Re: ServiceNow as SRM replacement? (marginally OT, sanity check)

2013-01-11 Thread McClure, Don
I'll select Joe's posting as a reply point—knowing that others have added more 
information.

The University of North Texas System investigated SNOW as a Remedy 
replacement—by the way, our current System administration is in an ABR mode 
(yes, Anybody But Remedy).

SNOW Pluses—a more complete package for Incident, Change, Knowledge, 
notification management in many modes, SRM, [primitive] SLM, discovery, CMDB, 
very versatile reporting on almost any data in the system—and a built-in 
console for some smartphone devices. No add-ons, no options needed, all one 
complete price.  Such may also be a disadvantage, as SNOW requires a fixed 
(named-user) license for several activities where BMC/ITSM does not do so.

SNOW Minuses—significant configuration work to ensure that established workflow 
actually matches processes already in place; very skeletal Customer Portal 
(building items is easy—replicating them to the non-login portal is difficult 
enough that their consultant failed to do it at a users' group demo!!), clumsy 
publication/updating of Knowledge Articles; attractive but marginally 
functional dashboards.

Summary—at UNT, SNOW was only seen as a complete, hosted, subscription, 
no-infrastructure replacement for BMC ITSM—not just a frontend replacement for 
SRM.

rant enclosed
Then, the price:  quote to us for an annual subscription was 4.0 times our 
current maintenance to BMC for ITSM, ADDM, Knowledge.  I will gladly share 
further details as to our sizing, but comparison of sizing for proposed SNOW vs 
current BMC/ITSM is another very large discussion (will occupy lots of room if 
included here).

So, our budget folks balked on the $$$--and were sold on SNOW up until that 
point.  Further, the initial start-up contract quote was nearly 80% of our 
current BMC/ITSM support cost.  Of course, group making this decision is trying 
to be parent/supplier to the University, and said group is basically not 
accustomed to following any IT processes at all—and further in denial that most 
University groups are already well-entrenched in Incident processes, at least.  
Therefore, our budget folks have returned us to examining other product 
candidates—without senior administration having said anything about compelling 
non-process folks to actually USE the successor toolkit when selected.
/rant

I can definitely see why large corporation was initially excited, and then 
returned to the BMC fold when they realized just how much configuration (no, 
not customization!!!) was required for their particular usage of SNOW.  We saw 
some very large Serv Mgmt delegations at two SNOW user group meeting, each 
representing rather smaller entities than our University.

Your mileage may vary…

Don W. McClure, P.E.
Call Tracking Administration
University of North Texas
dwmac @ unt . Edu

Cost, schedule, features……choose two



From: Joe D'Souza jdso...@shyle.netmailto:jdso...@shyle.net
Organization: Shyle Networks
Reply-To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Date: Fri, 11 Jan 2013 13:08:21 -0500
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ServiceNow as SRM replacement?

**

Like this person said – cost of the product itself. Sometimes a short term 
vision for short term gains can lead to long term losses. Then again it could 
be lack of funding itself. With the economy that is perhaps barely recovering, 
I would think that is more of a reason than a lack of vision of long term 
losses. They just take that chance of shooting themselves in the foot and then 
see how far you can run :).

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes
Sent: Friday, January 11, 2013 8:52 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ServiceNow as SRM replacement?

**
Why do people feel the need to switch to Service Now to begin with?  Just 
curious.

Lisa Kemes
On Thu, Jan 10, 2013 at 6:37 PM, Tauf Chowdhury 
taufc...@gmail.commailto:taufc...@gmail.com wrote:
All,
A little birdie was chirping the other day and I heard something about
SNow having an integration or some type of implementation scenario
where it is taking the place of SRM But still have AR and ITSM on the
fulfillment side. I'm sure it's possible but my question to you folks
is:
1. Have you done it
2. If so, what gives? How'd it go?

I understand the drawbacks so we don't have to go there but feel free
if you'd like :)

Sent from my iPhone
_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Using ITSM Support Groups with AR System Roles

2012-05-25 Thread McClure, Don
HI Mark.

I agree with Nancy, and can go a bit further:  significant workflow is involved 
keeping User, People Permission Groups, and other tables SYNCHRONIZED as an 
administrator configures via CTM:People and the People-View in Nancy's 
response. In fact, I do not recommend trying this by hand under any conditions. 
 We are on ITSM 7.6.04 sp3.

We actually found a situation in base-version ITSM 7.6.04 where Support-Staff 
records entered via the Application Administration Console and its popup would 
actually fail to update 'availability' and other facets of support-group 
records.  I have made it a practice in my portfolio to ALWAYS 
create/modify/de-commission support-staff records directly[EXCLUSIVELY!!] in 
CTM:People. Always!

I cannot help you concerning mixing these activities with your custom in-house 
items--especially if you are adding groups/roles other than in the manner 
specified in the configuration guide.  The number of 'touchpoints' is large, 
and diagnosis may require finding exactly which rights you expect to see and do 
not observe.  

We field a large multi-tenancy implementation, of which Dr Christopher Strauss 
has expounded regularly in this list.

Don W. McClure, P.E.
ITSS Call Tracking Administration
University of North Texas System
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nancy Tietz
Sent: Wednesday, May 23, 2012 12:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: Using ITSM Support Groups with AR System Roles

Hi -
This is my take on it.
With ITSM, the AR User form and AR Group form are not generally needed.
They don't have enough information.
The People form on ITSM (Administrator Console  Application Administration 
Console  People-View)  is the one that has people associated with the Support 
Group Names  and the Functional Roles which are based on the Support Group.
It isn't necessary very often to have to look at the actual number of the 
support group.  Just the name.

I also think it is confusing that you have to do 'Permissions' that say 
Knowledge Admin etc, and then do 'Support Groups' and also worry about the
'Functional support Groups.   It is a lot to grapple with all at once.

Best wishes!

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mark Lyndle Johnson
Sent: Wednesday, May 23, 2012 12:46 PM
To: arslist@ARSLIST.ORG
Subject: Using ITSM Support Groups with AR System Roles

My organization has been running Remedy AR Server for a very long time solely 
using custom in-house built forms and applications.  We're transitioning to 
ITSM for our main ticketing forms and keeping some of our self-built custom 
forms.  I set up a 7.6.04 SP 2 ITSM server and have migrated our custom 
applications over (these were mostly built in a AR System 7.1 environment), and 
I'm having trouble using the ITSM Support Groups to grant rights to our custom 
apps.

In the ITSM People form, if I make a user a member of a Support Group, then if 
I open that same user's entry in the AR System User form, I see that they have 
a number listed in their Group List field.  If I then go to the AR System Group 
form and search for a group with a Group Name matching that number, I come 
across an entry where the Long Group Name field states that it is for the 
Support Group I just made the user a member of.  Then I go to the AR System 
Roles form, and I see that the Test and Production drop down menus that list AR 
System groups also contain all of these Group form group name numbers that 
related to all of our ITSM Support Groups.

The problem is that if I select one of these number groups, none of the users 
in the corresponding ITSM Support Groups are picking up the rights that that 
role is supposed to grant to them.  I double checked that the AR System 
Application that the role pertains to is in either a Testing or Production 
state.  I dont' understand how to use these numbered groups to allow us to 
grant Role permissions to ITSM Support Group members.  Does anybody have any 
thoughts on this?

Thanks,
Mark

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Re: ADDM

2012-04-02 Thread McClure, Don
We are *investigating* ADDM8.3 for addition to the ITSM suite here at Univ of 
North Texas.  In fact--a business point I have now heard from multiple 
sources--a *change notice* should not be considered implemented/complete until 
a discovery run {after claimed change implementation!} show results consistent 
with scope of change--AND NO OTHER CHANGES (assurance against inadvertent 
results).

I am a newcomer to ADDM as well; but, for the original question concerning a 
particular product--my  starting point is:

first, log into appliance website as admin user
then, on any page--type your product name--or other search term--in the 
'search' box, upper-right hand corner.
Procedure gets more fuzzy from there--however, I just performed this procedure 
searching for SQL instances in my realm.

Next step was to select 'Software Instance List'--first panel; resulting table 
on my site provides these columns, all exportable as a CSV:
Name [specific service name]  --Instance Count -- Product Version -- Host 
[where instance is located].

I might then export similar report of hosts--and do a join.  I know this 
somewhat hand-o-matic, and more elegant solution might be developed within the 
tool itself--but this should be a starting point when searching for select, 
specific information.

Other users are welcome to contact on- or off-list should further discussion be 
helpful.

Don W. McClure, P.E.
ITSS Call Tracking Administration
University of North Texas System
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Judy Dowell
Sent: Friday, March 30, 2012 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADDM

Thanks to all of you for responding.  We do have the entire suite of products; 
however, I am running ADDM alone at this time and will connect it soon to CMDB. 
 I will post in communities as suggested.
Have a great weekend!

Judy


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on 
behalf of arslist [arsl...@danielbloom.ca]
Sent: Friday, March 30, 2012 5:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADDM

+5 for Matt :-)

Sorry, I should have mentioned communities, It is where I went/go to post 
purely ADDM side questions or comments.
(had some lively discussions too, it was great).

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Matt Laurenceau
Sent: March 30, 2012 5:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: ADDM

+1 for Dan, Joe and David: ADDM and CMDB are part of the BMC Atrium Platform, 
platform is fully leveraged by BMC Remedy (and many other BMC brands).

I don't have the answer to your specific question, but can point you to good 
ADDM resources posted by Zoe and other ex-Tideway friends (and that may address 
this topic): on 
https://communities.bmc.com/communities/community/bmcdn/bmc_atrium_and_foundation_technologies,
 check the blog posts (several informative videos), and of course the 
Discovery (ADDM) sub-community.


As you might have seen in the past weeksmonths, RD is engaging more and more, 
posting public resources.
What main area would you like them to focus on?
- a specific product/capability: Dev Studio plugins, mid-tier, user directory 
sync, CMDB datamodeling, SLM, SRM, other?
- a specific tech topic: HA, DRP, upgrade, perf, troubleshooting, other?

Have a great week-end,

~ Matt Laurenceau
Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow 
me @Matt_L
Skype: matt.laurenceau


On 30 mars 2012, at 22:19, Joe Martin D'Souza jdso...@shyle.net wrote:

 I agree with David.. there are an increasing number of sites that now use 
 ADDM with CMDB and with both being owned by BMC after ADDM was bought over 
 from Tideway (just like RKM now which arguably a few years ago wasn t a part 
 of BMC Remedy suite..)..

 I am only partially exposed to ADDM so can't quite answer this question but 
 was watching this thread to absorb info coming out of it..

 Joe

 -Original Message- From: Shellman, David
 Sent: Friday, March 30, 2012 4:08 PM Newsgroups:
 public.remedy.arsystem.general
 To: arslist@ARSLIST.ORG
 Subject: Re: ADDM

 Peter,

 ADDM updates CMDB which is part of ITSM.  So one could argue that it would be 
 included in this forum.  I'm sure that there a few individuals that could 
 answer the question.

 Dave

 On Mar 30, 2012, at 4:03 PM, PCR Remedy pcr...@gmail.com wrote:

 wrong forum, this one is about Remedy, I suggest to go bmc communities.

 Peter

 On 3/30/12, SUBSCRIBE arslist Judy C. Dowell jdow...@wakehealth.edu wrote:
 Hi,  I'm totally new to ADDM and have been requested to run a report 
 to find instances of a product called pointsec.  I've been asked to provide:
 Computer Name/Make/Model/OS/IP Address/Path and the path the 
 software instance is found.
 I was given the following information about the product 

Re: ADDM

2012-04-02 Thread McClure, Don
Adding to Patrick's observations--with which I agree--a thorough screening of 
ADDM findings within the ADDM appliance itself before import into the CMDB will 
be critical in my environment.  The discussion as to 
which-item-affects-which-service is probably one of the more important results 
of the discovery situation!

After all--many of us have discovered--the most critical dependency in any 
situation is the one we do not recognize.

Don W. McClure, P.E.
ITSS Call Tracking Administration
University of North Texas System
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Monday, April 02, 2012 11:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ADDM

** Something to always remember.. while it is nice to put everything into the 
cmdb, (sometimes nice and slow as well) it is better to put only what is going 
to be consumed by users instead.

do not scan the whole car and every nut and bolt and put it into the cmdb, if 
you only have an an electrician using the service. Only put in the electrical 
parts for him so he can use the Service you are providing him. why have 
4million rows of bolt 12MM X 2 inches if your electrician is only guy looking 
at it.


On Mon, Apr 2, 2012 at 11:52 AM, McClure, Don 
don.mccl...@unt.edumailto:don.mccl...@unt.edu wrote:
We are *investigating* ADDM8.3 for addition to the ITSM suite here at Univ of 
North Texas.  In fact--a business point I have now heard from multiple 
sources--a *change notice* should not be considered implemented/complete until 
a discovery run {after claimed change implementation!} show results consistent 
with scope of change--AND NO OTHER CHANGES (assurance against inadvertent 
results).

I am a newcomer to ADDM as well; but, for the original question concerning a 
particular product--my  starting point is:

first, log into appliance website as admin user
then, on any page--type your product name--or other search term--in the 
'search' box, upper-right hand corner.
Procedure gets more fuzzy from there--however, I just performed this procedure 
searching for SQL instances in my realm.

Next step was to select 'Software Instance List'--first panel; resulting table 
on my site provides these columns, all exportable as a CSV:
Name [specific service name]  --Instance Count -- Product Version -- Host 
[where instance is located].

I might then export similar report of hosts--and do a join.  I know this 
somewhat hand-o-matic, and more elegant solution might be developed within the 
tool itself--but this should be a starting point when searching for select, 
specific information.

Other users are welcome to contact on- or off-list should further discussion be 
helpful.

Don W. McClure, P.E.
ITSS Call Tracking Administration
University of North Texas System
dwmac @ unt . edu

 On Mar 30, 2012, at 4:03 PM, PCR Remedy 
 pcr...@gmail.commailto:pcr...@gmail.com wrote:

 wrong forum, this one is about Remedy, I suggest to go bmc communities.

 Peter

 On 3/30/12, SUBSCRIBE arslist Judy C. Dowell 
 jdow...@wakehealth.edumailto:jdow...@wakehealth.edu wrote:
 Hi,  I'm totally new to ADDM and have been requested to run a report
 to find instances of a product called pointsec.  I've been asked to provide:
 Computer Name/Make/Model/OS/IP Address/Path and the path the
 software instance is found.
 I was given the following information about the product location for
 a file called *.rec:

 Windows XP:
 Documents and Settings\All Users\Application Data\Pointsec Documents
 and Settings\All Users\Application Data\Pointsec\Pointsec for PC

 Windows Vista/7:
 C:\Users\All Users\Pointsec for PC

 I am not a programmer and have no idea how to get this information
 into a report.  I can see the instances of pointsec under
 discovered service, but don't know how to get the needed information and 
 columns.  Can anyone help?
 Thanks.

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Re: ITSM 7.6.04p2 and incorrect Dialog size

2012-01-02 Thread McClure, Don
We have experienced this situation with 7.6.04 p1--have not successfully 
installed p2 (separate situation, being handled with BMC support by Chris 
Strauss, across the hall!).  I will supply more details after 'resuming' 
operations following the University's Winter Break.

Don W. McClure, P.E.
ITSS Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker
Sent: Wednesday, December 21, 2011 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

**
We've seen similar behavior, haven't had time to worry about it with all the 
other issues.  We're on ITSM 7.6.04 p1 / ARS p2

Windows 2008 Server
Tomcat
Oracle 11g
IE / Firefox

Nathan Aker
ITSM Solution Architect
McAfee, Inc.
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Terje Moglestue
Sent: Wednesday, December 21, 2011 11:09 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

**
All dialogs looks like this. See attached. Got more or less the same in all 
browser IE8, Firefox and Chrome. I have jet to find a dialog that opens 
correctly within ITSM 7.604p2.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of William Rentfrow [wrentf...@stratacominc.com]
Sent: 21 December 2011 17:03
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size
**
Has anyone else seen this problem in other environments - especially Linux?


