Need Suggestion
Hi All, I have below requirement from one of the Customer. Wanted to check if anyone has done this before for such volume. Requirement - Customer wants to send SMS to the stakeholders for any escalations on the tickets generated from Alarm (Fault Management System). Volume of tickets to be generated from Alarms - 3.5 million per day on day 1. Eventually the count to increase to 9.5 million per day. For any given ticket,2 to 3 SMS to flow from the system as part of the escalation matrix. Is remedy system the right place to handle SMS flow of this volume? I am in disagreement to use the Remedy System as SMS dispatcher for such a large volume of tickets. What are your thoughts on this? Any suggestions? Regards, Praveen ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Need Suggestion
Hi Janie, Customer has one of worlds largest passive support for Telcos due to which the volume of alarms from different EMSs is high. Actual need was to notify the stakeholders through SMS before it qualified to be converted to an Incident and follow a set escalation matrix in case Alarm is not able to clear itself from EMS systems. You are right in your understanding that Customer is trying to solve a problem which the FMS(Alarm System) owner has declined to do due to various reasons. There is a lot of processing done to get appropriate information for SMS ,before it goes from Remedy System to the SMS gateway. Yes, the volume of the Alarms to be converted to Incidents( only incidents will be created from Alarms) is high and the Customer is least bothered about handling of these tickets. He just wants to trigger Escalation(SLA breach) SMS if the Alarm is not automatically cleared. In addition to the above type of tickets. Remedy system is supposed to handle approx 70k tickets per day , which will be assigned to the appropriate groups and it needs to be worked upon by ground staff using a Mobile App. These tickets(Incidents/Change/Problem) also have their own processing and automation before it hits the database.SMS flows for these type of tickets as well. We have already implemented this for 70k tickets per day, but the new volume of Alarms makes me little hesitant to commit to the Customer. Also I don’t want to make the Remedy System as a SMS dispatcher tool instead of its core functionalities of ticket tracking and service management. I really appreciate your thoughts and opinion. Thanks Regards, Praveen From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Janie Sprenger Sent: 20 January 2015 22:24 To: arslist@ARSLIST.ORG Subject: Re: Need Suggestion ** Are you in disagreement because you don't think Remedy can handle the volume or the volume won't be appropriately handled by personnel once it's in Remedy? Some additional things to think about are: By ticket, do you mean Incident or Change Request or Task or Work Order or something custom, by escalations do you mean related transaction records? Are all of the tickets that get generated supposed to end up being handled manually by people? Is there more processing and automation that occurs once the ticket is generated in Remedy? Is the process flow escalation intended to be more than a historical audit record of the event? Obviously, the volume is really high and it's hard to think of any companies that can manually handle that kind of volume on a daily basis so that means there is more to the story. IMO, Here's the thing to keep in mind, the customer is trying to solve a problem. They are attempting to use Remedy to solve that problem, which is good so you don't want to deter from them from what Remedy can and should be doing. But you also need to help to find a solution for the actual issue at hand because if they really have 3.5 to 9.5 million daily faults occurring in their environment, then they really do have a problem they have to sort out. Perhaps it's a matter of getting a handle on what is faulting, maybe SMS or FMS is or isn't configured correctly, maybe the faults are warnings and some are faults that need to be addressed. Maybe there is something to be aware of other than just processing millions of individual tickets into a 1 to 1 mapping between the fault and the ticket. My suggestion is to find out what the end goal is for the data that goes into Remedy, regardless of the volume and see where that takes you with whether or not Remedy can assist with solving the customer's problem. HTH, Janie On Tue, Jan 20, 2015 at 3:25 AM, Saraswat, Praveen psaras...@columnit.commailto:psaras...@columnit.com wrote: ** Hi All, I have below requirement from one of the Customer. Wanted to check if anyone has done this before for such volume. Requirement – Customer wants to send SMS to the stakeholders for any escalations on the tickets generated from Alarm (Fault Management System). Volume of tickets to be generated from Alarms – 3.5 million per day on day 1. Eventually the count to increase to 9.5 million per day. For any given ticket,2 to 3 SMS to flow from the system as part of the escalation matrix. Is remedy system the right place to handle SMS flow of this volume? I am in disagreement to use the Remedy System as SMS dispatcher for such a large volume of tickets. What are your thoughts on this? Any suggestions? Regards, Praveen _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
Oracle License Count Issue
