Re: What's the NextId?

[Rick Cook]

Randeep, yes, all requests flow THROUGH AR Server, but not all are
generated directly BY it.  Outside products would likely use a plug-in
server thread, which creates the competition with direct AR Server calls
for the Next ID calls.

Thomas, Notify already runs in Phase 3 - there is no "later phase".  Run
Order can be used within that phase to set an order of operation.

Rick Cook

On Thu, Oct 12, 2017 at 11:07 PM, Randeep Atwal 
wrote:

> **
> Other idea(s)
>
> Idea 1
> For just the Request ID instead of looping a table field, you can include
> it statically in the subject and/or body line of the email.  Since notify
> actions run after the  database commit occurs.  You lose the template
> niceties for this one field, but I think it's manageable since all
> notifications need a reference ticket usually, and having it in the same
> format is realistic.
>
> 2 Create a new field for Incident ID - separate from the system generated
> Request ID (FieldID 1) Since you are talking about using Request ID I guess
> you are not using the BMC ITSM, app, and this is a custom app.  But there
> is nothing to stop you creating push field filter workflow that creates a
> unique Incident Number in phase 1 filter processing that would be
> available.  You would create a form that does nothing but generate numbers,
> and use $LASTID$ to get the number This would likely be painful to retrofit
> if you already have lots of references to the request id all over the place.
>
>
>
> On Thu, Oct 12, 2017 at 10:43 PM, Thomas Miskiewicz 
> wrote:
>
>> **
>> Randeep, we don’t like the out of the box email templates so we’ve build
>> our own app. In that Workflow I loop through a table field to replace
>> variables of a template with the ticket data. Overwriting the filter phases
>> means I don’t have access to the Request ID when I need to send the
>> notification. Ticket $Request ID$ has been created ends up being Ticket
>> has been created.
>>
>> Answering your question we arrive at another problem in BMC Remedy: no
>> control over filter phases for the user.  Why cannot I postpone Notify to a
>> later phase on demand?
>>
>> It looks like I got two options left:
>>
>> 1. Set block size to 1
>>
>> 2. Instead of sending that email immediately push it to a staging form
>> and run an escalation to send emails after the holy grail Request-ID is
>> finally there.
>>
>> 3. Any other ideas?
>>
>> On 13. Oct 2017, at 04:08, Randeep Atwal  wrote:
>>
>> **
>> Rick, everything that generates NextID's must come through an ARSystem
>> server so I don't know what you mean when you say 'If you have multiple
>> outside entities creating large number of records at once'
>>
>> All requests go through the AR Server.
>>
>> I would theorize that you may have other factors in play once you remove
>> the NextID bottleneck by using chunks of 100.  Something to bear in mind is
>> that by chunking NextID's, you cause the scalability of the system to go up
>> (i.e. more records per second getting created) - but the per record
>> response time under high load is likely to go down (due to the system being
>> under heavy load, other downstream constraints such as CPU/Disk Speed start
>> to appear, where they would not appear if the NextID bottleneck was in
>> place)  It effectively acts as a throttle.  So your results could be easily
>> misinterpreted.
>>
>> I would think a way to confirm this is to generate parallel load from a
>> high number of worker threads, and time how long it took to reach the same
>> number of records created with 1 or 100 for the NextID chunk size.   Then
>> compare the times.  Anyway, we are off on a tangent from the original topic
>>
>> Thomas, I am actually curious as to why you want to know a nextid.  What
>> Abhijeet said explains why it doesn't make sense to ask for it, but often
>> in workflow scenarios, where you want to generate something unique and
>> refer/tie back to something else.  you are better off using
>> Application-Generate-GUID [" *GUIDPrefix*" ]
>>
>>
>>
>>
>>
>>
>> On Thu, Oct 12, 2017 at 5:27 PM, Rick Cook  wrote:
>>
>>> **
>>> Abhijeet, my results were repeated and conclusive.  Here is the only
>>> logical explanation for my findings that makes sense:
>>>
>>> There is a time cost to the DB call for Entry IDs.  The cost increases
>>> incrementally the more that are requested at once.  The thought is that 100
>>> individual requests will take substantially more time th

Re: What's the NextId?

[Rick Cook]

Abhijeet, my results were repeated and conclusive.  Here is the only
logical explanation for my findings that makes sense:

There is a time cost to the DB call for Entry IDs.  The cost increases
incrementally the more that are requested at once.  The thought is that 100
individual requests will take substantially more time than retrieving 100
IDs in one request.  That thought has been proven to be correct - it's why
the feature was added. However, the difference in time was tested against a
system that had multiple sources (NMS) attempting to grab multiple Entry
IDs at the same time, not a normal system without those multiple outside
requests, because it was the first environment that was reporting the
problem with performance.

On a system where the volume of IDs is high enough to cause a system
bottleneck at the DB ID request, *which requires multiple simultaneous
requests from different sources*, that bottleneck costs more additional
time than is lost by the increased time it takes to request multiple IDs at
one time.  However, on a system that is not bound by the Next ID calls to
the DB, or has only a single source (AR System) requesting IDs, there is no
advantage gained by the multiple requests, because the time "gained" by
having a cached ID is negligible - too small to even notice.  And, as my
testing proved (to my surprise), there was an increasing net cost to system
performance as the number of IDs requested in a single call grew.  This
must be because the time it takes to gather, say, 100 records in one call
is actually *higher* than it is to do 100 individual calls - IF AR System
is the only source of those calls.  The simple correlation is that if AR
System is the only thing generating new Request ID requests to the DB, you
don't need, and will not benefit from, a number larger than 1.  If you have
multiple outside entities creating large number of records at once, you
very well may benefit from it.

My tests that showed decreasing performance as the Next Id block grew were
creating about 1.5 million records, but, and this is important - all were
from the same source - AR System workflow.  There were no other
simultaneous demands on the table, and few on the system.  Therefore, the
system of generating one ID at a time had a cumulatively lower transaction
time than it did when it had to wait for multiples to be retrieved and then
allocated individually.  The BMC Engineer, who I know to be very smart and
experienced with Remedy, had no explanation for my results.  I believe this
to be that BMC didn't test against a control (normal) system, and therefore
had no data on its effect on them.

Why then, they chose to recommend that setting to all customers, is a
mystery to me.

Rick Cook

On Thu, Oct 12, 2017 at 4:56 PM, Gadgil, Abhijeet 
wrote:

> **
>
> Rick, I do not think that is accurate.
>
> Logically, if the block size is 100 then the server will access the DB
> once to retrieve the next block id every 100 records.  If it is 1, then the
> server goes to the DB for every record.
>
> Later cannot be faster.
>
>
>
> Further, to answer the original question, returning the next id in an API
> call would mean preventing creation of ids by anyone other than the caller
> until the id has actually been used -- otherwise the information might be
> obsolete before the client receives it. That is the reason for not exposing
> it via an API
>
>
>
> Regards,
>
> Abhijeet
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* 13 October 2017 02:12
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What's the NextId?
>
>
>
> **
>
> Here's the skinny on that.  I got this from the engineer who built that
> feature, btw.
>
>
>
> The problem was that system performance was being constricted around the
> action of getting the NextId for a record when multiple sources (say,
> Netcool and HPOV) were throwing tons of requests at the (Incident) form at
> the same time.  The process of getting each Next Entry ID in individual DB
> calls was bottlenecking the process of creating the records.  So that's why
> BMC came up with a way to pre-allocate those in bulk, so that only every N
> times (whatever the number is set to) would an actual call to the DB to get
> Next IDs be necessary.  The transaction time to retrieve 1 or 100 wasn't
> much different, and those customers with multiple programs requiring many
> simultaneous record creations saw a marked performance increase.  It was,
> and is, a good feature add.
>
>
>
> So (then a miracle occurs) and BMC announces that this particular corner
> case had a solution that everyone should benefit from, and announced that
> the number should be 100 for *all* customers.  I tested t

Re: What's the NextId?

[Rick Cook]

Tim, I think he is looking not for the next one that the DB has, but the
one that's already been allocated to the AR server and would be the next
Entry ID for the next record actually created.  In the current scenario,
anywhere between 1 and 99 Entry IDs would have already been fetched from
the DB and cached to EACH AR server you have, so the call would have to
come from the actual AR server, not from the DB.

Rick Cook

On Thu, Oct 12, 2017 at 1:47 PM, Hulmes, Timothy W CTR MDA/ICTO <
timothy.hulmes@mda.mil> wrote:

> Thomas
>
> You can get this data from the "AR System Metadata: arschema" form.
>
> The fields of importance on this form:
> Name = the Form Name
> nextId = The next available ID for that form
>
>
> Tim
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Thomas Miskiewicz
> Sent: Thursday, October 12, 2017 2:14 PM
> To: arslist@ARSLIST.ORG
> Subject: What's the NextId?
>
> Hello List,
>
> with NextID Block size being set to 100 —>  is it possible the find out
> using the API which will be the next Request-ID that the server will assign
> to a request? Or what other options do I have to find out?
>
>
> --Thomas
>
> 
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>
> 
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Re: What's the NextId?

[Rick Cook]

Here's the skinny on that.  I got this from the engineer who built that
feature, btw.

The problem was that system performance was being constricted around the
action of getting the NextId for a record when multiple sources (say,
Netcool and HPOV) were throwing tons of requests at the (Incident) form at
the same time.  The process of getting each Next Entry ID in individual DB
calls was bottlenecking the process of creating the records.  So that's why
BMC came up with a way to pre-allocate those in bulk, so that only every N
times (whatever the number is set to) would an actual call to the DB to get
Next IDs be necessary.  The transaction time to retrieve 1 or 100 wasn't
much different, and those customers with multiple programs requiring many
simultaneous record creations saw a marked performance increase.  It was,
and is, a good feature add.

So (then a miracle occurs) and BMC announces that this particular corner
case had a solution that everyone should benefit from, and announced that
the number should be 100 for *all* customers.  I tested this back in 7.6.04
against a RH server, with settings at 1, 10, 100, and 1000, and found that
performance was actually NEGATIVELY affected the higher the number was
set.  It wasn't a huge difference (10%~), but it was a clear, repeatable
one for which BMC's engineer had no explanation.  It is why I have always
advocated that unless a customer has the specific set of circumstances that
caused the feature to be beneficial, there is no real benefit to setting
the number larger than 1.  And there are minor drawbacks to doing so, the
current subject being one of them.

Every time I ask someone from BMC to justify a larger number to the average
customer, they repeat the party line, unaware of the history behind the
feature.  I will continue to tilt at this windmill until someone at BMC
shows me some performance testing numbers that justify this setting for the
entire customer base.

Rick

On Oct 12, 2017 13:30, "Thomas Miskiewicz"  wrote:

> **
> i.e. there is no hack to find out the nextID before it actually gets
> submitted?
>
> Apart from that, I really don’t understand why BMC makes such a fuss
> around the nextID. Why can’t they just provide a special command GET-NEXTID?
>
>
> Thomas
>
>
> On Oct 12, 2017, at 10:26 PM, LJ LongWing  wrote:
>
> **
> There are no interfaces that I'm aware of to ask a specific server what
> the next id it will hand out for a specific form is
>
> On Thu, Oct 12, 2017 at 2:14 PM, Thomas Miskiewicz 
> wrote:
>
>> Hello List,
>>
>> with NextID Block size being set to 100 —>  is it possible the find out
>> using the API which will be the next Request-ID that the server will assign
>> to a request? Or what other options do I have to find out?
>>
>>
>> --Thomas
>>
>> 
>> ___
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>> "Where the Answers Are, and have been for 20 years"
>>
>
> _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: [EXTERNAL] Re: CMDB/Asset Management Training

[Rick Cook]

Well, the purpose of a CMDB is to track your system hardware.  Ideally,
that happens through discovery.  Most discovery platforms require root
access to servers and such.  That can be a significant hurdle for some
places.  Alternatively, manual entry of CI data can be done.  Data
consistency can be a real issue there as well.

Rick

On Oct 5, 2017 16:27, "Fawver, Dustin"  wrote:

> **
>
> Rick,
>
>
>
> Can you elaborate a little bit on the “system data” bit regarding the
> CMDB?  I’m currently running on just ARS.  I hear that ARS 9.5 is supposed
> to come with CMDB.  I’m not quite sure what I’m going to be able to do with
> it.
>
> Thanks!
>
> Dustin Fawver
>
> Sr. Help Desk Technician
>
> Information Technology Services
>
>
>
> P: 423-439-4648 <(423)%20439-4648>
>
> itsh...@etsu.edu
>
> [image: itslogo] <http://www.etsu.edu/helpdesk>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Thursday, October 05, 2017 7:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: CMDB/Asset Management Training
>
>
>
> **
>
> Having worked with the CMDB for some years, I can tell you that the
> biggest obstacles to a successful rollout are having access to system data
> and the quality of that data.  That's where 80% of the work will be.
>
> Rick Cook
>
>
>
> On Oct 5, 2017 16:07, "Jason Miller"  wrote:
>
> **
>
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
>
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
>
>
> Jason
>
>
>
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott 
> wrote:
>
> **
>
> Hello All,
>
>
>
> I'm working at a company that is looking to build out and enhance our
> Asset Management and CMDB utilization, potentially adding discovery later.
>
>
>
> They are setting aside a training budget and want to train our in house
> staff properly.
>
>
>
> What would you all recommend as the best training courses that include
> real world application, certifications, etc. that would effectively use
> those dollars most effectively?
>
>
>
> Thanks,
>
>
>
> Levi
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _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: CMDB/Asset Management Training

[Rick Cook]

Having worked with the CMDB for some years, I can tell you that the biggest
obstacles to a successful rollout are having access to system data and the
quality of that data.  That's where 80% of the work will be.

Rick Cook

On Oct 5, 2017 16:07, "Jason Miller"  wrote:

> **
> I think there are two things to look at here. There is the the tool and
> how to use it, but using an AM system is such an uphill battle if you don't
> have process and dedicated staff to make AM work. If your organization
> doesn't have solid AM practices/policy/procedures, that is probably the
> best place to focus before training on the tool
>
> I have seen a number of places that seem to think a AM/CMDB system brings
> some kind of magic that alleviates all the hard work. I have seen these
> places fail time and time again.
>
> Jason
>
> On Thu, Oct 5, 2017 at 9:31 AM, Levi Lippincott  > wrote:
>
>> **
>> Hello All,
>>
>> I'm working at a company that is looking to build out and enhance our
>> Asset Management and CMDB utilization, potentially adding discovery later.
>>
>> They are setting aside a training budget and want to train our in house
>> staff properly.
>>
>> What would you all recommend as the best training courses that include
>> real world application, certifications, etc. that would effectively use
>> those dollars most effectively?
>>
>> Thanks,
>>
>> Levi
>> _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: How to "split" Unrestricted Access

[Rick Cook]

What about using subadmin permissions?

Rick

On Apr 21, 2017 02:22, "Irina Solarcuka"  wrote:

> **
> Hi,
>
> The issue is that all support groups members has unrestricted access and I
> can't remove that.
> It is a reason why I need "another unrestricted access" that allows to HR
> people to see only their incidents.
> At the same time I need to limit an existing Unrestricted Access so that
> people can see only non-HR incidents.
>
> BR,
> Irina
>
> 2017-04-21 11:33 GMT+03:00 Chris Jones :
>
>> **
>>
>> Hi Irina,
>>
>>
>>
>> Another option for you to consider is using parent groups to control
>> access to multiple companies, etc.
>>
>>
>>
>> https://docs.bmc.com/docs/display/public/ars81/Using+a+paren
>> t+group+for+permissions+inheritance
>>
>>
>>
>> Maybe you could create an HR parent group and grant access to that so HR
>> people are granted access to anything within this parent group?
>>
>>
>>
>> Regards,
>>
>>
>>
>> Chris
>>
>>
>>
>> *Chris Jones, *Director
>>
>> www.aramea.co
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Irina Solarcuka
>> *Sent:* 21 April 2017 05:34
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* How to "split" Unrestricted Access
>>
>>
>>
>> **
>>
>> Hi,
>>
>>
>>
>> I would like to "split" Unrestricted Access in two parts - HR
>> Unrestricted Access and Unrestricted Access for the other incidents.
>>
>> Is it possible?
>>
>> I've created an additional field in CTM:People form called HR
>> Unrestricted Access, an additional Role and group with the same name.
>>
>> I can't use multi-tenancy since we have a mix of customers and support
>> companies. Each support company can support each customer.
>>
>> I can't remove Unrestricted access from all the users that have that
>> because of the same reason..
>>
>>
>>
>> Any help is appreciated
>>
>>
>>
>> BR,
>>
>> Irina
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> --
>> [image: Avast logo] 
>>
>> This email has been checked for viruses by Avast antivirus software.
>> www.avast.com 
>>
>>
>> <#m_-6290024271075412092_m_-6962839163921790740_DAB4FAD8-2DD7-40BB-A1B8-4E2AA1F9FDF2>
>> _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: Need help with .NET API

[Rick Cook]

Plug-in logs?

Rick

On Mar 20, 2017 07:23, "Kaur"  wrote:

> Client have been using it for years and we have no idea what credentials
> are being used.
> Of course, we can't ask that from client and we don't have at
> documentation.
>
> Any way we can identify/find the user id?
>
> Thanks!
> Kaur
>
> 
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Re: Official announcement of BMC Exchanges replacement for BMC Engage

[Rick Cook]

And, FWIW, I know that this possibility is being investigated.

Rick

On Feb 22, 2017 13:14, "LJ LongWing"  wrote:

> **
> Jason,
> You seem to have missed the very important end of that message
>
> [In addition, you may have seen the discussion on BMC Communities from
> members of the Remedy community considering the possibility of hosting a
> worldwide Remedy user group meeting in 2017. Should this occur, BMC is
> firmly committed to supporting it.]
>
> On Wed, Feb 22, 2017 at 1:45 PM, Jason Miller 
> wrote:
>
>> **
>> https://communities.bmc.com/groups/bmc-global-services/blog/
>> 2017/02/22/bmc-exchange-coming-to-a-city-near-you
>>
>> BMC Exchanges are one-day, no cost events where you will gain new
>> insights about digital business, get up-to-date information about the
>> latest BMC products and services, and network with your peers, BMC
>> partners, and BMC experts.
>>
>> Hosted in nine cities across four continents, we’ve made it easier than
>> ever to attend a BMC Exchange event near you:
>> Washington, DC – June 7th
>> New York City – October 12th
>> San Francisco – October 25th
>> Singapore – October 31st
>> Beijing – November 2nd
>> Essen (Germany) – November 14th
>> London – November 16th
>> Sao Paulo – November 30th
>> Paris – January 25th (2018)
>> _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: Official announcement of BMC Exchanges replacement for BMC Engage

[Rick Cook]

Well, I suppose if one lives in one of those cities, there would be no
cost. For many of the rest of us, traveling for just one day isn't even
worth requesting.

