Re: ITSM Feature Addition History - 7.1 to 7.6.03
Look for the What's new presentations. -Original Message- From: Gard, Richard J rjg...@statestreet.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Feb 23, 2011 9:05 am Subject: ITSM Feature Addition History - 7.1 to 7.6.03 ** Is there a document that lists the feature delta from 7.1 to 7.6.03? I have tried to search the archives for notices like: “Announcing BMC Remedy Action Request System” but come up empty on the website. Best regards, Rich � � 你 。 GIS-ISS-SEM Service Technology Development Manager ITIL Practisioner Certified: Support and Restore Princeton, NJ (: 609-580-5802 Cell (: 617-756-4626 Information Classification: Limited Access _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 ITSM No more UT Questions
The Macro's are going to be the hardest sale. The new WEB reporting that was added to 7.6.04 allows all users to create their own reports and export it to a csv file. It is a little more work however it does also provide the capability to build graphical reports. -Original Message- From: Sanford, Claire claire.sanf...@memorialhermann.org To: arslist arslist@ARSLIST.ORG Sent: Tue, Feb 22, 2011 9:50 am Subject: Re: 7.6.04 ITSM No more UT Questions ** I highlighted two of Joe's questions and comments. They really hit home here with my users. How do we deal with situations where Modify All is necessary? How do we deal with teams that work on a daily basis using macros to search for specific work/tickets without having to build the query every time. I understand saved searches they pass the macros around and they are already pushing back and I don't even have it installed for them to look at/play with yet. How do people pull their own ad hoc reports, based on their own criteria, into a .csv file if there is no user tool. They don't want a crystal report. They want a report they can massage and manipulate etc. Ad Hoc reports were a huge factor when we looked at keeping Remedy vs. the other guys and we were told that that would not be a problem. Can they use the last created version of the UT on the 7.6.04 version? I have a very unhappy user community and I only showed it to a few in my heavy user group. Can't wait for the rest of them Claire Sanford Information Systems Division Memorial Hermann Healthcare System System Services Tower North - 2:105 920 Frostwood, Houston, TX 77024 Phone: 713 338 6035 claire.sanf...@memorialhermann.org From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Friday, February 18, 2011 8:11 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 ITSM not working in client, but works on web ** Capture the workflow on the WEB to display the Consoles in the View Field and I think you will better understand the changes and the reason for the changes. To make the WEB faster and better than the WUT. -Original Message- From: Joe Martin D'Souza jdso...@shyle.net To: arslist arslist@ARSLIST.ORG Sent: Fri, Feb 18, 2011 9:07 pm Subject: Re: 7.6.04 ITSM not working in client, but works on web ** Like David Easter responded, with quotations from the manuals, these consoles are no longer supported on the WUT.. I wonder if there is a registry hack or something to make it work like the Server Information when it was deprecated from the Admin tool.. What happens in instances where some of the customers may not be prepared to go the web way for whatever reasons. I am currently facing a few minor issues to get Flash Active X endorsed at one customer to make all this work, as in their environment only the Flash plugin is endorsed and apparently this is not enough to display all the Flash action menus etc. from these consoles. Installing just the Flash plugin appears not to satisfy the requirement for Flash although you do not get a warning on the login screens about flash missing.. Having faced this problem (still facing but working on a resolution path to get what's required endorsed) I could kind of wish there was a hack to make it happen on the User Tool maybe to at least buy some time until it is endorsed and then move towards the web interface.. The current design almost calls for a hard stop to progressing until we get our necessary endorsements.. Luckily we are still on development phase.. Joe From: Mark Lev Sent: Friday, February 18, 2011 5:28 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: 7.6.04 ITSM not working in client, but works on web ** Hello All, I just installed 7.6.04 (Windows 2003 Server/SQL Server 2005 ) and everything works great on the web. Within the client, the Incident Management Console, Change Management Console, Incident Form, Change Form do not show. White box and that’s it. The Welcome… doesn’t show name as it should. Most common forms (CTM:People, etc) work fine. Anyone see this or have any suggestions? No errors that I was able to see in logs. Thanks, Mark _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 ITSM No more UT Questions
The ODBC driver is still supplied with the 7.6.04 WUT. -Original Message- From: Pierson, Shawn shawn.pier...@sug.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Feb 22, 2011 11:19 am Subject: Re: 7.6.04 ITSM No more UT Questions I'm pretty sure that BMC Analytics uses the ODBC drivers, and even if they were ot available, it's pretty trivial to use SQL Server or Oracle ODBC drivers to onnect to the database, it's just that you have to have a separate account that an access the database and know how to convert the dates, as well as manually ranslate the integer values to the text values on enumerated fields. Thanks, Shawn Pierson emedy Developer | Southern Union -Original Message- rom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] n Behalf Of David Durling ent: Tuesday, February 22, 2011 9:35 AM o: arslist@ARSLIST.ORG ubject: Re: 7.6.04 ITSM No more UT Questions I forgot the fate of ODBC driver use, though it was delivered with the ser tool in the past. Some of our users have liked that for logging in rom Excel where they can manipulate reports in a familiar way. Perhaps t's an option against the newer ARS? (If the users didn't necessarily eel the need to be in Remedy.) David Durling niversity of Georgia On 2/22/2011 9:58 AM, Roger Justice wrote: ** The Macro's are going to be the hardest sale. The new WEB reporting that was added to 7.6.04 allows all users to create their own reports and export it to a csv file. It is a little more work however it does also provide the capability to build graphical reports. -Original Message- From: Sanford, Claire claire.sanf...@memorialhermann.org To: arslist arslist@ARSLIST.ORG Sent: Tue, Feb 22, 2011 9:50 am Subject: Re: 7.6.04 ITSM No more UT Questions ** I highlighted two of Joe's questions and comments. They really hit home here with my users. How do people pull their own ad hoc reports, based on their own criteria, into a .csv file if there is no user tool. They don't want a crystal report. They want a report they can massage and manipulate etc. Ad Hoc reports were a huge factor when we looked at keeping Remedy vs. the other guys and we were told that that would not be a problem. Can they use the last created version of the UT on the 7.6.04 version? I have a very unhappy user community and I only showed it to a few in my heavy user group. Can't wait for the rest of them ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 ITSM not working in client, but works on web
This is the way 7.6.04 works. There are new features that are not supported in the WUT. BMCDN should have some 7.6.04 presentations that show that is new on the WEB. -Original Message- From: Mark Lev mark@rightstar.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Feb 18, 2011 5:28 pm Subject: 7.6.04 ITSM not working in client, but works on web ** Hello All, I just installed 7.6.04 (Windows 2003 Server/SQL Server 2005 ) and everything works great on the web. Within the client, the Incident Management Console, Change Management Console, Incident Form, Change Form do not show. White box and that’s it. The Welcome… doesn’t show name as it should. Most common forms (CTM:People, etc) work fine. Anyone see this or have any suggestions? No errors that I was able to see in logs. Thanks, Mark _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 ITSM not working in client, but works on web
Capture the workflow on the WEB to display the Consoles in the View Field and I think you will better understand the changes and the reason for the changes. To make the WEB faster and better than the WUT. -Original Message- From: Joe Martin D'Souza jdso...@shyle.net To: arslist arslist@ARSLIST.ORG Sent: Fri, Feb 18, 2011 9:07 pm Subject: Re: 7.6.04 ITSM not working in client, but works on web ** Like David Easter responded, with quotations from the manuals, these consoles are no longer supported on the WUT.. I wonder if there is a registry hack or something to make it work like the Server Information when it was deprecated from the Admin tool.. What happens in instances where some of the customers may not be prepared to go the web way for whatever reasons. I am currently facing a few minor issues to get Flash Active X endorsed at one customer to make all this work, as in their environment only the Flash plugin is endorsed and apparently this is not enough to display all the Flash action menus etc. from these consoles. Installing just the Flash plugin appears not to satisfy the requirement for Flash although you do not get a warning on the login screens about flash missing.. Having faced this problem (still facing but working on a resolution path to get what's required endorsed) I could kind of wish there was a hack to make it happen on the User Tool maybe to at least buy some time until it is endorsed and then move towards the web interface.. The current design almost calls for a hard stop to progressing until we get our necessary endorsements.. Luckily we are still on development phase.. Joe From: Mark Lev Sent: Friday, February 18, 2011 5:28 PM Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Subject: 7.6.04 ITSM not working in client, but works on web ** Hello All, I just installed 7.6.04 (Windows 2003 Server/SQL Server 2005 ) and everything works great on the web. Within the client, the Incident Management Console, Change Management Console, Incident Form, Change Form do not show. White box and that’s it. The Welcome… doesn’t show name as it should. Most common forms (CTM:People, etc) work fine. Anyone see this or have any suggestions? No errors that I was able to see in logs. Thanks, Mark _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Remedy 7.5 CMDB
1.1, 2.0, 2.1, 7.5, 7.6.03 and working on a 7.6.04. Do you have specific questions? -Original Message- From: Jewell, Bob bob.jew...@caridianbct.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Feb 17, 2011 5:55 pm Subject: Remedy 7.5 CMDB ** Anyone successfully implement a CMDB? ** Statement from CaridianBCT Inc. ** Confidential and/or privileged information may be contained in this message and any attachments. If you are not the intended recipient you should not copy or forward this message and should destroy it immediately. Any Disclosure, copying, distribution and/or any other use of this communication by anyone other than the intended recipient is strictly prohibited and may be unlawful. The opinions, conclusions and other information in this message do not necessarily represent the views and/or opinions of the employer. ** End of statement ** _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Installing KM 7.6.03 on remedy 7.5 patch 5
David Easter has posted multiple times that all applications must be 7.6.03. -Original Message- From: Raja v kalairaja.vella...@wipro.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Feb 16, 2011 2:17 am Subject: Installing KM 7.6.03 on remedy 7.5 patch 5 ** Hello Listers, Have anybody come across installing Knowledge Management 7.6.03 on Solaris server with Remedy 7.5 patch 5. Is it compatible or do we have to install only KM 7.5 along with humming bird. Thanks Regards, Raja v. Please do not print this email unless it is absolutely necessary. The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email. www.wipro.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: release management
Release management is a new application and did not replace Change management. If you do not give any licenses to your users they will not see the entry point on the home page, 7.5 was the first version with release. -Original Message- From: Martinez, Marcelo A marc...@cpchem.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Feb 16, 2011 10:20 am Subject: release management Hello Listers, have 2 questions on release management. e are currently running ARS 7.1/ITSM 7.0.03 (microsoft shop). We plan on oving to 7.6.0x in the near future. y issue is: my users are not accustomed to using release management; heck it ook me a couple of years to make them use change management! So my question here is if we implement 7.6.0x, do we have to implement release anagement or can we get away with just change management (at least for a couple f years)? Also, if memory serves me right, release management was introduced in version .5.00 of ITSM correct? hanks all, Marcelo Martinez ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Problems in clickung Atrium Core Console in the native Client
The consoles are not support in the WUT on 7.6.04. -Original Message- From: tristan.rop...@t-online.de tristan.rop...@t-online.de To: arslist arslist@ARSLIST.ORG Sent: Fri, Feb 11, 2011 5:56 am Subject: Re: Problems in clickung Atrium Core Console in the native Client ** Hi Peter, I will try it and let you know ! Many thanks, next week i will be in London. Tristan -Original Message- Date: Fri, 11 Feb 2011 11:33:33 +0100 Subject: Re: Problems in clickung Atrium Core Console in the native Client From: Peter Romain p.romain.arsl...@parsolutions.co.uk To: arslist@ARSLIST.ORG ** Hi Tristan, I had a plugin error on both a 7.6.3 and 7.6.4 installation though maybe not the same as yours as the error was in both Mid-Tier and the user tool. It was solved by adding the server to the hosts file using the server IP, not localhost 127.0.0.0 localhost 192.168.0.213 itsm764 Could this help you? Cheers Peter From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tristan.rop...@t-online.de Sent: 11 February 2011 09:57 To: arslist@ARSLIST.ORG Subject: Problems in clickung Atrium Core Console in the native Client ** Hi, ARS 7.6.04 Oracle 11G,R2 Adobe Flash Player After the update from 7.6.03 to 7.6.04 i have problems in clicking the link Atrium Core Console in the native client. I have no access to this application Page could not be displayed, but in the MidTier this functunality works. I got the HTTP error 502 After i have installed the HTTP Debugger Fiddler i could see the reason for this mulfuction. Fiddler: DNS Lookup for plugins failed. No such host is known Afterwards i checked my plugins configuration, but i could not see any hint for this behavior. Does anybody know this reason for it ? Cheers Tristan _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 Delta Data Migration tool - Question
That is to insure no triggers have been added as part of customizations. -Original Message- From: Ramey, Anne anne.ra...@nc.gov To: arslist arslist@ARSLIST.ORG Sent: Wed, Feb 9, 2011 12:39 pm Subject: 7.6.04 Delta Data Migration tool - Question In this doc it says you need to turn off all DB triggers in the ARSystem schema. 'm on ARS 7.1 CMDB 2.1 p4 and ITSM 7.0.03 p9 and don't seem to have any DB riggers. Did they start using these in a later version or am I missing omething? I logged into the DB as aradmin and did: ELECT TRIGGER_NAME FROM USER_TRIGGERS; nd there were 0 rows returned. Also, has anyone used this tool with great success (please say yes)? We are oving from the config above to ARS 7.5 p6 CMDB 7.6 p2 and ITSM 7.6 p1 and this ould save us a lot of work. Anne Ramey ** -mail correspondence to and from this address may be subject to the North arolina Public Records Law and may be disclosed to third parties only by an uthorized State Official. Original Message- rom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] n Behalf Of Easter, David ent: Tuesday, February 01, 2011 5:27 PM o: arslist@ARSLIST.ORG ubject: Re: 7.6.04 Delta Data Migration tool The White Paper on this topic can be found here: 31-Jan-2011 Using Delta Data Migration to migrate BMC Remedy IT Service anagement Suite http://documents.bmc.com/supportu/documents/42/59/194259/194259.pdf David J. Easter anager of Product Management, Remedy Platform MC Software, Inc. he opinions, statements, and/or suggested courses of action expressed in this -mail do not necessarily reflect those of BMC Software, Inc. My voluntary articipation in this forum is not intended to convey a role as a spokesperson, iaison or public relations representative for BMC Software, Inc. -Original Message- rom: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] n Behalf Of Phil ent: Monday, January 31, 2011 05:23 AM o: arslist@ARSLIST.ORG ubject: 7.6.04 Delta Data Migration tool Hi, I've been unable to find a description of the new Delta Data Migration ool in the ARS/ITSM 7.6.04 documentation. Does anyone know which BMC 7.6.04 document includes the Delta Data igration tool details? Thanks Phil ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 Delta Data Migration tool
See if it is included with the Migrator documentation. -Original Message- From: Phil philip.bouc...@logica.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 8:23 am Subject: 7.6.04 Delta Data Migration tool Hi, I've been unable to find a description of the new Delta Data Migration ool in the ARS/ITSM 7.6.04 documentation. Does anyone know which BMC 7.6.04 document includes the Delta Data igration tool details? Thanks Phil ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
When I used it I did not make any new indexes and I was able to move, on a good network, over 100K records per hour. -Original Message- From: Guillaume Rheault guilla...@dcshq.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 3:57 pm Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** Hi David, Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in all the forms in the source system, so the delta data migration tool can quickly fetch the entries created or updated from a specific timestamp, to migatre the delta data into the new production system? Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Easter, David [david_eas...@bmc.com] Sent: Sunday, January 30, 2011 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Long running ITSM 7.6 upgrade Two recent capabilities are intended to assist with these kind of situations. 1. The ITSM Preconfigured Suite Stack Installer. The Suite Stack Installer (SSI) enables a fresh install of the entire ITSM Suite to be installed in an hour or two. All of the applications and configurations are pre-loaded in a DB image provided by BMC – so the installer need only lay down the binaries and copy the DB image into an empty DB instance provided by you. Time has been reduced from up to 60 hours down to 1-2 hours for a fresh install. While the SSI cannot be used for upgrades, it is good for creating a staging, development or POC system. 2. Delta Data Migration. The ITSM Suite 7.6.04 includes utilities that enable you to migrate data from your production environment to a staging/development server until you are ready to switch over from development to production. Basically, you’ll create a parallel system in staging/development that will eventually become your production server. When your maintenance window arrives, you can bring down both systems, transfer the last bit of user data (which should be only a couple of hours or, at most days) and then bring up the staging server as your new production server. Downtime has been reduced to 4 hours or less using this methodology. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade)
Remember I am doing API to API and insuring data integrity including relationships between different versions of ARS/ITSM. -Original Message- From: Guillaume Rheault guilla...@dcshq.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 4:21 pm Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** 100K records per hour is not a lot, it's actually pretty low With database links, I can do 2 million records per hour, and this is by dumping all the records from one table to the other which involves a full table scan (so not dealing with deltas here) I would hope that in ITSM 7.6.4, the Create date and Modified Date were indexes out of the box. I am sure that indexing these fields would improve performance dramatically by avoiding all the full table scans. Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Roger Justice [rjust2...@aol.com] Sent: Monday, January 31, 2011 4:09 PM To: arslist@ARSLIST.ORG Subject: Re: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** When I used it I did not make any new indexes and I was able to move, on a good network, over 100K records per hour. -Original Message- From: Guillaume Rheault guilla...@dcshq.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 3:57 pm Subject: Delta Data Migration tool (was Long running ITSM 7.6 upgrade) ** Hi David, Will the Create Date and Modified Date(field IDs 3 and 6) need to be indexed in all the forms in the source system, so the delta data migration tool can quickly fetch the entries created or updated from a specific timestamp, to migatre the delta data into the new production system? Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of Easter, David [david_eas...@bmc.com] Sent: Sunday, January 30, 2011 11:50 AM To: arslist@ARSLIST.ORG Subject: Re: Long running ITSM 7.6 upgrade Two recent capabilities are intended to assist with these kind of situations. 1. The ITSM Preconfigured Suite Stack Installer. The Suite Stack Installer (SSI) enables a fresh install of the entire ITSM Suite to be installed in an hour or two. All of the applications and configurations are pre-loaded in a DB image provided by BMC – so the installer need only lay down the binaries and copy the DB image into an empty DB instance provided by you. Time has been reduced from up to 60 hours down to 1-2 hours for a fresh install. While the SSI cannot be used for upgrades, it is good for creating a staging, development or POC system. 2. Delta Data Migration. The ITSM Suite 7.6.04 includes utilities that enable you to migrate data from your production environment to a staging/development server until you are ready to switch over from development to production. Basically, you’ll create a parallel system in staging/development that will eventually become your production server. When your maintenance window arrives, you can bring down both systems, transfer the last bit of user data (which should be only a couple of hours or, at most days) and then bring up the staging server as your new production server. Downtime has been reduced to 4 hours or less using this methodology. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 registering an application template with a new AOT...
