Re: SNOW Migration

[Saji Philip]

Well,

When comparing the two, I think there is a disservice to Remedy.  Yes, SNOW
is a Java-coded application and development is a quick cache refresh (ala
the mid-tier and ALs).  But Remedy is a true platform.  I think alot of
that is lost in these discussions.  Most do not compare Apples to Apples,
but Apples to Oranges.  If ITSM is all thats needed then a OOTB SNOW
instance is a preferred path.  But I have too many colleagues who have been
wined and dined by SNOW, and after the initial honeymoon, the scope of
customizations crops up.  Money is spent to have SNOW act like its
predecessor.  And some do feel 'buyers remorse'.

Gartner even elludes to this with a mention of price creep.

As for Remedy and BMC, as a whole, I think with SmartIT and Innovation
Studio, they are on track to provide the best of both worlds.  I have not
been overly excited with the SNOW product, from what I see.  At least OOTB.



On Tue, Mar 19, 2019 at 8:29 AM Rajesh Nair 
wrote:

> Hello
> In our case it was the servicenow vendor who did the migration for one few
> instance(customer at a go)
> But for one we had to import the data via excel.. its easier to do it
> servicenow
> Related custom code.. you have to do it again and we have JavaScript on
> servicenow...plus point will be the workflows which allows you to design
> the process in a flow
>
> My experience quite easier to develop things on snow as its single window
> and does not require a downtime just refresh the cache and its done
>
>
>
> On Tue, 19 Mar 2019, 14:06 Dave Shellman,  wrote:
>
>> Ben,
>>
>> I believe that Christian is looking for real world experiences of folks
>> that have changed to SNOW.  My take is he’s looking for this so he can
>> counter the promises made by SNOW sales folks of how easy it is to switch.
>>
>> Dave
>>
>> On Tue, Mar 19, 2019 at 3:19 AM Ben Chernys <
>> ben.cher...@softwaretoolhouse.com> wrote:
>>
>>> Hi Christian,
>>>
>>>
>>>
>>> Meta-Update can transfer what ever you like, however you like, by
>>> opening connections simultaneously to Remedy and ServiceNow.  This include
>>> attachments, permissions, etc.
>>>
>>>
>>>
>>> In addition, Meta-Archive will archive data to HTML and copy the
>>> generated URLs and selected searchable fields to a ServiceNow form.
>>>
>>>
>>>
>>> Contact me off-list for more info.
>>>
>>>
>>>
>>> Cheers,
>>>
>>> Ben Chernys
>>> Senior Software Architect
>>> [image: logoSthInc-sm]
>>>
>>> Canada / Deutschland
>>> Mobile:+49 171 380 2329   GMT - 7 + [ DST ]
>>>
>>> Mobile +1 403  554 0887
>>> Email:   ben.cher...@softwaretoolhouse.com
>>> Web: www.softwaretoolhouse.com
>>>
>>> We are a BMC Technology Alliance Partner
>>>
>>>
>>>
>>>
>>>
>>> Check out Software Tool House's free Diary Editor and our  Freebies
>>> Section for ITSM Forms and Fields spreadsheet.
>>>
>>> *Meta-Update
>>> **,* our
>>> premium ARS and ServiceNow Data tool, lets you automate your imports,
>>> migrations, *in no time at all*, without programming, without staging
>>> forms, without merge workflow.
>>>
>>>
>>>
>>> *Meta-Archive
>>> * does
>>> ITSM Archiving your way: with your forms and your multi-tenant rules,
>>> treating each root request as a complete tree and checking associatuions.
>>> Archive output to different servers, HTML pages with links to attachments
>>> or archive forms.
>>>
>>>
>>>
>>> *Meta-Databot
>>> * is an
>>> automated, extensible BMC Data Wizard.  It reads a file of data changes and
>>> sports an Undo feature.
>>>
>>>
>>>
>>> Pre ITSM 9.1.04?  Clarify?  HP? Roll your own?  No problem!  You can
>>> keep your valuable data!
>>>
>>>
>>> http://www.softwaretoolhouse.com/
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>>
>>> *From:* ARSList  *On Behalf Of *Smerz,
>>> Christian
>>> *Sent:* March-18-19 9:49 PM
>>> *To:* ARSList@arslist.org
>>> *Subject:* SNOW Migration
>>>
>>>
>>>
>>> Hi folks,
>>>
>>> I know there are several folks who have been working with Remedy as well
>>> as SNOW who subscribe to this list.  I’d like to get some honest
>>> perspectives as to your opinions, migration experiences, customer service,
>>> pricing, level of effort to from a project perspective to make the jump
>>> assuming full ITSM.  The spectre of SNOW has been seen so I’m gathering
>>> information.  Thanks in advance.
>>>
>>>
>>>
>>> Christian Smerz
>>>
>>>
>>> --
>>>
>>>
>>> This message (including any attachments) is confidential and intended
>>> for a specific individual and purpose. If you are not the intended
>>> recipient, please notify the sender immediately and delete this message.
>>>
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
> --
> ARSList

PUT API for HPD:IncidentInterface

[Saji Philip]

Has anyone created a Postman PUT function into IncidentInterface form?
What did you use as an entry id?
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Any conferences this year?

[Saji Philip]

I know last year was the T3.  Any BMC relates conferences this year..
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: Remedy SSO with Kerberos

[Saji Philip]

We did Remedy SSO with Kerberos..

1) Create DNS for SSO server with a Type A record IP
2) Create SPN user with proper rights
3) Create new realm with Kerberos and SPN credentials.   For the
applications, make sure your using FQDN. I.e  'mymidtier.xyzcompany.com'
4) When installing the integrations make sure  you are using the FQDN and
port for the SSO server. I.e. 'mysso.xyzcompany.com:80/rsso'
5) Delete the default realm '*'

To access, you have to use FQDN.  I.e. 'mymidtier.xyzcompany.com/arsys'

I use Apache redirect to map out from a LB name. For instance, 'Remedy' I
have it redirected to the above path..

On Mon, Nov 27, 2017, 9:10 AM Thomas Miskiewicz  wrote:

> **
> Saw that one but it’s so wishy-washy I couldn’t believe this is it.
>
> This one’s a lot better:
> https://docs.bmc.com/docs/rsso91/kerberos-authentication-process-662397346.html?src=search
>
>
> Thanks
>
> Thomas
>
>
> On 27. Nov 2017, at 16:06, LJ LongWing  wrote:
>
> **
> something like this?
>
>
> https://docs.bmc.com/docs/display/public/ars9000/Configuring+Kerberos+for+Authentication
>
> On Mon, Nov 27, 2017 at 7:53 AM, Thomas Miskiewicz 
> wrote:
>
>> Hi there,
>>
>> in our development we’ve installed RSSO on our Mid Tier server. Then we
>> run the installer again and told it to do the Mid Tier integration. At last
>> we run the installer on the AR Server and told it to do the AR Integration.
>>
>> Is there a document that describes the Kerberos integration from this
>> point?
>>
>>
>> Thanks
>>
>> Thomas
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed

[Saji Philip]

I had a similar issue, but mine the Arserver failed and I couldn't start ar
server.  I had the Java running from my D: drive, JRE path.  I reinstalled
it on the C: and things went successful.  Are you using JDK or the JRE
intalls?

On Wed, Oct 11, 2017, 12:29 PM Saji Philip  wrote:

> Mind if  I ask the version of Java and where it's installed?
>
> On Wed, Oct 11, 2017, 9:07 AM Grooms, Frederick W <
> frederick.w.gro...@xo.com> wrote:
>
>> **
>>
>> It is not crucial for the install.  I have installed new hardware (empty
>> directories) pointing to an existing database (Granted this was 8.1 on
>> Linux) with no issues.
>>
>> When you start up on 8.1 are there any errors in the logs?
>>
>>
>>
>> I did have an issue in one environment where 9.1 would not start.  It
>> would give errors like Error creating bean…   The issue had to do with
>> missing permissions for the user and role in the Oracle db.
>>
>>
>>
>> Fred
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [
>> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Thomas
>> Miskiewicz
>> *Sent:* Wednesday, October 11, 2017 1:17 AM
>>
>>
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed
>>
>>
>>
>> **
>>
>> Abhijeet,
>>
>>
>>
>> if ARSystemInstalledConfiguration.xml so crucial for the installation why
>> wouldn’t the pre-check routine tell me that but continues with the
>> installation instead?
>>
>>
>>
>> Where in the BMC documentation do I read that the
>> ARSystemInstalledConfiguration.xml needs to be there and what it should
>> contain for a successful upgrade?
>>
>>
>>
>> Last week I took the ARSystemInstalledConfiguration.xml that was created
>> by the failed installation and started a new try using it. Same errors.
>>
>>
>>
>> In the meantime the BMC Support keeps silent…
>>
>>
>>
>>
>>
>> Thomas
>>
>> On 10. Oct 2017, at 19:03, Gadgil, Abhijeet  wrote:
>>
>>
>>
>> **
>>
>> Looked the logs that were mentioned at the start of this email thread.
>>
>> We see a couple of issues within the logs and calling these out in
>> reverse chronological order:
>>
>> 1.   SEVERE error regarding server not starting up – this is a
>> result of database changes themselves not going thru correctly in the first
>> place.
>>
>> 2.   While making database changes, there is a ORA-02437 error
>>
>> a.   (Oct 06 2017 02:52:22.617 PM
>> +0200),WARNING,com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageUpgradeJDBCWriterErrorHandler,
>>
>>   LOG EVENT {Description=[Failed to create primary key when running sql:
>> ALTER TABLE ARADMIN.FILTER_PUSH ADD PRIMARY KEY ( filterId, actionIndex,
>> fieldId, overlayGroup ).  Upgrade will continue, but upon completion
>> database should be manually corrected to ensure product performs as
>> designed.],Detail=[ORA-02437: cannot validate (ARADMIN.SYS_C0062062) -
>> primary key violated
>>
>> 3.   Even with just this error, we would expect only some of the
>> imports for FILTERs to fail. But, there are a lot many failures related to
>> duplicate inserts.
>>
>>
>>
>> Looking at the log in detail, we see that database changes didn’t go
>> through correctly. This is evident from the log of
>> ARServerPriorToServerJDatabaseUpgradeTask class, really missing logs from
>> this class tell us this class didn’t go through and inserts are failing
>> with index violation error.
>>
>>
>>
>> Why did this class not execute – really either of the 2 conditions:
>>
>> a.   Either the server being upgraded is secondary server – this is
>> not the case and it’s confirmed in the logs.
>>
>> b.   Or it did not find “*featureARServer*” product ID and version in
>>  *ARSystemInstalledConfiguration.xml* that existed in the install
>> directory before starting the upgrade – this seems to be true in this case
>> as Thomas mentioned in the mail below “ARSystemInstalledConfiguration.xml
>> didn’t exist but it was created after the first failed installation. In
>> there it says, server is NOT server group member. So does ar.conf”.
>>
>>
>>
>> We have seen similar issue in the past due to corrupt/incomplete or
>> missing ARSystemInstalledConfiguration.xml file.
>>
>> Now why this file does not exist before upgra

Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed

[Saji Philip]

 there are duplicates before upgrade:
>
> o   select filterId, actionIndex, fieldId, count(*) from filter_push
> group by filterId, actionIndex, fieldId having count(*) > 1
>
> o   If above query finds duplicates, that needs to be fixed before
> starting the upgrade. Clearly there seem to be corrupt entries related to
> overlays of those filters. Don’t see how it will happen via the product.
>
>
>
> Then start upgrade with 9.1.03 and this time it should succeed once
> database is upgraded successfully.
>
>
>
> Regards,
>
> Abhijeet
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Thomas
> Miskiewicz
>
>
> *Sent:* 10 October 2017 15:55
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed
>
>
>
> **
>
> I didn’t try and I won’t. I have 24 servers to upgrade!!!
>
> On 10. Oct 2017, at 16:51, Brian Pancia  wrote:
>
>
>
> **
>
> Have you tried to upgrade one sp/version at a time instead of going
> directly to 9.1.03.  I've done countless upgrades and never had a lot of
> luck with going from one version (ie 8.x to 9.x).  In that case I've always
> did a clean install and migrate data.  RRRChive does an excellent job at
> moving data.  I've seen installers go through stating successful only to
> find out things were missing on the back end.  I would recommend trying an
> incremental upgrade first and if you're spinning your tires do a clean
> install and migrate data.  It might be quicker then troubleshooting the
> install.
>
>
>
> Brian
>
>
> --
>
> *From:* Action Request System discussion list(ARSList) <
> arslist@ARSLIST.ORG> on behalf of Thomas Miskiewicz
>
> *Sent:* Tuesday, October 10, 2017 8:14:40 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed
>
> **
>
> No, the issue is that the installer updates the binaries and then cannot
> start the server and gives up. I also feel like giving up after the BMC
> support cannot tell us what their product does.
>
>
>
> Thomas
>
>
> On 10. Oct 2017, at 14:08, Saji Philip  wrote:
>
> **
>
> Is this an upgrade in place?  Does the installer hang (never finishes and
> no errors).  We had a similar issue and the 9..x would fail ARS because we
> had a custom AL guide and it would error out on tha arcontainer table.
> Taking a backup and deleting this AL guide allowed ARS to install.  Then we
> had problems with Atrium in that it didn't like our overlay on the
> BMC.Elements form.  But that would error out.  We just deleted the
> overlay.  But the weirdest part is that ITSM would hang in installation.
> Putting the server to Allow queries to be true, even though the prechecker
> said otherwise, allowed the ITSM to go through...
>
> 8.1.02 going to 9.1.03
>
>
>
> On 6 Oct 2017 6:29 pm, "Thomas Miskiewicz"  wrote:
>
>
>
> **
>
> Hi,
>
>
>
> the dbVersion is 54.
>
>
>
> Server is not part of the server group, still the stupid installer says:
> server is NOT server group member, server IS server group member, server is
> NOT server group member … why?
>
>
>
> (Oct 06 2017 02:29:12.122 PM
> +0200),CONFIG,com.bmc.install.task.InstallationPropertiesHelper,
>
>   LOG EVENT {Description=[SET PROPERTY
> BMC_AR_SERVER_GROUP_MEMBER],Detail=[F]}
>
>
>
> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
> Num-Preload-Schema-Segments, , 25, searchKEYandREPLACEvalue]],
> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
> Num-Preload-Threads, , 10, searchKEYandREPLACEvalue]],
> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
> Application-Enable, F, T, setCFGentry]],
> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
> Large-Result-Logging-Threshold, , 100, setCFGentry]],
> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
> Max-Log-History, , 8, setCFGentry]],
> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
> Max-Log-File-Size, , 134217728, se

Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed

[Saji Philip]

Also, I never got any help from our L1 or BMC.  It was mostly trial and
error on our part.  Especially, on the ARS portion, they gave some Sql
queries to run and didn't understand the results, and I heard crickets from
there on..  Ticket was still open, but no response, until we fixed it and
closed the ticket.

