RE: BMC Remedy Helix - is it really a thing?

[Terje Moglestue]

Mike,
I agree. There should have been some incentives for existing customer to review 
or take BMC Remedy Helix is use. It might all come down to how good you are to 
negotiate with your BMC Account manager, how much effort you are prepared to 
put in and simply who you are.

Reading between the lines, the product, BMC Support, BMC’s organisation might 
not be ready for a wider distribution. Time will tell.
~
Terje
Consultant



From: ARSList  On Behalf Of Mike Gould
Sent: 13 July 2018 17:04
To: ARSList 
Subject: Re: BMC Remedy Helix - is it really a thing?

Had a call with our sales rep. about Helix last week. They barely could tell me 
anything more than what was in the marketing materials on the website. It’s 
docker (and another container vendor) containers of each of the different 
product lines. They currently only have one for ARS/ITSM for AWS ready to go. 
There are separate containers for SmartIT/DWP, Business Workflows, Innovation 
Suite, Discovery, etc for either AWS or Azuze but won’t start becoming 
available until later this year or next.  I’m guessing there will be separate 
containers for not only the cloud vendors but for each of the various supported 
OS/DB combinations. They have no technical  and support documentation available 
or my rep. didn’t know where it was and said they would find out and send when 
ready.   If you are an on premise customer like us, this is NOT free, and BMC 
will charge for the Helix platform. I’m waiting on a quote to see how much. 
This sounds promising but seems very incomplete and immature based on my 
initial conservation with sales.

Mike Gould
US House of Representatives

On Jul 13, 2018, at 11:04 AM, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
Oh yes. Sorry. DWP, how rude of me not to keep up with the &$@!?$ acronyms
Sent from my iPhone

On Jul 13, 2018, at 10:58 AM, Carl Wilson 
mailto:carlbwil...@gmail.com>> wrote:
Yep,
Renamed a while back to DWP Basic and DWP Advanced.

Cheers
On Fri, 13 Jul 2018, 15:56 Scott Philben via ARSList, 
mailto:arslist@arslist.org>> wrote:

Yes. It is containerized in Docker. Whatever that means. And it is supposed to 
be available on AWS now with Azure and others in the future.

Ok. How about a few install instructions. Screenshots? Documentation? Anything 
at all on their website that’s not from the marketing department.

Oh, and myit  has now (in the grand bmc tradition) been renamed to DWP (Digital 
Work Place).


Sent from my iPhone

On Jul 13, 2018, at 10:45, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
From some of the demos I’ve seen, the front end is basically SmartIt and myit. 
I think the big changes are with the way it’s deployed and DB options. I work 
at AWS now and I believe Helix can be installed against Aurora DB, and can also 
be containerized. Not sure if that’s kubernetes or docker or what.
Sent from my iPhone

On Jul 13, 2018, at 10:40 AM, Jason Miller 
mailto:jason.mil...@gmail.com>> wrote:
Have you seen this post?   
https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2018/06/16/bmc-helix-what-does-it-mean-for-remedy-itsm-customers

"BMC Helix is our common brand for the suite of SaaS offerings centered around 
Remedy,
 Business 
Workflows,
 Digital 
Workplace,
 
Discovery,
 Client 
Management
 and Innovation 
Suite."


Jason

On Fri, Jul 13, 2018 at 8:02 AM, Scott Philben via ARSList 
mailto:arslist@arslist.org>> wrote:
I am supposed to be looking into this Helix on AWS thing. However, other than a 
bunch of marketing stuff and youtube commercials, I can’t find hide nor hair of 
it.

Does anyone know anything about it? Any documentation at all? Its does not 
appear in the BMC Support site drop downs, there is really nothing on 
communities (links back to the marketing page), and when you click on the 
“Contact BMC Sales” button on the marketing site, the Product Interest menu 
drop down doesn’t list it either.

It was supposed to have been released in… May? It is now July and I can’t find 
it.

Anyone else see it in the wild?
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Re: License Monitor Application 'LicMon'

[Terje Moglestue]

First of all who are you? You got no signatures or name on your email. Please 
update your email account and start identifying  yourselves. 

I have used RRR License with a number of clients. By re-allocation the user 
licenses between fix/floating user licenses you can save your client lots of 
money. RRR - License will also help you identify the correct mix between fixed 
and floating user licenses. RRR License is a licensed tool, it will quickly pay 
for itself.

LicMon - never used it!

~
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of SUBSCRIBE arslist Anonymous
Sent: Tuesday, December 15, 2015 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: License Monitor Application 'LicMon'

We are using LicMon to monitor licenses for all clients. Using this, we can 
track total# and available fixed or floating licenses. It also returns 
individual/user license details. The main purpose behind this is to get an 
alert if we need to buy more licenses for that client.

To calculate this information, LicMon imports 2 forms ADM :License Monitor and 
ADM: Individual License Detail. It uses 2 perl scripts in the background that 
calculates the license information and loads it in these tables. These scripts 
uses ARSPerl module and some API calls. I am not sure from which form/table it 
is getting the data. We want to get rid of these scripts and create some remedy 
workflow that calculates similar information from the data available in OOTB 
forms like License Review or using API.

I need help with
#1 understanding the perl script and creating a remedy workflow
#2 any other license monitoring application that does not use perl script and 
returns same type of information.

I read about RRR but not sure how much similar is it with LicMon.

At present, I can't see any data in AR System Historical License Usage Form. Is 
this something that needs to be turned ON? 
FYI - We are highly customized and don't use most of the OOTB ITSM modules.

Thanks!

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Re: Active Directory Integration

[Terje Moglestue]

Koyb,

How long is a string?

It is difficult or impossible to answer your question. You state, data in AD 
is messed up - I assume you got very poor data quality, no naming standard, 
lack of phone number standard, use of incorrect fields, no good unique 
identifier, no standard for department names and more.
There is nothing like a typical integration every project is different. Are 
you going to have a one way feed? What about leaver? Are you going to automate 
the leavers' process?
Who or what if feeding AD? Created manually? Integrated with different HR 
systems? Who owns the AD data? How is responsible for maintenance of AD? Is it 
maintained?

If AD is the source of People data in BMC - please do not forget: shit in shit 
out!
Creating staging forms and more within BMC is good and well. Most of us have 
done that a number of times. My first advice would be to clean the data at 
source. AD is more likely feeding a number of systems. I would recommend a AD 
cleanup project. That will benefit a larger audience.

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt
Sent: Thursday, March 05, 2015 5:03 PM
To: arslist@ARSLIST.ORG
Subject: Active Directory Integration

**
Hi,

Environment: 8.1 x  Oracle 11 R2.  We are trying to integrate AD with Remedy to 
update our people profiles.  Our challenge is that the data in AD is messed up. 
 Approximately how long does it take to typically integrate AD and Remedy (when 
there are data problems)? (from the concept until completion).

We have a couple of options:

create vendor forms
create staging form
create escalation from push AD to Vendor, and from the Vendor to Staging

OR

should I used UDM?

or pre-defined LDAP jobs
use DMT staging form - to validate
LDAP filters

Which approach is better is better? and what are some of the advantages / 
disadvantages?



_ARSlist: Where the Answers Are and have been for 20 years_

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Re: BMC Enhancement Requests (was a different topic/thread)

[Terje Moglestue]

Looking back I have spent hours submitting RFE’s on behalf of different 
clients. At that point, we all believed in the RFE system (in some degree). It 
was not perfect, but it worked. High-profile clients believed in the process 
some was  even proud when an RFE was submitted. We had meetings with account 
managers, project managers and stake holders regarding RFEs. It was an 
important part in the project management and helped us to move the project 
forward. Submit something on a community board is different!

A reintroduction of an improved RFEs system would be welcomed by many. BMC 
could combine the two system – where the RFE when approved was published in the 
community board for general feedback or voting. Based on the feedback, things 
could be assigned for final approval and prioritizing. The process will require 
some manpower – most important it generates happy customers and a better 
product.

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Wednesday, January 28, 2015 2:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Enhancement Requests (was a different topic/thread)

**
Ray,
I wish I could disagree with most of what you say, but I can'tthe RFE 
process has been broken for many years, and is not 'fixed' by this single 
change, even this change has been full of frustration, but instead of the 
frustration being felt individually by the RFE person, it's being felt 
publicly, and being discussed/ridiculed publicly, which I hope provides 
visibility to the struggle in a way that was never visible before, and I can 
hope that the visibility that it brings can help bring change...yet, these are 
just hopes...I certainly don't work for BMC, nor have anymore access to the 
internals than any other member of this community...but I do still have hope 
that the company has the desire to become better, and we as customers can show 
them where they need the improvement most :)

On Wed, Jan 28, 2015 at 7:48 AM, Ray Gellenbeck 
ray.gellenb...@redmangollc.commailto:ray.gellenb...@redmangollc.com wrote:
That feeds my point.   The RFE aspect is still broken and rather than the old 
system which showed them accountable (and they had to actually eat their own 
dog food by tracking it via tickets) but nothing ever happened, they move it to 
a system where they appear to be less accountable and less responsible because 
there is no ticket in their queue, it's just a community post and votes.  My 
original post was that the mindset now is to push back and say make a 
community post when BMC folks could and should be proactive about it in thw 
first place rather than putting the onus on customers.

Calling this move less broken, while true, doesn't legitimize the mindset that 
improvements should be core to BMC operationaly, not a mindset that says hey, 
if you want it, write up a case for it and it still might fall into a black 
hole on our aide, but won't you feel all warm and fuzzy when your peers agree 
with you?

If I didn't care so much, I wouldn't bring it up.  I just hate to see a great 
system like ARS keep dying death of a thousand paper cuts in the face of 
competitors.

(/endsoapbox, I promise)

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Re: Ticket Data Migration from 7.5 to 8.1

[Terje Moglestue]

I am using 3rd party tools and more all the time. It saves me lots of time.

Within this area, we need a BMC Software tested and a supported tool. There is 
no need for an over engineered tool with too many options and alternatives. I 
would expect that BMC could “quickly” come up with an approved and supported 
solution. This is not a new topic. It is not unrealistic requirement to get 
historical data migrated where all reference numbers are intact.

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean Harries
Sent: Tuesday, November 18, 2014 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Ticket Data Migration from 7.5 to 8.1

**
Hi Kiran, Jarl, Listers,

While RRRchive has some great improvements in terms of handling the deletion of 
data and configurability, the main issue you're likely to face is performance. 
If you are able to agree the data freeze and data catch up management around a 
20 day delta process then that is OK. On many of our projects, we found that 
was difficult to agree with the business and stake holders so we developed the 
Customer Move Tool.

The Remedy API is great at a number of things, but bulk data migration is not 
among them. Using RRRchive, it previously took us over thirty days to 
accomplish a full data migration from a full copy of a Production system. After 
that migration, we then had to perform multiple delta migration runs leading up 
to go-live. The inherent limitation of the Remedy API has been recognised by 
BMC, and for the DDM product, some Forms like Audit and Worklogs are now 
migrated at the database level.

The CMT Tool has a number of advantages over other tools currently available;
 1. Moves data at the database level - we are typically able to move an entire 
ITSM application within a single day, rather than several weeks. The final 
delta migration for the Production cutover is less than an hour.
 2. Automated discovery and analysis - CMT will discover a Remedy application 
including customizations and map the data. Any discrepancies like mismatched 
field lengths, missing enums or missing fields are identified and presented in 
the CMT Workbench web UI. This is a distinct advantage over other tools, which 
require you to mess about with XML files and will not automatically identify 
differences or pick up customisations. For a lightly customised system we would 
typically be ready to move data within a couple of days - which believe me 
compares very favourably to the effort expended in previous upgrade projects 
I've been involved in!
3. Relationship Aware – while other tools migrate on a simple form-by-form 
basis, CMT builds a data model of your Remedy application which it uses to 
migrate data.. This opens up a number of capabilities such as being able to 
migrate individual ITSM companies between Remedy systems, consolidating 
multiple Remedy systems into a single multi-tenancy system, performing 
archiving of data during data migration, etc.
4. Flexible and Powerful Mapping and Transformation– using the CMT web user 
interface you have full control over the way data is migrated and can transform 
and map data to handle a range of scenarios, including populating new fields 
with defaults, transforming Product Catalog data, selectively mapping data to 
new Forms, fields or entities.

