Re: Can you see who is running reports?

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Thanks for the replies guys.

This does not happen too often (once every few months) but on this occasion it 
was twice in the same day. Unfortunately turning on the logs was not an option 
as the hammering was finished by the time I was made aware. 
But I will have a look at the forms mentioned to see if I can identify the 
root.  FYI - We are on 8.1 currently but moving to 9.1 soon.  
It was a long shot but I was hoping there was an audit form that recorded 
reports/searches in an easy way.

Thanks
Tony

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Re: updating ITSM support tickets on mobile devices

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Thanks Tauf,

I had looked at the Smart IT offering but based on the BMC trial site it looked 
like users only have access to a very stripped back version of the ITSM 
applications.  On first view it appears to be aimed at end users rather than 
support staff - which is understandable. 
I need users to be able to view their work stacks, open and review 
incidents/changes including customer contact details, attachments and work info 
notes; enter updates; reassign calls; resolve calls; add time etc

Do you use Smart IT in your company?


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Re: updating ITSM support tickets on mobile devices

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Thanks John - that would be a great option but I think it would be a bit of 
overkill for the amount of users we need the mobile option for.
I was hoping BMC had an OOTB offering for support staff using mobiles that 
allowed for the majority of the most basic actions.

Tony

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Changing a drop down field to a data driven menu

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Hi Guys,

I have a number of custom drop down menu fields on the CHG:Infrastructure 
Change form that I want to convert to be data driven menus. They are changing 
regularly and this would allow much better control.

The plan is to:
Export field data and unique identifier to a arx file. 
Delete field. 
Create new character field with the same database ID, and menu to custom form
Import arx file

Is this the best approach or am I missing something?

Thanks
T

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Re: Changing a drop down field to a data driven menu

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Thanks Kiran,

Thanks for the reply.

I just ran a very quick test and found that if I:
- Delete the Drop Down field
- Create a new Character field with the same database ID
- Save the form 

The new field still has all the data - without having to export / import the 
data. This would be great as there are a large number of historical records and 
I would like to do this to a number of fields so it would save me considerable 
effort if I did not have to export / import.

Just wondering if anyone has done anything like this before or can think of a 
reason why this approach would not work.

I will of course be doing more testing but ideally would love to hear that 
someone has done this before without any side effects.

Thanks
Tony

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Re: Changing a drop down field to a data driven menu

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Hi James,

You are correct. Complete egg on my face.  

I duplicated data from another field when I was testing and then got the two of 
the mixed up when I was reviewing.

I will put it down to wishful thinking and rushed testing.  Time to go home for 
the day.

T

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Re: Caught Exception issue... (Mid Tier 8.1 Hotfixes)

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We are also consistently having this issue with it getting much worse with the 
move from 7.6 – 8.1, although this would also be in line with users moving from 
IE 8 to v9 or v10. As others have mentioned some people get it consistently 
while others never get it.  I have been unable to identify anything different 
between the users setup.  Our AR, ITSM, Mid Tier are all 8.1 patch 1.  I have 
not had the chance to try the latest service pack so it would be great to hear 
if it resolves or even helps this issue.

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Re: Caught Exception issue... (Mid Tier 8.1 Hotfixes)

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Thanks for the tips.  My users are sick of hearing me tell them to clear their 
cahce, its the new Switch it Off Switch it On line.

Not many of my users left on IE 8 at this stage and no chance of them 
reverting, I am having trouble telling them not to go to IE 11.

Out of interest at what stage do people get the error?  For me it seems to 
happen most when loading tables - the work info table in Incident form for 
example.

Tony

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Re: Why do service requests require a Login ID?

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Cheers guys,

The scenario I have is that end users without Login Ids call our service desk 
to report incidents.  We have enabled the feature to create service request on 
logging - the idea being that all incidents and changes would have Service 
Requests allowing particular customer Managers to logon to the portal and use 
the business manager console to view the tickets that all their staff have 
logged. 

Because the users calling our desk do not have Login IDs Remedy generates an 
Error saying that a Service Request cannot be created as the user does not have 
a Login ID.

