Re: Jr. Remedy Developer Needed
James, that's odd- I was cleared for a TS in 2002 while married to a Canadian citizen who didn't yet have a green card. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of VanSickle, James W Sent: Monday, January 26, 2009 12:20 PM To: arslist@ARSLIST.ORG Subject: Re: Jr. Remedy Developer Needed My information comes from security officials that I spoke with directly within the Pentagon and National Security Agency. Based on their policies, someone who presently does not have security clearance cannot be cleared if they are currently married to a foreign national. However, an already cleared individual is allowed to marry a foreign national, provided that individual does not spawn any red flags during the security review. This was around 2003 to 2004 so I am not clear on whether this policy was in place or heavily enforced before 9/11. However, the fact I was (and still am) married to a Greek national shut down my interview faster than I could say my own name. James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-263-9340 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Wheeler, Dylan Sent: Monday, January 26, 2009 11:14 AM To: arslist@ARSLIST.ORG Subject: Re: [ARSLIST] Jr. Remedy Developer Needed Where did you get that info from? I'm married to a foreign national and although it's inactive, I got my Secret clearance no problem. Dylan Quoting VanSickle, James W james.vansic...@contractor.cmc.com: Sorry, but you're not eligible. As a US citizen, I can't even be married to a foreign national if I want to get Secret or Top Secret clearance. James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-263-9340 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of kiran kodali Sent: Sunday, January 25, 2009 8:31 PM To: arslist@ARSLIST.ORG Subject: Re: [ARSLIST] Jr. Remedy Developer Needed ** Hi Abdullah, I am Kiran Kodali. I am interested in this position. I have one question, I am on my H1B, am i eligible for that Secret clearance? Plz let me know. Thanks. On 1/25/09, Abdullah Baytops ab...@thedigitalcorp.com wrote: ** Digital Foundation is looking for a Jr. Remedy Developer for a project located in the Washington, DC area. Person ideally should would have a Secret clearance but a the ability to be cleared will be fine. Looking for someone with experience in BMC Remedy 7.1 (Incident, Asset and Change Management) also experience with SQL Server 2005. Please send resumes and Salary requirements to ab...@thedigitalcorp.com . The position requires on-site support and remote work periodically. Thanks in advance __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ -- Regards, Kiran Kodali Ph: 940-231-8524 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ _ The sender of this e-mail is a contractor to Commercial Metals Company or subsidiaries (collectively CMC). The sender is not an employee of CMC and has no authority, express or implied, to bind CMC to any transaction or contract. CMC allows contractors to utilize this email address extension only in the course of providing services specifically covered by the terms of their engagement. No other use is authorized. CMC expressly disclaims liability for any unauthorized use. _ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are _ The sender of this e-mail is a contractor to Commercial Metals Company or subsidiaries (collectively CMC). The sender is not an employee of CMC and has no authority, express or implied, to bind CMC to any transaction or contract. CMC allows contractors to utilize this email address extension only in the course of providing services specifically covered by the terms of their engagement. No other use is authorized. CMC expressly disclaims liability for any unauthorized use. _ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers
Re: SSO with Tomcat/IIS on 7.0 RESOLVED
Thanks you all for your help this issue has been resolved Actions below Configurations for Mid- Tier server 1) Copy SSOAuthenticator.jar to Mid-Tier's WEB-INF\lib directory 2) Copy sso.properties to Mid-Tier's WEB-INF\classes directory 3) Make the following changes to Mid-Tier's config.properties file: Change: arsystem.authenticator=com.remedy.arsys.session.DefaultAuthenticator To: arsystem.authenticator=com.remedy.arsys.sso.SSOAuthenticator 4) Add the following property to the config.properties file: arsystem.authenticator.config.file=sso.properties 5) Open the sso.properties file in a text editor and configure appropriately arsystem.sso.username.method=remoteuser arsystem.sso.username.case=default arsystem.sso.username.remoteuser_remove_domain=T arsystem.sso.username.headername= arsystem.sso.username.attributename= arsystem.sso.authstring.method=default arsystem.sso.authstring.custom=default arsystem.sso.logging.debug=T 6) Update Tomcat.xml file Connector port=8009 tomcatAuthentication=false enableLookups=false redirectPort=8443 protocol=AJP/1.3 / The one you change is: tomcatAuthentication=true to tomcatAuthentication=false 7) Restart the Mid-Tier's Web Application Server (Tomcat). Configurations for Application server Setup for AREASSO Plugin: 1) If ars_install_dir is not the default (c:\program files\ar system), create the following environment variable: Name: ARSSO_CONF_FILE Value: path to ars\CONF\areasso.cfg 2) Copy path_to_areasso\Release\areasso.dll to ars_install_dir. 3) Copy path_to_areasso\Release\areasso.cfg to ars_install_dir\CONF 4) Make the following changes to the AR System configuration (ar.cfg) from within the Remedy Administrator tool: File Server Information Server Ports and Queues External Authentication Server RPC Program Number = 390695 File Server Information Configuration Cross Ref Blank Password = true 5) Open the areasso.cfg file in a text editor and configure Add Mid Tier IP addresses 6) Ensure areahub.dll file exists in your ARSystem folder where arserver.exe exists. If not, you can copy it from ..\arsystem\Plugins\areahub\winnt Add to ar.cfg file Plugin: areahub.dll Plugin: areasso.dll AREA-Hub-Plugin: areasso.dll AREA-Hub-Plugin: arealdap.dll 7) Restart ARServer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SSO with Tomcat/IIS on 7.0
Hi Alexander- Thanks a lot for the help! We got that bit in and are a bit further along now, but when logging in with domain credentials now we see the following errors in the midtier logs: Dec 15, 2008 8:33:09 AM com.remedy.arsys.goat.GoatException init FINE: Throw ARException - MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: Dec 15, 2008 8:33:09 AM com.remedy.arsys.log.Log log WARNING: Caught GoatException ARERR [623] Authentication failed at com.remedy.arsys.stubs.ServerLogin.init(Unknown Source) at com.remedy.arsys.stubs.ServerLogin.get(Unknown Source) at com.remedy.arsys.stubs.SessionData.getServerLogin(Unknown Source) at com.remedy.arsys.goat.Form.getServerLogin(Unknown Source) at com.remedy.arsys.goat.Form.checkAccess(Unknown Source) at com.remedy.arsys.goat.Form.get(Unknown Source) at com.remedy.arsys.stubs.HomeServlet.doRequest(Unknown Source) at com.remedy.arsys.stubs.GoatServlet.postInternal(Unknown Source) at com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source) at javax.servlet.http.HttpServlet.service(HttpServlet.java:689) at javax.servlet.http.HttpServlet.service(HttpServlet.java:802) at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:252) at org.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:173) at org.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:213) at org.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:178) at org.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:126) at org.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:105) at org.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:107) at org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:148) at org.apache.jk.server.JkCoyoteHandler.invoke(JkCoyoteHandler.java:199) at org.apache.jk.common.HandlerRequest.invoke(HandlerRequest.java:282) at org.apache.jk.common.ChannelSocket.invoke(ChannelSocket.java:754) at org.apache.jk.common.ChannelSocket.processConnection(ChannelSocket.java:684) at org.apache.jk.common.ChannelSocket$SocketConnection.runIt(ChannelSocket.java:876) at org.apache.tomcat.util.threads.ThreadPool$ControlRunnable.run(ThreadPool.java:684) at java.lang.Thread.run(Unknown Source) Caused by: MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: at com.remedy.arsys.api.Proxy.ARVerifyUser(Native Method) at com.remedy.arsys.api.ARServerUser.verifyUser(ARServerUser.java:707) ... 26 more Did you happen to run across this as well when you were working on it? Thanks! Chris Moore From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Zinoviev Alexander Sent: Monday, December 15, 2008 2:54 AM To: arslist@ARSLIST.ORG Subject: Re: SSO with Tomcat/IIS on 7.0 Hello, Chris, I resolved the same problem few months ago. 1) Check if ARS server is the part of domain. 2) Read an artice KB BMC ID: 102235 (it fixes tomcat authentification). 3) Change the authentification in IIS (it shoul not be anonimous) Hope this will help you, Alexander Zinoviev From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Moore, Christopher Allen Sent: Friday, December 12, 2008 8:06 PM To: arslist@ARSLIST.ORG Subject: SSO with Tomcat/IIS on 7.0 ** Hi everyone, We are having problems configuring SSO for mid tier 7.0 We have an unusual configuration; Tomcat is acting as a servlet for IIS. Windows 2003 Server, SQL 2005, ITSM 7.0. Steps completed: Read SSO whitepaper and multiple list entries as well as entries on BMC developer forum Followed instructions from Midtier_Area_sso_setup.doc from knowledgebase entry 20004182 We can successfully log into the client using external authentication Trying from the web we get Authentication failed Nothing shows up in the midtier logs or the arplugin logs Any suggestions? Anyone have a similar environment that has gotten SSO working properly? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives
Re: SSO with Tomcat/IIS on 7.0
Hey Alex/all, You said 1) put stringString ruser = request.getRemoteUser(); to the login_common.jsp file (initialize data section). Where in the file exactly should that go? Forgive my ignorance. We did add the part you suggested in #2. We do get the domain login screen (and did previously), however the credentials that work for the domain don't seem to work for ARS. Please see below: Authentication to AD via client = successful Credentials being passed from IIS into Midtier = successful Problem: We still receive authentication failed ( bad password) back when logging into the web via the portal although the same password is successful on the client. Verified that areasso plugin is running and read I had to cut a lot from the logs to get this email accepted- let me know if you need to see more. Thank you for any help you can provide! MidTier Log FINE: SSO: Property values were loaded. FINE: SSO: Remote User Name (including domain): txdcs\lowellw Dec 15, 2008 10:23:07 AM com.remedy.arsys.sso.SSOAuthenticator getUserName FINE: SSO: Using username default case. Dec 15, 2008 10:23:07 AM com.remedy.arsys.sso.SSOAuthenticator getUserName FINE: SSO: Authenticating with username: lowellw Dec 15, 2008 10:23:07 AM com.remedy.arsys.sso.SSOAuthenticator getAuthString FINE: SSO: Using AuthString: Qk1DIFJlbWVkeSBBUlN5c3RlbQ== Dec 15, 2008 10:23:07 AM com.remedy.arsys.session.Login establishSession FINE: Login: creating session Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.preferences.ARUserPreferences getPrefFromServer FINE: No preference server for this user txdcs\lowellw Using default preferences. Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.preferences.ARUserPreferences getPrefFromServer FINE: No preference server for this user txdcs\lowellw Using default preferences. Dec 15, 2008 10:23:08 AM com.remedy.arsys.session.Login initSessions FINE: Login: SessionId=22AD15E7ED0DDD188D02726F8CA9DDDB Dec 15, 2008 10:23:08 AM com.remedy.arsys.stubs.HomeServlet doRequest FINE: HomeServlet: URI=/arsys/home Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.preferences.ARUserPreferences getPrefFromServer FINE: No preference server for this user txdcs\lowellw Using default preferences. Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.preferences.ARUserPreferences getPrefFromServer FINE: No preference server for this user txdcs\lowellw Using default preferences. Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.Form get FINE: Form: Constructing for missing key Form:adaprmwn03/Home Page Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.Form init FINE: API form time = 188 Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.Form get FINE: Form: Construction for key Form:adaprmwn03/Home Page took 219 Dec 15, 2008 10:23:08 AM com.remedy.arsys.goat.GoatException init FINE: Throw ARException - MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: MessageType: 2 MessageNum: 623 MessageText: Authentication failed AppendedText: Dec 15, 2008 10:23:08 AM com.remedy.arsys.log.Log log WARNING: Caught GoatException ARERR [623] Authentication failed Plugin Log PLGN TID: 002524 RPC ID: 35 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:18.2460 */+VLAREAVerifyLoginCallback -- user lowellw PLGN TID: 002524 RPC ID: 35 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:18.2780 */ARSYS.AREA.LDAP FINER Groups=NULL PLGN TID: 002524 RPC ID: 35 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:18.2780 */-VL OK PLGN TID: 002524 RPC ID: 36 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:18.3400 */+NSAREANeedToSyncCallback PLGN TID: 002524 RPC ID: 36 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:18.3400 */-NS OK -- 0 PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4810 */+VLAREAVerifyLoginCallback -- user lowellw PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4810 */ARSYS.AREA.LDAP FINEST AREAVerifyLoginCallback PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4810 */ARSYS.AREA.LDAP FINER ldap_init(168.44.244.61, 389) PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4810 */ARSYS.AREA.LDAP FINER connect timeout previously: -1 PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4810 */ARSYS.AREA.LDAP FINER connect timeout used: 35000 PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4810 */ARSYS.AREA.LDAP FINER ldap_simple_bind(txdcs\lowellw, hidden) PLGN TID: 002524 RPC ID: 38 Queue: AREA Client-RPC: 390695 /* Mon Dec 15 2008 12:32:45.4960 */ARSYS.AREA.LDAP FINEST After the bind
SSO with Tomcat/IIS on 7.0
Hi everyone, We are having problems configuring SSO for mid tier 7.0 We have an unusual configuration; Tomcat is acting as a servlet for IIS. Windows 2003 Server, SQL 2005, ITSM 7.0. Steps completed: Read SSO whitepaper and multiple list entries as well as entries on BMC developer forum Followed instructions from Midtier_Area_sso_setup.doc from knowledgebase entry 20004182 We can successfully log into the client using external authentication Trying from the web we get Authentication failed Nothing shows up in the midtier logs or the arplugin logs Any suggestions? Anyone have a similar environment that has gotten SSO working properly? Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Form dropped but still in schema table
Hey everyone, Yesterday we noticed out error log on dev had not had any changes in about 24 hours, which is a bit unusual, and the last few lines stated: Wed Oct 22 12:01:47 2008 Approve : Invalid join member form name 0 (ARERR 266) Wed Oct 22 12:01:47 2008 Approve : Operation cancelled due to error (ARAPPNOTE 4502) Wed Oct 22 12:01:47 2008 New-Details - CHG:Infrastructure Change - CRQ00011371 Wed Oct 22 22:06:37 2008 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Wed Oct 22 22:06:37 2008 0xc005 Wed Oct 22 22:06:37 2008 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) Wed Oct 22 22:06:40 2008 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Wed Oct 22 22:06:40 2008 0xc005 Wed Oct 22 22:06:40 2008 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) Wed Oct 22 22:11:01 2008 390695 : AR System server terminated when a signal/exception was received by the server (ARNOTE 20) Wed Oct 22 22:11:01 2008 0xc005 Wed Oct 22 22:11:01 2008 390695 : AR System server terminated -- fatal error encountered (ARNOTE 21) We restarted the services to try and get it going again, and in just over a minute the log stopped again, full of the following sort of errors: Thu Oct 23 09:09:09 2008 390600 : The form definition file field count does not match number of fields in the file (ARERR 403) Thu Oct 23 09:09:09 2008 AP:Detail-Signature Thu Oct 23 09:10:21 2008 390600 : Form does not exist on server (ARERR 303) Thu Oct 23 09:10:21 2008 390600 : Error in definition for a filter (ARERR 343) Thu Oct 23 09:10:21 2008 AP:Dtl-Sig-NextActionEscTime Thu Oct 23 09:10:21 2008 390600 : Error in definition for a filter (ARERR 343) Thu Oct 23 09:10:21 2008 AP:Dtl-Sig-NextActionEscTime Thu Oct 23 09:10:21 2008 390600 : Form does not exist on server (ARERR 303) (thousands of rows of this) So I went and found, sure enough, the join AP:Detail-Signature was missing on our dev server, but it was there on production. No problem, I'll just import from production to dev: The value(s) for this entry violate a unique index that has been defined for this form: (ARERR 382) The following form was not imported: AP:Detail-Signature (ARERR 55) We checked the arschema table, and sure enough, it's there, id 99. Even overwriting the object on the destination server gave the same error (which strikes me as really odd). We imported this morning with Migrator. This time it seemed to work fine- the form was in the object list and we opened it and saved it with no errors. However the error log was filled in 13 seconds of restarting the services. Same sort of errors as above- the form does not exist. I opened the schema table and saw the form was now ID 1778 and ID 99 was gone. So the workflow is looking for a form id which no longer exists. It seems like going into the schema table and changing the form id from 1778 to 99 will magically fix this, but I wanted to get some more opinions before I go poking around in the DB. Also, how could the form have been dropped without updating the schema table? Through sql? SQL 2005 sp2 ARS 7.0.1 p6 Windows Server 2003 Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Another view form question...
