Re: Off Topic - Before the List is Gone! NOTE: Not Gone, MOVED
Dan, Thanks for keeping this community and this platform going for this long. You had the vision, you have had the dedication, you've also had the tenacity to keep this amazing thing going steady. And you've kept the discipline on the list. I've been here since 1997, but since 2011 I have been an occasional lurker. Like an addict sniffing alcohol. I am glad I came in today to check. I accidentally stumbled into Remedy after college in 1996 and was still a Remedy guy till 2010. Sometimes I wonder what my career and my life would have been if I had made a different choice. After college, I was about to take a Visual C++ developer job at a bank in New York City. Out of the blue a company called RISC Management called to say they would make me a Remedy consultant and pay for travel around the country. I was sold. I didn't care what else they said and what Remedy was. One week of training and I was off in Atlanta helping I think it was Bell South, all expenses paid. Being paid a handsome $40,000 per year. I didn't know but I had just switched to a track named Remedy for 14 years. Ok, I just reread what I wrote below and I warn you it has no point. Thinking of Remedy, ARSList and ARSListers brought back a lot of deep emotions and memories, so my mind wandered around. I have seen ARS 2.1 and beyond. No applications in the early days, each implementation started with building the app on the ARS engine you bought. Point and click customization, Rapid Application Development, process before the apps were the Remedy mantras. From Unix, the platform ported to Windows. Manualls were always green on black. I had to learn enough of SQL, Oracle, Sybase, Informix, and DB2 as sometimes there was no DBA. Went to Merril Lynch, JP Morgan, Motefiore Medical Center, Merial, Pitney Bowes, Uniliver, Down Jones, Gucci, Bureau of National Affairs, Celluar One, Heidrick and Struggles (Sears Tower), CIT, SIAC, Ameritech, Walgreens. Long ago, so I think statute of limitations on client disclosure has expired. I mostly did well on engagements, many solo, some in teams. Not always. I went to Compaq headquarters in Houston to port them from Unix to WinNT. I had trouble installing ARS. Pleas for help (text paging through a call, remember?) from my manager went unanswered (his dog ate his pager, literally, it turns out). I was sent back on the plane middle of the week, but I survived as I was very new (second or third gig). A client got upset for not knowing that macro files could be opened and customized. Mostly I wasn't this inept. ARS 3.x brought some apps. 4.x apps were more mature. I replaced a system in the literally deep, dark room under Wall street where a lot of circuits met (SIAC). I switched the company in 1.5 years, and started making $70,000. Got laid off in 10 months (red hot days of Remedy, but they didn't know how to get business), but quickly went back to work. The applications and the platform matured through the versions. ARWeb gave way to...forgot the name of the 1MB applet that had to be downloaded every time. Active Links became more active and Filters filtered more. Went to hospitals, banks, retailers (GUCCI, Walgreens), Escalations always confused people that if the Run If didn't match it did not fire Else code on each record, but fired it just once. Category/Type/Item were always problematic and everybody had an opinion. I had a gig just fixing the structure. I never understood why Remedy Notifier window was tiny and not resizable. Doug Mueller always said no when asked if he would consider an "undo" button in Remedy Admin. ARSList was always the best friend day and night. It multiplied your brain by a factor of 2000 or 3000. It was not only a tech forum, but a hangout. Reading the posts taught you 10 times what a training or one implementation would teach you. I never went to a RUG. Can't really explain why. No employer ever offered and I didn't try too hard. So I know the old timers mainly through their posts. Claire Sanford is a name I definitely remember. Dan's writings could be/are amusing, especially if he is writing about something he is not amused about. I became RAC certified. Wife was happy to use my mileage for free trips. Setup DSO in three continents. Did Unix scripting, C API programming, Perl scripting. In Detroit I worked a 24 hour day to troubleshoot an issue. Dark days of Peregrine took me to San Diego for Peregrine training. It was a waste, but wife got to come and we made it to Tiuana in Mexico. As Peregrine appeared to be going down, I bought $3000 worth of stock thinking I know the technology, it's good enough to make a come back. They went belly up and I got pennies back. This was a precursor to my sinking $3000 in Lehman Brothers, as it was tanking. (Don't follow the crowd, right?) In Edmonton, Canada, on not so fine December week, I got tired of the cold, so worked a 48 hour shift to I could fly back early in the week. Went out to eat, but yes no sleep, no shower. An add
JOB: Remedy ITSM Expert Needed in Washington DC.
Hi all, There is an opening for a Remedy expert who can help an IT division use the Remedy ITSM 8.x (going to 9.x by year end) suite effectively. Federal client, so US Citizens only, existing secret clearance preferred. Permanent or contract position. No relocation or travel covered. No development, maintenance or deep configuration is involved because the division is a heavy user of Remedy (IM, PM, CM, KM, SLM, CMDB, Analytics), but does not maintain or own it. However, some knowledge/experience of development/configuration is preferred. Experience designing/generating metrics to measure contractually required metrics is highly preferred Solid experience in how techs use the ITSM modules, how SLM is configured, the ITSM data model and reporting through Analytics is a must. Effective verbal and communication skills required to advise mid-level leaders and train users. Please reply to ME DIRECTLY, with a quick blurb on your experience on the topics listed above. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Remedy Knowledge Management Licenses
Thank you Carl, Roger, Joe. So we concur: no license for end users to browse. I don't fully understand the paper license concept. Are you saying yes, license is needed to manage articles, but the mechanics of the license is that you don't add the license like others, but pay based on how many users are given the Knowledge permission? Regards. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Remedy Knowledge Mangement and Kinetic Request: work well together?
Thank you Derick. The pages mention a bundle.. Are RKM and Kinetic Request sold/implemented together in a bundle, or does the customer buy optional RKM adapter that will connect RKM and Kinetic Request? If latter, you are better off calling it something else (RKM Adapter?) rather than just Remedy Knowledge Management. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Remedy Knowledge Management Licenses
Hi listers, Can somebody give me a quick take on how user licenses are handled in RKM (7.6.0.4)? To author/administer articles I am guessing a person needs ARS+KM license, and there are fixed and floating kinds? What if I want to make the articles available to end users, just for browsing? Any license needed? I see a conversation on this topic from early 2013, but it doesn't have all the answers I am looking form. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Remedy Knowledge Mangement and Kinetic Request: work well together?
Hi Listers, How well does RKM 7.6.0.4 integrate with Kinetic Request to allow end users to do self-help? By how well, I mean how well do they look together and work together? If anybody has done this integration, would you mind sharing a screenshot or two (for this part, please use my personal email account). Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
ITSM 7.5: Reporting Off form HPD:Help Desk Assignment Log
Hi listers, I'm trying to make sense of records on this form to get meaningful reports on amount of time incidents remained assigned to groups (and perhaps individuals too). If you have done that, or you understand the fields and the logic behing when and how new records are generated for the same incident on this form, please reply. The goal is to have a tabular report along the line of: Incident ID | Group Name | Date/Time Assigned To Group | | Duration Incident Remained Assigned To Group | New Group, If Reassigned This form appears to capture enough information and I have partial understanding of the fields and multiple records, but not enough to write the query and choose the fields. I am going to examine some records here and correlate them with incident audit logs to get the info, but if somebody has figured this form out, please respond. On the Reporting Console, this report: Incidents - Incident Information - Assignment Log Data - Group Assignment to Incidents captures some of what I'm looking for, but not all, and I don't have the exact query. Any help will be awesome. Regards. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM 7.6: Form that holds staff's Availability Information?
I thought I sent this the day after I posted the question, but it was sitting in my draft folder. The answer is below. Victor, that's the usual place you go to in order to see and set availability manually, but I want to search with a criteria and generate a report. The form name is: CTM:Ppl Search-SupportGrpAssoc Regards. - Original Message - From: Victor Olufowobi vico...@gmail.com To: arslist@ARSLIST.ORG Cc: Sent: Monday, December 19, 2011 1:42 PM Subject: Re: ITSM 7.6: Form that holds staff's Availability Information? On Monday 19 Dec 2011 18:37:47 you wrote: Hi listers, I'm trying to remember name of the form on which I used to run a report to get availability information on support staff. Something along the line of CTM:SupportGroupAssoc. Anyone? Thanks in Advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are If you mean Assignment Availability - you can access the information from CTM:People form. Victor ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
ITSM 7.6: Form that holds staff's Availability Information?
Hi listers, I'm trying to remember name of the form on which I used to run a report to get availability information on support staff. Something along the line of CTM:SupportGroupAssoc. Anyone? Thanks in Advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ITSM 7.5: How to Set Group's Paging Hours Broken across Midnight?
Andrew, that would work, except that I don't know how. Each day has a column of 8 fields to fill in. I can't find any explanation of why more than 2 and how to use them. I will try having two time slots defined in top 4 fields. Thanks. --- On Wed, 4/27/11, Andrew C Goodall ago...@jcpenney.com wrote: From: Andrew C Goodall ago...@jcpenney.com Subject: Re: ITSM 7.5: How to Set Group's Paging Hours Broken across Midnight? To: arslist@ARSLIST.ORG Date: Wednesday, April 27, 2011, 8:23 PM Not familiar with the form, but if it's like business entities in SLM... Can you not have 2 records, one for 17:00 - 23:59 and the other for 00:00 - 09:00 Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com | 972.431.1518 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rabi Tripathi Sent: Wednesday, April 27, 2011 5:25 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.5: How to Set Group's Paging Hours Broken across Midnight? Hi all, Using the Define Business Hours form on IM 7.5 (Group Record, Support Group tab, On-Call tab, Add button, Update button) I can't figure out how to set paging hour blocks that span midnight. For example, I can't say that paging hours are 5 PM to 9 AM M-F, because each day now has two blocks of time. Can't be done? What are those extra fields on this form for each day? This form doesn't allow me to do an offset. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. ___ 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
Decision Tree in ITSM 7.5, how to invoke?
Listers, The Decision Tree link under Advanced Functions on the Incident form is always greyed out for me. The only way I can invoke Decision Tree is when I look up a customer. The list of decision trees pops up. Is that the only way a decision tree can be invoked? I was expecting to be able to click on the Decision Tree link similar to how I can click on Initiator Script and Assignment Script. These two features seem half baked. There is not much documentation. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ITSM 7.5: How to Set Group's Paging Hours Broken across Midnight?
Hi all, Using the Define Business Hours form on IM 7.5 (Group Record, Support Group tab, On-Call tab, Add button, Update button) I can't figure out how to set paging hour blocks that span midnight. For example, I can't say that paging hours are 5 PM to 9 AM M-F, because each day now has two blocks of time. Can't be done? What are those extra fields on this form for each day? This form doesn't allow me to do an offset. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Require Worklog Change
Andy, Most people would write it like you have, but you will find many people on the ARSLIST including me, who prefer something like this: Assigned Group != DB.Assigned Group AND TR.Worklog = $NULL$ Reliance on TR value assumes the update came from a manual save from Windows or Browser client using the built-in Save button/menu choice (as opposed to from a record displayed on a dialog window and an Active Link push field action; or from an API program or Push Field filter action triggered from another record/transaction). True most of the time for most setups, so you might get away with it. But it can cause trouble, so write it the above way, if you want it bullet proof. I do not wish to start a long thread on this topic. It has been talked to death in the past, but I can elaborate it for you, if you wish. Note that I left the TR alone for WorkLog field, because it, I am assuming, is a diary type of field that is treated differently by active links and filters. I think TR prefix should work for this field. --- On Wed, 3/16/11, Mayfield, Andy L. almay...@southernco.com wrote: From: Mayfield, Andy L. almay...@southernco.com Subject: Require Worklog Change To: arslist@ARSLIST.ORG Date: Wednesday, March 16, 2011, 9:30 AM I would like to force a worklog entry on a form anytime the assigned group changes. I wanted to get opinions on the best way to accomplish this. I was thinking you would use a filter with a Run If like: TR.Assigned Group != $NULL$ AND TR.Worklog = $NULL$ But I wasn't sure if this would be the best way. I thought I remember seeing this on the list before, but I didn't have any luck searching for it. Andy L. Mayfield Sr. SCADA Operation Center Technician Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ 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
Re: Active link to check field size
Clever, Misi.
Anne, you are checking length of any text that might be on the field (ie field
value length), and not the database (max) length of the field, right? If yes,
Misi has got the perfect solution for you.
I was trying to do the latter in a weird AL loop I had set up and remember
struggling with it.
--- On Tue, 3/15/11, Misi Mladoniczky m...@rrr.se wrote:
From: Misi Mladoniczky m...@rrr.se
Subject: Re: Active link to check field size
To: arslist@ARSLIST.ORG
Date: Tuesday, March 15, 2011, 3:04 AM
Hi,
There is another way, and that is to use the
like-operator:
('Field' LIKE __%)
Ten underscores means that you will match everything that
is 10 characters
or over.
I guess you can fit 500 underscores in there ase well.
NOT ('Field' LIKE __%) will match 9 characters or
lower.
If you do searches like this to the database, it may behave
differently,
but if you do it in a FLTR/ACTL run-if-statement, it will
not be affected
by the database.
Best Regards - Misi, RRR AB, http://www.rrr.se
Products from RRR Scandinavia (Best R.O.I. Award at
WWRUG10):
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Find these products, and many free tools and utilities, at
http://rrr.se.
Unfortunately that’s how it is designed.. Those
functions are not
available at the Run If level. Functions whose result
is not a void but a
value are used in set field / push field kind of
operations..
Only KEYWORDS can be used in Run If qualifications
directly to be
evaluated in an expression..
Cheers
Joe
From: Ramey, Anne
Sent: Monday, March 14, 2011 10:55 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Active link to check field size
Bummer. I was hoping it didn’t have to be a 2
step process. Thanks
Anne Ramey
***
E-mail correspondence to and from this address may be
subject to the North
Carolina Public Records Law and may be disclosed to
third parties only by
an authorized State Official.
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG]
On Behalf Of Joe Martin D'Souza
Sent: Monday, March 14, 2011 10:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Active link to check field size
**
Anne,
You are close but not quite that close...You can’t
use it that way in a
qualification..
Those functions are set field functions that can be
used only in set or
push fields actions..
So create a temp integer field to hold the value of
LENGTH(‘Field’) and
then use that temp field in the qualification in an
active link that runs
in an order after the first active link..
Hope this helps..
Cheers
Joe
From: Ramey, Anne
Sent: Monday, March 14, 2011 10:18 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Active link to check field size
**
I must be being dense, but I’m trying to write an
active link that only
fires if a field is more than a certain length.
Can’t figure out how to
do that. Know how to trim it and set the length,
but not check it in the
qualification. I tried this
LENGTH(‘Field’) 500
But it didn’t like that.
Anne Ramey
***
E-mail correspondence to and from this address may be
subject to the North
Carolina Public Records Law and may be disclosed to
third parties only by
an authorized State Official.
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IM 7.0/1: join between Incident form and HPD:WorkLog, HPD:Help Desk Assignment Log?
Hi listers, is there an out of the box join between HPD:HelpDesk and HPD:WorkLog; and between HPD:HelpDesk and HPD:Help Desk Assignment Log forms? ITSM architecture document doesn't mention any such join. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: IM 7.0/1: join between Incident form and HPD:WorkLog, HPD:Help Desk Assignment Log?
Ben, I suspected so. I can not create join forms. :( I don't have access. Why you may ask? You don't happen to suppose I deserve complete access/tools/information necessary to do my job well, to be fully productive, do you? :) You're very nice. Though I don't have direct access, some folks have been helpful in the past, so I will tap into their goodwill. Thanks for the response. --- On Thu, 2/3/11, Ben Chernys ben.cher...@softwaretoolhouse.com wrote: From: Ben Chernys ben.cher...@softwaretoolhouse.com Subject: Re: IM 7.0/1: join between Incident form and HPD:WorkLog, HPD:Help Desk Assignment Log? To: arslist@ARSLIST.ORG Date: Thursday, February 3, 2011, 1:14 PM Not OOTB. But that's not saying you couldn't create one. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329 GMT + 1 + [ DST ] Email: Ben.Chernys _AT_ softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rabi Tripathi Sent: February-03-11 18:29 To: arslist@ARSLIST.ORG Subject: IM 7.0/1: join between Incident form and HPD:WorkLog, HPD:Help Desk Assignment Log? Hi listers, is there an out of the box join between HPD:HelpDesk and HPD:WorkLog; and between HPD:HelpDesk and HPD:Help Desk Assignment Log forms? ITSM architecture document doesn't mention any such join. Thanks. ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: need help with arwklga.exe
Viki, The tool is named AR Log Analyzer, so you can google it. The answer to your question is in the help info included with the tool. If you don't have it handy, here is a link to it: http://communities.bmc.com/communities/docs/DOC-2973 If you're not in BMC Communities, it's worth signing up. --- On Tue, 2/1/11, Viki_kulkarni vk0073...@techmahindra.com wrote: From: Viki_kulkarni vk0073...@techmahindra.com Subject: need help with arwklga.exe To: arslist@ARSLIST.ORG Date: Tuesday, February 1, 2011, 4:07 AM hi, Can any body help me with how to use arwklga.exe for log analysis... I know I should have run a search my self but in a bit of mess here... Thanks, Viki -- View this message in context: http://old.nabble.com/need-help-with-arwklga.exe-tp30814551p30814551.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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
Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?
Thanks Kimberly. That rings a bell. Now I have to get my hands on a live system and poke around. --- On Mon, 1/31/11, kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com wrote: From: kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com Subject: Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes? To: arslist@ARSLIST.ORG Date: Monday, January 31, 2011, 6:08 PM Oh Boy, yes there is. Open an INC. Navigate to Advanced FunctionsAdvanced SearchSearch Incidents by Assignment Logs There is a slew of information. OOB some tabs may be hidden so make sure you are an admin looking in. Best way to get to know it, create some test tickets and kick the tires. HTH Kimberly Santana On 1/31/2011 5:57 PM, Rabi Tripathi wrote: Hi folks, I am trying to find out if it's possible to build reports on the Incident form records to measure response time and resolution time of tickets PER assigned groups and persons on each ticket. I say PER to emphasize the fact that I need to account for the fact that a ticket may pass through several individuals/groups, in which case each group/person will have a separate duration the ticket sat on its queue. Basically, I need data that captures timestamps of Status and Assignee field changes. Out of the box, is there enough data captured in the 7.0.x application to be able to generate this kind of report? Just the fields on the Incident form will not suffice, as a ticket may, in theory, pass through unlimited number of groups/persons. I thought previous assigned group/individual were captured in hidden fields, but I may be thinking of previous verisons of the app. If these exist, I will at least have history going back to one assignee, (but not time info). Does the HPD:HelpDesk_AuditLogSystem form help? At the moment, I don't have an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the way fields are laid out on this form. TIA. ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?