My query was why does a Service Request need a Login ID and is there an easy 
workaround.  So far the best I have is to create a Login ID for each user - but 
we do not have a definitie list of possible users so I am looking at creating 
workflow that generates a login ID for each new People record created.

Tony

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Re: Why do service requests require a Login ID?

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Hi,

We are a Managed Services Provider so at any one time we have 150 + companies 
who each have their own staff coming and going.  Potentially any of these 
customers end users could call our hotline to log a fault. For obivous reasons 
it is impractical for us to try and maintain a database of potential callers.   
So when a person calls us for the first time our guys create a People profile 
for this person. These end users also have no need to access the SRM portal and 
so don't require a login ID or licence.

Each of the companies have a manager and the requirement is to provide a place  
that these managers can see the details of tickets that their staff are logging.

The idea was that we provide a single SRM logon to the Manager to access the 
business manager console and to enable the feature that logs a service request 
for each incideint/change logged.  

But I am quickly finding out that the Business Management Console leaves a lot 
to be desired when using it for this purpose.

Tony

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Re: Why do service requests require a Login ID?

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Thanks for the reply Joe.

We have a custom utility that the users can use to self-register when they go 
to our portal for the first time.  Like you describe, it creates a people and 
user account with the correct permissions depending on what we have setup for 
that customer.

The issue is when new users Phone the service desk - our Service Desk will use 
the create user functionality from the incident form to create a Person 
profile.  It looks like we now need additional workflow so that this also 
creates a User profile with the correct permissions so that a Service Request 
can be created on submission of the incident.

My original query was to try to ascertain why Service Requests need a Login ID 
associated to them and why was a person ID association not used like in 
Incident/Change.  

Regards
Tony

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Re: Why do service requests require a Login ID?

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Thanks for the reply Jason,

I probably should have mentioned that I work for a Managed Services company so 
not all our customers would have access to SRM and we would get new users 
calling us every day - so we can't link to AD or anything like that to ensure 
everyone already has an account.  So it may be a case that we will have to 
modify the create Person workflow so that it also creates a Login ID for each 
new user.  That brings it own issues - of trying to assign the correct 
permissions etc. 

Tony

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Why do service requests require a Login ID?

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Hi Guys,

We have a customer who has a few managers that use the SRM Request portal to 
submit/view requests and also view tickets raised by other users via the 
Busniess manager console.

Not all of this customers users have login Ids for Remedy.  90% submit calls 
via phone and only a select few access Remedy via the SRM portal. So 90% have 
people profiles but no User profile/Login ID.

When the Create Service Request on Submit rule is enabled and an 
Incident/Change is created for a person that does not have a Login ID you get 
the warning 
Login ID is missing for the registered user. An incident will be created but 
the request will not be created because Login ID is required. (ARWARN 45459) 

Question is: why does the Service Request need a Login ID?  Surely any 
relationship to a person should be done via the People ID.  Has anyone came 
accross this before or have any solutons?

Thanks
Tony

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Re: How to determine when a user last logged in

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Hi Guys,

Thanks a million for all the feedback; I am not the first person to hit this 
requirement then.  Looks like there are a few different approaches we can take, 
most of which will require customisations.  I am surprised/disappointed that 
Remedy doesn’t store a user’s last login time OOTB.

We have just built a customisation which enables our various customer’s end 
users to self-register a new account which assigns them a Read only licence and 
permission only to the SRM portal for their company - we don’t have access to 
their AD so can’t use that.  We want to be able to supply each of the customers 
with a list of registered Users and the last time they logged on – shouldn’t be 
a big deal I said :(  Ps. We are not concerned if we cannot get historic 
information.

The options:
1) Enable User audit log and extract data: Ideally I don’t want to have the 
user audit logs enabled, mainly for performance reasons and the size of the 
log. 
2) Enable Licence usage and extract data: If the licence usage form does not 
track Read licences then this is no good to me.  The main users I am trying to 
track have Read licences.
3) API approach: I like the sound of this but unfortunately this is currently 
my weak spot. May need to do some studying but would not be confident I could 
achieve this.
4) Active link on main homepage forms that triggers on Window Open and pushes 
time to new field on user form:  This may work, although I am not a big fan, as 
I believe there is already far too much workflow that triggers on Window loads. 
An issue is that this would update each time a user opens the form and not just 
the first time for their session.  Misi mentions setting a field which would 
stop the multiple records per session but I am not sure how I would clear this 
when the users session ends? – not everyone will click Logout so can’t use that.

