Re: Merge Job

[Matt Worsdell]

In which case I give way. I had an issue with 75 that has a workaround.

Sent from my iPhone


On 26 Jul 2010, at 17:42, Kathy Morris  wrote:


**
HI, CMDB 2.1

In a message dated 7/26/2010 12:39:14 P.M. Eastern Daylight Time, m...@worsy.co.uk 
 writes:

**
What version Kathy?

Sent from my iPhone


On 26 Jul 2010, at 16:58, Kathy Morris  wrote:


**
Hi All,


I have created precedence values were Asset takes higher precedence  
over TOPO, with some exceptions based upon a list of field  
attributes.  I configured it this way until we can clean up our  
BMC.ASSET because another developer imported critical data that we  
need directly imported into BMC.ASSET.


For some reason, although I set a higher precedence value for the  
status date in TOPO, the status is not being updated during the  
merge job.


i.e.
Topo status value = 500
Asset status value = 100

The merge job should display the status value from TOPO.  Instead,  
I am seeing the status value for Asset.
Oddly this is happening only to the status, capability, mark as  
deleted, and primary capability fields.  Everything else works.


What could cause this.  BMC support has not been able to figure it  
out either.


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

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Re: Merge Job

[Matt Worsdell]

What version Kathy?

Sent from my iPhone


On 26 Jul 2010, at 16:58, Kathy Morris  wrote:


**
Hi All,


I have created precedence values were Asset takes higher precedence  
over TOPO, with some exceptions based upon a list of field  
attributes.  I configured it this way until we can clean up our  
BMC.ASSET because another developer imported critical data that we  
need directly imported into BMC.ASSET.


For some reason, although I set a higher precedence value for the  
status date in TOPO, the status is not being updated during the  
merge job.


i.e.
Topo status value = 500
Asset status value = 100

The merge job should display the status value from TOPO.  Instead, I  
am seeing the status value for Asset.
Oddly this is happening only to the status, capability, mark as  
deleted, and primary capability fields.  Everything else works.


What could cause this.  BMC support has not been able to figure it  
out either.


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


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Re: ARSystem Service Unable to Start after ARSystem DB Mirrored

[Matt Worsdell]

Sorry Ram just re-read your original question and incorrectly thought you
had restored a database.

Are you attempting to point your arserver to two completely seperate
databases without a load balancer?


> Thanks for the reply Matt,
>
> Can you tell me how to do that?
>
> Thanks & Regards,
> Rambabu Rudra
> System Administrator
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
> Sent: Monday, July 05, 2010 6:26 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARSystem Service Unable to Start after ARSystem DB Mirrored
>
> Have you reset the database owner?
>
> sp_dbowner 'aradmin'
>
> Matt
>
>> Hi All,
>>
>>
>>
>> I have mirrored my ARSystem Database with Server 'A' (Principle &
>> Primary
>> DB
>> server) and Server 'B' (Mirrored & synchronized server). Both server 'A'
>> and
>> Server 'B' has configured to DB Alias name which is pointing in the
>> ar.cfg
>> file to talk with Remedy APP server.
>>
>>
>>
>> Now the error is when I restart my ARServer service, it is unable to
>> start
>>
>>
>>
>> I am not sure how can I point both the Server 'A' and Server 'B'
>> Database
>> mirrored servers in the ar.cfg file.
>>
>>
>>
>> My Server details:-
>>
>> Windows 2003 enterprise with sp2 loaded with Remedy application
>>
>> SQL server 2005 enterprise with sp2 configured with ARSystem DB (Server
>> 'A'
>> and Server 'B' with ARSystem Database mirrored).
>>
>>
>>
>> The below is the available arerror.log file comments:-
>>
>>
>>
>> Mon Jul 05 16:03:59 2010  390600 : Failure during SQL operation to the
>> database (ARERR 552)
>>
>> Mon Jul 05 16:03:59 2010 Cannot open database "ARSystem" requested
>> by
>> the login. The login failed. (SQL Server 4060)
>>
>> Mon Jul 05 16:04:03 2010  BRIE : Cannot establish a network connection
>> to
>> the AR System server (Remedytest (0) : RPC: Program not registered)
>> ARERR
>> -
>> 90
>>
>> Mon Jul 05 16:04:03 2010  BRIE : AR System Application server terminated
>> --
>> fatal error encountered (ARAPPNOTE 4501)
>>
>> Mon Jul 05 16:04:14 2010  390600 : Failure during SQL operation to the
>> database (ARERR 552)
>>
>> Mon Jul 05 16:04:14 2010 Cannot open database "ARSystem" requested
>> by
>> the login. The login failed. (SQL Server 4060)
>>
>>
>>
>> Please help me in this regard and let me know if you need any more
>> information about the issue.
>>
>>
>>
>> Thanks & Regards,
>>
>> Rambabu Rudra
>>
>> System Administrator - Windows, Remedy
>>
>>
>>
>> GSS America InfoTech Ltd., (A SEI-CMMI Level 3 company)
>>
>> India Phone - 91 40 44556600 (Ext: 351)
>>
>> VOIP Phone - 1 847 879 4995 (Ext: 351)
>>
>> Mobile (C) +91 90520 42826
>> Email: *  <mailto:rambabu.ru...@gssamerica.com>
>> rambabu.ru...@gssamerica.com
>>
>> Web:  <http://www.gssamerica.com/> http://www.gssamerica.com
>>
>>
>>
> 
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>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>>
>
> 
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Re: ARSystem Service Unable to Start after ARSystem DB Mirrored

[Matt Worsdell]

Have you reset the database owner?

sp_dbowner 'aradmin'

Matt

> Hi All,
>
>
>
> I have mirrored my ARSystem Database with Server 'A' (Principle & Primary
> DB
> server) and Server 'B' (Mirrored & synchronized server). Both server 'A'
> and
> Server 'B' has configured to DB Alias name which is pointing in the ar.cfg
> file to talk with Remedy APP server.
>
>
>
> Now the error is when I restart my ARServer service, it is unable to start
>
>
>
> I am not sure how can I point both the Server 'A' and Server 'B' Database
> mirrored servers in the ar.cfg file.
>
>
>
> My Server details:-
>
> Windows 2003 enterprise with sp2 loaded with Remedy application
>
> SQL server 2005 enterprise with sp2 configured with ARSystem DB (Server
> 'A'
> and Server 'B' with ARSystem Database mirrored).
>
>
>
> The below is the available arerror.log file comments:-
>
>
>
> Mon Jul 05 16:03:59 2010  390600 : Failure during SQL operation to the
> database (ARERR 552)
>
> Mon Jul 05 16:03:59 2010 Cannot open database "ARSystem" requested by
> the login. The login failed. (SQL Server 4060)
>
> Mon Jul 05 16:04:03 2010  BRIE : Cannot establish a network connection to
> the AR System server (Remedytest (0) : RPC: Program not registered)  ARERR
> -
> 90
>
> Mon Jul 05 16:04:03 2010  BRIE : AR System Application server terminated
> --
> fatal error encountered (ARAPPNOTE 4501)
>
> Mon Jul 05 16:04:14 2010  390600 : Failure during SQL operation to the
> database (ARERR 552)
>
> Mon Jul 05 16:04:14 2010 Cannot open database "ARSystem" requested by
> the login. The login failed. (SQL Server 4060)
>
>
>
> Please help me in this regard and let me know if you need any more
> information about the issue.
>
>
>
> Thanks & Regards,
>
> Rambabu Rudra
>
> System Administrator - Windows, Remedy
>
>
>
> GSS America InfoTech Ltd., (A SEI-CMMI Level 3 company)
>
> India Phone - 91 40 44556600 (Ext: 351)
>
> VOIP Phone - 1 847 879 4995 (Ext: 351)
>
> Mobile (C) +91 90520 42826
> Email: *  
> rambabu.ru...@gssamerica.com
>
> Web:   http://www.gssamerica.com
>
>
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>

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Re: What is the number maximum of incidents that can be related?

[Matt Worsdell]

In theory it is unlimited. The relationship is stored on an association
table.

In reality an incident can not be related to itself, nor to another
incident more than once and so the limitation is the number of incidents
submitted less itself.

>
> Hi
>
> I would like to know if some of you knows what is the number maximum of
> incidents that can be related to an incident?
> ITSM 7.0.3
> Best Regards
>
>
> Lourdes Ortiz Sada
> Infraestructura
>
> Oficina: +52 52412660
> Celular: 044 55 3011 9320
>
> Visita www.quitze.com
>
>
> Por favor borre este e-mail y notifíquenos inmediatamente si usted no es
> el
> destinatario previsto. Quitze no entra en contratos u obligaciones
> contractuales vía correo electrónico, a menos que este contenido de otra
> manera por escrito entre las partes que esta tratando
>
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Re: Status History issue in Incident

[Matt Worsdell]

I expect it's showing teh RequestID and you are confusing with the Inciden
t ID. The Incident ID is not field 1 in ITSM7.

> Hi,
>
> We are on ARS 7.1 and when we search for a incident and hit CTRL H or View
> Status History, it opens window showing status history of a different
> incident.
>
> Is this a known bug - is there a work-around.
>
> Thanks
> Atul Vohra
>
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Re: Its been too long

[Matt Worsdell]

SET, SET ALL, QUERY

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: 17 June 2010 9:02 PM
To: arslist@ARSLIST.ORG
Subject: Its been too long

 

** 

well, I went to go code, and I forgot the execute on action to set the
fields read only when the user toggles (F3)  from new screen mode to the
search mode.

 

I tried execute on OPERATION LIKE "Search", however the user is not
searching yet.

Then I tried execute on OPERATION = "Display" - still not working...

 

I have been in CMDB world too long... and not AR System development side...

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Re: Is Remedy login ID aliasing possible (irrespetive of AREA auth)?

[Matt Worsdell]

Page 102 of the configuring ARS Manual

Setting up an authentication alias
An authentication alias allows you to use an alternate user name (User Name
Alias) or an authentication string (Authentication String Alias) when the
operating
system or an AR System external authentication (AREA) plug-in is performing
the
authentication. The User Name Alias and the Authentication String Alias
operate
independently of one another, so you can use both or either one alone.
NOTE
The authentication string value can be accessed in AREA plug-ins by using
the
$\AUTHSTRING$ keyword.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Wayne Keenan
Sent: 17 June 2010 4:04 PM
To: arslist@ARSLIST.ORG
Subject: Is Remedy login ID aliasing possible (irrespetive of AREA auth)?

Hi,

The users in a customer's Remedy 7.5 system have their login id set to their
Active Directory shortnames.

This is working well with AREALDAP with no aliasing being required.

However, the customer would like to be able to let the users enter their
email (or principal name in AD speak) into the UserTool /without/ changing
the Remedy login ID. (Because of the knock on effects of existing user id
references in incidents, approvals etc)

After reading the 7.5 integration guide and KM11373 it would appear that
although it would be possible to map from a login id to an AD/orother ID it
isn't possible for Remedy to find a user on anything other than the Remedy
Login ID, irrespective of AREA auth being enabled. Is that correct?

Probably a basic question,but you never know what's buried out there :)
Any feedback is greatly welcomed.

Regards
Wayne


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Re: Interview Questions - Please help

[Matt Worsdell]

Not to be confused with DDE-Prod and DDE-Pull.


> I'll take number 11
> What is the function of DDE-Poke?
>
> DDE-Poke is French for when you have to poke the server to get it to do
> what you want.
> _
>
>
> John Atherly  |   APC by Schneider Electric   |  Information, Process &
> Organization (IPO)  |   Remedy Administrator / Developer
> Phone: +401-7899-5735 ext. 2120  |   Fax: +401-789-3710  |
> Email: john.athe...@apcc.com  |   Site: www.apc.com/  |   Address: 132
> Fairgrounds Road, West Kingston, RI 02892 USA
> *** Please consider the environment before printing this e-mail
>
>
>
>
> Ram Rudra 
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 06/16/2010 05:29 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Interview Questions - Please help
>
>
>
>
>
>
> Hi All,
>
> In an interview point of view, I have gathered the below questions and
> looking for answers. Please help.
>
> 1) What is the difference between and Active Link and a Filter?
> 2) What is a .def file used for?
> 3) What is a .arx file?
> 4) Who is Doug Mueller?
> 5) What is a use for an Active Link Guide?
> 6) What type of field is the "Worklog" field?
> 7) Name two DBMSs in which Remedy ARS can run on top of?
> 8) What does ARS stand for?
> 9) What are the core fields?
> 10) What does $MENU$ do?
> 11) What is the function of DDE-Poke?
> 12) What are ar.ini and ar.conf files used for?
> 13) Describe the features that are available by comparing ARS Ver. 6.3,
> 7.1
> and 7.5 majorly?
> 14) Why ardiff utility is used for?
> 15) How do you deploy your application on web?
> 16) When and in what situation you use workflow log, arerror.log,
> arfilter.log, aresc.log?
> 17) Explain the actions available in active link which are not in Filters.
> Explain why it is not.
> 18) Why ardiff utility is used for?
> 19) What is the primary table in the AR System data dictionary?
> 20) How does the AR System manage the data you see in Remedy Forms?
> 21) Without using DSO or EIE, what are your thoughts for providing a
> 'STANDARDIZED' methodology for interfacing/integrating with Remedy
> applications.  This customer was actually looking to use C.I.M. or some
> other open standard solution to interface with Remedy what you say?
> 22) How do you troubleshoot AR System server outages to restore access to
> the system?
> 23) How does mid-tier work and where does it fit in the client server
> architecture?
> 24) Describe how filters work?  They were actually looking how filters
> work
> in different phases... which led to the next question.
> 25) Can you force a filter to fire all actions in the first phase?
> 26) List all of the possible uses for guides.  They were looking for
> walking
> tables?
> 27) What is walking tables?
> 28) when you use CMDBDriver.exe command line utility?
> 29) When you use arreload.exe command line utility?
> 30) how you reset the application administrator / demo password if you
> forget it?
> 31) When you use arsignal command line utility?
> 32) When you use runmacro command line utility?
> 33) When you use archgid command line utility?
> 34) How many table types are available in ARSystem Database and explain
> them?
>
> Thanks & Regards,
> Ram Rudra
>
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>
>
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Re: Interview Questions - Please help

[Matt Worsdell]

Ah Ok, well I'll answer the first one then you just need 33 more replies.

The simple answer is that an Active Link is client side code whereas a
Filter is server side code.

An active link is triggered by the end user interacting with the
application, for example using a button, selecting a menu or diplaying an
entry. A filter is triggered by an action on the server, whether through a
submission, modification, deletion, merge or returning an entry.

In addition to Active Links and Filters there are Escalations which can
trigger server side code, or interact directly based on a timed schedule.


> Hi Matt,
>
> I want answers only.
>
> I have gathered most of the questions from Google only.
>
> The 4th question I found in this link
> http://www.mail-archive.com/arslist@arslist.org/msg43690.html
>
> Thanks & Regards,
> Ram Rudra
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
> Sent: Wednesday, June 16, 2010 3:54 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Interview Questions - Please help
>
> You want answers to these questions or an opinion on them?
>
> No disrespect to Doug but question 4 is not relevant to how good someone
> might be.
>
> Some would be pretty much insulted if asked those questions so who is your
> target interviewee? What sort of experience would they have?
>
> Matt
>
>
>> Hi All,
>>
>> In an interview point of view, I have gathered the below questions and
>> looking for answers. Please help.
>>
>> 1) What is the difference between and Active Link and a Filter?
>> 2) What is a .def file used for?
>> 3) What is a .arx file?
>> 4) Who is Doug Mueller?
>> 5) What is a use for an Active Link Guide?
>> 6) What type of field is the "Worklog" field?
>> 7) Name two DBMSs in which Remedy ARS can run on top of?
>> 8) What does ARS stand for?
>> 9) What are the core fields?
>> 10) What does $MENU$ do?
>> 11) What is the function of DDE-Poke?
>> 12) What are ar.ini and ar.conf files used for?
>> 13) Describe the features that are available by comparing ARS Ver. 6.3,
>> 7.1
>> and 7.5 majorly?
>> 14) Why ardiff utility is used for?
>> 15) How do you deploy your application on web?
>> 16) When and in what situation you use workflow log, arerror.log,
>> arfilter.log, aresc.log?
>> 17) Explain the actions available in active link which are not in
>> Filters.
>> Explain why it is not.
>> 18) Why ardiff utility is used for?
>> 19) What is the primary table in the AR System data dictionary?
>> 20) How does the AR System manage the data you see in Remedy Forms?
>> 21) Without using DSO or EIE, what are your thoughts for providing a
>> 'STANDARDIZED' methodology for interfacing/integrating with Remedy
>> applications.  This customer was actually looking to use C.I.M. or some
>> other open standard solution to interface with Remedy what you say?
>> 22) How do you troubleshoot AR System server outages to restore access
>> to
>> the system?
>> 23) How does mid-tier work and where does it fit in the client server
>> architecture?
>> 24) Describe how filters work?  They were actually looking how filters
>> work
>> in different phases... which led to the next question.
>> 25) Can you force a filter to fire all actions in the first phase?
>> 26) List all of the possible uses for guides.  They were looking for
>> walking
>> tables?
>> 27) What is walking tables?
>> 28) when you use CMDBDriver.exe command line utility?
>> 29) When you use arreload.exe command line utility?
>> 30) how you reset the application administrator / demo password if you
>> forget it?
>> 31) When you use arsignal command line utility?
>> 32) When you use runmacro command line utility?
>> 33) When you use archgid command line utility?
>> 34) How many table types are available in ARSystem Database and explain
>> them?
>>
>> Thanks & Regards,
>> Ram Rudra
>>
>>
> 
> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>>
>>
>>
>
> 
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Re: Interview Questions - Please help

[Matt Worsdell]

You want answers to these questions or an opinion on them?

No disrespect to Doug but question 4 is not relevant to how good someone
might be.

Some would be pretty much insulted if asked those questions so who is your
target interviewee? What sort of experience would they have?