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.commailto:wrentf...@stratacominc.com
Blog: www.williamrentfrow.comhttp://www.williamrentfrow.com
O 715-592-5185
C 715-410-8056



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Terje Moglestue
Sent: Wednesday, December 21, 2011 10:53 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size
**
DB Server: Windows 2008 RS SP1 64 bits, MS SQL 2008 64 bits
App Server: Windows 2008 RS SP1 64 bits, BMC ARS 7.604SP2, ITSM 7.604SP2.
Web Server: Windows 2008 RS SP1 64 bits, Tomcat 6.0.20, MT 7.604sp2

~
Terje

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of William Rentfrow [wrentf...@stratacominc.com]
Sent: 21 December 2011 16:23
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size
**
What platform(s) are you using for AR system, MT app server, and HTTP server?


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.commailto:wrentf...@stratacominc.com
Blog: www.williamrentfrow.comhttp://www.williamrentfrow.com
O 715-592-5185
C 715-410-8056



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Louise Van Hine
Sent: Wednesday, December 21, 2011 5:59 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size
** clearly, BMC does not. :(   Not good.

From: Terje Moglestue te...@mogle.commailto:te...@mogle.com
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wednesday, December 21, 2011 6:30 AM
Subject: ITSM 7.6.04p2 and incorrect Dialog size
**
Folks,

We are playing with a sandbox for ITSM 7.604p2 running on Windows 2008, SQL 
2008 and Tomcat.

I can see that most dialogs got a incorrect windows size. The end user can 
scroll horizontal and vertical at times just a few millimetre in other dialogs 
a bit more. Most of the time all fields and buttons are within the window. It 
just looks tacky - badly implemented. It can quickly be fixed by resize the 
windows size within Developer Studio. Who got time doing that for all the 
dialog?

BMC QA is normally better then this? Testing with different browsers makes 
hardly any difference. Can this be easily fixed?

~
Terje


No virus found in this message.
Checked by AVG - www.avg.comhttp://www.avg.com
Version: 2012.0.1890 / Virus Database: 2109/4693 - Release Date: 12/20/11
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No virus found in this message.
Checked by AVG - www.avg.comhttp://www.avg.com
Version: 2012.0.1890 / Virus Database: 2109/4694 - Release Date: 12/21/11
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Re: xMatters / AlarmPoint

2011-12-12 Thread McClure, Don
We purchased/installed  xMatters/Alarmpoint 4.1 and ITSM Helpdesk Integration 
2.2, with mixed results.

Current status:

Alarmpoint *notification node* [their term] is functioning as their marketing 
data claims, providing manually-triggered two-way traffic (notification by 
server, response by user).  Full details of this step alone are extensive, and 
I can continue this point off-line (will be lengthy!).  The commissioning 
process was non-trivial, and required steps beyond those claimed in their 
documentation.  This notification node is very hardware-specific, while other 
components which can initiate notification actions are more general (Windows, 
Linux, and others).  Notification-node response to integration agents has been 
more involved and less successful.

ITSM Integration has been partially successful, with significant data fields 
which *should* be handled by the notification node remaining un-populated even 
after their consultant visited us on-site.  Again, I can supply more details in 
a lengthy discourse, probably taken off-line.  xMatters' Change Management 
integration was also acquired by us, and not yet implemented.  We wanted to see 
full functionality from Help Desk before committing further effort.

Bottom line:  their consultant was here on-site in September, and accepted two 
action items which have not been completed as of today [12 Dec 2011].  One of 
those action items was a specific 'how-to' for tracing the data fields 
mentioned above.  Three followup contacts have not produced resolution on these 
items; the latest contact was a conference call with their account rep, tech 
rep, and a customer-service ombudsman.  One xMatters rep also told us that the 
integration mechanism is being completely redesigned.

The latest information I had from their account rep is that most customers 
should expect to purchase xMatters professional services for initial 
installation and commissioning--at additional cost beyond quoted purchase price 
to customer, of course.  Such initial effort is expected to take two to three 
weeks for notification node function and *one* application integration (such as 
BMC Help Desk).

My administration would probably not have approved expenditure for this system, 
in light of the 'consultancy' expectation.  Initial presentation of this system 
to us was as a customer-installable, commissionable environment--which has not 
been completely realized.  Any list reader is welcome to contact me directly 
for further details.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Palla
Sent: Monday, December 12, 2011 11:47 AM
To: arslist@ARSLIST.ORG
Subject: xMatters / AlarmPoint

**
Is anyone using BMCs xMatters or the old AlarmPoint in conjunction with Remedy?

Can you offer-up any perceptions, pros/cons, cautions?  How would you rate the 
product for value-added?

Thanks;
R



Ray Palla
Sr. IT/Remedy Consultant

[cid:image001.jpg@01CCB8C5.465167F0]

[cid:image002.jpg@01CCB8C5.465167F0]

Mobile: 512-917-1739
Time Zone: Central

Email: ray.pa...@insona.commailto:ray.pa...@insona.com
[cid:image003.gif@01CCB8C5.465167F0] Professional 
Profilehttp://www.linkedin.com/pub/1/544/598

INSONA Corporation
http://www.insona.com/1201 Berry Lane
http://maps.google.com/maps?q=10650+SW+Plaza+CT%2CBox%3A+J68%2CHouston%2CTX+77074%2CUSAhl=enGeorgetown,
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78626-3832 USA
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Re: Incident Owner Team

2011-10-26 Thread McClure, Don
Hi Frank.  That is the method we used on the combination of ARS/ITSM you are 
using (transition to 7.6.04 for both in occurred early August 2011).

I built Assignment critera which set Ownership to the default group for the 
Company/Organization/Department of requesting customer (heavily multi-tenancy, 
distributed support organizations).

The only difficulty we encountered:  these rules look like they should be 
sequence-oriented  with a specified sort order, but did not actually behave as 
such.  We had to explicitly make certain that any one potential support 
group-destination was met by one (and only one!) rule for ownership, then same 
uniqueness for assignment.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Wednesday, October 26, 2011 1:42 PM
To: arslist@ARSLIST.ORG
Subject: Incident Owner Team

**
ARS 7.1p7
ITSM 7.0.3p8

Want to configure Incident Management so that who ever enters a ticket their 
default support group becomes the Incident Owner. There is currently only one 
Assignment record for Incident Owner that sets all tickets to be owned by one 
group . we are not running under a service desk model. I disabled that 
Assignment configuration record and that appears to have provided the solution 
- it now uses the users default Support group.

Can anyone think of another way of acomplishing this or see a problem with the 
configuration change?

TIA

Frank

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Re: Overview Console error

2011-10-19 Thread McClure, Don
The equivalent step for Windows:

Open Windows Services.  Find service called 'arplugin.exe', and stop it via 
standard method.Caution:  any other functions relying on 'arplugin.exe' 
will stop as well, momentarily.

Main AR service should restart 'arplugin.exe', instantly.  I believe others 
have alluded to this methodology over last few weeks--we have had to use in on 
ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale.

Hope this helps!

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, October 19, 2011 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Re: Overview Console error

** It might be your arplugin is stuck,
ps -ef|grep -i arplugin
kill -9 PID
armonitor should start it right back up..

(my symptoms are (go to admin console - select server configuration) if it 
comes up blank or throws an error)

I have seen this.. I believe this was the fix.. Windows?  no clue..
Have a wonderful blessed day..
On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) 
ahmed...@emiratesnbd.commailto:ahmed...@emiratesnbd.com wrote:
**
Hi there,
Version 7.1
When I am clicking on Overview Console, I am getting the following error.
I am in great trouble, can anybody help me In this regard.

Thanks  Regards

Amanullah
IT Enterprise Applications
Group Applications
Emirates NBD, Al-Barsha Office Mezz floor
Dubai, UAE
Desk: +971 4 3726602
Mobile: +971 50 2182455



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any attachment to it in any manner and must delete the email and destroy any 
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Re: Overview Console error

2011-10-19 Thread McClure, Don
Robert--we have been caught on that trap as well.  We saw situations where 
advance hand-selection of a particular NIC was essential; but, this is BMC's 
selected hardware-identity-verification mode, so...

Jason--Arplugin may not be a textbook Windows service; however it does meet 
basic criteria for treatment as a service:
First, it is listed as a separate entity in the 'Services' Window accessed via 
Control Panel; and
second, it does respond to an independent 'stop' command.

Of course, we never actually restarted said task via that panel, as noted--just 
terminate it, and armonitor will restart it via the config files without 
further actions.  We consider described treatment very functional and have used 
it to restore numerous 'disconnection realms' within plugins--especially AREA.

Dr. Chris Strauss has posted on the latter point regularly in recent weeks.


Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, October 19, 2011 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overview Console error

** GULP !
On Wed, Oct 19, 2011 at 2:49 PM, Robert Heverley 
robert.hever...@gmail.commailto:robert.hever...@gmail.com wrote:
** We had the same issue and found out that it was because of the dual NIC 
environment.. We had to make sure that only one NIC was active when restarting 
the AR System. That being the NIC that the licensing is tied to..

On Wed, Oct 19, 2011 at 10:23 AM, Jason Miller 
jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote:
** Don,

Arplugin is not a Windows service, is it?  It is started by armonitor and is a 
process but not a service as I recall.  The steps we follow are to open Task 
Manager - click on the Processes tab - select arplugin.exe - click End 
Process.  Since it was started by armonitor.exe, armonitor will automatically 
restart the process.

This also is a helpful tip for the Reconciliation Engine when needed.

Jason


On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don 
don.mccl...@unt.edumailto:don.mccl...@unt.edu wrote:
**
The equivalent step for Windows:

Open Windows Services.  Find service called 'arplugin.exe', and stop it via 
standard method.Caution:  any other functions relying on 'arplugin.exe' 
will stop as well, momentarily.

Main AR service should restart 'arplugin.exe', instantly.  I believe others 
have alluded to this methodology over last few weeks--we have had to use in on 
ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale.

Hope this helps!

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: Wednesday, October 19, 2011 8:55 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Overview Console error

** It might be your arplugin is stuck,
ps -ef|grep -i arplugin
kill -9 PID
armonitor should start it right back up..

(my symptoms are (go to admin console - select server configuration) if it 
comes up blank or throws an error)

I have seen this.. I believe this was the fix.. Windows?  no clue..
Have a wonderful blessed day..
On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) 
ahmed...@emiratesnbd.commailto:ahmed...@emiratesnbd.com wrote:
**
Hi there,
Version 7.1
When I am clicking on Overview Console, I am getting the following error.
I am in great trouble, can anybody help me In this regard.

Thanks  Regards

Amanullah
IT Enterprise Applications
Group Applications
Emirates NBD, Al-Barsha Office Mezz floor
Dubai, UAE
Desk: +971 4 3726602tel:%2B971%204%203726602
Mobile: +971 50 2182455tel:%2B971%2050%202182455



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solely for the addressee(s) and may contain privileged information. If you are 
not the addressee or you have received this email message in error, please 
notify the sender who will remove your details from its database. You are not 
authorized to read, copy, disseminate, distribute or use this e-mail message or 
any attachment to it in any manner and must delete the email and destroy any 
hard copies of it. This e-mail message does not contain financial instructions 
or commitments of any kind. Any views expressed in this message are those of 
the individual sender and do not necessarily reflect the views of Emirates NBD 
PJSC, or any other related subsidiaries, entities or persons.
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Re: Overview Console error 9( with forty lashes)

2011-10-19 Thread McClure, Don
I accept forty lashes with an invalid field ID.

For Windows users--Jason Miller is correct--'arplugin.exe' is a separate 
executable found via the Task Manager.  Terminating this process, performs the 
'refresh' of connections discussed so far.

I am looking at out development system, and do not see it in the Service panel. 
 My apologies for misleading anyone.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, October 19, 2011 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Overview Console error

** Don,

Arplugin is not a Windows service, is it?  It is started by armonitor and is a 
process but not a service as I recall.  The steps we follow are to open Task 
Manager - click on the Processes tab - select arplugin.exe - click End 
Process.  Since it was started by armonitor.exe, armonitor will automatically 
restart the process.

This also is a helpful tip for the Reconciliation Engine when needed.

Jason

On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don 
don.mccl...@unt.edumailto:don.mccl...@unt.edu wrote:
**
The equivalent step for Windows:

Open Windows Services.  Find service called 'arplugin.exe', and stop it via 
standard method.Caution:  any other functions relying on 'arplugin.exe' 
will stop as well, momentarily.

Main AR service should restart 'arplugin.exe', instantly.  I believe others 
have alluded to this methodology over last few weeks--we have had to use in on 
ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale.

Hope this helps!

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: Wednesday, October 19, 2011 8:55 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Overview Console error

** It might be your arplugin is stuck,
ps -ef|grep -i arplugin
kill -9 PID
armonitor should start it right back up..

(my symptoms are (go to admin console - select server configuration) if it 
comes up blank or throws an error)

I have seen this.. I believe this was the fix.. Windows?  no clue..
Have a wonderful blessed day..
On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) 
ahmed...@emiratesnbd.commailto:ahmed...@emiratesnbd.com wrote:
**
Hi there,
Version 7.1
When I am clicking on Overview Console, I am getting the following error.
I am in great trouble, can anybody help me In this regard.

Thanks  Regards

Amanullah
IT Enterprise Applications
Group Applications
Emirates NBD, Al-Barsha Office Mezz floor
Dubai, UAE
Desk: +971 4 3726602tel:%2B971%204%203726602
Mobile: +971 50 2182455tel:%2B971%2050%202182455



DISCLAIMER:This e-mail message including any of its attachments is intended 
solely for the addressee(s) and may contain privileged information. If you are 
not the addressee or you have received this email message in error, please 
notify the sender who will remove your details from its database. You are not 
authorized to read, copy, disseminate, distribute or use this e-mail message or 
any attachment to it in any manner and must delete the email and destroy any 
hard copies of it. This e-mail message does not contain financial instructions 
or commitments of any kind. Any views expressed in this message are those of 
the individual sender and do not necessarily reflect the views of Emirates NBD 
PJSC, or any other related subsidiaries, entities or persons.
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Re: BMC Remedy Data Import Tool not launching

2011-08-19 Thread McClure, Don
Hi Sam.  

When we use the dataimport tool, I open a command window on the desktop first.  
Then, manually change to the appropriate directory, then run the 
'dataimport.bat' command as a command-line.  

Then, since the window is user-opened, it stays open until the user closes it 
(either with the 'x', or by typing 'exit' at command prompt).

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Cerrato
Sent: Friday, August 19, 2011 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy Data Import Tool not launching

When I click on the dataimport.bat file, the command window pops up on the 
screen for about 2 seconds and then disappears. I can't move fast enough to get 
a screenshot of anything pertinent. 

Any way I can get that command window to stay open? (it's basically giving the 
same behavior as if I were trying to open the Data Tool where the splash page 
pops up for 2 seconds and then goes away).

Sam

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Re: BMC Remedy Data Import Tool not launching

2011-08-19 Thread McClure, Don
Sam,
Now you have the information necessary to populate that command-line, with 
parameters specific to your needs.  

Most folks on this list know much more about usage of this tool than I do--but 
we all admit that determining and populating that parameter set is another 
significant effort.