I selected the company the app registry name and all templates are listed. -Original Message- From: Rick Phillips r...@netfirst.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 5:27 pm Subject: SRM 7.6.03 registering an application template with a new AOT... ** Hello, I'm trying to register an INC template on the SRM%3AAppTemplateBridge form, but template isn't listed. If I can see the template from AppAdminConsoleCustomConfigIMTemplateTemplate, what am I missing not to being able to see if from AppAdminConsoleCustomConfigSRMAppConfigurationDefineAOT when I select the 'Select' button on the form? Thanks, Rick _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 registering an application template with a new AOT...
There is only one authoring company and that is what the menu is using. -Original Message- From: Rick Phillips r...@netfirst.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 7:06 pm Subject: Re: SRM 7.6.03 registering an application template with a new AOT... ** Yes on the multi-tenancy. I have a single INC template 'used by' 2 operating companies. I have a single user who is a member of a support group in each of the 2 operating companies. That user has Support Group admin functional role in each group. From the AOT template form, with company A, the template is visible: with company B, no template visible. ?? On 1/31/2011 4:06 PM, Chowdhury, Tauf wrote: ** Rick, Are you running in multi-tenancy? Verify the company information on both the Incident Template and also on the AOT form. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: Monday, January 31, 2011 5:17 PM To: arslist@ARSLIST.ORG Subject: SRM 7.6.03 registering an application template with a new AOT... Hello, I'm trying to register an INC template on the SRM%3AAppTemplateBridge form, but template isn't listed. If I can see the template from AppAdminConsoleCustomConfigIMTemplateTemplate, what am I missing not to being able to see if from AppAdminConsoleCustomConfigSRMAppConfigurationDefineAOT when I select the 'Select' button on the form? Thanks, Rick This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 7.6.03 registering an application template with a new AOT...
You would also need to create the SRD for two different companies for this to work. -Original Message- From: Chowdhury, Tauf tauf.chowdh...@frx.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 7:38 pm Subject: Re: SRM 7.6.03 registering an application template with a new AOT... ** You would essentially have to create 2 templates with the same info with 2 different Authoring companies. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice Sent: Monday, January 31, 2011 7:16 PM To: arslist@ARSLIST.ORG Subject: Re: SRM 7.6.03 registering an application template with a new AOT... ** There is only one authoring company and that is what the menu is using. -Original Message- From: Rick Phillips r...@netfirst.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Jan 31, 2011 7:06 pm Subject: Re: SRM 7.6.03 registering an application template with a new AOT... ** Yes on the multi-tenancy. I have a single INC template 'used by' 2 operating companies. I have a single user who is a member of a support group in each of the 2 operating companies. That user has Support Group admin functional role in each group. From the AOT template form, with company A, the template is visible: with company B, no template visible. ?? On 1/31/2011 4:06 PM, Chowdhury, Tauf wrote: ** Rick, Are you running in multi-tenancy? Verify the company information on both the Incident Template and also on the AOT form. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips Sent: Monday, January 31, 2011 5:17 PM To: arslist@ARSLIST.ORG Subject: SRM 7.6.03 registering an application template with a new AOT... Hello, I'm trying to register an INC template on the SRM%3AAppTemplateBridge form, but template isn't listed. If I can see the template from AppAdminConsoleCustomConfigIMTemplateTemplate, what am I missing not to being able to see if from AppAdminConsoleCustomConfigSRMAppConfigurationDefineAOT when I select the 'Select' button on the form? Thanks, Rick This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: RUT Error
Is it a single user or multiple users same for. What operating system does the
use(s) have.
-Original Message-
From: Brittain, Mark mbritt...@navisite.com
To: arslist arslist@ARSLIST.ORG
Sent: Fri, Jan 28, 2011 7:07 pm
Subject: RUT Error
**
Hi All TGIF,
I have a user who is getting the Remedy User Application has encountered a
problem and needs to close error. Also getting The instruction at 0x73dd1a3
referenced memory at 0x4. The memory could not be read.
ARS and RUT are both version 6.3 patch 20. This occurred when the user placed a
name in a field and searched. Only happens on one customer form Any ideas on
what the problem could be and how to correct?
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com
(315) 453-2912 x5335 (Office)
(315) 317.2897 (Cell)
This e-mail is the property of NaviSite, Inc. It is intended only for the
person or entity to which it is addressed and may contain information that is
privileged, confidential, or otherwise protected from disclosure. Distribution
or copying of this e-mail, or the information contained herein, to anyone other
than the intended recipient is prohibited.
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Re: How to get rid of scrollbars in SRM
The form is built that no scroll bars will be on a 17 monitor using 1024X768 resolution. -Original Message- From: Pierson, Shawn shawn.pier...@sug.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jan 28, 2011 7:58 pm Subject: How to get rid of scrollbars in SRM ** Good morning folks, I’m working on embedding SRM’s Request Entry screen within SharePoint, and it works fine except for one challenge that I am facing. Basically, within my iFrame the system is displaying scrollbars. My HTML for the iFrame is: iframe height=100% width=100% src=http://remedyserver/arsys/forms/remedyserver/SRS%3AServiceRequestConsole/enduser/;; scrolling=no frameBorder=0 style=overflow:hidden; /iframe I’ve tried two ways of removing the scrollbars as are indicated there: 1) Scrolling=”no” 2) Style=”overflow:hidden;” Either of those should remove the scrollbars, but they appear anyway. Also, they don’t appear on the login page, but only on the actual Request Entry screen. They are caused by the static background image that SRM uses, and what makes it worse is that if I open a form from there, I have two sets of scrollbars parallel to each other. My thought is that perhaps the Request Entry screen is using its own iFrame that has scrolling turned on, but that doesn’t appear to be the case based on IE’s built in profiler where I can see both of those tags are being used on the iFrame. Any ideas of what I could be doing wrong or suggestions on how to successfully embed SRM within SharePoint? Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Need advice: Change how SLM's are getting detached
You will need to use the new criteria to complete the already attached Service Target. There is no way to detach a service target after it has been created. -Original Message- From: Terje Moglestue te...@moglestue.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jan 27, 2011 9:30 am Subject: Need advice: Change how SLM's are getting detached I got a request to change how SLM's are detached - I am struggling to find the ight solution. Problem: The incident got a set of SLM's attached. The support engineer changes some of he conditions for the SLM - therefore an new set of SLM will attach. Let's say he support engineer updated urgency from Critical to High. The critical service argets is already attached to the incident. After the change of urgency you got wo sets of service targets attached. Old service target will be updated to detached but only of the old service arget is not met or missed. Here comes the problem. We want all service targets o be detached not only those how have not met their due date. This sounds like a simple change. Of some reason I am unable to find the right olution. I have done some logging and looked into the workflow - but I can not ind the right place to make the change. Any suggestions? ARS 75p7, ITSM 75p1 Thanks, erje __ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Question on using Email Subject Line text with Inbound Email processing
Review STRSTR to set the initial character location then use substring to parse the data. -Original Message- From: Anderson Debra (PRN) debra_ander...@prn.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jan 25, 2011 6:23 pm Subject: Question on using Email Subject Line text with Inbound Email processing ** Hi Everyone, I am doing a POC for use of Remedy Inbound email for external customers to submit requests and have a question. We are using: Remedy 7.0.01 Solaris Oracle 10g I have successfully setup an MBOX on Solaris and have inbound emails being successfully parsed and submitting records into a test form. However I would like to be able to take the Subject line value of the user’s email message and pass this value into one of my form fields. I have read over the Email Admin Guide and also searched BMC Remedy KB but didn’t find any tips that would advise me how I might take values stored in the Email message form and have them passed to the destination form when a Submit action is parsed and processed. I am a complete newbie for this feature so any pointers are much appreciated. Thanks Debra Debra Anderson T 415.808.9118 | F 415.808.3535 600 Harrison St • San Francisco, CA • 94107 PRN | media where when it matters This e-mail (including any attachments) is meant for only the intended recipient of the transmission, and may include confidential information. If you are not the intended recipient or you received this e-mail in error, any review, use, dissemination, distribution, or copying of this e-mail is strictly prohibited. If you have received this message in error, please notify the sender immediately by telephone at (415) 808-3500 or by return e-mail and delete this e-mail, along with any attachments and copies, from your system. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Trying to setup Remedy Import into HPD:IncidentInterface_Create
This would be an error writing to the HPD:Help Desk form review the filter that writes to this form. -Original Message- From: Lammey, Peter A. peter.a.lam...@espn.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jan 20, 2011 11:44 am Subject: Trying to setup Remedy Import into HPD:IncidentInterface_Create ** I was tasked to setup a spreadsheet ingest process that would create resolved incidents in our Incident 7.02 system. I updated all filters on the HPD:IncidentInterface_Create form to fire on Merge as well as Submit and it works for creating open Assigned tickets however after mapping all the fields that seemed necessary I seem to be getting this error: Field does not exist on this form (ARERR 314) I don’t know where to go with this error. I ran filter logging on the server to see if anything surfaced on this but nothing jumped out as to why this is happening. I have separate interfaces that were setup for different projects that included a display form that people would fill out and click a Submit Resolved button and the data would be pushed to IncidentInterface_Create with the same fields I am importing and the tickets get generated as resolved with no problem. Perhaps a merge is surfacing bad code or something? Anyone have any ideas? Thanks Peter Lammey ESPN IT Packaging and Automation 860-766-4761 _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Get Client Info created by Axton Grams
We are testing this on 7.6.03 and got an error Caught Exception:Object
Expected. Since this was posted in 2007 do you have any updates.
Subject: Re: How to capture a user's computer name in the mid-tier?
Depending on your mid-tier server config, this can be a little
trickier. If you have a load balancer, you will get the ip of the
load balancer, not the client. Some load balancers allow you to send
the ip through as an http header, so the js would have to be modified
to account for that if this is the case.
Axton Grams
On 9/21/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED]
wrote:
Gary:
Copy the following text into your mouse buffer and paste it into
Notepad:
function env_ip_var()
{
var return_value = %=request.getRemoteAddr()%;
return (return_value)
}
function env_hostname()
{
var return_value = %=request.getRemoteHost()%;
return (return_value)
}
Save the file as get_client_info.jsp.
Then copy that file into your SHARED folder on your Midtier.
Then open your form in the Admin tool. Go to VIEW PROPERTIES, click
the
APPEARANCE tab, and click EDIT WEB HEADER CONTENT. Paste the
following
into the field:
SCRIPT src=/arsys/shared/get_client_info.jsp
language=Javascript/SCRIPT
Save the form.
Then create an active link that runs on SUBMIT or WINDOW OPEN or
whatever that does a RUN PROCESS. The run process should be this:
javascript.window.F(xxxfield idxxx).DoSet(env_hostname());
Replace xxxfield idxxx with the field ID of the field you want to
capture the hostname. Just put the number--no dollar signs or quotes
or
anything else.
Save the AL. Give it a run. Should work like a champ.
Let me know if you have any trouble. I have it working here on every
ticket that's submitted.
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Re: Get Client Info created by Axton Grams
The error is generated when trying to run the code from the Active Link. I
can't really tell if it is the active link Javascript call or the JS file
itself.
Tomcat, Windows, 7.6.03
-Original Message-
From: Grooms, Frederick W frederick.w.gro...@xo.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Jan 19, 2011 1:05 pm
Subject: Re: Get Client Info created by Axton Grams
**
One question is what are you using for a Web server and JSP engine (and on what
OS)?
We are using Apache/Tomcat on Solaris and the functions work correctly for
Mid-Tier 7.6.03.
Fred
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Wednesday, January 19, 2011 6:56 AM
To: arslist@ARSLIST.ORG
Subject: Get Client Info created by Axton Grams
** We are testing this on 7.6.03 and got an error Caught Exception:Object
Expected. Since this was posted in 2007 do you have any updates.
Subject: Re: How to capture a user's computer name in the mid-tier?
Depending on your mid-tier server config, this can be a little
trickier. If you have a load balancer, you will get the ip of the
load balancer, not the client. Some load balancers allow you to send
the ip through as an http header, so the js would have to be modified
to account for that if this is the case.
Axton Grams
On 9/21/07, Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED]
wrote:
Gary:
Copy the following text into your mouse buffer and paste it into
Notepad:
function env_ip_var()
{
var return_value = %=request.getRemoteAddr()%;
return (return_value)
}
function env_hostname()
{
var return_value = %=request.getRemoteHost()%;
return (return_value)
}
Save the file as get_client_info.jsp.
Then copy that file into your SHARED folder on your Midtier.
Then open your form in the Admin tool. Go to VIEW PROPERTIES, click
the
APPEARANCE tab, and click EDIT WEB HEADER CONTENT. Paste the
following
into the field:
SCRIPT src=/arsys/shared/get_client_info.jsp
language=Javascript/SCRIPT
Save the form.
Then create an active link that runs on SUBMIT or WINDOW OPEN or
whatever that does a RUN PROCESS. The run process should be this:
javascript.window.F(xxxfield idxxx).DoSet(env_hostname());
Replace xxxfield idxxx with the field ID of the field you want to
capture the hostname. Just put the number--no dollar signs or quotes
or
anything else.
Save the AL. Give it a run. Should work like a champ.
Let me know if you have any trouble. I have it working here on every
ticket that's submitted.
