SRM Approval
Hello I was wondering if anyone ever done customized approval process to SRM in which the requester answers a field and the approval process kicks in. The scenario is as follow: Requester selects windows system from a drop down, no approval is generated. However, when Linux or Unix, approval should be generated. I created a custom approval process with few rules as Get Authority, Prep Get and Get Next, but it doesn't seem to be working as needed. How can I not attach the approval to those requests that the user indicated a Windows System? SRM 7.6.04 Any thoughts will be appreciated -- Mohamed Abdelaziz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Dynamic Approver in SRM
Hello Folks, I have been trying to implement a dynamic approver in SRM but up until now no luck. The requirements are as follow: - Requester should be able to query the people form and select a name in one of the fields. This person should be designated as the approver of the SR. I know that I need to create a new approval process for SRM and two new rules. One for Prep Get Authority and another one for Get Next Approval. I have been trying to do that but with no luck. SRM 7.6.04 environment with MS SQL 2008 and ITSM 7.6.04 Any help or thoughts will be highly appreciated. Moe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Disable Resize of Display Only Form
Is there a way to prevent a display only form Dialog mode from being resized? Is there a way to just keep the x button to close the form and disable the minimize and maximize buttons as well as disableling the ability to resize the form? I looked at the properties of the form as well as the menu access and I don't think I came across any property that may achieve this. ARS 7.6.04 environment Thanks, Moe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Incident Integration to Another Help Desk Using TIBCO
Hi All, I am currently working to integrate Remedy Incident Management to a third party helpdesk tool using TIBCO and was wondering if anyone has done this before and can share any dos/don't and/or any gotchas that I need to be aware of. Thanks, Moe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy developers in NYC
Another one over here in NJ, too. -Original Message- From: Samuel J Albury III [mailto:sjalb...@dne-llc.com] Sent: Tuesday, November 27, 2012 12:43 PM Subject: Re: Remedy developers in NYC As a native New Yorker I wonder if you are counting Jersey. I can think of about 4 Developers in the NYC area. One is in New Jersey. ___ 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
SRM - Issue with Draft Records (ARERR-150)
Hello, As part of SRDs migration, I migrated all records we have in CFG Configuration AIF form from Dev to QA using arx format. Then, migrated all SRDs and related workflow. Now, everything seems to be working fine except when attempting to open an SR in Draft, I receive ARERR 150 A server name must be supplied in the control record. When I add the server name to the AIF configuration form, it works and let me open a Draft SR. However, upon closing the form, the AR Object List form pops up. I tried to delete the record from CFG AIF form and recreate it, but still behaves the same way. Has anyone encountered this issue before? Would really appreciate it if anyone can shed some light on what needs to be done to fix this issue. Thanks in Advance, Mohamed ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Data Management Tool in version 8 replaced by Atrium Integrator
This has been completely revamped from the ground up. -Original Message- From: Anand Sharma [mailto:anand.sha...@wipro.com] Sent: Monday, October 08, 2012 7:42 AM Subject: Re: Data Management Tool in version 8 replaced by Atrium Integrator Hi I believe there is no major change on most of the background forms and architecture in version 8 from version 7.6.04. In this case you can use DMT 7.6.04 to upload foundation data. Thanks, Anand -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil Sent: Monday, October 08, 2012 4:50 PM To: arslist@ARSLIST.ORG Subject: Data Management Tool in version 8 replaced by Atrium Integrator Hi all, It appears that in version 8 the data management tool has been replaced by the Atrium Integrator. I am trying to find any documentation on how to use it for foundation data load or updates, but so far with not much luck. Hop it is just me. Can anybody point me in the right direction, i.e. documentation describing how to use the Atrium Integrator to run the pre-defined transformations for loading foundation data. Thanks Jiri Pospisil A copy of the LCH.Clearnet e-mail disclaimer can be found at: www.lchclearnet.com/disclaimer/email 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. LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, Chambre de Compensation conformément au Code Monétaire et Financier. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are 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.com ___ 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: HTML Email Template with Arabic Font
