Re: Requester Console vs. Incident Management Status
Hi Ricki,
The requester console status allows the customer (end user) to view the
progress of his/her request. True, they don't match up to the Incident or
Change status values.
I have personally attempted to add-modify Status and Priority for the Requester
Module and Incident Module and I wish I didn't... it broke the system all
together. Incidents and Changes would not properly be created in the
support consoles. BMC has a lot of workflow that is in my words (hard coded)
that can and will break.
It's best to leave this module alone and setup a well defined
marketing-communication-training for the customer (end user) on how to use the
Requester console.
It's another one of those BMC's excuse - because ITIL said so.
Kevin P.
**
st1\:*{behavior:url(#default#ieooui) }
ARS, IM, PM, MT 7.0.1, patch
4:p>
SQL Server 2003 Enterprise x64
SP2
Hello,
In order to decrease the number of
calls to our Help Desk we're rolling out the Requester Console. One of
the
problems we're having is with the Status field. The Status in Requester
has
nothing to do with the real Status in IM. In the form
RQC:ServiceRequestConsole
there are two status fields, one of them hidden. Although not accurate,
the
Status in the hidden field more closely fits the actual Status. I'm
wondering
how much work flow is behind the Status field in Requester and should I match
the values with ones in the Status field in IM. Has anyone dealt with
this?
Below is BMC's response to this issue.
Thanks,
Ricki
Haines
FROM
BMC:
In researching further the statuses
for the Requester Console are:
New
Pending
Staged
In
Progress
Completed
Rejected
Canceled
Closed
The statuses for the Incident
are:
New
Assigned
In
Progress
Pending
Resolved
Closed
Canceled
This is as
designed.
I hope this resolves your issue.
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View and Vendor forms not allowed in Join Forms
Good morning all, I was hoping not to create extra forms and workflow... but I have 1 View form and 1 Vendor form.. I need to combine the data from both, however can't use either in a join form. Any ideas on what would work best, without creating 2 new staging forms, extra workflow to create a join of the data? Thanks, Kevin P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: CI Relationship View Issue - What am I missing?
That did the trick i must have missed that part of the post install. Thanks! Kevin P. ** You have to copy 3 files from the sdk>bin directory of CMDB installation. cmdbapi21.dll cmdbjni21.dll cmdbapi21.jar Copy these files in the midtier WEB-INF/lib directory and bounce your webserver. On Thu, May 29, 2008 at 10:05 PM, Kevin Pulsen <[EMAIL PROTECTED]> wrote: ** Hello ARSList, This is for an issue with CMDB 2.1 (ARS 7.1, Mid-tier & ITSM 7.03 patch 7 Suite) I am using the Remedy Windows client to run through a test and functionality. When I select the CI Relationship Viewer, either from Asset or Incident a new screen pops up - CI Relationship Viewer and it states - CMDB libraries are not available. I have looked through the documents and all I could find is to restart the Mid-tier? Did that, didn't work. I can't find anything on BMC's support site for this error. Did I miss a configuration somewhere? Thanks again, Kevin P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
CI Relationship View Issue - What am I missing?
Hello ARSList, This is for an issue with CMDB 2.1 (ARS 7.1, Mid-tier & ITSM 7.03 patch 7 Suite) I am using the Remedy Windows client to run through a test and functionality. When I select the CI Relationship Viewer, either from Asset or Incident a new screen pops up - CI Relationship Viewer and it states - CMDB libraries are not available. I have looked through the documents and all I could find is to restart the Mid-tier? Did that, didn't work. I can't find anything on BMC's support site for this error. Did I miss a configuration somewhere? Thanks again, Kevin P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ARDBC LDAP issue - ARS 7.1 Vendor form (Avail Vendor Tables)
Oh Yeah Eli you rock!!! Adding the fields to the vendor form worked.. Thanks!! Kevin P. ** Kevin, *I think* I ran into the same issue..I'm using: dap://AD/DC=,DC=com??sub?(objec>tclass=user) A lot of the fields don't show up but what you can do is add a character field, go to the database tab and in the [Database] name field and the [Vendor Information] name field enter the AD object name. I forget the tool I used to scavenge all the column names but its in the Windows Support tools pack (ADSI edit works but there's another, less intrusive one for viewing AD objects...) Best regards! Eli ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ARDBC LDAP issue - ARS 7.1 Vendor form (Avail Vendor Tables)
Hello ARSList, Area LDAP - Setup and works with out any issue; AD users can login and use Remedy client with AD credentials. (Thanks again to all that helped!!) ARDBC LDAP - Setup with the following - Host Name* - tcdc1.testco.com Port Number - 389 Bind User - testco\tuser1 Bind Password - * Use Secure Socket Layer - No Directory Page size - 1000 LDAP Date-Time format - AD Generalized Time Base DN for Discovery* - dc=testco,dc=com ARDBC Plugin Cache - No Under ARAdmin, I am able to create a new Vendor form and I can select ARSYS..ARDBC.LDAP. I see lots and lots of Available Vendor Tables. Here is the issue - Active Directory users are not located in one single ou.. If I manually enter the vendor table ldap://tcdc1/dc=testco,dc=com??sub?(objectclass=user) I get some of the available columns, not all of them that exist on a user object. I'm missing email, telephone, etc. (I can get all of the fields when a specific ou is in the vendor table qualifier, however only those users in the ou show up...this won't work) However, If I manually enter the vendor table ldap://tcdc1/dc=testco,dc=com??sub?(&(objectclass=user)(employeeId=*)(mail=*)) I get the columns for employeeID and email, but there are still columns missing. Plus, when I do a search on this form in the AR User application it only returns employees that have email addresses, I know for a fact that there are employees that have no email addresses, I need all employees regardless if these fields are blank (or null). How do I write an LDAP qualifier that includes all of the Active Directory fields on a user object, regardless if the field has a value or not? I’ve checked ARSList and developer community already. Please help this is the last piece. Thanks, Kevin P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: No available columns when creating a view form from SQL
Without the REQUIREMENTS of the external db not having any column (field) that enforces non-null and unique values, you CAN NOT create the view form. You need to talk to your dba's. Kevin. --- On Fri, 5/23/08, Kevin Pulsen <[EMAIL PROTECTED]> wrote: From: Kevin Pulsen <[EMAIL PROTECTED]> Subject: Re: No available columns when creating a view form from SQL To: arslist@ARSLIST.ORG Date: Friday, May 23, 2008, 3:29 PM Just want to make sure of a couple of items. 1. You have created a Linked Server (From the AR database server) to your external database. (Are both of these db's SQL 2005?) 2. ARAdmin has rights to access the external database. Kevin P. ** When I hit load nothing shows up on the available columns list. The reason for that according to the manual is because the database view must contain an integer or character field that enforces no null value and unique to act as the request ID field and I don't have a column(field) that meets that requirement on my database view. I do have a field that is unique that I can use how do I change the type of that field to enforce the no null value? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: No available columns when creating a view form from SQL
Just want to make sure of a couple of items. 1. You have created a Linked Server (From the AR database server) to your external database. (Are both of these db's SQL 2005?) 2. ARAdmin has rights to access the external database. Kevin P. ** When I hit load nothing shows up on the available columns list. The reason for that according to the manual is because the database view must contain an integer or character field that enforces no null value and unique to act as the request ID field and I don't have a column(field) that meets that requirement on my database view. I do have a field that is unique that I can use how do I change the type of that field to enforce the no null value? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: No available columns when creating a view form from SQL
Here is a screen shot. You will need to select one of the columns as a designated Key field. Kevin P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: No available columns when creating a view form from SQL
If you are attempting to create a view form from an external sql database For SQL Server— TABLENAME or DATABASENAME.OWNER.TABLENAME (Make sure you specify dbo if the current user is the owner of the table.) Also make sure ARAdmin has permissions to the sql db you are attempting to create a view form with. Syntax - [INAME\INAME].DBNAME.OWNER.TBNAME This is the syntax for SQL 2005 with an instance name, the instance name is in the brackets [INAME\INAME] You can test it by the following sql query- select * from [INAME\INAME].DBNAME.OWNER.TBNAME Is this what you are looking for Tricky? Kevin P. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Which log file.....
