Re: Incident SLA 7.6.4 question and some Friday humor
You need to review the SLM:Measurement form to determine if you can modify the entry. -Original Message- From: Howard Richter To: arslist Sent: Fri, May 24, 2013 10:28 am Subject: Incident SLA 7.6.4 question and some Friday humor ** Happy Friday all, I have a user that forgot to put an incident in pending and therefore the SLA was missed (and this poor guy is in deep doo-doo and I want to see if I can help him out.) So any OOB way (through a back end form) that I could reset the SLA on that incident? If not, he will learn a very painful lesson. Now for some Friday humor: Friday is like a superhero that always arrives just in time to stop me from savagely beating one of my coworkers with a keyboard. OR “There's no reason to become alarmed, and we hope you'll enjoy the rest of your flight. By the way, is there anyone on board who knows how to fly a plane?” Airplane (1980) Howard Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hrich...@richter-home.net Linkedin profile http://www.linkedin.com/in/hbr4270 Please consider the environment before printing this message _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Reconciliation Ignoring Changes
Review your Precedence rules. There is a default setting the a NULL entry will be overwritten by an entry with a value. Since it appears that you are making the change through Explorer you may need to do this using the AST form and no reconciliation. -Original Message- From: Lisa Kemes To: arslist Sent: Tue, May 21, 2013 1:36 pm Subject: Reconciliation Ignoring Changes ** Not sure why this is happening, but when there is a change to a CI (let’s say Computer System), the reconciliation does not seem to work when you remove the data from a field. For example, I cleared out the Room field and hit save. I see that the a record is created in the Sandbox (with no room), then the Sandbox record disappears and the BMC.Core:BMC_BaseElement form is not updated. If I were to change the Room from RM37 to RM38 for example, the reconciliation works, but for some reason, it seems to ignore changes when you clear out a field. This happens with all the fields. Has anyone run into this problem before? ARS 7.6.04 ITSM Thanks! Lisa Kemes Remedy Consultant _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Service Request Error
You need to create at least one SR Auto Assignment rule to insure that the SR is assigned. -Original Message- From: Robert Heverley To: arslist Sent: Mon, May 20, 2013 8:45 pm Subject: Service Request Error ** Hello Listers, I have run into a wall while attempting to resolve an error: (44699: "", "No groups were found using automated routing. You need to manually select a group.";) within Service Request. How do I manually select a group? Any help would be greatly appreciated! Thank you, Robert _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Exporting data from CLM -> Non-CLM
The easiest way to accomplish this transfer is by using DSO. -Original Message- From: Jared Dean To: arslist Sent: Thu, May 2, 2013 8:37 am Subject: Exporting data from CLM -> Non-CLM ** Hello All, We are currentlyrunning CLM 3.0 which contains additional cloud data that is not present inAtrium 8.0. We initially tried to use the CMDBDriver utility, but since its version specific we have been unsuccessful. The issue we arehaving is that the source Atrium has certain CMDB extensions that do not (andshould not) exist on the target Atrium. Specifically, the CLM Cloud Extensionsare installed on the source Atrium. When we run an import using the CMDBDriver utility on the stand-aloneAtrium 8, we get import errors (120004) complaining that attributes in the XMLimport files does not exist in the target dataset. We know what the issue is,but are unsure how to solve it. Essentially, we want to export a subset datafrom CLM 3.0 Atrium. For a given dataset, we want to export all classes &attributes that exist in the BMC.CORE, BMC.AM, and possibly BMC.FED namespaces.Even when specifying a specific namespace to export, the resulting XML filesstill contain attributes that are provided by other namespaces. Thissubsequently causes imports to fail, since there is "extra" data. Thanks for thehelp! Jared _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: CMDB submit not working on BMC.CORE forms
You need to push to the Join form of the CI Type. -Original Message- From: Gordon Frank To: arslist Sent: Fri, Apr 19, 2013 2:08 pm Subject: Re: CMDB submit not working on BMC.CORE forms ** Rick, Basically I can not push data to one of these forms from a Filter using a Push action. Basically it is submitting a record. I could not do this manually either. But on another system, I could submit records manually and with a Filter. I have a staging form which holds the original data and through Push field action I am trying to populate variuos classes. I tried using AIE but it did not work. This is a 7.6.4 system on a Windows system. DB is SQL Server. Thanks From: "Rick Cook" To: arslist@ARSLIST.ORG Sent: Friday, April 19, 2013 1:51:48 PM Subject: Re: CMDB submit not working on BMC.CORE forms ** When you say you cannot submit, can you be more specific? Rick On Apr 19, 2013 10:09 AM, "Gordon Frank" wrote: ** Hello, Has anyone run into a situation where you can not submit a new record to theBMC.CORE.. forms (Like BMC.CORE:BMC_Monitor...)? I seem to be able to do this on one system but not another. It makes me think that there is a flag someplace which is preventing this. Permission Group and Support Groups all look the same. Any help or ideas are appreciated and Thanks, Gordon Frank _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Approval Central Write Access Error