On Tue, Oct 10, 2017, 7:08 AM Saji Philip  wrote:

> Is this an upgrade in place?  Does the installer hang (never finishes and
> no errors).  We had a similar issue and the 9..x would fail ARS because we
> had a custom AL guide and it would error out on tha arcontainer table.
> Taking a backup and deleting this AL guide allowed ARS to install.  Then we
> had problems with Atrium in that it didn't like our overlay on the
> BMC.Elements form.  But that would error out.  We just deleted the
> overlay.  But the weirdest part is that ITSM would hang in installation.
> Putting the server to Allow queries to be true, even though the prechecker
> said otherwise, allowed the ITSM to go through...
>
> 8.1.02 going to 9.1.03
>
> On Tue, Oct 10, 2017, 6:27 AM Thomas Miskiewicz 
> wrote:
>
>> **
>> Satya,
>>
>> the environment is NOT a copy or clone of another environment. The
>> servgrp... Tables don’t exist.
>>
>> I did a clean start with deleting logs etc few times already. Nothing
>> new. Same stuff in the logs.
>>
>> I would appreciate if you could review my armonitor.conf and
>> ARSystemInstalledConfiguration.xml Maybe you see something’s I don’t.
>>
>> Apart from that I have no idea what else I can do. Even worse neither
>> does BMC!
>>
>> They‘ve been discussing the matter internally since a couple of days but
>> didn’t approach us with a single suggestion.
>>
>> When this happens (and this is how BMC support in India works 99.9% of
>> time), they usually wait two weeks and send me a question whether the
>> problem still persists. How ridiculous is that!
>>
>>
>> Thomas
>>
>> On 6. Oct 2017, at 20:05, Satya Gandhi  wrote:
>>
>> **
>> Hi Thomas,
>>
>> A dbVersion value of 54 indicates that the database has been upgraded
>>
>> I also see that there is alternating information about the ARServer
>> being  secondary serher AT least when it is validating FTS ports
>>
>> If the database was a copy from another environment which was part of a
>> server group,  then perform the flowing steps
>>
>>
>> Remove the old arerror log and armonitor log  files  and restart the
>> arsystem services. If the reserves starts successfully the  perform the
>> following steps
>>
>> Delete records from table servgrp_board and servgrp_resources
>>
>> Change db version value to  what is currently on prevdbversion column and
>> remove the value from prevdbversion
>>
>> On the AR config file, set multiple ar servers to false and server group
>> member to false. Also ensure that there are no references for secondary
>> server for any plugins or any features. Comment those lines out, if you
>> find any
>>
>> Remove any files from the temp directory to have  clean set of install
>> log files
>>
>> Ensure that the arsystem server licenses are valid and you are able to
>> create new records in any for that already have more than  2000 entries
>>
>>  Also set the min and max values for private queues,  fast and list
>> threads to the current and recommended maximum value for your infrastructure
>>
>> Now run the installer and let us know how it goes
>>
>> Thanks
>> Satya Gandhi
>>
>> On 6 Oct 2017 6:29 pm, "Thomas Miskiewicz"  wrote:
>>
>>> **
>>> Hi,
>>>
>>> the dbVersion is 54.
>>>
>>> Server is not part of the server group, still the stupid installer says:
>>> server is NOT server group member, server IS server group member, server is
>>> NOT server group member … why?
>>>
>>> (Oct 06 2017 02:29:12.122 PM
>>> +0200),CONFIG,com.bmc.install.task.InstallationPropertiesHelper,
>>>   LOG EVENT {Description=[SET PROPERTY
>>> BMC_AR_SERVER_GROUP_MEMBER],Detail=[F]}
>>>
>>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>>> Num-Preload-Schema-Segments, , 25, searchKEYandREPLACEvalue]],
>>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>>> Num-Preload-Threads, , 10, searchKEYandREPLACEv

Re: Second try --> Upgrade 8.1.00 to 9.1.03 Failed

[Saji Philip]

Is this an upgrade in place?  Does the installer hang (never finishes and
no errors).  We had a similar issue and the 9..x would fail ARS because we
had a custom AL guide and it would error out on tha arcontainer table.
Taking a backup and deleting this AL guide allowed ARS to install.  Then we
had problems with Atrium in that it didn't like our overlay on the
BMC.Elements form.  But that would error out.  We just deleted the
overlay.  But the weirdest part is that ITSM would hang in installation.
Putting the server to Allow queries to be true, even though the prechecker
said otherwise, allowed the ITSM to go through...

8.1.02 going to 9.1.03

On Tue, Oct 10, 2017, 6:27 AM Thomas Miskiewicz  wrote:

> **
> Satya,
>
> the environment is NOT a copy or clone of another environment. The
> servgrp... Tables don’t exist.
>
> I did a clean start with deleting logs etc few times already. Nothing new.
> Same stuff in the logs.
>
> I would appreciate if you could review my armonitor.conf and
> ARSystemInstalledConfiguration.xml Maybe you see something’s I don’t.
>
> Apart from that I have no idea what else I can do. Even worse neither does
> BMC!
>
> They‘ve been discussing the matter internally since a couple of days but
> didn’t approach us with a single suggestion.
>
> When this happens (and this is how BMC support in India works 99.9% of
> time), they usually wait two weeks and send me a question whether the
> problem still persists. How ridiculous is that!
>
>
> Thomas
>
> On 6. Oct 2017, at 20:05, Satya Gandhi  wrote:
>
> **
> Hi Thomas,
>
> A dbVersion value of 54 indicates that the database has been upgraded
>
> I also see that there is alternating information about the ARServer
> being  secondary serher AT least when it is validating FTS ports
>
> If the database was a copy from another environment which was part of a
> server group,  then perform the flowing steps
>
>
> Remove the old arerror log and armonitor log  files  and restart the
> arsystem services. If the reserves starts successfully the  perform the
> following steps
>
> Delete records from table servgrp_board and servgrp_resources
>
> Change db version value to  what is currently on prevdbversion column and
> remove the value from prevdbversion
>
> On the AR config file, set multiple ar servers to false and server group
> member to false. Also ensure that there are no references for secondary
> server for any plugins or any features. Comment those lines out, if you
> find any
>
> Remove any files from the temp directory to have  clean set of install log
> files
>
> Ensure that the arsystem server licenses are valid and you are able to
> create new records in any for that already have more than  2000 entries
>
>  Also set the min and max values for private queues,  fast and list
> threads to the current and recommended maximum value for your infrastructure
>
> Now run the installer and let us know how it goes
>
> Thanks
> Satya Gandhi
>
> On 6 Oct 2017 6:29 pm, "Thomas Miskiewicz"  wrote:
>
>> **
>> Hi,
>>
>> the dbVersion is 54.
>>
>> Server is not part of the server group, still the stupid installer says:
>> server is NOT server group member, server IS server group member, server is
>> NOT server group member … why?
>>
>> (Oct 06 2017 02:29:12.122 PM
>> +0200),CONFIG,com.bmc.install.task.InstallationPropertiesHelper,
>>   LOG EVENT {Description=[SET PROPERTY
>> BMC_AR_SERVER_GROUP_MEMBER],Detail=[F]}
>>
>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Num-Preload-Schema-Segments, , 25, searchKEYandREPLACEvalue]],
>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Num-Preload-Threads, , 10, searchKEYandREPLACEvalue]],
>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Application-Enable, F, T, setCFGentry]],
>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Large-Result-Logging-Threshold, , 100, setCFGentry]],
>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Max-Log-History, , 8, setCFGentry]],
>> [className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Max-Log-File-Size, , 134217728, setCFGentry, [level=Database Only
>> Server Group
>> Configuration,commands=[[className=com.bmc.install.product.arsuitekit.platforms.arsystemservers.task.ARServerUpdateConfigurationEntry,arguments=[/ESP/usr/ar/ARSE1/conf/ar.conf,
>> Server-Group-Member, , F, searchKEYandREPLACEvalue, [level=AR Server
>> Group
>> Configu

Remedy Hosting

[Saji Philip]

Hello fellow Remedy chaps,


Has anyone had any experience in moving your entire instance of Remedy to
the cloud, i.e IaaS.  Something like AWS or Azure, where your in control,
but affords the relief of infrastructure management...

Any pain points?  If so, what the costs of hosting ( I know the human
element is intangible)

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Hosting services

[Saji Philip]

Does anyone know of instances where people had their Remedy environment
hosted? IaaS  If so, any good or recommended hosting companies...

We are thinking to move our entire instance to a IaaS cloid offering..

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Re: Official announcement of BMC Exchanges replacement for BMC Engage

[Saji Philip]

I hope they announce something about the WWRUG soon.  Our traveling
slots/budget are being filled pretty fast...

On Wed, Feb 22, 2017, 4:04 PM Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> While my world no longer revolves around Remedy, I still keep up and play
> with it.  I am surprised that they are not doing one in Texas at all.  
> Especially
> Houston.  Headquarters city, plenty of space in their own building to
> host.  Major airport.
>
>
>
> It is almost like the old evil blackbird days…  take something over just
> to destroy it and walk away…
>
>
>
> PS.  Playing in the SNOW is not as bad as I thought it would be.
>
>
>
>
>
>
>
> Claire Sanford
>
> ISD ITCC Technical Engineering
>
> Lead Application Analyst
>
>
>
> Memorial Hermann, Memorial City
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Wednesday, February 22, 2017 3:02 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [EXTERNAL] Re: Official announcement of BMC Exchanges
> replacement for BMC Engage
>
>
>
> **
>
> This is especially disheartening that they only have three U.S. cities,
> none even in Texas.  It’s kind of sad that BMC headquarters is in the same
> town as many of us but they don’t give us a local sales person, nor are
> they even hosting one of these events here.  I won’t pretend that I know
> why they’re doing this but I can’t come up with any reasons I’d be excited
> about.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, February 22, 2017 2:51 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Official announcement of BMC Exchanges replacement for BMC
> Engage
>
>
>
> **
>
> Well, I suppose if one lives in one of those cities, there would be no
> cost. For many of the rest of us, traveling for just one day isn't even
> worth requesting.
>
> Rick
>
>
>
> On Feb 22, 2017 12:47, "Jason Miller"  wrote:
>
> **
>
>
> https://secure-web.cisco.com/1ZfdDKw050xWIbNtdT1O9zNBkugnFB7CRSKcMDkhGBpBNRrfZ-Xh2AaX_4_TrbhH5S7G-j8KOi3hzu3KIDzi4t-9EovicMeoQdtw_HiAIQCryeKTJznpiv35StU5ejXGJQhKCNDbEnzgw8a3dOmq0rdDgTuSIIMwG4eb4h_5KkpWLHLtRDZUKOeBxjr7hoV2wKKy9Kyv-cWDsfVKyYmDIDuZiRxSdGi0lMBUrSd_f5zDNrlYUA5eQJtt0OxYJtEC7gprTLzWG6scU5GCS5QyOJvaAm2hrn3iok1zTlcUyrkcvOIq_SSADuvm9yLaQEii3RWF17JpjhYH4xm5InKEzEw/https%3A%2F%2Fcommunities.bmc.com%2Fgroups/bmc-global-services/blog/2017/02/22/bmc-exchange-coming-to-a-city-near-you
> 
>
>
>
> BMC Exchanges are one-day, no cost events where you will gain new insights
> about digital business, get up-to-date information about the latest BMC
> products and services, and network with your peers, BMC partners, and BMC
> experts.
>
>
>
> Hosted in nine cities across four continents, we’ve made it easier than
> ever to attend a BMC Exchange event near you:
>
> Washington, DC – June 7th
>
> New York City – October 12th
>
> San Francisco – October 25th
>
> Singapore – October 31st
>
> Beijing – November 2nd
>
> Essen (Germany) – November 14th
>
> London – November 16th
>
> Sao Paulo – November 30th
>
> Paris – January 25th (2018)
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Private and confidential as detailed here
> .
> If you cannot access hyperlink, please e-mail sender.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ARS 9.1.02 Dev to Prod Clone

[Saji Philip]

Did you check the ranking forms?

On Mon, Feb 20, 2017, 6:22 PM Brian Pancia  wrote:

> **
>
> This may be a silly question.  When you modified the ar.cfg file did you
> restart the BMC services immediately after or did you login to the Admin
> Console first?  Are you using server groups?
>
>
>
> Brian
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Fawver, Dustin
> *Sent:* Friday, February 17, 2017 6:48 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ARS 9.1.02 Dev to Prod Clone
>
>
>
> **
>
> Greetings!
>
>
>
> So I'm pushing to try to meet a deadline to get ARS 9.1.02 live in our
> production environment.  I have a development environment set up the way
> I'd like it, at least for launch.  I wanted to avoid having to figure out
> again how to properly configure AREA LDAP, SSL, redirections and such.
> Hoping to shave some time on things, here's what I did, thinking it would
> work.
>
>
>
> - Had my sysadmin clone the dev VM and database.  Database was backed up
> from the dev SQL server and restored onto the prod SQL server.  Due to
> naming conventions in place here, the names of the databases are different.
>
>
>
> - The new prod VM was renamed accordingly and placed onto the domain.
>
>
>
> - Edited the ar.cfg file on the prod VM to make it point to the production
> SQL server with the correct DB name, DB username and password in plain text.
>
>
>
> - When logging into the prod VM and going into the AR System
> Administration: Console, I look at the Database tab and it has values for
> the development server.  I had SQL Server Management Studio export the data
> into SQL files.  I searched for the name of the dev server in the SQL files
> and updated the values accordingly on the production DB server.  This took
> me a little while to do.
>
>
>
> - I started the ARS service back up and it still points to the dev
> database.  I can log into both system separately, but any changes that I
> make to the config on one is reflected on the other.
>
>
>
> - I attempted an "upgrade" to ARS 9.1.02.  It was successful.  The
> installation program even had the values for the production database server
> as its defaults.  Unfortunately it still seems to want to access the
> development database server.
>
>
>
>
>
> Do any of you think that this is salvageable and that I'm just overlooking
> something?  Some of the things that I was able to get running on the
> development server have been set for so long that it may take me a little
> bit to get things back to running.
>
>
>
> Thanks!
>
> Dustin Fawver
> Sr. Help Desk Technician
> Information Technology Services
>
> P: 423-439-4648
> faw...@etsu.edu
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> DISCLAIMER: The information contained in this e-mail and its attachments
> contain confidential information belonging to the sender, which is legally
> privileged. The information is intended only for the use of the
> recipient(s) named above. If you are not the intended recipient, you are
> notified that any disclosure, copying, distribution or action in reliance
> upon the contents of the information transmitted is strictly prohibited. If
> you have received this information in error, please delete it immediately.
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Re: BMC Engage

[Saji Philip]

I hear they are trying to revive the WWRUG (the founders) in a different
format, if BMC does announce no more Engages.  BMC really blew it with this
one..

And everything they are saying is 'we conducted surveys and listened to the
public and decided that multiple geo-centric events is betier than a 4 day
global conference.'  Really? Who did they talk to?  I say the new CEO did
not want to fork over a million to subsidize and organize these events.
Probably gave the pink slip to the BMC event dept.

On Tue, Feb 7, 2017, 6:27 AM Joe D'Souza  wrote:

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

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BMC Engage

[Saji Philip]

I am hearing that BMC Engage for 2017 is not happening

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Re: Remedy 9.5

[Saji Philip]

So what are the main differences in 9.5 versus 9.1?  Is it a quantum leap
like it was for 7.6.04?

On Wed, Aug 10, 2016, 1:19 PM Chris Jones  wrote:

> ** Thanks Doug and LJ
>
> Chris Jones, Director
>
> Aramea
>
> www.arameasoftware.com
>
>
>  Mueller, Doug wrote 
>
> Just to be really clear….
>
>
>
> YES, the Java API will still be there and still be fully functional
> against all applications and all uses that currently exist.
>
>
>
> Doug Mueller
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *LJ LongWing
> *Sent:* Wednesday, August 10, 2016 6:11 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy 9.5
>
>
>
> **
>
> Chris,
>
> Yes, as I understand it, the Java API will still be there...I see
> absolutely no reason it would be removed/deprecated in any way.  Did you
> get indication elsewhere to the contrary?
>
>
>
> On Wed, Aug 10, 2016 at 6:45 AM, Chris Jones 
> wrote:
>
> ** Hi guys,
>
> Can anyone confirm if the 9.5 release of AR System will still support the
> Java API?
>
> Thanks,
>
> Chris
>
> Chris Jones, Director
>
> Aramea
>
> www.arameasoftware.com
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Housekeeping & monitoring check on the FT_Pending & FTS /collection/ folder for the FTS Failure issue?