v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
..shape {behavior:url(#default#VML);}
Wow... what are the odds of the same issue (Ldap) and the same fix on the same
day?
What a co-winkie-dink.
Kevin P.
**
Turns out that if I put the
login name in the form “domain/username” it works.
Interesting…..
Thanks for your suggestions
though….. I need to find some kind of “log organizer
and displayer…” program I
think…….
From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of
J.T. Shyman
Sent: Friday, May 23, 2008 9:09 AM
To:
arslist@ARSLIST.ORG
Subject: Re: Which log
file.
**
arerror.log
is automatically created. arplugin.log needs to be activated using AR System
Configuration through Remedy Admin Tool or Remedy User Tool.
Is this
a Windows or Linux Remedy server and what version of AR are you running? Also,
can you tell us a little about the LDAP source you are connecting to?
--- J.T.
Shyman
From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of
Richard Copits
Sent: Friday, May 23, 2008 9:05 AM
To:
arslist@ARSLIST.ORG
Subject: Re: Which log file.
Neither of these logs seem to
exist…..
What happens is that I set up
the LDAP screen in the user program, logout and
then log back in with my LAN
username/password. I get an authentication error
on the screen, but I’m sure
there’s a log file somewhere that may tell me more…
It’s just that I don’t know
where to look for that file. Also, I know I can log into
the LDAP server since I have a
separate LDAP browser program that I can use with
the same username/password and
it works fine….
From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of
J.T. Shyman
Sent: Friday, May 23, 2008 8:47 AM
To:
arslist@ARSLIST.ORG
Subject: Re: Which log
file.
**
On the
AR side arerror.log and arplugin.log may have some information. If the login
failure is on the LDAP side you may have to check the logs on the LDAP server
as
they may have more information.
--- J.T.
Shyman
From: Action Request
System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of
Richard Copits
Sent: Friday, May 23, 2008 8:43 AM
To:
arslist@ARSLIST.ORG
Subject: Which log file.
I’m trying to set up LDAP but running into some problems
since the login
part isn’t working. However, I’m not sure which log file will
contain the
error that I need to know about. I tried looking at the log
files via search,
but there are a ton of log files and I’m not sure which one I
should be
looking at. Can someone please let me know which log file I
need to
look at – and – how did you know that/where did you find the
info on
where to look? Thanks!
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Re: ARS 7.1 Area LDAP config issue
Sweet-o-Cheeto's
It works!!! Thank you all for the help...
testco\tuser1 with the filter set to sAMAccountName=$\USER$ worked! all others
failed.
Thanks again and happy Friday!
Kevin P.
**
I've seen cases where you need to use the testco\tuser1
format as well.
Is the error in the log after the ldap_simple_bind for the
tuser1 or after the user you are trying to log in as? (You may need to
set
Plugin-Log-Level:400 in your config to get the detail
info).
If it is after the user login attempt you may have your
filter incorrect. We use sAMAccountName=$\USER$ for the
filter.
Fred
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T.
Shyman
Sent: Thursday, May 22, 2008 3:56 PM
To:
arslist@ARSLIST.ORG
Subject: Re: ARS 7.1 Area LDAP config
issue
**
v\:* {
BEHAVIOR: url(#default#VML)
}
o\:* {
BEHAVIOR: url(#default#VML)
}
w\:* {
BEHAVIOR: url(#default#VML)
}
..shape {
BEHAVIOR: url(#default#VML)
}
@font-face {
font-family: Tahoma;
}
@font-face {
font-family: Book Antiqua;
}
@page Section1 {size: 8.5in 11.0in; margin: 1.0in 1.25in 1.0in 1.25in; }
P.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman"
}
LI.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman"
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DIV.MsoNormal {
FONT-SIZE: 12pt; MARGIN: 0in 0in 0pt; FONT-FAMILY: "Times New Roman"
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A:link {
COLOR: blue; TEXT-DECORATION: underline
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COLOR: blue; TEXT-DECORATION: underline
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P {
FONT-SIZE: 12pt; MARGIN-LEFT: 0in; MARGIN-RIGHT: 0in; FONT-FAMILY:
"Times New Roman"; mso-margin-top-alt: auto; mso-margin-bottom-alt: auto
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SPAN.EmailStyle17 {
COLOR: navy; FONT-FAMILY: Arial; mso-style-type: personal-reply
}
DIV.Section1 {
page: Section1
}
Kevin,
Yes, the
bind user should be in the same format as the User Base. That is: CN=<user
name>,OU=<container>,DC=<domain>,DC=<domain>
Your AD
admin, if that isn’t yourself, should be able to give you the distinguished
name
for the user.
--- J.T.
Shyman
From: Action
Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of
Kevin Pulsen
Sent: Thursday, May 22, 2008 4:50
PM
To:
arslist@ARSLIST.ORG
Subject:
Re: ARS 7.1 Area LDAP config issue
**
Nope, that didn't work either
tuser1
is the account I am attempting to read AD with
testco.com is the
domain
and tuser1 is located in ou=Support
Desk,ou=Admins,ou=NETWORKOPS.
shouldn't it be something like
cn=tuser1,ou,ou,dc ???
thanks Kevin P.