Matt


> Hi All,
>
> In an interview point of view, I have gathered the below questions and
> looking for answers. Please help.
>
> 1) What is the difference between and Active Link and a Filter?
> 2) What is a .def file used for?
> 3) What is a .arx file?
> 4) Who is Doug Mueller?
> 5) What is a use for an Active Link Guide?
> 6) What type of field is the "Worklog" field?
> 7) Name two DBMSs in which Remedy ARS can run on top of?
> 8) What does ARS stand for?
> 9) What are the core fields?
> 10) What does $MENU$ do?
> 11) What is the function of DDE-Poke?
> 12) What are ar.ini and ar.conf files used for?
> 13) Describe the features that are available by comparing ARS Ver. 6.3,
> 7.1
> and 7.5 majorly?
> 14) Why ardiff utility is used for?
> 15) How do you deploy your application on web?
> 16) When and in what situation you use workflow log, arerror.log,
> arfilter.log, aresc.log?
> 17) Explain the actions available in active link which are not in Filters.
> Explain why it is not.
> 18) Why ardiff utility is used for?
> 19) What is the primary table in the AR System data dictionary?
> 20) How does the AR System manage the data you see in Remedy Forms?
> 21) Without using DSO or EIE, what are your thoughts for providing a
> 'STANDARDIZED' methodology for interfacing/integrating with Remedy
> applications.  This customer was actually looking to use C.I.M. or some
> other open standard solution to interface with Remedy what you say?
> 22) How do you troubleshoot AR System server outages to restore access to
> the system?
> 23) How does mid-tier work and where does it fit in the client server
> architecture?
> 24) Describe how filters work?  They were actually looking how filters
> work
> in different phases... which led to the next question.
> 25) Can you force a filter to fire all actions in the first phase?
> 26) List all of the possible uses for guides.  They were looking for
> walking
> tables?
> 27) What is walking tables?
> 28) when you use CMDBDriver.exe command line utility?
> 29) When you use arreload.exe command line utility?
> 30) how you reset the application administrator / demo password if you
> forget it?
> 31) When you use arsignal command line utility?
> 32) When you use runmacro command line utility?
> 33) When you use archgid command line utility?
> 34) How many table types are available in ARSystem Database and explain
> them?
>
> Thanks & Regards,
> Ram Rudra
>
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Re: Curious filter issue

[Matt Worsdell]

Hmm ignore that, I re-read your thread and it would appear that what you
are saying is that $NumberOfDays$ does not have a value?

Is that correct?


> You are trying to add an integer to a Timestamp. Rather than do that split
> the process, create a display only integer field (IntegerField) and
> perform the following.
>
> Set Fields IntegerField = $TIMESTAMP$
> Set Fields IntegerField = IntegerField + (60*60*24*$NumberOfDays$)
> Set Fields RequiredResolutionField = IntegerField
>
> You can do this all in the same Filter.
>
> If you ae using ITSM you may find a suitable DisplayOnly integer field you
> can use is already created.
>
> Matt
>
>
>> But I am
>> Required Resolution Date (date/time field) to
>> $TIMESTAMP$+(60*60*24*$NumberOfDays$)
>>
>> Required Resolution Date is on the current form, but $NumberOfDays$ is
>> from the selected form; it is an integer field on the form I'm
>> searching.
>>
>> Anne Ramey
>> Remedy System Administrator
>> State of North Carolina
>> Office of Information Technology Services (ITS)
>> Service Delivery Division
>> ITSM & ITAM Services
>> Office (919) 754-6521
>> Home Office (919) 842-5420
>> ITS Service Desk : (919) 754-6000 or (800) 722-3946
>> anne.ra...@nc.gov
>> http://its.state.nc.us
>>
>> RHCE, ITIL Foundation
>>
>> ***
>> E-mail correspondence to and from this address may be subject to the
>> North
>> Carolina Public Records Law and may be disclosed to third parties only
>> by
>> an authorized State Official.
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
>> Sent: Thursday, June 03, 2010 11:58 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Curious filter issue
>>
>> **
>> Anne,
>> The reason it's changing back to 'current transaction' is because you
>> aren't setting a field on your form with a field from the searchit's
>> an annoying feature, but it's there
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
>> Sent: Thursday, June 03, 2010 7:24 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Curious filter issue
>>
>> **
>> The filter log is not helpful, it just shows the field being set to the
>> current time stamp (because the value isn't being pulled from the form
>> it's supposed to be because the filter is incorrectly changing to
>> "current
>> transaction" from the correct selection criteria).  I didn't grab the
>> SQL
>> log, I'll have to do that and see what it says.
>>
>> Anne Ramey
>> ***
>> E-mail correspondence to and from this address may be subject to the
>> North
>> Carolina Public Records Law and may be disclosed to third parties only
>> by
>> an authorized State Official.
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
>> Sent: Thursday, June 03, 2010 5:56 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Curious filter issue
>>
>> **
>> Depending on what you have used to set that field, take an active link
>> or
>> a filter or escalation log and see what happens when that piece of
>> workflow fires...
>>
>> An SQL log might be useful too..
>>
>> Joe
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org]on Behalf Of Ramey, Anne
>> Sent: Thursday, June 03, 2010 5:49 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Curious filter issue
>> **
>> I checked, it's Date/Time
>>
>> Anne Ramey
>> ***
>> E-mail correspondence to and from this address may be subject to the
>> North
>> Carolina Public Records Law and may be disclosed to third parties only
>> by
>> an authorized State Official.
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
>> Sent: Thursday, June 03, 2010 4:36 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Curious filter issue
>>
>> **
>> Anne,
>>
>> Make sure that the field you have created is not a Date Only field but a
>> Date and Time field.. If its a Date Only field then your calculation
>> should be $DATE$*$NumberOfDays$.
>>
>> The Date Only field type uses $DATE$ and is different from the Date and
>> Time field type which uses $TIMESTAMP$ for setting values to it..
>>
>> Cheers
>>
>> Joe
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org]on Behalf Of Ramey, Anne
>> Sent: Thursday, June 03, 2010 3:49 PM
>> To: arslist@ARSLIST.ORG
>> Subject: Curious filter issue
>> **
>> I have a set fields action that just doesn't like what I'm setting the
>> field to.  I'm trying to set a date field using math; I'm trying to set
>> Required Resolution Date (date/time field) to
>> $TIMESTAMP$+(60*60*24*$NumberOfDays$)
>> on some custom forms and it just doesn't work.  If I set it with another
>> date/time field,

Re: Curious filter issue

[Matt Worsdell]

You are trying to add an integer to a Timestamp. Rather than do that split
the process, create a display only integer field (IntegerField) and
perform the following.

Set Fields IntegerField = $TIMESTAMP$
Set Fields IntegerField = IntegerField + (60*60*24*$NumberOfDays$)
Set Fields RequiredResolutionField = IntegerField

You can do this all in the same Filter.

If you ae using ITSM you may find a suitable DisplayOnly integer field you
can use is already created.

Matt


> But I am
> Required Resolution Date (date/time field) to
> $TIMESTAMP$+(60*60*24*$NumberOfDays$)
>
> Required Resolution Date is on the current form, but $NumberOfDays$ is
> from the selected form; it is an integer field on the form I'm searching.
>
> Anne Ramey
> Remedy System Administrator
> State of North Carolina
> Office of Information Technology Services (ITS)
> Service Delivery Division
> ITSM & ITAM Services
> Office (919) 754-6521
> Home Office (919) 842-5420
> ITS Service Desk : (919) 754-6000 or (800) 722-3946
> anne.ra...@nc.gov
> http://its.state.nc.us
>
> RHCE, ITIL Foundation
>
> ***
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by
> an authorized State Official.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
> Sent: Thursday, June 03, 2010 11:58 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Curious filter issue
>
> **
> Anne,
> The reason it's changing back to 'current transaction' is because you
> aren't setting a field on your form with a field from the searchit's
> an annoying feature, but it's there
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
> Sent: Thursday, June 03, 2010 7:24 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Curious filter issue
>
> **
> The filter log is not helpful, it just shows the field being set to the
> current time stamp (because the value isn't being pulled from the form
> it's supposed to be because the filter is incorrectly changing to "current
> transaction" from the correct selection criteria).  I didn't grab the SQL
> log, I'll have to do that and see what it says.
>
> Anne Ramey
> ***
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by
> an authorized State Official.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
> Sent: Thursday, June 03, 2010 5:56 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Curious filter issue
>
> **
> Depending on what you have used to set that field, take an active link or
> a filter or escalation log and see what happens when that piece of
> workflow fires...
>
> An SQL log might be useful too..
>
> Joe
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org]on Behalf Of Ramey, Anne
> Sent: Thursday, June 03, 2010 5:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Curious filter issue
> **
> I checked, it's Date/Time
>
> Anne Ramey
> ***
> E-mail correspondence to and from this address may be subject to the North
> Carolina Public Records Law and may be disclosed to third parties only by
> an authorized State Official.
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
> Sent: Thursday, June 03, 2010 4:36 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Curious filter issue
>
> **
> Anne,
>
> Make sure that the field you have created is not a Date Only field but a
> Date and Time field.. If its a Date Only field then your calculation
> should be $DATE$*$NumberOfDays$.
>
> The Date Only field type uses $DATE$ and is different from the Date and
> Time field type which uses $TIMESTAMP$ for setting values to it..
>
> Cheers
>
> Joe
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org]on Behalf Of Ramey, Anne
> Sent: Thursday, June 03, 2010 3:49 PM
> To: arslist@ARSLIST.ORG
> Subject: Curious filter issue
> **
> I have a set fields action that just doesn't like what I'm setting the
> field to.  I'm trying to set a date field using math; I'm trying to set
> Required Resolution Date (date/time field) to
> $TIMESTAMP$+(60*60*24*$NumberOfDays$)
> on some custom forms and it just doesn't work.  If I set it with another
> date/time field, it works, but if I try and calculate time using
> timestamp, it doesn't.  According to abydos, if I put in the calucation,
> the other part of the action changes from selecting from my form to
> "current transaction"--but this is not reflected on the screen when
> looking at the filter in administrator.  I came up with a 

Re: ARERR 299 Too many levels in filter processing

[Matt Worsdell]

All valid points, however it is still a legitimate option and doesn't
necessarily mean a system is hard to manage.

> It's not like using an overpowered ability in a video game. Just because
> you can do something doesn't necessarily mean it's a good idea. It's
> just begging for some kind of data integrity issue. What if BMC changes
> the underlying table structures?  Plus, if you ever switch databases,
> the SQL will have to change.
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
> Sent: Wednesday, June 02, 2010 4:43 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: ARERR 299 Too many levels in filter processing
>
> I fail to see why, Direct SQL is a legitimate built in option.
>
>
>> Hi,
>>
>> Direct SQL makes a system hard to manage. If there are built in
> options
>> other than Direct SQL, use them instead!
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se
>>
>> Products from RRR Scandinavia:
>> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy
> logs.
>> Find these products, and many free tools and utilities, at
> http://rrr.se.
>>
>>> Another option would be to use a Direct SQL Action.
>>>
>>> Matt
>>>
>>>
>>>> Hi fellow listers,
>>>>
>>>> This is something which i had tried.
>>>>
>>>> My need was to change a field value in a form after a record is
>>>> submitted/modified and the record for which i need the field value
>>>> change
>>>> to
>>>> be made is the one which got submitted/modified.
>>>>
>>>> So I created a filter which gets triggerred(i.e on action Submit and
>>>> Modify)and then do a push field and change the value in the field
> for
>>>> the
>>>> same form-record.
>>>>
>>>> Now my problem here is that as I am doing the push in the same form
> for
>>>> changing a value in the field, "ARERR 299 Too many levels in filter
>>>> processing" occurs. I know this happens because the Push field
> action
>>>> ultimately triggers a submit/modify action on the same form and the
>>>> filter
>>>> get triggerred infinitely.
>>>>
>>>> Can anyone suggest me a different approach to this?
>>>>
>>>> Cheers :)
>>>> --
>>>> View this message in context:
>>>>
> http://old.nabble.com/ARERR-299-Too-many-levels-in-filter-processing-tp2
> 8750990p28750990.html
>>>> Sent from the ARS (Action Request System) mailing list archive at
>>>> Nabble.com.
>>>>
>>>>
> 
> ___
>>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>>>>
>>>>
>>>
>>>
> 
> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>>>
>>> --
>>> This message was scanned by ESVA and is believed to be clean.
>>>
>>
>>
> 
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>>
>
> 
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> This email and any files transmitted with it are confidential and
> intended solely for the individual or entity to whom they are
> addressed. If you have received this email in error destroy it
> immediately.
>
>*** Walmart
> Confidential ***
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Re: ARERR 299 Too many levels in filter processing

[Matt Worsdell]

I fail to see why, Direct SQL is a legitimate built in option.


> Hi,
>
> Direct SQL makes a system hard to manage. If there are built in options
> other than Direct SQL, use them instead!
>
> Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> Another option would be to use a Direct SQL Action.
>>
>> Matt
>>
>>
>>> Hi fellow listers,
>>>
>>> This is something which i had tried.
>>>
>>> My need was to change a field value in a form after a record is
>>> submitted/modified and the record for which i need the field value
>>> change
>>> to
>>> be made is the one which got submitted/modified.
>>>
>>> So I created a filter which gets triggerred(i.e on action Submit and
>>> Modify)and then do a push field and change the value in the field for
>>> the
>>> same form-record.
>>>
>>> Now my problem here is that as I am doing the push in the same form for
>>> changing a value in the field, "ARERR 299 Too many levels in filter
>>> processing" occurs. I know this happens because the Push field action
>>> ultimately triggers a submit/modify action on the same form and the
>>> filter
>>> get triggerred infinitely.
>>>
>>> Can anyone suggest me a different approach to this?
>>>
>>> Cheers :)
>>> --
>>> View this message in context:
>>> http://old.nabble.com/ARERR-299-Too-many-levels-in-filter-processing-tp28750990p28750990.html
>>> Sent from the ARS (Action Request System) mailing list archive at
>>> Nabble.com.
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>>>
>>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
>>
>> --
>> This message was scanned by ESVA and is believed to be clean.
>>
>
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Re: ARERR 299 Too many levels in filter processing

[Matt Worsdell]

Another option would be to use a Direct SQL Action.

Matt


> Hi fellow listers,
>
> This is something which i had tried.
>
> My need was to change a field value in a form after a record is
> submitted/modified and the record for which i need the field value change
> to
> be made is the one which got submitted/modified.
>
> So I created a filter which gets triggerred(i.e on action Submit and
> Modify)and then do a push field and change the value in the field for the
> same form-record.
>
> Now my problem here is that as I am doing the push in the same form for
> changing a value in the field, "ARERR 299 Too many levels in filter
> processing" occurs. I know this happens because the Push field action
> ultimately triggers a submit/modify action on the same form and the filter
> get triggerred infinitely.
>
> Can anyone suggest me a different approach to this?
>
> Cheers :)
> --
> View this message in context:
> http://old.nabble.com/ARERR-299-Too-many-levels-in-filter-processing-tp28750990p28750990.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Re: Mass renaming workflow

[Matt Worsdell]

http://www.arutilities.com/ is your friend.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kelly Logan
Sent: 19 May 2010 8:29 PM
To: arslist@ARSLIST.ORG
Subject: Mass renaming workflow

 

** 

Hello All,

 

I would like to modify a workflow naming convention, which leaves me with
several hundred disabled active links and filters that have an asterisk "*"
on their end.

 

Has anyone done a mass rename like this?  It certainly seems like you could
do so through the database, but I'm concerned that there is more than
actlink.name that will need to be simultaneously modified.  (Or perhaps
there is a server cache that has to be rebuilt?)

 

Thank you in advance for your ideas and experiences!  :^)

 

Kelly Logan

Remedy Consultant

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


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Re: Need urgent help

[Matt Worsdell]

It's not a "stick a cd in the drive upgrade" though. There is a whole  
business change process to work through.


Sent from my iPhone


On 19 May 2010, at 16:48, Ben Chernys  
 wrote:



Matt,

It IS possible to migrate the data in a automated way.  That includes
People, Groups, Help Desk Tickets, Assets etc.

We offer a fixed price service that will migrate all foundation and
transaction data along with any customised data using Meta-Update.   
Other

customers have done this as well on their own using Meta-Update.

This IS a data migration and it therefore excludes workflow  
migration but

does include any customised data.

Cheers
Ben Chernys

Senior Software Architect
Software Tool House Inc.

Canada / Deutschland / Germany
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   ben.cher...@softwaretoolhouse.com
Web: www.softwaretoolhouse.com

Check out Software Tool House's free Diary Editor.

Meta-Update, our premium ARS Data tool, lets you automate
your imports, migrations, in no time at all, without programming,
without staging forms, without merge workflow.
http://www.softwaretoolhouse.com/



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: May 19, 2010 5:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Need urgent help

And it is not possible to upgrade ITSM 5 to 7, migrate yes but not  
upgrade.

That's a whole can of other worms.

Matt


Actually, the 5.x documents are on the BMCDN.  Just do a search for
them there, they're all in a zip file.

Rick

On Wed, May 19, 2010 at 7:55 AM, Arnab Baral   
wrote:



**
Hi Listers,

We are in the plan of upgrading AR system applications which are in
version
5 as of now. They will be upgraded to ARS 7.0. We will be using
Oracle 10 g as the DB.

Please share any related doc since BMC portal does not have any doc
of version 5 as of now. At the same time we need to upgrade ITSM 5
and helpdesk to version 7 and have to take care of all foundation
data (people,incidents
etc)

Please get back to me and I will be waiting eagerly for your reply.

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


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Re: Need urgent help

[Matt Worsdell]

And it is not possible to upgrade ITSM 5 to 7, migrate yes but not
upgrade. That's a whole can of other worms.

Matt

> Actually, the 5.x documents are on the BMCDN.  Just do a search for them
> there, they're all in a zip file.
>
> Rick
>
> On Wed, May 19, 2010 at 7:55 AM, Arnab Baral  wrote:
>
>> **
>> Hi Listers,
>>
>> We are in the plan of upgrading AR system applications which are in
>> version
>> 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle
>> 10 g
>> as the DB.
>>
>> Please share any related doc since BMC portal does not have any doc of
>> version 5 as of now. At the same time we need to upgrade ITSM 5 and
>> helpdesk
>> to version 7 and have to take care of all foundation data
>> (people,incidents
>> etc)
>>
>> Please get back to me and I will be waiting eagerly for your reply.
>>
>> Regards
>> Arnab
>> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
> ___
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Re: Set multiple Status levels in a guide.