[Saji Philip]

To clarify we deleted the non indexing servers from the ranking form and
only had the indexer.  ARS will need to be restarted...

On Thu, Jun 16, 2016, 6:03 PM Saji Philip  wrote:

> We had a similar issue.  And it was related to the ranking form.  We have
> 3 application servers that are server grouped and had them ranked.   We
> noticed on the ft_pending table records were being placed from the non
> indexing servers.  So we just deleted all servers except for the indexer.
> Truncated the fr_pending table, cleared out the configuration folder and
> restarted index.  Now the ft_pending table is clearing out and no
> backlogged records.
>
> Hope this helps...
>
> On Thu, Jun 16, 2016, 8:48 AM Abhi$hek  wrote:
>
>> **
>>
>> Remedy 8.1.02
>> On 16 Jun 2016 7:05 p.m., "Gadgil, Abhijeet" 
>> wrote:
>>
>>> **
>>> What version of Remedy stack are you on?
>>>
>>> -Original Message-
>>> *From:* Abhishek Anand [abhi.masc...@gmail.com]
>>> *Received:* Thursday, 16 Jun 2016, 6:07PM
>>> *To:* arslist@ARSLIST.ORG [arslist@ARSLIST.ORG]
>>> *Subject:* Housekeeping & monitoring check on the FT_Pending & FTS
>>> /collection/ folder for the FTS Failure issue?
>>>
>>> Hi Experts,
>>>
>>>
>>>
>>> We are facing frequent FTS failure issues with global as well as local
>>> search.
>>>
>>> And records are getting piled up in FT_Pending table as well.
>>>
>>>
>>>
>>> So we are planning to implement monitoring alerts on the FT_Pending as
>>> well as FTS /collection/ folder to proactively manage FTS issues.
>>>
>>>
>>>
>>> Please provide your valuable suggestion on it.
>>>
>>> Early response will be highly appreciated.
>>>
>>>
>>>
>>> Cheers,
>>>
>>> AA
>>>
>>>
>>> ___
>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>> "Where the Answers Are, and have been for 20 years"
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>

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Re: Housekeeping & monitoring check on the FT_Pending & FTS /collection/ folder for the FTS Failure issue?

[Saji Philip]

We had a similar issue.  And it was related to the ranking form.  We have 3
application servers that are server grouped and had them ranked.   We
noticed on the ft_pending table records were being placed from the non
indexing servers.  So we just deleted all servers except for the indexer.
Truncated the fr_pending table, cleared out the configuration folder and
restarted index.  Now the ft_pending table is clearing out and no
backlogged records.

Hope this helps...

On Thu, Jun 16, 2016, 8:48 AM Abhi$hek  wrote:

> **
>
> Remedy 8.1.02
> On 16 Jun 2016 7:05 p.m., "Gadgil, Abhijeet" 
> wrote:
>
>> **
>> What version of Remedy stack are you on?
>>
>> -Original Message-
>> *From:* Abhishek Anand [abhi.masc...@gmail.com]
>> *Received:* Thursday, 16 Jun 2016, 6:07PM
>> *To:* arslist@ARSLIST.ORG [arslist@ARSLIST.ORG]
>> *Subject:* Housekeeping & monitoring check on the FT_Pending & FTS
>> /collection/ folder for the FTS Failure issue?
>>
>> Hi Experts,
>>
>>
>>
>> We are facing frequent FTS failure issues with global as well as local
>> search.
>>
>> And records are getting piled up in FT_Pending table as well.
>>
>>
>>
>> So we are planning to implement monitoring alerts on the FT_Pending as
>> well as FTS /collection/ folder to proactively manage FTS issues.
>>
>>
>>
>> Please provide your valuable suggestion on it.
>>
>> Early response will be highly appreciated.
>>
>>
>>
>> Cheers,
>>
>> AA
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy 9.0.01 Installation failed

[Saji Philip]

We have the same error, but going from 8.1.02 to 9.1...  Also, 9.0 failed
as well...  Got the same duplicate key Value error.  We have engaged BMC,
will let you know how it goes

On Thu, Mar 24, 2016, 5:48 PM Scott Philben  wrote:

> Was this an upgrade on new hardware? If so, you will have to license it
> before your start. We installed 7.6.04 on a new box, swapped out the
> database with the existing DB, licensed it on the new server, and then ran
> the 8.0 upgrader. BMC recommended doing that one first then moving on to
> 9.0.01 upgrader.
>
> Try that.
>
> Sent from my iPhone
>
> > On Mar 24, 2016, at 18:21, Su Kaur  wrote:
> >
> > Hello,
> >
> > We tried to upgrade 7.6 to 9.0.01 but it failed.  We are highly
> customized and not using any OOTB ITSM applications. The install log file
> had following errors at multiple places -
> > - Your login failed, but connected as a guest user
> >
> > -  LOG EVENT
> {Description=[[resultType=COMPLETED,exitCode=2]],Detail=[RIK command (
> returned a RETURN code of 2, which was interpreted as a failure from RIKJ
> [RIKCOMMAND] LOAD_APPLICATION -C true -t 3785 -u Action Request Installer
> Account -f C:\Program Files\BMC
> Software\ARSystem\AREmail\adf_emailengine_def.xml
> >
> > - LOG EVENT  C:\Program Files\BMC Software\ARSystem -L true -n
> EmailEngine-RIK_PostInstall -N 7200  [RIKERROR]  Exception from RIKJ
> command Definition import failed, code 2 , filename - C:\Program Files\BMC
> Software\ARSystem\AREmail\AR_Email_Workflow.def]
> >
> >
> >
> > We tried to manually import the AR_Email_Workflow.def file but got
> following error -
> >
> > The SQL database operation failed.;
> org.springframework.orm.jpa.JpaSystemException: Exception
> [EclipseLink-4002] (Eclipse Persistence Services -
> 2.4.2.v20130514-5956486):
> org.eclipse.persistence.exceptions.DatabaseException
> > Internal Exception: com.microsoft.sqlserver.jdbc.SQLServerExcepti,  552,
> >
> > The following item was not imported; AR System Email Mailbox
> Configuration,  55,
> >
> >
> >
> > Below are the exceptions in the SQL logs during def file import -
> >
> > uery: InsertObjectQuery(name=Incoming Mail Server Password,
> overlayGroup=0, overlayProp=0)
> > org.springframework.orm.jpa.JpaSystemException: Exception
> [EclipseLink-4002] (Eclipse Persistence Services -
> 2.4.2.v20130514-5956486):
> org.eclipse.persistence.exceptions.DatabaseException
> > Internal Exception: com.microsoft.sqlserver.jdbc.SQLServerException:
> Violation of PRIMARY KEY constraint 'PK__field__9104870AD2A5F43D'. Cannot
> insert duplicate key in object 'dbo.field'. The duplicate key value is
> (136, 123, 0).
> > Error Code: 2627
> > Call: INSERT INTO field (fieldId, schemaId, overlayGroup, changeDiary,
> createMode, defaultValue, fbOption, fieldType, fOption, helpText,
> lastChanged, fieldName, objProp, overlayProp, owner, recordId,
> resolvedfieldId, resolvedName, smObjProp, timestamp, datatype) VALUES (?,
> ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)
> >bind => [21 parameters bound]
> > Query: InsertObjectQuery(name=Incoming Mail Server Password,
> overlayGroup=0, overlayProp=0); nested exception is
> javax.persistence.PersistenceException: Exception [EclipseLink-4002]
> (Eclipse Persistence Services - 2.4.2.v20130514-5956486):
> org.eclipse.persistence.exceptions.DatabaseException
> > Internal Exception: com.microsoft.sqlserver.jdbc.SQLServerException:
> Violation of PRIMARY KEY constraint 'PK__field__9104870AD2A5F43D'. Cannot
> insert duplicate key in object 'dbo.field'. The duplicate key value is
> (136, 123, 0).
> > Error Code: 2627
> >
> >
> > Has anyone faced this issue before?  How to fix it?
> >
> > Thanks!
> > Kaur
> >
> >
> ___
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>
>
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Re: [Non-DoD Source] Re: Remedy 9.0.1 upgrade

[Saji Philip]

Well, bmc returned and wanted me to run a select all query where container
ID equals an ID number.  It found one record.  BMC didn't tell me to delete
it, but I deleted it anywho, since it was a crash and burn environment.  I
tried the installer again, and it installed but now the approval server
failed to install.  Go figure

On Wed, Jan 6, 2016, 12:46 PM Johnson, Andrew J CTR USSOCOM HQ <
andrew.johnson@socom.mil> wrote:

> **
>
>
>
> No but we did receive an error  saying "*ServerName* of class
> [com.bmc.arsys.server.persistence.ServerGroupBoardEntity] is mapped to a
> primary key column in the database. Updates are not allowed."
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> Sent: Wednesday, December 23, 2015 8:05 PM
> To: arslist@ARSLIST.ORG
> Subject: [Non-DoD Source] Re: Remedy 9.0.1 upgrade
>
>
>
> **
>
>
>
> You may want to do a search in your container table to look for duplicates
> :)
>
>
>
> On December 23, 2015 5:45:54 PM Saji Philip  wrote:
>
>
>
> ** Has anyone gotten a duplicate primary key error when
> trying to upgrade from 8.1.02 to 9.0.1?  Was trying to upgrade ARS.
>
>
>
> The primary key error was on the table 'ar.container'.
>
> _ARSlist: "Where the Answers Are" and have been for 20
> years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Remedy 9.0.1 upgrade

[Saji Philip]

Has anyone gotten a duplicate primary key error when trying to upgrade from
8.1.02 to 9.0.1?  Was trying to upgrade ARS.

The primary key error was on the table 'ar.container'.

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Re: Question on overlays - when?

[Saji Philip]

7.6.04

On Fri, Sep 11, 2015, 8:59 PM Wallace, Kelvin <
kelvin.wall...@freshfromflorida.com> wrote:

> **
>
> In the Master Index documentation for 7.6.4, several references to
> overlays are mentioned.  In 7.6.3’s Master Index documentation, there is no
> mention of overlays.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *John Sundberg
> *Sent:* Friday, September 11, 2015 9:25 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Question on overlays - when?
>
>
>
> ** Pretty sure it was 7.6.3.
>
>
>
> Which was the weirdest - IMHO - it was such a big change (and possibly
> dangerous) it deserved a .0 release - like 8.0.
>
>
>
> -John
>
>
>
>
>
>
> On Friday, September 11, 2015, richard@bwc.state.oh.us <
> richard@bwc.state.oh.us> wrote:
>
> **
>
> In which version of ARserver/Remedy did the base and overlay forms
>
> first appear?
>
>
>
>
>
>
>
>
>
>
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message. Portions of this message may be confidential
> under an exemption to Ohio's public records law or under a legal privilege.
> If you have received this message in error or due to an unauthorized
> transmission or interception, please delete all copies from your system
> without disclosing, copying, or transmitting this message. Portions of this
> message may be confidential under an exemption to Ohio's public records law
> or under a legal privilege. If you have received this message in error or
> due to an unauthorized transmission or interception, please delete all
> copies from your system without disclosing, copying, or transmitting this
> message.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> --
>
> *John Sundberg*
>
> *Kinetic Data, Inc.*
>
> *"Your business. Your process."*
>
>
>
> 651-556-0930 I john.sundb...@kineticdata.com
>
> www.kineticdata.com I community.kineticdata.com
>
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Knowledge sources

[Saji Philip]

Hello list,

I need some assistance.  We made some changes to the index fields on
HPD:Help Desk (took out work log) and when I save it, it started updating.
Well it's been like a week and still updating.

Where do I go to kill this job?

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Re: Smart IT error

[Saji Philip]

Thanks guys.  It was a custom filter someone wrote on interface create form.

On Fri, Jul 10, 2015, 3:23 PM Saji Philip  wrote:

> Good point.  I will check..
>
> On Fri, Jul 10, 2015, 3:01 PM Tauf Chowdhury  wrote:
>
>> **
>> Key in the same fields you are trying to pass in the Incident
>> Interface_Create form and see if you're getting the error. If custom, it
>> may be looking all the way down to Product Name or some other fields.
>>
>> Sent from my iPhone
>>
>> On Jul 10, 2015, at 3:54 PM, Saji Philip  wrote:
>>
>> **
>>
>> Funny thing is, I did filter and active link logging and could not find
>> this error..
>>
>> On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn <
>> shawn.pier...@energytransfer.com> wrote:
>>
>>> **
>>>
>>> That looks too much like a custom error message.  Do you have some
>>> custom Filter that requires an Operational or Product Category for an
>>> Incident to be submitted?  If not on HPD:Help Desk itself, maybe on the
>>> Interface_Create form?
>>>
>>>
>>>
>>> Thanks,
>>>
>>>
>>>
>>> *Shawn Pierson *
>>>
>>> Remedy Developer | Energy Transfer
>>>
>>>
>>>
>>> *From:* Action Request System discussion list(ARSList) [mailto:
>>> arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip
>>> *Sent:* Friday, July 10, 2015 2:47 PM
>>> *To:* arslist@ARSLIST.ORG
>>> *Subject:* Re: Smart IT error
>>>
>>>
>>>
>>> **
>>>
>>> Was just trying create a ticket..  From scratch and I am picking the
>>> categories.
>>>
>>>
>>>
>>> On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury  wrote:
>>>
>>> Just guessing here but do you have those fields populated via a template
>>> or trying to use auto assignment?
>>>
>>> Sent from my iPhone
>>>
>>> > On Jul 10, 2015, at 3:02 PM, Saji Philip  wrote:
>>> >
>>> > **
>>> > Hello ARListers,
>>> >
>>> > I am getting the following error whenever I try to create a ticket in
>>> Smart IT.
>>> >
>>> > You must enter the "Operational Categorization" and "Product
>>> Categorization" before submitting this request (ARERR 1213121)
>>> >
>>> > It is an AR System User error, so I cannot see it nay of the logs.  I
>>> am thinking I am missing something in configurations...
>>> >
>>> > Any ideas?
>>> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> ___
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>>>
>>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>  Private and confidential as detailed here
>>> <http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot
>>> access hyperlink, please e-mail sender.
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>

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Re: Smart IT error

[Saji Philip]

Good point.  I will check..

