Please remove me from ARSList

[Lammey, Peter A.]

Can you please remove me from the list?

Thanks
Peter Lammey
ESPN IT CSI Architecture and Automation
860-766-4761


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Trying to setup Remedy Import into HPD:IncidentInterface_Create

[Lammey, Peter A.]

I was tasked to setup a spreadsheet ingest process that would create resolved 
incidents in our Incident 7.02 system.
I updated all filters on the HPD:IncidentInterface_Create form to fire on Merge 
as well as Submit and it works for creating open Assigned tickets however after 
mapping all the fields that seemed necessary I seem to be getting this error:

Field does not exist on this form (ARERR 314)

I don't know where to go with this error.
I ran filter logging on the server to see if anything surfaced on this but 
nothing jumped out as to why this is happening.

I have separate interfaces that were setup for different projects that included 
a display form that people would fill out and click a Submit Resolved button 
and the data would be pushed to IncidentInterface_Create with the same fields I 
am importing and the tickets get generated as resolved with no problem.

Perhaps a merge is surfacing bad code or something?
Anyone have any ideas?

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

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Re: Documenting Remedy customizations and source control

[Lammey, Peter A.]

I prefer to track all coding releases either in change requests but also 
organize all impacted forms and workflow into a Packing list.
If it fields, then the packing list has the form so then in my change request I 
would write in what fields are actually impacted.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Andrew Yacenda
Sent: Tuesday, October 19, 2010 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Documenting Remedy customizations and source control

**

We are in the midst of an internal audit of our Remedy application.  We are 
looking at findings for inadequate documentation of Remedy customizations and 
"coding standards", as well as for not using software source control tools.  I 
am curious how other groups address these things, and whether it is different 
for large changes (form creation, lots of workflow, project level) versus small 
(couple of fields or workflow objects)?

Thanks.

Andrew Yacenda
Remedy Administrator / Developer
[cid:image001.gif@01CB6FA8.88F7A130]
817-525-7463 (w) | 214-621-0823 (m)
andrew.yace...@americredit.com



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<>

Re: User Tool On Win 7 64 Bit

[Lammey, Peter A.]

Thank you for all your suggestions.  I will attempt a reinstall and see if that 
resolves the issue.
Since my Win7 64 bit system does not have anything critical saved on the hard 
drive I will be reimaging it back to our standard corporate image and then 
install the 7.5 client tool again.
I will let you know how that goes.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Susan Palmer
Sent: Wednesday, August 11, 2010 5:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: User Tool On Win 7 64 Bit

**
Sorry if you're getting this twice.  I was REJECTED !!  When you hit reply all 
and it keeps the posting you're replying to it wants you delete the older 
postings I guess to cut down on number of lines.  1000 lines seems to be the 
magic number although I doubt there were that many ???

Peter,

Our Help Desk does the following, I doubt the MAS200 applies to everyone but 
maybe some other application does.

Two components are the main culprits to produce these errors.  The first being 
a mis-configured or non-configured ODBC driver for the AR system.  If this is 
indeed configured correctly, then I will verify some other settings in Remedy 
such as the search path.  If all settings appear to be configured properly, 
then I have to resort to a re-installation of the application.  However, prior 
to doing so, I rename the 3.0 folder located at the following path to ensure a 
new installation of the Crystal Reports library:

C:\Program Files\Common Files\Business Objects

This will generally resolve all problems.  Although there are cases where we've 
come across conflicting versions of Crystal Reports.  This has been known to 
happen when dealing with people in Finance since they are using a considerable 
older version, which is due to the fact that we are behind a few versions on 
MAS 200.  In Finance it basically comes down to which application would you 
like to run reports in, Remedy or MAS 200?
Thanks,
Susan
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Re: User Tool On Win 7 64 Bit

[Lammey, Peter A.]

I have ARS 7.5 Patch 5 installed on a Windows 7 64 bit platform and everything 
works except for any crystal reports run from the Report Console.
I keep getting this error:

An error occurred while generating the Crystal report: 0x80004003 - Invalid 
pointer (ARERR 1904)

Ive tried several of the embedded reports including the out of box ones and I 
get the same error.
When I tried to edit the AR System ODBC driver I get the error "The setup 
routines for the AR System ODBC Driver ODBC Driver could not be found.  Please 
reinstall the driver."

I had no errors when running the install of the Remedy User 7.5 tool so not 
sure why this component is failing.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Susan Palmer
Sent: Tuesday, August 10, 2010 9:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: User Tool On Win 7 64 Bit

**
Joe,

These will be new PC's installed with Windows 7 os.  The issue is the 64 bit 
and making sure everything works.  I have a personal laptop with Win7 but it's 
32 bit so everything works fine.

Are you able to run Crystal Reports from the user tool?

Do you ever access mid-tier from your 64 bit PC?  How about running Crystal 
Reports from there?

Thanks,
Susan


On Tue, Aug 10, 2010 at 7:30 PM, Joe DeSouza 
mailto:joe_rem...@yahoo.com>> wrote:
**
Susan,

I have been using 7.5 Patch 3, then upgraded to Patch 4 and now Patch 6 on 
Windows 7, and apart from some of the known issues, I have had no problems with 
using it on Windows 7.

I had never had to use Windows Vista so not sure if the new security model that 
Windows 7 uses is something that Windows Vista introduced as I have graduated 
from using XP straight to Windows 7. So to change some of the configuration 
files (to increase the JVM for Dev Studio and the import tool), you would need 
to change the security settings on the initiation files even if you are logged 
in as an Administrator, before you would be allowed to make that change..

Also the Dev studio uses the 32 bit JRE so the default 64 bit JRE will not 
work..

Cheers

Joe


From: Susan Palmer mailto:suzanpal...@gmail.com>>
To: arslist@ARSLIST.ORG
Sent: Tue, August 10, 2010 5:53:12 PM

Subject: Re: User Tool On Win 7 64 Bit

**
Thanks David, this is good news.

What do you use in place of Crystal?

Susan
On Tue, Aug 10, 2010 at 4:37 PM, Shellman, David 
mailto:dave.shell...@tycoelectronics.com>> 
wrote:
**
Susan,

We are using the 7.5 Patch 004 desktop client on Windows 7 64 bit OS and 
Windows XP against our 7.1 server.  Since we have helpdesks around the world we 
are accessing the same server using 6 different regional instances of 7.5 Patch 
004 MidTier.

I haven't heard of any ODBC issues.

We have very minimal use of Crystal Reports and likely will be decommissioned 
in the near future.

Dave



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan 
Palmer
Sent: Tuesday, August 10, 2010 5:24 PM

To: arslist@ARSLIST.ORG
Subject: Re: User Tool On Win 7 64 Bit

**
We are in the process of planning PC replacements and we want to go to Windows 
7 64bit operating system.

We are also upgrading our ARS to v7.5 including the user tool.  The second 
phase of this upgrade will be to install mid-tier and replace the user tool.

Keeping in mind we'd like to use Windows 7 64bit, is anyone successfully using 
v7.5 user tool AND v7.5 mid-tier (what should we call it) client?

In that scenario any issues running Crystal Reports XI in either the user tool 
or mid-tier client?  ODBC issues?

I've read through the posts and there seems to be a variety of combinations 
being used and it was confusing to arrive at a definitive answer.  The 
compatibility doc is not as clear as I'd like.

Thanks for providing your experiences!

Susan

Susan Palmer
ShopperTrak
200 W Monroe 11th Floor
Chicago, IL 60606
312-529-5325
spal...@shoppertrak.com



On Thu, Jun 24, 2010 at 7:00 AM, Robert Fults 
mailto:rfu...@fiu.edu>> wrote:
**
I am aware of this.  However, I was just providing the official Microsoft names 
and how I got things working.  I did make mention to the issue I saw during 
testing from Win 7 Beta to RC to RTM. ;)

http://windows.microsoft.com/en-us/windows7/products/features/windows-xp-mode

Sincerely,

Robert Fults
Remedy Admin/Dev.
Florida International University
Email: rfu...@fiu.edu
http://uts.fiu.edu/

From: LJ LongWing [mailto:lj.longw...@gmail.com]
Sent: Wednesday, June 23, 2010 3:18 PM

Subject: Re: User Tool On Win 7 64 Bit

**
Robert,
There is a difference between running something in XP Compatibility mode and 
running something in XP Virtual modeI have had to do both with some 
soft

Re: CI Name* should Unique in Asset Manag

[Lammey, Peter A.]

I agree.  The Atrium CMDB application should have made the ID field unique.  It 
wouldn't be a true ID of an asset if it was not unique and because this was not 
enforced in the system, we have had a rash of a number of assets that were 
duplicated in the system.
I don't think Name can be unique.  Many times you may just want to generically 
give a name to an Asset CI and I should note that this would be a problem with 
the Purchase Module workflow since I believe it will stage the initial CI Names 
for received assets with the Purchase Line Item description.
If you setup filters to produce errors when CI Name is already used the 
Receiving workflow from Purchasing would cease to work properly.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Monday, August 02, 2010 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: CI Name* should Unique in Asset Manag

**
I could come up with some quick reasons why it's a bad idea.  The most basic 
one is that while unique CI Names would be good from the perspective of 
managing physical assets, it gets tricky when you talk about things like 
software, databases, etc.  You could make up a naming convention to populate it 
with, such as Visio 2...@pc123456 to indicate that it's a copy of Visio 2007 on 
PC123456, but why force yourself to do that?

The Token ID field is good for a unique ID if you need one you can set, 
otherwise there is always the Instance ID if you just need it within Asset 
Management / CMDB.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Saturday, July 31, 2010 6:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: CI Name* should Unique in Asset Manag

**
Try looking in the AR System Configuration manual. But if you don't know how to 
do this basic thing, my guess is that you don't understand WHY you should or 
should not do so. Someone with that level of knowledge is likely to do 
unintended harm by messing with the CMDB.

Rick


From: "IT (Amanullah Bashir Ahmed)" 
Sender: "Action Request System discussion list(ARSList)" 
Date: Sat, 31 Jul 2010 15:00:14 +0400
To: 
ReplyTo: arslist@ARSLIST.ORG
Subject: CI Name* should Unique in Asset Manag

Hi there,
Version 7.1

In Asset Management CI Name* would be unique, how is it possible?
I want to make CI Name* Unique in Asset Management. Is there any possibility?



Thanks & Regards

Amanullah



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Re: Crystal Report error

[Lammey, Peter A.]

Does your Remedy User client have ODBC use underscores checked?  This can be 
found in the menu Tools ->  Options and in the Advanced tab.  Also verify that 
your Remedy application server name is listed in Report Server field (and 
includes TCP if necessary in the TCP field next to that field).

Thanks 
Peter Lammey 
ESPN IT Packaging and Automation 
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Friday, July 23, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Crystal Report error

We are using Business Objects 11.5 with ARS 7.5

When I try to run pre-canned reports in Incident Manager, I get the following 
eror

The table 'HPD_Help_Desk' could not be found. Error in File 
C:\WINDOWS\TEMP\HPD5fAssigee5fModifed1 
{E5FBF338-ED6F-4707-8B9E-E3BA1E0309AB}.rpt: The table could not be found.

Have to confess am not a experienced crystal report person so need some help.

Thanks

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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Lammey, Peter A.]

I do know that Change Management for 7.02 has the "Copy Change" option in the 
Quick links bar on the left that pops up a screen for the user to fill in how 
they want the new change to be setup.
This acts like a Copy to New with added options for how you want the new copy 
to be setup.
Did see this for Incident though.
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Friday, July 23, 2010 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Can it be an enhancement request for ITSM too?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, July 23, 2010 9:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Yes.  "Copy to New" is a known enhancement request and is tentatively expected 
to be available in a future release.

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bisanti,Susan [CMC]
Sent: Friday, July 23, 2010 6:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: Statement of Direction regarding EOL of Remedy User client has 
been amended.

**
Greetings,

My users have complained about not seeing the "copy to new" option in the 
webtool.  Any idea if there are plans to add it?

Regards,

Susan

Susan Bisanti
CHP et opérations nationales | HPC and National Operations
Direction générale du dirigeant principal de I'information | Chief Information 
Officer Branch
Environnement Canada | Environment Canada
2121 route Transcanadienne,  | 2121 Trans-Canada Highway,
Dorval (Québec) H9P 1J3 | Dorval (Quebec) H9P 1J3
susan.bisa...@ec.gc.ca
Téléphone | Telephone 514-421-4666
Télécopieur | Facsimile 514-421-4703
Gouvernement du Canada | Government of Canada
Site Web | Website www.ec.gc.ca

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Re: Statement of Direction regarding EOL of Remedy User client has been amended.

[Lammey, Peter A.]

David,

How will Crystal Reporting for the Remedy ITSM applications be supported after 
version 7.6.03 if the Remedy User client is no longer going to be supported?
Will any companies who adopt versions after 7.6.03 be required to purchase a 
Crystal Enterprise or BI Server and license it in order to use the OOB reports 
for ITSM?
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Tuesday, July 13, 2010 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Statement of Direction regarding EOL of Remedy User client has been 
amended.

**

I wanted to alert everyone that the following Statement of Direction has been 
amended.



(Statement of Direction) End of Life for BMC Remedy User  
PDF



http://documents.bmc.com/products/documents/61/94/106194/106194.pdf



The reason for amendment is as follows:



Due to changes in market needs that occurred after the original statement in 
October 2009, the version number for AR System was changed to enable AR System 
to synchronize its version number with other BMC products releasing in the same 
time frame.  In addition, BMC has accelerated the end-of-life for the Remedy 
User client to occur in the next major or minor release after 7.6.03.



The FAQ section of the Statement of Direction has been updated to address 
questions around this amendment as well.

-David J. Easter
Sr. Product Manager, Enterprise Service Management
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.






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Re: Right Answers and 7.6

[Lammey, Peter A.]

I just get a pop up "Thank you for using the solution.." or something like that 
and are taken back to the incident window but window doesn't change and when I 
click on the Retrieve button I receive an error that you need to click the Use 
Solution button.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
What happens when you try to use the RA solution?

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Yes.  BMC was here for the setup and integration of the workflow for RKM 
integration with Incident and Problem.
The integration for RKM articles into Incident tickets works fine but clearly 
it does not work when we integrate with Right Answers articles.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
Peter,

I had worked with ITSM 7.1 when I worked with RA and RKM and was able to do 
that.. Not sure if there is an issue with ITSM 7.0.

Did you do the integration part exactly like documented? Create fields with the 
right field ID's and import the necessary workflow etc??

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Are you able to retrieve Right Answers articles though (or any external source 
for that matter) into an Incident?
We discovered with our ITSM 7.02 install that it cannot retrieve external 
source articles and put information on the article into an incident.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum 
issues. The issue I had (which was sticking out like a sore eye) was the hit 
list or the favorites displayed the file name of the article which made no 
sense since the file name was not descriptive of what the solution was about 
but a very serial like name that the html file has..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6
**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were 
there any integration issues or gotchas? Or was it rather straight forward?
Thanks,
Keith
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Re: Right Answers and 7.6

[Lammey, Peter A.]

Yes.  BMC was here for the setup and integration of the workflow for RKM 
integration with Incident and Problem.
The integration for RKM articles into Incident tickets works fine but clearly 
it does not work when we integrate with Right Answers articles.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
Peter,

I had worked with ITSM 7.1 when I worked with RA and RKM and was able to do 
that.. Not sure if there is an issue with ITSM 7.0.

Did you do the integration part exactly like documented? Create fields with the 
right field ID's and import the necessary workflow etc??

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Lammey, Peter A.
Sent: Wednesday, July 07, 2010 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Are you able to retrieve Right Answers articles though (or any external source 
for that matter) into an Incident?
We discovered with our ITSM 7.02 install that it cannot retrieve external 
source articles and put information on the article into an incident.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6
**
Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum 
issues. The issue I had (which was sticking out like a sore eye) was the hit 
list or the favorites displayed the file name of the article which made no 
sense since the file name was not descriptive of what the solution was about 
but a very serial like name that the html file has..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6
**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were 
there any integration issues or gotchas? Or was it rather straight forward?
Thanks,
Keith
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Re: Right Answers and 7.6

[Lammey, Peter A.]

Are you able to retrieve Right Answers articles though (or any external source 
for that matter) into an Incident?
We discovered with our ITSM 7.02 install that it cannot retrieve external 
source articles and put information on the article into an incident.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, July 07, 2010 10:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Right Answers and 7.6

**
Keith,

I have with 7.1 using RKM as the underlying solutions engine, with minimum 
issues. The issue I had (which was sticking out like a sore eye) was the hit 
list or the favorites displayed the file name of the article which made no 
sense since the file name was not descriptive of what the solution was about 
but a very serial like name that the html file has..

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of K Sinclair
Sent: Wednesday, July 07, 2010 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Right Answers and 7.6

**
Has anyone used Right Answers with a vanilla 7.6 ITSM install? If so, were 
there any integration issues or gotchas? Or was it rather straight forward?
Thanks,
Keith
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Re: incident SLAs

[Lammey, Peter A.]

Whenever you are plugging in a Keyword into Remedy fields that are not the 
Advanced Search bar it always seems to put the "\" right after the $ sign.
They are basically the same.

Thanks 
Peter Lammey 
ESPN IT Packaging and Automation 
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, June 29, 2010 5:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: incident SLAs

Peter - Thanks for the suggestion. I will test it in Dev. I knew it had to be 
easier than I thought.

What is the difference between $NULL$ and $\NULL$ ? I've seen this before but 
can't remember exactly.

Marcelo




-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, June 29, 2010 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: incident SLAs

Set your Stop conditions for your Response SLA to the following:

'Status' >= "Resolved" OR 'Status History.In Progress.TIME' != $\NULL$ OR 
'Status' = "In Progress" OR 'Status History.Resolved.TIME' != $\NULL$

This way when the ticket is Resolved or Closed or Cancele or In Progress it 
stops the clock and determines Measurement status and will stay stopped as long 
as you have a Status history date for Resolved or In Progress.

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, June 29, 2010 4:12 PM
To: arslist@ARSLIST.ORG
Subject: incident SLAs

I wanted to ping the list to see what others are doing/thinking regarding SLAs 
and ITSM.
We currently have 2 SLAs per incident: response and resolution. - we'll focus 
on the response SLA for now.

As normal, when a ticket is new, the SLAs are attached and are kicked off when 
the status is "Assigned".  The response SLA stops when the ticket is set to "In 
Progress". This means that the ticket has been acknowledged. If the ticket is 
re-assigned to another support group, the status changes back to "Assigned" and 
the response SLA starts calculating time again.
I have been asked to look at "once the response SLA is met once, then don't 
restart it if the incident is assigned to another support group". Or as some 
folks put it "why have to shoot the duck twice if it's already dead with the 
first shot".

I was thinking of creating a hidden field on the HPD:Help Desk form and having 
a filter populate this field if the status is "In progress". AND adding to the 
Terms and Conditions of the response service target: AND 'field' = $NULL$.

I wanted to check w/ the list if this is a good solution or if I am creating 
workflow for something that can be done OOB by a setting change.

Any comments appreciated. Thanks.

Marcelo

ARS7.1 P7
ITSM 7.0.03 P6
SLM 7.0 P4

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Re: incident SLAs

[Lammey, Peter A.]

Set your Stop conditions for your Response SLA to the following:

'Status' >= "Resolved" OR 'Status History.In Progress.TIME' != $\NULL$ OR 
'Status' = "In Progress" OR 'Status History.Resolved.TIME' != $\NULL$

This way when the ticket is Resolved or Closed or Cancele or In Progress it 
stops the clock and determines Measurement status and will stay stopped as long 
as you have a Status history date for Resolved or In Progress.

Thanks 
Peter Lammey 
ESPN IT Packaging and Automation 
860-766-4761


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, June 29, 2010 4:12 PM
To: arslist@ARSLIST.ORG
Subject: incident SLAs

I wanted to ping the list to see what others are doing/thinking regarding SLAs 
and ITSM.
We currently have 2 SLAs per incident: response and resolution. - we'll focus 
on the response SLA for now.

As normal, when a ticket is new, the SLAs are attached and are kicked off when 
the status is "Assigned".  The response SLA stops when the ticket is set to "In 
Progress". This means that the ticket has been acknowledged. If the ticket is 
re-assigned to another support group, the status changes back to "Assigned" and 
the response SLA starts calculating time again.
I have been asked to look at "once the response SLA is met once, then don't 
restart it if the incident is assigned to another support group". Or as some 
folks put it "why have to shoot the duck twice if it's already dead with the 
first shot".

I was thinking of creating a hidden field on the HPD:Help Desk form and having 
a filter populate this field if the status is "In progress". AND adding to the 
Terms and Conditions of the response service target: AND 'field' = $NULL$.

I wanted to check w/ the list if this is a good solution or if I am creating 
workflow for something that can be done OOB by a setting change.

Any comments appreciated. Thanks.

Marcelo

ARS7.1 P7
ITSM 7.0.03 P6
SLM 7.0 P4

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Re: Windows UserID

[Lammey, Peter A.]

Ah I see...then you are right.  No added identification is needed if there is a 
incident tied to that survey with a Customer identified there.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Wednesday, May 05, 2010 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: Windows UserID

**
Peter, that's a valid point, but he said that the user's information is already 
in the survey - from the Incident.  That is what prompted my initial question 
of why they needed further validation of that user's identity.

Rick
On Wed, May 5, 2010 at 7:33 AM, Lammey, Peter A. 
mailto:peter.a.lam...@espn.com>> wrote:
**
What if the user really felt that the services provided were very 
unsatisfactory and that was highlighted by their survey results and management 
wanted to the organization to contact the user (if they elect to by some means) 
to clarify what their expectation was that was not met.

Most of the time people dont even fill out a survey so there may not be many to 
sift through that are submitted in say a month.
But for the people that took the time to fill out the survey and indicated that 
they were quite unsatisfied with the service provided, it might be helpful for 
management to contact that person directly and find out exactly where things 
went wrong and assure them that they will rectify the problems they experienced 
so that any future services that they request will go much smoother.

I know that if I switch to say a different internet provider or new cable 
provider at home and I experience all kinds of issues, if I took the time to 
fill a survey out indicating how dissatisfied I was with the service and if I 
elected to get a callback then I may like the personal attention that cable 
provider or internet provider gave me to hear about my experience and what they 
are going to do to rectify the issue for the future.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Rick Cook
Sent: Wednesday, May 05, 2010 10:17 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Windows UserID

**
OK, let me see if I can be more clear in my objections.

Your management, for some unexplained reason, wants to know who is filling out 
the surveys.  You are trying to satisfy that requirement technically.  I am 
trying to address it from a business perspective, and that almost always starts 
with the question "Why?".

The only reason I can guess for that is that they want to be sure that the 
person filling it out is the person to whom it was directed.  Let's look at 
three factors in that.

 *   How valuable is knowing who actually filled out the survey, from a 
practical standpoint?  What will be done with those metrics, if anything?
 *   What are the chances of accidental misuse?
*
Since the surveys are only sent to the person who is supposed to have them, 
making it pretty difficult for User2 to even know that a survey is available 
for User1.  It would be MORE work for someone to try to answer someone else's 
survey than to just do the ones they get sent, and most people don't even fill 
THOSE out.  So practically speaking, there is very little chance of an 
accidental misuse of the survey.
 *   What is the likelihood of intentional misuse?
*
Are they concerned that there will be an epidemic of people taking surveys for 
other people?  Do they think their people have so little to do that they will 
spend even free time spoofing other users to fill out their surveys?  If so, 
they have a bigger problem than satisfying this requirement could possibly 
address.  So the likelihood of intentional misuse is again, effectively zero.

So my analysis is that what they might gain by the satisfaction of this 
requirement seems insignificant compared to the work of satisfying it.  I fail 
to see ANY worthwhile business justification for this requirement, and in the 
absence of same, as a developer, I would reject it for that reason alone until 
it is better thought through by the business leaders.

Rick

On Wed, May 5, 2010 at 5:45 AM, Veeral Oza 
mailto:veer...@gmail.com>> wrote:

**
Hi Rick,

The ticket data is available and the requester details are populated in the 
survey. However, there is also a requirement to capture windows login id of the 
user submitting the survey.

