Re: SLA Targets and Daylight Saving Time (DST)
Thanks very much for the info. In this instance there is 1 business entity per SLA, and 1 SLA for each country. Each business entity contains 2 time segments, 1 for office hours, and 1 for holidays (Available Unavailable). Both entities use the same timezone for that region. This is where I lose the plot. there are only a limited number of timezones in the time segment drop down. 1. Does anyone know if this covers Daylight Savings for each every country? 2. How can I be sure I have chosen the correct timezone for a specific country? Is there a list somewhere showing which timezone should be used for which country? A country list showing GMT/UTC is available from a search engine, but there seems no way to map these back to Remedy timezone values in many cases. If someone could answer these questions, then the full understanding will be complete! Mike On Thu, Sep 13, 2012 at 8:59 PM, Goodall, Andrew C ago...@jcp.com wrote: ** I believe that the calculations are done by the business rules engine, i.e. slmbrsvc.exe on windows The business rules engine runs on the server, so it uses the DST logic on the server whether unix or windows, so as long as your server is patched and up to date with latest OS patches then you should be good to go. The SLA just needs to contain the appropriate business entity in “Goals and Cost” à Business schedule, and it is here you could have the problem. If you have one SLA but multiple business entities then you can’t hard code the entity in the SLA it needs to be dynamic value “use on App Form” à see App Admin Console à Service Level Management à Data Sources àMSP/Business Time à Fields For Business Time. Otherwise you would need an SLA per business entity if you’re going to hardcode it. Regards, *Andrew C. Goodall* Software Engineer Development Services ago...@jcpenney.com *jcpenney* 6501 Legacy Drive Plano, TX 75024 jcp.com *From:* Action Request System discussion list(ARSList) [mailto: arslist@arslist.org] *On Behalf Of *Mike Buck *Sent:* Thursday, September 13, 2012 2:42 PM *To:* arslist@arslist.org *Subject:* SLA Targets and Daylight Saving Time (DST) ** Hi All I am hoping there are some experts out there who are familiar with how this is implemented (ITSM 7.6.04). As we know building an SLA requires the need for Time Segments: Available (office hours) Unavailable (holidays). Time Zone (i.e. GMT+2) is set in the Time Segment for the Requesters Country in question. Time Segments are then association with a Business Entity, and the Business Entity is finally associated with the SLA. These are some of my questions: 1. How does Remedy take care of DST in specific countries? 2. How does it know, assuming it does know, which DST offset to apply and when? 3. Does anything need to be configured for DST so that it gets applied to the SLA Target? Thanks very much Mike _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
SLA Targets and Daylight Saving Time (DST)
Hi All I am hoping there are some experts out there who are familiar with how this is implemented (ITSM 7.6.04). As we know building an SLA requires the need for Time Segments: Available (office hours) Unavailable (holidays). Time Zone (i.e. GMT+2) is set in the Time Segment for the Requesters Country in question. Time Segments are then association with a Business Entity, and the Business Entity is finally associated with the SLA. These are some of my questions: 1. How does Remedy take care of DST in specific countries? 2. How does it know, assuming it does know, which DST offset to apply and when? 3. Does anything need to be configured for DST so that it gets applied to the SLA Target? Thanks very much Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Form History Corruption
Hi Everyone A character ‘ was entered in error instead of ' into the Form History, and this is causing XML corruption (in Panacea). Exporting the form as a def and replacing the character, re-importing, causes –to appear in numerous form and object history entries. This form has since beeen updated by a number of developers, along with form history. Has anyone run into this before or have any ideas on how this can be fixed without having to reapply all the development history changes? Thanks very much Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Form History Corruption
Hi there Thanks, I have tried a normal def export, replacing the character, but on re-import the history gets corrupted in numerous places:( On Wed, Aug 17, 2011 at 1:30 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Have you tried exporting to normal def and replacing it instead of xml def? ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Mike Buck *Sent:* Wednesday, August 17, 2011 6:17 AM *To:* arslist@ARSLIST.ORG *Subject:* Form History Corruption ** ** ** Hi Everyone A character ‘ was entered in error instead of ' into the Form History, and this is causing XML corruption (in Panacea). Exporting the form as a def and replacing the character, re-importing, causes –to appear in numerous form and object history entries. This form has since beeen updated by a number of developers, along with form history. Has anyone run into this before or have any ideas on how this can be fixed without having to reapply all the development history changes? Thanks very much Mike _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARX File Reader Utility
