Re: Future of OLE/DDE integrations?
Think that AIE might be part of that solution? Or is it too limited? Rick On Wed, Apr 28, 2010 at 12:18 PM, LJ LongWing wrote: > They will need to utilize the client that's availableMid-Tier...ya > know, > launch browser, pass information in through URL, etc > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Juan Ingles > Sent: Wednesday, April 28, 2010 12:46 PM > To: arslist@ARSLIST.ORG > Subject: Future of OLE/DDE integrations? > > Ravi's current posts re:ACD integration have got me wondering again > > Anyone have any notion of how OLE/DDE and run-macro integrations will > work in a post ARS 8.0 world? (i.e. without the user tool) > > Juan Ingles > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Future of OLE/DDE integrations?
According to Microsoft, DDE is still active in Windows 7 - and Office 2007, though there are some security restrictions that would limit its use. Google Windows 7 DDE, and you will get more details. Rick On Wed, Apr 28, 2010 at 2:04 PM, Guillaume Rheault wrote: > I have no idea as you know, windows DDE is really really old, it is > pre-Internet (as we know it today), so I would think no > Although Microsoft maintained, grudgingly, DDE in Vista, I don't even know > if Windows 7 supports that... > > > From: Action Request System discussion list(ARSList) [arsl...@arslist.org] > on behalf of LJ LongWing [lj.longw...@gmail.com] > Sent: Wednesday, April 28, 2010 5:01 PM > To: arslist@ARSLIST.ORG > Subject: Re: Future of OLE/DDE integrations? > > Does Windows DDE not have the ability to interact with a Web client?is > that not even an option? > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault > Sent: Wednesday, April 28, 2010 2:42 PM > To: arslist@ARSLIST.ORG > Subject: Re: Future of OLE/DDE integrations? > > hey Juan, this is no laughing matter :-) (or is it??) > > For integrations between the Remedy User tool and another app, that rely on > Windows for communications, such as the telephony integrations , this is > the > death knell, or a total rewrite ... > > As you suggested, the only thing that you may do is explore the actual > javascript used to send events , so that an active link that fires on event > will catch the message coming from the other application... > > As recent as a couple of years ago, I did an integration between the Remedy > User tool and the Avaya IP agent, and the only possible way was with > Windows > DDE, as bad and archaic as it sounds > > Guillaume > > > From: Action Request System discussion list(ARSList) [arsl...@arslist.org] > on behalf of Juan Ingles [juan.n...@gmail.com] > Sent: Wednesday, April 28, 2010 3:28 PM > To: arslist@ARSLIST.ORG > Subject: Re: Future of OLE/DDE integrations? > > LOL Guillaume. I guess I asked for that. ;) > > Let me rephrase for the rest of you liter-ARSLists... > Anyone have any info/ideas on integration mechanisms that will be > available for providing the functionality that soon to be non-running > OLE/DDE/RunMacro integrations currently provide? > > I'm envisioning a world of javascript maintenance nightmares. And THAT > might not even be an option with the current penchant for Flash. > > Juan Ingles > > > > On Wed, Apr 28, 2010 at 11:48 AM, Guillaume Rheault > wrote: > > They just won't run > > > > Guillaume > > > > > > From: Action Request System discussion list(ARSList) [ > arsl...@arslist.org] > on behalf of Juan Ingles [juan.n...@gmail.com] > > Sent: Wednesday, April 28, 2010 2:46 PM > > To: arslist@ARSLIST.ORG > > Subject: Future of OLE/DDE integrations? > > > > Ravi's current posts re:ACD integration have got me wondering again > > > > Anyone have any notion of how OLE/DDE and run-macro integrations will > > work in a post ARS 8.0 world? (i.e. without the user tool) > > > > Juan Ingles > > > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Set multiple Status levels in a guide.
If you only need two values, what about having the first Filter fire in Phase 1? Would that make any difference? I was also thinking of an AL guide, because you can force the Commit Changes action in an AL. Or, maybe just fire the first one in that guide, then have the other one in another guide that fires After Modify. Rick On Wed, Apr 28, 2010 at 2:35 PM, Reiser, John J wrote: > ** > > Hello Listers, > > > > ARS 7.1 Patch 6 > > MS SQL 2005 > > > > I am trying to get a guide to run multiple filters that step through the > status levels in our home grown Helpdesk. > > > > I record the Status-History.TIME.XYZ values to gather metrics. > > We need to prevent tickets from skipping certain status levels but the > Helpdesk Supervisor wants the ability to click a “Quick Close” button. > > This button will be used at submit time to set the Status-History.TIME.New, > Status-History.TIME.Assigned, Status-History.TIME.Resolved and the AutoClose > date field. > > > > I want it to simulate the action of stepping through the status values or > just recording the time in the Status-History.Time values. > > > > I tried making two filters that do SET fields Status – Assigned and Status > – Resolved respectively. I run them in a guide but the only status value > that gets set is the one associated with the second filter in the guide. ( > If is swap them the ticket is Assigned and not Resolved.) > > > > TIA, > > --- > John J. Reiser > Senior Software Development Analyst > Remedy Administrator/Developer > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - paraphrased by > me > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Adding Menus to AST forms
If you added those fields to the attributes list in Base_Element, could you then add the menu to the field at that level and have it filter down? Rick -Original Message- From: Thad K Esser Date: Mon, 3 May 2010 12:16:55 To: Subject: Adding Menus to AST forms ** Hi, I'd like to add a menu to the Floor and Room fields on all the AST forms in Asset Management (ITSM 7.0.3, ARS 7.1, CMDB 2.1). Short of opening every form, and adding the menus, is there an easier way? Those fields don't already have any menu (not even a null menu), so I can't use an active link to attach them. (the menus have already been created for something else) Thanks, Thad Esser Remedy Developer *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Adding Menus to AST forms
Sounds like a good suggestion, Peter. Rick -Original Message- From: P Romain ARSlist Date: Mon, 3 May 2010 20:29:25 To: Subject: Re: Adding Menus to AST forms These fields are attributes in the CMDB. I'd suggest adding $NULL$ menus to the fields via the class manager or CMDB driver then use active link(s) on the AST form(s) to add the menu(s) you need. If you later change your mind about the menus, or change the menu names, then you then only need to modify workflow, not CMDB attributes. BTW, I found during an upgrade from CMDB 2.1 to 7.6 that $NULL$ menus I'd added to these attributes were removed so be prepared to re-apply this change if you ever version-up. Cheers Peter _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: 03 May 2010 20:22 To: arslist@ARSLIST.ORG Subject: Re: Adding Menus to AST forms If you added those fields to the attributes list in Base_Element, could you then add the menu to the field at that level and have it filter down? Rick _ From: Thad K Esser Date: Mon, 3 May 2010 12:16:55 -0700 To: Subject: Adding Menus to AST forms ** Hi, I'd like to add a menu to the Floor and Room fields on all the AST forms in Asset Management (ITSM 7.0.3, ARS 7.1, CMDB 2.1). Short of opening every form, and adding the menus, is there an easier way? Those fields don't already have any menu (not even a null menu), so I can't use an active link to attach them. (the menus have already been created for something else) Thanks, Thad Esser Remedy Developer *IMPORTANT NOTICE: This communication, including any attachment, contains information that may be confidential or privileged, and is intended solely for the entity or individual to whom it is addressed. If you are not the intended recipient, you should delete this message and are hereby notified that any disclosure, copying, or distribution of this message is strictly prohibited. Nothing in this email, including any attachment, is intended to be a legally binding signature. * _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: UNIX to Windows Remedy Migration
If you are going to use an AR method or tool to do data imports, be sure to drop the indexes on forms that have more than about 100k records. That will speed the import process significantly. Once the data is imported, add the indexes back in. Rick -Original Message- From: Tim Palmer Date: Tue, 4 May 2010 10:03:59 To: Subject: Re: UNIX to Windows Remedy Migration I've done this migration about 5 or 6 years ago. In my opinion that was the best decision my company made at that time. And yes I'm bias to SQL server database. The easiest option is to use AR Import to migrate your data to the new platform. Hopefully you have a programmer who can write you some windows scripts to run these imports for you. The smaller forms you can do a full copy and the larger forms it will run based on a date range. These windows scripts can be set to run at night so you don't have to watch it and it will not impact your current production during peak hours. Make sure to have some sort of data integrity check to validate all data was migrated over. Thanks, Timothy Palmer Ex Soundgarden To Sent by: "Action arslist@ARSLIST.ORG Request System cc discussion list(ARSList)"Subject 05/04/2010 02:36 AM Please respond to arsl...@arslist.o RG ** Hi ARSListers! We're currently planning to migrate existing Remedy environment in Sun Solaris to Windows Server. Below is the current system information: ARS 7.0.1 p10 running on Sun Solaris 10 Oracle 10g running on the same server Mid-tier 7.0.1 patch 6 running on MS Windows Server 2003 Memory size 8GB 4 UltraSPARC-IIIi virtual processors each running on 1.6GHz No ITSM applications installed. AR System is used for in-house developed applications (consisting of 1052 forms). average of 60-70 concurrent users. 600 registered users Initial possible scenario I’m currently looking at 2 options below: 1.Upgrade Remedy Server to latest version, purchase new hardware, and use the same platform (Solaris 10) . OR 2. Full migration to Windows Server 2008, including the database migration to SQL Server 2008. This is to reduce the cost of our support and maintenance for the servers Please give me any advice if what option is the best to implement. I’m really keen on just using the same platform (Solaris) but we currently don’t have any Solaris/Oracle support which pretty much led us to looking at the Windows migration. If you can list all the pros and cons on doing any of the opt
Re: UNIX to Windows Remedy Migration
100k is kind of where you can start to notice the difference, and then it depends on the size of each record and the number of Indexes as to how much of a difference. 100K of a small form, probably no difference. 100k of a large form with 8+ indexes, probably so. Rick -Original Message- From: Misi Mladoniczky Date: Tue, 4 May 2010 18:37:04 To: Subject: Re: UNIX to Windows Remedy Migration Hi, RRR|Chive can drop indexes and recreated after the migration. Have you really seen a big speed difference by doing this? I measured the time for a 100k form with a lot of indexes, and could not see any difference in the speed. I do not remenber which database it was though... Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. > If you are going to use an AR method or tool to do data imports, be sure > to drop the indexes on forms that have more than about 100k records. That > will speed the import process significantly. Once the data is imported, > add the indexes back in. > > Rick > > -Original Message- > From: Tim Palmer > Date: Tue, 4 May 2010 10:03:59 > To: > Subject: Re: UNIX to Windows Remedy Migration > > I've done this migration about 5 or 6 years ago. In my opinion that was > the best decision my company made at that time. And yes I'm bias to SQL > server database. The easiest option is to use AR Import to migrate your > data to the new platform. Hopefully you have a programmer who can write > you some windows scripts to run these imports for you. The smaller forms > you can do a full copy and the larger forms it will run based on a date > range. These windows scripts can be set to run at night so you don't have > to watch it and it will not impact your current production during peak > hours. Make sure to have some sort of data integrity check to validate > all > data was migrated over. > > Thanks, > > Timothy Palmer > > > > > Ex Soundgarden >AHOO.COM> To > Sent by: "Action arslist@ARSLIST.ORG > Request System cc > discussion > list(ARSList)"Subject >ORG> > > > 05/04/2010 02:36 > AM > > > Please respond to > arsl...@arslist.o > RG > > > > > > ** > > Hi ARSListers! > We're currently planning to migrate existing Remedy environment in Sun > Solaris to Windows Server. Below is the current system information: > > ARS 7.0.1 p10 running on Sun Solaris 10 > Oracle 10g running on the same server > Mid-tier 7.0.1 patch 6 running on MS Windows Server 2003 > Memory size 8GB > 4 UltraSPARC-IIIi virtual processors each running on 1.6GHz > No ITSM applications installed. AR System is used for in-house developed > applications (consisting of 1052 forms). > average of 60-70 concurrent users. 600 registered users > > > Initial possible scenario I’m currently looking at 2 options below: > > 1.Upgrade Remedy Server to latest version, purchase new hardware, and use > the same platform (Solaris 10) . > > OR > > 2. Full migration to Windows Server 2008, including the database > migration > to SQL Server 2008. This is to reduce the cost of our support and > maintenance for the servers > > Please give me any advice if what option is the best to implement. I’m > really keen on just using the same platform (Solaris) but we currently > don’t have any Solaris/Oracle support which pretty much led us to > looking > at the Windows migration. If you can list all the pros and cons on doing > any of the options, that will surely help me. > > In addition to that, may I know if anyone here has any experiences > migrating from Unix to Windows environment recently or in the past? If > you > can let me know your success stories (and migration strategy), it would > be > greatly appreciated. > > Any good inputs will be appreciated. > Regards... > Gabud > > >_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > This email message and any attachments are for the sole use of the > intended recipient(s) and may contain information that is > proprietary to Ahold and/or its subsidiaries (Ahold) or o
Re: WARNING - POSSIBLE FRAUD
Classic Monty Python. Google it. Rick -Original Message- From: Richard Copits Date: Tue, 4 May 2010 15:19:01 To: Subject: Re: WARNING - POSSIBLE FRAUD What is "the dead parrot sketch"?? Is that a picture or ?? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Darrell Reading Sent: Tuesday, May 04, 2010 3:06 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING - POSSIBLE FRAUD ** It's not Friday yet, but y'all are FUNNY! I love it! Made me think of that group that pranks Nigerian scammers, and how they got a couple of them to act out the dead parrot sketch. Darrell Reading Systems Engineer Phone 479.204.5739 dere...@wal-mart.com Wal-Mart Stores, Inc. 805 Moberly Lane, MS-0560-68 Bentonville, AR 72716 Save Money. Live Better From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Warren Baltimore Sent: Tuesday, May 04, 2010 13:59 To: arslist@ARSLIST.ORG Subject: Re: WARNING - POSSIBLE FRAUD ** Yeah, I'm waiting for my lawyer in Nigeria to send me my $23,456,234.00. He says I just need to send him a check for his fees! On Tue, May 4, 2010 at 2:55 PM, Bruce Sisk mailto:siskbr...@peoplepc.com>> wrote: ** sooo...what do i need to do to get the $1500?? I am already working with a really nice Nigerian Prince to get his money back too!! Bruce Sisk BFS Enterprises -Original Message- From: Warren Baltimore Sent: May 4, 2010 2:30 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: WARNING - POSSIBLE FRAUD ** Folks, I hate to have to write this, but I think that someone has been trolling the ARSlist in the wild and using information for possible fraud. I started getting phone calls early this morning from people looking for me. They had all received spam that evidently has my name and phone number attached. The emails all come with the subject line of : $1500_Wired to Your Bank_in 1 Hour! The reason I suspect that they gained the information from the list is that it is the only place that I can think of that has by email/phone number/name all in one place (the phone number is unlisted). This is a guess on my part, but given the fact that the list is easily searchable from the web, it seems rather likely. I share this with you as it occured to me that IF I was correct about where the info came from, it could be happening to others on the list to. This is meant just as a warning. It is a sign of the times we live in. Warren -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ PeoplePC Online A better way to Internet http://www.peoplepc.com<http://www.peoplepc.com/> _attend WWRUG10 www.wwrug.com<http://www.wwrug.com/> ARSlist: "Where the Answers Are"_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ** This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. ** Walmart Confidential ** _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Windows UserID
How about prepopulating the userid from the ticket when the survey is created?
If that data is unavailable, how would the survey be directed appropriately?
Rick
-Original Message-
From: Veeral Oza
Date: Wed, 5 May 2010 18:07:31
To:
Subject: Re: Windows UserID
Forgot to mention environment:
ARS 7.0
ITSM 7.0.3
Midtier: 7 on Apache-Tomcat on a Windows machine.
Oracle 11g database.
On Wed, May 5, 2010 at 6:05 PM, Veeral Oza wrote:
> Hi,
>
> I am stuck at this requirement and was wondering if this is feasible to
> implement:
>
> 1) When an Incident is resolved, an email goes to the customer to submit a
> survey, with a survey link.
> 2) The link opens the survey form in the brower without the user
> authenticating in the midtier. A surver-user with a restricted read license
> is created for this purpose which allows multiple people from multiple
> locations to submit the survey.
> 3) There is a submit button on this survey form.
> 4) When the user clicks on submit button, it is required that, his Windows
> User ID be captured in one of the fields.
> ___
>
> Solutions implemented that did not work:
> 1)
> Create a little Java function in a .jsp file and put it in your "shared"
> folder on your Midtier:
>
> Name the file something like /arsys/shared/get_remote_user.jsp.
>
> get_remote_user.jsp contains:
>
> function env_ip_var()
> {
> var return_value = "<%=request.getRemoteUser()%>";
> return (return_value)
> }
>
> In the Web Header content of the form you want to capture this on,
> add...
>
> language="JavaScript">
>
> To set a field with the data from the JavaScript functions do the
> following in an active link...
>
> Run Process Command Line:
> javascript:window.F().DoSet(env_hostname());
>
> Be sure to change with the field ID of the field you want to
> set.
>
> This did not work, function env_ip_var returns null.
>
>
> Solution 2:
>
> A set fields actions in an active link:
> $PROCESS$ CMD /C "set username"
>
> This worked only in user tool. However this functionality is required for
> web.
>
> ___
>
> If you have any other ideas, please do share.
>
> Regards,
> Veeral Oza
>
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Windows UserID
Is there any way that the user could be sent a link to a survey that isn't
theirs? And if grabbing the user if is so important, why not ensure a login to
take the survey. Seems like a long path to satisfy a dubious requirement.
Rick
-Original Message-
From: Veeral Oza
Date: Wed, 5 May 2010 18:15:48
To:
Subject: Re: Windows UserID
Hi Rick,
The ticket data is available and the requester details are populated in the
survey. However, there is also a requirement to capture windows login id of
the user submitting the survey.
Regards,
Veeral
On Wed, May 5, 2010 at 6:10 PM, Rick Cook wrote:
> How about prepopulating the userid from the ticket when the survey is
> created? If that data is unavailable, how would the survey be directed
> appropriately?
>
> Rick
> --
> *From: *Veeral Oza
> *Date: *Wed, 5 May 2010 18:07:31 +0530
> *To: *
> *Subject: *Re: Windows UserID
>
> **
> Forgot to mention environment:
>
> ARS 7.0
> ITSM 7.0.3
> Midtier: 7 on Apache-Tomcat on a Windows machine.
> Oracle 11g database.
>
> On Wed, May 5, 2010 at 6:05 PM, Veeral Oza wrote:
>
>> Hi,
>>
>> I am stuck at this requirement and was wondering if this is feasible to
>> implement:
>>
>> 1) When an Incident is resolved, an email goes to the customer to submit a
>> survey, with a survey link.
>> 2) The link opens the survey form in the brower without the user
>> authenticating in the midtier. A surver-user with a restricted read license
>> is created for this purpose which allows multiple people from multiple
>> locations to submit the survey.
>> 3) There is a submit button on this survey form.
>> 4) When the user clicks on submit button, it is required that, his Windows
>> User ID be captured in one of the fields.
>> ___
>>
>> Solutions implemented that did not work:
>> 1)
>> Create a little Java function in a .jsp file and put it in your "shared"
>> folder on your Midtier:
>>
>> Name the file something like /arsys/shared/get_remote_user.jsp.
>>
>> get_remote_user.jsp contains:
>>
>> function env_ip_var()
>> {
>> var return_value = "<%=request.getRemoteUser()%>";
>> return (return_value)
>> }
>>
>> In the Web Header content of the form you want to capture this on,
>> add...
>>
>> > language="JavaScript">
>>
>> To set a field with the data from the JavaScript functions do the
>> following in an active link...
>>
>> Run Process Command Line:
>> javascript:window.F().DoSet(env_hostname());
>>
>> Be sure to change with the field ID of the field you want to
>> set.
>>
>> This did not work, function env_ip_var returns null.
>>
>>
>> Solution 2:
>>
>> A set fields actions in an active link:
>> $PROCESS$ CMD /C "set username"
>>
>> This worked only in user tool. However this functionality is required for
>> web.
>>
>> ___
>>
>> If you have any other ideas, please do share.
>>
>> Regards,
>> Veeral Oza
>>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Windows UserID
Yes, I get that. What I don't understand is the reason for the requirement, and
why that is the only way to satisfy it.
Rick
-Original Message-
From: Veeral Oza
Date: Wed, 5 May 2010 18:15:48
To:
Subject: Re: Windows UserID
Hi Rick,
The ticket data is available and the requester details are populated in the
survey. However, there is also a requirement to capture windows login id of
the user submitting the survey.
Regards,
Veeral
On Wed, May 5, 2010 at 6:10 PM, Rick Cook wrote:
> How about prepopulating the userid from the ticket when the survey is
> created? If that data is unavailable, how would the survey be directed
> appropriately?
>
> Rick
> --
> *From: *Veeral Oza
> *Date: *Wed, 5 May 2010 18:07:31 +0530
> *To: *
> *Subject: *Re: Windows UserID
>
> **
> Forgot to mention environment:
>
> ARS 7.0
> ITSM 7.0.3
> Midtier: 7 on Apache-Tomcat on a Windows machine.
> Oracle 11g database.
>
> On Wed, May 5, 2010 at 6:05 PM, Veeral Oza wrote:
>
>> Hi,
>>
>> I am stuck at this requirement and was wondering if this is feasible to
>> implement:
>>
>> 1) When an Incident is resolved, an email goes to the customer to submit a
>> survey, with a survey link.
>> 2) The link opens the survey form in the brower without the user
>> authenticating in the midtier. A surver-user with a restricted read license
>> is created for this purpose which allows multiple people from multiple
>> locations to submit the survey.
>> 3) There is a submit button on this survey form.
>> 4) When the user clicks on submit button, it is required that, his Windows
>> User ID be captured in one of the fields.
>> ___
>>
>> Solutions implemented that did not work:
>> 1)
>> Create a little Java function in a .jsp file and put it in your "shared"
>> folder on your Midtier:
>>
>> Name the file something like /arsys/shared/get_remote_user.jsp.
>>
>> get_remote_user.jsp contains:
>>
>> function env_ip_var()
>> {
>> var return_value = "<%=request.getRemoteUser()%>";
>> return (return_value)
>> }
>>
>> In the Web Header content of the form you want to capture this on,
>> add...
>>
>> > language="JavaScript">
>>
>> To set a field with the data from the JavaScript functions do the
>> following in an active link...
>>
>> Run Process Command Line:
>> javascript:window.F().DoSet(env_hostname());
>>
>> Be sure to change with the field ID of the field you want to
>> set.
>>
>> This did not work, function env_ip_var returns null.
>>
>>
>> Solution 2:
>>
>> A set fields actions in an active link:
>> $PROCESS$ CMD /C "set username"
>>
>> This worked only in user tool. However this functionality is required for
>> web.
>>
>> ___
>>
>> If you have any other ideas, please do share.
>>
>> Regards,
>> Veeral Oza
>>
>
> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Windows UserID
OK, let me see if I can be more clear in my objections.
Your management, for some unexplained reason, wants to know who is filling
out the surveys. You are trying to satisfy that requirement technically. I
am trying to address it from a business perspective, and that almost always
starts with the question "Why?".
The only reason I can guess for that is that they want to be sure that the
person filling it out is the person to whom it was directed. Let's look at
three factors in that.