Finally CMT handles data deletions, has outstanding exception management (no 
more searching through log files) and very good operational capabilities Please 
let me know if you'd like to discuss this further 
(sean.harries@alderstone,commailto:sean.harries@alderstone,com) or you could 
sign up for one of our webinars at http://alderstone.com/cmt-events/

Cheers
Sean

Sean Harries
Alderstone Consulting Ltd

Revolutionise your management of BMC Remedy ITSM Services with 
CMThttp://alderstone.com/cmt/

Mobile: +44 (0)7976 558048tel:%2B44%20%280%297976%20558048
Skype: seanharries
MSN: seanharr...@alderstone.commailto:sean.harr...@alderstone.com
e-mail: sean.harr...@alderstone.comhttp://sean.harr...@alderstone.com/
Linkedin: http://www.linkedin.com/in/seanharries


On 17 November 2014 18:14, Jarl Grøneng 
jarl.gron...@gmail.commailto:jarl.gron...@gmail.com wrote:
**
Hi

We'r  in the same process. 150Gb data, estimated 20 days in initial transfer 
using rrrChive. Nest load will take next to nothing.


--
J

2014-11-15 8:10 GMT+01:00 Kiran Patil 
kiranpatil@gmail.commailto:kiranpatil@gmail.com:
**
Hi All,

We are doing upgrading customer Remedy 7.5 to 8.1
Here is background -
1. Customer has 750GB-800GB transnational data of Incident, Change, Problem.
2. We are not doing in-place or staged In-Place upgrade. We will implementing 
new 8.1
system and migrating data from Remedy 7.5 to Remedy 8.1.
3. Core Req:
  1 -  Customer wants all historical data to be migrated into 
Remedy 8.1 along with
work logs (with attachments), Related other tickets, task, 
SLA, Approvals   

Re: how fast could that be?

[Terje Moglestue]

I have used ARUtilities for years. It is a excellent tool when digging into 
ITSM code.

Looking at the inconstancies in terms of field names, IDs, field definitions, 
dead code and more is scary.  Moving from one generation to the next you can 
see that things have changed. At times, I have reported my findings to BMC 
Support. It just takes too long time to report this. It is very depressive to 
see that these consistencies are hardly fixed. Now and then, these 
inconstancies generate a bug or two. Then they are getting fixed if you are 
lucky. What can I say - I still base my livelihood around ARS. 

It would be interesting to see what happens with the next-generation  ARS 9 and 
ITSM 9. If the next generation is going to be a re-design or core 
architecture - I would expect the code the ITSM code to be built from scratch. 
I am just guessing here - if that is the case - it would be a great opportunity 
to fix this (and introduce new once).

~
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Tuesday, November 11, 2014 6:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: how fast could that be?

Good points Claire, I was surprised at how many internal inconsistencies I 
found when I started diving into the ITSM code. Just yesterday I was setting up 
an ETL to get data into our data warehouse and we failed on one field, it turns 
out that the developer had set the database name of the field to Descrition 
and that missing letter p makes all the difference. I was frustrated by Product 
Name and Model actually being the same data in different forms at first, I'm 
sure there are a lot more easter eggs to be found.

Zee, I would suggest starting with something simple and reading the logs. Turn 
on all logging then resolve an incident for example. Go through the log to see 
if you can tease out what actually happened after you clicked the save button. 
That seems to be as good a starting point as any.

-Rick

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, November 11, 2014 8:57 AM
To: arslist@ARSLIST.ORG
Subject: Re: how fast could that be?

The scary thing is all those years of experience don't prepare you for the 
nightmare that is ITSM 7.6.04 (can't say anything about any newer version).  
Get an application like  ARUtilities and plug in a field ID.  See how many 
different ways throughout the application they use the ID with different names 
and specifications.  Sometimes 35 characters, sometimes 60, sometimes a 
dropdown menu and sometimes a selection list.  It is painful!  

Site, Site Group and Building are the same field!  Enjoy!

Don't let anyone fool you into thinking it is an easy application.  Overlays 
don't make life any better and sadly, support is catch as catch can.  You 
either get someone really good who can think or you get someone who is strictly 
reading from their decision trees and scripts.

Last night and I got a good one!  Thank goodness!  

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Zee Remshab
Sent: Tuesday, November 11, 2014 8:27 AM
To: arslist@ARSLIST.ORG
Subject: how fast could that be?

dear listers,

say you have +15 years in the IT, many years as DBA/sys admin/web admin + 
several years on BMC Remedy but only ARSystem and haven't opened yet the ITSM 
objects in the Dev Studio.
How long could that take to get the hand on the ITSM modules and be capable of 
writing basic workflow ? I don't need an precise figure, just some random 
comments/thought would be very much appreciated. But no jokes please.
Very best regards
zee remshab


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Re: Smart IT install

[Terje Moglestue]

I am about too! I am thinking of setting this up in our test environment. The 
question is – a separate VM server – or use on of the VM mid-tier servers? I 
have not done my normally home work – looking at available documentation. What 
do you guys recommend? With a separate WM server – I can just kill it (If the 
client is not happy.)

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Tuesday, October 21, 2014 2:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT install

**
Anyone try it on top of MyIT 2.0?

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Monday, October 20, 2014 9:12 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: [arslist] Smart IT install

**

After attending BMC Engage and getting gitty over Smart IT, we installed it on 
one of our sandboxes.  Pretty easy install...  Still a work in progress but 
excited about what's to come.
_ARSlist: Where the Answers Are and have been for 20 years_

Click 
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Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)

[Terje Moglestue]

SmartIT looks really cool. I am well impressed of what I have seen and picked 
up. Looking forward to install and take a close look.

Free or not – it would be good to have that clarified (before I am telling too 
many customers about the new product.) More important expected implementation 
time. I assume all the small print and juicy details will be available over the 
next couple of weeks.

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Wednesday, October 08, 2014 3:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which 
is compatible back to ITSM 7.6.04 SP2…..

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi
Sent: Tuesday, October 07, 2014 9:10 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

**
I like it, it appears cool.
however... it costs extra. Unless I am wrong..
I think personally it should just come with the product, and it helps with the 
compatition - SNOW
My opinion

On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug 
doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote:
**
BMC and the Remedy ITSM team are pleased to announce our next generation Remedy 
IT Service Management experience, Remedy with Smart 
IThttp://www.bmc.com/it-solutions/remedy-smart-it.html.

Smart IT provides Remedy users an entirely new experience! An experience that 
is intelligent, mobile and beautiful.

Intelligent Interactions:

More insight, less effort. Formless interactions and data-driven insights make 
for a more productive and knowledgeable staff.

Beautiful Experience:

More functionality. Fewer clicks. Faster learning and higher user adoption 
provide better customer satisfaction with a modern user experience.

Mobile First:

Same service desk, any device. Get responsive service delivery from anywhere. 
Always up to date with instant access even while remote.

Collaborative Knowledge:

Real-time, every time. Embrace a new paradigm where knowledge is enabled not 
only by articles, but through instant service desk collaboration.

To read more information on how to get started with Remedy with Smart IT follow 
this 
linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0.

The Remedy ITSM team is excited to be a major part of this year’s BMC Engage 
user conference. We understand that not everyone can join us in-person at 
Engage.  However, you can still learn about Smart IT from the comfort of your 
own desk or home as we bring the Remedy @ Engage experience to you via live 
streaming video. Key members of the Remedy team, including Robin Purohit - ITSM 
President, will host a special, live session at noon EST on October 15th 
introducing Remedy with Smart IT.

Register here to join the BMC Remedy 
teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html 
as we celebrate the release of this fantastic new Remedy experience that 
provides every customer a smarter service desk.



Although this particular announcement is focused on the packaged applications, 
there is a lot going on with the platform as well.  All of the work that is 
being done to enable the new Smart IT approach is being done within the 
platform and will therefore be available for anyone doing customizations or 
building custom applications.  All changes in the AR System or mid-tier will be 
available in an upcoming release.  And work is under way to further expand 
access to the mobile interfaces that are being introduced.

There will be a number of discussions at Engage around some of the new 
capabilities both short and longer term that are coming to the platform that 
enable the Smart IT improvements and that will be available for custom builds 
and customization/extension of the applications as needed.  There are some 
pretty interesting things coming in the next couple of releases to assist with 
customizations and significantly simplifying
merging your changes with ones that BMC is making and with adding capabilities 
to make your custom application that much more powerful.


Regards,

BMC  Remedy Teams

_ARSlist: Where the Answers Are and have been for 20 years_



--
Patrick Zandi
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Re: Support Groups: Best Practice?

[Terje Moglestue]

Susan,

LJ is correct.

BMC ITSM is known to send out too many notifications. The last thing you want 
to do is to notify support staff incorrectly. Most support staff I have worked 
with will then quickly just ignore notification sent my BMC.

Auto assignments are one on the best figures with BMC ITSM. There is no need 
for a one-to-one relationship between products and support group. One group 
might support only one product, anther group might support ten products. Look 
at how the teams are working. Create your support groups based on team names, 
regions, shifts, product groups, technology, or something else. 35 teams might 
be correct! You might end up with 20 or 40 teams? Create the support groups 
based on how the support staff is organized. Configure your assignments where 
you map ticket/requests details with support group. Then put you engine too 
work.

At times it is useful with a “Microsoft Office 1line”, “Microsoft Office 2line” 
and “Microsoft Office 3line”.  The first line are responding to and solving as 
many tickets they can. If they cannot resolve – they manually to 2line. If I am 
member of 2nd and 3rd line there are no need for me to be notified for 
everything coming into 1st line.

Personally “I hate notifications”;. as a BMC Remedy developer / consultant I do 
whatever I can to reduce the of notifications sent out. Mass notifications are 
just pissing people of. The email/notification are not getting read. If you got 
the group balance right (number of groups), group membership right (support 
staff member of different group) your notifications should then be more 
targeted to the correct people. This is what you want!

You might also want to look at other methods of notifications. Reading and 
responding to email are often not the best way of creating and efficient 
helpdesk.

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, July 08, 2014 3:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Support Groups: Best Practice?

**
Susan,
I can't speak specifically to ITSM Support Groups, because I don't run 
ITSMbut sometimes what is best for the user is not best for the 
administrator.  From what you have described, they want 35 support groups for 
better granularity of responsibilities, and of course, not all 30 members would 
be in all groups.

As a user, I can tell you that receiving emails that are of no relevance to me, 
that force me to look at them to figure out if it applies is a painbut then 
again...the users could create rules to auto-delete the ones that don't apply 
to themI don't know...it's truly up to you...but the more granular groups 
may allow for better end reporting of issues :)

On Tue, Jul 8, 2014 at 8:18 AM, Champagne, Susan 
schampa...@hsnsudbury.camailto:schampa...@hsnsudbury.ca wrote:
**

Hi folks,

I'm looking to get some advice on what the best practice is regarding Remedy 
support groups. I have a group of 30 support staff members, who support many 
different applications, and many individual modules in some applications. They 
are asking that I create individual support groups for each area of support. 
This would be 35 support groups. Originally, when we built the system in 2009 
(7.0.03), we had one support group for these people, but we used the Assign to 
Individual practice, which is becoming increasingly more difficult as the 
group grows and as their support model grows. We are now at 7.6.04.

I am looking at suggesting that we leave them in one support group, and I would 
add the Product Name field to the assignment notification message, allowing 
them to determine if the assignment is for them or not. My dilemma is on how to 
convince them that this would be the best way to proceed.

Your input on this matter would be most appreciated.

Thank you,
Susan Champagne



The information contained in this e-mail and document(s) attached are for the 
exclusive use of the addressee and may contain confidential, privileged and 
non-disclosable information. If the recipient of this e-mail is not the 
addressee, such recipient is strictly prohibited from reading, photocopying, 
distributing or otherwise using this e-mail or its content in any way.
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Re: Support Groups: Best Practice?

[Terje Moglestue]

Susan,

I find it difficult to understand why you want all support user should be 
member of all teams. If the support staff got unlimited access - they can still 
search all tickets. A support engineer can only modify tickets assigned to a 
group where he is a member. Is this the reason why you want all support members 
to member of all groups? Are every support engineer working and updating the 
tickets across all the support groups?

A support group performance is normally done based on all the ticket assigned 
to their groups and how quickly the close these tickets. OLA agreements can be 
made to measure the group or individual performance.

Reporting can be done on any criteria you want. Product Name, Region, Customer, 
Support Group.

Are ticket manually assigned to individuals or are you the round-robin or 
capacity assignment using auto assignment to individuals? Who creates the 
tickets? Are they created by the customer using the SRD? Or are they manually 
created and manually assigned by a dispatcher? There are so many alternatives - 
and so difficult to give any useful advice. How advanced or mature is your help 
desk? Are all the agent working within the same time zone? Are you working as 
teams?


-It is very common to allow the assignment engine auto assigned the 
ticket to different groups - no individual assignment.

-Every member of the group is then monitoring unassigned tickets within 
their console / groups. The support engineer then picks up unassigned tickets. 
The first thing they do is to assign the ticket to themselves - before the 
start working on the ticket. Every member or the group is then taking their 
turn.

