Re: CMDB/Asset Management Training

[Levi Lippincott]

I'm with you there, the limited discovery we are using right now is LANDesk
for Windows servers. That was for our POC.

On Thu, Oct 5, 2017 at 6:22 PM Rick Cook <remedyr...@gmail.com> wrote:

> **
> Having worked with the CMDB for some years, I can tell you that the
> biggest obstacles to a successful rollout are having access to system data
> and the quality of that data.  That's where 80% of the work will be.
>
>
> Rick Cook
>
> On Oct 5, 2017 16:07, "Jason Miller" <jason.mil...@gmail.com> wrote:
>
>> **
>> I think there are two things to look at here. There is the the tool and
>> how to use it, but using an AM system is such an uphill battle if you don't
>> have process and dedicated staff to make AM work. If your organization
>> doesn't have solid AM practices/policy/procedures, that is probably the
>> best place to focus before training on the tool
>>
>> I have seen a number of places that seem to think a AM/CMDB system brings
>> some kind of magic that alleviates all the hard work. I have seen these
>> places fail time and time again.
>>
>> Jason
>>
>> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott <
>> levi.lippinc...@gmail.com> wrote:
>>
>>> **
>>> Hello All,
>>>
>>> I'm working at a company that is looking to build out and enhance our
>>> Asset Management and CMDB utilization, potentially adding discovery later.
>>>
>>> They are setting aside a training budget and want to train our in house
>>> staff properly.
>>>
>>> What would you all recommend as the best training courses that include
>>> real world application, certifications, etc. that would effectively use
>>> those dollars most effectively?
>>>
>>> Thanks,
>>>
>>> Levi
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: CMDB/Asset Management Training

[Levi Lippincott]

Jason,

I agree with you.

Unfortunately I'm in a position where I'm not in charge or involved in
developing or providing input on the process side.

I'm just on the configuration/development side and we've done a basic POC
concept and they like it and want to roll out. I just fear I might be
limited or doing things out of a best practice methodology because of a
lack of training.

We are using all Remedy for our stuff. Currently running 8.1.00 and see
upgrading to 9.1.03 or .04 by end of the year. That's ARS, ITSM, CMDB, etc.

That's the focus/training I'm looking for. To properly and effectively use
those tools.

Levi



On Thu, Oct 5, 2017 at 6:07 PM Jason Miller <jason.mil...@gmail.com> wrote:

> **
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
> Jason
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott <levi.lippinc...@gmail.com
> > wrote:
>
>> **
>
> Hello All,
>>
>> I'm working at a company that is looking to build out and enhance our
>> Asset Management and CMDB utilization, potentially adding discovery later.
>>
>> They are setting aside a training budget and want to train our in house
>> staff properly.
>>
>> What would you all recommend as the best training courses that include
>> real world application, certifications, etc. that would effectively use
>> those dollars most effectively?
>>
>> Thanks,
>>
>> Levi
>>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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CMDB/Asset Management Training

[Levi Lippincott]

Hello All,

I'm working at a company that is looking to build out and enhance our Asset
Management and CMDB utilization, potentially adding discovery later.

They are setting aside a training budget and want to train our in house
staff properly.

What would you all recommend as the best training courses that include real
world application, certifications, etc. that would effectively use those
dollars most effectively?

Thanks,

Levi

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Re: Public Users and RBE

[Levi Lippincott]

The method Crystal describes is how I've had to do it as well. Though I'm
able to do it through the Mid Tier, you just have to use the ctrl-alt-enter
hotkey combo as a search button. As I type this though I suppose I could
just make it easy on myself and add a search button.