This form has some of the information I am looking for: HPD:Help Desk Assignment Log Each time assignment on an Incident changes, this form gets a record. This is good. I am still looking for status change data, because although its nice to report on how long ticket sat on a group/person's queue, it's nicer to be able to say how long each person/group took to respond to it, how long to dispose of it (resolve or reassign), and also how long it sat on certain pending status values (so that these durations can be subtracted). Form HPD:HelpDesk_AuditLogSystem has audit info on many fields, but data is not in a reportable form. I wish I could have my own code/forms to capture the data I need for metrics, but I can't. So, I will keep looking. --- On Mon, 1/31/11, kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com wrote: From: kimberly.sant...@oracle.com santana kimberly.sant...@oracle.com Subject: Re: Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes? To: arslist@ARSLIST.ORG Date: Monday, January 31, 2011, 6:08 PM Oh Boy, yes there is. Open an INC. Navigate to Advanced FunctionsAdvanced SearchSearch Incidents by Assignment Logs There is a slew of information. OOB some tabs may be hidden so make sure you are an admin looking in. Best way to get to know it, create some test tickets and kick the tires. HTH Kimberly Santana On 1/31/2011 5:57 PM, Rabi Tripathi wrote: Hi folks, I am trying to find out if it's possible to build reports on the Incident form records to measure response time and resolution time of tickets PER assigned groups and persons on each ticket. I say PER to emphasize the fact that I need to account for the fact that a ticket may pass through several individuals/groups, in which case each group/person will have a separate duration the ticket sat on its queue. Basically, I need data that captures timestamps of Status and Assignee field changes. Out of the box, is there enough data captured in the 7.0.x application to be able to generate this kind of report? Just the fields on the Incident form will not suffice, as a ticket may, in theory, pass through unlimited number of groups/persons. I thought previous assigned group/individual were captured in hidden fields, but I may be thinking of previous verisons of the app. If these exist, I will at least have history going back to one assignee, (but not time info). Does the HPD:HelpDesk_AuditLogSystem form help? At the moment, I don't have an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the way fields are laid out on this form. TIA. ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Incident 7.0.x form, Out of the Box. Report based on Status/Assignment changes?
Hi folks, I am trying to find out if it's possible to build reports on the Incident form records to measure response time and resolution time of tickets PER assigned groups and persons on each ticket. I say PER to emphasize the fact that I need to account for the fact that a ticket may pass through several individuals/groups, in which case each group/person will have a separate duration the ticket sat on its queue. Basically, I need data that captures timestamps of Status and Assignee field changes. Out of the box, is there enough data captured in the 7.0.x application to be able to generate this kind of report? Just the fields on the Incident form will not suffice, as a ticket may, in theory, pass through unlimited number of groups/persons. I thought previous assigned group/individual were captured in hidden fields, but I may be thinking of previous verisons of the app. If these exist, I will at least have history going back to one assignee, (but not time info). Does the HPD:HelpDesk_AuditLogSystem form help? At the moment, I don't have an ITSM 7.0.x system (or any ARS system) to look around, so I can't check the way fields are laid out on this form. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
myeService or any other Chat capable product integration with Remedy: Impressions?
Hi listers, Has anybody used this product (http://www.myeservice.com), or has any opinion about it? Features, ease of integration, reliability? My main focus right now is on the chat feature, although I see that chat is only one feature of this product. If you have any opinion/experience about integration between ANY chat tool and Remedy, please respond. I am interested in details of the chat tool, its integration mechanism (technical/functional) with Remedy, and also it is positioned/used in your environment. Please write about any of the previous points, you don't have to hit them all. :) Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE
Thank you all. Found the setting to make Service optional. And the ar.conf fix is working. --- On Thu, 10/21/10, strauss stra...@unt.edu wrote: From: strauss stra...@unt.edu Subject: Re: ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE To: arslist@ARSLIST.ORG Date: Thursday, October 21, 2010, 4:07 PM That is the fix that support gave me when I reported the following problem with a sample data 7.5/7.6 - 7.6.03 system: Attempting to change an email address in a sample data CTM:People record (Allen Allbrook) fails with the error: ARERR [8753] Error in plugin : BMC.FILTERAPI.NORM.ENGINE All of the Atrium 7.6.x installs are setting this flag incorrectly in the ar.cfg. Support says that it also causes serious performance problems. There is a configuration for Incident that will make selecting a Service optional - I had to set it on my sample data systems to allow testing. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Thursday, October 21, 2010 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE Doug, the same here, any CI. By updating this line on ar.conf to say F instead of T: CMDB-Inline-Normalization: F I got past the error. However, not sure if all is well and I haven't had time to find out yet implications of having a F. Another annoyance, can't create an incident...requires a Service to be chosen. I added a business service CI, but can't get it to show up on the menu for Service. Wonder if setting the value to F has anything to do with this. Should read up on this parameter. I wish the stack already had a service CI preconfigured during the install. Or the Service CI configuration should have been pre-stacked in the installer. Or pre-installed on the stack of configuration. I don't know, just can't seem to get it right. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 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
use mod_proxy_ajp connector to tomcat (6) instead of mod_jk?
Can anybody provide any tips...list of steps for doing this? I installed ARS Midtier using the ARS 7.6.03 suite installer on a RHEL 5 64-bit VM. After mid-tier install, the config.jsp URL (or any other) wasn't working. I installed both ARS Midtier as non root. ARS runs fine, can access using Rem User. During midtier install, I specified directory to existing apache setup (v 2.2.3), and asked for tomcat to be installed. I made sure that the user had write permissions on httpd.conf and related directories for existing apache setup, and I followed the usual instruction, did post-install taks for ARS install etc (didn't see any for midtier as non-root). After the mid-tier install, apache's httpd.conf was left untouched. Mid-tier URLs through apache, of course, didn't work. I can get to the default page for apache. I can also get to the new tomcat on my browser directly at its port number (not through apache). I get the apache is running text. It doesn't seem to know about midtier. I tried doing mod_proxy_ajp configuration on httpd.conf file and tomcat's xml files, and have it recognize/serve midtier, but no success so far. I don't hve mod_jk and would like to avoid it based on local admin's preference. My main issue seems to be having tomcat be aware of midtier/midtier's jars. With proper configuration, I am thinking I should be able to access mid-tier directly on tomcat's port...without having to worry about mod_proxy_ajp connector (which really instructs apache, as i understand). Then I plan to have it work with apache, through the port reroute by apache. If this two step plan doesn't make sense, somebody please correct me. Support site has info on mod_jk connector setup, but not mod_proxy_ajp. Way more complications than I want to deal with at the moment. I don't want to go off and start down the path of becoming a tomcat/apache configuration specialist. Can't it all work nicely with a few simple steps that somebody must have written down at some point? I wish. Any tips on steps for mod_proxy_ajp configuration for midtier 7.6.03?? TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE
Doug, the same here, any CI. By updating this line on ar.conf to say F instead of T: CMDB-Inline-Normalization: F I got past the error. However, not sure if all is well and I haven't had time to find out yet implications of having a F. Another annoyance, can't create an incident...requires a Service to be chosen. I added a business service CI, but can't get it to show up on the menu for Service. Wonder if setting the value to F has anything to do with this. Should read up on this parameter. I wish the stack already had a service CI preconfigured during the install. Or the Service CI configuration should have been pre-stacked in the installer. Or pre-installed on the stack of configuration. I don't know, just can't seem to get it right. On Thu, Oct 21, 2010 at 1:29 PM, Doug Blair d...@blairing.com wrote: Rabi, We're seeing similar errors adding any CI, not just people. BMC has suggested checking for default information in plugin_server.xml, rather than having the correct port number fir your install. Please post what you learn, this one I'd driving me nuts! Doug -- Doug Blair Sent from my iPhone4, typographic errors likely ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE
I'm getting this on adding a person through Application Administration Console (Step 4) in ITSM 7.6.3 - ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : remedynew (9555) : RPC: Miscellaneous tli error - System error (Connection refused) - User form does get a record, but stuff like group memberships are missing. This installation was built with the preconfigured stack installer for ITSM 7.6.3. Win 2008/MS SQL 2008. OS is 64-bit. I am not liking the preconfiguration of this stacking very much. Or I should say stacking of this preconfiguration. I don't know. I read KB20012085 that talks about this exact symptom caused by wrong java paths in armonitor.conf, after upgrade from 7.5 to 7.5 patch 1. It probably doesn't apply to 7.6 stack installer, but my armonitor.conf had 2 lines pointing to 32-bit JRE, such as this: C:\Program Files (x86)\Java\jre6\bin\java -Xmx512m -classpath ... I know Java plugin is said to require 32-bit JRE, so this is probably ok, but running out of optionsI followed the KB and changed the lines to say: C:\Program Files\BMC Software\AtriumCore\BMCAtriumCoreInstallJVM\bin\java ... On restart, the same issue. Can't find anything useful in plugin log, or arerror log. ar.conf has: Server-Plugin-Alias: BMC.FILTERAPI.NORM.ENGINE BMC.FILTERAPI.NORM.ENGINE remedynew:9555 I opened TCP port 9555 inbound/outbound on the server firewall. I am trying the operation in Rem User on the server. telnet localhost 9555 appears to show that something's listening on that port. netstat shows it's java.exe, so presumably that's the right entity. The offending filter and associated log is below: CMDB:Instance:InvokeCMDBEngine01 (100) FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -- Passed -- perform actions FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo 0: Set Fields FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFGS ARIWfGetSchema -- schema BMC.CORE:BMC_Person FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFGS OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFGLSF ARIWfGetListField -- schema BMC.CORE:BMC_Person FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFGLSF OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFSCE ARIWfSetCurrEntry FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFSCE ARIWfSetCurrEntry FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFSCE ARIWfSetCurrEntry FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFSCE ARIWfSetCurrEntry FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFSCE ARIWfSetCurrEntry FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFSCE ARIWfSetCurrEntry FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo
Re: ARERR [8760] Cannot establish a network connection to the AR System Plug-In server : BMC.FILTERAPI.NORM.ENGINE
...remaining filter log lines... FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFSCE OK FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo +WFFAPI ARIWfFilterAPI -- Service name BMC.FILTERAPI.NORM.ENGINE FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo -WFFAPI FAIL FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Application-Invoke-External-Filter bmc.cmdb.cmdbEngine PHASE=1 CLIENTTYPE=3 FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Exit code: 1 Value: FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Cannot establish a network connection to the AR System Plug-In server FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo BMC.FILTERAPI.NORM.ENGINE FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Error while performing filter action: Error 8760 FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Filter CMDB:Instance:InvokeCMDBEngine01: No enabled error handler FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo /* Thu Oct 21 2010 00:08:46.5650 */ End of filter processing (phase 1) -- Operation - CREATE on BMC.CORE:BMC_Person - NULL FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo 0: Push Fields - CTM:PPL:Create_BMC_Person_Sandbox_NoEmail_925 (ARERR 8760) FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Error while performing filter action: Error 8760 FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo Filter CTM:PPL:Create_BMC_Person_Sandbox_NoEmail_925: No enabled error handler FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo /* Thu Oct 21 2010 00:08:46.5680 */ End of filter processing (phase 2) -- Operation - CREATE on CTM:People - PPL0020 FLTR TID: 004876 RPC ID: 008508 Queue: Fast Client-RPC: 390620USER: Demo /* Thu Oct 21 2010 00:08:46.5900 */Canceled filter processing due to error ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How to recreate missing view of a form? ARs 6.3, Oracle 10g. RESOLVED
It turns out the database user aradmin had somehow lost the crete view privilege during migration from Oracle 9i to 10g. All is fine after our DBA added the privilege to aradmin. The breakthrough came when I turned on the SQL logging again and saved the form after changing name of an unused field. The log finally showed this:CREATE VIEW HPD_HelpDesk (Case_ID_,Submitted_By,...) AS SELECTT166.C1,C2,...17:28:00.9800 */*** ERROR *** ORA-01031: insufficient privileges Not sure why I couldn't locate similar error earlier. I plead temporary blindness. Thanks Jason, Joe for your responses. --- On Sun, 10/17/10, Jason Miller jason.mil...@gmail.com wrote: From: Jason Miller jason.mil...@gmail.com Subject: Re: How to recreate missing view of a form? ARs 6.3, Oracle 10g To: arslist@ARSLIST.ORG Date: Sunday, October 17, 2010, 5:31 PM ** Usually when I have seen an error about not being able to create a db view it was because there is a field with the name of a database keyword. I have seen this happen many times when somebody adds a field called 'function'. Jason On Oct 15, 2010 2:13 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi all, for unknown reason the usual HPD_HELPDESK view for my HPD:Helpdesk form is missing. I tried resaving the form, adding a data field and saving etc to recreate the view, but no luck. On adding a field and saving, get the usual error about sql view not being in place: Field : Modified Time: Creation of one of the SQL views for the form failed within the SQL database. Operation completed successfully, but the SQL view is not in place. (ARERR 69). Any ideas on recreating the view? I have some scripts reading directly from this view, so it's a problem not to have this view. I though I could go to another server and do this select text from all_views where view_name = 'HPD_HELPDESK'; and use the resulting text to manually recreate this oracle view on this server, but no luck so far. The text column is so long I am trouble having all the text show up on sqlplus, no matter how I play with the display settings. I though SQL log would show me the statement using which ARS is trying to create the view, but can't locate it. What changed recently? Hmm a lot. Migrated from oracle 9i to 10g. Not sure if the issue began right after that or later. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Oracle 11g Instant Client...anybody got it to work?
Mark, Thanks for the info. I got past the hurdle by installing the full 11g client. But I'm still curiuous about the instant client. I don't want to have to do anything with Oracle 10g. I have a 11g server. Are you saying that with ARS 7.6.03, even if oracle SERVER is 11g, the client still needs to be 10g (as was the case with 7.5)...and that with 11g full client, it works only because it transparently links to 10g libraries, but the 11g instant client doesn't? The docs need to be updated to help folks. 7.6.03 compatibility matrix says 11g server and 11g client (64bit)are fine. It's not clear if this is true for full client only or covers instant client as well. For ARS 7.5, there was (is) a KB saying that instant client (must be 10g, which is also true for full client) will work, only if its 32-bit. And there are extra steps. No such KB for ARs 7.6.03 regarding instant client. with 7.6.0.3, if Oracle server is 11g, what's the deal with instant client? Which version, how many bits? I opened a ticket with support, but didn't get useful info. They seem to read the KB and say follow the steps for old KB, for ARS 7.5. When asked, if 11G instant client/64 bit is ok with ARS 7.6.03, they quoted the the 7.6.03 compatibility matrix, and said yes. They are mixing things up. The 7.6.03 matrix doesn't make it clear that the info applies to instant client. My experience makes me think not. My best bet is that, if you're going to use instant client with 7.6.03, it needs to be 10g instant client (server can be 11g). Not sure 32 or 64 bit version of the instant client. I am done experimenting, going with the full client. --- On Fri, 10/15/10, Walters, Mark mark_walt...@bmc.com wrote: From: Walters, Mark mark_walt...@bmc.com Subject: Re: Oracle 11g Instant Client...anybody got it to work? To: arslist@ARSLIST.ORG Date: Friday, October 15, 2010, 10:46 AM The Oracle 11g client is compatible with 10g and the full version of the client ships with soft links for the libclntsh.so.10.1 file pointing to libclntsh.so.11.1 which allows the server to run. The 11g Instant Client doesn't have these links but you can create them manually and then you should be OK to use that client. Here's what I have in my 11g instant client installation that I use to run 7.6.03 on Solaris. bash-3.00$ ls -l total 145465 -rw-rw-r-- 1 remedy remedy 415 Nov 3 2009 BASIC_README -rwxrwxr-x 1 remedy remedy 25680 Nov 3 2009 adrci -rwxrwxr-x 1 remedy remedy 35488 Nov 3 2009 genezi lrwxrwxrwx 1 remedy remedy 17 Oct 15 15:31 libclntsh.so.10.1 - libclntsh.so.11.1 -rwxrwxr-x 1 remedy remedy 45403016 Nov 3 2009 libclntsh.so.11.1 lrwxrwxrwx 1 remedy remedy 11 Oct 15 15:32 libnnz10.so - libnnz11.so -r-xr-xr-x 1 remedy remedy 7751832 Nov 3 2009 libnnz11.so -rwxrwxr-x 1 remedy remedy 1477416 Nov 3 2009 libocci.so.11.1 -rwxrwxr-x 1 remedy remedy 89381056 Nov 3 2009 libociei.so -r-xr-xr-x 1 remedy remedy 110576 Nov 3 2009 libocijdbc11.so -r--r--r-- 1 remedy remedy 1996228 Nov 3 2009 ojdbc5.jar -r--r--r-- 1 remedy remedy 2111220 Nov 3 2009 ojdbc6.jar -rw-rw-r-- 1 remedy remedy 37807 Nov 3 2009 xstreams.jar Note that for all Unix versions of 7.6.03 you need the 64-bit client files. The Windows server is available as both 32 and 64-bit versions and you'll need to use the appropriate client for the one you're running. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W Sent: 15 October 2010 14:46 To: arslist@ARSLIST.ORG Subject: Re: Oracle 11g Instant Client...anybody got it to work? According to the Compatibility Matrix 7.6.03 requires the Oracle 11g (64 bit) client. When you installed the client did you install the Linux x86 or the Linux X86-64 client? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Walters, Mark Sent: Friday, October 15, 2010 2:44 AM To: arslist@ARSLIST.ORG Subject: Re: Oracle 11g Instant Client...anybody got it to work? ARS 7.6.03 requires the Oracle 10g client. If you do an ldd arserverd you can see the files required - libclntsh.so.10.1. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: 14 October 2010 19:38 To: arslist@ARSLIST.ORG Subject: Oracle 11g Instant Client...anybody got it to work? I'm trying ARS 7.6.0.3 install on RHEL 5 with Oracle 11gR2 client. I followed the steps on KBM-K00025578 (sort of), but no luck. After specifying DB HOME, The suite installer says AR System does not support the version of the database client What's the trick? ___ UNSUBSCRIBE or access ARSlist Archives
Re: Oracle 11g Instant Client...anybody got it to work?
Frederick, I got the 64 bit one. As I wrote in another post, the info on
compatibility matrix for 7.6.03 appears to apply to full client only.
If you're using instant client, I suspect that the caveats mentioned in the
KBM-K00025578 for ARs 7.5 still apply. The comp matrix should not be so
open to interpretation, the KB needs to be updated.
If you go to oracle's site to download the client, the instant client is
prominently offered, so it's really careless of BMC to say just client in the
matrix, and not to update the KB to say it applies to 7.6.03, if it really does.
