RE: [EXTERNAL] Re: Old Remedy 6.3 data

[Ken Pritchard via ARSList]

Can’t speak to the other systems you mentioned, but as you said above the last 
line – it’s not unique to Remedy – ServiceNow also has the ability to build 
whatever tables / applications you want.

 

From: ARSList  On Behalf Of Jason Miller
Sent: Friday, August 16, 2019 11:02 AM
To: ARSList 
Subject: Re: [EXTERNAL] Re: Old Remedy 6.3 data

 

Regarding where to put the historical Remedy data... I once took an 
organization from Remedy ITSM to newly developed homegrown Remedy application. 
Similarly they needed to keep their ITSM Change Requests (Work Info, Audit, 
Tasks, etc.) for regulatory purposes. Like Carina suggested, in the homegrown 
system I made a few shell forms (copies of the ITSM forms and imported the defs 
into the new server) with no code except a few active links to open some 
windows and a filter to prevent submit/modify.

 

In Claire's case, her new system is not Remedy so this is not exactly an 
option. But let's say she moved to ServiceNow, can you build custom 
forms/tables/whatever SN calls them, import the data, and provide something 
similar to what Carina and I have done in the past? This would give her users a 
view of the data in the tool they are using on a daily basis.

 

What if the system is Cherwell? Jira? Ivanti (Heat), Track-It? 

 

Or is this one of the unique strengths of Remedy; the ability to build whatever 
you need?

 

Jason

 

On Fri, Aug 16, 2019 at 8:38 AM Kelly Logan mailto:kelly.lo...@raptek.com> > wrote:

Going back to the original description, an archive system that is queried a 
couple of times a year, I would agree with LJ LongWing that a good fit is to 
approach this from the database side and switch your Remedy queries to database 
queries. If you can keep the entire database intact that would be the easiest 
method. While Remedy is still up I would recommend taking a list of the queries 
you have run over the past years and take some time learning to duplicate them 
with direct database queries, in particular noting relationships that are 
relevant (ticket to work info, tasks, etc) so that you can access all the data 
your users require easily. If you have a separate reporting solution, you could 
take the most common queries and create reports based on them to make things 
easier, perhaps even to the point of publishing the reports with dynamic 
parameters like Start and End dates so that users can run the reports 
themselves when they need the information. Or some basic scripting in a handy 
language you use at your company could do the same job with a web form that 
runs a set of canned database queries.

 

Attachments would be an extra challenge. If your archive queries include 
pulling attached files from old tickets then you'll need to learn how to 
translate the B/CLOB data to recreate the file. Again, there's info on how to 
do this and could probably be automated without too much trouble.

 

If you can't keep the entire database and have to work off a smaller set of 
data, then I would approach this like a regular Remedy archive project - review 
the forms and data, determine which are necessary and what their relationships 
are and then export them to a simpler solution (another database, flat file, 
etc).

 

On Thu, Aug 15, 2019 at 5:51 PM Ian.Trimnell mailto:ian.trimn...@open.ac.uk> > wrote:

Hi Claire,

 

Same here.  We had our Remedy system (7.5) on a Windows 2003 server which had 
to go.  The last supported part of AR System – a custom IT Ordering System – 
was moved to a SCSM-based setup earlier this year so I was forced to shut it 
all down.  (We had been running since 1998 on Windows, moving to new servers as 
required, and had stopped paying for maintenance renewal for about 5 years or 
more so we couldn’t move to a newer version of AR System.)  The SQL Server was 
also 2003 so was removed as well.  I still receive requests for records of the 
old systems, all custom built in house, and I have migrated a number of 
sections onto a MySQL server I control. The worst bit comes in building a 
suitable interface – nothing seems to beat the AR System way of doing things!

 

There was nothing I could find which would fit the job, apart from converting 
the database (had both ARX files and an SQL dump) and building any necessary 
front-ends.  The only one I’ve had to do fully was a user management system – 
keeping track of any email addresses and user-ids allocated to staff.  
Everything else is handled by database queries (phpMyAdmin helps as a GUI to 
MySQL but sometimes using the mysql command line is eminently suitable!

 

Sorry, not a lot of help, but good luck in finding something which suits your 
particular situation.

 

Ian

--

Ian Trimnell, Systems Programmer, Information Technology

The Open University, Milton Keynes, UK

Phone: 01908 653741   web:   http://www.open.ac.uk

 

From: ARSList mailto:arslist-boun...@arslist.org> 
> on behalf of "Sanford, Claire" 

RE: [EXTERNAL] Re: Old Remedy 6.3 data

[Ken Pritchard via ARSList]

I’ve actually done a migration of the data using web services.  Built a web 
service to get the records from Remedy and then built ‘read-only’ archive 
tables in the new system, pulled the data across into those tables.  

 

Attachments are a bit of a different story – used outbound email to transfer 
those across to the new system.  Need a bit of info in the email body to 
identify what the attachment relates to.

 

It’s really a cost matter – whether it’s less costly to keep the database / 
data around and accessible or just archive it in the new system (In a db that’s 
already being maintained) vs building the web services to extract / consume the 
records.

 

From: ARSList  On Behalf Of Jason Miller
Sent: Friday, August 16, 2019 9:56 AM
To: ARSList 
Subject: Re: [EXTERNAL] Re: Old Remedy 6.3 data

 

Regarding attachments, LJ built a tool for that :)

 

http://remedylegacy.com/tools/db-attachments/ 

 

Jason 

 

On Fri, Aug 16, 2019 at 8:38 AM Kelly Logan mailto:kelly.lo...@raptek.com> > wrote:

Going back to the original description, an archive system that is queried a 
couple of times a year, I would agree with LJ LongWing that a good fit is to 
approach this from the database side and switch your Remedy queries to database 
queries. If you can keep the entire database intact that would be the easiest 
method. While Remedy is still up I would recommend taking a list of the queries 
you have run over the past years and take some time learning to duplicate them 
with direct database queries, in particular noting relationships that are 
relevant (ticket to work info, tasks, etc) so that you can access all the data 
your users require easily. If you have a separate reporting solution, you could 
take the most common queries and create reports based on them to make things 
easier, perhaps even to the point of publishing the reports with dynamic 
parameters like Start and End dates so that users can run the reports 
themselves when they need the information. Or some basic scripting in a handy 
language you use at your company could do the same job with a web form that 
runs a set of canned database queries.

 

Attachments would be an extra challenge. If your archive queries include 
pulling attached files from old tickets then you'll need to learn how to 
translate the B/CLOB data to recreate the file. Again, there's info on how to 
do this and could probably be automated without too much trouble.

 

If you can't keep the entire database and have to work off a smaller set of 
data, then I would approach this like a regular Remedy archive project - review 
the forms and data, determine which are necessary and what their relationships 
are and then export them to a simpler solution (another database, flat file, 
etc).

 

On Thu, Aug 15, 2019 at 5:51 PM Ian.Trimnell mailto:ian.trimn...@open.ac.uk> > wrote:

Hi Claire,

 

Same here.  We had our Remedy system (7.5) on a Windows 2003 server which had 
to go.  The last supported part of AR System – a custom IT Ordering System – 
was moved to a SCSM-based setup earlier this year so I was forced to shut it 
all down.  (We had been running since 1998 on Windows, moving to new servers as 
required, and had stopped paying for maintenance renewal for about 5 years or 
more so we couldn’t move to a newer version of AR System.)  The SQL Server was 
also 2003 so was removed as well.  I still receive requests for records of the 
old systems, all custom built in house, and I have migrated a number of 
sections onto a MySQL server I control. The worst bit comes in building a 
suitable interface – nothing seems to beat the AR System way of doing things!

 

There was nothing I could find which would fit the job, apart from converting 
the database (had both ARX files and an SQL dump) and building any necessary 
front-ends.  The only one I’ve had to do fully was a user management system – 
keeping track of any email addresses and user-ids allocated to staff.  
Everything else is handled by database queries (phpMyAdmin helps as a GUI to 
MySQL but sometimes using the mysql command line is eminently suitable!

 

Sorry, not a lot of help, but good luck in finding something which suits your 
particular situation.

 

Ian

--

Ian Trimnell, Systems Programmer, Information Technology

The Open University, Milton Keynes, UK

Phone: 01908 653741   web:   http://www.open.ac.uk

 

From: ARSList mailto:arslist-boun...@arslist.org> 
> on behalf of "Sanford, Claire" 
Reply to: ARSList mailto:arslist@arslist.org> >
Date: Thursday, 15 August 2019 at 20:23
To: ARSList mailto:arslist@arslist.org> >
Subject: RE: [EXTERNAL] Re: Old Remedy 6.3 data

 

Yes, we moved to another solution.  I enjoy learning the new stuff, but I miss 
the comfort of what I knew like the back of my hand.

 

We have people come back for change records etc for legal things periodically 
and have to keep it.  

 

Thank you!

Claire

 

From: ARSList 

Re: Question - Service Now

[Ken Pritchard]

You’re right – that’s difficult to do.  Licensing costs themselves vary from
customer to customer.  I’ve seen multiple companies work up RFPs on Remedy
systems and be quoted different licensing and support costs from BMC.  And
that’s without the mark-ups that a company may or may not add in.  Could be
the same for S-Now.  Would be nice to see these vendors publish a price list
:) .

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, June 16, 2016 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question - Service Now

 

** 

While on this topic, does anyone have a cost comparison between these two
tools? I know this could be a complicated question as the cost of owning
these systems isn’t just cost of systems, licenses, hardware, etc. but also
cost of implementation by way of time and resources. But lets leave the time
and resources aside as those costs are debateable as to which system may be
more cost effective..

 

That may give some of us a better understanding of how attractive these
sytems are to the financial heads of an organization..

 

I *think* I have a slight idea of the costs but the information I have is
not current and licensing models have changed quite a bit since the time I
used to have access to the finanacial information of these systems.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) [
<mailto:arslist@ARSLIST.ORG> mailto:arslist@ARSLIST.ORG] On Behalf Of Ken
Pritchard
Sent: Wednesday, June 15, 2016 10:41 PM
To:  <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: Re: Question - Service Now

 

Everyone is answering this like a bunch of IT folks.  It really comes down
to a risk/cost/reward issue.  What I the (increased) risk of being ‘hacked’
on the cloud vs what in a lot of cases is an outsourced IT department (not
really much different than a cloud IMO) and what is the perceived cost of
any data breach – vs the increased cost of hosting the application vs the
cloud.

 

Basically we in IT look at it as an absolute of which is better, but upper
management – the folks with the purse strings – look at it from a cost
accounting perspective.  For some, the data stored in an ITSM suite system
(custom apps aside – which is where BMC (or should I say Baine Capital) has
shoved them) isn’t more than a mechanism to process service desk calls.  In
effect, unless we’re storing PII in the system (SSNs, etc) is there really a
financial risk with the ITSM system being hacked.

 

Now I know the next statement would probably be that the CMDB contains
information on other systems within the environment that does contain that
type of information, but then it would require that information to contain
information on how to access those other systems.

 

I might be a bit naïve here, but I really don’t see (in most instances)
where upper management would find the risk to exceed the savings.

 

From: Action Request System discussion list(ARSList) [
<mailto:arslist@ARSLIST.ORG> mailto:arslist@ARSLIST.ORG] On Behalf Of Rick
Cook
Sent: Wednesday, June 15, 2016 7:29 PM
To:  <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: Re: Question - Service Now

 

** 

Amazon has already been hacked at least once.   I know of one DoD RoD
customer that hosts their own instance for security reasons. 

Rick

On Jun 15, 2016 16:10, "Joe D'Souza" <jdso...@shyle.net
<mailto:jdso...@shyle.net> > wrote:

** 

I think it mostly comes down to the answer to this question – would you be
ok to let a valet drive and park an expensive car or motorcycle you own or
would you want to do it yourself. Would you trust that valet to tell you
after he has parked it if he accidentally dinked it or hit a huge pot hole
if that dink or damage is not easily visible? If so maybe you are the kind
of person for who services like the cloud would work quite well with if
functionally it offers you everything else you have been looking for.

 

Personally I do not think that services that host cloud based services
publicly acknowledge their service was compromised in the odd event it was
unless it was quite obvious it has been to the end customer which can sort
of be a disturbing thought. There may or may not be a threat or a breach
every month.. Maybe every week. Maybe even every day. I honestly do not
think they would upfront about such incidents when and if it occurs unless
it was quite fatal. It could mean a risk to their business and they would
not want that.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) [mailto:
<mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG] On Behalf Of Pierson,
Shawn
Sent: Wednesday, June 15, 2016 8:49 AM
To:  <mailto:arslist@ARSLIST.ORG> arslist@ARSLIST.ORG
Subject: Re: Question - Service Now

 

Just to play devil’s advocate, theoretically someone whose business depends
on their internet-facing servers being trusted is g

Re: Question - Service Now

[Ken Pritchard]

Everyone is answering this like a bunch of IT folks.  It really comes down to a 
risk/cost/reward issue.  What I the (increased) risk of being ‘hacked’ on the 
cloud vs what in a lot of cases is an outsourced IT department (not really much 
different than a cloud IMO) and what is the perceived cost of any data breach – 
vs the increased cost of hosting the application vs the cloud.

 

Basically we in IT look at it as an absolute of which is better, but upper 
management – the folks with the purse strings – look at it from a cost 
accounting perspective.  For some, the data stored in an ITSM suite system 
(custom apps aside – which is where BMC (or should I say Baine Capital) has 
shoved them) isn’t more than a mechanism to process service desk calls.  In 
effect, unless we’re storing PII in the system (SSNs, etc) is there really a 
financial risk with the ITSM system being hacked.

 

Now I know the next statement would probably be that the CMDB contains 
information on other systems within the environment that does contain that type 
of information, but then it would require that information to contain 
information on how to access those other systems.

 

I might be a bit naïve here, but I really don’t see (in most instances) where 
upper management would find the risk to exceed the savings.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 15, 2016 7:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question - Service Now

 

** 

Amazon has already been hacked at least once.   I know of one DoD RoD customer 
that hosts their own instance for security reasons. 

Rick

On Jun 15, 2016 16:10, "Joe D'Souza"  > wrote:

** 

I think it mostly comes down to the answer to this question – would you be ok 
to let a valet drive and park an expensive car or motorcycle you own or would 
you want to do it yourself. Would you trust that valet to tell you after he has 
parked it if he accidentally dinked it or hit a huge pot hole if that dink or 
damage is not easily visible? If so maybe you are the kind of person for who 
services like the cloud would work quite well with if functionally it offers 
you everything else you have been looking for.

 

Personally I do not think that services that host cloud based services publicly 
acknowledge their service was compromised in the odd event it was unless it was 
quite obvious it has been to the end customer which can sort of be a disturbing 
thought. There may or may not be a threat or a breach every month.. Maybe every 
week. Maybe even every day. I honestly do not think they would upfront about 
such incidents when and if it occurs unless it was quite fatal. It could mean a 
risk to their business and they would not want that.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of 
Pierson, Shawn
Sent: Wednesday, June 15, 2016 8:49 AM
To: arslist@ARSLIST.ORG  
Subject: Re: Question - Service Now

 

Just to play devil’s advocate, theoretically someone whose business depends on 
their internet-facing servers being trusted is going to likely spend more money 
on security than a company that sells widgets as their primarily line of 
business and views I.T. security as just an expense.  I don’t know who hosts 
Service Now or BMC’s cloud servers, but I’d expect that they probably take it 
very seriously.  Things can definitely slip through but if we’re all deploying 
MyIT and such to give people access to Remedy via their smartphones and tablets 
off the network, it’s really a question of whose cybersecurity you trust more.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of Joe 
D'Souza
Sent: Tuesday, June 14, 2016 8:28 PM
To: arslist@ARSLIST.ORG  
Subject: Re: Question - Service Now

 

** 

Exactly – but I would like to add its as safe as someone else’s computer who 
gives access to some of his trusted associates facing the internet.

 

So once out there, it is as safe as any other “shared” resource with “limited 
public access” on the internet is.

 

Whether you like it or not, that exposes the system to a few more 
vulnerabilities than a system that is internal and intranet facing.

 

So whether it is ServiceNOW’s cloud or any other, it is the one risk you need 
to assume before investing in it.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Tuesday, June 14, 2016 8:44 PM
To: arslist@ARSLIST.ORG  
Subject: Re: Question - Service Now

 

** 

If only I had a like button. Yes, cloud does seem to be a bit of a buzzword 
that you have distilled 

Re: How to migrate any Service Now project to Remedy?

[Ken Pritchard]

They do

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, January 12, 2016 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: How to migrate any Service Now project to Remedy?

 

** 

does SNOW even OFFER on premises?I thought they were purely SAAS.

 

On Tue, Jan 12, 2016 at 10:03 AM, Joe D'Souza  > wrote:

Is SNOW on premise?

Cheers

Joe


-Original Message-
From: Action Request System discussion list(ARSList)

[mailto:arslist@ARSLIST.ORG  ] On Behalf Of Stan 
Feinstein
Sent: Tuesday, January 12, 2016 10:22 AM
To: arslist@ARSLIST.ORG  
Subject: Re: How to migrate any Service Now project to Remedy?

Abhi,

Is your client using Service Now's project management functionality?  If so,
please call me at 310-230-1722  .  Project Remedies' 
ActionProgram Manager
Plus is Remedy-based and better / richer than Service Now's capabilities in
this area.

Stan
w. 310-230-1722  .
c. 310-428-5748  .

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of 
Abhishek Anand
Sent: Tuesday, January 12, 2016 6:58 AM
To: arslist@ARSLIST.ORG  
Subject: How to migrate any Service Now project to Remedy?

Hi Team,



We are having the requirement for migration of the Service Now project to
Remedy.

Anyone having any high level view on the same.



Early response will be highly appreciated.



Cheers,

Abhi.


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Re: Email Struggles

[Ken Pritchard]

Did something in your environment change to where certificates are now needed 
when they weren’t before?  Not necessarily just the Remedy system, but also 
network protocols?  I’m not a big cert guy, but I know in our environment new 
policies come out from time to time that affect how connections and ‘stuff’ 
work.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Monday, October 19, 2015 9:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Email Struggles

 

** 

Problem is, I can't find a cert that expired on that day!  In fact, none of 
them are set to expire this year.  

 

On Mon, Oct 19, 2015 at 9:15 AM,  > wrote:

Warren:

Sounds like your cert has expired on your server that is running the Remedy 
Email client.  All certs have an expiry date.  You will have to go to your 
server management group and have them re-issue the cert for this server (from 
your cert provider, whomever that is).  Then, you can install it on your server 
and you should be golden.

 

You should also have them check the expiry date of the Microsoft 365 server 
certificate as well... :-)

 

Terry

 

 

 

On 2015-10-19 08:32, Warren R. Baltimore II wrote:

**

ARS 6.3 patch 16

Solaris SunOS 5.10

Java SDK 1.4.2_07

 

I'm having a problem.

 

I connect using IMAP4 to a Microsoft 365 server to download my email.  I've 
been using this method for a couple of years now without problems.  Prior to 
that, I had been using MBOX.  I have been supporting this server for 7 years 
now and not once have I loaded a certificate for SSL.

 

On Wednesday evening, my server stopped downloading email from Office 365.  In 
the aremaild.sh_log file, I see the following error:

 

Oct 19, 2015 7:55:27 AM com.sun.mail.imap.IMAPStore protocolConnect

SEVERE: sun.security.validator.ValidatorException: No trusted certificate found;

  nested exception is:

javax.net.ssl.SSLHandshakeException: 
sun.security.validator.ValidatorException: No trusted certificate found

javax.mail.MessagingException: sun.security.validator.ValidatorException: No 
trusted certificate found;

  nested exception is:

javax.net.ssl.SSLHandshakeException: 
sun.security.validator.ValidatorException: No trusted certificate found

at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:303)

at javax.mail.Service.connect(Service.java:233)

at javax.mail.Service.connect(Service.java:134)

at 
com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1687)

at 
com.remedy.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:470)

at 
com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:170)

at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

at java.lang.Thread.run(Thread.java:534)

 

 Microsoft has said that they have not made any changes on their end.  My UNIX 
team tells me no changes have been made there (and I believe them).

 

I've done quite a few searches against these errors.  Everything seems to be 
pointing to a certificate issue on my end.  But I'm not really sure exactly 
what I need to do to update it.  From what I can tell, I need to make the 
change to the cacerts file at:  /usr/java142_07/jre/lib/security.  I'm afraid 
the instructions for updating or creating these certs are a bit hazy.  And the 
manual from Remedy is next to useless (due to the multiple methodologies to do 
this thing).  Could somebody point me in the right direction?  Do I need a cert 
from Microsoft?  Or is this something I need to get from somewhere else? 

 

Any suggestions would be greatly appreciated!

--

 

Warren R. Baltimore II
Remedy Developer
410-533-5367  

_ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

Warren R. Baltimore II
Remedy Developer
410-533-5367

_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Too many status in Change

[Ken Pritchard]

I actually hid the Remedy OOB Status field and created my own.  Then via
some workflow, mapped my status' to the OOB status'.  That enabled us to use
our own status names and still take advantage of the OOB workflow.  I did
utilize approvals, so mine had to trigger the approval stages.  Keep in mind
you might need to disable records in the status transition rules to allow
certain status transitions.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Tuesday, October 13, 2015 4:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: Too many status in Change

Yes there is. For each of our Change Types - Standard, Normal, Emergency -
we have different flows.

>From the Application Administration Console > Custom > Change Management,
create your custom Process Flow Configuration. Then under Foundation, build
your Approval Process Configuration. Map your approvals to your processes. 

Thank you,

Sandra



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Tuesday, October 13, 2015 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Too many status in Change

** 

HI All

 

As you know in the 7.6.04 Infrastructure Change there are 13 Status options.
This is a big jump for a company that just moved from a custom 6.3
environment where the Change has only 5. We're not currently using approvals
so this is just noise/added effort to work through a Change.  As such I have
been asked to investigate reducing the number. However reading though the
ITSM Admin Guide (pg 306) it specifically says "Do not modify the global
best practice phases". I would assume that disabling a OTB global counts as
modifying so it seems like I am stuck.

 

So if I only wanted Draft > Planning in Progress > Scheduled >
Implementation in Progress > Completed > Closed is there a way to do that
globally?

 

Thanks

Mark

 

Mark Brittain

Sr. OSD Systems Engineer

ITILv3 Foundation, Continual Service Improvement

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com  

Office: 315.634.9337

Mobile: 315.882.5360

navsig

 





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Re: help in runic

[Ken Pritchard]

If you use TIMESTAMP wouldn’t you  need to do a calc to remove the date portion.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Wednesday, September 16, 2015 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: help in runic

 

** 

Shouldn’t it be $TIMESTAMP$ > 57600

 

 

Thank you,

--- 
John J. Reiser 
Building 760-J202
Remedy Developer/Administrator 

Senior Software Development Analyst 
Lockheed Martin - MST Moorestown Region
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 Grooms, Frederick W
Sent: Wednesday, September 16, 2015 10:00 AM
To: arslist@ARSLIST.ORG  
Subject: EXTERNAL: Re: help in runif

 

** 

Try using the number of seconds instead of the string

 

(16 * 3600)

 

Fred

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Luisa Clotilde Carena
Sent: Wednesday, September 16, 2015 8:52 AM
To: arslist@ARSLIST.ORG  
Subject: help in runif

 

** 

Hi all,

I've a filter and i want to run it only after 16:00 o' clock.
Can you help me to write the correct Run if?  I  receive this errors:

$TIME$ > "16.00.00"  arerror 313 - Incompatible data types for intended 
relational operation.,  
$TIME$ > "16:00:00"  arerror 313 - Incompatible data types for intended 
relational operation.,  

$TIME$  > "04:00:00 PM"arerror 8957

$TIME$ > 576000  filtre run everytime


thank you

Luisa Carena

 

 

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Remedy Developer(s) needed

[Ken Pritchard]

Hi All,

 

   Dev Technology is looking for candidates to fill Senior Remedy Developer 
position(s).  Candidates should be from the Washington DC or Raleigh NC areas.  
These are full time (perm) positions with our company.  

