Re: ITSM 7.x - Can you update the Notification Preferences of CTM:People recocrds that are marked Non-Support Staff*?
Candace - We had tried turning off customer notifications by also setting the 'Notification Availability' to No. It didn't work though - the customers were still getting their default notifications (request submitted successfully, request resolved, etc.). The entire Notifications tab appears to only apply to support user notifications. Also, the Default Notify Mechanism only applies as a backup notification method if the primary default method is not available. Pegasus Solutions | BreakThrough Greg Orndorff -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 9:30 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Yes, what you want is doable - here is how 1. No you can't set up 'User' defined notifications for these users but you can turn off the notifications. Go to the Notification tab in the People form and under the Notification Availability, select 'No'. In addition and/or instead of that you can also select something other than Email in the Default Notify Mechanism. That's going to turn off all notifications for that person though, so again if you want something customized on a per-person basis you are probably going to have to build extra workflow. So this option is pretty much all or nothing - and you need to have your users understand that. 2. Take a look at the form NTE:SYS-Define NT Events. This form holds all the possible notification events - but again this is for everyone or no one (either non-support or support), but it will help you understand what is triggering the notifications. Take a look at all other NTE forms too. Not that they will help. For the rest I will have to research and get back to you - I have a 2 hour meeting that I need to attend now. Hope this helps! Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business - global capability, personal accountability. This e-mail is strictly confidential and intended only for use by the addressee unless otherwise indicated -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bilinski, John Sent: Wednesday, June 11, 2008 8:24 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? Candace, Thanks for your response. What specific type of notifications are you trying to configure for these non-support people? I want to create "User" notifications for the non-support staff people so that I can turn off the OOB default notifications individually based on if the individual customer does not want to receive certain notifications. Can I do that? I don't necessarily need to change the wording of a notification I just want to allow our help desk staff to turn off some of the individual notifications for Non-Support Staff customer profiles upon request from the customer. So if a customer does not want to receive a Incident Closure notification I can modify their notification list to turn that off only for them. If this is not possible what form connects the Events to the actual filters that fire the notifications so I can get started with these customizations. So far I have found the forms with the NTE: acronym on the form names. These seem to be the back-end forms form the ITSM Notifications but I need help finding the form that connects the Notification Event (NTE:LoadNotifiationEvents form) to the actual filter that fires off the email. What are the filter Names? You don't have to give me all maybe just one or two so I can start my investigation. Thanks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Wednesday, June 11, 2008 11:09 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7.x - Can you update the Notificiation Preferences of CTM:People recocrds that are marked Non-Support Staff*? John - The OOB notifications should all be enabled for non-support people to receive specific notifications based on types of events - assuming that these people are submitters of tickets. What specific type of notifications are you trying to configure for these non-support people? And what do you want these notifications to say? It may be that you will need to build some custom filters to accommodate something different because OOB, you don't have the ability to update any of the standard non-support person notifications. You have what you have. I have been struggling with some of the limitations of the 7.x OOB notifications as well so I can feel your pain. :) Candace DeCou DOI Remedy Systems Analyst Verizon Business Office: (408) 371-1112 Email: [EMAIL PROTECTED] Verizon Business -
Re: Business Hours for ITSM 7.0 Assignment
Barring any development, Business Hours for a group are not taken into account for group assignment. And yes, it will be assigned to this group - as long as it would have normally been assigned to this group within normal support hours. In the Incident Log however, while the 'Actual Duration' will continue to tick away, the 'Business Hours Duration' won't begin until the next start time defined for the group. Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of lann Sent: Thursday, June 05, 2008 6:06 AM To: arslist@ARSLIST.ORG Subject: Business Hours for ITSM 7.0 Assignment Is Business Hours configured for a Support group taken into account for Group Assignments? Suppose for Group1 I have configured the Monday timings as 9:00 AM to 6:00 PM. Will a ticket created at 8:00 PM on Monday be assigned to this group? -- View this message in context: http://www.nabble.com/Business-Hours-for-ITSM-7.0-Assignment-tp17669368p17669368.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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: Requester Console vs. Incident Management Status