I have a problem creating a view form- thanks to Joe's advice I am now able to see all the columns. My problem now is designating a key field. The only column which is guaranteed to be unique is a GUID passed from the external data source, but it's too long- 25 characters. Has anyone else run into this problem, and how did you get around it? I can't use ROW_ID because this table will be overwritten monthly. I know just enough SQL to be dangerous...is there some sort of way to add a column and ensure it's unique via SQL? ITSM 7.0.1 p6 SQL 2005 SP2 Win 2003 svr I appreciate any advice! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Another view form question...
Drew- I figured I'd have to create a new column, but how can I populate it? Is there a way in SQL to generate a GUID for each entry? Forgive my ignorance here; I don't know a lot on the SQL side. Thanks, Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Wednesday, August 20, 2008 3:09 PM To: arslist@ARSLIST.ORG Subject: Re: Another view form question... You've got to have that key field and it must be in the format that is in the documentation. Create a new column if you don't have a suitable one already. Drew On Wed, 20 Aug 2008, Moore, Christopher Allen wrote: I have a problem creating a view form- thanks to Joe's advice I am now able to see all the columns. My problem now is designating a key field. The only column which is guaranteed to be unique is a GUID passed from the external data source, but it's too long- 25 characters. Has anyone else run into this problem, and how did you get around it? I can't use ROW_ID because this table will be overwritten monthly. I know just enough SQL to be dangerous...is there some sort of way to add a column and ensure it's unique via SQL? ITSM 7.0.1 p6 SQL 2005 SP2 Win 2003 svr I appreciate any advice! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Another view form question...
Good point- once we get the data from our view into out regular form we don't care if the ID is being re-used. Thanks again Joe! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Wednesday, August 20, 2008 3:20 PM To: arslist@ARSLIST.ORG Subject: Re: Another view form question... Using ROWID (if that pseudo column is what you meant) from that table is longer than 15 characters anyway.. If I am not mistaken it is 18 characters.. ROWNUM would be more your solution than ROWID.. Why would using ROWNUM not be appropriate? The RequestID field is just for the purpose of building your view form. You can keep your GUID field that you get from that table as another unique ID, which you could use for identifying your record instead of the Request ID.. Use the Request Id only for the purpose of respecting what ARS needs to create your view form.. Joe - Original Message From: Moore, Christopher Allen [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 20, 2008 3:53:42 PM Subject: Another view form question... ** I have a problem creating a view form- thanks to Joe's advice I am now able to see all the columns. My problem now is designating a key field. The only column which is guaranteed to be unique is a GUID passed from the external data source, but it's too long- 25 characters. Has anyone else run into this problem, and how did you get around it? I can't use ROW_ID because this table will be overwritten monthly. I know just enough SQL to be dangerous...is there some sort of way to add a column and ensure it's unique via SQL? ITSM 7.0.1 p6 SQL 2005 SP2 Win 2003 svr I appreciate any advice! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
View form creation issue
Hey list, We're trying to pull data populated into a table by a product called TotalStorage Productivity Center. It's an IBM product that does server scanning to return information about drive space. The end goal is to use it to update values in the CMDB. A table was created in the ARS DB that is being populated by TPC. I'm attempting to create a view form to read from the table with the following columns: [GUID] [varchar](255) NULL, [COMPUTER_NAME] [varchar](255) NULL, [IP_ADDRESS] [varchar](30) NULL, [SERIAL_NUMBER] [varchar](100) NULL, [PROCESSOR_TYPE] [varchar](100) NULL, [OS_TYPE] [varchar](100) NULL, [OS_VERSION] [varchar](100) NULL, [MODEL] [varchar](100) NULL, [MANUFACTURER] [varchar](100) NULL, [DEDICATED] [float] NULL, [SHARED] [float] NULL, [SHARED_MANUFACTURER] [varchar](255) NULL, [LAST_SCAN_DATE] [varchar](50) NULL When creating the view form, the only two available columns are Dedicated and Shared (the floats). Nothing appears in the dropdown for a key field (I manually typed in GUID to create a form, but the other fields were not there and could not be added, and GUID wasn't there either). The table does contain data. Is there some issue with varchar or am I doing something incorrectly? According to the help files, varchar is supported: * Only the following data types are supported in view forms: * SQL Server-char, varchar, tinyint, smallint, int, text, real, float, decimal Should this be a vendor form, even though the table is already populated in our DB? 7.0.1 p6 SQL 2005 SP2 Win Server 2003 Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: View form creation issue
Thank you Joe! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Monday, August 18, 2008 1:06 PM To: arslist@ARSLIST.ORG Subject: Re: View form creation issue Chris, Alter the table and have the columns as VARCHAR2 and not VARCHAR.. This will resolve your problem of not being able to see character fields.. Also your field that you want to dedicate towards the request ID should have a max length or 15 and a min length of 5.. I do not think ARS will like a violation of this.. Cheers Joe - Original Message From: Moore, Christopher Allen [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, August 18, 2008 11:22:12 AM Subject: View form creation issue ** Hey list, We're trying to pull data populated into a table by a product called TotalStorage Productivity Center . It's an IBM product that does server scanning to return information about drive space. The end goal is to use it to update values in the CMDB. A table was created in the ARS DB that is being populated by TPC. I'm attempting to create a view form to read from the table with the following columns: [GUID] [varchar](255) NULL, [COMPUTER_NAME] [varchar](255) NULL, [IP_ADDRESS] [varchar](30) NULL, [SERIAL_NUMBER] [varchar](100) NULL, [PROCESSOR_TYPE] [varchar](100) NULL, [OS_TYPE] [varchar](100) NULL, [OS_VERSION] [varchar](100) NULL, [MODEL] [varchar](100) NULL, [MANUFACTURER] [varchar](100) NULL, [DEDICATED] [float] NULL, [SHARED] [float] NULL, [SHARED_MANUFACTURER] [varchar](255) NULL, [LAST_SCAN_DATE] [varchar](50) NULL When creating the view form, the only two available columns are Dedicated and Shared (the floats). Nothing appears in the dropdown for a key field (I manually typed in GUID to create a form, but the other fields were not there and could not be added, and GUID wasn't there either). The table does contain data. Is there some issue with varchar or am I doing something incorrectly? According to the help files, varchar is supported: * Only the following data types are supported in view forms: * SQL Server-char, varchar, tinyint, smallint, int, text, real, float, decimal Should this be a vendor form, even though the table is already populated in our DB? 7.0.1 p6 SQL 2005 SP2 Win Server 2003 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Hot Backup Servers
Ben- We're working on a similar solution, but one word of caution- we tried setting up a mirror DB using SQL transactional replication and the first time we made an administrative change to a form (adding a field via the Class Manager) our system got all kinds of messed up. Of course, using transactional replication the parent DB isn't supposed to be altered in any way, but for reasons neither BMC nor MS can figure out beyond finger pointing, it did. It seems the schema table was altered and was pointing to views and tables which we either incorrect or thought objects that existed already didn't and tried to create them. We had to recover from a week old backup and import all new and updated tickets and was a nightmare weekend. Anyway, be careful using transactional replication. 7.0.1 p5 SQL 2005 sp2 Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer Sent: Monday, July 28, 2008 11:39 AM To: arslist@ARSLIST.ORG Subject: Hot Backup Servers ** Who has implemented a hotbackup server in a 7.x environment? In 6.3 and prior, it was relatively simple (license-wise) since the licenses were in a file, and not the database. How does, or what is the best way, it should work in a 7 environment since the licenses are not in the database? We thought of having a seperate standby database instance that would get updated via a SQL transaction log. The problem, however, is that if the PRD system went down, we'd have to do something with the license to get it to work. Thoughts? Ideas? Thanks, Ben Trimmer * * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * * * * * * * * * * * * * * * * * * * Unless otherwise indicated or obvious from the nature of the transmittal, the information contained in this email message is CONFIDENTIAL information intended for the use of the individual or entity named herein. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender using the above contact information or by return email and delete this message and any copies from your computer system. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Hot Backup Servers
Chris- This is what our DBA has planned for now: Before we go DSO route, I would like to explore following methods in SQL Server to get data to backup server: 1. Log Shipping 2. Snapshot 3. DTS package I'm not much of a DBA- I stay out of it as much as I can, so I'm not sure which, if any, of these options you mean by mirroring. We want no more than 15 min latency so DSO isn't a god option, but we were told by BMC that's the only sort of mirroring they support. After the debacle with transactional replication we're nervous about trying anything else and are setting up a virtual dedicated test server just to play with the different options. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, July 28, 2008 12:01 PM To: arslist@ARSLIST.ORG Subject: Re: Hot Backup Servers Did you try database mirroring? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Monday, July 28, 2008 11:56 AM To: arslist@ARSLIST.ORG Subject: Re: Hot Backup Servers ** Ben- We're working on a similar solution, but one word of caution- we tried setting up a mirror DB using SQL transactional replication and the first time we made an administrative change to a form (adding a field via the Class Manager) our system got all kinds of messed up. Of course, using transactional replication the parent DB isn't supposed to be altered in any way, but for reasons neither BMC nor MS can figure out beyond finger pointing, it did. It seems the schema table was altered and was pointing to views and tables which we either incorrect or thought objects that existed already didn't and tried to create them. We had to recover from a week old backup and import all new and updated tickets and was a nightmare weekend. Anyway, be careful using transactional replication. 7.0.1 p5 SQL 2005 sp2 Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Benjamin Trimmer Sent: Monday, July 28, 2008 11:39 AM To: arslist@ARSLIST.ORG Subject: Hot Backup Servers ** Who has implemented a hotbackup server in a 7.x environment? In 6.3 and prior, it was relatively simple (license-wise) since the licenses were in a file, and not the database. How does, or what is the best way, it should work in a 7 environment since the licenses are not in the database? We thought of having a seperate standby database instance that would get updated via a SQL transaction log. The problem, however, is that if the PRD system went down, we'd have to do something with the license to get it to work. Thoughts? Ideas? Thanks, Ben Trimmer * * * * * * * * * * * * * * * * * * * * * * * * * IMPORTANT NOTICE* * * * * * * * * * * * * * * * * * * * * * * * * Unless otherwise indicated or obvious from the nature of the transmittal, the information contained in this email message is CONFIDENTIAL information intended for the use of the individual or entity named herein. If the reader of this message is not the intended recipient, or the employee or agent responsible to deliver it to the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please immediately notify the sender using the above contact information or by return email and delete this message and any copies from your computer system. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: People status other than enabled
Sandeep - I had this requirement a while back. I put a character field on both the home page and the requester console, and then populated it with the status of the user profile when the form opened. If it was anything other than 'Enabled' I closed the window (All Windows). Pretty simple but it got the job done. A pretty savvy user could get around it by constructing a URL to go straight to a form, but that's probably not going to happen... Also make sure when you set people to offline you change their passwords. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lisa Westerfield Sent: Thursday, July 17, 2008 9:37 AM To: arslist@ARSLIST.ORG Subject: Re: People status other than enabled We have run into this exact problem in various areas of the workflow. For some reason the 'Status' field is not often considered in the workflow qualifications throughout ITSM, causing issues as you are seeing. However, I have found in at least one case where 'Status' was considered, but it only ignored the record if it was set to Obsolete and not Offline. You may want to try the Obsolete status first, and if that doesn't work you will have to modify the workflow to consider the 'Status' field. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of ITSM Support Sent: Monday, August 06, 2007 6:33 AM To: arslist@ARSLIST.ORG Subject: People status other than enabled ** Hi List, When I modify the people information like people status--offline or other than enabled, still Requester (Customer) is able to create an incident ticket. Even Support person is also able to create a ticket for offline customer. Has anyone faced this problem before and how was it resolved? Thanks, Sandeep Vyom Labs Pvt. Ltd. An ISO 2 certified company. Consulting | Outsourcing | Training || BMC Remedy BSM | ITIL Web : www.vyomlabs.com __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ [http://www.turingsmi.com/images/userworld2008.jpg] http://www.bmc.com/userworld/ TuringSMI is a Platinum Sponsor of both BMC UserWorld Events Email Disclaimer This email has been sent from the TuringSMI Group This message is subject to and does not create or vary any contractual relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries or affiliates and you. Internet communications are not secure and therefore the TuringSMI Group does not accept any legal responsibility for the contents of this message. Any views or opinions expressed are those of the author. This message is intended for the addressee(s) only and its contents and any attached files are strictly confidential. If you have received it in error, please contact the sender on the number above. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
java.lang.NullPointerException email error
Hey List- I've seen some similar errors reported on other topics but nothing specific to emails I can find. We're getting an increasing number of emails that are not being sent with the following error (or some slight variation thereof): null java.lang.NullPointerException at com.remedy.arsys.emaildaemon.CreatorModule.doEmailAssociationQuery(CreatorModule.java:1306) at com.remedy.arsys.emaildaemon.CreatorModule.getAttachmentList(CreatorModule.java:3323) at com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.java:1462) at com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:486) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) We're on 7.0.1 p 6 ITSM 7 SQL 2005 SP2 Windows 2003 Server JDK 1.5 I was told at a RUG once that this is just a Remedy bug to be addressed in a future patch- does anyone know if that's really the case? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
IBM TotalStorage Productivity Center and Remedy
Hey list- Has anyone interfaced IBM TotalStorage Productivity Center with Remedy before? We're on ITSM 7, CMDB 2.1 and looking to use it to populate the disk space on server records. Any advice/warnings/pitfalls would be appreciated! Thanks, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Firefox3
I had an odd issue last week- a customer tried to open an attachment on a task (using IE6) and got the normal do you want to download the file pop-up warning. He accepted and instead of downloading the attachment he was instead taken to a search mode on the task form. I tried it myself and got the same result. I then tried it in FF3 and had no problem downloading the attachment. Besides, it was much, much faster. As far as I know (I've not been here too long) it's all OOTB ITSM 7.0, but I have not looked too much into it yet. Unfortunately this customer was on an imaged laptop, so he couldn't install FF. I emailed him the attachment, but this could become a big problem. Anyway, +1 for FF3 and Remedy. Now I only it worked with Opera... Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of YHK Sent: Tuesday, July 01, 2008 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Firefox3 ** Hello John, I've got a VM lab box and one of my customers reported this as well this morning. He is running ITSM 6 on 7.1 ars and mid-tier at patch level 01. I tested on FireFox 3.0 on ars7.1 and 7.0.1 both with ITSM 7.0.03 and no issues playing around with home page, creating incidents, Flashboards, etc. However, I just tried it on my ars6.3 vm with ITSM6 and had issues with menus not displaying and also not being able to select tabs. I'm assuming it's an issue with the applications/workflow that itsm6 was built on. Regards, Yo Han On Thu, Jun 19, 2008 at 4:37 PM, Reiser, John J [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Gary, I refreshed the browser, logged out, back in and viewed the same results. Then I went into the form, moved a few fields around. Then I manually flushed the cache. Now everything looks as it should. The Flashboards stay where they belong and the Application List works. We'll see how long it lasts. John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Firefox3