BTW, here's an update I sent yesterday, that didn't make it to the list:
Ok. install log appears to shows it's looking for 10g libraries, not 11g.
LOG EVENT {Description=[SET PROPERTY
VALIDATION_WARNING_RESULT],Detail=[product.arsuitekit.platforms.arsystemservers.ARSystemServersInstallerMessages:BMC_AR_SUITE_KIT_DB_CLIENT_VERSION_FETCHING_ERROR[String:oraload,String:/spare/remedy/tmp/Utilities/rik/./oraload:
error while loading shared libraries: libclntsh.so.10.1:
Why?? All my environment variables point to 11g. I can connect ok manually
using 11g.
--- On Fri, 10/15/10, Grooms, Frederick W frederick.w.gro...@xo.com wrote:
From: Grooms, Frederick W frederick.w.gro...@xo.com
Subject: Re: Oracle 11g Instant Client...anybody got it to work?
To: arslist@ARSLIST.ORG
Date: Friday, October 15, 2010, 9:46 AM
According to the Compatibility Matrix
7.6.03 requires the Oracle 11g (64 bit) client. When
you installed the client did you install the Linux x86 or
the Linux X86-64 client?
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]
On Behalf Of Walters, Mark
Sent: Friday, October 15, 2010 2:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle 11g Instant Client...anybody got it to
work?
ARS 7.6.03 requires the Oracle 10g
client. If you do an ldd arserverd you can
see the files required - libclntsh.so.10.1.
Mark
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]
On Behalf Of Rabi Tripathi
Sent: 14 October 2010 19:38
To: arslist@ARSLIST.ORG
Subject: Oracle 11g Instant Client...anybody got it to
work?
I'm trying ARS 7.6.0.3 install on RHEL 5 with Oracle 11gR2
client. I followed the steps on KBM-K00025578 (sort of),
but no luck. After specifying DB HOME, The suite installer
says AR System does not support the version of the database
client
What's the trick?
___
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Are
___
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Re: Oracle 11g Instant Client...anybody got it to work?
Vincent, the post-install task you talk about, is that for instant client, or full client? The instant client here was installed as a package (rpm) by system folks, so no idea. It was however working ok, when I tried manual connections. The full client, I installed myself, as non-root and had to do a few postinstall tasks as root. What kinds of steps are we talking? Creating sym links for libraries? --- On Fri, 10/15/10, Vincent Riedweg vincent.ried...@artesys.eu wrote: From: Vincent Riedweg vincent.ried...@artesys.eu Subject: Re: Oracle 11g Instant Client...anybody got it to work? To: arslist@ARSLIST.ORG Date: Friday, October 15, 2010, 3:58 AM ** Hi, I have done two successful installations of ARS 7.6.03 on RHEL 5.4 (x86_64) using the Oracle 11gR2 (x86_64) (11.2.0.2.0 and 11.2.0.1.0). I have used the full client, not the instant client, but it should work... At the end of the installation of the Oracle client, did you generate the client libraries according to the recommended post installation tasks? Cordialement, -Message d'origine- De : Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] De la part de Walters, Mark Envoyé : vendredi 15 octobre 2010 09:44 À : arslist@ARSLIST.ORG Objet : Re: Oracle 11g Instant Client...anybody got it to work? ARS 7.6.03 requires the Oracle 10g client. If you do an ldd arserverd you can see the files required - libclntsh.so.10.1. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: 14 October 2010 19:38 To: arslist@ARSLIST.ORG Subject: Oracle 11g Instant Client...anybody got it to work? I'm trying ARS 7.6.0.3 install on RHEL 5 with Oracle 11gR2 client. I followed the steps on KBM-K00025578 (sort of), but no luck. After specifying DB HOME, The suite installer says AR System does not support the version of the database client What's the trick? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
How to recreate missing view of a form? ARs 6.3, Oracle 10g
Hi all, for unknown reason the usual HPD_HELPDESK view for my HPD:Helpdesk form is missing. I tried resaving the form, adding a data field and saving etc to recreate the view, but no luck. On adding a field and saving, get the usual error about sql view not being in place: Field : Modified Time: Creation of one of the SQL views for the form failed within the SQL database. Operation completed successfully, but the SQL view is not in place. (ARERR 69). Any ideas on recreating the view? I have some scripts reading directly from this view, so it's a problem not to have this view. I though I could go to another server and do this select text from all_views where view_name = 'HPD_HELPDESK'; and use the resulting text to manually recreate this oracle view on this server, but no luck so far. The text column is so long I am trouble having all the text show up on sqlplus, no matter how I play with the display settings. I though SQL log would show me the statement using which ARS is trying to create the view, but can't locate it. What changed recently? Hmm a lot. Migrated from oracle 9i to 10g. Not sure if the issue began right after that or later. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6.03 Preconfigured Stack Installer. Where are they hiding it?
Thanks for the clarification David. --- On Sun, 10/10/10, Easter, David david_eas...@bmc.com wrote: From: Easter, David david_eas...@bmc.com Subject: Re: ITSM 7.6.03 Preconfigured Stack Installer. Where are they hiding it? To: arslist@ARSLIST.ORG Date: Sunday, October 10, 2010, 10:55 PM The ITSM Suite Preconfigured Stack Installer is available under EPD within the ITSM Suite. In other words, it is only available for those customers who purchased the ITSM Suite Solution Pack. Under the ITSM Suite, you'll find the SSI in its own folder. Note that the Suite Stack Installer (SSI) is only available for Windows and Solaris - so if you look for it under a different operating system, you also will not see it. The SSI is not available to customers who are still on the legacy sales model (e.g. those who purchased individual applications a la carte). -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Friday, October 08, 2010 1:42 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.03 Preconfigured Stack Installer. Where are they hiding it? So, I go to the the support site looking for this said stack installer. I can't find my way to the this new marvel. So EPD (electronic product dowonload) is new and improved. Nice, but what is this installer named? What tab is it on? Wait, only what I own is listed, not other software. Wait, I can request a trial. Hmm no I don't get the software after requesting a trial, but only a promise somebody will contact me. Not in 3 days. Forget EPD. Go back to the Downloads and Patches link. Too many ways to get to software downloads. EPD, or is Remedy still a heritage, or not a heritage? Who knows? Should I look under patch, or no patch? 03 would be the patch number, no? Search under Remedy Heritage patch, and there is no such version as 7.6.03 and no patch 3 for 7.6...for IM/PM/CM and no product is either stacked or preconfigured there. Bummer. It looks like the heritage has been shed and modernity is upon us. So that's settled. May be. Wait, there's A-Z Supported Product List. This looks promising. They couldn't have missed the ITSM 7.6.03 preconfigured stack installer here. It starts with an alphabet, after all. They haven't stacked or preconfigured anything here either! It lists Remedy IT Service Management Suite (Version 7.6.03), which has a doc that says Installation Notes for BMC Remedy ITSM Suite Preconfigured Stack 7.6.03.. Eeehaa, finally. Wait, this doc tells me to go back to the new and improved EPD! I swear it's not there in EPD. EPD seems designed to bar me from getting anything I don't already own. We only own some of the set of apps that are included in the said ITSM 7.6.03 preconfigured stack installer. So I shouldn't have been given the hope? Or may be the clever joke behind the new EPD was to challenge people's IQ which I am wondering if I have in low supply. Only today, I think. ?? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Oracle 11g Instant Client...anybody got it to work?
I'm trying ARS 7.6.0.3 install on RHEL 5 with Oracle 11gR2 client. I followed the steps on KBKM-00025578 (sort of), but no luck. After specifying DB HOME, The suite installer says AR System does not support the version of the database client What's the trick? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ITSM 7.6.03 Preconfigured Stack Installer. Where are they hiding it?
So, I go to the the support site looking for this said stack installer. I can't find my way to the this new marvel. So EPD (electronic product dowonload) is new and improved. Nice, but what is this installer named? What tab is it on? Wait, only what I own is listed, not other software. Wait, I can request a trial. Hmm no I don't get the software after requesting a trial, but only a promise somebody will contact me. Not in 3 days. Forget EPD. Go back to the Downloads and Patches link. Too many ways to get to software downloads. EPD, or is Remedy still a heritage, or not a heritage? Who knows? Should I look under patch, or no patch? 03 would be the patch number, no? Search under Remedy Heritage patch, and there is no such version as 7.6.03 and no patch 3 for 7.6...for IM/PM/CM and no product is either stacked or preconfigured there. Bummer. It looks like the heritage has been shed and modernity is upon us. So that's settled. May be. Wait, there's A-Z Supported Product List. This looks promising. They couldn't have missed the ITSM 7.6.03 preconfigured stack installer here. It starts with an alphabet, after all. They haven't stacked or preconfigured anything here either! It lists Remedy IT Service Management Suite (Version 7.6.03), which has a doc that says Installation Notes for BMC Remedy ITSM Suite Preconfigured Stack 7.6.03.. Eeehaa, finally. Wait, this doc tells me to go back to the new and improved EPD! I swear it's not there in EPD. EPD seems designed to bar me from getting anything I don't already own. We only own some of the set of apps that are included in the said ITSM 7.6.03 preconfigured stack installer. So I shouldn't have been given the hope? Or may be the clever joke behind the new EPD was to challenge people's IQ which I am wondering if I have in low supply. Only today, I think. ?? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.5 or 7.6, need an instance for a demo...tomorrow
--- On Thanks a lot! It came handy...to supplement my talking points. --- On Thu, 9/23/10, strauss stra...@unt.edu wrote: From: strauss stra...@unt.edu Subject: Re: ITSM 7.5 or 7.6, need an instance for a demo...tomorrow To: arslist@ARSLIST.ORG Date: Thursday, September 23, 2010, 5:56 PM I do have a sample data 7.6.03 system on a VM you could use... nothing you could hurt there. All of my 7.6.00 systems have been upgraded to 7.6.03 or are off-limits pre-production. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Thursday, September 23, 2010 3:58 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.5 or 7.6, need an instance for a demo...tomorrow Hi all, this is a long shot, but I am trying any way. Anybody with ITSM 7.5 or 7.6 instance willing to let me use it tomorrow for a demo? I am doing an internal demo. 4 VM disks with ITSM that somebody was nice to send me turned out to be unusable. All I need to do is setup a few people and CIs ahead of time and then create a few IM/PM/CM records during the demo. It would be nice if I could access it some time today to setup my storyline. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ITSM 7.5 or 7.6, need an instance for a demo...tomorrow
Hi all, this is a long shot, but I am trying any way. Anybody with ITSM 7.5 or 7.6 instance willing to let me use it tomorrow for a demo? I am doing an internal demo. 4 VM disks with ITSM that somebody was nice to send me turned out to be unusable. All I need to do is setup a few people and CIs ahead of time and then create a few IM/PM/CM records during the demo. It would be nice if I could access it some time today to setup my storyline. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: BMC Analytics vs Dashboard...the difference?
Thanks David and Shawn. Enough info for me and no I didn't hear too much chatter. :) --- On Fri, 8/6/10, Easter, David david_eas...@bmc.com wrote: From: Easter, David david_eas...@bmc.com Subject: Re: BMC Analytics vs Dashboard...the difference? To: arslist@ARSLIST.ORG Date: Friday, August 6, 2010, 2:47 PM In a nutshell (to keep it as minimally chatty as possible): ITSM reports: Intended for front line managers and (perhaps) directors. Limited ad-hoc reporting capabilities. Output only occasionally viewed by higher level decision makers. Analytics: Powerful and mature tool for slicing and dicing information. Intended for use Business Analysts or other decision support personnel. Output could be viewed both up and down the stack of decision makers. Dashboards: High level rollup of information intended for CxO level decision makers. Output only occasionally viewed by lower level decision makers. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Friday, August 06, 2010 11:12 AM To: arslist@ARSLIST.ORG Subject: BMC Analytics vs Dashboard...the difference? From the blurbs reproduced below, I can't tell the difference. It must be geared towards people with higher pay and higher intelligence. What's the difference in purpose, content, technology? Dashbaords mentions process, Analytics seems to focus on ITSM. Can't tell what it amounts to. Anybody? In case you're thinking this is too easyhow's any of this any different from the OOB reports ITSM comes with? I know this might be a question for sales folks...but they are s chatty. Thanks. ps: I did read the pdf brochures, only to end up more disoriented as to what is what and why these two beasts. = BMC Analytics for BSM Out-of-the-box reporting and analysis for technical and non-technical users Puts critical business intelligence at your fingertips for more informed and accurate decisions. * Best practice reports for BMC Remedy IT Service Management, BMC Atrium CMDB, BMC ProactiveNet Performance Management, and more BMC solutions * Create ad hoc reports in seconds through interactive point-and-click analysis; no programming required * Easily share Web-based reports with IT and business stakeholders * Runs on industry-leading BusinessObjects technology == BMC Dashboards for BSM Link critical IT processes into a dashboard view of aggregated performance indicators enabling timely, fact-based decisions This product: * Includes best-practice metrics and key performance indicators aligned to business services * Leverages a highly intuitive, graphical interface with aggregated metrics across IT support and operations processes * Provides “just enough” drill-down, as well as trending capabilities across business services * Supports fully customizable, personalized, and role-based views With BMC Dashboards for BSM, you have access to the right data at the right time to optimize decisions and improve the performance of your IT functions. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
BMC Analytics vs Dashboard...the difference?
