Re: Unable to connect BMC Remedy client tools to Arserver

[Rick Westbrock]

Do you know if the AR server is receiving the initial SYN packet? Is the client 
receiving the SYN/ACK packet? Window size shouldn’t really come into play until 
the three-way handshake between client and server has been completed. If I 
remember correctly once the TCP session has been established only then can the 
client & server negotiate the appropriate window size.

Have your network engineers checked the firewall logs to see if anything is 
being dropped by an ACL? Sometimes a different software version could 
potentially evaluate a rule differently (even though it shouldn’t).


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Manoj Kumar
Sent: Thursday, June 16, 2016 4:15 AM
To: arslist@ARSLIST.ORG
Subject: Unable to connect BMC Remedy client tools to Arserver

**

Hi All

> We are unable to Unable to connect BMC Remedy client tools to Arserver. There 
> was a recent firewall upgrade in our network and after which we are unable to 
> connect client tools to ARserver. Has anyone face this issue before.
>
>
>
> Error: Server 172.28.210.200 reports: ERROR (91): RPC call failed; 
> 172.28.210.200:2000 ONC/RPC call timed out,  5060,
>
>
>
> We were able to connect to the server before the firewall upgrade.
>
>
>
> We are able to telnet the ARserver. But when we see the wireshark logs, we 
> see the window size as 65280. could this be the problem
>
>
>
>
>
>
>
> Thanks & Regards,
>
> Philip Richard
>
>
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ARSList traction vs Communities...

[Rick Westbrock]

own issue before BMC can figure it out about 
half the time.

Now, there is nothing stopping Communities from evolving into an "ARSList-like" 
culture and for some things, it may be close. But in general, I only go to 
Communities after I have exhausted all other possibilities and before I 
completely give up and contact Puna to start that exercise in frustration (You 
know the drill -- it begins with them asking for logs that you had already 
attached to the ticket when you submitted it...).

At this point, moving the ARSList to Communities makes me *VERY* nervous for 
the future of the ARSList. I understand that it's looking for a home and/or 
funding. WE SHOULD ALSO RECOGNIZE THAT DAN HAS DONE AN ADMIRABLE JOB WITH IT 
AND SHOULD BE REWARDED FOR HIS CONSIDERABLE EFFORTS SOMEHOW. I just hope that 
-- due to some BMC corporate anti-ARSList bias (and to be clear, I have NO IDEA 
if that bias even exists) -- they don't try to herd folks away from it by 
wadding it up and throwing into an obscure, throttled, low-bandwidth, BMC 
controlled corner where it's not indexed and stuffed under some 
intentionally-crippled search engine so it's difficult to use. That would be a 
*damn* shame. What my paranoia prefers is a fully autonomous ARSList. 
Personally, I would not mind if you added a paypal account (or whatever) so the 
ARSList subscribers can contribute towards it's maintenance and hosting, along 
with a fund drive a few times a year as needed.

Now all that hot air is likely just a product of my fevered, corporate-paranoia 
fueled imagination and everything will actually be peaches & cream if the 
ARSList is absorbed into the BMC Communities "hive-mind".  At least, I 
certainly hope so. Either way, I am positive life will go on no matter where 
the ARSList winds up, either for better or worse.

And please don't make fun of me if I cover my eyes and grimmace until after 
whatever is going to happen has happened.

Best of luck! I hope it all works out!
-JDHood





On Thu, Jun 9, 2016 at 7:17 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
And that is my point about an app. I think if BMC built a mobile communities
app and had that available to the community, there might have been a lot
more hits than just the high teens.. Not everyone hitting the article from
the app might have actually read the whole article, but at least there would
probably be more hits.. There is no way of knowing for sure if all the 19
that actually hit that article actually did read the whole thing anyway
unless they responded to it. If I were to sport a guess, maybe only 40 to
50% of users opening any web page read the significant part of a web page
anyways before their attention goes else where on another tab on their
browser or another link.

On a messaging system however, I would assume that a higher percentage of
users hitting that message would actually read a significant part of that
message before discarding it if they do not wish to reply to it.

I may have a somewhat negative view of the communities but I see it more
like Facebook. I created an account just because my peers would have liked
me to be on it. But I very rarely ever actively use it unless someone
specifically sends me a message or somehow something actually did manage to
catch my attention there.. Email however feels a lot more personal to me so
I tend to respond to emails anyone sends me even though it's a 20+ year old
system.. That apart from the ability to access it when offline is my pro
stand for email rather than a web community.

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Misi 
Mladoniczky
Sent: Thursday, June 09, 2016 4:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARSList traction vs Communities...

Hi,

24 hours since the original post to ARSList.

19 pages views referred via ARSList and 16 from BMC Communities. But this is
a
30 day old post from Communities and it has a total of 211 referrals during
these 30 days.

I got one personal email regarding this out of ARSList and no public
response.

On communities we have 44 comments, but I note that 95% of these were made
by
the usual suspects (LJ Longwing, Jason Miller, Matthieu Laurenceau, Rick
Westbrock and myself). These people are all quite active on ARSList as well,
and if the post started here we might have received a lively interaction
here
instead.

All in all I think that BMC Communities has some great features for
interacting and pinging friends that you think may have something to add to
a
conversation. The total volume of content in BMC Communities is too great to
read, but it has features to filter and get notification emails.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RR

Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

[Rick Westbrock]

I think that there is additional value to using this method as it is a chance 
to evaluate every single existing customization to determine whether or not it 
needs to be copied to the new server. In some cases there may be new OOB 
functionality that is similar enough that specific customizations don’t need to 
be brought over which is less baggage to worry about. In other cases maybe the 
new functionality isn’t quite the same as a customization but it may be close 
enough that you might be able to justify tweaking the business process so that 
you can leave behind the customization.

This is also a good way to identify customizations that are no longer needed 
due to changes in business process etc. and can be left behind for that reason. 
In my mind it is easier to not copy a customization than to remove it from an 
existing system.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean Harries
Sent: Thursday, January 21, 2016 3:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

**
I would completely agree with David here, new environment clean build and move 
over just your customisations that are still required (rather than any bug 
fixes for old versions or functionality that is replaced with v9.1). Of course 
that sounds like the costly option but decommission the old hardware/virtual 
environments and you end up with an ITSM environment fit for the future, in 
support and able to cope with the requirements of ITSM v9.x.


A clean v9.x install will generally be faster, easier to support and of course 
easier to upgrade to the next ITSM version. You will of course still need to 
review the customizations you have applied to your current system and decide 
what you need to retain, but that is of course best practice with an upgrade 
anyway.

While ITSM 9.1 data wizard is vastly superior to older versions and far more 
capable of managing the data in your production environment, what it will not 
do is handle the data migration from your old version. You will want to migrate 
over the foundation data, and the transactional data onto ITSM 9.x . This is an 
ideal time to clean up data, remapping Prod cats and Op Cats etc. and 
potentially archive some of the tickets that you no longer need direct access 
to.

We use our Customer Move Tool (more info http://www.alderstone.com/cmt) for the 
migration from previous ITSM versions to the latest, as we can migrate all 
modules data or a reduced set (including extracting single companies and 
migrating just their data), depending on your requirements. In general we've 
been able to move all data within one day and the upgrade process becomes very 
smooth indeed. Please let me know if you would like to talk about this in more 
detail or I can set up a Demo of our migration tool to show you the flexibility 
and power of the application.

In the mean time if you have specific questions around upgrades, please let me 
know.



regards



Sean



Sean Harries
Alderstone Consulting Ltd



Revolutionise your management of BMC Remedy ITSM Services with 
CMT

Mobile: +44 (0)7976 558048
Skype: seanharries
MSN: seanharr...@alderstone.com
e-mail: sean.harr...@alderstone.com
Linkedin: http://www.linkedin.com/in/seanharries

On 21 January 2016 at 03:19, Su Kaur 
mailto:remedyiss...@gmail.com>> wrote:
**
We are also planning to do an upgrade from 7.6.04 to 9.0.01. Ours is a highly 
customized system. All the development is in base development mode, no overlays 
and none of the ITSM modules being used.
We have a separate app and mid tier server using SQL Server.
Since the configuration of current prod is not good and its all messed up, we 
are thinking of setting up a new 9.x server.
What would be our best bet? Copy data and then upgrade? Would this move all the 
customizations?

Thanks!
Kaur


On Wed, Jan 20, 2016 at 3:14 PM, Daniel Wu 
mailto:danie...@cox.net>> wrote:
** Thanks Warren. I was posting a question on your chain at the same time. I 
appreciate the link you sent. I'd be sure to check it out. You can answer my 
question here in my posting chain, if you like.

In our particular environment, I will have to stance up another instance and 
run in parallel to compare, then do the cut over. And that won't be the live 
system.


On Wednesday, January 20, 2016, Warren R. Baltimore II 
mailto:warrenbaltim...@gmail.com>> wrote:
**
Daniel,
We just completed the upgrade from 7.6.04 to 9.0.01.  For the most part it was 
relatively easy albeit a VERY long process.  I strongly urget that you take a 
look at this link if you haven't.  We followed this process and found it to 
work quite well. 
https://docs.bmc.com/docs/display/public/brid90/Upgrading+from+a+version+7.6.04+or+8.0.xx.
Some things to keep in mind.  When you are working on the Reconciliation, you 
must have a copy of your current in

Re: Incident close on create - assignee

[Rick Westbrock]

How about invoking an incident template where you can set the Assignee to the 
dummy user?

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Chris Jones
Sent: Wednesday, January 13, 2016 11:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Incident close on create - assignee

**
Hi Mark,

if the Assignment Availability being set to 'No' for “Closedby Nobody" doesn’t 
work, maybe you could overlay the Assignee menu?


Chris Jones, Director

[cid:image001.jpg@01D14E04.03F7EB30]
www.aramea.co



On 13 Jan 2016, at 19:39, Brittain, Mark 
mailto:mbritt...@navisite.com>> wrote:

**
Hi All

I have a requirement to close an Incident on submit. Basically document there 
was an alert but no action is required. The submit comes into the 
HPD:Interface_Create via a web service and if certain criteria is met, the 
Status gets set to Closed. Problem is in order to create the Incident as Closed 
or Cancelled there has to be an Assigned Group and Assignee. The Assigned Group 
is no problem as the default group does not have notifications enabled. 
Assigned Person is problem.  If I create a dummy person “Closedby Nobody”, that 
dummy person is going to show up in the Assignee menu when the group is 
selected in any Incident.

Through the  HPD:Interface_Create is there a way to create the Closed Incident 
without an assignee?
If that is not possible, is there a way to hide the dummy assignee from being 
selected from the Assignee menu?

ARS 7.6.04
ITSM 7.6.04

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. – A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360





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

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Re: AR System Email Mailbox Configuration

[Rick Westbrock]

Did you check for active links firing on window open for that form? I remember 
way back in maybe version 5 that I wrote active links to test the client type 
and if web then it would switch to a different view (since Standard views 
didn't render properly in a browser back then). You may want to use central 
preferences for your web login and enable logging to capture the active links.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Anonymous
Sent: Thursday, December 10, 2015 5:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: AR System Email Mailbox Configuration

I flushed mid-tier cache but since there are 2 views in this form, on remedy 
web it opens web view and on user tool, it opens Default admin view. 
Do we have a web view of this form OOTB with just 2-3 buttons?
Attached is the screen shot of this view.

Thanks!

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Re: Table Field Grabber

[Rick Westbrock]

I totally agree, BMC should have provided this OOB a long time ago.

Watch the video again to see how to get it Jason. :p


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, November 11, 2015 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Table Field Grabber

**
U... AWESOME This really should be a standard feature. Now how do I get 
a copy :)

Jason

On Wed, Nov 11, 2015 at 1:24 PM Thomas Miskiewicz 
mailto:tmisk...@gmail.com>> wrote:
Hi folks,

we cranked out an awesome add-on that we called the Table Field Grabber. Please 
check out the 1 Min video: https://vimeo.com/145406896

What do you guys think?


Thanks

Thomas

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Re: Best and most recent well behaved ARServer version for upgrade

[Rick Westbrock]

Yes my bad on that for using the wrong terminology.

/facepalm

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, September 30, 2015 9:17 AM
To: arslist@ARSLIST.ORG
Subject: Re: Best and most recent well behaved ARServer version for upgrade

**
I know V9.0 PATCH 2 was released last week...which is different than SP2it 
would be 9.0.00 Patch 2.not 9.0.02

On Wed, Sep 30, 2015 at 9:30 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
v9 SP2 was released in the last week or so as well but I haven’t heard any 
feedback about it yet.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Wednesday, September 30, 2015 8:06 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Best and most recent well behaved ARServer version for upgrade

**
Mark,
I've had a few corner issues with 9.0.x...but overall the server is stable.  As 
you stated...there is an SP1 for it which I can recommend

On Wed, Sep 30, 2015 at 8:55 AM, Marc Burick 
mailto:marc.bur...@prudential.com>> wrote:
** Good morning.
Can you suggested the newest and most stable version of ARServer that is 
supported? All of our applications are home grown and our organization is still 
using the 7.6 sp 5 client.

I asked the same questions a few months ago, but we did not upgrade at that 
time.  We were looking at 8.1.02 since 9.x was just released.

It has been 6 months since I last inquired. Have you found 9.0.00 or 9.0.01 to 
be just as stable as 8.1.02 or is 8.1.02 still the best version to go with?

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

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

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Re: Best and most recent well behaved ARServer version for upgrade

[Rick Westbrock]

v9 SP2 was released in the last week or so as well but I haven’t heard any 
feedback about it yet.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, September 30, 2015 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: Best and most recent well behaved ARServer version for upgrade

**
Mark,
I've had a few corner issues with 9.0.x...but overall the server is stable.  As 
you stated...there is an SP1 for it which I can recommend

On Wed, Sep 30, 2015 at 8:55 AM, Marc Burick 
mailto:marc.bur...@prudential.com>> wrote:
** Good morning.
Can you suggested the newest and most stable version of ARServer that is 
supported? All of our applications are home grown and our organization is still 
using the 7.6 sp 5 client.

I asked the same questions a few months ago, but we did not upgrade at that 
time.  We were looking at 8.1.02 since 9.x was just released.

It has been 6 months since I last inquired. Have you found 9.0.00 or 9.0.01 to 
be just as stable as 8.1.02 or is 8.1.02 still the best version to go with?

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

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Re: How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

Mark, this very well could be related to a view form that I had built and then 
had problems with. I seem to remember either exporting/deleting/importing it or 
deleting and recreating. I may have touched data in the arschema table since 
this form was tied to a regular form and the schema ID numbers were off. I’ll 
go down that road again, I remember seeing the form that I had deleted showing 
up in the Admin tool (7.1) but not being accessible or something of that nature.

I am about due to refresh my dev database from production anyway which would 
resolve the issue but I’d rather know the cause and how to fix it first.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walters, Mark
Sent: Friday, September 25, 2015 12:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
It looks as though the error may be being thrown during server startup as the 
server loads the metadata to create the cache.  I've seen similar issues where 
the problem was a view form which was referencing a db table which had been 
removed.  Do you have any view forms where this may be the case - a table 
accessed via a db link for example?

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 24 September 2015 20:23
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
I just searched through our PDF archive back to 3.0. The earliest match for the 
checkdb option was in the 7.5 docs.

I would expect that kind of thing to be captured in the sql log or at least one 
of the logs. I would try logging API, SQL, Filter, Escalation to the same log 
file and use LJ's ParseString utility to look for ARERR. If a match is found 
get the RPC ID and then run the log through the utility again looking for that 
RPC ID. Doing this has helped me so many times quickly find odd errors that 
would usually a pain to find (also works well for striping down server-side 
logs to a specific user prior to it being available in 9.0).

Jason

On Thu, Sep 24, 2015 at 11:14 AM Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
I made the rookie mistake of not including my ARS version 7.1 in my initial 
post. /facepalm

LJ, I am not sure if that utility is available for 7.1 since one of the command 
line parameters is the  which I don’t think existed before 
version 7.5. I will still try to make it work though.

Jarl, I did have SQL logging on but couldn’t find anything helpful. It shows 
SQL Trace Log stopping at 07:39 (when I ran the restart script) and starting at 
07:43 but the string “err” isn’t even in the first minute of the log (shown 
below) but the 481 error was logged in arerror.log at 07:41.

arerror.log
Thu Sep 24 07:41:28 2015  390600 : Requested database table not found.  Please 
check the spelling (table name is case-sensitive) (ARERR 481)

arsql.log
  /* Thu Sep 24 2015 07:39:27.8954 */SQL Trace Log -- OFF
  /* Thu Sep 24 2015 07:43:18.1889 */SQL Trace Log -- ON (AR 
Server 7.1.00 Patch 011 201007230200)
  /* Thu Sep 24 2015 07:43:18.2519 */CONNECT ARAdmin
  /* Thu Sep 24 2015 07:43:18.3376 */SELECT BANNER FROM 
V$VERSION


-Rick
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of LJ 
LongWing
Sent: Thursday, September 24, 2015 8:45 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
Rick,
I recommend this article :)

https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have

Re: How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

I made the rookie mistake of not including my ARS version 7.1 in my initial 
post. /facepalm

LJ, I am not sure if that utility is available for 7.1 since one of the command 
line parameters is the  which I don’t think existed before 
version 7.5. I will still try to make it work though.

Jarl, I did have SQL logging on but couldn’t find anything helpful. It shows 
SQL Trace Log stopping at 07:39 (when I ran the restart script) and starting at 
07:43 but the string “err” isn’t even in the first minute of the log (shown 
below) but the 481 error was logged in arerror.log at 07:41.

arerror.log
Thu Sep 24 07:41:28 2015  390600 : Requested database table not found.  Please 
check the spelling (table name is case-sensitive) (ARERR 481)

arsql.log
  /* Thu Sep 24 2015 07:39:27.8954 */SQL Trace Log -- OFF
  /* Thu Sep 24 2015 07:43:18.1889 */SQL Trace Log -- ON (AR 
Server 7.1.00 Patch 011 201007230200)
  /* Thu Sep 24 2015 07:43:18.2519 */CONNECT ARAdmin
  /* Thu Sep 24 2015 07:43:18.3376 */SELECT BANNER FROM 
V$VERSION


-Rick
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, September 24, 2015 8:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: How does one track down a missing or broken DB table (ARERR 481)?

**
Rick,
I recommend this article :)

https://docs.bmc.com/docs/display/public/ars81/Running+the+database+consistency+checker

On Thu, Sep 24, 2015 at 9:27 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have a good method of tracking down the table that is missing or 
broken that might be throwing the error on startup? All of our apps work fine 
including the forms that I fixed but I'm still getting the error. When I first 
looked at this I did find a problem with a row in the arschema table but that 
was resolved.


-Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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How does one track down a missing or broken DB table (ARERR 481)?

[Rick Westbrock]

A while back my development server started throwing ARERR 481 on startup where 
the log only says "Requested database table not found.  Please check the 
spelling (table name is case-sensitive)". I was really disappointed to see that 
it did not actually list the table with which it was having problems since that 
seems like a logical piece of data to include in the error message.

I looked up the 481 error at https://www.rrr.se/cgi/arerrr to find that not 
only could it be a missing table but it could also be that "the correct column 
information (for example, the right number of columns) for the external schema 
was not retrieved.". (I love that tool since it is a very quick way of getting 
more details about system error codes.)

The only thing I can think of that happened around the time the errors started 
was maybe while working with a pair of tables (one regular, one view) I borked 
up something and might have had to reimport one of the forms. I am not sure if 
that was before or after the 481 errors started appearing though.

Does anybody have a good method of tracking down the table that is missing or 
broken that might be throwing the error on startup? All of our apps work fine 
including the forms that I fixed but I'm still getting the error. When I first 
looked at this I did find a problem with a row in the arschema table but that 
was resolved.


-Rick

_____
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: Prevent User from using Client Tool

[Rick Westbrock]

Good point, IT Security might also be interested in people installing software 
that isn’t approved by the company.

-Rick (the other one)

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Wednesday, September 23, 2015 3:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Prevent User from using Client Tool

**

Could I suggest an HR solution?  If they're misusing company resources, a 
little chat from the right person might just put a stop to it.

Rick
On Sep 23, 2015 3:31 PM, "LJ LongWing" 
mailto:lj.longw...@gmail.com>> wrote:
**

Hmm, that's an interesting option, worth looking into
On Wed, Sep 23, 2015 at 3:46 PM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:

**
I've never had to use it, but do you guys think that the 
Disable-Client-Operation ar.cfg/conf setting would help?

Disable-Client-Operation: 3

References:
https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options+C-D
https://docs.bmc.com/docs/display/public/ars81/List+of+Client+Type+ID

Thad

On Wed, Sep 23, 2015 at 2:25 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
Possibly, but, one possible down side to that is that you need to ensure any 
integration that utilize the API are upgraded to use an API never than that as 
well :)

On Wed, Sep 23, 2015 at 3:16 PM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
**
Another way would be to set the Minimum API Version in the AR System 
Administration: Server Information (Configuration tab)
That is assuming you are on a version of the AR System > than 7.6.04
Fred
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Candace 
DeCou
Sent: Wednesday, September 23, 2015 3:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Prevent User from using Client Tool
**
Keith - you can likely use an active link error with a Run If where 
$CLIENT_TYPE$ != 9 (OR = some number) You'll have to go find the correct number 
that corresponds to the thick client user tool as I do not remember it off the 
top of my head, but that should work for you. The 9 I believe indicates the web 
client. Be prepared for some angry customers.
Hope this helps
Candace
On Wed, Sep 23, 2015 at 1:43 PM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Is there a really good way to prevent users from using the User Tool?
We have removed the tool from new laptop builds, images, etc. However, there 
are some people who refuse to give up the tool unless we pry it from their cold 
dead hands. These people are also downloading and reinstalling the client when 
we do remove it.
So, what is a great way of preventing them from using it in the first place? I 
know I am not alone in the forcing of users away from the tool.
Thanks,
Keith Sinclair
Remedy Development
ShopperTrak Chicago, USA
O 312.676.8289
ksincl...@shoppertrak.com | 
shoppertrak.com
Retail Profitability, Improved.
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Re: ITSM 8 - Requested record is locked

[Rick Westbrock]

I notice that part of the solution is changing the setting  of Submitter Mode 
Locked. That is not a trivial change to make to your configuration. BMC is 
suggesting that you change from Submitter Mode Changeable to Locked which can 
affect custom workflow that  might happen to change the value of the Submitter 
field for whatever reason. It does bring the advantage however that a user with 
a read-only license may modify a record for which they are the Submitter which 
can help reduce your licensing requirements or add the flexibility for 
read-only users to update tickets which they submitted.

I just thought I would point that out as I ran into a problem in the past when 
moving a client using custom apps from a server with submitter mode Changeable 
to a shared server with submitter mode locked as we had to recode parts of the 
applications to not change the Submitter field.


-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Stone
Sent: Tuesday, September 22, 2015 4:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 8 - Requested record is locked

Brad,

Below is from BMCs KA KA401899, Hope it helps.

Brian


Randomly encountering "Requested record is locked by another user, please 
retry. (ARERR 566)" error message upon accessing a record.

LP: BMC Remedy AR System Server 8.1.00
DR: AR System 8.1.00

SQL Server 2008

Details: Randomly encountering  "Requested record is locked by another user,

please retry. (ARERR 566)" error message upon accessing a record.

Issue Summary: Remedy Error (ARERR 566)


Solution

Add/modify below parameters in ar.cfg file and restart arserver service.

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

and change Submitter-Mode: 2 to Submitter-Mode: 1

So the expected final settings are

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

Submitter-Mode: 1

Problem

Randomly encountering "Requested record is locked by another user, please 
retry. (ARERR 566)" error message upon accessing a record.

LP: BMC Remedy AR System Server 8.1.00
DR: AR System 8.1.00

SQL Server 2008

Details: Randomly encountering  "Requested record is locked by another user,

please retry. (ARERR 566)" error message upon accessing a record.

Issue Summary: Remedy Error (ARERR 566)


Solution

Add/modify below parameters in ar.cfg file and restart arserver service.

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

and change Submitter-Mode: 2 to Submitter-Mode: 1

So the expected final settings are

Select-Query-Hint: NOLOCK
Next-ID-Commit: T

Submitter-Mode: 1

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Re: Message at login page?

[Rick Westbrock]

>From what I recall the application server is not involved in the MT login page 
>(or logout page either) so you would have to modify login.jsp in some way to 
>accomplish that.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Monday, September 21, 2015 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Message at login page?