- How valuable is knowing who actually filled out the survey, from a
practical standpoint? What will be done with those metrics, if anything?
- What are the chances of accidental misuse?
- Since the surveys are only sent to the person who is supposed to
have them, making it pretty difficult for User2 to even know
that a survey
is available for User1. It would be MORE work for someone to
try to answer
someone else's survey than to just do the ones they get sent, and most
people don't even fill THOSE out. So practically speaking, there is very
little chance of an accidental misuse of the survey.
- What is the likelihood of intentional misuse?
- Are they concerned that there will be an epidemic of people taking
surveys for other people? Do they think their people have so
little to do
that they will spend even free time spoofing other users to fill
out their
surveys? If so, they have a bigger problem than satisfying this
requirement
could possibly address. So the likelihood of intentional misuse is
again, effectively zero.
So my analysis is that what they *might* gain by the satisfaction of this
requirement seems insignificant compared to the work of satisfying it. I
fail to see ANY worthwhile business justification for this requirement, and
in the absence of same, as a developer, I would reject it for that reason
alone until it is better thought through by the business leaders.
Rick
On Wed, May 5, 2010 at 5:45 AM, Veeral Oza wrote:
> **
> Hi Rick,
>
> The ticket data is available and the requester details are populated in the
> survey. However, there is also a requirement to capture windows login id of
> the user submitting the survey.
>
> Regards,
> Veeral
>
>
>
On Wed, May 5, 2010 at 6:10 PM, Rick Cook wrote:
> How about prepopulating the userid from the ticket when the survey is
> created? If that data is unavailable, how would the survey be directed
> appropriately?
>
>
> Rick
> --
> *From: *Veeral Oza
> *Date: *Wed, 5 May 2010 18:07:31 +0530
> *To: *
> *Subject: *Re: Windows UserID
>
> **
> Forgot to mention environment:
>
> ARS 7.0
> ITSM 7.0.3
> Midtier: 7 on Apache-Tomcat on a Windows machine.
> Oracle 11g database.
>
>
> On Wed, May 5, 2010 at 6:05 PM, Veeral Oza wrote:
>
>
>> Hi,
>>
>> I am stuck at this requirement and was wondering if this is feasible to
>> implement:
>>
>> 1) When an Incident is resolved, an email goes to the customer to submit a
>> survey, with a survey link.
>> 2) The link opens the survey form in the brower without the user
>> authenticating in the midtier. A surver-user with a restricted read license
>> is created for this purpose which allows multiple people from multiple
>> locations to submit the survey.
>> 3) There is a submit button on this survey form.
>> 4) When the user clicks on submit button, it is required that, his Windows
>> User ID be captured in one of the fields.
>> ___
>>
>> Solutions implemented that did not work:
>> 1)
>> Create a little Java function in a .jsp file and put it in your "shared"
>> folder on your Midtier:
>>
>> Name the file something like /arsys/shared/get_remote_user.jsp.
>>
>> get_remote_user.jsp contains:
>>
>> function env_ip_var()
>> {
>> var return_value = "<%=request.getRemoteUser()%>";
>> return (return_value)
>> }
>>
>> In the Web Header content of the form you want to capture this on,
>> add...
>>
>> > language="JavaScript">
>>
>> To set a field with the data from the JavaScript functions do the
>> following in an active link...
>>
>> Run Process Command Line:
>> javascript:window.F().DoSet(env_hostname());
>>
>> Be sure to change with the field ID of the field you want to
>> set.
>>
>> This did not work, function env_ip_var returns null.
>>
>>
>> Solution 2:
>>
>> A set fields actions in an active link:
>> $PROCESS$ CMD /C "se
Re: Windows UserID
Peter, that's a valid point, but he said that the user's information is already in the survey - from the Incident. That is what prompted my initial question of why they needed further validation of that user's identity. Rick On Wed, May 5, 2010 at 7:33 AM, Lammey, Peter A. wrote: > ** > What if the user really felt that the services provided were very > unsatisfactory and that was highlighted by their survey results and > management wanted to the organization to contact the user (if they elect to > by some means) to clarify what their expectation was that was not met. > > Most of the time people dont even fill out a survey so there may not be > many to sift through that are submitted in say a month. > But for the people that took the time to fill out the survey and indicated > that they were quite unsatisfied with the service provided, it might be > helpful for management to contact that person directly and find out exactly > where things went wrong and assure them that they will rectify the problems > they experienced so that any future services that they request will go much > smoother. > > I know that if I switch to say a different internet provider or new cable > provider at home and I experience all kinds of issues, if I took the time to > fill a survey out indicating how dissatisfied I was with the service and if > I elected to get a callback then I may like the personal attention that > cable provider or internet provider gave me to hear about my experience and > what they are going to do to rectify the issue for the future. > > Thanks > Peter Lammey > ESPN IT Packaging and Automation > 860-766-4761 > > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Wednesday, May 05, 2010 10:17 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Windows UserID > > ** > OK, let me see if I can be more clear in my objections. > > Your management, for some unexplained reason, wants to know who is filling > out the surveys. You are trying to satisfy that requirement technically. I > am trying to address it from a business perspective, and that almost always > starts with the question "Why?". > > The only reason I can guess for that is that they want to be sure that the > person filling it out is the person to whom it was directed. Let's look at > three factors in that. > >- How valuable is knowing who actually filled out the survey, from a >practical standpoint? What will be done with those metrics, if anything? >- What are the chances of accidental misuse? > - Since the surveys are only sent to the person who is supposed to > have them, making it pretty difficult for User2 to even know that a > survey > is available for User1. It would be MORE work for someone to try to > answer > someone else's survey than to just do the ones they get sent, and most > people don't even fill THOSE out. So practically speaking, there is > very > little chance of an accidental misuse of the survey. >- What is the likelihood of intentional misuse? > - Are they concerned that there will be an epidemic of people taking > surveys for other people? Do they think their people have so little to > do > that they will spend even free time spoofing other users to fill out > their > surveys? If so, they have a bigger problem than satisfying this > requirement > could possibly address. So the likelihood of intentional misuse is > again, effectively zero. > > So my analysis is that what they *might* gain by the satisfaction of this > requirement seems insignificant compared to the work of satisfying it. I > fail to see ANY worthwhile business justification for this requirement, and > in the absence of same, as a developer, I would reject it for that reason > alone until it is better thought through by the business leaders. > > Rick > > On Wed, May 5, 2010 at 5:45 AM, Veeral Oza wrote: > > >> ** >> Hi Rick, >> >> The ticket data is available and the requester details are populated in >> the survey. However, there is also a requirement to capture windows login id >> of the user submitting the survey. >> >> Regards, >> Veeral >> >> >> > On Wed, May 5, 2010 at 6:10 PM, Rick Cook wrote: > > >> How about prepopulating the userid from the ticket when the survey is >> created? If that data is unavailable, how would the survey be directed >> appropriately? >> >> >> Rick >> -- >> *From: *Veeral Oza
Re: Windows UserID
That's true, Dennis, but again, if that's going on, the organization has bigger problems...like employees who would steal from them. You can make something foolproof, but you can't make it damnfool proof. How much would the cure cost vs. the disease? Rick On Wed, May 5, 2010 at 8:04 AM, Dennis Ruble wrote: > ** > There are also companies with support organization compensation tied > directly to customer satisfaction surveys. In any environment like this > where the focus is squarely on customer sat with support effectiveness > measured against it and a process of continuous improvement built around it, > the risk of intentional misuse of surveys must be protected against. Some > reliable mechanism for submitter identification is essential because support > individuals will get creative... > > I would push for user authentication, manual or SSO, if there is any real > focus on customer satisfaction surveys in your organization. > > Regards, > Dennis Ruble > > > > *"Lammey, Peter A." * > Sent by: "Action Request System discussion list(ARSList)" < > arslist@ARSLIST.ORG> > > 05/05/2010 09:33 AM > Please respond to > arslist@ARSLIST.ORG > >To > arslist@ARSLIST.ORG > cc > Subject > Re: Windows UserID > > > > > ** > What if the user really felt that the services provided were very > unsatisfactory and that was highlighted by their survey results and > management wanted to the organization to contact the user (if they elect to > by some means) to clarify what their expectation was that was not met. > > Most of the time people dont even fill out a survey so there may not be > many to sift through that are submitted in say a month. > But for the people that took the time to fill out the survey and indicated > that they were quite unsatisfied with the service provided, it might be > helpful for management to contact that person directly and find out exactly > where things went wrong and assure them that they will rectify the problems > they experienced so that any future services that they request will go much > smoother. > > I know that if I switch to say a different internet provider or new cable > provider at home and I experience all kinds of issues, if I took the time to > fill a survey out indicating how dissatisfied I was with the service and if > I elected to get a callback then I may like the personal attention that > cable provider or internet provider gave me to hear about my experience and > what they are going to do to rectify the issue for the future. > > Thanks > Peter Lammey > ESPN IT Packaging and Automation > 860-766-4761 > > > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook* > Sent:* Wednesday, May 05, 2010 10:17 AM* > To:* arsl...@arslist.org* > Subject:* Re: Windows UserID > > ** > OK, let me see if I can be more clear in my objections. > > Your management, for some unexplained reason, wants to know who is filling > out the surveys. You are trying to satisfy that requirement technically. I > am trying to address it from a business perspective, and that almost always > starts with the question "Why?". > > The only reason I can guess for that is that they want to be sure that the > person filling it out is the person to whom it was directed. Let's look at > three factors in that. > >- How valuable is knowing who actually filled out the survey, from a >practical standpoint? What will be done with those metrics, if anything? >- What are the chances of accidental misuse? > - Since the surveys are only sent to the person who is supposed to > have them, making it pretty difficult for User2 to even know that a > survey > is available for User1. It would be MORE work for someone to try to > answer > someone else's survey than to just do the ones they get sent, and most > people don't even fill THOSE out. So practically speaking, there is > very > little chance of an accidental misuse of the survey. > - What is the likelihood of intentional misuse? > - Are they concerned that there will be an epidemic of people > taking surveys for other people? Do they think their people have so > little > to do that they will spend even free time spoofing other users to > fill out > their surveys? If so, they have a bigger problem than satisfying > this > requirement could possibly address. So the likelihood of > intentional misuse > is again, effectively zero. > So my analysis is that what they
Re: Compatibility Matrix
And you can download the compatibility matrix from BMC support, just as we have done. --Original Message-- From: David Charters Sender: Arslist To: Arslist ReplyTo: Arslist Subject: Re: Compatibility Matrix Sent: May 5, 2010 2:03 PM Yes Windows Server 2003 and above, Oracle 10G and above, and MSSQL 2003 and above. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Atul Vohra Sent: Wednesday, May 05, 2010 4:56 PM To: arslist@ARSLIST.ORG Subject: Compatibility Matrix Hi, Question: Is ARS 7.5 compatible with Windows Server 2008? Also will appreciate if I could get compatibility matrix for ARS 7.5. Thanks Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" Rick
Re: Compatibility Matrix
Are you using the 32 bit version of 2008? 64 bit on Windows is not supported. Rick -Original Message- From: Atul Vohra Date: Wed, 5 May 2010 18:37:06 To: Subject: Re: Compatibility Matrix Thanks. The reason I asked is: I am trying to install ARS 7.5 on Windows 2008 and am getting the error "no space to install". I know we have enough space. I have done the following to configure the DEP feature • From the Windows Start menu, click Control Panel, and then double-click System. • Click the Advanced tab. • In the Performance area, click Settings. • On the Data Execution Prevention tab, verify if the “Turn on DEP for all programs • and services except those I select” option is selected. • If the “Turn on DEP for essential Windows programs and services only” option is selected, no configuration is required. Is there anything I can check? Thanks Atul -Original Message- From: "David Charters" [dchart...@charterssoftware.com] Date: 05/05/2010 05:04 PM To: arslist@ARSLIST.ORG Subject: Re: Compatibility Matrix Yes Windows Server 2003 and above, Oracle 10G and above, and MSSQL 2003 and above. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Atul Vohra Sent: Wednesday, May 05, 2010 4:56 PM To: arslist@ARSLIST.ORG Subject: Compatibility Matrix Hi, Question: Is ARS 7.5 compatible with Windows Server 2008? Also will appreciate if I could get compatibility matrix for ARS 7.5. Thanks Atul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Finding the connected form-name, alias and entry-points...
Misi, it actually sounds like a great app. I just haven't had the time to go take a look at it. I definitely will in time, though! Rick On Thu, May 6, 2010 at 5:14 AM, Kbegosh wrote: > Misi, > I also just checked it out and it is a very cool tool and very usefull. > > Sent from my iPhone > > > On May 6, 2010, at 7:46 AM, Misi Mladoniczky wrote: > > Hi again, >> >> I just want to check a couple of things, as RRR|Alias has not been visited >> anywhere near what I was expecting. >> >> This is an open page, and you do not need to login or anything similar. >> >> Q1: Have you all learned which Form Alias is connected to which Form, and >> the same for the Entry Points in ITSM7, which would make this tool >> obsolete? >> >> Q2: Have I missed something else? Maybe there is some other way to quickly >> find out the Alias/Entry Point/Form Name relationships? >> >> Q3: Maybe I was too vague about what this really was, and it's benefits? >> >> Normal access: http://rrr.se/cgi/alias >> >> Search for "Incident": http://rrr.se/cgi/alias?s=incident >> >> Best Regards - Misi, RRR AB, http://www.rrr.se >> >> Products from RRR Scandinavia: >> * RRR|License - Not enough Remedy licenses? Save money by optimizing. >> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. >> Find these products, and many free tools and utilities, at http://rrr.se. >> >> Hi all, >>> >>> I have sometimes felt frustration when trying to correlate error reports >>> to the actual underlying form name, when Entry-Points and View-Aliases >>> are >>> the only thing shown by the user interface... >>> >>> I hope this will be the solution for all of us: http://rrr.se/cgi/alias >>> >>> Just type in a search keyword, and you will get a list of all form-names, >>> view-aliases and entry-point-names that match. >>> >>> The current data is taken from ITSM7, but I guess that most labels are >>> the >>> same in newer versions. I will add new applications as soon as you help >>> me >>> with the def-files needed. >>> >>> Best Regards - Misi, RRR AB, http://www.rrr.se >>> >>> Products from RRR Scandinavia: >>> * RRR|License - Not enough Remedy licenses? Save money by optimizing. >>> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. >>> Find these products, and many free tools and utilities, at http://rrr.se >>> . >>> >>> >>> ___ >>> >> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >>> >>> -- >>> This message was scanned by ESVA and is believed to be clean. >>> >>> >>> >> >> ___ >> > > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Creating Remedy form entries from unformatted incoming customer email
Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an incoming template, have workflow ensure that the necessary data (mostly user data) is there, and then push it to the Interface_Create form. You may want to create a default set of Categorizations to dump those in so that the staff knows they need to be triaged, but that's about it. Rick On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne wrote: > ** > > Dear List, > > > > We are a university HelpDesk to which people submit problems via emails. > Our staff has to copy and paste this info into a Remedy HelpDesk form. It > would be nice if some product could automatically read the email and create > a Remedy form entry in which the email subject became the call summary, the > customer email is collected and store, and the email body becomes the > “Problem.” > > > > There are probably lots of products out there. Any that are especially > good? > > > > Dwayne Martin > > James Madison University > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Creating Remedy form entries from unformatted incoming customer email
Yeah, just dummy up the required field info that the email won't contain, use a Push Fields Filter to map the Description field to the Subject, and the body of the email to the Notes field, use the email address to get the user info, and you're good to go. Rick On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne wrote: > ** > > Thanks Rick! > > > > Yes we’ve worked with having customers fill out a web-page template, but > right now they are just sending emails like “My computer don’t work right > ever since I dropped it down the stairs.” Any way of pulling that into a > Remedy form? > > > > Dwayne > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Monday, May 10, 2010 12:56 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Creating Remedy form entries from unformatted incoming > customer email > > > > ** > > Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an > incoming template, have workflow ensure that the necessary data (mostly user > data) is there, and then push it to the Interface_Create form. You may want > to create a default set of Categorizations to dump those in so that the > staff knows they need to be triaged, but that's about it. > > > > Rick > > On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne wrote: > > ** > > Dear List, > > > > We are a university HelpDesk to which people submit problems via emails. > Our staff has to copy and paste this info into a Remedy HelpDesk form. It > would be nice if some product could automatically read the email and create > a Remedy form entry in which the email subject became the call summary, the > customer email is collected and store, and the email body becomes the > “Problem.” > > > > There are probably lots of products out there. Any that are especially > good? > > > > Dwayne Martin > > James Madison University > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Creating Remedy form entries from unformatted incoming customer email
Could you have Exchange simply forward the account appropriately? That way, it keeps all of the data munging in Remedy. Rick On Mon, May 10, 2010 at 10:20 AM, Martin, Dwayne wrote: > ** > > But they aren’t coming into the Remedy mailbox. They are coming into the > HelpDesk mailbox. What we need is something that will read the HelpDesk > mailbox, parse it all out, and email a template to the Remedy mailbox. > > > > Dwayne > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Monday, May 10, 2010 1:12 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Creating Remedy form entries from unformatted incoming > customer email > > > > ** > > Yeah, just dummy up the required field info that the email won't contain, > use a Push Fields Filter to map the Description field to the Subject, and > the body of the email to the Notes field, use the email address to get the > user info, and you're good to go. > > > > Rick > > On Mon, May 10, 2010 at 10:08 AM, Martin, Dwayne wrote: > > ** > > Thanks Rick! > > > > Yes we’ve worked with having customers fill out a web-page template, but > right now they are just sending emails like “My computer don’t work right > ever since I dropped it down the stairs.” Any way of pulling that into a > Remedy form? > > > > Dwayne > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Monday, May 10, 2010 12:56 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Creating Remedy form entries from unformatted incoming > customer email > > > > ** > > Shoot, Dwayne, that's a piece of cake to build in Remedy. Just create an > incoming template, have workflow ensure that the necessary data (mostly user > data) is there, and then push it to the Interface_Create form. You may want > to create a default set of Categorizations to dump those in so that the > staff knows they need to be triaged, but that's about it. > > > > Rick > > On Mon, May 10, 2010 at 9:52 AM, Martin, Dwayne wrote: > > ** > > Dear List, > > > > We are a university HelpDesk to which people submit problems via emails. > Our staff has to copy and paste this info into a Remedy HelpDesk form. It > would be nice if some product could automatically read the email and create > a Remedy form entry in which the email subject became the call summary, the > customer email is collected and store, and the email body becomes the > “Problem.” > > > > There are probably lots of products out there. Any that are especially > good? > > > > Dwayne Martin > > James Madison University > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Trepidation moving from ARS 6.3 to 7.5 with Helpdesk 5.6 baggage
What if you went to ITSM 7.6, and used the Best Practice view? It's pretty simple to use. Worst case - you create another view that mimics the look and feel of the 5.6 application you presently have, and the users continue to use that. But I would only do that if there was a sustained, long-term backlash against the 7.6 BP view that could not be addressed any other way. I have upgraded HD 5.x to ARS 7.1, and the compatibility matrix says that it is supported on 7.5. I had some minor problems with data imports, you might as well if you are including Assets, which would, in an upgrade, need to go into the CMDB. Apart from that, nothing I couldn't overcome in a few hours of tweaking data. Rick On Mon, May 17, 2010 at 10:32 AM, Brad Terhune wrote: > ** > > Hey everyone. > > I am currently running ARS 6.3 (with some patching) and the Helpdesk 5.6 > forms. Remember those? I like them. They work wonderfully for us. > > The server is Windows Server 2003 R2 and the database is remote and Oracle. > > > > -Anyway, I am currently buying maintenance and support from BMC. I was > told that in order to stay within the realms of support I would need to > upgrade ARS to 7.5. > > -Has anyone else done that using Helpdesk 5.6 with any measure of success? > > > > -Also, has anyone moved away from Helpdesk 5.6 to a different, “out of the > box” Helpdesk from BMC? What do you think about it? > > > > Sorry for such broad questions, but I really would like to know if my > present system is sustainable. > > If not, I’d like to hear what other people on the list tried that worked > (or did not work)? > > > > Thank you, > Brad Terhune > > brad.terh...@live.com > > University of Tennessee Health Science Center > > Memphis, TN > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Best Practice View & Services
Christie, You do know that the Services menu is optional, right? There is a configuration setting to make it so. Rick On Mon, May 17, 2010 at 1:08 PM, Pargeter, Christie :CO IS wrote: > ** > Agreed. But when the Help Desk or the Computer Operators need to put in a > ticket for a particular Product Name using the Best Practice View they would > have to select the Service and then the product name? That seems a bit > redundant to me since picking the Service fills in parts of the product > category. > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Roger Justice > *Sent:* Monday, May 17, 2010 12:16 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Best Practice View & Services > > ** The services is at the Business Service level. You are listing > application/Product Level Names that would support the Business Service. > > > > -Original Message- > From: Pargeter, Christie :CO IS > To: arslist@ARSLIST.ORG > Sent: Mon, May 17, 2010 12:47 pm > Subject: Best Practice View & Services > > ** > Hi All - We are looking at upgrading from ITSM 7.0.3 to ITSM 7.6.x. One of > the big things we are looking at is how we can implement the best practice > view, specifically the Services menu on it. > > We have quite a few product names that are what we understand a single > service would be (e.g., data transfer) and these product names assign to > half a dozen different teams (Sample product names: Lawson_to_Remedy, > Lawson_to_Epic, Epic_to_Lawson. All three would route to a different team > if they break.) > > What I was wondering is how people are handling this or thinking about > handling this. > > Thanks. > > ARS 7.1 p 6 > ITSM 7.0.3 p 9 > Window 2003 > MS SQ 2005 > IIS/Tomcat > RKM 7.2 p 2 > MidTier 7.1 p 6 > > > -- > *Christie Pargeter * > *Legacy Health > IS - Programming > SR Technical Analyst > *cparge...@lhs.org * **1120 Building* tel: 503-415-5149 > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: ******** Change issues Classification > "Timing" "Timing Reason" etc.
Yeah, one of the dirty little secrets of CM 7.x is that you can have 4 different workflow sets to accomplish the same thing (i.e. Approval), and they all work differently - sometimes drastically so. I suspect that is the case here. That's ok if they all work, but not so much if they don't. Rick On Tue, May 18, 2010 at 8:01 AM, Ramey, Anne wrote: > ** > > We have this issue as well. We use emergency change and as long as the > change is entered within 24 hours, we find we can use the progress bar up > top to walk the change through it's lifecycle. We can't use the dates tab > or it will give us the error you say, but if we use the progress bar up top > and enter dates when prompted, it works fine. > > > > Anne Ramey > > *** > > *E-mail correspondence to and from this address may be subject to the > North Carolina Public Records Law and may be disclosed to third parties only > by an authorized State Official.* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Enslin Van Blerk - MWEB > *Sent:* Tuesday, May 18, 2010 10:35 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Change issues Classification > "Timing" "Timing > Reason" etc. > > > > ** > > Hi > > > > I require your assistance please. I don’t really work with the Change > management module thus I am a bit in the dark here, asking this question. > > > > We have occasions where people will do a change in production and then > 3hours later, they want to log the change and resolve it etc. > > > > According to what I found in the documentation these changes can be logged > as a Latent Change and will then close automatically. We can use this but it > is not always the case and sometimes for record purposes we still require > people to approve. > > > > People log tickets as an emergency in these situations and because this was > logged as an emergency we cannot close the ticket because it was logged > after the actual start dates. > > > > > > First we get a message, telling us it will be saved to Expedited because > the Requested Date is before the earliest Start Date. > > I will save it as expedited, enter the times for actual start/end date. > > > > Then it will tell me, Only Latent changes can have actual start dates that > come after the infrastructure change submit date. > > At this point we have values in “Earliest Start Date” and “Submitted Date” > > If we try to save the timing field to latent we just receive ARNOTE again > telling us it will be saved to Expedited because the Requested Date is > before the earliest Start Date. > > > > We are not able to close this change with the correct times now, what can > we do with these situations? > > > > > > > > Regards > > Enslin > -- > > > > [image: footer (34K)] <http://www.mweb.co.za/productsservices/> > > This electronic communication and the attached file(s) are subject to a > disclaimer which can be accessed on the following link: > Disclaimer<http://www.mweb.co.za/disclaimer> > - or copy the following URL into your browser - > http://www.mweb.co.za/disclaimer. If you are unable to view the > disclaimer, please contact ab...@mweb.com for a copy. > -- > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: ******** Change issues Classification > "Timing" "Timing Reason" etc.
