Re: set fields behavior if no requests match filter
Brien, Let me see if I can explain. When you are trying to set the field to a Static value, then the CONDITIONS that you're trying to use in the action are not really used because they're irrelavent to the value that you're setting; it's basically like using a SET FIELDS action on the CURRENT FORM. Your second scenario actually has a value that DEPENDS on the conditions, so it works as expected. Now that you have a value in that field (any value will do), then you know if that value in that field is !=$NULL$ then you have a unique record for your search. Good luck, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 gpa...@ercot.com From: Action Request System discussion list(ARSList) [arsl...@arslist.org] On Behalf Of Brien Dieterle [brien.diete...@cgcmail.maricopa.edu] Sent: Thursday, October 28, 2010 7:58 PM To: arslist@ARSLIST.ORG Subject: set fields behavior if no requests match filter Is it normal for a set fields operation, which is set to Set Fields to $NULL$ if no records match, to actually set the fields anyway if no records match? I didn't think so. Here is the scenario: I have Form A with a 'Field 1' character field and a 'NotUnique' character field. I want a set fields operation to, on modify, check to see if there are any other records in Form A that have the same value as 'Field 1'. I know this is a great case for a unique index, but lets just assume that isn't an option. So my Filter executes on modify and has one action- set fields. It uses the Data Source of Server and Form A as the source. The qualification is something like this: 'requestid' != $requestid$ AND 'Field 1' = $Field 1$ AND 'Field 1' != $NULL$. In this way I don't care if there are Nulls that match, just actual values, and I prevent matching my own record. If no requests match: set fields to $Null$ if multiple requests match: use first matching request Set Field: NotUnique = True So what happens is NotUnique is set to True ALL the time, no matter what. Very, very strange. Here is the kicker: If I change the Set Field to: Set Field: NotUnique = $Request ID$ THEN, it works exactly as expected. For duplicate records NotUnique contains the Request ID of the offending record. If there is no duplicate, it is null. My guess is it is still broken and trying to set the field despite no matches, but since there really isn't any value to get, it sets it to null. Whereas, in the former case I am using a static string True instead of a field name. 7.5 patch 1 Brien ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
EIE and the USER Log
Hey Everyone, I've got the following: ARS 7.0.01 P05 on AIX 5.0 with and Oracle 10g Database Mid-Tier on a separate AIX 5.0 machine ITSM suite 7.0.01 P05 EIE 2.0 Remedy Link for SQL Server We recently moved 3 EIE data exchanges into our production environment. All three write Remedy data to an external MSSQL server. The Remedy Link for SQL is located on a separate Windows box that is connected to, but otherwise unrelated to, the Remedy server and the MSSQL server. There are three instances set up on that server for future expansion (we're only using one for now). Our data exchanges are ALL event driven (to this point in time) and none are scheduled. We have been keeping a running ARUSER.LOG file going for about the last 3 months for license tuning purposes. We've capped the log files at 10MB and run an escalation every Saturday morning to make a copy of the log file so that we'll have a week's worth in every backup. When I looked at the current log and the backup from last Saturday, I'm seeing TONS of logins and logouts by the User that we have set up to authenticate our Data Exchanges. Approximately 6 per minute. Since every login/logout write four lines to the log, it's filling up the logs after about 28 hours. We asked our support vendor if this login/logout behavior was normal and expected and they assure us that it is. Has anyone else running EIE experienced such a hit on your user log? If this IS normal and expected, is there some way to EXCLUDE that particular user ID from being logged? I suppose I could set the size limit on the LOG files up to 70-100MB, but that seems wasteful. I could also change the escalation to make a nightly backup, but that's going to be a lot of trouble to concatenate (I guess I could do that in the escalation as well)... Any suggestions would be greatly appreciated, Thanks, Gp George Payne Corporate Applications Developer II Electric Reliability Council of Texas (512) 248-3940 gpa...@ercot.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Email Engine stops sending Emails
Let's see if I can summarize what I've done to combat this. I've created a backend form to hold the data on Oldest Unsent Email Message. I have an escalation that runs every half hour to set a flag if the email service needs to be restarted. I have a filter that runs on modifications to that form that checks that flag, does some set fields and then fires a RUN PROCESS to STOP the email service. Then ARMONITOR will restart it. And, USUALLY, the email will start flowing again. Write me back if you'd like better detail. Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, October 21, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine stops sending Emails I would call it clueless as well as stateless; we have had plenty of trouble with it (7.1.00.002 and 004 on Win2K3 Ent x64). If the service crashes it can be set to restart (at the service level), but more often than not it crashes the java and the service hangs in a state where it cannot stop, much less restart properly. As far as connecting to the mailbox, it will lose its connection (MAPI) to my Exchange server whenever that service stops to run a backup, and note the error in the AR System Email Error Logs, but since the service is still running it just picks up the connection again on the next polling cycle. The service has to be running, or it will not try to reconnect; there isn't anything like the armonitor that is trying to restart the aremaild if it dies. The problem is always when the aremaild process hangs with a java error, usually without crashing the Windows service so that it can detect the stop and attempt a new start. Support has us on a debug build of 7.1.00.004 right now that behaves strangely, but is not crashing unless I induce that by sending it one incoming email message that has proven deadly (why that one, we don't know - we think it has hidden characters in it or something). Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Darrell Reading Sent: Tuesday, October 21, 2008 1:07 PM To: arslist@ARSLIST.ORG Subject: Re: Email Engine stops sending Emails Remedy is stateless as far as client/server. I don't know however if the java email process is stateless as well. Anyone? Darrell Reading Systems Engineer Phone 479.204.5739 [EMAIL PROTECTED] Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save Money. Live Better -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bala Patel Sent: Tuesday, October 21, 2008 09:59 To: arslist@ARSLIST.ORG Subject: Re: Email Engine stops sending Emails Hi, Yes, I see that it lost connection to the smtp sever. I would think that if the email engine would have an issue with connecting then it would try again per the polling setting. Thanks, Bala - Original Message From: Chowdhury, Tauf [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, October 21, 2008 10:42:47 AM Subject: Re: Email Engine stops sending Emails ** Bala, Have you checked for any entries in the AR System Email Error Logs form? Do you have any mail filtering appliances that are relaying your messages? TaufChowdhury |ForestLaboratories, Inc. Sr. Analyst Office: 631.858.7765 From:Action Request ___ _ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are - ** This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. ** Wal-Mart Confidential ** ___ 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
Future or Ongoing Maintenance Tasks
Hey everyone, AR Server: 7.0.01 P05 Server: AIX 5.3 Database: Oracle 10g ITSM Suite: 7.0.01 P05 with Patch 9002 applied Our Datacenter Manager would like to create tasks (or service requests) for ongoing physical inventories of the data center. Additionally, the head of our Windows System Admin group would like to create ongoing tasks (or service requests) for recurring maintenance activities. They would like to create one job for each of these items that would create Incidents or Change Requests or Service Requests on a periodic basis. I could create a series of ESCALATIONS to create those, but it seems that there was supposed to be some out-of-the-box functionality to provide something like this. We do own SLM if that could be leveraged for this in any way. Thanks in advance, George George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Transferring ATTACHMENTS using Remedy Link for SQL
ARS 7.0.01 P08 - AIX 5.3 Oracle 10g on a separate AIX 5.3 Remedy Link for SQL 7.0 P05 We are successfully moving data between our Remedy database and an MS SQL 2005 database in both directions. We are being asked to move ATTACHMENTS from Remedy to the SQL database. The word I'm getting is the SQL 2005 doesn't have a data type for an attachment and whenever we try to move an attachment over the Remedy Link to SQL, the service on the PC dies (or at least gets hung) and has to be re-started. Has anybody done this kind of transfer? Any hints or suggestions? Should I abandon EIE/AIE? Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Remedy Link for SQL server question...
ARS 7.0.01 P08 on AIX 5.3 Database Oracle 10g on separate AIX 5.3 server Remedy Link for SQL 7.01 Patch 05 It seems as if the Remedy Link for SQL uses a different port each time the service is started on the Windows server. This puts the port number in the EIE:BackUpLoadFlag form in the EIE Service Request Wakeup Port each time the service is restarted. Trouble is that we have multiple vlans and the tcp ports have to be opened INDIVIDUALLY. With all the port hopping, we'd have to get them to open up almost all of the ports to that server and that's not likely to happen. We found a configuration item in the EIE.CONF on the windows server that LOOKS like it would allow you to specify the WAKEUP PORT, but that seemed to have no affect on the port hopping at all. Has anyone been successful in specifying a port for the Remedy Link for SQL server? If we could nail each instance to a pre-defined port then we could probably sell the idea of opening up those specific ports. Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Setting up an MS SQL database as a VENDOR FORM.