Ricki - The requester console status is mapped to the incident's Stage. Below are the mappings I had to determine on my own. Below is the Service Request Status and to the right of the = is the Incident Stage N/A = Identification & Recording In Process = Investigation & Diagnosis Staged = Investigation & Diagnosis In Progress = Resolution & Recovery Completed = Incident Closure Closed = Closed Cancelled = Closed Regards, Greg Orndorff From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Haines, Ricki Sent: Tuesday, June 03, 2008 10:14 AM To: arslist@ARSLIST.ORG Subject: Requester Console vs. Incident Management Status ARS, IM, PM, MT 7.0.1, patch 4 SQL Server 2003 Enterprise x64 SP2 Hello, In order to decrease the number of calls to our Help Desk we're rolling out the Requester Console. One of the problems we're having is with the Status field. The Status in Requester has nothing to do with the real Status in IM. In the form RQC:ServiceRequestConsole there are two status fields, one of them hidden. Although not accurate, the Status in the hidden field more closely fits the actual Status. I'm wondering how much work flow is behind the Status field in Requester and should I match the values with ones in the Status field in IM. Has anyone dealt with this? Below is BMC's response to this issue. Thanks, Ricki Haines FROM BMC: In researching further the statuses for the Requester Console are: New Pending Staged In Progress Completed Rejected Canceled Closed The statuses for the Incident are: New Assigned In Progress Pending Resolved Closed Canceled This is as designed. I hope this resolves your issue. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Test
Test message - Please ignore. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Testing Software/BMC Remedy Integrations
Scott - Hope you're doing well. According to our QA team member, there was a Remedy add-in available for Quality Center. He doesn't believe it was maintained however, and is pretty sure it no longer exists. As to the others you mentioned, he has no idea. Sorry we didn't have any more information for you - Good luck. Pegasus Solutions | BreakThrough Greg Orndorff Applications Consultant Enterprise Delivery Phone: 480.624.6218 To quickly log a ticket - click HERE! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, May 22, 2008 5:28 AM To: arslist@ARSLIST.ORG Subject: Testing Software/BMC Remedy Integrations Has anyone out there integrated third-party testing software, such as HP's TestDirector or TechExcel's DevTest, with any Remedy products (ITSM, CSS or QM)? Scott Parrish IT Prophets, LLC (770) 653-5203 www.itprophets.com ___ 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: Chnage Management email notification issue
My guess is that BMC is saying it's "by design" because for us, our orphaned tasks remain open. So they must have at least fixed them in a later patch so that they are Closed. We're currently on - AR Server version and patch:7.0.01 patch 005 AR User version and patch: 7.0.01 patch 002 Change Mgmt:7.0.01 patch 003 Pegasus Solutions | BreakThrough Greg Orndorff Applications Consultant Enterprise Delivery Phone: 480.624.6218 To quickly log a ticket - click HERE! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Thursday, May 22, 2008 11:04 AM To: arslist@ARSLIST.ORG Subject: Re: Chnage Management email notification issue We had a similar issue, that being when you create a Change and you add Task(s), however, at the last minute you decided NOT to save the Change record ALL the Task(s) associcated with the Change are set to Status = Closed / Status Reason = Canceled. This results in Orphan Records. According to Remedy this is by design. I'm not exactly sure why Orphan records would be by design, but that is what I am told. If you click on the "Open" button to open the Change from the Orphan Task it says something like "Requester is not available" - this is not clear. The Change record does not exist, but all your Task(s) do. As well take note if you delete your Change record it does not warn you about the Task(s), the result will be your Change record will be delete, but your Task(s) will still exist - orphan records. On 5/22/08, Wirasat Siddiqi <[EMAIL PROTECTED]> wrote: > ** > > We are noticing that if someone fill out change request form using select > template options but for some reason changes his mind and does not submit > the change. In that case, tasks are getting generated and get closed out. > However, it is sending out email notification to some of the groups that > have assigned tasks. It should not send email notification when change > ticket was not even submitted. > > Here are the environments we are using: > > OS: Linux SUSE 10 > > Database: Oracle 10g > > AR Server: 7.1 Patch 1 > > ITSM: 7.0.03 Patch 7 > > > > Thanks,Wirasat __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"
Re: Change Approver Notification
Mike, Ad Hoc Approvers are supposed to receive notifications OOB. These did not work for us until we upgraded from ARS 7.0.01 Patch 2 to Patch 5. Not sure specifically which Patch (3, 4, 5) fixed it though. Greg Orndorff Pegasus Solutions, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of versicle Sent: Tuesday, February 05, 2008 10:36 AM To: arslist@ARSLIST.ORG Subject: Change Approver Notification All, I have a simple question...When a user is added to the Approver tab in a Change Request should they receive a notification informing them that they have a Change that is pending approval? If so, this should happen no matter what phase of the change the approver is added correct? Is there some configuration form to set the notifications to approvers? Mike -- View this message in context: http://www.nabble.com/Change-Approver-Notification-tp15294584p15294584.h tml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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: Closing Incident from Requester Console
