Re: Biggest DB server in ARSLand — and average DBs.
John, Microsoft SQL 2014 DB Servers – 4 (Active/Active) DB Size – 1TB (2 TB Allocated) Concurrent users 1800 300k records/month Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Friday, September 18, 2015 7:41 AM To: arslist@ARSLIST.ORG Subject: [EXTERNAL] Biggest DB server in ARSLand — and average DBs. ** Just wondering … What are some of the big ARS environments (specifically the DB) out there? What is DB type (Oracle, Microsoft, ???) Number of DB servers in cluster Total DB size Number of simultaneous users ??? Number of tickets per day ??? (the major system(s) — not helper records) Actually — I am really wondering — what is “normal” … what is “abnormal”. Thanks and have a great day. -John -- John Sundberg Kinetic Data, Inc. "Your business. Your process." 651-556-0930 I john.sundb...@kineticdata.com<mailto:john.sundb...@kineticdata.com> www.kineticdata.com<http://www.kineticdata.com/> I community.kineticdata.com<http://community.kineticdata.com/> _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
JOB:Remedy Administrator - Franklin, TN (Nashville Area)
Everyone, I have a customer whom is looking for a full time Remedy Administrator in the Franklin, TN area. If interested, I have the salary range and will be glad to share it with you by direct communication. This job is not for IT Prophets and IT Prophets is not acting as an agent for the customer. The intent of this email is to purely assist the customer in locating potential candidates. The details of the position are below, but if you would like to have more information or would like for me to forward your information to appropriate parties, please email me directly and do not post to the ARSList. General requirements: * primary resource for Remedy development and administration * support and maintain PMG Service Catalog * Knowledge of ITIL processes and good practices * responsible for project deliverables Additional Requirements: * Documentation for Remedy ITSM applications * Creates and updates shared knowledge procedures * Some Travel (up to 25%), but this has not be the standard to date * Liaison to Level 2 and Level 3 IS staff * Work with vendor companies to support deployed applications * Develop process documents for use by all support teams on applications * Involved in new/updating of IS Services * Determine Root Cause service failures * Manage problems to completion by working with Level 2 and vendor teams * Provide input to the development of applications on technical issues that may result in changes/enhancements to policies and procedures Education Requirements: * Bachelors or Technical degree in business or a science (computer science, mathematics, engineering, statistics, etc.) or equivalent experience Experience of Certification Requirements: * Remedy RSP,ATS, or RAC certifications desired * Successful completion of BMC Remedy courses for AR and ITSM required * ITIL v2 or v3 Foundations certified required * ITIL v2 or v3 advanced certifications desired * MS SQL knowledge desired * MS Windows knowledge desired * Deployments in High Availability environments desired * SQL Analysis and Reporting Services experience desired * PMG experience desired * HTML, .net, Java, or other scripting knowledge desired * Project management skills desired * Excellent verbal and written skills desired. Let me know if you have any questions. Thanks Kelly Gatewood IT Prophets, LLC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.6.4 - Ticket Prefix
Claire, If you happen to ever want to implement DSO and want to prevent duplicate request IDs on forms, you have to change the prefix on one of the servers. It is documented on page 28 of the BMC Remedy Action Request System 7.6.04 - BMC Remedy Distributed Server Option Guide. So in my opinion, this is not only recommended by BMC in certain instances, but is sometimes required and as such would have to be fully supported. Thanks Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joshua Schuller Sent: Monday, July 18, 2011 9:41 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.6.4 - Ticket Prefix ** We did find some issue with searches not working as documented but BMC provided a hotfix for ITSM. A similar issue was discovered with searches on Work Order. Otherwise, it seems to be working as advertised. A few prefixing documentation reference are available: 1)7.6.04 BMC Remedy IT Service Management Administration Guide (Page 226). 2)White Paper - Configuring the ITSM 7.x Suite for Distributed Server Option Environments Regards, Joshua Schuller ph: 1.347.220.5979 On Thu, Jul 14, 2011 at 11:52 AM, Sanford, Claire claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org wrote: ** Are there any real problems with changing the prefix of the tickets in ITSM 7.6.4 We are used to HD/CHG/TSK etc... The new system has INC/WO etc... Can we change them without breaking functionality? Claire Sanford Information Systems Division Memorial Hermann Healthcare System System Services Tower North - 2:105 920 Frostwood, Houston, TX 77024 Phone: 713 338 6035tel:713%20338%206035 claire.sanf...@memorialhermann.orgmailto:claire.sanf...@memorialhermann.org _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Canned packages that extend BMC Remedy