Levi Lippincott
(402) 216-6396
levi.lippinc...@gmail.com
https://www.facebook.com/levi.lippincott

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

On Thu, Jul 27, 2017 at 9:04 AM, CRENSHAW, CRYSTAL <
crystal.crens...@ncsecu.org> wrote:

> **
>
> Hey Brian,
>
>
>
> We have done this by removing the user validation from the rules.  On the
> RBE:Action form search for the rule incident create and delete Validate
> Sender between the  Action Parameters and save.  Repeat for
> any other rules you wish to not validate users on.  (*We had to do this
> thru the User Tool and not the midtier.)
>
>
>
> Thanks,
>
>
> Crystal
>
>
>
> Crystal Crenshaw
>
> Service Management Senior Systems Analyst
>
> Project Services – Service Management
>
> (919)508-0546 <(919)%20508-0546>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Brian Pancia
> *Sent:* Thursday, July 27, 2017 9:45 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Public Users and RBE
>
>
>
> **
>
> We are trying to implement the RBE to create/update tickets.  Looking
> through the documentation the users need to have an email address and login
> id in Remedy in order to use the RBE.  There is also a way to add users to
> the trusted email list that don't have a login id.  However, we can have
> users from outside our organization that will email into the system.
> Without a people record, email address, and login id the RBE does not
> process the emails.  It would become an administrative nightmare to keep up
> with all the outside email addresses.  For a good percentage of them we
> know the domain they are coming from (ie gmail.com).  It would be nice to
> be able to add trusted domains.  I'm sure we can work around this with some
> minor customizations.  Has anyone ran in to this and what was the solution
> they used?
>
>
>
> Thanks,
>
>
>
> Brian
>
>
>
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Re: Request for advice / suggestions regarding migration and training

[Levi Lippincott]

Isn't there a program BMC had that they will work with you planning an
upgrade? I want to say someone told me at engage that it was free too,
perhaps I'm not remembering correctly though.

On Thursday, July 21, 2016, Ben Cantatore  wrote:

> ** Dustin,
>
> If you were going from version 8.x to version 9 and you didn't have too
> many customizations, I think you would be able to do this.  Going from 7.1
> with customizations to version 9 is not something a novice should attempt
> to do.  There are too many gotchas that will trip you up if you don't have
> training and more importantly experience.  My very strong recommendation is
> to get assistance from a vendor or BMC direct and with their guidance lead
> this migration.  There are so many factors to consider from making sure you
> have the correct infrastructure to ensuring your customizations/data is
> ported over correctly.
>
> I just want you to be aware of the complexity of what you are attempting.
>
> Regards,
>
> Ben Cantatore
>
>
>
>
> From:"Fawver, Dustin"  >
> To:arslist@ARSLIST.ORG
> ,
> Date:07/21/2016 02:02 PM
> Subject:Request for advice / suggestions regarding migration and
> training
> Sent by:"Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG >
> --
>
>
>
> Greetings!
>
> I hope that this doesn't turn out to be a long email.  I am soliciting
> advice from fellow developers who may have already gone down the path that
> I seek to travel.  First, the bits that people want to know.
>
> Production:
> ARS:   7.1.00 Patch 004
> OS: Server 2003  (yes I know.  No longer supported)
> DB: SQL Server 2008 R2
>
> New Development:
> ARS:   9.1.00
> OS:Server 2012 R2
> DB:SQL Server 2008 R2  (plans to upgrade within a few months to SQL
> 2012)
>
> HISTORY
> ***
> Our BMC Remedy environment started way back with Remedy 3.  This is before
> I joined the organization.  From what I can recall, it went from 3 to 4 and
> then to 7.  We're not running ITSM.  The forms we've been working with have
> been added to and seem to work well.  I went to the Administering training
> for version 7.x Part 2 many years ago to learn more about forms and
> workflow.  The lead developer who did the first two migrations has retired
> and this is my first migration.
>
> OBJECTIVE
> ***
> I need to migrate from 7.1 to 9.1.  Management thinks that the current
> environment is (and looks) old.  I want to "do this right" so that
> hopefully things are much easier when subsequent versions are released.
>  The data from the current version needs to be migrated as well.  I also
> need to show some "razzle dazzle" with the new version.  If management's
> happy, then I'll be happy, and possibly elevated out of the Helpdesk tech
> position.
>
> PROGRESS
> ***
> I have been successful in using Developer Studio to export forms from the
> production server to the new one.  Some of the menus don't work, but it
> appears that those are due to form dependencies and where I haven't
> imported data yet.
>
> I have read several different posts both on this list and also by using
> Google to search for things.  I've read where it should be just fine to
> just migrate customized forms.  I've read where it's best to use overlays.
> I've not done this as Developer Studio is still foreign to me.  It reminds
> me of BMC Remedy Administrator in ways.  I've also read where people have
> upgraded from 7.1 to either 7.5 or 7.6 (I can't remember which one), that
> it was rather painful to do, but it was supposed to make things easier for
> the future.
>
> TRAINING
> ***
> I've been offered to take training regarding the new version.  Given what
> training I've done and the objective that I'm trying to achieve, what would
> those of you who may have done this would recommend as far as successfully
> implementing things.  I didn't want to just jump into a training course for
> ARS 9.1 if there's going to be quite a bit of prerequisite stuff that I'll
> need to know.
>
> I hope this makes sense and I hope I didn't ramble on too much.
>
> Thanks!
>
> --Dustin Fawver
>
> East Tennessee State University
>
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Re: Remedy: Email with URL with double slash