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Re: ARS 7.1 Area LDAP config issue
** Nope, that didn't work eithertuser1 is the account I am attempting to read AD withtestco.com is the domainand tuser1 is located in ou=Support Desk,ou=Admins,ou=NETWORKOPS.shouldn't it be something like cn=tuser1,ou,ou,dc ???thanks Kevin P.**You are perhaps typing the wrong bind user name or typing the wrong password.. If it is really testco\NETWORKOPS\Admins\Support Desk\tuser1 try \\testco\NETWORKOPS\Admins\Support Desk\tuser1. Maybe its missing the double back slash in the beginning..Joe- Original Message From: Kevin Pulsen <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Thursday, May 22, 2008 4:30:34 PMSubject: ARS 7.1 Area LDAP config issue** Hello all,I'm trying to config the AREA LDAP form for Active Directory authentication, when a user login into the Remedy client.I have followed the documentation from the integrating 7.10 guide and have the following values set in my AREA LDAP form -Host Name* - tcdc1.testco.comUser Base* - dc=testco,dc=comPort Number - 389User Search Filter* - cn=$\USER$Bind User - testco\NETWORKOPS\Admins\Support Desk\tuser1Group Membership - NoneBind Password - * (no it's not really *'s)Use Secure Socket Layer - NoChase Referral - NoI have the EA RPC set to 390695 and Authentication Chain Mode set to ARS -AREA -OSWhen I attempt to login as a predefined user (with an existing Remedy ID setup, no password) It fails and gives the following error in the arplugin.log - Bind: Invalid credentials (LDAPERR Code 49) 80090308: LdapErr:What am I missing for the AREA LDAP config?Please help...Thanks Kevin P. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
ARS 7.1 Area LDAP config issue
** Hello all,I'm trying to config the AREA LDAP form for Active Directory authentication, when a user login into the Remedy client.I have followed the documentation from the integrating 7.10 guide and have the following values set in my AREA LDAP form -Host Name* - tcdc1.testco.comUser Base* - dc=testco,dc=comPort Number - 389User Search Filter* - cn=$\USER$Bind User - testco\NETWORKOPS\Admins\Support Desk\tuser1Group Membership - NoneBind Password - * (no it's not really *'s)Use Secure Socket Layer - NoChase Referral - NoI have the EA RPC set to 390695 and Authentication Chain Mode set to ARS -AREA -OSWhen I attempt to login as a predefined user (with an existing Remedy ID setup, no password) It fails and gives the following error in the arplugin.log - Bind: Invalid credentials (LDAPERR Code 49) 80090308: LdapErr:What am I missing for the AREA LDAP config?Please help...Thanks Kevin P. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ITSM 7, CMDB CI and Product Definitions
** Thanks Phil,I wasn't being sardonic.We have a non-IT support group that maintains non-IT related products (light bulbs, etc) they do however use Remedy.The point I have overlooked is that ITIL relies so much on IT only products, that the ITSM suite really excludes all other non-IT departments when the Service Desk is a single point of contact for ALL issues.It's going to be interesting to make other non-IT departments fit the ITSM life cycle.Thanks again,Kevin P.** Kevin:I'm not sure if you're just being sardonic, but in case you're not; light bulbs would be bulk assets (as would any item that has no distinguishing attributes within its class).--Phil __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ITSM 7, CMDB CI and Product Definitions
** Well,I find it very disturbing from what Shawn stated - "Part of the problem is that there are no good answers to your questions"If the CMDB is really suppose to be the center of the Universe for ITSM, as it shows so well in the BMC literature, how can there be no real good answers?And if ITSM is suppose to be heavily ITIL influenced, how can any company use ITSM and state ITIL is not for me? Isn't that an Oxymoron? You really can't play a game with 15 rules, turn around and state there are no rules. Yes, ITIL is a framework (Pick and choose what you will), however without a foundation, it will collapse.Fine, I'll just turn up the heavy metal music and make my best guess where light bulbs fit into a CI when creating my product categories because not everything is a computer.Thanks,Kevin P.** Kevin: This situation is not a ploy to sell services. In its simplest form, the fact is that ITIL adoption is a complex endeavor, and if your organization is not willing to front-load their effort, then ITIL adoption may not be for them. Everything that Chris mentioned is important. Beyond what Chris wrote, it's necessary to understand the thought processes that lead him to write what he did. If your concern is future usability, then it is necessary to make your very best effort to anticipate what the future needs will be. Only after this process is grossly conlcluded can the CMDB be configured to meet the need. Along with this concept, understand that the expected need will never exactly match the actual future need, and so all you can do is make your best effort. Just like CQI, ITIL is a journey, not a destination. Less philosophically, my strongest recommendation to a customer is to not add any new attributes or classes unless there is a demonstrable business need for the new class/attribute. In my experience, customers are often suprised how many CIs can be tracked using simply the BaseElement class. My personal #1 rule of CMDB: unless there is a business need to consume the data, do not store the data in the CMDB. This rule extends to the Product Catalog, in that if there is no need to consume the data, then there is no need to categorize the data. Also, as Shawn mentioned, if you're using BMC's AM module, you have many restrictions in the day-to-day use of your data, so some of these questions, when pursued to their logical conclusion, will lead you to "it doesn't matter." Just My $0.02, --Phil __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ITSM 7, CMDB CI and Product Definitions
** Thank you Shawn for your reply.My concern is, and this is what I have heard from BMC, when designing your Product categories, you need to think ahead to the design of the CMDB as well. It's all interrelated and affects reporting, trending analysis etc.I find it very difficult to design my Product categories and place all of the Non-Asset items in an 'OTHER' category, only to find out 2 years down the road our CMDB is messed up and mostly useless.Was this information from BMC a ploy to sell more Professional Services?I just hope to look enough ahead of the road to see the brick wall coming at me, that's all.Thanks again,Kevin P.** Part of the problem is that there are no good answers to your questions. By default, we put things in the BMC_ComputerSystem class, unless it fits in somewhere else. So a Blackberry technically is a computer, just a tiny one. So is a calculator. Stuff that doesn’t have a class and isn’t anything remotely close to being a computer goes in as “equipment”. I’m wary of creating new classes unless there is a demonstrable need for it that is so strong we can’t live without it. My users already hate that they have nothing in Asset Management to be able to search across the different classes (e.g. how do you find, in ITSM, all Assets located on the third floor of a certain building? The data exists, but there is no screen for users to pull that type of information.) New classes make the system harder to use. In fact, rather than creating a bunch of new classes, we’ve hidden some of the OOB classes to make the system easier to navigate. Shawn Pierson __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ITSM 7, CMDB CI and Product Definitions
**
ahhh thanks,{module sarcasm} writeline (That's as useful as a 3 Inch ladder){end sarcasm}So, what is the deal?Why can't anyone share their real world experience?I was hoping to see other points of view, with 3300 subscribers to this list, there has to be more than one.I'm not asking for Coca-Cola's secret formula, I'm just asking to see what others have done.Note to self, Add to module -Sharing = function (in short supply);goto {sarcasm};Anyways, tried creating a new CI -I was able to create a new SuperClass and a new Class Name (associated with the superclass)Everything shows up fine in the CMDB Class manager Console, however nothing shows in the CI selection in the product category creation.Thanks,Kevin P.** You have the answer either use an existing CI such as
Computer System or
Equipment or create a new CI to meet your needs. Their are add on CIs available
if needed.-Original Message-From: Kevin Pulsen
<[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Mon, 12 May 2008
11:52 amSubject: Re: ITSM 7, CMDB CI and Product Definitions
**
Hi Eli,ok, but where does a Blackberry fall into the ootb
CI?where does a telephone, office desk, fax, etc fall into the ootb
CI?These aren't defined and the product category creation wizard will
not allow you to created a item without defining a
CI.Thanks,Kevin P.