 

Please do not reply all to this email – send replies to 
kenneth.pritch...@devtechnology.com

 

Here are the requirements:

- Candidates have / be Secret/DHS EOD clearable

- Three to five years with BMC Remedy products experience - version 7.6.04 and 
above (ITSM, SRM, Incident, Change, Knowledge, CMDB). 

- Experience with installation, configuration and implementation of ADDM and 
coordination of discovery efforts.

- Experience with ADDM integration to CMDB, coordination of discovery across 
multiple regions or components.  Installation / Upgrade / Patching of ADDM as 
well as deploying new system; Reconciliation and Normalization of multiple ADDM 
feeds into CMDB; Addition of new infrastructure discovery; Normalization of 
Product Categories within CMDB. 

- Configuration and customization of Remedy utilizing Best Practice mode in a 
multi-tenant, multi-developer environment.

- Knowledge of Dashboards and Analytics. 

- Ability to work in a structured governance environment

- Integrations from other systems utilizing DSO, Web Services.

 

Thank you 

 


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Re: 508 Compliance

[Ken Pritchard]

Guess it depends on whose point of view you're looking at.  BMC say's it's
compliant and some govt agencies agree - others don't.  I work in an
environment where they have an Office of Accessibility Software Testing and
it seems to fall short of their standards.  It seems a bit subjective as to
what 508 compliance is.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fannin, Teresa S.
Sent: Friday, August 21, 2015 3:25 PM
To: arslist@ARSLIST.ORG
Subject: 508 Compliance

 

** 

All,

I believe that 8.1 is 508 compliant, can anyone point me to supporting
documentation ?

Thanks,

Teresa

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Re: ServiceNow Developer Needed in Santa Monica, CA

[Ken Pritchard]

Why not.  At Burger King you can have it ‘your way’?  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of jortega999 .
Sent: Wednesday, August 5, 2015 3:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: ServiceNow Developer Needed in Santa Monica, CA

 

** 

Oh no she didn't! You don't go into Burger King and order a Big Mac.

On Aug 5, 2015 2:17 PM, Richter, Howard (CEI-Atlanta) 
howard.rich...@coxinc.com mailto:howard.rich...@coxinc.com  wrote:

** 

I knew someone would post the question. Just should have bet is would have been 
you.

 

Howard

 

Howard Richter, Senior Remedy Administrator

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ 
LongWing
Sent: Wednesday, August 05, 2015 3:07 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: [arslist] ServiceNow Developer Needed in Santa Monica, CA

 

** 

Anna,

I'm not bashing you, I'm just curious, why you would come to a discussion list 
dedicated to Remedy discussion looking for a SNOW Developer?

 

 

On Wed, Aug 5, 2015 at 1:04 PM Anna Peters anna.pet...@comcentric.com 
mailto:anna.pet...@comcentric.com  wrote:

** 

 

Good Afternoon, ARSLIST!

 

The Digital Media Services division of one of the largest wireless companies in 
the U.S. is in need of a full-time, permanent ServiceNow Developer. This 
division is on the cutting edge of Content Delivery Network (CDN) technology, 
offers competitive benefits, and has an incredible campus in Santa Monica, CA. 

 

Ideal candidates should possess deep technical insight in developing and 
managing the ServiceNow application and implementing best practices as well as 
have keen insight into the full life cycle of a ServiceNow application and 
Service Management. In this role, you will collaborate with Product, Operations 
and Engineering to develop and implement solutions within Service Now, advocate 
for solutions and best practices, and work to increase productivity. You should 
possess hands-on experience with development and customization of the Service 
Now Enterprise service management application.  A requirement for this position 
is the ability to take up challenges, adapt to the business needs and stay 
focused on delivering results.

 

Responsibilities:

*   Configure and customize of all aspects of ServiceNow
*   Develop with an understanding of implication of performance, security 
and best practices for coding and code structure
*   Consult with Enterprise Application colleagues and end users to propose 
effective, process and solutions to increase and enhance productivity
*   Use scripting tools and ServiceNow functionality to create scripts and 
automate rote tasks being done in ServiceNow
*   Perform technical validation and testing to ensure requirements are 
satisfied with sample and live data
*   Recommend improvements or changes to technical and functional designs 
where appropriate
*   Facilitate creation and testing of future state business processes and 
script development
*   Load, manipulate and maintain data between ServiceNow and other 
systems; perform scheduled cloning operations
*   Perform regular data audits and resolve identified issues
*   Maintain and support ServiceNow operational functions
*   Repair and recover from hardware or software failures; coordinate and 
communicate with impacted user groups via the SNC Administrator
*   Escalate to vendor and involve them in defect and incident resolution 
as required

 

Qualifications:

*   Hands on experience of 5 or more years in developing and managing 
service oriented applications such as ServiceNow
*   Prior experience with the Discovery tool in SNC and strong knowledge of 
the CMDB and Asset management modules
*   Experience in JavaScript, Jelly Scripting, JQuery, Angular JS, 
Bootstrap, HTML, Ajax, CSS
*   Expertise in ServiceNow Scripting language
*   Experience creating customer facing portals using Content Management 
Systems in SNC
*   Experience and/or knowledge about Orchestration
*   Experience in Web technologies (Web Services, SOAP, XML, JSON, Ajax, 
HTML, CSS)
*   Knowledge of Active Directory/LDAP integration with Service Now
*   ITIL v3 certification and implementation experience desired

 

If you are available, qualified, and interested (or know someone who is), 
please send your most recent resume and desired salary range to 
anna.pet...@comcentric.com mailto:anna.pet...@comcentric.com .

Cheers,

 

Anna Peters

 
https://www.linkedin.com/profile/view?id=287557091authType=NAME_SEARCHauthToken=aqz-locale=en_UStrk=tyahtrkInfo=clickedVertical%3Amynetwork%2Cidx%3A1-2-2%2CtarId%3A1428522935123%2Ctas%3Ataylor
 Technical Recruiter

 

Re: Field HTML Contents to Text Attachment

[Ken Pritchard]

I did something similar with running a processcmd of type $fieldname$  filename
Then do an addatachment function (not looking at the exact function name) of 
the file.  I even did multiple files into a directory (ie the attachments in 
the worklog), zipped them up and imported the zip file which was later used as 
an attachment to the approval email - then the folks just replied to the email 
with 'Approve' or 'Reject' (plus some variations of those words).

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, June 25, 2015 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Field HTML Contents to Text Attachment

Hi,

I would build a Filter Plugin that takes for example two arguments:
Input Text: $TheTextFieldWithHtml$
Input Filename: $1$+.html
Output Attachment: ...

Coding that would just be a few lines of code in either C or Java.

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

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Good Morning,

 I am looking to see if anyone has done something like this before and 
 what method they may have used.

 I have a Remedy character field that contains a large amount of HTML text.
 I want to create a text file that contains the contents of that 
 character field, name it RequestID.html, and then place it into a 
 Remedy attachment field.  We have tried a few things but neither is 
 clean or has been without
 issues:

 - Build the file using DOS command within a filter Run Process (ECHO 
 to a
 file)
 - Build the file using a filter Notify mechanism of Other (then rename 
 the resulting .ARN notification file and attach it)

 Any other ideas or suggestions on how we might accomplish this is 
 appreciated.

 Best regards,
 Jeff

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Re: No support?

[Ken Pritchard]

Don't they have a disaster recovery plan for support?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle
Sent: Tuesday, May 26, 2015 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: No support?

 

** 

Yep, there were floods, power outages.  There was also a tornado this
weekend.

At least a thousand cars and at least a thousand homes have been damaged.

 

Claire --  you OK out there?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
mailto:richard@bwc.state.oh.us 
Sent: Tuesday, May 26, 2015 12:54 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: No support?

 

** 

I just tried calling BMC support - apparently they have new numbers?

After being on hold a pleasant young lady said that the storm last night

in Houston messed up all the phone lines and she wasn't sure when they

would be back up. Was there a storm in Houston or ??

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If you have received this message in error or due to an unauthorized
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without disclosing, copying, or transmitting this message. 

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Re: Retrieving attachments from Remedy Tickets

[Ken Pritchard]

I had a similar requirement for approvals on changes - I exported (through 
filters) all attachments to a directory; also spooled out all the pertinent 
fields from the change form into a text file on the server; zipped them all up 
and imported them back into the system.  Then when the approval record went 
out, I sent it out with the attachment.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sagar Girishkumar Anandpara
Sent: Thursday, May 7, 2015 6:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Retrieving attachments from Remedy Tickets

Thanks for quick response Misi. Yeah, if it would be one or two, can do the 
below solution. 
However, we have apporx. 88k INCIDENTS and 7500+ Changes (the biggest 
candidate) and PBI and PKEs approx. 1k each.

Need to do this activity to transfer the same to the customer before they close 
off. 

They need to have all the data they have in the system, including the tickets 
and the attachments in them. 

Please let me know would you need anything more from my end.

Thanks,
Sagar

Thanks  Regards,
Sagar G Anandpara
E : sagar_anandp...@infosys.com
D : +61399113461
M: +61470380369
Infosys Limited, Docklands

Infosys Technologies, IMST | iTAM L3 Support

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Thursday, 7 May 2015 8:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Retrieving attachments from Remedy Tickets

Hi,

One way would be to open the Incident form in the Mid-Tier browser, and 
clicking on the right buttons to retrieve it.

Or do you need to dump them all out to the file system?

Can you please elaborate a little on the reasons behind this requirements?

 Best Regards - Misi, RRR AB, http://rrr.se

 Hi,

 Greetings.!
 Need assistance in retrieving the attachments from Incidents, 
 Problems, Known Errors and Changes from Remedy ITSM v7.0.

 Kindly advise the best possible option to do this.

 Please let me know for anything needed for answering my requirement.

 Regards,
 Sagar



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Re: ITSM Upgrade completed with warnings - In fact failed to upgrade

[Ken Pritchard]

I’ve seen the unique index error occur when there is a form with and without 
the __c designation.  Seems like the system thinks they are two different 
forms, but the same form.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, March 12, 2015 2:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Upgrade completed with warnings - In fact failed to upgrade

 

** 

The SQL database operation failed.; Error - OCI_INVALID_HANDLE,  552

 

Sounds like your database had an error with connecting to it.  I believe there 
is an SQL log made during the upgrade.  See if it has any more information

 

Look to see what the SQL was doing when you got the 

The value(s) for this entry violate a unique index that has been defined for 
this form; ,  382

 

That will tell you which forms tried to create duplicate records

 

Fred

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nagidi Pavan
Sent: Thursday, March 12, 2015 12:52 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: ITSM Upgrade completed with warnings - In fact failed to upgrade

 

** 

Hi William,

Firstly, thanks for your response.

Below was done prior to ITSM upgrade.


1) We have upgraded AR Server from 7.6.04 to 8.1.02 without any issues.
2) Ran BPCU in overlay mode to preserve our customizations
3) Upgraded Atrium Core successfully from 7.6.03 to 8.1.02
4) Upgraded ITSM from 7.6.03 to 8.1.02 successfully  after fixing issues with 
field mappings using the option Only copy CI attributes from CDM to ITSM 
Foundation.
5) Restarted upgrade once again with the option Upgrade to 8.1.02 but don not 
remove CI attributes from CDM. After 13 hours we got the results as BMC 
Remedy ITSM Suite 8.1.02 install completed with warnings.

I believe I am going in the correct direction. Please advise.

Thanks

Pavan

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Nagidi 
Pavan
Sent: Thursday, March 12, 2015 12:14 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: ITSM Upgrade completed with warnings - In fact failed to upgrade

 

** 

Hello Experts,

We tried to upgraded ITSM from 7.603 to 8.1.02, but it says completed with 
warnings. From the logs we could find many def files failed to import. We have 
sorted out issues related to Asset, incident and Problem Management. But facing 
issues while importing the def files related to Change Module.

 We could see the below error messages while importing the file.

The SQL database operation failed.; Error - OCI_INVALID_HANDLE,  552,
The following item was not imported; CHG:ChangeImpactedAreaCIAssociation_Join,  
55, 
The following item was not imported; 
CHG:Change-ImpactedAreasCIAssociation_outer_ApproverLookup,  55, 
The following item was not imported; CHG:ChangeRelationshipInterface,  55

We have restarted Remedy services and tried importing that again. This time we 
could find the below messages.

The value(s) for this entry violate a unique index that has been defined for 
this form; ,  382,
The following item was not imported; CHG:ChangeImpactedAreaCIAssociation_Join,  
55, 
The following item was not imported; 
CHG:Change-ImpactedAreasCIAssociation_outer_ApproverLookup,  55, 
The following item was not imported; CHG:ChangeRelationshipInterface,  55,  

 

I have opened a ticket with BMC but as as usual very poor response in this 
week. Any suggestions are highly appreciated.

Thanks

Pavan

 

 

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Re: New Record in SYS:Notification Messages

[Ken Pritchard]

I created a separate form where I can update the text of the notifications.  It 
takes one filter to push into the record with an indicator to 'send now' and 
the variables needed for the email.  Then a guide runs that puts the template 
into the subject and message fields and does some replace commands on the data 
to put the variables in.  The only time I need to change workflow is if there 
is a new email to set up or if a new variable is needed.

The form that stores the records for the emails needs to have a field that 
identifies the correct email (ie the key field for the push fields action) and 
fields for the incoming variables (whether it be scheduled dates; actual dates; 
etc).  Also has areas to handle the $cc$ of the email if that's applicable.  
Everything gets pushed to the email message form with a 'send now' flag of yes 
which triggers the filter guide to format and send the email.

Hope that helps. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of James Smith
Sent: Wednesday, February 4, 2015 4:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: New Record in SYS:Notification Messages

Every Time when client request for change in the message data, I have to update 
the workflow which is not feasible. 

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Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Ken Pritchard]

But it did get you where you needed to go :)

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Monday, January 12, 2015 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

** 

I actually rented a Hyundai Genesis once. Drove it all the way from NY to 
FL.There is absolutely no comparison what so ever to a Jaguar. I would say that 
a Genesis would give a Nissan Altima a run for it's money... but that's about 
it. 

 

On Monday, January 12, 2015 2:02 PM, Ken Pritchard pri...@ptd.net 
mailto:pri...@ptd.net  wrote:

 

** 

I have a 2000 Chevy Cavalier that is one of the most reliable cars I’ve ever 
seen.  There are a ton of them on the roads.  It starts on mornings when it’s 
too cold for any of my other vehicles to turn over (2011 and 2012 model years). 
 It has over 325,000 miles and I’ve hardly put any $$ into it besides regular 
maintenance.

 

No my friends – I wouldn’t trade a low end model for a Jaguar or any fancy car. 
 If it’s functional, it’s good enough.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, January 11, 2015 9:29 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

** 

Reliable – I’m not sure when they are compared apples to apples. They have a 
much weaker construction and are not high performance engines. They are fairly 
good for what they are priced at and with the longer warranties they tend to 
appear like great deals.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 09, 2015 7:57 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

Aren’t Hyundai the more reliable car of the two?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Thursday, January 08, 2015 7:45 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

** 

They say best form of flattery is to imitation..  But I would like to drive a 
Jaguar more so then a Hyundai...

On Jan 8, 2015 7:13 PM, Joe D'Souza jdso...@shyle.net 
mailto:jdso...@shyle.net  wrote:

** 

Absolutely not! The first time I saw a Hyundai Sonata’s 2000 model (I think) I 
thought it was a complete rip off of the Jaguar including the way the car was 
dressed with its trims and lights etc.

 

I saw another that was a rip off of the BMW 5 series – I do not recall which 
one that was.

 

One could understand a motorcycle that looks like another as there is only so 
much you can do to make them distinguished from each other – but on a car I 
thought it was weird.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Jason 
Miller
Sent: Thursday, January 08, 2015 7:12 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

** 

Ok, so it isn't just me that has thought I was looking at a Jaguar a few times? 
 :)

 

On Thu, Jan 8, 2015 at 3:54 PM, Joe D'Souza jdso...@shyle.net 
mailto:jdso...@shyle.net  wrote:

** 

I agree. Right up to the prefixes for incident, change, problem to name a few.

 

The Knowledgebase looked like a direct copy with almost the same status flow 
design.

 

It appeared to me like a Hyundai Sonata that tried to look like a Jaguar.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Saji 
Philip
Sent: Thursday, January 08, 2015 6:48 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

** 

I even saw a SNOW product that our vendor is using and it looks eerily like a 
toned down version of Remedy.  Not all impressed...

On Jan 8, 2015 12:33 PM, Tanner, Doug doug.tan...@compass-usa.com 
mailto:doug.tan...@compass-usa.com  wrote:

** 

They all do it, anyone remember Rem-Mail. Doug

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe 
D'Souza
Sent: Thursday, January 08, 2015 12:21 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: OT: Knowledgebase design in SNow is almost the exact design as the 
Knowledgebase in Remedy...

 

** 

Exact same

Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Ken Pritchard]

I have a 2000 Chevy Cavalier that is one of the most reliable cars I've ever
seen.  There are a ton of them on the roads.  It starts on mornings when
it's too cold for any of my other vehicles to turn over (2011 and 2012 model
years).  It has over 325,000 miles and I've hardly put any $$ into it
besides regular maintenance.

 

No my friends - I wouldn't trade a low end model for a Jaguar or any fancy
car.  If it's functional, it's good enough.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, January 11, 2015 9:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

Reliable - I'm not sure when they are compared apples to apples. They have a
much weaker construction and are not high performance engines. They are
fairly good for what they are priced at and with the longer warranties they
tend to appear like great deals.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 09, 2015 7:57 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

Aren't Hyundai the more reliable car of the two?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Thursday, January 08, 2015 7:45 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

They say best form of flattery is to imitation..  But I would like to drive
a Jaguar more so then a Hyundai...

On Jan 8, 2015 7:13 PM, Joe D'Souza jdso...@shyle.net
mailto:jdso...@shyle.net  wrote:

** 

Absolutely not! The first time I saw a Hyundai Sonata's 2000 model (I think)
I thought it was a complete rip off of the Jaguar including the way the car
was dressed with its trims and lights etc.

 

I saw another that was a rip off of the BMW 5 series - I do not recall which
one that was.

 

One could understand a motorcycle that looks like another as there is only
so much you can do to make them distinguished from each other - but on a car
I thought it was weird.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of
Jason Miller
Sent: Thursday, January 08, 2015 7:12 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

Ok, so it isn't just me that has thought I was looking at a Jaguar a few
times?  :)

 

On Thu, Jan 8, 2015 at 3:54 PM, Joe D'Souza jdso...@shyle.net
mailto:jdso...@shyle.net  wrote:

** 

I agree. Right up to the prefixes for incident, change, problem to name a
few.

 

The Knowledgebase looked like a direct copy with almost the same status flow
design.

 

It appeared to me like a Hyundai Sonata that tried to look like a Jaguar.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Saji
Philip
Sent: Thursday, January 08, 2015 6:48 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

I even saw a SNOW product that our vendor is using and it looks eerily like
a toned down version of Remedy.  Not all impressed...

On Jan 8, 2015 12:33 PM, Tanner, Doug doug.tan...@compass-usa.com
mailto:doug.tan...@compass-usa.com  wrote:

** 

They all do it, anyone remember Rem-Mail. Doug

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe
D'Souza
Sent: Thursday, January 08, 2015 12:21 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: OT: Knowledgebase design in SNow is almost the exact design as the
Knowledgebase in Remedy...

 

** 

Exact same status values.

 

Couldn't help wondering if BMC has a point or two about them having stolen
design concepts.

 

Joe

_ARSlist: Where the Answers Are and have been for 20 years_ 

This email is subject to certain disclaimers, which may be reviewed via the
following link. http://compass-usa.com/Pages/Disclaimer.aspx. 

_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_ 

_ARSlist: Where the Answers Are and have been for 20 years_ 

_ARSlist: Where the Answers Are and have been for 20 years_ 

Private and confidential as detailed here

Re: Approval Process notifications

[Ken Pritchard]

Have you tried just setting a user notification method within their person
records for that notification - not sure what the exact notification tag is,
but you should be able to control it to these individuals there.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Friday, November 21, 2014 3:45 PM
To: arslist@ARSLIST.ORG
Subject: Approval Process notifications

 

** 

Happy Friday ARSList,

 

ITSM/SRM 8.1

I have been asked to disable the approval request email that goes out to our
executive team from SRM.  Our SRM currently uses 2 approval processes, one
is OOB Service Request - Management Chain and the other is a custom
approval process used with 2 specific SRDs. 

The Management Chain approval process is the one most used. At a high level,
it sends an approval request to that person's manager. The manager
approves/rejects and the SRD creates an incident/or closes the SR.  Now, I
have to disable the approval request email only when it goes out to our
executive team (let's say this is about 8-10 people) - but only for this
particular process (SR - Management Chain). No problem I think, go into the
AP Admin console, search for the process, open the Notification tab, and
exclude the UserIDs in the Qualification line. No go.

I open Dev Studio and see that AP:Notify-.xxx filter gets updated, but
in the filter log, all the AP:Notify filters are skipped. Not sure why.

So, I have a working OOB approval process and a custom approval that are
both working fine. I just need to disable the approval email request for the
OOB process for a group of people.  

I've been looking thru the ARS Admin guide but no luck. Any ideas?

 

Thanks,

Marcelo

 

_ARSlist: Where the Answers Are and have been for 20 years_ 


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Where the Answers Are, and have been for 20 years

Re: OT: What was the first ARS app you built?

[Ken Pritchard]

And why wouldn’t they be – they have a system doing exactly what they need 
without overhead and without being told they need to change their business 
practices or terminology.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, November 13, 2014 4:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What was the first ARS app you built?

 

** 

Custom users are happy users.

 

-John

 

On Thu, Nov 13, 2014 at 2:14 PM, Jason Miller jason.mil...@gmail.com 
mailto:jason.mil...@gmail.com  wrote:

** 

It seems like it is those monsters that people love.

 

With our custom AR environment we still have a lot of apps, customizations (HD 
6) that about a half dozen of us originally learned on.  There is a lot of old 
code still in use that we as n00bs created before we had a decent understanding 
of decent design.  I was looking forward to retiring this system and moving to 
ITSM as a fresh start but alas, this old system won and now we are retiring 
ITSM.  VIVA OLD MONSTERS!!!  :)

 

Jason

 

On Thu, Nov 13, 2014 at 9:03 AM, Warren R. Baltimore II 
warrenbaltim...@gmail.com mailto:warrenbaltim...@gmail.com  wrote:

** 

My first app was on a 4.x system (I think).  It was for The Ohio State 
University Med Center Security office.  It tracked location information of all 
the Security Guards doing rounds.  It also was used to track security 
incidents.  It was a monster.  I designed it before I had a decent 
understanding of decent design.  But, it worked, and the Security folks seemed 
to like it.