**
Hi All,

I was asked to look into the possibility of posting a message at the log. When 
the user goes to the log in either would be a message on the page sort of like 
when you get a failed authentication or need to enable pop's. Other option 
could be a pop to display the message. Hoping I can do something within the 
application and not have to do something on the mid-tier's themselves.

Another option might be to display the message when the Overview Console is 
first displayed, but only that first time right after log in.

ARS 7.6.04 SP5
Mid-Tier 7.6.04 SP5

Thanks
Mark

Mark Brittain
Sr. OSD Systems Engineer
ITILv3 Foundation, Continual Service Improvement
NaviSite, Inc. - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315.634.9337
Mobile: 315.882.5360
[navsig]




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contents of and attachments to this E-mail is strictly prohibited and may be 
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Re: Pre install settings for MAPI not selected

[Rick Westbrock]

My experience in the past is that it did require the full Outlook client, 
Express is not supported. You can check the compatibility matrix to find out 
for sure.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Walunjkar, Parshuram
Sent: Tuesday, June 02, 2015 7:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Hi Harsh,
I believe it will not work with outlook express.

Thanks
Parshuram


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh
Sent: 02 June 2015 6:26:PM
To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Hi Parshuram,

Thanks

I have followed the steps. I guess they were fine, so after rebooting the 
server it worked :)

But there is one more concern now "Can Mapi will only work with MS Outlook" or 
"It can also be able to work with simple outlook express"

Regards,
Harsh

On Fri, May 29, 2015 at 10:30 AM, Walunjkar, Parshuram 
mailto:parshuram_walunj...@bmc.com>> wrote:
**
Look like email engine is not able to connect to exchange must be small step  
might be missing.
I hope you must have followed the steps for mapi as well as this community 
thread.

https://communities.bmc.com/message/377940





From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh
Sent: 28 May 2015 10:54:PM

To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Hi Guys,

 I am have made successful connection to AR Server as i told earlier, but 
receiving the following error msg in the STDERR file.
>
> com.bmc.mail.mapi.MAPINative getStore
> SEVERE: MAPILogonEx Failed - Unable to login to MAPI
> javax.mail.MessagingException: MAPILogonEx Failed - Unable to login to MAPI
> at com.bmc.mail.mapi.MAPINative.getStore(Native Method)
> at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:145)
> at com.bmc.mail.mapi.MAPIStore.connect(MAPIStore.java:165)
> at 
> com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:1875)

Regards,
Harsh

On Fri, May 22, 2015 at 10:12 PM, Harsh 
mailto:chaudhar...@gmail.com>> wrote:
Thanks a ton guys. It is working now :)

Regards,
Harsh

On Fri, May 22, 2015 at 7:05 PM, Harsh 
mailto:chaudhar...@gmail.com>> wrote:
Hi Parshuram,

I have replaced the binaries and used 32 bits instead of 64 bit, i also seen a 
post of yours where you have mentioned "JRE 7 is expecting msvcr100.dll should 
be in path"

@LJ i have checked in registry it is pointing to correct JRE path.

Regards,
Harsh

On Fri, May 22, 2015 at 6:38 PM, Walunjkar, Parshuram 
mailto:parshuram_walunj...@bmc.com>> wrote:
**
Harsh
This is because  at the time of you installation you have selected 64 bit jre,  
so installer has kept emaild.exe and aremaild.exe of 64 bit in the installation 
directory e.g C:\Program Files\BMC Software\ARSystem\AREmail
So either you need to replace those 32 bit exe or you need install again.

Hope this will helps you.

Thanks
Parshuram Walunjkar


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh
Sent: 22 May 2015 5:46:PM

To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Hi All,

Thanks for your inputs now email is start going out from the server, but if i 
start emailstart.bat file from command prompt it starts working.
But in case i try to start the email engine from services it gives error that 
email engine have started and stopped.
Its been weird.

Regards,
Harsh

On Fri, May 22, 2015 at 1:22 PM, Walunjkar, Parshuram 
mailto:parshuram_walunj...@bmc.com>> wrote:
**
Harsh,
You need to follow the steps which mentioned in this mail thread.

However at the time of you installation you have selected 64 bit jre,  so 
installer has kept emaild.exe and aremaild.exe of 64 bit in the installation 
directory e.g C:\Program Files\BMC Software\ARSystem\AREmail
So either you need to replace those 32 bit exe or you need install again.

Hope this will helps you.

Thanks
Parshuram Walunjkar


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of "Rüdiger 
Tams (priv)"
Sent: 22 May 2015 12:02:PM
To: arslist@ARSLIST.ORG
Subject: Re: Pre install settings for MAPI not selected

**
Harsh,

pls. verify for the user you are using to connect to the Exchange server if the 
outlook client is installed.
without the dlls you won't be able to connect to the server from your client 
machine (your ar server).

As far as is remember the MAPI stuff (we are using IMAP or POP3) you need to 
create an
exchange mail profile for this user.

Workaround: use IMAP to read emails from Exchange server...

HTH
RT
Jarl Grøneng mailto:jarl.gron...@gmail.com>> hat am 22. 
Mai 20

Re: List

[Rick Westbrock]

Does the new server have all the groups defined in the Group form with the same 
group ID numbers? I think if there were missing ID numbers then the Group List 
would show the ID number instead of converting it to the name though.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of KathyMorris
Sent: Thursday, May 21, 2015 1:24 PM
To: arslist@ARSLIST.ORG
Subject: List

**
Hi All,

Odd.  I am migrating the User form over to another server, and the permissions 
in the Group List are not transferring.  Does anyone know why?

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Re: Remedy 9

[Rick Westbrock]

Jeff it was mentioned in the webinar that all the core ARS code is now 100% 
Java. Some of the plugins are still not ported to Java however. The REST API is 
also a new addition to ARS. No doubt the biggest push from a marketing 
standpoint is for the new UX via SmartIT though.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jeff Lockemy
Sent: Wednesday, May 20, 2015 1:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 9

**

Has anyone actually installed (or seen) Incident Management/Service Desk 9?  If 
so, aside from some AR System enhancements they added are there any notable 
updates?

They are marketing Remedy 9 with SmartIT, but frankly all I see is SmartIT and 
no Remedy.

Jeff


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, May 19, 2015 3:14 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Remedy 9

**
SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy v9 
was released. Consider SmartIT an alternative interface to ITSM as compared to 
the standard mid-tier interface if you will. I believe a new version of SmartIT 
was released along with the latest release of ITSM 9 but I am not positive on 
that.

SmartIT only works with the ITSM suite so it won’t help if you are just running 
AR System custom applications (no matter what version).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, May 19, 2015 12:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy 9

**

Not sure if anyone knows.  But I noticed Remedy9 being more mobile based and a 
friendly customer oriented GUI.  In saying that.  Is this Smart IT?  Or is 
Smart IT more for pre 9 and Remedy9 is already integrated with Smart IT?  Or is 
Remedy9 totally different?
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Re: Remedy 9

[Rick Westbrock]

SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy v9 
was released. Consider SmartIT an alternative interface to ITSM as compared to 
the standard mid-tier interface if you will. I believe a new version of SmartIT 
was released along with the latest release of ITSM 9 but I am not positive on 
that.

SmartIT only works with the ITSM suite so it won’t help if you are just running 
AR System custom applications (no matter what version).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, May 19, 2015 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Remedy 9

**

Not sure if anyone knows.  But I noticed Remedy9 being more mobile based and a 
friendly customer oriented GUI.  In saying that.  Is this Smart IT?  Or is 
Smart IT more for pre 9 and Remedy9 is already integrated with Smart IT?  Or is 
Remedy9 totally different?
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Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Westbrock]

Thanks very much Kunal! I will be working on this today and on a side note my 
plan is to jump straight to v9 as soon as we have the cycles to do so. It will 
be very “fun” as we don’t have overlays on our current version. :/

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of kunal das
Sent: Tuesday, May 05, 2015 10:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**
Hello Rick,

Since you are using a historical version of Remedy 7.0.3 and like you have 
understood from BMC community blog that you can get this functionality by 
custom approval process.

Well you can still get this done by base forms. As you are in version 7.0.3, 
then go to this form SYS:Status Transition Rules a sort with CHG:Infrastructure 
Change.

You will notice all the status transition for Change Management. This form 
stores the valid status transitions. So a record with status Enabled in this 
form means, it is a valid transition and if you want to block a status 
transition, then you need to test the same and check this fits well for your 
business need.

This form was being used for CM till release 7.6.00. However from 7.6.Patch1 
onwards, this form is no more used by CM. The form now used by CM is 
"SYS:Status Flow Transition Rules". The basic concept remains the same.

Having said that, getting prepared for Remedy latest 8.1 SP2 would be best, 
unless you wish to go for upcoming 9.0. I am sure you will like it :)

Hope this helps.

Regards,

Kunal Das

Looking for that extra advantage?

Then take the time to visit  
https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support 
where you can meet your peers on the BMC communities, share opportunities & 
challenges and realize more value from BMC Remedy products.

BMC Remedy Service Support Communities include : Remedy Service Desk (Incident 
& Problem Management), Asset Management, Change & Release Management, Knowledge 
Management, Service Request Management, Process Designer, and IT Business 
Management.


On Tue, May 5, 2015 at 8:20 PM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Thanks Raj and Rick, I did think of that but there are so many intermediate 
status values that we don’t use there would be a lot of inefficient clicking of 
the “Next” button on the flow bar that I am trying to find a way around that. 
However in order to gate the changes properly I may indeed have to go down that 
route.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Raj
Sent: Tuesday, May 05, 2015 5:56 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

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

-Raj

From: Rick Westbrock-5 [via ARS (Action Request System)] 
[mailto:ml-node+<mailto:ml-node%2B>[hidden 
email]<http://user/SendEmail.jtp?type=node&node=121688&i=0>]
Sent: Tuesday, May 05, 2015 04:36
To: Hiremath, Raj
Subject: How can I control Change Status transitions in Change (ITSM 7.0.3)?

**

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



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



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



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


Regards,
Rick

_
Rick Westbro

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

[Rick Westbrock]

Thanks Raj and Rick, I did think of that but there are so many intermediate 
status values that we don't use there would be a lot of inefficient clicking of 
the "Next" button on the flow bar that I am trying to find a way around that. 
However in order to gate the changes properly I may indeed have to go down that 
route.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Tuesday, May 05, 2015 5:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

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

-Raj

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

**

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



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



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



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


Regards,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

[Rick Westbrock]

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



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



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



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


Regards,
Rick

_____
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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Re: Setting 'InstanceId' on AST:* submit?

[Rick Westbrock]

I am by no means an expert but I built some receiving workflow for our 
warehouse team using a custom shipping/receiving form. When they receive a CI 
via this form I have a filter set $PROCESS$ Application-Generate-GUID into a 
field on the custom form, then a later action in the same filter pushes that 
field into the Instance Id field of the appropriate AST:* form.

So far we have not had any problems with this process but as always YMMV.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrew Hicox
Sent: Wednesday, April 01, 2015 6:35 AM
To: arslist@ARSLIST.ORG
Subject: Setting 'InstanceId' on AST:* submit?

**

Hi everyone,

I have a situatuon where some home grown workflow needs to create CI's.

I'm doing this by pushing fields directly to the AST:* form corresponding to 
the Class we want to create the CI in, and up to that point it works flawlwssly.

However, I need to pull the 'InstanceId' of the CI I just created back into the 
form where the workflow fired the push fields (so I can set up relationships, 
etc).

Doing this reliably has become more of a headache than I'd imagined. There are 
almost no uniqueness restraints in cmdb (sort of a corollary to Igor's thread 
about unique indexes).

So there's almost nothing I can search by other than 'InstanceId', that's 
guaranteed to get 1 or 0 results.
so here's my question. What if I generate my own GUID and push it into 
'InstanceId' on the AST:* form?

Does anyone know of this will break something in asset or cmdb? On the surface, 
this seems like a legitimate thing to do, but just wondering if anyone has been 
down this road before?

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

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Naked ARS (was: The ~! for filter names)

[Rick Westbrock]

I really liked seeing your request Ray, I am totally behind it. Call me 
old-fashioned but Remedy will always be a great IDE for building a strong 
workflow engine. BMC just happens to sell a packaged application that runs on 
the platform.

Hell, I didn't even know that you couldn't just buy ARS anymore. I assumed that 
would always be an option because why cut off a potential customer by making 
them pay for apps they don't want?

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Friday, March 06, 2015 5:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: The ~! for filter names

It's all good folks, I admit I was having a lazy moment as it had been so long 
since I used it that I could not remember the exact syntax, could not find it 
in the wiki-style online docs (try searching for it, won't work) and asked here 
to be sure and get nudged to the proper syntax, which worked as a post came in 
about the time I downloaded my 7.6.x master index and looked it up there.

No call for a change.  Just a forgetful old man asking his peers for 
reinforcement.  Have a great weekend.

p.s.  I already stirred my quota of pots by adding a request on the community 
board for "naked" ARS (no ITSM or other libraries) to be re-added as a SKU for 
those of us who want a pure development platform. ;)  If you agree, vote it up!

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Re: The ~! for filter names

[Rick Westbrock]

Harsh-

You would still have the option of using that naming convention to indicate the 
phasing but I think it makes more sense to make it a property of the filter 
rather than relying on the filter name to trigger the phasing. There’s no 
reason we can’t set the phasing in a filter property and also append `! to the 
name (or whatever other naming syntax you wish, there might be something else 
that makes more sense).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Harsh
Sent: Monday, March 02, 2015 7:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: The ~! for filter names

**
Yes, it is there `! , and i don't think it would be better to remove `!, as a 
developer i am not at all wishing to open each filter and check if it is 
overriding the filter phasing. Better i can guess from its name.

Regards,
Harsh

On Tue, Mar 3, 2015 at 4:04 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
The 2 are not exactly the same.  The release pending causes the Phase 2 actions 
to happen, then comes back to this Filter.  The `! causes this filter to run in 
Phase 1

I put an idea out in the Developer Communities to change needing `! 
https://communities.bmc.com/ideas/3639

Vote it up  ;)

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe 
D'Souza
Sent: Monday, March 02, 2015 4:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: The ~! for filter names

Still there as far as I know as well.

They have an additional PROCESS action though that was added somewhere
around AR System 6.3 days that mimics that so that the code is not dependant
on the name of the Filter. The action is RELEASE-APPLICATION-PENDING.

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mitcham, 
Ross
Sent: Monday, March 02, 2015 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: The ~! for filter names

It should still be there, but it is `! not ~! (not sure if this is a typo)

Regards,


Ross Mitcham
Lead Product Developer
Direct

+1 905.707.3534

50 Minthorn Bvld.
Suite 200
Markham, ON L3T 7X8
Canada

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray 
Gellenbeck
Sent: Monday, March 02, 2015 1:14 PM
To: arslist@ARSLIST.ORG
Subject: The ~! for filter names

Was the ~! function deprecated out in 8.x?
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--
Thanks & regards
“Harsh Chaudhary”
"Impatience never commanded success"

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

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Re: Can't get to the arslist

[Rick Westbrock]

Huh, arslist.org is giving me connection resets also.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Julia James
Sent: Thursday, February 26, 2015 8:33 AM
To: arslist@ARSLIST.ORG
Subject: Can't get to the arslist

** Hi,

I try to go to this URL http://listserv.rbugs.com/ and I get site unavailable.

Regards,

==
Julia James


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Re: Any interest in a San Diego RUG meeting?

[Rick Westbrock]

Interesting idea Joe. That is definitely more feasible now than it would have 
been ten years ago. Of course that brings up the topic of having a virtual RUG 
via something like Google Hangouts where anyone could participate. The audience 
would probably have to be limited in some way (by state/country?) because with 
a worldwide audience the logistics could get crazy if a lot of people want to 
join a single session.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, February 23, 2015 12:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Any interest in a San Diego RUG meeting?

**
Is it possible to webcast the meeting live so those that can't physically 
attend can over cyberspace?

Just a thought..

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Monday, February 23, 2015 2:16 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Any interest in a San Diego RUG meeting?

Thanks Lee. I neglected to ask in my initial query what people might want to 
see on the agenda other than general networking with other local Remedy 
developers or administrators. I know in the past we used to have a vendor 
presentation and the open it up for general discussion. I also know there are 
quite a few locals who don't post here much but might be reading so if anyone 
wants to respond directly to me off-list that is fine, too. Anyone within easy 
travel distance is welcome, it's not intended to be exclusive to San Diegans.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Monday, February 23, 2015 5:47 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Any interest in a San Diego RUG meeting?

**
If you need a sponsor, let us know.  We have a new customer in the area that 
might be able to present if you're in need.

Sincerely,

Lee

Lee Cullom | President |  Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]<http://www.linkedin.com/in/leecullom>[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]<http://twitter.com/#!/NorthcraftIT>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES "CONFIDENTIAL INFORMATION" AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 20, 2015 5:49 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Any interest in a San Diego RUG meeting?

**
Yup, I am interested.

Jason

On Fri, Feb 20, 2015 at 8:24 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
It has been many years since I met other local Remedy developers (besides Jason 
Miller), is there any interest out there in an SDRUG meeting? I will have to 
check into whether I can use one of our meeting rooms to host at our Carlsbad 
office or not; since I don't know anyone else is welcome to volunteer to host. 
If there is enough interest maybe we can get back to quarterly (or maybe 
semiannual) meetings to keep in touch.

Cheers,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
[email_sig]

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

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

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Re: Any interest in a San Diego RUG meeting?

[Rick Westbrock]

Thanks Lee. I neglected to ask in my initial query what people might want to 
see on the agenda other than general networking with other local Remedy 
developers or administrators. I know in the past we used to have a vendor 
presentation and the open it up for general discussion. I also know there are 
quite a few locals who don’t post here much but might be reading so if anyone 
wants to respond directly to me off-list that is fine, too. Anyone within easy 
travel distance is welcome, it’s not intended to be exclusive to San Diegans.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Monday, February 23, 2015 5:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any interest in a San Diego RUG meeting?

**
If you need a sponsor, let us know.  We have a new customer in the area that 
might be able to present if you’re in need.

Sincerely,

Lee

Lee Cullom | President |  Northcraft Analytics
IT Metrics Specialist | Business Intelligence Applications for IT
Direct - 678-438-7244 | 
http://www.northcraftanalytics.com<http://www.northcraftanalytics.com/>
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]<http://www.linkedin.com/in/leecullom>[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]<http://twitter.com/#!/NorthcraftIT>
What is Northcraft Analytics? Find out in 87 Seconds. 
<http://www.youtube.com/watch?v=SRNyPNK_HJc>


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES “CONFIDENTIAL INFORMATION” AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC (If 
such an agreement is in place).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, February 20, 2015 5:49 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Any interest in a San Diego RUG meeting?

**
Yup, I am interested.

Jason

On Fri, Feb 20, 2015 at 8:24 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
It has been many years since I met other local Remedy developers (besides Jason 
Miller), is there any interest out there in an SDRUG meeting? I will have to 
check into whether I can use one of our meeting rooms to host at our Carlsbad 
office or not; since I don’t know anyone else is welcome to volunteer to host. 
If there is enough interest maybe we can get back to quarterly (or maybe 
semiannual) meetings to keep in touch.

Cheers,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
[email_sig]

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

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Re: Remedy Admin/Developer Position

[Rick Westbrock]

I apologize in advance for being insensitive but it’s Friday as I read the 
message below and my mind immediately thought about riding around on a large 
piece of farm equipment in a corn field when I read “crop to crop”. I guess I 
am already punchy from a long week.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Amareswar Panuganti
Sent: Thursday, February 19, 2015 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Admin/Developer Position

** Hi Will,
  Is this position available for Crop to Crop? If yes please give me a 
call at ###-###- to have quick chat. Am currently working at St Louis Mo.

Thanks,
Amar.

On Thursday, February 19, 2015, William Theis 
mailto:will.th...@insightglobal.net>> wrote:
Hey everyone,

Sorry to bother you all, but I'm having some difficulty filling a Remedy Admin 
position I have available in St. Louis, MO or Denver, CO and was referred to 
this list as a resource.

If any of you are interested or know someone who would be, feel free to let me 
know! I've attached the description below. Thanks!

Title: Remedy Admin
Location: St. Louis, MO or Denver, CO

Requirements:
•   Remedy Admin/Engineer
o   Fluent in the Remedy IDE for system configuration changes
o   Knowledge of Remedy’s backend
•   SQL and Database (Oracle preferred) experience
•   Knowledge of ETL practices and external integrations
•   Understanding of Remedy Web Services
o   Knowledge of Remedy forms and data extraction/reporting
o   Understanding of ITIL principles
o   Experience with Remedy Administrative functions
•   User and group maintenance
•   Updates to CTIs and other form/data changes


Day-to-Day:
Insight Global is looking for a Remedy Admin to join one of our Telecom 
clients. This person will be working on a team of 3 other Remedy Admins and is 
being brought on specifically for day-to-day operational help as the team has 
too much work between the three of them currently. This client will be working 
across 15 or so project simultaneously to support an existing Remedy 
environment. Daily duties include making changes to accounts, configuring 
forms, and translating existing tickets from another Remedy system into their 
own environment.

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Re: Any interest in a San Diego RUG meeting?

[Rick Westbrock]

Tauf you and everyone on the list are more than welcome but I won’t be picking 
up the airfare! It is cloudy and about 60F here today which is about 24 degrees 
cooler than a week ago.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Friday, February 20, 2015 8:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Any interest in a San Diego RUG meeting?

**
Well, the temp in NY today was 1...
I'm down for a San Diego RUG. Just say when!

Sent from my iPhone

On Feb 20, 2015, at 11:24 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
It has been many years since I met other local Remedy developers (besides Jason 
Miller), is there any interest out there in an SDRUG meeting? I will have to 
check into whether I can use one of our meeting rooms to host at our Carlsbad 
office or not; since I don’t know anyone else is welcome to volunteer to host. 
If there is enough interest maybe we can get back to quarterly (or maybe 
semiannual) meetings to keep in touch.

Cheers,
Rick

_____
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.


_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Remedy Upgrade - Suggestions required.

[Rick Westbrock]

Good point, it should be easier to get AR working properly then ITSM before 
worrying about getting your old data into the mix. I have the fun of building a 
new product catalog as part of the upgrade as well as changing from 
multi-tenant to single-tenant so it’s going to be a fun ride over here.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Friday, February 20, 2015 8:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Upgrade - Suggestions required.

**
Yup.  We are doing the same upgrade, and are doing it via the build and migrate 
plan, not an upgrade in place.

There are some bugs in the 8.1.02 installers, too, as I am finding.  All the 
more reason to do it in a simpler environment.

Rick Cook

On Fri, Feb 20, 2015 at 8:29 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Karthick-

I know that others share my opinion that when you are jumping ahead multiple 
big versions like this it is probably better to stand up a fresh 8.1.02 
environment and migrate relevant data from the old system to the new. That is 
my plan when I get a chance to work on upgrading our 7.1 environment to 8.1.02 
myself (although I am working with Linux servers). I believe there were quite a 
few posts to the list in the last six months or so regarding exactly this topic 
so you might want to visit arslist.org<http://arslist.org> and search for the 
old posts there.

In fact I did a quick search of my mailbox and found a thread named “Upgrade to 
8.1 AR/ITSM” from just last month regarding this. Contact me off-list if you 
would like me to send over the messages. That thread had a mention of the AMIGO 
program which you should also investigate. 
https://kb.bmc.com/infocenter/index?page=content&id=KA404408

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Karthick S
Sent: Thursday, February 19, 2015 9:51 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy Upgrade - Suggestions required.

**
We are planning to do an upgrade in Remedy, please provide your suggestions on 
this.

Our current remedy environment is 7.1 Version and it’s database version is SQL 
2005.
We are planning for an upgrade it to latest version 8.1.02 version.
We have planned in 2 sections, first upgrading Remedy 7.1 to 7.6.04 and then to 
7.6.04 to 8.1.02.

We have a new test server which is Windows Server 2012 R2 64 Bit and SQL Server 
2014 64 Bit Enterprise Edition.

We have planned to take a backup copy of AR System DB from production server 
which has DB version 2005 and copied into 2014 SQL DB version, from their we 
can perform the upgrade.
Is it possible, please let me know.?

Or creating a test DB at 2005 SQL version, start the upgrade in Windows Server 
2012 R2 64 Bit and point it to test DB (2005 SQL version) and later on moving 
the DB instance from 2005 SQL DB to 2014 SQL DB.






Regards,
Karthick Sundararajan
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Re: Remedy Upgrade - Suggestions required.