Thank you I'll take a look. Kind regards On Sun, Jul 24, 2011 at 11:59 AM, Misi Mladoniczky m...@rrr.se wrote: Hi, We have a tool that can do something like that, and more. It is called RRR|ArxToHTML, and can be downloaded from: https://www.rrr.se/cgi/tools/main#rrrArxToHTML You will get the best result if you have a def-file with the form-definition, as it will allow the tool to sort field by the form layout, use labels instead of database names, selection field values etc. You will get a result list with the normal entry-list-fields and links to individual records. The quick way to use it to convert an ARX-file to a table is to run it like this: rrrArxToHTML.exe -a xxx.arx -glf ALL -l xxx.html This will create a single HTML-file with a table including all fields of the ARX-file. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. It would be SO good to view ARX files, without having to import to the target form, in order see all the data. Is anyone willing to share a utility, or build one to share, which will parse an ARX file and present it in an easy to digest form? The data could be presented with column headers in notepad for example, or even better in Excel (similar to how a CSV file is presented). This would be a really fantastic tool for code reviews and carry out pre-deployment checks. I really do hope someone is able to help:) Thanks very much Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ARX File Reader Utility
It would be SO good to view ARX files, without having to import to the target form, in order see all the data. Is anyone willing to share a utility, or build one to share, which will parse an ARX file and present it in an easy to digest form? The data could be presented with column headers in notepad for example, or even better in Excel (similar to how a CSV file is presented). This would be a really fantastic tool for code reviews and carry out pre-deployment checks. I really do hope someone is able to help:) Thanks very much Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Mid Tier Logging issue
To add to the band wagon I am working with a client using the latest Remedy version and UT has been band. I am sure BMC did the best job they could with the information stored in the Mid-tier, but the truth is the current solution is not workable. I copy paste from the browser output into wordpad, and then back into notepad to make the log more usable. However, browser logs are difficult to read and these are often not very helpful. Q1. Has anyone figured out how to enable filter browser logging? Since I can't get it to work from User Preferences. Active Links are fine, but no filters are listed in the browser log file. Any helpful ideas appreciated. Cheers Mike On Tue, May 10, 2011 at 4:40 PM, Andrew C Goodall ago...@jcpenney.comwrote: Yeah - that's what we have :) FUN - not. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Chowdhury, Tauf Sent: Tuesday, May 10, 2011 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Mid Tier Logging issue Throw in a true load balancing solution and then you need to look at multiple logs at once.. OUCH. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew C Goodall Sent: Tuesday, May 10, 2011 11:13 AM To: arslist@ARSLIST.ORG Subject: Re: Mid Tier Logging issue I concur - very frustrating working with midtier logging, this is going to get more and more visibility as clients are pushed to the web client and developers are forced to troubleshoot solely from the web client for ITSM 7.6.x + applications that are no longer supported in the thick client. David + Doug - I hope you're listening to your customers :) Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Tuesday, May 10, 2011 10:04 AM To: arslist@ARSLIST.ORG Subject: Re: Mid Tier Logging issue James, I have seen the same thing and know where you are coming from. The workflow logging from mid-tier need to be redesigned - it is not working very well. It might be working at design - the fact is that it is not doing a good job. With the User Tool workflow logging from the client was very easy. Moving everything into the browser - we need a good alternative. The current mid-tier workflow logging is not up to the job. I do think BMC Software is well aware of this. They own consultants are. A simple solution will normally work. Sadly it is often over engineered. ~ Terje From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On Behalf Of James Brockman [jbrock...