LJ- thanks for the tip! I'm sure this is going to come up again- most of our support staff use imaged laptops and have no choice but to use IE. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Tuesday, July 01, 2008 2:37 PM To: arslist@ARSLIST.ORG Subject: Re: Firefox3 I've had that problem tons...the 'fix' is to add the mid-tier server into the trusted list...this will cause it to not display the 'are you sure' title bar, and just open the attachment From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, July 01, 2008 1:08 PM To: arslist@ARSLIST.ORG Subject: Re: Firefox3 ** I had an odd issue last week- a customer tried to open an attachment on a task (using IE6) and got the normal do you want to download the file pop-up warning. He accepted and instead of downloading the attachment he was instead taken to a search mode on the task form. I tried it myself and got the same result. I then tried it in FF3 and had no problem downloading the attachment. Besides, it was much, much faster. As far as I know (I've not been here too long) it's all OOTB ITSM 7.0, but I have not looked too much into it yet. Unfortunately this customer was on an imaged laptop, so he couldn't install FF. I emailed him the attachment, but this could become a big problem. Anyway, +1 for FF3 and Remedy. Now I only it worked with Opera... Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of YHK Sent: Tuesday, July 01, 2008 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Firefox3 ** Hello John, I've got a VM lab box and one of my customers reported this as well this morning. He is running ITSM 6 on 7.1 ars and mid-tier at patch level 01. I tested on FireFox 3.0 on ars7.1 and 7.0.1 both with ITSM 7.0.03 and no issues playing around with home page, creating incidents, Flashboards, etc. However, I just tried it on my ars6.3 vm with ITSM6 and had issues with menus not displaying and also not being able to select tabs. I'm assuming it's an issue with the applications/workflow that itsm6 was built on. Regards, Yo Han On Thu, Jun 19, 2008 at 4:37 PM, Reiser, John J [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: Gary, I refreshed the browser, logged out, back in and viewed the same results. Then I went into the form, moved a few fields around. Then I manually flushed the cache. Now everything looks as it should. The Flashboards stay where they belong and the Application List works. We'll see how long it lasts. John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Renaming a company in ITSM 7
Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Renaming a company in ITSM 7
Ah, ok :) no problem! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 10:06 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Sorry, I meant Chris Strauss, who said he has already done this. ;-) Was hoping he had some insight on any gotchas that the rest of us could benefit from. Rick On Wed, Jun 25, 2008 at 7:48 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Rick, I didn't have any specific concerns- just trying to do this in a non-tedious way. As I can see it (and the way I've been told this was done here previously) is that a new company is created, people who belong to the 'old' company are set to the new company, tickets are set to the new company, and user access restrictions are set to both companies (in case something was missed). We're doing it Friday- there are four of us working on it- one for each company that needs to be renamed, so it hopefully won't take too long. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:40 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** Seems like there ought to be a way to quickly export, modify, and import the config data with the new company name in it, and that it wouldn't take all that long to create. Chris, did you use some automated setup for this; perhaps one of the ITSM data import utilities? Or are there other concerns that that approach would miss or mishandle? Rick On Wed, Jun 25, 2008 at 7:23 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Thanks Rick- that's what I figured but I figured it was worth asking... Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Wednesday, June 25, 2008 9:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Renaming a company in ITSM 7 ** The only other option is to create a nickname for the company, and use that. I remember them telling us to do that in class, because you can change the nickname whenever you want with no real impact, but you cannot change the name without having to redo your entire config data, because all of the records for Company A have that hard-coded in them. Rick On Wed, Jun 25, 2008 at 7:03 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey everyone- I've been asked to look into renaming a few companies in our system. It's not something you can just do from the company form obviously...has anyone had any experience trying this? Will I just end up having to create new companies and setting all the people associated with the old ones to the new companies? ITSM 7.0 Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Job Posting Austin TX full time
Good afternoon list- We're looking for a full time developer who is willing to relocate to Austin TX for an immediate opening. Experience with 7.x in production and using CMDB 2.x is a requirement. Experience with CMDB/Remedy Integrations for BMC Discovery, Zen Works, Tivoli is a plus Upgrade experience, SQL and Crystal is also a plus. This position is working a multi-year contract for the State of Texas and involves access to a secured building, so applicants will have to pass a criminal background check. The following restrictions apply to all applicants: * Felony Conviction- Permanent Disqualifier * Felony Deferred Adjudication- Permanent Disqualifier * Class A Misdemeanor Conviction- Permanent Disqualifier * Class A Misdemeanor Deferred Adjudication - Permanent Disqualifier * Class B Misdemeanor Conviction- Disqualified for 10 years (if conviction is more than 5 years old, this may be appealed if there are mitigating circumstances) * Class B Misdemeanor Deferred Adjudication- Disqualified for 10 years (if conviction is more than 5 years old, this may be appealed if there are mitigating circumstances) * Indictment for any criminal offense- Disqualifier until disposition * Family Violence Conviction- Permanent Disqualifier Applicants must be a US Citizen or Green Card holder. Remote applicants cannot be considered for this position (Texas requirement that money spent on state contracts stay within the state). If interested, please contact me off list with your resume. I am not the hiring authority, but will pass your information on to management. Thank you, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
backup and recovery
Related to my last post- we're going to have to recover from a backup created on Thursday night. The problem is that thousands of tickets have been created since which we'd like to save. Does anyone have any advice on how to get those tickets? I've done recoveries before, but never tried to capture data since the backup after recovering. We're planning to just export from incident, change, problem, all work info forms, user, people and import them- will that be enough? Any advice is welcome! Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: backup and recovery
Hey Rick- thanks! So the BMC tech said she doesn't know a way to do this, but here's my question. We're recovering from our last known good configuration, Friday night. In the meantime however we've had thousands of records updated. Is there a way, for the entire DB (all forms) to extract just the data and not attributes/configuration to import into our recovered database so we don't have to go by form? Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, June 06, 2008 10:12 AM To: arslist@ARSLIST.ORG Subject: Re: backup and recovery ** The Interface_Create form might be necessary to have your consoles be populated correctly. I would check at least all of the table fields on each of the main forms, and ensure that all of the feeding forms are also updated. This will catch Assignment records, Work Entries, Templates, etc. Rick On Fri, Jun 6, 2008 at 8:00 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Related to my last post- we're going to have to recover from a backup created on Thursday night. The problem is that thousands of tickets have been created since which we'd like to save. Does anyone have any advice on how to get those tickets? I've done recoveries before, but never tried to capture data since the backup after recovering. We're planning to just export from incident, change, problem, all work info forms, user, people and import them- will that be enough? Any advice is welcome! Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: backup and recovery
Rick- thanks again for your advice! Our problem is that if we have to do this import by form, we're looking at an incredible amount of time. I estimate an average of 30 minutes per form, and with over 1500 forms on the server, and guessing at least 2/3 or them could have been touched in the last weekyou see how long this could take. A tech for BMC suggested a tool which was available as a patch- 9003- the tool is ITSM Data Management. Its primary use is for doing server migrations and moving data, but it could help us- I'm still reading through the documentation on it. Unfortunately when trying to install it we got an error that we were at an incompatible patch level, so I'm waiting to talk to BMC again about it. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Friday, June 06, 2008 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: backup and recovery ** The problem, Chris, is that it's all data. If it can be read by an AR System, you can export it and import it. You may be able to get it from your DBA, too, but unless you get it out in an ARS-readable format, you'll have to import it that way as well, and that's going to be a bit unpredictable, and probably unsupported. Have your DBA make a copy of the DB as it sits now. That will determine the last point in time where all of the tables, from Company to Incident, were in sync with one another. Then you'll have to export the data, either directly from the DB. Or perhaps you could get a temp AR Server license, hook that up to the new DB, and use that to extract the data into csv/arx or something. Then Import the data, starting with the bottom end forms first (just like the order of migration in ITSM 6), i.e. all of the base associated records first, and ending with the actual Incidents, Changes, etc. Use the Admin console as a guide to the order of the data restore. For $deity$'s sake, remember to import the existing GUIDs, or your data relationships will probably not be clean. I would also recommend starting with just a tiny slice of all of the form data as a practice run, because sure as shooting, there will be some glitch in the code that overwrites a GUID, or uses an Entry ID differently, or changes a Modified Date or something, and that will fire workflow you don't intend. Workflow. Make sure that you turn off workflow that will fire on Merge, unless you really want it to fire. I would turn off escalations, too, because you don't want them firing on an incomplete data set. I'm sure I'm leaving something out, but that should get you in the ballpark. Rick On Fri, Jun 6, 2008 at 11:31 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Hey Rick- thanks! So the BMC tech said she doesn't know a way to do this, but here's my question. We're recovering from our last known good configuration, Friday night. In the meantime however we've had thousands of records updated. Is there a way, for the entire DB (all forms) to extract just the data and not attributes/configuration to import into our recovered database so we don't have to go by form? Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: Friday, June 06, 2008 10:12 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: backup and recovery ** The Interface_Create form might be necessary to have your consoles be populated correctly. I would check at least all of the table fields on each of the main forms, and ensure that all of the feeding forms are also updated. This will catch Assignment records, Work Entries, Templates, etc. Rick On Fri, Jun 6, 2008 at 8:00 AM, Moore, Christopher Allen [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] wrote: ** Related to my last post- we're going to have to recover from a backup created on Thursday night. The problem is that thousands of tickets have been created since which we'd like to save. Does anyone have any advice on how to get those tickets? I've done recoveries before, but never tried to capture data since the backup after recovering. We're planning to just export from incident, change, problem, all work info forms, user, people and import them- will that be enough? Any advice is welcome! Thanks, Chris __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.comhttp://www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor
Cautionary tale? SQL Replication service and Remedy
Hey everyone- Has anyone had any experience using the SQL replication ability built into 2005? I don't know much about it- apparently it's a function which looks at transaction logs and uses them to create and maintain a separate instance of a DB. Our DBA was planning to use it to create a separate DB for reporting. He turned it on last Friday and now our database is for all intents and purposes unusable and we're on the verge of restoring from a backup created last Thursday and losing a weeks worth of work- salvaging what we can of course. I'm not a DB expert, but the problem seems to be that the replication service somehow keeps the schema table from updating correctly, so Remedy is looking for tables/views that are either incorrect or don't exist. The first manifestation of a problem came Monday when creating a field using the class manager. The change created an error with the message 'An object named H208 already exists on the server'. The next day when people tried to update that CI they got an error that C## was an invalid column name, and the number corresponded to the field ID I had tried to create. We could search on the form, but not modify any records. Looking at the base forms in the admin tool revealed that the field was indeed created. I called BMC support at this point (having no idea the replication service could be to blame). There was no table H208, but there was a view H208. He had me delete the pending change and told me to open the forms in the admin tool to delete the field. Trying to do so on the base regular form gave the error that I couldn't delete it because it was referenced by a join form. Trying to remove it from the join gave me the same 'Object named H208 already exists on the server' error. BMC support seemed stumped. I made a simple change on a different form on the dev system and got a string of warnings along the lines of Field : Closed Date: Creation of one of the SQL views for the form failed within the SQL database. I then contacted the DBA to ask if his change the previous Friday could have possibly done anything and he was sure it could not have. I tried adding a field via the class manager on the dev server to test it and got the same error (object H208). I had the DBA remove the replication and restarted the server and tried again- no error. The replication service somehow screws up the database on form changes. Now we knew the cause but the fix was the problem- for several days we had been unable to update information in our computer systems form. Then today it got much worse. A caller had been getting an error when trying to open a form in search mode- ARERR300 MALLC error. A second user reported it so we decided to restart the server to free up memory (fortunately it was already after hours). Once the server came back up and we logged in we got a new error- the home page would load but the application list was empty and we got an error 1900- could not set application list. For the users of the client this wasn't insurmountable- they can use the object list; however 90% of our users only use the web, so they get to the home page and are stuck. Additionally, tickets of a high or critical priority cannot be created as such- they much be put in as a 3 or 4 then saved then moved up to a 1 or 2. Also P1 and P2 tickets cannot be resolved- some of the work we've done requires a P2+ to be related to a CI on resolution and that no longer works. I called BMC back and have been getting bounced around the world's call centers. They've requested multiple logs, but I'm not very confident they will have a fix. Tomorrow is going to be pretty exciting... Anyone heard anything about this sort of thing happening with the replication service in SQL? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SQL help
Hey guys, thanks for the help! I'm really not a SQL pro by any stretch, so I'm working with 2 queries that I know work and trying to combine them. The first is really short: SELECT SIT_Site.Site, AST_ComputerSystem.Name, SIT_Site.Additional_Site_Details FROM SIT_Site SIT_Site INNER JOIN AST_ComputerSystem AST_ComputerSystem ON SIT_Site.Site=AST_ComputerSystem.Building WHERE SIT_Site.Additional_Site_Details LIKE '%Contact%' ORDER BY SIT_Site.Site This query came from Crystal (though I added the WHERE clause). I have never done a join query, so we tried to do it in Crystal, but the report wouldn't run. The SQL did though, so we used that. We were now trying to basically combine that with another query that's too long to post, but here's the first bit. It runs on AST:ComputerSystem. SELECT Company 'Agency', 'Status' = CASE assetlifecyclestatus WHEN 0 THEN 'Ordered' WHEN 1 THEN 'Received' WHEN 2 THEN 'Being Assembled' WHEN 3 THEN 'Deployed' WHEN 4 THEN 'In Repair' WHEN 5 THEN 'Down' WHEN 6 THEN 'End of Life' WHEN 7 THEN 'Transferred' WHEN 8 THEN 'Delete' WHEN 9 THEN 'In Inventory' WHEN 10 THEN 'On Loan' WHEN 11 THEN 'Disposed' WHEN 12 THEN 'Reserved' WHEN 13 THEN 'Return to Vendor' END, Name 'Instance Name', 'Ownership Type' = CASE acquiredmethod WHEN 0 THEN 'Purchase' WHEN 1 THEN 'Lease' WHEN 2 THEN 'Off-Lease' WHEN 3 THEN 'Rented' WHEN 4 THEN 'Transferred' WHEN 5 THEN 'N/A' END, ClassId 'Asset Type', Region 'Location Type (Region)', Site 'Site Name', Floor 'Floor', Room 'Room / Grid', So Frederick that's where I got the AST_ComputerSystem.assetlifecyclestatus AS 'Status'=. I was trying to emulate the format used in the Crystal join query in the longer query. SQL gave me an error on the '='. This was for a report which was needed this morning (kinda sprung on me at the last minute) so I stayed up late and manually combined the results from the two queries, but I would like to know what I did wrong for future reference! Thanks, Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, June 03, 2008 8:54 AM To: arslist@ARSLIST.ORG Subject: Re: SQL help Is it a typo in the email or do you have an = after the Status in the 3rd line? I believe it should be a comma there AST_ComputerSystem.assetlifecyclestatus AS 'Status'= should be AST_ComputerSystem.assetlifecyclestatus AS 'Status', Fred __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SQL help
I'm trying to do a query on 2 tables- SIT:Site and AST:ComputerSystem. I'm a
bit rusty on my SQL.