Hi All, We are facing License Count Issue during ADDM and CMDB Integration Below is the problem statement Oracle Licensing model : Current Challenge : ADDM is pushing clubbed information for Oracle database instances which are grouped by version number. For e.g. If node A has 25 instances 5 with Oracle 11g, 10 with Oracle 10g , 5 with Oracle EE 11g and 5 without Oracle version. ADDM will club them based on version/Release and will send 4 products to CMDB namely Oracle database 10g, Oracle database 11g, Oracle database EE 11g and Oracle database. When we create OOTB per core License model for Oracle product, it consider all these as different products and compute 4 times the actual License value. Customer Expectation : Customer need to compute the CU value per sever core multiplier based instead on per core multiplier based. They want SAM to consider all oracle versions as one single product per server and compute accordingly. They also need report of per node calculation to validate the license details. Even after using Suite rollup algorithms in addition to Version Roll Up , we are not able to achieve the desired result. Has anyone faced similar kind of issue earlier? Thoughts are welcome. Regards, Praveen Kumar Saraswat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Print Functionality on Advance Interface Form
Hi Joe, It seems like that Javascript mae be difficult to invoke. I have written an AL on submit of the request which will do open window action of type report and will display the request details on screen. Challenge here for me is, from do I invoke the Javascript for print? And also I am not able to embed Print on that screen. Regards, Praveen Kumar Saraswat From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza Sent: Tuesday, 8 January 2013 1:57 PM To: arslist@ARSLIST.ORG Subject: Re: Print Functionality on Advance Interface Form ** I'm guessing a javascript to print to a default printer should work when you invoke that from the mid-tier. You may also want to check out the possibility of VBScript (http://stackoverflow.com/questions/1096862/print-directly-from-browser-without-print-popup-window) There is no out of the box way of achieving this so the possibilities mentioned above may be the your way in.. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saraswat, Praveen Sent: Monday, January 07, 2013 7:58 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Print Functionality on Advance Interface Form Hi Guys, I have a requirement wherein as soon as the request is submitted using Advance Interface Form, a print should take place on the default printer of the end user. I am using ARS 7.5 patch 6. BMC guides says that it is the limitation that we can only print by using the BMC Remedy User Tool (which I have already done) and not the web. Any suggestions/thoughts to implement it on web/mid-tier? Regards, Praveen Kumar Saraswat No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2012.0.2221 / Virus Database: 2637/5516 - Release Date: 01/07/13 _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
Print Functionality on Advance Interface Form
Hi Guys, I have a requirement wherein as soon as the request is submitted using Advance Interface Form, a print should take place on the default printer of the end user. I am using ARS 7.5 patch 6. BMC guides says that it is the limitation that we can only print by using the BMC Remedy User Tool (which I have already done) and not the web. Any suggestions/thoughts to implement it on web/mid-tier? Regards, Praveen Kumar Saraswat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
8961 error with Impact and Reported Source
Hi Guys, I have created a custom webservice on HPD:IncidentInterface_Create form which is being consumed by other application. When I am running the wsdl file in SOAP UI I am getting a proper response and Incident is getting created. But when the other party is trying from their application it throws 8961 error. Earlier it was throwing error for Impact now its coming for reported source. I have checked the sequence, I have made the fields nillable for which other application is not passing any value. But with no success We are stuck very badly here. Any suggestions? Regards, Praveen Kumar Saraswat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Date/Time format in Webservice
-MM-ddThh:mm:ssZ is the correct one. T is the delimiter but what is Z for? Regards, Praveen Kumar Saraswat Solution Consultant Column Technologies Australia Pty Ltd Phone: +61 (0) 280 656 598 | Web: www.columnit.comhttp://www.columnit.com/ Mobile: +61 (0) 450 639 470 | Email: psaras...@columnit.commailto:sskerr...@columnit.com [cid:image001.jpg@01CDD7A7.B8692060] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of jayesh panchal Sent: Monday, 10 December 2012 4:20 PM To: arslist@ARSLIST.ORG Subject: Re: Date/Time format in Webservice ** did you try -MM-DDThh:mm:ss where T is deli. between date and time? Regards, Jayesh On Mon, Dec 10, 2012 at 10:06 AM, Schon, Stuart stuart.sc...@au.fujitsu.commailto:stuart.sc...@au.fujitsu.com wrote: ** i.e. -MM-ddThh:mm:ssTZ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Monday, 10 December 2012 2:04 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Date/Time format in Webservice ** Try this: 2012-04-01T13:44:12-05:00, where -05:00 at the end specifies the time zone offset... Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saraswat, Praveen Sent: December-09-12 8:44 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Date/Time format in Webservice Hi Guys, I am getting ARERR8957 when i am testing my webservice in SOAP UI. It says date format is not valid. I tried with mm/dd/ hh:mm:ss /dd/mm hh:mm:ss mm/dd/Thh:mm:ss /dd/mmThh:mm:ss But none of them worked Any suggestions. Regards, Praveen Kumar Saraswat _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_ No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2012.0.2221 / Virus Database: 2634/5447 - Release Date: 12/09/12 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years inline: image001.jpg
Re: Date/Time format in Webservice