I think option 4 is my best option so far but it’s not ideal…yet.

Thanks for all the help and any more ideas are more than welcome.

Tony

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Re: How to determine when a user last logged in

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That's great lads, thanks very much for all the advice.

I never knew those Global Fields existed so that will make it easier for me.  
I'm thinking of just doing it on the Service Resquest Console form to start 
with as that is the main area we are interested in.

Tony

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How to determine when a user last logged in

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Hi Guys,

Is there a way to determine when a user last logged into Remedy/ITSM without 
having to enable the user logs.  Basically I want to identify any user accounts 
that have not logged into Remedy in X months.

We have a multi-tenant ITSM 8.1 environment and do not have full control of our 
user base leaving procedures.  So if someone with a Remedy account was to leave 
one of our customers and they do not notify us then that persons account will 
remain active.  To mitigate against this we are planning to supply the 
customers with an active users report to check and want to include the last 
time they each logged on and any other useful information.
There is the user-cache table which has a timestamp column but that only seems 
to be updated when the user account is updated/changed and not when they login.

Any ideas how I could achieve this or how do you identify unused accounts?

Thanks
Tony

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Re: long itsm install times

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Our dev environment took up to 9 hrs to upgrade ITSM the first time - we do not 
have a lot of records. This was reduced by an hour by following the 
reccomendations in the docs I.e deleting unnecessary records, making dB 
changes, other at system tweaks detailed. If u really want to reduce the time u 
can look at exporting some data, upgrade, reimport data.
The time was further reduced for us by using a QA dB server which had more 
power. We are hoping that our production upgrade will be even quicker as it has 
a physical db which has more resources than both test and qa together. So give 
your dB as much resource as you can. 
Also are you doing the multi tenancy update as part of the its upgrade as that 
will add time. You could always run that post upgrade. 
And if downtime is a real concern you could upgrade a clone of your environment 
and use delta migrate tool to sync the data.

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Re: SLM Status no longer populates

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Thanks for the response Pallavi.

We have applied KA362395 which puts SLM:EventSchedule:TAD_PollingEscalation in 
its own escalation pool and it looks to be processing the events from the 
SLM:EventSchedule form now.  Althought the test will be in the moring when the 
most users are online.

I just dont understand why it suddenly stopped working as opposed to 
intermitted failure if it was a performance issue.  Possible it was running 
behind for a while and we just didnt notice.

Tony


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SLM Status no longer populates

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Hi Guys,

From mid afternoon on our Remedy ITSM 7.6.04 Sp2 environment users started to 
notice that the search screens were not as colourful, all the calls were grey 
instead of the usual green/red colour and the SLM real time Status field was 
blank.

We had a look and can see that the SVTs are attaching as normal, and the date 
is even being populated into the z1d_SLMDate field on the left of the help desk 
screen.

So it would appear as if there is nothing wrong with the SVT's attaching, there 
where no changes made to the system recently so I am at a loss as to why all of 
a sudden the SLM Status field would stop being completed.

I have looked in the normal log files and tried user AL and filter logs but 
dont see any obivious errors (i will have to go through in more detail and 
compare to a working system), I have even restarted the services as I happened 
to have an outage window. But no luck.

Has anyone came accross this before or can point me in any sort of direction.

Any advice welcome
Thanks
Tony

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Re: SLM Status no longer populates

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It looks like we have a backlog of records in the SLM:EventSchedule form which 
are not all being progressed by SLM:EventSchedule:TAD_PollingEscalation 
correctly

Some of these are just backed up from today but there are a few hundred which 
have SLA_Time Scheduled dates in the past (up to a year old) so the debate is 
now is it is better to delete these records or to process them by setting the  
SLA_Rule Event Occurred to Yes.

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Re: How do you adjust the queries for the Change Console that appears on IT Home Page?

