Re: BMC Remedy and Slack Integration
Here are some links on Slack APIs. https://api.slack.com/outgoing-webhooks https://api.slack.com/incoming-webhooks Thanks, Mahesh On Fri, May 12, 2017 at 10:40 AM, Mahesh <mchand...@gmail.com> wrote: > I did the integration on version 8.1 using the plugin (for outgoing) and > API (incoming) as LJ outlined in his email. So far, no issues. > > Setting up the plugin and API takes a couple of hours and the Slack > integration should be another hour (customizing the Support Group form and > adding a couple filters on HPD:Help Desk/ WOI:Work Order etc..). > > Thanks, > Mahesh > > > > > > On Fri, May 12, 2017 at 8:00 AM, LJ LongWing <lj.longw...@gmail.com> > wrote: > >> ** >> Ok, being you are on 8.1, you don't have access to Remedy through Restful >> services OOTB...so, for the ability for Slack to publish to Remedy, I >> recommend this application >> >> https://communities.bmc.com/docs/DOC-29073 >> >> Then, regardless of what version of Remedy you are running, there is no >> OOTB way to CONSUME restful services in Remedy, thus my plugin >> >> http://remedylegacy.com/tools/restful-api-plugin/ >> >> The first tool is stood up in a Tomcat server and is used to access >> Remedy through Restful to both pull and push data from/to Remedy. The >> second is an ARDBC plugin that allows you to access restful services >> through workflow, pushing/pulling information from/to the remote service. >> >> Between these two, you should be able to configure both services to be >> able to read/write information creating a fully functional integration. >> >> The first tool is provided free of charge by a German company, the plugin >> is provided by meI'll do my best to support you with any issues you >> encounter, but I don't anticipate any issues :) >> >> On Fri, May 12, 2017 at 5:13 AM, Arner, Todd <tar...@glhec.org> wrote: >> >>> ** >>> >>> Hi LJ, >>> >>> We are looking to have Remedy initiate the push to Slack when an >>> assignment is made to a specific team and ultimately to allow Slack to send >>> info back to Remedy such as assignee and work info. From Mahesh’s post it >>> sounds like Rest is supported. Can you point me in the direction where I >>> can find more info on your RESTful plug-in. >>> >>> >>> >>> Thanks, >>> >>> Todd >>> >>> >>> >>> *From:* Action Request System discussion list(ARSList) [mailto: >>> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing >>> *Sent:* Thursday, May 11, 2017 10:15 AM >>> *To:* arslist@ARSLIST.ORG >>> *Subject:* Re: BMC Remedy and Slack Integration >>> >>> >>> >>> ** >>> >>> When you say 'send send information to Slack', do you mean you want >>> Remedy to initiate the call to slack and push the information, or are you >>> (as I suspect) talking about Slack being able to pull information from >>> Remedy, and Slack's ability to push information INTO Remedy. >>> >>> >>> >>> What sort of integration technologies does slack support...if you tell >>> me Rest is one of them, then I think you are in luck :) >>> >>> >>> >>> On Thu, May 11, 2017 at 8:57 AM, Arner, Todd <tar...@glhec.org> wrote: >>> >>> ** >>> >>> Hi LJ, >>> >>> Thanks for the response. Slack is a team messaging tool. What we want >>> to do is both send incident information to Slack and then have slack be >>> able to send information back to Remedy. Do that help? I also should >>> mention we are currently running version 8.1 of Remedy. >>> >>> >>> >>> Thanks, >>> >>> Todd >>> >>> >>> >>> *From:* Action Request System discussion list(ARSList) [mailto: >>> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing >>> *Sent:* Thursday, May 11, 2017 9:45 AM >>> *To:* arslist@ARSLIST.ORG >>> *Subject:* Re: BMC Remedy and Slack Integration >>> >>> >>> >>> ** >>> >>> Todd, >>> >>> For those of us (myself included) that don't know what Slack is, or what >>> it does..what sort of integration are you looking for? Are you looking >>> for slack to be able to pull information out of Remedy, or push information >>> into it? Are you looking for Remedy to be able to push/pull information >>> from Slack? >>> >>> >>
Re: BMC Remedy and Slack Integration
I did the integration on version 8.1 using the plugin (for outgoing) and API (incoming) as LJ outlined in his email. So far, no issues. Setting up the plugin and API takes a couple of hours and the Slack integration should be another hour (customizing the Support Group form and adding a couple filters on HPD:Help Desk/ WOI:Work Order etc..). Thanks, Mahesh On Fri, May 12, 2017 at 8:00 AM, LJ LongWing <lj.longw...@gmail.com> wrote: > ** > Ok, being you are on 8.1, you don't have access to Remedy through Restful > services OOTB...so, for the ability for Slack to publish to Remedy, I > recommend this application > > https://communities.bmc.com/docs/DOC-29073 > > Then, regardless of what version of Remedy you are running, there is no > OOTB way to CONSUME restful services in Remedy, thus my plugin > > http://remedylegacy.com/tools/restful-api-plugin/ > > The first tool is stood up in a Tomcat server and is used to access Remedy > through Restful to both pull and push data from/to Remedy. The second is > an ARDBC plugin that allows you to access restful services through > workflow, pushing/pulling information from/to the remote service. > > Between these two, you should be able to configure both services to be > able to read/write information creating a fully functional integration. > > The first tool is provided free of charge by a German company, the plugin > is provided by meI'll do my best to support you with any issues you > encounter, but I don't anticipate any issues :) > > On Fri, May 12, 2017 at 5:13 AM, Arner, Todd <tar...@glhec.org> wrote: > >> ** >> >> Hi LJ, >> >> We are looking to have Remedy initiate the push to Slack when an >> assignment is made to a specific team and ultimately to allow Slack to send >> info back to Remedy such as assignee and work info. From Mahesh’s post it >> sounds like Rest is supported. Can you point me in the direction where I >> can find more info on your RESTful plug-in. >> >> >> >> Thanks, >> >> Todd >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing >> *Sent:* Thursday, May 11, 2017 10:15 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: BMC Remedy and Slack Integration >> >> >> >> ** >> >> When you say 'send send information to Slack', do you mean you want >> Remedy to initiate the call to slack and push the information, or are you >> (as I suspect) talking about Slack being able to pull information from >> Remedy, and Slack's ability to push information INTO Remedy. >> >> >> >> What sort of integration technologies does slack support...if you tell me >> Rest is one of them, then I think you are in luck :) >> >> >> >> On Thu, May 11, 2017 at 8:57 AM, Arner, Todd <tar...@glhec.org> wrote: >> >> ** >> >> Hi LJ, >> >> Thanks for the response. Slack is a team messaging tool. What we want >> to do is both send incident information to Slack and then have slack be >> able to send information back to Remedy. Do that help? I also should >> mention we are currently running version 8.1 of Remedy. >> >> >> >> Thanks, >> >> Todd >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing >> *Sent:* Thursday, May 11, 2017 9:45 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: BMC Remedy and Slack Integration >> >> >> >> ** >> >> Todd, >> >> For those of us (myself included) that don't know what Slack is, or what >> it does..what sort of integration are you looking for? Are you looking >> for slack to be able to pull information out of Remedy, or push information >> into it? Are you looking for Remedy to be able to push/pull information >> from Slack? >> >> >> >> I can think of several different technologies and tools that will work to >> do bothsome through REST, some through SOAP, others through custom Java >> capabilitiesbut I would need more information from you regarding WHAT >> you would want the integration to accomplish... >> >> >> -- >> >> The information contained in this communication may be confidential, is >> intended only for the use of the recipient(s) named above, and may be >> protected under state or federal law. If the reader of this message is not >> the intended recipient, you are hereby notified that any disseminat
Re: BMC Remedy and Slack Integration
I did the Remedy to Slack integration using LJ's RESTful plugin. :-) Post to Slack Team channel when a ticket is submitted/ modified etc...Slack URL for team is configured on Support Group form. Thanks, Mahesh On Thu, May 11, 2017 at 10:15 AM, LJ LongWing <lj.longw...@gmail.com> wrote: > ** > When you say 'send send information to Slack', do you mean you want Remedy > to initiate the call to slack and push the information, or are you (as I > suspect) talking about Slack being able to pull information from Remedy, > and Slack's ability to push information INTO Remedy. > > What sort of integration technologies does slack support...if you tell me > Rest is one of them, then I think you are in luck :) > > On Thu, May 11, 2017 at 8:57 AM, Arner, Todd <tar...@glhec.org> wrote: > >> ** >> >> Hi LJ, >> >> Thanks for the response. Slack is a team messaging tool. What we want >> to do is both send incident information to Slack and then have slack be >> able to send information back to Remedy. Do that help? I also should >> mention we are currently running version 8.1 of Remedy. >> >> >> >> Thanks, >> >> Todd >> >> >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing >> *Sent:* Thursday, May 11, 2017 9:45 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: BMC Remedy and Slack Integration >> >> >> >> ** >> >> Todd, >> >> For those of us (myself included) that don't know what Slack is, or what >> it does..what sort of integration are you looking for? Are you looking >> for slack to be able to pull information out of Remedy, or push information >> into it? Are you looking for Remedy to be able to push/pull information >> from Slack? >> >> >> >> I can think of several different technologies and tools that will work to >> do bothsome through REST, some through SOAP, others through custom Java >> capabilitiesbut I would need more information from you regarding WHAT >> you would want the integration to accomplish... >> >> >> -- >> The information contained in this communication may be confidential, is >> intended only for the use of the recipient(s) named above, and may be >> protected under state or federal law. If the reader of this message is not >> the intended recipient, you are hereby notified that any dissemination, >> distribution, or copying of this communication, or any of its contents, is >> strictly prohibited. If you have received this communication in error, >> please forward the communication to no...@glhec.org immediately and >> destroy or delete the original message and any copy of it from your >> computer system. If you have any questions concerning this message, please >> contact the sender. >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: FW: Identity Request Management - Adapter Configuration issue
I had to work with BMC Support on the same issue. They provided an updated AZExtraction.bat file. Thanks, Mahesh On Mon, Jan 9, 2017 at 4:35 AM, Bhalchandra Deshmukh <bndeshmu...@gmail.com> wrote: > ** > Hi, > Can somebody please suggest steps to resolve this issue ? > > With Regards > Bhalchandra > > On Wed, Jan 4, 2017 at 4:41 PM, Bhalchandra Deshmukh < > bndeshmu...@gmail.com> wrote: > >> >> >> Hi, >> >> >> >> We are using *BMC Remedy – 9.1*, have extracted adapter through >> AZExtraction.bat successfully. >> >> >> >> Post extraction while configuring adapter on ‘Identity Request >> Management - Adapter Configuration’ page, we are not able to find any of >> button is active as below >> >> >> >> >> >> *Add Company - Site Configuration* >> >> *Update Company - Site Configuration* >> >> *Delete Company - Site Configuration* >> >> *Configure Parameters* >> >> >> >> Only ‘close’ and ‘Reload Configuration’ button are active but with >> ‘Reload Configuration’ we are getting an error posted in a screenshot below. >> >> >> >> >> >> *Please could you suggest steps to resolve this issue and how we can >> proceed further for IRM.* >> >> >> With Regards >> Bhalchandra >> >> >> >> > _ARSlist: "Where the Answers Are" and have been for 20 years_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Simple PD process
Thanks for the info Raj, Will look into it. Have done lot of automation using SRM until version 8.x and this should make it much more easier with version 9. Regards, Mahesh On Mon, Nov 9, 2015 at 10:59 AM, Raj <rajashekhar_hirem...@bmc.com> wrote: > ** > > Part of 90 but separate installer. > > > > -Raj > > > > *From:* Mahesh Chandra [via ARS (Action Request System)] > [mailto:ml-node+[hidden > email] <http:///user/SendEmail.jtp?type=node=123348=0>] > *Sent:* Monday, November 09, 2015 22:27 > *To:* Hiremath, Raj > *Subject:* Re: Simple PD process > > > > ** > > Thank you for correcting. Haven't had a chance to play with the Process > Designer yet, but it looks similar to "Abydos Process Designer". > > > > Is this a separate purchase or a part of ITSM / SRM 9.0 ? > > > > Thanks > > Mahesh > > > On Nov 9, 2015, at 9:35 AM, Raj <[hidden email] > <http:///user/SendEmail.jtp?type=node=123347=0>> wrote: > > ** > > We are talking about PD here and hence Run Process, Web Service etc is > thing of past. > > You just need one drag drop on task and you are done. > > Now, Marcelo, you are far luckier than some of older implementations, 9.0 > is as good as it gets for PD. > > I have attached both – setting required for email notifications (not > directly related to PD) as well as generic managerial approval process for > PD in SRM. > > I am not sure if the attachments go through, if not, let me either have > your private email address or if you have any ftp location, I can upload / > any other suggested way. > > > > > > -Raj > > > > > > *From:* Mahesh Chandra [via ARS (Action Request System)] > [mailto:ml-node+[hidden > email] <http:///user/SendEmail.jtp?type=node=123344=0>] > *Sent:* Monday, November 09, 2015 18:58 > *To:* Hiremath, Raj > *Subject:* Re: Simple PD process > > > > ** > > Service Request ---> Approval ---> Work Order. > > > > Depending on the template name or other criteria, push the INC/WO data to > another form > > from where you should be able to send a notification/ invoke a webservice > / run process and complete the Request. > > > > This is how I have done several automated fulfillment since SRM 2.0 to > until SRM 8.x. The push workflow from INC/ WO/ CRQ to a custom form is all > data driven so that it is scalable to other future requirements. > > > > Regards, > > Mahesh > > > On Nov 9, 2015, at 7:49 AM, Martinez, Marcelo A <[hidden email] > <http:///user/SendEmail.jtp?type=node=123339=0>> wrote: > > ** > > Hi Raj, > > ARS/ITSM/PD 9.0 > > > > I tried to submit various screenshots through here but was unable to. I’ll > describe the process since it is simple. > > > > I have an SRD that requires manager approval. After approved, and email > should go out to a static email address with just the requester’s userID. > Then, the SR should close (we don’t need a fulfillment request such as WO > or INC). > > That’s it.. > > > > Thanks, > > Marcelo > > > > *From:* Action Request System discussion list(ARSList) [[hidden email] > <http:///user/SendEmail.jtp?type=node=123339=1>] *On Behalf Of *Raj > *Sent:* Sunday, November 08, 2015 8:34 AM > *To:* [hidden email] > <http:///user/SendEmail.jtp?type=node=123339=2> > *Subject:* Re: Simple PD process > > > > ** > > I can help you with this, can you please state AR, ITSM, SRM and PD > versions? > > > > If the process is short, perhaphs, if you can draw the digram in outlook > and convey? > > > > -Raj > > > > *From:* Martinez, Marcelo A [via ARS (Action Request System)] [mailto: > ml-node+[hidden email] > <http:///user/SendEmail.jtp?type=node=123336=0>] > *Sent:* Saturday, November 07, 2015 00:47 > *To:* Hiremath, Raj > *Subject:* Re: Simple PD process > > > > ** > > I tied sending over my screenshots.. but aren’t coming through. I also > tried to PDF my email and send it as an attachment but failed. Not sure if > the ARSList is working. > > > > > > > > *From:* Action Request System discussion list(ARSList) [mailto:[hidden > email] <http:///user/SendEmail.jtp?type=node=123335=0>] *On Behalf > Of *Martinez, Marcelo A > *Sent:* Friday, November 06, 2015 10:08 AM > *To:* [hidden email] > <http:///user/SendEmail.jtp?type=node=123335=1> > *Subject:* Simple PD process > > > > ** > > Hello List, > > I have a simple PD issue. I’ll preface my email with “this is the first > process I’ve created with PD” > &
Re: Implementing Multiple Help Desk Forms
You may want to look at BMC Service Request Management. Thanks Mahesh On Tue, Feb 25, 2014 at 3:22 PM, Tom Siegel tsie...@intrado.com wrote: Hi - Tom the newby again, working on migrating our company from BMC SDE to Remedy. My next major challenge is how to implement the 100 or so custom SDE Incident forms that we created over the years, into Remedy. In SDE it is quite easy to implement custom incident forms, you can even use the same fields on multiple forms! Just design them, give them an Incident Type, throw them under nav bar and off you go. Unfortunately (or fortunately depending upon your perspective) this doesn't appear to fit well with Remedy's architecture. We do have someone helping us through this process and I wanted to throw an idea out to the group and get some feed back. The current plan is to 1) Load up the Remedy Incident Type list with the ones we have in SDE. 2) Create a custom tab on the HPD:Help Desk form for each of our custom SDE forms containing the required fields 3) Based upon the Incident Type selected, expose the proper custom tab (the other ones remain hidden), enabling the user to add the additional data required for the incident type selected It works in theory and I have one mocked up in dev but my concern is since I cannot use the same field under more than one tab (remeber in SDE I could use the same field on multiple forms), I am going to end up with quite a few (100 +) custom fields on the Help Desk form. Comments? Has anyone else had this challange and solved it a differnt way? Thanks, Tom ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Mass Remove Application Permissions
You should be able to do it from CTM:People Permission Groups form . Thanks Mahesh On Wed, Jun 12, 2013 at 7:53 AM, Lisa Singh lisa.si...@gmail.com wrote: Hi there, I thought I'd be able to do this from the People Management Console but it seems I can only mass add permissions - or I'm just not seeing how to... Does anyone know if there's a way to remove an application permission from a couple dozens people? Kind Regards, Lisa ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Reg. AI support for Server Groups
AI 7.6.04 is not supported in Server Group. AI 8.x is supported in Server Group. Thanks Mahesh On Thu, Mar 14, 2013 at 3:27 AM, NeoPhoenix adarsh.hedon...@gmail.comwrote: Hi, As we all know that AIE is being replaced by a more powerful tool called AI. What is the dependency of AI over server grouping? What I mean to say is does Server grouping affects the behaviour of AI? Regards, Neo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: SRM - Work Order (automatic activation?)