@qmxs.com] Sent: 10 May 2011 15:20 To: arslist@ARSLIST.ORG Subject: Re: Mid Tier Logging issue So I finally heard back from BMC, and their response is (this is a direct quote from them) In review of the issue reported, please note, it is working as designed. Workflow logs will clear out on each form change. I have requested an RFE to redesign this functionality ... so that it works. James It's not a bug, it's a FEATURE Brockman From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of James Brockman Sent: Thursday, May 05, 2011 2:39 PM To: arslist@ARSLIST.ORG Subject: Mid Tier Logging issue ** Hi, list. It's been a while. I have an open ticket with BMC on this, but was wondering if anyone else had seen (or found a workaround) for this issue ARS 7.6.4, Mid Tier, IE8 -- when I do client-side logging through the Mid Tier, it sometimes* clears the contents of the log window, trashing the previous contents of the log. This makes troubleshooting client-side workflow almost impossible. In other words, on a complex action, you see scroll-scroll-scroll-scroll - WIPE - scroll. And after what was obviously a ton of workflow, there are a couple of dozen lines in your logging window. *usually on window open, but not neccessarily - it also seems to happen when an open window calls a Remedy form in a frame, like the Landing Console. Help? James Brockman ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are The contents of this e-mail and any attachments are intended solely for the use of the named addressee(s) and may contain confidential and/or privileged information. Any unauthorized use, copying, disclosure, or distribution of the contents
Re: Close Window Action - UT Browser behave differently
Thanks Joe for the info. The UT browser unfortunately do behave differently in this regard. I am investigating a work around using events and window IDs. Hopefully should crack it soon. Kind regards Mike On Mon, Mar 7, 2011 at 2:10 PM, Joe Martin D'Souza jdso...@shyle.netwrote: ** Is the Mid-Tier opening the window in a new window? Or is it opening it in the current window? If its opening in the current window, it is as designed. If the pop up is designed to open in a new window, then the result list window will not be impacted by closing that second window.. Joe *From:* Mike Buck beingmi...@gmail.com *Sent:* Monday, March 07, 2011 8:58 AM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Close Window Action - UT Browser behave differently ** Hi Roger Sorry, I should have mentioned its ARS 7.5. Any information would very much be appreciated. Thank you Mike On Mon, Mar 7, 2011 at 1:28 PM, Roger Justice rjust2...@aol.com wrote: ** What Version? -Original Message- From: Mike Buck beingmi...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Mar 7, 2011 7:09 am Subject: Close Window Action - UT Browser behave differently ** Good Morning! Has anyone come across the Close Window Action in an Active Link behaving differently? 1. Search a form (Infrastructure Change in this instance) to display a results list. 2. Double click a Results List entry and a Display Type Window pops up. 3. As part of the workflow an Active link finally performs a Close Current action. In the User Tool the Display Type Window closes, and this leaves the Results List untouched - Fantastic!!! However, in the Browser the Results List is also Closed -- Why the difference? Surely they should behave in the same way? Could anyone please shine a light on this problem? Thank you kind regards Mike _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
Close Window Action - UT Browser behave differently
Good Morning! Has anyone come across the Close Window Action in an Active Link behaving differently? 1. Search a form (Infrastructure Change in this instance) to display a results list. 2. Double click a Results List entry and a Display Type Window pops up. 3. As part of the workflow an Active link finally performs a Close Current action. In the User Tool the Display Type Window closes, and this leaves the Results List untouched - Fantastic!!! However, in the Browser the Results List is also Closed -- Why the difference? Surely they should behave in the same way? Could anyone please shine a light on this problem? Thank you kind regards Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Close Window Action - UT Browser behave differently