Be a better friend, newshound, and
know-it-all with Yahoo! Mobile. Try it now.
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Re: ITSM 7, CMDB CI and Product Definitions
** Hi Eli,ok, but where does a Blackberry fall into the ootb CI?where does a telephone, office desk, fax, etc fall into the ootb CI?These aren't defined and the product category creation wizard will not allow you to created a item without defining a CI.Thanks,Kevin P.** Kevin, The OOTB CI's are a result of the Common Data Model as defined by BMC. Each CI type represents a unique set of attributes. In some cases you may have many things that fall into the same CI Type because they share all the same attributes. For example: System -> Computer System encompasses desktops, servers, routers, switches, etc...basically anything with a motherboard, cpu, RAM, network interface and internal storage. If you need to add a new CI type you may do so in the CMDB console under class manager. For more details on the data model that BMC is using check out this PDF: http://documents.bmc.com/supportu/documents/00/86/70086/70086.pdf We haven't made too many changes to the data model but we've done quite a bit of work configuring our data to the OOTB data model. Let me know if this doesn't answer your question (or if I'm completely off base...after all...its Monday and I haven't had my coffee yet) Cheers! Eli From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin PulsenSent: Monday, May 12, 2008 9:25 AMTo: arslist@ARSLIST.ORGSubject: ITSM 7, CMDB CI and Product Definitions ** Hello everyone,This question is for ITSM 7 (Service Desk with Change Management, ootb)If you open the Application Administration Console. Select Standard configuration, Product Category, Create a new product category, you are prompted to select a CI type for the product categorization you are defining.I see CI entry's related to Computer hardware, software, logical entity, etc... there is nothing for any other related business product - (Telephone - LAN or Cell, Blackberry, Furniture, Office equipment, etc)How are you suppose to define the other business products with the ootb CI's?Do you create your own CI's?If anyone has setup product categories with the ootb CI's, where are you placing these items?Is there a best practices for this?Thanks,Kevin P. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
ITSM 7, CMDB CI and Product Definitions
** Hello everyone,This question is for ITSM 7 (Service Desk with Change Management, ootb)If you open the Application Administration Console. Select Standard configuration, Product Category, Create a new product category, you are prompted to select a CI type for the product categorization you are defining.I see CI entry's related to Computer hardware, software, logical entity, etc... there is nothing for any other related business product - (Telephone - LAN or Cell, Blackberry, Furniture, Office equipment, etc)How are you suppose to define the other business products with the ootb CI's?Do you create your own CI's?If anyone has setup product categories with the ootb CI's, where are you placing these items?Is there a best practices for this?Thanks,Kevin P. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ASP.Net code (Web page accessing ITSM 7 Incidents)
** Well,It's an exercise in learning. I seen it done before and I would like to see if I can replicate it myself.Thanks Matt for the info on the reference BMC.ARSystem namespace, after tweaking around I got the API 7.1 sample file to open and run.There are some issues with conversion from .net 2.0 to 3.5...I know there are going to be requests for accessing Remedy without using BMC's supplied methods and I need to learn how to do them.Sorry if I seem clueless on some of this stuff, like I said I just got into ASP.NET a couple of days ago.Thanks again for the information.Kevin P. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ASP.Net code (Web page accessing ITSM 7 Incidents)
** Hi Matt,I already have this file, the sample in the arsys_aspnet does not convert properly into MS Visual Web Developer 2008 Express Edition, it will not load.Plus, I still lost at how the connections are made where -1. Login Page (Check your Remedy LoginID and password from CTM:People form)2. Based upon your Remedy LoginID show you only your Incidents you have open etcThanks,Kevin P.** Kevin, Go to http://developer.bmc.com and search for “AR System .NET and COM API 7.1”. That will allow you to use the Remedy API for the functions you need (no reason to reinvent the wheel!). Good luck, Matt Reinfeldt From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin PulsenSent: Friday, May 09, 2008 9:45 AMTo: arslist@ARSLIST.ORGSubject: ASP.Net code (Web page accessing ITSM 7 Incidents) ** Hello everyone and happy Friday!I am extremely new to asp.net coding, couple of days to be exact.Here is what I have done so far -1. Downloaded and installed MS Visual Web Developer 2008 Express Edition.2. Created a SQL DataSource connection to my SQL 2005 ARSystem database3. I am able to pull all data (Incidents that are currently in - Views, HPD_Help_Desk form)Ok here is where I need some help -What I would like to do1. Login Page (Check your Remedy LoginID and password from CTM:People form)2. Based upon your Remedy LoginID show you only your Incidents you have open etc.3. Update your Incidents if needed.I've seen this done before, so I know it's possible.I searched the ARSList, ASP.Net, BMC Developer Community and MSDN to no avail on some sample codeI hope someone is willing to share some asp.net code, or where I can find some sample code.Current system -AR Server 7.1 patch 002Service Desk (Incident & Problem Patch 7)Mid-TierSQL 2005If there is any other information required please let me know.Thanks and have a great weekend. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
ASP.Net code (Web page accessing ITSM 7 Incidents)
** Hello everyone and happy Friday!I am extremely new to asp.net coding, couple of days to be exact.Here is what I have done so far -1. Downloaded and installed MS Visual Web Developer 2008 Express Edition.2. Created a SQL DataSource connection to my SQL 2005 ARSystem database3. I am able to pull all data (Incidents that are currently in - Views, HPD_Help_Desk form)Ok here is where I need some help -What I would like to do1. Login Page (Check your Remedy LoginID and password from CTM:People form)2. Based upon your Remedy LoginID show you only your Incidents you have open etc.3. Update your Incidents if needed.I've seen this done before, so I know it's possible.I searched the ARSList, ASP.Net, BMC Developer Community and MSDN to no avail on some sample codeI hope someone is willing to share some asp.net code, or where I can find some sample code.Current system -AR Server 7.1 patch 002Service Desk (Incident & Problem Patch 7)Mid-TierSQL 2005If there is any other information required please let me know.Thanks and have a great weekend.Kevin P. Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: ITIL Remedy
There seems to be a smoldering issue here. In previous versions, you could customize the dickens out of the ootb applications (To fit your business needs). However now with ITSM 7, customization is a four letter word. You are allowed to configure it, but if want to customize it you are breaking BMC's rules. It seems like there is a line being drawn in the sand between the AR Server application developers and the ITSM implementers. Is this thread now really about ITIL and ITSM? Just a reminder, this is the direction BMC is making with it's product line. You may like it, you may hate it, either way it's a product we have to support. Kathy, Was your question answered to your satisfaction? Kevin P. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITIL Remedy