This is not possible through configuration but definitely Yes through a small customization. If the work order is being created from a Work Order template, use of the Type Fields to flag the Work order (Example: Type Field 10 = Auto_Initiate). If not using Work order Template, map the SR Type Field 10 on the SRD with the same value. Create a filter on Work Order that will look at the above flag and move the status to In Progress. Thanks Mahesh Sent from my iPad On Oct 8, 2012, at 8:22 AM, Logan, Kelly kelly.lo...@proquest.com wrote: ** We have a simple request in SRM that we would like to create a Work Order that is active from the beginning. Is this possible without customization? I can assign it automatically of course, but is there something I can configure to have the WO start with a status of “In Progress” so the Tasks are assigned and notifications go out automatically? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2012 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM assign to submitter for On Behalf Of
# 2, you can use SR Type Fields available on AIF. # 3 should be SRD mappings between SR Type Fields and variables that are again mapped to AOT target data . Thanks Mahesh On Tue, Sep 11, 2012 at 10:23 AM, Pierson, Shawn shawn.pier...@sug.comwrote: ** The problem is that SRM was created as a user self-service portal and a lot of us use it differently. Technically, it’s not designed for the service desk to enter service requests on behalf of users. The “On Behalf Of” functionality seems more geared toward administrative assistants and managers who enter things on behalf of their staff. While probably everyone sets up a rule for their service desk group to be allowed to submit on behalf of everyone in the company, it seems like that is more of a kludge than an efficient way of doing things. ** ** Your best option is going to require some level of customization. As I mentioned another time, I have a custom AIF that exposes fields to allow the submitter to bypass the “On Behalf Of” functionality and populate the fields for the Customer directly on the form. This saves the service desk time and requires less clicks than doing it the right way. ** ** At a high level off the top of my head, I’d suggest doing the following:** ** **1) ** Go into SYS:Form Field Selection and set up the Assignment fields needed to set the assignee on the Incident form, where the Selection Type is Question Field Mapping. **2) **Add an Active Link to your Advanced Interface Form to do a Set Fields of the user’s Default assignment group if the People record is set to Support Staff = “Yes”, with fields matching whatever the assignee information fields are. **3) **You probably have to update some Filters somewhere to make sure the assignment information pushes all the way through. **4) **You will need to update your AOT and other items to reflect the new fields being mapped. ** ** Realistically, you could treat this enhancement like the section of the SRM documentation that shows you how to set up SRDs to populate a custom application and follow that guide for the most part. I’ve probably oversimplified in my steps above but it’s been a while since I had to customize SRM in a similar manner. I also believe you can only use an AIF rather than a standard form because of the logic to set the assignee information for support groups. ** ** Thanks, ** ** *Shawn Pierson * Remedy Developer | Energy Transfer ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Logan, Kelly *Sent:* Tuesday, September 11, 2012 9:24 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM assign to submitter for On Behalf Of ** ** ** Good question, Moe. ** ** Consider that, in Incident Management processes, a service desk agent A receives a call from a customer – agent A creates an incident and is able to assign it to herself; that’s all I want here. ** ** Service desk agent B receives a call from a customer, creates a request On Behalf Of that customer – why can’t agent B assign the request to himself? Not only is this not an option automatically, but I don’t see a way for the agent to do so manually in a reasonable fashion. The best I can see is to be able to automatically assign to agent B’s support group, which means it will, on average, end up assigned to a different agent. ** ** ** ** *Kelly Logan*, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ** ** *ProQuest*...Start here. 2010 InformationWeek 500 Top Innovator ** ** P Please consider the environment before printing this email. ** ** *This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer*. ** ** *From:* Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] * On Behalf Of *Mohamed Abdelaziz *Sent:* Saturday, September 08, 2012 4:18 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM assign to submitter for On Behalf Of ** ** ** I am wondering why do you need to do that? This doesn’t even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea
Re: Client Sensitivity
People form has a field called Client Sensitivity. Thanks Mahesh Sent from my iPhone On Aug 13, 2012, at 6:47 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** There is no default OTB field that you can mark such an attribute so its something that you might need to create. Its hard to describe that attribute as it could be someone who complains about non existing conditions without taking any measure of pre-qualifying something to raise as an incident. I might probably want to call such a customer a ‘Problem Customer’ with maybe grading from 0 to 5 where if that customer has never raised any incident that was not worth raising, its value would be 0 while if 100% of the problems raised by that customer were not real problems, then that value would be 5 and everything in between varying degrees of a ‘problem customer’.. Joe From: Jose Manuel Huerta Guillén Sent: Monday, August 13, 2012 7:09 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Client Sensitivity ** Hi, How do you interpret the client sensitivity? One of my customers uses it to mark people that are normally complaining for everything. Other customer uses it to mark people of critic importance for the business processes. And other customer uses it to mark people that are not VIP, but are close to VIP's and thus the god/bad image can be easily propagated to VIP's. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Write Access Permissions Error Submitting SRM On Behalf Of
This issue can be solved by creating simple workflow that will delete the the entry in ENT:Enttitlement Generate QUAL/CACHE form just before the OOB workflow creates an entry. Thanks Mahesh Sent from my iPhone On Aug 11, 2012, at 9:32 PM, Steve Baumann sbaum...@columnit.com wrote: To the 'write access error', there does seem to be a bit of conflict or at least confusion in the documentation. The statement in your original post, An individual with a BMC Remedy AR System Read license can act on-behalf-of another individual, group, or company. is a true statement but only if they happen to be the first person to do this for the 'other' entity. Subsequest read-only licensed individuals who try to perform an on-behalf-of action for that entity will get an error. As was stated earlier, the first action creates an entry in ENT:Enttitlement Generate QUAL/CACHE form, but the second person receives the error when updating this record. This is standard age-old ARS licensing behavior. There is another note on page 19 of the SRM User's Guide that states: Users who are allowed to submit requests on behalf of another user must be assigned a fixed or floating license so that they can manage the requests after submitting them on behalf of the other user. So, in one place we're told only a RO license is needed, then in another we're told a Write license is needed (at least to 'manage' the requests). Based on the fact that users need to modify a record created by a different user, Write license wins. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: On Behalf of Permissions Error
Looks like a defect because I was able to reproduce the issue on my system. However, you can get around this issue by creating workflow that will delete the the entry in ENT:Enttitlement Generate QUAL/CACHE form just before the OOB workflow pushes it. Thanks Mahesh Sent from my iPhone On Aug 8, 2012, at 9:19 AM, Shawn Rosenberry smrosenbe...@gmail.com wrote: ** Greetings Environment ARSystem 7.6.4 Patch 2 Mid-Tier 7.6.4 Patch 3 SQL Server 2005 MS Server 2008 Submitter Mode Locked Here is the issue We have the system configured so that anyone can request On behalf of using the SRM tool for anyone else. In our 7.5 environment we never had any issues. It works like this Joe submits a ticket on behalf of Karen no problem Kevin submits a new ticket on behalf of Karen we receive the error Joe submits a second ticket for Karen no problem , the first person creating on behalf of creates a new entry so there is no problem, the second; however, receives the error when OTB workflow attempts to update this record. The workflow was identical in 7.5 and it updated the record in the form without any problems. According to BMC 7.6.4 documentation, An individual with a BMC Remedy AR System Read license can act on-behalf-of another individual, group, or company. . This would lead me to believe it should still work with SRM even though users without write licenses can not normally update a record in a form. Has anyone else seen this issue? Regards, Shawn Rosenberry Lyondellbasell _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM Assignee - Timetable
This can be achieved by training the users to change their availability to No when they clock out from their shift. Thanks Mahesh Sent from my iPhone On Jul 17, 2012, at 7:34 AM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: No...I'm looking to say UserA is available Mon-Fri 8A-8P UserB is available Mon-Fri 8P-8A And during those timeframes, have User A in the assignee listand not when not during those timeframes... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C Sent: Monday, July 16, 2012 4:16 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM Assignee - Timetable Do you mean from My profile under Support Groups -- Update Support Groups and Roles for individual groups or Mark All Unavailable Regards, Andrew C. Goodall Software Engineer Development Services ago...@jcpenney.com jcpenney 6501 Legacy Drive Plano, TX 75024 jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@arslist.org] On Behalf Of Longwing, LJ CTR MDA/IC Sent: Monday, July 16, 2012 5:00 PM To: arslist@arslist.org Subject: ITSM Assignee - Timetable Oklooking for a feature that doesn't seem to exist, but seems reasonable that I'm just missing it We have found where you can schedule a group's availability, but not able to find a PERSON's availability. Need to basically be able to say this person is available to receive tickets from this time to that time on these dayswhere can I find that? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: catch the email before it is deleted
You may create a custom Filter and leverage Filter error handler to capture the error so that the transaction is not rolled back. Thanks Mahesh Sent from my iPhone On Jul 12, 2012, at 3:09 AM, Remedy Maniac remedy.man...@gmail.com wrote: dear list, when an error occurs on email submission, the Email engine deletes the message and logs an entry in AR System Email Error Logs. I need to catch the email before it is deleted. Is there a (simple) way to do so? Any help would be appreciated. Best serouche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM menu options - importing values
I would recommend creating a custom generic Menu Items form that I can use for any data driven menu. Thanks Mahesh On Mon, Jun 18, 2012 at 10:54 AM, Logan, Kelly kelly.lo...@proquest.comwrote: ** There are some menu options that I would like to have available for Service Requests like Salary Grade, Job Code, etc. How difficult is it to manage the menu options library? Can you import/update items directly? I would prefer to work within the system than add another form just for these menu items and then query it. ** ** *Kelly Logan*, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ** ** *ProQuest*...Start here. 2010 InformationWeek 500 Top Innovator ** ** P Please consider the environment before printing this email. ** ** *This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer*. ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Modifying an advanced interface form
- Clear the mid-tier cache - Clear your browser cache - Re-login - Open Request Entry Console and test. Thanks Mahesh On Mon, Jun 11, 2012 at 2:17 PM, Manny Rodriguez ma...@ecponline.netwrote: In a test environment, I created an AIF with new name, updated workflow, etc. The form works well. I went back to the form to make a cosmetic change and saw the update in the user tool. When I go to the SRM entry console to call up the request, the original form remains unchanged. Any ideas? Am I missing a step to this process? Thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: IncidentInterface_Create
Transactional Data can be loaded using Data Management Tool. For missing information such as Person ID, I would recommend creating a generic People record and use that to load the incidents. Thanks Mahesh On Wed, Jun 6, 2012 at 3:05 PM, Longwing, LJ CTR MDA/IC lj.longwing@mda.mil wrote: Yeathe Incidents I'm creating are going to be already in closed status, and won't be having things like person id populated because this is data being migrated from a non-remedy system. Was planning on getting all of my data ready and importing a csv file through the data import tool. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Sabyson Fernandes Sent: Wednesday, June 06, 2012 1:45 PM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ, I have worked with loading incidents directly on the incident form via AIE and bypassing the IncidentInterface_create form. This was for an ITSM 7.0 go-live and moving data from ITSM 6 to ITSM 7 on a different server (a long time ago). Some of the things I had to take into consideration when doing this directly: - Any hidden fields that need to be populated for workflow tied to active links were populated. (Person ID comes to mind!) - Check the foundation data and make sure you use valid values when creating the incident - Check the hidden flag fields (create service request flag comes to mind) and make sure that the value you use is valid. - Ensure data integrity for relationships. (may not apply to what your doing) - Ensure that you populate all fields for the status/stage the incident is going to be created in. The incident interface create helps you to pre-populate values from a template if a template id is provided. It also validates the location info, op and prod cats, assignments etc. I take it you are still going via the API? Hope this helps. Saby From: Longwing, LJ CTR MDA/IC lj.longwing@mda.mil To: arslist@ARSLIST.ORG Sent: Wednesday, June 6, 2012 12:23 PM Subject: Re: IncidentInterface_Create So what you are saying is that I may be assuming competence where none exists? :) -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:19 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ i dont think it does all validation we have written lot of filter and filter guides to do validation which we needed Date: Wed, 6 Jun 2012 10:12:56 -0600 From: lj.longwing@mda.mil Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG Hey Ravi, Yes, I'm familiar with the function of the form, but what I'm not aware of is WHY it's needed. Basic information that I have picked up over the years tells me that because of the fact that HD is VERY active link based, there are various business rules that are written and enforced when creating things through the GUI that aren't enforced when creating them through a push to the form itself. This apparently lead to the creation of the interface form to enforce the same business rules at the Filter level, and push it to the incident form when everything is copaseticthe question I'm raising is really 'what does it do'...what sort of validations does it perform that I won't get if I push directly to the incident form itself? -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of ravi rai Sent: Wednesday, June 06, 2012 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: IncidentInterface_Create ** LJ , Greetings IncidentInterface_Create act as intermidiate form for landing request to create incident SRM also use this form. webservice HPD_IncidentInterface_Create_WS It works fine in 7604 not sure about 7.57 or previous version Ravi Date: Wed, 6 Jun 2012 11:24:52 -0400 From: jdso...@shyle.net Subject: Re: IncidentInterface_Create To: arslist@ARSLIST.ORG For whatever it may be worth, I recall problems with this form and the WS associated with it in its OTB state - I do not recall which version but it wasn't any of the most recent ones.. One of the required fields was missing.. I had to create that field both on the form as well as modify the WS to include that.. I do not recall much beyond that.. Maybe its been fixed and your problem is something else - but I just thought I'd throw this there.. Joe -Original Message- From: Longwing, LJ CTR MDA/IC Sent: Wednesday, June 06, 2012 11:18 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: IncidentInterface_Create I'm getting thrown into the deep end of ITSM and trying not to splash too much trying to stay afloat and would love some
Re: BMC Remedy Mid Tier 7.5.00 patch 008
If it is just the mid-tier , I don't think we need a database restore. Just re-run the intended patch installer. Thanks Mahesh Sent from my iPhone On May 28, 2012, at 4:36 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** What kind of failure did you experience? To rollback you would require to restore your database pre-upgrade (hopefully you have that) and reinstall the previous version to replace any binaries that may have been replaced by the newer ones.. When faced with the option Overwrite, Upgrade ... choose Upgrade.. Share should work too.. Joe From: CELIS, JENNIFER (JENNIFER)** CTR ** Sent: Monday, May 28, 2012 4:10 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: BMC Remedy Mid Tier 7.5.00 patch 008 ** Hi All, Someone has installed The 7.5 Patch8 midtier?? Which is the rollback if the installation fail? Saludos, JENNIFER CELIS FERNANDEZ ALCATEL-LUCENT TECHNICAL SUPPORT ENGINEER Cra 16 # 100 - 20, Bogotá, D.C. Colombia T: +57 1 6342500 ext 2950 1163 M: +57 320 3963841 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Requester Console in Home Page.
You can direct the - Non-Support Staff to Requester Console or SRM Request Entry Console by changing the Home Page on AR System Adminstration Console. - Support Staff to Overview Console by specifying the preference on CFG:Application Preferences or AR System User Preference form. Thanks Mahesh On Thu, May 24, 2012 at 4:13 AM, team.rem...@libero.it team.rem...@libero.it wrote: Hi All, i would like to display directly the 'Requester Console' for my user requesters ! is it possible ? How do ? thx Peter ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM error
Please refer to KB article # KA323451. Thanks Mahesh On Wed, Apr 25, 2012 at 2:40 AM, shashidhar M S Gowda shashi.catch...@gmail.com wrote: Hi, I am facing an issue regarding SRM. After submiting any request from Request entry console, when I click on the request details and then the process view, an error message is poping up which says Error during loading document. We have certain set of SRDs but it is happening to one of those. This SRD uses work order as a fulfillment app. Can anybody help me on this please? Best Regards, Shashi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Issue with View Service Request link under Advanced Functions
Check the server name for Local SRMS in CAI Application Registry (Home Page -- Application Adminstration Console -- Custom Configuration -- Foundation -- Advanced Options -- Command Automation Interface - Application Registry). Thanks Mahesh On Wed, Apr 25, 2012 at 10:51 AM, Daniel Pritchard daniel.b.pritch...@gmail.com wrote: ** Yes that is correct with our new server. One thing is that the old server/database was in a server group and the new one is not in a server group. It looks like it is trying to get to the servername from the old servergroup. On Wed, Apr 25, 2012 at 10:46 AM, Tauf Chowdhury taufc...@gmail.comwrote: ** Dan, If you go to Custom Config on the App Admin console, click SRM, go to Advanced, and then Application Settings, there is a field for the Mid Tier Path. Is this correct on your system or still referencing the old path? On Wed, Apr 25, 2012 at 10:42 AM, Dan daniel.b.pritch...@gmail.comwrote: ** We are currently on a Windows 2008 server running SQL for the datbase AR Server is 7.6.04 as well as ITSM, CMDB and SRM. We did an accelerated upgrade from a 7.0 system by copying the database over and then installing 7.6.04 over it and then running overlays and such. Everything is working well and we have had minimal issues. we recently found one though. On the old server it was in a server group and the new one is not(yet). When we have an incident open and we try to click on View Service Request link under Advanced Functions we get an error that says that a failure occurred because the name of the server (our old servername) is not in the list of valid mid tier servers. It seems like there is a reference to the old server group somewhere that is trying to be referenced. Any ideas? I will be running some logs on active links and such to see if I can pinpoint where it is reference it. P.S. this system is classified so it is not real easy for me to provide you with logs. thanks Dan _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- *Tauf Chowdhury * _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Complex incomming email processing
Here is what you need.. Forms: 1. Incoming Processor: This form will store all Incoming Messages and process the message for an Update/ Create action. 2. Rules: This form will be used to configure rules to create Requests based on the Incoming message either based on the incoming email address or a keyword in the subject line. Example: · If the message is from sender X, create an Incident and assign to Support Group 1. · If the message has a KEYWORD in the subject line, create a Work Order and assign to Support Group 2. Workflow: 1) Create a Filter on “AR System Email Messages” that will execute on Submit and push all Incoming Messages to “Incoming Processor” form. 2) Filters on “Incoming Processor” a. Check the subject line if it contains Incident/ Problem/ Change/ Request/ Work Order/ Task number. If “Yes”, parse the number and create the corresponding work log entry. b. If the message doesn’t fall into “Update” action, check if there are any associated rules in “Rules” form for a Create action. c. If none of the above, ignore the message. Thanks Mahesh On Mon, Apr 16, 2012 at 6:31 AM, Jose Huerta jose.hue...@sm2baleares.eswrote: ** Yes, that was my idea. But not a display only form, but a regular one. To store a log of performed actions. Anyway, seems that I'm in the right direction. Thanks, Jose On Mon, Apr 16, 2012 at 13:26, Jlbess jlb...@yahoo.com wrote: ** Jose, I typically create a display only form to handle inbound email. Keeping minimal customization on the OOB forms. Just a push field filter from AR System Email Messages. You can then use the custom form to pull data, parse, configure, and push anything where you need it to go without any OOB customization. Jason On Apr 16, 2012, at 7:07 AM, Jose Huerta jose.hue...@sm2baleares.es wrote: ** Hi all, I want to receive email from users, perform complex evaluations on it, and act accordingly. For instance, If a pattern like INC is found, then look for the incident, add the content of the email as a work info, where the sender must be the user corresponding to the sender address, and generate a response email. If not, send an error mail. Well, My idea is to config an email inbox without parsing and create filters on AR System Email Messages form. Don't know if it's the better approach. Comments or suggestions? Parsing engine at the email engine seems to be insufficient, because users can use a lot of formats. Thanks, Jose Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Logo Branding in Remedy
The object type Image is available on ARS 7.5 and above. Skins Feature is available on ARS 7.6.03 and above. Thanks Mahesh On Mon, Apr 16, 2012 at 3:17 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** I do not recall offhand if 7.5 supported this – I’m currently on 7.6.03, and this is where I see it.. see attached screenshot.. Double click on any of the image objects that you want to modify.. Joe PS: I attempted to send you a screen shot twice but my postings got rejected so watch for my email sent to you offline for a screenshot... *From:* Hari Vishwakarma hsvishwaka...@gmail.com *Sent:* Monday, April 16, 2012 3:47 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Logo Branding in Remedy ** Hi Joe, Currently my Remedy environment is ARS 7.5.004 and ITSM Apps 7.6.001. Joe,can u guide me how to reach to images.what is that central place called.Also, i observed there are 5-6 logos which needs to be changed, so which path should i follow to reach there. What is that central place called, is there any link readily available in Remedy, form name available in Remedy for replacing logos. Please suggest. Thanks Regards Hari On Tue, Apr 17, 2012 at 12:50 AM, Joe Martin D'Souza jdso...@shyle.netwrote: ** Hari, You didn’t say which version.. If you are on the latest versions, You change it at one central place ‘Images’ and the logos in the forms are referenced from this. One change affects all the forms on which that image is referenced. You will see a new modified date on the form as soon as you change the image that is associated with that form. You may want to do it during non production hours as this will cause a massive definition change. Joe *From:* Hari Vishwakarma hsvishwaka...@gmail.com *Sent:* Monday, April 16, 2012 3:04 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Logo Branding in Remedy ** Hi AIl, I have an query with respect to Logo branding in Remedy.I have an requirement of branding my customized Remedy ITSM suite by replacing the BMC logo with my company logo wherever needed. My current Remedy platform is ARS 7.5.04 and ITSM apps 7.6.001, database used is SQL server 2005 I gone through all the forms available in Remedy along with customization and i found there are more than 2800+ forms. I have certain concerns which are as follows: 1. We are using all ITSM apps, and our system is in production, so my management wants me to change all BMC logo with our company logo. 2. Users are accessing Remedy, so my first task is to change the user facing forms with BMC logo with my company logo. So, can any one suggest what approach should i follow to achieve the target.Changing logo in all forms will be a tiring job like going through each every form and changing the logo. Is there any other option of achieving this by any other way. 3.What precautions should i take in terms of bulk changing the logo How, if possible. 4.Dimension of logo matters or the system take the logo in its defined format by its own. Also if i proceed with application wise like IM,PM,CM,SLM,Assets, then which forms should i consider like regular form, view form,vendor form,display only form,join form,core forms,etc. If anybody had worked in the past or currently working, please share your valuable suggestions. -- Best Regards, Hari E-mail:- hsvishwaka...@gmail.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Best Regards, Hari shankar Vishwakarma Mobile:- +91-9833675872 E-mail:- hsvishwaka...@gmail.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Transferring in-house 6.3 code to a 7.6.04 server
Instead of hardcoding, you can retrieve the viewname from ARSchema table during run time by adding a set fields action. Thanks Mahesh On Wed, Apr 11, 2012 at 2:25 AM, Jose Huerta jose.hue...@sm2baleares.eswrote: ** This last sentence is not 100% true. I agree with you with the recommendation of pointing to views at direct SQL actions instead of T tables. But, although it is very unlikely, it is not guaranteed that the view name of the form won't change when migrating. If two form names collide with the view name one of them will have the scheme number in the name. El miércoles 11 de abril de 2012, Joe Martin D'Souza escribió: ** A very useful tip: Many of you may know this.. If you MUST write a Direct SQL, you NEVER should write SQL directly to T tables.. Instead write them against the view name.. for eg if you wanted to write one for the HPD:HelpDesk form whose table is lets say T654 do not write it to T654.. Describe HPD_HelpDesk and write it to that.. Then the upgrade would be seamless as the view name never changes.. You may want to consider a project where if you have Direct SQL’s to the T tables, convert them to address the view names.. Joe *From:* Susan Palmer *Sent:* Tuesday, April 10, 2012 7:57 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Transferring in-house 6.3 code to a 7.6.04 server ** We did an upgrade (mis-nomer) last year. After 3 months of trying to upgrade we ended up just creating new servers and export/importing objects. The biggest gotcha we ran into was when you import forms to the new database it changes the form ID (T236 became T450). Any sql statements included in workflow needed to be updated and external programs needed to be updated. There were other things and if you take the time to search archives I described them pretty extensively. Good luck!! Susan On Tue, Apr 10, 2012 at 11:05 AM, David M. Clark david.m.cl...@tn.govwrote: ** Folks, I am finally in the process of upgrading our 6.03.00 patch 017 implementation to the latest offered. By “upgrade” I mean a transfer between old and new servers, not on the same server. The revs are apparently too far apart to use Migrator to transfer code between, so I will be using a 7.1 server as an intermediate transfer point. Migrator 7.1 from the 6.3 box to the 7.1 box, then the latest Migrator from the 7.1 box to the 7.6.04 box. I’ll also be using Export/Import tools as needed. Note that no BMC Remedy applications are involved here, though I will be loading ITSM later. My concern now is only with in-house developed code created under or compatible with version 6.3. Solaris and Oracle on both sides. Anyone ever done this or have any suggestions as to problems that I may encounter? Thanks, -David _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- Jose M. Huerta Project Manager** Movil: 661 665 088 Telf.: 971 75 03 24 Fax: 971 75 07 94 http://www.sm2baleares.es/ SM2 Baleares S.A. C/Rita Levi Edificio SM2 Parc Bit 07121 Palma de Mallorca http://es-es.facebook.com/pages/SM2-Baleares/158608627954 http://twitter.com/#!/SM2Baleares http://www.linkedin.com/company/sm2-baleares La información contenida en este mensaje de correo electrónico es confidencial. La misma, es enviada con la intención de que únicamente sea leída por la persona(s) a la(s) que va dirigida. El acceso a este mensaje por otras personas no está autorizado, por lo que en tal caso, le rogamos que nos lo comunique por la misma vía, se abstenga de realizar copias del mensaje o remitirlo o entregarlo a otra persona y proceda a borrarlo de inmediato. P Por favor, no imprima este mensaje ni sus documentos adjuntos si no es necesario. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Approval Engine Issues
You may refer to BMC KB Article # KA346922 for the issue on Service Requests getting struck in Waiting Approval status. Thanks Mahesh On Thu, Feb 16, 2012 at 3:45 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** ** Can anyone point me in the right direction on how to fix a problem that recently showed up? We use Service Request and certain tickets that require an approval get hung up in the Service Requests form with a status of Waiting for Approval. There is no names being displayed in the Approvers tab. Then just today approvals are not working for CRQ tickets, they get hung up with Requesting Authorization. Has anyone run into this problem before? ARS 7.5 ITSM 7.0.0 p9 SQL 2005 Thanks for looking, Larry B. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Notfications are going to people in a group even if their staus is 'Deleted' in people form..