The error this gives is:
Msg 102, Level 15, State 1, Line 3
Incorrect syntax near '='.
Can anyone help?
Thanks!
Chris
SELECT
AST_ComputerSystem.Company AS 'Agency',
AST_ComputerSystem.assetlifecyclestatus AS 'Status'=
CASE AST_ComputerSystem.assetlifecyclestatus
WHEN 0 THEN 'Ordered'
WHEN 1 THEN 'Received'
WHEN 2 THEN 'Being Assembled'
WHEN 3 THEN 'Deployed'
WHEN 4 THEN 'In Repair'
WHEN 5 THEN 'Down'
WHEN 6 THEN 'End of Life'
WHEN 7 THEN 'Transferred'
WHEN 8 THEN 'Delete'
WHEN 9 THEN 'In Inventory'
WHEN 10 THEN 'On Loan'
WHEN 11 THEN 'Disposed'
WHEN 12 THEN 'Reserved'
WHEN 13 THEN 'Return to Vendor'
END,
AST_ComputerSystem.Name AS 'Instance Name',
SIT_Site.Site,
SIT_Site.Street AS 'Street',
SIT_Site.City AS 'City',
SIT_Site.State Province AS 'State',
SIT_Site.Zip/Postal Code AS 'Zip',
SIT_Site.Additional_Site_Details,
snip: too long for the list
FROM SIT_Site SIT_Site INNER JOIN AST_ComputerSystem
AST_ComputerSystem ON SIT_Site.Site=AST_ComputerSystem.Building
WHERE AST_ComputerSystem.assetlifecyclestatus 8
and AST_ComputerSystem.datasetid = 'BMC.ASSET'
and AST_ComputerSystem.classid IN ('BMC_COMPUTERSYSTEM',
'BMC_VIRTUALSYSTEM', 'BMC_LPAR') AND AST_ComputerSystem.item in
('Intel','UNIX') order by 1, 2, 3 ;
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Enumeration off on CHG form
Hey everyone- We saw some really odd behavior on something yesterday. A CHG ticket was submitted and the number should have been CRQ00025868, however it went in as CRQ00025 (7 zeros). There is a separate CRQ0025 (10 zeros), which is a year old and unaffected. All notifications went out with the number CRQ00025 and everything seems ok, aside from the lack of 3 digits. It was cancelled and a new ticket was opened- CRQ00025898 Many tickets were created since, and number CRQ00025868 was simply skipped. As of this morning we're on CRQ00025935. ITSM 7 p3 SQL 2005 Windows Server 2003 Anyone had anything similar happen? I checked Google but didn't get any meaningful hits. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
AR Import into SIT:Site
Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Import into SIT:Site
I'll probably just have to create a staging form and then push it over with a filter/escalation later. I just can't do it during business hours today, which is what I was hoping for. Thanks Misi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 06, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Import into SIT:Site
Hey Fredrick, I'm trying to update old record with new data. According to the help file (actually deletes the record and then reinserts it to perform the update.), it still deletes and recreates the record when that happens, so record number 1 is deleted, a new record number 1 is created with the updated information, and then workflow is firing that pushes information to site alias fires where there is already a record number 1. Unfortunately that stops the import. Tonight I'll make a staging form and import to it, then push the data over, I was just hoping I could do it more easily. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Tuesday, May 06, 2008 1:11 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Are you using the Replace Old Record with New Record or the Update Old Record with New Data option? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, May 06, 2008 12:51 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site I'll probably just have to create a staging form and then push it over with a filter/escalation later. I just can't do it during business hours today, which is what I was hoping for. Thanks Misi -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: Tuesday, May 06, 2008 12:37 PM To: arslist@ARSLIST.ORG Subject: Re: AR Import into SIT:Site Hi, I guess you could temporarily disable either the filter or the index, and then fix up your related data after the import... Best Regards - Misi, RRR AB, http://rrr.se Hey everyone I'm trying to use AR Import to get about 1800 sites updated with the correct address and zip code. I'm doing an update, so I have the Site ID field in the .csv. When I try and do the import, I get the error: The value(s) for this entry violate a unique index that has been defined for this form -- SIT:Site Alias entry:STA6378 fields: 100074 100078 7 100078 179 (ARERR 382) The unique index must be the Site ID, since when doing an update the Import tool actually deletes the record and then reinserts it to perform the update. The system tries to push 'new' information to Site Alias and causes the error since the Site ID already exists there. Is there a way to force this import through? Thanks, Chris DB SQL 2005 ITSM 7.0 p3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Replacing an image on a banner
Hey Frex- Not sure if you'd gotten a response I missed, but as far as I know (and I did this myself for a ton of forms) there is no universal place you can do it for forms visible on the client. I believe you can do some css to do it on the web however. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Frex Popo Sent: Tuesday, April 29, 2008 2:13 AM To: arslist@ARSLIST.ORG Subject: Replacing an image on a banner ** Hello everyone, Sure someone has come across this before and found some quick and effecient way of doing it. Need to replace the company logo on the banner on a large number of forms. Found a utility on support web which either removes/replaces the image in the banner but bails out after changing the admin view only. Looks like it has been compiled against some API 5.x. I have, ARServer: ARS6.3 ITSM: 6.0 DB: Oracle 9 OS: Windows2000 Any help would be very much appreciated. Regards frex __ Do You Yahoo!? En finir avec le spam? Yahoo! Mail vous offre la meilleure protection possible contre les messages non sollicités http://mail.yahoo.fr Yahoo! Mail __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
One company not able to recieve emails
Hey everyone- We support 27 different 'companies' (state agencies) and the users for one of them is not receiving any email notifications from Remedy. Emails are being sent without errors from our end- as far as we're able to see they were successfully delivered. Other agencies are receiving emails. At this particular agency they don't use Exchange, they use Groupwise. I have never heard of that until this morning- does anyone have any experience with it and know if it's possible it could be the culprit? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: One company not able to recieve emails
Shawn, that was my impression as well but while they do use a spam blocker they insist that it's not catching anything we send. I did see some emails that errored out, but I don't think it's the reason they're not getting everything. Does anyone know what this means: null java.lang.NullPointerException at com.remedy.arsys.emaildaemon.CreatorModule.doEmailAssociationQuery(Creat orModule.java:1306) at com.remedy.arsys.emaildaemon.CreatorModule.getAttachmentList(CreatorModu le.java:3323) at com.remedy.arsys.emaildaemon.CreatorModule.createMessage(CreatorModule.j ava:1462) at com.remedy.arsys.emaildaemon.CreatorModule.doWork(CreatorModule.java:486 ) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, April 24, 2008 8:32 AM To: arslist@ARSLIST.ORG Subject: Re: One company not able to recieve emails I doubt it's Groupwise itself that is the problem, but rather some anti-spam rules or something else blocking it. This sounds like an issue the email administrators on both sides should be involved with and testing because it's most likely outside the realm of Remedy. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, April 24, 2008 8:14 AM To: arslist@ARSLIST.ORG Subject: One company not able to recieve emails ** Hey everyone- We support 27 different 'companies' (state agencies) and the users for one of them is not receiving any email notifications from Remedy. Emails are being sent without errors from our end- as far as we're able to see they were successfully delivered. Other agencies are receiving emails. At this particular agency they don't use Exchange, they use Groupwise. I have never heard of that until this morning- does anyone have any experience with it and know if it's possible it could be the culprit? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: date field and SQL
So is there a way to convert 2454436 to dd/mm/? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Thursday, April 10, 2008 4:59 PM To: arslist@ARSLIST.ORG Subject: Re: date field and SQL Date fields are not stored in seconds (You are thinking of DateTime or Time fields). Date fields are stored as the number of days since January 1, 4713 B.C. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, April 10, 2008 4:44 PM To: arslist@ARSLIST.ORG Subject: date field and SQL Hey everyone, I added a date field to a form and when we are trying to get the value out in SQL we're not getting what we expect. If I just do a select of the field, I get a 7 digit number (2454436). If I try and run the same conversion against it that is run against the date/time fields: convert (varchar(10),dateadd(second, Invoicemonth, '1 January 1970'), 101) 'Invoice Month 1' we get 1/28/1970. I'm no SQL expert- how can I get the value of that field in a MM/DD/ format? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Date in a character field into a date field
Hey quick question, If I have a date in a character field formatted as mm/dd/, can an escalation push it into a date type field? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
What does thie error mean??