You need to check and see if Arabic has been added to the OS. Also on your HTML, you need to define encoding as either UTF-8 or Windows 1256. From outlook you can also change the encoding as well. Moe. -Original Message- From: Vasanthan S [mailto:vasanth2n...@gmail.com] Sent: Thursday, September 27, 2012 3:48 AM Subject: HTML Email Template with Arabic Font Hi Team, Based on our Customer requriement we have created an HTML Email Template with Arabic font in the HTML page. The HTML email template is configured in the AR System Email Template form and created a filter and in the notify action linked the template created above. But When we receive the Email in OUtlook the Arabic font is not getting displayed properly. Appreciate your guidance on this issue Thanks in advance -- Thank You. Vasanthan S vasanth2n...@gmail.com ___ 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: SRM assign to submitter for On Behalf Of
I am wondering why do you need to do that? This doesn't even align with the tool/roles. Provided you can set the assignment of the Coordinator, that means you will grant everyone in your organization the Service Request Coordinator role. I assume that anyone can request on behalf of anyone in your environment. Usually, the coordinator should be a member of the Service Desk, a member of the fulfillment group that the request is going to or a special group with the coordinator role that is specifically responsible to oversea and/or monitor the request from end to end ensuring its completing and integrity. Moe From: Pierson, Shawn [mailto:shawn.pier...@sug.com] Sent: Friday, September 07, 2012 4:00 PM Subject: Re: SRM assign to submitter for On Behalf Of ** I haven't done that, but at least with an advanced interface form I believe that may be one of the (undocumented) things you can push to. I have an AIF that has some fields exposed to populate the Customer fields, so on this specific request anyone that has access to it can submit it on behalf of anyone else with a People record, bypassing the normal On Behalf Of functionality and permissions. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Friday, September 07, 2012 2:09 PM To: arslist@ARSLIST.ORG Subject: SRM assign to submitter for On Behalf Of ** Hello all, Best wishes for a lovely weekend! Until then however, I was wondering if anyone has some ideas on how to set the 'Coordinator' for a Service Request to the submitter of the request. It seems like this would be a standard option, that if you are going to submit a request on behalf of a customer, you would be the coordinator for that request. Has anyone pursued this? Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. _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
CMDB Recon
Is normalization required prior to identifying CIs so that relationships to softwareserver and applicationsystem get created when we reconcile? All relationships are there in BMC.ADDM with ReconID = 0. However these relationship are not being created in BMC.ASSET. The standard rule for the recon restricts the rule to Reconid != 0. Wouldn't we still be able to have a relationship between computersystem and softwareserver without the dependency relationship between softwareserver to products and the hostedsystemcomponent from computersystem to product if no normalization took place? Thanks, Moe ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: View Form
Yes, Joe is 100% correct. Remedy views support VARCHAR2 and NVARCAR2. From: Tommy Morris [mailto:tommy.mor...@pinebreeze.com] Sent: Thursday, April 05, 2012 3:44 PM Subject: Re: View Form ** Ok no big deal. I’ll look it up in BMC Docs instead of the help file. Unfortunately none of the data types that I’m trying to integrate is supported so I’m stuck anyway. At least it will open a good dialog with the third party software vendor. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, April 05, 2012 2:42 PM To: arslist@ARSLIST.ORG Subject: Re: View Form ** I assure you it is documented somewhere. I just do not recall where. In that documentation I recall that VARCHAR2 and NVARCHAR2 are the supported data types for character fields. If I come across it later I’ll update this thread.. Joe From: Tommy Morris mailto:tommy.mor...@pinebreeze.com Sent: Thursday, April 05, 2012 2:50 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: View Form ** The data is all nvarchar and numeric. I was just going through the Developer Studio help which is handy but not always helpful. It has nothing about support data types in the view form section. I am converting the fields that I want to utilize in Remedy as I build the view locally. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, April 05, 2012 1:39 PM To: arslist@ARSLIST.ORG Subject: Re: View Form ** Look at the documentation surrounding view forms.. they have supported data type.. varchar and nvarchar is not supported.. varchar2 and nvarchar2 in case of unicode is supported. I do not have the documentation handy to quote the exact pages and the text from it but I think its in either the Admin or the configuration guides.. So it’s a case of ‘working as designed’. You may have to do some type casting.. Joe From: Tommy Morris mailto:tommy.mor...