Here is the URL for the document (v 7.5.00). http://documents.bmc.com/supportu/documents/25/70/102570/102570.pdf Thanks Mahesh On Sun, Dec 18, 2011 at 11:50 PM, vikram betholi@friends betholi.vik...@gmail.com wrote: ** Hi Mahesh, Sorry to ask this. Is there any documentation (any pdf ) available for this Notification Sub-system (NTE).Pls let me know. Thanks, Vikram. On Tue, Dec 13, 2011 at 4:30 AM, Mahesh mchand...@gmail.com wrote: ** Instead of the Notify action, push the message through the Notification Sub-system (NTE). Thanks Mahesh On Mon, Dec 12, 2011 at 12:00 PM, Vikram_Betholi betholi.vik...@gmail.com wrote: I have written a filter to send the noification to the respective group by selecting the Notify action.But this notifiation is even sent to the people with 'Deleted' status in People form, who were partof the Group earlier.I have even updated the NOtification Availability as 'NO' to them in the people form.How to take care of this issue? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Notfications are going to people in a group even if their staus is 'Deleted' in people form..
Instead of the Notify action, push the message through the Notification Sub-system (NTE). Thanks Mahesh On Mon, Dec 12, 2011 at 12:00 PM, Vikram_Betholi betholi.vik...@gmail.comwrote: I have written a filter to send the noification to the respective group by selecting the Notify action.But this notifiation is even sent to the people with 'Deleted' status in People form, who were partof the Group earlier.I have even updated the NOtification Availability as 'NO' to them in the people form.How to take care of this issue? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM Issue
You could a build a Menu based question that queries CTM:People using the keyword $USER$ and have the user chose the value from the drop-down. But if the information is strictly for fulfillment purpose, the forms (Incident, Work Order, Change etc..) already have additional details (apart from what is displayed on Request Entry Console) and if needed, you can add more fields and a simple set fields filter action to populate the information. Thanks Mahesh On Fri, Dec 9, 2011 at 11:33 AM, Veeral Oza veer...@gmail.com wrote: ** Hi All, Need some help to figure out an SRM issue. ARS 7604 SP2 ITSM 7604 SP2 SRM 7604 SP2 As seen in the attached screen shot, the marked red section is the requester details, getting populated from CTM:People. There is a requirement to add few more People attributes in the marked red section. I want to avoid the use of AIFs. The entire submit request screen is a DVF field which is not easy to customize. I would like to know if there is a way to add more attributes in the marked red section and get them populated with CTM:People data of the requester. I also did some research and found that jar files must be modified to achieve this kind of customization. Need to know if there is another way. Regards, Veeral Oza _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM AIF
SRM Advanced Interface Form is a normal Remedy Regular form and you can design/ develop as per your requirements. Thanks Mahesh On Thu, Dec 8, 2011 at 5:11 PM, Gmail moe.abdela...@gmail.com wrote: ** Does Advanced Interface Form (AIF) support conditions and questions in SRM 7.6.2? I have worked a lot with AIF, but never used any sort of conditions or questions. It’s been primarily for workflow. ** ** Moe. ** ** _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM 7.6.04 - SRM/Work Orders
Assign it to the Group responsible for that particular Service Offering or who has requested for that Offering to be published in your Request Catalog. Thanks Mahesh On Mon, Dec 5, 2011 at 10:47 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** Our problem is that some of these requests will not have any one person assigned to them for a few days. Several people may look at it and decide where it really goes before it goes to a specific person in the group. ** ** We would like to just leave it blank. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Tommy Morris *Sent:* Monday, December 05, 2011 10:40 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM 7.6.04 - SRM/Work Orders ** ** ** You can also use Assignment Rules to set a Work Order Manager. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Monday, December 05, 2011 10:05 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM 7.6.04 - SRM/Work Orders ** ** ** you can set every SRM to go to the same default: with a template On Mon, Dec 5, 2011 at 10:54 AM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: How do I set it up so that a Work Order does not require a Work Order Manager on submission? We have several automated systems that great a service request or work order and they do not start out having a Work Order Manager associated with it. Sat Dec 03 16:03:43 2011 390603 : : No work order manager group could be found. Manually select a group from the menus. If no group with an individual in the functional role of work order manager is defined, notify your System Administrator. (ARERR 1440853) Can I just disable that workflow? Claire Sanford Information Systems Division Memorial Hermann Healthcare System System Services Tower North - 2:105 920 Frostwood, Houston, TX 77024 Phone: 713 338 6035 claire.sanf...@memorialhermann.org ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: OT: Re: Asset Management Console size issue on midtier
This is just a configuration setting in Application Preferences form. Thanks Mahesh On Tue, Nov 8, 2011 at 9:49 AM, Jason Miller jason.mil...@gmail.com wrote: ** I haven't research this yet but have thought about doing the same thing. Does it require customization or just a configuration change? Thanks, Jason On Tue, Nov 8, 2011 at 4:31 AM, Hennigan, Sandra CTR WHS/ITMD/CACI sandra.hennigan@whs.mil wrote: When the user opens the Asset Management Console, what is the table set to load? The default is Computer Systems. We changed the default to Business Services instead and it made a substantial difference because we only have about 20 Business Services but have thousands of Computer Systems. Thank you, Sandra Hennigan -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Jonas Stumph Stevnsvig Sent: Tuesday, November 08, 2011 4:09 AM To: arslist@ARSLIST.ORG Subject: Asset Management Console size issue on midtier Hi Listers I'm having an odd issue. We have two midtier servers connected to one ARS server; For some users, clicking on asset management or CMDB from the homepage produces a window with the toolbar, and a 20px tall view of the requested page - which is unusable. When it happens, it only happens on one of the midtiers, and never in the User tool. It appears that it's always the same midtier. Logging in from another machine produces the same result ... and several users can try from the same machine with the same browser, but not all get the anomaly. Flushing the midtier cache clears the anomaly temporarily. I can see that the div with class PageHolder is getting a Height of 20px - on the erroneous midtier, while on the other it gets a height of 461px. We're running ARS 7.5 midtiers with ITSM 7.6, with internet explorer 8 as the only available browser. Have any of you experienced anything similar? Best regards Jonas Stevnsvig ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: 911: SRM WSDL
Is there a specific reason you want to skip the staging form ? The easiest/ quickest thing would be to configure a SRD that uses Work Order Template and use the OOB WSDL SRM:RequestInterface_Create. Of-course, you could create a custom WSDL that will create a Work Order directly but I would recommend to leverage the SRM:RequestInterface_Create. Thanks Mahesh On Wed, Sep 7, 2011 at 12:28 PM, Kathy Morris kathymorris...@aol.comwrote: ** ** Hi, We have a requirement to pass data from a System A (an external system) via WSDL, to generate one Work Order and two tasks. The data from System A is passing variable data (i.e. .first name/last name/location/employee type etc..) Out of the box these are the SRM staging forms: Create: SRM:RequestInterface_Create Update: SRM:RequestInterface OOB these are the SRM Web Services: SRM_RequestInterface_Create_WS SRM_RequestInteface_WS I read the Integration guide, and I believe there is a way to send the data straight from System A to create a Work Order using WSDL web services. Can we skip the staging form? The staging form seem to overcomplicate things. Plus other developers on the list warned to avoid the staging form SRM:RequestInterface_Create. Is there a way to send the data via WSDL from System A to create a Work Order and two tasks. If yes, how? and can this work with a Work Order Template, and send out notifications to end user as to the status? _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: firing active-link on row choice when view field
In case you are trying to load images in the view field, you will need a Call Guide action that does the table loop and sets the images in the view field. Thanks Mahesh On Mon, Sep 5, 2011 at 5:24 AM, Alvaro Valdes aval...@caser.es wrote: I'm not able to build an active-link that fires on row choice over a cell based table when a view field is defined as one of the columns for display formatting. I've browsing the xample: demo application and there is examples where looks that this caould be done, but I'm not able. Could someone gime me hints on that. Thanks in advance ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Staging Forn for WSDL Data?
There is no out-of-the-box Web Service for Work Order. So, if you are creating a Work Order directly without a Service Request, you will need to build one using the form WOI:WorkOrderInterface_Create. You can also configure a Service Request Definition that uses a Work Order template associated with Tasks and have the external application consume the web service SRM_RequestInterface_Create_WS which will then generate Service Request -- Work Order -- Tasks. Thanks Mahesh On Tue, Aug 30, 2011 at 11:43 AM, Koyb P. Liabt tekkyto...@aol.com wrote: ** We are passing data from an External System to generate a work order and a task.. We are using WSDL. What is the name of the out-of- the- box staging form that is used to pass this data? I was told there is an out of the box staging form. Is this correct? Does anyone have a recommendation for a better approach? Should we be passing this from an external system to a staging form? _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM WSDL
There is an OOB webservice (SRM:RequestInterface_WS ) through which you can create Service Requests. Summary and Title Instance ID are two attributes used to lookup the SRD. Thanks Mahesh On Thu, Aug 18, 2011 at 12:04 PM, Kathy Morris kathymorris...@aol.comwrote: ** ** Hi, Is there any documentation on integrations with SRM 7.6.4 using WSDL? We passing info from 'System A' to SRM to generate a SR/WO using WSDL. One person recommended passing the data from System A to a staging form. Not sure if we should pass the data to an AIF yet. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Request Console vs. Direct Entry
--- We are bypassing the SR for a couple of requirements and build AIF forms. We will be building direct forms in some mcases and wanted to know if surveys can be generated off of a direct custom form. I am assuming that you have generated URL using the Context URL builder to open the Request Entry Console in context. Even in that case, you would need a SRD where you can build survey. Thanks Mahesh On Mon, Aug 15, 2011 at 9:58 AM, Kathy Morris kathymorris...@aol.comwrote: ** ** We are bypassing the SR for a couple of requirements and build AIF forms. We will be building direct forms in some mcases and wanted to know if surveys can be generated off of a direct custom form. As far as Work Orders, there is a 1 to 1 relationship with work orders in some cases. In other cases there is a 1 to many relationship with WO. I know surveys are generated off of the SR. I was wondering if we can build surveys to be created off of multiple work orders also (this is not an issue when there is 1 SR and 1 work order). In a message dated 8/11/2011 11:04:43 A.M. Pacific Daylight Time, ago...@jcpenney.com writes: ** I seriously wonder sometimes how much real world beta testing BMC does with their clients prior to finalizing the form designs. ** ** Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Stroud, Natalie K *Sent:* Thursday, August 11, 2011 12:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Request Console vs. Direct Entry ** ** Amen, Claire! ** ** We just rolled out with ITSM 7.6.04 about 2 weeks ago and we decided to go with the Best Practice view precisely because the Classic view is being deprecated. Our service desk analysts are already complaining that their hands hurt because of all the extra clicking. ** ** As far as our users are concerned, they don’t care how nice and pretty and “clean” the screen looks – they want to be able to get to the information they need in the most efficient manner possible even if it means their screen looks a bit cluttered. ** ** ** ** *Natalie Stroud* **Remedy** Tester Science Applications International Corporation (SAIC), contractor to Sandia National Labs Albuquerque**, **NM (505)844-7983 nkst...@sandia.gov mailto:nkst...@sandia.gov nkst...@sandia.gov ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire *Sent:* Thursday, August 11, 2011 8:45 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Request Console vs. Direct Entry ** ** ** I was going to ask the same question. My reason is that my Support center staff do not need to see open tickets. They put in about 90 tickets per day per person. They have to put a ticket in for every call. If they have to do all that extra clicking, it takes time. I hate the fact that the Classic View forms are being deprecated. For people working the tickets, the best practice view may be fine, but for entering a ticket and quickly verifying the info, it is not quick or easy. So, if my staff just open the form up and create a ticket without going through the click here, click here and finally click here process... will they lose any functionality? I think the designers of the views should have spent a day in a busy support center. ** ** -- *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Chowdhury, Tauf *Sent:* Wednesday, August 10, 2011 9:58 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Request Console vs. Direct Entry ** Are you talking about the OOB requester console that comes with Service Desk or the Service Request Management module? Either way, there is some functionality lost such as being able to see the Open tickets table. It all depends on what the requirement is. If all your users want to do is enter a request and forget about it, then having a direct entry form as you call it should be fine. Anything else, go with the requester console. I guess the question is... why don't you want to use the OOB entry form and why do you want to use the direct entry form? -Original Message- From: Action Request System discussion list(ARSList) on behalf of Kathy Morris Sent: Wed 8/10/2011 5:43 PM To: arslist@ARSLIST.ORG Subject: SRM: Request Console vs. Direct Entry Hi, If we enter the request via a direct entry form versus the request console, what functionality do I lose? Am I able to redirect surveys to the direct entry form or the work order form? Thanks
Re: Dymanic Text in Trim Text field
Change Field action with field label Changed. On Tue, Aug 16, 2011 at 1:29 AM, Bhupesh Gupta gupta.bhupesh3...@gmail.comwrote: ** Dear all - Can some one please suggesr , how to change text of a trim text field during runtime via workflow? Really urgent help required -- Regards, Bhupesh Gupta _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Adding Custom Attributes to Base Element
One of the best practice with regards to customization is having a custom field ID range. Also, whenever you extend the data model, BMC recommends usage of a custom namespace instead of BMC.CORE . Thanks Mahesh On Fri, Jul 22, 2011 at 1:58 PM, pritch pri...@ptd.net wrote: I've had the same experience as Victor noted. I've added them with no problem - did need to work them forward through the joins. The only thing I'll add is to watch Field ID's. If the field ID that is used (generated or otherwise) is also used in another form feeding the same join, the field ID of one of those items on the join can change. If that happens and you build workflow to process the field, it can have some type mismatch issues (ie one is an integer and the other a date field). At least that's what we've seen. - Original Message - From: Victor Olufowobi vic...@klub.chip.pl To: arslist@ARSLIST.ORG Sent: Friday, July 22, 2011 2:21:23 PM Subject: Re: Adding Custom Attributes to Base Element ** Since these attributes need to apply to all further subclasses I don't think creating a custom class is a good idea. I have added a few attributes myself to Base Element without any issues. The time needed for the attributes to propagate to all existing subclasses depends on your system and the number of subclasses you have. You still need to modify the AST forms for the new attributes to be available in the required classes. Victor. On Fri 22/07/11 18:11 , Alejandro Canon aca...@extensionsa.com sent: ** John, Thanks for your recommendation. That custom class you mention should be a subclass of Base Element (BE), right? I´m asking that because I don’t see how a custom subclass of Base Element can propagate attributes to all existing subclasses in CDM. I was thinking creating a custom namespace and adding attributes in BE but stored in custom namespace. Alejandro. De: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] En nombre de John Doe Enviado el: Viernes, 22 de Julio de 2011 12:00 Para: arslist@ARSLIST.ORG Asunto: Re: Adding Custom Attributes to Base Element ** Alejandro, I'd recommend you do not add them to Base Element. Instead create your own custom Class and add those attributes to that class. Otherwise, your next upgrade will be a nightmare. From: Alejandro Canon To: arslist@ARSLIST.ORG Sent: Friday, July 22, 2011 10:57 AM Subject: Adding Custom Attributes to Base Element ** Listers, ARS 7.6.04 SP1 CMDB 7.6.04 ITSM 7.6.04 I need to add about ten (10) attributes (common to all kind of CIs) to BaseElement. I’ve read some threads (dated about 2009) recommending to NOT ADD attributes in Base Element Class, because of known errors in Asset – CMDB Sync process. What’s your experience about that? Understanding CDM Model is based in CIM Model I think there shouldn’t be problems in adding fields to Base Element class. Believe me if I’m telling you I’ve reviewed all BaseElement attributes from BMC.CORE and BMC.AM namespaces and I have no match for these 10 attributes required. I guess a known issue could be extense time you may have to wait after saving changes in CDM, because custom attributes in Base Element must be propagated to all subclasses. Regards, Alejandro _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Jumps in Incident ID numbers
You can use Service action from an Active Link and invoke a filter. Thanks Mahesh On Thu, Jul 21, 2011 at 3:41 PM, pritch pri...@ptd.net wrote: You would probably have to use AL's - if the ticket isn't saved, filters will not fire (so I don't think TR would work). Would probably have to tap into the same qualification that is used to assign the Incident ID. - Original Message - From: Michael mhi...@email.arizona.edu To: arslist@ARSLIST.ORG Sent: Thursday, July 21, 2011 4:05:14 PM Subject: Re: Jumps in Incident ID numbers Nice idea! I love 'what if', I always learn so much in trying. I will play with that and see if I can get anything from it. thanks, Michael On Thu, Jul 21, 2011 at 12:53 PM, Martinez, Marcelo A marc...@cpchem.com wrote: Just an idea here.. What IF... You create a custom form with some fields you'd like to capture. Then create workflow to fire when [TR.IncidentID*+ =! $NULL$ ] and have it populate those fields on your custom form. You could capture user / timestamp / etc fields.. I have not tried this - don't know if it would work -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Michael Sent: Thursday, July 21, 2011 2:44 PM To: arslist@ARSLIST.ORG Subject: Re: Jumps in Incident ID numbers Thanks, I will look into that. Not sure if they(management) want to make that customization, but it never hurts to explore all options. thanks again, Michael On Thu, Jul 21, 2011 at 12:34 PM, pritch pri...@ptd.net wrote: There's a couple active links you can disable that should stop that (I had a similar issue with change). They have the active links duplicated as filters on submit so it generates it there. I did have to put in a warning message to give the user their ticket number. - Original Message - From: strauss stra...@unt.edu To: arslist@ARSLIST.ORG Sent: Thursday, July 21, 2011 3:26:09 PM Subject: Re: Jumps in Incident ID numbers Anything that tries to open a new ticket generates a new Incident ID, then if the transaction is abandoned that ID is considered consumed and the Next ID is incremented. On ITSM 7.0 this occurred if you selected the Customer in the ticketing form; in 7.6.04 it occurs when you open a new Incident (or other) form, so the skipping of numbers will just get worse from here on out. 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: arslist@ARSLIST.ORG] On Behalf Of Michael Sent: Thursday, July 21, 2011 2:22 PM To: arslist@ARSLIST.ORG Subject: Jumps in Incident ID numbers Hi all, ITSM server 7.6.03 Linux 2.6.18-238.9.1.el5 Oracle 11g I am opening a ticket with Remedy support on this, but was wondering if anyone had seen this before. We are getting constant jumps in Incident ID numbers. For example: (Last 3 tickets created less than 5 minutes apart) INC00029396 INC00029399 INC00029401 This is constant, and sometimes the jumps between numbers is random, sometimes its 1, then 3, then 2, then 10, then 27, it bounces all over the place. Next Request ID Block size is set to 1 on the Configuration tab of the Server Information form. There is no Next Request ID Block size on: HPD:Help Desk HPD:CFG Ticket Num Generator Also, except for very minor customizations like a field name, or adding a field to the IM console, this is OOTB. Anyone seen this, or have any ideas? thanks! -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- Michael Hirst University of Arizona, UITS 520-621-0867 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- Michael Hirst University of Arizona, UITS 520-621-0867
Re: SRM Work Orders
I think Service Offering should determine the type of fulfillment application and not all service offerings result in the same fulfillment type. Example: Report an IT Problem should create an Incident, New Employee process may be done using Change and Work Orders etc.. Thanks Mahesh On Tue, Jul 19, 2011 at 8:56 PM, Barbara Soditch bsodi...@gmail.com wrote: We are upgrading to 7.06 and thinking about having the Service Desk create all ticktes using the SRM process. Can anyone share their experiences doing this (good or bad). Also, what kind of issues have any of you discovered using Work Orders. We noticed that there seems to be alot of functionality missing...compared to Incident, etc. I am very interested in seeing what other people have experienced. Thankx. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: RKM 7.6.04 import of articles from a third party location