From the blurbs reproduced below, I can't tell the difference. It must be geared towards people with higher pay and higher intelligence. What's the difference in purpose, content, technology? Dashbaords mentions process, Analytics seems to focus on ITSM. Can't tell what it amounts to. Anybody? In case you're thinking this is too easyhow's any of this any different from the OOB reports ITSM comes with? I know this might be a question for sales folks...but they are s chatty. Thanks. ps: I did read the pdf brochures, only to end up more disoriented as to what is what and why these two beasts. = BMC Analytics for BSM Out-of-the-box reporting and analysis for technical and non-technical users Puts critical business intelligence at your fingertips for more informed and accurate decisions. * Best practice reports for BMC Remedy IT Service Management, BMC Atrium CMDB, BMC ProactiveNet Performance Management, and more BMC solutions * Create ad hoc reports in seconds through interactive point-and-click analysis; no programming required * Easily share Web-based reports with IT and business stakeholders * Runs on industry-leading BusinessObjects technology == BMC Dashboards for BSM Link critical IT processes into a dashboard view of aggregated performance indicators enabling timely, fact-based decisions This product: * Includes best-practice metrics and key performance indicators aligned to business services * Leverages a highly intuitive, graphical interface with aggregated metrics across IT support and operations processes * Provides “just enough” drill-down, as well as trending capabilities across business services * Supports fully customizable, personalized, and role-based views With BMC Dashboards for BSM, you have access to the right data at the right time to optimize decisions and improve the performance of your IT functions. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Kintetic Request vs BMC Remedy SRM vs newScale
If anybody has opinions about the first two, please respond. How do they compare in terms of features and ease of implementation/maintenance? Price? About newScale...it's advertised as a Service Catalog, not so much as a Service Request management solution, but I believe the client interface to request services is a part of it. I have heard positive opinions about it. Can anybody shed any light on how its different from the other two? I know newScale has been integrated with Remedy ITSM, but it appears newScale is also marketed as a complete, standalone solution for managing requests. Is it fair to say that it still isn't an Incident/Problem management solution as it's not geared towards troubles? Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g
Thank you all. I was trying to skip 10g, because setting up 10g is some work for our oracle folks, as we don't have 10g instances lying around. Now I am leaning towards going through 10g. --- On Mon, 7/19/10, Prashanth Bhagawat prashanth.bhaga...@accenture.com wrote: From: Prashanth Bhagawat prashanth.bhaga...@accenture.com Subject: Re: ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g To: arslist@ARSLIST.ORG Date: Monday, July 19, 2010, 12:49 AM ** Hi Tripathi, If it's mentioned in the product manual about the compatibility, then its there for some reason, you might or might not get problems while installation. We were trying something similar upgrading 6.3/9i upgrade database to 10g upgrade ARS 6.3 to 7.1upgrade 7.1 to 7.5, but up-gradation failed while going to 7.5, 10g upgrade should not take more time so don’t skip any steps in your up gradation activity. Go through the release notes or installation guides of ARS for each version and document the steps that you need to take care for ARS up-gradation as well as database specific settings you need to do and then start up-gradation. Few things that you need to take care is that no duplicate user profile entries in user form If there are any customizations done on user and group forms then you will have issues with the views of the user and group forms once you upgrade to 7.1 You are attempting an ITSM up-gradation or custom application, if it is set of custom applications then you can think of migration from 6.3 to 7.5 using remedy migrator directly, all you need is setup of your new 7.5 environment. Regards, Prashanth Bhagawat -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Saturday, July 17, 2010 12:18 AM To: arslist@ARSLIST.ORG Subject: ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g Hi all, To make the above switch, I am planning to first upgrade to Oracle 10g, then upgrade ARS to 7.5, then upgrade Oracle to 11g. The key fact being that Oracle 11g is not supported by ARs 6.3, but Oracle 10g is supported by both ARS 6.3 and ARS 7.5. The lazy in me is trying to find out if I can somehow skip 10g. To do so, I would have to try ARS 7.5 with Oracle 9, or ARS 6.3 with Oracle 11g. I know these are not supported combinations, but it doesn't mean I can't have them (especially for the duration of the upgrade work). Anybody done it? ARS (both 6.3 and future 7.5) and Oracle 9 are in Solaris. Oracle 10g, 11g will be in Linux. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ARS 6.3/Oracle 9 -to- ARS 7.5/Oracle 11g
Hi all, To make the above switch, I am planning to first upgrade to Oracle 10g, then upgrade ARS to 7.5, then upgrade Oracle to 11g. The key fact being that Oracle 11g is not supported by ARs 6.3, but Oracle 10g is supported by both ARS 6.3 and ARS 7.5. The lazy in me is trying to find out if I can somehow skip 10g. To do so, I would have to try ARS 7.5 with Oracle 9, or ARS 6.3 with Oracle 11g. I know these are not supported combinations, but it doesn't mean I can't have them (especially for the duration of the upgrade work). Anybody done it? ARS (both 6.3 and future 7.5) and Oracle 9 are in Solaris. Oracle 10g, 11g will be in Linux. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Schrödinger's Active Links on the Mid Ti er
Shawn, That's weird. Instead of relying on logging, you can add active link messages in between the active links that build the field for external qual, and see how the values are changing (especially the field referenced by external() ). Is the field(s) referenced by external() visible? If not, you can make it visible and see if it's getting the right value. --- On Fri, 7/16/10, Pierson, Shawn shawn.pier...@sug.com wrote: From: Pierson, Shawn shawn.pier...@sug.com Subject: Schrödinger's Active Links on the Mid Tier To: arslist@ARSLIST.ORG Date: Friday, July 16, 2010, 3:09 PM ** Ok folks, here is a weird one. I am having an issue with a custom application that started after we upgraded the Mid Tier from 7.1 to 7.5 patch 4. Basically, I have a console with a table field and an external qualification. That qualification is set on Window Open, and it is based on what permission group you are in. If you are in the CS group, it should show CS tickets, if you are in the MH group, it should show MH tickets. This works fine in most scenarios, except for the one that we normally operate in. Here are the ways I’ve tested it: 1. If I access the Mid Tier as the end user, I see the wrong group’s tickets. 2. If I access the Windows User Tool as the end user, I see the correct group’s tickets. 3. If I access the Mid Tier as the end user *with active link logging enabled*, I see the correct group’s tickets. Granted, I am trying other ways of logging what is going on, but this sounds like a bug in the Mid Tier to me. I’ve been able to reproduce this several times and have a ticket open with BMC Support, but I wanted to see if anyone else has run into issues like this before. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
arimportcmd woes on Solaris. no error, no import
Hi all, I have a .arm mapping file that works fine when used with the GUI version of the tool (Remedy Import) to import a csv file into a form. I take the mapping file to a Solaris box, change two path parameters in the file (import file, log file), and it doesn't work. On the Solaris box, I see that the mapping file was read by arimportcmd because it spits out log text to a file as specified in the Import-Log-Filename: parameter in the mapping file. This is the log file content (4 lines): AR System Import Tool Wed Jun 30 00:55:45 2010 How useful! arimportcmd completes running right away, no message on the screen, no import. I verified that the path to the import file is right, permissions are right. I made sure that the mapping file transfer from Windows to Unix was right (tried both text vs bin format) I can't even begin to troubleshoot, because it won't tell me what's wrong. Well, I did try troubleshooting by specifying the import and log files as well as the form name on the command line... ...by messing up various pieces of info on the command line and on the mapping file (username, password, server name, mapping name, directory) to cause it to give me error, some error, any error! Nothing. It won't ever complain of anything! If it can, it spits out the log as above. Else it just completes running with no output, no import, nothing. My version is...ahem...6.3. Server patch 25, arimportcmd...I believe is patch 19. Support site has no useful bugs on this topic. A few reports of similar issues closed with user error. I triple checked myself, but I swear there is no error on me today. My command line: /opt/remedy/bin/arimportcmd -u Test User -p password -x remedy.company.edu -d /opt/remedy/local/misc -m ARMappingForVOIPPhExtDumpImport My mapping file (/opt/remedy/local/misc/ARMapping.arm): - ARMappingForVOIPPhExtDumpImport SchemaName: CU:Phone-StagingFormForImport ServerName: remedy.company.edu Import-Filename: /opt/remedy/local/PhoneExtensionDump.csv Import-File-Format: 2 Import-Field-Titles: 1 Import-Field-Separator: Bad-Record-Handling: 0 Duplicate-Id-Handling: 0 Import-Log-Filename: /opt/remedy/local/arimport.log Strip-White-Space: 1 Truncate-Values: 0 Disable-Required-ness: 0 Disable-Pattern: 0 Allow-Too-Many-Fields: 1 Allow-Too-Few-Fields: 1 Mapping: 736871090=$BUILDING$ Mapping: 736870988=$EXTENSION$ Mapping: 24004=$FNAME$ Mapping: 736870963=$FLOOR$ Mapping: 24003=$LNAME$ Mapping: 736871176=$MAC$ Mapping: 8=$NOTES$ Mapping: 736870971=$TYPE$ Mapping: 736870964=$ROOM$ Mapping: 7=Active Mapping: 24000=$ID$ Mapping: 736871107=0 end Used for nightly import of extension data into Remedy What's going on? I'm about to write a Perl script to take the csv and loop around doing create_entry. Don't want to. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: arimportcmd woes on Solaris. no error, no import
Rick, I tried -L for logging, as suggested on a post somehere...didn't work. Anybody knows what the flag may be? Nothing in the manual. Can anybody give me a command line that's working for them...in solaris? Preferably with v 6.x of arimportcmd. Thanks. --- On Wed, 6/30/10, Rick Cook remedyr...@gmail.com wrote: From: Rick Cook remedyr...@gmail.com Subject: Re: arimportcmd woes on Solaris. no error, no import To: arslist@ARSLIST.ORG Date: Wednesday, June 30, 2010, 11:40 AM ** There is a flag to turn logging on - sometimes that can be helpful. Also, I believe that 6.3 had a syntax bug in the documentation for the arimport. It's been a while, so I don't remember exactly what was wrong, but you might look at a more recent version to get updated syntax to try. Rick On Wed, Jun 30, 2010 at 11:37 AM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi all, I have a .arm mapping file that works fine when used with the GUI version of the tool (Remedy Import) to import a csv file into a form. I take the mapping file to a Solaris box, change two path parameters in the file (import file, log file), and it doesn't work. On the Solaris box, I see that the mapping file was read by arimportcmd because it spits out log text to a file as specified in the Import-Log-Filename: parameter in the mapping file. This is the log file content (4 lines): AR System Import Tool Wed Jun 30 00:55:45 2010 How useful! arimportcmd completes running right away, no message on the screen, no import. I verified that the path to the import file is right, permissions are right. I made sure that the mapping file transfer from Windows to Unix was right (tried both text vs bin format) I can't even begin to troubleshoot, because it won't tell me what's wrong. Well, I did try troubleshooting by specifying the import and log files as well as the form name on the command line... ...by messing up various pieces of info on the command line and on the mapping file (username, password, server name, mapping name, directory) to cause it to give me error, some error, any error! Nothing. It won't ever complain of anything! If it can, it spits out the log as above. Else it just completes running with no output, no import, nothing. My version is...ahem...6.3. Server patch 25, arimportcmd...I believe is patch 19. Support site has no useful bugs on this topic. A few reports of similar issues closed with user error. I triple checked myself, but I swear there is no error on me today. My command line: /opt/remedy/bin/arimportcmd -u Test User -p password -x remedy.company.edu -d /opt/remedy/local/misc -m ARMappingForVOIPPhExtDumpImport My mapping file (/opt/remedy/local/misc/ARMapping.arm): - ARMappingForVOIPPhExtDumpImport SchemaName: CU:Phone-StagingFormForImport ServerName: remedy.company.edu Import-Filename: /opt/remedy/local/PhoneExtensionDump.csv Import-File-Format: 2 Import-Field-Titles: 1 Import-Field-Separator: Bad-Record-Handling: 0 Duplicate-Id-Handling: 0 Import-Log-Filename: /opt/remedy/local/arimport.log Strip-White-Space: 1 Truncate-Values: 0 Disable-Required-ness: 0 Disable-Pattern: 0 Allow-Too-Many-Fields: 1 Allow-Too-Few-Fields: 1 Mapping: 736871090=$BUILDING$ Mapping: 736870988=$EXTENSION$ Mapping: 24004=$FNAME$ Mapping: 736870963=$FLOOR$ Mapping: 24003=$LNAME$ Mapping: 736871176=$MAC$ Mapping: 8=$NOTES$ Mapping: 736870971=$TYPE$ Mapping: 736870964=$ROOM$ Mapping: 7=Active Mapping: 24000=$ID$ Mapping: 736871107=0 end Used for nightly import of extension data into Remedy What's going on? I'm about to write a Perl script to take the csv and loop around doing create_entry. Don't want to. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: arimportcmd woes on Solaris. no error, no import
I tried the import on my Windows PC using Windows verison of arimportcmd, with the same result...log file is there with those 4 lines and nothing happens. I tried the same mapping on the same PC using Remedy Import. It works. About Windows vs Unix bin vs text...I am aware of the difference and I transferred the file to Solaris using text mode. At any rate, above experiment rules out line ends as the issue. What's the deal with arimportcmd?? It reads the mapping, then writes the header on the right log file...then decides to take a vacation??? Sucks. --- On Wed, 6/30/10, Grooms, Frederick W frederick.w.gro...@xo.com wrote: From: Grooms, Frederick W frederick.w.gro...@xo.com Subject: Re: arimportcmd woes on Solaris. no error, no import To: arslist@ARSLIST.ORG Date: Wednesday, June 30, 2010, 1:35 PM If you don't have dos2unix you can do the same thing inside vi on the Unix box. :%s/Ctrl-VCtrl-M//g (Yes that is colon followed by a percent sign, followed by a lowercase s, followed by a slash, followed by a Control V, followed by a Control M, then 2 slashes and a lowercase g) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ben Chernys Sent: Wednesday, June 30, 2010 11:14 AM To: arslist@ARSLIST.ORG Subject: Re: arimportcmd woes on Solaris. no error, no import ** Guys, We've had this discussion many times in the past. Run a dos2unix over the mapping file to get rid of the DOS line endings. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329 begin_of_the_skype_highlighting +49 171 380 2329 end_of_the_skype_highlighting begin_of_the_skype_highlighting +49 171 380 2329 end_of_the_skype_highlighting GMT + 1 + [ DST ] Email: Ben.Chernys _AT_ softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: June 30, 2010 5:41 PM To: arslist@ARSLIST.ORG Subject: Re: arimportcmd woes on Solaris. no error, no import ** There is a flag to turn logging on - sometimes that can be helpful. Also, I believe that 6.3 had a syntax bug in the documentation for the arimport. It's been a while, so I don't remember exactly what was wrong, but you might look at a more recent version to get updated syntax to try. Rick On Wed, Jun 30, 2010 at 11:37 AM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi all, I have a .arm mapping file that works fine when used with the GUI version of the tool (Remedy Import) to import a csv file into a form. I take the mapping file to a Solaris box, change two path parameters in the file (import file, log file), and it doesn't work. On the Solaris box, I see that the mapping file was read by arimportcmd because it spits out log text to a file as specified in the Import-Log-Filename: parameter in the mapping file. This is the log file content (4 lines): AR System Import Tool Wed Jun 30 00:55:45 2010 How useful! arimportcmd completes running right away, no message on the screen, no import. I verified that the path to the import file is right, permissions are right. I made sure that the mapping file transfer from Windows to Unix was right (tried both text vs bin format) I can't even begin to troubleshoot, because it won't tell me what's wrong. Well, I did try troubleshooting by specifying the import and log files as well as the form name on the command line... ...by messing up various pieces of info on the command line and on the mapping file (username, password, server name, mapping name, directory) to cause it to give me error, some error, any error! Nothing. It won't ever complain of anything! If it can, it spits out the log as above. Else it just completes running with no output, no import, nothing. My version is...ahem...6.3. Server patch 25, arimportcmd...I believe is patch 19. Support site has no useful bugs on this topic. A few reports of similar issues closed with user error. I triple checked myself, but I swear there is no error on me today. My command line: /opt/remedy/bin/arimportcmd -u Test User -p password -x remedy.company.edu -d /opt/remedy/local/misc -m ARMappingForVOIPPhExtDumpImport My mapping file (/opt/remedy/local/misc/ARMapping.arm): - ARMappingForVOIPPhExtDumpImport SchemaName: CU:Phone-StagingFormForImport ServerName: remedy.company.edu Import-Filename: /opt/remedy/local/PhoneExtensionDump.csv Import
Open JDK ok for ARS 7.5, instead of Sun JDK???
Hi all, I have been given Open JDK 1.6 (from Red Hat) on a linux box where I intend to install ARS/ITSM 7.5 Before I fight for a Sun JDK, can somebody please tell me if you have made ARS/ITSM work with Open JDK?? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: API programs: need lazy guy's version of create/update/query tickets on Windows
Thanks a lot Axton! I actually visited the site before posting, but I got strange behaviors, such as broken pages with scripts showing and even after creating an account, I wasn't able to navigate much. Following your link, all looked fine and I didn't even have to register/login. Must have been local browser issues. Anyway, the site content is awesome and more than what I was looking for. All: One question: how would you handle a situation where one of the parameters (field value) you are sending is big and has special characters? For example, if I'm sending an entire email text to a diary field, I think I will end up breaking the windows command line that invokes the program. I am guessing I need to look for and escape all special characters before invoking the program. Even then there must be some limit to the length of windows command line. Ben: Thanks for the info on Meta-update. It's intriguing. No API? You mean I personally don't have to worry about APIs? I will take a look when I'm free)er). --- On Wed, 4/28/10, Axton axton.gr...@gmail.com wrote: From: Axton axton.gr...@gmail.com Subject: Re: API programs: need lazy guy's version of create/update/query tickets on Windows To: arslist@ARSLIST.ORG Date: Wednesday, April 28, 2010, 5:48 PM ** A series of .net utilities for just this purpose: http://arswiki.org/projects/dotnetutil Compiled versions are available for download on the downloads tab. Axton The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Wed, Apr 28, 2010 at 1:24 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Hi all, I need a way a third party Windows application can create/update/query tickets in Remedy. I know there are tons of ways, but if somebody has a sample code in any common windows language (.Net? VB? Java?), or better yet a generic program that can take form name and field/value pairs etc as parameters (there used to be esp_getentry, esp_setentry etc), let me know. I just don't want to spend a lot of time to start from scratch. I can't do Web Services (mismatch of Midtier and ARS versions). I am about to search around for a code base to start with, but if anybody has anything handy, send my way or let me know. I have perl code in Unix, but porting that over ti Windows is some work. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: On Window Loaded active link doesn't see field values???
Phil, This is an interesting piece of information. I will give it a try. Nicky: I wish I could avoid a macro, but I don't know of any other way (than DDE/Macro) another (ACD) application can open a window in Remedy User. Somebody suggested creating and having Windows open a xx.ARTask file, which will trigger a window in Remedy User. This works for a window with empty or default field values, or for showing an existing ticket, but I can't have the ACD application pass field values to a Submit window through ARTask. Or I don't know how. I'm going to start another thread with ACD in the subject line to find out people have their ACD application integrated with Remedy User. Gary: The steps you mentioned doesn't solve the problem of win Open and Win Loaded active links not seeing the field values. Fred: I have the best I can get at v6.3, patch 25. We have 6.3 here, so I am not testing with 7.x. It would be interesting to know what happens in 7. On Tue, Apr 27, 2010 at 1:55 PM, Murnane, Phil pmurn...@windwardits.com wrote: All: Okay, bear with me here because I'm digging _way_ back in my brain. I recall that the interactions between the user's Set Defaults preferences, the Window Open/Loaded firing conditions, and field values were causing our project team some trouble back in the late '90s. One of Remedy's engineers suggested to have the ALs fire on Gain Focus of the first field listed in the tab order for the view instead of using Window Open/Loaded. We took it a step further and created a display-only field that was _always_ first in tab order (the field was named first in tab order), and placed it underneath another field so the users wouldn't see it. Something about not being able to use a hidden field for this trick is also tickling my brain. FWIW, --Phil -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Tuesday, April 27, 2010 4:14 PM To: arslist@ARSLIST.ORG Subject: Re: On Window Loaded active link doesn't see field values??? Now it works, when the macro opens an intermediate window, on which an on interval active links fires after 3 seconds. This on interval active link sees all the field values received on the form (and correctly processes them as I want, and opens the target window with , my main goal). The same active link, when it fires on Window Load on the intermediate or the target form doesn't work. Meaning can't see the field values on the form passed by the macro. Now I have a useless window saying Opening, please wait... delaying the user for 3 seconds before the target window is opened by the on interval active link. Me not too happy. But don't see any other way out. It's a bug. LJ, thanks for your input. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ACD integration with Remedy User: Not able to have active links see received field values
HI all, If you have any application on a user's PC (such as ACD software client) opening a ticket form (say, submit mode) in Remedy user... ...and you have active links on this form that receive some field values from the software and take any action **as the window is opening** ...please let me know the secret of getting this done. Doing the following, I am NOT able to have active links on the form that opens process the info received from the software: -this software does a DDE Call to run a macro in Remedy user, passes some field values as parameters -Macro causes Remedy User to open that form in submit mode -Window Loaded active links on this form read received values and take some action My issue is that the Window Loaded active links see all field values as blank. That is, when a form is **opened by a macro** (as opposed to: by Open Window action in active link, or user manually opening a form), field values appear to be loaded on the form, only **after** window loaded event has completed. It's supposed to happen before the Window Loaded event. TIA. ps: this is an offshoot of this thread Re: On Window Loaded active link doesn't see field values??? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
API programs: need lazy guy's version of create/update/query tickets on Windows
Hi all, I need a way a third party Windows application can create/update/query tickets in Remedy. I know there are tons of ways, but if somebody has a sample code in any common windows language (.Net? VB? Java?), or better yet a generic program that can take form name and field/value pairs etc as parameters (there used to be esp_getentry, esp_setentry etc), let me know. I just don't want to spend a lot of time to start from scratch. I can't do Web Services (mismatch of Midtier and ARS versions). I am about to search around for a code base to start with, but if anybody has anything handy, send my way or let me know. I have perl code in Unix, but porting that over ti Windows is some work. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: On Window Loaded active link doesn't see field values???
LJ, log trace is not helping. There are no active links clearing the fields. I have found absolutely no way to have active links (Win Open, Win Loaded) read values passed to a window, if the window was **opened by a macro**!! All fields appear blank to these active links, although, when the window fully opens, all the values are right there for me to see! It appears that when a macro opens a window, there is something funky (I say bug) which makes the field values load *after* the Window Loaded event has completed. :( I tried opening the same window with code (open win action) and passed values; these values are correctly seen by the active links on that form. I tried playing with different window modes no luck. I need to trigger code before the window fully opens, based on value received by the window from the macro. Can't be done??? --- On Thu, 4/22/10, LJ LongWing lj.longw...@gmail.com wrote: From: LJ LongWing lj.longw...@gmail.com Subject: Re: On Window Loaded active link doesn't see field values??? To: arslist@ARSLIST.ORG Date: Thursday, April 22, 2010, 1:51 PM Rabi, I recommend having AL Logging turned on and see if the field is being set some time after the AL you are looking athappens to me all the time...I have AL1 set to fire if value = X, but AL2 fires at a later execution order setting the field... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Thursday, April 22, 2010 11:19 AM To: arslist@ARSLIST.ORG Subject: On Window Loaded active link doesn't see field values??? I have an active link firing on Window Loaded. It sees a field as having no value when it fires. That makes me not happy, because the value is there or should be there. The submit window is opened by a macro with a parameter, and the macro is correctly populating the parameter value on the field. I can see it when the window is fully open (meaning active links have all completed firing). When a submit window opens, my understanding is that by the time Window Loaded event occurs, all field values (set by set to default feature, sent with a macro etc) should already be there on the fields, such that on Window Loaded active links should see the values. Why is my active link not seeing the field value? I put a debug message, and yes, the field is blank when the active links fires. But the value gets to the field, when the window has opened fully. ARS 6.3. from the doc: Window Loaded Executes after all the data values have been loaded into a Submit or Search window (from defaults, from a copy to new, or from an open window action). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: On Window Loaded active link doesn't see field values???