The original question was asked about ITIL and ITSM 7. BMC is suppose to have ITSM 7 extremely ITIL compliant... how can one use ITSM 7 and expect the users not to follow ITIL in all areas of the IT organization? Yes, there will be many o-departments boasting about 'We don't need to follow ITIL, we are a different company and we do things differently here' True, a boat manufacturing company might be different from a mortgage broker, but business practices are pretty much the same across the board that's why ITIL was made! AR Server is like that famous burger slogan, you can have it your way, as long as you write the code, yourself. If you don't want to follow ITIL, don't get ITSM, develop your own applications. Anyways, if you want to use your head to get nails into a 2x4, go right ahead... I just think a hammer is 'best practice' Kevin P. **'Norm, Have you run into this situation: ". . . But then when you challenge those decisions by asking, "Why are we doing XYZ?" you get a very vocal and forceful, "BECAUSE ITIL SAYS SO!" If so, how did you handle it. If not, how would you handle it? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Tuesday, May 06, 2008 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy Just a few observations on this point...please forgive me if I sound a bit sardonic. First, did anybody really need ITIL to tell them to do what Ben describes in the first paragraph--i.e., Service Desk (I refuse to call it that--it's the HELP Desk) should be the first point of contact for customers, incidents are overseen by the Help Desk, the Help Desk forwards incidents to appropriate groups, and the Help Desk follows up with customers once the ticket is resolved? I mean, come on--we were doing that 15 years ago (or longer). That's, like, Help Desk 101. Second, people repeat over and over again, "ITIL is just a guideline...a framework...some best practices...a guide..." That might be fine if you're the person making all the decisions about what the ITIL processes are going to be and how they will be implemented, but if you're just the *implementer* following the directions of a myriad of bosses who are all gung-ho about ITIL and about being "ITIL certified" you are not at liberty to use ITIL (or any other disciplined process framework flavor of the month) as you so choose. You do what you're told. Other people make the decisions, and oftentimes those decisions make little sense. But then when you challenge those decisions by asking, "Why are we doing XYZ?" you get a very vocal and forceful, "BECAUSE ITIL SAYS SO!" -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Pancia Sent: Tuesday, May 06, 2008 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** One issue many organizations face is taking ITIL for gospel. ITIL is just a framework/guide for organizations to use to define their own best practices. When you tag positions like Owner or Manager to the process it leads people to believe that these are physical positions when they are really functions of the process. Everyone is correct in saying that the Service Desk should be the central point of contact for customers. A function of the Service Desk is to oversee the Incident Management Process. However, an incident may pass through several support groups and these support groups are also responsible for following the process. The service desk is there to create a ticket (hopefully resolve too), forward to support groups when necessary, be the POC for the customer if the customer needs to call in for additional questions/status updates, and follow-up with the customer once the incident is resolved. Now with Remedy some of these functions may be automated within the system. Once a ticket is resolved an email or survey may be sent out to the customer, which would constitute the service desk contact to the customer. Also, SLAs and OLAs may be put in place to ensure that the incident is handled in a timely manner. This allows the system to take over much of the functionality of the process flow. So as you implement the ITIL processes look at a lot of the things in ITIL as functions that are performed during the process. Every person/group involved in the process needs to understand the functions and may be responsible for doing the function at some point in the process. This was one of the things that ITIL v3 tried to address and one thing that the writers will stress. Remember ITIL is just a framework/guide to help organizations build their own best practices. Just because the sample flow diagrams and functions are in the ITIL books does not mean that organizations have to follow them to a
Re: ITIL Remedy
ITIL states the the Helpdesk should be the incident owner. The incident can be assigned to any support group. Helpdesk should be the single point of contact (opening the incident, giving the user a fix, workaround, making sure the incident is resolved, cradle to grave) This is ITIL's method. Kevin P. ** I understand both concepts - perhaps I need to clarify. Ticket comes in and the ticket is Auto-assigned to the Help Desk (Assigned Group). The Help Desk feels they should be the Incident Owner (Owner Group). The Help Desk then assigns the ticket to a Support Group (now the support group is the Assigned Group). The Support Group believes they should be the incident owner (Owner Group). In a message dated 5/5/2008 9:49:05 A.M. Pacific Daylight Time, [EMAIL PROTECTED] writes: Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Monday, May 05, 2008 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Hi Kathy, The Helpdesk really should be the owner of any incident. It's best that the customer has only one single point of contact -> the helpdesk.. they need to own the incident from cradle to grave.. and they should be able to spawn any change or problem from the given incident. >From a user's perspective, they hate being pushed around to 10 different "Support Groups" only to be handed off back to the Helpdesk... incident bouncing it not good. So to recap, Single point of contact -> Helpdesk (Keep your Level II,III from getting calls directly from customers) Incident owner -> Helpdesk (You can still assign it to other support groups) from cradle to grave. This method follows the Incident Process Flow Bar.. Hope this helps. Kevin P. ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITIL Remedy
No. Owner - Helpdesk Assignment - Level II, III etc The ownership should always belong helpdesk in a Single Point of Contact structure. There is no mixing going on. Kevin P. Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Monday, May 05, 2008 11:42 AM To: arslist@ARSLIST.ORG Subject: Re: ITIL Remedy ** Hi Kathy, The Helpdesk really should be the owner of any incident. It's best that the customer has only one single point of contact -> the helpdesk.. they need to own the incident from cradle to grave.. and they should be able to spawn any change or problem from the given incident. >From a user's perspective, they hate being pushed around to 10 different "Support Groups" only to be handed off back to the Helpdesk... incident bouncing it not good. So to recap, Single point of contact -> Helpdesk (Keep your Level II,III from getting calls directly from customers) Incident owner -> Helpdesk (You can still assign it to other support groups) from cradle to grave. This method follows the Incident Process Flow Bar.. Hope this helps. Kevin P. ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITIL Remedy
Hi Kathy, The Helpdesk really should be the owner of any incident. It's best that the customer has only one single point of contact -> the helpdesk.. they need to own the incident from cradle to grave.. and they should be able to spawn any change or problem from the given incident. >From a user's perspective, they hate being pushed around to 10 different >"Support Groups" only to be handed off back to the Helpdesk... incident >bouncing it not good. So to recap, Single point of contact -> Helpdesk (Keep your Level II,III from getting calls directly from customers) Incident owner -> Helpdesk (You can still assign it to other support groups) from cradle to grave. This method follows the Incident Process Flow Bar.. Hope this helps. Kevin P. ** Hi, In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. Should it be the assigned group or the Help Desk? What are the advantages of one over the other. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: OT - RE How to make a Production Server Up?
