RE: Escalation Error

[Hiremath, Raj]

I guess you are making an equal to query on clob data type.
What all is on stack on AR?

Esclation+API+SQL logs may help find the piece.

From: ARSList [mailto:arslist-boun...@arslist.org] On Behalf Of Brittain, Mark
Sent: 19 September 2018 02:02
To: ARList (arslist@ARSLIST.ORG) 
Subject: Escalation Error

HI All

I am seeing two strange escalation errors that I can't identify based on the 
logs.

An application command failed.ERROR (552): The SQL database operation failed.; 
ORA-00932: inconsistent datatypes: expected - got CLOB`

Error while performing escalation action

Both are in pool 1.

I have been able to rule out any custom escalations, very few, and am hoping 
not to have to check each OTB escalation if hopes of finding the bad guys. Has 
anyone encountered this.

ARS 9.1.4.

Thanks
Mark

Mark Brittain  | Senior Systems Engineer | 315.634.9337
125 Elwood Davis Road | Syracuse NY 13212
[new_spectrum]

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Re: Stop running this script? - Web Remedy Issue

[Roshan Raj]

Unsubscribe

From: "Action Request System discussion list(ARSList)" 
> on behalf of "Rüdiger Tams 
(priv)" >
Reply-To: "arslist@ARSLIST.ORG" 
>
Date: Monday, December 14, 2015 at 2:40 AM
To: "arslist@ARSLIST.ORG" 
>
Subject: Re: Stop running this script? - Web Remedy Issue

**
Hello,

I've experienced this message mostly when a huge amount of data is transferred 
back to the client, e.g.
20k data sets in HPD:Help Desk...
Each data set runs through the AL logic. What is behind this button? refresh 
table field?
open form and show results? Ho much data do you expect should be transferred?

The "thick" client - or native client user tool, I assume you have 7.6 or lower 
- processed ALs and
data differently than a web browser.

So one possible point could be try narrowing down the search that is (possibly) 
run by the button.

HTH
Rüdiger

BTW: When you expect the members of ARSLIST to help, please send a description 
that explains
the environment, the issue, the versions of your installation. This makes help 
much easier.
Thanks.

Karthick S > hat am 14. 
Dezember 2015 um 03:39 geschrieben:

**

Hi All,



We have a button action in one of our customized form.

When we click the button action a set of active links fired and performs Push 
field and Set field actions.



When we tried performing the action through thick client and we didn't find any 
issue, the active links fires and the results are as expected.



When we tried performing the action through thin client and we are getting the 
below message from browser.

Can you please help me out on this.



[Inline image 1]



Regards,

Karthick S

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Re: [EXTERNAL] Re: What's new in ARS 9.x?

[Hiremath, Raj]

Dustin, do you use CMDB?

Sent from my iPhone

> On Nov 27, 2017, at 8:50 AM, Fawver, Dustin  wrote:
> 
> Mr. Adams,
> 
> Would you be so kind as to give us some hints or teasers about things that 
> are coming very soon?  I'm hoping that they aren't limited to things that are 
> in products that are outside of the base ARS package.  If you've seen some of 
> my previous posts, you may remember that I was _REALLY_ looking forward to 
> ARS getting the capability of showing "mobile-friendly" versions forms.  I 
> read over AngularJS so that I could be that much better prepared for it.  
> From what I've been told, what had been billed as ARS 9.5 resulted in just 
> Innovation Studio branching out as a separate product.
> 
> Please don't get me wrong.  Going from ARS 9.1 from ARS 7.1, I'm finding some 
> really nice stuff that I can do now that I couldn't do as well (if at all) on 
> 7.1.  I just need to be able to give members of management a "wow!" feeling 
> with ARS.  If I can do that, I can probably coax out some funding to procure 
> more licenses.  :-)
> 
> Thanks!
> 
> Dustin Fawver
> Sr. Help Desk Technician
> Information Technology Services
> 
> P: 423-439-4648
> itsh...@etsu.edu
> 
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Adams, Peter
> Sent: Sunday, November 26, 2017 9:05 PM
> To: arslist@ARSLIST.ORG
> Subject: [EXTERNAL] Re: What's new in ARS 9.x?
> 
> 
> There’s a couple of places where BMC documents what’s new in Remedy 9  (both 
> 9.0 and 9.1)
> 1) Product documentation. This is the most detailed info. For Remedy AR 
> System, please see a. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.00%20enhancements=E,1,CyP7w5HP2LWhB-ftkkZqc9Dg0qwSUdTuGeu3NA2ovpMvUIrIMpBz6makRgn8tyBtGaix7GKfcb4rHBtKUlYLcRfuMY04hADw1PHMysRSGh2oDDA3VC9kIg,,=1
> b. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.02:%20Service%20Pack%202%23id-9.1.02:ServicePack2-Enhancements=E,1,-rT_F8M7TDA7UW4bp5Mnce58l2htlUOHKr9v_TVzJZ5b1EEo9ewmZnpHrthz5d61jJSa0NkESZKMql8YO6BMwSbM-HUtO8Nt9ASyMH5HFw,,=1
> c. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars91/9.1.03:%20Service%20Pack%203%23id-9.1.03:ServicePack3-enhancements=E,1,k496xlAP8aAEcGDTpKRTGJRoSKT2FiWe_46qsp38qX8hF8GcWST9Bhyf2wZe9hnxuefuizS6zAoC-ebYCxMwJ9UKB0hvk7MLBxlagTTDfQI,=1
> d. 
> https://linkprotect.cudasvc.com/url?a=https://docs.bmc.com/docs/display/ars9000/9.0.00%20enhancements=E,1,q_e1SJq-52hiiTaIEFdb4E4u5O4FoWpGh-bW18qElKVfCsJMMR0YD_6huRGhWhUa9vJ8hN62ABKpyJnt320s1sClfZ3e5qc_Fmvi2bYdrMVZhDFvkWfpzF6p=1
> 2) 
> https://linkprotect.cudasvc.com/url?a=https://www.bmc.com/it-solutions/remedy-upgrade.html=E,1,jSFTX8MPUY9n-1gYR33HYP6OtVLNpDCXGVcpFvk29rMeqY2QIck3JcemCSsUcDv0R_xrHkbscheX5lLV-RUJFtbCyUB6iG4MImpZFrpalPtKhyDgng,,=1
>   (note: this covers both ITSM application and platform enhancements. The 
> platform related ones are mostly in tab “Lower Total Cost of Ownership”
> 3) 
> https://linkprotect.cudasvc.com/url?a=https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2017/08/20/gaining-additional-capabilities-and-value-by-moving-from-remedy-81-to-91=E,1,_vMDaemNriOZDb6oII_8nUTlVFcWALkl5KcovuSf4LIY6nodvzsN6c7ug4mmgMG4TXeTY-NpQRKMPHVlqgreVw6q6_aet0Lo96uA_XdREx0,=1
> 
> If you need presentation material, I suggest that you work with your BMC 
> Sales or partner representative.
> 
> BTW, lots of features in the Remedy platform introduced with Remedy 9, not 
> just Smart Reporting. Just to give a few examples:
> - 100% Java implementation of platform (which allows to do troubleshooting, 
> tuning, etc. using standard Java tools)
> - FTS performance and relevancy improvements
> - REST API
> - Deployment Application
> - Archiving / Associations
> - Remedy SSO
> - Zero downtime upgrades
> - New Rich-text Editor
> - CMDB enhancements
> - Centralized Configuration
> 
> And more is coming very soon …
> 
> Peter
> 
> 
> 
> On 11/21/17, 4:29 AM, "Action Request System discussion list(ARSList) on 
> behalf of Toby Mitchell"  toby.w.mitch...@gmail.com> wrote:
> 
>Check out Smart Reporting. Best thing I have seen in my 16 years as a 
> Remedy developer.
> 
>Toby
> 
>Sent from my iPad
> 
>> On Nov 20, 2017, at 3:03 PM, Thomas Miskiewicz  wrote:
>> 
>> Hello Listers,
>> 
>> is there a document / presentation that describes what’s new in ARS 9 and 
>> 9.1? I’m especially interested in the ARS part vs. ITSM/MyIT related 
>> features.
>> 
>> 
>> Thanks
>> 
>> 
>> Thomas
>> 
>> ___
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>> "Where the Answers 

Re: v.9.1.3 upgrade fails

[Hiremath, Raj]

I am not sure if I am correct here, but not sure if the failure is for your 
user or Remedy Application Service user since you are saying reported failure 
is for ‘AR System Server Admin’ user.
This can potentially because the RAS user password in ar.cfg is corrupted.
AR Server restart might correct this.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel D Sender
Sent: 14 June 2017 21:28
To: arslist@ARSLIST.ORG
Subject: v.9.1.3 upgrade fails

**
I’ve got a ticket at BMC for this, but I thought the ARSlist might have some 
insight:

I am attempting to upgrade ARS 8.1 to 9.1.3 (or 9.1.2 – same problem).
Both versions complain that the ‘AR System Server Admin’ user fails 
authentication.
I’ve verified that ‘Demo’ and my ID can login to the server with the same 
passwords entered into the upgrade dialog.

BMC support has requested LOG files from the install, but after extensively 
searching the disk, no log files are found.

Anyone bump into this before?
Thanks,
Joel
Joel Sender  *   jdsen...@earthlink.net


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Re: Fortify as Source Code Review Tool for Remedy?

[Raj]

What would be the source code in this case, is it not the workflow for 
Active Links, Filters, etcthe source code? 
Please advise!

On Monday, October 10, 2016 at 8:45:45 AM UTC-7, Daniel Wu wrote:
>
> ** If you have custom code in Remedy, it can help you review the custom 
> code. But for out of the box Remedy code, there is no way to see the source 
> code, unless you have the source code. Hopefully it helps.
>
> On Monday, October 10, 2016, Raj <ravi...@gmail.com > wrote:
>
>> ** 
>> Hi All,
>> I was wondering if it is possible to use Fortify as source code review 
>> tool for Remedy.
>> Please advise.
>> Thanks,
>> Ravi
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Fortify as Source Code Review Tool for Remedy?

[Raj]

Hi All,
I was wondering if it is possible to use Fortify as source code review tool 
for Remedy.
Please advise.
Thanks,
Ravi

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Re: Initiate tasks when Change Request Status becomes "Scheduled"

[Raj]

The moving of change request from implementation phase to completed status when 
all tasks are completed applies only when change request is in implementation 
in progress status.
You might need customization to achieve what you are looking for.

From: Mahmoud Mohamed [via ARS (Action Request System)] 
[mailto:ml-node+s1n124517...@n7.nabble.com]
Sent: 13 June 2016 12:25
To: Hiremath, Raj <rajashekhar_hirem...@bmc.com>
Subject: RE: Initiate tasks when Change Request Status becomes "Scheduled"

Sorry for interruption; I have a concern here; when I closed all the 
implementation tasks the change request is still in "Scheduled" phase and it 
doesn't move to "Completed" as supposed to be.
Any advice regarding to this.

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Re: Initiate tasks when Change Request Status becomes "Scheduled"

[Raj]

For this,

Administration - >Application Admin Console -> Custom Configuration -> Task 
Management System - > Integration -> Phase Management Configuration

Copy the configurations for Global Company to your company.
For the implementation phase record here - change the status from 
Implementation In Progress to Scheduled


From: Mahmoud Mohamed [via ARS (Action Request System)] 
[mailto:ml-node+s1n124514...@n7.nabble.com]
Sent: 13 June 2016 11:24
To: Hiremath, Raj <rajashekhar_hirem...@bmc.com>
Subject: Re: Initiate tasks when Change Request Status becomes "Scheduled"

I know it is OOTB behavior; but due to business requirements and the client 
don't want the coordinator to move the change from "Scheduled" status to 
"Implementation In Progress" in order to initiate implementation tasks. So I 
would like to initiate implementation tasks in "Scheduled" status or any 
alternative valid solution.

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Re: Initiate tasks when Change Request Status becomes "Scheduled"

[Raj]

If you enabled task phase management, tasks become activated when the phase in 
which they are added which is mapped to status and status reason of the change 
request is reached.

Sent from my iPhone

On 12-Jun-2016, at 17:33, Mahmoud Mohamed [via ARS (Action Request System)] 
<ml-node+s1n124507...@n7.nabble.com<mailto:ml-node+s1n124507...@n7.nabble.com>> 
wrote:

Hi Dears,

Kindly I need your help to Initiate "Implementation" tasks when the change 
request status becomes "Scheduled"; I Enabled "Task Phase Management".
The default behavior is the implementation tasks initiated in "Implementation 
In Progress" status.
BMC Remedy details:

Web server: Tomcat 7.x
AR Server: 9.1

Regards,
Mahmoud Mohamed


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Re: Service Action and Set Field Scenario

[Raj]

Service Action when used by Active Links saves network traffic, improves 
performance.

e.g.

You have an Active Link to get data from Form1 and set on MyForm.
Another Active Link in further EO gets data from Form2 and sets on MyForm.
And so on..

Now, in above, each get data is a query to server and back to DB.
When you use Service Action and delegate these actions to filters, there is 
only 1 server and one db query to get data from Form1, Form2,..

As a typical action, you may check how Change ticket gets loaded by enabling 
Active Link and Filter logs.

Hope that helps,
-Raj

From: MadhuBMC [via ARS (Action Request System)] 
[mailto:ml-node+s1n124198...@n7.nabble.com]
Sent: Tuesday, April 19, 2016 14:38
To: Hiremath, Raj
Subject: Service Action and Set Field Scenario

Hi,

I am basically confused on the purpose of using Service action instead of usual 
Set field action.

Example, while I type something on Assignee field and hit 'Enter' (i.e return 
action), there are some active links written with service action to get the 
other details of Assignee. I have understood Service action triggers the 
filters who fire on Service Execution options and the behind logic is to get 
the other details through these filters. My question is instead of Service 
action, Set field action could have been used to get these Data. What is the 
purpose of using Service action here??

Can you please make me understand this ??

Regards
Madhu V

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Re: Ways to send an event/message to an external system

[Raj]

We do not have mid-tier, is Web Service Integration still possible ?

On Thursday, February 11, 2016 at 5:06:44 PM UTC-8, Thomas Miskiewicz wrote:
>
> ** Hi Raj,
>
> the easiest option would be a web service call.
>
>
> Thomas
>
> On Friday, February 12, 2016, Raj <ravi...@gmail.com > wrote:
>
>> ** 
>> Dear friends,
>> I was wondering if there is way to send/push an event/message from 
>> Remedy Server to mechanism from Remedy to  an external system.
>> For e.g.,.to a message queue like Active MQ. 
>> Could it be accomplished with an alert or service action or web service, 
>> etc.
>>
>> Could you please share some possibilities. We are on ARS v8.1(no ITSM).
>> Please advise.
>> Thanks,
>> Raj
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Ways to send an event/message to an external system

[Raj]

Thanks Thomas, Fred, Mark, LJ for your responses.

Got couple of questions if you don't mind:
1. Does Web Service (SOAP or REST) supports a pattern of posting a message 
to a message queue (E.g., Active MQ) ? 
2. Plugins - Since we are only on ARS 8.1 which only supports SOAP, does 
the plugin you mentioned could be used with my current version of Remedy? 
or Do I need to upgrade to v9.0?
 

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Ways to send an event/message to an external system

[Raj]

Dear friends,
I was wondering if there is way to send/push an event/message from Remedy 
Server to mechanism from Remedy to  an external system.
For e.g.,.to a message queue like Active MQ. 
Could it be accomplished with an alert or service action or web service, 
etc.

Could you please share some possibilities. We are on ARS v8.1(no ITSM).
Please advise.
Thanks,
Raj

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Re: Simple PD process

[Raj]

Part of 90 but separate installer.

-Raj

From: Mahesh Chandra [via ARS (Action Request System)] 
[mailto:ml-node+s1n123347...@n7.nabble.com]
Sent: Monday, November 09, 2015 22:27
To: Hiremath, Raj
Subject: Re: Simple PD process

**
Thank you for correcting. Haven't had a chance to play with the Process 
Designer yet, but it looks similar to "Abydos Process Designer".