On Fri, Jul 10, 2015, 3:01 PM Tauf Chowdhury  wrote:

> **
> Key in the same fields you are trying to pass in the Incident
> Interface_Create form and see if you're getting the error. If custom, it
> may be looking all the way down to Product Name or some other fields.
>
> Sent from my iPhone
>
> On Jul 10, 2015, at 3:54 PM, Saji Philip  wrote:
>
> **
>
> Funny thing is, I did filter and active link logging and could not find
> this error..
>
> On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn <
> shawn.pier...@energytransfer.com> wrote:
>
>> **
>>
>> That looks too much like a custom error message.  Do you have some custom
>> Filter that requires an Operational or Product Category for an Incident to
>> be submitted?  If not on HPD:Help Desk itself, maybe on the
>> Interface_Create form?
>>
>>
>>
>> Thanks,
>>
>>
>>
>> *Shawn Pierson *
>>
>> Remedy Developer | Energy Transfer
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip
>> *Sent:* Friday, July 10, 2015 2:47 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Smart IT error
>>
>>
>>
>> **
>>
>> Was just trying create a ticket..  From scratch and I am picking the
>> categories.
>>
>>
>>
>> On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury  wrote:
>>
>> Just guessing here but do you have those fields populated via a template
>> or trying to use auto assignment?
>>
>> Sent from my iPhone
>>
>> > On Jul 10, 2015, at 3:02 PM, Saji Philip  wrote:
>> >
>> > **
>> > Hello ARListers,
>> >
>> > I am getting the following error whenever I try to create a ticket in
>> Smart IT.
>> >
>> > You must enter the "Operational Categorization" and "Product
>> Categorization" before submitting this request (ARERR 1213121)
>> >
>> > It is an AR System User error, so I cannot see it nay of the logs.  I
>> am thinking I am missing something in configurations...
>> >
>> > Any ideas?
>> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>>
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>>  Private and confidential as detailed here
>> <http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot
>> access hyperlink, please e-mail sender.
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Smart IT error

[Saji Philip]

Funny thing is, I did filter and active link logging and could not find
this error..

On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> **
>
> That looks too much like a custom error message.  Do you have some custom
> Filter that requires an Operational or Product Category for an Incident to
> be submitted?  If not on HPD:Help Desk itself, maybe on the
> Interface_Create form?
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip
> *Sent:* Friday, July 10, 2015 2:47 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Smart IT error
>
>
>
> **
>
> Was just trying create a ticket..  From scratch and I am picking the
> categories.
>
>
>
> On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury  wrote:
>
> Just guessing here but do you have those fields populated via a template
> or trying to use auto assignment?
>
> Sent from my iPhone
>
> > On Jul 10, 2015, at 3:02 PM, Saji Philip  wrote:
> >
> > **
> > Hello ARListers,
> >
> > I am getting the following error whenever I try to create a ticket in
> Smart IT.
> >
> > You must enter the "Operational Categorization" and "Product
> Categorization" before submitting this request (ARERR 1213121)
> >
> > It is an AR System User error, so I cannot see it nay of the logs.  I am
> thinking I am missing something in configurations...
> >
> > Any ideas?
> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>  Private and confidential as detailed here
> <http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot
> access hyperlink, please e-mail sender.
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Re: Smart IT error

[Saji Philip]

Was just trying create a ticket..  From scratch and I am picking the
categories.

On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury  wrote:

> Just guessing here but do you have those fields populated via a template
> or trying to use auto assignment?
>
> Sent from my iPhone
>
> > On Jul 10, 2015, at 3:02 PM, Saji Philip  wrote:
> >
> > **
> > Hello ARListers,
> >
> > I am getting the following error whenever I try to create a ticket in
> Smart IT.
> >
> > You must enter the "Operational Categorization" and "Product
> Categorization" before submitting this request (ARERR 1213121)
> >
> > It is an AR System User error, so I cannot see it nay of the logs.  I am
> thinking I am missing something in configurations...
> >
> > Any ideas?
> > _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Smart IT error

[Saji Philip]

Hello ARListers,

I am getting the following error whenever I try to create a ticket in Smart
IT.

You must enter the "Operational Categorization" and "Product
Categorization" before submitting this request (ARERR 1213121)

It is an AR System User error, so I cannot see it nay of the logs.  I am
thinking I am missing something in configurations...

Any ideas?

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Install issues

[Saji Philip]

Hello,

I am testing upgrading our 8.1.01 to SP2 in a test environment.  I pulled a
copy of our PRD db, installed all the 8.1.01 binaries, and restored the db.

In the process of upgrading ITSM and SRM to SP2, I received warnings and
SRM actually said it failed.  I figure this is due to the fact the server
was at the peak of memory usage.

I ran the ITSM and SRM health check and all came back successful for
8.1.02.  And the SHARE:Application_Properties form, all records indicate
the new version and no fails.

Can I trust the health check and Application_Properties form?  The system
seems to be upgraded.

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Re: Remedy 9

[Saji Philip]

Yeah, doing further research and trying out their trial on BMC.con, it
seems it heavy on the Smart IT front.  Not much changes, I can see, from
the classic Remedy IM.

We are going to upgrade a 'play' environment at our company.  Will let you
know how it goes..
On May 20, 2015 5:29 AM, "Jarl Grøneng"  wrote:

> **
> Hi
>
>
> Smart Reporting is a huge update.
>
> Not much updates to Incident. They have removed the classic views.
>
>
> --
> J
>
> 2015-05-20 10:57 GMT+02:00 Jeff Lockemy :
>
>> **
>>
>>
>>
>> Has anyone actually installed (or seen) Incident Management/Service Desk
>> 9?  If so, aside from some AR System enhancements they added are there any
>> notable updates?
>>
>>
>>
>> They are marketing Remedy 9 with SmartIT, but frankly all I see is
>> SmartIT and no Remedy.
>>
>>
>>
>> Jeff
>>
>>
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Rick Westbrock
>> *Sent:* Tuesday, May 19, 2015 3:14 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Re: Remedy 9
>>
>>
>>
>> **
>>
>> SmartIT is just a GUI front-end for ITSM, it was introduced before Remedy
>> v9 was released. Consider SmartIT an alternative interface to ITSM as
>> compared to the standard mid-tier interface if you will. I believe a new
>> version of SmartIT was released along with the latest release of ITSM 9 but
>> I am not positive on that.
>>
>>
>>
>> SmartIT only works with the ITSM suite so it won’t help if you are just
>> running AR System custom applications (no matter what version).
>>
>>
>>
>> -Rick
>>
>>
>>
>> *From:* Action Request System discussion list(ARSList) [
>> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Saji
>> Philip
>> *Sent:* Tuesday, May 19, 2015 12:06 PM
>> *To:* arslist@ARSLIST.ORG
>> *Subject:* Remedy 9
>>
>>
>>
>> **
>>
>> Not sure if anyone knows.  But I noticed Remedy9 being more mobile based
>> and a friendly customer oriented GUI.  In saying that.  Is this Smart IT?
>> Or is Smart IT more for pre 9 and Remedy9 is already integrated with Smart
>> IT?  Or is Remedy9 totally different?
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Remedy 9

[Saji Philip]

Not sure if anyone knows.  But I noticed Remedy9 being more mobile based
and a friendly customer oriented GUI.  In saying that.  Is this Smart IT?
Or is Smart IT more for pre 9 and Remedy9 is already integrated with Smart
IT?  Or is Remedy9 totally different?

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Re: Email engine not working

[Saji Philip]

Also, make sure your profile is setup right with Outlook. And the email
engine service logs in with that account.
On Apr 25, 2015 1:39 AM, "Sandeep Pandey"  wrote:

> **
> Hi Experts,
>
> I am facing below issue in stderr.log. I am able to successfully restsrt
> the services of ar email engine but outgoing email not triggering. The
> error logs form I am not getting anything.
>
> Apr 23, 2015 3:45:55 PM com.bmc.arsys.emaildaemon.LoggingModule doWork
> SEVERE: Could not connect to :xxx.xxx.xxx
> Apr 23, 2015 3:45:55 PM com.sun.mail.imap.IMAPStore protocolConnect
> SEVERE: AUTHENTICATE failed.
> javax.mail.AuthenticationFailedException: AUTHENTICATE failed.
> at com.sun.mail.imap.IMAPStore.protocolConnect(IMAPStore.java:474)
> at javax.mail.Service.connect(Service.java:275)
> at javax.mail.Service.connect(Service.java:156)
> at
> com.bmc.arsys.emaildaemon.MBConnection.openStore(MBConnection.java:467)
> at
> com.bmc.arsys.emaildaemon.ReceiverModule.initializeIncommingMailbox(ReceiverModule.java:2465)
>
> at
> com.bmc.arsys.emaildaemon.ReceiverModule.initialization(ReceiverModule.java:500)
>
> at com.bmc.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:298)
> at java.lang.Thread.run(Unknown Sourc
>
> Please help. Thanks.
>
> Sandy
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Incident Sample

[Saji Philip]

Hey Shawn,

The 'incident sample' I believe is the OOTB incident creator in SRM.  In
RKM, you can raise an incident from an article. 'Incident sample' is the
AOT.
On Mar 3, 2015 8:20 AM, "Pierson, Shawn" 
wrote:

> **
>
> Good morning,
>
>
>
> Users have reported a very strange issue to me.  Basically, we are seeing
> Incidents created, apparently from SRM, with only a Summary populated that
> says “Incident Sample”.  I turned on the option to create Service Requests
> when an Incident is manually created several years ago, but this seems to
> have started around the time we upgraded to 8.1.  Of the thousands upon
> thousands of Incidents we’ve created since the 8.1 upgrade early last year,
> 54 Incidents have been created with this issue.
>
>
>
> From what I have gathered, they have no relation to any previously
> resolved or closed Incidents, they aren’t called from any SRD that is
> available (keep in mind the one used by Incident Management is in Draft
> status and untouched), they aren’t related to any emails being sent into
> Remedy, and there’s no time overlap with the dates of other Incidents for
> these same users.  I’m really at a loss in determining what could be
> causing this.
>
>
>
> Have any of you seen this, and if so, how did you fix it?
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>  Private and confidential as detailed here
> . If you cannot
> access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Work Order and approvals

[Saji Philip]

Cool that's exactly what I was looking for.  Can you email me off the list
sphili...@gmail.com
On Feb 12, 2015 11:09 PM, "onkar shinde"  wrote:

> **
>
> Hi Philip,
> The approvers tab present on wo form is hidden and not as such really
> integrated with approval server.
>
> I have integrated wo application with approval server for one of my
> customers.
> In this particular case, i had made the approvers tab visible to wo users
> and added a table to show 3 way join form of wo-approval, which lists
> approvers and their signature status.
> Also add approvers button i reused on this form to attach the approvers to
> given wo request in ad hoc manner.
>
> What are you looking exactly here.
> On Feb 13, 2015 6:45 AM, "Saji Philip"  wrote:
>
>> **
>>
>> Has anyone out there ever play with the 'Approver' tab in Work Orders?
>>
>> We are trying use it add ad-hoc approvers.  Any advise would be
>> appreciated.
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Work Order and approvals

[Saji Philip]

Has anyone out there ever play with the 'Approver' tab in Work Orders?

We are trying use it add ad-hoc approvers.  Any advise would be appreciated.

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Re: BMC Support / On Site Visits

[Saji Philip]

Currently, we have a support partner and I have not had the privilege of
getting to know him well (our manager mostly handles that).  But in my
previous job I was the point of contact for sales, and I must say I have
not met a account rep that was not now always taking the time out to call
and chit chat.  I have been working with Remedy since 2005 (so still a
newbie), but I have done business with cMango/Wipro, Column, and BMC.

Maybe it was luck of the draw, but my Acct reps from all those (partners
included) were awesome.  I've always had good experiences with BMC (non
support related), maybe it was because my acct rep just worked the federal
sectors (I worked in the public school system).  He was based in Austin,
but always called once every 2 weeks or came to visit.  Not all were sales
pitches and we became very good friends to this day.

The account reps from my support partners has been equally awesome.  I
guess these relationships grew, it may have started out as a sales
agreement at first, but we made sure it fostered.  In a way, it was both
ways.  And it came to the point where there was trust and honesty.

I believe BMC is on the right track now with the Customer Connect area, and
the focus on Customer relationship.

On the other hand, support issues is another story.. I've had bad
experiences with BMC and Column.  BMC tries, but I think with the
off-shored resources they just don't get me.  They are good coders, but
just takes time to communicate your issues and get a resolution.  Column, a
few times I did seek help, showed a sense of arrogance, which I did not
like (especially being new to Remedy).

Now I get most of my ideas and vision from the WWRUG or forums such as this.

Shawn, yes we do need a Houston RUG, I am up for it..

On Fri, Jan 16, 2015 at 6:59 AM, Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> **
>
> In your email you noted that you’ve been working with Remedy more than 15
> years.  I’ve been at this a while too, and from what I’ve seen, it’s not so
> much of an evolution of BMC, the Remedy tool, or anything external, it’s
> more a change in myself.
>
>
>
> If I were stuck figuring out whether it is a better idea to do a Push
> Fields action on a Filter or Active link, like when I first started using
> Remedy, I could ask the ARSList and I would get quick responses that would
> be very helpful.  At the same time, most of the support issues I’d have to
> deal with BMC on were solvable by them because they all had more experience
> than I did with the tool.  I’d also be able to attend training and events
> and learn lots of new things that I could quickly apply because I had no
> clue prior to that.
>
>
>
> At this point, the issues I run into tend to be software defects or me
> trying to be an early adopter with something that not everyone is ready for
> yet (both of these are usually related.)  I’ve got My IT and Smart IT
> projects for this year, and our Smart IT project is basically supposed to
> kick off the moment the next version is released.  I don’t think I’ll be
> able to approach the ARSList or BMCDN about those issues and get a quick
> response simply because the user base of that yet unreleased version of
> Smart IT will be too small.  BMC support will also not know how to resolve
> these potential issues, nor will my BMC sales team.  What I can rely on
> them for is to escalate my issue past support and into engineering.
>
>
>
> Beyond that, I don’t really mind BMC not inviting us out to lunch as much
> as they used to.  It just means I don’t have to spend an hour pretending to
> be interested in sports and Process Designer once a quarter at a generic
> corporate-style restaurant.  I would like to see more local user groups pop
> up, and I heard there’s supposed to be one in in my city next week but I
> never heard back from the originator of it.  Those are really where you get
> a better handle on what’s going on in the world of Remedy.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *BradRemedy
> *Sent:* Friday, January 16, 2015 3:43 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* BMC Support / On Site Visits
>
>
>
> **
>
> Hi
>
>
>
> I wanted to know how often do you guys, as customers, get to see your BMC
> representatives? I am not talking about your support partner (although i am
> interested also to know this) but your actual BMC representative?
>
>
>
> I was always under the impression that you should see them every few
> months, and not a sales call to see what other products that can push over
> the fence, but proper visits to find out how you are doing, what you are
> working on, any concerns / questions, can they help or offer advice etc or
> just for a "hay I was in the area and thought I would stop in for some
> coffee with you".
>
>
>
> Lately I have become increasing frustrated with BMC Software. I have 

Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Saji Philip]

They say best form of flattery is to imitation..  But I would like to drive
a Jaguar more so then a Hyundai...
On Jan 8, 2015 7:13 PM, "Joe D'Souza"  wrote:

> **
>
> Absolutely not! The first time I saw a Hyundai Sonata’s 2000 model (I
> think) I thought it was a complete rip off of the Jaguar including the way
> the car was dressed with its trims and lights etc.
>
>
>
> I saw another that was a rip off of the BMW 5 series – I do not recall
> which one that was.
>
>
>
> One could understand a motorcycle that looks like another as there is only
> so much you can do to make them distinguished from each other – but on a
> car I thought it was weird.
>
>
>
> Joe
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jason Miller
> *Sent:* Thursday, January 08, 2015 7:12 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Knowledgebase design in SNow is almost the exact design as
> the Knowledgebase in Remedy...
>
>
>
> **
>
> Ok, so it isn't just me that has thought I was looking at a Jaguar a few
> times?  :)
>
>
>
> On Thu, Jan 8, 2015 at 3:54 PM, Joe D'Souza  wrote:
>
> **
>
> I agree. Right up to the prefixes for incident, change, problem to name a
> few.
>
>
>
> The Knowledgebase looked like a direct copy with almost the same status
> flow design.
>
>
>
> It appeared to me like a Hyundai Sonata that tried to look like a Jaguar.
>
>
>
> Joe
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip
> *Sent:* Thursday, January 08, 2015 6:48 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Knowledgebase design in SNow is almost the exact design as
> the Knowledgebase in Remedy...
>
>
>
> **
>
> I even saw a SNOW product that our vendor is using and it looks eerily
> like a toned down version of Remedy.  Not all impressed...
>
> On Jan 8, 2015 12:33 PM, "Tanner, Doug" 
> wrote:
>
> **
>
> They all do it, anyone remember Rem-Mail. Doug
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
> *Sent:* Thursday, January 08, 2015 12:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: Knowledgebase design in SNow is almost the exact design as
> the Knowledgebase in Remedy...
>
>
>
> **
>
> Exact same status values.
>
>
>
> Couldn’t help wondering if BMC has a point or two about them having stolen
> design concepts.
>
>
>
> Joe
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Knowledgebase design in SNow is almost the exact design as the Knowledgebase in Remedy...