My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process? Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB wrote: > ** > > Hi > > > > I require your assistance please. I don’t really work with the Change > management module thus I am a bit in the dark here, asking this question. > > > > We have occasions where people will do a change in production and then > 3hours later, they want to log the change and resolve it etc. > > > > According to what I found in the documentation these changes can be logged > as a Latent Change and will then close automatically. We can use this but it > is not always the case and sometimes for record purposes we still require > people to approve. > > > > People log tickets as an emergency in these situations and because this was > logged as an emergency we cannot close the ticket because it was logged > after the actual start dates. > > > > > > First we get a message, telling us it will be saved to Expedited because > the Requested Date is before the earliest Start Date. > > I will save it as expedited, enter the times for actual start/end date. > > > > Then it will tell me, Only Latent changes can have actual start dates that > come after the infrastructure change submit date. > > At this point we have values in “Earliest Start Date” and “Submitted Date” > > If we try to save the timing field to latent we just receive ARNOTE again > telling us it will be saved to Expedited because the Requested Date is > before the earliest Start Date. > > > > We are not able to close this change with the correct times now, what can > we do with these situations? > > > > > > > > Regards > > Enslin > -- > > [image: footer (34K)] <http://www.mweb.co.za/productsservices/> > > This electronic communication and the attached file(s) are subject to a > disclaimer which can be accessed on the following link: > Disclaimer<http://www.mweb.co.za/disclaimer> > - or copy the following URL into your browser - > http://www.mweb.co.za/disclaimer. If you are unable to view the > disclaimer, please contact ab...@mweb.com for a copy. > -- > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Alert Text on Alert Events - max length
Have you considered the capacity of your receiving devices, as well as that of those trying to read the alerts, prior to starting down this road? Rick On Tue, May 18, 2010 at 9:44 AM, Jones, Jonathan Clark < jonaj...@southernco.com> wrote: > Hi Listers! > > Has anyone ever expanded the Alert Text field's input length on the Alert > Events form to allow for "more informative" alerts to be sent? Currently > the field is set to 255 in our environment (ITSM 7.5 on ARS 7.5 on Oracle > 10g) and I would like to change its input length to "unlimited." Any > gotchas? > > Thanks, > Jonathan Jones > Southern Company Services > 205-257-4799 > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Can we release the user without Administrator rights
Isn't there an API call to release the user? I know that some use that to log out a user who just closes a browser window. Rick -Original Message- From: Misi Mladoniczky Date: Wed, 19 May 2010 15:17:54 To: Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. > Hi Amanullah, > You could try setting the value in the ar.cfg file to .5 (lowest > possible value) > You cannot do that through the interface though. > You have to manually edit the ar.cfg file > License-Timeout: .5 > > Respectfully, > > William Abdo > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky > Sent: Wednesday, May 19, 2010 5:07 AM > To: arslist@ARSLIST.ORG > Subject: Re: Can we release the user without Administrator rights > > Hi Amanullah, > > Have you tried to evaluate your current license usage with the free > test-version of RRR|License? In the typical situation, you can free up > about 20-30% of your floating licenses just by assigning them to the > right > person! > > I definitely think that you need to be an administrator to perform the > release, but I am not 100% sure. You have to try it out. Possibly a > change > to the permissions of the below mentioned Vendor-form will suffice. > > The release is triggered by a push-fields to the FORM: > "AR System Administration: License Review" >>From the ACTL: > "AR System Administration: ManageUserLic - On Release User Button" > > Note that it is not allowed to use this functionality on a regular basis > to circumvent the BMC Remedy license policy. > > Best Regards - Misi, RRR AB, http://www.rrr.se > > Products from RRR Scandinavia: > * RRR|License - Not enough Remedy licenses? Save money by optimizing. > * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy > logs. > Find these products, and many free tools and utilities, at > http://rrr.se. > >> Hi there, >> Version 7.1 >> We are releasing the user from Remedy as follows. >> AR System Administration Console >> Application >> Users / Groups / Roles >> then click on License review >> in this way we can release the user for floating and fixed license. >> My question is "is there any way we can release the user without using > AR >> System Administration Console" >> Is there any possibility we can release the user without Administrator >> rights?? >> >> Thanks in advance >> >> Thanks & Regards >> >> Amanullah >> Software Consultant >> >> >> >> DISCLAIMER: >> "This e-mail message including any of its attachments is intended > solely >> for the addressee(s) and may contain privileged information. If you > are >> not the addressee or you have received this email message in error, > please >> notify the sender who will remove your details from its database. You > are >> not authorized to read, copy, disseminate, distribute or use this > e-mail >> message or any attachment to it in any manner and must delete the > email >> and destroy any hard copies of it. >> This e-mail message does not contain financial instructions or > commitments >> of any kind. Any views expressed in this message are those of the >> individual sender and do not necessarily reflect the views of Emirates > NBD >> PJSC, or any other related subsidiaries, entities or persons." >> >> > >___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> >> -- >> This message was scanned by ESVA and is believed to be clean. >> >> > > >___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > >___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > -- > This message was scanned by ESVA and is believed to be clean. > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Need confirmation that ARS 7.5 will run on Windows 2003 x64
Jason, I saw that error on a 32-bit Win2k3 system installation. The problem had to do with a group domain policy that prevented the domain from caching the server name or something. To test that, see if you can start the service if the machine is disconnected from the domain. If so, that's it. Your Windows admins got a little overzealous in their security settings, and should be able to address it easily. Rick On Wed, May 19, 2010 at 10:24 AM, Jason Bess wrote: > If anybody has run into this problem and knows how to fix it, that would be > awesome. At the very least, what additional steps did you have to do to > install ARS on a 64bit system? > > Environment > App Server - Windows 2003 64bit - hardened by security team > DB Server - Windows 2003 64bit with MS SQL 2008 - hardened by security team > > I'm trying to do a base install of Remedy 7.5 patch 4. The installer > creates the database tables, the arsystem directory, registry entries, and > BMC ARS service. Then it can't start the service to finish the install. > > Trying to manually start the service generates the following error... > Windows could not start the BMC Remedy action Request System Server on > Local Computer. For more information, review the system Event Log. If this > is a non-Microsoft service, contact the service vendor, and refer to > service-specific error code 1064. > > > Trying to manually execute arserver.exe generates this error... > The application failed to initialize properly (0xc005). Click on OK to > terminate the application. > > > I've installed Remedy many times, but this is the first on a 64bit system. > So I don't know if the problem is something I'm missing with 64bit or part > of the system lockdown settings done by the security team. > > > Thanks for any help > Jason > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Need urgent help
Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral wrote: > ** > Hi Listers, > > We are in the plan of upgrading AR system applications which are in version > 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g > as the DB. > > Please share any related doc since BMC portal does not have any doc of > version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk > to version 7 and have to take care of all foundation data (people,incidents > etc) > > Please get back to me and I will be waiting eagerly for your reply. > > Regards > Arnab > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
What do we do? We remember that we can make a system fool-proof, but we can't make it damnfool-proof. ;-) Idiot-proofing something only works until nature comes up with a more efficient idiot. That's where that running away screaming thing sometimes comes into play, too. Rick On Wed, May 19, 2010 at 8:59 AM, Schryver, Curt < cschry...@tycoelectronics.com> wrote: > ** > Good day, all. > > I'm looking for input from the community as to what everyone else does to > prevent their customers from bookmarking resolved mid-tier pages. > > We're updating our "submit a help ticket" web page. We have an ASP page > that grabs the logged in (Active Directory) user's ID, redirects to our MT > page, while prepopulating the MT page with their information. Generally, we > only want to share that ASP page. We can and will have it on various Help > Desk web pages within the company, but a lot of people will be receiving the > new page via e-mail. Once they click on it, they'll be on the MT page and > if they try to bookmark it, it will cause problems the next time they try to > visit the link. I've added text to the top of the screen that says, "Do not > bookmark this page; to save as a Favorite, right-click *here* and select > Add To Favorites…" The word 'here' is hyperlinked to the ASP page. This, > needless to say, does not work well. For one thing, the Favorite by default > wants to save as the word 'here.' Also, people 1) don't read, 2) don't > fully understand the terminology, and 3) don't read. > > I've dabbled with some JavaScript, but haven't hit upon the right > combination to make this clean. I've considered something with frames but > ran away screaming. > > What does everyone else do? > > Thanks! > > *Curt A. Schryver* > *Action Request System* Administrator > Tyco Electronics > 100 AMP Drive > MS 161-043 > Harrisburg, PA 17105 > 717-810-2109 tel > 717-810-2124 fax > cschry...@tycoelectronics.com > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: +++++Strange user Account issue .
It sometimes happens that application permissions get kind of corrupted or take up residence outside the cache. Have you tried dropping and re-adding the CM permissions for that user? Rick On Wed, May 19, 2010 at 9:46 AM, Enslin Van Blerk - MWEB wrote: > ** > > Hi Everyone > > > > I have a user on our system with exactly the same access configurations as > his team members; however this person does not see the Approvers TAB in the > Change form. > > > > I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding > the Approver TAB for this user and I don’t know why? > > > > *The RunIf qualification*: > > (($OPERATION$ = "CREATE" ) AND (NOT ($GROUPS$ LIKE "%Infrastructure > Change Master%" )) AND (NOT ($GROUPS$ LIKE "%Infrastructure Change User%" > )) AND ($GROUPS$ LIKE "%Infrastructure Change Submit%" )) OR ( > 'z1G_CHGShowApprovers' = "No") > > > > *“Group List” in the User form for both employees*. > > Infrastructure Change User 100039 General Access Asset Viewer Incident > User Unrestricted Access > > > > Can anyone give me some assistance or guidance with this? > > > > I will open a change window in create(New), at this stange the approver TAB > is hidden for all. Then I will press F3 to go to (Search) mode and this is > when the active link incorrectly runs for this ONE user? > > > > Checking CHG:CRQ:ICSubmitter_111_HidePages (111) > > -> Passed qualification -- perform if actions > > 0: Set Characteristics > > For field -- Approvers (301890300) > >Change field to hidden > > 1: Set Characteristics > > For field -- z2NI_CreateIncident (301797800) > >Change field to hidden > > 2: Set Characteristics > > For field -- z2NI_CreateKnownError (105697) > >Change field to hidden > > 3: Set Characteristics > > For field -- z2NI_CreateProblem (105696) > >Change field to hidden > > > > > > > > > > Regards > > *Enslin van Blerk*** > > > > > -- > > [image: footer (34K)] <http://www.mweb.co.za/productsservices/> > > This electronic communication and the attached file(s) are subject to a > disclaimer which can be accessed on the following link: > Disclaimer<http://www.mweb.co.za/disclaimer> > - or copy the following URL into your browser - > http://www.mweb.co.za/disclaimer. If you are unable to view the > disclaimer, please contact ab...@mweb.com for a copy. > -- > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: ITSM upgrade stuck at 43% no matter what the version is.
Could it be a system memory issue, or disk space? It would probably slow way down if it had to start swapping. Some of the installer versions don't restart the Remedy service as they should - you have to start it manually. Your log files might give an idea where it's stuck. Rick On Wed, May 19, 2010 at 10:36 AM, Hulmes, Timothy W Mr CTR US USA < timothy.hul...@us.army.mil> wrote: > ** > > Having major problems upgrading to ITSM 7.6 > > > > We have upgraded to ARS7.5 Patch 4/CMDB 7.6 Patch 1 successfully. > > Currently running ITSM 7.0.03 Patch 9 with compatibility patch. > > > > Every time I attempt to upgrade, making a clone of production, the install > gets stuck at “Installing ITSM extensions 43% Complete” I have at times let > it run for over 2 days just to make sure it actually didn’t take that long. > > > > > Only way to kill is to either restart ARS Server or cancel the install. > > > > Has anyone seen or heard of this install getting stuck at 43%? > > > > I have even tried ITSM 7.5, 7.5.01, and 7.6 with no patches and they all > stop at 43%. > > > > > > > > ITSM 7.0.03 P9 > > > > ARS 7.4 P4 > > > > CMDB 7.6 P1 > > > > Windows 2003 > > > > SQL2005 > > > > > > Tim > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: ITSM upgrade stuck at 43% no matter what the version is.
Speaking of zip files, you did unzip the installer files prior to running them, right? Rick -Original Message- From: Sivarama Velicheti Date: Thu, 20 May 2010 14:06:45 To: Subject: Re: ITSM upgrade stuck at 43% no matter what the version is. I once faced a similar situation while I was installing change mgmt 7.1. I had accidentally unzipped one of the workflow files in the change mgmt product download, hence the installer would hang when it came accross the unzipped filen. I removed the unzipped file and it worked. It might be the same in you case. Hope this helps. Thanks Sivarama On May 19, 2010, at 1:36 PM, "Hulmes, Timothy W Mr CTR US USA" wrote: > ** > Having major problems upgrading to ITSM 7.6 > > > > We have upgraded to ARS7.5 Patch 4/CMDB 7.6 Patch 1 successfully. > > Currently running ITSM 7.0.03 Patch 9 with compatibility patch. > > > > Every time I attempt to upgrade, making a clone of production, the > install gets stuck at “Installing ITSM extensions 43% Complete” > I have at times let it run for over 2 days just to make sure it actu > ally didn’t take that long. > > > > Only way to kill is to either restart ARS Server or cancel the > install. > > > > Has anyone seen or heard of this install getting stuck at 43%? > > > > I have even tried ITSM 7.5, 7.5.01, and 7.6 with no patches and they > all stop at 43%. > > > > > > > > ITSM 7.0.03 P9 > > > > ARS 7.4 P4 > > > > CMDB 7.6 P1 > > > > Windows 2003 > > > > SQL2005 > > > > > > Tim > >_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Compatibility(urgent)
No, Windows 7 is the same basic platform as 2008. I have a working ARS 7.5/ITSM 7.6 installed on my WIn 7 laptop now, and I am sure others have done it. I suspect that 7.1 doesn't know how to recognize windows 7. I would try installing 7.5 instead. Rick -Original Message- From: Arnab Baral Date: Sun, 23 May 2010 14:24:51 To: Subject: Re: Compatibility(urgent) Hi Robert, I could do it with no problem in Windows XP but it seems Windows 7 is built on NT platform and hence the error saying not "not supported in Windows 3.x NT platform" Still I would definitely go ahead with the opening of the ticket with BMC. Regards Arnab Sent on my BlackBerry® from Vodafone -Original Message- From: Robert Molenda Date: Sun, 23 May 2010 07:18:20 To: Subject: Re: Compatibility(urgent) Remember the "Or Higher" statement by BMC - so since the MINIMUM is 2003, that means that 2008 and Windows-7 are supported. You are running into an installer issue - you should open a P1 ticket with BMC Robert On Fri, May 21, 2010 at 1:48 PM, Mark Lev wrote: > ** > > Amab, > > > > You should refer to the compatibility matrix. If it isn’t on it, it isn’t > supported. > > > > http://www.bmc.com/support/reg/remedy-compatibility-tables.html > > > > Thanks, > > Mark > > > > > > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Arnab Baral > Sent: Friday, May 21, 2010 4:17 PM > To: arslist@ARSLIST.ORG > Subject: Compatibility(urgent) > > > > ** > > Hi Listers, > > > > I was trying to install AR server 7.1 in Windows 7 OS and it failed. > > > > It gives an error saying AR server does not support windows 3.x platform. > > > > Please suggest and also let me know if AR server 7.5 would work. > > > > Regards > > Arnab > >_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > >_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ -- If it were not for the gutter, my mind would be homeless! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Remedy Upgrade -- Now DSO doesn't work -- Urgent!
I had the same impression as Fred, but I think we are both thinking not that your Java is too old, but that it is too recent for 7.1. Try a 1.5 version. Rick On Mon, May 24, 2010 at 7:08 AM, Opela, Gary L CTR USAF ABW 72 ABW/SCOOA < gary.opela@tinker.af.mil> wrote: > I'm running Java version 1.6_16. I will upgrade to Update 20 and see if > that fixes it. I think that is probably a good indication, I forgot that > whenever the log files say that remedy is unable to find the minor > version, that usually means that I'm using an unsupported version. My > confusion is just htat 1.6 update 16 is not that old. > > I'll update version quickly and then let you know how it goes. Thanks > for the suggestion. > > > Thanks, > > Gary Opela, Jr. > Sr. Remedy Engineer > Avaya Phone Admin > RSP Cert, Sec+ > COMM: 405 582 4272 > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W > Sent: Monday, May 24, 2010 9:07 AM > To: arslist@ARSLIST.ORG > Subject: Re: Remedy Upgrade -- Now DSO doesn't work -- Urgent! > > ** > > It looks like 7.1 is having a problem with your Java version "Unable to > extract minor version from Java VM version string: 16.0-b13" and that is > what is causing DSO not to run. What version of Java are you running? > > > > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 > ABW/SCOOA > Sent: Sunday, May 23, 2010 5:14 PM > To: arslist@ARSLIST.ORG > Subject: Remedy Upgrade -- Now DSO doesn't work -- Urgent! > > > > ** > > I upgraded from AR System version 6.3 to version 7.1 (Version 7.1.00 > Build 200708221849). > > > > I upgraded the system, all went well. I then created the licenses in the > license form, including the DSO license. However, whenever I try to DSO > a ticket from my server to another server, below are the lines generated > in the arerror.log: > > > > Sun May 23 16:37:56 2010 : Action Request System(R) Server Version > 7.1.00 Build 200708221849 > > (c) Copyright 1991-2007 BMC Software, Inc. > > Sun May 23 16:37:56 2010 390695 : Unable to extract minor version from > Java VM version string: 16.0-b13 (ARERR 9130) > > Sun May 23 16:50:38 2010 Distrib : The server being accessed is not > licensed for the Distributed Server Option (ARDSERR 3106) > > Sun May 23 16:50:38 2010 > > Sun May 23 16:51:09 2010 Distrib : The server being accessed is not > licensed for the Distributed Server Option (ARDSERR 3106) > > Sun May 23 16:51:09 2010 > > Sun May 23 16:51:09 2010 Distrib : Pending distributed operation for > this entry canceled due to error (ARDSNOTE 3003) > > Sun May 23 16:51:09 2010 - > > > > > > If the remote server is version 6.3, will I not be able to DSO tickets > to it from a 7.1 server?? > > > > > > Thanks, > > > > Gary Opela, Jr. > > Sr. Remedy Engineer > > Avaya Phone Admin > > RSP Cert, Sec+ > > COMM: 405 582 4272 > > > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: User gets a blank screen while accessing Atrium Core Console 7.6 through Mid-Tier 7.5 patch4
I think I remember having this problem as well, John. I would check your Web Services plugin authentication data. Sometimes it gets lost and needs to be refreshed. Rick On Mon, May 24, 2010 at 10:43 AM, Bilinski, John CTR WHS/ITMD/ASD < john.bilinski@whs.mil> wrote: > ** > > Listers: > > I am receiving a Blank (or grey) screen when trying to access the Atrium > CMDB Console v7.6p1 through Mid-Tier patch 4? > > The problem seems to be with the Data Visualizations field not loading > properly. When I try to access the console through the User tool it > completely freezes my User Tool. > > I found a KB on the BMC Knowledge Base article ‘20014080‘ but none of the > troubleshooting helped me to resolve the issue. > > I ran into this issue a few months back in my QA environment installation > and a re-install of Mid-Tier solved the problem BUT I am in my production > environment and re-installing is a last resort for I have SSL and a 3rdParty > CAC SSO integration(which took signifgant timeto get working) > installed which may cause me more issues after the re-install. > > Does anyone know what cause is at the root of this issue and can offer any > suggestions for me to fix without having to re-install Mid-Tier? > > Thanks. > > John Bilinski > > WHS Remedy Developer > > Contractor (ASD) > > Pentagon 5A936 > > Office: 703.571.2057 > > ITIL v3 Foundation Certified > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Remedy 7.5 Patch 4 Reset the Host ID each time the server restarted
That's good news, but I didn't see anything in the Release Notes referencing it. Rick On Tue, May 25, 2010 at 1:00 PM, strauss wrote: > ** > > Looking at the VM-based ARS 7.5 system where I applied patch 005 yesterday, > that problem does appear to be fixed. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Maher, Jeff > *Sent:* Tuesday, May 25, 2010 2:10 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Remedy 7.5 Patch 4 Reset the Host ID each time the server > restarted > > > > ** > > There is a KB article about this (KB ID 20015161), it is scheduled to be > fixed in patch 5 which was just released, you may want to go get that if > you’re having trouble getting it to work with the MAC address from ipconfig > and this is a new install. > > > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ramy S. Ayoub > *Sent:* Tuesday, May 25, 2010 11:44 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Remedy 7.5 Patch 4 Reset the Host ID each time the server > restarted > > > > ** > > just request trial lic from BMC and when trying to apply the lic , i have > warring msg says the the lic not invalid however its recorded in the lic > form !! > > > > Best Regards > > > > On 5/25/10, *strauss* wrote: > > ** > > I have several AR servers licensed on 2008 R2 systems. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ramy S. Ayoub > *Sent:* Tuesday, May 25, 2010 10:37 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Remedy 7.5 Patch 4 Reset the Host ID each time the server > restarted > > > > ** > > ** > > > > I will Request Trial Now and see the AR Server will Accept this lic or not > , did you try it before ! > > > > On 5/25/10, *strauss* wrote: > > ** > > That’s “normal” behavior on 2008; make sure that you license the AR Server > based upon the physical address seen in ipconfig /all, not in the Licensing > form on ARS. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ramy S. Ayoub > *Sent:* Tuesday, May 25, 2010 10:07 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Remedy 7.5 Patch 4 Reset the Host ID each time the server > restarted > > > > ** > > Dear list, > > We are in Stage to install Remedy 7.5 Patch 4 on windows 2008 and Sql 2008 > in VMWare and every restart to the machine the Host ID for the ARSERVER > restarted also !! with values as numbers for example 2383404978 > > > > any advice ! > > > > Best Regards, > > Ramy Ayoub > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Is it possible to run a search from an activelink?