-You could have an incoming support group or a front line. Tickets 
are then auto assign to this group. Tickets are then manually reassigned to 
groups / individual as they start working on the ticket. Everyone is then 
member of the incoming support group but they work in different teams and 
reassign the ticket to their group based on skill set, product, location or 
something.

With this set up I am really struggling to understand why need to be member of 
all the groups? We got the shift functionality and more.

I think I stop there - it is getting late in London. Good luck!
~
Terje







From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Tuesday, July 08, 2014 5:24 PM
To: arslist@ARSLIST.ORG
Subject: Re: Support Groups: Best Practice?

**
Hi Tim,
The end goal, from the requester's view, is to eliminate the currently set 
process of Assignment to Individuals. I am in total agreement of getting to 
this end result; it's just that I feel we could/should accomplish this end 
result in a different manner. The manager of the group wants to have the 
ability for his users to be able to filter the Overview Console, to show only 
incidents assigned to the groups they select. As I mentioned earlier, each 
individual (30 people) will be in each support group (35 groups). I really 
hoped I could convince them to use the Product Name as a sorting option in the 
Overview Console, instead. The reporting could also be done on the Product Name.

Susan Champagne

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: July-08-14 12:06 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Support Groups: Best Practice?

**
What is the end goal of this request? WHY are they wanting 35 groups? Knowing 
the desired result might help guide some of our thoughts and responses.

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Champagne, Susan
Sent: Tuesday, July 08, 2014 10:19 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Support Groups: Best Practice?

**

Hi folks,

I'm looking to get some advice on what the best practice is regarding Remedy 
support groups. I have a group of 30 support staff members, who support many 
different applications, and many individual modules in some applications. They 
are asking that I create individual support groups for each area of support. 
This would be 35 support groups. Originally, when we built the system in 2009 
(7.0.03), we had one support group for these people, but we used the Assign to 
Individual practice, which is becoming increasingly more difficult as the 
group grows and as their support model grows. We are now at 7.6.04.

I am looking at suggesting that we leave them in one support group, and I would 
add the Product Name field to the assignment notification message, allowing 
them to determine if the assignment is for them or not. My dilemma is on how to 
convince them that this would be the best way to proceed.

Your input on this matter would be most appreciated.

Thank you,
Susan Champagne



The information contained in this e-mail and 

Re: Set Month End Date

[Terje Moglestue]

Karthick,

It is years since I have done this type of calculations.

In your example I would find the first day of the next month and then just take 
minus one day. The outcome would the last day of the month you are in.

~
Terje



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, May 07, 2014 8:50 AM
To: arslist@ARSLIST.ORG
Subject: Set Month End Date

**

I need to Set a Month End Date in a field Called Due Date. Please find the 
below.



Example: Ticket created Date is 7/05/2014 12:00:00 AM and the Due Date should 
have 31/05/2014 11:59:59 PM. it should automatically calculate or populate the  
Month End  Date in Due Date field.





I have used this condition ($DATE$ + 43200) + (86400 * 31)) - (86400 * 
DAY((($DATE$ + 43200) + (31 * 86400) - (3600 * HOUR((($DATE$ + 43200) + (31 
* 86400) + (DAY($DATE$) * 86400)) - 1, Which given me the Due Date as 
7/06/2014 11:59:00 PM.



Can any one help me on this, Please.
_ARSlist: Where the Answers Are and have been for 20 years_

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SRM:WorkInfo -- HPD:WorkLog 7.604

[Terje Moglestue]

ITSM 7.604SP2
ARS 7.605SP2

I am getting blind here.

I am trying to implement a simple change what would allow the requester to 
update the incident by email when the incident is in status resolved. We are 
using SRM - so the ticket is identified by the REQ0 number. By sending an email 
a new work log is created.

Simple change I would say!

I made a change to filter:
RBE-Transaction.S210-ValidateforClosedIncidents
And
RBE-Transaction.S210-ValidationforClosedRequests

By removing Status = Resolved from the qualification resolved tickets are 
no longer classified as closed. Perfect! This simple change allowed a new work 
log to be created in SRM:WorkInfo. On the incident side - no new work log is 
created in HPD:WorkLog. Why? It must be a qualification somewhere - rejecting 
the work log being created since the incident status is resolved. BMC Software 
- why make it some complicated. Any advice?

Thanks,
Terje

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Fault Dev Studio 8.1, create Drop-Down field?

[Terje Moglestue]

Is this a fault? It should be easy to reproduce.
I got a OOB form where overlay is already created. I then want to create a new 
Selection field that is not in any view. Here is how I do it:

-Open form where the overlay is created.

-Right click on the default view. Select Create a New Field, In No 
View and Selection Field.

-The new field is created. I fine the new field using the Outline. 
Click on Attributes, Selections to update the valid Selections.

-The Selection dialog pops up with one record Default 1.

-I now want to change the Selection Value and the Alias. I click on the 
'Default 1' in the Selection Values column. This allow me to update the value.

-Click on the Alias is impossible. I can click - but nothing happened. 
I am unable to change the Alias value.

-I can add a new selection. Same time.
Using the menu Form, Create a New Field, In No View. Same thing.
Let's try to create a new field within the current view. Well the option is 
there - but the different field types are all disabled. Is the overlay corrupt?
I am working in Best Practice Customization Mode.
Regards,
Terje


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Re: Status and Assignment LOg

[Terje Moglestue]

Naha,

I normally create an audit form with the following fields:

Record, Submitter, Audit, From, To, Timestamp

Records: Is reference to the ticket or record I am auditing.
Submitter: The person who made the change.
Audit: What you are auditing. This is a character field and could hold the 
value, Status, Assigned Group, Priority
From: Is the old value
To: Is the new value.
Timestamp: When the change took place.

It could then look like this:
INC1, Paul, Status, Assigned, Pending,
INC2, Paul, Status, Pending, In Progress
INC5, Ann, Assignee, Peter, Paul
INC1, Paul, Priority, High, Medium

The table grows quickly, correct indexing and field definition are important. 
You can quickly make very good reports of this table. You then need to create 
filters that feeds the audit table on submit and on modifications. If I 
remember correctly I also added a few control fields - it all depends on the 
requirements.

It is a few years since I did this now - it is very simple - and works very 
well. You also need to take a look at the audit functionality that comes with 
ARS System. If you use the audit system that comes with AR System there are no 
need to create the filters that feeds the audit table. It will do it for you.

Good luck,
Terje
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal
Sent: Thursday, March 06, 2014 5:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Status and Assignment LOg

**
Thanks for the reply.
I saw Audit Style in HPD:Help Desk form for my application is set as Log 
Style, and therefore changed field values are stored in Log field of Audit Log 
Form.
I need to show following Incident history to user -
From StatusTo Status  From Group To Group Start DateEnd Date

I think, If I changed Form Audit Style to Form Style, then alos I can not get 
above information straightforward.
If anyone has also fulfilled same requirement, then please suggest me for the 
approach to follow.
Regards
Neha



On Thu, Mar 6, 2014 at 7:00 AM, andres tamayo 
cycom...@gmail.commailto:cycom...@gmail.com wrote:
**
maybe audit log forms can help you with your requirement. first you have to 
check if you have put the right audit configuration based on the fields you 
want to keep record.


2014-03-05 20:16 GMT-05:00 Neha Khandelwal 
jbpn...@gmail.commailto:jbpn...@gmail.com:
Hi List,

Can you please assist me in below issue?

Is there any form in BMC Remedy ITSM 7.6, which holds past history of HPD:Help 
Desk
I mean  form which stores,
1. Current and previous status
2. Current and previous assignment information.

I found in Assignment Log form only information related to assignment is 
available, but not the Status information.

Regards
Neha Khandelwal
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Re: Status and Assignment LOg

[Terje Moglestue]

Neha,

Personally I don't like how BMC makes audits. Even the new audit that was 
introduced some time ago - is not on the top on my list.

What I suggested is very simple - (and old fashion if you ask AR System 
developers). I like it because it works, fast to develop, can be a stand-alone 
functionality, you can make very good report out of it, and you can audit 
almost anything you want,

It you include InstanceID within the audit can quickly create a table field 
within HPD:Help Desk that shows changes that is important for you. I find the 
existing audit within ITSM 7, 7.5, 7.6 and 8.1 difficult to read when acting as 
a support engineer/manager. A classical audit log will solve this.

Any impact? Not really - except for the classical argument - you must use 
out-of-the-box functionality - no customisations are allowed. If you build it 
as a standalone it should not stop you from any upgrades of BMC. If you got 
individuals who makes reports they would love. We made audits like this going 
back to the old release of AR System.

Regards,
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal
Sent: Thursday, March 06, 2014 3:03 PM
To: arslist@ARSLIST.ORG
Subject: Re: Status and Assignment LOg

**
Thanks Terje, Now I have got right direction to move on.
I am using BMC Remedy ITSm 7.6. As per your approach I believe, I need to move 
my Audit style to Form (Currently it is set as Log) on HPD:Help Desk form.
Is there any impact if audit style gets chnaged in HPD:Help Desk form, when all 
past Incident auditing is stored in Log form.
Regards
Neha Khandelwal

On Thu, Mar 6, 2014 at 3:17 PM, Terje Moglestue 
te...@mogle.commailto:te...@mogle.com wrote:
**
Naha,

I normally create an audit form with the following fields:

Record, Submitter, Audit, From, To, Timestamp

Records: Is reference to the ticket or record I am auditing.
Submitter: The person who made the change.
Audit: What you are auditing. This is a character field and could hold the 
value, Status, Assigned Group, Priority
From: Is the old value
To: Is the new value.
Timestamp: When the change took place.

It could then look like this:
INC1, Paul, Status, Assigned, Pending,
INC2, Paul, Status, Pending, In Progress
INC5, Ann, Assignee, Peter, Paul
INC1, Paul, Priority, High, Medium

The table grows quickly, correct indexing and field definition are important. 
You can quickly make very good reports of this table. You then need to create 
filters that feeds the audit table on submit and on modifications. If I 
remember correctly I also added a few control fields - it all depends on the 
requirements.

It is a few years since I did this now - it is very simple - and works very 
well. You also need to take a look at the audit functionality that comes with 
ARS System. If you use the audit system that comes with AR System there are no 
need to create the filters that feeds the audit table. It will do it for you.

Good luck,
Terje
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Neha 
Khandelwal
Sent: Thursday, March 06, 2014 5:10 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: Status and Assignment LOg

**
Thanks for the reply.
I saw Audit Style in HPD:Help Desk form for my application is set as Log 
Style, and therefore changed field values are stored in Log field of Audit Log 
Form.
I need to show following Incident history to user -
From StatusTo Status  From Group To Group Start DateEnd Date

I think, If I changed Form Audit Style to Form Style, then alos I can not get 
above information straightforward.
If anyone has also fulfilled same requirement, then please suggest me for the 
approach to follow.
Regards
Neha



On Thu, Mar 6, 2014 at 7:00 AM, andres tamayo 
cycom...@gmail.commailto:cycom...@gmail.com wrote:
**
maybe audit log forms can help you with your requirement. first you have to 
check if you have put the right audit configuration based on the fields you 
want to keep record.

2014-03-05 20:16 GMT-05:00 Neha Khandelwal 
jbpn...@gmail.commailto:jbpn...@gmail.com:
Hi List,

Can you please assist me in below issue?

Is there any form in BMC Remedy ITSM 7.6, which holds past history of HPD:Help 
Desk
I mean  form which stores,
1. Current and previous status
2. Current and previous assignment information.

I found in Assignment Log form only information related to assignment is 
available, but not the Status information.

Regards
Neha Khandelwal
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Re: Unable to set server side logging....ARS 7.604

[Terje Moglestue]

Folks,

I have had this fault now and then and mostly got around by clicking Apply, OK 
and re-open the server setting window. At one point I tried to change the path 
name to d:\temp\tm_v1.log. I normally use very short file name - over the years 
that have solved a few issues.

Good to know - that it was not me getting barmy over this issue and others 
confirmed that there is a fault. It feels like one of those faults we will live 
with for a long time. :-(

Thanks for the advice and suggestions,
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, March 04, 2014 8:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Unable to set server side loggingARS 7.604

Hi,

The JVM would not be involved at all in setting the server side log path.

The standard path for the logs in Windows is something like C:\Program 
Files\AR System\Server\Db\. It is just no way that these kind of paths would 
have a problem working.

Ok instead of Apply just adds the close of the Windows. It is the same thing as 
pressing Apply and then closing the Window manually.

Best Regards - Misi, RRR AB, http://rrr.se

 LJ suggested the use of the Ok button instead of Apply - try that. I 
 had never noticed that bug, but if LJ says there is a bug around that, 
 it must be true.

 If it does not work even after suggestions he gave, try using short 
 DOS file names in the path (8 character names) instead of the full windows 
 file name.
 I recall one version of Java had a problem with windows file names 
 when starting the JVM. It could potentially be that issue where the 
 JVM supporting the administration plugin, does not recognize windows 
 full file names.