[Saji Philip]

I even saw a SNOW product that our vendor is using and it looks eerily like
a toned down version of Remedy.  Not all impressed...
On Jan 8, 2015 12:33 PM, "Tanner, Doug"  wrote:

> **
>
> They all do it, anyone remember Rem-Mail. Doug
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Joe D'Souza
> *Sent:* Thursday, January 08, 2015 12:21 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: Knowledgebase design in SNow is almost the exact design as
> the Knowledgebase in Remedy...
>
>
>
> **
>
> Exact same status values.
>
>
>
> Couldn’t help wondering if BMC has a point or two about them having stolen
> design concepts.
>
>
>
> Joe
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  This email is subject to certain disclaimers, which may be reviewed via
> the following link. http://compass-usa.com/Pages/Disclaimer.aspx.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Smart IT install

[Saji Philip]

I believe that's the user experience patch 1.x.   Its there with the smart
IT download.   You will have to install it on the application server first.
On Nov 3, 2014 1:22 PM, "Tommy Morris"  wrote:

> **
>
> Where do you find the GalileoSocialPatch1.0.windows.zip? According to the
> Install doc it is a prereq for Smart IT but I cannot find that patch or
> product online.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip
> *Sent:* Tuesday, October 21, 2014 1:33 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Smart IT install
>
>
>
> **
>
> I have one server (not the midtier) with SmartIT/MyIT...  But at the
> Engage they said 2 servers, one primary and a secondary.
>
> On Oct 21, 2014 9:54 AM, "Richter, Howard (CEI - Atlanta)" <
> howard.rich...@coxinc.com> wrote:
>
> **
>
> Go to a two server install. One for the Mongo DB and the other for
> Smart-IT/MyIT.
>
>
>
> hbr
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Terje Moglestue
> *Sent:* Tuesday, October 21, 2014 10:35 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: [arslist] Smart IT install
>
>
>
> **
>
> I am about too! I am thinking of setting this up in our test environment.
> The question is – a separate VM server – or use on of the VM mid-tier
> servers? I have not done my normally home work – looking at available
> documentation. What do you guys recommend? With a separate WM server – I
> can just kill it (If the client is not happy.)
>
>
>
> ~
>
> Terje
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Richter,
> Howard (CEI - Atlanta)
> *Sent:* Tuesday, October 21, 2014 2:33 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Smart IT install
>
>
>
> **
>
> Anyone try it on top of MyIT 2.0?
>
>
>
> Howard
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Saji
> Philip
> *Sent:* Monday, October 20, 2014 9:12 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [arslist] Smart IT install
>
>
>
> **
>
> After attending BMC Engage and getting gitty over Smart IT, we installed
> it on one of our sandboxes.  Pretty easy install...  Still a work in
> progress but excited about what's to come.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Click here
> <https://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA==>
> to report this email as spam.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Smart IT install

[Saji Philip]

I have one server (not the midtier) with SmartIT/MyIT...  But at the Engage
they said 2 servers, one primary and a secondary.
On Oct 21, 2014 9:54 AM, "Richter, Howard (CEI - Atlanta)" <
howard.rich...@coxinc.com> wrote:

> **
>
> Go to a two server install. One for the Mongo DB and the other for
> Smart-IT/MyIT.
>
>
>
> hbr
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Terje Moglestue
> *Sent:* Tuesday, October 21, 2014 10:35 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: [arslist] Smart IT install
>
>
>
> **
>
> I am about too! I am thinking of setting this up in our test environment.
> The question is – a separate VM server – or use on of the VM mid-tier
> servers? I have not done my normally home work – looking at available
> documentation. What do you guys recommend? With a separate WM server – I
> can just kill it (If the client is not happy.)
>
>
>
> ~
>
> Terje
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Richter,
> Howard (CEI - Atlanta)
> *Sent:* Tuesday, October 21, 2014 2:33 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Smart IT install
>
>
>
> **
>
> Anyone try it on top of MyIT 2.0?
>
>
>
> Howard
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Saji
> Philip
> *Sent:* Monday, October 20, 2014 9:12 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* [arslist] Smart IT install
>
>
>
> **
>
> After attending BMC Engage and getting gitty over Smart IT, we installed
> it on one of our sandboxes.  Pretty easy install...  Still a work in
> progress but excited about what's to come.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Click here
> <https://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA==>
> to report this email as spam.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Smart IT install

[Saji Philip]

After attending BMC Engage and getting gitty over Smart IT, we installed it
on one of our sandboxes.  Pretty easy install...  Still a work in progress
but excited about what's to come.

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BMC Engage 2014

[Saji Philip]

It was fun and a great learning experience being at this years BMC user
event.

Nice to put a face to some of the ars listers and being surrounded by like
minds.

Very excited to see what the future holds for BMC.

Does anyone know if BMC will release the PowerPoint's of some of the
sessions?

Saji Philip

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Re: Mobile solutions for Remedy ARS/ITSM

[Saji Philip]

Mobile reach is another one.  But might be expensive..  They will be at
Engage..
On Oct 1, 2014 3:06 PM, "Sanford, Claire" <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> Someone in the last month or so sent me an email regarding a mobile
> application for Remedy and it looked great and was not as expensive as some
> I have seen.  I have gone through my email and was not able to find it.  I
> just recently had a “forced” archive and am bouncing back and forth between
> my current email and my new archive.
>
> If you sent it (it was an Orange/Blue/Black graphically challenged
> application) please send me the info again.  I showed it to someone at
> work was they loved it, but the colors were not to their liking… gsh!
>
>
>
> Claire
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Terri Lockwood
> *Sent:* Wednesday, October 01, 2014 2:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Mobile solutions for Remedy ARS/ITSM
>
>
>
> **
>
> I’ve been told to research what our options are for a mobile solution for
> our service desk.  Starting with the experts here!  What tools are you
> using and what have your experiences been?
>
>
>
> ~~~
>
> Terri
>
>
>
> ARS 7.6.03
>
> ITSM 7.6.03
>
> Midtier 7.6.04
>
> Windows 2008
>
> MS SQL 2008 R2 SP2
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Remedy 8.1 on server 2012

[Saji Philip]

Has anyone attempted installing Remedy on server 2012?

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Re: ENGAGE

[Saji Philip]

I whole heartily agree John.  I believe the strong and differentiator of
Remedy is ARS.  BMC should encourage and not discourage development.
On Jul 29, 2014 4:11 PM, "John Sundberg" 
wrote:

> **
> Thanks for the plug Mr. Baker.
>
> Good one.
>
> I don’t think you will find any BMC Remedy specific stuff at KEG.
>
> BUT*** - you will definitely find stuff on how to make your BMC Remedy
> system nicer/easier to manage and how to do even more with the system you
> already have.
>
> Also - I will throw in — this is not a new complaint/issue for BMC RUG —
> this has been the issue for quite awhile.
>
> Ultimately - the ARSList is looking for a Remedy development only event.
> (Not even ITSM)
>
> If BMC (or somebody else) would create it — it would be helpful — and
> therefore people would expand their existing system.
>
> A “sticky system” is a system that solves your needs in unique ways that
> are not easily replaceable. But - if your goal is to be out of the box and
> ITIL (Blah blah blah). Well, you just made it very easy for your competitor
> to displace you. Where - the only differentiator of meaning is price — and
> that is not a fight BMC wants to be in (or most any company for that
> matter).
>
> A “sticky system” is one that you can make yours. So BMC would be wise in
> encouraging that, making it be easy and the “norm” to do so.
>
> Educate - and it can happen.
>
> Show everybody new features for out of the box - and you simplify your
> replacement strategy for your competitors.
>
>
> -John
>
>
> On Tue, Jul 29, 2014 at 2:44 PM, John Baker <
> jba...@javasystemsolutions.com> wrote:
>
>> Hello,
>>
>> This thread is rapidly becoming one of ARSlist's longest threads
>> (https://www.javasystemsolutions.com/arslist/view/89064249#message-thread
>> )
>> :-)
>>
>> I've looked at the conference agenda and it does feel more marketing
>> than substance. Perhaps John Sundberg can expand his KEG conference to
>> include a day of Remedy-things-for-keen-admins?
>>
>>
>> John
>>
>>
>> ___
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>>
>
>
>
> --
>
> *John Sundberg*
> Kinetic Data, Inc.
> "Your Business. Your Process."
>
> 651-556-0930 I john.sundb...@kineticdata.com
>  www.kineticdata.com I community.kineticdata.com
>
>
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Partial upgrade from 8.1 to 8.1 SP1

[Saji Philip]

Hello Rebecca,

We have done this in staging and from what we saw, everything seemed to
work.  Although, we didn't have much time testing it.  I would recommend
you do it in an testing environment first and see if everything is working
and to your satisfaction.
On Jul 15, 2014 7:52 AM, "rebecca.beatty" 
wrote:

> **
>
>
>
> Given the amount of time it takes to update an entire suite (AR server,
> CMDB, AIE, ITSM, SRM, SLM, Migrator, Midtier), we were thinking of
> splitting the installs into two separate days. One being AR Server, CMDB,
> AIE, and Midtier. Then the next weekend being the remaining of the list
> above). BMC has given us the indication that this will cause no problems.
> We have a server group with one primary AR server and three secondary
> servers. We did discover that you are unable to install the secondaries at
> the same time because of an install user that is created in the database
> then removed during the ARserver and CMDB installs).
>
>
>
>  Has anyone attempted this? If so, what has your result been? Any tips or
> suggestions?
>
>
>
> Thank you.
>
>
>
>
>  --
> This email message and any attachments are for the sole use of the
> intended recipient(s). Any unauthorized review, use, disclosure or
> distribution is prohibited. If you are not the intended recipient, please
> contact the sender by reply email and destroy all copies of the original
> message and any attachments.
>
> --
> View this message in context: Partial upgrade from 8.1 to 8.1 SP1
> 
> Sent from the ARS (Action Request System) mailing list archive
>  at Nabble.com.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: FTS 8.1 Administration Questions

[Saji Philip]

On the collection directory (we have alot of stuff) and our size is steady
at 32 gigabytes
On Jul 3, 2014 12:20 PM, "Hynes, Douglas" 
wrote:

> **
>
> Greetings,
>
>
>
> Our group is beginning the testing of Knowledge Management (RKM). Of the
> many things this entails is nailing down the FTS configuration. The most
> I’ve been able to find in terms of configuring the FTS is the AR System
> Administration FTS Configuration Form, but this still leaves me with
> questions:
>
>
>
> · In a previous ARS Listing someone asked how to determine the
> size requirements for the BMC Software\ARSystem\ftsconfiguration\collection
> directory. I get that no one can really estimate this for you as it’s
> dependent on how much “stuff” you have in your system. My question here is:
> how do I get a good estimate of how much “stuff” I have. Is there a
> directory or a command that I can use? Should I base it off of some part of
> the SQL DB? How did any of you decide on what size storage to use?
>
> o   Link:
> http://ars-action-request-system.1093659.n2.nabble.com/Recommended-size-for-FTS-index-collection-directory-td7581791.html
>
> · Occasionally, the BMC
> Software\ARSystem\ftsconfiguration\collection directory grows wildly and
> then appears to wipe old records from this folder and the size returns to
> something manageable.
>
> o   Is this due to an auto-indexing?
>
> o   Can a threshold be set on how much storage is used for the indexing?
>
> o   Can a schedule be set for when it needs to dump old records (if this
> is even what it’s actually doing)?
>
> · If we use the failover FTS functionality recently released (in
> 8.1.01 I think), is it safe to assume that we’ll need this space on the
> backup servers as well?
>
>
>
> Cheers,
>
> -Doug
>
>
>
>
>
>
>
> Confidentiality Notice: This e-mail message, including any attachments, is
> for the sole use of the intended recipient(s) and may contain confidential
> and privileged information. Any unauthorized review, use, disclosure or
> distribution is prohibited. If you are not the intended recipient, please
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Re: FTS 8.1 Administration Questions

[Saji Philip]

We had issues with FTS and 8.1.  The the memory threshold would exceed the
allocated limit and error.

We went to 8.1.01 and set the primary/indexer java at 3072 and the
secondary java at 2560.  We have 2 servers,  but it all depends on how many
secondaries you have.  The primary/indexer needs to be beefy in memory and
possibly not client facing.

8.1.01, they say is more for HA, but we do notice better memory management.

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Re: DMT data upload issue.

[Saji Philip]

I had issues with one of our environments and it was because escalations
were disabled.
On Jun 25, 2014 6:09 AM, "Abhishek Anand"  wrote:

> **
>
> Hi Team,
>
> After creating a new job in DMT.
>
> And than attaching the people file as provided in default BMC template in
> .xls format.
>
> The Load is getting stuck in In Progress state as shown below:-
>
> PFA for the error and snap.
>
> Also in arcarte log below error can be noticed:-
>
> ERROR 25-06 11:26:59,434 - Check for Error Results - Source folder/file
> [/opt/jdk1.7.0_45_x64/jre/bin/${JOBDIR}] can not be found! ERROR 25-06
> 11:26:59,867 - AROutput - Error in BULK ENTRY Transaction : ERROR (525):
> File is not allowed to be uploaded.; Files without extenstions are not
> allowed ERROR 25-06 11:26:59,874 - AROutput - Error in AROutput Step ERROR
> 25-06 11:26:59,874 - AROutput - ERROR (525): File is not allowed to be
> uploaded.; Files without extenstions are not allowed
> com.bmc.arsys.apitransport.ApiProxyJRpcBase.verifyStatus(Unknown Source)
> com.bmc.arsys.apitransport.ApiProxyJRpcBase.a(Unknown Source)
>
> Please suggest the needful to resolve it.
>
> Regards, Abhishek A
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: 8.1.0 installer

[Saji Philip]

Thank you, Vivek

I already got these steps from BMC support..
On May 17, 2014 2:09 AM, "Patil, Vivek"  wrote:

> **
>
> Hi Philip,
>
> 1] After you complete Phase3 [ attribute deletion ] , you will get the
> option to upgrade RKM.
>
>
>
> 2] But if you want to install RKM and then later delete attributes then
> here is a way.
>
>
>
> a] Open Share:Application_Properties form .
>
> b] Search with Application ID = RA00C04FA081BAydPrRwNkQKqAbOMA
>
> c] There will be a property called “Phase” . Its value should be
> 2-Complete.
>
> d] Update it to 3-Complete.
>
> e] Run Installer and Install RKM
>
> f] Once done, please  update Phase value = 2-Complete so that our
> SHARE:App properties form  have right values.
>
> G] if not done , then there might be upgrade issues in future.
>
>
>
> Let me know if this helps you.
>
>
>
> Is this a Test Environment ?
>
>
>
> Thanks,
>   Vivek
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip
> *Sent:* Tuesday, May 13, 2014 6:25 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* 8.1.0 installer
>
>
>
> **
>
> Hello List,
>
>
>
> We are trying to install RKM 8.1 into our environment (STG).  We never had
> RKM installed in the past.
>
>
>
> I upgraded in place our current 7.6.04 SP2 to ARS 8.1.01, CMDB 8.1.0, ITSM
> 8.1.0, SLM 8.1.0, and SRM 8.1.0, but since RKM was not installed, the ITSM
> installer had it unchecked.  I assumed I could install it later.
>
>
>
> As many have already experienced, we were not ready to move all of our CI
> attributes to the AST:Attribute form and delete them from the CDM.  So, we
> took option '2' (Copy CI to attributes and leave CDM alone).  When I try
> running the ITSM installer again for RKM, it is only giving me the third
> option, whereby all attributes are deleted from CDM (all others are greyed
> out).
>
>
>
> As I said we are not prepared for this.  Question, how do I 'trick' the
> installer to forego this input screen or allow me to 'click' on option 2
> again?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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8.1.0 installer

[Saji Philip]

Hello List,

We are trying to install RKM 8.1 into our environment (STG).  We never had
RKM installed in the past.