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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Re: AIE problem on new server
The easier way is to export the entries to an ARX file update the server name. Delete the entries you just exported, import the entries you just modified. This will update the information without having to modify the form. -Original Message- From: Tommy Morris tommy.mor...@radioshack.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Jan 18, 2011 2:11 pm Subject: Re: AIE problem on new server ** Customize the view from within your user tool and unhide all the fields. I actually unhide by customizing the form but the Customize View function should work just as well. You wil need to do the same thing with EIE:Exchange too. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of sphilben Sent: Tuesday, January 18, 2011 2:03 PM To: arslist@ARSLIST.ORG Subject: AIE problem on new server ** Listers: I built a new 7.6 patch002 ARS server. Then I copied over a SQL DB from a previous 7.6 patch002 server. Everything works well except when I go to AIE. The server data in the Instances table still points to the old server. The T705 table (EIE:BackupLoadFlag) has all the data for the old server still loaded (of course) so how do I get to that table to update it to the new server? The form itself is all full of hidden fields which are not editable. I could use direct SQL but I might miss something. Is there a configuration somewhere that I am missing? Thanks. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Appropriate MS-SQL character set - MS-SQL 2008
This is the answer from Doug at BMC You must pick a unicode character set to support all of the listed languages. There is no other character set that will support the mixture you have specified. There is a case insensitive version of unicode and that is what they need. I don't know the specific name but hopefully the fact that you want case insensitive unicode leads you to the option you need. -Original Message- From: Joe Martin D'Souza jdso...@shyle.net To: arslist arslist@ARSLIST.ORG Sent: Sun, Dec 26, 2010 1:41 pm Subject: Appropriate MS-SQL character set - MS-SQL 2008 ** Looks like my posting yesterday the first time around didn’t make it so here is my second try. Would anyone happen to know what would be the name of the most appropriate character set to select for a MS-SQL 2008 server so that it supports case insensitivity as well as all of the following languages? 1) English 2) French 3) Spanish 4) Italian 5) German 6) Portuguese 7) Japanese The DBA I am working with found sets that support Japanese OR German and all the other languages but not BOTH Japanese and German and all other languages.. Case insensitivity support would also be needed. Any hints would be appreciated.. Cheers Joe _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Load Balancers and how?
I was able to have the group that configured the load balancer determine if the Remedy Service was started/running. -Original Message- From: LJ LongWing lj.longw...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Dec 10, 2010 10:51 am Subject: Load Balancers and how? ** Ok….I’m going down a road that I KNOW some of you have travelled before, I need your travel tips. We are setting up a server group on 7.5 Windows and we are putting a load balancer in front of it. How do you all tell if a node is up? There are 4 types of probes that I’m being told are available… PING HTTP TCP Script Ping - Obviously doesn’t tell you anything other than the host OS is up HTTP - Won’t work for telling if a remedy service is up TCP – My instincts are telling me that this one simply does something similar to a telnet to a given port, if the port allows you ‘in’, then the service is considered up. I don’t consider this one viable because it doesn’t ‘test’ much and I expect that my remedy server could respond to the port request without actually being functional Script – This one is the most promising in my mind, but I know nothing about the scripting language of TCL. How does the rest of the remedy world ‘verify’ that their remedy instance is online so that their load balancer can know to route traffic to it or not. I just this week finished a java servlet that allows the mid tier load balancer to know if an individual node is working properly, but the same can’t be said yet for Remedy….any and all help is appreciated _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Load Balancers and how?
I provided the best information and then let the customer determine how they can monitor the system with the LB. I agree that both Mid-Tier and App Servers have issues with finding if the system is truly available. I know that the files arerror and armonitor can assist with this. -Original Message- From: LJ LongWing lj.longw...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Dec 10, 2010 11:12 am Subject: Re: Load Balancers and how? ** Roger, What method did they use to determine it was started/running? I personally have found ‘other teams’ don’t usually have a concept of what ‘functional’ means in a remedy world. I don’t consider the fact that arserver.exe is in memory an indicator that my server is functional…I’ve had TOO many situations where it was in memory, but you couldn’t log onto it. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, December 10, 2010 9:00 AM To: arslist@ARSLIST.ORG Subject: Re: Load Balancers and how? ** I was able to have the group that configured the load balancer determine if the Remedy Service was started/running. -Original Message- From: LJ LongWing lj.longw...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Dec 10, 2010 10:51 am Subject: Load Balancers and how? ** Ok….I’m going down a road that I KNOW some of you have travelled before, I need your travel tips. We are setting up a server group on 7.5 Windows and we are putting a load balancer in front of it. How do you all tell if a node is up? There are 4 types of probes that I’m being told are available… PING HTTP TCP Script Ping - Obviously doesn’t tell you anything other than the host OS is up HTTP - Won’t work for telling if a remedy service is up TCP – My instincts are telling me that this one simply does something similar to a telnet to a given port, if the port allows you ‘in’, then the service is considered up. I don’t consider this one viable because it doesn’t ‘test’ much and I expect that my remedy server could respond to the port request without actually being functional Script – This one is the most promising in my mind, but I know nothing about the scripting language of TCL. How does the rest of the remedy world ‘verify’ that their remedy instance is online so that their load balancer can know to route traffic to it or not. I just this week finished a java servlet that allows the mid tier load balancer to know if an individual node is working properly, but the same can’t be said yet for Remedy….any and all help is appreciated _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Recommendations for Load Balancers and Mid-Tier Servers
** Be sure what ever LB you are reviewing has the ability to invoke a sticky bit. I have encountered users that did not do this and of course they had issues such as a challenge to login when a save is done since the session has moved from one server to another. -Original Message- From: Pruitt, Christopher (Bank of America Account) (Bank of America Account) christopher.pru...@hp.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Dec 10, 2010 11:26 am Subject: Recommendations for Load Balancers and Mid-Tier Servers Hello All, We are in the discovery process for setting up some new mid-tier servers. We are looking at standing up some HP ProLiant DL380 G6 Servers and am seeking some recommendations for Load Balancers. Anyone have some suggestions for some good load balancers for these servers? Christopher Pruitt Business Consulting III HP Enterprises Services christopher.pru...@hp.com www.hp.com Confidentiality Notice: This message and any files transmitted with it are intended for the sole use of the entity or individual to whom it is addressed, and may contain information that is confidential, privileged, and exempt from disclosure under applicable law. If you are not the intended addressee for this e-mail, you are hereby notified that any copying, distribution, or dissemination of this e-mail is strictly prohibited. If you have received this e-mail in error, please immediately destroy, erase, or discard this message. Please notify the sender immediately by return e-mail if you have received this e-mail by mistake. _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: SRM 7.6 - Your experiences?
I was trained on 2.2 and assisted in doing a 7.6 implementation with a couple of SRDs, Blackberry and On boarding a new employee. 7.6 is much easier to work with to build the PDTs and Question and Answer mapping. mapping variables and passing them was a major imporvement. 7.6.03 is out and 7.6.04 is due out soon. Each has useful enhancements. -Original Message- From: Mario Röhr mario.ro...@gmx.de To: arslist arslist@ARSLIST.ORG Sent: Thu, Dec 9, 2010 3:48 pm Subject: SRM 7.6 - Your experiences? Hi Listers, We are planning to go for SRM 7.6 oes any of you have any experiences with SRM 7.6? re there any stumbling blocks or other things that we have to be aware of? Any comment on this topic is very appreciated. Thanks in advance. Mario ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ******** ITSM 7 Change Restart issue.
Please provide the specific version. -Original Message- From: Enslin Van Blerk - MWEB evanbl...@mweb.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Nov 24, 2010 5:20 am Subject: ITSM 7 Change Restart issue. ** Good day Change stuck in rejected state. We have an option to restart the change however it does not allow us to restart the change. When selecting Restart, the cursor simply moves into the Summary field and nothing else happens. I would just like to know if anyone had the same behaviour and what was done to resolve this issue. Regards Enslin This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com for a copy. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Uploading closed Change Request's from ITSM 6.3 to 7.5 patch 4
I would not recommend uploading ITSM 6 Change to ITSM 7.X change due to the many differences in the mappings. If this is needed for historical data please review the form naming and since they are different just opy the 6 form to 7 without workflow and then export and import the changes using the arx file format. -Original Message- From: gok's gmedise...@yahoo.com To: arslist arslist@ARSLIST.ORG Sent: Sat, Nov 20, 2010 3:35 pm Subject: Uploading closed Change Request's from ITSM 6.3 to 7.5 patch 4 Hi all, I need some information that we are currently planing to upload 6.3 ITSM losed change request's to 7.5 patch 4 can any one please give me you're ip's and tricks how to do it.I am trying to do comparing the field on the hange console in 6.3 and 7.5 to find out any new fields added or not and ables in data base and approval mappings and categorizations in 6.3 and .5. and upload it through AIE. If any one have more information and best ractices please post here. - iew this message in context: http://old.nabble.com/Uploading-closed-Change-Request%27s--from-ITSM-6.3-to-7.5-patch-4-tp30267685p30267685.html ent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How do I remove dead space in Mid-Tier?
It is controlled by the resolution of the users system and the size of the monitor. Try 1024X768 on a 17 Monitor. -Original Message- From: Shane Buchholz sha...@samhealth.org To: arslist arslist@ARSLIST.ORG Sent: Tue, Nov 16, 2010 5:16 pm Subject: How do I remove dead space in Mid-Tier? ** Is there a way to limit the amount of “dead space” visible in the Mid-Tier? Right now most of my users have scrollbars in IE 7, and the scrollbars scroll down far enough that the forms are out of view. I am trying to determine how to set this so it only scrolls down to view the length of the form. My users are very frustrated. Any ideas would be appreciated. ARS 7.5 ITSM 7.6 Windows Server 2008 (64-bit) SQL 2005 Thanks, Shane Buchholz Systems Analyst II - Remedy Information Services Operations Samaritan Health Services 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. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option...
It is not a Patch it is a dot release, 7.6.03 It requires ARS 7.6.03 and Mid-tier 7.6.03 The new reporting console does not include the Crystal reports from what I have seen at a customer site. I do not know the technology used I do not understand what you mean by custom develop reports, you can have a person doing the reports and then post them to the new report console so that all users can see them. -Original Message- From: Terry Bootsma tboot...@objectpath.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Nov 11, 2010 12:40 pm Subject: Some questions regarding ITSM 7.6.03/ARSystem 7.6 and the new web-reports option... ** Hi arslist! Thought I would pose these questions so that all those who are up to speed on the latest ITSM 7.6.03 release could answer. I've looked through the release notes on ITSM 7.6.03 and ARsystem 7.6, but am not sure and still have some questions. Specifically.. (1)Does ITSM 7.6 Patch 003 require a specific version of the ARSystem or MidTier in order to produce the new version of “web reports”? (2)Can ITSM 7.6 Patch 003 be installed on ARSystem 7.5 or must it be a ARSystem 7.6 server? (3)Are both the Crystal Reports and “web reports” versions included in ITSM 7.6 ? If so, how does the user select which one they want? (4)What technology is used to build and deploy the new “web reports”. Does this technology require an additional 3rd party license? (5)Can we custom-develop reports using this new “web report” technology, if we so desire (similar to what we do today via Crystal Reports)? If so, how can we go about doing this? Are there any white-papers describing this process? Thanks everyone! I hope someone else can also benefit from having these questions answered... Terry _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ITSM What is External Escalation reported source?
Integration with another application or a milestone activity from a service target. -Original Message- From: Chuck cpg...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Nov 9, 2010 9:24 pm Subject: ITSM What is External Escalation reported source? for reported source what is the External Escalation selection eferring? thanx ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Alternative Approver in Change Management
In the approval server look at notifications for this Change Process. -Original Message- From: Pargeter, Christie :CO IS cparg...@lhs.org To: arslist arslist@ARSLIST.ORG Sent: Wed, Oct 27, 2010 3:46 pm Subject: Re: Alternative Approver in Change Management ** Yes, the person has the Functional Role of Change Approver but they still don't get the notification. Also, I am not seeing a filter that will create a record in AR System Email Messages or any of the Notifier forms. Can you give me the name that triggers the notification? From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Wednesday, October 27, 2010 10:44 AM To: arslist@ARSLIST.ORG Subject: Re: Alternative Approver in Change Management ** Christie, Did you give the alternate user the “Change Approver” functional role? See below from the BMC KB: ID: 20019767 Problem Problem with sending email notifications to Alternative Approvers when they have a Change to approve in ITSM 7. According to the documentation (ITSM COnfiguring guide page 166) it states: In the Notify Alternate field, select whether to notify the alternate approver. We have done this but no notifications are sent out to the Alternate approver when he has something to approve. Product BMC Remedy Change Management Application (version 7.0.03) Environment Server: Windows Server 2003; Database: Microsoft SQL-Server; Solution Defect SW00345796 created Workaround: Add functional role of Infrastructure Change Approver to the user profile. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, October 27, 2010 1:06 PM To: arslist@ARSLIST.ORG Subject: Alternative Approver in Change Management Hi All - I am trying to troubleshoot the Alternative Approver functionality in Change Management. But the system doesn't send a notification if Notify Alternate says Yes. Also, when should this trigger? We have a manager that is about to go out on Maternity leave and when I test giving them an alt approver they are still listed to approve. I have tried both Group Individual approvals. What am I doing wrong??? ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: CMDB Class Update Failed Error [ERROR 120028]
Do not specify the ID let the system do it. -Original Message- From: Boyd, Rebecca E. boy...@wfu.edu To: arslist arslist@ARSLIST.ORG Sent: Sat, Oct 9, 2010 6:53 pm Subject: Re: CMDB Class Update Failed Error [ERROR 120028] ** Try specifying a field ID. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of sivarama velicheti Sent: Saturday, October 09, 2010 6:04 PM To: arslist@ARSLIST.ORG Subject: CMDB Class Update Failed Error [ERROR 120028] ** Hi Group, I am trying to add a test attribute to the CMDB - BMC_ComputerSystem class. I open up the class in the class manager and set the following Data Type: Character Attribute Name: Test Namespace: BMC.CORE Field ID: (not specifying any value) Entry Mode: Optional Audit Option: Null Attribute Type: Regular QBE Match: Anywhere (and leave the rest of the fields blank) After it runs an update, I get the following error - Update failed: CMDBClass update failed: [ERROR (120028): The attribute cannot be set.; Field could not be found on the AR form:Dimensions_pool] Is there anything that I am missing? I could find no documentation regarding this error. Please let me know in case any of you have come across a similar error. -- Shiva * * * *** ** * - _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Urgent help on how to run a report on Audit Log for incidents?
the for is Audit Log System that holds the data. -Original Message- From: Tony Overgaard tony.overga...@materna.dk To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 23, 2010 7:03 am Subject: Urgent help on how to run a report on Audit Log for incidents? ** Hi ARSLIST, I am trying to create a new report in the User Tool on the data from Audit Log for an Incident 7.0.03, due to this data contain date / timestamps for reporting use. Unfortunately I cannot find any Audit Log data on the HPD:Help Desk form, and if I try on the HPD:Help Desk Audit Log form, then I also do not get any data in the report, all fields return an empty result. I got an external consultant next to me today, and therefore we need this data for the report asap, so I would very much like to have some urgent help on this issue, on how to run a report on the Audit Log fields, so that the report will also show data from these Audit Log fields. Thanks in advance. Kind regards Tony _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6 Upgrade
7.0.03 patch 9 to ITSM 7.5 was the only support upgrade I saw. -Original Message- From: Carin Grobler remedy...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Sep 22, 2010 2:51 pm Subject: ITSM 7.6 Upgrade Hey, Ok I know i probably won't like the responses i'm gonna get from this uestion but - I have to ask. Anyone out there upgraded from TSM 7.0.1 to ITSM 7.6 without doing a new install Is this even remotely possible C ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Ownership - ITSM 7.6
Capture the workflow I think it is a known issue that you will need to fix. -Original Message- From: Kali Obsum kali.ob...@macquarie.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Sep 21, 2010 2:31 am Subject: Incident Ownership - ITSM 7.6 ** Hi, Has anybody encountered this error when assigning an individual as an Owner of an Incident ticket? (Incident Owner Support Group details is already filled out) This individual is currently unavailable for ownership Happens even if I try using other groups or other individuals. Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How to set up assignee automatically
This is only available as a selection in the Incident rules such as Round Robin after you select to use the assignment engine. -Original Message- From: sayana dixit sayanadi...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Sep 20, 2010 3:06 pm Subject: How to set up assignee automatically ** Hi All, Can some one guide me through the steps to set up Assignee automatically for a specific support group while creating an incident ticket. ITSM 7.5 Regards Sayana _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Catalog CMDB Admin Access
** Atrium Admin Guide provides details concerning Permissions. You may need to add a new group to tie to a role to do what you need. -Original Message- From: Boyd, Rebecca E. boy...@wfu.edu To: arslist arslist@ARSLIST.ORG Sent: Fri, Sep 17, 2010 8:49 am Subject: Service Catalog CMDB Admin Access ** Good morning, Does anyone know of a way to give someone access to the Service Catalog without giving them full CMDB administrator access? Atrium CMDB 7.5.00 patch 3 Thanks and TGIF! Rebecca Rebecca Boyd Application Administrator Information Systems 336.758.5671 _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Reset NextID
ARschema table NextID field. -Original Message- From: Tommy Morris tommy.mor...@radioshack.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Sep 17, 2010 10:39 am Subject: Reset NextID ** I cannot remember for the life of me, how do you reset the NextID numbers in Remedy 7.5? We are migrating from Remedy 5.5 to AR7.5 ITSM 7.6 and I need to bump the PR and PO numbers to start at current system number +1000. Tommy Morris RSTS Remedy Developer 817-415-6898 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6 email notification default?