Error with one of the field/assignments in the set filter/active link/escalation definition : +SOT:BillingStageForm (ARERR 168). Set fields actions that reference entries in other forms can only reference forms on the same server in a filter/escalation : +SOT:BillingStageForm : ReconciliationIdentity (ARERR 225). I'm in the admin tool trying to save a filter. Nothing seems to be referencing another server- I'm logged into only one (in this instance of the admin tool), using a form that's only on this server and setting fields from current transaction...I don't understand what this error could possibly mean, but I know it must be something obvious. I tried logging out and back in to make sure I was on the correct server, same error. Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Active Link and Modify All
So for whatever reason, I can't create a filter or an escalation to do a push fields because the Admin tool thinks I am trying to do something on 2 different servers- Error with one of the field/assignments in the set filter/active link/escalation definition : +SOT:BillingStageForm (ARERR 168). Set fields actions that reference entries in other forms can only reference forms on the same server in a filter/escalation : +SOT:BillingStageForm : ReconciliationIdentity (ARERR 225). So I'm trying to accomplish the same thing with an active link. It saved, but when I tried doing a Modify All, the active link won't run on all the records, just one. Is there a way to make an active link fire for all selected records on a modify all action? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
BMC Service Desk vs Service Desk Express
From what I see, BMC Service Desk Express is not just a lite version of BMC Service Desk, it's an entirely different product formerly known as Magic and has nothing to do with Remedy, correct? So if a third party tool worked with Service Desk Express, and we have Service Desk, it will not work? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Poor server performance
Hey everyone- Last night I came in at 11 PM when there should be little if any load on our server to make a form change. I was removing a table field from a view and then adding it back (a column was deleted from the view but was on others and that's the best way I know of to get it back). The form is CHG:Infrastructure Change, and it has been customized a little and there is an additional view from the OOTB version. I made my changes and tried to save but the server became unresponsive and after 20 minutes I restarted it. Of course, the phones started ringing as the crazy people logged into Remedy at 11pm started timing out. The changes I made did not get saved. My next step was going to be do it as a definition file save from the dev server, but we decided against it because we did not have a scheduled outage and didn't want to risk the server going down again. Can anyone point me in the right direction or have any suggestions as to why we can't make changes on our server? I tried the same thing Saturday afternoon with the same results, but it was over a VPN so I was hoping being here would make it better. Ver 7.0.1 fully patched, SQL 2005, Windows Server. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Poor server performance
Thanks Dave- Apparently what happened is on the table/tree property tab someone 2x clicked a column name which removed it from the table. It seems to have only happened on some views, because it was still there on the default user view. When I removed the table from the view where it was missing the column and added it back, the column came back with it. I just don't understand why the server would die when trying to save the form. Hopefully doing it as a .def file will go more smoothly. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders Sent: Tuesday, April 01, 2008 2:49 PM To: arslist@ARSLIST.ORG Subject: Re: Poor server performance Hi Chris Hmmm - that's strange. I didn't know you could have a table field column in one view and not another. I thought all table field columns were included in every view that the table field is in. The only thing you could do was to hide or unhide it in different views or change the column order. Someone correct me if I'm wrong. I have seen cases where table fields have 'ghost' columns left that do not point to any field on the current form or source form. The columns are there in the table, but if you look at the table properties they are not there. The only way I have been able to correct this issue is to manually edit the def file and import with the option to delete excess fields from destination server set. If you are sure that your dev server contains an accurate current def, I would export that to a def file and import to production with the delete excess fields option set... outside normal hours of course. The good news is that table fields are display only fields on your form so should not require a table rebuild in the database. HTH David Sanders Remedy Solution Architect Enterprise Service Suite @ Work == ARS List Award Winner 2005 Best 3rd party Remedy Application See the ESS Concepts Guide http://www.westoverconsulting.co.uk/downloads/ESS_Concepts_Guide.pdf tel +44 1494 468980 mobile +44 7710 377761 email [EMAIL PROTECTED] web http://www.westoverconsulting.co.uk http://www.westoverconsulting.co.uk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, April 01, 2008 3:06 PM To: arslist@ARSLIST.ORG Subject: Poor server performance Hey everyone- Last night I came in at 11 PM when there should be little if any load on our server to make a form change. I was removing a table field from a view and then adding it back (a column was deleted from the view but was on others and that's the best way I know of to get it back). The form is CHG:Infrastructure Change, and it has been customized a little and there is an additional view from the OOTB version. I made my changes and tried to save but the server became unresponsive and after 20 minutes I restarted it. Of course, the phones started ringing as the crazy people logged into Remedy at 11pm started timing out. The changes I made did not get saved. My next step was going to be do it as a definition file save from the dev server, but we decided against it because we did not have a scheduled outage and didn't want to risk the server going down again. Can anyone point me in the right direction or have any suggestions as to why we can't make changes on our server? I tried the same thing Saturday afternoon with the same results, but it was over a VPN so I was hoping being here would make it better. Ver 7.0.1 fully patched, SQL 2005, Windows Server. Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Error calling guide
Hey Joe- I think that's as intended. The filter actually sets those fields to $NULL$ explicitly. I'll look around though and see if there is a field that should be populated with a server name but isn't. I'll run a log on one that works and compare the two. Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 26, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: Error calling guide Chris, It could also happen if you are using dynamic table fields in your workflow (that's what I also meant by advanced in my previous post) wherein a field on your form would be set by workflow a form name and this field would be used as the table field name in your workflow.. From your workflow it could be possible that zID Char02 and zID Char 01 are fields that may contain form and server name.. these fields for some reason are being set to null. These fields must be used in a table field to represent a table name and server name.. Check your table fields to see if the above fields appear as form and server names.. I would check why these fields are getting set to null.. Missing data in some form somewhere??? Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen Sent: Wednesday, March 26, 2008 12:12 PM To: arslist@ARSLIST.ORG Subject: Error calling guide ** Hey- we have an odd problem. On a few tickets, we get an error when we try and modify anything. We can reassign/modify other tickets fine. Nothing appears off in user records. The actual error is ARERR [102] Name parameter (or name field in a parameter) is empty (no field or ID is listed). The log shows a filter is trying to call a filter guide, but getting an error. The filter guide is never called. FLTR Checking INT:HPDSLM:INC:SLMSetTarget_780_CallGuide (780) FLTR -- Passed -- perform actions FLTR 0: Set Fields FLTRz1D Char02 (100066) = (the filter sets these fields to NULL) FLTRz1D Char01 (100058) = (the filter sets these fields to NULL) FLTR 1: Call Guide FLTR Error while performing filter action The guide it's trying to call is INT:HPDSLM:INC:CalculateDates, though since it's never called I don't know if that matters. I found this on the error: 102. Name parameter (or name field in a parameter) is empty The operation being performed requires a name specification for an item but no name was specified. Specify a value for the name parameter and try the operation again. I saw a similar error in the archives where Joe replied : ARERR 102 is an error that happens when a field that is used in 'Advanced' workflow to reference a form or server name or 'Advanced' table fields to reference a form or server name is empty. This typically happens when there is missing data in containers that have information about servers or forms, and a set field operation that finds no data set fields to null. It also could happen if you have changed a form name and the data containing form names may have not been edited to reflect the renamed form. However the filter in question does not use advanced configuration. Anyone seen this before and know what's missing, or know how I can find out? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Transferring a field only between servers
Hey everyone- We deleted a field on our dev server which we would like to get back. The field is still on our production server form, however taking full definition from that form and putting it on the dev server is not desirable since other work has been done on the dev version of the form which we want to avoid overwriting. The field is a table with columns. Is there a way to just grab this field from our production version of the form and put it back on the dev version of the form? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Transferring a field only between servers
Thanks everyone for your help! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brian Goralczyk Sent: Tuesday, March 25, 2008 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: Transferring a field only between servers ** This might not be everyone's favorite choice, but you could cut out the piece you need from a def file and paste it into a def file from your dev box. But watch the other values that you need to set for the form. On Tue, Mar 25, 2008 at 12:57 PM, Evans.Randy [EMAIL PROTECTED] wrote: ** if you do the cut and paste, check the server on the table I've had to keep the server name so I had a production table field looking at a dev data. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Tuesday, March 25, 2008 12:53 PM To: arslist@ARSLIST.ORG Subject: Re: Transferring a field only between servers ** If you can log into both servers at the same time you can use copy and paste to move only the field to the Dev server. -Original Message- From: Moore, Christopher Allen [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tue, 25 Mar 2008 12:41 pm Subject: Transferring a field only between servers ** Hey everyone- We deleted a field on our dev server which we would like to get back. The field is still on our production server form, however taking full definition from that form and putting it on the dev server is not desirable since other work has been done on the dev version of the form which we want to avoid overwriting. The field is a table with columns. Is there a way to just grab this field from our production version of the form and put it back on the dev version of the form? Thanks, Chris __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Planning your summer road trip? Check out AOL Travel Guides http://travel.aol.com/travel-guide/united-states?ncid=aoltrv0003000 015 . __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Table name containing error messages for active links
So if this is the query for filters, select filterid from filter_message where msgnum = 1440010 What would the table name be for active link messages? Sorry- I still don't have DB access and can't poke around myself yet and I need to get the table name to someone who can. SQL 2005 ITSM 7 Windows Server Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Table name containing error messages for active links
Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Andrew Fremont Sent: Monday, March 24, 2008 12:42 PM To: arslist@ARSLIST.ORG Subject: Re: Table name containing error messages for active links ** For the active link the table is actlink_message AF On Mon, Mar 24, 2008 at 10:23 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** So if this is the query for filters, select filterid from filter_message where msgnum = 1440010 What would the table name be for active link messages? Sorry- I still don't have DB access and can't poke around myself yet and I need to get the table name to someone who can. SQL 2005 ITSM 7 Windows Server Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Table name containing error messages for active links
Thanks Joe- I found it! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, March 24, 2008 12:47 PM To: arslist@ARSLIST.ORG Subject: Re: Table name containing error messages for active links actlink_message The structure of the table is as follows so restructure your query.. SQL desc actlink_message Name Null?Type - ACTLINKID NOT NULL NUMBER(15) ACTIONINDEX NOT NULL NUMBER(15) MSGTYPE NOT NULL NUMBER(15) MSGNUMNOT NULL NUMBER(15) MSGTEXT NOT NULL CLOB MSGPANECHAR(1) select actlinkid from actlink_message where msgnum = 1440010; Hope this helps Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen Sent: Monday, March 24, 2008 1:23 PM To: arslist@ARSLIST.ORG Subject: Table name containing error messages for active links ** So if this is the query for filters, select filterid from filter_message where msgnum = 1440010 What would the table name be for active link messages? Sorry- I still don't have DB access and can't poke around myself yet and I need to get the table name to someone who can. SQL 2005 ITSM 7 Windows Server Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding columns to the Overview console (again)
Maybe a mid-tier cache flush? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Blankenship, Mark (Mark) Sent: Friday, March 21, 2008 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: Adding columns to the Overview console (again) Is there a separate web view that you need to update? and it is true: the 'Add/Hide column' only works for those columns originally set to visible in the table. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Friday, March 21, 2008 8:09 AM To: arslist@ARSLIST.ORG Subject: Adding columns to the Overview console (again) ** Hey everyone- I added Create Date and Assignee to the Overview Console and it worked fine for the client- however when I log in on the web the columns are not there, and they don't show up in the drop down for preferences under Add Column. Is there something special you have to do to make them available there? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Limit a single record from being searched
Hey everyone- I got an odd request today: to create a record (a CI) which can only be seen by certain people/group- meaning that even is someone has access to the form normally and they try and search for this specific record, unless they are in a certain group they can't see it. Is this possible? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Limit a single record from being searched
Cool- I found it in the CMDB Config guide- thanks! I had no idea this was already in. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, March 20, 2008 8:28 AM To: arslist@ARSLIST.ORG Subject: Re: Limit a single record from being searched ** If you are using Ver 7 the facility is already there with field 112. Customization is needed to provide the specifics you need. -Original Message- From: Moore, Christopher Allen [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 20 Mar 2008 8:16 am Subject: Limit a single record from being searched ** Hey everyone- I got an odd request today: to create a record (a CI) which can only be seen by certain people/group- meaning that even is someone has access to the form normally and they try and search for this specific record, unless they are in a certain group they can't see it. Is this possible? Thanks, Chris __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Planning your summer road trip? Check out AOL Travel Guides http://travel.aol.com/travel-guide/united-states?ncid=aoltrv0003000 015 . __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Adding Organization to Asset records
Has anyone added the Organization level to asset records? Company is of course already there, but we need to be able to identify which Organization owns each CI as well. It looks like I'd have to add the field to BMC.CORE:BMC_BaseElement, then to each subsequent join form- is that the case or is there an easier way/more global way? I didn't see anything in the Best Practices guide or Config that talked about adding a field. Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Documentation - Workflow, etc.
Not really documentation, but something I think is a good practice we do here- if we need to alter workflow that was OOTB, after we make our change to it we do a 'Save As...' and add a prefix to be beginning of the workflow name, and deactivate the old workflow. That way we can easily roll back any changes. Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, March 20, 2008 8:20 AM To: arslist@ARSLIST.ORG Subject: OT: Documentation - Workflow, etc. I was wondering for those of you who do customizations, modifications, etc., how do you document your changes / workflow, etc. Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Adding Organization to Asset records
Roger, you're my CMDB hero today- thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roger Justice Sent: Thursday, March 20, 2008 9:50 AM To: arslist@ARSLIST.ORG Subject: Re: Adding Organization to Asset records ** Use the People tab to link the owned by to the CI. -Original Message- From: Moore, Christopher Allen [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 20 Mar 2008 9:38 am Subject: Adding Organization to Asset records ** Has anyone added the Organization level to asset records? Company is of course already there, but we need to be able to identify which Organization owns each CI as well. It looks like I'd have to add the field to BMC.CORE:BMC_BaseElement, then to each subsequent join form- is that the case or is there an easier way/more global way? I didn't see anything in the Best Practices guide or Config that talked about adding a field. Thanks, Chris __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ Planning your summer road trip? Check out AOL Travel Guides http://travel.aol.com/travel-guide/united-states?ncid=aoltrv0003000 015 . __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Flashboard error
Hey everyone- the above error shows up for a single user who is using the client. This is on the asset console. Others are not getting the same error and he has the same access restrictions as others who do not see the error. The only thing I can think of is that he's apparently using IE7 while everyone else is still (unfortunately) on IE6. Also, the flashboard on the asset console is not being used here and is not configured. When I open the form, it shows the standard IE This page cannot be displayed error. Has anyone seen this one before? ITSM 7.0.1 SQL Windows 2000 server Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.jpg
Re: Changing the background image of every form all at the same time
Yeah, sorry to say Toby, you have to do each one individually and make sure you check each view of each form. Also in ver 7, the vert and horiz nav fields cannot be changed without changing a css file on each client desktop. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Toby White Sent: Tuesday, March 18, 2008 6:39 AM To: arslist@ARSLIST.ORG Subject: Changing the background image of every form all at the same time ** Hi Arslist, I was wondering if anyone has come up with a way of changing the background image of every form all at the same time without having to go through one by one and manually changing each form? Any suggestions anyone? Server/Admin/User Version: 6.03.00 Patch 015 Database Type: SQL Server Regards, Toby __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Supported ARS Versions
6.3, 7.0, 7.1 Chris Moore | Remedy Developer | GOIS Unisys | 9500 Metric Blvd | Austin TX 78758 | 512 719-9682 THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY MATERIAL and is thus for use only by the intended recipient. If you received this in error, please contact the sender and delete the e-mail and its attachments from all computers. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kyle Whitley Sent: Friday, March 14, 2008 9:34 AM To: arslist@ARSLIST.ORG Subject: Supported ARS Versions I have been off the list for awhile and I was wondering what are the current supported versions of the ARS? Thanks Kyle ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: What specifically breaks upgrades?