I haven't tested it, Doug, but I would bet money they aren't. They are, as you probably know, binary presets, so that any chosen value triggers ALs that fire on that value only. If the number you give it doesn't match a value in the API, I would imagine it just wouldn't run at all. I suppose that would be a way to automate a series of actions in a script-like format, but that's easy enough to do with multiple individual calls. Rick On Mon, May 31, 2010 at 8:16 AM, Doug Blair wrote: > ** > List Geeks > > Just out of curiosity, has anybody tested to see if these numbers are > additive? > > For example, can you run > > PERFORM-ACTION-ACTIVE-LINK 384 fieldID > > ... and trigger all the things that would happen on both menu choice AND > lose focus? > > Doug Blair > > On May 30, 2010, at 10:40 PM, Daniel Condrea wrote: > > ** > > PERFORM-ACTION-ACTIVE-LINK > > ! Button: PERFORM-ACTION-ACTIVE-LINK 1 fieldID > > ! Return/Table Dbl-Clk: PERFORM-ACTION-ACTIVE-LINK 2 fieldID > > ! Submit: PERFORM-ACTION-ACTIVE-LINK 4 > > ! Modify: PERFORM-ACTION-ACTIVE-LINK 8 > > ! Display: PERFORM-ACTION-ACTIVE-LINK 16 > > ! Menu Choice: PERFORM-ACTION-ACTIVE-LINK 128 fieldID > > ! Lose Focus: PERFORM-ACTION-ACTIVE-LINK 256 fieldID > > ! Set Default: PERFORM-ACTION-ACTIVE-LINK 512 > > ! Search: PERFORM-ACTION-ACTIVE-LINK 1024 > > ! After Modify: PERFORM-ACTION-ACTIVE-LINK 2048 > > ! After Submit: PERFORM-ACTION-ACTIVE-LINK 4096 > > ! Gain Focus: PERFORM-ACTION-ACTIVE-LINK 8192 fieldID > > ! Window Open: PERFORM-ACTION-ACTIVE-LINK 16384 > > ! Un-Display: PERFORM-ACTION-ACTIVE-LINK 65536 > > ! Window Close: PERFORM-ACTION-ACTIVE-LINK 32768 > > ! Copy To New: PERFORM-ACTION-ACTIVE-LINK 131072 > > ! Window Loaded: PERFORM-ACTION-ACTIVE-LINK 262144 > > ! Interval: PERFORM-ACTION-ACTIVE-LINK 524288 > > ! Event: PERFORM-ACTION-ACTIVE-LINK 1048576 > > ! Table content change: PERFORM-ACTION-ACTIVE-LINK 2097152 fieldID > > ! Hover on Label: PERFORM-ACTION-ACTIVE-LINK 4194304 fieldID > > ! Hover on Data: PERFORM-ACTION-ACTIVE-LINK 8388608 fieldID > > ! Hover on Field: PERFORM-ACTION-ACTIVE-LINK 16777216 fieldID > > ! Expand: PERFORM-ACTION-ACTIVE-LINK 33554432 fieldID > > ! Collapse: PERFORM-ACTION-ACTIVE-LINK 67108864 fieldID > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Angus Comber > *Sent:* Sunday, May 30, 2010 8:35 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Is it possible to run a search from an activelink? > > > > ** > > What I want to do is have something trigger my active link - eg click of a > button, which would open a new form, set a field to a value and then run a > search using that form to find all records where field value is the value > inserted. > > > > I can see how an Open Window active link gets me part way there. But how > can I get the search to run without any further user intervention? > > Is this possible using an active link? If so how? > > Angus > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > * > This message and any attachments (the "message") are confidential and > intended solely for the addressees. > Any unauthorised use or dissemination is prohibited. > Messages are susceptible to alteration. > France Telecom Group shall not be liable for the message if altered, changed > or falsified. > If you are not the intended addressee of this message, please cancel it > immediately and inform the sender. > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > > > Doug > > -- > Doug Blair > d...@blairing.com > +1 224-558-5462 > > 200 North Arlington Heights Road > Arlington Heights, Illinois 60004 > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: CMDB upgrade to 7.6 failure, please help
Error code 93 seems to indicate a connectivity issue - have you verified that your connection/authentication parameters are correct? Rick On Tue, Jun 1, 2010 at 8:26 AM, Ramey, Anne wrote: > ** > > Has no one else seen this error? > > Feature BMC Atrium CMDB failed > > com.bmc.smbu.install.common.rule.engine.CommandExecutionException: > Exec command (/tmp/Utilities/cmdb/cmdbdriver -s ncc056 -u Demo -p > -t 5045 -x > /opt/ar/remedy/AtriumCore/cmdb/en/workflow/upgrade/250patch000/impact-data-upgr-import-OSD.txt) > returned an exit code of 1, which was interpreted as a failure > > > > It's failing with: Cannot open catalog; Message number = 93 > > > > I think I found the solution to the product catalog issue, but the CMDB one > just has me stumped. > > > > Anne Ramey > > *** > > *E-mail correspondence to and from this address may be subject to the > North Carolina Public Records Law and may be disclosed to third parties only > by an authorized State Official.* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ramey, Anne > *Sent:* Friday, May 28, 2010 1:10 PM > *To:* arslist@ARSLIST.ORG > *Subject:* CMDB upgrade > > > > ** > > I'm upgrading CMDB 2.1p4 to 7.6 on linux OS. It's failing with: Cannot > open catalog; Message number = 93 from this part of the install: > impact-data-upgr-import-OSD.txt > > > > I don't really have any idea where to go from here because I don't > understand what is wrong. This is part of the post-install activities, so > it clearly could talk to the DB and the install checks the ARS user > permissions before it ever starts, so it can't be DB or permissions. Any > input would be helpful. > > > > The product catalog install also fails on this file: > /opt/ar/remedy/AtriumCore/dsl/pct/workflow/en/pct-upgrade.drm but the > corresponding log is completely empty, so I don't know what is wrong there > either. > > > > Thanks, > > > > Anne Ramey > > *** > > *E-mail correspondence to and from this address may be subject to the > North Carolina Public Records Law and may be disclosed to third parties only > by an authorized State Official.* > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: ARERR 299 Too many levels in filter processing
The first Remedy project I worked on, I was under the tutelage of an experienced Remedy consultant. He spoke of one of his first projects, where he was tasked with making some changes to an existing Remedy (probably v2.0) system. He opened the Admin tool, and found no Active Links or Filters. The reason? The person who built the system was a DBA who had built the entire system to run on Stored Procedures. I know that using Direct SQL isn't taking it to that extreme, but the point is that you need to consider the fact that whoever follows you might not be as much of a SQL expert as you feel you are. Good code is code that someone else can pick up and go with when you're not there to explain it to them. Rick On Wed, Jun 2, 2010 at 6:09 AM, Donald Morton wrote: > It's not like using an overpowered ability in a video game. Just because > you can do something doesn't necessarily mean it's a good idea. It's > just begging for some kind of data integrity issue. What if BMC changes > the underlying table structures? Plus, if you ever switch databases, > the SQL will have to change. > > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell > Sent: Wednesday, June 02, 2010 4:43 AM > To: arslist@ARSLIST.ORG > Subject: Re: ARERR 299 Too many levels in filter processing > > I fail to see why, Direct SQL is a legitimate built in option. > > > > Hi, > > > > Direct SQL makes a system hard to manage. If there are built in > options > > other than Direct SQL, use them instead! > > > > Best Regards - Misi, RRR AB, http://www.rrr.se > > > > Products from RRR Scandinavia: > > * RRR|License - Not enough Remedy licenses? Save money by optimizing. > > * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy > logs. > > Find these products, and many free tools and utilities, at > http://rrr.se. > > > >> Another option would be to use a Direct SQL Action. > >> > >> Matt > >> > >> > >>> Hi fellow listers, > >>> > >>> This is something which i had tried. > >>> > >>> My need was to change a field value in a form after a record is > >>> submitted/modified and the record for which i need the field value > >>> change > >>> to > >>> be made is the one which got submitted/modified. > >>> > >>> So I created a filter which gets triggerred(i.e on action Submit and > >>> Modify)and then do a push field and change the value in the field > for > >>> the > >>> same form-record. > >>> > >>> Now my problem here is that as I am doing the push in the same form > for > >>> changing a value in the field, "ARERR 299 Too many levels in filter > >>> processing" occurs. I know this happens because the Push field > action > >>> ultimately triggers a submit/modify action on the same form and the > >>> filter > >>> get triggerred infinitely. > >>> > >>> Can anyone suggest me a different approach to this? > >>> > >>> Cheers :) > >>> -- > >>> View this message in context: > >>> > http://old.nabble.com/ARERR-299-Too-many-levels-in-filter-processing-tp2 > 8750990p28750990.html<http://old.nabble.com/ARERR-299-Too-many-levels-in-filter-processing-tp28750990p28750990.html> > >>> Sent from the ARS (Action Request System) mailing list archive at > >>> Nabble.com. > >>> > >>> > > ___ > >>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > >>> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > >>> > >>> > >> > >> > > ___ > >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > >> > >> -- > >> This message was scanned by ESVA and is believed to be clean. > >> > > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > This email and any files transmitted with it are confidential and > intended solely for the individual or entity to whom they are > addressed. If you have received this email in error destroy it > immediately. > > *** Walmart > Confidential *** > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: ARS Install on 2008 64 bit OS and 64 bit SQL Server DB
I think I heard of some issues with SQL authentication on the installer. Can you try it with SQL authentication, then switch it after the install? And you are running the installer in 32-bit compatibility mode, right? Rick On Wed, Jun 2, 2010 at 8:49 AM, Francois Seegers wrote: > ** > > Hi All, > > > > I’m trying to install ARS 7.5 patch 005 on Windows 2008 64bit server > connect to remote SQL Server 2008 64bit database. It keeps failing at the > following phase of the install script…the password is correct and I can > connect to the database using SQL Server Management studio from the app > server using the sa user and password. > > > > > > Any help will be appreciated ! > > > > Francois > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: WWRUG10 Submission Deadline
I'm with Julie. I know many of you, and I think highly of most of you, but I can't think of 5 of you I would want to see in a swimsuit. Including myself. I think if we all hung around out there in swimsuits, they'd find a way to close it for health reasons the next day - for the health of the other people watching us. Hawaiian shirts and shorts should be the uniform of the day for all but the young and fit. On a completely unrelated note, has anyone ever investigated what a Twinkie will do to a pool filter? (That sound you hear is Dan's hair turning grayer). Rick On Thu, Jun 3, 2010 at 10:47 AM, Julie Sellers wrote: > ** > Come on now...do you *really* want to see some of those folks in a > swimsuit. > ;-O > > -- > *From:* Phil Bautista > *To:* arslist@ARSLIST.ORG > *Sent:* Thu, June 3, 2010 12:17:01 AM > *Subject:* WWRUG10 Submission Deadline > > ** > > Dear ARSListers, > > > > The end of May marked the half way point for the window of accepting > topics for the WWRUG10 Conference. We will continue to accept initial > topics for consideration up until July 10th. We are already getting some > great topics and looking forward to updates on many others. With the > schedule this year about a month earlier, the famous Hard Rock Pool will be > open so don’t forget to pack your swimming attire! > > > > Here are the links to WWRUG10 <http://www.wwrug.com/> and the Submissions > Page<http://kineticsr.kineticdata.com/kinetic/DisplayPage?srv=KS00D0B7A9C485fUvXSwtEhGHAjlFt>. > > > > > Don’t delay, submit today! > > > > Phil Bautista, WWRUG10 Advisory Board > > 512-731-0304 > > http://www.linkedin.com/in/philbautista > > http://www.wwrug.org/wwrug10/contact_phil.html > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: OT- I am back :)
Glad to hear you are on the mend, Herb! You'll be back in the saddle soon. --Original Message-- From: Herbert Partlow Sender: Arslist To: Arslist ReplyTo: Arslist Subject: OT- I am back :) Sent: Jun 14, 2010 5:17 PM Hi All I finally created a new account... slow huh LOL. I am doing fine. Thank you as Phil, Kelly and Gidd for posting my status and Thanks to all for the emails and the well wishes... Recovery is coming along GREAT! I started working out again.. It may be sometime before I challenge Arnold though...except for maybe 9 ball :) Doctor gave me a pass for traveling. Last time on this subject :D If anyone out there is searching for a Remedy resource I can be reached by either email - h...@ibtcinc.com or Cell- (408) 309-5316 I am looking forward to getting back in the swing of things again. Thanks Again Herb Partlow Remedy Consultant/Developer IB Technical Consulting, inc. O- 408.253.0344 C- 408.309.5316 F- 408.253.0344 W- http://www.ibtcinc.com L - http://www.linkedin.com/in/herbpartlow ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" Rick
Re: Mass modify of enumerated alias values - solved
Excellent work, Kelly! This one's a keeper. Thanks so much! Rick On Tue, Jun 15, 2010 at 12:55 PM, Kelly Logan wrote: > ** > > Delving into this more, I developed a theories that I believe are fairly > well confirmed: > > > > 1.)Enumerated field alias values are stored only in > field_dispprop.propLong. > > a. If a field with no alias has one added, the display data is moved > from propShort to propLong, with the alias data added. > > b. If a field with alias values set has them set to match the > selection values (default), the alias data is removed and the display data > moved to the propShort field. > > 2.)Changes to an enumerated field’s selection values will > automatically propogate to every join form that does **not** have alias > values set. > > > > Here’s what I did to investigate: > > Once I started opening more of the join forms, I found that most had > ‘updated’ after I changed the menu field on BaseElement. So why didn’t they > all? > > > > I poked around the field_dispprop table and found that the forms that did > not change had propLong values, whereas the forms that had changed all had > propShort values. > > > > My theory is that when alias values are set, the display information is > moved to the propLong field and recorded there. When alias values are set > to the selection values (the default), no information is stored; i.e., no > alias information means use the selection values. Efficient. > > > > To test this, I ran a query to see the forms/views that had PropLong set > for the ‘DRP Tier’ field (203168): > > > > select arschema.name,fd.vuiId, propLong > > from field_dispprop fd > > inner join arschema ON fd.schemaId = arschema.schemaId > > where fieldId = 203168 and propLong is not null > > > > The first thing I noticed is that all of them had the section I had > identified as the alias information: “\0\1\1\2\2\3\3\N/A\” > > > > I then modified the query to check: > > > > select arschema.name,fd.vuiId, propLong > > from field_dispprop fd > > inner join arschema ON fd.schemaId = arschema.schemaId > > where fieldId = 203168 and > > propLong like '%\0\1\1\2\2\3\3\N/A\%' > > > > This returned the same entries. > > > > To check that aliases were only in the propLong field, I searched in > propShort: > > > > select fd.vuiId, propShort > > from field_dispprop fd > > where fieldId = 203168 and > > propShort like '%\0\1\1\2\2\3\3\N/A\%' > > > > No rows returned. > > > > To confirm the theory, I then updated the forms that had alias values, one > by one, and re-ran the propLong query in between. After each update, the > form disappeared from the query as it no longer had a propLong value set. > > > > So, as I see it, the good news is that when you change an enumerated field, > any join form that you haven’t manually set alias values on will > automatically update, and those that you have can be found with propLong > queries similar to the above. > > > > Investigatively yours, > > > > Kelly Logan > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ben Chernys > *Sent:* Tuesday, June 15, 2010 12:10 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Mass modify of enumerated alias values > > > > ** > > PS. If it's in BaseElement there are no join forms to mass-modify. Just > base element. They are "join forms" after all. > > field_dispprop holds info about the field display properties. You do not > want to modify these. > > > > I thought you were talking about the values stored in the db. > > > > If you want to do a mass change to all the join form definitions, that is a > different story. Meta-Update will not do this, nor will chgselection (or > whatever that tool's name was) nor will SQL. > > > > You can automate the mass change with "driver" but this is rather ugly at > best. I would simply write a quick binary to do it. The GUI generator > function of the class manager should also do it for you but I would really > recommend you take a cold backup of the db first! ie shut down ARS and use > the DB tools to take a backup. Remember you must change each View of the > form as well (esp for different locales). > > > > Another plausible option is to export the joins to .def files, edit the def > files, and re-import. Again do it very carefully. DB backup highly > recommended. Try on dev first > > > > Cheers > > Ben >
Re: Date/Time Field - Bug Found
"Doctor! Doctor! It hurts when I do this!" "Well, then don't do that!" I would suggest that if your users did any number of incorrect things, they would get results they didn't like. This is not a bug, it is a PEBCAK issue. Train your users in the correct format for the Date/Time string, and their results should improve accordingly. --Original Message-- From: koray Sender: Arslist To: Arslist ReplyTo: Arslist Subject: Date/Time Field - Bug Found Sent: Jun 24, 2010 3:10 AM Hello all, My regional settings for date/time field is as follows: 6/24/2010 9:45:12 AM If I (or the user) enters date/time as "24062010 9:45:12" remedy creates the database entry with integer value of 24062010 - which maps to actually "10/6/1970 2:53:30 PM". Therefore this causes a big unstability and I guess another bug of Remedy ARS. BR, Koray ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" Rick
Re: What is the number maximum of incidents that can be related?
