Re: Question: ITSM 7.0 - Permissions / Roles / etc.

[Runar Helle]

Not sure if if a master document excists, but for Incident you can find a 
document called ITSM-Config-Guide-700.pdf. It is a part of the 
servicedesk700_docs. I reckon you'll find a similar for the other applications.

Regards,
Runar

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of T. Dee
Sent: 29. november 2007 15:51
To: arslist@ARSLIST.ORG
Subject: Question: ITSM 7.0 - Permissions / Roles / etc.

**
Does anyone know if there is a "master" document that shows the various groups 
and what each group gives you permission to.  For example if you want access to 
"Configure Assignment" you need to belong to "Config Group Mapping Admin".

Thanks!

__20060125___This posting was submitted with HTML in it___

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Re: Timeout due to a busy server - Installing Incident Management

[Runar Helle]

Hi,

Thank you all. I let the installation run over night (14 hours), but still the 
same problem.

Decided to start all over again with SQL resided locally. INC went through 
without any problems. I'm going to install the rest, import data locally, and 
then try to move the AR database to an external SQL database.

Regards,
Runar

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Michiel Beijen
Sent: 26. oktober 2007 12:59
To: arslist@ARSLIST.ORG
Subject: Re: Timeout due to a busy server - Installing Incident Management

I did an ITSM7 Asset Management installation via Remote Desktop on
Windows. After lots of waiting I found out there was a C++ error
message popping up on the console of the server (NOT on my remote
desktop...). When I clicked OK the installer continued

So now my Best Practice (TM) for ITSM installations, always do an
installation on the Server Console or grab a Console Remote Desktop
session by use of the /console switch.

Regards,

Michiel


On 10/26/07, Williamson, Ross, VF-NZ <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> The other thing to look at is if you have installed the latest patches for
> the AR layer.  I had the same problem - once i made sure that the previous
> installs were at the right patch level it installed successfully (but did
> take a LONG time)
>
>
>
> --
>
> Ross Williamson
>
> Lead Architect - Business Service Management
>
> Vodafone New Zealand
>
>
>
>
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
>  Sent: Friday, 26 October 2007 6:35 a.m.
>  To: arslist@ARSLIST.ORG
>  Subject: Re: Timeout due to a busy server - Installing Incident Management
>
>
>
> **
>
>
> Its usually if you tick the DSL data import option during ITSM installs,
> that it takes a long time to import this data in the various DSL staging
> forms. It appears as though nothing is happening while in fact it performs
> this data import.
>
>
>
>
>
> You should find the log files located under the installation directory of
> Incident Management in a subdirectory called Logs.
>
>
>
>
>
>
> Joe D'Souza
>
>
>
>
>
> -Original Message-
>  From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] Behalf Of Carey Matthew Black
>  Sent: Thursday, October 25, 2007 1:01 PM
>  To: arslist@ARSLIST.ORG
>  Subject: Re: Timeout due to a busy server - Installing Incident Management
>
>
>  An install of incident that I did yesterday... took over 6 hours. Be
> patient. My install was on a Linux box and Top showed almost no activity on
> the ARS server host.
>
>  As Joe suggested... watch the log files. (If the Windows installer writes
> out log files.) I would be very surprised if there are no log files to
> watch. However the installer could do a much better job of providing some
> feedback... like.. 10% done... 50% done.. etc... Maybe in version 8/9?
>
>  --
>  Carey Matthew Black
>  Remedy Skilled Professional (RSP)
>  ARS = Action Request System(Remedy)
>
>  Love, then teach
>  Solution = People + Process + Tools
>  Fast, Accurate, Cheap Pick two.
>
>
>
>  On 10/25/07, Runar Helle <[EMAIL PROTECTED]> wrote:
>  > Hi,
>  >
>  > Thanks. Developer cache made the the install go past "next". However, it
> seems to stop again at the screen showing "Setup is installing the
> component. Processing time may vary on your system and may take several
> hours."
>  >
>  > It has gone several hours and there is no sign of activity on either the
> Remedy Server nor the the SQL.
>  >
>  > Runar
>
> __20060125___This posting was submitted
> with HTML in it___
>  
>
> Have you seen our website?  www.vodafone.co.nz
>
> Manage Your Account, check your Vodafone Mail and send web2TXT online:
> www.vodafone.co.nz/myvodafone
>   
>
> CAUTION: This correspondence is confidential and intended for the named
> recipient(s) only.  If you are not the named recipient and receive this
> correspondence in error, you must not copy, distribute or take any action in
> reliance on it and you should delete it from your system and notify the
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>
> Unless otherwise stated, any views or opinions expressed are solely those of
> the author and do not represent those of Vodafone New Zealand Limited.
>
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> Telephone +

Re: Timeout due to a busy server - Installing Incident Management

[Runar Helle]

Hi,

Thanks. Developer cache made the the install go past "next". However, it seems 
to stop again at the screen showing "Setup is installing the component. 
Processing time may vary on your system and may take several hours."

It has gone several hours and there is no sign of activity on either the Remedy 
Server nor the the SQL.

Runar

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Jarl Grøneng
Sent: 24. oktober 2007 19:01
To: arslist@ARSLIST.ORG
Subject: Re: Timeout due to a busy server - Installing Incident Management

Try setting the server in development mode.

Regards,
Jarl

On 10/24/07, Runar Helle <[EMAIL PROTECTED]> wrote:
> **
>
>
>
> Hi,
>
>
>
> I'm trying to set up a new AR server with ITSM7 applications. Everything
> works fine untill I try to install Incident Management . The exe-file starts
> up OK, but hangs immediately after i click "next" in the window where you
> type in AR Administrator (in this case Demo).
>
>
>
> It takes quite a while before I get the message:
>
> Timeout due to a busy server  Return: 93
>
>
>
> I have tried to restart the server and run the installation again several
> times, but with the same discouraging result.
>
>
>
> I have allready installed the following successfully so there should be no
> dependencies::
>
> JDK and JRE
>
> AR Server, User and Administrator
>
> Licences applied
>
> Flashboards
>
> Email Engine
>
> Mid Tier
>
> Approval
>
> Assignement
>
> CMDB and CI Relationship viewer.
>
>
>
> I have used the excact same files to install another server (Windows 2003 R2
> and SQL 2000), however this new server is on a
>
> VM-ware box.
>
>
>
> I have tried to stop the email engine and putting the service to manual
> before running the exe.file.
>
>
>
> The server has been restarted  and there seems to be little or no activity
> (minor CPU load).
>
>
>
> KB gave  some hits on the subject, but non directly related to this
> installation.
>
>
>
> Grateful for any suggestions.
>
>
>
> Best regards,
>
> Runar __20060125___This posting was
> submitted with HTML in it___

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Timeout due to a busy server - Installing Incident Management

[Runar Helle]

Hi,

I'm trying to set up a new AR server with ITSM7 applications. Everything works 
fine untill I try to install Incident Management . The exe-file starts up OK, 
but hangs immediately after i click "next" in the window where you type in AR 
Administrator (in this case Demo).

It takes quite a while before I get the message:
Timeout due to a busy server  Return: 93

I have tried to restart the server and run the installation again several 
times, but with the same discouraging result.

I have allready installed the following successfully so there should be no 
dependencies::
JDK and JRE
AR Server, User and Administrator
Licences applied
Flashboards
Email Engine
Mid Tier
Approval
Assignement
CMDB and CI Relationship viewer.