All the best,

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sam Cerrato
Sent: Friday, August 19, 2011 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Remedy Data Import Tool not launching

Thanks Don and Jonas...here's the dataimport.bat file:


C:\Program Files\BMC Software\ARSystem\dataimporttoolDataImport.bat
Command Line Options:
-u user  : Required login parameter that identifies the user accou
nt.
-p password  : Optional login parameter that identifies the password.
Omit the option if the user account has no password.
-x servername: Login parameter that specifies the server to log in to.
 This option overrides the server specified in the mapping. If this option is 
no t specified, the server name in the mapping is used.
-w authenticator : Name of an external authentication string or Windows 
NT  domain. This is related to the Login window Authentication field, which is 
disc ussed in the Configuring guide.
-r programnumber : RPC program number. Private server, for example, if a 
d edicated import server is available. If not specified, the default is the 
admin server 390600.
-a tcpport   : TCP port number. Port number for the server. This value
 is especially important in a multiple server environment. The option also 
ident ifies a TCP specific port, if chosen.
-l logfile   : Full path name of the log file. Use this option to log
details of the import execution.
-e fieldids  : Duplicate fields. IDs of the fields to check for duplic
ate data. For example, for the Short Description field, you would enter the 
valu e 8. By default, the Request ID field (field ID 1) is used when -e 
parameter is omitted. Multiple values can be specified by separatng them with 
commas (2,4,8)
-n option: Suppress filters. When the system is merging entries on
 forms, this command instructs arimportcmd to suppress the merge filters.
-t option: Multiple match option. Use when more than one entry mat
ches. Enter a value of 3 to affect the first match, and a value of 5 to affect 
a ll matches.
-o filename  : Data file name. Name of the file containing data to imp
ort. If specified, this option overrides the data file specified in the mapping.
 If not specified, the data file specified in the mapping is used.
-o directory : To use multithreaded data import tool use this option w
ith directory name. All the files under this directory will be imported. All 
thi s data will be imported in the schema provided in the command. If mapping 
file i s provided and data dir contains different types of files like 
.arx,.csv,.xml an d .asc then this mapping file should be same for all these 
files.
-f formnames : Destination form name. Name of the form to import into.
 If specified, this option overrides the form specified in the mapping. If not 
s pecified, the form specified in the mapping is used.
-v option: Forces override. If the user has logged in from a diffe
rent IP address, this option tells the server to use the new IP address of the 
B MC Remedy Import client and invalidates the old IP address.
-i option: Suppress default values. If specified this option is sp
ecified import will ignore the default values of fields if the value in the 
data  file is null or not supplied.
-M mappingfile   : Full path name of mapping file. Required fully qualifie
d path name of the mapping file to use.
-D option: Duplicate ID. Defines how to process records that conta
in request IDs, which duplicate those already in the form. With this option, 
you  must include one of the following numbers:
0 : Generate new ID for all records
1 : Reject duplicate records
2 : Generate new ID for duplicate records
3 : Replace old record with new record
4 : Update old record with new records data (the def
ault)
-q option: Suppresses the required field property for non core fie
lds.
-c option: Truncates character values longer than the field length
 for character fields.
-h option: Suppresses pattern matching for fields. If supplied the
 $PATTERN$ field limit is ignored
-charset name: Specifies the character set used in the data file. The
character set name must be supplied as listed in the IANA Charset Registry
-b option: Sets the transaction size to use.

Re: (RESOLVED) Re: RKM 7.6.04sp1 russian

2011-06-29 Thread McClure, Don
We observe similar results--with Google Chrome both on Win7 and Mac OS X 
10.6.8.  Boxes with borders are defined, no content to the individual result 
boxes.
Results display works correctly in IE  and FireFox  4.0.1.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dmitry Baryshnikov
Sent: Wednesday, June 29, 2011 6:45 AM
To: arslist@ARSLIST.ORG
Subject: (RESOLVED) Re: RKM 7.6.04sp1 russian

** Ok, the problem was with the browser. Turned out that Google Chrome doesn't 
show the search results. IE works fine.

Thank you!

Regards,
Dmitry Baryshnikov
On Wed, Jun 29, 2011 at 2:56 PM, irina solarcuka 
irinase...@gmail.commailto:irinase...@gmail.com wrote:
**
Hi,
I mean that Remedy has two different types of field - Result List and Table. 
Which one is used in Dmitry's case?

BR,
Irina
2011/6/29 Prasanth Prabhakaran 
prasanth.prabhaka...@wipro.commailto:prasanth.prabhaka...@wipro.com
**
Hi ,

  The result will be shown as list. Please try search using any browser.

Thanks  Regards
Prasanth.P
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of irina 
solarcuka
Sent: Wednesday, June 29, 2011 4:01 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: RKM 7.6.04sp1 russian

**
Hi Dmitry,

I don't know anything about ITSM Suite but I've got the question: what way the 
data has to be shown - as a result list or as a table?

BR,
Irina
2011/6/29 Dmitry Baryshnikov 
dmitry.baryshni...@gmail.commailto:dmitry.baryshni...@gmail.com
Hi all!

I've got the fresh install of ITSM Suite 7.6.04sp1, loaded some sample data and 
have an issue with RKM: when trying to search the knowledge, I have the results 
found (e.g. Search Results: 1 - 4 of 4 for example) but the results are in 
white, no text can be seen. The knowledge sources are configured for public 
visibility. FTS shows the results perfectly. What could be the reason? Locale? 
Visibility groups? Please help!

We're on Win2008/MSSQLExpress2008 (single-byte Win1251).

Regards,
Dmitry Baryshnikov

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Re: People belonging to Multiple Companies - Data Management Tool Spreadsheet ( People)

2011-03-01 Thread McClure, Don
Raj,

We need to further define the requirement 'belongs to ...'.  I presume this is 
for ARS 7.0/1,
possibly with ITSM 7.0/1 (since the Data Management Tool is involved):
- a person can have only ONE People record for a specific login ID.  A person 
may have 
more than one such ID. Any attempt to create a second People record for a given 
login
will fail, and the Data Management Tool Validation scheme does check for this 
situation.
This specific People record is the one access upon login by the user, with that 
particular
loginID.

- a specific user is allowed access to multiple companies for that People 
record, and
may hold membership in any support groups within those companies

- however--a specific People record can only hold ONE 
Company/Organization/Department triad.

This structure highlights the difference between:
Company/Organization/Department, for administrative placement (only ONE 
allowed); and
Company/Support Organization/Support Group, for Incident assignment (any 
combination possible).

These characteristics are valid whether information is entered via Data 
Management Tool or not.
I hope this helps explain operation of the People structure.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Tuesday, March 01, 2011 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: People belonging to Multiple Companies - Data Management Tool 
Spreadsheet ( People)

What if we have a situation, where a person belongs to two companies?
How do we handle that?

On Mar 1, 12:14 pm, Roger Justice rjust2...@aol.com wrote:
 A person can only belong to one company.







 -Original Message-
 From: Raj ravi6...@gmail.com
 To: arslist arsl...@arslist.org
 Sent: Tue, Mar 1, 2011 3:11 pm
 Subject: People belonging to Multiple Companies - Data Management Tool 
 Spreadsheet ( People)

 Hi All,
  am working on Data Management Tool to load People data.
 n the People Spreadsheet, If a Person for example : John Belongs to
 peration Company - A and also belongs to Customer Company - B, then
 n the People Spreadsheet, Would I have two rows for the same Person -
 ohn , Row 1 would mention Company as A and row 2 mentions company as
  or I would just have One row for person - John but in the company
 olumn , I would mention two company names i.e., A; B. Not sure If
 his would work?
  am thinking, there should be two rows.
 lease let me know what you guys think?
 hanks,
 aj
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Re: Strange Error (ARERR 326) on registration ticket.

2011-02-23 Thread McClure, Don
Peter and others,

I have encountered this situation with support staff in our installation 
(ARS7.1/ITSM7.1), thankfully only intermittently.  And, last occurrence was a 
few months back (wow, I could be talking entirely too soon!).

Basically, the user has effectively lost General Access, regardless of entries 
in their CTM:People , User, or People Permission Groups records.  I cannot 
confirm the exact mechanism of this failure, though cache misbehavior certainly 
fits the symptoms--but the following actions are recommended, in this order 
(least effort first):

(least effort) Revise the license type.  Where a fixed-license user displays 
this behavior, I do the following:
   * revert to floating license (ARS and ALL applications), in CTM:People
   * SAVE the record after this modification and wait approximately 15 minutes
   * restore FIXED licenses for ARS/apps as previous state, and save again
   * have user log completely out of system (not just close browser) , and have 
a MidTier user completely flush browser.
Of course, if user holds floating license, I force to 'fixed', then revert to 
'float'; the vast majority of situations we have encountered were for floating 
licenses, and function restored by this step.

If 'least effort' fails:
(more effort)  Resequence group permissions in the User form, making certain to 
save this record just BEFORE modifying General Access, and again AFTER 
re-adding or re-sequencing GA. Again, results may take 15-30 minutes to be 
visible to user--and MidTier user should do a browser cleanse.

If 'more effort' fails:
(more drastic)  Record all pertinent accesses, permissions, support-groups and 
roles, and so on.  
  * then change account to Non-Support, and SAVE the change.
  * change account back to Support Staff, using recorded notes.  I have never 
seen a further induced failure from 
re-using their previous account ID.

If 'more drastic' fails, last resort:
(most drastic)  Record all information as above.
  * change account to Non Support.
  * Mark account for deletion, and actually delete record.
  * re-create account by your normal procedures using recorded notes.

I have had to use this escalated procedure twice in three years; in both 
situations, the lesser three methods failed to restore General Access.

Situation should not happen this way--but we have seen it roughly 20 times in 
three years.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danny Kellett
Sent: Wednesday, February 23, 2011 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Strange Error (ARERR 326) on registration ticket.

Hi,

The only thing left to do is look at the log and see if the fields being pushed 
are NULL or if there is data there, then you know its a permissions issue.

Just as a note, General Access is not one that can be found in the drop down so 
do double check it is there.

Good luck
Kind regards
Danny

Single Sign On (SSO) for BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: 23 February 2011 17:25
To: arslist@ARSLIST.ORG
Subject: R: Re: Strange Error (ARERR 326) on registration ticket.

Hi,
I'm sorry but the user has the correct permissions (I checked CTM: People 
Permission Group). this is really to funny! Do you have any good ideas? Thanks 
again ...
Peter

Messaggio originale
Da: dkell...@javasystemsolutions.com
Data: 23-feb-2011 17.27
A: arslist@ARSLIST.ORG
Ogg: Re: Strange Error  (ARERR 326) on registration ticket.

Hi,

I have had something like this before. Look in CTM:People Permission Group (I 
think) for the login name and see that the user has General Access as one of 
its application permissions.

Kind regards
Danny

Single Sign On (SSO) for BMC Remedy AR System and ITSM
http://www.javasystemsolutions.com/jss/ssoplugin

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
Sent: 23 February 2011 16:20
To: arslist@ARSLIST.ORG
Subject: Strange Error (ARERR 326) on registration ticket.

Hello everyone,
I try to register a ticket on service desk 7.1 got the following message:

Unable to reset a required field to a NULL value:
HPD: Help Desk Assignment Log: Assigned Group (ARERR 326)
Unable to reset a required field to a NULL value:
HPD: Help Desk Assignment Log: Assigned Group ID (ARERR 326)
Unable to reset a required field to a NULL value:
HPD: Help Desk Assignment Log: Assigned Support Organization (ARERR 326)
Unable to reset a required field to a NULL value:
HPD: Help Desk Assignment Log: Assigned Support Company (ARERR 326)

What happens? I tried everything but nothing to do, it's a fix license user 
(such as 

Re: RRRchive for upgrade

2011-01-07 Thread McClure, Don
Anne,

A number of the forms related to Company, Region, People, Location and others 
should probably NOT be copied as SYNCTOTARGET . This mode removes 7.6.X-related 
info which should probably not be molested (would tend to contaminate GUID 
assocations which gets very messy).  Any form containing target records which 
should be maintained is a strong candidate for export/import rather than 
rrrchive--we have not yet found another method of maintaining subject GUIDs, 
and usage trials with re-written GUIDS did not work well at all.  Of course, 
this is an ITSM implementation; a basic ARS with custom workflow may be a 
different matter.

Also--we have utilized rrrchive extensively, but when 'multipleforms' is 
specified as a parameter, it is with an explicit form list. We have not yet 
extended trust to these API-calls being able to properly handle the form list 
with search, grab-next-match, copy, repeat--the single-pass wildcard for 
multiple forms failed on its first usage in our environment.  We found usage 
much more expedient to generate our current implementation:  this instance 
contains one form-specific configuration file per record-set to be copied, then 
hand-assembled into batch files which copy records in a sequence which Chris 
Strauss and I analyzed carefully before automating this process.  Another 
parameter we set is 'onlyfields = COMMON' to avoid trying to write data to 
nonexistent fields (or attempt to copy data from improper sources).

I hope this information helps-YMMV.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Ramey, Anne
Sent: Friday, January 07, 2011 4:09 PM
To: arslist@ARSLIST.ORG
Subject: RRRchive for upgrade

**
I'm doing a three step install/upgrade process:
Export/import the DB to new machines
Upgrade Remedy on new machines
Put New machines into production
If I'm going to push data from an old system to a new system using RRRchive to 
capture the difference between the export and the go-live, I really need the 
data from all regular forms.  I even want to capture all new users and groups, 
etc.  It looks like a
multipleforms = *
splitsearch = YES
transfertype = SYNCTOTARGET
Will do this.  Has anyone done this successfully?  It makes me a little nervous

Anne Ramey
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Re: ARS 7.6.03 Licensing on Windows Server 2008 R2

2010-12-15 Thread McClure, Don
Hi Lisa and others.  I found the following item in the Microsoft knowledgebase 
(furnished by Dell technical assistance):

http://support.microsoft.com/kb/823206

Microsoft changed the way devices are referenced AT OPERATING SYSTEM 
INSTALLATION--affects both OS upgrade and OS fresh install.
Seems devices (such as NICs) are added to 'inventory' in the sequence they 
respond--which can be one gate responding, literally,
one memory cycle ahead of the other.  First Response will be labelled as NIC 
#1, whether that is hardware #1 with lowest MAC address or not.

Note:  SOME UNNAMED hardware manufacturers complicate the situation somewhat as 
NICs are installed as two NICs per UART chip (sorry, that is universal 
asynchronous receive-transmit--too many years in engineering), and are only 
controllable at the CHIP level, not by individual NIC (for BIOS purposes).  So 
one cannot disable all but one NIC at OS install time--then re-enable others 
later--to guarantee a particular MAC address for the platform.  One could do 
the one-NIC-only enable wherever the BIOS allows that granularity of 
control--initial installation with one NIC only, then enable/add the others 
later.  Therefore, the random-MAC address game is in play!

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Kemes, Lisa
Sent: Monday, December 13, 2010 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.03 Licensing on Windows Server 2008 R2

So this only happens with an UPGRADE from 2003 to 2008 correct?  We are 
installing on a fresh server with 2008(Windows)

Lisa
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, December 13, 2010 5:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.03 Licensing on Windows Server 2008 R2

I started out testing 7.5 on 2008 R2 and there just seemed to be too many 
random permissions issues with the ARS and applications installers.  I don't 
think they were designed to run on 2008 and they worked better on 2003.  The 
7.5 licensing problem, however, was completely different and fixable as I 
recall. The support tech working my issue now is the same one I reported the 
problem with 7.5 to, something like a year ago.  Anyway, I reverted the servers 
to 2003 and had far less problems, and then upgraded ARS/ITSM when 7.6.03 came 
out but remained on 2003 (always Enterprise x64 - some were R2 in my server 
group tests).

Since the 7.6.03 Stack Installer came out exclusively for 2008 R2, I _assumed_ 
that 7.6.03 had been developed and tested on 2008 R2, not 2003, and that it 
would be safe to move the servers to 2008 R2 (the SQL Server has remained on 
2008 throughout all of this).  Either I was mistaken, or the problem I am 
seeing is unique to Dell hardware (all previous and current production is on HP 
servers) and only under 2008 R2, not 2003.  I figure that there will be a lot 
of finger pointing (Dell versus Microsoft versus BMC) as to who the real 
culprit is here, so 'since ARS 7.6.03 does not properly support 2008 R2' may be 
too broad a statement; you may have no problem at all on different hardware, 
especially if Windows has identified the NICs in the same order as the BIOS.  I 
do have one 2008 R2 server where that did happen, and the snmp.exe utility used 
by ARS 7.6.03 appears to select the correct NIC, but of course that was the box 
I had spec'd out for mid-tier, not one of the ARS servers... they are both 
wrong.