ARS 7.0.01 P8 on AIX Database: Oracle 10g on AIX Mid-Tier also on AIX We are wanting to communicate between a Remedy ARS on AIX/Oracle and an external database on Windows/SQL. What is the best way to make these two servers talk to each other? Thanks in advance, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Limiting SQL select statements by AGE
ARS 7.0.01 P05 DB Oracle 10g I'm looking to make a Set Fields Filter Action to Count the number of records in an ARS Table where the value of the field is '1' and the record is more than 1 week old. This SQL works fine (returns a value for $1$ of =392): SELECT Count(C18099) FROM T1116 WHERE C18099=1 But it fails when I try to add the criteria for the age of the record (throws an error: ARERR [552] Failure during SQL operation to the database : ORA-00904: 07/23/08 14:06:46-604800: invalid identifier): SELECT Count(C18099) FROM T1116 WHERE C18099=1 AND C3$TIMESTAMP$-604800 I've used the $TIMESTAMP$-604800 worked from an Advanced Search on the User Tool...I'm sure it's just something to do with either my SQL syntax or the way the Create Date (C3) is stored on the database. I know it's out there as number of seconds since 1/1/70, but the error seems to indicate that the $TIMESTAMP$ is being interpreted as 07/23/08 14:06:46. Maybe I need to use a FUNCTION for Timestamp that Oracle understands?? Thanks in advance, George George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Help with a UNIX script to STOP the AREmail daemon
Awesome, that works from the command prompt just as you described. Now I just need to gin up an escalation to fire that RUN PROCESS. Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jason Miller Sent: Sunday, July 20, 2008 11:33 AM To: arslist@ARSLIST.ORG Subject: Re: Help with a UNIX script to STOP the AREmail daemon Hi George, Interestingly enough we see the same thing with the window email engine. It has bee a few years but you should be able to call emaild.sh script (I think that is the name) and give it a stop parameter. Once armonitor sees that it is stopped it should automatically start up again. Jason On 7/18/08, Payne, George [EMAIL PROTECTED] wrote: Hey gang... Occasionally the ARSystem Email Engine will just stop working. The DAEMON is running and so the ARMONITOR does not realize that the service needs to be re-started because the PROCESS is still running. What I would like to do is have an ESCALATION run a PROCESS on the server to KILL the AREmail process so that ARMONITOR would automatically restart it. One caution: I don't want to run it against EVERY unsent email message in the queue...it just needs to run against the OLDEST with a status of SEND. Has anyone written such an escalation and the associated SCRIPT that would have to be written to the UNIX side of the process call? You help, as always, would be greatly appreciated! Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ 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: Help with a UNIX script to STOP the AREmail daemon
...with a status of SEND. If the 'Create-Date' for the first record returned (assuming sort order on the form would return the oldest record) is old enough then do a run process to stop and start the email engine. If the date seems to indicated that the Email engine is working within it' polling intervals... then do nothing and let the modify finish. You can even send notifications when the email engine is restarted or not -restarted, as desired too. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Fri, Jul 18, 2008 at 11:57 AM, Payne, George [EMAIL PROTECTED] wrote: ** Hey gang... Occasionally the ARSystem Email Engine will just stop working. The DAEMON is running and so the ARMONITOR does not realize that the service needs to be re-started because the PROCESS is still running. What I would like to do is have an ESCALATION run a PROCESS on the server to KILL the AREmail process so that ARMONITOR would automatically restart it. One caution: I don't want to run it against EVERY unsent email message in the queue...it just needs to run against the OLDEST with a status of SEND. Has anyone written such an escalation and the associated SCRIPT that would have to be written to the UNIX side of the process call? You help, as always, would be greatly appreciated! Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ 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
Help with a UNIX script to STOP the AREmail daemon
Hey gang... Occasionally the ARSystem Email Engine will just stop working. The DAEMON is running and so the ARMONITOR does not realize that the service needs to be re-started because the PROCESS is still running. What I would like to do is have an ESCALATION run a PROCESS on the server to KILL the AREmail process so that ARMONITOR would automatically restart it. One caution: I don't want to run it against EVERY unsent email message in the queue...it just needs to run against the OLDEST with a status of SEND. Has anyone written such an escalation and the associated SCRIPT that would have to be written to the UNIX side of the process call? You help, as always, would be greatly appreciated! Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question about AIX
Hey everyone, The most wonder thing about Remedy ... (reminds me of Tigger) ... used to be that you could slice and dice things any way that you wanted it. Databases, platforms, user tools. Heck...I wonder how many higher education sites bought Remedy just because there was a Macintosh Client!?!? I know of at least 3 that this was a determining factor for! And there used to be an x-window user tool. Oh well, I digress. I am really NOT looking to create splinter groups within the ARSList. That being said, I am looking to see if we can build some sort of support structure for those us using AIX. One thing that I'd like to hear is a HARDWARE recommendation for the AIX server. We're currently on an LPAR with only .3 real CPU PLUS 1 Virtual CPU. This sounds thin to me. I've looked at the BMC Compatibility Matrix and see that they recommend a P5 for AIX, but that doesn't tell me how many processors or the configuration. And, I don't see a recommendation for RAM. I should think those would be important. Question number 2...I recall talk of surveys and salary discussions and consulting fees. Are those survey results POSTED somewhere? I'd love to know what the distribution of Windows / Linux / AIX / Solaris installations...preferably broken down by server version. My boss has HEARD that we're the only BMC AIX Installation running 7.0.01. I find that hard to believe. Our environment (all LPARs on the same BOX 1 - AR Server 7.0.01 P5 (ITSM 7.0.01 P5 also) AIX 5.3 1.3 CPU 4GB RAM BOX 2 - MidTier 7.0.01 P5 AIX 5.3 1.3 CPU 4GB RAM BOX 3 - Oracle 10g AIX 5.3 3.5 CPU 4GB RAM George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Bug Found in the Assignment Form
Yes, it's confirmed. Bug defect ID - SW00290337 Current Status - Work In Progress Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, April 15, 2008 4:32 PM To: arslist@ARSLIST.ORG Subject: Re: Bug Found in the Assignment Form ** Is this a confirmed defect with BMC Support, or are you still trying to convince them of it?? 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 Payne, George Sent: Tuesday, April 15, 2008 3:10 PM To: arslist@ARSLIST.ORG Subject: Bug Found in the Assignment Form ** ITSM 7.0.01 P05 AIX 5.3 Oracle 10g Symptom: If the user selects Infrastructure Event as the Service Type on an Incident ticket and the AutoAssign feature finds more than one possible group, then the HPD:INC:ASGAppDFLT_120_Dialog Active Link opens the Selection View of the CFG:Assignment form. The table has no items to choose from even though an Active Link log confirms that 2 groups were found meeting the criteria. Fix: Add the Service Type of Infrastructure Event to the logic for the Table Qualifications. New Qualification with Infrastructure Event added: ( 'Status' = Enabled) AND ( 'Assignment Event' = $Assignment Event$) AND (( 'Contact Company' = $z1D Char14$) OR ( 'Contact Company' = - Global - )) AND (( 'Organization' = $z1D Char02$) OR ( 'Organization' = $NULL$ )) AND (( 'Department' = $z1D Char03$) OR ( 'Department' = $NULL$ )) AND (( 'Company' = $z1D Char01$) OR ( 'Company' = - Global - )) AND (( 'Region' = $z1D Char04$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $z1D Char15$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $z1D Char05$) OR ( 'Site' = $NULL$ )) AND (( 'Product Categorization Tier 1' = $z1D Char06$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $z1D Char07$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $z1D Char08$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $z1D Char09$) OR ( 'Product Name' = $NULL$ )) AND (( 'Categorization Tier 1' = $z1D Char10$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $z1D Char11$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $z1D Char12$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ((( $Service Type$ = User Service Request) AND ( 'Request Selection' = Yes)) OR (( $Service Type$ = User Service Restoration) AND ( 'Service Restoration Selection' = Yes)) OR (( $Service Type$ = Infrastructure Restoration) AND ( 'Infra Restoration Selection' = Yes)) OR (( $Service Type$ = Infrastructure Event) AND ( 'Infra Event Selection' = Yes)) OR (( $Service Type$ = $NULL$ ) AND ( 'Help Desk Selection' = Yes)) OR (( 'Change Management Selection' = Yes) AND ( $Change Management Selection$ = Yes)) OR (( 'Problem Management Selection' = Yes) AND ( $Problem Management Selection$ = Yes)) OR (( 'Purchase Requisition Selection' = Yes) AND ( $Purchase Requisition Selection$ = Yes)) OR (( 'Request Management Selection' = Yes) AND ( $Request Management Selection$ = Yes))) Best, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __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
Bug Found in the Assignment Form
ITSM 7.0.01 P05 AIX 5.3 Oracle 10g Symptom: If the user selects Infrastructure Event as the Service Type on an Incident ticket and the AutoAssign feature finds more than one possible group, then the HPD:INC:ASGAppDFLT_120_Dialog Active Link opens the Selection View of the CFG:Assignment form. The table has no items to choose from even though an Active Link log confirms that 2 groups were found meeting the criteria. Fix: Add the Service Type of Infrastructure Event to the logic for the Table Qualifications. New Qualification with Infrastructure Event added: ( 'Status' = Enabled) AND ( 'Assignment Event' = $Assignment Event$) AND (( 'Contact Company' = $z1D Char14$) OR ( 'Contact Company' = - Global - )) AND (( 'Organization' = $z1D Char02$) OR ( 'Organization' = $NULL$ )) AND (( 'Department' = $z1D Char03$) OR ( 'Department' = $NULL$ )) AND (( 'Company' = $z1D Char01$) OR ( 'Company' = - Global - )) AND (( 'Region' = $z1D Char04$) OR ( 'Region' = $NULL$ )) AND (( 'Site Group' = $z1D Char15$) OR ( 'Site Group' = $NULL$ )) AND (( 'Site' = $z1D Char05$) OR ( 'Site' = $NULL$ )) AND (( 'Product Categorization Tier 1' = $z1D Char06$) OR ( 'Product Categorization Tier 1' = $NULL$ )) AND (( 'Product Categorization Tier 2' = $z1D Char07$) OR ( 'Product Categorization Tier 2' = $NULL$ )) AND (( 'Product Categorization Tier 3' = $z1D Char08$) OR ( 'Product Categorization Tier 3' = $NULL$ )) AND (( 'Product Name' = $z1D Char09$) OR ( 'Product Name' = $NULL$ )) AND (( 'Categorization Tier 1' = $z1D Char10$) OR ( 'Categorization Tier 1' = $NULL$ )) AND (( 'Categorization Tier 2' = $z1D Char11$) OR ( 'Categorization Tier 2' = $NULL$ )) AND (( 'Categorization Tier 3' = $z1D Char12$) OR ( 'Categorization Tier 3' = $NULL$ )) AND ((( $Service Type$ = User Service Request) AND ( 'Request Selection' = Yes)) OR (( $Service Type$ = User Service Restoration) AND ( 'Service Restoration Selection' = Yes)) OR (( $Service Type$ = Infrastructure Restoration) AND ( 'Infra Restoration Selection' = Yes)) OR (( $Service Type$ = Infrastructure Event) AND ( 'Infra Event Selection' = Yes)) OR (( $Service Type$ = $NULL$ ) AND ( 'Help Desk Selection' = Yes)) OR (( 'Change Management Selection' = Yes) AND ( $Change Management Selection$ = Yes)) OR (( 'Problem Management Selection' = Yes) AND ( $Problem Management Selection$ = Yes)) OR (( 'Purchase Requisition Selection' = Yes) AND ( $Purchase Requisition Selection$ = Yes)) OR (( 'Request Management Selection' = Yes) AND ( $Request Management Selection$ = Yes))) Best, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Migrations
Let me put it another wayif it ain't broke, don't fix it. I've done half a dozen similar migrations and none of them are too tedious...export all your old data, get your new environment set and import the data...not tough, just time-consuming! And, of course, with 7.0 the order of the imports is paramount! Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Tuesday, April 01, 2008 1:46 PM To: arslist@ARSLIST.ORG Subject: Re: Migrations You may have some significant reasons for changing OS and/or db that I would not know about, but I have realized improved performance for ARS 7.1 / ITSM 7 simply by moving to Win2K3 x64 and SQL Server 2005 x64 and giving them plenty of RAM to play in. 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 Drake,Dave Sent: Tuesday, April 01, 2008 1:14 PM To: arslist@ARSLIST.ORG Subject: Migrations ** Hi all, Hoping someone has a little experience with either one or both of these scenarios. We're considering moving our ARS over to Linux (from Win2K3) and/or moving our DB from MSSQL2K to Oracle. Haven't really decided yet, just trying to get a sounding from the experts. Any tips and snippets would be greatly appreciated. Thanks!! ARS 7.0.1 p002, SQL 2K, Win2K3 servers, ITSM 7 Dave Drake - Remedy Administrator - Cerner Corporation CONFIDENTIALITY NOTICE This message and any included attachments are from Cerner Corporation and are intended only for the addressee. The information contained in this message is confidential and may constitute inside or non-public information under international, federal, or state securities laws. Unauthorized forwarding, printing, copying, distribution, or use of such information is strictly prohibited and may be unlawful. If you are not the addressee, please promptly delete this message and notify the sender of the delivery error by e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, U.S.A at (+1) (816)221-1024. __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
Need help with EMail Attachments...