** Have you reviewed the fields causing the error. Doug Mueller has posted to the list in the past a review of how Remedy is able to do approvals that update an existing record with a read license. -Original Message- From: Hutcheson, Heather To: arslist Sent: Fri, Apr 5, 2013 7:14 pm Subject: Re: Approval Central Write Access Error ** This is a BMC application. Just the normal approval central console. Nothing customized about it. Thank you, Heather Hutcheson From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger J Sent: Friday, April 05, 2013 4:12 PM To: arslist@ARSLIST.ORG Subject: Re: Approval Central Write Access Error ** Is this a BMC aplication or a custom application. If it is a customer application you do need a write license. -Original Message- From: Hutcheson, Heather <heather.hutche...@ga.com> To: arslist <arslist@ARSLIST.ORG> Sent: Fri, Apr 5, 2013 6:53 pm Subject: Approval Central Write Access Error ** Good afternoon, We are using 7.6.04 and the managers are receiving the attached errors when they click on approve. Does anyone know how to resolve this issue? Your guidance is much appreciated. Thank you, Heather _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_
Re: Approval Central Write Access Error
** Is this a BMC aplication or a custom application. If it is a customer application you do need a write license. -Original Message- From: Hutcheson, Heather To: arslist Sent: Fri, Apr 5, 2013 6:53 pm Subject: Approval Central Write Access Error ** Good afternoon, We are using 7.6.04 and the managers are receiving the attached errors when they click on approve. Does anyone know how to resolve this issue? Your guidance is much appreciated. Thank you, Heather _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_
Re: Active Directory Integration Problem
If you create a staging form between the two then you can validate specific data to eliminate this issue. -Original Message- From: rajkiran Alle To: arslist Sent: Wed, Mar 20, 2013 6:33 pm Subject: Active Directory Integration Problem Hi, I am developing code for data in AD to sync with People record. So in that process i am struck with a small problem. I created a vendor form to bring the LDAP data and creating a escalation to push new records into People form. But in the vendor form i only have a Manger name but i don't have a ManagerLoginId, which i need to push into People record. If i try to Push just the Manager Name leaving Manager Login Id to Null its throwing a error. Its working fine if i leave both Manager Login ID and Manger Name to Null. But i do need to get both of them to complete this task. So can you give me some ideas to get pass through this problem. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Import CIs with Import tool
** You have to import using either the AST or the CMDB Join forms. -Original Message- From: Heba Hashem, Vodafone Egypt To: arslist Sent: Mon, Mar 4, 2013 7:36 am Subject: Import CIs with Import tool ** Dears, Can I import the CIs data with the BMC Remedy data import tool in to the Configuration Item form directly and if it will work correctly? Heba Hashem SYSTEM ANALYST Customer Management Vodafone Egypt Telec. SA Mobile: +20 (10) 07033053 Email: heba.has...@vodafone.com vodafone.com.eg This message and any files or documents attached are confidential and may also be legally privileged, protected from disclosure and/or protected by other legal rules. It is intended only for the individual or entity named. If you are not the named addressee or you have received this email in error, please inform the sender immediately, delete it from your system and do not copy or disclose it or its contents or use it for any purpose. Thank you. Please also note that transmission cannot be guaranteed to be secure or error-free. * The content of this document is classified as Vodafone Egypt S.A.E. Confidential and Proprietary Information. The recipient hereby is committed to hold in strict confidence the contents of this (e-mail, document, information) and not to disclose to any third party without the prior written consent of Vodafone Egypt S.A.E. Recipient will be held liable for any unauthorized disclosure. If you have received this message in error, please notify the sender by return e-mail and delete the message in its entirety, including any attachments. http://www.vodafone.com.eg * _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_
Re: Task create via web service?