Regards,
Veeral


On Wed, May 5, 2010 at 6:10 PM, Rick Cook 
mailto:remedyr...@gmail.com>> wrote:

How about prepopulating the userid from the ticket when the survey is created? 
If that data is unavailable, how would the survey be directed appropriately?


Rick


From: Veeral Oza mailto:veer.

Re: Windows UserID

[Lammey, Peter A.]

What if the user really felt that the services provided were very 
unsatisfactory and that was highlighted by their survey results and management 
wanted to the organization to contact the user (if they elect to by some means) 
to clarify what their expectation was that was not met.

Most of the time people dont even fill out a survey so there may not be many to 
sift through that are submitted in say a month.
But for the people that took the time to fill out the survey and indicated that 
they were quite unsatisfied with the service provided, it might be helpful for 
management to contact that person directly and find out exactly where things 
went wrong and assure them that they will rectify the problems they experienced 
so that any future services that they request will go much smoother.

I know that if I switch to say a different internet provider or new cable 
provider at home and I experience all kinds of issues, if I took the time to 
fill a survey out indicating how dissatisfied I was with the service and if I 
elected to get a callback then I may like the personal attention that cable 
provider or internet provider gave me to hear about my experience and what they 
are going to do to rectify the issue for the future.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Wednesday, May 05, 2010 10:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Windows UserID

**
OK, let me see if I can be more clear in my objections.

Your management, for some unexplained reason, wants to know who is filling out 
the surveys.  You are trying to satisfy that requirement technically.  I am 
trying to address it from a business perspective, and that almost always starts 
with the question "Why?".

The only reason I can guess for that is that they want to be sure that the 
person filling it out is the person to whom it was directed.  Let's look at 
three factors in that.

 *   How valuable is knowing who actually filled out the survey, from a 
practical standpoint?  What will be done with those metrics, if anything?
 *   What are the chances of accidental misuse?
*
Since the surveys are only sent to the person who is supposed to have them, 
making it pretty difficult for User2 to even know that a survey is available 
for User1.  It would be MORE work for someone to try to answer someone else's 
survey than to just do the ones they get sent, and most people don't even fill 
THOSE out.  So practically speaking, there is very little chance of an 
accidental misuse of the survey.
 *   What is the likelihood of intentional misuse?
*
Are they concerned that there will be an epidemic of people taking surveys for 
other people?  Do they think their people have so little to do that they will 
spend even free time spoofing other users to fill out their surveys?  If so, 
they have a bigger problem than satisfying this requirement could possibly 
address.  So the likelihood of intentional misuse is again, effectively zero.

So my analysis is that what they might gain by the satisfaction of this 
requirement seems insignificant compared to the work of satisfying it.  I fail 
to see ANY worthwhile business justification for this requirement, and in the 
absence of same, as a developer, I would reject it for that reason alone until 
it is better thought through by the business leaders.

Rick

On Wed, May 5, 2010 at 5:45 AM, Veeral Oza 
mailto:veer...@gmail.com>> wrote:

**
Hi Rick,

The ticket data is available and the requester details are populated in the 
survey. However, there is also a requirement to capture windows login id of the 
user submitting the survey.

Regards,
Veeral


On Wed, May 5, 2010 at 6:10 PM, Rick Cook 
mailto:remedyr...@gmail.com>> wrote:

How about prepopulating the userid from the ticket when the survey is created? 
If that data is unavailable, how would the survey be directed appropriately?


Rick


From: Veeral Oza mailto:veer...@gmail.com>>
Date: Wed, 5 May 2010 18:07:31 +0530
To: mailto:arslist@ARSLIST.ORG>>
Subject: Re: Windows UserID

**
Forgot to mention environment:

ARS 7.0
ITSM 7.0.3
Midtier: 7 on Apache-Tomcat on a Windows machine.
Oracle 11g database.


On Wed, May 5, 2010 at 6:05 PM, Veeral Oza 
mailto:veer...@gmail.com>> wrote:


Hi,

I am stuck at this requirement and was wondering if this is feasible to 
implement:

1) When an Incident is resolved, an email goes to the customer to submit a 
survey, with a survey link.

2) The link opens the survey form in the brower without the user authenticating 
in the midtier. A surver-user with a restricted read license is created for 
this purpose which allows multiple people from multiple locations to submit the 
survey.
3) There is a submit button on this survey form.
4) When the user clicks on submit button, it is required that, his Windows User 
ID be ca

Re: .NET API for 7.X - RESOLVED

[Lammey, Peter A.]

I determined the fix to the issues I was having.
Basically here are all the changes I did that resolved all issues I had 
originally and changes that resolved other issues:


 *
Changed the Active Solution Platform of the Console application from the "Any 
CPU" default to "x86".  This fixed the issue with the "is not a valid Win32 
application error".  Thank you Lyle!
 *
The System Path environment variables were missing on the server.  Somehow they 
were removed accidentally.  We readded them and added the path of the APIs.  
Had a bump too where the actual folder name was not set to the path I set in 
the Environment variables but fixed that I got through.
 *
I also had a problem later with SQL timeout apparently when attempting to setup 
the connection against a 630622 private thread.  When I took that specific 
thread out of the equation it got through the GetListEntry line of code.
 *
Fixed some other syntax issues with my code and it WORKED!!

One funky thing I did discover though when confirming the CMDB Audit Log update 
(in this case was updating Name which is audited by default in CMDB 2.0.1) is 
that the table field shown when you click CMDB Audit Log in the CI that is 
affected you see the User ID of the Submitter of the asset.  Not the user that 
actually updated the attribute.  However, when you click "View" it takes you to 
a read only pop up of the CMDB:DefaultLog form where you can then see the 
"User" that made the update.  (Why BMC did that...who knows).



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Friday, April 23, 2010 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: .NET API for 7.X

**
It looks like you're probably missing a DLL, or the path to a DLL the API uses. 
 This is the set of DLLs that I've copied into my bin/Debug directory to get it 
running:

08/25/2008  08:04 AM 1,163,264 arapi71.dll
12/23/2008  11:25 AM   950,272 arcni71.dll
08/25/2008  08:00 AM77,824 arrpc71.dll
08/25/2008  08:01 AM   167,936 arutl71.dll
12/23/2008  11:25 AM36,352 BMC.arnettoc.dll
12/23/2008  11:25 AM   499,712 BMC.ARSystem.dll
12/23/2008  11:25 AM   301,476 BMC.ARSystem.tlb
12/23/2008  11:25 AM32,768 BMC.ARSystem.Utilities.Common.dll
12/23/2008  11:25 AM   897,861 BMC.ARSystem.xml
12/23/2008  11:25 AM   118,784 BMC.Atrium.dll
12/23/2008  11:25 AM51,682 BMC.Atrium.xml
02/13/2008  02:32 AM 1,581,056 cmdbapi21.dll
10/18/2007  01:01 AM 9,830,400 icudt32.dll
02/06/2007  11:38 AM   696,320 icuinbmc32.dll
02/06/2007  11:37 AM   606,208 icuucbmc32.dll
12/23/2008  11:25 AM   249,856 log4net.dll
12/23/2008  11:25 AM 1,287,495 log4net.xml
08/25/2008  09:16 AM   397,312 rcmn71.dll
04/30/2004  01:40 AM   282,624 vc6-re200l.dll

You don't need to copy them all into your run directory, but that makes it easy 
for development and testing.  When deploying, that's also the easiest.  
However, you could also copy all the native DLLs to any other directory on the 
system and add that directory to your system Path variable.  The .NET DLLs need 
to be in your application's deployment (run) directory in order to be picked 
up, since you can't add them to the GAC.

Lyle


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, April 23, 2010 6:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: .NET API for 7.X

**
OK.  I was able to change my project platform from X64 to x86.  That might at 
least tell my VS2008 console application to run in 32 bit mode.
However now I get this error:

FileNotFoundException was unhandled
The specified module could not be found. (Exception from HRESULT: 0x8007007E)

Seems like progress at least but this error occurred again on the .Login step 
of my code again.
Does this mean the BMC.ARSystem.DLL is not registered properly to .NET?
I did reference it in the "Add Reference" window and ran the regasm for it 
(under Framework not Framework64) and it seemed to setup properly from that.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Thursday, April 22, 2010 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: .NET API for 7.X
**
On Windows, you only have access to the 32-bit Remedy native APIs, and the .NET 
API uses those DLLs to implement the functionality provided by the .NET API - 
the .NET API is pretty much a wrapper over the C API and uses the C API to do 
the actual work.  32-bit DLLs can only be used in a 32-bit process, so the .NET 
process 

Re: .NET API for 7.X

[Lammey, Peter A.]

When you indicate install, is there an installer package that needs to be run 
for the netapi71 files?
Basically I had copied the folder to the server, added the reference to the 
folder in the System environment path and added a LIB variable as well.
I also did run the regasm command in the framework\v1.1.4322 folder against the 
BMC.ARSystem.DLL file.

Not sure if there is some other registration of the DLL that I am missing.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ashton, Jim (JUS)
Sent: Friday, April 23, 2010 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: .NET API for 7.X

**

Peter,

When you install the api make sure all the files (some 25 or 30 in all) are
in the same directory (eg. c:\netapi71).  Set your reference to
BMC.ARSystem in this directory.

Then try this simple code snippet:

Dim oARServer As New BMC.ARSystem.Server 'requires reference be set
to BMC.ARSystem assembly (dll in .NET API)
oARServer.Login(ServerName, UserID, UserPassword)
oARServer.SetServerPort(, 0) 'if specific port is required

Assuming that works (and it should) you can take it from there.  The use of
the environment variable will potentially come into play when you're
deploying your application (especially if it is server-side in an ASP.NET
context) but the above is all you need to run simple test code within
Visual Studio.

Cheers,
Jim.

_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

Please consider the environment before printing this e-mail.

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Re: .NET API for 7.X

[Lammey, Peter A.]

OK.  I was able to change my project platform from X64 to x86.  That might at 
least tell my VS2008 console application to run in 32 bit mode.
However now I get this error:

FileNotFoundException was unhandled
The specified module could not be found. (Exception from HRESULT: 0x8007007E)

Seems like progress at least but this error occurred again on the .Login step 
of my code again.
Does this mean the BMC.ARSystem.DLL is not registered properly to .NET?
I did reference it in the "Add Reference" window and ran the regasm for it 
(under Framework not Framework64) and it seemed to setup properly from that.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Thursday, April 22, 2010 6:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: .NET API for 7.X

**
On Windows, you only have access to the 32-bit Remedy native APIs, and the .NET 
API uses those DLLs to implement the functionality provided by the .NET API - 
the .NET API is pretty much a wrapper over the C API and uses the C API to do 
the actual work.  32-bit DLLs can only be used in a 32-bit process, so the .NET 
process that gets executed needs to run in 32-bit mode (that is, with a 32-bit 
version of the CLR).  On a 64-bit OS, it will run a 64-bit version of the CLR 
by default.  When it runs in the 64-bit CLR and then tries to load the 32-bit 
native DLLs, it generates this error, because you can't use a 32-bit DLL in a 
64-bit process.
If you are using a full version of Visual Studio (that is, not VS Express), you 
can set a build option that tells it to add a flag in the application that 
tells Windows to run it using the 32-bit CLR instead - you need to do that if 
you want to run it on a 64-bit OS.  If you are building it with Visual Studio 
Express, that option is not available, so the application will always run using 
the 64-bit CLR on 64-bit machines, generating this error.  You might be able to 
get around that if you're brave enough to figure out all the command line 
arguments to the compiler necessary to build the application, add the 
corresponding argument to the list and build it manually instead of within VS...
Unfortunately, I'm not certain anymore what the option is, but I think it might 
be related to architecture or something.  I can look it up again, if you're not 
able to find it.  It took me a fair bit of looking before I found the relevant 
option and discovered that I couldn't use it, because I'm using VS Express...
I hope that helps a little.  In any case, that's the cause of what you're 
seeing.
Lyle
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Thursday, April 22, 2010 3:11 PM
To: arslist@ARSLIST.ORG
Subject: .NET API for 7.X
**
I have downloaded and performed the steps to register and added environment 
path variables for the .NET API for 7.1 and even tried .NET 7.5 on a Windows 
2008 Server.
However, when I tried the API connection to our Remedy BMC 7.01 server using 
the code I found on it we keep receiving this error:
{" is not a valid Win32 application. (Exception from HRESULT: 0x800700C1)"}
This error occurs from this .NET code (highlighted in green below:)
Public Function GetRemedyObject(ByVal pRemedyServer As String, ByVal pRemedyUID 
As String, ByVal pRemedyPWD As String, ByVal pRemedyPort As String, ByVal 
pRemedyRPCProgramNum As String) As BMC.ARSystem.Server
Call objArSystemPub.Login(pRemedyServer, pRemedyUID, pRemedyPWD, "")
Call 
objArSystemPub.SetServerPort(Microsoft.VisualBasic.Conversion.Int(pRemedyPort), 
Microsoft.VisualBasic.Conversion.Int(pRemedyRPCProgramNum))
GetRemedyObject = objArSystemPub
Return objArSystemPub
End Function
Does anyone in the list have any ideas what might be causing this error?
We have run through and added system environment variables for LIB and PATH and 
added to the PATH variable where the API files are (that were downloaded from 
the ARAPI75.NET.ZIP) and restarted the server but still no luck.
Is there other steps that need to be followed that will correct this error?
Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761
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.NET API for 7.X

[Lammey, Peter A.]

I have downloaded and performed the steps to register and added environment 
path variables for the .NET API for 7.1 and even tried .NET 7.5 on a Windows 
2008 Server.
However, when I tried the API connection to our Remedy BMC 7.01 server using 
the code I found on it we keep receiving this error:

{" is not a valid Win32 application. (Exception from HRESULT: 0x800700C1)"}

This error occurs from this .NET code (highlighted in green below:)

Public Function GetRemedyObject(ByVal pRemedyServer As String, ByVal pRemedyUID 
As String, ByVal pRemedyPWD As String, ByVal pRemedyPort As String, ByVal 
pRemedyRPCProgramNum As String) As BMC.ARSystem.Server
Call objArSystemPub.Login(pRemedyServer, pRemedyUID, pRemedyPWD, "")
Call 
objArSystemPub.SetServerPort(Microsoft.VisualBasic.Conversion.Int(pRemedyPort), 
Microsoft.VisualBasic.Conversion.Int(pRemedyRPCProgramNum))
GetRemedyObject = objArSystemPub
Return objArSystemPub
End Function

Does anyone in the list have any ideas what might be causing this error?
We have run through and added system environment variables for LIB and PATH and 
added to the PATH variable where the API files are (that were downloaded from 
the ARAPI75.NET.ZIP) and restarted the server but still no luck.

Is there other steps that need to be followed that will correct this error?

Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761



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Re: Operation and Product Cats

[Lammey, Peter A.]

Well first off the developer is wrong if he is talking about ITSM 7.01.  The 
Operational Categories are setup to be visible by application (or in the case 
of Incident it can be configured down to the Service Type).

I would think the categorization for Incident and Change would differ since 
both are different processes from an ITIL perspective and typically you would 
indicate the activity or verb for the CTI either in Tier 1 or Tier3 of the 
Operational CTI.  For example, you would have a "Failure" or "Error" for 
Incident but Change would have "Deploy" or "Upgrade" or "Update".



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: Monday, March 29, 2010 4:22 PM
To: arslist@ARSLIST.ORG
Subject: Operation and Product Cats

**
Hi,

Are businesses using the same Operational Categorizations for Change Management 
and Incident Management?  Or should these Operational values be different 
across both applications?  One person in the BMC Community forum said it is 
best practice to have the same Operational Categorizations for both CM and 
Incident Management.  Is this true?

Another developer said it is not possible to have the same values for both 
Change Management and Incident Management.

Just wondering what methodology is better.


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Re: Lost/Stolen CI Items

[Lammey, Peter A.]

I literally just performed a release this morning and added "Lost" and "Stolen" 
to the Base Element class.
For a while we tried to see if the help desk would use "Transferred" for these 
types of situations but that was not going to work.

The other option you might pursue is adding Status Reasons for a Status of 
"Transferred" or "Disposed" possibly,

I did not determine what the effort was for that.  It might involve 
configuration that may not be lost as part of an upgrade.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Thomas
Sent: Monday, March 22, 2010 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Lost/Stolen CI Items

**

ARSlist,

My customer would like to add another status attribute to the CI form for 
lost/stolen items.  I am reluctant to be adding another status.  We will be 
upgrading the ARS 7.5/7.6 in the near future.

How every one handling is lost/stolen CI's Items for your customers?

Positive or negative inputs are more then welcome!

Thanks for your Advance,

Robert Thomas | BMC/Remedy Professional | ITIL | Cellular Phone 469.865.5645|

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Re: BMC's Bad Idea

[Lammey, Peter A.]

What version was this logging taken away?  Im on 7.01 still and I have that 
feature available.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, March 03, 2010 3:06 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Bad Idea

**
After having arplugin.exe suddenly cause the ARServer to stop responding to 
anything other than the Admin Tool (I assume it was someone running some huge 
query via a web service or something), I realized how horrible of an idea it 
was for BMC to take away our ability to turn on logging from the admin tool.  
It would also defeat the purpose for me to update the config file and restart 
the service.  As a result, I have no way of being able to know why my server 
was unavailable.

Sorry folks, this isn't a question or necessarily productive, just a complaint.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union



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Re: User license fixed

[Lammey, Peter A.]

Add the user to the General Access group.
That should fix the issue.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pavan Kumar
Sent: Thursday, February 18, 2010 11:53 AM
To: arslist@ARSLIST.ORG
Subject: User license fixed

**
Hi List,
User has fixed license for Incident Management. Even though he is getting the 
below error,
'You do not have application write license (ARERR 9850) ARERR [330] You do not 
have write access to field :  z1G Reopen Incident'
Could you please suggest any fix for this?
Thanks & Regards,
Pavan Kumar
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Re: ITSM Notifications

[Lammey, Peter A.]

Change is much different on its OOB flow from Incident.
Its a strict stage by stage process that has it setup so that users have to go 
from one status to the next , then to the next, etc.
It then bases all the notifications to particular roles based on that stage 
(like these Requested For Notifications when it is scheduled for release or 
when it has been completed and will notify the Assignee when it is in Planning 
In Progress, etc.)

Incident emails are fired on what I think is a more logical events and events 
that cover all the typical (or most of the typical) changes to the incident.

We have a automated integration to a staging form from an external service 
request system that will create some of our Change Requests at this Planning In 
Progress status and thereby notifying the Change Assignee about the new request.
Our management is talking about moving that process to incident actually and 
only tracking IT initiated infrastructure changes (that are discussed at a CAB 
board) in the Change form.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, December 03, 2009 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Notifications

**
Thanks Peter - looks like I'll have to create a notification for "receipt" to 
the Requester By person. And another for the Assignee/Manager of the change.
On Incident Mgmt, the requester gets an email stating that the "ticket" has 
been created and assigned to the corresponding IT team. In Change Mgmt, we do 
not have that.  Also, we do not have a notification that goes out to the 
Assignee group nor the Manager group letting them know that "hey, you have a 
new change request assigned to your team..get to work". Therefore I will have 
to create these notifications; I just thought these were implemented OOB.

I wonder if others organizations have it setup this way or not really care. 
Wouldn't you want your support teams to know when a new change request has been 
assigned to them?

Thanks again for all your help Peter!

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Thursday, December 03, 2009 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Notifications

**
Wait..Found them.
Here is the filter(s) that will fire a note to the Requested By person when the 
Change moves to Scheduled status (depends on if the Requested By is a Support 
Staff or not)

CHG:CRQ:StatusScheduled_850_Rqster-SetTag
CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-SetTag

The NT Remedy Login ID passed in that filter is the Requestor ID or Person ID 
which should be that Requested By person.

It will utilize the Notification template under tag 
"CHG-CRQ-Requester-ScheduledNotification" and 
"CHG-CRQ-RequesterNonSG-ScheduledNotification"

For Completion of the Change Request, here are the filters that will send a 
note to the Requested By Person (depends on if the Requested By is a Support 
Staff or not):

CHG:CRQ:StatusCompleted_855_Rqster-SetTag
- Notify Tag - "CHG-CRQ-Requester-ChangeCompletionNotification"
CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag
- Notify Tag - "CHG-CRQ-RequesterNonSG-ChangeCompletionNotification"

For Cancellation of the Change Request, here are the filters and Notification 
tags that will send a note to the Requested By Person:

CHG:CRQ:StatusCancelled_858_Rqster-SetTag
- Notify Tag - "CHG-CRQ-Requester-CancellationNotification"
CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag
- Notify Tag - "CHG-CRQ-RequesterNonSG-CancellationNotification"

Hope that helps.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, December 03, 2009 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Notifications
**
Peter thanks for the response... for my second question, I checked the filter 
and the tag you mentioned, but they are for the customer (requested for) 
person. Not the requested BY person. I'm trying to send out an email to the 
requested by person.
I can most likely modify this filter or create another like it. I just thought 
there was an OOB option that was turned off.

For my first question, thanks!! I'll take a look at those filters.

~~~
Frank,
Thanks for the suggestion, I did check that form and all notification events 
are turned on.

~~~


Thanks for the help guys,

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Thursday, December 03, 2009 8:29 AM
To

Re: ITSM Notifications

[Lammey, Peter A.]

Wait..Found them.
Here is the filter(s) that will fire a note to the Requested By person when the 
Change moves to Scheduled status (depends on if the Requested By is a Support 
Staff or not)

CHG:CRQ:StatusScheduled_850_Rqster-SetTag
CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-SetTag

The NT Remedy Login ID passed in that filter is the Requestor ID or Person ID 
which should be that Requested By person.

It will utilize the Notification template under tag 
"CHG-CRQ-Requester-ScheduledNotification" and 
"CHG-CRQ-RequesterNonSG-ScheduledNotification"

For Completion of the Change Request, here are the filters that will send a 
note to the Requested By Person (depends on if the Requested By is a Support 
Staff or not):

CHG:CRQ:StatusCompleted_855_Rqster-SetTag
- Notify Tag - "CHG-CRQ-Requester-ChangeCompletionNotification"
CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag
- Notify Tag - "CHG-CRQ-RequesterNonSG-ChangeCompletionNotification"

For Cancellation of the Change Request, here are the filters and Notification 
tags that will send a note to the Requested By Person:

CHG:CRQ:StatusCancelled_858_Rqster-SetTag
- Notify Tag - "CHG-CRQ-Requester-CancellationNotification"
CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag
- Notify Tag - "CHG-CRQ-RequesterNonSG-CancellationNotification"

Hope that helps.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Thursday, December 03, 2009 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Notifications

**
Peter thanks for the response... for my second question, I checked the filter 
and the tag you mentioned, but they are for the customer (requested for) 
person. Not the requested BY person. I'm trying to send out an email to the 
requested by person.
I can most likely modify this filter or create another like it. I just thought 
there was an OOB option that was turned off.

For my first question, thanks!! I'll take a look at those filters.

~~~
Frank,
Thanks for the suggestion, I did check that form and all notification events 
are turned on.

~~~


Thanks for the help guys,

Marcelo

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Thursday, December 03, 2009 8:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Notifications

**
See below in dark blue next to each of your tags and answer to your second 
question.
For you second question, there is a tag "CHG-CRQ-Customer-ReceiptConfirmation" 
and the filter that fires that is CHG:CRQ:NTCustConfirm_803_SetTag.
Check that filter out and see its firing conditions.  There should be a note(s) 
to the Requested For and Requested By at some stages during the course of a 
Change request.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Wednesday, December 02, 2009 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM Notifications

**
Before you go starting hunting through code I would suggest you check form 
"NTE:CFG-Notifications Events" form. This form allows you to turn on and off 
group and individual level notifications.




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, December 02, 2009 6:54 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Notifications
**
Hello Listers,
I have a couple of questions regarding ITSM notifications that I'm sure ya'll 
can help.
Let's get the system specs out of the way:
ARS 7.1 Patch 7 (including APR, EE, AE, MT)
ITSM 7.0.03 P6
SQL 2005
First question: I'd like to know which are the filters that trigger these tags. 
I need to chase these notifications... or lack there of
CHG-CRQ-ManagerGroup-PIPAssignedGroupAssignment  - 
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
CHG-CRQ-Manager-Group&IndividualReassignment  -  
CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit
CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment  - 
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment  - 
CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit
** The reason I ask is because to my recollection, I have never seen a 
notification go out for group assignment to either of these groups (in Chg 
module). I want to make sure I am not missing  filters or have been turned off, 
or why the criteria isn't being met.
Second question: am I correct to assume that in Chg Module 7.0.03, there is no 
out of the box notification that goes to the "requester"? I know there is a 
notification tha

Re: ITSM Notifications

[Lammey, Peter A.]