I think I just read something in the release notes for one of the recent patches that addressed that. Might look to see if it affects you. Rick On Tue, Jun 29, 2010 at 9:43 AM, Kevin Begosh wrote: > ** > I actually ran into this as well. We had some incidents that had hundreds > of relationships as duplicates so when you tried to close the original > incident it would pretty much time out like you mentioned below. What we > did with approval from BMC was close the original incident and then have a > escalation that went back and closed all the old tickets through a staging > form. > > Kevin > > On Mon, Jun 28, 2010 at 10:21 AM, Garrison, Sean (Norcross) < > sean.garri...@fiserv.com> wrote: > >> If it is a "Related To" relationship then I agree with Matt. It depends >> on what type of relationship it is. If it is a relationship that closes >> child tickets there will be a limitation based on the timeout settings >> within the ars server. As to the number it really depends on how fast your >> ars server/db server are at processing a request. We ran into a limitation >> around ~1500 duplicate child tickets. Yours may be more or less depending >> on the speed of the server. >> >> Sean >> >> >> >> -Original Message- >> From: Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] On Behalf Of Matt Worsdell >> Sent: Monday, June 28, 2010 4:13 AM >> To: arslist@ARSLIST.ORG >> Subject: Re: What is the number maximum of incidents that can be related? >> >> In theory it is unlimited. The relationship is stored on an association >> table. >> >> In reality an incident can not be related to itself, nor to another >> incident more than once and so the limitation is the number of incidents >> submitted less itself. >> >> > >> > Hi >> > >> > I would like to know if some of you knows what is the number maximum of >> > incidents that can be related to an incident? >> > ITSM 7.0.3 >> > Best Regards >> > >> > >> > Lourdes Ortiz Sada >> > Infraestructura >> > >> > Oficina: +52 52412660 >> > Celular: 044 55 3011 9320 >> > >> > Visita www.quitze.com >> > >> > >> > Por favor borre este e-mail y notifíquenos inmediatamente si usted no es >> > el >> > destinatario previsto. Quitze no entra en contratos u obligaciones >> > contractuales vía correo electrónico, a menos que este contenido de otra >> > manera por escrito entre las partes que esta tratando >> > >> > >> ___ >> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> > >> > >> >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> > > > > -- > Kevin Begosh > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: arimportcmd woes on Solaris. no error, no import
There is a flag to turn logging on - sometimes that can be helpful. Also, I believe that 6.3 had a syntax bug in the documentation for the arimport. It's been a while, so I don't remember exactly what was wrong, but you might look at a more recent version to get updated syntax to try. Rick On Wed, Jun 30, 2010 at 11:37 AM, Rabi Tripathi wrote: > Hi all, I have a ".arm" mapping file that works fine when used with the GUI > version of the tool (Remedy Import) to import a csv file into a form. > I take the mapping file to a Solaris box, change two path parameters in the > file (import file, log file), and it doesn't work. > > On the Solaris box, I see that the mapping file was read by arimportcmd > because it spits out log text to a file as specified in the > "Import-Log-Filename:" parameter in the mapping file. > > This is the log file content (4 lines): > > > AR System Import Tool Wed Jun 30 00:55:45 2010 > > > > > > How useful! > > arimportcmd completes running right away, no message on the screen, no > import. > > I verified that the path to the import file is right, permissions are > right. I made sure that the mapping file transfer from Windows to Unix was > right (tried both text vs bin format) > > I can't even begin to troubleshoot, because it won't tell me what's wrong. > > Well, I did try troubleshooting by specifying the import and log files as > well as the form name on the command line... > ...by messing up various pieces of info on the command line and on the > mapping file (username, password, server name, mapping name, directory) to > cause it to give me error, some error, any error! > Nothing. It won't ever complain of anything! If it can, it spits out the > log as above. Else it just completes running with no output, no import, > nothing. > > My version is...ahem...6.3. Server patch 25, arimportcmd...I believe is > patch 19. > > Support site has no useful bugs on this topic. A few reports of similar > issues closed with "user error". I triple checked myself, but I swear there > is no error on me today. > > My command line: > /opt/remedy/bin/arimportcmd -u "Test User" -p "password" -x " > remedy.company.edu" -d "/opt/remedy/local/misc" -m > "ARMappingForVOIPPhExtDumpImport" > > > My mapping file (/opt/remedy/local/misc/ARMapping.arm): > - > ARMappingForVOIPPhExtDumpImport > SchemaName: CU:Phone-StagingFormForImport > ServerName: remedy.company.edu > Import-Filename: /opt/remedy/local/PhoneExtensionDump.csv > Import-File-Format: 2 > Import-Field-Titles: 1 > Import-Field-Separator: > Bad-Record-Handling: 0 > Duplicate-Id-Handling: 0 > Import-Log-Filename: /opt/remedy/local/arimport.log > Strip-White-Space: 1 > Truncate-Values: 0 > Disable-Required-ness: 0 > Disable-Pattern: 0 > Allow-Too-Many-Fields: 1 > Allow-Too-Few-Fields: 1 > Mapping: 736871090=$BUILDING$ > Mapping: 736870988=$EXTENSION$ > Mapping: 24004=$FNAME$ > Mapping: 736870963=$FLOOR$ > Mapping: 24003=$LNAME$ > Mapping: 736871176=$MAC$ > Mapping: 8=$NOTES$ > Mapping: 736870971=$TYPE$ > Mapping: 736870964=$ROOM$ > Mapping: 7=Active > Mapping: 24000=$ID$ > Mapping: 736871107=0 > end > Used for nightly import of extension data into Remedy > > > What's going on? I'm about to write a Perl script to take the csv and loop > around doing create_entry. Don't want to. > > TIA. > > > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
New Data Import tool
I am using this for the first time, and I don't like it. In addition to it taking longer to map fields, it refuses to both accept a text string into the Character field AND log why it won't. It just gives a popup asking me to confirm that it is skipping each record with a message "Record : For input string: ". Anyone seen this behavior and gotten past it? Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: New Data Import tool
Is that with the 7.5 data import tool? Rick -Original Message- From: Roger Justice Sender: "Action Request System discussion list(ARSList)" Date: Fri, 9 Jul 2010 10:19:53 To: Reply-To: arslist@ARSLIST.ORG Subject: Re: New Data Import tool I have done a lot of importing and have hard coded character fields and did not encounter the problem you are having. -Original Message----- From: Rick Cook To: arslist Sent: Fri, Jul 9, 2010 7:49 am Subject: New Data Import tool ** I am using this for the first time, and I don't like it. In addition to it taking longer to map fields, it refuses to both accept a text string into the Character field AND log why it won't. It just gives a popup asking me to confirm that it is skipping each record with a message "Record : For input string: ". Anyone seen this behavior and gotten past it? Rick _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: New Data Import tool
No - just the string. The tool should take care of formatting text for its own use. Rick On Fri, Jul 9, 2010 at 10:50 AM, jham36 wrote: > Do you need to put your text string in double quotes? > > I have not tried it myself. > > James > > On Jul 9, 10:19 am, Roger Justice wrote: > > I have done a lot of importing and have hard coded character fields and > did not encounter the problem you are having. > > > > > > > > -Original Message- > > From: Rick Cook > > To: arslist > > Sent: Fri, Jul 9, 2010 7:49 am > > Subject: New Data Import tool > > > > ** I am using this for the first time, and I don't like it. In addition > to it taking longer to map fields, it refuses to both accept a text string > into the Character field AND log why it won't. It just gives a popup asking > me to confirm that it is skipping each record with a message "Record > : For input string: ". Anyone seen this > behavior and gotten past it? > > > > Rick > > _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_ > > > > > ___ > > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > attend wwrug10www.wwrug.comARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
Will its replacement be also named patch 5/10, or will it be given a new number? I would think it proper procedure to give it a new number, but this is not consistent with what BMC has been doing with its patches. I can think of at least one recent example where there were three different versions of the same patch (which, btw, makes life difficult for those of us trying to implement one of them). Rick On Fri, Jul 9, 2010 at 1:57 PM, Easter, David wrote: > BMC thought it proper to issue a flash warning about the issue and to > withdraw the patch until a fix could be put in place. The issue is > described in the flash announcement: > > "A licensing and audit issue was fixed in AR System 7.5.00 patch 005 > (SW00369044) > and 7.1.00 patch 010 (SW00369045). The fix for this issue causes a higher > than > expected memory usage, which could result in the AR System server not > responding. Until the issue is resolved, BMC is withdrawing the > aforementioned > patches and customers are instructed not to load them. BMC will send > further > communication when this problem is fixed." > > The effects will be seen more on 32-bit processes than on 64-bit processes. > So if you're on AR System 7.5.00 on UNIX or Linux, the effects should be > minimally seen. > > BMC hopes the fix will be available soon and the patches reissued. The fix > will most likely be isolated to just replacing the AR System server > executable. > > Official announcement can be found here: > > http://documents.bmc.com/supportu/documents/09/40/160940/160940.pdf > > -David J. Easter > Sr. Product Manager, Enterprise Service Management > BMC Software, Inc. > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] On Behalf Of patchsk > Sent: Friday, July 09, 2010 10:48 AM > To: arslist@ARSLIST.ORG > Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > Hmm...I just applied revised patch5 just yesterday. Seems more work to > me ahead. > > On Jul 9, 10:42 am, Guillaume Rheault wrote: > > WOW > > Where does the buck stop? > > > > Guillaume > > > > > > From: Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Tomasiewicz, Mike (Information > Technology) [mike.tomasiew...@conagrafoods.com] > > Sent: Friday, July 09, 2010 1:33 PM > > To: arsl...@arslist.org > > Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > > > ** > > Too late for us, unfortunately . my DEV server is a WRECK! > > > > .:Mike:. > > > > From: Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] On Behalf Of Shellman, David > > Sent: Friday, July 09, 2010 12:13 PM > > To: arsl...@arslist.org > > Subject: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > > > ** > > Hmm. Just received a support announcement for "the withdrawal of AR > System 7.5.00 Patch 005 and 7.1.00 Patch 010." > > Dave > > > > Dave Shellman > > > > Phone: (717) 810-3687 > > Fax:(717) 810-2124 > > email: dave.shell...@tycoelectronics.com > > > > Tyco Electronics > > MS 161-043 > > PO Box 3608 > > Harrisburg, PA 17105-3607 > > > > _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_ > > _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_ > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > attend wwrug10www.wwrug.comARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
Indeed. I appreciate how BMC has improved their release processes over the past few years, but this practice of re-using patch numbers is a major no-no from a Release Mgmt. perspective. At least name them 5a, 5b... or 5.1, 5.2... or something. Rick On Fri, Jul 9, 2010 at 2:13 PM, LJ LongWing wrote: > David, > Is this a pull of the initial Patch 5, or the revised Patch 5 that came out > recently?and why do we again have a scenario where we have two of the > same patch version running around? > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Easter, David > Sent: Friday, July 09, 2010 11:58 AM > To: arslist@ARSLIST.ORG > Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > BMC thought it proper to issue a flash warning about the issue and to > withdraw the patch until a fix could be put in place. The issue is > described in the flash announcement: > > "A licensing and audit issue was fixed in AR System 7.5.00 patch 005 > (SW00369044) > and 7.1.00 patch 010 (SW00369045). The fix for this issue causes a higher > than > expected memory usage, which could result in the AR System server not > responding. Until the issue is resolved, BMC is withdrawing the > aforementioned > patches and customers are instructed not to load them. BMC will send > further > communication when this problem is fixed." > > The effects will be seen more on 32-bit processes than on 64-bit processes. > So if you're on AR System 7.5.00 on UNIX or Linux, the effects should be > minimally seen. > > BMC hopes the fix will be available soon and the patches reissued. The fix > will most likely be isolated to just replacing the AR System server > executable. > > Official announcement can be found here: > > http://documents.bmc.com/supportu/documents/09/40/160940/160940.pdf > > -David J. Easter > Sr. Product Manager, Enterprise Service Management > BMC Software, Inc. > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of patchsk > Sent: Friday, July 09, 2010 10:48 AM > To: arslist@ARSLIST.ORG > Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > Hmm...I just applied revised patch5 just yesterday. Seems more work to > me ahead. > > On Jul 9, 10:42 am, Guillaume Rheault wrote: > > WOW > > Where does the buck stop? > > > > Guillaume > > > > > > From: Action Request System discussion list(ARSList) [ > arsl...@arslist.org] > on behalf of Tomasiewicz, Mike (Information Technology) > [mike.tomasiew...@conagrafoods.com] > > Sent: Friday, July 09, 2010 1:33 PM > > To: arsl...@arslist.org > > Subject: Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > > > ** > > Too late for us, unfortunately . my DEV server is a WRECK! > > > > .:Mike:. > > > > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Shellman, David > > Sent: Friday, July 09, 2010 12:13 PM > > To: arsl...@arslist.org > > Subject: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > > > ** > > Hmm. Just received a support announcement for "the withdrawal of AR > System 7.5.00 Patch 005 and 7.1.00 Patch 010." > > Dave > > > > Dave Shellman > > > > Phone: (717) 810-3687 > > Fax:(717) 810-2124 > > email: dave.shell...@tycoelectronics.com > > > > Tyco Electronics > > MS 161-043 > > PO Box 3608 > > Harrisburg, PA 17105-3607 > > > > _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_ > > _attend WWRUG10www.wwrug.comARSlist: "Where the Answers Are"_ > > > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org > > attend wwrug10www.wwrug.comARSlist: "Where the Answers Are" > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
So we have two versions of 7.5 patch 5, and will soon probably have a third. Having the ability to ascertain which of those I have installed would be much more useful if we had some sort of lookup table available to tell us which of the three we had installed, so that we would be able to know whether it was the most current one. Our operational issues require that we be able to identify what's on our systems. Something like the SHARE:ApplicationProperties would be a natural place for that, but I would hope that you could identify someplace that could be updated more quickly and regularly. A simpler solution would be to simply increment the patch numbers each time one is released or fixed, and disable those known to be failures. Thoughts? Rick On Fri, Jul 9, 2010 at 3:27 PM, Easter, David wrote: > ** > > While I don’t disagree, operational issues internally do not enable the > issuance of an externally visible “005A” or such in terms of patch numbering > at this time. However, the version string within the executable does > change, so you can tell which version you have by running the > *version*command against the server binary. > > > > The pull is of the revised Patch 005, although the original Patch 005 was > itself pulled to include the license audit corrections that then caused this > additional issue. > > > > -David J. Easter > > Sr. Product Manager, Enterprise Service Management > > BMC Software, Inc. > > > > The opinions, statements, and/or suggested courses of action expressed in > this E-mail do not necessarily reflect those of BMC Software, Inc. My > voluntary participation in this forum is not intended to convey a role as a > spokesperson, liaison or public relations representative for BMC Software, > Inc. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Friday, July 09, 2010 11:19 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > > > ** Indeed. I appreciate how BMC has improved their release processes over > the past few years, but this practice of re-using patch numbers is a major > no-no from a Release Mgmt. perspective. At least name them 5a, 5b... or > 5.1, 5.2... or something. > > Rick > > On Fri, Jul 9, 2010 at 2:13 PM, LJ LongWing wrote: > > David, > Is this a pull of the initial Patch 5, or the revised Patch 5 that came out > recently?and why do we again have a scenario where we have two of the > same patch version running around? > > > -Original Message- > From: Action Request System discussion list(ARSList) > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
And do we really want to start a discussion about why an industry leader in the creation and selling of tools that enforce ITIL practices is unable to leverage those tools to follow those practices in it's own environment? Rick On Fri, Jul 9, 2010 at 3:44 PM, Guillaume Rheault wrote: > ** > I vote for that. > I really don't care or mind if the patch number high. I also agree that > this is proper release mgmt. > Maybe a lister can take a look at the Service Transitioning ITIL guide to > see what is the best practice > > Guillaume > > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Friday, July 09, 2010 3:37 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > ** So we have two versions of 7.5 patch 5, and will soon probably have a > third. Having the ability to ascertain which of those I have installed > would be much more useful if we had some sort of lookup table available to > tell us which of the three we had installed, so that we would be able to > know whether it was the most current one. Our operational issues require > that we be able to identify what's on our systems. Something like the > SHARE:ApplicationProperties would be a natural place for that, but I would > hope that you could identify someplace that could be updated more quickly > and regularly. > > > A simpler solution would be to simply increment the patch numbers each time > one is released or fixed, and disable those known to be failures. > > Thoughts? > > Rick > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
Sounds like a great idea for a WWRUG 2010 session. "How BMC eats its own dog food." Rick On Fri, Jul 9, 2010 at 4:12 PM, Guillaume Rheault wrote: > ** > Why not Eating your won food should be a principle for every > corporation. > Two examples that come to mind: HP and Oracle. HP embarked in a huge > project to consolidate all its data centers; at the end of that project, > they will be able to tell their clients the hurdles they encountered and > best practices of that monumental task. Oracle used to have a customer > database for each country, with distinct financials and sales apps linked to > each DB per country. So it was all siloed by country. Years ago they > embarked in a 5 year project to have a single database for all the countries > with all financial and sales apps ruinning out of that single database. So > now... they are advising their customers to do just that. > > I would really like to know what ITSM and IT operational tools BMC uses. I > have never seen any presentation on that Maybe it's out there somewhere > and I haven't seen it > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Friday, July 09, 2010 3:55 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > ** And do we really want to start a discussion about why an industry > leader in the creation and selling of tools that enforce ITIL practices is > unable to leverage those tools to follow those practices in it's own > environment? > > > Rick > > On Fri, Jul 9, 2010 at 3:44 PM, Guillaume Rheault wrote: > >> ** >> I vote for that. >> I really don't care or mind if the patch number high. I also agree that >> this is proper release mgmt. >> Maybe a lister can take a look at the Service Transitioning ITIL guide to >> see what is the best practice >> >> Guillaume >> >> >> -- >> *From:* Action Request System discussion list(ARSList) [ >> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] >> *Sent:* Friday, July 09, 2010 3:37 PM >> >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 >> >> ** So we have two versions of 7.5 patch 5, and will soon probably have a >> third. Having the ability to ascertain which of those I have installed >> would be much more useful if we had some sort of lookup table available to >> tell us which of the three we had installed, so that we would be able to >> know whether it was the most current one. Our operational issues require >> that we be able to identify what's on our systems. Something like the >> SHARE:ApplicationProperties would be a natural place for that, but I would >> hope that you could identify someplace that could be updated more quickly >> and regularly. >> >> >> A simpler solution would be to simply increment the patch numbers each >> time one is released or fixed, and disable those known to be failures. >> >> Thoughts? >> >> Rick >>_attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010
I know that they do use a lot of their own software, and have been trying to move toward that goal for a while. I am hoping that a session like that I suggested would show the status of that "dogfood" in a favorable light that would leave us impressed. However, there are a couple of noticeable holes that need to be filled, like this one, before that impression would be as good as it could be. Rick On Fri, Jul 9, 2010 at 5:01 PM, Pierson, Shawn wrote: > ** > > I think it would be a good thing for BMC to present this information, > however it’s pretty obvious that they do use at least some of their own > products if you’ve logged into their support site (custom ARS apps and RKM), > and when I was working a contract in their Houston office a number of years > ago there were various applications including Remedy-based ones that were > being used. > > > > Thanks, > > > > Shawn Pierson > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Guillaume Rheault > *Sent:* Friday, July 09, 2010 3:12 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: AR System 7.5.00 Patch 005 and 7.1.00 Patch 010 > > > > ** > > Why not Eating your won food should be a principle for every > corporation. > > Two examples that come to mind: HP and Oracle. HP embarked in a huge > project to consolidate all its data centers; at the end of that project, > they will be able to tell their clients the hurdles they encountered and > best practices of that monumental task. Oracle used to have a customer > database for each country, with distinct financials and sales apps linked to > each DB per country. So it was all siloed by country. Years ago they > embarked in a 5 year project to have a single database for all the countries > with all financial and sales apps ruinning out of that single database. So > now... they are advising their customers to do just that. > > I would really like to know what ITSM and IT operational tools BMC uses. I > have never seen any presentation on that Maybe it's out there somewhere > and I haven't seen it > > Guillaume > > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: New Data Import tool
Thanks, Bill. Glad to know it isn't just me. I don't mind seeing errors, it is the cryptic and completely useless nature of them that I am trying to get a handle on. They don't say anything that would tell me where the problem was. Rick -Original Message- From: "Clary, William M." Sender: "Action Request System discussion list(ARSList)" Date: Mon, 12 Jul 2010 08:37:45 To: Reply-To: arslist@ARSLIST.ORG Subject: Re: New Data Import tool Rick; I had the same problem with the Base 7.5 version, when I moved up to the patch 2 version it worked. I don't know why, I just know it worked. Just a note here, patch 4 and patch 5 are "very" buggy we had all kinds of issues with them and left our production on patch 2. We are testing 7.6 Beta now and hope it is not as buggy. Bill Clary Bright House Networks "Rick Cook" wrote in message news:... > I am using this for the first time, and I don't like it. In addition to it > taking longer to map fields, it refuses to both accept a text string into > the Character field AND log why it won't. It just gives a popup asking me > to confirm that it is skipping each record with a message "Record : > For input string: ". Anyone seen this behavior and > gotten past it? > > Rick CONFIDENTIALITY NOTICE: This e-mail may contain information that is privileged, confidential or otherwise protected from disclosure. If you are not the intended recipient of this e-mail, please notify the sender immediately by return e-mail, purge it and do not disseminate or copy it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Release Management
The Remedy Release Management is a new application for us, and we're struggling to figure out things like proper Categorization and Phase names. Anyone know of any Best Practice data rules that one could use to set those up? Anyone with experience with the app. with some lessons learned to share with us? Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: AR System 7.5.00 Patch 006 released to replace Patch 005
Thank you, David, for incrementing the patch number. It is easier to introduce a patch to a customer site if it doesn't carry the baggage of previous flawed iterations. Rick -Original Message- From: "Easter, David" Sender: "Action Request System discussion list(ARSList)" Date: Wed, 21 Jul 2010 18:32:04 To: Reply-To: arslist@ARSLIST.ORG Subject: AR System 7.5.00 Patch 006 released to replace Patch 005 Hi All, Wanted to let you know that AR System Patch 006 has been released. It is a replacement for the withdrawn Patch 005. The Technical Bulletin is available in the Documentation Section of Support Central: 21-Jul-2010 Provides information about resolved and known issues, and explains how to download and install BMC Remedy AR System 7.5.00 Patch 006, which replaces Patch 005. PDF<http://documents.bmc.com/supportu/documents/17/48/161748/161748.pdf> For patch 006, only SW00369044 and SW00370513 were added to the fixes included in patch 005. SW00369044:Attaching the list of fixed license users to the fixed license audit line caused the line buffer to overflow during audit. SW00370513:The license audit code did not release the initial server cache, causing unnecessary memory usage by the AR System server. In other words, Patch 006 is identical in content to what was Patch 005 - but with the License Report and memory issues addressed. No other changes were included in Patch 006 as compared to Patch 005. Upgrade information is contained in the Technical Bulletin for customers who had loaded either "version" of Patch 005 previously. The patch is available for download from Support Central<http://www.bmc.com/support/>. My understanding is that AR System 7.1.00 Patch 011 (to replace AR System 7.1.00 Patch 010) will be released shortly as well. -David J. Easter Sr. Product Manager, Enterprise Service Management BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Change Management question
We are looking to use CM (7.5) like this: One Project or Release RFC that would dictate what needed to be done at multiple locations. Then subordinate RFCs would be created at each location to handle the exact scheduling and implementation. My question is whether the Parent/Child RFC process works like the RFC/Task process, in that closing the last task in an RFC auto-closes it and/or if the Parent RFC is prevented from being closed until all of the children are closed. Just trying to get a handle on the degree of dependence or control the parent RFC has on the subordinate RFC, and vice versa. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Management question
We intend to log the actual work in Release, but we want local RFCs to track the scheduling of the change, which would have different acceptable maintenance windows at each location. So the parent change would give, say, a 30 day window for implementation, and each child RFC logs where within that window the individual location will do their change. Does that seem like a sound structure, Roger, or should everything underneath the parent RFC be based in Release? Rick On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice wrote: > ** This would be better handled by Release. I know that the parent in > either case cannot be closed until the children changes are completed. > > > > -Original Message- > From: Rick Cook > To: arslist > Sent: Thu, Jul 22, 2010 11:26 am > Subject: Change Management question > > ** We are looking to use CM (7.5) like this: One Project or Release RFC > that would dictate what needed to be done at multiple locations. Then > subordinate RFCs would be created at each location to handle the exact > scheduling and implementation. My question is whether the Parent/Child RFC > process works like the RFC/Task process, in that closing the last task in an > RFC auto-closes it and/or if the Parent RFC is prevented from being closed > until all of the children are closed. > > Just trying to get a handle on the degree of dependence or control the > parent RFC has on the subordinate RFC, and vice versa. > > Rick > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: 911: CMDB production set locked.
My first thought was that there was either a reconciliation job in progress or that there was no system space to process any CIs. You may have some people or groups that have a Dataset other than your production one defined as their default. Rick On Thu, Jul 22, 2010 at 12:07 PM, Kathy Morris wrote: > ** > Hi, > > The users are getting ... "CMDB production dataset is locked. Data will be > updated in the staging dataset, and then reconciled to the production > dataset. You can wait for the record to be reconciled, and a message will > appear in this dialog, or you can choose to Close Windows or Move to the > next Record by pressing the button below." > > We do not have the SANDBOX on. What would cause this? > > Earlier this morning we got down to 1GB in space on the hard drive. And > the Developer said he removed some old dump files from 2008. > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: 911: CMDB production set locked.