 Cheers

 Joe

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
 Sent: Monday, March 03, 2014 8:18 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: Unable to set server side loggingARS 7.604

 @Misi Thanks. This is what I have tired. Change the file name, hit apply.
 (The file names are then reset.) Close the window. Go back to server 
 information, log file tab, the file name are still the old names and 
 not what I changed it to.
 At one point I deleted the files on the server. Re-opened the server window.
 It allowed me to start logging but it did not allow me to change the 
 file names.

 Strange .

 You have to do it on all servers! My understanding with server 
 groups - is that you can only have one admin server. The config 
 settings is then executed and the config settings are then hold on the 
 admin server. Config settings on none-admin servers within a server 
 groups are then ignored. The config setting on the none-admin servers 
 will only apply when/if the server takes out of the servers group. 
 This made me think that the issue I got is related to the server group 
 settings.

 What am I missing?

 @Joe. AR Server is started with a windows account with admin right to 
 the servers. The user got full access and the permissions needed.

 Thanks,
 Terje

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
 Sent: Monday, March 03, 2014 12:44 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Unable to set server side loggingARS 7.604

 Hi,

 This is not related to server groups, but you have to do it on all servers.

 When you change the name of a log file and press Apply, it is stored 
 to the server, but if you then uncheck and press Apply again, the 
 log file name reverts back to the original value. I think it has 
 somehow been stored on the client side.

 The solution is to close and reopen the Server Information form 
 between each Apply.

 Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 
 2011)

 Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
 * RRR|License - Not enough Remedy licenses? Save money by optimizing.
 * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
 Find these products, and many free tools and utilities, at http://rrr.se.

 I have seen this issue a few times on our test servers. When setting 
 server side logging (Admin Console, Server Info, Log Files), I am 
 updating the log file name, apply the logging I want, this time I am 
 after API and SQL, then pushing Apply. The file names are reset to 
 old valued and server side logging I applied are dis-applied. In 
 other words the server sill not accept my request for server logging. 
 Is this a sign that the server groups are incorrectly configured? 
 With server groups one server is the main server or the admin server. 
 Is this
 the fault?

 Windows 2008 Servers
 ARS 7.604SP2
 Server groups with the two servers.
 Load balancer.

 Thanks,
 Terje


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Unable to set server side logging....ARS 7.604

[Terje Moglestue]

I have seen this issue a few times on our test servers. When setting server 
side logging (Admin Console, Server Info, Log Files), I am updating the log 
file name, apply the logging I want, this time I am after API and SQL, then 
pushing Apply. The file names are reset to old valued and server side logging I 
applied are dis-applied. In other words the server sill not accept my request 
for server logging. Is this a sign that the server groups are incorrectly 
configured? With server groups one server is the main server or the admin 
server. Is this the fault?

Windows 2008 Servers
ARS 7.604SP2
Server groups with the two servers.
Load balancer.

Thanks,
Terje


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Re: Unable to set server side logging....ARS 7.604

[Terje Moglestue]

@Misi Thanks. This is what I have tired. Change the file name, hit apply. (The 
file names are then reset.) Close the window. Go back to server information, 
log file tab, the file name are still the old names and not what I changed it 
to.
At one point I deleted the files on the server. Re-opened the server window. It 
allowed me to start logging but it did not allow me to change the file 
names.

Strange .

You have to do it on all servers! My understanding with server groups - is 
that you can only have one admin server. The config settings is then executed 
and the config settings are then hold on the admin server. Config settings on 
none-admin servers within a server groups are then ignored. The config setting 
on the none-admin servers will only apply when/if the server takes out of the 
servers group. This made me think that the issue I got is related to the server 
group settings.

What am I missing?

@Joe. AR Server is started with a windows account with admin right to the 
servers. The user got full access and the permissions needed.

Thanks,
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, March 03, 2014 12:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: Unable to set server side loggingARS 7.604

Hi,

This is not related to server groups, but you have to do it on all servers.

When you change the name of a log file and press Apply, it is stored to the 
server, but if you then uncheck and press Apply again, the log file name 
reverts back to the original value. I think it has somehow been stored on the 
client side.

The solution is to close and reopen the Server Information form between each 
Apply.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 I have seen this issue a few times on our test servers. When setting 
 server side logging (Admin Console, Server Info, Log Files), I am 
 updating the log file name, apply the logging I want, this time I am 
 after API and SQL, then pushing Apply. The file names are reset to old 
 valued and server side logging I applied are dis-applied. In other 
 words the server sill not accept my request for server logging. Is 
 this a sign that the server groups are incorrectly configured? With 
 server groups one server is the main server or the admin server. Is this the 
 fault?

 Windows 2008 Servers
 ARS 7.604SP2
 Server groups with the two servers.
 Load balancer.

 Thanks,
 Terje


 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 Where the Answers Are, and have been for 20 years


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Re: Not all objects exported from Packing List - Dev Studio 8.1.0

[Terje Moglestue]

@Michelle - I am running Dev Studio 8.1.00, Build Date 25th January 2013

@Vincent - Thank you for the link. It sounds like this is a known bug. I have 
seen the fault a few times. When you export a packing list you just except it 
to hold all the object. Sadly I think I migrated a packing list or two to live 
before I found out. Spent some time tracking down the missing modified objects 
on live before I found the fault.

@Misi - Your utilities - I like them more more. 

Thanks,
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lucero, Michelle
Sent: Friday, February 28, 2014 4:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Not all objects exported from Packing List - Dev Studio 8.1.0

Hi, Terje:

We've also reported the same issues with packing lists in ARServer/Dev Studio 
8.1.0.  However, since loading Dev Studio 8.1.0 hotfix build date: November 13, 
2013 the count seems to be OK now...so far.
Is your build date January 2013 or 2014?

Michelle

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Thursday, February 27, 2014 6:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Not all objects exported from Packing List - Dev Studio 8.1.0

Hi,
Vincent Riedweg has found one answer to this:

https://communities.bmc.com/docs/DOC-25292
 
Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: 27 February 2014 20:29
To: arslist@ARSLIST.ORG
Subject: Re: Not all objects exported from Packing List - Dev Studio 8.1.0

Hi,

I have seen this many times, and I have not been able to grasp exactly what 
makes it happen.

I even created my own utility to export packing lists, and it never fails.
Something within the Developer Studio seems to be at fault.

rrrExportDef.exe -packlist xxx server tcp user pw xxx.def

For those intersted, you will find it at:
https://rrr.se/cgi/tools/main?tool=rrrExportDef

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Ask the Remedy Licensing Experts (Best R.O.I. Award at WWRUG10/11/12/13):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 Terje,

 When exporting the Packing List, did you select Content from the 
 Add Items with Related Property menu?

 Thank you,

 Sandra Hennigan
 Remedy Developer

 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
 Sent: Thursday, February 27, 2014 12:05 PM
 To: arslist@ARSLIST.ORG
 Subject: Not all objects exported from Packing List - Dev Studio 8.1.0

 **
 Folks,

 I created a packing list holding 15 objects: 1 Filter, 4 Active Links 
 and 10 filters. The objects are a mix of custom and overlay objects. I 
 am using Best Practice Customization Mode. When exporting the packing 
 list only 8 the objects are exported. Importing the same packing list 
 clearly list only 8 objects? Seven objects did not export. Why?

 Looking at the exported objects, overlay objects are not exported? 
 Why? My form is a overlay object - that got exported - but none of my 
 overlay filters and overlay active links got exported?

 I can easily fix this by exporting the objects manually. What is then 
 the point with the packing list? Is this a fault or am I missing something?


 -BMC Dev Studio 8.1.0, Build Date 25th of January.

 -AR Server 7.604SP2

 -Java 1.6.0_30

 ~
 Terje
 Mogle Partners Limited
 te...@mogle.commailto:te...@mogle.com


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Not all objects exported from Packing List - Dev Studio 8.1.0

[Terje Moglestue]

Folks,

I created a packing list holding 15 objects: 1 Filter, 4 Active Links and 10 
filters. The objects are a mix of custom and overlay objects. I am using Best 
Practice Customization Mode. When exporting the packing list only 8 the objects 
are exported. Importing the same packing list clearly list only 8 objects? 
Seven objects did not export. Why?

Looking at the exported objects, overlay objects are not exported? Why? My form 
is a overlay object - that got exported - but none of my overlay filters and 
overlay active links got exported?

I can easily fix this by exporting the objects manually. What is then the point 
with the packing list? Is this a fault or am I missing something?


-BMC Dev Studio 8.1.0, Build Date 25th of January.

-AR Server 7.604SP2

-Java 1.6.0_30

~
Terje
Mogle Partners Limited
te...@mogle.commailto:te...@mogle.com



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Re: ARS 8.1 Patch 2 crashing due to saving in Dev Studio

[Terje Moglestue]

Does Dev Studio hang or crashes? Any errors?

I have had similar issues where Dev Studio 8.1 Patch 2 becomes unresponsive. I 
am running it as Remote Desktop to one of our development servers. Since no 
errors - I have just left it - it again becomes responsive after 5-10 minutes.

My experience might not be the same as yours - but very similar.
~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, January 27, 2014 3:30 PM
To: arslist@ARSLIST.ORG
Subject: ARS 8.1 Patch 2 crashing due to saving in Dev Studio

**
Good morning,

Has anyone run into an issue with ARS 8.1 Patch 2 where it hangs when making 
certain changes in Developer Studio?  If so, do you have a resolution?  It's 
weird, because for example this morning I hid the Environment field on the Copy 
Change form in ITSM 8.1, and saved it with no issues.  However, when I went in 
to make some customizations to the SRM Survey form, when I saved it Dev Studio 
ended up hanging and I was no longer able to get into the system via either the 
Mid Tier or the User Tool.  This seems to be limited to whenever we make 
changes in dev studio, but if we go live with ITSM 8.1 this is going to be a 
problem as we find and fix all the little defects in the system.  The only iffy 
thing is that we have Development Cache Mode turned on, and I'm thinking of 
testing it with that off to see if it works any better.

I plan to open a ticket with BMC but I don't have a lot of hope since they'll 
ask for log files and I can't find anything in either any of the BMC logs or 
the Windows logs that would give a clue to anything.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed 
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Re: List Tickets That Have Been Reopened

[Terje Moglestue]

Frank,
On the Incident or HPD:Help Desk form there is a field called 'Re-Opened Date'. 
The field is set by workflow. If it hold a value the ticket have been reopened. 
Search for 'Re-Opened Date' != $NULL$ should give you all the reopened tickets.

Regards,
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, January 10, 2014 3:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: List Tickets That Have Been Reopened

You can probably do something where the statushistory.time.resolved field is 
not null and the status is less than resolved.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Friday, January 10, 2014 9:51 AM
To: arslist@ARSLIST.ORG
Subject: List Tickets That Have Been Reopened

ITSM 764 sp2

Is there way to query for Incidents that have been reopened? I can get the list 
of Incidents that have been reopened and are currently still unresolved but 
need to be able to get all tickets, regardless of current status, that have 
been reopened.

Thank you

Frank Caruso

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Re: BMC ITSM 7.6.04 SP2 and Mid-Tier 8.1?

[Terje Moglestue]

Frank,

Did you get these issues resolved?

Can you share some of your experience with ARS 7.604 SP2, ITSM 7.604SP2 and 
Mid-Tier 8.1SP2.

Thanks,
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Tuesday, November 12, 2013 12:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC ITSM 7.6.04 SP2 and Mid-Tier 8.1?

We are running ITSM 764sp2, ARS 764sp2 and just upgrade to Midtier 8.1sp2 hot 
fix. 
Weblogic 10; everything is RHEL 64bit

- Performance has been better.
- Issues with SRM not showing fields with menus - still researching with BMC.
- Before applying hotfix table columns could not be resized or rearranged.

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Re: Stop Clock on Incident

[Terje Moglestue]

Neha,

Stop the clock term used when you defined your SLA's and OLA's. Within the 
'Measurement Criteria' for the SLA you can define when the clock should stop 
'Stop When' and within the 'Exclude' field you can define what you want to be 
excluded. Some people call this Stop the Clock. For example you can set 
'Excluded' to 'Status'= Pending. This means the SLA Clock has stopped when 
the ticket is in status Pending. You can make it more complex and include the 
status reason within your statement.

From the Incident itself there are no button or function to stop Stop the 
clock. It is defined by the SLA that will attached the ticket.

~
Terje 


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Neha Khandelwal
Sent: Tuesday, December 10, 2013 6:06 AM
To: arslist@ARSLIST.ORG
Subject: Stop Clock on Incident

Hi List,

Can you please assist me again on below issue?