Hi Roger Sorry, I should have mentioned its ARS 7.5. Any information would very much be appreciated. Thank you Mike On Mon, Mar 7, 2011 at 1:28 PM, Roger Justice rjust2...@aol.com wrote: ** What Version? -Original Message- From: Mike Buck beingmi...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Mar 7, 2011 7:09 am Subject: Close Window Action - UT Browser behave differently ** Good Morning! Has anyone come across the Close Window Action in an Active Link behaving differently? 1. Search a form (Infrastructure Change in this instance) to display a results list. 2. Double click a Results List entry and a Display Type Window pops up. 3. As part of the workflow an Active link finally performs a Close Current action. In the User Tool the Display Type Window closes, and this leaves the Results List untouched - Fantastic!!! However, in the Browser the Results List is also Closed -- Why the difference? Surely they should behave in the same way? Could anyone please shine a light on this problem? Thank you kind regards Mike _attend WWRUG11 www.wwrug.com ARSlist: _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
PERFORM-ACTION-CHANGE-MODE
Hi All Does anyone know how to use the Run Process Command PERFORM-ACTION-CHANGE-MODE? The manual is unclear on the syntax. I have tried a few guesses, but no luck so far!! Any ideas or knowledge would very much be appreciated! Thank you Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
SLM Import/Export
Hi Everyone, I would be interested in hearing about your experiences in this area. I am struggling to import SLAs using BMCs Import/Export facility in the Aplication Administration Console in ITSM7.5 with the latest patch. Observations: 1. Measurement Milestone Templates import ok - great! 2. Action Templates never get imported 3. Some SLAs import, but none have any Actions (due to 2) 4. No SLAs get imported In all cases the logs say The value(s) for this entry violate a unique index that has been defined for this form. Analysing the logs there are numerous forms involved: SLM:Association SLM:MeasurementCriteria SLM:GoalSchedule SLM:RuleActionSequence SLM:RuleActionSetValueItem SLM:RuleAction SLM:RuleCondition SLM:RuleEventData SLM:RuleDefinition SLM:ServiceTarget SLM:Milestone The problem seems to originate from association records not getting deleted when a SLM deletes an SLA, but to identify these records and susequently delete them is a nightmare!!! It seems this problem has been around since 7.1 (perhaps before?) according to earlier ARSLIST submisisons. I have so far resisted logging this with BMC as this can be a time consuming process, but find it difficult to imagine that this has not already been submitted. If this has been around for so long, then why hasn't it been fixed - Perhaps BMC would like to comment on this? Based on you experiences I would like make an informed decision as to whether I am waisting my time using the BMC Import/Export tool, and move onto something that actually works. One alternative is to copy paste, but this is going to burn up the hours/days/months as the number of SLAs could run into thousands. Another alternative is to spend time analysing and fixing BMC's OOTB application, as this would be faster than a copy paste solution in the long term, but perhaps someone out there has done this already and is prepared to share the patch? Thank you for your time warm regards Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SLM Import/Export
Thank you Mahendra for responding. I should perhaps have mentioned that I have deleted all the sample SLM data including templates. On Thu, Aug 12, 2010 at 11:49 AM, Mahendra Mahalkar mahendra.mahal...@gmail.com wrote: ** Hi Mike, The index violation error may be for the sample data the few templates which are already there. At one of client, I had to delete the SLM sample data carried the export/import successfully. *Regards,* *Mahendra Mahalkar* On Thu, Aug 12, 2010 at 4:03 PM, Mike Buck beingmi...@gmail.com wrote: ** Hi Everyone, I would be interested in hearing about your experiences in this area. I am struggling to import SLAs using BMCs Import/Export facility in the Aplication Administration Console in ITSM7.5 with the latest patch. Observations: 1. Measurement Milestone Templates import ok - great! 2. Action Templates never get imported 3. Some SLAs import, but none have any Actions (due to 2) 4. No SLAs get imported In all cases the logs say The value(s) for this entry violate a unique index that has been defined for this form. Analysing the logs there are numerous forms involved: SLM:Association SLM:MeasurementCriteria SLM:GoalSchedule SLM:RuleActionSequence SLM:RuleActionSetValueItem SLM:RuleAction SLM:RuleCondition SLM:RuleEventData SLM:RuleDefinition SLM:ServiceTarget SLM:Milestone The problem seems to originate from association records not getting deleted when a SLM deletes an SLA, but to identify these records and susequently delete them is a nightmare!!! It seems this problem has been around since 7.1 (perhaps before?) according to earlier ARSLIST submisisons. I have so far resisted logging this with BMC as this can be a time consuming process, but find it difficult to imagine that this has not already been submitted. If this has been around for so long, then why hasn't it been fixed - Perhaps BMC would like to comment on this? Based on you experiences I would like make an informed decision as to whether I am waisting my time using the BMC Import/Export tool, and move onto something that actually works. One alternative is to copy paste, but this is going to burn up the hours/days/months as the number of SLAs could run into thousands. Another alternative is to spend time analysing and fixing BMC's OOTB application, as this would be faster than a copy paste solution in the long term, but perhaps someone out there has done this already and is prepared to share the patch? Thank you for your time warm regards Mike _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: User Tool On Win 7 64 Bit