 

On Thu, Nov 13, 2014 at 10:11 AM, Danaceau, Chris chris.danac...@finra.org 
mailto:chris.danac...@finra.org  wrote:

** 

That was it :)

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 tel:240-386-6728  (desk)

301-367-8949 tel:301-367-8949  (cell)

Remedy FAQ http://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ 
LongWing
Sent: Wednesday, November 12, 2014 4:48 PM


To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: OT: What was the first ARS app you built?

 

** 

it it was branded 'Phoenix', then yes...that was the system :)

 

On Wed, Nov 12, 2014 at 2:33 PM, Danaceau, Chris chris.danac...@finra.org 
mailto:chris.danac...@finra.org  wrote:

** 

LJ was the the WCom system I eventually took over?

 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 tel:240-386-6728  (desk)

301-367-8949 tel:301-367-8949  (cell)

Remedy FAQ http://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ 
LongWing
Sent: Wednesday, November 12, 2014 12:51 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: OT: What was the first ARS app you built?

 

** 

My first app was a rebuild of a custom HelpDesk we used internallyit was on 
3.2...had tons of bells and whistles and did many things that tons of systems 
I've worked on since didn't do...was a healthy team and experience to start off 
my Remedy career...wow, it's been a long time.

 

On Wed, Nov 12, 2014 at 10:27 AM, Jason Miller jason.mil...@gmail.com 
mailto:jason.mil...@gmail.com  wrote:

** 

I thought I would start a side topic from the how fast could that be? thread. 
 We have seen more and more out of the box ITSM installs in recent years and 
custom development appears to be less prevalent.  Many of us started out 
building anything and everything under the sun.

 

For me, I had just switch from working in an aerospace fabrication shop to my 
first IT job at a help desk.  About 6 months in I became very interested in 
what else Remedy could do.  As I learned more about what Remedy could do I 
really wished we would of had it at the job I had left.

 

So with that my first app was one geared around running a fab shop.  The app 
tracked customers, jobs/parts, equipment and staff.  It could associate what 
machine a part is in and who is working on it.  Also it could show the status 
of a machine so planners didn't schedule a job in a machine that was down for 
maintenance.  Also you could not schedule machinists to a job if they were on 
vacation.

 

It probably also had things like an email to the worker when a job/part was 
assigned to them.  I have been trying to find the definition in recent years.  
I am sure I would get a kick out of how I built things back then.

 

Jason

_ARSlist: Where the Answers Are and have been for 20 years_ 

 

_ARSlist: Where the Answers Are and have been for 20 years_ 

Confidentiality Notice:: This email, including attachments, may include 
non-public, proprietary, confidential or legally privileged information. If you 
are not an intended recipient or an authorized agent of an intended recipient, 
you are hereby notified that any 

Re: Override Change Lock down durring approval phase 8.1

[Ken Pritchard]

My client insisted on it also.  What we came up with is that I created a
console (sort of like a data management tool) where certain individuals (ie
the change managers) could perform the updates indirectly.  The console
allows for certain changes that the customer said were allowed - it pushes /
creates the information for them.  I had to do a fair amount of log reading
to figure out how to duplicate / allow the updates.  I also have an audit
logging so that statistics can be gathered on how many changes folks were
making.  It's up to the POC from the customer to review the changes (they
have a report that goes to them) and make sure folks aren't abusing it.

 

Rather than fight the battle of arguing what is meant by 'best practice' I
opted to just build this type of interface.  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Friday, November 7, 2014 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Override Change Lock down durring approval phase 8.1

 

** 

Has anyone done a customization to override this?   It's causing a bit of a
storm for us as we go through our upgrade and our release teams are
insisting they have to be able to add tasks and change other information
even during implementation approval.   

 

Discussion about best practice are falling on , if not deaf, then
unresponsive ears.

 

I'm about to go in and see what's involved from a workflow perspective.

 

-- 

Thank You,

 

Chris Danaceau

FINRA

 

Confidentiality Notice:: This email, including attachments, may include
non-public, proprietary, confidential or legally privileged information. If
you are not an intended recipient or an authorized agent of an intended
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Thank you.

_ARSlist: Where the Answers Are and have been for 20 years_ 


___
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Where the Answers Are, and have been for 20 years

Re: Override Change Lock down during approval phase 8.1

[Ken Pritchard]

But Doug.

 

. isn't that for the company to decide and govern?  Over time, I've seen the
product become more rigid so that it's no longer something that folks look
at with the idea of it being able to conform to their business

 

And before you quote 'best practices' and 'itil' and other such vague
guidelines, why is it that you have never closed the hole of allowing a
person to both submit AND approve their own request - can't tell you how
many folks I've heard have had to put a check in for that. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 7, 2014 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

Chris,

 

As you found, it is an easy customization - and using overlays you can
define the change easily and that

change is then preserved across upgrades.

 

 

HOWEVER, I want to make sure that everyone is really aware of what the
ramifications are.

 

Planning as gone on and there was a proposal to install version zzz of some
program.  It was discovered that

version zzz has a major security hole that allows unrestricted and global
access to all corporate databases.

So, that was taken out.

 

Things went out for approval and the security team - who understands the
issue here and the vulnerability -

checked the change to be sure that version zzz of the program was not being
installed.  They approved the

change request.

 

Now, someone who was on vacation at the time of the planning discussion
comes along and sees the

change and while looking at it notices that the upgrade to version zzz of
the program is not present and they

knew it was in the plan.  So, they assume it must have been forgotten and
add a task to do the work (and it

is not prevented as you removed the block).

 

So, the change proceeds and your company ends up on the front page of the
Wall Street Journal the next

morning with a report of a massive data breach..

 

No, I am not kidding.  This exact scenario is not necessarily going to
happen, but there will be errors and flaws

and failed changes and exposures of risk.  Once you are to the stage of
approval, the change should be locked

down so that everyone can be doing appropriate due diligence and have
confidence that they did the review

and don't have to constantly recheck because someone may have changed the
plan that they reviewed.

 

Of course everyone just wants to streamline and do the right thing.  In
my example, that is EXACTLY what

the person I describe was doing.  They were streamlining the process by
not asking others and were doing

the right thing by correcting the error they found that forgot a step of
the process.  All intentions were pure

and true.  But, the result was a disaster.

 

 

 

Anyway, I wanted to comment on this posting as it provides a terrific
example of a packaged solution that

includes best practices FOR A REASON.  That is what you get an application
for.

 

And, at the same time, it shows that small or large or even violating
protections and safety protocols, you can

adjust the logic easily to match your desires/requirements.  AND, that
change is often quite easy.  AND, the

change is clearly recorded and you can see the original and your change at
any time (actually anyone with

permissions can).  AND, your change is preserved across upgrades with new
updates coming in from BMC to

the area you customized with your customization still applying.

 

The best of both worlds..

 

 

In all cases, just be sure that it is clear what the ramifications of each
direction so that the right path is taken

for your situation.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Friday, November 07, 2014 9:20 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

Thanks, all.   Was able to track down the workflow involved.   As Shawn
mentioned, it's really not that much.  The lynchpin is the AL
CHG:CRQ:HideBtnForAprvl_120   which keys off the 'Active Approval' field.


 

-- 

Thank You,

 

Chris Danaceau

FINRA

240-386-6728 (desk)

301-367-8949 (cell)

Remedy FAQ http://wiki.finra.org/confluence/display/TechOpsCtr/Remedy+FAQ 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Friday, November 07, 2014 11:12 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

I believe that simply setting the Active Approvals field to NULL will unlock
the record. I have unhidden that field on my CRQ view so I can uncheck it
and then move the status of the change forward. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, November 07, 2014

Re: Override Change Lock down during approval phase 8.1

[Ken Pritchard]

Good information Doug - thank you.  Can you comment on why BMC Sales is
discouraging folks from customizing the system.  My understanding is the
overlays were put in specifically to make it easi'er' to patch and upgrade
the applications.  I'm in complete support of that - but now folks are being
told NOT to customize the system (at least those I've conversed with).  I'm
sure you have interaction with more customers than I, but it seems to me BMC
shouldn't be discouraging clients from doing the things you are mentioning
here.  

 

Thank you for that link.  With the thousands of pages of documentation it
seems almost as difficult to find something in the Remedy documentation as
in the Affordable Health Care Act (before I get told to keep politics out of
it, that is just meant as a bit of humor).

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 7, 2014 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

Ken,

 

At the end of the day, every customer can decide what they want to do for
themselves.  And, that is allowed

for in the product.  From building completely custom on the AR System to
using the applications and

adding enhancements and overlays to the shipping product.   And, as those
enhancements are added, with

a way to keep them across upgrades and continue to get upgrades.

 

But, there is also a lot of value in providing a set of best practices that
are everything from looking at

standards to discussions with 100s of customers and all kinds of things
between.  There should be a set

of practices with good descriptions of why they are best practices that
gives the majority of customers the

right fit.   And, for customers who do not have practices at all, are a good
set to work with.

 

Without a set of best practices to start with, everyone is on their own with
no guidance or directions and

they have to figure everything out and code everything with all details for
themselves for everything.  That

sounds a lot like every customer custom building..  I know that there are
firms out there that are touting that

you building everything yourself from scratch is a good thing (and we fully
support the ability to do that), but

we feel that having a complete solution with a set of practices that have
been proven in many customer

installations and that follow standards that have been agreed on and that
provide a structure for how to

run processes that avoid common pitfalls and failures is a good thing.

 

Then, when you do want something to happen slightly different, you are
modifying from a working system

that does most things the way you want and you tailor the aspects to the way
you want.

 

 

 

Now, as for your issue of approving something you submitted..  There has
been a solution in place for that

for many years now (two at least and I think more like three or four).  You
are able to configure any approval

process to have a field that is looked at to say that if a signature comes
up with an assignment to that person,

to not generate the signature and keep processing the rules.  If they are in
a group of users any one of

which can approve, they are simply not in the list for this approval.  If
they are being assigned the

approval directly, it will continue with other rules.   This can be
configured on any approval process and can

reference any field - submitter included.

 

So, there was a response to the reported concern and it was put into the
product and many of our customers

are (and have been) using the feature for quite some time (years).

 

Look at the documentation for the Exclude User Field

 

In 8.1
https://docs.bmc.com/docs/display/public/ars81/AP-Process+Definition+form

 

I believe the same feature is available in 7.6.04, but I cannot link to the
doc for that release at the moment.

 

Doug Mueller

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, November 07, 2014 11:36 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

But Doug.

 

. isn't that for the company to decide and govern?  Over time, I've seen the
product become more rigid so that it's no longer something that folks look
at with the idea of it being able to conform to their business

 

And before you quote 'best practices' and 'itil' and other such vague
guidelines, why is it that you have never closed the hole of allowing a
person to both submit AND approve their own request - can't tell you how
many folks I've heard have had to put a check in for that. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 7, 2014 1:59 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Override Change Lock down during

Re: Override Change Lock down during approval phase 8.1

[Ken Pritchard]

One other suggestion if I might, the term 'best practice' rubs some folks
the wrong way - it implies if they don't adhere to the 'best practice',
their method of running the business is somehow inferior.  I would venture
that a more sellable term would be 'common practice' - that would then give
businesses the idea that the 'common practice' is the way most folks operate
without the implication.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 7, 2014 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

Ken,

 

At the end of the day, every customer can decide what they want to do for
themselves.  And, that is allowed

for in the product.  From building completely custom on the AR System to
using the applications and

adding enhancements and overlays to the shipping product.   And, as those
enhancements are added, with

a way to keep them across upgrades and continue to get upgrades.

 

But, there is also a lot of value in providing a set of best practices that
are everything from looking at

standards to discussions with 100s of customers and all kinds of things
between.  There should be a set

of practices with good descriptions of why they are best practices that
gives the majority of customers the

right fit.   And, for customers who do not have practices at all, are a good
set to work with.

 

Without a set of best practices to start with, everyone is on their own with
no guidance or directions and

they have to figure everything out and code everything with all details for
themselves for everything.  That

sounds a lot like every customer custom building..  I know that there are
firms out there that are touting that

you building everything yourself from scratch is a good thing (and we fully
support the ability to do that), but

we feel that having a complete solution with a set of practices that have
been proven in many customer

installations and that follow standards that have been agreed on and that
provide a structure for how to

run processes that avoid common pitfalls and failures is a good thing.

 

Then, when you do want something to happen slightly different, you are
modifying from a working system

that does most things the way you want and you tailor the aspects to the way
you want.

 

 

 

Now, as for your issue of approving something you submitted..  There has
been a solution in place for that

for many years now (two at least and I think more like three or four).  You
are able to configure any approval

process to have a field that is looked at to say that if a signature comes
up with an assignment to that person,

to not generate the signature and keep processing the rules.  If they are in
a group of users any one of

which can approve, they are simply not in the list for this approval.  If
they are being assigned the

approval directly, it will continue with other rules.   This can be
configured on any approval process and can

reference any field - submitter included.

 

So, there was a response to the reported concern and it was put into the
product and many of our customers

are (and have been) using the feature for quite some time (years).

 

Look at the documentation for the Exclude User Field

 

In 8.1
https://docs.bmc.com/docs/display/public/ars81/AP-Process+Definition+form

 

I believe the same feature is available in 7.6.04, but I cannot link to the
doc for that release at the moment.

 

Doug Mueller

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, November 07, 2014 11:36 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

But Doug.

 

. isn't that for the company to decide and govern?  Over time, I've seen the
product become more rigid so that it's no longer something that folks look
at with the idea of it being able to conform to their business

 

And before you quote 'best practices' and 'itil' and other such vague
guidelines, why is it that you have never closed the hole of allowing a
person to both submit AND approve their own request - can't tell you how
many folks I've heard have had to put a check in for that. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, November 7, 2014 1:59 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Override Change Lock down during approval phase 8.1

 

** 

Chris,

 

As you found, it is an easy customization - and using overlays you can
define the change easily and that

change is then preserved across upgrades.

 

 

HOWEVER, I want to make sure that everyone is really aware of what the
ramifications are.

 

Planning as gone on and there was a proposal to install version zzz of some
program.  It was discovered that

version zzz has

Re: Demo Login Name has been Changed

[Ken Pritchard]

Not everyone gets overly concerned about ‘security’ when it comes to the Demo 
password in a Remedy environment.  I personally don’t think it should be a 
personal login – so even if you don’t want it to be Demo (which I’ve always 
found a bit hokey anyway) I would make it a system acct / login.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, November 4, 2014 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Demo Login Name has been Changed

 

** 

Sandra,

Personally, I think it's a security risk to leave a 'Demo' account in place, 
even if you set the password.  So, noI don't personally think you should 
put it back.

 

On Tue, Nov 4, 2014 at 7:08 AM, Hennigan, Sandra, CTR, DSS 
sandra.hennigan@dss.mil mailto:sandra.hennigan@dss.mil  wrote:

** 

All,

 

I have inherited an 8.1.01 new install, just about ready for UAT. 

 

The previous administrator renamed the Demo user for startup with her 
personal login name. This was recently discovered during troubleshooting when 
some of the integrations stopped working. Specifically, “Demo” was the user 
entry in a couple of the Configuration files. To resolve the issues with 
integrations, a new user was created and the services pointed to the new user. 
I am concerned that there may still be configuration files identifying Demo as 
the qualified user.

 

Question: Do we leave well enough alone and keep the Demo user for startup 
with her personal login name or use DMT and change the Demo user for startup 
name. Any other ideas? Any concerns or follow up steps?

 

As always, assistance from the list is priceless!  Thanks.

 

Sandra

 

 

 

 

_ARSlist: Where the Answers Are and have been for 20 years_ 

 

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Re: Demo Login Name has been Changed

[Ken Pritchard]

Didn’t sound like this was a person’s, well, person record – was just the login.

 

I think the bigger issue you’ll encounter is if/when you switch the login ID 
anything that currently runs with this ID may break.  If you have a handle on 
anything that is running under this ID and can change it to whatever login ID 
you use, then you can basically change it to whatever you want it to be.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, November 4, 2014 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Demo Login Name has been Changed

 

** 

Two other reasons to not use an individual’s login:

 

1.   When the person leaves the company or transfers to another 
department/division their account either be locked or permissions changes which 
would break your install.

2.   Security audits. In many cases if someone has left the company leaving 
their accounts active is a violation (which leads back to #1 in a way).

 

Service accounts are definitely the way to go as mentioned by others. They will 
usually have different security policies, not be subject the same periodic 
password change requirements as individual accounts etc.

 

 

-Rick

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, November 04, 2014 6:20 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Demo Login Name has been Changed

 

** 

I'm with Ken.  First thing I do is set up Service Accounts that aren't subject 
to people leaving, or passwords that expire, etc.  Use them for system 
functions.  I keep Demo (with a pw) as kind of a back door in for the 
Administrators.




Rick Cook

 

On Tue, Nov 4, 2014 at 6:17 AM, Ken Pritchard pri...@ptd.net 
mailto:pri...@ptd.net  wrote:

** 

Not everyone gets overly concerned about ‘security’ when it comes to the Demo 
password in a Remedy environment.  I personally don’t think it should be a 
personal login – so even if you don’t want it to be Demo (which I’ve always 
found a bit hokey anyway) I would make it a system acct / login.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ 
LongWing
Sent: Tuesday, November 4, 2014 9:15 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Demo Login Name has been Changed

 

** 

Sandra,

Personally, I think it's a security risk to leave a 'Demo' account in place, 
even if you set the password.  So, noI don't personally think you should 
put it back.

 

On Tue, Nov 4, 2014 at 7:08 AM, Hennigan, Sandra, CTR, DSS 
sandra.hennigan@dss.mil mailto:sandra.hennigan@dss.mil  wrote:

** 

All,

 

I have inherited an 8.1.01 new install, just about ready for UAT. 

 

The previous administrator renamed the Demo user for startup with her 
personal login name. This was recently discovered during troubleshooting when 
some of the integrations stopped working. Specifically, “Demo” was the user 
entry in a couple of the Configuration files. To resolve the issues with 
integrations, a new user was created and the services pointed to the new user. 
I am concerned that there may still be configuration files identifying Demo as 
the qualified user.

 

Question: Do we leave well enough alone and keep the Demo user for startup 
with her personal login name or use DMT and change the Demo user for startup 
name. Any other ideas? Any concerns or follow up steps?

 

As always, assistance from the list is priceless!  Thanks.

 

Sandra

 

 

 

 

_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: Anyone else notice this?

[Ken Pritchard]

A while back they had a version where cancelled was spelt canceled for work 
orders. They changed it to cancelled – when we tried to move work orders from 
one system to another it choked on us.  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, October 27, 2014 8:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Anyone else notice this?

 

** 

Hehehe, we have a custom solution that uses Cancelled, had to look it up to see 
if it was the proper spellinganother one I came up with a few years ago was 
colour, that really threw me for a loop :)

On Oct 27, 2014 6:02 PM, Lucero, Michelle michelle.luc...@bankofamerica.com 
mailto:michelle.luc...@bankofamerica.com  wrote:

** 

Wow.  

 

LJ, I truly believe we would get along great.  Those are the kind of things 
that just stick out to me.  Why can’t I stop staring at it, now that you’ve 
posted it? ;)

 

Have you noticed that there’s a mixture of the spelling for  Statuses 
throughout ITSM?

* Canceled (American spelling)

* Cancelled (British, Canadian, Australian, South African…. spelling).

 

Represents the number of ITSM 8.1.x fields that contain an ENUM value of 
‘Cancel%’.  I excluded custom forms.


VALUE

COUNT(*)


Cancelled

429


Canceled

69


Cancel

69


Cancellation

15


Canceling

1


Cancelling

7

 

Thank you,

Michelle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of LJ 
LongWing
Sent: Monday, October 27, 2014 2:36 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Anyone else notice this?

 

** 

Intializing plug-in : ARSYS.AREA.ATRIUMSSO

Intializing plug-in : ARSYS.ARF.ATSSOCONFIRMPWD

 

Anyone notice that Initialize is misspelled in these plugin init methods?

_ARSlist: Where the Answers Are and have been for 20 years_ 

  _  

This message, and any attachments, is for the intended recipient(s) only, may 
contain information that is privileged, confidential and/or proprietary and 
subject to important terms and conditions available at 
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Re: Seeking Remedy Report Analyst- Washington DC / Herdon VA

[Ken Pritchard]

I think the line about buying a beer just drew the interest of like 100+ folks 
on the arslist. :)

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tom Hamill
Sent: Wednesday, October 8, 2014 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Job: Seeking Remedy Report Analyst- Washington DC / Herdon VA

 

** 

Hi All,

 

We are currently seeking a Remedy Reporting Analyst 
https://www.appone.com/MainInfoReq.asp?R_ID=922289B_ID=91fid=1Adid=ssbgcolor=00SearchScreenID=1195CountryID=3LanguageID=2
 t.  The position does allow for some part time remote work but the candidate 
must be able to work in Washington DC as well.  This position does require a 
secret clearance.  

 

If interested, please contact me or visit the Acuity Careers Portal 
http://www.myacuity.com/careers/ 

I will also be at Engage next week so if you would like to talk about the Job, 
I will buy you a beer and we can talk.  :)

Thank You,

Tom Hamill
Technical Manager
tom.ham...@myacuity.com mailto:tom.ham...@myacuity.com 
Acuity, Inc.
Your Vision | Our Focus
www.myacuity.com http://www.myacuity.com/ 

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Re: BMC sues SNOW

[Ken Pritchard]

We (developers) shouldn't really be worried about it - The BMC tools aren't
going anywhere anytime soon due to this.  I'd still be more worried about
any plans Bain Capital has.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ortega, Jesus A
Sent: Friday, September 26, 2014 1:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC sues SNOW

Should we be worried that BMC has to resort to suing the competition, rather
than innovate and beat them fair and square. Is this a sign that BMC is very
worried about what Service Now is doing to them?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Thursday, September 25, 2014 4:01 PM
To: arslist@ARSLIST.ORG
Subject: BMC sues SNOW

Hello

I've reviewed some of the patents and I was amused by what passes for a
'patent'.

http://www.google.co.uk/patents/US5978594

This patent is all about agents running on hosts, controlled by a central
service. It is described as novel, but it's not something invented by BMC
and is present in many other products. For example, both IBM Websphere and
Oracle Weblogic have a concept of a central service (WAS deployment manager,
WL admin server), that feeds instructions/configuration to nodes running
JVMs. This is not novel - it's common place.

http://www.google.com/patents/US6816898

Collecting performance metrics. I can do that in a couple of lines of Python
and it's nothing new. A typical large bank will have lots of this stuff,
both purchased and home grown, littered on their networks with an
operations team constantly monitoring it.

http://www.google.co.in/patents/US6895586

This one is awful. It sounds like BMC claim to have invented a system of
storing data in a hierarchical document using namespaces - you know, what we
commonly refer to as XML. There's no intellectual property in designing a
schema.

http://www.google.co.uk/patents/US7062683

This patent seems to suggest BMC have invented a method of troubleshooting
via flowcharts - something I recall doing at school in the mid-80s, and I
recall plenty being present in my 6502 Assembler guide.

I suspect this and other patent relates to the way in which a BMC product
works, but copying the concept is not a crime (Microsoft do not own the
concept of a word processor, or sending an email). Indeed, for every concept
pinched by a competitor, BMC will have pinched one themselves - such as
graphing data to display metrics, which is almost certainly patented by some
other company.