[Matt Worsdell]

Probably easier to just to use a direct sql update.

Matt


> Rick and Fred,
> I went to the Filter Guide because I couldn't get the Active Link to do
> the multiple Commit actions. I may have had a Run if of $OPERATION$ =
> "CREATE" now that I think of it which would stop the second commit.
> Another reason is that this is a rule and Doug says Rules should run in
> filters. ;^>
> I'll probably try what you both suggested an leverage the Phases. Set
> fields to Assigned  then a push fields to  Resolved.
> An escalation takes care of Closing all Resolved tickets after a three day
> review period.
> Thanks,
>
> ---
> John J. Reiser
> Senior Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
> Sent: Wednesday, April 28, 2010 6:13 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Set multiple Status levels in a guide.
>
> What you need to do is to perform some sort of commit between the setting
> of the status values.   It depends on what your button does.   One method
> is to use Active Link(s) and perform a Commit Changes action between
> setting the values.  If you really want to use Filters (so the user can do
> a Set All) you can always do a Push action to the same form setting the
> Status = Status + 1
>
> Fred
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Rick Cook
> Sent: Wednesday, April 28, 2010 4:41 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Set multiple Status levels in a guide.
>
> **
> If you only need two values, what about having the first Filter fire in
> Phase 1?  Would that make any difference?  I was also thinking of an AL
> guide, because you can force the Commit Changes action in an AL.
>
> Or, maybe just fire the first one in that guide, then have the other one
> in another guide that fires After Modify.
>
> Rick
> On Wed, Apr 28, 2010 at 2:35 PM, Reiser, John J
> mailto:john.j.rei...@lmco.com>> wrote:
> **
> Hello Listers,
> ARS 7.1 Patch 6
> MS SQL 2005
> I am trying to get a guide to run multiple filters that step through the
> status levels in our home grown Helpdesk.
> I record the Status-History.TIME.XYZ values to gather metrics.
> We need to prevent tickets from skipping certain status levels but the
> Helpdesk Supervisor wants the ability to click a "Quick Close" button.
> This button will be used at submit time to set the
> Status-History.TIME.New, Status-History.TIME.Assigned,
> Status-History.TIME.Resolved and the AutoClose date field.
> I want it to simulate the action of stepping through the status values or
> just recording the time in the Status-History.Time values.
> I tried making two filters that do SET fields Status - Assigned and Status
> - Resolved respectively.  I run them in a guide but the only status value
> that gets set is the one associated with the second filter in the guide. (
> If is swap them the ticket is Assigned and not Resolved.)
> TIA,
> ---
> John J. Reiser
> Senior Software Development Analyst
> Remedy Administrator/Developer
> Lockheed Martin - MS2
> The star that burns twice as bright burns half as long.
> Pay close attention and be illuminated by its brilliance. - paraphrased by
> me
>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
>
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Re: Upgrade of CMDB 2.x to 7.6

[Matt Worsdell]

Thanks, but I checked that.

> Matt,
>
> You would like to check 'Fields in View' in the form view properties.
> Recently we upgraded ITSM 7.0.0.3 to 7.6 and we had the same problem few
> fields.
>
> Hope this helps.
> --
> View this message in context:
> http://ars-action-request-system.1093659.n2.nabble.com/Upgrade-of-CMDB-2-x-to-7-6-tp4967618p4968643.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
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Re: Upgrade of CMDB 2.x to 7.6

[Matt Worsdell]

Thanks for the reply Peter, I know that is right, the reply I got from BMC
was arrogant in the extreme.

Good luck with the upgrade.

> Matt,
>
> I'm working on an upgrade from AM 7.03 P6 to ITSM 7.6 P1 / CMDB 2.1 P1 to
> CMDB 7.6 P1.
>
> I have only done the test upgrade in a Windows 2008/SQL Server 2008
> virtual environment but can see the asset attributes, eg Company and Cost,
> on the BMC.CORE:BMC_BaseElement and BMC.CORE:BMC_ComputerSystem forms.
>
> Our main builds will be a Solaris/Oracle server groups but we won't be
> doing the first until the end of May.
>
> Cheers
>
> Peter
>
>
>> All
>>
>> We have recently performed an upgrade of CMDB 2.x to 7.6 (P1) with
>> exitsing ARServer upgrade, and Patches for ITSM 703. The upgrade has
>> successfully completed however looking at the BMC:CORE forms attributes
>> belonging to the ITSM app, i.e. BMC.AM Namespace do not appear.
>>
>> We have no Custom tabs holding the attributes, I can't manually open the
>> join and right click add the missing attributes, nor can I run a
>> qualification using them. The AST joins are fine, the missing attributes
>> are visible and positioned correctly, and interrogating the database
>> using
>> SQL Plus returns values.
>>
>> It would therefore appear the CMDB thinks it is a OOTB Atrium install
>> without the Asset Management implementation.
>>
>> Both our Dev and UAT servers look fine. The Prod server is a server
>> group
>> setup which is the only difference.
>>
>> Despite having a working Dev and Test environment, plus a VM instance
>> completely OOTB which again looks fine, I'm being told by BMC this is
>> correct behaviour. I have double and triple checked previous upgrades
>> and
>> have asked colleagues on other sites to double check and all have Custom
>> tabs in v7.5/6, so I'm not going mad!
>>
>> Has anyone else experienced this issue following an upgrade or install?
>>
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Upgrade of CMDB 2.x to 7.6

[Matt Worsdell]

All

We have recently performed an upgrade of CMDB 2.x to 7.6 (P1) with
exitsing ARServer upgrade, and Patches for ITSM 703. The upgrade has
successfully completed however looking at the BMC:CORE forms attributes
belonging to the ITSM app, i.e. BMC.AM Namespace do not appear.

We have no Custom tabs holding the attributes, I can't manually open the
join and right click add the missing attributes, nor can I run a
qualification using them. The AST joins are fine, the missing attributes
are visible and positioned correctly, and interrogating the database using
SQL Plus returns values.

It would therefore appear the CMDB thinks it is a OOTB Atrium install
without the Asset Management implementation.

Both our Dev and UAT servers look fine. The Prod server is a server group
setup which is the only difference.

Despite having a working Dev and Test environment, plus a VM instance
completely OOTB which again looks fine, I'm being told by BMC this is
correct behaviour. I have double and triple checked previous upgrades and
have asked colleagues on other sites to double check and all have Custom
tabs in v7.5/6, so I'm not going mad!

Has anyone else experienced this issue following an upgrade or install?

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Re: Service-now.com

[Matt Worsdell]

The tool itself yes, I was referring to customisations.

Sent from my iPhone


On 22 Mar 2010, at 18:35, Bing  wrote:


Service-Now is primarily written in Java -- not JavaScript.

-- Bing

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Monday, March 22, 2010 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

JavaScript predominantly although it has it's own graphical workflow
interface.

Sent from my iPhone


On 22 Mar 2010, at 18:06, Guillaume Rheault   
wrote:



Hey Bing,

concerned quelled! :-)
So what programming language(s) is Service-Now is developed with?

Guillaume


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Bing [b...@itm3.com]
Sent: Monday, March 22, 2010 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Have worked with Service-Now and found it to be a perfectly viable
software-as-a-service (SaaS) solution for service desk activities,  
and

more.

To quell Guillaume's concern . . . yes, Service-Now is definitely
customizable.

Better question is, are you prepared to forgo software license
ownership and embrace SaaS?  Perhaps you should be.  IT is supposed  
to

provide business services, not collect and manage company assets.

Suggest you speak with BMC Remedy and Service-Now to hear a balanced
argument for each approach.  If you don't already have a Service-Now
contact, here's the gentleman I started with:

   Tyson Ricks
   Inside Sales - West
   858-345-1926
   tyson.ri...@service-now.com

Tell him Bing sent you.

Disclaimer: Not saying Service-Now or any other SaaS solution is
better or worse than Remedy.  Only suggesting you should get ALL the
facts and perform an apples-to-apples due diligence process, before
making such a major decision.

-- Bing

Bradford Bingel ("Bing")
b...@itm3.com (email)
925-260-6394 (mobile)


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 22, 2010 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Hi Claire,

I guess what I was trying to say, is that BMC can give you the weak
and strong points of Service-now.
At least you would have that, and you would not need to get that
information...
I totally agree that it is better to get feedback from the soldiers  
on

the field.

Without knowing whether service-now is customizable or not, you can
always make the argument that you **could** have a totally 100%
vanilla Remedy ITSM implementation, which could be viewed and treated
as a totally hermetic black-box.
However, I have never been in a project or heard of a customer that  
is

totally 100% OOTB, even though it is usually the mandate from
management when implementing ITSM. So as you know, the fact that you
can customize the Remedy applications is the greatest strength.

The other very strong point is that the Remedy apps are open-source  
in

a way, since you can take a look at the code. This is very handy, not
just for customization, but to understand what the functionality is  
in

the first place, since as you know the documentation can never be
perfect. So all the arguments in favor of open-source applications do
apply for Remedy apps.

Guillaume


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Sanford, Claire
[claire.sanf...@memorialhermann.org]
Sent: Monday, March 22, 2010 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Guillaume

I know my BMC account manager can give me a comparative analysis
between both products, what I am looking for is info from the "remedy
people in the trenches" perspective.

I personally would prefer to stay with Remedy.

Claire

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 22, 2010 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Your BMC Account manager should be able to provide you with a
comparative analysis between both products

Guillaume


From: Action Request System discussion list(ARSList)
[arsl...@arslist.org] on behalf of Sanford, Claire
[claire.sanf...@memorialhermann.org]
Sent: Monday, March 22, 2010 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Service-now.com

Has anyone here ever investigated or had their management investigate
switching from Remedy to Service-now.com?

If so and you stayed with Remedy, please give me as much specific  
info

as you can so I can guide my company in the "R"ight direction.

Thank you very much!

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phon

Re: Service-now.com

[Matt Worsdell]

JavaScript predominantly although it has it's own graphical workflow  
interface.


Sent from my iPhone


On 22 Mar 2010, at 18:06, Guillaume Rheault  wrote:


Hey Bing,

concerned quelled! :-)
So what programming language(s) is Service-Now is developed with?

Guillaume


From: Action Request System discussion list(ARSList)  
[arsl...@arslist.org] on behalf of Bing [b...@itm3.com]

Sent: Monday, March 22, 2010 1:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Have worked with Service-Now and found it to be a perfectly viable
software-as-a-service (SaaS) solution for service desk activities,  
and more.


To quell Guillaume's concern . . . yes, Service-Now is definitely
customizable.

Better question is, are you prepared to forgo software license  
ownership and
embrace SaaS?  Perhaps you should be.  IT is supposed to provide  
business

services, not collect and manage company assets.

Suggest you speak with BMC Remedy and Service-Now to hear a balanced
argument for each approach.  If you don't already have a Service-Now
contact, here's the gentleman I started with:

Tyson Ricks
Inside Sales - West
858-345-1926
tyson.ri...@service-now.com

Tell him Bing sent you.

Disclaimer: Not saying Service-Now or any other SaaS solution is  
better or
worse than Remedy.  Only suggesting you should get ALL the facts and  
perform

an apples-to-apples due diligence process, before making such a major
decision.

-- Bing

Bradford Bingel ("Bing")
b...@itm3.com (email)
925-260-6394 (mobile)


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 22, 2010 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Hi Claire,

I guess what I was trying to say, is that BMC can give you the weak  
and

strong points of Service-now.
At least you would have that, and you would not need to get that
information...
I totally agree that it is better to get feedback from the soldiers  
on the

field.

Without knowing whether service-now is customizable or not, you can  
always
make the argument that you **could** have a totally 100% vanilla  
Remedy ITSM
implementation, which could be viewed and treated as a totally  
hermetic

black-box.
However, I have never been in a project or heard of a customer that is
totally 100% OOTB, even though it is usually the mandate from  
management
when implementing ITSM. So as you know, the fact that you can  
customize the

Remedy applications is the greatest strength.

The other very strong point is that the Remedy apps are open-source  
in a
way, since you can take a look at the code. This is very handy, not  
just for
customization, but to understand what the functionality is in the  
first
place, since as you know the documentation can never be perfect. So  
all the
arguments in favor of open-source applications do apply for Remedy  
apps.


Guillaume


From: Action Request System discussion list(ARSList)  
[arsl...@arslist.org]

on behalf of Sanford, Claire [claire.sanf...@memorialhermann.org]
Sent: Monday, March 22, 2010 1:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Guillaume

I know my BMC account manager can give me a comparative analysis  
between
both products, what I am looking for is info from the "remedy people  
in the

trenches" perspective.

I personally would prefer to stay with Remedy.

Claire

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, March 22, 2010 10:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

Your BMC Account manager should be able to provide you with a  
comparative

analysis between both products

Guillaume


From: Action Request System discussion list(ARSList)  
[arsl...@arslist.org]

on behalf of Sanford, Claire [claire.sanf...@memorialhermann.org]
Sent: Monday, March 22, 2010 11:14 AM
To: arslist@ARSLIST.ORG
Subject: Service-now.com

Has anyone here ever investigated or had their management investigate
switching from Remedy to Service-now.com?

If so and you stayed with Remedy, please give me as much specific  
info as

you can so I can guide my company in the "R"ight direction.

Thank you very much!

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
claire.sanf...@memorialhermann.org






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Re: Service-now.com

[Matt Worsdell]

Claire

I'm currently running a project implementing S-Now, replacing both a v7
and a v6 Remedy system, happy to provide you with a persobnal opinion off
list.

Matt


> Has anyone here ever investigated or had their management investigate
> switching from Remedy to Service-now.com?
>
> If so and you stayed with Remedy, please give me as much specific info
> as you can so I can guide my company in the "R"ight direction.
>
> Thank you very much!
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> Phone: 713 448 6035
> claire.sanf...@memorialhermann.org
>
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Re: Return SQL Count to Remedy

[Matt Worsdell]

$LASTCOUNT$ won't work on SQL statement, you either need to 

 

1.   use Select count(*) from tablename where , and use $1$
returned

2.   perform a set field function to return a value from a qualified
search, then use LASTCOUNT from that.

3.   Refresh a table field and use column count

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: 18 March 2010 8:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy

 

** 

Thank LJ, Partgeter,

 

The set field using $LASTCOUNT$ right-after direct SQL set field does not
return the correct count. It seems Remedy does not populate this keyword
from the direct SQL. Changing to SELECT COUNT(*) as CNT still no luck...

 

Still exploring other options... if not, we may need to do a set field
action in Remedy with the "Set Field If" part equivalent to the "WHERE"
clause in the SQL statement to get the $LASTCOUNT$

On Thu, Mar 18, 2010 at 1:14 PM, Pargeter, Christie :CO IS
 wrote:

** 

Also try not using the word Count in your AS section.  Sometimes DBs don't
like you using their reserved words here.  What happens if you just do
SELECT COUNT(*) from ... then try SELECT COUNT(*) as CNT from ...

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Thursday, March 18, 2010 12:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: Return SQL Count to Remedy

** 

When you do your 'select request_id...' query, create another setfield after
that one and set the field you want with $LASTCOUNT$that's the count of
the last search performed...in this case your direct sql select statement.

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Andrew Fremont
Sent: Thursday, March 18, 2010 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Return SQL Count to Remedy

** Hi, 

 

We have some direct SQL in filter action to write data to file on server,
and

we also want to get a number of rows from direct SQL.

 

Is it possible to return the count from the SQL to remedy?

 

We're able to get the column values from the "SQL Result Column" 1 - 10, but
could find the way to get the count. 

 

"SELECT Request_Id ..." returns expected values in "SQL Result Column" 1 -
10

"SELECT COUNT(*) as Count ..." returns NULL for all columns

 

 

ARS 7.0.1 P005
MS SQL 2005

Win Server 2003
MT- 7.1 P006
Microsoft IIS ServletExec/5.0p06

 

Andrew.

Thanks

 

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Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
Answers Are"_ 

_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers
Are"_ 

 

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Re: Operational and Product Categorization

[Matt Worsdell]

Kathy

 

There will be many opinions on this, so I would suggest you analyse from a
different angle. You need to consider:

 

1.   Reporting Requirements

2.   Service Level Agreements

3.   Routing Rules

4.   Approval Rules

5.   Task categorisations

6.   Resolution Categorisation

7.   Categorisations for incident vs Change vs Problem vs etc

8.   Multi tenancy of all the above (if applicable)

9.   Maintaining all of the rules above

 

Once you understand that, it'll help drive how the Categorisations need to
be set up.

 

To answer your questions specifically:

 

1.   The advantage of Model 2 is the flexibility you can use to create
Products AND operational Categorisations. Remember with op Cats none of the
tiers are mandatory (common customisation though) so an end user can select
0, 1, 2 or all 3 tiers.

2.   No but if you do combine them consider how you would implement CMDB
in the future and thus have to rework your categorisations.

 

Personally I find your second option the best, a very high level descriptor
(Failure) followed by a second describing the area (Performance) followed by
a layer of extra granularity (Connectivity) for example. 

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kathy Morris
Sent: 18 March 2010 9:39 PM
To: arslist@ARSLIST.ORG
Subject: Operational and Product Categorization

 

** 

Hello,

 

We are trying to figure an approach for operational and product
categorizations:

 

A technical write-up suggested the following for Operational
Categorizations:

 

Model #1

Tier 1:  install (verb)

Tier:2:  Telecommunication (service) Software

Tier 3:  Voicemail (CMDB Asset)

 

I remember reading that there was some value in having the CMDB asset on
Tier 3.

 

Model #2 option was:

request

network

create account

 

With Model #2, the CMDB asset is not listed, and we would need to combine
the Ops with the product categorizations in order to capture the asset.
What are the advantages of one option over the other? 

 

Is there any loss if we just use the Operational categorizations?  Are these
6 fields (Ops and Prod categories) mandatory usually? or are just the Ops
normally required fields?

 

I am building the service catalog to start building Operational
Categorizations.  Does anyone have any recommendations; lessons learned.
This is painful.  I have a team that just wants to map the CTI's  into the
Operational Categorizations.

 

 

 

 

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Re: CMDB Implementation for Remedy

[Matt Worsdell]

Implement or Install?

The former could be anything betwen weeks and years, the latter a few hours.