I have used the excact same files to install another server (Windows 2003 R2 
and SQL 2000), however this new server is on a
VM-ware box.

I have tried to stop the email engine and putting the service to manual before 
running the exe.file.

The server has been restarted  and there seems to be little or no activity 
(minor CPU load).

KB gave  some hits on the subject, but non directly related to this 
installation.

Grateful for any suggestions.

Best regards,
Runar

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RESOLVED: Requester Console - Not displaying all incident

[Runar Helle]

Hi,

Thanks! It did indeed fix the issue.

I will most definitely print out page 340 to our external consultants who will 
be here in tomorrow morning.

Regards,
Runar




From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Howard Richter
Sent: 3. oktober 2007 16:26
To: arslist@ARSLIST.ORG
Subject: Re: Requester Console - Not displaying all incident

**
I know we all hate to read manuals, but check out page 340 in the Incident 
Management configuration guide.

Howard



On 10/3/07, Roger Justice <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote:
** There is a form called Service Request that is used by the Requester console 
to provide the requester with details of their Incident/Change. This form had 
workflow that pushes the data to either the Incident or Change form.


-Original Message-
From: Runar Helle <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> >
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Sent: Wed, 3 Oct 2007 8:52 am
Subject: Re: Requester Console - Not displaying all incident
**
Hi,

Thanks.

Can you please elaborate that? Are you talking about Service Type* under 
Classification?

I tried to register a new Incident with User Service Request as Service Type, 
but I can still not see the incident in the Requester Console, even after 
logging back in again. It is visible in the Incident Management Console.

Regards,
Runar


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:[EMAIL PROTECTED]>] On Behalf Of Roger 
Justice
Sent: 3. oktober 2007 15:17
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Requester Console - Not displaying all incident

** The Requester Console only shows the Service Requests and do not show 
non-service request associated Incidents oe Changes.


-----Original Message-
From: Runar Helle <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>>
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Sent: Wed, 3 Oct 2007 9:05 am
Subject: Requester Console - Not displaying all incident
**
Hi,

We seem to have encountered a strange problem. Incidents reported via the 
"Requester Console" is visible to the end user, but Incidents created by Help 
Desk staff in "Incident Management Console" is not.

All incidents are visible in the "Incident Management Console", so our Help 
Desk can resolve and assign. However, the user cannot update an incident they 
cannot see, thus putting more pressure on our Help Desk phone.

There is no difference if I use the Requester Console via local client or web 
so it seems to be a problem with the link between the "Requester Console" and 
the "Incident Management Console".

I have tried to search the KB and ARSlist with no luck.

AR Server version 7.0.01 200609271856.
Windows 2003 R2
MS SQL 2000

Any help is appreciated.

Regards,
Runar

__20060125___This posting was submitted with HTML in it___

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Email and AIM finally together. You've gotta check out free AOL 
Mail<http://o.aolcdn.com/cdn.webmail.aol.com/mailtour/aol/en-us/index.htm?ncid=AOLAOF0002000970>!
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Email and AIM finally together. You've gotta check out free AOL 
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--
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center

[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> 
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Re: Requester Console - Not displaying all incident

[Runar Helle]

Hi,

Thanks, but I cannot seem to find any overview console as a Requester, only as 
a Support Staff.

Regards,
Runar


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Howard Richter
Sent: 3. oktober 2007 15:25
To: arslist@ARSLIST.ORG
Subject: Re: Requester Console - Not displaying all incident

**
Good morning,

The overview console should give you the view you need.

Howard


On 10/3/07, Runar Helle <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote:
**

Hi,



We seem to have encountered a strange problem. Incidents reported via the 
"Requester Console" is visible to the end user, but Incidents created by Help 
Desk staff in "Incident Management Console" is not.



All incidents are visible in the "Incident Management Console", so our Help 
Desk can resolve and assign. However, the user cannot update an incident they 
cannot see, thus putting more pressure on our Help Desk phone.



There is no difference if I use the Requester Console via local client or web 
so it seems to be a problem with the link between the "Requester Console" and 
the "Incident Management Console".



I have tried to search the KB and ARSlist with no luck.



AR Server version 7.0.01 200609271856.

Windows 2003 R2

MS SQL 2000



Any help is appreciated.



Regards,

Runar


__20060125___This posting was submitted with HTML in it___



--
Howard Richter

Remedy ServiceDesk Manager
CedarCrestone Managed Services Center

[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> 
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Re: Requester Console - Not displaying all incident

[Runar Helle]

Hi,

Thanks.

Can you please elaborate that? Are you talking about Service Type* under 
Classification?

I tried to register a new Incident with User Service Request as Service Type, 
but I can still not see the incident in the Requester Console, even after 
logging back in again. It is visible in the Incident Management Console.

Regards,
Runar


From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Roger Justice
Sent: 3. oktober 2007 15:17
To: arslist@ARSLIST.ORG
Subject: Re: Requester Console - Not displaying all incident

** The Requester Console only shows the Service Requests and do not show 
non-service request associated Incidents oe Changes.


-Original Message-
From: Runar Helle <[EMAIL PROTECTED]>
To: arslist@ARSLIST.ORG
Sent: Wed, 3 Oct 2007 9:05 am
Subject: Requester Console - Not displaying all incident
**
Hi,

We seem to have encountered a strange problem. Incidents reported via the 
"Requester Console" is visible to the end user, but Incidents created by Help 
Desk staff in "Incident Management Console" is not.

All incidents are visible in the "Incident Management Console", so our Help 
Desk can resolve and assign. However, the user cannot update an incident they 
cannot see, thus putting more pressure on our Help Desk phone.

There is no difference if I use the Requester Console via local client or web 
so it seems to be a problem with the link between the "Requester Console" and 
the "Incident Management Console".

I have tried to search the KB and ARSlist with no luck.

AR Server version 7.0.01 200609271856.
Windows 2003 R2
MS SQL 2000

Any help is appreciated.

Regards,
Runar

__20060125___This posting was submitted with HTML in it___
size=2 width="100%" align=center>
Email and AIM finally together. You've gotta check out free AOL 
Mail<http://o.aolcdn.com/cdn.webmail.aol.com/mailtour/aol/en-us/index.htm?ncid=AOLAOF0002000970>!
__20060125___This posting was submitted with HTML in it___

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Requester Console - Not displaying all incident

[Runar Helle]

Hi,

We seem to have encountered a strange problem. Incidents reported via the 
"Requester Console" is visible to the end user, but Incidents created by Help 
Desk staff in "Incident Management Console" is not.

All incidents are visible in the "Incident Management Console", so our Help 
Desk can resolve and assign. However, the user cannot update an incident they 
cannot see, thus putting more pressure on our Help Desk phone.

There is no difference if I use the Requester Console via local client or web 
so it seems to be a problem with the link between the "Requester Console" and 
the "Incident Management Console".

I have tried to search the KB and ARSlist with no luck.

AR Server version 7.0.01 200609271856.
Windows 2003 R2
MS SQL 2000

Any help is appreciated.

Regards,
Runar


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RESOLVED - ITSM7 - Mass Change of Login / Access details

[Runar Helle]

Kaiser and Joe,

Thank you for your suggestions.

My escalation seemed to drop that field completely (I had a second push on Nick 
name that worked).

