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Re: Error while saving Active Link

[T. Dee]

That has happened to me before.  If you change a letter from Upper
Case to Lower Case or vice versa and hit save it says it already
exists.  So change the name completely by adding some characters at
the end, then save, no take out the characters at the end and you will
be fine.

Ty


On Mon, Sep 15, 2008 at 1:20 PM, Mayfield, Andy L.
[EMAIL PROTECTED] wrote:
 **

 I can't say that I've ever had that problem.  Make sure that you're
 selecting Save and not Save As. That's the only thing I can think of.



 Andy L. Mayfield
 Sr. System Operation Specialist
 Alabama Power Company
 Office: 205-226-1805
 Cell: 205-288-9140
 SoLinc: 10*19140

 

 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of kiran kodali
 Sent: Monday, September 15, 2008 11:03 AM
 To: arslist@ARSLIST.ORG
 Subject: Error while saving Active Link



 **

 Hi All,



 I am getting this error msg, when i save the below AL
 Duplicate active link name : NDU:HPD:COI:IMOsConsole_100_OpenView (ARERR
 345).

 There is no existing AL with the same name. Please let me know your ideas
 on, why this error is occuring.

 Thanks
 --
 Kiran Kodali
 Ph: 940-231-8524

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Re: Adding Status Reason Choices in ITSM7

[T. Dee]

In Incident there is a Hidden Field Status Reason with the Status
Reasons hard coded.  So you will have to add them here as well.

Ty


On Tue, Sep 9, 2008 at 2:15 PM, rdalton [EMAIL PROTECTED] wrote:
 env: Unix Solaris / Oracle / ARS 7.01 / ITSM 7.01

 Hi everyone -

 I'm a newbie to ITSM so hopefully this doesn't sound like a silly question.

 I'm wanting to add some new menu choices for the status reason field and
 didn't know if it is just creating new records in the SYS: Status Reason
 menu items form or what.

 Also - if it is just creating a new record in the status reason menu items
 form are there any gotchas to look out for such as menu order; selection
 code; SLM Hold Conditions, etc

 Thanks,

 Robert Dalton
 --
 View this message in context: 
 http://www.nabble.com/Adding-Status-Reason-Choices-in-ITSM7-tp19398102p19398102.html
 Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Question: ARS 7.x - Table Colours

[T. Dee]

I know that I can set result colours on a table.

However, has anyone set colours based on the Group - i.e. 3rd
Level = red colour, help desk = green colour.

Thanks

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Question: Table Name ?

[T. Dee]

Is there a way to find what the SQL table ID is for a Form - i.e. T234 ?

Thanks!

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Re: Question: Table Name ?

[T. Dee]

Thanks!

On Fri, Aug 29, 2008 at 11:28 AM, Drew Shuller [EMAIL PROTECTED] wrote:
 Query the arschema table using LIKE. Or query the sql view for that table
 and look at the sql for the view.

 Drew

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Re: Question: Table Name ?

[T. Dee]

Thanks everyone!!

HAPPY FRIDAY!

On Fri, Aug 29, 2008 at 11:41 AM, Nall, Roger [EMAIL PROTECTED] wrote:
 Just remember you can build view forms to any of the ARSYSTEM tables.
 Just make sure you are very careful. As I said there is a lot of
 information in the ARSCHEMA table like Next Request ID for each table.
 If you make a change in that field guess what happens. We have been
 using this for years. Lenny Warren suggested it many moons ago.

 HTH,

 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile, USA
 Desk:972-464-3712 NEW
 Cell: 973-652-6723
 FAX:
 sf49fanv AIM IM
 RogerNall Yahoo IM

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller
 Sent: Friday, August 29, 2008 10:37 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: Table Name ?

 I like the View Form idea, a lot!

 
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Re: Question: Table / Font

[T. Dee]

Unfortunately I'm using the User Tool.

On Tue, Aug 26, 2008 at 4:08 PM, Grooms, Frederick W
[EMAIL PROTECTED] wrote:
 I haven't tried it but,  Couldn't you tell each column to be HTML
 Read-Only and set the Font tag in it?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, August 26, 2008 12:20 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: Table / Font

 I figured as much - never hurts to ask.

 Thanks!

 Ty


 On Tue, Aug 26, 2008 at 1:14 PM, Reiser, John J [EMAIL PROTECTED]
 wrote:
 T.
 The Table fields are controlled by the size of the font for the Edit
 field type.
 Changing it would make all of your editable fields larger but the
 filed box stays the same size so if you go too large your data get
 trimmed across the bottom.

 HTH,
 John J. Reiser
 Senior Software Development Analyst
 Remedy Administrator/Developer
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. -
 paraphrased by me


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, August 26, 2008 1:09 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: Table / Font

 Thanks!

 I'm sorry, I should have specified the User Tool.  Can the font be
 made larger just for the contents of the table?

 Thanks again.


 On Tue, Aug 26, 2008 at 1:02 PM, Frank Caruso [EMAIL PROTECTED]
 wrote:
 **
 For the MidTier you might try playing with the CSS files. You may be
 able to add (or modify) the style sheet so that table fonts are
 bigger.

 I believe there has been a recent posting on this topic.

 On Tue, Aug 26, 2008 at 12:51 PM, T. Dee [EMAIL PROTECTED] wrote:

 To the best of my knowledge you can not change the font size of rows

 in a table.  Some of the users saying the font is too small and
 makes

 it hard to see.

 Any suggestions?

 Thanks!




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Re: Adding Clear to a Menu

[T. Dee]

What we did is in the Menu we added Field 1 to Label fields, but we
set Value Field to Field 2.  The Form that contained our Data we had
data as follows:

Field 1:   Blue
Field 2:   Blue

Field 1:   Orange
Field 2:   Orange

Field 1:   Green
Field 2:   Green

Field 1:   (Clear)
Field 2:

So when the user clicked on the pull down they would see:

Blue
Orange
Green
(Clear)

And because my Menu was set to use the Value FIeld of Field 2 - if
they selected (Clear) they got a blank set.  If they choose any
other colour they got the colour they selected.

Clear as mud?

Hope this helps - let me know if you need more details.



On Tue, Aug 26, 2008 at 9:50 AM, Timothy Rondeau
[EMAIL PROTECTED] wrote:
 **

 Hi All,



 How to I have a clear option on a Menu?   I know I can add a menu item clear
 and have workflow, but I have a menu that pulls fields from another form and
 I do not have the clear option.



 This is 7.0.1 patch 2



 Thanks



 Tim

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Question: Table / Font

[T. Dee]

To the best of my knowledge you can not change the font size of rows
in a table.  Some of the users saying the font is too small and makes
it hard to see.

Any suggestions?

Thanks!

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Re: Question: Table / Font

[T. Dee]

Thanks!

I'm sorry, I should have specified the User Tool.  Can the font be
made larger just for the contents of the table?

Thanks again.





On Tue, Aug 26, 2008 at 1:02 PM, Frank Caruso [EMAIL PROTECTED] wrote:
 **
 For the MidTier you might try playing with the CSS files. You may be able to
 add (or modify) the style sheet so that table fonts are bigger.

 I believe there has been a recent posting on this topic.

 On Tue, Aug 26, 2008 at 12:51 PM, T. Dee [EMAIL PROTECTED] wrote:

 To the best of my knowledge you can not change the font size of rows
 in a table.  Some of the users saying the font is too small and makes
 it hard to see.

 Any suggestions?

 Thanks!


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Re: Question: Table / Font

[T. Dee]

I figured as much - never hurts to ask.

Thanks!

Ty


On Tue, Aug 26, 2008 at 1:14 PM, Reiser, John J [EMAIL PROTECTED] wrote:
 T.
 The Table fields are controlled by the size of the font for the Edit
 field type.
 Changing it would make all of your editable fields larger but the filed
 box stays the same size so if you go too large your data get trimmed
 across the bottom.

 HTH,
 John J. Reiser
 Senior Software Development Analyst
 Remedy Administrator/Developer
 Lockheed Martin - MS2
 The star that burns twice as bright burns half as long.
 Pay close attention and be illuminated by its brilliance. - paraphrased
 by me


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, August 26, 2008 1:09 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: Table / Font

 Thanks!

 I'm sorry, I should have specified the User Tool.  Can the font be
 made larger just for the contents of the table?

 Thanks again.





 On Tue, Aug 26, 2008 at 1:02 PM, Frank Caruso [EMAIL PROTECTED]
 wrote:
 **
 For the MidTier you might try playing with the CSS files. You may be
 able to add (or modify) the style sheet so that table fonts are
 bigger.

 I believe there has been a recent posting on this topic.

 On Tue, Aug 26, 2008 at 12:51 PM, T. Dee [EMAIL PROTECTED] wrote:

 To the best of my knowledge you can not change the font size of rows
 in a table.  Some of the users saying the font is too small and makes

 it hard to see.

 Any suggestions?

 Thanks!


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Question: Remedy Support / SHR:ConsolidatedList / HPD:HelpDesk 6.0

[T. Dee]

Is it possible to add additional fields to SHR:ConsolidatedList so
they will appear in Remedy Support.

I want to add 'Assigned Time'.

Any help would be greatly appreciated.

Thanks!

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Re: Question: Remedy Support / SHR:ConsolidatedList / HPD:HelpDesk 6.0

[T. Dee]

Thanks Matt.


On Tue, Aug 26, 2008 at 1:49 PM, Matt Worsdell [EMAIL PROTECTED] wrote:
 Yes, but you'll need to modify the related filters, one for submit and one
 for modify to populate the field.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: 26 August 2008 18:39
 To: arslist@ARSLIST.ORG
 Subject: Question: Remedy Support / SHR:ConsolidatedList / HPD:HelpDesk 6.0

 Is it possible to add additional fields to SHR:ConsolidatedList so
 they will appear in Remedy Support.

 I want to add 'Assigned Time'.

 Any help would be greatly appreciated.

 Thanks!

 
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Re: Sync Search Database crashes Admin Tool and then Freezes

[T. Dee]

We had this issue and Remedy issue a hotfix DLL file.



On Mon, Aug 25, 2008 at 3:10 PM, Opela, Gary L CTR USAF AFMC 72
CS/SCBAH [EMAIL PROTECTED] wrote:
 Sorry for the no subject, my original email had a subject, but it was
 sent incorrectly and errored.

 Thanks Roger, that gets the sync to stop. There was a trick out there
 that some people used that would fix the issue where it would crash the
 admin tools. I believe it involved deleting some forms. Does anyone
 remember the issue, because I'm still crashing my admin tool every time
 I try to sync.

 Thanks,

 Gary


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger
 Sent: Monday, August 25, 2008 2:06 PM
 To: arslist@ARSLIST.ORG
 Subject:

 **

 Gary,



 Go to  the object_search_admin form and set the Run/Not Run to 0.



 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile, USA
 Desk:972-464-3712 NEW

 Cell: 973-652-6723
 FAX:
 sf49fanv AIM IM
 RogerNall Yahoo IM

 

 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72
 CS/SCBAH
 Sent: Monday, August 25, 2008 2:02 PM
 To: arslist@ARSLIST.ORG
 Subject:



 Hi all, I know that I've seen it on here before, but due to changing
 jobs, I do not have my vast archive of emails through which I could
 search.







 Whenever you sync your search dataset, and it causes your admin tool to
 crash, then you open your admin tool, it still says it's searching, and
 never finishes, what is it you do in order to rectify the situation and
 get a new search database synced?







 I have seen it done before, but forgot how.







 Thanks



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Question: Help Desk 6.0 - Solutions

[T. Dee]

Does anyone use the List Possible Soltuions button on the Solutions
tab in HPD:Help Desk 6.0?

I click on this button and get a search dialog window that searches
HPD:Solutions.  The problem is it is not find any matches, despite the
fact that there are records in HPD:Solutions.

Has anyone encountered this before?

Thanks!

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Question: Change 6.0 - Task Sequence

[T. Dee]

Does anyone else use Change 6.0?  If so does your system let someone
close a Task that has a sequence of lets say 3 when 0, 1, and 2 are
still open?

I thought you couldn't job to another Task and close it if previous
ones were open?

THANKS!

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Re: Question: Change 6.0 - Task Sequence

[T. Dee]

Error is set as the enforcement.

Ty

On Thu, Aug 14, 2008 at 10:30 AM, Tanner, Doug
[EMAIL PROTECTED] wrote:
 It also depends on how the Application is set to enforce dependencies
 None, Warning, Error

 Doug


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Thursday, August 14, 2008 9:26 AM
 To: arslist@ARSLIST.ORG
 Subject: Question: Change 6.0 - Task Sequence

 Does anyone else use Change 6.0?  If so does your system let someone
 close a Task that has a sequence of lets say 3 when 0, 1, and 2 are
 still open?

 I thought you couldn't job to another Task and close it if previous
 ones were open?

 THANKS!

 
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Re: Urgent-Regular form Save action not able to retrieve current record

[T. Dee]

Is this ITSM 7 or a custom application?


On Fri, Aug 8, 2008 at 8:04 AM, Jomonm [EMAIL PROTECTED] wrote:
 I am doing a save on a regular form using the save button. I wanted to keep
 the current record after the save, but the form returns with blank values in
 the fields. Kindly help.
 --
 View this message in context: 
 http://www.nabble.com/Urgent-Regular-form-Save-action-not-able-to-retrieve-current-record-tp18890670p18890670.html
 Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Modify All Operation Disabled on Change Form on ITSM 7.02

[T. Dee]

The gotchas would depend on what you modify with modify all.  All of
hidden fields are set depending on what you do.

I would change one record in the normal way without Modify All and
turn on logging and see what is being set.



On Fri, Aug 8, 2008 at 12:09 PM, Lammey, Peter A.
[EMAIL PROTECTED] wrote:
 **
 Ive had some of our users complain that they would like to close a mass
 number of their Change Requests all at once with set Scheduled dates and
 with set Actual End dates.

 Many groups deal with low to no impact changes that only deal with a request
 for deploying a desktop/laptop to a user or some particular users or
 deploying some other hardware or software to user(s).
 At times our users complete the requests in the field and perform the
 services and then want to then go back in Remedy and close out the changes.

 I discovered that for some reason the Modify All operation was disabled on
 the CHG:Infrastructure Change form.
 Its an enabled feature on other forms such as HPD:Help Desk but for some
 reason it was disabled on this form.

 I know I can easily re-enable this option but I was wondering if anyone else
 has done so and if anyone know of any gotchas if you do this? (do the
 Approval process steps start to mess up?  Is there other data that is not
 set properly in the Change tickets that are mass updated via Modify All?)

 AR System 7.01 patch 008
 Approval Server 7.01
 Change Management 7.02 patch 005

 Thanks
 Peter Lammey
 ESPN MIT Technical Services  Applications Management
 860-766-4761


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Re: What filter creates the URL that is attached to the notifications (on ITSM 7)

[T. Dee]

I believe this is the filter you are looking for:

NTE:NTS:Email_200_SystemNT

We removed the URL and the Shortcut from the Filter for the Notifications.

Ty


On Wed, Aug 6, 2008 at 6:21 PM, Howard Richter [EMAIL PROTECTED] wrote:
 **
 All,

 I need to turn off the Filter that creates the URL that is placed on the out
 going notifications e-mails.

 I spent the past couple of hours (with no luck) looking at logs trying to
 fix that.

 Any ideas?
 --
 Howard Richter
 Red Hat Certified Technician
 CompTIA Linux+ Certified
 ITIL Foundation Certified
 E-Mail = [EMAIL PROTECTED]
 LinkedIn Profile = http://www.linkedin.com/in/hbr4270
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Re: Suggestions wanted....

[T. Dee]

I sent it Joe to your Yahoo account.

Ty


On Wed, Aug 6, 2008 at 3:20 PM, Joe DeSouza [EMAIL PROTECTED] wrote:
 **
 Could you throw a copy my way? I would try logging in but I think I may have
 forgotten my username and password on the dev network as its been a while
 I've been there..

 Joe

 - Original Message 
 From: T. Dee [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Wednesday, August 6, 2008 2:05:57 PM
 Subject: Re: Suggestions wanted

 I got it from Sean - if you want I can send it to you - just email me.

 Ty


 On Wed, Aug 6, 2008 at 1:27 PM, Richard Copits
 [EMAIL PROTECTED] wrote:
 I went on the Developer network site but didn't see any program that
 looked like the log analyzer. Any idea where else it might be or anyone
 who would be comfortable sending a copy via email to my alternate
 email address (the spam filter here kills most attachments...). Thanks.

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Re: Age old question: ITSM 7 report list? Attention: David Easter

[T. Dee]

Unfortunately no - according to BMC there is a RFE in on this.  Many
individuals have requested this and still nothing.

