Re: Pre-fetch Configuration

[Mahesh Chandra]

The prefetch process is performed when the web server is restarted.

Thanks
Mahesh

On Tue, Aug 4, 2009 at 12:39 PM, Pargeter, Christie :CO IS  wrote:

> ** Hi All - I am trying to setup my pre-fetch for Mid Tier but it doesn't
> seem to be doing anything.
>
> On the Mid Tier Config / Cache Setting page I have (where ... is other form
> names)
> 
> http://www.bmc.com/remedy/midtier/midtier
> ">
>   
> appadmin
> en_US
> 
>   ssoremdev1v
>  
> AP:Alternate 
> 
> ...
>  
> Home Page
> 
> 
>   
>   
> 
>
> Yet, when I press the Flush Cache button and then log onto the server the
> system still has to load each page.  What am I missing?
>
> Thanks!
>
> ARS/Midtier 7.1 p 6
> ITSM 7.0.3 p 9
> Windows IIS / Tomcat
> MS SQL 2005
>
>  --
>
> *Christie Pargeter *
> * Legacy Health IS - Programming
> SR Technical Analyst
> * cparge...@lhs.org   *  **1120 Building*  tel: 503-415-5149
>
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Re: SRM

[Mahesh Chandra]

You may want to Refer Chapter 4 of SRM 2.2 installation guide.

Thanks
Mahesh

On Fri, Oct 16, 2009 at 9:28 AM, Kathy Morris wrote:

> ** Does SRM work with ITSM 6?
>
> What is SAM?
>
>
>
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Re: Integrating SRM with Blackberry

[Mahesh Chandra]

You could use HTML formatted emails for Approval with a hyperlink "Approve"
and "Reject". Clicking on the hyperlink must trigger an email to Remedy and
have workflow to update the approval status.

Thanks
Mahesh

On Tue, Nov 24, 2009 at 10:24 PM, Prasanth Prabhakaran <
prasanth.prabhaka...@ust-global.com> wrote:

> **
>
> John,
>
>
>
>  I’m planning to implement approval through blackberry.
>
>
>
> Best Regards,
>
> Prasanth.P
>
> 999-559-5875
>
>
>
> *From:* John Sundberg [mailto:john.sundb...@kineticdata.com]
> *Sent:* Tuesday, November 24, 2009 10:51 PM
> *To:* Prasanth Prabhakaran
> *Subject:* Re: [ARSLIST] Integrating SRM with Blackberry
>
>
>
>
>
>
>
> Integrating SRM with Blackberry -- what do you mean?
>
>
>
> Being able to Request a service?
>
> Being able to check status of a service?
>
> Being able to approve?
>
> Being able to fulfill?
>
>
>
>
>
>
>
> The main issue is -- SRM is built on MidTier -- MidTier does not support
> the blackberry. So -- if you want to integrate it -- you are probably going
> to end up writing your own .java .jsp etc
>
>
>
>
>
>
>
> I would think it would be easiest to tackle the approvals. Requests and
> fulfillments may be quite dynamic -- and therefore much harder.
>
>
>
>
>
>
>
> -John
>
>
>
>
>
>
>
> On Nov 24, 2009, at 4:14 AM, Prasanth Prabhakaran wrote:
>
>
>
>  **
>
> Hi All,
>
>
>
>   Anybody here integrated SRM with Blackberry ?
>
>
>
> Best Regards,
>
> Prasanth.P
>
> 999-559-5875
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
>
>
> --
>
> John David Sundberg
> 235 East 6th Street, Suite 400B
> St. Paul, MN 55101
> (651) 556-0930-work
> (651) 247-6766-cell
> (651) 695-8577-fax
> john.sundb...@kineticdata.com
>
>
>
>
>
>
>
>
>
>
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Re: Order in SRM. Is it possible to stablish an order in the requests?

[Mahesh Chandra]

Assuming you are on SRM 2.2,

   1. Open SRM:CategoryReference form
   2. Select Form->Form Properties
   3. Click on the Sort tab
   4. Click on Request ID in the "Sorted Fields" section and click the
   Remove button

Thanks
Mahesh

On Mon, Jan 18, 2010 at 3:52 AM, Alberto Mel. wrote:

> ** Hi all! and happy new year to all!.
>
> Anybode knows the way to order the service requests alphabetically?.
>
> Thank yo very much in advance!.
>
>
> Alberto
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Re: Reg: Help Text in Remedy

[Mahesh Chandra]

Assuming that you are doing help text for only some fields and in a
ITSP/ITSM environment



1.  Please a button beside the field and change the image of the button
to question mark or whatever is appropriate to your environment.



2.  Add a record in SYS:Message box with a unique message tag



3.  Create an Active link

Execute on

-  Above created button

If Action

-  Open Window

Form: SYS:Message

View: Help View - Medium

Field Mapping on Open Message Tag = "Above created unique message tag"



Thanks

Mahesh


On Tue, Sep 9, 2008 at 12:42 AM, Thiyagarajan Vedagiri <
[EMAIL PROTECTED]> wrote:

> **   Hi,
>   Is it possible to display the help text (tool tip) for field in a
> form, when the cursor is
>
> pointed to the field ? If so kindly let me know the steps to create the
> same
>
> Regards
> Thiyagu
>
> --
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Re: webservice

[Mahesh Chandra]

Hi Brandi

I just tried to create a record manually in SRM:Request_Create and it did
create a Service Request in the Request stub. All you have to do is pass the
Summary and Title Instance ID as parameters and the system will take care of
the rest.

In my scenario, it didn't create a Work Order and Task as my processes use
advanced interface forms but I assume that Requests made using web service
do not use any questions. All the info has to be passed in the Summary
field.

So, looks like the OOB web service works fine.  In our case, we already had
some custom web services in our ITSP Service Request Management, so we
just brought them over to ITSM.

Thanks
Mahesh




On Thu, Sep 11, 2008 at 12:41 PM, Brandi Barbour <
[EMAIL PROTECTED]> wrote:

> **
> All,
> We have a 3rd party basic interface (java based) that we want to use a
> webservice to submit a WOI:Work Order entry.  So we were going to use the
> OTB webservice SRM_RequestInterface_Create_WS and that would automatically
> populate SRM:Request_Create then follow the same process as SRM so
> SRM:Request_Create to SRM:Request to WOI:Work Order.
>
> They are going to provide an XML to point to the
> SRM_RequestInterface_Create_WS webservice.  Is there SOAP code that needs to
> be modified?  Is this webservice automatically running?  Sorry this is the
> first time to use a webservice so any information would be appreciated.
> Thanks,
> Brandi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___

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Re: webservice

[Mahesh Chandra]

I just noticed that the Service Request is created in 'Draft' status and
when I moved it to 'Planning', it created the Work Order and its
corresponding Tasks.


I don't think you can create a Service Request (that uses Advanced Interface
Form) using OOB Web Service unless and until you build some custom work
flow. In our case, the data on these advanced forms is passed to a third
party application by invoking web services and also sometimes we auto close
Tasks based on the user input


By the way, what all changes did you do to the OOB work flow for the
advanced forms to work with

· 'Save as Draft' feature

· 'Add to Cart' feature.

· Open the form from 'Work Order' after the Request is submitted.

· Open the form from 'Task' after the Request is submitted.
Thanks

Mahesh


On Thu, Sep 11, 2008 at 2:58 PM, Brandi Barbour <
[EMAIL PROTECTED]> wrote:

> **
> Thank you Mahesh.. I am using advanced interface forms as well from the SRM
> interface to SRM:Request.  Can I manually set a value to trigger a work
> order from SRM:Request?
> Thanks,
> Brandi
>
>
>   *Mahesh Chandra <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 09/11/2008 03:52 PM   Please respond to
> arslist@ARSLIST.ORG
>
>To
> arslist@ARSLIST.ORG  cc
>   Subject
> Re: webservice
>
>
>
>
> **
>  Hi Brandi
>
> I just tried to create a record manually in SRM:Request_Create and it did
> create a Service Request in the Request stub. All you have to do is pass the
> Summary and Title Instance ID as parameters and the system will take care of
> the rest.
>
> In my scenario, it didn't create a Work Order and Task as my processes use
> advanced interface forms but I assume that Requests made using web service
> do not use any questions. All the info has to be passed in the Summary
> field.
>
> So, looks like the OOB web service works fine.  In our case, we already had
> some custom web services in our ITSP Service Request Management, so we just
> brought them over to ITSM.
>
> Thanks
> Mahesh
>
>
>
>
> On Thu, Sep 11, 2008 at 12:41 PM, Brandi Barbour <*
> [EMAIL PROTECTED] <[EMAIL PROTECTED]>> wrote:
> **
> All,
> We have a 3rd party basic interface (java based) that we want to use a
> webservice to submit a WOI:Work Order entry.  So we were going to use the
> OTB webservice SRM_RequestInterface_Create_WS and that would automatically
> populate SRM:Request_Create then follow the same process as SRM so
> SRM:Request_Create to SRM:Request to WOI:Work Order.
>
> They are going to provide an XML to point to the
> SRM_RequestInterface_Create_WS webservice.  Is there SOAP code that needs to
> be modified?  Is this webservice automatically running?  Sorry this is the
> first time to use a webservice so any information would be appreciated.
> Thanks,
> Brandi __Platinum Sponsor: *www.rmsportal.com* 
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>
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Re: webservice

[Mahesh Chandra]

If the third party application is passing a status value anything greater
than "Approved", the Work Order and Tasks get created.

Thanks
Mahesh

On Thu, Sep 11, 2008 at 2:58 PM, Brandi Barbour <
[EMAIL PROTECTED]> wrote:

> **
> Thank you Mahesh.. I am using advanced interface forms as well from the SRM
> interface to SRM:Request.  Can I manually set a value to trigger a work
> order from SRM:Request?
> Thanks,
> Brandi
>
>
>   *Mahesh Chandra <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 09/11/2008 03:52 PM   Please respond to
> arslist@ARSLIST.ORG
>
>To
> arslist@ARSLIST.ORG  cc
>   Subject
> Re: webservice
>
>
>
>
> **
>  Hi Brandi
>
> I just tried to create a record manually in SRM:Request_Create and it did
> create a Service Request in the Request stub. All you have to do is pass the
> Summary and Title Instance ID as parameters and the system will take care of
> the rest.
>
> In my scenario, it didn't create a Work Order and Task as my processes use
> advanced interface forms but I assume that Requests made using web service
> do not use any questions. All the info has to be passed in the Summary
> field.
>
> So, looks like the OOB web service works fine.  In our case, we already had
> some custom web services in our ITSP Service Request Management, so we just
> brought them over to ITSM.
>
> Thanks
> Mahesh
>
>
>
>
> On Thu, Sep 11, 2008 at 12:41 PM, Brandi Barbour <*
> [EMAIL PROTECTED] <[EMAIL PROTECTED]>> wrote:
> **
> All,
> We have a 3rd party basic interface (java based) that we want to use a
> webservice to submit a WOI:Work Order entry.  So we were going to use the
> OTB webservice SRM_RequestInterface_Create_WS and that would automatically
> populate SRM:Request_Create then follow the same process as SRM so
> SRM:Request_Create to SRM:Request to WOI:Work Order.
>
> They are going to provide an XML to point to the
> SRM_RequestInterface_Create_WS webservice.  Is there SOAP code that needs to
> be modified?  Is this webservice automatically running?  Sorry this is the
> first time to use a webservice so any information would be appreciated.
> Thanks,
> Brandi __Platinum Sponsor: *www.rmsportal.com* 
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>
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Re: Another Question about Web service Limitation

[Mahesh Chandra]

I do have some experience in invoking web services that returns a list of
records. Just make sure that the WSDL has a function that returns an
array structures so that you can define the Output mapping options in the
filter that consumes web service.



Thanks

Mahesh



On Thu, Sep 11, 2008 at 3:41 PM, Balakumar, Viswanathan <
[EMAIL PROTECTED]> wrote:

> ** HI ALL,
>
>
> I want to consume a Web service that returns me a List Type (List of
> Tickets\Records).
>
> Will i be able to capture them as different records in the Base Form?
>
> Looks like it is one of the limitations specified in the Integration
> document.
>
>
>
> Any Experience\Information related to this?
>
> Thanks,
> VB
>
>
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Re: Another Question about Web service Limitation

[Mahesh Chandra]

Hi Bala

You are welcome and I would be glad to help you.

Here is an example I found by googling.

http://www.cwjobs.co.uk/WebServices/LookupService/LookupService.asmx?WSDL


In my case, it was a WSDL provided by a .NET application and Initially I had
some problems with the WSDL and asked them to change the function so that
Remedy can handle it. It will little tricky for me and I had two
create two forms A and B. I invoke the webservice on Form A and the records
get created in Form B.

Let me know if you need help in mapping.

