Remedy Support per Call/Incident?
Hey List! Long time, no post... Is there a Remedy support company which provides a per call/incident fee instead of having to purchase annual support? I have only seen annual support options. Thanks. -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy Support Vendors
Hey List, Can you recommend a Remedy support vendor? I am looking for a vendor that has resolved issues which are not simple. Thanks. -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Diary Field Issue - Attention - Remedy Product Defect.
On Tue, Sep 1, 2009 at 5:21 PM, John Sundberg john.sundb...@kineticdata.com wrote: ** Actually - I would consider the fuzzing technique for testing. Cause -- all testing a would do is catch the space problem. Fuzzing would try tons of things you would never think of. (tabs / Null \0 / etc.) http://en.wikipedia.org/wiki/Fuzz_testing Also - I would make the claim that - reporting is easier when the comments are in a related table. (most (maybe all) reporting tools know how to use related tables -- NONE of the reporting tools I know of know how to parse a Remedy diary field) Reporting -- it would be easier to produce a report of high touch tickets by reporting on all tickets where comment.count 10 -- or something like that - if the comments were in a separate table. My guess as to why the diary field exists (and still exists) - is two reasons. 1) Original Remedy did not have push fields (or tables like we now know them) -- and so the diary field solved the problem. 2) Diary fields == more licenses -- updating a simple status would update the worklog - forcing a modify of the record - hence license used -- aka $$$. -John On Sep 1, 2009, at 2:45 PM, Matt Reinfeldt wrote: **Warren, I, like John, stopped using Diary fields long ago. As far as reporting goes, yes, a join or a sub-report is what it takes to bring that in, but I don’t think that’s a big deal, because… (wait for it…) at least you can then view it in a readable format! Have you seen a Diary field in a report? J Honestly, though, we don’t pull those particular records into much more than the ‘print ticket’ reports, as there’s no need. As to how it was “missed”… good question, and I think that one more use case has just been defined for the QA team. (note to self: test not only NULL values, but a single space, too! … Honestly, I can see how it was missed…. The real question is, how long will it take to get a fix out?) Matt R. *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Warren Baltimore *Sent:* Tuesday, September 01, 2009 1:53 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Diary Field Issue - Attention - Remedy Product Defect. ** I would think because it already is there! As I sit here thinking about it, I can see some nice things about the seperate form, but doesn't it create an added complication when it comes to Reporting? It's one more join that would have to be supported for reporting? Or am I missing something here? I'm very curious about this! Oh, and the bugthat is incredibly bad! How do you miss that one? Warren _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- John David Sundberg 235 East 6th Street, Suite 400B St. Paul, MN 55101 (651) 556-0930-work (651) 247-6766-cell (651) 695-8577-fax john.sundb...@kineticdata.com _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Diary Field Issue - Attention - Remedy Product Defect
Meenakshinathan, If you decide to switch from using Diary fields to a work log form, here is a free utility that will create the work log form entries by copying your existing Diary fields. http://arswiki.org/projects/dotnetutil It's named ARS_CreateDiaryForm. HTH -- Stephen Remedy Skilled Professional -Original Message- From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Matt Reinfeldt Sent: Tuesday, September 01, 2009 12:19 PM To: arslist@ARSLIST.ORG Subject: Re: Diary Field Issue - Attention - Remedy Product Defect. Meenakshinathan, As a different approach, don't use a diary field for those comments... store each user's feedback/comments as a separate entry in a work log form. Relate each entry back using the Instance ID of the ticket. You can display them easily enough in a table field, and/or report off of them as needed. Just a thought. Matt R. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Attention BMC/Remedy Partners and Resellers :: Remedy-Themed Internet Domains for Sale or Lease