Is there any process or mechanism on Incident, to stop the clock and reactivate 
it again?
My purpose is to move the Incident into special Status Reason value. Till the 
time Incident is in that Status Reason, clock should be stopped for Incident, 
means this particular time should not get calculated in Incident open or 
working time?

Has anyone worked on this secanrio, then can please assist me?

Regards
Neha Khandelwal

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Re: Strange behavior of the forms

[Terje Moglestue]

Andrey,
I have done plenty of work within 7.6.04. With control fields you mean hidden 
fields on forms related to ITSM? I have never seen what you describe. The first 
thing that come to my mind is with larger developer teams could some of the 
other developers have moved a field or two?

~
Terje

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Andrey Blednykh
Sent: Monday, December 09, 2013 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Strange behavior of the forms

**
Hi, everyone,

We have a problem when we work with ITSM (ARSystem 7.6.04). From time to time 
some of controls move from one place to another on the form. which reason 
could be of this behavior? When we try to flush cache and it helps to solve 
problem for one group of movements but it causes another...

Thanks in advance,
Andrey.
_ARSlist: Where the Answers Are and have been for 20 years_

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Business Object Universe and 7.6.04 SP2 Overlay

[Terje Moglestue]

Folks,

It might be my lack of understanding or knowledge on the use of Business Object 
and their Universe. Our Business Object team just told me that they are having 
some data issues related to some of their reports. More correctly some of the 
users are reporting that the data reported in incorrect. A quick look at the 
data confirms that Business Objects Universe is ignoring the BMC Overlays.

Is this correct? Do we really need to manually update Business Object Universe? 
Have I lost out on something here? A few new Status Reasons has been created on 
HPD:Help Desk. The new reasons are completely ignored by BO Universe. Is this 
correct? I would expect that there were some code or layer in between that 
fixed this?

A quick check of the SQL code generated by Business Objects:

SELECT DISTINCT FIELD_ENUM_VALUES.enumId, field_enum_values.value AS 
STATUS_REASON
FROM field_enum_values
WHERE field_enum_values.schemaId =
 (SELECT SCHEMAID
  FROM arschema
  WHERE name = 'HPD:Help Desk')
AND field_enum_values.fieldId = 100150

If changed to access the overlay - the related report is correct?
SELECT DISTINCT FIELD_ENUM_VALUES.enumId, field_enum_values.value AS 
STATUS_REASON
FROM field_enum_values
WHERE field_enum_values.schemaId =
  (SELECT SCHEMAID
  FROM arschema
  WHERE name = 'HPD:Help Desk__o')
AND field_enum_values.fieldId = 100150

I would expect this to be fixed or handled by BMC Software. Or am I dreaming?

ARS 7.604SP2
SQL 2008
Windows.

Thanks,
Terje

~
Terje Moglestue
Mogle  Partners Limited




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Re: How to Parse a variable character string

[Terje Moglestue]

Carol,

I assume all text is hold by one field. This can be done several way. There are 
no correct answer. 

Step 1) Use REPLACE and replace the text Manager: with a control character. # 
is a good control character. 
Step 2) Find the position of the control character.
Step 3) Use REPLACE and replace the text Title: with the control character.
Step 4) Find the position of the control character.
Step 5) Use positions found in step 2 and 4, then use RIGHT and LEFT and parse 
out the Managers Name.

If you also want to the Location and the Tile stripped out I would have made a 
guide and made a loop and worked my way down from the top.

Regards,
Terje

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carol Carnevali
Sent: Wednesday, November 27, 2013 2:02 PM
To: arslist@ARSLIST.ORG
Subject: How to Parse a variable character string

Hello,

I am trying to use Functions to parse out the manager's name from a character 
field that will always have the same format (see below) but, of course, the 
manager's name will be different in each case.

Locations: 2 JSQ
Manager: Dowling, John
Title: Contingent Worker

Note that there is a carriage return after the name and before Title.

Can anyone give me the Set Fields actions that would do this?

Thanks.
Carol

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Reopen Incidents in ITSM 7.6.04 SP2

[Terje Moglestue]

There are a few known issues related to the re-open functionality.
What I am trying to do should be very simple - but I cannot get around and 
fully understand how the out-of-the-box functionality is working. The client 
have added a few more fields to the HPD:Helpdesk. When using the out-of-the-box 
reopen functionality I just need to include these new fields within the reopen 
process. Simple! Not that simple - BMC Software have really made a simple 
functionality - very complex. Can someone guide me in the right direction?
Thanks,
Terje


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Track browser and version used to access Mid-Tier

[Terje Moglestue]

I got a request to start track the browser and different versions used by our 
external clients when accessing SRM 7.6.04 SP2. The thinking is the client want 
different pop-up messages based on what they are using and advice the users to 
avoid some browsers and versions.



I cannot see how you can detect the browser and version used with ARS workflow 
only. Develop some external scripts - yes - everything is possible. Anyone done 
something here?



SRM 7.6.04 SP2

ITSM 7.6.04. SP2

Mid-Tier 7.6.04 SP2

Tomcat 6.x

ARS 7.6.04 SP2

Windows Servers



Thanks,

Terje


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How to monitor tomcat?

[Terje Moglestue]

Folks,

This might be slightly off topic but highly relevant for tomcat users out there.

What type of mentoring tools are recommend for tomcat? Our tomcat services 
keeps stop working and our enterprise team need a tool for monitoring. They 
asking if I have used Mulesoft?

http://tomcat.apache.org/tomcat-7.0-doc/security-howto.html

http://www.mulesoft.com/tomcat-security

Running Windows 2008, 64 bits with tomcat 6.

Thanks,
Terje



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Re: MidTier 7.6.4 SP 4 HF 101413 Chrome

[Terje Moglestue]

Well pointed out!

It might be that IE is still the corporate standard out there. I find that IE 
is the corporate standard - but advanced users and tech folks have moved on to 
better things like Chrome.
It would be good if private Brian sorry - BMC could follow the lead and 
support Chrome.

Regards,
Terje Moglestue



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, November 11, 2013 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: MidTier 7.6.4 SP 4 HF 101413  Chrome

While it's not specific to your current issue also be aware that 8.1 Mid Tier 
is less compatible with Chrome as well.  There are quite a few things that 
don't render correctly on my hybrid ARS 8.1/ITSM 7.6.4 environment (but oddly 
seems to work better on my ARS and ITSM 8.1 environment.)  Hopefully as a 
private organization BMC can devote the right resources to making their product 
compatible with what is the most widely used web browser since early 2012.

While they're at it, hopefully they can hire some Android developers too and 
make that the leading platform for their mobile products since it overtook iOS 
quite some time ago.  Not supporting Chrome irritates our I.T. staff and users, 
while not having a clean Android interface or a timely release schedule for 
their Android versions of mobile products irritates management that are 
potentially interested in things like Mobility or MyIT.

Thanks,

Shawn Pierson 
Remedy Developer | Energy Transfer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Monday, November 11, 2013 9:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: MidTier 7.6.4 SP 4 HF 101413  Chrome

It was working on 7.6.4 SP 4  it works on the SP 5 10/18/2013 HF.
Looks like we are just going to upgrade our MidTier to SP5 HF 101813 this week 
to get those people back to working.  The corp standard here is to use IE so 
they will be forced to follow the standards for about a week.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sweety
Sent: Sunday, November 10, 2013 11:20 AM
To: arslist@ARSLIST.ORG
Subject: Re: MidTier 7.6.4 SP 4 HF 101413  Chrome

Was it working before applying hot fix ?

Flush mid tier cache, browser cache, restart tomcat and see if it works.


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BMC ITSM 7.6.04 SP2 and Mid-Tier 8.1?

[Terje Moglestue]

Folks,

My client is running BMC ITSM 7.6.04 SP2 for all components including the 
mid-tier.

MS SQL 2008
ARS server groups.
Mid-tier with load balancer.
Tomcat 6

All server are well configured with memory and processers to hold the load of 
250-400 concurrent users.
All servers are virtual except for SQL.
All servers are 64 bits - Tomcat is running 32 bits.

The tomcat are the mid-tiers are playing up with memory issues and a few other 
bits. My initial advice is to upgrade the ARS 7.6.04 SP4 and upgrade tomcat. My 
question is: How successful have you folks been upgrading the mid-tier to 8.1 
and keep ARS Server and ITSM Apps on the current release? In the past I have 
boosted performance and increased stability by only upgrading tomcat and the 
mid-tier to latest generation and patch.

Is mid-tier 8.1 running will with ARS 7.6.04SP2 and ITSM 7.6.04 SP2?

Thanks,
Terje Moglestue



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Re: Health Check for load balancer?

[Terje Moglestue]

Thanks,

Load balancer : F5 6400’s.
All servers are virtual under VMware platform except for Oracle DB. 
OS: Windows 2012. (There are discussions running Linux on WebServers and 
Mid-tier.)

All serves with a fixed IP address.
Network servers: All servers within the same data ware house.
Network local users:  shall reach it via the ASPAN  (Area Service Pan-European 
Network) and VPN’s. ( via either the Cisco VPN concentrator or Checkpoint 
firewalls.)

I tried to use http://mid-tier server/arsys/samples/StatusCheck.jsp a few 
yeas back. I found it incomplete and undocumented.

There must be a better way of doing this?

Thanks,
Terje

From: Action Request System discussion list(ARSList) on behalf of Thad Esser
Sent: 10 April 2013 05:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Health Check for load balancer?
  
**

Terje,


http://mid-tier server/arsys/samples/StatusCheck.jsp has been there since at 
least 7.1 and probably earlier.  It will return a simple 200 OK if everything 
is good.  Your load balancer can use that to validate a healthy node.


Thad 



On Tue, Apr 9, 2013 at 8:57 PM, Axton axton.gr...@gmail.com wrote:
 **
Lots of variables that go into answering that question.  Most of the variables 
are specific to your environment.  The more information you can share about 
your current configuration, the better your answers will be.  For example:
- What type of LB are you using?
- How are the networks around the LB arranged?
- Are the machines in the VIP multi-homed?


Typically, people want the load balancer to check the health of each individual 
node so that the load balancer can automatically remove nodes in the event they 
fail. 



On Tue, Apr 9, 2013 at 4:17 PM, Terje Moglestue  te...@mogle.com wrote:
 Folks,

My infrastructure team want to build a Health Check procedure that checks all 
the nodes behind the load balancer.  
If we just sent a URL request to the LB in front of the mid-tier servers, we do 
not know which path the request will go.

How can be best determine the path?

We could implement a servlet in the mid-tier tomcat that connects to each AR 
Server. If LB routes the sessions depending on the TCP port (e.g. port 2001 
goes to AR Server node 1, port 2002 to AR Server 2 etc.) we could have a simple 
servlet with 2 parameters:
Server name (which is always the LB alias) and port (allows us to choose the AR 
Server we want to check). The servlet should implement one or more API calls to 
the AR Server, e.g. retrieve data from a table. We might be able to implement 
this as a JSP.

Have anyone done this? Or is the another simple solution out there?

Thanks,
Terje

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Health Check for load balancer?

[Terje Moglestue]

Folks,

My infrastructure team want to build a Health Check procedure that checks all 
the nodes behind the load balancer.  
If we just sent a URL request to the LB in front of the mid-tier servers, we do 
not know which path the request will go. 

How can be best determine the path?

We could implement a servlet in the mid-tier tomcat that connects to each AR 
Server. If LB routes the sessions depending on the TCP port (e.g. port 2001 
goes to AR Server node 1, port 2002 to AR Server 2 etc.) we could have a simple 
servlet with 2 parameters:
Server name (which is always the LB alias) and port (allows us to choose the AR 
Server we want to check). The servlet should implement one or more API calls to 
the AR Server, e.g. retrieve data from a table. We might be able to implement 
this as a JSP.

Have anyone done this? Or is the another simple solution out there?

Thanks,
Terje

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Config Document Template for BMC ITSM 8.1?

[Terje Moglestue]

I hope to save some time here. I am in search of a config document holding all 
the config settings within BMC Remedy ITSM 8.1. Yes - I know I can easily make 
one. Do you got a template you could share?

Please send offline.

Thanks,
Terje

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Re: ARWARN 469

[Terje Moglestue]

You should address any license issues directly with BMC Software or your 
partner. 

~
Terje

From the error guide:

469 Warning
Warning, this key is not valid for this server. This warning indicates that the 
entered key is not valid for the AR System server on which it was entered. If 
the server is in a server group, the key might be valid for one of the other 
servers in the group. In that case, ignore the warning. If this warning appears 
on a single server, a problem exists with the license entry. Check the fields 
of the key for leading or trailing spaces, and make sure that the correct Host 
ID was used when the key was generated.