Is this a separate purchase or a part of ITSM / SRM 9.0 ?

Thanks
Mahesh

On Nov 9, 2015, at 9:35 AM, Raj <[hidden 
email]> wrote:
**
We are talking about PD here and hence Run Process, Web Service etc is thing of 
past.
You just need one drag drop on task and you are done.
Now, Marcelo, you are far luckier than some of older implementations, 9.0 is as 
good as it gets for PD.
I have attached both – setting required for email notifications (not directly 
related to PD) as well as generic managerial approval process for PD in SRM.
I am not sure if the attachments go through, if not, let me either have your 
private email address or if you have any ftp location, I can upload / any other 
suggested way.


-Raj


From: Mahesh Chandra [via ARS (Action Request System)] [mailto:ml-node+[hidden 
email]]
Sent: Monday, November 09, 2015 18:58
To: Hiremath, Raj
Subject: Re: Simple PD process

**
Service Request ---> Approval ---> Work Order.

Depending on the template name or other criteria, push the INC/WO data to 
another form
from where you should be able to send a notification/ invoke a webservice / run 
process and complete the Request.

This is how I have done several automated fulfillment since SRM 2.0 to until 
SRM 8.x. The push workflow from INC/ WO/ CRQ to a custom form is all data 
driven so that it is scalable to other future requirements.

Regards,
Mahesh

On Nov 9, 2015, at 7:49 AM, Martinez, Marcelo A <[hidden 
email]> wrote:
**
Hi Raj,
ARS/ITSM/PD 9.0

I tried to submit various screenshots through here but was unable to. I’ll 
describe the process since it is simple.

I have an SRD that requires manager approval. After approved, and email should 
go out to a static email address with just the requester’s userID.  Then, the 
SR should close (we don’t need a fulfillment request such as WO or INC).
That’s it..

Thanks,
Marcelo

From: Action Request System discussion list(ARSList) [[hidden 
email]] On Behalf Of Raj
Sent: Sunday, November 08, 2015 8:34 AM
To: [hidden email]
Subject: Re: Simple PD process

**
I can help you with this, can you please state AR, ITSM, SRM and PD versions?

If the process is short, perhaphs, if you can draw the digram in outlook and 
convey?

-Raj

From: Martinez, Marcelo A [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Saturday, November 07, 2015 00:47
To: Hiremath, Raj
Subject: Re: Simple PD process

**
I tied sending over my screenshots.. but aren’t coming through. I also tried to 
PDF my email and send it as an attachment but failed.  Not sure if the ARSList 
is working.



From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]] On Behalf Of Martinez, 
Marcelo A
Sent: Friday, November 06, 2015 10:08 AM
To: [hidden email]
Subject: Simple PD process

**
Hello List,
I have a simple PD issue.  I’ll preface my email with “this is the first 
process I’ve created with PD”

What I’m trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has “Set field” 
actions.
The next task as 2 actions: one for send email and one for “update request”.
(the request gets approved by the requester’s manager – per the SRD – which has 
an ‘Approval Type” = “Manager”

This works great, except that the request isn’t closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn’t happen).



The second process I tried was:

1.  Initiation task (captures data)
2.  Task #2 gets supervisors name based on data captured
3.  Decision task (supervisor approval)
4.  Rejected action
5.  Approved: send email
6.  Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I’ve also tried using 3 tasks but the request hangs at “send email” task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo


_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Simple PD process

[Raj]

We are talking about PD here and hence Run Process, Web Service etc is thing of 
past.
You just need one drag drop on task and you are done.
Now, Marcelo, you are far luckier than some of older implementations, 9.0 is as 
good as it gets for PD.
I have attached both – setting required for email notifications (not directly 
related to PD) as well as generic managerial approval process for PD in SRM.
I am not sure if the attachments go through, if not, let me either have your 
private email address or if you have any ftp location, I can upload / any other 
suggested way.


-Raj


From: Mahesh Chandra [via ARS (Action Request System)] 
[mailto:ml-node+s1n123339...@n7.nabble.com]
Sent: Monday, November 09, 2015 18:58
To: Hiremath, Raj
Subject: Re: Simple PD process

**
Service Request ---> Approval ---> Work Order.

Depending on the template name or other criteria, push the INC/WO data to 
another form
from where you should be able to send a notification/ invoke a webservice / run 
process and complete the Request.

This is how I have done several automated fulfillment since SRM 2.0 to until 
SRM 8.x. The push workflow from INC/ WO/ CRQ to a custom form is all data 
driven so that it is scalable to other future requirements.

Regards,
Mahesh

On Nov 9, 2015, at 7:49 AM, Martinez, Marcelo A <[hidden 
email]> wrote:
**
Hi Raj,
ARS/ITSM/PD 9.0

I tried to submit various screenshots through here but was unable to. I’ll 
describe the process since it is simple.

I have an SRD that requires manager approval. After approved, and email should 
go out to a static email address with just the requester’s userID.  Then, the 
SR should close (we don’t need a fulfillment request such as WO or INC).
That’s it..

Thanks,
Marcelo

From: Action Request System discussion list(ARSList) [[hidden 
email]] On Behalf Of Raj
Sent: Sunday, November 08, 2015 8:34 AM
To: [hidden email]
Subject: Re: Simple PD process

**
I can help you with this, can you please state AR, ITSM, SRM and PD versions?

If the process is short, perhaphs, if you can draw the digram in outlook and 
convey?

-Raj

From: Martinez, Marcelo A [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Saturday, November 07, 2015 00:47
To: Hiremath, Raj
Subject: Re: Simple PD process

**
I tied sending over my screenshots.. but aren’t coming through. I also tried to 
PDF my email and send it as an attachment but failed.  Not sure if the ARSList 
is working.



From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]] On Behalf Of Martinez, 
Marcelo A
Sent: Friday, November 06, 2015 10:08 AM
To: [hidden email]
Subject: Simple PD process

**
Hello List,
I have a simple PD issue.  I’ll preface my email with “this is the first 
process I’ve created with PD”

What I’m trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has “Set field” 
actions.
The next task as 2 actions: one for send email and one for “update request”.
(the request gets approved by the requester’s manager – per the SRD – which has 
an ‘Approval Type” = “Manager”

This works great, except that the request isn’t closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn’t happen).



The second process I tried was:

1.  Initiation task (captures data)
2.  Task #2 gets supervisors name based on data captured
3.  Decision task (supervisor approval)
4.  Rejected action
5.  Approved: send email
6.  Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I’ve also tried using 3 tasks but the request hangs at “send email” task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo


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Re: Simple PD process

[Raj]

I can help you with this, can you please state AR, ITSM, SRM and PD versions?

If the process is short, perhaphs, if you can draw the digram in outlook and 
convey?

-Raj

From: Martinez, Marcelo A [via ARS (Action Request System)] 
[mailto:ml-node+s1n123335...@n7.nabble.com]
Sent: Saturday, November 07, 2015 00:47
To: Hiremath, Raj
Subject: Re: Simple PD process

**
I tied sending over my screenshots.. but aren't coming through. I also tried to 
PDF my email and send it as an attachment but failed.  Not sure if the ARSList 
is working.



From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]] On Behalf Of Martinez, 
Marcelo A
Sent: Friday, November 06, 2015 10:08 AM
To: [hidden email]
Subject: Simple PD process

**
Hello List,
I have a simple PD issue.  I'll preface my email with "this is the first 
process I've created with PD"

What I'm trying to do is create a simple process that, after approval, it sends 
an email, then closes the request. No need for a WO, CHG, or INC.. just send 
the email and close the Service Request.

The first process was very simple; with only 2 tasks:
I have an initiation task that captures some data. This task has "Set field" 
actions.
The next task as 2 actions: one for send email and one for "update request".
(the request gets approved by the requester's manager - per the SRD - which has 
an 'Approval Type" = "Manager"

This works great, except that the request isn't closed after the email is sent. 
(although now after playing with the pre and post statuses, the approval 
doesn't happen).



The second process I tried was:

1.  Initiation task (captures data)
2.  Task #2 gets supervisors name based on data captured
3.  Decision task (supervisor approval)
4.  Rejected action
5.  Approved: send email
6.  Close service request

The process stops at the supervisor approval task. So there must be a problem 
here.



I've also tried using 3 tasks but the request hangs at "send email" task.


Having never used this tool; I have some questions. Can you use SRM approvals 
and PD process, for SRDs? Or the approval has to be done via the PD process? If 
so, what are the steps to configure approvals via PD.
Thanks in advance,
Marcelo


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Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Raj]

The easiest solution can be to disable status filed and only process bar flow 
change should be allowed.

-Raj

From: Rick Westbrock-5 [via ARS (Action Request System)] 
[mailto:ml-node+s1n121685...@n7.nabble.com]
Sent: Tuesday, May 05, 2015 04:36
To: Hiremath, Raj
Subject: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**

Everybody dust off your way back machines as I have a question regarding Change 
Management in ITSM 7.0.3 regarding status transitions. I have set up an 
approval process that pauses the status at Scheduled for Approval so as the CRQ 
progresses it hits this status and approvals are generated. Once all approvals 
are in the status goes to Scheduled and proceeds from there.



For the life of me I can't figure out how to prevent users from just changing 
the status of their change from an early status (I don't know, Draft for 
example) directly to Implementation in Progress. I have poked around supporting 
forms like Process Flow Structure Setup and Status Relationships but just can't 
seem to grok it yet. I can certainly write custom workflow to do this but 
prefer to do it in configuration if possible.



This article The Pulse: BMC Remedy Change Management - Custom Process 
Flowhttps://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow
 was very helpful however our ITSM version is so old there is no Process Flow 
Configuration option available as described in the article.



Any suggestions are more than welcome, I am assuming there is a way to do this 
in configuration rather than writing custom workflow to enforce the business 
rule. In the future there will be a different approval process where a change 
may have to pause at Scheduled for Review for a first set of tech review 
approvals, then pause again later for the business approvals when it reaches 
Scheduled for Approval.


Regards,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
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Re: Change management transitions

[Raj]

If I remember correctly, the logical next step for Rejection is Resume wherein 
it will resend the ticket for approval so that approver can review if the 
required steps are remediation is done and then again approve/reject the 
request.

-Raj

From: Andre, Jacques [via ARS (Action Request System)] 
[mailto:ml-node+s1n121663...@n7.nabble.com]
Sent: Friday, May 01, 2015 16:43
To: Hiremath, Raj
Subject: Re: Change management transitions

Hi Dave,

The below is for ITSM 8.1, but should be similar on 7.6.

If the Rejection is happening during the approval phase, then you can configure 
ITSM to send the change back to Draft, instead of setting the change to 
rejected.

1. Go to “Application Configuration Console, Custom Configuration, Foundation, 
Advanced Options” and select “Approval Process Configuration” in search mode.
2. Locate the approval phase record which is doing the rejection.
3. Select the “Status Flow” Tab.
4. Under “Rejected” you will have the selection of Rejected. Change this to 
“Draft”
5. Press Save.

In this way, when the Change approval is rejected, the Change will return to 
“Draft”

Hope this helps.

Kind regards

Jacques Andre
Senior Software Engineer – BMC Remedy Development and Support
Eskdale Road, Winnersh Triangle, Wokingham, Berkshire, RG41 5TS, United Kingdom

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Re: ARS 8.1 taking very long time to come UP(10 mins)

[Raj]

Thanks LJ!
We are completely custom and do not have ITSM.
What we have done now is cleaned up armonitor.conf and removed lines for 
DSO, Assignment Engine and Data Integration Server since we do not use them.

Now Server startup is CLEAN - I could see all the processes getting started 
within 5mins but I CANNOT login to Remedy User Tool until almost 12mins, so 
overall it takes more than 12mins since we started the Server. :
remedy   10447 1  0 14:52 pts/200:00:00 ./armonitor -s XXX -c 
/etc/arsystem/XXX/armonitor.conf
remedy   10448 10447  5 14:52 pts/200:00:49 ./arserverd -s XXX -i 
/opt/bmc/ARSystem -l /etc/arsystem/XXX
remedy   10618 10448  0 14:56 pts/200:00:00 ./arforkd -s XXX -l 
/opt/bmc/ARSystem/db/arfork.log
remedy   10622 10447  0 14:56 pts/200:00:00 ./arplugin -s XXX -i 
/opt/bmc/ARSystem
remedy   10623 10447  0 14:56 pts/200:00:00 ./arsvcdsp -s XXX -d 
/opt/bmc/ARSystem
remedy   10624 10447  0 14:56 pts/200:00:00 ./arservdsd -s XXX -i 
/opt/bmc/ARSystem
remedy   10639 10448  0 14:56 pts/200:00:00 ./arsignald -s XXX -l 
/opt/bmc/ARSystem/db/arsignald.log
remedy   11351  9874  0 15:08 pts/200:00:00 grep --color=auto ars

Please advise if there is anything else we could do to improve to cutdown 
that 12+ mins server startup to less than 5mins as previously v5.1.2 Remedy 
Server would come up in 2mins and we were able to login through USER TOOL 
right away.
Thanks,
Raj

On Friday, April 24, 2015 at 6:23:48 AM UTC-7, LJ LongWing wrote:

 ** 
 Raj,
 1 thing I noticed is that your DSO server didn't 'upgrade' properly...it's 
 still showing 7.6.04...so that's a bit weird...

 But...other than that...I don't see any timestamps, so not sure how long 
 this log took.  First place I would look would be by turning api/sql 
 logging on and restart the server.  Then analyze the logs to find out 
 what's happening during those 10 min's

 One thing you didn't mention is if you are running ITSM or notI ask 
 because I've been told that ITSM can, and quite often does, take about 10 
 min's to start upbut the custom system I work on here takes less than 1 
 min to startup running 8.1.02...

 On Thu, Apr 23, 2015 at 9:07 PM, Raj ravi...@gmail.com javascript: 
 wrote:

 ** 
 Hello All,
 We upgraded our ARServer from v5.1 to v8.1(v6.3v7.1v7.6.04) but it is 
 taking over 10mins for the Server to come UP.
 Other Details:
 Server - 8.1.01
 OS - Linux 2.6.32-504.12.2.el6.x86_64
 DB - SQL -- Oracle/11.2.0.3.0 - 64bit

 Could someone please advise what should we be doing as part of debug 
 steps to figure out what's wrong.
 Here are the lines we see after server starts up...it just keeps 
 goingbut we are able to login after about 10-12mins...

 Thanks,
 Raj

 390600 : Requested database table not found.  Please check the spelling 
 (table name is case-sensitive) (ARERR 481)

 390600 : Could not find or read the optional license tags file. (ARNOTE 
 452)
/etc/arsystem/stc21654ars001/arsystem.tag

 Action Request System(R)  Fork Daemon   Version 8.1.01 201401281910
 (c) Copyright 2000-2013 BMC Software, Inc.

  (ARNOTE 0)
Server indicates that it's up.


  (ARNOTE 0)
ARMonitor child process (pid:15863) started.
 ./java

  (ARNOTE 0)
ARMonitor child process (pid:15864) started.
 ./arplugin

 LD_LIBRARY_PATH=/opt/bmc/ARSystem/bin:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/bin:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/ardbcldap:/opt/bmc/ARSystem/arealdap:/opt/bmc/ARSystem/webserviceplugin:/data/oracle/
 11.2.0.3/client_1/lib:/usr/java/default/jre/lib/amd64/server:/usr/java/default/jre/bin:/usr/local/lib:/usr/lib:/opt/bmc/ARSystem/bin:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/ardbcldap:/opt/bmc/ARSystem/arealdap:/opt/bmc/ARSystem/webserviceplugin:/data/oracle/11.2.0.3/client_1/lib:/usr/java/default/jre/lib/amd64/server:/usr/java/default/jre/bin:/usr/local/lib:/usr/lib:/data/oracle/11.2.0.3/client_1/rdbms/lib:/usr/local/lib64/:/usr/lib64:/data/oracle/11.2.0.3/client_1/lib:/opt/bmc/ARSystem/bin

  (ARNOTE 0)
ARMonitor child process (pid:15865) started.
 ./arsvcdsp

  (ARNOTE 0)
ARMonitor child process (pid:15866) started.
 ./arservdsd

  (ARNOTE 0)
ARMonitor child process (pid:15867) started.
 ./java

 Action Request System(R)  Distributed Server   Version 7.6.04 SP4 
 201209051922
 (c) Copyright 1995-2011 BMC Software, Inc.