Is it a potential space issue on your DB server? Is Discovery sharing a server with any of your other apps? Rick On Thu, Jul 22, 2010 at 12:37 PM, Kathy Morris wrote: > ** > Also our reconciliation jobs, but they do not run against > BMC.ASSET. (that's a long story) > We have 3.04G space now. I know this is unheard of... but in this company, > they think 3.04 G space is sufficient. With 3.04G, would we still > receive this error? And if there is not space, then would the system allow > this user to push the value to staging? > > > In a message dated 7/22/2010 12:11:58 P.M. Eastern Daylight Time, > remedyr...@gmail.com writes: > > ** My first thought was that there was either a reconciliation job in > progress or that there was no system space to process any CIs. > > You may have some people or groups that have a Dataset other than your > production one defined as their default. > > Rick > > On Thu, Jul 22, 2010 at 12:07 PM, Kathy Morris wrote: > >> ** >> Hi, >> >> The users are getting ... "CMDB production dataset is locked. Data will >> be updated in the staging dataset, and then reconciled to the production >> dataset. You can wait for the record to be reconciled, and a message will >> appear in this dialog, or you can choose to Close Windows or Move to the >> next Record by pressing the button below." >> >> We do not have the SANDBOX on. What would cause this? >> >> Earlier this morning we got down to 1GB in space on the hard drive. And >> the Developer said he removed some old dump files from 2008. >> >> >> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Management question
Thanks, Guillaume. The OOB Change Calendar has already been identified as an issue, due to its limitations on time periods. We are looking at options there. Collision and Impact aren't really going to be used by the customer at first, though as their CM processes mature and their CI data gets more complete, they intend to get there. And we intend to attach the affected CIs to the child RFCs, not the Parent, though we're open to relating them to the Release records instead if that works better. So is what you are saying that the only subordinate records from a Parent RFC should be Release records, not other RFCs? Does using that in a 3-tiered scenario cause other problems from a functional standpoint? As long as we can tie the records together (which we can) and have Approval gates for all of them (which we can), and maintain controls over who updates each (which we can), the Change Calendar is of little real consequence, since we'll be giving the CAB a printed report anyway. Rick On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault wrote: > ** > Rick, > > Having "parent" or "master" changes that have days or months for > implementation may not be a good idea, because it is going to mess up your > change calendars, whether your OOTB ITSM change calendar, or any other > calenda (BTW, take a look at the Kinetic calendar, it is awesome and really > simple to set up), unless you filter out this "parent" changes by the change > type or something else. Other things that will be messed up are is the new > 7.5 collision detection and impact analysis. I am running into this specific > situation right now and it is not clean... it is actually cludgy. I advise > you to stay away from that scenario as much as possible from day one. > > I agree with Roger that these kind of parent changes should find their > place in the release module somehow, and not in the change module. This > implies of course using another module, training,etc, but in the end it will > be much cleaner from a process, data and reporting perspectives. > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Thursday, July 22, 2010 11:36 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** We intend to log the actual work in Release, but we want local RFCs to > track the scheduling of the change, which would have different acceptable > maintenance windows at each location. So the parent change would give, say, > a 30 day window for implementation, and each child RFC logs where within > that window the individual location will do their change. Does that seem > like a sound structure, Roger, or should everything underneath the parent > RFC be based in Release? > > > Rick > > On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice wrote: > >> ** This would be better handled by Release. I know that the parent in >> either case cannot be closed until the children changes are completed. >> >> >> >> -Original Message- >> From: Rick Cook >> To: arslist >> Sent: Thu, Jul 22, 2010 11:26 am >> Subject: Change Management question >> >>** We are looking to use CM (7.5) like this: One Project or Release >> RFC that would dictate what needed to be done at multiple locations. Then >> subordinate RFCs would be created at each location to handle the exact >> scheduling and implementation. My question is whether the Parent/Child RFC >> process works like the RFC/Task process, in that closing the last task in an >> RFC auto-closes it and/or if the Parent RFC is prevented from being closed >> until all of the children are closed. >> >> Just trying to get a handle on the degree of dependence or control the >> parent RFC has on the subordinate RFC, and vice versa. >> >> Rick >> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >> _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Management question
We are on 7.5 patch 4, and I see "Release" in the Relationship Type on the Change form, and see "Infrastructure Change" in the Relationship Type field on a Release record. Rick On Fri, Jul 23, 2010 at 1:38 PM, Roger Justice wrote: > ** I tried to create a child Release to a Change and it is not lited as an > option on the Change Relationships tab. This was ITSM 7.6 no Patch. > > > > -Original Message- > From: Rick Cook > To: arslist > Sent: Fri, Jul 23, 2010 1:34 pm > Subject: Re: Change Management question > > ** Thanks, Guillaume. > > The OOB Change Calendar has already been identified as an issue, due to its > limitations on time periods. We are looking at options there. Collision > and Impact aren't really going to be used by the customer at first, though > as their CM processes mature and their CI data gets more complete, they > intend to get there. And we intend to attach the affected CIs to the child > RFCs, not the Parent, though we're open to relating them to the Release > records instead if that works better. > > So is what you are saying that the only subordinate records from a Parent > RFC should be Release records, not other RFCs? Does using that in a > 3-tiered scenario cause other problems from a functional standpoint? As > long as we can tie the records together (which we can) and have Approval > gates for all of them (which we can), and maintain controls over who updates > each (which we can), the Change Calendar is of little real consequence, > since we'll be giving the CAB a printed report anyway. > > Rick > > On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault wrote: > >> ** >> Rick, >> >> Having "parent" or "master" changes that have days or months for >> implementation may not be a good idea, because it is going to mess up your >> change calendars, whether your OOTB ITSM change calendar, or any other >> calenda (BTW, take a look at the Kinetic calendar, it is awesome and really >> simple to set up), unless you filter out this "parent" changes by the change >> type or something else. Other things that will be messed up are is the new >> 7.5 collision detection and impact analysis. I am running into this specific >> situation right now and it is not clean... it is actually cludgy. I advise >> you to stay away from that scenario as much as possible from day one. >> >> I agree with Roger that these kind of parent changes should find their >> place in the release module somehow, and not in the change module. This >> implies of course using another module, training,etc, but in the end it will >> be much cleaner from a process, data and reporting perspectives. >> >> Guillaume >> >> -- >> *From:* Action Request System discussion list(ARSList) [ >> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] >> *Sent:* Thursday, July 22, 2010 11:36 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Change Management question >> >> ** We intend to log the actual work in Release, but we want local RFCs >> to track the scheduling of the change, which would have different acceptable >> maintenance windows at each location. So the parent change would give, say, >> a 30 day window for implementation, and each child RFC logs where within >> that window the individual location will do their change. Does that seem >> like a sound structure, Roger, or should everything underneath the parent >> RFC be based in Release? >> >> >> Rick >> >> On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice wrote: >> >>> ** This would be better handled by Release. I know that the parent in >>> either case cannot be closed until the children changes are completed. >>> >>> >>> >>> -Original Message- >>> From: Rick Cook >>> To: arslist >>> Sent: Thu, Jul 22, 2010 11:26 am >>> Subject: Change Management question >>> >>>** We are looking to use CM (7.5) like this: One Project or Release >>> RFC that would dictate what needed to be done at multiple locations. Then >>> subordinate RFCs would be created at each location to handle the exact >>> scheduling and implementation. My question is whether the Parent/Child RFC >>> process works like the RFC/Task process, in that closing the last task in an >>> RFC auto-closes it and/or if the Parent RFC is prevented from being closed >>> until all of the children are closed. &g
Re: Change Management question
The customer intends to have the Parent RFC as an initial point of approval and dispatch. So Parent Company says "All installations need to patch their Windows OS with patches A, B, and C between Aug 1 and Aug 20". Then when that's approved at the corporate level, each local NOC will create a child RFC and the related Release records to actually accomplish that and schedule it at their local level in a way, within the larger approved time window, in which doing that coordinates with the other planned outages and maintenance for their installation. >From an approval level, the Parent approvals only take it up to Scheduled, and then the Child approvals take over until they all are completed. So from a corporate level, I can look at the Parent RFC and from it, see the status of all of the Child RFCs and associated Release records. So think of it as having local control and accountability over the implementation of a global mandate. Make sense? Rick On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault wrote: > ** > from a process perspective, it seems to me having a a release with the > child changes is sufficient...Release records can have approvals defined too > with the approval server OOTB. > I don't see the benefit of the parent change > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Friday, July 23, 2010 1:34 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** Thanks, Guillaume. > > > The OOB Change Calendar has already been identified as an issue, due to its > limitations on time periods. We are looking at options there. Collision > and Impact aren't really going to be used by the customer at first, though > as their CM processes mature and their CI data gets more complete, they > intend to get there. And we intend to attach the affected CIs to the child > RFCs, not the Parent, though we're open to relating them to the Release > records instead if that works better. > > So is what you are saying that the only subordinate records from a Parent > RFC should be Release records, not other RFCs? Does using that in a > 3-tiered scenario cause other problems from a functional standpoint? As > long as we can tie the records together (which we can) and have Approval > gates for all of them (which we can), and maintain controls over who updates > each (which we can), the Change Calendar is of little real consequence, > since we'll be giving the CAB a printed report anyway. > > Rick > > On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault wrote: > >> ** >> Rick, >> >> Having "parent" or "master" changes that have days or months for >> implementation may not be a good idea, because it is going to mess up your >> change calendars, whether your OOTB ITSM change calendar, or any other >> calenda (BTW, take a look at the Kinetic calendar, it is awesome and really >> simple to set up), unless you filter out this "parent" changes by the change >> type or something else. Other things that will be messed up are is the new >> 7.5 collision detection and impact analysis. I am running into this specific >> situation right now and it is not clean... it is actually cludgy. I advise >> you to stay away from that scenario as much as possible from day one. >> >> I agree with Roger that these kind of parent changes should find their >> place in the release module somehow, and not in the change module. This >> implies of course using another module, training,etc, but in the end it will >> be much cleaner from a process, data and reporting perspectives. >> >> Guillaume >> >> -- >> *From:* Action Request System discussion list(ARSList) [ >> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] >> *Sent:* Thursday, July 22, 2010 11:36 AM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Change Management question >> >> ** We intend to log the actual work in Release, but we want local RFCs >> to track the scheduling of the change, which would have different acceptable >> maintenance windows at each location. So the parent change would give, say, >> a 30 day window for implementation, and each child RFC logs where within >> that window the individual location will do their change. Does that seem >> like a sound structure, Roger, or should everything underneath the parent >> RFC be based in Release? >> >> >> Rick >> >> On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice wrote: >> >>> **
Re: Change Management question
Wow, I just read the CM User Guide again, and you're right - Release is designed to be the parent of Changes and Activities. A quote from page 42: "A release is a collection of related authorized changes to an IT service that are tested and introduced into the live environment together." OK, then. We have some paradigm-shifting to do on the part of the customer. I think I will wait until Monday to do that - don't want to spoil anyone's weekend. [?] Rick On Fri, Jul 23, 2010 at 2:29 PM, Guillaume Rheault wrote: > ** > hi Rick, > > I understand the situation. But that parent change could be a release entry > too. My understanding of the philiosphy behind the BMC Release Mgmt module > is that the release entry is intended to be the parent of changes, i.e. the > actual implementation changes to production... So the starting point is the > release, not the change. From the release, you create child changes that are > scheduled within the release. So it seems we have a terminology/nomenclature > issue here, since most people would think the release is downstream of the > change, when in fact it is not, it is upstream. > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Friday, July 23, 2010 2:19 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** The customer intends to have the Parent RFC as an initial point of > approval and dispatch. So Parent Company says "All installations need to > patch their Windows OS with patches A, B, and C between Aug 1 and Aug 20". > Then when that's approved at the corporate level, each local NOC will create > a child RFC and the related Release records to actually accomplish that and > schedule it at their local level in a way, within the larger approved time > window, in which doing that coordinates with the other planned outages and > maintenance for their installation. > > > From an approval level, the Parent approvals only take it up to Scheduled, > and then the Child approvals take over until they all are completed. So > from a corporate level, I can look at the Parent RFC and from it, see the > status of all of the Child RFCs and associated Release records. > > So think of it as having local control and accountability over the > implementation of a global mandate. Make sense? > > Rick > > On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault wrote: > >> ** >> from a process perspective, it seems to me having a a release with the >> child changes is sufficient...Release records can have approvals defined too >> with the approval server OOTB. >> I don't see the benefit of the parent change >> >> Guillaume >> >> -- >> *From:* Action Request System discussion list(ARSList) [ >> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] >> *Sent:* Friday, July 23, 2010 1:34 PM >> >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Change Management question >> >> ** Thanks, Guillaume. >> >> >> The OOB Change Calendar has already been identified as an issue, due to >> its limitations on time periods. We are looking at options there. >> Collision and Impact aren't really going to be used by the customer at >> first, though as their CM processes mature and their CI data gets more >> complete, they intend to get there. And we intend to attach the affected >> CIs to the child RFCs, not the Parent, though we're open to relating them to >> the Release records instead if that works better. >> >> So is what you are saying that the only subordinate records from a Parent >> RFC should be Release records, not other RFCs? Does using that in a >> 3-tiered scenario cause other problems from a functional standpoint? As >> long as we can tie the records together (which we can) and have Approval >> gates for all of them (which we can), and maintain controls over who updates >> each (which we can), the Change Calendar is of little real consequence, >> since we'll be giving the CAB a printed report anyway. >> >> Rick >> >> On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault >> wrote: >> >>> ** >>> Rick, >>> >>> Having "parent" or "master" changes that have days or months for >>> implementation may not be a good idea, because it is going to mess up your >>> change calendars, whether your OOTB ITSM change calendar, or any other >>> calenda (BTW, take a look at the Kinetic ca
Re: Change Management question
Well, having Release at the top allows things to flow Release --> Change/Activity --> Task. Putting Release below Change eliminates the ability to use Tasks, since they can't be directly subordinate to a Release. So our options for a dependent (i.e. Parent/Child) flow are: Release --> Change/Activity --> Task --OR-- Change --> Task --OR-- Release --> Change(s) Do I have that right? Rick On Fri, Jul 23, 2010 at 3:00 PM, Guillaume Rheault wrote: > ** > Chris, good point. In the end, the main issue that needs to br definrd > and standardized is the usage of the application. > The BMC Remedy Change Mgmt and Release Mgmt are loosely coupled OOTB, so > various ways of usage can be defined, and that is usually the most difficult > part in change mgmt implementations. Once you standardize usage, you can > create business rules to lock down the app (customization really), to > enforce such usage. > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of strauss [stra...@unt.edu] > *Sent:* Friday, July 23, 2010 2:53 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** > > Could the proper sequence be that an initial RFC would be considered for > enterprise application versus local, and if approved for the enterprise you > would create a parent Release for it, followed by additional child (to the > Release) Infrastructure Changes and Activities for the rest of the > enterprise? Or if the RFC was going to stand alone, for local application, > then it still might be appropriate to create a parent release and add more > Changes or at least Activities that were going to be necessary in > conjunction with the action on the original RFC. > > > > Larry Klosterboer’s book “Implementing ITIL Change and Release Management” > is the newest guide I have found, but it is not specific to BMC ITSM (from > IBM Press) so you have to figure out how to apply the generic concepts in > your environment. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Guillaume Rheault > *Sent:* Friday, July 23, 2010 1:29 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > > > ** > > hi Rick, > > I understand the situation. But that parent change could be a release entry > too. My understanding of the philiosphy behind the BMC Release Mgmt module > is that the release entry is intended to be the parent of changes, i.e. the > actual implementation changes to production... So the starting point is the > release, not the change. From the release, you create child changes that are > scheduled within the release. So it seems we have a terminology/nomenclature > issue here, since most people would think the release is downstream of the > change, when in fact it is not, it is upstream. > > Guillaume > -- > > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Friday, July 23, 2010 2:19 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** The customer intends to have the Parent RFC as an initial point of > approval and dispatch. So Parent Company says "All installations need to > patch their Windows OS with patches A, B, and C between Aug 1 and Aug 20". > Then when that's approved at the corporate level, each local NOC will create > a child RFC and the related Release records to actually accomplish that and > schedule it at their local level in a way, within the larger approved time > window, in which doing that coordinates with the other planned outages and > maintenance for their installation. > > From an approval level, the Parent approvals only take it up to Scheduled, > and then the Child approvals take over until they all are completed. So > from a corporate level, I can look at the Parent RFC and from it, see the > status of all of the Child RFCs and associated Release records. > > So think of it as having local control and accountability over the > implementation of a global mandate. Make sense? > > Rick > > On Fri, Jul 23, 2010 at 2:11 PM, Guillaume Rheault > wrote: > > ** > > from a process perspective, it seems to me having a a release with the > child changes is sufficient...Release records can have approvals defined too > with the approval server OOTB. > I don't see the benefit of the parent c
tablefield button artifacts on browser...
ARS 7.5 p5 SQL 2005 Windows 7 (laptop development) IE 8 I have several tablefields on my primary form, and ordinarily they would have 3 buttons at the bottom of the tablefield by default: Report, Select All, DeSelect All. In Dev Studio, on the tablefield property, I have cleared the values for those buttons. On the browser, a thin artifact of the buttons remains, and if a user clicks the remains of any of the buttons, the button function executes. Has anyone seen this before? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: tablefield button artifacts on browser...
Wow, that was easy-thanks! I'm not sure how those pesky spaces got there either; I must have been holding it wrong, you know blocking the antennae... rp ---Original Message--- From: Andrew Fremont To: arslist@ARSLIST.ORG Subject: Re: tablefield button artifacts on browser... Sent: Jul 23 '10 16:30 ** I have seen the similar issues several times on the table fields when viewing the form on mid-tier. It looks OK on WUT. It took me awhile to find out that, there is a space " " on labels. don't know how those spaces ended up there, but I swear I removed them. The issue is fixed when I removed them again in Dev Studio, remember to flush the cache. Andrew. On Fri, Jul 23, 2010 at 3:32 PM, Rick Phillips <[LINK: mailto:r...@netfirst.com] r...@netfirst.com> wrote: ARS 7.5 p5 SQL 2005 Windows 7 (laptop development) IE 8 I have several tablefields on my primary form, and ordinarily they would have 3 buttons at the bottom of the tablefield by default: Report, Select All, DeSelect All. In Dev Studio, on the tablefield property, I have cleared the values for those buttons. On the browser, a thin artifact of the buttons remains, and if a user clicks the remains of any of the buttons, the button function executes. Has anyone seen this before? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at [LINK: http://www.arslist.org] www.arslist.org attend wwrug10 [LINK: http://www.wwrug.com] www.wwrug.com ARSlist: "Where the Answers Are" _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Management question
I was talking to our local ITIL folks about this this morning, and their opinion was that BMC constructed the Release/Change relationship backward - that Change should be above Release. I have heard others say the opposite, so maybe that's true, maybe not, and there was agreement about there being sufficient wiggle room that a company could use it either way, but that got me wondering why BMC did it the way they did it. Then it hit me. If they put Release between Change and Task, it would have broken up the Change module. So they put it on top of Change. The problem with that is that the way they have constructed the relationships limits the customer's ability to use it in a Change --> Release scenario, due to the fact that while Releases can be related to RFCs, they cannot be dependent upon them - the Parent/Child scenario only works when Release is on top. That makes the process of monitoring completion of all Releases under a Change a manual one. It also makes Tasks almost unusable. That's not a major problem for us due to some other process and tooling issues, but it will be for many. So against my better judgment, and with the understanding that it is not optimal from a scaling and efficiency perspective, I feel that we will end up using a Master RFC controlling one or more Releases, which would then optionally control one or more subordinate Changes. I will submit an RFE to BMC to enhance the relationship options, but I don't see them changing that any time soon. Rick On Sat, Jul 24, 2010 at 10:59 AM, Guillaume Rheault wrote: > ** > For the complex situation you described, I think the following scenario > is the best: > > Release --> Change/Activity --> Task > > Approvals can be configured for releases, so you won't be missing that > initial approval. > > Also as you know, you can relate task templates to change templates, to > "standardize" the work to be done > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Friday, July 23, 2010 3:59 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** Well, having Release at the top allows things to flow Release --> > Change/Activity --> Task. Putting Release below Change eliminates the > ability to use Tasks, since they can't be directly subordinate to a Release. > > > So our options for a dependent (i.e. Parent/Child) flow are: > > Release --> Change/Activity --> Task > --OR-- > Change --> Task > --OR-- > Release --> Change(s) > > Do I have that right? > > Rick > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Management question
So you guys can imagine my dilemma - I have one group of very experienced, respected and trained people (you guys) telling me something that is 180 degrees apart from what another group of experienced, respected, and trained people (my ITIL experts) are telling me. And how the tool is set up, although it supports what you guys are saying, is deemed to be somewhat irrelevant by the other guys. Welcome to ITIL, huh? Rick On Mon, Jul 26, 2010 at 11:06 AM, strauss wrote: > ** > > As near as I can tell, Change Management is the process for continuous > improvement (or evolution) through corrective changes to a service, and > works at the component level of the services (CIs, assets, processes). > Release and Deployment Management is more the process for quality assurance > of all existing and planned services - with a more strategic approach. > > > > A few quotes from references on Change and Release Management might help, > since the ITIL v3 diagrams and texts generally seem to place Change > Management and Release Management adjacent to each other under Service > Transition: > > > > Van Bon, Jan, ed. Foundations of IT Service Management Based on ITIL V3 > (2007): > > “Changes can be bundled into a release.” P.238. > > > > Klosterboer, Larry, Implementing ITIL Change and Release Management (2009): > > “Release management is like an orchestra conductor, and change management > is like the musicians.” P.6 > > “Change management provides a disciplined approach to implementing IT > changes. Decommissioning a service, upgrading an infrastructure component, > and adopting a new delivery process are all examples of changes that should > be tracked by the change management discipline. Each change is considered > in isolation and flows through a set of steps, including identification, > documentation, assessment, authorization, execution, and evaluation.” P.6-7. > > “Release management provides a strategic approach to implementing an IT > service.” P.7. > > “…an IT service is a set of components and service assets that work > together to provide a unique benefit to the organization. Before ITIL V3, > many organizations used the term “IT system” instead of “IT service.” > “System” places the focus on IT components, whereas “service” emphasizes > value to the organization. P.7. > > “Service transition consists of the short-term view of change management > and the long-term view of release management.” P.7. > > > > So, Release Management is Strategic, and Change Management is Operational. > IMHO, the ITIL V3 model has now added so many overlapping functions to the > V2 model, probably to meet new oversight requirements, that it is no longer > comprehendible. It’s no wonder that the software vendors are finding it > hard to instantiate the ITIL defined “processes” into coherent application > modules. I hate to say it, but ITIL is probably overdue for a complete > redesign, with consolidation and simplification as its goals. > > > > Christopher Strauss, Ph.D. > Call Tracking Administration Manager > University of North Texas Computing & IT Center > http://itsm.unt.edu/ > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Rick Cook > *Sent:* Monday, July 26, 2010 7:03 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > > > ** I was talking to our local ITIL folks about this this morning, and their > opinion was that BMC constructed the Release/Change relationship backward - > that Change should be above Release. I have heard others say the opposite, > so maybe that's true, maybe not, and there was agreement about there being > sufficient wiggle room that a company could use it either way, but that got > me wondering why BMC did it the way they did it. > > > Then it hit me. If they put Release between Change and Task, it would have > broken up the Change module. So they put it on top of Change. The problem > with that is that the way they have constructed the relationships limits the > customer's ability to use it in a Change --> Release scenario, due to the > fact that while Releases can be related to RFCs, they cannot be dependent > upon them - the Parent/Child scenario only works when Release is on top. > That makes the process of monitoring completion of all Releases under a > Change a manual one. It also makes Tasks almost unusable. That's not a > major problem for us due to some other process and tooling issues, but it > will be for many. > > So against my better judgment, and with the understanding that it is not > optimal from a scaling and efficiency perspective, I feel that we will end > up using a
Re: Change Management question
So the question boils down to this - please correct me if I'm wrong: If Change is being implemented to act as the master application to Release, what does that bring to the table functionally that using multiple levels of Change by itself doesn't do better? Rick On Mon, Jul 26, 2010 at 11:39 AM, Guillaume Rheault wrote: > ** > I guess the problem relies on the fact that in ITIL v2 Release Mgmt was > below Change Mgmt, and in ITIL v3 it's the other way around > I would have to verify this in ITIL v2 literature, which in my case is > somewhere gathering dust :-) > > On the web, I found this quite interesting: > > http://www.itlibrary.org/index.php?page=Release_Management > > Release Mgmt mission statement: > > "Implement changes to IT services taking a holistic (people, process, > technology) view which considers all aspects of a change including planning, > designing, building, testing, training, communications and deployment > activities." > > http://www.itlibrary.org/index.php?page=Change_Management > > Change Mgmt mission statement: > > "Coordinate and control all changes to IT services to minimize adverse > impacts of those changes to business operations and the users of IT > services." > > So in this sense, BMC has adopted the proper naming of the module, i.e. > Release Mgmt. Still, I would have preferred something like Change Project > Mgmt, since that immediately denotes a function/process that has a > controlling/managing natureand implementors would not have to butt heads > with ITIL v2 experts out there, on terminology. > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Monday, July 26, 2010 11:30 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** So you guys can imagine my dilemma - I have one group of very > experienced, respected and trained people (you guys) telling me something > that is 180 degrees apart from what another group of experienced, respected, > and trained people (my ITIL experts) are telling me. And how the tool is > set up, although it supports what you guys are saying, is deemed to be > somewhat irrelevant by the other guys. > > > Welcome to ITIL, huh? > > Rick > > On Mon, Jul 26, 2010 at 11:06 AM, strauss wrote: > >> ** >> >> As near as I can tell, Change Management is the process for continuous >> improvement (or evolution) through corrective changes to a service, and >> works at the component level of the services (CIs, assets, processes). >> Release and Deployment Management is more the process for quality assurance >> of all existing and planned services - with a more strategic approach. >> >> >> >> A few quotes from references on Change and Release Management might help, >> since the ITIL v3 diagrams and texts generally seem to place Change >> Management and Release Management adjacent to each other under Service >> Transition: >> >> >> >> Van Bon, Jan, ed. Foundations of IT Service Management Based on ITIL V3 >> (2007): >> >> “Changes can be bundled into a release.” P.238. >> >> >> >> Klosterboer, Larry, Implementing ITIL Change and Release Management >> (2009): >> >> “Release management is like an orchestra conductor, and change management >> is like the musicians.” P.6 >> >> “Change management provides a disciplined approach to implementing IT >> changes. Decommissioning a service, upgrading an infrastructure component, >> and adopting a new delivery process are all examples of changes that should >> be tracked by the change management discipline. Each change is considered >> in isolation and flows through a set of steps, including identification, >> documentation, assessment, authorization, execution, and evaluation.” P.6-7. >> >> “Release management provides a strategic approach to implementing an IT >> service.” P.7. >> >> “…an IT service is a set of components and service assets that work >> together to provide a unique benefit to the organization. Before ITIL V3, >> many organizations used the term “IT system” instead of “IT service.” >> “System” places the focus on IT components, whereas “service” emphasizes >> value to the organization. P.7. >> >> “Service transition consists of the short-term view of change management >> and the long-term view of release management.” P.7. >> >> >> >> So, Release Management is Strategic, and Change Management is >> Ope
Re: Change Management question
Well, ITIL 3 is an ancillary requirement, but that's kind of moot, since according to our ITIL guy, who actually writes the ITIL policies and proofs the books and holds every cert there is, BMC did not construct this in an ITIL v2 or v3-compliant way. He says that Change should be the overarching app, and that Release should be able to act as either a peer or subordinate entity to Change. When he explained why to me, I have to admit that it made sense. I think it may be that Change --> Task relationship, with which we are all very familiar over several years/versions, has become too deeply ingrained in our minds as an inseparable combination, and we have to open our minds to the idea of doing things another way that doesn't use that structure. With all respect and appreciation to Chris and the quotes he gave taking the opposing POV, it seems that BMC kind of took the lazy way out when they gave us Release, in that they didn't want to upset the CM/Task application combination, so rather than put Release in the middle where it belongs, they put it on top. So now we have to tell our customers that they can modify the tool, modify their process, or accept the limitations of living in the middle. Rick On Mon, Jul 26, 2010 at 12:15 PM, Guillaume Rheault wrote: > ** > The way I would phrase it like this: Release Mgmt is the controlling > application of Change Mgmt > One benefit of using the release module is that you can have activities > that do not require approvals; example of activities could be training, > development of documentation, sending out communications, etc. > > Using the release module allows you to take advantage of the release app > permissions, such as release viewer, release user, release master, and > release configurator. > You can have different reports specifically targeted for releases > > Think of the release module as a sort of project mgmt module built on ARS, > with approvals, with access to the change records, etc. > > The other benefit would be to be compliant with ITIL v3, which may or may > not be a big deal... it would be a bigger deal if your client wants to > implement ITIL v3 as part of its program to improve its internal processes. > > Guillaume > > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Monday, July 26, 2010 12:03 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** So the question boils down to this - please correct me if I'm wrong: > > > If Change is being implemented to act as the master application to Release, > what does that bring to the table functionally that using multiple levels of > Change by itself doesn't do better? > > Rick > > On Mon, Jul 26, 2010 at 11:39 AM, Guillaume Rheault > wrote: > >> ** >> I guess the problem relies on the fact that in ITIL v2 Release Mgmt was >> below Change Mgmt, and in ITIL v3 it's the other way around >> I would have to verify this in ITIL v2 literature, which in my case is >> somewhere gathering dust :-) >> >> On the web, I found this quite interesting: >> >> http://www.itlibrary.org/index.php?page=Release_Management >> >> Release Mgmt mission statement: >> >> "Implement changes to IT services taking a holistic (people, process, >> technology) view which considers all aspects of a change including planning, >> designing, building, testing, training, communications and deployment >> activities." >> >> http://www.itlibrary.org/index.php?page=Change_Management >> >> Change Mgmt mission statement: >> >> "Coordinate and control all changes to IT services to minimize adverse >> impacts of those changes to business operations and the users of IT >> services." >> >> So in this sense, BMC has adopted the proper naming of the module, i.e. >> Release Mgmt. Still, I would have preferred something like Change Project >> Mgmt, since that immediately denotes a function/process that has a >> controlling/managing natureand implementors would not have to butt heads >> with ITIL v2 experts out there, on terminology. >> >> Guillaume >> >> -- >> *From:* Action Request System discussion list(ARSList) [ >> arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] >> *Sent:* Monday, July 26, 2010 11:30 AM >> >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Change Management question >> >> ** So you guys can imagine my dilemma - I have one group of very >> experienced, respected and trained people (you
Re: tablefield button artifacts on browser...