See below in dark blue next to each of your tags and answer to your second 
question.
For you second question, there is a tag "CHG-CRQ-Customer-ReceiptConfirmation" 
and the filter that fires that is CHG:CRQ:NTCustConfirm_803_SetTag.
Check that filter out and see its firing conditions.  There should be a note(s) 
to the Requested For and Requested By at some stages during the course of a 
Change request.


Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, December 02, 2009 6:54 PM
To: arslist@ARSLIST.ORG
Subject: ITSM Notifications

**
Hello Listers,
I have a couple of questions regarding ITSM notifications that I'm sure ya'll 
can help.
Let's get the system specs out of the way:
ARS 7.1 Patch 7 (including APR, EE, AE, MT)
ITSM 7.0.03 P6
SQL 2005
First question: I'd like to know which are the filters that trigger these tags. 
I need to chase these notifications... or lack there of
CHG-CRQ-ManagerGroup-PIPAssignedGroupAssignment  - 
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
CHG-CRQ-Manager-Group&IndividualReassignment  -  
CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit
CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment  - 
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment  - 
CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit
** The reason I ask is because to my recollection, I have never seen a 
notification go out for group assignment to either of these groups (in Chg 
module). I want to make sure I am not missing  filters or have been turned off, 
or why the criteria isn't being met.
Second question: am I correct to assume that in Chg Module 7.0.03, there is no 
out of the box notification that goes to the "requester"? I know there is a 
notification that goes to the "requester for" person.
Thanks all,
Marcelo
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Re: List of Mid-Tier 7.5 shortcomings

[Lammey, Peter A.]

How about adding this one.
When users dont have a button or forget to Logout of their web session properly 
and they try to access the Remedy web client from another machine they get 
annoyed by the "User is already connected to another machine..." and they have 
to bug their Remedy Admin to clear their session on the server or wait 15 
minutes for an option to override.

I dont have 7.5 (still on 7.01) but I am assuming this is still the case for 
7.5.



Thanks
Peter Lammey
ESPN IT Packaging and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Friday, October 02, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: List of Mid-Tier 7.5 shortcomings

**

Let's compile the current shortcomings of the mid-tier 7.5, and the reasons why 
heads-down Remedy users still use the Remedy User Tool RUT):

- Speed (yes, the RUT is still faster; blame it on IE 7.0, but that is still a 
fact)
- Issues with the Internet Explorer cache
- Mid-Tier pre-caching is buggy and too complex (you need to specify several 
user profiles and forms)
- Browser time-out issue and need to re-login.
- Browser windows freezing or hung
- Exporting data
- ODBC connections
- Recent searches and my searches
- Recently opened forms and recently saved requests
- Ability to create shortcuts in the desktop for forms, searches and individual 
tickets
- Ability to email individual shortcuts to forms, searches and individual 
tickets
- Multiple browser windows. This can be alleviated with tabbing, but still an 
issue
- Need for the Remedy admin to properly save forms so that pop-ups are properly 
sized
- Ease of workflow logging with the User Tool (this is for the developer/admin 
to troubleshoot)
- Ease of data entry with the option "Keep Previous Field Values on New"

Anybody please feel free to add to this list. BMC had to address this issues 
before users stop using the Remedy User Tool. Otherwise, a lot customers will 
simply not upgrade past ARS 8.0/ITSM 8.0.

-Guillaume




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Re: Copy to New - Disable or Use - Which do you Prefer?

[Lammey, Peter A.]

For any forms that your users access directly that you need to adjust what our 
how fields are setup in a new Submit (for Copy To New) you can add a Active 
Link that fires on the Copy To New action that will perform a Set fields and 
you can set fields to NULL or set fields to their Default or from other values 
looked up from other forms. 

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Robert Dalton
Sent: Thursday, September 03, 2009 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Copy to New - Disable or Use - Which do you Prefer?

Good Morning List,

A have a question which is not specific to any platform or version.

Just curious how others handle the "Copy to New" functionality that's been in 
the client User Tool for many years.

Do you prefer to create an active link which fires an error message to prevent 
people from using the copy to new functionality or do you let people use it???

In previous projects I worked on we always ran the error message preventing 
people from using it and then we created our own button, menu item, etc which 
performs an open window action and pushes only the fields we selected over 
instead.

Is this how you are dealing with this -OR- do you have any better ideas???

Thanks,

Robert Dalton

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Re: Alternative to Crystal Reports

[Lammey, Peter A.]

Can iReport or Jasper Reports pull data from BMC Knowledge Management XML files 
that store the details of each solution article?


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Alan Blake
Sent: Tuesday, August 25, 2009 9:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Alternative to Crystal Reports

**
Knowlysis uses a tool called iReport in combination with Jasper Reports to 
write custom reports over Remedy Knowledge Management.  You could use these 
open source tools to also report over the AR database and others.

Alan Blake

--- On Tue, 8/25/09, Trond Valen  wrote:

From: Trond Valen 
Subject: Re: Alternative to Crystal Reports
To: arslist@ARSLIST.ORG
Date: Tuesday, August 25, 2009, 4:04 AM

**
It looks like from BMC's pages that this can only generate reports for ITSM 
applications. Is that correct, or can it be used to report on anything on the 
ARS server?

Best regards
Trond
On Fri, Aug 7, 2009 at 12:48 AM, Roger Justice 
> wrote:
** Analytics that is sold by BMC. It is a run time version of BO application.



-Original Message-
From: Trond Valen >
To: arslist@ARSLIST.ORG
Sent: Thu, Aug 6, 2009 2:28 am
Subject: Alternative to Crystal Reports

**
Hi

Quick Question: I have heard there is another reporting tool (for use with 
Remedy) from Business Objects that is preferred by many over Crystal Reports. 
What is this called? I have forgotten...

Does anyone have experience with it and could tell me if there are great 
advantages of using it?

Regards
Trond

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Re: SLM Notifications

[Lammey, Peter A.]

I adjusted my SLA Service target and added the new milestone and took out the 
Notify Incident Assignee Group Manager and added it to the new 
SLA_Breach_Managers milestone.

At first it seemed that the Notify Incident Assignee action fired as part of 
the first Milestone but the second one did not.
I actually setup the Milestones to fire based on "Hours/Minutes from Start 
Time" instead of based on the Percent.
I had both Milestones set to fire at 4 hours (as a test) and like I said only 
the first one worked but the Notify Incident Assignee Group Manager did not.
When I staggered the second Incident Manager milestone to 4 hours 5 minutes it 
did work so that is what I will go with for my solution. 

Thanks for you help Christopher!

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, July 20, 2009 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

Right; one action per milestone when you use the templates. Add more milestones 
to the Service Target for additional actions.

Reading the documentation threw me off on this one, since there are no 
restrictions on custom milestones; they can have multiple actions.  As stated 
earlier, the templates are essentially undocumented, and when I first hit this 
support had no clue what was going on.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
> Sent: Monday, July 20, 2009 10:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM Notifications
> 
> Ah ok.
> I have multiple actions that are performing the z1D Action set fields 
> (using the OOTB templates) all as part of a "SLA_Breach" Milestone.
> So basically I will need to rework that milestone to 
> "SLA_Breach_Assignee" and take out the action to Notify Incident 
> Assignee Group Manager and put that action in a separate 
> "SLA_Breach_Manager" milestone right?
> 
> 
> Thanks
> Peter Lammey
> ESPN IT Client Architecture and Automation
> 860-766-4761
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of strauss
> Sent: Monday, July 20, 2009 11:08 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM Notifications
> 
> Since Milestones and Actions created using the templates are limited 
> to ONE Action per Milestone because of how they use a single temp 
> variable field, I simply added more milestones to each Service target, 
> with only ONE Action for each of those Milestones.  For example, a 
> Critical Infrastructure Restoration Response Service Target will have 
> four
> Milestones:
> 
> Incident 50% Response Milestone - Action: Notify Incident Response 
> Assignee  (stores "ESCALATEDRESPSLA" in z1D Action) Incident 50% 
> Response Milestone - Action: Notify Incident Response Owner  (stores 
> "ESCALATERESPOWNER" in z1D Action) Incident 75% Response Milestone -
> Action: Notify Incident Response Assignee Manager  (stores 
> "ESCALATEMGRRESP" in z1D Action) Incident 75% Response Milestone -
> Action: Notify Incident Response Owner Manager  (stores 
> "ESCALATEOMGRRESP" in z1D Action)
> 
> Some of what I did to customize the templates is documented under SLM 
> Notifications in my customization log at 
> http://arsweb4.ars.unt.edu/helpdesk/docs/Customizations%20to%20ITSM7%2
> 0
> server.htm
> ...and show the relationship between the existing flagwords and 
> filters and the ones you have to add to make Response templates that work.
> 
> This is probably at a tangent to what you are trying to do, but might 
> help you understand the bizarre way that they built the OOTB templates.
> 
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center http://itsm.unt.edu/
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
> Sent: Monday, July 20, 2009 7:53 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM Notifications
> 
> Christopher,
> 
> I actually started redeveloping the SLA for a group in SLM 7.03.
> I implemented the SLAs using the OOTB templates for Notify Incident 
> Manager and Notify Incident Assignee and I added both to a service 
> target and I noticed that the Notify Incident Assignee was not working 
> properly.
> Is this undocumented issue where only one 

Re: SLM Notifications

[Lammey, Peter A.]

Ah ok.
I have multiple actions that are performing the z1D Action set fields (using 
the OOTB templates) all as part of a "SLA_Breach" Milestone.
So basically I will need to rework that milestone to "SLA_Breach_Assignee" and 
take out the action to Notify Incident Assignee Group Manager and put that 
action in a separate "SLA_Breach_Manager" milestone right?


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, July 20, 2009 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

Since Milestones and Actions created using the templates are limited to ONE 
Action per Milestone because of how they use a single temp variable field, I 
simply added more milestones to each Service target, with only ONE Action for 
each of those Milestones.  For example, a Critical Infrastructure Restoration 
Response Service Target will have four Milestones:

Incident 50% Response Milestone - Action: Notify Incident Response Assignee  
(stores "ESCALATEDRESPSLA" in z1D Action) Incident 50% Response Milestone - 
Action: Notify Incident Response Owner  (stores "ESCALATERESPOWNER" in z1D 
Action) Incident 75% Response Milestone - Action: Notify Incident Response 
Assignee Manager  (stores "ESCALATEMGRRESP" in z1D Action) Incident 75% 
Response Milestone - Action: Notify Incident Response Owner Manager  (stores 
"ESCALATEOMGRRESP" in z1D Action)

Some of what I did to customize the templates is documented under SLM 
Notifications in my customization log at  
http://arsweb4.ars.unt.edu/helpdesk/docs/Customizations%20to%20ITSM7%20server.htm
...and show the relationship between the existing flagwords and filters and the 
ones you have to add to make Response templates that work.

This is probably at a tangent to what you are trying to do, but might help you 
understand the bizarre way that they built the OOTB templates.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Monday, July 20, 2009 7:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

Christopher,

I actually started redeveloping the SLA for a group in SLM 7.03.
I implemented the SLAs using the OOTB templates for Notify Incident Manager and 
Notify Incident Assignee and I added both to a service target and I noticed 
that the Notify Incident Assignee was not working properly.
Is this undocumented issue where only one of the notification templates work 
and not the other because the SLM generated filters all fire at execution order 
700?
 
Ill try tweaking the execution order for the SLM filters for the Notify 
Assignee milestone but wasn't sure if you already figured out a workaround for 
this undocumented problem.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Sunday, July 19, 2009 9:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

One caution - if you use the templates, you can only have one action per rule, 
even though there are several action templates.  They all write a temp value to 
exactly the same field in the Incident form, so if you specify 4 actions like I 
did the first time, only the last one is performed since that is the only value 
in the temp field that survives.  This is not documented anywhere.  I also seem 
to recall that the template for response, as opposed to resolution, was only 
half built OOTB, and I had to add workflow to get it to work.  It's been over a 
year since I did this, so I would have to dig into my customization docs at 
work to see what had to be done.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of SHall
> Sent: Sunday, July 19, 2009 7:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM Notifications
>
> If I use a Template for my notification e.g Assignee Group Manager. i 
> believe that the way this is supposed to work is it looks at the 
> Assigned Group and notifies whoever has the the Incident Manager 
> Functional Role for that Group. These do not work at all.
>
> Do you mean CTM:Support Group Assignments? This form was empty when i 
> searched it
>
> __
> _
> ___

Re: SLM Notifications

[Lammey, Peter A.]

Christopher,

I actually started redeveloping the SLA for a group in SLM 7.03.
I implemented the SLAs using the OOTB templates for Notify Incident Manager and 
Notify Incident Assignee and I added both to a service target and I noticed 
that the Notify Incident Assignee was not working properly.
Is this undocumented issue where only one of the notification templates work 
and not the other because the SLM generated filters all fire at execution order 
700?
 
Ill try tweaking the execution order for the SLM filters for the Notify 
Assignee milestone but wasn't sure if you already figured out a workaround for 
this undocumented problem.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Sunday, July 19, 2009 9:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: SLM Notifications

One caution - if you use the templates, you can only have one action per rule, 
even though there are several action templates.  They all write a temp value to 
exactly the same field in the Incident form, so if you specify 4 actions like I 
did the first time, only the last one is performed since that is the only value 
in the temp field that survives.  This is not documented anywhere.  I also seem 
to recall that the template for response, as opposed to resolution, was only 
half built OOTB, and I had to add workflow to get it to work.  It's been over a 
year since I did this, so I would have to dig into my customization docs at 
work to see what had to be done.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center http://itsm.unt.edu/

> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arsl...@arslist.org] On Behalf Of SHall
> Sent: Sunday, July 19, 2009 7:05 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: SLM Notifications
>
> If I use a Template for my notification e.g Assignee Group Manager. i 
> believe that the way this is supposed to work is it looks at the 
> Assigned Group and notifies whoever has the the Incident Manager 
> Functional Role for that Group. These do not work at all.
>
> Do you mean CTM:Support Group Assignments? This form was empty when i 
> searched it
>
> __
> _
> 
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Re: Packing lists

[Lammey, Peter A.]

What I do with the Packing List in order to document it for a release is open 
up the Packing List and then you can export the list into XML.
When you open the Packing List in XML using Excel then you can get columns of 
cells that contain the Forms, Active Links, Filters, etc that are included in 
the Packing List that you can then copy and paste into a Change request for 
your release.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jonas Stumph Stevnsvig
Sent: Thursday, July 16, 2009 5:45 AM
To: arslist@ARSLIST.ORG
Subject: Packing lists

**
Hi people,

We have tight functional seperation in our company, which for instance means 
that we as developers do not have admin rights to the production system, which 
in turn means that we have to give detailed information to our Remedy platform 
administrators about which objects to migrate, in case of a change.

To facilitate that work, we have talked about loading modified objects related 
to a change into packing lists, and using those as documentation of the change. 
Now to my question:
- How does Remedy store the Packing lists? - I presume that it's a table (or 
tables) in the database, which I can access using a view form, and make some 
reporting on; to attach to the changes?




with regards,



Jonas Stumph Stevnsvig
Remedy Developer
BEC
Phone  (+45) 46 38 20 08
Mobile  (+45) 61 56 20 08
jonas.stumph.stevns...@bec.dk
becrem...@bec.dk


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Re: Apologies -- Need Help with Licensing

[Lammey, Peter A.]

Does it cost extra to get those ARS User licenses with your Service Desk 
licenses?
If so then that doesn't see fair for any companies who may have purchased AR 
and customized their apps and then later purchased the ITSM applications to 
replace or add to their Remdey applications.
There could be cases where you just need application licenses and not AR user 
licenses.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96 
CS/SCOKT
Sent: Tuesday, July 14, 2009 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Apologies -- Need Help with Licensing

Thanks for the replies. I'm told now by a team of folks who made a very recent 
purchase of licenses that the license model is changed.

According to these folks I spoke with (who may be mistaken), in the past, the 
model was as you describe it below -- a technician needed an ARS license (fixed 
or floating) and an application license (fixed or floating).

Now I'm told that there is no such thing as an ARS user fixed/floating license, 
per se. I'm told that the ARS user license license is BUNDLED along with the 
application license. So for example, if I purchase 400 BMC Remedy Service Desk 
licenses, I EFFECTIVELY get 400 ARS user licenses and 400 Service Desk licenses.

Thoughts?
Norm

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, July 14, 2009 9:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Apologies -- Need Help with Licensing

Norm,

It's not simple, and I believe there is a whitepaper about it that I am too 
lazy to look up right now.

Basically, you have multiple levels of licenses.  So if you were setting up a 
new server and wanted to log in as a user for Incident Management, you would 
have to have:
1)  AR Server License
2)  Service Desk (Incident Management) Application License
3)  AR User Floating or Fixed license
4)  Application User Floating or Fixed license

Obviously, the user licenses are where you need to have multiples of, and you 
only need one of the first two per server.

I hope this helps clarify things a bit for you.

Shawn Pierson

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96 CS/SCOKT
Sent: Tuesday, July 14, 2009 9:10 AM
To: arslist@ARSLIST.ORG
Subject: Apologies -- Need Help with Licensing

Hi folks:



I've been away from the Remedy world for awhile, managing other non-Remedy 
projects. But now I'm coming back to the fold a bit with a new Remedy issue. 
Remedy is kind of like the Marines - once you're in, you're in for life.



Anyway, as the subject suggests, I apologize in advance for this, as I'm sure 
it's asked over and over, but I need some help understanding BMC's current 
licensing model.



As I understood it in the past (and correct me if I'm wrong), the ITSM suite 
required two sets of licenses - an AR license to access the ARS and an 
application license to access a particular ITSM module (SD, Change, Asset, 
etc.). In the past, as I understood it, if you have 600 users who need to 
access, say, ITSM Service Desk, and you applied a 1 to
3 floating license ratio, you'd need to purchase 200 floating ARS licenses and 
200 floating Service Desk licenses. Has that model changed?



I see now that what I think were AR User licenses are now called "BMC Remedy 
Suite" licenses. Is that correct? What does the Remedy Suite license grant you 
access to?



Also, I see now that there's "BMC Remedy Specialist" license. What's the 
purpose of that type of license and what does it get you?



Thanks in advance. We're planning a migration and are currently discussing our 
licensing needs and I want to smarten myself up in advance.



Norm


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Re: Sys Notifications - Adding Fields

[Lammey, Peter A.]

Im a little confused by this issue.
You indicated that the steps you followed from BMC has led to the #Phone 
Number# being replaced with the phone number on the incident.
I think the phone number (actually it is Phone Number Business I think) from 
Incident is the customer's phone number.
What phone number are you intending to include in the notification?

I had coded the same customizations on our system (ITSM 7.02 patch 005) and I 
believe the steps listed were all the steps I followed to provide the phone 
number in the email.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Scott Fluegge
Sent: Wednesday, June 24, 2009 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Sys Notifications - Adding Fields

**
All,
I have two hot issues and both are being denied support by my BMC partner 
because they call them customizations.  Can someone please help me out?  We are 
desperate here...  I will open them in two mails as they are not directly 
related.
This first issue is with Sys Notifications.  We are trying to add the phone 
number from the HPD_Help_Desk form of the incident customer to the sys 
notifications emails.  For some strange reason this field is not one of the 
options.
I found the following instructions in a link 
(http://www.mail-archive.com/arslist@arslist.org/msg48716.html) and followed 
them.  It did add the OPTION for phone number to the SYS Notification but 
inside the NTE:SHR:TranslateNotificationMessage filter I found there was no 
mapping for phone number so when I tried to use $Phone Number$ as instructed, 
Remedy would put quotes around it and then literally replace it with $Phone 
Number$!!  So I know quoted values worked as string replace but not lookup...
I then tried to map that form to HPD_Help_Desk instead of CURRENT TRANSACTION 
(at least the set field action) but when I did that, the emails stopped working.
We got some more instructions from BMC Support before they stopped taking this 
issue which listed more to do (included below)

As per logs and webex session we understand that You have created a new record 
on SYS:Form Field Selection for a new filed Phone Number (User Phone Number). 
This allows you to select the #Phone Number# filed on SYS:Notification Messages 
form. You have added this filed on SYS:Notification Messages form for Incident 
Assignment Notifications. From the notification audit log, it is observed that 
the filed value is not getting updated with the proper value. i.e. in 
Notification message the User's Phone is #Phone Number# and not updated with 
the actual phone number.

With these out of the box forms and workflows you can create Menu Items but to 
populate the values dynamically, you need to customize the existing forms and 
workflows.

Below are the reasons and actions required to achieve this customization

1) The Notification filed values are captured from three forms NTE:SYS-NT 
Process Control, NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control

2) The User Phone Number (Requester Phone Number) filed is not created on the 
above three out of the box forms (You need to create one filed Requester Phone 
Number)

3) The filed values in the NTE:SYS-NT Process Control form are updated by a 
workflow Filter HPD:INC:NotificationGenerator_899_PNPC'!(You need to modify the 
push field action to push Phone Number from HPD:Help Desk
4) These values are translated into SYS:Notification Messages form by the 
filter NTE:SHR:TranslateNotificationMessageINC3_102. Modify this filter with 
additional set filed action before Exit Guide to translate the #Phone Number# 
filed
These steps were also followed to no availe.  We are STILL not getting the 
#Phone Number# replaced with the phone number on the incident.  HELP!!
Thanks,
Scott
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Re: Dealing with stolen Assets

[Lammey, Peter A.]

When we were using ITSM 5.6 and Asset Management 5.6 we had added a status 
option to AST:Asset and AST:Component of "Stolen" and trained our users to use 
that to indicate that the Asset was stolen.
Now that were are on ITSM 7.02 with CMDB 2.01 we were advised to shy away from 
any changes to the CMDB Classes so we decided to use the "Transferred" status 
to signify stolen assets/CIs.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Wednesday, June 10, 2009 11:50 AM
To: arslist@ARSLIST.ORG
Subject: Dealing with stolen Assets

**
Good morning,

I was wondering what you all view as the best practice for dealing with assets 
that have been stolen, in as much as tracking that in Asset Management.  How do 
your companies deal with this?

Thanks,

Shawn Pierson
Remedy Developer | Southern Union
5444 Westheimer Rd. Houston, TX 77056 | 713.989.7226



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Re: Page Holder fields in Mid-Tier

[Lammey, Peter A.]

We had the same problem some months ago and the solution BMC gave us was to 
upgrade our Mid Tier to 7.1 from 7.0.1.
Mid Tier 7.1 has a arrow to allow the user to then view the other tabs that 
exceed the number that is shown on the screen.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Drake,Dave
Sent: Thursday, June 04, 2009 5:10 PM
To: arslist@ARSLIST.ORG
Subject: Page Holder fields in Mid-Tier

**

Hi all,

I've got a page holder field that has two rows of tabs at the top.  In the 
32bit client it shows up correctly with both rows, however, in mid-tier the top 
row is not visible and there's no scroll bar that would allow one to get to it. 
 Where should I look to fix this so that either both rows are visible or that 
there's a scroll bar to allow navigation?  Thanks!

ARS 7.0.1 p007, Mid-Tier 7.0.1 p007, IE, WinVista stations, Win2K3 servers


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Re: Asset Management workflow questions

[Lammey, Peter A.]

Actually to further #2 on this email, you can see all assets associated to a 
particular person in CTM:People when you bring up the person record and select 
the CI tab on the form.
There you will see all assets related to that particular person.

We had users however that needed some reporting (ad-hoc and query ad-hocs) that 
wanted to see all the people that use assets in a particular location or based 
on a particular Product name, etc.
The best way we could provide our users that query capability was to clone the 
AST:AST-OuterJoinASTPeople form and add fields and setup a view of the data for 
users.
This outer join form shows data from BMC.CORE:BMC_BaseElement and 
AST:AssetPeople.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, June 02, 2009 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Management workflow questions

Laurie,

Roger already answered so I won't repeat what he said.  For what it's worth, 
these are very common issues and I don't think any of them have been addressed 
in 7.5 from what I've seen.  Fortunately we can relatively easily customize the 
applications, but out of the box these issues exist.

