Unable to update 'Licenses Available' on System Software form
My asset team needs to be able to update the 'Licenses Available' field on the System Software form within ITSM 7.1.03 patch 6. I've updated the CMDB class attribute and gave permission to the Asset Admin and Asset User roles but that hasn't worked at all. I tried opening up the form in Remedy Admin tool but was unable to change permissions on that field. Does anyone know how to make this field read/write ? Currently we can only set a value when creating a new asset but then it's read-only. Thanks! Mike Pugh Senior Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (571) 296-7485 mike.p...@americansystems.com "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" -- LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: End of Life for BMC(R) Remedy(R) User (Windows-based client)
To be fair, just because the AR Server mid-tier is a POS doesn't mean current web browsers aren't ready or capable of handling a well designed ticketing system. Mike Pugh Senior Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (571) 296-7485 mike.p...@americansystems.com "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" -- LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. -- -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Friday, October 02, 2009 12:35 PM To: arslist@ARSLIST.ORG Subject: Re: End of Life for BMC(R) Remedy(R) User (Windows-based client) I guess that might be the end of the line for us - as long as the central helpdesk needs to have a support console and multiple tickets open simultaneously for a combination of walk-in customers, callers, and resolution transactions, the current crop of web browsers are completely inadequate for that purpose. We had them try to use the 7.1 mid-tier when we migrated to 7.x last year, and they gave it a full thumbs down on everything except speed. The helpdesk manager (and we in the admin shop) are fairly dependent on the rapid export of ad-hoc reported data to .csv for manipulation in Excel, and I don't see the web interface being adequate for that anytime soon. There will have to be some revolutionary changes in both web browsers and the mid-tier before abandoning the User Tool is anything but a pipe dream. 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 Jarl Grøneng > Sent: Friday, October 02, 2009 11:23 AM > To: arslist@ARSLIST.ORG > Subject: End of Life for BMC(R) Remedy(R) User (Windows-based client) > > BMC Remedy AR System 8.0.00 is expected to be the last major release > of AR System to include the Remedy User client. > > http://documents.bmc.com/products/documents/61/94/106194/106194.pdf > > -- > Jarl > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > 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" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Windows 7 x64 and Remedy user clients
Thanks for the info - we have been able to get the client (v7.1) to run by installing the software on a virtual box and then copying the install dir over to our local Windows 7 box - I was just hoping to get a proper install done. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Dennis Ruble Sent: Wednesday, September 09, 2009 9:16 AM To: arslist@ARSLIST.ORG Subject: Re: Windows 7 x64 and Remedy user clients Mike, We ran into the same thing on 7.5 with the disk space issue. I opened a call with BMC and got the following response: "Windows 7 falls under the "or higher release" part of the BMC compatibility Matrix and thus will be supported upon its GA release later this year. Note that since Windows 7 has not yet been released, it wouldn't be supported until Microsoft GA's it." An analyst here said he was able to get the 6.3 client to install. We did not try 7.1. Regards, Dennis Ruble Mike Pugh Sent by: "Action Request System discussion list(ARSList)" 09/09/2009 07:59 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Windows 7 x64 and Remedy user clients ** Has anyone successfully installed the User client on Windows 7 64-bit? I've tried running the install for 7.1 and it fails miserably, and then the installer for 7.5 (even while running as admin and w/ compatibility mode) can't properly calculate disk space and thinks there's 0MB available so it won't get far enough to install. Thanks Mike Pugh Senior Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com <http://www.americansystems.com/> phone: (703) 968-5265 mobile: (571) 296-7485 mike.p...@americansystems.com <mailto:mike.p...@americansystems.com> "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ Mike Pugh Senior Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (571) 296-7485 mike.p...@americansystems.com "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" <>
Windows 7 x64 and Remedy user clients
Has anyone successfully installed the User client on Windows 7 64-bit? I've tried running the install for 7.1 and it fails miserably, and then the installer for 7.5 (even while running as admin and w/ compatibility mode) can't properly calculate disk space and thinks there's 0MB available so it won't get far enough to install. Thanks Mike Pugh Senior Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (571) 296-7485 mike.p...@americansystems.com "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" -- LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Problem with Group Notification Workflow
Thanks so much, that took care of it! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kumar, Amita Sent: Tuesday, January 01, 2008 5:11 AM To: arslist@ARSLIST.ORG Subject: Re: Problem with Group Notification Workflow ** Mike, There is a regular form - 'CTM:SYS-Access Permission Grps' which can be used for fetching the right group ID against the 'Assigned Group ID'. Fetch 'Permission Group ID' from the above form using the qualification - " 'Support_Group_ID' = $Assigned Group ID$ " and use 'Permission Group ID' field for sending the notification. It works. Thanks, Amita Mike Pugh Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" -- LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. -- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Veeral Oza Sent: Tuesday, January 01, 2008 3:02 AM To: arslist@ARSLIST.ORG Subject: Re: Problem with Group Notification Workflow ** Hi, I hope this helps Findings: a) Group ID for CTM:Support Group and Group ID on group form are seperate entities. b) When a new Support Group is created on the CTM:Support Grroup form, a record is created in the Group Form as well. c) The Group name in the Group form contains the Group ID, which is an integer value. d) When any group notification is triggerred, the email engine looks up the Group name field of the Group form. e) The email engine does