You need to open the form that the defaults are held on and you do a modify all to update the notification to email. -Original Message- From: Charlie Wilson wilsonc...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 16, 2010 7:39 pm Subject: ITSM 7.6 email notification default? ** ARS 7.5, ITSM 7.6. When we create a new ITSM user their notification settings are always set to alert by default. Short of making changes to ITSM objects, there appears to be no way to change the system default notification profiles from alert to email. Each new user account we create we must define a new set of personal notification profiles that will alert them by email rather than alert. I've searched the docs and ITSM configuration and I have not been able to find a setting for this. Can someone give me a tip on where to configure ITSM so that when a new user account (people record) is created their notifications will default to email and not alert? Thanks, Charlie _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs
Thanks, it works as it is supposed to. The funny part is that the Dialog form
which is listed as a display only is actually a join of Change. I found this
out when I needed to add the Date field to the Work Info Dialog and support
provided the answer, the field is already there on the join.
-Original Message-
From: JD Hood hood...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Sep 13, 2010 5:19 pm
Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change
Dialogs
** Turns out, it's a fairly simple fix...
For the Operational Tier 1+ field, I only had to modifiy the one AL Leonard
mentioned (CHG:CRQ:ServiceCatTier1List_100_R0-Dialog) by adding CHG:Change
Dialogs to the form list.
For the Product Name+ field, little more involved, but still not too bad...
Check the AL's that start with, CHG:CRQ:ProdName(2)Search_0...
I just added the form CHG:Change Dialogs to the forms list (with the below
exception) and it worked.
For the one AL, CHG:CRQ:ProdName(2)Search_025_R5-, it wouldn't work when I
tried to share it (like you said, the field ID's were different). So, I copied
it to a new AL (save as) and replaced the form, so that the only form listed
was CHG:Change Dialogs. To fix the field ID problems, I modified the Set-Fields
qual to:
'Company' = $Location Company$) OR ('Company' = - Global -)) AND
($Location Company$ != $NULL$)) OR ($Location Company$ = )) AND (('Product
Categorization Tier 1' = $z1D Char01$) OR ($z1D Char01$ = )) AND (('Product
Categorization Tier 2' = $z1D Char02$) OR ($z1D Char02$ = )) AND (('Product
Categorization Tier 3' = $z1D Char03$) OR ($z1D Char03$ = )) AND
('Status-PDC' = Enabled) AND ('Status-PDA' = Enabled) AND ('Product ID' =
$z1D Char05$) AND ('Change Management Selection' = Yes)
So, unless BMC Support provides a different resolution, it seems to work for
the three use cases (no-match, single-match, multi-match). And it's easy enough
to roll-back in any event.
Thanks again!
J.D. Hood
On Mon, Sep 13, 2010 at 4:45 PM, Roger Justice rjust2...@aol.com wrote:
** The fields have different DBIDs is why I have not tried.
-Original Message-
From: JD Hood hood...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Sep 13, 2010 3:52 pm
Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change
Dialogs
**
Looks like you're right! Leonard's check of 7.6.03 appears to show a fix... But
I don't think we will be upgrading from 7.6.00 just yet, so I think I'll just
add the forms to the AL's and see what happens while I'm waiting for BMC to
respond (I went ahead and submitted an issue).
Thanks Guys!
J.D. Hood
On Mon, Sep 13, 2010 at 3:43 PM, Roger Justice rjust2...@aol.com wrote:
** These have both been reported as bugs and Will be fixed in a future release.
I had them as well.
-Original Message-
From: Neely, Leonard lne...@columnit.com
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Sep 13, 2010 3:25 pm
Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change
Dialogs
**
JD,
I am on ARS/ITSM 7.6.03, and for me, hitting enter in that field opens up a
dialog window from which to select a Tier 1 Category.
The AL that fires is CHG:CRQ:ServiceCatTier1List_100R0-Dialog. For HelpDesk
it is HPD:HDD:List_100_R0-Dialog
HTH
Leonard Neely
Column Technologies, Inc.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of JD Hood
Sent: Monday, September 13, 2010 11:48 AM
To: arslist@ARSLIST.ORG
Subject: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs
** Folks,
In Change Mgmt v7.6, using the best practices view for the CHG:Infrastructure
Change form in either new or modify mode, you get to the Categorizations
fields via a dialog in the Quick Links menu.
That dialog is the Categorizations View VUI of the CHG:Change Dialogs form.
When it opens, I note that the Operational Cat Tier-1 and the Product-Name
fields both have the + in their field labels, indicating there is some
on-return functionality. However, it does nothing for me. Logging show
nothing is firing on-return either.
I checked Dev-Studio's Show Relationships feature and it lists quite a few
related active links for that field, but I didn't see any that had the expected
on-return functionality.
If you have access to a v7.6 ITSM or CHG-Mgmt system, would you be so kind as
to check that dialog and let me know if you have on-return functionality on
either of those fields? I'm just trying to verify what I'm seeing to determine
if it works as BMC intended or if something didn't install right...
Thanks!
JDHood
hood.jdATgmail.com
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Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs
These have both been reported as bugs and Will be fixed in a future release. I had them as well. -Original Message- From: Neely, Leonard lne...@columnit.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Sep 13, 2010 3:25 pm Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs ** JD, I am on ARS/ITSM 7.6.03, and for me, hitting enter in that field opens up a dialog window from which to select a Tier 1 Category. The AL that fires is CHG:CRQ:ServiceCatTier1List_100R0-Dialog. For HelpDesk it is HPD:HDD:List_100_R0-Dialog HTH Leonard Neely Column Technologies, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of JD Hood Sent: Monday, September 13, 2010 11:48 AM To: arslist@ARSLIST.ORG Subject: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs ** Folks, In Change Mgmt v7.6, using the best practices view for the CHG:Infrastructure Change form in either new or modify mode, you get to the Categorizations fields via a dialog in the Quick Links menu. That dialog is the Categorizations View VUI of the CHG:Change Dialogs form. When it opens, I note that the Operational Cat Tier-1 and the Product-Name fields both have the + in their field labels, indicating there is some on-return functionality. However, it does nothing for me. Logging show nothing is firing on-return either. I checked Dev-Studio's Show Relationships feature and it lists quite a few related active links for that field, but I didn't see any that had the expected on-return functionality. If you have access to a v7.6 ITSM or CHG-Mgmt system, would you be so kind as to check that dialog and let me know if you have on-return functionality on either of those fields? I'm just trying to verify what I'm seeing to determine if it works as BMC intended or if something didn't install right... Thanks! JDHood hood.jdATgmail.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs
The fields have different DBIDs is why I have not tried. -Original Message- From: JD Hood hood...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Sep 13, 2010 3:52 pm Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs ** Looks like you're right! Leonard's check of 7.6.03 appears to show a fix... But I don't think we will be upgrading from 7.6.00 just yet, so I think I'll just add the forms to the AL's and see what happens while I'm waiting for BMC to respond (I went ahead and submitted an issue). Thanks Guys! J.D. Hood On Mon, Sep 13, 2010 at 3:43 PM, Roger Justice rjust2...@aol.com wrote: ** These have both been reported as bugs and Will be fixed in a future release. I had them as well. -Original Message- From: Neely, Leonard lne...@columnit.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Sep 13, 2010 3:25 pm Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs ** JD, I am on ARS/ITSM 7.6.03, and for me, hitting enter in that field opens up a dialog window from which to select a Tier 1 Category. The AL that fires is CHG:CRQ:ServiceCatTier1List_100R0-Dialog. For HelpDesk it is HPD:HDD:List_100_R0-Dialog HTH Leonard Neely Column Technologies, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of JD Hood Sent: Monday, September 13, 2010 11:48 AM To: arslist@ARSLIST.ORG Subject: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs ** Folks, In Change Mgmt v7.6, using the best practices view for the CHG:Infrastructure Change form in either new or modify mode, you get to the Categorizations fields via a dialog in the Quick Links menu. That dialog is the Categorizations View VUI of the CHG:Change Dialogs form. When it opens, I note that the Operational Cat Tier-1 and the Product-Name fields both have the + in their field labels, indicating there is some on-return functionality. However, it does nothing for me. Logging show nothing is firing on-return either. I checked Dev-Studio's Show Relationships feature and it lists quite a few related active links for that field, but I didn't see any that had the expected on-return functionality. If you have access to a v7.6 ITSM or CHG-Mgmt system, would you be so kind as to check that dialog and let me know if you have on-return functionality on either of those fields? I'm just trying to verify what I'm seeing to determine if it works as BMC intended or if something didn't install right... Thanks! JDHood hood.jdATgmail.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs
Thanks I will try it tomorrow.
-Original Message-
From: JD Hood hood...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Sep 13, 2010 5:19 pm
Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change
Dialogs
** Turns out, it's a fairly simple fix...
For the Operational Tier 1+ field, I only had to modifiy the one AL Leonard
mentioned (CHG:CRQ:ServiceCatTier1List_100_R0-Dialog) by adding CHG:Change
Dialogs to the form list.
For the Product Name+ field, little more involved, but still not too bad...
Check the AL's that start with, CHG:CRQ:ProdName(2)Search_0...
I just added the form CHG:Change Dialogs to the forms list (with the below
exception) and it worked.
For the one AL, CHG:CRQ:ProdName(2)Search_025_R5-, it wouldn't work when I
tried to share it (like you said, the field ID's were different). So, I copied
it to a new AL (save as) and replaced the form, so that the only form listed
was CHG:Change Dialogs. To fix the field ID problems, I modified the Set-Fields
qual to:
'Company' = $Location Company$) OR ('Company' = - Global -)) AND
($Location Company$ != $NULL$)) OR ($Location Company$ = )) AND (('Product
Categorization Tier 1' = $z1D Char01$) OR ($z1D Char01$ = )) AND (('Product
Categorization Tier 2' = $z1D Char02$) OR ($z1D Char02$ = )) AND (('Product
Categorization Tier 3' = $z1D Char03$) OR ($z1D Char03$ = )) AND
('Status-PDC' = Enabled) AND ('Status-PDA' = Enabled) AND ('Product ID' =
$z1D Char05$) AND ('Change Management Selection' = Yes)
So, unless BMC Support provides a different resolution, it seems to work for
the three use cases (no-match, single-match, multi-match). And it's easy enough
to roll-back in any event.
Thanks again!
J.D. Hood
On Mon, Sep 13, 2010 at 4:45 PM, Roger Justice rjust2...@aol.com wrote:
** The fields have different DBIDs is why I have not tried.
-Original Message-
From: JD Hood hood...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Sep 13, 2010 3:52 pm
Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change
Dialogs
**
Looks like you're right! Leonard's check of 7.6.03 appears to show a fix... But
I don't think we will be upgrading from 7.6.00 just yet, so I think I'll just
add the forms to the AL's and see what happens while I'm waiting for BMC to
respond (I went ahead and submitted an issue).
Thanks Guys!
J.D. Hood
On Mon, Sep 13, 2010 at 3:43 PM, Roger Justice rjust2...@aol.com wrote:
** These have both been reported as bugs and Will be fixed in a future release.
I had them as well.
-Original Message-
From: Neely, Leonard lne...@columnit.com
To: arslist arslist@ARSLIST.ORG
Sent: Mon, Sep 13, 2010 3:25 pm
Subject: Re: ITSM v7.6: Behavior of Categorization Fields on CHG:Change
Dialogs
**
JD,
I am on ARS/ITSM 7.6.03, and for me, hitting enter in that field opens up a
dialog window from which to select a Tier 1 Category.
The AL that fires is CHG:CRQ:ServiceCatTier1List_100R0-Dialog. For HelpDesk
it is HPD:HDD:List_100_R0-Dialog
HTH
Leonard Neely
Column Technologies, Inc.
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of JD Hood
Sent: Monday, September 13, 2010 11:48 AM
To: arslist@ARSLIST.ORG
Subject: ITSM v7.6: Behavior of Categorization Fields on CHG:Change Dialogs
** Folks,
In Change Mgmt v7.6, using the best practices view for the CHG:Infrastructure
Change form in either new or modify mode, you get to the Categorizations
fields via a dialog in the Quick Links menu.
That dialog is the Categorizations View VUI of the CHG:Change Dialogs form.
When it opens, I note that the Operational Cat Tier-1 and the Product-Name
fields both have the + in their field labels, indicating there is some
on-return functionality. However, it does nothing for me. Logging show
nothing is firing on-return either.
I checked Dev-Studio's Show Relationships feature and it lists quite a few
related active links for that field, but I didn't see any that had the expected
on-return functionality.
If you have access to a v7.6 ITSM or CHG-Mgmt system, would you be so kind as
to check that dialog and let me know if you have on-return functionality on
either of those fields? I'm just trying to verify what I'm seeing to determine
if it works as BMC intended or if something didn't install right...
Thanks!