www.northcraftanalytics.com Kelly From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Ferguson Sent: Wednesday, May 25, 2011 7:48 PM To: arslist@ARSLIST.ORG Subject: Re: Canned packages that extend BMC Remedy ** Yurbi www.yurbi.comhttp://www.yurbi.com -Business Intelligence, Data Integration, and Correlation and Alert Engine thanks, David On Wed, May 25, 2011 at 10:59 AM, John Sundberg john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com wrote: ** I am compiling a list of the products that are built on Remedy or extend Remedy. If you are a vendor that has products that extend Remedy please contact me directly (john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com) And by products - I mean software that is sold to other companies -- not an internal big system. Examples: Aeroprise Buoyant Solutions - ESS@Work Column Technologies - Case Management Kinetic Data - Kinetic (I know of these) MobileReach MyEService - Chat for Remedy SMI Telecoms -- Telecom OSS Others??? Thanks, -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930tel:651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.6.04 Service Pack 1
Is this Service Pack 1 (Patch 1??) GA yet? I do not see it on the patch or EPD sites yet. Thanks Kelly Gatewood -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Wednesday, May 18, 2011 4:08 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.6.04 Service Pack 1 I asked some key users to upgrade their BMC User Tool to 7.604p1. Our production servers is still ARS 75p7 and ITSM 75p1. The client is not stable it keeps terminating. The user can be working for 5-15-30 minutes. Then - ping - it just terminates. What are they doing? Using Incident Management Console and/or updating an incident. Two of my user are running Windows 7, 64 bits. I understand that the client is not support on that platform. Another user is running Windows XP Pro 2003, SP3. Same thing - the client terminates on a regular basis. I am running Windows 7, 64 bits (java is also 64 bits). My client stable - sadly that is not the feedback from our user base. It is not recommended with a different server / client version. I am well aware of that. The user tool should still not terminate like this. ~ Regards, Terje From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of linksys [bala.ilink...@hotmail.com] Sent: 18 May 2011 06:18 To: arslist@ARSLIST.ORG Subject: ARS 7.6.04 Service Pack 1 Hi, We are planning to apply Service Pack 1 to our System. Let me know your thoughts, if you have applied earlier. Our Current System details ARS ITSM 7.6.04 + Few Customizations SQL Server 2008 R2 Regards, Bala -- View this message in context: http://old.nabble.com/ARS-7.6.04-Service-Pack-1-tp31643902p31643902.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.6.04 Service Pack 1
Christopher, Thanks, is that how they are distributing the patches now? Kelly Gatewood -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of strauss Sent: Wednesday, May 18, 2011 9:48 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.6.04 Service Pack 1 SP1 is in the EPD, but under the Product Patches tab. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Gatewood Sent: Wednesday, May 18, 2011 9:42 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.6.04 Service Pack 1 Is this Service Pack 1 (Patch 1??) GA yet? I do not see it on the patch or EPD sites yet. Thanks Kelly Gatewood -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Wednesday, May 18, 2011 4:08 AM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.6.04 Service Pack 1 I asked some key users to upgrade their BMC User Tool to 7.604p1. Our production servers is still ARS 75p7 and ITSM 75p1. The client is not stable it keeps terminating. The user can be working for 5-15-30 minutes. Then - ping - it just terminates. What are they doing? Using Incident Management Console and/or updating an incident. Two of my user are running Windows 7, 64 bits. I understand that the client is not support on that platform. Another user is running Windows XP Pro 2003, SP3. Same thing - the client terminates on a regular basis. I am running Windows 7, 64 bits (java is also 64 bits). My client stable - sadly that is not the feedback from our user base. It is not recommended with a different server / client version. I am well aware of that. The user tool should still not terminate like this. ~ Regards, Terje From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of linksys [bala.ilink...@hotmail.com] Sent: 18 May 2011 06:18 To: arslist@ARSLIST.ORG Subject: ARS 7.6.04 Service Pack 1 Hi, We are planning to apply Service Pack 1 to our System. Let me know your thoughts, if you have applied earlier. Our Current System details ARS ITSM 7.6.04 + Few Customizations SQL Server 2008 R2 Regards, Bala -- View this message in context: http://old.nabble.com/ARS-7.6.04-Service-Pack-1-tp31643902p31643902.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy Knowledge Paks
We have had customers whom have used broth RightAnswers and Knowledge Brokers http://www.kbi.comhttp://www.kbi.com/. I have not had any issues with either. Also, the customers seem satisfied with the content as well. Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy Guru Sent: Tuesday, May 17, 2011 10:08 AM To: arslist@ARSLIST.ORG Subject: Remedy Knowledge Paks ** Hello, We are in the process of implementing RKM 7.6.04 for an IT service desk, and are considering our options for adding canned knowledge for support and self-service in the areas of Microsoft Windows, Microsoft Office, etc. I'm curious to know what vendors other folks on the list have used for knowledge paks -- we've begun to have discussions with RightAnswers, but it would be nice to know who else plays in this market. Thanks in advance! _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy 8.0