What I don't understand is all of these reports are out of the box
and no one at BMC knows what each report does or when it fires, etc. -
yet they made these reports.

Just my humble opinion.



On Thu, Aug 7, 2008 at 8:53 AM, Rabi Tripathi [EMAIL PROTECTED] wrote:
 Hi folks,
 This has been asked many times before, but here it
 goes again.

 Is there a list of the out-of-the-box reports in ITSM
 7? A simple list with short description would be nice.
 Longer descriptions and/or a screen shot of each would
 have me (and my customer) jump up and down with pure
 joy.

 Anybody ever got one from BMC or built their own?

 The best I can think of is a report on Reports form.
 This one is not having the desired effect on the
 customer and the customer refuses to emote anything
 close to joy, much less jump up and down with me.

 David: You'd be a hero to the masses if you could get
 us something usable.

 Regards.




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Question: Change 6.0

[T. Dee]

In Change 6.0 there is a field called 'zTmpReqNotAddress' - there is
alot of workflow that uses this to Notify the users.  But I can't find
when / how or where this field gets set.

Any ideas?

Thanks!

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Re: Suggestions wanted....

[T. Dee]

I got it from Sean - if you want I can send it to you - just email me.

Ty


On Wed, Aug 6, 2008 at 1:27 PM, Richard Copits
[EMAIL PROTECTED] wrote:
 I went on the Developer network site but didn't see any program that
 looked like the log analyzer. Any idea where else it might be or anyone
 who would be comfortable sending a copy via email to my alternate
 email address (the spam filter here kills most attachments...). Thanks.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Matt Reinfeldt
 Sent: Tuesday, August 05, 2008 12:59 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Suggestions wanted

 Sean,

 I use that tool all the time.  I believe it is still available for
 download
 if you're logged in to the Developer's Network site.

 Enjoy!

 Matt R.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Garrison, Sean (Norcross)
 Sent: Tuesday, August 05, 2008 11:28 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Suggestions wanted

 Although this won't solve all of your requirements ... there used to be
 a
 tool called AR System Log Analyzer (arwklga.exe) that a BMC rep gave
 me.
 I don't know where to get it anymore (maybe someone on the list knows?).
 I
 think BMC wrote it.


 It compiled all of your SQL, API, Arerror, ARFilter logs into one and
 then
 analyzed the performance for you.  It even could put it into a html file
 for
 you to be able to read it.

 I don't think it would combine things like your assignment engine logs,
 CMDB
 Logs etc. though.  It might 

 It doesn't do it real-time though.  You have to generate the logs, run a
 command that compiles them all into one giant file and then run the
 analyzer.  It is a major chore but the results can be sometimes worth
 it.

 Sean



 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Kurniadi
 Sent: Tuesday, August 05, 2008 12:04 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Suggestions wanted

 I use Notepad++ to read any ARS log, it's free and you can create user
 define syntax highlighting there.

 For example, It's much easier to focus debugging a filter log by
 assigning line containing these string:
 -- Failed qualification with red color,
 Passed -- perform actions with green color, and
 Checking with blue color.

 --
 Kur Niadi


 On Sat, Aug 2, 2008 at 1:14 AM, Richard Copits
 [EMAIL PROTECTED] wrote:
 **

 I'm trying to find a couple of utility programs to run and hoping that
 someone

 may have some suggestions on where to find them:



 1.   A program that will make it easier to read the contents of
 any

 of the many log files that are available under a full 7.x ITIL

 system.

 
 
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Re: Salary in Bay Area

[T. Dee]

We need a union rep in Canada as well :-)

Ty


On Wed, Aug 6, 2008 at 1:34 PM, David.M Clark [EMAIL PROTECTED] wrote:
 I feel that I should appoint that position...

 David M Clark
 Remedy Programmer/Analyst


 Howard Richter [EMAIL PROTECTED] 8/6/2008 12:32 PM 
 So we have a pres, who will be the Treasurer.

 On 8/6/08, Tim Widowfield [EMAIL PROTECTED] wrote:

 ** Cool.  Then when the Pinkertons come to bust us up, you can fend
 them
 off while we run away!

 --Tim



 - Original Message 
 From: David.M Clark [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Wednesday, August 6, 2008 12:06:36 PM
 Subject: Re: [ARSLIST] Salary in Bay Area

 I've had my nose broken a few times... can I be a union boss?

 David M Clark
 Remedy Programmer/Analyst


  Howard Richter [EMAIL PROTECTED] 8/6/2008 11:02 AM 
 Susan,

 The first item we need to address is how much we want to charge for
 dues.

 hbr

 On 8/6/08, Susan Palmer [EMAIL PROTECTED] wrote:
 
  ** I like that ... an activist in the group !!!
 
  Susan
 
 
  On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter
 [EMAIL PROTECTED]
 wrote:
 
  ** Maybe we need to form a union to keep our rates up to what
 they
 should
  be.
 
  hbr
 
 
   On 8/6/08, Tortolero, Joseph [EMAIL PROTECTED] wrote:
 
  **
 
  Shawn, Right ON!
 
  Remedy peeps…good Remedy peeps should NOT devalue themselves…if
 you
 are
  willing to take 50-60 an hour you are screwing everyone by
 giving
 away your
  HARD earned money and devaluing our profession. The bar should
 be
 set at 100
  minimum an hour. And Shawn is COMPLETELY correct about that 15%,
 in
 fact I
  go 12% tops.  Anything more then that and you are getting
 robbed.
 It's not
  like we don't get 10-15 calls a week with job offers…we are
 needed
 and will
  be needed...set the standard, maintain the standard.
 
 
 
 
 
  Thank you,
 
  -j
 
 
 
  *Joe Tortolero*
 
  *Remedy Consultant*
 
  *Desk - 561-682-2780*
 
  *Cell  - 561-665-1363*
 
  [EMAIL PROTECTED] [EMAIL PROTECTED]
 
 
 
  **
 
 
 
 
   --
 
  *From:* Action Request System discussion list(ARSList) [mailto:
  [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
  *Sent:* Tuesday, August 05, 2008 5:11 PM
  *To:* arslist@ARSLIST.ORG
  *Subject:* Re: Salary in Bay Area
 
 
 
  That's strange but it makes sense that the bay area would pay
 less
 than
  the rest of the country due to an overabundance of Remedy
 people.
 You can
  probably get six figures as a Remedy developer with more than
 ten
 years just
  about anywhere in the U.S. if you are working on ITSM, although
 no
 person
  with that much experience should even be supporting a home grown
 system for
  less than $80k/year anywhere.  You can get that much at a job in
 Oklahoma or
  Ohio, which have much lower costs of living than the bay area.
 It's all
  about supply and demand though, so if you want to be paid well
 you
 have to
  live somewhere that has very few Remedy people available, and a
 lot
 of
  companies making decent money so they can pay a decent salary
 too.
 
 
 
  As far as consulting, with 10 years of experience I would
 suggest
 looking
  at a minimum of $125/hour.  I know BMC charges twice that for
 their
 senior
  people, and a lot of the major Remedy consulting firms charge
 similar
  rates.  Any consulting firm that keeps more than 15% or $15/hour
 from your
  rate (depending on whether you are making more or less than
 $100/hr)  is
  keeping too much.  When I first did consulting I was ripped off
 a
 few times
  because I went through too many layers, where you hav
 e a small
 consulting
  firm taking 15%, who has a deal with a larger consulting firm
 taking 15%,
  who then deals directly with the client.  In fact, I remember
 working with a
  guy who was being paid less than $40/hour while the client was
 paying
  $150/hour only because he had three or four consulting firms in
 the
 middle
  who each took their cut.  When consulting, always ask who the
 direct client
  is, and if they refuse to tell you or if they tell you the name
 of
 another
  consulting company, don't let them submit your information to
 the
 client.
 
 
 
  Shawn Pierson
 
 
  __Platinum Sponsor: www.rmsportal.com ARSlist: Where the
 Answers
 Are
  html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where
 the
  Answers Are html___
 
 
 
 
 
  --
  Howard Richter
  Re
 d Hat Certified Technician
  CompTIA Linux+ Certified
  ITIL Foundation Certified
  E-Mail = [EMAIL PROTECTED]
  LinkedIn http://www.linkedin.com/ Profile =
 http://www.linkedin.com/in/hbr4270 __Platinum
 Sponsor:
  www.rmsportal.com ARSlist: Where the Answers Are html___
 
 
 
  __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
 Are
  html___
 



 --
 Howard Richter
 Red Hat Certified Technician
 CompTIA Linux+ Certified
 ITIL Foundation Certified
 E-Mail = [EMAIL PROTECTED]
 LinkedIn Profile = http://www.linkedin.com/in/hbr4270



 

Re: Salary in Bay Area

[T. Dee]

Now you sound like the government - LOL!



On Wed, Aug 6, 2008 at 1:38 PM, Gary Opela (Corporate)
[EMAIL PROTECTED] wrote:
 I'll be the treasurer, president, and CFO. Just pay the dues directly to me, 
 and I'll take care of them. I'll also audit myself to make sure I'm not 
 mis-using them.

 Thanks,



 Gary Opela, Jr., RSP

 Remedy Engineer

 Leader Communications, Inc.

 http://www.5pointleader.com

 http://www.lcibest.com

 Best Product, Best People, Best PriceTM

 An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
 PROTECTED] On Behalf Of David.M Clark
 Sent: Wednesday, August 06, 2008 12:34 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Salary in Bay Area

 I feel that I should appoint that position...

 David M Clark
 Remedy Programmer/Analyst


 Howard Richter [EMAIL PROTECTED] 8/6/2008 12:32 PM 
 So we have a pres, who will be the Treasurer.

 On 8/6/08, Tim Widowfield [EMAIL PROTECTED] wrote:

 ** Cool.  Then when the Pinkertons come to bust us up, you can fend
 them
 off while we run away!

 --Tim



 - Original Message 
 From: David.M Clark [EMAIL PROTECTED]
 To: arslist@ARSLIST.ORG
 Sent: Wednesday, August 6, 2008 12:06:36 PM
 Subject: Re: [ARSLIST] Salary in Bay Area

 I've had my nose broken a few times... can I be a union boss?

 David M Clark
 Remedy Programmer/Analyst


  Howard Richter [EMAIL PROTECTED] 8/6/2008 11:02 AM 
 Susan,

 The first item we need to address is how much we want to charge for
 dues.

 hbr

 On 8/6/08, Susan Palmer [EMAIL PROTECTED] wrote:
 
  ** I like that ... an activist in the group !!!
 
  Susan
 
 
  On Wed, Aug 6, 2008 at 10:02 AM, Howard Richter
 [EMAIL PROTECTED]
 wrote:
 
  ** Maybe we need to form a union to keep our rates up to what
 they
 should
  be.
 
  hbr
 
 
   On 8/6/08, Tortolero, Joseph [EMAIL PROTECTED] wrote:
 
  **
 
  Shawn, Right ON!
 
  Remedy peeps...good Remedy peeps should NOT devalue themselves...if
 you
 are
  willing to take 50-60 an hour you are screwing everyone by
 giving
 away your
  HARD earned money and devaluing our profession. The bar should
 be
 set at 100
  minimum an hour. And Shawn is COMPLETELY correct about that 15%,
 in
 fact I
  go 12% tops.  Anything more then that and you are getting
 robbed.
 It's not
  like we don't get 10-15 calls a week with job offers...we are
 needed
 and will
  be needed...set the standard, maintain the standard.
 
 
 
 
 
  Thank you,
 
  -j
 
 
 
  *Joe Tortolero*
 
  *Remedy Consultant*
 
  *Desk - 561-682-2780*
 
  *Cell  - 561-665-1363*
 
  [EMAIL PROTECTED] [EMAIL PROTECTED]
 
 
 
  **
 
 
 
 
   --
 
  *From:* Action Request System discussion list(ARSList) [mailto:
  [EMAIL PROTECTED] *On Behalf Of *Pierson, Shawn
  *Sent:* Tuesday, August 05, 2008 5:11 PM
  *To:* arslist@ARSLIST.ORG
  *Subject:* Re: Salary in Bay Area
 
 
 
  That's strange but it makes sense that the bay area would pay
 less
 than
  the rest of the country due to an overabundance of Remedy
 people.
 You can
  probably get six figures as a Remedy developer with more than
 ten
 years just
  about anywhere in the U.S. if you are working on ITSM, although
 no
 person
  with that much experience should even be supporting a home grown
 system for
  less than $80k/year anywhere.  You can get that much at a job in
 Oklahoma or
  Ohio, which have much lower costs of living than the bay area.
 It's all
  about supply and demand though, so if you want to be paid well
 you
 have to
  live somewhere that has very few Remedy people available, and a
 lot
 of
  companies making decent money so they can pay a decent salary
 too.
 
 
 
  As far as consulting, with 10 years of experience I would
 suggest
 looking
  at a minimum of $125/hour.  I know BMC charges twice that for
 their
 senior
  people, and a lot of the major Remedy consulting firms charge
 similar
  rates.  Any consulting firm that keeps more than 15% or $15/hour
 from your
  rate (depending on whether you are making more or less than
 $100/hr)  is
  keeping too much.  When I first did consulting I was ripped off
 a
 few times
  because I went through too many layers, where you hav
 e a small
 consulting
  firm taking 15%, who has a deal with a larger consulting firm
 taking 15%,
  who then deals directly with the client.  In fact, I remember
 working with a
  guy who was being paid less than $40/hour while the client was
 paying
  $150/hour only because he had three or four consulting firms in
 the
 middle
  who each took their cut.  When consulting, always ask who the
 direct client
  is, and if they refuse to tell you or if they tell you the name
 of
 another
  consulting company, don't let them submit your information to
 the
 client.
 
 
 
  Shawn Pierson
 
 
  __Platinum Sponsor: www.rmsportal.com ARSlist: Where the
 Answers
 Are
  html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where
 the
  Answers Are html___
 
 
 

Re: Approval Mappings

[T. Dee]

When you create your Approval mappings you can specify an
Individual or a Group - with the group anyone in that group can
approve the Change.  As for Alternate approvers the individual that
you setup to Approve will need to setup an alternate approver in the
People Form.  Note only the user can do this and they must specify an
end date.

You may want to setup a Global Approver as well in case someone is off
sick or something.



On Sun, Aug 3, 2008 at 11:26 AM, Steven Iocco [EMAIL PROTECTED] wrote:
 **
 Hello ARS list.  I am creating approval mappings and need to obtain an
 approval for either Person A or Person B at implementation phase.  Is the
 best way to accomplish this via a support group whos members are not set to
 assignment availability=YES?  Also, 2nd part to the question...If I want to
 have an alternate approver for this scenario and I want it to be a group
 such as the service desk, how would this be accomplished?
 Thanks in advance.
 Steve
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Re: Alternate Approvers-Change Management

[T. Dee]

Steve - when you setup your approvers in approval mapping you choose
'group' from the pull down menu and then choose the group.

On Tue, Aug 5, 2008 at 8:45 AM, Steven Iocco [EMAIL PROTECTED] wrote:
 **
 I have a situation where I need a group to be an alternate approver to an
 individual.  The group is the service desk, is there any way to easily
 accomplish this without listing all of the SD members in the alternate
 approvers tab?  The group changes day to day.
 Thanks
 Steve
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Re: Job: Column Technologies is Seeking Contractor for a San Antonio, TX based project- 2 + months

[T. Dee]

Melissa - if Column is able to let me work remotely I would be
interested in applying.

On Tue, Aug 5, 2008 at 11:11 AM, Melissa Wish [EMAIL PROTECTED] wrote:
 **

 We are seeking a Senior Remedy Consultant to run ITSM 7 workshops and do
 implementation onsite.  If you're interested, please email your rate,
 availability and resume as a PDF or MS Word document to [EMAIL PROTECTED]
 TE is not included in the rate- you will bill us separately for that. The
 duration is 2 + months and it can start in mid – late August…early September
 if needed



 Thanks!

 Melissa Wish
 Corporate Recruiter
 Column Technologies, Inc.
 Home Office: 718-399-2136
 Cell/Evenings: 917-748-7104
 E-Fax: 646-349-3799
 Email: [EMAIL PROTECTED]
 www.columnit.com

 BMC Remedy Partner of the Year 2000 – 2004

 BMC Solution Partner of the Year 2004 - 2006

 BMC Fastest Growing Worldwide Partner – 2006

 Inc. 500 Fastest Growing Private Companies – 2006

 BMC 2007 Americas and Worldwide Top Solution Provider

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Re: Default printer

[T. Dee]

We had that problem as well - we had to modify the reports to 8 1/2 x
11 and it worked.