Thanks
Mahesh

On Thu, Sep 11, 2008 at 4:07 PM, Balakumar, Viswanathan <
[EMAIL PROTECTED]> wrote:

> Thanks for the Input Mahesh,
>
>
>
> Waiting for the WSDL from the Other Team, Will be able to test and ask more
> specific questions with the data types by then.
>
>
>
> Mean while looking for a public web service that returns a List so that I
> can test it. Any idea\information? Like weather service, stock quote..
>
>
> 
>
> From: Action Request System discussion list(ARSList) on behalf of Mahesh
> Chandra
> Sent: Thu 9/11/2008 3:58 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Another Question about Web service Limitation
>
>
> **
>  I do have some experience in invoking web services that returns a list of
> records. Just make sure that the WSDL has a function that returns an array
> structures so that you can define the Output mapping options in the filter
> that consumes web service.
>
>
>
> Thanks
>
> Mahesh
>
>
>
>
> On Thu, Sep 11, 2008 at 3:41 PM, Balakumar, Viswanathan <
> [EMAIL PROTECTED]> wrote:
>
>
>**
>HI ALL,
>
>
>I want to consume a Web service that returns me a List Type (List of
> Tickets\Records).
>
>Will i be able to capture them as different records in the Base
> Form?
>
>Looks like it is one of the limitations specified in the Integration
> document.
>
>
>
>Any Experience\Information related to this?
>
>
>Thanks,
>VB
>
>
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Re: SRM - AOT with template

[Mahesh Chandra]

You also need to map the fields on the SRD.

Mahesh

On Fri, Sep 12, 2008 at 6:16 AM, Raido Oja <[EMAIL PROTECTED]> wrote:

> ** Hi,
>
>  In SRM 2.2, I have created a service request that uses an AOT with an
> attached template. However I can't see that the fields preset in the
> template are being applied on the incident. Should I assume that somethings
> gone wrong with the install? My understanding was that if I am registering a
> template with the AOT, it will be applied to the incident in addition to the
> mapped fields. Can someone confirm that my understanding is correct.
>
> Thanks,
>
> Raido
>
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Re: Data load tool for Service Request Management 2.2

[Mahesh Chandra]

Hi Joe

If the environment is a mix and match, it is possible to import the
Navigational Categories, Work Order Templates and Task templates but not the
SRD's, PDTS and AOTs. (Ref: Page 324 of SRM 2.2 Admin Guide)

In our case, it was ITSP 3 Request Management to ITSM SRM 2.2. We had to
manually create AOT's and associate the Work Order Template to the AOT, then
create PDT and SRD.

Thanks
Mahesh


On Tue, Sep 16, 2008 at 12:30 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> I have some data for Navigational Categories, SRD's, Item details with
> SRD's, etc given to me in the form of a excel spreadsheet..
>
> Is there a tool available for data load for SRM 2.2 configuration data? Or
> is it pretty much something that I may need to build myself?
>
> Joe
>
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Re: Data load tool for Service Request Management 2.2

[Mahesh Chandra]

We will be very much interested if there is any such tool and I agree with
you, as a developer it is really a night mare doing the Data configuration
work.

I wish there was some Data Wizard tool to do this.

Regards
Mahesh
On Wed, Sep 17, 2008 at 4:42 PM, Joe DeSouza <[EMAIL PROTECTED]> wrote:

> **
> Thank you Mahesh..
>
> I was hoping for a tool to import the rest to make life a bit easier! I
> wonder if it would be too hard to build such a tool from scratch than to
> enter 900 billion configuration records by hand :-) Okay its not that much
> but you know what I mean.. 200 is a lot too and a lot more uninteresting to
> do manually than developing some ARS code to facilitate the same thing..
>
> Are you or anyone reading this post, aware of any 'behind the curtains'
> kind of a document about SRM that may be useful if one were to attempt to
> build such tools?
>
> Joe
>
> - Original Message 
> From: Mahesh Chandra <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, September 17, 2008 5:35:11 PM
> Subject: Re: Data load tool for Service Request Management 2.2
>
> ** Hi Joe
>
> If the environment is a mix and match, it is possible to import the
> Navigational Categories, Work Order Templates and Task templates but not the
> SRD's, PDTS and AOTs. (Ref: Page 324 of SRM 2.2 Admin Guide)
>
> In our case, it was ITSP 3 Request Management to ITSM SRM 2.2. We had to
> manually create AOT's and associate the Work Order Template to the AOT, then
> create PDT and SRD.
>
> Thanks
> Mahesh
>
>
> On Tue, Sep 16, 2008 at 12:30 PM, Joe DeSouza <[EMAIL PROTECTED]>wrote:
>
>> **
>> I have some data for Navigational Categories, SRD's, Item details with
>> SRD's, etc given to me in the form of a excel spreadsheet..
>>
>> Is there a tool available for data load for SRM 2.2 configuration data? Or
>> is it pretty much something that I may need to build myself?
>>
>> Joe
>>
>
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Re: change request error

[Mahesh Chandra]

Looks like the categorizations have changed and the template is fetching the
categorization which do not exist anymore.

When you try to change the Categorizations/Organization/Support Groups, they
do not change dynamically through out the application i.e on the
templates/provisioning..

Mahesh

On Tue, Sep 30, 2008 at 8:08 PM, sivarama velicheti <[EMAIL PROTECTED]>wrote:

> **
> Hi Group,
>
>
>I am running into an error when I am trying to create the change
> request. The error is as follows *"The operationa categorization
> information is invalid for the specified company. Use the menusto select
> this information"*. I never encountered such an error before. I did set
> all the operational categorization information which was not being used to
> offline a couple of days ago but that should not be affecting this process
> right. It is not a required field. Can any one please suggest why I am
> running into this error. I am on Ar Server 7.1 and change management
> 7.0.03.
>
> Thanks
> Sivarama
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Re: Change Management Task Issue

[Mahesh Chandra]

The Task template or Task Group template sequence must be set in that way
i.e. Task 1 is a predecessor of Task 2 or Task 2 is predecesor of Task 1.

Mahesh

On Thu, Oct 2, 2008 at 11:19 AM, Wong, Corey A <[EMAIL PROTECTED]>wrote:

> **
>
> We have a random issue with Change Management tasks where a Change Request
> will get into a Planning in Progress status and the Change Tasks are not
> activated.  What I mean by that is usually after the Change is approved it
> activates the first change task to Assigned.  If you close that task then it
> activates the next task and so forth.  We have a random scenario where we
> see the first task is cancelled but when someone tries to update the next
> task they get an error…
>
>
>
> This task (or group) must be activated (from the parent) before it can be
> changed to the status: Work in Progress (ARERR 45093)
>
>
>
> That task seems to be still in a Staged status, which should have been
> Assigned.  We have tried to duplicate this issue and we can't seem get it to
> same state, as the next task always seems to be Assigned and work as
> normal.  Has anyone had any issues with the Change Management tasks not
> activating in sequence?
>
>
>
> Thanks,
> Corey
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Re: FW: Webservice & Mid-tier Proxy setting Related.

[Mahesh Chandra]

Hi Bala

My 2 cents for this

   1. Check for the error code that is returned when you click LOAD in the
   Set Field action.
   2. Is this a secured WSDL ? If "Yes", please check if the ID has
   permissions to that WSDL.

Thanks
Mahesh

On Fri, Oct 3, 2008 at 11:13 AM, Balakumar, Viswanathan <
[EMAIL PROTECTED]> wrote:

> **  Hi,
>
>
> Looks like the Question bellow is not posted the first time.
>
> Any relevant information will also be helpful.thanks.
>
> Thanks,
> VB
> --
> *From:* Balakumar, Viswanathan
> *Sent:* Fri 10/3/2008 10:23 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Webservice & Mid-tier Proxy setting Related.
>
>   HI,
>
>
> I have a Proxy server in my network that stops the webservice which is
> invoking the vendors WSDL in Remedy (Consuming in a set field).
>
> I could view this WSDL in the IE (IE has configured by my network admin to
> auto detect the right Proxy server and port to make the HTTP and SSL
> Transfers).
>
>
>
> Even i could make the Webserivce testing tools like SOUPUI to view\test
> this WSDL after Setting the Proxy settings in that tool.
>
>
>
> *How do i set the Mid-tier to go through the specific Proxy server and
> port to make the HTTP and SSL transfers? *
>
>
>
> If the HTTP\SSL request is not going out through this specific Proxy then
> my vendor is not receiving any request from my network and also when I click
> on LOAD in the Set field action to consume the webservice its not locating
> the WSDL.
>
>
>
> Hope I am clear in explaining what I am expecting and somebody can help
> answering this question.
>
> Thanks,
> VB
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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Re: Web service not updating WSDL?

[Mahesh Chandra]

I always follow this and I just did the same this morning.


1.   Open the WebService through admin tool.

2.   Re-name the functions/redo the mapping and all modifications that you
want to  accomplish.

3.  Save the Webservice now.

4.  Export the Webservice to a def file.

5.  Delete the WebService in the Admin Tool.

6.  Flush the Mid-Tier.

7.  Import the above file back into the system.

8.  Load the WSDL and Save it.

9.  Your changes should reflect now.
Mahesh

.

On Fri, Oct 10, 2008 at 12:50 PM, SUBSCRIBE arslist Melissa <
[EMAIL PROTECTED]> wrote:

> ** I'm trying to remove field mappings from a web service, but it's not
> showing them being removed from the WSDL.  Any idea how I can get the
> unmapped fields to be removed?
>  ARS 7.01
>  Thanks!
> Melissa __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are" html___
>

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Re: Results List Drill Down

[Mahesh Chandra]

My 2 cents



1.  Open the Form in the admin tool, click Form - Manage Views and you
will see a Default View specified.



2.  Disable the Drill Down option on the Table field and have an AL fire
on Return/Table Double click with an Open Window Action and the view
specified. If you want to open the default view, blank out the view. Remedy
will always open the default view if none is specified.



Thanks

Mahesh
On Tue, Oct 14, 2008 at 8:38 AM, Mac Rhoades <[EMAIL PROTECTED]> wrote:

> **
>
> I work in an environment with ARS 6.3 and HelpDesk 6.0. The HelpDesk has
> been heavily customized with multiple views for different groups in the
> company. I have seen this before but it has never been an issue until now.
>
> When doing a search in HelpDesk, the Results list comes up depending on the
> criteria of the search. When you select a line in the list with a single
> click, the resulting HelpDesk ticket is displayed using the correct view,
> again depending on what group the customer belongs to. That is all well and
> good. The problem that I have is that if you double-click on a line in the
> Results list, the original view (in this case, the IT HelpDesk view) comes
> up and not the view that the customer should see.
>
> I have looked in the documentation and can find nothing. Where in the Admin
> tool or workflow can I make a change so that I consistently get the correct
> view or can anything be done at all?
>
>
>
> Thanks,
>
> Mac Rhoades
>
>
>
> Disclaimer for DataPath
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Re: Generating email notifications from within the requester console.

[Mahesh Chandra]

Yeah, I would suggest the same thing as Matt.

On the button click, pop up the Email system form and add the record to the
corresponding (Incident/Request/Work Order/Task) Work Log.

You can also build some workflow where the incoming emails with a subject of
Incident/Request/Workorder/Task are pushed to the corresponding worklog.

Thanks
Mahesh

On Mon, Oct 20, 2008 at 12:22 PM, Gayford, Matthew C. <[EMAIL PROTECTED]>wrote:

> Neil,
>
> Take a look at the form called "Email System." You can use that as a
> template for your sendmail form. Then it's just a matter of placing a button
> in the incident management application to call the form and writing workflow
> to push the data back to the work log.
>
> Matt
>
> Matthew C. Gayford
> Technology Research & Development
> Information Technology Systems Division
> University of North Carolina Wilmington
> (910) 962-7177
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] On Behalf Of npeterson
> Sent: Monday, October 20, 2008 10:23 AM
> To: arslist@ARSLIST.ORG
> Subject: Generating email notifications from within the requester console.
>
> I am working with Remedy service desk 7.0 and have recently received a
> request to have a modification put into place that will allow a technician
> generate an update email from within the remedy console. I'm envisioning
> something like a field where I can make updates to the incident, push a
> button, which generates an email to the requester and also updates the
> incident. Does anyone have something like this in place, or any
> recommendations on how to achieve something like this?
>
> Thanks
>
> neilp
> --
> View this message in context:
> http://www.nabble.com/Generating-email-notifications-from-within-the-requester-console.-tp20068642p20068642.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: AD and CTM:People

[Mahesh Chandra]

Hi Kristina

My 2 cents for Profile Status Error on CTM: People

Firstly, when you are trying to push a record into CTM:People, pass a value
of "X" into the field "z1D Action".

And
On CTM:People, there is a filter named  CTM:PPL:GetStatusRulesRead_031
Please disable that and copy to a new one and change the run if (
'Profile Status' != 'DB.Profile Status') AND ( 'z1D Action' !=  "X" ) ,
then you should be good to go.

We had a similar problem on our ITSP and then now on ITSM.