I think the core problem with many IT patents is they aren't actually
'inventions' but a great way for lawyers to make money. After all, they are
hardly going to turn around and tell a BMC senior manager, I'm sorry mate,
but this patent has no value. Real inventions, such as James Dyson's
bag-less vacuum cleaner, have real value. These patents seem to tell a
competitor more about how the internals of a BMC product works rather than
defining an 'invention' of real value.


John

Disclaimer: I am not a lawyer, but I can use Google :)


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Re: BMC sues SNOW

[Ken Pritchard]

Unless they are able to get an injunction where SNOW cannot be sold to new 
clients it could backfire as a marketing ploy.  If folks feel that SNOW is that 
close to BMC to have BMC worry and if the price point is lower for SNOW, it 
could drive more folks in that direction.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Thursday, September 25, 2014 5:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC sues SNOW

 

** 

Most patents these days aren't for new concepts, but slight - sometimes almost 
imperceptively so - tweaks in the way something is done.  We'll see how these 
come out, but I think the poster who suggested that this was more a marketing 
ploy than anything might be more on the mark than most.




Rick Cook

 

On Thu, Sep 25, 2014 at 2:01 PM, John Baker jba...@javasystemsolutions.com 
mailto:jba...@javasystemsolutions.com  wrote:

Hello

I've reviewed some of the patents and I was amused by what passes for a
'patent'.

http://www.google.co.uk/patents/US5978594

This patent is all about agents running on hosts, controlled by a
central service. It is described as novel, but it's not something
invented by BMC and is present in many other products. For example, both
IBM Websphere and Oracle Weblogic have a concept of a central service
(WAS deployment manager, WL admin server), that feeds
instructions/configuration to nodes running JVMs. This is not novel -
it's common place.

http://www.google.com/patents/US6816898

Collecting performance metrics. I can do that in a couple of lines of
Python and it's nothing new. A typical large bank will have lots of this
stuff, both purchased and home grown, littered on their networks with an
operations team constantly monitoring it.

http://www.google.co.in/patents/US6895586

This one is awful. It sounds like BMC claim to have invented a system of
storing data in a hierarchical document using namespaces - you know,
what we commonly refer to as XML. There's no intellectual property in
designing a schema.

http://www.google.co.uk/patents/US7062683

This patent seems to suggest BMC have invented a method of
troubleshooting via flowcharts - something I recall doing at school in
the mid-80s, and I recall plenty being present in my 6502 Assembler
guide.

I suspect this and other patent relates to the way in which a BMC
product works, but copying the concept is not a crime (Microsoft do not
own the concept of a word processor, or sending an email). Indeed, for
every concept pinched by a competitor, BMC will have pinched one
themselves - such as graphing data to display metrics, which is almost
certainly patented by some other company.

I think the core problem with many IT patents is they aren't actually
'inventions' but a great way for lawyers to make money. After all, they
are hardly going to turn around and tell a BMC senior manager, I'm
sorry mate, but this patent has no value. Real inventions, such as
James Dyson's bag-less vacuum cleaner, have real value. These patents
seem to tell a competitor more about how the internals of a BMC product
works rather than defining an 'invention' of real value.


John

Disclaimer: I am not a lawyer, but I can use Google :)

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Re: BMC sues SNOW

[Ken Pritchard]

Making the accusation is the easy part – proving it is much tougher – just ask 
JJ.  They tried suing a (small) competitor regarding patent infringement of 
their test strips for diagnostic equipment.  They must be very specific to win. 
 Not saying they can’t, but it will be years and lots of  in legal fees.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, September 23, 2014 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC sues SNOW

 

** 

Interesting.

 

On Tue, Sep 23, 2014 at 9:01 AM, John Sundberg john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  wrote:

** 

http://www.bmc.com/news/press-releases/2014/BMC-Software-Sues-ServiceNow-for-Patent-Infringement.html

 




 

-- 

John Sundberg

Kinetic Data, Inc.

Your Business. Your Process.

 

651-556-0930 tel:651-556-0930  I john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  

 http://www.kineticdata.com/ www.kineticdata.com I  
http://community.kineticdata.com/ community.kineticdata.com 

 

 

_ARSlist: Where the Answers Are and have been for 20 years_ 

 

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Re: Resolved Tickets

[Ken Pritchard]

I think it’s a matter of adjusting the status transition rules to meet the 
needs of your organization.   BMC has probably set the defaults based on ITIL 
interpretation / guidelines.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terri Lockwood
Sent: Thursday, September 11, 2014 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

 

** 

Resolved yes, Closed no.

 

TERRI LOCKWOOD • SENIOR SYSTEM ADMINISTRATOR • SunGard •  AvantGard • 

701 San Marco Blvd, Suite 1100 •  Jacksonville, FL 32207 

Office +1 (904) 281-8069 • Cell +1 (904) 627-8651 •  
mailto:teresa.lockw...@sungard.com teresa.lockw...@sungard.com 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Nall
Sent: Thursday, September 11, 2014 9:36 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Resolved Tickets

 

** 

For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

 

Thanks,

 

Roger A Nall

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Re: Escalation qualification : DSO

[Ken Pritchard]

I have what I call a diagnostic form where I create a record for the form /
query I want to check the number of records on.  An escalation runs
periodically to do the query needed and then I move the $LASTCOUNT$ keyword
into a field on that form.  The count can then be emailed or acted on by
filters if it's over a threshold (another field on the diagnostic form).

Just my way of doing it without needing additional software.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Tuesday, September 9, 2014 8:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation qualification : DSO

I'm not sure what sort of problem you are having at the DB level, but have
you tried putting this escalation into its own escalation pool?

I'd give that a try and change it to run every 24 hours instead of every 30
minutes. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
Sent: Tuesday, September 09, 2014 12:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: Escalation qualification : DSO

Thanks for all your reply.
One more clarification which I am seeking out is that my escalation runs on
every 30 mins, and I can see records coming into the DSO pending queue in
the DSO Pending form, I would want to know from where i can get to how many
records are qualified in each execution of this escalation. From my manual
analysis of Pending form, after an execution the number of records in DSO
Pending form reaches a maximum and then the records goes down to zero as it
gets services by DSO.

Also if I have to get the same functionality via rrrchive tool (i.e.
automate restricted qualification to new 500 records in ( 'Ticket Closed
Date' = 2/28/2009 11:59:59 PM) AND ( 'Status' = Closed) AND ( 'Ticket
Closed Date' = 1/1/2009 12:00:00 AM) qualification) what parameter I
would be using.


qual= ( 'Ticket Closed Date' = 2/28/2009 11:59:59 PM) AND (
'Status' = Closed) AND ( 'Ticket Closed Date' = 1/1/2009 12:00:00 AM)
transfertype= MOVE

Will using below help in my case or do I have to chose any other parameter.
Please help.
multientrychunksize = 500


Regards,
Saurabh





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Re: AREmail problems - ARS 6.3

[Ken Pritchard]

Is the firewall open (IP/Port) from your dr server to the email svr you’re 
trying to connect to?  I’m also Assuming you’re connecting with the same user 
id/pwd as from your production system

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, August 6, 2014 5:12 PM
To: arslist@ARSLIST.ORG
Subject: AREmail problems - ARS 6.3

 

** 

Hello all!

 

Got a bit of a problem and I'm really floundering

 

I've got an old ARS 6.3 installation that I have to fail over to my DR server.  
We've never had the email piece working on the DR side, but I need to get it 
going now.

 

It's AREmail 6.3 running on a Solaris box.

 

I'm trying to set up an imap outgoing server.  I can get the email engine 
started, but fromt here it is all down hill.

 

Lots of Java issues (jdk1.4.2_34).  I keep seing the following rotate through 
the error logs:

 

Connection reset;

nested exception is:

java.net.SocketException: Connection reset

javax.mail.MessagingException: Connection reset;

nested exception is:

java.net.SocketException: Connection reset

at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:303)

at javax.mail.Service.connect(Service.java:233)

at javax.mail.Service.connect(Service.java:134)

at 
com.remedy.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1687)

at com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:205)

at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268)

at java.lang.Thread.run(Thread.java:579)

 

Additionally, when I look at the emaild.sh_log file, I see the following:

 

Application has started Version:  06.03.00 patch 022 200706151326

Checking connection to server: ntcprdrem247 ...

Using JRE: 1.4.2_34

loaded library

Successfully connected.

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Re: ENGAGE

[Ken Pritchard]

Service Now 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Charters
Sent: Tuesday, July 29, 2014 9:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

 

** 

What is SNOW sales? 

 

 

Sent from my Verizon Wireless 4G LTE smartphone

 

 Original message 

From: Zandi 

Date:07/29/2014 19:48 (GMT-05:00) 

To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG  

Subject: Re: ENGAGE 

 

** 

They are sending them into SNOW sales arms.   By doing that...

Sent from my iPhone


On Jul 29, 2014, at 5:48 PM, Ken Pritchard pri...@ptd.net 
mailto:pri...@ptd.net  wrote:

** 

I agree with this also, however it doesn’t generate any revenue for BMC.  
Originally in the old days it might have since they had a crew that would come 
in and build systems for folks, but their professional services seems to be 
more left to their partners now.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, July 29, 2014 5:43 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: ENGAGE

 

** 

I whole heartily agree John.  I believe the strong and differentiator of Remedy 
is ARS.  BMC should encourage and not discourage development.

On Jul 29, 2014 4:11 PM, John Sundberg john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  wrote:

** 

Thanks for the plug Mr. Baker.

 

Good one.

 

I don’t think you will find any BMC Remedy specific stuff at KEG.

 

BUT*** - you will definitely find stuff on how to make your BMC Remedy system 
nicer/easier to manage and how to do even more with the system you already have.

 

Also - I will throw in — this is not a new complaint/issue for BMC RUG — this 
has been the issue for quite awhile.

 

Ultimately - the ARSList is looking for a Remedy development only event. (Not 
even ITSM)

 

If BMC (or somebody else) would create it — it would be helpful — and therefore 
people would expand their existing system.

 

A “sticky system” is a system that solves your needs in unique ways that are 
not easily replaceable. But - if your goal is to be out of the box and ITIL 
(Blah blah blah). Well, you just made it very easy for your competitor to 
displace you. Where - the only differentiator of meaning is price — and that is 
not a fight BMC wants to be in (or most any company for that matter).

 

A “sticky system” is one that you can make yours. So BMC would be wise in 
encouraging that, making it be easy and the “norm” to do so. 

 

Educate - and it can happen. 

 

Show everybody new features for out of the box - and you simplify your 
replacement strategy for your competitors.

 

 

-John

 

On Tue, Jul 29, 2014 at 2:44 PM, John Baker jba...@javasystemsolutions.com 
mailto:jba...@javasystemsolutions.com  wrote:

Hello,

This thread is rapidly becoming one of ARSlist's longest threads
(https://www.javasystemsolutions.com/arslist/view/89064249#message-thread)
:-)

I've looked at the conference agenda and it does feel more marketing
than substance. Perhaps John Sundberg can expand his KEG conference to
include a day of Remedy-things-for-keen-admins?


John

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
http://www.arslist.org 
Where the Answers Are, and have been for 20 years





 

-- 

John Sundberg

Kinetic Data, Inc.

Your Business. Your Process.

 

651-556-0930 tel:651-556-0930  I john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  

 http://www.kineticdata.com/ www.kineticdata.com I  
http://community.kineticdata.com/ community.kineticdata.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_ 

_ARSlist: Where the Answers Are and have been for 20 years_ 


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Re: ENGAGE

[Ken Pritchard]

Well said Howard !

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Wednesday, July 30, 2014 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

 

** 

John,

 

I do agree with what you wrote, and would like to add. 

 

That our world is changing and we need to prepare for those changes. 

We know that SNOW is knocking on BMCs door, with its pretty UI and fast (per 
their sales department) development/implementation time. And we know that 
others are out there as well (since they see they can make money).

 

So I am looking for this meeting not just to show me how to fix bad code or 
create new items, but on what are BMC’s future plans. To see if they have the 
vision to address these new comers to our world, or if they don’t.

 

Also maybe BMC will see this thread and add some technical sessions.

 

However, (at least in my view) we need to look a little into the future that 
BMC sees and then think about what is the best for the companies we work for 
(and with) and ourselves. 

 

Just my thoughts,

 

hbr

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, July 29, 2014 5:11 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: [arslist] ENGAGE

 

** 

Thanks for the plug Mr. Baker.

 

Good one.

 

I don’t think you will find any BMC Remedy specific stuff at KEG.

 

BUT*** - you will definitely find stuff on how to make your BMC Remedy system 
nicer/easier to manage and how to do even more with the system you already have.

 

Also - I will throw in — this is not a new complaint/issue for BMC RUG — this 
has been the issue for quite awhile.

 

Ultimately - the ARSList is looking for a Remedy development only event. (Not 
even ITSM)

 

If BMC (or somebody else) would create it — it would be helpful — and therefore 
people would expand their existing system.

 

A “sticky system” is a system that solves your needs in unique ways that are 
not easily replaceable. But - if your goal is to be out of the box and ITIL 
(Blah blah blah). Well, you just made it very easy for your competitor to 
displace you. Where - the only differentiator of meaning is price — and that is 
not a fight BMC wants to be in (or most any company for that matter).

 

A “sticky system” is one that you can make yours. So BMC would be wise in 
encouraging that, making it be easy and the “norm” to do so. 

 

Educate - and it can happen. 

 

Show everybody new features for out of the box - and you simplify your 
replacement strategy for your competitors.

 

 

-John

 

On Tue, Jul 29, 2014 at 2:44 PM, John Baker jba...@javasystemsolutions.com 
mailto:jba...@javasystemsolutions.com  wrote:

Hello,

This thread is rapidly becoming one of ARSlist's longest threads
(https://www.javasystemsolutions.com/arslist/view/89064249#message-thread)
:-)

I've looked at the conference agenda and it does feel more marketing
than substance. Perhaps John Sundberg can expand his KEG conference to
include a day of Remedy-things-for-keen-admins?


John

___
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http://www.arslist.org 
Where the Answers Are, and have been for 20 years





 

-- 

John Sundberg

Kinetic Data, Inc.

Your Business. Your Process.

 

651-556-0930 I john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  

 http://www.kineticdata.com/ www.kineticdata.com I  
http://community.kineticdata.com/ community.kineticdata.com 

 

 

_ARSlist: Where the Answers Are and have been for 20 years_ 

Click here 
https://www.mailcontrol.com/sr/FfAduhjq3y7GX2PQPOmvUjg7ce8j6mWJKqUEazqXvQXQEaIcmtnNizjRvgHp1ODgZ!IcHOUH37DX405xsHCs!A==
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Re: ENGAGE

[Ken Pritchard]

I’ve been reading this thread for the better part of 2 days now without 
commenting.  While I agree with the type of conference y’all are looking for, 
don’t forget what ‘we’ve’ allowed it to be called.

 

I think part of the disconnect is that it’s always been referred to as a ‘user 
group’ conference, not a developers conference.  Sounds like now that BMC-Bain 
has regained control of it they are treating it more strictly as a ‘user’ (as 
in customer) conference.  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lynn Larsen
Sent: Tuesday, July 29, 2014 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

 

** 

Do you really think that of the 20-some sessions still to be decided upon, that 
they will be focused on Remedy with the direction the rest of the 
agenda/sessions are going?  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, July 29, 2014 12:12 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: ENGAGE

 

** 

I think that was the attempt with the 'Subject to change' disclaimer at the 
bottombut I personally dismissed that as 'we are covering our legal buts 
incase someone that's presenting pulls out', not 'we aren't finished publishing 
all of the sessions yet'

 

On Tue, Jul 29, 2014 at 11:03 AM, Jason Miller jason.mil...@gmail.com 
mailto:jason.mil...@gmail.com  wrote:

** 

So could a simple here is what we have so far and we still have some to add 
have avoided all of this?  My guess is we all would have been a bit quieter, at 
least until it was all published.

 

On Tue, Jul 29, 2014 at 10:00 AM, LJ LongWing lj.longw...@gmail.com 
mailto:lj.longw...@gmail.com  wrote:

** 

Wellone 'plus' that I've seen so far is that they say that the catalog that 
we are looking at is a bit 'short'...meaning that they have stated it's only 
85% doneso...I did the math...that means there are about another 20ish 
sessions still to be decided uponwill that be enough?  I'm not sure...I 
read on communities that most of the 'undecided' are in the track that Remedy 
resides in...so it's possible that they will be adding sessions of a technical 
nature, but only time will tell.  Additionally, I saw that the 'early bird' 
timeframe was extended to Aug 15so that gives people more time once the 
sessions are more finalizedI'm still watching the situation as it 
unfoldswe will see what we end up with at the end.

 

On Tue, Jul 29, 2014 at 10:51 AM, Jason Miller jason.mil...@gmail.com 
mailto:jason.mil...@gmail.com  wrote:

** 

I think what we see is the difference between a Remedy conference and a BMC 
conference (duh).  To expand on that obvious statement what we know and love is 
World Wide Remedy Users Group (WWRUG), Remedy is in the name.  BMC cannot cater 
to the Remedy community alone and neglect their other products (well they could 
but would probably upset the customers of the other products).  The conference 
that would have avoided all of this criticism from us likely would have looked 
very lopsided to non-Remedy customers and I imaging there were discussions 
around these points and a conscious decision that the conference had to be 
balanced.

 

Claire pointed out they hired a company to help with the conference.  Since 
most of my IT career has been centered around Remedy I have not been to other 
corporate conferences however my guess is they look pretty similar to ENGAGE.  
BMC and the company helping them plan is likely using the usual format for a 
corporate event.  Unfortunately we have been spoiled and are use to getting the 
conference we want and that is designed to provide the maximum value for Remedy 
customers.  BMC is not and cannot provide that for us under the BMC-wide 
umbrella.

 

With that said I am still disappointed.  I feel they could have incorporated 
more technical, customer presentations and AR-specific content while using some 
of the lessons learned from the past 5 years of WWRUG and still providing a 
pretty balanced event (i.e. add some of the aspects we love to other product 
areas instead of taking away from Remedy).

 

A BMC event and WWRUG have two different focuses and I can't imagine them ever 
being close to the same thing.  The corporate run Remedy User Groups that we 
loved were hosted by Remedy Corp (ok so I never attended one of those but I 
know you guys and gals loved them).  Of course those catered to Remedy people, 
that was their only product family to focus on.

 

So I think the question is can a North America WWRUG and BMC corporate event 
exist in the same year?  I suspect with BMC back in the corporate event game 
they will not provide nearly the same level of sponsorship they have for 
previous WWRUGs.

 

Jason

 

On Tue, Jul 29, 2014 at 9:17 AM, Scott Philben sphil...@mac.com 
mailto:sphil...@mac.com  wrote:

** 

I'm not sure I could get to 5-6. 3-4 maybe. What would 

Re: ENGAGE

[Ken Pritchard]

Give me a break – it has nothing to do with politics – the conference is a USER 
conference.  Do you think BMC took over the conference because they thought 
they could make money?  I would suggest it was more to gain control over their 
customer base and ENGAGE them to purchase more services from BMC.

 

They aren’t looking to cater to a few (20, 50, 100?) developers vs their 
customer or USER base.  I’ve been in a lot of meetings with customers and BMC 
recently and it’s all about their drive to not ‘customize’ the tool.   But 
enough venting.   As someone said – this thread has become long enough.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, July 29, 2014 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

 

** 

Let's keep politics off this list, ok?  Plenty to talk about on topic. 

Rick

On Jul 29, 2014 11:46 AM, Brukeste G bruke...@gmail.com 
mailto:bruke...@gmail.com  wrote:

** 

Bain capital has a relationship with BMC?  Mitt Romney?  Hm


On Jul 29, 2014, at 2:17 PM, Ken Pritchard pri...@ptd.net 
mailto:pri...@ptd.net  wrote:

** 

I’ve been reading this thread for the better part of 2 days now without 
commenting.  While I agree with the type of conference y’all are looking for, 
don’t forget what ‘we’ve’ allowed it to be called.

 

I think part of the disconnect is that it’s always been referred to as a ‘user 
group’ conference, not a developers conference.  Sounds like now that BMC-Bain 
has regained control of it they are treating it more strictly as a ‘user’ (as 
in customer) conference.  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lynn Larsen
Sent: Tuesday, July 29, 2014 2:06 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: ENGAGE

 

** 

Do you really think that of the 20-some sessions still to be decided upon, that 
they will be focused on Remedy with the direction the rest of the 
agenda/sessions are going?  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, July 29, 2014 12:12 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: ENGAGE

 

** 

I think that was the attempt with the 'Subject to change' disclaimer at the 
bottombut I personally dismissed that as 'we are covering our legal buts 
incase someone that's presenting pulls out', not 'we aren't finished publishing 
all of the sessions yet'

 

On Tue, Jul 29, 2014 at 11:03 AM, Jason Miller jason.mil...@gmail.com 
mailto:jason.mil...@gmail.com  wrote:

** 

So could a simple here is what we have so far and we still have some to add 
have avoided all of this?  My guess is we all would have been a bit quieter, at 
least until it was all published.

 

On Tue, Jul 29, 2014 at 10:00 AM, LJ LongWing lj.longw...@gmail.com 
mailto:lj.longw...@gmail.com  wrote:

** 

Wellone 'plus' that I've seen so far is that they say that the catalog that 
we are looking at is a bit 'short'...meaning that they have stated it's only 
85% doneso...I did the math...that means there are about another 20ish 
sessions still to be decided uponwill that be enough?  I'm not sure...I 
read on communities that most of the 'undecided' are in the track that Remedy 
resides in...so it's possible that they will be adding sessions of a technical 
nature, but only time will tell.  Additionally, I saw that the 'early bird' 
timeframe was extended to Aug 15so that gives people more time once the 
sessions are more finalizedI'm still watching the situation as it 
unfoldswe will see what we end up with at the end.

 

On Tue, Jul 29, 2014 at 10:51 AM, Jason Miller jason.mil...@gmail.com 
mailto:jason.mil...@gmail.com  wrote:

** 

I think what we see is the difference between a Remedy conference and a BMC 
conference (duh).  To expand on that obvious statement what we know and love is 
World Wide Remedy Users Group (WWRUG), Remedy is in the name.  BMC cannot cater 
to the Remedy community alone and neglect their other products (well they could 
but would probably upset the customers of the other products).  The conference 
that would have avoided all of this criticism from us likely would have looked 
very lopsided to non-Remedy customers and I imaging there were discussions 
around these points and a conscious decision that the conference had to be 
balanced.

 

Claire pointed out they hired a company to help with the conference.  Since 
most of my IT career has been centered around Remedy I have not been to other 
corporate conferences however my guess is they look pretty similar to ENGAGE.  
BMC and the company helping them plan is likely using the usual format for a 
corporate event.  Unfortunately we have been spoiled and are use to getting the 
conference we want and that is designed to provide the maximum value for Remedy 
customers.  BMC is not and cannot provide that for us under

Re: ENGAGE

[Ken Pritchard]

I agree with this also, however it doesn’t generate any revenue for BMC.  
Originally in the old days it might have since they had a crew that would come 
in and build systems for folks, but their professional services seems to be 
more left to their partners now.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, July 29, 2014 5:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

 

** 

I whole heartily agree John.  I believe the strong and differentiator of Remedy 
is ARS.  BMC should encourage and not discourage development.

On Jul 29, 2014 4:11 PM, John Sundberg john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  wrote:

** 

Thanks for the plug Mr. Baker.

 

Good one.