David, Thank you for your clarification and quick response. Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Friday, April 29, 2011 10:20 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy 8.0 ** Ø I am hearing from some of my customers that BMC sales is claiming that all of the 7.6.04 applications are fully functional in BMC Remedy User 7.6.04. I have heard no such statement, no. I believe it is true that some forms not recently updated could be opened directly in the Remedy User client (e.g. by choosing them in the Object List) - but that would not mean all of the 7.6.04 applications are fully functional in BMC Remedy User 7.6.04. It is similar in nature to the fact that customers can continue to use the Remedy User client against custom applications or custom extensions because the UI and navigation technologies not recognized by the Remedy User client would not be in those forms. Ø a.) keep the classic views Again, I've heard of no such statement. Were something broadly desired by the majority of customers needed in the Best Practice views, I'd expect that the Best Practice views themselves would be updated to include such demand vs. continuing forward with classic views. BMC, of course, may choose to continue shipping the classic views - but since classic views have been deprecated since early 2009, continuing to propagate them through future releases is unlikely, especially given the Statement of Direction. You (or your customers) may wish to clarify such statements with the BMC sales individuals purported to have made them. -David J. Easter Manager of Product Management, Remedy Platform 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 Kelly Gatewood Sent: Friday, April 29, 2011 07:45 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy 8.0 ** David, I am hearing from some of my customers that BMC sales is claiming that all of the 7.6.04 applications are fully functional in BMC Remedy User 7.6.04. From my personal experience, this is not the case with the OOTB applications. Do you know if BMC is in the process of making any concessions with customers to either a.) keep the classic views or b.) make the 7.6.04 applications compliant with the BMC Remedy User 7.6.04? Thanks Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Friday, April 29, 2011 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy 8.0 ** 01-Oct-2009 (Statement of Direction) End of Life for BMC Remedy User PDFhttp://documents.bmc.com/products/documents/61/94/106194/106194.pdf 24-Sep-2010 Provides end of life information for BMC Remedy ITSM Classic views. PDFhttp://documents.bmc.com/products/documents/46/22/174622/174622.pdf -David J. Easter Manager of Product Management, Remedy Platform 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 Philip, Saji L Sent: Friday, April 29, 2011 05:16 AM To: arslist@ARSLIST.ORG Subject: Remedy 8.0 ** Hello, everyone and a good Friday to you, Does anyone have any information on Remedy 8.0? Is the classic view gone or will they continue shipping that view? I know future versions, BMC will not build around the classic view.Also, is the user tool still available in 8? Just trying to see if there is any documentation out there. Saji _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy 8.0
David, I am hearing from some of my customers that BMC sales is claiming that all of the 7.6.04 applications are fully functional in BMC Remedy User 7.6.04. From my personal experience, this is not the case with the OOTB applications. Do you know if BMC is in the process of making any concessions with customers to either a.) keep the classic views or b.) make the 7.6.04 applications compliant with the BMC Remedy User 7.6.04? Thanks Kelly Gatewood From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Friday, April 29, 2011 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy 8.0 ** 01-Oct-2009 (Statement of Direction) End of Life for BMC Remedy User PDFhttp://documents.bmc.com/products/documents/61/94/106194/106194.pdf 24-Sep-2010 Provides end of life information for BMC Remedy ITSM Classic views. PDFhttp://documents.bmc.com/products/documents/46/22/174622/174622.pdf -David J. Easter Manager of Product Management, Remedy Platform 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 Philip, Saji L Sent: Friday, April 29, 2011 05:16 AM To: arslist@ARSLIST.ORG Subject: Remedy 8.0 ** Hello, everyone and a good Friday to you, Does anyone have any information on Remedy 8.0? Is the classic view gone or will they continue shipping that view? I know future versions, BMC will not build around the classic view.Also, is the user tool still available in 8? Just trying to see if there is any documentation out there. Saji _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SLM / Notification
Vianna, Are these service targets in a group? If not, it would seem that you need to configure both of the Service Targets to be a member of the same Service Target group. If you do that, then when the condition for the first is no longer met, it will detach the service target and then attach the one which meets the current condition of the incident. You might want to refer to page 44 of the Service Level Management Configuration Guide. Thanks Kelly Gatewood IT Prophets, LLC 615-830-5078 kgatew...@itprophets.com From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Vianna Vianna Sent: Monday, February 14, 2011 10:47 AM To: arslist@ARSLIST.ORG Subject: SLM / Notification ** Hello We have an SLT that's built based on priority for Incident Management. When a ticket is logged as a HIGH or CRITICAL, it notifies a specific subset of people. The problem is that when it's logged as a LOW and then the priority changes to a HIGH or CRITICAL, it does not trigger that notification. Is it something in the way I've configured the service level target? We are using Incident Management 7.0.03 patch 9 and SLM 7.1 Any help or suggestions would be appreciated. Vianna _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Knowledge Management for Remedy
Does anyone know how user licensing work for Knowledge Management for Remedy 7.6.03? Do the floating and fixed KMR user licenses also come with a AR license? Thanks Kelly Gatewood ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Recommend ARS 7.6.3 ITSM 7.6.3 ?