 Action Request System  AR System Application Command Dispatcher   Version 
 8.1.01 201401281910
 (c) Copyright 1998-2013 BMC Software, Inc.

 Action Request System(R)  Signal Daemon   Version 8.1.01 201401281910
 (c) Copyright 2000-2013 BMC Software, Inc.

 Action Request System(R)  Plug-In Server   Version 8.1.01 201401281910
 (c) Copyright 2001-2013 BMC Software, Inc.

  (ARNOTE 0)
ARMonitor child process (pid:15867) died with 0.
 ./java

  (ARNOTE 0)
Current ARMonitor child process (pid:15863).
 ./java

  (ARNOTE 0)
Current ARMonitor child process (pid:15864).
 ./arplugin

  (ARNOTE 0)
Current

ARS 8.1 taking very long time to come UP(10 mins)

[Raj]

Hello All,
We upgraded our ARServer from v5.1 to v8.1(v6.3v7.1v7.6.04) but it is 
taking over 10mins for the Server to come UP.
Other Details:
Server - 8.1.01
OS - Linux 2.6.32-504.12.2.el6.x86_64
DB - SQL -- Oracle/11.2.0.3.0 - 64bit

Could someone please advise what should we be doing as part of debug steps 
to figure out what's wrong.
Here are the lines we see after server starts up...it just keeps 
goingbut we are able to login after about 10-12mins...

Thanks,
Raj

390600 : Requested database table not found.  Please check the spelling 
(table name is case-sensitive) (ARERR 481)

390600 : Could not find or read the optional license tags file. (ARNOTE 452)
   /etc/arsystem/stc21654ars001/arsystem.tag

Action Request System(R)  Fork Daemon   Version 8.1.01 201401281910
(c) Copyright 2000-2013 BMC Software, Inc.

 (ARNOTE 0)
   Server indicates that it's up.


 (ARNOTE 0)
   ARMonitor child process (pid:15863) started.
./java

 (ARNOTE 0)
   ARMonitor child process (pid:15864) started.
./arplugin
LD_LIBRARY_PATH=/opt/bmc/ARSystem/bin:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/bin:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/ardbcldap:/opt/bmc/ARSystem/arealdap:/opt/bmc/ARSystem/webserviceplugin:/data/oracle/11.2.0.3/client_1/lib:/usr/java/default/jre/lib/amd64/server:/usr/java/default/jre/bin:/usr/local/lib:/usr/lib:/opt/bmc/ARSystem/bin:/opt/bmc/ARSystem/pluginsvr:/opt/bmc/ARSystem/ardbcldap:/opt/bmc/ARSystem/arealdap:/opt/bmc/ARSystem/webserviceplugin:/data/oracle/11.2.0.3/client_1/lib:/usr/java/default/jre/lib/amd64/server:/usr/java/default/jre/bin:/usr/local/lib:/usr/lib:/data/oracle/11.2.0.3/client_1/rdbms/lib:/usr/local/lib64/:/usr/lib64:/data/oracle/11.2.0.3/client_1/lib:/opt/bmc/ARSystem/bin

 (ARNOTE 0)
   ARMonitor child process (pid:15865) started.
./arsvcdsp

 (ARNOTE 0)
   ARMonitor child process (pid:15866) started.
./arservdsd

 (ARNOTE 0)
   ARMonitor child process (pid:15867) started.
./java

Action Request System(R)  Distributed Server   Version 7.6.04 SP4 
201209051922
(c) Copyright 1995-2011 BMC Software, Inc.

Action Request System  AR System Application Command Dispatcher   Version 
8.1.01 201401281910
(c) Copyright 1998-2013 BMC Software, Inc.

Action Request System(R)  Signal Daemon   Version 8.1.01 201401281910
(c) Copyright 2000-2013 BMC Software, Inc.

Action Request System(R)  Plug-In Server   Version 8.1.01 201401281910
(c) Copyright 2001-2013 BMC Software, Inc.

 (ARNOTE 0)
   ARMonitor child process (pid:15867) died with 0.
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:15863).
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:15864).
./arplugin

 (ARNOTE 0)
   Current ARMonitor child process (pid:15865).
./arsvcdsp

 (ARNOTE 0)
   Current ARMonitor child process (pid:15866).
./arservdsd

 (ARNOTE 0)
   Current ARMonitor child process (pid:15698).
./arserverd.sh

 (ARNOTE 0)
   ARMonitor child process (pid:15951) started.
./java

 (ARNOTE 0)
   ARMonitor child process (pid:15951) died with 0.
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:15863).
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:15864).
./arplugin

 (ARNOTE 0)
   Current ARMonitor child process (pid:15865).
./arsvcdsp

 (ARNOTE 0)
   Current ARMonitor child process (pid:15866).
./arservdsd

 (ARNOTE 0)
   Current ARMonitor child process (pid:15698).
./arserverd.sh

 (ARNOTE 0)
   ARMonitor child process (pid:16052) started.
./java

 (ARNOTE 0)
   ARMonitor child process (pid:16052) died with 0.
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:15863).
./java

 (ARNOTE 0)
   Current ARMonitor child process (pid:15864).
./arplugin

 (ARNOTE 0)
   Current ARMonitor child process (pid:15865).
./arsvcdsp

 (ARNOTE 0)
   Current ARMonitor child process (pid:15866).
./arservdsd

 (ARNOTE 0)
   Current ARMonitor child process (pid:15698).
./arserverd.sh

 (ARNOTE 0)
   ARMonitor child process (pid:16073) started.
./java
sh: /opt/bmc/ARSystem/bin/aiexfer: No such file or directory
Email Engine is currently not up
Flashboard Server is currently not up...
AR System Assignment Engine 8.1.01 201401281910 (c) Copyright 1991-2012 BMC 
Software, Inc.
sh: /bin/ssh: No such file or directory


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Re: Alumni People Management in ITSM7.6.04

[Hiremath, Raj]

Good use case for Process Designer!

We have all the back end processing, we have a standard and transparent 
“business process” which is not hidden in code (workflows or java/c other 
standard binaries), you can club it with other off-boarding processes.

-Raj

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Saturday, January 31, 2015 22:57
To: arslist@ARSLIST.ORG
Subject: Re: Alumni People Management in ITSM7.6.04

**
Harsh,
Ask your organization what they want done with any tickets assigned to the 
'terminated' personyou could either automatically make all of them 
'unassigned', or you could choose, at random, the first person in the list, or 
something like thatbut you can do something with those tickets, you just 
need to have a consensus of what is supposed to happen.

On Sat, Jan 31, 2015 at 10:05 AM, Harsh 
chaudhar...@gmail.commailto:chaudhar...@gmail.com wrote:
**
Hi Guys,

I got one of the business requirement where support lead wants that if a person 
left organisation then that person should automatically get removed from their 
support group.

initially i thought to write a filter to delete the record of the that person 
from people form on modify action if the termination field(its a custom field 
which gets populated from one other integration when person leave the 
organisation) date is greater then current time stamp.

But that will not resolve the issue as if that person have some ticket assigned 
then that will always stuck on his name.

If I try to automate the option to make the person non support staff available 
on left side in quick links of people form then again there is a clause that 
the person should not have any ticket assigned to their name.

can you guys help out the best idea to deal with this requirement as i more 
feel like it should be a process level thing rather then a customization.

Your ideas are welcome.. Thanks in Advance..

Regards,
Harsh
Where there is a question.. there is an answer..

_ARSlist: Where the Answers Are and have been for 20 years_

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Re: Last Task completes, rejects or cancels parent Work Order

[Raj]

Hi Sandra,

I think we are on the same direction but not on the same road ☺

Yes, such rule is not present, what I meant was it “should” be provided OOB 
with RFE (my reply was in response to not finding the WO Rules form).

There are 2 things there :

1.   Not Allowing the parent ticket to be completed or closed if Tasks are 
open

2.   If all tasks are closed, the back-end code should automatically put 
the ticket to Completed status

IMO, both these points should be configurable form Rules form, which is not the 
case currently.

One more thing that makes sense, especially in case of Change is not allowing 
parent to be out of planning stage if it has no tasks associated with it and 
having this configurable as well.

-Raj

From: Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] 
[mailto:ml-node+s1n120451...@n7.nabble.com]
Sent: Tuesday, January 27, 2015 22:40
To: Hiremath, Raj
Subject: Re: Last Task completes, rejects or cancels parent Work Order

Raj,

Thanks for the response but there is no rule regarding Tasks on the form, 
WOI:CFG Rules. I even checked in DevStudio just to be sure my view was OK.

Thank you,

Sandra

Sandra Hennigan


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=120451i=0] On Behalf Of Raj
Sent: Tuesday, January 27, 2015 10:48 AM
To: [hidden email]/user/SendEmail.jtp?type=nodenode=120451i=1
Subject: Re: Last Task completes, rejects or cancels parent Work Order

**

Application Admin Console – Custom Configuration – Service Request Manageemnt – 
Work Order – Rules  - WOI:CFG Rules is Rules form for WO.



-Raj



From: Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Tuesday, January 27, 2015 20:51
To: Hiremath, Raj
Subject: Re: Last Task completes, rejects or cancels parent Work Order



** Raj,

I have found the Configure Rules for every form but Work Orders. Is the form 
titledd differently?


Sandra


From: Raj [mailto:[hidden email]]
Sent: Tuesday, January 27, 2015 12:48 AM Eastern Standard Time
To: [hidden email] [hidden email]
Subject: Re: Last Task completes, rejects or cancels parent Work Order


**

I think it’s a good idea to make it OOB Configurable –

Close Request After All Tasks Complete – Yes/No in HPD/PBM/WO/CM Rules.



RFE candidate?



-Raj



From: Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]]
Sent: Tuesday, January 27, 2015 04:16
To: Hiremath, Raj
Subject: Re: Last Task completes, rejects or cancels parent Work Order



** Thank you. - I will take a look.

Sandra


From: Thad Esser [mailto:[hidden email]]
Sent: Monday, January 26, 2015 05:48 PM Eastern Standard Time
To: [hidden email] [hidden email]
Subject: Re: Last Task completes, rejects or cancels parent Work Order


**

Sandra,



I modified the behavior for Incidents with tasks closing, but haven't done it 
for work orders, although it looks similar.  Take a look at 
WOI:WOI:EventReceiveLastChild_TaskComplete.  The key is that parent form 
receives an event code of 100 when the last task is closed.



Side note: ARInside rocks.



Thad



On Mon, Jan 26, 2015 at 1:24 PM, Hennigan, Sandra, CTR, DSS [hidden email] 
wrote:

All,

I have logged the workflow and looped thru ALs, filters and guides - my 
customer wants the last Task to NOT change the Work Order Status to Completed, 
Rejected or Cancelled. Can anyone point me to the workflow to turnoff?

Thank you,

Sandra

Version 8.1.01 ARS  ITSM

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View this message in context: RE: Last Task completes, rejects or cancels 
parent Work Order 
http://ars-action-request-system.1.n7.nabble.com/Last-Task-completes-rejects-or-cancels-parent-Work-Order-tp120438p120442.html
Sent from the ARS (Action Request

Re: Last Task completes, rejects or cancels parent Work Order

[Raj]

Application Admin Console – Custom Configuration – Service Request Manageemnt – 
Work Order – Rules  - WOI:CFG Rules is Rules form for WO.

-Raj

From: Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] 
[mailto:ml-node+s1n120447...@n7.nabble.com]
Sent: Tuesday, January 27, 2015 20:51
To: Hiremath, Raj
Subject: Re: Last Task completes, rejects or cancels parent Work Order

** Raj,

I have found the Configure Rules for every form but Work Orders. Is the form 
titledd differently?


Sandra

From: Raj [mailto:[hidden email]/user/SendEmail.jtp?type=nodenode=120447i=0]
Sent: Tuesday, January 27, 2015 12:48 AM Eastern Standard Time
To: [hidden email]/user/SendEmail.jtp?type=nodenode=120447i=1 [hidden 
email]/user/SendEmail.jtp?type=nodenode=120447i=2
Subject: Re: Last Task completes, rejects or cancels parent Work Order

**
I think it’s a good idea to make it OOB Configurable –
Close Request After All Tasks Complete – Yes/No in HPD/PBM/WO/CM Rules.

RFE candidate?

-Raj

From: Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] 
[mailto:ml-node+[hidden email]/user/SendEmail.jtp?type=nodenode=120442i=0]
Sent: Tuesday, January 27, 2015 04:16
To: Hiremath, Raj
Subject: Re: Last Task completes, rejects or cancels parent Work Order

** Thank you. - I will take a look.

Sandra

From: Thad Esser [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=120440i=0]
Sent: Monday, January 26, 2015 05:48 PM Eastern Standard Time
To: [hidden email]/user/SendEmail.jtp?type=nodenode=120440i=1 [hidden 
email]/user/SendEmail.jtp?type=nodenode=120440i=2
Subject: Re: Last Task completes, rejects or cancels parent Work Order

**
Sandra,

I modified the behavior for Incidents with tasks closing, but haven't done it 
for work orders, although it looks similar.  Take a look at 
WOI:WOI:EventReceiveLastChild_TaskComplete.  The key is that parent form 
receives an event code of 100 when the last task is closed.

Side note: ARInside rocks.

Thad

On Mon, Jan 26, 2015 at 1:24 PM, Hennigan, Sandra, CTR, DSS [hidden 
email]/user/SendEmail.jtp?type=nodenode=120440i=3 wrote:
All,

I have logged the workflow and looped thru ALs, filters and guides - my 
customer wants the last Task to NOT change the Work Order Status to Completed, 
Rejected or Cancelled. Can anyone point me to the workflow to turnoff?

Thank you,

Sandra

Version 8.1.01 ARS  ITSM

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View this message in context: RE: Last Task completes, rejects or cancels 
parent Work 
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Re: Last Task completes, rejects or cancels parent Work Order

[Raj]

I think it's a good idea to make it OOB Configurable -
Close Request After All Tasks Complete - Yes/No in HPD/PBM/WO/CM Rules.

RFE candidate?

-Raj

From: Hennigan, Sandra, CTR, DSS [via ARS (Action Request System)] 
[mailto:ml-node+s1n120440...@n7.nabble.com]
Sent: Tuesday, January 27, 2015 04:16
To: Hiremath, Raj
Subject: Re: Last Task completes, rejects or cancels parent Work Order

** Thank you. - I will take a look.

Sandra

From: Thad Esser [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=120440i=0]
Sent: Monday, January 26, 2015 05:48 PM Eastern Standard Time
To: [hidden email]/user/SendEmail.jtp?type=nodenode=120440i=1 [hidden 
email]/user/SendEmail.jtp?type=nodenode=120440i=2
Subject: Re: Last Task completes, rejects or cancels parent Work Order

**
Sandra,

I modified the behavior for Incidents with tasks closing, but haven't done it 
for work orders, although it looks similar.  Take a look at 
WOI:WOI:EventReceiveLastChild_TaskComplete.  The key is that parent form 
receives an event code of 100 when the last task is closed.

Side note: ARInside rocks.

Thad

On Mon, Jan 26, 2015 at 1:24 PM, Hennigan, Sandra, CTR, DSS [hidden 
email]/user/SendEmail.jtp?type=nodenode=120440i=3 wrote:
All,

I have logged the workflow and looped thru ALs, filters and guides - my 
customer wants the last Task to NOT change the Work Order Status to Completed, 
Rejected or Cancelled. Can anyone point me to the workflow to turnoff?