 

I don’t think you will find any BMC Remedy specific stuff at KEG.

 

BUT*** - you will definitely find stuff on how to make your BMC Remedy system 
nicer/easier to manage and how to do even more with the system you already have.

 

Also - I will throw in — this is not a new complaint/issue for BMC RUG — this 
has been the issue for quite awhile.

 

Ultimately - the ARSList is looking for a Remedy development only event. (Not 
even ITSM)

 

If BMC (or somebody else) would create it — it would be helpful — and therefore 
people would expand their existing system.

 

A “sticky system” is a system that solves your needs in unique ways that are 
not easily replaceable. But - if your goal is to be out of the box and ITIL 
(Blah blah blah). Well, you just made it very easy for your competitor to 
displace you. Where - the only differentiator of meaning is price — and that is 
not a fight BMC wants to be in (or most any company for that matter).

 

A “sticky system” is one that you can make yours. So BMC would be wise in 
encouraging that, making it be easy and the “norm” to do so. 

 

Educate - and it can happen. 

 

Show everybody new features for out of the box - and you simplify your 
replacement strategy for your competitors.

 

 

-John

 

On Tue, Jul 29, 2014 at 2:44 PM, John Baker jba...@javasystemsolutions.com 
mailto:jba...@javasystemsolutions.com  wrote:

Hello,

This thread is rapidly becoming one of ARSlist's longest threads
(https://www.javasystemsolutions.com/arslist/view/89064249#message-thread)
:-)

I've looked at the conference agenda and it does feel more marketing
than substance. Perhaps John Sundberg can expand his KEG conference to
include a day of Remedy-things-for-keen-admins?


John

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
http://www.arslist.org 
Where the Answers Are, and have been for 20 years





 

-- 

John Sundberg

Kinetic Data, Inc.

Your Business. Your Process.

 

651-556-0930 tel:651-556-0930  I john.sundb...@kineticdata.com 
mailto:john.sundb...@kineticdata.com  

 http://www.kineticdata.com/ www.kineticdata.com I  
http://community.kineticdata.com/ community.kineticdata.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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Where the Answers Are, and have been for 20 years

Re: Change Mgmt. 8.1-approvers...

[Ken Pritchard]

This is something that I've had folks complain about since 4.5 - you'd think
BMC would put some type of a setting in the approvals where it could not
allow the tickets coordinator to not approve.  I know that gets into a bit
of what about some of the other assignees, but even a basic don't let the
submitter / coordinator approve their own requests would be helpful.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, July 24, 2014 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Mgmt. 8.1-approvers...

That is going to take some work. You will have to modify the 3-way join form
to include the CRQ Coordinator field and then fire a filter that errors if
the approver is the coordinator. 
Or enforce it via policy.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Thursday, July 24, 2014 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Change Mgmt. 8.1-approvers...

Hi,

Our change coordinators all have the role of change approvers as well.

I have a requirement to prevent any change coordinator from approving a CRQ
if they are the assigned coordinator.

Has anyone done this before?

Thanks,

Rick


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Re: Remedy Developer Performance Metrics

[Ken Pritchard]

This discussion / argument is no different than what we dealt with in the
1980's.  How do you measure Quality.  During that time I headed up a
software testing group that was working on automated testing (we actually
built our own tool back in the days of (dare I mention it) DOS.  We tried to
measure things like LOC, etc, but the more highly skilled developers did
things in less LOC than lower level folks.  Then there's the conundrum of
simple vs complex changes.  The best we could come up with was the number of
failures (as opposed to faults - refer to Boris Beizer on the difference
between the two) and the cost incurred in correcting a failure that was
released.  The system was an extensively used PC based financial application
used by as large number of clients.  Then we developed a method (since the
system communicated with our mainframe on a regular basis) to download
patches rather than have our regional force have to visit the client and
provide the updates.  Cost went way down on the cost to correct which then
skewed that metric.  Basically this is a metric that has been struggled with
since the inception of computers and seems to be a moving target based on
the technology, complexity of the system and cost to correct issues. 

 

Kind of goes back to that Fast, Accurate, Cheap concept - if it's in house
software vs a widely (ok so with the advent of 'cloud' this also has
changed) - if the developer is a salaried employee vs a consultant (ie fixed
cost or not) - how critical are the code changes from a data POV (ie the
risk if something goes wrong) - kind of reminds me of my days of Cost
Accounting in College - hurts to think about that stuff.

 

When I was working on project plans for major releases I always had folks
tell me that a developer can't estimate projects based on what they think it
would take THEM to do (as most developers that build project plans are
usually the more skilled folks) but what it would take an 'normal' person to
do the task.

 

I imagine the struggle will continue long past Remedy and technology as we
know it.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Thursday, June 5, 2014 4:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer Performance Metrics

 

** 

Quantity != Quality

 

--

Danny Kellett

dkell...@javasystemsolutions.com mailto:dkell...@javasystemsolutions.com 

 

 

 

On Thu, Jun 5, 2014, at 09:31 AM, Theo Fondse wrote:

**

Hi Charlie!

Although I have grown over the past few years to fully agree with LJ on this
subject, I can also understand the need for metrics to have something to go
by to know if our performance is on-par or not.

Sadly, measurements in the LOC style no longer give a true picture of actual
performance especially in terms of Remedy development.

The company I am currently working for has a 100% custom Remedy solution,
and are measuring performance based on number of requests closed per day
irrespective of workflow object count (but they include all types of
incidents, problems and change requests in this figure). 

In my opinion, this is a better performance metric than pure LOC count, but
is also flawed because some types of requests are quicker and easier to
close than others.

Shawn Pierson nailed it very well in his mail, if the purpose of the
exercise is to determine the quality of a Remedy developer or to guide
decisions around which questions your metrics should answer if you want your
company to keep the Remedy developer that will truly be most beneficial to
keep when the time comes to make those hard decisions.

Dave Shellman also pointed out the efficiency of code argument. 

I would like to add to what he said by pointing out that the better Remedy
Developer will: 

 1) Add config data to the system to configure it to do something rather
than write superfluous/duplicate code. 

 2) Pre-allocate field ID's and share Filters/Active Links between multiple
forms. 

These effectively lowers your LOC count and therefore LOC count does not
paint a true picture of quality or quantity of performance in such cases.

Server and network infrastructure performance also plays a role in developer
performance. 

If you are working on a server that takes 38 seconds just to open an active
link, you cannot be expected to churn hundreds of active links a day.

Anyone will be able to (intentionally or unintentionally) exploit LOC-based
metrics to their advantage by bloating their code, simply by: 

 1) Adding a number of extra Filters or Active links in stead of making
something data configurable or generic.

 2) Copy-Pasting Filters or Active Links rather than pre-allocating
fieldID's and sharing workflow between forms.

 3) Writing bloat-up Filters/Active Links that only seem to be doing
something relevant, but has no consequence to the actual functionality.

But, to answer your original question:

If the company insistence remains on measuring performance on 

Re: Remedy Developer Performance Metrics

[Ken Pritchard]

I’ll throw out the idea that another factor is whether the developer can find 
an OOB solution rather than code it (in the case of ITSM at least – custom apps 
are different), or to be ‘minimally invasive’ into OOB code and leverage what 
is already there.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Charlie Lotridge
Sent: Wednesday, June 4, 2014 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Developer Performance Metrics

 

** 

Hi all,

 

Thanks for all your responses.  And, while I didn't get quite what I was 
looking for, it's certainly my own fault for not starting with the more narrow 
question I eventually posed.  And even that I should have qualified by stating 
assuming perfectly efficient workflow.

 

I fully agree with all of the positions that the quantity of workflow varies 
significantly with the quality of that workflow, the complexity of the 
requirements, and many other factors.  I also agree that in isolation, 
workflow object count is a useless number.  I *do* think that as part of a 
broader set of measurable characteristics it can be used to say something 
useful about the developer, hopefully to be used constructively.  But this is a 
conversation that is diverging significantly from what I was looking for.

 

LJ, it's unfortunate that the poker point data was so misunderstood and 
misused, but I can only imagine that it must have been quite satisfying to the 
team that drove that point home with the 1000x formula.

 

I'll take you up on your offer to take this offline.  It might take me a while 
to put something together that makes sense, but please expect something within 
a day or so.

 

Thanks,
Charlie

 

On Wed, Jun 4, 2014 at 7:05 AM, LJ LongWing lj.longw...@gmail.com 
mailto:lj.longw...@gmail.com  wrote:

** 

Charlie,

I have a long standing hatred of performance metrics, that I won't go into the 
background for here, but I'll attempt to answer the basis of your question.

 

Where I work currently, we went through an 'Agile transformation' a few years 
back.  We all went through training on how to develop in an agile methodology, 
we discovered scrum masters, sprints, and all of the 'wonderfulness' of the 
agile methodology.  During our grooming sessions we played Agile Poker 
(http://en.wikipedia.org/wiki/Planning_poker) to estimate the level of effort 
of a given change.  The 'points' assigned to the modification gave an 
indication of how hard the change would be, and a 'velocity' was set that 
said...ok, during this sprint we can handle '50' points of effort, with a 
sprint typically lasting 2 weeks, it would be agreed by all parties involved 
that the team could develop and test those 50 points in that 2 week period...it 
is typically assumed that given a general scrum team that the velocity can 
increase x% each sprint as the team gets into the groove.

 

This process worked well for awhile until the 'metric' folks got a hold of 
these numbers.  The metric folks said ok...well, we will start measuring teams 
on performance based on these 'points'.  They started saying that this team was 
doing more work than that team because they were handling more points during a 
sprint...so one team started taking 3 0's onto the end of all of their points, 
they were then doing 1000 times more than any other team, and it became 
abundantly clear to the metrics folks that a 'point' system didn't determine 
how efficient a team was.

 

Even within my scrum team our point values variedif I was doing the work, I 
would assign the effort a 2 or 3...but if I knew that I wasn't going to the be 
the one doing the work, but instead, a junior member of the team, I would 
assign it a 5 or an 8 because they would need to do more research into the 
system to figure out how to get it done than I would because of my time on the 
team and knowledge of the inner workings of the app.

 

The fact that myself and the junior member of the team might generate the same 
code, and I would do it faster, doesn't indicate that I'm better than them, nor 
necessarily more productive...just have more background than another.

 

So...this long story is to say that every time I have ever encountered a 
performance metric that someone is trying to use to evaluate 'who is 
better'...I find that any metric that says 'lines of code per hour' or 'objects 
per day', etc don't show enough of the picture to properly evaluate someone.

 

I instead prefer a metric that works on the whole environment/person instead.  
I prefer to look at 'how does the developer interpret requirements, does the 
developer ask any questions for clarification, how efficient is the workflow 
that is developed, how many defects come back on the code that is developed, 
etc.

 

As others have pointed out400 objects that don't work well are worse than 
20 objects that work well.

 

Other factors that determine a good developer are ability to communicate with 
team 

Re: Service Action Example

[Ken Pritchard]

Maybe look at doing a (display only or regular) form for the background with a 
single call for ‘service’ – the display only form then does a series of ‘set 
fields’ in a filter from the various forms – then send the 10 fields back to 
the original form where the active link had the service action call – that 
would eliminate the back and forth between the client and server.

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety Khanna
Sent: Wednesday, June 4, 2014 5:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service Action Example

 

** 

Hi Laurent,

 

If I want to retrieve the values from 10 different forms then I need to add 10 
service actions in a single active link and 10 filters with service execution 
option correct?

In this case an active link will invoke 10 filters having service exeution 
option and go to server to retrive values from 10 different forms in a single 
trip - correct?

 

This is what I have understood till now. Slap me if you see me wrong anywhere.

 

On Thu, Jun 5, 2014 at 2:55 AM, laurent matheo lm...@me.com 
mailto:lm...@me.com  wrote:

** 

I guess what he meant is that if you do this this, you have n acls it makes 
n trips/calls to the ARS server (internet, then internal network between 
customer, mid-tier and ARS).
ACL1 (web browser) --internet-- Mid-tier --- ARS server (set field1)
ACL2 (web browser) --internet-- Mid-tier --- ARS server (set field2)
(...)
ACLn (web browser) --internet-- Mid-tier --- ARS server (set fieldn)


With service it would be kinda like this, one acl triggers one filter. This way 
there is only one trip using the whole internet, then internal network 
between customer, mid-tier and ARS, everything else would stay at ARS server 
level:
ACL1 which triggers service (web browser) --internet-- Mid-tier --- ARS 
server (Triggering Filter with Service)
_Filter called by 
service (ARS server) (set field 1)
_Filter called by 
service (ARS server) (set field 2)
_(...)
_Filter called by 
service (ARS server) (set field n)

And once it's done, the filter answers (hence the callback) once all actions 
are executed:
ACL1 which triggers service (web browser)  --internet-- Mid-tier --- ARS 
server (Triggering Filter with Service)

If I understand his example correctly, it just means that you save the trips 
user to mid-tier to ARS.

Service is kinda like callback indeed in C++ for example where in your software 
you call a dll, dll does all the heavy work and uses callback function to 
update your software on the status.
It's also like Ajax if you code HTML. You don't submit the page to send value 
to server, launch a code server side and gets its result.


At least that's how I see it.




On 04 Jun, 2014,at 10:39 PM, Sweety sweetykhann...@gmail.com 
mailto:sweetykhann...@gmail.com  wrote:

Indeed, I am not able to understand how to implement that example. How can 
service action perform the work of 10 active links at one server round trip?

Imagine I am using 10 active links with 10 different forms to set fields, how 
can I active this with single service action with just single server trip? This 
is what that blog is saying, right? I am not getting any hint how to prove and 
implement that example. 

I would appreciate if you help me to implement that code or give me an idea to 
prove that statement.

Cheers,
Sweety

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Re: Filter Escalation

[Ken Pritchard]

Escalations perform a 'query' if you will - thus they will act on all records 
meeting the run-if qualification.

Filters are based on (focus on) the record being submitted / modified, etc.  
But the focus is the record.  If you're doing a modify all action, the filter 
will fire on each within the modify all.  Now the actions within the filter (ie 
push field or set field from server) will have their own individual 'run if' 
clause or qualification where it could push fields to a series of records based 
on the qualification.  The action within the filter also gives you the 
opportunity to define what to do if no records match or multiple match.

Hope this helps a bit

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety
Sent: Monday, June 2, 2014 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Filter  Escalation

Hey LJ :) Good Morning/Afternoon/Evening.

What if I am not performing action only on single record? What in case of 
Modify All option. Imagine I wrote a filter;

Run If : 'Submitter' != $Null$
Action : Push Field : Update some entry.

In this case filter will act on all records where submitter is not null and 
will update entries as per push field. It is not just acting on current 
requests but others also.

Filters are acting on all matching requests.

Am I overthinking or Am I stupid?  Is it too hard for me to understand?

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Re: Email Notification with HTML format.

[Ken Pritchard]

There is a series of filters that do replace commands on the notifications.  
You may need to make sure the field is in the list of replaces – or add your 
own filter in the same execution order to replace #Task ID# with the value from 
the field. 

 

Most of those replace commands have the field as all upper case (#TASK ID# or 
#TASKID#)  Need to match it up against the replace commands.  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zandi
Sent: Friday, May 30, 2014 4:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Email Notification with HTML format.

 

** 

Sounds like a permission issue.  Field value might have to have public to get 
out

Sent from my iPhone


On May 30, 2014, at 2:32 PM, ersureshbe ersures...@gmail.com 
mailto:ersures...@gmail.com  wrote:

** 

Hi Todd,

Thanks for your valuable input. As per below statement, I have followed the 
below points.

1. Changed the HTML Page with Field value  as #$$Fieldname$$#.
2. Added this HTML page into AR System email template.
3. Changed the permission to public from task form, what are the fields called 
into HTML Page.
4. In work flow, the drop down has been changed into selected .
5. Clickedadd button choosed the required field.
6. In content template field choosed the template name, that means Template 
name from AR System email template.

but, notification triggered. There is no luck. The email notification showing 
as Task ID=$Task ID$. can you please help to fix this issue.

Regards,
Suresh Loganathan 

On May 29, 2014 10:06 PM, Arner, Todd [hidden email] wrote:

Hi Suresh,
In the HTML template you need to encapsulate the fields with #$$Field.Name$$#.  
I also needed to set the field permissions on the form  to public on the fields 
included in the template.  In addition, I needed to add the fields in the 
template to the Fields Section on the notify filter.  Change the drop-down to 
Selected and then click on the add button to add the fields that will display 
in the template.  This is what worked for me.

Hope that helps!
Todd Arner


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[hidden email]] On 
Behalf Of ersureshbe
Sent: Thursday, May 29, 2014 8:32 AM
To: [hidden email]
Subject: Email Notification with HTML format.

Hi Team,

I have created an filter to trigger an email notification for Assigned Group 
change. Used only Notify action and not used Sys:Notification Message
form. In that Notify action text field i mentioned the email notes. It's 
working fine. But, we need a HTML related notification. I have tried the 
following to get HTML related email template.

1. Created a HTML Page, What i want as Email notes.

http://ars-action-request-system.1093659.n2.nabble.com/file/n7596877/Email_Notification.bmp

2. Added into ARSystem Email Template form.

3. Called this template name into created Filter.

4. Triggering an email template but not contain exact value of the field.
Please refer above screen shot. Instaed of $Value$ needs to show exact value of 
that field.

Can you please help to fix this requirement.

Regards,

Suresh Loganathan.



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Re: 2 Remedy Installation using same database

[Ken Pritchard]

The folks here did something similar - they actually had a second app / db
server and wanted to combine the oracle db.  They created a new user (ie
Aradmin2) and did an export and import of the data from the db they were
removing to the other db as that second user.  The ar.conf file was then
changed to use this aradmin2 db user and it worked well.  

 

I'm not sure I'd combine a dev or test with production, but in our case it
was two different non-production systems.

 

Not sure if I explained that clearly enough, but maybe it will give you an
approach to think about.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Friday, April 4, 2014 6:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: 2 Remedy Installation using same database

 

** 

This approach should work assuming that you have modified old server
references in ar.conf/armonitor.conf/arsystem startup script etc.  However
if you are pointing this new server towards same ARSystem tablespace that is
already been used by your development server then how are you going manage
with Server Name hard-code references in the development db?

However, you can use this newly built system like any other server group
system works sharing common database, hence I trust it should work by just
copying file system and modifying according to the new server name and
paths.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ochavillo, Rafael John
Sent: 04 April 2014 13:36
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: 2 Remedy Installation using same database

 

** 

Hello Everyone,

 

I would just like to ask your help if my approach is possible in Remedy. 

 

I'm currently in the process of trying to make Remedy work on a Unix server.
What we did was to setup the server to have the same attributes as of the
current production. Copy all files, modify configuration files (ar.conf,
arsystem.lic, etc,) and the start-up script. Not really sure this will work
but we'd like to try. However, I don't have a test database to test with. So
my questions is that - would it be possible that I could point my test
Remedy to an Oracle DB that is already used by another Remedy instance
(development). I would just like to see if Remedy will work on that Unix
server without actually installing it.

 

My goal is quite ambitious and I'm not sure if it really works but I think
it's worth to try.

 

Any comments / suggestions ?

 

Thank you. :)

 

Regards,

Jojo Ochavillo

IT - Application Center of Excellence (ACE)

Support Tools Engineering Team

Office: (214) 567-0647

Email:  r-ochavi...@ti.com mailto:r-ochavi...@ti.com 

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Re: change location of field

[Ken Pritchard]

Exactly - and from what I understand, that's kind of the direction they are
looking to head in.  At least from what I heard is that they are going to
change to where they will convert everything to JS.  Just thinking out loud
(sort of) that maybe that will provide more flexibility to define things
like this.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Friday, April 4, 2014 10:39 AM
To: arslist@ARSLIST.ORG
Subject: change location of field

Pritch

But a Java based ARS does not fix the UI, which suffers from being
constructed by people using forms/workflow and not people who do nothing but
produce attractive, consistent, websites. There's a place for both sets but
only one set appear to be involved. 

One of the ways in which Mid Tier could be improved is to make more use of
JSPs/readable JS, separating view from logic. At present, Mid Tier spits it
out and there is little a third party can realistically do to improve it. 


John


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Re: Job Opening

[Ken Pritchard]

Could be, but it might be a dangerous assumption.  I've been contacted by folks 
in one state about positions in a totally different area. 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION 
OPERATIONS
Sent: Wednesday, January 29, 2014 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Job Opening

I think it's the Houston/Dallas area.  Just a guess since that's where the 
company is located.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Madhava Reddy
Sent: Wednesday, January 29, 2014 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Job Opening

**
Location,rate?



From: Chris Puente cjpuent...@yahoo.com;
To: arslist@ARSLIST.ORG;
Subject: Job Opening
Sent: Wed, Jan 29, 2014 3:33:17 AM 


Please respond to the email below:

Remedy Developer
Analyze, design, write program code, test, document, and implement functionally 
appropriately, technically sound, and well-integrated application systems in 
accordance with Customer requirements, and organizational methodologies and 
standards. Respond to production problems and implement immediate resolution 
when needed.
Primary Responsibilities:
• Maintain and configuration BMC Remedy applications • Support Remedy in all 
Operational Capacities to maintain uptime.
• Customize(including decommissioning/removing feature) BMC Remedy applications 
• Implement integrations with BMC Remedy applications • Troubleshoot and 
support BMC Remedy based applications and systems • Draft technical 
installation, configuration and customization specification documents • Conduct 
requirements gathering workshops • Draft use cases and functional requirements 
documents • Communicate strategies and best practices for product 
implementation • Design custom or product-based solutions based on BMC Remedy 
applications • Demonstrate BMC Remedy products to customers • Respond to 
customer requests for product or solution information • Estimate level of 
effort to design or deploy products or solutions • Draft proposals and 
statements of work for solutions • Provide technical assistance to end users in 
support of BMC Remedy



Regards,
 
Tyler Hagood
Technical Recruiter
A. D. Susman  Associates, Inc.
(O) 469.708.3633
(C) 469.417.8850
ty...@adsusman.com
www.adsusman.com

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Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

[Ken Pritchard]

Of course for those of us allergic to raw apples, make sure it's cooked
first

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 11:09 AM
To: arslist@ARSLIST.ORG
Subject: OTP: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Since it's a Friday and the birthday of the Mac, I thought that we should
all celebrate by eating a apple today.

 

http://www.gizmodo.co.uk/2014/01/happy-30th-birthday-macintosh-the-controver
sial-world-changer/

 

 

Howard Richter 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail = hrich...@richter-home.net mailto:hrich...@richter-home.net 

Linkedin profile http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 

 

 

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Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

[Ken Pritchard]

A la mode(m)?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 12:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Maybe baked with a little cinnamon. 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, January 24, 2014 12:48 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Of course for those of us allergic to raw apples, make sure it's cooked
first

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Friday, January 24, 2014 11:09 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: OTP: Happy 30th Birthday Macintosh, the Controversial World-Changer

 

** 

Since it's a Friday and the birthday of the Mac, I thought that we should
all celebrate by eating a apple today.

 

http://www.gizmodo.co.uk/2014/01/happy-30th-birthday-macintosh-the-controver
sial-world-changer/

 

 

Howard Richter 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail = hrich...@richter-home.net mailto:hrich...@richter-home.net 

Linkedin profile http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 

 

 

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Re: List Tickets That Have Been Reopened

[Ken Pritchard]

You can probably do something where the statushistory.time.resolved field is 
not null and the status is less than resolved.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Friday, January 10, 2014 9:51 AM
To: arslist@ARSLIST.ORG
Subject: List Tickets That Have Been Reopened

ITSM 764 sp2

Is there way to query for Incidents that have been reopened? I can get the list 
of Incidents that have been reopened and are currently still unresolved but 
need to be able to get all tickets, regardless of current status, that have 
been reopened.