Ken, I have personally worked on both of the configurations listed below. I personally would wait and go with the 7.6.4 release that should be out soon. If that is not an option then I would choose the 7.6.3 platform as it has 64bit support for the Windows platform. Also, please note that over the last several versions BMC has made significant improvements in regards to performance on Midtier, reporting, and unified views throughout the system. Thanks Kelly Gatewood IT Prophets, LLC kgatew...@itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Leihkauff, Kenneth Sent: Monday, November 22, 2010 11:20 AM To: arslist@ARSLIST.ORG Subject: Recommend ARS 7.6.3 ITSM 7.6.3 ? ** We have been running several 7.1 patch 6 ARS, Solaris/Oracle 10g, and Linux Apache/Tomcat Mid-Tier systems for some time now. They have been very stable in our production environment which hosts many custom applications for several of our customers (no ITSM). We now need to set up some additional new ARS and ITSM instances. They are required to be MS Windows with MS SQL Server database. Question: would you consider it a little risky to go with the latest ARS and ITMS 7.6.3 version due to the fact that it has only been out for a couple of months? Since 7.5 ARS 7.6 ITSM has been out longer, do you think that is more likely to be stable and less problematic? Thank you for your assessment regarding 7.6.3 ARS and ITSM. Ken _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Reporting Console
Does anyone know how to add a field to the drop down list in the Reporting Console? Thanks Kelly ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: RKIM 7.2 Kills Tomcat Service
This is usually due to the fact that there is a port conflict between the two instances of Tomcat. This is from the BMC KM article 20018811. In line 69, change Connector acceptCount=100 connectionTimeout=2 disableUploadTimeout=true enableLookups=false maxHttpHeaderSize=8192 maxSpareThreads=75 maxThreads=150 minSpareThreads=25 port=8080 redirectPort=8443/ to Connector URIEncoding=UTF-8 acceptCount=100 connectionTimeout=2 disableUploadTimeout=true enableLookups=false maxHttpHeaderSize=8192 maxSpareThreads=75 maxThreads=150 minSpareThreads=25 port=8080 redirectPort=8443/ In line 91, change Connector enableLookups=false port=8009 protocol=AJP/1.3 redirectPort=8443/ to Connector URIEncoding=UTF-8 enableLookups=false port=8009 protocol=AJP/1.3 redirectPort=8443/ See if that helps. Thanks Kelly Gatewood IT Prophets -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carin Grobler Sent: Monday, August 09, 2010 6:34 PM To: arslist@ARSLIST.ORG Subject: RKIM 7.2 Kills Tomcat Service Hi, Long story short I have been trying to get RKM 7.2 to work and play nicely with my current midtier installation Midtier 7.1 patch 11 Windows 2003 server Tomcat 5.5.25 Scenario 1 Installed RKM with separate Tomcat moved .jar files to Tomcat common/lib dir RKM works fine midtier works fine until you do an advanced search and it kills Tomcat. Scenario 2 Installed RKM and Midtier using same Tomcat with IIS integration Midtier stays stable RKM won't open admin pages get kms.web.controllers.AccessController: Request is not secure, redirecting toservername in stdout.log file Advanced searches still won't work Any suggestions Carin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
JOB: Senior Systems Engineer @ IT Prophets
Company Overview: IT Prophets is a Premier BMC partner focused on delivering quality solutions to solve our clients information technology and process needs. We are currently seeking Senior Remedy Consultants to join our team. General Description: The Senior Remedy Consultant will be able to work successfully as a team player within our organization. The candidate will be able to work with our clients to gather and implement requirements as defined by our customers and will be able to implement the BMC Remedy suite of applications as well as test and document their work. Job Summary: Though we are seeking consultants with strong AR System development (6.x and above) and integration skills, it is extremely important that candidates possess at least two years' experience implementing ITSM 7.x Senior Systems Engineers at IT Prophets fulfill the following roles. Relationship management - Relationship management involves interaction with client groups and advocating their business needs. Relationship managers are responsible for managing client demand. Relationship managers must be highly credible to their customers and understand how technology can be exploited for business advantage. General relationship management responsibilities: Enhance client relationships Enhance vendor relationships Requirements gathering Identify potential opportunities Delivery management - Delivery management focuses on integrating IS organization processes and roles to deliver specific services in an effective and cost-efficient manner. General delivery management responsibilities: Design customer focused solutions Develop solutions Ensure that product is meeting goals Document final solutions Identify opportunities for improvement Continuous improvement - Continuous improvement focuses on self improvement and consistently enhancing the value of our company through that improvement. General continuous improvement responsibilities: Receive Training Achieve designated certifications Share knowledge with teammates Required Skills: BMC Remedy ARS 3 - 5 years ITSM applications 3 - 5 years General consulting 2 - 3 years Desired Skills: SQL/Oracle 1 - 2 years Windows/Unix 1 - 2 years IT Architecture 1 - 2 years Requirements gathering 1 - 2 years ITIL Foundations Certified Remedy certifications Compensation: Compensation will consist of a competitive base salary combined with a commission structure. Location and travel: The amount of travel will be dependent upon the location of the engineer. Preference will be given to consultants in the southeast, but others are encouraged to apply. Kelly Gatewood Senior Solutions Architect IT Prophets www.itprophets.comhttp://www.itprophets.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Senior Systems Engineer @ IT Prophets