[Rick Westbrock]

Karthick-

I know that others share my opinion that when you are jumping ahead multiple 
big versions like this it is probably better to stand up a fresh 8.1.02 
environment and migrate relevant data from the old system to the new. That is 
my plan when I get a chance to work on upgrading our 7.1 environment to 8.1.02 
myself (although I am working with Linux servers). I believe there were quite a 
few posts to the list in the last six months or so regarding exactly this topic 
so you might want to visit arslist.org and search for the old posts there.

In fact I did a quick search of my mailbox and found a thread named "Upgrade to 
8.1 AR/ITSM" from just last month regarding this. Contact me off-list if you 
would like me to send over the messages. That thread had a mention of the AMIGO 
program which you should also investigate. 
https://kb.bmc.com/infocenter/index?page=content&id=KA404408

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Thursday, February 19, 2015 9:51 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Upgrade - Suggestions required.

**
We are planning to do an upgrade in Remedy, please provide your suggestions on 
this.

Our current remedy environment is 7.1 Version and it's database version is SQL 
2005.
We are planning for an upgrade it to latest version 8.1.02 version.
We have planned in 2 sections, first upgrading Remedy 7.1 to 7.6.04 and then to 
7.6.04 to 8.1.02.

We have a new test server which is Windows Server 2012 R2 64 Bit and SQL Server 
2014 64 Bit Enterprise Edition.

We have planned to take a backup copy of AR System DB from production server 
which has DB version 2005 and copied into 2014 SQL DB version, from their we 
can perform the upgrade.
Is it possible, please let me know.?

Or creating a test DB at 2005 SQL version, start the upgrade in Windows Server 
2012 R2 64 Bit and point it to test DB (2005 SQL version) and later on moving 
the DB instance from 2005 SQL DB to 2014 SQL DB.






Regards,
Karthick Sundararajan
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Any interest in a San Diego RUG meeting?

[Rick Westbrock]

It has been many years since I met other local Remedy developers (besides Jason 
Miller), is there any interest out there in an SDRUG meeting? I will have to 
check into whether I can use one of our meeting rooms to host at our Carlsbad 
office or not; since I don't know anyone else is welcome to volunteer to host. 
If there is enough interest maybe we can get back to quarterly (or maybe 
semiannual) meetings to keep in touch.

Cheers,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.
[email_sig]


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Re: Win 2008 Update Broke Mid-Tier

[Rick Westbrock]

Scott, assuming that you are using IIS you might want to check the security 
settings there. I have seen in the past that in a version upgrade Microsoft 
will suddenly lock down things for “security reasons” which might be blocking 
access. I can’t tell you exactly what to look for but if the Sandra’s 
suggestions don’t help you might try opening the IIS control panel and looking 
at things like directory security.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, February 20, 2015 6:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: Win 2008 Update Broke Mid-Tier

**
Scott,
Please explain your architecture a bit moreare you using an IIS -> Tomcat, 
or straight Tomcat, or whatwhat is the URL you are hitting when you get 
that error(of course you can obscure the server name, or replace with 
generic text)is the error coming from the web server?more details are 
needed.

On Thu, Feb 19, 2015 at 8:36 PM, Scott Hallenger 
mailto:vadr...@yahoo.com>> wrote:
**
Hi, we just did an in-place upgrade of our 2003  ITSM 7.1 remedy environment to 
win 2008. Everything worked fine system was running great, then we accepted the 
windows updates and it broke the mid-tier. We can no longer access it. Has 
anyone else run into this issue. Now I'm getting:

"You are not authorized to view this page"...

Has anyone else had this issue in doing this type of upgrade. & yes I know its 
unsupported..


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Re: USER_CACHE Problems

[Rick Westbrock]

This is a great example of why I always create unique custom error messages and 
store them in a form so that I can easily reference them. One of my pet peeves 
is re-using message numbers (especially the default value) for multiple 
unrelated functions.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Saturday, February 14, 2015 1:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Warren,

Just to confirm behavior.

The AR System does not record anywhere in the DB where you are logged in from.  
So, there is no relationship here to USER_CACHE or anything else.  There is an 
in memory list of connections.  That in memory list is what holds where you are 
connected from and would complain if it was different systems.  No amount of 
reloading or resetting or reviewing or anything of the user_cache table would 
have made any difference – and you found that out.

IF the error was being caused by something within Remedy itself, restarting the 
system would have cleared this in memory list and corrected the problem.

Nowhere in our logic do we have workflow that records where a user is logging 
in from.  The logic you found is custom logic as you suspected.  It looks like 
whoever implemented it coopted our error message and issued the same error as 
we would issue.

I am glad that you found the custom logic causing the problem in this situation.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Friday, February 13, 2015 10:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Well  You guys all rock.  But it turned out to be workflow related!
I don't know if this is out of the box, but there are some active links that 
fire when a person first logs in to my system and checks if they logged in from 
some where else.  My suspicion is that it is custom and related to the addition 
of a government warning that pops up when a user first logs in.  This workflow 
checks a form to see if a person is still logged in.  There is some workflow 
that is supposed to delete the form entry when you log out, but because of the 
initial dbase issues I was having, that didn't happen for these 2 users 
(supposition on my part).  This is separate from whatever process Remedy 
installed to check the licensing requirements, but it gives the same error 
message when tripped!  Once I deleted the 2 users entries from this form, they 
were able to log in without issue (without the admin privs).  Problem solved.
I've been here for 6 years almost, and this is the first time I've run into 
this!
Thank you again for everyone's kind suggestions.  I now know more about how 
Remedy cache's users then I ever thought possible!
Take care!

Warren

On Fri, Feb 13, 2015 at 12:22 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
**
Great point..

With a recent Windows update, my outlook client using pop/smtp to connect to my 
mail server, would not connect to the incoming mail server.

Ptroblem turned out to be outlook no longer likes IPv6 to be enabled at the 
time of an initial connect. So I have to disable IPv6, have outlook connect to 
the incoming mail server, and then re-enable IPv6 after which it works fine. 
This happens everytime I restart my machine and seems to be a flaw with one of 
the updates.

I know that is not the same issue as you, but could be a related issue?

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, 
Frederick W
Sent: Friday, February 13, 2015 11:53 AM

To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

Here is an off-hand thought … Does the machine the user is on have multiple 
network cards?   Could it be some weird multi-home network issue (one 
transaction the sever see the connection from IP a.b.c.x and another from IP 
a.b.c.y)?

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Friday, February 13, 2015 10:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Good morning/afternoon/evening/night my fellow listers!
First off, I apologize for not responding sooner to everyone's kind offer of 
support.  It was a bit chilly this morning here in Maryland, so my kids schools 
went to a 2 hour delay to prevent the little darlings from having to wear 
gloves and a hat (insert sarcastic eye roll here)!
The issue is not spawned by a user still being logged on to a separate machine. 
 In fact, I had them log out, go to another machine, and then come back and log 
back in.  They got the message, and the user.log reflected the other machine.  
But even after they are logged out from that machine and the

Re: DB Copy Issue

[Rick Westbrock]

I thought of two more items worth mentioning. The User records will be copied 
over so to remain in compliance you will likely need to change most of your 
user accounts to Read licenses after the DB copy.

Also the entitlements for user licenses mentioned by Davin only apply to the 
Blue pricing model. If you happen to be on the Legacy/Green model that is not 
the case as licenses are purchased for production use at one cost and for 
development use at a lower cost so they are not interchangeable.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Davin Lindner-Green
Sent: Wednesday, February 11, 2015 2:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: DB Copy Issue

**
A second vote to use the Remedy Restore Tool, plus some hints on licenses. In 
version 7.x they are stored in the database so will get copied along with 
everything else.

Also, if you are on version 7 or newer the only license key that is tied to 
your Host ID (your hardware) is the AR Server license. You should add the AR 
Server license from DEV to your PROD environment before you copy the database. 
That way it will be there when you start up DEV post-copy.

In terms of entitlement, my understanding is that you are entitled to use AR 
User Fixed licenses on any server in your environment as long as the users are 
the same named users (which they will be after database copy). AR User Floating 
licenses may be tied to a specific server (although not enforced by the license 
key mechanism) so you might have to adjust that number after a copy. However 
this depends on which licensing model you are under with BMC so you might not 
have to adjust anything in terms of licensing.

Last item, you may want to disable the email engine and any external 
integrations on DEV before the copy, so you don't accidentally send duplicate 
email notifications or trigger integration actions from DEV. Also, if you are 
using custom Remedy applications at all, any server references you may have 
included for integrations and the like won't be detected and changed by Remedy 
Restore Tool. It is oriented primarily at ITSM and ARS core forms only.

Thanks
Davin



On Feb 11, 2015, at 3:27 PM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:

**
Check out the Remedy Restore Tool by Carl Wilson 
(http://communities.bmc.com/docs/DOC-7710<https://communities.bmc.com/docs/DOC-7710>
 ), it handles nearly all the deprodification steps required when copying a 
production database to a non-prod environment. I normally adjust the licenses 
manually myself but it depends on your version of ARS. If you are on version 7 
or newer (I think) it’s quite easy to just change the numbers in the console; 
if you are on 6.x or older it will be a lot more painful due to the old 
licensing model.

-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Wednesday, February 11, 2015 2:14 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: DB Copy Issue

**
Wondering if anyone can offer some advice on this issue. Can  I copy our 
production db to our dev server as an means of syncing dev to production. The 
end goal being to make my dev look just like production. Our dev server does 
not have the same number of licenses as production naturally. Is this something 
that can be done with a basic db copy.
_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: DB Copy Issue

[Rick Westbrock]

Check out the Remedy Restore Tool by Carl Wilson 
(http://communities.bmc.com/docs/DOC-7710
 ), it handles nearly all the deprodification steps required when copying a 
production database to a non-prod environment. I normally adjust the licenses 
manually myself but it depends on your version of ARS. If you are on version 7 
or newer (I think) it’s quite easy to just change the numbers in the console; 
if you are on 6.x or older it will be a lot more painful due to the old 
licensing model.

-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Wednesday, February 11, 2015 2:14 PM
To: arslist@ARSLIST.ORG
Subject: DB Copy Issue

**
Wondering if anyone can offer some advice on this issue. Can  I copy our 
production db to our dev server as an means of syncing dev to production. The 
end goal being to make my dev look just like production. Our dev server does 
not have the same number of licenses as production naturally. Is this something 
that can be done with a basic db copy.
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Re: OT: Setting up a demo environment on LINUX..

[Rick Westbrock]

That's great Misi, I will be doing my first installation of ARS on Linux in the 
near future so this will be a big help. All my previous installations have been 
on Windows.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, February 09, 2015 5:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Setting up a demo environment on LINUX..

Hi,

Good ide Jason, you will find the "AR Linux install for dummies" document here:
https://communities.bmc.com/docs/DOC-34748

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* 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.

> It would be really cool to post the script along other details from 
> youself and other people that have done this as a BMC Communities document:
> https://communities.bmc.com/document/create.jspa?containerType=14&cont
> ainerID=2002
>
> Jason
>
> On Thu, Feb 5, 2015 at 12:41 PM, Misi Mladoniczky  wrote:
>
>> Hi,
>>
>> It has never been free as far as I know.
>>
>> I guess you can request a trial version.
>>
>> The best way would probably to do it through one of your clients 
>> Support Contract IDs, as they typically has no limit on the number of 
>> servers.
>>
>> I have installed AR 8.1 on Scientific Linux (Red Hat Clone) with 
>> Oracle without any problem.
>>
>> I used Oracle XE which is free for small environments, and the full 
>> Oracle Client to connect through, in order to fool the Remedy installer.
>>
>> Mid-Tier + AR runs fine on 2GB memory in my VM, but I do not have 
>> ITSM installed on that machine.
>>
>> To run the installer you need X. I typically use Cygwin as X-server, 
>> and then do a ssh -X to the Linux server.
>>
>> I have a detailed script I follow in order to make everything run 
>> smoothly, so if anyone is interested, let me know.
>>
>> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 
>> 2011)
>>
>> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
>> * 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.
>>
>> > Its been a while since I have set up a LINUX demo environment for 
>> > use
>> with
>> > the AR System
>> >
>> >
>> >
>> > Is it still a free for non commercial use?
>> >
>> >
>> >
>> > If so if anyone has recently set this up, I'd like some information 
>> > of
>> what
>> > I need to download, from where - and any do's and don'ts so. I 
>> > would appreciate this information as it would save me some time.
>> >
>> >
>> >
>> > Cheers
>> >
>> >
>> >
>> > Joe
>> >
>> >
>> >
>> _
>> __
>> > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where 
>> > the Answers Are, and have been for 20 years"
>> >
>>
>>
>> _
>> __ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
>> "Where the Answers Are, and have been for 20 years"
>>
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"
>

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Re: Error after login to DevStudio RESOLVED

[Rick Westbrock]

Sandra-

To prevent that problem during future Java upgrades what I've done in the past 
is create a symlink or shortcut named "java" that points to the current java 
install folder. When installing something like Dev Studio point it to the 
shortcut for Java. Later if you upgrade Java to a new version just change the 
path of the shortcut and you don't have to worry about the app configuration.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Thursday, February 05, 2015 7:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: Error after login to DevStudio RESOLVED

Compound issue - 

Thanks Fred & Jason!

My wireless connection, while not in use was enabled. I turned it off.

In checking the devstudio.ini - it was pointing to the jre7 not the jre6. 
Making the devstudio.ini change to point to jre6 resolved the issue. (I just 
knew that it was going to be JAVA related!)


Thank you for your responses.

Sandra


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, February 04, 2015 5:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error after login to DevStudio

**
A few more thoughts...

Can you connect using the User Tool or Import tool?

If not...

Does DNS resolve the hostname to an IP address?


nslookup X



Can you ping the AR server by either IP or hostname?


Jason

On Wed, Feb 4, 2015 at 2:19 PM, Grooms, Frederick W  
wrote:


Did you update the Xms value in the devstudio.ini?

A couple of possible reasons...
   1.  Is the laptop using WIFI? (Losing the network connection or 
switching to a different connection can cause connection aborts)
   2.  Is a firewall closing the TCP connection to the server?
   3.  Does the laptop have multiple active network connections (i.e. 
Wired and WIFI)?  I have seen cases where having more than 1 active can cause 
some odd issues

Fred


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Wednesday, February 04, 2015 4:07 PM
To: arslist@ARSLIST.ORG
Subject: Error after login to DevStudio

All,

For me, the good news is the error reports from a single laptop. The 
bad news is that I have googled the error and cannot find out what to do to fix 
it and it reports on my new laptop.

"Server X reports: ERROR (90): Cannot establish a network 
connection to the AR System server; Software caused connection abort: 
X:PORT connect 5060"

I checked the JAVA path in the devstudio.ini and it is correct.
I added an Environment Variable > System Variable > Variable 
_JAVA_Options Value -Xmx512m
New laptop so no workspace to clear. I did create a new workspace 
folder not in the install path. Full user writes to the workspace folder.

Windows 7
jre6
Version 8.1.01 DEV Studio
8.1.01 ARS & ITSM

Any ideas?

Thank you,

Sandra


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Re: Friday Humor Overlays

[Rick Westbrock]

My first thought was of my wife's Odyssey system that is sitting in our garage. 
I actually hooked it up to an old CRT television a few years ago just to dink 
around with it. It was an authentic recreation as the TV was about a 12" screen 
or so.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Friday, December 12, 2014 2:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Friday Humor Overlays

Hi,

I am sad to say that this was one of my first thought sa well ;-)

Best Regards - Misi, RRR AB, http://rrr.se

> So can his family then sue BMC?
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, December 12, 2014 4:06 PM
> To: arslist@ARSLIST.ORG
> Subject: [arslist] Friday Humor Overlays
>
> Hi,
>
> The inventor of the first gaming console Ralph Baer passed away this week.
>
> The gaming console Magnavox Oddyssey was released in 1972 .
>
> Ralph Baer also seems to have been first with OVERLAYS.
>
> Check out the OVERLAYS at the bottom of the page:
> http://www.magnavox-odyssey.com/Standard%20games.htm
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 
> 2011)
>
> Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
> * 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 
> "Where the Answers Are, and have been for 20 years"
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
> "Where the Answers Are, and have been for 20 years"
>

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Re: Filters actions are firing wierd or correctly ..

[Rick Westbrock]

They changed the business time process again in 7.5? I remember having to 
modify workflow to account for a business time change when upgrading from 4.x 
to 5.1.2 way back when.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, December 03, 2014 8:19 AM
To: arslist@ARSLIST.ORG
Subject: Re: Filters actions are firing wierd or correctly ..

**

What jumped out at me after reading LJ's response is pushing back the the next 
run by 1 minute. Has the record count in the table built up over the years and 
now it takes more than a minute to execute this process? Maybe a large record 
count in combination with a recent change (not necessarily related to the 
paging process) has lengthened the time it takes for this process to run over a 
minute? These are the kind of variables that come to mind when a problem just 
pops up out of nowhere. This and making sure your business time calendars have 
not expired.

I don't remember what version but I think it was around 7.5 where the old 
business time process was replaced with a newer one (from memory business time 
2). They both still worked in parallel but maybe you have hit the end of life 
of the old business time process?

Jason
On Dec 3, 2014 7:40 AM, "LJ LongWing" 
mailto:lj.longw...@gmail.com>> wrote:
**
Well..I can't answer why it 'suddenly' started happeningbut, it doesn't 
appear that your qualifications are mutually exclusive.

Filter fires on 'Status != Closed and Field set to pending approval'

The Escalation is setting fields:
Time1 =  NULL
Setfield Notify= yes

Sothe Escalation is not setting any values that would cause the filter to 
NOT fire, and being the Filter is setting fields that would cause the 
Escalation to fire...I can see how a loop would form

Nowif you changed the Run-If for the filter to only fire if Setfield Notify 
= No, or something like that...then the Escalation wouldn't cause the filter to 
fire...but as it's custom, I don't know your system, so I don't know if that 
would be appropriate or not.

Now...one thing that may need to be looked into is what value is coming out of

$PROCESS$ Application-Bus-Time-Add "$TIMESTAMP$" "1" "2" "holiday" "Change"

According to the Docs

Application-Bus-Time-Add "" ["" ["" 
["" 
[HTMLUATarsadministering1030:""


So, according to your command, you are adding 1 minute to 'now', based on the 
holiday schedule named 'holiday', and the workday schedule named 'Change'

So, again, I don't know your system...but I don't know if you are intending to 
add '1 business minute' or not...but...that does seem to be what's happening, 
which is causing the escalation to fire again on it's next run

You may also want to check with your holiday and Change calendars to ensure 
they are still accurate.

On Wed, Dec 3, 2014 at 8:05 AM, ddussie 
mailto:ddus...@aol.com>> wrote:
Hello List,

This is our scenario, we have had remedy since 1.x... but since since
conversion at 6.3x mark we have steadily upgraded - as we are a custom shop
no modules. That being said,  since the day light saving time change,
filters and escalation have been acting weird; from all investigation it is
not a result of timing issue; but possible a coincidence with Time change.
This is what we are experiencing,

A change request in the custom change system, on creation of the ticket will
notify a group if this filter is met.

on Execution Submit & Modify
qualification = Status != Closed and Field set to pending approval
Then
Setfield to Time1 = $PROCESS$ Application-Bus-Time-Add "$TIMESTAMP$" "1" "2"
"holiday" "Change" Setfield Notify=No
Runprocess to call telalert to email.

Then an escalation
On 4 min interval
Qualification: Time1 != $NULL$ and Notify=No and TimeStamp> Time1
Then  Setfield to Time1 =  NULL
Setfield Notify= yes
Runprocess to call telalert to text/page.


Since yesterday, 3pm this workflow started looping.

So as the filter fires, the escalation fires, looping on Execution action
modify.

This sent 300 emails and 300 pages to group.

Its wierd as the filter execution on submit and modify  has been working for
atleast 7 years i have been managing this tool.

I'm not sure which version of remedy 6.3x to 7.5x that built that workflow.
I have rebuilt in 7.5p4 version; however that didnot resolve.

Can anyone assist with an explanation?

We are behind in upgrading.
ARS 7.5.00 Patch 004 201002051027
Oracle 11.2.0.3.0 - 64bit Production
UNIX AIX 6.1

Cluster JVM & Cluster Http & Bigip
MT Version 7.5.00 Patch 004 201002051027
WebSphere IBM WebSphere Application Server/6.1
Java Version 1.5.0









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Re: ITSM 7 Defs Running on ARS 7.6

[Rick Westbrock]

I would check on ARS/ITSM compatibilities, I have heard of a customer who was 
on ARS 7.1 and ITSM 7.0.03 and could not upgrade ARS to 7.5 because their 
current version of ITSM would not work with that version of ARS. I heard about 
this years after the fact so I don’t know if any testing was done or if they 
were just going on what BMC reported to them.


As far as support my understanding (whether it’s correct or not is up for 
debate) is that you should be able to run forever without a support contract 
but you lose all abilities to initiate a case with BMC Support, no access to 
patches or any other software and so forth.  I haven’t read the fine print of a 
contract though so I could be wrong. I was at a customer once who ran without 
support for nearly a year without a support contract because they were planning 
to migrate from Remedy to a different platform. As I recall BMC didn’t have a 
problem with the system running without a support contract, they just wouldn’t 
sell additional licenses without renewal of the overall support contract.

If you were to buy software and a specific number of licenses wouldn’t you 
expect to be able to run that software with that user count in perpetuity 
regardless of whether you had a support contract? I think in Scott’s case the 
customer needs to upgrade ARS for compliance reasons so they are going to have 
to accept the costs associated with that (i.e. purchase a support contract) or 
migrate to another platform (IMHO).


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, November 25, 2014 2:12 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Defs Running on ARS 7.6

**
Thanks for the info.  Viable, yes.  Potentially with some challenges.

We are still on Help Desk 6 on 8.1 ARS.  I stop short of calling it ITSM 
because all we are using is Help Desk and this was before Assignment Engine, 
EIE/AIE and various other newer processes external to AR that now make up the 
whole ITSM suite tick.

At this point I call it ours because it is so customized and so far out of 
support that we'll never upgrade over it.  In fact we recently converted all of 
the Help Desk, CMDB and SLA objects to Custom (I plan on deleting the CMDB and 
SLA stuff, we don't use them and are already broken binary-wise).

With that said we still pay for support (granted we were heading down the ITSM 
8.x path until recently).  Servers get old and need to be replaced, that old 
version of ARS will will only go so far with newer OSes.  We will need new 
license keys for the new servers (without playing illegal games).  We do a ton 
of development and we want to continue to incorporate new (UI) features.  
Starting at 7.5 the new and updated web UI controls have been highly valuable.  
We too use Remedy every day and it is considered one of higher priority apps DR 
wise (much of the info we need to recover is stored in Remedy).

My aim is not to call out your customer however we are dancing around some 
legalities...  How can an organization upgrade ARS without a support contract?  
The reasons your customer is not able to access parts of the BMC site, 
including software, is because that entitlement ran out with support.  I have 
heard stories of long-running systems that have been off of support for years 
so I know they are out there but I don't think legally an organization can 
continue to run Remedy without support?.?.?  I haven't read the license 
agreement that closely and am not qualified to be authoritative on the subject 
but it is my understanding.

Jason

On Tue, Nov 25, 2014 at 1:10 PM, Scott Hallenger 
mailto:vadr...@yahoo.com>> wrote:
Long story here but they use remedy every day, yet they dont want to 
upgrade itsm they are happy enough with their itsm as it is. However, they 
are running in to compliance issues outsode of remedy, like with MS. Again 
long story, but I'm just checking if this could be a viable plan B. So I really 
need some ipinions to ring in here.



On Tue, 11/25/14, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:

 Subject: Re: ITSM 7 Defs Running on ARS 7.6
 To: arslist@ARSLIST.ORG
 Date: Tuesday, November 25, 2014, 3:17 PM

 **
 You bet it is ok.  You have my blessing.
I have not specifically run ITSM
 7.1 on ARS 7.6 but largely you should be ok.  There are
 some behaviors that may have changed between ARS 7.1 and 7.6
 and might give you a few minor surprises but for the most
 part the def won't care.  I think if anything you might
 run into more issues with 7.1 binaries and a 7.6 server.
 Assignment Engine and Approval Engine might be interesting
 since those are now AR components but were ITSM components
 in earlier versions.  You might choose to no upgrade those
 as part of the AR upgrade to keep them inline with version
 that the ITSM def were designed around.
 From your previous post 

Re: What was the most recent ARS app you built?

