there is I have not figured out the syntax

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Re: [EXTERNAL] ITSM: Opening Multiple Incidents Easily

[Jose Manuel Huerta Guillén]

I don't like to mess IT operations with incidents. Under my point of view
they're different worlds.

Anyway, if creating the 100 incidents just once, the easiest way is to use
the data management tool and create the 100 incidents through this. It's
easier that SOAP UI and it's the official way.



Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Sep 13, 2012 at 10:19 PM, Sylvain YVON wrote:

> **
>
> Kris, AFAIR you have a field in the interface form for the related CI.
> Le 13 sept. 2012 22:02, "Wong, Kris"  a écrit :
>
> **
>>
>> All,
>>
>> ** **
>>
>> The incidents are to manually investigate and add information into the
>> Asset CI’s. Basically I have a list of 100+ assets that are missing a few
>> fields (Host name, serial number, etc.) that need to be added. I want to
>> track progress on each asset to ensure that each is looked at.
>>
>> ** **
>>
>> Maybe the suggestion to open 1 incident then associate 100 assets to it
>> would work but the desire is to have 1 incident per asset.
>>
>> ** **
>>
>> -Kris
>>
>> ** **
>>
>> *Kristopher Wong*
>>
>> Business Analyst
>>
>> Information Technology Department
>>
>> General Dynamics Canada
>>
>> 613-596-7357 (Office)
>>
>> *kris.w...@gdcanada.com*
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Jose Manuel Huerta Guillén
>> *Sent:* September 13, 2012 11:10 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: [EXTERNAL] ITSM: Opening Multiple Incidents Easily
>>
>> ** **
>>
>> ** Hi Kris,
>>
>> ** **
>>
>> I think that if you give us more details about what you what to do,
>> what's the objective, why do you want to do it, ... we would be able to
>> provide you the best way to achieve it, and also advise you about the why
>> you are solving your problem.
>>
>> ** **
>>
>> For instance, If you want to create 100 tickets attached to the same CI
>> because there is a list of operations to be done on the CI and each task
>> must be assigned to a different support group, a Service request or a tree
>> of taskes can be a better choice.
>>
>> ** **
>>
>> Or if you want to create a 100 tickets of the same issue to multiple CI
>> because it is a generalized incident, maybe one incident related to all
>> CI's can be a better choice.
>>
>> ** **
>>
>> Regards,
>>
>> ** **
>>
>> Jose Manuel Huerta
>>
>> http://theremedyforit.com/ 
>>
>> ** **
>>
>>
>>
>> 
>>
>> On Thu, Sep 13, 2012 at 5:03 PM, Stroud, Natalie K 
>> wrote:
>>
>> ** 
>>
>> Kristopher:
>>
>>  
>>
>> Assuming you are talking about exactly the same CI for each ticket,
>> templates can help streamline the entering of tickets, and I believe you
>> can have them set a CI, though we have not used that aspect of the template
>> functionality at our site.  You do still, however, have to create each
>> incident individually.  I am not aware of a cloning feature in ITSM 7.6.04
>> that creates a new ticket based on the current ticket, which is a function
>> we also had in our previous Remedy ticketing system.
>>
>>  
>>
>> There may also be tricks that developers can do behind the scenes to
>> create a bunch of tickets that I am not aware of, but I’ll let the
>> developers here on the list speak to that point.
>>
>>  
>>
>> Good luck!
>>
>>  
>>
>> *Natalie Stroud*
>>
>> SAIC @ Sandia National Laboratories
>>
>> ARS-ITSM Tester
>>
>> Albuquerque, NM USA
>>
>> nkst...@sandia.gov
>>
>> ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008
>>
>>  
>>
>>  
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Wong, Kris
>> *Sent:* Thursday, September 13, 2012 7:41 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* [EXTERNAL] ITSM: Opening Multiple Incidents Easily
>>
>>  
>>
>> ** 
>>
>> All,
>>
>>  
>>
>> This is my first post although I’ve been reading for a while.
>>
>>  
>>
>> I need to open 100+ inciden

Re: [EXTERNAL] ITSM: Opening Multiple Incidents Easily

[Jose Manuel Huerta Guillén]

Hi Kris,

I think that if you give us more details about what you what to do, what's
the objective, why do you want to do it, ... we would be able to provide
you the best way to achieve it, and also advise you about the why you are
solving your problem.

For instance, If you want to create 100 tickets attached to the same CI
because there is a list of operations to be done on the CI and each task
must be assigned to a different support group, a Service request or a tree
of taskes can be a better choice.

Or if you want to create a 100 tickets of the same issue to multiple CI
because it is a generalized incident, maybe one incident related to all
CI's can be a better choice.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Sep 13, 2012 at 5:03 PM, Stroud, Natalie K wrote:

> **
>
> Kristopher:
>
> ** **
>
> Assuming you are talking about exactly the same CI for each ticket,
> templates can help streamline the entering of tickets, and I believe you
> can have them set a CI, though we have not used that aspect of the template
> functionality at our site.  You do still, however, have to create each
> incident individually.  I am not aware of a cloning feature in ITSM 7.6.04
> that creates a new ticket based on the current ticket, which is a function
> we also had in our previous Remedy ticketing system.
>
> ** **
>
> There may also be tricks that developers can do behind the scenes to
> create a bunch of tickets that I am not aware of, but I’ll let the
> developers here on the list speak to that point.
>
> ** **
>
> Good luck!
>
> ** **
>
> *Natalie Stroud*
>
> SAIC @ Sandia National Laboratories
>
> ARS-ITSM Tester
>
> Albuquerque, NM USA
>
> nkst...@sandia.gov
>
> ITSM 7.6.04 SP2 – Windows 2008 – SQL Server 2008
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Wong, Kris
> *Sent:* Thursday, September 13, 2012 7:41 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] ITSM: Opening Multiple Incidents Easily
>
> ** **
>
> ** 
>
> All,
>
> ** **
>
> This is my first post although I’ve been reading for a while.
>
> ** **
>
> I need to open 100+ incidents that are all essentially the same but need
> each individual one to have a relationship to a pre-populated CI. Is there
> an easy way to do this?
>
> ** **
>
> I am on a new 7.6.04 instance and am sure at my previous company we had
> this functionality. Let me know if I am missing something as I’ve new to
> 7.6.04.  Thanks
>
> ** **
>
> -Kris
>
> ** **
>
> *Kristopher Wong*
>
> Business Analyst
>
> Information Technology Department
>
> General Dynamics Canada
>
> 613-596-7357 (Office)
>
> *kris.w...@gdcanada.com*
>
> ** **
>
> *The information contained in this e-mail message is PRIVATE. It may
> contain confidential information and may be legally privileged. It is
> intended for the exclusive use of the addressee(s). If you are not the
> intended recipient, you are hereby notified that any dissemination,
> distribution or reproduction of this communication is strictly prohibited.
> If the intended recipient(s) cannot be reached or if a transmission problem
> has occurred, please notify the sender immediately by return e-mail and
> destroy all copies of this message.
> Thank you.** ***
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Integrating 2 Remedy systems

[Jose Manuel Huerta Guillén]

I integrated a similar case using web services. I created an staging form
that holds all the updates and stores all the workflow.


Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 12, 2012 at 6:32 PM, Karthik  wrote:

> **
> I have a requirement to integrate 2 or more remedy systems and other
> ticketing tools built on different technologies like Java .
>
> Scenario: Remedy servers A, B, C, D are on different versions of remedy
> ranging from 7.1 to 7.6. When incidents are assigned to a particular
> assigned group, an incident should be created on a remedy server E on 7.6.
> Once a ticket is created on Remedy server E, the integration should be
> birectional. i.e. status updates should flow through between the servers.
> Similar should happen even when incidents are raised and assigned on
> different ticketing tools built on various technologies.
>
> Assumption:
> - Remedy servers are DSO enabled
> - Other ticketing tools support web services. i.e. can expse and consume
> web services.
>
> Below are few approaches, i have thought of and need suggestions on these
> approaches or please feel free to recommend any other approaches as well:
>
> 1. Build staging forms on both soure and target systems to handle
> transactions.
> 2. Data to this staging form can be populated in following different
> manners:
>
> a. Integrate remedy servers using DSO and integrate with other systems
> using web services so that same staging form handles the transactions using
> same workflows
>
>- I need to understand if DSO is backward compatible. say for ex: can
>we establish DSO between 7.1 and 7.6?
>
> b. Integrate all the systems(remedy/non remedy) using web services
> c. Use an orchestrator tool like BMC Atrium Orchestrator
>
> Thanks
> Karthik
>
>
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Changing Next ID Block Size - anything to be aware of?

[Jose Manuel Huerta Guillén]

If you have a server group the most noticeable non desirable effect is the
sort of requests. Your users must be warmed, because they can think that
something is wrong.

Server A reserves 100 to 124, and generates request 100.
Server B reserves 125 to 149, and generates request 125
Server A generates request 101.

So request 101 is older that 125. That can be confusing for users.

Also, at reboot of your ARS service, you can loose the unused reserved ID's.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 11, 2012 at 3:27 PM, Mary Dollus  wrote:

> Hi Everyone,
>
> We are going to set our Next ID Block size from 1 to 25 due to some issues
> we had last week with our AR System Email Messages form tying up the system.
>
> We did some initial testing and it seems like there shouldn't be any
> issues.  Is there in anything particular we need to look out for?
>
> Has anyone  noticed any gaps in the Request ID sequencing and if so, to
> what extent?
>
> What is your environment if you noticed issues?  Do you use a server
> group?  and what was the value of your  Next ID Block size?
>
> Thanks so much in advance!!
> Mary Dollus
> ARS 7.6.04
> Oracle/UNIX
>
>
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Re: [EXTERNAL] Re: Remedy Developer Opening! - Washington, DC

[Jose Manuel Huerta Guillén]

At least, if the position is published on Friday, we can make a LoL about
it :)

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 11, 2012 at 2:37 PM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> is meant, and we can't educate EVERY single hiring manager and head hunter
> out there...

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Re: AR System Permission Groups

[Jose Manuel Huerta Guillén]

Have you created the group in Groups form?

The article shows you how to add an already create permission group using
the ITSM foundation, but it assumes that the group was previously created.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 11, 2012 at 6:18 AM, Joe Martin D'Souza wrote:

> **
>  After you create the group and you enter its information into the
> license permission maps form, it should appear on that list as explained on
> that article.. Did you follow the instructions just as is explained there?
>
> I can assure you that there is no bug or anything in that part of the
> system as I have done this several time in almost all the versions since
> the conception of this model of ITSM... So if something's not working, you
> have missed something out..
>
> Joe
>
>  *From:* Benz, Michael 
> *Sent:* Tuesday, September 11, 2012 12:07 AM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* AR System Permission Groups
>
> **
>
> Hello World!
>
> 
>
> I’m trying to add an application Permission group, very similar to the
> following website.
>
> 
>
>
> http://theremedyforit.com/2012/03/adding-custom-permission-groups-to-itsm-foundation/
> 
>
> 
>
> the problem is that it assumes you have already created a group and that
> it should just show up. But when I create a group, it asks for a group ID,
> but I don’t know what I should put in there, and I can’t find any
> documentation on how to create groups.
>
> 
>
> I need a group called “Incident Creator”
>
> 
>
> Any help is GREATLY appreciated.
>
> 
>
> 
>
> Regards,
>
> 
>
> *Michael Benz*
>
> Service Desk Analyst
> Holcim Australia Shared Services
> 18 Little Cribb Street, Milton QLD 4064
> Phone: +61 7 3364 2752
>
> For any IT Issues, please call 07 3364 *2811*
>
> www.holcim.com.au
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: EXTERNAL: Reasons for Entry ID increasing

[Jose Manuel Huerta Guillén]

It stopped to increase the ID.