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of to Ramón [rzara...@pas.ucm.es]
Sent: 26 April 2012 11:13
To: arslist@ARSLIST.ORG
Subject: ARWARN 469

I get the message ARWARN (469) when I add a temporal license server (until 
30-jun-12) and it doesn't work. After this message appears the next message of 
BMC saying that everyting is ok but it's not so. The server goes on without 
license server. Why? What can I do to solve this? The version is 7.6.04.

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Re: Licenses - Versions 7.1

[Terje Moglestue]

RRR got a excellent tool called RRR License. It will review your licence usage. 
This tool can save you lots of money.

Www.rrr.sehttp://Www.rrr.se

~
Terje

Sent from my iPhone

On 25 Apr 2012, at 11:56, Mohammed Khalil (Technosys Limited) 
mohammed.kha...@technosysuk.commailto:mohammed.kha...@technosysuk.com wrote:

**
Hi All,

I have a couple of questions on BMC Remedy/ITSM Licensing:


(1)Documentation states the minimum time to release Floating application 
licenses is 1 hour. Is there any way to further reduce this to 30 minutes? 
Running BMC Remedy  ITSM applications version 7.1, when a user closes the 
browser without logging out, is the license still held until the 1 hour limit 
is up?

(2)I know there are utilities (that you can pay for) available that can 
analyse the license usage and make recommendations, but is there any free 
utilities (instead of trawling through logs) that would help optimise 
allocation, usage and releasing of licenses? I am after something that will 
give me a statement of which users logged in over a 24 hour period, how long 
they remained in Remedy applications and how often they logged in and out of 
Remedy during that period.

Thanks in advance,

Best regards,
M. Khalil
Technosys Limited
Ph: +44(0)2084295955
Mob: +44(0)7916153032
Fax: +44(0)208 866 2400
kha...@technosysuk.commailto:kha...@technosysuk.com

IMPORTANT NOTICE

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Re: 7.6.04 SP2 - How to add a Work Info Type to the Incident form

[Terje Moglestue]

Jase,
Had same problem on earlier version where I had to change the field 'Selection 
Code' to read-write. It was 7.6.0 something.
~
Terje

Sent from my iPhone

On 18 Apr 2012, at 18:40, Jase Brandon jasebran...@gmail.com wrote:

 'Selection Code'

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Re: Populating the BMC_Person

[Terje Moglestue]

I would have expected a configuration setting Yes/No to generate CMDB records 
when CTM:People records are created. Even better there could have been a 
setting on the people record itself to generate CMDB record?

I have created a RFE a few times.

~
Terje

On 9 Apr 2012, at 16:28, strauss stra...@unt.edumailto:stra...@unt.edu 
wrote:

**
I know that I had to overlay and disable all 39 filters named 
CTM:PPL:Create_BMC_Person_* or CTM:PPL:Modify_BMC_Person_* or 
CTM:PPL:Delete_BMC_Person_* last August that were trying to add and maintain 
CMDB data for the People records, which we push in through a back-end 
integration using AIE.  That stopped all attempts to add any of our almost 
300,000 customer records to the CMDB.

IF we ever need to actually do this, it will be for current faculty/staff and 
NOT students, so we would have to customize these filters anyway to use roles 
before enabling them..

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Greg Donalson
Sent: Monday, April 09, 2012 9:42 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Populating the BMC_Person

**
Hi all,

I have noticed now in 7.6.04 (maybe it was earlier as well), that when you 
add/update someone in the CTM:People form, it is adding them to the CMDB as 
well.  Is there a reason that this form is being populated?

Right now we link people to the CI, by using the AST:ComputerSystem form and 
going to the People tab.  I do not us changing this unless BMC makes us in the 
future.

I am just wondering if I can turn off this workflow or if it is needed for 
something I am missing or will be needed in the future.

Thanks!

Greg
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Re: Working Lists

[Terje Moglestue]

~
Terje Møglestue
te...@mogle.commailto:te...@mogle.com
+44 (0)7540 08 0135
Sent from my iPad

On 15 Mar 2012, at 13:37, Peter Romain 
p.romain.arsl...@parsolutions.co.ukmailto:p.romain.arsl...@parsolutions.co.uk
 wrote:

**
Try pressing the ‘View By Type’ button at the top right of the screen

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa
Sent: 15 March 2012 13:22
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Working Lists

**
ARS 7.6.4 SP2 (WHOOO HOOO, just upgraded!)
Windows 2008 Servers
Oracle 11g

Just wondering if anyone has heard if the Working Lists in Dev Studio can look 
like what you bring up when you double click on Active Links (under All 
Objects)

I really like working with Working Lists, but I can see if it's enabled, the 
order, or the execute on unless I double click on the actual Active Link in 
the Working List.All I get is Object Type, Modified Date and Customization 
Type.

I would love to see that stuff when using Working Lists.  I checked under 
preferences and I can see you can tweak these columns for Objects, but not 
Working List objects. :(

I guess it might be hard because each object would have slightly different 
columns?  I mean at least Enabled, Primary Form and Order would be awesome!

Lisa Kemes
AR System Developer
TEIS - USA
+1 717 810 2408 tel
+1 717 602 9460 mobile
lisa.ke...@te.commailto:lisa.ke...@te.com
100 Amp Drive
Harrisburg, PA 17112

[http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.com/

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Re: Slow server starts

[Terje Moglestue]

William,

I got the same issue on MS SQL on a remote server and find it very slow to 
start-up.

Are you using FQDN (fully qualified domain name) for all server references 
within BMC? With a correct setup in you DNS servers it should not make a 
difference. I found that we had less issues and quicker startup if I used FQDN 
for all server references.

Your RAM your your mid-tier sounds low to me. Bring it up to 4 CPU's and 
minimum 4 GB RAM. This make no difference in start up for the app server.

~
Terje

Sent from my iPad

On 1 Mar 2012, at 16:26, William Abdo 
william.a...@verio.netmailto:william.a...@verio.net wrote:

**
Hi All,
I am respectfully asking for your wisdom in an issue I am having.
I have noticed that our virtual servers are taking upwards to 45 minutes – 1 
hour to start-up.
This is unacceptable and I am currently in a guessing game for the true cause. 
Memory, connections, …
1 physical 124 gig running 6 virtual machines
4- 12 gig  ARS servers
2- 2 gig mid-tiers
All running Windows 2008
ARS 7.6.04 ITSM Suite
10 gig single nic
1 gig network pipeline

The Oracle database is on a different machine.
It used to take about 20 minutes to start and now it is upwards to 45 min to an 
hour.

Do you have any suggestions for this issue?


Respectfully,

William


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Re: 7.6.04 sp2 midtier problems

[Terje Moglestue]

Patrick

I think you are into something here. We got a few unexplainable crashes. We 
have not had time to look into them in more details. Your findings sounds 
identical to what I have seen.

I do think we at sporadic random got DNS issues for some of our remote users. 
If your findings are correct I would like to know more. Can I be to any help?

Terje

On 23 Feb 2012, at 15:49, patrick zandi 
remedy...@gmail.commailto:remedy...@gmail.com wrote:

** Symptoms: tomcat crashes,
CATALINA.OUT:::
- Connects to HOSTNAME: through Java Rpc failed with: ERROR (90): Cannot 
establish a network connection to the AR System server; Connection HOSTNAME:
ERROR (90): Cannot establish a network connection to the AR System server; 
Connection refused HOSTNAME:

What I am seeing is the BOLD section above..

PROBLEM: someone coded JAVA (BMC Designer) to do an NSLOOKUP instead of using 
local lookup prior to DNS lookup in the JAVA code..

Solution: Ensure you have DNS resolved (and if it is down - well your app no 
longer works and crashes)...

Anyone else see this?   I will prove this soon.. as my DNS is not working and 
it crashes everytime..


--
Patrick Zandi
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Re: Incident and Change Consoles do not extend on mid-tier 7.6.04

[Terje Moglestue]

Try a different browser or different version of a browser.

Terje

On 9 Feb 2012, at 15:30, Pierson, Shawn shawn.pier...@sug.com wrote:

 I don't know that this is specifically the culprit, but we've seen some odd 
 things happen with 7.6.4's CSS and Javascript.  While I haven't seen the 
 exact issue you are dealing with, I have seen sizing issues that I believe 
 are due to me having multiple monitors used for the same desktop.  Either 
 way, there are some definite defects in the CSS and Javascript so I would 
 push BMC harder to fix your issue.  Get your sales representative involved to 
 help you escalate.
 
 Thanks,
 
 Shawn Pierson
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
 Sent: Thursday, February 09, 2012 6:47 AM
 To: arslist@ARSLIST.ORG
 Subject: Incident and Change Consoles do not extend on mid-tier 7.6.04
 
 Hi,
 
 I was wondering if anybody seen the following behaviour on mid-tier 7.6.04 
 (tried with SP1 and SP2).
 When I open the Incident management or Change Management console, the screen 
 shows vertical and horizontal scroll bars and does not extend to fill the 
 whole screen.
 No matter what size window I try, the scroll bars are there and the console 
 does not extend to use the whole space available. Appears as if there is a 
 frame of pre-defined size within the console which does not extend and the 
 application functions and the actual list of tickets do not fit into it.
 I have raised a call with BMC, but they are under impression it is caused by 
 the monitor resolution (I tested with various settings and it is same all the 
 time).
 Also, this does not explain why it works fine in mid-tier 7.6.03 and not in 
 7.6.04.
 
 Can anybody shed any light on this or advise where to look for the culprit?
 
 Thanks
 Jiri Pospisil
 LCH Clearnet
 
 The test environment set up is
 Mid-tier 7.6.04 SP1 against Remedy server - 7.6.04 SP1
 Mid-tier 7.6.04 SP2 against Remedy server - 7.6.03 SP2
 ITSM 7.6.03 no patch
 OS - MS Windows Server 2003 - 64 bit
 Java - 1.6.0_26 (64 bit) 
 Apache Tomcat 6.0.20 (bundled with mid-tier)
 
 *
 
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Re: POLL: would you like the user tool back (7.6.04)

[Terje Moglestue]

YES -

BUT - the user tool should not be public available. There is a need for a tool 
- it might not be the a user tool in the shape or form of what we currently 
got. There is a need for a client tool helping key users / super users / admin 
/ developers to bug track, reproducing faults, logs and more. This space or 
function is currently not covered by the browser.

Long term this could be a add-on within the browser for key / admin users? 
Until then - the existing user tool is sadly missed. I would like to say NO - 
until this vacuum is replace - I want it back!!!

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Warren R. Baltimore II [warrenbaltim...@gmail.com]
Sent: 04 January 2012 13:17
To: arslist@ARSLIST.ORG
Subject: Re: POLL: would you like the user tool back (7.6.04)

**
NO

This is not an easy question!  Having a web only interface means that all of 
the headaches of supporting clients (possibly multiple versions) in an ever 
changing environment go away.  But from a User perspective, the WUT was always 
preferred.

That said, I'd have to say NO.  The web interface is getting better, and the 
technologies behind it are improving.  I think we'll be OK without the client.

On Wed, Jan 4, 2012 at 6:42 AM, anurag saxena 
va_sax...@yahoo.commailto:va_sax...@yahoo.com wrote:
**
yes yes yes  . . . . .

Thanks.
Vishwa Saxena
Aon Corporation

img src=http://us.i1.yimg.com/us.yimg.com/i/mesg/tsmileys2/01.gif;font 
color=#4040ff face=systemHAVE A NICE DAY/font



From: Theo Fondse t...@remex.co.zamailto:t...@remex.co.za
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Sent: Wednesday, January 4, 2012 1:44 PM
Subject: Re: POLL: would you like the user tool back (7.6.04)

**
yes yes yes

Best Regards,
Theo

Sent from my Black/Silver Personal Computer 
“Try not to become a person of success, but a person of value.” – Albert 
Einstein

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick 
zandi
Sent: 03 January 2012 16:11
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: POLL: would you like the user tool back (7.6.04)

** Curiosity poll:
Of those who have tested, or used   7.6.04 ((only)) please:

Would you like to see the user tool come back?  (don't need comments:: just yes 
or no: OR yes yes yes to show your support is allowed.. lol)

yes or no:


I am not saying it is going to happen: I am not giving any indication it ever 
will ! I know nothing:: just asking..

--
Patrick Zandi
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--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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ITSM 7.6.04p2 and incorrect Dialog size

[Terje Moglestue]

Folks,

We are playing with a sandbox for ITSM 7.604p2 running on Windows 2008, SQL 
2008 and Tomcat.

I can see that most dialogs got a incorrect windows size. The end user can 
scroll horizontal and vertical at times just a few millimetre in other dialogs 
a bit more. Most of the time all fields and buttons are within the window. It 
just looks tacky - badly implemented. It can quickly be fixed by resize the 
windows size within Developer Studio. Who got time doing that for all the 
dialog?