I upgraded in place our current 7.6.04 SP2 to ARS 8.1.01, CMDB 8.1.0, ITSM
8.1.0, SLM 8.1.0, and SRM 8.1.0, but since RKM was not installed, the ITSM
installer had it unchecked.  I assumed I could install it later.

As many have already experienced, we were not ready to move all of our CI
attributes to the AST:Attribute form and delete them from the CDM.  So, we
took option '2' (Copy CI to attributes and leave CDM alone).  When I try
running the ITSM installer again for RKM, it is only giving me the third
option, whereby all attributes are deleted from CDM (all others are greyed
out).

As I said we are not prepared for this.  Question, how do I 'trick' the
installer to forego this input screen or allow me to 'click' on option 2
again?

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Re: DMT Tool in 8.x

[Saji Philip]

Thank you..  Got it..  I swear I was in that setting, I guess I overlooked
it.

On Thu, Feb 27, 2014 at 8:46 AM, Roger Justice  wrote:

> **
> This is the Wiki url to the 8.1 Data Management documentation. You will
> find the answer here. If you do not have a support contract let me know and
> I will find what you need.
>
>
> https://docs.bmc.com/docs/display/public/itsm81/Getting+started+with+Data+Management
>
>
> -Original Message-
> From: Saji Philip 
> To: arslist 
> Sent: Thu, Feb 27, 2014 9:25 am
> Subject: DMT Tool in 8.x
>
> **
>  Hello Listers,
>
> We are in the procress of going from 7.6.04 to 8.1.   I have a question.
> I do alot of data imports using the DMT tool, in 7.6.04 it was pretty easy,
> drop the file into the directory and launch the tool.
>
> In 8.1, I know there is not much difference, when I go to create a job, it
> is saying that my path has not been set, please contact your Administrator
> to set the path for the system.  For the life of me, I have been looking
> for how to set this path and where to look for it.  Maybe I am missing
> something here.
>
> Your help will be greatly appreciated.
> _ARSlist: "Where the Answers Are" and have been for 20 years_
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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DMT Tool in 8.x

[Saji Philip]

Hello Listers,

We are in the procress of going from 7.6.04 to 8.1.   I have a question.  I
do alot of data imports using the DMT tool, in 7.6.04 it was pretty easy,
drop the file into the directory and launch the tool.

In 8.1, I know there is not much difference, when I go to create a job, it
is saying that my path has not been set, please contact your Administrator
to set the path for the system.  For the life of me, I have been looking
for how to set this path and where to look for it.  Maybe I am missing
something here.

Your help will be greatly appreciated.

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Re: Courian Connector to Remedy

[Saji Philip]

Hello,

I implemeted Courion with Remedy.  But that was like 6 years ago.  I
believe it was Courion 6.3.

And they had a built in connector for Remedy.
On Feb 19, 2014 7:44 AM, "Barb S."  wrote:

> Hello Listers,
>
> Has anyone implemented the Courian IDM connector with Remedy?  Could you
> provide any insight/words of advice as to which method you used ie. API,
> web service, email?  My company is implementing Courian in our environment
> and would like the connector to create asssignments to support staff to
> create all accounts that the Courian app is currently not configured to do.
>  This is new territory for me.  Thanks.
>
>
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>

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FTS and Remedy 8.1 in a Server Group

[Saji Philip]

Is anyone out there installed RKM in v. 8.1.002 and in a Server Group and
FTS enabled?  We are having issues where the indexing is hung.  I noticed
there is a 8.1.01 ARS now available and it addresses some issues with FTS,
but in the notes it mentioned that 'in a Server Group environment the
ft_pending table may have forms that cannot be indexed' there is no fix and
the workaround is blowing away that table.  Indexing never stops.  And
while its indexing any new Knowledge articles are not searchable until I
blow away that table.  Our fear is that we are missing indexes if I
prematurely stop indexing..  Our single server development is fine.

Maybe my configuration of FTS is also wrong on my system for Server Groups.
Anyone know where I can go to get more info on FTS configuration on Server
Grouped environment for 8.x?

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Remedy 8.1 ITSM upgrade Error

[Saji Philip]

Hello all,


I am attempting to upgrade our existing staging environment to Remedy
8.1.002.   I have successfully upgraded our development environment (which
is non-server grouped).


When I attempt it on our staging environement with the same copy of the DB
I used in dev, I can get to the ITSM installation.   It fails here, and
corrupts everything.  The following is an enttry from the install logs of
the ITSM installation:


 



THROWABLE EVENT (Description=[Program execution failed due return code
8922],Detail=[Program not completed]





The ITSM installer fails here.



A side not here, during the Atrium upgrade, I received a Port validation
error, basically telling me my NE and Atrium ports were in use.  It still
allowed me to proceed with the upgrade and it upgraded successfully.



Has anyone else experienced the same issue?

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MPS AR Remedy Restore Tool 2.6

[Saji Philip]

We are doing a refresh of our staging environment and would like to use MPS
AR Remedy Restore Tool.

Its a server-grouped environment and wanted to know what exactly the field
'SG Ranking Server Name to Update' field would contain.  I assume its the
Ranking form update.

Do I put in the old server name (source) or new server name (target) in
this field?

I have used the Restore before, but we've been cascading from a server
grouped environment to a non-server grouped environment and I did not use
this option.  This thr first time I am using it to go from server group to
server group.

Any help would be appreciated.

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Re: Upgrade from 7.6.4 to 8.1

[Saji Philip]

We did our dev.  And SRM does require the ITSM to be upgraded.

1. ARS
2. Atrium
3. ITSM
4. SLM
5. SRM
6. RKM

We didn't have RKM in our previous 7.6.04, so I deselected it from thr ITSM
installer.  I ran RKM before the new SRM and I problems with its
integration with SRM and some other funny stuff in our sandbox.  It could
just be me and my installation.

I read somewhere where someone mentioned RKM to be the last.  I did that in
our development and its working like champ.

But again my sandbox install may have been a corrupt install altogether.
On Jan 14, 2014 11:49 AM, "Sanford, Claire" <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> If all I want to do is upgrade ARS and SRM from 7.6.4 to 8.X, does anyone
> have anything that is  step by step on how it should be done.  In the
> order it should be done.
>
>
>
> The most frustrating thing is the install of ITSM, you have to install
> everything in a specific order and BMC didn’t provide the order list until
> someone on the list created it.
>
>
>
> You would think that since BMC makes this so freaking complicated now they
> would give us better instructions.
>
>
>
>
>
>
>
> ITSM 7.6.04 SP2
>
> ARS 7.6.04 SP4
>
> Oracle 11.2.0.3.0 - 64bit Production
>
> Win 2008 Server
>
>
>
> Claire Sanford
>
> Information Systems Division
>
> Memorial Hermann Healthcare System
>
> claire.sanf...@memorialhermann.org
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
> *Sent:* Tuesday, January 14, 2014 6:41 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Upgrade from 7.6.4 to 8.1
>
>
>
> **
>
> Just to add my $0.02, we’re close to moving to 8.1 in production, although
> we’re past the technical team testing phase and about to go to UAT.  We did
> already get to 8.1 ARS in Production with ITSM 7.6.4 with no new problems
> so I can vouch for that as well.
>
>
>
> There seem to be a few really good “new” features that come with 8.1 (as
> opposed to 7.6.4, we bypassed 8.0), such as the new SRM, restoring the
> Categorization tabs, the rules based email engine, the automatic screen
> refreshes on Change Management when you go to a new phase, etc.  Several of
> the same old bugs are still around though.  Global Search is still 50%
> useless, the Mid Tier crashes Tomcat as frequently as it had before, and
> you still have to have your users clear their browser cache as often as
> Windows ME users have to reboot their PCs.
>
>
>
> Despite not fixing many defects, some of the new features make it worth
> upgrading just to have in place since the users are already used to
> Remedy’s quirks.
>
>
>
> Thanks,
>
>
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
>
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Kathy
> Morris
> *Sent:* Wednesday, January 08, 2014 10:52 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Upgrade from 7.6.4 to 8.1
>
>
>
> **
>
> Hi,
>
>
>
> We are planning the upgrade from 7.6.4 to 8.1.  Wondering what others have
> experienced with a 7.6.4 to 8x upgrade.  Our company feels this upgrade is
> going to be “very difficult.” We have never archived any data.  There were
> over 100 hotfixes applied to 7.6.4.  Besides the release notes, is there
> any documentation to help with this painful process J Are there any
> gotchas? Recommendations?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM on Mobile

[Saji Philip]

If money is no object, try Mobilereach.
On Jan 8, 2014 1:47 PM, "James Smith"  wrote:

> Hello Everyone!
>
> New Year Greeting!
>
> My client want to access ITSM application from mobiles for critical
> activities like requests approval, status updates etc.
>
> How could this be possible ? I tried accessing mid tier URL from mobile
> browser but its not compatible enough and throws numerous strange error. Do
> I need to build a separate API code for this or is there any easy method
> available ?
>
> We thought of using BMC Mobility but client does want to spent so much
> money to implement it.
>
> Please share your thoughts!
>
>
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>

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Re: BMC User Conference, Oct. 13-16 in Orlando

[Saji Philip]

When will registration open?
On Jan 7, 2014 11:34 AM, "LJ LongWing"  wrote:

> **
> Yes, BMC is taking ownership of the event again.  It was announced at last
> years WWRUG event.
>
>
> On Tue, Jan 7, 2014 at 10:32 AM, Jamie wrote:
>
>> Just got an email for a BMC User Conference from Oct. 13-16 in Orlando,
>> FL.  Is this going to replace the WWRUG event?
>>
>>
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>
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8.1 upgrade

[Saji Philip]

I was at the RUG last month and in one of the upgrade sessions I recall a
presenter mention that all patches needed be installed before the upgrade.

We are on 7.6.04 sp2.  Is it best practice to go ahead and install the
patches to sp5 (I believe) before the upgrade? Or just upgrade?

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Re: Roles and Applications - Remedy Asset Management

[Saji Philip]

Oh, if you haven't already, check out the user form.  We sometimes find
that permissions has not been added to the user in the user form, even
though it shows up in CTM:People.
On Oct 31, 2013 9:44 AM, "Kemes, Lisa A DLA CTR INFORMATION OPERATIONS" <
lisa.kemes@dla.mil> wrote:

> ARS 7.6.04 SP4 using Dev Studio 8.1
>
> -Original Message-
> From: Kemes, Lisa A DLA CTR INFORMATION OPERATIONS
> Sent: Thursday, October 31, 2013 10:42 AM
> To: arslist@ARSLIST.ORG
> Subject: RE: Roles and Applications - Remedy Asset Management
>
> Oh, and the account (with the Asset Admin permissions) are identical on
> Staging and Dev as well.
>
> -Original Message-
> From: Kemes, Lisa A DLA CTR INFORMATION OPERATIONS
> Sent: Thursday, October 31, 2013 10:40 AM
> To: arslist@ARSLIST.ORG
> Subject: Roles and Applications - Remedy Asset Management
>
> I'm about to pull my hair out.  All of the sudden, our test account
> (that includes Asset Admin permissions) suddenly is not able to "View"
> the Asset Management link on the Applications list on the home page.
> This is in Staging.  In Dev it works as normal.  It's viewable for an
> account with Admin permissions, so it's a permission issue right?
>
>
>
> I've compared all of these objects on Staging to Dev and they are
> exactly the same.  I'm not sure why it's not showing up!!!
>
>
>
> Remedy Asset Management Application
>
> AST:Asset Management Console Form
>
> The Active Link Guide Entry Point for Asset Management (actually, that
> would be for the Asset Management Console link UNDER the main Asset
> Management link, but I checked anyway and they are the same)
>
> I've checked all the roles that are set for the Remedy Asset Management
> Application on the Roles form
>
>
>
> Everything is the same.
>
>
>
> Am I missing something?
>
>
>
> Lisa Kemes
>
> Remedy Consultant
>
> Dev Technology Group
>
> DLA Office: (717) 770-6437
>
> Cell Phone: (717) 602-9460
>
> lisa.ke...@devtechnology.com
>
>
>
>
>
>
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>

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Re: Modifying HPD:HelpDesk Dev Studio

[Saji Philip]

As Lisa mentioned, I would first look at it through the user tool.  Most of
the time this happened to us is a panel issue, field overlap, or permission
issues..
On Oct 23, 2013 10:15 AM, "Kathy Morris"  wrote:

> **
>
> Hi,
>
> ** **
>
> AR System 7.6.4 / ITSM 7.6.4
>
> Via Dev Studio, I added a field under the Work Info tab on the
> HPD:HelpDesk form in an overlay.  
>
> The field is not showing up in MidTier after I cleared the cache and AR
> Server was restarted.  Am I missing a step?
>
> When I create new regular forms – the same field displays in the new form
> in Mid Tier.
>
> ** **
>
> ** **
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Deployable Applications

[Saji Philip]

On the custom forms etc, convert them to base. And then you should be able
to attach the form.
On Oct 10, 2013 11:56 AM, "Kemes, Lisa A DLA CTR INFORMATION OPERATIONS" <
lisa.kemes@dla.mil> wrote:

> **
>
> I created a deployable application so I can create an application heading
> on the Customizable Home Page.  Problem is you can only create a Deployable
> application in Base Mode.
>
> ** **
>
> Like a good girl, I created a Custom form (and workflow) in best practice
> mode, but now I cannot add my form to the Deployable application.  I only
> want to use this application so I can get a link on the Customizable Home
> Page (well an Application Heading and then links underneath it.)
>
> ** **
>
> I know I have to create Active Link Guides to create the entry points and
> I have them created, but how can I create a deployable app if they don’t
> allow it in Best Practice?  I ended up creating it on Base Mode, but it
> will not allow me to add any forms (Custom Forms in Best Practice) to it.
> They don’t even come up.
>
> ** **
>
> Lisa
>
> ** **
>
> ** **
>
> Lisa Kemes
>
> Remedy Consultant
>
> Dev Technology Group
>
> DLA Office: (717) 770-6437
>
> Cell Phone: (717) 602-9460
>
> lisa.ke...@devtechnology.com
>
> ** **
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Deployable Applications

[Saji Philip]

Lisa,

We are on 7.6.04 sp2 and we were able to deploy a custom application.  Yes
we had to create the application in base mode, but we were able to attach
the custom form.