Also, I found the code trying to create the request...
Added a log to file action with `! and the use of id's is directly related
to the code execution. Now, I start debugging.

Thanks!

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 11, 2012 at 9:23 AM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> Next-ID-Commit is T.
>
> Added the Next-ID-Commit F
>
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Tue, Sep 11, 2012 at 8:46 AM, Misi Mladoniczky  wrote:
>
>> Hi,
>>
>> What is the form specific value for the block size?
>>
>> Do you have Next-ID-Commit set to T? In that case it will not roll back
>> the id if it fails. If there is no value present, try adding
>> Next-ID-Commit:F.
>>
>> 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.
>>
>> > Sorry, but I forgot to add version.
>> >
>> > ARS 7.5 patch 7
>> > DB Oracle RAC 11G
>> >
>> > The Next ID is set to 1. This behavior only happens on one form, the
>> rest
>> > of the forms are working as expected. After the 155, the next Id
>> delivered
>> > was 743.
>> >
>> > I have some escalations that can do a PUSH on this form. I'm suspecting
>> > that one of these escalations is trying to do the PUSH every 10 minutes,
>> > and gets an error. But the ID is obtained. Because the error is an SQL
>> > one,
>> > and done after all processing is made and the transaction getting the ID
>> > is
>> > made. But I still haven't found exactly where...
>> >
>> >
>> > Jose Manuel Huerta
>> > http://theremedyforit.com/
>> >
>> >
>> >
>> >
>> > On Tue, Sep 11, 2012 at 7:59 AM, Misi Mladoniczky  wrote:
>> >
>> >> Hi,
>> >>
>> >> I have posted this many times ;-)
>> >>
>> >> The default settings in 7.6.04 has changed:
>> >>
>> >> New 7.6.04 default behavior (if lines are not present in ar.cfg):
>> >> Next-ID-Commit:T
>> >> Next-ID-Block-Size:25
>> >>
>> >> Old 7.6.03 and earlier default behavior:
>> >> Next-ID-Commit:F
>> >> Next-ID-Block-Size:1
>> >>
>> >> So to get the old behavior just put F/1 in the ar.cfg/conf file.
>> >>
>> >> Note that you can set the Next-ID-Block-Size on a per form basis as
>> >> well,
>> >> so you could have the 25-blocks as default but 1 for a specific form.
>> >>
>> >> 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.
>> >>
>> >> > Jose,
>> >> >
>> >> > What do you have set for Next Request ID Block Size?
>> >> > It's on the Configuration tab of the Server Information page.
>> >> > Yours looks like it is set to 150
>> >> >
>> >> >
>> >> > Thank you,
>> >> > ---
>> >> > John J. Reiser
>> >> > Remedy Developer/Administrator
>> >> > Senior Software Development Analyst
>> >> > Lockheed Martin - MS2
>> >> > The star that burns twice as bright burns half as long.
>> >> > Pay close attention and be illuminated by its brilliance. -
>> >> paraphrased
>> >> by
>> >> > me
>> >> >
>> >> > From: Action Request System discussion list(ARSList)
>> >> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
>> >> > Sent: Monday, September 10, 2012 5:04 PM
>> >> > To: arslist@ARSLIST.ORG
>> >> > Subject: EXTERNAL: Reasons for Entry ID increasing
>> >> >
>> >> > ** Hi,
>> >&g

Re: EXTERNAL: Reasons for Entry ID increasing

[Jose Manuel Huerta Guillén]

Next-ID-Commit is T.

Added the Next-ID-Commit F


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 11, 2012 at 8:46 AM, Misi Mladoniczky  wrote:

> Hi,
>
> What is the form specific value for the block size?
>
> Do you have Next-ID-Commit set to T? In that case it will not roll back
> the id if it fails. If there is no value present, try adding
> Next-ID-Commit:F.
>
> 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.
>
> > Sorry, but I forgot to add version.
> >
> > ARS 7.5 patch 7
> > DB Oracle RAC 11G
> >
> > The Next ID is set to 1. This behavior only happens on one form, the rest
> > of the forms are working as expected. After the 155, the next Id
> delivered
> > was 743.
> >
> > I have some escalations that can do a PUSH on this form. I'm suspecting
> > that one of these escalations is trying to do the PUSH every 10 minutes,
> > and gets an error. But the ID is obtained. Because the error is an SQL
> > one,
> > and done after all processing is made and the transaction getting the ID
> > is
> > made. But I still haven't found exactly where...
> >
> >
> > Jose Manuel Huerta
> > http://theremedyforit.com/
> >
> >
> >
> >
> > On Tue, Sep 11, 2012 at 7:59 AM, Misi Mladoniczky  wrote:
> >
> >> Hi,
> >>
> >> I have posted this many times ;-)
> >>
> >> The default settings in 7.6.04 has changed:
> >>
> >> New 7.6.04 default behavior (if lines are not present in ar.cfg):
> >> Next-ID-Commit:T
> >> Next-ID-Block-Size:25
> >>
> >> Old 7.6.03 and earlier default behavior:
> >> Next-ID-Commit:F
> >> Next-ID-Block-Size:1
> >>
> >> So to get the old behavior just put F/1 in the ar.cfg/conf file.
> >>
> >> Note that you can set the Next-ID-Block-Size on a per form basis as
> >> well,
> >> so you could have the 25-blocks as default but 1 for a specific form.
> >>
> >> 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.
> >>
> >> > Jose,
> >> >
> >> > What do you have set for Next Request ID Block Size?
> >> > It's on the Configuration tab of the Server Information page.
> >> > Yours looks like it is set to 150
> >> >
> >> >
> >> > Thank you,
> >> > ---
> >> > John J. Reiser
> >> > Remedy Developer/Administrator
> >> > Senior Software Development Analyst
> >> > Lockheed Martin - MS2
> >> > The star that burns twice as bright burns half as long.
> >> > Pay close attention and be illuminated by its brilliance. -
> >> paraphrased
> >> by
> >> > me
> >> >
> >> > From: Action Request System discussion list(ARSList)
> >> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
> >> > Sent: Monday, September 10, 2012 5:04 PM
> >> > To: arslist@ARSLIST.ORG
> >> > Subject: EXTERNAL: Reasons for Entry ID increasing
> >> >
> >> > ** Hi,
> >> >
> >> > We just deployed a custom app in production and we see a very strange
> >> > behavior. One of the main forms is creating very big spaces in entry
> >> ID
> >> > numbering. It seems that something is "using" entry id numbers. It is
> >> > correlated with time. So if we create two requests very close in time,
> >> > they typically have consecutive numbers. But if we wait some hours,
> >> the
> >> > next number can be hundreds for the previous.
> >> >
> >> > For instance, from entry EPD0006, the next was EPD0155
> >> >
> >> > I'm suspecting that maybe the problem is that I have something that
> >> m

Re: EXTERNAL: Reasons for Entry ID increasing

[Jose Manuel Huerta Guillén]

Sorry, but I forgot to add version.

ARS 7.5 patch 7
DB Oracle RAC 11G

The Next ID is set to 1. This behavior only happens on one form, the rest
of the forms are working as expected. After the 155, the next Id delivered
was 743.

I have some escalations that can do a PUSH on this form. I'm suspecting
that one of these escalations is trying to do the PUSH every 10 minutes,
and gets an error. But the ID is obtained. Because the error is an SQL one,
and done after all processing is made and the transaction getting the ID is
made. But I still haven't found exactly where...


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 11, 2012 at 7:59 AM, Misi Mladoniczky  wrote:

> Hi,
>
> I have posted this many times ;-)
>
> The default settings in 7.6.04 has changed:
>
> New 7.6.04 default behavior (if lines are not present in ar.cfg):
> Next-ID-Commit:T
> Next-ID-Block-Size:25
>
> Old 7.6.03 and earlier default behavior:
> Next-ID-Commit:F
> Next-ID-Block-Size:1
>
> So to get the old behavior just put F/1 in the ar.cfg/conf file.
>
> Note that you can set the Next-ID-Block-Size on a per form basis as well,
> so you could have the 25-blocks as default but 1 for a specific form.
>
> 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.
>
> > Jose,
> >
> > What do you have set for Next Request ID Block Size?
> > It's on the Configuration tab of the Server Information page.
> > Yours looks like it is set to 150
> >
> >
> > Thank you,
> > ---
> > John J. Reiser
> > Remedy Developer/Administrator
> > Senior Software Development Analyst
> > Lockheed Martin - MS2
> > The star that burns twice as bright burns half as long.
> > Pay close attention and be illuminated by its brilliance. - paraphrased
> by
> > me
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Jose Manuel Huerta Guillén
> > Sent: Monday, September 10, 2012 5:04 PM
> > To: arslist@ARSLIST.ORG
> > Subject: EXTERNAL: Reasons for Entry ID increasing
> >
> > ** Hi,
> >
> > We just deployed a custom app in production and we see a very strange
> > behavior. One of the main forms is creating very big spaces in entry ID
> > numbering. It seems that something is "using" entry id numbers. It is
> > correlated with time. So if we create two requests very close in time,
> > they typically have consecutive numbers. But if we wait some hours, the
> > next number can be hundreds for the previous.
> >
> > For instance, from entry EPD0006, the next was EPD0155
> >
> > I'm suspecting that maybe the problem is that I have something that makes
> > a PUSH to create a requests that ends into error, so the ID was taken but
> > the request was finally not created. I was planning to use a filter to a
> > log file with the `! option in the name, to track those errors. But don't
> > know. Also the configuration parameter at the ARS server to cache entry
> id
> > numbers is set to 1, so no cache is made, and this behavior is not seen
> at
> > any other form.
> >
> > Do you know why could this happen?
> >
> > Regards,
> >
> >
> > Jose Manuel Huerta
> > http://theremedyforit.com/
> >
> >
> > _attend WWRUG12 www.wwrug.com<http://www.wwrug.com> ARSlist: "Where the
> > Answers Are"_
> >
> >
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> >
>
>
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Reasons for Entry ID increasing

[Jose Manuel Huerta Guillén]

Hi,

We just deployed a custom app in production and we see a very strange
behavior. One of the main forms is creating very big spaces in entry ID
numbering. It seems that something is "using" entry id numbers. It is
correlated with time. So if we create two requests very close in time, they
typically have consecutive numbers. But if we wait some hours, the next
number can be hundreds for the previous.

For instance, from entry EPD0006, the next was EPD0155

I'm suspecting that maybe the problem is that I have something that makes a
PUSH to create a requests that ends into error, so the ID was taken but the
request was finally not created. I was planning to use a filter to a log
file with the `! option in the name, to track those errors. But don't know.
Also the configuration parameter at the ARS server to cache entry id
numbers is set to 1, so no cache is made, and this behavior is not seen at
any other form.

Do you know why could this happen?

Regards,


Jose Manuel Huerta
http://theremedyforit.com/

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Re: Thoughts regarding a separate DB for custom DB objects

[Jose Manuel Huerta Guillén]

A schema in MS SQL is just a way to group elements inside a database. So,
you can access them as any other element at the database. But is very easy
to define different properties or security based on schema. That means that
SQL Direct actions or view forms are done as in they were on the same
database (if fact they are).

Using a different database just makes it more difficult to access form
Remedy. If the only purpose is to group elements, then the schema was
introduced with this objective. If you want to set different properties,
then you need different databases.

Anyway, it's a DBA decision.