BMC QA is normally better then this? Testing with different browsers makes 
hardly any difference. Can this be easily fixed?

~
Terje

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Re: ITSM 7.6.04p2 and incorrect Dialog size

[Terje Moglestue]

DB Server: Windows 2008 RS SP1 64 bits, MS SQL 2008 64 bits
App Server: Windows 2008 RS SP1 64 bits, BMC ARS 7.604SP2, ITSM 7.604SP2.
Web Server: Windows 2008 RS SP1 64 bits, Tomcat 6.0.20, MT 7.604sp2

~
Terje

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of William Rentfrow [wrentf...@stratacominc.com]
Sent: 21 December 2011 16:23
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

**
What platform(s) are you using for AR system, MT app server, and HTTP server?


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Louise Van Hine
Sent: Wednesday, December 21, 2011 5:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

** clearly, BMC does not. :(   Not good.

From: Terje Moglestue te...@mogle.com
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 21, 2011 6:30 AM
Subject: ITSM 7.6.04p2 and incorrect Dialog size

**
Folks,

We are playing with a sandbox for ITSM 7.604p2 running on Windows 2008, SQL 
2008 and Tomcat.

I can see that most dialogs got a incorrect windows size. The end user can 
scroll horizontal and vertical at times just a few millimetre in other dialogs 
a bit more. Most of the time all fields and buttons are within the window. It 
just looks tacky - badly implemented. It can quickly be fixed by resize the 
windows size within Developer Studio. Who got time doing that for all the 
dialog?

BMC QA is normally better then this? Testing with different browsers makes 
hardly any difference. Can this be easily fixed?

~
Terje


No virus found in this message.
Checked by AVG - www.avg.comhttp://www.avg.com
Version: 2012.0.1890 / Virus Database: 2109/4693 - Release Date: 12/20/11

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Re: ITSM 7.6.04p2 and incorrect Dialog size

[Terje Moglestue]

All dialogs looks like this. See attached. Got more or less the same in all 
browser IE8, Firefox and Chrome. I have jet to find a dialog that opens 
correctly within ITSM 7.604p2.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of William Rentfrow [wrentf...@stratacominc.com]
Sent: 21 December 2011 17:03
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

**
Has anyone else seen this problem in other environments - especially Linux?


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Wednesday, December 21, 2011 10:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

**
DB Server: Windows 2008 RS SP1 64 bits, MS SQL 2008 64 bits
App Server: Windows 2008 RS SP1 64 bits, BMC ARS 7.604SP2, ITSM 7.604SP2.
Web Server: Windows 2008 RS SP1 64 bits, Tomcat 6.0.20, MT 7.604sp2

~
Terje

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of William Rentfrow [wrentf...@stratacominc.com]
Sent: 21 December 2011 16:23
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

**
What platform(s) are you using for AR system, MT app server, and HTTP server?


William Rentfrow
Principal Consultant, StrataCom Inc.
wrentf...@stratacominc.com
Blog: www.williamrentfrow.com
O 715-592-5185
C 715-410-8056




From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Louise Van Hine
Sent: Wednesday, December 21, 2011 5:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04p2 and incorrect Dialog size

** clearly, BMC does not. :(   Not good.

From: Terje Moglestue te...@mogle.com
To: arslist@ARSLIST.ORG
Sent: Wednesday, December 21, 2011 6:30 AM
Subject: ITSM 7.6.04p2 and incorrect Dialog size

**
Folks,

We are playing with a sandbox for ITSM 7.604p2 running on Windows 2008, SQL 
2008 and Tomcat.

I can see that most dialogs got a incorrect windows size. The end user can 
scroll horizontal and vertical at times just a few millimetre in other dialogs 
a bit more. Most of the time all fields and buttons are within the window. It 
just looks tacky - badly implemented. It can quickly be fixed by resize the 
windows size within Developer Studio. Who got time doing that for all the 
dialog?

BMC QA is normally better then this? Testing with different browsers makes 
hardly any difference. Can this be easily fixed?

~
Terje


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attachment: Dialog_size.gif

Re: Sizing Question - Aeroprise

[Terje Moglestue]

Warren,

Are you physical or running virtual? BMC do recommend physical - with a virtual 
environment you can easily add more resources when needed. Some DBA's like to 
keep the DB physical. We have been very successful keeping everything virtual 
and just scale up when more juice / disk pace becomes required.

With server groups and separate integration / discovery server you can quickly 
scale up and performance for end-users is not impacted. RAM is like chocolate 
for kids - you can not get enough.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Warren R. Baltimore II [warrenbaltim...@gmail.com]
Sent: 15 December 2011 13:44
To: arslist@ARSLIST.ORG
Subject: Sizing Question - Aeroprise

**
Good morning! (or evening)

I am in the process of designing a new system.  One of our requirements is to 
install Aeroprise.  At this time, I am planning on installing it on a Windows 
2008 64 bit system.  My initial user base will be 10 people (asset folks), but 
I would like to handle 50 (I can see things expanding).  Can anyone give me 
some ideas on what they would reccomend for systems requirements (CPU size, 
recommended RAM  recommended disk size)?  I've got the minimums from the 
documentation, but no recomendations

Any input would be most appreciated.

Thank you!

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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BMC Data Management Load Tool 7.604p2

[Terje Moglestue]

From the Data Load Console I am trying to Convert CSV Files for the 
foundation data. Even the example data files generated by BMC generated run 
time errors, read-only errors and all shorts of things.

Have anyone been able to use the Data Management Load Tool 7.604p2? I am asking 
about the convert to CSV functionality. Convert the data manually into CSV and 
import work fine. It is just excel sheet converting ting that got my laptop to 
spin

On the client I am running Windows 7, 64 bits, MS Excel 2007.

~
Terje
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Get attachments from View Forms or direct SQL?

[Terje Moglestue]

I am looking into some possible migrations from different databases  (SQL 2005) 
to BMC 7.6.04 (SQL 2005). I can access  the external databases (not AR SYSTEM) 
using View Forms. The plans is to build workflow and then migrate some of the 
data.

How can I best solve attachments? I understand that field type 'image' is not 
support by view forms. external databases uses the same field format 'image' as 
AR System. It should be possible to get these attachments by direct SQL? Any 
tips? Any utilities?
~
Terje

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Re: Get attachments from View Forms or direct SQL?

[Terje Moglestue]

Misi,

I am struggling to see the WebService part! Interesting consept. There would be 
a filter consuming a WebService - and push the attachment into ARS. I can not 
get my head around that..

Ben, 

I was origionally thinking of Meta-Update.

Thanks,
Terje

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Misi Mladoniczky [m...@rrr.se]
Sent: 28 September 2011 13:34
To: arslist@ARSLIST.ORG
Subject: Re: Get attachments from View Forms or direct SQL?

Hi,

Sorry, I seem to have missed the NOT-part and Access-part completely...

It might be easier to set up a WebService-interface to your AR System,
where you can let an external system extract the attachments.

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

 I am looking into some possible migrations from different databases  (SQL
 2005) to BMC 7.6.04 (SQL 2005). I can access  the external databases (not
 AR SYSTEM) using View Forms. The plans is to build workflow and then
 migrate some of the data.

 How can I best solve attachments? I understand that field type 'image' is
 not support by view forms. external databases uses the same field format
 'image' as AR System. It should be possible to get these attachments by
 direct SQL? Any tips? Any utilities?
 ~
 Terje

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Re: Creating view form - only data type decimal and int visible

[Terje Moglestue]

Mark,

Spot on! I worked on it last night where I identified this issue.

Thanks,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Walters, Mark [mark_walt...@bmc.com]
Sent: 19 September 2011 16:16
To: arslist@ARSLIST.ORG
Subject: Re: Creating view form - only data type decimal and int visible

**
Unicode AR server?  If so, then the columns in the table will need to be nchar 
and so on.

Mark

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: 19 September 2011 15:32
To: arslist@ARSLIST.ORG
Subject: Creating view form - only data type decimal and int visible

**
I am having some problems creating simple view form on MS SQL 2005. When I load 
the table only data type decimal and integer are available.  Columns of Char, 
Text are not accessible. I have tried to connect to a few other tables and only 
data types decimal and integer are visible.
I am connecting as database owner. This is not remote.
The table holds plenty of columns. Where only data type int and decimal is 
visible in Developer Studio.
Any tips?
ARS 7.6.04, Windows Server 2008, MS SQL 2005.
~
Terje
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Creating view form - only data type decimal and int visible

[Terje Moglestue]

I am having some problems creating simple view form on MS SQL 2005. When I load 
the table only data type decimal and integer are available.  Columns of Char, 
Text are not accessible. I have tried to connect to a few other tables and only 
data types decimal and integer are visible.
I am connecting as database owner. This is not remote.
The table holds plenty of columns. Where only data type int and decimal is 
visible in Developer Studio.
Any tips?
ARS 7.6.04, Windows Server 2008, MS SQL 2005.
~
Terje

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Re: Strange filter notification

[Terje Moglestue]

Straus,

I agree with you. The entry ID used when generated the AR Task and URL should 
still reference the same ticket. By activating / clicking on the attachment or 
the URL should redirect the user to the same ticket. The problem is that you 
end up on a different ticket.

Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of strauss [stra...@unt.edu]
Sent: 24 August 2011 16:03
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AO Integration Consultant - URGENT - Based Switzerland, 
then India

The Incident ID and the Entry ID are two completely different fields, that get 
out of sequence from each other IMMEDIATELY, even on a brand new ITSM system.  
The Entry ID is the link used in AR Task and URL, not the Incident ID.

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:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Wednesday, August 24, 2011 9:50 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy AO Integration Consultant - URGENT - Based Switzerland, 
then India

I got some bespoke filter notification that is incorrect and difficult to 
debug. The notification is generated  by a set of filters on HPD:Helpdesk. The 
final filter generates and sends the email. The TO, CC, and email body is 
correct. The same filter got AR Task and Web URL clicked. The filter should 
then attached a AR Task as a link for the user tool and add a web URL. It 
should then reference the same ticket.

Here is the problem. The attached AR Task and Web URL is linked to a different 
ticket. The subject and email body are correct. These notification filters are 
executed in sequence with execution order between 800-806. The server and 
client side filter log show clearly that there is no other filters executing on 
the same execution order.

Any tips?
Terje
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Re: Performance question CTM:People timing

[Terje Moglestue]

140 ms with 20.000 records, MS SQL 2005.

Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of John Sundberg [john.sundb...@kineticdata.com]
Sent: 19 August 2011 23:34
To: arslist@ARSLIST.ORG
Subject: Performance question CTM:People timing

** How long does it take your DB system to resolve a query for an exact match 
on CTM:People where the query is

'Remedy Login ID' = some user id

Also -- how many records are in your CTM:People -- and what DB are you using?

Our sample system is 800ms - with 40,000 records... , Oracle 11g2


(Please get the timings from SQL log)


-John



--
John David Sundberg
235 East 6th Street, Suite 400B
St. Paul, MN 55101
(651) 556-0930-work
(651) 247-6766-cell
(651) 695-8577-fax
john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com
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Re: Remedy User Tool has 20 second delay after a period of inactivity 40 minutes

[Terje Moglestue]

Thank you for looking into this.

We got the same issue. Done some research without finding out why. It is very 
irritating that the user tool times out. It is not a fixed / floating license 
issue. Users with fixed license got the same issue.

I do think it is a network connectivity issue. I got the feeling that the 
connection times out and need to be re-established. We got the same timeout 
with or without port mapper. Tracing the IP/TCP traffic might explore what is 
happening. I did some tracing but was unable to find anything useful. 

~
Terje 

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of remedymarv [marvin.he...@gmail.com]
Sent: 29 June 2011 19:02
To: arslist@ARSLIST.ORG
Subject: Re: Remedy User Tool has 20 second delay after a period of inactivity 
 40 minutes

Update:

As part of troubleshooting, I had already ruled out the license type. I
determined that the issue happens for users with  both fixed and floating
licenses. Thanks for the reminder to check for the Floating Licence
Timeout. I checked that, just in case, and it is set to 2 hours, so is also
not the problem. I even had looked into the parameter called Currency Ratio
Cache Refresh Interval / Client Refresh interval and Remedy support told me
it only has to do with calculating currency.  There was also a thread which
I can't find where someone having the same issue hacked the Windows registry
to create a KeepAlive DWORD so the Windows server itself refreshed the TCP
connections under 60 minutes, to avoid the issue.

However the most viable explanation currently is that there is some piece of
network equipment, either our Palo Alto networks firewall, or some other
device that is ending the sessions at 60 minutes. Our Firewall administrator
has a ticket into the vendor and is pursuing that route. Will keep you
posted. Remedymarv.




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Re: API call to sign a client OFF

[Terje Moglestue]

A regular user can only be signed in once with the same IP address. So if 
he/she tries login from a different device (read different IP address) access 
will be rejected.