Again, you may be fine, but this looks like a mouse trap where you could 
install and license 7.6.03 on a 2003 server, and if you upgraded the server OS 
later to 2008 R2 (something I NEVER do - I build them fresh every time) the 
license could conceivably stop working without any other factor changing.  That 
is basically what has happened to me, although the ARS is a new install of 
exactly the same distribution on the same machine, with ONLY the OS changing.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Monday, December 13, 2010 4:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.03 Licensing on Windows Server 2008 R2

Christopher,
I'm going to take a small piece of what you just said and ask you to elaborate 
on it

'since ARS 7.6.03 does not properly support 2008 R2'

What's not supported?...and should I avoid going to 2008 R2 on 7.5 as well?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Monday, December 13, 2010 2:50 PM
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.03 Licensing on Windows Server 2008 R2


Re: RRR|Chive and AR Archiving

2010-08-13 Thread McClure, Don
Hi Viswa.

One of the copy steps for us was moving ca 35K records from HPD: Help Desk 
(ITSM7)  in approx 24 minutes (RRRchive, sync-to-target to populate new system 
with data from production clone).

This particular run was executed on Windows desktop; later usages are run from 
target server.

Environment:

ARS 7.1/ITSM7.0, on Win2003
DB:  MSSQL 2005 on Win 2003 (separate platform, not shared with other DB users)

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of viswa kumar
Sent: Friday, August 13, 2010 11:32 AM
To: arslist@ARSLIST.ORG
Subject: RRR|Chive and AR Archiving

**
Hi,

I wanted to Archive about 2000k Records from the ServiceRequest form (Custom 
Ticketing form with 473 fields) that are created since year 2000.

When i tried with AR Archive functionality (Form Properties\Archive tab) it 
took about 3.5 Hrs for 30k records (around 110 Records\Min).
If that is the Case i would need 570+ hrs to complete this Archive Process.

If any of you have used RRR|Chive Already, Can i get some of this questions 
answered please:

I think RRR|Chive tool could do this Archiving faster then AR Archive, is it 
true?
Like to check with any of you used RRR|Chive for Archiving thousands of 
records; Any Specific gotchas to note for ?
What would be the rough expected Archive time for thousand Records(1k) in 
RRR|Chive for the form with 500 Fields?
Is it good to run the RRR|Tool in the ARS Server ? or the Client side like ARS 
User?

Any information about RRR|Chive tool will also helpful.

Also, Is there any Tuning like (Tread size) can improve the AR Archive 
Performance?

I am trying to find a relatively easy way and get a rough Estimate for 
Archiving 2000k records.

THANKS in advance,

Platform: ARS 7.0.01 P010
OS : HP-UX
DB : Oracle 10.2 64bit

Thanks,
Viswa.





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Re: User Tool On Win 7 64 Bit

2010-06-23 Thread McClure, Don
Hi Brian and Joe.

I am using WUT 7.5/patch 5 and 7.1/patch 7 on my Win7 Ultimate, 64-bit (Dell 
Precision T7500).  As I remember--the 7.5 installed without issue; the 7.1 
required installing in XP/SP2 mode (basic installer would not recognize 
available disk space for installation).

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Wednesday, June 23, 2010 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: User Tool On Win 7 64 Bit

**
Try 7.5. I had it installed on windows 7 home premium edition with no 
problems.. I have not tried earlier versions on windows 7.

Joe
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of Sokol, Brian
Sent: Wednesday, June 23, 2010 1:41 PM
To: arslist@ARSLIST.ORG
Subject: User Tool On Win 7 64 Bit
**

Will the Remedy User app work on Windows 7 64 Bit? If so what version(s)? I 
tried an unpatched 7.1 and it would not install.

Thanks

Brian Sokol
Manager, Desktop Services
Scholastic Inc.
557 Broadway
NY, NY 10012
(212) 343-6494
http://www.Scholastic.comhttp://www.scholastic.com/
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Re: Interview Questions - Please help

2010-06-17 Thread McClure, Don
If LJ will allow me...

My wife used to work in HR circles for hiring of technical personnel.  She 
tells me the following 
concerning employment law here in the United States:
- it is actually not illegal to ask questions about age, race, gender, marital 
status, etc;
- but it IS ILLEGAL TO ACTUALL USE SUCH INFORMATION during the hiring decision 
(unless
hiring authority can prove such answers are related to the job!).

Trouble is:  once a person has obtained ANY information, how do you prove that 
information was NOT used?
Therefore, most HR departments enforce a policy:  DO NOT ASK!!!

And, such a 'know/did-not-know' criteria can be applied to technology questions 
as well, making 
a really meaningful (and fully legal!) screening of an employee for a 
technology post quite challenging,
especially here in the US.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ LongWing
Sent: Thursday, June 17, 2010 2:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview Questions - Please help

Speaking of whichagreed, in the US it's illegal to ask questions such as
marital status, gender, race, age, etcI have been looking at a fair
amount of Indian resumes recently and was VERY surprised to practically find
a family history includedage, birth date including year, spouse name,
fathers name, etcsurprised the heck out of me.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Sundberg
Sent: Thursday, June 17, 2010 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview Questions - Please help

True - but I believe it is illegal to ask if somebody is married.

Some questions are dual purpose ;)


-John



On Jun 17, 2010, at 1:55 PM, LJ LongWing wrote:

Jonany husband automatically does the first one...

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of John Sundberg
Sent: Thursday, June 17, 2010 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Interview Questions - Please help

You forgot:

How do you apologize for something you did not do?

How do you fix something that is not broke - and please estimate time it
should take within 15 minutes accuracy.

Do you get along with others?

Do you show up on time?

If you work on a problem for 12 hours - and it should have been 1 hour --
how much time do you bill?

etc...


Not all questions should be technical in nature.


And the above are probably harder than the below.




-John



On Jun 16, 2010, at 4:29 AM, Ram Rudra wrote:

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 

ARS 7.5/ITSM 7.6 And AlarmPoint 4.X

2010-06-08 Thread McClure, Don
Have any of you fellow warriors integrated AlarmPoint 4.0 (or higher) with ARS 
7.5/ITSM7.6?  I am experiencing one particular syndrome which leads me to 
suspect all is not fully functional in the provisioned API (failure to retrieve 
one record, even after a correct pointer to that record is furnished).

Off-line contact for further details is great--I realize this is probably of 
interest to a small subset of the ARSlist.

Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu


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Re: ars 7.5 client / admintool - devstudio - Installation issues

2010-03-05 Thread McClure, Don
Hi Patrick, one more data point for you:
Dell Precision T7500 workstation, 64-bit Win7, latest 1.6 JRE:  Developer 
Studio 7.5 patch 3 installed without difficulty.  Again, like Chris Strauss, I 
have only explored ITSM workflow for current implications--but no issues so far.

Don W. McClure, P.E.
Applications Administrator,CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of patrick zandi
Sent: Thursday, March 04, 2010 3:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: ars 7.5 client / admintool - devstudio - Installation issues

**
NOT to get back to the issue, this is a laptop (not virtual) and a desktop (not 
virtual)
a Dell latitued d630 and a dell optiplex 755
On Thu, Mar 4, 2010 at 2:16 PM, patrick zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:
Are you saying this only runs on a 32bit Architecture? Do they even sell those 
anymore?

if you are saying 64bit OS, which I think what you are saying..
then no is definately the answer.

So it is something else.
On Thu, Mar 4, 2010 at 1:35 PM, Lyle Taylor 
tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote:
**
The installer is just a basic Java app, so I wouldn't expect hardening to be an 
issue (I suppose it may depend on what was done to harden it, though).  Is it a 
32 or 64-bit machine?  If it's 64-bit, that could be a problem.  Otherwise, 
what version of the Java JVM are you using?  You should ensure that it is at 
least a later version of 1.5 or 1.6.

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: Thursday, March 04, 2010 11:24 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ars 7.5 client / admintool - devstudio - Installation issues

**
I have tested Patch 03 and patch 04 -- same issues exactly.
OS XP desktop
Does it use some special COM+ functionality or something that is normally 
blocked, in a hardended enviorment.
On Thu, Mar 4, 2010 at 12:42 PM, Lyle Taylor 
tayl...@ldschurch.orgmailto:tayl...@ldschurch.org wrote:
**
Which patch level are you installing, and what OS are you installing it onto?

Lyle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: Thursday, March 04, 2010 8:37 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: ars 7.5 client / admintool - devstudio - Installation issues

**
Hello,
I would like to know if anyone is having installation issues specifically 
toward the admintool for 7.6.
We have seen zero bites availible issues, and other issues with running through 
the complete installation questions, then it starts to install and at about the 
1.5% (1.2 bars) it hangs and does nothing. No errors in the OS side, Nothing 
Obvious at all. I know I am dealing with a more hardend box than most, because 
is seems to work on a home PC fine. Just wondering if anyone else out there has 
this and has some methods of work around. We contacted support and got the list 
of standard questions from a playbook, but they have no clue. I will continue 
on my own, but just asking for the sake of saving some time.

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ITSM7.5 Data Management Tool--Specifically, Load Wizard

2010-01-28 Thread McClure, Don
I encountered the following situations utilizing the ITSM7.5 Data Management 
Utility.  For those who have not yet encountered this 'wonderful' inventory 
item:

First, installation:  initial Windows 7 installation with default locations 
resulted in structure being under c:\Program Files(x86) on this Win7/x64 
platform.  Unfortunately, said structure is read-only, and did not  respond to 
administrative change to write-eligible.  Installation into c:\Users to access 
user space still encountered issues with writing CVS files from Excel macros, 
as Windows 7 security is very finicky concerning allowing macros to execute at 
all, let alone write files.  Environment was re-installed on an XP machine, 
where these characteristics are no longer a hindrance.

Second, filenames:  this installer named the Macro files under the various 
sub-versions as: (workbook)CSV without a three-letter extension.  System will 
not recognize them as Excel files at all without renaming them to :  
(workbook)CSV.xls  (and, yes, the *CSV capitalized is hard-coded into batch 
files to find them for execution).

Third, location sensitivity:  please remember that the installation directory 
is hard-coded into worksheets by the installer at install time, so moving this 
structure (or copying from one platform to another...) requires significant 
attention and name-modification.

Fourth,  running the data import from User 7.5 :  The 'convert CSV' and 'import 
CSV' functions each call a popup which prompts user to search for: location of 
DataImport.exe, location of Excel.exe, and installation directory for the 
overall data management structure.  Yes, these will be searched the first time, 
as defaults noted by the Windows client are probably incorrect.  CAUTION:  
these two popups expect DIRECTORIES--but the actual Windows search which is 
invoked will not allow a person to stop on a directory, requiring a standard 
file.  Therefore, the easiest way was to selected a file WITHIN each desired  
directory.  Then the user simply erases the filename (ONLY!) from its data 
window, leaving the first-level parent directory which is what the two 
functions require  for their respective windows!

Oh yes--this Data Management tool must be executed from the User Tool.  Seems 
like a really appropriate place for the BMC development team to implement 
MidTier capability, right?  After all, the statement of direction is that the 
Windows Client is headed for oblivion.

I am interested in other user experiences on this item--either directly or to 
the list!


Don W. McClure, P.E.
Applications Administrator,CITC Call Tracking Administration
University of North Texas
dwmac @ unt . edu


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Re: Assigned license issue

2009-10-27 Thread McClure, Don
Hi Bruce.

I am amplifying on Chris Strauss' remarks (his office is across the hall  from 
mine!).  The subject random functional failure occurs in our situation just 
often enough to be very irritating to both support-staffers and the admins 
trying to fix it.

My corrective action has usually taken one of two forms:  first-rebuild the 
permissions list as noted.  Second-assign user a fixed license, save CTM:People,
then revert the license back to Floating(of course, this does not work if user 
has fixed license initially-but I have *never* seen this issue occur with a 
fixed-license account!!).

The subject failure has been infrequent enough to elude definitive analysis-but 
frequent enough to raise users' ire.  I would be surprised to see this malady 
completely disappear in ARS/ITSM7.6or 8.0.

HTH...

Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Wednesday, October 21, 2009 10:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assigned license issue

**
We have seen this many, many times in the last year and a half with ITSM 
7.0.02/03 on ARS 7.1, and the cure always seems to be what you had to do.  We 
see it mostly with support staff (who are not using LDAP authentication), but 
we have actually had a few on customer accounts that lose their company access 
(and those are all LDAP authenticated).  It has something to do with the 
combination of data in the CTM:People + User + CTM:People Permission Groups 
forms and how it is cached (or not).  Usually all of the group memberships look 
just fine in all of the forms, and in even the user_cache, but they are not 
taking effect when the user logs in.  It is an annoying defect.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce
Sent: Wednesday, October 21, 2009 2:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assigned license issue

**
Thanks for the replies. I've had similar problems as everyone described with 
guest and upper case before, but that's not the case in this example.  No LDAP 
or Orcale here, we're exclusively  Windows in our Remedy environment.
Last time I had this issue I ended up deleting the user and recreating the 
account, I was just trying to prevent from going that route again.

*Fix*
I ended up deleting all the group and license information in both the People 
and User form for the user.  Once that was done, I set the account back up and 
had the user test.  He was immediately able to login with a floating license, 
much faster than recreating his entire account.  Thanks for the suggestion Sean.

-Bruce

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Begosh, Kevin
Sent: Wednesday, October 21, 2009 1:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Assigned license issue

**
I have had this as well where the user says they are logged in as username 
but when you check the logged in users under license review they were logged in 
as Username and we allow guest users so it was assigned them to a read 
licenses as a quest.

Kevin Begosh, RSP
Remedy Development
ACE-IT
ISGS Defense
301-791-3540 Phone
240-291-2467 Cell
kevin.beg...@lmco.com

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Garrison, Sean (Norcross)
Sent: Wednesday, October 21, 2009 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Assigned license issue

**
Are you running Oracle and LDAP?  The funny thing is Oracle is case sensitive 
but LDAP is not.  So when a user logs in as Jsmith vs jsmith they may get a 
read license because Remedy/oracle can't resolve Jsmith.  (Assuming his user 
record is jsmith).  Another thing to check is the .multilicense file.  If you 
are running unix remove it from the /etc/arsystem directory (note: it's a 
hidden file) and restart the server.  In addition check to see if you are 
allowing guest users.  He may be misspelling his user id and the system is 
letting him in any way as a guest user.  The last thing I would do is check his 
CTM:People record vs. what is actually in his User record.  Sometimes you 
have to go back and remove/add permissions again to get the User record 
corrected.

Thanks,

Sean

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Moore,Bruce
Sent: Wednesday, October 21, 2009 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Assigned license issue

**
I'm having a hard time tracking down a really odd problem I'm having.  It's 
only affecting one or two users, but up to this point BMC has been little help.

* AR Server 7.0.1 Patch 006

* Mid-Tier 7.0.1 Patch 006

* ITSM 7.0.1


I have a user that has had a 

ADDM 7.5 Console--Java Version

2009-07-17 Thread McClure, Don
For those of you working BMC Atrium Discovery and Dependency Mapping 
(7.5.01)--please be aware that the Discovery Client requires JRE 1.4.2_13.  No 
other versions are supported.  And, this JRE was EOL-d (end-of-life) by Sun on 
30 Oct 2008, according to their website.

In fact--initial access to the web portal installs this version on user's 
desktop, unless this version is detected (read: last Java installed 
chronologically).  Other JREs may be installed, but this one must be available 
to the Client.

Issue number with BMC is ISS03470201, with latest response:  1.4.2_13 was the 
version used for development/testing, and BMC supplies a copy of the JRE 
(although, for Windowz only--no Mac version available).

Hmmm..my commercial employer(s) did not release any products--for sale to 
customers--which required an obsolete external dependency.