> I know it's going to take a few hours to install it.  And no information
> has been provided, or action plan, etc.  How much time do y'all think it's
> going to take to implement it.  First time doer.
>
>
>
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Re: Changing Incident ID Prefix

[Matt Worsdell]

Ah good old DSO, still kicking along, thought the advent of server groups
and hi speed wan links would kill it off.



> So that DSO can be used to copy records to other Remedy servers and no
> have
> conflicting Incident IDs
>
> On Tue, Feb 9, 2010 at 3:36 PM, Matt Worsdell  wrote:
>
>> FWIW I'd be taking the view that the effort does not make sufficient
>> business
>> sense. Throw in impact on upgrades and maintaining/documenting a further
>> customisation, it makes even less sense.
>>
>> Why do they want to add two chars?
>>
>> Matt
>>
>> > We have a request to change the Incident ID prefix on the HPD:Help
>> Desk
>> > form. We are being asked to change it from INC to NOINC. Now what I am
>> > finding is the mess of logic behind this field that runs when
>> searching
>> by
>> > Incident ID. By modifying the current prefix searching IDs with the
>> > NOINC does not work - with or without the NOINC. The only records that
>> can
>> > searched now are the old records with the INC prefix. Typing in a new
>> ID
>> > fails because work flow converts the value based on old logic.
>> >
>> > The issue I see is that the system will need to be taught how to
>> search
>> > using the old prefix or the new prefix but it won't know what to use
>> if
>> > the
>> > user types in the straight numeric value without the leading INC or
>> NOINC
>> > -
>> > which our users do.
>> >
>> > Has anybody done this and if so what direction did you take?
>> >
>> > TY
>> >
>> > Frank
>> >
>> >
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Re: Changing Incident ID Prefix

[Matt Worsdell]

FWIW I'd be taking the view that the effort does not make sufficient business
sense. Throw in impact on upgrades and maintaining/documenting a further
customisation, it makes even less sense.

Why do they want to add two chars?

Matt

> We have a request to change the Incident ID prefix on the HPD:Help Desk
> form. We are being asked to change it from INC to NOINC. Now what I am
> finding is the mess of logic behind this field that runs when searching by
> Incident ID. By modifying the current prefix searching IDs with the
> NOINC does not work - with or without the NOINC. The only records that can
> searched now are the old records with the INC prefix. Typing in a new ID
> fails because work flow converts the value based on old logic.
>
> The issue I see is that the system will need to be taught how to search
> using the old prefix or the new prefix but it won't know what to use if
> the
> user types in the straight numeric value without the leading INC or NOINC
> -
> which our users do.
>
> Has anybody done this and if so what direction did you take?
>
> TY
>
> Frank
>
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Re: Workaround for Admin Tool v7.0.1P3 on Windows 7 ?

[Matt Worsdell]

V7.1 should install fine and I believe is backward compatible to that
version.

 

Caveat check matrix.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Susan Palmer
Sent: 08 February 2010 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Workaround for Admin Tool v7.0.1P3 on Windows 7 ?

 

** 

Hi everyone,

 

My off-hours laptop with Vista was having issues (no laughing) so I thought
I'd upgrade it to Windows 7.  It actually went well and it is working fine.

 

The one thing I'm having an issue with is the ARS Admin Tool.  I still need
to use v7.0.1P3 for a few months while we're upgrading our servers to ARS
7.5.  This version of the admin tool does not like Windows 7.  The user tool
works fine.

 

When I try to install the message indicates it is not compatible with
Windows 7.

 

Has anyone found a workaround for the Windows 7 issue?  It worked fine on
Vista and I figured Win7 wouldn't be a problem.  Yes, I now realize it is
not listed in the compatibility chart.  

 

Appreciate your help.

 

Thanks,

Susan

 

Susan Palmer

ShopperTrak

200 W Monroe St  11th Floor

Chicago, IL  60606

312-529-5325

312-502-7687

spal...@shoppertrak.com

 

 

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Re: New Remedy AR System Developers Forum

[Matt Worsdell]

+1

I don't have enough time in the day to contribute to this list never mind
BMC DN and other forums of personal interest.

> It would be better to direct them to the arslist,
> And if they are BMC customers to the Developer Network as well.
>
> We have over 3000 developers on the ARSlist
> (registrations are at 4956 so saying over 3000 should be safe).
>
> There are also a number of other already existing forums,
> And of course google groups and Nabble are good places for
> doing searches.
>
>  Dan
> P.s. didn't take this off-line since some of this may be of interest to
> others
> And should end up in a searchable area
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of pivanov
> Sent: February 4, 2010 1:33 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: New Remedy AR System Developers Forum
>
> That is right.
>  There are resources like google groups, bmc communities groups and so on,
> but i found that there are a lot of posts in other non-remedy oriented
> forums, thats why i decided that is a good idea to create a new one, which
> to gather that spead information.
>
> Cheers,
>  Plamen
> 
>
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Re: JOB: Senior Systems Engineer @ IT Prophets

[Matt Worsdell]

You may want to state country, this is an international list.

Matt

> Company Overview:
>
> IT Prophets is a Premier BMC partner focused on delivering quality
> solutions to solve our clients information technology and process needs.
> We are currently seeking Senior Remedy Consultants to join our team.
>
> General Description:
>
> The Senior Remedy Consultant will be able to work successfully as a team
> player within our organization.  The candidate will be able to work with
> our clients to gather and implement requirements as defined by our
> customers and will be able to implement the BMC Remedy suite of
> applications as well as test and document their work.
>
> Job Summary:
>
> Though we are seeking consultants with strong AR System development (6.x
> and above) and integration skills, it is extremely important that
> candidates possess at least two years' experience implementing ITSM 7.x
>
>
> Senior Systems Engineers at IT Prophets fulfill the following roles.
>
> Relationship management - Relationship management involves interaction
> with client groups and advocating their business needs.  Relationship
> managers are responsible for managing client demand. Relationship managers
> must be highly credible to their customers and understand how technology
> can be exploited for business advantage.
>
> General relationship management responsibilities:
>
> Enhance client relationships
> Enhance vendor relationships
> Requirements gathering
> Identify potential opportunities
>
> Delivery management - Delivery management focuses on integrating IS
> organization processes and roles to deliver specific services in an
> effective and cost-efficient manner.
>
> General delivery management responsibilities:
>
> Design customer focused solutions
> Develop solutions
> Ensure that product is meeting goals
> Document final solutions
> Identify opportunities for improvement
>
> Continuous improvement - Continuous improvement focuses on self
> improvement and consistently enhancing the value of our company through
> that improvement.
>
> General continuous improvement responsibilities:
>
> Receive Training
> Achieve designated certifications
> Share knowledge with teammates
>
>
> Required Skills:
>
> BMC Remedy ARS   3 - 5 years
> ITSM applications 3 - 5 years
> General consulting  2 - 3 years
>
> Desired Skills:
>
> SQL/Oracle 1 - 2 years
> Windows/Unix  1 - 2 years
> IT Architecture  1 - 2 years
> Requirements gathering   1 - 2 years
> ITIL Foundations Certified
> Remedy certifications
>
>
> Compensation:
>
> Compensation will consist of a competitive base salary combined with a
> commission structure.
>
> Location and travel:
>
> The amount of travel will be dependent upon the location of the engineer.
> Preference will be given to consultants in the southeast, but others are
> encouraged to apply.
>
> Kelly Gatewood
> Senior Solutions Architect
> IT Prophets
> www.itprophets.com
>
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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Matt Worsdell]

I'm doing a Programme Manager role, so strictly hands off technically.
Still doing other Remedy work alongside.

> Thanks Matt, you gone over to the dark side for good or just right place
> right time etc?
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
> Sent: 19 January 2010 20:02
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>
> Interesting point Danny, at the moment I'm working on a Service Now
> implementation (sorry guys!) and their Saas offering allows for
> customisations.
>
> As an aside I'm finding that their product is very interesting in terms of
> its features, functionality and how their proposition is structured.
> Looking forward to how BMC compare.
>
> Matt
>
>> Thanks for the answers. Sorry I missed the customisation answer.
>>
>>
>>
>> Very interesting. Look forward to hearing about response SLAs etc
>>
>>
>>
>> Thanks
>>
>>
>>
>>
>>
>> From: Action Request System discussion list(ARSList)
>> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
>> Sent: 19 January 2010 17:54
>> To: arslist@ARSLIST.ORG
>> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>>
>>
>>
>> **
>>
>> Danny,
>>
>>
>>
>> Ø  How many customers out there go 100% out of the box?
>>
>>
>>
>> The solution has not yet launched - but in general, SaaS solutions work
>> very
>> well for customers that have adopted industry standard processes.
>>
>>
>>
>> Ø  Or are you allowing customisations David?
>>
>>
>>
>> I answered the question about customization in the previous response:
>>
>>
>>
>> “An option will most likely be offered that enables customers to make
>> light
>> customization requests of the service. “
>>
>>
>>
>> -David J. Easter
>>
>> Sr. Product Manager, Solution Strategy and Development
>>
>> BMC Software, Inc.
>>
>>
>>
>> The opinions, statements, and/or suggested courses of action expressed
>> in
>> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
>> voluntary participation in this forum is not intended to convey a role
>> as
>> a
>> spokesperson, liaison or public relations representative for BMC
>> Software,
>> Inc.
>>
>>
>>
> 
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>> Are"
>>
>
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Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand

[Matt Worsdell]

Interesting point Danny, at the moment I'm working on a Service Now
implementation (sorry guys!) and their Saas offering allows for
customisations.

As an aside I'm finding that their product is very interesting in terms of
its features, functionality and how their proposition is structured.
Looking forward to how BMC compare.

Matt

> Thanks for the answers. Sorry I missed the customisation answer.
>
>
>
> Very interesting. Look forward to hearing about response SLAs etc
>
>
>
> Thanks
>
>
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Easter, David
> Sent: 19 January 2010 17:54
> To: arslist@ARSLIST.ORG
> Subject: Re: ADV: BMC Launches BMC Remedy ITSM Suite on Demand
>
>
>
> **
>
> Danny,
>
>
>
> Ø  How many customers out there go 100% out of the box?
>
>
>
> The solution has not yet launched - but in general, SaaS solutions work
> very
> well for customers that have adopted industry standard processes.
>
>
>
> Ø  Or are you allowing customisations David?
>
>
>
> I answered the question about customization in the previous response:
>
>
>
> “An option will most likely be offered that enables customers to make
> light
> customization requests of the service. “
>
>
>
> -David J. Easter
>
> Sr. Product Manager, Solution Strategy and Development
>
> BMC Software, Inc.
>
>
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as
> a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>
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Re: Incident Console display...

[Matt Worsdell]

Richard

 

It is the Chunking Value, they should be able to right click and get the
next chunk of 50. You may change this using the Developer Studio look for
"Size of Chunk" value on the table field.

 

Matt

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of copits.rich...@bwc.state.oh.us
Sent: 22 December 2009 3:30 PM
To: arslist@ARSLIST.ORG
Subject: Incident Console display...

 

** 

I'm hearing that in our 7.5 Incident system users are running into a limit
of being able to see only 50 incident numbers in their panel when

they display - for example - the "all priorities". Is this a builtin limit
or is it configurable, and if so any suggestions on which manual

I'll need to look in to learn more about how to do it? Thanks.


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Re: Assets Management - Automatically - Co-relating People with Assets

[Matt Worsdell]

Atif

 

Assuming you mean a People relationship in AST:AssetPeople.

 

It's possible to do that with AIE, however with the import tool you'll need
to create some workflow. What I've done in the past is to create a filter on
AST:AssetPeople where you pass a trigger string such as FullName =
"CreateMyRelationship". In the import you'll need to pass what identifies
the person and the Asset, then the filter can go an lookup the values it
needs (Reconciliation identity, People InstanceID etc).

 

You should note that it will be two imports,  one into Asset Data and one
into AST:AssetPeople.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of ITN (Atif Akbar)
Sent: 17 December 2009 5:00 AM
To: arslist@ARSLIST.ORG
Subject: Assets Management - Automatically - Co-relating People with Assets

 

** 

Hi All,

 

I need to import Asset records (approximately 10,000) I have people ids
available against the assets. Is it possible to co-relate CIs with People
automatically while uploading the data.

 

I am using Remedy 7.

BMC Remedy Import  7.1

  

 

Thanks & Regards

Atif Akbar 

 



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Re: SQL Server 2005

[Matt Worsdell]

Drew

Do you mean Express?, if so I have the install, contact me off list.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Drew Shuller
Sent: 16 December 2009 3:01 PM
To: arslist@ARSLIST.ORG
Subject: SQL Server 2005

Anyone know where I could download a trial version of SQL Server 2005?
Microsoft has a page for it but when I try it says 2005 is no longer
available, get 2008 instead. Thanks a bunch.

Drew
Soto Cano


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Re: Assets CIs Remove

[Matt Worsdell]

Atif

You don't state which version of remedy you are using, however for all
instances using CMDB you have the option of creating a Delete
Reconciliation Job. That would be the most appropriate way for CMDB based
Asset.

Matt

> I have requirement to remove the current assets and import the new list. I
> need to know which is best way to remove the assets (CIs).
> If I go search and then apply delete option or is there anything else
> should also be considered.
>
> Thanks & Regards
> Atif Akbar
>
>
>
> 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
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Re: CI TYPE FOR HUBS, SWITCHES & ROUTERS

[Matt Worsdell]

+1 on that one Peter.

Have a client who customised their CMDB to death and now wants to implement
BMC Discovery. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Peter Romain
Sent: 08 December 2009 9:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: CI TYPE FOR HUBS, SWITCHES & ROUTERS

Whereas there is nothing wrong with this solution if it suits the business
 you should be aware that discovery tools will put all switchers, hubs,
etc in the Computer System class.

If you plan to use discovery in the future then you may be prevented from
using the out-of-the-box discovery interfaces.

Cheers

Peter


> We preferred to keep our switches/routers separate from all our other
> "computer systems", so I made a custom class (with Computer System as
> the super class), called "Network Device".
>
> It was a good exercise is custom class creation!
>
>
> Michael W. Luttmann
> Lead Remedy Developer
> Fort Carson NEC
> "If you dislike change, you're going to dislike irrelevance even more."
> -- GEN Shinseki
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf
> Sent: Monday, December 07, 2009 7:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: CI TYPE FOR HUBS, SWITCHES & ROUTERS
>
> **
>
> There's plenty of discussion on this, but I think it's safe to say the
> norm is to use Computer System and use CTI or the Primary Capability
> field to get specific on the type of hardware.
>
>
>
> Tauf Chowdhury | Forest Laboratories, Inc.
>
> Analyst, Service Management
>
> Mobile:646.483.2779
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:arsl...@arslist.org] On Behalf Of Patel, Fazila
> Sent: Monday, December 07, 2009 8:50 AM
> To: arslist@ARSLIST.ORG
> Subject: CI TYPE FOR HUBS, SWITCHES & ROUTERS
>
>
>
> **
>
> Hi
>
>
>
> Can someone assist me?  I would like to know what CI Type would hubs,
> switches and routers fall under on Asset Management.
>
>
>
> Kind regards
>
> Fazila Patel
> Siemens IT Solutions and Services (Pty) Ltd Remedy Administrator
>
> Local Production Centre Infrastructure Operations Siemens Southern
> Africa
> Tel: +27 11 652 7488
> Fax   : +27 11 652 7501
> Cell   : +27 82 922 2322
> E-mail: fazila.pa...@siemens.com
> www.siemens.co.za http://www.siemens.co.za/>
>
>
>
>
>
> 
> 
>
>
>
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>
>
>
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Re: CMDB 1.1 - cmdb2asset?

[Matt Worsdell]

If you've added a few fields the quickest and easiest method is to just open
the AST form in the Admin tool and add the fields to the join. The
cmdb2asset utility is more useful when creating a brand new class.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: 08 December 2009 9:46 AM
To: arslist@ARSLIST.ORG
Subject: CMDB 1.1 - cmdb2asset?

 

** 

Hi,

 

We are using CMDB 1.1, and we added some new fields in the BMC:BMC_AssetBase
form using Class Manager. How do I make these new fields appear in the AST
forms?

I've been reading about needing to use cmdb2asset utility to do this...where
do i access this and how do i use this?

 

Thanks!

 

Regards,

Kali

 

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Re: Passing Variables between Change and Task

[Matt Worsdell]

I was hoping to use the CAI system rather than customise.

I've got as far as being able to see the correct data using the Command Launch 
buttons, on create it also changes the labels of the char fields on the Data 
tab to my variable names but the data doesn't appear.

Matt

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roger Justice
Sent: 04 December 2009 7:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Passing Variables between Change and Task

Create a filter on Change that does a push fields to Task where the 
Parent ID on Task equals the Change ID.


-Original Message-----
From: Matt Worsdell 
To: arslist@ARSLIST.ORG
Sent: Fri, Dec 4, 2009 1:49 pm
Subject: Passing Variables between Change and Task


**
Does anyone have some step by step examples of achieving the above?
 
Matt
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Passing Variables between Change and Task

[Matt Worsdell]

Does anyone have some step by step examples of achieving the above?

 

Matt


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Re: fields orderer in emails notifications

[Matt Worsdell]

Guys, he's on v6.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rod Harris
Sent: 02 December 2009 8:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: fields orderer in emails notifications

It seems that Frank is right and the ability to order fields in a
notify action via a special view is a little known new feature in 7.0
and later.

Here is an excerpt from the workflow objects 7.5 guide.

*

By default, the order of fields included in an email notification is
based on their
arrangement in the form view, as follows:
! Fields are taken from the default form view. If there is no default
view, the first
view is used.
! Using the X and Y coordinates of each field, the order of fields
begins at the top
left, and moves left to right, then down (in a zigzag-like pattern).
! Fields excluded from the form’s default view are randomly included at the
bottom of the list in a notification.
! You can only include data fields in an email. Other field types such as
panel
fields are ignored.
To guarantee the order of fields in a notification, create a special view
named
ARNotification. Exclude any panel fields from this view; otherwise,
notifications
default to the default view.
4 To view additional email-related fields, click Show Unused Fields.
Use these fields
to override default parameters relating to the email system. For
information about
these parameters, see the BMC Remedy Email Engine Guide.




Since I mostly use HTML emails these days this one had pretty much
slipped by me too.