Elinore - Another option (probably not the one you're looking for though) is to have the customer submit a work info entry from the request letting the Assignee know to go ahead and close the Request/Incident. Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Elinore AR Sent: Tuesday, January 22, 2008 7:12 PM To: arslist@ARSLIST.ORG Subject: Re: Closing Incident from Requester Console Hi Lisa, Thanks for your insight. The reason for wanting a quick close button on the Requester Console is that, on our end (operating company), we can only take the incident up to "complete/resolved" status. All of our clients who logs their support issues on the console are the only ones who can sign-off or "close" the issue once they feel that the resolution we provided was acceptable. Otherwise they can re-open the issue or cancel it (these 2 options already exist, just not the "close" option.) Since they are clients, they will not have any access to the Incident Management console and it would be counter-productive for us if the client would keep calling us/sending us email requesting to close the incident instead of just giving them the ability to do so. Elinore On Jan 22, 10:43 pm, Lisa Westerfield <[EMAIL PROTECTED]> wrote: > Elinore, > > My initial curiosity makes me ask: > - what audience do you want to quickly close incidents from here? > - why do you want them to have a quick link vs opening the incident and providing information before closing? Considering that your support groups are already working on them. > > Besides that... The purpose of the Requester Console is to provide a portal for guests, or essentially any person with less than basic Remedy access needs, so they may make requests for work. The other consoles are more intended to interract with requests by providing many more options. > > In addition, the Requester Console actually displays 'request' records which are related to incidents under the covers. Those records are only related to other incidents or changes if there is a record number in the first column, otherwise it's still a request record with errors. > > From my experience, I wouldn't expect that a quick close option would be as common from a console as the user should have to provide more information for resolving or closing, which would require an additional window pop or to open the record entirely. As I said, "I wouldn't expect it", because I've never experienced a situation where requesters could influence a record once level 2 has begun work on it, without more information. But then again, someone out there could be working differently. > > Hope that is somewhat helpful. > -Lisa > > - Original Message - > From: Action Request System discussion list(ARSList) <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] <[EMAIL PROTECTED]> > Sent: Tue Jan 22 02:21:14 2008 > Subject: Closing Incident from Requester Console > > Hi all! > > I was wondering if anyone has ever done closing an incident from the > Requester Console? Can anyone share their experience? I know that from > the Requester Console there is a Reopen and Cancel buttons but no > way to close the incident from there without having to go to the > Incident Management Console and try to execute "Incident Closure" > quick actions or open the incident itself and close it from there. > > Ideally I was wanting to bring the "Incident Closure" quick action to > the Requester Console but it wasn't as easy as I thought. So I wanted > to ask here if anyone else has successfully done something like this > or if any of you has other ideas on how to accomplish this. > > TIA. > > Elinore > > ___ > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > Platinum Sponsor:www.rmsportal.comARSlist: "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: Incident form, Work Info History counters
I've checked many Incidents on our system (ITSM 7.0.01.002) and see they match up as they're supposed to. The only thing was that it didn't always catch the Customer Communication entry that states the Incident was created from the Requester Console. - Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, January 15, 2008 3:46 PM To: arslist@ARSLIST.ORG Subject: Incident form, Work Info History counters Is it just my test system (ITSM 7.0.02.006), or has anyone else noted that there is a general inconsistency between the number of actual Work Info entries of each Communication Type (Inbound and Outbound) and the totals that displayed in the two Work Info History counters on the Incident form?? I was trying to figure out how to update these counters on the Incident (HPD:Help Desk) form - when I create new Work Info entries directly into the HPD:WorkLog form for a given incident using Kinetic Request, but after looking at existing tickets updated directly in the Incident form (or from the Requester Console interface), the counter numbers don't add up anyway. I was concerned that the statistics would not match the numbers and types of Work Info entries once customers start adding Inbound entries from my Kinetic interface, but it looks like the Incident module has already ensured that they won't add up with its OOTB work flow. Are these counters working correctly on anyone's test or deployed Incident Management 7.x system??? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ___ 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: On-line presentations from BMC Userworld ?
