Re: sample data in ITSM

[Kiran Patil]

You can ignore sample data.

On Sat 12 Sep, 2015 17:51 Sandeep Pandey  wrote:

> **
> Dear List,
>
> I am going to install fresh ITSM version 9.0 in production environment. My
> query is about sample data which comes with installer. Do we required
> sample data to check while installing fresh installation because this will
> unnecessarily consume user licenses aprrox # 15.
>
> What are the advantages/disadvantages of sample data while ITSM
> operational?
>
> Thanks.
>
> BR,
> Sandy
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Re: Remedy 9 implementation/Upgrade

[Kiran Patil]

Hi,

It's about complete platform including ITSM.

Regards

On Thu 25 Jun, 2015 12:18 Misi Mladoniczky  wrote:

> Hi,
>
> Are you talking about the AR System or ITSM?
>
> Best Regards - Misi, RRR AB, http://rrr.se
>
> > Hi All,
> >
> > Anyone is implementing/Upgrading Remedy 9 for their customer.
> >
> > 1. What is major driving factor for Remedy 9 implementation/upgrade in
> > competitive toolset?
> >
> > 2. How is the customer experience on Remedy 9 interface and reporting??
> >
> > Thanks in advance.
> >
> > Regards
> > Kiran Patil
> > Remedy Consultant
> >
> >
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Remedy 9 implementation/Upgrade

[Kiran Patil]

Hi All,

Anyone is implementing/Upgrading Remedy 9 for their customer.

1. What is major driving factor for Remedy 9 implementation/upgrade in
competitive toolset?

2. How is the customer experience on Remedy 9 interface and reporting??

Thanks in advance.

Regards
Kiran Patil
Remedy Consultant

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Re: Ticket Data Migration from 7.5 to 8.1

[Kiran Patil]

Thanks you so much to all for providing valuable input on data migration.

We have tested and verified integrator spoon will be best suited for our
requirement. As per our customer's requirement they are also forward to
retain foundation data ids from earlier version to. 8.1 so data access
control integrity with ticket will remain same.

Please provide your valuable input.

Regards
Kiran Patil
On 18-Nov-2014 6:27 pm, "Curtis Gallant"  wrote:

> **
> Something I haven't seen mentioned but is very important as well is one
> needs to be careful when crossing over multiple major versions.  The data
> models from ITSM 7.5 to 8.1 are not fully equivalent so if you just
> straight try and move all the data from a 7.5 system into an 8.1 system (A
> -> A), expect some breakage somewhere, typical examples could be changes
> with multiple approvals that are pending (in 8.0/8.1 there was some under
> the hood changes as well as consolidation of change approval processes).
> This is one of the reasons for a tool like DDM that does the version by
> version conversion in steps (albeit painfully in the setup and execution
> sometimes with workarounds needed but it's getting better and better
> documented with every release it seems).
>
> Straight shot tools from point A to point B are great for keeping say a QA
> environment in sync with PROD since they will be at the same version (and
> other similar requirements)  but unless you are sure of your data model
> (e.g you are running custom apps), a straight shot movement of the data
> from an older BMCs ITSM suite has some risks in an upgrade scenario that
> need to be fully vetted as breakage can and do happen very subtly sometimes.
>
> On a different but related topic, that CMT tool Sean mentioned a few
> emails up looks pretty neat, kinda how DDM 'should' be if what it says is
> all true :)
>
> On Tue, Nov 18, 2014 at 7:23 AM, Jarl Grøneng 
> wrote:
>
>> **
>> Hi
>>
>> You does not need to freeze anything. The requirement from the inital
>> poster was to set up a new server.
>>
>> With a new server you can move all your data. When the first load is
>> done, you start it over again. The next run will take just a few hours. And
>> when your ready to switch production to your new server, you run the
>> rrrChive again.
>>
>> Using this approach you can have a cut-over in just av few minutes.
>>
>> --
>> J
>>
>> 2014-11-18 12:07 GMT+01:00 Sean Harries :
>>
>>> **
>>>
>>> Hi Kiran, Jarl, Listers,
>>>
>>>
>>> While RRRchive has some great improvements in terms of handling the
>>> deletion of data and configurability, the main issue you're likely to face
>>> is performance. If you are able to agree the data freeze and data catch up
>>> management around a 20 day delta process then that is OK. On many of our
>>> projects, we found that was difficult to agree with the business and stake
>>> holders so we developed the Customer Move Tool.
>>>
>>>
>>> The Remedy API is great at a number of things, but bulk data migration
>>> is not among them. Using RRRchive, it previously took us over thirty days
>>> to accomplish a full data migration from a full copy of a Production
>>> system. After that migration, we then had to perform multiple delta
>>> migration runs leading up to go-live. The inherent limitation of the Remedy
>>> API has been recognised by BMC, and for the DDM product, some Forms like
>>> Audit and Worklogs are now migrated at the database level.
>>>
>>>
>>> The CMT Tool has a number of advantages over other tools currently
>>> available;
>>>
>>>  1. Moves data at the database level - we are typically able to move an
>>> entire ITSM application within a single day, rather than several weeks. The
>>> final delta migration for the Production cutover is less than an hour.
>>>
>>>  2. Automated discovery and analysis - CMT will discover a Remedy
>>> application including customizations and map the data. Any discrepancies
>>> like mismatched field lengths, missing enums or missing fields are
>>> identified and presented in the CMT Workbench web UI. This is a distinct
>>> advantage over other tools, which require you to mess about with XML files
>>> and will not automatically identify differences or pick up customisations.
>>> For a lightly customised system we would typically be ready to move data
>>> within a couple of days - which believe me compares very favourably to the
>>> effort expended in previous upgrad

Ticket Data Migration from 7.5 to 8.1

[Kiran Patil]

Hi All,

We are doing upgrading customer Remedy 7.5 to 8.1
Here is background -
1. Customer has 750GB-800GB transnational data of Incident, Change, Problem.
2. We are not doing in-place or staged In-Place upgrade. We will
implementing new 8.1
system and migrating data from Remedy 7.5 to Remedy 8.1.
3. Core Req:
  1 -  Customer wants all historical data to be migrated into
Remedy 8.1 along with
work logs (with attachments), Related other tickets,
task, SLA, Approvals (For change), audit log.
  2 -  Customer wants to retain old ticket number in system and
dont want new
ticket Id to be generated during migration process.