Rod

2009/12/2 Misi Mladoniczky :
> Hi,
>
> There are no way of sorting the fields in any version.
>
> You can add fields to the "Notify Text" instead. You have to add both
> label and $Fieldname$ and a NL between each field.
>
> There are upper limitations to the Text-size, in which case you must do
> something else. For example creating an unlimited Display-only-field where
> you put your message. Add this field only in the field list.
>
>        Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> hello list,
>>
>> Env:
>> ARSystem 6.001 latest patch with the email engine at the same level.
>> On Sun Solaris 9 with Sybase 12.5.3
>>
>> I have several filters that fire email notifications.
>> I included in the emails several of the fields from the form.
>> I would like these fields to appear in a certain order: A before B and C
>> after B, etc ...
>> I tried several ways of making this work but it looks like the ARSystem
>> chooses itself always the same order which looks like not having any
>> order,
>> i.e A comes after F which comes before D, etc ...
>>
>> I checked the docs, I haven't found any relevant information regarding
>> my concern.
>> Can anybody possibly give me some indications, help, ... on how this
>> order is built and how I could change it to work as I would like?
>> This is an important requirement for us to move to 7.5 with possibly
>> ITSM Suite.
>>
>> Thank you
>>
>> Siriche
>>
>>

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>>
>> --
>> This message was scanned by ESVA and is believed to be clean.
>>
>
>

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Re: fields orderer in emails notifications

[Matt Worsdell]

The Remedy v7 Notification Engine builds a formatted Email so you don't need
to worry about that when you upgrade. For standard notification filters, you
could build a formatted message in a text field and send a single field.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Remedy Maniac
Sent: 02 December 2009 7:31 AM
To: arslist@ARSLIST.ORG
Subject: fields orderer in emails notifications

hello list,

Env:
ARSystem 6.001 latest patch with the email engine at the same level.
On Sun Solaris 9 with Sybase 12.5.3

I have several filters that fire email notifications.
I included in the emails several of the fields from the form.
I would like these fields to appear in a certain order: A before B and C 
after B, etc ...
I tried several ways of making this work but it looks like the ARSystem 
chooses itself always the same order which looks like not having any order,
i.e A comes after F which comes before D, etc ...

I checked the docs, I haven't found any relevant information regarding 
my concern.
Can anybody possibly give me some indications, help, ... on how this 
order is built and how I could change it to work as I would like?
This is an important requirement for us to move to 7.5 with possibly 
ITSM Suite.

Thank you

Siriche


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Re: Push Field Question

[Matt Worsdell]

There isn't. What you can do is create workflow to make the user populate a
text box, then push the contents of that in both your filter and push the
entry into the diary field.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: 01 December 2009 8:21 PM
To: arslist@ARSLIST.ORG
Subject: Push Field Question

 

** 

HI All,

 

I have a case were there is a filter that does a push field on submit/modify
that includes the entry from a diary field.  The problem is the entire diary
field is being pushed when all I want is the latest update. Is there away to
do that?

 

Thanks

Mark

 


Mark Brittain 
Remedy Developer 
NaviSite 
mbritt...@navisite.com 
(315) 453-2912 x5418 (Phone)

(315) 317.2897 (Cell) 

Reduce Cost of IT with Managed Hosting and Application Services from
NaviSite. 
Visit www.NaviSite.com Today. 

 

 

    

This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that
is privileged, confidential, or otherwise protected from disclosure.
Distribution or copying of this e-mail, or the information contained herein,
to anyone other than the intended recipient is prohibited.

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Re: Atrium 7.6 Promote Sandbox Changes after server restart.

[Matt Worsdell]

Have you looked at Peter's suggestion about Pending processes?

 

Failing that,  is the job been mistakenly changes to continuous?

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: 01 December 2009 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** 

I disabled those filters but the arrecond process is still running and
trying to promote my personal sandbox changes.  I've gone so far as purging
all records that were in my sandbax (BMC.AE.SB..1).  

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Monday, November 30, 2009 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** 

ASI:SHR:SandboxCallReconEngine_999

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: 30 November 2009 8:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** You wouldn't happen to know which filter?

On Mon, Nov 30, 2009 at 12:07 PM, Matt Worsdell  wrote:

** 

If you are running Sandbox, and have made changes to a CI which then appears
in the Sandbox, there is an OOTB filter which triggers the Sandbox Recon
job.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: 30 November 2009 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** 

Hi List

 

Just a quick question.  Does anyone know why after a server restart, Atrium
trys to promote Sandbox changes even though I didn't initiate it.  Is there
a way to cancel this process?

 

Thanks

 

Edward

 

 

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Re: Atrium 7.6 Promote Sandbox Changes after server restart.

[Matt Worsdell]

ASI:SHR:SandboxCallReconEngine_999

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: 30 November 2009 8:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** You wouldn't happen to know which filter?

On Mon, Nov 30, 2009 at 12:07 PM, Matt Worsdell  wrote:

** 

If you are running Sandbox, and have made changes to a CI which then appears
in the Sandbox, there is an OOTB filter which triggers the Sandbox Recon
job.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: 30 November 2009 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** 

Hi List

 

Just a quick question.  Does anyone know why after a server restart, Atrium
trys to promote Sandbox changes even though I didn't initiate it.  Is there
a way to cancel this process?

 

Thanks

 

Edward

 

 

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Re: Atrium 7.6 Promote Sandbox Changes after server restart.

[Matt Worsdell]

If you are running Sandbox, and have made changes to a CI which then appears
in the Sandbox, there is an OOTB filter which triggers the Sandbox Recon
job.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of DCI Remedy
Sent: 30 November 2009 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Atrium 7.6 Promote Sandbox Changes after server restart.

 

** 

Hi List

 

Just a quick question.  Does anyone know why after a server restart, Atrium
trys to promote Sandbox changes even though I didn't initiate it.  Is there
a way to cancel this process?

 

Thanks

 

Edward

 

 

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Re: Question about Data Management Tool

[Matt Worsdell]

Gian

 

Access restrictions are on the tab "17 CTM-PeopleAccessRestrictions" in the
People spreadsheet.

 

For multiple assignments you simply have multiple rows in the "19
CTM-SupportGroupAssociation" tab.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Gianluca Nieri
Sent: 25 November 2009 5:41 AM
To: arslist@ARSLIST.ORG
Subject: Question about Data Management Tool

 

** Hi everybody,
I have a question about Data Management Tool.
I'm configuring a new Incident 7.3 but I can't figure in which xls specify
Access Restrictions for people (I'm using multy tennancy and I want that one
people can see only his company tickets).
Also, how is possible to specify that a support user belongs to multiple
groups?

Thanks for the answer, gian


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Re: Use email address as the User Id

[Matt Worsdell]

You could mitigate that by using the email address as an "Authentication
Alias".

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: 07 November 2009 1:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Use email address as the User Id

One drawback is if the user for any reason change the email address.

The best solutioin, in my view, is using an employee number. This
hardly change...

--
Jarl

2009/11/7 PC Wai :
> **
> Does anyone use the user’s email address as the User Id in ARS? Any pros
and
> cons or gotcha to share? Does it cause any issue in the notification?
> Thanks!
>
> Regards
> PC Wai
> Technology Consultant
> BT TO/IT Service Operations
> Service Assurance Support - Remedy
> Tel: 604-451-4613
> TELUS®  the future is friendly® |
>
>
>
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Re: Change Licence to user Demo

[Matt Worsdell]

Not sure which version you are on but the answer is common to all versions
and I documented from  page 296 of the "Configuring 7.1" manual. You need to
use arcache to create a new user with a fixed licence, then login with the
"ghost" user and reassign a token.

If you have no fixed licences available, you may have to delete/change
licence type for an existing user at the database level to free on a token,
then use arreload to flush the cache before creating your "ghost" user. 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Socken
Sent: 31 October 2009 9:29 PM
To: arslist@ARSLIST.ORG
Subject: Change Licence to user Demo

Hi All

A customer by mistake change the type of license the user Demo from 
fixed to floating.
Demo user lost their privileges, anyone knows how to back up the license 
change

Thanks


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Re: Complicated Crystal Report

[Matt Worsdell]

Agreed, you can also use the Suppress functionality to tidy the report where
no information is returned.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: 30 October 2009 5:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: Complicated Crystal Report

I think you will find using sub-reports in Crystal will be your best
friend for this type of reporting. Print the details of the change
record first and then use a sub-report for each section:worklogs,
approvers, tasks, assets, etc...



On Fri, Oct 30, 2009 at 8:19 AM, Alexander Straph 
wrote:
> To all Crystal Report Developers out there.
>
> I have been tasked to create what appears to be a very complicated report
for a client using 7.0.
>
> They want to display a crystal report of a single Change Record.  However,
the problem is that they want this report to display the following:
>
> 1) information of the assets of the attached to the change (not just the
info on the association record, they are looking for the product
categorization of these assets)
> 2) all of the worklogs attached to the change
> 3) all of the approvers attached to this change
> 4) all of the tasks attached to this change.
>
> I know that there are join forms between Change-Association,
Change-Worklog, and Change-Approver.  I haven't been able to find the one
for Change-Task but I think its there.
>
> Initially, I was thinking of combining the four joins into one join form
containing a few fields from each of the other 4.  But this poses a problem
trying to "group" the entries.  I know that Change ID will likely have to be
the "main" group, but how to split all the association, worklog, approver,
and task data into their own "subgroups"?  Does anyone else have an
alternate approach rather than the "superjoin"?
>
> As for trying to add information regarding Asset Categorization, I figure
adding the categorization fields to the CHG:Association form and having
workflow populate may do the trick, then bringing those fields into the
Change-Association Join, unless anyone has a better idea on how to do this.
>
>
>      __
> Make your browsing faster, safer, and easier with the new Internet
Explorer® 8. Optimized for Yahoo! Get it Now for Free! at
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Re: Is there a RUT Client for Windows 7 64 Bit

[Matt Worsdell]

I had the 7.5 clients installed on 64 bit vista, and just recently upgraded
to Windows 7 without a problem. I've not tried a clean install though.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: 29 October 2009 9:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

Also note that the Remedy User client is not supported on 64-bit desktop
operating systems - only 32-bit.  For users on 64-bit desktop operating
systems, BMC supports using a supported browser and utilizing the web
client.

 

It may work for you on 64-bit operating systems - I'm not saying it doesn't.
Just pointing out it is unsupported as per the compatibility matrix.

 

Also note that Windows 7 is only supported on AR System 7.5.00.  There are
no plans to "grandfather" support back to AR System 7.1.00.

 

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

BMC Software, Inc.

 

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

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Reinfeldt
Sent: Thursday, October 29, 2009 1:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Is there a RUT Client for Windows 7 64 Bit

 

** 

Jase,

 

You'll probably need to load it in XP Compatibility Mode (check here:
http://www.microsoft.com/windows/virtual-pc/download.aspx ).

 

Good luck,

 

Matt R.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: Thursday, October 29, 2009 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Is there a RUT Client for Windows 7 64 Bit

 

** Hello All,
Our company has decided to start evaluating Windows 7. I just tried to
install 7.1 Patch 002 and got the "operating system not supported" error.
Has anyone tested this yet with windows 7?

Thanks,

Jase Brandon
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Re: Qualification problem Developer 750p3

[Matt Worsdell]

Misi

I'm using patch 2 and it works fine for me, unless I use an incorrect value.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: 29 October 2009 8:36 AM
To: arslist@ARSLIST.ORG
Subject: Qualification problem Developer 750p3

Hi,

BMC Remedy Developer Studio Version: 7.5.00 Patch 003
Server version is the same.

I am trying to do a simple qualifier in my Set-Fields ('7' = 0), which
would equal ('Status' = "Active") in my case.

Neither of the above syntaxes work.

I use the ('7' = 0) as example, as it apparently finds the correct
selection-field-value (Active) but still gives me the following error:

"Field Assignments: ERROR (1588): Value specified for selection not one of
defined values for this field;  (Active). ,  1588,  RRR:*:231:Chk Contact"

I open the filter using my 7.1 Administrator, and I can save the filter as
expected.

I can look at the filter in Developer 7.5, but I can not resave the action.

Anyone seen anything similar?

Best Regards - Misi, RRR AB, http://rrr.se

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Re: Incident IDs in 7.5 (and I assume 7.6)

[Matt Worsdell]

Howard

 

Look under Foundation>Advanced Options>System Settings. I believe it uses
the abbreviation on the Company form.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Howard Richter
Sent: 27 October 2009 5:21 PM
To: arslist@ARSLIST.ORG
Subject: Incident IDs in 7.5 (and I assume 7.6)

 

** 

Good morning, afternoon and evening all,

 

I was playing with my 7.5 install and found some incidents IDs that are
INC_CAL_116 and not the normal INC0021. I assume that the CAL
are the first three letters in the company name Calbro Services.. If I am
correct, then is this a new setting and if so how?

 

Take care,

 

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: AIE

[Matt Worsdell]

Export the AIE jobs.
Open the ARX file and remove the entries related to EIE:Backuploadflag.
Uninstall and Reinstall AIE.
Reimport AIE entries using command line arimport.
Modify AIE jobs to use new instances.

When refreshing prod, make sure you backup and restore your dev AIE jobs. If 
you want the Prod versions, then you must back up EIE:Backuploadflag entries 
and restore them post refresh.

Matt

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: 15 October 2009 02:17
To: arslist@ARSLIST.ORG
Subject: AIE

All,

We refreshed the dev DB with production DB and am having issues with AIE jobs. 
Have found that on the Instance Console it shows host as to be the production 
server.

Question: How do I change that to dev server? Also besides changing references 
in connections is there any other place that I need to check.

Regards

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Re: BMC Password Management

[Matt Worsdell]

Thanks Stuart, can you tell me the types of integrations you are password
managing?

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Schon, Stuart
Sent: 24 September 2009 00:47
To: arslist@ARSLIST.ORG
Subject: Re: BMC Password Management

 

** 

Works well, easy to turn on, if you have large number of users then it may
take some time to sweep through all users.

 

One thing that we did not like was that warnings of and expiry of password
was sent out as a email to all users (in our case 20K) not as a dialog when
they log on - this was considered spam and generated considerable
consternation. We worked with BMC to disable all notifications - the only
thing they see now is when the password needs reseting. the password reset
dialog appears when they log in asking them to change password, this happens
every 30 days.

 

We also added a requirement to include a number in the password - this was
straightforward (though there is an error in the documentation so check the
syntax).

 

 

regards

Stuart Schon

Team Manager, Remedy Solutions

 

FUJITSU AUSTRALIA LIMITED 
Level 4, 320 Pitt Street, Sydney, NSW 2000, Australia
T +61 2 9844 0596  M +61 439 475 240 

stuart.sc...@au.fujitsu.com <mailto:tracy.mccorm...@au.fujitsu.com> 

www.au.fujitsu.com 

 P Please consider the environment before printing this email.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Tuesday, 22 September 2009 04:05
To: arslist@ARSLIST.ORG
Subject: BMC Password Management

 

** 

Hi All

 

Anyone using BMC Password Management, if so can you give me some
experiences, ease of setup, types of integrations you are running.

 

Matt


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BMC Password Management

[Matt Worsdell]

Hi All

 

Anyone using BMC Password Management, if so can you give me some
experiences, ease of setup, types of integrations you are running.

 

Matt


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Re: Error - Reached maximum number of database entries...

[Matt Worsdell]

Kali

Sounds like maybe your MAC address changed, therefore the licence is not
valid.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kali Obsum
Sent: 08 September 2009 07:10
To: arslist@ARSLIST.ORG
Subject: Re: Error - Reached maximum number of database entries...

I've checked by going to Licenses->Add/Remove Licenses and the AR Server
license has no Expire Date, which means it's not expired right? 

But when I go to Server Information->Licenses, Fixed Write Licenses is
only 3.


Regards,
Kali

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rod Harris
Sent: Tuesday, 8 September 2009 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error - Reached maximum number of database entries...

HI Kali,
The license for your dev server has expired. You can get a temporary one
via the BMC website if you have a support login.

Rod



On 08/09/2009, Kali Obsum  wrote:
> **
> Hi,
>
> We suddenly encountered this error in our DEV environment that we've 
> been using for years:
>
> (when trying to save a record using User Tool) "ARERR [337] You have 
> reached the maximum number of database entries permitted with this 
> version of the Action Request System(R). To purchase the unrestricted 
> version, contact your sales representative."
>
> (when trying to log-in using Admin Tool) "This version of Action 
> Request System(R) is ready for use or evaluation without purchasing or

> activating an authorication key. For unlimited capabilities, contact 
> your sales representative or visit www.remedy.com/ (ARERR 2877)"
>
> Checked the app server and used space in the installation directory is
66%.
> Checked the db server and free space for ARSystem db is as follows:
> data file = 43% free
> log file = 100% free
>
> Anyone knows what may have caused this problem? Is it possible that 
> something somewhere has been corrupted?
>
> Regards,
> Kali
>
>
> NOTICE
>
> The information contained in this email is confidential. If you are 
> not the intended recipient, you must not disclose or use the 
> information in this email in any way. If you received it in error, 
> please tell us immediately by return email and delete the document. We

> do not guarantee the integrity of any e-mails or attached files and 
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Re: cmdbdriver exporting data

[Matt Worsdell]

Frank

Patch the CMDB, I've seen this issue with 2.1 and a later patched fixed it.
Exports of single classes with few records performed fine, but thousands of
records just hung the driver with no output. Occasionally we'd see the
arserver crash as well. I can't for the life of me remember which patch
number, but if you go latest you shouldn't go far wrong.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: 28 August 2009 08:10
To: arslist@ARSLIST.ORG
Subject: Re: cmdbdriver exporting data

As far as I can tell there is no way to tell the "cmdbdriver" program
to limit (filter) data for a specifc class.