What exactly are you doing?
On Oct 10, 2013 11:56 AM, "Kemes, Lisa A DLA CTR INFORMATION OPERATIONS" <
lisa.kemes@dla.mil> wrote:

> **
>
> I created a deployable application so I can create an application heading
> on the Customizable Home Page.  Problem is you can only create a Deployable
> application in Base Mode.
>
> ** **
>
> Like a good girl, I created a Custom form (and workflow) in best practice
> mode, but now I cannot add my form to the Deployable application.  I only
> want to use this application so I can get a link on the Customizable Home
> Page (well an Application Heading and then links underneath it.)
>
> ** **
>
> I know I have to create Active Link Guides to create the entry points and
> I have them created, but how can I create a deployable app if they don’t
> allow it in Best Practice?  I ended up creating it on Base Mode, but it
> will not allow me to add any forms (Custom Forms in Best Practice) to it.
> They don’t even come up.
>
> ** **
>
> Lisa
>
> ** **
>
> ** **
>
> Lisa Kemes
>
> Remedy Consultant
>
> Dev Technology Group
>
> DLA Office: (717) 770-6437
>
> Cell Phone: (717) 602-9460
>
> lisa.ke...@devtechnology.com
>
> ** **
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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CI searching

[Saji Philip]

Hi List,

We have a unique "good to have" request from out asset stakeholders.  They
want to create a search for CIs by cutting and pasting it into a field.
Currently, they are creating a huge advanced query by adding the CIs one by
one.  We have process using Excel to build out the query which they use,
but they would like it to be done in Remedy.

Is there anyway we can paste a list of CI names or IDs in a custom form and
have workflows search the asset form for those CIs? Like a display-only
form.

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Re: Search feature in devloper studio

[Saji Philip]

I changed the memory to 2048 and dev studio never launches, just errors
out.  But thats 7.6.04 dev studio...
On Oct 5, 2013 10:03 PM, "Lucero, Michelle" <
michelle.luc...@bankofamerica.com> wrote:

> **
>
> Hi, Paul:
>
> ** **
>
> I *LOVE *using Developer Studio, except the occasional crashing, but
> that’s another story for another thread.  It is exponentially more powerful
> than the Admin Tool ever was. 
>
> I use these tools frequently and in my experience, they all work quite
> well:
>
> **· **Working list
>
> **· **Relationships
>
> **· **Searching
>
> ** **
>
> *BUT*, Dev Studio is lacking in at least one glaringly obvious area
> (well, to me).  That is the ability to sort by more than one option in a
> list.  ** **
>
> ** **
>
> In the Remedy Admin Tool, one could click the column header of let’s say
> list of filters.  The list would be sorted.  Then click another column and
> it will apply the 2nd sort while retaining the first one.  Similar to
> performing a custom sort in Excel.  Like sort by Column A and then Column B.
> 
>
> ** **
>
> Linux /Oracle
>
> ARS 8.1.00
>
> ITSM 8.1.00
>
> Mid-Tier 8.1.00
>
> Developer Studio 8.1.00 w/April 2013 Build hot fix
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Rod Harris
> *Sent:* Friday, October 04, 2013 5:49 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Search feature in devloper studio
>
> ** **
>
> ** 
>
> Hi Paul,
>
> ** **
>
> The search feature isn't really the best for getting a list of filters
> that relate to a form. The best way to do that is with a working list. If
> you create a "view by form" working list and select the forms you want,
> then use the icon in the top right of that screen to "view by type", that
> is probably the closest thing you are looking for. The "view by type"
> screen will allow you to sort by all the normal options like "execute on"
> and "enabled"
>
> ** **
>
> The search is good for finding embedded strings within code. Things like
> specific error messages or run process commands.
>
> ** **
>
> Show relationships is also good for quickly finding all kinds of workflow
> that relate to a specific field or other objects.
>
> ** **
>
> Rod
>
> ** **
>
> On 4 October 2013 00:41, Campbell, Paul (Paul)  wrote:
>
> ** 
>
> So has anyone gotten the search feature to work in developer studio to
> really work, I am am using Dev Studio 8.1 searching against a 7.6.04 server
> and I am trying to do something that seems really simple, but I can’t seem
> to find any matches, so I want to find all filters that fire on submit or
> modify where primary form = X, and I put the form name in the search text,
> I set the search in to be Forms: Workflow; Guides and all it finds is the
> form, no filters.  I’ve tried setting a qualification of Only These
> Locations, Object Type =Filter and TargetText Location = Form, still no
> filters.  Object Relationships are on, I just can’t seem to get the right
> criteria.  Any search wizards out there?
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>
> ** **
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_ 
>  --
> This message, and any attachments, is for the intended recipient(s) only,
> may contain information that is privileged, confidential and/or proprietary
> and subject to important terms and conditions available at
> http://www.bankofamerica.com/emaildisclaimer. If you are not the intended
> recipient, please delete this message.
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: WWRUG13

[Saji Philip]

Is it the Florida Global User Event next year?
On Oct 1, 2013 4:41 PM, "Susan Palmer"  wrote:

> **
> Ok  I'm MIA from WWRUG since we're doing our big server upgrade
> Saturday ... what announcement !
>
>
>
> On Tue, Oct 1, 2013 at 4:44 PM, Sanford, Claire <
> claire.sanf...@memorialhermann.org> wrote:
>
>> **
>>
>> *WoW!  *
>>
>> No one posted the big announcement from this morning yet???
>>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: WWRUG13 - OT Sunday Night

[Saji Philip]

I will be attending my first RUG as well..  Looking forward to it...
On Sep 19, 2013 7:18 PM, "Howard Richter"  wrote:

> **
>
> Well you guys have fun. I will see you Monday late afternoon, for my first
> RUG (after 16 years of playing with Remedy).
>
> ** **
>
> I am looking forward to this.
>
> ** **
>
> Howard
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Sanford, Claire
> *Sent:* Thursday, September 19, 2013 4:01 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* WWRUG13 - OT Sunday Night
>
> ** **
>
> ** 
>
> I propose we all (who are there) meet in the square lobby seating area at
> about 8pm on Sunday evening.  We can hang out until about 8:30pm and then
> go somewhere close for drinks… or just stay there and have drinks or go to
> Phil’s suite and have drinks!  If we go somewhere we can tell them at the
> front desk where we went for any stragglers!
>
> ** **
>
> Claire
>
> ** **
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Joe
> D'Souza
> *Sent:* Thursday, September 19, 2013 2:52 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: WWRUG13: 10 days!
>
> ** **
>
> ** 
>
> I wanted to do something similar and fly in to CA on Friday night or
> earlier so I get to see some of CA – but as it turned out the engagement I
> am on has planned its testing and rollout days close to the RUG so I didn’t
> even know where I would be flying to CA from until last Saturday..
>
> ** **
>
> Joe
>
> ** **
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Tauf
> Chowdhury
> *Sent:* Thursday, September 19, 2013 3:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: WWRUG13: 10 days!
>
> ** **
>
> No I'll be staying in San Fran until Monday. Then moving to the RUG hotel.
>
> Tauf Chowdhury
>
>
> On Sep 19, 2013, at 1:20 PM, Joe D'Souza  wrote:
>
> ** 
>
> San Fran? You meant San Jose didn’t you.
>
>  
>
> Sure I got your number. I arrive as late as about 10:40 that night, but
> I’ve not got to see a lot around SJ last time I was there but intend to
> this time.. But that would be only 7:40 for us East Coasters – 11:40 for me
> but need to get used to East Coast time soon, so won’t mind a late night..
> 
>
>  
>
> Joe
>
>  
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Tauf
> Chowdhury
> *Sent:* Thursday, September 19, 2013 3:15 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: WWRUG13: 10 days!
>
>  
>
> I will be in San Fran so feel free to hit me up Joe!
>
> Tauf Chowdhury
>
>
> On Sep 19, 2013, at 1:10 PM, Joe D'Souza  wrote:
>
> ** 
>
> Bummer...
>
>  
>
> Anyone planning on staying up late Sunday night? We could go out for a
> beer or two .. or three.. or…
>
>  
>
> I was almost on pins and needles myself not knowing where I would be on
> the weekend before the RUG, so had no clue until last Saturday, that I
> would be near my home based airport. In fact made my bookings for my flight
> only yesterday night when I knew for darn sure I would be in NJ and not AK
> J
>
>  
>
> Joe
>
>  
> --
>
> *From:* Action Request System discussion list(ARSList) [
> mailto:arslist@ARSLIST.ORG ] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, September 18, 2013 6:13 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: WWRUG13: 10 days!
>
>  
>
> ** 
>
> This will, for me, be a rare year in that I had to rely on an employer to
> agree to send me.  Alas, it was not to be. One of my associates will be
> representing our company, as well as attending her first RUG/WWRUG.  While
> I wish her well and I'm sure she will have a great time, I will miss seeing
> and learning so much from so many of you there. 
>
> Perhaps next year... 
>
> Rick
>
> On Sep 18, 2013 1:47 PM, "Doug Blair"  wrote:
>
> ** 
>
> Hi...
>
>  
>
> Sure, I know what you've told your boss you're doing today. Spending lunch
> hour to upgrade your iPhone, huh? I wish I had the time. Truth is, for
> those of us planning WWRUG13, this is crunch time, 'cause we'll see you in
> San Jose just a week from Monday!
>
>  
>
> There are a zillion little details that go into planning an event like
> WWRUG13. Most of our time is going into hotel logistics, travel
> arrangements, seating setup, session schedules, projectors, mics, timers,
> T-shirts and signage. And food. And beverages. Almost forgot! And all these
> little things have NOTHING TO DO with WHY we're running the World Wide
> Remedy User's Group conference, yet it's amazing how much of one's time
> gets siphoned off into dealing with them.
>
>  
>
> Lest we forget, the lineup of Keynotes, presenters, breakou

Re: Mobility with IPhone.

[Saji Philip]

You may want to try reaching out to xMatters.  I hear they have a pretty
good solution for Remedy.
On Jun 17, 2013 8:39 AM, "Pierson, Shawn" 
wrote:

> **
>
> I assume the reason you haven’t looked at BMC’s products in this area is
> because you are on a really old version of ARS and ITSM, is that correct?
> You may want to check with BMC just in case to see if they would provide
> your company an older version of BMC Mobility to be able to do that.  Also,
> you’ve picked “fast” and “accurate” so I assume “cheap” is out of the
> question, so you could possibly even hire an iOS developer or two to make
> something for you that leverages the web services within ITSM if you can’t
> get BMC to sell you potentially unsupported versions of their software.***
> *
>
> ** **
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>
> ** **
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Frex Popo
> *Sent:* Sunday, June 16, 2013 3:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Mobility with IPhone.
>
> ** **
>
> ** 
>
> Hello everyone,
>
>  
>
> I have a requirement to look for some Mobility to ITSM solution and need
> your views on this one.
>
> ** **
>
> We have an ARS7.1/ITSM7.3 installation, some infrastructure and
> maintenance team are always on the go and need to start updating their work
> orders offline through IPhones.
>
> ** **
>
> Are there any solutions which don’t need too much time to install and
> configure and not customisation to the exiting ITSM application? Something
> not time consuming to deploy as we only have a window of a month to get
> this implemented. 
>
> ** **
>
> Best Regards
>
> frex
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  Private and confidential as detailed 
> here.
> If you cannot access hyperlink, please e-mail sender.
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Re: Esclation to update all of my people records

[Saji Philip]

If you are doing this in bulk, maybe a simple staging form will do and
create filter to push the values into the fields in question and then your
filter should fire.
On May 21, 2013 7:22 PM, "Howard Richter"  wrote:

> **
>
> Good evening all,
>
> ** **
>
> As I get older I forget the simple things.
>
> ** **
>
> I created a filter to update a hidden field on the people form with a
> combination of company/department/organization, for a license tracker I am
> evaluating.
>
> ** **
>
> Well I thought (again old age) that if I did a modify all from the user
> tool the filter would fire. I forgot that filters don’t fire when using a
> modify all from the user tool.
>
> ** **
>
> So I need to ask, what is the easiest escalation that I can  create to
> update all of my enabled user records?
>
> ** **
>
> An old man thanks you,
>
> ** **
>
> Howard
>
> ** **
>
> Howard Richter 
>
> Red Hat Certified Technician 
>
> CompTIA Linux+ Certified
>
> ITIL Foundation Certified 
>
> E-Mail = hrich...@richter-home.net
>
> Linkedin profile http://www.linkedin.com/in/hbr4270
>
> Please consider the environment before printing this message
>
> ** **
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: ITSM 7.6.04 SP4 to ITSM 8.x

[Saji Philip]

I am about upgrade our development/testing 7.6.04 to 8.x.  Retaining 7.6.04
ITSMs except for SRM, SLM, and Atrium.

I will let you know how it goes.
On May 17, 2013 12:52 PM, "Sanford, Claire" <
claire.sanf...@memorialhermann.org> wrote:

> Does anyone have an idea of what kind of time factor it would take to move
> from ITSM 7.6.04 SP4 to ITSM 8.x ?
>
> Are there any gotcha type issues?  Special considerations?  Do the
> overlays really work/help?  We are about to populate the SMDB with all of
> the data center assets, is this something that would be better done in 8.x?
>
> We just hit our 1 year out on ITSM 7.6.04  and now management would like
> to move to ITSM 8.x.
>
>
>
> Thank you!
>
>
> ITSM 7.6.04 SP4
> ARS 7.6.04 SP4
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>
>
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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>

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Re: Remedy Integration with SCOM

[Saji Philip]

Also, Seamless technologies offers a SCOM connector for Remedy.  More
expensive then Kelverion though.
On May 3, 2013 10:30 PM, "vivek garg"  wrote:

