Re: ARS 7.x with CM 5.6
Thanks for the feedback gents. I'm not sure I am sold on upgrading the server from 6.3 to 7.1 at the moment. Although, I get that it makes sense to do an ITSM/ARS upgrade in piecemeal, I think I will wait for 7.1 to stabilize. I am not getting a warm-fuzzy about 7.1 after reading various posts in ARSList. :-) On a related side-note, does anyone know when 6.3 support ends? When 7.5 is released...? :p Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ARS 7.x with CM 5.6
We are using ARS v.6.3 (patch 20). The reason why I am asking is that there are plans to upgrade to ITSM 7. The thought is to upgrade the server now to get that out of the way. However, I don't wish to create any additional issues, work, etc. If there is no additional benefit to upgrading 6.3 to 7, other than being ready for ITSM 7 if/when that comes, then I don't see any real benefit to doing it now. Thanks, Richard __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ARS 7.x with CM 5.6
Silly question but is anyone running server version 7.x with older applications, for example Change Management 5.6? Are there any benefits/pratfalls to upgrading the server version and leaving the applications at older versions? I'm trying to make a determination if there is any benefit to upgrading the server version now in preparation for an ITSM 7.x application upgrade later. Thanks for any input, Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy 6.3 Patch 20 ( DST )
We just patched mid-tier and ran into the same flashboard drill-down issue. Per BMC support, patch 19 actually broke it (see defect SW00256388) and a fix should be in patch 21, which is currently a restricted release. In the meantime there is a simple fix that can be made to the ClientCore.js files. BMC support should be able to provide you this fix if you use flashboards. Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: upgrade for DST
Janet, Yes you will need to upgrade mid-tier AND ARS from 6.1 to 6.3. Based on feedback I received from BMC, it doesn't sound like, at least to me, that they have actually tested a scenario in where one does not upgrade from 6.1 to 6.3. In the technical bulleting I read, "...could potentially affect" so this didn't leave me with a warm fuzzy. We are in the same boat and will need to patch/upgrade mid-tier, ARS, email engine, and flashboardsw! Best of luck to you, Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Ticket Query (part deux)
Thanks everyone for the ideas. It's more work than I expected and have no problem telling the customer "No". =) However, when I have time one of these days I plan to test out some of the ideas just for the learning experience. Cheers, Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Ticket Query (part deux)
Hello,
I posted this question before and it did not elicit any responses.
Therefore, I asked BMC support and the response I received was, "I am
sorry I just dont know of a way you can limit the returned entires."
(punctuation and spelling errors left intact).
The question was:
How would I go about querying the last "N" tickets? Meaning, I'd like to
create a macro (or know the syntax) with a variable ("N") to pull up
just the last 10, 20, 50, 100 , etc. records recently created.
Can anyone help answer if this is do-able or not?
Thanks,
Richard
___
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DST and patch 20
I reviewed the technical bulleting as it relates to Remedy ARS 6.1 and DST. I read the following "defects": * SW00256859 -Web services do not recognize the new DST schedule. If any date related data that occurs between the "old" DST window and the "new" DST window (for example, between March 11 and April 1, 2007 and between October 28 and November 4, 2007) is processed through web services, the time will be off by 1 hour. * Comment- Adjust workflow accordingly? * SW00256860 Exporting an application (including data) does not save new 2007 DST date/time values correctly. If any date-related data that occurs between the "old" DST window and the "new" DST window is exported as part of an application, then imported, the time will be off by 1 hour. * Comment - N/A * SW00256085 "Server Time" in BMC Remedy Administrator on the Server Information tab shows a one-hour difference between DST 2007 Start and End date. * Comment - Not concerned about this. * SW00256266 BMC Remedy User shows a one-hour difference in time for date and time fields if the time zone locale is set through the BMC Remedy User Preference form and if an operating-system-level DST patch is installed on the system. Workaround: Users should use the BMC Remedy User * Comment - N/A- Since there is no patch for ARS 6.1, our current server version, we would need to upgrade to 6.3 patch 20. This is a time/resource issue for us at the moment. Am I missing something or can we not just manually adjust workflow to match the server time? Can't I offset business time? Can we not build workarounds in time-based workflow affected by DST until we have the time to upgrade? What are the caveats and/or what am I missing if we choose not to patch for DST? Thanks, Richard ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Print option from attachements
Hello Listers, I posed this question to BMC support and the response was useless (which seems to be par for the course lately). "Curerntly, in the Change Management application, when an attachment is opened (from an attachment pool) it is served up as a .jsp but does not offer any option to print in this view. The way around this is to do a ctrl-p. I'd like to add a print button/option after an attachment is opened in a web view. How do I go about doing this" Can you modify the attachment .jsp to do this or not possible? Sorry, I am not a developer so simplified instructions are much appreciated. Anyways, for chuckles, here is the response I received from BMC support. Name removed to protect the guilty: "Hi Richard, It depends on what type attachment it is. For example, if it's a word document, you can change the behavior to open it in a new window as follows: My computer>view>options>file types>Word document>Edit>check Browse in same window http://support.microsoft.com/kb/q162059/ Issue Summary: printing attachments form web view" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
Re: Archiving Data in Remedy
To me, the biggest pitfall is that there is only one thread for escalations. This is problematic if you use escalations for other processes (such as notifications, record clean-up/deletion, etc) that fight for an open escalation thread. In this case, proper table indexing, archiving/record deletion time staggering and database performance tweaks will all help alleviate some pain. Thank you, Richard Crosby Starbucks Coffee Company | Information Technology | [EMAIL PROTECTED] | (206) 318-4614 One day your ship will come in, but you'll be at the airport. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
BMC Support(less)
** Wonderful, Opened a few tickets with BMC support and getting very canned/scripted responses back that provide little-no-help. I’m so glad support has been offshored…:/ Anyone else seeing this or is just my bitter self? Richard __20060125___This posting was submitted with HTML in it___
Re: Remedy Support Site - Fixed?