Matt, Thanks for pointing that out. I guess I should leave the job postings to the professionals ;). We are in the US. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Tuesday, February 02, 2010 11:27 AM To: arslist@ARSLIST.ORG Subject: Re: Senior Systems Engineer @ IT Prophets You may want to state country, this is an international list. Matt Company Overview: IT Prophets is a Premier BMC partner focused on delivering quality solutions to solve our clients information technology and process needs. We are currently seeking Senior Remedy Consultants to join our team. General Description: The Senior Remedy Consultant will be able to work successfully as a team player within our organization. The candidate will be able to work with our clients to gather and implement requirements as defined by our customers and will be able to implement the BMC Remedy suite of applications as well as test and document their work. Job Summary: Though we are seeking consultants with strong AR System development (6.x and above) and integration skills, it is extremely important that candidates possess at least two years' experience implementing ITSM 7.x Senior Systems Engineers at IT Prophets fulfill the following roles. Relationship management - Relationship management involves interaction with client groups and advocating their business needs. Relationship managers are responsible for managing client demand. Relationship managers must be highly credible to their customers and understand how technology can be exploited for business advantage. General relationship management responsibilities: Enhance client relationships Enhance vendor relationships Requirements gathering Identify potential opportunities Delivery management - Delivery management focuses on integrating IS organization processes and roles to deliver specific services in an effective and cost-efficient manner. General delivery management responsibilities: Design customer focused solutions Develop solutions Ensure that product is meeting goals Document final solutions Identify opportunities for improvement Continuous improvement - Continuous improvement focuses on self improvement and consistently enhancing the value of our company through that improvement. General continuous improvement responsibilities: Receive Training Achieve designated certifications Share knowledge with teammates Required Skills: BMC Remedy ARS 3 - 5 years ITSM applications 3 - 5 years General consulting 2 - 3 years Desired Skills: SQL/Oracle 1 - 2 years Windows/Unix 1 - 2 years IT Architecture 1 - 2 years Requirements gathering 1 - 2 years ITIL Foundations Certified Remedy certifications Compensation: Compensation will consist of a competitive base salary combined with a commission structure. Location and travel: The amount of travel will be dependent upon the location of the engineer. Preference will be given to consultants in the southeast, but others are encouraged to apply. Kelly Gatewood Senior Solutions Architect IT Prophets www.itprophets.comhttp://www.itprophets.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS 7.5 Atrium Core 7.5 running 7.00.03 Applications
We are running AR 7.5, Atrium 7.6, and ITSM 7.03 applications in a Solaris environment. We had problems running some of the installers, but this was resolved by BMC support and was focused around some attributes which had been created in CMDB 2.1 before the upgrade. Thanks Kelly Gatewood -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of G. Lafontant Sent: Wednesday, January 27, 2010 2:49 PM To: arslist@ARSLIST.ORG Subject: ARS 7.5 Atrium Core 7.5 running 7.00.03 Applications All, Although BMC ARS 7.5 Compatibility Matrix said this is all supported. I'd like to know from anyone out there who has done this, or have the experience running or have tried running ARS 7.5 and Atrium Core 7.5 on AIX 5.3 with 7.00.003Patch007 Applications (Incident, Change, Problem) . What is the tweaking involved in doing so... And what would performance be like going that route... thanks in advance ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.x and IE 8
Marcelo, I can tell you that Remedy Knowledge Management does not work correctly in IE8 with the default settings for IE8 as they are configured ootb. I have determined that if you change your settings to use compatibility mode for the midtier's url, it corrects all of the issues which I have seen. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A Sent: Thursday, December 17, 2009 12:43 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.x and IE 8 Hello All, I am currently testing IE8 with ARS7.1 ITSM7.0.03 I was wondering what, if any, issues you have come across? What I've seen so far is that the Close button on the CHG or INC forms do not always work. Has anyone else experience issues?? Marcelo Martinez ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How To Track Floating HD licenses
Brian, The ability to monitor ITSM application user licenses is not included with the OOTB products until version 7.x. That being said, what I did to estimate the usage was too create a form which collected the users who submitted of modified a HPD:HelpDesk request. I then created a flashboard to show me the count that had occurred in the last hour. The main flaw in this logic is that this only account for the main Help Desk form and did not account for any of the other forms which are a part of this application. I hope this helps. Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Monday, December 14, 2009 9:10 AM To: arslist@ARSLIST.ORG Subject: How To Track Floating HD licenses ** We have floating ARS and Help Desk licenses. It is easy to track our ARS license usage. Is there a way to also track our floating Help Desk license usage? We are on ARS 7.1 and Help Desk 5.6. Thanks, Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.comhttp://www.scholastic.com/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Current Host ID of ARS Server always changing