Thanks
Mahesh

On Thu, Oct 23, 2008 at 7:01 AM, Kristina Hartman <
[EMAIL PROTECTED]> wrote:

> Hi.
>
> Pushing data to CTM:People from AD has turned out to be more complicated
> than we thought, too. We are using filters to listen to our staging
> form, look up some things and replace values, then push to CTM:People as
> needed. We discovered that there are some things AR ESCALATOR can't do
> because it's got a 'General Access' role--particularly the Profile
> Status. I dunno if it's recommended, but I had to go into the Sys:Status
> Transition Rules form to disable a couple of rules to allow General
> Access to change the status as we needed it to be changed. You'll know
> this is your problem if your logs complain about not having permission..
> There may be another way to accomplish this without changing the rules,
> but I'm pretty wet behind the ears myself.
>
> Anyway, we are pushing all the required fields plus site information
> (including street address, etc.), the notification language (so it will
> create an AR System User Preference for each individual), the manager's
> information, default notification method (alert if no email address),
> Access Restrictions, and some other stuff.
>
> It really came down to watching the logs and chasing each error one by
> one, especially the filter logs of the push and what happens on the
> people form after you've sent the data. We are still working on getting
> our account list in Remedy to accurately reflect AD--I've got the
> profile status figured out, now I have to figure out how to delete the
> accounts that have been deleted in AD (we're not live yet, so these
> accounts are just baggage at the moment--after go live we'll keep them
> for some duration before purging them).
>
>
> Kristina
>
>
> -Original Message-
> From: SPrasad [mailto:[EMAIL PROTECTED]
> Sent: Wednesday, October 22, 2008 11:01 PM
> Subject: Re: AD and CTM:People
>
> Hi Kathy,
>
> My name is SPrasad and i an new to this forum. I really need some help.
> Now
> I got a requirement from my client. The requirement is we need to send
> the
> people data from a staging form into V7 CTM:People form. We are getting
> this
> data into staging form from a View form. And from there I wrote
> Escalations
> to push that data into the staging form.
>
> After that I wrote one more Escalation on Push fields action to push
> data
> into CTM:People from staging form. In the Escalation I have included all
> the
> required fields. But still nothing is happenning. When I talked to BMC
> Customer support they are saying we need to updated something else but
> they
> are not telling what I need updated or Include in the Escalations.
>
> Environment:
>
> ARServer: 7.1.0 Patch 002
> ITSM : V7
>
> Could plese somebody help me how to populate the data in the CTM:People
> form
> from a staging form. And any help would be really appreciated. Thanks.
>
> Thanks
> SPrasad
>
>
>
>
> --
> View this message in context:
> http://www.nabble.com/AD-and-CTM%3APeople-tp17235513p20123594.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
> 
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Re: Creating an Automated Email System

[Mahesh Chandra]

My 2 cents to update an existing ticket from incoming emails.



1.  Create a Staging Form that will have all the Incoming Emails.



 This staging form will have fields - Subject, Message, Incident ID,
Task ID, and Service Request ID etc….



2.  Create Filter(s) that fires on submit with a Run If qualification(s)
of "INC0%" or "REQ0%" or "WO0%" or "TAS0%" or "CRQ%" parse the
respective number (using functions STRSTR, LTRIM, SUBSTR) and set it into
the corresponding field.



3.  Then, push it to the corresponding work log.



This assumes that



· The Subject Line of the email will contain Incident/Request/Work
Order/Task ID.

· It is an ITSM 7 environment.



Thanks

Mahesh

On Wed, Oct 29, 2008 at 7:05 AM, Shrestha, Manjari R. <
[EMAIL PROTECTED]> wrote:

> **
>
>
>
> Hello List,
>
>
>
> I need some inputs on creating an Automated E-mail application where a
> Customer sends an ordinary e-mail to an inbox which will be submitted to the
> ARS Inbox. I am planning to have all the e-mails from this inbox get
> submitted to a holding form where I can have choice of creating a new
> ticket, add to existing ticket or deleting the e-mail.
>
>
>
> I am planning on having a filter fire when a new E-mail arrives so it gets
> submitted to the Email Holding form where agents can take further actions on
> the email. Any input will be much appreciated.
>
>
>
> Thanks!
>
>
>
> *Manjari R. Shrestha*
>
> Junior Programmer Analyst
>
> * *
>
> *SAIC***
>
> 12530 Parklawn Drive, Suite 350
>
> Rockville, MD 20852
>
> Office: (301) 998-7364
>
> [EMAIL PROTECTED]
>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Intranet-shop using Remedy

[Mahesh Chandra]

I have already implemented a similar thing in ITSP 3 Request Management and
ITSM 7 SRM 2.2



*Option 1: SRM 2.2 OOB Solution *



Create a Service Request Process



 1. Service Catalog:   Computer Requests --- Laptop  Order a New Laptop



 2. Work Order with 2 Tasks:



  Task 1: Get Approval from Manager



  Task 2: Order Laptop



  Task 3: Deliver Laptop to the user



All the above tasks are in sequence and each task is dependent on its
predecessor.



*Option 2: SRM 2.2 Custom Workflow*



You can automate the Approval Process if you are creating the above Service
Request Process using the Advanced Form (Needs additional Workflow).



1.Create a Service Request Process with an Advanced Interface Form.



2.On the Advanced Interface Form, provide the list of the available
laptops from your product catalog.



3.Before the Request is submitted, get the Manager info from CTM:People
and validate the information.



4.After the Request is submitted (you will need to add workflow that
will set a flag on the Advanced Form after the Request is submitted), send
an email (HTML formatted) to the manager . On this template, provide a
hyperlink "I Approve" and "I Reject". Clicking on this hyperlink will send
an email to Remedy. Parse the Request Number from the subject line, if
approved, close the Task # 1, if Rejected cancel the Request.


Let me know if I can be further assistance.



Thanks

Mahesh


On Sat, Nov 1, 2008 at 6:52 AM, Toby White <[EMAIL PROTECTED]> wrote:

> ** Hi Remedy people,
>
> One company asked me if it is possible to create an intranet shop using
> Remedy.
>
> How it should work -
>
> 1) An employee needs a new laptop. He goes to his intranet page linked to
> mid-tier.
> 2) On the midtier he finds a catalog of laptops and chooses one of them.
> 3) Remedy sends an email to the employee's manager asking to accept or
> reject employee's request.
> 4) Using a digital signature (maybe not, if too complicated) manager
> accepts employee's request.
> 5) An email goes to procurement department asking to supply a laptop to the
> employee.
>
> I know that it is possible to develop such a system, but my question is -
> is it possible to configure ITSM 7 to provide this functionality.
> My main concern is "catalog of laptops" - decision tree functionality is
> not enough for this purpose i think.
>
> Thanks.
>
> Regards,
> Toby
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Intranet-shop using Remedy

[Mahesh Chandra]

I am assuming that you will prefer option 2 since it is much data driven and
automated. The look and feel of the process is lot better through an
Advanced Form than through standard questions.



Creating a process using the standard questions takes no more than 10
minutes as everything is data configuration, but there is no way to

· Validate the data

·Integrate that process with any external system using Web Services
etc...



Thanks

Mahesh



On Sun, Nov 2, 2008 at 8:45 AM, Toby White <[EMAIL PROTECTED]> wrote:

> ** I love ArsList! =)
> Thanks for this detailed answer.
>
> Toby.
>
> 2008/11/2 Mahesh Chandra <[EMAIL PROTECTED]>
>
>> **
>>
>> I have already implemented a similar thing in ITSP 3 Request Management
>> and ITSM 7 SRM 2.2
>>
>>
>>
>> *Option 1: SRM 2.2 OOB Solution *
>>
>>
>>
>> Create a Service Request Process
>>
>>
>>
>>  1. Service Catalog:   Computer Requests --- Laptop  Order a New
>> Laptop
>>
>>
>>
>>  2. Work Order with 2 Tasks:
>>
>>
>>
>>   Task 1: Get Approval from Manager
>>
>>
>>
>>   Task 2: Order Laptop
>>
>>
>>
>>   Task 3: Deliver Laptop to the user
>>
>>
>>
>> All the above tasks are in sequence and each task is dependent on its
>> predecessor.
>>
>>
>>
>> *Option 2: SRM 2.2 Custom Workflow*
>>
>>
>>
>> You can automate the Approval Process if you are creating the above
>> Service Request Process using the Advanced Form (Needs additional Workflow).
>>
>>
>>
>> 1.Create a Service Request Process with an Advanced Interface Form.
>>
>>
>>
>> 2.On the Advanced Interface Form, provide the list of the available
>> laptops from your product catalog.
>>
>>
>>
>> 3.Before the Request is submitted, get the Manager info from
>> CTM:People and validate the information.
>>
>>
>>
>> 4.After the Request is submitted (you will need to add workflow that
>> will set a flag on the Advanced Form after the Request is submitted), send
>> an email (HTML formatted) to the manager . On this template, provide a
>> hyperlink "I Approve" and "I Reject". Clicking on this hyperlink will send
>> an email to Remedy. Parse the Request Number from the subject line, if
>> approved, close the Task # 1, if Rejected cancel the Request.
>>
>>
>> Let me know if I can be further assistance.
>>
>>
>>
>> Thanks
>>
>> Mahesh
>>
>>
>> On Sat, Nov 1, 2008 at 6:52 AM, Toby White <[EMAIL PROTECTED]>wrote:
>>
>>> ** Hi Remedy people,
>>>
>>>
>>> One company asked me if it is possible to create an intranet shop using
>>> Remedy.
>>>
>>> How it should work -
>>>
>>> 1) An employee needs a new laptop. He goes to his intranet page linked to
>>> mid-tier.
>>> 2) On the midtier he finds a catalog of laptops and chooses one of them.
>>> 3) Remedy sends an email to the employee's manager asking to accept or
>>> reject employee's request.
>>> 4) Using a digital signature (maybe not, if too complicated) manager
>>> accepts employee's request.
>>> 5) An email goes to procurement department asking to supply a laptop to
>>> the employee.
>>>
>>> I know that it is possible to develop such a system, but my question is -
>>> is it possible to configure ITSM 7 to provide this functionality.
>>> My main concern is "catalog of laptops" - decision tree functionality is
>>> not enough for this purpose i think.
>>>
>>> Thanks.
>>>
>>> Regards,
>>> Toby
>>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>>> html___
>>>
>>
>> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>> html___
>>
>
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Re: Confirmation Dialog Box

[Mahesh Chandra]

If using ITSM, please look at the form "SYS:Message Box" (Dialog View)

Thanks
Mahesh

On Wed, Jan 21, 2009 at 3:33 PM, Joe DeSouza  wrote:

> **
> Tricia,
>
> Create a custom dialog box with buttons Yes and No for the confirmation and
> set a temp field on that dialog box (radio button field) having values Yes
> and No with the appropriate value when Yes or No is pressed. Have this same
> temp field as a display only field on the parent form. On Window Close of
> the dialog box which happens on both pressing yes and no, have that temp
> field mapped so that the value is passed down from the dialog box to the
> main parent form.
>
> The same AL that opens that dialog box should have a next action that
> evaluates the value of that temp field and perform the necessary actions
> there after on whether to save or not save the record..
>
> Cheers
>
> Joe
>
>  --
> *From:* "Oliva Millonig, Patricia" 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, January 21, 2009 3:35:52 PM
> *Subject:* Confirmation Dialog Box
>
> We are trying to make box that opens after Submit is hit asking if the
> user if they are sure they want to submit. If the answer is yes we want
> to data committed to the data base, if the answer is no the form should
> clear.
>
> Is there an easy way to do this?
>
> Thanks,
> Tricia
>
>
>
> This e-mail, including any attachments, is a confidential business
> communication, and may contain information that is confidential, proprietary
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>
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Re: Need help parsing out Ticket Number using Remedy workflow

[Mahesh Chandra]

You might want to search for the string "INC0" so that it picks INC1
and not INCIDENT.