http://www.bmc.com/ Select Support Select Product Documentation Select Supported Product A-Z List Select the Letter R (From All Products (sorted by current name)) There you will find links with support for - BMC Remedy AR System Server BMC Remedy Service Desk Application (Incident & Problem as well as CMDB) BMC Remedy Asset Management Application BMC Remedy Change Management Application There are quite a few of PDF's to download... You will need a BMC support ID and password to access these files, your BMC sales rep should be able to help get you one if you don't have it. AR_User I hope this helps. Kevin P. Ask and you shall get 652,876,652,222 responses... Ask the correct question and you shall receive 1. ** Hi LJ, First of all Thank you very much for replying me and providing me important tips. I m really needy one and this thing (Updating Server) I m facing this first time. I worked on ITSM and ARS bt dont have any experience of making up the server. So I've Oracle as the DB and Windows Server 2003 and I've to install CMDB, Incident, Problem and Change. Is there any document describing this? Or will you provide me some guidelines for achiving this task? I'll be hightly grateful to you. Thanks LJ LongWing (Head) wrote: > > This forum has been VERY sarcastic over the last week or socut the > guy/girl a bit of slack, they obviously need 'guidelines' in standing up a > production serverso I'll give this very generic topic a stab > > First you need to have some sort of idea how many users you will be having > Then you need to get an idea of what sort of application you will need, if > using the ITSM Suite you know right off the bat you will need a beefy > server > Then you need to determine how many licenses you are going to need based > on > the server/apps/usage you are expecting > then determine if you want DB/App/Web all on the same box, or separate > boxes > based on your needs > BMC has a few 'Server Sizing' whitepapers that I have never looked at, but > they seem to be quite popular > > Please take a look at these suggestions and see if they help any > > _ > > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen > Sent: Thursday, April 24, 2008 8:43 AM > To: arslist@ARSLIST.ORG > Subject: Re: OT - RE How to make a Production Server Up? > > > ** This is how you make up a production server - > > 1 Cup of Filter Guides > 2 Tsp of Active Links (with Run If qualifiers) > 512 GB of Wyndows Server (or 4GB of Lynux, your taste preference) > 1 - 3 Months of Contract work (Because IT'S M an upgrade, don't you know!) > 7 dollars an hour > > Put all the above ingredients in a crappy 80286 server, must be a FULL > tower > system!!) > Hold it above your head with both hands, shake vigorously for 3.142 days, > while on one foot, chanting - It must work, It has to work, Why isn't it > working. > > Server to upper management immediately before they forget your project... > > Will server 2 - 50,000 people. > > Hope this helps > > Kevin P. > > ** > Thank you for posting this response. I was very close to responding > with "Try a ladder" or something equally...unhelpful. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire > Sent: Thursday, April 24, 2008 9:14 AM > To: arslist@ARSLIST.ORG > Subject: OT - RE How to make a Production Server Up? > > Is this Friday humor early? > > Can you give us a little more information? > > Did you break up with the server? Making up is hard to do! > Did it leave you? > > Was it an old version that felt unsupported? > > Claire "PE.Sality.MO is killing me... no sleep in 28 hours" Sanford > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of AR_User > Sent: Thursday, April 24, 2008 8:48 AM > To: arslist@ARSLIST.ORG > Subject: How to make a Production Server Up? > > Hello Friends, > > Will you please tell me how to make a production server up? > > I don't know how to do this. What I need to take care of and is there > any > standard procedures? > > Please help me...I'll be highly grateful to all of you... > > Thank you very much... - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: OT - RE How to make a Production Server Up?
This is how you make up a production server - 1 Cup of Filter Guides 2 Tsp of Active Links (with Run If qualifiers) 512 GB of Wyndows Server (or 4GB of Lynux, your taste preference) 1 - 3 Months of Contract work (Because IT'S M an upgrade, don't you know!) 7 dollars an hour Put all the above ingredients in a crappy 80286 server, must be a FULL tower system!!) Hold it above your head with both hands, shake vigorously for 3.142 days, while on one foot, chanting - It must work, It has to work, Why isn't it working. Server to upper management immediately before they forget your project... Will server 2 - 50,000 people. Hope this helps Kevin P. ** Thank you for posting this response. I was very close to responding with "Try a ladder" or something equally...unhelpful. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, April 24, 2008 9:14 AM To: arslist@ARSLIST.ORG Subject: OT - RE How to make a Production Server Up? Is this Friday humor early? Can you give us a little more information? Did you break up with the server? Making up is hard to do! Did it leave you? Was it an old version that felt unsupported? Claire "PE.Sality.MO is killing me... no sleep in 28 hours" Sanford -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of AR_User Sent: Thursday, April 24, 2008 8:48 AM To: arslist@ARSLIST.ORG Subject: How to make a Production Server Up? Hello Friends, Will you please tell me how to make a production server up? I don't know how to do this. What I need to take care of and is there any standard procedures? Please help me...I'll be highly grateful to all of you... Thank you very much... -- View this message in context: http://www.nabble.com/How-to-make-a-Production-Server-Up--tp16850458p168 50458.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: MidTier and Unsupported Locale
Hi Lisa, My bad, the CZ through me... it does look like CA_CZ is a dialect of Spanish. I would try to make a copy of LocalizedMessages_es.js and rename to LocalizedMessages_ca.js. Restart the mid-tier, etc. These are just local language error messages See if that helps. Kevin P. ** Hi Lisa, I believe it is from the Czech Republic http://en.wikipedia.org/wiki/.cz It might be a setting in the regional ans language settings (If a MS Windows system ?) Kevin P. ** I THINK this is because of a language setting on the customer's IE. I THINK ca is for Catalan which is not supported with the Mid Tier? Or do I just need to update my locales? Maybe just copy the English one and name it ca_CZ? Lisa - From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 23, 2008 9:44 AM To: arslist@ARSLIST.ORG Subject: MidTier and Unsupported Locale ** I don't not have a locale specified in my form at all and my customer is getting this error message when getting into the MidTier: The following error(s) occurred while trying to process your request: ARERR [9356] Unsupported locale ca_CZ The user is in Barcelona, Spain I checked under AR System/Mid-Tier/Resources/javascript and here are the files I have: LocalizedMessages.js LocalizedMessages_de.js LocalizedMessages_en.js LocalizedMessages_es.js LocalizedMessages_fr.js LocalizedMessages_it.js LocalizedMessages._jajs LocalizedMessages_ko.js LocalizedMessages_ru.js LocalizedMessages_zh_CN.js I also checked under AR System/Mid-Tier/Resources/javascript/Locale and I don't see a "ca_CZ" I see a "ca_ES" and a "cs_CZ" Does anyone know what kind of locale ca_CZ is and how can I fix this? We have Mid Tier 7.0.1 Patch 006 Windows 2003 ARS 7.0.1 Patch 006 Thanks! Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Track-It Helpdesk?