Also, other users are welcome to contact me off-list for firewall settings 
required when client operates other than on server console.

Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu

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Re: IE8 on Remedy 7.1 Patch 6

2009-06-09 Thread McClure, Don
Hi LJ..

We are seeing that similar issue as well.  I have not heard a major user 
groundswell yet...but...I noticed that behavior in my IE8 'checkout' before 
recommending (or against) its usage on campus.


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of LJ Longwing
Sent: Monday, June 08, 2009 3:12 PM
To: arslist@ARSLIST.ORG
Subject: IE8 on Remedy 7.1 Patch 6

**
We LONG ago moved most of our window open options to 'New' from 'Current' 
because of the difference in how previous versions of IE handled remedy's 
'Close Window' functionality.  This keeps us from having blank search form 
laying around when we issue close window actions.  Anywayrecently had a 
user upgrade to IE8 and said he has been getting intermittent situations where 
the window used to close reliably in IE7, but now about half the time doesn't 
close and he has to close it manually.  I'm curious if anyone else has heard 
similar reports.
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Re: Product Categorizations and the Elephant Rhyme

2009-04-13 Thread McClure, Don
Hi Jennifer,

I am answering this question for Chris Strauss.

Short answer on keying off Site, is No.

We key off customer organization/department-by legacy University practice.  
Therefore, the tier-1 support will be furnished by whatever support group is 
tasked to support that department (in the usage of Organization/Department 
within a Customer company).  Added granularity is required for some 
Administration organizations, where one department among several is supported 
by, say, group 2 whereas everyone else under that higher-order entity is 
support by group 1.  Then, I have built rules for all departments within that 
organization to guarantee full apportionment.  For many groups on campus, rules 
at the Organization (or even Company!) level are sufficient.

This triage frequently aligns with physical location-but not completely, and 
'Site' is not our criteria.

I hope this helps clarify our implementation.


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Monday, April 13, 2009 7:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Product Categorizations and the Elephant Rhyme

**
Chris,

Are you keying off the Site field to figure out which Tier 1 support group 
takes the incident?


Jennifer Meyer


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, April 09, 2009 6:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Product Categorizations and the Elephant Rhyme

If that is all that there is to the Service Catalog, then BMC has been blowing 
a lot of smoke about it in my opinion.  Our CFG:ServiceCatalogAssoc contains 
the 53 Global CTI that our helpdesk defined before we went live and Don 
imported with Data Management, plus a few I added to support campus-wide outage 
reporting.  We have another 154 non-Third Party Product CTI that we also 
imported or defined in four major categories: Computing Services, Desktop 
Software, Hardware, and Infrastructure.  Don built all of this in consultation 
with the central helpdesk, who incorporated many of these CTI into their 
Incident templates.  We gave every one of the colleges and departments, who 
each have their own Company, the ability to define their own CTIs within their 
company, but so far NO ONE has done so in almost a year of production.

To me, a Service Catalog entry should exist at a hierarchical level above CTI, 
as was hinted at but not realized in ITSM 5.x, but I have never found that 
implemented in the ITSM apps in a practical way.  The closest is the Business 
Service configuration item in Asset Management/CMDB, but like everything in the 
CMDB it is a Product categorization, not an Operational categorization.  There 
does not appear to be any place that you can tie OpCats and ProdCats together 
under a defined IT Service at what I have always perceived to be the Service 
Catalog level.  Whenever I have heard people talk about a Service Catalog, I 
was looking for something where you can define an IT Service like Payroll 
Services and it will have some OpCats for Incidents and Changes to use, and 
some ProdCats that define the system CIs and component CIs that make up the IT 
Service.  Without the top-level connection, it's the same huge pile of 
incomprehensible categorizations that we cussed and discussed for the last 
decade, and finally discarded.

I think we actually got the closest to this in our old 5.x app when we added a 
second tier to the Summaries in the Requester Console, and the top tier 
included things like Student Computing Services, Distributed Computing 
Services,  and Administrative Computing Services as well as more specific 
things like Residence Networks.  Even the helpdesk staff MUCH preferred to 
use the Summary menus (which carried over into Help Desk cases just like they 
did in the Requester -New Request form) to quickly categorize a ticket than to 
wade through the CTI menus, even after we gave them a pull-right hierarchical 
menu of the CTIs to navigate.  Today they have learned to use the 40 some odd 
incident templates defined by their manager in almost the same way.

Looking back, I don't see very many support staff on our ITSM 7 system making 
use of even the existing categorizations.  I reviewed ~16,200 incidents from 
the last 11 months and the vast majority of those with populated 
categorizations (6,676) were either generated by Kinetic Request, or by the 
central helpdesk which uses incident templates wherever possible.  The rest had 
no CTI whatsoever.  Once ITSM 7 made it optional data, and without any emphasis 
from IT managers in most of our support groups to enter it for reporting, CTI 
usage plummeted.  Something to think about if we ever want to do really 
detailed reporting.  On the other hand, we have 

Re: Product Categorizations and the Elephant Rhyme

2009-04-09 Thread McClure, Don
Jennifer-- I do not know of such a document.  In fact, in ITSM 7.X that feature 
is not supported as one would like.

Basic set theory is at work here:  the assignment routine tries to match on a 
specific intersection (yes, set theory term, presumes all required terms are 
.true.) of ALL fields in the 'Routing Order' box where a value is entered.   
This transaction is a single set-theory 'union', where non-match of any one 
criteria sets a value of 'false'.  Refer to the 'Routing Order' section of 
Assignment Configuration-each box can have a value, and those left blank are 
presumed to be 'wildcard' (match anything) for the purpose of assignment.  The 
critera of 'Contact Company', 'Organization', 'Department', 'Category', 'Type', 
and 'Item' are all equally placed, NOT hierarchical, and a match on *all* is 
required to activate a particular assignment (of course, one field or more 
could match as a wildcard for that field only).

In our experience, if more than one rule COULD match, the rule selected from 
among matches is indeterminate-we have verified that behavior via filter/SQL 
logging more than once in our endeavors.

Therefore, the only way to guarantee *exactly* one rule match, is to make these 
assignment records mutually exclusive-so if one rule is generated for a 
combination of catagory/type/item within one 'contact' grouping, separate 
specific rules must be generated individually for ALL CTI within that contact. 
This principle also applies to grouping of operational CTI and product CTI-if 
one item is matched custom within product CTI and a particular operational CTI, 
separate rules are required for all other products within that operational CTI 
as well.

The situation simplifies greatly in absence of Multiple Tenancy;  if one only 
has one company, then this situation simplifies to JUST operational CTI and 
Product CTI.Yes, this is a paradigm-shift from earlier HelpDesk 
versionsand I'll bet most of us did not want to get this far into set 
theory again.

Nicky and others-routing is simply an automation of an organization's selected 
processes.  Our tier-1 groups here at the University are first-responders for 
incidents for their designated customer base, independent of operational or 
product categorizations.  In fact, we usually prefer that customers NOT try to 
designate CTI-we see such designation as a support-staff function, and many 
user complaints on earlier HelpDesk versions centered on CTI being required by 
requestor on initial report!


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Nicky Madjarov
Sent: Thursday, April 09, 2009 11:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Product Categorizations and the Elephant Rhyme

**
While we don't have the service affected identified in the incident, problem, 
change, etc. (end even if we do, I'd love to have categorization within the 
affected service) how can one route everything properly if not using the 
categorization. I have seen months spent by managements to determine proper 
categorization, and either way they end with too few or too many. My present 
approach is to embed the actual service (as per service catalog) into the 2'd 
level of categorization, keep the first to reduce the choices, and use 3'd and 
further to define specifics. This way you can throw everything from level 2 
below in the hands of the service managers to define what they need.

Regards,

Nicky Madjarov
phone: 973-202-4278
Find out how to bust your AR System performance @
http://www.SpeedUpARS.com
- Original Message -
From: Rick Cookmailto:remedyr...@gmail.com
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Thursday, April 09, 2009 11:29 AM
Subject: Re: Product Categorizations and the Elephant Rhyme

**
You're right as usual, Chris.  But she said that they were already using 
Categorizations for Assignment.  While testing paradigms is a practice we 
should all undertake, changing the entire support model is an undertaking that 
requires buy-in from all users and owners of the Support model.  It doesn't 
sound like Jennifer's organization has those things in place.

Categorizations are not REQUIRED for ITSM 7 Assignments to function.  However, 
they may be required for the structure of your Support Organization to 
function, and they may be required for current reporting purposes.  Just 
because you set the Cats from templates doesn't mean that they aren't being 
used, just that the values are automatically chosen.  The broken 2000 Op Cats 
situation (which is not at all abnormal, BTW) is precisely why I cut through 
the Gordian knot with my idea for generic Op Cats.

The bottom line is that the tool and the ITIL protocols are there to support 
the organization, not the other way around.  Can the Support model 

Re: Product Categorizations and the Elephant Rhyme

2009-04-09 Thread McClure, Don
Concerning question on Distributed Environment--short answer is : yes.

By Chris' description below, our environment is characteristically different 
from many encountered in the commercial world, public entities, and maybe even 
other academic centers.  We do rely on legacy knowledge in 60-odd support 
groups to know their local environment, so central IT folks do not have to 
learn an area's specific concerns 'on-the-fly'.  And, summarizing description 
by Chris, often those group-specific items show many more peculiarities than 
similarities.  Local experience is that central support often *fails* all 
consumers equally in this diverse environment, rather than facilitating prompt 
consumer service.  We have very few applications where both installation and 
implementation is actually Enterprise-wide-as Chris mentioned, even 
backups/file-sharing/printing are more localized than centralized.

Customer-relations criteria should place the consumer first. Our support-staff 
folks are here for agile handling of consumer's needs; therefore, we rely on 
that consumer's location (logical location, specific  college/school/group) for 
placement of Incident reports, and that is how our environment is built.

Finally, we do utilize a system-wide default which will route any un-assignable 
Incidents to our central help desk for further handling-and to ensure that no 
Incident goes unhandled for lack of designation.
By my last count, I have seen four (4) such incidents out of 17,000+ records 
over the last year.


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Thursday, April 09, 2009 2:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: Product Categorizations and the Elephant Rhyme

**
This may be an excellent opportunity to compare and contrast the two approaches 
for organizational functions.

If I understand this correctly, I and Shawn have central help desks that rely 
heavily on automated routing to choose from thousands of functions.

Chris and Don seem to have a distributed system that relies on locally 
distributed service centers with a high knowledge level so uses assignment 
mappings as a fallback.

Is this an accurate summation?


Jennifer Meyer


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of strauss
Sent: Thursday, April 09, 2009 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Product Categorizations and the Elephant Rhyme

Our system works for us since the vast majority of issues for faculty and staff 
are handled by their distributed computer support groups, where all of the 
Incidents are routed first by default.  Almost all of the functions you 
mentioned are administered at the distributed unit level, even if they are 
hosted on a central service (active directory accounts and permissions, 
Exchange mail, disk storage), and are only escalated to the central group when 
the distributed group cannot handle the issue.  Even backups and restores are 
distributed (local) - the colleges run their own file and print servers, in 
their own domain within the central AD system.

The central helpdesk provides the equivalent first line support to all 
students, so that is their default routing, and a lot of the centrally 
supported system tickets (student email, distance learning apps, etc.) all 
start at the central helpdesk for triage anyway.  For anything that is very 
specific, and is a routine request from customers supported by more than one 
distributed support group (like data wiring requests, which any employee can 
enter and all route first to DataComm, then TeleComm), there is a Kinetic 
Service Item that directly assigns new incidents to the appropriate central 
support group.

BTW, the majority of desktops, especially Windows machines, are deployed for 
faculty/staff by their college/departmental IT staff without admin rights for 
the end user, with a very wide variety of software packages available to them 
as needed.  Since this is very college or department specific (even the OS is 
college specific - you won't find any Macs supported in the college of 
business, or many Windows machines in visual arts or music), any attempt to 
route a ticket for application support centrally will have to be turned back.  
We also have a number of colleges/departments in one building, with small IT 
staffs, who don't use Remedy for internal ticketing at all.  Their faculty know 
to use the Kinetic web to report a problem with the distance learning or 
PeopleSoft webs, which are centrally supported, but they generally email, call, 
or walk a few doors down to their network manager for local issue support.  We 
don't / can't MAKE them use Remedy for internal ticketing, but as soon as any 
IT support organization grows to several people 

Asset 7.1 -- New Business Process

2009-02-13 Thread McClure, Don

Concerning Asset 7.1:  what is the procedure for moving a new Business Process 
from 'Ordered' to 'Deployed'?  The 'change' view for most hardware items 
includes a status pulldown menu for that change...but I do not see one for 
Business Process, and have not found explicit mention in the documentation 
(maybe not lookin in correct place!).
Yes, this has been a definite Friday.

Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu
940.565.3287 office
940.391.4761 cell



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inline: image001.jpg

Re: Incident Owner - ITSM 7.0.3 p8

2009-02-06 Thread McClure, Don
I'll confirm Chuck's observation for ITSM 7.0.3; we took our implementation one 
step further:

We purposefully constructed all Ownership and Assignment rules to be mutually 
exclusive; that is, a particular combination of entries for items 2 through 17 
as listed by J. T. may be matched by one-and only one!-rule for each of 
Assignment, and Ownership.  Such full specification eliminates the need to rely 
on estimation of which matching rule will be utilized-because only one such 
rule will match, period.

In particular-that means if one contact entity requests particular treatment 
for an operational or product combination, rules must be built for ALL OTHER 
possible operational and/or product combinations which utilize that same 
contact! Also, if one company requests particular treatment for one department, 
then other rules must be built for each other department within that same 
company.  More permutations can be observed on location.  Configurators need to 
be aware--this is an exercise in naïve set theory, which is potentially 
extensive and tedious-and can run afoul of de Morgan's laws on unions, 
intersections, and complements thereof very easily!!

Our implementation includes 239 potential customer contact points, and 60-odd 
product specifications beyond DSL, at last count. Fortunately, most of our 
customer contact groups do not specify product or operational criteria, which 
simplifies the combinations considerably.

This paradigm is very configurable-but with a lot of room for ambiguity and 
confusion.


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Charles Baldi
Sent: Friday, February 06, 2009 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident Owner - ITSM 7.0.3 p8

**
To your first question, your observation is correct.  The order of Owner 
assignment appears to be:
  1.  If user has entered a value for Owner, use it
  2.  If there is an Owner rule in CFG:Assignment, use it
  3.  Use default Owner rules based on submitter, assigned group, etc.
To your second point, I have not had trouble getting rules to work based on 
Operational or Product categories, with one exception.  If you have multiple 
rules that have the same Tier 1 value and one has NULL for Tier 2 while the 
other is non-NULL, there seems to be ambiguity as to which one is located.  I 
would have expected the most-specific value to fire but we did not see that.  
We fixed it by ensuring that all rules used the same tiers populated.  You may 
be able to address this with sort order.

We did not observe that sort order overrode all the other values.  If true, I 
would think it is a bug.

Regards,
Chuck Baldi
On Fri, Feb 6, 2009 at 11:25 AM, J.T. Shyman 
jshy...@columnit.commailto:jshy...@columnit.com wrote:
**

I've got a question about Incident Owner assignment in ITSM 7.0.3. I've done 
some testing and read through the documentation and postings about this on 
ARSList but I have reached two conclusions that I wanted to get some feedback 
on from the list membership.



First, the Incident Owner assignment does work exactly as stated on pages 
125-126 of the Incident Management 7.0 User Guide but only if there isn't a 
Incident Owner entry for the company in the CFG:Assignment form. This tells me 
that CFG:Assignment overrides the OTB Incident Management Incident Owner 
assignment. Has anyone else found this to be true or disagree with this?