ARS 7.6.04 supports rich text formatting. So, I think you can export the data from the third-party application with HTML tags and import the same into the Rich Text fields in Remedy. Thanks Mahesh On Tue, Jul 19, 2011 at 6:36 PM, Arnab Baral arnab...@gmail.com wrote: ** That is right Roger! Moreover since I have HTML files here, they need to be converted in a format where you can reach the point that you can map fields. But before reaching that state we have to deal with the HTML files and the formatting. I am not sure if you have dealt with this kind of a requirement before. On Wed, Jul 20, 2011 at 11:30 AM, Roger Justice rjust2...@aol.com wrote: ** Since this is a standard regular form you need to review creating an RKM artical and see what is in each field and then use the import tool to map the external fields to the internal fields. I reviewed the RKM admin guide and it does not have any import instructions. -Original Message- From: Arnab Baral arnab...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jul 19, 2011 7:07 pm Subject: Re: RKM 7.6.04 import of articles from a third party location ** Hi Roger, Sorry to bother you here. But do you have a step-by-step procedure that explains how it should be done? On Wed, Jul 20, 2011 at 11:04 AM, Roger Justice rjust2...@aol.comwrote: ** Convert them to a csv file and use the import tool. -Original Message- From: Arnab Baral arnab...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jul 19, 2011 6:10 pm Subject: Re: RKM 7.6.04 import of articles from a third party location ** Hi Roger, Thanks for the reply. Could you please suggest how can I import HTML format articles into RKM 7.6.04? On Wed, Jul 20, 2011 at 10:03 AM, Roger Justice rjust2...@aol.comwrote: ** RKM 7.6.04 does not use XML format. It is a ARS regular form that you can use the import tool with. -Original Message- From: Arnab Baral arnab...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jul 19, 2011 5:41 pm Subject: RKM 7.6.04 import of articles from a third party location ** Hi All, This is critical and urgent! Can somebody help me with import of articles located in a sharepoint in client location? The files can be extracted in HTML format and put in the remedy server. I have found some external convertor tools to convert the files to relevant XML format. But failed to convert them. Can somebody help in this kind of a requirement? -- *With Great Regards, Arnab Baral* _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- *With Great Regards, Arnab Baral* _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- *With Great Regards, Arnab Baral* _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- *With Great Regards, Arnab Baral* _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Print button not working on Midtier
You will need to analyze the Active Link logs. Thanks Mahesh On Wed, Jul 13, 2011 at 1:53 PM, Bharad w remedy.bharad...@gmail.comwrote: ** can I know any solution for this Issue , any help is appreciated. On Wed, Jul 13, 2011 at 12:42 PM, Mahesh mchand...@gmail.com wrote: ** Print functionality works on the Mid-Tier and as well as on the BMC Remedy User on ITSM 7.6.0x. Thanks Mahesh On Wed, Jul 13, 2011 at 1:01 PM, Roger Justice rjust2...@aol.com wrote: ** The print button only works in the client tool since it is calling a Crystal Report. -Original Message- From: Bharad w remedy.bharad...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Jul 13, 2011 1:58 pm Subject: Print button not working on Midtier Hi, we are facing an Issue with the Print ButtonWhen clicking the Print button at the bottom of an incident nothing shows up. any suggestions are appreciated. Thanks in advance. environment is 7.6.04 patch1. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.5 Change Management Business Approvals
I have implemented the same on a couple of ITSM 7.x implementations and here is the level design for this customization. 1. At the CI level, each application owner will be responsible to make sure that the right approver(s) (individual/ group) are mapped to their CIs. 2. On the Change Request, create custom workflow to look-up the approver based on the CI selected and add them to the list of approvers at the desired phase. Thanks Mahesh 1) Each application Basically, you will need to make sure that the right people are associated to the CI and have custom workflow that trggers approvals On Tue, Jul 12, 2011 at 5:56 PM, Andrew C Goodall ago...@jcpenney.comwrote: ** All, ** ** I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users – they are business users. ** ** How do you propose I accomplish this in the Change Management approval process? ** ** It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. ** ** Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. ** ** Thanks in advance. ** ** Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ ** ** The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM 7.5 Change Management Business Approvals
I have implemented the same on a couple of ITSM 7.x implementations and here is the level design for this customization. 1. At the CI level, each application owner will be responsible to make sure that the right approver(s) (individual/ group) are mapped to their CIs. 2. On the Change Request, create custom workflow to look-up the approver based on the CI selected and add them to the list of approvers at the desired phase. Thanks Mahesh On Tue, Jul 12, 2011 at 5:56 PM, Andrew C Goodall ago...@jcpenney.comwrote: ** All, ** ** I have a need to implement a business approval process for change requests. The approver list will change depending upon the application categorized in the change request. The approvers will not be IT Support staff / Infrastructure Change Users – they are business users. ** ** How do you propose I accomplish this in the Change Management approval process? ** ** It appears the Change management approval process design is geared towards individuals or IT support staff, they seemed to forget about approvals at the business end by more than one person. ** ** Setting up these people in support groups is not feasible due to the large number of applications that need to be driven via this process. ** ** Thanks in advance. ** ** Regards, *Andrew Goodall* Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ ** ** The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 911: Bulletin Table
Create a backend form that would track each user acknowledging the bulletin and upon login, the workflow will need to query this form. You can also leverage the User form by setting some sort of flag for each user record. Thanks Mahesh On Fri, Jul 8, 2011 at 3:30 PM, Kathy Morris kathymorris...@aol.com wrote: ** ** Hi, We are going live with a release. Requirement: We have workflow on the SHR:Bulletin - that if an event happens - a Bulletin pops up until all the users in group have acknowledged the popup (but it is not working). *Scenario* There are 10 members in a group. So if Steve logs in, the pop displays. Then Steve presses the button to acknowledge the bulletin popup. However we need Remedy's workflow logic to know that there are 9 other people in the group that have not acknowledged the popup yet. So when Mary Smith logs in the bulletin should popup - but right now it is not working. What is happening is - when Steve acknowledged the bulletin - the popups stopped. We need the popus to open for Mary, and continue until it gets to the 10th person. Does anyone have any ideas how we can get this to work? _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM Request with no fullfilment application
I would still create a Work Order and close/cancel through workflow. Thanks Mahesh On Tue, Jun 28, 2011 at 9:00 AM, Marek B. mare...@gmail.com wrote: ** Hi List, We've got service request where no incident or work order ticket is required to be registered. Customers just need to open an Advanced Interface Form, fill all necessary fields and send request. The entire workflow is executed automatically and all I need to do is make sure the request will be closed. How this can be done, given that you need a Process and an Application Object attached to an SRD? thanks, Marek _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.04 Work Order Approval Process
Please refer the document BMC Remedy Action Request System 7.6.04, Approval Server Guide, section titled Adding approvals to your application. Also, please note that this is considered a customization and users will require a license to approve these requests. Here is the explanation from BMC (KB Article # KA342661). * * * Please note that the ability for a user to act as an approver without a license of any type (ARSystem or Application) extends only to the approval server as integrated into Change Management Application or Asset Management Application and Release Management. This exemption is made available by special ARSystem coding for BMC Remedy developed applications. * *** **Approval server linked to any other application or form is considered custom and therefore not covered by this exemption. Approvers therefore are treated as any other user seeking to modify a record in ARSystem and will need an ARSystem fixed or floating write license.* Thanks Mahesh On Wed, Jun 22, 2011 at 11:11 AM, Tina Flores csoukn...@columnit.comwrote: Hi ARS listers, My client has a business need to have an Approval Process on the Work Order form. I see that there's a Work Order Status = Waiting Approval as well as a hidden Approvers tab on the forn. But there's no approval process defined. For the approval process to work, does it only need AP configuration or there's more to it? This is for SRM 7.6.04. I appreciate all your inputs. Thanks in advance, Tina ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Question on Web Inf Change
Are you using the Approval Console ? Thanks Mahesh On Tue, Jun 21, 2011 at 3:33 PM, pritch pri...@ptd.net wrote: Using the web client, my folks are approving (or rejecting) requests. The approval is recorded and processed by the approval server. The users do not think the approval went through since it doesn't update the status on their screen. I do have them refreshing their screen to see the status update has been processed or the next approver in line has been generated. Here's my question: Is there a way to send an event from the server to the client and have the screen refresh once the approval is processed? About the only way I've thought of is to open a window saying something to the effect of 'approval being processed, please wait' and go into a loop checking to see that the approval is processed and then refresh the screen via an event from the open window to the previous one. Am I missing the obvious? Has anyone come up with a way to get the screen on the web client to refresh after an approval takes place? thank you ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: changing the next Field ID -- team wants to know
You will still need to plug in the field-id manually while creating the field. 1. Create Two forms a. Form to configure the field ranges b. Form to generate the ID sequentially (you will need to write workflow for this). 2. Export the above to a def file. 3. Import the def file to the developer's VM. 4. Configure the starting range of field-id accordingly in the form created in step 1(a). Thanks Mahesh ** ** -- Forwarded message -- From: *LJ LongWing* lj.longw...@gmail.com Date: Tue, Jun 21, 2011 at 3:29 PM Subject: Re: changing the next Field ID -- team wants to know To: arslist@arslist.org Pritch, To handle that scenario we have a Field ID generator form on one of our boxes that every developer uses when creating fields, it gives them the 'next' in a line, this prevents us from having that 'merge' issue that you described. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, June 21, 2011 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: changing the next Field ID -- team wants to know For us it's not a matter of knowing 'who did what'. Since they are VM images, everyone is working on separate copies which then get's merged via passing of def files. If we don't use range of field ID's, we end up with all sorts of conflicts when we merge the forms / workflow. On Tue, 21 Jun 2011 13:09:26 -0700, Jason Miller jason.mil...@gmail.com wrote: Expanding on the Change History field, I have gotten into the habit of typing Created anytime create a new object. This gives me a reference as to when the object was created and by who. I like created because I can click into the Change History with my right hand and type it with the left hand. Jason On Jun 21, 2011 11:13 AM, Joe Martin Dapos;Souza jdso...@shyle.net wrote: While field ID's are one way to recognize who done what, its my opinion that the best use of ranges is to identify what application or module or type of data a field might belong to.. For eg 750xx1xxx to 750xx2 would be fields pertaining to lets say Sales Order application... A better way to manage who done what is to have their signatures in the Change History. This way (assuming that they do leverage the use of change history) you can keep track of changes done and by who for e.g. if a field was created by Joe as a Optional field last year but this year Joe made it Required on January and then Freddy changed its field label to XYZ on Feb.. If they want accountability they would have to accept some discipline and leverage the use of something like Change History which I think is best suited for tracking purposes right from the inception of an object to its extinction.. Joe -Original Message- From: pritch Sent: Tuesday, June 21, 2011 1:43 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: changing the next Field ID -- team wants to know Dev Studio fires workflow? Guess I learned my something new for today On Tue, 21 Jun 2011 10:41:00 -0700, Rick Cook remedyr...@gmail.com wrote: Just build a custom form that looks at $USER$ and assigns the nextId from the form with a prefix set by the workflow. Rick On Mon, Jun 20, 2011 at 9:17 AM, patrick zandi remedy...@gmail.com wrote: ** I have some Team Members who want to set Field ID;s -- unique for them.. --- 3 Virtuals, with 3 different Admins.. each admin will have their beginning point of the FeildID's vice the 536XXX 777 would be joe 888 would be pete 999 would freddy Anyone do this.. is it as simple as arschema set nextfieldid = '75000'; ? -- Patrick Zandi _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com
Re: changing the next Field ID -- team wants to know
I have used something like this before. - Data Fields, Character, Date, Diary, Etc - 9 – 90099 - Page, List and Tables and Columns - 90100 – 90199 - Buttons, Trim, Boxes, Etc. - 90200 – 90299 Thanks Mahesh On Tue, Jun 21, 2011 at 5:17 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** My personal preference still is using field ID range for type of data.. it helps with many things including shared workflow, matching IDs functionality, etc.. Another way to do it and yet work with reserving ID ranges for different types of data, with no workflow required, is create a form and create all the fields needed in that form like a central container of all fields That way the only manual step would be choosing the field ID, and once its chosen and created, there is no chance of duplication.. Copy that field to whatever application form that you want to copy it to and it would carry forward with most of its properties with the exception of the x. y location which you really do not care about... You would only need to change the Required, Optional attribute wherever needed and permissions I remember actually some developers using this approach at one of the sites I worked at, do not remember where.. Joe *From:* Mahesh mchand...@gmail.com *Sent:* Tuesday, June 21, 2011 5:46 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: changing the next Field ID -- team wants to know ** You will still need to plug in the field-id manually while creating the field. 1. Create Two forms a. Form to configure the field ranges b. Form to generate the ID sequentially (you will need to write workflow for this). 2. Export the above to a def file. 3. Import the def file to the developer's VM. 4. Configure the starting range of field-id accordingly in the form created in step 1(a). Thanks Mahesh -- Forwarded message -- From: *LJ LongWing* lj.longw...@gmail.com Date: Tue, Jun 21, 2011 at 3:29 PM Subject: Re: changing the next Field ID -- team wants to know To: arslist@arslist.org Pritch, To handle that scenario we have a Field ID generator form on one of our boxes that every developer uses when creating fields, it gives them the 'next' in a line, this prevents us from having that 'merge' issue that you described. -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Tuesday, June 21, 2011 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: changing the next Field ID -- team wants to know For us it's not a matter of knowing 'who did what'. Since they are VM images, everyone is working on separate copies which then get's merged via passing of def files. If we don't use range of field ID's, we end up with all sorts of conflicts when we merge the forms / workflow. On Tue, 21 Jun 2011 13:09:26 -0700, Jason Miller jason.mil...@gmail.com wrote: Expanding on the Change History field, I have gotten into the habit of typing Created anytime create a new object. This gives me a reference as to when the object was created and by who. I like created because I can click into the Change History with my right hand and type it with the left hand. Jason On Jun 21, 2011 11:13 AM, Joe Martin Dapos;Souza jdso...@shyle.net wrote: While field ID's are one way to recognize who done what, its my opinion that the best use of ranges is to identify what application or module or type of data a field might belong to.. For eg 750xx1xxx to 750xx2 would be fields pertaining to lets say Sales Order application... A better way to manage who done what is to have their signatures in the Change History. This way (assuming that they do leverage the use of change history) you can keep track of changes done and by who for e.g. if a field was created by Joe as a Optional field last year but this year Joe made it Required on January and then Freddy changed its field label to XYZ on Feb.. If they want accountability they would have to accept some discipline and leverage the use of something like Change History which I think is best suited for tracking purposes right from the inception of an object to its extinction.. Joe -Original Message- From: pritch Sent: Tuesday, June 21, 2011 1:43 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: changing the next Field ID -- team wants to know Dev Studio fires workflow? Guess I learned my something new for today On Tue, 21 Jun 2011 10:41:00 -0700, Rick Cook remedyr...@gmail.com wrote: Just build a custom form that looks at $USER$ and assigns the nextId from the form with a prefix set by the workflow. Rick On Mon, Jun 20, 2011 at 9:17 AM, patrick zandi remedy
Re: Bulk Change of login ID
Hi Moe Just wanted to know if the link from your signature line is genuine because the content on that page has nothing to do with ARS Remedy. Thanks Mahesh From: *Gmail* moe.abdela...@gmail.com Date: Thu, Jun 16, 2011 at 11:56 PM Subject: Re: Bulk Change of login ID To: arslist@arslist.org ** What you need to do is to check the DTD:ThreadManager form. Open the form and delete all records and restart your job again. I have seen it happened before that for some reason this record gets stuck and it does not get updated. -Moe http://www.remedycloud.com *From:* Michael Burton [mailto:michael_bur...@hotmail.co.uk] *Sent:* Thursday, June 16, 2011 1:28 PM *Subject:* Re: Bulk Change of login ID ** That's what we've got at the moment, but as you say, it does seem to have done the job. -- Date: Thu, 16 Jun 2011 13:11:17 -0400 From: anne.ra...@nc.gov Subject: Re: Bulk Change of login ID To: arslist@ARSLIST.ORG ** Do you get the pop-up saying that the change is still pending? It never changes to completed? We’ve had a job or two hang up, but ID changes generally take about 2-5 minutes depending how active the user is. Anne Ramey *** *E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official.* _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ** ** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are image001.png
Re: Remedy SRM 7.6.04
Please take the export using the Export Process feature. The resulting file will have the related PDTs and AOTs. Thanks Mahesh On Wed, Jun 15, 2011 at 1:48 AM, gurram sanjeevnaidu naidu_2000_2...@rediffmail.com wrote: ** ALL, We have done in the in place ugrade on SRM 2.2 System in the dev enivornment, And we planned to take the export of the srd and Import to the New System whem we done this SRD's are importing but we serached SRD's, PDT's and AOT's AOT's are not Importing, Any bosy have solution for this Thanks In advance Sanjeeva Naidu G http://sigads.rediff.com/RealMedia/ads/click_nx.ads/www.rediffmail.com/signatureline.htm@Middle? Treat yourself at a restaurant, spa, resort and much more with *Rediff Deal ho jaye!http://track.rediff.com/click?url=___http://dealhojaye.rediff.com?sc_cid=mailsignature___cmp=signaturelnk=rediffmailsignaturenewservice=deals * _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy SRM 7.6.04
Firstly, I am sorry. You need to use Export Request Definition feature which will include related PDTs and AOTs. More importantly, exporting the data from SRM 2.2 and importing into SRM 7.6.04 is not supported. Also, you have stated that it is an in-place upgrade. So, why are you still exporting and importing? Thanks Mahesh But I do have a question. You stated that it is an in-place upgrade from 2.2 to 7.6.04 On Wed, Jun 15, 2011 at 2:22 AM, Mahesh mchand...@gmail.com wrote: Please take the export using the Export Process feature. The resulting file will have the related PDTs and AOTs. Thanks Mahesh On Wed, Jun 15, 2011 at 1:48 AM, gurram sanjeevnaidu naidu_2000_2...@rediffmail.com wrote: ** ALL, We have done in the in place ugrade on SRM 2.2 System in the dev enivornment, And we planned to take the export of the srd and Import to the New System whem we done this SRD's are importing but we serached SRD's, PDT's and AOT's AOT's are not Importing, Any bosy have solution for this Thanks In advance Sanjeeva Naidu G http://sigads.rediff.com/RealMedia/ads/click_nx.ads/www.rediffmail.com/signatureline.htm@Middle? Treat yourself at a restaurant, spa, resort and much more with *Rediff Deal ho jaye!http://track.rediff.com/click?url=___http://dealhojaye.rediff.com?sc_cid=mailsignature___cmp=signaturelnk=rediffmailsignaturenewservice=deals * _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Character String Check
It works for me. Here is the test Active Link on ARS 7.6.04.