I absolutely hate to do this, but I can have an on interval active link fire on the window with interval of 1 sec. When the target window opens this way, I am expecting that the window loaded active links there will see the field values. Somebody tell me there's a different way to do this. Not to mess up the main form, I will go with an intermediate form that is opened by the macro on which after a sec an AL will fire to open the main ticket window and close the intermediate window. Ugly ugly. --- On Tue, 4/27/10, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Re: On Window Loaded active link doesn't see field values??? To: arslist@ARSLIST.ORG Date: Tuesday, April 27, 2010, 12:35 PM LJ, log trace is not helping. There are no active links clearing the fields. I have found absolutely no way to have active links (Win Open, Win Loaded) read values passed to a window, if the window was **opened by a macro**!! All fields appear blank to these active links, although, when the window fully opens, all the values are right there for me to see! It appears that when a macro opens a window, there is something funky (I say bug) which makes the field values load *after* the Window Loaded event has completed. :( I tried opening the same window with code (open win action) and passed values; these values are correctly seen by the active links on that form. I tried playing with different window modes no luck. I need to trigger code before the window fully opens, based on value received by the window from the macro. Can't be done??? --- On Thu, 4/22/10, LJ LongWing lj.longw...@gmail.com wrote: From: LJ LongWing lj.longw...@gmail.com Subject: Re: On Window Loaded active link doesn't see field values??? To: arslist@ARSLIST.ORG Date: Thursday, April 22, 2010, 1:51 PM Rabi, I recommend having AL Logging turned on and see if the field is being set some time after the AL you are looking athappens to me all the time...I have AL1 set to fire if value = X, but AL2 fires at a later execution order setting the field... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Thursday, April 22, 2010 11:19 AM To: arslist@ARSLIST.ORG Subject: On Window Loaded active link doesn't see field values??? I have an active link firing on Window Loaded. It sees a field as having no value when it fires. That makes me not happy, because the value is there or should be there. The submit window is opened by a macro with a parameter, and the macro is correctly populating the parameter value on the field. I can see it when the window is fully open (meaning active links have all completed firing). When a submit window opens, my understanding is that by the time Window Loaded event occurs, all field values (set by set to default feature, sent with a macro etc) should already be there on the fields, such that on Window Loaded active links should see the values. Why is my active link not seeing the field value? I put a debug message, and yes, the field is blank when the active links fires. But the value gets to the field, when the window has opened fully. ARS 6.3. from the doc: Window Loaded Executes after all the data values have been loaded into a Submit or Search window (from defaults, from a copy to new, or from an open window action). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: On Window Loaded active link doesn't see field values???
Now it works, when the macro opens an intermediate window, on which an on interval active links fires after 3 seconds. This on interval active link sees all the field values received on the form (and correctly processes them as I want, and opens the target window with , my main goal). The same active link, when it fires on Window Load on the intermediate or the target form doesn't work. Meaning can't see the field values on the form passed by the macro. Now I have a useless window saying Opening, please wait... delaying the user for 3 seconds before the target window is opened by the on interval active link. Me not too happy. But don't see any other way out. It's a bug. LJ, thanks for your input. Nicky: About your question, the field values I want the active links to see are the ones sent as macro parameters, not field defaults. --- On Tue, 4/27/10, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Re: On Window Loaded active link doesn't see field values??? To: arslist@ARSLIST.ORG Date: Tuesday, April 27, 2010, 12:39 PM I absolutely hate to do this, but I can have an on interval active link fire on the window with interval of 1 sec. When the target window opens this way, I am expecting that the window loaded active links there will see the field values. Somebody tell me there's a different way to do this. Not to mess up the main form, I will go with an intermediate form that is opened by the macro on which after a sec an AL will fire to open the main ticket window and close the intermediate window. Ugly ugly. --- On Tue, 4/27/10, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Re: On Window Loaded active link doesn't see field values??? To: arslist@ARSLIST.ORG Date: Tuesday, April 27, 2010, 12:35 PM LJ, log trace is not helping. There are no active links clearing the fields. I have found absolutely no way to have active links (Win Open, Win Loaded) read values passed to a window, if the window was **opened by a macro**!! All fields appear blank to these active links, although, when the window fully opens, all the values are right there for me to see! It appears that when a macro opens a window, there is something funky (I say bug) which makes the field values load *after* the Window Loaded event has completed. :( I tried opening the same window with code (open win action) and passed values; these values are correctly seen by the active links on that form. I tried playing with different window modes no luck. I need to trigger code before the window fully opens, based on value received by the window from the macro. Can't be done??? --- On Thu, 4/22/10, LJ LongWing lj.longw...@gmail.com wrote: From: LJ LongWing lj.longw...@gmail.com Subject: Re: On Window Loaded active link doesn't see field values??? To: arslist@ARSLIST.ORG Date: Thursday, April 22, 2010, 1:51 PM Rabi, I recommend having AL Logging turned on and see if the field is being set some time after the AL you are looking athappens to me all the time...I have AL1 set to fire if value = X, but AL2 fires at a later execution order setting the field... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Thursday, April 22, 2010 11:19 AM To: arslist@ARSLIST.ORG Subject: On Window Loaded active link doesn't see field values??? I have an active link firing on Window Loaded. It sees a field as having no value when it fires. That makes me not happy, because the value is there or should be there. The submit window is opened by a macro with a parameter, and the macro is correctly populating the parameter value on the field. I can see it when the window is fully open (meaning active links have all completed firing). When a submit window opens, my understanding is that by the time Window Loaded event occurs, all field values (set by set to default feature, sent with a macro etc) should already be there on the fields, such that on Window Loaded active links should see the values. Why is my active link not seeing the field value? I put a debug message, and yes, the field is blank when the active links fires. But the value gets to the field, when the window has opened fully. ARS 6.3. from the doc: Window Loaded Executes after all the data values have been loaded into a Submit or Search window (from defaults, from a copy to new, or from an open window action). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
On Window Loaded active link doesn't see field values???
I have an active link firing on Window Loaded. It sees a field as having no value when it fires. That makes me not happy, because the value is there or should be there. The submit window is opened by a macro with a parameter, and the macro is correctly populating the parameter value on the field. I can see it when the window is fully open (meaning active links have all completed firing). When a submit window opens, my understanding is that by the time Window Loaded event occurs, all field values (set by set to default feature, sent with a macro etc) should already be there on the fields, such that on Window Loaded active links should see the values. Why is my active link not seeing the field value? I put a debug message, and yes, the field is blank when the active links fires. But the value gets to the field, when the window has opened fully. ARS 6.3. from the doc: Window Loaded Executes after all the data values have been loaded into a Submit or Search window (from defaults, from a copy to new, or from an open window action). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: On Window Loaded active link doesn't see field values???
When a certain macro runs, I want th To put the question differently: When a certain macro runs, I want the submit window it opens to behave slightly differently than if the window opens any other way. How can I have an active link detect the fact that the window was opened by a certain macro? The bigger story is that I have an external application doing a DDE call to Remedy User to open the ticket window for submit and populate a few fields, including requester's login. I want a user lookup to happen with login as the key, if the ticket submit window opens this way. --- My current solution is to have the macro invoked by DDE set a hidden temp field to a certain value. Then an active link firing on Window Loaded has a run if that is true only if that field has that value. This method is not working, because this active link sees this field as blank. However, when the window opens, I see the value in the field. So, the field is getting the value after Window Loaded event has completed. Weird. That's not what I read on the 6.3 Basic manual and that's not how I thought it worked. --- On Thu, 4/22/10, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: On Window Loaded active link doesn't see field values??? To: arslist@arslist.org Date: Thursday, April 22, 2010, 1:18 PM I have an active link firing on Window Loaded. It sees a field as having no value when it fires. That makes me not happy, because the value is there or should be there. The submit window is opened by a macro with a parameter, and the macro is correctly populating the parameter value on the field. I can see it when the window is fully open (meaning active links have all completed firing). When a submit window opens, my understanding is that by the time Window Loaded event occurs, all field values (set by set to default feature, sent with a macro etc) should already be there on the fields, such that on Window Loaded active links should see the values. Why is my active link not seeing the field value? I put a debug message, and yes, the field is blank when the active links fires. But the value gets to the field, when the window has opened fully. ARS 6.3. from the doc: Window Loaded Executes after all the data values have been loaded into a Submit or Search window (from defaults, from a copy to new, or from an open window action). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How can an external program query to see if a ticket # exists?
Thanks John. Your post gives a new idea. I could have a perl cgi accessed by
the external entity through http. Since this cgi can be in unix, it's easy for
me to do here.
---
I got runmacro.exe to work, but it's awfully slow. Takes 10+ seconds to query
for one record. The trick is to use the -o flag. It cause runmacro to do
something other than run a macro...do a straight query instead.
---
C:\ runmacro.exe -o c:\temp\test3.txt -f HPD:HelpDesk -t csv -x server.com
-U username -P password
-Q 4\1\1\1\2\4\15\HD00070\
Action Request System Runmacro.exe Version 6.3
Copyright (c) BMC Software, Inc. 1991-2005. All rights reserved.
Accessing server - server.com ...
Processing form - HPD:HelpDesk ...
Processing complete with total matches of 1 record(s).
Server - server.com access complete with total matches of 1 record(s).
Record detail got dumped into the file test3.txt
I used -Q with internal qualification format, because I couldn't get -q
readable qualification ('Entry Id' = HD00070) to work. Something
with double quotes in windows command line. I tried a zillion things, always
getting error on qualification.
The -Q parameter means:
'1' = HD00070
meaning
'Entry Id' = HD00070
If you change -o filename to
-o
no file is created with the record's field values; instead, the record is
dumped on the screen. May be useful.
This is an awesome (effortless) way for any external entity to query Remedy,
except for the 10+ second performance. I wonder if there's any local issue in
my setup that's causing the delay.
--- On Tue, 4/20/10, John Sundberg john.sundb...@kineticdata.com wrote:
From: John Sundberg john.sundb...@kineticdata.com
Subject: Re: How can an external program query to see if a ticket # exists?
To: arslist@ARSLIST.ORG
Date: Tuesday, April 20, 2010, 12:57 PM
setup klink (Kinetic Link)
http://www.kineticdata.com/Products/KineticLink.html
(Free/opensource)
then
http://matrix.kineticdata.com:8081/klink/entries/127.0.0.1/User
(will give you all record numbers)
http://skitch.com/johnsundberg/n92y6/mozilla-firefox
http://matrix.kineticdata.com:8081/klink/entry/127.0.0.1/User/001
(will give you User record - 1 -- as XML)
http://skitch.com/johnsundberg/n92bn/mozilla-firefox
http://matrix.kineticdata.com:8081/klink/entries/127.0.0.1/User?qualification='7'=0
(will give you User records where field '7' = 0)
http://skitch.com/johnsundberg/n92b3/mozilla-firefox
-John
On Apr 20, 2010, at 11:32 AM, Rabi Tripathi wrote:
Hi all,
I need to provide a way a program can ask Remedy if a
ticket number exists.
Web services is out (mismatch of Mid-tier and ARS
versions). I am looking for any other simple solution.
I tried a query with runmacro.exe, hoping i can somehow
trick it into letting me know if the query matched any
record or not, but it turns out its not designed to output
anything to standard output, other than macro xx processing
completed.
I am trying the -o (output to file) option, which may work
(working on getting the query criteria right), but appears
to be very slow.
I am considering a Perl script that will take a ticket
number and simply respond with something like yes or no. I
will likely turn it into an .exe using perl2exe. We use a
lot of Perl, but all of it is on the server side and on
Solaris. This will be the first time doing it on Windows, so
I wish I could avoid having to open this can of worms to
build and maintain.
Before I go that route, I want to pick your brain and see
if I have overlooked any other simple solution.
Thanks in advance.
___
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Are
--
John Sundberg
Kinetic Data, Inc.
Building a Better Service Experience
Recipient of the WWRUG09 Innovator of the Year Award
john.sundb...@kineticdata.com
651.556.0930
begin_of_the_skype_highlighting 651.556.0930 end_of_the_skype_highlighting
begin_of_the_skype_highlighting 651.556.0930 end_of_the_skype_highlighting
begin_of_the_skype_highlighting 651.556.0930 end_of_the_skype_highlighting
begin_of_the_skype_highlighting 651.556.0930 end_of_the_skype_highlighting
begin_of_the_skype_highlighting 651.556.0930 end_of_the_skype_highlighting
I www.kineticdata.com
___
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___
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Oracle 10g Instant Client; Ok for ARS 7.5?
Hi all. In the process of installing ARs 7.5 on RHEL 5. Is Oracle Instant client usable, or do I need the regular oracle client? The instant one is on the box as the default client. Asking for the regular one here will cost me some...well...capital, so if somebody knows if this one works or not, please let me know. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Logic in active links vs. filters
LJ, you're not off base. That's exactly what I meant. On filters, if you do a set field on a diary field such as: Diary Field = new string + Diary Field Diary Field = new string The result is as if you had done Diary Field = Diary Field + new string What it means is that the transaction value of the diary field received by a filter can't be changed by the filter, other than adding something to the end. -- I read the whole thread, and now I see that Doug had already written about enforcing business rules/validations using active links vs filter. Note to self: read the whole thing before jumping in. --- On Tue, 4/20/10, LJ LongWing lj.longw...@gmail.com wrote: From: LJ LongWing lj.longw...@gmail.com Subject: Re: Logic in active links vs. filters To: arslist@ARSLIST.ORG Date: Tuesday, April 20, 2010, 7:23 PM ** Rabi, I’m curious about one thing you just said… -- One peculiar thing active links can do that filters can't is that if you want to take the current (transaction) value of a diary field and change it in any way other than adding to the end, active links are the way to go. Filters can't do it. -- I may be off base on this one…but if you take the proposed action, what happens is you take the current transaction value and modify it….true…essentially doing “some string” + “TR.work log”….diaries are treated as char strings essentially via AL’s….but once it hits the filter…what’s in the worklog is already there, so the best you can do is append to the end…is that what you meant? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Tuesday, April 20, 2010 4:02 PM To: arslist@ARSLIST.ORG Subject: Re: Logic in active links vs. filters ** One common issue I have seen in a lot of custom Remedy code is the use of Active Links to enforce business rules, data validation etc. Not always a good idea, because if the client is not Remedy User, these rules will be bypassed. Think API programs, Web Services, Remedy Import, runmacro.exe, DSO and also transactions initiated by Push Field actions (and macros as well??). Active links exist/run in Remedy User only (and thru browser/mid-tier, of course), so unless a record is being created or updated because the user clicked on the Save button on that very record on Remedy User, active links (that are set to execute on, say, submit/modify) will never get to execute on the record. It still makes sense to write rules/validation using active links, to provide immediate feedback to the user based on her actions, before the record is saved. But if the rules need to be enforced all the time, you want filters as well, as a foolproof gatekeeper. No transaction can bypass them. -- One thing I learned the hard way (on my RAC exam), was that filters can throw a message, but not an actionable prompt, such as a Yes/No question. I had to redo a lot of my code on the exam because of this surprise. In my defense that was many many years ago and I didn't fully understand how transactions were processed. Now I understand that filters can't in any way cause anything to happen at Remedy User, other than pop a message box after the transaction has completed (or errored out). All the messages from that transaction are lumped together in that one pop up, and the only choice is to click on the Ok button. It's not going to affect the transaction in any way, because it already processed. -- One peculiar thing active links can do that filters can't is that if you want to take the current (transaction) value of a diary field and change it in any way other than adding to the end, active links are the way to go. Filters can't do it. For example, you can do this in Active links Work Log = Some string + Work Log But if you do the same thing in a filter, the result is Work Log = Work Log + Some string Not a big deal most of the time. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Logic in active links vs. filters
Hmm...lets see. *Database* (old) value of a diary field, nothing/nobody can change. *Transaction* value (valued added this time) of a diary field: With an Active Link, you CAN change anything, such as wipe it out, add to the beginning of it. With a filter you can only add to the end. Agree? Side note: if you really have to change old contents of a diary field on a record...what do you do? Say somebody put a social security number (if you're not in the US, that's sort of a not so secret number assigned to everybody that everybody tries to keep secret anyway) in the work log diary field and some higher up is mad? This actually happened one time. Messing with database is...messy. The easiest solution (that somebody else came up with), was to export the worklog (and entry id) in arx format. Edit the exported file in a text editor, import it back. Done. On Wed, Apr 21, 2010 at 4:48 PM, LJ LongWing lj.longw...@gmail.com wrote: ** Cool….I just wanted to make sure you weren’t saying/thinking that you could replace the entire contents of the diary via AL J From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Wednesday, April 21, 2010 2:26 PM To: arslist@ARSLIST.ORG Subject: Re: Logic in active links vs. filters ** LJ, you're not off base. That's exactly what I meant. On filters, if you do a set field on a diary field such as: Diary Field = new string + Diary Field Diary Field = new string The result is as if you had done Diary Field = Diary Field + new string ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
How can an external program query to see if a ticket # exists?
Hi all, I need to provide a way a program can ask Remedy if a ticket number exists. Web services is out (mismatch of Mid-tier and ARS versions). I am looking for any other simple solution. I tried a query with runmacro.exe, hoping i can somehow trick it into letting me know if the query matched any record or not, but it turns out its not designed to output anything to standard output, other than macro xx processing completed. I am trying the -o (output to file) option, which may work (working on getting the query criteria right), but appears to be very slow. I am considering a Perl script that will take a ticket number and simply respond with something like yes or no. I will likely turn it into an .exe using perl2exe. We use a lot of Perl, but all of it is on the server side and on Solaris. This will be the first time doing it on Windows, so I wish I could avoid having to open this can of worms to build and maintain. Before I go that route, I want to pick your brain and see if I have overlooked any other simple solution. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How can an external program query to see if a ticket # exists?