Not sure why Remedy would create reports with A4 as the default paper size.



On Fri, Aug 1, 2008 at 2:45 PM, LisaD [EMAIL PROTECTED] wrote:
 My current client is unable to print to their HP and Xerox printers
 successfully because it either cuts off the header, or it doesn't print at
 all because the paper format is not recognized.

 Some canned reports are sending an A4 paper request to the printer instead
 of letter size.  If the printer is configured to substitute letter for A4,
 the job prints but the formatting is not correct.  If the printer cannot
 substitute (doesn't have that capability or configuration), the job returns
 a Crystal Reports error and the job hangs in the printer queue.

 Any ideas?

 Thanks,
 LisaD

 -
 Lisa W
 [EMAIL PROTECTED]
 --
 View this message in context: 
 http://www.nabble.com/Default-printer-tp18780520p18780520.html
 Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: adding field to overview console and field type

[T. Dee]

Christine - did you get this working OK?



On Wed, Jul 30, 2008 at 1:15 PM, T. Dee [EMAIL PROTECTED] wrote:
 Deleting the field from OverviewConsole will not delete it from
 HPD:Help Desk.  The DB ID needs to be the same on OverviewConsole as
 it is on HPD:Help Desk.  COPY the field from HPD:Help Desk and paste
 it on OverviewConsole and save the form.  Enter the record with the
 correct DB ID on the SHR:ARDBCfields.



 On Wed, Jul 30, 2008 at 1:08 PM, Christine [EMAIL PROTECTED] wrote:
 Column permissions are Public. I think I messed up by making the
 fields on the 'overviewconsole' form as character fields when the
 original field Service Type on HPD:Help Desk is a drop down field. I
 can't change the DB ID and it sounds like if I delete the field I am
 deleting it from the HPD:Help Desk form as well. At least my mess-up
 is in the dev environment and can be resolved with a refresh.

 Thanks for your assistance.

 On Jul 30, 9:41 am, T. Dee [EMAIL PROTECTED] wrote:
 What are the permissions on the console for the column?

 On Wed, Jul 30, 2008 at 11:47 AM, Christine





 [EMAIL PROTECTED] wrote:
  Yes, I have added this to SHR:ARDBCfields.

  In SHR:ARDBCFields I have added the following:
  Field ID:   100099
  Form GUID: MAINHELPDESK
  Vendor Field ID:  100099

  thanks for the reminder though!

  On Jul 30, 8:09 am, T. Dee [EMAIL PROTECTED] wrote:
  Did you add a record to SHR:ARDBCFields ?  You need to create a record
  for each ticket type you want to track - TSK, CHG and INC.

  Ty

  On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
   I'm trying to get the HPD:Help Desk field Service Type (100099)
   values to be displayed on the Overview Console. I've been successful
   with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
   such as Assignee and Assignee group, but not with this one.

   Added field Service Type (100099) to the
   SHR:ARDBC_OverviewConsoleTemplate.

   Field is Read/Write
   Display Type is Edit
   Field Name is Service Type
   DB ID is set to 100099
   Permissions are Public - View and General Access - Change
   Allow Any Users to Submit is checked.

   Added same as above to SHR:ARDBC_OverviewConsole

   In SHR:ARDBCFields I have added the following:
   Field ID:   100099
   Form GUID: MAINHELPDESK
   Vendor Field ID:  100099

   In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
   I've added the Service Type field to the 'Field as Colunn' section.
   The properties of the column are:

   Display Type:   Read Only
   Not Hidden
   DB ID: 105602
   Name: Column 4
   Permissions: Public

   I stopped and restarted the BMC ARS service and there is no data
   displayed in the column.

   I see one thing that may cause this. On the HPD: Help Desk form this
   field is a drop-down field and I've made it a character field on the
   two 'OverviewConsole' forms. Would this cause my problem? If so, can I
   give a different (unused) DB ID to the field and then delete it from
   the form? Reading the Forms and Objects manual I think if I delete the
   field as it is now, I will delete it and all data from the HPD:Help
   Desk form as well. I cannot add this field as a drop-down field with
   the same DB ID as the character field.

   Thanks much,
   Christine

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Question: Query Microsoft Exchange Address Book

[T. Dee]

Has anyone built an email interface that would allow the help desk
to send out an email to the user(s)?  I know this is in ITSM 7, but
what about the ability to query the Global Address List so you could
send out email to a group of users?

Thanks!

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Re: Incident Management Console losing sort

[T. Dee]

Have you tried right clicking on the table and choosing reset - just a guess.



On Thu, Jul 31, 2008 at 9:37 AM, Gayford, Matthew C. [EMAIL PROTECTED] wrote:
 **

 The strange behavior is happening on both the user tool and the mid-tier.
 We're running ARS  ITSM 7.0.01 patch 003.



 Matt



 Matthew C. Gayford
 Technology Research  Development
 Information Technology Systems Division
 University of North Carolina Wilmington
 (910) 962-7177



 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Chowdhury, Tauf
 Sent: Thursday, July 31, 2008 9:22 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Incident Management Console losing sort



 **

 Matt,

 Can you provide more info? Is it happening on both the User tool and the
 mid-tier or just 1 of the 2? What version of AR System?



 Tauf Chowdhury | Forest Laboratories, Inc.

 Sr. Analyst

 Office: 631.858.7765



 

 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C.
 Sent: Thursday, July 31, 2008 8:52 AM
 To: arslist@ARSLIST.ORG
 Subject: Incident Management Console losing sort



 Hi List,



 I noticed today that the form HPD:Incident Management Console will no longer
 let users click the summary column and sort the ticket list. It works with
 all of the other columns, but nothing happens when the summary column is
 clicked. Our test box is working fine and the sort is correct on that
 install. Any thoughts?



 Thanks,

 Matt



 Matthew C. Gayford
 Technology Research  Development
 Information Technology Systems Division
 University of North Carolina Wilmington
 (910) 962-7177



 

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Re: Question: Query Microsoft Exchange Address Book

[T. Dee]

We are using MS Active Directory and we use LDAP to authenticate.

I have created an email interface, however, the users what to be able
to pick users and or distribution groups from the Exchange list.

Currently the help desk sends email out via their Outlook on their
desktop, but they want to do it in Remedy.

Thanks!

On Thu, Jul 31, 2008 at 10:00 AM, William Rentfrow
[EMAIL PROTECTED] wrote:
 What do you want to do exactly?

 Many corporations that use Exchange are also using MS Active Directory.
 If you set up the ARDBC/AREA plugins you can authenticate and pull
 information back from there.

 It's not advisable however to let the system do an automatic match on
 name to find the email address however unless you are in a VERY small
 organization.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Thursday, July 31, 2008 8:23 AM
 To: arslist@ARSLIST.ORG
 Subject: Question: Query Microsoft Exchange Address Book

 Has anyone built an email interface that would allow the help desk
 to send out an email to the user(s)?  I know this is in ITSM 7, but
 what about the ability to query the Global Address List so you could
 send out email to a group of users?

 Thanks!

 
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Re: adding field to overview console and field type

[T. Dee]

Did you add a record to SHR:ARDBCFields ?  You need to create a record
for each ticket type you want to track - TSK, CHG and INC.

Ty




On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
 I'm trying to get the HPD:Help Desk field Service Type (100099)
 values to be displayed on the Overview Console. I've been successful
 with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
 such as Assignee and Assignee group, but not with this one.

 Added field Service Type (100099) to the
 SHR:ARDBC_OverviewConsoleTemplate.

 Field is Read/Write
 Display Type is Edit
 Field Name is Service Type
 DB ID is set to 100099
 Permissions are Public - View and General Access - Change
 Allow Any Users to Submit is checked.

 Added same as above to SHR:ARDBC_OverviewConsole

 In SHR:ARDBCFields I have added the following:
 Field ID:   100099
 Form GUID: MAINHELPDESK
 Vendor Field ID:  100099

 In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
 I've added the Service Type field to the 'Field as Colunn' section.
 The properties of the column are:

 Display Type:   Read Only
 Not Hidden
 DB ID: 105602
 Name: Column 4
 Permissions: Public

 I stopped and restarted the BMC ARS service and there is no data
 displayed in the column.

 I see one thing that may cause this. On the HPD: Help Desk form this
 field is a drop-down field and I've made it a character field on the
 two 'OverviewConsole' forms. Would this cause my problem? If so, can I
 give a different (unused) DB ID to the field and then delete it from
 the form? Reading the Forms and Objects manual I think if I delete the
 field as it is now, I will delete it and all data from the HPD:Help
 Desk form as well. I cannot add this field as a drop-down field with
 the same DB ID as the character field.

 Thanks much,
 Christine

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Re: adding field to overview console and field type

[T. Dee]

What are the permissions on the console for the column?



On Wed, Jul 30, 2008 at 11:47 AM, Christine
[EMAIL PROTECTED] wrote:
 Yes, I have added this to SHR:ARDBCfields.

 In SHR:ARDBCFields I have added the following:
 Field ID:   100099
 Form GUID: MAINHELPDESK
 Vendor Field ID:  100099


 thanks for the reminder though!

 On Jul 30, 8:09 am, T. Dee [EMAIL PROTECTED] wrote:
 Did you add a record to SHR:ARDBCFields ?  You need to create a record
 for each ticket type you want to track - TSK, CHG and INC.

 Ty





 On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
  I'm trying to get the HPD:Help Desk field Service Type (100099)
  values to be displayed on the Overview Console. I've been successful
  with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
  such as Assignee and Assignee group, but not with this one.

  Added field Service Type (100099) to the
  SHR:ARDBC_OverviewConsoleTemplate.

  Field is Read/Write
  Display Type is Edit
  Field Name is Service Type
  DB ID is set to 100099
  Permissions are Public - View and General Access - Change
  Allow Any Users to Submit is checked.

  Added same as above to SHR:ARDBC_OverviewConsole

  In SHR:ARDBCFields I have added the following:
  Field ID:   100099
  Form GUID: MAINHELPDESK
  Vendor Field ID:  100099

  In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
  I've added the Service Type field to the 'Field as Colunn' section.
  The properties of the column are:

  Display Type:   Read Only
  Not Hidden
  DB ID: 105602
  Name: Column 4
  Permissions: Public

  I stopped and restarted the BMC ARS service and there is no data
  displayed in the column.

  I see one thing that may cause this. On the HPD: Help Desk form this
  field is a drop-down field and I've made it a character field on the
  two 'OverviewConsole' forms. Would this cause my problem? If so, can I
  give a different (unused) DB ID to the field and then delete it from
  the form? Reading the Forms and Objects manual I think if I delete the
  field as it is now, I will delete it and all data from the HPD:Help
  Desk form as well. I cannot add this field as a drop-down field with
  the same DB ID as the character field.

  Thanks much,
  Christine

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Re: adding field to overview console and field type

[T. Dee]

Deleting the field from OverviewConsole will not delete it from
HPD:Help Desk.  The DB ID needs to be the same on OverviewConsole as
it is on HPD:Help Desk.  COPY the field from HPD:Help Desk and paste
it on OverviewConsole and save the form.  Enter the record with the
correct DB ID on the SHR:ARDBCfields.



On Wed, Jul 30, 2008 at 1:08 PM, Christine [EMAIL PROTECTED] wrote:
 Column permissions are Public. I think I messed up by making the
 fields on the 'overviewconsole' form as character fields when the
 original field Service Type on HPD:Help Desk is a drop down field. I
 can't change the DB ID and it sounds like if I delete the field I am
 deleting it from the HPD:Help Desk form as well. At least my mess-up
 is in the dev environment and can be resolved with a refresh.

 Thanks for your assistance.

 On Jul 30, 9:41 am, T. Dee [EMAIL PROTECTED] wrote:
 What are the permissions on the console for the column?

 On Wed, Jul 30, 2008 at 11:47 AM, Christine





 [EMAIL PROTECTED] wrote:
  Yes, I have added this to SHR:ARDBCfields.

  In SHR:ARDBCFields I have added the following:
  Field ID:   100099
  Form GUID: MAINHELPDESK
  Vendor Field ID:  100099

  thanks for the reminder though!

  On Jul 30, 8:09 am, T. Dee [EMAIL PROTECTED] wrote:
  Did you add a record to SHR:ARDBCFields ?  You need to create a record
  for each ticket type you want to track - TSK, CHG and INC.

  Ty

  On Wed, Jul 30, 2008 at 1:51 AM, Christine [EMAIL PROTECTED] wrote:
   I'm trying to get the HPD:Help Desk field Service Type (100099)
   values to be displayed on the Overview Console. I've been successful
   with fields that were already on SHR:ARDBC_OverviewConsoleTemplate
   such as Assignee and Assignee group, but not with this one.

   Added field Service Type (100099) to the
   SHR:ARDBC_OverviewConsoleTemplate.

   Field is Read/Write
   Display Type is Edit
   Field Name is Service Type
   DB ID is set to 100099
   Permissions are Public - View and General Access - Change
   Allow Any Users to Submit is checked.

   Added same as above to SHR:ARDBC_OverviewConsole

   In SHR:ARDBCFields I have added the following:
   Field ID:   100099
   Form GUID: MAINHELPDESK
   Vendor Field ID:  100099

   In SHR:OverviewConsole z2TH_ConsolidateTable1 Table/Tree Properties
   I've added the Service Type field to the 'Field as Colunn' section.
   The properties of the column are:

   Display Type:   Read Only
   Not Hidden
   DB ID: 105602
   Name: Column 4
   Permissions: Public

   I stopped and restarted the BMC ARS service and there is no data
   displayed in the column.

   I see one thing that may cause this. On the HPD: Help Desk form this
   field is a drop-down field and I've made it a character field on the
   two 'OverviewConsole' forms. Would this cause my problem? If so, can I
   give a different (unused) DB ID to the field and then delete it from
   the form? Reading the Forms and Objects manual I think if I delete the
   field as it is now, I will delete it and all data from the HPD:Help
   Desk form as well. I cannot add this field as a drop-down field with
   the same DB ID as the character field.

   Thanks much,
   Christine

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Re: Question: Help Desk 6.3

[T. Dee]

They are part of the group - this is why I didn't understand why the
ticket would not show up in the management console.  As well it seems
in 6.3 they don't have Member and Associate Member like they do in
ITSM 7.  Because Manager's may want to see all the tickets, but don't
want to be part of the group.



On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote:
 **
 The manager would need to be part of the group to see that groups tickets.
 Just like support.
 Steve

 On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote:

 Does anyone know why when a user in Help Desk 6.3 is set as a Manager
 they do not see the tickets assigned to their groups under the
 Management Console?

 Thanks!


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Re: Question: Help Desk 6.3

[T. Dee]

I checked - the user is part of App-Management as well I have him
set as Manager's Name on Configure Group Definition.  When I open
the Remedy Management Console I click on the SHOW pull down and
choose ALL OPEN REQUESTS, but only see what is assigned to him - not
the tickets to the group that he belongs to.

Any ideas what I am missing?

THANKS!

On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote:
 They are part of the group - this is why I didn't understand why the
 ticket would not show up in the management console.  As well it seems
 in 6.3 they don't have Member and Associate Member like they do in
 ITSM 7.  Because Manager's may want to see all the tickets, but don't
 want to be part of the group.



 On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED] wrote:
 **
 The manager would need to be part of the group to see that groups tickets.
 Just like support.
 Steve

 On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote:

 Does anyone know why when a user in Help Desk 6.3 is set as a Manager
 they do not see the tickets assigned to their groups under the
 Management Console?

 Thanks!


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Re: Question: Help Desk 6.3

[T. Dee]

Yes the Console View is set to Group as well - sorry forgot to
include that in my email - and still the tickets do not show up.


On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED] wrote:
 **
 You didn't mention what the Console View is set at. If he is part of a group
 and he just wants to see what tickets are assigned to his group/s he has to
 set the Console View to Group. If he just want to see tickets assigned to
 himself he sets the Console View to Myself. All the Show does is filter
 the types of cases (HD, CHG, TSK or All).

 Steve

 On 7/29/08, T. Dee [EMAIL PROTECTED] wrote:

 I checked - the user is part of App-Management as well I have him
 set as Manager's Name on Configure Group Definition.  When I open
 the Remedy Management Console I click on the SHOW pull down and
 choose ALL OPEN REQUESTS, but only see what is assigned to him - not
 the tickets to the group that he belongs to.

 Any ideas what I am missing?

 THANKS!