Regards,


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 9:58 PM, Jason Miller  wrote:

> ** This is the second time using a schema has been mentioned.   I am going
> to look into this.
>
> I like where you are heading with this.  It keeps the objects organized
> and can limit permissions.  The one issue I see with this approach is my
> team is local server admin on the DB server and local server admins
> are automatically sysadmin.  I am not happy with with this because I don't
> like that it gives all server admins (outside of my team) sysadmin but
> according to our DBA it is just kind of how things work in this setup.
>  The privileged restrictions you mention would not be enforceable for my
> team.  Maybe it is time to remove our local admin access?
>
> The other thing I am considering is when we restore the ARSystem DB form
> another environment the Utilities DB remains the same and doesn't require
> any updates.  A schema would be in the ARSystem DB and things like
> references to linked servers would need to be updated since they also came
> over with the DB.  I a figuring we could export the schema before the
> ARSystem DB refresh and import it back after the refresh?
>
> A few questions:
>
>- Using a schema would we see the schema reference say a Direct SQL
>action or SQL Menu as we would with calling a different DB?  I think there
>could be a benefit of seeing this reference when troubleshooting logs.
>- Do you think my original suggestion of using a different DB that
>uses the same infrastructure (SQL Instance, storage volume) would have a
>    negative impact on performance?
>
>
> Thanks!
> Jason
>
>
> On Fri, Sep 7, 2012 at 12:15 PM, Jose Manuel Huerta Guillén <
> arsl...@theremedyforit.com> wrote:
>
>> ** If the database is MS-SQL and you want to organize your objects to
>> reduce the risk of editing the wrong object, then I don't recommend you to
>> create a separated DB. MS-SQL provides the schema functionality. Just
>> create a new schema, and put all objects there. Then create a user with
>> privileges only at this schema. Thus, this user will only see the external
>> objects and wont see the Remedy ones. Give this user to people that must
>> edit those objects. Remedy will be able to see those objects because they
>> are at the same database. Also the impact on the database is null, since
>> they are at the same database.
>>
>>
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>>
>>
>>
>>
>> On Fri, Sep 7, 2012 at 9:08 PM, Jason Miller wrote:
>>
>>> MS SQL 2008 Standard 64-bit
>>
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Thoughts regarding a separate DB for custom DB objects

[Jose Manuel Huerta Guillén]

If the database is MS-SQL and you want to organize your objects to reduce
the risk of editing the wrong object, then I don't recommend you to create
a separated DB. MS-SQL provides the schema functionality. Just create a new
schema, and put all objects there. Then create a user with privileges only
at this schema. Thus, this user will only see the external objects and wont
see the Remedy ones. Give this user to people that must edit those objects.
Remedy will be able to see those objects because they are at the same
database. Also the impact on the database is null, since they are at the
same database.


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 9:08 PM, Jason Miller  wrote:

> MS SQL 2008 Standard 64-bit

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Re: Link alignment issue

[Jose Manuel Huerta Guillén]

HI Peter,

Two things:
1.- Any resemblance between the graphical depiction of developer studio and
the final result is pure coincidence. :)
2.- When you a very particular behavior including images, alternate texts,
links and some HTML elements, one option is to consider a display field,
and populate it with HTML.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 4:30 PM, Peter Joran  wrote:

> **
>
> All,
>
> In custom views there are buttons, with images, displayed as URLs. The
> image is not displayed when the Display Type is set to URL but I need the
> image to input an Alternative Text value. The issue I’m having is that the
> links are aligned center and not left as configured. If I change the
> Display Type to Button the Label text is also centered. However, the issue
> is not consistent as some links are aligned left. The issue is consistent
> between IE, FF, and the WUT. All buttons/URLs are configured the same and
> Alignments are correct when viewed in Dev Studio.
>
>  Label Justify = Left
>
> Image Position = LeftI have also tried Center and Right with change.
> Removing the image did not
>
>   change anything either.
>
>
>
> Any thoughts on how I can resolve the alignment issue are much appreciated.
>
>
>
> Many thanks
>
> Pete
>
>
>
> AR 7604 SP2 Hotfix 1020120531604
>
> ITSM 760401
>
> WUT and Dev Studio 7604 SP3
>
> IE 8
>
> FF 15
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: Remedy ITSM - Mid Tier Server question

[Jose Manuel Huerta Guillén]

Mmm, I don't see why you should have a test server if it is not emulating
the production server. In your proposed approach, To share the mid-tier for
both development and test I think it can work but that it's not a good
idea. If you don't have enough room to fit all servers I would prefer:
 1.- To not have a test server, and do test on development.
 2.- To have VM for test and development, and to switch on-off depending on
what you need at the moment.

I think I would choose the first option. Ask to yourself: What advantage
provides me to have such a testing environment with a shared Mid-tier?

Well it's just a though...

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 8:49 PM, Tommy Morris wrote:

> **
> Sure can. Just switch your AR server info to point at the environment that
> you need at the time. That is the easiest/ cleanest solution
>
> Sent from my HTC Inspire™ 4G on AT&T
>
>
> - Reply message -
> From: "Sanford, Claire" 
> To: "arslist@ARSLIST.ORG" 
> Subject: Remedy ITSM - Mid Tier Server question
> Date: Fri, Sep 7, 2012 11:57 am
>
>
>
> Finally I have a real "environment".
>
> Dev -> Test -> Prod
>
> My question is...  Can I use the same Mid-Tier server for both Dev and
> Test?  I know that sort of defeats the purpose of having the two separate
> App environments, but we are looking at hardware/vm space cost etc.
>
> I would have:
> 1)Prod - App Server
> 2)Mid-Tier Server
>
> 3)Dev App Server
> 4)Test App Server
>
> 5)Dev_Test MidTier Server
>
> A total of 5 servers (not including the Database Servers)
>
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Mid-Tier 7.6.04 SP3 Aug 10th patch.
> Oracle 11 something
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
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Re: Oracle vs. SQL

[Jose Manuel Huerta Guillén]

That's exactly the reason because I said that MS-SQL DBA are less
professionals than Oracle ones. It's like when someone says that it masters
MS Word or master Latex. Someone who says that masters Latex, really does.
But there are a lot of people that are  unable to use Word styles that say
that master MS Word.

At the end, MS-SQL is very easy to admin. That's a problem!  :)

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:36 PM, Joe Martin D'Souza wrote:

> **
>
> What you probably mean is that it takes more than a few points and clicks
> to do majority of the maintenance in Oracle while in MS-SQL, much of the
> work can easily be done with a few points and clicks.. MS-SQL does have a
> more user friendly GUI interfaces, which is possible to maintain without
> the need of a full time DBA. So if you want to get rid of your dependence
> on a DBA, MS-SQL may be a good way to go. This DB has got fairly robust
> over time. A little less than 10 years ago, I wouldn’t be saying the same
> thing..
>
> Oracle however is one of the best DB’s that is capable of handling larger
> data volumes more efficiently. Yes it has its drawbacks with case
> sensitivity, but if that is not a major concern (because of the way your
> foundation data might be set up), then it is undoubtedly a better DB with
> slightly higher maintenance costs as it may require the need for a full
> time DBA if your Remedy Admins or developers do not have those skills..
>
> Joe
>
>  *From:* Jose Manuel Huerta Guillén 
> *Sent:* Wednesday, September 05, 2012 5:18 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Oracle vs. SQL
>
> **
> After dealing with MS SQL and Oracle, I can see two differences:
> - MS SQL case insensitive is easier to achieve.
> - Oracle admins are usually more "professionals" than MS SQL ones. This is
> not a fact, but a probability I found at my experience.
>
> What it isn't true is that case insensitive can only be achieved in MS
> SQL. I have an Oracle RAC configured for case insensitive and it performs
> perfectly.
>
> So, at the end, it is more about organization culture and religion than a
> technical decision.
>
> IMHO, I would choose MS SQL because the licensing cost. Invest the saved
> license cost in hardware and admin, and the result would be better.
>
> Finally the decision between enterprise and standard depends on the size
> of your ARS system. Normally the standard edition can fit for hundreds of
> users. But It would depend on the use that those users made on the
> database, and if the database server is to be shared with other
> applications. Also it's important your DBA opinion, since the enterprise
> edition has some features not available at the standard like increased
> management or BI options
>
> Regards,
>
> Jose Manuel Huerta
> http://theremedyforit.com/
>
>
>
>
> On Wed, Sep 5, 2012 at 11:06 PM, Thad Esser  wrote:
>
>> s me as funny criteria for determining which database to use, but I gues
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Wrong infomation displayed in the colums

[Jose Manuel Huerta Guillén]

I've got this issue at the past, don't know why I'm not getting it. I go to
the generated HTML code trying to see what's happening, and saw that it was
more about CSS and the size of columns that the info. I mean, the info was
in the right column, but the size and position of the column was different
that the header's, giving the "illusion" to the user that the info was of
another column.
But As i said, one day ended, and it never happened again. Don't know why.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 5:28 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> lear their cache several times a week…  partly because Remedy holds so
> many screens in the temp files.  
>
> **
>

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Re: EXTERNAL in Filter Run-If

[Jose Manuel Huerta Guillén]

I agree. What I really wanted to point, is that to consider what requires a
change request is more about the involved risk that what is to be changed
(data, code, database, ...). But , as you pointed, there always will be a
grey zone.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 6:59 PM, Longwing, LJ CTR MDA/IC <
lj.longwing@mda.mil> wrote:

> Don't get me wrong Jose...I agree with you :)  The 'rules' regarding what
> requires a change request vs what doesn't are completely arbitrary.
>  Changing Remedy code can be just as impacting as changing Remedy data
> depending on the data...nothing is quite black and white, but the rules
> don't like to take 'grey' into account.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jose Huerta
> Sent: Friday, September 07, 2012 10:51 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: EXTERNAL in Filter Run-If
>
> That argument is completely false under my point of view. It doesn't
> matter if you are changing the data field where the external is to be
> executed or say that a change in workflow is just changing db data.
>
> Using the same rationale, a java code change is just about changing a text
> file. The same applies to the configuration files of a server.
>
> The change is more related with risk than with the container of the code.
>
>
> Jose Huerta
> theremedyforit.com
>
> El 07/09/2012, a las 17:23, "Longwing, LJ CTR MDA/IC" <
> lj.longwing@mda.mil> escribió:
>
> > I have also used the argument that Remedy code is actually nothing
> > more than DB dataso a Remedy code change isn't actually code, so
> > can be done in the middle of a business day if needed, thus not
> > actually violating SOXit depends on the mood of your manager as to
> > if that argument will work or not :)
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> > Sent: Friday, September 07, 2012 9:16 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > I could see that ;>)
> >
> > Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
> > Remedy Team |  Avaya Client Services  |
> > |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> > | 30009
> > | | 678-421-5342
> >
> > Everyone needs deadlines.  Even the beavers. They loaf around all
> > summer, but when they are faced with the winter deadline, they work
> > like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
> >
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
> > Sent: Friday, September 07, 2012 11:10 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > Paul,
> > I once built a system that was so data driven that we virtually never
> needed to modify code on, and it became to the point where they started
> designating which of our data changes required change tickets because some
> of them were so powerful that they could 'take the system down'.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
> > Sent: Friday, September 07, 2012 8:56 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > We use External for Table field and Set Field criteria for lookup of
> data where the Business processes tend to change a good bit, but I can see
> several places where I could see using it in a Run-If as well. A well
> tested data change is easier to implement than a code change at my company
> since we don't have to adhere to an IT change windows to make a data change.
> >
> > Paul Campbell  | Development Team Lead  |  TS&D SSBL, A2R WFE, and ESP
> > Remedy Team |  Avaya Client Services  |
> > |  1145 Sanctuary Parkway Lake View II  Suite 110 Alpharetta, GA
> > | 30009
> > | | 678-421-5342
> >
> > Everyone needs deadlines.  Even the beavers. They loaf around all
> > summer, but when they are faced with the winter deadline, they work
> > like fury. If we didn’t have deadlines, we’d stagnate.  Walt Disney
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> > Sent: Friday, September 07, 2012 8:20 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: EXTERNAL in Filter Run-If
> >
> > Hi,
> >
> > That is definitely a good use for it.
> >
> >Best Regards - Misi, RRR AB, http://rrr.se
> >
> >> I agree that you must avoid EXTERNAL.
> >>
> >> I only use it at filters when adding some configurable business rule
> >> and I want to give complete freedom to the user to define when to
> >> execute the rule. For instance we have a priority control at HPD:Help
> >> Desk. Check if the incid

Re: EXTERNAL in Filter Run-If

[Jose Manuel Huerta Guillén]

I agree that you must avoid EXTERNAL.