One correction to #2 from Roger's email is that it is also available on the 
Incident screen, so if someone is creating an Incident for a user you can 
easily use the table there.

Thanks,

Shawn Pierson

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Muhlethaler, Laurie
Sent: Tuesday, June 02, 2009 12:51 PM
To: arslist@ARSLIST.ORG
Subject: Asset Management workflow questions

**
Listers ~ Before I start customizing, I need to ask a few questions.

1)  I'm trying to determine if the ITSM OOTB functionality handles automated 
asset updates in terms of location changes.  In other words, when an employee 
moves locations, is any automation built in that updates the location data for 
those specific assets in the CMDB? From what I can tell there is not, but I'm 
not sure if it's just a configuration I'm overlooking.  Essentially, our staff 
needs to be able to specify (from within Service Desk or Task Management) which 
assets need to move with the individual and then have that information update 
the CMDB.  It shouldn't be too hard to customize - I can just have a table 
linked to the AST:AssetPeople form - but I don't wanna re-invent the wheel if 
it already exists and it seems inefficient to have our Purchasing group 
manually update the Location data for each asset assigned to a moving 
employee...

2)  Also, aside from looking at users' people profiles, is there a way to 
search all CI Types assigned to a particular user from the Asset Management 
console?  Looks like you can only search by single CI Types from what I can 
tell...?

3)  Finally, in terms of auditing:  is there OOTB functionality that tracks an 
assets history as in who was it previously assigned to?  It doesn't look like 
the "CMDB Audits" link under the Functions navigational menu in the CI asset 
forms captures this information...


Thank you in advance.

Windows Server 2003
SQL Server 2005

7.1.00 Patch 002
AR Server, Client

7.0.03 Patch 006
Service Desk
Asset Management

2.1.00 Patch 002
CMDB

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

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Re: OT: Supportweb Hilarity

[Lammey, Peter A.]

If you close the window an go back in though, it seems that the survey pop up 
doesnt appear.
But you are right, the pop up would not go away when you clicked No.  I had to 
close my IE window.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, June 02, 2009 9:13 AM
To: arslist@ARSLIST.ORG
Subject: OT: Supportweb Hilarity

**
Is anyone else having this issue with Supportweb today?

Follow these steps:


 1.  Navigate to http://supportweb.remedy.com/
 2.  When the box appears asking you to complete a survey, click "No".
 3.  The button appears to do nothing and you're stuck.


I verified this in IE and Firefox and get the same result.  I guess BMC 
*REALLY* wants our feedback.

Thanks,

Shawn Pierson
Remedy Developer | Southern Union


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Re: Bad HPD Assignment Records

[Lammey, Peter A.]

Ive noticed that as well.  I have seen it typically with the first 
HPD:AssignmentLog entry for a particular ticket.
Obviously it is performing some Application-Business-Time-Add but the original 
date is not filled in so it assumes "0" time which depending on your server's 
timezone might put it at 12/31/1969 or 1/1/1970.

Never been pressed by my users to investigate this but I would be curious to 
know if there is a bug submitted to BMC about this.

ITSM 7.02 patch 005


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: Thursday, May 28, 2009 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Bad HPD Assignment Records

**
Has anybody seen issues with ITSM 7 creating HPD Assignment records with Actual 
and Business Duration (Seconds) that are equal to roughly 40 years time? The 
seconds value are 1242994998 and bigger. Not all of the assignment records are 
like this.

I think what is happening is that a bad Date (DateTime) value is getting sent 
to this form and getting set to 12/31/1969 before calculations are made.

Thoughts?

Frank Caruso
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Re: Security issue with 7.5

[Lammey, Peter A.]

Are your User accounts setup with specific passwords or are you utilizing LDAP 
authentication?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ian Trimnell
Sent: Wednesday, May 20, 2009 8:13 AM
To: arslist@ARSLIST.ORG
Subject: Security issue with 7.5

**

Greetings ARSlist.

We have come across a fairly large security issue with AR System 7.5.  If you 
use any of the new-style Templates which include in them graphics and then 
attempt to display these on the Windows Client (WUT) with active link logging 
turned on the Username and Password of the user will be displayed in clear text 
in the log file.

The following is an edited version of the issue that I have open with our BMC 
Partner (Fusion):

I have created a dummy account on our 7.5 patch 001 system and have logged in 
with that account using the 7.5 patch 001 WUT. I then turned on Active Link 
logging.
Next I opened the uidemo form that BMC have provided as that has a number of 
templates with graphics in them. I clicked on the "Hover and Tooltips" panel 
and hovered the mouse over a row in the "Hover on Table Row" table. The window 
that resulted had the template text but no graphic was displayed (possibly 
understandable with the WUT).
I then turned logging off.
Search through the log file for any references to the field "Format Buffer" and 
you will see the full URL of any graphics file being shown along with the FULL 
log-in credentials of the dummy user.

Here is any extract from the log file:

 Checking uidemo:  Hover and Tooltips - on row select (0)
 -> Passed qualification -- perform if actions
  0: Set Fields
 Format Buffer (536971496) = 




   http://newcicero.open.ac.uk:/arsys/sharedresources/image/ -
srm_service_advanced.jpg?server=newcicero.open.ac.uk&username=dummy&pw -

d=Youshouldntseethis&auth&native=1"/>
   Advanced


   Advanced services including everything from 
A-Z






We are getting round this problem now by amending the workflow that calls the 
template so that a graphics-free template is used for WUT users.

I am posting this here as I think that the wider AR System community need to 
know.  If I get any feedback from BMC I will post it here, but going on another 
issue I currently have open with BMC I'm not holding my breath for an answer in 
the short term.

Cheers,

Ian

Ian Trimnell, AR System Lead Developer (amongst other jobs),
Specialist Support & Information Team, Academic & Administrative Computing 
Service
Open University, MILTON KEYNES, UK
Phone: 01908 653741   web: http://www.open.ac.uk/
The Open University is incorporated by Royal Charter (RC 000391), an exempt 
charity in England & Wales and a charity registered in Scotland (SC 038302).
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Re: reporting times - 1 hour question

[Lammey, Peter A.]

Did you run the report and the query from the same machine?
If they were different than its possible one of the machines that you either 
ran the report or the query from was not adjusted for DST.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Tuesday, May 19, 2009 9:10 AM
To: arslist@ARSLIST.ORG
Subject: reporting times - 1 hour question

**
I have found a scenario where if you query the form (incident)
('100560' >= "5/19/2009 7:30:00 AM" AND '100560' <= "5/19/2009 9:00:00 
AM")

and it comes back with 4 tickets, however
if you use the report function of the incident console you get back 2
the other 2 are not there, but if you change the query in the report console
to 1 hour earlier

('100560' >= "5/19/2009 6:30:00 AM" AND '100560' <= "5/19/2009 9:00:00 
AM")
now you get 4 again.

We have looked at the oracle server, time is correct
We have looked at the ARS server, time is correct
We have looked at the oracle Config -- it is set to the servers time.

now here is a question, how is it the report portion finds the data after a 
minus of 1 hour and the data in the form is correct (time fields)
and yet the usertool finds it at the correct time just fine? This does happen 
reguardless of the client, api source.

anyone see this?
ENV::
ars 7.1 -- patch 6
cmdb 7.1 patch 5
Solaris 10 - X64
Oracle 10.2.0.5 --on solaris 10
Everthing on UTC time (servers)


--
Patrick Zandi
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Re: Crystal report Question

[Lammey, Peter A.]

Maybe a simple Mid Tier Flush cache will do the trick?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov
Sent: Monday, May 18, 2009 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
 and the midtier must have access to the crystal's report directory - 
shared access, etc.


Regards,

Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
- Original Message -
From: Lammey, Peter A.<mailto:peter.a.lam...@espn.com>
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Sent: Monday, May 18, 2009 12:19 PM
Subject: Re: Crystal report Question

**
Ah...I think I know.

The Mid Tier has its own storage of the reports from the Report form I think.
I havent worked with the Mid Tier setup for web reporting much but I think that 
might be your issue.

I think when you configure the Crystal Enterprise server to run reports from 
the web there is a Reports directory on the server that will store the reports 
locally on that server.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Monday, May 18, 2009 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
Ok it was set to False. I changed it to true. When I went to make this change I 
was prompted for credentials. I logged in and made the change. I ten went into 
the Report form and deleted the old attached report and attached the new 
version. After that it still works in the fat client but not the Mid Tier. the 
sub report is still asking to log in. even if I give my credentials it prompts 
again and does not load the sub report. Any other ideas? I don't see why it 
would work in the fat client but not the web.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ
Sent: Saturday, May 16, 2009 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
You may just need to update the "Datasource Location" properties in the sub 
report and re-save it again.
Check the setting in (Database | Set Datasource Location | Properties) called 
"Use DSN Default Properties".  If the value there is set to "False", try 
setting it to "True".

HTH

Leonard Neely.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, May 15, 2009 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
One other thing I noticed. if I run this from the fat client it works fine. 
Both the main report and subreport display. If I run it from the Mid tier I am 
prompted for ID/password for the sub report. Even if I put in proper 
id/password the window just pops back up again.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, May 15, 2009 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question
**
In that sub report are you using a parameter field that is set with List of 
Values set to "Dynamic"?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, May 15, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Crystal report Question
**

We are using Crystal 10 here for reporting. I recently retired my old server 
and moved Crystal over to a new server. Everything works Ok except one thing. I 
have a report which contains a sub report. When I try to run the report I get 
the pop up below asking for credentials. If I put in a valid ID and password 
the screen keeps popping back up.

The report worked ok on the old server. Other reports (without sub reports) 
print OK. Anyone point me in the right direction?

The pop up says enter your user ID and password for the database used by the 
sub report: po report Details.rpt

there are fields for ID and password. There is also a field for database Name. 
this field is also blank but is grayed out.


Brian Sokol
Manager, Desktop Services and IT Customer Care
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com<http://www.scholastic.com/>

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Re: Crystal report Question

[Lammey, Peter A.]

Ah...I think I know.

The Mid Tier has its own storage of the reports from the Report form I think.
I havent worked with the Mid Tier setup for web reporting much but I think that 
might be your issue.

I think when you configure the Crystal Enterprise server to run reports from 
the web there is a Reports directory on the server that will store the reports 
locally on that server.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Monday, May 18, 2009 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
Ok it was set to False. I changed it to true. When I went to make this change I 
was prompted for credentials. I logged in and made the change. I ten went into 
the Report form and deleted the old attached report and attached the new 
version. After that it still works in the fat client but not the Mid Tier. the 
sub report is still asking to log in. even if I give my credentials it prompts 
again and does not load the sub report. Any other ideas? I don't see why it 
would work in the fat client but not the web.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Leonard Neely - FOJ
Sent: Saturday, May 16, 2009 4:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
You may just need to update the "Datasource Location" properties in the sub 
report and re-save it again.
Check the setting in (Database | Set Datasource Location | Properties) called 
"Use DSN Default Properties".  If the value there is set to "False", try 
setting it to "True".

HTH

Leonard Neely.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, May 15, 2009 1:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question

**
One other thing I noticed. if I run this from the fat client it works fine. 
Both the main report and subreport display. If I run it from the Mid tier I am 
prompted for ID/password for the sub report. Even if I put in proper 
id/password the window just pops back up again.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, May 15, 2009 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Crystal report Question
**
In that sub report are you using a parameter field that is set with List of 
Values set to "Dynamic"?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, May 15, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Crystal report Question
**

We are using Crystal 10 here for reporting. I recently retired my old server 
and moved Crystal over to a new server. Everything works Ok except one thing. I 
have a report which contains a sub report. When I try to run the report I get 
the pop up below asking for credentials. If I put in a valid ID and password 
the screen keeps popping back up.

The report worked ok on the old server. Other reports (without sub reports) 
print OK. Anyone point me in the right direction?

The pop up says enter your user ID and password for the database used by the 
sub report: po report Details.rpt

there are fields for ID and password. There is also a field for database Name. 
this field is also blank but is grayed out.


Brian Sokol
Manager, Desktop Services and IT Customer Care
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com<http://www.scholastic.com/>

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Re: Crystal report Question

[Lammey, Peter A.]

In that sub report are you using a parameter field that is set with List of 
Values set to "Dynamic"?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sokol, Brian
Sent: Friday, May 15, 2009 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Crystal report Question

**

We are using Crystal 10 here for reporting. I recently retired my old server 
and moved Crystal over to a new server. Everything works Ok except one thing. I 
have a report which contains a sub report. When I try to run the report I get 
the pop up below asking for credentials. If I put in a valid ID and password 
the screen keeps popping back up.

The report worked ok on the old server. Other reports (without sub reports) 
print OK. Anyone point me in the right direction?

The pop up says enter your user ID and password for the database used by the 
sub report: po report Details.rpt

there are fields for ID and password. There is also a field for database Name. 
this field is also blank but is grayed out.


Brian Sokol
Manager, Desktop Services and IT Customer Care
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.com

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Re: Remedy Oracle database growing very quickly for no apparent reason?

[Lammey, Peter A.]

We had the same issue a couple years ago as well with Flashboards collecting 
mass amounts of data and flooding the FB:History with millions of rows.
The Flashboard Variables have a Schedule setup for each of them with a Data 
Collection feature.
You may want to fine tune the data collection used to run at a different 
interval for your flashboard.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Brad Terhune
Sent: Thursday, May 14, 2009 12:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Oracle database growing very quickly for no apparent reason?

I spoke with Remedy support and went over the API log from last night.
 The log was over 1 GB in size.  Figured out from the DBA that the data was 
being stored in FB:History.  I only have one Flashboard, so I turned off the 
service and everything seems calm.  The DBA will go in tonight and clean up 
while the services are off.  I still don't really know what happened but 
apparently there are now about 28,000,000 records in FB:History.  Thanks for 
the suggestions and assistance!
Brad

On Wed, May 13, 2009 at 4:18 PM, Brad Terhune  wrote:
> I am running ARS 6.3 with Helpdesk 5.6.  The Remedy services run on a 
> Windows 2003 Server box and the databases are on a remote Oracle 
> tablespace.  The DBA has been confounded by a sudden upsurge or 
> ARSERVER process activity creating lots of records.  Some of his 
> messages appear below:
>
> 
> The Remedy database is doing a lot of activity, inserting records, 
> updates, etc.  It has been running pretty consistent for the last 
> couple of days.  I have emailed Brad about this, and he is not aware 
> of anything on the server.  But the processes are connected from the 
> Remedy server from the arserver.exe process.  I've tried killing the 
> processes but the server will restart it.  The Remedy tablespace is 
> about 10G and growing.
>
> We need to get someone to look at this.  I am putting a quota of 12G 
> on the Remedy database tablespace so that is doesn't crash the 
> database.
> 
> Remedy is still doing a lot of database work.  Here is a list of 
> statements its processing.  Does this bring anything to mind as to 
> what its trying to do?
>
>
> SQL ID
> SQL Text
> Count
>
> 1csjzk0my2pq3
> table_e_a_a7bf4_20_0_0  1
> avdcjb6g0ybf3
> SELECT C26900 FROM T166 WHERE C1 = '001'1
> 965apkx75pcxx
> SELECT C26000 FROM T129 WHERE C1 = '017'1
> db86fqnurxpd0
> table_e_a_40cd7_f_0_0   1
> 67z6vurfts1cy
> UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 42 1
> 0s29mjn9wxu2k
> table_e_a_40cd7_11_0_0  1
> bfqsyft87hs2y
> SELECT C24005 FROM T73 WHERE C1 = '035' 1 
> adxakw3adg33f
> SELECT charMenuId,name,version,smObjProp FROM char_menu ORDE1
> a3jvwqvwckpgx
> table_e_a_40ccf_d_0_0   1
> 8k2t34c1var7m
> UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 50 1
> 2d2qpdaxgm9rh
> SELECT charMenuId,name,version,smObjProp FROM char_menu WHER1
> 23uk2w34bjm24
> SELECT C23009,C26000 FROM T129 WHERE C1 = '01
> 7cp5gmctv5f18
> table_e_a_40b0e_18_0_0  1
> 96979yh64d6rq
> table_e_a_a7bf4_1b_0_0  1
> gjqp06u03nmyt
> table_e_a_40d40_11_0_0  1
> 3cc9bcnct8758
> table_e_a_40cd7_15_0_0  1
> d1p1n7m50y3mg
> INSERT INTO H42 (entryId,T0,U0) VALUES ('00025598125',121
> ddbqnqgxaxmaj
> SELECT C25034 FROM T166 WHERE C1 = '001'1
> 2t9zma8gt0m8f
> SELECT C24005 FROM T73 WHERE C1 = '107' 1
> 6xaqdh59gs6s3
> SELECT C25000 FROM T144 WHERE C1 = '0001006'1
> 5mdf76761gk6q
> SELECT nextId FROM arschema WHERE schemaId = 50 1 c0ugsw952ykzq SELECT 
> nextId FROM arschema WHERE schemaId = 42 1 a05p2jf1vx8xs SELECT 
> C24005 FROM T73 WHERE C1 = '101' 1 6a5zk4jt9x02k
> SELECT charMenuId,name,version,smObjProp FROM char_menu WHER1
>
> Thank you in advance for any help you all can provide.
>
> Brad Terhune
> UTHSC IT Team Leader
> bterh...@utmem.edu
>

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Re: Configuring Task Sequencing in ITSM 7.5

[Lammey, Peter A.]

I would setup Task Group Templates for those Task Templates but make sure that 
the Task Group template Type is set to "Standard" rather than "Sequencing".


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tayler McLean
Sent: Tuesday, May 12, 2009 2:42 PM
To: arslist@ARSLIST.ORG
Subject: Configuring Task Sequencing in ITSM 7.5

**
Hi List, has anyone come across any configuration that would allow us to turn 
off the "automatic sequential sequencing" when adding tasks?  We have a number 
of internal clients that would prefer that when adding tasks to Work Orders or 
Change Requests they all receive the same sequence so they can be worked on 
simultaneously.

Task templates allow us to configure tasks with the same sequence, but 
templates only take us so far.  We will still have a lot of tasks added to 
requests after the requests are created, and to manually reset the sequences is 
a lot of mouse clicks.

Thanks,
Tayler McLean
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Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

[Lammey, Peter A.]

I would say for the ones that get misdirected to the wrong groups during the 
course of each of the tickets you run metrics on the total ticket reassignment 
counts (on the lower right part of the Assignment tab) and see how many there 
are or run reports on the Assignment Log data from HPD:Assignment Log.

My thought on the Product Name for these would be to either mark these under a 
"Service" type of product or simply advise the Help Desk to exclude these 
particular tickets with a defined Operational Category.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Tuesday, May 12, 2009 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

**
Peter,
I think you're really dealing with 2 things. We have run into that issue here 
as well.
So your 1st issue is: Categorizing things like, "inquiry, call transfer, etc..."
For that, we use Operational Cats. Tier 1 = Service Desk, Tier 2 = Call 
Transfer, Tier 2 = Inquiry, Tier 2 = Vendor solicitation.
2nd issue: How to record that a ticket has been misdirected or incorrectly 
assigned to a group.
That one is something we are still hashing out but using Operational Cats can 
be hard. The reason is that no matter if the ticket was misdirected or not, if 
it's an error with software, we classify it Operationally as Tier 1 = Error, 
Tier 2 = Software.
With that said, we are debating whether or not to create a field or some other 
method to let the Tier 2-3-xx support user flag the ticket as being incorrectly 
assigned.
We have the BMC Analytics tool so I think our SD Manager has come up with a 
report that looks at Incidents that have a Total Transfer > 1 and then does 
some sort of voodoo for the rest :)
Hopefully this leads you in the right direction.
Tauf Chowdhury
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, May 12, 2009 11:55 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls
**
Our Help desk is looking into running reports on all the incident tickets 
submitted by our IT staff and getting a breakdown of the number of tickets 
submitted with specific Product Names entered into the tickets.
Many tickets are generated from templates by our call centers so we can provide 
a means for the Help desk to track most of the tickets with a proper Product 
Name.
During a discussion on this, we are trying to come up with a Product Name and 
CTI for the times where people would call the Help Desk when the call should 
have been directed to a different staff since the call was basically 
misdirected.
There are also times that a person calls to get conference in with another 
co-worker.
We are not sure how those tickets could be categorized as far as a product is 
concerned.
What have any others out there that use Incident 7 done for setting the Product 
Name for tickets such as these when creating tickets or even change requests?
Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761
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for delivering this e-mail to the intended recipient, you are hereby notified 
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Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

[Lammey, Peter A.]

What do you mean by requests vs Incidents or Change?
What other place in ITSM 7 would you capture these as "requests"?

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Tuesday, May 12, 2009 12:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Product Names for Help Desk redirected or misdirected calls

Why not just deal with those by designating them as requests instead of either 
Incidents or Change Requests?

Rick
--Original Message------
From: Lammey, Peter A.
Sender: Action Request System discussion list(ARSList)
To: arslist@ARSLIST.ORG
ReplyTo: arslist@ARSLIST.ORG
Subject: ITSM 7 Product Names for Help Desk redirected or misdirected calls
Sent: May 12, 2009 8:54 AM

** Our Help desk is looking into running reports on all the incident tickets 
submitted by our IT staff and getting a breakdown of the number of tickets 
submitted with specific Product Names entered into the tickets. Many tickets 
are generated from templates by our call centers so we can provide a means for 
the Help desk to track most of the tickets with a proper Product Name.   During 
a discussion on this, we are trying to come up with a Product Name and CTI for 
the times where people would call the Help Desk when the call should have been 
directed to a different staff since the call was basically misdirected. There 
are also times that a person calls to get conference in with another co-worker. 
We are not sure how those tickets could be categorized as far as a product is 
concerned.   What have any others out there that use Incident 7 done for 
setting the Product Name for tickets such as these when creating tickets or 
even change requests? Thanks Peter Lammey ESPN IT Client Architecture and 
Automation 860-766-4761 _Platinum Sponsor: rmisoluti...@verizon.net 
ARSlist: "Where the Answers Are"_
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ITSM 7 Product Names for Help Desk redirected or misdirected calls

[Lammey, Peter A.]

Our Help desk is looking into running reports on all the incident tickets 
submitted by our IT staff and getting a breakdown of the number of tickets 
submitted with specific Product Names entered into the tickets.
Many tickets are generated from templates by our call centers so we can provide 
a means for the Help desk to track most of the tickets with a proper Product 
Name.

During a discussion on this, we are trying to come up with a Product Name and 
CTI for the times where people would call the Help Desk when the call should 
have been directed to a different staff since the call was basically 
misdirected.
There are also times that a person calls to get conference in with another 
co-worker.
We are not sure how those tickets could be categorized as far as a product is 
concerned.

What have any others out there that use Incident 7 done for setting the Product 
Name for tickets such as these when creating tickets or even change requests?


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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Re: ITSM 7.0.3 - Incident/Change error message.

[Lammey, Peter A.]

This means there is a record or possibly records that are stuck in NTE:SYS-NT 
Process Control that are have the Individual Notifications set to "No".
These records would get passed to Group NT Control as part of an escalation 
(Process thread 390603) and then deleted if successfully passed but there is 
one or many in particular that are not processing based on that error.

You may just want to delete the record for now or back it up to a .arx in case 
you think it would be needed.

Its possible it occurred if you experienced a system outage at the time the 
record was generated.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Tuesday, May 12, 2009 11:31 AM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.0.3 - Incident/Change error message.

**
All,
I am seeing the following error repeatedly in arerror.log:
390603 : The value(s) for this entry violate a unique index that has been 
defined for this form : NTE:SYS-Group NT Control entry:NTG00123574 fields: 
100205 179  (ARERR 382)
Those 2 fields are Ticket Request ID and Instance ID...
Anyone see this before?
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779

This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. 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, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
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Re: User tool closes when executing a Crystal Report

[Lammey, Peter A.]