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So so simple - I just assumed it would be more complicated.

Thank-you very much.

Tony

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Re: In ITSM, should users be able to select a person if the people Profile Status = Delete/obsolete

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Thanks for that Peter.

That is a useful work around we can use for now.

Cheers
Tony

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In ITSM, should users be able to select a person if the people Profile Status = Delete/obsolete

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Hi Guys,

Hopefully a simple one here. 

If we set a people record 'Profile Status' to Obsolete or Delete users can 
still select this person in the Incident/Change modules.

I have seen it written in previous posts that this field is only a marker and 
does not affect the record, but I have not seen anything in the official 
documents and other people I spoke to say that it is a defect.

So before I go to support does anyone know is this indeed a defect or is it 
working as designed (badly?) 

I would hope that marking a profile as obsoltete or for deletion should 
restrict the use of this record like it does for other records.

What does anyone else do with the old records when people leave - archive? I am 
trying to think of the implications of deleting the record and the only thing I 
can think of is that you would lose a bit of an audit trail on the people 
record itself - the incident / change records would not be affected even if an 
open Incident was linked to a person that was deleted.

Thanks
T

ITSM 7.6.04 Sp2.

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Whats with the Classification field labels in 8.1

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Hi Guys,

Time to let off some steam.
Just having a look a the classification tab that has been added to the Best 
Practice View of Incidents in 8.1.
For the Operational Categorization Tier 1 - 3 and Product categorization Tier 
1-3 fields the display labels of the fields have been hidden behind other 
fields and then separate text fields added where the labels would have normaly 
been.

Does anyone have any idea why on earth this has been done and why the labels 
are not visible as normal?
The product Name, Model, Manufacture labels are all laid out as normal.

This will affect users when they try to do an avanced search and click on the 
field label expecting it to be added to the search bar but it will not work.

Also this highlights a bug of mine and many of my users - the name of the 
actual field is ''Product Categorization Tier 1 but the label is Tier 1. Which 
means when users unfamilar with the field names try to do a search, report, 
filter or look in the audit log they cant find the fields they want as the 
labels are different. My favourite one is the Problem coordinator field which 
shows up as the Assignee Pblm Mgr in the audit log.

As I write/rant I think I know why it has been done in the incident form - it 
is for asthectic reasons - i.e it doesnt look pretty having a list of long 
labels:
Product Categorization Tier 1
Product Categorization Tier 2
Product Categorization Tier 3
It might not look pretty but at least the usability would have been better! Why 
not shorten to Product Cat Tier 1.

I notice in the change module they have named the fields Tier 1 - 3. But then 
most things seem to be done differently accross the modules. eg. how the 
customer is selected is wildly different in Incident and change.

Note to any BMC readers:
Please try to keep labels, Db names and visble labels the same
Please get the change/incident/problem teams to look at the other modules and 
keep them some way similar at least in the end users eyes.

And breathe.  Sorry about that folks, I just had to get it off my chest.

Tony

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Re: Whats with the Classification field labels in 8.1

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Hi Patrick,
We started on 7.6.04 so not familar with anything older and it was indeed the 
same on 7.6.04 but it was not as noticible to the end users as they could not 
click on the labels to populate the advanced search query then, as the fields 
where displayed in a pop up wondow.

I guess I can see why they didnt want to change the labels as it would affect 
peoples searches etc in an upgrade but it seems to be pretty common for the 
label to be different from the name and is one of the things that annoys our 
users and I keep having to explain.

I guess its a hangover from times gone by but it just seems to be getting worse.

Tony

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Re: [EXTERNAL] Whats with the Classification field labels in 8.1

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Thanks Natalie,

Good to know that it is not just me that this bugs.