Direct SQL is not for me:-)

My workaround was to change "Unrestricted access" to Read/Write and did a 
modify all.

Thanks!

Best regards,
Runar

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE
Sent: 1. oktober 2007 19:15
To: arslist@ARSLIST.ORG
Subject: Re: ITSM7 - Mass Change of Login / Access details

How about writing a one-time escalation?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle
Sent: Monday, October 01, 2007 12:13 PM
To: arslist@ARSLIST.ORG
Subject: ITSM7 - Mass Change of Login / Access details

**

Hi,



Is there an easy way to change attributes for several people at once?



I have previously used Action --> Modify all. However, in ITSM7 there
seems to be some kind of restriction on some fields so that you cannot
use that feature. For example, Modify All does not work on Unrestricted
Access and License Type.



As far as I can se, Unrestricted Access is required when having a
homemade system that access an ITSM7 form like CTM:People.



Any help is appreciated.



Regards,

Runar





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ITSM7 - Mass Change of Login / Access details

[Runar Helle]

Hi,

Is there an easy way to change attributes for several people at once?

I have previously used Action --> Modify all. However, in ITSM7 there seems to 
be some kind of restriction on some fields so that you cannot use that feature. 
For example, Modify All does not work on Unrestricted Access and License Type.

As far as I can se, Unrestricted Access is required when having a homemade 
system that access an ITSM7 form like CTM:People.

Any help is appreciated.

Regards,
Runar



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Re: Operational Categorizations

[Runar Helle]

Hi,

 

We are just about to go live on ITSM7. We think of Operational as "what
we do" and arrange them as follows:

1) Fixing errors 2) Applications 3) Local Client

1) Fixing errors 2) Applications 3) Server

1) Fixing errors 2) Applications 3) Metaframe

 

1) Fixing errors 2) Workstation 3) Portable

1) Fixing errors 2) Workstation 3) Desktop

1) Fixing errors 2) Workstation 3) Thin Client

 

1) User administration 2) User 3) Add

1) User administration 2) User 3) Modify

1) User administration 2) User 3) Delete

 

1) User administration 2) Access 3) Application

1) User administration 2) Access 3) Password

1) User administration 2) Access 3) File share

 

Office products and ERP systems are set in the Product categorization.
We have also used the alias function quite frequently so that you can
type inn "Travel Invoice" and still get the program "Current Time". We
are also using Alias as smart codes (similar to a grocery PLU-system) so
save the Servicedesk from typing too much.

 

CI is related either via the Customer tab, or the Relationship tab.

 

Regars,

Runar 

 

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: 22. august 2007 18:49
To: arslist@ARSLIST.ORG
Subject: Re: Operational Categorizations

 

** 

I did misquote myself on the Cats - Tier 2 would be "Software" and Tier
3 would be "Laptop".  The CI would be the specific laptop, and the
product cat would show the software.  Keeping the Tiers generic keeps
them short and flexible and easy to maintain, too. 

 

Rick
 

On 8/22/07, Pierson, Shawn <[EMAIL PROTECTED]> wrote: 

** 

The problem is that in what appears to be the new "recommended" way,
Install would be Operational Categorization Tier 1, Microsoft Project
would be the Product Name, and your laptop would be a CI that is related
to the ticket. 

 

I agree with you though, I prefer the old way better.

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:

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Re: SAVE button in Helpdesk Display-Only form

[Runar Helle]

Hi,

 

Enable logging via Remedy Administrator (File --> Server Information -->
Log Files) as well as the AR client (Tools --> Options --> Logging). Try
pressing the save button again and then read the logs to see where it
stops. 

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 11:19
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form

 

Thanks for replying Lunar.

 

I had copied the SAVE button from HPD:Helpdesk support form. When I
paste the button into HPD:Helpdesk Support-ReadOnly form, all the
underlying active links got copied as well but I really wonder why after
clicking the SAVE button, nothing happen :-(

 

When I double click the SAVE button properties which I had copied, the
Selected Active Links are :-

(2)RSM:GenericSave

(10)HPD:HPD-cmdSave01

(11)HPD:HPD-cmdSave02

 

Related Workflow:

HPD:HPD-cmdSave01

HPD:HPD-cmdSave02

RSM:GenericSave

RSM:SC-OnWinOpen01

RSM:SC-OnWinOpen02

 

Sorry my system info :-

AR version 6.3

AR Helpdesk 6.0

AR SLA 6.0

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Runar Helle
Sent: Wednesday, July 11, 2007 16:20
To: arslist@ARSLIST.ORG
Subject: Re: SAVE button in Helpdesk Display-Only form

 

Hi,

 

I am not quite sure which button you have copied as you don't specify
version, but I think you need to do something more that just copying a
button from one form to another. You need to add some kind of workflow
to the save button, for example an active link executing when someone
clicks on that button (Button/Menu Item). The active can include a push
field action, pushing the desired values to the desired form.

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 10:03
To: arslist@ARSLIST.ORG
Subject: SAVE button in Helpdesk Display-Only form

 

Dear Listers,

I had copied the Save Button from the main HPD:Helpdesk form into the
helpdesk display form, but the SAVE button do not works. 

I would like the SAVE button to save some of the edited fields in the
display form? So that when support staff login via web, they can view
the helpdesk display form only and they can only update the 2 fields
that meant for editing. 

The rest of the fields are in Read only mode so when they click SAVE
button, those 2 fields will get updated. 

Appreciate if anyone can assist me on this. 

 

Best Regards, 
Siti Hawa Bee 
 UOB Group, TSD - IT Helpdesk 
*: <<<< mailto: [EMAIL PROTECTED]
<mailto:[EMAIL PROTECTED]> >>> > 
My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

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Re: SAVE button in Helpdesk Display-Only form

[Runar Helle]

Hi,

 

I am not quite sure which button you have copied as you don't specify
version, but I think you need to do something more that just copying a
button from one form to another. You need to add some kind of workflow
to the save button, for example an active link executing when someone
clicks on that button (Button/Menu Item). The active can include a push
field action, pushing the desired values to the desired form.

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: 11. juli 2007 10:03
To: arslist@ARSLIST.ORG
Subject: SAVE button in Helpdesk Display-Only form

 

Dear Listers,

I had copied the Save Button from the main HPD:Helpdesk form into the
helpdesk display form, but the SAVE button do not works. 

I would like the SAVE button to save some of the edited fields in the
display form? So that when support staff login via web, they can view
the helpdesk display form only and they can only update the 2 fields
that meant for editing. 

The rest of the fields are in Read only mode so when they click SAVE
button, those 2 fields will get updated. 

Appreciate if anyone can assist me on this. 

 

Best Regards, 
Siti Hawa Bee 
 UOB Group, TSD - IT Helpdesk 
*:  mailto: [EMAIL PROTECTED]
 >>> > 
My Favourite Quote " No person can be a great leader unless he takes
genuine joy in successes of those under him" - W A Nance 

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Re: Job Opportunity for Remedy Developer - Middle East

[Runar Helle]

Good one! I'm sure that helped Shibu a lot:-)

Runar

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of L. J. Head
Sent: 9. juli 2007 15:39
To: arslist@ARSLIST.ORG
Subject: Re: Job Opportunity for Remedy Developer - Middle East

It's for the Middle East of course 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shibu Samuel
Sent: Monday, July 09, 2007 7:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Job Opportunity for Remedy Developer - Middle East

Hi Prashant, 
 
Can you please confirm, this position is for which location? 
 