Thanks
Mahesh


On Tue, Mar 3, 2009 at 11:15 AM, Opela, Gary L CTR USAF AFMC 72 CS/SCBAH <
gary.opela@tinker.af.mil> wrote:

> If you had a prefix, such as TKT on your ticket number, such that your
> ticket number might be TKT000123123, then you could do this:
>
> Set tmpInt = STRSTRC($Message Body$, "TKT")
> Set tmpTkt = SUBSTR($Message Body$, $tmpInt$ -3, 12)
>
> That might work, I'm not sure if the carriage returns would pose a
> problem, and you might need to change the -3 or the 12, depending on how
> it works whenever you get a STRSTR on multiple characters.
>
>
> Thanks,
>
> Gary Opela, Jr.
> Sr. Remedy Engineer
> Avaya Phone Admin
> RSP Cert, Sec+
> 405 739 7006 x30043
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of YHK
> Sent: Tuesday, March 03, 2009 10:53 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Need help parsing out Ticket Number using Remedy workflow
>
> ** Hello Rocky, thanks for the response. That was the plan sorry I
> wasn't clearer. My question is what functions you use specifically to
> parse out the incident number. Haven't used functions much or recently
> so sorta fuzzy to me. Thanks again!
>
>
> On Tue, Mar 3, 2009 at 11:38 AM, Rocky Rockwell 
> wrote:
>
>
>**
>We did something like this. Except when it was submitted, we
> just sent the whole email to a field in the staging form. Then we parsed
> out the ticket number and anything else we needed.
>
>
>
>Rocky
>
>Rocky Rockwell
>mgrockw...@verizon.net
>Ph#1: 325-884-1234
>Ph#2: 325-884-1263
>Mobile: 325-450-1297
>
>http://www.linkedin.com/in/mgrockwell
>
>
>
>
>
>YHK wrote:
>
>** Hello Listers,
>
>
>Been tasked to create the functionality of when
> customers reply an email from the Email Function in Incident management
> to process that incoming email and update the appropriate Incident Work
> Info. What my plan is so far is to have it sent to a specific incoming
> mailbox, so right away I will know it is to be update to Incident. My
> question is how would I parse out the Incident number using AR workflow?
> Keeping in mind that the incident number will be anywhere in the subject
> line.
>
>Once the incident number is parsed out, was planning on
> creating a staging form that this would be pushed to and then update the
> incident work info table. Not sure if there is a better option such as
> the Incident Interface Create form or something else out of the box I
> can use as I am running ITSM 7.0.03 p7 on ARS 7.1.
>
>Thank you in advance for any insight!
>
>Regards,
>YHK
>
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>
> 
>
>
>
>No virus found in this incoming message.
>Checked by AVG - www.avg.com
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>
>
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Re: ITSM naming convention sucks

[Mahesh Chandra]

As per ITSP naming convention the standard format of an Active Link is:



*[z][SchemaCode]:[#]-[Field Name/Button/Function]-[Firing
Condition][###E]-[Description]-[IndicatorSuffix][Status]*



Where



z (lowercase)

The lowercase z in front of the active link name indicates a Global Workflow
Filter

Schema Code

Schema Code (Reference Schema Code in case of Global Active Link) -  3
Uppercase characters (usually the same as the entry-id prefix of the schema)

#

Grouping Code:



0 = Initialization (Window Open, Query,  Set Defaults, Display, Copy to New)



1 = Execution (Submit, Modify)



2 = Post Execution (After Submit, After Modify)



3 = Close (Window Close)



4 – 5 (Unassigned/Reserved)



9 = In session (Button, Return, Menu/Row Choice, Gain Focus, Lose Focus0


z = Guide (Active Links Called by Guides only)


###[E]
 Execution Order (3 digits). Append E if Else Action exists


Description
 Functional Description of the Workflow performed


Indicator Suffix

E = Error

N = Note

W = Warning

R = Run Process

Q = SQL

G = Call Guide

J### - Goto execution order
PCDE = Push where CDE is the 3 character code


Status

+ = New Workflow, requires testing (once tested the prefix can be removed)

@ = Existing Workflow has been temporarily deactivated
# = Existing deactivated workflow with the intent of deleting from the
system






HPD:INC: ContactSearch_120_GPn-G



Even though this piece of workflow doesn’t exist in ITSP, I think this is
the breakout.


HPD

Module Name

INC

3 Character Schema Code stored in SYS:Form List (ITSP) and Schema Names
(ITSM 7)

ContactSearch

Field Name

120

Execution Order

Gpn

(not sure)

G

Indicator Suffix for Call Guide



In my opinion, ITSP followed some best naming conventions.



Thanks

Mahesh


On Fri, Mar 20, 2009 at 8:15 AM, Matt Worsdell  wrote:

> Not BMC's fault, ITSM is based on ITSP which was produced by a VAR (name
> withheld to protect the guilty).
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of ccrashh
> Sent: 20 March 2009 12:53
> To: arslist@ARSLIST.ORG
> Subject: ITSM naming convention sucks
>
> BMC has to be kidding with their ITSM suite's naming convention...for
> instance:
>
> On the HPD:HelpDesk form, the Customer Search button (inexplicably
> called Contact Search even though it is under the Customer Information
> section) has several Active Links associated to it (31 or so).  If you
> were to go to the list of active links and sort by name, the first one
> that appears is:
>
> HPD:INC:ContactSearch_120_GPn-G
>
> However, the first one that triggers is:
>
> HPD:INC:ContactSearch_Info_035_GetPersonInfo
>
> Which is 19th in the list of 31 Active Links.  WTF.  Why would anyone
> do things this way?  How can any real Remedy ARS developer work with
> this crap without wanting to put his/her fist through the monitor?
>
> Here's a tip...fix the naming convention!
>
> For example:
>
> HPD-INC-CUS:SR-b035-GetPersonInfo
> ...
> HPD-INC-CUS:SR-b120-GPn-G  --- of course, this should be renamed
> to something more explicit like:
> HPD-INC-CUS:SR-b120-CallGuide_CF
>
> (CF being an acronym for the ContactFound guide...which I would rename
> to HD-INC-CF:ContactFound)
>
> See, now this naming convention makes sense.  Broken down it is the
> HPD module
> INC form (though, I would change this to HD probably to match the
> form's actual acronym)
> CUS (for Customer - so we know this has something to do with the
> Customer information on the form)
> SR - for Search (so if this were the Create button, I would use
> CR, and MD for Modify)
> b - for button (other abbreviations would be s = submit,
> m=modify, mc = menu choice, etc.)
> 035 or 120 - execution order
>GetPersonInfo - or other - description of the functionality (can
> be followed by things like -E for Error, or -G
>  for a Goto, etc.)
>
> So, if I were to modify all the ALs accordingly, sorting by name gives
> us the Active Links in order of their functionality and execution
> order within that functionality.
>
> What BMC has provided is total crap...'natch.
>
> And my contract may require me to work on this...double sigh.
>
>
> 
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Re: ITSM naming convention sucks

[Mahesh Chandra]

My previous posting has all been taken from ITSP Naming Convention
Documentation Ver 2.0.40 Dated July 8, 2002.

Thanks
Mahesh

On Tue, Mar 24, 2009 at 4:56 AM, Coleman, Gavin <
gavin.cole...@computacenter.com> wrote:

> **
>
> “In my opinion, ITSP followed some best naming conventions.”
>
>
>
> Well considering that as far as know the naming convention is not explained
> anywhere in the ITSP or ITSM documentation, I can’t see how you can believe
> that. Remedy allows you up to 80 characters to name workflow items, and it
> seems that ITSP and ITSM does not use all of these characters. My Active
> Link workflow has a naming convention as follows
>
>
>
>1. Prefix for custom work (CC_)
>2. Form abbreviation (NIM:) – *N*ew *I*ncident *C*onsole
>3. Execute on abbreviation (MRC – Menu Row Choice, Btn – Button, WL –
>Window Loaded). If more than one Execute on is specified, then the
>abbreviation I use is the most relevant
>4. Name of Button, Table, Field etc (E.g. Btn_OpenIncidentTask)
>5. Execution Order (-000-)
>6. Details of Actions (OpenHelpDesk)
>
>
>
> Thus, we get
>
>
>
> CC_NIM:Btn_OpenIncidentTask-000-OpenHelpDesk
>
>
>
> If an AL or Filter is part of a Guide, then the suffix _GUIDE is applied.
> If the AL or Filter calls a Guide, then the suffix _CallGuide is applied.
>
>
>
> I’m sure other people have naming conventions, but if you are providing a
> product that is to be released to the general public, then surely publishing
> the naming convention in your documentation is ESSENTIAL.
>
>
>
> Just my £0.02 worth!
>
>
>
>
>
> *Gavin Coleman*
>
> *Senior Analyst/Programmer *
>
> *Computacenter (UK) Ltd*
>
> Services & Solutions
>
> Hatfield Avenue
>
> Hatfield, Hertfordshire, AL10 9TW, United Kingdom
>
> T: +44 (0) 1707 631662
>
> E: *gavin.cole...@computacenter.com*
>
> W: *www.computacenter.com*
>
>
>
> **
>
> COMPUTACENTER PLC is registered in England and Wales with the registered
> number 03110569. Its registered office is at Hatfield Business Park,
> Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
>
> COMPUTACENTER (UK) Limited is registered in England and Wales with the
> registered number 01584718. Its registered office is at Hatfield Business
> Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
>
> COMPUTACENTER (Mid-Market) Limited is registered in England and Wales with
> the registered number 3434654. Its registered office is at Hatfield Business
> Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
>
> COMPUTACENTER (FMS) Limited is registered in England and Wales with the
> registered number 3798091. Its registered office is at Hatfield Business
> Park, Hatfield Avenue, Hatfield, Hertfordshire AL10 9TW
>
>
>
> The contents of this email are intended for the named addressee only.
>
> It contains information which may be confidential and which may also be
> privileged.
>
> Unless you are the named addressee (or authorised to receive mail for the
> addressee) you may not copy or use it, or disclose it to anyone else.
>
> If you receive it in error please notify us immediately and then destroy
> it.
>
> Computacenter information is available from: http://www.computacenter.com
>
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Re: SRM 2.2 Configuration

[Mahesh Chandra]

Assuming that you are trying to confguring a Service Request Process
(Standard Service Request).

1. Create Task Templates
2. Create a Task Group Template for the above the Task Templates
3.Create a Work Order/Change/Incident and attach the above Task Group/Task
Templates to the Work Order/Change template
4. Create an AOT and attach the above Work Order/Change/Incident template
5. Create a PDT and attach the above AOT.
6. Create a SRD and attach the above PDT. (If the SRD doesn't require any
approval, uncheck all on Approvals tab and set the flag "Needs Approval" to
No on the Service Request Tab. Save it as a Draft and then move it to
"Request for Approval".)

Please note that I haven't mentioned anything about question mappings or
attaching any advance interface forms on the SRD.

Thanks
Mahesh

On Wed, Apr 1, 2009 at 8:54 AM, manoj jain  wrote:

> ** Hi All,
>
> I am doing the SRM 2.2 configuration but it is not working means i am
> unable to create Process Definition Template in active state.
> While creation its giving error
>
> "Process Definition not associated with your pdt" ?
>
> so please guide me where i am wrong and whats the problem?
>
> Thanks & Regards,
> Manoj Jain
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Re: SRM 2.2 Configuration

[Mahesh Chandra]

Here is the complete list.


   1. Create *Navigational Categories*
   2. Create* Operational Categories *
   3. Create* Assignment Configuration*
   4. Create *Task Templates*
   5. Create a *Task Group Template* for the above the Task Templates
   6. Create a *Work Order/Change/Incident template* and attach the above
   Task Group/Task Templates to the Work Order/Change template.



If using a template, you can directly configure the assignment on the
Template and can skip step 3.



   1. Create an AOT and attach the above Work Order/Change/Incident template
   2. Create a PDT and attach the above AOT.
   3. Create a SRD and attach the above PDT.

(If the SRD doesn't require any approval, uncheck all on Approvals tab and
set the flag "Needs Approval" to No on the Service Request Tab. Save it as a
Draft and then move it to "Request for Approval".)



Please note that I haven't mentioned anything about question mappings or
attaching any advance interface forms on the SRD.



Thanks

Mahesh


On Wed, Apr 1, 2009 at 12:46 PM, Mahesh Chandra  wrote:

> Assuming that you are trying to confguring a Service Request Process
> (Standard Service Request).
>
> 1. Create Task Templates
> 2. Create a Task Group Template for the above the Task Templates
> 3.Create a Work Order/Change/Incident and attach the above Task Group/Task
> Templates to the Work Order/Change template
> 4. Create an AOT and attach the above Work Order/Change/Incident template
> 5. Create a PDT and attach the above AOT.
> 6. Create a SRD and attach the above PDT. (If the SRD doesn't require any
> approval, uncheck all on Approvals tab and set the flag "Needs Approval" to
> No on the Service Request Tab. Save it as a Draft and then move it to
> "Request for Approval".)
>
> Please note that I haven't mentioned anything about question mappings or
> attaching any advance interface forms on the SRD.
>
> Thanks
> Mahesh
>
>   On Wed, Apr 1, 2009 at 8:54 AM, manoj jain wrote:
>
>> ** Hi All,
>>
>> I am doing the SRM 2.2 configuration but it is not working means i am
>> unable to create Process Definition Template in active state.
>> While creation its giving error
>>
>> "Process Definition not associated with your pdt" ?
>>
>> so please guide me where i am wrong and whats the problem?
>>
>> Thanks & Regards,
>> Manoj Jain
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>>
>
>
>

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Re: AR Error 326 Message Customization - Urgent

[Mahesh Chandra]

One of the conventions that we follow for our custom messages.

*Please fill out the "Field Label"  (ARERR XXXNZZZ).*

Where XXX = Schema Number (usually stored in SYS:Form List in ITSP and
Schema Names in ITSM 7)

   N = 0 for active link, 1 for filter

  ZZZ = Execution Order of the Workflow object (ActiveLink/Filter).

Example from ITSM 7 HelpDesk:
**
*There are no support groups or support group aliases that match the search
criteria ARERR 1290015. *
**
Easy for debugging - message is by active link (0) on execution order "15"
on HPD:HelpDesk (schema ID is 129).

Thanks
Mahesh
On Thu, Apr 16, 2009 at 10:00 AM, jham36  wrote:

> Your best option is to use an Active Link to throw out your custom
> error message.  I don't think you can customize the system error
> message.
>
> James
>
> On Apr 16, 9:24 am, Meenakshinathan  wrote:
> > Hi All,
> >
> > I have some of the fields as a required field in a form. If that
> > fields are null and when i try to push the null values via filter it
> > throws the system error message "Required field cannot be set as NULL
> > 537876345(ARError 326)." I am trying to customize this error message
> > such that, "Please fill the mandatory field 'User Name*'(ARError
> > 326)". I am able to set the string via AR system message catlog. but i
> > could not replace the field database name in the field ID. Have any
> > body customized this error message which replaces the field ID also?
> >
> > I don't want to add any Active Link to check this, using the system
> > error message i want to customize it, please let me know if possible
> > or not.
> >
> > Thanks,
> > Meenakshinathan
> >
> >
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Re: Workflow on the Web (UNCLASSIFIED)

[Mahesh Chandra]

Have you cleared the mid-tier cache ?