Thank you,

Sandra

Version 8.1.01 ARS  ITSM

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Re: Mobility App

[Raj]

1.   BMC has Smart IT released - both your use cases should be covered 
there.

2.   You can write your own REST and internally use Java APIs of Remedy to 
do CURD operations if you intend to write your own.

3.   Standard Encryptions over mobile app communication would be 
applicable, nothing specific to Remedy.

I had built a sample application some months back, takes not more than 2-3 
weeks to come up with decent app.

Having said that, Android is much easier, Ios a bit more complicated.

-Raj

From: Frex Popo [via ARS (Action Request System)] 
[mailto:ml-node+s1n120416...@n7.nabble.com]
Sent: Friday, January 23, 2015 17:16
To: Hiremath, Raj
Subject: Mobility App

Hello everyone,

Any of you attempted to write an app for mobility?

We are only interested in something that will allow people to create incidents 
and update them and nothing else. We have a couple of people who are hot in 
Java but need some pointers as how to get started and where we could obtain 
information for sample code, high level design etc.. Any advice on how to 
invoke remedy Java API or leverage the existing ITSM OOB web services to get 
the data on the iPhone/iPads. Would also help to know how to authenticate 
against LDAP and data encryption.

We are on ARS8.0 / ITSM 8.0
Thanks to all
frex

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Re: Process Designer ?

[Raj]

Thank Jason,

In the upcoming 90 Release of PD (released as Beta currently) :


1.   When you add work info into SRM – it gets propagated to child requests

2.   With slight configuration change, when all tasks are completed – SRM 
gets completed.

-Raj

From: Jason Miller-3 [via ARS (Action Request System)] 
[mailto:ml-node+s1n120409...@n7.nabble.com]
Sent: Friday, January 23, 2015 05:46
To: Hiremath, Raj
Subject: Re: Process Designer ?

**
We used PD for one specific SRM SRD that could not be done in SRM 7.6.04 
because we needed conditional component based on a question's answer.  The SRD 
was built using Process Designer by the time we went live we had upgraded to 
8.0.  After working with Support to try and figure out why 1) the Work Info 
records added by the requester in SRM didn't show up in the fulfillment app 
(and vice versa) along with 2) the fulfillment app was not updating the status 
in SRM when completed (yeah, we missed those in testing) we found that PD 
doesn't create the 'SRM:AppInstanceBridge' record that links SRM and a 
fulfillment app.  I know what I am about to say next will shock you  let's 
say it together everybody...  it was working as designed. You can see in the 
Communities we were not the only ones to stop using PD 
(https://communities.bmc.com/message/289470#289470) due to this oversight.

Support did ask why we were using PD and not just using an autofill response.  
We had overlooked that new feature in 8.0.  Once we knew about autofill we 
recreated the SRD and that was the last time we used PD.

Jason

On Thu, Jan 22, 2015 at 10:38 AM, Ray Gellenbeck [hidden 
email]/user/SendEmail.jtp?type=nodenode=120409i=0 wrote:
Teri,

I used it as a standalone when it was Abydos.  Pretty good, but tasking was 
sometimes an issue.  I hate to bag on BMC, but it does appear to be another 
case where they tried to just buy sometime and bolt it in with limited 
resources and limited success.  We never had it work properly at the last 
client site that tried to use it.  I counsel clients away from it.

So what are your choices?  Well, plunk down thousands more on another 3rd party 
solution, adapt to the limitations in the OOTB flow or go custom development.  
None of those choices are pretty.

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Re: Process Designer ?

[Raj]

8.3.04 is latest released version – but I would recommend it for 8.1 SP1 stack.
Also, PD 9.0 – has a lot of work put in – it is in Beta Release phase right now.

-Raj




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Re: BMC Support / On Site Visits

[Raj]

On a different note, is there anyone who actually had a good experience with 
Remedy Process Designer?

-Raj




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Re: Process Designer

[Raj]

So what is not working with BMC Process Designer? Did BMC inject something 
which resulted in difficult to use?

-Raj

From: Tauf Chowdhury [via ARS (Action Request System)] 
[mailto:ml-node+s1n120350...@n7.nabble.com]
Sent: Friday, January 16, 2015 19:59
To: Hiremath, Raj
Subject: Re: Process Designer

**
Yeah.. When it was Abydos Process Designer and not BMC. :)

Sent from my iPhone

On Jan 16, 2015, at 9:24 AM, Raj [hidden 
email]/user/SendEmail.jtp?type=nodenode=120350i=0 wrote:
**
On a different note, is there anyone who actually had a good experience with 
Remedy Process Designer?

-Raj
-rAJ


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Re: BMC Support / On Site Visits

[Raj]

Agreed.

Here are my 2 cents :


1.   BPM tools are generally do not have UI playground. They are designed 
for Business Process Modelling

Thus, one might not alter UI behaviour or add new forms, but one might 
significantly build a business process superfast.

2.   Many a times, processes given by business and we the developers who 
implement it - we have a large gap.

We cannot even understand each other and BPM tools are great way by bridging 
this gap to a certain extend.

3.   Each tool requires time to evolve. PD is not widely used tool, but 
part of the reason is also in reluctance to try out new things.

To me PD offers Transparency of the code that filters are so desperately 
lagging.
We should not confuse PD - thinking with it we can build complete application.
PD helps in a great way to *extend* applications, to standardize processes 
across company, to help automating processes.

Some of the PD use cases :

* Take SRM Services off line for a service outage requested in a Change 
Request.

* New Hire On boarding

* Off-boarding

* IT Process like Printer Problem Resolution

* Complex Approval Flow

* Request or order service like new cell phone or development VM

* Travel Request

* HR Processes

* Major Incident Handling

* Incident - Create a Problem Investigation when multiple Incidents are 
created for the same service in the same day.

Please help me with your thoughts around it.

-Raj

From: John Baker-4 [via ARS (Action Request System)] 
[mailto:ml-node+s1n120353...@n7.nabble.com]
Sent: Friday, January 16, 2015 21:35
To: Hiremath, Raj
Subject: BMC Support / On Site Visits

 I don't think BMC is any better or worse than these other platforms in terms 
 of trying to make simple flowcharts create complex code behind the scenes.

Plenty of companies have tried to build these tools and they have almost
all ended in producing poor quality solutions. Even the Java world has
been subjected to Business Process Management tools written in crappy
Eclipse plugins, trying to solve problems that a half decent developer
could solve in a few minutes with a standard Eclipse IDE and Java or
Python.

The tools available for writing source code gets easier to use on an
almost daily basis, so why try to fight the mainstream approach to
solving problems? Give me an hour and I'll produce a highly scalable,
transactional, Java application that works with three common databases,
because the Spring framework has made life so easy for me. When I picked
up my Java tools in 1997, this task was pretty much impossible. Same
language, 15 years of progress, and such problems are no more.

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Load Balancing on Remedy Server Group

[Raj]

Hello All,
Looking for some information on load balancing our remedy in server group 
install. 
Currently, we installed ARS v8.1 in Server Group on 2 VMs(OS - Linux). 
We tested some fail-over scenarios and it is working fine after we 
configured entries in Server Group Operation Ranking form.

We are fairly new to Server Group install and load balancing our Remedy 
environment.
We do not have mid-tier but we only use Remedy User Tool(v7.6.04 SP5).
We may not be able to go the route of hardware load balancing since it 
would require new hardware/server provision.

Considering the above facts, looking for some suggestions/recommendations 
from Remedy gurus in here on what can be done in our environment to 
facilitate load balancing.

Regards,
Raj

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Re: Webservice call to JSON

[Raj]

You might be in for surprise, Remedy might support REST shortly.
Alternatively, you can write filter plugin code which calls REST.

-Raj
Disclaimer : the views expressed herein are private and does not necessarily 
reflect that of BMC.

From: Wesley Reyes [via ARS (Action Request System)] 
[mailto:ml-node+s1n119646...@n7.nabble.com]
Sent: Tuesday, November 04, 2014 05:05
To: Hiremath, Raj
Subject: Webservice call to JSON

**
Hi,

Can Remedy support a web service call to JSON webservices?  If not will there 
be any work around?

Thanks and Regards,

Wesley
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Re: what does html2text do?

[Raj]

If memory serves me well,


This is related to RBE - Rule Based Engine.

It can potentially create and update SRM, WO, HPD, CHG and PBM.


This is creating or updating the ticket based on input email and not related to 
email engine itself.


If you are not aware of the OOB feature, more likely you are not using it.


-Raj



From: Rick Phillips-2 [via ARS (Action Request System)] 
ml-node+s1n119520...@n7.nabble.com
Sent: Thursday, October 23, 2014 7:38 AM
To: Hiremath, Raj
Subject: what does html2text do?

That's as in REMEDY.ARF.HTML2TEXT, so I know that it's a filter plugin,
but if the server can't connect to this plugin, what functionality can I
expect to have lost?

Thanks,

rp

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Re: Remedy Upgrades and Installs

[Raj]

Great Idea!

-Raj

From: Sanford, Claire-2 [via ARS (Action Request System)] 
[mailto:ml-node+s1n119518...@n7.nabble.com]
Sent: Thursday, October 23, 2014 00:40
To: Hiremath, Raj
Subject: Remedy Upgrades and Installs

**
I looked and did not see one and decided to ask here before I create an Idea.

My wish is that BMC could look at the applications you own and allow you to 
click on everything you want to patch/upgrade and then click on another link 
and have it give you an install package that is specific to your environment.

It is such a major pain to have to download 10 huge zip files to upgrade one 
complete (ARS, ITSM, SLM, SRM, CMDB etc) system.

Does this exist and I missed the party?

Claire
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Re: Unable to launch Process Designer

[Raj]

Following Mid-Tier Hot Fixes should resolve the issue, choose your version of 
MT:

1)MT_8100_2014JAN07_CU_ALL
2)MT_7604SP2_2014JAN07_CU_ALL
3)MT_7604SP3_2014JAN07_CU_ALL
4)MT_7604SP4_2014JAN07_CU_ALL
5)MT_7604SP5_2014JAN07_CU_ALL
6)MT_8000_2014JAN07_CU_ALL

If the above HFs are not listed on Support Site, you can contact BMC Support to 
get them.

-Raj

From: babajan baig [via ARS (Action Request System)] 
[mailto:ml-node+s1n118995...@n7.nabble.com]
Sent: Thursday, September 18, 2014 10:52
To: Hiremath, Raj
Subject: Unable to launch Process Designer

**

Hello Team,



I installed BMC Remedy ITSM - Process designer version 8.3.04, it installed 
properly but when I try to launch the process designer it's throwing an error 
as shown below:



HTTP Status 500 -


type Exception report

message

description The server encountered an internal error () that prevented it from 
fulfilling this request.

exception

javax.servlet.ServletException: Servlet execution threw an exception



root cause

java.lang.NoSuchMethodError: 
com.remedy.arsys.plugincontainer.PluginContext.getPluginServerName()Ljava/lang/String;







com.abydosworkflow.designer.dvm.dvmPlugin.processRequest(dvmPlugin.java:82)



com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown 
Source)



com.remedy.arsys.plugincontainer.impl.PluginContainer.processRequestInfo(Unknown
 Source)



com.remedy.arsys.stubs.AuthenticationHelperServlet.doRequest(Unknown Source)



com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source)



com.remedy.arsys.stubs.GoatHttpServlet.doGet(Unknown Source)



javax.servlet.http.HttpServlet.service(HttpServlet.java:617)



javax.servlet.http.HttpServlet.service(HttpServlet.java:717)





note The full stack trace of the root cause is available in the Apache 
Tomcat/6.0.20 logs.


Apache Tomcat/6.0.20



Please suggest me how to fix this issue?



Thanks in advance.

- Babajan.
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Re: process designer questions

[Raj]

Answers inline.


1. how does the multitenant feature works? i mean the same process can 
exists for example for global and a particular company? if so how precedence 
works? i mean if mapping conditions are the same which process execute.

The mapping is explicitly selected in the mapping form, so if you select Global 
Company – it will pick Global company process and if you selected your specific 
company, your specific company process will be selected for trigger. If you 
have selected both the companies, there is a sort order field based on which 
the choice is made.



2. when a process is attached to an incident can i still add ad hoc tasks?
Not today, but an enhancement request can be made for this and possibly get 
addressed soon.


2. is there any documentation that states how the PD affects the global 
performance of the applications? i mean how can affect application performance 
be affected based in the fact that we can have complex process attached to an 
incident and there will be many process executing at same time?

Where did you hear about that? PD is a combination of few filters and a filter 
plugin code. Filters would not affect the performance greatly. Filter plugin is 
configurable for number of threads and use of private queue and the same can be 
fine-tuned in case you find performance if needed, although I have not heard of 
explicit performance degradation due to PD. BTW – PD Processes execute in async 
manner in different threads and hence don’t give direct impact on parent 
requests.

-Raj

From: andres tamayo [via ARS (Action Request System)] 
[mailto:ml-node+s1n118759...@n7.nabble.com]
Sent: Thursday, September 04, 2014 01:16
To: Hiremath, Raj
Subject: process designer questions

**
Hi there

i'm starting to work with PD associated to ITSM particularly incident module 
and i'm wondering if somebody can help me with some questions regarding this 
tool


1. how does the multitenant feature works? i mean the same process can 
exists for example for global and a particular company? if so how precedence 
works? i mean if mapping conditions are the same which process execute.

The mapping is explicitly selected in the mapping form, so if you select Global 
Company – it will pick Global company process and if you selected your specific 
company, your specific company process will be selected for trigger. If you 
have selected both the companies, there is a sort order field based on which 
the choice is made.



2. when a process is attached to an incident can i still add ad hoc tasks?
Not today, but an enhancement request can be made for this and possibly get 
addressed soon.


2. is there any documentation that states how the PD affects the global 
performance of the applications? i mean how can affect application performance 
be affected based in the fact that we can have complex process attached to an 
incident and there will be many process executing at same time?

Where did you hear about that? PD is a combination of few filters and a filter 
plugin code. Filters would not affect the performance greatly. Filter plugin is 
configurable for number of threads and use of private queue and the same can be 
fine-tuned in case you find performance if needed, although I have not heard of 
explicit performance degradation due to PD. BTW – PD Processes execute in async 
manner in different threads and hence don’t give direct impact on parent 
requests.



thanks
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Silent Install for Older ARS Versions

[Raj]

Hi All,
I am working on ARS Upgrade from v5.1.2 to 
v8.1.01(v6.3v7.1v7.6.04v8.1.01). 
During these runs I was very impressed with using Silent Installs with 
versions 7.6.04  8.1.01 and would prefer them over other methods.
Was wondering, if Silent Install option is also available for versions (ARS 
upgrade to) 6.3  7.1 ?

Searched in the ARS Installation docs for v6.3, v7.1 but can't find them.
Please advise.
Regards,
Raj

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Re: Customizations in Base Development Mode during an ARS Upgrade from v7.6.04 to v8.1.

[Raj]

If I were to create Overlays don't I need to create Overlays for all 
objects(which would mean I would have to convert all my base 
object/unmodified to either Overlays or Custom).
My understanding is I cannot have only few forms converted to Overlays and 
the rest of the forms still in base/unmodified form. is that correct?
I am trying to avoid the overhead of dealing with Overlays at this point as 
working under tight timelines to get this upgrade completed/read through 
forums as there could be some potential issues while converting objects to 
Overlays - as it could fail, some objects might get excluded, etc.

On Thursday, April 24, 2014 8:38:40 PM UTC-7, ajay bandil wrote:

 ** 
 Hi Raj,

 Any customization done in Base objects is having chances to be lost during 
 patch\version upgrade.
 Since you already upgraded to 7.6.04, then you can use the overlay concept.
 Instead of doing change in base, just create a overlay of the object and 
 modify as per your requirement. Installer does not touch the overlay of 
 objects, so your customizations will be preserved during upgrade.


 Regards
 Ajay Bandil




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Customizations in Base Development Mode during an ARS Upgrade from v7.6.04 to v8.1.