Thanks
Mahesh
-- Forwarded message --
From: *Kemes, Lisa* lisa.ke...@te.com
Date: Wed, Jun 15, 2011 at 12:36 PM
Subject: Re: Character String Check
To: arslist@arslist.org
I spoke too soon. Looks like this works very well with a filter, but not an
active link.
When I type in SDEX-WW-D-QUOTE-QLIKVIEW-FTP my active link is giving me an
error, but my filter is putting it through. I need this to work on an
Active Link.Bummer.
Back to the Translate solution
Lisa
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Wednesday, June 15, 2011 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Character String Check
Thanks Misi,
I just tried this again and it does seem to work. Sorry to have lead
everyone astray. Not sure what I was doing wrong the first time around.
This works just as well too!
Lisa
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, June 15, 2011 5:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Character String Check
Hi,
I just want to say that Mahesh suggestion is definitely the way to go.
The FLTR-Run-If (with a possible ACTL-shadow) should read:
('Field' LIKE %[^A-Za-z0-9-_]%)
And then give you an appropriate error message.
This should work on any DB, as it has nothing to do with the database, it is
evaluated internally within the AR System.
The initial ^ is the negator (NOT) character.
This is not the same thing as (NOT 'Field' LIKE %[A-Za-z0-9-_]%), as this
would first find a match of the characters, and then negate it.
In the example ?A? it would find the A and then negate it. In the first
suggestion above though it would find the first ?, which is a bad
character.
In other words the format [^...] is the only way to go.
The only thing I am not sure about is the dash-character (-), as it
specifies a range... You could try %-_A-Za-z0-9]% instead. Others have
suggested a backslash, but I do not think that will work here... Try
removing the dash altogether to see if you can get the rest to work at
least.
Best Regards - Misi, RRR AB, http://www.rrr.se
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'Field' LIKE %[^A-Za-z0-9-_]%
Thanks
Mahesh
On Tue, Jun 14, 2011 at 1:30 PM, Kemes, Lisa lisa.ke...@te.com wrote:
**
I need to check a character field to make sure that the string in the
field is alphanumeric and the only special characters that are
allowed are a hyphen “-“ or an underscore. No spaces allowed either.
I’ve tried a bunch of workflow and it’s just not working for me.
*Lisa Kemes*
AR System Developer
TE Information Systems
Global Infrastructure and Ops
+01 717 810 2408 tel
+01 717 602 9460 mobile
*lisa.ke...@te.com*
MS 161-43
P.O. Box 3608
Harrisburg, PA 17105-3608
[image: Description:
http://www.tycoelectronics.com/images/socialmedia/smallTElogo.gif]ht
tp://www.te.com/
www.te.com
[image: Description:
http://www.tycoelectronics.com/images/socialmedia/twitter.png]
http://twitter.com/teconnectivity[image:
Description:
http://www.tycoelectronics.com/images/socialmedia/facebook.png]
http://www.facebook.com/teconnectivity[image:
Description:
http://www.tycoelectronics.com/images/socialmedia/flickr.png]
http://www.flickr.com/photos/teconnectivity/[image:
Description:
http://www.tycoelectronics.com/images/socialmedia/linkedin.png]
http://www.linkedin.com/groups?gid=1591657[image:
Description:
http://www.tycoelectronics.com/images/socialmedia/youtube.png]http:/
/www.youtube.com/teconnectivity
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image001.pngimage002.png
Re: Character String Check
'Field' LIKE %[^A-Za-z0-9-_]% Thanks Mahesh On Tue, Jun 14, 2011 at 1:30 PM, Kemes, Lisa lisa.ke...@te.com wrote: ** I need to check a character field to make sure that the string in the field is alphanumeric and the only special characters that are allowed are a hyphen “-“ or an underscore. No spaces allowed either. I’ve tried a bunch of workflow and it’s just not working for me. *Lisa Kemes* AR System Developer TE Information Systems Global Infrastructure and Ops +01 717 810 2408 tel +01 717 602 9460 mobile *lisa.ke...@te.com* MS 161-43 P.O. Box 3608 Harrisburg, PA 17105-3608 [image: Description: http://www.tycoelectronics.com/images/socialmedia/smallTElogo.gif]http://www.te.com/ www.te.com [image: Description: http://www.tycoelectronics.com/images/socialmedia/twitter.png]http://twitter.com/teconnectivity[image: Description: http://www.tycoelectronics.com/images/socialmedia/facebook.png]http://www.facebook.com/teconnectivity[image: Description: http://www.tycoelectronics.com/images/socialmedia/flickr.png]http://www.flickr.com/photos/teconnectivity/[image: Description: http://www.tycoelectronics.com/images/socialmedia/linkedin.png]http://www.linkedin.com/groups?gid=1591657[image: Description: http://www.tycoelectronics.com/images/socialmedia/youtube.png]http://www.youtube.com/teconnectivity _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Character String Check
Hae you tried this.
Run If: 'Field' LIKE %[^A-Za-z0-9-_]%
If Actions: Message
Thanks
Mahesh
On Tue, Jun 14, 2011 at 4:37 PM, Kemes, Lisa lisa.ke...@te.com wrote:
I tried this as well, and not sure why, but q### is returning nothing.
It should return ### correct?
Lisa
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, June 14, 2011 2:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Character String Check
Something like this is where I usually take advantage of the Oracle
database's TRANSLATE function. I do a set fields (to a Display only field)
translating all letters and numbers to nothing (as well as hyphen and
underscore in your case). If there any characters left over then in a
second filter I show an error.
SQL Set Fields
Select TRANSLATE('$Field$',
'ABCDEFGHIJKLMNOPQRSTUVWXYZ-0123456789_abcdefghijklmnopqrstuvwxyz','') from
DUAL
In pure Remedy you could do a series of replacements to remove each
character and that will do the same thing.
Fred
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: Tuesday, June 14, 2011 1:31 PM
To: arslist@ARSLIST.ORG
Subject: Character String Check
**
I need to check a character field to make sure that the string in the field
is alphanumeric and the only special characters that are allowed are a
hyphen - or an underscore. No spaces allowed either.
I've tried a bunch of workflow and it's just not working for me.
Lisa Kemes
AR System Developer
TE Information Systems
Global Infrastructure and Ops
+01 717 810 2408 tel
+01 717 602 9460 mobile
lisa.ke...@te.com
MS 161-43
P.O. Box 3608
Harrisburg, PA 17105-3608
www.te.com
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Re: Service Catalogs - attributes/custom attributes
Firstly, displaying the hierarchy Service Bundle -- Service -- Service Offering. Bundle Attributes: Description, Image. Service Attributes: Description, Image, Owner Name/ Contact, Standard and Non-Standard Features. Displaying differences between various offerings in a table format. Offering Attributes: Description, Image, Price, Features, Request Now button. Thanks Mahesh On Mon, Jun 13, 2011 at 4:43 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** Actually - more on the service catalog side. (these can be fairly generic) Description: Image: Price: Refunds: Availability: Support contact: Support hours: Support process: Policy: Security: Related items: FAQ: Manager: Maybe some internal attributes: Support group: Support priority: Risk: Owner: Related info: Those are all on the defining side of a service. Then you have the actionable part -- the I want it -- and then the questions for that -- but they tend to be specific to implementing the service/item being requested -- and they tend to not be very generic. (except) For who: On Jun 13, 2011, at 4:14 PM, Benedetto Cantatore wrote: ** What do you mean by attributes? Do mean the questions that are always asked by default? Such as Is this request for you or for someone else? would be an example of a question that I always ask for service items. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 john.sundb...@kineticdata.com 06/13/11 11:23 AM ** Calling all Service Catalog builders... If you have created custom attributes for any services -- what attributes have you created? What attributes - do you always use??? -John -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Load People data automatically
The validation and promotion workflow executes only on Modify. Please try to modify the record that you created. Thanks Mahesh On Mon, Jun 13, 2011 at 10:53 PM, Sachin Verma sachin.ve...@accenture.comwrote: Hi Atul, Ahh..i got it..followed the below steps but didn't work: -Wrote a Filter on CTM:LoadPeople Execute On: Submit and Modify Run If: Action: Set Field Server Name: Current Transaction Read Value for Field Form: Current Transaction Fields: Field Name: z1D Action Value: VALIDATELOAD Test: -Created a test record on CTM:LoadPeople form. The DL_Status is: Unvalidated But the test didn't work. Still the record on CTM:LoadPeople is in 'Unvalidated' status and not pushed to CTM:People form. Should I follow some other process to make this work. Thanks, Sachin -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Monday, June 13, 2011 9:10 PM To: arslist@ARSLIST.ORG Subject: Re: Load People data automatically It is on the load people form but needs to be brought in the view to see it Atul Vohra On Jun 13, 2011, at 9:50 PM, Sachin Verma sachin.ve...@accenture.com wrote: Thank you very much Atul. But I am not able to find the 'z1D_Action' field either on CTM:LoadPeople or CTM:People forms. Can you please provide me some more details to perform the desired activity. Sachin -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of Atul Vohra Sent: Monday, June 13, 2011 6:17 PM To: arslist@ARSLIST.ORG Subject: Re: Load People data automatically setting z1D_Action (?) = VALIDATELOAD will validate and load the data from the Load People to People form. You might need a filter on people to push back the id. Atul Vohra -Original Message- From: Sachin Verma [sachin.ve...@accenture.com] Date: 06/13/2011 02:48 PM To: arslist@ARSLIST.ORG Subject: Load People data automatically ** Hi, I have the business requirement to create a web-service for People record creation. Steps followed: -Created a Staging form with the required fields only and also created the web-services for the same. Data is coming to the staging form correctly using the web-services. -Written Filters which will push the staging form data to ‘CTM:LoadPeople’ OOB form. This is also working. Now I have to automate the process to push the data from ‘CTM:LoadPeople’ to ‘CTM:People’ form. The manual process is to go via Data Load Console and Validate and Promote the people data for new record creation in CTM:People form. Any suggestion to automate the Validate and Promote? so that the data from CTM:LoadPeople will push to CTM:People form for creating a new record and send the People ID back to CTM:LoadPeople form after creation ? Thanks, Sachin This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: WSDL question about SRM_RequestInterface_Create_WS
SRD_Number (SRD ID) is Entry ID (Field ID 1) of the form SRD:ServiceRequestDefinition_Base. You need to specify the corresponding SRD Instance ID to Submit a request and not SRD Number. Thanks Mahesh On Tue, May 31, 2011 at 3:09 PM, Christine christineperryi...@yahoo.comwrote: Does anyone have anyone know if the SRD number is included in the xml data submission that the referenced SRD will be used? Thereby using the SRD specified AOT and creating the subsequent workflow? Details of request in first post. TIA, Christine On May 26, 3:13 pm, Christine christineperryi...@yahoo.com wrote: In the WSDL SRM_RequestInterface_Create_WS when the Operation Type = Create, there is a statement of xsd:element type=xsd:string name=SRD_Number/ (no quotes) in the file. Does this mean that if that SRD number is included in the xml data submission that the referenced SRD will be used? Thereby using the SRD specified AOT and creating the subsequent workflow? Here is the background scenario: If this Service Requst entry were done manually, the SRD/AOT association would create Work Orders. What the company is trying to do is automate a manual workflow. Instead of sending a data file to a person for manual input; WSDL will read the file, hopefully creating a Service Request record. Will specifiying the SRD_Number on the incoming XML data achieve that? - Christine ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: In SRM - Possibility to manage the display of service subcategories.
Yes, it will involve customizing the DVF plugin and I am not sure whether BMC will recommend/ support this customization. Thanks Mahesh On Sun, May 29, 2011 at 1:33 AM, Kailashnath A J kailashnath.jeya...@wipro.com wrote: ** Thanks for your info Mahesh. I presume this customization also engage plug-in level code change and as per your observation of customization over “SRS:ServiceRequestConsole” schema, I couldn’t visualize this can be achieved in a month time, any presumption on manpower and man days judgment. I do have a doubt, subsequent to these many efforts will my requirement be achievable ? If possible, Will BMC support/Recommend this customization ? Kindly lend me your loyal hands to get me a termination on this. *Thanks Regards,* *Kailashnath A J* *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Mahesh *Sent:* Saturday, May 28, 2011 11:05 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: In SRM - Possibility to manage the display of service subcategories. ** Not possible with configuration, maybe customization which may be considered a major or heavy customization. If you want, you can design cell based table fields and render the content as shown below. You will have to write workflow so that when Category 1 is selected, Category 2 is displayed and Category 2 selection will refresh category 3. Thanks Mahesh On Sat, May 28, 2011 at 1:44 AM, Kailashnath A J kailashnath.jeya...@wipro.com wrote: ** Dear Folks, I would like know the possibilities of organizing the Service Subcategories view of the SRS:ServiceRequestConsole. Below is the service subcategories (as per OOTB) in a three column view, and here I would like to know the possibility to change the categorization of this view into two column view. If this can be achieved, kindly let me know the steps. SRM Version – 7.6.00 Patch 002 *Col -1* *Col -3* *Col -2* *Error! Filename not specified.* *Thanks Regards,* *Kailashnath A J* *Please do not print this email unless it is absolutely necessary. * The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ *Please do not print this email unless it is absolutely necessary. * The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: In SRM - Possibility to manage the display of service subcategories.