@pinebreeze.com Sent: Thursday, April 05, 2012 1:18 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: View Form ** I spoke too soon. Remedy will only use the Integer fields in this view now. It doesn’t seem to like nvarchar. I will have to convert all the fields when I create the new view. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza Sent: Thursday, April 05, 2012 10:43 AM To: arslist@ARSLIST.ORG Subject: Re: View Form ** And views are generally preferable as if (for whatever reason) the underlying table gets renamed, you can still keep the same view name, and recreate the view, keeping the view form in the AR System intact.. This is specially the case if the view form is against an internal AR System table, where the table name across environments may not be the same depending on the method you use to promote your customizations or development to prod. Even if the table name is not the same, the view name stays consistent. Joe From: Grooms, Frederick W mailto:frederick.w.gro...@xo.com Sent: Thursday, April 05, 2012 11:36 AM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: Re: View Form ** View forms work against database views or database tables. Sometimes it is better to create local views for linked objects and create the Remedy View form against the local database view than it is to try to create the Remedy View form using the full linked name. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Thursday, April 05, 2012 10:27 AM To: arslist@ARSLIST.ORG Subject: View Form ** Will a view form recognize a database view or does it have to point at a table? I am trying to create a View form against a linked db object view but it does not seem to like the linked name that I am supplying. AR/CMDB/ITSM 7.6.04sp2 SQL 2012 Tommy Morris CMDB Certified Specialist Director of Remedy Integration Services http://www.pinebreeze.com/ Description: Description: cid:image001.png@01CCF6B9.D0C054F0 https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197URL=mailto%3atommy.morris%40pinebreeze.com tommy.mor...@pinebreeze.com 817.727.1021 – mobile 972.899.2366 - office 972.899.2898 - fax _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _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 attachment: image001.png
Re: Remedy 7.6.04- SRM is not generating INCIDENTs and WOs.
Open your CAI Plugin-registry form and create an entry for your CAI Plugin with at least 10 threads. This should resolve your issue. Moe -Original Message- From: Anshul Sangal [mailto:anshul_san...@dell.com] Sent: Monday, April 02, 2012 10:22 AM Subject: Remedy 7.6.04- SRM is not generating INCIDENTs and WOs. Remedy 7.6.04- SRM is not generating INCIDENTs and WOs. Remedy REQs stuck under Submitted. Some of the REQ actually took 21 hours to generate Incidents/Work Orders. Seeing issues where Incidents/Work Orders are not getting created. REQs stuck under Submitted. Requests after approval also are gettingstuck. In case anybody familiar with this issue and know the resolution, please update your comments here.Thanks in advance. ___ 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: error in work order
For some reason, this happens when you have two or more enabled profiles with the same First Name and Last Name. If you disable one of the profile, you will be able to bypass this error. Do active link logging and modify the workflow that fires the error message. Moe. From: Sam Anderson [mailto:samanderson...@gmail.com] Sent: Monday, March 19, 2012 4:26 PM Subject: error in work order ** Hi All, Require suggestion on the following.Getting error in work order when user tries to re-assign the ticket to someone from the same group.All the people in a particular group has the same permission and roles.ITSM 7.6.Error says Requested Foruser can't be uniquely identified from the list, please select user from the list . We get the error eventhough we search the people name from the list and choose it from the list. -- Thanks Regards Sam _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
SRM Read-Only Questions
Has anyone been successful in finding a way to provide a read-only question to the end user on an SRD? I know that it might not make sense but this is the situation we have. We have few questions on an SRD and we need to include a text field with a disclaimer for the customer to read it and confirm acknowledgement by checking a check box. The only caveat is that the text box cannot be read-only. It's either required, hidden or optional. Environment Specs: Oracle 10.2 SRM 7.6.02 ITSM 7.6.0 ARS 7.5.04 Regards, Moe. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Asset Invoicing