Our Solution:
1. Using UDM we can import transaction data and disable new Id creation and
can
retain old ticket number however we cannot control on C1 to retain from
old system.
UDM approach has 64000 records limitation per batch so migrating 750GB
will take
months or may be years to migrate data.

Is anyone has migrated ticket data using this approach, I would like to
hear issues/challenges occurs during activity. As per BMC somehow they dont
recommend it.

Any suggestion or idea will be welcomed.

Thanks
Kiran Patil







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Re: Remedy Administrator in Jacksonville Florida

[Kiran Patil]

Will employer sponsor the VISA?


On Fri, Sep 5, 2014 at 7:39 PM, Terri Lockwood 
wrote:

> **
>
> My company, SunGard Corporation, is looking for a *BMC Remedy
> Administrator*. SunGard is a growing company and great to work for.  It
> is a full time, direct hire position.  It would be based here in
> Jacksonville Florida.  Below are the position requirements.
>
>
>
> *BMC Remedy Administrator *
>
>
>
> Job ID #: 29618  Primary Location: US-FL-Jacksonville-701 San Marco Blvd
>
> Secondary Location(s):  UK-England-London-25 Canada Square
>
>
>
> Division: Financial Systems  Group: Corporate Liquidity
>
> Business Unit: AvantGard-Treasury/Receivables  Department: Operations - IT
>
>
> Functional Area: Information Technology  Education Desired: Bachelor’s
> Degree or equivalent
>
> Position Type: Full-Time Regular  Experience Desired: At least 10 years
>
> Relocation Provided: No
>
> Travel Percentage: 10
>
>
>
> Position Responsibilities
>
>
>
> • Provide daily support to customers of the AvantGard Remedy application.
>
> • Evaluate, design, develop, and debug BMC Remedy forms and workflows for
> IT and non-IT functional areas.
>
> • Configure ITSM suite in a multi-tenant, internal support and external
> customer facing environment.
>
> • Develop and maintain application interfaces to BMC Remedy systems.
>
> • Monitor and support BMC Remedy implementations and upgrades.
>
> • Analyze existing IT processes as related to ITSM tools.
>
> • Work as a member of BMC Remedy related projects.
>
> • Support and train all users on use of BMC Remedy and supporting systems.
>
> • Stay on top of all trends and technologies supporting ITSM functions.
>
> • Participate and engage in meetings to discuss, address, evaluate,
> support, or advance the role of Remedy.
>
> • Recommend process improvements to increase employee productivity and
> reduce administrative overhead as identified through reporting and auditing.
>
> • Provide scheduled metrics reporting as defined by management.
>
> • Provide ad hoc reporting on an as needed basis.
>
> • Support related systems as required by management.
>
>
>
> Position Requirements
>
>
>
> • Bachelor’s degree or equivalent work experience
>
> •10 years BMC Remedy Development and Administration.
>
> •7 years Crystal Reports, Business Objects, Informatica or similar
> reporting tools development
>
> • Knowledge of BMC Remedy ARS 7.x platform or 8.x platform
>
> • Knowledge of BMC Remedy  ITSM Suite 7.x. or 8.x
>
> • Knowledge of BMC Remedy on Windows Platforms
>
> • Knowledge of Perl, Shell, and other scripting automation languages
>
> • Knowledge of SQL.
>
> • Familiarity with Incident/Problem Management, Change Management,
> Asset/Inventory Management, SDLC, and DevOps processes in an enterprise
> environment
>
> • Communication and interpersonal skills
>
> • Project management and documentation skills
>
> • Troubleshooting, diagnostic and performance analysis skills
>
> • Remedy Administrator and Developer Training or demonstrated experience
>
> • ITIL Foundation Certification (v3 preferred, v2 accepted).
>
>
>
> If interested please send me your resume or click here to apply:
> http://financialsystemsjobs.sungard.com/jacksonville/information-technology/jobid6005465-bmc-remedy-administrator-jobs
>
>
>
>
>
> *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 •
> teresa.lockw...@sungard.com
>
>
>
> [image:
> http://my.knowhow.sungard.com/_layouts/images/SunGard%20Signature/Signature1.png]
> 
>
>
>
> *Join the online conversation with SunGard’s customers, partners and
> Industry experts and find an event near you at: www.sungard.com/ten
> . *
>
>
>
> P *Think before you print *
>
>
>
> CONFIDENTIALITY: This e-mail (including any attachments) may contain
> confidential, proprietary and privileged information, and unauthorized
> disclosure or use is prohibited. If you received this e-mail in error,
> please notify the sender and delete this e-mail from your system.
>
>
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Re: 44699 Resending

[Kiran Patil]

Corrected**
 Are you using Incident as fulfillment application?


On Thu, Jul 25, 2013 at 4:40 AM, Robert Heverley
wrote:

> **
> Hello All,
>
> Please see the attachment. Can someone give some guidance on where I go to
> manually assign the group. Every time this happens, I have to cancel the
> request. Any help would be greatly appreciated. Thank you.
>
> Robert
> _ARSlist: "Where the Answers Are" and have been for 20 years_




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*
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Re: 44699 Resending

[Kiran Patil]

Hi Robert,

Are you creating Incident as fulfillment application?