Some of our users top gripes:
1) The layout of the fields are different in the modules. Eg. in Incident the 
order of three fields is Notes, Template, Summary but in change it is Template, 
Summary, Notes. In change you select Type and then prioratise but in incident 
you prioratise then select the type. They should 'flow' the same - it is basic 
UI design 101 stuff.  (now customised)
2) How you pick the customer is different in Incident/Change - In incident if 
the user does not exsit you can create a new profile, no such option in change. 
( partly customised)
3) How you enter time spent/effort is different and missing from problem 
management altogether.
4)In change it does not display the requested for name (now customised)
5) The label does not always match the field name.
6) They dont like the display only fields that are grey when it comes to 
searching eg. change location - now better in 8.1


Tony

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Re: Assigned To All My Groups on Landing Page doesn't work-BUG

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We had an issue like that Marcelo,

It was a while ago but I am pretty sure it was becasue of an issue with 
Application Preferences.  For the affected users go to Application Preferences 
- Incident Management tab, under the overview colsole section look at the Role 
field and see if it is set to Assignee. When the Show field is set to Assigned 
to My Selected Groups or Assigned to all my groups Assignee is not a valid 
entry. We changed it to Assigned Group for the users and it resolved the issue.

I'm currently looking at it in 8.1 and there still looks to be some issues in 
this area as the fields populate with an ID and not a name in some cases.

Tony

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Re: Assigned To All My Groups on Landing Page doesn't work-BUG

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Hi marcelo,

Again that sounds like an issue in the Application Preferences form user 
settings.  If they have the incident 'Role' field set to  Owner Group they 
will see all the calls, if they change that to Assigned Group then they 
should only see those calls assiged to their group.  It works ok for us as long 
as those settings are correct.

Just finished testing that part, currently amending the search queries for the 
change console so that 'Open' change queries include those changes at Draft and 
Completed stages as they are excluded by default.
Tony

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

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To update, we rolled back to a pre ITSM install snapshot and retried the 
install only selecting this time to only upgrade the Asset application.

But again it failed with the same error.

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Re: Upgrade ITSM 7.6.04SP2 to 8.1 - Wierd error (SEVERE)

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If you buy me a pint of the black stuff we can maybe call it even...

:)

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Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

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Hi Guys,

Is there a specific reason you should re-engineer overlays with granular 
overlays before upgrading applications?

We have a 7.6.04 SP2 ITSM install (windows/SQL) on which we have implemented 
some customisations using the object overlay method available in 7.6.

These are mostly basic customisations but some are on the major forms (HPD:Help 
Desk, Incident Console etc) - examples would be adding custom tabs  fields, 
moving the position of fields, adding columns to tables etc. 

We are now looking at upgrading to the latest 8.1 release. 

So I am wondering, when we upgrade to AR System 8.1 do we HAVE to re-engineer 
the customisations to Granular before upgrading ITSM OR can we upgrade all the 
applications and at a later date re-engineer the customisations.

I understand that it will mean we will not be able to see some new features if 
we have overlays in place (eg: the Classification tab in Help Desk etc) but the 
base form would still be updated so in theory I can come back later and change 
to granular overlays hence revealing the new features.

Am I overlooking something? is there a specific reason you should implement 
granular overlays before upgrading applications?

Thanks
Tony

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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

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Thanks for that David,

The new granular overlays are a great step forward and should make 
upgrading/patching even easier in the future.

In this case my reason for wanting to do the re-engineering at a later date is 
that we are considering doing an in-place upgrade. So if we can leave our 
overwrite overlays in place it would reduce the amount of down time we need to 
perform the complete upgrade of AR system  ITSM SLM from 7.6.04 to 8.1 in one 
go.  Overlays can then be re-engineered in stages over the next few weekends.

We are also considering upgrading only AR System to 8.1 the first weekend, then 
re-engineering the overlays and then upgrading the Applications. Staging 
servers with the Delta migration tool method are also being considered of 
course.

You say it may save time doing it prior to the upgrade so there is less to 
review post upgrade but my thinking is that it would take less time to do one 
review of all the customisations post install.

I see pros and cons to all approaches so I guess it is choosing what suits 
best. 

Thanks
Tony

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Re: Converting Overlays to Granular Overlays - before or after ITSM 8.1 upgrade?

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Thanks for the replies guys. 
That utility is built into the developer studio in 8.1 now and is indeed very 
handy when converting to granular overlays. 
What would be awesome would be if anything added/modified was a different 
colour, anything removed was faded etc or something along those lines, that 
would make it v.easy to compare as you go. Maybe in 8.2  :) for now we have the 
migrator tool. 