 On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote:
  They are part of the group - this is why I didn't understand why the
  ticket would not show up in the management console.  As well it seems
  in 6.3 they don't have Member and Associate Member like they do in
  ITSM 7.  Because Manager's may want to see all the tickets, but don't
  want to be part of the group.
 
 
 
  On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED]
  wrote:
  **
  The manager would need to be part of the group to see that groups
  tickets.
  Just like support.
  Steve
 
  On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote:
 
  Does anyone know why when a user in Help Desk 6.3 is set as a Manager
  they do not see the tickets assigned to their groups under the
  Management Console?
 
  Thanks!
 
 
 
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Re: Question: Help Desk 6.3

[T. Dee]

He is already a member of the group.


On Tue, Jul 29, 2008 at 11:28 AM, Steven Pataray [EMAIL PROTECTED] wrote:
 **
 As far as I know in 6.3 just setting him as a manager in the Configure
 Group Definition doesn't affect the console. The manager needs to be
 configured in the group from the Group Population form. You have to look
 at the Management Console's Table Property to understand how it works. As
 mine shows:
 (( $Console View$ = Group) AND ( 'Assigned To Group+' !=  $NULL$ ) AND
 ($GROUPS$ LIKE (( %  + 'Assigned To Group+') +  % )))

 If what you are saying is how ITSM 7 works that would be a great change. I
 guess with some added workflow you could use that field in the Configure
 Group Definition to filter it.

 Steve


 On 7/29/08, T. Dee [EMAIL PROTECTED] wrote:

 Yes the Console View is set to Group as well - sorry forgot to
 include that in my email - and still the tickets do not show up.


 On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED]
 wrote:
  **
  You didn't mention what the Console View is set at. If he is part of a
  group
  and he just wants to see what tickets are assigned to his group/s he has
  to
  set the Console View to Group. If he just want to see tickets assigned
  to
  himself he sets the Console View to Myself. All the Show does is
  filter
  the types of cases (HD, CHG, TSK or All).
 
  Steve
 
  On 7/29/08, T. Dee [EMAIL PROTECTED] wrote:
 
  I checked - the user is part of App-Management as well I have him
  set as Manager's Name on Configure Group Definition.  When I open
  the Remedy Management Console I click on the SHOW pull down and
  choose ALL OPEN REQUESTS, but only see what is assigned to him - not
  the tickets to the group that he belongs to.
 
  Any ideas what I am missing?
 
  THANKS!
 
  On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote:
   They are part of the group - this is why I didn't understand why the
   ticket would not show up in the management console.  As well it seems
   in 6.3 they don't have Member and Associate Member like they do
   in
   ITSM 7.  Because Manager's may want to see all the tickets, but don't
   want to be part of the group.
  
  
  
   On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED]
   wrote:
   **
   The manager would need to be part of the group to see that groups
   tickets.
   Just like support.
   Steve
  
   On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote:
  
   Does anyone know why when a user in Help Desk 6.3 is set as a
   Manager
   they do not see the tickets assigned to their groups under the
   Management Console?
  
   Thanks!
  
  
  
  
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Re: Question: Help Desk 6.3

[T. Dee]

I added the user to the group and now they can see the tickets.  But
this causes a problem - manager's don't get Assigned tickets.
Making them the Manager of the group does not work.

Is there a work around to this - or is this operating as designed?

Thanks!



On Tue, Jul 29, 2008 at 11:48 AM, T. Dee [EMAIL PROTECTED] wrote:
 He is already a member of the group.


 On Tue, Jul 29, 2008 at 11:28 AM, Steven Pataray [EMAIL PROTECTED] wrote:
 **
 As far as I know in 6.3 just setting him as a manager in the Configure
 Group Definition doesn't affect the console. The manager needs to be
 configured in the group from the Group Population form. You have to look
 at the Management Console's Table Property to understand how it works. As
 mine shows:
 (( $Console View$ = Group) AND ( 'Assigned To Group+' !=  $NULL$ ) AND
 ($GROUPS$ LIKE (( %  + 'Assigned To Group+') +  % )))

 If what you are saying is how ITSM 7 works that would be a great change. I
 guess with some added workflow you could use that field in the Configure
 Group Definition to filter it.

 Steve


 On 7/29/08, T. Dee [EMAIL PROTECTED] wrote:

 Yes the Console View is set to Group as well - sorry forgot to
 include that in my email - and still the tickets do not show up.


 On Tue, Jul 29, 2008 at 10:37 AM, Steven Pataray [EMAIL PROTECTED]
 wrote:
  **
  You didn't mention what the Console View is set at. If he is part of a
  group
  and he just wants to see what tickets are assigned to his group/s he has
  to
  set the Console View to Group. If he just want to see tickets assigned
  to
  himself he sets the Console View to Myself. All the Show does is
  filter
  the types of cases (HD, CHG, TSK or All).
 
  Steve
 
  On 7/29/08, T. Dee [EMAIL PROTECTED] wrote:
 
  I checked - the user is part of App-Management as well I have him
  set as Manager's Name on Configure Group Definition.  When I open
  the Remedy Management Console I click on the SHOW pull down and
  choose ALL OPEN REQUESTS, but only see what is assigned to him - not
  the tickets to the group that he belongs to.
 
  Any ideas what I am missing?
 
  THANKS!
 
  On Tue, Jul 29, 2008 at 8:12 AM, T. Dee [EMAIL PROTECTED] wrote:
   They are part of the group - this is why I didn't understand why the
   ticket would not show up in the management console.  As well it seems
   in 6.3 they don't have Member and Associate Member like they do
   in
   ITSM 7.  Because Manager's may want to see all the tickets, but don't
   want to be part of the group.
  
  
  
   On Mon, Jul 28, 2008 at 9:14 PM, Steven Pataray [EMAIL PROTECTED]
   wrote:
   **
   The manager would need to be part of the group to see that groups
   tickets.
   Just like support.
   Steve
  
   On Mon, Jul 28, 2008 at 9:43 AM, T. Dee [EMAIL PROTECTED] wrote:
  
   Does anyone know why when a user in Help Desk 6.3 is set as a
   Manager
   they do not see the tickets assigned to their groups under the
   Management Console?
  
   Thanks!
  
  
  
  
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Question: Help Desk 6.3

[T. Dee]

Does anyone know why when a user in Help Desk 6.3 is set as a Manager
they do not see the tickets assigned to their groups under the
Management Console?

Thanks!

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Re: Question: Help Desk 6.3

[T. Dee]

Not sure - do they need to be?

Thanks!



On Mon, Jul 28, 2008 at 3:55 PM, Rick Cook [EMAIL PROTECTED] wrote:
 **
 Are they a member of the App-Management group?

 Rick

 On Mon, Jul 28, 2008 at 12:43 PM, T. Dee [EMAIL PROTECTED] wrote:

 Does anyone know why when a user in Help Desk 6.3 is set as a Manager
 they do not see the tickets assigned to their groups under the
 Management Console?

 Thanks!


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Re: Question: Trigger a Modify ?

[T. Dee]

I ran logging and the logs show it fails qualification with the TR.

I then removed the TR and physically changed some data on the record
and saved the record and my Filter did fire.

So I know my Filter qualification is correct.

The problem is how to trigger a Modify so my Filter will Fire.  The
escalation setting the field is not triggering a Modify.

The escalation is working because I have a blank field (field A)
database field that I am setting and my Filter says if Field A is
NOT NULL then do the action.

Any ideas?

Thank you!!!



On 7/24/08, T. Dee [EMAIL PROTECTED] wrote:
 The escalation sets Field A, but the Filter that is suppose to fire
 on MODIFY when Field A is != $NULL$ does not fire.  I have tried TR
 as well.

 In the escalation I tried to do a set fields and then I tried a
 push fields, but both don't trigger a Modify.

 I'm running Windows 2003, SQL 2005.



 On Thu, Jul 24, 2008 at 7:03 PM, Leonard Neely - FOJ
 [EMAIL PROTECTED] wrote:
  Does your filter fire when you manually set the value in field A?
  Also, do you mind telling us what platform/version, Etc you are on?
 
  Thanks,
 
  Leonard
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Thursday, July 24, 2008 3:56 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Question: Trigger a Modify ?
 
  I don't want to exclude AR_ESCALATOR - I want the Filter I have set to
  run on MODIFY be triggered when the escalation does a set field to
  field A.
 
  The TR.fieldname != $NULL$ does not seem to work either.
 
  Thanks for your help!
 
 
  On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote:
  **
  You could list an exclusion for the AR_ESCALATOR user from the Run If on
  your Filter.
 
  Rick
 
  On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote:
 
  I have an escalation running that is setting field A with a value -
  this works.  I also have a filter that fires on MODIFY if field A is
  NOT NULL.  The problem is the filter is not firing when my escalation
  runs.  Is there a way to force a modify after the escalation runs so
  my filter will run?
 
  THANKS!!!
 
 
 
  
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Re: Question: Trigger a Modify ?

[T. Dee]

I turned on Filter logging on the server and it shows Failed Qualification.

However, if I manually hit the save button it shows the Filter running.

I looked at Last Modified By and it is AR_ESCALATOR.

There has to be a way to trigger a Modify.

With my escalation I have tried a SET FIELDS - didn't work.  Then I
tried a PUSH FIELDS - didn't work.

But I know my Filter is good because if I manually hit the save button
it fires.  I have tried 'TR.FieldName' != $NULL$ and 'FieldName' !=
$NULL$ - both do not work - I have turned on Filter Logging both
times.



On 7/25/08, Jiri Pospisil [EMAIL PROTECTED] wrote:
 ++
 Please Read The Disclaimer At The Bottom Of This Email
 ++

 This may sound as a stupid question, but how do you know your filter is not 
 firing when the escalation runs?
 Also, did you check the last modified by/date on the record? Does it show 
 AR_ESCALATOR and a recent time?

 Regards
 Jiri Pospisil

 Remedy Administrator
 IT Services
 LCH.Clearnet


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] Behalf Of T. Dee
 Sent: 25 July 2008 13:14
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: Trigger a Modify ?


 Thanks Leonard - yes the Filter Fires if I manually set Field A and
 save the record.


 On 7/24/08, Leonard Neely - FOJ [EMAIL PROTECTED] wrote:
  Does your filter fire when you manually set the value in field A?
  Also, do you mind telling us what platform/version, Etc you are on?
 
  Thanks,
 
  Leonard
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Thursday, July 24, 2008 3:56 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: Question: Trigger a Modify ?
 
  I don't want to exclude AR_ESCALATOR - I want the Filter I have set to
  run on MODIFY be triggered when the escalation does a set field to
  field A.
 
  The TR.fieldname != $NULL$ does not seem to work either.
 
  Thanks for your help!
 
 
  On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote:
   **
   You could list an exclusion for the AR_ESCALATOR user from the Run If on
   your Filter.
  
   Rick
  
   On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote:
  
   I have an escalation running that is setting field A with a value -
   this works.  I also have a filter that fires on MODIFY if field A is
   NOT NULL.  The problem is the filter is not firing when my escalation
   runs.  Is there a way to force a modify after the escalation runs so
   my filter will run?
  
   THANKS!!!
  
  
  
  
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 *

 This email is intended for the named recipient(s) only. Its contents are  
 confidential and may only be retained by the named recipient(s) and may only 
 be copied or disclosed with the consent of LCH.Clearnet Limited.   If you are 
 not an intended recipient please delete this e-mail and notify [EMAIL 
 PROTECTED]

 The contents of this email are subject to contract in all cases, and 
 LCH.Clearnet Limited makes no contractual commitment save where confirmed by 
 hard copy.  LCH.Clearnet Limited accepts no liability, including liability 
 for negligence, in respect of any statement in this email.

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 Street, London EC3N 1EA.Recognised as a Clearing House under the 
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Re: Question: Trigger a Modify ?

[T. Dee]

I think I figured it out - there is a OOB Filter running from the
ITSM 7 application called HPD:INC:AR_003_ESCALATOR - which runs if
$USER$ = AR_ESCALATOR with a GOTO execution order of 930.

I was looking at my escalation to see if I could set the Last
Modified By to something else, but I can't.

Any ideas?

Thanks again - your help is greatly appreciated.




On 7/25/08, T. Dee [EMAIL PROTECTED] wrote:
 I turned on Filter logging on the server and it shows Failed Qualification.

 However, if I manually hit the save button it shows the Filter running.

 I looked at Last Modified By and it is AR_ESCALATOR.

 There has to be a way to trigger a Modify.

 With my escalation I have tried a SET FIELDS - didn't work.  Then I
 tried a PUSH FIELDS - didn't work.

 But I know my Filter is good because if I manually hit the save button
 it fires.  I have tried 'TR.FieldName' != $NULL$ and 'FieldName' !=
 $NULL$ - both do not work - I have turned on Filter Logging both
 times.



 On 7/25/08, Jiri Pospisil [EMAIL PROTECTED] wrote:
  ++
  Please Read The Disclaimer At The Bottom Of This Email
  ++
 
  This may sound as a stupid question, but how do you know your filter is not 
  firing when the escalation runs?
  Also, did you check the last modified by/date on the record? Does it show 
  AR_ESCALATOR and a recent time?
 
  Regards
  Jiri Pospisil
 
  Remedy Administrator
  IT Services
  LCH.Clearnet
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] Behalf Of T. Dee
  Sent: 25 July 2008 13:14
  To: arslist@ARSLIST.ORG
  Subject: Re: Question: Trigger a Modify ?
 
 
  Thanks Leonard - yes the Filter Fires if I manually set Field A and
  save the record.
 
 
  On 7/24/08, Leonard Neely - FOJ [EMAIL PROTECTED] wrote:
   Does your filter fire when you manually set the value in field A?
   Also, do you mind telling us what platform/version, Etc you are on?
  
   Thanks,
  
   Leonard
  
   -Original Message-
   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Thursday, July 24, 2008 3:56 PM
   To: arslist@ARSLIST.ORG
   Subject: Re: Question: Trigger a Modify ?
  
   I don't want to exclude AR_ESCALATOR - I want the Filter I have set to
   run on MODIFY be triggered when the escalation does a set field to
   field A.
  
   The TR.fieldname != $NULL$ does not seem to work either.
  
   Thanks for your help!
  
  
   On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote:
**
You could list an exclusion for the AR_ESCALATOR user from the Run If 
on
your Filter.
   
Rick
   
On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote:
   
I have an escalation running that is setting field A with a value -
this works.  I also have a filter that fires on MODIFY if field A is
NOT NULL.  The problem is the filter is not firing when my escalation
runs.  Is there a way to force a modify after the escalation runs so
my filter will run?
   
THANKS!!!
   
   
   
   
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  *
 
  This email is intended for the named recipient(s) only. Its contents are  
  confidential and may only be retained by the named recipient(s) and may 
  only be copied or disclosed with the consent of LCH.Clearnet Limited.   If 
  you are not an intended recipient please delete this e-mail and notify 
  [EMAIL PROTECTED]
 
  The contents of this email are subject to contract in all cases, and 
  LCH.Clearnet Limited makes no contractual commitment save where confirmed 
  by hard copy.  LCH.Clearnet Limited accepts no liability, including 
  liability for negligence, in respect of any statement in this email.
 
  LCH.Clearnet Limited, Registered Office: Aldgate House, 33 Aldgate High 
  Street, London EC3N 1EA

Re: Question: Trigger a Modify ?

[T. Dee]

Thanks - don't want to modify the ITSM workflow - so I am going to
have to make my workflow work around this Filter.

Thanks for everyone's help!!!

Enjoy the weekend!


On 7/25/08, Jiri Pospisil [EMAIL PROTECTED] wrote:
 ++
 Please Read The Disclaimer At The Bottom Of This Email
 ++

 If you want to avoid modifying ITSM workflow, you have two options.
 Make your filter run before the ITSM filter or make execution order of your 
 filter above 930.
 Other alternative is to create a filter which runs before the ITSM filter and 
 has GOTO action to after the ITSM filter and hence skipping its functionality.

 Hope this helps.

 Jiri Pospisil

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] Behalf Of T. Dee
 Sent: 25 July 2008 13:39
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: Trigger a Modify ?


 I think I figured it out - there is a OOB Filter running from the
 ITSM 7 application called HPD:INC:AR_003_ESCALATOR - which runs if
 $USER$ = AR_ESCALATOR with a GOTO execution order of 930.

 I was looking at my escalation to see if I could set the Last
 Modified By to something else, but I can't.

 Any ideas?

 Thanks again - your help is greatly appreciated.




 On 7/25/08, T. Dee [EMAIL PROTECTED] wrote:
  I turned on Filter logging on the server and it shows Failed 
  Qualification.
 
  However, if I manually hit the save button it shows the Filter running.
 