Does the local client run out of available memory or GDI when these certain 
reports?
I would think this might be due to a memory leak issue that would cause the 
tool to crash altogether.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Thursday, May 07, 2009 11:26 AM
To: arslist@ARSLIST.ORG
Subject: User tool closes when executing a Crystal Report

Has anyone encountered an issue which causes Remedy to close when trying to 
view or print a Crystal Report?

This started happening a couple of days ago on a few of our systems here and 
seems to be spreading throughout the user community.

Nothing has changed with regards to Remedy configuration.  I'm working with our 
desktop team to pin down any updates or other s/w changes.

All of the typical ODBC issue fixes don't do a thing:

Data source configuration
Uninstall Remedy and reinstall
Verify info for report server/port
Clean temp directory

Upgrading the user tool to 7.1p6 does not fix the issue.

There is no error message -- aruser just closes, poof, gone.  The rpt file gets 
created in %temp% but that's it.  We have users that can't report on their PC 
use another and it will work for them.  We have other users that can't report 
no matter what PC they use.

 I'm stumped, can't find a pattern, and still stuck at front-line with BMC 
support.

Any ideas appreciated!

Tony

ARS 7.1p2
User 7.1p2,3,6

[cid:888235515@07052009-108C]
 Tony Worthington
 Sr. Technical Analyst
 Kohl's Department Stores
 N56 W17000 Ridgewood Drive
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 262.703.7763 (phone)
 tony.worthing...@kohls.com
 www.kohls.com

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Re: Reporting client error

[Lammey, Peter A.]

The tool is listed in your Start Menu -> "Settings" -> "Control Panel".  In the 
Control Panel there should be an icon labeled "Administrative Tools".
When you open your Administrative Tools window, there should be an icon labeled 
"Data Sources (ODBC)".
Double click on that icon and that will open the ODBC Data Source Administrator 
application.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Thursday, April 30, 2009 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting client error

**
Could you explain a bit better what you are referring to?What tab under 
what in what tool?

--- On Thu, 4/30/09, Lammey, Peter A.  wrote:

From: Lammey, Peter A. 
Subject: Re: Reporting client error
To: arslist@ARSLIST.ORG
Date: Thursday, April 30, 2009, 1:19 PM

**
I dont think removing the cache files (*.arv, *.arf) files will help.
Did you check to see on the user has the user has the "AR System ODBC Data 
Source" listed in the ODBC Data Source Administrator under the User DSN tab?
Also make sure that this user has the "AR System ODBC Driver" listed in the 
Drivers folder in this same window.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Thursday, April 30, 2009 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting client error

**
Already tried that. I saw something on the web for this client error saying 
that sometimes it gets alleviated by deleting all the *.arf and *.arv files, so 
that's my next plan.

--- On Thu, 4/30/09, Lammey, Peter A.  wrote:

From: Lammey, Peter A. 
Subject: Re: Reporting client error
To: arslist@ARSLIST.ORG
Date: Thursday, April 30, 2009, 12:23 PM

**
It sounds like an issue with the Remedy User client and how it was installed.
Perhaps the Remedy ODBC driver was not installed correctly or was not 
registered properly.

Can the client reinstall the Remedy User client and see if it this problem then 
goes away?

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Thursday, April 30, 2009 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Reporting client error

**
I have a user trying to use the out of box ITSM reporting console for 7.5 
getting the following error:

An error occurred while generating the Crystal report: 0x80047e5d - Failed to 
open the connection. - ODBC data source: AR System ODBC Data Source (ARERR 1904)

Any ideas as to where to look?  His account seems fine when I access reporting 
from my own machine.


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Re: Reporting client error

[Lammey, Peter A.]

I dont think removing the cache files (*.arv, *.arf) files will help.
Did you check to see on the user has the user has the "AR System ODBC Data 
Source" listed in the ODBC Data Source Administrator under the User DSN tab?
Also make sure that this user has the "AR System ODBC Driver" listed in the 
Drivers folder in this same window.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Thursday, April 30, 2009 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting client error

**
Already tried that. I saw something on the web for this client error saying 
that sometimes it gets alleviated by deleting all the *.arf and *.arv files, so 
that's my next plan.

--- On Thu, 4/30/09, Lammey, Peter A.  wrote:

From: Lammey, Peter A. 
Subject: Re: Reporting client error
To: arslist@ARSLIST.ORG
Date: Thursday, April 30, 2009, 12:23 PM

**
It sounds like an issue with the Remedy User client and how it was installed.
Perhaps the Remedy ODBC driver was not installed correctly or was not 
registered properly.

Can the client reinstall the Remedy User client and see if it this problem then 
goes away?

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Thursday, April 30, 2009 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Reporting client error

**
I have a user trying to use the out of box ITSM reporting console for 7.5 
getting the following error:

An error occurred while generating the Crystal report: 0x80047e5d - Failed to 
open the connection. - ODBC data source: AR System ODBC Data Source (ARERR 1904)

Any ideas as to where to look?  His account seems fine when I access reporting 
from my own machine.


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Re: Reporting client error

[Lammey, Peter A.]

It sounds like an issue with the Remedy User client and how it was installed.
Perhaps the Remedy ODBC driver was not installed correctly or was not 
registered properly.

Can the client reinstall the Remedy User client and see if it this problem then 
goes away?


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine
Sent: Thursday, April 30, 2009 12:19 PM
To: arslist@ARSLIST.ORG
Subject: Reporting client error

**
I have a user trying to use the out of box ITSM reporting console for 7.5 
getting the following error:

An error occurred while generating the Crystal report: 0x80047e5d - Failed to 
open the connection. - ODBC data source: AR System ODBC Data Source (ARERR 1904)

Any ideas as to where to look?  His account seems fine when I access reporting 
from my own machine.


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Re: Adding Permission groups for ITSM 7.02

[Lammey, Peter A.]

I have that figured out but I wanted to then provide a way for users that setup 
our Remedy access the ability to then add people to that group that has a Role 
setup that has permissions to certain data on an incident or change.

I know I can access the Users or Group form directly to setup the people that 
need to be added to that group but wanted people with ITSM Config People Admin 
rights that setup Remedy Access in the system the ability to add people to that 
new group so that I dont have to do it as a Remedy Admin.

I ran some tests on this and it seems to work on my development environment 
when I created the group and added an entry to LIC:SYS-License Permission Map 
as well and verified that this works properly as well where I can add the group 
as a permission to certain fields on Incident based on adding that group as 
well to the Roles form (and selecting that Role as permission to the field(s)).



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jon Chau
Sent: Monday, April 27, 2009 12:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding Permission groups for ITSM 7.02

** Peter,

Have you considered creating an entry in the Roles form for Remedy Foundation 
Elements mapped to your new Group?  I think that is what you are asking for.

Jon

On Mon, Apr 27, 2009 at 7:04 AM, Lammey, Peter A. 
mailto:peter.a.lam...@espn.com>> wrote:
**
Does anyone know if there is a way to add a new group available as a permission 
group in CTM:People?
It seems that you can add the group to the Group form then add an entry to the 
form LIC:SYS-License Permission Map with that Group Name and Group ID used and 
set License Required to None and add a Navigation Tier for the new entry as 
well.

Is there any issues or problems that this can create?  It seems when we setup 
RKM that the setup of the application added entries in this form for the RKM 
various permission groups so it doesnt appear that there are any issues that 
can occur with doing this.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761


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Adding Permission groups for ITSM 7.02

[Lammey, Peter A.]

Does anyone know if there is a way to add a new group available as a permission 
group in CTM:People?
It seems that you can add the group to the Group form then add an entry to the 
form LIC:SYS-License Permission Map with that Group Name and Group ID used and 
set License Required to None and add a Navigation Tier for the new entry as 
well.

Is there any issues or problems that this can create?  It seems when we setup 
RKM that the setup of the application added entries in this form for the RKM 
various permission groups so it doesnt appear that there are any issues that 
can occur with doing this.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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Re: Discovered bug with RKM 7.2

[Lammey, Peter A.]

Hmm.

Here is the actual replace of the Notes field:

REPLACE($Detailed Decription$, RIGHT( "
", 2),  ""))

The odd thing is it is actually looking for a space and a carriage return.

For some reason the User tool actually has a space before a carriage return but 
maybe the web does not?

Very perplexing.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Friday, April 24, 2009 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Discovered bug with RKM 7.2

**
Peter,
I just confirmed your findings. I am on RKM7.2 with the latest patch.
If there is no carriage return, the fields populate on the mid tier. If there 
is, NULL!
Tauf Chowdhury
Analyst, Service Management
Office: 631.858.7765
Mobile:646.483.2779
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, April 24, 2009 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Discovered bug with RKM 7.2
**
I discovered a bug when using the Incident Management 7.02 integration with BMC 
Knowledge Management 7.2.
Not sure if others out there have RKM 7.2 but here is how you can replicate the 
bug:
1.  Open an incident in the Remedy User client that has at least one carriage 
return in the Summary field, Notes field, or Resolution field
2.  Click on the button "Create Knowledge Base Entry" on the Resolution tab of 
the incident.
At this point you should notice that the contents of your Incident are 
populated into the RKM web article window correctly.
Now follow these steps when logged into your Mid Tier:
1.  Open the same incident you opened before in the Remedy User client
2.  Click on the "Create Knowledge Base Entry" on the Resolution tab of the 
incident.
You should notice that the contents of the incident are NOT populated into the 
RKM web article window.
I was able to verify this with certainty.
It seems to be an issue with the REPLACE command used in the active link 
KMS:HD:Create_KB_Solution.
In this active link, there is a Push fields action that pushes to the 
KMS:DataExchange form and pushes xml coding and other data from the incident to 
a "Data" field on this form.
Inside the Value being passed to the Data field you can see there are various 
REPLACE commands that try to replace a carriage return with a "".
This workflow apparently works fine with a incident with carriage returns if 
fired from the Remedy User tool but not for the Mid Tier.
Am I going crazy or is this clearly a server or application issue?
ARS 7.01 patch 005
Mid Tier 7.1 patch 003
BMC Knowledge Management 7.02.00.1417

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761
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copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
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Discovered bug with RKM 7.2

[Lammey, Peter A.]

I discovered a bug when using the Incident Management 7.02 integration with BMC 
Knowledge Management 7.2.

Not sure if others out there have RKM 7.2 but here is how you can replicate the 
bug:

1.  Open an incident in the Remedy User client that has at least one carriage 
return in the Summary field, Notes field, or Resolution field
2.  Click on the button "Create Knowledge Base Entry" on the Resolution tab of 
the incident.

At this point you should notice that the contents of your Incident are 
populated into the RKM web article window correctly.

Now follow these steps when logged into your Mid Tier:

1.  Open the same incident you opened before in the Remedy User client
2.  Click on the "Create Knowledge Base Entry" on the Resolution tab of the 
incident.

You should notice that the contents of the incident are NOT populated into the 
RKM web article window.

I was able to verify this with certainty.

It seems to be an issue with the REPLACE command used in the active link 
KMS:HD:Create_KB_Solution.
In this active link, there is a Push fields action that pushes to the 
KMS:DataExchange form and pushes xml coding and other data from the incident to 
a "Data" field on this form.
Inside the Value being passed to the Data field you can see there are various 
REPLACE commands that try to replace a carriage return with a "".

This workflow apparently works fine with a incident with carriage returns if 
fired from the Remedy User tool but not for the Mid Tier.

Am I going crazy or is this clearly a server or application issue?

ARS 7.01 patch 005
Mid Tier 7.1 patch 003
BMC Knowledge Management 7.02.00.1417



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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Re: Remedy, ITSM and SRM Notifications, major spammage

[Lammey, Peter A.]

NTE:CFG-Notification Events controls Notifications that are sent to Support 
staff users.
You wouldnt have entries in here for customer (or requester) notifications.

The only other place you could turn those particular notifications off I think 
would be by disabling the appropriate Notification Message from the 
SYS:NotificationMessages form or you might have to disable the filters that 
fire the notification event and send the note to the customers.
The filter that fires the Notification event should be listed in the 
Description (most likely) for the particular record in SYS:NotificationMessages.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jim Coryat
Sent: Friday, April 24, 2009 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Remedy, ITSM and SRM Notifications, major spammage

**
We have recently implemented the ITSM applications as well as the Service 
Request Management module.  What we are seeing is a number of email 
notifications that are sent to customers, some are completely unnecessary.  In 
going into the NTE:CFG-Notification Events and try and turn some of the 
notifications off, they still show up.  Does anyone have any experience in this 
area and could spare a few pointers in cleaning this up?   Right now the users 
are starting to blindly delete the BMC Remedy notifications since they are 
getting spammed with these continuously.
Thank you for any advice you can provide.
Jim Coryat
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Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

[Lammey, Peter A.]

Is the database an Oracle 10gR2 database?

We found out after our upgrade to AR System 7.01 and upgrade to ITSM 7.02 
applications that the Remedy application startup went up from a couple minutes 
to at least 9-10 minutes.

Never discovered a good solution for it.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, April 23, 2009 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRITICAL:URGENT: ARSystem is taking 20 mins to start

Standard TSing for this would be:

Is all of your hardware set at 100MB/Full (or gb if you have that capacity) 
Turn on DB logging (at the DB and arsystem level) during start, see where the 
delay is happening What type of DB is it?  MS SQL, Oracle, Sybase, etc?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA
Sent: Thursday, April 23, 2009 7:51 AM
To: arslist@ARSLIST.ORG
Subject: CRITICAL:URGENT: ARSystem is taking 20 mins to start

Hello List,

We are facing a issue like arsystem processes takes 20 mins to restart.

Just last week we have migrated to new architecture, earlier we had 
Mid-tier/ARS and DB on same HPUX machine.
Which usually takes 1.5 mins to start all Remedy processes.

But now we have a separate machine for DB out side ARS machine but local to 
network(in same datacenter).
Now it takes 20 mins to start.

When we start first four processes starts at a glance as follows:
root 14001 13998  0  Apr 22  ? 0:00
/remedy/software/ARSystem/reconcile/bin/arrecond -s euxa91 -i /
root 14003 13998  0  Apr 22  ? 0:01
/remedy/software/ARSystem/bin/arservapd -s euxa91 -i /remedy/so
root 14004 13998 16  Apr 22  ?609:05
/remedy/software/ARSystem/bin/arserverd -s euxa91 -i /remedy/so
root 13998 1  0  Apr 22  ? 0:00
/remedy/software/ARSystem/bin/armonitor -s euxa91 -c /etc/arsys

But rest of the following takes 20 mins to start with.

root 18921 13998  0  Apr 22  ? 1:09
/remedy/software/ARSystem/bin/arplugin -s euxa91 -i /remedy/sof
root 18919 13998  0  Apr 22  ? 0:00
/remedy/software/ARSystem/bin/arsvcdsp -s euxa91 -d /remedy/sof
root 18920 13998  0  Apr 22  ? 1:35
/remedy/software/ARSystem/bin/arservdsd -s euxa91 -i /remedy/so
root 18909 14004  0  Apr 22  ? 0:01
/remedy/software/ARSystem/bin/arforkd -s euxa91 -l /remedy/soft
root 18012 1  0 10:39:01 ? 0:00 sh -c
/remedy/software/ARSystem/sla/bin/brsvcbrie
root 18013 18012 23 10:39:01 ?29:32
/remedy/software/ARSystem/sla/bin/brsvcbrie


ARSystem is quite trivial and frequent at server level, hence we can't afford 
this much of delay which leads to outage.

Please advice ASAP. Will be very grateful to you.

Regards
Manish


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Re: ITSM 7 - Orphaned Tasks

[Lammey, Peter A.]

You could actually have one escalation against that join form (Outer Join) and 
will set the RootRequestID to blank.
Then in addition to that one escalation add a Filter on the TMS:Task form that 
fires if Last Modified By = AR_ESCALATOR and TR.RootRequestID = NULL and 
DB.RootRequestID != Null and will perform the Run Process command to delete the 
record.

This way you have less on your escalation thread (if on a 7.01 server or 
earlier which is before escalation threads became multithreaded).



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Wednesday, April 22, 2009 9:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 - Orphaned Tasks

**
A couple of approaches:

1.  Create a join form that shows these Tasks, then run the escalation against 
that.  All the head-bending work is in creating the join.

2.  Do it with two escalations.  The first goes through the tasks (based on 
Create Date so you don't scan the whole mess) and clears the RootRequestID if 
the Change does not exist; and the second runs through the tasks with cleared 
RootRequestID to delete them.

I like the two escalation approach better.

Regards,
Chuck Baldi

On Wed, Apr 22, 2009 at 9:28 AM, Chowdhury, Tauf 
mailto:tauf.chowdh...@frx.com>> wrote:
**

I think the problem with that is that the task has the Parent Request ID 
populated.

The one thing that I found was that a set fields action can pull the $Root 
Request InstanceID$ and if it is NULL, it means the parent does not exist... 
It's just clunky to do it via escalation.



Tauf Chowdhury

Analyst, Service Management

Office: 631.858.7765

Mobile:646.483.2779







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Lammey, 
Peter A.
Sent: Wednesday, April 22, 2009 8:06 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ITSM 7 - Orphaned Tasks



**

You might want to consider adding a escalation that runs about once a month or 
so and have the escalation perform a Run process command to delete any tasks 
that have no Parent Request ID associated to them.





Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of 
Chowdhury, Tauf
Sent: Tuesday, April 21, 2009 5:16 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7 - Orphaned Tasks

**

Hi all,

I am running ITSM 7 patch 8.

The parallel post about Task Management automation triggered me posting this 
issue and if anyone has some ideas, that would be awesome.

Basically, the issue is this:

User is in the process of creating Incident/Change request. They add tasks 
either adhoc/template/tsg. They don't save the Incident/Change request.

Now the Tasks are orphaned! No one can edit them, close them, cancel them until 
I go in and forcefully delete them.

Has anyone found a workaround to this? Is it possible to have a filter that 
runs when the change/incident isn't submitted that goes and deletes the task?

Thanks in advance.

Tauf Chowdhury | Forest Laboratories, Inc.

Analyst, Service Management

Informatics-Infrastructure

Office: 631.858.7765

Mobile:646.483.2779



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proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely 
for the use of the individual or enti

Re: ITSM 7 - Orphaned Tasks

[Lammey, Peter A.]

You might want to consider adding a escalation that runs about once a month or 
so and have the escalation perform a Run process command to delete any tasks 
that have no Parent Request ID associated to them.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
Sent: Tuesday, April 21, 2009 5:16 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 - Orphaned Tasks

**
Hi all,
I am running ITSM 7 patch 8.
The parallel post about Task Management automation triggered me posting this 
issue and if anyone has some ideas, that would be awesome.
Basically, the issue is this:
User is in the process of creating Incident/Change request. They add tasks 
either adhoc/template/tsg. They don't save the Incident/Change request.
Now the Tasks are orphaned! No one can edit them, close them, cancel them until 
I go in and forcefully delete them.
Has anyone found a workaround to this? Is it possible to have a filter that 
runs when the change/incident isn't submitted that goes and deletes the task?
Thanks in advance.
Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779

This e-mail and its attachments may contain Forest Laboratories, Inc. 
proprietary information that is privileged, confidential or subject to 
copyright belonging to Forest Laboratories, Inc. 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, or the employee or agent responsible 
for delivering this e-mail to the intended recipient, you are hereby notified 
that any dissemination, distribution, copying or action taken in relation to 
the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
sender immediately and permanently delete the original and any copy of this 
e-mail and any printout.
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Re: ITSM 7 Automatic Task Creation (TMS)

[Lammey, Peter A.]

Jon,

You can add tasks to your Change Template that will autogenerate when you 
create a Change from that template.
You can select either Task Templates or Task Group templates to be used as part 
of that Change Template.

It is also possible to generate a Change via the ChangeInterface_Create form as 
well if you have a process that populates that form to create a Change.
If you pass the instance ID GUID for the Change Template in the Template ID 
field on that form the Change will be created using the template but workflow 
will prevent some details you set in the record in ChangeInterface_Create as 
passed by your process from being overwritten from the template but the nice 
thing is that if you are referencing a Change Template wtih Task Templates or 
Task Group Templates associated to it, the Change will be generated with those 
tasks generated as well.

Should work like a charm.

ITSM 7.02 patch 005


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jon Chau
Sent: Tuesday, April 21, 2009 4:45 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Automatic Task Creation (TMS)

** Hello Listers,

I'm currently working on trying to get tasks (TMS) automatically created within 
a Change Request (CRQ) using ITSM 7's Change Management / Task Management 
integration and was wondering if anyone had any tips or pointers regarding this.

I've read the ITSM 7 Architecture guide and the Task Management Admin guide and 
there's a notion about using Task Template Groups to fire off a set of Task 
Templates, but that appears to be a manual process?  I also read something 
about the CAI (command automation interface) but couldn't find much about it.

It doesn't look like the predefined task templates work like they used to in 
previous ITSM 5 versions where a field would trigger a set of filters to push 
into CHG:Task.  I'm about to create some filters against the template form that 
perform this action.  We also have the CHG:Change form automatically pushed via 
filters, followed by more filters that trigger the task template creation.  I 
am able to handle the CHG:Change form using CHG:ChangeInterface_Create.

Thanks in advance,
Jon

ITSM 7.0.3 p009
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Re: BMC has updated the external website- old URLs changed

[Lammey, Peter A.]

There seems to be something wrong with the old Documentation page with the 
ability to view the documentation for your Customized List.
It seems to always ask me to re-verify the products in the Proactive Alert 
Registration but I set all of that up already and would want to see all the 
links for those products to see the documentations for those products for all 
versions.

Used to work before but now this seems broken.

I have to now look through the entire A-Z Supported Product List to be able to 
get to the pages that contain the links to the documentation for my Products 
which seems very tedious.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, April 20, 2009 2:24 PM
To: arslist@ARSLIST.ORG
Subject: BMC has updated the external website- old URLs changed

**
Hi All,

  As someone has probably noticed, BMC updated its website over the weekend.  
The new format will hopefully be easier to navigate.

However, because of the change, URLs that you have in your bookmarks may no 
longer work.  Here are some of the most common places that I visit - so if you 
want to update your bookmarks, you can start with these:

AR System Documentation (all versions starting page): 
http://webapps.bmc.com/support/faces/prodallversions.jsp?seqid=108018
Atrium / Remedy Compatibility Matrices: 
http://www.bmc.com/support/reg/remedy-compatibility.html
Product Support Policy: http://www.bmc.com/support/product-support-policy.html


-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

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Re: Reporting/Printing Question

[Lammey, Peter A.]

How do you allow the Mid Tier or Remedy client tool the ability to produce a 
report in a different format other than AR System or Crystal?
Do you have to add entries to the ReportType table with the configuration setup 
in a particular way?

I have always wondered if that is possible so that the Remedy system is not 
limited to interfacing with just Crystal for reporting.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, April 16, 2009 11:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting/Printing Question

That's the only 'supported' method...but there are plenty of other options 
available if you are willing to step out of the box a bit.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Thursday, April 16, 2009 9:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting/Printing Question

My understanding that reporting in the mid-tier was only available with Crystal.

Anne Ramey


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, April 16, 2009 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting/Printing Question

You could always try Jasper Reports...similar to Crystal but Java based and
free...:)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Thursday, April 16, 2009 7:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting/Printing Question

I had just looked up the price Crystal Reports 2008. Is that report writer tool 
you're talking about, or is there a different one.

The CR 2008 is $500 and the server version is $2500. I know that normally 
doesn't sound like very much money, but with things the way things are right 
now I would hate ask for anything.

If that is the cheapest solution then I guess I will have to request approval, 
but I wanted to be sure there wasn't something I was missing.

Thanks,

Andy L. Mayfield
Protection & Control Technician Sr.
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Wednesday, April 15, 2009 1:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reporting/Printing Question

When you say you can't afford Crystal right now what do you mean?
Crystal Enterprise?  Or do you mean the CR Report Writer tool?


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com
715-410-8156 C

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, April 15, 2009 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Reporting/Printing Question

We currently have a form that allows you to print screen by pressing a button 
on the form. It works most of the time without problems, but sometimes it 
prints blank pages and you have to go back and try again.
>From what I've read the WUT is a little flakey when it comes to printing.

I would like to come up with a more reliable method of doing this. I thought I 
would try to have it create a report and print the report on the button press, 
but the output is pretty ugly and hard to read.  From what I can tell I have 
very little or no control of how it's displayed (fonts, spacing
etc..) using the canned reporting tool.