Rick

On Feb 22, 2017 12:47, "Jason Miller"  wrote:

> **
> https://communities.bmc.com/groups/bmc-global-services/
> blog/2017/02/22/bmc-exchange-coming-to-a-city-near-you
>
> BMC Exchanges are one-day, no cost events where you will gain new insights
> about digital business, get up-to-date information about the latest BMC
> products and services, and network with your peers, BMC partners, and BMC
> experts.
>
> Hosted in nine cities across four continents, we’ve made it easier than
> ever to attend a BMC Exchange event near you:
> Washington, DC – June 7th
> New York City – October 12th
> San Francisco – October 25th
> Singapore – October 31st
> Beijing – November 2nd
> Essen (Germany) – November 14th
> London – November 16th
> Sao Paulo – November 30th
> Paris – January 25th (2018)
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC Engage

[Rick Cook]

Yeah, given how well the last one was attended, there has to be some other
reason.  I'm guessing it has something to do with sales goals.

Rick

On Feb 7, 2017 11:31, "Saji Philip"  wrote:

> ** I hear they are trying to revive the WWRUG (the founders) in a
> different format, if BMC does announce no more Engages.  BMC really blew it
> with this one..
>
> And everything they are saying is 'we conducted surveys and listened to
> the public and decided that multiple geo-centric events is betier than a 4
> day global conference.'  Really? Who did they talk to?  I say the new CEO
> did not want to fork over a million to subsidize and organize these
> events.  Probably gave the pink slip to the BMC event dept.
>
> On Tue, Feb 7, 2017, 6:27 AM Joe D'Souza  wrote:
>
>> **
>>
>> I haven’t been to an ENGAGE yet so can’t comment on it but yes the WWWRUG
>> were definitely worth it for a lot of reasons if you could afford the cost
>> and expense associated to making to one..
>>
>>
>>
>> So where would these “exchanges” be held at?
>>
>>
>>
>> Joe
>>
>>
>> --
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Tales - Grupos
>> *Sent:* Tuesday, February 07, 2017 7:19 AM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: BMC Engage
>>
>>
>>
>> **
>>
>> This seems to be true as I found here: 
>> *https://communities.bmc.com/thread/159503
>> *
>>
>> "...But essentially,  we are changing it up to a more flexible,
>> innovative and approachable format for our customers.  In 2017,  we'll be
>> hosting MORE locally based,  one day FREE events (think mini Engage) and
>> they will be called BMC Exchange. We already host BMC Exchanges outside
>> North America and have for many years.  They're widely successful!  We
>> understand and have heard from our customers that being away from the
>> office for a week, the conference fee and the T&E expense to come to LV is
>> a lot.  So more exciting information to in Jan and thank you for you
>> patience as we work on the details/schedule..."
>>
>>
>>
>> 2017-02-07 9:34 GMT-02:00 BradRemedy :
>>
>> **
>>
>> I mean - even Sevicenow is having a conferencehttp://
>> knowledge.servicenow.com/
>>
>>
>>
>>
>>
>>
>>
>> On Tue, Feb 7, 2017 at 1:33 PM BradRemedy  wrote:
>>
>> yeah I also heard the same thing. And just when I wanted to go to it this
>> year. I really wish BMC would just stick to one thing. I also wish that
>> WWWRUG would come back.
>>
>>
>>
>> There is no way that I will be able to get motivation to fly to a one day
>> event. I managed to convince the business that the 4 day event in the
>> states was fantastic and worth the money.
>>
>>
>>
>>
>>
>>
>>
>> On Mon, Feb 6, 2017 at 4:50 PM Saji Philip  wrote:
>>
>> ** I am hearing that BMC Engage for 2017 is not happening   _ARSlist:
>> "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _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: ITSM 9.1.2 fields and forms freebies now available

[Rick Cook]

Thanks for doing this, Ben.  I'm sure it will be helpful.

Rick

On Feb 1, 2017 09:28, "Ben Chernys" 
wrote:

> **
>
> Hi Folks,
>
>
>
> A short email to announce the availability of the Freebies Forms and
> Fields spreadsheet for ITSM 9.1.2.  This was an original stack install 8.1
> that was upgraded and had Smart IT installed as well.  Also available are
> the fields for Service Now – a much smaller spreadsheet J
>
>
>
> Further news:  Meta-Archive is now in production use on ITSM 9.1 and we
> have more customers using Meta-Archive for HTML.  Find out why Meta-Archive
> is chosen on 9.1 by looking at the web site or asking questions off-list.
>
>
>
> Cheers,
>
> Ben Chernys
> Senior Software Architect
> [image: logoSthInc-sm]
>
> Canada / Deutschland
> Mobile:+49 171 380 2329 <+49%20171%203802329>   GMT - 7 + [ DST ]
>
> Mobile +1 403  554 0887 <(403)%20554-0887>
> Email:   ben.cher...@softwaretoolhouse.com
> Web: 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 a complete tree and
> checking associatuions.  Archive output to different servers, HTML pages
> with links to attachments or archive forms.
>
>
>
> Pre ITSM 9.1.02?  Clarify?  Roll your own?  No problem!
>
> You can keep your valuable data!
>
>
> http://www.softwaretoolhouse.com/
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Splunk

[Rick Cook]

As with any monitoring tool, it's all in the configuration and support.
Our experience doesn't show it to be all that helpful, but I think that's
less he tool and more the experience level of those running it.

Rick

On Jan 27, 2017 09:13, "Mckinnish, Randy" 
wrote:

> **
>
> Hey Listers,
>
> Anyone using Splunk for monitoring mid tiers or your AR Servers? If so
> what are your thoughts on any value that it adds? Our shop uses several
> tools already in place and we now have Splunk for some of the other
> applications. Just wondering if it’s a better option and wanted to see what
> others think.
>
>
>
> Thanks
>
>
>
> *Randy*Mckinnish | senior remedy developer | compass group, nad | o:
> 704.328.1970 <(704)%20328-1970>
>
>
>
>
>
>
>
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://www.compass-usa.com/disclaimer
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Pat Zandi

[Rick Cook]

Oh, so sad!  I knew Pat, and he was a great guy.  Glad he's no longer in
pain.

Rick

On Jan 11, 2017 11:34, "Warren R. Baltimore II" 
wrote:

> **
> Folks,
>
> I wanted to take a few moments and let those of you who are following the
> list know that Pat Zandi passed away on Monday.
>
> Pat had been battling cancer for the last year.  He came to work for Dev
> Technology about a year or so before I did after he retired from the Air
> Force.  He was a great team mate, and a good guy.  He will be missed.
>
> His obituary can be found here:  http://www.colonialfuneralhome.com/home/
> index.cfm/obituaries/view/fh_id/11079/id/4062535
>
> Warren
>
> --
> Warren R. Baltimore II
> Remedy Developer
> 410-533-5367 <(410)%20533-5367>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Fields Missing From Overlay

[Rick Cook]

Are the missing fields part of the view overlay, too?

Rick

On Jan 10, 2017 12:29, "Brian Pancia"  wrote:

> **
>
> I have some modifications that have been made to CTM:People.  All
> modifications were done using overlays.  When exporting/importing overlays
> I usually only import _o forms from the export.  Another developer imported
> both the base and the _o.  For the CTM:People form after the import was
> done of both the base and the overlay, users cannot see some of the fields
> that were modified in the overlay.  For example the More Details tab.  If
> you login as admin you can see the tab no problem.  This is an out of box
> object.  Checked permissions and any associated workflow.  Permissions were
> fine and there was no workflow hiding the tab.  I removed the overlay and
> recreated it.  Now the tab is showing but there are other out of box fields
> that were modified (either resized or moved nothing major) that are not
> showing.  Very bizarre has anyone else seen this?
>
>
> ARS 9.1 patch 1
>
> ITSM 9.1 SP1
>
> Windows 2012
>
> SQL Server 2012
>
>
> Thanks,
>
>
> Brian
>
>
>
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
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Re: Retro AR server question

[Rick Cook]

The instructions should be in the patch, but usually on a Unix system, I
would bet that there will be code to import, and possibly some new files
for the midtier server or a new .jar file or something.  Should be easy
enough.

Rick Cook

On Wed, Nov 2, 2016 at 7:18 AM, Dave Barber  wrote:

> **
> Good to see the list is still here!
>
> Anyway, onto my question.
>
> One of our older systems, ARS 7.5 patch 004 (on Solaris), its running the
> ITSM 7.5 change management applications.  We've experienced an issue with
> email corruption (we have a notification system that can generate some
> rather large customer notifications), looks like this was recognised and
> fixed in the 7.5 patch 006 email system.
>
> Just wanting to check on the patching process.  It should be just a simple
> file replacement for the various patched files?  Aside from editing
> emaild.sh for the relevant installation folder and similar for the Java
> folder, there shouldn't be any problems?
>
> Regards
>
> Dave
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: 9.1 Upgrade Change HostID

[Rick Cook]

Remember that the Host ID is based on the MAC address of the primary NIC on
your AR Server.  If your server environment has changed, or if it has
multiple NICs, this could be the source of the issue.

Rick Cook

On Fri, Sep 2, 2016 at 4:52 AM, Frank Caruso  wrote:

> We are in the process of upgrading our ITSM 81.02 environment to ITSM
> 9.1.  After the ARS portion of the upgrade we are noticing that the HostID
> used for licensing changes. This is an upgrade in place and some for the
> servers have been around for more 2 years with the same license key. The
> arerror.log file has the following entry after ARS is upgraded and the
> server is restarted:
>
> Thu Sep 01 08:48:54.978 2016 Action Request System(R) Server (x64) Version
> 9.1.00.001 201606141104
> (c) Copyright 1991-2016 BMC Software, Inc.
> Thu Sep 01 08:48:58.552 2016 Thu Sep 01 08:48:58.552 2016 Loading AR
> System objects information...
> Thu Sep 01 08:50:54.088 2016 success
> Thu Sep 01 08:50:54.603 2016 390600 : The server identifier has changed
> but the current "AR Server" license key will still be honored. (ARNOTE
> 9827) Old Host ID: 005056937825, Current Host ID: 0050569361AF
>
> BMC assures me that nothing has changed with 9.1 in how it gets the HostID
> yet on three server upgrades the same thing has happened?
>
> Anyone else experience this or have an explanation on why this might be
> happening?
>
> TIA
> Frank Caruso
>
> 
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Remedy indexing at the DB level

[Rick Cook]

Is anyone aware of a change in direction at BMC in terms of allowing
indexes to be managed at the SQL level without affecting the ability to
manage them in Remedy?

ARS /ITSM 8.1.2
SQL 2012

Rick

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Re: Bug in Dev Studio and/or Server 9.01

[Rick Cook]

The integer strings between a Date variable and the Date/time string might
be a issue?

Rick

On Aug 4, 2016 10:43, "William Rentfrow"  wrote:

> **
>
> A co-worked of mine is experiencing this -
>
>
>
> In a filter the "Run If" qualification is:
>
>
>
> ('Profile Status'= "Proposed") AND ('Last Modified Date' <= ($DATE$ - 90))
>
>
>
> However, when it saves, it gets saved as this:
>
>
>
> ('Profile Status'= "Proposed") AND ('Last Modified Date' <= ($DATE$ -
> "12/31/1969 6:01:30 PM"))
>
>
>
> He's tried a bunch of variations of numbers in place of 90.  Even if he
> puts a static epoch date number it still changes it to a fixed date.
>
>
>
> Anyone else run into this?
>
>
>
>
>
> William Rentfrow
>
> wrentf...@stratacominc.com
>
> Office: 715-204-3061 or 701-232-5697x25
>
> Cell: 715-498-5056
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Off Topic - Before the List is Gone!

[Rick Cook]

It has been among the best groups of people I have ever known.  I am a much
smarter person because smarter people than I helped me be so.  It truly has
been a community, long before it was called that.

Thank you to Dan and Joel for starting a day keeping up this community for
so long.

Rick

On Jul 25, 2016 09:05, "LJ LongWing"  wrote:

> **
> Claire,
> It's been a pleasure, and I hope you come back to us some day :D
>
> On Mon, Jul 25, 2016 at 9:52 AM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
>> **
>> This list has been one of the most valuable tools during my entire Remedy
>> career. We have seen so many ups and downs in  that time period!  Personal
>> and professional!  I know there are times I would not have been able to
>> solve a problem quickly and accurately without it!
>>
>> 1am?  5am?  2pm?  No problem.  The list and the amazing people that
>> populated it were always there for me! Thank you! I will miss the list as
>> much as I will miss Remedy.  There are so many people, I’m not going
>> to/can’t list them all…
>>
>> Phil, Dan, Pat, Rick, Michelle, Warren, Teresa, Misi, Doug M, Jarl, Gid,
>> Joe, Jason, Doug B., Tauf, Kelly D, Roger, Herb, Roger, LJ, David and on
>> and on and on!
>>
>> On August 29th (that is the planned date) we cut over to SNOW.
>>
>> I won’t be gone yet.  Remedy will still be around for at least a year.
>> Nothing new will be happening.  Just maintenance and archive mode!
>>
>> Thank you all for being so fantastic!
>> Claire Sanford
>> Remedy Admin/Dev 12/1/1998 to sometime in 2016.
>>
>> _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: Request for advice / suggestions regarding migration and training

[Rick Cook]

Dustin, I would recommend that you schedule in BMC Engage this September.
You can network with other users, developers, and BMC Engineers, in
addition to getting some training on the current and coming versions.
Someone there will have done what you are trying, and you will leave there
full of information on how to move forward.

Rick

On Jul 21, 2016 11:05, "Fawver, Dustin"  wrote:

Greetings!

I hope that this doesn't turn out to be a long email.  I am soliciting
advice from fellow developers who may have already gone down the path that
I seek to travel.  First, the bits that people want to know.

Production:
ARS:   7.1.00 Patch 004
OS: Server 2003  (yes I know.  No longer supported)
DB: SQL Server 2008 R2

New Development:
ARS:   9.1.00
OS:Server 2012 R2
DB:SQL Server 2008 R2  (plans to upgrade within a few months to SQL
2012)

HISTORY
***
Our BMC Remedy environment started way back with Remedy 3.  This is before
I joined the organization.  From what I can recall, it went from 3 to 4 and
then to 7.  We're not running ITSM.  The forms we've been working with have
been added to and seem to work well.  I went to the Administering training
for version 7.x Part 2 many years ago to learn more about forms and
workflow.  The lead developer who did the first two migrations has retired
and this is my first migration.

OBJECTIVE
***
I need to migrate from 7.1 to 9.1.  Management thinks that the current
environment is (and looks) old.  I want to "do this right" so that
hopefully things are much easier when subsequent versions are released.
The data from the current version needs to be migrated as well.  I also
need to show some "razzle dazzle" with the new version.  If management's
happy, then I'll be happy, and possibly elevated out of the Helpdesk tech
position.

PROGRESS
***
I have been successful in using Developer Studio to export forms from the
production server to the new one.  Some of the menus don't work, but it
appears that those are due to form dependencies and where I haven't
imported data yet.

I have read several different posts both on this list and also by using
Google to search for things.  I've read where it should be just fine to
just migrate customized forms.  I've read where it's best to use overlays.
I've not done this as Developer Studio is still foreign to me.  It reminds
me of BMC Remedy Administrator in ways.  I've also read where people have
upgraded from 7.1 to either 7.5 or 7.6 (I can't remember which one), that
it was rather painful to do, but it was supposed to make things easier for
the future.

TRAINING
***
I've been offered to take training regarding the new version.  Given what
training I've done and the objective that I'm trying to achieve, what would
those of you who may have done this would recommend as far as successfully
implementing things.  I didn't want to just jump into a training course for
ARS 9.1 if there's going to be quite a bit of prerequisite stuff that I'll
need to know.

I hope this makes sense and I hope I didn't ramble on too much.

Thanks!

--Dustin Fawver

East Tennessee State University
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Re: CMDB extension for Telecom Network

[Rick Cook]

We had to build a custom subclass off of Connectivity Segment.

Rick

On Jul 19, 2016 03:07, "Satya Gandhi"  wrote:

> **
> A look at the screen shots on the Quob Park Os3 Framework looks eerily
> similar to Quindell OS3 solution
>
> Satya
>
> On 19 July 2016 at 10:19, Rüdiger Tams  wrote:
>
>> **
>>
>> I think Quindell is now Quob Park...
>>
>> Kelvin Tan Kailun  hat am 19. Juli 2016 um 11:06
>> geschrieben:
>>
>>
>> **
>> What about Quindell OS3 Frameworks ?
>>
>> On Tue, Jul 19, 2016 at 4:51 PM, Rüdiger Tams  wrote:
>>
>> **
>>
>> I do not know about an extension of CMDB 9.x for telecommunication CIs
>> from BMC... maybe with the ADDM product?
>>
>> Or maybe this could work...? AFAIK this is (was?) based on BMC Remedy
>> ITSM.
>>
>> http://www.quobparksolutions.com/solutions/os%C2%B3-frameworks/
>>
>> regards
>>
>> Rüdiger
>>
>> Harsh  hat am 19. Juli 2016 um 10:26 geschrieben:
>>
>>
>> **
>> Hi Everyone,
>>
>> Could you please let me know if there is any cmdb extension available for
>> telecom networks like node, circuit, links etc. for 9.1 version.
>>
>> --
>> *Thanks & regards*
>> *“Harsh Chaudhary”*
>> *"Impatience never commanded success**"*
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _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: Load balancing

[Rick Cook]

Mark, FWIW, we are seeing issues with Netscalers as well, on an 8.1
platform. Servers that are part and running get dropped from the LB, etc.
We've been working with our system engineers on it, but it may be a
limitation in the Netscaler architecture.  We asked for F5s

Rick
On Jul 11, 2016 06:49, "Brittain, Mark"  wrote:

**

Hi All



I have two mid-tiers and two AR Servers in a server group with netscaler
load balancing in-between. Had a situation where the second AR Server in
the group stopped responding but the load balancing did not detect this and
whole server group became inaccessible. Digging a little deeper into the
load balancing determined the netscaler pings the per port but doesn’t go
any deeper. So in this situation, the port was up and netscaler continued
to push traffic to the hung server.



Is there something better that netscaler can monitor that would detect when
the AR Server stops? If not, is there any way to ensure that if one server
quits, everything goes to the other server and users are not interrupted?



ARS 7.6.04 SP5

ITSM 7.6.04 SP2

Mid-Tier 7.6.04 SP5



Thanks

Mark



*Mark Brittain * | Sr. Systems Engineer | 315.637.9337 O 315.882.5360 M

125 Elwood Davis Road | Syracuse NY 13212

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Re: New Instance Setup

[Rick Cook]

Make sure that there aren't any references to the old server name in the
ar.cfg file.

Rick
On Jun 24, 2016 08:04, "Grooms, Frederick W" 
wrote:

> It looks like it is trying to login to the new ARS (like it is expecting
> the ARS to be up and running to be able to do an upgrade)
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of DanfromVA
> Sent: Friday, June 24, 2016 9:36 AM
> To: arslist@ARSLIST.ORG
> Subject: New Instance Setup
>
> We are running to authentication error. We have only done 7.6.04 setup on
> ARS. No mid tier yet.
> What we have done is cloned the existing DB, install ARS except mid tier,
> during install use all the same ID and password.
> When prompted, we used "upgrade" option on the database instead of
> "overwrite".
>
> Errors appear as
> THROWABLE EVENT = Failure while trying to connect to ARServer,
> ERROR 623: Authencation failed;
> 
> THROWABLE EVENT = failed to perform approval server sanity check
> 
>
>
>
>
>
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Re: Question - Service Now

[Rick Cook]

Nope.  The customer owns and maintains the hardware. BMC may have a VPN or
something to access it, I don't know.