Thank you

Frank Caruso

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Re: Suppress some notifications

[Ken Pritchard]

If it's based on a specific user, couldn't the notification preferences be
set for that user and event?  That can be done from the person record
(notification panel).

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, October 25, 2013 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Suppress some notifications

 

** 

Hi Sue,

 

That is a very good idea. I would like to do this on the HPD filter that
starts the process rather than the NTE filter that actually does the notify
because it is used by other applications. Any idea which HPD filter?

 

Mark

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Barber, Sue
Sent: Friday, October 25, 2013 11:06 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Suppress some notifications

 

** 

You might also be able to limit the email going out based on the user who is
creating the tickets.  If your event monitor has a specific user that is
used to create the tickets, then set the email qualification to not fire if
that is the user and the email won't be sent.

 

Sue 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Friday, October 25, 2013 10:58 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: Suppress some notifications

 

** 

Mark,

Are the Customer*+ and Contact+ the automated user?

Can you set the mail address to a non-functional address?

Or write a filter to mark the notification Sent as soon as it is created
for that specific Customer*+ or Contact+/

 

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 Brittain, Mark
Sent: Friday, October 25, 2013 10:47 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: EXTERNAL: Suppress some notifications

 

** 

Hi All   TGIF,

 

I have a requirement for an Incident where under certain conditions, the
notification on create and close are not to be sent to the Customer*+ or the
Contact+. One option would be to globally disable these notifications at the
notification engine level but since this is the exception rather than the
rule it would be better if I could just bypass the filter that starts the
notification process. A simple go-to would be much easier in this situation
and others if they come up. The incidents are being created from a
monitoring event though the Incident Interface Create form so active links
are not involved in the create process. Close process could either be manual
or automated. Anyone know what active link/filter would need to bypass?

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark

 

Mark Brittain

Remedy Developer, ITILv3 Foundation, CSI

NaviSite, Inc. - A Time Warner Cable Company

mbritt...@navisite.com mailto:mbritt...@navisite.com 

Office: 315.634.9337

Mobile: 315.882.5360



 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any printout.

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image001.gif

Re: Ad hoc Task sequencing.

[Ken Pritchard]

There is a field on the task form for sequence - you could let the users set
that when they create the Ad-Hoc task.  If the tasks are part of a change,
there are also arrows on the right side of the task window that allows you
to move the sequence of the task up or down.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, September 20, 2013 3:47 PM
To: arslist@ARSLIST.ORG
Subject: Ad hoc Task sequencing.

 

** 

Hi All  TGIF,

 

Typically it is Friday afternoon when things get quiet and I have the
opportunity to dig a little deeper into how ITSM works under the hood. Today
the topic is ad hoc tasks and sequencing. If I create a task, it gets
assigned Sequence 1. If I create another task, it gets assigned Sequence 2.
Task 2 only gets assigned after task 1 is closed. This is pretty cool but is
not always what I want to do.  In some cases I might want both task out at
the same time so they should both be Sequence 1. Or I might have realized
that the second task I created needs to be completed first.

 

So the question is: how do you manage the sequencing on a ad hoc task?
Either as a default or at runtime. I have been through the documentation and
Customer Config and have not stumbled upon the answer.

 

ARS 7.6.04 SP3

ITSM 7.6.04 SP3

 

Thanks

Mark

 

 

Mark Brittain

Remedy Developer

ITILv3 Continual Service Improvement

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com mailto:mbritt...@navisite.com 

Office: 315-634-9337

Mobile: 315-882.5360



 

 

  _  

This E-mail and any of its attachments may contain Time Warner Cable
proprietary information, which is privileged, confidential, or subject to
copyright belonging to Time Warner Cable. This E-mail is intended solely for
the use of the individual or entity to which it is addressed. If you are not
the intended recipient of this E-mail, you are hereby notified that any
dissemination, distribution, copying, or action taken in relation to the
contents of and attachments to this E-mail is strictly prohibited and may be
unlawful. If you have received this E-mail in error, please notify the
sender immediately and permanently delete the original and any copy of this
E-mail and any printout.

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image001.gif

Re: Auto-logout and session expiration on the midtier

[Ken Pritchard]

It’s actually a section 508 compliance issue – it’s one of the items where I 
keep telling BMC they are not 508 compliant but they insist on telling clients 
they are.  My client doesn’t agree.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lockwood, Teresa L
Sent: Wednesday, August 7, 2013 10:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Auto-logout and session expiration on the midtier

 

** 

Patrick - Here is how I tell my users to get around this.  The first window I 
have them open is the  Approval console.  Then from there they click Home which 
opens a new tab and then they can open whatever they want from there (Incident, 
Change, etc).  Then if they get a timeout on say a Change tab they can go back 
to that first Approval console tab and refresh the screen which prompts them to 
log back in.  Then they can go back to the Change tab and continue working 
without losing anything.  Note:  This only applies to the tabs that they have 
opened from the original Approval tab though.  

 



 

AR Server:  7.6.4 patch 4 on Windows 2008

SQL - Windows 2008

ITSM v7.6.4 patch 4

MidTier 8.1 Windows 2008

 

Terri

 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Snyder
Sent: Wednesday, August 07, 2013 10:00 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Auto-logout and session expiration on the midtier

 

Our users are getting frustrated with the way Remedy handles session expiration 
on the midtiers. If a session expires and you are in the middle of filling out 
a form, you receive no preliminary warning and no indication that your session 
has expired until you perform an action, which by then it is too late and you 
must open a new remedy session in another window and manually copy and paste 
the information from the incomplete form into a new form in order to save it 
(this is BMC's advised solution to the problem). I have been working on a way 
to notify the user that their session will be expiring but am running into 
issues. I realize this is a common issue but have yet to find any useful 
threads that answer my question in the forums.

 

So far I have been working with the existing client side status bar timer that 
is running based on the timeout settings it receives from the server upon 
session changes. I am showing the user a message when they have five minutes 
left and have given them a prompt which, through an ajax call, will reach out 
and touch the session on the server so that they can avoid the timeout, or if 
they choose they can immediately end their session. I also have it actively 
kicking the user off as soon as the session clock hits 00:00 and they have not 
chosen to extend their session.

 

The issue I am facing occurs when users have remedy running in multiple browser 
tabs. The client side clocks do not stay in sync and therefore the user may 
choose to extend their session on one tab but the client side timer from 
another tab will still expire and kick them out. I attempted to use a session 
variable to universally track the amount of time left and reach out to it 
incrementally to keep all the client windows in sync however, I realized that 
since I am reaching out and touching the session, remedy assumes this is action 
committed by the user and resets the session timer thus infinity extending the 
users session.

 

Regardless of my attempts summarized above, has anyone had any luck finding a 
method to make remedy's session expiration more user friendly? If I have missed 
an active thread with a solution to this please point me in that direction 
otherwise I would appreciate any solutions anyone can provide. 

 

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image001.pngimage002.jpg

Re: Recruiters Odd NDA

[Ken Pritchard]

Just my 2 cents - if I was uncomfortable with a couple items and it seemed a
bit strange, it probably wouldn't be worth pursuing.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Friday, August 2, 2013 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Recruiters Odd NDA

 

** 

I probably jumped the gun a little. On first read it seemed to be saying
that I was not allowed to look for a job anywhere while they are shopping my
resume around. Which sounded ridiculous. Now they are asking for my SS# and
have not even interviewed my. I dunno, I'm just uncomfortable with this
one..

 

 

  _  

From: Lisa Singh lisa.si...@gmail.com mailto:lisa.si...@gmail.com 
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG  
Sent: Friday, August 2, 2013 8:00 AM
Subject: Re: Recruiters Odd NDA


On 8/1/13, Roger Justice rjust2...@aol.com mailto:rjust2...@aol.com 
wrote:
 It is a non compete which is almost impossible to get a lawyer to take you
 to court for. If you live in a right to work state, which I do I have seen
 this tried and the court through it out.


I was going to post the same thing - non compete clauses are fairly
(well were) over here in the UK, but are utterly unenforceable. Double
check the NM law you're worried, but I wouldn't worry overly.

Lisa


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Re: Where can I Find SWXXXXXX Docs?

[Ken Pritchard]

Lisa - I believe that's a ticket number for their software defects.  BMC
Support would be the ones to contact on the status.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS
Sent: Friday, August 2, 2013 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Where can I Find SWXX Docs?

 

** 

I'm looking at the knowledge base on the Support Section of the BMC Website,
and I found something similar to my problem and it refers to a bug covered
in SW00275135.  

 

I did a search on SW00275135 in the knowledge base to get more info about
this bug (and is it going to be fixed in a later version?) and all I get is
the original article that references the SW number.

 

Does anyone know if where these are?  Or are they not viewable to us?

 

Lisa Kemes

Remedy Consultant

Dev Technology Group

DLA Office: (717) 770-6437

Cell Phone: (717) 602-9460

lisa.ke...@devtechnology.com mailto:lisa.ke...@devtechnology.com 

 

 

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Re: JOB: Remedy Developer with Custom Application Experience

[Ken Pritchard]

That's because we get so many of those type emails both through the list and
privately.  It's a matter of seeing where they came from.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abdullah Baytops
Sent: Friday, July 26, 2013 5:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: JOB: Remedy Developer with Custom Application Experience

 

** 

Is it me or when jobs are posted and they ask for responses offline people
forget that its a group in think they are special and this email was solely
for them.. lol

 

V/R
Abdul 

  _  

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
on behalf of Longwing, Lj [llongw...@usgs.gov]
Sent: Friday, July 26, 2013 4:51 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: JOB: Remedy Developer with Custom Application Experience

** 

there seems to always be one :)

 

On Fri, Jul 26, 2013 at 2:35 PM, Roger Justice rjust2...@aol.com
mailto:rjust2...@aol.com  wrote:

** Please do not reply to the ARSlist. Use the email in their signature. If
there is no email you will need to apply.



-Original Message-
From: Julie Sellers julsell...@yahoo.com mailto:julsell...@yahoo.com 
To: arslist arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Sent: Fri, Jul 26, 2013 4:29 pm
Subject: Re: JOB: Remedy Developer with Custom Application Experience

** 

Just found this in my Spam folder?!?!!!
I would be very interested in talking with you about this position!
I can do some travel now, but won't be long before I cannot so this could be
the perfect fit.
If you wouldn't mind, please give me a call so we can chat about this.
Thanks!!!...Julie

 

 


  _  


From: Starr Perkins sperk...@secureworks.com
mailto:sperk...@secureworks.com 
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG  
Sent: Thursday, July 25, 2013 11:36 AM
Subject: Re: JOB: Remedy Developer with Custom Application Experience

 

** 

Classification: //Dell SecureWorks/Confidential - Limited External
Distribution:

As an added bonus this can be a remote position. It would require a trip to
become familiar with the application and development cycle.

 

Starr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG? ] On Behalf Of
Tauf Chowdhury
Sent: Thursday, July 25, 2013 8:18 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: OT: JOB: Remedy Developer with Custom Application Experience

 

** 

Alan Truelove,

Before you respond, we know you are currently tied up with a gig :)

Sent from my iPhone


On Jul 25, 2013, at 10:11 AM, Starr Perkins sperk...@secureworks.com
mailto:sperk...@secureworks.com  wrote:

** 

Classification: //Dell SecureWorks/Confidential - Limited External
Distribution:

Do you miss working on custom applications? 

 

DellSecureWorks is growing fast and looking for another Remedy Developer to
our team. Apply online at:

http://jobs.dell.com/providence/engineering/jobid3871799-remedy-developer-de
ll-secureworks-jobs

 

Feel free to contact me directly if you would like additional details. 

 

Starr Perkins 

 

Starr Perkins

Principal Engineer - Remedy Development

DellSecureWorks

P: 505.306.5918

www.secureworks.com

 

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Re: huh? financial news for bmc ?

[Ken Pritchard]

Maybe one of the last - but not the last!  I made the mistake of creating a 
facebook acct - never really use it.  But now I get all these msgs from 
Facebook that I need to log in because someone has posted something - but when 
I get up there - I can't find anything.  I think it's just a ploy to have folks 
log in monthly to pad their stats.  Does anyone really look at the 
advertisements on those sites?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, May 24, 2013 12:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I think I am one of the last persons to have created a YouTube account! That I 
did only because a video I wanted to send to some of my friends of me 
struggling to drill some ice while ice fishing at the Matanuska Lake at Alaska, 
looked too funny not to share considering a local tour guide drilled like it 
was nothing! Me and one of my project manager were literally struggling to 
drill..

And this was only 2 months ago... It didn't even occur to me I could use 
YouTube to publish that video, and I was thinking other old school stuff like 
creating an FTP folder on my company FTP server...

Joe

-Original Message-
From: Howard Richter
Sent: Thursday, May 23, 2013 6:17 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

Joe,

Let me know when you post a YouTube of you on the Ukulele.

hbr

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, May 22, 2013 11:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I'm not even that close to retirement but for me I would like to not spend a 
lot of time trying to learn something new that would sustain my living, rather 
spend that time doing things I enjoy - lately its been photography once again - 
I used to be into it a long time ago until DSLR's killed the fun..

Another toy I have been increasingly become interested in is a Ukulele.

I can't imagine having to go through a significant amount of time not having 
time for things like that just because you need to learn something new to do 
for a living..

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, May 21, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

When you get to within 5 years or so of retiring, you certainly want to!  We 
'old dogs' that are up there and close to leaving the work force are not real 
interested in learning new tricks.  If we need to in order to be 'rewarded' we 
will, but the rewards are increasingly less interesting.

- Original Message -
From: Sylvain YVON sylvain.y...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 21, 2013 3:33:53 AM
Subject: Re: huh? financial news for bmc ?

**
I don't know, a developer and even a consultant should try and learn new stuff 
every day. Maybe at 50 the flame is gone, but we can't rely on a single vendor 
for our careers on the long term, can we ?




On Sun, May 19, 2013 at 9:35 PM, Joe D'Souza  jdso...@shyle.net  wrote:


Unless off course the plan is to cash the cow while it still alive and well 
with a who cares what happens to it after you get your money kind of an 
attitude..

I, just like you, am hoping to not have to learn new tricks either for at least 
as long as another decade.

Unless that trick happens to be around the Remedy Developer Studio as that 
might give Jason, Rod and I, some more material to present at the RUG :)

Joe



-Original Message-
From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Howard Richter
Sent: Saturday, May 18, 2013 10:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

Dan,

What all of my business classes and reading of the Wall Street Journal have 
taught me is that you need to have the plans in place before you make an offer 
on a company.

So I am sure that they had the plans drawn out of what they will be doing with 
Remedy and the other pieces of BMC, before they made the first offer.

And if Oracle was part of it, they reached out to them as well (either directly 
or indirectly).

I just want Remedy to be around for another 10 or so years, then I can retire 
and not need to learn something new. Its true what they say you can teach an 
old dog (or in this case Gator) new tricks.

Have a great weekend,

hbr

-Original Message-
From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of arslist
Sent: Saturday, May 18, 2013 12:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I'll pretend it is Friday: Oracle World is coincidentally the week before 
WWRUG13. They could announce there 

Re: huh? financial news for bmc ?

[Ken Pritchard]

Folks know that usually the best way to get me is either email or phone
(call, not text).  Even my kids ask me why I don't text - I tell them about
the old days where if you wanted to make a phone call you had to walk a mile
to the corner store where the 'community' phone was.   I wonder if we could
survive a day without cell phones, email, etc.

Heck, it's Friday so I can say this...

In the old days (once we did get a phone) if it rang, everyone looked at one
another to decide who would answer it.  Truth was it might ring ten times
before someone answered it.  Nowadays folks can't be ten feet from their
phone and if they don't answer it by the second ring they think the world
will come to an end.  There wasn't any answering machines either - if you
weren't there, you never knew someone was trying to get hold of you - they
had to actually call back.

And yes - I grew up where there was no plumbing in the house (although we
did have electricity - most of the time).

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, May 24, 2013 5:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I created a facebook account just to check out pictures some of my friends
post on there of our get togethers and parties - so I can view them without
having them have to email them which they used to before facebook.. But now
having a iPhone app for it, I don't sign off it, so maybe that's the reason
why I do not get such notifications except when someone specifically writes
something to me..

Maybe that's one way to not get email notifications from facebook.. just
don't sign off from it.. I think all of my contacts there know that I'm not
quick to respond to facebook messages except when I'm travelling when there
is nothing better to do in hotels..

Cheers




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, May 24, 2013 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

Maybe one of the last - but not the last!  I made the mistake of creating a
facebook acct - never really use it.  But now I get all these msgs from
Facebook that I need to log in because someone has posted something - but
when I get up there - I can't find anything.  I think it's just a ploy to
have folks log in monthly to pad their stats.  Does anyone really look at
the advertisements on those sites?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, May 24, 2013 12:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I think I am one of the last persons to have created a YouTube account! That
I did only because a video I wanted to send to some of my friends of me
struggling to drill some ice while ice fishing at the Matanuska Lake at
Alaska, looked too funny not to share considering a local tour guide drilled
like it was nothing! Me and one of my project manager were literally
struggling to drill..

And this was only 2 months ago... It didn't even occur to me I could use
YouTube to publish that video, and I was thinking other old school stuff
like creating an FTP folder on my company FTP server...

Joe

-Original Message-
From: Howard Richter
Sent: Thursday, May 23, 2013 6:17 PM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

Joe,

Let me know when you post a YouTube of you on the Ukulele.

hbr

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, May 22, 2013 11:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I'm not even that close to retirement but for me I would like to not spend a
lot of time trying to learn something new that would sustain my living,
rather spend that time doing things I enjoy - lately its been photography
once again - I used to be into it a long time ago until DSLR's killed the
fun..

Another toy I have been increasingly become interested in is a Ukulele.

I can't imagine having to go through a significant amount of time not having
time for things like that just because you need to learn something new to do
for a living..

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, May 21, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

When you get to within 5 years or so of retiring, you certainly want to!  We
'old dogs' that are up there and close to leaving the work force are not
real interested in learning new tricks.  If we need to in order to be
'rewarded' we will, but the rewards are increasingly less interesting.

- Original Message -
From

Re: Friday Humor - The Green Thing (Eco Friendly Iniative)

[Ken Pritchard]

And stores were NOT open on Sunday.  No mall or shopping center to go to.
You HAD TO spend time with the family.

Come to think of it, last weekend my Honey Do list included putting up a new
clothesline - I don't know which would be more amusing - making the
young'uns go a week living like we use to or having those of my generation
be required to live in today's modern world for a week.  Glad it's about
time for me to head for the hills for the weekend - here's to the still (no
not that type) of the mountain.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of bullcreek.com
Sent: Friday, May 24, 2013 8:41 PM
To: arslist@ARSLIST.ORG
Subject: OT: Friday Humor - The Green Thing (Eco Friendly Iniative)

Since it is Friday and it has been one of those weeks I feel compelled to
put what an (older) friend sent to me here.  I do live in Austin, TX, after
all (where plastic bags are now banned, and you get charged for paper bags -
Except at Target, apparentyl) 

.
Checking out at the store, the young cashier suggested to the me the other
day, that I should bring my own grocery bags because plastic bags weren't
good for the environment.

I apologized and explained, We didn't have this green thing back in my
earlier days.

The clerk responded, That's our problem today. Your generation did not care
enough to save our environment for future generations.

She was right -- our generation didn't have the green thing in its day.

Back then, we returned milk bottles, soda bottles and beer bottles to the
store. The store sent them back to the plant to be washed and sterilized and
refilled, so it could use the same bottles over and over. So they really
were recycled.
But we didn't have the green thing back in our day.

Grocery stores bagged our groceries in brown paper bags, that we reused for
numerous things, most memorable besides household garbage bags, was the use
of brown paper bags as book covers for our school books. This was to ensure
that public property, (the books provided for our use by the school) was not
defaced by our scribblings. Then we were able to personalize our books. But
too bad we didn't do the green thing back then.

We walked up stairs, because we didn't have an escalator in every store and
office building. We walked to the grocery store and didn't climb into a
300-horsepower machine every time we had to go two blocks. But she was
right. We didn't have the green thing in our day.

Back then, we washed the baby's diapers because we didn't have the
throw-away kind. We dried clothes on a line, not in an energy gobbling
machine burning up 220 volts -- wind and solar power really did dry our
clothes back in our early days. Kids got hand-me-down clothes from their
brothers or sisters, not always brand-new clothing. But that young lady is
right, we didn't have the green thing back in our day.

Back then, we had one TV, or radio, in the house -- not a TV in every room.
And the TV had a small screen the size of a handkerchief (remember them?),
not a screen the size of the state of Montana . In the kitchen, we blended
and stirred by hand because we didn't have electric machines to do
everything for us. When we packaged a fragile item to send in the mail, we
used wadded up old newspapers to cushion it, not Styrofoam or plastic bubble
wrap. Back then, we didn't fire up an engine and burn gasoline just to cut
the lawn. We used a push mower that ran on human power. We exercised by
working so we didn't need to go to a health club to run on treadmills that
operate on electricity.
But she's right; we didn't have the green thing back then.

We drank from a fountain when we were thirsty instead of using a cup or a
plastic bottle every time we had a drink of water. We refilled writing pens
with ink instead of buying a new pen, and we replaced the razor blades in a
razor instead of throwing away the whole razor just because the blade got
dull. But we didn't have the green thing back then.
Back then, people took the streetcar or a bus and kids rode their bikes to
school or walked instead of turning their moms into a 24-hour taxi service.
We had one electrical outlet in a room, not an entire bank of sockets to
power a dozen appliances. And we didn't need a computerized gadget to
receive a signal beamed from satellites 2,000 miles out in space in order to
find the nearest burger joint. But isn't it sad the current generation
laments how wasteful we older folks were just because we didn't have the
green thing back then?
..

Phil Bautista
http://www.wwrug.com/contact_phil.html
512-731-0304


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Re: huh? financial news for bmc ?

[Ken Pritchard]

If I could figure out my way around the dern website I'd do that !

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, May 24, 2013 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

 

** 

You can change the settings to turn off all notifications. Most of us do
that. 

Rick

On May 24, 2013 11:35 AM, Joe D'Souza jdso...@shyle.net
mailto:jdso...@shyle.net  wrote:

I created a facebook account just to check out pictures some of my friends
post on there of our get togethers and parties - so I can view them without
having them have to email them which they used to before facebook.. But now
having a iPhone app for it, I don't sign off it, so maybe that's the reason
why I do not get such notifications except when someone specifically writes
something to me..

Maybe that's one way to not get email notifications from facebook.. just
don't sign off from it.. I think all of my contacts there know that I'm not
quick to respond to facebook messages except when I'm travelling when there
is nothing better to do in hotels..