This reminds me of a post from April 9 with the subject of 'ADV: Remedy Domains'. :) Stephen Remedy Skilled Professional On Tue, Jun 23, 2009 at 10:07 AM, Bing b...@itm3.com wrote: ** Over the past few years ITM3 California has quietly amassed a collection of Remedy-themed internet domains. But since our business is growing in decidedly non-Remedy areas, we've decided to sell or lease most these domains. Some of the more interesting .com domain names include: * RemedyAdministrator.com* * RemedyAdviser.com* * RemedyAdvisor.com* * RemedyConsulting.com* * RemedyDeveloper.com* * RemedyInsider.com* * RemedyIntegrator.com* * RemedyPartner.com* * RemedyPros.com* Current asking price is $500 lease per year per domain of your choice, or $2,500 for purchase. The entire bundle is currently priced at $2,000 lease per year, or $9,000 for purchase. (Considering the additional revenue/margin you could produce using these domain names using a clever marketing plan, your return on investment should be in weeks, not years.) At one time we also planned to create a national Remedy User Group registry and quietly acquired the following premium .org domains: * RemedyUserGroup.org* * RemedyUsersGroup.org* Current asking price is $4,000 lease per year for both domains, or $19,000 for purchase. (Imagine the marketing power and prestige of being able to create a national register of local user groups! Rarely does such an opportunity fall in your lap.) -- Bing Bradford Bingel (Bing) b...@itm3.com (email) 925-260-6394 (mobile) *p.s. Apologies in advance to anyone offended by this blatantly capitalistic message. And if you're really offended, call and I'll describe the discounts and complimentary services we provide to non-profit organizations, and the charitable donations we give to non-profits and higher education each year.* _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
A Fix For ARDBC LDAP Authentication Error
In case this saves someone time troubleshooting... ARS 6.3 Windows 2003 A couple weeks ago the server that our ARS server used for LDAP queries was shut down for good. I was not informed, and learned of it when LDAP errors began popping up in our ARS application. Changing the server to another in the ARDBC LDAP Configuration screen should have taken care of the situation. It didn't. I even bounced the server. The network account used is a service account dedicated to Remedy for accessing network resources. To get it working I entered my network credentials. Today I did some troubleshooting and found that I had to tickle the network service account to fix whatever the issue was with that account in Active Directory. The solution: Add a group permission to the network service account, save it, then remove the group permssion. This forced Active Directory to re-write the properties for the user object. It's running fine now. -- Stephen Remedy Skilled Professional ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: BMC KB site - now 100% less useful than before!
There is a utility on http://arswiki.org/projects/dotnetutil called ARS_KBImport. It is used to download and import KB articles into a Remedy form. From there you can perform regular Remedy searches. Since BMC changed their URL format (ie. http://rkm.bmc.com/rkm/viewdoc.jsp?doc=KM-01001282) the utility will need to be updated to accommodate.If anyone wants to update it, it's open source and written in .Net. HTH -- Stephen Remedy Skilled Professional On Thu, Jun 4, 2009 at 11:00 AM, Tami Palacky tpala...@gmail.com wrote: i have never had success with KB searches on the BMC website and that is why i rarely use it. On Jun 4, 8:53 am, Rodriguez, Rafael J x23718 rafael.rodrig...@broadridge.com wrote: THIS IS SO TRUE! I hardly search KB on BMC site anymore as it never gives you a direct result. -Rafael From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire Sent: Wednesday, June 03, 2009 4:01 PM To: arsl...@arslist.org Subject: Re: BMC KB site - now 100% less useful than before! I so agree! I did a search on ARERR and it returned 3 articles! It is a loose situation! They may lose too!! I searched archives of the list and found a conversation regarding my problem from 2006 that was more helpful. It didn't answer the problem, but it at least pointed me in the right direction. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, June 03, 2009 2:11 PM To: arsl...@arslist.org Subject: Re: BMC KB site - now 100% less useful than before! ** All this is to the detriment of BMC support itself, because the KB isn't working now (and before this problem, it was not very good anyway), so we'll have to keep submitting more tickets to BMC support for things that we should be able to find in the KB in the first place. This in turn may raise support fees, or at least eats into RD dollars. It's a loose-loose situation for everybody -Guillaume -Original Message- From: Action Request System discussion list(ARSList) on behalf of Rick Cook Sent: Wed 06/03/09 2:12 PM To: arsl...