Rick
On Jun 16, 2016 11:06 AM, "Joe D'Souza"  wrote:

> **
>
> I would think that too. I’m guessing what might have been done is while
> the physical systems may have been hosted at BMC’s network, they may have
> used their own domain to web enable it? And probably have a private network
> to access the systems directly? Just a guess.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Thursday, June 16, 2016 2:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> ** Does hosting your own instance make it no longer RoD?
>
> On Wed, Jun 15, 2016, 4:42 PM Rick Cook  wrote:
>
> **
>
> Amazon has already been hacked at least once.   I know of one DoD RoD
> customer that hosts their own instance for security reasons.
>
> Rick
>
> On Jun 15, 2016 16:10, "Joe D'Souza"  wrote:
>
> **
>
> I think it mostly comes down to the answer to this question – would you be
> ok to let a valet drive and park an expensive car or motorcycle you own or
> would you want to do it yourself. Would you trust that valet to tell you
> after he has parked it if he accidentally dinked it or hit a huge pot hole
> if that dink or damage is not easily visible? If so maybe you are the kind
> of person for who services like the cloud would work quite well with if
> functionally it offers you everything else you have been looking for.
>
>
>
> Personally I do not think that services that host cloud based services
> publicly acknowledge their service was compromised in the odd event it was
> unless it was quite obvious it has been to the end customer which can sort
> of be a disturbing thought. There may or may not be a threat or a breach
> every month.. Maybe every week. Maybe even every day. I honestly do not
> think they would upfront about such incidents when and if it occurs unless
> it was quite fatal. It could mean a risk to their business and they would
> not want that.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, June 15, 2016 8:49 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> Just to play devil’s advocate, theoretically someone whose business
> depends on their internet-facing servers being trusted is going to likely
> spend more money on security than a company that sells widgets as their
> primarily line of business and views I.T. security as just an expense.  I
> don’t know who hosts Service Now or BMC’s cloud servers, but I’d expect
> that they probably take it very seriously.  Things can definitely slip
> through but if we’re all deploying MyIT and such to give people access to
> Remedy via their smartphones and tablets off the network, it’s really a
> question of whose cybersecurity you trust more.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, June 14, 2016 8:28 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> Exactly – but I would like to add its as safe as someone else’s computer
> who gives access to some of his trusted associates facing the internet.
>
>
>
> So once out there, it is as safe as any other “shared” resource with
> “limited public access” on the internet is.
>
>
>
> Whether you like it or not, that exposes the system to a few more
> vulnerabilities than a system that is internal and intranet facing.
>
>
>
> So whether it is ServiceNOW’s cloud or any other, it is the one risk you
> need to assume before investing in it.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rod
> Harris
> *Sent:* Tuesday, June 14, 2016 8:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> If only I had a like button. Yes, cloud does seem to be a bit of a
> buzzword that you have distilled nicely with that T-shirt slogan.
>
> Thanks JDHood.
>
>
>
> On 15 June 2016 at 10:35, JD Hood  wrote:
>
> **
>
> It may be a T-Shirt slogan, but it's relevant nonetheless:

Re: Business Objects reporting problem

[Rick Cook]

We are trying, but haven't gotten it installed and configured yet.

Rick
On Jun 16, 2016 09:24, "Thomas Miskiewicz"  wrote:

> So no one is using Business Object for reporting?
>
>
> ___
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> "Where the Answers Are, and have been for 20 years"
>

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Re: Question - Service Now

[Rick Cook]

Amazon has already been hacked at least once.   I know of one DoD RoD
customer that hosts their own instance for security reasons.

Rick
On Jun 15, 2016 16:10, "Joe D'Souza"  wrote:

> **
>
> I think it mostly comes down to the answer to this question – would you be
> ok to let a valet drive and park an expensive car or motorcycle you own or
> would you want to do it yourself. Would you trust that valet to tell you
> after he has parked it if he accidentally dinked it or hit a huge pot hole
> if that dink or damage is not easily visible? If so maybe you are the kind
> of person for who services like the cloud would work quite well with if
> functionally it offers you everything else you have been looking for.
>
>
>
> Personally I do not think that services that host cloud based services
> publicly acknowledge their service was compromised in the odd event it was
> unless it was quite obvious it has been to the end customer which can sort
> of be a disturbing thought. There may or may not be a threat or a breach
> every month.. Maybe every week. Maybe even every day. I honestly do not
> think they would upfront about such incidents when and if it occurs unless
> it was quite fatal. It could mean a risk to their business and they would
> not want that.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, June 15, 2016 8:49 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> Just to play devil’s advocate, theoretically someone whose business
> depends on their internet-facing servers being trusted is going to likely
> spend more money on security than a company that sells widgets as their
> primarily line of business and views I.T. security as just an expense.  I
> don’t know who hosts Service Now or BMC’s cloud servers, but I’d expect
> that they probably take it very seriously.  Things can definitely slip
> through but if we’re all deploying MyIT and such to give people access to
> Remedy via their smartphones and tablets off the network, it’s really a
> question of whose cybersecurity you trust more.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, June 14, 2016 8:28 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> Exactly – but I would like to add its as safe as someone else’s computer
> who gives access to some of his trusted associates facing the internet.
>
>
>
> So once out there, it is as safe as any other “shared” resource with
> “limited public access” on the internet is.
>
>
>
> Whether you like it or not, that exposes the system to a few more
> vulnerabilities than a system that is internal and intranet facing.
>
>
>
> So whether it is ServiceNOW’s cloud or any other, it is the one risk you
> need to assume before investing in it.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rod
> Harris
> *Sent:* Tuesday, June 14, 2016 8:44 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question - Service Now
>
>
>
> **
>
> If only I had a like button. Yes, cloud does seem to be a bit of a
> buzzword that you have distilled nicely with that T-shirt slogan.
>
> Thanks JDHood.
>
>
>
> On 15 June 2016 at 10:35, JD Hood  wrote:
>
> **
>
> It may be a T-Shirt slogan, but it's relevant nonetheless: "...There is no
> "Cloud" - It's just someone else's computer..."
>
>
>
> -JDHood
>
>
>
> On Tue, Jun 14, 2016 at 8:19 PM, Joe D'Souza  wrote:
>
> **
>
> I do recall hearing rumors it was – not sure how long time ago. But take
> that information with a grain of salt as I do not know much details of what
> I had heard.
>
>
>
> ServiceNOW is primarily a system hosted on the cloud so is as vulnerable
> or strong as any other system on the cloud.
>
>
>
> So IMHO if security of your data is one of your top concerns, the cloud
> may not be the best place for you to be at. However strong the security,
> there is always a loophole to be found for someone who has the intent to
> find one. While this is true for systems hosted internally too, at least
> the vulnerability of the system isn’t exposed to the world if your system
> isn’t internet facing.
>
>
>
> Joe
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
> *Sent:* Tuesday, June 14, 2016 3:17 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Question - Service Now
>
>
>
> Does anyone know if Service Now has ever had their servers (with
> customer’s data) ever been hacked?
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist:
> "Where the Answers Are" and have been for 20

Re: ARSList traction vs Communities...

[Rick Cook]

For me, it looks revolves around the end user experience.  It doesn't
matter what the format or hosting system is, what matters is ease of use
and positive experience with that usage.

The ARSlist has delivered both in spades.  No clunky, over developed Web
page that makes me sign in every 5 minutes, no poorly designed search
algorithms, just a simple yet configurable search engine requiring only the
UI I already have on every device I own.
Isn't that simplicity what the BMC "visionaries" have been telling us that
customers want?  How about eating your own dog food here, BMC?  Build a
better mousetrap - one with the simplicity of an email interface and the
power of the BMC data stores behind it.

Rick
On Jun 10, 2016 08:01, "JD Hood"  wrote:

> **
> My personal opinion of Communities (and opinions will vary) is that it is
> has some very good info in it -- but more often than not when I search, the
> results are *mostly* useless. There's a lot of chaff to winnow through
> before you can get to the good grain.
>
> And it could just be my bad luck looking for oddball stuff; however, more
> often than not, Communities seems like an extension of support and I'm
> always spending more time trying to get around the initial contact (the
> outsourced call-center script-reader over in Puna) so I can reach someone
> who is somewhat familiar with developing in whatever area my issue is in.
>
> Contrast that with the ARSList where someone can pose a development
> question and have multiple, valid options from other experienced devs
> *almost* before their finger is fully lifted off the mouse key from asking
> their question. That may be an exaggeration, but the ARSList can be spooky
> fast compared to BMC Support. Also, consider this comparison: How many
> times have you stumped the ARSList vs. How many times have you stumped BMC
> support? I don't know about you, but I eventually solve my 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  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 negat

Re: ADM: ARSlist Future

[Rick Cook]

I know how hard it must be to let your baby go, Dan.  We'll have to toast
it's life and death in Vegas in a few months.

Rick
On Jun 1, 2016 1:37 PM, "Daniel Bloom"  wrote:

> **
>
> I will be moving the ARSlist Community to BMC Communities. Where our
> members will still be the only ones that know why this is the Action
> Request System list and not the Remedy list.
>
>
>
> Some of the concerns expressed have been raised by me with BMC and I make
> this move with the assurance of non-interference and in fact increased
> co-operation for the good of the community.
>
>
>
> At least one server will stay commissioned until October, but various web
> sites and services you see will vanish between now and then as I work with
> BMC and my ISP.
>
>
>
> The URLs will be changed to point to the new home at the appropriate time,
> and I will continue with (likely monthly) updates over the summer.
>
>
>
> Note: WWRUG still exists and like any franchise of repeatable events, can
> return at any time with the same or a new cast J
>
>
>
> The Farewell to the Listserv based version of the ARSlist will be held at
> BMC:Engage, where the answers are.
>
>
>
> Cheers Daniel
>
> RAC 1995 [no number, they didn’t have them yet]
>
> Founder of the ARSlist
>
> Chairman of WWRUG
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Proper Case

[Rick Cook]

You will have to sequence the string functions. Use one to identify the
first character of each field, then another to ensure that the is upper
case. Then the next one will ensure that the rest are lower case.

Rick
On Apr 22, 2016 7:35 AM, "Satya Miller"  wrote:

> **
> I could only find Upper and Lower.  Nothing about Proper Case.
>
> On Fri, Apr 22, 2016 at 9:22 AM, Rick Cook  wrote:
>
>> **
>>
>> The string functions should be able to do that.  Look in the appendix of
>> your AR System documents.
>>
>> Rick
>> On Apr 22, 2016 7:21 AM, "Satya Miller"  wrote:
>>
>>> **
>>> Morning!
>>>
>>> I was hoping someone has an idea to help me with something.  I have a
>>> form that has two fields (First Name and Last Name) in it.  The data is not
>>> "clean."  I need to convert the data in these two fields to Proper Case.
>>> In other words, capitalize each word, or if possible even Capitalize
>>> correctly like O'Connell.  I searched the ARSList and the last suggestion
>>> was from 2005.  I was hoping there might be a better solution now.
>>>
>>> Thanks in advance for you help.
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _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: Proper Case

[Rick Cook]

The string functions should be able to do that.  Look in the appendix of
your AR System documents.

Rick
On Apr 22, 2016 7:21 AM, "Satya Miller"  wrote:

> **
> Morning!
>
> I was hoping someone has an idea to help me with something.  I have a form
> that has two fields (First Name and Last Name) in it.  The data is not
> "clean."  I need to convert the data in these two fields to Proper Case.
> In other words, capitalize each word, or if possible even Capitalize
> correctly like O'Connell.  I searched the ARSList and the last suggestion
> was from 2005.  I was hoping there might be a better solution now.
>
> Thanks in advance for you help.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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ADV: Job opening

[Rick Cook]

Wanted:  BMC Developer with ARS/ITSM 8.1 experience to join an existing
team of very experienced developers.  Project is based in San Antonio, and
location there would be a plus, but remote work is possible.  Project term
is probably six months to a year, though extension is possible.

Need to have active Secret clearance, and be clearable to TS.  Security+
required.  BMC certs a plus, but not required - actual experience is more
important.

Position is open now.  Contact me directly for details and with questions.
This would be a W-2 position with benefits.

Rick Cook

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New Default View won't stay saved.

[Rick Cook]

We have a custom CMDB class with an Asset form to match.  I have created a
custom view on the AST form, put fields on it, etc. When I change the
default view to be the custom view, it saves the selection with no
problems.

But the next time I log in, the old default view (Management) is the
default again.  Any idea what the problem is?

ARS/ITSM/Atrium 8.1.02. Windows/SQL.
Rick Cook

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Re: Call AI job from workflow?

[Rick Cook]

Just one would do. If I could send a GUID or something into the job,
>>>> that'd be good enough to glue everything together (for instance I can use
>>>> the GUID to reach back into the DB and find my attachment filename,
>>>> identify my logs from all the others, etc).  Thing is ... so far ... I just
>>>> don't see a way to do something like that, but maybe I'm just barking up
>>>> the wrong tree and there's a "right" way to do this?
>>>>
>>>> I see a few suspiciously "extra" fields on Application Pending ('Field
>>>> 1', 'Field 2', 'Other Short', 'Other Long', etc). That is certainly the
>>>> sort of thing I'd put on a form to send arguments to a job, but as to how
>>>> specifically these are used (if at all) ... God, it's just anyone's guess
>>>> because there's absolutely zippy mention in the documentation (that I can
>>>> find at least).
>>>>
>>>> Any more help out there? LOL :-)
>>>>
>>>> thanks everyone!
>>>>
>>>> -Andy
>>>>
>>>>
>>>>
>>>>
>>>> On Mon, Aug 3, 2015 at 11:28 AM, Rick Cook  wrote:
>>>>
>>>>> **
>>>>>
>>>>> I've done it, though my memory is fuzzy on the details.  Basically,
>>>>> when you schedule your AI job, it creates a record in a form.  The form
>>>>> name depends on the version of AI, but it's in the docs.
>>>>>
>>>>> You can have workflow look for records matching your criteria entering
>>>>> that form, and do what you want with it.
>>>>>
>>>>> Rick
>>>>> On Aug 3, 2015 8:04 AM, "Andrew Hicox"  wrote:
>>>>>
>>>>>> **
>>>>>>
>>>>>> Hi everyone,
>>>>>>
>>>>>> I have a requirement to create a user interface whereby a spreadsheet
>>>>>> is uploaded as an attachment, and used as an input to an atrium 
>>>>>> integrator
>>>>>> job that will import/mangle data appropriately.
>>>>>>
>>>>>> Offhand, it seems like this ought  to be possible. I suspect I could
>>>>>> use a clever run-process to copy the attachment into a temp directory and
>>>>>> have AI pick it up from there.
>>>>>>
>>>>>> However, I need some way of not only triggering the AI job in real
>>>>>> time from workflow, but I also need a way to send a variable into the job
>>>>>> at runtime (i.e. "process this specific filename right  now"). Also
>>>>>> (ideally) I'd need some way of capturing exceptions from AI and 
>>>>>> displaying
>>>>>> a sensible error message to the user ("missing required data", "bad
>>>>>> spreadsheet format", etc etc).
>>>>>>
>>>>>> Has anyone here ever attempted this sorta thing? If so, any pointers?
>>>>>>
>>>>>> -Andy
>>>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>>
>>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>>
>>>>
>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>> _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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Using Atrium Integrator to import Incidents from an .arx file with attachments

[Rick Cook]

You know how when you use the Data Import tool to import an .arx file, it
will import the attachments with it if they are in the import directory?

This is 7.6.04 data going into an 8.1 system.  The pattern matching issue
is one of differences in foundation data, which we'll address once the data
is in the system.  Not the optimal way, but we have a time deadline that
precludes the optimal way.

Well, I'm having a little problem with pattern matching on the Incident
mapping, even though I checked the box to ignore pattern matching in the
import file, so I'm looking to see if Atrium Integrator (8.1) can be used
for that purpose and still get the attached files imported along with the
Incident.

Rick Cook

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Re: Something to be aware of - the User Tool cannot work with overlaid forms on a 9.0 server - FIXED

[Rick Cook]

I find it quite useful when doing large data import tasks with modify all
functions and all.  Why run all that traffic through the Mid-tier layer for
an administrative function?

Rick
On Dec 26, 2015 5:02 AM, "JD Hood"  wrote:

> **
> Hi Doug,
>
> Perhaps BMC should investigate *why* folks are still clinging to the User
> Tool.
>
> What functionality does it provide that is missing in the web client?
> Identify it and where technically possible, add that functionality to the
> web client. Then the *need* (if not desire) for the User Tool will likely
> dissipate.
>
> For me, the main issue with the web client is ad-hoc reporting. To export
> a standard Remedy .arx file for most any ITSM form (or other form with a
> gazillion fields) is not feasible. That "arsystem" arx export functionality
> *desperately* needs an "add all fields" button to make it easier (humanly
> possible?) to move record(s) out of a given system for purposes of testing,
> development, personal backup, etc.
>
> But that's just my pet "missing User Tool feature" in the post version 8x
> world. I know others have voiced different "missing User Tool features"
> around these parts. BMC might want to look into it.
>
> Now, I haven't had an opportunity yet to see what v9x Mid Tier brings in
> this regard, so if BMC has now accounted for my pet issue, then as far as I
> am concerned... um... nevermind. :-)
>
> Thanks!
> -JDHood
>
>
> On Fri, Dec 25, 2015 at 9:32 PM, Mueller, Doug 
> wrote:
>
>> Everyone,
>>
>> Just to be clear here and reinforce some things that have been mentioned.
>>
>> One commitment we have is compatibility with our API/interfaces.  We want
>> to be sure that if you have written a program to the system on any version
>> of the server, that it will continue to work on future versions of the
>> server.
>>
>> In this case, there was an api function -- Export specifically -- that
>> had a problem with an export format in that it put a name in that format
>> that was not able to be properly processed by an existing API program that
>> used that operation.  This issue was corrected.
>>
>> Now, the fact that in this case the API program was the Windows User Tool
>> is not the major issue.  It is an API program that stopped working because
>> of an issue with the API producing data in a compatible way so that the
>> existing functionality of a tool would continue to work.  So, the server
>> was corrected to maintain the compatibility of the API.
>>
>> You will find that we have always been committed to this compatibility.
>> Occasionally, there is a miss somewhere -- as in this case -- and that miss
>> is corrected.
>>
>> This commitment is important for anyone who wants to produce an
>> integration or interaction with the system.  It means that as the server is
>> upgraded, there is no requirement to change the integrations/executables as
>> they should continue to work.  Generally, this is true.  It allows you to
>> mix and match versions of executables, mid-tier, applications, and server.
>>
>> NOTE: There is no magic here.  The older executable does not suddenly
>> inherit new functionality.  And, when you upgrade to using a new API, the
>> program may need to be updated to react to changes in the API/interface.
>> But, while continuing to use the older API for that program (even if other
>> programs are using the newer API), you can continue without having to
>> rebuilt right away.
>>
>> If you ever see an API incompatibility causing issues across versions,
>> please let us know right away.
>>
>> Doug Mueller
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
>> Sent: Saturday, December 19, 2015 12:55 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Something to be aware of - the User Tool cannot work with
>> overlaid forms on a 9.0 server - FIXED
>>
>> Hi,
>>
>> I think it is great news.
>>
>> Note that they fixed the AR Server rather than the User Tool.
>>
>> This was clearly a bug on the server side, as the server did not comply
>> to the way the older API worked. The client sends it's API-version along
>> with the call to the server, and the server is supposed to talk back to the
>> client with that same version of the API.
>>
>> I see very few who use ARUser.exe as main access to the AR Server
>> nowadays, but to look at and add/change core/foundation data it is very
>> useful.
>>
>> 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.
>>
>> > I was thinking the same thing. This is a dangerous precedent. Just as
>> > people are finally accepting WUT is dead it gets some new life (not
>> > that I am going

Re: New Remedy Upgrade Project!! :)

[Rick Cook]

Yeah, I was thinking the same thing.  Rick's #1 rule of consulting is that
the customer can set the scope or the time line.  Not both.