> **
> But How would I get the data into remedy CMDB from SCOM.
> Does SCOM has it's own database which contains all information about CI's
> (like server's etc) ?
> First before integrating SCOM with Remedy we need to get synchronization
> between Remedy CMDB and SCOM as our requirement is that whenever any alert
> on any server comes, then the automatic incident opened in remedy should
> contain
> all information about that server (like sever name, it's configuration
> ,etc.). *How would I ensure that ?*
>
> I will try to see what could help me to integrate remedy with SCOM. The
> issue is that we do have a lincense for Orchestrator but we could not
> purchase any license for Integration packs or connectors from Keleverion so
> I am not sure we could use it or not :(
>
> *The only tools I could use is Systems center Operations Manager and
> System center Orchestrator.*
> Is this integration possible using these two ? And we have to use windows
> 2012 and SCOM 2012 only :(
>
> Please suggest.
> On Fri, May 3, 2013 at 8:31 PM, Pierson, Shawn <
> shawn.pier...@energytransfer.com> wrote:
>
>> **
>>
>> This is something I may be looking at in the next year or two as well so
>> I wanted to jump in and ask a question.  For other integrations leveraging
>> web services, I like to use Incident Templates, for example, to create
>> Incidents.  That way I can dynamically change the data on the Template to
>> affect what the Integration does, without needing to actually modify code.
>>  Would that be an option in this case to make the integration easier?
>>
>> ** **
>>
>> Thanks,
>>
>> * *
>>
>> *Shawn Pierson *
>>
>> Remedy Developer | Energy Transfer
>>
>> ** **
>>
>> *From:* Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] *On Behalf Of *Jim Coryat (jcoryat)
>> *Sent:* Friday, May 03, 2013 9:15 AM
>> *To:* arslist@ARSLIST.ORG
>>
>> *Subject:* Re: Remedy Integration with SCOM
>>
>>  ** **
>>
>> ** 
>>
>> We have Remedy and System Center.  We are currently upgrading to
>> Orchestrator 2012 along with all the other components (essentially System
>> Center 2012).  What you need for this to work (IMHO) is along with SCOM is
>> Orchestrator and the Orchestrator Integration Pack (OIP) from Kelveriron
>> and the OIP from Microsoft for SCOM.  You could roll your own Remedy OIP
>> using queries and consume the remedy web service to submit the incident if
>> so inclined.  This is what it appears the OIP from Kelveriron is doing, but
>> that is from a cursory examination.  The plus side is that you don’t have
>> to put the client binaries on the Orchestrator server.  The integration
>> pack that worked with Opalis (now known as Orchestrator) worked a little
>> differently and frankly I think was much easier to use, but it doesn’t work
>> with Orchestrator.  The only real challenge I see with the Kelveriron OIP
>> is mapping your data to the new Remedy incident.  If you have a lot of
>> fields it becomes tedious.  Use the SCOM OIP to catch the event, use the
>> sql query to get your information about the host that is throwing the event
>> and then submit using the Remedy OIP.  Not really all that difficult until
>> you start getting the request to treat different hosts with unique behavior.
>> 
>>
>> ** **
>>
>> Jim
>>
>> ** **
>>
>> *From:* Saji Philip [mailto:sphili...@gmail.com ]
>> *Sent:* Thursday, May 02, 2013 9:10 PM
>> *Subject:* Re: Remedy Integration with SCOM
>>
>> ** **
>>
>> ** 
>>
>> I have documentation from Kelverion I can forward to you.  Systems Center
>> Orhestrator was formerly called Opalis.  If your running Microsoft you
>> should already own it.  Theres quite a few documantation on Orhestrator on
>> the Microsoft website.
>>
>> Just send me your contact info to 'sphili...@hotmail.com'
>>
>> On May 2, 2013 9:58 PM, "Rick Cook"  wrote:
>>
>> ** 
>>
>> I have built a couple of simple things in the Opalis Orchestrator, but
>> that was a few years ago.  I would do some digging on Microsoft's website
>> to get more current information. 
>>
>> Rick
>>
>> On May 2, 2013 7:54 PM, "vivek garg"  wrote:
>>
>> ** 
>>
>&

Re: Remedy Integration with SCOM

[Saji Philip]

I have documentation from Kelverion I can forward to you.  Systems Center
Orhestrator was formerly called Opalis.  If your running Microsoft you
should already own it.  Theres quite a few documantation on Orhestrator on
the Microsoft website.

Just send me your contact info to 'sphili...@hotmail.com'
On May 2, 2013 9:58 PM, "Rick Cook"  wrote:

> **
>
> I have built a couple of simple things in the Opalis Orchestrator, but
> that was a few years ago.  I would do some digging on Microsoft's website
> to get more current information.
>
> Rick
> On May 2, 2013 7:54 PM, "vivek garg"  wrote:
>
>> **
>> Hi Rick ,Saji,
>>
>> If I start learning system center orchestrater, then how should I start
>> and from where should I learn about it as I have no prior knowledge on
>> orchestrator or on System center. Do you have any kind of documentation
>> which would help me understand this type of integration. Even I read
>> soemwhere that Using orchestrator would be best option for these type of
>> integrations.
>>
>> Rick,
>> Have you done it without using orchestrator?
>> On Fri, May 3, 2013 at 8:15 AM, Rick Cook  wrote:
>>
>>> **
>>>
>>> It seemed as though the new MS app, formerly known as Opalis, was
>>> similar in its build interface to the Remedy Abydos designer.  I would
>>> think there would be a CLI/API connection that would work.
>>>
>>> Rick
>>>  On May 2, 2013 7:36 PM, "Saji Philip"  wrote:
>>>
>>>> **
>>>>
>>>> We use the Microsoft integration to create Remedy incidents from SCOM
>>>> 2007.  We are in the process of upgrading SCOM to 2012 and microsoft no
>>>> longer supports that connection.  The new way is using Systems Center
>>>> Orhestrater and run books utilizing a connector developed by Kelverion.  I
>>>> hear Kelverion is working on a similar API connector used by Microsoft and
>>>> it will be more functional (not creating just tickets).  Not sure if BAO
>>>> can be used to integrate with SCOM..
>>>> On May 2, 2013 9:13 PM, "Anup Garg"  wrote:
>>>>
>>>>> Hi,
>>>>>
>>>>> I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and
>>>>> SQL server 2008 R2 .
>>>>> I need some help on steps required to integrate SCOM with BMC Remedy.
>>>>> Our requirement is like as follows :
>>>>>
>>>>> SCOM should raise an alert whenever any server goes down and then from
>>>>> that alert an incident should be created automatically in BMC Remedy with
>>>>> the information to be picked up from CMDB about that server.
>>>>> Our incident should autmatically populates the entire summary about
>>>>> that server(CI in atrium cmdb) .
>>>>> Is it possible ?
>>>>>
>>>>> Please share some steps or any dcoument if anyone has done that before.
>>>>>
>>>>> Thanks,
>>>>> Anup
>>>>>
>>>>>
>>>>> ___
>>>>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>>>>> "Where the Answers Are, and have been for 20 years"
>>>>>
>>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy Integration with SCOM

[Saji Philip]

We use the Microsoft integration to create Remedy incidents from SCOM
2007.  We are in the process of upgrading SCOM to 2012 and microsoft no
longer supports that connection.  The new way is using Systems Center
Orhestrater and run books utilizing a connector developed by Kelverion.  I
hear Kelverion is working on a similar API connector used by Microsoft and
it will be more functional (not creating just tickets).  Not sure if BAO
can be used to integrate with SCOM..
On May 2, 2013 9:13 PM, "Anup Garg"  wrote:

> Hi,
>
> I am working on bmc remedy version 7.6.04 SP2 on windows 2008 R2 and SQL
> server 2008 R2 .
> I need some help on steps required to integrate SCOM with BMC Remedy. Our
> requirement is like as follows :
>
> SCOM should raise an alert whenever any server goes down and then from
> that alert an incident should be created automatically in BMC Remedy with
> the information to be picked up from CMDB about that server.
> Our incident should autmatically populates the entire summary about that
> server(CI in atrium cmdb) .
> Is it possible ?
>
> Please share some steps or any dcoument if anyone has done that before.
>
> Thanks,
> Anup
>
>
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>

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Re: SLM Daily Build Time

[Saji Philip]

I assume the daily build time will continue as long as you have it in
there. We had to erase the time from SLM:ConfigPreferences to prevent SLM
to build targets.
On Apr 9, 2013 11:56 AM, "Brittain, Mark"  wrote:

> **
>
> Hi All,
>
> ** **
>
> I anticipate that I will be a rare occurrence where I build or rebuild a
> SLA once I get everything set up. In the SLM Configuration Guide, page 22
> it states “in the Daily Build Time field select the date and time you want
> the daily build to occur. First build occurs on that date/time and then
> same time each day”.
>
> ** **
>
> How do I best stop/start builds? Can I remove the date/time from this
> field? If I do remove the date/time does that stop the daily builds? If I
> am only doing a build on a monthly basis it wouldn’t make sense that I have
> to comment out/in and restart the server each time I need to do a build.**
> **
>
> ** **
>
> ITSM 7.6.04 SP3
>
> ** **
>
> Thanks
>
> Mark 
>
> ** **
>
> *Mark Brittain*
>
> Remedy Developer
>
> ITILv3 Foundation
>
> *NaviSite – **A Time Warner Cable Company***
>
> mbritt...@navisite.com
>
> Office: 315-453-2912 x5335
>
> Mobile: 315-882.5360
>
> [image: email-Logo-031813]
>
> ** **
>
> --
> This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained
> herein, to anyone other than the intended recipient is prohibited.
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<>

Re: Watching the news BMC.

[Saji Philip]

I understand Dell was in serious talks awhile back.  If they are
entertaining suitors, it would seem serious.  BMC stocks has been stagnant
for a few years now.  I heard RoD and RemedyForce is not bringing in the
continuous revenue they were looking for, maybe a change in leadership is
needed and or a refocus on their offerings.  Right now BMC is all over the
place.  But Remedy is still the King of the Hill...
On Oct 24, 2012 1:28 PM, "Patrick Zandi"  wrote:

>
> http://www.bizjournals.com/houston/news/2012/10/24/bmc-software-reportedly-in-talks-with.html?ana=yfcpc
>
>
> Sent from my iPhone
>
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>

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Re: WWRUG BMC Sale Rumors

[Saji Philip]

Oracle or Dell for me... HP is struggling so I don't they will be major
players. IBM would not be interested.  They are trying to get away from
applications/software.  IMHO I think BMC will sell of the Remedy side and
concentrate on Cloud and infrastructure management.  Offering on going
services on the cloud is a constant revenue stream.

I think RoD and Remedyforce is not bringing in that constant revenue they
were looking for.
On Oct 20, 2012 4:22 PM, "Tauf Chowdhury"  wrote:

> John,
> At WWRUG, Jay Shankar, VP of support was there with her team of
> directors, managers, etc. from support as well as engineering to hold
> a session on customer support. They did a good job of explaining how
> they were improving support models and introducing new interfaces and
> improving their current model. They also answered questions from the
> attendees and took feedback. I think they understand that there is
> room for improvement and changes are coming. They may take some time
> but the issues we are complaining about will be addressed.
> So to answer your question, I don't think they were there to apologize
> for anything but they were there to share and collect info and
> feedback.
> It's good to see they are listening and taking the feedback seriously.
>
> Sent from my iPhone
>
> On Oct 20, 2012, at 5:10 PM, John Baker 
> wrote:
>
> > The entire HP vs BMC thing is entirely subjective. JSS came within an
> inch of an SSO Plugin sale in 2010 only to be scuppered by the organisation
> cancelling the BMC project.  And I've spoken to a couple HP customers
> complaining about HP support and asking if BMC were as bad. I pointed them
> at arslist and the huge support rant.
> >
> > On that note, did anyone from BMC apologise for the poor support
> documented by many users? I recall they were sending someone to rug to
> "listen".
> >
> >
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>
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Microsoft system center orchestrator

[Saji Philip]

Has anyone worked with Microsoft orchestrator and integrating it with
Remedy using Kelverion's ARS integration pak?

Regards,

Saji

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Re: unqualified searches

[Saji Philip]

Hello Paul,

There are ways around the "unqualified search" issues as you hit upon.
Personally, in our org we found unqualified searches caused degradation in
our performance and at times locking up the mid-tier.

To solve our problem our admin has put in a get list limit.  But we also
have disallowed unqualified searches.
 On Aug 8, 2012 1:54 PM, "Hodgdon, Paul"  wrote:

> **
>
> Is there any harm in allowing unqualified searches in a production
> environment.  We had been told that we should disallow this for production,
> but we are finding that in order to leverage some of the reporting
> capabilities (dynamically choosing parameters such as groups) this option
> is prohibiting this.  In essence this really isn’t doing much as a user can
> do a search where incident number is not null.
>
> -Paul
>
> ** **
>
> ** **
>
> IT Accounts & Remedy Administration Manager
>
> University of New Hampshire
>
> Client Services
>
> Primary: (603) 862-2377
>
> Alternate: (603) 862-4242
>
> paul.hodg...@unh.edu
>
> http://accounts.unh.edu
>
> ** **
>
> *The information transmitted in this e-mail, including attachments, is
> intended only for the person(s) or entity to which it is addressed and may
> contain confidential/privileged material.  Any review, retransmission,
> dissemination, taking any action or other use thereof, by anyone other than
> the intended recipient, is prohibited.  Responses to this e-mail must not
> include any restricted or sensitive information.  If you received this in
> error, please contact the sender and destroy any copies of this message,
> including any attachments.***
>
> ** **
>  _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: JOB:Remedy ITSM Administrator

[Saji Philip]

Yeah the weather is nice, but the cost of living can be brutal.
On Apr 4, 2012 5:52 PM, "Steve Ferrari"  wrote:

> BMC Remedy ITSM Administrator
>
> Immediate opening is available for BMC Remedy Administrator to work with a
> small company contracting with the U.S. Navy.  Currently maintaining 2
> Remedy Systems ARS7.0 ITSM 6 and upgrading to ITSM 7.6.4 on MS Server 2008
> with MSSQL 2008 on separate servers.  We have a current need for key person
> to help with a smooth migration over to the upgrade system while
> maintaining the current system.
> The successful candidate will have experience with ITSM 7.6.4 configuring
> companies, login accounts, support groups, categorizations, locations,
> assets, notifications, etc.  Some Remedy development experience using
> Remedy Developer Studio desired.
>
> Requirements
>
> * Department of Defense Secret Clearance or ability to obtain clearance
> * Min 2 years of BMC Remedy ITSM administration experience minimum 7.5
> * Technical experience with BMC Remedy Action Request System, ITSM Suite,
> Mid-Tier, MSSQL
> * Knowledge of Help Desk/ Asset/ Change Management and SLA applications
> * Ability to develop complex reports using Crystal Reports is desired but
> not required.
> * Familiarity with MS SharePoint and Single Sign On systems a plus!
> * Junior Developer Experience using Developer Studio a plus!
> * Excellent analytical and problem-solving skills
> * Excellent organization and communication skills
>
> Qualified candidates please send a resume (in Word format) to
> st...@psresearch.net
>
> **Both full time and contract candidates encouraged to apply but sorry, NO
> H1B or Sponsorship **
>
>
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Re: error in work order

[Saji Philip]

Do these people have similar names? Or do they have dual accounts, ie an
admin account and a regular account?
On Mar 19, 2012 3:36 PM, "Sam Anderson"  wrote:

> ** Hi All,
>
> Require suggestion on the following.Getting error in work order when user
> tries to re-assign the ticket to someone from the same group.All the people
> in a particular group has the same permission and roles.ITSM 7.6.Error says
> "Requested For"user can't be uniquely identified from the list, please
> select user from the list .
> We get the error eventhough we search the people name from the list and
> choose it from the list.
>
> --
> Thanks & Regards
> Sam
>
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Re: License Question

[Saji Philip]

I have used 5:1 in the past and it has worked real well.
On Dec 27, 2011 10:47 AM, "Hocks, Mike (DOT)" 
wrote:

> Thanks a lot David, I appreciate the response!
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Shellman, David
> Sent: Tuesday, December 27, 2011 10:35 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: License Question
>
> Mike,
>
> There really isn't a magic formula.  There are a number of dependences
> that interrelate.  Where are the folks located?  That is are they in a
> different time zone from most of your users?  Will they be working
> different shifts than most of your users?  What is the job function
> (occasional use vs help desk)?
>
> An example is if your main users are in the US and the staff being added
> is in China you can use floating.  Even if they are helpdesk staff.  If you
> have existing floating licenses you may not even need to add licenses as
> floating may be available.
>
> Misi has some nice tools to help with license allocation based on historic
> usage.
>
> If you haven't turned on Server Statistics, you should.  The data will
> help you understand license utilization through out the day.
> Dave
> -
> dave.shell...@tycoelectronics.com
> (Wireless)
>
> - Original Message -
> From: Mike Hocks [mailto:mike.ho...@state.mn.us]
> Sent: Tuesday, December 27, 2011 11:21 AM
> To: arslist@ARSLIST.ORG 
> Subject: License Question
>
> Does anyone have a good formula on how to estimate the procurement of
> remedy licenses, fixed vs. float?  We are looking to add 200 IT staff to
> the Incident module in Remedy 7.6.04
>
>
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>
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>
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