 
Thanks
SS 
 



From: Action Request System discussion list(ARSList) on behalf of
Prashant
Patil
Sent: Sun 08/07/2007 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Job Opportunity for Remedy Developer - Middle East


** Job Description:

Skilled (mid) Remedy Developers to join a large global enterprise - BMC
elite partner in the Middle East. Must be able to excute projects from
development, QA testing and deployment and support.


Minimum Qualifications:
---
1+ years experience as a Remedy Developer preferably on a large scale.
Experience with ARS/Mid-Tier version 7.x preferred, v. 6 would be the
minimum.
24x7 coverage of the system. 
Extremely skilled at multi-tasking and working in a fast-paced
environment. 
Proven experience developing and customizing Remedy ARS applications.
Skilled with Crystal Reports.
Excellent customer service and customer support background. 
Excellent troubleshooting skills.
Strong written and verbal communication skills. 
Able to respond to frequent pressure to meet deadlines.
Able to work effectively as part of a team and with minimal supervision.

Experience with integrations is a plus.
Experience with Remedy's "Customer Support" application is a plus.

Please send resumes to [EMAIL PROTECTED]
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Re: BMC ITSM 7.0

[Runar Helle]

Hi,

Are you trying to open the incident and problem applications from the AR
client installed on your machine or the Web client? I had some problems
opening the incident application from the Web client because the max
heap size in Tomcat was set to low.

In addition to what Troy says, enable logging via Remedy Administrator
(File --> Server Information --> Log Files) as well as the AR client
(Tools --> Options --> Logging) to check what's going on in the
background.

Can you find the application in Remedy Administrator? Does it look fine
there?

Are you licenses ok?

Regards,
Runar

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Troy Sasso
Sent: 27. juni 2007 16:45
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM 7.0

Review the Incident and Problem install logs for DEF
File errors.  I've seen instances where the Incident
install scripts errors out on the Import of a bunch of
crutial forms.

Also, did you setup your users for access to the
Incident/Problem as Submitters and Users through the
'Application Administration Console'?





--- "Syed Basith (sbasith)" <[EMAIL PROTECTED]> wrote:

> Hi all,
>  
>  
> We are evaluating ITSM 7.0 installed
>  
> ARS 7.0
> Assignment Engine
> Approval Engine
> Email
> CMDB 2.0
> Incident Management
> Problem Management
> SLM 
>  
> When i open the CMDB application it opens without
> any problem, But when
> i open Incident Management and Problem Management
> applications, i get
> blank screen does not open the applications? Any
> body has any idea what
> is happening?
>  
> Thanks
>  
> Syed Abdul Basith
> 
>

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Tomcat - Language setting /character code

[Runar Helle]

Hi all,

 

Is there a language setting in Tomcat (5.5.17)? 

 

There is a place in New Atlanta where I can set language to Norwegian
(no), but I'm not able to find an equivalent setting in Tomcat. 

 

We have some national characters in Norwegian and those are not
interpreted correctly (replaced with a question mark) when running a
.jsp-report.

 

I have been searching the Internet without any luck.

 

ARS 6.3

Midtier 7

 

Best regards,

Runar


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Re: How to search a request using "Enter" keyboard button without having a focus on the "Search" button

[Runar Helle]

Or, if they usually search by the same criteria, how about putting an active 
link triggering on those fields - for example "Case ID+".

 

Use "Return/Table or Level DBL-Clk" under the Execute On (on the basic tab)

 

Runar

 



From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of John Atherly
Sent: 18. juni 2007 15:35
To: arslist@ARSLIST.ORG
Subject: Re: How to search a request using "Enter" keyboard button without 
having a focus on the "Search" button

 


CTRL Enter at the sametime 


John Atherly
American Power Conversion
[EMAIL PROTECTED]
401-789-5735 Ext. 2120
1-800-788-2208 Ext. 2120 



"Bezhenar, Dmitry" <[EMAIL PROTECTED]> 
Sent by: "Action Request System discussion list(ARSList)"  

06/18/2007 09:26 AM 

Please respond to
arslist@ARSLIST.ORG

To

arslist@ARSLIST.ORG 

cc

 

Subject

How to search a request using "Enter" keyboard button without having a focus on 
the "Search" button

 

 

 




Hello List, 
  
Our users ask me to implement the following functionality - 
On the HPD:Helpdesk form in the search mode they enter some data and then have 
to press the "Search" button. 
Is it possible to search for requests using "Enter" button on the keyboard 
without setting focus to the "Search" button before. 
  
Thank you. 
  
ARS 6.3 
  
PS: Sorry for a long title. 
  
Kind regards / С уважением 

Dmitry Bezhenar 
SIEMENS 
Siemens IT Solutions and Services 
Kozhevnicheskij Per. 6 
Moscow / Russia 
Tel.+7 495 737 2697 
Mob.  +7 916 615 7978 

Email   [EMAIL PROTECTED]   
  


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Midtier / Tomcat - character set - ARException 1578

[Runar Helle]

Hi all,

 

We recently had to reinstall our midtier server. The old version had IIS and 
NewAtlanta, while the new one is set up with IIS, Midtier 7 and Tomcat. 

 

Most of it works fine, but we get following error while trying to access some 
.jsp-reports:

 



Error ARException... 

 

MessageType: 2 MessageNum: 1587 MessageText: Unknown field referenced in query 
line AppendedText: position 16 (1=1 AND 'Omr?de' = "Prosjekter" AND 1=1 AND 1=1 
AND 'Status' < "Lukket" AND 1=1)

 



 

The address bar URL says: 
http://kbg-remedy-v1/arsys/KDA/ADB/oversikt.jsp?qual=1%3D1+AND+%27Omr%3Fde%27+%3D+%22Prosjekter%22+AND+1%3D1+AND+1%3D1+AND+%27Status%27+%3C+%22Lukket%22+AND+1%3D1

 

For some reason special Norwegian characters (Æ, Ø and Å, if you can read those 
letters normally) have been used on Category, Type and Item, and somewhere on 
the line this causes problems. 

In the URL above, the letter Å is transformed to percent sign 3F. I have tried 
to change %3F to an "å" but it still changes it to a question mark. 

 

However, the old midtier with NewAtlanta it worked fine with those characters. 
The application also works great while filtering on those same categories 
purely via the midtier. It is when I try to excecute the jps.report I get the 
error.

 

Language on the win 2003 server is set to Norwegian, the same goes for default 
input language and language for nor-Unicode programs.

Locations is also set to Norwegian.

 

Does anyone have suggestions on further debugging?

 

Best regards,

Runar


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Re: ITSM 7 customizations

[Runar Helle]

Susan:

That's a very interesting question:-)

 

I'm not saying that the tool should dictate exactly how the processes
should be - merely saying that building a large system from scratch
demands considerably more expertise and resources that adapting an
existing one. Although ITSM7 may not be a 100 percent fit for all
companies, it is a very good starting point. 

 

It also depends on how well formed your current processes are in the
first place. If you are looking for something new, why not go for
something "out of the box" where a lot of people have done most the
fundamental thinking for you?