If it helps I am using 7.5 patch 2 with no obvious problems. Installed ok. On Wed, Jun 23, 2010 at 6:41 PM, Sokol, Brian bso...@scholastic.com wrote: ** 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.com* http://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: SLM Import/Export
Thank you Anne for your email, a good sanity check. The reason as to why the BMC Import/Export tool fails to deliver has subsequently been uncovered. It all comes down to the Service Target 'SLM Id' which is a unique value on the SLM:ServiceTarget form which is automatically generated by BMC OOTB workflow. This value is preserved when you export and then import to another server. There are a number of senarious which make this tool of limited use: 1. SLAs added manually (or imported) to the target server which were not on the source server. This prevents a successful export/import. 2. To add to all the confusion, if SLAs have been manually deleted on any server, and a new ones subsequently manually added, their SLA Id's will be the same as the earliest deleted SLA Id's (it back fills). There is no garantee that a user (or different users) is going to repeat exactly the same sequence of deletions and additions on every server. So we end up with further differences between environments and the result is chaos. In truth the Import/Export tool is of no real use, unless you strictly manage the servers. SLA construction/build takes place on the Dev server, and subsequently exported imported to the remaining servers. This can only work if new SLAs don't get manually added to any of the other servers (excl Dev). You don't discover any of this until its too late If you need more challenges, then there are always the missing Actions on all of the imported SLAs which you will need to add manually. *The BMC Import/Export tool is now well overdue for some upgrading.* Kind regards On Thu, Aug 12, 2010 at 1:37 PM, Ramey, Anne anne.ra...@nc.gov wrote: ** If you have already imported ANY data in the past, you could easily be conflicting with it—not just SLAs or OLAs, but actions, milestones, templates, and all the little extra forms. Removing everything is exceeding difficult. Also, we use multi-tenancy and let the companies build their own targets and samples. Because of this some build directly in production others use UAT, so the numbers/record IDs that are used in UAT NEVER match what they will be in production. Because the import just imports the records from UAT exactly how they are, including the indexes, etc. instead of pushing the relevant info and making the system assign the appropriate values, we can never use the import/export for SLM. They made some improvements to this tool between 7.0 and 7.1—but not enough. I don’t know about 7.5, since we aren’t there quite yet. Anne Ramey *** *E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official.* *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mike Buck *Sent:* Thursday, August 12, 2010 7:18 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: SLM Import/Export ** Thank you Mahendra for responding. I should perhaps have mentioned that I have deleted all the sample SLM data including templates. On Thu, Aug 12, 2010 at 11:49 AM, Mahendra Mahalkar mahendra.mahal...@gmail.com wrote: ** Hi Mike, The index violation error may be for the sample data the few templates which are already there. At one of client, I had to delete the SLM sample data carried the export/import successfully. *Regards,* *Mahendra Mahalkar* On Thu, Aug 12, 2010 at 4:03 PM, Mike Buck beingmi...@gmail.com wrote: ** Hi Everyone, I would be interested in hearing about your experiences in this area. I am struggling to import SLAs using BMCs Import/Export facility in the Aplication Administration Console in ITSM7.5 with the latest patch. Observations: 1. Measurement Milestone Templates import ok - great! 2. Action Templates never get imported 3. Some SLAs import, but none have any Actions (due to 2) 4. No SLAs get imported In all cases the logs say The value(s) for this entry violate a unique index that has been defined for this form. Analysing the logs there are numerous forms involved: SLM:Association SLM:MeasurementCriteria SLM:GoalSchedule SLM:RuleActionSequence SLM:RuleActionSetValueItem SLM:RuleAction SLM:RuleCondition SLM:RuleEventData SLM:RuleDefinition SLM:ServiceTarget SLM:Milestone The problem seems to originate from association records not getting deleted when a SLM deletes an SLA, but to identify these records and susequently delete them is a nightmare!!! It seems this problem has been around since 7.1 (perhaps before?) according to earlier ARSLIST submisisons. I have so far resisted logging this with BMC as this can be a time consuming process, but find it difficult to imagine that this has not already been submitted. If this has been around for so long, then why hasn't it been fixed - Perhaps BMC would like to comment on this? Based on you