I only use it at filters when adding some configurable business rule and I
want to give complete freedom to the user to define when to execute the
rule. For instance we have a priority control at HPD:Help Desk. Check if
the incidence agrees with some conditions and limits impact and
urgency accordingly. At this case I added the EXTERNAL.




Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 7:02 AM, Misi Mladoniczky  wrote:

> EXTERNAL() is r

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Re: FRIDAY Community Love? BMC Remedy++

[Jose Manuel Huerta Guillén]

After reading the subject of the email, I was thinking about the next
evolution of C++... It scared me!!!


Well, thumbs up.


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Sep 7, 2012 at 10:13 AM, Francois Seegers <
franco...@blueturtle.co.za> wrote:

>
>
> I just gave the thumbs up, come on
>

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Re: [EXTERNAL] Product Catalog & MS Products

[Jose Manuel Huerta Guillén]

Well, at the end i didn't add the link to the post:

http://theremedyforit.com/2011/12/product-categorization-in-bmc-remedy/

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Sep 6, 2012 at 12:21 PM, Jose Manuel Huerta Guillén <
arsl...@theremedyforit.com> wrote:

> I documented my thoughts about product cate
>

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Re: [EXTERNAL] Product Catalog & MS Products

[Jose Manuel Huerta Guillén]

I don't like the "suggested" product categorization that comes with the
ITSM instalation.

I documented my thoughts about product categorization at this post:

My recommendations for those applications are:

 1.- Tier 1 definitively to be "Software"
 2.- Don't be redundant, that is: don't use the product name or the product
manufacturer at tiers. The only exception to this, is when the manufacturer
name is needed for auto routing assignment.
3.- Maintain the same philosophy for all scopes. That is, tier 2 has always
the same meaning. Thus would be easier to understand for your users.


So, for instance:

Microsoft Word:   Software/Desktop/Text Processor  - Word/Microsoft
Excel: Software/Desktop/Spreadsheet - Excel/Microsoft

Thus, if your organization includes the Calc at the future:
Calc: Software/Desktop/Spreadsheet - Calc/Oracle


Thus, you can make a lot of more BI from your tickets. And also enhance the
incident review for problem discovery.






Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Sep 6, 2012 at 1:18 AM, Stroud, Natalie K wrote:

> **
>
> Christie:
>
> ** **
>
> We elected to stay as close as possible to the OOB Prod Cat structure, so
> we have the following:
>
> ** **
>
> **·**Software à Software Application/System à Standard Desktop
> Software à * Excel, Outlook, PowerPoint, etc.>  *(The Tier 3 here was an addition we
> made).
>
> **·**Software à Software Application/System 
> àCommunication/Collaboration/Data Exchange Software
> à Lync  (I believe the \Collaboration part was an addition to the OOB
> value for Tier 3)
>
> **·**Software à Software Application/System à Software Suite àOffice
> 
>
> ** **
>
> Natalie Stroud
>
> SAIC @ Sandia National Laboratories
>
> ARS-ITSM Tester
>
> Albuquerque, NM USA
>
> nkst...@sandia.gov
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pargeter, Christie :CO IS
> *Sent:* Wednesday, September 05, 2012 5:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Product Catalog & MS Products
>
> ** **
>
> ** 
>
> Hi All – We are wondering how people are categorizing Microsoft Products
> in their Product Tiers?  Specific applications: Word, Excel, Lync, SCCM,
> Remote Desktop, & PowerPoint
>
> ** **
>
> I am being asked to build them as Application / Microsoft / Word / Word /
> Microsoft (Tier 1 / Tier 2 / Tier 3 / Product Name / Mfg) and we don’t
> believe that Mfg should be the Tier 2.
>
> ** **
>
> Thanks 
>
>  
>   --
>
>
> *Christie Pargeter *
> *Legacy Health** *
>
> *IS - Programming*
>
> *SR Technical Analyst***
>
> cparge...@lhs.org 
>
> *  **1120 Building* 
>
> tel: 503-415-5149
>
> ** **
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Oracle vs. SQL

[Jose Manuel Huerta Guillén]

After dealing with MS SQL and Oracle, I can see two differences:
 - MS SQL case insensitive is easier to achieve.
 - Oracle admins are usually more "professionals" than MS SQL ones. This is
not a fact, but a probability I found at my experience.

What it isn't true is that case insensitive can only be achieved in MS SQL.
I have an Oracle RAC configured for case insensitive and it performs
perfectly.

So, at the end, it is more about organization culture and religion than a
technical decision.

IMHO, I would choose MS SQL because the licensing cost. Invest the saved
license cost in hardware and admin, and the result would be better.

Finally the decision between enterprise and standard depends on the size of
your ARS system. Normally the standard edition can fit for hundreds of
users. But It would depend on the use that those users made on the
database, and if the database server is to be shared with other
applications. Also it's important your DBA opinion, since the enterprise
edition has some features not available at the standard like increased
management or BI options

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 5, 2012 at 11:06 PM, Thad Esser  wrote:

> s me as funny criteria for determining which database to use, but I gues

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Re: Web service source

[Jose Manuel Huerta Guillén]

The case you are asking for is, like everybody said, through the mid-tier.
To prove it to your boss, go to the published web service at the developer.
See the WSDL address. You'll see that the URL is the mid-tier. Also if you
download the WSDL and see the connection addresses, you'll see that they're
also mid-tier addresses.

It doesn't matter if the client consuming the web service is HP, Remedy or
a custom application. If it connects through a web service, then it uses
the mid-tier.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 5, 2012 at 9:50 PM, Rick Cook  wrote:

> **
> LJ, the external system is not a Remedy system - it is HP.
>
> Rick
>
> On Wed, Sep 5, 2012 at 3:43 PM, Longwing, LJ CTR MDA/IC <
> lj.longwing@mda.mil> wrote:
>
>> Agreed, if Remedy is publishing the web service, then Mid-Tier is the
>> 'source' of the traffic for the external system.but your boss is right
>> when Remedy is the consumer because that is done via WebService plugin on
>> the Remedy server.
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Rick Cook
>> Sent: Wednesday, September 05, 2012 1:08 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Web service source
>>
>> **
>>
>> We are in the process of setting up a connection between our Remedy
>> system and an external system.  As part of our network/port validation, we
>> need to know whether the outgoing traffic for a published web service (one
>> that is consumed by the external system) is taken from the mid-tier server
>> or the AR server.
>>
>> I contend that it is the mid-tier server, because that is where the WSDL
>> is generated.  My boss disagrees.  Can you settle this for us?  I've looked
>> in the docs, but didn't really see anything.
>>
>> Rick Cook
>>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>>
>> ___
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>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: EXTERNAL in Filter Run-If

[Jose Manuel Huerta Guillén]

I think it works. I used it at SLA conditions (start, stop,  pause) and I
think that they're implemented using EXTERNAL.

Of course it won't work if used at some qualifications like the table field
qualification.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Sep 5, 2012 at 8:13 PM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> ARS version 7.6.04 SP3 on Linux
>
> Fred
>

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Re: HTML populated but not Plain Text Body

[Jose Manuel Huerta Guillén]

You can solve it adding a filter.

I recommend to add a display only field at the custom form to load the HTML
version. Modify your PUSH action to include this new field. Then at submit
the first field can be a filter with qualification:  plain text field is
null
and a set action that copy the content of the HTML formatted mail. If you
want to process the email and remove the HTML tags, you can use the regular
expressions plugin https://communities.bmc.com/communities/thread/53307. At
the docs there is an example that does it.


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Sep 4, 2012 at 11:13 PM, Brittain, Mark wrote:

> **
>
> Hi All,
>
> ** **
>
> I am sure this comes up from time to time. HTML formatted email is sent to
> the Email Engine. In the AR System Email Messages for the HTML Body/Content
> gets populated but the Plain Text Body/Content does not get populated.
>
> ** **
>
> When the email is received I in the ARS Email Messages form, the contents
> gets pushed to a customer Email form so that users can read the email. In
> the push field I include the Plain Text Body but not the HTML. So if the
> ARS Email Message Plain Text is not populated, this is blank in the in the
> custom form.
>
> ** **
>
> ARS 6.3 patch 20
>
> SunOS 5.9
>
> Oracle 9.2
>
> ** **
>
> Any thoughts on how to get around this would be 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.
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: ARSlist is not to be trusted

[Jose Manuel Huerta Guillén]

He, he seems that you took so seriously my words.

Of course it is a miss from my defense plan. But in the past I managed
several domains, and when a domain starts to be blocked by some firewall
vendor, you must take care of it, since it can go out of your hands.
Blacklist are by definition black and evil!

And I have no problem inserting an exception to bypass my plan with one
site. It was just to warm the list managers.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 31, 2012 at 9:05 PM, Jason Miller wrote:

> ** Hey, I haven't looked into those for a while.  There was a nice one I
> was looking at a few years ago.  It had a house on top and landing strip.
>  ;-)
>
>
> On Fri, Aug 31, 2012 at 11:39 AM, patrick zandi wrote:
>
>> ** Jason,
>>  you need an old silo to live in then... lol
>>
>> On Fri, Aug 31, 2012 at 1:51 PM, Jason Miller wrote:
>>
>>> ** That is it!  I am out of here.  I am going to go someplace that is
>>> trusted.  It was nice knowing you all.
>>>
>>>
>> --
>> Patrick Zandi
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: If BMC Remedy had a theme song

[Jose Manuel Huerta Guillén]

Money for nothing!!! AWESOME!!

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 31, 2012 at 6:51 PM, Howard Richter  wrote:

> Money for Nothing - Dire Straits

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New section at my blog: Free Tool Reviews

[Jose Manuel Huerta Guillén]

Hi listers,

I want to present you a new section at my blog, the Free Tool Reviews. Here
I will review the most useful tools for Remedy developers and admins. I
started with RRR|Chive.

http://theremedyforit.com/2012/08/new-section-free-tool-reviews/

I tell you, because if any of you think that I must review some tool (of
their own or not), he can contact me to make the review. Reduced free
versions of commercial products are also allowed.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Remedy Developer Opening - Washington D.C.

[Jose Manuel Huerta Guillén]

Someone with 5 years of experience with ITSM 7.6 deserves a very high
salary. :)

It's Friday at many parts of the world...