JDHood
hood.jdATgmail.com
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Re: Developer studio encounter out of memory error while importing a whole Appliaction
No, there is a patch 4 that was released. -Original Message- From: jiangxiaofeng86 jiangxiaofen...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Sat, Sep 11, 2010 11:43 am Subject: Developer studio encounter out of memory error while importing a whole Appliaction Hello arslist, Win 2003 32bit(virtual machine) JDK 1.6 32bit Developer studio 7.5.03 AR Server 7.5.03 Is there a 64bit version of Developer studio? Regards, 2010-09-11 Jiang Xiaofeng 江晓峰 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Atrium Core Console Filter
1. You do not pull them in the integration with ADDM will push them to the dataset that is either created with the ADDM integration of if this is the Tideway version you have to create the dataset per the instructions. The servers will be pushed to this dataset snd to the CI type of computer system. -Original Message- From: Samuel A. Morris s...@up.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 9, 2010 5:39 pm Subject: Atrium Core Console Filter ** Hello List, I'm using AR 7.5 patch 4 and CMDB 7.6 patch 1, running on Redhat RHEL 5. I'm new to this world, and it may very well be that I'm trying to do something that is not supported. Using ADDM 8.1, I've gathered some 7000 CIs, of which, about 2000 are servers. All of the servers have one of two unique naming conventions. My goal is to pull just the servers into sandbox for Demo, then promote them into BMC.ASSET. When I go into Atrium Core Console, then into Explorer, then choose the Find accordion folder/tab, if I simply choose Search I get back all of the CIs. But I've been unable to filter this list at all, using any of the built in options. For instance, if I choose Computer with OS and then for the OS Type, choose Linux and click Search, I get zero results back. Even though I know there are hundreds of CIs with a Linux OS, and can see them when I do the unqualified search. If I can figure out how to accomplish this one search/display filter, I imagine I can apply the same principle to others. Can someone please tell me what I'm missing (or the relevant documentation that will help)? I've read hundreds of pages in the BMC online documentation as well as an RMI CMDB course booklet (600 pages itself - nothing to sneeze at) :) and have so far been unsuccessful. Thanks, Sam -- Sam Morris Service Assurance Union Pacific Railroad, Omaha NE 402-544-2443 (Office) 402-490-8775 (Cellular) email: sam -a-t- up (-period-) com ** This message and any attachments contain information from Union Pacific which may be confidential and/or privileged. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this message is strictly prohibited by law. If you receive this message in error, please contact the sender immediately and delete the message and any attachments. ** _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Atrium Core Console Filter
** You will want to use the reconciliation engine and you will need to modify your Identification rules to only computer systems that meet your criteria. My present customer is using ADDM 8.1 and the naming convention as well as the Product categorizations are interesting.Do you have Asset Management loaded? if you do I would suggest that you use it to review your computer systems. You can also open the form BMC_BaseElement that will allow you to select your specific dataset and CI Type to review you data. I do have one question, how much experience do you have with CMDB? -Original Message- From: Samuel A. Morris s...@up.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 9, 2010 8:06 pm Subject: Re: Atrium Core Console Filter ** Thank you for your reply Roger. Please accept my apology for being ambiguous in my question. I have ran Discovery with the Tideway/ADDM appliance. I've ran the cmdb sync from Tideway's Berkeley database and pushed it into BMC.ADDM. For the CI Type Computer System, I have the 2000 or so servers, but I also have 4000 workstations, and other odds and ends that have been classified as Computer System. At this point, I wish to only take the actual Redhat, Windows, and Novell servers from BMC.ADDM and get them into BMC.ASSET. Using the Atrium Core Console as I explained below, I had hoped to be able to list all of the Computer Systems that are in fact, Servers, and not list the Computer Systems that are workstations, etc. Once I can view the servers reliably, my next chore is to get them into BMC.ASSET via Reconciliation Job, or by whatever means is preferred. Respectfully, Sam -- Sam Morris Service Assurance Union Pacific Railroad, Omaha NE 402-544-2443 (Office) 402-490-8775 (Cellular) email: sam at up (-period-) com Roger Justice ---09/09/2010 05:35:47 PM---** 1. You do not pull them in the integration with ADDM will push them to the dataset that is either created with the ADDM inte Roger Justice rjust2...@aol.com Sent by: "Action Request System discussion list(ARSList)" arslist@ARSLIST.ORG 09/09/2010 05:35 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Atrium Core Console Filter ** 1. You do not pull them in the integration with ADDM will push them to the dataset that is either created with the ADDM integration of if this is the Tideway version you have to create the dataset per the instructions. The servers will be pushed to this dataset snd to the CI type of computer system. -Original Message- From: Samuel A. Morris s...@up.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Sep 9, 2010 5:39 pm Subject: Atrium Core Console Filter ** Hello List, I'm using AR 7.5 patch 4 and CMDB 7.6 patch 1, running on Redhat RHEL 5. I'm new to this world, and it may very well be that I'm trying to do something that is not supported. Using ADDM 8.1, I've gathered some 7000 CIs, of which, about 2000 are servers. All of the servers have one of two unique naming conventions. My goal is to pull just the servers into sandbox for Demo, then promote them into BMC.ASSET. When I go into Atrium Core Console, then into Explorer, then choose the "Find" accordion folder/tab, if I simply choose "Search" I get back all of the CIs. But I've been unable to filter this list at all, using any of the "built in" options. For instance, if I choose "Computer with OS" and then for the "OS Type", choose "Linux" and click "Search", I get zero results back. Even though I know there are hundreds of CIs with a Linux OS, and can see them when I do the unqualified search. If I can figure out how to accomplish this one search/display filter, I imagine I can apply the same principle to others. Can someone please tell me what I'm missing (or the relevant documentation that will help)? I've read hundreds of pages in the BMC online documentation as well as an RMI CMDB course booklet (600 pages itself - nothing to sneeze at) :) and have so far been unsuccessful. Thanks, Sam -- Sam Morris Service Assurance Union Pacific Railroad, Omaha NE 402-544-2443 (Office) 402-490-8775 (Cellular) email: sam -a-t- up (-period-) com ** This message and any attachments contain information from Union Pacific which may be confidential and/or privileged. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this message is strictly prohibited by law. If you receive this message in error, please contact the sender immediately and delete the message and any attachments. ** _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ ** This message and any attachments contain information from Union Pacific which may be confidential and/or privileged. If you are not the intended recipient, be
Re: DSO from ARS 7.0.1 to 7.5 (ARDSERR 303)
7.1 was different enogh that cmdb has to have a dot release 2.1. -Original Message- From: Peter Westergaard rem...@westergaard.ca To: arslist arslist@ARSLIST.ORG Sent: Fri, Sep 3, 2010 11:54 am Subject: Re: DSO from ARS 7.0.1 to 7.5 (ARDSERR 303) Strange Development: When I added non-core fields to the target form, they were populated with ata, even when they were not listed in the custom mapping. I conclude that he server is simply not respecting Custom Mapping, and reverts to Map by ield ID even though it's not selected. (Again, this refers to the 7.0.1 - 7.5 DSO operation. The 7.5 - 7.0.1 peration still returns ARDSERR 303, form not found). I wonder if there was a big jump between 7.0.1 and 7.1 in either DSO or in ome other API/architecture that DSO relies on. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Data transfer between Incident and Service Request.
On the Incident Rules form have you get Create Service Request checked yes? -Original Message- From: Christine christineperryi...@yahoo.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Aug 27, 2010 11:42 am Subject: Data transfer between Incident and Service Request. We have both Incident 7.0.03 and SRM 2.2. When a Service Request reates an Incident the SR InstanceID field is pushed to the Incident RInstanceID field. However, when the helpdesk creates an Incident the ubsequent SR InstanceID is not pushed back to the INC, although other nformation is, such as the AppRequestID (i.e.: REQ9371). So know information comes back to the INC. Based on this occasionally common InstanceID data I can push the esolution from the INC to the SR. I want to push the resolution from he INC to the related SR. I know I can do this when the Incident is esolve based on the SR Request Number. I want to understand how the emedy OOB code sends data from the SR back to the originating ncident during the creation process. This is now ‘understanding hallenge’ for me. I logged the workflow for ACTL and Filter when submitting an INC and he subsequent SR creation. I see where the filter RM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID nd the SRInstanceID to the SRM:AppInstanceBridge from. The ppRequestID (i.e.: REQ….) is later pushed to the originating ncident. However, the SRInstanceID data does not subsequently get ushed to the originating Incident. In a series of filters called in a looping routine, various nformation is pushed to the CAI:EventParams form. One piece of info hat is included in this looping to the CAI:EventParams form is the ppReqestID (REQ000..) number. Is the CAI:EventParams form the key to etting the Service Request InstanceID to the INC SRInstanceID? After that, I can’t see how the data is moving from the AI:EventParams form to the INC form. Do the entries on this form get valuated and then pushed to a designated form based on a field value n the form? If so, I can examine the various filters that are called n this particular process and create a new one based on those xamples. I know this is rather vague and more of a learning request than a roke-fix request. If it is inappropriate to ask here just say so. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Reopening an SLA in version 6
You need to review your qualification for the Service Target. Neither the SLA or SLM application review the entries previously created. -Original Message- From: Benedetto Cantatore bcant...@emerginghealthit.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Aug 26, 2010 10:48 am Subject: Reopening an SLA in version 6 ** ARS 6.3 Patch 21 SLA 6.0 Hoping somene remembers the good ol SLA 6 days :o) I have an SLA where the Resolution time is 4 hours. If I resolve the ticket in 3 hours, The SLA status changes from In Progress to Met. If for any reason I reopen the ticket no new SLA is attached. Is there a way to do that in SLA 6? I know in SLM this is possible, I am just wondering if this was a limitation in SLA 6. TIA Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Moving CMDB 7.1 to 7.6
review the documentation for cmdbdriver. Also remeber you are going from CMDB 2.1 to Atrium Core 7.6. There are a lot of new features you want to review prior to extending the model. -Original Message- From: Jase Brandon jasebran...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Aug 25, 2010 4:37 pm Subject: Moving CMDB 7.1 to 7.6 ** Hello All, We are planning to upgrade from 7.1 to 7.6 in the next few months so I am doing early planning to move business critical customizations from 7.1 to 7.6. CMDB Customizations seem to be the biggest challenge. Our CMDB has 23 highly customized classes. Of those... roughly eight of them are totally Custom Classes created for our company. Other than the below plan, I am at a loss for the best/fastest way to port our 7.1 CMDB forms/data over to 7.6 CMDB. For OOTB CMDB Classes: 1) Ensure all custom fields from 7.1 CMDB forms exist on 7.6 OOTB CMDB forms. 2) Export custom workflow via .def import from 7.1 to 7.6 respective CMDB form once fields exist. 3) Data move 4) Test functionality For Custom created classes: 1) Create new custom class on 7.6., add custom fields. 2) Export custom workflow via .def import from 7.1 to 7.6 respective custom CMDB form. 3) Data move 4) Test functionality I am planning to do this manually since we have had issues in the past using the 7.1 cmdbdriver.exe to move forms from server to server. (mainly that it didn't work) :-) What best practices have the listers used for this excercise? Any advice is appreciated. This looks like a lengthy process - I am estimating 5 days for each of the 23 forms. My goal is to find a faster/better way than spending 123 days of manual creation/verification. Thanks in advance, Jase Brandon Remedy Developer Quality Technology Services ARS 7.1 SQL Server Windows 2003 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SHR:Assignment Equivalent in ITSM 7.6
This is now Autoassignment and is under foundation data in the Application Admin form. There is not assignment to an individual except for selection by round robin, maximum tickets..etc. Download the ITSM configuration guide to review how Autoassignment works. -Original Message- From: Keith Sinclair addison1...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Mon, Aug 2, 2010 5:44 pm Subject: SHR:Assignment Equivalent in ITSM 7.6 ** I've been tasked to migrate some custom built ITSM code from 6.x to a 7.6 Environment which made calls back to the SHR:Assignment form. Given the changes from the old way of doing things to the new, such as SHR:People becoming CTM:People, I'm a bit lost with some of the new forms as I'm just finding my way around my first 7.6 system. Is there still the SHR:Assignment for in one way or another or has it been replaced by new workflow? _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Dependency question
It is easy to determine when the last Task has been completed for the task and the parent Change Number is on the task. If multiple Changes are children on a parent Change this relationship is held on another form and would be difficult to do the workflow since you could have two child changes. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jul 30, 2010 9:49 am Subject: Change Dependency question ** I know that if a Change Request has Tasks beneath it, that the CR will be automatically set to Completed when the last subordinate Task status is set to Completed. This allows a Closedown Review-type of notification and Approval to automatically go out. Does that work the same way with CRs that are dependent (children) upon another (parent) CR? The docs, BMC KB and even Google are bereft of information on this. Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Update Attachments?
Save/Edit/re-attach. Attachments should not be modified as if you are in a document management system. -Original Message- From: Blankenship, Mark G mark.blankens...@austin.utexas.edu To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 29, 2010 10:28 am Subject: Update Attachments? Listers, Is it possible to edit and save changes to an attached file? Or do you have to save/edit/and re-attach? Thanks, Mark Mark Blankenship Business Analyst Office of Information Management Analysis The University of Texas at Austin (512)475-7820 m...@austin.utexas.edu ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Management question
I tried to create a child Release to a Change and it is not lited as an option on the Change Relationships tab. This was ITSM 7.6 no Patch. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jul 23, 2010 1:34 pm Subject: Re: Change Management question ** Thanks, Guillaume. The OOB Change Calendar has already been identified as an issue, due to its limitations on time periods. We are looking at options there. Collision and Impact aren't really going to be used by the customer at first, though as their CM processes mature and their CI data gets more complete, they intend to get there. And we intend to attach the affected CIs to the child RFCs, not the Parent, though we're open to relating them to the Release records instead if that works better. So is what you are saying that the only subordinate records from a Parent RFC should be Release records, not other RFCs? Does using that in a 3-tiered scenario cause other problems from a functional standpoint? As long as we can tie the records together (which we can) and have Approval gates for all of them (which we can), and maintain controls over who updates each (which we can), the Change Calendar is of little real consequence, since we'll be giving the CAB a printed report anyway. Rick On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault guilla...@dcshq.com wrote: ** Rick, Having parent or master changes that have days or months for implementation may not be a good idea, because it is going to mess up your change calendars, whether your OOTB ITSM change calendar, or any other calenda (BTW, take a look at the Kinetic calendar, it is awesome and really simple to set up), unless you filter out this parent changes by the change type or something else. Other things that will be messed up are is the new 7.5 collision detection and impact analysis. I am running into this specific situation right now and it is not clean... it is actually cludgy. I advise you to stay away from that scenario as much as possible from day one. I agree with Roger that these kind of parent changes should find their place in the release module somehow, and not in the change module. This implies of course using another module, training,etc, but in the end it will be much cleaner from a process, data and reporting perspectives. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] Sent: Thursday, July 22, 2010 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management question ** We intend to log the actual work in Release, but we want local RFCs to track the scheduling of the change, which would have different acceptable maintenance windows at each location. So the parent change would give, say, a 30 day window for implementation, and each child RFC logs where within that window the individual location will do their change. Does that seem like a sound structure, Roger, or should everything underneath the parent RFC be based in Release? Rick On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice rjust2...@aol.com wrote: ** This would be better handled by Release. I know that the parent in either case cannot be closed until the children changes are completed. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 22, 2010 11:26 am Subject: Change Management question ** We are looking to use CM (7.5) like this: One Project or Release RFC that would dictate what needed to be done at multiple locations. Then subordinate RFCs would be created at each location to handle the exact scheduling and implementation. My question is whether the Parent/Child RFC process works like the RFC/Task process, in that closing the last task in an RFC auto-closes it and/or if the Parent RFC is prevented from being closed until all of the children are closed. Just trying to get a handle on the degree of dependence or control the parent RFC has on the subordinate RFC, and vice versa. Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Management question
Calendar has already been identified as an issue, due to its limitations on time periods. We are looking at options there. Collision and Impact aren't really going to be used by the customer at first, though as their CM processes mature and their CI data gets more complete, they intend to get there. And we intend to attach the affected CIs to the child RFCs, not the Parent, though we're open to relating them to the Release records instead if that works better. So is what you are saying that the only subordinate records from a Parent RFC should be Release records, not other RFCs? Does using that in a 3-tiered scenario cause other problems from a functional standpoint? As long as we can tie the records together (which we can) and have Approval gates for all of them (which we can), and maintain controls over who updates each (which we can), the Change Calendar is of little real consequence, since we'll be giving the CAB a printed report anyway. Rick On Fri, Jul 23, 2010 at 1:22 PM, Guillaume Rheault guilla...@dcshq.com wrote: ** Rick, Having parent or master changes that have days or months for implementation may not be a good idea, because it is going to mess up your change calendars, whether your OOTB ITSM change calendar, or any other calenda (BTW, take a look at the Kinetic calendar, it is awesome and really simple to set up), unless you filter out this parent changes by the change type or something else. Other things that will be messed up are is the new 7.5 collision detection and impact analysis. I am running into this specific situation right now and it is not clean... it is actually cludgy. I advise you to stay away from that scenario as much as possible from day one. I agree with Roger that these kind of parent changes should find their place in the release module somehow, and not in the change module. This implies of course using another module, training,etc, but in the end it will be much cleaner from a process, data and reporting perspectives. Guillaume From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] Sent: Thursday, July 22, 2010 11:36 AM To: arslist@ARSLIST.ORG Subject: Re: Change Management question ** We intend to log the actual work in Release, but we want local RFCs to track the scheduling of the change, which would have different acceptable maintenance windows at each location. So the parent change would give, say, a 30 day window for implementation, and each child RFC logs where within that window the individual location will do their change. Does that seem like a sound structure, Roger, or should everything underneath the parent RFC be based in Release? Rick On Thu, Jul 22, 2010 at 11:30 AM, Roger Justice rjust2...@aol.com wrote: ** This would be better handled by Release. I know that the parent in either case cannot be closed until the children changes are completed. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 22, 2010 11:26 am Subject: Change Management question ** We are looking to use CM (7.5) like this: One Project or Release RFC that would dictate what needed to be done at multiple locations. Then subordinate RFCs would be created at each location to handle the exact scheduling and implementation. My question is whether the Parent/Child RFC process works like the RFC/Task process, in that closing the last task in an RFC auto-closes it and/or if the Parent RFC is prevented from being closed until all of the children are closed. Just trying to get a handle on the degree of dependence or control the parent RFC has on the subordinate RFC, and vice versa. Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Management question
This would be better handled by Release. I know that the parent in either case cannot be closed until the children changes are completed. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 22, 2010 11:26 am Subject: Change Management question ** We are looking to use CM (7.5) like this: One Project or Release RFC that would dictate what needed to be done at multiple locations. Then subordinate RFCs would be created at each location to handle the exact scheduling and implementation. My question is whether the Parent/Child RFC process works like the RFC/Task process, in that closing the last task in an RFC auto-closes it and/or if the Parent RFC is prevented from being closed until all of the children are closed. Just trying to get a handle on the degree of dependence or control the parent RFC has on the subordinate RFC, and vice versa. Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Dev Studio Install: Can I do this on a PC with Admin v7.0.x; can two java versions be installed?