[Raj]

Hi All,
We are working on ARS upgrade from v5.1.2 to v8.1. Currently, I am on ARS 
v7.6.04(from v5.1.2v6.3v7.1) and working towards upgrading to ARS v8.1.
We have decided to stay with Base Development mode and all the objects 
currently show as Unmodified in Developer Studio. While upgrading from v7.1 
to v7.6.04, we lost customizations on User and Group form.

At this point, I am working on silent installer script to run the upgrade 
to v8.1 - now if I create customizations on User/Group forms in Base 
Development mode, would I lose them on upgrade to ARS v8.1?
If yes, I might be better off saving some time re-doing customizations on 
v7.6.04 on User/Group forms and just re-do them on reaching v8.1 but not on 
v7.6.04?

Please advise,
Regards,
Raj

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Re: Report Issue

[Raj]

I encountered this a couple of times for DVFs.
My workaround was to :


1.  Stop MT

2.  Clear Temp folder of machines where all MTs are installed

3.  Stop AR

4.  Clear Temp folder of machines where all AR are installed

5.  Clear Temp folder of end user machine

-Raj

From: prakash kodali [via ARS (Action Request System)] 
[mailto:ml-node+s1n11677...@n7.nabble.com]
Sent: Monday, April 21, 2014 08:24
To: Hiremath, Rajashekhar
Subject: Report Issue

**
Hi List

I'm experiencing some issues with reports. The user attempts to run a report 
and receives an error. While running the report we are setting up the values 
like

Destination : File
Format : CSV
Character Encoding : windows - 1252

Returns the message
getOutputStream() has already been called for this response

The tomcat log shows

Throw ARException - ERROR (313): Incompatible data types for intended 
relational operation.; ERROR (313): Incompatible data types for intended 
relational operation.;

This is only happens on mid tier.

We are using ARS 7.6 / Oracle 11g.

Any help would greatly appreciated..

Thanks,
Prakash.

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Re: ARERR 44856 - You do not have the permission to move to the status of Scheduled for Approval

[Raj]

Under what circumstances you are getting this error?

-Raj

From: Amrut Haridas [via ARS (Action Request System)] 
[mailto:ml-node+s1n116542...@n7.nabble.com]
Sent: Saturday, April 05, 2014 14:32
To: Hiremath, Rajashekhar
Subject: ARERR 44856 - You do not have the permission to move to the status of 
Scheduled for Approval

**
Hi All,

Any possible solution to fix this error - On change form user is getting below 
error-

ARERR 44856 - You do not have the permission to move to the status of 
Scheduled for Approval

Thanks for the help...


-Harry
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Re: {Remedy ARS} Re: ARERR 44856 - You do not have the permission to move to the status of Scheduled for Approval

[Raj]

I am assuming you are on 8.1 stack (taking a guess looking at the error).
Can you please collect filter logs and copy paste the area around the failure.


-Raj

From: Amrut Haridas [via ARS (Action Request System)] 
[mailto:ml-node+s1n11655...@n7.nabble.com]
Sent: Sunday, April 06, 2014 03:36
To: Hiremath, Rajashekhar
Subject: Re: {Remedy ARS} Re: ARERR 44856 - You do not have the permission to 
move to the status of Scheduled for Approval

**
A change user with CM assignee role, trying to move a ticket to next stage and 
getting this error.

Thanks  Regards,
-Amrut Haridas.
BMC Remedy/ITSM Consultant
Cell No  : 204-881-3558
Email:[hidden email]/user/SendEmail.jtp?type=nodenode=116554i=0




On Sat, Apr 5, 2014 at 5:01 AM, Raj [hidden 
email]/user/SendEmail.jtp?type=nodenode=116554i=1 wrote:
**
Under what circumstances you are getting this error?

-Raj

From: Amrut Haridas [via ARS (Action Request System)] [mailto:[hidden 
email]http://user/SendEmail.jtp?type=nodenode=116543i=0]
Sent: Saturday, April 05, 2014 14:32
To: Hiremath, Rajashekhar
Subject: ARERR 44856 - You do not have the permission to move to the status of 
Scheduled for Approval

**
Hi All,

Any possible solution to fix this error - On change form user is getting below 
error-

ARERR 44856 - You do not have the permission to move to the status of 
Scheduled for Approval

Thanks for the help...


-Harry
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-rAJ


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Re: change location of a field

[Raj]

Yes and No.

There is no change field action to change the location for field.
However, you can put the field in certain tabs and govern other tab visibility 
which would essentially give a limited impression of location change.

-Raj

From: Wagner, Christoph [via ARS (Action Request System)] 
[mailto:ml-node+s1n11648...@n7.nabble.com]
Sent: Tuesday, April 01, 2014 11:16
To: Hiremath, Rajashekhar
Subject: change location of a field

**
Dear listers,

is it possible to change the location of a field in a form with an active link 
or something like that? To change the x- and y- coordinates or maybe the width 
and height options as well?

Thank you very much for your help!

Regards
Christoph

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Re: RBE:Console, RBE:Worksheet

[Raj]

If I remember correctly, if one is not allowed to modify Global Rules.
You can create the same rule for your tenant and do the modifications, save 
button should show up there.

-Raj

From: Hennigan, Sandra [via ARS (Action Request System)] 
[mailto:ml-node+s1n116332...@n7.nabble.com]
Sent: Saturday, March 22, 2014 06:20
To: Hiremath, Rajashekhar
Subject: RBE:Console, RBE:Worksheet

**
Environment:
ARS 8.1
ITSM 8.1
Windows 2008
Oracle

We rely heavily on the Email Engine and its capabilities to create  update 
Incidents.  The Qualification on the OOB Rule Configuration Incident.Add 
worklog on the Incident is ('Subject' LIKE RE:%) AND ('Subject' LIKE %INC0%)

We have migrated from the Blackberry to an iPhone. When a reply is done from 
the iPhone, the Subject line is Re: not RE:. Having discovered this, the OOB 
Rule Configuration Incident.Add worklog needs to be updated.

Problem: there is no visible Save button on the RBE:Worksheet. Yes, there is 
a Save button on the form; visibility is permissioned to Email Rule Config. The 
button's ALs are permissioned to Public. My partner  I are Email Rule Config; 
we cannot see the button. I changed the button properties to Visible - we still 
cannot view the button.

Anyone encountered this? Ideas? Assistance is greatly appreciated.

Thank you,

Sandra Hennigan
Remedy Developer

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Re: BMC should have made upgrades easier - Customers loosing interests

[Raj]

Very well said!

They say captain is as good as his team, well, your IT is as good as people who 
run it :)

-Raj

From: Pierson, Shawn-3 [via ARS (Action Request System)] 
[mailto:ml-node+s1n116108...@n7.nabble.com]
Sent: Tuesday, March 11, 2014 18:52
To: Hiremath, Rajashekhar
Subject: Re: BMC should have made upgrades easier - Customers loosing interests

With BMC having a much larger market share that's to be expected though isn't 
it?  Also, the companies I've seen that go BMC - SNOW generally follow a 
pattern like this:

1) Company is on an old version of ARS with custom apps and an understaffed 
development team.
2) Company decides to try the latest release of BMC's ITSM, don't train their 
team or replace them with experienced ITSM administrators.
3) They get ITSM into production after a lot of pain and agony, with the ARS 
developer being unable to adapt to working with ITSM, and the owners of the 
ITSM processes not having an understanding of ITIL.
4) Service Now comes along with a canned sales script that exploits knowledge 
of the preceding failure and promises to make everything better, and makes an 
easy sale.

What happens next varies, because some people are happy with SNOW and stick 
with it.  In the scenario above, it's dangerous for SNOW as well because most 
likely they get rid of their Remedy resource who was probably the closest 
person to understanding the concepts of IT Service Management, or they try to 
put them on SNOW without proper training and guidance from an experienced SNOW 
consultant and while it works for a while, they are unable to do as much with 
it as the sales person promised.  As a result, they're just as likely to get 
upset at Service Now because things aren't magically happening perfectly after 
they spent all sorts of money and failed to deliver a second time.

What ITSM software vendors don't usually tell you is that software is tertiary. 
 If you have good processes and competent, experienced, well trained people 
first you could probably do ITSM with an Access database.  If you have bad 
processes, or incompetent, untrained staff, you could spend millions on an ITSM 
solution and it still won't work.  I've seen companies flail around going from 
custom ARS applications to SNOW to ITSM and still look for something new to go 
to because it's a lot easier to replace software than fix processes or educate 
and properly place your staff.  Nowhere that I've worked, mind you, but it does 
happen.  :-)

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=116108i=0] On Behalf Of stephen 
leith
Sent: Tuesday, March 11, 2014 5:52 AM
To: [hidden email]/user/SendEmail.jtp?type=nodenode=116108i=1
Subject: Re: BMC should have made upgrades easier - Customers loosing interests

There aren't many moving from snow to bmc. It's more common the other way 
around.

Kind regards.

Stephen Leith

 On 10 Mar 2014, at 20:32, James Smith [hidden 
 email]/user/SendEmail.jtp?type=nodenode=116108i=2 wrote:

 I have seen the service now UI, they have everything on singe UI say user 
 access, import and export, workflow development. UI is mot attractive and its 
 very clumsy.

 Its very though for the non programmers to develop workflows or do 
 customizations as at some point you need to know java scripting.

 In remedy, customizations and integrations are very simple. You have a great 
 tool (Developer Studio) to do all customizations which is pretty cool and I 
 like it.

 But as I said customers dnt see this. As per the last two posts from shown 
 and jejus, it seems that upgrades are failing due to lack of knowlege of the 
 person doing things.

 I am eager to hear the stories of client who moved from SNow to Remedy.

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Re: ITSM Process Designer on 8.1

[Raj]

Process Designer has huge potential.
It might not have got enough coverage - but that's something that will get 
built over the period of time and the tool maturity will grow in the same 
manner.

One can define and orchestrate the process - for external integration, you can 
define a custom interface form - create/update it based on the process - filter 
plugin / web service part can full fill.

-Raj

From: Pierson, Shawn-3 [via ARS (Action Request System)] 
[mailto:ml-node+s1n115858...@n7.nabble.com]
Sent: Tuesday, February 25, 2014 23:49
To: Hiremath, Rajashekhar
Subject: Re: ITSM Process Designer on 8.1

I'll take a look at that again.  I assumed it was built in such a way that it 
wouldn't be useful if you used other systems for part of the process, such as 
SAP for purchasing, but it's worth a revisit.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=115858i=0] On Behalf Of Carl Wilson
Sent: Tuesday, February 25, 2014 11:43 AM
To: [hidden email]/user/SendEmail.jtp?type=nodenode=115858i=1
Subject: Re: ITSM Process Designer on 8.1

Hi Shawn,
8.x.x versions of SRM come with a custom AIF provided by BMC for Hardware and 
Software ordering.  This interacts with the sub components including Purchasing 
and Requisition, Licensing, etc.

This may take your headache away:

https://docs.bmc.com/docs/display/public/srm81/Overview+of+the+Product+Ordering+feature


Jesus:

Currently, there are issues in PD with looping and restarting tasks e.g. if a 
Task (PD Task) is bypassed, and it is creating a fulfilment Task (TMS:Task) 
then the bypassed Tasks are not closed and therefore you cannot close the 
fulfilment request (based on the Rules).  Approvals are singular and not 
dynamic ... etc.
There were hot fixes available for 8.3.3 to correct this and other behaivour, 
but I have been told that these are not in the 8.3.4 release - therefore if you 
had these and upgraded then you are going backwards until they are ported to 
the 8.3.4 version.


Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=115858i=2] On Behalf Of Pierson, 
Shawn
Sent: 25 February 2014 17:18
To: [hidden email]/user/SendEmail.jtp?type=nodenode=115858i=3
Subject: Re: ITSM Process Designer on 8.1

This sounds interesting.  So for your request workflow that require approvals, 
loops, nested processes, etc. do you have a working prototype in Process 
Designer yet?  For my SRM plans, I am a fan of ARS development but I try to 
avoid building AIFs because they shouldn't be necessary.  I'm not entirely 
sure, but one of the more complicated ones I have is a software request process 
that I'm going to try to rebuild in some way in 8.1.  This one basically does 
several lookups on places like the Product Catalog, License Certificates, 
Computer Systems, etc. to determine if licenses are available and direct the 
request down the right process flow (using Task Groups) depending on license 
availability and a few other factors.  If I can't rebuild this process in ITSM 
as it is without using an AIF, I may investigate Process Designer but I'd 
probably stand up a new development system just to isolate it and avoid risking 
corruption of a system used by anyone else.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[hidden 
email]/user/SendEmail.jtp?type=nodenode=115858i=4] On Behalf Of Jamie
Sent: Tuesday, February 25, 2014 10:41 AM
To: [hidden email]/user/SendEmail.jtp?type=nodenode=115858i=5
Subject: Re: ITSM Process Designer on 8.1

We ran into an error when trying to install ITSM Process Designer on 8.1 
because an error indicated that 8.3.3 was not compatible with 8.1 Patch 2.  
After opening a ticket with BMC, they provided me with a defect SW00460401 
along with a hotfix that I put in place and was able to get around the pop up 
error message in my install.

As for using Process Designer, we are planning on using this instead of 
creating AOTs and PDTs just because it seems like it will be easier and quick 
to develop using the process designer than creating a bunch of AOTs and PDTs.  
Additionally, the ability to put in approvals or do other things such as loops 
and nested processes are something else that is needed for our organization.  
We are just beginning building out our SRDs and Processes, so I guess time will 
tell on how well it goes; but I see process designer being the future of 
building the processes in SRM...or at least I hope :)

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Fulfilment request not getting generated‏

[Raj K]

Hi Team,

Issue Description :

Fulfilment requests are not getting generated when request is submitted from 
Request Entry console and Service Request stays in Submitted Status. This issue 
is happens sometime. We tried to checked the event error on SRM:Request form 
but we did not find any error. After doing analysis in server side logs we 
found that one of the delete operation is not successfully completed on 
SYS:Action form. Currently I can see many entries in SYS:Action form which are 
stuck. 


We found a similar KB on BMC support portal but it was for ARS V. 7.0.

https://kb.bmc.com/infocenter/index?page=contentid=KA287111actp=searchviewlocale=en_USsearchid=1381622382317


Currently we are using following temporary Workaround:

 1.   Change the Request Status in Draft in SRM:Request form and Save. 
Again change the Status to Submitted. The fulfilment request get generated.
Or

2.   From SYS:Action form Select any pending entry and select delete 
status. Save it. The fulfilment request get generated.

 

Environment Detail:

OS :  Window Server 2008 R2 Enterprise 64-bit
DB:  Microsoft SQL Server 2008 R2
App: ARSystem 8.1, ITSM 8.1, SRM 8.1, SLM 8.1 ( Stack Installer) RAM : 16 GB



Thanks and Regards,

Rudra K.

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Re: Email Engine Install on Separate Server

[Raj]

Do you recollect the KB article? I am searching but not able to find the 
right one...

On Friday, November 15, 2013 3:40:41 AM UTC-8, Dhananjay Deshpande wrote:

 ** 
  
 You can setup a separate server to run the Email Engine service, there is 
 a knowledge article to change the registry to make the email engine run 
 without AR Server and then point email engine to your ARS.

  

 *Dhananjay *

 *From:* Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] *On Behalf Of *Raj
 *Sent:* 14 November 2013 22:01
 *To:* ars...@arslist.org javascript:
 *Subject:* Email Engine Install on Separate Server

  

 ** 
  
 Hi All,
 Working on installing ARS 7.6.04 on Linux using Silent Installer.
 We have provisioned new servers/VMs for ARS, EE  MidTier respectively.
 Finished installing ARS .7.6.04 on ARS Server, now looking into MidTier 
 and Email Engine install.

 Is it possible to install just Email Engine on a separate server/ Linux VM 
 or do I need to have ARS installed as well?

 Thank you,
 Raj
  
 _ARSlist: Where the Answers Are and have been for 20 years_
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Re: Email Engine Install on Separate Server

[Raj]

Thanks Kiran. I will give it a try.
Other challenge I am working on is to perform the install with Silent 
Installer script where I would have to mention all the parameters in 
advance opposed to GUI/Installer.