 

Sometimes a tool is necessary in order to accomplish a desired change. I
have been involved in a project where we tried to implement new
IT-processes. In retro perspective, we did not have the necessary skills
to work out suitable processes, nor did we have adequate tools that
could lead us in the right direction or support us. To make a long story
short, it was not the most successful project in the history of man (if
I recall it correctly, it was not even listed among the top ten...).
Yes, processes and tools need to go hand in hand, but sometimes it
doesn't matter if the hen or the egg comes first. It is all about
creating awareness, develop, and then follow something because you all
see the benefits of doing so.

 

Rick:

I do agree. If everything runs smoothly and your processes work fine,
then going for ITSM7 could be a waste. Having said that, if everything
works so well, I'm convinced that you actually do a lot according to
ITIL in the first place (you just don't call by ITIL terms). 

 

All you non-ITIL people out there:

The Stone Age did not end because we went out of rocks:-) 

 

Cheers,

Runar

 

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: 25. mai 2007 19:31
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 customizations

 

Well, that's the way it's worked in the pre-ITIL days.  ITSM 5 and 6
"suggested" some ITIL-like workflow and processes, and would support
them, but it wasn't all that hard to circumvent them.  With v7,
companies are pretty much forced to commit to ITIL as part of the
implementation - preferably before it.  There's just so MUCH workflow
that would need to be re-engineered to make it work another way.

 

If you don't care about ITIL, stay on custom or pre-v7 ITSM modules.

 

I'm not saying I like that arrangement or that it is optimal, but it's
kinda the way it is for the foreseeable future, and we need to either
adapt to it or change tools and/or professions.

 

Rick 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Friday, May 25, 2007 10:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 customizations

** 

Runar,

 

Are you suggesting that the 'tool' should define a company's processes?
I always thought the tool was supposed to reflect the company's
processes.  If the company doesn't want that particular process then it
shouldn't be forced via a tool. 

 

Susan

 

On 5/25/07, Runar Helle <[EMAIL PROTECTED]> wrote: 

Well, wouldn't some members also be strongly against it for the same
gainful reason...?

I'm not convinced that building an ITSM-application from scratch would
be the most lucrative options either, especially if your company does
not possess experts on every level (I'm not only thinking of
programmers, but also the process/organizational side of it). You may
risk going though a great deal of testing and failures even before you
reach half the level as an out of the box solution provides. 

Runar:-)




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Re: Floating License Timeout

[Runar Helle]

David is making several good points. To address Bing's list directly:

 

 - It sounds like Anukampa's concern is avoiding incomplete ticket
updates/transactions, as in:

A write transaction is not allowed without a valid license in the first
place. Therefore, you do not risk incomplete transactions. The only
thing that Anukampa may risk (if no licenses are currently available) is
to be prevented from saving at that specific time. You are either
allowed to make a complete transaction or nothing at all.

 

 - User opens and begins to edit a ticket, pulling a floating
license

Ok

 

 - User gets interrupted or otherwise distracted, and the floating
license expires

Ok, no damage done. Whatever work that has been done is still in the
form and can be saved at a later time.

 

 - User's floating license is released, returns to the license pool,
and is subsequently reassigned to another user

Firstly: The license is only reassigned if another user that does not
have a licence in the first place performs an action that requires the
same type of license.

Secondly: A license, in this frame of reference, is a generic matter.
You do not need to acquire the exact same license - only one of the same
type, let's say for the Change application.

 

 - User then tries to save the updated/edited ticket, but instead
receives an error message because the necessary floating license cannot
be re-acquired

Related to the previous point. The only thing that matters is that
another license of that type is available. If not, please wait until it
is:-)

 

Runar Helle

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: 25. mai 2007 10:58
To: arslist@ARSLIST.ORG
Subject: Re: Floating License Timeout

 

Isn't this only an issue only if the floating license pool isn't large
enough?  If that's the case then one should be looking at a license
management solution.

 

Let's look at it a different way.  If it was possible to provide the
warning message, what is the expected action by the user?  Not save the
change because they may or may not get reassigned a license when the
save occurs?  If they have made changes, discard them and login again to
see if they are granted a write license (another warning message if they
don't)?

 

Again I only see this as an issue if the license pool is not large
enough.  Even if they get the error message when they attempt to do the
write, isn't chances of this smaller than the number of times they would
get the time out message?

 

When we have been extremely tight on licenses and our folks have gotten
the error message, if they waited 5 or 10 minutes they could attempt the
save again and often it would got through.

 

Dave

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Bradford Bingel
Sent: Friday, May 25, 2007 1:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Floating License Timeout

** 

It sounds like Anukampa's concern is avoiding incomplete ticket
updates/transactions, as in:

 

 - User opens and begins to edit a ticket, pulling a floating
license

 - User gets interrupted or otherwise distracted, and the floating
license expires

 - User's floating license is released, returns to the license pool,
and is subsequently reassigned to another user

 - User then tries to save the updated/edited ticket, but instead
receives an error message because the necessary floating license cannot
be re-acquired

 

Anukampa, is that correct?

 

-- Bing

 

Bradford Bingel ("Bing")
ITM3 California
http://www.itm3.com/
[EMAIL PROTECTED] (email)
925-260-6394 (mobile)

 

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Re: ITSM 7 customizations

[Runar Helle]

Well, wouldn't some members also be strongly against it for the same gainful 
reason...?

I'm not convinced that building an ITSM-application from scratch would be the 
most lucrative options either, especially if your company does not possess 
experts on every level (I'm not only thinking of programmers, but also the 
process/organizational side of it). You may risk going though a great deal of 
testing and failures even before you reach half the level as an out of the box 
solution provides.

Runar:-)

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Christian Janovic
Sent: 24. mai 2007 20:33
To: arslist@ARSLIST.ORG
Subject: AW: ITSM 7 customizations

"I'm convinced the reason why so many members of the ARSList are on the
ITSM/ITIL bandwagon is because they want to remain gainfully employed
and not because ITSM is a good product."

Is that the reason why nobody responds to Norms list entry? 

-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Im Auftrag von Kaiser Norm E CIV USAF 96
CS/SCCE
Gesendet: Donnerstag, 24. Mai 2007 18:55
An: arslist@ARSLIST.ORG
Betreff: Re: ITSM 7 customizations

>I do believe Remedy is marketing this as a full-blown product suite
that, if configured correctly, shouldn't need or require the services of
anything other than a 'maintenance admin'.  This is why, no doubt, they
always offer their professional services if you want to step outside
their new box.  And, I don't believe they are going to want to assist
those developers who insist on continuing to treat Remedy as a
development toolsigh..

I just wonder if the handwriting is on the wall for us custom Remedy
developers.  I know from my own first-hand experience that Remedy sales
is now hawking Remedy as a complete, ITIL-driven IT enterprise
management suite rather than as a development platform.

BMC jumped off the cliff when they decided to throw their hat into the
ITIL ring.  To me, having to own and run ARS with an alleged OOTB ITIL
enterprise suite (the monster that it is) is just a bizarre contrivance.
It "just wound up that way." If you buy Microsoft Exchange do you have
to buy the Microsoft Visual Studio along with it? 

Now I know people are going to throw out the, "Well they know they can't
make a perfect app for everyone so it has to be customizable...blah,
blah, blah..."

No, it's not customizable.  Not in a practical sense, anyway.  Here's
why:

A) It's a monster.  Good luck trying to figure out what everything does.
How do you figure it out?
Clickety-clickety...clickety-clickety...clickety-clickety...and that's
for over 20,000 code objects.  At that rate it would take a good
developer a year or more to reverse engineer it all.

