Remedy Support per Call/Incident?

[Stephen Heider]

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

[Stephen Heider]

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

[Stephen Heider]

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: Diary Field Issue - Attention - Remedy Product Defect.

[Stephen Heider]

On Tue, Sep 1, 2009 at 5:21 PM, John Sundberg  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 ] *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: Attention BMC/Remedy Partners and Resellers :: Remedy-Themed Internet Domains for Sale or Lease

[Stephen Heider]

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  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

[Stephen Heider]

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!

[Stephen Heider]

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  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"
>  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 R&D 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.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.netARSlist:
> >  "Where the Answers Are"- Hide quoted text -
> >
> > - Show quoted text -
>
>
> ___
> 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"

Re: Capture ComputerName and UserName (U)

[Stephen Heider]

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  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
> 
>
>
>
>
>
>
>
> 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

[Stephen Heider]

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"
<>