Re: ServiceNow as SRM replacement? (marginally OT, sanity check)
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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Using ITSM Support Groups with AR System Roles
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ADDM
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
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
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 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ 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 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend
Re: xMatters / AlarmPoint
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, TX 78626-3832 USA Infrastructure Solutions - Network Applications _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are inline: image001.jpginline: image002.jpginline: image003.gif
Re: Incident Owner Team
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 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Overview Console error
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 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. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Overview Console error
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 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. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11
Re: Overview Console error 9( with forty lashes)
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. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: BMC Remedy Data Import Tool not launching
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: BMC Remedy Data Import Tool not launching
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug11 www.wwrug.comhttp://www.wwrug.com/ ARSList: Where the Answers Are _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.comhttp://www.wipro.com/ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: People belonging to Multiple Companies - Data Management Tool Spreadsheet ( People)
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 ___ NSUBSCRIBE or access ARSlist Archives atwww.arslist.org ttend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Strange Error (ARERR 326) on registration ticket.
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
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 *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.6.03 Licensing on Windows Server 2008 R2
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
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. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: User Tool On Win 7 64 Bit
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/ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Interview Questions - Please help
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ars 7.5 client / admintool - devstudio - Installation issues
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. -- Patrick Zandi _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Patrick Zandi _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Patrick Zandi -- Patrick Zandi _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITSM7.5 Data Management Tool--Specifically, Load Wizard
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Assigned license issue
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: IE8 on Remedy 7.1 Patch 6
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. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Product Categorizations and the Elephant Rhyme
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
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
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are inline: image001.jpg
Re: Incident Owner - ITSM 7.0.3 p8
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 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___
Re: OT: My New Job!
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) __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Permissions Issues - URGENT HELP NEEDED
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 [http://logos.firstrepublic.com/FRB.jpg] The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. This message cannot be guaranteed to be secure or error-free. First Republic Bank and its related entities do not take responsibility for, or accept time-sensitive instructions sent by email including orders, funds transfer instructions or stop payments on checks. All instructions of this nature must be handled by direct communication, not email. We reserve the right to monitor and review the content of all email communications sent or received. Emails sent to or from this address may be stored in accordance with regulatory requirements. First Republic Bank is a Division of Merrill Lynch Bank Trust Co., FSB __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Issue with some Users
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 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Lines of code in Remedy?
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) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of
Re: Renaming a company in ITSM 7
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 __Platinum Sponsor:
Re: OT: BBQ tour
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 __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ -- 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 Washington, or the State of Washington. They are my own. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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 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
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
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Please consider the environment before printing this e-mail. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Slightly OT--US Govt Security Clearances (was: Job: Two Openings ....)
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Bulk Data import in ITSM 7
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 __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___
Re: Responded date field in 'incidents' form of Incident Mgmt 7.0.2
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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM7/BMC Data Loader--Extra Precaution
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: ITSM 7 (patch 6) - Migration
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! __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers
ITSM Data Management Tool--Part II
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ITSM7 Data Management Tool
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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Data Management Administrators Guide
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] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Data Management Administrators Guide
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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