  I looked at Last Modified By and it is AR_ESCALATOR.
 
  There has to be a way to trigger a Modify.
 
  With my escalation I have tried a SET FIELDS - didn't work.  Then I
  tried a PUSH FIELDS - didn't work.
 
  But I know my Filter is good because if I manually hit the save button
  it fires.  I have tried 'TR.FieldName' != $NULL$ and 'FieldName' !=
  $NULL$ - both do not work - I have turned on Filter Logging both
  times.
 
 
 
  On 7/25/08, Jiri Pospisil [EMAIL PROTECTED] wrote:
   ++
   Please Read The Disclaimer At The Bottom Of This Email
   ++
  
   This may sound as a stupid question, but how do you know your filter is 
   not firing when the escalation runs?
   Also, did you check the last modified by/date on the record? Does it show 
   AR_ESCALATOR and a recent time?
  
   Regards
   Jiri Pospisil
  
   Remedy Administrator
   IT Services
   LCH.Clearnet
  
  
   -Original Message-
   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] Behalf Of T. Dee
   Sent: 25 July 2008 13:14
   To: arslist@ARSLIST.ORG
   Subject: Re: Question: Trigger a Modify ?
  
  
   Thanks Leonard - yes the Filter Fires if I manually set Field A and
   save the record.
  
  
   On 7/24/08, Leonard Neely - FOJ [EMAIL PROTECTED] wrote:
Does your filter fire when you manually set the value in field A?
Also, do you mind telling us what platform/version, Etc you are on?
   
Thanks,
   
Leonard
   
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Thursday, July 24, 2008 3:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question: Trigger a Modify ?
   
I don't want to exclude AR_ESCALATOR - I want the Filter I have set to
run on MODIFY be triggered when the escalation does a set field to
field A.
   
The TR.fieldname != $NULL$ does not seem to work either.
   
Thanks for your help!
   
   
On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote:
 **
 You could list an exclusion for the AR_ESCALATOR user from the Run 
 If on
 your Filter.

 Rick

 On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote:

 I have an escalation running that is setting field A with a value -
 this works.  I also have a filter that fires on MODIFY if field A 
 is
 NOT NULL.  The problem is the filter is not firing when my escalation
 runs.  Is there a way to force a modify after the escalation runs 
 so
 my filter will run?

 THANKS!!!




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Re: Advanced Search?

[T. Dee]

Did someone turn off Advanced Search - open HPD:Help Desk, click on
Form, Current View, Properties, Menu Access.



On 7/25/08, William Rentfrow [EMAIL PROTECTED] wrote:
 **
 Sowe turned on the Advanced Search option on all views of the HPD:Help
 Desk form in IM 7.03.

 And we've flushed the cache, etc, on the mid-tier - but for some reason the
 Advanced Search is always grayed out/disabled.

 What gives?  I feel like I'm missing something stupid but it's been one of
 those weeks

 William Rentfrow, Principal Consultant
 [EMAIL PROTECTED]
 C 701-306-6157
 O 952-432-0227
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Thanks Melvin, but that didn't work either.



On Thu, Jul 24, 2008 at 8:01 AM, Cox, Melvin E. [EMAIL PROTECTED] wrote:
 Try a hard return after the coma
 SGP0090,
 SGP0070,
 SGP0089

 Not sure why but some of our notifications with multi recipients require
 this others do not.

 hth

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 1:24 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7

 Thanks Himanshu!

 I added the support group IDs in the Set Fields to z1D NT Support Group
 ID.

 If I Set just ONE (SGP0090) it works.  If I try to set more then
 one like this:

 SGP0090, SGP0070, SGP0089

 I also tried spaces, semi colons, still nothing.

 Anything else missing.

 Thanks again!



 On 7/23/08, Run4Life Win [EMAIL PROTECTED] wrote:
 **
 Hi Dee

 You need to add all the group IDs in the filter notification ( same
 place where you define single group name or ID)

 Hope this works ...as I did this long time back :)

 Thanks
 Himanshu


 On Wed, Jul 23, 2008 at 9:48 AM, T. Dee [EMAIL PROTECTED] wrote:
 
  Has anyone done a custom notification in SYS:Notificaiton Messages
  and have the Notification go to particular support groups?
 
  I have no issues with creating a custom notification - which does go

  out - the only issue is i'm not sure how to tell Remedy that it
  needs to go 6 different groups.
 
  Suggestions / ideas?
 
  THANK YOU!
 
 
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Thanks Leonard - sounds like a great workaround, but alot of work just
to notify 6 groups.

You would think that Remedy would have their notification engine be
able to handle this.



On Wed, Jul 23, 2008 at 4:00 PM, Leonard Neely - FOJ
[EMAIL PROTECTED] wrote:
 **

 The concept of your multiple filter workaround is most likely what you will
 need to do to accomplish this.  However, that sounds pretty Static and if
 those groups ever need to change, that would translate into a workflow
 modification as opposed to a data configuration change.



 We had a similar requirement for Change Management (CM) Application, in that
 whenever a change request moved to a status of Scheduled, we needed to
 send a notification to all HelpDesk groups (as defined on the Support Group
 form).  In our case, this was about 4 groups.



 To accomplish this, we ended up:

 1.Placing a table field (hidden) on the CM form which listed all support
 Groups defined as Help Desk.

 2.Created a Filter to set the z1D Notification Message Tag on the CM
 form to the value for the custom notification message, then call a Filter
 Guide.

 3.Created a Filter Guide that loops though this table records to get the
 support group id for each one and sets the 'z1D NT Support Group ID'.



 If all this is done between execution order 947 -948, the OOTB Notification
 workflow should pickup from there.  It's a lot of work, but if you want to
 accomplish this using NTE, I think you will need to build something like
 this.



 HTH



 Leonard









 I tried a computed group - didn't like that.



 I have created a filter for each group and that seems to work - but

 that is alot of unnecessary work to notify each group.



 Any others ideas / suggestions?



 Thanks!





 On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:

 Tried it, but when I went to save the ticket I got a SQL error - does

 not like commas, semi-colons or returns.







 On 7/23/08, Grooms, Frederick W [EMAIL PROTECTED] wrote:

  Have you tried returns?

 

  -Original Message-



 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 11:20 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Tried this, but unforunately Remedy does not like multiple group numbers.



On Wed, Jul 23, 2008 at 12:54 PM, Run4Life Win [EMAIL PROTECTED] wrote:
 **
 Hi Dee

 You need to add all the group IDs in the filter notification ( same place
 where you define single group name or ID)

 Hope this works ...as I did this long time back :)

 Thanks
 Himanshu

 On Wed, Jul 23, 2008 at 9:48 AM, T. Dee [EMAIL PROTECTED] wrote:

 Has anyone done a custom notification in SYS:Notificaiton Messages and
 have the Notification go to particular support groups?

 I have no issues with creating a custom notification - which does go
 out - the only issue is i'm not sure how to tell Remedy that it needs
 to go 6 different groups.

 Suggestions / ideas?

 THANK YOU!


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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

The system understands the SGP group ID with no problem - if I put
just one in, however, more then one and it does not like it.  I have
tried commas, semi colons, spaces, returns, etc. and nothing works.



On Wed, Jul 23, 2008 at 12:39 PM, strauss [EMAIL PROTECTED] wrote:
 I would expect you to have to translate the 15-char SPG group ID to the
 actual 10-digit Group ID before the notification engine is going to be
 able to understand it.

 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:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 11:19 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7

 Thanks for your email Lisa.

 I have tried setting z1D NT Support Group ID, but this does not seem to
 work.

 I looked up one of the groups that I want to notify - SGP0090
 - I tried to set this field to z1D NT Support Group ID, but didn't
 work.

 My notification is working - I just need to get to notify the right
 people.  I want it to notify everyone in the group SGP0090.





 On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
 I had tried using the $Group ID$ field, the $Group Name$ field, but
 since there's not really an email or contact# associated with a
 support
 group it doesn't have anything to notify.

 How do you identify that those are the six groups you want to notify?
 Do you want to tell everyone in that group, or is there an additional
 set of criteria to identify that subset of people?

 I'm interested in determining this functionality as well because it is
 definitely a gap in functionality OOTB that clients are missing.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 8:49 AM
 To: arslist@ARSLIST.ORG
 Subject: QUESTION: SYS:Notification Messages - ITSM 7

 Has anyone done a custom notification in SYS:Notificaiton Messages and
 have the Notification go to particular support groups?

 I have no issues with creating a custom notification - which does go
 out - the only issue is i'm not sure how to tell Remedy that it needs
 to go 6 different groups.

 Suggestions / ideas?

 THANK YOU!


 
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 responsibility for the contents of this message. Any views or opinions
 expressed are those of the author.  This message is intended for the
 addressee(s) only and its contents and any attached files are strictly
 confidential. If you have received it in error, please contact the
 sender on the number above.


 
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

i'm pushing the group ids to 'z1d NT group ID' and it is set to 0
(zero) length - so it there is no limit.

On Thu, Jul 24, 2008 at 12:43 PM, Leonard Neely - FOJ
[EMAIL PROTECTED] wrote:
 What is the SQL error you were getting under this condition?
 I'm not 100% sure, but I think that support group id(s) that you use in the
 User Name field of the Notify filter, are expanded at runtime, to the
 actual group name.  If that is the case, and depending on the combined
 length of the group names, you may be exceeding the 255 characters defined
 for the User Name field on the Notify Action.

 HTH

 Leonard



 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 9:47 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7

 OK - i'm a little closer now - I added one group ID to z1D NT Support
 Group ID and it works.  However, I need to add 5 more, and it does not
 like that - when I try to submit an incident it gives me a SQL error.



 On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:
 If I set z1D NT Support Group ID with SGP0090 - the
 notification does not go out.

 If I don't set it my notification goes out.



 On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:
  Thanks for your email Lisa.
 
  I have tried setting z1D NT Support Group ID, but this does not seem to
 work.
 
  I looked up one of the groups that I want to notify - SGP0090
  - I tried to set this field to z1D NT Support Group ID, but didn't
  work.
 
  My notification is working - I just need to get to notify the right
  people.  I want it to notify everyone in the group SGP0090.
 
 
 
 
 
  On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
   I had tried using the $Group ID$ field, the $Group Name$ field, but
   since there's not really an email or contact# associated with a
 support
   group it doesn't have anything to notify.
  
   How do you identify that those are the six groups you want to notify?
   Do you want to tell everyone in that group, or is there an additional
   set of criteria to identify that subset of people?
  
   I'm interested in determining this functionality as well because it is
   definitely a gap in functionality OOTB that clients are missing.
  
   -Original Message-
   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Wednesday, July 23, 2008 8:49 AM
   To: arslist@ARSLIST.ORG
   Subject: QUESTION: SYS:Notification Messages - ITSM 7
  
   Has anyone done a custom notification in SYS:Notificaiton Messages and
   have the Notification go to particular support groups?
  
   I have no issues with creating a custom notification - which does go
   out - the only issue is i'm not sure how to tell Remedy that it needs
   to go 6 different groups.
  
   Suggestions / ideas?
  
   THANK YOU!
  
  
 

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Question: Trigger a Modify ?

[T. Dee]

I have an escalation running that is setting field A with a value -
this works.  I also have a filter that fires on MODIFY if field A is
NOT NULL.  The problem is the filter is not firing when my escalation
runs.  Is there a way to force a modify after the escalation runs so
my filter will run?

THANKS!!!

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Re: Question: Trigger a Modify ?

[T. Dee]

I don't want to exclude AR_ESCALATOR - I want the Filter I have set to
run on MODIFY be triggered when the escalation does a set field to
field A.

The TR.fieldname != $NULL$ does not seem to work either.

Thanks for your help!


On Thu, Jul 24, 2008 at 6:45 PM, Rick Cook [EMAIL PROTECTED] wrote:
 **
 You could list an exclusion for the AR_ESCALATOR user from the Run If on
 your Filter.

 Rick

 On Thu, Jul 24, 2008 at 3:38 PM, T. Dee [EMAIL PROTECTED] wrote:

 I have an escalation running that is setting field A with a value -
 this works.  I also have a filter that fires on MODIFY if field A is
 NOT NULL.  The problem is the filter is not firing when my escalation
 runs.  Is there a way to force a modify after the escalation runs so
 my filter will run?

 THANKS!!!


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QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Has anyone done a custom notification in SYS:Notificaiton Messages and
have the Notification go to particular support groups?

I have no issues with creating a custom notification - which does go
out - the only issue is i'm not sure how to tell Remedy that it needs
to go 6 different groups.

Suggestions / ideas?

THANK YOU!

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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Thanks Matt.

I don't think that will work.  I have a list of all the group IDs - I
just not sure when / where to set them.



On 7/23/08, Matt Worsdell [EMAIL PROTECTED] wrote:
 Never tried it but how about a Computed Group?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: 23 July 2008 14:49
 To: arslist@ARSLIST.ORG
 Subject: QUESTION: SYS:Notification Messages - ITSM 7

 Has anyone done a custom notification in SYS:Notificaiton Messages and
 have the Notification go to particular support groups?

 I have no issues with creating a custom notification - which does go
 out - the only issue is i'm not sure how to tell Remedy that it needs
 to go 6 different groups.

 Suggestions / ideas?

 THANK YOU!

 
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Thanks for your email Lisa.

I have tried setting z1D NT Support Group ID, but this does not seem to work.

I looked up one of the groups that I want to notify - SGP0090
- I tried to set this field to z1D NT Support Group ID, but didn't
work.

My notification is working - I just need to get to notify the right
people.  I want it to notify everyone in the group SGP0090.





On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
 I had tried using the $Group ID$ field, the $Group Name$ field, but
 since there's not really an email or contact# associated with a support
 group it doesn't have anything to notify.

 How do you identify that those are the six groups you want to notify?
 Do you want to tell everyone in that group, or is there an additional
 set of criteria to identify that subset of people?

 I'm interested in determining this functionality as well because it is
 definitely a gap in functionality OOTB that clients are missing.

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 8:49 AM
 To: arslist@ARSLIST.ORG
 Subject: QUESTION: SYS:Notification Messages - ITSM 7

 Has anyone done a custom notification in SYS:Notificaiton Messages and
 have the Notification go to particular support groups?

 I have no issues with creating a custom notification - which does go
 out - the only issue is i'm not sure how to tell Remedy that it needs
 to go 6 different groups.

 Suggestions / ideas?

 THANK YOU!

 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
 This message is subject to and does not create or vary any contractual 
 relationship between TuringSMI, SMI Technologies, SMI Telco, its subsidiaries 
 or affiliates and you. Internet communications are not secure and therefore 
 the TuringSMI Group does not accept any legal responsibility for the contents 
 of this message. Any views or opinions expressed are those of the author.  
 This message is intended for the addressee(s) only and its contents and any 
 attached files are strictly confidential. If you have received it in error, 
 please contact the sender on the number above.

 ___
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

If I set z1D NT Support Group ID with SGP0090 - the
notification does not go out.

If I don't set it my notification goes out.



On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:
 Thanks for your email Lisa.

 I have tried setting z1D NT Support Group ID, but this does not seem to work.

 I looked up one of the groups that I want to notify - SGP0090
 - I tried to set this field to z1D NT Support Group ID, but didn't
 work.

 My notification is working - I just need to get to notify the right
 people.  I want it to notify everyone in the group SGP0090.





 On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
  I had tried using the $Group ID$ field, the $Group Name$ field, but
  since there's not really an email or contact# associated with a support
  group it doesn't have anything to notify.
 
  How do you identify that those are the six groups you want to notify?
  Do you want to tell everyone in that group, or is there an additional
  set of criteria to identify that subset of people?
 
  I'm interested in determining this functionality as well because it is
  definitely a gap in functionality OOTB that clients are missing.
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Wednesday, July 23, 2008 8:49 AM
  To: arslist@ARSLIST.ORG
  Subject: QUESTION: SYS:Notification Messages - ITSM 7
 
  Has anyone done a custom notification in SYS:Notificaiton Messages and
  have the Notification go to particular support groups?
 
  I have no issues with creating a custom notification - which does go
  out - the only issue is i'm not sure how to tell Remedy that it needs
  to go 6 different groups.
 
  Suggestions / ideas?
 
  THANK YOU!
 
  
  ___
  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
  Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
  This message is subject to and does not create or vary any contractual 
  relationship between TuringSMI, SMI Technologies, SMI Telco, its 
  subsidiaries or affiliates and you. Internet communications are not secure 
  and therefore the TuringSMI Group does not accept any legal responsibility 
  for the contents of this message. Any views or opinions expressed are those 
  of the author.  This message is intended for the addressee(s) only and its 
  contents and any attached files are strictly confidential. If you have 
  received it in error, please contact the sender on the number above.
 