B) If you somehow DO successfully customize it, as soon as BMC releases
a patch or an upgrade, your customization could very well go BYE BYE!

Any you know what? For what? What does a "successful" deployment of ITSM
get you?

I'm convinced the reason why so many members of the ARSList are on the
ITSM/ITIL bandwagon is because they want to remain gainfully employed
and not because ITSM is a good product.

Just my thoughts.
Norm


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Re: Floating License Timeout

[Runar Helle]

As far as I've understood, "losing" your floating license does not
introduce a problem unless there are no free floating licences when you
try to perform actions that requires a license. Remedy will simply check
for an available license.

 

I'm not sure how that works through the midtier, though (considering
potential timeout of session variables, cookies, and other browser
related stuff).

 

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heider, Stephen
Sent: 24. mai 2007 13:57
To: arslist@ARSLIST.ORG
Subject: FW: Floating License Timeout

 

If there is a way via the ARS API to tell if a Floating license has
timed out, then Yes it could be done - at least in the Windows User
Tool.  

 

To do this you would need a console app that would run from an AL that
fires every ## minutes.  The console app would return something like
'Yes' or 'No' to your AL. The next AL in line would then display a
message to the user.

 

I don't have access to Floating licenses - and I couldn't find any on
eBay :)   If the ARS .Net API does have the capability to detect if a
Floating license has expired please let me know.  I could create the
console app and send it to a couple people to test and then post it.

 

Stephen

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Anukampa Malik
Sent: Thursday, May 24, 2007 6:45 AM
To: arslist@ARSLIST.ORG
Subject: Floating License Timeout

** 

Hi List,

 

It is possible to have a message pop-up when the floating license is
timed-out so that the user is aware that he no longer has write license?

We are using ARS 5.1.2.

 

Thanks

Anukampa

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Re: ITSM 7 customizations

[Runar Helle]

We are in the process of upgrading and will try to do most out of the
box. However, although you may not change so many forms, other types of
customizations will always be required. The most obvious one, perhaps,
is Categorization which is now separated into two dimensions;
operational and product.

Furthermore, depending on the old applications, the people form has
changed, as goes for assets (CI). Therefore, home build applications or
other systems linking to the old ITSM must be modified.

The accelerator (yellow bar at top with various stages) is a major
improvement that could also reduce the need for hiding tabs and field
for inexperienced users. 

Runar

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: 21. mai 2007 23:30
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 customizations

We will minimize customizations, but there will have to be some to make
up for holes in the design of the out of the box application.  IMHO,
some of these exist simply because the ITSM developers had too little
experience with the Help Desk application, and missed obvious things
proven over several version of the older application - for example,
there is no way to search for a customer from a new Incident form by
either their login name or their corporate id, both of which are far
more heavily used (and more accurate) than the various forms of name
which change over time. Login Name is not available in either the
Incident form or the People Search dialog, and is only populated in the
hidden field some of the time - when the Incident originated as a
customer's Service Request.  Corporate ID is not populated at all in the
Incident form, and isn't even in any of the OTB views.  Basically, two
of the key (and usually indexed) data elements for identifying or
reporting data for a customer are not even used by the Incident module,
in most of its data records.  I will have to "fix" that.

There will also be some of our customizations to Help Desk 5.5 that our
users will _demand_ that we put into ITSM 7... I just plan to make them
ask for them again  - before we try to add them because of the increased
complexity of the OTB applications.

Christopher Strauss, Ph.D.
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drew
Sent: Monday, May 21, 2007 3:41 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7 customizations

For those of you who have decided or already installed ITSM 7, are you
planning to stay "out of box"? Or do you plan on making customizations?
And if so, what are they?

Or put another way, what percentage of ITSM 7 customers will make
customizations and why?  If ITSM 7 truly does embody ITIL, what are the
reasons you'd use to justify customizations that others might perceive
as breaking best practice?

On a higher level Do you think BMC has really done a good job of
making ITSM 7 so robust in workflow, GUI and ITIL/standards compliance
that they truly are no longer marketing Remedy as a development platform
but as a suite of ready-to-go applications?

Just doing a little market research here thx.

-Drew
Product Manager
Aeroprise


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Re: OT:Humor - Top 10 Things Men Know About Women

[Runar Helle]

I second Warren -It all comes down to understanding. However, we are not
that much different. Quote from "As Good as it Gets" with Jack
Nicholson:

 

Secretary: How do you write women so well?

Melvin Udall: I think of a man, and I take away reason and
accountability.

 

Please allow me to explain the history of the world in brief:

Man discovers woman and discovers sex. Woman discovers sex and invent
headache. Man discovers word and woman invents conversation. Woman
discovers conversation and invents gossip. Man discovers agriculture and
invents food. Woman discovers food and invents diet. Man discovers trade
and invents money. Woman discovers money, and from there it all went
wrong...

 

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: 16. mai 2007 00:44
To: arslist@ARSLIST.ORG
Subject: Re: OT:Humor - Top 10 Things Men Know About Women

 

** 

Poor Chris ... so much learning to do ...

1 ... wrong 

2 ... probably true

3 ... most likely true

4 ... what is decoupage ... how come you know that word ... lol

5 ... ummm ... not sure that's always true

6 ... VERY true  :)

7 ... I doubt this is true in most cases ... just trying to make sure
you guys are updated.

8 ... If you can't tell the difference ... well, I'm not sure I can
help!

9 ... Don't worry ... she knows exactly how she looks ... better to
always give a positive answer.

10 .. You'd have to be beyond brave to try that because that's saying
she's dumb.  What she will seek out will not cost her any money, there
is always an abundance of them ready to serv(ice) !

 

That's after 37 years of marriage !!  

 

On 5/15/07, Chris Woyton <[EMAIL PROTECTED]> wrote: 

** 

THE ONLY 10 Things Men (ok...I) Know About Women:

 

1. They don't look at the toilet seat before they sit down.

2. If it could be said in 10 words, they'll use 50.

3. They smell nicer than we do.

4. Fabric, lipstick, throw pillows, bath salts, sling-backs and
decoupage (whatever the hell that is) are important to them for some
reason.

5. Your wife/girlfriend's girlfriends know an uncomfortable amount about
you...somehow.

6. They just know bettersomehow.

7. They can talk to another woman for 10 minutes and be lifelong
friends, as illustrated by strangers knowing an uncomfortable amount
about yousomehow. 

8. They're nice and soft sometimes and mean as hell at others and often
it's impossible to tell the difference. 

9. If you answer a direct question about their appearance in any way,
you're in trouble...somehow.

10 If you decide to teach them a lesson for not looking at the toilet
seat before sitting down and leave the plunger in there, they may decide
they don't need you anymore, divorce you and hire a kid to mow the
grass. 

 

And, after 10 years of marriage, that's about it.

 

-CW

-Original Message-   
From: Action Request System discussion list(ARSList) [mailto:

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Remedy version 7 in production

[Runar Helle]

Hi, all

 

I was just wondering if anyone on this list has put Remedy version 7 into live 
production. If so, how is your experience so far? Is it stable once you have it 
up and running?

 

We are thinking about upgrading ARS, Midtier and Service desk. We also have 
some homemade applications that need to work on the new platform. Our ARS is 
currently on version 4 and the Helpdesk is on 6.3 (yes, it's old, but also 
exceptionally stable).