Regards
Kiran


On Thu, Jul 25, 2013 at 4:40 AM, Robert Heverley
wrote:

> **
> Hello All,
>
> Please see the attachment. Can someone give some guidance on where I go to
> manually assign the group. Every time this happens, I have to cancel the
> request. Any help would be greatly appreciated. Thank you.
>
> Robert
> _ARSlist: "Where the Answers Are" and have been for 20 years_




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Re: Asset Classification

[Kiran Patil]

Hi Kathy,

I think Ethernet can be mapped to *BMC.CORE:BMC_LAN* class as its
subcomponent of network connectivity and related to LAN terminology and CI
type can be *Collection* > *Connectivity Collection** *in Asset Management*.
*Relationship can be deifned as* **BMC_HostedAccessPoint** *or you may
create new relationship class as CDM changes.

As per my expereince Ethernet can be categories as *Network -> LAN ->
Ethernet** * in product catalog.

Hope this will help you to define your class model.

*Regards*
*Kiran*
*
*


On Tue, Jul 23, 2013 at 10:49 PM, Kathy Morris wrote:

> **
>
> Hi,
>
> ** **
>
> I have HP Virtual Connect Flex-10 GB Ethernet Modules for BladeSystems.  *
> ***
>
> Does anyone have these type of assets in your environment?
>
> Trying to figure out if these should be classified as NICs, or if we
> should create a separate class for them.
>
> These HP Ethernet modules need to be related to a server and the chassis.*
> ***
>
> Any recommendations on how to classify these assets to build the correct
> relationships?
>
> ** **
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*
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Re: Does the init form still work?

[Kiran Patil]

Hi Lisa,

Init-Form:  parameter can be used to capture event when user
login to user tool (thick client) this *parameter does not work for web
client*.

You can add java script to remedy login web page to record required
information.


Regards
Kiran






On Tue, Jul 23, 2013 at 2:59 PM, Lisa Singh  wrote:

> I was reading a discussion about using an init form to be able to
> track last login time of users more easily than trying to download
> millions of records using AR System Historical License Usage.
>
> Does anyone know if init forms still work in the Brave New World of
> mid-tier?
>
> Kind Regards,
>
> Lisa
>
>
> Remedy 7.6.04 SP4
> Windows 2008 R2
> MS SQL Sserver
>
>
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*
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Re: How to generate work infos and associate to incidents from incoming emails

[Kiran Patil]

Hi,

You can use one fixed user for all email coming from unregister email I'd in 
remedy and say requter's FN, LN, location  same for all same kind of request 
except email I'd. Carry same email I'd (from where original email come) on 
incident form (through interface form) in customer email I'd field. 
Here even if you have fixed user for unregister email I'd, system will sent all 
customer notification to requter's email I'd. 

Regards
Kiran




On Tue, 23 Jul 2013 00:23:59 +0550, arslist@ARSLIST.ORG wrote:
> Thanks Douglas. I can't figure out how to get the email to be picked up by 
> the email engine to begin with, without submitting as a template, i.e. 
> including #AR-Message-Begin and the server/user/pw etc. I've got filters on 
> the Messages form to fire on submit where direction = Inbound, and to parse 
> the INC out of the subject, and a staging form and lookup workflow 
> between the AR System Email Messages form and HPD:IncidentInterface forms, 
> but without the email being picked up to begin with, it's running pretty dry 
> :).
> 
> Any thoughts?
> 
> 
> ** 
> It can be pretty complicated.
> 
> You will need to have workflow that watches the AR System Email messages 
> form, and when an email comes in, you can, in the simplest case, use the 
> HPD:IncidentInterface_Create form to push a new incident into Help Desk.  YOu 
> could then attach the email as a work info item, using the 
> HPD:IncidentInterface and the Incident created previously.
> 
> To get fancier, you could grab the user information from the from field, and 
> use that to set the requester information on the incident during the initial 
> create.
> 
> It's not hard, but it's not "enable this active link" either.
> 
> On Mon, Jul 22, 2013 at 2:30 PM, Jim Hetfield  wrote:
> Anyone know how BMC's support website takes incoming emails and associates 
> them to incidents? I'm looking into how to do that, creating work info 
> entries from incoming emails. We're on 7.5 ARS/ITSM and going to 8.X isn't an 
> option at this time.
> 
> TIA
> Jim
> 
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Re: Adding New change reason value in 8.1

[Kiran Patil]

Hi Lokesh,

Below error indicates selection field does not have value is in the list
being configured. For you need to add your new attribute to Approval-change
join form as well.

Check, transaction in filter+SQL log @ same timestamp mentioned in approval
log, you will get it.

 [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - 306 Value does not
fall within the limits specified for the field
 [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - 4502 Operation
cancelled due to error
 [Fri Jul 19 05:20:52.140] [Thread 1] ERROR - New-Details -
CHG:Infrastructure Change - CRQ1120


Regards

Kiran



On Mon, Jul 22, 2013 at 2:31 PM, Lokesh Jayaraman  wrote:

> **
> Hi Kiran,
>
> I have compared the workflow between OOB change reason and newly added
> change reason. Everything looks same but approval logs shows error "Value
> does not fallen with limit" but not sure which form , I have receiving
> error.
>
>
> On Mon, Jul 22, 2013 at 2:14 PM, Kiran Patil wrote:
>
>> **
>> Hi Lokesh,
>>
>> OOB workflow does work for OOB change reason field. You need to make sure
>> OOB workflow also works for new attribute you have created for change
>> reason field.
>> Enable server side log and find out workflow use change reason field to
>> initiate approval process and make sure same workflow understand new
>> attribute.
>>
>> You may need to add same attribute to approval and change join from to
>> carry same value further, check server side log for more details.
>>
>> Regards
>>  Kiran
>>
>>
>>
>> On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman <
>> lokeshjayara...@gmail.com> wrote:
>>
>>> **
>>>
>>>
>>> I am having issues when I add new change reason value in infrastructure
>>> change related forms. When I select the new change reason , the CRQ should
>>> move forward to Scheduled status from Draft.
>>>
>>> I have created a new process flow where the CRQ moves forward from Draft
>>> to Scheduled for No Impact changes and associated the new process flow to
>>> the Approval process config form. In approval process config form I have
>>> defined a record.
>>>
>>> In change template form when I have a old value in the Change Reason
>>> field say as "Maintenance" and try to create a CRQ, it works as expected.
>>> However When I have the new value in the Change reason field and create a
>>> CRQ but the CR is not moving from draft to Scheduled.
>>>
>>> Please any suggestions...
>>>
>>> Regards,
>>> Lokesh Jayaraman
>>> 9566066338
>>>
>>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>> *Regards*
>> *
>> **Kiran Patil*
>> *Cognizant Technology Solutions*
>> *Pune, India*
>> *Mob No: +91 989 037 7125
>> *
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
>
>
> --
> Lokesh Jayaraman
> 9566066338
> “இறைவன் மனிதனுக்குச் சொன்னது *கீதை*,
> மனிதன் இறைவனுக்குச் சொன்னது *திருவாசகம*்,
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>



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*
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*

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Re: Adding New change reason value in 8.1

[Kiran Patil]

Hi Lokesh,

OOB workflow does work for OOB change reason field. You need to make sure
OOB workflow also works for new attribute you have created for change
reason field.
Enable server side log and find out workflow use change reason field to
initiate approval process and make sure same workflow understand new
attribute.

You may need to add same attribute to approval and change join from to
carry same value further, check server side log for more details.

Regards
Kiran



On Mon, Jul 22, 2013 at 12:33 PM, Lokesh Jayaraman <
lokeshjayara...@gmail.com> wrote:

> **
>
>
> I am having issues when I add new change reason value in infrastructure
> change related forms. When I select the new change reason , the CRQ should
> move forward to Scheduled status from Draft.
>
> I have created a new process flow where the CRQ moves forward from Draft
> to Scheduled for No Impact changes and associated the new process flow to
> the Approval process config form. In approval process config form I have
> defined a record.
>
> In change template form when I have a old value in the Change Reason field
> say as "Maintenance" and try to create a CRQ, it works as expected. However
> When I have the new value in the Change reason field and create a CRQ but
> the CR is not moving from draft to Scheduled.
>
> Please any suggestions...
>
> Regards,
> Lokesh Jayaraman
> 9566066338
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




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*
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*Mob No: +91 989 037 7125
*

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Re: How to send message to parent that child window has finished loading in parent view field

[Kiran Patil]

Hi,

Please refer below steps from BMC Help, hopw this will help you.
You can check BMC help for details.

 Using Commit Changes with a dialog box

In workflow, you can use a display-only form as a dialog box to capture
user input. To do this, you use the Commit Changes action to transfer the
data back to the parent form, in combination with the Open Window and Close
Window actions, as follows:

- In an Open Window action with the Dialog window type, map the data to
   be written in the field mapping for the On Dialog Close Action. See "Open
   Window 
action"<http://127.0.0.1:57285/help/topic/com.bmc.arsys.studio.help/BMC%20Remedy%20Developer%20Studio%20Help-33-31.html>
   .
- Use the Commit Changes action before the Close Window action to write
   the data entered in a dialog box to the parent form.
- Use the Close Window action to close the dialog box. See "Close
   Window 
action"<http://127.0.0.1:57285/help/topic/com.bmc.arsys.studio.help/BMC%20Remedy%20Developer%20Studio%20Help-33-13.html>
   .


Regards
Kiran



On Sun, Jul 21, 2013 at 3:10 PM, Angus Comber wrote:

> Just to be sure I understand what you are saying, you mean that I create
> an active link with execution options Display selected.  Then If action
> commit changes?  So I commit some variables in fields from my child from to
> the parent form.
>
>
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*
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*Mob No: +91 989 037 7125
*

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Re: How to send message to parent that child window has finished loading in parent view field

[Kiran Patil]

Hi,

Use commit changes action in your active link on display only (child) form.

Regards
Kiran 


On Sat, 20 Jul 2013 20:41:17 +0550, arslist@ARSLIST.ORG wrote:
> I am displaying a child window in a parent form view field.  I want to send a 
> message to the parent window when the child window is loaded.
> 
> so I created a run process active link on the child form with execution 
> options: 'Window Loaded'
> 
> The run process command was:
> 
> PERFORM-ACTION-SEND-EVENT @ "ChildFormReady"
> 
> On the parent form I created an active link with execution options: "Event" 
> and Run if $EVENTTYPE$ = "ChildFormReady"  and load a message to user (this 
> is just testing feature)
> 
> But the message never gets raised.
> 
> If I right click on child window and refresh page, only then do I see message.
> 
> What am I doing wrong?
> 
> This is thin client, Internet Explorer 10 (in compatibility mode) on remedy 
> 7.6
> 
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Re: Workflow Concern

[Kiran Patil]

Hi,



It is not recommended to write custom code to perform normalization
activity. Atrium has OOB capability to perform normalization, you may need
to debug it and find out root cause for failure.

 Check atrium log in atrium folder where it would be easy to identify root
cause. search in log with Instance ID or CI Name where normalization has
been failed.

 And also check CI type mentioned on ProductAliasMapping form and on
Product Catalog foundation form. We have faced this issue because of CI
type mismatch.



What Atrium version are you running on?