Thanks, Joe, yes it was a stray, single space on each one: easily fixed. rp ---Original Message--- From: Joe DeSouza To: arslist@ARSLIST.ORG Subject: Re: tablefield button artifacts on browser... Sent: Jul 26 '10 11:56 ** Rick, I have worked on similar configurations.. I have been successfully able to remove the button by having a null string in the Labels section of these buttons on the Dev Studio.. Have you by any chance got a space in there instead of setting those labels to NULL?? Joe FROM: Rick Phillips TO: arslist@ARSLIST.ORG SENT: Fri, July 23, 2010 6:32:14 PM SUBJECT: tablefield button artifacts on browser... ARS 7.5 p5 SQL 2005 Windows 7 (laptop development) IE 8 I have several tablefields on my primary form, and ordinarily they would have 3 buttons at the bottom of the tablefield by default: Report, Select All, DeSelect All. In Dev Studio, on the tablefield property, I have cleared the values for those buttons. On the browser, a thin artifact of the buttons remains, and if a user clicks the remains of any of the buttons, the button function executes. Has anyone seen this before? Thanks, Rick _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Management question
The bottom line appears to be that the current construct of Release and Change is not as ITIL-compliant as BMC believes it to be, so you will have to choose whether you want to stick with ITIL or use the BMC Release package. I have been told that no changes to the current product construct are in anyone's plans for at least the near term (2-3 years), FWIW. That being said, if one wants to use the product line the way it was constructed (Release --> Change/Activity --> Task), it would probably work just fine in supporting a company's Change and Release processes. But if you try to force the ITIL model (Change --> Release --> Task) on it, it will not support that model very well. A better alternative to that (IMHO) is to not use Release at all, but stick with the current Change/Activity --> Task methodology, which will work for most of the companies most of the time. Rick On Tue, Jul 27, 2010 at 12:03 AM, Mahendra Mahalkar < mahendra.mahal...@gmail.com> wrote: > ** Thanks to all listers participated in this thread as this discussion > really helped me to clear my concepts. > > Thanks & Regards, > Mahendra Mahalkar > > > > > On Mon, Jul 26, 2010 at 8:36 PM, strauss wrote: > >> ** >> >> As near as I can tell, Change Management is the process for continuous >> improvement (or evolution) through corrective changes to a service, and >> works at the component level of the services (CIs, assets, processes). >> Release and Deployment Management is more the process for quality assurance >> of all existing and planned services - with a more strategic approach. >> >> >> >> A few quotes from references on Change and Release Management might help, >> since the ITIL v3 diagrams and texts generally seem to place Change >> Management and Release Management adjacent to each other under Service >> Transition: >> >> >> >> Van Bon, Jan, ed. Foundations of IT Service Management Based on ITIL V3 >> (2007): >> >> “Changes can be bundled into a release.” P.238. >> >> >> >> Klosterboer, Larry, Implementing ITIL Change and Release Management >> (2009): >> >> “Release management is like an orchestra conductor, and change management >> is like the musicians.” P.6 >> >> “Change management provides a disciplined approach to implementing IT >> changes. Decommissioning a service, upgrading an infrastructure component, >> and adopting a new delivery process are all examples of changes that should >> be tracked by the change management discipline. Each change is considered >> in isolation and flows through a set of steps, including identification, >> documentation, assessment, authorization, execution, and evaluation.” P.6-7. >> >> “Release management provides a strategic approach to implementing an IT >> service.” P.7. >> >> “…an IT service is a set of components and service assets that work >> together to provide a unique benefit to the organization. Before ITIL V3, >> many organizations used the term “IT system” instead of “IT service.” >> “System” places the focus on IT components, whereas “service” emphasizes >> value to the organization. P.7. >> >> “Service transition consists of the short-term view of change management >> and the long-term view of release management.” P.7. >> >> >> >> So, Release Management is Strategic, and Change Management is >> Operational. IMHO, the ITIL V3 model has now added so many overlapping >> functions to the V2 model, probably to meet new oversight requirements, that >> it is no longer comprehendible. It’s no wonder that the software vendors >> are finding it hard to instantiate the ITIL defined “processes” into >> coherent application modules. I hate to say it, but ITIL is probably >> overdue for a complete redesign, with consolidation and simplification as >> its goals. >> >> >> >> Christopher Strauss, Ph.D. >> Call Tracking Administration Manager >> University of North Texas Computing & IT Center >> http://itsm.unt.edu/ >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> arsl...@arslist.org] *On Behalf Of *Rick Cook >> *Sent:* Monday, July 26, 2010 7:03 AM >> >> *To:* arslist@ARSLIST.ORG >> *Subject:* Re: Change Management question >> >> >> >> ** I was talking to our local ITIL folks about this this morning, and >> their opinion was that BMC constructed the Release/Change relationship >> backward - that Change should be above Release. I have heard others say the >> opposite, so maybe that's true, maybe not,
Re: Change Management question
That would be nice, wouldn't it! I believe that there would be some areas of disagreement between us and him. I have no problem engaging in discussions with people with opposing points of view, because I always feel I can learn something. If the Product Manager has the same attitude, we would love to engage in some discussion here with him for the mutual benefit of BMC and its customer base. I won't call him out by name, but if someone at BMC is watching, let him know we'd like to hear from him, OK? Rick On Tue, Jul 27, 2010 at 9:25 AM, Guillaume Rheault wrote: > ** > I still hope that the Change Mgmt product manager at BMC would chime in > this discussion, in the same way that David and Doug have when questions > about ARS pop-up , to at least explain why things were done a certain > wayand what is the recommendation. > As more companies use the OOTB applications and people in those companies > become ITL v3 Foundation certified, this kind of discussions becomes more > and more relevant. > > Guillaume > > -- > *From:* Action Request System discussion list(ARSList) [ > arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] > *Sent:* Tuesday, July 27, 2010 9:18 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Change Management question > > ** The bottom line appears to be that the current construct of Release > and Change is not as ITIL-compliant as BMC believes it to be, so you will > have to choose whether you want to stick with ITIL or use the BMC Release > package. I have been told that no changes to the current product construct > are in anyone's plans for at least the near term (2-3 years), FWIW. > > > That being said, if one wants to use the product line the way it was > constructed (Release --> Change/Activity --> Task), it would probably work > just fine in supporting a company's Change and Release processes. But if > you try to force the ITIL model (Change --> Release --> Task) on it, it will > not support that model very well. A better alternative to that (IMHO) is to > not use Release at all, but stick with the current Change/Activity --> Task > methodology, which will work for most of the companies most of the time. > > Rick > > On Tue, Jul 27, 2010 at 12:03 AM, Mahendra Mahalkar < > mahendra.mahal...@gmail.com> wrote: > >> ** Thanks to all listers participated in this thread as this discussion >> really helped me to clear my concepts. >> >> Thanks & Regards, >> Mahendra Mahalkar >> >> >> >> >> On Mon, Jul 26, 2010 at 8:36 PM, strauss wrote: >> >>> ** >>> >>> As near as I can tell, Change Management is the process for continuous >>> improvement (or evolution) through corrective changes to a service, and >>> works at the component level of the services (CIs, assets, processes). >>> Release and Deployment Management is more the process for quality assurance >>> of all existing and planned services - with a more strategic approach. >>> >>> >>> >>> A few quotes from references on Change and Release Management might help, >>> since the ITIL v3 diagrams and texts generally seem to place Change >>> Management and Release Management adjacent to each other under Service >>> Transition: >>> >>> >>> >>> Van Bon, Jan, ed. Foundations of IT Service Management Based on ITIL V3 >>> (2007): >>> >>> “Changes can be bundled into a release.” P.238. >>> >>> >>> >>> Klosterboer, Larry, Implementing ITIL Change and Release Management >>> (2009): >>> >>> “Release management is like an orchestra conductor, and change management >>> is like the musicians.” P.6 >>> >>> “Change management provides a disciplined approach to implementing IT >>> changes. Decommissioning a service, upgrading an infrastructure component, >>> and adopting a new delivery process are all examples of changes that should >>> be tracked by the change management discipline. Each change is considered >>> in isolation and flows through a set of steps, including identification, >>> documentation, assessment, authorization, execution, and evaluation.” P.6-7. >>> >>> “Release management provides a strategic approach to implementing an IT >>> service.” P.7. >>> >>> “…an IT service is a set of components and service assets that work >>> together to provide a unique benefit to the organization. Before ITIL V3, >>> many organizations used the term “IT system” instead of “IT service.
problems displaying Search Bar on the web...
ARS 7.5 p5 (201005111542) MS SQL 2005 I'm having problems enabling the Advanced Search Bar in a form in a browser. Using the Dev Studio, I have the 'Add Form Action Fields' configured for 'Modify All' (unchecked) and 'Search Bar' (checked, but disabled/greyed out). Additionally, I have the user's record in the User Preference form also configured for 'On Open', 'Show Advanced Search Bar' set to "Yes". I haven't found a setting here for 'Modify All'. Finally, I have set the view configs for the form, 'Accessible Menu Items' to be unchecked for 'Modify All' and checked for 'Advanced Search'. The MidTier config tool correctly shows the name of the preference server. Any ideas on how to disable 'Modify All' and enable 'Advanced Search'? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Change Phase Names
In CM 7.5, can we edit the Phase names referenced in the Approval Mappings, i.e. add, remove, change the names? If so, how difficult is that to sync up with the rest of the Change and Foundation data? Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Phase Names
Never mind - I found it myself far more easily than I thought I would. It's the Phase Management Configuration form. Rick On Thu, Jul 29, 2010 at 8:27 AM, Rick Cook wrote: > In CM 7.5, can we edit the Phase names referenced in the Approval Mappings, > i.e. add, remove, change the names? > > If so, how difficult is that to sync up with the rest of the Change and > Foundation data? > > Rick > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Update Attachments?
They definitely should not. That's what applications like Sharepoint are for. But if they insist on using Remedy for that, you should build something in a separate form that would act as a clearinghouse for all attachments. Rick On Thu, Jul 29, 2010 at 1:24 PM, Blankenship, Mark G < mark.blankens...@austin.utexas.edu> wrote: > Basically.. we have a scenario where users might want to use attachments > as general file storage. As if they were just in a directory. > > They want to be able to open the attachment, make changes and save. > > As I remember, I do not think attachments could work this way. > > > > Thanks, > > > > Mark > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Ram Rudra > *Sent:* Thursday, July 29, 2010 9:42 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Update Attachments? > > > > ** > > Mark, > > > > Can you brief you scenario? So that anyone can help you. > > > > Thanks & Regards, > > Rambabu Rudra > > System Administrator > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] *On Behalf Of *Blankenship, Mark G > *Sent:* Thursday, July 29, 2010 7:48 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Update Attachments? > > > > Listers, > > > > Is it possible to edit and save changes to an attached file? > > Or do you have to save/edit/and re-attach? > > > > Thanks, > > > > Mark > > > > Mark Blankenship > > Business Analyst > > Office of Information Management & Analysis > > The University of Texas at Austin > > (512)475-7820 > > m...@austin.utexas.edu > > > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Phase Names
So if the entries in that form don't affect anything, why are they there? The menus on the Approval Process form are generated from that form itself, like you hand-enter a value and then it appears in the menu. There is also an interface form that allows modification of the entries that we see in the menus, but it doesn't allow new entries. Has someone actually done what I am trying to do - alter the Phase Names used in the Approval Mapping forms? Rick On Thu, Jul 29, 2010 at 12:11 PM, pritch wrote: > Form is Approval Process Configuration - and no, I haven't seen it affect > approval mappings, notifications, etc.. There is a panel for status flow > that can alter the status the ticket goes to on approval / rejection - even > if you don't change the phase name. > > On Thu, 29 Jul 2010 10:03:34 -0500, "Martinez, Marcelo A" > wrote: > > Rick, > > I'm not on 7.5 - but will be soon. > > Does changing the phase names affect the approval mappings, notifications > > to approvers, etc? I didn't find a form called Phase Management > > Configuration on CM 7.0.03.. > > > > From: Action Request System discussion list(ARSList) > > [mailto:arsl...@arslist.org] On Behalf Of Rick Cook > > Sent: Thursday, July 29, 2010 7:30 AM > > To: arslist@ARSLIST.ORG > > Subject: Re: Change Phase Names > > > > ** Never mind - I found it myself far more easily than I thought I would. > > > It's the Phase Management Configuration form. > > > > Rick > > On Thu, Jul 29, 2010 at 8:27 AM, Rick Cook > > mailto:remedyr...@gmail.com>> wrote: > > In CM 7.5, can we edit the Phase names referenced in the Approval > Mappings, > > i.e. add, remove, change the names? > > > > If so, how difficult is that to sync up with the rest of the Change and > > Foundation data? > > > > Rick > > > > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ > > > > > > ___ > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: EXTERNAL: problems displaying Search Bar on the web...
yes it is. I'm passing a query to it from a control panel hyperlink. What am I missing here? rp ---Original Message--- From: Reiser, John J To: arslist@ARSLIST.ORG Subject: Re: EXTERNAL: problems displaying Search Bar on the web... Sent: Jul 29 '10 12:45 Rick, Is the field 1005 (Search Bar) in the view used for your Mid Tier? HTH, --- John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Phillips Sent: Wednesday, July 28, 2010 10:29 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: problems displaying Search Bar on the web... ARS 7.5 p5 (201005111542) MS SQL 2005 I'm having problems enabling the Advanced Search Bar in a form in a browser. Using the Dev Studio, I have the 'Add Form Action Fields' configured for 'Modify All' (unchecked) and 'Search Bar' (checked, but disabled/greyed out). Additionally, I have the user's record in the User Preference form also configured for 'On Open', 'Show Advanced Search Bar' set to "Yes". I haven't found a setting here for 'Modify All'. Finally, I have set the view configs for the form, 'Accessible Menu Items' to be unchecked for 'Modify All' and checked for 'Advanced Search'. The MidTier config tool correctly shows the name of the preference server. Any ideas on how to disable 'Modify All' and enable 'Advanced Search'? Thanks, Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: Change Phase Names
OK, I think I REALLY have it this time. The place to change the Approval Phase Names is in the APR:SYS-Approval Definition form, in the Phase Name field. You just type in whatever name you want to use rather than select from the Menu. Once you change it there, the change appears in the menus of both that form and the Approval Mappings form. Haven't tested the execution of those all the way through the Approval process, but it should work. Rick On Thu, Jul 29, 2010 at 5:27 PM, Rick Cook wrote: > So if the entries in that form don't affect anything, why are they there? > The menus on the Approval Process form are generated from that form itself, > like you hand-enter a value and then it appears in the menu. There is also > an interface form that allows modification of the entries that we see in > the menus, but it doesn't allow new entries. > > Has someone actually done what I am trying to do - alter the Phase Names > used in the Approval Mapping forms? > > Rick > > > On Thu, Jul 29, 2010 at 12:11 PM, pritch wrote: > >> Form is Approval Process Configuration - and no, I haven't seen it affect >> approval mappings, notifications, etc.. There is a panel for status flow >> that can alter the status the ticket goes to on approval / rejection - >> even >> if you don't change the phase name. >> >> On Thu, 29 Jul 2010 10:03:34 -0500, "Martinez, Marcelo A" >> wrote: >> > Rick, >> > I'm not on 7.5 - but will be soon. >> > Does changing the phase names affect the approval mappings, >> notifications >> > to approvers, etc? I didn't find a form called Phase Management >> > Configuration on CM 7.0.03.. >> > >> > From: Action Request System discussion list(ARSList) >> > [mailto:arsl...@arslist.org] On Behalf Of Rick Cook >> > Sent: Thursday, July 29, 2010 7:30 AM >> > To: arslist@ARSLIST.ORG >> > Subject: Re: Change Phase Names >> > >> > ** Never mind - I found it myself far more easily than I thought I >> would. >> >> > It's the Phase Management Configuration form. >> > >> > Rick >> > On Thu, Jul 29, 2010 at 8:27 AM, Rick Cook >> > mailto:remedyr...@gmail.com>> wrote: >> > In CM 7.5, can we edit the Phase names referenced in the Approval >> Mappings, >> > i.e. add, remove, change the names? >> > >> > If so, how difficult is that to sync up with the rest of the Change and >> > Foundation data? >> > >> > Rick >> > >> > _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > >> > >> >> ___ >> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> > attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> >> >> ___ >> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org >> attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" >> > > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Change Dependency question
I know that if a Change Request has Tasks beneath it, that the CR will be automatically set to Completed when the last subordinate Task status is set to Completed. This allows a Closedown Review-type of notification and Approval to automatically go out. Does that work the same way with CRs that are dependent (children) upon another (parent) CR? The docs, BMC KB and even Google are bereft of information on this. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Re: MSSQL Virtualization?
I concur. If your database was chunking away at a CI reconciliation for instance, it would effectively lock other apps out of their part of the DB server. I have seen this happen with Oracle, too. Rick -Original Message- From: LJ LongWing Sender: "Action Request System discussion list(ARSList)" Date: Fri, 30 Jul 2010 11:38:39 To: Reply-To: arslist@ARSLIST.ORG Subject: Re: MSSQL Virtualization? Drew, I can't talk directly regarding the problems BMC was talking aboutbut just from my own understanding, SQL Server is a very 'heavy' application...it requires lots of RAM and lots of CPU, typically virtualization would make an OS share those resources, which isn't 'best' for this type of application...any time you want something from a DB, you want it as fast as possiblewon't be as good in virtual as it would with Physical... -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Drew Shuller Sent: Friday, July 30, 2010 10:59 AM To: arslist@ARSLIST.ORG Subject: MSSQL Virtualization? Hello all, While helping use architect a new Remedy system, BMC suggested to NOT virtualize the MSSQL server, without giving any reasons except that there were "problems." Could I get some insight please? I would like to virtualize AR Server 7.1 and eventually 7.6 ITSM on a virtualized MSSQL server. What issues should I expect? Thank you in advance. Drew Shuller Soto Cano AB Palmerola, Honduras ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: "Where the Answers Are"
Remedy 7.1 User and ARExport
I have a form that opens in less then 2 seconds when I use the Remedy 6.3 client. However, when I use the Remedy 7.1 client it takes 7.5 seconds. There are multiple API calls called /+EXP (ARExport) that is taking 3.5 seconds total. >From the looks of the log files it is using this call instead of the cached >form file. Is this a change from 6.3 to 7.1? Has anyone else seen this >performance issue? Remedy Info: ARServer: 6.3 patch 18 OS: SUSE Linux 10 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy 7.1 User and ARExport
No patch for the Remedy 7.1 User Tool. I will download the latest User Patch and give it a try. Rick >>> strauss <[EMAIL PROTECTED]> 4/29/2008 1:40 PM >>> Which patch of the 7.1 User Tool? Patch 001 or 002 was supposed to have fixed a problem with not reading the local form cache - I know it is fixed by patch 002. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Parry Sent: Tuesday, April 29, 2008 2:31 PM To: arslist@ARSLIST.ORG Subject: Remedy 7.1 User and ARExport ** I have a form that opens in less then 2 seconds when I use the Remedy 6.3 client. However, when I use the Remedy 7.1 client it takes 7.5 seconds. There are multiple API calls called /+EXP (ARExport) that is taking 3.5 seconds total. >From the looks of the log files it is using this call instead of the cached >form file. Is this a change from 6.3 to 7.1? Has anyone else seen this >performance issue? Remedy Info: ARServer: 6.3 patch 18 OS: SUSE Linux 10 __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Organizational classifications (ITSM 7.x)
Bruce, if you can, check the recent archives for info I posted on this. I'll be glad to fill in details as you might ask. Rick _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bruce Scott Sent: Tuesday, April 29, 2008 3:44 PM To: arslist@ARSLIST.ORG Subject: Organizational classifications (ITSM 7.x) ** Hello list. We have finally begun our upgrade from ARS 5.1.2/ITSM 5.6 to ARS 7.1/ITSM7.0. I am beginning the configuration of the new version on our development system. I am at the point of creating the classifications and want to involve the groups that work the tickets to create the classifications they feel most comfortable with using, however I have been unable to find definitions or even examples of organizational classifications that they can understand or expand on. Can anyone point me in the right direction to find decent examples or clear definitions that you may have used? Thanks, Bruce Scott Application Developer - Remedy PetSmart, Inc. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Resolved Remedy 7.1 User and ARExport
** Remedy 7.1 Patch 002 solved this issue. Rick Parry Application Engineer [EMAIL PROTECTED] 801-861-1747 >>> strauss <[EMAIL PROTECTED]> 4/29/2008 1:40 PM >>> Which patch of the 7.1 User Tool? Patch 001 or 002 was supposed to have fixed a problem with not reading the local form cache - I know it is fixed by patch 002. Christopher Strauss, Ph.D.Call Tracking Administration ManagerUniversity of North Texas Computing & IT Centerhttp://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick ParrySent: Tuesday, April 29, 2008 2:31 PMTo: arslist@ARSLIST.ORGSubject: Remedy 7.1 User and ARExport ** I have a form that opens in less then 2 seconds when I use the Remedy 6.3 client. However, when I use the Remedy 7.1 client it takes 7.5 seconds. There are multiple API calls called /+EXP (ARExport) that is taking 3.5 seconds total. From the looks of the log files it is using this call instead of the cached form file. Is this a change from 6.3 to 7.1? Has anyone else seen this performance issue? Remedy Info: ARServer: 6.3 patch 18 OS: SUSE Linux 10__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
Re: References needed for LDAP....