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Aug 30, 2012 at 10:20 PM, Moe A. Elnabawi <
melnab...@apexsystemsinc.com> wrote:

> **
>
> All,
>
>
>
> One of my clients is seeking a Remedy Developer for a position in
> Washington D.C.   This is a 6 month contract near the Navy Yard Metro.  I
> have included the job description below.  If you would like more details,
> please email me directly at melnab...@apexsystemsinc.com
>
>
>
>
>
>
>
> Apex Systems is currently looking for a Remedy Developer Consultant for a
> temporary opportunity (6 months or longer) located in Washington, DC
> (within walking distance from the Navy Yard Metro Station on the Green Line)
>
>
>
> **All candidates must be able to obtain and maintain a Public Trust
> Clearance**
>
>
>
> We are currently seeking a Senior Remedy System Developer to complement
> our IT Shared Service Management development team to support project
> activities. Candidate must be able to analyze, design and code enhancements
> from business defined requirements. Also, be able to collaborate with
> internal and external resources, team player and must be able to
> effectively communicate to technical and non-technical business groups. The
> selected Senior Remedy Developer will work with the implementation of the
> Remedy Service Level Management module based upon industry leading
> practices; configuration; and integration with other customized Remedy
> modules to include Incident, Problem, and Change. High Level Task
> Description
>
> *Overview of Job Requirements: *
>
> · At least 5-7 years’ experience with Remedy ITSM v7.6.x
>
> · At least 5-7 years’ experience in Database Management -SQL.
> Proficient in BMC ITSM Suite of Applications - Service Desk/Incident &
> Problem Management, Change & Release Management 7.6.3, Service Request
> Management, and Configuration Management Database Management (CMDB) is a
> MUST.
>
> · Experienced in Java, AIX, and Linux OS environment
>
>
>
> *Specific Skills and Experience: *
>
> · 5-7 years of application development experience are essential
>
> · Proficient in Java and UNIX
>
> · Proficient in SQL for Databases
>
> · Expert product and technical knowledge of BMC Remedy IT Service
> Management Suite
>
> · Experience with Remedy Notification System, and Aeroprise
> Mobility is a plus
>
> · Experience with BMC ITBM, Atrium, and Asset Management is
> required
>
> · Great communication skills, Team collaboration and player; Team
> lead or group lead a plus
>
>
>
> *Education and Experience: *
>
> A BA or BS degree in Information Technology, Software Engineering,
> Computer Science, related discipline is required.
>
>
>
> *DESIRABLE SKILLS/EXPERIENCE: - *ITIL v3 or v2 Foundations certification
>
>
>
>
>
>
>
> * *
>
> * *
>
> * *
>
> * *
>
> *Moe Elnabawi*
>
> *Applications Delivery Lead*
>
> APEX Systems, Inc.
> 3190 Fairview Park Dr.
>
> Suite 200
>
> Falls Church, VA 22042
>
> Office: (703) 256-2000
>
> Toll Free: (888) 242-1515
>
> Fax: (703) 842-8275
>
> *melnabawi*@apexsystemsinc.com 
>
> www.apexsystemsinc.com
>
>
>
> [image: Description: OA-Apex]
>
>
>
> [image: Description: BOS2012]
>
>
>
> [image: Description: Description: 
> LinkedIn]
>
>
>  *This e-mail communication (including any attachments) may contain
> confidential information intended solely for the use of the intended
> recipient. If you are not the intended recipient, you should immediately
> stop reading this message and delete it from your system. Any unauthorized
> reading, distribution, copying or other use of this communication (or its
> attachments) is strictly prohibited.*
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: AD Account Lock-OUT via Remedy

[Jose Manuel Huerta Guillén]

I think that the issue is that the AD and Remedy are not fully integrated.
The expected behavior would be to block all the domain for a user for 30
minutes after three wrong attempts. For instance, in a fully integrated
system If I made an attemp to log into a computer, then from another
computer I try to log to Sharepoint, and finally I try to connect to the
VPN the account is blocked for 30 minutes. Three attempts no matter from.

Under my point of view a bad password should be sent to the AD and the
block should come from the AD

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Aug 30, 2012 at 8:59 PM, Easter, David  wrote:

> I had thought that you meant that it locks it correctly when AD is used,
> but not when AD is uninvolved. If the password AD is being restored after
> 30 minutes, I expect that's occurring on the AD side of things.  I can't
> think of a way that AR System would be influencing that situation.  You may
> want to check with your AD admins.
>
> According to a Google search, there are three options in AD:
>
>
> http://www.windowsecurity.com/articles/implementing-troubleshooting-account-lockout.html
>
> The three policy settings are:
>
> Account lockout duration - How long (in minutes) a locked-out account
> remains locked-out (range is 1 to 99,999 minutes).
> Account lockout threshold - How many failed logons it will take until the
> account becomes locked-out (range is 1 to 999 logon attempts).
> Reset account lockout counter after - How long (in minutes) it takes after
> a failed logon attempt before the counter tracking failed logons is reset
> to zero (range is 1 to 99,999 minutes).
>
> Sounds like you have the first option is set to 30 minutes.
>
> -David J. Easter
> Manager of Product Management, AR System
> BSM & Atrium Solutions Management
> BMC Software, Inc.
>
> 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.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Easter, David
> Sent: Thursday, August 30, 2012 7:43 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: AD Account Lock-OUT via Remedy
>
> From the documentation (Configuration Guide):
>
> To set a maximum number of bad passwords, enter the number in the Max
> Number of Password Attempts field in the AR System Administration: Server
> Information form (Configuration tab). To turn the feature off (unlimited
> number
> of bad passwords allowed), set the number to 0 (the default).
>
> -David J. Easter
> Manager of Product Management, AR System
> BSM & Atrium Solutions Management
> BMC Software, Inc.
>
> 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.
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Bhupesh Gupta
> Sent: Thursday, August 30, 2012 7:37 AM
> To: arslist@ARSLIST.ORG
> Subject: AD Account Lock-OUT via Remedy
>
> I am looking for any ideas on how to implement/set up account lockup
> for multiple unsuccessful login failures.
>
> We are on version ARS 7.604 SP2
>
> Examples:
>
>
> In Active directory when user tries to enter inalid passowrd for the
> number of times specified on AD side ,then system will lock user
> account automatically.
>
> In our remedy is AD authenticated, user can enter 10 times invalid
> passwords ( login unsuccessful) still 11th time user can enter the
> right passowrd and system will allow user to login successfully.
>
> How do we lockout the user for unsuccessful logins ( 4 timmes may
> be).Any suggestions..
>
>
>
> Regards,
> Bhupesh Gupta
>
>
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>
>
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>
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Re: SQL error

[Jose Manuel Huerta Guillén]

To check if it is related to error 302, you must check the error log file
at the server. If it is 302, you will see a lot of logs of this error.

In our case we didn't solved it yet. For us its a problem investigation
with a proposed workaround (repeat the search). I think that it is related
to the database we use (Oracle RAC), but not sure.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Aug 29, 2012 at 7:33 PM, Vinay Kumar Anumula <
vinaykumar.anum...@gmail.com> wrote:

> Yes.
> Repeating the operation is clearing the issue.But we are coming across
> nearly 30 to 40 Service requests stuck because
> of this reason.It would be really helpful if you can suggest any solution
> to avoid this.
>
> Thanks in Advance
> Vinay
>
>
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Re: SQL error

[Jose Manuel Huerta Guillén]

What's the error?

I used to receive error 302, that solved at repeating the operation.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Aug 29, 2012 at 7:00 PM, vinay kumar
wrote:

> Service requests are frequently getting stuck at WO generation because
> of SQL data operation error.
> When i retry  using 'retry' button,WO gets generated and SR moves to next
> stage.
> Can anyone resolve it.
>
> Thanks in advance
> Vinay
>
>
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Re: [SPAM]Re: OT - If BMC Remedy had a theme song

[Jose Manuel Huerta Guillén]

For me is "Hotel California".

All the lyrics are a description of my life inside Remedy...


"Any time of year you can find us here"

or

"We are all just prisoners here, of our own device"

or

"You can check-out any time you like,
But you can never leave!"

I'm clearly identified with those sentences...

Jose Manuel Huerta
http://theremedyforit.com/




On Wed, Aug 29, 2012 at 7:10 PM, arslist  wrote:

> **
>
> I still prefer Remedy by Little Boots, that we used last year Daniel
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Eric Coughlin
> *Sent:* August 29, 2012 10:05 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [SPAM]Re: OT - If BMC Remedy had a theme song
>
> ** **
>
> ** 
>
> Casting a vote for “Remedy” by the Black Crowes. “Can I have some Remedy?
> Remedy for me please.”
>
> ** **
>
> *Eric Coughlin*
>
> Sr. Software Application Developer
>
> Noridian IT Division
>
> ** **
>
> *From:* Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] *On Behalf Of *Susan Palmer
> *Sent:* Wednesday, August 29, 2012 8:58 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT - If BMC Remedy had a theme song
>
> ** **
>
> ** 
>
> Dan,
>
>  
>
> Think of it as promotion for WWRUG12 !   There may need to be a scheduled
> session on 'Remedy Songs'.  I'm not sure all of this and the memories
> conjured could be considered humor ... :)
>
>  
>
> Susan
>
> On Wed, Aug 29, 2012 at 7:36 AM, arslist  wrote:**
> **
>
> ** 
>
> As much as I am enjoying* all this, it isn’t Friday! Dan*
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
> *Sent:* August 29, 2012 8:30 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT - If BMC Remedy had a theme song
>
>  
>
> ** 
>
> Haha just blast Johnny Cash, Ring of Fire after flushing the mid tier
>
>
> Sent from my iPhone
>
>
> On Aug 29, 2012, at 8:28 AM, "Reiser, John J" 
> wrote:
>
> ** 
>
> “My Way” – Ol’ Blue Eyes
>
>  
>
> Thank you,
>
> ---
> John J. Reiser
> Remedy Developer/Administrator 
>
> Senior Software Development Analyst
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me 
>
>  
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
> *Sent:* Tuesday, August 28, 2012 6:05 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* EXTERNAL: OT - If BMC Remedy had a theme song
>
>  
>
> ** 
>
> 99 bottles of beer on the wall?
>
>  
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *John
> Sundberg
> *Sent:* Tuesday, August 28, 2012 5:03 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: If BMC Remedy had a theme song
>
>  
>
> ** 
>
>  
>
> (I went to a baseball game last night (Minnesota Twins) -- and for some
> reason I was paying attention to the theme song for each batter -- kind of
> fun)
>
>  
>
> Anyways, if BMC Remedy had a theme song - what would it be?
>
>  
>
>  
>
>  
>
>  
>
>  
>
>  
>
> -John
>
>  
>
>  
>
>  
>
> --
>
> *John Sundberg*
>
> *Kinetic Data, Inc.*
> *"Your Business, Your Process"*
> *Recipient of:*
>
>  
>
> WWRUG10 Best Customer Service/Support Award
>
> *WWRUG09 Innovator of the Year Award*
>
> john.sundb...@kineticdata.com
> 651.556.0930  I*  *www.kineticdata.com
>
>  
>
>
>
>
>
>
> 
>
>  
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
>
> ** **
> --
>
> Confidentiality Notice: This communication and any attachments are for the
> sole use of the intended recipient(s) and may contain confidential and
> privileged information. Any unauthorized review, use, disclosure,
> distribution or copying is prohibited. If you are not the intended
> recipient(s), please contact the sender by replying to this e-mail and
> destroy/delete all copies of this e-mail message.
>
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Re: SLM issue

[Jose Manuel Huerta Guillén]

Yes.
Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 28, 2012 at 7:35 PM, Rajesh Nair wrote:

> **
>
> I
>
> Have checked it .but the reset goal optikn is set to NO
> So doo i assume that if sla once missed will show as missed even if
> assigned to a group whose goal time have not breachd?
> On Aug 28, 2012 12:19 AM, "Jose Manuel Huerta Guillén" <
> arsl...@theremedyforit.com> wrote:
>
>> ** At the SVT definition, if set at advanced mode there is a check box
>> that you can use:
>>
>> Reset goal: When some conditions are met, the current measure is closed
>> and a new one starting from 0 is created. That means that a single request
>> can create multiple SVT measures.
>>
>> The reset goal condition is defined at the data source.
>>
>> Using the reset goal condition you can measure if one group has taken
>> more than 8 hours to go to In Progress state. But you won't know which
>> group has been. To know it you need separate SVT for each case.
>>
>>
>> Jose Manuel Huerta
>> http://theremedyforit.com/
>>
>>
>>
>>
>> On Mon, Aug 27, 2012 at 8:02 PM, Rajesh Nair 
>> wrote:
>>
>>> Jose
>>> Can you tell me more on "unless it is restarted"
>>>
>>
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Re: Integration with emailed attachments

[Jose Manuel Huerta Guillén]

I would develop the required code at the custom form.