Rick
On Dec 23, 2015 9:05 AM, "Roger Justice"  wrote:

> **
> Who else on the list consider 16 days to do a 7.1 to 8.1 upgrade to short
> and as you can see from PIKSSO custom authentication the customer has ITSM.
>
>
> -Original Message-
> From: Anna Peters 
> To: arslist 
> Sent: Wed, Dec 23, 2015 11:56 am
> Subject: New Remedy Upgrade Project!! :)
>
> **
> Good Morning, Arslist!
> New project available IMMEDIATELY– please send resume and rate
> requirements if you are interested.
>
> *Engagement Overview*
> *Duration: 4 weeks (4-day work weeks are ok)*
> *Location: Fort Meade, MD*
> ***TS/SCI is required***
>
> *ARS 7.1 – ARS 8.1 Upgrade1*
> ·Back-up current database
> ·Export forms
> ·Run upgrade scripts
> ·Test
> ·Perform any necessary remediation
>
> *Install & Configure email*
>
> *LDAP for Authentication Configuration Implementation*
> ·Configure LDAP authentication using the BMC supplied AR External
> Authentication (AREA) LDAP plug-in.
>
> *LDAP for People Data Population Implementation*
> ·Setup and configure LDAP People Data Population using the BMC
> supplied AR System Database Connectivity (ARDBC) LDAP plug-in.
>
> *Install and Configure PKISSO for Remedy ITSM/MidTier*
> ·Assist customer with installation and configuration of the
> Remedy AREA plugin and the PKISSO custom authenticator for MidTier.
>
> *Documentation*
> ·Document System
>
> Thank you and Happy Holidays!!
>
> *Anna Peters *
> Recruiter
> [image:
> http://www.beccconference.org/wp-content/uploads/2012/04/groups.png]
> 
>
> Comcentric Inc.
> 10463 Park Meadows Drive #208
> Lone Tree, CO 80124
> [image: cid:image001.png@01CFF1DD.30084AF0]
>
> _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: ARGetMultipleEntries returning ARERR 552: ORA-00936: missing expression

[Rick Cook]

I saw something similar on an AI Transformation (MSSQL) that was performing
a similar function.  I, too, thought it was a space issue.  I removed one
condition (order by) from the SQL query, and it worked.

Rick
On Nov 3, 2015 2:33 PM, "Ben Chernys" 
wrote:

> **
>
> Hi All,
>
>
>
> ARS / ITSM 8.1.0 >>8.1.00 201301251157<< on Cent OS against Oracle 11.2
>
>
>
> Interesting trace on this one.  The query worked fine the first go (there
> is no query argument to this f) and ARGetMultipleEntries() picked up 100
> records from AST:BaseElement.
>
>
>
> On the second go of 100 records, the SQL log shows a single SQL repeated
> 100 times for each record, and then (for the status history):
>
>
>
> ARGetMultipleEntries ==>   
>Demo > 
>
> ARGetMultipleEntries ==> /* Tue Nov 03 2015 22:56:51.5891 */SELECT
> entryId,T0,U0,T1,U1,T2,U2,T3,U3,T4,U4,T5,U5,T6,U6,T7
>
> U7,T8,U8,T9,U9,T10,U10,T11,U11,T12,U12,T13,U13 FROM H1572 WHERE entryId
> IN)
>
> ARGetMultipleEntries ==>   
>Demo > 
>
> ARGetMultipleEntries ==> /* Tue Nov 03 2015 22:56:51.5907 */*** ERROR
> ***  ORA-00936: missing expression
>
>
>
> Interestingly, I think it may be related to not enough space allocated for
> the IN expression – as each Id will be more than 15 bytes.  More
> interestingly, this table has 0 records.
>
>
>
> The table in Q (schemaid = 1572) is AST:BaseElement – an infamous join J
>
>
>
> So, has this been fixed in a server patch?  Has anyone else seen this?
>
>
>
> Cheers
>
> Ben Chernys
>
> www.softwaretoolhouse.com
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Verizon Walnut Creek,CA Remedy position

[Rick Cook]

Well, it seems that the client, and perhaps some of the contract agencies
don't have a clear idea.

Rick
On Oct 26, 2015 3:22 PM, "Samuel J Albury III"  wrote:

> Why wouldn't you have an idea of the rate rage for a skilled BMC resource ?
>
>
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Re: Verizon Walnut Creek,CA Remedy position

[Rick Cook]

Yeah, I talked to some folks a while ago about positions there.  The rates
don't reflect a Bay area economy.

Rick
On Oct 23, 2015 5:27 PM, "Joe D'Souza"  wrote:

> I have had some contact with a couple of recruiters too and the rates seem
> below current average rates that most recruiters that contacted me have
> quoted.
>
> Cheers
>
> Joe
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Samuel J Albury III
> Sent: Wednesday, October 21, 2015 2:18 AM
> To: arslist@ARSLIST.ORG
> Subject: Verizon Walnut Creek,CA Remedy position
>
> Whoever decides to take this position, please update the list that its
> filled. There are at least 15 recruiters calling everyone for this.
>
>
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Re: Upgrade advice

[Rick Cook]

Assuming that you are talking about custom code, there shouldn't be any
issues between 8.x and 9.  If you were pre-v7, there would be a few issues,
but you're probably good.

Rick
On Oct 20, 2015 5:35 AM, "Williamson, Victoria (CIV)" <
victoria.william...@usdoj.gov> wrote:

> **
>
> Good Morning Y’all!
>
>
>
> I will be upgrading a unique system where as the majority of the
> modifications are done as ARSystem and not in ITSM.  I have the
> documentation on the how to for the ITSM 8.2 => 9.*.  The question is
> what’s the best plan for the ‘other stuff’.  Because it’s built in ARSystem
> does it need to be upgraded too?  Or can we ‘reuse’ it after the ITSM
> upgrade? Any advice on this endeavor is very welcome.  Thank you.
>
>
>
> Very Respectfully,
>
>
>
> Victoria Williamson
>
> Remedy Development Manager
>
> 202-514-4759
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Automatically create relationship for CI from custom AI jobs

[Rick Cook]

Another way you could do that is to export the name and instance ID of the
CIs, put those two columns into your relationship spreadsheet, and use the
Vlookup formula in Excel to match the instance IDs up with the names in the
relationships.  Then load that sheet into the appropriate CMDB relationship
class.

Rick
On Oct 14, 2015 8:42 AM, "Transform IT, Inc." 
wrote:

> **
>
> Abhishek,
>
>
>
> You can just create a new transformation with two CMDBLookup steps, one
> for the Computer Systems you just created, and one for the Product CIs you
> just created.  Find the CIs you just created in the previous
> transformations and bring the Instance ID of those CIs.  Note:  You will
> need to have a primary key field on each table to be able to relate the two
> CIs together.  From there, make a CMDBOutput step and have it create the
> relationship CIs in the BMC.CORE:BMC_HostedSystemComponent class by mapping
> the CI Instance IDs you just retrieved and mapping them to the Destination
> Instance ID and Source Instance ID fields.
>
>
>
> Hope this helps.
>
>
>
> Chris
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Abhishek Chaturvedi
> *Sent:* Wednesday, October 14, 2015 5:26 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Automatically create relationship for CI from custom AI jobs
>
>
>
> **
>
> Hi Team,
>
> I have custom AI job which brings in computer sysytem and related product,
> I would like to know how can I automatically create relationship between
> them.
>
> Thanks,
> Abhishek.
>
> _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: Prevent User from using Client Tool

[Rick Cook]

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"  wrote:

> **
>
> Hmm, that's an interesting option, worth looking into
> On Wed, Sep 23, 2015 at 3:46 PM, Thad Esser  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 
> 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 <
>> 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 <
>>> 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.*
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _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: Making remedy available to general public

[Rick Cook]

Well, the first thing you will have to do is put your web server outside of
your firewall.  Then secure the heck out of it, and make sure you control
tightly the pipeline to your AR Server, which will be inside of your
firewall.

You might consider having your web programmers build the screen and collect
the data, and then use a Web Service or API call to generate the Remedy
request.

Rick
On Sep 18, 2015 7:48 AM, "Isabel Irving" 
wrote:

> Hello!
>
> We have a Remedy system which is used internally by a call centre to log
> calls on behalf of the general public.
>
> We are now thinking about whether it would be possible to allow the
> general public to log their own requests.
>
> What would you recommend in terms of authentication and security?  Would
> this need a 3rd party app on the front end?
>
> We would want to make it easy for the general public to submit a
> request(and maybe to see updates or cancel a request they have raised) but
> we would also want to be sure we are not inviting hackers.
>
> I've had a search around BMC and the ARS List and haven't found any
> obvious answers - I guess there are a lot of different options out there.
> We'd be looking for something that is easily set up and that would mean we
> can add categories, business rules etc to Remedy without having to also
> update the rules and categories in a 3rd party app.
>
> Any tips?
> Thanks!
> Isabel
>
>
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>

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Re: Integration with Jira question.

[Rick Cook]

I believe that you could do it with a Web Service, but IIRC, Jira needs a
restful WS to work.  In v9, the BMC WS are said to restful-ish.

Rick Cook

On Sat, Aug 29, 2015 at 11:29 AM, Stanley Feinstein <
st...@projectremedies.com> wrote:

> You might look at Kovair Software's web site.
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of GBGupta
> Sent: Saturday, August 29, 2015 10:36 AM
> To: arslist@ARSLIST.ORG
> Subject: Integration with Jira question.
>
> Hi,
> I need some help trying to understand if there is a way to integrate remedy
> Incident to a Defect in JIRA?
> Is there any plugin out there?
> Or how would I be able to achieve this? We are on remedy 8.1.
> I have zero knowledge of Jira but I could get my hands on an installation
> to
> test out an integration.
>
> Atlassian also offers a Service Desk module - so there is also a thought to
> switch to using that for lack of better way to integrate.
>
> Any help from arslisters would be highly appreciated!!!
>
> BMC Incident Management Team @ Toronto - anything out there?  It will be
> too
> sad BMC losing space to Atlassian Service Desk!
> Please help!!!
>
> Thx,
> Geetika
>
> Sent from my iPhone
>
> 
> ___
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> Answers
> Are, and have been for 20 years"
>
>
> -
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2015.0.6125 / Virus Database: 4409/10538 - Release Date: 08/29/15
>
>
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Re: ARS 8.0. RedHat 5 => 6 migration

[Rick Cook]

Terry, I read the KBs on that.  There's a fairly quick and easy workaround.

Rick
On Aug 20, 2015 6:48 AM, "Terry Bootsma"  wrote:

> ** 
> We had some issues with Java 8 on ITSM 8.1.01 with Web reporting not
> working in the midtier.  We had to go back to Java 7 on our midtiers.
>
> Terry
>
>
> --
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *frex popo
> *Sent:* August-20-15 2:39 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 8.0. RedHat 5 => 6 migration
>
> **
> Thanks Shafkat/Jason.
> I will have to reconsider v8 and may be install v7 instead or stick with
> v6​
>
> On Wed, Aug 19, 2015 at 7:15 PM, Jason Miller 
> wrote:
>
>> **
>> Yeah, I agree. I am thinking with ARS/ITSM 8.x that Java 7 is the safe
>> bet. If you were looking at ARS/ITSM 9 then I would say give Java 8 serious
>> consideration.
>>
>> Jason
>>
>> On Wed, Aug 19, 2015 at 7:30 AM, Shafqat Ayaz  wrote:
>>
>>> **
>>> Hi
>>> I had major problems with Java 8. After talking to BMC Support I had to
>>> go back to v6. I don't know if this has been fixed in the meantime.
>>>
>>>
>>>
>>> *Shafqat Ayaz*
>>>
>>>
>>> --
>>> *From:* frex popo 
>>> *To:* arslist@ARSLIST.ORG
>>> *Sent:* Wednesday, August 19, 2015 11:11 AM
>>> *Subject:* Re: ARS 8.0. RedHat 5 => 6 migration
>>>
>>> **
>>> Thanks Jason
>>> I checked the Knowlege Base and saw few issues with Java8 and ARS8.1 and
>>> other issues but nothing related to ARS8.0...So still investigating.
>>>
>>> Thanks​
>>>
>>>
>>>
>>> On Wed, Aug 19, 2015 at 9:10 AM, Jason Miller 
>>> wrote:
>>>
>>> **
>>> I remember seeing something in the past about Java 8 and ARS and/or ITSM
>>> 8.x incompatibility. Is java 8 listed on the comparability matrix for
>>> Remedy 8?
>>>
>>> It may have been addressed in an update but wanted give a heads up. I
>>> don't remember the exact details. It is either mentioned her on the list or
>>> the BMC Communities (well and kb.bmc.com probably).
>>>
>>> Jason
>>>
>>> On Tue, Aug 18, 2015 at 11:38 PM, frex popo  wrote:
>>>
>>> **
>>> ​We are migrating ARS/ITSM 8.0 OS from Linux RedHat5 to Linux 6 and all
>>> the rest stays the same, apart from Java We are planning on
>>> installing Java v8 instead of the current version Java v6. Anyone
>>> encounters some problems with having ARS/ITSM 8.0 running Java v8?
>>>
>>> Best Regards
>>> frex
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _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: What is it about the ARSlist that keeps you here rather than Communities

[Rick Cook]

It's the convenience, the fact that I can easily find what I'm looking for,
and frankly, the people.  Like Joe said, they are people I know.  And
like.

Rick
On Aug 18, 2015 12:41 PM,  wrote:

> **
> I use list because "it is in email format"
> Why: because I can search gmail anytime without an account login, it is
> easy in Google and BMC cannot remove the information.
> I can use from my iPhone
> I am not dependent on another company just google. When BMC is down Google
> is up?
> And last ; I am as 90% of all Americans -- resistant to change.
>
>
> Sent from my iPhone
>
> On Aug 18, 2015, at 12:52 PM, Daniel  wrote:
>
> **
>
> I know many of us go to both, I am especially interested in those that are
> here and not on communities or more active her.
>
>
>
> Why are you more active here?
>
>
>
> What makes the ARSlist different\unique\special versus Communities.
>
>
>
> Do you miss the ARSlist Awards and sessions or see this list as a
> commodity now and just want to use it.
>
>
>
> Yes there is a purpose and an end goal here.
>
>
>
> If there is a company interested in sponsoring the ARSlist in it’s current
> form, and\or having a partnership with WWRUG, I would be happy to hear from
> you.
>
>
>
> Cheers Dan
>
> Creator of the ARSlist
> _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: Updating the DM Load path in SYS:Settings

[Rick Cook]

No, it was a permission issue.  I had to share the destination folder. It's
working now.

Rick
On Aug 11, 2015 5:03 PM, "Thad Esser"  wrote:

> **
> The trailing slash?
>
>
> https://docs.bmc.com/docs/display/public/itsm81/Configuring+the+BMC+Remedy+AR+System+repository+for+attachments+and+spreadsheets
>
> [image: Inline image 1]
>
>
>
> On Mon, Aug 10, 2015 at 11:39 AM, Rick Cook  wrote:
>
>> **
>>
>> I am trying to specify the DM Load directory in the SYS:Settings Form,
>> but I get an error 38 when I try it out.
>>
>> I have opened up that directory's permissions to full control for all
>> local users, but apparently that's not good enough.  What am I missing?
>>
>> Rick
>> _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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Updating the DM Load path in SYS:Settings

[Rick Cook]

I am trying to specify the DM Load directory in the SYS:Settings Form, but
I get an error 38 when I try it out.

I have opened up that directory's permissions to full control for all local
users, but apparently that's not good enough.  What am I missing?

Rick

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Re: Call AI job from workflow?

[Rick Cook]

I've done it, though my memory is fuzzy on the details.  Basically, when
you schedule your AI job, it creates a record in a form.  The form name
depends on the version of AI, but it's in the docs.

You can have workflow look for records matching your criteria entering that
form, and do what you want with it.

Rick
On Aug 3, 2015 8:04 AM, "Andrew Hicox"  wrote:

> **
>
> Hi everyone,
>
> I have a requirement to create a user interface whereby a spreadsheet is
> uploaded as an attachment, and used as an input to an atrium integrator job
> that will import/mangle data appropriately.
>
> Offhand, it seems like this ought  to be possible. I suspect I could use a
> clever run-process to copy the attachment into a temp directory and have AI
> pick it up from there.
>
> However, I need some way of not only triggering the AI job in real time
> from workflow, but I also need a way to send a variable into the job at
> runtime (i.e. "process this specific filename right  now"). Also (ideally)
> I'd need some way of capturing exceptions from AI and displaying a sensible
> error message to the user ("missing required data", "bad spreadsheet
> format", etc etc).
>
> Has anyone here ever attempted this sorta thing? If so, any pointers?
>
> -Andy
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Java 8 page display issues

[Rick Cook]

Thanks, Julie.  I should clarify that I only upgraded Java on the Mid-tier
server. AR Server was already on 8, so the paths there should be OK.  Just
the Mid-tier is the current issue.