[Rick Westbrock]

I didn't build but extended with several new functions a shipping/receiving 
module for our warehouse that handles IT equipment. It ties into the CMDB so 
items received from a supplier get a new CI record created and shipping a CI to 
a person will create the relationship records (or update AIQ for bulk inventory 
items). The ship function was there when I came along but I added Receive and 
Move functions and will be adding a couple more soon. This module creates a 
transactional record every time an asset changes sites or comes into/out of the 
warehouse so it helps with reporting needs. This is a lot easier for the 
warehouse team than using the CMDB interface to do these daily tasks.

This one was interesting as the ITSM 7.1 code was built to basically only allow 
one product name (let alone CI record) per CTI in the Bulk Inventory class so I 
had to futz around with their code to get it to handle multiple products per 
CTI and even multiple CI records per product name for bulk inventory.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zee Remshab
Sent: Wednesday, November 19, 2014 12:52 AM
To: arslist@ARSLIST.ORG
Subject: What was the most recent ARS app you built?

dear list,

to make it short, it looks to me the Remedy products tend to be more and more 
out-of-the-box.
You install the soft, configure it a bit here and there, load base data and 
here you go youpeee !! esta la fiesta !! From a business point of view that 
makes sense for BMC and experienced experts.
It appears to me being always less room for customised and/or homemade tools to 
deal with ITIL processes.
After having wondered how difficult it could be to dive into the ITSM 
development if anything like this would even make sense to mention, I am 
wondering how many of you have recently developed something out of the 
out-of-the-box products.
Zee

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Re: AR license user license needed for Smart-IT

[Rick Westbrock]

My understanding is that there wasn't a separate license required for SmartIT, 
it just uses the underlying ARS/ITSM licenses. I see SmartIT as just an 
alternative Mid-Tier in that respect (no separate user license required for MT 
vice user tool). I have no idea why changing the user from float to fixed would 
suddenly grant access.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Friday, November 14, 2014 1:39 PM
To: arslist@ARSLIST.ORG
Subject: AR license user license needed for Smart-IT

**
All,

Does anyone know what AR license user license needed for Smart-IT. I just tried 
to give access to a user (who has all kinds of incident licenses, as well as 
others) and a floating AR user license and he had no access. All I did was give 
him a fixed one and it worked great.

Any ideas?

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Planned time out of office: 11/24/2014 to 12/1/2014

[ecm_036069_email]

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Re: What was the first ARS app you built?

[Rick Westbrock]

I built an asset tracking module for the Expense Management department because 
they were tracking cell phones and pagers (yes, it was that long ago) in 
spreadsheets. I built in all kinds of logic to remind them when a contract or 
warranty date was coming up etc. This was back when only the IT department used 
the fat client so I had to build it for the web but at that time you had to 
manually build separate web views for all the forms. In the end after all that 
effort they ended up not using it after all.

I actually ended up making that extensible to cover everything from company 
cars to company credit cards and so forth to make it available to the other 
non-IT teams who needed to track lots of assets but again they ended up not 
using it. It sure was a good exercise though.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, November 12, 2014 9:28 AM
To: arslist@ARSLIST.ORG
Subject: OT: What was the first ARS app you built?

**
I thought I would start a side topic from the "how fast could that be?" thread. 
 We have seen more and more "out of the box ITSM" installs in recent years and 
custom development appears to be less prevalent.  Many of us started out 
building anything and everything under the sun.

For me, I had just switch from working in an aerospace fabrication shop to my 
first IT job at a help desk.  About 6 months in I became very interested in 
what else Remedy could do.  As I learned more about what Remedy could do I 
really wished we would of had it at the job I had left.

So with that my first app was one geared around running a fab shop.  The app 
tracked customers, jobs/parts, equipment and staff.  It could associate what 
machine a part is in and who is working on it.  Also it could show the status 
of a machine so planners didn't schedule a job in a machine that was down for 
maintenance.  Also you could not schedule machinists to a job if they were on 
vacation.

It probably also had things like an email to the worker when a job/part was 
assigned to them.  I have been trying to find the definition in recent years.  
I am sure I would get a kick out of how I built things back then.

Jason
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Re: how fast could that be?

[Rick Westbrock]

Good points Claire, I was surprised at how many internal inconsistencies I 
found when I started diving into the ITSM code. Just yesterday I was setting up 
an ETL to get data into our data warehouse and we failed on one field, it turns 
out that the developer had set the database name of the field to "Descrition" 
and that missing letter p makes all the difference. I was frustrated by Product 
Name and Model actually being the same data in different forms at first, I'm 
sure there are a lot more easter eggs to be found.

Zee, I would suggest starting with something simple and reading the logs. Turn 
on all logging then resolve an incident for example. Go through the log to see 
if you can tease out what actually happened after you clicked the save button. 
That seems to be as good a starting point as any.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, November 11, 2014 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: how fast could that be?

The scary thing is all those years of experience don't prepare you for the 
nightmare that is ITSM 7.6.04 (can't say anything about any newer version).  
Get an application like  ARUtilities and plug in a field ID.  See how many 
different ways throughout the application they use the ID with different names 
and specifications.  Sometimes 35 characters, sometimes 60, sometimes a 
dropdown menu and sometimes a selection list.  It is painful!  

Site, Site Group and Building are the same field!  Enjoy!

Don't let anyone fool you into thinking it is an easy application.  Overlays 
don't make life any better and sadly, support is catch as catch can.  You 
either get someone really good who can think or you get someone who is strictly 
reading from their decision trees and scripts.

Last night and I got a good one!  Thank goodness!  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zee Remshab
Sent: Tuesday, November 11, 2014 8:27 AM
To: arslist@ARSLIST.ORG
Subject: how fast could that be?

dear listers,

say you have +15 years in the IT, many years as DBA/sys admin/web admin + 
several years on BMC Remedy but only ARSystem and haven't opened yet the ITSM 
objects in the Dev Studio.
How long could that take to get the hand on the ITSM modules and be capable of 
writing basic workflow ? I don't need an precise figure, just some random 
comments/thought would be very much appreciated. But no jokes please.
Very best regards
zee remshab


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Re: Demo Login Name has been Changed

[Rick Westbrock]

Two other reasons to not use an individual’s login:


1.   When the person leaves the company or transfers to another 
department/division their account either be locked or permissions changes which 
would break your install.

2.   Security audits. In many cases if someone has left the company leaving 
their accounts active is a violation (which leads back to #1 in a way).

Service accounts are definitely the way to go as mentioned by others. They will 
usually have different security policies, not be subject the same periodic 
password change requirements as individual accounts etc.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Tuesday, November 04, 2014 6:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Demo Login Name has been Changed

**
I'm with Ken.  First thing I do is set up Service Accounts that aren't subject 
to people leaving, or passwords that expire, etc.  Use them for system 
functions.  I keep Demo (with a pw) as kind of a back door in for the 
Administrators.

Rick Cook

On Tue, Nov 4, 2014 at 6:17 AM, Ken Pritchard 
mailto:pri...@ptd.net>> wrote:
**
Not everyone gets overly concerned about ‘security’ when it comes to the Demo 
password in a Remedy environment.  I personally don’t think it should be a 
personal login – so even if you don’t want it to be Demo (which I’ve always 
found a bit hokey anyway) I would make it a system acct / login.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Tuesday, November 4, 2014 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Demo Login Name has been Changed

**
Sandra,
Personally, I think it's a security risk to leave a 'Demo' account in place, 
even if you set the password.  So, noI don't personally think you should 
put it back.

On Tue, Nov 4, 2014 at 7:08 AM, Hennigan, Sandra, CTR, DSS 
mailto:sandra.hennigan@dss.mil>> wrote:
**
All,

I have inherited an 8.1.01 new install, just about ready for UAT.

The previous administrator renamed the "Demo user for startup" with her 
personal login name. This was recently discovered during troubleshooting when 
some of the integrations stopped working. Specifically, “Demo” was the user 
entry in a couple of the Configuration files. To resolve the issues with 
integrations, a new user was created and the services pointed to the new user. 
I am concerned that there may still be configuration files identifying Demo as 
the qualified user.

Question: Do we leave well enough alone and keep the "Demo user for startup" 
with her personal login name or use DMT and change the "Demo user for startup" 
name. Any other ideas? Any concerns or follow up steps?

As always, assistance from the list is priceless!  Thanks.

Sandra




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Re: Outgoing Email

[Rick Westbrock]

Has anyone looked at the Exchange server log yet? That should show the 
authentication failure as well. I don't know if that will give you more 
information as I've never looked at an Exchange server log myself but the files 
you included don't provide any info on why authentication failed. Does your 
Exchange server require SSL? If so that's your problem as your E-mail Engine 
mailbox setting is No.

To test that you could try doing a telnet from your E-mail Engine server to 
port 25 of the Exchange server and try to log in that way to see if that gives 
you any extra info. I saw a few articles about your "530 5.7.1 Client was not 
authenticated" error and they pointed to a property not set correctly on the 
Exchange side. They were regarding anonymous access but there still might be 
something on the Exchange side that needs to be corrected. Example article: 
http://krypted.com/windows-server/resolve-530-5-7-1-client-was-not-authenticated-error-in-exchange-2010-2012/
 

Apparently there can be multiple Client Connectors configured in Exchange so 
checking the Exchange log might show that your session is hitting a different 
connector than the Exchange admin expected it to hit.


-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Wednesday, October 29, 2014 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Outgoing Email

New install of 8.1.01. - Working to configure Outgoing SMTP The Config, 
std.err.log & stdout.log are attached.

We are fighting "530 5.7.1 Client was not authenticated" error in the 
stderr.log - Outgoing email messages error out and are not sent.

NOTE: The mailbox information was not entered during the installation as the 
mailbox was just created this week. 

The Exchange Admin made sure that the ARS server was in the SMTP relay & that 
the user information was correct. 
The AR System does not require authentication. 
The TCP port is correct.
Port 25 is open for use.
The password has been retyped. 
We have switched between using the User name or the Email address as the Email 
Server User. 
The AR Email service was restarted between changes.

Any assistance is appreciated.

Thank you,

Sandra

Sandra Hennigan



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Re: Set Field If syntax when matching on another form

[Rick Westbrock]

Whew, glad it wasn’t just me! I was taught by Sydney Dent probably about ten 
years ago IIRC. I learned a lot from that class that I have used over the 
years. It does grate on me every time I see the “backwards” syntax even if it 
doesn’t affect anything except my brain. Have a great weekend all!

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle
Sent: Friday, October 17, 2014 3:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: Set Field If syntax when matching on another form

**
Hi, Everyone:

I thought I was the only one who feels automatically driven, like some outside 
force will punish me if I don’t stick to the ‘Field’ = $Value$ syntax.  I can’t 
write it any other way.  I just can’t.  Let me try, $Valu….  Nope, can’t do it. 
 It is literally a physical reaction in my gut that won’t let me.

With that said, I’m with Carl and Rick.

I do believe that in the AR System Performance, Tuning and Troubleshooting 3.x  
class that we learned to start with remote form.field first and current.value 
second in qualifications.  On page 238 of the manual  (copyright 1997 Remedy 
Corporation), although Set fields aren’t referenced specifically, samples to 
promote index use are written ‘Field’ = “known value” or ‘Field’ >= value.

My two cents,
Michelle

P.S.
To Whomever taught this class in Dallas (Richardson), TX in August 1997 – Thank 
you.  This is by far the best Remedy class, I’ve ever attended.  I still use 
the Performance Tuning tips to this day.  I still offset escalation interval 
times to make sure they’re not a factor of 60.   I still use >= to give an 
index a starting point, etc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Friday, October 17, 2014 11:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Set Field If syntax when matching on another form

**
Thanks for all the feedback. I was on MSSQL back when I learned this but am on 
Oracle now so I won’t spend the time to change these when I run across them for 
now. If I have time I might ping BMC Support to see if they have a definitive 
answer.

Carl I like that you reference local and remote forms, that’s how I normally 
refer to them myself but I was afraid that some people might think I meant a 
form on another server.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, October 17, 2014 9:04 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Set Field If syntax when matching on another form

**
Hi,
Depending on the Database used, referencing the local field first (and not the 
remote table field) will cause the Database to skip the use of the indexes on 
the remote table and thus cause performance issues with the query.
This was mainly present in MS SQL as opposed to Oracle from memory.



Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: 17 October 2014 16:34
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Set Field If syntax when matching on another form

**

Same here, 'Field' = $Value$ is what I use, but I'm not really sure why.  As 
Sonny from "I, Robot" (the movie) says, "It just feels wrong."  :-)

If the $Value$ were null, does that mess with things at all?  You'd essentially 
be saying: where null = 'Field' .  I'd assume that was handled or there'd be 
more issues.  Just a thought.

Thad


On Fri, Oct 17, 2014 at 8:11 AM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
Rick,
This is one of my personal pet peeves.  I started learning database and Remedy 
around the same time, and all of the instruction that I ever received in the 
database, and what makes most sense to me is

field = value

This translates in a remedy world to

'Field' = $Value$

So, from this convention, I always use it as you state you prefer.  Over the 
years, I have found TONS of different contractors that come and go use

$Value$ = 'Field'

and while I don't believe it causes any performance impact in any way to do it 
that way, it's visually unappealing to me...it took me awhile, but I eventually 
figured out WHY some developers produce code that looks like that.  It has to 
do how things show up in the drop down in the Dev Studio.  When building a 
setfield action, or push for that matter I think, when selecting fields, 
'Current Form' is always the 'default', and current form is the one that 
produces $Value$, where 'form that it's being selected from' is not the 
defaultso, what you get is the developer selecting the field on the current 
form first, and the 'other' form second, which builds a

$V

Re: ENGAGE 2014 Commentary

[Rick Westbrock]

Wow, you subjected yourselves to that travesty of a "ride"? Did you lose a bet? 
Your brains will be addled for days...

Thanks for all the great commentary this week Doug, it was very interesting 
reading for those like myself who couldn't make it out this year.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Friday, October 17, 2014 10:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE 2014 Commentary

>From Disney World, Magic Kingdom. Three Remedy Developers, separated by a 
>common language. It's a small world :-)


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Re: ARInside not showing DB or TR field prefixes

[Rick Westbrock]

Thanks Thad, I hadn’t gotten around to installing the latest update yet. I must 
not have read the release notes on that one.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Friday, October 17, 2014 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside not showing DB or TR field prefixes

**
Hi Rick,

There's a newer version 3.1.2 where he fixed that bug.

Thad

On Fri, Oct 17, 2014 at 8:51 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
I love the new interface in 3.1.1, great usability improvements John. One thing 
that I noticed which I think has been there all along is that if a filter 
qualification used the TR or DB prefix on a field name that is not represented 
in the documentation.

ARInside shows: 'EMPL_STATUS_yang' != 'EMPL_STATUS_yang'
Filter qualification: 'EMPL_STATUS' != 'DB.EMPL_STATUS'

I was investigating some custom workflow and when I saw that qualification on 
the ARInside page I was puzzled as to why someone would use that in a 
qualification (or even how that could ever be true for that matter). When I 
opened the filter it was using the DB prefix as shown above. Is this a known 
issue that I missed?

-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Luthgers, 
John
Sent: Monday, September 01, 2014 7:14 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ARInside 3.1.1 released

**
Hello List,

today I’m announcing the release of ARInside 3.1.1. The 3.1.x version focuses 
on redesign of the documentation layout and more dynamic functionality. 
Currently only the schema page is redesigned but everything else will follow 
and will receive further improvements. And it has updated support for ARS 
version 8.1.

You could find the download and the changes of this version at the ARInside 
website (http://arinside.org).

-John-

_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Set Field If syntax when matching on another form

[Rick Westbrock]

Thanks for all the feedback. I was on MSSQL back when I learned this but am on 
Oracle now so I won’t spend the time to change these when I run across them for 
now. If I have time I might ping BMC Support to see if they have a definitive 
answer.

Carl I like that you reference local and remote forms, that’s how I normally 
refer to them myself but I was afraid that some people might think I meant a 
form on another server.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Friday, October 17, 2014 9:04 AM
To: arslist@ARSLIST.ORG
Subject: Re: Set Field If syntax when matching on another form

**
Hi,
Depending on the Database used, referencing the local field first (and not the 
remote table field) will cause the Database to skip the use of the indexes on 
the remote table and thus cause performance issues with the query.
This was mainly present in MS SQL as opposed to Oracle from memory.



Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: 17 October 2014 16:34
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Set Field If syntax when matching on another form

**

Same here, 'Field' = $Value$ is what I use, but I'm not really sure why.  As 
Sonny from "I, Robot" (the movie) says, "It just feels wrong."  :-)

If the $Value$ were null, does that mess with things at all?  You'd essentially 
be saying: where null = 'Field' .  I'd assume that was handled or there'd be 
more issues.  Just a thought.

Thad


On Fri, Oct 17, 2014 at 8:11 AM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
Rick,
This is one of my personal pet peeves.  I started learning database and Remedy 
around the same time, and all of the instruction that I ever received in the 
database, and what makes most sense to me is

field = value

This translates in a remedy world to

'Field' = $Value$

So, from this convention, I always use it as you state you prefer.  Over the 
years, I have found TONS of different contractors that come and go use

$Value$ = 'Field'

and while I don't believe it causes any performance impact in any way to do it 
that way, it's visually unappealing to me...it took me awhile, but I eventually 
figured out WHY some developers produce code that looks like that.  It has to 
do how things show up in the drop down in the Dev Studio.  When building a 
setfield action, or push for that matter I think, when selecting fields, 
'Current Form' is always the 'default', and current form is the one that 
produces $Value$, where 'form that it's being selected from' is not the 
defaultso, what you get is the developer selecting the field on the current 
form first, and the 'other' form second, which builds a

$Value$ = 'Field'

type of qualificationso, while I don't think it causes any problems, it's 
certainly not visually appealing to me...and I agree with you that it 'should 
be' the other way.

On Fri, Oct 17, 2014 at 8:34 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Hi all-

I wanted to get feedback on something I remember learning way back in a Remedy 
class (pre-BMC) in Pleasanton to make sure that I am remembering correctly. I 
seem to recall that I was told that the best practice when writing the 
qualification for a Set Fields action from another form that you should use the 
other form’s field before the operator and the current form’s field after the 
operator like this: 'DEPTID' = $DeptID-New$

I thought that this was either more efficient or provided more predictable 
results (or maybe both). Does anyone else follow this convention? I have run 
across several instances in some custom workflow where that is reversed and I 
see $DeptID-New$ = 'DEPTID' which just feels wrong to me. Below is more detail 
to clarify my examples.

Form A: field DeptID-New
Form B: field DEPTID

There is a filter on form A that does a set fields which reads its value from 
form B. I believe the proper syntax if I want to match the department ID fields 
between the forms is this:
'DEPTID' = $DeptID-New$

From there the set fields action can copy values from the matching record in 
form B into the fields of form A.


Thanks,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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

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ARInside not showing DB or TR field prefixes

[Rick Westbrock]

I love the new interface in 3.1.1, great usability improvements John. One thing 
that I noticed which I think has been there all along is that if a filter 
qualification used the TR or DB prefix on a field name that is not represented 
in the documentation.

ARInside shows: 'EMPL_STATUS_yang' != 'EMPL_STATUS_yang'
Filter qualification: 'EMPL_STATUS' != 'DB.EMPL_STATUS'

I was investigating some custom workflow and when I saw that qualification on 
the ARInside page I was puzzled as to why someone would use that in a 
qualification (or even how that could ever be true for that matter). When I 
opened the filter it was using the DB prefix as shown above. Is this a known 
issue that I missed?

-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Luthgers, John
Sent: Monday, September 01, 2014 7:14 AM
To: arslist@ARSLIST.ORG
Subject: ARInside 3.1.1 released

**
Hello List,

today I’m announcing the release of ARInside 3.1.1. The 3.1.x version focuses 
on redesign of the documentation layout and more dynamic functionality. 
Currently only the schema page is redesigned but everything else will follow 
and will receive further improvements. And it has updated support for ARS 
version 8.1.

You could find the download and the changes of this version at the ARInside 
website (http://arinside.org).

-John-

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

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Set Field If syntax when matching on another form

[Rick Westbrock]

Hi all-

I wanted to get feedback on something I remember learning way back in a Remedy 
class (pre-BMC) in Pleasanton to make sure that I am remembering correctly. I 
seem to recall that I was told that the best practice when writing the 
qualification for a Set Fields action from another form that you should use the 
other form's field before the operator and the current form's field after the 
operator like this: 'DEPTID' = $DeptID-New$

I thought that this was either more efficient or provided more predictable 
results (or maybe both). Does anyone else follow this convention? I have run 
across several instances in some custom workflow where that is reversed and I 
see $DeptID-New$ = 'DEPTID' which just feels wrong to me. Below is more detail 
to clarify my examples.

Form A: field DeptID-New
Form B: field DEPTID

There is a filter on form A that does a set fields which reads its value from 
form B. I believe the proper syntax if I want to match the department ID fields 
between the forms is this:
'DEPTID' = $DeptID-New$

>From there the set fields action can copy values from the matching record in 
>form B into the fields of form A.


Thanks,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[Rick Westbrock]

I didn’t notice that, do you think the space may need to be URL-encoded into 
%20? Personally I still think it’s the browser security but this is one other 
trick to try, you’d have to add an extra action before the run process to do 
the replacement but if that works then you would need to write (or find) a 
function to URL encode all characters that are not HTML  compliant.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Friday, October 10, 2014 6:01 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
I’m not sure if this is the issue, but since your address contains a BLANK, 
have you tried quotes around the URL?
HTH,
Joel
Joel Senderjdsen...@earthlink.net
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sinclair, Keith
Sent: Friday, October 10, 2014 1:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
Sadly, I tried that one.

Same issue – nothing happens in web browser.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, October 10, 2014 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
Why not just add the URL to a line of text on a button?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, October 10, 2014 3:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
Disclaimer: I haven't messed around with this for a while, so it might take 
some tinkering.

Stuff below taken from here:

http://stackoverflow.com/questions/4679756/show-a-pdf-files-in-users-browser-via-php-perl

If you have PHP on your web server you can directly display a PDF doing 
something like this:




William Rentfrow
wrentf...@stratacominc.com
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Friday, October 10, 2014 1:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
The last thing I want to do is muddy the issue, but this rings a faint bell 
about browser security.

It has been awhile and I can't recall the specifics, but maybe it will jog 
someone else's memory. It was something about trying to open a file on a local 
path that the browser (by default) viewed as malicious activity and either did 
nothing, or 404'd as a result.

It may not be applicable, but just in case.

-JDHood

On Fri, Oct 10, 2014 at 1:30 PM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Using the URL directly in Chrome does work, also in IE. However, trying to call 
it from an AL using the Perform…URL, etc. it doesn’t do anything. Driving me 
nuts…

Logs still are showing that AL fired:

ActiveLink Start:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View 
- Fri Oct 10 2014 12:25:25 PM ms 271
True actions:
action 0
Run Process: PERFORM-ACTION-OPEN-URL 
\\pwfil01\Public\IT HD\DocTest\S80039514.pdf
ActiveLink End:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View - 
Fri Oct 10 2014 12:25:25 PM ms 271
EVENT End:- Button/Menu Field |  Site Other(536870948)  | 
ST:SiteInformation/Default Admin View   Fri Oct 10 2014 12:25:25 PM


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Friday, October 10, 2014 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
I just used the following url in chrome

file://server/share/something.log

if you try to specify the url in question, does it open manually?  What does 
the log show?

On Fri, Oct 10, 2014 at 10:43 AM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Never mind, I stand corrected. This will work in the client tool but I cannot 
get it to run in Chrome or IE10 for the life of me. IE10 does nothing. Chrome 
opens up a blank window. All browser settings have been reset back to stock and 
pop up blockers are completely off.

From: Sinclair, Keith
Sent: Friday, October 10, 2014 10:27 AM
To: arslist@ARSLIST.ORG
Subject: SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

I agree with Fred, as well.

Looks like the “file://” did the trick. I had forgotten that was an option for 
browsers. Now my battle is for the file location folder permissions as I tried 
it on a p

Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

[Rick Westbrock]

When trying to call cmd.exe you might be running into a security problem in the 
browser. Modern browsers really don’t like to allow execution of outside 
programs directly from a link because that’s an easy way to run malware etc. 
This could be true for calling the file:// prefix as well since that would 
require opening Windows Explorer. Just a theory and I don’t know that there is 
actually a way around that particular problem. The WUT does not have this 
restriction that I am aware of.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sinclair, Keith
Sent: Friday, October 10, 2014 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
 Yes, you are correct. I copied the wrong part of the log. This was 
the correct one:

ActiveLink Start:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View 
- Fri Oct 10 2014 12:14:46 PM ms 493
True actions:
action 0
Run Process: PERFORM-ACTION-OPEN-URL new 
file://pwfil01/Public/IT HD/DocTest/S80039514.pdf
ActiveLink End:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View - 
Fri Oct 10 2014 12:14:46 PM ms 493
EVENT End:- Button/Menu Field |  Site Other(536870948)  | 
ST:SiteInformation/Default Admin View   Fri Oct 10 2014 12:14:46 PM

I was showing a colleague how it all works fine and dandy in the user tool but 
not in a web browser and was swapping between two ALs being enabled/disabled.

