Re: Attachments between Work Orders and Service Requests.
Yes sir, that is a bug, it should only have one entry. I hadn't heard when it would be fixed but since you're on SRM 2.2 p003, I guess it's not fixed yet! -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Alberto Mel. Sent: Tuesday, June 16, 2009 9:31 AM To: arslist@ARSLIST.ORG Subject: Re: Attachments between Work Orders and Service Requests. --001485f1db5e64afc5046c79b45c Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit First, thank you very Much Don!, I can understand and it's ok, but now I can see that when I create a request with one attachment, it generates 2 entries in the Workinfo (of the workorder - WOI:Workinfo). Is this a bug?. Thanks again!. Alberto 2009/6/16 Savant, don...@dts > The product is working as designed, it doesn't copy the attachment from the > SR because that wouldn't offer a normalized approach. Imagine the redundant > space needed if your SR generated (10) work orders instead of just (1); the > attachment would be stored (11) times in the DB. > > Now they could offer a pointer to the SR attachment from the back office > entry Work Info, but it's just as easy to click the 'View Service Request' > link instead. > > - Don > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arsl...@arslist.org] On Behalf Of Alberto Mel. > Sent: Tuesday, June 16, 2009 9:07 AM > To: arslist@ARSLIST.ORG > Subject: Attachments between Work Orders and Service Requests. > > --001485f5af86e8e266046c795c6a > Content-Type: text/plain; charset=ISO-8859-1 > Content-Transfer-Encoding: 7bit > > Hi all! > > I have a problem with SRM.2.2. I have installed ITSM 7.1 (Patch 6) with SRM > 2.2 (Patch 3). > > When I create a service Request from the Requester Console, with an > attachment field, it creates a work order that I've defined but if I create > a Service Request with one attachment, I can't see this attachment in the > WorkOrder that is created. So, if I attach a file when I create the Service > Request, I have 3 ticketcs on form WOI:Workinfo, one withe the text that > says that this workorder was created from the SRM application and 2 more, > with the same text (Attach of a new Request, I've translate it into > english, > our server ins in spanish) but with no attach. > > Any body knows why?. > > Thank you very much. > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:rmisoluti...@verizon.netARSlist: > "Where the Answers Are" > > --001485f5af86e8e266046c795c6a > Content-Type: text/html; charset=ISO-8859-1 > Content-Transfer-Encoding: quoted-printable > > ** > Hi all!I have a problem with SRM.2.2. I have installed ITSM 7.1 > (Pa= > tch 6) with SRM 2.2 (Patch 3).When I create a service Request from > = > the Requester Console, with an attachment field, it creates a work order > th= > at I've defined but if I create=A0 a Service Request with one > attachmen= > t, I can't see this attachment in the WorkOrder that is created. So, > if= > I attach a file when I create the Service Request, I have 3 ticketcs on > fo= > rm WOI:Workinfo, one withe the text that says that this workorder was > creat= > ed from the SRM application and 2 more, with the same text (Attach of a > new= > Request, I've translate it into english, our server ins in spanish) > bu= > t with no attach. > > Any body knows why?.Thank you very much. > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ > > --001485f5af86e8e266046c795c6a-- > > > ___ > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org > Platinum > Sponsor:rmisoluti...@verizon.netARSlist: > "Where the Answers Are" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" --001485f1db5e64afc5046c79b45c Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: quoted-printable ** First, thank you very Much Don!,I can understand and it's ok, b= ut now I can see that when I create a request with one attachment, it gener= ates 2 entries in the Workinfo (of the workorder - WOI:Workinfo). Is this a bug?.Thanks again!.Alberto2009/6/16 Savant, don...@dts <donald.sav...@dts.ca.gov>= The product is working as designed, it doesn't copy the attachment from
Re: Attachments between Work Orders and Service Requests.