Regards

Kiran





On Thu, Jul 18, 2013 at 8:38 PM, Kathy Morris wrote:

> **
>
> Hi,
>
> ** **
>
> We tried to set a normalization rule for a class of CIs and it was not
> working properly.
>
> If we used a filter to set a field attribute in class BMC_OperatingSystem
> – would the filter be more of a performance hit?
>
> Not sure of how the workflow is queried/modified thru the normalization
> rule.  Is it about the same performance hit as a filter?
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




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*

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Re: Extending 8.1 CMDB with a new Class / AST:Attributes records not being created

[Kiran Patil]

Hi Tim,

We have ARS 8.1 environment with same Atrium version. I had created new
class under computerSystem class. Class has been created successfully along
with Asset Join form and I am able to create and search CI in newly created
class.

Please check below things if synchronization has not happened correctly.

1. Open new created class in edit mode in class manager -> More information
tab -> check if AR
System form name is there or not.
2. Make sure you have completed Aseet cmdb synch through cmdbdriver.
3. Go to SHR:SchemaNames -> search record with new class schema name -> Set
"*Has Asset UI = Yes * (Yes/No)
4. Form Lookup Tab -> Set Form Code e.g.ALP
5. Check "*Form lookup"* Check Box.

Clear browser cache and temporary files. Its working for me.

Good luck !!

Regards
Kiran




On Thu, Jul 18, 2013 at 11:46 PM, Hulmes, Timothy CTR MDA/ICTO <
timothy.hulmes@mda.mil> wrote:

> **
>
> I know there has been many discussions about how the CMDB functionality
> has changed in the 8.1 system.
>
> I discovered a new issue that I don't think has been discussed yet,
> Extending the CMDB with a new class.
>
> We have a requirement that has caused us to extend the CMDB with an
> additional class.
>
> The normal process for a CMDB extension has been completed. 
>
> The problem: When users create a record in the new Asset class form
> nothing is pushed to the AST:attributes form.  (This causes the user to not
> see the record.)
>
> We have done some research and have identified at least 2 filters that
> possible need to be modified. These filters push data to BMC forms and to
> the attributes form.  They are both set to trigger on the AST forms. Our
> new AST from is not in the Associated forms list. We have added our new
> form to these two filters (ASI:SHR:All_600_PushToBMCForm and
> AST:SHR:All_PushToAssetAttribute).  We are still not getting a record
> created for this new class in the AST:Attributes form.
>
> The question: Has anyone been able to successfully extend the CMDB with a
> new class and have the attributes form created so users can see the
> records? 
>
> Tim
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




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*
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*Mob No: +91 989 037 7125
*

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Re: flagging particular time segments as cautionary

[Kiran Patil]

Hi Marcelo,

You can use SLM modeul here. You need to configure SLA for change
Management and specify Start and Stop condition as per scheduled window and
configure repeatative milestone which will sent as email to desired set of
users.


Regards
Kiran Patil



On Tue, Jul 16, 2013 at 1:58 AM, Martinez, Marcelo A wrote:

> **
>  Hello Listers,
> I am wondering if there is any functionality in Remedy that can flag (or
> send emails, or ??? ) when changes are to happen during a particular
> timeframe.
> I’ll try to elaborate a little. We have well established monthly
> maintenance windows in change management. These windows are expected to be
> used when system outages are eminent. We have heavily communicated these
> windows to our end user community. Now, this does not prevent an IT team
> from performing changes outside of these windows IF they communicate to
> their end users about the outage. Occasionally, we will have a change
> request that conflicts with activities happening on the business side, get
> some push back and IT will have to postpone the change. the process is
> pretty is well established and accepted.
>
> I’ve been asked by IT management if there is a way to flag certain
> timeframes in Remedy as “cautionary” so that changes to be scheduled during
> these timeframes are scrutinized more. For example “month end closing” or
> “midyear budgetary review”. I am wondering if the change calendar has any
> such functionality, or if time segments could be utilized (or ???).
> Basically what they want is “check with business group X if performing
> changes with outages during this time period”.  The business unit may or
> may not be OK with the requested changes. we don’t currently have services
> defined, therefore we cannot tie changes to services for business approval
> – and we don’t use business approvals; only approvals within IT dept.
> ideas are welcomed.
>
> ARS/ITSM 8.1
>
> Thanks in advance,
>
>
> *Marcelo Martinez*
> IT Change Management / Remedy Administration
> IT Customer Care
> Chevron Phillips Chemical Company, LP.
> 832.813.4262
> 832.381.7776
>
> *Notices:*
> This message is conveyed, and any use is expressly subject to the
> disclaimer found at the following url:
> *www.cpchem.com/forms/disclaimer1.asp*<http://www.cpchem.com/forms/disclaimer1.asp>
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




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*
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*

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Re: Archive Incident Management& Change Management 7.1

[Kiran Patil]

Hi,

Please refer below link for RRR tool details.
*https://www.rrr.se/cgi/index?pg=chive-doc*


If you are thinking of using Remedy Archiving to implement, below are brief
details
To delete the older records we can use the archive option in AR System form.

 Open the required form in Developer Studio, go to Form->Form
Properties->Archive:

Enable the archiving and set it to any one of the followings as per
requirement
.. Copy to Archive and Delete from Source if you want to only move the data
to the archive form and delete it from main source form.
.. Copy to Archive, so that the data is moved to archive form and it is
still present on the main form.
.. Delete from Source, if you want to delete the data from the main form.