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Re: ARS 7.6.4+ on Redhat 6

[Raj]

ARS 7.6.04 SP5 to be specific.

On Thursday, November 14, 2013 4:01:12 PM UTC-8, PC Wai wrote:

 ** 
  Hi Listers,
  
 Does anyone install ARS 7.6.4 or higher to Linux Redhat 6 successfully? 
 Thanks in advance!
  
 Regards 
 PC Wai 

 Technology Consultant, Service Management – Production Integrity 
 Member of the *TELUS *team
 the future is friendly®
  
  
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ARS 32-bit or 64-bit?

[Raj]

Hi,
I am on path of upgrading ARS from 5.1.2 to 8.1(also moving from 
Solaris/Unix to Linux)
My understanding is - ARS 5.1.2 was 32-bit.
Does ARS 7.6.04 or ARS 8.1 provides an 32-bit or 64-bit option while 
performing an install?
Reading some posts I learnt that BMC recommends installing 64-bit ARS for 
version 7.6.04 or 8.1.
Currently, I am looking to perform a fresh install of ARS 7.6.04 on Linux - 
little unclear on 32-bit  64-bit.
Also, where could I find out the ARS installed on Solaris/Unix, Linux is 
32-bit or 64-bit?
Please advise.

Thank you,
Raj

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Re: ARS 32-bit or 64-bit?

[Raj]

Thank you! Patrick and Fred.

So, since v7 ARS is by default 64-bit ? assume when I perform a fresh 
install of ARS 7.6.04 it is going to install 64-bit by default?
Reason why I am asking it, I did an upgrade on ARS from v5.1.2 to v7.6.04 
on our Dev server.
Checked file arserverd - v5.1.2 showed 32-bit whereas v7.6.04 showed 
64-bit.

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Re: Java for ARS Install?

[Raj]

Thanks Jason and Lj. 
Appreciate much!


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Re: ARS 7.6.04 install on Linux using Command Line

[Raj]

Thanks a bunch! Paul.
I am going to give this a try.

Regards,
Raj



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ARS 7.6.04 install on Linux using Command Line

[Raj]

Hi All,
I didn't find any instructions to install ARS 7.6.04 using command line.
Neither have X-Windows installed nor do I have a jump host with X-Windows, 
just trying to understand if the command line install is possible or 
supported?
Please advise.

Thanks,
Raj

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Java for ARS Install?

[Raj]

Hi All,
Looking at the compatibility matrix for ARS 7.6.04, 8.0, 8.1 and it lists 
minimum version of Java supported.
Just wanted to clarify, is Java only needed for Midtier and Email Engine or 
it is also needed for ARS Install?
As we plan to install ARS, Email Engine, Midtier on all separate 
servers/VMs.

Please advise.
Thanks,
Raj

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Re: Java for ARS Install?

[Raj]

Thanks Lj.
Would the need change if I am performing an ARS upgrade from 
5.1.2.(5.1.26.37.17.6.048.1)? No ITSM.

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Re: Java for ARS Install?

[Raj]

Per compatibility matrix, the following Java versions are listed as 
compatible but my question was more inclined to the need of Java, is Java 
needed for ARS, EE or MT ?
Where can I find this information in BMC docs to support this...?

1.   Java 2 Platform, Standard Edition version 5 Update 12 for ARS 
7.6.04
Java Platform, Standard Edition version 6 Update 17 for ARS 8.1
As we are planning on installing ARS, EE and MT on separate servers so 
trying to understand the need for Java.

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Re: ARS 7.6.04 install on Linux using Command Line

[Raj]

Thanks Fred.
I found Appendix B in ARS v7.6.04 Install doc which describes Silent 
Install. Assume this is what you are referring to.
Any experience, gotchas using this method. Trying to eliminate any 
potential issues which I might encounter doing down this path.
Noticed there are atleast couple listed in KB.

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production issue - arserverd, arforkd keeps restarting

[Raj]

Hi All,
There is an ongoing issue on our Production environment where arserverd and 
arforkd processes keeps restarting.
Started since last week and this happens randomly and noticed that when it 
happens atleast once in 4-6hrs and when it happens it throws error:
ARERR (90) Cannot establish a network connection to the AR System 
Server..RPC: Miscellaneous tli error - System error (Socket error - 
10060).
After about 10-15mins, the server stabilizes and the error is gone until 
this re-surfaces again.
Current Production:
Environment Info:
AR Server Version : 5.01.02 Patch 1313
Hardware : sun4u
Operating System : SunOS 5.10
DB : SQL -- Oracle
DB Version : 10.2.0.5.0 - 64bi

Captured various logs - API, SQL, Filter, Escalation, etc but can't find 
much helpful information. Also, initiated a critical ticket with BMC but so 
far we haven't received any proper support but asking us to update the 
server to patch 1494. At this moment, we atleast would like to know the 
root cause if this issue rather than just blindly applying the patch. We 
also discussed with network folks and they mentioned there are no changes 
made on the network side recently.
When it happens, we also tried gracefully bringing Remedy down and 
restarting it again but no luck. This is ongoing issue.
We are thinking to reboot the server but atleast would like to know why 
this issue is occurring repeatedly.

Please advise.
Thank you,
Raj

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Re: production issue - arserverd, arforkd keeps restarting

[Raj]

version 5.


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Strategy for Remedy Release Maintenance

[Raj]

Hi All,
Just wanted to check with experts in here, what steps do they follow during 
Remedy Release/Maintenance.
In the past, we usually used to do our code push during the scheduled 
window. But lately we been having issues with code push if we are modifying 
a form and at the same time user is accessing the form.
Issue we noticed is the view never gets re-created, in some case we had to 
re-run the view DDL.
Since then we started putting Remedy in Admin-Only mode which has helped us 
upto some extent but not entirely plus we want to avoid admin only mode as 
basically it transpires to kind of an outage as users are unable to login.
So, wanted to check with you all in here, are there any special steps you 
take during remedy release or maintenance to perform code 
push/enhancements/bug fix/features, etc.
1. Is Admin-Only mode always needed? Can we do maintenance without putting 
Remedy Admin-Only mode?
2. Disable escalations - do you think we can also look into disabling 
escalation during maintenance and then enable it back.
3. Any other suggestions or recommendations?

Please advise.
Thanks,
Raj


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Re: Strategy for Remedy Release Maintenance

[Raj]

Environment info:
Server : 5.01.02 Patch 1313
Hardware : sun4u
OS: SunOS 5.10
DB: SQL -- Oracle
DB Version : 0.2.0.5.0 - 64bi
No Mid-Tier.

Thanks Tommy. For this version, I do not see an option to enable 
Development Cache Mode. Assume it was introduced in later versions.

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Re: Using BPCU while ARS Upgrade?

[Raj]

LJ, Jason, Brian,
Understand you are recommending to convert my objects in Custom or Overlays.
But here's the challenge I have - may be my limited knowledge - pl excuse 
me for that.
Read some posts where folks mentioned that they initiated the conversion 
using BPCU but in some cases it didn't detect correctly and they ended up 
doing the manual re-import and fixes to get those features working 
correctly. I certainly would want to avoid that considering the time and 
resource constraint we have.
Here's one such thread I am refering to - 
https://groups.google.com/forum/#!searchin/arslist/unmodified$20to$20custom$20or$20base/arslist/vw_xWirOBLI/1gmLDoErRpgJ

Yes, HD5.6 it pretty much of our own now. We have done so much heavy 
customizations on it. So, most likely may take an year or two to move away 
or even think about installing fresh ITSM and bring the customizations 
which we can't get away with. In short, I would like to avoid confusion 
here to upgrade HD 5.6. We are strictly looking into ARS upgrade for now. 
and HD5.6 we will treat it as home grown app due to heavy customizations.
 Now, coming on the situation I am yet on ARS 7.6.04 - 
Q1)so can I still try to run the upgrade installer(ARS to v8.1) with User, 
SHR:People, SHRCFG:OuterJoinPeopleUser and some workflow as overlays and 
rest as Base/UnModified? 
Other potential issue which Misi mentioned(
https://groups.google.com/forum/#!topic/arslist/sUyE_aVBpd8)- If this is 
your only customizations, I suggest that you leave everything in base mode. 
It is not an option to make OVERLAYs of these only, you need to  make all 
you other stuff CUSTOM. Otherwise your own workflow will not be able to see 
the OVERLAY-stuff in User/Group.
Is it to go either fully Base Development Mode(leaving all objects intact 
as unmodified) or completely Best Practice Mode(Convert my objects into 
Overlays or Custom - but again want to avoid the manual work on 
Customizations ?)

Q2) Since I have already created some Overlays, can I just convert those 
Overlays back to Base again so they will become Unmodified if I decide to 
go with complete BASE DEVELOPMENT mode.then run upgrade install?

Q3) Does mixing modes and having a mix of objects Unmodified and Overlays / 
Custom could result in issue which Misi mentioned?( Workflow may not detect 
Overlay stuff?)

Please advise.




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Re: Using BPCU while ARS Upgrade?

[Raj]

Thanks everyone for their responses. 

Spent quite some time reading on posts related to Overlays, BPCU, Developer 
Studio 7.6.04, etc...and trying to understand what all it means and implies.
Here's the situation I am in now(lil' confused), need some advise from 
experts in here:
As mentioned in the original post - *[While running the upgrade installer 
to v7.6.04(from v7.1), we had to delete User and Group forms(without this 
step upg installer was failing) and installer recreated them again. During 
this process we lost customizations to User  Group form(s).]*
-User form - recreated by Installer OOTB - converted to overlay - added 
custom fields...done.
-Customizations - We had some customizations around user onboarding process 
which uses Outer Join between SHR:People and 
User(SHRCFG:OuterJoinPeopleUser). It appeared to be that this form was part 
of OOTB Remedy in version 5 and in my company, we heavily used this form 
for customizations and created customer user onboarding process. But looks 
like in later versions on Remedy BMC dropped this join form.
In short, I am on ARS v7.6.04 with User, SHR:People and 
SHRCFG:OuterJoinPeopleUser as Overlays and some workflow which I had to 
modify and re-import/modify as Overlays.(Manually created overlays)

Based on the above info, I have couple of questions:
1. Upgrade to ARS v8.1. Is it ok to upgrade to ARS v8.1 with only the above 
listed forms/workflow as Overlays and rest all are still as 
Base(Customization Type - Unmodified). As BMC recommends to convert either 
into Overlays or Custom objects(Ideally). But read some posts where folks 
encountered issues while using BPCU and had to do manual rework later on. 
Basically, would like to avoid these issues and manual work and hence do 
not want to run BPCU/or convert into Overlays or Custom objects.
Did anyone had the same situation where only few objects you converted to 
Overlays  Custom but most you left to Base(Unmodified) and have gone 
through successful upgrade to ARS v8.1(or 8.0, etc)
2. Future Customizations: Now since I have mix of objects some are Overlays 
and most are still Base(Unmodified), how to decide to do custom development 
going forward. So e.g., If customization is needed later on - add some 
workflow to join form SHRCFG:OuterJoinPeopleUser(Overlaid) - it is not 
available in Base Development Mode(BD) so do I just do it in Best Practice 
Customization(BPC) Mode or convert it from Overlay to Base and go to BD 
mode and then do development. So,basically it is kind of challenge to 
juggle between Base Development Mode and Best Practice Customization mode 
to do development for a same feature.

Sorry for the long post, still trying to understand on Overlays...

Please advise.
Regards,
Raj

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Java API changes in ARS v8.1

[Raj]

Hi All,
I am looking for changes in Java API after ARS v7.5.
Would it be in release notes or what's new docs, where I can find this 
information?
Also, are there any considerable changes?

Thank you,
Raj

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Re: Java API changes in ARS v8.1

[Raj]

Thanks LJ.
I am trying to browse through v8.1 docs. Could you please tell which 
JavaDocs you are referring to.
Are those the one under - Developing an API 
programhttps://docs.bmc.com/docs/display/ars81/Developing+an+API+program
BMC Remedy AR System Java API 
overviewhttps://docs.bmc.com/docs/display/ars81/BMC+Remedy+AR+System+Java+API+overview
?

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Re: Java API changes in ARS v8.1

[Raj]

I do not have the ARS Installed, is there any way to retrieve that document?

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Re: Java API changes in ARS v8.1

[Raj]

Thanks LJ for you help. 
I will initiate a ticket with BMC to get those. Would appreciate if you 
could send it across otherwise no problem at all.
Forgot to mention earlier, we are on ARS upgrade path from v5.1.2 to v8.1.
We have some customizations/code which is using Java API v7.5.
Looking for Java API changes from ARS v7.5 onwards...
since I will upgrading from ARS v7.6.04 to v8.1...do we need to make code 
changes at our end reviewing just ARS v7.6.04  ARS v8.1 JAVA API changes 
or all four different versions ARS v7.6.03, 7.6.04, 8.0  8.1.

My understanding was reviewing just Java API changes of ARS v8.1  would 
suffice as it would be cumulative...but not sure?
 


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Re: Adding Index to Email form on v7.6.04

[Raj]

Thanks Jason.
So, that would mean, I have to add index on the Custom to the form in Base 
Development Mode as well?
(Sorry little confused now)
LJ and Fred mentioned that I should be good to go if I just add index to 
the Overlay.
Currently, In best practice mode I added the index to the overlay after 
creating form overlay.



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Re: Adding Index to Email form on v7.6.04

[Raj]

Thanks Jason.
So, that would mean, I have to add index on the Custom field to the form in 
Base Development Mode as well?
(Sorry little confused now)
LJ and Fred mentioned that I should be good to go if I just add index to 
the Overlay.
Currently, In best practice mode I added the index to the overlay after 
creating form overlay.


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Re: Adding Index to Email form on v7.6.04

[Raj]

Thank you Doug for the clarification.
I did a test and here's what I got:

on v7.6.04 - I got a warning on Dev Studio - Message - Index length longer 
than 255 bytes may not work on all databases: AR System Email Messages. 
Code - 8037.

on v5.1.2 - I got an ERROR - ARERR 210 - Total length of all fields 
involved in an index is greater than the maximum length allowed.

So, I understand this restriction was put by Remedy in v5.1.2(error) which 
has been modified to a warning in newer version v7.6.04.

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Adding Index to Email form on v7.6.04

[Raj]

Hi All,
I am working through ARS upgrade from v5.1.2 to v8.1. Currently, on v7.6.04.
After upgrading email engine I noticed that some indices were dropped on 
v7.6.04.
We have some custom fields on AR System Email Mesages form and we had index 
on one of those custom fields.

Now I am trying to figure out, what is the best way to add an index.
Here's what I tried :
Created form and view overlay of AR System Email Messages form and added 
index(to the overlay) in Best Practice Customization mode. But when I check 
for the indices by going to Base Development mode although it it there on 
Overlay in Best Practice Customization mode., I do not see that index.
Do I also need to go to Base Development mode and add that index and save 
the form?

I am still confused when to use Best Practice Customization Mode and when 
to use Base Development mode?
As we will be running ARS and Email Engine upgrade from v7.6.04 to v8.1 
pretty soon.

Also, the index length used to be limited to 255 on v5.1.2, did that change 
and the limit has been increased in v.7.6.04? As I was able to add index 
but I got a warning message saying - Index length longer than 255 bytes 
may not work on all databases: AR System Email Messages.(DB is Oracle 10g).

Please advise.
Thanks in advance,
Raj

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Re: Using BPCU while ARS Upgrade?

[Raj]

For backward compatibility of our ITSM(HD 5.6) and existing customizations 
on User form, we analyzed and decided to create those Custom fields on 
newer version.
To do that what is the recommended approach - Do I have to create overlay 
for User form and then modify the overlay in Best Customization mode or I 
just go to Base Development mode and start adding the fields?
Also, at what step do I use BPCU(do I need to use it at all or I can skip 
it?)

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Re: Using BPCU while ARS Upgrade?