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 28, 2012 at 5:38 PM, Logan, Kelly wrote:

> Workflow on form saves the attachment to a secure directory on the serv

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Updating the SVT requests

[Jose Manuel Huerta Guillén]

Hi listers,

I need to create a report on daily basis using BOXI. This report reads the
SLM:Measurement form and HPD:Help Desk, looking for all measures for open
incidents. This report will be generated automatically by night and the PDF
sent to a Sharepoint site. Thus, the manager can see at the morning a
summary of its service. But I noticed that the SLM:Measurement request do
not update so frequently as expected. In fact I have an incident that is
not updated for a week, and the SLM:Measurement is also one week old.

Do you know how to force to recompute an SLM:Measurement. Thus I could run
an escalation two hours before generating the report, recomputing all
opened measurements.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Auto-Import a Text File

[Jose Manuel Huerta Guillén]

We planned an integration using a similar communication link, a file placed
at a FTP account. The idea was to integrate with a CMMS. The solution we
provided was to create a java script that fired when creating a file at a
forlder, read it and sent it using a web service. The java analyst said one
day for developing and testing, so I assume it was easy. Fortunately, the
IT office declined this integration method and required the CMMS developers
to create a web service interface.

I think that it would be easier to develop an external agent that uses the
API, or if you don't have any API expert, using a web service would be
easier.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Aug 27, 2012 at 9:59 PM, Misi Mladoniczky  wrote:

> Hi,
>
> The ARImport .ARM file format support any delimiter.
>
> It might be difficult to build a robust 30-minute import using arimportcmd
> though.
>
> You might consider building an API-program to do this, including error
> handling. C, Java, ARSperl, .Net come to mind.
>
> 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.
>
> >
> > ARS 7.6.04 SP2 I have a requirement that multiple text files will be
> > placed on a network share drive every 30 minutes.  The requirement is for
> > me to import these files into a custom form in Remedy.  The customer is
> > set on using pipe delimited text files and is not interested in switching
> > over to webservices or pushing the text file into a DB table and then
> > create a View form.  The integration must be using pipe delimited text
> > files.  Every 30 minutes, one or more files is dropped into a folder,
> i.e.
> >  and  dropped at 12:30; at 1:00 PM  is dropped in
> > the folder.  I must grab the files at 12:30 and import them into a custom
> > form.  After they have imported into the custom form, I need to rename
> the
> > file or move it to another directory so they dont import twice.  I then
> > repeat the process at 1:00 PM. Can this be done using ARImport from an
> > escalation or AIE or some other method other than webservices or a View
> > form? Any suggestions would be appreciated. ThanksKevin
> >
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Re: SLM issue

[Jose Manuel Huerta Guillén]

At the SVT definition, if set at advanced mode there is a check box that
you can use:

Reset goal: When some conditions are met, the current measure is closed and
a new one starting from 0 is created. That means that a single request can
create multiple SVT measures.

The reset goal condition is defined at the data source.

Using the reset goal condition you can measure if one group has taken more
than 8 hours to go to In Progress state. But you won't know which group has
been. To know it you need separate SVT for each case.


Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Aug 27, 2012 at 8:02 PM, Rajesh Nair wrote:

> Jose
> Can you tell me more on "unless it is restarted"
>

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Re: SLM issue

[Jose Manuel Huerta Guillén]

I don't know if i understood well your question, but if the objective is
broken it will remain at this status (unless it is restarted, (the check
box), in that case I'm not sure what will happen)

What I do at these cases is to set one SVT per group. So each group has
it's own time counter. It's the only way to see if one group broken the
SLA, or both.


Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Aug 27, 2012 at 3:57 PM, Rajesh Nair wrote:

>
> Both this SLA's are gro

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Re: Extending First and Last Name fields on Incident form

[Jose Manuel Huerta Guillén]

Goncalves de Oliveira seems Portuguese (very close to Spanish). Francisco
Jesus Guillermo and María del Rosario Agripina are both Spanish...
At Spain we have more than %, at your setup it would be more than 700 cases.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 8:37 PM, Shellman, David wrote:

> Jiri,
>
> We have 67063 records in our employee data.
>
> We have two records where the last name is longer than 25 characters.
>  They are HERENY GONCALVES DE OLIVEIRA and KORATIPARAMBIL MOHANDAS KAMATH
>
> Similar for first name, there are two records greater than or equal to 25
> characters.  They are FRANCISCO JESUS GUILLERMO and MARIA DEL ROSARIO
> AGRIPINA
>
> Depending on your data it most likely is not worth the effort required to
> make the change.
>
> Dave
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
> Sent: Friday, August 24, 2012 4:55 AM
> To: arslist@ARSLIST.ORG
> Subject: Extending First and Last Name fields on Incident form
>
> Hi,
>
>
> As it stands, First and Last Name fields on Incident form are both limited
> to 30 characters, which we find in some cases insufficient and would like
> to extend the length to say 100 characters each.
> I can imagine the impact of such change might be rather wide as those
> fields are referred in many other forms in ITSM such as People and
> subsequently all main forms in other modules where people details are
> recorded.
> I was wondering if anybody went through such a change and would not mind
> sharing their experience.
>
> My preferred option would be to avoid this change all together, but would
> like to get another opinion.
>
> Thanks for any thoughts
>
> Jiri Pospisil
>
> Remedy Specialist, IT Production
> LCH Clearnet
>
>
>
>
>
>
> A copy of the LCH.Clearnet e-mail disclaimer can be found at:
> www.lchclearnet.com/disclaimer/email
>
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> Street, London EC3N 1EA.
> Recognised as a Clearing House under the Financial Services & Markets Act
> 2000. Reg in England No.25932.
> LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris,
> Chambre de Compensation conformément au Code Monétaire et Financier.
>
>
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Re: Export though Golden Gate - exceeds field length

[Jose Manuel Huerta Guillén]

 It could also be an unicode issue. Depending how is codified,
the length in bytes could be different that the number of characters.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 10:18 PM, Brittain, Mark wrote:

> Golden Gate

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Re: Anyway to populate ardb.conf other than manual?

[Jose Manuel Huerta Guillén]

Not sure, but I don't think it would recreate indexes. Index recreation is
a hard task and it would be inefficient.
But at soon you modify an index, or create a new one, then your DBA will
have to act on them.

Maybe your DBA can take a look at:
http://theremedyforit.com/2011/12/case-insensitive-in-remedy/
Here you can find a script that reads the index dictionary tables. So maybe
it can be used to trigger an script or you can rebuild all indexes
periodically with your own sentence.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 7:30 PM, Jamie  wrote:

> What about if you re-save the form.  Does it re-create the indexes and
> LOBs? Also, we have concerns on how patches/upgrades would affect our split
> without using an ardb.conf.
>
>
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Re: Monitoring use of Pending status on Incidents

[Jose Manuel Huerta Guillén]

IMHO, this is restrictive to the users. Imagine the case, the user is
assigned to an incident that needs in-place support. But the customer
requires us not to go until the next week. So, you are forcing the user to
periodically add notes and change the status.And if he forgets one time...
he can break the agreement.

Also, restricting the use of the pending status is not a good choice, since
it adds an extra bureocratic action.

Incident management must be quick and not loosing time in useless
procedures only placed to assure that the SLA measurement is not abused.

IMHO, try to avoid the abuse by other means, like a periodic review (as
Tauf recommended) with big penalties if such an abuse is detected.

At the end, no matter the method you use, it can be always be abused, or
the measure will be so much restrictive.

For instance, In one organization, they forbidden the use of pending. Then
users started to assign other support groups just to avoid the hot-potato.
When this was also restricted, then users marked as resolved incidents that
aren't resolved, just to stop the clock. And also I've seen creating dummy
incidents just to solve them and increase the accomplished %. Or closing
the incident and reopening a new one... there are a lot of tricks.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 3:15 PM, Goodall, Andrew C  wrote:

> **
>
> We implemented an escalation to take the incident out of pending after xx
> hours and require user to enter a worklog note to put back into pending.**
> **
>
> ** **
>
> Regards,
>
>  
>
> *Andrew C. Goodall*
>
> Software Engineer
>
> Development Services
>
> ago...@jcpenney.com
>
> ** **
>
> *jcpenney*
>
> 6501 Legacy Drive
>
> Plano, TX 75024
>
> jcp.com
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@arslist.org] *On Behalf Of *Jiri Pospisil
> *Sent:* Friday, August 24, 2012 4:25 AM
> *To:* arslist@arslist.org
> *Subject:* Monitoring use of Pending status on Incidents
>
> ** **
>
> ** 
>
> Hi all,
>
> ** **
>
> I was wondering if there is anybody who implemented any kind of additional
> monitoring or functionality around the Pending status on Incident.
>
> We are seeing here that it is widely used by users as our SLAs are defined
> to pause the clock once the status is set to Pending with certain values in
> Status Reason field. 
>
> This is obviously required in some cases, i.e. when we are awaiting
> response from customer, but tickets can sit in that status for weeks.
>
> ** **
>
> Did anybody implement anything such as limiting access to using Pending
> status only to managers, requiring manager approval before moving to
> Pending status, automatically removing from Pending status after certain
> period of time etc. etc. This is just a sample of what I can think of.
>
> ** **
>
> Would like to hear other people’s experience/suggestions.
>
> ** **
>
> Thanks
>
> Jiri Pospisil
>
> Remedy Specialist, IT Production
>
> *[image: LCH Clearnet logo NEW AUG 2008 small.jpg]*
>
> [image: risk_e-mail]
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
>  
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> A copy of the LCH.Clearnet e-mail disclaimer can be found at: *
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>
>  
>
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> Street, London EC3N 1EA. 
>
> Recognised as a Clearing House under the Financial Services & Markets Act
> 2000. Reg in England No.25932.
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Re: Applying a change on production

[Jose Manuel Huerta Guillén]

Yes Jason, I know it, but I still have a doubt. When looking at the manual
about the cache mode, it says that when trying to change an object and a
user is using it, it waits giving priority to the users. But don't say that
this apply to all the def file upload.

For instance user is using form B (is inside an API call, for instance). My
def file changes form A and form B.
The developer changes form A (nobody is using it)
The developer tries to change form B, it can't since it is used right now.
Then the user wants to use form A It will use old cached version, or
the new one? That's the question. Because if it uses the new form A, then
he is using old form B, and new form A.

Change forms, by filters and you can have an unpredicted behavior since it
uses old filter B and new filter A.