I already had the Admin tool version 7.1 and then loaded the Dev Studio. The only issue was I needed Client 7.5 to work on ITSM 7.5. -Original Message- From: Susan Palmer suzanpal...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Wed, Jul 21, 2010 4:36 pm Subject: Dev Studio Install: Can I do this on a PC with Admin v7.0.x; can two java versions be installed? ** Hi Everyone, I currently have v7.0 Admin on my PC and v7.1 User, our Solaris server is v7.0.1. We are preparing a new server with a new v7.5 install (gave up on upgrade). We do NOT have ITSM. We are custom with leftover Helpdesk v5. I have the Dev Studio installed on a separate PC with basically nothing else on it and it works fine. But the display is small so I'd really like it on my everyday PC. When they said you needed more display space they weren't kidding. Not sure how some of you manage on laptops! I thought I'd install it in a completely separate folder structure and that should keep it separate and I'd be able to run both versions against the appropriate servers. During the install of Dev Studio a message let me know I needed a higher version of Java so I cancelled. I currently have 1.4, it wants 1.5 or higher. After checking the compatibility chart I notice that my current admin tool wants 1.4. And I could not find any definite info on Crystal XI on the PC. Can I install the v1.5 (5.0) Java in a separate folder and not disrupt my current admin tool etc since it's pointed to the existing java folder? When I do the Dev Studio install I can point it to the new v1.5 folder. Do I need the new folder to have a name that lower in the alphabet than the existing just to make sure it's not found first? I'm sure someone has done this and it probably works fine but I'm not interested in doing a rebuild right now and I need confirmation I'll be OK as much as possible. My in-house PC expert is on vacation (how dare he) and I get mixed answers from others. Thanks for your help! Susan Susan Palmer ShopperTrak 200 W Monroe St 11th Floor Chicago, IL 60606 312-529-5325 spal...@shoppertrak.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS 6.3 and RKM 7
If you run the RKM and Hummingbird on a separate server with the proper Tomcat version that should work. The issue will be building the customizations to get to the RKM application from the ITSM/custom app you are running. -Original Message- From: Frank Caruso caruso.fr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jul 16, 2010 12:14 pm Subject: ARS 6.3 and RKM 7 ** Looking to see if anyone has been able to run the following configuration: ARS 6.3 p24 RKM 7 P4 ServletExec 5.0 Hummingbird SS 6 (I know that ServletExec and or version of ARS is no longer supported by BMC.) Thank you. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Arequ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SMS2CMDB 1.6.2
I did this with a customer and they were also using SQL Server 2008 with SCCM. All of the views listed in the AIE mappings are the same. -Original Message- From: Mahendra Mahalkar mahendra.mahal...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 15, 2010 2:38 am Subject: Re: SMS2CMDB 1.6.2 ** Flex, Are you talking about seamless connector (SCCM2CMDB_2.5.02) which integrates SCCM to CMDB? Thanks Regards, Mahendra Mahalkar On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo frexp...@yahoo.fr wrote: ** Dear all, We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like to know if anyone has installed SMS2CMDB 1.6.2 with the followings: ARS 7.1 patch 04 AIE 7.1 patch 04 CMDB 2.1 patch 03 ITSM 703 patch 08 OS: Windows 2003 (x64) DB: MS SQL 2005 Most importantlty I would like to know if the above would work with SMS2CMDB 1.6.2? Anyone done this and would like to share their experience? Any known issues? Any tips and things too watch out for? Many thanks in advance frex _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SMS2CMDB 1.6.2
I installed this last January as a POC and all mappings matched the Views and Fields in SCCM. I pulled data. The customer is still using it. -Original Message- From: Frex Popo frexp...@yahoo.fr To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 15, 2010 8:04 am Subject: Re: SMS2CMDB 1.6.2 ** I am talking about the SMS2CMDB Project v1.6. http://communities.bmc.com/communities/docs/DOC-455;jsessionid=11CEBC442E0B193695DD4F6D1FCCED07 Anyone? I am not sure if the exhanges and mappings have been updated for MS SCCM 2007 R3!! Its probably a matter of installing and ammending all the exchanges and mappings, but would like to hear form someone who already has this working. Many thanks and Regards frex --- En date de : Jeu 15.7.10, Mahendra Mahalkar mahendra.mahal...@gmail.com a écrit : De: Mahendra Mahalkar mahendra.mahal...@gmail.com Objet: Re: SMS2CMDB 1.6.2 À: arslist@ARSLIST.ORG Date: Jeudi 15 juillet 2010, 12h28 ** I have done with the help of seamless connector SCCM2CMDB which have the built-in mapping. These mapping ca also be edited later according to need. Thanks Regards, Mahendra Mahalkar On Thu, Jul 15, 2010 at 3:53 PM, Roger Justice rjust2...@aol.com wrote: ** I did this with a customer and they were also using SQL Server 2008 with SCCM. All of the views listed in the AIE mappings are the same. -Original Message- From: Mahendra Mahalkar mahendra.mahal...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Thu, Jul 15, 2010 2:38 am Subject: Re: SMS2CMDB 1.6.2 ** Flex, Are you talking about seamless connector (SCCM2CMDB_2.5.02) which integrates SCCM to CMDB? Thanks Regards, Mahendra Mahalkar On Thu, Jul 15, 2010 at 1:29 AM, Frex Popo frexp...@yahoo.fr wrote: ** Dear all, We are Planning to integrate the CMDB with MS SCCM 2007 R3. I would like to know if anyone has installed SMS2CMDB 1.6.2 with the followings: ARS 7.1 patch 04 AIE 7.1 patch 04 CMDB 2.1 patch 03 ITSM 703 patch 08 OS: Windows 2003 (x64) DB: MS SQL 2005 Most importantlty I would like to know if the above would work with SMS2CMDB 1.6.2? Anyone done this and would like to share their experience? Any known issues? Any tips and things too watch out for? Many thanks in advance frex _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: New Data Import tool
I have done a lot of importing and have hard coded character fields and did not encounter the problem you are having. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jul 9, 2010 7:49 am Subject: New Data Import tool ** I am using this for the first time, and I don't like it. In addition to it taking longer to map fields, it refuses to both accept a text string into the Character field AND log why it won't. It just gives a popup asking me to confirm that it is skipping each record with a message Record number: For input string: contents of field 1. Anyone seen this behavior and gotten past it? Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: New Data Import tool
7.5 patch 4 -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jul 9, 2010 10:39 am Subject: Re: New Data Import tool Is that with the 7.5 data import tool? Rick From: Roger Justice rjust2...@aol.com Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 9 Jul 2010 10:19:53 -0400 To: arslist@ARSLIST.ORG ReplyTo: arslist@ARSLIST.ORG Subject: Re: New Data Import tool ** I have done a lot of importing and have hard coded character fields and did not encounter the problem you are having. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist arslist@ARSLIST.ORG Sent: Fri, Jul 9, 2010 7:49 am Subject: New Data Import tool ** I am using this for the first time, and I don't like it. In addition to it taking longer to map fields, it refuses to both accept a text string into the Character field AND log why it won't. It just gives a popup asking me to confirm that it is skipping each record with a message Record number: For input string: contents of field 1. Anyone seen this behavior and gotten past it? Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS without ITSM modules
I would suggest you contact a BMC Account Manager in your customers area to get this answer. Any answers from the list are only opinions not factual. -Original Message- From: remedy remedy bmcrem...@gmail.com To: arslist@ARSLIST.ORG Sent: Sat, Jun 26, 2010 11:18 am Subject: ARS without ITSM modules ** Dear all, With the blue licensing scheme that BMC is practicing now i.e. BMC Remedy ITSM Suite, is it still possible for a new customer to purchase ARS Server + fixed/floating users licenses without any ITSM modules? As I am having prospects that fell in love with the Remedy ARS engine and want to use it to build their own business applications. Thank you. Best regards, Ming Yan, Lam _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: TASKS TEMPLATES
If you select one you need all 3 since the SITE ID is what workflow validates. Since it cannot be validated on create the fields are set to Null. -Original Message- From: Patel, Fazila fazila.pa...@siemens.com To: arslist@ARSLIST.ORG Sent: Fri, Jun 25, 2010 7:59 am Subject: TASKS TEMPLATES ** Hi Has anybody experienced this problem before. When you create a Task Template and your Assignee Group is blank but your Assingee Organisation and Assignee Company fields are not and you relate this Task Template to an incident, the Assignee information from the task does not pull through. Is this a bug? Kind regards Fazila Patel Siemens IT Solutions and Services (Pty) Ltd Remedy Administrator Local Production Centre Infrastructure Operations Siemens Southern Africa Tel: +27 11 652 7488 Fax : +27 11 652 7501 Cell : +27 82 922 2322 E-mail: fazila.pa...@siemens.com www.siemens.co.za Disclaimer and Confidentiality Note This e-mail communication, its attachments, if any, and any rights attaching to it are, unless the context clearly indicates otherwise, the property of Siemens Limited. It is confidential, private and intended for the addressee only. If you are not the intended recipient and receive this communication in error, you are hereby notified that any review, copying, use, discloser or distribution in any manner whatsoever is strictly prohibited. Please notify the sender immediately that you have received this e-mail in error and delete the e-mail and any copies of it. Views and opinions expressed in this e-mail are those of the sender unless clearly stated as those of Siemens Limited. Siemens Limited accepts no liability for any loss or damage whatsoever, and howsoever incurred or suffered resulting or arising from the use of this e-mail communication and/or its attachments. Siemens Limited does not warrant the integrity of this e-mail communication nor that it is free of errors, viruses, interception or interference. For more information about Siemens Limited, visit our website at www.siemens.com Siemens Limited Company Registration Number: 1923/007514/06 Registered Address: 300 Janadel Avenue, Halfway House 1685 VAT Registration Number: 4790104428 Chairman: Dr S Russwurm* Chief Executive Officer: SJ Clarkson; Chief Financial Officer: AD Hall Executive Director: AM Mathole Non-Executive Directors: D Hoke*; Dr MI Surve; K Setzin Alternate Directors: R Guntermann*; I Amod; Y Mahomed Company Secretary: V Reddy *German _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: IBRSD ARS Module Install, IBRSD AR Plugin for ITSM
There is a know bug and we were instructed to import the Def files and ARX files. -Original Message- From: Kevin Begosh kbeg...@gmail.com To: arslist@ARSLIST.ORG Sent: Wed, Jun 23, 2010 9:54 am Subject: Re: IBRSD ARS Module Install, IBRSD AR Plugin for ITSM ** okay the server I am trying to install on now is a server group. Do you think I should try and turn that off and then install and turn it back on? I did not see anything in the install guide about a server group. On Tue, Jun 22, 2010 at 6:26 PM, Roger Justice rjust2...@aol.com wrote: ** We did the install on a single server and has some minor issues. We then tried on a Server Group and had major issues requiring importing the Def files and ARX files with the data. -Original Message- From: Kevin Begosh kbeg...@gmail.com To: arslist@ARSLIST.ORG Sent: Tue, Jun 22, 2010 5:26 pm Subject: IBRSD ARS Module Install, IBRSD AR Plugin for ITSM ** okay so this is the first time I am trying to install and not having fun. Has anyone else out there installed the IBRSD AR plugin for ITSM. I am trying to install 7.3.01 version onto ITSM 7.03 Patch 9 AR Server 7.5 Patch 4 CMDB 7.6 Patch 4 SQL 2005 Windows 2003 Server Error I am getting is: IBRSD ARS Module Installation Failed. Probable Cause: IBRSD components are missings from ITSM. -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: IBRSD ARS Module Install, IBRSD AR Plugin for ITSM
We did the install on a single server and has some minor issues. We then tried on a Server Group and had major issues requiring importing the Def files and ARX files with the data. -Original Message- From: Kevin Begosh kbeg...@gmail.com To: arslist@ARSLIST.ORG Sent: Tue, Jun 22, 2010 5:26 pm Subject: IBRSD ARS Module Install, IBRSD AR Plugin for ITSM ** okay so this is the first time I am trying to install and not having fun. Has anyone else out there installed the IBRSD AR plugin for ITSM. I am trying to install 7.3.01 version onto ITSM 7.03 Patch 9 AR Server 7.5 Patch 4 CMDB 7.6 Patch 4 SQL 2005 Windows 2003 Server Error I am getting is: IBRSD ARS Module Installation Failed. Probable Cause: IBRSD components are missings from ITSM. -- Kevin Begosh _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Web Services with ITSM
You need to provide more details concerning the requirement. If they just want to get data created in the other system and not pass back changes this should work if they want to pass data back to the originating system DSO is the better solution. -Original Message- From: Danny Kellett danny.kell...@strategicworkflow.com To: arslist@ARSLIST.ORG Sent: Tue, Jun 15, 2010 9:14 am Subject: Web Services with ITSM ** Hi all, I have a customer who wishes to use Web Services as their main communication between two ITSM systems for incident problem and change. I know this is possible but I was wondering if any of you have had any experiences with this with regards to good or bad really. Also they have specified communication over SSL. Thanks for your time, Kind regards Danny _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Web Services with ITSM
The recommendation is to use the Incident Interface Create form and then the modify form. If it is going to be limited transfer, not all Incidents this should work if it is every Incident WEB Services is not the method to use. -Original Message- From: Danny Kellett danny.kell...@strategicworkflow.com To: arslist@ARSLIST.ORG Sent: Tue, Jun 15, 2010 9:22 am Subject: Re: Web Services with ITSM ** Hi, Yes I know of many better solutions J but its what the customer has asked. The requirement is three communications within the lifecycle of the incident (for example). I have completed a doc with regards to what data has to be where etc I was looking for information on the reliability, ease of use, stability etc of web services with ARS. Thanks From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: 15 June 2010 14:19 To: arslist@ARSLIST.ORG Subject: Re: Web Services with ITSM ** You need to provide more details concerning the requirement. If they just want to get data created in the other system and not pass back changes this should work if they want to pass data back to the originating system DSO is the better solution. -Original Message- From: Danny Kellett danny.kell...@strategicworkflow.com To: arslist@ARSLIST.ORG Sent: Tue, Jun 15, 2010 9:14 am Subject: Web Services with ITSM ** Hi all, I have a customer who wishes to use Web Services as their main communication between two ITSM systems for incident problem and change. I know this is possible but I was wondering if any of you have had any experiences with this with regards to good or bad really. Also they have specified communication over SSL. Thanks for your time, Kind regards Danny _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Help with People interface
The way I have determined what to do is to capture Filter logs when I do a new CTM:People entry. Always create a new form to stage the people data. I also suggest that you do not do filters on create of the entry since errors will back everything out. Do an escalation so that if errors occure you can trouble shoot the entry. All modifications to CTM:People will create the proper entries. Do not change the Login ID. -Original Message- From: Guillermo Alfredo Torres Barron guillermo.torres.bar...@banorte.com To: arslist@ARSLIST.ORG Sent: Mon, May 31, 2010 5:50 pm Subject: Help with People interface Hi dear listers e need to development a interface between human resources database and ITSM .6, with People form, for update staff of our organization, we want to do with eb services and java he questions are: Do we need update others forms apart from People?, Which? Other considerations that we must take into account? ny help is appreciate hanks in advance reetings from Mexico City. __ tentamente uillermo Alfredo Torres Barrón royectos ARS Remedy .. ste correo electronico es confidencial y/o puede contener informacion rivilegiada. i usted no es su destinatario o no es alguna persona autorizada por este para ecibir sus correos electronicos, NO debera usted utilizar, copiar, revelar, o omar ninguna accion basada en este correo electronico o cualquier otra nformacion incluida en el, favor de notificar al remitente de inmediato ediante el reenvio de este correo electronico y borrar a continuacion otalmente este correo electronico y sus anexos. ota: Los acentos y caracteres especiales fueron omitidos para su correcta ectura en cualquier medio electronico. This e-mail is confidential and/or may contain privileged information. f you are not the addressee or authorized to receive this for the addressee, ou must not use, copy, disclose, or take any action based on this message or ny ther information herein, please advise the sender immediately by reply this -mail and delete this e-mail and its attachments. .. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Finding Fields in Developer Studio
Open the Outline window, it lists all of the fields in the view. -Original Message- From: Donald Morton donald.mor...@wal-mart.com To: arslist@ARSLIST.ORG Sent: Fri, May 28, 2010 9:06 am Subject: Finding Fields in Developer Studio ** In Remedy Administrator, when you have a form open, you can click the ‘Find Field’ dropdown, get a list of all the fields, and pick one, and it will take you right to where that field is on the form. Is there an equivalent feature in Developer Studio? I’m having a hard time finding fields without it. This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. *** Walmart Confidential *** *** Walmart Confidential *** _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Finding Fields in Developer Studio