Rick
On Jul 31, 2015 8:28 AM, "Rockwood, Julie"  wrote:

> **
>
> Hi Rick,
>
> Our Java path seems to change regularly.  Here is a list of what needs to
> change with it.
>
>
>
> a. Edit monitor.cfg
>
> b. Change PATH environment variable
>
> c. Update jvm library in regedit for both email and flashboard
> services.  When in Regedit, the Email Engine service can be found under
> HKEY_LOCAL_MACHINE -> SYSTEM -> CurrentControlSet -> servers->BMC Remedy
> Email Engine hostname->Parameters.
>
> d. Change the tomcat6w.exe settings on mid-tier servers
>
> e. For UDM, Edit  E:\Program Files\BMC
> Software\ARSystem\diserver\data-integration\set-pentaho-env batch file.
>
> f.  To export SRDs update E:\Program Files\BMC
> Software\ARSystem\artools\arexport.bat
>
> g. If you need to run the email engine from the command line, Update
> JavaPath in  e:\program files\bmc software\arsystem\aremail\EmailStart
>
>
>
> Good Luck!
>
> *_*
>
> Julie Rockwood
>
> SAE-3 – Site Infrastructure and Programs Software
>
> Los Alamos National Laboratory
>
> (505) 667-9846
>
>
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Friday, July 31, 2015 9:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Java 8 page display issues
>
>
>
> **
>
> I have a new 8.1.02 server on Windows x64.  Mid-tier server connected to
> AR Server just fine until I upgraded from Java 7 to 8.  I uninstalled
> 7,rebooted, then installed 8 (x64).
>
> I then updated the Java path variables in both Tomcat and the local
> Environmental settings to reflect the new location of Java.  Restarted
> Tomcat a few times. I even looked in the registry to be sure that Java 7
> was GONE.
>
> But now, when I attempt to connect from the Mid-tier server to either the
> AR Server or even the Mid-tier configuration page, I get "Page cannot be
> displayed" errors.
>
> Anyone encounter that, or could give me something else to look at?
>
> Rick
>
> _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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Java 8 page display issues

[Rick Cook]

I have a new 8.1.02 server on Windows x64.  Mid-tier server connected to AR
Server just fine until I upgraded from Java 7 to 8.  I uninstalled
7,rebooted, then installed 8 (x64).

I then updated the Java path variables in both Tomcat and the local
Environmental settings to reflect the new location of Java.  Restarted
Tomcat a few times. I even looked in the registry to be sure that Java 7
was GONE.

But now, when I attempt to connect from the Mid-tier server to either the
AR Server or even the Mid-tier configuration page, I get "Page cannot be
displayed" errors.

Anyone encounter that, or could give me something else to look at?

Rick

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Re: Resetting all passwords

[Rick Cook]

What if you just restricted the access to administrator only?

Rick
On Jul 17, 2015 8:04 AM, "Scott Hallenger"  wrote:

> **
> Hello Listers,
> I was wondering if you could advise me on a password issue. We basically
> want to lock all of our users out of our QA system, but leave their
> accounts active. One thought was to reset everyone's PW to something they
> don't know. Is there a way to reset everyone's PW or re-enforce the default
> password.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Java Update from JRE 7 to JRE 8

[Rick Cook]

You might need to update the registry manually as well, if you're on
Windows and fixing the PATH, etc. doesn't fix it.

Rick
On Jun 29, 2015 9:06 AM, "Arner, Todd"  wrote:

> **
>
> Thanks Rick.  It is different.  I am now trying to determine where all I
> need to make changes to reference the new installation directory.
>
>
>
> Todd
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rick Cook
> *Sent:* Monday, June 29, 2015 11:02 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Java Update from JRE 7 to JRE 8
>
>
>
> **
>
> Todd, check the installation directory.  I think it's different for v8 vs.
> v7.
>
> Rick
>
> On Jun 29, 2015 8:58 AM, "Arner, Todd"  wrote:
>
> **
>
> We are trying to update Java on our Remedy server from version 1.7.0_79 to
> 1.8.0_45 and after updating we are unable to start the email engine or
> flashboards.  We are also not able to use the AR System Plug-in Server.  I
> am assuming that there are some config files or files that need to be
> updated to point to the new path.  Does anyone have a listing of sorts that
> indicates what needs to be updated?  Any help or direction you can provide
> is greatly appreciated.
>
>
>
> ARS 8.1.00
>
> OS Windows server 2008 SP1
>
> DB 2008 R2 (SP2)
>
>
>
> Thanks,
>
> Todd Arner
>
> Great Lakes
>
>
>  --
>
> The information contained in this communication may be confidential, is
> intended only for the use of the recipient(s) named above, and may be
> protected under state or federal law. If the reader of this message is not
> the intended recipient, you are hereby notified that any dissemination,
> distribution, or copying of this communication, or any of its contents, is
> strictly prohibited. If you have received this communication in error,
> please forward the communication to no...@glhec.org immediately and
> destroy or delete the original message and any copy of it from your
> computer system. If you have any questions concerning this message, please
> contact the sender.
>
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>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
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Re: Java Update from JRE 7 to JRE 8

[Rick Cook]

Todd, check the installation directory.  I think it's different for v8 vs.
v7.

Rick
On Jun 29, 2015 8:58 AM, "Arner, Todd"  wrote:

> **
>
> We are trying to update Java on our Remedy server from version 1.7.0_79 to
> 1.8.0_45 and after updating we are unable to start the email engine or
> flashboards.  We are also not able to use the AR System Plug-in Server.  I
> am assuming that there are some config files or files that need to be
> updated to point to the new path.  Does anyone have a listing of sorts that
> indicates what needs to be updated?  Any help or direction you can provide
> is greatly appreciated.
>
>
>
> ARS 8.1.00
>
> OS Windows server 2008 SP1
>
> DB 2008 R2 (SP2)
>
>
>
> Thanks,
>
> Todd Arner
>
> Great Lakes
>
>
>  --
> The information contained in this communication may be confidential, is
> intended only for the use of the recipient(s) named above, and may be
> protected under state or federal law. If the reader of this message is not
> the intended recipient, you are hereby notified that any dissemination,
> distribution, or copying of this communication, or any of its contents, is
> strictly prohibited. If you have received this communication in error,
> please forward the communication to no...@glhec.org immediately and
> destroy or delete the original message and any copy of it from your
> computer system. If you have any questions concerning this message, please
> contact the sender.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: OT: Funny

[Rick Cook]

Spelling is important, isn't it?

Rick
On Jun 9, 2015 9:08 AM, "Shafqat Ayaz"  wrote:

> **
> while looking at the Remedy website came across this...
>
>-
>- BMC Atrium Integrator Server is not detected | BMC Communities
>
>Apr 15, 2014 ... Getting the error message "BMC Atrium integrator
>Server is not ... You need to install atrium integrator which is a
>desperate download on the ...
>desperate download indeed!!
>-
>-
>
>
>
> *Shafqat Ayaz*
>
>
>   --
>  *From:* "Grooms, Frederick W" 
> *To:* arslist@ARSLIST.ORG
> *Sent:* Monday, June 8, 2015 5:24 PM
> *Subject:* Re: Set field SQL statement correction
>
> You should be able to search the forms "AR System Metadata: actlink_sql"
> and "AR System Metadata: filter_sql" looking for the double quotes.  From
> those forms you can take the Actlink ID or Filter ID to the Actlink or
> filter metadata forms to find the workflow to update
>
> Fred
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of MalviyaSaurabh
> Sent: Friday, June 05, 2015 10:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Set field SQL statement correction
>
> Hi All,
>
> We have migrated  our custom (non-ITSM) ARS application from 7.1
> (Solaris-Sybase) to 8.1 (Linux-Oracle).
> Currently facing issues with Set Field SQL action in various workflows due
> to difference in SQL statments in Sybase and Oracle.
> For instance in one of the activelinks,
> on sybase
> select Install_History from CM_Change_Mgmt where Change_Request__ =
> "$Change_RequetID$"
> which gets error on Oracle, to rectify it I made the below change
> select Install_History from AOL_CM_Change_Mgmt where Change_Request__ =
> '$Change_RequetID$'
> single-quote
>
> Since I don't know for the presence of "double-quotes" in the workflows for
> similar actions, what would be the best way to rectify the set-fields
> actions,push field, direct sql??
>
> Regards,
> Saurabh
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
>
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Re: Impact of Removing the defined OTB indexes from a form

[Rick Cook]

Some DBAs want to manage indexes from the DB level, and so they recreate
them there.  That *can* increase performance, but from that point, all
maintenance of indexes must occur at the DB level.  Apart from that, I
don't know why one would remove indexes from a form, unless it's a form no
one searches against.

Rick Cook

On Thu, May 28, 2015 at 2:15 AM, LJ LongWing  wrote:

> **
>
> Whatever was defined in their workflow that was going to utilize that
> index won't be able to and performance could suffer as a result.
> On May 28, 2015 3:07 AM, "Madhu V" 
> wrote:
>
>> Hi ,
>>
>> Can you please let me if there will be any impact if we remove the OTB
>> defined indexes from the OTB form?
>>
>> Regards
>> Madhu
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "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: No support?

[Rick Cook]

Glad you are OK, Claire!  Hope BMC can dry out and apply some (hopefully
minor) lessons learned to their DRP.

Rick
On May 26, 2015 11:21 AM, "Sanford, Claire" <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> Oh!  Just about everyone in Houston was told not to go into work if it
> was at all possible…  the less traffic on the roads the better.
>
>
>
>
> http://www.click2houston.com/news/viewer-photos-severe-weather-in-houston-area-on-memorial-day/33213104
>
>
>
> *From:* Sanford, Claire
> *Sent:* Tuesday, May 26, 2015 1:17 PM
> *To:* 'arslist@ARSLIST.ORG'
> *Subject:* RE: No support?
>
>
>
> Was there a storm in Houston?  Oh Yeah!   If you are on Facebook  look up
> #HoustonFlood
>
>
>
> The city of Houston busses were not running the roads were so bad this
> morning.  I am very fortunate.  My home is on high ground with very good
> drainage around the area.  My street flooded to the extent that the water
> was about 4 inches from coming in my garage.  Lost a few tree limbs the
> other night when the tornado came through… other than that no damage here.
>
>
>
> Where BMC is located was flooded pretty badly last night.  They have an
> offshoot of one of the bayous that runs alongside their building.  I
> would not be surprised if it ran over the banks and flooded their garage
> and their basement area.  That building is built very high up.  They
> pretty much created a hill and built the building… but there are floors
> underground.  They (we/ because I am very close to their building) had
> between 8 and 10 inches of rain last night!
>
>
>
> We have not had rain this bad since 1983.
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Lucero,
> Michelle
> *Sent:* Tuesday, May 26, 2015 1:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Potential Phishing - Re: No support?
>
>
>
> **
>
> Yep, there were floods, power outages.  There was also a tornado this
> weekend.
>
> At least a thousand cars and at least a thousand homes have been damaged.
>
>
>
> *Claire -- * you OK out there?
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *
> richard@bwc.state.oh.us
> *Sent:* Tuesday, May 26, 2015 12:54 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* No support?
>
>
>
> **
>
> I just tried calling BMC support – apparently they have new numbers?
>
> After being on hold a pleasant young lady said that the storm last night
>
> in Houston messed up all the phone lines and she wasn’t sure when they
>
> would be back up. Was there a storm in Houston or ??
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message. Portions of this message may be confidential
> under an exemption to Ohio's public records law or under a legal privilege.
> If you have received this message in error or due to an unauthorized
> transmission or interception, please delete all copies from your system
> without disclosing, copying, or transmitting this message.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  --
>
> This message, and any attachments, is for the intended recipient(s) only,
> may contain information that is privileged, confidential and/or proprietary
> and subject to important terms and conditions available at
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>
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Re: ARS v9.0 - New Server Object - Associations

[Rick Cook]

So, it's changing the degree of normalization of the data model.  That
doesn't sound quite like what Remedy is doing in v9, but it seems to be
moving in that direction.  For better or worse, that structure has defined
Remedy from its competitors through the years.

Rick
On May 15, 2015 9:17 AM, "LJ LongWing"  wrote:

> **
> It's been a few years since I took the Force.com trainingbut I seem to
> remember that you could say something similar to 'I want this field on this
> form to be the value on that form (here is the definition of how to get the
> other value 'association')and then from that point forward, the two
> values were the same...not to say that it stored it in two places and
> synchronized it...it stored it in one place, and made the other place a
> reference to the first place.
>
> This would essentially be a new 'type' of field, a reference field, that
> would never contain its own data, but instead, be a reference to the other
> datakinda like a symbolic link works with file systemsthat would be
> kinda cool.
>
> On Fri, May 15, 2015 at 10:11 AM, Thad Esser  wrote:
>
>> **
>> Doug,
>>
>> From what I'm understanding, this feature is currently geared toward
>> whether or not the associated records exist.  Any chance it could develop
>> into also being data-focused?  For example, let's say you have a People
>> form and someone's Full Name changes.  You could then define associations
>> to other forms in such a way, that the Full Name field on the associated
>> forms updates automatically.  Sure, this is done with filters now, but you
>> have to keep track of everywhere the data needs to flow.  I suppose
>> associations doesn't change that, but then it would be part of the data
>> model at least.
>>
>> Or stepping back a level - maybe not just data-focused, but associating
>> fields into a group on a given record.  For example, let's say you have a
>> Service Request form, with a group of fields that represent the "Requested
>> For" person..  First Name, Middle Initial, Last Name, Login ID, Person ID,
>> etc.  Changing the Login ID or Person ID, would then change all the
>> others.  Middle Initial seems to be a favorite of BMC's to forget.  Having
>> an association defined with automatic updates might help.  It has gotten
>> more consistent with 8.1 and the service calls, so maybe I'm carrying some
>> baggage on this one.  :-)
>>
>> Anyway, looking forward to the future,
>> Thad
>>
>> On Thu, May 14, 2015 at 11:57 AM, Mueller, Doug 
>> wrote:
>>
>>> **
>>>
>>> Thad,
>>>
>>>
>>>
>>> Yes, the Association feature is a major new feature.  And, the 9.0
>>> release has introduced the basics and the possibilities and leverage of the
>>> feature are just getting started.
>>>
>>>
>>>
>>> The 9.0 release uses the Association feature in two major ways:
>>>
>>>
>>>
>>> 1)  To delete child records when the required parent record is
>>> deleted.  So, if you have a master record and then have other forms with
>>> additional details, the association will automatically delete the children
>>> when the parent is deleted.  Associations have a configuration for whether
>>> they enforce this flow or not.
>>>
>>> 2)  For archiving.  So, archiving the parent, takes all the
>>> children with it automatically.
>>>
>>>
>>>
>>> Now, the base feature is about defining the relationships and
>>> interconnections of forms – directly and through association tables.  You
>>> can follow the associations for any number of reasons.
>>>
>>>
>>>
>>> Think about some other things:
>>>
>>>
>>>
>>> Producing an diagram of the relationship of forms to form an application
>>> is now a simple matter of following relationships AND you know whether the
>>> association is a dependent relationship or not.
>>>
>>>
>>>
>>> What if DSO could be configured to “follow associations” so that
>>> transferring the parent record would transfer all children records too?
>>>
>>>
>>>
>>> What if we could configure the system to have row level security flow to
>>> children from the parent so any change to a row level security field on the
>>> parent flows that change to all children records as well?
>>>
>>>
>>>
>>> What if you could define table fields to just “follow the association”
>>> rather than having to define the target form and qualifications on it?
>>>
>>>
>>>
>>> What if you could export data by just specifying the parent record and
>>> all children record are exported along with it (or imported..).
>>>
>>>
>>>
>>> What if…
>>>
>>>
>>>
>>> There is a lot more that this feature can do and will allow.
>>>
>>>  Working with applications that involve collections of forms with
>>> inter-dependent or just inter-related data will be much easier and will be
>>> able to be done in a more global, consistent, and systematic way rather
>>> than custom logic for each set of interaction.
>>>
>>>
>>>
>>>
>>> As an aside, there is also much more that is possible with archiving now
>>> that this is in place and you should see some very coo

Re: ARS v9.0 - New Server Object - Associations

[Rick Cook]

I'm still trying wrap my head around what they were thinking when they
fundamentally changed the nature of the CDM.  It was done "to improve
performance", but the supporting evidence I've seen is as thin and full of
holes as a 20 year old t-shirt.

Rick
On May 14, 2015 9:38 AM, "Thad Esser"  wrote:

> **
> Has anyone else taken a look at the new "Association" server object for
> version 9.0?  I've only read the docs (haven't played with it yet), but
> this seem like a huge new feature, with possibilities way beyond just
> archiving (which is what the docs say its being used for).
>
> https://docs.bmc.com/docs/display/public/ars9000/Associations+overview
> https://www.youtube.com/watch?v=E4v0X2SimKY
>
> Just curious what others thought, or if I'm nerd-ing out too much.
>
> Thad
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Changing a Remedy Login ID In Bulk

[Rick Cook]

I suppose, but consider things like pending approvals, which are all
dependent on the login ID present when the record was created.  Unless you
update those records to match, they become orphans.

Rick
On May 14, 2015 8:24 AM, "Scott Hallenger"  wrote:

> **
> Hello Lister's,
> I was wondering if it is possible to update/change an existing Remedy
> login ID of it were to be exported with its GUID or entry ID and then
> re-imported with the changed info. I'm on ITSM 8.1. For example, if I
> wanted to change "jdowe" to "jdowe1", is it possible to do this through
> export & re-import.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: License Usage on remedy 8.1

[Rick Cook]

If it's running every 3 seconds, isn't that likely an Active link running
on that interval?  Find and deal with that.

Rick
On May 8, 2015 2:05 PM, "Misi Mladoniczky"  wrote:

> Hi,
>
> It seems very bad from a floating license perspective.
>
> It also seems bad from a performance perspective to keep running a refresh
> every 3 seconds...
>
> It would be interesting to create workflow to disable this auto refresh
> when
> the form is not the topmost form.
>
> It seems better if the worklog was refreshed when a change occurs rather
> than
> every three seconds. The only problem is if someone else adds worklog
> entries
> to the ticket you are viewing.
>
> 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.
>
> > Hi List,
> >
> > I began to work on upgrading system to remedy 8 and found on our
> development
> > environment that that after user opened the Change or Incident screen,
> system
> > began to run the auto-refresh on certain table fields every 3 seconds.
> The
> > Change screen refreshes the approval table, HPD refreshes the work log.
> >
> > After user goes back to the Home (overview console) after “visiting” the
> > Change and Incident tickets, the corresponding active links keep running
> even
> > though there are no Incident and Change forms on the screen.
> >
> > Advantage: licenses would never get expired so information on the screen
> stays
> > forever.
> > Problems:
> >
> > 1.   The user and applications  licenses would never be released
> after 1-2
> > hours as it was working on remedy 7.5 and previous versions.
> > Is this by design? But it means that companies would have to purchase
> much
> > more licenses for 8.x than it required for previous remedy versions.
> >
> >
> > 2.   I would think that there is an unreasonable load on the system.
> >
> > Any recommendations. I have the latest version 8.1.02 that supposed to
> fix all
> > license issues, but seems didn’t.
> >
> >
> > Regards,
> > Mike
> >
> >
> >
> ___
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> >
>
>
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>

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

[Rick Cook]

Well, the other way to do it is to ensure that your state transitions don't
leave any gaps.  Once it leaves Draft, the status change should be
controlled by the approval process.