Joe- Sorry if I'm confused here, but I want to be sure I have this straight! I was just creating a field and I gave it an ID of 6,500,000 (you said In case you have already done the above, I would use the archgid to correct the problem and give your fields an ID on or above the 6 million range..) and got popup saying You have specified a field ID in the reserved range...proceed? I did not- but is that ok? Are you saying when we create new fields/workflow we should give it IDs over 6mil and ignore that warning? Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, March 12, 2008 4:08 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? Rick, if you have the 7.1 Patch 2 email.linux.tar.gz file you can open it with Winzip or 7-zip and find the archgid utility in the /arsystem/linux folder. You can then copy this to your server. Unfortunately, getting the Windows version requires installing the Email application. --- J.T. Shyman From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 4:41 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? ** Must be a Windows thing. It is not installed with AR System or Email on Linux RHEL. That's using the 7.1.0 patch 2 installs. Rick On Wed, Mar 12, 2008 at 11:38 AM, Joe D'Souza [EMAIL PROTECTED] wrote: ** Rick, It is released to the best of my knowledge.. It usually gets installed with the Email installation of 7.1? These are the initial results I get if I run it which sounds like it is the new version.. E:\Program Files\AR System\AREmail\KCH1D001archgid Action Request System Change ID Utility Version 7.1.00 Build 200707311333 (c) Copyright 2002-2007 BMC Software, Inc. Enter user name: I haven't used this version of it to say if it works or not but I would assume it should.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 2:11 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? ** Good advice, Joe, except that AFAIK, archgid isn't available for v7.1 yet - if it ever will be. I don't think the 7.0 one will work against 7.1. Rick 2008/3/12 Joe D'Souza [EMAIL PROTECTED]: ** Allen, I would put using reserved field ranges to create your custom fields to be a number 1.. By reserved I do not mean AR System reserved but the ones that Remedy Developers use for their application.. If in case you have created custom fields and using their range that they usually create fields from, then in the event that they use the same ID, it could break your upgrade.. I would say the same thing for using the immediately available user range.. Avoid those too.. I have seen Remedy engineering using some of those fields for trim fields etc. too in the past, as they do not bother to give those trim fields a specific ID.. stay clear of those.. use ranges above the 6, 7 or 8 million range.. That way you could be sure that they would not invade that range.. In case you have already done the above, I would use the archgid to correct the problem and give your fields an ID on or above the 6 million range.. Cheers Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen Sent: Wednesday, March 12, 2008 12:56 PM To: arslist@ARSLIST.ORG Subject: What specifically breaks upgrades? ** Hey everyone- I'm putting together a plan to upgrade from 7.0 to 7.1. We have done some modifications to the system, but nothing too drastic. Form changes, additional workflow, but (as far as I know) no changes to the BMC OOTB workflow. What sorts of changes specifically are problematic when upgrading? Windows Server SQL DB Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: What specifically breaks upgrades?
Thanks JT- I used 600,000,001 and no error that time. However that implies that no one else here has ever done that, meaning we could have a mess on our hands at upgrade time... Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Thursday, March 13, 2008 9:42 AM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? I think Joe missed a word. It should be in the 6 hundred million range. (6-6) --- J.T. Shyman __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Using Not Like
Hey Everyone- We have an OOTB active link we want to make not run for administrators. It sets fields on TSK to read-only when a task is closed, but we would like administrators to be able to re-open closed tasks. While we could make an active link that runs after the one that makes the field read only reverse that, I would like to add to the run if condition of the original active link if possible. However, to do this all I can think is to add something along the lines of $GROUPS$ NOT LIKE Administrator. However, I don't think you can do that. $GROUPS$ != Administrator doesn't work, we tried that. It did work when we did $USER$ != my user name. Is there a way to do a not like? Or should I resign myself to letting Remedy do what it wants and then un-doing it in a separate action? Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using Not Like
:-) I'll give it a shot. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dylan Sent: Thursday, March 13, 2008 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like NOT($GROUPS$ LIKE %Administrator%) That should work. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 12:31 PM To: arslist@ARSLIST.ORG Subject: Using Not Like Hey Everyone- We have an OOTB active link we want to make not run for administrators. It sets fields on TSK to read-only when a task is closed, but we would like administrators to be able to re-open closed tasks. While we could make an active link that runs after the one that makes the field read only reverse that, I would like to add to the run if condition of the original active link if possible. However, to do this all I can think is to add something along the lines of $GROUPS$ NOT LIKE Administrator. However, I don't think you can do that. $GROUPS$ != Administrator doesn't work, we tried that. It did work when we did $USER$ != my user name. Is there a way to do a not like? Or should I resign myself to letting Remedy do what it wants and then un-doing it in a separate action? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using Not Like
LJ- I thought of that too, since there are Task Administrators etc., who we don't want doing this. I'll try using ID; doing it with %Administrator% did work, so group id should as well. Why the ; though? Is that needed? Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, March 13, 2008 3:47 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like Wouldn't you want NOT($GROUPID$ LIKE %;1;%) to avoid the problem of Administrator being part of another groups string? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like ** :-) I'll give it a shot. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dylan Sent: Thursday, March 13, 2008 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like NOT($GROUPS$ LIKE %Administrator%) That should work. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 12:31 PM To: arslist@ARSLIST.ORG Subject: Using Not Like Hey Everyone- We have an OOTB active link we want to make not run for administrators. It sets fields on TSK to read-only when a task is closed, but we would like administrators to be able to re-open closed tasks. While we could make an active link that runs after the one that makes the field read only reverse that, I would like to add to the run if condition of the original active link if possible. However, to do this all I can think is to add something along the lines of $GROUPS$ NOT LIKE Administrator. However, I don't think you can do that. $GROUPS$ != Administrator doesn't work, we tried that. It did work when we did $USER$ != my user name. Is there a way to do a not like? Or should I resign myself to letting Remedy do what it wants and then un-doing it in a separate action? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using Not Like
That worked- I get the ; bit- I realized why it was important as soon as I hit send :P Thanks everyone! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, March 13, 2008 3:47 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like Wouldn't you want NOT($GROUPID$ LIKE %;1;%) to avoid the problem of Administrator being part of another groups string? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like ** :-) I'll give it a shot. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dylan Sent: Thursday, March 13, 2008 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like NOT($GROUPS$ LIKE %Administrator%) That should work. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 12:31 PM To: arslist@ARSLIST.ORG Subject: Using Not Like Hey Everyone- We have an OOTB active link we want to make not run for administrators. It sets fields on TSK to read-only when a task is closed, but we would like administrators to be able to re-open closed tasks. While we could make an active link that runs after the one that makes the field read only reverse that, I would like to add to the run if condition of the original active link if possible. However, to do this all I can think is to add something along the lines of $GROUPS$ NOT LIKE Administrator. However, I don't think you can do that. $GROUPS$ != Administrator doesn't work, we tried that. It did work when we did $USER$ != my user name. Is there a way to do a not like? Or should I resign myself to letting Remedy do what it wants and then un-doing it in a separate action? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using Not Like
Good point, thanks Dylan. I'll use your suggestion. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Thursday, March 13, 2008 4:01 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like Your qual would fail if Administrator was the first group because of the leading ; though Personally I use GROUPIDS instead of GROUPS unless I have to. But if you remove the leading ; then any group that has 1 in the id would come up. I guess the best way would be something like (NOT($GROUPIDS$ LIKE %;1;%) AND NOT($GROUPIDS$ LIKE 1;%)) The ; is the way Remedy knows how to seperate the groups. So if you have two groups in your Group List, like Adminstrator(1) and APP-Support(12345) then the database value of that field would be 1; 12345; - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Direct: 949.509.4565 Fax: 949.509.7841 Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, March 13, 2008 1:47 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like ** Wouldn't you want NOT($GROUPID$ LIKE %;1;%) to avoid the problem of Administrator being part of another groups string? From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 2:39 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like ** :-) I'll give it a shot. Thanks! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Dylan Sent: Thursday, March 13, 2008 3:37 PM To: arslist@ARSLIST.ORG Subject: Re: Using Not Like NOT($GROUPS$ LIKE %Administrator%) That should work. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Thursday, March 13, 2008 12:31 PM To: arslist@ARSLIST.ORG Subject: Using Not Like Hey Everyone- We have an OOTB active link we want to make not run for administrators. It sets fields on TSK to read-only when a task is closed, but we would like administrators to be able to re-open closed tasks. While we could make an active link that runs after the one that makes the field read only reverse that, I would like to add to the run if condition of the original active link if possible. However, to do this all I can think is to add something along the lines of $GROUPS$ NOT LIKE Administrator. However, I don't think you can do that. $GROUPS$ != Administrator doesn't work, we tried that. It did work when we did $USER$ != my user name. Is there a way to do a not like? Or should I resign myself to letting Remedy do what it wants and then un-doing it in a separate action? Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This message and any attachments are for the intended recipient(s) only and may contain privileged, confidential and/or proprietary information about Downey Savings or its customers, which Downey Savings does not intend to disclose to the public. If you received this message by mistake, please notify the sender by reply e-mail and delete the message and attachments. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Removing Pending status as a choice
Hey everyone- 7.0 SQL Windows 2000 We have a requirement to get rid of Pending as a status on CHG. There are a couple of ways I can think of offhand to do it but I wanted some advice first. First option, delete the status pending from the field and give custom IDs to the other choices so the number is skipped and the other choices don't get moved up in the list. Second option, hide the status field, make a new status field with only the choices we want and then do a 'set fields' action on save and modify to the original hidden status field. My main concern is the wizard- how to handle that part. I haven't really looked t it yet though- it may be simple. Any advice/thoughts on how best to handle this? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Removing Pending status as a choice
Hey Ty- I'm not trying to delete the status reasons- I don't want the option for people to choose Pending as a status at all. Unfortunately (in this case) It's an attribute of the field, not a menu. The only way I can think of to do that are the 2 I listed, but I'm open to other options! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice Do not delete the Pending Statuses - mark them offline in SYS:Status Reason Menu Items. Simply add new ones to the SYS:Status Reason Menu Items. As well don't forget to get them to the hidden field Status Reason. As well remember about the Process Flow you have to modify the records in VIS:ProcessAcceleratorItem - set the status to offline for the ones you don't want and add new records for new Pending Statuses. Hope that helps. Ty On 3/12/08, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- 7.0 SQL Windows 2000 We have a requirement to get rid of Pending as a status on CHG. There are a couple of ways I can think of offhand to do it but I wanted some advice first. First option, delete the status pending from the field and give custom IDs to the other choices so the number is skipped and the other choices don't get moved up in the list. Second option, hide the status field, make a new status field with only the choices we want and then do a 'set fields' action on save and modify to the original hidden status field. My main concern is the wizard- how to handle that part. I haven't really looked t it yet though- it may be simple. Any advice/thoughts on how best to handle this? Thanks, Chris__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
What specifically breaks upgrades?
Hey everyone- I'm putting together a plan to upgrade from 7.0 to 7.1. We have done some modifications to the system, but nothing too drastic. Form changes, additional workflow, but (as far as I know) no changes to the BMC OOTB workflow. What sorts of changes specifically are problematic when upgrading? Windows Server SQL DB Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Removing Pending status as a choice
Hey Rick- Thanks for the response! And error message was an initial consideration as well, but one we'd like to avoid. It seems messy to the customer if there is an option in the list they can't use. If there's a good reason not to do it either of the other ways I mentioned though (potential upgrade issues down the road) then the pop-up error message may be the best choice. Any reason you can think of to not take it out of the drop down via another method? Thanks! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice ** Well, here's a third option. Create an Active Link that fires when the status is changed to Pending. Make the actions whatever you want - a message explaining to the user that Pending is verboten, changing Status to something else, whatever. I would also make a Filter that validates the value, to handle entry from outside the client. Rick On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: Hey Ty- I'm not trying to delete the status reasons- I don't want the option for people to choose Pending as a status at all. Unfortunately (in this case) It's an attribute of the field, not a menu. The only way I can think of to do that are the 2 I listed, but I'm open to other options! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice Do not delete the Pending Statuses - mark them offline in SYS:Status Reason Menu Items. Simply add new ones to the SYS:Status Reason Menu Items. As well don't forget to get them to the hidden field Status Reason. As well remember about the Process Flow you have to modify the records in VIS:ProcessAcceleratorItem - set the status to offline for the ones you don't want and add new records for new Pending Statuses. Hope that helps. Ty On 3/12/08, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- 7.0 SQL Windows 2000 We have a requirement to get rid of Pending as a status on CHG. There are a couple of ways I can think of offhand to do it but I wanted some advice first. First option, delete the status pending from the field and give custom IDs to the other choices so the number is skipped and the other choices don't get moved up in the list. Second option, hide the status field, make a new status field with only the choices we want and then do a 'set fields' action on save and modify to the original hidden status field. My main concern is the wizard- how to handle that part. I haven't really looked t it yet though- it may be simple. Any advice/thoughts on how best to handle this? Thanks, Chris__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: What specifically breaks upgrades?
Yes- we're planning to update to the newest versions of all the ITSM apps. Thanks all of you for your advice! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? ** Remember that in AR Server 7.1, licenses are treated differently. I noticed that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user licenses didn't get converted - only the Server license did. I would take a backup of my license file and my ar.conf file, to ensure that I can quickly restore anything that might not get upgraded correctly. Are you asking about ITSM as well? Rick On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I'm putting together a plan to upgrade from 7.0 to 7.1. We have done some modifications to the system, but nothing too drastic. Form changes, additional workflow, but (as far as I know) no changes to the BMC OOTB workflow. What sorts of changes specifically are problematic when upgrading? Windows Server SQL DB Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: Overview Console - Assignee
Credit to Michiel Beijen who made this post on the list last month. The only field that needs to be added to the Overview Console is the column for Assignee that points to the assignee field on SHR:ARDBC_OverviewConsoleTemplate. To popullate that field from all the different ticket types, you need to open the form SHR:ARDBCFields. You don't need to add any fields to this form, only records. You will need to know the DB ID of the assignee field on the tickets you want to track and the DB ID of the Assignee field on SHR:ARDBC_OverviewConsoleTemplate. You need to make a record on SHR:ARDBCFields for each ticket type you want to track on the overview console. I made three- one for TSK, one for CHG and one for INC. There are only three fields you need to fill out on this form. Field ID is the source for the assignee- so the assignee field on the actual ticket. You put the DB ID in here. For TSK, it's 10010413. Form GUID is the form name, from the table below. TMSTSK for Task. The vendor field ID is the Assignee field DB ID on the SHR:ARDBC_OverviewConsoleTemplate. It's always (for assignee) going to be 100218. After you've made all your records, make sure you've added the column to the table with the right permissions and restart the server (I've heard you only need to restart the plugins, so you can try that first) and it should magically work. To save youa a little time, here is the info for INC and CHG. INC Assignee Field ID 100218 Form GUID MAINHELPDESK CHG Assignee Field ID 103230 Form GUID MAINCHANGE Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Wednesday, March 12, 2008 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: Question: Overview Console - Assignee I have the same issue. Remedy 7.0.1 patch 6. I added the assignee column and tried referencing one of those assignee fields (helpdesk) and it still doesn't show anything. I look up the form that it should be looking at and look up the records and it shows nothing in the assignee field on the form. I need to refresh my memory since I attempted this a year ago. I only spent about half a day and was told not to bother with it. From what I remember though is that the assignee doesn't seem to get pushed to this form. On Mar 12, 9:58 am, Brandi Barbour [EMAIL PROTECTED] wrote: In my SHR:ARDBCFields form I have 3 entries for the assignee field. As follows: Entry 1 FIELD ID 100403 FORM GUID MAINCHANGE VENDOR FIELD ID 100218 GUID AUTOFILLED Entry 2 FIELD ID 100218 FORM GUID MAINHELPDESK VENDOR FIELD ID 100218 GUID AUTOFILLED Entry 3 FIELD ID 10010413 FORM GUID TMSTASK VENDOR FIELD ID 100218 GUID AUTOFILLED Does that make sense. This allows entries from the 3 forms to populate 1 in the vendor form. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 10:10 PM To: [EMAIL PROTECTED] Subject: Re: Question: Overview Console - Assignee Thank you - I have added fields before. The problem is the Assignee field is not the same on Task, Change and Incident. But I see the Assignee field in SHR:ARDBC. On Tue, Mar 11, 2008 at 2:48 PM, Brandi Barbour [EMAIL PROTECTED] wrote: You must add the entries to the SHR:ARDBCFields form for each field of the 3 forms and map them to the same field. So you will have 3 different entries for the Assignee field. One for each form. Once you do that you add the Assignee field to the table in the Overview Console with public permissions then restart the plugin. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Tuesday, March 11, 2008 12:19 PM To: [EMAIL PROTECTED] Subject: Question: Overview Console - Assignee I have added a couple of new fields to the Overview Console with no problems. However, the users want to see Assignee on the Overview Console. The problem is the Database ID for Change, Help Desk and Task is not the same. Has anyone added Assignee to their Overview Console? Thanks! __ __ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgPlatinum
Re: What specifically breaks upgrades?