 

Best regards,

Runar

 

***
Runar Helle - IT-ingeniør, KDA IT 
Kongsberg Defence & Aerospace AS 
P.O. Box 1003, N-3616 Kongsberg 
NORWAY 
Office: (+47) 32 28 66 20 
Mobile: (+47) 951 91 986 
Email:  [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> 

Web:   www.kongsberg.com

 ***

 


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Re: Pattern Matching Rename

[Runar Helle]

There is also a file menu "Action --> Modify all" in some applications. 

Regards,
Runar

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Colleen M. Eilbert
Sent: 5. februar 2007 16:15
To: arslist@ARSLIST.ORG
Subject: Re: Pattern Matching Rename

You didn't imagine it.  Select objects to rename.  Right Click. Edit.  
Advanced tab. 

Colleen Eilbert
Effective Technologies

L. J. Head wrote:
> I went to training mid last year and was told about a feature that
allowed
> you to rename objects en-mass via pattern matching.  I cannot seem to
find
> this feature...I remember that it was a 7.x featureI thought it
was a
> 7.x admin tool feature that I was hoping to be able to use against a
6.3
> server...is this possible or am I just spacey.  Thanks for your time
>
>

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Re: Upgrade from 6.x to 7.x

[Runar Helle]

Hi,

 

You don't say anything about the system you wish to upgrade. Is it the
ARS, the Service desk (Helpdesk and Problem), or other applications? Is
it "out of the box" or home made?

 

Anyway, for the ARS and Midtier, better support for publishing forms/
applicationson the web is worth mentioning. That can save you from
distributing and upgrading clients on local machines. Off course,
provided that your applications do not contain elements not properly
supported on the web (such as macros).

 

7.x applications comply better with the ITIL standard (Servicedesk,
Change, CMDB), but then again, do you use Remedy for IT management or
other purposes?

 

The major selling point, however, is the blue colour opposed to the
Derrick-age green;-) 

 

Regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Thirumavalavan Muthusamy NCS
Sent: 17. januar 2007 04:26
To: arslist@ARSLIST.ORG
Subject: Upgrade from 6.x to 7.x

 

Hi 

Is there any one have prepared/compiled the list of benefits for
upgrading from v6.x to v7.x? 

The benefits for: 
1) End-user 
2) Support 
3) Management 
4) Administrator 
5) Process/functional level 

Can share with me? 

Regards 
Thiru 
Managed Services 
NCS Pte. Ltd. 
( A member of the SingTel Group) 
Reg. No. 198101793G 
5 Ang Mo Kio St 62 
Singapore 569141 
* : (65)6349 3442  Fax: (65) 6872 5463 
* : [EMAIL PROTECTED] 
http://www.ncs.com.sg   

 


'''
 DISCLAIMER *

This e-mail and any attachments thereto are intended for the sole use of
the recipient(s) named above and may contain information that is
confidential and/or proprietary to the NCS Group. Any use of the
information contained herein (including, but not limited to, total or
partial reproduction, communication, or dissemination in any form) by
persons other than the intended recipient(s) is prohibited. If you have
received this e-mail in error, please notify the sender immediately and
delete it. 

NCS Pte. Ltd. - Reg. No. 198101793G 

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Re: Please Advise!!! - Asset Management and Inventory Control

[Runar Helle]

Hi,

I assume you are talking about Asset management and software asset
management.

We are using Remedy for Asset Management. It is basically just a flat
register containing various equipment (PC-workstation, PC-Portable,
PC-server, Unix-stations, Monitors, and so on). We do not have a CMDB
where assets relate to each other. The only relations are to User and
Software Asset Management-forms.

Typical attributes are Asset Name and ID, Owner, Machine Type, Date of
Purchase (used for warranty as well as budget planning for new
machines), Cost Center .. well, you get my point).

We have built a custom software asset management system in Remedy. It
basically contains the following forms: 

Product - Visio
Version and variant - 2003 Professional (connected to Product)
Licence - 10 x (connected to version and variant, and thus product)
Agreement - Licenses can be connected to an agreement (i.e MS Select. An
agreement could contain 10 x Visio 2003 Professional and 10 x Project
2000 Standard..).
Withdrawal - Machine XXX12345 has 1x license of Visio 2003 Pro
installed, or user Ned Nerd has MSDN subscription. Withdrawals are made
manually by the people who install the machines.

When it comes to software scanning, we are using third pary software to
do the work on our main network. There is, at the time, no direct link
between Remedy and this tool (technically, we probably could, although
it would introduce some challenges). The main reason for not doing so is
that we do not trust our scanner tool completely. Furthermore, we have
several restricted networks as well a standalone machines that we are
not able to scan and report directly into Remedy anyway. Therefore, as
mentioned above, the withdrawals are made during installation and
reinstallation.

The scanner tool is used more as a guiding:
Does it find more installations than Remedy says we're got?
How is the usage (Daily, Weekly, Monthly, Never)?
Do we have software installed that is not listed in Remedy (we only add
a certain selection)?

It is not a perfect system, but is enough to keep us well within the
limits of a software audit.

Well, holiday is getting closer (only about three hours left now. I
would like to take the opportunity to thank everyone on this list for
their help during the past year. 

Wish you all a merry X-mas and a happy new year! 

Best regards,
Runar

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T Wang
Sent: 21. desember 2006 17:20
To: arslist@ARSLIST.ORG
Subject: Please Advise!!! - Asset Management and Inventory Control

Just want to get some idea and the expert opinion from those who are
currently using Remedy as their asset management and inventory control
in
term of seat management.  Just a rough idea of how you went about
setting up
the system and what kind of scanner/scanner software did you use?  I
have
ask this question before in the past, but the message might have not
gone
through to the right person, thus I am sending this out again.

Thanks in advance and may everyone have a safe and joyous holiday
season.

T Wang
BAE Systems Information Technology
U.S. Department of the Treasury
Office of the Chief Information Officer
Headquarters IT Operations


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Re: Best Practice for ARS 7.0.1 - Install New or Upgrade?

[Runar Helle]

Hi,

 

Thanks, Rick. It is always good to get opinions from others than our
sales representatives. More precisely, what would you (or any other
listener) consider a small shop? Our internal IT department counts 45
people and we serve about 1400 user.

 

I consider my company to be very much in the same position as Mr. Carter
describes, "We're still trying to decide whether we need ITSM 7 (and
CMDB 2x) since our Help Desk is internal and fairly small".  

 

At the moment ITIL known to the organisation, but not heavily
followed/implemented. One of the main obstacles is believed to be lack
of system support. We  were thinking that upgrading to ITSM 7 might
provide us with the necessary tools to improve that.

 

We are currently running Helpdesk 4 (with some modifications) on ARS
6.3. 

 

Best regards,

Runar

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: 13. desember 2006 14:52
To: arslist@ARSLIST.ORG
Subject: Re: Best Practice for ARS 7.0.1 - Install New or Upgrade?

 

** 

Yes, Help Desk is now called Service Desk, starting with v7.  If you're
a small shop that is not heavily ITIL-centric, I'd have a hard time
making a case for you upgrading to v7.  It would be a lot of work for
your IT staff, management, and users alike, and the ROI in a small shop
is harder to find. 