Mahesh

On Fri, Apr 17, 2009 at 5:36 PM, Luttmann, Michael W CTR USA <
michael.luttm...@us.army.mil> wrote:

> Classification:  UNCLASSIFIED
> Caveats: NONE
>
> Hi Gang.
>
> I have an application that I'm building for use on Mid-Tier, and for
> some reason that I cannot determine, a simple active link (which returns
> user info from CTM:People on ) works perfectly when I test it in
> the WUT, but refuses to work on the web.  From what I can tell from the
> A/L behavior, the Set Fields search qualification fails on the web (and
> thus, the user data fields are set to NULL).
>
> Granted, I don't do much programming specifically for Mid-Tier, so this
> has me baffled.
>
> - ITSM 7
> - ARS 7.1 Patch 6
> - Mid-Tier 7.1
> - Windows 2003 servers all around
>
> Any quick ideas?
>
>
> Michael W. Luttmann
> Lead Remedy Developer
> Fort Carson DOIM
> 719.524.0514
>
> Classification:  UNCLASSIFIED
> Caveats: NONE
>
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Re: Who is using SRM?

[Mahesh Chandra]

We have been using SRM 2.2 Patch 2 since March 2, 2009. Previously, we were
on ITSP 3.1 Request Management for years.

We have currently around 130 Service Request Processes out of which ~14 are
done using Advanced Interface Forms (heavily customized). We have also
integrated SRM with an user-provisioing system for On-Boarding process.

Thanks
Mahesh

On Tue, Apr 21, 2009 at 10:36 AM, Pierson, Shawn wrote:

> ** Good morning,
>
> This should be a rather simple question.  How many of you are using BMC’s
> SRM module in production currently?  If you are using it, what types of
> things do you use it for?
>
> We bought it and are looking at using it, but it is tedious so I want to
> make sure we don’t invest a lot of time and money into it if it’s not widely
> used enough for BMC to keep it around.
>
> Thanks,
>
> *Shawn Pierson *
> Remedy Developer | Southern Union
>
>
> Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
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Re: Regarding SRM 2.2 Patch 2 Error

[Mahesh Chandra]

This is a known issue and BMC has a hot fix (Defect # SW00320173) for it.
The error occurs when there are any special characters in the question
responses.

Thanks
Mahesh

On Tue, Apr 28, 2009 at 10:57 AM, anil RAI  wrote:

> **
>Hi Lister,
>
> I am getting an error while submiiting a request or change request in SRM
> through midtier.
> Ther error is Value does not fall within the limit specified for the field
> : Maximum length 38;179(ARERR306).
>
> Te environment details is ARS 7.1 Patch 6 and Midtier Patch 7.0.1 patch 6
> ITSM 7.0.1 Patch 9
> SRM Patch 2
> Database MSSQL 2005
> OS Windows 2003.
>
> .
> On Midtier workflow log
>
>
>
> ActiveLink: SRS:SRC:DVFEventTrapAndProcess
>
> True actions:
>
>  action 0
>
>   Set-fields 302899800 = questions-saved
>
>   Set-fields 302944900 = alert("ARERR [9280] Server not present in the
> configured servers list - usa0300as649");
>
> |Yes|Submit an Incident|1240858223|1240858223|1
>
>  action 1
>
> ARACTCallGuide(@, SRS:SRC:DVFProcessEvent, false, undefined, undefined)
>
> ActiveLink: SRS:SRC:DVFEvent_ClearActionType
>
> True actions:
>
>  action 0
>
>   Set-fields 302899700 =
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
>  action 0
>
>   Set-fields 302976400 = 89
>
> ActiveLink: SRS:SRC:DVFEventParse1
>
> True actions:
>
>  action 0
>
>   Set-fields 302899600 = alert("ARERR [9280] Server not present in the
> configured servers list - usa0300as649");
>
>  action 1
>
>   Set-fields 302944900 = Yes|Submit an Incident|1240858223|1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
>  action 0
>
>   Set-fields 302976400 = 3
>
> ActiveLink: SRS:SRC:DVFEventParse2
>
> True actions:
>
>  action 0
>
>   Set-fields 302899900 = Yes
>
>  action 1
>
>   Set-fields 302944900 = Submit an Incident|1240858223|1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
>  action 0
>
>   Set-fields 302976400 = 18
>
> ActiveLink: SRS:SRC:DVFEventParse3
>
> True actions:
>
>  action 0
>
>   Set-fields 302976000 = Submit an Incident
>
>  action 1
>
>   Set-fields 302944900 = 1240858223|1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
>  action 0
>
>   Set-fields 302976400 = 10
>
> ActiveLink: SRS:SRC:DVFEventParse4
>
> True actions:
>
>  action 0
>
>   Set-fields 303677500 = 1240858223
>
>  action 1
>
>   Set-fields 302944900 = 1240858223|1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
>  action 0
>
>   Set-fields 302976400 = 10
>
> ActiveLink: SRS:SRC:DVFEventParse5
>
> True actions:
>
>  action 0
>
>   Set-fields 303677600 = 1240858223
>
>  action 1
>
>   Set-fields 302944900 = 1
>
> ActiveLink: SRS:SRC:DVFEventParse_SetParseNeeded
>
> True actions:
>
>  action 0
>
>   Set-fields 302976400 = -1
>
> ActiveLink: SRS:SRC:DVFEventParse6
>
> False actions:
>
>  action 0
>
>   Set-fields 303677700 = 1
>
>  action 1
>
>   Set-fields 302944900 =
>
> ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-all-categories
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat2
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-categories-list-services_cat3
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-services-list-categories
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_browse-services-list-services
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-favorites
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-remove-from-favorites
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-details
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_UpdateDisplay
>
> False actions:
>
> ActiveLink:
> SRS:SRC:DVFEvent_list-services-chunk-info_UpdateRowCountAndDisplay
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisableNext
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_DisablePrevious
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_EnableNext
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-chunk-info_EnablePrevious
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-select
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_list-services-add-to-cart
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_provide-information
>
> False actions:
>
> ActiveLink: SRS:SRC:DVFEvent_questions-saved
>
> True actions:
>
>  action 0
>
> ARACTCallGuide(@, SRS:SRC:SubmitSR, false, undefined, undefined)
>
> ActiveLink: SRS:SRC:SetSRParamsFromDVF
>
> True actions:
>
>  action 0
>
>   Set-fields 301417400 = Submit an Incident
>
>   Set-fields 301429600 = 4/27/2009 2:50:23 PM
>
>   Set-fields 301437200 = alert("ARERR [9280] Server not present in the
> configured servers l

Re: SRM - Customize DVF in main window

[Mahesh Chandra]

Even we wanted to disable/hide the "Add to Cart" button but were not
successful. However, we were able to dsiplay a error message.

*Active Link: *
**
*  Execute on:* "Event"
*  *
*  Run If: * ($EVENTSRCWINID$ =  "F302899400" ) AND
($EVENTTYPE$ =  "list-services-add-to-cart" )
**
*  If Action:* Message


Thanks
Mahesh






On Mon, May 4, 2009 at 7:58 AM, Bradley Murphy  wrote:

> ** Hi Mauricio
>
> I was searching the ARList archives and came across your mail. We are
> attempting to do the same thing right now and are having problems disabling
> / hiding the "Add to Cart" button that appears next to each line item in the
> DVF field in SRM.
>
> Did you manage to get this sorted on your side? If so would you be able to
> share any information that could make this task easier for me?
>
> Thanks in advance
> Bradley Murphy
>
>
> On Mon, Nov 24, 2008 at 8:24 PM, Mauricio M.  wrote:
>
>> Hello everyone,
>>
>> Has anyone managed to manipulate the DVF that contains the main window
>> and service catalogue funcionality in BMC Remedy SRM? Anyone would be
>> so gentle to provide some guidance on where to find the java code in
>> order to hide or disable the ADD TO CART button?
>>
>> DVF functionality is powerful but it leaves you in very bad shape if
>> you are not familiar with external programming languages, needless to
>> say it is kind of odd that one cannot easily customize the application
>> and it is an AR System based application, you expect to have direct
>> full control of objects and workflow via Remedy Administrator.
>>
>> Thank you,
>> BR,
>> -Mauricio
>>
>>
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>
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Re: Procedure for adding more questions in SRM and mapping these answer with backend application

[Mahesh Chandra]

Have you looked into "Advanced Interafce Forms".

SRM 2.1/2.2 is shipped with two OOB advanced interface templates. These
forms can be used for a lot of things. Example: Intergrate a particular SRD
with a third party application etc.

Thanks
Mahesh

On Sat, May 9, 2009 at 9:06 AM, manoj jain  wrote:

> ** Hi All,
>
> I want to add some more questions as per customer requirement
> so what should be the procedure for that so that it could be reflect
> into Change form.
>
> Thanks & Regards,
> Manoj Jain
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_

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Re: Use of Advanced Interafce Forms in SRM

[Mahesh Chandra]

With SRM 2.2 Patch 2, there is no more a "10 Question" limitation for a
Standard Service Request.



The best way to start using Advanced Interface Form (also referred as Custom
Forms / Data Driven Attributes) is to copy one of the template.

   - SRS:AdvancedInterface_WithBackendMapping
   - SRS:AdvancedInterface_WithoutBackendMapping

As a best practice, copy all the OOB workflow associated to the above forms
(60+ Active Links, 2 Filters, 8 Active Link Guides) with your naming
convention. This will make sure that your processes are not affected during
version/patch upgrade and will also keep a copy of the OOB workflow. This is
just a one-time thing. So your first form will take a lot more time than the
others.



My personal opinion is that both the above templates are almost the same to
work with except that “SRS:AdvancedInterface_WithoutBackendMapping” requires
additional work if your requirement is that the support group personnel
should be able to open the form from Incident/Change/WorkOrder/Task.



About the SR Type fields on “SRS:AdvancedInterface_WithBackendMapping”, just
populate the data into these fields as a last step and map those fields on
the SRD accordingly. I usually run an Active Link Guide as a part of
validation on "Update Cart" and "Submit Request" buttons. The last active
link in the guide sets the SR Type Fields (Withbackendmapping) and Field1
(WithoutBackendMapping).



If your requirement is to validate all the question responses or pass the
response onto a different system, you should definitely look into “Advanced
Interface Forms”.



Feel free to drop a line if you need any assistance.



Thanks

Mahesh


On Tue, May 12, 2009 at 9:16 AM, Roys, Eric D  wrote:

> ** Manoj,
>
> Advanced interface forms are used when the OTB capabilities of SRM are not
> enough to meet a service request need. For example, when you need to do a
> large degree of validation against user data input, get data from
> forms/tables outside of the SRM framework or ARS in general, and other such
> things. Think of advanced interface forms as you would any other custom
> form/logic with all the pros and cons associated with customization (like
> the ability to get support from BMC, lengthier time to implement, etc). You
> can/may 're-use' some of the canned advanced interface forms for your
> purposes but you need to understand the logic involved which may require you
> to turn on/off some of the logic to fit your needs. You'll need to know what
> to do with the SR Type fields and dig into how CAI  (command automation
> interface) ties it all together.
>
> I'd recommend a development box, SRM manual, and plenty of patience.
>
> HTH,
>
>  Kind Regards,
>
> Eric Roys
> Sr. Sales Engineer/
> BMC Remedy Development Lead
> Application Solutions Group
> Verizon Business
> **
> *We solve complex business problems with advanced technology.
> •  Custom Solutions and Applications
> •  Complex Systems Integration
> •  Non-standard Hosting Services*
>
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *manoj jain
> *Sent:* Tuesday, May 12, 2009 2:42 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Use of Advanced Interafce Forms in SRM
>
>   ** Hi All,
>
> Can someone explain me what is the use of "Advanced Interafce Forms" in
> SRM 2.1/2.2.
>
> Thanks & Regards,
> Manoj Jain
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Re: Use of Advanced Interafce Forms in SRM

[Mahesh Chandra]

I am not sure about the change but for Incident and Work Order the data is
first passed onto the staging form HPD:IncidentInterface_Create /
WOI:WorkOrderInterface_Create. It should be the same for change which is
"CHG:ChangeInterface_Create". You might have to add the custom field on this
staging form too.

Yes, you can use the advanced interface forms with any application i.e.,
Work Order/ Incident/ Change. We have used them for Work Orders and
Incidents.

If using "SRS:AdvancedInterface_WithBackendMapping", try to populate the
responses onto SR Type Fields. When you do the mapping on the SRD, map the
appropriate field on the Change/ Incident with that of SR Type Field. This
is tricky but once you look at the application, it is easy to figure out.