Cheers




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Ken
Pritchard
Sent: Friday, May 24, 2013 9:17 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

Maybe one of the last - but not the last!  I made the mistake of creating a
facebook acct - never really use it.  But now I get all these msgs from
Facebook that I need to log in because someone has posted something - but
when I get up there - I can't find anything.  I think it's just a ploy to
have folks log in monthly to pad their stats.  Does anyone really look at
the advertisements on those sites?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe
Martin D'Souza
Sent: Friday, May 24, 2013 12:23 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

I think I am one of the last persons to have created a YouTube account! That
I did only because a video I wanted to send to some of my friends of me
struggling to drill some ice while ice fishing at the Matanuska Lake at
Alaska, looked too funny not to share considering a local tour guide drilled
like it was nothing! Me and one of my project manager were literally
struggling to drill..

And this was only 2 months ago... It didn't even occur to me I could use
YouTube to publish that video, and I was thinking other old school stuff
like creating an FTP folder on my company FTP server...

Joe

-Original Message-
From: Howard Richter
Sent: Thursday, May 23, 2013 6:17 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

Joe,

Let me know when you post a YouTube of you on the Ukulele.

hbr

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe
D'Souza
Sent: Wednesday, May 22, 2013 11:32 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

I'm not even that close to retirement but for me I would like to not spend a
lot of time trying to learn something new that would sustain my living,
rather spend that time doing things I enjoy - lately its been photography
once again - I used to be into it a long time ago until DSLR's killed the
fun..

Another toy I have been increasingly become interested in is a Ukulele.

I can't imagine having to go through a significant amount of time not having
time for things like that just because you need to learn something new to do
for a living..

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of
pritch
Sent: Tuesday, May 21, 2013 10:23 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

When you get to within 5 years or so of retiring, you certainly want to!  We
'old dogs' that are up there and close to leaving the work force are not
real interested in learning new tricks.  If we need to in order to be
'rewarded' we will, but the rewards are increasingly less interesting.

- Original Message -
From: Sylvain YVON sylvain.y...@gmail.com mailto:sylvain.y...@gmail.com

To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Sent: Tuesday, May 21, 2013 3:33:53 AM
Subject: Re: huh? financial news for bmc ?

**
I don't know, a developer and even a consultant should try and learn new
stuff every day. Maybe at 50 the flame is gone, but we can't rely on a
single vendor for our careers on the long term, can we ?




On Sun, May 19, 2013 at 9:35 PM, Joe D'Souza  jdso...@shyle.net
mailto:jdso...@shyle.net   wrote

Re: huh? financial news for bmc ?

[Ken Pritchard]

Haha (which is the older generation way of saying LOL).  Not quite there and
figure I'll be long retired before 80.  I've actually set a goal which is
less than 5 years out.  I plan on enjoying life.  Don't need much, just a
country way of life.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Friday, May 24, 2013 6:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

 

** 

Thank you Ken for making feel younger.  I have put a goal for retirement of
80 years old, which after reading your last post I'm thinking you've reached
that goal already!  

 

Susan  :) 

 

On Fri, May 24, 2013 at 4:42 PM, Ken Pritchard pri...@ptd.net
mailto:pri...@ptd.net  wrote:

Folks know that usually the best way to get me is either email or phone
(call, not text).  Even my kids ask me why I don't text - I tell them about
the old days where if you wanted to make a phone call you had to walk a mile
to the corner store where the 'community' phone was.   I wonder if we could
survive a day without cell phones, email, etc.

Heck, it's Friday so I can say this...

In the old days (once we did get a phone) if it rang, everyone looked at one
another to decide who would answer it.  Truth was it might ring ten times
before someone answered it.  Nowadays folks can't be ten feet from their
phone and if they don't answer it by the second ring they think the world
will come to an end.  There wasn't any answering machines either - if you
weren't there, you never knew someone was trying to get hold of you - they
had to actually call back.

And yes - I grew up where there was no plumbing in the house (although we
did have electricity - most of the time).


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe
D'Souza

Sent: Friday, May 24, 2013 5:36 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

I created a facebook account just to check out pictures some of my friends
post on there of our get togethers and parties - so I can view them without
having them have to email them which they used to before facebook.. But now
having a iPhone app for it, I don't sign off it, so maybe that's the reason
why I do not get such notifications except when someone specifically writes
something to me..

Maybe that's one way to not get email notifications from facebook.. just
don't sign off from it.. I think all of my contacts there know that I'm not
quick to respond to facebook messages except when I'm travelling when there
is nothing better to do in hotels..

Cheers




-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Ken
Pritchard
Sent: Friday, May 24, 2013 9:17 AM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

Maybe one of the last - but not the last!  I made the mistake of creating a
facebook acct - never really use it.  But now I get all these msgs from
Facebook that I need to log in because someone has posted something - but
when I get up there - I can't find anything.  I think it's just a ploy to
have folks log in monthly to pad their stats.  Does anyone really look at
the advertisements on those sites?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe
Martin D'Souza
Sent: Friday, May 24, 2013 12:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: huh? financial news for bmc ?

I think I am one of the last persons to have created a YouTube account! That
I did only because a video I wanted to send to some of my friends of me
struggling to drill some ice while ice fishing at the Matanuska Lake at
Alaska, looked too funny not to share considering a local tour guide drilled
like it was nothing! Me and one of my project manager were literally
struggling to drill..

And this was only 2 months ago... It didn't even occur to me I could use
YouTube to publish that video, and I was thinking other old school stuff
like creating an FTP folder on my company FTP server...

Joe

-Original Message-
From: Howard Richter
Sent: Thursday, May 23, 2013 6:17 PM Newsgroups:
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

Joe,

Let me know when you post a YouTube of you on the Ukulele.

hbr

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Joe
D'Souza
Sent: Wednesday, May 22, 2013 11:32 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: huh? financial news for bmc ?

I'm not even that close to retirement but for me I would like to not spend a
lot of time trying to learn something new

Re: ITSM 7.6.04 SP4 to ITSM 8.x

[Ken Pritchard]

I'll be going from 7.6.03 to 8.x in the near future.  I asked this question
at an area RUG and was told it would be a two week process to upgrade
production once I got there.  They said I should have a separate machine and
do the upgrade then do a delta data migration.  Of course being the
obstinate person I am and with the client having a lack of resource to buy
another box, I'm figuring once I get the gameplan together in dev it
shouldn't take that long.  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Friday, May 17, 2013 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 SP4 to ITSM 8.x

 

** 

I am about upgrade our development/testing 7.6.04 to 8.x.  Retaining 7.6.04
ITSMs except for SRM, SLM, and Atrium. 

I will let you know how it goes.

On May 17, 2013 12:52 PM, Sanford, Claire
claire.sanf...@memorialhermann.org
mailto:claire.sanf...@memorialhermann.org  wrote:

Does anyone have an idea of what kind of time factor it would take to move
from ITSM 7.6.04 SP4 to ITSM 8.x ?

Are there any gotcha type issues?  Special considerations?  Do the overlays
really work/help?  We are about to populate the SMDB with all of the data
center assets, is this something that would be better done in 8.x?

We just hit our 1 year out on ITSM 7.6.04  and now management would like to
move to ITSM 8.x.



Thank you!


ITSM 7.6.04 SP4
ARS 7.6.04 SP4
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org
mailto:claire.sanf...@memorialhermann.org 




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_ARSlist: Where the Answers Are and have been for 20 years_ 


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Re: DSO - issues on 7.6.04?

[Ken Pritchard]

One thing I found with earlier versions (might be corrected in V7.6.04) as 
recent as 7.6.03 was that the system sometimes didn't store (encrypt) the DSO 
password for the target machine correctly.  A trick I found is to go into the 
ar.conf file (I'm on Solaris) and cut the DSO password for server A from the 
conf file on server A and paste it into the line of the server B conf file for 
the target DSO password for server A.  Didn't even have to restart the DSO 
process - picked it right up and started transferring.  Just passing that along 
as an option to try - only takes a minute to check.
  - Original Message - 
  From: Mueller, Doug 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, January 23, 2013 4:22 PM
  Subject: Re: DSO - issues on 7.6.04?


  ** 
  Dave,

   

  Well the message says Access problem when trying to get the remote 
definition..

   

  So, the question that immediately comes to mind is whether you have 
configured the appropriate passwords

  for the DSO user to be able to access the remote system? 

   

  You can get from B to A but not from A to B.  You can get from A to A and 
from B to B.

   

  Well, B has a DSO password and you have to configure A to have that password 
so that it can talk with B.

   

  I would check the configuration (configured on the Server Information form) 
on system A - the one you

  cannot call from - to make sure that system B is registered with a password.  
If there is a password, it will

  not show you the value so you might try entering the right value and saving 
just to be sure that you have the

  right value configured.

   

  Then, see where that leaves you.


  But, an error of an access problem is related to password problems or port 
configuration problems or

  something that prevents the DSO process on system A from accessing system B 
for interaction.

   

  Hopefully this gives a hint that helps in finding a solution,

   

  Doug Mueller

   

  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
  Sent: Monday, January 21, 2013 7:10 AM
  To: arslist@ARSLIST.ORG
  Subject: DSO - issues on 7.6.04?

   

  ** All,

  We're not using DSO much - currently only for one transaction type, which is 
basically a password sync option between our (in house) incident system running 
on 7.0.01 and an ootb change management application running on 7.5 (incident 
and its server has always been the primary application)

  In the process of upgrading the 7.0.01 server to 7.6.04 patch 004, and I'm 
trying to replicate the DSO functionality between our test environments.  Its 
licensed on all of them, but when trying to send a DSO transaction from 7.6.04 
to either a 7.0.01 or 7.5 server I'm always getting :

  ** WARNING ** Access problem trying to get target form definition,  later...  
(Mon Jan 21 2013 14:40:40.9342)

  I've been able to issue DSO transactions the other way round, from 7.5 or 
7.0.01 to 7.6.04, but totally unable to send the other way.  Is there an issue 
using DSO transactions from a newer version to an older version?

  All servers are running on Solaris/Oracle, DSO is licensed on all servers, 
and all servers can issue DSO transactions to themselves (ie. the most basic 
DSO transaction works without issue).

  Regards

  Dave Barber
  _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: ServiceNow as SRM replacement?

[Ken Pritchard]

Probably also a cost savings - that seems to be more important in this 
environment and can outway increases in functionality.  I think a lot of 
companies these days are going away from constant changes to the system 
towards just set it up for me and let me go - thus reducing the need for an 
IT shop.
- Original Message - 
From: Lee Cullom lee.cul...@northcraftanalytics.com

Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Friday, January 11, 2013 9:37 AM
Subject: Re: ServiceNow as SRM replacement?


Tauf,

Note: Implementation of ServiceNow's Service Catalog is extremely 
time-consuming as compared to SRM.  It has a great interface for 
demonstrations, but you might want to consider having a look at this for 
more detail (see change as a requestable offering in Remedy vs. SNOW):


http://www.itsmuniversity.net/service-now-vs-remedy-change-management/


Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM

http://www.northcraftanalytics.com
Click on View Demo to see the product in action


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury

Sent: Thursday, January 10, 2013 6:38 PM
To: arslist@ARSLIST.ORG
Subject: ServiceNow as SRM replacement?

All,
A little birdie was chirping the other day and I heard something about SNow 
having an integration or some type of implementation scenario where it is 
taking the place of SRM But still have AR and ITSM on the fulfillment side. 
I'm sure it's possible but my question to you folks

is:
1. Have you done it
2. If so, what gives? How'd it go?

I understand the drawbacks so we don't have to go there but feel free if 
you'd like :)


Sent from my iPhone

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Re: ServiceNow as SRM replacement?

[Ken Pritchard]

Or maybe folks are opting for less functionality with these types of systems - 
less bells and whistles - just do whats needed to get the job done. 
  - Original Message - 
  From: Joe D'Souza 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, January 11, 2013 1:08 PM
  Subject: Re: ServiceNow as SRM replacement?


  ** 
   

  Like this person said - cost of the product itself. Sometimes a short term 
vision for short term gains can lead to long term losses. Then again it could 
be lack of funding itself. With the economy that is perhaps barely recovering, 
I would think that is more of a reason than a lack of vision of long term 
losses. They just take that chance of shooting themselves in the foot and then 
see how far you can run J.

   

  Joe

   


--

  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes
  Sent: Friday, January 11, 2013 8:52 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: ServiceNow as SRM replacement?

   

  ** 

  Why do people feel the need to switch to Service Now to begin with?  Just 
curious.

   

  Lisa Kemes

  On Thu, Jan 10, 2013 at 6:37 PM, Tauf Chowdhury taufc...@gmail.com wrote:

  All,
  A little birdie was chirping the other day and I heard something about
  SNow having an integration or some type of implementation scenario
  where it is taking the place of SRM But still have AR and ITSM on the
  fulfillment side. I'm sure it's possible but my question to you folks
  is:
  1. Have you done it
  2. If so, what gives? How'd it go?

  I understand the drawbacks so we don't have to go there but feel free
  if you'd like :)

  Sent from my iPhone 

  _ARSlist: Where the Answers Are and have been for 20 years_

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Re: Happy 12/21/2012

[Ken Pritchard]

all of this end of the world talk is enough gloom and doom to make me jump 
off the (fiscal) cliff.


- Original Message - 
From: Samuel J Albury III sjalb...@dne-llc.com

Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Friday, December 21, 2012 4:15 PM
Subject: Re: Happy 12/21/2012


hahahahha. That's hysterical.

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Re: Query for tickets between 8 PM and 4 AM the following day

[Ken Pritchard]

Hi Jason,

   I'm probably thinking a bit simplisticly, but couldn't you do the following:

'Arrival Time' = 5/1/2012 08:00:00 PM AND 'Arrival Time' = 5/2/2012 
04:00:00 AM



  - Original Message - 
  From: Jason Miller 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, November 07, 2012 5:02 PM
  Subject: Query for tickets between 8 PM and 4 AM the following day


  ** I am trying to run a quick and dirty search of tickets submitted from 8 PM 
and 4 AM the following day.  I using this query:


  (( 'Arrival Time' - 1/1/1970)+3600) % 86400) = (20 * 3600)) AND 
'Arrival Time' - 1/1/1970 )+3600) % 86400)  (24 * 3600))) AND 'Arrival 
Time'  5/1/2012 AND 'Arrival Time'  5/2/2012) OR (( 'Arrival Time' - 
1/1/1970)+3600) % 86400) = (0 * 3600)) AND 'Arrival Time' - 1/1/1970 
)+3600) % 86400)  (4 * 3600))) AND 'Arrival Time'  5/2/2012 AND 'Arrival 
Time'  5/3/2012)



  I broke it down into two parts. To the left of the OR finds 8 PM to midnight 
and to the right of the OR finds midnight to 4 AM of the following day.  When I 
run each half separate it returns the expected results.  When I combine the two 
with the OR I only get results for the half (8 to midnight).


  I am sure I am missing something simple.  Maybe it is time for some afternoon 
coffee?  Does anybody see my mistake?

  Thanks,
  Jason
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Re: Colorado Springs, CO

[Ken Pritchard]

I happen to live in Podunk America (actually Rural Pennsyltucky) - maybe 
that's why everywhere I look things seems to be so expensive.  Currently 
working an assignment in the DC area - WAY too many people and the housing 
is WAY too expensive.


Thanks for the info

- Original Message - 
From: Longwing, LJ CTR MDA/IC lj.longwing@mda.mil

Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Wednesday, October 24, 2012 9:18 AM
Subject: Re: Colorado Springs, CO


Unfortunately, I've lived in Colorado for my entire life, splitting the 
first half with Denver, second half in Colorado Springs.  Monster says 
Denver is about 20% more expensive to live in than Colorado Springs, but I 
can't necessarily agreebut I'll tell you that every time I've done a 
calculation to move somewhere else, unless it's Podunk America, it's more 
expensive than living hereanyone truly interested, I suggest as others 
haveare you coming out on the week and going home on the weekend, or 
are you moving, if moving, connect with a realtor and check out prices of 
places and determine parts of town that you might want to live in, 
determine commute times, etcthese are all general things that any 
responsible person needs to do when looking to relocate anywhere in the 
country :)


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch

Sent: Tuesday, October 23, 2012 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: Colorado Springs, CO

I've heard it's fairly expensive to live out there.  How does cost of 
living stack up to the rest of the country?


- Original Message -
From: Joe Martin D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG
Sent: Tuesday, October 23, 2012 4:37:10 PM
Subject: Re: Colorado Springs, CO

**


I agree with Rick.. I have been to CO and love it there, but the weather 
can be so unpredictable even in the month of April.. It can begin at 8:00 
with sunshine and at 70 degrees F, and you could have 6 to 12 inches of 
snow by 6:00 PM – this actually happened a couple of years ago when I was 
there, and then next morning by 9:00 there was no sign that it snowed.. 
But it’s a lot better earlier in the year when you know it will be cold 
most of the time, and a little later in the year where its hot almost all 
the time..


Joe




From: Rick Cook
Sent: Tuesday, October 23, 2012 11:44 AM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: JOB: Colorado Springs, CO

**
Factors:
1) Colorado Springs is a beautiful place, but is kinda remote and not 
everyone's cup of tea.

2) Spending the winter someplace cold might not appeal to some.
3) Yes, the market is pretty strong.

Rick

On Tue, Oct 23, 2012 at 11:40 AM, Lisa Kemes  lisa.ke...@gmail.com  
wrote:



** That's because it would be impossible to replace you LJ! :)

Lisa




On Tue, Oct 23, 2012 at 11:29 AM, Longwing, LJ CTR MDA/IC  
lj.longwing@mda.mil  wrote:



Really? A few weeks ago I posted that I have an opening at my company for 
a Remedy Developer with ITSM experience in Colorado Springs and the only 
responses I got back where asking where I was going. Is the remedy market 
so strong at the moment that everyone is fully employed, and happy where 
they are? Are there really not enough Remedy Developers in the market to 
support the current demand?this is a good thing mind you, but I'm 
looking for my replacement and can't seem to find one...


Remedy 7.5, upgrading to 8.0 in the near future
Full ITSM Suite, with customizations that need to be migrated
Secret Security clearance either already obtained, or obtainable necessary

Resumes of interested parties will be forwarded to corporate recruiter for 
contact _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


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Re: SRM - Blank requests

[Ken Pritchard]

I think we found that it is a size limitation on a field when an answer exceeds 
255 characters (may not be the right length, but it was a length).  BMC has a 
KB on it and the solution was to increase the size of a field to 4000 - but I 
can't recall the field.  Maybe someone here can fill in the rest of the details.
  - Original Message - 
  From: Chris 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Friday, October 12, 2012 10:59 AM
  Subject: Re: SRM - Blank requests


  ** Hi All,


  Wanted to revisit this to see if anyone has found an root cause here? 


  We are also seeing sporadic instances where the questions / answers are not 
populating in 'SRD:MultipleQuestionResponse' for one service. We are unable to 
duplicate. I checked the form for NULL SRInstanceID's as suggested above, but 
didn't find any.


  Thanks,
  Chris

  On Monday, October 1, 2012 9:53:04 AM UTC-5, (unknown) wrote:
Hi Christine, 
I have seen this several times as well. The Service Requests is submitted 
without Questions/Answers (responses). It seems to be random. 

The Questions/Answers still exist in the SRD:MultipleQuestionResponse 
form, but do not have an SR Instance ID 

I have been able to fix those requests by adding the correct SR Instance 
ID. 

BMC said it may be java related because the Instance ID is generated 
through java, but I have not been able to confirm. 

I have investigated off and on for several months with no luck. I have not 
been able to reproduce the behaviour myself whichs makes it difficult to 
track down. 

Please let me know if you find a solution, and I will do the same. 

Thank you 

Les Ganton 

 The request record does get created successfully just blank!  Right now 
we 
 are using just the standard SRM SRDs and AOTs, simple design, nothing 
 complex. 
 
 I have received a few ideas and will let you know how we make out!  
Thanks 
 so much for everyone's response! 
 
 Thanks 
 c 
 
 From: Action Request System discussion list(ARSList) 
 [mailto:ars...@arslist.org] On Behalf Of Pierson, Shawn 
 Sent: Friday, September 28, 2012 11:27 AM 
 To: ars...@arslist.org 
 Subject: Re: SRM - Blank requests 
 
 ** 
 Are you using Advanced Interface Forms?  If you're using standard SRM 
SRDs 
 and AOTs I would look at the mappings on the SRD first.  Also you didn't 
 mention whether the Service Request record gets created successfully, or 
 if it's messed up from the beginning.  I've had issues with the mapping 
 from the Service Request to the Work Order on a really old version of 
SRM, 
 I think 2.1, but only for an AIF at that point. 
 
 Thanks, 
 
 Shawn Pierson 
 Remedy Developer | Energy Transfer 
 
 From: Action Request System discussion list(ARSList) 
 [mailto:ars...@arslist.org] On Behalf Of Christine Milton Hall 
 Sent: Friday, September 28, 2012 9:31 AM 
 To: ars...@arslist.orgmailto:arslist@ARSLIST.ORG 
 Subject: SRM - Blank requests 
 
 ** 
 Hoping someone can help me out! 
 
 We have implemented SRM and we are having a intermittent problem with the 
 data from the questions not being saved and creating Blank Requests.  Has 
 anyone else seen this issue and if so, help to guide me where to look? 
 
 All of our service categories are simple flows - 1 Request to 1 work 
 order.  It occurs with any one of the service categories, so no one 
 specific one is the problem 
 
 Our environment: 
 
 ARS: AR Server 7.5 .00 Patch 002 
 Atrium CMDB: 7.5 .00 Patch 005 
 ITSM: 7.5 .01 Patch 001 
 SRM: 7.6.00 Patch 001 
 Database : SQL 2005 version 5.2.3790 
 
 Anyone's help will be greatly appreciated! 
 
 Thanks 
 christine 
 
 
 
 
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Re: 6-8 project - Remote

[Ken Pritchard]

I doubt the BMC folks that actually do the work get 110-115 per hour.  There 
may be a few top notch individuals that can garner that type of salary, but 
I'd guess that most Remedy Dev/Admiins are earning about a third or so of 
that.  Based on the conversations I've had with several recruiters recently 
(many of which post their openings on this list) folks are lucky right now 
to get half that amount.  I'm not suggesting I'm as talented as most on this 
board, but speaking as an average person the rates below don't sound very 
realistic.


Rather than a couple top level developers putting out the info, maybe we 
could hear from some of the recruiters that are reading this regarding the 
rates they are seeing.



- Original Message -From: Joe Martin D'Souza jdso...@shyle.net
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Friday, August 17, 2012 4:13 PM
Subject: Re: 6-8 project - Remote


I agree with Ray that this may not be a 'technical' topic but its not off 
topic either (unless off course Dan disagrees :-) )


Its healthy for us to get a feel of what the current market rates are. I 
know it all depends on experience and all that good stuff too.. But in 
this changing market times, its very easy to get short changed if we do 
not have room for discussing such things openly..


In my experience on this topic I think a good healthy rate these days is 
about of 110 - 115.. - pad in local travel and expenses and that computes 
to about 125 - 130..


110 - 115 + TE when there is commute involved would be a good rate for 
remote projects.


I know BMC charges about 250/hr if its consultants are sent on site.. Any 
idea of what they charge if the project would require only offsite 
resource?


Joe

-Original Message- 
From: Ray Palla
Sent: Friday, August 17, 2012 12:54 PM Newsgroups: 
public.remedy.arsystem.general

To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote

Actually Pritch;

The On-Behalf of post had this: Petrie-Smith, Emma
[epetr...@teksystems.com]

After contacting her directly (off-the-list) and understanding her 
position, I gave her the same response that I then posted on the list. 
Just my 2-cents.  I believe these things should be openly discussed in the 
ARSlist. After all, rates and supply/demand are very relevant for all of 
us.