As an alternative, I tried to run a cmd.exe start //filepath/…/… session, which 
again worked in the Client Tool, but gave me an error in web browsers.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, October 10, 2014 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
yes...but your Log you just posted is showing \\server not 
file://server.

On Fri, Oct 10, 2014 at 11:30 AM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Using the URL directly in Chrome does work, also in IE. However, trying to call 
it from an AL using the Perform…URL, etc. it doesn’t do anything. Driving me 
nuts…

Logs still are showing that AL fired:

ActiveLink Start:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View 
- Fri Oct 10 2014 12:25:25 PM ms 271
True actions:
action 0
Run Process: PERFORM-ACTION-OPEN-URL 
\\pwfil01\Public\IT HD\DocTest\S80039514.pdf
ActiveLink End:- ST:SI-OpenSiteOther | ST:SiteInformation/Default Admin View - 
Fri Oct 10 2014 12:25:25 PM ms 271
EVENT End:- Button/Menu Field |  Site Other(536870948)  | 
ST:SiteInformation/Default Admin View   Fri Oct 10 2014 12:25:25 PM


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Friday, October 10, 2014 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: NOT SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

**
I just used the following url in chrome

file://server/share/something.log

if you try to specify the url in question, does it open manually?  What does 
the log show?

On Fri, Oct 10, 2014 at 10:43 AM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
Never mind, I stand corrected. This will work in the client tool but I cannot 
get it to run in Chrome or IE10 for the life of me. IE10 does nothing. Chrome 
opens up a blank window. All browser settings have been reset back to stock and 
pop up blockers are completely off.

From: Sinclair, Keith
Sent: Friday, October 10, 2014 10:27 AM
To: arslist@ARSLIST.ORG
Subject: SOLVED: PERFORM-ACTION-OPEN-URL to open internal network site

I agree with Fred, as well.

Looks like the “file://” did the trick. I had forgotten that was an option for 
browsers. Now my battle is for the file location folder permissions as I tried 
it on a publicly accessible network directory/file and was able to open it, but 
not my original document.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, October 10, 2014 9:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: PERFORM-ACTION-OPEN-URL to open internal network site

**
I agree with Fred

On Fri, Oct 10, 2014 at 7:54 AM, Sinclair, Keith 
mailto:ksincl...@shoppertrak.com>> wrote:
**
So, I have a button that fires an AL with Run Process: PERFORM-ACTION-OPEN-URL 
\\NETWORK\Public\Site Management\Site 
Documents\$Site ID$.pdf.

When I click on the button, nothing happens. The AL does fire, according to the 
logs.

If I change the OPEN-URL to http://www.msn.com, it works. The button opens up 
MSN in a new browser window.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Friday, October 10, 2014 8

Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)

[Rick Westbrock]

I believe Tim is correct but the names that BMC chose may be causing confusion. 
Feel free to correct me if I am wrong but Smart IT is the new interface 
released for agents working Incidents and Work Orders (focused on Tier 1 roles 
for now if I am not mistaken) and is included in the ITSM suite at no 
additional cost.

My IT on the other hand is the end-user facing solution that has been out for 
quite some time as a sort of SRM front-end and is licensed separately at 
additional cost. I think that with the names so similar it is too easy for 
people to get them confused with each other right now (but I am sure that will 
change rather quickly).


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, October 07, 2014 7:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which 
is compatible back to ITSM 7.6.04 SP2…..

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Tuesday, October 07, 2014 9:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
I like it, it appears cool.
however... it costs extra. Unless I am wrong..
I think personally it should just come with the product, and it helps with the 
compatition - SNOW
My opinion

On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug 
mailto:doug_muel...@bmc.com>> wrote:
**
BMC and the Remedy ITSM team are pleased to announce our next generation Remedy 
IT Service Management experience, Remedy with Smart 
IT.

Smart IT provides Remedy users an entirely new experience! An experience that 
is intelligent, mobile and beautiful.

Intelligent Interactions:

More insight, less effort. Formless interactions and data-driven insights make 
for a more productive and knowledgeable staff.

Beautiful Experience:

More functionality. Fewer clicks. Faster learning and higher user adoption 
provide better customer satisfaction with a modern user experience.

Mobile First:

Same service desk, any device. Get responsive service delivery from anywhere. 
Always up to date with instant access even while remote.

Collaborative Knowledge:

Real-time, every time. Embrace a new paradigm where knowledge is enabled not 
only by articles, but through instant service desk collaboration.

To read more information on how to get started with Remedy with Smart IT follow 
this 
link.

The Remedy ITSM team is excited to be a major part of this year’s BMC Engage 
user conference. We understand that not everyone can join us in-person at 
Engage.  However, you can still learn about Smart IT from the comfort of your 
own desk or home as we bring the Remedy @ Engage experience to you via live 
streaming video. Key members of the Remedy team, including Robin Purohit - ITSM 
President, will host a special, live session at noon EST on October 15th 
introducing Remedy with Smart IT.

Register here to join the BMC Remedy 
team 
as we celebrate the release of this fantastic new Remedy experience that 
provides every customer a smarter service desk.



Although this particular announcement is focused on the packaged applications, 
there is a lot going on with the platform as well.  All of the work that is 
being done to enable the new Smart IT approach is being done within the 
platform and will therefore be available for anyone doing customizations or 
building custom applications.  All changes in the AR System or mid-tier will be 
available in an upcoming release.  And work is under way to further expand 
access to the mobile interfaces that are being introduced.

There will be a number of discussions at Engage around some of the new 
capabilities both short and longer term that are coming to the platform that 
enable the Smart IT improvements and that will be available for custom builds 
and customization/extension of the applications as needed.  There are some 
pretty interesting things coming in the next couple of releases to assist with 
customizations and significantly simplifying
merging your changes with ones that BMC is making and with adding capabilities 
to make your custom application that much more powerful.


Regards,

BMC & Remedy Teams

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



--
Patrick Zandi
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC:Engage and the ARSlist

[Rick Westbrock]

I’m actually happy to see that even the big guys miss some of the smaller 
details once in a while. ☺

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tami Palacky
Sent: Tuesday, October 07, 2014 1:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC:Engage and the ARSlist

**
thank you Doug, Doug and Doug.

Rick -- come on.  you cannot possibly expect them to be proactive can you?

On Friday, October 3, 2014 1:09:50 PM UTC-4, arslist owner wrote:
**
Side Note: Just came across the 1996 schedule for RUG, about the same length 
and structure of Engage this year. Of course it had Ask Management, the one 
major piece that has vanished over time.

I have a new lot of WWRUG ARSlist pins being shipped to the conference. For 
those of you that have lost yours or never had one just find me and ask, I will 
keep some with me.
There may be another distribution method, haven’t asked for approvals yet, if I 
get another route I will let you know.

One week to go!

I look forward to seeing everyone.

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

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Re: Engage and the ARSlist

[Rick Westbrock]

I was mildly amused when I clicked the link and the banner below the idle video 
player is still the old blue bmcsoftware logo. ;)

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hynes, Douglas
Sent: Tuesday, October 07, 2014 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: Engage and the ARSlist

**
Here ya go:

http://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html

The other other Doug

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Doug Blair
Sent: Tuesday, October 07, 2014 1:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: Engage and the ARSlist

**
Only slightly off-topic, but the subject line is relevant

For those who cannot make it to the Engage conference, I just received email 
that indicates that there will be a live video feed for the "Remedy Launch" 
session at noon EST on Wednesday, October 15.  One can register and get a link 
for the video which one would expect to contain some very interesting demos.  
After all, "Launch" doesn't happen every day ;-)

My link was, I'm sure, coded to my home email address, so I won't post it here, 
but perhaps one of our BMC readers could send something we can click to the 
list?

And we'll ignore the detail that the US east coast will still be on EDT

Doug (the other Doug)


On Oct 4, 2014, at 11:59 AM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:

**
Wow time flies.

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel
Sent: Friday, October 03, 2014 1:10 PM
To: arslist@ARSLIST.ORG
Subject: BMC:Engage and the ARSlist

Side Note: Just came across the 1996 schedule for RUG, about the same length 
and structure of Engage this year. Of course it had Ask Management, the one 
major piece that has vanished over time.

I have a new lot of WWRUG ARSlist pins being shipped to the conference. For 
those of you that have lost yours or never had one just find me and ask, I will 
keep some with me.
There may be another distribution method, haven't asked for approvals yet, if I 
get another route I will let you know.

One week to go!

I look forward to seeing everyone.

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



Doug

--
Doug Blair
d...@blairing.com
+1 224-558-5462


[cid:image001.png@01CFE22E.B7613D90]
ITILv3

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

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Re: Hude Login ID Conversion

[Rick Westbrock]

This utility for finding strings anywhere in the database might help you show 
how difficult that task would be:
Simple Utility for finding strings in database: 
https://communities.bmc.com/docs/DOC-33105

It won’t change the data for you but if you enter run it twice (once for a 
login ID and once for a corporate ID) you may be surprised at how many places 
such data might be squirreled away. I would run it against a non-production 
server if at all possible though since I don’t know what kind of performance 
hit it might cause.

-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Monday, September 29, 2014 10:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Hude Login ID Conversion

**
I would recommend

https://rrr.se/cgi/tools/main?tool=rrrLoginConv

On Mon, Sep 29, 2014 at 11:02 AM, Frank Caruso 
mailto:caruso.fr...@gmail.com>> wrote:
ITSM 764 sp2, Oracle, Weblogic

We have been asked to determine the difficulty/feasibility in converting all 
Login IDs and Corporate IDs to new values. The unique values currently used 
must be eliminated from "every" field in the application: Submitter, Last 
Modified By, contained within a notes/description field and all custom forms. 
We have over 1 million HPD records and millions of other ancillary tables; 
audit, work log, assignments, searches, etc. I looked at the Data Wizard 
Console (DWC) and it does allow Login IDs to be changed; it appears to search 
across 408 tables in ITSM. But it does not handle corporate id, can only be run 
for a single ID, does not search inside text fields and does not handle custom 
forms. It also looks like a process that will take a very long time to run.

Looking for any thoughts on performing such a task; maybe some tricks other 
have come up?

Thank you.

Frank Caruso

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Has anyone installed 8.1.02 yet?

[Rick Westbrock]

I am preparing to install a fresh ARS/ITSM 8.1 environment and see that version 
8.1.02 of ARS was just released less than a month ago. Does anyone have this 
installed in the field and have any thoughts on stability? I am hoping that it 
might actually be a better release to install than 8.1.01 but it may be too 
soon to tell. I would hate to do a fresh install next month and have to start 
patching ARS immediately.

I have the same questions about ITSM 8.1.02 as it has the same release date (at 
least for Service Desk, I haven't looked at CM or Asset yet). I am a little 
leery of installing software that is only two weeks old as of now (although it 
will be 2-3 weeks before I actually get to start the installation process).


Thanks,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: Resolved Tickets

[Rick Westbrock]

Thanks Jason, I have used Misi’s version of the tool in the past and had a 
brain cramp the other day where I couldn’t find it on the site. Being able to 
write a simple config file for that utility to call made it almost trivially 
easy to insert a new value into an enumerated field. It was a lifesaver for me 
several years ago where our custom help desk form had something like 14 
different values in the Status field and management was adamant about adding a 
new one smack in the middle of the list.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Friday, September 12, 2014 4:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
You had the letters right just in a different order :)  archgsel:
https://communities.bmc.com/docs/DOC-1074

I didn't find an recent version of archgsel so it is probably better to go with 
the RRR tool rrrSelectionChange
https://rrr.se/cgi/tools/main?tool=rrrSelectionChange

Jason


On Fri, Sep 12, 2014 at 10:49 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Is that a customized version of the ITSM Incident form or is a completely 
custom form? If the latter then as a long-term solution I would suggest that 
you get buy-in to add Resolved as a value in the Status menu and build workflow 
as mentioned before to auto-close Resolved tickets after an interval of time. 
This will be a major change to the process flow but may be worth the effort.

The best way to do this is to use the utility which allows you to insert a new 
value in an enumerated field and will adjust all existing records in the form 
as needed to accommodate the change. I can’t remember the name of the program 
off the top of my head, I thought it was something like arselchg but that isn’t 
quite right. I am sure someone else on the list will know the correct name 
though.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:57 PM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Resolved Tickets

**
Hi JD,  you are right, agreed with you. The reason is that the customised form, 
don't have the resolved status, and jumped yo closed.  No one knew why that was 
done long long time ago.
I am still struggling to INSERT back the status , or build the "reborn" button.

Hi Joel,

Your guessing are right, too. The customer got a system tight-in so don't want 
to change the initial-ticket-id, so as to "highlight" the lengthy outage time.  
The engine don't want repeat cases, we all knew how-troublesomely about the 
repeat cases to management.

So, I need to fix the situation, and thanks to have this arslist for 
mind-sharing.

Any other suggestions are welcome.

Thanks,
Omega LiPO
omegal...@gmail.com<mailto:omegal...@gmail.com>

From: Joel Sender<mailto:jdsen...@earthlink.net>
Sent: ‎12/‎9/‎2014 3:16
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Resolved Tickets
**
I agree with the previous responses: Closed is Closed – no re-opening.
It sounds like you have a REQUESTER issue.
Insisting upon re-opening the original will actually work against the Requester.
A new, related case will first have to determine if the SAME problem has 
resurfaced.
If the problem was, for example, the inability to print, the root cause may 
originally be ‘out of paper’,
But the next occurrence could have been a lack of ink/toner, unplugged cable, 
or a broken printer.
Even if it’s the same symptom & root cause, a new ticket will create MORE 
visibility of a repetitive Problem than a re-open.
Of course, if they insist and pull rank, open a Change Request to become LESS 
ITIL compliant & see what happens ;-)
HTH,
Joel
Joel Senderjdsen...@earthlink.net<mailto:jdsen...@earthlink.net>
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood
Sent: Thursday, September 11, 2014 11:17 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Resolved Tickets

**
"...Thus, thinking to have a super button called "reborn" to allow super-admin 
to rollback , only the status, to 1-step before closed status, likely pending 
or wip.  I knew it is "evil", but... Any good suggestion, except open a new 
ticket. .."

Well, when set to resolved, a timer initiates that will cause the system to 
automatically close the ticket after a number of days that you can configure 
(5, 10, 15, whatever # of days).

In the meantime, the customer is sent a notification that the ticket is 
resolved and they should confirm the resolution. You can even add to the 
notification that the ticket will auto-close in "x" days to *remind* the 
customer.

If they DO contact you within the t

Re: Resolved Tickets

[Rick Westbrock]

siness should be able to declare a ticket closed. Period. 
Fini. Done. I see no compelling business reason to re-open a "closed" ticket 
when you can leave them in "resolved" with ample opportunity for the customer 
to confirm and re-open within a *reasonable* amount of time.

So, given all of the above, can you share the reason why your customer *must* 
be allowed to re-open a "closed" ticket?

Thanks!
-JDHood


On Thu, Sep 11, 2014 at 11:41 AM, Omega LiPO 
mailto:omegal...@gmail.com>> wrote:
**
Agreed, resolved:yes, closed:no.
But... My client workflow, don't have resolved status.

Thus, thinking to have a super button called "reborn" to allow super-admin to 
rollback , only the status, to 1-step before closed status, likely pending or 
wip.

I knew it is "evil", but... Any good suggestion, except open a new ticket.

Many thanks, and sorry for shifting the original question.

From: Rick Westbrock<mailto:rwestbr...@24hourfit.com>
Sent: ‎11/‎9/‎2014 23:30

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Resolved Tickets
**
I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.

I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Resolved Tickets

**
What-if re-open a closed ticket insisted by customer as the symbol re-occurred.

A bit of from the headline. Any suggested on rollback the status. Or any gotcha?

Please be advised, many thanks
// Omega LiPO

From: Rick Cook<mailto:remedyr...@gmail.com>
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Resolved Tickets
**
Yes.

Rick Cook

On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall 
mailto:arslist.n...@gmail.com>> wrote:
**
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

Roger A Nall
_ARSlist: "Where the Answers Are" and have been for 20 years_

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RESOLVED: E-mail engine not getting POP3 messages (Linux) but not logging errors

[Rick Westbrock]

I finally got some scripting to do exactly what I needed. I did it the kludgy 
way for now but it works. I first had to use Autoexpect to help me build a 
script to connect to the mailbox via openssl s_client, then issue the STAT 
command to get the message count. I tweaked that Expect script and used the 
log_file command to send the output to a text file.

I then wrote a BASH script that first calls the Expect script, then parses the 
resulting text file to get out the number of messages queued up; if that is 
greater than zero then it uses mailx to send me an alert so that I can bounce 
the e-mail engine. Phase two will be modifying the script so that it will 
bounce the e-mail engine and just send an informational (instead of actionable) 
e-mail to notify me that there had been messages queued but the engine was 
restarted.

Of course the problem hasn’t reoccurred since my last message on 9/5. I did get 
a successful test last night though, I put the script in the crontab to run 
every one minute and since the e-mail engine only polls the mailbox every two 
minutes I got several alerts overnight. In the future I will investigate using 
Ruby or Perl instead so that I can leverage existing POP3 libraries but for now 
this addresses my problem (even if it isn’t in the most elegant manner). My 
script is now running every ten minutes which gives the e-mail engine at least 
four tries to pull down messages.

In case anyone is curious the STAT command returns this sort of output 
(including the line break) where the first integer is message count and the 
second is total size:
stat
+OK 14 3561

That made it slightly more difficult to parse out what I needed which is the 
first integer after the OK. I ended up chaining two awk commands together to do 
it.

awk '/stat/,/+OK/' $ETC_DIR/output.txt | awk '{print $2}'


-Rick


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Friday, September 05, 2014 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Theo-

Actually that is a good solution and we have something almost exactly like that 
in place. That works well in restarting the service and since our script sends 
a notification I know that it fires off every week or two (we don’t have very 
much e-mail volume). My current issue is that our script doesn’t catch the fact 
that the engine is not pulling down the messages so it never stops the service.

That being said the script predates me here so I need to read it through and 
see if it references the specific string you mentioned. If not that might be my 
magic bullet.

Thanks for the suggestion!

Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse (GMail)
Sent: Wednesday, September 03, 2014 11:29 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Rick,

We were also running 7.1 on RHEL up until a couple of weeks ago, and also had 
to deal with reliability issues with the Remedy Email Engine stopping to 
process mail without any warning or without inscriptions in the debug log that 
points to any real issues or leads to what the issue might be….. very 
frustrating……

We send and receive a lot of e-mail to/from our Remedy server and users have 
become quite dependant on the e-mails (against our better advice), so we got 
into a lot of hot water every time someone discovered that mail was not being 
processed.
This meant that we had to log a daily maintenance call for whoever’s turn it is 
to be on standby for the week to restart the Remedy Email Engine and babysit 
the Email Engine to clear out the unprocessed mail queue. This was NOT fun……

In response to this I implemented a workaround and our Remedy Email Engine woes 
disappeared….
Emails continued to be processed 24/7 and we did not get lambasted any more by 
angry users about emails not being sent/received.

This workaround was quite simple to implement:


1)  Configure the Remedy Email Engine to write to the debug log.

2)  Write a small shell script to monitor the debug log file for 
inscriptions of “/221 2.0.0 Service closing transmission channel” and kill the 
Email Engine process once the inscriptions appear.

(Since the Email Engine is taking a nap for a while when it writes this line to 
the log, it means that you are not killing it whilst it is busy processing 
mail.)

Old Faithful ARMonitor will do it’s job immediately and start the Email Engine 
right up again (unless your email engine is running on a different server from 
your ARSystem server – then your script will have to start the Email Engine up 
again).

3)  Schedule the script as a cron job to run once an hour.

This is not the most desirable or elegant method, and some might call it crude, 
but it has the 

Re: Resolved Tickets

[Rick Westbrock]

I believe that you must open a new ticket and related it to the closed ticket. 
That helps build a history and provides impetus to possibly create a Problem 
record.

I assume that you plan on re-opening the ticket by exporting to an ARX file, 
massaging the data and importing back into the system but I can’t tell you what 
side-effects that might cause.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Omega LiPO
Sent: Thursday, September 11, 2014 8:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets

**
What-if re-open a closed ticket insisted by customer as the symbol re-occurred.

A bit of from the headline. Any suggested on rollback the status. Or any gotcha?

Please be advised, many thanks
// Omega LiPO

From: Rick Cook
Sent: ‎11/‎9/‎2014 21:47
To: arslist@ARSLIST.ORG
Subject: Re: Resolved Tickets
**
Yes.

Rick Cook

On Thu, Sep 11, 2014 at 6:36 AM, Roger Nall 
mailto:arslist.n...@gmail.com>> wrote:
**
For all of you working with ITSM Remedy, can a Resolved ticket be re-opened?

Thanks,

Roger A Nall
_ARSlist: "Where the Answers Are" and have been for 20 years_

_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: E-mail engine not getting POP3 messages (Linux) but not logging errors

[Rick Westbrock]

Theo-

Actually that is a good solution and we have something almost exactly like that 
in place. That works well in restarting the service and since our script sends 
a notification I know that it fires off every week or two (we don’t have very 
much e-mail volume). My current issue is that our script doesn’t catch the fact 
that the engine is not pulling down the messages so it never stops the service.

That being said the script predates me here so I need to read it through and 
see if it references the specific string you mentioned. If not that might be my 
magic bullet.

Thanks for the suggestion!

Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Theo Fondse (GMail)
Sent: Wednesday, September 03, 2014 11:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Rick,

We were also running 7.1 on RHEL up until a couple of weeks ago, and also had 
to deal with reliability issues with the Remedy Email Engine stopping to 
process mail without any warning or without inscriptions in the debug log that 
points to any real issues or leads to what the issue might be….. very 
frustrating……

We send and receive a lot of e-mail to/from our Remedy server and users have 
become quite dependant on the e-mails (against our better advice), so we got 
into a lot of hot water every time someone discovered that mail was not being 
processed.
This meant that we had to log a daily maintenance call for whoever’s turn it is 
to be on standby for the week to restart the Remedy Email Engine and babysit 
the Email Engine to clear out the unprocessed mail queue. This was NOT fun……

In response to this I implemented a workaround and our Remedy Email Engine woes 
disappeared….
Emails continued to be processed 24/7 and we did not get lambasted any more by 
angry users about emails not being sent/received.

This workaround was quite simple to implement:


1)  Configure the Remedy Email Engine to write to the debug log.

2)  Write a small shell script to monitor the debug log file for 
inscriptions of “/221 2.0.0 Service closing transmission channel” and kill the 
Email Engine process once the inscriptions appear.

(Since the Email Engine is taking a nap for a while when it writes this line to 
the log, it means that you are not killing it whilst it is busy processing 
mail.)

Old Faithful ARMonitor will do it’s job immediately and start the Email Engine 
right up again (unless your email engine is running on a different server from 
your ARSystem server – then your script will have to start the Email Engine up 
again).

3)  Schedule the script as a cron job to run once an hour.

This is not the most desirable or elegant method, and some might call it crude, 
but it has the end result of emails being processed 24/7 without fail and keeps 
angry users off our backs….


Best Regards,
Theo


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: 02 September 2014 20:00
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
With a suggestion from Laurent on BMC Communities I realized that I should have 
just searched for POP3 commands to find what I need and then write a quick BASH 
script to log into the mailbox (hopefully I can to it via SSH instead of 
telnet) and then if the result of the LIST command is greater than zero fire 
the alert. Since the e-mail engine does a POP3 poll every two minutes I can run 
my script every 10 minutes to minimize false positives. In fact it looks like 
maybe just doing the login should tell me the number of messages. Once I get 
this written I will post my results in case anyone else might benefit from it.