Second, if there are multiple Incident Owner entries for a given company in 
CFG:Assignment they are not selected by the most specific rule but rather by a 
long order by statement that looks like this:



ORDER BY 2 DESC,3 ASC,4 DESC,5 ASC,6 ASC,7 DESC,8 ASC,9 ASC,10 ASC,11 ASC,12 
ASC,13 ASC,14 ASC,15 ASC,16 ASC,17 ASC, 1 ASC



Where

2 is Event

3 is Sort Order

4 is Contact Company

5 is Organization

6 is Department

7 is Location Company

8 is Region

9 is Site Group

10 is Site+

11 is Operational Tier 1

12 is Operational Tier 2

13 is Operational Tier 3

14 is Product Tier 1

15 is Product Tier 2

16 is Product Tier 3

17 is Product Name

1 is Request ID (Record Number)



This, plus the fact that the filter matches most of these fields to a value or 
to NULL leads the to the net effect that the record with the lowest sort order 
will always be chosen regardless of the fields other than Contact Company and 
Location Company. Has anyone else found this to be true or disagree with this?



If I wanted to set up a set of Incident Owner assignments that would fire on 
different product and operational categorizations, what would be the best way 
to do it?



--- J.T. Shyman






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Re: OT: My New Job!

2009-01-07 Thread McClure, Don
I can confirm:  Christopher Strauss is at UNT-should be back Monday  12 Jan.  
His office is across the hall from mine...


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Mark
Sent: Wednesday, January 07, 2009 9:49 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: My New Job!

**
Nope, sorry.  While, as a consultant, I have done a lot of work for different 
companies, UNT is not one of them. (Starbucks, 24 hour fitness, Verizon, 
Verizon again, Motorola, DC Public Schools, many others)
The only work I did at UNT, was back when it was NTSU and all of my work 
consisted of various disorderly and drunken activities, with a heavy portion of 
debauchery.

Actually I think UNT was Christopher Strauss and can't remember, I think he 
went up to the Northwest.

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Remedy Maniac
Sent: Wednesday, January 07, 2009 9:40 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: My New Job!
** I have always been impressed and jealous :-D because of your work at 
http://itsm.unt.edu/index.htm
That's your baby, isn't it ?!?
People who hire you for something else cannot be mistaking

Serouche


Mark wrote:
**
Thanks, but I already live in Austin! almost 19 years now...
and Yes, it is a fantastic city, with a fantastic University!  (can you tell 
I'm excited)

Thanks to everyone for the well wishes... maybe I'll just go digest for a while 
so I don't have to go cold turkey on the list.

Mark


From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rick Cook
Sent: Wednesday, January 07, 2009 9:27 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: OT: My New Job!
** Congrats, Mark!

Hope you enjoy Austin. I hear its a nice city. Its been great having you here 
on the list.

Rick

Sent from my Verizon Wireless BlackBerry


From: Mark
Date: Wed, 7 Jan 2009 08:54:19 -0600
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: OT: My New Job!

Listers, friends, and former colleagues

My long job search has ended :)
Next week, I start a new position with THE University of Texas! (here in 
Austin).

And while they do use Remedy somewhere on campus, I will not.
I will be using every other skill I have used over the last 12 or so years of 
Remedy development and consulting.
All of the project lead/coordinating, requirements gathering, solution design, 
consensus building, customer management

Thanks to everyone who helped in my job search!  It was very nice to know that 
so many people, friends and strangers alike,
were willing to reach out and help.

Thank you, and goodnight!


Mark Blankenship
The University of Texas
Office of Information Management and Analysis
(I'm the guy with the big s**t eating grin on his face)

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Re: Permissions Issues - URGENT HELP NEEDED

2008-12-04 Thread McClure, Don
Laurie:

We run ITSM 7.1, and have experienced following situation:

If the lack of write authority is a CHANGE from previous behavior-please know 
that we have had to occasionally DELETE then RE-ADD a permission from the User 
record (usually General Access)) to restore proper Incident visibility---just a 
thought.


Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac  (at)  unt (dot) edu



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jason
Sent: Thursday, December 04, 2008 1:24 AM
To: arslist@ARSLIST.ORG
Subject: Re: Permissions Issues - URGENT HELP NEEDED

**
Can you send the list of permissions for one of the users with the problem? If 
they have incident user permission, this would be normal. Allowing them to 
modify tickets in another group would need to be Incident Master.

submitted by a member of their group This is based on the current owner 
group selected on the assignment tab. It's automatically set based on the 
group role that the record gets assigned to. It's worth noting, as a ticket 
gets routed around, the owner group can change.


Jason Bess
Bess Development Corp
Currently building sand castles in Baghdad


From: Muhlethaler, Laurie [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Thursday, December 4, 2008 9:17:00 AM
Subject: Re: Permissions Issues - URGENT HELP NEEDED

**
Addendum:  it appears that they can modify only those tickets assigned to a 
group they are a member of or that was submitted by a member of their group.

Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

From: Muhlethaler, Laurie
Sent: Wednesday, December 03, 2008 9:52 PM
To: [EMAIL PROTECTED]
Subject: Permissions Issues - URGENT HELP NEEDED
Importance: High

Listers ~ either I'm going insane or I'm just overlooking something simple.

All of a sudden, our users cannot modify tickets that they did not submit.  The 
submitter mode is set to Changeable and has been since inception.  We 
are/were planning on going live tomorrow morning and this stupid issue just 
popped up.  I'm at my wits end as I absolutely can't see what's causing this 
issue.

Any help is greatly appreciated.

7.0.03 Patch 006
Service Desk
Asset Management


Laurie Muhlethaler
First Republic Bank
Remedy Developer / Administrator
415.364.4436

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Re: Issue with some Users

2008-08-28 Thread McClure, Don
Hi Kevinwe are on ARS 7.1 patch 2, ITSM patch 7, Windows 2003 server and 
MSSQL 2005.  We have 310 support staff in 222 support groups; 111 groups are 
company-bounded, and the other are 'reflections' of those groups with 
visibility to all support staff.

Further:  our User table is ca 150K users, and these are updated hourly during 
business hours via backend process.  Updates of up to 300 records at a time 
takes a few seconds for the server, and a minor blip for the database 
(different hardware platform from ARServer, another Win2003 multi-core, 64-bit).

We see few issues from user updates-and fewer yet from people updates.  I have 
provoked several issues when updating foundation data (creating new support 
groups), and have moved those activities to off-hours since a re-caching 
generally ensues such changes.

May I propose three items for investigation:

-  Thread allocation.  Dr. Chris Strauss is the database admin-and he 
provisioned many more threads than default out-of-box; performance tuning info 
of this order has been covered in session during last several UserWorld events;

-  Database tuning.  the MSSQL installations here have been rock-solid, 
and maintenance free; but Oracle installations often take more 'tuning' for 
best performance.

-  Memory in your platforms themselves:  both our AR Server and SQL 
server are over 10Gig RAM each, separate physical platforms.  We knew data 
situations would be intensive

I strongly suspect that substantial foundation data is cached into RAM for 
faster access-again, I have never seen a formal list, but I would suspect the 
following data items:

-  loginIDs---probably as primary link for all the following

-  passwords

-  group memberships

-  application permissions

-  notification data
Therefore, a change to any of these entities will probably set a 'dirty' flag, 
and force a re-caching.  The only change which has forced slowdowns for us is 
creation of a new support group; association or de-association of users vs 
groups has not been a performance block.

HTH-this is not necessarily intended as definitive or final


Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Begosh, Kevin
Sent: Thursday, August 28, 2008 8:44 AM
To: arslist@ARSLIST.ORG
Subject: Issue with some Users

**
We are on AR Server 7.1 patch4 and ITSM 7.03 patch 6, with UNIX Server and 
Oracle DB.  We have about 100 employees who are in about 100 different support 
groups, and whenever we try to modify their record on the User form it locks up 
the user tool or takes a really long time to do what they where trying to do.  
Has anyone experienced this or does anyone have any systems that have employees 
in a lot of different support groups?

Kevin Begosh, RSP
301-791-3540 Phone
410-422-3623 Cell
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Re: Lines of code in Remedy?

2008-07-10 Thread McClure, Don
And I agree with Uday and Rick.

The long-time assumption behind most software development is 
'commodity'-status; never mind that
code-lines are not just generic items but are targeted for very specific 
functionality.

Actually, the 'lines-of-code' thinking of management was obsolete even in the 
1980s (please see
the timeless text 'Mythical Man-Month', Frederick Brooks, ca 1974).  I stopped 
participating in
estimates/assessments along those lines years ago.

Or, another example from my engineering background-an invoice from a consultant:

1.   Chalk mark designating location of leak :   $5.00

2.  Analysis to find WHERE to place mark :   $19,995.00
Please make check payable to ..

Phrased another way-few measures of lines, objects, filters, etc, will assess 
the effort necessary
to structure/implement/verify a solution to a client's complex functional 
requirement-and then
ensure the solution performs those functions, WITHOUT BREAKING ANYTHING ELSE
(sound familiar to ITSM7 folks-or Microsoft patch implementers).

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Uday Joshi
Sent: Thursday, July 10, 2008 10:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Lines of code in Remedy?

**
I fully agree with Rick.

The line of code is an easy metric for other programming but does not reflect 
the quality and/or efficiency. But still all involved feel homely (just because 
of familiarity) with these figures.

I feel this figure only indicates how much you can produce. Its like how many 
bricks a mason can put in a day, irrespective whether it wall of house or great 
wall of China.

For Remedy I feel more than line of code, function points could be more 
appropriate. Of course it wont be a ready fit but it would be closest and would 
require minimal alteration. I have not tried but it is on my wish list.

Just to add about the efficiency of code I can give an example of innocent 
looking filter putting system to task only because both Submit and Modify 
was checked (Actually intended was only Modify).

Best Regards,

Uday Joshi

Delivery Manager - BSM Support
Technology Infrastructure Services - BSM Unit
--
Wipro Technologies,
Hinjewadi, Pune 411057
Tel: +91 20 39104092
VOIP 842-5103



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Thursday, July 10, 2008 07:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Lines of code in Remedy?
** And what's really stupid about the lines of code in a generic, non-Remedy 
sense, is that quantity often != quality.  Good programmers might have the same 
number of lines in a program as a poor programmer, but a substantial percentage 
of that is going to be internal code documentation around tight subroutines and 
functions.  Poor programmers (believe me, I've seen some doozys) often write 
lots of lines that run inefficiently.  Same number, completely different levels 
of effort and expertise to reproduce.

So while the metric, however important, has no real value outside of Remedy, it 
has even less relevance and value inside of it.  So I would resist providing a 
bogus number until its intended use was very clearly specified, so that I could 
provide the bogus number that best protected my application.  Just my $0.02 
from another old keypunch warhorse.

Rick
On Thu, Jul 10, 2008 at 5:54 AM, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL 
PROTECTED]mailto:[EMAIL PROTECTED] wrote:
Oh contraire! Since the 1980s?! You'd be shocked.  It seems like a
biggie with CMM/CMMI organizations.  Both Gary (who posted earlier) and
I have worked in CMM/CMMI controlled organizations, and evidently lines
of code is a big metric within it...at least for some organizations.

Although I do definitely agree with you that it's 100% stupid.

-Original Message-
From: Action Request System discussion list(ARSList)
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Re: Renaming a company in ITSM 7

2008-06-25 Thread McClure, Don
Hi-posting information for the University  Christopher Strauss across the hall:

Short Version:  No way to change a company name once configured (because full 
fan-out is impracticable).

Full Details:

first-where a new company structure  is required for any reason, I created the 
new company/groups/organizations, then moved effected support staff to the new 
company.
Ensure that both home organization and support-group relationships are 
established to new company,
and severed from old company.
second-I de-activate the old company (probably 'offline').
third-modify/validate relationships for location, categorization(s), 
assignment/ownership rules.

In the case of an already configured company where Incidents/Change Requests 
are present:
they bear the old company name.  We have not found a convenient way to migrate 
those records
to the new company, short of a utility from BMC (hinted at, but not yet 
available).

And, our policy for foundation items in current operation:  We can create new 
items for foundation structures;
but will not even try to modify old items for:
companies
support groups
organizations
categorizations
locations
and probably some other foundational goodies I do not currently recall.

So, any Incidents/Problems/Changes which were related to the old foundation 
data, will remain so.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Moore, Christopher Allen
Sent: Wednesday, June 25, 2008 10:07 AM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming a company in ITSM 7

**
Ah, ok :) no problem!



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Wednesday, June 25, 2008 10:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Renaming a company in ITSM 7

** Sorry, I meant Chris Strauss, who said he has already done this.  ;-)  Was 
hoping he had some insight on any gotchas that the rest of us could benefit 
from.

Rick
On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL 
PROTECTED]mailto:[EMAIL PROTECTED] wrote:
**



Rick,



I didn't have any specific concerns- just trying to do this in a non-tedious 
way.  As I can see it (and the way I've been told this was done here 
previously) is that a new company is created, people who belong to the 'old' 
company are set to the new company, tickets are set to the new company, and 
user access restrictions are set to both companies (in case something was 
missed).   We're doing it Friday- there are four of us working on it- one for 
each company that needs to be renamed, so it hopefully won't take too long.



Thanks!

Chris





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 25, 2008 9:40 AM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Renaming a company in ITSM 7



** Seems like there ought to be a way to quickly export, modify, and import the 
config data with the new company name in it, and that it wouldn't take all that 
long to create.  Chris, did you use some automated setup for this; perhaps one 
of the ITSM data import utilities?


Or are there other concerns that that approach would miss or mishandle?

Rick

On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL 
PROTECTED]mailto:[EMAIL PROTECTED] wrote:

**

Thanks Rick- that's what I figured but I figured it was worth asking...

Chris





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, June 25, 2008 9:20 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Renaming a company in ITSM 7



** The only other option is to create a nickname for the company, and use that. 
 I remember them telling us to do that in class, because you can change the 
nickname whenever you want with no real impact, but you cannot change the name 
without having to redo your entire config data, because all of the records for 
Company A have that hard-coded in them.

Rick

On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL 
PROTECTED]mailto:[EMAIL PROTECTED] wrote:

**

Hey everyone-



I've been asked to look into renaming a few companies in our system.  It's not 
something you can just do from the company form obviously...has anyone had any 
experience trying this?  Will I just end up having to create new companies and 
setting all the people associated with the old ones to the new companies?



ITSM 7.0



Thanks,

Chris

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Re: OT: BBQ tour

2008-06-13 Thread McClure, Don
Hi Rick.and if you end up in North Texas (Ft Worth, Dallas, general 
area)...try Sonny Bryan's.
The original is a hole-in-the-wall on Inwood Rd, just north of downtown 
Dallas...but with a
large number of very expensive autos parked out front every day at 
lunchtime(even seen
one custom 2008 Lambo.).

Website:  www.sonnybryans.comhttp://www.sonnybryans.com.

Hope your journey is a great time!

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Warren Baltimore
Sent: Friday, June 13, 2008 11:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: BBQ tour

**
Wow Rick!  Great idea for a father son trip  And a wonderful way to send 
him off on a truly momentous journey!  Good luck to him (and you).

Sometimes (I've discovered) the best way (in the south...can't speak for TX) to 
find great Q is to get off the beaten path.  Find those little country towns 
and look to see which place has parking!  There are some real hidden gems out 
there!

I just found out that this is my last month in Seattle, but your idea has 
inspired me to pull out my Oklahoma Joe for one more round of smoking before I 
load up the family and head East.

Take care of yourself, We'll keep young master Cook in our thoughts!

Warren
On Fri, Jun 13, 2008 at 8:46 AM, Rick Cook [EMAIL PROTECTED]mailto:[EMAIL 
PROTECTED] wrote:
** My son just graduated from HS, and will leave for the Marines in October.  
Sometime between now and then, he and I are going to drive cross-country on a 
BBQ tour.  We'll start and end in Seattle, but we intend to hit all of the 
areas of the country famous for BBQ:  Texas, Louisiana, the rest of the South, 
North Carolina, Memphis, Chicago, and Kansas City.