ENV: ARS 7.0.01 P05 AIX 5.3 ITSM 7.0.01 P05 ORACLE 10g also on AIX Ok...this is kind of the turn around to all the problems that we used to have trying to send attachments successfully with previous versions of the ARS! We chose to disable the Notification Engine configurations for Incident Management in favor of a nice set of NOTIFY FILTERS that use a set of email TEMPLATES. The trouble is, the Notification Engine Filters are still pushing the WorkLog attachments into the AR System Email Association even when I don't want them to! I've tried leaving the Attachment out of the list of fields that are being sent. I've tried setting the Attachment field to not be PUBLIC so that it shouldn't be sent with email. The Attachment field is NOT a part of the email template. Here's the truly whacky thing about it to mein the Incident Management system, they've gone to a lot of trouble to allow us to mark a WorkLog entry was PUBLIC or INTERNAL and the default is Internal... So why does it insist on popping out the ATTACHMENT with the email??? If it's supposed to be Internal it shouldn't go out on the email to the customer. Has anyone run into anything like this? I'd rather not send out any attachments (at this point in time) than take the chance that I'll send the wrong thing to someone... Thanks in advance, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
OT:Suggestions for Tool to automate/document task management workflow
Dear Listers, Current Environment: ARS 7.0.01 P05 on AIX 5.3 Mid-Tier 7.0.01 P05 on separate AIX 5.3 Oracle 10g Database on a third AIX 5.3 ITSM 7.0.01 P05 - Asset, Change, Incident, Problem, and Service Level Management CMDB 2.0.1 not patched My management team is very interested in finding a tool to help with our implementation of ITIL and Best Practices. The best possible solution would help us focus on the Best Practices or Industry Standards for common tasks such as standing up new servers, decommissioning items from Data Center and moving items within the data center. This tool would help us both document our current workflows (preferably by loading task group templates that have already been created in Change Management) and allow us to compare and contrast that to Industry Standards as well as plan future improvements. Is there anything out there like that already? Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Odd behavior with Full Text Search (FTS)
Hey everyone... ARS 7.0.01 P5 on AIX 5.3 ITSM 7.0.01 P5 CMDB 2.0.1 unpatched DB-Oracle 10g on AIX 5.3 MT-7.0.01 P5 on AIX 5.3 I hope that this is something VERY small and silly, but it's got a lot of us stumped right now. Three diverse and possibly related sets of circumstances: FIRST With FTS installed and enabled and a Floating FTS license issued to a Change Master user, the user gets an ARERR 314 error when searching for any change request. On the other hand, an ADMIN with a Floating FTS license is able to perform the same search without error. When I either disable FTS on the Server or take away the user's FTS license, they can perform the search without error. Field does not exist on current form (ARRER 314) SECOND With FTS installed and enabled and a Floating FTS license issued to an Asset Master user, the user gets an error trying to view an asset using the CI Viewer. The error seems to indicate that the ROOT CI does not exist. I assure you that it does exist because an ADMIN with a Floating FTS license is able to view the same asset with the CI Viewer. Once again, if I disable FTS on the server or take away the user's FTS license, then the CI Viewer performs as expected. bThe CI Relationship Viewer could not open because the specified root CI does not exist./bbrnamespace = BMC.COREbrclassname = BMC_ComputerSystembrdatasetid = BMC.ASSETbrinstanceid = ASa2508810Rp6V1wJY4CXw5V0C THIRD Trying to create a Federated Link as a Launch in Context link from the CI Viewer, I note that ADMIN's can see the created link, but non-admins cannot. This is obviously less entangled with FTS than the first two, but they all seem to have something to do with PERMISSIONS. We are set to Single Tenancy and the Default Company is correct. I note that the CMDBRowLevelSecurity for the CI in the SECOND section in BMC.CORE:BMC_BaseElement is set as: CMDBRowLevelSecurity: 16 Unrestricted Access Is that what it should be for Single Tenacy? 16 is the Group ID for our default Company. I know that there have been times when I'll work on a project and then realize that I forgot to check out the regular user permissions and functionality. This just really feels like one of those situations where we've turned on some setting that's restricting non-admin users...and I don't know if FTS is a red herring or not! Bleh...any help you can offer would be most appreciated! Thanks, George George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Approval Central
Don, There is actually a fairly thorough KB article on the BMC Knowledge Base for fixing the discrepancies...I'm surprised that it hasn't been an enhancement. The KB that I used was ... somewhere in my pile of documents and I can't seem to get into the BMC Knowledge Base right now...I guess this is the downtime they posted this past week. I'll poke around and see if I can find a soft copy to send you or I'll be glad to share my installation doc. Please feel free to contact me directly if you like. Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Friday, February 15, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Approval Central Has anyone ever added the Change Record ID to the Approval Console in Approval Central? Has anyone had users make this request? Don Need to know the score, the latest news, or you need your Hotmail(r)-get your fix. Check it out. http://www.msnmobilefix.com/Default.aspx __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: ITSM 7 - Question, new employee on-boarding
Ken, Yes, you're right, there were two pushes changed in each of those Active Links: 'Parent Name' and 'RootRequestName' were both changed from pushing $RootRequestName$ and now push $Incident Number$ instead. Best of luck, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Monday, February 11, 2008 1:24 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Question, new employee on-boarding George: On two of these Active Links, INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow There were TWO fields being Pushed with $RootRequestName$ One target field was named RootRequestName just like the one target field in the other two Active Links The other target field for $RootRequestName$ was named Parent Name In the two Active Links listed above, did you change BOTH of the target fields to be pushed from $Incident Number$ ??? I went ahead and changed both fields to be Pushed from $Incident Number$, but it will be a while before I get back to test this thoroughly. Please let me know if you did it differently. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ __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: Remedy and Database choices.
And I remember reading somewhere that Oracle with case-insensitivity enabled caused a large volume of highly inefficient table scans...in other words it wasn't using the indexes at all. Perhaps that was someone who had tried to switch after the initial installation of the database. We are on Oracle 10g and we have purchased Full Text Search licenses. What I've discovered with FTS is that you can leverage the feature on lookup fields by making the setting Index for FTS on the target field: in other words, we set First Name and Last Name on the CTM:People form to Index for FTS and all of the forms that lookup by name from that table worked as you described in your MacDOUgal scenario. Trouble is that I haven't figured out how to enable FTS on MENUS. Either character or form-based. I would like for the Company field or the Product field to be case insensitive and that just doesn't seem to be possible. One more problem that we found was that the Change Management module started throwing ARERR 314 errors when performing a search with FTS enabled on the server. We can't find any fields or workflow that may be causing this and disabling FTS cures it. I'm trying to get my support partner to open a defect with BMC. Best of luck, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Wednesday, February 13, 2008 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy and Database choices. ** Oracle can be set up as case-insensitive starting with v10 (it might have been possible with 9i). BUT, as was noted above, you have to specify it when you create the DB. Once that's done, there's no changing that option. Rick On Feb 13, 2008 11:58 AM, Frank Caruso [EMAIL PROTECTED] wrote: Sybase 12.5 is case insensitive and i also think there is way to configure Oracle to be the same. On Feb 13, 2008 2:53 PM, Roger Justice [EMAIL PROTECTED] wrote: ** MS SQL Server can be configured on install as case sensitive. The FTS on ARS 7 will allow on a Character field what you are requesting. -Original Message- From: Chapin, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wed, 13 Feb 2008 2:27 pm Subject: Remedy and Database choices. ** Howdy, listerz... we're having the darndest time trying to build a new Remedy environment. We'd like to be able to run Remedy on Linux or Solaris servers, but we're currently running Windows with a MS-SQL database. Here's what I've learned do I have this right...? (This is meant as a question, open for comment.)thanks -- If your Remedy Db is MS-SQL, they will enjoy case-insensitive searches. This means that if they type macdougal in the Name+ field, and then press F-5, the search will return all tickets opened by either James MacDougal or Sarah Macdougal, or even Albert MACdOugAl If a user types macdougal in Name+, and presses ENTER, a pick-list of all MacDougals from the People table will appear. This is good. If instead you have Sybase or Oracle, users will NOT have case-insensitive searches. If a user types macdougal in the Name+ field, they will return none of the aforementioned users. Furthermore, if they type macdougal in Name+, and press F-5, you will not get any matches for any of the MacDougals which are in SHR:People. When building new Remedy environments, this is a potentially huge GOTCHA... it makes it just about impossible to switch from MS-SQL to either Sybase or Oracle without having to tell your users about the whole case sensitivity thing. This is bd. The Full Text Search License does not impact this case-sensitivity issue. - The information contained in this transmission may be privileged and confidential and is intended only for the use of the person(s) named above. If you are not the intended recipient, or an employee or agent responsible for delivering this message to the intended recipient, any review, dissemination, distribution or duplication of this communication is strictly prohibited. If you are not the intended recipient, please contact the sender immediately by reply e-mail and destroy all copies of the original message. Please note that we do not accept account orders and/or instructions by e-mail, and therefore will not be responsible for carrying out such orders and/or instructions. If you, as the intended recipient of this message, the purpose of which is to inform and update our clients, prospects and consultants of developments relating to our services and products, would not like to receive further e-mail correspondence from the sender, please reply to the sender indicating your wishes. In
Re: ITSM 7 - Question, new employee on-boarding
Hey Andre' and Chris... First, we are using Incident Management 7.0.01 for on-boarding new employees and, in order to do that we needed a real task management similar to that offered in Change Management and that's where Patch 9002 comes in. Based on Chris' post from early 2007, we did ITSM Patch 5 first and then applied 9002. I was able to work around the Change Management Template issues by switching the menus on both Category fields on TMS:TemplateSelection back to the original TMS:TIC:ApplicationName We also found that the buttons to move tasks up and down in both the TASK and TASK GROUP areas on the TASKS tab of HPD:HelpDesk were trying to push a field with a $NULL$ value. The field that those Active Links was trying to push was RootRequestName. I thought about adding workflow to set that field with IncidentNumber but decided instead to substitute IncidentNumber in all of the pushes and it works great. The Active Links that needed modifications were: INT:HPDTMS:INC:ChangeChildSequence_OneLevelDown_ReBuildFlow INT:HPDTMS:INC:ChangeChildSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow Kind of sad to have to fix the patches that they put out there for us, but I'm VERY happy to get that functionality in Incident Management! Best of luck, George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, February 08, 2008 9:46 AM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 - Question, new employee on-boarding I _wish_ we could convince them here to do such things through Remedy... If you are going to be creating a lot of tasks in Incident, you need to look seriously at the patch 9002 Incident Task Template add-on. Unfortunately BMC has seen fit to leave it out of their patch cycle - and by patch 005 were issuing a warning that applying the patch to a system that had 9002 installed on it would break 9002. As a result I have left it out of my final production build-out for ITSM 7, but then we don't need to do employee setups. Here are the warnings: Again, patches 005 and on, maybe even 004 would stomp on parts of 9002 and leave them more broken than they were to begin with. There are also unresolved issues with 9002 that caused problems with the OOTB Change Management task templates function. Rather than fix all of their code and release a clean replacement to 9002, BMC has just let this problem fester, logging defects and closing my issues about it since back in early 2007 and then doing nothing with the defects. With that warning, you still might want to look at the patch because it contains capabilities for task templates that Incident Management sorely needs. Just be aware that you will have to fix some BMC-created defects and be careful about future patches if you decide to deploy 9002. 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 Andre H Sent: Friday, February 08, 2008 9:06 AM To: arslist@ARSLIST.ORG Subject: ITSM 7 - Question, new employee on-boarding ** Good Morning and happy Friday, I have been appointed to to ping the ITSM 7 community on new employee on-boarding methodology. By using only the following modules - ARS 7.x Mid-Tier 7.x CMDB 2.x Incident 7.0.x Problem 7.0.x SLM 7.x and maybe Change 7.x Where are you starting to create the main record? Incident, then create child-tasks? Change, then create child-tasks? Please keep in mind that the Service Desk will only be handling on-boarding process . I know of SRM and third party products that will handle on-boarding, I just need to see how other companies are defining it without them. Thanks for your input and have a great weekend. Andre' Never miss a thing. Make Yahoo your homepage. http://us.rd.yahoo.com/evt=51438/*http:/www.yahoo.com/r/hs __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: ARERR (314) with Change Management and FTS