Incidentally the same thing happened on Friday night and I caught it when I got 
back  in the office this morning by visually inspecting the mailbox. I have a 
feeling the problem may be related to the fact that this particular mailbox is 
hosted by Microsoft in the cloud. :/

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, August 29, 2014 6:22 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
You can do the same thing I have listed in reverse (I do that also)

Change the Count to find out if there have been any inbound in the last x 
minutes and if not then send an email

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, August 28, 2014 5:39 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Thanks for all the helpful suggestions. Our outbound e-mai

Re: E-mail engine not getting POP3 messages (Linux) but not logging errors

[Rick Westbrock]

With a suggestion from Laurent on BMC Communities I realized that I should have 
just searched for POP3 commands to find what I need and then write a quick BASH 
script to log into the mailbox (hopefully I can to it via SSH instead of 
telnet) and then if the result of the LIST command is greater than zero fire 
the alert. Since the e-mail engine does a POP3 poll every two minutes I can run 
my script every 10 minutes to minimize false positives. In fact it looks like 
maybe just doing the login should tell me the number of messages. Once I get 
this written I will post my results in case anyone else might benefit from it.

Incidentally the same thing happened on Friday night and I caught it when I got 
back  in the office this morning by visually inspecting the mailbox. I have a 
feeling the problem may be related to the fact that this particular mailbox is 
hosted by Microsoft in the cloud. :/

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Friday, August 29, 2014 6:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
You can do the same thing I have listed in reverse (I do that also)

Change the Count to find out if there have been any inbound in the last x 
minutes and if not then send an email

Fred


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, August 28, 2014 5:39 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
Thanks for all the helpful suggestions. Our outbound e-mail is SMTP so it is 
decoupled from the inbound mail which is where I’m having the problem. I guess 
what I am looking for is really something I can run from a different server 
that can check the number of messages in the mailbox via POP3 without pulling 
any of them down. If the check only runs every 10 minutes then the Remedy 
e-mail engine will have had four chances to pick up the messages and I could 
trigger an alert on that. I’ll have to exercise some good-old fashioned 
Google-fu to see what I can come up with.

The frustrating part is that there was nothing logged at all, the engine just 
failed to grab the messages. I had already thought of calling an external 
script to use sendmail to send the alert for queued up outbound messages but 
fortunately that isn’t a problem.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Thursday, August 28, 2014 10:51 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: E-mail engine not getting POP3 messages (Linux) but not logging 
errors

**
I essentially do the same thing as Fred, but since we have Windows servers, I 
use powershell to send the email, if it helps anyone:
powershell -command Send-MailMessage -smtpServer  -to $Char Param 
01$ -from $SERVER$@ -subject \"=== ALERT === AR System Email 
Messages Count: $z1D Integer 01$ ($SERVER$)\" -body \"$z1D Char 01$\"

A set fields prior to this run process sets the char field for the body.  I 
also have similar filters to check for Application Pending records that might 
not be processing and a few other things.  It's all attached to an "Automation" 
form, with separate records and filters for the things I'm checking.

Thad

On Thu, Aug 28, 2014 at 10:30 AM, Grooms, Frederick W  wrote:
**
This is how I do it…

First … I have a form with only a single record in it that we use to hold 
configuration info

I have an escalation that runs against this “Config” form that set’s a Display 
only field to trigger filter workflow.  The filter workflow does:
Filter 1   xxxyyyzzz-1 Check_Counts
Set Fields
zTmp_Integer_1  =  $SERVERTIMESTAMP$
SQL Set Fields
zTmp_Integer_2 =  SELECT COUNT(*) from 
AR_SYSTEM_EMAIL_MESSAGES WHERE MESSAGE_TYPE = 1 AND SEND_MESSAGE = 1 AND 
CREATE_DATE <= ($zTmp_Integer_1$ -  150)

Filter 2   xxxyyyzzz-2 SendEmail
Run-If  ‘zTmp_Integer_2’ > 25
Set Fields
zTmp_String_1 = $PROCESS$  echo "Subject: 
Email Count Error
   Server $SERVER$ has $zTmp_Integer_2$ messages waiting to send
   .
   " | /usr/lib/sendmail  
ema...@mydomain.com,ema...@mydomain.com<mailto:ema...@mydomain.com,ema...@mydomain.com>


Filter 1 gets me a count of Emails waiting to send that are at least 2 1/2 
minutes old.
Filter 2 says if there are more than 25 emails waiting to send alert people 
using sendmail

This is the same basic logic I use to monitor other parts of the system, except 
instead of using sendmail I push to the email messages form

F

Re: ARInside 3.1.1 released

[Rick Westbrock]

Based on this line from the release notes it sounds like it should probably 
work fine on 6.3. Kudos to John for writing a bug fix for an ancient version of 
ARS. :)

D - fixed a crash while running ARInside on a 5.x server (#133)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, September 02, 2014 2:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.1.1 released

Hi,

It should be backward compatible. Just try it, you should get an error 
immediately if it does not work.

Best Regards - Misi, RRR AB, http://rrr.se

> I wonder if this version supports ARS v6.3 ? Otherwise, which is the 
> version for supporting ARS V6.3.
>
> Many thanks.
>
> OmegaLi
>
>
> 2014-09-01 22:13 GMT+08:00 Luthgers, John :
>
>> **
>>  Hello List,
>>
>> today I’m announcing the release of ARInside 3.1.1. The 3.1.x version 
>> focuses on redesign of the documentation layout and more dynamic 
>> functionality. Currently only the schema page is redesigned but 
>> everything else will follow and will receive further improvements. 
>> And it has updated support for ARS version 8.1.
>>
>> You could find the download and the changes of this version at the 
>> ARInside website (http://arinside.org).
>>
>> -John-
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> __
> _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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>

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Re: ARInside 3.1.1 released

[Rick Westbrock]

I will second that, this is an extremely useful tool for me and I really 
appreciate your efforts to keep it alive and kicking. 

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, September 01, 2014 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARInside 3.1.1 released

Hi,

I have not tried it yet, but thank you for keeping up the good work and keeping 
ARInside up to date after Stefan Nerlich moved on to other projects!

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

> Hello List,
>
> today I’m announcing the release of ARInside 3.1.1. The 3.1.x version 
> focuses on redesign of the documentation layout and more dynamic 
> functionality. Currently only the schema page is redesigned but 
> everything else will follow and will receive further improvements. And 
> it has updated support for ARS version 8.1.
>
> You could find the download and the changes of this version at the 
> ARInside website (http://arinside.org).
>
> -John-
>

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Re: E-mail engine not getting POP3 messages (Linux) but not logging errors

[Rick Westbrock]

 kill it when it wasn't 
responding, regardless of if you were in a server group or not.

Right now we just check it intermittently and hope for the best.  Fortunately 
our email volume is high enough that our customers usually notice within an 
hour or two.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Thursday, August 28, 2014 10:25 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: E-mail engine not getting POP3 messages (Linux) but not logging errors

**
Hi all-

I had an interesting issue today and wondered if someone else had run into it 
before. I am running my e-mail engine (7.1) on a Linux server (RHEL 5.10) and 
using POP3 to get messages from a remote mail server. Normally if there’s a 
problem the Email Error form fills up with connection errors but this time it 
failed to pull down messages for over 24 hours but never logged an error.

I used the emaild.sh script with the stop parameter to kill the process and 
normally it stops it immediately, then a monitoring script sees that it isn’t 
running and starts it up again. However today the stop script appeared to hang 
and after five minutes I finally did a kill -9 on the PID to kill the process. 
The monitoring script started it back up immediately with a new PID and it 
processed the 124 waiting messages via POP3 within 30 seconds.

Any ideas what would cause the engine to hang without logging an error? Any 
suggestions on how to monitor and alert on this situation? To date I have just 
been visually looking at the Inbox via Outlook on my local machine to make sure 
there are no messages waiting (the e-mail engine polls every two minutes) but 
that is obviously not an optimal solution. Apparently I forgot to check it 
yesterday, hence the 24 hour backup of messages.

Thanks in advance,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.


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E-mail engine not getting POP3 messages (Linux) but not logging errors

[Rick Westbrock]

Hi all-

I had an interesting issue today and wondered if someone else had run into it 
before. I am running my e-mail engine (7.1) on a Linux server (RHEL 5.10) and 
using POP3 to get messages from a remote mail server. Normally if there's a 
problem the Email Error form fills up with connection errors but this time it 
failed to pull down messages for over 24 hours but never logged an error.

I used the emaild.sh script with the stop parameter to kill the process and 
normally it stops it immediately, then a monitoring script sees that it isn't 
running and starts it up again. However today the stop script appeared to hang 
and after five minutes I finally did a kill -9 on the PID to kill the process. 
The monitoring script started it back up immediately with a new PID and it 
processed the 124 waiting messages via POP3 within 30 seconds.

Any ideas what would cause the engine to hang without logging an error? Any 
suggestions on how to monitor and alert on this situation? To date I have just 
been visually looking at the Inbox via Outlook on my local machine to make sure 
there are no messages waiting (the e-mail engine polls every two minutes) but 
that is obviously not an optimal solution. Apparently I forgot to check it 
yesterday, hence the 24 hour backup of messages.

Thanks in advance,
Rick

_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: Wrong escalation execution time

[Rick Westbrock]

I thought undeclared escalations went into pool 1 by default as well. That 
being said I would agree that if you are going to the trouble to create 
separate pools it would be worth the effort IMO to analyze all your escalations 
and parse them out into separate pools based on scheduled execution time and 
expected run time to prevent bottlenecks. I have done that myself but only for 
custom escalations, not any of the ITSM workflow.

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, August 20, 2014 8:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Wrong escalation execution time

**
William,
I have never seen that, I have experienced that any escalation that doesn't 
have a pool defined runs in pool 1 (legacy style)do you have a workable 
example of a non-pooled escalation jumping to a pool other than 1?

On Wed, Aug 20, 2014 at 8:46 AM, William Rentfrow 
mailto:wrentf...@stratacominc.com>> wrote:
**
There's one other thing that can be really vexing when dealing with this 
problem.

Let's decide you go multi-threaded.  You put your escalation that needs to run 
every minute on a new pool (thread) of #4.  You set some of the others to 1, 2, 
and 3.

But...if you leave ANY of the escalations undeclared for which pool they should 
use, they still CAN use #4, and mess up your escalation.  I've seen that happen 
quite a few times.

So basically - if you are going to define a pool for one escalation - you might 
as well do it for ALL of the escalations.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian 
Goralczyk
Sent: Tuesday, August 19, 2014 6:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Wrong escalation execution time

**
One of the tricks that I have found to help is to look at the number of records 
that are in the table and how many are returned by your escalation.  Then 
decide what is being done to them and does it need to be single threaded?  If 
not, and you just need the escalation to schedule the work it might be 
something that you can turn multi-threaded in the way it runs by having an 
escalation for that has one record and performs a push to all the matching 
records.

I can go into this deeper if anyone prefers.  But it can definitely improve the 
performance of escalations.

Brian Goralczyk

On Tue, Aug 19, 2014 at 1:15 PM, Doug Blair 
mailto:d...@blairing.com>> wrote:
**
Mahmoud,

I have done quite a bit of fiddling with just this situation.

Simply put, out-of-the-box the Escalation process is single threaded, which 
means that with no further adjustments only one escalation can operate at any 
given time. A long running escalation will delay the start of others, and a 
very long running escalation can cause some cases of the shorter ones to be 
skipped entirely.

To fix this you can add threads to the escalation process (390603). This will 
allow more than one escalation to run at the same time. This will allow more of 
your escalations to complete without blocking each other, but still might allow 
some to be delayed.

There is also the chance that some escalations depend on other escalations to 
be completed before they will do what is expected. The notification engine has 
a couple cases like this.  These sorts of escalations can be grouped together 
using escalation pools.

Please do not be tempted to add one thread or pool for every escalation! That 
would work, but would waste a lot of resources and potentially slow things 
down.  You will need to turn on escalation logging and see how many escalations 
are ready too fire each minute, then adjust the number of threads so that more 
of them will fire and complete. Then group the ones which should not be blocked 
into unique pools. You can experiment with all of these pools and threads a 
bit, and remember that each thread, whether in an escalation queue or any other 
queue will tax the system somewhat. You want those threads to be mostly busy, 
and for there to be at least one thread/pool combination to be available every 
minute for your essential one.

One way to be certain this happens might be to isolate your critical escalation 
in a pool by itself (let’s say pool 3), set your escalation threads to 3, and 
set all the other escalations to either pool NULL (which is the default) or 
pools 1-2. Anything in pool 1 or 2 will run on one of the first two available 
threads, and your essential one will be the only thing that runs in thread 3.

You might have several escalations which need to fire every minute. As long as 
those don’t take a long time to run they could be all in the same pool. If you 
find that running all the escalations assigned to pool 3 takes longer than a 
minute, you’ll need to look at more threads or more pools.

You can also investigate scheduling of the escalations. It is very common to 
find that a lot are scheduled to run at :

Re: Changing servers

[Rick Westbrock]

You might also want to check out the nifty Remedy Restore Tool written by Carl 
Wilson at the URL below. It can identify a lot of places you might have to make 
data changes and you can configure it to actually make the changes for you as 
well. I found the tool very helpful when restoring our production database to 
our development environment.

https://communities.bmc.com/docs/DOC-7710

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Arner, Todd
Sent: Wednesday, August 13, 2014 11:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing servers

**
Richard,
You may want to use the string search in Dev Studio and search your current 
workflow for any workflow that references the current server names.  We found 
several pieces of workflow that had the server name hard coded in it.  When we 
moved our DB over to a new server with new name we also needed to review the 
below items and make updates as necessary.  Not knowing your environment some 
of these may not apply to you.

Update CAI Application Registry Server References
Delete AR System Searches Preference Records
Update Report References
Update Report Creator References
Update SRM Application Setting
Update Survey URL (SYS:Attachments) References
Update UDM:Config Settings
Update UDM:ARAppPassword Settings
Update UDM:Repository Database Settings
Delete AIE:BackUpLoadFlag Records
Update the AIE Data Exchanges Instance and SqlServer DB References
Update the AIE DataBase Field Menu Configuration SqlServer DB Reference
Update the SLM:ConfigPreference Mid-Tier Reference
Update the Default Web Path Setting for Application Servers
Update SRM Advanced Interface Form References
Update Help File References
Update AST AR Server Connection References


Hope that's helpful.
Todd Arner
Great Lakes

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.us
Sent: Wednesday, August 13, 2014 11:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing servers

**
Thanks - I'll check into that. Thanks for the heads up!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wallace, Kelvin
Sent: Wednesday, August 13, 2014 11:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Changing servers

**
Hi Richard,

You did not mention it, but there should be a license key issue for the AR 
System server (unless something has changed in the newer versions).

Kelvin

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
richard@bwc.state.oh.us
Sent: Wednesday, August 13, 2014 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Changing servers

**
It looks like our system admins need to move the arserver and our midtiers to  
servers with different names.
What/where will we have to change server names to hopefully make it happen 
easily? Hopefully it would
be just config file changes, but  Any help or guidance would be really 
appreciated. Thanks.
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Re: OT: Contract vs FTE

[Rick Westbrock]

Ray-

Personally I was FTE for 11 years and then did just over a year on a DoD 
contract. I found that the contractor's life is not for me, at least not 
government contracts. I never did any private sector contracting so it may be 
different in that environment. Personally I prefer the stability of FTE and I 
like working with the same team for many years. I also get exposed to a lot 
more technologies than just Remedy so while my skillset may not be as deep as a 
lot of folks on the list regarding Remedy it is probably broader than many.

I also don't have the personality or patience to be able to weather the 
occasional gap between contracts, both mentally and budget-wise. YMMV.


-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Wednesday, August 06, 2014 9:29 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Contract vs FTE

Thanks.  I've always been a FTE since I started in 96.  The growing trend seems 
to be client hopes for a short deploy/customize contract gig then drop the SME 
and then hope a cheaper admin can keep it running.  The beauty of that dream is 
then when that flops they hire an old codger like me to undo the mess, which 
runs 2-3 times longer on average.

Anyway, I was just taken back how many recruiters hit you up for contract-only 
gigs these days.  I've always said "pass" but wonder about the pros/con's in 
the current market.

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Re: Impact of renaming Sites in ITSM 7.6.04..

[Rick Westbrock]

Silly me, I figured the Data Wizard would identify all the forms that would 
need to be changed, I didn't account for the fact that it might only have core 
forms and not extras like WO, SRM etc. I figured at least it might be a good 
starting point (and it was top of mind since I was using it for something else 
myself today).

-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle
Sent: Monday, August 04, 2014 2:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Impact of renaming Sites in ITSM 7.6.04..

**
Hi, Joe:

The Data Wizard is great, but just remember that it doesn't cover everything.  
Work Orders is one form that comes to mind.  Obviously, custom forms that may 
have site fields are not covered.

But, there are instructions on adding new forms that the Data Wizard will 
update.  You'll also have to add your own workflow.

BEWARE:  Only the Site Name is updated using the Data Wizard.  One cannot 
update Region or Site Group.

See Ideas on the Data Wizard in BMC Community requesting enhancements to some 
of the limitations.

Ability to rename Region and Site Group<https://communities.bmc.com/ideas/2663>

Multiple Support Group Rename Capability<https://communities.bmc.com/ideas/2872>

Ability to rename Organization and 
Department<https://communities.bmc.com/ideas/3133>

Data Wizard to include currently excluded 
elements<https://communities.bmc.com/ideas/3042>

Data Wizard - Improved Reporting<https://communities.bmc.com/ideas/6423>

Hope that helps
Michelle

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, August 04, 2014 3:15 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Impact of renaming Sites in ITSM 7.6.04..

**
I didn't think of the Data Wizard. Let me give that a shot if I really need to 
do what I think I may have to.

Thanks for your response..

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Monday, August 04, 2014 4:03 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Impact of renaming Sites in ITSM 7.6.04..

Joe-

Could you run the Data Wizard for Site Name to get a count of records? I think 
that should give you a good list of the forms affected.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, August 04, 2014 10:30 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Impact of renaming Sites in ITSM 7.6.04..

**
Has anyone gone through the exercise of renaming Sites for whatever reasons? I 
would like a comprehensive list of forms (both foundation and other ITSM/CMDB 
application data) it has an impact on?

I may not have to actually do it, but I see it as a possible solution to an 
automatic feed of new SIT:Site data that we have a requirement for to reconcile 
older Site Names to new ones that may be created now or in the future so a 
duplicate won't occur.

Joe
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Re: Impact of renaming Sites in ITSM 7.6.04..

[Rick Westbrock]

Joe-

Could you run the Data Wizard for Site Name to get a count of records? I think 
that should give you a good list of the forms affected.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Monday, August 04, 2014 10:30 AM
To: arslist@ARSLIST.ORG
Subject: Impact of renaming Sites in ITSM 7.6.04..

**
Has anyone gone through the exercise of renaming Sites for whatever reasons? I 
would like a comprehensive list of forms (both foundation and other ITSM/CMDB 
application data) it has an impact on?

I may not have to actually do it, but I see it as a possible solution to an 
automatic feed of new SIT:Site data that we have a requirement for to reconcile 
older Site Names to new ones that may be created now or in the future so a 
duplicate won't occur.

Joe
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OT: Long-term outlook for the ARS platform (was ENGAGE)

[Rick Westbrock]

I believe that SNOW does have an advanced development package (for extra cost 
of course) that I think allows you to build custom workflow for your 
environment. I changed the subject line since I want to go on a bit of tangent.

Let me play devil's advocate for a moment and hopefully not generate too many 
intense responses, just consider this food for thought. I find it interesting 
how loyal we all seem to be to a specific platform (ARS) but history shows us 
that languages and platforms arrive on the scene, rise to dominance and then 
eventually are phased out for the next latest & greatest technology. ARS has 
evolved over time and has been able to stay relevant but depending on the 
direction that BMC takes the platform that could change.

As an arbitrary example how many COBOL programmers are left these days? I am 
sure they have a great list of the advantages of that language but the reality 
is that the market for their skills is not nearly as large as it once was. I 
know this is not an exact comparison but hopefully my point comes across. If 
you are an ARS developer and have skills in requirements gathering, designing 
workflow etc. there will come a day when you may have to transition to a 
different product whether you like it or not.

I know that consultants will have an easier time of this since they can jump 
from client to client. Direct hires will have the tough choice of learning a 
new platform or leaving their company for a job elsewhere at a company who is 
still using ARS. In a past life I was only spending a maximum of 40% of my time 
in ARS development and the rest on other duties. Had my company decided to move 
to another platform I would more than likely have remained with them and 
learned the new platform rather than attempt to find a job as a Remedy 
developer elsewhere. That type of decision will be tougher for someone who is 
devoted 100% to ARS development.

Something else to note is that it seems from what I've seen that many companies 
are moving to a mindset of configuration instead of customization and are using 
more out of the box applications rather than spend development cycles on custom 
code. I am not sure I understand the driving forces behind that but have 
experienced it first-hand. That type of mindset would steer a company towards a 
platform like SNOW instead of ARS in my opinion.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, July 30, 2014 8:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

**
That is because to the best of my knowledge, you cannot really develop or 
customize SNOW, you use it as is. So implementation time is obviously quicker.

I haven't worked with the product myself, but in none of their demo's would 
they claim that they can customize the product to tailor it completely to your 
needs. They basically define the product and you got to wrap your needs around 
it.

But then again this might be my biased opinion about it, being a Remedy person 
for as long as I have been.

I wonder if SNOW sales reps watch this list... I would love their comments on 
my statement that their product is not customizable and hence would suck for a 
house that needs some tailoring to the OTB offering..

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Wednesday, July 30, 2014 8:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: ENGAGE

John,

I do agree with what you wrote, and would like to add.

That our world is changing and we need to prepare for those changes.
We know that SNOW is knocking on BMCs door, with its pretty UI and fast (per 
their sales department) development/implementation time. And we know that 
others are out there as well (since they see they can make money).

So I am looking for this meeting not just to show me how to fix bad code or 
create new items, but on what are BMC's future plans. To see if they have the 
vision to address these new comers to our world, or if they don't.

Also maybe BMC will see this thread and add some technical sessions.

However, (at least in my view) we need to look a little into the future that 
BMC sees and then think about what is the best for the companies we work for 
(and with) and ourselves.

Just my thoughts,

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Tuesday, July 29, 2014 5:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] ENGAGE

**
Thanks for the plug Mr. Baker.

Good one.

I don't think you will find any BMC Remedy specific stuff at KEG.

BUT*** - you will definitely find stuff on how to make your BMC Remedy system 
nicer/easier to manage and how to do even more with the system you already have.

Also - I will throw in - this is not a new complaint/issue for BMC

How is Asset Lifecycle used for AST:BulkInventory records?

[Rick Westbrock]

Hi all, we are using a custom application to interface with our CMDB (ARS 
7.1.0, ITSM 7.0.3) including management of bulk inventory items. Since the 
AST:BulkInventory form does not expose the Asset Lifecycle Status field (which 
I will refer to as just Status from here on out) is anyone familiar with how 
that field might be used in workflow?



We don't do requisitions or purchases via ITSM, we had been manually adding CI 
records via the CMDB interface up until recently. When doing so the BMC 
workflow sets the Status to Ordered and it will stay that way as long as that 
record exists. When I started importing bulk inventory assets into 
AST:BulkInventory via CSV files I was mapping Status = In Inventory.



I am curious as to whether the ITSM code even looks at the Status value for 
bulk inventory assets so any input would be greatly appreciated. I am trying to 
use ARInside to suss out this information but thought that there might be a few 
experts in the audience who might have some valuable information to share.





Thanks,

Rick
_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: Drag & drop attachments not working in ARS 7.1 WUT

[Rick Westbrock]

Well installing the 7.5 client and then the 7.6.04 client didn't help so I 
uninstalled and installed my old 7.1 client into my own directory under 
C:\Users\ but still haven't resolved the problem. At this point I am just 
giving up on this and will have to be satisfied with doing a right-click to add 
attachments. Hopefully we will get the plan to upgrade to 8.1 going soon so I 
don't have to worry about this.

I did also test drag & drop into a browser using Gmail as someone suggested on 
the ARSList and that works fine. I'm convinced it's some sort of permissions 
problem in writing temp files but can't figure out the workaround.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, July 15, 2014 12:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

Good point Fred, I hadn't thought of using a newer version even though I know 
they are always backwards compatible. If a re-install doesn't help then I'll 
give 7.6.04 a shot.


Thanks,
Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 15, 2014 7:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

(Sorry about that ... I really hate Outlook 2013 and HTML at times ;)

You say you are using the 7.1 User Tool.  Have you tried the last 7.6 User Tool 
(which I believe is 7.06.04.05) on your win7 64bit machine?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, July 15, 2014 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

**
Thanks Rick, I was already dragging files (not shortcuts) from the desktop. The 
most common usage of this is dragging a message from Outlook to the desktop to 
create an MSG file, then dragging that onto an attachment pool. I am able to do 
this from another machine so I first tried running the WUT on my laptop as 
administrator but that didn’t help. The cursor does change to have the “+” icon 
but when I drop the file doesn’t fall into the pool (so to speak).