We're still planning the specifics, and here's where all y'all come in:

I would love to know THE places to go in your part of the country (assuming 
it's one I mentioned above - this will be almost entirely SOUTH of the 
Mason-Dixon line) for outstanding BBQ, whether they're famous or a 
hole-in-the-wall.  We'll stay away from big chains for the most part (we have 
Famous Dave's up here), unless it is a local/regional one with a good local 
reputation.

Thanks in advance for sharing!

Rick
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--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
School of Medicine
University of Washington
Box 358220
1325 Fourth Ave, Suite 2000
Seattle, WA 98101

The opinions expressed in this e-mail are in no way those of the University of 
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Re: ITSM 7 Support Staff permissions

2008-05-23 Thread McClure, Don
Hi Peter

Thanks for the insight.  The update of customer-info would explain all my mods
except one--the one where 'last modifier' does not even have permission to see
the support-staff account alledgedly modified by them, either directly or as
potential customer for an incident report.  Your observation helps tremendously.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lammey, Peter A.
Sent: Friday, May 23, 2008 7:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

Is it possible that when you pull a person into an incident as a Customer and 
then adjust their data in the ticket that it will update the CTM:People record 
for that person?  I didn't think it was possible in ITSM 7.X but I know the 
previous ITSM versions had that functionality.



Thanks
Peter Lammey
ESPN MIT Technical Services  Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of McClure, Don
Sent: Thursday, May 22, 2008 6:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

Initial presentation: one particular user's CTM:People showed a 'Last Modified 
By'-value of other than expected parties.  Further, the record and its 
corresponding user record lacked Application Permissions and Support Group 
associations I know I added the evening before (and then verified, by logging 
in as the user in question!).

Current symptom of the suspected behavior:  Out of 300-odd support staff 
currently configured on our system, 43 CTM:People-records carry a 'last 
modified by' value OTHER than: either sys admins, or user him/herself.
I have not positively verified that another user is changing data---but too 
many of us rely on 'last change'-type fields to verify a record's current 
status.
If values captured in 'CTM:People-More Details-Last Modified By' are 
accurate, we do indeed have another 'gremlin' in the works.  Further--one 
particular account shows 'last modified by' a support staffer who has no access 
to see that CTM:People record at all!

Note, though:  I have created a 'roaming staff' account, associated it with 
several companies/support groups, and not been able to actually deliberately 
modify any other personal profiles myself.  We suspect there is a 'back door'
through Incident Management workflow which is allowing unintended field-value 
modifications.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration University of North Texas, 
Denton dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein -Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Tuesday, May 20, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

I'm not sure yet how it was done, just that it was, and that the last modified 
user on the profile that was altered was another support user in the same 
company.

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

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
 Sent: Tuesday, May 20, 2008 11:30 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ITSM 7 Support Staff permissions

 How are you able to do this?  I tried this with a simple support staff
 user and tried to go into People and see if I was logged in as that
 support staff user with just Incident User and Asset viewer rights but
 I could not alter anything (permissions, group membership included)
for
 other people except for the person's own profile.

 ITSM 7.02 patch 005


 Thanks
 Peter Lammey
 ESPN MIT Technical Services  Applications Management
 860-766-4761

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of strauss
 Sent: Tuesday, May 20, 2008 12:09 PM
 To: arslist@ARSLIST.ORG
 Subject: ITSM 7 Support Staff permissions

 Has anyone run into an issue with ITSM 7 where it is entirely possible
 for a support staff user (Incident User, Asset Viewer, no Roles at
all,
 just company and group membership) in a company to remove all of the
 application permissions for another Incident user in the same group?
 One of the departments has already experienced this.  Remember how in
 ITSM 5.x and 6.x there were many different filters trapping who could
 update what fields in the SHR:People

Re: ITSM 7 Support Staff permissions

2008-05-23 Thread McClure, Don
Attributes of user in question: different company from account modified,
Multi-Tenancy, not unrestricted, no access to company of modified account.

Modified-account and modifier do both have access to one company
(which is an operational company, only one 'dummy' account , no customer
accounts at all).  That company should be the only potential 'common visibility
window' both accounts can see; and the two accounts cannot see each other
at all.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lammey, Peter A.
Sent: Friday, May 23, 2008 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

Is the user in question that shouldn't have permission to see the account in a 
different company than the account that was modified (IOW  From Multi Tenacy 
the user is not unrestricted and not given access restrictions for the company 
of the account that was updated?)



Thanks
Peter Lammey
ESPN MIT Technical Services  Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of McClure, Don
Sent: Friday, May 23, 2008 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

Hi Peter

Thanks for the insight.  The update of customer-info would explain all my mods 
except one--the one where 'last modifier' does not even have permission to see 
the support-staff account alledgedly modified by them, either directly or as 
potential customer for an incident report.  Your observation helps tremendously.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration University of North Texas, 
Denton dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Lammey, Peter A.
Sent: Friday, May 23, 2008 7:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

Is it possible that when you pull a person into an incident as a Customer and 
then adjust their data in the ticket that it will update the CTM:People record 
for that person?  I didn't think it was possible in ITSM 7.X but I know the 
previous ITSM versions had that functionality.



Thanks
Peter Lammey
ESPN MIT Technical Services  Applications Management
860-766-4761

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of McClure, Don
Sent: Thursday, May 22, 2008 6:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

Initial presentation: one particular user's CTM:People showed a 'Last Modified 
By'-value of other than expected parties.  Further, the record and its 
corresponding user record lacked Application Permissions and Support Group 
associations I know I added the evening before (and then verified, by logging 
in as the user in question!).

Current symptom of the suspected behavior:  Out of 300-odd support staff 
currently configured on our system, 43 CTM:People-records carry a 'last 
modified by' value OTHER than: either sys admins, or user him/herself.
I have not positively verified that another user is changing data---but too 
many of us rely on 'last change'-type fields to verify a record's current 
status.
If values captured in 'CTM:People-More Details-Last Modified By' are 
accurate, we do indeed have another 'gremlin' in the works.  Further--one 
particular account shows 'last modified by' a support staffer who has no access 
to see that CTM:People record at all!

Note, though:  I have created a 'roaming staff' account, associated it with 
several companies/support groups, and not been able to actually deliberately 
modify any other personal profiles myself.  We suspect there is a 'back door'
through Incident Management workflow which is allowing unintended field-value 
modifications.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration University of North Texas, 
Denton dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein -Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Tuesday, May 20, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

I'm not sure yet how it was done, just that it was, and that the last modified 
user on the profile that was altered

Re: ITSM 7 Support Staff permissions

2008-05-22 Thread McClure, Don
Initial presentation: one particular user's CTM:People showed a
'Last Modified By'-value of other than expected parties.  Further, the record
and its corresponding user record lacked Application Permissions and
Support Group associations I know I added the evening before (and then
verified, by logging in as the user in question!).

Current symptom of the suspected behavior:  Out of 300-odd support staff
currently configured on our system, 43 CTM:People-records carry a
'last modified by' value OTHER than: either sys admins, or user him/herself.
I have not positively verified that another user is changing data---but too
many of us rely on 'last change'-type fields to verify a record's current 
status.
If values captured in 'CTM:People-More Details-Last Modified By' are accurate,
we do indeed have another 'gremlin' in the works.  Further--one particular
account shows 'last modified by' a support staffer who has no access to
see that CTM:People record at all!

Note, though:  I have created a 'roaming staff' account, associated it with
several companies/support groups, and not been able to actually deliberately
modify any other personal profiles myself.  We suspect there is a 'back door'
through Incident Management workflow which is allowing unintended field-value
modifications.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of strauss
Sent: Tuesday, May 20, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff permissions

I'm not sure yet how it was done, just that it was, and that the last
modified user on the profile that was altered was another support user
in the same company.

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

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
 Sent: Tuesday, May 20, 2008 11:30 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ITSM 7 Support Staff permissions

 How are you able to do this?  I tried this with a simple support staff
 user and tried to go into People and see if I was logged in as that
 support staff user with just Incident User and Asset viewer rights but
 I could not alter anything (permissions, group membership included)
for
 other people except for the person's own profile.

 ITSM 7.02 patch 005


 Thanks
 Peter Lammey
 ESPN MIT Technical Services  Applications Management
 860-766-4761

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of strauss
 Sent: Tuesday, May 20, 2008 12:09 PM
 To: arslist@ARSLIST.ORG
 Subject: ITSM 7 Support Staff permissions

 Has anyone run into an issue with ITSM 7 where it is entirely possible
 for a support staff user (Incident User, Asset Viewer, no Roles at
all,
 just company and group membership) in a company to remove all of the
 application permissions for another Incident user in the same group?
 One of the departments has already experienced this.  Remember how in
 ITSM 5.x and 6.x there were many different filters trapping who could
 update what fields in the SHR:People and User forms?  I guess they
left
 all of those out in ITSM 7.  We had thought that the Contact People
 permission controlled this, but apparently not since our admin
accounts
 are the only ones that have those.

 Has anyone dug into this enough to explain it?  As usual, the BMC docs
 on permissions and roles are not much help.

 Christopher Strauss, Ph.D.
 Call Tracking Administration Manager
 University of North Texas Computing  IT Center


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Slightly OT--US Govt Security Clearances (was: Job: Two Openings ....)

2008-04-18 Thread McClure, Don
Another item for folks not familiar with the situation,
including non-security-cleared Remedy folks considering
such engagements--The entire situation is chicken-and-egg
(or, perhaps, Catch-22!!!).

It is(or was, last I knew) generally very difficult for an
INDIVIDUAL to initiate request for a US Gov't security clearance
(Defense, Energy, Transportation, others).The prospective EMPLOYER
must initiate request, certifying nature of duties to be performed
by that person once cleared. Of course, we all know the employer
wants to make certain the person is eligible before expending
any money on salary or expenses of the clearance itself.

Too many years in defense  transportation work..and hearing too
often that an existing employee would not be cleared, even when eligible,
because relationship of duties-to-safeguarded-information was not
evident to clearing agency!  And that was when a standard Secret
clearance took approx ten weeks.

Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Gary Opela (Corporate)
Sent: Friday, April 18, 2008 1:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Job: Two Openings - (1) Remedy Developer - Dayton, OH / (1) Remedy 
Administrator - Raleigh, NC

My clearance took 1 yr 4 months to process. The preliminary one takes a
few weeks. You can work once you begin the preliminary one.

I'm guessing the contract has 4 months left on it, and is likely up for
extensions. I cannot speak for that contract though, because it is not
mine.

Thanks,



Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
Sent: Friday, April 18, 2008 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Job: Two Openings - (1) Remedy Developer - Dayton, OH / (1)
Remedy Administrator - Raleigh, NC

James,

I am also not looking to leave my present position or move to Dayton,
OH right now.


I was actually thinking more along these lines... Is this a Friday humor
post?

4 Month Contract ...
Will be processed for Secret Clearance 


I think it takes like a year (if and only if the process is really
rushed), or maybe longer to get Secret Clearance.

So you get to work about -8 months on the contract? ( So you pay them?)
Or
Maybe you have to wait 12 months (or however long it takes to get
Clearance these days) and then go to work during months 13,14,15, and
16 ? ( If you are granted Clearance, or zero days if you fail to get
Clearance.)

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

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


On Fri, Apr 18, 2008 at 12:38 PM, James Van Sickle
[EMAIL PROTECTED] wrote:

  While I am not looking to leave my present position or move to
Dayton, OH
  right now, I do want to ask for clarification for those on the list
who may
  be looking.

  Does the following statement Will be processed for Secret Clearance
from
  the description indicate that this employer is willing to pay to have
a
  non-cleared candidate obtain Secret clearance?

snip


  James Van Sickle
  Remedy Developer II
  Enterprise Architecture Services


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Re: Bulk Data import in ITSM 7

2008-04-10 Thread McClure, Don
Both of these utilities are available to users, without additional licensing 
(best of my knowledge).
Please see previous threads on both of these items—each behaves with 
significant functional
limitations which may or may not satisfy your needs.


Don W. McClure, P.E.
Data Administrator  System Engineer
Computing  IT Center, Call Tracking Administration
University of North Texas, Denton
dwmac_at_unt.edu

That which counts cannot necessarily be counted: that which can be counted 
will not always count.  -- Albert Einstein
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Michiel Beijen
Sent: Thursday, April 10, 2008 5:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Bulk Data import in ITSM 7

Look at the Dataload Ùtility which is released as Patch 9003 for ITSM 7.
And yes, you can use it in a production environment.
If you want you can use AIE or EIE to populate the data load forms instead of 
the batch file and the MS Excel sheets.
http://developer.bmc.com/jiveProd/ann.jspa?annID=20

Kind Regards,

Michiel
On Thu, Apr 10, 2008 at 11:07 AM, Thivagar Sankaran [EMAIL 
PROTECTED]mailto:[EMAIL PROTECTED] wrote:
**

Thanks, Rick~



Can I use this in any production environment? Or will it harm my clients in 
future for licensing?

Please clarify.



Regards,

Thivagar Sankaran

Remedy Developer

ITIL – Foundation Certified





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, April 09, 2008 8:44 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Bulk Data import in ITSM 7



** Effective Technologies' DataLink tool will do all of those - with the free 
basic version.  http://www.effect-tech.com.

Rick

On Wed, Apr 9, 2008 at 12:24 AM, Saravanan Palaniappan [EMAIL 
PROTECTED]mailto:[EMAIL PROTECTED] wrote:

**

Do you have the dataload sheet and the bat file associated with it?



Thanks  Regards

Saravanan Palaniappan

ITSM



To teach and to learn, to laugh and make others laugh.  This is my purpose.  
Any day I don't do this was not worth the time it took to get through it.





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Thivagar 
Sankaran
Sent: Wednesday, April 09, 2008 12:50 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Bulk Data import in ITSM 7



Hi List,



Could you please guide how to do the bulk import for the following?



1.   Company Data

2.   Organization Data

3.   Location Data

4.   Support Group Data

5.   People Data



Thanks in advance,

Thivagar Sankaran

Remedy Developer

ITIL – Foundation Certified

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Re: Responded date field in 'incidents' form of Incident Mgmt 7.0.2

2008-03-13 Thread McClure, Don
Hi Priyanka--

Some Business Agreements are graded by 'time-to-first-response', especially in 
the United States.  Customer relationships are often aided by the customer 
realizing their ticket has been acknowledged, and is being worked, even it not 
yet resolved.  A request in that state will, of course, have a 'response time' 
recorded, but not a 'resolved time'.

rant
HOWEVER--too many of my employers have fallen prey to the notion that 'response 
time' is EQUIVALENT to 'resolved time'.  I cannot regard a particular issue as 
'resolved' simply because the handling party has issued an initial 
response--and we have seen far too many threads concerning such behavior of 
unnamed companies on this very list!
/rant

Don W. McClure, P.E.
University of North Texas

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of priyanka_sareen
Sent: Thursday, March 13, 2008 4:40 AM
To: arslist@ARSLIST.ORG
Subject: Responded date field in 'incidents' form of Incident Mgmt 7.0.2

hi,

i am in process of setting up ITSM 7.x architecture.(worked on 6.3
application earlier)
In Remedy 6.3 Helpdesk aaplication, there were 3 system date fields :
Arrival time, assigned time, Resolved time.
In comparison to that, in Incident Mgmt 7.0.2, i can find Reported Date,
Responded date, Closure date etc..
As per my understanding, the responded date should be filled up
automatically as the ticket status changes to Assigned or with any valid
value in Assignee+ field.
But its not happening everytime, sometimes it is blank even if ticket is
with a particular support person.
Plz help me understand the logic behind value of responded date.