Awesome...thanks for the direction. I'll check it out. FWIW, I've run Active Link, Filter, API, Database, and Macro logs looking for an inappropriate SET FIELDS statement. I even put trap messages in some of the Active Links to see if I could get a little closer to when the ARERR 314 error actually happened. Whatever is causing the error is happening after the last Active Link fires. Again, thanks for the direction, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M Sent: Monday, February 04, 2008 12:28 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR (314) with Change Management and FTS George - Never mind - I cannot duplicate it now that we went up to Patch 6 (I thought I had seen it but we just upgraded last week). My guess now is that it was an issue with Patch 5. You might want to read through the Patch 6 Read Me to see if it is specifically addressed. There were a number of things that were not right with Patch 5 and CM. :) 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 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, February 01, 2008 4:16 PM To: arslist@ARSLIST.ORG Subject: ARERR (314) with Change Management and FTS ** Hey everyone... ARS 7.0.01 P05 ITSM 7.0.01 P05 Server and Database are on AIX 5.3 Database is Oracle 10g We added FTS licenses and installed the Hummingbird application on our DEV server last night. Everything seemed to be going along just fine; we were able to perform case-insensitive searches on fields that were deemed to be important (First Name and Last Name on CTM:People) and then, this afternoon, we started getting a ton of ARERR 314 errors when users were testing Change Management. When displaying the results of a search for a Change Request, the system fired a pop up window on the User Tool with the following error message: ARERR [314] Field does not exist on current form An interesting note was that our ADMINs were not getting this error, so I thought it might be a permission thing, but it seems to be more than that. A user in the ADMIN Group but using a Floating ARS License gets the error. A user NOT in the ADMIN Group and using a Fixed ARS License gets the error. Non-Admin users with Floating ARS Licenses get the error. The only folks that don't get the error are Admin with Fixed ARS Licenses. When I disable FTS on the server, the error goes away. Has anyone else run into such shenanigans? I've looked for the FTS field (178) on the CHG:Infrastructure Change form and I don't find it there...maybe I need to add it!? Any help you can offer will be appreciated. Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __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
ARERR (314) with Change Management and FTS
Hey everyone... ARS 7.0.01 P05 ITSM 7.0.01 P05 Server and Database are on AIX 5.3 Database is Oracle 10g We added FTS licenses and installed the Hummingbird application on our DEV server last night. Everything seemed to be going along just fine; we were able to perform case-insensitive searches on fields that were deemed to be important (First Name and Last Name on CTM:People) and then, this afternoon, we started getting a ton of ARERR 314 errors when users were testing Change Management. When displaying the results of a search for a Change Request, the system fired a pop up window on the User Tool with the following error message: ARERR [314] Field does not exist on current form An interesting note was that our ADMINs were not getting this error, so I thought it might be a permission thing, but it seems to be more than that. A user in the ADMIN Group but using a Floating ARS License gets the error. A user NOT in the ADMIN Group and using a Fixed ARS License gets the error. Non-Admin users with Floating ARS Licenses get the error. The only folks that don't get the error are Admin with Fixed ARS Licenses. When I disable FTS on the server, the error goes away. Has anyone else run into such shenanigans? I've looked for the FTS field (178) on the CHG:Infrastructure Change form and I don't find it there...maybe I need to add it!? Any help you can offer will be appreciated. Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Using Change / Tasks - Scheduled Start Date
Ok...to be perfectly frank...we've added a workflow to fill them in with the current date if the assignee has left them blank. Our task assignees are ecstatic about that! Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee Sent: Wednesday, January 09, 2008 12:00 PM To: arslist@ARSLIST.ORG Subject: OT: Using Change / Tasks - Scheduled Start Date For those of you who currently use Change ITSM 7.0 in a production environment - i'm interested to know how you deal with your Scheduled Start Dates? Do you enter a Scheduled Start Date for each task? This seems time consuming. Thanking you in advance! ___ 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: Admin tool crashes when sync search database
The hardware and O/S are something I would give a look at. I had a sub-admin once with a beefy 64-bit workstation that caused all sorts of problems with the ADMIN tool on 6.3. My poor little 32-bit Windows XP Pro box just ran circles around him. Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, January 09, 2008 10:10 AM To: arslist@ARSLIST.ORG Subject: Re: Admin tool crashes when sync search database Hmmm. Bad RAM: Maybe, maybe not. Depending on how the RAM is accessed it may only appear at certain times. You're probably right, though. Still, I'd suggest downloading a memory test software such as DocMemory http://www.simmtester.com/page/products/doc/docinfo.asp (bypass the free compulsory registration using www.bugmenot.com ) and run it overnight. Never know. Bad .dll: As you said I'm thinking maybe a support .dll that isn't part of the AR Admin Tool install could be flaking out. Hard to find. Do you and he have the same hardware? The reason I ask is I have seen network card drivers cause crashes in applications on occasion. When it crashes there is an error box that pops up. There should be a more information or something like that. Sometimes looking through that may shed some light on the issue. Also, check the event logs on his system for the previous crashes and see if they point to a file that can't be read or a registry entry that can't be opened or something like that. Sorry for the shotgun approach but chasing down transient errors is one of the more difficult tasks in IT J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, January 09, 2008 10:57 AM To: arslist@ARSLIST.ORG Subject: Re: Admin tool crashes when sync search database He has tried admin tool 6.3 base, and 6.3 patched to v 23. Both seem to do it. He's tried different installs to make sure there aren't issues with the install file. They are the standard install files from remedy, and the same one s I'm using as well. If it were bad RAM, I would expect to be getting memory errors random other times. He and I have the same software, so that shouldn't be an issue. It could be a bad .dll, but then a reinstall should permanently fix that, right? I'm thinking that you are on the right track, a bad file or something somewhere. The issue might not be with remedy though, but with some other files that are shared .dlls or something that remedy uses whenever he tries to sync his search database. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, January 09, 2008 9:54 AM To: arslist@ARSLIST.ORG Subject: Re: Admin tool crashes when sync search database In that case the list of possible causes can run from bad RAM to a software conflict with another piece of software to a bad .dll. Silly question: Is he using the exact matching version of the admin tool? You said the server is on 6.3 no patches. Is the admin tool also 6.3 base? J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, January 09, 2008 10:49 AM To: arslist@ARSLIST.ORG Subject: Re: Admin tool crashes when sync search database Tried that, didn't work. Thanks for the suggestion though. I am starting to think it is a specific issue with his computer, but there's got to be something that can be fixed. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent: Wednesday, January 09, 2008 9:47 AM To: arslist@ARSLIST.ORG Subject: Re: Admin tool crashes when sync search database Maybe something in the AR User cache is getting corrupted. Next time have him clear out the contents of his AR user Home folder, save for the ARCmds folder of course. J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, January 09, 2008 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: Admin tool crashes when sync search database Server is 6.3 no patch. He has 2GB ram, this is a brand new box. It did not crash on his old workstation. This happened a few weeks ago, he uninstalled/reinstalled, didn't fix it, so he wiped out his INI file and that fixed it. This time, he went ahead and
Re: Problem with Group Notification Workflow
Mike, The Send To field is resolved in a very strict way. From the Online Manual: Note: AR System resolves the contents of the User Name field by first checking for a matching request in the User form. If found, the notification is sent to that user. If not found, the server checks for a matching request in the Group form. If the name corresponds to a group name, the notification is sent to all members of that group. If no User or Group definition is found, the contents of the User Name field are used as is and treated as a guest user of the system. This all made pretty good sense before 7.0...now the Group Name that it's referring to here is going to be the GROUPID (eg: 100089) and not the actual name as you and I would LIKE it to be. I would suggest that you try sending your email to the Assigned Group ID instead of the name. Hope that helps, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Pugh Sent: Sunday, December 30, 2007 10:17 AM To: arslist@ARSLIST.ORG Subject: Problem with Group Notification Workflow I've created an escalation that should bring in a support group's name into a Notify action so that it e-mails all members of the group. For some reason it's not resolving the group name so it's not pushing the notification out to all of the group's members. I've double checked the group name several times and it's fine. Incident Management is able to send a group notification without a problem. I'm passing in $Assigned Group$ to the User Name property of the Notify action. It comes from a form I created and, for example, the form contains Enterprise Systems in that field, and I have an Enterprise Systems Support Group defined. I'm running ARS 7.1 and ITSM 7.0.02 patch 6. Does anyone have any clues? Thanks! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com http://www.americansystems.com/ phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.gif
Re: How do I remove the mid-tier hyperlink from system generated e-mails?
Mike, What versions are you using? ARServer, ITSM Suite/Applications, Database? There's a checkbox on the filter that sends the notification to indicate whether or not to include that URL in the outbound message. If you're using 7.0.01 then you might look at the FILTER: NTE:NTS:Email_200_SystemNT and look at the NOTIFY action for the Shortcuts in the middle of that screen. I _think_ that's the one that would get it for you. Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Pugh Sent: Friday, December 28, 2007 8:54 AM To: arslist@ARSLIST.ORG Subject: How do I remove the mid-tier hyperlink from system generated e-mails? Hi, I need to remove the hyperlink to our Remedy mid-tier area that appears at the top of all the system generated e-mails (incident receipt confirmation, incident resolution, etc)? We don't want our customers logging into the mid-tier at this time. Any ideas? Thanks so much! Mike Pugh Software Engineer 13990 Parkeast Circle Chantilly, VA 20151 www.AmericanSystems.com http://www.americansystems.com/ phone: (703) 968-5265 mobile: (203) 434-5082 [EMAIL PROTECTED] Contractor of the Year - 5th Annual Greater Washington Government Contractor Awards LEGAL DISCLAIMER: The information in this email is confidential and may be legally privileged. It is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any disclosure, copying, distribution or any action taken or omitted to be taken in reliance on it, is prohibited and may be unlawful. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are image001.gif
Re: Attachments on Notify action
JT, You may need to look at the PERMISSIONS on that attachment field. For a test, make it PUBLIC and then see if that works. Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shyman, Jonathan Sent: Wednesday, December 26, 2007 7:23 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments on Notify action Yes, that's the one. I've made a copy and disabled the original so I can play with it. Any help you can provide would be greatly appreciated. J.T. Shyman Column Technologies [EMAIL PROTECTED] From: Jason Miller Sent: Wed 12/26/2007 7:08 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments on Notify action ** Hmmm, what version of ITSM? I have v6 hear, looks like you are working with FLTR AST:POPlaceOrderDlg_Send_Email`! I can't remember ever sending an attachment using an HTML template with a dialog form. I tend to think it will work but I cannot say for sure. If I get a chance tonight I will see if I can get this work on this form. Jason From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shyman, Jonathan Sent: Wednesday, December 26, 2007 3:31 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments on Notify action ** More details: The form is the OOB AST:PurchasePlaceOrder_dlg form. We've added an attachment pool to it with a single attachment field. We want that attachment field to be included in the outgoing email when the save button is pressed. A filter fires on submit or modify that sends the email using a notify action. I've created a text template (guess I need to create an HTML one) but all I get is the text in the template as if the email engine isn't processing it at all. J.T. Shyman Column Technologies [EMAIL PROTECTED] From: Jason Miller Sent: Wed 12/26/2007 6:24 PM To: arslist@ARSLIST.ORG Subject: Re: Attachments on Notify action ** Where are you running into issues? Are you trying to send an email directly from the AL or is that triggering a Filter (a filter is required here)? Using an email template with attachments is a nice way to get rid of that pesky URL that automatically included in pre 7 versions. Make sure that your HTML template has the #$$attachment field name$$# and that the attachment field is selected in your fields list in the Filter Notify action. It has been a while since I have worked with including attachments with an HTML template but I believe that is all that needs to be done... Oh, don't forget about the permission on the attachment field. Jason From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shyman, Jonathan Sent: Wednesday, December 26, 2007 2:17 PM To: arslist@ARSLIST.ORG Subject: Attachments on Notify action ** I'm trying to send an attachment on a form as part of an outgoing notify email fired in an active link. I'm trying to do this with an email template right now but I'm not having much success. Is this the correct approach or should I create new workflow to push to AR System Email Messages instead? AR 6.3 Patch 30 on Windows Thank! J.T. Shyman Column Technologies [EMAIL PROTECTED] __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___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Are Surveys generated for all Incidents in ITSM 7.0?