I think the integrations manual has pretty good instructions in it. It was good enough to lead me through the process the first time. Rick On Wed, Apr 30, 2008 at 12:53 PM, Richard Copits < [EMAIL PROTECTED]> wrote: > ** > > Can someone give me where there might be additional information on how to > set up the LDAP interface stuff – i.e. which manual may explain it a bit > more than the install manual? I've tried the master index manual under LDAP > and AREA LDAP but found almost nothing. I've gone through the index on other > manuals with no success. Googling gave some stuff but nothing in the way of > a simpl e example/explanation. What I need I guess are what data items I > need to pass on to the LAN group for information so I can fill in the right > boxes during the install. Thanks for any help or references I can go to. > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Organizational classifications (ITSM 7.x)
I am actually writing up a paper on it, to have my thoughts and conversations collected together coherently in a way that would allow someone else to benefit from them. I'll try to put that somewhere accessible in the next few days, rather than spamming the list with it. Rick On Thu, May 1, 2008 at 8:42 AM, Bruce Scott <[EMAIL PROTECTED]> wrote: > ** Rick, > > I've found what you refer to, but I think I'm not seeing the whole > conversation. I see your reply to Tony: > > "I've been waiting for Remedy to say that explicitly in their ITSM > migration > docs when they come out, but I suspect you're right. > > Rick" > > I've followed that thread to it's end with Chris Rom's explanation as > well. I'm wondering if Jennifer is alluding to a more in-depth discussion > that I'm not seeing? > > Thank you for all of your help. > > Bruce > > > On 4/29/08, Rick Cook <[EMAIL PROTECTED]> wrote: >> >> ** >> >> Bruce, if you can, check the recent archives for info I posted on this. >> I'll be glad to fill in details as you might ask. >> >> >> >> Rick >> -- >> >> *From:* Action Request System discussion list(ARSList) [mailto: >> [EMAIL PROTECTED] *On Behalf Of *Bruce Scott >> *Sent:* Tuesday, April 29, 2008 3:44 PM >> *To:* arslist@ARSLIST.ORG >> *Subject:* Organizational classifications (ITSM 7.x) >> >> >> >> ** >> >> Hello list. >> >> >> >> We have finally begun our upgrade from ARS 5.1.2/ITSM 5.6 to ARS >> 7.1/ITSM7.0. I am beginning the configuration of the new version on our >> development system. I am at the point of creating the classifications and >> want to involve the groups that work the tickets to create the >> classifications they feel most comfortable with using, however I have been >> unable to find definitions or even examples of organizational >> classifications that they can understand or expand on. Can anyone point me >> in the right direction to find decent examples or clear definitions that you >> may have used? >> >> >> >> Thanks, >> >> Bruce Scott >> >> Application Developer - Remedy >> >> PetSmart, Inc. >> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" >> html___ >> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
ITSM 7 Operational Categorizations
I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861&externalID=3231&fromSearchPage=true<http://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861&externalID=3231&fromSearchPage=true> Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: Remedy 6.3 and MSSQL 2005....
Yeah, it may be one of those things where you have to choose SQL 2000 on the install script and then change it later. But then again, it may not. As with all things, BMC will attempt to provide some support to this technically unsupported combination up to the point where it appears that the combination is the issue, at which time you've got the ball again. Official support just means they've tested it thoroughly. Other combinations may work, as Roger said. Rick On Mon, May 5, 2008 at 8:00 AM, Nall, Roger <[EMAIL PROTECTED]> wrote: > ** > > According to the compatibility matrix the answer is no. However it could be > one of those unsupported things. > > > > Roger A. Nall > > Manager, OSSNMS Remedy > > T-Mobile USA > > Desk: 813-348-2556 > > Cell: 973-652-6723 > > FAX: 813-348-2565 > > sf49fanv AIM IM > > RogerNall Yahoo IM > > > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Richard Copits > *Sent:* Monday, May 05, 2008 10:52 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Remedy 6.3 and MSSQL 2005 > > > > We have Remedy 6.3 on SQL2000. We're looking at moving to 7.x with > > SQL2005, but in the meantime our management has asked if 6.3 will > > run with SQL2005. We were able to do a backup from SQL2000 and a > > restore of the data to SQL2005 and it all seemed to work. Can 6.3 > > actually run OK under SQL2005? Thanks. > > > > Portions of this message may be confidential under an exemption to Ohio's > public records law or under a legal privilege. If you have received this > message in error or due to an unauthorized transmission or interception, > please delete all copies from your system without disclosing, copying, or > transmitting this message. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers > Are" html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITIL Remedy
No. The Owner is the group/person responsible for ensuring that the customer's outage is resolved satisfactorily. The Assignee is the group/person responsible for resolving the reported problem on an Incident. Once the Assignee says the problem's resolved, the Incident is again the responsibility of the Owner, until the Requester says all is hunky-dory. In a real-world scenario, the Owner might be the triage/Level 1 area that takes the ticket and interacts with the users. The Assignee would be the technician who works the ticket. Rick On Mon, May 5, 2008 at 9:35 AM, Kathy Morris <[EMAIL PROTECTED]> wrote: > ** So the Assigned Group becomes the Owner? > > In a message dated 5/5/2008 9:30:30 A.M. Pacific Daylight Time, > [EMAIL PROTECTED] writes: > > According to what I've been told, the best practice is to not assign > anything to a person as an individual until there is a need for a specific > person to be involved. So in the case of an Incident being created by the > someone on the Service Desk, we assign it to that individual. When it's > created by someone else, it just gets assigned to the group as the Owner. > You aren't required to fill out a specific Owner, just an Owner Group. > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Kathy Morris > *Sent:* Monday, May 05, 2008 11:23 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: ITIL Remedy > > > > ** > > Normally we assign it to the Help Desk - but who would be the "Owner" > > > > In a message dated 5/5/2008 9:21:53 A.M. Pacific Daylight Time, > [EMAIL PROTECTED] writes: > > ** > > We automatically assign it to the Helpdesk Group (actually Service Desk if > you want to be completely ITIL.) The reason being that ITSM is very locked > down, and people who the ticket are not assigned to can't edit it. As a > result, you might want the group people go to for help with the application > to be able to reassign it when it is accidentally assigned to the wrong > group. > > > > Shawn Pierson > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Kathy Morris > *Sent:* Monday, May 05, 2008 11:16 AM > *To:* arslist@ARSLIST.ORG > *Subject:* ITIL Remedy > > > > ** > > Hi, > > > > In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. > Should it be the assigned group or the Help Desk? > > > > What are the advantages of one over the other. > > > -- > > Wondering what's for Dinner Tonight? Get new twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod000301>. > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > > > > -- > > Wondering what's for Dinner Tonight? Get new twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod000301>. > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > > > > > -- > Wondering what's for Dinner Tonight? Get new twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod000301>. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: IM Patch 7 Installer?
William, someone must be able to run programs on the server, or OS patches wouldn't get installed, the DBMS would never get there, etc. Is there a SysAdmin who is cleared to do it for you, with you directing the answers to the prompts? Rick On Mon, May 5, 2008 at 9:36 AM, William Rentfrow <[EMAIL PROTECTED]> wrote: > ** I probably sound like I'm whining about this but here's the thing. > This system has potentially millions of pieces of data covered by the > Privacy act (SSN's, etc). > > There simply is no excuse for me to take shortcuts around the security > rules. As I said to another person in an off-line discussion I don't want > to be the person in the national news story that starts "Government agency > 'X' announced today a security violation where 1,000,000 SSN's were leaked > by a contractor who etc etc etc etc". > > This really is a big deal - these systems are secure for a reason. BMC has > a large number of customers who are Federal Agencies, military, or even > commercial finance where security is very important. This change has a > substantial impact. > > -- > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Tony Worthington > *Sent:* Monday, May 05, 2008 10:50 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: IM Patch 7 Installer? > > ** > Exceed should work if open source won't -- I would think it would already > have been approved. (or not) > > http://connectivity.hummingbird.com/products/nc/exceed/index.html?cks=y > > The trick will be getting the X server on the box. > > > -- > Tony Worthington > Sr. Technical Analyst > Kohl's Department Stores > [EMAIL PROTECTED] > 262-703-5911 > > > *William Rentfrow <[EMAIL PROTECTED]>* > Sent by: "Action Request System discussion list(ARSList)" < > arslist@ARSLIST.ORG> > > 05/05/2008 10:46 AM > Please respond to > arslist@ARSLIST.ORG > >To > arslist@ARSLIST.ORG cc > Subject > Re: IM Patch 7 Installer? > > > > > All are good suggestions. > > We are not going to be allowed to install anything on the server. > > And we are not going to be allowed to install anything on the desktop > unless it is on the approved application list and has been through a > security review. > > None of the free apps will qualify security-wise. > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W > Sent: Monday, May 05, 2008 10:38 AM > To: arslist@ARSLIST.ORG > Subject: Re: IM Patch 7 Installer? > > Another X terminal (free) is Cygwin http://www.cygwin.com/ > > Fred > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman > Sent: Monday, May 05, 2008 10:34 AM > To: arslist@ARSLIST.ORG > Subject: Re: IM Patch 7 Installer? > > Do you have SSH access to the servers? > > If so, you can use an ssh client package such as Putty > (http://www.chiark.greenend.org.uk/~sgtatham/putty/<http://www.chiark.greenend.org.uk/%7Esgtatham/putty/>) > along with an X > terminal such as xming (http://www.straightrunning.com/XmingNotes/) to > run X applications on your desktop over SSH. > > --- J.T. Shyman > > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow > Sent: Monday, May 05, 2008 11:30 AM > To: arslist@ARSLIST.ORG > Subject: IM Patch 7 Installer? > > The IM 7.03 Patch 7 Release notes say: > > - > Starting with Patch 005, the process of installing patches for the BMC > Remedy ITSM suite of applications has been automated through the > introduction of a GUI driven patch installation wizard. > > For all platforms, you must run the patch installer from the same system > that is running the AR System server. > - > > And later on it says: > > - > Run the patch installer. > ! Windows.patch007.exe > ! UNIX.patch007.bin > A splash screen appears while the installer initializes. After > initialization, the BMC Remedy ITSM Patch Installer window appears. > - > > I do not have any sort of access to these systems except command > line/terminal access via Putty. The vast majority of my customers are > using Sun/Unix enterprise servers. Naturally we have no access beyond > command line. We have no x-windows or emulators. Given the
Re: ITIL Remedy
That sounds correct to me. The Assignee group does the work, the Owner group is responsible for ensuring resolution with the users. Your support people need a refresher on ITIL definitions; sounds like they're interpreting it in their own way. Rick On Mon, May 5, 2008 at 10:01 AM, Kathy Morris <[EMAIL PROTECTED]> wrote: > ** I understand both concepts - perhaps I need to clarify. > > Ticket comes in and the ticket is Auto-assigned to the Help Desk (Assigned > Group). The Help Desk feels they should be the Incident Owner (Owner > Group). The Help Desk then assigns the ticket to a Support Group (now the > support group is the Assigned Group). The Support Group believes they > should be the incident owner (Owner Group). > > In a message dated 5/5/2008 9:49:05 A.M. Pacific Daylight Time, > [EMAIL PROTECTED] writes: > > Aren't you, maybe, mixing the concepts of "assignment" and "ownership"? > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen > Sent: Monday, May 05, 2008 11:42 AM > To: arslist@ARSLIST.ORG > Subject: Re: ITIL Remedy > > ** Hi Kathy, > > The Helpdesk really should be the owner of any incident. > It's best that the customer has only one single point of contact -> the > helpdesk.. they need to own the incident from cradle to grave.. and they > should be able to spawn any change or problem from the given incident. > From a user's perspective, they hate being pushed around to 10 different > "Support Groups" only to be handed off back to the Helpdesk... incident > bouncing it not good. > > So to recap, > Single point of contact -> Helpdesk (Keep your Level II,III from getting > calls directly from customers) > Incident owner -> Helpdesk (You can still assign it to other support > groups) from cradle to grave. > > This method follows the Incident Process Flow Bar.. > > Hope this helps. > > Kevin P. > > > > ** > Hi, > > In Remedy ITSM 7.0.1 - who should be the actual "Owner" of the ticket. > Should it be the assigned group or the Help Desk? > > What are the advantages of one over the other. > > > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try > it now. > <http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i6 > 2sR8HDtDypao8Wcj9tAcJ> __Platinum Sponsor: www.rmsportal.com ARSlist: > "Where the Answers Are" html___ > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > > > > > -- > Wondering what's for Dinner Tonight? Get new twists on family favorites at > AOL Food <http://food.aol.com/dinner-tonight?NCID=aolfod000301>. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITIL Remedy
It would seem that in the instance(s) where ITIL recommendations differ from corporate or IT wishes, there's something some aren't getting. The corporate sponsors of the ITIL initiative were persuaded that it was a good way to run their company. In fact, they were persuaded that it was a BETTER way to run their company than the one THEY put in place. We've all seen C-teams duped by software vendors before into thinking Product X is the greatest thing since sliced bread, but this is different. Purchasing software is seen as a means to accomplish the company's goals, using the leadership's methods, thus validating the leadership's decision making. Moving to an ITIL functionality is almost the opposite - it INvalidates the direction the leadership had been taking. And yet, despite the fact that COs don't like being proven wrong, more and more companies are biting the bullet and changing the way they conduct business. The sales pitch is, in essence, "You've been doing it wrong all these years. Here's how to do it right (and, BTW, we sell software and services to support this right way)." So to validate Scott's point, if you have reason to believe that there is a better way to generically process business functionality than the one ITIL has developed over a couple of decades, feel free to point out what that is, and to defend it. If you can't do that, the path of wisdom might be to open one's mind a bit more and see how it can work the ITIL way. It's like when I was in boot camp. There were things I was going through that I didn't understand at the time, but I had enough brains to keep my mouth shut and my brain open, figuring that at some point, I would understand, which I usually did. Most of the resistance to ITIL is that of people not being willing to put down the old tools (thought processes, business practices, paradigms, etc.) and give the new ones a chance. Lead, follow, or get out of the way. There are plenty of companies one can work for who will never do things the ITIL way, and we're all free to choose which we prefer to work for. I choose the future over the past, and I can make money on either side. Rick On Tue, May 6, 2008 at 8:00 AM, Kevin Pulsen <[EMAIL PROTECTED]> wrote: > ** The original question was asked about ITIL and ITSM 7. > > BMC is suppose to have ITSM 7 extremely ITIL compliant... how can one use > ITSM 7 and expect the users not to follow ITIL in all areas of the IT > organization? > > Yes, there will be many o-departments boasting about 'We don't need to > follow ITIL, we are a different company and we do things differently here' > > True, a boat manufacturing company might be different from a mortgage > broker, but business practices are pretty much the same across the board > that's why ITIL was made! > > AR Server is like that famous burger slogan, you can have it your way, as > long as you write the code, yourself. If you don't want to follow ITIL, > don't get ITSM, develop your own applications. > > Anyways, if you want to use your head to get nails into a 2x4, go right > ahead... > I just think a hammer is 'best practice' > > Kevin P. > > > > > > **'Norm, > Have you run into this situation: ". . . But then when you challenge those > decisions by asking, "Why are we doing > XYZ?" you get a very vocal and forceful, "BECAUSE ITIL SAYS SO!" > > If so, how did you handle it. If not, how would you handle it? > > Scott Parrish > IT Prophets, LLC > (770) 653-5203 > www.itprophets.com > > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 > CS/SCCE > Sent: Tuesday, May 06, 2008 10:19 AM > To: arslist@ARSLIST.ORG > Subject: Re: ITIL Remedy > > Just a few observations on this point...please forgive me if I sound a > bit sardonic. > > First, did anybody really need ITIL to tell them to do what Ben > describes in the first paragraph--i.e., Service Desk (I refuse to call > it that--it's the HELP Desk) should be the first point of contact for > customers, incidents are overseen by the Help Desk, the Help Desk > forwards incidents to appropriate groups, and the Help Desk follows up > with customers once the ticket is resolved? I mean, come on--we were > doing that 15 years ago (or longer). That's, like, Help Desk 101. > > Second, people repeat over and over again, "ITIL is just a guideline...a > framework...some best practices...a guide..." That might be fine if > you're the person making all the decisions about what the ITIL processes > are going to be and how they will be implemented, but if you&#
Re: ITIL Remedy
Well, it's really about to what level companies are willing to buy into ITIL. If they want full ITIL, customization of ITSM will reflect that by being minimal. If they want some hybrid of the old and the new, customizations can be extensive, and therefore practically non-upgradeable. Not saying that one path is eminently better, but that one must be chosen. Either do ITIL fully, or don't. If you don't want to, why spend the time and money to implement something like ITSM? Rick On Tue, May 6, 2008 at 9:55 AM, Kevin Pulsen <[EMAIL PROTECTED]> wrote: > ** There seems to be a smoldering issue here. > > In previous versions, you could customize the dickens out of the ootb > applications (To fit your business needs). > > However now with ITSM 7, customization is a four letter word. > > You are allowed to configure it, but if want to customize it you are > breaking BMC's rules. > > It seems like there is a line being drawn in the sand between the AR Server > application developers and the ITSM implementers. > > Is this thread now really about ITIL and ITSM? > > Just a reminder, this is the direction BMC is making with it's product > line. You may like it, you may hate it, either way it's a product we have to > support. > > > Kathy, > > Was your question answered to your satisfaction? > > Kevin P. > > -- > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > now.<http://us.rd.yahoo.com/evt=51733/*http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ>__Platinum > Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: ITIL Remedy
I agree with you on the patches, Shawn. It may be easier to use, but I can't imagine telling a customer (or my manager) that I want to install a patch, though I have no idea what effect that patch will have because I don't know the contents. Surely there's some ITIL practice being violated here. I don't think "hoping for the best" is part of a standard Release or Change Management process. Perhaps someone at BMC could shed some light on why they are using such a process? Rick On Tue, May 6, 2008 at 11:29 AM, Pierson, Shawn <[EMAIL PROTECTED]> wrote: > ** > > Scott, > > You are correct, but BMC sales folks often tell you that you either > shouldn't customize or that there is no need to. They also like to push for > any customizations, even small cosmetic ones, being something you should > hire BMC Professional Services to do. > > On the other hand, BMC themselves have made ITSM much harder to customize, > and has made the patches less transparent. It was much easier to maintain > customizations when you could manually install a patch by importing a .def > file and see what was going to happen before you do it. With the new > method, you basically just have to click next a few times and hope for the > best. I think BMC went this route strategically in order to make it easier > for novices to install patches. > > Shawn Pierson > > > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Scott Parrish > *Sent:* Tuesday, May 06, 2008 12:35 PM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: ITIL Remedy > > > > ** > > Kevin, > > I do not think that if you customize ITSM 7 that you are "breaking BMC's > rules". At the BMC User World in Vancouver, one of the pre-conference > tutorials (a tutorial developed and taught by BMC) was title "In-depth > Analysis into Best Practices of BMC Remedy IT Service Management 7.x.". > Lesson 5 of the tutorial is titled "Customizing ITSM Applications." The > lesson even describes how to customize the Incident Management Process Flow. > I've never heard anything about BMC not supporting a customized ITSM 7 > application, nor have I seen any communication from BMC, written or > otherwise, that states you are not to customize the apps. > > > > By the way, I would be considered both an AR Server application developer > and an ITSM implementer. > > Scott Parrish > IT Prophets, LLC > (770) 653-5203 > www.itprophets.com > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > [EMAIL PROTECTED] *On Behalf Of *Kevin Pulsen > *Sent:* Tuesday, May 06, 2008 12:55 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: ITIL Remedy > > > > ** There seems to be a smoldering issue here. > > In previous versions, you could customize the dickens out of the ootb > applications (To fit your business needs). > > However now with ITSM 7, customization is a four letter word. > > You are allowed to configure it, but if want to customize it you are > breaking BMC's rules. > > It seems like there is a line being drawn in the sand between the AR Server > application developers and the ITSM implementers. > > Is this thread now really about ITIL and ITSM? > > Just a reminder, this is the direction BMC is making with it's product > line. You may like it, you may hate it, either way it's a product we have to > support. > > > Kathy, > > Was your question answered to your satisfaction? > > Kevin P. > > > -- > > Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it > now.<http://us.rd.yahoo.com/evt=51733/*http:/mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ%20>__Platinum > Sponsor: > www.rmsportal.com ARSlist: "Where the Answers Are" html___ > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > Private and confidential as detailed > here<http://www.sug.com/disclaimers/default.htm#Mail>. > If you cannot access hyperlink, please e-mail sender. > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > html___ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
Re: V 7.0.01 menu not working on v5.01 clients
I don't think so. The API around the drop-downs changed between 5.0.1 and 7.0.1 (the check-box option, among other things), and the older client API won't mesh with the newer server one. The answer is to upgrade them. Rick On Tue, May 6, 2008 at 2:23 PM, Mayfield, Andy L. <[EMAIL PROTECTED]> wrote: > We upgraded to V 7.0.01 last year from V 5.01. I still have some > occasional users out there with the V 5.01 WUT. I recently created a new > form and discovered that a selection-drop-down list field does not work > on the V 5 WUT. > > I plan to get everyone upgraded, but I was hoping to be able to do it a > little at a time. Now I am going to have all of them calling at once. > > Has anyone encountered this before and if so is there a work-around? > > Windows Platform > MSSQL > > Andy L. Mayfield > Sr. System Operation Specialist > Alabama Power Company > Office: 205-226-1805 > Cell: 205-288-9140 > SoLinc: 10*19140 > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