[Raj]

For backward compatibility of our ITSM(HD 5.6) and existing customizations 
on User form, we analyzed and decided to create those Custom fields on 
newer version.
To do that what is the recommended approach - Do I have to create overlay 
for User form and then modify the overlay in Best Customization mode or I 
just go to Base Development mode and start adding the fields?
Also, at what step do I use BPCU(do I need to use it at all or I can skip 
it?)

On Tuesday, August 13, 2013 8:47:17 AM UTC-7, Raj wrote:

 ** 
 Hi All,
 We are in the process of upgrading ARS from v5.1.2 to v8.1. We also have 
 HD v5.6 which at this point are not thinking of upgrading as we have heavy 
 customization. Now coming on to ARS, we also have some customizations on 
 our core forms.
 While running the upgrade installer to v7.6.04(from v7.1), we had to 
 delete User and Group forms(without this step upg installer was failing) 
 and installer recreated them again. During this process we lost 
 customizations to User  Group form(s).
 At this point, we are still re-visiting the customizations we have to the 
 core forms to see if we really need them.
 Based on the above scenarios I have couple of questions:
 1. Do we still need to run BPCU to convert pre-v7.6.04 objects into 
 overlays[as we are only upgrading ARS but not ITSM(HD)] ?
 2. What would overlays help us with in our scenario, as we have ARS +ITSM 
 (HD5.6 only) ?

 Thanks again,
 Raj
 _ARSlist: Where the Answers Are and have been for 20 years_


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Re: Using BPCU while ARS Upgrade?

[Raj]

Thanks Jason and Kiran. Your response clarified lot of things. 

We are currently focusing on ARS Upgrade only, so as upgrading our heavily 
customized HD 5.6 is a big challenge but eventually we will get there or we 
might just start fresh with newer Service Desk.

As you suggested, I am just going to manually create the overlays for core 
forms where we have customization.

Jason,
BTW, If my understanding it correct then you must have used the best 
practice mode only initially when you upgraded from ARS7.0 to ARS7.6.04 and 
that is again only to convert the core customized forms into overlays?
 On day to day basis you just used Development Mode but again when you have 
to customize your core forms again, do you switch modes and create overlays 
again? 
Also, if you would have created Custom Objects do you need to convert them 
into Base Objects if you were to upgrade to v8.1 or so...
Pl excuse my limited knowledge on Overlays.:-)

Thanks again!


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Using BPCU while ARS Upgrade?

[Raj]

Hi All,
We are in the process of upgrading ARS from v5.1.2 to v8.1. We also have HD 
v5.6 which at this point are not thinking of upgrading as we have heavy 
customization. Now coming on to ARS, we also have some customizations on 
our core forms.
While running the upgrade installer to v7.6.04(from v7.1), we had to delete 
User and Group forms(without this step upg installer was failing) and 
installer recreated them again. During this process we lost customizations 
to User  Group form(s).
At this point, we are still re-visiting the customizations we have to the 
core forms to see if we really need them.
Based on the above scenarios I have couple of questions:
1. Do we still need to run BPCU to convert pre-v7.6.04 objects into 
overlays[as we are only upgrading ARS but not ITSM(HD)] ?
2. What would overlays help us with in our scenario, as we have ARS +ITSM 
(HD5.6 only) ?

Thanks again,
Raj

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Re: Handling customizations during upgrade

[Raj]

Installer completed successfully.(ARS v7.1 to v7.6.04 completed)
I had to delete User and Group form(afte taking data backup) in addition to 
what I mentioned in below steps.
Installer recreated User and Group forms but the customizations are lost 
though.
Similarly, installed recreated Flashboard forms as well.

Thanks a bunch, everyone for their help. I really appreciate it.

On Thursday, August 8, 2013 1:50:29 PM UTC-7, Raj wrote:

 Thanks Fred. Appreciate your response.
 1 Took a backup of the data. Going to delete all the data in this form.
 2.Took backup and Deleted all 9 Flashboard forms
 3. 4. 5. Group.def- where can I find more info, what all forms are 
 included in this?
 we do have some customizations on User form, so going to delete those 
 custom fields and perform backups and will try to run the installer.




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Handling customizations during upgrade

[Raj]

Hi All,
I am working through ARS upgrade from v5.1.2 to 
v8.1(5.1.26.37.17.6.0481). 
Currently, encountering issues while running the installer to upgrade ARS 
to v7.6.04. It looks like the installer is failing due to customization on 
core forms.
In this case, how can get these errors resolved to get the upgrade 
installation successful.
Reached out to BMC  they are suggesting to export the data for the Core 
forms, delete the Core forms, run the installer again to install the Core 
forms and then create Overlays with Customizations and re-import the data.

Before going down this path, I would like to check in here, if anybody 
encountered similar issues  how they were resolved? Also, if there is any 
other alternate way?
My concern is identifying the customization to core forms and redoing will 
take considerate amount of time and also, down the road, what if we miss 
something and lose customization and end up in issues.

Appreciate any help or advise you could provide in here.

Errors from the various logs:
1. CREATE UNIQUE INDEX I13_20030_1 ON T13 (C20030,C20010).*** ERROR *** 
 ORA-01452: cannot CREATE UNIQUE INDEX; duplicate keys found
T13 - AR System User Central File form.
(We don't have any customizations to this form but not sure why is throwing 
error)

2. UPDATE T1492 SET C112=';0;'
   ** ERROR ***  ORA-00904: C112: invalid identifier
   ORA-00904: C112: invalid identifier
T1493 - FB:History
(We don't have Flashboards installed, not sure why Installer is trying to 
install FBs and throwing error)
3. Group.def / 392 Field/VUI name must be unique for the form -- there is 
already a field or VUI using this name Group Number
168 Error with one of the field/assignments in the set filter/active 
link/escalation definition Group
392 Field/VUI name must be unique for the form -- there is already a field 
or VUI using this name Group Number
55 The following item was not imported GR-ShowMembers
311 Field ID is not related to this form 20007
55 The following item was not imported Group
318 Group does not exist on server 60513
(We have some Customizations on User form but not on Group form, so not 
sure why installer is throwing error on Group form)
4. UserPref.def - ARImport of this failed...
5. CentralizedUserPrefence  GroupUser(this is captured from the 
ARSystem_apps.log...these two shows failed...

Thanks,
Raj

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Re: Handling customizations during upgrade

[Raj]

Thank you Roger. What's strange is I didn't encounter this during upgrade 
run on our Dev Server but now when I am attempting on Pre-Prod I am facing 
these issues.
BTW, How can I identify the Core forms and any tips  tricks to identify 
the Customizations on them?


On Thursday, August 8, 2013 9:17:04 AM UTC-7, Roger Justice wrote:

 ** The introduction of Overlays in version 7.6.04 is the reason you are 
 encountering issues. Core forms need to have a customizations removed prior 
 to doing the 7.6.04 upgrade.





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Re: Handling customizations during upgrade

[Raj]

Thanks Fred. Appreciate your response.
1 Took a backup of the data. Going to delete all the data in this form.
2.Took backup and Deleted all 9 Flashboard forms
3. 4. 5. Group.def- where can I find more info, what all forms are included 
in this?
we do have some customizations on User form, so going to delete those 
custom fields and perform backups and will try to run the installer.

On Thursday, August 8, 2013 10:01:00 AM UTC-7, Grooms, Frederick W wrote:

 ** 
  
 From the Errors

 1.  T13 - AR System User Central File form.

 You have duplicate data in the form …. The installer is trying to create a 
 unique index and can’t   (Object Name and File Type must now be unique).   
 Delete the duplicate data.

  

 2.  SQL states  T1492  but you list 1493

 Flashboards is now part of the base ARS package.  If you are not using it 
 then you can delete the FB forms and the installer will happily create them

  

 3.  I believe the Group.def file includes the user form  

  

 4 and 5 may be because User  Group failed.

  

 Fred

  


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Re: Post Upgrade - Server Information is empty

[Raj]

I am encountering same issue while running upgrade from v7.1 to v7.6.04.
Where do you find this definition file(serveradmin.def) ?

On Monday, July 16, 2012 9:51:15 PM UTC-7, jaya munjal wrote:

 ** 
 Hi List

 Yes re-importing the serveradmin.def resolved the issue.

 Thanks for your help

 regards
 Jaya

   --
 *From:* Longwing, LJ CTR MDA/IC lj.long...@mda.mil javascript:
 *To:* ars...@arslist.org javascript: 
 *Sent:* Thursday, July 12, 2012 10:10 PM
 *Subject:* Re: Post Upgrade - Server Information is empty
  
 Jaya,
 I agree with Matt, I've had this problem before and found the solution 
 through the plugin logs.  The problem was that there was stuff on the form 
 that didn't work properly.  I corrected by manually re-importing the Server 
 Administration def file from the upgrade and telling it to delete extra 
 fields/views, this cleaned up the form and allowed it to work properly.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] On Behalf Of jaya munjal
 Sent: Thursday, July 12, 2012 9:21 AM
 To: ars...@arslist.org javascript:
 Subject: Post Upgrade - Server Information is empty

 ** 
 Hi List

 We are upgrading our ARS 7.1 to ARS 7.6.04 SP2 , the installer runs fine 
 but we have noticed that most time the server information becomes blank. 
 The services come up and the host id is shown on the license console. But 
 server information remains empty, we have tried restarting ar server as 
 well as ar plugin services.

 But still the server information remains blank, anyone experience the same 
 issue.

 ARS 7.1 upgrade to ARS 7.6.04 SP2 

 DB - Oracle 10.2 

 OS - Solaris 9

 Thanks
 Jaya


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Re: Post Upgrade - Server Information is empty

[Raj]

Thanks a bunch, got it.

On Wednesday, August 7, 2013 8:50:51 AM UTC-7, Hullule, Kiran wrote:

 ** 

 You can find it under 
 ARS_Install_Directory\Arserver\installforms\en\serveradmin.def

  

  

  

 *From:* Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] *On Behalf Of *Raj
 *Sent:* Wednesday, August 07, 2013 9:14 PM
 *To:* ars...@arslist.org javascript:
 *Subject:* Re: Post Upgrade - Server Information is empty

  

 ** I am encountering same issue while running upgrade from v7.1 to v7.6.04.

 Where do you find this definition file(serveradmin.def) ?

 On Monday, July 16, 2012 9:51:15 PM UTC-7, jaya munjal wrote:

 ** 

 Hi List

  

 Yes re-importing the serveradmin.def resolved the issue.

  

 Thanks for your help

  

 regards

 Jaya

  
 --

 *From:* Longwing, LJ CTR MDA/IC lj.long...@mda.mil
 *To:* ars...@arslist.org 
 *Sent:* Thursday, July 12, 2012 10:10 PM
 *Subject:* Re: Post Upgrade - Server Information is empty


 Jaya,
 I agree with Matt, I've had this problem before and found the solution 
 through the plugin logs.  The problem was that there was stuff on the form 
 that didn't work properly.  I corrected by manually re-importing the Server 
 Administration def file from the upgrade and telling it to delete extra 
 fields/views, this cleaned up the form and allowed it to work properly.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org] On Behalf Of jaya munjal
 Sent: Thursday, July 12, 2012 9:21 AM
 To: ars...@arslist.org
 Subject: Post Upgrade - Server Information is empty

 ** 
 Hi List

 We are upgrading our ARS 7.1 to ARS 7.6.04 SP2 , the installer runs fine 
 but we have noticed that most time the server information becomes blank. 
 The services come up and the host id is shown on the license console. But 
 server information remains empty, we have tried restarting ar server as 
 well as ar plugin services.

 But still the server information remains blank, anyone experience the same 
 issue.

 ARS 7.1 upgrade to ARS 7.6.04 SP2 

 DB - Oracle 10.2 

 OS - Solaris 9

 Thanks
 Jaya


 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


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Re: Post Upgrade - Server Information is empty

[Raj]

Do I import using Developer Studio?
Also, looks like it includes def of lot of forms, any chance importing this 
could cause to lose customizations we have?
Where can I find more information on this def file...

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Upgrade from v5.1.2 to v8.1

[Raj]

Hello All,
We are trying to perform an upgrade of our Remedy Instance on v5.01.01 to 
v8.1.
So far we have upgraded ARS from v5.1.2  v6.3  v7.1  v7.6.04.(Solaris) 
on Dev Environment as a proof of concept.
We are targeting to Upgrade to v8.1 and also to move to Linux(VMware ESX). 
To accomplish this here's what we are trying to do:
1. Upgrade ARS to v7.6.04(Solaris), take DB(10g) copy
2. Install a fresh ARS of v7.6.04(Linux) + DB(10g)
3. Drop DB of Step 2 + Attach DB copy from Step 1(so we will have a ARS 
v7.6.04 with Linux on 10g DB)
4. Upgrade DB to 11g
4. Run upgrade install from ARS v7.6.04 to v8.1

Based on the above approach/ steps I have few questions:
1. Is the above approach feasible?, as the aim for our upgrade is to bring 
our Remedy instance to a supported version.
ARS upgrade from v5.1.2 to v8.1. Also, we would like to move away from 
Unix/Solaris platform to Linux VM platform.
2. We also have ITSM 5.6/Remedy HelpDesk v5.1.2 - How do we handle this? As 
for now, we are only thinking of upgrading ARS not ITSM.
3. Also, my understanding is v7.5 onwards, there has been drastic changes. 
Any caveats of losing our customizations(Customization on HPD as well as 
Custom applications we have in place)? How do we handle these?
4. Dev Server - As a proof of concept on our Dev Server, we upgraded ARS 
from v5.1.2 to v7.6.04 so far. Working on to upgrade to v8.1 now.
5. DB from non-unicode to unicode - Our Dev DB was already Unicode. Whereas 
our Prod DB is non -unicode, so at what point do we have to convert from 
non-unicode to Unicode(before running v6.3 Upgrade install)?

Source - ARS v5.1.2 + ITSM v5.6(HelpDesk v5.1.2) + Custom/Home grown apps.
Destination/Target - ARS v8.1 + ITSM v5.6(HelpDesk v5.1.2) if supported or 
ITSM v8,1(Service Desk) + Custom/Home grown apps.

Environment Information:
Current Production:
Environment Info:
AR Server Version : 5.01.02 Patch 1313
Hardware : sun4u
Operating System : SunOS 5.10
DB : SQL -- Oracle
DB Version : 10.2.0.5.0 - 64bi

Current Development (where we are running ARS Upgrade Installs):
Environment Info:
AR Server Version : 7.6.04 SP4 201209051922
Hardware : sun4u
Operating System : SunOS 5.10
DB : SQL -- Oracle
DB Version : 10.2.0.5.0 - 64bi 

Does the above approach feasible? I would highly appreciate any 
help(practical lessons, gotchas, caveats, etc) you can provide.

Regards,
Raj

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Re: Upgrade from v5.1.2 to v8.1

[Raj]

Thanks a bunch everyone!

Based on the replies I understand, ARS Upgrade from v5.1.2 to v8.1 is 
feasible.. Although, to upgrade ITSM(HPD v5.1.2) will be very challenging.
At this moment, we do not have enough budget to perform this at a full 
stretch but trying the best whatever we could do at our end with very 
limited resources we have.
The upgrade we have planned so far is to only upgrade ARS and bring it to a 
newer/supported version.
Also, at the same time, we are moving away from Solaris to Linux.(which I 
understand would be a challenge for our DBA)
I do understand, there is a risk of HPD v5.1.2 not working properly or at 
all on ARS 8.1, as per ticket with BMC - they clearly stated that it is not 
supported.
So, as you all suggesting to go with fresh install of ITSM 8.1 makes sense.

So far, we have performed ARS v5.1.2 upgrade to ARS 
v7.6.04(5.1.26.37.17.6.04) and HPD v5.1.2 is functional(knock on 
wood!!!).
Made notes of the changes, tested and made some fixes wherever needed.
Used migrator to run the difference reports, Misi's rrrDefFieldDiff tool 
and made notes. 
About the expand boxes, we didn't make any changes right now(left them as 
it is) but thinking just to hide the expand boxes on the main forms,for eg: 
HPD, etc.
We have heavy customizations and integrations(on HPD as well). On dev, it 
is very challenging for us to test all these thoroughly but we been 
starting and making sure that the Creates, Updates  Deletes work and there 
are no issues. Also, at the same time, trying to run quick tests through 
most of the customer features  functions we have.
Any additional advise or recommendations?