Since you can create an Ad Hoc task you should be able to do it if you known the Change ID -Original Message- From: Howard Richter To: arslist Sent: Thu, 7 Feb 2013 14:48 Subject: Task create via web service? Good morning, afternoon and evening all. I just was asked a strange question. If I have a change inplace (lets say draft ode), could an external system push tasks into those changes via a web service? Thanks, Howard Sent from one of Howard's iPads __ NSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Reconciliation for BMC.Core:BMC_Person
I have seen this before and the workflow that popultates the Person Record when a CTM:People record is created or modified is a more efficient way to stop this. -Original Message- From: Hodgdon, Paul To: arslist Sent: Thu, 7 Feb 2013 8:53 Subject: Reconciliation for BMC.Core:BMC_Person ** I was wondering if anyone knows if it is ok to turn off the reconciliation job that associates people to assets via the Bulk Load Sandbox operation. We do not have a CMDB at this point and are using the java arapi Data import to create and modify records in CTM:People. What I am seeing is that on modifications the BMC.CORE:BMC_Person table requires additional fields that CTM:People does not (see error below). When we did perform some bulk modifications of people records the database server seemed to max out CPU usage during the reconciliation event. I was hoping to just be able to avoid this event from running, does anyone have any suggestions? I just want to be able to keep CTM:People up to date. ERROR (326): Required field cannot be blank.; BMC.CORE:BMC_Person : ShortDescription Paul Hodgdon ITSM Enterprise Manager University of New Hampshire _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: BMCATRIUM_NGIE000206: Error refreshing data store
What version of ARS. AI has been inproved a lot in Release 8. -Original Message- From: Victor To: arslist Sent: Wed, 6 Feb 2013 16:29 Subject: BMCATRIUM_NGIE000206: Error refreshing data store Hello Listers, I am trying to setup an Atrium Integrator job from AI Console using a csv file s the source. The file is placed in a catalog on the AI server and I can uccesssfully create the the data store (the Test Connection was sucessfull) . However when I try to refresh the data store I receive the following error: BMCATRIUM_NGIE000206: Error refreshing data store. Error occurred while executing BaseConnector.refreshFileConnector t com.bmc.atrium.ngie.connector.BaseConnector.refreshFileConnector(Unknown ource) t om.bmc.atrium.lcds.ngie.NGIEDataSourceConfigurationPentahoService.refreshConnector(NGIEDataSourceConfigurationPentahoService.java:172) t com.bmc.atrium.lcds.ngie.NGIEService.refreshConnector(NGIEService.java:598) t sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) t sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) t sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) t java.lang.reflect.Method.invoke(Unknown Source) t lex.messaging.services.remoting.adapters.JavaAdapter.invoke(JavaAdapter.java:404) t lex.messaging.services.RemotingService.serviceMessage(RemotingService.java:183) t flex.messaging.MessageBroker.routeMessageToService(MessageBroker.java:1400) t lex.messaging.endpoints.AbstractEndpoint.serviceMessage(AbstractEndpoint.java:1011) t lex.messaging.endpoints.amf.MessageBrokerFilter.invoke(MessageBrokerFilter.java:103) t flex.messaging.endpoints.amf.LegacyFilter.invoke(LegacyFilter.java:158) t flex.messaging.endpoints.amf.SessionFilter.invoke(SessionFilter.java:44) t lex.messaging.endpoints.amf.BatchProcessFilter.invoke(BatchProcessFilter.java:67) t lex.messaging.endpoints.amf.SerializationFilter.invoke(SerializationFilter.java:166) t lex.messaging.endpoints.BaseHTTPEndpoint.service(BaseHTTPEndpoint.java:291) t flex.messaging.MessageBrokerServlet.service(MessageBrokerServlet.java:353) t javax.servlet.http.HttpServlet.service(HttpServlet.java:717) t om.bmc.atrium.web.AtriumServletDispatcher.dispatch(AtriumServletDispatcher.java:140) t om.bmc.atrium.midtier.RealAtriumWidgetPlugin.processRequest(RealAtriumWidgetPlugin.java:236) t