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

OK - i'm a little closer now - I added one group ID to z1D NT Support
Group ID and it works.  However, I need to add 5 more, and it does not
like that - when I try to submit an incident it gives me a SQL error.



On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:
 If I set z1D NT Support Group ID with SGP0090 - the
 notification does not go out.

 If I don't set it my notification goes out.



 On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:
  Thanks for your email Lisa.
 
  I have tried setting z1D NT Support Group ID, but this does not seem to 
  work.
 
  I looked up one of the groups that I want to notify - SGP0090
  - I tried to set this field to z1D NT Support Group ID, but didn't
  work.
 
  My notification is working - I just need to get to notify the right
  people.  I want it to notify everyone in the group SGP0090.
 
 
 
 
 
  On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
   I had tried using the $Group ID$ field, the $Group Name$ field, but
   since there's not really an email or contact# associated with a support
   group it doesn't have anything to notify.
  
   How do you identify that those are the six groups you want to notify?
   Do you want to tell everyone in that group, or is there an additional
   set of criteria to identify that subset of people?
  
   I'm interested in determining this functionality as well because it is
   definitely a gap in functionality OOTB that clients are missing.
  
   -Original Message-
   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Wednesday, July 23, 2008 8:49 AM
   To: arslist@ARSLIST.ORG
   Subject: QUESTION: SYS:Notification Messages - ITSM 7
  
   Has anyone done a custom notification in SYS:Notificaiton Messages and
   have the Notification go to particular support groups?
  
   I have no issues with creating a custom notification - which does go
   out - the only issue is i'm not sure how to tell Remedy that it needs
   to go 6 different groups.
  
   Suggestions / ideas?
  
   THANK YOU!
  
   
   ___
   UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
   Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
   This message is subject to and does not create or vary any contractual 
   relationship between TuringSMI, SMI Technologies, SMI Telco, its 
   subsidiaries or affiliates and you. Internet communications are not 
   secure and therefore the TuringSMI Group does not accept any legal 
   responsibility for the contents of this message. Any views or opinions 
   expressed are those of the author.  This message is intended for the 
   addressee(s) only and its contents and any attached files are strictly 
   confidential. If you have received it in error, please contact the sender 
   on the number above.
  
   ___
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

The SGP group ID does work - the issue at hand is when I try to add
multiple groups.  I have tried separating them with semi-colons,
commas, spaces, etc.  Does not seem to work.



On 7/23/08, strauss [EMAIL PROTECTED] wrote:
 I would expect you to have to translate the 15-char SPG group ID to the
 actual 10-digit Group ID before the notification engine is going to be
 able to understand it.

 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:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 11:19 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7

 Thanks for your email Lisa.

 I have tried setting z1D NT Support Group ID, but this does not seem to
 work.

 I looked up one of the groups that I want to notify - SGP0090
 - I tried to set this field to z1D NT Support Group ID, but didn't
 work.

 My notification is working - I just need to get to notify the right
 people.  I want it to notify everyone in the group SGP0090.





 On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
  I had tried using the $Group ID$ field, the $Group Name$ field, but
  since there's not really an email or contact# associated with a
 support
  group it doesn't have anything to notify.
 
  How do you identify that those are the six groups you want to notify?
  Do you want to tell everyone in that group, or is there an additional
  set of criteria to identify that subset of people?
 
  I'm interested in determining this functionality as well because it is
  definitely a gap in functionality OOTB that clients are missing.
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Wednesday, July 23, 2008 8:49 AM
  To: arslist@ARSLIST.ORG
  Subject: QUESTION: SYS:Notification Messages - ITSM 7
 
  Has anyone done a custom notification in SYS:Notificaiton Messages and
  have the Notification go to particular support groups?
 
  I have no issues with creating a custom notification - which does go
  out - the only issue is i'm not sure how to tell Remedy that it needs
  to go 6 different groups.
 
  Suggestions / ideas?
 
  THANK YOU!
 
 
 
  ___
  UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
  Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
  This message is subject to and does not create or vary any contractual
 relationship between TuringSMI, SMI Technologies, SMI Telco, its
 subsidiaries or affiliates and you. Internet communications are not
 secure and therefore the TuringSMI Group does not accept any legal
 responsibility for the contents of this message. Any views or opinions
 expressed are those of the author.  This message is intended for the
 addressee(s) only and its contents and any attached files are strictly
 confidential. If you have received it in error, please contact the
 sender on the number above.
 
 
 
 ___
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Thanks Himanshu!

I added the support group IDs in the Set Fields to z1D NT Support Group ID.

If I Set just ONE (SGP0090) it works.  If I try to set more
then one like this:

SGP0090, SGP0070, SGP0089

I also tried spaces, semi colons, still nothing.

Anything else missing.

Thanks again!



On 7/23/08, Run4Life Win [EMAIL PROTECTED] wrote:
 **
 Hi Dee

 You need to add all the group IDs in the filter notification ( same place
 where you define single group name or ID)

 Hope this works ...as I did this long time back :)

 Thanks
 Himanshu


 On Wed, Jul 23, 2008 at 9:48 AM, T. Dee [EMAIL PROTECTED] wrote:
 
  Has anyone done a custom notification in SYS:Notificaiton Messages and
  have the Notification go to particular support groups?
 
  I have no issues with creating a custom notification - which does go
  out - the only issue is i'm not sure how to tell Remedy that it needs
  to go 6 different groups.
 
  Suggestions / ideas?
 
  THANK YOU!
 
 
 ___
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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

Tried it, but when I went to save the ticket I got a SQL error - does
not like commas, semi-colons or returns.



On 7/23/08, Grooms, Frederick W [EMAIL PROTECTED] wrote:
 Have you tried returns?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 23, 2008 12:16 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7

 The SGP group ID does work - the issue at hand is when I try to add
 multiple groups.  I have tried separating them with semi-colons, commas,
 spaces, etc.  Does not seem to work.


 On 7/23/08, strauss [EMAIL PROTECTED] wrote:
  I would expect you to have to translate the 15-char SPG group ID to
  the actual 10-digit Group ID before the notification engine is going
  to be able to understand it.
 
  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:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Wednesday, July 23, 2008 11:19 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7
 
  Thanks for your email Lisa.
 
  I have tried setting z1D NT Support Group ID, but this does not seem
  to work.
 
  I looked up one of the groups that I want to notify - SGP0090
  - I tried to set this field to z1D NT Support Group ID, but didn't
  work.
 
  My notification is working - I just need to get to notify the right
  people.  I want it to notify everyone in the group SGP0090.
 
 
 
  On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
   I had tried using the $Group ID$ field, the $Group Name$ field, but
   since there's not really an email or contact# associated with a
  support
   group it doesn't have anything to notify.
  
   How do you identify that those are the six groups you want to
 notify?
   Do you want to tell everyone in that group, or is there an
   additional set of criteria to identify that subset of people?
  
   I'm interested in determining this functionality as well because it
   is definitely a gap in functionality OOTB that clients are missing.
  
   -Original Message-
   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Wednesday, July 23, 2008 8:49 AM
   To: arslist@ARSLIST.ORG
   Subject: QUESTION: SYS:Notification Messages - ITSM 7
  
   Has anyone done a custom notification in SYS:Notificaiton Messages
   and have the Notification go to particular support groups?
  
   I have no issues with creating a custom notification - which does go

   out - the only issue is i'm not sure how to tell Remedy that it
   needs to go 6 different groups.
  
   Suggestions / ideas?
  
   THANK YOU!
  
  
 

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Re: QUESTION: SYS:Notification Messages - ITSM 7

[T. Dee]

I tried a computed group - didn't like that.

I have created a filter for each group and that seems to work - but
that is alot of unnecessary work to notify each group.

Any others ideas / suggestions?

Thanks!


On 7/23/08, T. Dee [EMAIL PROTECTED] wrote:
 Tried it, but when I went to save the ticket I got a SQL error - does
 not like commas, semi-colons or returns.



 On 7/23/08, Grooms, Frederick W [EMAIL PROTECTED] wrote:
  Have you tried returns?
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Wednesday, July 23, 2008 12:16 PM
  To: arslist@ARSLIST.ORG
  Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7
 
  The SGP group ID does work - the issue at hand is when I try to add
  multiple groups.  I have tried separating them with semi-colons, commas,
  spaces, etc.  Does not seem to work.
 
 
  On 7/23/08, strauss [EMAIL PROTECTED] wrote:
   I would expect you to have to translate the 15-char SPG group ID to
   the actual 10-digit Group ID before the notification engine is going
   to be able to understand it.
  
   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:[EMAIL PROTECTED] On Behalf Of T. Dee
   Sent: Wednesday, July 23, 2008 11:19 AM
   To: arslist@ARSLIST.ORG
   Subject: Re: QUESTION: SYS:Notification Messages - ITSM 7
  
   Thanks for your email Lisa.
  
   I have tried setting z1D NT Support Group ID, but this does not seem
   to work.
  
   I looked up one of the groups that I want to notify - SGP0090
   - I tried to set this field to z1D NT Support Group ID, but didn't
   work.
  
   My notification is working - I just need to get to notify the right
   people.  I want it to notify everyone in the group SGP0090.
  
  
  
   On 7/23/08, Lisa Westerfield [EMAIL PROTECTED] wrote:
I had tried using the $Group ID$ field, the $Group Name$ field, but
since there's not really an email or contact# associated with a
   support
group it doesn't have anything to notify.
   
How do you identify that those are the six groups you want to
  notify?
Do you want to tell everyone in that group, or is there an
additional set of criteria to identify that subset of people?
   
I'm interested in determining this functionality as well because it
is definitely a gap in functionality OOTB that clients are missing.
   
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
Sent: Wednesday, July 23, 2008 8:49 AM
To: arslist@ARSLIST.ORG
Subject: QUESTION: SYS:Notification Messages - ITSM 7
   
Has anyone done a custom notification in SYS:Notificaiton Messages
and have the Notification go to particular support groups?
   
I have no issues with creating a custom notification - which does go
 
out - the only issue is i'm not sure how to tell Remedy that it
needs to go 6 different groups.
   
Suggestions / ideas?
   
THANK YOU!
   
   
  
 
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Question: Relationship / Financials - Change ITSM 7

[T. Dee]

I create a relationship to a CI in Change with no problem.

I then click on Create Allocation from the Financial tab in Change
and fill out all the necessary fields, again no problem.

However, after I save ther record it is not showing up on the table on
the Financials tab in Change.

Any ideas / suggestions?

Thanks!

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Question: Custom Notification to Groups

[T. Dee]

I need to create a custom notification - which I have done previously
- i'm OK with this.

However, I need the notification to go to several groups.

Has anyone done this before?

Thank you!

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Question: Broadcast Msg - ITSM 7

[T. Dee]

Has anyone been able to get the Broadcast Msg Function from the
Relationship tab in the bottom right corner to work?

It wants an attachment to be added and i'm not sure if the attachment
has to be formatted in a particular way or ...?

Can't seem to get this to work.

Ty

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DISREGARD: Question: Broadcast Msg - ITSM 7

[T. Dee]

Please disregard.

-- Forwarded message --
From: T. Dee [EMAIL PROTECTED]
Date: Jul 18, 2008 7:43 AM
Subject: Question: Broadcast Msg - ITSM 7
To: arslist@arslist.org


Has anyone been able to get the Broadcast Msg Function from the
Relationship tab in the bottom right corner to work?

It wants an attachment to be added and i'm not sure if the attachment
has to be formatted in a particular way or ...?

Can't seem to get this to work.

Ty

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Re: Wrong AR server in email link

[T. Dee]

This just happened to me the other day and Remedy said this is a known
issue, but said it is NOT a bug.  They said there is a RFE submitted.
However, they had me go into the Mid Tier Configuration Web Utility and
click on 'AR Server Settings' and put the fully qualified domain name.  If
you are not sure what it is go onto the server and at the DOS prompt type
'nslookup' and this will give you the fully qualified domain name.

Hope this helps.

Ty



On 7/16/08, SUBSCRIBE arslist Melissa [EMAIL PROTECTED] wrote:

 **
 No, that is the beginning part of the URL which is working correctly.
  Further in the URL is the actual AR Server name which doesn't match what I
 have in our mid-tier configuration.

 I'm going to try the filter suggestion that LJ suggested.




   *Pierson, Shawn [EMAIL PROTECTED]*
 Sent by: Action Request System discussion list(ARSList) 
 arslist@ARSLIST.ORG

 07/16/2008 03:45 PM   Please respond to
 arslist@ARSLIST.ORG

To
 arslist@ARSLIST.ORG  cc
   Subject
 Re: Wrong AR server in email link




 **
 Perhaps I'm misunderstanding your problem, but couldn't you just go into
 the Admin tool and under Server Information, go to the Advanced tab and
 change the Email Notifications Web Path?

 *From:* Action Request System discussion list(ARSList) [mailto:
 [EMAIL PROTECTED] *On Behalf Of *SUBSCRIBE arslist Melissa*
 Sent:* Wednesday, July 16, 2008 1:46 PM*
 To:* [EMAIL PROTECTED]
 Subject:* Wrong AR server in email link

 **
 We have two servers (both version 7.0.1 patch 5 on windows VMs) set up in a
 server group.  When email notifications are sent out, the AR Server part of
 the link has the server group alias and the domain.  There are two domains
 possible for our servers.  We added the Domain-Name paramter to the ar.cfg
 to force it to use the domain we need (which is the one configured in
 mid-tier).  It doesn't appear to be picking up the domain that we entered in
 the Domain-Name.  Does anyone know how we can for the email link (this is
 ootb box functionality for notifications in Service Desk) to have the domain
 name we want it to be instead of using the one on the application server?

 Thanks!
 Melissa __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
 Are html___

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Re: Configuring notifications for tasks

[T. Dee]

I believe someone posted an answer to this same question a couple of days ago.

Ty


On 7/17/08, Schon, Stuart [EMAIL PROTECTED] wrote:
 Hi

 These notifications may be there or they may not be. I would start
 looking at the Notification engine. Note there is some *** awful
 workflow here.

 Check out (at a minimum) SYS:Notification Messages, NTE:SYS-Define NT
 Events, NTE:CFG Notification Events and filters on the 800 range ending
 in Chk and SetTag

 There is a lot there - good luck.

 I just spent a month mapping it all and generating more message types
 and it was not fun


 Regards
 Stuart Schon

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Guillermo Alfredo Torres
 Barron
 Sent: 2 July 2008 04:13
 To: arslist@ARSLIST.ORG
 Subject: Configuring notifications for tasks

 Hi dear listers
 We have a BMC ITSM 7 suite (Incident, Problem and Change Management), we
 want to send notifications when a task set a status Pending for example,
 with a special text and a some particular users
 I want to know if is possible configuring this in the foundation, or
 It's necessary development this notifications, I see that in the People
 form appear the next notifications for default

 Task Assigned
 Task Changed Status

 Thanks in advance
 Greetings from Mexico



 
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Re: Question: SLM Import and Export - ITSM 7

[T. Dee]

Any issues?  We seem to be getting unique index errors on various
forms.  It appears that Remedy does not generate new IDs, but keeps
the same IDs - so if you have existing SLAs on your server and you
bring over NEW SLAs via export/import it will not work.

Any work arounds?

Thanks!



On 7/15/08, Matthew Perrault [EMAIL PROTECTED] wrote:
 Yea, I've used that too.
 What's your question?

 Matt P.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
 PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, July 15, 2008 2:30 PM
 To: arslist@ARSLIST.ORG
 Subject: Question: SLM Import and Export - ITSM 7

 Has anyone had any experiences with the SLM Import/Export Utility?

 Thanks!

 Ty

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Re: Sync Search Timeout Defect (UNCLASSIFIED)

[T. Dee]

There is a fix for this timeout issue on synching the database.





On 7/16/08, Rick Cook [EMAIL PROTECTED] wrote:
 I can assure you that patch 3 did not fix this issue.  I'll try getting the
 hot fix tomorrow.

 Rick

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of strauss
 Sent: Thursday, May 15, 2008 11:49 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Sync Search Timeout Defect (UNCLASSIFIED)

 I wonder if they are going to provide the hot fix to those of us who
 opened issues on this several times over the past year against 7.0 and
 then 7.1, but they closed them all after logging defects. I doubt it.