Title: RE: Remedy Support Site - Fixed? ** Not sure I see what the problem is. I’ve used it without “incident” for the last few days. User error? J Richard From: Mueller, Doug [mailto:[EMAIL PROTECTED] Sent: Thursday, October 19, 2006 8:22 AM Subject: Re: Remedy Support Site - Fixed? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Tuesday, October 17, 2006 10:01 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? ** Peter: I 'discovered' this yesterday. That and the looping Remedy link if you go to www.bmc.com/support. About drove me nuts... James Mckenzie L-3 GSI From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:58 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? ** Ahh..That was it... I got logged in but I kept following the View Update Issues link under the BMC section Im in now Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of McKenzie, James J C-E LCMC HQISEC/L3 Sent: Tuesday, October 17, 2006 12:52 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? ** Peter: Make sure you are using the REMEDY site and not the BMC site. They are right on top of each other. Yes, BAD DESIGN... James Mckenzie L-3 GSI -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lammey, Peter A. Sent: Tuesday, October 17, 2006 9:33 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Support Site - Fixed? I cant get in. Ive got a ticket with Customer Care on it and they are sending emails for me to try different things but its not working. I keep getting to the page that says I do not have a Customer Care ID even though I use the email address that Customer Care sent me. Even when I try the Forgot my Password link and follow the other steps on the pages I get to a page that indicates there was an error. I tried calling BMC support but I was left on hold for a hour so I just hung up. IMHO - This new site sucks! Thanks Peter Lammey ESPN MIT Technical Services & Applications Management 860-766-4761 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle - IST contractor Sent: Tuesday, October 17, 2006 12:27 PM To: arslist@ARSLIST.ORG Subject: Remedy Support Site - Fixed? Hey, Y'all: My account has been fixed. Can someone else who was having issues, yesterday check theirs? I am able to see some of my cases now. I'm so proud of them. I love this site. The contents of the Created By column on the Update Issue Details table is kind of cute: "Vantive Houston Data Conversion". Yep, we notice everything. :) Since, it seems to be kind of difficult to get through to Customer Service, may I suggest to the individuals managing the new site to add some type of temporary Feedback link to automatically submit issues/enhancements specific to the website. If someone saw a link on the page already, please let me know. Just in case someone's listening: 1. Decrease the size of the height and width of the top and left banners, respectively. It's causing a serious and annoying scroll issue in the actual mid-tier frame. 2. I've only seen a logout link on one page. Someone mentioned seeing it somewhere else. Either add a logout button to each page, or make it plainly visible. So far when I can't quite remember where I've seen the logout link, I've been using http://support.bmc.com/arsys/servlet/LogoutServlet to logout of their site. Overall, I'm pleased. I'm sure it only gets better from here. Michelle __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___
multiple selection from drop-down list
** I’m pretty sure I have seen the ability to make multiple selections from a drop-down list by using ctrl-left click. This isn’t a feature out-of-the-box so what is entailed in the workflow to do so? Could someone kindly provide details of what’s involved? Thanks, Richard __20060125___This posting was submitted with HTML in it___
Re: Install of 7.0
Title: RE: Install of 7.0 ** A few things to maybe try/check: 1) When attempting login from the user client, are you using the fully qualified or abbreviated server name in the accounts? Have you tried both? 2) Check the ar_install.log (/usr/tmp/ar_install.log) for install-related errors. 3) Restart arserver, attempt to log in with client, then tail the last 100 lines, or so, of the of the arerror.log (/db/arerror.log). Good luck! Richard __20060125___This posting was submitted with HTML in it___
Re: cleaning up queue