I know a lot of people use Crystal and I assume it affords lots of options, but 
unfortunately the money is not there right now to purchase it.

Anyone have any ideas?

Windows OS
MSSQL DB
ARS 7.1
XP users with 7.1 p5 WUT



Andy L. Mayfield
Protection & Control Technician Sr.
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140


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Re: Revisiting - RE: Reports won't run in the WUT

[Lammey, Peter A.]

Just thought of something else you may want to check.
Open the ReportType form.

Do you have entries in this form with the following data (2 records, one with 
Report Type "AR System" and one "Crystal")?

The one in particular you should check is the Report Type Crystal and its Run 
Command settings.
Report Type : AR System
Query Converter Class :
Query Override Capability : Yes
Run Command :
   
/servlet/NativeReportServlet?O=$RPTOP$&U=$USR$&P=$PWD$&Q=$RPTQUERY$&QR=$RPTQOVR$&S=$RPTS
   
VR$&F=$RPTFORM$&VW=$RPTVIEW$&VWEXT=$RPTVIEWEXT$&APP=$RPTAPP$&R=$RPTNAME$&RF=$RPTFILE$&LO
   
C=$LOC$&TZ=$TIMEZONE$&LNG=$LANGUAGE$&CTRY=$COUNTRY$&enc=$RPTENC$&DT=$RPTDEST$&CS=$RPTCHA
   RSET$
Edit Command :
   
/servlet/ViewFormServlet?formfield=17127&server=$UPRPTSVR$&mode=query&qual=%278%27%3D%22
   $RPTNAME$%22&viewExt=$RPTVIEWEXT$
Create Command :
   
/servlet/ViewFormServlet?formfield=17127&server=$UPRPTSVR$&mode=submit&qual=%3Com%3E%3Cf
   
id%3E17121%3C%2Ffid%3E%3Cvt%3E4%3C%2Fvt%3E%3Cval%3E$RPTSVR$%3C%2Fval%3E%3Cfid%3E17127%3C
   
%2Ffid%3E%3Cvt%3E4%3C%2Fvt%3E%3Cval%3E$RPTFORM$%3C%2Fval%3E%3C%2Fom%3E&viewExt=$RPTVIEWE
   XT$

Report Type : Crystal
Query Converter Class : com.remedy.arsys.reporting.CrystalQueryConverter
Query Override Capability : Yes
Run Command :
   
Crystal10URL=$CRTLOC$/arreports/$RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVER$;A
   
RServerPort=$ARSERVERPORT$;ARAuthentication=$ARAUTHENTICATION$;ARReportLocale=$LOC$;ARVU
   IType=1&Password0=$PWD$&SF=$RPTQUERY$
   
BORemoteAPPURL=$CRTXILOC$/arreports/$RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVE
   
R$;ARServerPort=$ARSERVERPORT$;ARAuthentication=$ARAUTHENTICATION$;ARReportLocale=$LOC$;
   ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$
   
BOCurrentMidtierURL=$CRTXILOC$/arsys/$RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERV
   
ER$;ARServerPort=$ARSERVERPORT$;ARAuthentication=$ARAUTHENTICATION$;ARReportLocale=$LOC$
   ;ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$
   
BORemoteMidtierURL=$CRTXILOC$/arsys/$RPTLOC$?init=$CRTVWR$&User0=$USR$;ARServer=$ARSERVE
   
R$;ARServerPort=$ARSERVERPORT$;ARAuthentication=$ARAUTHENTICATION$;ARReportLocale=$LOC$;
   ARVUIType=1&Password0=$PWD$&SF=$RPTQUERY$
Edit Command :
Create Command :

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Tuesday, April 14, 2009 12:14 PM
To: arslist@ARSLIST.ORG
Subject: Revisiting - RE: Reports won't run in the WUT

**
So this problem continues.  I don't think BMC support believed me until I 
showed them.

Here are the things I know to be true...

1.) Upgrading to WUT 7.1 patch 006 had no effect.
2.) Reports saved from the REPORT form to the /Home/Arcmds folder and run do 
run (doing a search and then selecting tools/reports and the Crystal Report 
stored in the folder)
3.) The same report will run in Crystal
4.) The report will NOT run if you go to the IM Console > Reports > Select a 
report
5.) The server information under the Tools/Options is all correct.
6.) Reports will not run on our Dev, QA, Training, or Prod server this way when 
accessed in the method described in #4 above.
7.) Reports do not work in the method for #4 for any user

All in all it seems like it's client and/or workstation based.  When you press 
the "Run Report" button the cursor goes to an hourglass for 5 seconds or so and 
then goes back to normal.  Nothing else happens.  No errors noted anywhere.

William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Corporate Website, www.stratacominc.com<http://www.stratacominc.com/>
715-410-8156 C



From: William Rentfrow
Sent: Thursday, April 02, 2009 9:51 AM
To: arslist@ARSLIST.ORG
Subject: RE: Reports won't run in the WUT

I checked that too - it is correct.

William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Corporate Website, www.stratacominc.com<http://www.stratacominc.com/>
715-410-8156 C



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mansur, Joanne
Sent: Thursday, April 02, 2009 7:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Reports won't run in the WUT

**
Make sure the odbc driver server is configured - it's been giving us trouble 
lately, especially on Vista machines.

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Wednesday, April 01, 2009 3:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] Reports won't run in the

Re: Print Incident report - name? location?

[Lammey, Peter A.]

In the Report form the Report Name is "Help Desk (English)".



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Julie L Kanakanui JLKANAKA
Sent: Tuesday, April 07, 2009 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Print Incident report - name? location?

**
Hello, I'm looking for the report that is displayed when you choose Print from 
HPD:HelpDesk for an Incident (ITSM 7.1), because we need to make a few changes. 
 I know in Remedy 6 we identified which report this was and were able to make 
changes to it by modifying that report and re-saving it in Remedy.  Is this the 
same scenario in 7?  I have looked through the list of reports on HPD:HelpDesk 
in the Reports form but so far I'm not coming up with the report that previews 
(and you can then print) when you choose Print

Thanks,

Julie Kanakanui __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers 
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Re: ERROR [330] You do not have write access to field - ITSM 7.1 Suite of Applications

[Lammey, Peter A.]

I think you need to add the person to the General Access group in the User form.
Usually the person is added to General Access once you set the person as 
Support staff but we have on occasion have seen this group removed (possibly 
when we term their account and have to re-enable a account).

After you add the group "General Access" to their Group List on the User form 
then it should correct their issue.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Jorge Polo
Sent: Monday, April 06, 2009 9:18 AM
To: arslist@ARSLIST.ORG
Subject: ERROR [330] You do not have write access to field - ITSM 7.1 Suite of 
Applications

**
Hello everyone,
In our test server we get the errors below when the user is trying to modify 
the incident. In the production environment we get these same errors when the 
user is trying to reassign the incident to another support group.
ARERR [330] You do not have write access to field :  
z1G_Global_HPD_DataSetID,z1G_Global_AST_ProductionDataSetID,z1G_Global_AST_SandBoxDataSetID,z1G_Global_SandBoxEnabled,z1D_Local_DataSetID,
Cost Category,Work Info Type,Locked,z1D_DataSetName, z1D_RefreshContactTab, 
z1D_PreviousStageNumber, z1D_PriorityAlias,z1D_StatusAlias, 
z1D_ServiceTypeAlias, z1D Integer01,  Total Incidents, z1D Status Integer 
Parm01, z1D Status Integer Parm02,z1D Assigned Group Role,  z1D Date03,z1D 
Date04, Reported Date,z1D Effort Time/Hold Duration, z1D Prev Assignee Total 
Effort,z1D Prev Assignee Group ID,
  z1D Prev Assignee Effort Spent,  z1D Prev Assignee Effort Hold,z1D Prev 
Status-INC, z1D Prev Owner Group ID,z1D Original Description, z1D Association 
End Date,
The user has an AR System Fixed license --> [cid:493541913@06042009-1ED8] 
[cid:493541913@06042009-1EDF]
The user has the following application licenses:  BMC:Incident Mgmt Fixed 
license and a Problem Mgmt User fixed license.
The user belongs to the following permission groups: Asset Viewer, Config 
Categorization Admin, Config Group Mapping Admin, Contact Location Admin, 
Contact Organization Admin, Contact People HR Admin, Incident Config, Incident 
Master, Problem Config, Problem master, Security and Task Manager.
[cid:493541913@06042009-1EE6][cid:493541...@06042009-1eed]
Has anyone else experienced similar behavior?  Or does anyone have any 
suggestions for troubleshooting this?... Thank you.
Environment:
AR System - 7.1.00 Patch 006
Intel Pentium
Operating System: Windows Server 2003
Database: Microsoft SQL Server

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Re: Reports won't run in the WUT

[Lammey, Peter A.]

Is the Report Server and TCP set correctly in Tools -> Options -> Advanced -> 
Report Server?
We have our remedy connection set to go to a specific port.  If the TCP port is 
not set in their options then that would cause this issue.

The other thing to check is in the Report form for that particular report is 
the Server set the correct server and is the Form Name correctly set? (based on 
what table the Crystal Report is pointing to)



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Wednesday, April 01, 2009 3:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reports won't run in the WUT

**
This was a great guess.  Unfortunately that is not the issue.  I've tried it 
several ways (including the way it was when it worked) and it's still broken.

William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com
715-410-8156 C



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Wednesday, April 01, 2009 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Reports won't run in the WUT

**
I have seen this happen when the user does *not* have a Report Server defined 
in their profile.  I'm not sure what triggers this, but putting a server name 
there as gotten rid of this error.
Tools --> Options --> Advanced --> Report Server

I'd like to know what your solution is, if this is not your issue.

Regards,
Chuck Baldi

On Wed, Apr 1, 2009 at 1:07 PM, William Rentfrow 
mailto:wrentf...@stratacominc.com>> wrote:
**
Windows UT 7.1 patch 001, Solaris server 7.1 patch 001

We - until recently - were able to run reports from the WUT.  For example, the 
IM base product reports include a report called "Incident Details by date 
range". I just want to run it for the last week which is a minor amount of data.

When I select the report + criteria (with a destination of "to screen") the 
cursor goes to an hourglass and just flickers back to a regular cursor a few 
seconds later.  Nothing else happens.

Workflow logging does not give an indication of a problem.

I've deleted all local cache and re-installed the WUT.

I've check the server for obvious things including;

-Messages in the arerror.log
-Unix system checks (e.g., disk space - reports can fail if /var is full)
-Every other log/setting I can think of.

When I pull the report file out of the REPORT form and try it in Crystal 
Reports against the same server it runs just fine.

Something is very amiss - this all worked last week



William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Corporate Website, www.stratacominc.com
715-410-8156 C

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ChangeInterface_Create use for updating existing Change requests in ITSM 7.02

[Lammey, Peter A.]

We have an outside vendor that provides our PDA services and support.  As part 
of our process we assign Change requests to the vendor to handle specific PDA 
upgrades or new deployments and they in turn create and manage the request in 
their own system outside Remedy.  When they finish their request, at this point 
they have to not only close out their request but the Remedy change request as 
well.
What was proposed was a way for their group to send an email to the Remedy 
server (to get picked up by the Email Engine) that will complete the request in 
Remedy with a set Status Reason of "Final Review Complete" and with Scheduled 
dates and Actual End Dates.

Is it possible for a Email template to get sent to the 
CHG:ChangeInterface_Create form (provided by ITSM Change Management 7.02 
application) that if formatted and set appropriately will update a Change 
request and mark it Completed?
Is email a viable option that will avoid any system customization?

Looking at the code so far on that form it doesn't appear that it does and our 
front line support has not indicated if it can or not.

If it doesn't, can an email template be directed against the CHG:Infrastructure 
Change form directly?  Our front line support said it should not but I want to 
avoid having to create a custom form and workflow on top of ITSM to handle this 
for this one group's need.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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Re: Web Services Error

[Lammey, Peter A.]

Oh.  The web service is down it sounds.
Flush the cache on your Mid Tier web server and restart whatever runs java on 
your Remedy Mid tier server (we use Apache).

Once you do that then you should be able to view the webservice from the Admin 
tool.

Does that also solve the new issue you are getting?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Friday, March 27, 2009 3:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error

**
We have tried entering both WSDLFile - which offers no authentication screens, 
and URL with authentication, where we put in an active ARSystem user and 
password.  In all cases we get the same error, including now that we have 
changed output not to include date fields.
The thing is I can't access the WSDL from within the administrator either !
Thanks,
Sharon
ext. 2219

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, March 27, 2009 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error
It sounds like the User and password being passed is not being validated 
correctly.
In the Altiris component that connects to the the WSDL did you define the 
Authentication Value correctly?  Basically you will need to set the 
Authentication to "ARSystem" and then set the Username and password that you 
have in Remedy.
You may also need to set the locale and timezone as well but they might be 
optional.

Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

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Re: Web Services Error

[Lammey, Peter A.]

It sounds like the User and password being passed is not being validated 
correctly.

In the Altiris component that connects to the the WSDL did you define the 
Authentication Value correctly?  Basically you will need to set the 
Authentication to "ARSystem" and then set the Username and password that you 
have in Remedy.

You may also need to set the locale and timezone as well but they might be 
optional.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Friday, March 27, 2009 1:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error

**
I made the changes in the output and saved the web service again, but when I 
click on View to see the contents of the wsdl I get an error: User has no 
access to form HPD_Helpdesk (even though the form has Public access enabled).

I had seen this problem on and off before but once I turned on Allow Guest 
Users I was able to access the wsdl.

Thanks,
Sharon
ext. 2219


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Friday, March 27, 2009 12:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error

Is the web service that was setup in Remedy pointing to any Date/Time fields?  
I have found that Altiris Workflow cant seem to ingest the web service into a 
component correctly if the Remedy web service has Date/Time fields in either 
the Input or Output values.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Friday, March 27, 2009 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error
**
He is setting up the Web Service Caller in Altiris which if I understand 
correctly connects to the WSDL and then populates the info into the component 
in Altiris before generating a dll which is then used to access the web service 
from Altiris. So I would say he is trying to get the WSDL.
Thanks,
Sharon
ext. 2219
size=2 width="100%" align=center tabIndex=-1>
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, March 27, 2009 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error
Is he trying to get the WSDL or actually send/receive data to the web service?
Fred
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Friday, March 27, 2009 7:49 AM
To: arslist@ARSLIST.ORG
Subject: Web Services Error
We are on ARS 7.1.4 on windows with sql 2005 and helpdesk 6.0.
I published a web service for the Helpdesk desk form and gave the URL to the 
wsdl file to our Altiris administrator.
Can anyone shed any light on the error message that we are receiving from his 
application when trying to connect to Remedy via the web service:
Cannot get request from url:
http://rwrmdywh21/arsys/WSDL/public/rwrmdyahv22/HPD_HelpDesk
System.InvalidOperationException: There is an error in XML document (20, 2). 
---> System.InvalidOperationException:  was not expected.
   at 
System.Web.Services.Description.ServiceDescriptionSerializationReader.Read125_definitions()
   at 
System.Web.Services.Description.ServiceDescription.ServiceDescriptionSerializer.Deserialize(XmlSerializationReader
 reader)
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, 
String encodingStyle, XmlDeserializationEvents events)
   --- End of inner exception stack trace ---
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, 
String encodingStyle, XmlDeserializationEvents events)
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader)
   at System.Web.Services.Description.ServiceDescription.Read(XmlReader reader, 
Boolean validate)
   at System.Web.Services.Description.ServiceDescription.Read(XmlReader reader)
   at LogicBase.Framework.WSDLProxyGen.ReadService(ICredentials credentials, 
String url, ServiceDescriptionImporter importer)
   at LogicBase.Framework.WSDLProxyGen.GenerateProxy(ICredentials credentials)
   at LogicBase.Framework.WSDLProxyGen.GenerateProxyAssembly(Boolean 
generateInMemory, ICredentials credentials)
   at LogicBase.Framework.WebserviceParser.Load(String PathToSourceWSDL, 
Boolean generateProxyAssemblyInMemory)
   at LogicBase.Framework.WebserviceParser.Load(String PathToSourceWSDL)
   at 
LogicBase.Components.DynamicWebserviceCaller.DynamicWebServiceGenerator.GetWebMethods(UrlReference[]
 urls)
System.InvalidOperationException: There is an error in XML document (20, 2). 
---> System.InvalidOperationExcept

Re: Web Services Error

[Lammey, Peter A.]

Is the web service that was setup in Remedy pointing to any Date/Time fields?  
I have found that Altiris Workflow cant seem to ingest the web service into a 
component correctly if the Remedy web service has Date/Time fields in either 
the Input or Output values.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Friday, March 27, 2009 12:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error

**
He is setting up the Web Service Caller in Altiris which if I understand 
correctly connects to the WSDL and then populates the info into the component 
in Altiris before generating a dll which is then used to access the web service 
from Altiris. So I would say he is trying to get the WSDL.
Thanks,
Sharon
ext. 2219

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Friday, March 27, 2009 9:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Services Error
Is he trying to get the WSDL or actually send/receive data to the web service?
Fred
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Friday, March 27, 2009 7:49 AM
To: arslist@ARSLIST.ORG
Subject: Web Services Error
We are on ARS 7.1.4 on windows with sql 2005 and helpdesk 6.0.
I published a web service for the Helpdesk desk form and gave the URL to the 
wsdl file to our Altiris administrator.
Can anyone shed any light on the error message that we are receiving from his 
application when trying to connect to Remedy via the web service:
Cannot get request from url:
http://rwrmdywh21/arsys/WSDL/public/rwrmdyahv22/HPD_HelpDesk
System.InvalidOperationException: There is an error in XML document (20, 2). 
---> System.InvalidOperationException:  was not expected.
   at 
System.Web.Services.Description.ServiceDescriptionSerializationReader.Read125_definitions()
   at 
System.Web.Services.Description.ServiceDescription.ServiceDescriptionSerializer.Deserialize(XmlSerializationReader
 reader)
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, 
String encodingStyle, XmlDeserializationEvents events)
   --- End of inner exception stack trace ---
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, 
String encodingStyle, XmlDeserializationEvents events)
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader)
   at System.Web.Services.Description.ServiceDescription.Read(XmlReader reader, 
Boolean validate)
   at System.Web.Services.Description.ServiceDescription.Read(XmlReader reader)
   at LogicBase.Framework.WSDLProxyGen.ReadService(ICredentials credentials, 
String url, ServiceDescriptionImporter importer)
   at LogicBase.Framework.WSDLProxyGen.GenerateProxy(ICredentials credentials)
   at LogicBase.Framework.WSDLProxyGen.GenerateProxyAssembly(Boolean 
generateInMemory, ICredentials credentials)
   at LogicBase.Framework.WebserviceParser.Load(String PathToSourceWSDL, 
Boolean generateProxyAssemblyInMemory)
   at LogicBase.Framework.WebserviceParser.Load(String PathToSourceWSDL)
   at 
LogicBase.Components.DynamicWebserviceCaller.DynamicWebServiceGenerator.GetWebMethods(UrlReference[]
 urls)
System.InvalidOperationException: There is an error in XML document (20, 2). 
---> System.InvalidOperationException:  was not expected.
   at 
System.Web.Services.Description.ServiceDescriptionSerializationReader.Read125_definitions()
   at 
System.Web.Services.Description.ServiceDescription.ServiceDescriptionSerializer.Deserialize(XmlSerializationReader
 reader)
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, 
String encodingStyle, XmlDeserializationEvents events)
   --- End of inner exception stack trace ---
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader, 
String encodingStyle, XmlDeserializationEvents events)
   at System.Xml.Serialization.XmlSerializer.Deserialize(XmlReader xmlReader)
   at System.Web.Services.Description.ServiceDescription.Read(XmlReader reader, 
Boolean validate)
   at System.Web.Services.Description.ServiceDescription.Read(XmlReader reader)
   at LogicBase.Framework.WSDLProxyGen.ReadService(ICredentials credentials, 
String url, ServiceDescriptionImporter importer)
   at LogicBase.Framework.WSDLProxyGen.GenerateProxy(ICredentials credentials)
   at LogicBase.Framework.WSDLProxyGen.GenerateProxyAssembly(Boolean 
generateInMemory, ICredentials credentials)
   at LogicBase.Framework.WebserviceParser.Load(String PathToSourceWSDL, 
Boolean generateProxyAssemblyInMemory)
   at LogicBase.Framework.WebserviceParser.Load(String PathToSourceWSDL)
   at 
LogicBase.Components.DynamicWebserviceCaller.DynamicWebServiceGenerator.GetWebMethods(UrlReference[]
 urls)
Thanks,
Sharon Menachem
Remedy A

Re: Web services - asmx link for integration into Workflow Web Component

[Lammey, Peter A.]

Ive been able to setup a Remedy web service that can be incorporated into 
Altiris Workflow 6.5.
To create a Remedy web service, there are instructions on that in the BMC 
Remedy Action Request System 7.1 Integrating with Plug Ins ... (Chapter 6)
http://www.bmc.com/supportu/documents/93/94/69394/69394.pdf

As far as then getting that Web service ingested into Altiris Workflow, in 
Workflow you would create a Integration project (or if you have a Integration 
project already setup as a Muliple Container Generator type you could add to 
that project) and add a "Web Service Caller Generator".

In the Web Service Caller generator, you select the Source Type  "WSDL" and 
then enter the WSDL path as defined in the WSDL tab of your Remedy Web Service 
(looking at the Remedy Web Service object in the Remedy Admin tool its the 
field on that tab).

Click Next through the next screens and take the defaults of "Populate into 
Component" and finish.

Once you compile your Integration project, it will create a .DLL file that will 
contain the methods incorporated with the Integration project.
You will then need to reference that DLL in your Workflow or Web Forms project 
in the Project Propertier / Libraries tab.

Once you add that a reference to that file, you should have the Operation 
(defined in the Remedy web service) available as a component.
When you add the component to your workflow, you will need to setup the 
Authentication info in that component.

Basically fill out all the fields as much as you can and set Authentication 
Info to "ARSystem" and set the username and password to a ID in the Remedy 
system that should have permissions to the data being retrieved in the web 
service (based on the target Remedy form and fields being returned).

You also need to setup the Input values and Output value of that component.

Once you do that you should notice that it is able to work with the inputs you 
pass from Altiris Workflow and the data you setup as the Output from your 
Remedy Web service should be available as expected.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Sharon Menachem
Sent: Tuesday, March 24, 2009 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Web services - asmx link for integration into Workflow Web Component

**
I have not worked with web services at all so forgive me if this is a painfully 
simple question.
Our Altiris administrator was told that the Remedy Web Services of ARSystem 7 
and up should provide an .asmx link for integration into a Workflow Web 
Component. He would like to make use of this to automate some integration 
between Altiris and Remedy but I have no idea what he is talking about, let 
alone what I need to give him. Help!
I am currently on ARSystem 7.1.4 on windows 2003 with SQL 2005, Helpdesk 6.0.
Thanks,
Sharon
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Re: ITSM naming convention sucks

[Lammey, Peter A.]

At first when I read your response Lyle I was taken aback but I definitely now 
understand your viewpoint.
BMC Developers are constantly under the gun to upgrade their applications and 
with their ITSM application upgrades comes new functionality offered by the new 
AR System platform and its new features.  That can lead to more that any 
workflow can do as far as actions and execute conditions, etc which could lead 
to new naming conventions.  Going back and rewriting the existing code that is 
transferred to the new version would be quite an undertaking hence the state of 
all the ITSM workflow setup with 30 character as the limit even though that 
limit changed with AR System 7.

The bottom line point with this rant is that looking up how things work and/or 
trying to troubleshoot issues typically ends up requiring developers to look 
through a mass number of Active Links or Filters listed by forms or by prefixes 
and trying to make sense of the listings of various workflow.
Based on the toolset we have (the Remedy Admin Tool) we try to rely on the 
naming conventions to allow us to make sense of how things work and/or to 
quickly research and troubleshoot issues or questions that may arise.

Ideally a better view of the workflow in a more recognizable format would 
provide developers a better way of performing this effort.  I think that's 
really all developers are concerned about.