ITSM 7.0.01 P05 (Asset, Change, Incident, Problem and SLM) ARS 7.0.01 P02 AIX 5.3 Oracle 10g I have configured the surveys for Incident Management and I note that surveys are only being sent to the user when the request originates from the Requester Console. When an incident originates from the Incident Management form, there doesn't appear to be a survey sent at either Resolution or at Closure. Shouldn't the resolution of an Incident that originated in the Incident Management form generate a survey for the user? I hope I'm missing something obvious here. Thanks in advance, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Help needed with Approval Central Console
Rahul, The fields in question are called Generic Field and Description2. These fields are 14506 and 14507. When I take those fields out of the table, then the sorting works fine on both the WEB and USER tools. There is no SORT ORDER set on the Table Properties. These two fields are really just derived from the 3-way-join and do NOT really reside on the form that the table is created around. There are extra active links required for the Approve and Reject buttons just to make sure that these fields are re-derived (if that's even close to being a real word) properly. If anyone knows the disposition of any of these SW items, I sure would like to hear about it: SW00228881, SW00251836 and SW00262371 Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rahul AR User Sent: Monday, October 29, 2007 12:22 PM To: arslist@ARSLIST.ORG Subject: Re: Help needed with Approval Central Console ** In the Admin Tool, please verify the sort order on the table and also verify the fields which are mentioned there, whether they exists or not. If you find any field which doesnot exists then remove them and try again after refreshing the Cache. On 10/26/07, Payne, George [EMAIL PROTECTED] wrote: ** Hey y'all... ARServer 7.0.1 P02 ITSM 7.0.1 P05 AIX 5.3 Oracle 10g I've been looking for the disposition of the defects reported as SW00228881, SW00251836 and SW00262371. There was a very good article on a work around entitled Approval Central 7.0 form issues - missing fields 14506 and/or 14507, Change ID number is not correct. I may have actually gotten it from the BMC Knowledge Base. I've implemented the changes suggested there and the original error has been corrected. Now we're getting an ARERR 311 error ONLY on the Web Client. (that's actually very similar to an error we WERE having on the Overview Console and that was corrected by replacing the libardbcQuery.a library as a part of the P05 post patch instructions). The error occurs when the user tries to re-sort Approval Requests table by clicking on one of the two fields that HAD been missing before applying the fixes. The error indicates that the fields are not really a part of the table and therefore cannot be sorted on...and that's really sort of correct...they're on the 3wayJoin form. Does anyone know if this has been fixed by either a server patch or an application patch? Obviously, this latest error didn't show up until after we made the two fields from the 3wayJoins visible. Thanks for your help! Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ -- Regards Rahul __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mid-Tier/ServeletExec Errors
Jaimie, Wow...so many things that this could be: 1.) Is there a C Compiler on the box, is it properly configured and available in your path? 2.) Were you attempting this installation as ROOT or as another user? 3.) Are the files that the script is trying to CHMOD actually there? If so, who owns them (owner and group) and what are the access rights? It sounds like it's trying to compile the module for your http/java servlet connector. If it doesn't have access to a compiler or to the necessary source files (apxs is usually owned by ROOT but should be readable by other users). I'd recommend doing the installation as ROOT and then follow the post-installation routines to set up the whole thing for non-ROOT usage. Best of luck, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, October 26, 2007 7:46 AM To: arslist@ARSLIST.ORG Subject: Mid-Tier/ServeletExec Errors Hi All, I was wondering if anyone has ever received the below errors when installing Mid-Tier. We are on version 6.3 unix/oracle platform and we are installing the mid-tier on the same server. I appreciate any help since I cannot find anything close to this on bmc.com and their customer support is not being very helpful. cp: cannot access bin/HP-UX/*: No such file or directory cp: cannot access /opt/remap/NewAtlanta/ServletExecAS/bin/mod_servletexec2.c: No such file or directory Error constructing mod_servletexec.so Verify that the compiler and link-editor specified by $CFG_CC and $CFG_LD_SHLIB in your 'apxs' script are in your PATH. Also verify that the 'apxs' script has been properly installed. The installation log file (/tmp/SEinstall.log) has more details about these problems. If you continue to have problems then please forward the error messages and to [EMAIL PROTECTED] ServletExec installation aborting on failure! See /tmp/SEinstall.log for log of installation. Exiting ServletExec AS installer... egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/config/webadapter.properties Backup_File: Can't create backup of /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec grep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec ./mt_install[9]: test: Specify a parameter with this command. grep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec grep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec egrep: can't open /opt/remap/NewAtlanta/ServletExecAS/se-tremap/StartServletExec ***ERROR*** * chmod: can't access /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletExecData/default * Error running the following command * chmod 775 /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletExecData/default * You will need to manually run this command after the * installation has completed. See the install log * /usr/tmp/mt_install.log for details *** ***ERROR*** * chmod: can't access /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletLogs/servletexec/ Se rvlet.log * Error running the following command * chmod 775 /opt/remap/NewAtlanta/ServletExecAS/se-tremap/ServletLogs/servletexec/ Se rvlet.log * You will need to manually run this command after the * installation has completed. See the install log * /usr/tmp/mt_install.log for details *** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mysterious Midtier Error
Ok...I know that this is grasping here; but sometimes that works. Is the routine that they're trying to initiate trying to pull up a Crystal Report on the tail end of it?? If so, check to see if they have a ; in their password. The access denied could be an ODBC call the database and the password is getting truncated by the EOL character. Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, September 21, 2007 1:55 PM To: arslist@ARSLIST.ORG Subject: Re: Mysterious Midtier Error Norm.. Ok... so we went from 20,000 users to 2 users Me thinks me smells a mapping of multiple persons to single ARS 'Login Name' values? (With a Read license)? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/21/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: Definitely not a timeout. They fill out the form in less than 20 seconds, click SUBMIT, and BAM! And both users have standard READ (not read restricted) licenses. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, September 21, 2007 1:37 PM To: arslist@ARSLIST.ORG Subject: Re: Mysterious Midtier Error Norm, Could it be a timeout issue? (Could their session have expired?) Could they be using a shared read-restricted account that someone else did a log-out of while they were filling out the form? ( and invalidated their session) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 9/21/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] wrote: ** Hi everyone: Some users are experiencing a very rare error in one of my Midtier apps. The app allows them to submit a trouble ticket. At this one site there are over 20,000 users using it. Two of those users, however, get an, Exception caught: Access denied error when they click the SUBMIT button. I'm at a loss. I don't know why thousands of other users can use it fine but these two can't. Further complicating the issue is that these users are in Georgia while I'm in Florida, so I can't see with my own two eyes what they're doing. So this is a call for any brainstorming. Any ideas at what might be up are very appreciated. ARS. 6.3 Midtier 6.3 MS SQL 2000 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Websphere vs Apache
Hey y'all... I've been tasked with getting our DEV environment to perform exactly like our PROD environment. Great idea, but the installer for PROD didn't leave behind any documentation and the current Admin has tried to install the DEV environment to the best of his ability. Environment: Separate servers for Apps / Mid-Tier / Database. All servers are running AIX 5.3 Version: 7.0.01 P02 Database: Oracle 10g Mid-Tier using Tomcat 5.5 JSP server What we're running into is that the DEV Mid-Tier is allowing users to login and presents them with the Home Page (usually) and allows them to click on whatever console that they would like to get into. Usually after 2 or 3 clicks, things start going bonkers with an error message that indicates that the browser if having trouble finding the server. The server's default web page claims to be a Websphere software IBM HTTP Server: Powered by Apache 2.0 Is there any way to tell for certain which webserver we're running here? My concern is that our wonky behavior may be because we're running Tomcat with an IBM web server instead of a true Apache server and the compatibility matrix suggests that you can run with Websphere JS with a Websphere Webserver or Tomcat JS with an Apache webserver. Is the IBM web server really just a re-branded Apache web server? Thoughts and suggestions are most welcome, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Hey gang!
Ok...I'm a little buffaloed by this one, but I think I've nailed it down; at least a little bit: Server: 7.0.01 P02 on UNIX ITSM: 7.0 DB: Oracle 10g also on UNIX Users are usually authenticated with their Active Directory credentials when the AR System password is left blank. UserA is able to run Crystal Reports just fine and UserB gets an ARERROR 9014 using the same machine and the same client. The users have IDENTICAL security profiles within Remedy. What it comes down to is that UserB has a ; in his password. The ; passes authentication to the AR System just fine, but it causes an error running a Crystal Report. Is the password stored as a Global or Session Variable so that it can be supplied when needed by the Crystal Reports engine? I was able to reproduce this by entering a password directly into CTM:People with a ; in the password. The user can login and do anything else they want to do in the system, EXCEPT run a Crystal Report. Is this a bug in Remedy or Crystal?? Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Hey gang!
Hey Ben, Good suggestion. Running a report directly from Crystal Report Designer does NOT cause problems. I'm prompted for the user's credentials in the ARSystem ODBC driver and it accepts them just fine. Does the ARSystem cache the user's password somewhere to use when running a Crystal Report? Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore Sent: Friday, September 14, 2007 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: Hey gang! ** If you have Crystal Report Designer, I'd bring up the report in crystal and run the report from there with the problematic user's credentials. See if the problem occurs there. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Payne, George [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/14/2007 01:36 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Hey gang! ** Ok...I'm a little buffaloed by this one, but I think I've nailed it down; at least a little bit: Server: 7.0.01 P02 on UNIX ITSM: 7.0 DB: Oracle 10g also on UNIX Users are usually authenticated with their Active Directory credentials when the AR System password is left blank. UserA is able to run Crystal Reports just fine and UserB gets an ARERROR 9014 using the same machine and the same client. The users have IDENTICAL security profiles within Remedy. What it comes down to is that UserB has a ; in his password. The ; passes authentication to the AR System just fine, but it causes an error running a Crystal Report. Is the password stored as a Global or Session Variable so that it can be supplied when needed by the Crystal Reports engine? I was able to reproduce this by entering a password directly into CTM:People with a ; in the password. The user can login and do anything else they want to do in the system, EXCEPT run a Crystal Report. Is this a bug in Remedy or Crystal?? Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Import of People data into ITSM 7
There's a couple of things to remember here gang. The CTM:People Permission Groups form is keyed on the RequestID field from the CTM:People file. If you're going to import records into CTM:People, you'll need to use the associated RequestID in order to create entries in CTM:People Permission Groups. When you're creating your import file, make sure to include the LoginID and License Information. That way, an entry will be automatically made (by workflow) in the USERS form. Of course, while you're adding that, you can set Unrestricted Access (if that's what you want to do!). Of course, if you don't want to try to import Application Permissions and Access Permissions, you can always come back and do those manually. George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Srikanth Sent: Wednesday, August 01, 2007 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Import of People data into ITSM 7 Yes, Shawn We are having three different sources of data- LDAP, HRMS and Notes. I am planning to extract data using SQL scripts and then merge them into a single csv file. We would be doing the load on daily basis. i.e Update the information for the existing users if there is any change Create new users On Aug 1, 9:07 am, Pierson, Shawn [EMAIL PROTECTED] wrote: Srikanth, The good thing about the staging form is that you can push to it from anywhere. Using the flat file or csv the first time will work, but I would build it in such a way that you can leverage it from Oracle, SAP, LDAP, or whatever source of People data you can find to pull it from also. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Srikanth Sent: Wednesday, August 01, 2007 7:57 AM To: [EMAIL PROTECTED] Subject: Re: Import of People data into ITSM 7 Thanks for the replies. We are planning to implement Asset and CMDB for the phase one. So we are planning to import the support group data/permisssions at a later stage. At this point of time, We are just planning to automate the people data to be available for use with Asset and CMDB. We plan to maintain the support group and updation of permissions manually. So I understand the CTM:People is the only other form, I have to look at. What would be the best strategy to load the data? Here is what I am planning - 1) Get the data from the different sources and create a single flat file containing all the fields to be imported 2) Load the data into a staging form where all the authentication of the data would be done 3) Push the data from the staging form to People and CTM:People form. Any suggestions/improvements to the above are welcome. All your imputs would be very valuable and helpful for me. On Aug 1, 8:23 am, Pierson, Shawn [EMAIL PROTECTED] wrote: It depends on what level of import you require. If you just want to import all People data but don't care about users being set up and such, then you'll only need to import to CTM:People. However, if you want to set up Support Staff, you'll also need the User form, the Support Groups form, and the Permissions form. I forgot the exact names of the forms but you can easily find them by looking at CTM:People and seeing what those tables point to. I built a process to automatically import and update people from Active Directory, but it doesn't yet handle their permissions or support groups. Our AD data is not clean enough for that yet, but setting up an automated process to handle it is usually the best way to go with something as dynamic as People data. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Srikanth Sent: Wednesday, August 01, 2007 12:07 AM To: [EMAIL PROTECTED] Subject: Import of People data into ITSM 7 Hi All listers, I have a question on the import of the people data into Remedy for ITSM 7. I am pretty new to the ITSM world, So bear with me if I am asking a very silly question. While it is clear that we need inport the base people data into People form, I am not very clear with all the other forms that we need to load the data with people data. In our current system we do a load into SHR:People form. Are there any such forms in ITSM 7 too? We are doing a fressh implemetation of ITSM 7. Please let me know if you need any additional information. Any help would be greatly appreciated. Thanks and Regards, Srikanth __ __ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgARSlist:Where the Answers Are Private and confidential as detailed a
Re: MidTier 6.3 Header Question
Actually, I think that the wording is separate. We changed the background but we also had to null out that string. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie Sent: Tuesday, July 31, 2007 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: MidTier 6.3 Header Question That is a background image. Either change the jpg or put in a new one. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Lockwood, Teresa L Sent: Tuesday, July 31, 2007 12:02 PM To: arslist@ARSLIST.ORG Subject: MidTier 6.3 Header Question ** In Mid Tier 6.3, how can I remove the words Remedy Mid Tier 6.3 from the heading? Thanks in advance for your help. Terri __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are image001.jpg
ITSM 7.0 bug.