Not possible with configuration, maybe customization which may be considered a major or heavy customization. If you want, you can design cell based table fields and render the content as shown below. You will have to write workflow so that when Category 1 is selected, Category 2 is displayed and Category 2 selection will refresh category 3. Thanks Mahesh On Sat, May 28, 2011 at 1:44 AM, Kailashnath A J kailashnath.jeya...@wipro.com wrote: ** Dear Folks, I would like know the possibilities of organizing the Service Subcategories view of the SRS:ServiceRequestConsole. Below is the service subcategories (as per OOTB) in a three column view, and here I would like to know the possibility to change the categorization of this view into two column view. If this can be achieved, kindly let me know the steps. SRM Version – 7.6.00 Patch 002 *Col -1* *Col -3* *Col -2* *Thanks Regards,* *Kailashnath A J* * Please do not print this email unless it is absolutely necessary. * The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Security Banner on each form
You may want to refer to ARS 7.6.04 Form and Application Guide - Page 426 - Applying skins to form views. Thanks Mahesh On Thu, May 26, 2011 at 11:47 AM, Atul Vohra a...@protechsoftwareinc.comwrote: Hi, We have a requirement to have a security banner show up on all the forms (v 7.6.4) and am wondering if there is a way to implement this WITHOUT modifying each form. Thanks Atul Vohra ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARERR 303 in Filter (Advanced) Set Fields action
Populate the name of the form into a field and use that field as the run time form value. Thanks Mahesh On Thu, May 26, 2011 at 3:32 AM, Mikhail Kovrizhnykh mkovrizhn...@gmail.com wrote: Hi All, There is a regular from TEST and the filter that fire at Modify. Filter has one Set Fields action with Advanced flag. Sample Form Name = TEST, Read Value for Field From = $SCHEMA$. Set Field If = 'Request ID' = 001 . Then I set Custom matches for fields, this Filter works fine. But if I choose Matching Ids checkbox, this Filter does not work - users see an error ARERR [303] Form does not exist on server. Is anybody knows how can I solve this problem with Matching Ids? ARS 7.1 patch007. -- View this message in context: http://old.nabble.com/ARERR-303-in-Filter-%28Advanced%29-%22Set-Fields%22-action-tp31705877p31705877.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Extracting Circular Relationships from 'BMC_BaseRelationship'
Hi All We have an issue with Atrium Impact Simulator basically crashing doing nothing and BMC support says that it is because of the circular relationships which are not allowed. Example: Considering the following as relationship records Record # Source Recon Destination Recon 1 A1.ReconID A2. ReconID 2 A2. ReconID A3. ReconID 3 A3. ReconID A4. ReconID 4 A3. ReconID A1. ReconID 5 A4. ReconID A5. ReconID 6 A5. ReconID A4. ReconID 7 A5. ReconID A6. ReconID 8 A7. ReconID A8. ReconID 9 A9. ReconID A11. ReconID 10 A5. ReconID A3. ReconID here is an example of circular relationships Record # Source Recon Destination Recon 1 A1.ReconID A2. ReconID 2 A2. ReconID A3. ReconID 4 A3. ReconID A1. ReconID 5 A4. ReconID A5. ReconID 6 A5. ReconID A4. ReconID Now I am working on a SQL query to extract those circular relations from “BMC.CORE:BMC_BaseRelationship” but cannot seem to get the right logic. Any help is greatly appreciated, Thanks in advance Mahesh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Assets import issue
Why not use AIE for import ? Thanks Mahesh On Wed, May 25, 2011 at 8:13 PM, Vaibhav Singhal vaibhavsing...@hcl.comwrote: ** Hi Experts, This may be a basic question but I am new to Assets, and got stuck here- I need to import certain asset records, for System Software. There is one Join Form - *AST:SystemSoftware* This is a inner join of form - *BMC:BMC_SystemSoftware* with itself. *BMC:BMC_SystemSoftware* is a inner join of forms - * BMC:BMC_SystemSoftware_* and *BMC:BMC_LogicalSystemComponent* *BMC:BMC_LogicalSystemComponent* is a inner join of forms - * BMC:BMC_LogicalSystemComponent_* and *BMC:BMC_AssetBase* **Join criteria is Instance ID on all joins. I tried to import data in *AST:SystemSoftware*, it created all entries in all above base forms, and record is populating in all join forms except AST:SystemSoftware. Record is there in BMC:BMC_SystemSoftware and join criteria is InstanceID match with itself, but record is not populating on AST:SystemSoftware. It works fine, if data is entered manually in AST:SystemSoftware form. I scanned logs for what are all changes that take place if record is saved manually, but my investigation was not sufficient I suppose. Any suggestion is much appreciated. Regards, Vabh -- ::DISCLAIMER:: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 Questions/Issues
For # 1: The attachment is not carried over to back-end application and is as designed. The attachment can be viewed from Request Details link. Thanks Mahesh On Tue, Feb 15, 2011 at 1:39 PM, Kevin Begosh kbeg...@gmail.com wrote: ** List, I am working with ARS/ITSM/SRM 7.6.03. I have created a number of SRD's that create incidents. Everything works fine except for the following two things. 1. Attachment adding to the Service Request does not come over to the incident when created. There is a work info entry on the incident that says, Attachment from Request Entry but no attachment. 2. Update to the activity log on the service request does not update the work info on the incident. It does however update the activity log when a work info entry is created on the incident. I did a little digging and I have talk to a couple of people on these and I am hearing that both of these are not bugs, they are working on desgined. I was not 100% sure if that was accurate so I was wondering if anyone has worked on this issue and received any information on either of these? -- Kevin Begosh _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Range of Error Messages for ITSM Suite
*XXXNYYY *is the convention for some of the error messages in ITSM 7.x Where XXX = Schema Number (stored in the form SHR:SchemaNames) N = 0 for active link, 1 for filter ZZZ = Execution Order of the Workflow object (ActiveLink/ Filter). * Example from ITSM 7.x Incident Management* ** *There are no support groups or support group aliases that match the search criteria ARERR 1290015. * ** Where 129 = Schema Number for HPD:Help Desk (Search for 129 in description field of SHR:SchemaNames) 0 = Indicates active link 015 = Execution Order of the Workflow object (HPD:INC:ASGGRP_015_Search-E). Thanks Mahesh On Fri, Feb 11, 2011 at 7:18 PM, Shafqat Ayaz shafq...@yahoo.com wrote: ** Hi Does anyone know what the number range is for ITSM Error messages? I know that the ARServer uses 1- 11099 and 2-20999 and 14-144999 for all its error messages including plug-in etc. Thank you * Shafqat Ayaz* -- Expecting? Get great news right away with email Auto-Check.http://us.rd.yahoo.com/evt=49982/*http://advision.webevents.yahoo.com/mailbeta/newmail_tools.html Try the Yahoo! Mail Beta.http://us.rd.yahoo.com/evt=49982/*http://advision.webevents.yahoo.com/mailbeta/newmail_tools.html _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Trying to setup Remedy Import into HPD:IncidentInterface_Create
I think you may leverage Data Management Tool for this activity. Thanks Mahesh On Thu, Jan 20, 2011 at 11:42 AM, Lammey, Peter A. peter.a.lam...@espn.comwrote: ** 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 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Migration from 7.0 to 7.6
Using the Data Management Tool spreadsheets, you can identify the forms associated with various types of data. For further information, search the ARSList archives for the message titled Data Extraction: Foundation, Process Set Up and Transactional Data. Thanks Mahesh On Mon, Dec 27, 2010 at 5:20 AM, manuj chauhan manujchau...@gmail.comwrote: ** Hi I want to migrate data from 7.0.1 to 7.6. What will the main areas i need to take care of? Thanks Manuj Chauhan _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRD Service Request field mapping
Hi Christine The data is already saved on the AIF and if you don't want to replicate the data on multiple forms, you could view the Advanced Interface Form using View Service Request -- More Details. If this is too many clicks, I would recommend creating a button and dynamically opening the corresponding AIF. I usually hide the View Service Request link if the Request is using AIF. Hope this helps. Thanks Mahesh On Thu, Nov 11, 2010 at 3:54 PM, Christine christineperryi...@yahoo.comwrote: Thanks for the quick reply. I did not use the AIF with backend mapping. I looked at that first. We needed a form where people could indicate all the items needed by a new employee. I ended up creating a non-mapped AIF form with checkbox items for phones, pc's, applications, application responsibilities and roles, sales organization tabs/fields, tech org tab/fields and lots of other stuff in embedded pages. It was my understanding that I would have had to create all the extra fields on the fulfillment form as well. Now, I may be wrong on that as I haven't had any training. I read the manuals, read this board and do a lot of testing. Christine On Nov 11, 2:36 pm, Pierson, Shawn shawn.pier...@sug.com wrote: Out of curiosity, did you use the AIF that includes back end mapping? That is the easiest way to do it because then you just have an Active Link do a Set Fields action from your fields to the out of the box ones which are already mapped. Thanks, Shawn Pierson Remedy Developer | Southern Union 5444 Westheimer Rd. Houston, TX 77056 |713.989.7226 -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Christine Sent: Thursday, November 11, 2010 2:17 PM To: arsl...@arslist.org Subject: SRD Service Request field mapping I have an Advanced Interface form with fields I would like to map to the resulting Change. Where do I define the new AIF fields so that they are available choices on the SRD - Fulfillment Mapping Details - Service Request Fields - Selected Field listing? Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail. If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Modify login id
For ITSM 7.0.03, you need to apply Patch 9005. *Patch: *# 9005 *Summary:* ITSM Data Management Tool *Details:* Tool that allow the bulk loading and validation of the foundation, process setup and service desk transactional data for ITSM 7. In addition the tool allows for bulk updates to specific data. Thanks Mahesh On Wed, Nov 10, 2010 at 4:32 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** Under Foundations I don't see the Data Manage Tool option; I only see: - Advance Options - Business Time segments - Charge Back - Configure Assignment - Costing - Notification Engine - Organizational Structures - People - Products/Operational Catalogs I've looked for a separate download but nothing so far. Larry B. -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Boyd, Rebecca E. *Sent:* Wednesday, November 10, 2010 12:38 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Modify login id ** 7.5 provides a tool for this. Application Administration Custom Configuration Foundation Data Management Tool Data Wizard Console. You can read about it in the “BMC Remedy IT Service Management 7.5.00 Data Management Administrator’s Guide”. I seem to recall escalations should be stopped first but consult the guide. Rebecca *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Larry Barnes *Sent:* Wednesday, November 10, 2010 3:18 PM *To:* arslist@ARSLIST.ORG *Subject:* Modify login id ** I'm wondering if anyone out there has a simple way of modifying a login id for a user and any of their tickets they have created, or been assigned. We have users that are given a login id one way if they are a contractor and a different way if they are an employee. The problem is some contractors eventually become employees. We want to be able to modify the employee's current People, User form records and at the same time modify any tickets associated with their old login id and link them with their new login id. I was thinking of creating workflow and a form, for input, but this may need to be a SQL script. I'm just curious if anyone else has done this and is willing to share. We are running on a windows server with ARS 7.5.00 patch 002 with ITSM 7.0.03 patch 009 Thanks, Larry B. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM ID and Incident Management
If you are using Best Practice view, on the advanced search bar, look for Service Request ID (SRID, 301572100). Thanks Mahesh On Fri, Nov 5, 2010 at 3:03 PM, Rora Borealis roraborea...@gmail.comwrote: ** Hi ARSList We're working with Incident Management 7.6.00 p001 and Service Request Management 7.6.00 p002. Our service desk is struggling with one particular issue and I'm sure there's a really easy solution we just haven't found yet. Our end users submit tickets via SRM and they are sent into Incident Management. This works just fine. However our end users receive Request IDs and our service desk works with Incident IDs. The service desk just needs to search by Request ID within Incident Management to find the user's incident. Where is the request ID (for SRM, not the incident ID) in Incident Management? It's probably one of those things where it's so obvious we're missing it, but we've looked and searched online and must not be looking for the right thing because we can't find it. Thanks! Aurora _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Escalation does not push vendor form data to regular form
As Joe suggested below, you should be able to create a Display Only field directly on the LDAP Vendor Form. Thanks Mahesh On Tue, Nov 2, 2010 at 10:41 PM, Mahendra Mahalkar mahendra.mahal...@gmail.com wrote: ** This will require a db-link sort of the thing which I will have to create to pull the data from the ldap external data source to arsystem db server in another tablespace other than arsystem and then I can go for the view form to make it available for transaction. Again database to database transaction is not recommanded in case of remedy, secondly Ldap data structure is not like our regular database structure which is quite not easy to go for it. *Regards,* *Mahendra Mahalkar* On Tue, Nov 2, 2010 at 11:42 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** Why do you want to create an LDAP attribute to add a new field? Doesn’t a view form build from the LDAP plugin allow you to create a display only field for ARS transactional purposes? Joe *From:* Mahendra Mahalkar mahendra.mahal...@gmail.com *Sent:* Tuesday, November 02, 2010 2:16 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Escalation does not push vendor form data to regular form ** Set field action is like a modify action on vendor which is not allowed as vendor point to Ldap where user doesn't have access to create or modify. *Regards,* *Mahendra Mahalkar* On Tue, Nov 2, 2010 at 4:16 PM, John Atherly john.athe...@apc.comwrote: Set the Escalation to do a set filed on the vendor form.Create a filter to do the push field action on modify _ * John Atherly* | *APC by Schneider Electric ** | Information, Process Organization (IPO)* | *Remedy Administrator / Developer* * Phone:* +401-789-5735 ext. 2120 | *Fax:* +401-789-3710 | * Email:* *john.athe...@apcc.com* +john.athe...@apcc.com | *Site:**www.apc.com/ * http://www.apc.com/ | *Address:* 132 Fairgrounds Road, West Kingston, RI 02892 USA *** Please consider the environment before printing this e-mail *Mahendra Mahalkar mahendra.mahal...@gmail.com* Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/02/2010 02:42 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Escalation does not push vendor form data to regular form ** Will AIE work for Ldap data structure, what should I put for mapping? External Data to ARSystem form, right? But all the time in prior versions we used vendor form which worked perfect. *Regards,* *Mahendra Mahalkar* On Tue, Nov 2, 2010 at 10:16 AM, Joe Martin D'Souza *jdso...@shyle.net*jdso...@shyle.net wrote: ** Have you tried using AIE as an alternative? Can’t really think about why an Escalation should fail but AIE should work.. It worked for me although I can’t say I have tried it for 7.6.03 Joe *From:* *Mahendra Mahalkar* mahendra.mahal...@gmail.com *Sent:* Tuesday, November 02, 2010 1:58 AM *Newsgroups:* public.remedy.arsystem.general *To:* *arsl...@arslist.org* arslist@ARSLIST.ORG *Subject:* Re: Escalation does not push vendor form data to regular form ** I checked the escalation logs, there I found only NULL values pushing to staging form. *Regards,* *Mahendra Mahalkar* On Tue, Nov 2, 2010 at 9:53 AM, Joe Martin D'Souza *jdso...@shyle.net*jdso...@shyle.net wrote: ** You haven’t turned off Escalations on that server have you? Turn on your Escalation Log’s. This may tell you something if you think you have done everything else right.. Joe *From:* *Mahendra Mahalkar* mahendra.mahal...@gmail.com *Sent:* Tuesday, November 02, 2010 1:46 AM *Newsgroups:* public.remedy.arsystem.general *To:* *arsl...@arslist.org* arslist@ARSLIST.ORG *Subject:* Escalation does not push vendor form data to regular form ** Hi All, I want to transfer ldap data from vendor form to staging form(regular form). ARS version - 7.6.03, DB - MS SQL 2005 For this, I created one escalation with push field action in which it create/modify the entries only if 'sAMAccountName' = $sAMAccountName$. Mapped the vendor data to staging form. The issue is that escalation pushing NULL to staging form though I can see/query the vendor form data from arsystem. I tried the following scenarios also --- - Created another vendor form, no luck - Created another escalation, no luck - Tried escalation to push vendor to another regular form, no luck - Tried with matching ids in push field action, no luck - tried same escalation between two regular forms where it worked perfect, but why it not working between vendor and regular form. - Tried with vendor form with one field only, no luck - I know it was easy to create such transfer prior to 7.6.03, is there any issue with this 7.6.03 version? Help is appreciated. I am going
Re: Leave Modify but not allow New records
Create a Filter on Submit and display an error message. Thanks Mahesh On Fri, Oct 29, 2010 at 4:11 PM, Hennigan, Sandra CTR WHS/ITMD/CACI sandra.hennigan@whs.mil wrote: All, We have successfully implemented 7.6. Existing 7.0 Incidents, Change Requests and Tasks will be resolved/closed in the 7.0 system. How can I remove the ability to submit NEW Incidents, Change Requests and Tasks but leave the users able to resolve?? Thank you, Sandra Hennigan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work
Hi Ramon Firstly, thanks for the details. We were asked to delete all the custom join forms which we did and still no success. May be HPD:Help Desk_SLA (which is out of the Box) is another form that needs to be deleted. This is definitely good information for other customers. Thanks Mahesh On Tue, Oct 19, 2010 at 9:53 PM, Kagan, Ramon ramon_ka...@bmc.com wrote: ** While I don’t have full details into the problem. With SLM installed, the likely solution is to drop the join form created by SLM/SLA, run the ITSM upgrade and then re-establish the Service target as described in the SLM install guide in the post install section. * -- * *Ramon Kagan, MBA, PMP* Manager, Product Development BMC Software phone: 905.707.3536 50 Minthorn Blvd. Suite 200 fax: 905.707.4601 Markham, ON L3T 7X8 *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Tuesday, October 19, 2010 8:28 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** We did all the steps that were recommended by BMC and the result was same on all three attempts. So, went ahead with a fresh installation of ITSM 7.6 Patch 1, migrated all the data and are ready to go-live in two weeks from now. Thanks Mahesh On Tue, Oct 19, 2010 at 5:46 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** What is your underlying DB? Did you prepare your DB for the upgrade? For e.g. it does help to flush your transaction log files before such installs that involve a large number of DB transactions. On Oracle it may help to turn SQL logging off? Joe *From:* Mahesh mchand...@gmail.com *Sent:* Tuesday, October 19, 2010 6:27 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** Development Cache Mode is Enabled. Also, commented out assignment engine, approval server, slm service, reconciliation engine and dispatchr processes in armonitor.cfg Thanks Mahesh On Tue, Oct 19, 2010 at 5:07 PM, Joe Martin D'Souza jdso...@shyle.net wrote: ** Did you have the Development cache mode turned on or off? Joe *From:* Mahesh mchand...@gmail.com *Sent:* Tuesday, October 19, 2010 5:44 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** When we tried to upgrade from ITSM 7.0.03 Patch 9 to ITSM 7.6 Patch 1, the installer ran for 26 hours eventually completing with warnings and the Incident Management Error log indicated that lot of def files arx files were not imported. Below are the details regarding this defect: * * * * * * * * * The issue with the defs not importing is because of this DEFECT SW00343855. The defect is fixed in patch 3 of 7.5.1 however it hasn't been released yet. What we would want to do is eventualy install 7.5.1 P3 to resolve the defect then Run the 7.6.1 install. Decription 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE) ARSystem 7.5.1 patch001 Atrium 7.5.1 patch001 ITSM 7.0.3 patch 009 Upgrade to ITSM 7.5.1 Upgrade logs show errors related to import of helpdesk related forms. Please see activities and related attachments. 2. STEPS TO REPRODUCE: Perform upgrade to ITSM 7.5.1 3. ACTUAL RESULTS: errors in BMCRemedyIncidentManagement_error.log: [Sun Mar 22 21:46:14.950] LoadComponent- ** [Sun Mar 22 21:46:14.950] LoadComponent- Processing component: hpd [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- ARImport() for hpd_deplapp.def returned non-zero return code 2 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field 10003005 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Worklog [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Associations [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Assignment Logs [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:IncidentInterface [WARNING][Sun Mar 22 21:49:45.513
Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work
As per the defect # SW00343855, you would have to upgrade to 7.5.1 Patch 3 and then to ITSM 7.6 Patch 1. Thanks Mahesh On Tue, Oct 19, 2010 at 10:48 AM, sphilben sphil...@mac.com wrote: ** All: I have been trying an upgrade ITSM from 7.0.3 patch 009 to 7.6 patch 001 on an ARS 7.5 patch 007 server. The upgrade seems to run fine (no obvious errors) but when I go to open the lightly-customized Incident form, I see nothing on the Best Practices view (just a few hidden fields) and a bit of a mess on the Default User Vew (mainly, no accordion pane on the left side and some left over things from 7.0.3 that should not be there). Has anyone tried this upgrade and seen issues? Or been successful? Is this something that is supposed to work and I am doing it wrong? Thanks. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Ticket Modify Permissions
Have you looked into Submitter Mode settings ? Thanks Mahesh On Tue, Oct 19, 2010 at 11:16 AM, Shane Buchholz sha...@samhealth.orgwrote: ** Does anyone know a quick way to grant write access to all tickets for my user base? We are on the verge of a revolt after moving from ITSM 5.6 to 7.6. Any thoughts would be appreciated. AR – 7.5 ITSM – 7.6 SQL 2005 Windows 2008 (64-bit) Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services -- Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work
When we tried to upgrade from ITSM 7.0.03 Patch 9 to ITSM 7.6 Patch 1, the installer ran for 26 hours eventually completing with warnings and the Incident Management Error log indicated that lot of def files arx files were not imported. Below are the details regarding this defect: * * * * * * * * * The issue with the defs not importing is because of this DEFECT SW00343855. The defect is fixed in patch 3 of 7.5.1 however it hasn't been released yet. What we would want to do is eventualy install 7.5.1 P3 to resolve the defect then Run the 7.6.1 install. Decription 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE) ARSystem 7.5.1 patch001 Atrium 7.5.1 patch001 ITSM 7.0.3 patch 009 Upgrade to ITSM 7.5.1 Upgrade logs show errors related to import of helpdesk related forms. Please see activities and related attachments. 2. STEPS TO REPRODUCE: Perform upgrade to ITSM 7.5.1 3. ACTUAL RESULTS: errors in BMCRemedyIncidentManagement_error.log: [Sun Mar 22 21:46:14.950] LoadComponent- ** [Sun Mar 22 21:46:14.950] LoadComponent- Processing component: hpd [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- ARImport() for hpd_deplapp.def returned non-zero return code 2 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field 10003005 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Worklog [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Associations [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Assignment Logs [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:IncidentInterface [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:CFG_IncidentWatchList [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Help Desk [ERROR][Sun Mar 22 21:49:45.513] LoadComponent- Definition Import failed for C:\Program Files\BMC Software\BMCRemedyITSMSuite\CFS-001\Workflow\install\upgrade_from_7.0_to_7.5\systems\hpd\workflow\en\.\.\hpd_deplapp.def (return code 2) [ERROR][Sun Mar 22 21:53:56.232] ImportFileNode- ARImport() for HPD%Help_Desk2.def returned non-zero return code 2 Thanks Mahesh On Tue, Oct 19, 2010 at 1:58 PM, strauss stra...@unt.edu wrote: ** And just what defect is that exactly, since the BMC Support site refuses to find or display it from either the Knowledgebase or the Issues search pages (useless insert colorful metaphor here)? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Tuesday, October 19, 2010 11:00 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** As per the defect # SW00343855, you would have to upgrade to 7.5.1 Patch 3 and then to ITSM 7.6 Patch 1. Thanks Mahesh On Tue, Oct 19, 2010 at 10:48 AM, sphilben sphil...@mac.com wrote: ** All: I have been trying an upgrade ITSM from 7.0.3 patch 009 to 7.6 patch 001 on an ARS 7.5 patch 007 server. The upgrade seems to run fine (no obvious errors) but when I go to open the lightly-customized Incident form, I see nothing on the Best Practices view (just a few hidden fields) and a bit of a mess on the Default User Vew (mainly, no accordion pane on the left side and some left over things from 7.0.3 that should not be there). Has anyone tried this upgrade and seen issues? Or been successful? Is this something that is supposed to work and I am doing it wrong? Thanks. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work
Development Cache Mode is Enabled. Also, commented out assignment engine, approval server, slm service, reconciliation engine and dispatchr processes in armonitor.cfg Thanks Mahesh On Tue, Oct 19, 2010 at 5:07 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** Did you have the Development cache mode turned on or off? Joe *From:* Mahesh mchand...@gmail.com *Sent:* Tuesday, October 19, 2010 5:44 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** When we tried to upgrade from ITSM 7.0.03 Patch 9 to ITSM 7.6 Patch 1, the installer ran for 26 hours eventually completing with warnings and the Incident Management Error log indicated that lot of def files arx files were not imported. Below are the details regarding this defect: * * * * * * * * * The issue with the defs not importing is because of this DEFECT SW00343855. The defect is fixed in patch 3 of 7.5.1 however it hasn't been released yet. What we would want to do is eventualy install 7.5.1 P3 to resolve the defect then Run the 7.6.1 install. Decription 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE) ARSystem 7.5.1 patch001 Atrium 7.5.1 patch001 ITSM 7.0.3 patch 009 Upgrade to ITSM 7.5.1 Upgrade logs show errors related to import of helpdesk related forms. Please see activities and related attachments. 2. STEPS TO REPRODUCE: Perform upgrade to ITSM 7.5.1 3. ACTUAL RESULTS: errors in BMCRemedyIncidentManagement_error.log: [Sun Mar 22 21:46:14.950] LoadComponent- ** [Sun Mar 22 21:46:14.950] LoadComponent- Processing component: hpd [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- ARImport() for hpd_deplapp.def returned non-zero return code 2 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field 10003005 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Worklog [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Associations [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Assignment Logs [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:IncidentInterface [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:CFG_IncidentWatchList [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Help Desk [ERROR][Sun Mar 22 21:49:45.513] LoadComponent- Definition Import failed for C:\Program Files\BMC Software\BMCRemedyITSMSuite\CFS-001\Workflow\install\upgrade_from_7.0_to_7.5\systems\hpd\workflow\en\.\.\hpd_deplapp.def (return code 2) [ERROR][Sun Mar 22 21:53:56.232] ImportFileNode- ARImport() for HPD%Help_Desk2.def returned non-zero return code 2 Thanks Mahesh On Tue, Oct 19, 2010 at 1:58 PM, strauss stra...@unt.edu wrote: ** And just what defect is that exactly, since the BMC Support site refuses to find or display it from either the Knowledgebase or the Issues search pages (useless insert colorful metaphor here)? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Tuesday, October 19, 2010 11:00 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** As per the defect # SW00343855, you would have to upgrade to 7.5.1 Patch 3 and then to ITSM 7.6 Patch 1. Thanks Mahesh On Tue, Oct 19, 2010 at 10:48 AM, sphilben sphil...@mac.com wrote: ** All: I have been trying an upgrade ITSM from 7.0.3 patch 009 to 7.6 patch 001 on an ARS 7.5 patch 007 server. The upgrade seems to run fine (no obvious errors) but when I go to open the lightly-customized Incident form, I see nothing on the Best Practices view (just a few hidden fields) and a bit of a mess on the Default User Vew (mainly, no accordion pane on the left side and some left over things from 7.0.3 that should not be there). Has anyone tried this upgrade and seen issues? Or been
Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work
We did all the steps that were recommended by BMC and the result was same on all three attempts. So, went ahead with a fresh installation of ITSM 7.6 Patch 1, migrated all the data and are ready to go-live in two weeks from now. Thanks Mahesh On Tue, Oct 19, 2010 at 5:46 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** What is your underlying DB? Did you prepare your DB for the upgrade? For e.g. it does help to flush your transaction log files before such installs that involve a large number of DB transactions. On Oracle it may help to turn SQL logging off? Joe *From:* Mahesh mchand...@gmail.com *Sent:* Tuesday, October 19, 2010 6:27 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** Development Cache Mode is Enabled. Also, commented out assignment engine, approval server, slm service, reconciliation engine and dispatchr processes in armonitor.cfg Thanks Mahesh On Tue, Oct 19, 2010 at 5:07 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** Did you have the Development cache mode turned on or off? Joe *From:* Mahesh mchand...@gmail.com *Sent:* Tuesday, October 19, 2010 5:44 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrading ITSM 7.0.3 to 7.6 doesn't seem to work ** When we tried to upgrade from ITSM 7.0.03 Patch 9 to ITSM 7.6 Patch 1, the installer ran for 26 hours eventually completing with warnings and the Incident Management Error log indicated that lot of def files arx files were not imported. Below are the details regarding this defect: * * * * * * * * * The issue with the defs not importing is because of this DEFECT SW00343855. The defect is fixed in patch 3 of 7.5.1 however it hasn't been released yet. What we would want to do is eventualy install 7.5.1 P3 to resolve the defect then Run the 7.6.1 install. Decription 1. DROP/BUILD BUG OCCURS IN (IF PRE-RELEASE) ARSystem 7.5.1 patch001 Atrium 7.5.1 patch001 ITSM 7.0.3 patch 009 Upgrade to ITSM 7.5.1 Upgrade logs show errors related to import of helpdesk related forms. Please see activities and related attachments. 2. STEPS TO REPRODUCE: Perform upgrade to ITSM 7.5.1 3. ACTUAL RESULTS: errors in BMCRemedyIncidentManagement_error.log: [Sun Mar 22 21:46:14.950] LoadComponent- ** [Sun Mar 22 21:46:14.950] LoadComponent- Processing component: hpd [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- ARImport() for hpd_deplapp.def returned non-zero return code 2 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 314 Field does not exist on current form 60900 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field 10003005 [ERROR][Sun Mar 22 21:49:45.513] ImportFileNode- 277 The field is referenced by a join form as a base field [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Worklog [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Associations [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Search-Assignment Logs [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:IncidentInterface [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:CFG_IncidentWatchList [WARNING][Sun Mar 22 21:49:45.513] ImportFileNode- 55 The following item was not imported HPD:Help Desk [ERROR][Sun Mar 22 21:49:45.513] LoadComponent- Definition Import failed for C:\Program Files\BMC Software\BMCRemedyITSMSuite\CFS-001\Workflow\install\upgrade_from_7.0_to_7.5\systems\hpd\workflow\en\.\.\hpd_deplapp.def (return code 2) [ERROR][Sun Mar 22 21:53:56.232] ImportFileNode- ARImport() for HPD%Help_Desk2.def returned non-zero return code 2 Thanks Mahesh On Tue, Oct 19, 2010 at 1:58 PM, strauss stra...@unt.edu wrote: ** And just what defect is that exactly, since the BMC Support site refuses to find or display it from either the Knowledgebase or the Issues search pages (useless insert colorful metaphor here)? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Tuesday, October 19, 2010 11:00 AM
Re: Issue with Service Request Template
This is a known issue (defect ID # SW00320171) and I think it is fixed in later patches. Thanks Mahesh On Fri, Oct 8, 2010 at 2:30 PM, Larry Barnes larry.bar...@thecreek.comwrote: ** Running ARS 7.5 patch 4 SRM 2.2 patch 003 I created a SR template that has 8 questions in the App. Field Mapping form. The template works as designed; except for this 1 anomaly. The 7th question is a menu selection with 2 possible answers Yes or No. The 8th question is an optional question where additional information can be added. If you do not enter anything into question 8 the value you select in question 7 also get populated into question 8. I've checked for default values anywhere in the SRM template to the questions and in the actual template that's used and can't find anything. I generated a log file and can see when the value gets dropped into this question but I don't understand why. As anyone experienced this and if so what was your solution? Thanks for your time, Larry B. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Does an SRD affect a fields' default value?
Okay. The AIF opens in a dialog mode and you will have to use an Active Link to set the value. Thanks Mahesh On Tue, Oct 5, 2010 at 10:11 AM, Christine christineperryi...@yahoo.comwrote: Thanks Mahesh, This is an advanced interface form I've created. I'll take a look at the other 'Open Windows' actions that were copied over when I copied this form from the OOB base form. Now that I have a clue of where to look I'm sure I'll find it. Thanks again, Christine On Oct 4, 5:19 pm, Mahesh mchand...@gmail.com wrote: Looks like the field mapping on Open Window action is missing. Is this an Out of the Box form ? Thanks Mahesh On Mon, Oct 4, 2010 at 3:54 PM, Christine christineperryi...@yahoo.com wrote: I have set a fields’ default value on a form. When I open the form from the Objects List, the default value is as defined in the form. When I open the form using the Service Request Console and the link as defined by the SRD, the field value is then empty. I ran an ACTL and Filter log and nothing in the log is clearing this field. Do I need to define this in the AOT or PDT? If so, does anyone know where? ARS 7.1, patch 002; SRM 2.2 patch 004; Inc Mgmt 7.0.03 patch 007 Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Does an SRD affect a fields' default value?
Looks like the field mapping on Open Window action is missing. Is this an Out of the Box form ? Thanks Mahesh On Mon, Oct 4, 2010 at 3:54 PM, Christine christineperryi...@yahoo.comwrote: I have set a fields’ default value on a form. When I open the form from the Objects List, the default value is as defined in the form. When I open the form using the Service Request Console and the link as defined by the SRD, the field value is then empty. I ran an ACTL and Filter log and nothing in the log is clearing this field. Do I need to define this in the AOT or PDT? If so, does anyone know where? ARS 7.1, patch 002; SRM 2.2 patch 004; Inc Mgmt 7.0.03 patch 007 Thanks, Christine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Developer Studio without any perspective
Did you try to reset the perspective. Window -- Reset Perspective. Thanks Mahesh On Thu, Sep 23, 2010 at 5:17 AM, tristan.rop...@t-online.de tristan.rop...@t-online.de wrote: ** Hi, I have a problem with installing Developer Studio 7.5, Patch 6 on Windows XP. The installation was fine and i can start der Developer Studio tool, but there is no information or selections in this tool. I can not enter any server information. I tried to install the software anywhere else on the computer, but i had no success. Any advice appreciated ! Many thanks Tristan _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Data Extraction: Foundation, Process Set Up and Transactional Data
Using the Data Management Tool spreadsheets, you can identify the forms associated with various types of data. For example: *Foundation Company COM:Company COM:Company Alias Site SIT:Site SIT:Site Alias CTM:Region SIT:Site Group SIT:Site Company Association Department CTM:People Organization Support Group CTM:Support Group CTM:Support Group Assignments CTM:Support Group Alias CTM:Support Group On-Call Business Time Workdays Business Time Holidays People CTM:People Template CTM:People CTM:People Template PG CTM:People Template SG CTM:People Template SFR CTM:Login ID CTM:People Wallet CTM:People HR Attendance Mgmt CTM:People HR Time Management CTM:People Education CTM:People Travel Profile CTM:People Benefit Info CTM:People IT Skills CTM:People WorkLog NTE:CFG-Notification Events CTM:People Permission Groups CTM:Support Group Association CTM:SupportGroupFunctionalRole Operational Catalog CFG:Service Catalog CFG:Service Catalog Assoc Product Catalog PCT:Product Catalog PCT:Product Alias PCT:ProductCompanyAssociation PCT:Product Model-Version PCT:ModelVersion Patch PCT:ProductCatalogAliasMappingForm Generic Catalog CFG:Generic Catalog CFG:GenericProdServiceAssoc CFG:GenericCompanyModuleAssoc Process Incident HPD:Template HPD:TemplateSPGAssoc HPD:Template Associations CFG:Scripts CFG:Group Event Mapping CFG:Decision Tree CFG-DecisionTree-MainBranch CFG:Decision Tree-Branch CFG-DecisionTree-BranchItem Transaction Incident HPD:Help Desk HPD:Associations HPD:WorkLog HPD:Impacted Areas* Thanks Mahesh On Tue, Sep 21, 2010 at 4:20 PM, Raj ravi6...@gmail.com wrote: Hello All, Need to extract all data from an environment and import into other. Which would the best way to approach this ? Also, How can I find/distinguish which forms are related to Foundation Data, Which are Process Set Up Data Forms and Which are Transactional Data Forms ? Again, what would be the best way to export data from these and import data from these ? Admin tool or Data Management Tool , or Third Party tool ? Also for data extractions , can I use like a third party tool and do data exports for forms starting with A, then move on to B and so on until I finish with all the regular forms ? Please advise and share your experiences. Thanks, Raj ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation?
Okay. The below filter doesn't exist in ITSM 7.6 but in ITSM 7.0.03 it does and it does a set field action from NTE:CFG-Notification Events. Thanks Mahesh On Sun, Aug 29, 2010 at 5:50 PM, Pierson, Shawn shawn.pier...@sug.comwrote: ** I’ve verified that they exist, but I’m wondering if some records that should be in place are no longer there. Upon further investigation, I see in Change Management a filter is being called named NTE:NPC:GetPreferences_155_NTE, which is unable to find anything, and immediately after that the record in NTE:SYS-NT Process Control is deleted. I’m currently testing some things in that area, but I’m thinking that it’s possible that SRM deleted the data in the form that it’s referencing. Thanks, *Shawn Pierson * Remedy Developer | Southern Union *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Sunday, August 29, 2010 5:36 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** ITSM 7.6 Notification sub-system doesn't contain the following forms. 1. NTE:SYS-Group NT Control 2. NTE:SYS-Individual NT Control Make sure if these forms exist as ITSM 7.0.03 uses them. Thanks Mahesh On Sun, Aug 29, 2010 at 10:40 AM, Pierson, Shawn shawn.pier...@sug.com wrote: ** Good morning, I upgraded our SRM 2.2 install to 7.6, and everything seemed to have went well until we started trying to use ITSM and noticed that it is incapable of generating emails. The Email Engine itself works, so our custom applications that don’t use the NTE subsystem are fine, but most other emails from ITSM simply don’t get generated. In my Filter log, I see (in the example of Change Management) that it gets to the filter CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! and pushes the data correctly, but after that I don’t see anything occur where it would send an email. I do see that the Change Manager information is pulled back in NTE:NPC:GetPreferences_150_PeopleSupportStaff, but beyond that it doesn’t really do anything. So basically, my Production system is dead in the water because of this. We’re on ITSM 7.0.3 Patch 9 and Patch 7000, and this only became an issue after upgrading to SRM 7.6 Patch 1. Unfortunately, it looks like SRM modified thousands of ITSM forms, fields, and workflow, so there is no good way to tell what could have been affected by this. Also unfortunately, BMC support has been less than helpful, trying to tell me it’s just a performance problem, and not listening to me and for some reason thinking that it only affects Approval emails. Thanks, *Shawn Pierson * Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation?