Ive seen tools such as Abydos Analyser and Designer that can help but I have 
yet to see a tool BMC has provides that makes this effort of "seeing the big 
picture" easier.  Ive seen some shots of the new Developers Tool offered for 
ARS 7.5 but not sure if that alleviates the need to look through lists of 
workflow and with the need to understand and see the big picture based on the 
naming conventions.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Tuesday, March 24, 2009 12:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM naming convention sucks

Let me give an example of what I'm talking about.  Let's say you make some code 
changes to the CMDB and you find after a bit that reconciliation is not 
working.  You're not sure if it's your changes or an issue with the system.  
You contact BMC for support, and they ask you to send them logs, etc.  At some 
point you indicate, "well, we made some changes, but I'm not sure they would 
affect this."  Eventually, if they can't replicate the issue on their side or 
see from the logs what's going on, they may ask you to undo your changes and 
see if the issue still persists.  If they suspect the issue is due to your 
changes, depending on who you're working with and how much they want to help 
you, they may or may not help you figure out what it was you broke.  At that 
point, they are not obligated to support you from the ITSM application 
perspective, because OOB the system works - if you broke it, it's now yours to 
figure out.

Now, if you have a specific workflow question, then they may help you, but 
that's a different issue.

Either way, none of that has anything to do with whether or not they are 
obligated to publish the implementation details and internal standards they use 
to write their applications.  It would be nice if they did, because that makes 
it easier for us, but that still doesn't mean that it's ESSENTIAL that they do. 
 You could also look at the fact that it may largely be a moving target.  Many 
of the applications are old and evolving, and naming conventions can change 
over time.  As they change, they can't possibly go back and update all the 
existing workflow that used an old naming convention.  The best they can do is 
use the new convention for new workflow and possibly update existing workflow 
as they touch it.  This means that no matter what naming convention they 
publish, it can't be considered fully accurate and will just cause people to 
complain that they're not following their own standards.  Looked at that way, I 
can see why they might not even want to publish it.

Now, what would be _nice_ would be if they published a best practices document 
that _recommends_ one or more possible naming conventions along with other best 
practices that may make application understanding and maintenance easier.  I've 
heard of something like that existing, but I haven't been able to find it yet...

Lyle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of David.M Clark
Sent: Tuesday, March 24, 2009 9:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM naming convention sucks

If the question presented to them is about workflow... are they not obligated?  
Yours... theirs... doesn't matter.

David M Clark
Remedy Programmer/Analyst


>>> Lyle Taylor  3/24/2009 10:50 AM >>>
I don't think so.  They will support the applicat

Re: BMC's Desktop Capture product

[Lammey, Peter A.]

Does it capture performance as well (how long it took a user to go from screen 
to screen or how long it took to go to a submit to modify window on a ticket, 
etc)?



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Bob Rowe
Sent: Friday, February 20, 2009 1:21 PM
To: arslist@ARSLIST.ORG
Subject: BMC's Desktop Capture product

**
Has anyone on the list used BMC's Desktop Capture, BDC? BMC is billing it as a 
Flight Recorder that will capture everything the user is doing in Remedy up 
until he or she encounters an error in the ITSM app he or she is using. Then 
the user forwards that capture to the Tier 2 folks who are saved "lots of time, 
etc." by the recording.

It sounds like a loop recorder of, for instance, a minute or so of desktop 
activity that stops recording on an error. Actually, it sounds pretty 
interesting.

--
Bob Rowe, Remedy Action Request System Development and Administration
robert.w.r...@gmail.com
"The golden rule is to test everything in the light of reason and experience, 
no matter from where it comes."
Mohandas K. Gandhi
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Re: Help with printing an incident easily

[Lammey, Peter A.]

David,

Does this support ARS 7.01 or ARS 7.1?
On this page that describes the application it only indicates that it supports 
ARS 5.X through 6.X.




Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of David Sanders
Sent: Tuesday, February 17, 2009 12:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with printing an incident easily

**
Hi Peter

There is also ARSReport Link that is a web-based reporting solution for Remedy. 
 Here is an example report showing Incident details and linked worklog notes. 
Click the link to run the report in real-time.

http://www.buoyantsolutions.net/cgi-bin/arsrep6.exe?Report=IncidentTicketDetails&ESSIncidentDetails='1'%20=%20%22BSR1302%22

ARSReport Link is supplied as part of ESS, but can run against any Remedy form, 
so you can set up reports for ITSM7 Incidents and worklog notes just as easily. 
 It does not require per-user licensing.

See http://www.ntuition.de/index.php?arsreportlink_en  or 
http://www.buoyantsolutions.net<http://www.buoyantsolutions.net/> for further 
info

Regards



David Sanders

Remedy Solution Architect

Enterprise Service Suite @ Work

==



tel +44 1494 468980

mobile +44 7710 377761

email 
david.sand...@westoverconsulting.co.uk<mailto:david.sand...@westoverconsulting.co.uk>



web http://www.westoverconsulting.co.uk<http://www.westoverconsulting.co.uk/>




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Lammey, Peter A.
Sent: Tuesday, February 17, 2009 5:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: Help with printing an incident easily

Ive been stuck with this dilemma as well.
This is a minor issue if you can fully utilize Crystal reports for any ticket 
printing you need.  Out of the box the Print Current Case button is a Crystal 
report and there is a way you can setup the Crystal report to show the multiple 
Work Info records with just the one set of Incident fields.  Its a matter of 
putting all the Incident fields in the Crystal Report into a Group section 
where you add a group by Incident ID.
In the details section of the report is where you put in the Work Info Summary, 
Description, Submit Date, etc.

You can also accomplish this in the Crystal report with the main report 
pointing to HPD:Help Desk and add a sub report that points to HPD:Worklog and 
add a sub report link using the Incident ID.
Let me know if you need specifics on that.

However, the biggest problem with Crystal is that those reports will not work 
on the web unless you setup a Crystal Enterprise server environment, license it 
with the same number of Incident licenses you have and then setup its 
integration.
This can be done but will be costly for your organization to afford the extra 
Business Objects licenses.

This really leaves you with only 2 other alternatives that I know of (please 
anyone with better ideas please chime in, I am curious to know if there are 
other alternatives):

1.  Setup a separate .NET application or some other web publishing development 
system to connect to Remedy using direct SQL against the AR System database and 
then change the button to a label with a button display and have the label 
setup to goto a URL that will call that .NET application that will display the 
data in a report.  This is something we are likely going to pursue.

2.  Add a Open Window action to the active link that already will open the 
Incident in a report that will point to the HPD:Worklog form and based on the 
'Incident Number' on the Work log table being set to the 'Incident Number' from 
the HPD:Help Desk form.  This will result in two windows being open from 
clicking on the button.  One with the incident details and one with the Work 
Log data associated to that incident.  The user will have to then print both 
windows.  Probably as better logic (to account for incidents with no Work info 
data) would be setup this Open Window/Report action in a separate active link 
that fires with the same conditions and from the same button as the Incident 
Print Current Case active link but executes after if it if the Work Info 
Inbound and Outbound counts are > 0 (which will mean there is at least one Work 
Info record created and associated to that incident).



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of David Levenseller
Sent: Tuesday, February 17, 2009 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Help with printing an incident easily
**
Hello,

 I've asked for help on this before and received some good replies (thank you 
VERY much) but it just doesn't seem to work. I'm 

Re: Help with printing an incident easily

[Lammey, Peter A.]

Ive been stuck with this dilemma as well.
This is a minor issue if you can fully utilize Crystal reports for any ticket 
printing you need.  Out of the box the Print Current Case button is a Crystal 
report and there is a way you can setup the Crystal report to show the multiple 
Work Info records with just the one set of Incident fields.  Its a matter of 
putting all the Incident fields in the Crystal Report into a Group section 
where you add a group by Incident ID.
In the details section of the report is where you put in the Work Info Summary, 
Description, Submit Date, etc.

You can also accomplish this in the Crystal report with the main report 
pointing to HPD:Help Desk and add a sub report that points to HPD:Worklog and 
add a sub report link using the Incident ID.
Let me know if you need specifics on that.

However, the biggest problem with Crystal is that those reports will not work 
on the web unless you setup a Crystal Enterprise server environment, license it 
with the same number of Incident licenses you have and then setup its 
integration.
This can be done but will be costly for your organization to afford the extra 
Business Objects licenses.

This really leaves you with only 2 other alternatives that I know of (please 
anyone with better ideas please chime in, I am curious to know if there are 
other alternatives):

1.  Setup a separate .NET application or some other web publishing development 
system to connect to Remedy using direct SQL against the AR System database and 
then change the button to a label with a button display and have the label 
setup to goto a URL that will call that .NET application that will display the 
data in a report.  This is something we are likely going to pursue.

2.  Add a Open Window action to the active link that already will open the 
Incident in a report that will point to the HPD:Worklog form and based on the 
'Incident Number' on the Work log table being set to the 'Incident Number' from 
the HPD:Help Desk form.  This will result in two windows being open from 
clicking on the button.  One with the incident details and one with the Work 
Log data associated to that incident.  The user will have to then print both 
windows.  Probably as better logic (to account for incidents with no Work info 
data) would be setup this Open Window/Report action in a separate active link 
that fires with the same conditions and from the same button as the Incident 
Print Current Case active link but executes after if it if the Work Info 
Inbound and Outbound counts are > 0 (which will mean there is at least one Work 
Info record created and associated to that incident).



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of David Levenseller
Sent: Tuesday, February 17, 2009 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Help with printing an incident easily

**
Hello,

 I've asked for help on this before and received some good replies (thank you 
VERY much) but it just doesn't seem to work. I'm trying to make it easy for 
someone to print the current incident they are looking at. Something like a 
Print Current Case button. I would like it to include the Work Info. It was 
suggested that I create a Join Form and have it pull the incident and any Work 
Info. I tried that and it seems to work pretty good except that it pulls the 
Work Info entries multiple times.

 We also tried to create a hidden field where the Work Info goes to but then 
that would just take up more room and we also don't want sensitive data sitting 
in that text field.

1. AR Server  version 7.0.01 patch 005
2. Incident Management/Problem Management version 7.0.02 patch 005
3. Mid Tier version 6.03.00
4. Oracle version 10.2.0.4.0 - 64 bit
5. We are using Red Hat Linux and Tomcat as the operating systems and 
application server. I don't know their version/patch numbers.

 Thank you for any hints or suggestions.


David Levenseller
University of North Dakota
Help Center Leader
davidlevensel...@mail.und.edu
Voice (701)777-2380
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Re: 7.x Incident Templates

[Lammey, Peter A.]

In that table field just below the Authored For Group fields is where you need 
to create a list of "Groups that use this template".
Bring up the template from the Application Administration Console and then goto 
to the Authored For Groups tab and click on the button "Update" to add all the 
groups that can then see that template. 



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of JanetB
Sent: Friday, February 13, 2009 4:38 PM
To: arslist@ARSLIST.ORG
Subject: 7.x Incident Templates

I created a bunch of Incident Templates for one of our support groups. I set 
the Authored For Group to the support group that will be using them, but when 
they select View Templates and select their support group, the list is empty. 
If I add myself to that support group I can see them, but I have admin rights. 
Am I missing something that needs to be done or particular rights a user must 
have in order to see and use the templates?
--
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Re: Converting remedy timestamp into oracle date/time format

[Lammey, Peter A.]

That formula will give you the time in GMT.
To convert it to PST you will need to account for the hours offset (see below). 
 I believe the offset for you is 8 hours (Greenich Mean Time is 8 hours ahead 
of you so you need to subtract).  Im in EST and I believe I have to offset it 
by 5 hours.  I put the "8" in the formula below with {} around it.  I am not 
sure if that is the right offset for you from GMT.


SELECT TO_CHAR(TO_DATE('01/01/1970 00:00:00', 'MM/DD/ HH24:MI:SS') +
(C3 / ( 60 * 60 * 24 ) - ( 60 * 60 * {8} ),
'MM/DD/YY HH24:MI:SS')
FROM T40;


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of surya4u
Sent: Monday, February 02, 2009 2:53 PM
To: arslist@ARSLIST.ORG
Subject: Converting remedy timestamp into oracle date/time format

I need a formula that converts the remedy timestamp into oracle date/time 
field...

I have referred to KB article:6132 and formula given in the article is 
not working...

SELECT TO_CHAR(TO_DATE('01/01/1970 00:00:00', 'MM/DD/ HH24:MI:SS') +
(C3 / ( 60 * 60 * 24 )),
'MM/DD/YY HH24:MI:SS')
FROM T40;

 I am in PST timezone and need formula that converts into oracle date/time 
format


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Re: Archiving SLM:Measurement

[Lammey, Peter A.]

I think the key is the ApplicationInstanceID in SLM:Measurement being tied to 
the instanceID of records in HPD:Help Desk.

If the record in HPD:HelpDesk is Resolved or Closed then its instanceID should 
be found in the SLM:Measurement table in the ApplicatiionInstanceID field.

There is probably already a join between HPD:Help Desk and SLM:Measurement 
using these fields as a link in the system.  (Not sure but I think it is 
HPD:Help Desk_SLA)



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Monday, December 22, 2008 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving SLM:Measurement

**
We are going to do that - the Oracle performance guys were being a bit 
proactive and got to it first :)

The bigger issue though is just trying to figure out what to I'm going to break 
in the SLM Console or other places by archiving these records.  I also haven't 
really yet even looked at this in detail and I'm not sure of a few things.  For 
example, how do I identify in SLM:Measurement which records pertain to a 
request that has been resolved?

I'm sure it's possible - I just have been involved in other things lately.


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Saturday, December 20, 2008 11:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving SLM:Measurement

**
If the push fields actions are causing table scans, why not index fields 
referenced in the push fields if qualification queries? 4.5 million records is 
not so much of a big deal?

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of William Rentfrow
Sent: Friday, December 19, 2008 5:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving SLM:Measurement

**
We are investigating some changes now - we've also done some tuning via Oracle 
profiles (and by "we" I mean the dba's).


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Phil Murnane
Sent: Friday, December 19, 2008 1:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Archiving SLM:Measurement

**
William:

At one customer site, we added some indexes to help those Push Fields If 
conditions and avoid the table scans.  SLM benefits quite a bit from some DB 
tuning.  So does the DSL, but that's another topic. :)

--Phil


From: Howard Richter 
To: arslist@ARSLIST.ORG
Sent: Friday, December 19, 2008 11:53:26 AM
Subject: Re: Archiving SLM:Measurement

**
Bill,

On my past two systems (that had SLM) we trashed anything in the 
SLM:Measurement, older then 30 days and that was not tied to active ticket. I 
think we were able to report, but I don't remember from where.

hbr

On Fri, Dec 19, 2008 at 12:35 PM, William Rentfrow 
mailto:wrentf...@stratacominc.com>> wrote:
**
It's Friday and I have some other stuff to finish today so I haven't gotten too 
far into researching this yet - so I thought I'd ask if anyone else has a 
solution for this already.

Problem: SLM:Measurement is gigantic.  We have 240,000 requests in HPD:Help 
Desk (IM 7.x) and 4,400,000+ SLM:Measurement records.

My gut feeling is to just archive off all of the records that are closed and 
refer the reporting people to that table when they want to run reports; 
however, I have not yet investigated the ramifications of doing this.

Has anyone else?


William Rentfrow

Principal Consultant, StrataCom Inc.

wrentf...@stratacominc.com

701-306-6157 C

952-432-0227 O


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--
Howard Richter
Red Hat Certified Technician
CompTIA Linux+ Certified
ITIL Foundation Certified
E-Mail = hbr4...@gmail.com
LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: please help

[Lammey, Peter A.]

The computed group should be defined based on a user list or based on certain 
groups.
Based on the groups that are included in the defintion of the Computed group 
you should be able to add the user to one of those groups to make them a member 
of the Computed group.

To confirm that the person was added to the computed group, when looking at the 
user in the User form, you should see the Computed Group listed in the Computed 
Group List field.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of arsadm
Sent: Wednesday, December 17, 2008 12:45 PM
To: arslist@ARSLIST.ORG
Subject: please help

** Hi Group, how can i assign a user to a computed group list (special 
permission group) ? Thanks in advance. ARSADM

View this message in context: please 
help
Sent from the ARS (Action Request System) mailing list 
archive at 
Nabble.com.
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Re: Crystal Reports Question

[Lammey, Peter A.]

I would default the parameter to a "*" which is the unlimited character 
wildcard symbol for Crystal.
In your Record Selection criteria indicate where Support Organization LIKE 
{TheParameter}.

As directions for your user instruct them to remove that "*" symbol and select 
the Support Organization to then search on that Support Organization.

So whether the search that is run is Support Organization LIKE "*" (which will 
mean all Support Orgs) or if the search that is run is Support Organization 
LIKE "Something" then it should return the results needed.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz
Sent: Thursday, December 11, 2008 8:42 PM
To: arslist@ARSLIST.ORG
Subject: Crystal Reports Question

**
Hi All
I am trying to write a Crystal Report and I want to be able to have a parameter 
which can either be set to a value or All, any idea on how to achieve this?
For example

Support Company
the user will select a support company based on the choices ( this bit is fine)
Support Organization
I want the user to have the flexibility to either select a Support Organization 
from the drop down list or be able to report on ALL Support Organizations 
belonging to the Support Company they selected.

thanks

shafqat



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CMDB 2.1 help needed - Changing the class for a CI from BMC_MONITOR to BMC_COMPUTERSYSTEM

[Lammey, Peter A.]

I received a call from one of our Asset users that noted there was a CI in the 
Remedy Asset database that was listed as a Monitor when it should have been in 
the Computer System class.
Does anyone know what steps I need to follow to change a CI's class 
relationship from Monitor to Computer System?

ARS 7.01 patch 5
Asset Management 7.02 Patch 005
CMDB 2.0.1 patch 003


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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Re: OT - Friday Humor

[Lammey, Peter A.]

Didnt they do experiments similar to this on Mythbusters?
Im sure I have seen one episode when they tested the myth about people flying 
out of a window from an airplane when the window is broken.
I wonder if they did the test with a chicken



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Pruitt, Christopher J
Sent: Friday, December 05, 2008 9:36 AM
To: arslist@ARSLIST.ORG
Subject: OT - Friday Humor

**

This is allegedly a true story. Engineers at a major aerospace company were 
instructed to test the effects of bird-strikes (notably geese) on the 
windshields of airliners and military jets. To simulate the effect of a goose 
colliding with an aircraft traveling at high speed, the test engineers built a 
powerful gun, with which they fired dead chickens at the windshields. The 
simulations using the gun and the dead chickens worked extremely effectively, 
happily proving the suitability of the windshields, and several articles about 
the project appeared in the testing industry press.

It so happened that another test laboratory in a different part of the world 
was involved in assessing bird-strikes - in this case on the windshields and 
drivers' cabs of new very high speed trains. The train test engineers had read 
about the pioneering test developed by the aerospace team, and so they 
approached them to ask for specifications of the gun and the testing methods. 
The aerospace engineers duly gave them details, and the train engineers set 
about building their own simulation.

The simulated bird-strike tests on the train windshields and cabs produced 
shocking results. The supposed state-of-the-art shatter-proof high speed train 
windshields offered little resistance to the high-speed chickens; in fact every 
single windshield that was submitted for testing was smashed to pieces, along 
with a number of train cabs and much of the test booth itself.

The horrified train engineers were concerned that the new high speed trains 
required a safety technology that was beyond their experience, so they 
contacted the aerospace team for advice and suggestions, sending them an 
extensive report of the tests and failures.

The brief reply came back from the aero-engineers: "You need to defrost the 
chickens
Christopher Pruitt
Consultant Specialist
EDS, an HP Company
mailto: [EMAIL PROTECTED]
We deliver on our commitments
so you can deliver on yours.
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Strange error when saving Asset to In Inventory in Asset Management 7.02/CMDB 2.1

[Lammey, Peter A.]

I released some code into the production environment this Tuesday which dealt 
with preventing a pop up from occurring when a user is in a CI record and 
marking the CI to In Inventory.  Out of the box, the workflow would open a pop 
up window asking the user to select an Inventory location to associate to the 
CI.  I changed the code to always use a "Default" location so that users would 
not be burdened by this pop up.
When I developed the change and tested it the code worked with no errors and 
for most CIs it works fine but apparently there are some CIs that when I move 
them to "In Inventory" and save the following error occurs:

Message not in catalog -- message number = 120143 : Modifying relationship 
endpoint 'Source.InstanceId' attribute is disallowed (ARERR 120143)

This error prevents the user from saving the CI in the In Inventory status.  
What I have found is that this is not an issue with all assets.  Just some of 
them for some odd reason.  I cant find much information about this error 
message in the system.

Has anyone seen this error before and know what it means and what I can do to 
correct it or figure out where its coming from?
My filter logs show that it chokes at a filter  
CMDB:Instance:InvokeCMDBEngine01 but I couldn't even find this filter in the 
system.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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Re: Reassignment clobbers status

[Lammey, Peter A.]

One pitfall is the fact that the system wants to ensure that a Assignee is set 
when the ticket is in Pending or In Progress status.
If you preserve the status and allow the user to reassign, the system will also 
have an issue if they dont have the Assignee filled in (or it should for that 
matter).



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Leyden, Martin
Sent: Wednesday, November 05, 2008 1:57 PM
To: arslist@ARSLIST.ORG
Subject: Reassignment clobbers status

**

Hi

We are upgrading to ITSM 7 from 6.3.  Our current service desk installation and 
business process makes much use of incident reassignment across change of shift 
as well as escalation through tier 2/tier 3 etc.  We're kind of using 
assignment as a tool to help incident management as well as recitification.  
This allows us to contact our office hours customers within the SLA by batching 
calls up for service desk staff.  Changing this mode of operation would be a 
big problem for us.

What we are seeing is that reassignment resets the incident status to Assigned. 
 We would like the incident status preserved across reassignment; particularly 
we need to preserve Pending codes.  Has anybody tried to change this behaviour? 
 Any ideas , insights or pitfalls?

Thanks

Martin


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Re: A bizarre one for Halloween (LDAP + Logging)

[Lammey, Peter A.]

What is your External Authentication Server RPC number set to?
It should be 390695 I believe.  Maybe that is what is causing an issue when you 
run server side logging.
Also possible, are you running a Plug in log from the server?  Maybe that is 
interfering with the LDAP plugin.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Friday, October 31, 2008 1:38 PM
To: arslist@ARSLIST.ORG
Subject: A bizarre one for Halloween (LDAP + Logging)

**
We have (among others) a AR server running 6.3 on Solaris.

When we turn server side logging on it works fine.

When we turn server side logging off the LDAP authentication quits working - 
this is completely reproducible.  We have to bounce the AR Server to get LDAP 
to start working again.

This makes no sense to me and I can't find anything similar in the logs - 
anyone else ever run into this?

William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C

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Re: What's a bug anyway? (Kind of a rant...)

[Lammey, Peter A.]

Just tried that.  Even when checking that option for the User DSN and using 
that ODBC DSN in Crystal I still see fields like ASGRP, ASLOGID, and ASCHG 
listed.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Reiser, John J
Sent: Thursday, October 16, 2008 8:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
Peter,
It's been a while since I worked with Crystal reports (Ver 9 no less) but I 
remember a "Use Labels" check box on the login dialog when you connect to the 
ARsystem via the ARODBC connection on your PC.
Was that for field Labels?


John J. Reiser
Senior Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me





From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lammey, Peter A.
Sent: Thursday, October 16, 2008 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
Its transparent for the ones writing a simple AR System report from Tools / 
Reporting but for the ones writing Crystal Reports they see the database names 
and not the field labels.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Pierson, Shawn
Sent: Wednesday, October 15, 2008 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
Actually, that's one of my favorite examples of inconsistency in ITSM.  I don't 
think it's because the same person created all of those fields, I think it 
suffers the same problems any other large, long-lasting ARS application does.

So to further your complaint, the Change Manager's database name is "CAB 
Manager ( Change Co-ord )"
The Change Assignee's database name is "ASCHG"
The Change Implementer's database name is "ChgImp"

You have all different naming conventions used for each set of fields, and it 
gets even worse when you talk about company information for those too.  The 
Change Manager's company is called "Company3", not to be confused with "Support 
Company" that somehow references the Requester (which may not even be a part of 
any support group) and I'm not aware of a Company2 field.