Good news / Bad news - >From the looks of it Track-IT version 4 had two different databases Enterprise used SQL. Standard was stored in the xBASE file file format (using FoxPro 2.5 index and memo format). If you have the SQL database version of Track-IT, you could use a View from in Remedy to pull data from Track-IT. Also, you could use AR System workflow active links, filters, and escalations to send data to external tables and even external databases using Direct SQL. (From Remedy to Track-IT, but you would need to know the Track-IT DB design).. It's going to be messy. The client really needs to take a long look at the cost and design time for this two way system. It would be a shame to create all of this workflow for a lifespan of a few months, only to trash it. Kevin P. ** The client doesn't not want to move Remedy at this time *sigh*. Remedy is our main system and they use Track IT. They would like for use to pass ticket to Track-IT from Remedy and when resolved, close out in Remedy. I was thinking view and vendor forms also but no experience on the Track- It side should prove for a fun time. :D Welton Bryant MCSE,MCP Sr. Business Applications Analyst CareTech Solutions Inc. 248-823-0341 Office 313-408-5188 Cell 800-428-4781 Pager [EMAIL PROTECTED] www.caretechsolutions.com - From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen Sent: Wednesday, April 23, 2008 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: Track-It Helpdesk? ** Good morning Welton, >From the looks at version 8, it uses SQL 2000, 2005 as the main database. If previous versions use SQL, a view form could be easily setup to access data from the Track-IT database and use it in Remedy. Remedy can easily pull information from various sources via View and Vendor forms. By two way integration, what do you mean? Creating, viewing, sharing information in both systems at the same time? Is one the main system? I one a backup? Why two systems? Kevin P. ** Has anyone had to develop a two way integration Between Track-IT from numara software and Remedy Helpdesk software. Any suggestions/integration tools/points that you may have used would be greatly appreciated. Thanks. on Bryant MCSE,MCP Sr. Business Applications Analyst CareTech Solutions Inc. 248-823-0341 Office 313-408-5188 Cell 800-428-4781 Pager - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Track-It Helpdesk?
Good morning Welton, >From the looks at version 8, it uses SQL 2000, 2005 as the main database. If previous versions use SQL, a view form could be easily setup to access data from the Track-IT database and use it in Remedy. Remedy can easily pull information from various sources via View and Vendor forms. By two way integration, what do you mean? Creating, viewing, sharing information in both systems at the same time? Is one the main system? I one a backup? Why two systems? Kevin P. ** Has anyone had to develop a two way integration Between Track-IT from numara software and Remedy Helpdesk software. Any suggestions/integration tools/points that you may have used would be greatly appreciated. Thanks. on Bryant MCSE,MCP Sr. Business Applications Analyst CareTech Solutions Inc. 248-823-0341 Office 313-408-5188 Cell 800-428-4781 Pager - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: MidTier and Unsupported Locale
Hi Lisa, I believe it is from the Czech Republic http://en.wikipedia.org/wiki/.cz It might be a setting in the regional ans language settings (If a MS Windows system ?) Kevin P. ** I THINK this is because of a language setting on the customer's IE. I THINK ca is for Catalan which is not supported with the Mid Tier? Or do I just need to update my locales? Maybe just copy the English one and name it ca_CZ? Lisa - From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Wednesday, April 23, 2008 9:44 AM To: arslist@ARSLIST.ORG Subject: MidTier and Unsupported Locale ** I don't not have a locale specified in my form at all and my customer is getting this error message when getting into the MidTier: The following error(s) occurred while trying to process your request: ARERR [9356] Unsupported locale ca_CZ The user is in Barcelona, Spain I checked under AR System/Mid-Tier/Resources/javascript and here are the files I have: LocalizedMessages.js LocalizedMessages_de.js LocalizedMessages_en.js LocalizedMessages_es.js LocalizedMessages_fr.js LocalizedMessages_it.js LocalizedMessages._jajs LocalizedMessages_ko.js LocalizedMessages_ru.js LocalizedMessages_zh_CN.js I also checked under AR System/Mid-Tier/Resources/javascript/Locale and I don't see a "ca_CZ" I see a "ca_ES" and a "cs_CZ" Does anyone know what kind of locale ca_CZ is and how can I fix this? We have Mid Tier 7.0.1 Patch 006 Windows 2003 ARS 7.0.1 Patch 006 Thanks! Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy Mid-Tier over a network....
Good morning Richard, >From the post, it's a little confusing... It states that all of the parts/modules are up and running (Does this include your Mid-tier?) If the Mid-tier is up and running, you should be able to access it via the following url - http://(Your Mid-tier Server)/arsys/shared/login.jsp?/arsys/ (IP example - http://192.168.1.1/arsys/shared/login.jsp?/arsys/) (DNS Name example - http://www.yourserver.com/arsys/shared/login.jsp?/arsys/) IIS/Tomcat doesn't need to be setup on a second system to access the Remedy Login page. If IIS/Tomcat isn't setup or working correctly. Please visit Apache's website. It will have information how to setup the isapi_redirect module (This is required for Tomcat to work with IIS) - http://tomcat.apache.org/connectors-doc/webserver_howto/iis.html http://tomcat.apache.org/tomcat-5.5-doc/index.html http://apache.hoxt.com/tomcat/tomcat-connectors/jk/binaries/win32/jk-1.2.26/ >From BMC's website (You will need a BMC ID and password) - Look for the document - BMC Remedy Action Request System 7.1.00 Installing and Administering BMC Remedy Mid Tier Hope this helps, Kevin P. >> **>> Thanks to all who offered advice I now have all of the >> parts/modules >> of the system up and running. Now my challenge is to be able to access >> them from a second computer on the network. Can anyone point me to >> where I can read up on how to set up IIS/Tomcat/Midtier so that I can >> og into another workstation and access the BMC Remedy applications? >> Thank you. >> Portions of this message may be confidential under an exemption to Ohio's >> >> public records law or under a legal privilege. If you have received this >> message i>> n error or due to an unauthorized transmission or interception, >> please delete >> all copies from your system without disclosing, copying, >> or transmitting this >> message. __Platinum Sponsor: www.rmsportal.com >> ARSlist: "Where the >> >> Answers Are" html___ - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
First Contact Resolution (FCR) ITIL & ITSM 7
Hello all, I'm trying to find information on FCR (First Contact Resolution) specifically for the Service Desk person. Is there a starting goal within ITIL regarding FCR? For example... the Service Desk needs to meet a 35% FCR goal. Or is this number subjective? If anyone is using FCR, could you please let me know your goal is and what factors you used to assess this goal. Thanks! Kevin P. - Never miss a thing. Make Yahoo your homepage. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Error Dialogs
How about ARInside utility? Kevin P. ** Yeah, I was only joking. I know that it could be useful for documentation purposes (for a few, anyway), too. But it would be kinda time consuming to gather them all, because they're in so many different places - there are some that reside in forms, some in workflow, some that are hard-coded, and some that are dynamic, which could only be captured by forcing their appearance. I wish you luck with that project. Rick On Fri, Mar 21, 2008 at 10:40 AM, Chris Doble <[EMAIL PROTECTED]> wrote: ** I am "painfully" aware of that part But I have seen quite often that Service Desk personnel will try to describe how to "Login" correctly, only to find that if they and the user had taken a moment to actually read all the verbiage in the error dialog, they could have solved the "issue" lickety split. So it might make sense to have a visual reference aid (I know, assuming they'd even bother to look at that) to get them all on the right track. Just a thought. This sort of sounds like spell checker too! On Fri, Mar 21, 2008 at 10:22 AM, Rick Cook <[EMAIL PROTECTED]> wrote: ** Why would anyone subject themselves to that level of pain, Chris? Having to see them individually is pain enough. ;-) Rick On Fri, Mar 21, 2008 at 10:11 AM, Chris Doble <[EMAIL PROTECTED]> wrote: ** Has anybody compiled a graphic list of all the different error dialogs that are presented in the ITSM suite? -- Thank You, Chris Doble mobile: 949-533-5346 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ -- Thank You, Chris Doble mobile: 949-533-5346 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Strange Remedy and VPN
Hi Kathy, If it's a windows system, you can try to add the IP address and FQDN of the system in the hosts file. Some VPN's don't resolve DNS properly. It might look something like this... 192.168.0.3ARSERVER.HOST.COM the file should be in c:\WINDOWS\system32\drivers\etc\hosts Have them try this and reboot. Kevin P. __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ITSM 7 ootb customization shenanigans!