You might do it for $50, but there are a lot of listers who just don't 
have to.  That said, I'm trying to help recruiters understand the current 
market and what it takes to get the best guy for the job.  In the case of 
KS, I wouldn't recommend to them that they try to fix a late running 
project with anything other than a senior guy.  We are talking 7.6.04 
here.


R

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Friday, August 17, 2012 11:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote

Youd probably get several folks willing to do the $50 per hour for a 
remote gig, but you'd need to have another way to contact the requester. 
They didn't put an alternate contact on the initial email and most folks 
are aware to not respond to this type of item directly on the ARSlist.


- Original Message -
From: Ray Palla ray.pa...@insona.com
To: arslist@ARSLIST.ORG
Sent: Friday, August 17, 2012 12:03:03 PM
Subject: Re: 6-8 project - Remote

**
You're right Tauf;

Also, this is a mostly remote gig.  That is a huge plus!  I would quote 
$97.50/hr + TE on this one and happily go there for a few short weeks.


R


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, August 17, 2012 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote


** Ray I almost totally agree with you except for that Overland Park and 
Kansas City, MO in general is a really nice place... especially the 
Country Club Plaza area. Compared to St. Louis, it's night and day. If any 
of you have a chance, don't say no just because it's Kansas. It's really a 
cool place... this coming from a native and current New Yorker :)



On Fri, Aug 17, 2012 at 11:55 AM, Ray Palla  ray.pa...@insona.com  
wrote:



**

TEKsystems is usually more aware the market than this.

Although, customer expectation is sometimes hard to set, externally... 
This customer needs to know that the current market for long-term projects 
is over $110/hr + TE...  BMC charges $250/hr.  A short term like this one 
will be much more difficult to find a placement, in terms of being 
competitive. The Remedy market is currently at a premium and there are 
many more 'exciting' cities to cherry-pick from.


R


From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG ] On Behalf Of Petrie-Smith, Emma
Sent: Friday, August 17, 2012 10:38 AM


To: arslist@ARSLIST.ORG
Subject: Re: 6-8 project - Remote




**


I agree, it seems like backwards logic. Trust me, I’d like to create more

Re: Friday Humor - Understanding Engineers

[Ken Pritchard]

Next Time?
  - Original Message - 
  From: Joe Martin D'Souza 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Monday, April 25, 2011 1:00 PM
  Subject: Re: Friday Humor - Understanding Engineers


  ** 

  And next time we all have an excuse for breaking something that wasn’t 
already broken :-) We were simply trying to add some more features!

  Joe


  From: Pargeter, Christie :CO IS 
  Sent: Monday, April 25, 2011 10:40 AM
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Subject: Re: Friday Humor - Understanding Engineers

  ** 
  Loved the frog and that is sooo true!


--
  From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kelly Deaver
  Sent: Monday, April 25, 2011 6:14 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Friday Humor - Understanding Engineers


  ** 
  When I went to work in the OU Engineering college back in 1992 they 'issued' 
me a set of Engineer and Lawyer jokes. (Did you know they are natural enemies?) 
These were in the Engineer set :)  Good memory to read them again.

  Kelly Deaver
  L-3 Stratis / FAA Contractor
  kdea...@kellydeaver.com (ARSlist mail)
  kelly.ctr.dea...@faa.gov (Business mail)


 Original Message 
Subject: Friday Humor - Understanding Engineers
From: Robert Dalton barc...@cox.net
Date: Fri, April 22, 2011 6:39 pm
To: arslist@ARSLIST.ORG

Is It possible to understand Engineers? Where there's a will, there's a 
way

Understanding Engineers #1
Two engineering students were biking across a university campus when one 
said, Where did you get such a great bike? The second engineer replied, 
Well, I was walking along yesterday, minding my own business, when a beautiful 
woman rode up on this bike, threw it to the ground, took off all her clothes 
and said, Take what you want. 

The first engineer nodded approvingly and said, Good choice, The clothes 
probably wouldn't have fit you anyway.


Understanding Engineers #2
To the optimist, the glass is half-full. To the pessimist, the glass is 
half-empty. To the engineer, the glass is twice as big as it needs to be.


Understanding Engineers #3 
A priest, an ophthalmologist, and an engineer were golfing one morning 
behind a particularly slow group of golfers. The engineer fumed, What's with 
those guys? We must have been waiting for fifteen minutes! The doctor chimed 
in, I don't know, but I've never seen such inept golf! The priest said, Here 
comes the greens keeper. Let's have a word with him. 

He said, Hello, George. What's wrong with that group ahead of us? 
They're rather slow, aren't they? The greens keeper replied, Oh, yes. 
That's a group of blind firemen.
They lost their sight saving our clubhouse from a fire last year, so we let 
them play for free anytime. 

The group fell silent for a moment. Then the priest said, That's so sad. I 
think I'll say a special prayer for them. The ophthalmologist added, Good 
idea. And maybe I could examine them to see if there's anything I can do for 
them. They were silent for a moment. Then the engineer said, Why can't they 
play at night? 


Understanding Engineers #4
What is the difference between mechanical engineers and civil engineers? 
Mechanical engineers build weapons.
Civil engineers build targets.


Understanding Engineers #5
The graduate with a science degree asks, Why does it work? 
The graduate with an engineering degree asks, How does it work?
The graduate with accounting degree asks, How much will it cost?
The graduate with an arts degree asks, Do you want fries with that?


Understanding Engineers #6
Normal people believe that if it ain't broke, don't fix it. 
Engineers believe that if it ain't broke, it doesn't have enough features 
yet.


Understanding Engineers #7
An engineer was crossing a road one day, when a frog called out to him and 
said, If you kiss me, I'll turn into a beautiful princess. He bent over, 
picked up the frog, and put it in his pocket. The frog spoke up again and said, 
If you kiss me, I'll turn back into a beautiful princess and stay with you for 
one week. The engineer took the frog out of his pocket, smiled at it and 
returned it to the pocket. 

The frog then cried out, If you kiss me and turn me back into a princess, 
I'll stay with you for one week and do anything you want. Again, the engineer 
took the frog out, smiled at it and put it back into his pocket. 

Finally, the frog asked, What is the matter? I've told you I'm a beautiful 
princess and that I'll stay with you for one week and do anything you want. Why 
won't you kiss me? 

The engineer said, Look, I'm a busy engineer.
I don't have time for a girlfriend. But a talking frog, now that's cool!

Re: Change Phase Names

[Ken Pritchard]

I actually just marked the OOB ones as obsolete and set up my own mirroring the 
info except the phase name - working like a charm.

  - Original Message - 
  From: Tommy Morris 
  Newsgroups: public.remedy.arsystem.general
  To: arslist@ARSLIST.ORG 
  Sent: Wednesday, August 11, 2010 9:47 AM
  Subject: Re: Change Phase Names


  ** 
  We changed the names so they display the approval name for our process. No 
issues so far except that we will have to remember to change the names again 
after every upgrade.

   

  From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
  Sent: Wednesday, August 11, 2010 8:31 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Change Phase Names

   

  ** 

  Rick, I would not change phase names, specially with ITSM 7.5.1
  I had a fairly deep conversation about this with BMC support, and I was 
convinced not to do itI don't think it has been tested enough.
  With ITSM 7.6.1 or ITSM 7.6.2 maybe I would try it. 

  Guillaume


--

  From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on 
behalf of Rick Cook [remedyr...@gmail.com]
  Sent: Friday, July 30, 2010 8:47 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Change Phase Names

  ** OK, I think I REALLY have it this time.

  The place to change the Approval Phase Names is in the APR:SYS-Approval 
Definition form, in the Phase Name field.  You just type in whatever name you 
want to use rather than select from the Menu.  Once you change it there, the 
change appears in the menus of both that form and the Approval Mappings form.  
Haven't tested the execution of those all the way through the Approval process, 
but it should work.

  Rick 

  On Thu, Jul 29, 2010 at 5:27 PM, Rick Cook remedyr...@gmail.com wrote:

  So if the entries in that form don't affect anything, why are they there?  
The menus on the Approval Process form are generated from that form itself, 
like you hand-enter a value and then it appears in the menu.  There is also an 
interface form  that allows modification of the entries that we see in the 
menus, but it doesn't allow new entries.

  Has someone actually done what I am trying to do - alter the Phase Names used 
in the Approval Mapping forms?

  Rick 

   

  On Thu, Jul 29, 2010 at 12:11 PM, pritch pri...@ptd.net wrote:

  Form is Approval Process Configuration - and no, I haven't seen it affect
  approval mappings, notifications, etc..   There is a panel for status flow
  that can alter the status the ticket goes to on approval / rejection - even
  if you don't change the phase name.


  On Thu, 29 Jul 2010 10:03:34 -0500, Martinez, Marcelo A
  marc...@cpchem.com wrote:
   Rick,
   I'm not on 7.5 - but will be soon.
   Does changing the phase names affect the approval mappings, notifications
   to approvers, etc? I didn't find a form called Phase Management
   Configuration on CM 7.0.03..
  
   From: Action Request System discussion list(ARSList)
   [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
   Sent: Thursday, July 29, 2010 7:30 AM
   To: arslist@ARSLIST.ORG
   Subject: Re: Change Phase Names
  
   ** Never mind - I found it myself far more easily than I thought I would.

   It's the Phase Management Configuration form.
  
   Rick
   On Thu, Jul 29, 2010 at 8:27 AM, Rick Cook

   remedyr...@gmail.commailto:remedyr...@gmail.com wrote:
   In CM 7.5, can we edit the Phase names referenced in the Approval
  Mappings,
   i.e. add, remove, change the names?
  
   If so, how difficult is that to sync up with the rest of the Change and
   Foundation data?
  
   Rick
  
   _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
  
  

  
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Re: License Tracking - Read Users

[Ken Pritchard]

Is there any way to get more details in the user log?  For instance, the IP 
the user is coming from?  We're seeing some unusual things in the user log 
(for example, three consecutive logins within a fraction of a second by a 
user that is not even logged into the system ).  On ARS 7.5 - We have the 
max passwords set and it seems folks are getting locked out both when they 
are not even on the system and while they are already successfully logged in 
(no password change while they are logged in).
- Original Message - 
From: Mueller, Doug doug_muel...@bmc.com

Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Sent: Friday, July 30, 2010 5:35 PM
Subject: Re: License Tracking - Read Users


LJ,

The key is that there is a way for someone who wants to track every 
nuance --

turn on user logging to a form and track whatever you want -- and a way for
someone who is trying to manage write licenses -- the license tracking 
feature.


There are singificantly different overheads for the two levels.  The 
customers
the licence tracking feature is aimed at want it low impact and to track 
write

licenses which are the things they have to pay for and audit and track and
manage.

If you want more, that capability exists using user logging and is not
restricted to just what license tracking does but allows you to manage any
aspect of the interaction with login/logout/timeout/whatever of user
connecting.

This is what the features are and what they are designed to do.  We 
understand

you wish one of the features works differently -- and that is what the RFE
process allows you to share and to request a change.  But, these are what 
these
features are designed to do and the reasons for why each works the way it 
does.


It is not a technical issue about not being possible, it is just there needs 
to

be what a feature does and this is what each of them does in this case.

I hope this helps,

Doug Mueller

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing

Sent: Friday, July 30, 2010 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Tracking - Read Users

What would be a larger overhead.

1 - Turn on User Logging to capture any/all user login/out, then hafta parse 
the log every time you were looking for information
2 - Turn on User logging to form, and parse apart the information you want 
out of that table

3 - Have Remedy server maintain information in a remedy form

I thought based on its description that it was a 'License Tracking' 
featurewhich in effect turned #1 into #3but the undocumented feature 
that it's not actually License Tracking, but 'Write License Tracking' means 
that 50% of the licenses available aren't tracked and I need to continue 
utilizing legacy procedures to keep track of my licenses properlyor 
maybe I'll turn to #2 and do a hybrid of 1 and 3 to get the same 
results.


The end run is that I need to capture all of the information about 
login/logout and produce license usage statscurrently I do this through 
RRR|License (which works great BTW, no complaints), but was hoping with this 
new feature, to not need to have them parse my log for me because Remedy 
already captured all my info for meso maybe I'll move my logging to form 
and query for what I needwho knows...I'm just disappointed that it 
doesn't track ALL licenses.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David

Sent: Friday, July 30, 2010 2:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Tracking - Read Users

I don't see why the volume would be all that much higher than the write 
licenses...


The difference is the ratio of read licenses to write licenses.  Let's say 
your company has 5000 employees.  Even if only 10% of that user base logged 
into the system over the period of one day (for example to log service 
requests), that's 500 license grant/release records written (in addition to 
the write licenses being tracked for the IT staff, which is probably closer 
to 50 write licenses).


I understand your desire.  It isn't what the feature was designed to do. 
Perhaps the mechanism of tracking will be reviewed in a future release and 
both read and write licenses will become available as part of an enhanced 
feature.


-David J. Easter
Sr. Product Manager, Enterprise Service 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:arsl...@arslist.org] On Behalf Of LJ LongWing

Sent: Friday, July 30, 2010 12:14 PM
To: 

Re: server name references

[Ken Pritchard]

Jason,

 

   Which version of Remedy and what type of db are you using?  I've done
that type of copy with ARS V6 (oracle db) successfully, but when I did that
we used a different DB name (ie remprod vs remdev) to make sure we knew we
were pointing to the correct db.  Haven't tried it with V7 yet. 

 

pritch

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Barnhill, Jason (Jason)
Sent: Wednesday, December 16, 2009 11:41 AM
To: arslist@ARSLIST.ORG
Subject: server name references

 

** 

Hi folks,

 

I have 2 servers, server 2 is a clone of server 1 and database 2 is a clone
of database 1.  I have adjusted server name references on server 2 in the
ar.conf, armonitor.conf, and arsystem files.  Server 2 is pointed to its
proper database 2.

 

However, when I start server 2 and access Server Information and Add/Remove
Licenses, both forms are pulling up info from server 1.  Can anyone point
out what server name reference(s) I am still missing?  Is there another
file, or some data reference in the database?  This is the first time we've
tried to run a copy like this.  Do you think I will still have to run the
install?

 

Much thanks,

Jason

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Re: Process Hanging

[Ken Pritchard]

Brandi,

 

   You have a series of private queues listed, but I don't see any
indication what the fast and list queues are set to.  Do you have everyone
on private queues?

 

   If folks are running reports that have a query that takes a bit of time,
they tie up that thread until their results come back.  No-one else can use
that thread until theirs is complete.  So to the users, the system is hung
while it's actually working.   I've had similar situations before (granted
on an Oracle db) and had to look at the Remedy logs in conjunction with a
DBA looking at what is happening in the database.  

 

Hope this helps some

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brandi Barbour
Sent: Tuesday, November 24, 2009 6:02 PM
To: arslist@ARSLIST.ORG
Subject: Process Hanging

 

** All, 
We have our production server that has been hanging for about a month now.
I have been working with support to figure it out but as of yet we have not
found the underlining issue.  So I am hoping someone else has seen this
problem. 
ARS 7.1.0 
ITSM 7.0.3 
SQL 2005 on remote server 
Windows 2003 

We turned on and configured SLM and about or right at that time our system
became slower and it started hanging up.  The arerror.log only shows the
following: 
Tue Nov 24 16:25:15 2009  390635 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20) 
Tue Nov 24 16:25:15 2009 0xc0fd 
Tue Nov 24 16:25:15 2009  390635 : AR System server terminated -- fatal
error encountered (ARNOTE 21) 
in the arthread log it shows: 
THRD /* Tue Nov 24 2009 10:52:12.5620 */ Thread Trace Log -- ON (AR Server
7.1.00 Patch 002 200802011900) 
THRD /* Tue Nov 24 2009 14:04:27.7550 */ Thread Id 1936 (thread number
24) on LIST queue died. 
THRD /* Tue Nov 24 2009 14:04:27.7550 */ Thread Id 1904 (thread number
24) on LIST queue restarted. 
THRD /* Tue Nov 24 2009 14:05:19.9140 */ Thread Id 3420 (thread number
38) on FAST queue started. 

Always a LIST queue that dies; 
We have increased threads: 
Private-RPC-Socket:  390601   1   1 
Private-RPC-Socket:  390603   2   2 
Private-RPC-Socket:  390620   12  20 
Private-RPC-Socket:  390626   2   3 
Private-RPC-Socket:  390635   12  20 
Since we have 4 processors (well really 2 with 2 core) 

The Filter-Max-Total was changed since we have the ITSM suite. 
Filter-Max-Total: 50 
Filter-Max-Stack: 1 

I have changed any Custom escalations that may have some sort of hit on the
system to either in off hours or to at least less frequent. 

Now the problem seems to be anytime we have someone run a report or what
most likely is happening is 2 people are running reports the system hangs.

The user tool hangs up and the process for arserver.exe has a memory usage
of either over 800,000K or just under that.  The actual service does not
stop however you can not do anything until the service is restarted.   
As this is a fairly new system it now has more users then ever and more
actions are being taken.  However with it crashing around 6 times a day it
is not useful.   Turning on SLM may be just a coincedence however we have a
lot of Service Targets.   
Has anyone seen this and the memory usage going that high?  Support wants me
to limit the search to 1000.  But we have way more that many tickets in one
day and Management will not allow that to happen. 



Any help would be appreciated. 
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Re: how to cancel an open ticket

[Ken Pritchard]

It's usually a sub-status under closed.  Ie they select closed and a field
will display for 'closure code'.  There should be an option there for
canceled.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of kiran
Sent: Friday, October 30, 2009 1:30 PM
To: arslist@ARSLIST.ORG
Subject: how to cancel an open ticket

 

** 

Hi Listers,

 

Can anyone suggest me how an end user could cancel an open ticket in ars 6.3

 

Regards,

Kiran

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Re: Performance Issue Please Give Me Any Suggesstion

[Ken Pritchard]

Hi Manoj,

 

   The API / SQL logs on each server might be good - I'd also kick off the
user logs.  There could be a number of items, but here's a couple to check
for (I didn't see what OS you are using, so I'm trying to keep this
generic):

 

  Is the load balancer set up to distribute the users  evenly or are they
using a different algorithm?

 

   Are all users going through the load balancer or are some going directly
to this server?  

 

   Look at which server things like escalations, email engine,  etc. are
active on.  There are some forms associated with server grouping that drive
which server these things are on.

 

The server groupings use a process called ARSignal.  See if there are a
backup of these processes on the server that is running slow.  The servers
in the server group talk to each other through the ARSignal process.
Normally this process starts and stops very quickly, but if there is an
issue with the ARS servers talking to each other, these processes can hang
around (I've seen this on HPUX).

 

   I also don't know whether your database is on a separate server or on
this server.   If the DB is on this server, it will definitely have an
impact.

 

Hope these things help - ken

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Thursday, July 16, 2009 3:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Performance Issue Please Give Me Any Suggesstion

 

** 

Hi Lina  Ken,

 

Yes you were right that load balancer is infornt of system so what we can do
for reducing performance issue?But Performance issue occuring only in one
server which is not primary server.

 

Thanks  Regards,

Manoj jain

On Thu, Jul 16, 2009 at 12:52 PM, Lina Hartojo linahart...@gmail.com
wrote:

** Hi Manoj

I assume the load balancer is the traffic controller for user access to the
servers within this server group, which means that the load balancer is
*always* in front of the system.  Ken, is that the case or is there any
other situation where this is not the case?  Apologies for my novice
knowledge, please explain if you can.

Kind regards - Lina

On Thu, Jul 16, 2009 at 4:56 PM, manoj jain manoj.jain4...@gmail.com
wrote:

** 

Hi Ken,

 

1.No that server in which performance issue going on is not our primary
server.

so email and escalation is not part of that server.

2.We have a load balancer but i didn't get what is meaning of this sentence
load balancer infornt of server.

 

Thanks  Regards,

Manoj Jain

On Wed, Jul 15, 2009 at 11:00 PM, Ken Pritchard pri...@ptd.net wrote:

** 

Manoj,

 

   Probably need to provide some additional information, such as:

 

   Is this your primary server (does it run escalations, email, etc..)?  

 

   Do you have a load balancer in front of the system?

 

  I found it helpful to lower the amount of user traffic that goes to the
primary server where your non-user items (such as escalations) are primarily
set to run.

 

Thank you - ken

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Wednesday, July 15, 2009 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issue Please Give Me Any Suggesstion

 

** 

Hi Remedians,

 

I have one issue 

 

1.i have one server group on linux box there are three servers  in that
group.

2.Two servers running very good   without any performance issue.

3.One server running very  bad with high  performance  issue.

4.CPU utilization  in that server is 150%,Idel time 2%.

5.So please give me  any suggesstion  so that i could  resolve  this
performance  issue. 

6. How can i reduce cpu utilization and increase idel time.

 

Thanks  Regards,

Manoj Jain

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Re: Performance Issue Please Give Me Any Suggesstion

[Ken Pritchard]

Manoj,

 

   Probably need to provide some additional information, such as:

 

   Is this your primary server (does it run escalations, email, etc..)?  

 

   Do you have a load balancer in front of the system?

 

  I found it helpful to lower the amount of user traffic that goes to the
primary server where your non-user items (such as escalations) are primarily
set to run.

 

Thank you - ken

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of manoj jain
Sent: Wednesday, July 15, 2009 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Performance Issue Please Give Me Any Suggesstion

 

** 

Hi Remedians,

 

I have one issue 

 

1.i have one server group on linux box there are three servers  in that
group.

2.Two servers running very good   without any performance issue.

3.One server running very  bad with high  performance  issue.

4.CPU utilization  in that server is 150%,Idel time 2%.

5.So please give me  any suggesstion  so that i could  resolve  this
performance  issue. 

6. How can i reduce cpu utilization and increase idel time.

 

Thanks  Regards,

Manoj Jain

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Re: Test System to Production System, Would Ghost Image work ? what is BMC recommendation?

[Ken Pritchard]

I just did something similar with HP-UX (Remedy V6.3).  In my case, I hooked
a new server into a servergroup (db was the same).

Needed to change two items in the ar.conf file (IP addr and SERVERNAME
entries), adjust the armonitor.conf file to reflect new servername and
remove all licenses that were brought over from the prior server.  Needed to
have the /remedy and /etc/arsystem dir structures restored.  Had to make
sure the database name was in the tnsnames.ora file on the new server.

We also had the source server hooked in a cluster (so the arsystem file in
/remedy/svrname/bin also needed a modification since there was a
servername embedded in that file.  

Once I did the above, the server came up in evaluation mode and I was able
to apply the new licenses.

One of the important things to look at is that the workflow in your ARS
system needs to be server independent.  If there are references to specific
servers in your workflow, you'll need to clean the workflow to make it
server independent.

- pritch

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Axton
Sent: Saturday, June 27, 2009 2:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Test System to Production System, Would Ghost Image work ? what
is BMC recommendation?

What OS are you dealing with?

Axton Grams

On Fri, Jun 26, 2009 at 11:36 AM, Rajravi6...@gmail.com wrote:
 Hello All,

 I completed fresh install of ARS 7.5.00 Patch 001/ITSM 7.5.01 Patch
 001 on a test system.
 Now, next task is to build the production system, so my question is,
 will taking the ghost image of test system and putting it on
 production system will work ? or do i have to start fresh
 installations of ARS and ITSM again on production system ?

 What is ideal approach ? What does BMC recommend ? Please advice.

 Regards,
 Raj
 rki...@spike.dor.state.co.us



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