Thanks
Mahesh





On Tue, May 12, 2009 at 8:05 PM, manoj jain wrote:

> ** Hi,
>
> Is it necessary to use this form for mapping storing user's response.
> Suppose
> 1)I create one new field in CHG:Infrastructure Change form.
> 2)and register it.
> 3)and create a new question.
> 4)map the answer with this field.
>
> i have done these steps and user also giving the response but that
> answer/response is not populating in CHG:Infrastructure Change form.
>
> so my question is how i populate answer in my own field which i have
> created in change form
>
> i have also written one workflow but in log file it showing value is
> pushing into that field but in change form it is not present.
>
> and can we use interface form for other application instead of work order
> bcoz our customer only have change template it don't have work order
> template?
>
> please guide me its very urgent.
>
> Thanks & Regards,
> Manoj Jain
>
>
> On 5/12/09, Mahesh Chandra  wrote:
>>
>> **
>>  With SRM 2.2 Patch 2, there is no more a "10 Question" limitation for a
>> Standard Service Request.
>>
>>
>>
>> The best way to start using Advanced Interface Form (also referred as
>> Custom Forms / Data Driven Attributes) is to copy one of the template.
>>
>>- SRS:AdvancedInterface_WithBackendMapping
>>- SRS:AdvancedInterface_WithoutBackendMapping
>>
>> As a best practice, copy all the OOB workflow associated to the above
>> forms (60+ Active Links, 2 Filters, 8 Active Link Guides) with your naming
>> convention. This will make sure that your processes are not affected during
>> version/patch upgrade and will also keep a copy of the OOB workflow. This is
>> just a one-time thing. So your first form will take a lot more time than the
>> others.
>>
>>
>>
>> My personal opinion is that both the above templates are almost the same
>> to work with except that “SRS:AdvancedInterface_WithoutBackendMapping”
>> requires additional work if your requirement is that the support group
>> personnel should be able to open the form from
>> Incident/Change/WorkOrder/Task.
>>
>>
>>
>> About the SR Type fields on
>> “SRS:AdvancedInterface_WithBackendMapping”, just populate the data into
>> these fields as a last step and map those fields on the SRD accordingly. I
>> usually run an Active Link Guide as a part of validation on "Update Cart"
>> and "Submit Request" buttons. The last active link in the guide sets the SR
>> Type Fields (Withbackendmapping) and Field1 (WithoutBackendMapping).
>>
>>
>>
>> If your requirement is to validate all the question responses or pass the
>> response onto a different system, you should definitely look into “Advanced
>> Interface Forms”.
>>
>>
>>
>> Feel free to drop a line if you need any assistance.
>>
>>
>>
>> Thanks
>>
>> Mahesh
>>
>>
>>  On Tue, May 12, 2009 at 9:16 AM, Roys, Eric D <
>> eric.r...@verizonbusiness.com> wrote:
>>
>>> ** Manoj,
>>>
>>> Advanced interface forms are used when the OTB capabilities of SRM are
>>> not enough to meet a service request need. For example, when you need to do
>>> a large degree of validation against user data input, get data from
>>> forms/tables outside of the SRM framework or ARS in general, and other such
>>> things. Think of advanced interface forms as you would any other custom
>>> form/logic with all the pros and cons associated with customization (like
>>> the ability to get support from BMC, lengthier time to implement, etc). You
>>> can/may 're-use' some of the canned advanced interface forms for your
>>> purposes but you need to understand the logic involved which may require you
>>>

Re: Need some feedback on AR Server in a multiple language environment?

[Mahesh Chandra]

Even I noticed that the user locale drop down in the user tool has limited
values when compared with admin tool.

For example:

On the admin tool, I see Ja - Japanese and ja_JP - Japanese
On the user tool, there is only ja_JP - Japanese.

Confirmed the same behaviour on the below environments.

 ARS 7.1 Patch 4
Windows 2003

Environment 2:

ARS 7.1 Patch 2
Solaris 10

Thanks
Mahesh


On Thu, May 14, 2009 at 12:45 PM, Shellman, David <
dave.shell...@tycoelectronics.com> wrote:

> ** Chris,
>
> We are running in a multiple language environment on 7.0.1.  We did not go
> through the steps of converting to Unicode.  We held off until we were
> switching hardware.  This gave us the opportunity to perform a software
> upgrade from 6.3 to 7.0.1 with the change to new hardware and install with
> Unicode compatible at the same time.  We then exported data from the old
> server to the new server.
>
> We had an issue with Japanese and the email engine which was corrected with
> one of the early patches.
>
> Be aware that the desktop client and admin tool in 7.0.1 and 7.1 are not
> Unicode compliant.  What languages will display correctly are based on the
> OS and the Locale settings.  This became evident with some testing while in
> China.  We were having an issue with correctly displaying Chinese.  Testing
> showed that the Locale setting had a big influence on the display that we
> did not really need to deal with for some of the other languages.
>
> With the changes in 7.5, the admin tool may be Unicode compliant.
>
> The MidTier client is not an issue with Unicode.
>
> Dave
>  --
>  *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Rick Cook
> *Sent:* Thursday, May 14, 2009 1:24 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Need some feedback on AR Server in a multiple language
> environment?
>
>   ** Tony brings up a good point.  After you get everyone to agree on a
> common definition for "multiple language environment" and all that entails,
> then you can look at whether upgrading to 7.5 might be a good time to switch
> to unicode (should you need to).
>
> This is NOT a trivial operation.
>
> Rick
> On Thu, May 14, 2009 at 10:18 AM, Tony Worthington <
> tony.worthing...@kohls.com> wrote:
>
>> Are you Unicode now?  If not, I can see that as the major hurdle.
>>
>>
>> * Tony Worthington*
>>  Sr. Technical Analyst
>>  Kohl's Department Stores
>>  N56 W17000 Ridgewood Drive
>>  Menomonee Falls, WI 53051
>>  262.703.7763 (phone)
>>  *tony.worthing...@kohls.com* 
>>  *www.kohls.com* 
>>
>>
>>
>>   From: "Pruitt, Christopher J"  To:
>> arslist@ARSLIST.ORG Date: 05/14/2009 11:58 AM Subject: Need some feedback
>> on AR Server in a multiple language environment? Sent by: "Action Request
>> System discussion list(ARSList)" 
>> --
>>
>>
>>
>> **
>>
>>  I could really use some feedback from anyone on the list who has dealt
>> with moving AR System from a English Only version to a multiple language
>> environment. I am looking to information on how hard would it be to 
>> accomplish
>> and what are some of the pitfalls, issues, need to knows, etc.
>>
>>  We currently run on a
>>
>>  OS: SUN OS 5.9
>>
>> DB: Oracle 10g
>>
>>  AR Server: Version 7.1 unpatched.
>>
>>  *Christopher Pruitt*
>> Consultant Specialist*
>> EDS,* an HP Company
>> mailto:* **christopher.pru...@eds.com*
>>
>>  We deliver on our commitments
>> so you can deliver on yours.
>>
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Re: Skip SRM console or pass vital info

[Mahesh Chandra]

One way of doing this…



1.   Create a regular form.



I just copy the form “SRS:AdvancedInterface_WithBackendMapping”



2.   Create an Active Link to set the Requester Information and Service
Catalog Instance ID, SRD Title.



I run the active link on Window Loaded with Run If of Operation = ‘Submit”



3.   Add all your questions and workflow (if any) to validate the responses.



4.   On submit, create a Filter that will push the data to “SRM:
RequestInterface_Create”. Make sure you pass the requester information,
Title Instance ID and Source Keyword.



You may also add SR Type Fields from “SRM:Request” onto
“SRM:RequestInterface_Create” so that the data can be mapped on the backend
forms (Incident/ Change/ Work Order ) accordingly.



5.   Create a URL for the form created in Step 1 and submit a request using
that URL.

A new request will be created and this request will show up in “Submitted
Requests” on Request Entry Console.



I use a similar approach to generate multiple work orders for the same
request. A work order for each "Requested For" person...something that we
customized.



Thanks

Mahesh

On Thu, May 21, 2009 at 1:37 AM, Anthony K R wrote:

> **
>
> Thank you very much Matt. Will try.
>
>
>
> Regards,
>
> *Anthony*
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Matthew Perrault
> *Sent:* Tuesday, May 19, 2009 6:38 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Skip SRM console or pass vital info
>
>
>
> **
>
> Anthony,
>
> We are working on the same thing here.
>
> The way to do it is to use an advanced interface form with Back end
> Mapping.
>
> Then you can have the URL pass the parameters to the form/fields as you
> need with the F1001=”Value”&F123456=”value2”&….
>
> Where in F1001, the 1001 is the field Id.
>
> And when the Form is opened, it will set the Request ID, and on submission,
> it will create the SRM:Request record stub.
>
>
>
> HTH,
>
> Matt P
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Anthony K R
> *Sent:* Monday, May 18, 2009 11:06 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Skip SRM console or pass vital info
>
>
>
> **
>
> *Hi,*
>
> (Sending behalf of my colleague)
>
> *“*
>
> I am trying to integrate SRM to a knowledge site in such as way that users
> will review information there to narrow down their issue (incident or
> request) and then receive a link to take them DIRECTLY into a request form
> specific to their needs, with parameters passed to fill in relevant fields.
> One can create a URL that has a Remedy form specified and after the user
> logs in they are taken directly to the form.  Testing this, however, vital
> information isn’t filled in for a request because it wasn’t navigated
> through the SRM console.
>
>
>
> What mechanisms exist in SRM or what techniques can be used to link
> directly to a request form from external source (to avoid SRM console
> navigation), and pass additional parameters to fill fields?
>
> “
>
> Platform:
>
> ---
>
> ARS 7.5p1
>
> SRM2.2.3
>
> Win2k3
>
> Regards,
>
> Anthony
>
> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
>
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Re: SRM: Navigational Categorization

[Mahesh Chandra]

The default behaviour is that they are arranged by alphabetical order on
Navigational Tier 1.

However, there is a bug and to fix that, you may do the following.

1. In the admin tool open SRM:CategoryReference form
2. Select Form->Form Properties
3. Click on the Sort tab
4. Click on Request ID in the "Sorted Fields" section and click the Remove
button
5. Save the form
6. Restart the User tool and click on Request Entry Console

Navigational Categories should be sorted in Alphabetic order.

Thanks
Mahesh

On Tue, Jun 2, 2009 at 1:02 PM, Kathy Morris  wrote:

> ** Hi
>
> I defined my navigational service categories in the request entry point.
> The service categories are there - I am just not finding how to change the
> order of how the categories are displayed.  I looked in the SRM guide, and I
> did not find it.
>
> Does anyone now how to arrange the order of the services on the Request
> Entry page?
>
> --
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> California'
> and the 
> 'Seinfeld'
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Re: How do you PUSH to a Web Service ???

[Mahesh Chandra]

It all depends upon the "Operation" that you select.

Mappings (Input/Output) are based on the selected Operation.

Thanks
Mahesh



On Fri, Jun 5, 2009 at 11:11 AM, Sean Harrodine wrote:

> **  Hi All,
>
> I wonder if anyone can assist me with what is hopefully a simple question
> with a simple answer on web services.
>
> I know that you can set the contents of a field by using a web service to
> go and extract the data from an external source
>
> Example
>
> modify entry on a form - this invokes the SET field to read data from WEB
> SERVICE, use a WSDL to go off, compare and match the Stock Market Symbol and
> then pull back the results and update the field on the form (Remedy example)
>
> But.my question is, if i wanted to ""PUSH"" the results of a field/s
> based on an SUBMIT or MODIFY out through a WEB SERVICE, how do i do it ?
>
> I want to be able to push data out under certain scenarios to another
> ticketing system and it will need to be sent to a Web Service.
>
>
> PUSH doesnt have the option to "PUSH value to WEB SERVICE"you only seem
> to be able to do a SET FIELD and then "Read Value From" a Web service
>
>
> Am i being blind or just blindly dumb today ???
>
>
> All help gratefully received.
>
> TIA
>
> Sean
>
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Re: How do you PUSH to a Web Service ???

[Mahesh Chandra]

If you want to push the data to another ticketing system, you would need a
WSDL from that application with Create or Modify functions. Then, you would
load that WSDL from the filter and select the appropriate function and map
the fields accordingly.

Thanks
Mahesh

On Fri, Jun 5, 2009 at 1:45 PM, Mahesh Chandra  wrote:

> It all depends upon the "Operation" that you select.
>
> Mappings (Input/Output) are based on the selected Operation.
>
> Thanks
> Mahesh
>
>
>
> On Fri, Jun 5, 2009 at 11:11 AM, Sean Harrodine 
> wrote:
>
>> **  Hi All,
>>
>> I wonder if anyone can assist me with what is hopefully a simple question
>> with a simple answer on web services.
>>
>> I know that you can set the contents of a field by using a web service to
>> go and extract the data from an external source
>>
>> Example
>>
>> modify entry on a form - this invokes the SET field to read data from WEB
>> SERVICE, use a WSDL to go off, compare and match the Stock Market Symbol and
>> then pull back the results and update the field on the form (Remedy example)
>>
>> But.my question is, if i wanted to ""PUSH"" the results of a field/s
>> based on an SUBMIT or MODIFY out through a WEB SERVICE, how do i do it ?
>>
>> I want to be able to push data out under certain scenarios to another
>> ticketing system and it will need to be sent to a Web Service.
>>
>>
>> PUSH doesnt have the option to "PUSH value to WEB SERVICE"you only
>> seem to be able to do a SET FIELD and then "Read Value From" a Web service
>>
>>
>> Am i being blind or just blindly dumb today ???
>>
>>
>> All help gratefully received.
>>
>> TIA
>>
>> Sean
>>
>> _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
>> Are"_
>
>
>

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Re: Passing variables between Applications and Tasks

[Mahesh Chandra]

Our primary user community works only on Incidents or Tasks. Since we
completely bypass the Work Order system, we wanted to figure out a way to
pass the variables from Work Order to Task but haven’t had any luck.