The product is working as designed, it doesn't copy the attachment from the SR because that wouldn't offer a normalized approach. Imagine the redundant space needed if your SR generated (10) work orders instead of just (1); the attachment would be stored (11) times in the DB. Now they could offer a pointer to the SR attachment from the back office entry Work Info, but it's just as easy to click the 'View Service Request' link instead. - Don -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Alberto Mel. Sent: Tuesday, June 16, 2009 9:07 AM To: arslist@ARSLIST.ORG Subject: Attachments between Work Orders and Service Requests. --001485f5af86e8e266046c795c6a Content-Type: text/plain; charset=ISO-8859-1 Content-Transfer-Encoding: 7bit Hi all! I have a problem with SRM.2.2. I have installed ITSM 7.1 (Patch 6) with SRM 2.2 (Patch 3). When I create a service Request from the Requester Console, with an attachment field, it creates a work order that I've defined but if I create a Service Request with one attachment, I can't see this attachment in the WorkOrder that is created. So, if I attach a file when I create the Service Request, I have 3 ticketcs on form WOI:Workinfo, one withe the text that says that this workorder was created from the SRM application and 2 more, with the same text (Attach of a new Request, I've translate it into english, our server ins in spanish) but with no attach. Any body knows why?. Thank you very much. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" --001485f5af86e8e266046c795c6a Content-Type: text/html; charset=ISO-8859-1 Content-Transfer-Encoding: quoted-printable ** Hi all!I have a problem with SRM.2.2. I have installed ITSM 7.1 (Pa= tch 6) with SRM 2.2 (Patch 3).When I create a service Request from = the Requester Console, with an attachment field, it creates a work order th= at I've defined but if I create=A0 a Service Request with one attachmen= t, I can't see this attachment in the WorkOrder that is created. So, if= I attach a file when I create the Service Request, I have 3 ticketcs on fo= rm WOI:Workinfo, one withe the text that says that this workorder was creat= ed from the SRM application and 2 more, with the same text (Attach of a new= Request, I've translate it into english, our server ins in spanish) bu= t with no attach. Any body knows why?.Thank you very much. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ --001485f5af86e8e266046c795c6a-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Relationships on Work Orders
We're on SRM 2.2 p002 and it has Relationship functionality for WO's. We have
noticed that Asset Mgmt doesn't recognize the relationship type so you can't
see the related WO's from the Asset. According to Support, this is an RFE, but
that's arguable.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Thursday, June 11, 2009 9:02 AM
To: arslist@ARSLIST.ORG
Subject: Relationships on Work Orders
--_000_FE1DBA4771FAE340A048A2439B10E98E6239227C9FSUHOUEXCMSA1P_
Content-Type: text/plain; charset="us-ascii"
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Good morning,
Has anyone heard from BMC whether the next version of SRM will have relation=
ships or not? If you pull up the Work Orders form, it looks like BMC hastil=
y copied the form from Change Management and deleted the table field and wor=
kflow but left the tab and a few buttons there. It seems logical to me that=
you would want to relate Work Orders to CIs, even Incidents, Changes, etc.
The reason I ask is because if they don't include it, I'm going to have to c=
ustomize it. However, I don't want to waste my time if it is in the next ve=
rsion.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed here: http://www.sug.com/disclaimers/de=
fault.htm#Mail . If you cannot access the link, please e-mail sender.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
--_000_FE1DBA4771FAE340A048A2439B10E98E6239227C9FSUHOUEXCMSA1P_
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content-transfer-encoding: quoted-printable
**
.EmailQuote { margin-left: 1pt; padding-left: 4pt; border-left: #8000=
00 2px solid; }
Good morning,
Has anyone heard from BMC whether the next version of SRM will have rel=
ationships or not? If you pull up the Work Orders form, it looks like=
BMC hastily copied the form from Change Management and deleted the table fi=
eld and workflow but left the tab and
a few buttons there. It seems logical to me that you would want to rel=
ate Work Orders to CIs, even Incidents, Changes, etc.
The reason I ask is because if they don’t include it, I’m g=
oing to have to customize it. However, I don’t want to waste my=
time if it is in the next version.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed http://www.sug.com/disclaimers/default.htm#Mail";>here. If you c=
annot access hyperlink, please e-mail sender.