It's not worse customizing because it will be very short lived. We went down that route and customized it to fit our process, but later we purchased another third party tool such Ariba and now everything is done in Ariba. We only get the CI from Ariba and creates them in CMDB. From: lars.j.petters...@vattenfall.com [mailto:lars.j.petters...@vattenfall.com] Sent: Wednesday, February 29, 2012 5:16 AM Subject: Asset Invoicing ** Hi, has anyone been able to create an invoicing module of assets in the ITSM-system (7.6) with very few changes within the itsm-code. Something besides itsm handling the invoicing of assets. Assets are supposed to be connected to a paying unit, have a price which can easily modified, logic for initial cost and after that a monthly cost, file has to be created for R3, and excelfiles has to be created as specifications to the different customers. Each asset has to be connected to a project number, and a lot of other economy attributes, like order number. We have run this for many years in our home built system, but now it has to be done in itsm. Any feedback will be appreciated. L ars _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
Incident Scripts
Is there any reason behind the way BMC developed this piece as being locked/accessible only to explicit groups? In our situation, we have 214 support groups and we need to associate about 23 scripts. That means 23*214 = 4922 script mappings that need to be loaded into the system. Imagine if the number tripled, that means 69*214 = 14766 mappings. Does anyone else suffer from this limitation or restriction? Any work around or we need to do our own customization to make the each script available to all groups? ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Incoming Email Messages
We are trying to push all incoming emails to their associated tickets on the Work Log table. Is there any better way to parse the ticket # out of the subject other than the old way of including words that you would like to ignore in your qualification? Does the id get parsed out of the box? I looked for workflow that does that and did not find any. ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Incoming Email Messages
We are trying to push all incoming emails to their associated tickets on the Work Log table. Is there any better way to parse the ticket # out of the subject other than the old way of including words that you would like to ignore in your qualification? Does the id get parsed out of the box? I looked for workflow that does that and did not find any. ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz -- Mohamed Abdelaziz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Incident Scripts
Is there any reason behind the way BMC developed this piece as being locked/accessible only to explicit groups? In our situation, we have 214 support groups and we need to associate about 23 scripts. That means 23*214 = 4922 script mappings that need to be loaded into the system. Imagine if the number tripled, that means 69*214 = 14766 mappings. Does anyone else suffer from this limitation or restriction? Any work around or we need to do our own customization to make the each script available to all groups? ARS: 7.5.04 ITSM: 7.6.00 DB: Oracle 10g -- Mohamed Abdelaziz -- Mohamed Abdelaziz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Application-Bus-Time-Add Process
Can someone please tell me what's wrong with my set field action? time2 = $PROCESS$ @@:Application-Bus-Time-Add $Actual Start Date$ $SDP1_LeadTime_Sec$ 1 HolidayTime BusinessTime time2 is a date/time field If I attempt to run this from a filter, I keep getting cannot run process. If I omit the @@, I keep getting cannot find holiday tag. I have defined my holiday and my business time. -- Mohamed Abdelaziz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
BMC SLM 7.6.00 Service Target not to restart once met
Is there a way to configure service targets not to restart once the goal has been met for the first time? SLA restarts every time the criteria is met and overwrites the record in SLM:Measurements form. We currently measure our incident response time when Status = Assigned. The clock stops when status = In Progress. If the ticket gets reassigned, the status goes back to Assigned and the SLA restarts again overwriting the initial response time in SLM:Measurements. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Virtual SLA on TMS:Task
Since SLM does not come integrated out of box with TMS:Task, we created a virtual SLA in such a way that depending on the priority of the task, there's a lead time that gets associated with the task. Once the status of the task goes to Work in Progress, Scheduled Start Date is set to Timestamp and the Scheduled End Date is set to Timestamp + the variable that was associated with the task based on the priority selected. If the status changes to Pending, we track this time and then once it goes back to Work in Progress again, we update the Scheduled End Date accordingly. Right now, everything works fine. However, we discovered that those variables Lead Time assigned based on the priority selected, need to be based on Business days and not calendar days. How can we go about factoring in Sat and Sun in our lead Time? When the priority of the task is High: lead time is set to 20 days Medium: lead time is set to 15 days Low: lead time is set to 10 days ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