[Levi Lippincott]

Gabriel,

I believe that is setup on the AR System Administration Console, on the
Server Information form located under System and General, and then on the
Advanced tab. You want to ensure the URL located on the default web path
does not have a / at the end of it because the notifications automatically
add the first /.

Levi Lippincott
(402) 216-6396
levi.lippinc...@gmail.com
https://www.facebook.com/levi.lippincott

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

On Thu, May 19, 2016 at 3:11 PM, Gabriel Gutierrez <sockenteu...@gmail.com>
wrote:

> **
> Hi
>
> I have the following URL that it sent OOTB notifications:
>
>
> https://itsmprod./arsys//servlet/ViewFormServlet?form=NTE%3ANotifier=arsystem=NTS3819
>
> The problem is el double slash // after arsys
>
> How chage from double slash (//) to single slash (/)?
>
> Best Regards
>
> Socken
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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HTML Email Embedded Images not rendering in Outlook and Android properly

[Levi Lippincott]

Hello,

We recently had a request to setup HTML emails to allow embedded images
sent from the CTM:Email System form.

We setup the Message Body field to be RTF in Place and setup an attachment
pool with several attachments tied to it to allow images to be embedded in
the email.

After that we setup an attachment pool and tied it to the HTML body field
on the AR System Email Messages form.

We modified the workflow to push into the HTML body instead of the Plain
Text Body field and we move over attachments as well.

Emails are going out as expected with the one flaw where Outlook and
Android will not render the images properly. They are visible on iPhone and
in browser just fine.

I can't imagine that I'm the only person that's ever been requested to have
HTML emails go out to the end user.

Has anyone ever come across this problem before? We are running ARS 8.1.00
with no signs of patching or upgrading versions until next year.

Here is viewing email in Outlook.




Here is viewing the email in Browser after clicking View in Browser in
Outlook.





Here is the email on iPhone



Levi Lippincott
(402) 216-6396
levi.lippinc...@gmail.com
https://www.facebook.com/levi.lippincott

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

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Server crashing when saving in Dev Studio

[Levi Lippincott]

Hello,

Recently we started seeing the following error message whenever we save
virtually anything using our developer studio.

Tue Jan 19 10:54:04 2016: AR System server terminated when a
signal/exception was received by the server (ARNOTE  20)

   Thread Id: 9136
   Version: 8.1.00 201301251157 Jan 25 2013 12:20:26
   ServerName: OMAEDCRDY004
   Database: SQL -- SQL Server
   Hardware: x86_64
   OS: Windows 6.2
   RPC Id: 191262
   RPC Call: 10
   RPC Queue: 390600
   Client: User levi.lippincott from Developer Studio (protocol 20) at IP
address 10.199.224.xxx
   Form:
   Logging On:
   Code: c005
   Operation: read
   Access Addr: 0x8000e
   Stack Begin:
  Addr: 0x1401c16b4
  Addr: 0x8000e
   Stack End
Tue Jan 19 10:54:03 2016  390600 : AR System server terminated when a
signal/exception was received by the server (ARNOTE 20)
Tue Jan 19 10:54:03 2016 0xc005
Tue Jan 19 10:54:03 2016  390600 : AR System server terminated - fatal
error occurred in ARSERVER (ARNOTE 21)

Any ideas on where to start with this strange issue?

Levi Lippincott
(402) 216-6396
levi.lippinc...@gmail.com
https://www.facebook.com/levi.lippincott

"Talent is a Gift; But Character is a Choice." -Matt Grotewold-

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