Rick
On May 5, 2015 7:50 AM, "Rick Westbrock"  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] *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
> 
>  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_
>  --
>
> *If you reply to this email, your message will be added to the discussion
> below:*
>
>
> http://ars-action-request-system.1.n7.nabble.com/How-can-I-control-Change-Status-transitions-in-Change-ITSM-7-0-3-tp121685.html
>
> To start a new topic under ARS (Action Request System), email [hidden
> email] 
> To unsubscribe from ARS (Action Request System), click here.
> NAML
> 
>
> -rAJ
>
>
>  --
>
> View this message in context: RE: How can I control Change Status
> transitions in Change (ITSM 7.0.3)?
> 
> Sent from the ARS (Action Request System) mailing list archive
>  at Nabble.com.
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Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?

[Rick Cook]

I wonder if simply making the status field RO after it leaves Draft would
do the trick?  Then control all state transitions via approvals.

Rick
On May 4, 2015 4:23 PM, "Rick Westbrock"  wrote:

> **
>
> 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
> 
>  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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Re: Change management transitions

[Rick Cook]

I had to clean up after this once.  If an approval is rejected, then the
Change Approval State Transition matrix tells the Change what Status to go
to.  If that Status is Rejected, the CR is done.  My best practice was that
on an Approval Rejection, return the CR to the Status it was in prior to
the latest approval being sent out, to give the Owner a chance to remediate
and resubmit for approval.

Rick
On May 1, 2015 6:45 AM, "Raj"  wrote:

> **
>
> If I remember correctly, the logical next step for Rejection is Resume
> wherein it will resend the ticket for approval so that approver can review
> if the required steps are remediation is done and then again approve/reject
> the request.
>
>
>
> -Raj
>
>
>
> *From:* Andre, Jacques [via ARS (Action Request System)] 
> [mailto:ml-node+[hidden
> email] ]
> *Sent:* Friday, May 01, 2015 16:43
> *To:* Hiremath, Raj
> *Subject:* Re: Change management transitions
>
>
>
> Hi Dave,
>
> The below is for ITSM 8.1, but should be similar on 7.6.
>
> If the Rejection is happening during the approval phase, then you can
> configure ITSM to send the change back to Draft, instead of setting the
> change to rejected.
>
> 1. Go to “Application Configuration Console, Custom Configuration,
> Foundation, Advanced Options” and select “Approval Process Configuration”
> in search mode.
> 2. Locate the approval phase record which is doing the rejection.
> 3. Select the “Status Flow” Tab.
> 4. Under “Rejected” you will have the selection of Rejected. Change this
> to “Draft”
> 5. Press Save.
>
> In this way, when the Change approval is rejected, the Change will return
> to “Draft”
>
> Hope this helps.
>
> Kind regards
>
> Jacques Andre
> Senior Software Engineer – BMC Remedy Development and Support
> Eskdale Road, Winnersh Triangle, Wokingham, Berkshire, RG41 5TS, United
> Kingdom
>
> ___
>
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>
>  --
>
> *If you reply to this email, your message will be added to the discussion
> below:*
>
>
> http://ars-action-request-system.1.n7.nabble.com/Change-management-transitions-tp121662p121663.html
>
> To start a new topic under ARS (Action Request System), email [hidden
> email] 
> To unsubscribe from ARS (Action Request System), click here.
> NAML
> 
>   -rAJ
>
> --
> View this message in context: RE: Change management transitions
> 
> Sent from the ARS (Action Request System) mailing list archive
>  at Nabble.com.
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Re: Import Upgrade

[Rick Cook]

I'm just amazed that you were able to install 8.1.2. I had so many
installer issues I gave up.

Rick
On Apr 28, 2015 8:53 AM, "Koyb P. Liabt"  wrote:

> **
> Hi,
>
> We have a new ITSM 8.1.2 environment.  When I import custom forms from
> 7.0.3 into 8.1.2, I receive a SQL error:  ORA 04063, and view ARADMIN.T1232
> is missing.
> Does anyone know what causes this error.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Spoon Troubleshooting

[Rick Cook]

Fwiw, you'll find the most useful information on Spoon on the Pentaho Web
site, not BMC.  Just like Apache or Java.

Rick
On Apr 27, 2015 6:58 AM, "Pierson, Shawn" 
wrote:

> **
>
> Good morning,
>
>
>
> I’m not the most knowledgeable when it comes to Atrium Integrator, and I’m
> not really able to find much specific information about it in BMC’s
> documentation.  Basically, I have a job that fails with errors such as the
> following:
>
>
>
> 2015/04/27 08:39:11 - ARDatabase - ERROR (version 4.1.0, build 1 from
> 2012-11-06 13.20.53) : Authentication failed
>
> 2015/04/27 08:39:11 - ARDatabase - ERROR (version 4.1.0, build 1 from
> 2012-11-06 13.20.53) : ERROR (623): Authentication failed;
>
>
>
> This makes me think it’s unable to connect to Remedy, and in my job I have
> a CMDBOutput step that I connect to the server.  When I go into that step
> and look at the Database Connection, it appears to have the right
> servername and port, and the User Name is “Remedy Application Service”.  I
> have no idea if the password for that is correct in UDM:RAppPassword but
> nobody has changed it in the past week so I assume it’s correct.  Also, if
> I click on the “Test” button on the Database Connection screen it works,
> but it seems to work even if I change the User Name to random text.  I
> don’t think that either Test or Explore work correctly because they seem to
> always work.
>
>
>
> Also, if I try manually running the job on the Execute a transformation
> screen I hardcode the AR_PASS, AR_SERVER, AR_TCP_PORT, and AR_USER to
> values that I know work and still see the error.  Do you all have any ideas
> of where else I could troubleshoot these problems?  The log files are not
> very helpful, especially since it can’t write to the UDM:TransformationLog
> file since the job can’t connect to the server.
>
>
>
> One other thing is that it ran successfully last Monday.  Since then,
> we’ve disabled the account of the consultant that set up the AI jobs for
> us.  I can’t find his credentials hardcoded anywhere though.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>  Private and confidential as detailed here
> . If you cannot
> access hyperlink, please e-mail sender.
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Re: Anyone still using AIE against a 8.x AR Server?

[Rick Cook]

The architecture is completely different between the two versions, FYI.
The conversion utility works pretty well.

Rick
On Apr 14, 2015 8:55 AM, "Jason Miller"  wrote:

> **
> We have an AIE job that runs daily on an ITSM 7.6.04 system that never
> full made it to production (except for this job). It is pulling info from
> an Oracle DB and pushes it to our 8.1 production AR Server. Works great. So
> great that it is never a priority to take the time to replace it with an AI
> job so we can shutdown the old 7.6.04 server.
>
> Jason
>
> On Tue, Apr 14, 2015 at 8:18 AM, Joe D'Souza  wrote:
>
>> **
>>
>> I wanted to know if you **require** to do a hard switch to AI or if you
>> can continue to use the older AIE residing on a 8.x AR instance. Does AIE
>> continue to work on 8.x?
>>
>>
>>
>> Joe
>>  _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: Anyone still using AIE against a 8.x AR Server?

[Rick Cook]

My understanding was that AIE was deprecated for v8, and that AI was
required.  My experience is that they enforced that.

Rick
On Apr 14, 2015 8:19 AM, "Joe D'Souza"  wrote:

> **
>
> I wanted to know if you **require** to do a hard switch to AI or if you
> can continue to use the older AIE residing on a 8.x AR instance. Does AIE
> continue to work on 8.x?
>
>
>
> Joe
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Remedy 8.1.2 uninstaller issues

[Rick Cook]

I'm having a heck of a time getting ITSM 8.1.2 installed, and the
Uninstaller functions DON'T seem to uninstall much of anything.  Has anyone
else seen this?

Windows 2008, SQL.

Rick

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Re: Upgrade to 8.1.2

[Rick Cook]

Fwiw, I'm having enough issues with a clean install that I wouldn't want to
try this over live code and data.  8.1.2 is the first version using a new
install package, and it has issues.  I can neither fully install nor fully
uninstall ITSM.

Rick
On Apr 9, 2015 12:34 PM, "Scott Buntin"  wrote:

> ** We have successfully helped may large and medium size companies tackle
> upgrades and migrations through the years. It is important to understand
> this question is more complex than the actual implementation.
>
> We have a article on ITSM Migration methodology on our site.
>
>>> http://www.effect-tech.com/migration_onboarding-_upgrade/
>
> Our methodologies and Transport tool has won the RUG Product of the year
> twice for 2012 and 2013.
>
> Hope this finds you well,
>
> Effective Technologies | www.effect-tech.com
> 408-834-7554
>
> On 4/9/2015 11:57:31 AM, Jason Miller  wrote:
> **
> Personally I am a fan of new builds and migrating data when it comes to
> ITSM. So much changes (and breaks) over the years and it is a great time to
> evaluate customizations and if they are still needed.
>
> Have you looked into the AMIGO Program for ITSM Applications Suite
> ? Also see:
> https://communities.bmc.com/groups/customer-support-community/blog/2014/09/19/amigo-program
> for more info.
>
> Jason
>
> On Wed, Apr 8, 2015 at 8:17 AM, Koyb P. Liabt  wrote:
>
>> ** Hi,
>>
>> Our company is upgrading from 7.0.3 ITSM/AR System 7.5 to 8.1.2.
>>
>> We are trying to figure out if we should do:
>>  a) implement  new 8.1.2 install on a separate server, and bring selected
>> customizations over (after we modify them via Dev Studio) OR
>>  b)" upgrade in place" the AR System and ITSM to 8.1.2
>>
>> Any ideas/thoughts?
>>
>>
>>
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _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: Time to Install ITSM 8.1.2

[Rick Cook]

Mine is failing, too.  Actually, it (finally) installed, but now I can't
connect to my plug-in server, which I've been working with Support on for
over a week.

Rick Cook

On Mon, Mar 9, 2015 at 10:27 AM, Hynes, Douglas  wrote:

> **
>
> My 8.1.02 Core patch in my Test Env. failed. I won’t be able to give a
> good set of numbers for a bit.
>
>
>
> Sorry,
>
> -Doug
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Tanner, Doug
> *Sent:* Monday, March 09, 2015 11:49 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Time to Install ITSM 8.1.2
>
>
>
> **
>
> Thanks Rick, I installed English & French
>
> Doug
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rick
> Phillips
> *Sent:* Monday, March 09, 2015 12:09 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Time to Install ITSM 8.1.2
>
>
>
> **
>
> Doug, it depends on which locales you have installed.  For us (with all
> locales installed) it's 11 hours.
>
> rp
>
> On 3/9/2015 5:47 AM, Tanner, Doug wrote:
>
> **
>
> Dear List,
>
> Looking for some feedback on Installation times for ITSM
> Suite. I know there are a lot of variables and different system
> configurations, etc.
>
> I installed CMDB, Atrium Integrator and then ITSM (8.1.2) suite over the
> weekend on a Sandbox. Just trying to gauge if my installation time was
> typical/average.
>
>
>
> My Question for the List – *If you have installed ITSM
> 8.1.2 – How long did the install take?*
>
>
>
> P.S. Are there any tips/tricks that can reduce the installation time?
>
>
>
> Thanks in Advance, Doug
>
>
>
> *|**Doug Tanner **| *Enterprise Workflow Applications *|*
>
> *|*Compass Group *| *2400 Yorkmont Rd, Charlotte, NC 28217 *|*
>
> *| *(*w*) +1.704.328.3178 *| *(*m*) +1.980.230.8563 *|*
>
> *| *www.cgnad.com *|*why Compass? <http://www.worldofcompass.com/video/>*
> |*
>
>
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
> and privileged information. Any unauthorized review, use, disclosure or
> distribution is prohibited. If you are not the intended recipient, please
> contact the sender by reply e-mail and destroy all copies of the original
> message.
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Re: Time to Install ITSM 8.1.2

[Rick Cook]

I've only gotten as far as Atrium Core, but ARS and AC each took less than
an hour.

Rick

Rick Cook

On Mon, Mar 9, 2015 at 6:19 AM, Tanner, Doug 
wrote:

> **
>
> Custom Applications, ARS is on 8.1.2, so in essence we are doing a fresh
> install of ITSM 8.1.2
>
>
>
> Database:MS SQL 2012
>
> Size:   450 GB
>
> RAM  8 GB (Have requested increase to 16GB)
>
>
>
> ARS Server:MS Server 2012
>
> RAM  8 GB
>
>
>
> Thanks, Doug
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Hynes, Douglas
> *Sent:* Monday, March 09, 2015 9:15 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Time to Install ITSM 8.1.2
>
>
>
> **
>
> Doug,
>
>
>
> Are you upgrading from a 7.x or an 8.x?
>
>
>
> Cheers,
>
> -Doug
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Tanner,
> Doug
> *Sent:* Monday, March 09, 2015 7:48 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Time to Install ITSM 8.1.2
>
>
>
> **
>
> Dear List,
>
> Looking for some feedback on Installation times for ITSM
> Suite. I know there are a lot of variables and different system
> configurations, etc.
>
> I installed CMDB, Atrium Integrator and then ITSM (8.1.2) suite over the
> weekend on a Sandbox. Just trying to gauge if my installation time was
> typical/average.
>
>
>
> My Question for the List – *If you have installed ITSM
> 8.1.2 – How long did the install take?*
>
>
>
> P.S. Are there any tips/tricks that can reduce the installation time?
>
>
>
> Thanks in Advance, Doug
>
>
>
> *|**Doug Tanner **| *Enterprise Workflow Applications *|*
>
> *|*Compass Group *| *2400 Yorkmont Rd, Charlotte, NC 28217 *|*
>
> *| *(*w*) +1.704.328.3178 *| *(*m*) +1.980.230.8563 *|*
>
> *| *www.cgnad.com *|*why Compass? <http://www.worldofcompass.com/video/>*
> |*
>
>
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
> and privileged information. Any unauthorized review, use, disclosure or
> distribution is prohibited. If you are not the intended recipient, please
> contact the sender by reply e-mail and destroy all copies of the original
> message.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
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>

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Re: 8.1 Wiping out Relationships when a CI is Moved to In Inventory

[Rick Cook]

If a CI is In Inventory, it's not deployed, and to BMC, it is still owned,
managed, and controlled by the company, not a group individual.  I believe
you can set a default owner group for CIs in that status.

Rick
On Mar 6, 2015 12:39 PM, "Kemes, Lisa A DLA CTR INFORMATION OPERATIONS" <
lisa.kemes@dla.mil> wrote:

> I'm surprised that nobody else is feeling any struggles to the new 8.1 OOB
> workflow that deletes all People relationships when a CI is moved to In
> Inventory.  Surely (don't call me Shirley!) the CI is still supported by or
> owned by a Support Group or Organization and this usually doesn't go away
> if In Inventory does it?  Our customer is requesting that these
> relationships do not get touched when a CI is moved to In Inventory.
>
> Do most people just not use In Inventory?  It's really horrible and has
> caused lots of problems for us.  We have fixed many bugs for BMC on our own
> in relation to this.
>
> My previous Post:
> Does anyone else struggle with this in 8.1?  Why would all relationships
> get wiped out when a CI is moved to In Inventory?
>
> Lisa Kemes
> Remedy Consultant
> Dev Technology Group
> DLA Office: (717) 770-6437
> Cell Phone: (717) 602-9460
> lisa.ke...@devtechnology.com
>
>
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Re: Requirements Doc

[Rick Cook]

I always used to assign new developers to build a bug tracking
application.

Rick
On Mar 6, 2015 9:36 AM, "Ben Cantatore"  wrote:

> ** LJ,
>
> I'm not sure if this is something you're looking for, but I currently have
> an enhancement request from one of my users to modify the email function
> (located under function on left side navigation panel) in tickets to allow
> for canned messages.  Many teams that are fulfilling requests have messages
> to send formatted in a specific way with a specific message and want to
> send during the setup/completion of the requests.
>
> So the idea would be to create a form where the various teams can
> add/modify their canned messages and then have it selectable from a menu on
> the email dialog box.
>
> In this example, your junior develop would have to create a form, menu,
> active links and buttons.  I think I recall you have a custom environment
> so add dialog box and maybe tack on the actual email function if you want
> to ramp up the difficulty level.
>
>
>
>
>
> *Ben Cantatore*
> *Remedy Product Manager*
> Bed Bath & Beyond
> 650 Liberty Avenue
> Union NJ 07083-8130
> Office: (908) 613-5769
> Cell: (914) 263-6802
>
> [image: LinkedIn] 
>
>
>
> From:LJ LongWing 
> To:arslist@ARSLIST.ORG,
> Date:03/06/2015 09:58 AM
> Subject:Requirements Doc
> Sent by:"Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
> --
>
>
>
> **
> All,
> I'm training up a newbie on Remedy Development, and we have reached the
> point where I think he's ready for a 'test'I remember going through my
> 7.x RAC class, and they gave us a small 'requirements doc' for a fairly
> simple, yet complex enough application that needed to be built...the guys
> that were in the class with me all built different applications of course,
> but they all met the application...it was a good exercise and helped hone
> the blade so to speak on all of our skills...I was wondering if anyone
> happened to have something like that laying around that I would be able to
> use
>
> It doesn't need to be related to any particular industry, etc...just a
> couple of pages of requirements for an app that requires a few forms, and
> some description of functionality, but of course, not how the functionality
> needs to be built
>
> If anyone is willing to send me some stuff, either on or offline, I would
> appreciate it.
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> "-- CONFIDENTIALITY
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Re: CI Relationships

[Rick Cook]

I think that's in the Asset people Form.

Rick
On Mar 2, 2015 10:23 AM, "Kemes, Lisa A DLA CTR INFORMATION OPERATIONS" <
lisa.kemes@dla.mil> wrote:

> For some reason, our customer wants to see all CI relationships (Owned by,
> Used by, etc) on one row in a report, so we have a TON of customizations to
> create one record for each CI with all these relationships on it.
>
> I've proposed using Analytics (we have this and use it) for this but it
> wouldn't be on one row.
>
> Does anyone else have this need that has been able to provide this type of
> report out of the box without customizations?
>
> Lisa Kemes
> Remedy Consultant
> Dev Technology Group
> DLA Office: (717) 770-6437
> Cell Phone: (717) 602-9460
> lisa.ke...@devtechnology.com
>
>
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Re: Remedy Upgrade - Suggestions required.

[Rick Cook]

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

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Re: 8.1.02 Server Installation -- Database Upgrade

[Rick Cook]

Tami, I've not had that problem, but I've had a few others with the 8.1.02
install packages.  One thing that Support told me was that they are using a
new Installer technology for the first time in this release.

One issue I had is that the AR System install won't accept a DB name with
any special characters in it, even though neither AR System nor SQL mind
them.

Also dealing with an issue with the Atrium Core install, which leaves out
an entire /bin directory (among possibly other things).