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_
--_000_FE1DBA4771FAE340A048A2439B10E98E6239227C9FSUHOUEXCMSA1P_--
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Passing variables between Applications and Tasks
According to Support, there is no way to do it with CAI Event configuration alone, you'd have to customize the application. That being said, there is an RFE "Pending Review" to enhance the TMS for this functionality: RFE SW00329718. Since the work around is simply to use the [View] parent button, the effort to customize hardly seems worth it. Hopefully Engineering feels differently. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mahesh Chandra Sent: Friday, June 05, 2009 7:25 PM To: arslist@ARSLIST.ORG Subject: Re: Passing variables between Applications and Tasks --0015174c150e3a1f28046ba4b789 Content-Type: text/plain; charset=windows-1252 Content-Transfer-Encoding: quoted-printable Our primary user community works only on Incidents or Tasks. Since we completely bypass the Work Order system, we wanted to figure out a way to pass the variables from Work Order to Task but haven=92t had any luck. Even I was successful in passing variables between Tasks but couldn't figur= e out a way to fetch information from the parent system (Work Orders/ Change)= , finally gave up since I had many other critical issues on my plate. As far as my research goes, this would basically require understanding the CAI system and how each Event works. Please share your experience when you are done. Good Luck. Thanks Mahesh On Fri, Jun 5, 2009 at 5:39 PM, Savant, don...@dts wrote: > ** Does anyone know if it=92s possible to pass variable data from ITSM > applications (e.g. Change mgmt or Work Orders) to Task and/or Task Groups= ? > I=92ve successfully configured variables to pass from one task to another= and > from one task group to another but everything I=92ve read appears to be > limited within the Task mgmt System(TMS) itself. I haven=92t seen anythi= ng > which shows how to pass data from the parent to the task or task group. > Thanks in advance. > > _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers > Are"_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" --0015174c150e3a1f28046ba4b789 Content-Type: text/html; charset=windows-1252 Content-Transfer-Encoding: quoted-printable ** Our=A0primary user community works only on Incidents or Task= s. Since we completely bypass the=A0Work Order system, we wanted to figure = out a way to pass the variables from Work Order to Task but haven=92t had a= ny luck. =A0 Even I was successful in passing variables=A0between Tasks= =A0but couldn't figure out a way to fetch information from the parent s= ystem (Work Orders/ Change), finally=A0gave up=A0since I had many other cri= tical issues=A0on my plate. =A0 As far as my research goes, this would basically require und= erstanding the=A0CAI system and how each Event works. =A0 Please share your experience when you are done. Good Luck. =A0 Thanks Mahesh On Fri, Jun 5, 2009 at 5:39 PM, Savant, don...@d= TS <mailto:donald.sav...@dts.ca.gov";>Donald= .sav...@dts.ca.gov> wrote: **=20 Does anyone know if it=92s possible to pass variable data from ITSM ap= plications (e.g. Change mgmt or Work Orders) to Task and/or Task Groups? I= =92ve successfully configured variables to pass from one task to another an= d from one task group to another but everything I=92ve read appears to be l= imited within the Task mgmt System(TMS) itself.=A0 I haven=92t seen anythin= g which shows how to pass data from the parent to the task or task group. T= hanks in advance. =A0_Platinum Sponsor: mailto:rmisoluti...@verizon.net"; targ= et=3D"_blank">rmisoluti...@verizon.net ARSlist: "Where the Answers= Are"_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ --0015174c150e3a1f28046ba4b789-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Passing variables between Applications and Tasks
Does anyone know if it's possible to pass variable data from ITSM applications (e.g. Change mgmt or Work Orders) to Task and/or Task Groups? I've successfully configured variables to pass from one task to another and from one task group to another but everything I've read appears to be limited within the Task mgmt System(TMS) itself. I haven't seen anything which shows how to pass data from the parent to the task or task group. Thanks in advance. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: ERROR's in LOG-Approve : Some fields truncated...ARWARN 8911