Even I was successful in passing variables between Tasks but couldn't figure
out a way to fetch information from the parent system (Work Orders/ Change),
finally gave up since I had many other critical issues on my plate.



As far as my research goes, this would basically require understanding
the CAI system and how each Event works.



Please share your experience when you are done. Good Luck.



Thanks

Mahesh


On Fri, Jun 5, 2009 at 5:39 PM, Savant, don...@dts  wrote:

> ** Does anyone know if it’s possible to pass variable data from ITSM
> applications (e.g. Change mgmt or Work Orders) to Task and/or Task Groups?
> I’ve successfully configured variables to pass from one task to another and
> from one task group to another but everything I’ve read appears to be
> limited within the Task mgmt System(TMS) itself.  I haven’t seen anything
> which shows how to pass data from the parent to the task or task group.
> Thanks in advance.
>
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Re: SRM Help

[Mahesh Chandra]

As far as I know, approvals are defined on SRD and not AOT or PDT.

You may want to use an Advanced Interface Form and add custom workflow for
this.

Thanks
Mahesh

On Mon, Jun 8, 2009 at 12:32 PM, Tami Palacky  wrote:

> ** I am trying to create an SRD that has several PDT's attached.  All of
> the PDT's are executed in the same phase / sequence when the SRD is
> selected.  Each PDT has a different approver and is not dependant of any
> of the other PDT's.  I have read the manuals what seems like a bazillion
>  times and cannot determine how to set this up.  AOT approvals?  Work
> Order
> approvals?  Entitlements?
>
> Any assistance is greatly appreciated.
>
> Thank you !
>
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Re: BMC support page-Issue management question(Technical)

[Mahesh Chandra]

This is what I do to update an existing Incident from incoming emails.



Assuming all Incoming emails will contain Incident ID in the Subject Line……



   1. Create a Staging Form that will have all incoming Emails.



This staging form will have fields - Subject, Message, Incident ID etc….



   1. Create workflow objects (Filters) to parse the Incident ID from the
   Subject line (using functions STRSTR, LTRIM, SUBSTR).



   1. Then, push it to the corresponding work log using the above Incident
   ID.



Thanks

Mahesh


On Tue, Jun 16, 2009 at 4:49 PM, surya4u  wrote:

> BMC.com--> Support page-->Issue management-->new issue...
>
> Does BMC uses web service, remedy email engine in issue management
> functionality? whenever i submit issue,i will get a response stating that
> new issue has created with issue number and details...
>
> does anyone know the implementation logic behind this?
>
> My guess is,
> 1. they have remedy form with issue management fields, right click on form
> and created the form as web service.
> 2. BMC added this ARS published web service in the support page...which
> will
> have create,modify operations.
> 3. when the new issue is created, escalation or filter will fire and send
> the notification to the person who created the issue.
>
> Also, when i updating the issue via email, how does the update goes only to
> the diary field in issue management form?
> When replying to issue via email,if i attach a document,how does it gets
> added to attachment field
>
> please help... i have to implement the same stuff in remedy 6.3...
> --
> View this message in context:
> http://n2.nabble.com/BMC-support-page-Issue-management-question%28Technical%29-tp3089076p3089076.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
>
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Re: SRM Question Information

[Mahesh Chandra]

   1. Copy the table field from SRM:AppInstanceBridge onto your destination
   form.
   2. Loop the table field and set the values on to the destination fields.

Thanks
Mahesh

On Thu, Jul 9, 2009 at 10:46 AM, Tami Palacky  wrote:

> i have been trying to come up with a way to capture the mapped data
> that is entered in the service request definition questions selected
> in the question details section of the service request.  i have
> located 2 forms where the information is sent to and stored,
> SRM:AppInstanceBridge and the SRD:MultipleQuestionResponse forms.
> i have determined that the SRD:MultipleQuestionResponse form contains
> the information and is sent to the SRM:AppInstanceBridge form (in a
> table field) with which i believe uses the Instance ID field to
> identify the records are related to the same request.
> there are filters and CAI events that process this data, but i am not
> familiar with them and support has been less that helpful, as usual,
> referring me to the documentation that i have already read several
> times.
> if anyone has knowledge of how i can utilize this information, send it
> to another form or something, please let me know.  with the way SRM is
> currently set up, there is no way to report or audit this information.
>
> environment :
> ARS & ITSM 7.1 patch 6
> SRM 2.2 patch 2
> Oracle DB
>
> thank you
>
> Tami Palacky
> Remedy Developer
> Dev Technology
>
>
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Re: SRM Work Order Templates and Multi-Tenancy

[Mahesh Chandra]

Even, I would prefer customization.

As per SRM 2.2 configuration guide page 54 this is as designed. But I never
understood the logic behind it.

Thanks
Mahesh

On Thu, Jul 9, 2009 at 1:50 PM, Pierson, Shawn wrote:

> Tami,
>
> Thanks for the email.  I thought this was the case.  I may still evaluate a
> customization to allow -Global- templates.
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Tami Palacky
> Sent: Thursday, July 09, 2009 10:15 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: SRM Work Order Templates and Multi-Tenancy
>
> Shawn,
>
> unfortunately you will have to set up a work order for each company if
> you want to attach an AOT to it.  AOT's cannot be related to a company
> of global.  we used the copy to new feature to make it easier, but the
> template names need to be modified since they have to be unique.
>
> Tami Palacky
> Remedy Developer
> Dev Technologies
>
> On Jul 8, 9:29 am, "Pierson, Shawn"  wrote:
> > Good morning,
> >
> > I've been working with SRM and the Work Order Management, and was curious
> if anyone knew of a way to allow Work Order Templates to have a company of
> "-Global-", because in our environment there are tasks that can be used by
> any company such as setting up a login id.  I'd prefer not to create a
> separate template for each company, but it looks like that may be the only
> way to go OOtB.  Am I wrong?  If so, I will look into customizing the
> template workflow.
> >
> > 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.
> >
> >
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Re: Wednesday SRM Humor

[Mahesh Chandra]

I have been working with Jason and Jeff on all our issues and they have been
very helpful.



I learnt SRM while I was on a migration project from ITSP Request Management
to ITSM SRM 2.2 and since then been involved in multiple SRM implementations
and have seen *good user reviews* about it. Yeah, there are defects and I
worked on to fix most of them. The learning curve was not bad.


Some of the main features that I customized so far:

 1. “On Behalf Of” functionality so that any user can submit a Service
Request for others.



Even though this was added as an OOB feature in Patch 2, there are still
defects.



2. Ability to request the same service for multiple people
simultaneously and initiation of multiple backend office requests



Example: New employee on boarding process.



My third major customization would have been the issue with template and
“Global” company but was sidetracked with other things. Most of the services
I designed/developed were using advanced interface forms involving custom
workflow and integrating other applications.



Overall, it is a decent product in my opinion.



Thanks

Mahesh


On Thu, Jul 9, 2009 at 4:22 PM, Pierson, Shawn wrote:

> We have been working with a guy named Jason on our issues, and he has been
> helpful.  However, I think BMC should just put some of the engineers on
> first level support for a few months and notify everyone that bought SRM.
>
> I do think that once you get past the issues and get everything working,
> it's probably a decent product.  The problem is that it is more complex and
> involved than any other OOtB Remedy application.
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Tami Palacky
> Sent: Thursday, July 09, 2009 3:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Wednesday SRM Humor
>
> i am going to have to side with Shawn no matter what.  i have been
> pulling my hair out over SRM and its idiosyncrasies for over 6
> months.  harldy anyone knows anything about this application and
> support is not always helpful or its "out of the realm of support"
>
> On Jul 8, 6:05 pm, Lyle Taylor  wrote:
> > "foo", "bar" and "foobar" are very commonly used in the field of computer
> programming and have been around for quite a while.  Take a look at this:
> >
> > http://en.wikipedia.org/wiki/Foobar
> >
> > Lyle
> >
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Pierson, Shawn
> > Sent: Wednesday, July 08, 2009 3:53 PM
> > To: arsl...@arslist.org
> > Subject: Re: Wednesday SRM Humor
> >
> > **
> > I recall when I was learning Perl the book I used always seemed to use
> $foo and $bar as variable names, and I know there is some other history of
> spelling it that way, but I'm not really familiar with it like I am the
> military term fubar.
> >
> > Shawn
> >
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Lyle Taylor
> > Sent: Wednesday, July 08, 2009 4:45 PM
> > To: arsl...@arslist.org
> > Subject: Re: Wednesday SRM Humor
> >
> > **
> > Nice.  :-)  Although, in their defense, they may really have meant FOOBAR
> and not FUBAR - they're two completely different things.  The fact that the
> later seems to apply in many cases is beside the point.  ;-)
> >
> > Lyle
> >
> > From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Pierson, Shawn
> > Sent: Wednesday, July 08, 2009 3:35 PM
> > To: arsl...@arslist.org
> > Subject: Wednesday SRM Humor
> >
> > **
> > I've been troubleshooting a bug in SRM 2.2 patch 2 where you can't relate
> Change and Incident templates to AOTs.  As a part of my troubleshooting, In
> my investigations, it appears that BMC hardcoded a field in the search
> criteria for Incident and Change templates that doesn't exist on either the
> HPD or CHG Template forms.
> >
> > However, that field does exist on a form called SRM:SampleAppTemplate.
>  When I opened that form to look, I saw what BMC's developers really think
> about the SRM product --  the Assigned Group field on that form has a
> default value of "FOOBAR".
> >
> > So we see that not only do BMC developers appear to have a low opinion of
> their product, but their bugs are not limited to the application itself.
>  Even their spelling of FUBAR is incorrect.
> >
> > It could be worse though.  At least they're not as bad as Microsoft.  :)
> >
> > 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
> hyperlink, please e-mail sender.
> > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
> Are"_
> >
> > NOTICE: This email message is for the sole use of the intended
> recipient(s) and may contain confidential and privileged information. Any
> unauthorized review, use, dis

Re: How to create a process template in SRM

[Mahesh Chandra]

To create a PDT.

Home Page
 --> Service Request Management

-->  Service Catalog Manager Console -->

Console Focus -->

Process -->

Create.
Please see SRM 2.2 Admin Guide Page 78

Thanks
Mahesh

On Wed, Jul 15, 2009 at 11:31 AM, Howard Richter  wrote:

> ** Good morning, afternoon and evening all,
>
> I have looked at all of the documentation on SRM v 2.2 but can not find out
> how to create a process template from a AOT.
>
> Anyone know where I can find that info?
>
> As always thanks,
>
> Howard
>
> --
> Howard Richter
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> ITIL Foundation Certified
> E-Mail = hbr4...@gmail.com
> LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: How to sync Active Directory users with BMC Remedy Users

[Mahesh Chandra]

You can look at the "User-Account-Control" Attribute in AD and then change
the ITSM People Profile Status to Obsolete or Delete.

Thanks
Mahesh

On Wed, Feb 17, 2010 at 9:58 AM, Robert Molenda wrote:

> **
> That is exactally how you can "add" - however the "Delete" is impossible to
> detect from AD - fortunately the company I wrote the interface for had a
> POLICY that users are not DELETED from AD - they are simply moved to a "OU
> and then disabled" - so scanning for people in that OU provided the "delete
> (read-set inactive in ITSM) that person.
>
> HTH
>
> On Wed, Feb 17, 2010 at 7:19 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
>> As far as I know there is no hook you can add to Active Directory to let
>> it tell an outside system that there has been a change.  The normal method
>> is to run some sort of escalation against a Vendor Form that connects to AD
>> and looks for new records.
>>
>> Fred
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
>> Sent: Wednesday, February 17, 2010 5:47 AM
>> To: arslist@ARSLIST.ORG
>> Subject: How to sync Active Directory users with BMC Remedy Users
>>
>> **
>> Hi Gays,
>> Version  7.1.00  Patch 007
>> How to synchronize Active Directory users with BMC Remedy Users. When any
>> user is created in Active Directory how automatically user is created in
>> Remedy and when user is deleted in Active Directory how automatically user
>> is deleted in Remedy.
>>
>>
>> Thanks & Regards
>>
>> Amanullah
>> Software Consultant
>>
>>
>>
>>
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Re: creating tickets from HPD

[Mahesh Chandra]

What version ? What are all the values that you are passing to
HPD:IncidentInterface_Create.