-- ARS 6.3, Midtier 7.1. The query is to be run from a Windows server. --- On Tue, 4/20/10, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: How can an external program query to see if a ticket # exists? To: arslist@arslist.org Date: Tuesday, April 20, 2010, 12:32 PM Hi all, I need to provide a way a program can ask Remedy if a ticket number exists. Web services is out (mismatch of Mid-tier and ARS versions). I am looking for any other simple solution. I tried a query with runmacro.exe, hoping i can somehow trick it into letting me know if the query matched any record or not, but it turns out its not designed to output anything to standard output, other than macro xx processing completed. I am trying the -o (output to file) option, which may work (working on getting the query criteria right), but appears to be very slow. I am considering a Perl script that will take a ticket number and simply respond with something like yes or no. I will likely turn it into an .exe using perl2exe. We use a lot of Perl, but all of it is on the server side and on Solaris. This will be the first time doing it on Windows, so I wish I could avoid having to open this can of worms to build and maintain. Before I go that route, I want to pick your brain and see if I have overlooked any other simple solution. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Logic in active links vs. filters
One common issue I have seen in a lot of custom Remedy code is the use of Active Links to enforce business rules, data validation etc. Not always a good idea, because if the client is not Remedy User, these rules will be bypassed. Think API programs, Web Services, Remedy Import, runmacro.exe, DSO and also transactions initiated by Push Field actions (and macros as well??). Active links exist/run in Remedy User only (and thru browser/mid-tier, of course), so unless a record is being created or updated because the user clicked on the Save button on that very record on Remedy User, active links (that are set to execute on, say, submit/modify) will never get to execute on the record. It still makes sense to write rules/validation using active links, to provide immediate feedback to the user based on her actions, before the record is saved. But if the rules need to be enforced all the time, you want filters as well, as a foolproof gatekeeper. No transaction can bypass them. -- One thing I learned the hard way (on my RAC exam), was that filters can throw a message, but not an actionable prompt, such as a Yes/No question. I had to redo a lot of my code on the exam because of this surprise. In my defense that was many many years ago and I didn't fully understand how transactions were processed. Now I understand that filters can't in any way cause anything to happen at Remedy User, other than pop a message box after the transaction has completed (or errored out). All the messages from that transaction are lumped together in that one pop up, and the only choice is to click on the Ok button. It's not going to affect the transaction in any way, because it already processed. -- One peculiar thing active links can do that filters can't is that if you want to take the current (transaction) value of a diary field and change it in any way other than adding to the end, active links are the way to go. Filters can't do it. For example, you can do this in Active links Work Log = Some string + Work Log But if you do the same thing in a filter, the result is Work Log = Work Log + Some string Not a big deal most of the time. --- On Mon, 4/19/10, Mueller, Doug doug_muel...@bmc.com wrote: From: Mueller, Doug doug_muel...@bmc.com Subject: Re: Logic in active links vs. filters To: arslist@ARSLIST.ORG Date: Monday, April 19, 2010, 6:43 PM ** Jason, I always try and expand the question when I answer because often the real answer is part of the bigger topic and just answering the details obscures the real best practice. So, as you note in your message, often there are requests to do things just because. Not for any clear benefit or business value, but just because it might be cool or someone heard something that they thought sounds interesting -- regardless of value. So, first, it is to remind the requestor that things really should have uses and clear value before just adding things. Otherwise systems get out of control, slow, and unwieldy. This is the hardest thing for many developers to do because they know that they could just do it and it is easier to just do it than to really work on trying to do it right/best. However, you always have a case where they say -- just do it. So, for these cases, I suggest falling back on the simple rule: Active links are for managing the current screen for the user. Whether that be messing with visibility or loading data values or pushing data values to somewhere. It can be for pre-validating or pre-checking to give more timely messages. It can be for giving lists of values to select from or auto-filling related fields based on the response to one field. It may be to start an operation or to trigger an activity. At the end of the day, it is all about helping the user interact with the current screen. Filters are for everything else that is transaction based and Escalations are for everything that is timer based. Whenever there is a choice between a filter and an active link, select filter is a good general rule. If something can only be done by an active link, obviously choose it. If something only by a filter, choose it. But, if both, select filter (and for those cases where you want to give faster feedback for something like an error, you could consider ALSO adding an active link -- note the ALSO and not instead of). Fewer active links improves performance. Fewer fields improved performance (so large forms with tons of fields are not efficient -- better is considering if multiple forms would be better and definitely if fewer fields would be OK) Fields that a customer doesn't see should be not in view and more not in view fields improves performance (well, more fields doesn't but if not displayed ever, being not in view and the more of them not in view, the more help to performance) Not in view fields should be considered not fields from a fewer fields improves performance
No key back to the originating form/record from AR System Email Messages form records??
Hi all: It appears that records on the AR System Email Messages form, caused by a Notify action in a filter, contain no information to indicate which form and which record it originated from. I would have thought they would have designed the email subsystem to include the form name on which the filter fired, and the record on which the filter fired. There is a unique GUID on each email message's record, but that doesn't tie back to the form/record. I am trying to have a table on my ticket form to display all the emails that have been sent from the ticket. Looks like I have to add records on a separate form on each Notify action. Or add filters to the AR System Email Messages form to populate some fields based on keywords on the message. Somebody please tell me I am wrong. ARS 6.3 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
External program popping up a window in Remedy User that's already running. How?
Without using DDE or OLE, is there any trick with macros (runmacro or aruser with command line parameters?) to have a Remedy form pop up in an instance of Remedy User that's already running? I think not, but somebody please correct me if I am wrong. ARS/Remedy User 6.3. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: External program popping up a window in Remedy User that's already running. How?
Fred, I didn't think about that. You can definitely open blank windows, ...I should be able to open existing record too. Thanks. --- My general understanding (want to say, conclusion) is that you can't have an external entity trigger a Remedy macro to execute in an already running instance of Remedy User with any trick other than DDE or OLE. Somebody claimed otherwise without elaborating, so just doing a sanity check here. Related question...can aruser.exe no longer be run with command line parameters? On Tue, Mar 30, 2010 at 5:20 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: You can call an ARTask file (Saved Shortcut) Look at the text file generated when you do File - Send - Form - Desktop Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Tuesday, March 30, 2010 4:16 PM To: arslist@ARSLIST.ORG Subject: External program popping up a window in Remedy User that's already running. How? Without using DDE or OLE, is there any trick with macros (runmacro or aruser with command line parameters?) to have a Remedy form pop up in an instance of Remedy User that's already running? I think not, but somebody please correct me if I am wrong. ARS/Remedy User 6.3. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
SAS for Remedy Reporting: Anybody doing it? Done it?
Has anybody done or seen reports generated from Remedy data using SAS? We have such a setup that has worked fairly ok so far, but since there is no longer any SAS expertise in house, I'm trying to figure out if I should keep SAS or move away from it to what's more common...such as Business Objects. If anybody (a university?) is using SAS for this purpose, I would like to know what they think about SAS vs other tools (such as Business Object) for Remedy reporting. I inherited this fairly impressive report generation mechanism built using SAS (v9) scripts. It builds daily, weekly and monthly reports for different groups. Each group's (or each area's, meaning a cluster of groups') report is available over the web as a set of static html files. By clicking around, different reports showing different breakdowns of the same data is seen. Some reports can be drilled down to get to the actual tickets behind the data. There are many graphs too. It has worked pretty ok so far, and I have become good at doing some light maintenance/update. What impresses me about SAS is the ease with which data can be manipulated by SAS scripts with a few lines of script. And how easily reports/graphs can be produced. A few lines do what would take many many lines in other platforms. One downside is that connection to Remedy is at the database tables level, but using views it's not too bad. To think of it, BO does the same thing anyway. I am more familiar with BO/Crystal Reports. The big difference I see is that with BO, the report layout and delivery is emphasized, with the understanding that data is already pretty much laid out in the right format. With SAS, because of its original purpose (statistical analysis), you can easily manipulate, slice, dice data or merge data from different sources on the fly. Our scripts do quite a lot of this. If I go with BO (during an ARS/ITSM upgrade), I will have to deal with this data manipulation/merge. Anyway, those are the random thoughts for today. If you have any comment, pleasewell...comment. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Truncate the Distributed Pending tables
Joe, I would look to see if there are any tables other than T and H associated with this form and then, stop ARS and truncate the tables. As you mentioned. If you want to play safe, you can stop ARS, rename the T, H and any other associated table, and create the T, H and associated (empty) table. If you see issues after starting ARS, just get the old tables back. One last option is...actually the easiest one: delete the dist pending form and restart ARS. It should be recreated automatically when ARS comes back. When ARS starts, its designed to look for DSO license and on finding it, create DSO related forms automatically, if any doesn't exist. My DSO experience is with the older version...so you can check first to see if there are any joins created on dist pending form. It will actually tell you when you try to delete the form, if that's the case. With presence of a join, it gets a little more complicated, so you can fall back to the table removal. On Fri, Mar 12, 2010 at 7:50 PM, Joe Castleman joe.castle...@gmail.com wrote: All, Due to some runaway workflow (which I've since disabled) I ended up with 2.5 million records in the Distributed Pending table. This is after manually whittling it down from 3.5 million, 1 at a time, via the User client. Given the current transfer rate, it would take 10 days for the remaining queue to flush out by itself, assuming no connectivity problems (which I can't assume, but that's another problem). Will it hurt anything to simply run a SQL statement truncate table Txxx (and truncate table Hxxx) against the Distributed Pending form? I am afraid this wil cause 2.5 million Fail updates back to the source form, so I am thinking I should first stop AR Server. NOTE that I am not concerned about losing the pending DSO transactions (I am manually exporting the relevant source records, and importing them to the target server). Thanx in advance, Joe C. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Intergation Of Remedy with MS Outlook
Sumit, I would take it to be similar to opening a web page and play with the mailto:; URL syntax to encode from, subject etc. Default mail program in the client should open up. See this page for URL examples: http://email.about.com/library/misc/blmailto_encoder.htm On windows, Run Process with the following value will open the default mail client: start mailto:your parameters You can try it manually on a command line. If you have Mid-tier, this won't work, as Run Process doesn't work on the web. Plus it of course won't work on non-windows machines. One trick I would try is to create a View Field (hidden), and set it to mailto:...;. It should cause the default mail client to open up in Remedy User, in any browser, in any OS. If your users are Windows/Remedy User only, you could also try DDE/OLE instead, but the view field solution is the best in my opinion. Lastly, why Outlook? If they just want to be able to send email from within Remedy, have them type the values on a remedy form and use Notify action on a filter. --- On Mon, 3/8/10, Sumit Herwatta sumit.herwa...@gmail.com wrote: From: Sumit Herwatta sumit.herwa...@gmail.com Subject: Intergation Of Remedy with MS Outlook To: arslist@ARSLIST.ORG Date: Monday, March 8, 2010, 5:17 AM ** Hi, Is any one have done MS outlook integration with Remedy 7.0.1? We have to achieve the same for one of the requirement that has come across. On click of the BUtton details should be Automaticallyy copy to the Outlook mail.Like To,From , Subject, mail content etc. For any more details required please let me know. Regards _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Custom notification fields
Marcelo, If this is still relevant...see these filters: CHG:CSG:NewApprovalNotification-ParseApprovers-NotifySupport`! CHG:CSG:NewApprovalNotification-ParseApprovers-NotifyNonSupport`! These need update. In addition, you will have to update...add really...filters that look for the field tag (such as #field tag#) for the new field(s) and replace them with the value sent by the above filters. Similar to this filter you mentioned: NTE:SHR:TranslateNotificationMessageAPR_135 Good luck. --- On Tue, 2/16/10, Martinez, Marcelo A marc...@cpchem.com wrote: From: Martinez, Marcelo A marc...@cpchem.com Subject: Re: Custom notification fields To: arslist@ARSLIST.ORG Date: Tuesday, February 16, 2010, 11:52 AM Rabi, Thank you for the doc. I've briefly read it but will look at in more detail. I have done almost everything specified in the doc with the exception of modifying the filters which push data to the NTE:SYS.. control forms. For example: Filter NTE:SHR:TranslateNotificationMessageAPR_135 From: NTE:SYS-Group NT Control ; NTE:SYS-Individual NT Control Run If: 'Form Name01' = CHG:ChangeAPDetailSignature Action: Set Fields Read From: CURRENT TRANSACTION Field Name: z1D Translation Text Value: REPLACE($z1D Translation Text$, #Ticket ID#, $Request ID02 Ticket$) My take is that in order for this to work, a filter has already pushed the value for Request ID02 to the two NT Control forms. Correct? Well, I need to find out which filters are pushing that data so I can add my custom fields. Thanks for the DOC. Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Tuesday, February 16, 2010 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Custom notification fields Marcelo, See this doc: http://communities.bmc.com/communities/docs/DOC-8831 It's a generic document about customizing notifications in ITSM. The specific answer you are looking for (fields on approval related forms), I suspect, is not there, but it's a good reference document and might give you some leads. I was a self-described ITSM 7.x notification expert, but I haven't touched it in a while and I can't find my old notes at the moment. If I locate anything useful, I will send it your way. Worst case...turn on server side filter logging and trace the filters to see which one you need to update. Tedious, yes, but it's your ultimate and surefire weapon. Regards. On Tue, Feb 16, 2010 at 10:33 AM, Martinez, Marcelo A marc...@cpchem.com wrote: Looking to add custom fields to Notification Message Tag: CHG-APR-ApprovalNTForIndividual Can anyone help in identifying the filters which push data from CHG:APDetailSignature to NTE:SYS-NT Process Control. I have added my fields to the SYS:Form Field Selection form I have updated the filter NTE:SHR:TranslateNotificationMessageAPR_135 I have added my custom fields to the forms: NTE:SYS-NT Process Control ; NTE:SYS-Group NT Control ; NTE:SYS-Individual NT Control. Need to update filters which push data to the control forms. Thanks.. Marcelo Martinez ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Custom notification fields
Marcelo, See this doc: http://communities.bmc.com/communities/docs/DOC-8831 It's a generic document about customizing notifications in ITSM. The specific answer you are looking for (fields on approval related forms), I suspect, is not there, but it's a good reference document and might give you some leads. I was a self-described ITSM 7.x notification expert, but I haven't touched it in a while and I can't find my old notes at the moment. If I locate anything useful, I will send it your way. Worst case...turn on server side filter logging and trace the filters to see which one you need to update. Tedious, yes, but it's your ultimate and surefire weapon. Regards. On Tue, Feb 16, 2010 at 10:33 AM, Martinez, Marcelo A marc...@cpchem.com wrote: Looking to add custom fields to Notification Message Tag: CHG-APR-ApprovalNTForIndividual Can anyone help in identifying the filters which push data from CHG:APDetailSignature to NTE:SYS-NT Process Control. I have added my fields to the SYS:Form Field Selection form I have updated the filter NTE:SHR:TranslateNotificationMessageAPR_135 I have added my custom fields to the forms: NTE:SYS-NT Process Control ; NTE:SYS-Group NT Control ; NTE:SYS-Individual NT Control. Need to update filters which push data to the control forms. Thanks.. Marcelo Martinez ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Unicode enabled database with ARS 7.x+: Any benefit?
Hi all, did I get this right...that if I'm upgrading from ARS 6.x to ARS 7.x, I can choose to have the database (Oracle 11g) be non-Unicode. And that as long as English is the only language used for data entry and form/field labels etc, I am not losing anything by choosing to have Oracle be non-Unicode? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: CentOS: Installing ARS 7.x, ITSM 7.x on
Thanks Danny. That helps. On Thu, Feb 11, 2010 at 1:46 PM, Danny Kellett danny.kell...@strategicworkflow.com wrote: Yep, I have it running on a vm on Centos 4. Something. The AR version is 7.1 and ITSM 7.03. You have to edit the ar_install script to fool it as it looks for Red Hat etc though. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: 11 February 2010 18:42 To: arslist@ARSLIST.ORG Subject: CentOS: Installing ARS 7.x, ITSM 7.x on Doable? Any caveats? I'm trying to put together a test box. Decided to build my own machine using freebies after chasing the system people to get me a RHEL box or VM, with no results. :( (That's supposed to be an angry and sad emoticon). I will be setting up my own Oracle and perhaps apache instance as well. On CentOS. Fun. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Custom Change Management Application: Share?
Hi all, If anybody has a custom, stand alone Change Management application that you can share with me, let me know. It can be simple. Or complex (if it's ITILish). Prefer to have it run on ARS 6.3, but I may be able to use one based on ARS 7.x as well. I will also take one written on ARS 5, if its well written. I was planning to write a simple one, but figured that I shouldn't reinvent the wheel, because we don't have big or rigorous requirements. Now give me those wheels... I should have checked Dev. Community. Will do that too. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
CentOS: Installing ARS 7.x, ITSM 7.x on
Doable? Any caveats? I'm trying to put together a test box. Decided to build my own machine using freebies after chasing the system people to get me a RHEL box or VM, with no results. :( (That's supposed to be an angry and sad emoticon). I will be setting up my own Oracle and perhaps apache instance as well. On CentOS. Fun. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Changing Incident ID Prefix
Frank, You might want to get this doc before you get your next coffee: BMC Remedy Distributed Server Option (DSO) Implementation with BMC Remedy IT Service Management (Part Number: 107201). Has very detailed instructions. This doc replaces older documents with similar titles, so make sure you get the right one from the BMC support site. Good luck. On Tue, Feb 9, 2010 at 7:38 AM, Frank Caruso caruso.fr...@gmail.com wrote: ** So that DSO can be used to copy records to other Remedy servers and no have conflicting Incident IDs On Tue, Feb 9, 2010 at 3:36 PM, Matt Worsdell m...@worsy.co.uk wrote: FWIW I'd be taking the view that the effort does not make sufficient business sense. Throw in impact on upgrades and maintaining/documenting a further customisation, it makes even less sense. Why do they want to add two chars? Matt ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Getting Midtier to work on mobile devices: how far can it go?