In case you want to delete the records and no longer need it select Delete
from source. Once you delete the records from the main form you will not be
able to get them back. So use this option with caution.
*[Note: Remedy archiving has big performance impact, so avoid to perform
this activity during business working hours]*

Regards
Kiran


On Mon, Jul 15, 2013 at 4:34 PM, mahmoud mahdy wrote:

> **
> where can I get RRR tool..??
>
>  --
> Date: Mon, 15 Jul 2013 04:44:24 -0500
>
> From: vkulka...@columnit.com
> Subject: Re: Archive Incident Management& Change Management 7.1
> To: arslist@ARSLIST.ORG
>
> **
>
> Well use tools like RRR to delete data via remedy. I have deleted similar 
> sized data. In less than 3 weeks.
>
> Sent from my Xperia™ smartphone
>
> mahmoud mahdy  wrote:
>
>
> **
> I contacted WIPRO whom support BMC Remedy, and they told me that deleting
> from DB level is better as it is a huge data and the system may not be able
> to complete.
>
>  --
> Date: Mon, 15 Jul 2013 04:19:48 -0500
> From: vkulka...@columnit.com
> Subject: Re: Archive Incident Management& Change Management 7.1
> To: arslist@ARSLIST.ORG
>
> **
>
> Delete from remedy as far as possible.
>
> Sent from my Xperia™ smartphone
>
> mahmoud mahdy  wrote:
>
>
> **
> Dears,
> I'd like to delete the history and keep only the last two years.
> so, is it better to delete form remedy forms or DB..?
> Thanks
>
>  --
> Date: Mon, 15 Jul 2013 14:41:23 +0530
> From: kiranpatil@gmail.com
> Subject: Re: Archive Incident Management& Change Management 7.1
> To: arslist@ARSLIST.ORG
>
> **
> Hi Mahmoud,
>
> You can achieve remedy archiving using some of the external tools like
> rrchive, Informatica, BMC DSO
>
> 1. First find out business timeframe and condition for data archieving.
> 2. Identify main forms and related forms to archieve.
>
> Use any of the above tool or similar tool to migrate data.
>
> Challenge here would be data integritiy which should be impacted.
>
> Good Luck !!
>
> Regards
> Kiran
>
>
>
>
>
>
> On Mon, Jul 15, 2013 at 2:22 PM, mahmoud mahdy wrote:
>
> **
> Dears,
>
> Kindly help as we have (500 GB database file) which affecting our
> performance and causing system down.
> is there a way to truncate the history data from the system or DB..?.
>
> Thanks,
> Best Regards,
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
> *Regards*
> *
> **Kiran Patil*
> *Cognizant Technology Solutions*
> *Pune, India*
> *Mob No: +91 989 037 7125
> *
> _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_
>



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*
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*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Re: Archive Incident Management& Change Management 7.1

[Kiran Patil]

Hi Mahmoud,

You can achieve remedy archiving using some of the external tools like
rrchive, Informatica, BMC DSO

1. First find out business timeframe and condition for data archieving.
2. Identify main forms and related forms to archieve.

Use any of the above tool or similar tool to migrate data.

Challenge here would be data integritiy which should be impacted.

Good Luck !!

Regards
Kiran






On Mon, Jul 15, 2013 at 2:22 PM, mahmoud mahdy wrote:

> **
> Dears,
>
> Kindly help as we have (500 GB database file) which affecting our
> performance and causing system down.
> is there a way to truncate the history data from the system or DB..?.
>
> Thanks,
> Best Regards,
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
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*
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*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Re: Reconciliation Engine and New Records

[Kiran Patil]

Hi Lisa, 

1- Are indentification ids getting generated for
manual created CI in sandbox?
2- If yes, copy reconID of any of manual created 
And search on BASE_Element form and check 
Check how many records your getting?
3- do you have any other datasource integrated
With cmdb to populate CI? 

Regards
Kiran 


On Thu, 11 Jul 2013 20:24:24 +0550, arslist@ARSLIST.ORG wrote:
> Yep, doing the debug now.  But if there are no errors, I'm not sure what
> it's going to show me. 
> 
> I'm going to check the logs in a few minutes and see what I can find.
> 
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Downing, Ryan
> Sent: Thursday, July 11, 2013 10:28 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Reconciliation Engine and New Records
> 
> ** 
> 
> Hi again Lisa,
> 
>  
> 
> Also, you may want to set your log level to "Debug" in the settings
> 
>  
> 
> 
> 
>  
> 
> Ryan.
> 
>  
> 
> From: Downing, Ryan 
> Sent: Thursday, July 11, 2013 10:12 AM
> To: arslist@ARSLIST.ORG
> Subject: RE: Reconciliation Engine and New Records
> 
>  
> 
> Hi Lisa,
> 
>  
> 
> A couple of questions:
> 
>  
> 
> 1.   What is the ReconciliationIdentity value of the SANDBOX
> records? Is it a zero "0"  (If so.backup these records and then
> delete them and retry running the job).
> 
> 2.   Does a BMC.ASSET record already exist for the  CI with the same
> Name value or ReconciliationIdentity
> 
> 3.   Have you looked at the reconciliation log files in  directory>\ AtriumCore\Logssee if there is a merge or identification
> specific issue there (this should tell you something about each of the
> records having an issue)
> 
> 4.   Is the delete dataset active or Inactive
> 
>  
> 
> 
> 
>  
> 
> Regards,
> 
> Ryan.
> 
>  
> 
>  
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa A DLA CTR
> INFORMATION OPERATIONS
> Sent: Thursday, July 11, 2013 9:41 AM
> To: arslist@ARSLIST.ORG
> Subject: Reconciliation Engine and New Records
> 
>  
> 
> ** 
> 
> Recon Engine is running, no errors, but when adding new records to Asset
> Management, they are not moving over to the BMC.ASSET dataset, they are
> stuck in the Sandbox.
> 
>  
> 
> I'd like to see what's happening so I believe I would turn on API and
> SQL logging.  But when I turn this on for 5 or 10 minutes, there's about
> 20,000 lines to wade through.
> 
>  
> 
> What am I looking for?  A simple SQL statement that's changing the
> DatasetID field on the Base Element form from BMC.ASSET.SANDBOX to
> BMC.ASSET?  (I can get the Base Element form id from AR Schema form and
> search on that).
> 
>  
> 
> Checked Reconciliation Job Events table and everything looks good (no
> errors).  The only thing I can see that's sort of weird is that in
> Identification is modifies 198 records, but no merges (0) and no deletes
> (0).
> 
>  
> 
> Lisa Kemes
> 
>  
> 
> _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: Work Orders Assignee Error

[Kiran Patil]

Hi Mark,

There is guidline from BMC to increase AP:Role Member list field length.
You can get in tocuh with BMC Support for guidline.
Make sure, size has increased not more than 4000 Char beacuse that will
change datatype in case of oracle db and which may have huge impact at db
level.