Rick Cook

On Fri, Feb 13, 2015 at 12:52 PM, Tami Palacky  wrote:

> **
>
> i am installing 8.1.02 on a brand new server and i am not getting the
> database upgrade prompt, so it is defaulting to Yes.  is there a place to
> change that after installing?
>
>
>
> Windows server 2012 R2
>
> SQL database 2012 R2
>
>
>
> thank you
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Categorization

[Rick Cook]

This is the updated version of the other document.

https://communities.bmc.com/docs/DOC-31762

Rick Cook

On Thu, Jan 29, 2015 at 9:39 AM, Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS  wrote:

> This might help with Op Cats.  :)
>
> https://communities.bmc.com/docs/DOC-3231#
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
> Sent: Thursday, January 29, 2015 9:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Categorization
>
> **
> Not sure if this is asking for too much, or that I'm crossing the lines of
> info sharing etiquette wit this question, but here it goes. I have been
> Working on re-working my clients current Product and Op category
> matrix,which is in bad shape. If was wondering if anyone would be willing
> to share their category matrix just so that I would have something to start
> with. This way I am not re-inventing the wheel. I figured someone out there
> my actually have a Cat matrix that they are happy with. If you not
> comfortable with sharing I understand. My client is a retail organization
> if that helps.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
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Re: BMC Enhancement Requests (was a different topic/thread)

[Rick Cook]

I see your point, Ray, but at the end of the process - whatever the process
- is implementation.  Without that, there seems little point in following a
process of any kind.  Which may explain the reticence of both customers and
support techs to initiate that process.  It's simply a pointless waste of
time and effort.

Rick Cook

On Wed, Jan 28, 2015 at 9:49 AM, Ray Gellenbeck <
ray.gellenb...@redmangollc.com> wrote:

> I understand.  For me, the issue is less the location/mechanic, it's more
> the underlying policy/mindset.  Whether it's housed in a community site or
> an RFE ticket, the mechanism doesn't impact the culture.  Until 2 things
> happen, it's all window dressing...
>
> 1.  re-align the mindset by support and development that RFE's are
> important, should be staffed, tracked and budgeted into release cycles at a
> much higher level than they are now.
>
> 2.  Related, stop the mindset that feels that telling customers to submit
> an RFE absolves BMC folks from being responsible for being champions of
> RFE's.  Again, at the end of my support call, for example, the agent should
> have said "I'm going to submit an RFE for this against your contract
> number.  You can track the disposition/progress at www.blahblahblah."
> Going back to #1, if BMC demonstrated that RFE's actually get tracked,
> adjudicated and developed/deployed in a timely manner (requiring more
> cost/people in the short-sight but greatly increasing brand loyalty and
> satisfaction/retention in the long run), then telling a customer that at
> the end of a call would both increase satisfaction and increase value to
> the product because submissions will have real-life case history to refer
> to.
>
> Seems simple enough to me, but I"m a process person just as much as a
> tools tech.  The devil is in the operational cost, which seems to be
> arsenic to some peoples' thinking...
>
> Ray
>
>
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Re: BMC Enhancement Requests (was a different topic/thread)

[Rick Cook]

Is there anyone here who's had an RFE actually implemented?  I can't think
of one of mine that has.  I don't know how BMC prioritizes their
development time, but since there are documented bugs that span multiple
versions without getting fixed, I have to think that only the most
obvious/important RFEs make the cut.

Rick Cook

On Wed, Jan 28, 2015 at 8:35 AM, Terje Moglestue  wrote:

> **
>
> Looking back I have spent hours submitting RFE’s on behalf of different
> clients. At that point, we all believed in the RFE system (in some degree).
> It was not perfect, but it worked. High-profile clients believed in the
> process some was  even proud when an RFE was submitted. We had meetings
> with account managers, project managers and stake holders regarding RFEs.
> It was an important part in the project management and helped us to move
> the project forward. Submit something on a community board is different!
>
>
>
> A reintroduction of an improved RFEs system would be welcomed by many. BMC
> could combine the two system – where the RFE when approved was published in
> the community board for general feedback or voting. Based on the feedback,
> things could be assigned for final approval and prioritizing. The process
> will require some manpower – most important it generates happy customers
> and a better product.
>
>
>
> ~
>
> Terje
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Wednesday, January 28, 2015 2:59 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: BMC Enhancement Requests (was a different topic/thread)
>
>
>
> **
>
> Ray,
>
> I wish I could disagree with most of what you say, but I can'tthe RFE
> process has been broken for many years, and is not 'fixed' by this single
> change, even this change has been full of frustration, but instead of the
> frustration being felt individually by the RFE person, it's being felt
> publicly, and being discussed/ridiculed publicly, which I hope provides
> visibility to the struggle in a way that was never visible before, and I
> can hope that the visibility that it brings can help bring change...yet,
> these are just hopes...I certainly don't work for BMC, nor have anymore
> access to the internals than any other member of this community...but I do
> still have hope that the company has the desire to become better, and we as
> customers can show them where they need the improvement most :)
>
>
>
> On Wed, Jan 28, 2015 at 7:48 AM, Ray Gellenbeck <
> ray.gellenb...@redmangollc.com> wrote:
>
> That feeds my point.   The RFE aspect is still broken and rather than the
> old system which showed them accountable (and they had to actually eat
> their own dog food by tracking it via tickets) but nothing ever happened,
> they move it to a system where they appear to be less accountable and less
> responsible because there is no ticket in their queue, it's just a
> community post and votes.  My original post was that the mindset now is to
> push back and say "make a community post" when BMC folks could and should
> be proactive about it in thw first place rather than putting the onus on
> customers.
>
> Calling this move less broken, while true, doesn't legitimize the mindset
> that improvements should be core to BMC operationaly, not a mindset that
> says "hey, if you want it, write up a case for it and it still might fall
> into a black hole on our aide, but won't you feel all warm and fuzzy when
> your peers agree with you?"
>
> If I didn't care so much, I wouldn't bring it up.  I just hate to see a
> great system like ARS keep dying death of a thousand paper cuts in the face
> of competitors.
>
> (/endsoapbox, I promise)
>
>
>
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>
>
>
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Re: ITSM 764 Upgrade Port Issue

[Rick Cook]

My arsysteminstalledconfiguration.XML file shows details of my failed
8.1.02 installation - not my current 8.1.0 version.

Rick Cook

On Tue, Jan 27, 2015 at 6:09 AM, onkar shinde 
wrote:

> **
>
> Hello frank
>
> Ave you checked with arsysteminstalledconfiguration.XML
>
> It should be present in the ar server installed directory.
>
> If it is there then Check what is mentioned in that against these property
> tags.
>  On Jan 27, 2015 8:02 PM, "Frank Caruso"  wrote:
>
>> RHEL 5, ITSM 764 sp2, Oracle, Weblogic
>>
>> Attempting to upgrade an ITSM 764 sp2 install to 8.1.02 but when I run
>> the ARS installer it gives me errors about TCD and plugin ports in use. It
>> appears is though it thinks I am trying to install another copy of ARS on
>> the same server. The current set up we have is not using port mapper and
>> running TCD on 5001 and Plugin Port on 5002.
>>
>> Anyone experienced this type of an issue?
>>
>> Thanks
>>
>> Frank C.
>>
>>
>> ___
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>>
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Re: ITSM 764 Upgrade Port Issue

[Rick Cook]

I got an error saying that something in addition to Windows Portmapper was
using port 111.  Is that the one you got, too?  We've been unable to find
anything else using that port, btw.

Rick Cook

On Tue, Jan 27, 2015 at 6:02 AM, Frank Caruso 
wrote:

> RHEL 5, ITSM 764 sp2, Oracle, Weblogic
>
> Attempting to upgrade an ITSM 764 sp2 install to 8.1.02 but when I run the
> ARS installer it gives me errors about TCD and plugin ports in use. It
> appears is though it thinks I am trying to install another copy of ARS on
> the same server. The current set up we have is not using port mapper and
> running TCD on 5001 and Plugin Port on 5002.
>
> Anyone experienced this type of an issue?
>
> Thanks
>
> Frank C.
>
>
> ___
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>

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Re: ITSM Asset Management - Status Values

[Rick Cook]

Either way, it's one huge Matzoh ball.  I would simply not go there.  Of
all the customizations people might want, the Status field is the one we
should resist the most strongly.

Rick Cook

On Wed, Jan 21, 2015 at 12:07 PM, Janie Sprenger 
wrote:

> **
> The form AST:Attributes works in conjunction with AST and CMDB.  Field ID
> 7 looks like the status field but you'll probably find your Status field on
> the AST:Attributes form in 8.1
>
> On Wed, Jan 21, 2015 at 12:02 PM, Ray Gellenbeck <
> ray.gellenb...@redmangollc.com> wrote:
>
>> A client wants to add more Status values to the Asset record form
>> (ITSM/ARS 8.1.01).  I advised against the "technical debt" such a
>> customization would carry, but worse, it appears that the Status field on
>> the Asset form doesn't reference a menu, they are using the old Field ID7
>> with manually-entered ordinal values on the form, and the same situation on
>> all the supporting sub-forms such as AST:ConfigOutage.
>>
>> This tells me one of two things, as a custom-builder who avoids chopping
>> on ITSM unless my nose is forced in it...
>>
>> 1.  Edits will break workflow, hence there is no customer-friendly way of
>> doing it.
>> 2.  There is a function I'm overlooking somewhere that will make the
>> edits to all forms automatically if you use it.
>>
>> Any answers from the ITSM-savvy crowd?
>>
>>
>> ___
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>>
>
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Re: Need Suggestion

[Rick Cook]

Great points, Janie.  I don't know that Remedy would scale to processing 5
million Incidents a day, unless the DB was kept VERY well trimmed and
tuned.  If they processed through some very tiny form, then maybe.  But the
issue is why are there 3-9 million alarms a day going INTO the system.  No
one will ever actually process those, so deal with the duplicates and
non-actionable items some other way, and specifically whitelist those you
want/need to actually be tracked in an Incident.

Rick Cook

On Tue, Jan 20, 2015 at 8:54 AM, Janie Sprenger  wrote:

> **
> Are you in disagreement because you don't think Remedy can handle the
> volume or the volume won't be appropriately handled by personnel once it's
> in Remedy?
> Some additional things to think about are:
> By ticket, do you mean Incident or Change Request or Task or Work Order or
> something custom, by escalations do you mean related transaction records?
> Are all of the tickets that get generated supposed to end up being handled
> manually by people?
> Is there more processing and automation that occurs once the ticket is
> generated in Remedy?
> Is the process flow escalation intended to be more than a historical audit
> record of the event?
>
> Obviously, the volume is really high and it's hard to think of any
> companies that can manually handle that kind of volume on a daily basis so
> that means there is more to the story.
> IMO, Here's the thing to keep in mind, the customer is trying to solve a
> problem.  They are attempting to use Remedy to solve that problem, which is
> good so you don't want to deter from them from what Remedy can and should
> be doing.  But you also need to help to find a solution for the actual
> issue at hand because if they really have 3.5 to 9.5 million daily faults
> occurring in their environment, then they really do have a problem they
> have to sort out. Perhaps it's a matter of getting a handle on what is
> faulting, maybe SMS or FMS is or isn't configured correctly, maybe the
> faults are warnings and some are faults that need to be addressed.  Maybe
> there is something to be aware of other than just processing millions of
> individual tickets into a 1 to 1 mapping between the fault and the ticket.
>
> My suggestion is to find out what the end goal is for the data that goes
> into Remedy, regardless of the volume and see where that takes you with
> whether or not Remedy can assist with solving the customer's problem.
>
> HTH,
> Janie
>
> On Tue, Jan 20, 2015 at 3:25 AM, Saraswat, Praveen  > wrote:
>
>> **
>>
>> Hi All,
>>
>>
>>
>> I have below requirement from one of the Customer. Wanted to check if
>> anyone has done this before for such volume.
>>
>>
>>
>> Requirement – Customer wants to send SMS to the stakeholders for any
>> escalations on the tickets generated from Alarm (Fault Management System).
>>
>> Volume of tickets to be generated from Alarms – 3.5 million per day on
>> day 1. Eventually the count to increase to 9.5 million per day.
>>
>> For any given ticket,2 to 3 SMS to flow from the system as part of the
>> escalation matrix.
>>
>> Is remedy system the right place to handle SMS flow of this volume?
>>
>>
>>
>> I am in disagreement to use the Remedy System as SMS dispatcher for such
>> a large volume of tickets.
>>
>> What are your thoughts on this? Any suggestions?
>>
>>
>>
>> Regards,
>>
>> Praveen
>>
>>
>>
>>
>>
>>
>>
>>
>>  _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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Tying Approvals to CIs

[Rick Cook]

ARS/ITSM 7.0.2

I am pretty sure there is a way to do this, but it's currently eluding me.

We want to associate CIs (Business Processes) to a Change Request, and have
a person associated with that CI to be automatically included in the
Approval notification process for that RFC.

So how can I do that?

Same question for v8.1.

Rick Cook

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Re: Remedy 7.6 Midtier Integration with SiteMinder SSO

[Rick Cook]

Carol, have you considered using the authentication alias field on the User
Form?  I wonder if that might help.

Rick
On Jan 9, 2015 12:38 PM, "Carol Carnevali" 
wrote:

> Hello ARSLIST,
>
> If anyone has successfully integrated Remedy Midtier (7.6.4) with
> SiteMinder SSO, we really need to speak with you.  Though we have it
> working in instances where the SSO Login Name matches the Remedy User Login
> Name, we cannot for the life of us get it to work where the Login Names
> differ and SSO is passing us an alias. Below is more detailed information
> on it:
>
> We are leveraging an unsupported Midter_AREA_SSO integration. The
> objective is to login to the SiteMinder login page (which resides on the
> Remedy midtier) using your single-sign on; and then once validated in
> SiteMinder with your single sign-on password; Siteminder sends Remedy back
> the Remedy login name in a header. Within Remedy, our login names differ
> from the standard single sign-on used at our company. I am able to
> successfully connect to SiteMinder for login; but it doesnt appear that
> midtier or IIS is accepting the header that SiteMinder is passing back
> which includes the alias (aka Remdy login name). I'm not sure if anyone out
> there has tried to integrate to SiteMinder using this method of having
> SiteMinder send back an alias in a header for Remedy login (the remedy
> login name) upon successful validation to SiteMinder using standard/global
> Single Sign-on password. I do not see the header being passed or even
> header name value in the Fiddler logs.
>
> The main problem appears to be that the Midtier or IIS is not accepting
> the header that SiteMinder is passing back which includes the alias (the
> Remedy Login Name).
>
> If anyone can offer any insight into this issue, we would greatly
> appreciate it!
>
> Thank you so much!
>
>
> ARS 7.6.4
>
>
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Re: ARS 8.1 and JSON consumption

[Rick Cook]

I think there was a thread here last year that covered that topic.  The
basic answer is no, restful services are not possible, even in 8.x.

Rick
On Jan 7, 2015 12:55 PM, "Sinclair, Keith" 
wrote:

> **
>
> Does anyone know if Remedy ARS8.1 can consume JSON/Restful Services? Or is
> it just limited to SAOP?
>
>
>
> I am finding mixed information on BMC’s website and thought I’d ask the
> question to the real world.
>
>
>
> Thanks,
>
>
>
> *Keith Sinclair*
>
> *Remedy Development*
>
> *ShopperTrak  Chicago USA*
>
> O:  312.676.8289 |  M:  630.946.4744
>
> *ksincl...@shoppertrak.com * | @shoppertrak
>
> www.shoppertrak.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Final Post and Sign-Off

[Rick Cook]

Best wishes in your new career, Ray.  It was a pleasure to work with and
know you.

Rick Cook

On Wed, Dec 17, 2014 at 11:34 AM, Ramy S. Ayoub  wrote:
>
> ** Good luck ray ;)
>
> On Wednesday, December 17, 2014, ray.pa...@insona.com <
> ray.pa...@insona.com> wrote:
>
>> **
>>
>> Ladies and Gentlemen of Remedy;
>>
>>
>>
>> All good things must come to an end. This will be my final post on the
>> ARS list. I’m retiring from consulting at the end of this year after near
>> twenty years on the circuit.
>>
>>
>>
>> I just wanted to say thanks to everyone before I salute and bid you ado.
>>
>> It’s been an awesome ride. I began working with Remedy on version 2.0
>> before there were even any OOB apps. On my first project for GTE Customers
>> Networks I was single-handedly asked to build forty-two separate Help Desk
>> tracking systems for forty-two completely different types of customers.
>> Even back in 1996-97 the ARS core system was the most versatile rapid
>> application development platform in the industry. As you can well imagine,
>> I’ve seen vast changes in the usage of Remedy, as well as a variety of good
>> and bad parent company organizations. I’ve witnessed incredible innovations
>> for integrations and a host of upgrades and improvements to the product.
>> I’ve seen rates for Remedy services swing from modest to very lucrative and
>> worked all across the United States from Austin/Dallas/Houston to
>> Washington DC, from South Carolina to Tennessee, to Wisconsin, to all over
>> California, Oregon, Idaho and Seattle, WA; for companies like: AT&T,
>> Cingular, GTE, Verizon, The U.S. Courts System, Washington Mutual Banks,
>> Schlumberger, and over eighty other large and small contracts. I’m proud of
>> my career and very proud of the friends I’ve acquired along the way. I
>> would especially like to acknowledged a few of the Best of the Best in the
>> Remedy world.
>>
>>
>>
>> Special thanks to:
>> Doug Mueller – Remedy Long Liver Elite
>>
>> Larry Garlick - Independent Philanthropy Professional
>>
>> David Easter - The Epitome of Product Manager
>>
>> Phil Bautista – Human Dual-Processor
>>
>> Rick Cook – Master Architect
>>
>> Marc Thames – Imagination Expert
>>
>> Wes Chick – Prince of Pressure
>>
>> Drew Shuller – Arms and Legs of Development and Administration
>>
>>
>>
>> It has been a true pleasure guys.
>>
>> I can still be found through my company http://INSONA.com and now on
>> http://RPalla.com where I am retiring to write fiction. I released my
>> first novel last month and already have a five star rating on Amazon for
>> the book “Krill America
>> <http://www.amazon.com/gp/product/B00PT8Q0BG/ref=as_li_tl?ie=UTF8&camp=1789&creative=9325&creativeASIN=B00PT8Q0BG&linkCode=as2&tag=raypalaut-20&linkId=UZ54GPQPFFSJAVDQ>”.
>> Please stay in touch with me and if you have time in between Remedy tasks,
>> take a break to read something other than software code. J
>>
>>
>>
>> God bless, God speed, Happy Holidays, and may 2015 bring you cheer and
>> prosperity, and Remedy always treat you as well as it has served me and my
>> family! Salute!
>>
>>
>>
>> Senior Remedy Consultant, Retired;
>>
>> Ray Palla, Houston, TX
>>
>>
>>
>>
>>
>>
>>
>> ● *Ray Palla*   ● Cell: 512-917-1739  ● www.RPalla.com●
>> Time=Central
>>
>> Check out my books on Goodreads: Ray Palla
>> <https://www.goodreads.com/profile/rpalla?utm_source=email_widget>
>>
>>
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> --
> Sent from Gmail Mobile
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: BMC Remedy verses HP Service Manager

[Rick Cook]

I think the Forrester people did something with this some time ago.  Might
look that up.