http://www.bmcuserworld.com/scheduler/login.do - Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ken Paris Sent: Monday, September 11, 2006 11:22 AM To: arslist@ARSLIST.ORG Subject: On-line presentations from BMC Userworld ? I was told that the presentations from the BMC Userworld would be available on-line last week. Any one know where they are ? -- Ken Paris BAS/CIT Genentech, Inc ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: ITSM 7 SRM Error - RESOLVED
Title: RE: ITSM 7 SRM Error
**
BMC solved the issue, specifically Steven Duncan (very
friendly and resourceful). In our 'Configure Incident Rules' form, we had
'Create Request on Submit' set to "Yes" ("No" is the default). This
essentially means (p. 340 of the ITSM Config Guide) that, for the entire company
listed in the record, a separate request ticket (SRM form) is created for those
companies (customers) that will be using the Requester Console. Well, we
had created users in that same company that had no login id. The problem
occurred because we were saying for that company, we were saying that the
customer would have no access to the system yet wanted to create a request that
they couldn't see anyway. So now that I understand the problem, I think
Remedy should have somehow prevented this error from happening or at least
provide a better error message. They could have made the login id field
required if 'Create Request on Submit' was already set to "Yes". It would
have saved a lot of time.
- Greg
From: Action Request System discussion
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J
C-E LCMC HQISEC/L3Sent: Thursday, August 31, 2006 3:44
PMTo: arslist@ARSLIST.ORGSubject: Re: ITSM 7 SRM
Error
**
Greg: Is
this on one particular machine? If so, you may need to do some work, but I
would start with uninstalling, powering down the machine (not just restarting)
and then power it back up and install again. Sometimes systems get really
confused if you don't restart between an uninstall and an install.
James McKenzie
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Orndorff, Greg Sent: Thursday, August 31, 2006 3:30
PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 SRM Error
** Joe and Lars - Thanks for
responding. I'm the user and have 'God' permissions. This
application is out of the box with all the forms and workflow already created by
BMC. We have not changed anything; we're just using/testing the
application. I should have stated that my question is directed to just
those who have installed ITSM 7.0, i.e. the non-Developers. I'm not real
hopeful as it doesn't appear that a lot of people have ITSM 7.0
installed.
- Greg
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of
Joe DeSouza Sent: Wednesday, August 30, 2006 5:45
PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 SRM Error
** Are you doing a Push Fields operation
on submit either using a filter or an Active Link to another form that does not
allow those users to write to the fields that your system is complaining about?
Check the permissions of those users on that form...
Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia.
- Original Message From: Greg
Orndorff <[EMAIL PROTECTED]> To:
arslist@ARSLIST.ORG Sent: Wednesday, August 30, 2006
8:30:46 PM Subject: ITSM 7 SRM Error
When submitting an Incident, I and another user get the
following message: "ARERR [326] Required field cannot be
reset to a NULL value: SRM: RequestInterface_Create
(100337)
ARERR [326] Required field cannot be reset to a NULL value: SRM:
RequestInterface_Create: Login ID"
It prevents us from submitting the ticket. All other users
are fine. At one point, I was able to submit
Incidents. I've tried completely uninstalling and
reinstalling to no avail. When we log in on other machines though, it works fine. I've logged a ticket with BMC and
sent the filter log to them but haven't heard anything
back. We're using Windows XP. Has anyone
else experienced this error?