sun.reflect.GeneratedMethodAccessor288.invoke(Unknown Source) t sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) t java.lang.reflect.Method.invoke(Unknown Source) t om.bmc.atrium.modulelauncher.ContextClassLoaderInvocationHandler.invoke(ContextClassLoaderInvocationHandler.java:26) t $Proxy16.processRequest(Unknown Source) t om.bmc.atrium.modulelauncher.AtriumWidgetPlugin.processRequest(AtriumWidgetPlugin.java:229) t com.remedy.arsys.plugincontainer.impl.PluginServlet.postPluginInfo(Unknown ource) t om.remedy.arsys.plugincontainer.impl.PluginContainer.processRequestInfo(Unknown Source) t com.remedy.arsys.stubs.AuthenticationHelperServlet.doRequest(Unknown ource) t com.remedy.arsys.stubs.GoatHttpServlet.postInternal(Unknown Source) t com.remedy.arsys.stubs.GoatHttpServlet.doPost(Unknown Source) t javax.servlet.http.HttpServlet.service(HttpServlet.java:637) t javax.servlet.http.HttpServlet.service(HttpServlet.java:717) t rg.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:290) t rg.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) t com.bmc.atrium.sso.agents.web.jee.JEEFilter.doFilter(Unknown Source) t com.bmc.atrium.sso.agents.web.SSOFilter.doFilter(Unknown Source) t rg.apache.catalina.core.ApplicationFilterChain.internalDoFilter(ApplicationFilterChain.java:235) t rg.apache.catalina.core.ApplicationFilterChain.doFilter(ApplicationFilterChain.java:206) t rg.apache.catalina.core.StandardWrapperValve.invoke(StandardWrapperValve.java:233) t rg.apache.catalina.core.StandardContextValve.invoke(StandardContextValve.java:191) t rg.apache.catalina.core.StandardHostValve.invoke(StandardHostValve.java:128) t rg.apache.catalina.valves.ErrorReportValve.invoke(ErrorReportValve.java:102) t rg.apache.catalina.core.StandardEngineValve.invoke(StandardEngineValve.java:109) t org.apache.catalina.connector.CoyoteAdapter.service(CoyoteAdapter.java:293) t org.apache.coyote.http11.Http11Processor.process(Http11Processor.java:849) t rg.apache.coyote.http11.Http11Protocol$Http11ConnectionHandler.process(Http11Protocol.java:583) t org.apache.tomcat.util.net.JIoEndpoint$Worker.run(JIoEndpoint.java:454) t java.lang.Thread.run(Unknown Source) Can anyone help to debug this error? Remedy ITSM 8.0.0.0 patch 002 on WIN2008/MS SQL 2008/Tomcat 6.0 Thanks and regards, Victor Olufowobi ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years" _
Re: Remedy ITSM 7.6.4 - SRM
The addition of the Abydos Process Designer has extended the ability to do even more things with SRM. The main issue is not looking at someones SRM it is capturing the Process and then building it. -Original Message- From: Sanford, Claire To: arslist Sent: Wed, Jan 30, 2013 2:38 pm Subject: Remedy ITSM 7.6.4 - SRM ** Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM system that we can look at? Not a site visit, just look at your screens and your functionality. I keep hitting walls where I say “yes, you can do this in SRM” and someone else says “No, you can’t” and I know you can. I just want to be able to show them a real live system that people have put some thought into rather than the samples that are in the system to begin with. Thank you! ITSM 7.6.04 SP2 ARS 7.6.04 SP3 Oracle 11.2.0.3.0 - 64bit Production Win 2008 Server Claire Sanford Information Systems Division Memorial Hermann Healthcare System claire.sanf...@memorialhermann.org _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AST:AssetPeople
There are only two ways to delete all entries, either through the Application and a Delete all or through the Database with a truncate. If you can find a list of Computer Names with the login of the user workflow can be created to populate the ASTAssetPeople records. -Original Message- From: Koyb P. Liabt To: arslist Sent: Mon, Jan 28, 2013 10:18 am Subject: AST:AssetPeople ** I would have to try to find this spreadsheet in the organization. I need to understand what caused the entire table to be wiped out. How could this happen - outside of someone manually deleting this? The reconciliation job would not have done