So Z is the timezone offset. Thanks Terry. Regards, Praveen Kumar Saraswat Solution Consultant Column Technologies Australia Pty Ltd Phone: +61 (0) 280 656 598 | Web: www.columnit.comhttp://www.columnit.com/ Mobile: +61 (0) 450 639 470 | Email: psaras...@columnit.commailto:sskerr...@columnit.com [cid:image001.jpg@01CDD7A7.F3B7C630] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terry Bootsma Sent: Monday, 10 December 2012 2:04 PM To: arslist@ARSLIST.ORG Subject: Re: Date/Time format in Webservice ** Try this: 2012-04-01T13:44:12-05:00, where -05:00 at the end specifies the time zone offset... Terry From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saraswat, Praveen Sent: December-09-12 8:44 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Date/Time format in Webservice Hi Guys, I am getting ARERR8957 when i am testing my webservice in SOAP UI. It says date format is not valid. I tried with mm/dd/ hh:mm:ss /dd/mm hh:mm:ss mm/dd/Thh:mm:ss /dd/mmThh:mm:ss But none of them worked Any suggestions. Regards, Praveen Kumar Saraswat No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2012.0.2221 / Virus Database: 2634/5447 - Release Date: 12/09/12 _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 inline: image001.jpg
Re: 8961 error with Impact and Reported Source
Hi Sunil, I resolved this issue by arranging the sequence of the fields in webservice but now we have Error 8962:Unexpected element encountered in the XML Document for fields (Manufacturer, Product Name, Product Categorization Tier 1, Product Categorization Tier 2, Product Categorization Tier 3,Product Model/Version, Corporate ID, Internet Email etc(ie. Non Mandatory fields)) Any thoughts? Regards, Praveen Kumar Saraswat Solution Consultant Column Technologies Australia Pty Ltd Phone: +61 (0) 280 656 598 | Web: www.columnit.comhttp://www.columnit.com/ Mobile: +61 (0) 450 639 470 | Email: psaras...@columnit.commailto:sskerr...@columnit.com [cid:image001.jpg@01CDD7CA.1FBBA810] From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of itsm.support Sent: Tuesday, 11 December 2012 5:33 PM To: arslist@ARSLIST.ORG Subject: Re: 8961 error with Impact and Reported Source ** Hi, This is what I found while navigating for below issue: The real problem seems to be the order of the elements in the input XML call. It seems that Remedy, or perhaps whatever mechanism they used to implement the web services, isn't happy if the input elements aren't in the same order as defined in the web service. It's ok if there are optional or defaulted elements left out of the call, but those that are present must be in the order as defined in the web service. I recently had an integration team with this exact scenario. The field reported as missing was passed, but still the error was thrown. I built a SoauUI call, and the operation worked fine. Turns out this is because I used the SoauUI function that automatically builds the input call from the web service definition, so all of the elements are in the same order. I then took the input xml reported by the integration team, and inserted it in place of the automatically generated xml in the SoauUI, and I got the same error reported by the integration team. I manually rearranged the elements to match the operation definition, and trying again, it was successful. Integration teams will not be happy that they have to make sure the elements are in the right order, and you'll need to avoid rearranging the element unless everyone is on board with the change. However, if you do make use the elements in the right order, this error will not occur. HTH -- Regards, Sunil Vyom Labs Pvt. Ltd. BSM Solutions Services || ITIL Consulting Training Email: [hidden email]http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?type=nodenode=7583733i=0 || Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || http://www.linkedin.com/company/vyom-labs From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saraswat, Praveen Sent: Tuesday, December 11, 2012 8:06 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: 8961 error with Impact and Reported Source Importance: High ** Hi Guys, I have created a custom webservice on HPD:IncidentInterface_Create form which is being consumed by other application. When I am running the wsdl file in SOAP UI I am getting a proper response and Incident is getting created. But when the other party is trying from their application it throws 8961 error. Earlier it was throwing error for Impact now its coming for reported source. I have checked the sequence, I have made the fields nillable for which other application is not passing any value. But with no success We are stuck very badly here. Any suggestions? Regards, Praveen Kumar Saraswat _ARSlist: Where the Answers Are and have been for 20 years_ No virus found in this message. Checked by AVG - www.avg.comhttp://www.avg.com Version: 2012.0.2221 / Virus Database: 2634/5449 - Release Date: 12/10/12 _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 inline: image001.jpg
Date/Time format in Webservice
Hi Guys, I am getting ARERR8957 when i am testing my webservice in SOAP UI. It says date format is not valid. I tried with mm/dd/ hh:mm:ss /dd/mm hh:mm:ss mm/dd/Thh:mm:ss /dd/mmThh:mm:ss But none of them worked Any suggestions. Regards, Praveen Kumar Saraswat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: (ARERR 1630105)
Hi, Have you configured Problem Management Assignment Rule in Assignment configuration form. And also please add a Problem Manager Functional role to a person in that specific group. Regards, Praveen Kumar Saraswat From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of IT (Amanullah Bashir Ahmed) Sent: Sunday, June 20, 2010 3:26 PM To: arslist@ARSLIST.ORG Subject: (ARERR 1630105) ** Hi all, Version 7.1 The description of error is given below. There are no predefined support groups for Problem Manager assignment. Ask your system administrator to create one, or use the other options available for selecting the Problem Manager Assigned group. (ARERR 1630105). How can I rectify this error. Thanks Regards Amanullah Software Consultant DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