Thanks
Mahesh

On Fri, Mar 26, 2010 at 11:05 AM, Renjini Johney wrote:

> **
> Dear All,
>
> I just have a small question, Is it mandatory for a person to belong to a
> support group when he/she is trying to create ticket through
> HPD:IncidentInterface_Create.
> If i dont assign the person any support group it gives an error..Will be
> very good if someone can confirm this
>
> --
> Regards,
> Renjini johney
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: ARS 7.1 with 3rd party monitoring tool integration

[Mahesh Chandra]

You may also use the email functionality.

Thanks
Mahesh

On Fri, Apr 23, 2010 at 10:18 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> If your monitoring tool has the ability to call web services then that is
> how I would go about doing the integration.
>
> Basically the following...
>
> Monitoring tool detects problem and calls a Remedy web service (on a Remedy
> Mid Tier web server) to push data.
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Ram Rudra
> Sent: Friday, April 23, 2010 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 7.1 with 3rd party monitoring tool integration
>
> In a brief scenario,
>
> I will get server alerts from my monitoring tool where the remedy system
> need to create an incident. How can I do it? I would like to know what kind
> of  integration interface is required on this task.
>
> Thanks & Regards,
> Ram Rudra
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
> Sent: Friday, April 23, 2010 8:30 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 7.1 with 3rd party monitoring tool integration
>
> My experience ha been that the 3rd party apps provide the integration
> pieces, usually using the API set provided in the User tool client
> libraries.
>
> --Original Message--
> From: Ram Rudra
> Sender: Arslist
> To: Arslist
> ReplyTo: Arslist
> Subject: ARS 7.1 with 3rd party monitoring tool integration
> Sent: Apr 23, 2010 7:53 AM
>
> Hi All,
>
> What Software module from remedy do i require to download from BMC EPD site
> for 3rd party software integrations.
>
> Thanks & Regards,
> Ram Rudra
>
>
> 
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>
> Rick
>
>
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Re: ARS 7.1 with 3rd party monitoring tool integration

[Mahesh Chandra]

Firstly, the monitoring tool should be able to send an email to Remedy and
if "Yes", there are two ways:

1. Use AR System Email Engine parsing functionality: This is native feature
of AR System Email engine and doesn't require any new work-flow. However the
email must be in a specific syntax.

2. If the email cannot be sent in a specific syntax, create custom
work-flow:

   - Configure the monitoring tool to send an email to Remedy with a
   specific tag in the subject line.
   - Create a form to configure the rules based on the tag value.
   - Push the incoming email to a staging form.
   - Parse the tag from the subject line
   - Create work-flow to get the values from the rules form and push to
   "HPD:IncidentInterface_Create"

Thanks
Mahesh

On Mon, Apr 26, 2010 at 11:37 AM, Ram Rudra wrote:

> **
>
> Yes Mahesh,
>
>
>
> We are looking for the same kind of functionality. Can you brief me how can
> I do it. From remedy point of view the email interface is ready to create
> incidents. How can I route the third party application to talk with remedy.
>
>
>
> Thanks & Regards,
>
> Rambabu Rudra
>
> System Administrator
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Mahesh Chandra
> *Sent:* Monday, April 26, 2010 9:55 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 7.1 with 3rd party monitoring tool integration
>
>
>
> ** You may also use the email functionality.
>
> Thanks
> Mahesh
>
> On Fri, Apr 23, 2010 at 10:18 AM, Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
> If your monitoring tool has the ability to call web services then that is
> how I would go about doing the integration.
>
> Basically the following...
>
> Monitoring tool detects problem and calls a Remedy web service (on a Remedy
> Mid Tier web server) to push data.
>
> Fred
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Ram Rudra
> Sent: Friday, April 23, 2010 10:16 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARS 7.1 with 3rd party monitoring tool integration
>
> In a brief scenario,
>
> I will get server alerts from my monitoring tool where the remedy system
> need to create an incident. How can I do it? I would like to know what kind
> of  integration interface is required on this task.
>
> Thanks & Regards,
> Ram Rudra
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
> Sent: Friday, April 23, 2010 8:30 PM
> To: arslist@ARSLIST.ORG
>
> Subject: Re: ARS 7.1 with 3rd party monitoring tool integration
>
> My experience ha been that the 3rd party apps provide the integration
> pieces, usually using the API set provided in the User tool client
> libraries.
>
> --Original Message--
> From: Ram Rudra
> Sender: Arslist
> To: Arslist
> ReplyTo: Arslist
> Subject: ARS 7.1 with 3rd party monitoring tool integration
> Sent: Apr 23, 2010 7:53 AM
>
> Hi All,
>
> What Software module from remedy do i require to download from BMC EPD site
> for 3rd party software integrations.
>
> Thanks & Regards,
> Ram Rudra
>
>
> 
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>
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>
>
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>
>
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Re: {Remedy ARS} Re: Support Group Name should only be visible in Change Management not in incident management.

[Mahesh Chandra]

Can you confirm the ITSM version and patch number with this feature ?

Thanks
Mahesh

On Thu, Apr 29, 2010 at 3:18 AM, Nair, Rajesh IN BOM SISL <
nairraj...@siemens.com> wrote:

> Hi, In the group skill forms you will see a drop down called group name..
> select the desired group name . in the table field you will see all the
> entries related to this group search for the entries for which is linked t
> Change request and delete those entries.
>
> Say Group1 has entries for Helpdesk linked to  CTI and RSD and same is done
> for Change.. and you do not what the Group name in the drop down list for
> that particular CTI or RSD combination then delete the entry linked to
> Change Request
>
>
> Regards
> Rajesh Nair
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
> Sent: Thursday, April 29, 2010 12:54 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
> Hi,
> I searched the form Group skill but I have not found this form. Can you
> please tell me other way.
>
> Thanks & Regards
>
> Amanullah
> Software Consultant
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Nair, Rajesh IN BOM SISL
> Sent: Wednesday, April 28, 2010 8:44 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
>  Hi,
> This is related to routing. This can be done from the Group skil from
> wherein the Group  Name can be configured to be seen in the drop down menu
> for Helpdesk and Change or any one(based on the role).
>
> Regards
> Rajesh
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> Sent: Wednesday, April 28, 2010 4:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
> OK, Amanullah.. scratch that idea. I didn't test but thought it might work.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of jham36
> Sent: Tuesday, April 27, 2010 3:00 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
> I still think the Support Group will show up in Incident, just with no
> members.  Tickets can still be assigned to the group, the assignment engine
> just will not be able to pick a person to assign it to.
>
> james
>
> On Apr 27, 12:36 pm, "Pargeter, Christie :CO IS" 
> wrote:
> > Will that allow them to be the Change Implementer?
> >
> > 
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> > Sent: Tuesday, April 27, 2010 8:27 AM
> > To: arsl...@arslist.org
> > Subject: Re: Support Group Name should only be visible in Change
> > Management not in incident management.
> >
> > **
> >
> > Try this...
> >
> > For the people in SP1, set assignment availability to NO and make sure
> > that the people in this group have functional role of Infrastructure
> > Change Manager and/or Assignee. That should work.
> >
> > Marcelo
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
> > Sent: Monday, April 26, 2010 11:03 PM
> > To: arsl...@arslist.org
> > Subject: Support Group Name should only be visible in Change
> > Management not in incident management.
> >
> > **
> >
> > Hi there,
> >
> > Version  7.1.00  Patch 007
> >
> > Support Company:ABC Company
> >
> > Support Organization:   ITDB
> >
> > Support Group Name: SP1
> >
> > The above configuration we are using for both Incident Management and
> > Change Management.
> >
> > Now requirement is that "Support Group Name: SP1" should only be
> > visible in Change Management not in incident management.
> >
> > How is it possible?
> >
> > Thanks in advance
> >
> > Thanks & Regards
> >
> > Amanullah
> >
> > Software Consultant
> >
> > DISCLAIMER:"This e-mail message including any of its attachments is
> > intended solely for the addressee(s) and may contain privileged
> > information. If you are not the addressee or you have received this
> > email message in error, please notify the sender who will remove your
> > details from its database. You are not authorized to read, copy,
> > disseminate, distribute or use this e-mail message or any attachment
> > to it in any manner and must delete the email and destroy any hard
> > copies of it. This e-mail message does not contain financial
> > instructions or commitments of any kind. Any v

Re: {Remedy ARS} Re: Support Group Name should only be visible in Change Management not in incident management.

[Mahesh Chandra]

I wanted to know the ITSM version and patch number with this feature:

*Hi, In the group skill forms you will see a drop down called group name..
select the desired group name . in the table field you will see all the
entries related to this group search for the entries for which is linked t
Change request and delete those entries.

Say Group1 has entries for Helpdesk linked to  CTI and RSD and same is done
for Change.. and you do not what the Group name in the drop down list for
that particular CTI or RSD combination then delete the entry linked to
Change Request

*I think that this feature doesn't exist either in ITSP or ITSM 7.x*.
*
Thanks
Mahesh

On Sat, May 1, 2010 at 2:09 AM, ITN (Amanullah Bashir Ahmed) <
ahmed...@emiratesnbd.com> wrote:

> **
>
> Version  7.1.00  Patch 007
>
>
>
> Thanks & Regards
>
>
>
> Amanullah
>
> Software Consultant
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] *On Behalf Of *Mahesh Chandra
> *Sent:* Friday, April 30, 2010 8:33 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: {Remedy ARS} Re: Support Group Name should only be visible
> in Change Management not in incident management.
>
>
>
> ** Can you confirm the ITSM version and patch number with this feature ?
>
> Thanks
> Mahesh
>
> On Thu, Apr 29, 2010 at 3:18 AM, Nair, Rajesh IN BOM SISL <
> nairraj...@siemens.com> wrote:
>
>  Hi, In the group skill forms you will see a drop down called group name..
> select the desired group name . in the table field you will see all the
> entries related to this group search for the entries for which is linked t
> Change request and delete those entries.
>
> Say Group1 has entries for Helpdesk linked to  CTI and RSD and same is done
> for Change.. and you do not what the Group name in the drop down list for
> that particular CTI or RSD combination then delete the entry linked to
> Change Request
>
>
> Regards
> Rajesh Nair
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of ITN (Amanullah Bashir Ahmed)
> Sent: Thursday, April 29, 2010 12:54 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
> Hi,
> I searched the form Group skill but I have not found this form. Can you
> please tell me other way.
>
> Thanks & Regards
>
> Amanullah
> Software Consultant
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Nair, Rajesh IN BOM SISL
> Sent: Wednesday, April 28, 2010 8:44 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
>  Hi,
> This is related to routing. This can be done from the Group skil from
> wherein the Group  Name can be configured to be seen in the drop down menu
> for Helpdesk and Change or any one(based on the role).
>
> Regards
> Rajesh
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> Sent: Wednesday, April 28, 2010 4:26 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
> OK, Amanullah.. scratch that idea. I didn't test but thought it might work.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arsl...@arslist.org] On Behalf Of jham36
> Sent: Tuesday, April 27, 2010 3:00 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: {Remedy ARS} Re: Support Group Name should only be visible in
> Change Management not in incident management.
>
> I still think the Support Group will show up in Incident, just with no
> members.  Tickets can still be assigned to the group, the assignment engine
> just will not be able to pick a person to assign it to.
>
> james
>
> On Apr 27, 12:36 pm, "Pargeter, Christie :CO IS" 
> wrote:
> > Will that allow them to be the Change Implementer?
> >
> > 
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:arsl...@arslist.org] On Behalf Of Martinez, Marcelo A
> > Sent: Tuesday, April 27, 2010 8:27 AM
> > To: arsl...@arslist.org
> > Subject: Re: Support Group Name should only be visible in Change
> > Management not in incident management.
> >
> > **
> >
> > Try this...
> >
> > For the peo

SRM 2.2 Process(es) using Advance Interface Forms

[Mahesh Chandra]

Hello All

Just wanted to know if anybody had the SRM 2.2 process(es) configured using
Advance Interface Forms. If 'Yes', what all changes were done to the OOB
workflow to get it work with

   - 'Save as Draft' feature
   - 'Add to Cart' feature.
   - Open the form from 'Work Order' after the Request is submitted.
   - Open the form from 'Task' after the Request is submitted.

I have developed over 10 processes in our current ITSP Service Request
Management that use a similar advance forms (except that we dont have 'Save
as Draft' and 'Add to Cart' feature) and I am currently in a phase of moving
all those processes into SRM 2.2. I am done transforming couple of the
processes but wanted to know if anyone was using it in a similar fashion.

Thanks in advance
Mahesh

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Re: BMC Remedy Mid Tier 7.5.00 patch 008

[Mahesh Chandra]

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  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"_

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Re: catch the email before it is deleted

[Mahesh Chandra]

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  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
> 
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Re: ITSM Assignee - Timetable

[Mahesh Chandra]

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" 
 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?
> 
> ___
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> 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, 
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> attachments is strictly prohibited.  If you are not the intended recipient, 
> please contact the sender and delete the material from any computer.
> 
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Re: On Behalf of Permissions Error

[Mahesh Chandra]

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  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"_

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Re: Write Access Permissions Error Submitting SRM On Behalf Of

[Mahesh Chandra]

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  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.
> 
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Re: Client Sensitivity

[Mahesh Chandra]

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  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"_

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Re: SRM -> Work Order (automatic activation?)

[Mahesh Chandra]

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"  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"_

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