I’ll open a case with BMC to see if they can help, if it’s a problem with the 
interaction between Win7 and the WUT they might not have much on file though.


-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, July 14, 2014 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

**
With some files on some OS, you can't DnD directly.  You have to drag the file 
to the Desktop, then from the Desktop to the attachment field.  It's a Windows 
issue.

Rick

-Original Message-
On Mon, Jul 14, 2014 at 3:55 PM, Rick Westbrock  wrote:

**
Hi all-
 
I have a few users (myself included) who cannot drag files onto an attachment 
pool in the 7.1 WUT (fat client). We can right-click to attach files but other 
users have no problem with drag & drop attachments. I know a lot of you retired 
the WUT for end-users already but does anybody remember seeing this problem in 
the past? This appears to be a machine-specific problem as I can drag & drop 
from a Windows server but not on my Win7 64-bit laptop. I am thinking that it 
is probably an OS-level permissions issue or something like that but haven’t 
been able to figure it out yet.
 
I have already hit the BMC KB and couldn't find anything about it.
 
 
Thanks,
Rick
 
_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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Re: Drag & drop attachments not working in ARS 7.1 WUT

[Rick Westbrock]

Good point Fred, I hadn't thought of using a newer version even though I know 
they are always backwards compatible. If a re-install doesn't help then I'll 
give 7.6.04 a shot.


Thanks,
Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Tuesday, July 15, 2014 7:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

(Sorry about that ... I really hate Outlook 2013 and HTML at times ;)

You say you are using the 7.1 User Tool.  Have you tried the last 7.6 User Tool 
(which I believe is 7.06.04.05) on your win7 64bit machine?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, July 15, 2014 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

**
Thanks Rick, I was already dragging files (not shortcuts) from the desktop. The 
most common usage of this is dragging a message from Outlook to the desktop to 
create an MSG file, then dragging that onto an attachment pool. I am able to do 
this from another machine so I first tried running the WUT on my laptop as 
administrator but that didn’t help. The cursor does change to have the “+” icon 
but when I drop the file doesn’t fall into the pool (so to speak).

I’ll open a case with BMC to see if they can help, if it’s a problem with the 
interaction between Win7 and the WUT they might not have much on file though.


-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, July 14, 2014 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

**
With some files on some OS, you can't DnD directly.  You have to drag the file 
to the Desktop, then from the Desktop to the attachment field.  It's a Windows 
issue.

Rick

-Original Message-----
On Mon, Jul 14, 2014 at 3:55 PM, Rick Westbrock  wrote:

**
Hi all-
 
I have a few users (myself included) who cannot drag files onto an attachment 
pool in the 7.1 WUT (fat client). We can right-click to attach files but other 
users have no problem with drag & drop attachments. I know a lot of you retired 
the WUT for end-users already but does anybody remember seeing this problem in 
the past? This appears to be a machine-specific problem as I can drag & drop 
from a Windows server but not on my Win7 64-bit laptop. I am thinking that it 
is probably an OS-level permissions issue or something like that but haven’t 
been able to figure it out yet.
 
I have already hit the BMC KB and couldn't find anything about it.
 
 
Thanks,
Rick
 
_
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: Drag & drop attachments not working in ARS 7.1 WUT

[Rick Westbrock]

Thanks, my user profile is in my C:\users\username\ directory already but I 
will try uninstalling &  reinstalling the client to see if that makes any 
difference. I was using the default user pointed to my own user directory but 
created another one for my Remedy login but that didn’t help.

I hadn’t ever thought of installing the entire application in my home directory 
so I will give that a shot when I install again. Not sure what you think might 
be wrong with the temp folder though.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zandi
Sent: Tuesday, July 15, 2014 7:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

**
Temp folder?
Reinstall?

My two off the cuff

Also ensure the user profile or even the whole application is installed in user 
home directory for permissions

Hope that help a

Sent from my iPhone

On Jul 14, 2014, at 6:55 PM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Hi all-

I have a few users (myself included) who cannot drag files onto an attachment 
pool in the 7.1 WUT (fat client). We can right-click to attach files but other 
users have no problem with drag & drop attachments. I know a lot of you retired 
the WUT for end-users already but does anybody remember seeing this problem in 
the past? This appears to be a machine-specific problem as I can drag & drop 
from a Windows server but not on my Win7 64-bit laptop. I am thinking that it 
is probably an OS-level permissions issue or something like that but haven’t 
been able to figure it out yet.

I have already hit the BMC KB and couldn't find anything about it.


Thanks,
Rick

_____
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



_ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Drag & drop attachments not working in ARS 7.1 WUT

[Rick Westbrock]

Thanks Rick, I was already dragging files (not shortcuts) from the desktop. The 
most common usage of this is dragging a message from Outlook to the desktop to 
create an MSG file, then dragging that onto an attachment pool. I am able to do 
this from another machine so I first tried running the WUT on my laptop as 
administrator but that didn’t help. The cursor does change to have the “+” icon 
but when I drop the file doesn’t fall into the pool (so to speak).

I’ll open a case with BMC to see if they can help, if it’s a problem with the 
interaction between Win7 and the WUT they might not have much on file though.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook
Sent: Monday, July 14, 2014 4:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Drag & drop attachments not working in ARS 7.1 WUT

**
With some files on some OS, you can't DnD directly.  You have to drag the file 
to the Desktop, then from the Desktop to the attachment field.  It's a Windows 
issue.

Rick

On Mon, Jul 14, 2014 at 3:55 PM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
**
Hi all-

I have a few users (myself included) who cannot drag files onto an attachment 
pool in the 7.1 WUT (fat client). We can right-click to attach files but other 
users have no problem with drag & drop attachments. I know a lot of you retired 
the WUT for end-users already but does anybody remember seeing this problem in 
the past? This appears to be a machine-specific problem as I can drag & drop 
from a Windows server but not on my Win7 64-bit laptop. I am thinking that it 
is probably an OS-level permissions issue or something like that but haven’t 
been able to figure it out yet.

I have already hit the BMC KB and couldn't find anything about it.


Thanks,
Rick

_____
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.

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

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

___
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"Where the Answers Are, and have been for 20 years"

Drag & drop attachments not working in ARS 7.1 WUT

[Rick Westbrock]

Hi all-

I have a few users (myself included) who cannot drag files onto an attachment 
pool in the 7.1 WUT (fat client). We can right-click to attach files but other 
users have no problem with drag & drop attachments. I know a lot of you retired 
the WUT for end-users already but does anybody remember seeing this problem in 
the past? This appears to be a machine-specific problem as I can drag & drop 
from a Windows server but not on my Win7 64-bit laptop. I am thinking that it 
is probably an OS-level permissions issue or something like that but haven't 
been able to figure it out yet.

I have already hit the BMC KB and couldn't find anything about it.


Thanks,
Rick

_____
Rick Westbrock
AppOps Engineer | IT Department
24 Hour Fitness USA, Inc.



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Re: How can I capture the instance ID of a newly created asset?

[Rick Westbrock]

Thanks Ben, I figured that out about an hour after posting and spent a while 
testing it. Looks like that is my solution, I just need to do some tweaks here 
and there to get the right BMC workflow to trigger for me.

Thanks,
Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.
760.918.4628 voice
[email_sig]

From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com]
Sent: Friday, July 11, 2014 1:55 AM
To: arslist@ARSLIST.ORG
Subject: RE: How can I capture the instance ID of a newly created asset?

Hi Rick,

Perhaps I've misunderstood your issue, but if not it could be a simple 
oversight.  Presumably you are doing the push to AST:BulkInventory?  If so, 
simply pre-set the GUID with Application-Generate-Guid and then your workflow 
will have "captured" it :)

Cheers

Ben Chernys
Senior Software Architect
[logoSthInc-sm]

Canada / Deutschland
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   
Ben.Chernys_AT_softwaretoolhouse.com<mailto:Ben.Chernys_AT_softwaretoolhouse.com>
Web: www.softwaretoolhouse.com<http://www.softwaretoolhouse.com/>

We are a BMC Technology Alliance Partner



Check out Software Tool House's free Diary Editor and our  Freebies Section for 
ITSM Forms and Fields spreadsheet.

Meta-Update, our premium ARS Data tool, lets you automate your imports, 
migrations, in no time at all, without programming, without staging forms, 
without merge workflow.

Meta-Archive does ITSM Archiving your way: with your forms and your 
multi-tenant rules, treating each root request as the tree of data and forms 
that it is it is.

Pre ITSM 7.6.04?  Clarify?  Roll your own?  No problem!
You can keep your valuable data!

http://www.softwaretoolhouse.com/






From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: July-10-14 21:57
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: How can I capture the instance ID of a newly created asset?

**
Hi all-

I am still on my ARS 7.1/ITSM 7.0.03 system. I have a custom shipping/receiving 
module where we have a regular form that is used to interact with the CMDB. A 
few months ago I deployed new code which is able to take an asset that is In 
Inventory and change it to Deployed status, remove the location relationship 
and relate it to a person. My new challenge has been to use the regular form to 
receive both existing assets and new assets.

I didn't have too much trouble building the workflow to receive back an 
existing asset and update the status to In Inventory and create all the 
required relationships. I have also been able to receive in a new asset and 
create a new record in the appropriate AST form (based on the class of the 
product catalog entry) but I just can't seem to properly create a new asset for 
a bulk inventory item. The part I am struggling with is getting the push fields 
to the BMC.COR:BMC_Dependency and AST:InventoryQuantity forms because I haven't 
been able to capture the Instance ID of the new record in the AST:BulkInventory 
form.

I was able to leverage the existing CMDB workflow but those problem push fields 
actions are performed by active links in the GUI and I just can't get it to 
translate to filters. I tried using the $LASTID$ to do a set fields from 
AST:BulkInventory in the action immediately after the push fields to that form 
but there are lots of BMC filters that fire in the interim so I'm not getting 
the expected value back for that keyword.

Does anybody have any suggestions for how to attack this problem? The only 
other thing that I have come up with is not desirable at all: doing a set 
fields from AST:BulkInventory based on timestamp (created in the last 3 seconds 
for example) which is extremely ugly but might work in our environment for now 
since there's not much activity. The caveat is that the next phase of the 
project will be to build out batch receiving where the user can upload a CSV 
file with potentially multiple bulk inventory assets to be created so the 
timestamp method will break in that scenario.


Thanks in advance,
Rick
_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2013.0.3485 / Virus Database: 3955/7831 - Release Date: 07/10/14
_ARSlist: "Where the Answers Are" and have been for 20 years_

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How can I capture the instance ID of a newly created asset?

[Rick Westbrock]

Hi all-

I am still on my ARS 7.1/ITSM 7.0.03 system. I have a custom shipping/receiving 
module where we have a regular form that is used to interact with the CMDB. A 
few months ago I deployed new code which is able to take an asset that is In 
Inventory and change it to Deployed status, remove the location relationship 
and relate it to a person. My new challenge has been to use the regular form to 
receive both existing assets and new assets.

I didn't have too much trouble building the workflow to receive back an 
existing asset and update the status to In Inventory and create all the 
required relationships. I have also been able to receive in a new asset and 
create a new record in the appropriate AST form (based on the class of the 
product catalog entry) but I just can't seem to properly create a new asset for 
a bulk inventory item. The part I am struggling with is getting the push fields 
to the BMC.COR:BMC_Dependency and AST:InventoryQuantity forms because I haven't 
been able to capture the Instance ID of the new record in the AST:BulkInventory 
form.

I was able to leverage the existing CMDB workflow but those problem push fields 
actions are performed by active links in the GUI and I just can't get it to 
translate to filters. I tried using the $LASTID$ to do a set fields from 
AST:BulkInventory in the action immediately after the push fields to that form 
but there are lots of BMC filters that fire in the interim so I'm not getting 
the expected value back for that keyword.

Does anybody have any suggestions for how to attack this problem? The only 
other thing that I have come up with is not desirable at all: doing a set 
fields from AST:BulkInventory based on timestamp (created in the last 3 seconds 
for example) which is extremely ugly but might work in our environment for now 
since there's not much activity. The caveat is that the next phase of the 
project will be to build out batch receiving where the user can upload a CSV 
file with potentially multiple bulk inventory assets to be created so the 
timestamp method will break in that scenario.


Thanks in advance,
Rick
_____
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



___
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Re: Finding all filters and Escalations that contain a web service set fields

[Rick Westbrock]

The oddly placed line breaks in a DEF file can also wreak havoc with global 
find/replace operations (as I have found out the hard way).

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Friday, June 13, 2014 12:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: Finding all filters and Escalations that contain a web service set 
fields

**
Perhaps you're solving the wrong problem.

A web service - from the HTTP server side - is just a http/https call.

If they are changing their endpoint, I think they should be able to put in a 
re-direct.  I've never actually tested this, but it makes sense with what I 
know of web servers.

For example, if the current address for the web service is 
http://someserver/myservice/etc  they can probably put in a server-side 
redirect to send all queries to that to whatever the new URL is.

But let's say that doesn't work out for whatever reason.

The exceptionally manual way to do this is...

1.   Export all filters, escalations

2.   Put the def file in Textpad (or your favorite text editor)

3.   start searching for ARSYS.ARF.WEBSERVICE, or the URL of the web 
service in question

4.   Note the object name for each one you find embedded

5.   Change as necessary in Dev Studio

Unfortunately, I don't think you can do a search and replace in the DEF file, 
because the URL's are embedded character strings.  It will look like this:

set-field   : 0\>\101\4\117\https:///arsys/services/ARService?server=&webService=

You can try it, but I suspect - unless you are very lucky and the new and old 
URL's ahve the same # of characters - that it won't work.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Campbell, Paul (Paul)
Sent: Friday, June 13, 2014 1:46 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Finding all filters and Escalations that contain a web service set 
fields

**
OK, I have a major challenge ahead of me, I have a Remedy 7.6.04 environment 
that is a fully custom app, no Out of the Box apps, that interacts with a third 
party application via Web Services calls.  There are hundreds of 
filters/escalations involved, and the third party app is changing the URL it 
exposes for Web Service Calls.  I need to find all of the filters and  
escalations that make web service calls so that I can change those URL 
endpoints.  Does anyone have a good way to search for objects that have a Set 
Fields Web Service operation and generate a list?  I don't have Migrator or 
anything other third party tools like that at my disposal.  What would be great 
is to be able to generate a Working List in Dev Studio, but I really haven't 
had any luck getting the search feature to work, Ideas?

Paul Campbell  | Systems Architect  |  |  Avaya Client Services  |
|   678-421-5342 |  Web 
Conference<https://collaborate.avaya.com/aacpa/?participantCode=4215342> | 
Audio Conference +1-513-228- code: 4215342

Everyone needs deadlines.  Even the beavers. They loaf around all summer, but 
when they are faced with the winter deadline, they work like fury. If we didn't 
have deadlines, we'd stagnate.  Walt Disney



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Version: 2014.0.4570 / Virus Database: 3955/7631 - Release Date: 06/06/14
Internal Virus Database is out of date.
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Re: Filter & Escalation

[Rick Westbrock]

I will take a stab at answering that for you Sweety, I think it is a semantic  
problem with the meaning of "execute" in the context of an escalation. In my 
mind the Escalation executes only once, be it on an interval (every 12 hours) 
or a specific time (2am on Mondays) or even by being called manually from Dev 
Studio (in newer versions of ARS). Think of "execute" as turning the escalation 
loose on the form to evaluate every record in that form against its 
qualification.

I think that the statement below "Escalation execute on each matching record" 
is not quite phrased properly; I think it should read "Escalation executes the 
If Actions on each matching record" which might make it easier to understand 
the difference. You could even say that it "fires" the If Actions so as to not 
use the word escalation at all in that context.


-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety
Sent: Tuesday, June 03, 2014 11:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Filter & Escalation

Hey Misi, hope you are doing well. Looks like you are busy with your work. I 
would prefer a positive pat ;)

I did not understand this statement: Escalation execute on each matching 
record. But the Escalation itself runs once. Do't you think its a contradictive 
statement? Both seems to be of same meaning.

Execute on each matching request but runs only once - Very confusing. :S

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Re: Can you have multiple bulk inventory CI records for a single product?

[Rick Westbrock]

I have come to the conclusion that at least in ITSM 7.0.3 there can be only one 
record in AST:InventoryQuantity for a specific product catalog entry. There is 
a filter (ASI:ALK:UpdateInventoryQty_500) which pushes to that form using this 
push field if qual:

( 'StorageInstanceID' = $zTmpStorageInstanceID$) AND (( 'Category' = 
$Category$) OR ( $Category$ =  " " )) AND (( 'Type' = $Type$) OR ( $Type$ =  " 
" )) AND (( 'Item' = $Item$) OR ( $Item$ =  " " )) AND (( 'Product Name' = 
$Model$) OR ( $Model$ =  " " )) AND (( 'Product Model/Version' = $Version 
Number$) OR ( $Version Number$ =  " " )) AND (( 'Manufacturer' = $Manufacturer 
Name+  $) OR ( $Manufacturer Name+  $ =  " " ))

It appears that my problem is a combination of the business requirement to 
track bulk inventory items by PO/cost and the way our custom shipping module 
was built as far as selecting a CI to fulfill against. I am going to tweak the 
custom CI selection code in our app as I think I have a workaround for the bulk 
inventory problem. I know that having multiple CIs for a specific bulk 
inventory product is probably not best practice but the business requires it so 
I am going to try to make it work.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, May 28, 2014 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Can you have multiple bulk inventory CI records for a single product?

**
Listers-

I have run into a funky issue on our ARS 7.1/ITSM 7.0.3 system that seems to be 
caused by the addition of multiple CI records in the AST:BulkInventory form for 
the same product. The CI records look correct including relationships to 
storage location CIs and the Transactions table shows the Add of the received 
quantity correct. The problem is that when we use our custom app to fulfill a 
shipping request the only CI that is showing inventory available is the most 
recently created CI.

I recently refreshed my dev server from the production database so I have two 
data sets displaying the same behavior for the same product name. The older dev 
data has two CIs for this product but only the newest one has a record in the 
AST:InventoryQuantity form. The production data has both of these same CI 
records but also a newer one; here this third CI record is the only one with an 
AST:InventoryQuantity record.

I say that the "bad" CI records don't have a record in AST:InventoryQuantity 
based on searching by Product Name as only one record is returned. I did also 
search by the Asset Instance ID with no matches except for the most recent CI 
record. The create date on the AST:IQ record matches the create date of the 
newest CI record as well. I also searched the BMC.CORE:BMC_Dependency form 
using the CI instance ID values and each CI record has a matching record there 
so it's just the InventoryQuantity records that seem to be a problem.

Has anyone run into this problem before? Do I not understand how the 
AST:InventoryQuantity records are supposed to work? I am going to try manually 
creating the missing records on the dev server to see if I can get the older CI 
records working.


-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

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

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Can you have multiple bulk inventory CI records for a single product?

[Rick Westbrock]

Listers-

I have run into a funky issue on our ARS 7.1/ITSM 7.0.3 system that seems to be 
caused by the addition of multiple CI records in the AST:BulkInventory form for 
the same product. The CI records look correct including relationships to 
storage location CIs and the Transactions table shows the Add of the received 
quantity correct. The problem is that when we use our custom app to fulfill a 
shipping request the only CI that is showing inventory available is the most 
recently created CI.

I recently refreshed my dev server from the production database so I have two 
data sets displaying the same behavior for the same product name. The older dev 
data has two CIs for this product but only the newest one has a record in the 
AST:InventoryQuantity form. The production data has both of these same CI 
records but also a newer one; here this third CI record is the only one with an 
AST:InventoryQuantity record.

I say that the "bad" CI records don't have a record in AST:InventoryQuantity 
based on searching by Product Name as only one record is returned. I did also 
search by the Asset Instance ID with no matches except for the most recent CI 
record. The create date on the AST:IQ record matches the create date of the 
newest CI record as well. I also searched the BMC.CORE:BMC_Dependency form 
using the CI instance ID values and each CI record has a matching record there 
so it's just the InventoryQuantity records that seem to be a problem.

Has anyone run into this problem before? Do I not understand how the 
AST:InventoryQuantity records are supposed to work? I am going to try manually 
creating the missing records on the dev server to see if I can get the older CI 
records working.


-Rick

_____
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



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Re: ITSM 8.1 SP1 - Content missing ?

[Rick Westbrock]

I have seen in the past that private equity will in fact spend a significant 
amount of money on a new acquisition IF they can see a short to medium benefit 
to the business that will end up making them money. Sure it’s not common but it 
does happen when a company doesn’t have liquid assets or credit to do a big 
project but the equity can come in to provide those funds.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, May 22, 2014 8:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 8.1 SP1 - Content missing ?

**
Just wondering - why do you think they have private equity money?

I would say that got “private equity leadership”.

I doubt private equity comes in and says — hey — lets spend some money.

I predict it is more of:

1) Here is where you are wasting money - but were uncomfortable in cutting — cut
2) Here is where you are spending too much — slash
3) Here is where you should be marketing/selling — go and do

4) Wait for results (not too long)


-John


On Thu, May 22, 2014 at 10:22 AM, Ortega, Jesus A 
mailto:jesus.ort...@lyondellbasell.com>> wrote:
**
When is BMC going to take all of this new-found, private investor money and 
start spending it on Quality and Assurance Testing? Rome is burning and the 
Barbarians are at the gates (SNOW). Every time that I read an ARSlist post like 
this I can’t help but think that BMC is not helping our cause, but instead they 
taking away our armor to defend the Remedy kingdom from the constant attacks of 
marauding bands of SNOW, CA, and HP sales barbarians.
I implore BMC to spend some of that private equity money on Quality Assurance 
testing and stop making poorly-tested code available to us. I don’t want to see 
the carcass of Remedy being eaten by a SNOW vulture. We, who are on the 
frontlines, cannot defend the kingdom by ourselves.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Patil, 
Vivek
Sent: Wednesday, May 21, 2014 8:43 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ITSM 8.1 SP1 - Content missing ?

**

Hi Pritch,

 Can you please refer below topic in ARS List


Installation Alert : Installing or upgrading to SLM 8.1 GA after with ITSM 8.1 
SP1<http://arslist.org/cgi-bin/wa.exe?A1=ind1405&L=ARSLIST&X=2ECE3F5456A712311D&Y=vivek_patil%40bmc.com#53>




1] Just importing the 79 objects is not complete solution.

2] The hotfix was a preventive step and will not fix anything,



Is this  a TEST Box or PROD ?



Thanks,

  Vivek



-Original Message-

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch

Sent: Thursday, May 22, 2014 1:23 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

Subject: Re: ITSM 8.1 SP1 - Content missing ?



Fortunately we had another installation that had the forms/workflow.



Mine was (according to BMC) due to an issue with installing the SLM module - 
They said it removed something like 79 items.  it is a known issue and there is 
a KB (unfortunately I did not save the KB number - and a hot fix - but you need 
to actually ASK BMC for the hot fix - it's apparently not published.  AND I 
downloaded but did not try to apply the hot fix.  Figured it was better to 
correct it manually than to waste time with BMC.  Seems to take them three or 
four days to reply.



- Original Message -

From: "tboot...@objectpath.com<mailto:tboot...@objectpath.com>" 
mailto:tboot...@objectpath.com>>

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

Sent: Wednesday, May 21, 2014 3:28:47 PM

Subject: Re: ITSM 8.1 SP1 - Content missing ?



**

"Pritch"



So.. you probably know my next obvious question.  :-) Have you resolved this 
issue and/or what approach did you make to move forward?



Terry





on May 21, 2014, pritch mailto:pri...@ptd.net>> wrote:





I absolutely saw the same thing on Solaris.



- Original Message -

From: " tboot...@objectpath.com<mailto:tboot...@objectpath.com> " < 
tboot...@objectpath.com<mailto:tboot...@objectpath.com> >

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>

Sent: Wednesday, May 21, 2014 2:35:27 PM

Subject: ITSM 8.1 SP1 - Content missing ?



**

RHEL Linux 6.4

ARSystem 8.1 SP1

MidTier 8.1 SP1 Patch 001

Oracle 11G R2



Hi everyone:



I was wondering if anyone out there in arslist has installed the new ITSM 8.1 
SP1 on Linux (RHEL) at all and has experienced the same issues I am 
experiencing.



I had installed ITSM 8.1 Patch 002 and was working with it for several months 
and everything was working fine.