On Thu, Aug 27, 2009 at 7:46 PM,
danny.kell...@strategicworkflow.com
wrote:
> What happends if you still use computer system but put a qualifier in so
> you reduce the output. Or put a value for first matching and max matching
> and do it in batches
>
> Kind regards
> Danny
>
> Original Message:
> -
> From: Frank Caruso caruso.fr...@gmail.com
> Date: Thu, 27 Aug 2009 10:40:32 +0300
> To: arslist@ARSLIST.ORG
> Subject: cmdbdriver exporting data
>
>
> CMDB 2.1
> ARS 7.1p5
> SQL Server 2003
>
> Attempting use the cmdbdriver program to export Class (BMC_Computer)
> data. There are several thousand computer records. However, the tool
> does not export the data. It runs for a long time and creates several
> files but all of them empty. The driver program does not report any
> errors.
> If I export a different class, one with less data, it works fine. I
> can even export data from the same BMC_ComputerSystem class for a
> dataset within that class that has a dozen or so records. I only seem
> to have an issue when there are lots of records - not sure what the
> magic number is.
>
> TIA
>
> Frank
>
>

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>
> 
> mail2web.com - Enhanced email for the mobile individual based on
MicrosoftR
> Exchange - http://link.mail2web.com/Personal/EnhancedEmail
>
>

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Re: AIE Primary Key Mapping - Functions Allowed?

[Matt Worsdell]

I don't believe it does. You could of course map the key to a hidden field
to respect the data integrity, then in the mapping use a function to display
the cleaned value to the end user.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Adam Laubach
Sent: 20 August 2009 15:29
To: arslist@ARSLIST.ORG
Subject: AIE Primary Key Mapping - Functions Allowed?

Is it possible to use a function in a primary key mapping in AIE? It
does not appear that you can. Tried manually typing a function in the
mapping and it errors out.

The reason I ask is the field I need to map as the key has some values
 with leading/trailing spaces. It is causing some dups as AIE does not
see them as the same value due to the spaces. I would like to remove
them before AIE evaluates the key.

I assume there has to be a solution to this as it is rather common to
find issues in source data. Also compund keys need to be used in some
integrations and a function makes it easy to implement.

Another thought I had was to see if AIE allowed a SQL query as a data
source and remove them that way, but it appears it only allows tables
or views to be a data source.

ARS : 7.1.0 patch 005
AIE :  7.1.0 patch 006

The data source is SQL server.

Thanks in advance for any assistance.

-- 
Sent from my mobile device


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Re: SQL and IF Statements in AIE

[Matt Worsdell]

Thanks for the post Frank. I do quick a bit of this and have had some head
scratch moments!!

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Frank Caruso
Sent: 13 August 2009 07:11
To: arslist@ARSLIST.ORG
Subject: SQL and IF Statements in AIE

I made a few postings about having issues using the IF and SQL
statements in field mappings within AIE. Although I appeared to be
using valid syntax in my class mappings, AIE would not process those
statements. No errors were shown in the logs. After a bunch of emails
back and forth with BMC I was able to figure out the issue and felt it
was worth posting to the list.

These type of statements must contain spaces between all
fields\variables. A statement such as:

STMT|IF $Index0$="0" THEN VALUE="1000" ELSE VALUE="5000" ENDIF

will not work but the following will:

STMT|IF $Index0$ = "0" THEN VALUE = "1000" ELSE VALUE = "5000" ENDIF

The same with an SQL statement:

sql|select  from  where =$column$

will not work but:

sql|select  from  where  = $column$

does work.


Frank


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Re: syncing environments

[Matt Worsdell]

Anne

 

You’ll need to back up your EIE data first. Once the db has been restored 
you’ll need to delete the existing data then import your EIE data using an 
arimport command line.

 

If you wish to restore your server with a copy of the EIE data, then the 
important form to backup is EIE:BackupDataLoadFlag (IIRC). Once the db restore 
is done, replace the entries with your backed up file.

 

Matt

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: 12 August 2009 13:10
To: arslist@ARSLIST.ORG
Subject: Re: syncing environments

 

Has anyone done this with eie and ITSM and been successful?

 

Anne Ramey
Remedy System Administrator
State of North Carolina
Office of Information Technology Services (ITS)
Service Delivery Division
ITSM & ITAM Services 

Office (919) 754-6521

Home Office (919) 842-5420

ITS Service Desk : (919) 754-6000 or (800) 722-3946
  anne.ra...@its.nc.gov

  http://its.state.nc.us

RHCE, ITIL Foundation

 

***

E-mail correspondence to and from this address may be subject to the North 
Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Roger Justice
Sent: Tuesday, August 11, 2009 9:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: syncing environments

 

** The best way is what you had probelms with DB restore. The Migrator will 
provide a way to transfer the underlieing data or you can do a lot of 
exports/imports. Some others may have additional methods.


-Original Message-
From: Ramey, Anne 
To: arslist@ARSLIST.ORG
Sent: Tue, Aug 11, 2009 9:46 am
Subject: syncing environments

** 

We are at the point where we need to sync the data from our production system 
back into out test system--primarily for performance testing at this point.  
The problem is how to accomplish this.  Last time we did this, we copied the DB 
over…and ended up with a lot of trouble.  We had to re-install EIE three times 
to get it working on test again.  What is the best way to get the data over 
from Production without breaking test?

 

Remedy 7.1, ITSM 7.0.3, EIE, Config Disc.

 

Anne Ramey

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Carolina Public Records Law and may be disclosed to third parties only by an 
authorized State Official.

 

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Re: Dropping BMC Support

[Matt Worsdell]

When you decide to restart support you'll be asked to pay the interim cost
IIRC.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Richard Parker
Sent: 17 July 2009 09:06
To: arslist@ARSLIST.ORG
Subject: Dropping BMC Support

 

** 

We are considering dropping our support contract with BMC. We've considered
the implications of this as far tech support calls, licensing and new
software releases.

 

Was wondering if anyone has experience with dropping support and what other
issues might have come up besides the above mentioned items.

 

Thank you in advance.

 

Richard

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Re: Remedy Technical Support Options. Any opinions?

[Matt Worsdell]

The UK side was absorbed by Devoteam around October last year. APAC
succumbed to Column more recently.

 

TuringSMI RIP I'm afraid.

 

Matt

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: 13 July 2009 19:58
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Technical Support Options. Any opinions?

 

** 

TuringSMI I believe discontinued their operations in America about a year
ago. I think they still do however have thier UK partners Turing still
functioning.. I am not sure though about the UK bit..

 

Joe

 

  _  

From: Thad K Esser 
To: arslist@ARSLIST.ORG
Sent: Monday, July 13, 2009 2:43:59 PM
Subject: Re: Remedy Technical Support Options. Any opinions?

Rabi,

I'm just getting back from a few days off, but would be interested in any
responses you got off-list.

I have a nagging feeling that this is a stupid questions, but is TuringSMI
still around as an option?  I can't seem to get their website for some
reason (www.turingsmi.com   doesn't work, but
support.turingsmi.com   does).

Thad Esser
Remedy Developer
"Did you ever wonder why we had to run for shelter when the promise of a
brave new world unfurled beneath a clear blue sky?" - Pink Floyd


|>
| From:  |
|>
 
>---
---|
  |Rabi Tripathi 
|
 
>---
---|
|>
| To:|
|>
 
>---
---|
  |arslist@ARSLIST.ORG
|
 
>---
---|
|>
| Date:  |
|>
 
>---
---|
  |07/09/2009 07:21 AM
|
 
>---
---|
|>
| Subject:  |
|>
 
>---
---|
  |Remedy Technical Support Options. Any opinions?
|
 
>---
---|
|>
| Sent by:  |
|>
 
>---
---|
  |"Action Request System discussion list(ARSList)" 
|
 
>---
---|


Hi all,
We're looking at options for basic technical support for our Remedy
platform. If you have any opinion about quality and cost of basic minimum
support from vendor(s), including that from BMC, please let me know...or if
your company offers support.

If you think you must, feel free to write to me directly.

We have ARS and HelpDesk application. Around 250 users. At this point, we
have very little support need, as things are static. We may be looking at
upgrade of ARS and Service Desk to 7.5 soon. There is, however, strong in
house expertise with such experiences, so we will need the usual backup
support only.

TIA.

-Rabi Tripathi

 

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Data Strategy

[Matt Worsdell]

Hi All

 

Does anyone have a Data Strategy document around implementation of
foundation data within v7 that they might share. I'm putting one together
for my current project and I have some best practices I've picked up along
the way but would be interested how others have approached this.

 

Matt


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Re: Robert02 Kern is out of the office.

[Matt Worsdell]

British, we all speak English J

 

In fact the dd/mm/yy format is more widely used than the US format.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza
Sent: 08 July 2009 13:30
To: arslist@ARSLIST.ORG
Subject: Re: Robert02 Kern is out of the office.

 

** 

Thats dates in the English format.. DD-MM-YY

 

Joe

 

  _  

From: "copits.rich...@bwc.state.oh.us" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, July 8, 2009 8:23:08 AM
Subject: Re: Robert02 Kern is out of the office.

Return to the office before you leave it? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of
robert.2.k...@continental-corporation.com
Sent: Tuesday, July 07, 2009 10:03 PM
To: arslist@ARSLIST.ORG
Subject: Robert02 Kern is out of the office.

I will be out of the office starting  08.07.2009 and will not return
until
06.08.2009.

I will work on your email after my return.

HP Service Manager Reporting and Training: Christoph Sommerlik
Migration Planing: Claus Witzgall
HP Service Manager (technical and organisation), Remedy (SIMS+ITSM),
Change
Management Operations: Martin Hammermann

Service Desk Topics: Janker August, Janette Galvan-Diaz, Anthony Vanta
Head: Walter Zettl


Have a great day,
Robert

 

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Re: Best Way to Migrate CMDB Changes

[Matt Worsdell]

And Table fields, Buttons, Navigation Bars, Lines, Alert lists etc if you
want to really document exactly.

Matt

>> Date: Fri, 26 Jun 2009 09:00:55 +0100
>> From: p.romain.arsl...@parsolutions.co.uk
>> Subject: Re: Best Way to Migrate CMDB Changes
>> To: arslist@ARSLIST.ORG
>>
>> Matt,
>>
>> There's no problem creating fields on the AST forms.
>>
>> As these are join forms new fields can only be be display-only.
>>
>> I've done this many times to support new AST workflow (eg displaying all
>> computers in a rack in a table on a new tab on the AST:Rack form and
>> showing their total height and power consumption in fields under the
>> table).
>>
>> As you know, there are issues with patches overwriting AST forms but the
>> patch notes tell you which AST forms are affected so these can be
>> exported
>> before the patch is applied and imported again afterwards.
>>
>> Cheers
>>
>> Peter
>>
>>
>>
>> > Changes to CMDB are migrated using the CMDB Driver. It is imperative
>> you
>> > do
>> > this as for example recreating a filed on the destination server even
>> with
>> > the correct fieldid does not make the field the same. Log onto the
>> CMDB
>> > driver and take a look at the expdf and impdf commands (for example).
>> You
>> > can also script many changes into a file to execute.
>> >
>> >
>> >
>> > Once you have moved the changes you may then modify the AST forms by
>> > adding(right click and select field from form), removing and
>> > repositioning
>> > fields using the admin tool. These forms are migrated using a def
>> file.
>> > You
>> > should not CREATE fields using the admin tool, but you may create trim
>> > fields.
>> >
>> >
>> >
>> > Matt
>> >
>> >
>> >
>> > From: Action Request System discussion list(ARSList)
>> > [mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
>> > Sent: 25 June 2009 19:07
>> > To: arslist@ARSLIST.ORG
>> > Subject: Re: Best Way to Migrate CMDB Changes
>> >
>> >
>> >
>> > **
>> >
>> > I should have mentioned I have had no 7X training and have been
>> "winging
>> > it"
>> > for the last two years with 7X.
>> >
>> >
>> >
>> > To Answer Matt's question - AST:Forms and true CMDB Changes both need
>> to
>> > be
>> > moved. Is there a difference in what I could do if it was only an AST:
>> > form?
>> >
>> > Could I import a .def file for AST: forms? That's what I was afraid to
>> do
>> > because of the workflow with the CMDB Console Class Manager, etc.
>> >
>> >
>> >
>> > To Answer Roger - For the CMDBDriver.exe - just a few days ago I had a
>> > call
>> > with BMC and discoverd the trick of starting cmddriver.exe from the
>> cmd
>> > prompt.
>> >
>> > What commands do you use to migrate those forms from server to server?
>> Do
>> > you start CMDBDriver.exe and move changes that way?
>> >
>> >
>> >
>> > Thanks Guys,
>> >
>> >
>> >
>> > Jase :-)
>> >
>> > On Thu, Jun 25, 2009 at 1:59 PM, Roger Justice 
>> wrote:
>> >
>> > ** CMDBDRIVER is the tool you use. Since you had to ask the question
>> be
>> > very
>> > careful when you use this since it is very particular concerning the
>> DOS
>> > command structure.
>> >
>> >
>> >
>> >
>> > -Original Message-
>> > From: Jase Brandon 
>> > To: arslist@ARSLIST.ORG
>> > Sent: Thu, Jun 25, 2009 1:52 pm
>> > Subject: Best Way to Migrate CMDB Changes
>> >
>> > **
>> >
>> > Hello All,
>> >
>> > Does anyone have a suggestion on the best way to migrate CMDB Changes?
>> >
>> > I have been doing them by hand, simply because it was a few fields or
>> a
>> > small change and I am afraid all the workflow that fires from the CMDB
>> > Console class manager won't get synched up if I do a .def file
>> > import/export. And if something happens with Migrator, then it would
>> take
>> > hours for a difference report to run.
>> >
>> > Now, the changes are getting bigger and more complicated and it's not
>> > feasible to handjam all the changes.
>> >
>> >
>> >
>> > So, the stupid question of the day is "How is everyone else migrating
>> CMDB
>> > form Changes from server to server?"
>> >
>> >
>> >
>> > Thanks to All,
>> >
>> >
>> >
>> > Jase Brandon
>> >
>> > Quality Technology Services
>> >
>> >
>> >
>> > Windows 2003
>> >
>> > 7.1 Patch 006
>> >
>> >
>> >
>> > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the
>> Answers
>> > Are"_
>> >
>> >
>> >
>> > _
>> >
>> > Save energy, paper and money --
>> > 
>> get
>> > the Green Toolbar.
>> >
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>> > Are"_
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>> > Are"_
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Re: Best Way to Migrate CMDB Changes

[Matt Worsdell]

Changes to CMDB are migrated using the CMDB Driver. It is imperative you do
this as for example recreating a filed on the destination server even with
the correct fieldid does not make the field the same. Log onto the CMDB
driver and take a look at the expdf and impdf commands (for example). You
can also script many changes into a file to execute.

 

Once you have moved the changes you may then modify the AST forms by
adding(right click and select field from  form), removing and repositioning
fields using the admin tool. These forms are migrated using a def file. You
should not CREATE fields using the admin tool, but you may create trim
fields.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: 25 June 2009 19:07
To: arslist@ARSLIST.ORG
Subject: Re: Best Way to Migrate CMDB Changes

 

** 

I should have mentioned I have had no 7X training and have been "winging it"
for the last two years with 7X.

 

To Answer Matt's question - AST:Forms and true CMDB Changes both need to be
moved. Is there a difference in what I could do if it was only an AST: form?

Could I import a .def file for AST: forms? That's what I was afraid to do
because of the workflow with the CMDB Console Class Manager, etc.

 

To Answer Roger - For the CMDBDriver.exe - just a few days ago I had a call
with BMC and discoverd the trick of starting cmddriver.exe from the cmd
prompt.

What commands do you use to migrate those forms from server to server?  Do
you start CMDBDriver.exe and move changes that way?

 

Thanks Guys,

 

Jase :-)

On Thu, Jun 25, 2009 at 1:59 PM, Roger Justice  wrote:

** CMDBDRIVER is the tool you use. Since you had to ask the question be very
careful when you use this since it is very particular concerning the DOS
command structure. 




-Original Message-
From: Jase Brandon 
To: arslist@ARSLIST.ORG
Sent: Thu, Jun 25, 2009 1:52 pm
Subject: Best Way to Migrate CMDB Changes

** 

Hello All,

Does anyone have a suggestion on the best way to migrate CMDB Changes? 

I have been doing them by hand, simply because it was a few fields or a
small change and I am afraid all the workflow that fires from the CMDB
Console class manager won't get synched up if I do a .def file
import/export. And if something happens with Migrator, then it would take
hours for a difference report to run.

Now, the changes are getting bigger and more complicated and it's not
feasible to handjam all the changes.

 

So, the stupid question of the day is "How is everyone else migrating CMDB
form Changes from server to server?"

 

Thanks to All,

 

Jase Brandon

Quality Technology Services

 

Windows 2003

7.1 Patch 006

 

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Re: Best Way to Migrate CMDB Changes

[Matt Worsdell]

Jase

 

Are you referring to the AST forms or true CMDB changes. You use the CMDB
Class manager and CMDB Driver for that.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jase Brandon
Sent: 25 June 2009 18:52
To: arslist@ARSLIST.ORG
Subject: Best Way to Migrate CMDB Changes

 

** 

Hello All,

Does anyone have a suggestion on the best way to migrate CMDB Changes? 

I have been doing them by hand, simply because it was a few fields or a
small change and I am afraid all the workflow that fires from the CMDB
Console class manager won't get synched up if I do a .def file
import/export. And if something happens with Migrator, then it would take
hours for a difference report to run.

Now, the changes are getting bigger and more complicated and it's not
feasible to handjam all the changes.

 

So, the stupid question of the day is "How is everyone else migrating CMDB
form Changes from server to server?"

 

Thanks to All,

 

Jase Brandon

Quality Technology Services

 

Windows 2003

7.1 Patch 006

 

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Re: WWW RUG - UK Contingent

[Matt Worsdell]

www.wwrug.com

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Ross, Isabel (Access LLP)
Sent: 25 June 2009 11:04
To: arslist@ARSLIST.ORG
Subject: Re: WWW RUG - UK Contingent

I'm interested in this but don't have the details.  Is there a website?

I found one called http://www.ukrug.org/ but that only has information on
2008 

Thanks
Isabel

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: 25 June 2009 10:27
To: arslist@ARSLIST.ORG
Subject: Re: WWW RUG - UK Contingent


Considering it Peter.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Peter Romain
Sent: 25 June 2009 10:15
To: arslist@ARSLIST.ORG
Subject: WWW RUG - UK Contingent

OK, I've now booked my attendance at this event in November.

Maybe us UK attendees should get together and 'suggest' a UK localisation
(more 'u's and fewer 'z's) and default £ instead of $ (I know 7.5 does
this)

Any other UK people going?