On Thursday, June 27, 2013 10:12:01 AM UTC-7, Jason Miller wrote:

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Re: Routine SQL Remedy database maintenance/health check

[Raj]

Hi Ken,
If you don't mind, could you create a separate post for this please?  Just 
to avoid any confusion.
Thanks!

On Thursday, June 27, 2013 11:37:30 AM UTC-7, Cecil, Ken wrote:

 ** 
  
 Any of you that are using MS SQL for your Remedy database… 

  

 Do you perform any regular or routine maintenance, utilities, scripts, or 
 other health checks on the AR System database to help keep things running 
 smoothly?

  

  

  

  

  

 Ken.
  

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Re: Missing CTM:People

[SUBSCRIBE arslist Raj Padole]

Hi Kathy,
CTM:People form ships with itsm application not with ARS. You will find User 
form which ships with ARS

Regards,
Raj Padole.

-Original Message-
From: Kathy Morris
Sent:  30/05/2013, 00:55 
To: arslist@ARSLIST.ORG
Subject: Missing CTM:People


Hi,

 

We did an AR System server install of 7.6.3 and we do not see the ctm:people
form. 

Received a successful install message. 


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How to create multiple incident by creating only one incident?

[Raj Padole]

HI,Can we create multiple incidents (multiple copies of same incident) if i am 
creating only one incident? 

 Thanks,
-Rajkumar Padole.

  
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Re: Remedy 8.1.00 V Setup

[Raj Padole]

Hi Hari shankar,
  First of all i would like to clear that the system requirement depends upon 
no. of customers you are catering.

Currently I am using 8.1 on VM with

1) CPU with  Processing speed 2.8GHz and it is working fine. 
2) RAM: I have 8GB of RAM. If you are not planning to install ITSM then 8GB of 
RAM is sufficient. It is working fine. 
3) You can choose Java 1.7 it will be good. minimum requirement is Java 1.6. 
Tomcat 7 will be better and it gives very good performance. Or you can go ahead 
with the tomcat which comes with AR System Installable.
4) I am using Windows 2008 Server Enterprise Edition(64-bit) Service pack 2 it 
is stable and works well.
5) The HDD size depends upon how much your DB size will grow (i guess you are 
going to install Database on  the same VM). I think  250GB will be more than 
enough.
6) SQL Server 2008 Enterprise Edition(64-bit) is also good but I don`t have 
much idea about this.  I am using Oracle 11gR2 64 bit database.

  I think you can go ahead with the system which you have mentioned. It will 
definitely give you good performance.


 Thanks,
-Rajkumar Padole.


Date: Wed, 1 May 2013 19:42:17 +
From: lm...@me.com
Subject: Re: Remedy 8.1.00 V Setup
To: arslist@ARSLIST.ORG

**
Hi :)

So you just have ARS and CMDB? No ITSM, SRM, SLM?
I guess that on the same VM you'll also have a mid-tier and the database?
Will you install the web services Atrium Core and a Tomcat for it?


CPU: 4 core indeed, 2 would be the limit.

Processing speed: I would say it doesn't matter that much.
If it's a poc the CPU processing speed isn't really a problem. I got a 
laptop which is an octocore 2.30 Ghz but which is overall more powerfull
 / faster that most of my customers dev / staging environment.

RAM: seems a bit high if you have only ARS+CMDB+Integrator.
I made a 8.1 VM with 12 GB ram but with all the stack (ARS, CMDB, ITSM, SRM, 
SLM, Integrator server, Openfire, tomcat for mid-tier, tomcat for Atrium Core 
webservices, sql server) and right now after one day use I'm using 9 GB with 
several Firefox and Chrome opened, developer studio and Data Import Tool on the 
VM.
I guess in your case you could go to 10 if you don't install the Tomcat for the 
Atrium Webservices. Or even 8 GB but I wouldn't be that comfortable here. Right 
now with web browsers closed and dev studio / data import closed I'm using 7.74 
GB RAM (so with all stack and Tomcat for Atrium WS using nearly 500 MB).

HDD:
It seems a lot. I'm using 66 GB used right now but once again, I have all the 
stack, online help, Analytics and BO XI 4, Dashboards and so on.


My advice is to limit the SQL Server memory setting at 4 GB.
I would go for Java 1.7 x64 and Tomcat 7 x64 (or use the Tomcat from installer).
As for OS, are those the 2008 or 2008 R2 versions? I always work with R2 and 
they work fine (with latest SP on both).

Then more importantly it depends what you want to do with this POC VM. Just a 
demo here is what is the CMDB or big reconciliations, a lot of data, 
interfaces and so on?

Anwyay, a POC is there to show off to customers most of the time. So if you can 
take a cool hardware rig with 12 GB RAM, a very fast HDD (or SSD) and 4 CPU, do 
it.


On 01 May, 2013,at 09:14 PM, Hari Vishwakarma hsvishwaka...@gmail.com wrote:

** Hi,

I am going to install Remedy 8.1.00 version for POC purpose.
Can anyone suggest what per-requisites should I consider before starting the 
Remedy 8.1.00 version.

Objective: To install Remedy 8.1.00 V
 Components of 8.1.00 V inculdes: AR Server, CMDB( Atrium Core  Integrator),No 
ITSM in consideration
Environment: Windows

Currently the planning in mind as per BMC recommendations are:

Hardware Pr-requisites:
 
Server type: VM

Server details:

1. Processor type : 4 core CPU processor
2. Processing speed: = 3 GHz( Can we consider less than this, if yes, what 
were its pros  cons)
3. RAM: 12 GB( Can we consider less than this as well, if yes, what were its 
pros  cons)
 4. Hard disk space(HDD): 250 GB

Software Pr-requisites:

OS name: Windows 2008 Server Enterprise Edition(64-bit)
Database: SQL Server 2008 Enterprise Edition(64-bit)
JAVA : JAVA 1.6.X/JAVA 1.7.X( 64-bit)
 Tomcat: 6.0.X (64-bit)

Please guide me in selecting the best options available with suggestions  let 
me know in case of any challenges involved.

Also, please confirm if this ok to start the installation.
 



Best Regards,

Hari shankar Vishwakarma

E-mail:- hsvishwaka...@gmail.com
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Re: Takes long time to open flashboard variable Developer studio 8.1

[Raj Padole]

Hi,

I have tried to open HPD:INC:KPI_ServiceDesk  this flash board variable in 
Developer studio 8.1 but it takes more than 10 min.
Other flash board variables are opening fine.

 Regards,
-Rajkumar Padole.


Date: Thu, 25 Apr 2013 13:00:24 +
From: magnus.bl...@gdm.se
Subject: Takes long time to open flashboard variable Developer studio 8.1
To: arslist@ARSLIST.ORG

**








Hi
Has anyone else problem to open flashboard variables in Developer studio 8.1? 
It is not all variables but for example to open HPD:INC:KPI_ServiceDesk takes 
for me about 10 minutes.
 
/Magnus Blixt



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Re: SLA attached but do not want to start

[Raj]

Hi, Lieb,

Could you please explain me in details what issue you are facing, so 
that i will try to help you out to find the solution.


Regards,
Rajkumar Padole.


On 4/16/2013 2:18 AM, Liebrecht Fick wrote:

Hi , I have SLM service target on Work Orders that do not want to start.

Start When*:'WO Type Field 07' = $\TIMESTAMP$

Where WO Type Field 07 is a date/time field .

Thanks

Lieb.

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Re: SRM Issue

[Raj]

Hi Tauf ,

We have SRM with version 7.6.04 and here external means the clients 
using SRM through internet and when they tried to open attachments of 
their own requests it is not visible to them. I have tried your 
suggestion every thing looks fine. I am not getting what is the problem.


Thanks,
Rajkumar

On 4/12/2013 4:00 AM, Tauf Chowdhury wrote:

Raj,
More info needed. Start with version.
Then, what does external mean? Are these people who have access to
remedy and SRM? Are they coming in through the internet? Are they
looking at their own requests?
Here's a few things that cause attachment issues sometimes:
1: Make sure pop up blockers are disabled.
2: Check to see that when they log into remedy (using IE), it is a
trusted site or local intranet. I've seen issues where if it is Public
Internet, attachments don't show up. Really, this is because of some
underlying security option that is checked and is less restrictive.

Sent from my iPhone

On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote:


Hi,

I am facing the following issue,
In SRM external customer users are unable to view attachments in the activity 
log.

Thanks in advance.

Regards,
Rajkumar

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SRM Issue

[Raj]

Hi,

I am facing the following issue,
In SRM external customer users are unable to view attachments in the 
activity log.


Thanks in advance.

Regards,
Rajkumar

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field length issue

[Raj]

Hi,
can we any mechanism to increase the length of a character field dynamically as 
the data in that field increases ?

Regards,
Rajkumar Padole.

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Re: field length issue

[Raj]

Hi ,
Thank you for your quick reply Abhijit and Vikrant.

Regards,
Rajkumar Padole.

-Original Message-
From: Kulkarni, Vikrant
Sent:  11/04/2013, 12:18  PM
To: arslist@ARSLIST.ORG
Subject: Re: field length issue


If you make the field length 0 would do the trick for you as Abhijeet suggested 
but there are issues with FTS and QBE search depending your ARS version. I 
guess there is a BMC ticket open for this. You may like to know about it. The 
ARS version 7.5 and 7604 have this issue (at least till SP2).

Thanks,
Vikrant

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Gadgil, Abhijeet
Sent: Thursday, April 11, 2013 12:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: field length issue

You could make it a 0 length field, essentially a clob that way. You will need 
to use like then on for this field in searches.



Raj rajkumar.pad...@vyomlabs.com wrote:


Hi,
can we any mechanism to increase the length of a character field dynamically as 
the data in that field increases ?

Regards,
Rajkumar Padole.

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Re: Is it possible to change a field id (Database ID in Dev Studio) on a form

[Raj]

Yes it is possible to change the field id of a field in developer studio before 
saving the form.

Once you saved a form you can not change field id.

To change the field id double click on the field then select  database option 
from properties and change the id .

Regards,
Rajkumar Padole.

-Original Message-
From: Angus Comber
Sent:  07/04/2013, 4:02  PM
To: arslist@ARSLIST.ORG
Subject: Is it possible to change a field id (Database ID in Dev Studio) on a 
form


Is it possible to change the field ID of say a character field on a form in BMC 
Developer Studio.  I think it was possible in the old windows Administrator.  
If so how do you do that?

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Query to find Joined Columns/fields tables/forms

[Raj]

Hello All,
We are working on archiving strategy.
In that process, to make the DB Script automated but not hard coded, trying 
to figure out a SQL query to find list of all the fields and the forms 
exists in JOIN forms.

Trying something like below:
select queryshort from schema_join where schemaid=3128

result:
4\1\99\536870913\1\1\ 

From the example above, (Column/field)536870913 from Form A is joined with 
(Column/Field)1 from Form B.
Wanted to check with DB Experts in here to figure out a query to find 
joined columns/fields, tables/forms we have in JOINED forms on our system.
We have over 100 JOIN forms, so thought Query would be way faster than 
manually opening each form and identifying the forms and fields.

Please advise.
Regards,
Raj



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Re: Using a BIRT Editor to Create or Modify Web Reports

[Raj]

Hello,

Not sure this is the right solution, but I was able to make the report created 
Birt 4.2.1 work. I faced the same problem as mentioned by you. So used Birt 
2.5.1 to create a similar report. 

Then I compared the rptdesign files using notepad++. There were few differences 
in the report files like the 4.2.1 adding additional values like the report 
designer, heading etc. I just updated the version in the report created by 
4.2.1 to look like it was created in 2.5.1 and uploaded.

report xmlns=http://www.eclipse.org/birt/2005/design; version=3.2.20 id=1
property name=createdByEclipse BIRT Designer Version 
2.5.1.v20090903 Build lt;2.5.1.v20090922-0630/property

Ran the report from the report consoles and both the reports works just fine. 
Hope this helps.


Regards,
Raj

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Re: 'field' != 'DB.field'

[Raj]

Thanks David,
Sorry my bad.

Yes, the 2nd Set Fields is $tmp$ to $field$” .

On Tuesday, December 4, 2012 7:04:39 AM UTC-8, David Durling wrote:

 ** 
  
 Jiri,

  

 Regarding the logic in the filters, Raj said:

  

 “Firing this filter on modify with RUN IF as 'field' != 'DB.field', three 
 sets fields, 1st set fields - setting the new value to tmp field.

 2nd set fields - entry in Audit log - Value changed from $field$ to $tmp$ 
 3rd set field - clearing the tmp field.”

  

 I think it depends on if he’s setting the value from “current transaction” 
 or from the “server” (same form matching on request id) as to whether he 
 gets the new or old value in $tmp$.  If from the “server”, then it should 
 work, though the audit should actually read “Value changed from $tmp$ to 
 $field$” instead of the other way around.  At least that works for me.

  

 David

  

 David Durling

 University of Georgia

  

  
   
 *From:* Action Request System discussion list(ARSList) [mailto:
 ars...@arslist.org javascript:] *On Behalf Of *Jiri Pospisil
 *Sent:* Tuesday, December 04, 2012 4:50 AM
 *To:* ars...@arslist.org javascript:
 *Subject:* Re: 'field' != 'DB.field'
  
  

 ** 
  
 Raj,

  

 You mentioned API update and from the condition you suggested below, it 
 looks like the update in fact sets the field value to zero length 
 character, i.e. “”. 

 That in my experience is different from NULL value, which would explain 
 why your filter is firing.

 Also looking at your logic in the filter, to me it seems that the second 
 set field will always result in saying value changes from “new value” to 
 “new value” as I cannot see where the old value would come from.

  

 Hope this helps

  

 Jiri Pospisil

 Remedy specialist

 LCH Clearnet

  
  
 *From:* Action Request System discussion list(ARSList) [
 mailto:...@ARSLIST.ORG javascript:] *On Behalf Of *Raj
 *Sent:* 04 December 2012 04:43
 *To:* ars...@arslist.org javascript:
 *Subject:* Re: 'field' != 'DB.field'
  
  

 ** Thanks Dale. Based on lot of discussions on this topic, I decided not 
 to involve TR to avoid any complexities.(In-spite of benefits of using TR)
  
 but looks like I would have to give that a try.
  
  
  
 Also, I was thinking to try something like below:
  
 ('field' != 'DB.field') AND ('field' != ) 
  
  
  

 On Monday, December 3, 2012 5:44:10 PM UTC-8, Dale Jones wrote:

 ** 
  
 Try
 'TR.field' != 'DB.field' AND 'TR.field' != $NULL$
  
  
  
 Dale Jones
  
 DCS
  
 Raleigh, NC
  
 919-523-6034
--
  
 *From:* Action Request System discussion list(ARSList) [ars...@arslist.org] 
 on behalf of Raj [ravi...@gmail.com]
 *Sent:* Monday, December 03, 2012 7:26 PM
 *To:* ars...@arslist.org
 *Subject:* 'field' != 'DB.field'
  
 ** Hi, 
  
 I have gone through various discussions on 'field' != 'DB.field' on the 
 forum here but still little confused.
  
 Currently, we have a code 'field' != 'DB.field' and looks like it tracks 
 all changes to the field.
  
 It is even tracking null value change as well.
  
 For Example, I am updating Audit log something like value changed from A 
 to B.
  
 But I do see entries of value changed from  to  
  
  
  
 Would this Run If qual in filter also tracks when a null is pushed to this 
 field from API.
  
 My understanding is when a null is pushed, field has a transaction value 
 of null but which is = to DB.field, then why is this filter firing?
  
 Did anyone encounter such a case?
  
 As I would like to stop logging value changed from  to   in the audit, 
 as it is of no use.
  
 Pl advise.
  
 Thanks,
  
 Raj
  
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