Self Service User Licenses
My environment is 7.6.04 in windows w/ sql backend Where do I adjust the number of concurrent self-service user licenses? I have purchased additional self-service license packs and I want to update my system so we can allow for the additional users (non-support staff) to login in to self-service and leverage SRM. Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Load Balancer & Mid Tiers
A question regarding a Load balancer and multiple Mid Tiers Can I have multiple mid tiers point to 1 AR Server or do I need to have an AR Server for each Mid Tier? We are running the 7.6.04 from the Pre Config Stack Installer on a Windows 2008 Server with a SQL backend Thank you! -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Remedy 7.6.04 SQL Error Message
After installing Analytics and we are now seeing the following error message when trying to attach a file larger than 65536...any idea in SQL where to adjust this size constraint? "The SQL database operation failed. : The statement has been terminated.Length of LOB data (549551) to be replicated exceeds configured maximum 65536. (SQL Server 7139) (ARERR 552) " Remedy 7.6.04 SQL 2008 64 Bit Winodws 2008 Srv 64 Bit for App Server Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Support Group Assignment
Is there a way to configure Incident Assignment Rules (i.e. Round Robin) for some Support Groups and not others? For example, we want our Service Desk Tier 1 Support Group to leverage a Round Robin Assignment Rule but the Tier 2 Support Group would have no Incident Assignment Rules, and incident assignment would be handled manually. Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
BMC Remedy Cloud Solution & Development
Does anyone have any expierence working with the BMC's Remedy Cloud soultion BMC Remedy OnDemand and Developing Custom Apps to work with it? Is it difficult to Get the Deveolper Tools to work with their Cloud solution? Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Incident Mgmt Target Date Question
Our environment is Remedy ITSM 7.6.04 I am wondering how the Target Date on an Incident Request can be automatically set based on our service target/SLAs/OLAs definition in SLM? I am going through the SLM configuration process and I am not seeing where I can configure this? Thoughts? Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
CI Type Reassignment Question?
We have some assets that were assigned to the wrong CI Type, does anyone know how to reassign an assests' CI Type? Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Secure LDAP and 7.6.04
I am trying to configure SLDAP and I am running into some issues with simply configuring the NSS Tools from Mozilla based on their documentation. Has anyone configured SLDAP before and if so, I am looking for better documentation for configuring this...our environment is 7.6.04 on windows 2008 64 bit server with a SQL 64bit db Here is the doc I am working from: -- Troubleshooting SSL with Certutil (updated 03/23/11-DR) This document contains steps that have been used to configure SSL for use with the Remedy AREA and ARDBC LDAP plugins. Most of the information in this document is supported by the individual 3rd party vendors, not BMC, but has been provided as a convenience to the customer. These steps were written from a Windows Server perspective but should be applicable, with some interpretation, to most Unix platforms. -Certutil Documentation http://www.mozilla.org/projects/security/pki/nss/tools/certutil.html -Certutil Related Libraries and Executables For ARServer 7.5 and greater use: ftp://ftp.mozilla.org/pub/mozilla.org/security/nss/releases/NSS_3_11_RTM/ For ARServer pre-7.5 use ftp://ftp.mozilla.org/pub/mozilla.org/security/nss/releases/NSS_3_4_2_RTM/ A.To export a certificate from Active Directories for use with AR System: 1. From the Active Directory Controller, open the Certificates Console a. Run mmc b. Add Certificates Snap-In, local computer c. Locate the server certificate 2. Right-click on the certificate you would like to export, choose All Tasks, Export 3. From the Export Wizard, choose Base 64 X.509 (.cer) file and save it to the hard drive on the ARServer box. We will refer to this folder as “c:\cert” B. To generate a certificate that can be used by AR System for LDAP 1. Obtain the CERTUTIL utility from Mozilla a. Notes i. The standard Microsoft Windows CertUtil will not work since the AR System used Sun LDAP libraries ii. There will be four files from seamonkey that will be in place in the nss bin directory, libplc4.dll, libplds4.dll, libnspr4.dll, and nspr4.dll b. Use FTP to connect and download the following files (use the correct location for your particular Operating System) i. ftp://ftp.mozilla.org/pub/mozilla.org/security/nss/releases/NSS_3_11_RTM/WINNT5.0_OPT.OBJ/ ii. ftp://ftp.mozilla.org/pub/mozilla.org/seamonkey/releases/1.0.5/seamonkey-1.0.5.en-US.win32.zip iii. c. Unzip the nss-3.11.zip into a folder on the server called c:\nss-3.11 d. Open the seamonkey-1.0.5.en-us.win32.zip and extract the plc4.dll, nspr4.dll, and plds4.dll files, place these in the c:\nss-3.11\bin directory on the server. e. Create a copy of “nspr4.dll” and name it “libnspr4.dll” f. Rename “plc4.dll” to “libplc4.dll” Rename “plds4.dll” to “libplds4.dll” 2. Create the cert7.db or cert8.db file a. Create a folder called “c:\cert” (unless it was already created) b. Open a command window and change directories to “c:\nss-3.4.2\bin” c. Create the certificate store i.Certutil –N –d “c:\cert” 1. This creates the cert7.db file or cert8.db file depending on the version of certutil 2. –N is for new certificate and key database 3. –d specified the folder to locate the cert7.db file d. Add the certificate to the store i.Certutil –A –n certname –t “PTCu,P,P” –d “c:\cert” –a –i “exported cert file” For example: certutil -A -n astro -t "PTCu,P,P" -d "c:\cert" -a -i "c:\cert\astrocert1.cer" 1. This adds the exported certificate to the store 2–A is to add the certificate 3. –n is the nick name for the certificate (to be used later) 4. –t is the trust, Trusted, peer, Trusted CA to issue server and client certs, used for authentication 5. –d is the cert store location 6. –a is to use ASCII format 7. –i is the certificate file to import e. Validate the certificate i.Certutil –L –d “c:\cert” –n “certname” For example: certutil -L -d "c:\cert" -n "astro" 1. –L is to display information about certificate 2. –d is store location 3. –n is nickname for certificate (entered above) Example output: Certificate: Data: Version: 3 (0x2) Serial Number: 5e:c9:54:50:18:2a:bf:a5:43:17:25:6a:ff:3a:47:fa Signature Algorithm: PKCS #1 SHA-1 With RSA Encryption Issuer: CN=Astro CA, OU=Support, O=Remedy, L=Pleasanton, ST=CA,
Mapping Approvers to an AD HOC Change Process
Hello, I am wondering how to map approvers to an AD HOC Change Process...I see where I can do it and I follow the instruction in the guides to establish the approvers but for some reason when we run through the change request process there are no approvers identified and when that happen the change submitter can move their change req all the way through the change req process... thoughts? Thanks a lot, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
SRM 7.6.04 Question
Is there a way to map multiple question responses to the notes (detailed description) to an incident template through SRM,,,I would like to map 3 values to an incident...basically add them all to the notes(detailed description) of the incident...I realize that I can do this no problem with a work order but we are not leveraging that module just yet...and I know I can do it with an AIF but time is not on my side for that right now...thoughts? Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Product Catalog
I was wondering if anyone knows if BMC still plans on releasing a product catalog this month? I remember reading they were planning a release of a Product Catalog for 7.6.04 this month...does anyone have any insight on this? Thanks a lot -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Looking for Service Request Mgmt 7.6.04 Training
Does anyone know if there is training offered for Service Request Mgmt 7.6.04? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Port for Analytics
We are stading up Analytics for BSM Version 7.6.01 for ITSM Suite 7.6.04, in our Remedy environment we use portmapper...Does anyone know what port we tell Analytics to use? Do we leave it at 0 or do we set it to the port (port 111) of portmapper, or something else? Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
License Question
Does anyone have a good formula on how to estimate the procurement of remedy licenses, fixed vs. float? We are looking to add 200 IT staff to the Incident module in Remedy 7.6.04 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
User Login Error
I am running 7.6.04 on windows 2008 Server 64Bit (Preconfig Stack Install) with a SQL 2008 64bit Server...I have a user that constatntly gets the following error "“User is currently connected from another machine (ARERR 9084)” I have verified with him that he has not logged into any other computers ... If there anything I nned to do with this user's account to resolve the issue ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
LogIn ID
Hello Everyone, I am wondering if there is a way to change the Login ID on the user record in a Remedy 7.6.04 environment, for example we use part of the employees first and last name in the Remedy Login ID (The Remedy User Account is defined by the Active Directory account) when an employee's name changes we need to reflect this on the Remedy people record Login ID. Is there a way to safely do this? Thanks, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Configuration Management
Does anyone know if BMC has documentation on Configuration Management (CMS)? We own the ITSM Suite and we are starting to dig in to our company's configuration management process and was hoping to find some info on this and how Remedy recommends going about this work...I did search their download site and I am not finding any documention oh this topic. Thanks a lot -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Printing from Aeroprise
We purchased Aeroprise before BMC acquired the product and at that time we were under the understanding that we would be able to print to a barcode printer from Aeroprisewell we purchased some Zebra barcode printers and it doesn’t look like we are able to print from Aeroprise to our Zebra barcode printers...I am wondering in anyone knows a way to print from Aeroprise to a barcode printer? Thanks a lot, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Opp Cats Prod Cats for 7.6.04
We are looking to give our Operational and Product Categories a face lift and I was wondering if anyone out there had some examples they would like to share, I know BMC usually provides a download for Prod Cats through the epd site but currently they do not have any downloads available for 7.6.04 Thanks a lot!, -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Re: Remedy's URL
okay so I made that change and it threw an error page not found, do I also need to modify the default web path to reflect these changes in the ar server settings in order for the page to resolve? Thanks a lot for your help on this! -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
Remedy's URL
Hello, I am running Remedy 7.6.04 in a windows environment, and I am trying to find out in Tomcat how to change the defualt Remedy URL of http:// :8080/arsys/ to soething like http://remedy ... any ideas? Thanks! -Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: "Where the Answers Are"