Re: ITSM7.5 Incident SLAs
That's really helpful Jiri, thank you! 1. I have gone throught he settings as you suggest, and it wasn't too far a drift. o Reset Goal for Same Request? = Yes (was No) o Allow Service Target to Re-Open? = No (was Yes) 2. I have now created the Groups and associated Service Targets as you suggest, as they were not defined before. The manual confirms the Reported Date+ is used for SLAs as they attach when the incident conditions like priority change. 3. The SLA Due Times using assigned groups with different business hours, are not correct. Not sure if I have wrong settings or if there is a bug here. I can provide more detail on this. 4. When the priority or assigned group (different business hours) changes, is it normal to see the previous SLAs getting met (or missed goal) and remaining visible on the table field? Is there a way to show only the latest SVT Title at anyone time 5. Following on from 4. When the assigned group changes and business hours change, the customer would like to see just one SLA present, rather than one or more Met and the latest In Process - Is this possible? 6. Also when new SLAs attach when priority changes, Progress is Attached and not In Process. This is despite the Start Condition is 'Status' = New for Resolution, and 'SLA Responded' = No for Respond. This is unexpected and a little strange! Any thoughts on this would be very much appreciated. Best regards Mike On Thu, May 20, 2010 at 3:33 PM, Jiri Pospisil jiri.pospi...@lchclearnet.com wrote: ** Mike, If that is the case, I can only think of checking/trying some of the following settings: - In data source Start Time for Request-Based SVTs = Reported Date + - on service target o Use Start Time as defined on the Application form – blank o Business Schedules – Use on App Form ticked o Group – Team Response (this you would need to define as a new group and it may be this setting that makes the time carry on rather than start from beginning again) o Reset Goal for Same Request? = Yes o Allow Service Target to Re-Open? = No Regards Jiri *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mike Buck *Sent:* 20 May 2010 15:17 *To:* arslist@ARSLIST.ORG *Subject:* Re: ITSM7.5 Incident SLAs ** Thank you Jiri, I really appreciate the time you took to respond. I actually tried something very similar to what you suggest, and made the Reset Goal for the Same Request When: 'TR.Assigned Group ID' != $\NULL$ and this works OK for the first group, but when I reassign to the next group with different (or the same) hours, the Due Date is too early, and I have no foggy idea why this is? I have double checked my data etc. Its possible that my settings are not correct, or that I am doing something wrong somewhere. Either that, or ITSM7.5 has a bug? Thank you again for your response. Kind regards Mike On Thu, May 20, 2010 at 2:51 PM, Jiri Pospisil jiri.pospi...@lchclearnet.com wrote: ** ++ Please Read The Disclaimer At The Bottom Of This Email ++ Mike, We are only on SLM 7.1, but we do something very similar here. What you seem to be missing is setting on the Data Source called *Reset Goal for Same Request When*. We have this set to 'TR.Assigned Group' != $\NULL$ AND 'DB.Assigned Group' != $\NULL$ This way it resets the target every time the assignee group changes, but not on incident submission. Hope this helps. Jiri Pospisil Remedy Specialist LCH.Clearnet http://www.lchclearnet.com/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mike Buck *Sent:* 20 May 2010 14:30 *To:* arslist@ARSLIST.ORG *Subject:* ITSM7.5 Incident SLAs ** Hi Does anyone know how to configure things so that the SLA re-attaches when it's re-assigned to another group? The new group's business hours (new group's Business Entity) should be used in calculating the new SLA Due Date. Currently Response and Resolution SLAs get attached to Incidents using the Reported Date as the start time, and SLA Due Dates get calculated correclty against the group's business hours/hols. The group's business hours/hols are defined in Segments, and associated with a Business Entity with the Entity Title matching the Group ID e.g. SGP1234. SLA/OLA Type Data Fields = 'Assigned Group ID' in the Target Data Source for HPD:Help Desk. Your help would be very much appreciated. Kind regards Mike PS. The documentation says a lot but lacks the clarity. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ * This email is intended for the named recipient(s) only. Its