To summarize, the upload of a def file is transactional?


Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 3:55 PM, Jason Miller wrote:

> Once your def has completed importing and there is enough break in user
> activity (not sure the how the server determines this or the parameters)
> the system will replace the old memory cache with the new cache.

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Re: Applying a change on production

[Jose Manuel Huerta Guillén]

No. Web services' definition is cached. But filter aren't. The mid tier
makes the API call, and the rest is managed at the ARS.

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 2:13 PM, Tauf Chowdhury  wrote:

> new filters w

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Applying a change on production

[Jose Manuel Huerta Guillén]

Hi,

I'm preparing a big change for production. That means uploading a big def
file, adding and modifying a lot of elements of a custom application. The
problem is that this application is continually receiving info through web
services.

I know that current version of application is ok. I know the new version of
the application is also ok. But I'm concerned of what will happen during
the def uploading. A test uploading it at preproducción lasted 3 minutes.
So it will surely have more than 10 communications through web service.

The question is: the objects at a def file are made available as soon as
uploaded, or they wait to all objects at the def file to be uploaded?

(Actually, is more about curiosity than a real concern of risk)

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: Extending First and Last Name fields on Incident form

[Jose Manuel Huerta Guillén]

It depends on the language and your case. I had to augment the number of
characters of those fields in a system because:

Spanish last names are always composed of two or more words.
The likelihood of having more than 30 characters is high (more than 1%). My
wife has more, for instance.

Then, our system is integrated with other systems, and not having exactly
the same name could lead to problems. The identities are centralized by an
OIM. And I know that for identifying a person at an integration, the
corporate ID should be the right approach. But I don't control all systems,
and problems can arise.

I remember that when doing the increase at the last name field, a lot of
errors started to arise at other apps (for instance when creating an
incident). We tested all ITSM suite to look for these errors and augmented
all required fields. I don't have the list right now.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 1:35 PM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

>
> I would say you are really wasting time/money and adding unreasonable risk
> - for a very small percentage...
>
> And - BTW -- 100 characters wont be enough -- so you have another problem
> right away anyway...
>
> Check this name

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Re: security risk with attachment - Any ideas?

[Jose Manuel Huerta Guillén]

What kind of files do you attach?

A simple check would be to see the extension and block some of them. For
instance to not allow .exe.

Anyway, In one of our customers' system, users do upload files with virus.
This is done intentionally and part of security incidents.

An finally, the solution you must apply is for one attachment pool or for
all ITSM attachment pools...
Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Aug 23, 2012 at 8:40 PM, Misi Mladoniczky  wrote:

> Hi,
>
> There is a Filter-Run-Process-Command to save attachments to the server.
>
> Why not save any new/updated attachment to some folder. Maybe you can add
> the {request-id}-[form-id}-{field-id} as a name prefix for reference. Then
> you can just run any script to analyze the attached file without blocking
> the transaction.
>
> If it is an unwanted transaction, just put it in quarantine and replace
> the attachment within you AR Server with a text-file that tells you it was
> an attachment. This can be done with a simple driver-script.
>
> 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.
>
> > HI all,
> >
> > I am hoping that someone else on the list had to face this growing
> > security concern and found a way to do this.
> > This is the concern that came back from a security audit:
> >
> > "Attachment are not being scanned at the server level and the application
> > can only rely on the fact that the user may or may not use a scanning
> > system (anti-virus for example). This does not prevent user to willingly
> > add a malicious file.  The files should be scanned to stop SVG files to
> be
> > uploaded at the server level."
> >
> > I know I can have an API that would run on the server and would look at
> > the tickets created and if there is an attachment, to extract it and scan
> > it etc.  But any one has a better idea?  Or knows of some utility that is
> > already out there that could do this?
> >
> >
> > Thank you,
> >
> > Pascale
> > Kenavo ar wech all
> >
> >
> > If you are not the intended addressee, please inform us immediately that
> > you have received this e-mail in error, and delete it. We thank you for
> > your cooperation.
> >
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Re: Monitoring use of Pending status on Incidents

[Jose Manuel Huerta Guillén]

I currently have a great problem with this same situation.

And the solution the curstomer is requiring to me is very complex:

 - The pending status must send a notification to key users.
 - If those key users have 4 hours to review the case, and if not correct
they can deny the pending status. That means that the incident returns to
assigned state and the time spent at pending is considered for the SVT
measurement.
 - If pending status goes more than 4 hores and a key user says it's not
correct, the SVT measurement only considers 4 hours and the rest is not
considered for the measurement.
 - If pending status is accepted or the key users don't say anything, the
time of pending is not considered.

I saw a lot of customization and we are discussing with the customer an
alternative method.

Currently the most probable solution is to include in the SLA (the
document, not the Remedy request) a penalty for abusing of the pending
status. If pending status is used for other situations not expressed on the
agreement, an extra penalty can be applied.

At the end it's all about a problem of trusting. So if you can restore the
confidence, you solve the problem. The new penalty at the SLA seems that
will be the tool to restore the confidence.

Saludos,

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 24, 2012 at 11:25 AM, Jiri Pospisil <
jiri.pospi...@lchclearnet.com> wrote:

> g status only to managers, requiring manager approval before moving to
> Pending status, automatically removing from Pending status after certain
> period of time etc. etc. This is just a sample of what I can think of.
>
> ** **
>
> Would like to hear other people’s experience/suggestions.
>

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Re: Finding: Incident Business-Time Duration, minus Pending Status time

[Jose Manuel Huerta Guillén]

Do you mean by creating SVT's to track the time? Yes It can be a solution
maintaining the product OoTB. IMHO I don't like to use SLM to make
measurements that are not really a SLA or OLA. Our users get confused when
looking at the measurements for an incident and see all this info.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 21, 2012 at 9:50 PM, Goodall, Andrew C  wrote:

> SLM can handle this - do you have the SLM module?
>
> Regards,
>
> Andrew C. Goodall
> Software Engineer
> Development Services
> ago...@jcpenney.com
> jcpenney
> 6501 Legacy Drive
> Plano, TX 75024
> jcp.com
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@arslist.org] On Behalf Of Ray Palla
> Sent: Tuesday, August 21, 2012 2:47 PM
> To: arslist@arslist.org
> Subject: Re: Finding: Incident Business-Time Duration, minus Pending
> Status time
>
> This suggestion is possibly realistic, however the amount of coding to
> parse out the Pending time is a vast effort.
>
> Any other ideas other than creating a custom form specifically for
> tracking business time and pending time for every Incident modification?
>
> R
>
> Quoting patchsk :
>
> > Did you check the incident audit log? You can calculate the amount of
> time
> > the ticket is in pending status from there.
> >
> > On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:
> >>
> >> Ladies and Gentlemen;
> >>
> >> I'm looking for a field or place to grab the Incident Business Time
> >> Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
> >> that the ticket is in "Pending" 'Status'.
> >>
> >> I've found in the Incident Assignment Log form, the field 'Business
> Hours
> >> Duration (Sec)'.  If I do a sum on all assignments related to the
> Incident
> >> Number, I can get the total seconds that the ticket was open.  I need
> to be
> >> able to subtract the amount of time that the ticket was in "Pending",
> like
> >> the SLM module would use to determine if an SLA was met or missed.  I've
> >> spent considerable cycles looking for a place to grab the data from a
> field
> >> in SLM, but can't seem to find it.
> >>
> >> Anyone, have a suggestion for a place to look, or a formula to use to
> get
> >> the desired result into a report???
> >>
> >> Thanks;
> >> R
> >>
> >>
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Re: Finding: Incident Business-Time Duration, minus Pending Status time

[Jose Manuel Huerta Guillén]

We do check the performance impact at our preproduction servers, because I
was also concerned by it. The impact was less than 1%.

Test performed changing requests massively through web services by using
SOAP UI.

Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 21, 2012 at 9:47 PM, Ray Palla  wrote:

> This suggestion is possibly realistic, however the amount of coding to
> parse out the Pending time is a vast effort.
>
> Any other ideas other than creating a custom form specifically for
> tracking business time and pending time for every Incident modification?
>
> R
>
>
> Quoting patchsk :
>
>  Did you check the incident audit log? You can calculate the amount of time
>> the ticket is in pending status from there.
>>
>> On Tuesday, August 21, 2012 11:04:57 AM UTC-7, Ray Palla wrote:
>>
>>>
>>> Ladies and Gentlemen;
>>>
>>> I'm looking for a field or place to grab the Incident Business Time
>>> Duration for an ITMS 7.6.04 Incient Module ticket, excluding the time(s)
>>> that the ticket is in "Pending" 'Status'.
>>>
>>> I've found in the Incident Assignment Log form, the field 'Business Hours
>>> Duration (Sec)'.  If I do a sum on all assignments related to the
>>> Incident
>>> Number, I can get the total seconds that the ticket was open.  I need to
>>> be
>>> able to subtract the amount of time that the ticket was in "Pending",
>>> like
>>> the SLM module would use to determine if an SLA was met or missed.  I've
>>> spent considerable cycles looking for a place to grab the data from a
>>> field
>>> in SLM, but can't seem to find it.
>>>
>>> Anyone, have a suggestion for a place to look, or a formula to use to get
>>> the desired result into a report???
>>>
>>> Thanks;
>>> R
>>>
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Re: Localizing applications

[Jose Manuel Huerta Guillén]

WOOOAAAHH!!!

Never though of doing massive changes through text edition!

Currently I'm analyzing the viability of the project. Seems affordable. If
finally accepted, I will consider using RRR|Translator.



Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 21, 2012 at 10:31 AM, Misi Mladoniczky  wrote:

> ke sure that you find an editor that can do the replace and match
> the end-of-line, as you m
>

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Re: Localizing applications

[Jose Manuel Huerta Guillén]

Thanks, Seems I'm going to modify all ITSM localized forms :)



Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Aug 20, 2012 at 12:44 PM, Misi Mladoniczky  wrote:

> Hi,
>
> If you set "en_US" as locale for the English views, and clear out the
> locale for the Spanish views, you will get the behaviour you seek.
>
> 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.
>
> > Hi listers,
> >
> > Don't know if it is possible...
> >
> > Here in Majorca, we speak two languages, Spanish and Catalan. For politic
> > reasons, some applications need to be localized to both languages. I
> would
> > like to start a localization for Catalan, but only for a few forms.
> >
> > What I want is: If a user has the language option set to Catalan, and
> > there
> > is no Catalan version, to use the Spanish version instead of the English
> > one. Is that possible?
> >
> > Regards,
> >
> > Jose Manuel Huerta
> > http://theremedyforit.com/
> >
> >
> ___
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> >
>
>
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Re: OT: Client Sensitivity

[Jose Manuel Huerta Guillén]

Sorry, the correct name of the field is Job Title.