Kali, Here is a KM from BMC on this issue. This is an extract from an article discussion the Host ID issue on a Windows 2008 Server: When attempting to license the ARServer 7.5 on Windows 2008, the Current Host ID value reported by the ARServer and displayed in the Add or Remove Licenses form via the User Tool does not match the physical address of any network card in the machine and changes each time the server is rebooted. Therefore, when licensing the machine this may work initially, but upon reboot the Current Host ID value changes and the license will become invalid. The Current Host ID will always take the format of: 20524153 Note: This problem occurs on both physical machines and virtual machines where ARS 7.5 is installed on Windows 2008. The server uses SNMP calls to get the MAC addresses of network adapters in the system and uses the first of these as the hostid. For some reason the SNMP calls used return many more entries than there are physical adapters in the server and the MAC address of most of these are dynamic and change on reboot. Product BMC Remedy AR System Server (version 7.5.00) Environment Windows 2008 Solution The workaround is to ensure that the AR Server is licensed against the MAC address of a physical network card and NOT the Current Host ID shown in the User Tool. The Windows AR Server will consider itself licensed if it has a valid AR Server license for ANY MAC address on the system, even if this is not displayed as the primary one. Therefore, use ipconfig /all from a command line to get the MAC address - eg; Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : Description . . . . . . . . . . . : VMware Accelerated AMD PCNet Adapter Physical Address. . . . . . . . . : 00-50-56-96-38-BD and use this value (removing the - symbols) as the Host ID for licensing the AR Server, in this example it would be 0050569638BD (all letters should be in capitals). Please use this information to request the proper license for your server. After you installed the AR server 7.5 again, license it, apply the user and application licenses, and then install Atrium CMDB and the ITSM suite. Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kali Obsum Sent: Friday, December 11, 2009 3:34 AM To: arslist@ARSLIST.ORG Subject: Current Host ID of ARS Server always changing ** Anyone else having problems with the Current Host ID of ARS Server always changing? ARS Server is installed on a virtual Windows Server 2008. Checked the MAC Address of the Windows Server and it hasn't changed. This causes the license to become invalid, thus, we always have to reapply a new one. Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Remedy Consulting Company in Atlanta
Jamahowal, IT Prophets is based in Atlanta. What might we be able to assist you with today? Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jamahowal Pinitubel Sent: Wednesday, November 18, 2009 3:01 PM To: arslist@ARSLIST.ORG Subject: Remedy Consulting Company in Atlanta ** Hi there, Does anyone know of a company that has Remedy consultants available with an office that is based in Atlanta, GA? Thanks, JP Windows Live: Make it easier for your friends to see what you're up to on Facebook.http://go.microsoft.com/?linkid=9691811 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Liveperson integration
Robert, This is the tool that I would recommend: http://www.my-eservice.com/services.shtml Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Fults Sent: Friday, October 30, 2009 9:56 AM To: arslist@ARSLIST.ORG Subject: Liveperson integration ** Has anyone here ever done an integration with Liveperson Live Chat? Curious if there was anything out there already so I don't have to reinvent the wheel. Sincerely, Robert Fults Coordinator, UTS Support Center Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.edu http://uts.fiu.edu _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM Co-ordinator in ars 7.5
Kiran, When creating the SRD, you will need to specify the Coordinator Group on the Service Request tab in the lower section. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of kiran Sent: Tuesday, October 27, 2009 11:22 AM To: arslist@ARSLIST.ORG Subject: SRM Co-ordinator in ars 7.5 ** Hi Listers, Can anyone suggest me how to configure SRM co-ordinator in ars 7.5 I have given all the required privileges but no tickets are visible in my co-ordinator console Can anyone please help me Regards, kiran _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Réf : Re: Print ticket in the web
You really do need Crystal Enterprise. Also, the Crystal Enterprise integration requires the use of a Windows server for the AR Report Viewer. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Patrick St-Pierre Sent: Friday, October 23, 2009 8:23 AM To: arslist@ARSLIST.ORG Subject: Réf : Re: Print ticket in the web ** thanks, it is possible to get nice report like report in crystal, with the remedy report ? i don't think so ... Ifwe need to use crystal, can i only install crystal in my server, or i really need a crystal server enterprise ? thanks bruce sisk siskbr...@peoplepc.com Envoyé par : Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 2009-10-23 09:06 Veuillez répondre à arslist@ARSLIST.ORG A arslist@ARSLIST.ORG cc Objet Re: Print ticket in the web ** create a native remedy report and modify the active links behind the Print Case button to run the native report format if client is web. You will also need to modify the existing actlinks so the crystal based report only fires when the client is not web. bruce sisk bfs enterprises -Original Message- From: Patrick St-Pierre Sent: Oct 23, 2009 8:37 AM To: arslist@ARSLIST.ORG Subject: Print ticket in the web ** Hi List is theyre any way to be able to print a ticket when the user are in the mid tier. The print button in itsm 7 link to a report ... thanks _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ PeoplePC Online A better way to Internet http://www.peoplepc.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITSM 7.x Setup Question