We were told by Support that this is a known issue but that since it doesn't negatively impact the application, a fix would not be coming for a while. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of DigiLife Sent: Wednesday, May 27, 2009 10:12 AM To: arslist@ARSLIST.ORG Subject: ERROR's in LOG-Approve : Some fields truncated...ARWARN 8911 --=_Part_128139_13885117.1243444294618 Content-Type: text/plain; charset=us-ascii Content-Transfer-Encoding: 7bit Over and over in the log fileWe are also experiencing stability with Tomcat in a Wintel environment. Action Request System(R) Server Version 7.1.00 Patch 004 200808100630 Arerror.log: Tue Mar 17 15:06:53 2009 Approve : Some of the fields have been truncated from the results list because the total length of the fields and separators is greater than the maximum allowed <0> (ARWARN 8911) Tue Mar 17 15:10:18 2009 Approve : Some of the fields have been truncated from the results list because the total length of the fields and separators is greater than the maximum allowed <0> (ARWARN 8911) Tue Mar 17 15:13:23 2009 Approve : Some of the fields have been truncated from the results list because the total length of the fields and separators is greater than the maximum allowed <0> (ARWARN 8911) Any idea what is causing this? Thanks in advance, Digi -- View this message in context: http://www.nabble.com/ERROR%27s-in-LOG-Approve-%3A-Some-fields-truncated...ARWARN-8911-tp23745429p23745429.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" --=_Part_128139_13885117.1243444294618 Content-Type: text/html; charset=us-ascii Content-Transfer-Encoding: 7bit ** Over and over in the log fileWe are also experiencing stability with Tomcat in a Wintel environment. Action Request System(R) Server Version 7.1.00 Patch 004 200808100630 Arerror.log: Tue Mar 17 15:06:53 2009 Approve : Some of the fields have been truncated from the results list because the total length of the fields and separators is greater than the maximum allowed <0> (ARWARN 8911) Tue Mar 17 15:10:18 2009 Approve : Some of the fields have been truncated from the results list because the total length of the fields and separators is greater than the maximum allowed <0> (ARWARN 8911) Tue Mar 17 15:13:23 2009 Approve : Some of the fields have been truncated from the results list because the total length of the fields and separators is greater than the maximum allowed <0> (ARWARN 8911) Any idea what is causing this? Thanks in advance, Digi View this message in context: http://www.nabble.com/ERROR%27s-in-LOG-Approve-%3A-Some-fields-truncated...ARWARN-8911-tp23745429p23745429.html";>ERROR's in LOG-Approve : Some fields truncated...ARWARN 8911 Sent from the http://www.nabble.com/ARS-%28Action-Request-System%29-f716.html";>ARS (Action Request System) mailing list archive at Nabble.com. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: "Where the Answers Are"_ --=_Part_128139_13885117.1243444294618-- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
Re: Remedy, ITSM and SRM Notifications, major spammage
In BMC's SRM class, they let you know that you'll have to "fine tune" the notifications to your environment. For us that meant turning off filters that generate notifications to requesters from the back office applications. Essentially we let the SRM notifications provide all communication with the end user. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jim Coryat Sent: Friday, April 24, 2009 9:44 AM To: arslist@ARSLIST.ORG Subject: Remedy, ITSM and SRM Notifications, major spammage This is a multi-part message in MIME format. --_=_NextPart_001_01C9C4FB.E3B94690 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: quoted-printable We have recently implemented the ITSM applications as well as the Service Request Management module. What we are seeing is a number of email notifications that are sent to customers, some are completely unnecessary. In going into the NTE:CFG-Notification Events and try and turn some of the notifications off, they still show up. Does anyone have any experience in this area and could spare a few pointers in cleaning this up? Right now the users are starting to blindly delete the BMC Remedy notifications since they are getting spammed with these continuously. =20 Thank you for any advice you can provide. =20 Jim