On the bright side, it keeps us employed, and those names are mostly 
transparent to the end users.  Just don't let them have SQL access to the 
database...

Shawn Pierson

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lammey, Peter A.
Sent: Wednesday, October 15, 2008 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
The naming conventions used for many of the fields on the various ITSM forms is 
terrible from what I have seen.
The worst is the CHG:Infrastructure Change form where there are fields such as 
ASCHG, ASLOGID, ASGRP.

The developers for these applications really should have been more privy to 
better naming standards and better naming conventions than that.

I have been constantly having to assist users that are trying to writeup 
Crystal Reports and other ad hoc Remedy AR System reports on what fields to add 
to their report or as part of their Report criteria who struggle with figuring 
out what fields they would need.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 15, 2008 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)
**
If it is a Join form I think the fields should be renamed

WorkLog Submitter, Incident Submitter, WorkLog Create Date, Incident Create 
Date, ...

Not having the ITSM app I couldn't tell you if that would break anything, but 
that approach is our normal design for Join Forms here

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wheeler, Dylan
Sent: Wednesday, October 15, 2008 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)
I could think of a few instances where you would want to have all those fields 
though. You want to see who submitted a incident as well as who submitted the 
worklog. When the incident was created in the same report as when the worklog 
entry was submitted. Granted, it could be presented in a lot better fashion :)

Why 

Re: What's a bug anyway? (Kind of a rant...)

[Lammey, Peter A.]

Its transparent for the ones writing a simple AR System report from Tools / 
Reporting but for the ones writing Crystal Reports they see the database names 
and not the field labels.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Pierson, Shawn
Sent: Wednesday, October 15, 2008 5:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
Actually, that's one of my favorite examples of inconsistency in ITSM.  I don't 
think it's because the same person created all of those fields, I think it 
suffers the same problems any other large, long-lasting ARS application does.

So to further your complaint, the Change Manager's database name is "CAB 
Manager ( Change Co-ord )"
The Change Assignee's database name is "ASCHG"
The Change Implementer's database name is "ChgImp"

You have all different naming conventions used for each set of fields, and it 
gets even worse when you talk about company information for those too.  The 
Change Manager's company is called "Company3", not to be confused with "Support 
Company" that somehow references the Requester (which may not even be a part of 
any support group) and I'm not aware of a Company2 field.

On the bright side, it keeps us employed, and those names are mostly 
transparent to the end users.  Just don't let them have SQL access to the 
database...

Shawn Pierson

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lammey, Peter A.
Sent: Wednesday, October 15, 2008 3:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
The naming conventions used for many of the fields on the various ITSM forms is 
terrible from what I have seen.
The worst is the CHG:Infrastructure Change form where there are fields such as 
ASCHG, ASLOGID, ASGRP.

The developers for these applications really should have been more privy to 
better naming standards and better naming conventions than that.

I have been constantly having to assist users that are trying to writeup 
Crystal Reports and other ad hoc Remedy AR System reports on what fields to add 
to their report or as part of their Report criteria who struggle with figuring 
out what fields they would need.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 15, 2008 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)
**
If it is a Join form I think the fields should be renamed

WorkLog Submitter, Incident Submitter, WorkLog Create Date, Incident Create 
Date, ...

Not having the ITSM app I couldn't tell you if that would break anything, but 
that approach is our normal design for Join Forms here

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wheeler, Dylan
Sent: Wednesday, October 15, 2008 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)
I could think of a few instances where you would want to have all those fields 
though. You want to see who submitted a incident as well as who submitted the 
worklog. When the incident was created in the same report as when the worklog 
entry was submitted. Granted, it could be presented in a lot better fashion :)

Why not create a defined report for them to run? I know it doesn't fix the 
problem but it's a workaround for now.

As to your problem, like you said, you are the advocate for your client. I 
would report it even though you know they'll come back with either "Works as 
designed" or a bug report number that probably wont get fixed for 5 years since 
it's not a critical bug. You are not a BMC employee so it's not on you to get 
it fixed. Once you report it and get the feedback to give to your client your 
role is fulfilled.

Alternatively, you could compile a list of the problems and present them to 
your client. I've worked for clients that were down to earth and as long as you 
have a workaround that lets them do what they need to do they don't sweat the 
small stuff. Anything that doesn't have a workaround and that they don't blow 
off as not effecting their job you report.

That's my 2 cents anyway.

-

Dylan Wheeler
Production Control Analyst Principal
IT Operations
Downey Savings & Loan Association, F.A.
Email: [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wil

Re: What's a bug anyway? (Kind of a rant...)

[Lammey, Peter A.]

The naming conventions used for many of the fields on the various ITSM forms is 
terrible from what I have seen.
The worst is the CHG:Infrastructure Change form where there are fields such as 
ASCHG, ASLOGID, ASGRP.

The developers for these applications really should have been more privy to 
better naming standards and better naming conventions than that.

I have been constantly having to assist users that are trying to writeup 
Crystal Reports and other ad hoc Remedy AR System reports on what fields to add 
to their report or as part of their Report criteria who struggle with figuring 
out what fields they would need.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Grooms, Frederick W
Sent: Wednesday, October 15, 2008 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

**
If it is a Join form I think the fields should be renamed

WorkLog Submitter, Incident Submitter, WorkLog Create Date, Incident Create 
Date, ...

Not having the ITSM app I couldn't tell you if that would break anything, but 
that approach is our normal design for Join Forms here

Fred


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Wheeler, Dylan
Sent: Wednesday, October 15, 2008 3:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: What's a bug anyway? (Kind of a rant...)

I could think of a few instances where you would want to have all those fields 
though. You want to see who submitted a incident as well as who submitted the 
worklog. When the incident was created in the same report as when the worklog 
entry was submitted. Granted, it could be presented in a lot better fashion :)

Why not create a defined report for them to run? I know it doesn't fix the 
problem but it's a workaround for now.

As to your problem, like you said, you are the advocate for your client. I 
would report it even though you know they'll come back with either "Works as 
designed" or a bug report number that probably wont get fixed for 5 years since 
it's not a critical bug. You are not a BMC employee so it's not on you to get 
it fixed. Once you report it and get the feedback to give to your client your 
role is fulfilled.

Alternatively, you could compile a list of the problems and present them to 
your client. I've worked for clients that were down to earth and as long as you 
have a workaround that lets them do what they need to do they don't sweat the 
small stuff. Anything that doesn't have a workaround and that they don't blow 
off as not effecting their job you report.

That's my 2 cents anyway.

-

Dylan Wheeler
Production Control Analyst Principal
IT Operations
Downey Savings & Loan Association, F.A.
Email: [EMAIL PROTECTED]

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of William Rentfrow
Sent: Wednesday, October 15, 2008 1:11 PM
To: arslist@ARSLIST.ORG
Subject: What's a bug anyway? (Kind of a rant...)

I'm torn whether or not to report some things to BMC as bugs.

For example, in IM 7.x the form HPD:Search-Worklog is an OOB join form that is 
used in the "Advanced Search" functionality from the Incident Nav Bar (when you 
are in an actual Incident).  This allows you to search a join form of Work Log 
entries + Incident Info.

Here's the problem - if you are on the Mid-tier and do a search and then select 
multiple results list items and choose the "Report" button you get dumped to 
the standard (ad hoc) report console for the web.  The field selection list in 
there shows all fields from the Join form (including those not displayed in any 
of the views).

That gives us multiple entries for fields like Submitter, Submit Date, etc etc 
etc  (all the usual suspects).

Knowing how Remedy works I'd expect this - but I still would call it a bug.  
It's definitnly an interface design error.  However, if I reported every 
instance of this in the application I suspect it would run in to the hundreds 
of occurrences.

On the other hand I'm pretty much obligated to report it as a bug since I am 
advocating for my customer and this makes the report interface unusable.  They 
do not know which field to use in the report.  Since they are interested on 
reporting on all Work Log entries for a particular problem, including the 
submitter and the Work Log Submit Date they legitimately can not tell which is 
which.  And since they only have web access they can't exactly go check other 
than through trial and error.

What do YOU do with this sort of problem?


William Rentfrow
Principal Consultant, StrataCom Inc.
[EMAIL PROTECTED]
701-306-6157 C
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Please consid

Re: OT - Wednesday humour

[Lammey, Peter A.]

Maybe the guy should have been told that you can nullify the effects of hot 
peppers by drinking milk rather than beer



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Wednesday, October 15, 2008 11:38 AM
To: arslist@ARSLIST.ORG
Subject: OT - Wednesday humour

**

Couldn't wait for Friday :)

If you can read this whole story without laughing, then there's no

hope for you. I was crying by the end. This is an actual account as  relayed

to paramedics at a chili cook-off in Texas .




Note: Please take time to read this slowly. If you pay attention to  the

first two judges, the reaction of the third judge is even better.  For

those of you who have lived in Texas , you know how true this is.

They actually have a Chili Cook-off about the time Halloween comes

around. It takes up a major portion of a parking lot at the San Antonio City

Park . Judge #3 was an inexperienced Chili taster named Frank, who was

visiting from Springfield , IL .




Frank: 'Recently, I was honored to be selected as a judge at a  chili

cook-off. The original person called in sick at the last moment and  I

happened to be standing there at the judge's table, asking  for

directions to the Coors Light truck, when the call came in. I  was

assured by the other two judges (Native Texans) that the chili

wouldn't be all that spicy; and, besides, they told me I could have free  beer

during the tasting, so I accepted and became Judge 3.'




Here are the scorecard notes from the event:




CHILI # 1 - MIKE'S MANIAC MONSTER CHILI

Judge # 1 -- A little too  heavy on the tomato. Amusing kick..

Judge # 2 -- Nice, smooth tomato flavor.  Very mild.

Judge # 3 (Frank) -- Holy crap, what the hell is this stuff? You  could

remove dried paint from your driveway. Took me two beers to put

the  flames out. I hope that's the worst one. These Texans are crazy.




CHILI # 2 - AUSTIN'S AFTERBURNER CHILI

Judge # 1 -- Smoky, with a  hint of pork. Slight jalapeno tang.

Judge # 2 -- Exciting BBQ flavor, needs  more peppers to be taken

seriously.

Judge # 3 -- Keep this out of the  reach of children. I'm not sure what

I'm supposed to taste besides pain. I  had to wave off two people

who wanted to give me the Heimlich maneuver. They  had to rush in

more beer when they saw the look on my face.




CHILI # 3 - FRED'S FAMOUS BURN DOWN THE BARN CHILI

Judge # 1 --  Excellent firehouse chili. Great kick.

Judge # 2 -- A bit salty, good use of  peppers.

Judge # 3 -- Call the EPA. I've located a uranium spill. My nose

feels like I have been snorting Drano. Everyone knows the routine by

now. Get me more beer before I ignite. Barmaid pounded me on the back,

now my backbone is in the front part of my chest. I'm getting sh*t-faced  from

all of the beer.




CHILI # 4 - BUBBA'S BLACK MAGIC

Judge # 1 -- Black bean chili with  almost no spice. Disappointing.

Judge # 2 -- Hint of lime in the black  beans. Good side dish for fish

or other mild foods, not much of a chili..

Judge # 3 -- I felt something scraping across my tongue, but was

unable  to taste it. Is it possible to burn out taste buds? Sally, the beer

maid, was  standing behind me with fresh refills. This 300 lb. woman

is starting to  look HOT ... just like this nuclear waste I'm eating! Is

chili an  aphrodisiac?




CHILI # 5 - LISA'S LEGAL LIP REMOVER

Judge # 1 -- Meaty, strong  chili. Cayenne peppers freshly ground,

adding considerable kick. Very  impressive.

Judge # 2 -- Chili using shredded beef, could use more tomato.

Must admit the cayenne peppers make a strong statement.

Judge # 3 -- My  ears are ringing, sweat is pouring off my forehead

and I can no longer focus  my eyes. I farted, and four people behind me

needed paramedics. The  contestant seemed offended when I told her that

her chili had given me brain  damage. Sally saved my tongue from

bleeding by pouring beer directly on it  from the pitcher. I wonder if I'm 
burning

my lips off. It really ticks me  off that the other judges asked me to stop 
screaming.

Screw them..




CHILI # 6 - VERA'S VERY VEGETARIAN VARIETY

Judge # 1 -- Thin yet  bold vegetarian variety chili. Good balance of

spices and peppers.

Judge  # 2 -- The best yet. Aggressive use of peppers, onions,

garlic.  Superb.

Judge # 3 -- My intestines are now a straight pipe filled with

gaseous, sulfuric flames. I crapped on myself when I farted, and I'm worried  it

will eat through the chair. No one seems inclined to stand behind  me

except that Sally. Can't feel my lips anymore. I need to wipe my  butt

with a snow cone.




CHILI # 7 - SUSAN'S SCREAMING SENSATION CHILI

Judge # 1 -- A  mediocre chili with too much reliance on canned

peppers.

Judge # 2 -- Ho  hum, tastes as if the chef lite rally threw in a can of

chili peppers at the  last moment. **I should take note th

Re: ITSM 7 Assignment Configuration Issue

[Lammey, Peter A.]

The aliases are set automatically if you create the Product using the 
Application Administration Console.
By default, an alias of the Product Name is created for all entries in 
PCT:ProductCatalog.

When you tested this to see if you could select the product for a particular 
Company where did you test this?  In Incident?  It may depend on what data was 
filled out in the incident or change ticket and based on if the Customer 
Company or Support Company were set to.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of jham36
Sent: Friday, October 10, 2008 12:24 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 Assignment Configuration Issue

I have a problem when setting up Assignments on the Assignment Configuration 
form for ITSM 7.
I am refering specifically to the Product Categorization menus on this form.  
For some reason (and this is my problem), if a Product is associated with my 
Operating Company, it does not show up as a menu choice under product.  The 
only way I can get these products to show up is to associate them to - Global - 
I opened a ticket with support, but I am not happy about the level of support 
lately.
They told me that I needed to have aliases setup for all my Products in order 
for it to work.
That was a bunch of horse pucky.  But, I tried it anyway and it did not work.

Any ideas?

Thanks,
James Hamilton
Business Services Manager
The NPD Group Inc.

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Re: Problems with Change Approvals on ITSM patch 08

[Lammey, Peter A.]

No.  Actually we backed out and were recommended by BMC to go back to a 
pre-release patch 005 of AR System.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Andre Salsa
Sent: Thursday, October 02, 2008 12:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problems with Change Approvals on ITSM patch 08

**
So, now you are using the patch 007?

2008/10/2 Lammey, Peter A. <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>>
**
According to my coworker who followed up with BMC on this bug, the SW bug 
number is SW00304316.
As far as we know BMC is trying to expedite a solution for this but I have not 
heard if they have made any progress with getting a bug fix for this in any 
patch for ARS 7.01.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Andre 
Salsa
Sent: Thursday, October 02, 2008 11:03 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Problems with Change Approvals on ITSM patch 08

**
Hello list,
I'm facing some issues when I set approvers manually, on the Change approvers 
tab, or using the Approval Engine Run process method.

What happens is:
- I create the change as draft, add an approver (the user has the approval 
role) on the Change approvers tab, and refresh the table to see that the 
approver was set.
- Then I move the change to the next stage, using the change workflow bar
- The change goes to the Request for authorization status
- After a few seconds, when I refresh the screen, the change goes to Planning 
in Progress. If I refresh the screen with more frequency, I can also see it 
moving to the Request for Change status before going to Planning in Progress.

I didn't change the default Approval Process and this issue only happens when I 
add the approver manually. If the approver is set using mappings, then the 
Change doesn't change status until someone approve or reject it.
Here is an example of the run process comand that I use when I add the approver 
using filters / active links:

Application-Command Approval "Add-Sig"  -s "CHG:Infrastructure Change" -e 
CRQ0136 -t "Change Level IA - Review" -o "AtentoHD2" -1 0  -2 999


Does anyone have any idea of what it might be?
Thanks.

--
--
André Massoli Salsa
ITSM Consultant / Developer
Ícaro Technologies - Campinas/SP
Brazil
http://www.icaro.com.br

E-mail: [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>
Work: +55 19 3731 8330
Mobile: +55 19 81265659
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--
--
André Massoli Salsa
ITSM Consultant / Developer
Ícaro Technologies - Campinas/SP
http://www.icaro.com.br

E-mail: [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>
Work: +55 19 3731 8330
Mobile: +55 19 81265659
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Re: Problems with Change Approvals on ITSM patch 08

[Lammey, Peter A.]

According to my coworker who followed up with BMC on this bug, the SW bug 
number is SW00304316.
As far as we know BMC is trying to expedite a solution for this but I have not 
heard if they have made any progress with getting a bug fix for this in any 
patch for ARS 7.01.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Andre Salsa
Sent: Thursday, October 02, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Problems with Change Approvals on ITSM patch 08

**
Hello list,
I'm facing some issues when I set approvers manually, on the Change approvers 
tab, or using the Approval Engine Run process method.

What happens is:
- I create the change as draft, add an approver (the user has the approval 
role) on the Change approvers tab, and refresh the table to see that the 
approver was set.
- Then I move the change to the next stage, using the change workflow bar
- The change goes to the Request for authorization status
- After a few seconds, when I refresh the screen, the change goes to Planning 
in Progress. If I refresh the screen with more frequency, I can also see it 
moving to the Request for Change status before going to Planning in Progress.

I didn't change the default Approval Process and this issue only happens when I 
add the approver manually. If the approver is set using mappings, then the 
Change doesn't change status until someone approve or reject it.
Here is an example of the run process comand that I use when I add the approver 
using filters / active links:

Application-Command Approval "Add-Sig"  -s "CHG:Infrastructure Change" -e 
CRQ0136 -t "Change Level IA - Review" -o "AtentoHD2" -1 0  -2 999


Does anyone have any idea of what it might be?
Thanks.

--
--
André Massoli Salsa
ITSM Consultant / Developer
Ícaro Technologies - Campinas/SP
Brazil
http://www.icaro.com.br

E-mail: [EMAIL PROTECTED]
Work: +55 19 3731 8330
Mobile: +55 19 81265659
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

Please consider the environment before printing this e-mail.

___
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Re: Problems with Change Approvals on ITSM patch 08

[Lammey, Peter A.]

There is a bug with the Approval server that is released with AR System 7.01 
patch 008.
We noticed the same problem where mapped approvals would work but ad-hoc added 
approval signatures were ignored and actually marked "Closed" (rather than 
approved)
We tried going down the path of upgrading to patch 008 but because of this bug 
we rolled back and BMC indicated at the time that they didnt have a fix for it 
in the 7.01 version.

Ill try to dig up the SW bug number on this.



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Andre Salsa
Sent: Thursday, October 02, 2008 11:03 AM
To: arslist@ARSLIST.ORG
Subject: Problems with Change Approvals on ITSM patch 08

**
Hello list,
I'm facing some issues when I set approvers manually, on the Change approvers 
tab, or using the Approval Engine Run process method.

What happens is:
- I create the change as draft, add an approver (the user has the approval 
role) on the Change approvers tab, and refresh the table to see that the 
approver was set.
- Then I move the change to the next stage, using the change workflow bar
- The change goes to the Request for authorization status
- After a few seconds, when I refresh the screen, the change goes to Planning 
in Progress. If I refresh the screen with more frequency, I can also see it 
moving to the Request for Change status before going to Planning in Progress.

I didn't change the default Approval Process and this issue only happens when I 
add the approver manually. If the approver is set using mappings, then the 
Change doesn't change status until someone approve or reject it.
Here is an example of the run process comand that I use when I add the approver 
using filters / active links:

Application-Command Approval "Add-Sig"  -s "CHG:Infrastructure Change" -e 
CRQ0136 -t "Change Level IA - Review" -o "AtentoHD2" -1 0  -2 999


Does anyone have any idea of what it might be?
Thanks.

--
--
André Massoli Salsa
ITSM Consultant / Developer
Ícaro Technologies - Campinas/SP
Brazil
http://www.icaro.com.br

E-mail: [EMAIL PROTECTED]
Work: +55 19 3731 8330
Mobile: +55 19 81265659
__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___

Please consider the environment before printing this e-mail.

___
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Re: OT: What does BMC stand for?

[Lammey, Peter A.]

How about Break My Confidence?  (in its products in general)



Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Bradford Bingel
Sent: Friday, September 26, 2008 9:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What does BMC stand for?

Bring Massive Cash . . . that has my vote!

Other's I've heard:

   - Bring Me Cash
   - Bloody More Confusion

Even the less-than-flattering:

   - Buy My Crap (disclaimer: not my opinion, just what I've heard)

Others?

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drew Shuller
Sent: Thursday, September 25, 2008 3:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What does BMC stand for?

Doesn't it mean Bring Massive Cash?

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
Behalf Of Kaiser, Norm E Civ USAF AFMC 96CS/SCCE
Sent: Thursday, September 25, 2008 4:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What does BMC stand for?


Or "Bump-up My Cost"

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Dariusz Kuzara
Sent: Thursday, September 25, 2008 3:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: What does BMC stand for?

**
I thought it stood for Buy More Companies... :-D

Best regards,

Darek Kuzara


2008/9/25 Coleman, Gavin <[EMAIL PROTECTED]>


**

http://wiki.answers.com/Q/What_is_BMC_stands_for_in_BMC_Software



it is the first letter of the three founders names :-

BMC Software founders Scott Boulett, John Moores, and Dan Cloer began a 
contract programming partnership that operated in and around Houston, Texas. By 
1980, the company was incorporated, and officially became BMC Software, Inc.





Gavin Coleman

Senior Analyst/Programmer

Computacenter (UK) Ltd

Services & Solutions

Hatfield Avenue

Hatfield, Hertfordshire, AL10 9TW, United Kingdom

T: +44 (0) 1707 631662

E: [EMAIL PROTECTED]

W: www.computacenter.com



From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH
Sent: 25 September 2008 16:20
To: arslist@ARSLIST.ORG
Subject: OT: What does BMC stand for?



**

Some co-workers and I were just in a discussion over where they worked. 
We had all done work either for companies, or on products supported by 
companies with a three-letter name. I was wondering, does anyone know what BMC 
stands for? I've scoured the internet, but to no avail.



Thanks,


Gary

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**

COMPUTACENTER PLC is registered in England and Wales with the 
registered number 03110569. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW

COMPUTACENTER (UK) Limited is registered in England and Wales with the 
registered number 01584718. Its registered office is at Hatfield Business Park, 
Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW





The contents of this email are intended for the named addressee only.

It contains information which may be confidential and which may also be 
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Unless you are the named addressee (or authorised to receive mail for 
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If you receive it in error please notify us immediately and then 
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Computacenter information is available from:

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**

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=
Dariusz Kuzara

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U

Changing Print button on Change form to Print Change fields and Work Info in One Report

[Lammey, Peter A.]

I have run into a dilemma now on an enhancement that I sold to my users as an 
easy change and I was hoping someone on the list might help.
Upon going live with ITSM 7 we had to change the workflow and the reports that 
are run when a user clicks on the Print button on the Incident form or the 
Change form (and the Problem form as well) to run a print preview of the ticket 
details in a AR System report rather than a Crystal Report.

This is due to the fact that the Crystal Reports that were being used out of 
box will not work on the web and we currently don't have funding to get Crystal 
Enterprise up and running for web reporting.  This prompted me to revise all 
the reports to AR System reports to show the Change or Incident details when 
the user clicks on the Print button on the form.

This was working fine but now users want to see the Work Info data associated 
to the Change record when they click the Print button.
At first I thought this was easy by creating a join between the Change form and 
the CHG:Worklog form (outer join) and then setting up the Report against the 
join form.
Unfortunately, I have discovered that if there are multiple Work Info records 
associated to the Change request, the Report when run will show the Change 
information multiple times needlessly for each Work Info record.
I know this is something our users don't want.

I know an easy way of solving this in a Crystal report but Im stuck trying to 
get this to work with an AR System report.

Does anyone have ideas on how I can get the report kicked off by the Print 
button on Change to show a Change Details report with the Work info records 
shown but not with duplicated Change information?

Only option I know of is to have the print button show the Change details in 
one active link and to also then fire another report of the CHG:Worklog data in 
another pop up preview window but then that will require the user to print them 
separately and creates additional windows open.

Any ideas are welcome.


Thanks
Peter Lammey
ESPN IT Client Architecture and Automation
860-766-4761



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