ITSM7.5 Incident SLAs
Hi Does anyone know how to configure things so that the SLA re-attaches when it's re-assigned to another group? The new group's business hours (new group's Business Entity) should be used in calculating the new SLA Due Date. Currently Response and Resolution SLAs get attached to Incidents using the Reported Date as the start time, and SLA Due Dates get calculated correclty against the group's business hours/hols. The group's business hours/hols are defined in Segments, and associated with a Business Entity with the Entity Title matching the Group ID e.g. SGP1234. SLA/OLA Type Data Fields = 'Assigned Group ID' in the Target Data Source for HPD:Help Desk. Your help would be very much appreciated. Kind regards Mike PS. The documentation says a lot but lacks the clarity. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM7.5 Incident SLAs
Thank you Jiri, I really appreciate the time you took to respond. I actually tried something very similar to what you suggest, and made the Reset Goal for the Same Request When: 'TR.Assigned Group ID' != $\NULL$ and this works OK for the first group, but when I reassign to the next group with different (or the same) hours, the Due Date is too early, and I have no foggy idea why this is? I have double checked my data etc. Its possible that my settings are not correct, or that I am doing something wrong somewhere. Either that, or ITSM7.5 has a bug? Thank you again for your response. Kind regards Mike On Thu, May 20, 2010 at 2:51 PM, Jiri Pospisil jiri.pospi...@lchclearnet.com wrote: ** ++ Please Read The Disclaimer At The Bottom Of This Email ++ Mike, We are only on SLM 7.1, but we do something very similar here. What you seem to be missing is setting on the Data Source called *Reset Goal for Same Request When*. We have this set to 'TR.Assigned Group' != $\NULL$ AND 'DB.Assigned Group' != $\NULL$ This way it resets the target every time the assignee group changes, but not on incident submission. Hope this helps. Jiri Pospisil Remedy Specialist LCH.Clearnet http://www.lchclearnet.com/ *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Mike Buck *Sent:* 20 May 2010 14:30 *To:* arslist@ARSLIST.ORG *Subject:* ITSM7.5 Incident SLAs ** Hi Does anyone know how to configure things so that the SLA re-attaches when it's re-assigned to another group? The new group's business hours (new group's Business Entity) should be used in calculating the new SLA Due Date. Currently Response and Resolution SLAs get attached to Incidents using the Reported Date as the start time, and SLA Due Dates get calculated correclty against the group's business hours/hols. The group's business hours/hols are defined in Segments, and associated with a Business Entity with the Entity Title matching the Group ID e.g. SGP1234. SLA/OLA Type Data Fields = 'Assigned Group ID' in the Target Data Source for HPD:Help Desk. Your help would be very much appreciated. Kind regards Mike PS. The documentation says a lot but lacks the clarity. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ * This email is intended for the named recipient(s) only. Its contents are confidential and may only be retained by the named recipient(s) and may only be copied or disclosed with the consent of LCH.Clearnet Limited and/or LCH.Clearnet SA. If you are not an intended recipient please delete this e-mail and notify postmas...@lchclearnet.com. LCH.Clearnet Limited, LCH.Clearnet SA and each other member of the LCH.Clearnet Group accept no liability, including liability for negligence, in respect of any statement in this email. The contents of this email are subject to contract in all cases, and LCH.Clearnet Limited and/or LCH.Clearnet SA makes no contractual commitment save where confirmed by hard copy. Cet e-mail et toutes les pièces jointes (ci-après le message) sont confidentiels et établis à l'intention exclusive de ses destinataires. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, est interdite, sauf autorisation expresse de LCH.Clearnet Limited et/ou LCH.Clearnet SA. Si ce message vous a été adressé par erreur, merci de le détruire et d'en avertir immédiatement postmas...@lchclearnet.com. LCH.Clearnet Limited, LCH.Clearnet SA et les autres entités du groupe LCH.Clearnet Group, ne peuvent en aucun cas être tenues responsables au titre de ce message à moins qu’il n’ait fait l’objet d’un contrat signé. LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High Street, London EC3N 1EA. Recognised as a Clearing House under the Financial Services Markets Act 2000. Reg in England No.25932 Telephone: +44 20 7426 7000 Internet: http://www.lchclearnet.com LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre de Compensation conformément au Code Monétaire et Financier. * _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