Coryat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are" --_=_NextPart_001_01C9C4FB.E3B94690 Content-Type: text/html; charset="us-ascii" Content-Transfer-Encoding: quoted-printable ** http://www.w3.org/TR/REC-html40"; = xmlns:q=3D"http://schemas.xmlsoap.org/soap/envelope/"; xmlns:D=3D"DAV:" = xmlns:mt=3D"http://schemas.microsoft.com/sharepoint/soap/meetings/"; = xmlns:x2=3D"http://schemas.microsoft.com/office/excel/2003/xml"; = xmlns:ois=3D"http://schemas.microsoft.com/sharepoint/soap/ois/"; = xmlns:dir=3D"http://schemas.microsoft.com/sharepoint/soap/directory/"; = xmlns:ds=3D"http://www.w3.org/2000/09/xmldsig#"; = xmlns:dsp=3D"http://schemas.microsoft.com/sharepoint/dsp"; = xmlns:udc=3D"http://schemas.microsoft.com/data/udc"; = xmlns:xsd=3D"http://www.w3.org/2001/XMLSchema"; = xmlns:sub=3D"http://schemas.microsoft.com/sharepoint/soap/2002/1/alerts/"= xmlns:ec=3D"http://www.w3.org/2001/04/xmlenc#"; = xmlns:sp=3D"http://schemas.microsoft.com/sharepoint/"; = xmlns:sps=3D"http://schemas.microsoft.com/sharepoint/soap/"; = xmlns:xsi=3D"http://www.w3.org/2001/XMLSchema-instance"; = xmlns:udcs=3D"http://schemas.microsoft.com/data/udc/soap"; = xmlns:udcxf=3D"http://schemas.microsoft.com/data/udc/xmlfile"; = xmlns:udcp2p=3D"http://schemas.microsoft.com/data/udc/parttopart"; = xmlns:wf=3D"http://schemas.microsoft.com/sharepoint/soap/workflow/"; = xmlns:dsss=3D"http://schemas.microsoft.com/office/2006/digsig-setup"; = xmlns:dssi=3D"http://schemas.microsoft.com/office/2006/digsig"; = xmlns:mdssi=3D"http://schemas.openxmlformats.org/package/2006/digital-sig= nature" = xmlns:mver=3D"http://schemas.openxmlformats.org/markup-compatibility/2006= " xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml"; = xmlns:mrels=3D"http://schemas.openxmlformats.org/package/2006/relationshi= ps" xmlns:spwp=3D"http://microsoft.com/sharepoint/webpartpages"; = xmlns:ex12t=3D"http://schemas.microsoft.com/exchange/services/2006/types"= = xmlns:ex12m=3D"http://schemas.microsoft.com/exchange/services/2006/messag= es" = xmlns:pptsl=3D"http://schemas.microsoft.com/sharepoint/soap/SlideLibrary/= " = xmlns:spsl=3D"http://microsoft.com/webservices/SharePointPortalServer/Pub= lishedLinksService" xmlns:Z=3D"urn:schemas-microsoft-com:" = xmlns:st=3D"" xmlns=3D"http://www.w3.org/TR/REC-html40";> We have recently implemented the ITSM applications = as well as the Service Request Management module. What we are seeing is a = number of email notifications that are sent to customer
Re: Workflow on the Web (UNCLASSIFIED)
Christopher: One comment regarding SRM and General Access - none of our external customer User entries have General Access yet they are able to use all SRM functionality successfully. The only value in their Group List is the company's group number. - Don -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of strauss Sent: Wednesday, April 22, 2009 8:59 AM To: arslist@ARSLIST.ORG Subject: Re: Workflow on the Web (UNCLASSIFIED) In ITSM 7.x, General Access is required by every account that will access t= he system in almost any way. Since that permission only shows up in the Us= er record, not the People form, it can be confusing. The only way around t= his is if the customers are accessing something like Kinetic Request - then= they only need group membership in the appropriate companies. Any account= that will hit the mid-tier going to SRM or the Requester Console will need= General Access and more. Another one to watch for is that our support sta= ff accounts will occasionally lose their General Access privilege due to so= me error in user caching, and their People record looks just fine, and usua= lly the User record will too, but the user cache is missing the permission.= Don McClure usually has to rebuild their permissions to get them back in = - he knows the details; suffice it to say that we have not been able to iso= late the fault. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA > Sent: Wednesday, April 22, 2009 10:45 AM > To: arslist@ARSLIST.ORG > Subject: Re: Workflow on the Web (UNCLASSIFIED) >=20 > Classification: UNCLASSIFIED > Caveats: NONE >=20 >=20 > Candace - you are on the right track. Thanks also to everyone who > contacted me in the background. >=20 > This was an ITSM-specific issue, not a Mid-Tier problem. The web URL > I'm using for this application bypasses the login screen using the > anonymous web user account and password (embedded in the URL string). > But WebUser has to have its own People record, and also be made a > member > of the correct "Company" in order to have permission to read that > Company's CTM:People records. >=20 > I originally thought that a User form record for WebUser with > Restricted > Read would be sufficient. I also gave the account "General Access", > although I don't know if that's required for the application to work. > Better safe than sorry. >=20 >=20 > Michael W. Luttmann > Lead Remedy Developer > Fort Carson DOIM > 719.524.0514 >=20 > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Decou, Candace M > Sent: Tuesday, April 21, 2009 08:54 AM > To: arslist@ARSLIST.ORG > Subject: Re: Workflow on the Web (UNCLASSIFIED) >=20 > Michael - does the user you are logging in with have a specific > application that can read the CTM:People form? E.g., Change Submitter > Read or Incident Submitter Read or something like that? We also have a > custom application that we use and the query against the CTM:People > form > will not work unless we specifically assign one of the OOB application > licenses with at least a Read license to use against it. Of couse, I'm > not sure why the behavior would differ in the WUT, but if you haven't > tried this it's worth a test run. > :) > Candace >=20 > -Original Message- > From: Action Request System discussion list(ARSList) > [mailto:arsl...@arslist.org] On Behalf Of Luttmann, Michael W CTR USA > Sent: Monday, April 20, 2009 8:54 AM > To: arslist@ARSLIST.ORG > Subject: Re: Workflow on the Web (UNCLASSIFIED) >=20 > Classification: UNCLASSIFIED > Caveats: NONE >=20 > ALL: Thanks for the suggestions. >=20 > - Yes, I manually flushed the cache before each test. > - As for the "view", I'm using the default Mid-Tier rendered views, > which should work exactly the same as on the client. I'm not > generating > any web-specific views. > - When I run the MT workflow logs, the relevant section looks like > this: >=20 > ActiveLink: SIR:Btn-Find User > True actions: > action 0 > FieldList.Query([object Object], @, CTM:People, 4, 2) > Set-fields 536870917 =3D > Set-fields 536870959 =3D > Set-fields 536870960 =3D > Set-fields 536870961 =3D > Set-fields 536870962 =3D > Set-fields 536870963 =3D > Set-fields 536870964 =3D > action 1 >=20 > This was from a test where I entered my own name for the search. This > shows a "no records match" result, which sets the target fields to > NULL. > If I modify the A/L search to return an error if there are no matches, > I > get the error. (Of course, the same code on the client works, and > returns all my user info.) >=20 > I have also checked permissions on CTM:People (the web c
Re: Who is using SRM?
We went live with 2.2 a month ago. The current deployment covers roughly 70
internal and external non-billable IT service types with the most popular
obviously being 'Report an Incident'. Future plans include adding billable IT
services for our external customers.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn
Sent: Tuesday, April 21, 2009 8:37 AM
To: arslist@ARSLIST.ORG
Subject: Who is using SRM?
--_000_FE1DBA4771FAE340A048A2439B10E98E4FC1CA3B6FSUHOUEXCMSA1P_
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Good morning,
This should be a rather simple question. How many of you are using BMC's SR=
M module in production currently? If you are using it, what types of things=
do you use it for?
We bought it and are looking at using it, but it is tedious so I want to mak=
e sure we don't invest a lot of time and money into it if it's not widely us=
ed enough for BMC to keep it around.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed here: http://www.sug.com/disclaimers/de=
fault.htm#Mail . If you cannot access the link, please e-mail sender.
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Good morning,
This should be a rather simple question. How many of you are usin=
g BMC’s SRM module in production currently? If you are using it,=
what types of things do you use it for?
We bought it and are looking at using it, but it is tedious so I want t=
o make sure we don’t invest a lot of time and money into it if it̵=
7;s not widely used enough for BMC to keep it around.
Thanks,
Shawn Pierson
Remedy Developer | Southern Union
Private and confidential as detailed http://www.sug.com/disclaimers/default.htm#Mail";>here. If you c=
annot access hyperlink, please e-mail sender.