Jose Manuel Huerta
http://theremedyforit.com/




On Mon, Aug 20, 2012 at 6:47 PM, Pargeter, Christie :CO IS  wrote:

> **
>
> What tab is the Profession field on or was that a customized field you put
> into the system?
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jose Manuel Huerta Guillén
> *Sent:* Friday, August 17, 2012 11:43 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: OT: Client Sensitivity
>
> ** **
>
> ** One of my customers is a healthcare organization (big one, with +6000
> employees).
>
> ** **
>
> We have done it like the next:
>
> ** **
>
>  - We use the profession field at CTM:People to mark it as doctor, nurse,
> administrative stuff, maganer, etc.
>
>  - We customized HPD help Desk to show it at the main screen, so technical
> staff known if it is a doctor.
>
>  - Client Sensitivity means that the employee is part of a critic
> healthcare chain (like a *triage* nurse at emergency, surgery doctor,
> ...). 
>
>  - VIP is used to mark senior management.
>
>  - Impact is used to mark the spread of the incident (one person, few
> people, full unit, whole hospital) -> VIP moves from one person to few
> people.
>
>  - Urgency is used to mark the effect on the work being the max a risk to
> a patient. -> Sensitivity increases one level.
>
> ** **
>
> It works correctly. Just to share...
>
> ** **
>
> ** **
>
>
> Jose Manuel Huerta
>
> http://theremedyforit.com/ 
>
> ** **
>
>
>
> 
>
> On Tue, Aug 14, 2012 at 9:26 PM, Jason Miller 
> wrote:
>
> it for our Doctors where VIP is senior mgmt and their admins.  It was
> setup for our Help Desk personnel to be more aware that the issue could
> have an impact on a patient in a hospital and they might change the urgency
> based on that up a level.
>
> ** **
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ 
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>

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Localizing applications

[Jose Manuel Huerta Guillén]

Hi listers,

Don't know if it is possible...

Here in Majorca, we speak two languages, Spanish and Catalan. For politic
reasons, some applications need to be localized to both languages. I would
like to start a localization for Catalan, but only for a few forms.

What I want is: If a user has the language option set to Catalan, and there
is no Catalan version, to use the Spanish version instead of the English
one. Is that possible?

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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Re: OT: Externally available doc (was: How to check Remedy Logins that are using Web Service)

[Jose Manuel Huerta Guillén]

http://theremedyforit.com/2011/12/the-secret-documents-of-bmc/

Jose Manuel Huerta
http://theremedyforit.com/




On Fri, Aug 17, 2012 at 2:51 AM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> Ok thx for info.
>
> If they are looking for votes - I vote the API should be openly documented
> and marketed and pushed to the larger community. I think it would be a
> positive for BMC ITSM/ Remedy to work easily with the bigger environment.
>
> And side note - I can think of ZERO that would be lost by BMC by making it
> available.
>
> Oh - except for the trade secret that BMC uses integers for their Status
> field.
>
>
> -John
>
> Sent from my iPhone
>
> On Aug 16, 2012, at 6:06 PM, "Easter, David"  wrote:
>
> > Currently, BMC Legal designates BMC documentation as intellectual
> property that is only available to customers with a valid Support contract.
>  Thus it is protected behind Support Central and not publicly available.
> >
> > A change in this interpretation is being considered (for about 2 years
> now).  If it does change, I'll let the list know.
> >
> > -David J. Easter
> > Manager of Product Management, AR System
> > BSM & Atrium Solutions Management
> > BMC Software, Inc.
> >
> > 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.
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of John Sundberg
> > Sent: Monday, August 13, 2012 1:54 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: How to check Remedy Logins that are using Web Service
> >
> > Just wondering - any reason why BMC does not have an external facing
> version of their Javadoc???
> > I always seem to search and find it on JavaSystemSolutions site - but
> never on BMC.
> >
> > From:
> http://www.javasystemsolutions.com/documentation/thirdparty/arapi/constant-values.html#com.remedy.arsys.api.Constants.AR_FUNCTION_LENGTHC
> >
> >
> >
> > public static final intAR_CLIENT_TYPE_ALERT21
> > public static final intAR_CLIENT_TYPE_APPROVAL7
> > public static final intAR_CLIENT_TYPE_CACHE15
> > public static final intAR_CLIENT_TYPE_CHANGE_ID4009
> > public static final intAR_CLIENT_TYPE_CHANGE_SEL4008
> > public static final intAR_CLIENT_TYPE_DISPATCHER4001
> > public static final intAR_CLIENT_TYPE_DIST16
> > public static final intAR_CLIENT_TYPE_DRIVER4000
> > public static final intAR_CLIENT_TYPE_DSO5
> > public static final intAR_CLIENT_TYPE_EIE13
> > public static final intAR_CLIENT_TYPE_END_OF_PRODUCT3999
> > public static final intAR_CLIENT_TYPE_END_OF_RESERVED_RANGE5000
> > public static final intAR_CLIENT_TYPE_FLASHBOARDS11
> > public static final intAR_CLIENT_TYPE_FLASHBOARDS_MID_TIER12
> > public static final intAR_CLIENT_TYPE_HELP4002
> > public static final intAR_CLIENT_TYPE_IMPORT_CMD19
> > public static final intAR_CLIENT_TYPE_JANITOR4003
> > public static final intAR_CLIENT_TYPE_MAIL18
> > public static final intAR_CLIENT_TYPE_MAIL_DAEMON22
> > public static final intAR_CLIENT_TYPE_MENU4004
> > public static final intAR_CLIENT_TYPE_MID_TIER9
> > public static final intAR_CLIENT_TYPE_ODBC6
> > public static final intAR_CLIENT_TYPE_PALM_PILOT10
> > public static final intAR_CLIENT_TYPE_PRE_501
> > public static final intAR_CLIENT_TYPE_RELOAD14
> > public static final intAR_CLIENT_TYPE_REPORT_PLUGIN20
> > public static final intAR_CLIENT_TYPE_RUN_MACRO17
> > public static final intAR_CLIENT_TYPE_SIM_PUBLISHING_SERVER28
> > public static final intAR_CLIENT_TYPE_SIM_SME29
> > public static final intAR_CLIENT_TYPE_SQLED4007
> > public static final intAR_CLIENT_TYPE_STRUCT4005
> > public static final intAR_CLIENT_TYPE_TEXT4006
> > public static final intAR_CLIENT_TYPE_UNKNOWN0
> > public static final intAR_CLIENT_TYPE_UNPRODUCTIZED_START4000
> > public static final intAR_CLIENT_TYPE_WAT2
> > public static final intAR_CLIENT_TYPE_WEB_SERVER8
> > public static final intAR_CLIENT_TYPE_WEBSERVICE34
> > public static final intAR_CLIENT_TYPE_WIP4
> > public static final intAR_CLIENT_TYPE_WUT3
> >
> >
> >
> >
> > -John
> >
> >
> >
> >
> > On Aug 13, 2012, at 3:47 PM, Joe Martin D'Souza 
> wrote:
> >
> > That's what I was thinking too as most of the lower client types were
> already exhausted before WS was even available as a client type.
> >
> > One easy way to confirm whether it is 8 or 34 is to check the ar.h file
> that gets bundled with the AR API's if installed..
> >
> > This file will have a list o

Re: Data dictionary menu

[Jose Manuel Huerta Guillén]

In our last custom application we used it a lot.

For instnace, we created an audit system, and menus allow users to filter
audit results by form or changed field. Those menus feed from data
dictionary.
Also one form allows to set some business rules. The way we done it, is to
allow selecting the filter guide to be fired. Thus, we can add new filter
guides without modifying the business rule creator. The filter guide
selection is another data dictionary menu.


Jose Manuel Huerta
http://theremedyforit.com/




On Thu, Aug 16, 2012 at 8:57 PM, ravi rai  wrote:

> **
> Kiran
> See forms related to Reporting like ReportCreator
>
> Ravi
>
>  > Date: Thu, 16 Aug 2012 12:48:09 -0600
> > From: lj.longwing@mda.mil
> > Subject: Re: Data dictionary menu
> > To: arslist@ARSLIST.ORG
>
> >
> > Kiran,
> > I have found them useful when dealing with applications that deal with
> documenting Remedy internals, such as list of forms, list of Char fields on
> that form, then give me the menu attached to that char menu if it has
> one...that sort of thing if I remember correctly.
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Kiran
> > Sent: Thursday, August 16, 2012 12:19 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Data dictionary menu
> >
> > **
> >
> > Hi experts,
> >
> > Please let me know the exact use of data dictionary menus
> >
> > In which all scenarios,these menus are useful
> >
> > Sent from Samsung Mobile
> > _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
> >
> >
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Re: OT: Client Sensitivity

[Jose Manuel Huerta Guillén]

One of my customers is a healthcare organization (big one, with +6000
employees).

We have done it like the next:

 - We use the profession field at CTM:People to mark it as doctor, nurse,
administrative stuff, maganer, etc.
 - We customized HPD help Desk to show it at the main screen, so technical
staff known if it is a doctor.
 - Client Sensitivity means that the employee is part of a critic
healthcare chain (like a *triage* nurse at emergency, surgery doctor, ...).
 - VIP is used to mark senior management.
 - Impact is used to mark the spread of the incident (one person, few
people, full unit, whole hospital) -> VIP moves from one person to few
people.
 - Urgency is used to mark the effect on the work being the max a risk to a
patient. -> Sensitivity increases one level.

It works correctly. Just to share...



Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 14, 2012 at 9:26 PM, Jason Miller wrote:

> it for our Doctors where VIP is senior mgmt and their admins.  It was
> setup for our Help Desk personnel to be more aware that the issue could
> have an impact on a patient in a hospital and they might change the urgency
> based on that up a level.

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Re: Client Sensitivity

[Jose Manuel Huerta Guillén]

Two of you had provide the same definition: Sensitive Information. Is it
the normal interpretation of this field?


Jose Manuel Huerta
http://theremedyforit.com/




On Tue, Aug 14, 2012 at 4:54 AM, Joe Martin D'Souza wrote:

> **
>  I misread Jose’s posting, in a hurry to breeze through so I apologize..
> I thought he meant to ask how would you flag people that complain about
> nothing and everything for no reason at all more often than not..
>
> I would use Client Sensitivity for customers whose assets contain
> sensitive & confidential data so if their asset is reported having a
> problem, proper care could be taken so that the assets storage devices do
> not end up places they should not, like external vendors etc., before that
> data is backed up and purged from the device before its handed over..
>
> Joe
>
>  *From:* Mahesh Chandra 
> *Sent:* Monday, August 13, 2012 8:40 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Client Sensitivity
>
> **
> People form has a field called "Client Sensitivity".
>
> Thanks
> Mahesh
> Sent from my iPhone
>
> On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza  wrote:
>
>  **
>  There is no default OTB field that you can mark such an attribute so its
> something that you might need to create.
>
> Its hard to describe that attribute as it could be someone who complains
> about non existing conditions without taking any measure of pre-qualifying
> something to raise as an incident.
>
> I might probably want to call such a customer a ‘Problem Customer’ with
> maybe grading from 0 to 5 where if that customer has never raised any
> incident that was not worth raising, its value would be 0 while if 100% of
> the problems raised by that customer were not real problems, then that
> value would be 5 and everything in between varying degrees of a ‘problem
> customer’..
>
> Joe
>
>  *From:* Jose Manuel Huerta Guillén 
> *Sent:* Monday, August 13, 2012 7:09 PM
> *Newsgroups:* public.remedy.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Subject:* Client Sensitivity
>
> **
> Hi,
>
> How do you interpret the client sensitivity?
>
> One of my customers uses it to mark people that are normally complaining
> for everything.
> Other customer uses it to mark people of critic importance for the
> business processes.
> And other customer uses it to mark people that are not VIP, but are close
> to VIP's and thus the god/bad image can be easily propagated to VIP's.
>
> Regards,
>
> Jose Manuel Huerta
> http://theremedyforit.com/
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
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Client Sensitivity

[Jose Manuel Huerta Guillén]

Hi,

How do you interpret the client sensitivity?

One of my customers uses it to mark people that are normally complaining
for everything.
Other customer uses it to mark people of critic importance for the business
processes.
And other customer uses it to mark people that are not VIP, but are close
to VIP's and thus the god/bad image can be easily propagated to VIP's.

Regards,

Jose Manuel Huerta
http://theremedyforit.com/

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