Brian, The services that will appear in the list are in the Business Service Class in the CMDB. After creating the business services, you will also have to entitle users to the service as well by adding them to the People tab of the service. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian Sent: Monday, October 19, 2009 11:47 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.x Setup Question ** I am an ITSM 7.x newbie trying to simply setup a test environment so I can begin to learn how it works. I installed ARS 7.5 and Atrium and ITSM 7.6. I went through some of the very basic application configuration setup steps and defined a company etc. When I create an incident and try to attach a service to it there are none available. Where are they defined? I am totally new to ITSM 7.x and the CMDB so this is a bit overwhelming to me. Thanks, Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.comhttp://www.scholastic.com/ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Please suggest how to get ITSM7 quick installation on my Windows machine
Manish, The quick installation guide is located on the BMC Support Web as well as the ftp site for the downloads. I would first reference the BMC Remedy Action Request System 7.1.00 Installing guide to look at the prerequisites. You will need a current support contract to access the necessary areas on the BMC Support Web. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA Sent: Friday, September 25, 2009 6:13 AM To: arslist@ARSLIST.ORG Subject: Please suggest how to get ITSM7 quick installation on my Windows machine Hello List, Please suggest and provide media for installing ITSM7 and DB on my windows machine. Thanks Regards Manish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: How many users are on your system?
Jennifer, At my old company HCA, we had 5000+ licensed users and about 1000+ concurrent users. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L Sent: Wednesday, July 29, 2009 4:17 PM To: arslist@ARSLIST.ORG Subject: How many users are on your system? ** Quick poll: Do any of you support a Remedy system with more than 1,000 LICENSED users? Jennifer Meyer Remedy Technical Support Specialist State of North Carolina Office of Information Technology Services Service Delivery Division ITSM ITAM Services Office: 919-754-6543 ITS Service Desk: 919-754-6000 jennifer.me...@its.nc.govmailto:jennifer.me...@its.nc.gov http://its.state.nc.ushttp://its.state.nc.us/ E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Print Field and Fields
Bala, I think that it would be something like this: Select name,fieldid from field where schemaid = (select * from arschema where name = HPD:Help Desk) Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Bala Patel Sent: Thursday, July 23, 2009 12:44 PM To: arslist@ARSLIST.ORG Subject: Print Field and Fields ** Hi List, Does anyone know how to perform a SQL statement to get the column names and field id's for a form in Remedy? Thanks, Bala Patel ARS 7.03 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Selection Menu Question
John, You could do something similar to this with the Menu: Create a regular form (DUN:HPD:INC:IncAppStatus) with the following fields in addition to the standard fields: Inc Status App Status Status – Field change attributes to have values of enabled and disabled Input the following data into the form: INC Status APP Status In Progress Approve In Progress Scheduled In Progress BreakFix Pending Awaiting rel Resolved Go Live Create a menu Refresh – On Open Menu Type – Search Form Name – DUN:HPD:INC:IncAppStatus Label Fields – App Status Value Field – App Status Sort On Label – Checked Qualification – ‘Status’ = Enabled And ‘Inc Status’ = $7$ Let me know if this helps. Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Kelley Sent: Wednesday, July 08, 2009 8:51 AM To: arslist@ARSLIST.ORG Subject: Re: Selection Menu Question Hi Yes, search based on selection of the INC status is what I was looking for. The results, I would want to become available in a drop down, kind of like the Operational tiers, when you select first tier the second becomes available. John Joe DeSouza joe_rem...@yahoo.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 07/08/2009 02:10 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Selection Menu Question ** While I think I more or less understand what you want to do, what exactly do you mean by 'filter out attributes of a selection field' ?? Are you looking to perform a search Based on the selection of the INC Status? So if 'In Progress' is selected do you want the system to return results that contain records that have the App Status of 'Approoved', 'Scheduled' and 'BreakFix'?? If so depending on where you want that search result to be returned to, (Results List or Table Field) I do not think it is really hard to build an external qualification that does it? Wouldn't you be looking at creating an external qualificaton that could be used in the table field or results list that would build the qualication against the App Status on selection of the INC Status? I think its as simple as that.. Or have I understood what you want to do wrong? Sorry more questions than answers - so if I have understood you wrong please try and explain what exactly you are aiming for.. Cheers Joe From: John Kelley john.kel...