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Re: SRM and Reopening Inicdents
Yes, we ran into this issue and debated it with BMC but it is working 'as designed'. The only thing we could do with it is route the Work Order to the Service Desk and have them update the back office entry accordingly. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of SCOTT PHILBEN Sent: Friday, April 03, 2009 8:02 AM To: arslist@ARSLIST.ORG Subject: SRM and Reopening Inicdents All: I have SRM 2.2 patch 002 and I have an existing Request which created an Incident. When the Support Person Resolves the Incident, a Survey request is created for the User. When the User fills in the Survey and selects the "Reopen the Service Request" option shouldn't the system reopen the Service Request as well as the related Incident? Right now it does not appear to. And reading the Admin guide for SRM I see this: If a service request is reopened, SRM does not reopen the original back-office requests that were part of the request fulfillment process. Instead, SRM creates a new work order. What? I am not even using Work Orders! I want the Incident to be reopened! Does this sound right? Has anyone else tried this? Please let me know... -scott philben ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
Re: Resolved: Tomcat Settings for ARS 7.1
We install Tomcat on D: directly ourselves and then run the Mid Tier install, seems to be working fine. Not only does it resolve any drive designation issues, it also makes it easier to apply future Tomcat upgrades. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ Longwing Sent: Tuesday, February 10, 2009 6:18 AM To: arslist@ARSLIST.ORG Subject: Re: Resolved: Tomcat Settings for ARS 7.1 This is a multi-part message in MIME format. --=_NextPart_000_0037_01C98B4F.BE2012A0 Content-Type: text/plain; charset="us-ascii" Content-Transfer-Encoding: 7bit I've had the opposite, although frustrating experience. I install my Midtier on E:, and when I tell it I need to install Tomcat, it installs it also on E...but chooses a directory that I don't wanta bit frustrating. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine Sent: Monday, February 09, 2009 5:00 PM To: arslist@ARSLIST.ORG Subject: Resolved: Tomcat Settings for ARS 7.1 ** A colleague helped me resolve this. It turns out that the Midtier will NOT work with Tomcat installed anywhere but on C, unless you want to change some registry settings in Windows. I reinstalled Tomcat on C and it worked okay. Another gotcha is for some reason, perhaps it has to do with a flaw in the installer, the application administration password and the midtier passwords got messed up and would not allow a login through the midtier, regardless of which user I attempted to log in with. Resetting the same passwords on the AR Server Administration console as well as resetting the Midtier administrator password, then checking "Validate password" cleared the problem. But I had done all of that the first time with the installer. Apparently it is necessary to go back and add them all in again. --- On Sat, 2/7/09, Matt Reinfeldt wrote: From: Matt Reinfeldt Subject: Re: Tomcat Settings for ARS 7.1 To: arslist@ARSLIST.ORG Date: Saturday, February 7, 2009, 9:40 PM ** Louise, Check your server.xml file. That is where all the port definitions should be. Good luck, Matt R. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Louise Van Hine Sent: Saturday, February 07, 2009 4:54 PM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** Yes, I did configure IIS that way. the problem is that the instruction list I have for IIS configuration is not complete. I'll resume the fight again Monday - thanks for the tips, Joe! --- On Fri, 2/6/09, Joe D'Souza wrote: From: Joe D'Souza Subject: Re: Tomcat Settings for ARS 7.1 To: arslist@ARSLIST.ORG Date: Friday, February 6, 2009, 7:21 PM ** Tomcat and IIS must be both using the same port causing a conflict? What is your port configuration? By default Tomcat should use 8080 and IIS should be using 80. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Louise Van Hine Sent: Friday, February 06, 2009 7:04 PM To: arslist@ARSLIST.ORG Subject: Re: Tomcat Settings for ARS 7.1 ** Yes, Tomcat is definitely running. Although I have not done anything to configure IIS as yet. --- On Fri, 2/6/09, Joe DeSouza wrote: From: Joe DeSouza Subject: Re: Tomcat Settings for ARS 7.1 To: arslist@ARSLIST.ORG Date: Friday, February 6, 2009, 5:26 PM ** Is Tomcat up and running? Maybe the process is hung? Try restarting after making sure the java process that starts up tomcat is killed. Joe _ From: Louise Van Hine To: arslist@ARSLIST.ORG Sent: Friday, February 6, 2009 3:07:56 PM Subject: Re: Tomcat Settings for ARS 7.1 ** I saw something rush by here yesterday about Tomcat installation and the application being configured with port 8080 commented out? Could whoever put that up there please show how to uncomment that, because I think I am having that problem - the localhost won't show anything when I try to open the page. Thanks! Louise van Hine --- On Thu, 2/5/09, Joe DeSouza wrote: From: Joe DeSouza Subject: Re: Tomcat Settings for ARS 7.1 To: arslist@ARSLIST.ORG Date: Thursday, February 5, 2009, 7:14 PM ** Kishor (I assume that's your name), I used to get OutOfMemory crashes too with 7.1 Patch 003 of the mid-tier. What version of the mid-tier application are you on? Recently I switched to patch 006 and it ceased to crash my tomcat server ever so often. In fact none of my 10 servers have crashed as yet and its been 3 days. According to Remedy support a memory related issue was addressed on patch 006 which addressed OutOfMemory errors. Read the readme files for all the bugs that were resolved by Patch 006.. Read my posts about tomcat settings where someone else on the list asked something similar.. Cheers Joe _ From: kishorkv To: arslist@ARSLIST.ORG Sent: Thursday,