--
View this message in context: 
http://www.nabble.com/%22Responded-date%22-field-in-%27incidents%27-form-of--Incident-Mgmt-7.0.2-tp16024124p16024124.html
Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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ITSM7/BMC Data Loader--Extra Precaution

2008-03-11 Thread McClure, Don
We have just determined another 'feature' in subject tool.  Details:

Column BG of '02 CTM-People', located in People.xls, designates 'Unrestricted 
Access'.
Column is NOT color-coded, and specifically labelled optional; further 
instructions
declare, it must be entered as 0 or Yes if used.  We imported ca 250 users 
to various
companies/organizations in a multi-tenancy environment, leaving this column
blank (and re-checking the *.csv to make certain it was, indeed, blank!).

To our surprise, these users were created with Unrestricted Access in their
USER record, even though CTM:People displayed the related box as unchecked--
in fact, CTM:People showing no groups at all.  Further, the import/promote 
scheme did
NOT assign the expected 'Global Access' group--with its attendant 'modify field'
disconnects.  I do realize that our importation of people intending to make 
them support
staff, without creating templates first, is inconsistent with instructions for 
this product.

pseuo-rant
On prolonged usage, this product reminds me of a frequent note I've heard, as 
aircrew,
from air traffic controllers: Aircraft ZZ, cleared for takeoff.  Caution, wake 
turbulence
from departing heavy jet, parallel runway, one mile in lead.  Aircrew is 
legal for
takeoff, all right, but CRAZY to actually use that clearance without waiting at 
least
three minutes for the wake turbulence to settle!
/pseudo-rant

Don W. McClure, P.E.
Data Administrator  System Engineer
University of North Texas Computing  IT Center
dwmac_at_unt.edu
940.565.3287

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Re: Question: ITSM 7 (patch 6) - Migration

2008-03-10 Thread McClure, Don
This is a 'rest-of-the-story' addendum to Christopher Strauss' answer below:



- Data for the items mentioned were extracted by pertinent reports (from user 
client,

  via *.csv), then loaded  into BMC FDMT spreadsheets

- Some normalization/'vetting' was also performed during such process, with

   spreadsheet columns providing good reminders as to 'required' vs 'optional'

  fields

- Company, Location, People Locations were loaded first, staged then promoted,

  basically in one pass-- then contents were re-checked for proper laydown

- Support Group, Business Time, Business Holidays were loaded next, with similar

  re-check after importation/promotion

- Operational/Product Catalogs were loaded in third pass--and rechecked

- Support Staff were then loaded, declared as support staff--but without 
allocation

  to support groups or roles (would require pre-declaration of specific 
template,

  counter-productive in our environment -- ca 270 support staff filling over 100

   combinations of roles/groups, so 'template creation' would double the effort)

- Support staff were associated to Support Groups, roles, and application 
permissions

   by hand--and assignment/ownership rules built by hand as well.



Chris Strauss' observation is most appropriate--best advantage over by-hand 
loading

is replicability in case of database rollback, at least in for our data 
profile.  Batch-loading

probably does same some time over repetitive single entries-although 
quantification

may be difficult.  The spreadsheets do provide useful  'scripts' for data 
normalization/fusion

--a process which needs to happen for proper ITSM feeding, whether many 
organizations

will admit such or not.   I envision that the penalties for NOT performing 
careful

normalizing/fusion increase greatly if CMDB is utilized--'unwashed' data makes

reconciliation much more difficult.



Rick, we did not succeed in executing the Effective Datalink tool through all

its paces-would not run from client workstation, at least in our environment-

but I have successfully used the BMC tool for post-initial-run addenda.

The file handling is roughly equivalent for both environments, given that one 
must

follow approximately the same path with both tools (again, in our environment):

--prepare spreadsheets on client desktop, with converion to *.csv files for 
arimportcmd

--transfer *.csv files to server, to arimportcmd.exe can find them

--execute arimportcmd-based batch file, importing data to staging forms

--examine data in staging forms

--validate/promote when satisfied with content.



Quick and easy?  Not by any stretch.  But process is replicable, with numerous 
checkpoints.

Don W. McClure, P.E.
Data Administrator  System Engineer
University of North Texas Computing  IT Center
dwmac_at_unt.edu

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Monday, March 10, 2008 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: ITSM 7 (patch 6) - Migration

** Chris, you know Don better than I do, but I thought that Don preferred to 
use the Effective Datalink tool over the BMC one, especially for maintenance 
data updates.  Have either of you found it useful for migration purposes vs. 
other means?

Rick
On Mon, Mar 10, 2008 at 8:18 AM, T. Dee [EMAIL PROTECTED]mailto:[EMAIL 
PROTECTED] wrote:
Thanks!

On 3/10/08, strauss [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote:
 Don McClure can answer this in _much_ more detail, but he was able to
 extract some of the foundation data from development, insert it in the
 spreadsheets for loading via the Foundation Data Management Tool, and
 get it validated and promoted.  I know we used it for loading Company,
 People Organization, Location, Support Group, Business Time, and
 Operational and Product Catalogs. There are so many problems with that
 particular tool, however, that you may find that it is more trouble than
 it is worth.  We found it useful in that if we did not like how the data
 laid down we just restored the db to the previous snapshot, adjusted the
 data, and tried again.

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

  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of T. Dee
  Sent: Monday, March 10, 2008 10:04 AM
  To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
  Subject: Question: ITSM 7 (patch 6) - Migration
 
  I'm curious as to how others are migrating their foundation
  data / setup data for ITSM 7 from their Development Server to
  their Production Server.
 
  Thanks!
 
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ITSM Data Management Tool--Part II

2008-01-23 Thread McClure, Don
Abstract:  Further precautions users should observe concerning this product.

Full Disclosure:  Additional notes on usage of ITSM Data Management Tool (DMT), 
as used in ARS7x/ITSM7y/CMDB2.z

-  Handling of individual sheets relies on an Excel function to find 
indefinite limit of user-entered data (colloquially, lower-right corner).  Most 
individual sheets require a 'status' field as the far-right column:  an integer 
'1' is required for entry to be regarded as 'Enabled'. Functionality has 
mis-behaved on my destkop if this is text rather than integer-function to find 
'lower-right' corner allowed individual rows to be duplicated or deleted 
non-compliant with user input
-  'Location' spreadsheet requires user data inputs those specifically 
identified in workbook directions.Any company to be mentioned on sheet 5 
SIT:SiteCompany Association, must also be listed in 04:Sit:SiteGroup AND 03: 
CTM:Region for region- and site-group to be considered valid for that 
site:company relationship.
-  Holiday Dates:  ITSM-target form expects date as mm/dd/yy only-no 
four-digit year, and all months/dates must have TWO digits.  Excel often 
truncates the leading zeros for month and day; import of the resulting *csv 
could leave six-digit dates which will validate in staging form-but not promote 
to underlying target (potentially filling arerror.log with 'data error'-type 
entires!)

Again-user beware!!


Don W. McClure, P.E.
Data Administrator  System Engineer
University of North Texas Computing  IT Center
dwmac_at_unt.edu
940.565.3287


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ITSM7 Data Management Tool

2008-01-16 Thread McClure, Don
Abstract:  Beware of this product.  It may not be a good fit for your logical 
environment, consuming more work than manual entry for similar data-your 
mileage may vary.

Full Disclosure:  We are implementing and fielding ARS7x/ITSM7y/CMDB2.z via an 
architecture previously described at length by Dr. Christopher Strauss.  The 
ITSM Data Management Tool (DMT) was exercised and following observations were 
developed.

-  workstation portion of DMT is a collection of spreadsheets and 
conversion macros-translation: must run on machine with Microsoft Office (not 
on any of my servers, be design!!!).   Text files in *.csv format are then 
transferred to server for usage by batchfile-driven importcmd.exe.
-  Foundation data handling is straightforward for companies, 
locations, organizations, support groups, business times, holidays.  Next, the 
fine print--CAUTION:
-  Conversion macro caused individual data values to be enclosed in 
quotation marks within the csv, with other attendant string-handling issues, 
all inconsistently. Behavior was prevalent whenever  and / were used 
within data, but data containing those were NOT the only quoted strings, and 
were not always quoted themselves (Excel behavior, not peculiar to DMT)
-  Conversion macros created duplicate records in the csv from a single 
xls row, also inconsistently, and rows with above-mentioned characters were 
generally not the offenders.  Data-and conversion-inconsistencies disappeared 
with renaming of groups/organizations to remove the two offending characters.
-  Support Staff creation pose further cautions.  Designation of a user 
as 'support staff' is only justified by user's efforts in a support group, not 
presence in a particular organization/department, at least in our 
environment-and this tool proved extremely awkward trying to handle our 
particular relationship structure.
-  Candidate support staff records are created by template only (design 
of DMT), with said template overriding any other information keyed to the staff 
record itself
-  Support-staff template must also be unique for 
role-to-privilege-to-org/department combination (note-neither support group nor 
company accesses are even mentioned, and mechanism for granting multiple group 
memberships to one individual is cumbersome) (finally---end of CAUTION, from 
above)

The last two points combine for implication: this DMT topology (for support 
staff) might be useful for large numbers of staff in small number of support 
groups (beware, though-a workstation running Excel must gracefully sort and 
convert that large spreadsheet to multiple csv-files in one operation-and 
fifteen separate pages are involved!!). Our environment is approx 300 support 
staff in 93 support groups, and would require over 200 distinct templates.  
Further, the functions of our support groups are both distinct and disjoint, 
while sharing common members.  Yes, that means many support staffers provide 
more than one support-staff function, not unusual for an educational 
environment. Example:  one particular company employs eleven support staff who 
monitor eight activities; each activity is sufficiently unique to qualify for 
separate 'support group' status; and, each individual asserts a unique 
combination of groups monitored.  Therefore, my support-staff effort would 
require eleven templates just for that one company-one template per person, and 
twenty other operating companies to go.  I cannot see the value of creating 
numerous templates which will be used one time only, versus creating staffers 
directly-the DMT effectively multiplies(not reduces!) workload of CREATING 
support staff. The support staff paradigm herein described *might* make sense 
if template-uniqueness were tied to support-group combinations, not 
departments.  Finally, the DMT may/may not exhibit aforementioned misbehaviors 
in other environments.

Our usage of this DMT will probably be limited to data in first bullet above 
only.   Customer-CTM:People records are created/maintained by a customized 
importation with daily updates, so the DMT People capability is not applicable 
to this University, *except* for support staff, and this DMT will therefore not 
be used for people.  What a shame-support-staff management was our initial 
motivation for examining this product at all!!


Don W. McClure, P.E.
Data Administrator  System Engineer
University of North Texas Computing  IT Center
dwmac_at_unt.edu
940.565.3287

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Re: Data Management Administrators Guide

2007-12-12 Thread McClure, Don
Caution: the Effective Technology literature says it is not intended for 
support staff, due to
complexity of permissions/roles/accesses.  Frankly, I have examined both the 
EffectTech
product, and ITSM P9003;  both appear to have their strengths for Remedy 
'customers',
but neither presents with a definite advantage in managing support staff 
(perhaps, due to
complexity of our environment).  I have used both EffectTech and the ITSM suite 
to load
other data (companies, locations, organizations, support groups), in a 
multi-tenancy
environment (22 operating companies, 3 customer companies, 320 +/- 
organizations,
70 support groups with *relatively* distinct portfolios of responsibility).  
The 'support staff'
aspect is important for us, as student employees reflect a 20% turnover in our 
support staff
each year (sometimes, each semester!!).  We use another import method straight 
from
LDAP for our 128K authorized customers (Christopher Strauss adaptation)-and this
update is much more frequent than most Remedy systems will require.

For the Effective Technologies suite:  http://www.effect-tech.com/products.html

Please note-both EffectTech and ITSM packages are 'command wrappers' around
arimportcmd.exe; I have never seen a successful import from that command 
executed
on a WORKSTATION-but import is straightforward with all files and command on 
server itself.

Environment:

ITSM 7.0.02.006 (Incident, Problem, Change Management);
Remedy Knowledge Mgmt 7.1.01.001; Service Level Mgmt 7.1, AIE 7.1;
Kinetic Request 4.0.3, Survey Lite 4.0.3, Calendar Lite 1.0.1;
on AR Server, AREmail, Approval, Assignment, Mid-Tier, and Flashboards 
7.1.00.001
on: Win2K3 Ent x64 / SQL Server 2005 x64
WindowsXP and Vista desktops
(yes, this is Christopher Strauss' environment-his office is across the hall 
from mine!)


Don W. McClure, P.E.
Administrator  Engineer
University of North Texas
dwmac_at_unt.edu
940.565.3287

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Marc Bowen
Sent: Wednesday, December 12, 2007 9:15 AM
To: McClure, Don; arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide

**
Do you know the name of the product?  I am on www.effectivetechnology.ca and 
cannot find any product information.


Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED]mailto:[EMAIL PROTECTED]

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Re: Data Management Administrators Guide

2007-12-12 Thread McClure, Don
Further clarificationwe certainly do not allow anyone other than an admin 
to enter config data.  Ever.

My observation is only that:  BMC advertises this tool as running from the 
desktop.
Effective Technologies implies that the executable may be run on either desktop 
or server.  In fact, BMC's
documentation recommends installing on the desktop. I have only witnessed the 
executable working successfully
executed on the server itself, no desktop involvement (other than a remote 
log-in session).

Don W. McClure, P.E.
Administrator  Engineer
University of North Texas
dwmac_at_unt.edu
940.565.3287

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Rick Cook
Sent: Wednesday, December 12, 2007 10:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide

**
You're correct, Don.  Any bulk data loading into ITSM, regardless of the tool 
or method, should be done by the Data Administrator(s) of the system, not the 
Support Staff.  Most of us have seen (and those who haven't, take heed) ITSM 
configuration data run amok because of insufficient controls around the ability 
to add/modify configuration data.

Rick

On 12/12/07, McClure, Don [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote:
**

Caution: the Effective Technology literature says it is not intended for 
support staff, due to complexity of permissions/roles/accesses.  Frankly, I 
have examined both the EffectTech product, and ITSM P9003;  both appear to have 
their strengths for Remedy 'customers', but neither presents with a definite 
advantage in managing support staff (perhaps, due to  complexity of our 
environment).

I have used both EffectTech and the ITSM suite to load other data (companies, 
locations, organizations, support groups), in a multi-tenancy environment (22 
operating companies, 3 customer companies, 320 +/- organizations, 70 support 
groups with *relatively* distinct portfolios of responsibility).  The 'support 
staff' aspect is important for us, as student employees reflect a 20% turnover 
in our support staff each year (sometimes, each semester!!).  We use another 
import method straight from LDAP for our 128K authorized customers (Christopher 
Strauss adaptation)-and this update is much more frequent than most Remedy 
systems will require.

For the Effective Technologies suite:  http://www.effect-tech.com/products.html

Please note-both EffectTech and ITSM packages are 'command wrappers' around 
arimportcmd.exe; I have never seen a successful import from that command 
executed on a WORKSTATION-but import is straightforward with all files and 
command on server itself.

Environment:

ITSM 7.0.02.006http://7.0.02.006/ (Incident, Problem, Change Management);
Remedy Knowledge Mgmt 7.1.01.001http://7.1.01.001/; Service Level Mgmt 7.1, 
AIE 7.1;
Kinetic Request 4.0.3, Survey Lite 4.0.3, Calendar Lite 1.0.1;
on AR Server, AREmail, Approval, Assignment, Mid-Tier, and Flashboards 
7.1.00.001http://7.1.00.001/
on: Win2K3 Ent x64 / SQL Server 2005 x64

WindowsXP and Vista desktops (yes, this is Christopher Strauss' environment-his 
office is across the hall from mine!)

Don W. McClure, P.E.

Administrator  Engineer

University of North Texas

dwmac_at_unt.edu

940.565.3287



From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Marc Bowen
Sent: Wednesday, December 12, 2007 9:15 AM
To: McClure, Don; arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Data Management Administrators Guide



**

Do you know the name of the product?  I am on www. 
effectivetechnology.cahttp://effectivetechnology.ca/ and cannot find any 
product information.



Marc Bowen
Remedy Skilled Professional
[EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
__20060125___This posting was submitted with HTML in it___

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