I have given up on having midtier work, for now. I am testing ARSPerl sending plain html. I am trying to avoid javascript to maximize compatibility. It's amazing how much you can do by sending just html. I might add very simple javascript later on. I will update you guys later. So far, seeing list of tickets (basic console) works great. Mouseover balloon text that's possible with plain html is great. It allows me to have a compact listing of tickets while making details available on demand without a reload. --- On Mon, 12/14/09, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Re: Getting Midtier to work on mobile devices: how far can it go? To: arslist@arslist.org Date: Monday, December 14, 2009, 4:38 PM I could sure use a lesson in clear communication. I am not asking this question right. I know Rick that there are many vendors that since forever have been selling wares to enable mobile devices to access Remedy applications. God bless these fine folks and their ingenuity. I also know that it's unrealistic to expect form/workflow designed for windows client or regular browser to fully work on mobile devices, as html and javascript support in mobile browsers is limited. Not to mention the difference in screen size, speed. My intention is to come up with simplified forms/workflow for mobile devices to have them work without third party products. At least for a small set of devices/browsers. Given what I have seen so far for HTC Eris Droid, it won't be possible or will be very funky (such as replace menus with buttons that open a form with a table listing menu choices), because menus don't work, can't double click on a table etc. I'm sure there are more caveats for Droid, and different caveats for other devices. So I am interested in hearing from anyone who has tried to get simplified Remedy forms/workflow to work on any Mobile device/browser using nothing but the good old midtier.. What midtier and Device/browser, did you try and how well did it work (or not)? I have midtier 7.1 p7 / Tomcat on Sun. I thought a lot would have a lot to say on this topic. Or are my users and I just too wishful to want mobile device support and not to want to pay for and maintain third party products? On Mon, Dec 14, 2009 at 3:56 PM, Rick Cook remedyr...@gmail.com wrote: ** People have been using Remedy on Blackberry and Palm devices for years. Aeroprise, MobileReach, and a slew of other companies have written apps and plugins to do just that. If you are trying to do it without one of those apps, you could size down a view of a form and view it on any device that can run a browser. I would recommend that you make a small front-end form for that use, so that all of the Active Links associated with a big form won't load onto the device and eat up its memory. Rick On Mon, Dec 14, 2009 at 12:49 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Joe, Droid is Google's operating system that uses a Webkit based browser. iPhone's browser is built on Webkit too. I don't want to get hung up on the specifics. I just want to hear about successes and failures from people that have tried to get Midtier to work on different mobile devices. Anybody? --- On Mon, 12/14/09, Joe D'Souza jdso...@shyle.net wrote: From: Joe D'Souza jdso...@shyle.net Subject: Re: Getting Midtier to work on mobile devices: how far can it go? To: arslist@ARSLIST.ORG Date: Monday, December 14, 2009, 2:35 AM Hey Rabi, I assumed your smartphone (since you claimed you are using that) is loaded with Windows mobile OS which is a MS product and uses Internet Explorer as its browser.. I was and still am under the impression that it was Microsoft that first coined the term smartphones for devices that were PDA's with a phone function included.. Hence my assumption that you had IE on your phone.. It has nothing to do on the day of the week I swear - such things have an effect on only mortal humans haha!! On a serious note, if you do not have IE, you must be using either a mac phone (iPhone) or a blackberry?? Or maybe even the latest Nuvi Garmin phone or one of the Nokia PDA/phones? In that case yes it MAY not be IE - About 5 years ago I did have had a fancy Nokia phone that was not a Windows mobile phone and did have IE in its OS... If it is not IE that you are using then there is your small problem in the first place. The Mid-Tier application was generally tested for IE browsers on PC's and to the best of my
Helpdesk 5.0 on ARS 7.1?
Hi, has anybody tried upgrading a system with Helpdesk 5.0 to ARS 7.1? or 7.5? ARS 7.1's docs say it can handle Helpdesk 5.5 or higher. I am wondering what in Helpdesk 5.0 will cause any issue. I am on ARS 6.3/Solaris/Oracle 9/Midtier 7.1. I want to get to the highest ARS level without breaking Helpdesk 5.0 (or whatever minor version I have that's not .5). My personal pick is the RAPP service in Helpdesk 5. Never liked it and I am afraid that it will prevent me from going higher than ARS 6.3. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Getting Midtier to work on mobile devices: how far can it go?
Joe, Droid is Google's operating system that uses a Webkit based browser. iPhone's browser is built on Webkit too. I don't want to get hung up on the specifics. I just want to hear about successes and failures from people that have tried to get Midtier to work on different mobile devices. Anybody? --- On Mon, 12/14/09, Joe D'Souza jdso...@shyle.net wrote: From: Joe D'Souza jdso...@shyle.net Subject: Re: Getting Midtier to work on mobile devices: how far can it go? To: arslist@ARSLIST.ORG Date: Monday, December 14, 2009, 2:35 AM Hey Rabi, I assumed your smartphone (since you claimed you are using that) is loaded with Windows mobile OS which is a MS product and uses Internet Explorer as its browser.. I was and still am under the impression that it was Microsoft that first coined the term smartphones for devices that were PDA's with a phone function included.. Hence my assumption that you had IE on your phone.. It has nothing to do on the day of the week I swear - such things have an effect on only mortal humans haha!! On a serious note, if you do not have IE, you must be using either a mac phone (iPhone) or a blackberry?? Or maybe even the latest Nuvi Garmin phone or one of the Nokia PDA/phones? In that case yes it MAY not be IE - About 5 years ago I did have had a fancy Nokia phone that was not a Windows mobile phone and did have IE in its OS.. If it is not IE that you are using then there is your small problem in the first place. The Mid-Tier application was generally tested for IE browsers on PC's and to the best of my knowledge IE browsers on wireless devices as well. I am not sure if it is even tested for blackberries.. I used the mid tier application on a my older phone that had a Windows 6 OS and did not have the same problem you said you are experiencing which is why I suggested downgrading it to a lower version (just in case the newer one is not compatible).. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Rabi Tripathi Sent: Sunday, December 13, 2009 11:58 PM To: arslist@ARSLIST.ORG Subject: Re: Getting Midtier to work on mobile devices: how far can it go? Joe: You said (a lot)-- Try lower version of IE. Try newer phone firmware. Consider it a bug on the phone browser. Open a ticket with phone company to find out why midtier won't work on their browser. It's not IE...but it's a Sunday reply, so I have to thank you. :) --- On Sun, 12/13/09, Joe D'Souza jdso...@shyle.net wrote: From: Joe D'Souza jdso...@shyle.net Subject: Re: Getting Midtier to work on mobile devices: how far can it go? To: arslist@ARSLIST.ORG Date: Sunday, December 13, 2009, 5:48 PM Rabi, This could well be a problem with the version of IE used in your smart phone.. try backdating (if a lower version is available) or updating the HTC phones firmware if an update is available, so you can check if a previous version or a later released version works better? Also it looks like a bug with the browser on the smart phone since all these things work on browsers on a PC including non IE browsers such as safari and FireFox with a few limitations that are not really that significant.. So I may raise a ticket with the vendors of your phone too and have them try out what you are experiencing and compare the difference from a PC and a smart phone in case you have your applications deployed on the web so they could access your pages and experience your problems first hand.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Rabi Tripathi Sent: Sunday, December 13, 2009 5:15 PM To: arslist@ARSLIST.ORG Subject: Re: Getting Midtier to work on mobile devices: how far can it go? One more thing with Eris Droid: double clicking on a table row is not registered, because that is intercepted by Droid to do a zoom out. This can perhaps be changed in Droid configuration. --- On Sun, 12/13/09, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Getting Midtier to work on mobile devices: how far can it go? To: arslist@arslist.org Date: Sunday, December 13, 2009, 5:08 PM Hi all, I just started testing Midtier performance on Smart Phone browsers. It appears that forms and workflow tend to work on phone browsers, but have limitations. Has anybody played around with this? Your experience? I am trying a custom console form on HTC Eris Droid that I just got from Verizon. This and many other more complex pages render fine, but when working on the forms, there are some issues. The most annoying for me at this point are: -Menu selection doesn't work. Menus list items ok, but I can't
Re: Getting Midtier to work on mobile devices: how far can it go?
I could sure use a lesson in clear communication. I am not asking this question right. I know Rick that there are many vendors that since forever have been selling wares to enable mobile devices to access Remedy applications. God bless these fine folks and their ingenuity. I also know that it's unrealistic to expect form/workflow designed for windows client or regular browser to fully work on mobile devices, as html and javascript support in mobile browsers is limited. Not to mention the difference in screen size, speed. My intention is to come up with simplified forms/workflow for mobile devices to have them work without third party products. At least for a small set of devices/browsers. Given what I have seen so far for HTC Eris Droid, it won't be possible or will be very funky (such as replace menus with buttons that open a form with a table listing menu choices), because menus don't work, can't double click on a table etc. I'm sure there are more caveats for Droid, and different caveats for other devices. So I am interested in hearing from anyone who has tried to get simplified Remedy forms/workflow to work on any Mobile device/browser using nothing but the good old midtier. What midtier and Device/browser, did you try and how well did it work (or not)? I have midtier 7.1 p7 / Tomcat on Sun. I thought a lot would have a lot to say on this topic. Or are my users and I just too wishful to want mobile device support and not to want to pay for and maintain third party products? On Mon, Dec 14, 2009 at 3:56 PM, Rick Cook remedyr...@gmail.com wrote: ** People have been using Remedy on Blackberry and Palm devices for years. Aeroprise, MobileReach, and a slew of other companies have written apps and plugins to do just that. If you are trying to do it without one of those apps, you could size down a view of a form and view it on any device that can run a browser. I would recommend that you make a small front-end form for that use, so that all of the Active Links associated with a big form won't load onto the device and eat up its memory. Rick On Mon, Dec 14, 2009 at 12:49 PM, Rabi Tripathi ars_l...@yahoo.com wrote: Joe, Droid is Google's operating system that uses a Webkit based browser. iPhone's browser is built on Webkit too. I don't want to get hung up on the specifics. I just want to hear about successes and failures from people that have tried to get Midtier to work on different mobile devices. Anybody? --- On Mon, 12/14/09, Joe D'Souza jdso...@shyle.net wrote: From: Joe D'Souza jdso...@shyle.net Subject: Re: Getting Midtier to work on mobile devices: how far can it go? To: arslist@ARSLIST.ORG Date: Monday, December 14, 2009, 2:35 AM Hey Rabi, I assumed your smartphone (since you claimed you are using that) is loaded with Windows mobile OS which is a MS product and uses Internet Explorer as its browser.. I was and still am under the impression that it was Microsoft that first coined the term smartphones for devices that were PDA's with a phone function included.. Hence my assumption that you had IE on your phone.. It has nothing to do on the day of the week I swear - such things have an effect on only mortal humans haha!! On a serious note, if you do not have IE, you must be using either a mac phone (iPhone) or a blackberry?? Or maybe even the latest Nuvi Garmin phone or one of the Nokia PDA/phones? In that case yes it MAY not be IE - About 5 years ago I did have had a fancy Nokia phone that was not a Windows mobile phone and did have IE in its OS.. If it is not IE that you are using then there is your small problem in the first place. The Mid-Tier application was generally tested for IE browsers on PC's and to the best of my knowledge IE browsers on wireless devices as well. I am not sure if it is even tested for blackberries.. I used the mid tier application on a my older phone that had a Windows 6 OS and did not have the same problem you said you are experiencing which is why I suggested downgrading it to a lower version (just in case the newer one is not compatible).. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Rabi Tripathi Sent: Sunday, December 13, 2009 11:58 PM To: arslist@ARSLIST.ORG Subject: Re: Getting Midtier to work on mobile devices: how far can it go? Joe
Re: Getting Midtier to work on mobile devices: how far can it go?
Thanks Jason. Your'e right about the situation getting better. The only reason I am taking this trouble at this point is that the pages look fantastic on my phone...even complex forms used in regular browsers. I can login without any issue. Many of the buttons work. So, I feel that there is not a whole lot standing between a simple working form and what I see now. That by using a simple form, a limited set of workflow and using some workarounds, I can get a small set of mobile devices to work with midtier. That's the dream anyway and I may just be overreacting to what reviewers say is the excellent ability of HTC Eris to render web pages. I am also looking at ARSPERL to send html and limited javascript back to the browser. Not the most elegant and scalable solution, but will work. On Mon, Dec 14, 2009 at 5:40 PM, Jason Miller jason.mil...@gmail.com wrote: ** We have tried for years as the device get more powerful and the MT gets faster. To this day we are yet to find a device that can utilize enough functionality to be usable. The closest we have come is with the newer generation Blackberries (Storm/Tour) and the iPhone with both MT 7.1 and 7.5. We can get authenticated and load a very basic form display only form. We have see similar issues where tables to not work as designed, buttons and Active Links do not work. It doesn't take too complex of a form to make a Blackberry display an error that the page is too large to load. We are closer than we have ever been but not quite there yet. We are supposed to be getting a few demo phones not sure if there is any kind of NDA so I will not state the device that are claimed to have full browser functionality including flash. We'll see how these work when they materialize. Jason On Mon, Dec 14, 2009 at 1:38 PM, Rabi Tripathi ars_l...@yahoo.com wrote: I could sure use a lesson in clear communication. I am not asking this question right. I know Rick that there are many vendors that since forever have been selling wares to enable mobile devices to access Remedy applications. God bless these fine folks and their ingenuity. I also know that it's unrealistic to expect form/workflow designed for windows client or regular browser to fully work on mobile devices, as html and javascript support in mobile browsers is limited. Not to mention the difference in screen size, speed. My intention is to come up with simplified forms/workflow for mobile devices to have them work without third party products. At least for a small set of devices/browsers. Given what I have seen so far for HTC Eris Droid, it won't be possible or will be very funky (such as replace menus with buttons that open a form with a table listing menu choices), because menus don't work, can't double click on a table etc. I'm sure there are more caveats for Droid, and different caveats for other devices. So I am interested in hearing from anyone who has tried to get simplified Remedy forms/workflow to work on any Mobile device/browser using nothing but the good old midtier. What midtier and Device/browser, did you try and how well did it work (or not)? I have midtier 7.1 p7 / Tomcat on Sun. I thought a lot would have a lot to say on this topic. Or are my users and I just too ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Getting Midtier to work on mobile devices: how far can it go?
Hi all, I just started testing Midtier performance on Smart Phone browsers. It appears that forms and workflow tend to work on phone browsers, but have limitations. Has anybody played around with this? Your experience? I am trying a custom console form on HTC Eris Droid that I just got from Verizon. This and many other more complex pages render fine, but when working on the forms, there are some issues. The most annoying for me at this point are: -Menu selection doesn't work. Menus list items ok, but I can't click on any of the item. The click either doesn't register, or if the click happened over a field in the background, the background field gets the click. -Native buttons such save, don't seem to work. Since what browsers get back from midtier is DHTML (HTML+javascript+...), and many (most?) mobile browsers support basic HTML and javascript. I was hoping to get a much better result. basic is perhaps the key here. Any comments? Don't tell me my expectations are out of line. At least in a user community with a limited number of devices/browsers, I would like to see midtier be usable. I can live with some limitations. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Getting Midtier to work on mobile devices: how far can it go?
One more thing with Eris Droid: double clicking on a table row is not registered, because that is intercepted by Droid to do a zoom out. This can perhaps be changed in Droid configuration. --- On Sun, 12/13/09, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Getting Midtier to work on mobile devices: how far can it go? To: arslist@arslist.org Date: Sunday, December 13, 2009, 5:08 PM Hi all, I just started testing Midtier performance on Smart Phone browsers. It appears that forms and workflow tend to work on phone browsers, but have limitations. Has anybody played around with this? Your experience? I am trying a custom console form on HTC Eris Droid that I just got from Verizon. This and many other more complex pages render fine, but when working on the forms, there are some issues. The most annoying for me at this point are: -Menu selection doesn't work. Menus list items ok, but I can't click on any of the item. The click either doesn't register, or if the click happened over a field in the background, the background field gets the click. -Native buttons such save, don't seem to work. Since what browsers get back from midtier is DHTML (HTML+javascript+...), and many (most?) mobile browsers support basic HTML and javascript. I was hoping to get a much better result. basic is perhaps the key here. Any comments? Don't tell me my expectations are out of line. At least in a user community with a limited number of devices/browsers, I would like to see midtier be usable. I can live with some limitations. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Getting Midtier to work on mobile devices: how far can it go?
Joe: You said (a lot)-- Try lower version of IE. Try newer phone firmware. Consider it a bug on the phone browser. Open a ticket with phone company to find out why midtier won't work on their browser. It's not IE...but it's a Sunday reply, so I have to thank you. :) --- On Sun, 12/13/09, Joe D'Souza jdso...@shyle.net wrote: From: Joe D'Souza jdso...@shyle.net Subject: Re: Getting Midtier to work on mobile devices: how far can it go? To: arslist@ARSLIST.ORG Date: Sunday, December 13, 2009, 5:48 PM Rabi, This could well be a problem with the version of IE used in your smart phone.. try backdating (if a lower version is available) or updating the HTC phones firmware if an update is available, so you can check if a previous version or a later released version works better? Also it looks like a bug with the browser on the smart phone since all these things work on browsers on a PC including non IE browsers such as safari and FireFox with a few limitations that are not really that significant.. So I may raise a ticket with the vendors of your phone too and have them try out what you are experiencing and compare the difference from a PC and a smart phone in case you have your applications deployed on the web so they could access your pages and experience your problems first hand.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Rabi Tripathi Sent: Sunday, December 13, 2009 5:15 PM To: arslist@ARSLIST.ORG Subject: Re: Getting Midtier to work on mobile devices: how far can it go? One more thing with Eris Droid: double clicking on a table row is not registered, because that is intercepted by Droid to do a zoom out. This can perhaps be changed in Droid configuration. --- On Sun, 12/13/09, Rabi Tripathi ars_l...@yahoo.com wrote: From: Rabi Tripathi ars_l...@yahoo.com Subject: Getting Midtier to work on mobile devices: how far can it go? To: arslist@arslist.org Date: Sunday, December 13, 2009, 5:08 PM Hi all, I just started testing Midtier performance on Smart Phone browsers. It appears that forms and workflow tend to work on phone browsers, but have limitations. Has anybody played around with this? Your experience? I am trying a custom console form on HTC Eris Droid that I just got from Verizon. This and many other more complex pages render fine, but when working on the forms, there are some issues. The most annoying for me at this point are: -Menu selection doesn't work. Menus list items ok, but I can't click on any of the item. The click either doesn't register, or if the click happened over a field in the background, the background field gets the click. -Native buttons such save, don't seem to work. Since what browsers get back from midtier is DHTML (HTML+javascript+...), and many (most?) mobile browsers support basic HTML and javascript. I was hoping to get a much better result. basic is perhaps the key here. Any comments? Don't tell me my expectations are out of line. At least in a user community with a limited number of devices/browsers, I would like to see midtier be usable. I can live with some limitations. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ITIL Service Catalog templates? Change/Release Deployment process samples?
David, can you explain what IT Service Management Solution Pack means? If I have Service Desk only, do I qualify? On Mon, Dec 7, 2009 at 1:30 PM, Easter, David david_eas...@bmc.com wrote: Lastly, BMC's SMPM tool would be very helpful. I posted a question about who is entitled to a non-trial version, but got no replies. The full versions of SMPM is provided with the purchase of the IT Service Management Solution Pack. The two versions can also be purchased separately, although that is under the legacy selling model - so your BMC partner or sales person may have to get an exception to sell them à la carte. They are called: BMC Service Management Process Model for Service Delivery BMC Service Management Process Model for Service Support -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: On a browser, Diary field pop up has no ticket number. User unhappy
I edited these files to make this happen (midtier 7.1 in a solaris box):
.../resources/ie/javascript/ClientCore.js
.../resources/moz/javascript/ClientCore.js
.../resources/saf/javascript/ClientCore.js
Added this part on a line on each
+ # + F(1).G().toString()
so that the new line looks like:
var title = getLocalizedMessage({0} ({1}) -- {2}, [tpre + # +
F(1).G().toString(), ARKWGetStringByIdx(7), F(fieldid).GLabel()]);
This is a hack, because next midtier patch might overwrite this update. But I
will live with the burden of having to redo it.