Joe- We're going from 7.0 to 7.1. I did a 6.3 to 7.1 at my last job and it was such a mess we decided to just do an out of the box install and input the data separately. That's my fear now with moving to a new version and what I want to try and avoid. Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Wednesday, March 12, 2008 1:29 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? Just a patch or from version 6 ITSM to version 7? If you are talking about upgrading versions you are really talking about migration - as this is not really a straight forward stick in the CD and run an upgrade.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen Sent: Wednesday, March 12, 2008 1:38 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? ** Yes- we're planning to update to the newest versions of all the ITSM apps. Thanks all of you for your advice! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 12:10 PM To: arslist@ARSLIST.ORG Subject: Re: What specifically breaks upgrades? ** Remember that in AR Server 7.1, licenses are treated differently. I noticed that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user licenses didn't get converted - only the Server license did. I would take a backup of my license file and my ar.conf file, to ensure that I can quickly restore anything that might not get upgraded correctly. Are you asking about ITSM as well? Rick On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- I'm putting together a plan to upgrade from 7.0 to 7.1. We have done some modifications to the system, but nothing too drastic. Form changes, additional workflow, but (as far as I know) no changes to the BMC OOTB workflow. What sorts of changes specifically are problematic when upgrading? Windows Server SQL DB Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Removing Pending status as a choice
Thanks Phil. They said Hi :) Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Phil Bautista Sent: Wednesday, March 12, 2008 1:15 PM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice Chris, You could create workflow that will provide an error upon the selection of the status value and display an error message that this is no longer allowed. This will prevent them from using the value in the menu as well as informing the user of this change and even perhaps why. Once they learn this, then the workflow and messages will no longer pester them and encourage them to use the revised workflow and values. HTH (P.S. - Tell Janna Shanna Hi) Phil Bautista, Remedy Approved Consultant (RAC) Bull Creek Data Corporation 512-731-0304 www.bullcreek.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, March 12, 2008 11:44 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice Hey Ty- I'm not trying to delete the status reasons- I don't want the option for people to choose Pending as a status at all. Unfortunately (in this case) It's an attribute of the field, not a menu. The only way I can think of to do that are the 2 I listed, but I'm open to other options! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice Do not delete the Pending Statuses - mark them offline in SYS:Status Reason Menu Items. Simply add new ones to the SYS:Status Reason Menu Items. As well don't forget to get them to the hidden field Status Reason. As well remember about the Process Flow you have to modify the records in VIS:ProcessAcceleratorItem - set the status to offline for the ones you don't want and add new records for new Pending Statuses. Hope that helps. Ty On 3/12/08, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey everyone- 7.0 SQL Windows 2000 We have a requirement to get rid of Pending as a status on CHG. There are a couple of ways I can think of offhand to do it but I wanted some advice first. First option, delete the status pending from the field and give custom IDs to the other choices so the number is skipped and the other choices don't get moved up in the list. Second option, hide the status field, make a new status field with only the choices we want and then do a 'set fields' action on save and modify to the original hidden status field. My main concern is the wizard- how to handle that part. I haven't really looked t it yet though- it may be simple. Any advice/thoughts on how best to handle this? Thanks, Chris__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Removing Pending status as a choice
Rick- A variation of your last suggestion is the one I was originally leaning more towards. I knew I couldn't just delete the status because the other options would just get moved up the list and get new numbers (unless I changed the numbering to custom), but I don't like the idea of doing that. What I was thinking should work would be to hide the status field and make a new one in it's place that only has the options we want in it. I can then set that value into the real status field on save or modify with a low execution number. That way I wouldn't have to change any of the other workflow, except possibly the wizard stuff. Any reason why that wouldn't work? Chris Chris Moore | Remedy Developer | GOIS Unisys | 9500 Metric Blvd | Austin TX 78758 | 512 719-9682 THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY MATERIAL and is thus for use only by the intended recipient. If you received this in error, please contact the sender and delete the e-mail and its attachments from all computers. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice ** Well, the obvious reason is that it numerically re-orders the values below it in the field. If you don't know about that, you should before deleting the value. There's likely to be workflow that will perform unpredictably if you were to delete the value. You could, however, change the text of the Pending value to say something like Don't Select or something, without affecting any workflow. There is another, more drastic step you might consider, though I think it's overkill for your situation. Make the Status field read-only, and change the values via workflow, only when certain criteria are met. That way, users can never select any value. Another long term change, though one that would have to be accounted for in any upgrade, is to change the nature of the field (by using a different field) so that the field values didn't use the ID Enumeration value of Linear (a 7.0 function). By using a enum field with the value of Custom, you can remove a value without affecting the numerical representation of the other values. But doing that with the existing field won't help you, since those values are already linear. So you would have to create another Status field with the values you want, and then change ALL of the workflow (and there's tons of it) that touches the Status field. Again, that seems like massive overkill for a problem with far more simple solutions available. Rick On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: ** Hey Rick- Thanks for the response! And error message was an initial consideration as well, but one we'd like to avoid. It seems messy to the customer if there is an option in the list they can't use. If there's a good reason not to do it either of the other ways I mentioned though (potential upgrade issues down the road) then the pop-up error message may be the best choice. Any reason you can think of to not take it out of the drop down via another method? Thanks! Chris From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, March 12, 2008 11:54 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice ** Well, here's a third option. Create an Active Link that fires when the status is changed to Pending. Make the actions whatever you want - a message explaining to the user that Pending is verboten, changing Status to something else, whatever. I would also make a Filter that validates the value, to handle entry from outside the client. Rick On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen [EMAIL PROTECTED] wrote: Hey Ty- I'm not trying to delete the status reasons- I don't want the option for people to choose Pending as a status at all. Unfortunately (in this case) It's an attribute of the field, not a menu. The only way I can think of to do that are the 2 I listed, but I'm open to other options! Chris -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, March 12, 2008 11:05 AM To: arslist@ARSLIST.ORG Subject: Re: Removing Pending status as a choice Do not delete the Pending Statuses - mark them offline in SYS:Status Reason Menu Items. Simply add new ones to the SYS:Status Reason Menu Items. As well don't forget to get them to the hidden field Status Reason. As well remember about the Process Flow you have to modify the records in VIS:ProcessAcceleratorItem - set the status to offline for the ones you don't want and add new records for new Pending Statuses. Hope that helps. Ty On 3/12/08, Moore, Christopher Allen [EMAIL
Job posting
Location: Austin, TX Full time permanent position BMC Remedy Action Request System 7.0.1 Remedy developer/administrator(s) for client Remedy system. Applicant should be able to provide administration of Remedy people, locations, categorizations, and groups in a 7.x system. This person should be able to design, develop and/or re-engineer Remedy objects such as workflow and forms. The position requires that the applicant understand customers' requirements and can provide solutions by tailoring Remedy. A successful candidate must also have a strong technical background with a good understanding of data and data sources, focusing primarily on relational data structures. Applicant must be comfortable with the upgrade/patching process in Windows environment. Familiarity with the ITSM 7.x suite (BMC Remedy Incident, Problem, Change, Service Level, CMDB (2.x), and Asset Management applications) is essential. Experience with Microsoft SQL Server is preferred. The administrator should possess knowledge of integrations between the Remedy system and asset discovery software, monitoring software, and other IT service management systems. Foundational knowledge of IT Infrastructure Library (ITIL) processes is also important. The administrator needs to have strong communication skills, deep business process knowledge, and excellent technical skills. The administrator also needs to have sturdy problem determination knowledge and experiences in the IT field. ** Applicants must be able to pass a criminal history background check- Class B misdemeanor and above will not be considered** Please contact me off list for more information/questions. Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Tracking an error by number alone 1441186
Hey everyone- Before I got here, they had a requirement to hide the change implementer assignment fields in CHG:Infrastructure Change. That was causing problems however when we would try and set people to non-support staff and they had been set as a change implementer in the hidden field- they were assigned tickets and didn't know it and they had to be reassigned before their People record could change. I un-hid the fields for administrators, but rather than tracking down all the workflow to set and check those fields and turning them off, I created a filter that fired on modify and save to null them out, with an execution order of 600. I made that change last Friday and since almost 200 change tickets have been created and everything worked fine. However today someone was trying to modify a change and was unable to. He got the error The selected change implementer is invalid. Please reselect the change implementer from the menu and then reapply. ARERR 1441186. Specifically, he added a work note and hit save. That error is not from workflow I created, and I am trying to find out where it comes from. That number is too high to be from one of the OOTB errors (I think). It seems like it must be an error created in custom work, but the developers who set the system up are not available. I turned off the filter I made and it stopped the problem from occurring, however I cannot reproduce the error in dev and I didn't get a chance to log it on production. I can't turn it back on in production- it's a high availability 24/7 implementation. How can I find the workflow bit where that error comes from based only on that number? Thanks, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Tracking an error by number alone 1441186
Thanks! I've only been here 2 weeks, and I don't yet have DB access, so I couldn't look there. That's a huge help, thank you! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, March 10, 2008 3:12 PM To: arslist@ARSLIST.ORG Subject: Re: Tracking an error by number alone 1441186 Message numbers in that range are generally out of the box filters.. In your case the filter name is CHG:CRQ:ValidateChgImp_186 that causes that error. You can find it on your system with 2 simple queries.. select filterid from filter_message where msgnum = 1441186; Once you get the filterid, use that in the second query select name, filterid from filter where filterid = filterid; Or you could also run select distinct name, filter.filterid from filter, filter_message where filter.filterid = (select filterid from filter_message where msgnum = 1441186); Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen Sent: Monday, March 10, 2008 3:45 PM To: arslist@ARSLIST.ORG Subject: Tracking an error by number alone 1441186 ** Hey everyone- Before I got here, they had a requirement to hide the change implementer assignment fields in CHG:Infrastructure Change. That was causing problems however when we would try and set people to non-support staff and they had been set as a change implementer in the hidden field- they were assigned tickets and didn't know it and they had to be reassigned before their People record could change. I un-hid the fields for administrators, but rather than tracking down all the workflow to set and check those fields and turning them off, I created a filter that fired on modify and save to null them out, with an execution order of 600. I made that change last Friday and since almost 200 change tickets have been created and everything worked fine. However today someone was trying to modify a change and was unable to. He got the error The selected change implementer is invalid. Please reselect the change implementer from the menu and then reapply. ARERR 1441186. Specifically, he added a work note and hit save. That error is not from workflow I created, and I am trying to find out where it comes from. That number is too high to be from one of the OOTB errors (I think). It seems like it must be an error created in custom work, but the developers who set the system up are not available. I turned off the filter I made and it stopped the problem from occurring, however I cannot reproduce the error in dev and I didn't get a chance to log it on production. I can't turn it back on in production- it's a high availability 24/7 implementation. How can I find the workflow bit where that error comes from based only on that number? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Tracking an error by number alone 1441186
True- I hadn't thought of that...thanks! I'll remember that for next time. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Atul Vohra Sent: Monday, March 10, 2008 4:57 PM To: arslist@ARSLIST.ORG Subject: Re: Tracking an error by number alone 1441186 ** You could export the filters from your system. Then you could search for that msgnum in the filter def file. Atul - Original Message - From: Moore, Christopher Allen To: arslist@ARSLIST.ORG Subject: Re: Tracking an error by number alone 1441186 Date: Mon, 10 Mar 2008 15:17:27 -0500 ** Thanks! I've only been here 2 weeks, and I don't yet have DB access, so I couldn't look there. That's a huge help, thank you! Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza Sent: Monday, March 10, 2008 3:12 PM To: arslist@ARSLIST.ORG Subject: Re: Tracking an error by number alone 1441186 Message numbers in that range are generally out of the box filters.. In your case the filter name is CHG:CRQ:ValidateChgImp_186 that causes that error. You can find it on your system with 2 simple queries.. select filterid from filter_message where msgnum = 1441186; Once you get the filterid, use that in the second query select name, filterid from filter where filterid = filterid; Or you could also run select distinct name, filter.filterid from filter, filter_message where filter.filterid = (select filterid from filter_message where msgnum = 1441186); Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Moore, Christopher Allen Sent: Monday, March 10, 2008 3:45 PM To: arslist@ARSLIST.ORG Subject: Tracking an error by number alone 1441186 ** Hey everyone- Before I got here, they had a requirement to hide the change implementer assignment fields in CHG:Infrastructure Change. That was causing problems however when we would try and set people to non-support staff and they had been set as a change implementer in the hidden field- they were assigned tickets and didn't know it and they had to be reassigned before their People record could change. I un-hid the fields for administrators, but rather than tracking down all the workflow to set and check those fields and turning them off, I created a filter that fired on modify and save to null them out, with an execution order of 600. I made that change last Friday and since almost 200 change tickets have been created and everything worked fine. However today someone was trying to modify a change and was unable to. He got the error The selected change implementer is invalid. Please reselect the change implementer from the menu and then reapply. ARERR 1441186. Specifically, he added a work note and hit save. That error is not from workflow I created, and I am trying to find out where it comes from. That number is too high to be from one of the OOTB errors (I think). It seems like it must be an error created in custom work, but the developers who set the system up are not available. I turned off the filter I made and it stopped the problem from occurring, however I cannot reproduce the error in dev and I didn't get a chance to log it on production. I can't turn it back on in production- it's a high availability 24/7 implementation. How can I find the workflow bit where that error comes from based only on that number? Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Importing to a join form
Hey everyone- Probably pretty obvious, but wanted to be sure. I'm planning to import a bunch of data for computer systems. The form AST:ComputerSystem is where I want to see the data, but it's an inner join of BMC.CORE:BMC_ComputerSystem. Since I don't want to create new records, is that where I need to do the actual import and use the Request IDs on that form? Thanks- Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Importing to a join form
Hey Ben- Thanks for the reply! So I can do the import to the join form BMC.CORE:BMC_ComputerSystem (join of BMC.CORE:BMC_BaseElement and BMC.CORE:BMC_ComputerSystem_)? Or do I need to do it to the regular form BMC.CORE:BMC_ComputerSystem_ (underscore)?Will workflow create the entry to Base Element form or will I need to do a separate import there? Thanks, Chris From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Chernys Sent: Thursday, March 06, 2008 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Importing to a join form You can import to the BMC.CORE:BMC_ComputerSystem. The required workflow is set to fire on Merge and the BMC Import tool does not allow you to inhibit the merge filters. Using AST:ComputerSystem is not recommended. Not all fields are guaranteed to be in the AST forms where as the BMC.CORE join forms does contain all fields. Cheers Ben Chernys Software Tool House Inc. Canada / Deutschland / Germany A free notepad for Diary fields: http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm An ARS API scripting tool used for migration, integration, import, batch jobs: http://www.softwaretoolhouse.com/products/SthMupd http://www.softwaretoolhouse.com/products/SthMupd From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: March 6, 2008 5:53 PM To: arslist@ARSLIST.ORG Subject: Importing to a join form ** Hey everyone- Probably pretty obvious, but wanted to be sure. I'm planning to import a bunch of data for computer systems. The form AST:ComputerSystem is where I want to see the data, but it's an inner join of BMC.CORE:BMC_ComputerSystem. Since I don't want to create new records, is that where I need to do the actual import and use the Request IDs on that form? Thanks- Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SLA problem- ticket missed SLA that doesn't seem like it should have
Hey everyone-
ITSM 7.0 patch 6
Windows server
SQL DB
I got an email this morning about a ticket that missed an SLA, but it
doesn't look like it should have.