@dunkinbrands.com To: arslist@ARSLIST.ORG Sent: Tuesday, July 7, 2009 4:14:41 PM Subject: Selection Menu Question Hi List Is it possible to setup an Active link to filter out attributes of a selection field drop down? Heres the story. I currently have on my Helpdesk form the INC Status field that has the normal status' and an APP Status field which has other Process status' for example. Approve, Scheduled, Awaiting release, Breakfix, Go-live, No-Go etc. I also have another form with APP Status and INC Status. I save entries of APP status with a particular INC status. For Ex. APP StatusINC Status ApproveIn Progress ScheduledIn Progress BreakFixIn Progress Awaiting relPending Go LiveResolved Now I'm trying to get the APP status on the Helpdesk form to filter out what matches to the INC status that is selected. Basically I should be able to select INC Status of In Progress and It should show me three items. I think the selection field is the problem, I may need a character field instead and then map a menu to it. Or continue with my AL somehow Any ideas. Thanks John ARS 7.1 patch 6 Apps 7.003 patch6 _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ * This e-mail message, including any attachments, is for the sole use of the addressee(s) to whom it has been sent, and may contain information that is confidential or legally protected. If you are not the intended recipient or have received this message in error, you are not authorized to copy, distribute, or otherwise use this message or its attachments. Please notify the sender immediately by return e-mail and permanently delete this message and any attachments. Dunkin' Brands Inc. makes no warranty that this e-mail is error or virus free.
Re: Selection Menu Question
John, A good example of this is how BMC handle the Status Reason field in ITSM 7.x. They have the standard selection field (but it is hidden) and then have a character field with a menu (which has the values that you filter). What happens, is when you choose the menu value, workflow then sets the appropriate value of the selection field. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Kelley Sent: Wednesday, July 08, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Selection Menu Question ** Thats Exactly what I was looking for. Thankyou Kelly Now my only other issue, the original APPStatus field on the Helpdesk form is a selection field instead of a character field. Is there any way to convert the selection field to a character field so I can map out a menu to it? JK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Selection Menu Question
Lyle, The benefit that I personally see in the way that BMC implemented this is that the selection field contains all of the status reason values for all status selections. In turn this would allow for status reasons to be shared across status values and also allow the programmer to fire workflow dependant upon the selection fields values. For example: Status Reason: Enhancement Workflow could fire upon the selection of the this status reason regardless as to the actual status of the Incident. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor Sent: Wednesday, July 08, 2009 11:47 AM To: arslist@ARSLIST.ORG Subject: Re: Selection Menu Question ** You bring up something that I've been wondering about. What's the point in having the hidden selection field for Status Reason? What purpose does it serve that couldn't be met by simply storing the status reason, or using a character field to store it's Request ID, GUID, selection value, or whatever other unique key you want to use? That way, it would be completely configurable and would not require both configuration and customization to add or remove status reasons. Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Gatewood Sent: Wednesday, July 08, 2009 10:13 AM To: arslist@ARSLIST.ORG Subject: Re: Selection Menu Question ** John, A good example of this is how BMC handle the Status Reason field in ITSM 7.x. They have the standard selection field (but it is hidden) and then have a character field with a menu (which has the values that you filter). What happens, is when you choose the menu value, workflow then sets the appropriate value of the selection field. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of John Kelley Sent: Wednesday, July 08, 2009 10:58 AM To: arslist@ARSLIST.ORG Subject: Re: Selection Menu Question ** Thats Exactly what I was looking for. Thankyou Kelly Now my only other issue, the original APPStatus field on the Helpdesk form is a selection field instead of a character field. Is there any way to convert the selection field to a character field so I can map out a menu to it? JK _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Calculating Average Response time
Adrian, BMC sells a product named TMArt which does exactly what you describe. Thanks Kelly Gatewood Senior Solutions Architect IT Prophets Cell 615-830-5078 www.itprophets.comhttp://www.itprophets.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of adrian conway Sent: Wednesday, July 08, 2009 2:24 PM To: arslist@ARSLIST.ORG Subject: Calculating Average Response time ** All: I have been asked to see if there is a way to capture an average response time for a production Remedy 6.3 application. The response time considered is from the client and web perspective. I would like to calaculate daily how long it takes to login, and transaction response times on an on going basis. Usually this type of tracking is done against web applications. Has anyone tried this and if so what are you using? Thanks in advance. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