this correct? If this info was once in the system, would I be able to build this through workflow by merging data from other tables? We would need the instance id - reconciliation id, person info, ci, etc.. ** What do you have to be able to rebuild this such as a spreadsheet with the Computer name and the User Login? -Original Message- From: Koyb P. Liabt To: arslist Sent: Mon, Jan 28, 2013 10:02 am Subject: AST:AssetPeople ** Hi, This is a problem for us. What could have wiped out the AST:AssetPeople records? (outside of some manually going into the table and wiping it). The records were there before. We need this info for the "used by" relationship. We cannot associate the CIs with the people without this data in AST:AssetPeople. ** Hi, Entries from AST:AssetPeople are missing. Do we have to reload spreadsheets? Or is there a way through workflow to get this data populated? Is there a way to automatically load this? _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: AST:AssetPeople
What do you have to be able to rebuild this such as a spreadsheet with the Computer name and the User Login? -Original Message- From: Koyb P. Liabt To: arslist Sent: Mon, Jan 28, 2013 10:02 am Subject: AST:AssetPeople ** Hi, This is a problem for us. What could have wiped out the AST:AssetPeople records? (outside of some manually going into the table and wiping it). The records were there before. We need this info for the "used by" relationship. We cannot associate the CIs with the people without this data in AST:AssetPeople. ** Hi, Entries from AST:AssetPeople are missing. Do we have to reload spreadsheets? Or is there a way through workflow to get this data populated? Is there a way to automatically load this? _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: JOB - Jr. Remedy Developer Needed on East Coast
East coast is very large can you at least narrow it down to a state. -Original Message- From: Kiefer, Todd To: arslist Sent: Thu, Jan 24, 2013 5:17 pm Subject: JOB - Jr. Remedy Developer Needed on East Coast ** Good evening! I currently have a Jr. Remedy Development role open on the east coast. Please contact me at tkie...@columnit.com if interested. Will pay for a referral who receives the job. Thanks, and I look forward to hear from you! JOB DESCRIPTION: · Candidate must have a minimum of 2 years in recent Remedy admin and/or development. · Experience with asset management is ideal. · This position can be set up either as a contract to hire or a permanent role. Todd Kiefer Senior Technical Recruiting Manager Column Technical Services www.columntech.com http://www.linkedin.com/in/toddkiefer1 _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Active Directory Integration Problem
There is no OOTB AD to People sync it has to be built. -Original Message- From: rajkiran Alle To: arslist Sent: Mon, Jan 21, 2013 6:54 pm Subject: Active Directory Integration Problem Hi Guys, Currently when we add a new user in Active Directory the record is not creating in People record, i mean Active directory is not sinking with people record. But the user able to use his credentials to login in Remedy once he has been added in AD but actually cannot do any request in Remedy since people record isn't created with default permissions. So now we are manually adding a user in people form as it is not sinking with AD. Can you please provide me your valuable suggestion. Thanks. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: SRM:RequestInterface_Create Question