 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:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC
  Sent: Thursday, May 15, 2008 1:45 PM
  To: arslist@ARSLIST.ORG
  Subject: Sync Search Timeout Defect (UNCLASSIFIED)
 
  Classification:  UNCLASSIFIED
  Caveats: NONE
 
  All,
 
  If you have ARS Version 7.1 Patch 002 of the Admin Tool, there is a
  defect (SW00291500) with Sync Search. I worked with Remedy Technical
  Support (RTS) to obtain a Hot Fix for this and it worked great.
 
  RTS tell me that if you encounter the same type of problem, a Hot Fix
  can be provided. You will need to submit a Remedy Technical Support
  Issue through SupportWeb to initiate. The Hot Fix I received is a new
  copy of xrefdll.dll. This normally resides in the Admin directory on
  the
  Thick client. They didn't want me to publish the .dll on the list at
  this time. I think the .dll I received will work for most people
  because
  my install is very close to OOTB.
 
  The Symptoms of this defect are:
 
 ---
  -
  
  1. You have full ITSM 7.0.3 Patch 007 and CMDB 2.1 Patch 002 installed
  2. The Sync Search stops around a count of 42065. It completed Forms,
  but it stops toward the end of the Active Links. It never gets to
  Filters, Menus, etc.
  3. The Active Links it did finish do show up as you would expect under
  the Related Workflow Tab of each field.
 
  4. The arxref.log has entries like the following:
  
  AR-XRef Version: 7.0
  Removing previous detail and x-ref entries.
  ERROR: ActiveLink: Business Time Segment-cmdSave_NewWithAssoc  refers
  to field 98 in schema Business Time Segment; field does not exist
  ERROR: ActiveLink: Business Time Segment-cmdSave_SaveModify  refers
 to
  field 98 in schema Business Time Segment; field does not exist .
  .
  .
  Could not find referenced schema $232$ on server
  123.123.123.17.ERROR: ActiveLink:
 ReportSelection:RunAskExportFilename7
   refers to field 290 in schema ReportSelection: field does not
  exist .
  .
  .
  ERROR: ActiveLink: ASI:SHR:GenericSave_003_Dialog_NoSandBox  refers
 to
  field 25108 in schema ; field does not exit .
  .
  .
  And many more of the same.
  -
 
  5. It also comes back with a specific error:
 
 ---
  -
  Aradmin.exe - Application Error
  The instruction at 0x7c168f1d referenced memory at 0x001c. The
  memory could not be read.
  Click on OK to terminate the program
 
 ---
  -
 
 ---
  -
  
 
  I just thought I'd share this because Sync Search is used everywhere.
 I
  hope this helps someone out there. It was driving me nuts, because I
  was
  always thinking there was something wrong with my computer.
 
  Let's hope the new 7.5 Admin Tool has the same capability (without the
  defect of course!).
 
  Gordon M. Frank
  Remedy Skilled Professional - 7.x
  ITIL V3 Foundation Certified
  DISA\Verizon FNS
 
  Classification:  UNCLASSIFIED
  Caveats: NONE
 
 
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Re: Question: SLM Import and Export - ITSM 7

[T. Dee]

OUCH!

So the export/import tool is not everything that it is suppose to be.

I might think about recreating them manually.

Thanks!!



On 7/16/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 We had a couple problems:

 1.  Importing service targets with actions:  The actions DO NOT get
 imported to the destination server.  I had to rebuild them all.  BMC
 recommended the latest patch release to fix this (SLM 7.1, patch 1), but
 we're too close to implementation to patch right now.  (Still smarting
 from a bad patch 6 experience)

 2.  A handful of service targets would not start properly.  They would
 attach, but not start per the definition.  Again, the BMC recommendation
 was to rebuild.


 This e-mail and its attachments are confidential and solely for the
 intended addressee(s). Do not share or use them without Fannie Mae's
 approval. If received in error, contact the sender and delete them.


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, July 15, 2008 3:30 PM
 To: arslist@ARSLIST.ORG
 Subject: Question: SLM Import and Export - ITSM 7

 Has anyone had any experiences with the SLM Import/Export Utility?

 Thanks!

 Ty

 
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Re: Question: SLA - Emails / Audit Log

[T. Dee]

Thanks Chris.

The problem is they are not appearing.  However, these are custom
notifications.  I'm not sure how to get them to appear in the Audit
Log.  I know the SLAs are working because if I go into AR System Email
Messages I see them being sent.

T.



On 7/15/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
 T -

 From the vertical navigation bar on the ticket:  Functions, View Audit
 Log.  When the dialog opens click the Notification Audits tab.   You
 should see the Service Level notification audits there.


 This e-mail and its attachments are confidential and solely for the
 intended addressee(s). Do not share or use them without Fannie Mae's
 approval. If received in error, contact the sender and delete them.


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Monday, July 14, 2008 5:19 PM
 To: arslist@ARSLIST.ORG
 Subject: Question: SLA - Emails / Audit Log

 I have my SLAs setup and they are working.  Emails are going out, no
 problem.

 However, i'm not sure if there is a place that audits the SLA
 Escalation Emails that go out.  I have looked in the Audit Log on
 Incident, but it does not store SLA Escalation Emails there.

 Is there a place that keeps an audit of these emails?

 Thanks!

 
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Re: Question: SLA - Emails / Audit Log

[T. Dee]

Thanks Matthew!

I understand the creating the Data Source I have done that before.  I
am a little confused about the push to NTE:Sys-NT Process Control
form.  Do you have any samples?

Thanks again!!!



On 7/15/08, Matthew Perrault [EMAIL PROTECTED] wrote:
 T-
 Go further down in the ARS List and look for the email chain on:
 Using Incident ServiceTgt Milestone Notification Action Templates
 Back on July 7th.

 In it you'll see some in depth explanations of why you don't see the 
 Notifications in the Notification Audit Log.
 It's because Normal Notifications that are sent from the Incident form, run 
 through the NTE forms. The Audit Log you are looking at is looking at the 
 NTE:Notifier Log form.
 Now Custom Notifications from SLM 7X are not passed through the NTE forms as 
 they should. Instead, when you create a Custom Notification against the Help 
 Desk form, it creates a Filter on the HPD:Help Desk form. In that filter it 
 Pushes to SLM:RuleActionNotifier, which in turn pushes to either the Email 
 Form or Alert Events. If you use a Custom Page Action, the filter on the Help 
 Desk form, just has a Run Process Command to do the Page.

 Now in order to fix this you can do one of 2 things:
 1) Most Recommended. Go to the Data Sources for Service Level Management 
 through the Application Administration Console-Custom Configuration Tab
 Then, configure a Data Source for the NTE:Sys-NT Process Control form.
 Then, remove your Custom Notifications and instead do a Push to the 
 NTE:Sys-NT Process Control form. Use the Filter: 
 HPD:INC:NotificationGenerator_899_PNPC`! to get the fields and values that 
 you want. This will then run the Notification through the NTE forms similar 
 to the: HPD:INC:NotificationGenerator_899_PNPC`!

 2) You could create a Data Source against the NTE:Notifier Log form. Then 
 after each Custom SLM notification create a Custom Push Fields Action to push 
 the needed values to the NTE:Notifier Log form.

 Good Luck.
 Matt P.

 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
 PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, July 15, 2008 7:39 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: SLA - Emails / Audit Log

 Thanks Chris.

 The problem is they are not appearing.  However, these are custom
 notifications.  I'm not sure how to get them to appear in the Audit
 Log.  I know the SLAs are working because if I go into AR System Email
 Messages I see them being sent.

 T.



 On 7/15/08, Danaceau, Chris [EMAIL PROTECTED] wrote:
  T -
 
  From the vertical navigation bar on the ticket:  Functions, View Audit
  Log.  When the dialog opens click the Notification Audits tab.   You
  should see the Service Level notification audits there.
 
 
  This e-mail and its attachments are confidential and solely for the
  intended addressee(s). Do not share or use them without Fannie Mae's
  approval. If received in error, contact the sender and delete them.
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
  Sent: Monday, July 14, 2008 5:19 PM
  To: arslist@ARSLIST.ORG
  Subject: Question: SLA - Emails / Audit Log
 
  I have my SLAs setup and they are working.  Emails are going out, no
  problem.
 
  However, i'm not sure if there is a place that audits the SLA
  Escalation Emails that go out.  I have looked in the Audit Log on
  Incident, but it does not store SLA Escalation Emails there.
 
  Is there a place that keeps an audit of these emails?
 
  Thanks!
 
  
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Re: Question: SLA - Emails / Audit Log

[T. Dee]

Thanks Matt - I will give it a try.

Ty


On 7/15/08, Matthew Perrault [EMAIL PROTECTED] wrote:
 Tyrone,
 Take a look at filter:
 HPD:INC:NotificationGenerator_899_PNPC`!
 It's ootb workflow.

 The way the NTE system works is as follows:
 1) The Help Desk form does a Push to NTE:SYS-NT Process Control via the 
 filter: HPD:INC:NotificationGenerator_899_PNPC`!
 2) There is an escalation that sits on the NTE:SYS-NT Process Control form.
 3) This escalation runs and updates the records on the NTE:SYS-NT Process 
 Control form. The escalation sets the z1D Action field to START GROUP 
 NOTIFICATION. This in turn causes the filters on the NTE:SYS-NT Process 
 Control form to fire.
 4) The last set of filters on that form delete the record so it doesn't get 
 re-processed. More on this further down.
 5) When the filters on the NTE:SYS-NT Process Control form fire, they in turn 
 push to the NTE:SYS-Group NT Control form.
 6) There are filters on this Group NT Control Form that fire on Submit.
 7) The one to take note of is: NTE:NTG:ModifyMyself_100_PNTG
 This filter pushes to itself causing a modification to occur.
 8) Then the filters on the Group NT Control form then determine if this is a 
 Group Level notification or an Individual Notification.
 9) If it is an Individual Notification, it will push one record to the 
 NTE:SYS-Individual NT Control Form. Which will then Push to the NTE:Notifier 
 form.
 10) If it is a Group Level Notification, it will push all the required 
 notifications directly to the NTE:Notifier form.
 11) The Notifier Form will then push to either alert events or AR System 
 Email Messages.

 To see this in action you could do the following:
 1) disable the filters on the NTE:SYS-NT Process Control form that perform 
 the Delete,
 2) unhide the z1D Action field on the NTE:SYS-NT Process Control.
 3) Turn on Filter Logging, then create a Help Desk ticket.
 4) You'll see the code that fires and pushes to the NTE:SYS-NT Process 
 Control form (HPD:INC:NotificationGenerator_899_PNPC`!).
 5) Then you can open the NTE:SYS-NT Process Control form and put the value: 
 START GROUP NOTIFICATION into the z1D Action field to trigger the other 
 filters.

 ***Take note, if you've already done that once, and created the corresponding 
 NTE:SYS-Group NT Control record, and do it again. You'll get a unique index 
 violation error. You would need to delete the previously created Group record 
 then do it again.

 Also, the most important thing you push to the NTE:SYS-NT Process Control 
 form is the Notification Message Tag. This value, tells the NTE:SYS-NT 
 Process Control form what notification to pull. This value directly 
 corresponds to records in the SYS:Notification Messages form.

 As far as a specific direct example, no I don't have one that I can provide 
 you. All, I can do is suggest you look at the filter: 
 HPD:INC:NotificationGenerator_899_PNPC`! to determine what fields you need to 
 push to. As well as to take note of the Notification Message tag.

 I hope that helps.

 Matt P.


 -Original Message-
 From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
 PROTECTED] On Behalf Of T. Dee
 Sent: Tuesday, July 15, 2008 11:09 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question: SLA - Emails / Audit Log

 Thanks Matthew!

 I understand the creating the Data Source I have done that before.  I
 am a little confused about the push to NTE:Sys-NT Process Control
 form.  Do you have any samples?

 Thanks again!!!



 On 7/15/08, Matthew Perrault [EMAIL PROTECTED] wrote:
  T-
  Go further down in the ARS List and look for the email chain on:
  Using Incident ServiceTgt Milestone Notification Action Templates
  Back on July 7th.
 
  In it you'll see some in depth explanations of why you don't see the 
  Notifications in the Notification Audit Log.
  It's because Normal Notifications that are sent from the Incident form, run 
  through the NTE forms. The Audit Log you are looking at is looking at the 
  NTE:Notifier Log form.
  Now Custom Notifications from SLM 7X are not passed through the NTE forms 
  as they should. Instead, when you create a Custom Notification against the 
  Help Desk form, it creates a Filter on the HPD:Help Desk form. In that 
  filter it Pushes to SLM:RuleActionNotifier, which in turn pushes to either 
  the Email Form or Alert Events. If you use a Custom Page Action, the filter 
  on the Help Desk form, just has a Run Process Command to do the Page.
 
  Now in order to fix this you can do one of 2 things:
  1) Most Recommended. Go to the Data Sources for Service Level Management 
  through the Application Administration Console-Custom Configuration Tab
  Then, configure a Data Source for the NTE:Sys-NT Process Control form.
  Then, remove your Custom Notifications and instead do a Push to the 
  NTE:Sys-NT Process Control form. Use the Filter: 
  HPD:INC:NotificationGenerator_899_PNPC`! to get the fields and values that 
  you want. This will then run

Question: SLM Import and Export - ITSM 7

[T. Dee]

Has anyone had any experiences with the SLM Import/Export Utility?

Thanks!

Ty

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Question: SLA - Emails / Audit Log

[T. Dee]

I have my SLAs setup and they are working.  Emails are going out, no problem.

However, i'm not sure if there is a place that audits the SLA
Escalation Emails that go out.  I have looked in the Audit Log on
Incident, but it does not store SLA Escalation Emails there.

Is there a place that keeps an audit of these emails?

Thanks!

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Re: Question: SLA - Emails / Audit Log

[T. Dee]

Thanks Lisa, I don't see them in the audit log - odd.



On Mon, Jul 14, 2008 at 6:25 PM, Lisa Westerfield
[EMAIL PROTECTED] wrote:
 The incident audit log carries the sla escalations as well. Hope that's what 
 you're looking for.

 -Original Message-
 From: T. Dee [EMAIL PROTECTED]
 Sent: Monday, July 14, 2008 4:18 PM
 To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
 Subject: Question: SLA - Emails / Audit Log

 I have my SLAs setup and they are working.  Emails are going out, no problem.

 However, i'm not sure if there is a place that audits the SLA
 Escalation Emails that go out.  I have looked in the Audit Log on
 Incident, but it does not store SLA Escalation Emails there.

 Is there a place that keeps an audit of these emails?

 Thanks!

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Re: Display Only Form Crashing Admin Tool

[T. Dee]

Just a guess, but what would happen if you exported the Display Only
Form that is crashing (DO NOT DELETE the OLD FORM) - IMPORT the
Display Only Form and give it a new name and see if that one can be
opened.



On 7/11/08, Christopher Blue [EMAIL PROTECTED] wrote:
 Hello list -

 I was making a change to a display only form yesterday and it looks like it 
 may have become corrupted. it still displays and works on the user tool and 
 web and shows up in the admin tool object list but when I try to open it  
 crashes the admin tool.

 I was going to have our DBA look at it but we can't find it or the other 
 display only forms in the DB. Does anyone know where they are stored?

 Any tips for opening or repairing a form that won't open in the admin tool?

 Thanks

 Chris Blue
 CHEP
 Orlando, FL

 ENV:
 ARS 7.1 P1
 Oracle 10g
 Windows 2003

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Re: User IP Address

[T. Dee]

You could easily capture it when the user logs in.



On 7/11/08, Nall, Roger [EMAIL PROTECTED] wrote:
 **


 Does anyone know where Remedy captures the IP address for each user who is
 logged in? This would be for 7.x servers.



 Thanks,



 Roger A. Nall
 Manager, OSSNMS Remedy
 T-Mobile, USA
 Desk:972-464-3712 NEW

 Cell: 973-652-6723
 FAX:
 sf49fanv AIM IM
 RogerNall Yahoo IM

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Question: SLA Notification - ITSM 7

[T. Dee]

I've got an SLA Notification and I have a Milestone, the action I want
to add is to send an email to a particular group.

How can I setup the Action to email EVERYONE in the group?

Thanks!

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Re: Convert upper case to lower case at login

[T. Dee]

The user tool is case sensitive as well.

On 7/9/08, Sokol, Brian [EMAIL PROTECTED] wrote:
 **


 Has anyone tweaked the Mid Tier login to convert the user name to all lower
 case? We have so many users with this problem. Why is the ID field case
 sensitive in the first place?

 Brian Sokol
 Manager, Desktop Services
 Scholastic Inc.
 557 Broadway
 NY, NY 10012
 (212) 343-6494
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Question: Notification - Pending - Date/Time - ITSM 7

[T. Dee]

I have a notification that goes out when the Incident goes into
Pending - this works fine.