This shouldn't be a hack. They should really add something like this to their
code.
BMC wasn't helpful. First level support first said it's as designed and told me
to tell the user not to keep more than ticket open at a time and not to keep
more than one diary or char popups open.
I didn't buy that and asked for a workaround and also an enhancement request. I
was told the engineers said there's no workaround. And my enhancement request
was subsequently rejected, without much convincing argument.
So I set out to find a local workaround.
In ARsx 7.5(?), I'm told diary fields don't give you popups, so this is not an
issue. Haven't seen it.
--- On Tue, 11/10/09, Rabi Tripathi ars_l...@yahoo.com wrote:
From: Rabi Tripathi ars_l...@yahoo.com
Subject: On a browser, Diary field pop up has no ticket number. User unhappy
To: arslist@arslist.org
Date: Tuesday, November 10, 2009, 1:04 PM
Hi all, when a user has multiple
tickets open on a browser and has one or more Work Log (or
any diary field)'s detailed Edit window open, there's
nothing on the window(s) to tell which ticket the Work Log
Edit window belongs to.
As was inevitable, a user is unhappy. I want to tell him to
not keep more than one Work Log edit window open at a time,
but does anybody have a better suggestion?
I could do a workaround like add ticket number in the Work
Log at the top on submission. But I think I need to do it
with Active Link to have it at the top, as filters will only
append to the content at the end. Won't work for tickets not
submitted with proper clients. And people may have reversed
the diary order...but i could tell them that if they want to
see tix number, they keep the default order. Not a good
solution overall.
Has this come up in any environment?
ARS 6.3, Midtier 7.1, Apache.
___
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Re: ARSPERL on RHEL to talk to ARS 6.3? - RESOLVED
--- On Fri, 12/4/09, Grooms, Frederick W fre Thanks guys, this helps. --- On Fri, 12/4/09, Grooms, Frederick W frederick.w.gro...@xo.com wrote: From: Grooms, Frederick W frederick.w.gro...@xo.com Subject: Re: ARSPERL on RHEL to talk to ARS 6.3? To: arslist@ARSLIST.ORG Date: Friday, December 4, 2009, 2:15 PM ARSPerl 1.9.1 (and later) supports the 7.1 libraries. You can use the 7.1 libraries to connect to a 6.3 server. I believe you still need to use a 32 bit version of perl (which will run on the 64 bit version of RHEL). The Makefile.PL in step 2 defaults to version 7.1 of the libraries: # STEP 2 - Choose your version of ARS FROM THE FOLLOWING LIST # # 2.0 2.1 3.0 3.1 3.2 4.0 4.52 5.0 6.0 6.01 6.3 7.0 7.1 # # notes # - if there is a maintenace number (e.g. 4.5.2) # then use 4.52 NOT 4.5.2 # - ONLY use the choices listed above. note that # not all versions are on the list. specify the # version that is closest to yours without exceeding # your version (e.g. for 4.5 you would specify 4.0, NOT # 4.52) # $ARSVERSION = 7.1; Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Friday, December 04, 2009 1:06 PM To: arslist@ARSLIST.ORG Subject: ARSPERL on RHEL to talk to ARS 6.3? Is anybody doing this? Has anybody successfully complied ARSPerl on Red Hat Enterprise Linux 4 or 5 ? I believe we have 64bit servers. ARSPerl 1.9 install guide talks about needing ARS 2-5 API libraries. However arsperl.org web site talks about being compatible with ARS 7.1. Does anybody know if that means ARSPerl can use 7.1 libraries or that ARSPerl using older ARS libraries can talk to ARS 7.1? I need to move ARSPerl setup from a solaris box to RHEL box. The ARS server is 6.3, so I think I need 6.3 ARS libraries or earlier to work on RHEL. Not sure if such libraries exist. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ITIL Service Catalog templates? Change/Release Deployment process samples?
Hi all: I'm working on a sort of a proof of concept about adopting ITIL best practices and working on drafting a simple Service Catalog that I intend to use as an illustration. Does anybody have templates they have used, or would you mind sharing a part of your actual Service Catalog as a sample? I am thinking simple text/MS Word documents. If you use a tool such as Newscale's, perhaps there's an export function to get text descriptions? I am also working on drafting a simple Change and Release Deployment Management processes, mainly to serve as an illustration, but also as a starting point for our processes, if all the start aling. For CM, ITIL has model processes (not very detailed), but for RD Management, I can't find anything. If anybody can share what they have, that would be awesome. Lastly, BMC's SMPM tool would be very helpful. I posted a question about who is entitled to a non-trial version, but got no replies. If you've come this far, you probably know a thing about it. Please comment if you can. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARSPERL on RHEL to talk to ARS 6.3?
Is anybody doing this? Has anybody successfully complied ARSPerl on Red Hat Enterprise Linux 4 or 5 ? I believe we have 64bit servers. ARSPerl 1.9 install guide talks about needing ARS 2-5 API libraries. However arsperl.org web site talks about being compatible with ARS 7.1. Does anybody know if that means ARSPerl can use 7.1 libraries or that ARSPerl using older ARS libraries can talk to ARS 7.1? I need to move ARSPerl setup from a solaris box to RHEL box. The ARS server is 6.3, so I think I need 6.3 ARS libraries or earlier to work on RHEL. Not sure if such libraries exist. TIA. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Interactive Intelligence Call Center Software Solution
--- On Mon, 11/23/09, Tony Worthington Tony.Worthing Ok, thanks Tony. --- On Mon, 11/23/09, Tony Worthington tony.worthing...@kohls.com wrote: From: Tony Worthington tony.worthing...@kohls.com Subject: Re: Interactive Intelligence Call Center Software Solution To: arslist@ARSLIST.ORG Date: Monday, November 23, 2009, 1:05 PM ** Different team so I'm not sure on specific products. We use various i3 products in different areas. My part (Remedy) would interface with CIC -- inbound Help Desk calls. http://www.inin.com/ProductSolutions/Pages/Customer-Interaction-Center.aspx Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthing...@kohls.com From: Rabi Tripathi ars_li ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: AREA authentication with CAS
Sereche, I briefly looked at doing something similar, but I have put it on hold for now. Part of the issue was that I don't understand all the terminologies and concepts involved in the literature out there about authentication/authorization mechanisms to make much sense and to figure out what is the best course of action for me. Not a situation I like being in, but I couldn't spend much time to overcome it. Here's a tip of potentially dubious value: It appears that use of Kerberos may simplify what you are trying to do. People have sample code for Kerberos based authentication with Remedy. CAS I believe can handle that. In my case, it appeared that doing authentication for web based clients is easier than doing it for Windows client. I have a mixed client base, so that doesn't help much. Another trivia...Remedy can handle authentication through LDAP very easily, no code required. So, if your LDAP is setup to talk to CAS, organizations have used Remedy-LDAP-CAS or CAS like authentication system to do authentication. Remedy won't know and won't care that LDAP is just a relay and is having CAS do the real authentication. Here's something worth a look: http://www.ibm.com/developerworks/web/library/wa-singlesign/ Sorry, I just have these random tidbits. On Tue, Nov 24, 2009 at 10:36 AM, Remedy Maniac remedy.man...@googlemail.com wrote: dear listers, I have to implement the AREA using the CAS (http://www.jasig.org/cas) I am wondering whether some body form this list has already implemented such a solution and whether I could get some help ? I saw Mikhail has posted a similar question on http://communities.bmc.com/communities/thread/32071?tstart=0 But apparently he got no answer. I am wondering if anybody knows what he has been doing with his concern? Thanks for any suggestion/idea/help you could provide. Siriche ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Service Management Process Model (SMPM): version 7.5/6? How to get a real copy?
Hi all, I see that SMPM 7.1 is available on BMC's support site. Is there anything newer? Also, what you can download from the site is an eval copy. How do you get a real copy? Looks like organization with just ARS and Service Desk license are not entitled to it. How much does it cost and is it worth paying to get the extra in the paid version? --- If you're wondering what's SMPM: It's BMC's Service Management Process Model introduced with ITSM 7.?. For me, it's a group of clickable process maps that describe ITIL processes automated by ITSM products, such as Incident Management, Change Management, Release Management. They also reference steps you would take in ITSM apps to move along the process. Very useful. It's supposed to fill the gap that existed between ITIL's guidelines and actual use of the tool/process. ITIL mostly describes guidelines in words/pictures, but gives you no comprehensive process map. ITSM in the past has been fuzzy about the process it automates. SMPM is intended to demonstrate an ITIL like process that maps to the ITSM applications and their specific features, workflow. It's customizable, so if you adopt a customized tool/process, SMPM can reflect that. Never used it, but sounds very useful. http://media.cms.bmc.com/documents/USA-Corporate-attachments-EMA-BMC-SMPM-Bridging-the-Gap-Between-ITIL-and-Reality.pdf ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Interactive Intelligence Call Center Software Solution: any opinion?
This tool promises a lot: http://www.inin.com/ProductSolutions/Pages/default.aspx Does anybody have any opinion? Anybody integrated any of its capabilities with Remedy? Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Interactive Intelligence Call Center Software Solution
On Mon, Nov 23, 2009 at 11:54 AM, Tony Tony, What features do you use? On Mon, Nov 23, 2009 at 11:54 AM, Tony Worthington tony.worthing...@kohls.com wrote: ** We use i3 here. We have a plan to eventually integrate but haven't gotten there yet. I would also be interested to know if anyone has done a CIC-Remedy integration. Tony Worthington | Sr. Technical Analyst | Kohl’s Department Stores N56 W17000 Ridgewood Drive | Menomonee Falls, WI 53051 | office: (262) 703-7763 | e-mail: tony.worthing...@kohls.com From: Rabi Tripathi ars_l...@yahoo.com To: arsl...@arslist.or ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
On a browser, Diary field pop up has no ticket number. User unhappy
Hi all, when a user has multiple tickets open on a browser and has one or more Work Log (or any diary field)'s detailed Edit window open, there's nothing on the window(s) to tell which ticket the Work Log Edit window belongs to. As was inevitable, a user is unhappy. I want to tell him to not keep more than one Work Log edit window open at a time, but does anybody have a better suggestion? I could do a workaround like add ticket number in the Work Log at the top on submission. But I think I need to do it with Active Link to have it at the top, as filters will only append to the content at the end. Won't work for tickets not submitted with proper clients. And people may have reversed the diary order...but i could tell them that if they want to see tix number, they keep the default order. Not a good solution overall. Has this come up in any environment? ARS 6.3, Midtier 7.1, Apache. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Integer Field Validation
Vani, what version is your client? Non digit keys other than a + or - should not even register on an integer field. Try changing the field's display property (Display Type) to a numeric spinner, instead of edit --- On Tue, 11/10/09, Vani Masilamani va...@virtusa.com wrote: From: Vani Masilamani va...@virtusa.com Subject: Integer Field Validation To: arslist@ARSLIST.ORG Date: Tuesday, November 10, 2009, 1:37 AM ** Hi All, Remedy converts character as zero in an integer field. Is there a way to throw an error when a button is clicked, after a character is entered in an integer field? Thanks, Vani - This message, including any attachments, contains confidential information intended for a specific individual and purpose, and is intended for the addressee only. Any unauthorized disclosure, use, dissemination, copying, or distribution of this message or any of its attachments or the information contained in this e-mail, or the taking of any action based on it, is strictly prohibited. If you are not the intended recipient, please notify the sender immediately by return e-mail and delete this message. - _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Authenticating Remedy users using Kerberos??
Hi folks, Has anyone done a setup where Remedy users are authenticated directly by Kerberos, without having LDAP in the middle? I know Remedy talking to LDAP talking to Kerberos has been done, but I've been asked to take LDAP out of the picture. Integration guide (looked at v 7.5) does mention Kerberos, in the same sentence as LDAP, but I haven't found much info on how to do this with Kerberos. I have ARS 6.3, by the way, but I can go to a higher version. With Kerberos APIs and Remedy's AREA APIs it should be doable. Both client and server side code will be needed, because the way Remedy's authentication is architected, the client can't vouch for the ID of the user; that's done by the AREA plugin at the server side, so it seems that on the client side the authentication should happen and the resulting ticket is what's passed to AREA plugin, which is then what gets verified there. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Standard Encryption that comes free with AR Server: Not active by default?
The release notes for Encryption product says that standard encryption for communication between remedy client and server comes free with purchase of AR Server, and that the encryption logic is built into the standard executables for servers/clients. As opposed to premium and performance level of encryptions, which need to be paid for, licensed and installed separately. On reading the doc, it appears that the free standard level of encryption that everybody gets for free is NOT enabled by default, unless you take the time to add this and other related lines in ar.conf: Encrypt-Public-Key-Algorithm: 4 Did I get this right? If I did, has anybody enabled the standard encryption and found any significant changes in performance of any client? Thanks. --- The guide I refer to above is: BMC ® Remedy® Encryption Products 7.0 Release Notes and Installation Guide http://documents.bmc.com/supportu/documents/16/76/61676/61676.pdf ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
ARS/ITSM 7.5 on Solaris/Intel box? On Sun's Virtual Box for Intel?
Hi folks, I need to create a ARS 7.5/ITSM setup to play with. Preferably on Solaris. I have no Sun box readily available. I'm thinking of either using a dedicated Intel box with Solaris, or just use Sun's Virtual box on my existing Windows PC. (http://dlc.sun.com/virtualbox/vboxdownload.html) Anybody done either? ARS 7.5 compatibility matrix has bad news: Solaris running on x86 or x64 processors is not supported. But, is not the same as saying it will notwork, so I want to take my chances, unless somebody tells me...forget it. I'm not sure if code like ARS' written for Solaris is hardware dependent. Is it? What happened to abstraction? Searches I tried on arslist turned up nothing, so I have a feeling either I am wasting my time with this idea, or my search skills are not as good as i think they are. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: ARS/ITSM 7.5 on Solaris/Intel box? On Sun's Virtual Box for Intel?
However, if you want to Lyle, Ok, may be I was being too optimistic. However, if you want to use PC/Mac analogy, you should talk about Windows on Intel vs Windows on PowerPC, if such a thing ever existed. I know people ran windows stuff on Mac/PowerPC using emulation software, but that's not the same as using Windows on PowerPC, which would be the right analogy. OS at the core is an abstraction over the hardware, and is made up of APIs that shield or prevent the programmer from dealing with intimate details of the hardware. Or so I think. Most programs/programmers don't worry about how many registers of what kind, op code, what machine langauge, what BUS, what file system etc is underneath. When Sun ports Solaris to Intel, aren't they the ones that would make sure that machine code in executables somehow run ok on Intel boxes, through whatever means necessary? Or, I guess BMC is supposed to merely recompile everyting on Solaris/windows to get machine code for Itenl, and that's what's lacking. When the compatibility matrix says not supported, it's misleading to me, as that term is often used to indicate that the only thing lacking is a thorough official testing. If it said doesn't work, I wouldn't be typing this. On Tue, Sep 15, 2009 at 12:02 PM, Lyle Taylor tayl...@ldschurch.org wrote: There's a big difference between Solaris running on Sun processors and Solaris running on Intel processors. It's kind of like the difference between PCs and the old Macintoshes (before they switched to using Intel processors). Basically, it's an entirely different hardware platform, and the binaries are compiled for the specific hardware platform they are intended to run on. Abstraction has nothing to do with it. Basically, if the AR server was compiled for Sun processors, it simply will not run on Intel processors. Lyle -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rabi Tripathi Sent: Tuesday, September 15, 2009 9:56 AM To: arslist@ARSLIST.ORG Subject: ARS/ITSM 7.5 on Solaris/Intel box? On Sun's Virtual Box for Intel? Hi folks, I need to create a ARS 7.5/ITSM setup to play with. Preferably on Solaris. I have no Sun box readily available. I'm thinking of either using a dedicated Intel box with Solaris, or just use Sun's Virtual box on my existing Windows PC. (http://dlc.sun.com/virtualbox/vboxdownload.html) Anybody done either? ARS 7.5 compatibility matrix has bad news: Solaris running on x86 or x64 processors is not supported. But, is not the same as saying it will notwork, so I want to take my chances, unless somebody tells me...forget it. I'm not sure if code like ARS' written for Solaris is hardware dependent. Is it? What happened to abstraction? Searches I tried on arslist turned up nothing, so I have a feeling either I am wasting my time with this idea, or my search skills are not as good as i think they are. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
For midtier/tomcat gurus. Tomcat configuration question
Hi all, I'm trying to install midtier 7.1 on a solaris box with apache 2.2.8 and tomcat 5.5.25. This apache server hosts many instances of tomcat for use besides Remedy and it already has parameters configured that mid-tier install seems to ignore, so it's not working for me. My main tomcat admin is out, so it's not helping much. Midtier installer writes this at the end of httpd.conf JkWorkersFile /var/tomcat/.../remedy/conf/arsysworker.properties JkOptions +ForwardURIEscaped +ForwardURICompatUnparsed This doesn't work because there is already a line such as... JkWorkersFile /someotherlocation/workers.properties ...on httpd.conf and you can't set this property twice. The referenced workers.properties file has lines such as this...note that remedy specific lines are at the end...as added by tomcat admin: worker.list= ...,atg_lb, art_lb, wind_lb, rtlt_lb, remedy_lb, jkstatus ... worker.basetemplate.host=localhost worker.basetemplate.type=ajp13 worker.basetemplate.socket_timeout=0 worker.basetemplate.connection_pool_size=1 worker.basetemplate.lbfactor=1 worker.nsdl.reference=worker.basetemplate worker.nsdl.port=9988 worker.nsdl_lb.type=lb worker.nsdl_lb.balanced_workers=nsdl worker.remedy.reference=worker.basetemplate worker.remedy.port=10288 worker.remedy_lb.type=lb worker.remedy_lb.balanced_workers=remedy ... First issue I see is remedy vs. arsysworker. Looks like I need to have admin change remedy to arsysworker or on my side...perhaps rename file arsysworker.properties as remedy.properties? Not sure this will suffice. Or, adding the lines in arsysworker.properties directly on the existing /etc/httpd/conf/workers.properties should work? If I do that...I can leave httpd.conf alone and just add these contents of arsysworker.properties to existing /etc/httpd/conf/workers.properties? worker.list=arsysWorker1 worker.arsysWorker1.port=8088 worker.arsysWorker1.host=localhost worker.arsysWorker1.type=ajp13 Thinking arsysWorker1 on the first line can be included on the first worker.list line of existing workers.properties. Second line should go with corrected port number Last two can probably go as they are. I might have to replace arsysworker1 with remedy to have it work with my tomcat admin's setup. Anybody has anything to say about my musings? No fun working without much insight into apache/tomcat. I'm blind and just feeling my way around. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