It would be easier to create an Incident that will create the SR. -Original Message- From: Tauf Chowdhury To: arslist Sent: Fri, Jan 18, 2013 12:58 pm Subject: Re: SRM:RequestInterface_Create Question ** Rebecca, did you try setting the Status field on the Interface form to Pending or In Progress? On Fri, Jan 18, 2013 at 12:53 PM, Boyd, Rebecca wrote: ** Sorry everyone for posting this without a subject line. I blame it on the weather. We got our first snow of the winter last night (almost 2 inches!) & that always sets our hearts & minds aflutter here in North Carolina. On Fri, Jan 18, 2013 at 10:39 AM, Boyd, Rebecca wrote: Good morning listers, I am able to create a Service Request by sending an email toSRM:RequestInterface_Create. However, it creates only the Service Request, not thecorresponding incident. When I look at said Service Request record, the status is setto “Draft”. If I change the status to “Planning” & save, theincident is created. Is there a value or keyword I can include in the email so the incident isautomatically created? SRM 7.6, ITSM 7.5 Thanks! -- Rebecca Boyd Application Administrator Wake Forest University -- Rebecca Boyd Application Administrator Wake Forest University _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Tauf Chowdhury _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: NOT merging a new record into BMC.Asset
If you do not do the Auto Identify then the record will not get a Recon ID and will not be merged to BMC.ASSET. -Original Message- From: hornetload1 To: arslist Sent: Wed, Dec 12, 2012 8:33 am Subject: Re: NOT merging a new record into BMC.Asset **Thanks Roger. If the entry does not exist what happens? I believe an entry gets created as if it was a new record. However, I'd like the entry to NOT get created. How would we do that? Thanks On Wed, Dec 12, 2012 at 7:01 AM, Roger J wrote: ** Merge uses the Recon ID to either merge or not merge an entry. If a new entry is added the automatic identification will give it a Recon ID, if the ehtry exists and the qualification works it get the recon ID of the existing CI. -Original Message- From: hornetload1 To: arslist Sent: Wed, Dec 12, 2012 7:42 am Subject: Re: NOT merging a new record into BMC.Asset **Hi Roger, Thanks for the input. Do I need to setup a Manual Identification? How does this only merge a record if one exists? Thank you. On Mon, Dec 10, 2012 at 11:49 AM, Roger J wrote: ** Do not allow Auto Identification on the dataset to be merged. Original Message From: Joe To: arslist Sent: Mon, Dec 10, 2012 12:47 pm Subject: NOT merging a new record into BMC.Asset Hi all, Our scenario: Bringing in an external spreadsheet of 5 fields. Once brought into the staged dataset via AIE the records are normalized and reconciled into the BMC.Asset Dataset. We are utilizing Name to identify on in ComputerSystem. Issue:Because this spreadsheet is completely human entered and not an export from any system there is a chance of human error. We would like to ensure that if a Name is incorrectly input into the spreadsheet it is not reconciled into the CMDB. Question: How to I exclude a record from reconciliation into BMC.ASSET if it DOES NOT currently exist (from the staged dataset). Thank you, have a great day. ___ 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_ _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_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: NOT merging a new record into BMC.Asset
Merge uses the Recon ID to either merge or not merge an entry. If a new entry is added the automatic identification will give it a Recon ID, if the ehtry exists and the qualification works it get the recon ID of the existing CI. -Original Message- From: hornetload1 To: arslist Sent: Wed, Dec 12, 2012 7:42 am Subject: Re: NOT merging a new record into BMC.Asset **Hi Roger, Thanks for the input. Do I need to setup a Manual Identification? How does this only merge a record if one exists? Thank you. On Mon, Dec 10, 2012 at 11:49 AM, Roger J wrote: ** Do not allow Auto Identification on the dataset to be merged. Original Message From: Joe To: arslist Sent: Mon, Dec 10, 2012 12:47 pm Subject: NOT merging a new record into BMC.Asset Hi all, Our scenario: Bringing in an external spreadsheet of 5 fields. Once brought into the staged dataset via AIE the records are normalized and reconciled into the BMC.Asset Dataset. We are utilizing Name to identify on in ComputerSystem. Issue:Because this spreadsheet is completely human entered and not an export from any system there is a chance of human error. We would like to ensure that if a Name is incorrectly input into the spreadsheet it is not reconciled into the CMDB. Question: How to I exclude a record from reconciliation into BMC.ASSET if it DOES NOT currently exist (from the staged dataset). Thank you, have a great day. ___ 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_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: NOT merging a new record into BMC.Asset