** I see lots of responses, but no answers…. Mimi, Normally, in incident/problem management, a “queue” is where a request is placed into for further processing. Wikipedia definition: “In providing services in computer science, transport, and operations research a queue is a buffer where various entities such as data, objects, persons, or events are stored and waiting to be processed.” For example: Say I work at an inbound technical support center. I receive a call regarding a cracked laptop screen. I have 3 “queues” I can send the ticket to. There is a Network, Hardware and Telecomm queue. Naturally, a cracked screen falls under “Hardware”, so I place the ticket in that queue. Now it is up to the Hardware queue owners to manage the ticket. In many cases, misinformation, poor training, lazy analysts, etc. will all attribute to improper queue assignment. Based on your information below, I am going to heavily assume that they want the PM queue cleaned out. Meaning someone needs to go through the cases/tickets in the PM queue and re-assign them to the appropriate queue. As far as “form” goes, this is the primary location where collected information is stored. If you are a Help Desk, then it is normally referred to a “Trouble Ticket” or “Help Desk Case”. I would suggest getting with one of the Tier 1 Help Desk analysts to see how they process incoming tickets so you understand the triage process. Without, this knowledge, you won’t get too far. Also, the Help Desk analyst, under much scrutiny from the supervisor, should be able to help you reroute misassigned tickets to the correct queue. Hope this helps, Richard From: Mimi Lakew [mailto:[EMAIL PROTECTED] Sent: Sunday, September 03, 2006 10:17 AM Subject: Re: cleaning up queue ** I am pasting the request directly if it help, "MD has designated routes that the tech run each month and it doesn't match up with what is produced in Remedy, causing the queue to be overfull. What I need is to have all the PM's cleaned out..." MD is one of the states we support but I my self doesn't know which specific form he is talking about. I wish I can give you more details. I deeply appreciate your effort and even general idea about the "queue" might lead me to something. __20060125___This posting was submitted with HTML in it___
Re: BMCUserWorld ARS Developers Forum Session?
** I would also be interested in a demo. Notifications and escalations are the current the bane of my existence. Especially since ARS only allows 1 thread for processing escalations. L Richard __20060125___This posting was submitted with HTML in it___
Re: Mid-Tier 7 - ARERR [9388]
There is an article from BMC support that references ARERR 9388 (KM-00025800): ARERR 623 and 9388 when logging into Mid-Tier 7.0 as Demo. Categories Installation MidTier P R O B L E M We are receiving ARERR 623 and ARERR 9388 when attempting to log in to Mid-Tier 7.0 as Demo. We can log into the Config, Admin and User Tools with no problem. S O L U T I O N Mid-Tier 7.0 now requires a password in the Admin Tool under File > Server Information> Connection Settings. This would be the same password that is in the Mid-Tier Configuration Tool on the AR Server setting page for that specific server. If you access the AR Server settings, notice the Admin Password - these 2 Passwords must match, and in Mid-Tier 7.0 a null password is no longer acceptable. Please verify that both these passwords match, then flush the cache, delete the browser cache and try to log in to the Mid-Tier once more. Also, you may need to increase the VM heap size (edit tomcat.sh) to at least 256 MB or more if you continue to receive an out of memory error. Check the Mid-tier 7 release notes as well. HTH, Richard ___ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
Re: TIP for Remedy developers: Keeping fields 'locked' on your form..
** “** Hold down the shift key as you're about to click on the field.” Ok, this makes sense. J Thanks, Richard __20060125___This posting was submitted with HTML in it___
Re: TIP for Remedy developers: Keeping fields 'locked' on your form..
** I’m not sure I comprehend the steps. If you click once on field, hold shift down, then click on the same field again then essentially you have de-selected it. Thus not being able to really do anything with the field. Am I misinterpreting your instructions? Also, I rely on good old Edit>Restore for recovery when I accidentally move one, or a grouping of, fields. Richard PS- Anyone ever bother with submitting an enhancement request for a form/field lock? __20060125___This posting was submitted with HTML in it___
Re: Log Viewer Utility
Title: arslist Digest - 9 Aug 2006 (#2006-316) ** There are two log analysis utilities on Matt Reinfeldts site, PLOG5 and LogAnalysis: http://www.mattreinfeldt.com/site/component/option,com_docman/task,cat_view/gid,19/Itemid,28/ HTH, Richard __20060125___This posting was submitted with HTML in it___