Hey Gang, We're using ITSM 7.0 on ARS 7.0.01 with an Oracle 10g database. Trying to create a new Support Group, I guess I got a little too aggressive with the Description; I typed 141 characters and it threw the error below when I tried to save it. The field properties show it to be a 255 character field on the Support Group form, but the underlying field that the Description is being pushed to by workflow is apparently only 128 characters on the CTM:SYS-Access Permission Grps form. When I trimmed the Description to 128 characters, it saved just fine. --- ARERR [552] Failure during SQL operation to the database : ORA-12899: value too large for column ARADMIN.T567.C10 (actual: 141, maximum: 128) ARERR [306] Value does not fall within the limits specified for the field : (Maximum length- 128) : CTM:SYS-Access Permission Grps : Description --- I didn't see this on the ARSWiki, so I guess I'll turn in a request to support. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Populating a field based on values for other fields plus some string
Ray et al., You mentioned that the user can fill in Field1 and/or Field2. If you are going to leave it so that the values of either Field1 or Field2 could be left blank, then you'll need to make several Active Links to test for the various conditions and set your SQLFilter string accordingly. Leaving one of the fields blank would probably produce unexpected results in your concatenated string if you don't. Best of luck, Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shawn Stonequist Sent: Friday, July 27, 2007 7:44 AM To: arslist@ARSLIST.ORG Subject: Re: Populating a field based on values for other fields plus some string Ray, This can be done by Filter or Active link (Filter if the SQLFilter field is on a different form than the one your user is saving) You can use a simple Set Fields action (or Push Fields if sending to a different form) Under the Fields section of the If or Else tab, select SQLFilter from the drop down menu, then use the following for Value: Customer = + $Field1$ + AND Severity = + $Field2$ Remember to use the double quotes () around any text/strings and the dollar signs around any dynamic values you wish to use. HTH Shawn Stonequist EMNS Inc. -Original Message- From: Ray [mailto:[EMAIL PROTECTED] Sent: Thursday, July 26, 2007 9:14 PM Subject: Populating a field based on values for other fields plus some string Hi: I have three fields called Field1, Field2 and SQLFilter in a form. User provides data for Field1and or Field2. When the user hits the save button, I want to populate the SQLFilter field with the following string Customer = 'Value of Field1' AND Severity = Value of Field2 I am thinking I have to use a filter. Not sure how to go about it. Can someone help Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Field/context-sensitive help
Hey all... Wouldn't Lenny Warren's Admin Console do this for you?? I'm sure that the def files are posted in a ton of places... Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Julie Rockwood Sent: Wednesday, July 25, 2007 4:33 PM To: arslist@ARSLIST.ORG Subject: Re: Field/context-sensitive help Hi Mary, For the benefit of the rest of us. How would you do you display the helptext from the form that Michael is describing without creating an active link for each field that executes on Gain Focus of the field? There's got to be a better way. How does your helpdesk form do it? Julie At 03:09 PM 7/25/2007, you wrote: ** Isn't this similar to what we do on our helpdesk form? It's pretty straightforward. Mary From: Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG ] On Behalf Of Durrant, Michael M. - ITSD Sent: Wednesday, July 25, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Field/context-sensitive help ** Here's my idea - tell me if I'm crazy: I want to create a form with the following: Form Name Field ID/Field Name Help Text When a user focuses on Field ID/Field Name on Form Name, a text field would be set with the contents of Help Text. I know I could do this with a truckload of Active Links - but I really don't want to I know how I could do it in a normal programming environment - how can I do it in Remedy? Thanks, Michael The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. __20060125___This posting was submitted with HTML in it___ --- Julie Rockwood Los Alamos National Laboratory IST-APPS3 BMC Technical Lead (505) 667-9846 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Table qualification for open incidents assigned to the group.
Brian, The qualification that you typed will only list cases for current USER or No assignee. If you want to include all cases for your GROUP, you need to make the qualification include AssigneeGroup... Of course, you'll need to determine whether there'll be a static GROUP that you want as a part of that table, or, will you be putting in some more dynamic lookup?? George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don McClure Sent: Monday, July 23, 2007 4:19 PM To: arslist@ARSLIST.ORG Subject: Re: Table qualification for open incidents assigned to the group. Have you tried a slight Boolean modification: (( 'Status' != Closed) AND ( 'Status' != Resolved) AND ( 'Status' ! = Cancelled)) AND (( 'Assignee Login ID' = $USER$) OR ( 'Assignee Login ID' = $NULL$)) I took the liberty of some whitespace--important point is that the 'Login ID' checks must be in one set of parentheses--else de Morgan's law will undo your logic! BeXpress [EMAIL PROTECTED] 23-Jul-07 4:02 PM I hope some of you guys can help me with this, I submitted this to Remedy support over a month ago and cannot get an answer. I have created a table field in a form to display incidents that are assigned to the group with no individual assignee and open incidents that are assigned to the other members of the group that you are in. The problem that I am running into is that in the table you can only see the incidents that have no assignee and the incidents that are assigned to you. The incidents that are assigned to members of your group are not displaying. Here is the qualification that I am using: (( 'Status' != Closed) AND ( 'Status' != Resolved) AND ( 'Status' ! = Cancelled) AND ( 'Assignee Login ID' = $USER$)) OR (( 'Assignee Login ID' = $NULL$) Please let me know what changes need to be made to it. We are running ARS 7.01, Windows 2003, SQL Let me know if you need anymore information. Thanks Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Table qualification for open incidents assigned to the group.
Brian, What we did with one of our consoles was to include a field on the form with an attached menu of the available GROUPS. Then the table qualification uses the value of that field to limit the results if a particular group is selected. Make sense? Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of BeXpress Sent: Tuesday, July 24, 2007 11:21 AM To: arslist@ARSLIST.ORG Subject: Re: Table qualification for open incidents assigned to the group. George, Correct, the qualification that I have now will not show any groups, this is what I have currently as a work around. I have got it to work when I add a static group for example User Services, I have quite a few groups that will need to see all of the tickets assigned to them. I have tried all of the qualifications that I can think of that pertain to assigned group. I have no idea where to go from here. Thanks for your help. Brian Skalla On Jul 24, 10:15 am, Payne, George [EMAIL PROTECTED] wrote: Brian, The qualification that you typed will only list cases for current USER or No assignee. If you want to include all cases for your GROUP, you need to make the qualification include AssigneeGroup... Of course, you'll need to determine whether there'll be a static GROUP that you want as a part of that table, or, will you be putting in some more dynamic lookup?? George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don McClure Sent: Monday, July 23, 2007 4:19 PM To: [EMAIL PROTECTED] Subject: Re: Table qualification for open incidents assigned to the group. Have you tried a slight Boolean modification: (( 'Status' != Closed) AND ( 'Status' != Resolved) AND ( 'Status' ! = Cancelled)) AND (( 'Assignee Login ID' = $USER$) OR ( 'Assignee Login ID' = $NULL$)) I took the liberty of some whitespace--important point is that the 'Login ID' checks must be in one set of parentheses--else de Morgan's law will undo your logic! BeXpress [EMAIL PROTECTED] 23-Jul-07 4:02 PM I hope some of you guys can help me with this, I submitted this to Remedy support over a month ago and cannot get an answer. I have created a table field in a form to display incidents that are assigned to the group with no individual assignee and open incidents that are assigned to the other members of the group that you are in. The problem that I am running into is that in the table you can only see the incidents that have no assignee and the incidents that are assigned to you. The incidents that are assigned to members of your group are not displaying. Here is the qualification that I am using: (( 'Status' != Closed) AND ( 'Status' != Resolved) AND ( 'Status' ! = Cancelled) AND ( 'Assignee Login ID' = $USER$)) OR (( 'Assignee Login ID' = $NULL$) Please let me know what changes need to be made to it. We are running ARS 7.01, Windows 2003, SQL Let me know if you need anymore information. Thanks Brian ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Shortcut keys
Mike, You can always add a MENU ITEM and make it so that the user can fire that item with ALT + letter. With a little forethought, you could probably get quite a few shortcuts working that way... Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mike Balogh Sent: Monday, July 23, 2007 11:45 AM To: arslist@ARSLIST.ORG Subject: Shortcut keys Hi all - Is anyone aware of any way to configure shortcut keys to fire workflow or mimic a button press within the User tool? For instance, the helpdesk I'm currently working with would like to be able to press Ctrl+letter to popup a dialog box that allows them to enter a new note on the ticket. I'm fairly certain there's nothing within Remedy that will do this. But perhaps someone has a workaround or 3rd party integration that has accomplished this in the past? Thanks in advance for any help, ~Mike --- Michael J Balogh Wingspan Systems Inc. [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Approval Engine Issues (Two issues are resolved)
Ok...this may be coming out of left field, but it's just a thought. Take a look at that ASSIGNEE GROUP IDs for the companies that are having this strange issue. Somehow or another, we had several of our companies assigned to the same GROUP ID. It was truly weird and caused some of the same strangeness that you're describing below. Best of luck, Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, July 10, 2007 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Engine Issues (Two issues are resolved) On the issue about the too much/too little data, BMC was able to reproduce it while I had them on a webex and showed them what was happening to me. However, I tried to show a coworker about 30 minutes ago, I was not able to reproduce the same strangeness of the menus. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Slow user
Isn't that a 64-bit processor? I think that the 6.3 installer probably installed the UT in the wrong location. I suspect that the 7.0 installer got it installed properly! Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rakshit Bhandary Sent: Monday, July 09, 2007 1:08 AM To: arslist@ARSLIST.ORG Subject: Re: Slow user ** Its a Pentium Dual Core system with 3 Ghz and 1 GB RAM. The OS is XP with service pack 2. On 7/6/07, Payne, George [EMAIL PROTECTED] wrote: ** Rakshit, What was the hardware and O/S for the machine where you were trying to use the 6.3 User Tool?? Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] On Behalf Of Rakshit Bhandary Sent: Friday, July 06, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Slow user ** I upgraded my user tool from 6.3 to 7.0 and it seems to have done the trick.. Now the user tool is Super fast :) Thanks all.. but i am still not sure what was wrong with the 6.3 version.. On 7/6/07, Carey Matthew Black [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] wrote: Rakshit, Start at the beginning. Start with diagnostics to find the problem. Login as an Admin user to the User tool. Tools--Options--Logging Turn on all the log options(Active Links, Macro, API, Database, and Filters) Set the Log File Path to the path and filename that you want to write the log to. Click ok. Log out/exit the User tool. Login as the same user above. After the Home page opens, Tools--Options--Logging and turn off all the logs. Pick through the file and see what is taking so long and if you see any errors. Also check the server's arerror.log file too. If the above approach yields nothing, then try turning on the server logs (API/DB/Filter) to try to isolate the right layer where the time is being consumed. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 7/6/07, Rakshit Bhandary [EMAIL PROTECTED] wrote: ** I cleared the user cache.. still no improvement.. And i just installed this server.. There are no workflows other than the ones which comes with the installation.. I had seen this problem earlier also with another server.. is there any configuration issue which can cause this problem??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ ARSlist:Where the Answers Are -- Take a break... Have a kitkat... __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ -- Take a break... Have a kitkat... __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Reset Incident Number ID
If you're using ITSM 7 then I would recommend choosing a starting number HIGHER than any that you've already used (kind of like you do with your paper checkbook if anyone remembers what THOSE are :-) ). There are potentially CHILD forms that would reference the INCident number that might get confused if the primary form were reset to ..0001. If you're still intent on resetting to 0001 then make sure that you've archived the primary and all the CHILD forms before proceeding. Best of luck, George George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.4132 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rami S Ayoub Sent: Monday, July 16, 2007 7:38 AM To: arslist@ARSLIST.ORG Subject: Reset Incident Number ID ** Hi List, How can I Reset the IN Number to start from IN01., i already have old cases and i want now start from number 1 ? AR Server 7 SQL 2005 Incident and Problem Windows 2003 Regards, Rami __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Slow user
Rakshit, What was the hardware and O/S for the machine where you were trying to use the 6.3 User Tool?? Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rakshit Bhandary Sent: Friday, July 06, 2007 8:49 AM To: arslist@ARSLIST.ORG Subject: Re: Slow user ** I upgraded my user tool from 6.3 to 7.0 and it seems to have done the trick.. Now the user tool is Super fast :) Thanks all.. but i am still not sure what was wrong with the 6.3 version.. On 7/6/07, Carey Matthew Black [EMAIL PROTECTED] wrote: Rakshit, Start at the beginning. Start with diagnostics to find the problem. Login as an Admin user to the User tool. Tools--Options--Logging Turn on all the log options(Active Links, Macro, API, Database, and Filters) Set the Log File Path to the path and filename that you want to write the log to. Click ok. Log out/exit the User tool. Login as the same user above. After the Home page opens, Tools--Options--Logging and turn off all the logs. Pick through the file and see what is taking so long and if you see any errors. Also check the server's arerror.log file too. If the above approach yields nothing, then try turning on the server logs (API/DB/Filter) to try to isolate the right layer where the time is being consumed. HTH. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 7/6/07, Rakshit Bhandary [EMAIL PROTECTED] wrote: ** I cleared the user cache.. still no improvement.. And i just installed this server.. There are no workflows other than the ones which comes with the installation.. I had seen this problem earlier also with another server.. is there any configuration issue which can cause this problem??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are -- Take a break... Have a kitkat... __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Mid Tier only, wrong date in results