Regards
Kiran




On Wed, Jul 10, 2013 at 11:50 PM, Brittain, Mark wrote:

> **
>
> Hi All,
>
> ** **
>
> I am setting up the Work Order Assignee role for users and ran into a
> problem for a large group. After I had assigned the role to about 60 users
> I got the error Max Size 512 AP:Role Member List. Looking at the AP Role
> form I can see that every time I added someone to the role their username
> was placed in the Member List field which does have a limit of 512. I don’t
> plan on using approvals on the Work Order and need to assign the role to
> the other 40 group members.  Has anyone run into this and if so what did
> you do?
>
> ** **
>
> ARS 7.6.04 SP3
>
> ITSM 7.6.04 SP3
>
> ** **
>
> Thanks
>
> Mark
>
> 
>
> *Mark Brittain*
>
> Remedy Developer
>
> ITILv3 Foundation
>
> *NaviSite – **A Time Warner Cable Company***
>
> mbritt...@navisite.com
>
> Office: 315-453-2912 x5335
>
> Mobile: 315-882.5360
>
> [image: email-Logo-031813]
>
> ** **
>
> --
> 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
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> 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
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*
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*

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Re: ardbcquery.dll

[Kiran Patil]

Hi Sanford,

Check if you have below plugin entry in ar.cfg file on all 3 servers. Below
entry should be threre to initiate plugin.

Server-Plugin-Alias: REMEDY.ARDBC.APPQUERY REMEDY.ARDBC.APPQUERY
:

Regards
Kiran



On Tue, Jul 9, 2013 at 4:41 AM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> My test and my development servers are throwing out this error:
>
> The specified plug-in does not exist. : REMEDY.ARDBC.APPQUERY (ARERR 8755)
>
> BMC Communities says I need to make sure I have this file on my server
> "ardbcquery.dll".
>
> I have checked all three of my servers and it is not on any of them.
>
> Would you please check your servers and see if you have it and if you do,
> where is it located
>
> Thank you!
>
>
>
> ITSM 7.6.04 SP2
> ARS 7.6.04 SP3
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
>
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*
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Re: SRM AIF adding custom fields in 8.x

[Kiran Patil]

Hi Mark,

This is very strange remedy behavior :)
Anyway, You can try with OOB Non SR fields available on AIF form. Check if
same scenario work for OOB Non SR field.
If that works, then it should alos work for your custom field.

Regards
Kiran




On Tue, Jul 9, 2013 at 11:53 PM, Mark VanOsdel
wrote:

> Hello, is it possible to add custom fields to an Advanced Interface Form
> (AIF) in SRM v8.1 and have those fields get saved to the custom AIF form on
> submit? I have done this in previous version very easily; however, it is
> not working in v8.1.
>
> Please note, I created my AIF from (SRS:AdvancedInterface_Without
> BackendMapping) and all I want to do is add custom fields and have them
> saved directly to the AIF form on submit... there is no backend mapping to
> WO or anything. I can see the filter that performs the push fields to the
> AIF form fire; however, it does not have the field values for my custom
> fields. The odd part is if I hard code a value to the custom field in the
> filter, it will push that value but not what is entered in the fields
> directly.
>
> Any help would be greatly appriciated.
>
>
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*
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*

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Re: What form is arsvcdsp.log turned on from? Dispatcher

[Kiran Patil]

Hi Tim,

Application Dispatcher - arsvcdsp process is being used with the Approval
server and the
Application Pending form.
Check If Approval debug mode is ON or NOT from Approval Administrative
console.

Regards
Kiran


On Wed, Jul 10, 2013 at 12:51 AM, tim rondeau wrote:

> **
> Hi,
>
> I was wondering if some can tell me where this log is getting turned on.
> I do see it in the config, but cant find what form this was turned on from.
>
> We are running 7.1 patch 7 on windows.
>
> Thanks
>
> Tim
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




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*
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*

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Re: Please help me

[Kiran Patil]

Hi Robin,

As per your requirement, I would suggest remedy Web Services.

Case Study -
1. When user will hit enter on field, push entry record in one of the
custom form lets say "A"
2. Write consume third party web service (Telecordia Granite/Oracle) on
form "A" with the help of filter.
3. As Web service consume result - you can create single or multiple
records in second staging form say "B"
Please refer BMC Third Party Integration Guide for more details.
4. Create table field on form which will visible to end user i.e where end
user hit enter.
5. Point table field to Form "B" and refresh it using same workflow.

This is very convinient way in such requirement as stated above.

I hope this will help you.

Thanks
Kiran Patil





On Thu, Jul 4, 2013 at 2:04 PM, Robin Mathew  wrote:

> Hi,
>
> Requirement
>
> When user enters a value in a field in Remedy form and press Enter,pull
> matching records from an external system and display them in a table field.
>
> External System:Telecordia Granite/Oracle
>
> Additional information
>
> 1.The matching records can be many records(50-100)
>
> 2.Direct interaction with external system database is not supported.
>
> 3.Not required to store returned matching records in Remedy system.
>
> Proposed solution
>
> I proposed view form based solution,but the external team is not
> supporting it.
>
> Please help me if you know any other solution for this requirement.Thanks.
>
> Regards
> Robin
>
>
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*
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Re: Tomcat Errors in Catalina Logs

[Kiran Patil]

Hi Scott,

I would suggest to go for Patch 4, which has some mid-tier fixes however in
means time you can check mod_k and jvm setting for tomcat as below

To work around the issue, we had to update the workers.properties and the
Apache mod_jk directives to disable retries and disable socket re-use.