Thanks, Greg Orndorff Pegasus Solutions
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Re: ITSM 7 SRM Error
Title: RE: ITSM 7 SRM Error ** This is on separate machines (now 3). I did just receive a response from BMC and will talk with them tomorrow morning - hopefully they know what the problem is. I did not power down between uninstall and reinstall. If speaking with BMC doesn't help I will try that. Thanks, Greg Orndorff From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3Sent: Thursday, August 31, 2006 3:44 PMTo: arslist@ARSLIST.ORGSubject: Re: ITSM 7 SRM Error ** Greg: Is this on one particular machine? If so, you may need to do some work, but I would start with uninstalling, powering down the machine (not just restarting) and then power it back up and install again. Sometimes systems get really confused if you don't restart between an uninstall and an install. James McKenzie From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Orndorff, Greg Sent: Thursday, August 31, 2006 3:30 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 SRM Error ** Joe and Lars - Thanks for responding. I'm the user and have 'God' permissions. This application is out of the box with all the forms and workflow already created by BMC. We have not changed anything; we're just using/testing the application. I should have stated that my question is directed to just those who have installed ITSM 7.0, i.e. the non-Developers. I'm not real hopeful as it doesn't appear that a lot of people have ITSM 7.0 installed. - Greg From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe DeSouza Sent: Wednesday, August 30, 2006 5:45 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 SRM Error ** Are you doing a Push Fields operation on submit either using a filter or an Active Link to another form that does not allow those users to write to the fields that your system is complaining about? Check the permissions of those users on that form... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: Greg Orndorff <[EMAIL PROTECTED]> To: arslist@ARSLIST.ORG Sent: Wednesday, August 30, 2006 8:30:46 PM Subject: ITSM 7 SRM Error When submitting an Incident, I and another user get the following message: "ARERR [326] Required field cannot be reset to a NULL value: SRM: RequestInterface_Create (100337) ARERR [326] Required field cannot be reset to a NULL value: SRM: RequestInterface_Create: Login ID" It prevents us from submitting the ticket. All other users are fine. At one point, I was able to submit Incidents. I've tried completely uninstalling and reinstalling to no avail. When we log in on other machines though, it works fine. I've logged a ticket with BMC and sent the filter log to them but haven't heard anything back. We're using Windows XP. Has anyone else experienced this error? Thanks, Greg Orndorff Pegasus Solutions ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org <http://www.wwrug.org/> __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: ITSM 7 SRM Error
** Joe and Lars - Thanks for responding. I'm the user and have 'God' permissions. This application is out of the box with all the forms and workflow already created by BMC. We have not changed anything; we're just using/testing the application. I should have stated that my question is directed to just those who have installed ITSM 7.0, i.e. the non-Developers. I'm not real hopeful as it doesn't appear that a lot of people have ITSM 7.0 installed. - Greg From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouzaSent: Wednesday, August 30, 2006 5:45 PMTo: arslist@ARSLIST.ORGSubject: Re: ITSM 7 SRM Error ** Are you doing a Push Fields operation on submit either using a filter or an Active Link to another form that does not allow those users to write to the fields that your system is complaining about? Check the permissions of those users on that form... Joe D'Souza Remedy Developer / Consultant, BearingPoint, Virginia. - Original Message From: Greg Orndorff <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Wednesday, August 30, 2006 8:30:46 PMSubject: ITSM 7 SRM Error When submitting an Incident, I and another user get the following message:"ARERR [326] Required field cannot be reset to a NULL value: SRM: RequestInterface_Create (100337)ARERR [326] Required field cannot be reset to a NULL value: SRM: RequestInterface_Create: Login ID"It prevents us from submitting the ticket. All other users are fine. At one point, I was able to submit Incidents. I've tried completely uninstalling and reinstalling to no avail. When we log in on other machines though, it works fine. I've logged a ticket with BMC and sent the filter log to them but haven't heard anything back. We're using Windows XP. Has anyone else experienced this error?Thanks,Greg OrndorffPegasus Solutions___UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org__20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: Version 7.0 Sample Data
** I spoke with support - sample data is no longer included. They suggested an enhancement request with BMC. - Greg From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick CookSent: Friday, July 21, 2006 4:36 PMTo: arslist@ARSLIST.ORGSubject: Re: Version 7.0 Sample Data ** I didn't have any, either, and I did select the DSL. Going through the process of configuring the data is a good way of learning how this new application works - the only way at present. So, since Remedy gave us lemons, I'm making lemonade. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pedro CardosoSent: Friday, July 21, 2006 4:30 PMTo: arslist@ARSLIST.ORGSubject: Version 7.0 Sample Data ** Hi, I just finished a CMDB, Service Desk and SLM installation, and I look surprised that there is not sample data! I don't select the DSL (definitive software library) in Incident and Problem, because in another installation it spends a lot of time. Is could be the reason? or ITSM v7 is sample less. Is anyone have a sample info, I would appreciate it. Thanks.. Pedro Cardoso R. MEXICO __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
Re: ARS as a development system