Since the client I am working with gave me a laptop with a 14 monitor with a maximum resolution of 1024x768 it is very difficult to work with. Luckily when I work at home I have a 19 monitor and higer resolution. -Original Message- From: Joe D'Souza jdso...@shyle.net To: arslist@ARSLIST.ORG Sent: Fri, May 28, 2010 3:13 pm Subject: Re: Finding Fields in Developer Studio ** Yup and once you get used to it its a lot more easier and convenient than the Admin tool as you can switch between the Outline pane and the Properties pane and see all the properties of that field in just a single pane You can organize your panes in the developer studio to the way you best would like to view it, and have things like the Navigation pane on your left, the Outline and Properties panes on your right, and the system messages, etc on the bottom and use the center space of the studio to view your objects.. That's how I do it and it works really great. The arrangement is saved on exit of the tool so next time you log in you have the same view.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Donald Morton Sent: Friday, May 28, 2010 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Finding Fields in Developer Studio I see it now. Thanks! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, May 28, 2010 9:11 AM To: arslist@ARSLIST.ORG Subject: Re: Finding Fields in Developer Studio ** Open the Outline window, it lists all of the fields in the view. -Original Message- From: Donald Morton donald.mor...@wal-mart.com To: arslist@ARSLIST.ORG Sent: Fri, May 28, 2010 9:06 am Subject: Finding Fields in Developer Studio ** In Remedy Administrator, when you have a form open, you can click the ‘Find Field’ dropdown, get a list of all the fields, and pick one, and it will take you right to where that field is on the form. Is there an equivalent feature in Developer Studio? I’m having a hard time finding fields without it. This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. *** Walmart Confidential *** _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Developer Studio
The client I am at has ARS 7 and I have not encountered any issues. I have opened a 7.6 HPD:Helpdesk form in 7 admin tool and it can cause a lot of issues since all of the new object types will be deleted if you try to save the form. -Original Message- From: Martinez, Marcelo A marc...@cpchem.com To: arslist@ARSLIST.ORG Sent: Fri, May 28, 2010 4:02 pm Subject: Developer Studio Is it recommended/unsupported/frowned upon/possible to use Developer Studio gainst an ARS7.1 installation? We haven't made the move to 7.5 yet, but I want o familiarize myself with Dev Studio. Thanks - Happy Friday Marcelo ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Finding Fields in Developer Studio
Review the graphical images on the right/below and left it is still there. -Original Message- From: Pruitt, Christopher (Bank of America Account) christopher.pru...@hp.com To: arslist@ARSLIST.ORG Sent: Fri, May 28, 2010 3:28 pm Subject: Re: Finding Fields in Developer Studio Ok, then I have a question, when I am in the Explorer or Developer view and I minimize a view how do I get it back again. I can’t never seem to find it via menus, etc. I was working on a Form and I minimized that view and now I can’t find it. It does not appear anywhere. Christopher Pruitt HP Enterprise Services Bank of America Account | CIA - Integrated Applications | IW Infrastructure Team 972.605.7702 office | christopher.pru...@hp.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, May 28, 2010 2:14 PM To: arslist@ARSLIST.ORG Subject: Re: Finding Fields in Developer Studio ** Yup and once you get used to it its a lot more easier and convenient than the Admin tool as you can switch between the Outline pane and the Properties pane and see all the properties of that field in just a single pane You can organize your panes in the developer studio to the way you best would like to view it, and have things like the Navigation pane on your left, the Outline and Properties panes on your right, and the system messages, etc on the bottom and use the center space of the studio to view your objects.. That's how I do it and it works really great. The arrangement is saved on exit of the tool so next time you log in you have the same view.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Donald Morton Sent: Friday, May 28, 2010 11:06 AM To: arslist@ARSLIST.ORG Subject: Re: Finding Fields in Developer Studio I see it now. Thanks! From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, May 28, 2010 9:11 AM To: arslist@ARSLIST.ORG Subject: Re: Finding Fields in Developer Studio ** Open the Outline window, it lists all of the fields in the view. -Original Message- From: Donald Morton donald.mor...@wal-mart.com To: arslist@ARSLIST.ORG Sent: Fri, May 28, 2010 9:06 am Subject: Finding Fields in Developer Studio ** In Remedy Administrator, when you have a form open, you can click the ‘Find Field’ dropdown, get a list of all the fields, and pick one, and it will take you right to where that field is on the form. Is there an equivalent feature in Developer Studio? I’m having a hard time finding fields without it. This email and any files transmitted with it are confidential and intended solely for the individual or entity to whom they are addressed. If you have received this email in error destroy it immediately. *** Walmart Confidential *** _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: how many characters can be saved in Notes field
SQL stores it as a BLOB 4GB and Oracle stores it as a CLOB 8GB. Anyway that is what I have been told. -Original Message- From: Teresa Fannin teresasfan...@aol.com To: arslist@ARSLIST.ORG Sent: Thu, May 27, 2010 12:56 pm Subject: Re: how many characters can be saved in Notes field ** Well everything has liminations it should be 2m, but I think that number can be increased. Teresa -Original Message- From: Mahesh mchand...@gmail.com To: arslist@ARSLIST.ORG Sent: Thu, May 27, 2010 11:09 am Subject: Re: how many characters can be saved in Notes field ** Notes (Field ID: 100151) is a Zero length field on ITSM 7.x which doesn't have any limitation. Thanks Mahesh On Thu, May 27, 2010 at 10:55 AM, Renjini Johney renjini...@gmail.com wrote: ** Hi All, I would like to know how many characters can be saved in Notes / Detailed description field on ITSM Incident management module. -- Regards, Renjini _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Compatibility(urgent)
This has been discussed multiple times on both the ARS List and the BMCDN. Please do some reviewing of the 2 sites for your answer. -Original Message- From: Arnab Baral arnab...@gmail.com To: arslist@ARSLIST.ORG Sent: Fri, May 21, 2010 3:17 pm Subject: Compatibility(urgent) ** Hi Listers, I was trying to install AR server 7.1 in Windows 7 OS and it failed. It gives an error saying AR server does not support windows 3.x platform. Please suggest and also let me know if AR server 7.5 would work. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Strange fat client behavior...
All visualization is coming from the Mid-Tier and when you modify to use https the fat client will encounter these errors. Check BMCDN I think I saw the solution listed there that last time I had a customer request this. -Original Message- From: Richard Copits richard@bwc.state.oh.us To: arslist@ARSLIST.ORG Sent: Thu, May 20, 2010 1:05 pm Subject: Re: Strange fat client behavior... ** Thanks….let me check that out. I don’t think so but….. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Thursday, May 20, 2010 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Strange fat client behavior... ** Richard, I don’t use the ITSM Suite…but does that console contain any flashboards?those are rendered through the MidTier, and as such, needs to do something with the certificate. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Richard Copits Sent: Thursday, May 20, 2010 9:10 AM To: arslist@ARSLIST.ORG Subject: Strange fat client behavior... ** We have a 7.5 system with the AR sever on one box and the mid-tier on another. We just reinstalled the mid-tier to work with IIS. The lan folks installed a certificate on the IIS server so we can use HTTPS. All of the “web” parts work fine. However, when we use the “fat client” to access the arserver and go into the incident management console selection we get a certificate error. Why is the “fat” client doing anything with the web stuff? Any thoughts? Thanks!! _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Error in Guest Login - ARS 7.6 Requestor Console
1. Are you using Multi-Tenancy? if you are guest users are not allowed. 2. Review the Service Request form which requires a requester, the only way you can have a requester is that the user has a CTM:people record. No Permissions are needed. -Original Message- From: Kali Obsum kali.ob...@macquarie.com To: arslist@ARSLIST.ORG Sent: Tue, May 18, 2010 8:26 pm Subject: Re: Error in Guest Login - ARS 7.6 Requestor Console ** Hi William, Thanks for the reply. However, isn't one of the definitions of an unknown user is that if they don't have an entry in the People form? So it should work even if they're not in the People form. Regards, Kali From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Tuesday, 18 May 2010 9:09 PM To: arslist@ARSLIST.ORG Subject: Re: Error in Guest Login - ARS 7.6 Requestor Console Hi Kali Also the user logged in must be in the People Form and have the appropriate permissions to create the entries you want. Respectfully, William Abdo Verio - Boca Raton Remedy Administration Group 561-912-2434 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kali Obsum Sent: Monday, May 17, 2010 11:16 PM To: arslist@ARSLIST.ORG Subject: Error in Guest Login - ARS 7.6 Requestor Console ** Hi, We're having problems with raising requests in Req Console. We enabled the Allow guest login feature in Requestor Console but whenever we login as an unknown user and raise a request in Req Console, the request is not created. When we check in the View Requests with Errors, all the requests we raised are there with the ff error: ARCreateEntry - The contact cannot be found, please verify the contact information and try again. Error Log: FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service/* Tue May 18 2010 12:23:18.4670 */ Filter Level:0 Number Of Filters:8 Checking HPD:HII:CreateIncident_115_GetPPLInfo_ContactNotFound-E (115) FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service -- Passed -- perform actions FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service0: Message FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service The contact cannot be found, please verify the contact information and try again. FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service Error while performing filter action: Error 48255 FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service Filter HPD:HII:CreateIncident_115_GetPPLInfo_ContactNotFound-E: No enabled error handler Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Error in Guest Login - ARS 7.6 Requestor Console
Open Incident Interface Create form and put in the proxy login to see if it works. If it does you need to capture the SRM push field action that pushes the requester from the Service Request to the Incident. -Original Message- From: Kali Obsum kali.ob...@macquarie.com To: arslist@ARSLIST.ORG Sent: Tue, May 18, 2010 9:05 pm Subject: Re: Error in Guest Login - ARS 7.6 Requestor Console ** 1. Nope, we set it to Single-Tenancy exactly so that the system will allow guest users. 2. The proxy login that the unknown users are mapped to do have a record in the People form. Regards, Kali From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Wednesday, 19 May 2010 9:01 AM To: arslist@ARSLIST.ORG Subject: Re: Error in Guest Login - ARS 7.6 Requestor Console ** 1. Are you using Multi-Tenancy? if you are guest users are not allowed. 2. Review the Service Request form which requires a requester, the only way you can have a requester is that the user has a CTM:people record. No Permissions are needed. -Original Message- From: Kali Obsum kali.ob...@macquarie.com To: arslist@ARSLIST.ORG Sent: Tue, May 18, 2010 8:26 pm Subject: Re: Error in Guest Login - ARS 7.6 Requestor Console ** Hi William, Thanks for the reply. However, isn't one of the definitions of an unknown user is that if they don't have an entry in the People form? So it should work even if they're not in the People form. Regards, Kali From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of William Abdo Sent: Tuesday, 18 May 2010 9:09 PM To: arslist@ARSLIST.ORG Subject: Re: Error in Guest Login - ARS 7.6 Requestor Console Hi Kali Also the user logged in must be in the People Form and have the appropriate permissions to create the entries you want. Respectfully, William Abdo Verio - Boca Raton Remedy Administration Group 561-912-2434 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kali Obsum Sent: Monday, May 17, 2010 11:16 PM To: arslist@ARSLIST.ORG Subject: Error in Guest Login - ARS 7.6 Requestor Console ** Hi, We're having problems with raising requests in Req Console. We enabled the Allow guest login feature in Requestor Console but whenever we login as an unknown user and raise a request in Req Console, the request is not created. When we check in the View Requests with Errors, all the requests we raised are there with the ff error: ARCreateEntry - The contact cannot be found, please verify the contact information and try again. Error Log: FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service/* Tue May 18 2010 12:23:18.4670 */ Filter Level:0 Number Of Filters:8 Checking HPD:HII:CreateIncident_115_GetPPLInfo_ContactNotFound-E (115) FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service -- Passed -- perform actions FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service0: Message FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service The contact cannot be found, please verify the contact information and try again. FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service Error while performing filter action: Error 48255 FLTR TID: 66 RPC ID: 159173 Queue: Prv:390680 Client-RPC: 390680USER: Remedy Application Service Filter HPD:HII:CreateIncident_115_GetPPLInfo_ContactNotFound-E: No enabled error handler Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Best Practice View Services
The services is at the Business Service level. You are listing application/Product Level Names that would support the Business Service. -Original Message- From: Pargeter, Christie :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Mon, May 17, 2010 12:47 pm Subject: Best Practice View Services ** Hi All - We are looking at upgrading from ITSM 7.0.3 to ITSM 7.6.x. One of the big things we are looking at is how we can implement the best practice view, specifically the Services menu on it. We have quite a few product names that are what we understand a single service would be (e.g., data transfer) and these product names assign to half a dozen different teams (Sample product names: Lawson_to_Remedy, Lawson_to_Epic, Epic_to_Lawson. All three would route to a different team if they break.) What I was wondering is how people are handling this or thinking about handling this. Thanks. ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.5 install Incident no item in Service field menu
You can stop this from being required in the Incident Rules form. It is populated from the Business Service form. -Original Message- From: Mike Pingree mping...@speakeasy.net To: arslist@ARSLIST.ORG Sent: Wed, May 12, 2010 1:58 pm Subject: ITSM 7.5 install Incident no item in Service field menu I just installed ITSM 7.5 suite and all seems to be work except when creating an Incident there are no items in the Service field menu which is a required field. What did I forget to configure? or what configuration is required to populate that menu? Thanks, Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mulitple Check boxes on Advance Interface Forms
My first question is Have you been to SRM training? my second question is Can you upgrade to SRM 7.6? You will either need to make these character fields with multi pick menus or create a lot of Active Links that will change the check box into a character field that will be pushed to CHG:Infrastructure Change. You would also need to create multiple changes with the appropriate details. If you are going to add 140 check boxes to the CHG:Infrastructure Change form then you can pass the details without having to use character fields. -Original Message- From: Christine christineperryi...@yahoo.com To: arslist@ARSLIST.ORG Sent: Mon, May 10, 2010 5:14 pm Subject: Mulitple Check boxes on Advance Interface Forms Has anyone used an AIF to create a form with a long list of checkboxes hat indicate a users request for application access? I need to eplace a java web based form with an SRD. The web form is going away ecause of two companies merging; the web form is now considered by anagement something close to nuclear waste and it must be replaced. orks great, has for years, but needs to be gone. I have a basic AIF form (copy of the original) working at a very basic evel. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs uccessfully being sent to just the Detailed Description (Notes) field n the HPD:Help Desk form. That isn’t a lot but at least the base rocess is working. From here, it gets a bit more complicated and I et lost. I need to create an AIF that would be a list of checkbox fields with itles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order anagement’, ‘Inventory Control’ and ‘Work in Progress’. If a person hecked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I eed to indicate this somehow in the HPD:Help Desk form. This being my first major foray into the AIF I’m wondering what is the est way to get the data to the HPD:HelpDesk form. My total list of checkboxes is somewhere around 140 (Placed in ections of course. It is going to be a lengthy listing of Oracle pplications Responsibilities). Does anyone know how to make such a engthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says If an end user response requires a selection field those fields can e placed on the Your Fields tab, and additional workflow with an xecution order of zero can be created to set the field values on the apped tab to the value of those fields. This would be done with the idden fields that are not used to pose questions to the end user. his allows those data types to be mapped automatically using the pre- efined mapping”. What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t hink I can I add fields to the Mapped tab. One last question here – once the form is correct, how do I get the ields to appear as choices in the AOT ‘Add Target Data’ option? Any help would be greatly appreciated. Though I may need to read your esponse several times before understanding it since I’m much more of Remedy Admin than a developer. ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mulitple Check boxes on Advance Interface Forms