Apache Directives:
   JkOptions +DisableReuse

worker.properties:
   worker.propertiese.retries=0


The header size periodically exceeded the max packet size supported by the
AJP configuration.  When the headers do not fit into a single packet, AJP
drops the packet and logs an error.  We resolved this by increasing the max
packet size to 65536.  This is more of an issue where special things are
inserted into the request/response headers (SSL, SSO, other things).  To
address this we had to update the Tomcat AJP listener configuration
(server.xml) and the worker.properties:

worker.properties:
   worker.midtier.max_packet_size=65536

Tomcat AJP Listener (added the packetSize parameter):
   

Hope this will help you.

Regards
Kiran Patil




On Tue, Jul 2, 2013 at 11:19 PM, Myers, Scott
wrote:

> **
>
> Hi all,
>
> I’m running Remedy Mid-Tier 7.6.4 SP3 on a Linux Red Hat Server 6.2 with
> Tomcat 6.0.  Our ARSystem is 7.6.4 SP3.   CASFilter appears in the null
> receipt error below.  It’s what we use for our single sign on.  
>
> ** **
>
> Occasionally, we see some java errors showing up in the logs that I have
> had no luck troubleshooting.  They are intermittently throwing Null Receipt
> errors and Null Pointer errors.  Any ideas of how to get a handle on them?
> 
>
> ** **
>
> ** **
>
> Jul 01, 2013 1:28:52 PM org.apache.catalina.core.StandardWrapperValve
> invoke
>
> SEVERE: Servlet.service() for servlet BackchannelServlet threw exception**
> **
>
> java.lang.NullPointerException
>
> at
> com.remedy.arsys.stubs.ServerLogin.threadDepartingGoatSpace(Unknown Source)
> 
>
> at com.remedy.arsys.stubs.GoatServlet.teardownSessionData(Unknown
> Source)
>
> at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source)
> 
>
> at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)***
> *
>
> at javax.servlet.http.HttpServlet.service(HttpServlet.java:617)***
> *
>
> at javax.servlet.http.HttpServlet.service(HttpServlet.java:717)***
> *
>
> at
> org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290)
> 
>
> at
> org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
> 
>
> at
> edu.yale.its.tp.cas.client.filter.CASFilter.doFilter(CASFilter.java:336)**
> **
>
> at
> org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235)
> 
>
> at
> org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206)
> 
>
> at
> org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233)
> 
>
> at
> org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191)
> 
>
> at
> org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:128)
> 
>
> at
> org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102)
> 
>
> at
> org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109)
> 
>
> at
> org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293)
> 
>
> at
> org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:849)
> 
>
> at
> org.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.process(Http11Protocol.java:583)
> 
>
> at
> org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:454)***
> *
>
> at java.lang.Thread.run(Thread.java:722) 
>
> ** **
>
> Jul 01, 2013 4:30:20 PM org.apache.catalina.core.StandardWrapperValve
> invoke
>
> SEVERE: Servlet.service() for servlet HomeServlet threw exception
>
> java.lang.IllegalArgumentException: Cannot evaluate a null receipt.
>
> at
> edu.yale.its.tp.cas.client.filter.CASFilter.isReceiptAcceptable(CASFilter.java:459)
> 
>
> at
> edu.yale.its.tp.cas.client.filter.CASFilter.doFilter(CASFilter.java:413)**
> **
>
> at
> org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235)
> 
>
> at
> org.apache.catalina.core.ApplicationFilterChain.

Re: performance issue

[Kiran Patil]

Hi Flex,

Do you use BMC Analytics and does analytics has seperate db which I would
say mirror or production database.
If Analytics has seperate db which is in synch with Production db then you
can design schedulers to purge transactional data from production server as
analytics db already will have hostorical data.

Regards
Kiran Patil



On Wed, Jun 26, 2013 at 4:56 PM, Frex Popo  wrote:

> **
>  Hi everyone,
>
> In addition to a reporting server, we have some 10 forms in a primary
> server with large volume of data. Adhoc AR Reports and searches are
> executed on the data nearly every day and this is causing some serious
> performance issues. **
>  Any thought on how to resolve this? We were thinking about moving the
> data to a different database (thorough replication or nightly database
> copy) but we need either an additional server (perhaps DSO) but this will
> need an extra license. Enabling archiving at the form level is another
> option but we will still have to use the primary server and additional
> configuration needs to be done at the queues and thread level as well and
> plenty of table indexing.
> Any pointer will be very much appreciated.
>
> BTW this is ARS7.1
>
> Thank you
> frex
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 
*Regards*
*
**Kiran Patil*
*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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Re: User client issue

[Kiran Patil]

Hi Vinay,

Could you please share details about AR Server/ITSM version?

~ Kiran

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Re: Open Window - Dialog - Commit Changes.

[Kiran Patil]

**
Hi Prakash,

Mapped output field from Display only form to regular parent form. On close write action Commit changes from display only form.
On close output mapping will set value in respective field and commit changes will perform modify/save action on regular form.

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

Re: ADDM Synchronization causing AR Server memory leak

[Kiran Patil]

Hi Simon,

When ADDM start synch with AR System, it start loading CI into ADDM sandbox 
dataset. Loading CI is resource consuming process however you need to check if 
any reconcilation jobs are configured with inline execution mode i.e run time. 

Make sure there is ample time in between ADDM Data Synch and reconcilation & 
Normlaization Job execution.
E.g. We have made schedule as below

Every Day ADDM to CMDB Synch @ 1:00:00 AM Server Time zone
Normalization - 5 :00:00 AM Server time Everyday
Reconcilation - 7 :00:00 AM Server time Everyday
We kept ample time in between all activity. 
 Hope this will help you.

~ Kiran

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