Do not allow Auto Identification on the dataset to be merged. Original Message From: Joe To: arslist Sent: Mon, Dec 10, 2012 12:47 pm Subject: NOT merging a new record into BMC.Asset Hi all, Our scenario: Bringing in an external spreadsheet of 5 fields. Once brought into the staged dataset via AIE the records are normalized and reconciled into the BMC.Asset Dataset. We are utilizing Name to identify on in ComputerSystem. Issue:Because this spreadsheet is completely human entered and not an export from any system there is a chance of human error. We would like to ensure that if a Name is incorrectly input into the spreadsheet it is not reconciled into the CMDB. Question: How to I exclude a record from reconciliation into BMC.ASSET if it DOES NOT currently exist (from the staged dataset). Thank you, have a great day. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Migration to Version 8
There is no migration path from versions previous to 7 it will require a new installation. -Original Message- From: Dhananjay Deshpande To: arslist Sent: Fri, Nov 23, 2012 2:30 am Subject: Migration to Version 8 ** Hello, Can you please shareyour experiences, in migrating from 6.4 version to version 8? What are the main thingsthat have changed from 7.6.04 in terms of up gradation and migration? What arethe things to be taken care of or best practices? Any suggestions will behighly appreciated. Thank you, Dhananjay _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: AR System & ITSM Upgrades (we are WAY behind)
Item 3 and 4 uses the Best Practice Conversion Utility. You also should confirm with Support if you can go to Rel 8 and skip 7.6.04. -Original Message- From: Mary C. To: arslist Sent: Tue, Nov 20, 2012 9:05 pm Subject: AR System & ITSM Upgrades (we are WAY behind) Hi, We are on AR System 7.0.01 Patch 006, CMDB 2.0.1, ITSM 7.0.3 Patch 006 and SLM 7.0.1 Patch 4. We were unable to consider upgrading until now, and of course this is going to be a major effort from what I can see. We have some customizations, but I think I could rebuild them from scratch if I had to. We are in a Windows/SQL server setup and are running a server group. We want to upgrade everything to 8.0 Here is a high-level upgrade path that Support recommended. A) Upgrade ITSM 7.0.3 patch 6 to ITSM 7.0.3 patch 9. B) Run ARserver 7.6.04 patch 4 in upgrade mode. C) Run the difference report to find the customization. D) Create Overlay to retain customization. E) Then upgrade CMDB 7.6.04 patch 4 F) Then upgrade ITSM 7.6.04 patch 4. G) Once everything is working fine upgrade ARS, CMDB and ITSM to 8.0 Do you all agree with this upgrade path? Would you recommend another approach? Any advice you can give me would be appreciated. Many of you have listed lots of gotchas, so I am semi-planning for those pitfalls. Thank! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Updates via Import into Asset
This would best be done easier by creating a new Dataset and importing the data into the new dataset. The only issue will be is there another field such as name that can be used as the primary key for the reconc -Original Message- From: Pierson, Shawn To: arslist Sent: Wed, Oct 17, 2012 2:51 pmiliation job. Subject: Re: Updates via Import into Asset ** I’m not sure what the “best practice” is in this case, but since you’re talking about the Serial Number, which is on the Base Element form I’d potentially do it there since it’s the root form and not a join form. It probably doesn’t really matter though unless you are talking about millions of records that may cause database issues. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes Sent: Wednesday, October 17, 2012 1:33 PM To: arslist@ARSLIST.ORG Subject: Re: Updates via Import into Asset ** That's probably a better idea since I don't know AIE yet. I would create the escalation on the AST:Monitor form (for monitors). Correct? Thanks! Lisa On Wed, Oct 17, 2012 at 2:22 PM, Pierson, Shawn wrote: ** I know all the work was already done manually, but why not just write an Escalation to do a REPLACE on the field to remove the hyphens and avoid dealing with any import issues altogether? Otherwise, Atrium Integrator/AIE in conjunction with the Reconciliation Engine are the “right” ways to update the data, although they are really overkill for one time updates in my opinion. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Lisa Kemes Sent: Wednesday, October 17, 2012 1:09 PM To: arslist@ARSLIST.ORG Subject: Updates via Import into Asset ** Hello all!! :) We import assets into the AST:XXX forms (for example AST:Monitor). We do not use AIE. Customer imported records into the AST:Monitor form and put hyphens in the serial number and would like to take them out (the hyphens). We exported the data into a .csv file, cleared out the hyphens and now would like to import the updates. Is there an easy way to do this? I tried doing an import using the data import tool (using the Update Old Record with New Record's Data option under "Handle Duplicate Request IDs by") and it wants to add this to the database, not update it. Any ideas? ARS 7.5 ITSM 7.5 Windows 2003 SQL Thanks! Lisa _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Notification Recommendations
I will be the first to suggest you review the capabilities that Xmatters can provide. www.xmatters.com/ I am not affiliated with Xmatters. -Original Message- From: Kevin Shaffer To: arslist Sent: Mon, Oct 1, 2012 12:09 pm Subject: Notification Recommendations ** ARS 7.6.04 SP 4 ITSM 7.6.04 SP 2 My IT department is moving from another product to Remedy. In the current product, they currently are able to send notifications to interested parties that are not the customer, the contact, the assigned individual or the owner group. The notifications can be driven by Status, Categorization and/or Priority. For example: If Incident A has a Tier 1 of Termination and Priority is Medium and it is assigned to the Service Desk, then an external DL called HR would like to be notified. I hae been given a mandate of no customizations, but this may have to be something that slides. Is there a solution OOTB without customization? I can think of the following: 1. Hardcode Custom Filters and specify my criteria in the Run If - (Hate this option) 2. Build a custom "Notification Module" to allow the flexibility to build out these requirements with configuration. (Don't really have the time in the project timelines for this option) 3. Use SLM (not sure this is what SLM was intended for) 4. Upgrade to 8.x and use the RBE - Rule Based Engine (not an option to upgrade) 5. Use the Email System link on the Incident and enforce with process (there are too many processes that the service desk would need to know) 6. Other (I haven't thought of another option) Any advice would be appreciated. Thanks Kevcin _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
Re: Question about incident scripts
Scripts are for Support Personnel not end users. If your end users are actually using the Incident form to create their own Incidents you would need to give them permissions that they should not have to see a script. -Original Message- From: Jose Manuel Huerta Gu illén To: arslist Sent: Sat, Sep 29, 2012 3:48 pm Subject: Question about incident scripts **Hi listers, I have, what I think, a very silly question. How can users access to the attachments of an script? When you create an incident script you can attach some troubleshooting documentation. My intention was to allow users that read the script to download the docs. But seems impossible. So, What's the intention of these attachments? We are using ITSM 7.6.0 with ARS 7.5.0. Regards, Jose Manuel Huerta http://theremedyforit.com/ _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