Thanks again
Tony

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Re: When is a Floating Application License Consumed

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Hi Claire,

What I find hard to exlain to management is why a floating write licence is 
consumed by someone who does not need a write licence. The users only need a 
read access to see what calls they have assigned to them but yet a floating 
write license is 'reserved'.

The way it was explained to us by both sales before we purchased ITSM and on 
site BMC consultant was that a floating licence would only be used when the 
user accesses the application to make changes. They also failed to point out 
that it takes an hour for that licence to become free again.  But then thats 
sales people for ya.

We now have a user base who mainly deal with Incidents but have a few changes 
that they have to work on.  They use the Overvierw Console to see what is 
currently assigned to them. What happens is that the few floating licences we 
have are taken by the first people to logon in the morning and there are none 
free for those who actually need to make changes.

Tony

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Re: When is a Floating Application License Consumed

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I agree, thank you for the response and the time and effort involved Doug.

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App Admin Console will not stay open.

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Hi Folks,

I have a strange issue I cannot get to the bottom of.

We have a AR System, ITSM 7.6 SP2 environment with 2 servers in a Server group 
(SG1  SG2).  We have 2 mid tier servers (MT1  MT2) each pointing at different 
SG servers. 

When I connect via MT1 which connects to SG1 server everything is fine.
When I connect via MT2 which connects to SG2 server most things work fine.  
However if I try to open the Application Administration Console using the 
normal link on the left the form opens but then closes straight away and brings 
me back to my home page.  If I open it via another form i.e a link in the SLM 
console, again it opens and then closes.  If I use the object list to open the 
form it opens and stays open and I can use it.  However if I try and change to 
the Custom Configuration tab then it reverts back to Stardard Configuration 
tab. 

If I connect MT2 to SG1 then it works fine.

I have tried looking in the logs but I cannot see what is causing this 
behaviour.  Below is the logs I get for the user when I open the form via the 
link in the SLM console

ActiveLink: RAC:Config:Console:OnOpen - Mon Nov 5 2012 15:43:12
True actions:
True action: 
{char}:F(57542).S({char}expr:({char}function:ARFuncLeft({char}expr:({char}keyword:$VUI-TYPE$),
 {integer}expr:({integer}goattype:IntegerType 2 
3;ARACTTableRefresh(57512);ARACTExpandCollapseTreeLevels(57512, 2);;
 action 0
  Set-fields 57542 = WIN
 action 1
ARACTTableRefresh(0, 57512)
ARACTCloseWindow(0, 0)

Does anyone know how this line is being activated as it seems to be the first 
difference in the logs when I compare it to working logs. ARACTCloseWindow(0, 
0)

Thanks
Tony

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Re: AREA LDAP configuration

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Hi Guys, 

This is what i eventually did.

Looking at the plugin logs I could see it is only searching using the first 
configuration and when the user is not found using that search it fails.  I 
couldn't get a fix to make it do multiple searches so we rearanged the AD tree 
structure and raised the level of the BaseDN so both OUs were included in the 
single Search. 

Not ideal but it will fill the gap until Remedy is upgraded.

Thanks
Tony

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Re: AREA LDAP configuration

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Thanks for the reply John,

I have to wait until I am outside core hours before I can restart anything 
again but I will try restarting only the arplugin this time, thanks.

By OU I mean Organizational Units so yes different sub-trees.  Unfortunately I 
can’t use the parent as the  base DN and search down as that would allow access 
to some groups that should be restricted.  Example of what I mean below:

Parent
  - old group
 -  old restricted Users
 -  old Remedy Users
  - new group
 - new restricted Users
 - new Remedy Users

Currently we search 'Old Remedy Users' for authentication of the users. Over 
the next few weeks users are being moved from 'Old Remedy Users' to 'New Remedy 
Users' in stages.  So i need Remedy to be able to authenticate both those 
groups without including the Restricted users.

The document is very good but the only thing that I can see that I can use is 
to try setting a timeout and Chase refferal settings.  I will have another go 
this evening.

Thanks
Tony

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