 

Rick
 

On 12/13/06, Carter, Craig J Civ ARPC/DPD
<[EMAIL PROTECTED]> wrote: 

** 

There were some previous posts that gave an installation order for V7
based on their experience-I would have to go looking for it since we
haven't started the upgrade yet and I'm just looking for feedback.  No,
I don't believe there is a newer version than 7.0.01-I just left out the
extra zero.

We're still trying to decide whether we need ITSM 7 (and CMDB 2x) since
our Help Desk is internal and fairly small.  ITSM V5.6 didn't include
all of the extra baggage so we need to make the decision on whether it's
worth the upgrade.  Our primary use is CSS and custom applications.
There are also other Help Desk options showing up under our Supported
Product List so I need to get some more information on those. 

Can anyone tell me whether the current ITSM 7.0.01 is BMC Remedy Service
Desk Application?  We also show a "Remedy Help Desk & AR System v9.9.09"
on the supported product list...

CRAIG J. CARTER



From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Siti Hawa Bee SHAIK FARID
Sent: Tuesday, December 12, 2006 6:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best Practice for ARS 7.0.1 - Install New or Upgrade?  

Hi Craig, it seems like we are in the same boat. My current setup is
AR6.3, SQL2K and helpdesk 5.6 in WIN 2003 Server. 

Now moving to AR 7.0.01, ITSM 7.0 and SLA 7.0. Are you saying there's
another latest version 7.0.1? 

I notice in the ITSM 7.0, there's two separate installation disk. One
for incident management and the other for problem management. I have not
install that yet. 

Just finish installing AR server only. I think now I need to install the
CMDB 2.0.1 before the ITSM. 

How's ya installation plan like? An order?



From: Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] On Behalf Of Carter, Craig J Civ ARPC/DPD
Sent: Tuesday, 12 December, 2006 22:09
To: arslist@ARSLIST.ORG
Subject: Q: Best Practice for ARS 7.0.1 - Install New or Upgrade?

We need to move our production system to new servers.  We're currently
running ARS 6.3 P16, SQL Server 2000.  Our choices are either to install
7.0.1 new and migrate all of our apps and data or copy the database over
and upgrade to version 7.

Personally, I'd prefer to install fresh and migrate to get rid of old
forms, workflow, and apps.

Those of you with experience have any recommendations?  Currently, the
plan is to install everything fresh (SQL Server 2005, ARS 7.0.1) and
migrate CSS and customer apps and data.  We have a 5.6 version of ITSM
installed that we have not used so we would like to get rid of that and
either go with a newer version of ITSM or not install it at all.  We
also need to install DSO along with a backup database server. 

//SIGNED//

Craig Carter 

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Administrator - Performance Issues when saving form

[Runar Helle]

Hi, all

I've got a question about performance in AR Administrator. 

The performance varies for each time I save. Sometimes it takes up to 25
seconds to save a filter, other times only half a second. We are talking
about the same filter, and the change could be as small as changing a
character to its name (add or remove.  Makes no difference)

The interesting thing is that it seems to be very slow the first time I
save the filter. If I make an other change, save is quick. And if I make
yet an other change it is also very quick. If I then turn to the user
tool and do *any* operation that does an API/SQL call to the server, it
all breaks down again. The first time I save anything in the admin tool
after touching the user tool, things are sloow. After the first save
operation in the admin tool, subsequent saves to that element is quick
again. Good thing: It's consistent.

I've have checked the API&SQL log and the difference in API-time between
the "quick" and the "slow" saves is only milliseconds. CPU usage on
server is only 50 percent at its peak during save operation. For the
quick saves, I can hardly register any CPU load on the server. There is
no noticeable load on the client either.

The server is a dual 3.4 GHz with 3,5 GB RAM.
Administrator 6,3 patch 12
ARS 6.3, patch 12

Any ideas?

Best regards,
Runar

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Re: Search Sync Database - Not working

[Runar Helle]

**



Thank you all.
 
I opened the Object_Search_Admin form. Found the one 
instance that had been running in 2004. Set the Run/Not Run field to 0 and saved 
it. 
 
Voila, one updated Search Database!
 
Best regards,
Harry Happy - yes, I'm gonna stop using those names now. 
Stilla bit influenced by the ARS course, I quess:-)


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick 
WSent: 3. oktober 2006 15:05To: 
arslist@ARSLIST.ORGSubject: Re: Search Sync Database - Not 
working
** 

Open the Object_Search_Admin form in the User tool and set 
the Run/Not Run field to 0
 
When running the Sync you can not close the Admin Tool (I 
am lucky that I have a 2nd machine at my desk so I run the Sync on it to keep 
from intrupting my work)
 
Fred


From: Action Request System discussion 
list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Runar 
HelleSent: Tuesday, October 03, 2006 6:14 AMTo: 
arslist@ARSLIST.ORGSubject: Search Sync Database - Not 
working
** 

Greetings,
 
I have recently 
taken over Andy Admin's position, and in order to get a fair overview of 
how the old system is tied together I'm trying to run the Search Sync Database. 
Unfortunately, that little bugger does not seem to work properly. A windows 
opens, providing me with the following information:
--
Note: 
Synchronization of the search database is a time  and so 
on..
 
Status of Search 
Database:
 
Last Synchronized 
At:   23.03.2004 16:08:06
Current 
Synchronization Running 

   
Status [blank]
 
The Update Search 
Database is grayed out.
---
 

Although it claims 
that the system is running, there seems to be little or no activity at the 
server (minimal system usage). I tried to run the sync several times last week, 
but I got the same message. Furthermore, there is no Related Items tab in field 
properties in the admin tool. 
 
The ARS version is 
6.3, by the way.
 
Any tips, any hope, 
or will Mark Manager send me to Betty Brutal?
 
Best 
regards,
Willy 
Worried
 
***Runar Helle - 
IT-ingeniør, KDA IT Kongsberg Defence & Aerospace AS P.O. Box 1003, 
N-3616 Kongsberg NORWAY Office: (+47) 32 28 66 20 Mobile: (+47) 951 
91 986 Email:  [EMAIL PROTECTED]
Web:   www.kongsberg.com
 ***
 
 
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Search Sync Database - Not working

[Runar Helle]

**



Greetings,
 
I have recently 
taken over Andy Admin's position, and in order to get a fair overview of 
how the old system is tied together I'm trying to run the Search Sync Database. 
Unfortunately, that little bugger does not seem to work properly. A windows 
opens, providing me with the following information:
--
Note: 
Synchronization of the search database is a time  and so 
on..
 
Status of Search 
Database:
 
Last Synchronized 
At:   23.03.2004 16:08:06
Current 
Synchronization Running 

   
Status [blank]
 
The Update Search 
Database is grayed out.
---
 

Although it claims 
that the system is running, there seems to be little or no activity at the 
server (minimal system usage). I tried to run the sync several times last week, 
but I got the same message. Furthermore, there is no Related Items tab in field 
properties in the admin tool. 
 
The ARS version is 
6.3, by the way.
 
Any tips, any hope, 
or will Mark Manager send me to Betty Brutal?
 
Best 
regards,
Willy 
Worried
 
***Runar Helle - 
IT-ingeniør, KDA IT Kongsberg Defence & Aerospace AS P.O. Box 1003, 
N-3616 Kongsberg NORWAY Office: (+47) 32 28 66 20 Mobile: (+47) 951 
91 986 Email:  [EMAIL PROTECTED]
Web:   www.kongsberg.com
 ***
 
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