On an new VM, I installed ITSM 8.1 SP1 (brand new install) with no error 
messages.  Working

Re: Copying a decimal field into a currency field

[Rick Westbrock]

Thanks Randeep, I only saw three fields in the DB associated with my new Cost 
field: CostC (currency type such as USD), CostV (the numeric value) and CostD 
(epoch time). That must be because I was lazy and was looking at the view 
instead of the table itself. Once I looked directly at the table I see that 
there’s a fourth suffix “USD” but for the record that I had modified via SQL 
that fourth column was indeed null.

I re-ran the SQL statement but this time against the table and it updated all 
four columns (C, V, D and USD) however the WUT still shows the field empty. 
Thanks for directing me to the Database Reference document, I will definitely 
remember to check there in the future but it didn’t completely resolve my issue 
yet. I had set the value of the USD column the same as the V column based on 
the data for a record I had modified via the WUT first.

I must still be missing something, below is the update statement that I used.

UPDATE T1545
SET C536870961V = C26061, C536870961C = 'USD', C536870961D = C6, 
C536870961USD = C26061
 WHERE C1 = '0044210'


Thanks in advance,
Rick

_____
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Randeep Atwal
Sent: Monday, May 19, 2014 3:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Copying a decimal field into a currency field

**
Check out the database Ref document for 7.0

I recall that for currency fields, there are four columns that need updating. 
Value, Code, Date of conversion and value for the supported currencies.

They all use the same field id with special suffixes, so it will be tricky with 
sql but ou could set it up with one currency quite easily I would think.

Sent from my BlackBerry 10 smartphone on the Rogers network.
From: Rick Westbrock
Sent: Monday, May 19, 2014 6:10 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Reply To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Copying a decimal field into a currency field


**
Hi folks, I am working with a legacy custom application on my ARS 7.0.1 system 
(Oracle 10 back-end) where the initial developer created a Price field as a 
decimal field. My problem is that now we are integrating this form with the 
CMDB (ITSM 7.0.03) and I need to get that data into a currency field. My 
initial thought was to create a new currency field named Cost and do a simple 
SQL update statement to get the data copied rather than rely on an escalation.

I thought that this statement would work and it does update the destination 
fields to the expected values, however when I look at the record in the WUT the 
new field is empty. Any idea why this might be or how to get around it via SQL? 
I will use an escalation if I have to but I don’t like having to change the 
Modified Date on historical records. If there’s a way to preserve the Modified 
Date with some smoke & mirrors I would appreciate that as well.

My understanding is that there is come CMDB “black box” functionality that 
handles currency fields and I can import currency data into AST forms via a CSV 
file and that process works fine so apparently the import tool runs the data 
through that black box on the way into the AST forms.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


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Copying a decimal field into a currency field

[Rick Westbrock]

Hi folks, I am working with a legacy custom application on my ARS 7.0.1 system 
(Oracle 10 back-end) where the initial developer created a Price field as a 
decimal field. My problem is that now we are integrating this form with the 
CMDB (ITSM 7.0.03) and I need to get that data into a currency field. My 
initial thought was to create a new currency field named Cost and do a simple 
SQL update statement to get the data copied rather than rely on an escalation.

I thought that this statement would work and it does update the destination 
fields to the expected values, however when I look at the record in the WUT the 
new field is empty. Any idea why this might be or how to get around it via SQL? 
I will use an escalation if I have to but I don't like having to change the 
Modified Date on historical records. If there's a way to preserve the Modified 
Date with some smoke & mirrors I would appreciate that as well.

My understanding is that there is come CMDB "black box" functionality that 
handles currency fields and I can import currency data into AST forms via a CSV 
file and that process works fine so apparently the import tool runs the data 
through that black box on the way into the AST forms.

-Rick

_____
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.




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Re: What is the best possible way to build Asset - People relationship?

[Rick Westbrock]

Are you looking to create many relationships at once? I have built filters 
against a custom shipping/fulfillment module that reads the instance ID of the 
user and the CI/asset and creates the required relationship record. This is 
dependent on the agent selecting a user from the People form in the same manner 
as when creating an Incident and then selecting the CI row in a table on a 
custom display-only form.

If you are looking to create single relationships I can provide more detail.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hemant Jangid
Sent: Thursday, May 08, 2014 10:58 AM
To: arslist@ARSLIST.ORG
Subject: What is the best possible way to build Asset - People relationship?

At a client, the need is to do CI-People relationship. As per BMC, they had 
achieved this for BBCA by writing some rules – not sure at CMDB level or BBCA. 
Since footprints - BCM tool captures this information (CI and associated login 
name) – is there any way to build Asset-People Relationship or has anyone 
see/done this kind of automated relationship building? How to achieve this 
relationship? 
One way is creating the CSV template and load the data into the AST:AssetPeople 
form. But, populating the sheet is tedious job as it involves lot of manual 
steps. Please suggest. 
Thanks in advance. 

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Re: Self-Terminating/disabling Escalation

[Rick Westbrock]

I think that was in place as of version 7.6.04 since I remember right-clicking 
to run an escalation last year (but maybe my memory is faulty, I don’t have a 
7.6.04 system to reference now).

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, May 02, 2014 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Self-Terminating/disabling Escalation

**
Doug,
I hate to contradict you, but, if you right click on any escalation, the bottom 
option is 'Run Now'so, at least in the 8.1 version of the Dev Studio, there 
is a GUI option that enables this.

On Thu, May 1, 2014 at 1:22 PM, Mueller, Doug 
mailto:doug_muel...@bmc.com>> wrote:
**
OK, good news and bad news……

The best way to do this is to create an escalation that is disabled.  Then, 
tell it to run one time.

Well, that seems to be perfect and just what you asked for.  So, how do you do 
this???

Well, that is the bad news.  While we do have the exact functionality, we have 
not made it easy for you to
get to.

You can create an escalation and it can be disabled.  NO problem there.

Now, there is way using an API call to say to run ANY escalation (enabled or 
disabled) ONE TIME RIGHT NOW.
So, this is good news.

The bad news is that we have not exposed a way to call that API call from Dev 
Studio.  This means you have
to call it from an API program or use the driver sample program we ship to 
cause it to run.

Using driver, you can create a small script that performs the login, runs the 
escalation, and terminates and pass
the escalation name in as a parameter.  Then, you could just run that script 
directly (or through workflow) to
perform the operation.  A good enhancement request is to have the ability to 
say to "run now" for an
escalation exposed through dev studio.


Other than this feature, you have to enable it so that it triggers and runs and 
then disable it so that it does not
run again.  There is no other way to manage this.

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Charlie 
Lotridge
Sent: Thursday, May 01, 2014 10:18 AM

To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Self-Terminating/disabling Escalation

**
Hi Sapna,

The bad news is that there is no workflow action that will accomplish this for 
you. You could potentially try to use a SQL update (in a Direct SQL action) to 
directly update the Remedy data dictionary, which would look something like 
this:

UPDATE escalation
SET enable = 0
WHERE name = 'The Escalation Name'

But I'd recommend against this for two reasons.  First, any running AR servers 
would not notice the change until they reload their data dictionary caches.

Second, doing this *might* cause the escalation to become invalid in that it 
would no longer match the checksum (in the safeGuard column of the escalation 
table).  I haven't checked this and don't know offhand if the "enable" is part 
of that checksum.

The only way I can think of would be to write a small API program that performs 
the action. This would immediately affect the AR server on which it's run, but 
it would not propagate to any other servers until they reload their caches (I 
don't know much about server groups...would other servers in the group notice 
such changes and automatically reload?).

I hope this helps.

-charlie

On Wed, Apr 30, 2014 at 12:06 PM, Sapna Motwani 
mailto:sapana.motw...@gmail.com>> wrote:
Hello Experts,

Please suggest is it possible to define a self-terminating escalation. I need 
to run an escalation just once, and then it should disable itself.
I want to know is it possible to define an escalation which triggers some 
workflow to mark the calling parent escalation as disable.

Any help would be highly appreciated.

Regards,
Sapna

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

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Re: Self-Terminating/disabling Escalation

[Rick Westbrock]

I don't know of a way to do that. When I need to have an escalation run only 
once I will either set it for an interval of 99 days (if I want it to run 
immediately) or for a specific day of the month and time. In either case you 
must go back and disable the escalation but that will give you 99 days or one 
month respectively to do so before it fires again.


-Rick

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Re: Remedy Support Team Hierarchy

[Rick Westbrock]

Hah! For several years when I first began as a developer my company didn’t even 
know the concept of a BSA so  I was effectively my own BSA in every meeting. 
That was actually not a bad thing considering the size of the company at the 
time and it helped me get to know my internal customers and their needs more 
directly. Over the years I was able to intuit things (is that a real verb?) 
without having to ask the customer about a certain nuance.

That also taught me the skills to not get caught as the “expert” with the red 
pen in those meetings. I was always very vague about what I could or could not 
deliver and usually ended the requirements gathering with a statement like “let 
me take our findings back and do some initial research & design and I will get 
back to you with what we can’t do and with what we can do in what timeframe”.

I will say that moving from that smallish corporate environment to being a 
contractor for the DoD was a huge paradigm shift, completely different 
environment especially since I was just a developer and the senior people on 
the team did all the customer interaction and just passed me the refined 
requirements. I like being back in a place where I can interact with my 
(internal) customers more directly.

-Rick

_____
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, April 23, 2014 4:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Team Hierarchy

**
If you put a developer in the meeting they'll be expected to come up with a 
solution for drawing 3 perpendicular red lines with transparent ink.

On Wed, Apr 23, 2014 at 10:06 AM, Rick Westbrock 
mailto:rwestbr...@24hourfit.com>> wrote:
Past experience has shown me that a BSA to interface between the end 
user/client and the developers is very helpful but most times as a developer I 
have found it invaluable to be in a requirements gathering session with the BSA 
and the end users to make sure nothing is missed. I can also get instant 
clarification on a request rather than going back and forth using the BSA as 
the messenger.

-Rick

_____
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of pritch
Sent: Tuesday, April 22, 2014 3:37 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Remedy Support Team Hierarchy

Maybe it's just a training issue - I don't think developers should be making a 
habit of dealing with end users.  It takes time for the client facing person to 
learn (and in reality, they probably don't want to learn) what the developers 
knows or what they need to know to research a problem.  However, a go between 
in most cases is not an issue.

The situation I deal with currently is where there is a department of folks (4 
of them) that do all the client facing on issues - anything they cannot figure 
out they discuss with me - I give them a list of items to find out and they go 
and gather the information.  The interaction helps in them learning how to work 
with the clients, gather the information and eventually solve similar problems 
without bringing me in.  The only time I speak directly to the users (besides 
when presenting a training class) is if we cannot solve it and I need to see 
what is happening (beyond screenshots).  At that point the client facing folks 
set up a webex and lead the live meeting.  When we first stood up the system I 
was very active in the troubleshooting but now I don't know about most of the 
calls they field.  In fact, recently they've started taking on more of the 
adminstrative work such as adding users, maintaining menu lists, etc.  Just 
takes time and patience to get those folks up to speed.

Of course if the person that is performing the client facing activities isn't 
interested or capable of learning how to support the users, then that may be an 
issue that needs to be discussed with management.

just my two cents.

- Original Message -
From: "Lisa A DLA CTR INFORMATION OPERATIONS Kemes" 
mailto:lisa.kemes@dla.mil>>
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Sent: Tuesday, April 22, 2014 2:13:43 PM
Subject: Re: Remedy Support Team Hierarchy

Kathy,

Sounds rough, but I think you are in good company with a lot of us.  I'm a 
contractor and so when an end user says they are having a problem with "opening 
a form and saving it" there are about 1000 questions I have for the end user, 
but that's what the Project Manager writes down and communicates to us.  Plus, 
I want to make sure I recreate the problem EXACTLY as the customer is 
experiencing it (so I know 

Re: Remedy Support Team Hierarchy

[Rick Westbrock]

Past experience has shown me that a BSA to interface between the end 
user/client and the developers is very helpful but most times as a developer I 
have found it invaluable to be in a requirements gathering session with the BSA 
and the end users to make sure nothing is missed. I can also get instant 
clarification on a request rather than going back and forth using the BSA as 
the messenger.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Tuesday, April 22, 2014 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Support Team Hierarchy

Maybe it's just a training issue - I don't think developers should be making a 
habit of dealing with end users.  It takes time for the client facing person to 
learn (and in reality, they probably don't want to learn) what the developers 
knows or what they need to know to research a problem.  However, a go between 
in most cases is not an issue.  

The situation I deal with currently is where there is a department of folks (4 
of them) that do all the client facing on issues - anything they cannot figure 
out they discuss with me - I give them a list of items to find out and they go 
and gather the information.  The interaction helps in them learning how to work 
with the clients, gather the information and eventually solve similar problems 
without bringing me in.  The only time I speak directly to the users (besides 
when presenting a training class) is if we cannot solve it and I need to see 
what is happening (beyond screenshots).  At that point the client facing folks 
set up a webex and lead the live meeting.  When we first stood up the system I 
was very active in the troubleshooting but now I don't know about most of the 
calls they field.  In fact, recently they've started taking on more of the 
adminstrative work such as adding users, maintaining menu lists, etc.  Just 
takes time and patience to get those folks up to speed.  

Of course if the person that is performing the client facing activities isn't 
interested or capable of learning how to support the users, then that may be an 
issue that needs to be discussed with management.

just my two cents.

- Original Message -
From: "Lisa A DLA CTR INFORMATION OPERATIONS Kemes" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, April 22, 2014 2:13:43 PM
Subject: Re: Remedy Support Team Hierarchy

Kathy,

Sounds rough, but I think you are in good company with a lot of us.  I'm a 
contractor and so when an end user says they are having a problem with "opening 
a form and saving it" there are about 1000 questions I have for the end user, 
but that's what the Project Manager writes down and communicates to us.  Plus, 
I want to make sure I recreate the problem EXACTLY as the customer is 
experiencing it (so I know what workflow to
look at).   

Can I just pick up the phone and contact the end user?  Nope, I have to work 
with ANOTHER contractor  that asks the Program Manager of Remedy the questions 
I have, who then asks the end user.  This process can take up to 4 weeks.  It's 
awful, plus, because I'm not part of the conversation, I can't ask follow up 
questions right then and there.
It's painful.   Sometimes, I'm able to ask the Program Manager directly,
but what I'd really like to do is get to that end user.  

I think there are a lot of us in the same boat.  

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Monday, April 21, 2014 4:53 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Support Team Hierarchy

** 

Hi,

 

Our Remedy team is having its challenges.  Our Management has placed a person 
who has no technical clue about Remedy, or any aspect of software development 
to manage the critical Remedy Projects.  Management seems to think that you do 
not need Remedy experience to manage these type of projects, all you need is 
the ability to go out there and ask questions,
chase info down.   The problem is:  1) this new person does not even
know the right questions to ask, and 2) cannot articulate the answers.
When the developer explains things to this project manager It's like us 
talking to a piece of sheetrock.  By the way, most of the "ideas and processes" 
this person has begun to build is without leveraging the knowledge of the 
Remedy Developers J No information, new processes are
even discussed to the developers.   Unreal.  I have not even mentioned
the fact that the individual does not get along with 95% of the team.
This individual is completely different Management so they think they have 
rescued us J  

 

What is the Remedy team structure like in other organizations? What roles are 
there

Re: How can I increase user adoption?

[Rick Westbrock]

Thanks  Shawn, I will look into tweaking CM to work for SDLC. We have a 
separate tool for deployment that is going a great job but the developers only 
use it for deployment, there is a separate system for the  SDLC stages I 
described earlier. If I can figure out what needs to be done to CM to make it  
work for the developers to track the full lifecycle and put a level of effort 
on it then that might be a good path to pursue. The real trick will be writing 
an integration between the SDLC tool and Remedy CM and CMDB though (e.g. being 
able to relate an Incident to a specific release). I wish I were on a newer 
version of ITSM that supported Release however.

-Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, March 27, 2014 4:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: How can I increase user adoption?

**
We've highly configured (with only one small area of custom code and fields) 
our Change Management system to function for SDLC in our organization.  That 
being said, it's just the process, not the actual automation for code 
deployments and such.  The next phase is to integrate with TFS for our 
Microsoft programmers and SVN for our Java programmers, which I admit has been 
on a perpetual backburner while we focused on more critical stuff.  Still, it's 
in the roadmap, as soon as we finish some of the more critical things which 
seem like we're making progress on.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, March 26, 2014 4:01 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I increase user adoption?

**
Thanks for the tips everyone, glad to see I was at least on the right track in 
some respects. Some users may not like that the WUT has reached its sunset but 
you are right, part of my job is to help them see why that is actually a good 
thing for them. I do already have a request for inbound e-mail integration, 
notably for change approvals since the managers who do the approvals would love 
to do it easily from a mobile device so I'm already looking into that. We do 
own Mobile Reach but it hasn't been implemented yet, that will be a big win for 
the warehouse guys; that project is on my plate for this year for sure.

Shawn, I am painfully aware of the "IT Hero" syndrome and if I were a manager I 
would want to identify those people and re-educate them so that they are more 
of a team player. Using Remedy wouldn't help with that but a manager could 
assess a user's reaction to being mandated to use Remedy more for better effort 
tracking.

One thing that would really help sell the ITSM suite here is if it included a 
true software development lifecycle module (SDLC) from requirements gathering 
to deployment to bug tracking. Other offerings claim to have SDLC to one extent 
or another and currently we are using a completely different tool for that; in 
a perfect world we would either do it all in one tool or at least have a tight 
integration between the two tools. It may be that this integration might be the 
best way to make a lot of the users happy as the developer types work in the 
SDLC tool and don't like having to jump over to Remedy for some tasks.


Thanks all,
Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Wednesday, March 26, 2014 12:11 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I increase user adoption?

**
Hi Rick!
Claire & Joe are (as usual) on the right track.
The bottom line is 'WIIFM' - What's In It For Me.
The only way to get user buy-in is to show them how the change will help them.
Better justification for more staff; verification of current effort;  fewer 
clicks to accomplish something; time saved (more coffee breaks), etc.
You goal is to understand how the change helps them & sell it (i.e. web instead 
of WUT mean less overhead & better GUI tool).
A secondary point would be how the change helps the enterprise/employer
HTH,
Joel
Joel Senderjdsen...@earthlink.net<mailto:jdsen...@earthlink.net>
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, March 26, 2014 11:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I increase user adoption?

**
Rick,

You have sort of answered your own question. Making the Remedy application web 
driven, would certainly get a more positive response fro

Re: How can I increase user adoption?

[Rick Westbrock]

Thanks for the tips everyone, glad to see I was at least on the right track in 
some respects. Some users may not like that the WUT has reached its sunset but 
you are right, part of my job is to help them see why that is actually a good 
thing for them. I do already have a request for inbound e-mail integration, 
notably for change approvals since the managers who do the approvals would love 
to do it easily from a mobile device so I'm already looking into that. We do 
own Mobile Reach but it hasn't been implemented yet, that will be a big win for 
the warehouse guys; that project is on my plate for this year for sure.

Shawn, I am painfully aware of the "IT Hero" syndrome and if I were a manager I 
would want to identify those people and re-educate them so that they are more 
of a team player. Using Remedy wouldn't help with that but a manager could 
assess a user's reaction to being mandated to use Remedy more for better effort 
tracking.

One thing that would really help sell the ITSM suite here is if it included a 
true software development lifecycle module (SDLC) from requirements gathering 
to deployment to bug tracking. Other offerings claim to have SDLC to one extent 
or another and currently we are using a completely different tool for that; in 
a perfect world we would either do it all in one tool or at least have a tight 
integration between the two tools. It may be that this integration might be the 
best way to make a lot of the users happy as the developer types work in the 
SDLC tool and don't like having to jump over to Remedy for some tasks.


Thanks all,
Rick

_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Wednesday, March 26, 2014 12:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: How can I increase user adoption?

**
Hi Rick!
Claire & Joe are (as usual) on the right track.
The bottom line is 'WIIFM' - What's In It For Me.
The only way to get user buy-in is to show them how the change will help them.
Better justification for more staff; verification of current effort;  fewer 
clicks to accomplish something; time saved (more coffee breaks), etc.
You goal is to understand how the change helps them & sell it (i.e. web instead 
of WUT mean less overhead & better GUI tool).
A secondary point would be how the change helps the enterprise/employer
HTH,
Joel
Joel Senderjdsen...@earthlink.net<mailto:jdsen...@earthlink.net>
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, March 26, 2014 11:11 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I increase user adoption?

**
Rick,

You have sort of answered your own question. Making the Remedy application web 
driven, would certainly get a more positive response from your UNIX users. Is 
your application mobile enabled? That could be another great tool. While many 
users may complain of yet another fat tool on their PC's they probably will 
have less to complain if they have to install an application on their mobile 
device, especially if that mobile device they use is a corporate device.

Another approach is customizing your application to make it partially email 
driven wherein you let the users interact with the application through emails.

The other are management strategies like that what Sanford pointed out. Try 
getting management that have control on company or department policies involved 
and explain to them the need for driving the users to use the application and 
its benefits. That usually is the biggest game winner. There could be no other 
more powerful tool than enforcing a policy - afterall that would mean it would 
make it an official part of their day to day activities.

Work out an incentive program. One that comes to mind is awarding the most 
responsible user of the month an iPad or an Android tablet that he is given to 
use to keep, if your company loans such devices to users to perform tasks when 
on the move. I might call that program RUM :) - Responsible User of the Month..

Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, March 26, 2014 1:29 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How can I increase user adoption?

Find the most overworked group.  The one that really needs additional staff and 
are not able to provide proof.

Tell them that if they document what they do, incidents and requests, they 
stand a better chance of getting new team members than without back-up 
documentation.

We have several teams here that were able to hire new FTE because they had 
proof of all the work they do!

From: Acti

How can I increase user adoption?

[Rick Westbrock]

Howdy list!


I recently came into a new environment where the user base (IT users only) are 
not very inclined to use Remedy unless they absolutely, positively must (such 
as for change requests). I am looking for any ideas to help me increase user 
adoption across the IT department which happens to have lots of *nix people who 
have a built-in bias for a CLI (so any GUI will have an uphill battle).



Unfortunately our environment is ARS 7.1 with ITSM 7.0.3 so that's sort of 
strike one against me. It appears that most users are still using the Windows 
User Tool (WUT) which in my mind is strike two since we are living in an era of 
browser-based apps and in general the WUT interface just looks old. IMO users 
are missing out on opportunities for tracking and metrics that could be very 
useful for them just because they dislike the UI.



I am thinking that maybe as I get to know my user base I try to push them 
towards the mid-tier as a first step, that is one less fat client running on 
their desktop. I am hoping to get the upgrade project to 8.1 into the initial 
planning stages soon but it will be quite a while before we are ready to start 
any actual work. (On a side note my plan is to stand up a fresh 8.1 server, 
copy over/recreate our customizations (as overlays where necessary) and then 
migrate the data using rrr|Chive.) In the meantime is it worth investigating 
the possibility of running a newer version of mid-tier against my 7.1 app 
server? I'm not sure if there are any visual or usability enhancements to be 
gained by doing so and don't want to waste time looking up compatibility charts 
if there's little to no improvement down this path.



Any and all suggestions are welcome and feel free to toss a raspberry my way 
for still being on 7.1 (long story that I don't want to relate, suffice to say 
that I inherited the environment as did my predecessor.) I did start a 
complementary topic over at BMC Communities just on the off chance that there 
are people with valuable information there who don't read the ARSList (although 
I can't imagine why). https://communities.bmc.com/message/414397





Thanks,

Rick


_
Rick Westbrock
Remedy Administrator | IT Department
24 Hour Fitness USA, Inc.

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Re: blue frame on image

[Rick Westbrock]

Marcelo-

I think if you can show source code in your browser and snip out the section 
that is displaying the image in question that someone on the list would better 
be able to help you figure out a solution. There has to be some sort of 
formatting applied that is causing the blue border (it could be calling an 
external CSS style sheet for example).

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Monday, March 10, 2014 7:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: blue frame on image

Thanks for the suggestion, John. The image does not have a border. 
The image was uploaded to SRM via the Service Request Marketing Slide 
Management page. I'm asking if anyone with SRM experience has run into this 
issue and how they went about fixing it.


Thanks,
Marcelo

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Friday, March 07, 2014 2:34 AM
To: arslist@ARSLIST.ORG
Subject: blue frame on image

I think it would be helpful to post the markup from the page containing the 
blue frame. There are various answers depending on how mid tier rendered the 
image/link. 

For a start, if the image has the border, you probably want 
style="border-style: none" on the image tag. 

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Are, and have been for 20 years"

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