Cheers

Peter


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***Disclaimer
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may contain confidential and/or privileged material. If you are not a named
addressee, do not use, retain or disclose such information. This email is
not guaranteed to be free from viruses and does not bind Access in any
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Re: WWW RUG - UK Contingent

[Matt Worsdell]

Considering it Peter.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Peter Romain
Sent: 25 June 2009 10:15
To: arslist@ARSLIST.ORG
Subject: WWW RUG - UK Contingent

OK, I've now booked my attendance at this event in November.

Maybe us UK attendees should get together and 'suggest' a UK localisation
(more 'u's and fewer 'z's) and default £ instead of $ (I know 7.5 does
this)

Any other UK people going?

Cheers

Peter


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Re: Recon Jobs Questions - a solution for handling merge qualifications across datasets.

[Matt Worsdell]

Ah they changed their stance at some point then. I'm going back to the 1.1
course I did way back, I always ignored the advice anyway as I didn't get a
good enough reason as to why not.

Matt

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Peter Romain
Sent: 24 June 2009 19:08
To: arslist@ARSLIST.ORG
Subject: Re: Recon Jobs Questions - a solution for handling merge
qualifications across datasets.

Matt,

Workflow on the BMC forms in the CMDB is OK, see the Adding Custom
Workflow section of the 7.5 Concepts and Planning Guide.

Cheers

Peter


> Ben
>
> Yes that works as long as the check result can not and does not change
> between submit and reconciliation.
>
> Bmc advise not to create workflow at  the cmdb level except for workflow
> executing rules.  Unfortunately it is more flexible and faster to do so as
> you realise.
>
> Matt
>
> -Original Message-
> From: Ben Chernys 
> Sent: Wednesday, June 24, 2009 4:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Recon Jobs Questions - a solution for handling merge
> qualifications across datasets.
>
> Here's the fix I settled for.
>
> In brief:
>
> Add an attribute called "TakeMe" to BaseElement.  The can be a character
> field or an enum with two values (plus $NULL$): TakeMe, Check
>
> On each submission, if TakeMe is NULL, the CI being submitted figures out
> if
> it is to be the one or not.  If it is, it sets TakeMe to Yes and pushes
> TakeMe=NULL to all other datasets.  If not, is sets itself to NULL and
> pushes TakeMe=Check to all other datasets.
>
> The recon jobs then only look at their datasets and process TakeMe =
> TakeMe.
>
> You can make any conditions you like in a filter guide fired on Submit,
> Merge, Modify, Delete, etc to set the TakeMe flag.  You can exclude the
> recon user in the filter that fires the guide.  You can also set it to the
> original value when the user is the recon user.
>
> This does not slow down the recon jobs at the expense of a small slowdown
> in
> submits.
>
> Cheers
> Ben Chernys
> Ben Chernys
>
>
>
> [The entire original message is not included]
>

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Re: Recon Jobs Questions - a solution for handling merge qualifications across datasets.

[Matt Worsdell]

Ben

Yes that works as long as the check result can not and does not change between 
submit and reconciliation. 

Bmc advise not to create workflow at  the cmdb level except for workflow 
executing rules.  Unfortunately it is more flexible and faster to do so as you 
realise.

Matt 

-Original Message-
From: Ben Chernys 
Sent: Wednesday, June 24, 2009 4:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: Recon Jobs Questions - a solution for handling merge 
qualifications across datasets.

Here's the fix I settled for.

In brief:

Add an attribute called "TakeMe" to BaseElement.  The can be a character
field or an enum with two values (plus $NULL$): TakeMe, Check

On each submission, if TakeMe is NULL, the CI being submitted figures out if
it is to be the one or not.  If it is, it sets TakeMe to Yes and pushes
TakeMe=NULL to all other datasets.  If not, is sets itself to NULL and
pushes TakeMe=Check to all other datasets.

The recon jobs then only look at their datasets and process TakeMe = TakeMe.

You can make any conditions you like in a filter guide fired on Submit,
Merge, Modify, Delete, etc to set the TakeMe flag.  You can exclude the
recon user in the filter that fires the guide.  You can also set it to the
original value when the user is the recon user.

This does not slow down the recon jobs at the expense of a small slowdown in
submits.

Cheers
Ben Chernys
Ben Chernys



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Re: Attention BMC/Remedy Partners and Resellers :: Remedy-Themed Internet Domains for Sale or Lease

[Matt Worsdell]

Cyber squatter 
;)

-Original Message-
From: Howard Richter 
Sent: Tuesday, June 23, 2009 4:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attention BMC/Remedy Partners and Resellers :: Remedy-Themed 
Internet Domains for Sale or Lease

There is a term for this type of collection, but I cannot remember this and
I have always questioned the ethics of a company or person that does it.

Also there is an artical on this type of doman collections at
http://www.ivanhoffman.com/passive.html .

Have a great day in the world of Remedy,

Howard

On Tue, Jun 23, 2009 at 11:33 AM, Stephen Heider wrote:

> ** This reminds me of a post from April 9 with the subject of 'ADV: Remedy
> Domains'.   :)
>
> Stephen
> Remedy Skilled Professional
>
> On Tue, Jun 23, 2009 at 10:07 AM, Bing  wrote:
>
>> **
>>


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Re: Recon Jobs Questions

[Matt Worsdell]

Then the only way would be to perform a copy dataset and run that process on a 
temp source, or use workflow execution. Messy. 

I have done something similar in so far as the requirement was to not merge 
target ci with a particular status. I had to grab the status of the target and 
update the source using compare and workflow execution. It does work for all 
classes but can be very slow. 

I found a stored procedure works well, I have some thoughts in how to do that 
within bmc reconciliation if that works for you.

Matt

-Original Message-
From: Ben Chernys 
Sent: Monday, June 22, 2009 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Recon Jobs Questions

Hmmm.  Thanks Matt, but I think it ain't quite that easy.

The source datasets cannot have their CIs deleted at any time.
(requirement)

1) I do NOT want a merge activity in these conditions.  Rather, based on
conditions in all three datasets, I would need to select 1) whether I wanted
to do a merge or not, and 2) the source dataset 

Have you tried the Workflow Execution stuff?  It is this area of code that
BMC raised the SW thingy for.  That code simply doesn't work with any
attributes not in BaseElement.  The Trace message out of recon for this area
of code use "s" instead of "%s" as a printf format string!  Try also
qualifications containing 0 (CLOB) length char fields from BaseElement.

When you say "temporarily" do you mean DO fields?  Or in the DB?

The "Additionally" part is done with normal filters when the user is the
recon user.

Cheers
Ben

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell


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Re: Recon Jobs Questions

[Matt Worsdell]

Yup Easy.

1.Perform an Identification job on those with your qual and ensure that
auto identify is set to off.
2.Do your Merge activity.
3.Delete reconciled CIs from source dataset.
4.Perform Identification on remainder.
5.Final Merge activity.

For part 2, you'd need to create a comparison job that runs workflow to
get the attributes from the unrelated dataset and store them temporarily.
You could then qualify that.

Matt

> ARS  7.1p1
> ITSM 7.0.3 p5
> Oracle
> Sun
>
> Hi Folks,
>
> Quick Q for any Recon experts.
>
> Is there any way to add a target dataset qualification to a merge job?
>
> In my case, I have a whack of qualifications for the Source dataset's CI
> but
> I want to add a qualification on the destination CI such that if
> destination
> CI does not exist then do the merge else if it does exist then only do the
> merge if this qualification is passed.
>
> It seems that ARS is always appending AND 'DatasetID' ==
> "$Src_Dataset_ID$")
> to any merge qualifications.
>
> Similarly, I do NOT want to do the Merge if an attribute is set in an
> unrelated dataset.
>
> Additionally, it seems that there is no way to indicate that a single
> attribute is NOT to be merged when the CI does not exist in the target
> dataset.  If the CI exists, you can weigh the attribute of the target
> higher
> than that of the source.  One would have hoped a weight of 0 would mean to
> NOT merge that attribute at all.
>
> Finally, just judging from the logs, it would seem that the SQL is
> generated
> to select CIs BEFORE any get workflow, so the fields set by get workflow
> cannot be used in qualifications.  However, this Get workflow could throw
> errors preventing the recon merges from happening or adjust values as
> needed.  This begs the question:  Can a filter cancel an update without
> throwing an error?
>
> We have had many issues with recon some of which have generated SW changes
> that will be in the "next major release" - not 7.5.  It would seem that
> recon has not been well thought out or is really only designed to handle
> the
> specific purpose of merging different discovery products' attributes into
> a
> whole CI.
>
> Cheers
> Ben Chernys
>
> Senior Software Architect
> Software Tool House Inc.
>
> Canada / Deutschland / Germany
> Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
> Email:
> mailto:ben.cher...@softwaretoolhouse.com
> Web:  
> http://www.softwaretoolhouse.com
>
> A free notepad for Diary fields:
>  
> http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm
> An ARS API scripting tool used for migrations, integrations, imports,
> reports, extracts, batch jobs:
>  
> http://www.softwaretoolhouse.com/products/SthMupd
>
>
>
>
>
>
>
>
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Re: AIE Problem

[Matt Worsdell]

Agreed. Most people use r3m3dy

;)


> ** You really should set a password on your server.. huge security hole. I
> can understand not sharing it here but please set one then comeback and
> set it in the aie.cfg as well.   Kelly Deaver kdea...@kellydeaver.com
> (Yes, I work for BMC. This post reflects the opinions of the poster and
> not the official opinion of BMC)   Original Message 
> Subject: Re: AIE Problem
> From: Victor Olufowobi
> Date: Thu, June 18, 2009 6:00 am
> To: arslist@ARSLIST.ORG
>
> ** #wmMessage  { font-family:Arial, Helvetica,
> sans-serif;font-size:12px; }   Yes, they are. [AR System Info]
> # AR System Server connection information for engine-owned AR System
> # resources.
> ARServerName:  REMEDY7
> ARLogin:   Demo
> ARPassword:
> ARPort: 0
>
>
>
> On Thu 18/06/09 12:06 , Matt Worsdell m...@worsy.co.uk sent:
>  This may have been asked yesterday, the Arserver details in EIE.cfg, are
> they correct?
>
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Re: AIE Problem

[Matt Worsdell]

This may have been asked yesterday, the Arserver details in EIE.cfg, are
they correct?

>
> The service name in windows matches the name in AIE:BackUpLoadFlag
> form
>  The port no. is still the same ... but Inst_001_aieEventListener.dbg
> reads:
>
>   ...
>  [Thu Jun 18 2009 08:48:52.8280] -   + ARGetListEntry --
> Form[EIE:BackUpLoadFlag]
>  Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup
> port rc = 2
>  [Thu Jun 18 2009 08:48:53.0310] -   - ARGetListEntry Failed
>  [Thu Jun 18 2009 08:48:53.0310] -   Instance failed to listen on
> port[1059] for Run Now, Verify and Immediate Even-driven request...
>  [Thu Jun 18 2009 08:48:53.0310] -   Event driven support cannot be
> serviced.  Correct port errors and restart EIE.
>  [Thu Jun 18 2009 09:42:21.1870] -   + ARGetListEntry --
> Form[EIE:BackUpLoadFlag]
>  Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup
> port rc = 2
>  [Thu Jun 18 2009 09:42:22.0770] -   - ARGetListEntry Failed
>  [Thu Jun 18 2009 09:42:22.0770] -   Instance failed to listen on
> port[3957] for Run Now, Verify and Immediate Even-driven request...
>  [Thu Jun 18 2009 09:42:22.0770] -   Event driven support cannot be
> serviced.  Correct port errors and restart EIE.
>  [Thu Jun 18 2009 09:44:19.7490] -   + ARGetListEntry --
> Form[EIE:BackUpLoadFlag]
>  [Thu Jun 18 2009 09:44:19.7960] -   - ARGetListEntry OK
>  [Thu Jun 18 2009 09:44:19.7960] -   Instance listening on port[4425]
> for Run Now, Verify and Immediate Even-driven request...
>  [Thu Jun 18 2009 09:44:19.7960] -   Wakeup port opened to receive
> event driven requests.
>  [Thu Jun 18 2009 09:44:24.7960] -   Event wakeup port open and ready
> to receive a request.
>  [Thu Jun 18 2009 09:44:24.7960] -   Request received on wakeup port.
> Notifying event manager to service the request.
>  [Thu Jun 18 2009 09:44:24.7960] -   Waiting for wakeup call for
> immediate requests.
>  [Thu Jun 18 2009 10:53:13.7800] -   + ARGetListEntry --
> Form[EIE:BackUpLoadFlag]
>  [Thu Jun 18 2009 10:53:13.7960] -   - ARGetListEntry OK
>  [Thu Jun 18 2009 10:53:13.7960] -   Instance listening on port[4520]
> for Run Now, Verify and Immediate Even-driven request...
>  [Thu Jun 18 2009 10:53:13.7960] -   Wakeup port opened to receive
> event driven requests.
>  [Thu Jun 18 2009 10:53:18.7960] -   Event wakeup port open and ready
> to receive a request.
>  [Thu Jun 18 2009 10:53:18.7960] -   Request received on wakeup port.
> Notifying event manager to service the request.
>  [Thu Jun 18 2009 10:53:18.7960] -   Waiting for wakeup call for
> immediate requests.
>
>   I have tried re-installation and even adding second instance  ...
> with the same result
>  Victor
>  On Thu 18/06/09 10:15 , Matt Worsdell m...@worsy.co.uk sent:
>   Ok that is the same form effectively.
>  Can you confirm the instance name matches with the service name in
> windows
>  services?
>  Can you try restarting the AIE instance and see whether the port in
> the
>  line you mentioned below changes?
>  You might find a simple re-install of AIE might resolve this
> quicker.
>  Matt
>
>
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Re: AIE Problem

[Matt Worsdell]

Ok that is the same form effectively.

Can you confirm the instance name matches with the service name in windows
services?

Can you try restarting the AIE instance and see whether the port in the
line you mentioned below changes?

You might find a simple re-install of AIE might resolve this quicker.

Matt


>
> Thanks Matt.
>
>   This is a new installation, not an upgrade nor was it migrated from
> another instance.
>  I do not have EIE:BackUpLoadFlag form just AIE:BackUpLoadFlag form
> with one entry:
>
>   AIE Version : 7.5.00 Patch 001 200903052000
>  Engine Load : Yes
>  Host : 192.168.80.131
>  Instance Name : BMC AIE [ REMEDY7(0) ] - 001
>  Instance Running :
>  Internal Instance Name : ARS_REMEDY7(0)_EIE_192.168.80.131_Inst_001
>  Port : 3021
>  Status : New
>  Unicode : No
>  Victor
>  On Wed 17/06/09 16:23 , Matt Worsdell m...@worsy.co.uk sent:
>   Do you have any entries in the EIE:BackUpLoadFlag form?
>  Has this server been migrated from another server instance?
>  Matt
>  >
>  > Thank you all so far
>  >
>  > The only error/warning messages I could collect from the log files
>  > are:
>  >
>  > from Inst_001_aiemain.dbg
>  > - [Wed Jun 17 2009 15:44:17.6860] - Failed to Initialize
>  > InitMBUtil() for Unicode Instance: REMEDY7
>  >
>  > from Inst_001_aieEventListener.dbg
>  > - [Wed Jun 17 2009 08:33:54.6090] - + ARGetListEntry --
>  > Form[EIE:BackUpLoadFlag]
>  > Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup
>  > port rc = 2
>  > Victor
>  > On Tue 16/06/09 09:42 , Peter Romain
>  > p.romain.arsl...@parsolutions.co.uk [1] sent:
>  > The AIE logs should show whether the instances are logging into
>  > Remedy
>  > correctly.
>  > For example, if AIE was installed using the Demo user and this
> user
>  > was
>  > subsequently locked down (eg new password) then the AIE instances
>  > would
>  > not be able to log in.
>  > There is a utility in the AIE install area to change the AIE user
> in
>  > the
>  > AIE config file. This ensures that the password is encrypted in
> the
>  > config
>  > file.
>  > Cheers
>  > Peter
>  > > Is REMEDY7 the actual name of your host?
>  > >
>  > > If you check your open connections to your SQL server from its
>  > Management
>  > > Console, do you see the AIE service connecting to it? If not do
>  > you have a
>  > > max number of open connections defined on your SQL server that
> may
>  > be
>  > > preventing AIE from connecting?
>  > >
>  > > Joe
>  > >
>  > >
>  > >
>  > >
>  > > 
>  > > From: Victor Olufowobi
>  > > To: arslist@ARSLIST.ORG [2] [2]
>  > > Sent: Monday, June 15, 2009 3:12:14 PM
>  > > Subject: AIE Problem
>  > >
>  > > ** Hello Listers,
>  > > Here is the error message received while trying to verify Data
>  > Exchange
>  > > for CI migration from an SQL Server source:
>  > > "Set fields active link running a process failed: Host Name
>  > REMEDY7. Can
>  > > not connect to AIE Service. Please check if the instance is
>  > running.
>  > > (ARERR 9281)"
>  > > The AIE service is definetely running and connection to the SQL
>  > Server
>  > > source verified
>  > > Any suggestion to the causes of the problem?
>  > > Remedy system:
>  > > AR System 7.5.01 on W2k3 Enterprise
>  > > MS SQL Server 2005
>  > > Tomcat
>  > > Victor
>  > >
>  > >
>  > >
>  > >
>  > >
>  >
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> [9]
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Re: AIE Problem

[Matt Worsdell]

Do you have any entries in the EIE:BackUpLoadFlag form?
Has this server been migrated from another server instance?