Dylan, Could it be a TIME ZONE issue on the mid tier either with the server or with the user's profile? Is that the only ticket resolved after 5pm on 5/31? Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Wheeler, Dylan Sent: Monday, July 02, 2007 5:34 PM To: arslist@ARSLIST.ORG Subject: Mid Tier only, wrong date in results I have a user that runs an advanced query to get her results. The problem I'm seeing is that the same exact query run in the user tool gives different results then in the mid tier. I have a date/time field I put in called Resolved. The query she runs is 'Resolved' = 6/1/2007 AND 'Resolved' 7/01/2007 The user tool will return the correct results, the mid tier pulls up an extra one that has the Resolved field set to 5/31/2007 5:26:51 PM Is there something funky that happens with mid tier queries or did I find yet another mid tier bug? - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings Loan Association, F.A. Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 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. 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. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ARS 7.0.1P2 arerror 94 - database timeouts
Susan, I'm certainly not implying that you haven't looked here, but you didn't' mention whether or not you've looked at your escalations or escalation log. I've had escalations cause a cascading effect that was recurring and hard to catch. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, July 02, 2007 10:16 PM To: arslist@ARSLIST.ORG Subject: Re: ARS 7.0.1P2 arerror 94 - database timeouts Susan, I would look at interactions between Remedy and other applications and/or plugins with things like LDAP. If your plugins were locking up threads (i.e. waiting for connection or response, timing out, etc.), it seems like that would cause your thread count to increase. I don't remember what version of ARS you upgraded from, but it's possible that API parameters have changed between that version and 7.x. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Monday, July 02, 2007 7:43 PM To: arslist@ARSLIST.ORG Subject: ARS 7.0.1P2 arerror 94 - database timeouts ** Hi everyone, Upgraded to ARS v7.0.1P2 last Wednesday. Went remarkably well, although we didn't attempt to do Approval, Assignment or Flashboards at this time. We did do the mail engine which we haven't done anything with. Since we upgraded near two times a day (except Sat/Sun) the threads to the database increase from a normal 7 to 15 within a 5 min period (likely less) and we reach a point where we get error 94 database timeout errors. We restart the AR Server services and everything goes back to normal. I do have an open support ticket and we really don't want to go there. So I'm trying to figure out what could be causing it. We did develop 343 errors after the install and I've been trying to fix them (filter action count errors). Of course everything is not going as described in the KB that was provided. One thing I've found interesting is that on Thur, Fri and Mon this phenomena occurred between 3:30-4:00 pm. So I've looked through the sql logs looking for clues. No errors in the arerror.log before the timeout occurs. There's been about the same number of users on each time, but that same number has been basically been working all day. It's not like it is a slow build up, say a new thread added every 5 minutes, its like zoom they're added. It is only LIST threads, the FAST threads remain steady with no increase. There's no unusual queries going on from what I could see in the sql logs. No changes were made to the application, its HD V5.0 customized about 85%. I'm told there's no errors in the Oracle 10g logs. We did the upgrade from 9 to 10 last Wednesday also. Although I don't know where to look its probably something I should poke around in. It almost seems to me like something happens to the connection to the database which is on a SAN. But I don't know how to show that. Of course, everyone points to Remedy. What I find odd is that a restart of services takes everything immediately back to normal. I've seen in the arerror.log occasional thread drops but they appear to be directly related to the 343 errors and are at different times, not even near the db timeout occurrences. So if anyone has seen anything like this or has another perspective I'm not looking at, I'd appreciate your help. Thanks in advance, Susan Susan Palmer ShopperTrak ARS 7.0.1P2 Oracle 10g Windows 2003 __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: License Usage
The funny thing is that a respected Remedy Trainer (who will remain un-named) brought up a very similar question in a class he was teaching on Application Design in the spring of 2006. My solution was to submit a ticket to a child and then update the parent with workflow and he assured me that this would be 100% legal based on the current licensing scheme. Hmmm...maybe he was wrong, but I understand that he employed this technique in a recent mid-west installation with a very large customer who was looking to circumnavigate the enormous licensing fees that they were amassing. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, June 29, 2007 10:29 AM To: arslist@ARSLIST.ORG Subject: Re: License Usage I would also agree that it has been a longstanding license violation. Since the early days of 4.x at least, the 'read' license was limited to submission of new records and querying, and modification of records required a change license. When RemedyWeb came out it was possible to make updates to the display only Web form that would trigger a filter that would make background database updates by the Web user, but doing such an update was specifically not permitted due to the clause above. Any other method, including a single user being used by multiple workstations, is also such a licensing violation. Louise van Hine KTSL Limited Quoting L. J. Head [EMAIL PROTECTED]: ** My understanding is that it would be a violation based on the 'no group user accounts' policy...I've never read the agreement myself but understand it as such. - FROM: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] ON BEHALF OF Frank Caruso SENT: Friday, June 29, 2007 8:58 AM TO: arslist@ARSLIST.ORG SUBJECT: License Usage ** Looking for feedback on whether the following set up would violate a license agreement with BMC: Putting up web sites (not MidTier) where end users can submit and update records but the web site authenticates with the ARS server using one ID. This ID has been granted a Fixed license and each site will have a unique Remedy ID attached to it. Also, it is possible that many of the users submitting and updating tickets through these web sites will have a Remedy login with a Floating license, however, the web sites will not use that ID to authenticate. I believe that this would be a violation but cannot find anything written from BMC that states it would. Thank you __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Multitenancy in a Large Enterprise
Ok...maybe I'm being a little too simplistic here, but why don't you just set up the following 12 companies: Widgets Research Widgets Development Widgets Testing Widgets Contracting Sprockets Research Sprockets Development Sprockets Testing Sprockets Contracting Gizmos Research Gizmos Development Gizmos Testing Gizmos Contracting This should keep you from custom coding. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow Sent: Friday, June 29, 2007 1:32 PM To: arslist@ARSLIST.ORG Subject: Re: Multitenancy in a Large Enterprise There is no way to do this without custom coding. However, it can be done. We are currently doing this exact thing for a customer utilizing dynamic groups. We are doing it a level above where you are asking for it but there is no reason it couldn't be done further down the tree. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Friday, June 29, 2007 1:20 PM To: arslist@ARSLIST.ORG Subject: Multitenancy in a Large Enterprise ** Has anyone attempted to implement multitenancy in a large, complex enterprise? Suppose I have a very large company called Acme Incorporated, and let's say Acme actually consists of multiple quasi-independent subsidiaries-Widgets, Sprockets, and Gizmos. Let's say Widgets, Sprockets, and Gizmos were each independent companies that were recently acquired by Acme. So Acme's structure looks like this: Acme Widgets Sprockets Gizmos Now each subsidiary has independent business units-Research, Development, Testing, and Contracting. So now Acme looks like this: Acme Widgets Research Development Testing Contracting Sprockets Research Development Testing Contracting Gizmos Research Development Testing Contracting OK, so far, so good. Here's the rub-Acme does not want each independent business unit to be able to see the others' tickets. In other words, Widgets' Research unit cannot see tickets assigned to Widgets' Testing unit and vice versa...unless, that is, Widgets' Research unit wants to throw the ball over the fence to Widget's Testing. According to the ITSM documentation, multitenancy can only be effected at the company level...so my question is, can multitenancy be implemented in the way I'm describing without any code modifications? Norm __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Customer versus Contact
Just to echo what Shawn said, we're treating the Contact tab as an alternate contact only. I used to always create an Alternate Contact tab for notifications to an Admin Assistant when the ticket was really for their boss. I also provided an option to contact either one or both when an alternate contact was included. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Tuesday, June 26, 2007 10:17 AM To: arslist@ARSLIST.ORG Subject: Re: Customer versus Contact We don't use contact unless the customer is someone like an executive that has their assistant handle everything, who gets listed as the contact. It's more of an optional thing for the situations where people are unable to be reached for their own tickets. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Tuesday, June 26, 2007 10:09 AM To: arslist@ARSLIST.ORG Subject: Customer versus Contact ** Hi List, Within Service Desk 7, do you guys have any guidelines or recommendations for filling out the Customer and Contact sections (tabs) in the Incident? Since both Customer and Contact are notified, it probably doesn't make sense to have the same person be both. Any ideas? mjd __20060125___This posting was submitted with HTML in it___ The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: People population
CTM:People Permission Groups requires the People ID (PPL000...) of the user before you can add data for a user, that's the glue. First, create all of your PEOPLE in CTM people...importing them would be easiest and make sure that you've added their Remedy Login ID. Next, run a report against those people in CTM:People and extract Remedy Login ID and People ID. Then you can create a spreadsheet or database with the appropriate permissions, save that to a .CSV file. Now all you have to do is import this CSV up to the CTM:People Permission Groups form. Just be a little cautious, you can make lots of mistakes very quickly with the ARIMPORT tool :-) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Monday, June 11, 2007 2:20 PM To: arslist@ARSLIST.ORG Subject: Re: People population There is a form that contains the group memberships for people (form name escapes me at the moment, but it's pretty clearly named). You could have Filters do Push Fields to that form for each ITSM permission group you wish to add - I'm doing that as part of my AD integration of both support and non-support people now, and it works. I think the Push to that form already does the push to the Group list field in User for those with licenses, too. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Monday, June 11, 2007 12:10 PM To: arslist@ARSLIST.ORG Subject: People population ** Good afternoon, I'm looking for an easier way to populate permission groups and licenses for users in ITSM 7.0. In the past it was easy just to copy one person's permissions to another in the User form, but with the added CTM:People Permission Groups form in the way, among other things, I'm not seeing a clear way to do this. I'm thinking about turning on workflow logging of what happens when I manually set permissions then creating an escalation to do this, but I wanted to check here first to see if BMC really did leave us no other options beside manually entering hundreds of people's permissions or creating customized workflow. Thanks, Shawn Pierson 5444 Westheimer Rd Houston, TX 77056 (713)989-7226 The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Tenancy mode
Roseta et al., There's actually a decent definition for unknown user in the appendix of the ITSM 7.0 Configuration Guide. That might be of some help. What we've found is that the distinction between multi-tenancy and single-tenancy does NOT affect the ability to establish multiple companies (divisions). You can create and use multiple companies in either mode. What you get with SINGLE-tenancy is a DEFAULT company and a generic User (which you establish the credentials for!) that can login and access the Requester screen. This is your unknown user. I cannot imagine that we would EVER want to have an UNKNOWN USER, and if we did, I could create one in the PEOPLE form just as easily as in the Advanced Configuration. A user being in the PEOPLE form is not quite all that they need in order to be a known user...they also have to have a REMEDY LOGIN ID (that's a tab on the PEOPLE form). When you add that information to the user's PEOPLE record, the application creates an entry for the user in the USER form and PEOPLE PERMISSION GROUPS if needed. One under the covers thing that I noticed that does affect your foundation data: Companies that we created while we had the system set to SINGLE-tenancy all got their own individual GROUP ID established for them. Since we switched to MULTI-tenancy, all new companies are SHARING the same GROUP ID. Honestly this FEELS backwards to me and we're certainly going to examine that more closely before going live with our 7.0 installation. Best of luck! To ALL of us! George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.4132 -Original Message- From: Action Request System discussion list(ARSList) Subject: Re: Tenancy mode Roseta, I believe the answer to your question about the unknown users are those who log in that are not listed in the People data. For example, if you have the system set to allow guest users, it should let them still request things if you have single tenancy set. This is useful if you don't track all of your customers. Multi-tenancy is useful in an organization like mine where we have multiple divisions, and we have FERC regulations that require us to prevent users from certain divisions from seeing our corporate information that we don't divulge to the general public. If you don't have groups of people that shouldn't be allowed to see each other's data, then single tenancy is the way to go. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) Subject: Tenancy mode Hello, I wanted to know if I change the tenancy mode form single to Multi what are the effects. in document it says: single tenancy mode is required if you need unknown users to access the ITSM Requester console. but who are unknown users. I thought unknown users are whom do not have licence . but these users can login and see the request console if multi tenancy is selected. who are the unknown users exactly??? Regards, Roseta -- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Hiding Status Values