Rick - how do you know that training for ITSM won't be available until late September-ish? Did you hear this from BMC? All I've been able to get out of them is that training is "coming soon". Does anyone out there know when training will be available (either WBT or in-person) for ITSM and/or Service Desk? Thanks, Greg -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Tuesday, July 18, 2006 1:13 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system As soon as I saw ITSM 7, I knew that's the direction they were taking. ITSM 4-6 has been around for long enough that there are lots of people who know the app well enough to customize it. This version is not only new to us all, but is bigger. That gives BMC's own P.S. people a leg up on it over partners and in-house developers, especially since training won't be available until late September-ish, which means that for all practical purposes, the expertise won't be widespread until 2007. BMC is basing its business (and therefore sales) model on ITIL buy-in from the customer base. ITSM will get a customer to ITIL compliance far faster than a custom app set would, even if the developers were ITIL-trained. ITIL also works better in an integrated platform solution, which means more product sales. It's not like we can go out and build a discovery platform in ARS. We'd be hard-pressed to build ITSM 7 ourselves, which is not something we'd say about previous versions. So the decision point that some customers are at right now is whether ITIL is a standard that they will embrace now, or put off until later, or until something better comes along. ARS custom development will be a very strong alternative in those non-ITIL shops. Rick -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Powell Sent: Tuesday, July 18, 2006 12:24 PM To: arslist@ARSLIST.ORG Subject: Re: ARS as a development system Around two years ago now, I saw a shift in the Remedy/BMC sales staff who went from being very supportive of our custom ARS apps to suddenly start asking "when are you going to switch over to ITSM?" They seemed to have a list of talking points of why it would be "better" to use ITSM. It made sense to me that as a BMC/Remedy sales person you would encourage your customers to buy the app licenses on top of the ARS licenses because that was more $$ in the pocket, but I hoped it wasn't a true shift in the positioning of the ARS product line. Now that we are seeing RUG/BUG once again be very short on development topics, maybe there really is a shift within BMC/Remedy to push customers away from custom apps in ARS and onto ITSM. Of course they have always wanted us to buy the apps, but maybe this is a more conscientious shift in the positioning of the product. The release of ARS 7.0 was big news to us who follow it, but it didn't appear to me to be big news on the Remedy or BMC corporate websites (except the support site). The ITSM releases are touted. Even when you click through the websites for the BSM product line, you get to ITSM info fairly easily, but you have to dig deep to get to pure ARS details. In the old Remedy Corporation days, ARS was touted as the foundation to all things Remedy and was highlighted on the website. I think you are on to something, John, but I don't think it is necessarily people just deciding to do less development, but getting steadily encouraged to move to ITSM and other out-of-the-box solutions instead of do new, custom development. I think it has been a planned focus of the company for a while now (probably to grow their revenue), but for them to specifically say that publicly would certainly stir our pot as "Remedy Developers." Has the rest of the community seen this, or do you think I'm way off on this one. I'd be really interested to hear more developer experiences on this topic. Mark Powell [EMAIL PROTECTED] On 7/3/06, John Sundberg <[EMAIL PROTECTED]> wrote: > ** > > Excluding ITSM style applications - are any people doing NEW > development on ARS for other business systems? > > It used to be quite common to build other apps in ARS - but I think it > is dying off. > > If you are building them: > - what kind of apps are they > - how did it get justified to build in ARS > - did you compare it to any other options > - which ones > - why did ARS win out > > Also - if you are not building apps - can you explain why. > > The reason I am asking: > I am a longtime AR developer type - and it used to be very common to > write apps on ARS - I just see less of it all the time. I am trying to > find a pattern as to why - and then hopefully come up with a "remedy" > for the > issue:) > > (I have lots of reasons why I see less dev on ARS - but I am mostly > looking for other people's opinion) > > Thanks, > > -John > > > John David Sundberg > 235 East 6th Street,