not find any match in the group form, because the group name field contains the group ID and not the group name. f) And therefore, group notifications fail. Workarounds: a) Modify the Group name on the Group Form: Instead of the Group ID, this field should be populated with the Group name. A filter can be written on the CTM:Support Group form, which modifies the Group form when any new group is created or modified. Short comings of this approach: Company1-> Org1-> Group1 and Company1->Org2->Group1 cannot exist togather. Group Name should be unique on Group form. b) If the Group Notification (sent to the Assignment Group) is to be fired from, say, HPD:HelpDesk, then create a new zTmp_GroupName field. On Submit and Modify of Assignment Group field, create a filter that reads the GroupID from CTM:SYS Access Permission form. You can query this form by specifying Company->Org->Group to get Group form's Group ID. In the Notify action, specify this zTmp field, instead of Assignment Group field. Short comings of this approach: The administrator has to be aware of such zTmp fields created for Group Notification purpose. Regards, Veeral Oza ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: Problem with Group Notification Workflow
George, I tried your suggestion with no luck. Now the message just appears with the Support Group ID in the Address. I also tried using the InstanceId from the CTM:Support Group form but that didn't work either. I'm going to try and dig around the Incident Management filters to see what it is passing in since that is working on our server. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Monday, December 31, 2007 10:11 AM To: arslist@ARSLIST.ORG Subject: Re: Problem with Group Notification Workflow ** Mike, The "Send To" field is resolved in a very strict way. From the Online Manual: Note: AR System resolves the contents of the User Name field by first checking for a matching request in the User form. If found, the notification is sent to that user. If not found, the server checks for a matching request in the Group form. If the name corresponds to a group name, the notification is sent to all members of that group. If no User or Group definition is found, the contents of the User Name field are used as is and treated as a guest user of the system. This all made pretty good sense before 7.0...now the "Group Name" that it's referring to here is going to be the GROUPID (eg: 100089) and not the actual name as you and I would LIKE it to be. I would suggest that you try sending your email to the Assigned Group ID instead of the name. Hope that helps, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] Mike Pugh Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Pugh Sent: Sunday, December 30, 2007 10:17 AM To: arslist@ARSLIST.ORG Subject: Problem with Group Notification Workflow I've created an escalation that should bring in a support group's name into a Notify action so that it e-mails all members of the group. For some reason it's not resolving the group name so it's not pushing the notification out to all of the group's members. I've double checked the group name several times and it's fine. Incident Management is able to send a group notification without a problem. I'm passing in $Assigned Group$ to the User Name property of the Notify action. It comes from a form I created and, for example, the form contains "Enterprise Systems" in that field, and I have an "Enterprise Systems" Support Group defined. I'm running ARS 7.1 and ITSM 7.0.02 patch 6. Does anyone have any clues? Thanks! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com <http://www.americansystems.com/> phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. __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" <><>
Problem with Group Notification Workflow
I've created an escalation that should bring in a support group's name into a Notify action so that it e-mails all members of the group. For some reason it's not resolving the group name so it's not pushing the notification out to all of the group's members. I've double checked the group name several times and it's fine. Incident Management is able to send a group notification without a problem. I'm passing in $Assigned Group$ to the User Name property of the Notify action. It comes from a form I created and, for example, the form contains "Enterprise Systems" in that field, and I have an "Enterprise Systems" Support Group defined. I'm running ARS 7.1 and ITSM 7.0.02 patch 6. Does anyone have any clues? Thanks! Mike Pugh Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" -- LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
Re: How do I remove the mid-tier hyperlink from system generated e-mails?
George, Thanks so much! That took care of it. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, December 28, 2007 10:31 AM To: arslist@ARSLIST.ORG Subject: Re: How do I remove the mid-tier hyperlink from system generated e-mails? ** Mike, What versions are you using? ARServer, ITSM Suite/Applications, Database? There's a checkbox on the filter that sends the notification to indicate whether or not to include that URL in the outbound message. If you're using 7.0.01 then you might look at the FILTER: NTE:NTS:Email_200_SystemNT and look at the NOTIFY action for the "Shortcuts" in the middle of that screen. I _think_ that's the one that would get it for you. Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] Mike Pugh Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Pugh Sent: Friday, December 28, 2007 8:54 AM To: arslist@ARSLIST.ORG Subject: How do I remove the mid-tier hyperlink from system generated e-mails? Hi, I need to remove the hyperlink to our Remedy mid-tier area that appears at the top of all the system generated e-mails (incident receipt confirmation, incident resolution, etc)? We don't want our customers logging into the mid-tier at this time. Any ideas? Thanks so much! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com <http://www.americansystems.com/> phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. __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" <><>
How do I remove the mid-tier hyperlink from system generated e-mails?
Hi, I need to remove the hyperlink to our Remedy mid-tier area that appears at the top of all the system generated e-mails (incident receipt confirmation, incident resolution, etc)? We don't want our customers logging into the mid-tier at this time. Any ideas? Thanks so much! Mike Pugh Software Engineer AMERICAN SYSTEMS 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] "Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards" -- LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" <>