ITSM7.5 SLA Due Date
Hi I am wondering if anyone has come across this before? An SLA attaches to an Incident and the Due Date does not take into account business hours for the assigned group, when viewed from the incident. However, looking at the workflow log, this filter fires: SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX This sets the SVTDueDate to a value using the correct Business Entity, and seems take business hours into account. No in depth analysis has been done at this point. APPLICATION SETTINGS ARE AS FOLLOWS: Service Level Management Configure Application Settings Data Sources - MSP/Business Time, SLA/OLA Type Reference Field = Assigned Group ID (for HPD:Help Desk) MSP = No Service Level Management Configure Business Time Shared Entity/Segments - In the Business Entity Entity Title = SGP (Group ID) This has an association with a Level 1 Time Segment providing M-F business hours. This is also used in the filter mentioned above. In the Service Level Management Console The Service Target has been built successfully with the following settings: Use Start Time as defined on the Application Form (this is configured as 'Reported Date+') Use on App Form tick box selected for the Business Entity I am wondering if this is known problem, or do I need to change some settings? --- Incident Management 7.5.01 patch 001 Service Level Management 7.5.00 patch 001 Windows Server 2003 --- Thanks very much Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Tool to Convert Business Time Holidays to Entities Segments
Hi ITSM 7.5 uses Business Time Entities and Segments and not the old Business Holidays forms for Assigned Groups in Incident Management. We have the old form data for each Assigned Group and need to convert this to the new Time Entities and Segments. I am wondering if anyone has built a Tool to carry out this conversion, and if you are also prepared to share your creation, then I would be most grateful. Thanks very much in hopeful anticipation Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Big fan of Remedy Developer Studio?
After using Developer Studio for some weeks now, my personal view is that it's not as productive as the old 'Admin Tool'. More mouse clicks to do the same thing extends development time. Some of the panes provide too much information and so it takes longer to hone in on the bits that need changing, adding in further time. Consequently it seems to take much longer to complete a development project. On the positive side Developer Studio has a nicer look and feel and some good features. However, it does need some changes to make it more productive. Cheers Mike On Tue, Feb 2, 2010 at 8:43 PM, Robert Page r.d.p...@btinternet.com wrote: Well I recently had to go back to the Admin tool from spending the last 12 months on dev studio and I did not enjoy it. I agree certain actions in the admin tool are a little quicker and dev studio has a few things they need to sort out, but I can leave them a side as the admin tool has many years of development behind it. Overall being able to have multiple different tabs with different form queries and lists of workflow makes it richer and I certainly find it easier to find workflow than I did in the admin tool. I look forward to seeing what else they can provide with it. Just my thoughts, we are all different so will have different views on the subject, this is up there with windows/unix, oracle/sql, one that will range forever more! Cheers Robert -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Terje Moglestue Sent: 02 February 2010 17:33 To: arslist@ARSLIST.ORG Subject: Big fan of Remedy Developer Studio? I can not make up my mind if I like it or not! I am sorry if this has been debated up and down in the past on the arslist? I find it quicker, faster and more effective to work within the old Remedy Administrator. There is some nice functionality within Remedy Developer Studio but in general everything takes longer time. Well - my fingers are more used to the Admin tool. Even so - I got better control and things are done quicker the old fashion way. It might be the displays! At home I got two 24 displays. At work I am only given one 17. Working in the Studio is more fun then - it almost requires some big screens to work with. Still - my preferred tool is Remedy Admin. Am I the only one who finds the transition to the Studio difficult? It is making the ARS platform more up-to-date but I think the Studio got a good way to go before it provides a good development environment. All the best Terje ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are No virus found in this incoming message. Checked by AVG - www.avg.com Version: 8.5.432 / Virus Database: 271.1.1/2662 - Release Date: 02/02/10 07:35:00 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