Background - System Apps - ITSM 7.003 patch 7 ootb Forms - HPD:Help Desk, HPD:IncidentInterface_Create, PBM:Problem Investigation Fields - Status Database ID 7, Priority Database ID 100164 Issue - Attributes tab, ID Enumeration is set default (Linear, 0,1,2,3 etc) Yet the field Urgency Database ID 100162, on the same set of forms, is set to ID Enumeration Custom with 1000,2000,3000, etc !! Furthermore, on the form SRM:Request the Status field (Database ID 7) is set with the ID Enumeration Custom with 1000,2000,3000, etc !! Where is the consistency? Why is the ID Enumeration for Status and Priority fields not set to Custom i.e. 1000,2000,3000,4000 etc? Results - I have attempted to set these "Shared" fields on the above mentioned forms to custom enumeration 1000,2000.3000, however there is freakin workflow with hard coded qualifications. Once I made the changes on these forms, freakin workflow bombed... (I have only found 4 filters so far, but I can only guess how many there are...) I know about 2 years from now, when the ITSM 7 system is up and running with out any issues (wink wink), there will be a mandate from the powers that be to add another STATUS or PRIORTY value, and they will ask WHY is it after CLOSED? It should be in the middle! Should I at that point, tell them to talk to BMC? WHERE IS THE CUSTOMIZATION Kevin P. - Looking for last minute shopping deals? Find them fast with Yahoo! Search. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: How to find out the Request ID value of a current new entry
Hi Pascal, You can use a similar method that is used in the ITSM suite. ITSM 7 uses a supporting form called Ticket Number Generator to generate Incident numbers. This allows the service desk person to have the incident number before it is saved as a record in the database. If the incident is canceled, the record is not saved to the database. Workflow will have to be created to get the $LASTID$ and set it in your main form. Kevin P. > **> Hi all, > Im running ARS system version 7.0.1 and have a question concerning the Core > system field Request ID (or Entry ID), this field is automatically > incremented by the system when you register a new entry My question is the > following, when I would like to create a new entry on a form, the Request ID > field is empty until you submit this entry What I wanted to know is if it > is possible to know this number before submitting the entry so that I can > use it in a Active Link... I tried to use the keywords $LASTID$ and > incremented it but I have some strange result because he gave me a value of > 001 sometimes and even I think its quite complicate Any > better idea ??? Thanks Regards Pascal __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Adding an Attachment while using the User Tool
Hi Lisa, You can also have the user drag and drop the attachment to the attachment field. Kevin P. On Tue, 4 Mar 2008 09:59:57 -0500, Kemes, Lisa <[EMAIL PROTECTED]> wrote: >Customer has Windows XP OS, AR System Client 7.0.1 Patch 002. > >He is using his laptop screen and his desktop screen together. When his >user tool is on his laptop screen, he is able to right click on the >attachment box and get the "add" option and is able to add attachments >to a ticket. When his user tool is on his regular monitor, he right >clicks but does not get any of the options. I checked DPI and it is set >to 96. > >Any ideas? > >Lisa Kemes >AR System Developer >Tyco Electronics >717-810-2408 tel >717-810-2124 fax >[EMAIL PROTECTED] > > >___ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > - Looking for last minute shopping deals? Find them fast with Yahoo! Search. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ARS 5.12 Helpdesk 4.03 - Submit ticket Display only form question -repost
Hello ARSList, I have workflow related question. I am currently working on a system that includes the following - ARS 5.12 Helpdesk 4.03 The first form that is loaded upon login is a helpdesk console, this is a display only form and has several buttons to create, search and view existing tickets. If the New Ticket button is selected - another display only form is opened. After the person enters the require information, workflow pushes the fields to the hpd:helpdesk form to create a ticket. After looking through the existing workflow for the button New Ticket, I have found a active link with the If Action executing a Run Macro. This macro opens the above stated display only form in submit mode and sets a couple of fields with hard coded defaults. Now here's the question(s) - Why... Why would one use a Run Macro to open a display only form to submit a ticket to another form? Is there a advantage / benefit to using a Run Macro? Why not just perform a Open Window, if action? Thanks, Kevin P. - Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ARS 5.12 Helpdesk 4.03 - Submit ticket Display only form question
Hello ARSList, I have workflow related question. I am currently working on a system that includes the following - ARS 5.12 Helpdesk 4.03 The first form that is loaded upon login is a helpdesk console, this is a display only form and has several buttons to create, search and view existing tickets. If the New Ticket button is selected - another display only form is opened. After the person enters the require information, workflow pushes the fields to the hpd:helpdesk form to create a ticket. After looking through the existing workflow for the button New Ticket, I have found a active link with the If Action executing a Run Macro. This macro opens the above stated display only form in submit mode and sets a couple of fields with hard coded defaults. Now here's the question(s) - Why... Why would one use a Run Macro to open a display only form to submit a ticket to another form? Is there a advantage / benefit to using a Run Macro? Why not just perform a Open Window, if action? Thanks, Kevin P. - Looking for last minute shopping deals? Find them fast with Yahoo! Search. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