Unfortunately it got past our testing since we aren’t allowed to have the Email Engine on in our dev/test environment. You may want to build work-flow to ensure that emails go out only to the desired People. This is of huge advantage during UAT sessions. Thanks Mahesh On Sun, Aug 29, 2010 at 6:04 PM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Tauf, Unfortunately it got past our testing since we aren’t allowed to have the Email Engine on in our dev/test environment. I did check that the SYS:Notification Messages form is populated with the relevant messages, and all the forms that it pulls data from are as well as I can tell too. An unfortunate thing with support is that I opened this call on Friday, but since we have Fast Track support or whatever that model is, we don’t get help on the weekends, which unfortunately are when my users are out of the system and I am most free to make changes. I think on Monday I will follow up if I don’t hear back first thing in the morning. Thanks, *Shawn Pierson * Remedy Developer | Southern Union *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Chowdhury, Tauf *Sent:* Sunday, August 29, 2010 12:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** Shawn, Did you install this in a QA or DEV environment? Can you replicate the issue there? Have you checked the install logs and patch logs for errors? Just for kicks.. maybe check the NTE:Sysnotification messages form to see if the ITSM related records are there and active. Also, if the BMC support analyst is not understanding your issue or handling it correctly, just contact the support manager. You should have gotten their name in the e-mail confirmation on submission of your ticket. They are pretty good at following up. Good luck. -Original Message- From: Action Request System discussion list(ARSList) on behalf of Pierson, Shawn Sent: Sun 8/29/2010 11:40 AM To: arslist@ARSLIST.ORG Subject: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? Good morning, I upgraded our SRM 2.2 install to 7.6, and everything seemed to have went well until we started trying to use ITSM and noticed that it is incapable of generating emails. The Email Engine itself works, so our custom applications that don't use the NTE subsystem are fine, but most other emails from ITSM simply don't get generated. In my Filter log, I see (in the example of Change Management) that it gets to the filter CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! and pushes the data correctly, but after that I don't see anything occur where it would send an email. I do see that the Change Manager information is pulled back in NTE:NPC:GetPreferences_150_PeopleSupportStaff, but beyond that it doesn't really do anything. So basically, my Production system is dead in the water because of this. We're on ITSM 7.0.3 Patch 9 and Patch 7000, and this only became an issue after upgrading to SRM 7.6 Patch 1. Unfortunately, it looks like SRM modified thousands of ITSM forms, fields, and workflow, so there is no good way to tell what could have been affected by this. Also unfortunately, BMC support has been less than helpful, trying to tell me it's just a performance problem, and not listening to me and for some reason thinking that it only affects Approval emails. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Re: Attaching Spreadsheet to SRM and Submitting it to Work Order Work Info
Have you looked into the possibility of using an Advanced Interface Form ? Thanks Mahesh On Mon, Aug 23, 2010 at 3:02 AM, Richard Matovu rich...@matrich.net wrote: ** Hi all, As I was creating a service request in SRM, I came across a bottleneck of the number of fields I could have so I thought of having some of the fields in a spreadsheet which could be attached as part of the service request. With that idea, I would like to : - Have a spreadsheet template attached on the service request form so that the requester can download it; fill in the necessary fields and attach it to the service request - After submission, I would like the attached spreadsheet file to be placed in the Work Order - Work Info tab. So far, I have implemented the service request using a Work Order Template backend but I don't know how I can attach the spreadsheet template onto the service request and when I attached a file, the file is saved in the Request Details inside Activity Log Details and not sent to the Work Order - Work Info tab. I will be very grateful for your help. Thanks and Kind Regards, Richard _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM 2.2 p2 - Issue with data mapping to backend request
So, are you mapping the question responses to any of the SR Type Fields and then doing a concatenate ? How is the mapping defined ? Thanks Mahesh On Mon, Aug 9, 2010 at 3:04 PM, Chowdhury, Tauf tauf.chowdh...@frx.comwrote: ** We are having an issue in which User responses to questions are not being mapped to the backend incident. There are no errors that are obvious but what is strange is that the Labels are pushed to the Notes field but the User collected responses are not. If I look at the Service Request itself, I see all the user responses but it is not being translated to the backend request. We have made sure it’s not an entitlements issue or permissions issue as this happens even with an Admin account. Has anyone run into this? Thanks in advance. *T**auf** **C**howdhury** **|** **F**orest** **L**aboratories**, **I**nc.* ** 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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: modifying OOTB incident create Web Service
Another thing that may not be directly related to this subject is the Search criteria or various forms. For example, on the Incident we can search for a person based on Last Name, Corporate ID, Email but not Login ID and then it retrieves everyone ignoring the People Profile Status. I think it should retrieve People only with a profile status of Enabled. Thanks Mahesh On Thu, Aug 5, 2010 at 11:02 AM, strauss stra...@unt.edu wrote: ** Use Corporate ID for the Empl serial number (that is what it is for). In ITSM 7.6 they _*finally*_ added Corporate ID throughout the application as an identifying value for customers, which may lessen your concerns that First and Last are required – again, throughout the applications. You may want to add a custom filter to populate First and Last after you supply Corporate ID to the HPD_IncidentInterface_Create_WS, but I cannot say if that is necessary since we do not use the web services. Otherwise you may have to disable the workflow that traps for missing First and Last values while an Incident is being created. Unfortunately they still have not added Login_ID (in 7.6), which is what we have to use for _*everything*_ where customer records are concerned; we continue to have to customize the apps, but at least Corporate ID is no longer a part of that customization like it was in ITSM 7.0.0x. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *sayana dixit *Sent:* Thursday, August 05, 2010 10:43 AM *To:* arslist@ARSLIST.ORG *Subject:* modifying OOTB incident create Web Service ** Hi all, I have a requirement to modify the HPD_IncidentInterface_Create_WS in such a way that First name and Last name should no more be a required field, rather there should be a new field on the WSDL called Empl serial number and that should be a required field. Also , i need to create a workflow which would populae the first name and last name on HPD:Incidentinterface_Create form using Empl serial num(from web service) and thus creating the incident ticket. Any ideas /thoughts on this, please share.. Regards Sayana _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: modifying OOTB incident create Web Service
Why not create a custom Web Service which should be fairly easier and quicker ? Thanks Mahesh On Thu, Aug 5, 2010 at 1:20 PM, sayana dixit sayanadi...@gmail.com wrote: ** Thanks for the reply, Here is what i understood.. Right now we have two option..if we go for upgrade from 7.5 to 7.6 , atleast we can get the corporate ID field available on published web services, but the second part of populating first and last name is still remaining and need to get it done by some cusom work flow. If we remain on 7.5 and still want to achieve the solution then need to develop both requirement 1) make corporate ID available 2) create custom workflow to populate first and last name. Regards Sayana. On Thu, Aug 5, 2010 at 10:18 AM, strauss stra...@unt.edu wrote: ** Don’t know why, but I agree; I’m in the middle of brain surgery on the 7.6 CTM:PPS:Search workflow to add Login_ID everywhere (and remove my customizations for Corporate ID that are now redundant), and I’ll try to see if it can be done. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Thursday, August 05, 2010 12:13 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: modifying OOTB incident create Web Service ** Another thing that may not be directly related to this subject is the Search criteria or various forms. For example, on the Incident we can search for a person based on Last Name, Corporate ID, Email but not Login ID and then it retrieves everyone ignoring the People Profile Status. I think it should retrieve People only with a profile status of Enabled. Thanks Mahesh On Thu, Aug 5, 2010 at 11:02 AM, strauss stra...@unt.edu wrote: ** Use Corporate ID for the Empl serial number (that is what it is for). In ITSM 7.6 they _*finally*_ added Corporate ID throughout the application as an identifying value for customers, which may lessen your concerns that First and Last are required – again, throughout the applications. You may want to add a custom filter to populate First and Last after you supply Corporate ID to the HPD_IncidentInterface_Create_WS, but I cannot say if that is necessary since we do not use the web services. Otherwise you may have to disable the workflow that traps for missing First and Last values while an Incident is being created. Unfortunately they still have not added Login_ID (in 7.6), which is what we have to use for _*everything*_ where customer records are concerned; we continue to have to customize the apps, but at least Corporate ID is no longer a part of that customization like it was in ITSM 7.0.0x. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *sayana dixit *Sent:* Thursday, August 05, 2010 10:43 AM *To:* arslist@ARSLIST.ORG *Subject:* modifying OOTB incident create Web Service ** Hi all, I have a requirement to modify the HPD_IncidentInterface_Create_WS in such a way that First name and Last name should no more be a required field, rather there should be a new field on the WSDL called Empl serial number and that should be a required field. Also , i need to create a workflow which would populae the first name and last name on HPD:Incidentinterface_Create form using Empl serial num(from web service) and thus creating the incident ticket. Any ideas /thoughts on this, please share.. Regards Sayana _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: modifying OOTB incident create Web Service
FYI If you are running ITSM 7.0 Incident Management along with SLM and are trying to upgrade to ITSM 7.6 Patch 1, there is a defect (# SW00343855) associated with the installer which would require an intermediate step of upgrading to 7.5.1 Patch 3. Thanks Mahesh On Thu, Aug 5, 2010 at 2:45 PM, strauss stra...@unt.edu wrote: ** My “notes” indicate that Corporate ID (and Internet Email) was added to CTM:People Search and the Best practice View of Incident in version 7.5 or 7.5.01. They do NOT indicate whether or not it had been added to HPD:IncidentInterface_Create in 7.5. I only ran one test upgrade from 7.0.03.009 to 7.5.01.001, and it went so badly that I deleted the db, so I can’t go back and look. I just happen to working on an upgrade from 7.0.03.009 to 7.6.00.001 right now, so that is all that I have to work with, plus a clean reference copy of 7.6.00.001. So you _*should*_ have what you need in ITSM 7.5, unless they never added Corporate ID to HPD:IncidentInterface_Create and its web services interface (I wouldn’t know). Can anyone with an ITSM 7.5.x system available clarify that for Sayana?? Personally, I want to be on 7.6 with Best Practice views available for ALL of the applications, not just Incident as in 7.5, even though the vast majority of my support staff will want to start out on the Incident classic view because it is familiar. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *sayana dixit *Sent:* Thursday, August 05, 2010 1:21 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: modifying OOTB incident create Web Service ** Thanks for the reply, Here is what i understood.. Right now we have two option..if we go for upgrade from 7.5 to 7.6 , atleast we can get the corporate ID field available on published web services, but the second part of populating first and last name is still remaining and need to get it done by some cusom work flow. If we remain on 7.5 and still want to achieve the solution then need to develop both requirement 1) make corporate ID available 2) create custom workflow to populate first and last name. Regards Sayana. On Thu, Aug 5, 2010 at 10:18 AM, strauss stra...@unt.edu wrote: ** Don’t know why, but I agree; I’m in the middle of brain surgery on the 7.6 CTM:PPS:Search workflow to add Login_ID everywhere (and remove my customizations for Corporate ID that are now redundant), and I’ll try to see if it can be done. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Thursday, August 05, 2010 12:13 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: modifying OOTB incident create Web Service ** Another thing that may not be directly related to this subject is the Search criteria or various forms. For example, on the Incident we can search for a person based on Last Name, Corporate ID, Email but not Login ID and then it retrieves everyone ignoring the People Profile Status. I think it should retrieve People only with a profile status of Enabled. Thanks Mahesh On Thu, Aug 5, 2010 at 11:02 AM, strauss stra...@unt.edu wrote: ** Use Corporate ID for the Empl serial number (that is what it is for). In ITSM 7.6 they _*finally*_ added Corporate ID throughout the application as an identifying value for customers, which may lessen your concerns that First and Last are required – again, throughout the applications. You may want to add a custom filter to populate First and Last after you supply Corporate ID to the HPD_IncidentInterface_Create_WS, but I cannot say if that is necessary since we do not use the web services. Otherwise you may have to disable the workflow that traps for missing First and Last values while an Incident is being created. Unfortunately they still have not added Login_ID (in 7.6), which is what we have to use for _*everything*_ where customer records are concerned; we continue to have to customize the apps, but at least Corporate ID is no longer a part of that customization like it was in ITSM 7.0.0x. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *sayana dixit *Sent:* Thursday, August 05, 2010 10:43 AM *To:* arslist@ARSLIST.ORG *Subject:* modifying OOTB incident create Web Service ** Hi all, I have a requirement to modify the HPD_IncidentInterface_Create_WS in such a way that First name and Last name should no more be a required field, rather
Re: modifying OOTB incident create Web Service
Yeah, this is a new defect that was identified about a week ago. The installer would complete with warnings and the log files indicate that the workflow was not imported - about 17 or 18 def files that won't get loaded. Thanks Mahesh On Thu, Aug 5, 2010 at 3:08 PM, strauss stra...@unt.edu wrote: ** I am WAY past that now, including upgrading SLM 7.1.00.002 to 7.6 and applying 7.6.00.01 – back in early June. I have never heard of any requirement to upgrade by way of 7.5.01.003, so of course I did not.. What did I miss? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mahesh *Sent:* Thursday, August 05, 2010 3:02 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: modifying OOTB incident create Web Service ** FYI If you are running ITSM 7.0 Incident Management along with SLM and are trying to upgrade to ITSM 7.6 Patch 1, there is a defect (# SW00343855) associated with the installer which would require an intermediate step of upgrading to 7.5.1 Patch 3. Thanks Mahesh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: disable auto assignement
I think you have assignment configuration records that are selected for Problem Management too. In that case, de-select Problem management under Available Systems. [image: Assigment.jpg] Thanks Mahesh On Wed, Aug 4, 2010 at 7:48 AM, Pavan Kumar pava...@adea.com wrote: ** Hi Remedy Experts, In my problem management if I left the assignee empty it’s picking random name from the support group, can anyone please help me to disable this auto assignement. Thanks Regards, Pavan Kumar -- CONFIDENTIALITY CAUTION/DISCLAIMER Transmission of this email is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any action in reliance upon this information by the person or entity other than the intended recipient is prohibited and would be at their risk and responsibility. While Adea takes adequate protection against viruses, neither the sender of this mail nor Adea accepts any responsibility or liability for interception, corruption, delay or any virus introduced by this e-mail or any attachment. If you are not the intended recipient or if you have received this in error, please delete this email with attachments, if any, and inform the sender. Thank you for your understanding and co-operation _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are Assigment.jpg
Re: How to get the Subject line when sending an email that performs a submit action?
This is what I would do. 1. A Staging Form to store all Incoming Emails. 2. A filter on AR System Email Messages that will push the Incoming email to the above staging form. 3. Filter(s) on the staging form to parse the number (using functions STRSTR, LTRIM, SUBSTR) from the subject line. 4. Filter that will push the incoming email message to the corresponding work log based on the above parsed number. Thanks Mahesh On Wed, Aug 4, 2010 at 9:33 AM, Martinez, Marcelo A marc...@cpchem.comwrote: Maybe someone else can chime in and elaborate on how they are updating tickets via email?? I know when tickets are created via email, they are staged on the HPD:IndicentInterface_Create form. but I don't know if this holds true for Modify actions -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Sergio Tomillero Sent: Wednesday, August 04, 2010 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: How to get the Subject line when sending an email that performs a submit action? Hello Marcelo, You are right. Users just want to update the ticket, but I prefer doing it through an bridge form to perform some operations and not to overload HPD:Help Desk form. May be I am wrong and should be better to do an update directly to HPD:Help Desk. Thank you for your comments, that are well appreciated. Kind regards, Sergio Tomillero -- View this message in context: http://ars-action-request-system.1093659.n2.nabble.com/How-to-get-the-Subject-line-when-sending-an-email-that-performs-a-submit-action-tp5371700p5372724.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Auto-populating WO Fields without info entered
Hi Richard First thing, I would recommend is to contact BMC and find out if they have a quick fix. This issue has been around over a year now and they should definitely have something. Thanks Mahesh On Tue, Jul 27, 2010 at 11:42 PM, Richard Matovu rich...@matrich.netwrote: ** Hi Mahesh, Yes, it is SRM 2.2 Patch 2. How do I solve this defect? Could you please send me any links, tutorials or pointers? Thanks and Kind Regards, Richard On Wed, Jul 28, 2010 at 6:19 AM, Mahesh mchand...@gmail.com wrote: ** What is the SRM version ? The last time I saw this defect (# SW00320171) was on SRM 2.2 Patch 2. Thanks Mahesh On Tue, Jul 27, 2010 at 6:27 AM, Richard Matovu rich...@matrich.netwrote: ** Hi, I created a service request which gathers information to populate a work order template utilizing the Details 2 tab to store the gathered information. The fields which were mapped include WO Type Field 11_Char, WO Type Field 12_Char to WO Type Field 17_Char. However, when a user fills the information, the fields which he doesn't fill in are also auto-populated with values got from the other fields instead of having blanks in those fields which were not filled. Anyone else who has come across this or knows a solution, please help. I will be very grateful for your help. Thanks and Kind Regards, Richard _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Matovu Richard Matrich Email: rich...@matrich.net Web: http://www.matrich.net/ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS v7.5 - importing forms changed Table ID
I would also recommend querying the ARSCHEMA table to get the View Name and then in the next action use that view name. Example: Action 1: SELECT ViewName FROM ARSCHEMA WHERE NAME = '$SCHEMA$' Action 2: UPDATE $ViewName$ SET WHERE Thanks Mahesh On Wed, Jul 28, 2010 at 11:15 AM, LJ LongWing lj.longw...@gmail.com wrote: ** That is always a chance…but I would trust archgid more than I would trust me doing it manually….and I agree with your assessment, TID should NEVER be used in direct SQL….I ALWAYS recommend using View names instead of table ids….still fragile, but less so that table id J *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Guillaume Rheault *Sent:* Wednesday, July 28, 2010 9:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS v7.5 - importing forms changed Table ID ** interesting, I forgot about that one... I've used archgid to change field IDs only. Never tried for a form/table ID. Not sure if I would use it though...if it's one of those features that are not heavily used, you may end up finding an undocumented feature! Guillaume -- *From:* Action Request System discussion list(ARSList) [ arsl...@arslist.org] on behalf of LJ LongWing [lj.longw...@gmail.com] *Sent:* Wednesday, July 28, 2010 11:46 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS v7.5 - importing forms changed Table ID ** You could use archgid, it can change table ID’s too….it goes through the system and updates all appropriate references…..while I’ve never used it for forms, I have used it for fields successfully in the past. Do a search for recent posts regarding where to get the latest version from the jar files J *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Susan Palmer *Sent:* Wednesday, July 28, 2010 9:22 AM *To:* arslist@ARSLIST.ORG *Subject:* ARS v7.5 - importing forms changed Table ID ** Hi Everyone, We gave up trying to do the ARS v7.5 platform upgrade on our servers. Five months was enough time to waste on that. Yes, we tried everything ... that's not my question here today. So, we decided to build a new server (vm) and start from scratch with a brand new ARS v7.3 P3 install. That worked great. ITSM is NOT involved in this process at all. Then I exported forms and other workflow objects and did the imports. Kind of a long job because the new server database is on a very slow SAN (nothing I can fix right now). It had not occurred to me that I would loose my original Table ID associated with that form on another server. This is a problem since there is workflow with SQL statements which of course I can change. But, we also have numerous programs pulling data from Remedy that use the Table ID's created by another development group. This would require them to change their programs, possibly dblinks etc. Not a prospect I'm looking forward to. I've only imported data in a couple of forms so far (12 hours worth) and don't want to proceed if I'm going to delete it anyway. I'm using rrrChive for the data and thankfully it's bringing over the correct field 1 values. I do have to figure out how to use rrrChive to include a date modified parameter to get updates. Has anyone been successful at changing a Table ID and how did you do it? Were there any ramifications? Appreciate your help, thanks, Susan Oracle 10g ARS 7.5P3 Solaris 10 Susan Palmer ShopperTrak 200 W Monroe St Floor 11 Chicago, IL 60606 312-529-5325 spal...@shoppertrak.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS v7.5 - importing forms changed Table ID
I am assuming that you will have the same issue in future migrations/upgrade and I would rather spend time analyzing/ tweaking/ optimizing workflow by removing hardcoded values, use Views in Direct SQL etc.. which may result in better system performance. Just an opinion. Thanks Mahesh On Wed, Jul 28, 2010 at 1:30 PM, Susan Palmer suzanpal...@gmail.com wrote: ** I had 400+ forms to import and what it did was give them sequential numbers. Usually I've just copied the database over but with the old vs new version that was not going to work. I can't say I gave the table ID much thought ahead of time but will certainly remember going forward. So all the table IDs I want to use are already used. But the good news is there are really only about 10 tables I have to manipulate. I did a quick survey of the other application owners and there's a mixed bag with several using Table IDs. My choices appear to be: 1. Use archgid to change the wrong table to a new number and then change the right table to the number it should be. But I cannot find archgid on the server, where to get it in the KB. There was a post about using the windows_zg_ia_sf.jar file which I have but I have to get the server guys to put it on the unix server. And then I guess magically I'll find archgid there. Does archgid change all the related table IDs, T, H, B etc? 2. I think it was Fred's idea to basically delete the wrong forms in question. Reset set the Table ID and then import them individually after each required Table ID reset. I assume that I reset the Table ID in the database. Rather than play around maybe someone could provide the correct sql statement. I'd have to reimport the workflow objects etc also and the 11hrs worth of data which of course is on one of the forms will need to be recopied over. But I figure I only have in the neighborhood of 200 hrs of data to move so that's not the worst of it. #1 sounds good and I have some garbage forms to test it on. Any other last thoughts? Is the table ID buried in anything else? I have only seen the schema name in workflow and checked but didn't see anything obvious that might be a cross reference. I really do appreciate the input. These are the kinds of things you want to talk over. Ok, so I do talk to myself but sometimes I'm not as creative as you ! Thanks, Susan On Wed, Jul 28, 2010 at 12:10 PM, Guillaume Rheault guilla...@dcshq.com wrote: ** LJ, I don't disagree...I am just saying that using that function of archig may still pose a risk, since it is probably not used often, even though it seems a small risk. But if I ever had to change the table ID, I would use the archig utility, I would not do the manual updates at all. Susan: Yet another option is to create a database view with the schemaid you would like,provided of course there is no tabeld with that ID. So for instance let's sat you have table T500 and you would like T300, check whether there is a table T300, and if not, create a daatbase view caleld T300 that referes to table T500. This way, you don't need to change anything on the Remedy structures. Guillaume -- On Wed, Jul 28, 2010 at 11:15 AM, LJ LongWing lj.longw...@gmail.comwrote: ** That is always a chance…but I would trust archgid more than I would trust me doing it manually….and I agree with your assessment, TID should NEVER be used in direct SQL….I ALWAYS recommend using View names instead of table ids….still fragile, but less so that table id J _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Approvals based on Requestor's Department
I think you can achieve this in SRM 7.6. Thanks Mahesh On Tue, Jul 27, 2010 at 7:14 AM, Richard Matovu rich...@matrich.net wrote: ** Hi all, I have defined several service request to be approved using Service Request Approval - Level instead of Management Chain. However, on the Approval Mappings, the mapping criteria is only Navigation Categories, SRD Information and Requestor Information. Is there any way out-of-box to do approvals based on the requestor's department e.g. for IT, the approval go to a certain group and for HR, the approvals to another group. I saw it was possible with change and I am wondering why not for Service Requests. I will be very grateful for any help. Thanks, Richard _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