I assume you would have it open the related Service Request that could be related to multiple Changes. -Original Message- From: Mahesh mchand...@gmail.com To: arslist@ARSLIST.ORG Sent: Mon, May 10, 2010 5:22 pm Subject: Re: Mulitple Check boxes on Advance Interface Forms ** Why not use Advanced Interface Form without backend mapping and have a button to open the form from the backend application (Incident/Work Order/Change/Release) This will even avoid duplication of data. Thanks Mahesh On Mon, May 10, 2010 at 4:14 PM, Christine christineperryi...@yahoo.com wrote: Has anyone used an AIF to create a form with a long list of checkboxes that indicate a users request for application access? I need to replace a java web based form with an SRD. The web form is going away because of two companies merging; the web form is now considered by management something close to nuclear waste and it must be replaced. Works great, has for years, but needs to be gone. I have a basic AIF form (copy of the original) working at a very basic level. I have values from the Mapped 10-27 and Mapped 28 – 47 tabs successfully being sent to just the Detailed Description (Notes) field on the HPD:Help Desk form. That isn’t a lot but at least the base process is working. From here, it gets a bit more complicated and I get lost. I need to create an AIF that would be a list of checkbox fields with titles such as ‘General Ledger’, ‘Accounts Payable’, ‘Order Management’, ‘Inventory Control’ and ‘Work in Progress’. If a person checked the boxes next to ‘Accounts Payable’ and ‘Inventory Control’ I need to indicate this somehow in the HPD:Help Desk form. This being my first major foray into the AIF I’m wondering what is the best way to get the data to the HPD:HelpDesk form. My total list of checkboxes is somewhere around 140 (Placed in sections of course. It is going to be a lengthy listing of Oracle Applications Responsibilities). Does anyone know how to make such a lengthy checkbox listing work? The SRM 2.2 Admin guide (Pg 341) says “If an end user response requires a selection field those fields can be placed on the Your Fields tab, and additional workflow with an execution order of zero can be created to set the field values on the Mapped tab to the value of those fields. This would be done with the hidden fields that are not used to pose questions to the end user. This allows those data types to be mapped automatically using the pre- defined mapping”. What hidden fields? The ‘Mapped’ tab only has 9 fields and I don’t think I can I add fields to the Mapped tab. One last question here – once the form is correct, how do I get the fields to appear as choices in the AOT ‘Add Target Data’ option? Any help would be greatly appreciated. Though I may need to read your response several times before understanding it since I’m much more of a Remedy Admin than a developer. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Remedy Training
Atlanta and Clearwater belonged to EMS. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Wed, Apr 21, 2010 12:14 pm Subject: Re: Remedy Training ** I know that more and more of their classes are on-line - perhaps it's related to that. Also, the Dallas and Downer's Grove locations aren't BMC offices - they're Column IT's. It's possible that the Atlanta and Clearwater offices belonged to partners as well. Rick On Wed, Apr 21, 2010 at 7:13 AM, Mayfield, Andy L. almay...@southernco.com wrote: Good Morning All, Did BMC close their training facilities in Atlanta? I was checking this morning and they list no courses for that location. Clearwater, FL. was also empty. The only locations I see available in the USA for ARS 7.5 Administering were Dallas, TX and Downer Grove, IL. Andy L. Mayfield Sr. Protection Control Technician Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Shipping Manifest in Remedy
You might be able to do this with a later version that uses the Aeroprise application on a remote devise. -Original Message- From: Sanford, Claire claire.sanf...@memorialhermann.org To: arslist@ARSLIST.ORG Sent: Fri, Apr 16, 2010 12:01 pm Subject: Shipping Manifest in Remedy I am having a hard time wrapping my brain around this one. ur management team wants me to create a shipping manifest. The guy at the dock ould scan the assets into the form, the form would hit the asset record, opulate it and then when he presses a button the form would print out all the ssets scanned in a table like format and update the assets to a shipped to acility status with the new Region/Site/Department. hen the asset is received at the location it is being delivered to the tech ould scan the assets and press a button and they would all be updated with the orrect region site location and status of Deployed. If the asset was not canned in on the 2nd round, it would throw an error up and let them know omething is missing. ny ideas? RS 6.3 elpDesk 6.0 laire ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Tool suggestion
CMDB can do this. The problem you will have is that you would need to upgrade to ARS 7.1 or 7.5 to get a supported version of CMDB. -Original Message- From: lakhes lak...@gmail.com To: arslist@ARSLIST.ORG Sent: Wed, Apr 14, 2010 7:33 pm Subject: Tool suggestion ** Hi Listners, I needed some Tool recommendations to slove the problem that we are having We use Remedy 6.3 ARS and Customer support module 5.6. We have asset which we track with issues and we can relate asset to issue. Now our eng usually log on to customer site via SHS and try to solve problem with asset that we own. This asset can be a small piece of puzzle which customer has. Usually the customer will provide us the layout of all the assets and interdependencies. I was wondering is there any tool which can integrated with remedy system which will give the topology diagram of the customer site also which can be saved in remedy system let me know. thanks _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: KB tool
There were a couple that could be integrated with 6.3. Since you already asked about Assets being viewed with dependencies if you go to a later version of ARS you could review if Remedy Knowledge Management could be itegrated with a customization. -Original Message- From: lakhes lak...@gmail.com To: arslist@ARSLIST.ORG Sent: Wed, Apr 14, 2010 7:35 pm Subject: KB tool ** Hi listners, Does anyone intergrated any KB tool with remedy ? Any recommendations? Thanks _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How to reset the Request ID
In the ARschema table the field is next ID. This is only the Request ID for the specific form. If you are using ITSM 7 or later the Incident ID as an example is set from a form called numgenerator. -Original Message- From: pivanov plamen.iva...@materna.com To: arslist@ARSLIST.ORG Sent: Mon, Apr 12, 2010 7:48 am Subject: How to reset the Request ID Dear Colleagues, i have a issue and wish to receive your help on it. I need when i elete records from a form, to reset the Request ID to a value as it as before the deleted records. (example: Request ID : 89, nsert 10 records - 99, delete the last 10 records - Requist D to become again 89, not to continue from 99) Is hat possible? Regards, Plamen Ivanov www.remedy.bg ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Import Production Data into Test Environment?
The DMT is installed automatically with ITSM 7.6 start with the spredsheets provided to determine what foundation data you can export and then using DMT import. Some of your foundation data may need to be imported without the DMT. -Original Message- From: Hulmes, Timothy W Mr CTR US USA IMCOM timothy.hul...@us.army.mil To: arslist@ARSLIST.ORG Sent: Mon, Apr 12, 2010 10:42 am Subject: Import Production Data into Test Environment? We are in a tough bind at this point. Thought I would throw out a bone o see if anyone knew of an easy way to complete this action. Here is the situation, we have a production environment of: RS 7.5 Patch 4 MDB 7.6 Patch 1 (Only thing we don't have is Product Catalog nstalled) TSM 7.0.03 Patch 9 plus compatibility path 9000 LM 7.6 In our Test environment we want to get to RS 7.5 Patch 4 MDB 7.6 Patch 1 TSM 7.6 Patch 2 LM 7.6 Patch 1 Our database is SQL 2005. If we use a copy of our production database o upgrade we get error because of ITSM-DSL 7.0.03 Patch 9 gives us rror during the CMDB upgrade, which is why we don't have Product atalog in production. We can't upgrade to ITSM without Product atalog. f we do a complete fresh install in test we are good but then we don't ave any of our foundation data. We don't really want to have to ebuild or manually import all of that data if it can be avoided. We have a ticket in with BMC but haven't achieved success yet. We need to begin testing our process against ITSM 7.6 ASAP, anyone have ny ideas of the fastest way to get that data if we do a fresh install nstead of upgrading against the production database? Tim ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are = ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Problem links on Home page NOT working!!!
Have you considered ITSM 7.6? It works. -Original Message- From: Cvetkovski, Robert rcvetkov...@obsglobal.com To: arslist@ARSLIST.ORG Sent: Fri, Apr 9, 2010 1:17 pm Subject: Incident Problem links on Home page NOT working!!! ** Hello All, I have an ITSM 7.5 patch 3 environment installed and configured. Whenever I click on the Incident Management Console link OR the Problem Mgmt Console link on the Home Page; nothing happens. I believe its a bug. Has anyone come across this have a solution on how to fix? _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Incident Problem links on Home page NOT working!!!
My customer is running ITSM7.6 patch 1 and do not have these issues. -Original Message- From: Cvetkovski, Robert rcvetkov...@obsglobal.com To: arslist@ARSLIST.ORG Sent: Fri, Apr 9, 2010 1:40 pm Subject: Re: Incident Problem links on Home page NOT working!!! ** I’m currently in the middle of upgrading to 7.6 but i’m not sure that will fix the issue. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Roger Justice Sent: Friday, April 09, 2010 1:30 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Problem links on Home page NOT working!!! ** Have you considered ITSM 7.6? It works. -Original Message- From: Cvetkovski, Robert rcvetkov...@obsglobal.com To: arslist@ARSLIST.ORG Sent: Fri, Apr 9, 2010 1:17 pm Subject: Incident Problem links on Home page NOT working!!! ** Hello All, I have an ITSM 7.5 patch 3 environment installed and configured. Whenever I click on the Incident Management Console link OR the Problem Mgmt Console link on the Home Page; nothing happens. I believe its a bug. Has anyone come across this have a solution on how to fix? _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Segregating HR IS/IT data
Multi-tenancy is the easiest way. You could create new Supprt Groups the HR use field 112 to limit who can see the record and review the workflow that will allow a group member the see the entry. You will have the insure on these records that the unrestricted group is not one of the entries in field 112. -Original Message- From: Pargeter, Christie :CO IS cparg...@lhs.org To: arslist@ARSLIST.ORG Sent: Fri, Apr 9, 2010 4:10 pm Subject: Segregating HR IS/IT data ** We are looking at adding our HR Help Desk to using ITSM on the same server. But we wanted to keep the incident change tickets segregated. But we don't really want to do multi-tendency if we don't have to. The 2 desks have the same employee location bases we just don't want them to see each other's tickets. How have other companies handled this? ARS 7.1 p 6 ITSM 7.0.3 p 9 Window 2003 MS SQ 2005 IIS/Tomcat RKM 7.2 p 2 MidTier 7.1 p 6 Christie Pargeter Legacy Health IS - Programming SR Technical Analyst cparge...@lhs.org 1120 Building tel: 503-415-5149 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Search menu is failing in ARS 7.5
** I have had this issue and to get around it I used the ARS7 Admin tool. Sometimes RDS works, somtimes it does not. -Original Message- From: Jaffaree, Shamhoon shamhoon.jaffa...@dowjones.com To: arslist@ARSLIST.ORG Sent: Thu, Apr 8, 2010 5:14 pm Subject: Search menu is failing in ARS 7.5 ** Hi, Has anyone experienced issues with creating search menu in ARS 7.5 I am trying to create a simple search menu with field id reference and Dev Studio is not allowing me save 'Group Owner ID' = $536870914$ It gives the following error Thanks Shamhoon _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG10 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Question about the Service field on a 7.6 Incident
1. Review Incident rules and you can make this field not to be required. 2. This is from the Service Catalog in Atrium Core as well as Business Service CIs in Asset Management. -Original Message- From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Mon, Apr 5, 2010 1:15 pm Subject: Question about the Service field on a 7.6 Incident ** I am working with a new ITSM 7.6 install to test an integration, and am starting with the existing sample data. I created some servers to use as CIs, related them to people as Used by, but I cannot figure out the nature of the required Service field on the Incident. This is keeping me from creating new Incidents or processing existing ones. I get what a Service is from an ITIL perspective, but requiring it is a new thing in ITSM, and I have a few questions about it. ARS 7.5p3/ITSM 7.6p1 (IM/PM/AM/CM/CMDB). Windows 2003/SQL 2005. Why is the Service field required? How can I make it optional via configuration? Is it standard practice for the field to be required? Why? As I understand it, this field's menu can be populated with Application Service CIs. I see the CMDB form in which those would go, but I have no guidelines from which to know how those are defined. Any assistance would be appreciated. Rick _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ARS 7.1 in a server group - URGENT
No it does not require additional software. The installation has been improved in 7.5. -Original Message- From: Frex Popo frexp...@yahoo.fr To: arslist@ARSLIST.ORG Sent: Mon, Mar 29, 2010 8:19 am Subject: ARS 7.1 in a server group - URGENT ** Dear all, Does ARS 7.1 or 7.5 require any additional non BMC software to be present before performing the installation in a server group environment? I know that apart from installing the SQL server client (in our case) on all the nodes in the server group before installing ARS, no other software is required. Thanks frex _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: User is able to login after making status to OFFLINE
If you changed the password you can login since you know the password the user cannot since I hope you do not give them the new password. -Original Message- From: Ram Rudra rambabu.ru...@gssamerica.com To: arslist@ARSLIST.ORG Sent: Mon, Mar 29, 2010 10:20 am Subject: Re: User is able to login after making status to OFFLINE Thanks Lee Marsh, We followed your instructions too. But still we are able to login. Any help? Thanks Regards, ambabu Rudra ystem Administrator -Original Message- rom: Action Request System discussion list(ARSList) mailto:arsl...@arslist.org] On Behalf Of Marsh, Lee ent: Monday, March 29, 2010 7:27 PM o: arslist@ARSLIST.ORG ubject: Re: User is able to login after making status to OFFLINE When a user (IT support staff) leaves we: Transfer any records (INC, PBI, AM, etc) assigned to user. emove user from all of the support groups and roles. emove user's permissions. hange the user's password. et users people record to off-line. This should resolve any access issues you have. ee Marsh ee Marsh emedy Administrator AE Systems Office Automation Systems Team ntitrust Division, U.S. Department of Justice hone: 202-305-9725 ell: 202-528-1749 mail: lee.ma...@usdoj.gov Original Message- rom: Action Request System discussion list(ARSList) mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W ent: Friday, March 26, 2010 11:29 PM o: arslist@ARSLIST.ORG ubject: Re: User is able to login after making status to OFFLINE If you are really so worried about deleting the User record how about tarting with just changing the password. If no one knows the password then o one can login with that account. Fred -Original Message- rom: Action Request System discussion list(ARSList) mailto:arsl...@arslist.org] On Behalf Of Roger Justice ent: Friday, March 26, 2010 6:47 PM o: arslist@ARSLIST.ORG ubject: Re: User is able to login after making status to OFFLINE The Incident records are tied to the CTM:People not the User. The User is ow a login is validated not the CTM:People. If you delete the People record t will still not affect any Incidents. -Original Message- rom: Action Request System discussion list(ARSList) mailto:arsl...@arslist.org] On Behalf Of Ravi Chandra o: arslist@ARSLIST.ORG ent: Fri, Mar 26, 2010 1:42 pm ubject: Re: User is able to login after making status to OFFLINE Hi Roger, Thanks alot for the immediate response. It's not the AD account. We have not intergrated remedy with AD. If we elete the user account in Remedy, will the incidents related to user will elete? Please guide me with the right steps, how to take the user to ffline or disable stauts in Remedy account. hanks Regards, avi Chandra Original Message- Hi All, I need help in resolving this issue. One of my team member left the company, so i made his status as OFFLINE in PEOPLE form and in USER form DISABLE.When i tried to ogin he is ble to login and still able to create and modify the incident. lease help me in this, how to take a user to offline or let me know in hich status should i have to change. Thanks Regards, Ravi Chandra.R __ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are __ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ NSUBSCRIBE or access ARSlist Archives at www.arslist.org ttend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Change Manager - Change Implementor
All 3 roles can be the same person. The problem is who is responsible for the Change who is responsible for the work and who does the work. -Original Message- From: John Kelley john.kel...@dunkinbrands.com To: arslist@ARSLIST.ORG Sent: Fri, Mar 26, 2010 10:01 am Subject: Change Manager - Change Implementor List Just a conversation to understand Segregation of duties Can a Change Manager be a Change Implementor without breaking the rules? I guess the Manager could approve the request and implement that change. Is it morally right? The Change assignee is someone different so there is an other person involved. JK * his e-mail message, including any attachments, is for the sole use of the addressee(s) to whom it has been sent, and may contain information that is confidential or legally protected. If you are not the intended recipient or have received this message in error, you are not authorized to copy, distribute, or otherwise use this message or its attachments. Please notify the sender immediately by return e-mail and permanently delete this message and any attachments. Dunkin' Brands Inc. makes no warranty that this e-mail is error or virus free. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