The SLA is for resolution of a Priority 3 (Urgency) ticket. The time
for the SLA is 45 hours. The clock starts when the ticket is submitted
and ends when it is resolved/closed. It excludes tickets where
('Status' = Pending) AND (('Status_Reason' = Agency Resolver Action)
OR ('Status_Reason' = Client Action Required) OR ('Status_Reason' =
Client Hold)). The ticket was open several days from open to close,
but all of that time except 4:53 was Pending.
If it matters, this ticket did legitimately miss the initial response
SLA of 1 hour, but I see no reason why the response and resolved SLAs
should be linked.
Here's the information about the SLA:
Terms: 'Priority' = 3-Medium AND 'Company' != TfT AND 'Service Type'
!= User Service Request AND 'Resolution Category' != Customer
Responsibility AND 'Incident Association Type' != Duplicate
Delete: 'Status' = Cancelled OR 'Company' = TfT OR 'Resolution
Category' = Customer Responsibility OR 'Incident Association Type' =
Duplicate OR 'Service Type' = User Service Request
Start when: 'Status' = New
Stop when: 'Status' = Resolved
Exclude: ('Status' = Pending) AND (('Status_Reason' = Agency Resolver
Action) OR ('Status_Reason' = Client Action Required) OR
('Status_Reason' = Client Hold))
The ticket in question was created 2/11/08 at 12:12PM.
2/11/08 at 4:52pm it went into Pending
2/12/08 4:31pm it went to In Progress
2/12/08 4:54pm it went back to Pending
2/21/08 5:02 pm the ticket was Resolved
My first guess was that the active link that sets the field
Status_Reason (which is a hidden field) wasn't working, but it seems to
be. I'm considering taking that part out of the qualification since
it's required to put a status reason when the status is pending and
those are the only options anyway.
Has anyone had any problems like this? I don't know if this has
happened more than this time, but we only meet that SLA 93.4% of the
time according to the system.
Thanks,
Chris Moore
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Re: SLA problem- ticket missed SLA that doesn't seem like it should have
That sounds like our problem, but we're on 7.0.2 SLA. I'll look though
and see if there are any bug reports for that version.
Chris
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A.
Sent: Wednesday, March 05, 2008 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: SLA problem- ticket missed SLA that doesn't seem like it
should have
We had the same reports with our SLM 7.03 application used with Incident
from ITSM 7.02 patch 005.
There is actually a bug on BMC's site about this with this description
(SW00285338).
SLM 7.0.3 - If a record is logged where the SVT is immediately in
Pending, and the goal passes before the status has changed, then the SVT
shows Missed Goal (and later Missed)
Do you have this version? If not then Im not sure if for some reason it
surfaced with your Remedy SLM 7 version.
Thanks
Peter Lammey
ESPN MIT Technical Services Applications Management
860-766-4761
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen
Sent: Wednesday, March 05, 2008 10:55 AM
To: arslist@ARSLIST.ORG
Subject: SLA problem- ticket missed SLA that doesn't seem like it should
have
**
Hey everyone-
ITSM 7.0 patch 6
Windows server
SQL DB
I got an email this morning about a ticket that missed an SLA, but it
doesn't look like it should have.
The SLA is for resolution of a Priority 3 (Urgency) ticket. The time
for the SLA is 45 hours. The clock starts when the ticket is submitted
and ends when it is resolved/closed. It excludes tickets where
('Status' = Pending) AND (('Status_Reason' = Agency Resolver Action)
OR ('Status_Reason' = Client Action Required) OR ('Status_Reason' =
Client Hold)). The ticket was open several days from open to close,
but all of that time except 4:53 was Pending.
If it matters, this ticket did legitimately miss the initial response
SLA of 1 hour, but I see no reason why the response and resolved SLAs
should be linked.
Here's the information about the SLA:
Terms: 'Priority' = 3-Medium AND 'Company' != TfT AND 'Service Type'
!= User Service Request AND 'Resolution Category' != Customer
Responsibility AND 'Incident Association Type' != Duplicate
Delete: 'Status' = Cancelled OR 'Company' = TfT OR 'Resolution
Category' = Customer Responsibility OR 'Incident Association Type' =
Duplicate OR 'Service Type' = User Service Request
Start when: 'Status' = New
Stop when: 'Status' = Resolved
Exclude: ('Status' = Pending) AND (('Status_Reason' = Agency Resolver
Action) OR ('Status_Reason' = Client Action Required) OR
('Status_Reason' = Client Hold))
The ticket in question was created 2/11/08 at 12:12PM.
2/11/08 at 4:52pm it went into Pending
2/12/08 4:31pm it went to In Progress
2/12/08 4:54pm it went back to Pending
2/21/08 5:02 pm the ticket was Resolved
My first guess was that the active link that sets the field
Status_Reason (which is a hidden field) wasn't working, but it seems to
be. I'm considering taking that part out of the qualification since
it's required to put a status reason when the status is pending and
those are the only options anyway.
Has anyone had any problems like this? I don't know if this has
happened more than this time, but we only meet that SLA 93.4% of the
time according to the system.
Thanks,
Chris Moore
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Re: Very Simple Question
Yeah, do the increment on the change form and push the new value to the
people form.
Chris
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 4:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question
Thanksactually I don't think the set field will work in this active
link. I think I might just need to create another active link or build
a guide. Here is the whole scenario
We are trying to track Access Card Ids and we want to know every time a
card is replaced. So I've created two fields on CTM:People, Access Card
and Rplcmnt Access Card Count.
I've also created an Rplcmnt Access Card field on CHG:Infrastructure
Change that only becomes visible and writable when the proper
Operational Categorization is selected.
I then created an Active Link which will fire on Modification of the Chg
form when the Rplcmnt Access Card field != $NULL$. The If Action is a
Push Field to the People form if the ('Access Card'!= $Rplcmnt Access
Card$) AND ('Remedy Log In ID' = $CustomerLogInID$)
I am pushing $Rplcmnt Access Card$ to 'Access Card' field on People, and
then I'd like to add 1 to the Rplcmnt Access Card Count also on the
people form. But I can't add a set field action in the current Active
Link because it is firing against the chg form.
So I think the only way to get this to work the way I want it to is to
create another Active Link just to do a Set Field action on Rplcmnt
Access Card Count field if TR.Access Card != DB.Access Card?
Does that sound right?
Lou
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question
Cool, since you are new, I'll give you a pointer. Set is for getting
information from somewhere else (or current transaction) and updating
fields
on this record with the values. Push is for updating another record
with
information.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question
I was using a Push Field action. I'll add a Set Field.
Thanks Gang,
Lou
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing
Sent: Wednesday, March 05, 2008 4:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Very Simple Question
Setfield action
$Field$ + 1
This will increment the value if $Field$ is an integer field
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Louis Cobuccio
Sent: Wednesday, March 05, 2008 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Very Simple Question
Okay guys I have a real easy one for you.
We are running AR System 7.0.1 patch 006 in a Windows environment. I
am
trying to build an active link which needs to add 1 to the current
value
in an integer field on a form when the criteria is met. I can't for
the
life of me figure out the syntax needed to accomplish this. Any help
would
be great; the field name is Rplcmnt Access Card Count.
Thank you guys,
Lou
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Re: Selecting a product nulls the 3 tiers above it
I figured it out- someone disabled the filter that prevents you from saving a record where there is already a (Product Name = $Product Name$ and Manufacturer = $Manufacturer$) because it was annoying and they wanted to be able to do so. They did not realize that was only one part of the workflow that checks for that sort of thing. I'm trying to impress on them that there is probably not a legitimate reason to try and force it through. Chris Moore | Remedy Developer | GOIS Unisys | 9500 Metric Blvd | Austin TX 78758 | 512 719-1682 THIS COMMUNICATION MAY CONTAIN CONFIDENTIAL AND/OR OTHERWISE PROPRIETARY MATERIAL and is thus for use only by the intended recipient. If you received this in error, please contact the sender and delete the e-mail and its attachments from all computers. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lammey, Peter A. Sent: Friday, February 29, 2008 7:52 AM To: arslist@ARSLIST.ORG Subject: Re: Selecting a product nulls the 3 tiers above it Does the Product Name of the record you entered in PCT:ProductAlias have the same Product Name and Product ID as the Product entry you created in PCT:Product Catalog? I have had this issue occur and it was always a case of the PCT:Product Alias record for that product had a Product Name that did not match the Product entry in PCT:Product Catalog. Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Wednesday, February 27, 2008 6:04 PM To: arslist@ARSLIST.ORG Subject: Re: Selecting a product nulls the 3 tiers above it ** Ok, I got a bit farther- The AL CHG:CRQ:ProdName(2)Manuf_100_M0 always fires, and sets the tiers from the form PCT:ProductAliasCPYAssocLookUp. For some reason, the product I entered has no record on that form. Anyone know what I can do to get it on there? It's a join of PCT:ProductCompanyAssociation and PCT:Product Alias LookUp. The is no entry on PCT:Product Alias LookUp for either version of the product. It's a join of PCT:Product Alias, for which there is an entry for the old version of the product (not the one I added) and PCT:Product Catelog, where I added the product. I added a record in the PCT:ProductAlias form, but still no dice. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.gif
Selecting a product nulls the 3 tiers above it
Hello everyone- I added a product which is a duplicate name of another, but has a different third tier categorization. MidrangeDeviceMSProductA when there is a MidrangeDeviceIntelProductA. This shouldn't be a problem- there are other instances in our system like this. I made it global and available for all applications. When I go through the process to select it in a change ticket the three categorization tiers above revert to NULL once I select the product name. The active link that does this is CHG:CRQ:ProdName(2)Manuf_105_M5E on an else action. The run if condition is $LASTCOUNT$ 1. The else action sets the tiers to $z1D Char01$, $z1D Char02$ and $z1D Char03$ from the current screen (CHG:infrastructureChange). I don't see these $z1D Char0X$ fields on the form anywhere, for one thing- so I can't see where they are populated. Does anyone have a clue what's happening here? ITSM 7.0 SQL 2005 Windows Server Thanks! Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Selecting a product nulls the 3 tiers above it
Ok, I got a bit farther- The AL CHG:CRQ:ProdName(2)Manuf_100_M0 always fires, and sets the tiers from the form PCT:ProductAliasCPYAssocLookUp. For some reason, the product I entered has no record on that form. Anyone know what I can do to get it on there? It's a join of PCT:ProductCompanyAssociation and PCT:Product Alias LookUp. The is no entry on PCT:Product Alias LookUp for either version of the product. It's a join of PCT:Product Alias, for which there is an entry for the old version of the product (not the one I added) and PCT:Product Catelog, where I added the product. I added a record in the PCT:ProductAlias form, but still no dice. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Scanners and barcodes
Good afternoon- We would like to use barcodes and hand-held scanners to keep track of assets and get the information into CMDB. Has anyone here done anything like this? Thanks! Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Scanners and barcodes
Thanks Claire- I'll drop him a line! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Tuesday, February 26, 2008 1:16 PM To: arslist@ARSLIST.ORG Subject: Re: Scanners and barcodes The Remedy King of Barcode and Scanning is Phil Bautista- bautista at bullcreek.com From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Moore, Christopher Allen Sent: Tuesday, February 26, 2008 12:05 PM To: arslist@ARSLIST.ORG Subject: Scanners and barcodes ** Good afternoon- We would like to use barcodes and hand-held scanners to keep track of assets and get the information into CMDB. Has anyone here done anything like this? Thanks! Chris Moore __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Removing fields from report selection
Hi, I have been given a request to remove hidden fields from the list for selection when running reports. I doubt this is possible, but before I said so I thought I'd check here. Thanks, Chris Moore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