Matt


>
> Thank you all so far
>
>   The only error/warning messages I could collect from the log files
> are:
>
>   from Inst_001_aiemain.dbg
>   - [Wed Jun 17 2009 15:44:17.6860] -   Failed to Initialize
> InitMBUtil() for Unicode Instance: REMEDY7
>
>   from Inst_001_aieEventListener.dbg
>   - [Wed Jun 17 2009 08:33:54.6090] -   + ARGetListEntry --
> Form[EIE:BackUpLoadFlag]
>  Unable to access EIE:BackupLoadFlag form to set AIE Service wakeup
> port rc = 2
>  Victor
>  On Tue 16/06/09 09:42 , Peter Romain
> p.romain.arsl...@parsolutions.co.uk sent:
>   The AIE logs should show whether the instances are logging into
> Remedy
>  correctly.
>  For example, if AIE was installed using the Demo user and this user
> was
>  subsequently locked down (eg new password) then the AIE instances
> would
>  not be able to log in.
>  There is a utility in the AIE install area to change the AIE user in
> the
>  AIE config file. This ensures that the password is encrypted in the
> config
>  file.
>  Cheers
>  Peter
>  > Is REMEDY7 the actual name of your host?
>  >
>  > If you check your open connections to your SQL server from its
> Management
>  > Console, do you see the AIE service connecting to it? If not do
> you have a
>  > max number of open connections defined on your SQL server that may
> be
>  > preventing AIE from connecting?
>  >
>  > Joe
>  >
>  >
>  >
>  >
>  > 
>  > From: Victor Olufowobi
>  > To: arslist@ARSLIST.ORG [2]
>  > Sent: Monday, June 15, 2009 3:12:14 PM
>  > Subject: AIE Problem
>  >
>  > ** Hello Listers,
>  > Here is the error message received while trying to verify Data
> Exchange
>  > for CI migration from an SQL Server source:
>  > "Set fields active link running a process failed: Host Name
> REMEDY7. Can
>  > not connect to AIE Service. Please check if the instance is
> running.
>  > (ARERR 9281)"
>  > The AIE service is definetely running and connection to the SQL
> Server
>  > source verified
>  > Any suggestion to the causes of the problem?
>  > Remedy system:
>  > AR System 7.5.01 on W2k3 Enterprise
>  > MS SQL Server 2005
>  > Tomcat
>  > Victor
>  >
>  >
>  >
>  >
>  >
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> Links:
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> [2] mailto:arslist@ARSLIST.ORG
> [3]
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Release Notes v6

[Matt Worsdell]

Thanks to all those who sent them, I have a copy now.

Matt

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v6 Release notes

[Matt Worsdell]

Long shot but someone may have this. Am performing an upgrade from v5 to v6
and having trouble with the permissions format. Need to remind myself of the
fix, does anyone have a copy of the v6 release notes please?

 

Matt


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Re: Asset Management CI Viewer

[Matt Worsdell]

Not as a relationship to the AssetPeople form however you could:

 

Federate a link to the AssetPeople record

Store the owner as an attribute on the CI

Do as previously suggested and store the Owner as a relationship to a person
or organisation.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Bala Patel
Sent: 01 June 2009 17:46
To: arslist@ARSLIST.ORG
Subject: Asset Management CI Viewer

 

** 

All-

 

I am fairly new to Asset Management. 

Does anyone know if you can add the Asset Owners into the CI Viewer?  I know
the CI Viewer only displays CI's, but is their a way to also show an Asset
Owner?

 

Regards,

 

 

Bala Patel

Remedy Administrator

 

ARS 7.1

Asset Management 7.03

Windows 2003 

SQL 2005

 

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Re: Remedy 6.3 Compatibility Matrix

[Matt Worsdell]

Mark Thanks I have a copy now.

 

And Thanks to all who sent it in record time J

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mark Lev
Sent: 28 May 2009 22:05
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 6.3 Compatibility Matrix

 

** 

I have it but cannot attach to list, message got rejected.  I'd be glad to
send separate directly.

 

Thanks,

Mark

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Thursday, May 28, 2009 4:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 6.3 Compatibility Matrix

 

** 

I'd love a copy of this if anyone has one as well please.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Suwanski, Ron
Sent: 28 May 2009 16:09
To: arslist@ARSLIST.ORG
Subject: Remedy 6.3 Compatibility Matrix

 

** 

Can someone send me a copy of the AR Server 6.3 Compatibility Matrix ??

 

Thanks. 

 

Ron Suwanski

Remedy Administrator / Developer

 

DeVry Inc.

One Tower Lane

Oakbrook Terrace, IL 60181

 

p: 630.472.2209

f:  630.706.3446

e: rsuwan...@devry.com

 

www.devry.edu <http://www.devry.com/> 

 

cid:B32B817B-2671-4ABA-8B3A-2299C5556C56

 

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<>

Re: Remedy 6.3 Compatibility Matrix

[Matt Worsdell]

I'd love a copy of this if anyone has one as well please.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Suwanski, Ron
Sent: 28 May 2009 16:09
To: arslist@ARSLIST.ORG
Subject: Remedy 6.3 Compatibility Matrix

 

** 

Can someone send me a copy of the AR Server 6.3 Compatibility Matrix ??

 

Thanks. 

 

Ron Suwanski

Remedy Administrator / Developer

 

DeVry Inc.

One Tower Lane

Oakbrook Terrace, IL 60181

 

p: 630.472.2209

f:  630.706.3446

e: rsuwan...@devry.com

 

www.devry.edu  

 

cid:B32B817B-2671-4ABA-8B3A-2299C5556C56

 

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Re: CMDB 7.5 Service Catalog Mapping

[Matt Worsdell]

Peter

I've not tried it yet. I'm running Patch 1 so will have a go one evening,
if you don't sort it in the interim.

Matt

> Matt,
>
> Thanks for the replies. I take it you can create the mappings and see them
> as relationship CIs?.
>
> Yes I'm doing this in my personal sandbox and have organisations
> specified.
>
> If I promote to the Asset dataset I can see the mapped technical services
> there. However, if I close the UI then re-open it the mappings are not
> there.
>
> I'm beginning to suspect a background issue with the UI. In the query
> console I can't pull down the drop-down arrow for a CI to create a
> relationship.
>
> Cheers
>
> Peter
>
>> Peter
>>
>> Also can you confirm you have a Provider Organisation specified?
>>
>> Matt
>>
>>> Hi All,
>>>
>>> In the 'BMC Atrium CMDB 7.5.00 Administrator's Guide', Chapter 4, you
>>> can
>>> see how to map business services to technical services in the Service
>>> Catalog.
>>>
>>> If I try this on CMDB 7.5 Patch 1 I can get the technical services
>>> mapped
>>> to business services in the Service Catalog of the CMDB UI.
>>>
>>> However, if I close the CMDB UI and re-open it then the technical
>>> services
>>> are no longer mapped.
>>>
>>> At no time during this process do I see any relationships created in
>>> the
>>> base relationship form.
>>>
>>> Has anyone tried this and got the mapping to work?
>>>
>>> WIN 2008
>>> SQLServer 2008
>>> CMDB 7.5 Patch 1
>>> ARS 7.5 Patch 1
>>>
>>> Cheers
>>>
>>> Peter
>>>
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Re: CMDB 7.5 Service Catalog Mapping

[Matt Worsdell]

Peter

Also can you confirm you have a Provider Organisation specified?

Matt

> Hi All,
>
> In the 'BMC Atrium CMDB 7.5.00 Administrator's Guide', Chapter 4, you can
> see how to map business services to technical services in the Service
> Catalog.
>
> If I try this on CMDB 7.5 Patch 1 I can get the technical services mapped
> to business services in the Service Catalog of the CMDB UI.
>
> However, if I close the CMDB UI and re-open it then the technical services
> are no longer mapped.
>
> At no time during this process do I see any relationships created in the
> base relationship form.
>
> Has anyone tried this and got the mapping to work?
>
> WIN 2008
> SQLServer 2008
> CMDB 7.5 Patch 1
> ARS 7.5 Patch 1
>
> Cheers
>
> Peter
>
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Re: CMDB 7.5 Service Catalog Mapping

[Matt Worsdell]

Peter

Am assuming you are doing this in your personal sandbox? Are you promoting
the changes to BMC.Asset at all?

Matt

> Hi All,
>
> In the 'BMC Atrium CMDB 7.5.00 Administrator's Guide', Chapter 4, you can
> see how to map business services to technical services in the Service
> Catalog.
>
> If I try this on CMDB 7.5 Patch 1 I can get the technical services mapped
> to business services in the Service Catalog of the CMDB UI.
>
> However, if I close the CMDB UI and re-open it then the technical services
> are no longer mapped.
>
> At no time during this process do I see any relationships created in the
> base relationship form.
>
> Has anyone tried this and got the mapping to work?
>
> WIN 2008
> SQLServer 2008
> CMDB 7.5 Patch 1
> ARS 7.5 Patch 1
>
> Cheers
>
> Peter
>
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Re: The proper way to create Assets in 7.0

[Matt Worsdell]

Agreed. Also allows for creation of attributes that are hidden from the
user for processing etc.

Matt

> BMC Config Discovery integration via AIE uses the BMC forms rather than
> AST so you could consider this a back door recommendation from BMC!
>
>
>> Unless you have specific filters that fire on the AST:ComputerSystem
>> form,
>> I suggest you create the entries in the BMC.CORE:BMC_ComputerSystem
>> form.
>> The actual means of doing can vary: import tool, web service, custom
>> API,
>> etc, etc.
>>
>> -Guillaume
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) on behalf of
>> Pierson,
>> Shawn
>> Sent: Wed 04/29/09 2:25 PM
>> To: arslist@ARSLIST.ORG
>> Subject: The proper way to create Assets in 7.0
>>
>> Good afternoon,
>>
>> I know a lot of people have created custom workflow to automatically
>> create CIs through various means.  We have that here at my company with
>> three different ways of automatically adding or importing CIs into the
>> system.  However, they access the system in entirely different ways.
>> One
>> goes through the CMDB web service, another pushes to AST:Computer
>> System,
>> another pushes to BMC.CORE:BMC_ComputerSystem, and I could probably find
>> half a dozen other ways or more to do this.
>>
>> So my question is, what are the proper steps to create CIs through
>> automated means?  Where should you push your records to?  Does BMC offer
>> any documentation on this that I just haven't found yet?
>>
>> My goal is to rebuild the three we have into one single integration
>> point
>> that is both consistent and something that won't stop working if we
>> upgrade to 7.5 or a patch.
>>
>> 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: CMDB Reconciliation - Easy Steps for Beginners?

[Matt Worsdell]

Mike

You will basically need one Identification and one Merge activity at the
very basic level.

Start by creating an Idenitification Group. This will hold the
Identification rules in order of how you wish the CIs to be matched.
For example 'Name' = $Name$ would give you a match on CI Name.

Next step is to create the Identification activity, so first ensure you
have a Job to add it to. Add the Dataset BMC.CORE and specify the
Identification Group you created before in the Group Name. If you wish to
give CIs which did not match a Recon ID then set Mark Auto Identify to
Yes.

Add the BMC.Asset daaset, there is no need to Auto Identify as CIs in this
dataset will be auto identified. Finally specify BMC.Asset as the Master
dataset.

You may optionally create a qualification group, leaving this blank will
mean all CIs in the source dataset are identified.

Once you've got that working come back for the merge lesson :)



>
> Hi Everyone,
>
> Just wondering if there are some nice easy instructions to reconcile some
> CMDB data.? I have data in BMC.CORE in a dataset and need to reconcile
> this into BMC.ASSET for Class ComputerSystems (say).? Currently there is
> no data in Asset Management for this class.
>
> The ReconciliationId is 0 as you would expect before reconcilliation has
> begun.? The documentation is okay when you know the basic steps, but
> doesn't seem too helpful if its a first time, or maybe I am just confused
> by all this?
>
> Some nice easy steps would be so useful.? I know how to navigate the
> Reconciliation tab, but how to set this up and in what sequence?
>
> I would really appreciate some basic help if at all possible.
>
> Thank you kindly
> Mike
>
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Re: SQL statement

[Matt Worsdell]

John

 

You'll need a "database link" set up. One for your dba I would imagine.

 

Matt

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Kelley
Sent: 16 April 2009 22:14
To: arslist@ARSLIST.ORG
Subject: SQL statement

 


Need a little help with an SQL statement.   

I am trying to populate fields in INC management from an Access Database on
a shared network drive. 
My set field SQL statement so far is : 

SELECT * FROM File: //usranfb/transfer/Shopinfo/shopdetail.mdb WHERE
SHOP_PFCNTR = $Shop number$ 


When I populate the shop number in my INC I get the following error. 
"ARERR [552] Failure during SQL operation to the database : ORA-00903:
invalid table name" 

I don't think it knows where the location is. 

Help 


*
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Re: Creating a new CMDB Class

[Matt Worsdell]

Open the OBJSTR:Pending form and check for Error entries there. You can
nudge entries stuck Processing using the CMDB Driver.

Matt


> I've attempted to create a new CELL_PHONE CI class per my user's
> requirements but it's been stuck in 'Change Pending' since yesterday,
> and I can't seem to find a way to get it to take into the system. When I
> try to 'View Log' the class I don't see any data at all. I tried to
> manually kick it off by submitting a record in the RE:Job Operation form
> with the Sync-Meta-Data command but that didn't appear to do anything.
>
> I'm running ARS 7.1 with ITSM 7.0.02 patch 6 in a Windows/MS SQL Server
> environment. Is this another "feature" or am I missing a step?
>
> Mike Pugh
> Software Engineer
>
> AMERICAN SYSTEMS
> 13990 Parkeast Circle
> Chantilly, VA 20151
> www.AmericanSystems.com
>
> phone: (703) 968-5265
> mobile: (203) 434-5082
> harry.p...@americansystems.com
>
> "Contractor of the Year - 5th Annual Greater Washington Government
> Contractor Awards"
>
> --
> LEGAL DISCLAIMER: The information in this email is confidential and may be
> legally privileged. It is intended solely for the addressee. Access to
> this email by anyone else is unauthorized. If you are not the intended
> recipient, any disclosure, copying, distribution or any action taken or
> omitted to be taken in reliance on it, is prohibited and may be unlawful.
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Re: ITSM naming convention sucks

[Matt Worsdell]

Agreed. My personal bug bear is the fact Form Alias settings for some joins
reflect other form names. Try opening some of the SIT:Site Alias stuff :(

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: 20 March 2009 14:26
To: arslist@ARSLIST.ORG
Subject: Re: ITSM naming convention sucks

Matt,

Yes. However, when do you think the new owner needs to take full
ownership of the current state?

BMC decided to take two products and "merge" them. Then _they_ (not
the previous author) released it to customers.

IMO: When you sell it, you are responsible for it no matter the
original source. It is the vendors responsibility to make it as good
(or bad) as they choose.


Now with that said...


ccrashh,

I feel your pain.

Yes there are pros and cons to any naming convention. However I have
not yet seen one that has zero cons. So no matter what is selected,
well, someone will be unhappy.

Any and all naming conventions suck. Well unless you happen to be part
of the comity that compromises until you all grudgingly agree to a
list that no one really wants, but everyone stopped complaining about.
Those people likely think that the final result is the "Lesser of all
evils". (Or they are forced to conclude that they wasted their time
producing something that is not worth using.)

To be totally clear, my above opinion does not excuse the vendor for
any of the following:
 *  releasing a product that is inconsistent with itself
 *  a product that appears to be very dependent on "String sorting" to
understand the relationships between its component parts
 *  a product design that some think borders on "developer hostile"
  ("But you can buy this or that add on tool to help with this or
that.")

My opinion is just to point out that age old sayings still apply:
 "You can not keep all of the people happy all of the time."
 "You break it. You bought it."
 "The customer is always right."

It is a tough job to try to deal with all three of those ideals at the
same time. And I think, in general, customers are becoming more
demanding too.


However, if we are looking to make suggestions for improvements..
 ( I have no idea if any of these already exist in v7.5. Maybe they
do. I can only hope. )
 ( While they do not apply only to ITSM, I think all of the following
would help sales/use of ITSM.)

The vendor could provide better ways to navigate from ARS object to
object for developers.
Things like:
  Field Properties dialog, with a named menu... How about a button to
open the menu object?
  Related workflow tab:
How about a table field with columns that I can sort on. Things
like separate fields for all of the following come to mind:
 Execution order
 Execute on button
 Execute on field
 Execution on Submit, modify, etc
 Number of If actions
   list of types of If actions
 Number of Else actions
   list of types of Else actions
  A way to add any object from any object list into a New or existing
Packing List. ( I think 7.5 has something like this... but maybe not
everywhere.)

Basically tools that help the developer to develop based on what is
obviously already in the system.

And there are a whole set of features/functions that I would love to
see added too. :)

-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Fri, Mar 20, 2009 at 9:15 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:



> What BMC has provided is total crap...&#x

Re: ITSM naming convention sucks

[Matt Worsdell]

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: BMC Professional Services Hourly or Daily rates

[Matt Worsdell]

In which territory?

> What is BMC Professional Services currently charging for an hourly or
> daily
> rate?
>
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Re: AIE Issues

[Matt Worsdell]

Yes you can install on another box. it won't affect the existing instance
but will create new ones named differently.

Matt


> Hello Friends,
>
> We have an ARS Server installed on Solaris and we want to fetch third
> party
> data using AIE.
> I've already installed AIE on the same machine (Solaris) but there is no
> SQL
> Adapter for this platform.
> I want to know,
> for SQL Adapter do I need to install the AIE from the machine (ex. HRSQL)
> choosing the same AR Server?
> And how it will affect the previous installation and the instances?
>
> Thanks & Regards,
> Vinit
>
> -
> Thanks & Regards,
> Vinit
> --
> View this message in context:
> http://www.nabble.com/AIE-Issues-tp22324640p22324640.html
> Sent from the ARS (Action Request System) mailing list archive at
> Nabble.com.
>
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Re: ITSM 7 & AIE Question

[Matt Worsdell]

Love all this talk ogf translation tables and perl scripts to do a job AIE
can do quite happily.

Use the OOTB functionality to create an Alias then do a lookup using
TargetSQL function in AIE to map the Location information as necessary.

Matt


>
> Hi All - we are in the beginning phases of rolling out ITSM 7 here but I
> have one kind of important question.  We are going to be getting a data
> feed from our payroll system of all employees but the location names
> that the payroll system uses is different than we want to show in
> Remedy.  What I am wondering is that if we are using AIE to bring the
> data into Remedy can we make a location alias of the payroll name and it
> will grab the correct location information.  Or am I going to have build
> my own translation table to clean up the names.
>
> E.G. Payroll: Building A and Location Table: Location C's Building A
>
> Thanks
>
> ITSM 7.0.3 p8 (9005 & 9002)
> ARS 7.1 p4
>
>
> 
>
>
> Christie Pargeter
> Legacy Health System
> IS - Programming
> SR Technical Analyst
> cparge...@lhs.org
>   System Office
> tel: 503-415-5149
>
>
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