Rick's first suggestion is excellent. I've used that strategy at several installations. The buttons started out real simple and then I was able to do all sorts of neat tricks with permissions and other workflow associated with them. George George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.4132 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 31, 2007 12:26 PM To: arslist@ARSLIST.ORG Subject: Re: Hiding Status Values Perhaps a better solution would be to make the Status field RO, and have the status of a record advanced with buttons that would be enabled under conditions defined by workflow. Both the buttons and the Active Links behind them can have different permissions, so that advancing to different status values could have different work rules for different groups. It's potentially a lot of work to set up, but would do the job. Another way that might be less functional, but is also less work, would be to have the visibility of the field (RW vs. RO) be affected by different Active Links (change fields actions) depending on the Group membership of the user. That would lock a group from changing the status FROM a value, but only workflow could define what it could be changed TO. Rick -Original Message- On 5/30/07, Ashley Henderson [EMAIL PROTECTED] wrote: ** LIST, Anyone out there have a suggestion on how to hide status values for a particular row level access group? Remedy Version 6.3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Trying to avoid the BIG C
Hey Gang, I'm in the middle of moving from ITSM 6 on ARS 6.3 to ITSM 7 on ARS 7.0.1. We have 70,000+ users and around 1000 support personnel. We would rather avoid having to load all of those users into either the CTM:People form or the User form (or both). In Version 6, we could authenticate a user (via AREA LDAP in our case) and that user would be allowed to enter tickets by means of the Requester Console - New Request form. Now, in Version 7, the user is Authenticated (once again with AREA LDAP) and then runs into a roadblock when they try to get into the Requester Console: You must be a registered user to access the Requester Console. Please contact your Administrator to register for the Requester Application. (ARWARN 1440101) Throughout the BMC Remedy IT Service Management 7.0 Configuration Guide they talk about the unknown user and define it (finally) on page 365. When you follow their steps to Allow Unknown Users you are basically setting up a GUEST account for everyone to use. I don't think that would be a good idea in our environment. I have discovered a way to automatically create the accounts for the user as they login, and I'm just curious if there's a prescribed method for doing such a thing with ITSM 7.0 without having to make the CUSTOMIZATION (albeit gentle) to the workflow that I was required to make. Self-service is going to be leading motivation, if it's not already! Why should a user have to wait for someone to create their account in Remedy or register for the Requester Application? Has anyone else out there been able to circumnavigate this one?? Thanks, George George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Floating License Timeout
Dave is correct; this is a license management issue. If the users are so distracted that they are getting timed out (maybe your timeout is too short), then they probably won't notice any workflow that you come up with to notify them that their license is about to timeout. How about you just don't give Floating licenses to the support people who are only doing Data Entry? It doesn't take anything more than a Read license to SUBMIT new tickets. When we got that straightened out around here, we found that we had more than enough licenses in the Floating pool. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Friday, May 25, 2007 3:58 AM To: arslist@ARSLIST.ORG Subject: Re: Floating License Timeout Isn't this only an issue only if the floating license pool isn't large enough? If that's the case then one should be looking at a license management solution. Let's look at it a different way. If it was possible to provide the warning message, what is the expected action by the user? Not save the change because they may or may not get reassigned a license when the save occurs? If they have made changes, discard them and login again to see if they are granted a write license (another warning message if they don't)? Again I only see this as an issue if the license pool is not large enough. Even if they get the error message when they attempt to do the write, isn't chances of this smaller than the number of times they would get the time out message? When we have been extremely tight on licenses and our folks have gotten the error message, if they waited 5 or 10 minutes they could attempt the save again and often it would got through. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bradford Bingel Sent: Friday, May 25, 2007 1:27 AM To: arslist@ARSLIST.ORG Subject: Re: Floating License Timeout ** It sounds like Anukampa's concern is avoiding incomplete ticket updates/transactions, as in: - User opens and begins to edit a ticket, pulling a floating license - User gets interrupted or otherwise distracted, and the floating license expires - User's floating license is released, returns to the license pool, and is subsequently reassigned to another user - User then tries to save the updated/edited ticket, but instead receives an error message because the necessary floating license cannot be re-acquired Anukampa, is that correct? -- Bing Bradford Bingel (Bing) ITM3 California http://www.itm3.com/ [EMAIL PROTECTED] (email) 925-260-6394 (mobile) __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Doc on reporting
Ray and Carey, We handle this kind of request with a form in Remedy that includes the information that we want reported. Then, every morning around 2am an escalation fires that collects the data SUBMITS a new record to that form. Finally, a filter action on submissions to that form sends the formatted results of the data collection to the appropriate addresses. The side benefit is that we've got a daily log of the reported data that we can then run reports against if we need to! :) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, May 25, 2007 6:46 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray, At this time there is no easy way to schedule a report. You can do it. But you have to go a bit outside of the standard ARS to do it. ( I am not sure if the OOB applications offer any more advanced options in this area.) The basic idea of how it can be done You could use an Escalation (or any other time based triggering tool, like Cron, Scheduled Tasks, etc..) to run the command line tool runmacro. ( You should find this program in the ARS server install/bin/runmacro directory.) This program will let you run a Remedy Macro from the command line and produce a local file on the file system. However it will not send it out in email. For that task you can either write a command line program to email the file directly, or you can build other workflow in ARS that will check the time stamp on the file and if it is new enough then pull the file into ARS (assuming the file is small enough for that to work) and send email from there. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 5/25/07, Ray M [EMAIL PROTECTED] wrote: ** Hi: is there a documentation on reporting? I want to schedule report creation of all open tickets with their corresponding worklogs and forward them to an email address. Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Doc on reporting
Hey Ray, Yep. That's the way we're doing it. We run individual reports for each of our interested groups right now and the data that we're collecting is just SQL counts of open tickets and aged tickets. We're thinking about making it more dynamic so that there could be a flag for each Support Group that indicates whether or not they want the report and then have the escalation walk through the table of everyone that wants a report. The question of multiple records could be handled with a character field of length 0 that would be concatenated with the appropriate data from HPD:Helpdesk for every record. Then, when all of the data is collected, you would push it to your Report Form and the SUBMIT would fire the notification that you could format to your heart's content in the notification filter action. Hope that helps, Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ray M Sent: Friday, May 25, 2007 9:34 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting George: I was thinking about the same thing. Need a little more clarification. So you have created a new form with standard fields + a character datatype. Every morning run a escalation, collect required information for all the open tickets from HPD:HelpDesk form and dump it into the character datatype in the new form. Build a filter that runs on the new form to send a notification for each submit. Is the above logic what you have implemented? One question I have is I want to create multiple records in the new form each time the escalation runs i.e one record for each customer. Something like group by on the customer field from HPD:HelpDesk. How would I do that? Thanks Ray -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Payne, George Sent: Friday, May 25, 2007 9:51 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray and Carey, We handle this kind of request with a form in Remedy that includes the information that we want reported. Then, every morning around 2am an escalation fires that collects the data SUBMITS a new record to that form. Finally, a filter action on submissions to that form sends the formatted results of the data collection to the appropriate addresses. The side benefit is that we've got a daily log of the reported data that we can then run reports against if we need to! :) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Friday, May 25, 2007 6:46 AM To: arslist@ARSLIST.ORG Subject: Re: Doc on reporting Ray, At this time there is no easy way to schedule a report. You can do it. But you have to go a bit outside of the standard ARS to do it. ( I am not sure if the OOB applications offer any more advanced options in this area.) The basic idea of how it can be done You could use an Escalation (or any other time based triggering tool, like Cron, Scheduled Tasks, etc..) to run the command line tool runmacro. ( You should find this program in the ARS server install/bin/runmacro directory.) This program will let you run a Remedy Macro from the command line and produce a local file on the file system. However it will not send it out in email. For that task you can either write a command line program to email the file directly, or you can build other workflow in ARS that will check the time stamp on the file and if it is new enough then pull the file into ARS (assuming the file is small enough for that to work) and send email from there. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 5/25/07, Ray M [EMAIL PROTECTED] wrote: ** Hi: is there a documentation on reporting? I want to schedule report creation of all open tickets with their corresponding worklogs and forward them to an email address. Thanks Ray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ?*? Unknown / Guest User in Single-tenancy only? or Multi-tenancy aswell?
The way that we're planning on implementing would be to grab the basic information from our LDAP and create a record on a form that will then push the data (via filter) to the correct forms. It may be skeletal, but it should be enough to fill the New Request form and only the Filter will have the correct permissions. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, May 24, 2007 1:09 PM To: arslist@ARSLIST.ORG Subject: Re: ?*? Unknown / Guest User in Single-tenancy only? or Multi-tenancy aswell? George, Ok. However, that would mean that all users would be allowed to create data in all the right places and I doubt that is really the way to go. I doubt that you really want everyone to have enough privileges to create a new person do you? Not to mention that there are likely other things about the person (and their access to the system) that is not totally derivable from other data sources. So you might be able to create a skeleton profile, but the profile will likely be incomplete for ARS needs. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On 5/24/07, Payne, George [EMAIL PROTECTED] wrote: ** Ok...how 'bout this?? Allow your user to login using Active Directory credentials and create an Active Link that fires on opening the Home Page that creates their credentials in all of the appropriate places? The thought being, if they're authorized through your AD then they should be allowed to have an account to enter requests. I'm not saying that this will be EASY with the way that 7.0 creates People and Users, but it should be possible. George George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Newbie question: how to find filters/worklow associated with a form
And...since you are an affirmed newbie, leave your Admin Client open while you're running the SYNC, do it during OFF hours and don't let you machine go to sleep. Pain points learned :-) Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.4132 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, May 24, 2007 5:13 PM To: arslist@ARSLIST.ORG Subject: Re: Newbie question: how to find filters/worklow associated with a form Also, run the Sync Search Database, so that you can see workflow objects associated with individual fields within a form. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish Sent: Thursday, May 24, 2007 3:07 PM To: arslist@ARSLIST.ORG Subject: Re: Newbie question: how to find filters/worklow associated with a form ** Ray, Admin Tool go to ViewBy Form. . . You can then either select a single form or select multiple forms. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com http://www.itprophets.com/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ray M Sent: Thursday, May 24, 2007 5:49 PM To: arslist@ARSLIST.ORG Subject: Newbie question: how to find filters/worklow associated with a form Hi: Just went to training. Can't seem to figure out something that is trivial. Is there a way in Remedy Admin to show all filters and workflows associated with a form? Thanks Ray __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Set Field Function
Wouldn't that be something like UPPER(LEFT(Target_String,1)) + SUBSTR(Target_String,2) Leave the optional LENGTH value off of the SUBSTR function to get the rest of the text. Gp George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Thornley Sent: Wednesday, May 23, 2007 9:58 AM To: arslist@ARSLIST.ORG Subject: Set Field Function All I can't seem to figure out the formula to set the first character only in a field to uppercase. Thanks Kevin __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Curious behavior in ITSM 7.0
Hey Gang, Our Environment: ARS 7.0.1 P2 on Solaris ITSM 7.0 Oracle 10g on Solaris We were trying out our new installation of ITSM 7.0 and noticed an odd thing in the Requester Information on the New Request off of the Requester Console. The user's Business Phone had been properly entered through the Phone Dialog on the People form (1 512 475-7513), but the New Request form threw an error (ARERR 48148) if you touched the Phone field and moved off of it because there wasn't a - between the AREA CODE and the LOCAL NUMBER. I went back to my people form and none of the entries have a - between the Area Code and the Local Number. I found the workflow that concatenates the phone number from it's individual parts in the dialog box and sure enough CTM:PHD:LoseFocus_30_SetPhone inserts a SPACE in there instead of a DASH! I would think that they would format the phone number to correlate with their own error trapping! Our LDAP server uses the format +CountryCode AreaCode Exchange Last4Digits no DASHES in the mix anywhere. Looks like I'm going to have to run down the AL that's throwing the 48148 error. Has anyone else fixed this one already? Thanks, George George Payne Assistant Director, User Services Information Technology Services University of Texas at Austin 512.232.7513 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