Rick Cook

On Wed, Dec 17, 2014 at 8:05 AM, LJ LongWing  wrote:
>
> **
> I wonder if your BMC Sales Rep would have access to some sort of document
> produced by BMC.
>
> On Wed, Dec 17, 2014 at 8:43 AM, Christopher Pruitt <
> christopher.jay.pru...@hp.com> wrote:
>>
>> Hello Listers,
>>
>> I have a question for all of you. I am trying to find any kind of
>> documentation on a BMC Remedy verses HP Service Manager side by side
>> comparison, no matter how old and out of date it is. Would you have any
>> ideas where I can find these kinds of documents? I am working with a team
>> here at HP and we have been tasked to compare BMC Remedy's products to HP
>> Service Manager to determine which is the better product to use for a new
>> startup project.
>>
>> Any help pointing me in the right direction would be appreciated.
>>
>> Christopher Pruitt
>> CRM Developer / Consultant
>> MSS Systems Development & Engineering
>> Enterprise Security Services
>> Hewlett-Packard
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "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: Remedy Test Plan

[Rick Cook]

Well, those that have would not likely be able to share those documents,
because they would be the proprietary property of either their consulting
agency or the client.

That being said, a generic plan would simply be to test the processes that
the ITSM products use.  Set up some configuration data, to be sure that the
back-end forms are populated.  Set up a simple approval process, and be
sure that you test that it works.  Create a record via email, and test that
outgoing ones work, too.  Any plug-in (like LDAP or WS) that you use should
be tested.  Anything that runs as a separate daemon or service should be
tested.  Be sure that you can access the CMDB from both the Atrium console
and from ITSM.

It's not rocket surgery.

Rick Cook

On Tue, Nov 25, 2014 at 12:19 PM, Scott Hallenger  wrote:

> I find it hard to belive that not a consultant out there has ever gone
> through an upgrade/deployment and had to have the user population test the
> newley stood up system. Does not have to be an official BMC doc. Just any
> company that has UATd 7.1 ot 7.6. However, my google searches did yield
> anything either.
>
>
> 
> On Tue, 11/25/14, Jason Miller  wrote:
>
>  Subject: Re: Remedy Test Plan
>  To: arslist@ARSLIST.ORG
>  Date: Tuesday, November 25, 2014, 2:49 PM
>
>  **
>  I ready it the same way you did.  I wish you
>  luck on finding such a document from BMC (and not paying
>  Professional Services for it).
>  Jason
>  On Tue, Nov 25, 2014 at
>  10:45 AM, JD Hood 
>  wrote:
>  **
>  OK -- I completely misread the original post
>  by Scott Hallenger. I
>  thought he was looking for a UAT test plan... He was just
>  looking for the upgrade plan. My bad.
>  But if anyone
>  knows if a BMC "blessed" UAT plan exists, strictly
>  for OOB functionality, that would be awesome
>  too!
>  -JDHood
>  On Tue, Nov 25, 2014 at
>  1:39 PM, JD Hood 
>  wrote:
>  Yep - I've looked at the files attached
>  to KA404409 (and the
>  other related AMIGO pages) and there is nothing that looks
>  like a post-upgrade test-plan that could be used to UAT the
>  out-of-the-box ITSM -- a test plan that exercises
>  the out-of-the-box
>  modules to validate out-of-the-box
>  functionality.
>  Perhaps BMC took
>  it down for some reason...
>  -JDHood
>  On Tue, Nov 25, 2014 at
>  12:48 PM, Carin Grobler 
>  wrote:
>  **
>  Look at KA404409 there is templates
>  attached
>  On Tue, Nov 25, 2014 at
>  11:38 AM, Carin Grobler 
>  wrote:
>  Are you doing a parallel upgrade or in
>  place
>  On Tue, Nov 25, 2014 at
>  10:59 AM, JD Hood 
>  wrote:
>  **
>  Paged through every Remedy/Atrium/ITSM
>  "Amigo" related page I could find and the only
>  spreadsheet I saw was for sizing recommendations.
>
>  Like always with BMC docs,
>  this spreadsheet is going to be as easy to find as
>  Bigfoot...
>  -JDHood
>
>  On Tue, Nov 25, 2014
>  at 11:00 AM, Carin Grobler 
>  wrote:
>  **
>  https://communities.bmc.com/docs/DOC-28417
>
>
>  On Tue, Nov 25, 2014 at
>  9:57 AM, Rob Dudley 
>  wrote:
>  **
>  Claire/Scott -
>
>  Can you post a link to this AMIGO program
>  you're referring to?  I can't seem to find it
>  within the Documentation section on BMC's site.
>
>  Thanks,
>
>  Rob D.
>
>  On Tue, Nov 25, 2014 at
>  9:03 AM, LJ LongWing 
>  wrote:
>  **
>  Scott,Docs don't even require a
>  login anymore, let alone a support
>  contract...
>  On Tue, Nov 25, 2014 at
>  6:44 AM, Scott Hallenger 
>  wrote:
>  **
>  Cant get in
>  there, my clients support expired and they will not
>  renew...
>
>   On Monday, November 24, 2014
>  2:31 PM, "Sanford, Claire" 
>  wrote:
>
>
>   Look at the AMIGO program in the DOCS
>  section on BMC.  There is a great spreadsheet there that is
>  basically your plan.
>
>  -Original Message-
>  From: Action Request System discussion
>  list(ARSList) [mailto:arslist@ARSLIST.ORG]
>  On Behalf Of Scott Hallenger
>  Sent: Monday,
>  November 24, 2014 10:54 AM
>  To: arslist@ARSLIST.ORG
>  Subject: Remedy Test Plan
>
>  Would anyone be willing to share a remedy post
>  migration/upgrade plan that they may have laying around. Any
>  version from 7.1 on would be ok. Any info is better than no
>  info. Thanks in advance my fellow listers..
>
>
>
>
>
>

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Re: No Posts

[Rick Cook]

As I recall, it's an account setting on the ARSlist website.  You can
switch the flip either way.  Most probably have it set the same way you
do.  Just go to arslist.org to see your messages.

Rick Cook

On Thu, Nov 20, 2014 at 9:31 AM, Stanley Feinstein <
st...@projectremedies.com> wrote:

> That's the way it works (or at least that's the way it has worked for me
> forever).  You need to send a copy to yourself.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
> Sent: Thursday, November 20, 2014 9:22 AM
> To: arslist@ARSLIST.ORG
> Subject: No Posts
>
> Oh boy is it annoying that I still cant see my own posts Unless someone
> replies I have no idea if its even visible.
>
>
> 
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the
> Answers
> Are, and have been for 20 years"
>
>
> -
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2015.0.5577 / Virus Database: 4213/8599 - Release Date: 11/20/14
>
> -
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2015.0.5577 / Virus Database: 4213/8595 - Release Date: 11/19/14
>
>
> ___
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> "Where the Answers Are, and have been for 20 years"
>

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Re: What was the first ARS app you built?

[Rick Cook]

I did the bug tracking thing as a learning exercise, but the first full
thing I built was a purchasing front end for AM 5.0 - before it had one.
Substantially similar to the structure AM uses now, though not as complex.
Or as large.

Rick Cook

On Wed, Nov 12, 2014 at 10:07 AM, Rick Westbrock 
wrote:

> **
>
> 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
>
> _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: how fast could that be?

[Rick Cook]

To follow up your comment, Jason, I think that digging into and really
understanding how one application or structure works (i.e. Notifications,
Approvals, Locations, etc.) is a really good way to learn ITSM, BUT...I
wouldn't send someone unfamiliar with AR System into that morass.  There
needs to be a basic structural knowledge of how ARS works - and how it
doesn't work - before one can go further without risking going off the
rails.

Rick Cook

On Wed, Nov 12, 2014 at 8:57 AM, Jason Miller 
wrote:

> **
> I think there are a few variables that could help speed up the process.
> How much experience do you have with ARS development?  1 to 2 years, hold
> on there youngster.  8+ years, proceed with caution but you'll get it.
>
> Do you have a team to work with?  If there is a strong ITSM resource that
> can act as a mentor and help a person start making small ITSM changes,
>  ripping off the covers and getting your hands dirty is really the only way
> to learn on that beast.  If there is somebody (or a team) to help guide in
> that process I think a person (with ARS development experience) new to ITSM
> can start right away and the experienced ITSM person(s) can point out "see
> now that you changed this, the Jello is jiggling way over here."
>
> Personally as a halfway decent ARS developer that had catch up on ITSM 7.5
> / 8.x it took me about 6 mo to start seeing patterns and really becoming
> familiar with the foundation structure (which site/people/company/product
> forms to reference in workflow and use to troubleshoot, etc.).  After a
> year I was still very cautious of the Jello effect but felt comfortable as
> a general ITSM developer.  Of course there are all kind of nooks and
> crannies where you can really dive in that could just about consume you
> like AIE/AI, Recon Engine, Approval Engine, etc.
>
> Jason
>
> On Tue, Nov 11, 2014 at 7:08 AM, Rick Cook  wrote:
>
>> **
>> John is correct about jumping into ITSM code.  It contains concepts too
>> advanced for beginners, and even has some old timers scratching their heads
>> and diving into manuals at times.  I used to recommend that new Remedy
>> developers start out by writing a bug tracking application.  It's easy
>> (should be able to do it in a week), everyone knows basically how one is
>> supposed to look and work, it teaches basic concepts of how AR System code
>> works, and doesn't mess with any existing applications.  You might try
>> something similar.
>>
>> Rick Cook
>>
>> On Tue, Nov 11, 2014 at 7:04 AM, John Sundberg <
>> john.sundb...@kineticdata.com> wrote:
>>
>>> **
>>> I think if you are a smart person … you could write workflow within the
>>> first week (even day).
>>>
>>> However, I don’t think you should write workflow in the first week.
>>>
>>> I would assume you are not a “from scratch” system … but walking into a
>>> “real system”.
>>>
>>> If that is the case — I think it would be 6+ months before you should be
>>> touching the real system.
>>>
>>> These large systems are like big bowls of Jello… you touch it here - and
>>> it wiggles in 100 other places. (And - it is not easy to know where / what
>>> you are affecting.)
>>>
>>> (You have to be a significantly skilled person to understand what is
>>> changeable and what is not, and what is the convention for changes, naming,
>>> etc…  — and sadly - it is not until upgrade time that you find you have
>>> been tying a knot that is one mf*** to figure out)
>>>
>>>
>>> So - yes - you can pick up the hammer and start swinging soon. Problem
>>> is - you are in a fine art gallery and it will be a net negative.
>>>
>>>
>>> -John
>>>
>>>
>>>
>>>
>>> On Tue, Nov 11, 2014 at 8:27 AM, Zee Remshab <6mor...@gmail.com> wrote:
>>>
>>>> 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
>>>>
>>>>
>>>> 

Re: how fast could that be?

[Rick Cook]

Here's the kicker - I know of only one person (besides myself) who ever
took that advice.  And maybe because they're pretty easy to build
ourselves, and most of us have corporate standard software to do that
already.

Rick Cook

On Wed, Nov 12, 2014 at 8:32 AM, Jason Miller 
wrote:

> **
> So if everybody writes a bug tracking app, why are there so few
> (Remedy-based) available on the Net (BMC Communities?)
>
> On Tue, Nov 11, 2014 at 7:18 AM, John Sundberg <
> john.sundb...@kineticdata.com> wrote:
>
>> **
>> Funny - that is pretty much what I started writing as my first ARS some
>> 20 years ago now.
>> (After I figured out how to install an XWindows client onto Windows 3.1
>> or Windows 95, TCP/IP (WRQ stack) on my machine, and basic Unix navigation)
>> (That’s right — Windows didn’t come with TCP/IP — you had to buy a product
>> for that - and then configure Windows to use it)
>> (ARS 1.02)
>>
>> *** I was sort of the WRQ TCP/IP troubleshooter for our company. (I
>> learned a ton about networking back then)
>>
>>
>> -John
>>
>> On Tue, Nov 11, 2014 at 9:08 AM, Rick Cook  wrote:
>>
>>> **
>>> John is correct about jumping into ITSM code.  It contains concepts too
>>> advanced for beginners, and even has some old timers scratching their heads
>>> and diving into manuals at times.  I used to recommend that new Remedy
>>> developers start out by writing a bug tracking application.  It's easy
>>> (should be able to do it in a week), everyone knows basically how one is
>>> supposed to look and work, it teaches basic concepts of how AR System code
>>> works, and doesn't mess with any existing applications.  You might try
>>> something similar.
>>>
>>> Rick Cook
>>>
>>> On Tue, Nov 11, 2014 at 7:04 AM, John Sundberg <
>>> john.sundb...@kineticdata.com> wrote:
>>>
>>>> **
>>>> I think if you are a smart person … you could write workflow within the
>>>> first week (even day).
>>>>
>>>> However, I don’t think you should write workflow in the first week.
>>>>
>>>> I would assume you are not a “from scratch” system … but walking into a
>>>> “real system”.
>>>>
>>>> If that is the case — I think it would be 6+ months before you should
>>>> be touching the real system.
>>>>
>>>> These large systems are like big bowls of Jello… you touch it here -
>>>> and it wiggles in 100 other places. (And - it is not easy to know where /
>>>> what you are affecting.)
>>>>
>>>> (You have to be a significantly skilled person to understand what is
>>>> changeable and what is not, and what is the convention for changes, naming,
>>>> etc…  — and sadly - it is not until upgrade time that you find you have
>>>> been tying a knot that is one mf*** to figure out)
>>>>
>>>>
>>>> So - yes - you can pick up the hammer and start swinging soon. Problem
>>>> is - you are in a fine art gallery and it will be a net negative.
>>>>
>>>>
>>>> -John
>>>>
>>>>
>>>>
>>>>
>>>> On Tue, Nov 11, 2014 at 8:27 AM, Zee Remshab <6mor...@gmail.com> wrote:
>>>>
>>>>> 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
>>>>>
>>>>>
>>>>> ___
>>>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>>>> "Where the Answers Are, and have been for 20 years"
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> *John Sundberg*
>>>> Kinetic Data, Inc.
>>>> "Your Business. Your Process."
>>>>
>>>> 651-556-0930 I john.sundb...@kineticdata.com
>>>> www.kineticdata.com I community.kineticdata.com
>>>>
>>>>
>>>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>>
>>
>> --
>>
>> *John Sundberg*
>> Kinetic Data, Inc.
>> "Your Business. Your Process."
>>
>> 651-556-0930 I john.sundb...@kineticdata.com
>> www.kineticdata.com I community.kineticdata.com
>>
>>
>>  _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: how fast could that be?

[Rick Cook]

John is correct about jumping into ITSM code.  It contains concepts too
advanced for beginners, and even has some old timers scratching their heads
and diving into manuals at times.  I used to recommend that new Remedy
developers start out by writing a bug tracking application.  It's easy
(should be able to do it in a week), everyone knows basically how one is
supposed to look and work, it teaches basic concepts of how AR System code
works, and doesn't mess with any existing applications.  You might try
something similar.

Rick Cook

On Tue, Nov 11, 2014 at 7:04 AM, John Sundberg <
john.sundb...@kineticdata.com> wrote:

> **
> I think if you are a smart person … you could write workflow within the
> first week (even day).
>
> However, I don’t think you should write workflow in the first week.
>
> I would assume you are not a “from scratch” system … but walking into a
> “real system”.
>
> If that is the case — I think it would be 6+ months before you should be
> touching the real system.
>
> These large systems are like big bowls of Jello… you touch it here - and
> it wiggles in 100 other places. (And - it is not easy to know where / what
> you are affecting.)
>
> (You have to be a significantly skilled person to understand what is
> changeable and what is not, and what is the convention for changes, naming,
> etc…  — and sadly - it is not until upgrade time that you find you have
> been tying a knot that is one mf*** to figure out)
>
>
> So - yes - you can pick up the hammer and start swinging soon. Problem is
> - you are in a fine art gallery and it will be a net negative.
>
>
> -John
>
>
>
>
> On Tue, Nov 11, 2014 at 8:27 AM, Zee Remshab <6mor...@gmail.com> wrote:
>
>> 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
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
>
>
> --
>
> *John Sundberg*
> Kinetic Data, Inc.
> "Your Business. Your Process."
>
> 651-556-0930 I john.sundb...@kineticdata.com
> www.kineticdata.com I community.kineticdata.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: how fast could that be?

[Rick Cook]

If your question is how long would it take you to be able to build forms
and workflow objects, the answer is probably measured in hours or days.  If
your question is how long would it take to be able to build GOOD forms and
objects, that depends on getting some formal training and working with some
people with some experience you can learn from.  It takes probably 2-5
years of experience to be able to build a pretty decent application for
most folks.

The good thing is that you can quickly and easily build an application to
do anything you want, in any number of ways.  That is also the bad thing.
That's why experience is necessary.

Rick Cook

On Tue, Nov 11, 2014 at 6:27 AM, Zee Remshab <6mor...@gmail.com> wrote:

> 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
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> "Where the Answers Are, and have been for 20 years"
>

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Re: ARS Remedy to MySQL

[Rick Cook]

If you are on AR System 8.x, you can use Atrium Integrator to build jobs to
move data to/from MySQL.

Rick Cook

On Tue, Nov 4, 2014 at 7:44 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> **
>
> Question … do you need the data with real-time updates?
>
>
>
> We have a couple of tables used for querying against that are refreshed
> once a day (using a Perl Script to pull the remote database and insert into
> a table in our Oracle).  We then have a View Form in ARS to use the data
> in our system.
>
>
>
> Fred
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Wesley Reyes
> *Sent:* Monday, November 03, 2014 8:24 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ARS Remedy to MySQL
>
>
>
> **
>
> Hi would anyone have an idea how can I connect my Remedy ARS to mysql db?
> As of current we need a record from the mysql db but our ARS Remedy DB is
> in Oracle.
>
>
>
> Thanks :)
>
>
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Demo Login Name has been Changed

[Rick Cook]

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  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 <
> 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
>
>
>
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _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: Request ID Numbering recovery

[Rick Cook]

Technically, yes, you can.  You can go into the DB and reset the NextID
variable for that form.  However, if it's a form that's being used for
entry (vs a config form), there's a good chance that numbers already exist
that exceed 7002.  If so, you'll get a Unique Index error when the next
incremented Entry ID see that a record already has that number.

I would ask what you would gain from such an exercise vs. the effort it
would take you to gain it.  Decide which is worth more to you.

Rick Cook

On Mon, Nov 3, 2014 at 7:59 AM, Sinclair, Keith 
wrote:

> **
>
> Okay, have an unusual request.
>
>
>
> If there’s a missing block of Request ID numbers, can these be recovered?
> Example, a request  started at 6001. Then someone uploaded a CSV and then
> deleted the records – not me, but someone in another department did this.
> So the next legitimate request ID is 7002 or something like that.
>
>
>
> Can the numbers that were deleted, 6002 – 7001, be reused? When I first
> started out on Remedy, the answer was not really. Not sure if anything has
> changed in the years/versions since then.
>
>
>
> Specs:
>
> ARS 8.1
>
> Oracel12b DB
>
>
>
> *Keith Sinclair*
>
> *Remedy Development*
>
> *ShopperTrak  Chicago USA*
>
> O:  312.676.8289 |  M:  630.946.4744
>
> *ksincl...@shoppertrak.com * | @shoppertrak
>
> www.shoppertrak.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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