@arslist.org Subject: BMC KB site - now 100% less useful than before! I can't even search for something like license and get even ONE result, despite leaving the search criteria wide open. I need some information that I know is (was?) probably out there, but I can't get to it since they upgraded the site recently. Does anyone have any idea who to contact about this? There is no Contact the webmaster or some such on the page, either. Rick ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ This message and any attachments are intended only for the use of the addressee and may contain information that is privileged and confidential. If the reader of the message is not the intended recipient or an authorized representative of the intended recipient, you are hereby notified that any dissemination of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by e-mail and delete the message and any attachments from your system. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@verizon.netARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.netsponsor%3armisoluti...@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
Re: Capture ComputerName and UserName (U)
Another method is to use a free utility named WksInfo I created a while back. It returns this and other information such as path to Office applications with just one $PROCESS$ call. After you retrieve the information ALs would then parse each setting you need. It's open source so you can modify it to return additional information. http://arswiki.org/projects/dotnetutil HTH Stephen Remedy Skilled Professional On Fri, Mar 20, 2009 at 11:14 AM, Wallace, Kelvin wall...@doacs.state.fl.us wrote: Try this: $PROCESS$ cmd /c set USERNAME $PROCESS$ cmd /c set COMPUTERNAME Other stuff: $PROCESS$ cmd /c set USERPROFILE $PROCESS$ cmd /c set windir $PROCESS$ cmd /c set OS $PROCESS$ cmd /c set USERDOMAIN $PROCESS$ cmd /c set LOGONSERVER If anyone knows an easy way to capture the IP address, please let me know. HTH, Kelvin -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Hennigan, Sandra H CTR OSD-CIO Sent: Thursday, March 19, 2009 2:23 PM To: arslist@ARSLIST.ORG Subject: Re: Capture ComputerName and UserName (U) UNCLASSIFIED The AL captures the computer name but not the Windows' user name. Sandra Hennigan Remedy Developer From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Feliciano, Ferdinand, A (Rocky) Sent: Thursday, March 19, 2009 10:46 AM To: arslist@ARSLIST.ORG Subject: Re: Capture ComputerName and UserName ** Do an Active Link instead of Filters. Filters run on the server side. That's why you're getting the server's information. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Scott Illari Sent: Thursday, March 19, 2009 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Capture ComputerName and UserName ** Jason, You won't be able to gather the user's computer information thru a filter since they run on the server. You will need to run your $PROCESS$ command in an active link without using @@. Since you are attempting to do this in a filter, I am assuming timing does not matter so you can capture it on window open, window loaded, display, submit, modify..in the active link. Hope this helps. Scott Illari 908-601-8948 http://www.linkedin.com/in/scottillari http://www.linkedin.com/in/scottillari From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Tricky Sent: Thursday, March 19, 2009 10:27 AM To: arslist@ARSLIST.ORG Subject: Capture ComputerName and UserName ** I'm trying to capture the computername and windows username using a filter. I tried using Set Fields = $PROCESS$ %COMSPEC% /c echo %COMPUTERNAME% but I get and error -- ARERR [341] Cannot run the requested process Tried using $PROCESS$ c:\windows\system32\cmd.exe /c hostname and I get the Remedy Server information instead of the clients. Thanks, Jason __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
SharePoint Chart in Remedy
Has anyone created a chart like the one displayed in SharePoint that can be viewed from within the Remedy User Tool? (see attached) I want to be able to graphically display various projects with durations. We currently use ARS 6.3, but will upgrade to 7.5 within the next 4-8 weeks. Thanks. Stephen ARS 6.3 Windows Server 2003 SQL Server 2000 User Tool 7.1 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are attachment: SharePointChart.jpg