However, I have a request to insert the Date/Time it was placed into Pending.

I opened SYS:Form Field Selection and using the pull down for Menu
Label 1 I see Status History, but don't see any items below it for
Pending.TIME.

I know I could create a NEW field to track the Date/Time when the user
places in the Incident into Pending, but would rather not do this.

I also could use the Last Modified Date/Time, but would prefer to use
the Status History of Pending.TIME.

Ideas?

Thanks!

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OT: Happy 4th of July

[T. Dee]

Happy 4th of July to our American friends!

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Re: Easy Question about Task Removal from an Incident

[T. Dee]

Jase - you can click on the Task you don't want and it Cancel and
the workflow will change the Status to Closed with a status reason of
Canceled.  However, it does not delete / remove the Task.

Ty


On 7/2/08, Jase Brandon [EMAIL PROTECTED] wrote:
 **
 Hello All,
 I am hoping this will be an easy question for the list.
 ARS 7.1 Patch 002.

 I just discovered that there isn't an intuitive way to remove erroneous
 tasks added to an Incident.
 I checked and this doesn't appear to be a permissions issue.
 I am contemplating adding a Remove or Unrelate Task button on row
 select, etc.
 Has anyone else done anything similiar or seen the same situation?

 Thanks,

 Jase__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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Question: Change Survey

[T. Dee]

Does anyone know if there is anything other then 'Configure Survey
Questions' that has to be done to allow for survey's to be set to the
user for Change?

Thanks!

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Re: submitter access to fields in notify

[T. Dee]

That is correct - without Public permissions that the notification
does not send the field out.



On 7/2/08, Tanner, Doug [EMAIL PROTECTED] wrote:
 **


 From Past experiences - I have found that you MUST include Public
 Permissions on the fields in order to Include within the Notify Action

 (You can of course hide them on the form with Workflow, but at the database
 level you need Public- View)

 Doug


 


 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Brien Dieterle
 Sent: Wednesday, July 02, 2008 12:29 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: submitter access to fields in notify



 ** Oops--
 AR Server 7.1 Patch 003
 Windows 2003
 SQL Server 2005


 On Wed, Jul 2, 2008 at 9:26 AM, Brien Dieterle
 [EMAIL PROTECTED] wrote:

 Hi List!

 I am having a really weird problem.  I have a form that has NO Public access
 to any fields.  All permissions are granted by Submitter, a static group, or
 Assignee Group.  All of these groups have read permissions to all of the
 fields on this form.

 I have a filter that sends three notifications, one to each of these groups.
  The Static Group and Assignee Group work just fine.  I can select fields
 (Include Fields) or add an HTML template and include field variables in
 there, and they are displayed. Perfect.

 However, the Submitter cannot see fields that have been selected (Include
 Fields), and if I add an HTML template, those fields are blank  there as
 well.  However, the Submitter can see fields that I have added to the
 Subject Line: or the Notify Text (If I don't use a template).  In this
 way I can include all the fields in the email, but I cannot 1) use a
 template, nor 2) use the Include Fields: dialog.

 Naturally, the Submitter can view the Record just fine using the User tool
 or Midtier.

 So any help figuring out this puzzle would be much appreciated!

 Brien


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Question: Delete SLM

[T. Dee]

I deleted a SLA from the Service Targets tab on the Service Level
Management Console, however, it still seems to be firing.

Where can I go to manually delete this SLA.

Thanks!

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Re: Question: Delete SLM

[T. Dee]

THANKS!

On 7/2/08, Viswanathan Balakumar [EMAIL PROTECTED] wrote:
 I also experienced problems like the same.

 SLA definition is stored in the following forms.
 Based on the Create date I deleted the records from this tables.

 SLM:Association
 SLM:SLAAssociation
 SLM:Contract
 SLM:ConfigReviewPeriod
 SLM:MeasurementCriteria
 SLM:GoalSchedule
 SLM:RuleActionSequence
 SLM:RuleActionSetValueItem
 SLM:RuleActionSetValue
 SLM:RuleCondition
 SLM:RuleEventData
 SLM:RuleDefinition
 SLM:ServiceTarget
 SLM:SLADefinition
 SLM:Milestone


 Thanks,
 VB

 Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
 Sent: Wednesday, July 02, 2008 2:44 PM
 To: arslist@ARSLIST.ORG
 Subject: Question: Delete SLM

 I deleted a SLA from the Service Targets tab on the Service Level
 Management Console, however, it still seems to be firing.

 Where can I go to manually delete this SLA.

 Thanks!

 
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Re: Escalations are not firing

[T. Dee]

I have seen this before - we had to reboot the server to resolve this.

Ty


On 6/30/08, Atul Vohra [EMAIL PROTECTED] wrote:
 Hi All,

 Escalations on our Solaris ARS 6.3 system are not firing. I verified that 
 'Disable Escalations' is NOT checked. I have escalations being logged and 
 found that when I check / uncheck the 'Disable Escalations' option, few 
 escalations are processed and then nothing shows up in the log file. There is 
 no error in arerror.log either.
 Tried restarting arsystem still same results -- Is there anything that I can 
 check...


 Thanks
 Atul

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Re: Quick Action Bug!

[T. Dee]

What version / patch level of ITSM 7 are you running?

Ty


On 6/27/08, Arnab Baral [EMAIL PROTECTED] wrote:
 **
 Hi List,

 In ITSM Incident Management console we have a table field that shows all the
 tickets for all the group the user is assigned to.
 Whenever we select one incident to assign it to a group member using the
 Quick Action  button another selection is happening automatically in the
 table. Now this selection is happening in a adhoc procedure which the user
 is unaware of resulting in wrong assignment of tickets.
 This is a serious issue for people dealing with huge number of tickets.
 I have tried studying the worklog. But could not reach into some satisfying
 result.
 Please suggest.

 Regards
 Arnab__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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Re: Quick Action Bug!

[T. Dee]

I'm running 7.0.03 patch 007 and I tried what you said - it seems to work.

Sounds like a defect.


On 6/27/08, Arnab Baral [EMAIL PROTECTED] wrote:
 **
 Hi,

 The ITSM version is 7.1.00 and patch no is 2.

 Regards
 Arnab


 On 6/27/08, T. Dee [EMAIL PROTECTED] wrote:
 
  What version / patch level of ITSM 7 are you running?
 
  Ty
 
 
  On 6/27/08, Arnab Baral [EMAIL PROTECTED] wrote:
   **
   Hi List,
  
   In ITSM Incident Management console we have a table field that shows all
 the
   tickets for all the group the user is assigned to.
   Whenever we select one incident to assign it to a group member using the
   Quick Action  button another selection is happening automatically in
 the
   table. Now this selection is happening in a adhoc procedure which the
 user
   is unaware of resulting in wrong assignment of tickets.
   This is a serious issue for people dealing with huge number of tickets.
   I have tried studying the worklog. But could not reach into some
 satisfying
   result.
   Please suggest.
  
   Regards
   Arnab__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers
 Are
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Re: Quick Action Bug!

[T. Dee]

Did you ask Remedy to confirm your findings?



On 6/27/08, Arnab Baral [EMAIL PROTECTED] wrote:
 **
 yeah that is what my concern is

 Regards
 Arnab


 On 6/27/08, T. Dee [EMAIL PROTECTED] wrote:
  I'm running 7.0.03 patch 007 and I tried what you said - it seems to work.
 
  Sounds like a defect.
 
 
  On 6/27/08, Arnab Baral [EMAIL PROTECTED] wrote:
   **
   Hi,
  
   The ITSM version is 7.1.00 and patch no is 2.
  
   Regards
   Arnab
  
  
   On 6/27/08, T. Dee [EMAIL PROTECTED] wrote:
   
What version / patch level of ITSM 7 are you running?
   
Ty
   
   
On 6/27/08, Arnab Baral [EMAIL PROTECTED] wrote:
 **
 Hi List,

 In ITSM Incident Management console we have a table field that shows
 all
   the
 tickets for all the group the user is assigned to.
 Whenever we select one incident to assign it to a group member using
 the
 Quick Action  button another selection is happening automatically
 in
   the
 table. Now this selection is happening in a adhoc procedure which
 the
   user
 is unaware of resulting in wrong assignment of tickets.
 This is a serious issue for people dealing with huge number of
 tickets.
 I have tried studying the worklog. But could not reach into some
   satisfying
 result.
 Please suggest.

 Regards
 Arnab__Platinum Sponsor: www.rmsportal.com ARSlist: Where the
 Answers
   Are
 html___
   
   
  
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Re: Recording when a user logs in...

[T. Dee]

I did that exact same thing - it works good as the init-form opens in
the background without the user knowing and we had it grab their login
id, date logged in, etc.



On 6/27/08, Grooms, Frederick W [EMAIL PROTECTED] wrote:
 **
 A user Logging in thru the User Tool is easy.  You can leverage the
 Init-Form capabilities to determine when a user log's in
 
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of F Lawson
 Sent: Friday, June 27, 2008 10:24 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Recording when a user logs in...

 ** Thank you, Misi and everybody who replied.  I really appreciate your
 assistance!  I'll try this first and a daemon if this doesn't work.

 Fran


 On Fri, Jun 27, 2008 at 12:45 AM, Misi Mladoniczky [EMAIL PROTECTED] wrote:
  Hi,
 
  I have written such a daemon, it is not hard at all.
 
  Do you need live data? Otherwise the user-log has all the information
  stored for you.
 
  From version 7.0 an forward, this can be done using workflow instead, by
  leveraging the ARDBC-plugin used in the Admin Console - Application -
  Users/Groups/Roles - License Review.
 
  You can not create an escalation on the form vendor form itself, because
  of the limited implementation. You MUST create a filter-table-loop that
  goes through a table-field.
 
 Best Regards - Misi, RRR AB, http://www.rrr.se
 
  Products from RRR Scandinavia:
  * RRR|License - Not enough Remedy licenses? Save money by optimizing.
  * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
  * RRR|Translator - Manage and automate your language translations.
  Find these products, and many free tools and utilities, at http://rrr.se.
 
 
 
 
   There are two ways I know of:
  
   1 - Write a daemon that connects to the remedy server every x min's,
   checks
   for differences between now and last time it ran, and update those
   differences to a form
   2 - Write a daemon that reads the user log (that you turn on in the
 admin
   tool), and parse the entries as they go in
  
   There is no 'ootb' method that I'm familiar with to get what you are
   looking
   for.
  
 _
  
   From: Action Request System discussion list(ARSList)
   [mailto:[EMAIL PROTECTED] On Behalf Of F Lawson
   Sent: Thursday, June 26, 2008 5:07 PM
   To: arslist@ARSLIST.ORG
   Subject: Recording when a user logs in...
  
  
   ** Hello, List!
  
   I'm looking for a way to get the following information and log it in a
   table
   somewhere:
  
- When a user logs in
- What ARS license type the user has at that point (fixed, floating,
   read)
- When the user logs out/releases their token
  
   Do any of you know of a way to record this information across the system
   for
   all users?
  
   Thanks!
  
   Fran
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Re: Change Status of Multiple People Records

[T. Dee]

What error are you getting?  What escalation are you running?


On 6/27/08, versicle [EMAIL PROTECTED] wrote:
 I have about 300 People records that I need to change the status of to
 Delete. I've tried running an escalation but apparently ARESCALATOR doesn't
 have the correct permissions to modify that field. Any suggestions?
 --
 View this message in context: 
 http://www.nabble.com/Change-Status-of-Multiple-People-Records-tp18160853p18160853.html
 Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Change Status of Multiple People Records

[T. Dee]

By the way escalations run on the server - there are no permissions.



On 6/27/08, versicle [EMAIL PROTECTED] wrote:
 I have about 300 People records that I need to change the status of to
 Delete. I've tried running an escalation but apparently ARESCALATOR doesn't
 have the correct permissions to modify that field. Any suggestions?
 --
 View this message in context: 
 http://www.nabble.com/Change-Status-of-Multiple-People-Records-tp18160853p18160853.html
 Sent from the ARS (Action Request System) mailing list archive at Nabble.com.

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Re: Remedy - sensitive to network performance?

[T. Dee]

Good point - as well sometimes I have seen cards set to auto detect
and you would get funky things happening as well.


On 6/26/08, Chowdhury, Tauf [EMAIL PROTECTED] wrote:
 As far as the network goes, you may also want to check the link speed on
 the network cards on the servers in question and compare them to the
 switch port configuration. Often times, if the link speeds don't match,
 you will get a lot of funky things happening.

 Tauf Chowdhury | Forest Laboratories, Inc.
 Sr. Analyst
 Informatics Service Desk
 631.858.


 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:[EMAIL PROTECTED] On Behalf Of Axton
 Sent: Thursday, June 26, 2008 1:44 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Remedy - sensitive to network performance?

 You are probably referring to the QoS and ToS, but that really
 shouldn't be necessary unless the issue is caused by network
 saturation.  Chances are, latency is the core issue.  The only things
 I know of to address the apparent performance issue, assuming latency
 is the issue, include:

 - reduce the number of round trips between the client and server
 - alter the network topology so that the latency is reduced
 - identify devices that are overloaded causing increases in the
 latency and address them

 Axton Grams

 On Thu, Jun 26, 2008 at 12:43 PM, Susan Palmer [EMAIL PROTECTED]
 wrote:
  **
  Dave,
 
  All of these are very good 'Remedy' answers.  But it is likely your
 gut
  instinct of network is correct.  Went through this a few years back.
 Of
  course the network is never to blame.  One location 5 mi from the
 server was
  much slower than a location 200 mi from the server.  We used
 coordinated
  stop-watch timings initially to document the issue.  Then we moved to
  sniffer stuff.  It was finally acknowledged that the building only 5
 mi away
  had a very poorly designed network (old) and it showed many hops
 within the
  building.  Probably went further than the 200 mi building.
 
  Another factor that always played in a bit was how much video was
 being
  played at PC's.  Remedy is chatty and all those little packets get
 stuck
  behind those big blobs of video.  I don't remember the network terms,
 but
  had something to do with setting the priority of the applications on
 the
  network so our packets would go first before those other things.  I
 think
  there was network  load balancing in play too for that.  Forgive me my
 poor
  network language.
 
  Good luck ... uphill battle against the network team !
 
  Susan
 
  On Thu, Jun 26, 2008 at 11:13 AM, Ciplak, Can [EMAIL PROTECTED]
 wrote:
 
  Dave,
 
  When did you notice this issue? Have you introduced any change to the
  applications recently?
 
  If that is the case, try deleting .arv and .arf files at the client
 side
  and see if deleting the files helps with the issue.
 
  Can Ciplak
  NAV CANADA
 
  613) 563-3512
 
 
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] On Behalf Of Barber, David
  Sent: June 26, 2008 10:18 AM
  To: arslist@ARSLIST.ORG
  Subject: Re: Remedy - sensitive to network performance?
 
  Sorry ...
 
  Clients are all running on v7.0.01 user tool.  No mid tier in use.
  AR Server is running on Win2k3, 8 procssors
  Database is running sql server on similar hardware/OS to the AR
 Server
 
  The server/database are very close to each other.  Based in a data
  center somewhere very remote from us in head office.  Invariably here
 at
  head office performance is fine, its other users who generally have
  problems.
 
  From the experience and tests we've done it does appear to be
 sensitive
  to network performance.  Although having said that AR Server load is
  around 20-25%, SQL Server normally 90+% load.
 
  Regards
 
  Dave
 
  -Original Message-
  From: Action Request System discussion list(ARSList)
  [mailto:[EMAIL PROTECTED] Behalf Of William Rentfrow
  Sent: 26 June 2008 15:06
  To: arslist@ARSLIST.ORG
  Subject: Re: Remedy - sensitive to network performance?
 
 
  Can you give us more information about your setup?  Database type,
  server OS, web server type, etc?
 
  I assume you are using 1 AR Server connected to a local (relative to
 the
  server) database.
 
  You did not mention whether or not you are using the Web or Windows
  clients either.
 
  William Rentfrow
  Principal Consultant, StrataCom
  [EMAIL PROTECTED]
  O 952-432-0227
  C 701-306-6157
 
  
 
  From: Action Request System discussion list(ARSList) on behalf of
  Barber, David
  Sent: Thu 6/26/2008 8:11 AM
  To: arslist@ARSLIST.ORG
  Subject: Remedy - sensitive to network performance?
 
 
  **
 
  Hi,
 
  Has anyone experienced end-user performance problems with Remedy over
  larger networks?
 
  We're running a suite of bespoke applications, and are finding that
 some
  tasks such as opening/updating incidents can take orders of magnitude
  longer in some