This does not apply to users member of the administrator group.

~
Terje



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Gard, Richard J [rjg...@statestreet.com]
Sent: 23 May 2011 16:03
To: arslist@ARSLIST.ORG
Subject: API call to sign a client OFF

**
IS there an API call we can make to sign a person off from the client?  We are 
working on a blackberry approval app the  runs into a problem if the person is 
signed on to Remedy ITSM 7.0.1.  The approval works if the person is not signed 
onto Remedy, but fails if he/she is signed on.  The caveat would be they would 
have to sign-in again, but that may be better than failing they BB approval 
because they forgot to sign-out when they stepped away from their desk.

Best regards,
Rich
謝
謝
你
。
GIS-ISS-SEM
Service Technology Development Manager
ITIL Practisioner Certified: Support and Restore
Princeton, NJ *: 609-580-5802
Cell (: 617-756-4626
Information Classification: Limited Access

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Re: ARS 7.6.04 Service Pack 1

[Terje Moglestue]

I asked some key users to upgrade their BMC User Tool to 7.604p1. Our 
production servers is still ARS 75p7 and ITSM 75p1.

The client is not stable it keeps terminating. The user can be working for 
5-15-30 minutes. Then - ping - it just terminates. What are they doing? Using 
Incident Management Console and/or updating an incident.

Two of my user are running Windows 7, 64 bits. I understand that the client is 
not support on that platform.

Another user is running Windows XP Pro 2003, SP3. Same thing - the client 
terminates on a regular basis.

I am running Windows 7, 64 bits (java is also 64 bits). My client stable - 
sadly that is not the feedback from our user base.

It is not recommended with a different server / client version. I am well aware 
of that. The user tool should still not terminate like this.

~
Regards,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of linksys [bala.ilink...@hotmail.com]
Sent: 18 May 2011 06:18
To: arslist@ARSLIST.ORG
Subject: ARS 7.6.04 Service Pack 1

Hi,

We are planning to apply Service Pack 1 to our System. Let me know your
thoughts, if you have applied earlier.

Our Current System details

ARS  ITSM 7.6.04 + Few Customizations
SQL Server 2008 R2

Regards,
Bala
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Re: ITSM Integration Decisions

[Terje Moglestue]

You will more likely get response from more experience consultants than me.
I often pick the solution that the customer is comfortable with! When the 
consultants have left the building - it is important to have a solution that is 
documented and supportable internally by the customers own staff. It is their 
solution - and they have to live with it. Use also well establish standards and 
syntax where possible and document!
I have  been too many places where the consultant have picket one integration 
method based on his own comfort zone - and not based on the internal skill set 
or requirement.  Pick something that the customer can support when you have 
gone. So ask them! What have they done for other applications? Do they got lots 
of web service expertise? Do they got Java developers?
I do think that this point is underestimated by most consultants, partners and 
BMC.
~
Terje

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Kathy Morris [kathymorris...@aol.com]
Sent: 11 May 2011 16:11
To: arslist@ARSLIST.ORG
Subject: ITSM Integration Decisions


**
Hi,

Some of my clients are going to be looking for integration work.  They are 
using 7.6.4 Mid Tier /ITSM.  I was wondering - when would I use web services 
for integration, versus Javascript versus Java or C or a simple vendor form 
when integrating with 3rd party tools?  When designing a solution, how would I 
know which approach to take?

I would need the following functionality:
- To build a user interface or portal to send data bi-directional from ITSM to 
the 3rd party tool.
- to pull data from purchasing systems into SRM

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Re: Mid Tier Logging issue

[Terje Moglestue]

James,

I have seen the same thing and know where you are coming from. The workflow 
logging from mid-tier need to be redesigned - it is not working very well. It 
might be working at design - the fact is that it is not doing a good job.

With the User Tool workflow logging from the client was very easy. Moving 
everything into the browser - we need a good alternative. The current mid-tier 
workflow logging is not up to the job. I do think BMC Software is well aware of 
this. They own consultants are.

A simple solution will normally work. Sadly it is often over engineered.
~
Terje



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of James Brockman [jbrock...@qmxs.com]
Sent: 10 May 2011 15:20
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier Logging issue

So I finally heard back from BMC, and their response is (this is a direct quote 
from them)

In review of the issue reported, please note, it is working as designed.
Workflow logs will clear out on each form change.

I have requested an RFE to redesign this functionality ... so that it works.

James It's not a bug, it's a FEATURE Brockman


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of James Brockman
Sent: Thursday, May 05, 2011 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Mid Tier Logging issue

**
Hi, list. It's been a while.
I have an open ticket with BMC on this, but was wondering if anyone else had 
seen (or found a workaround) for this issue

ARS 7.6.4, Mid Tier, IE8 -- when I do client-side logging through the Mid Tier, 
it sometimes* clears the contents of the log window, trashing the previous 
contents of the log. This makes troubleshooting client-side workflow almost 
impossible. In other words, on a complex action, you see 
scroll-scroll-scroll-scroll - WIPE - scroll. And after what was obviously a ton 
of workflow, there are a couple of dozen lines in your logging window.

*usually on window open, but not neccessarily - it also seems to happen when an 
open window calls a Remedy form in a frame, like the Landing Console.

Help?

James Brockman

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Re: Issue with DB error, Invalid object name 'ImageManagement.dbo.sysobjects'

[Terje Moglestue]

 Larrey,
You got some ARS workflow pointing to a DB called 
ImageManagement.dbo.sysobjects. It might be a view form?
Turn on API, SQL and filter logging. With the logging turned on - restart ar 
server. You should then find a reference to the ARS object that tries to access 
the database ImageManagement.
You could also use ARInside. It should generate a reference to the AR Object 
accessing the database.
~
Terje

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Larry Barnes [larry.bar...@thecreek.com]
Sent: 05 May 2011 22:49
To: arslist@ARSLIST.ORG
Subject: Issue with DB error, Invalid object name 
'ImageManagement.dbo.sysobjects'

**
Hello everyone,  hope your day is going better than my week!

I've been struggling to bring up a development server of Remedy.  I'm running 
Remedy using SQL 2008 on a Windows server.  The SQL DB resides on a separate 
server.
   CMDB 7.5
   ARS  7.5.00 patch 007
   ITSM 7.0

I found issues with several path statements in the environment variables and 
within the ar.cfg file.  I have fixed these issues and now after rebooting the 
server I get a clean startup, no errors in the log files; with the exception of 
1; show below.
I'm not sure what it's trying to tell me and I'm wondering if I still have 
something pointing were it shouldn't be.  What is the 
ImageManagement.dbo.sysobjects?  I have limited understanding of SQL; 
learning using the OJT method.
Error msg:

Thu May 05 14:32:51 2011 : Action Request System(R) Server Version 7.5.00 Patch 
007 201009161400
(c) Copyright 1991-2009 BMC Software, Inc.
Thu May 05 14:33:26 2011  390600 : Failure during SQL operation to the database 
(ARERR 552)
Thu May 05 14:33:26 2011 Invalid object name 
'ImageManagement.dbo.sysobjects'. (SQL Server 208)



Thanks for your input,

Larry B.

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Re: RFE (No Plans to Implement)

[Terje Moglestue]

It sounds like - if you wait long enough -  you can close the ticket!

Or - they think it is just like cheese - it's getter better with time - until 
it is out of date!

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Jarl Grøneng [jarl.gron...@gmail.com]
Sent: 27 April 2011 19:40
To: arslist@ARSLIST.ORG
Subject: RFE (No Plans to Implement)

This one is a new one

Our RFE Review Committee has re-reviewed this RFE and, unfortunately,
decided to reject this RFE due to the fact the version this RFE was
filed on is no longer supported.


--
J

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Re: ITSM / SRM 7.6.04 - weird Active Link - did we install a Beta Version?

[Terje Moglestue]

Mario,

I got active link SRM:SRV:NoPermissions_001_E - dated 19th January 2011 in our 
sandbox!

Our install is done by Pre-Configured stack 7.6.04 running on Windows 2008 
Server.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Mario Röhr [mario.ro...@gmx.de]
Sent: 27 April 2011 06:35
To: arslist@ARSLIST.ORG
Subject: ITSM / SRM 7.6.04 - weird Active Link - did we install a Beta Version?

Hello Listers,

we are facing a very strange situation with ITSM / SRM 7.6.04 single 
installation.

In our installation there is an Active Link called 
SRM:SRV:NoPermissions_001_E.
We heard that this AL was present in ITSM / SRM 7.6.04 BETA release but not 
present in GA release anymore.

We checked all our installations, two of them also single installation and 
another one Stack Installer Installation on a VMWare.
In all of them this weird AL is present!

We searched all the .def files that came with the installation sources of SRM 
7.6.04 from BMC's Support Web EPD Portal but didn't find a reference to this AL.
Then we analyzed our arinside output that we created immediately after complete 
installation of all modules and there we found a reference to this AL!

We raised a ticket with BMC support but they only state BETA releases are 
neither supported or maintained by BMC tech support, even though we didn't 
asked for Support for a Beta release.
Now they just want to close the ticket with the suggestion just to de-activate 
the AL as it is not present in their reference installation of ITSM 7.6.04.

So my question to them of you who installed ITSM 7.6.04 with or w/o SRM if you 
please could check your installations (single install or Stack Installer) or if 
applicable arinside output for this AL called SRM:SRV:NoPermissions_001_E.

Here our environment details:

Windows Server 2008 64 Bit
MS SQL Server 2008 64 Bit
AR Server 7.6.04
BMC Atrium Core 7.6.04
BMC Remedy Service Desk 7.6.04
BMC Remedy Change Management 7.6.04
BMC Remedy Asset Management 7.6.04
BMC Remedy SLM 7.6.04
BMC Remedy SRM 7.6.04
BMC RKM 7.6.04

Any feedback is very appreciated.

Thanks,
Mario

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Re: Release date for CMDB 7.6.04 patch?

[Terje Moglestue]

I am told by BMC Support that release date was the 15th of April but delayed a 
few weeks. This was ITSM 7.6.04 patch 1. That should also include CMDB.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Chowdhury, Tauf [tauf.chowdh...@frx.com]
Sent: 19 April 2011 13:06
To: arslist@ARSLIST.ORG
Subject: Release date for CMDB 7.6.04 patch?

**
David (or anyone else),
I heard from BMC support that there is a patch (1?) coming out for CMDB 7.6.04. 
Any ideas or details around when it will be released?

Tauf Chowdhury | Forest Laboratories, Inc.
Analyst, Service Management
Informatics-Infrastructure
Office: 631.858.7765
Mobile:646.483.2779



This e-mail and its attachments may contain Forest Laboratories, Inc. 
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the contents of and attachments to this e-mail is strictly prohibited and may 
be unlawful. If you have received this e-mail in error, please notify the 
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e-mail and any printout.
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Re: Caught exception :Invalid property value

[Terje Moglestue]

Not other then reference to BMC Support. I created a very similar if not 
identical request ISS03763238. The support engineer was very quick to identify 
#SW00389524 with scheduled fix in 7.6.04 SP1 release date mid April.

The only info present from support.bmc.com for defect SW00389524 is:

Caught exception, too much recursion when navigating INC - RKM - App Admin 
Console with Firefox

Looking at it now - I am struggling to the see the relationship with the 
summary of the defect and what I reported.

~
Regards,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of LJ LongWing [lj.longw...@gmail.com]
Sent: 13 April 2011 18:15
To: arslist@ARSLIST.ORG
Subject: Re: Caught exception :Invalid property value

**
I can’t get to that bug, can you provide me the details of it?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Wednesday, April 13, 2011 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Caught exception :Invalid property value

**
I think this is a know bug #SW00389524 for the behaviour. It's scheduled to be 
fixed in 7.6.04 SP1.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of LJ LongWing [lj.longw...@gmail.com]
Sent: 13 April 2011 16:40
To: arslist@ARSLIST.ORG
Subject: Caught exception :Invalid property value
**
Upgrading to 7.6.4 in a custom app and coming against the strangest 
things….this is just the latest.  Before anyone asks, I have cleared both the 
server and the client cache.

Tomcat 6.0.20
Remedy/MidTier 7.6.4
Everything Windows (in this environment)

Ok….I’m familiar with caught exception errors….9 times out of 10 it’s a cache 
issue, but in this case I don’t believe it to be.  I turned on AL logging in 
the preference record and captured the event

ActiveLink: OM:Order:Button:OV:SubmittersPhone
False actions:
action 0
ARACTSetLabelColour(0, 536870925, null)
Alert: Caught exception :Invalid property value.

The interesting thing is that this is happening in IE 8.0.6001.18702, but not 
Chrome 11.0.696.43 or Firefox 4.0

I have no clue if the snipit above is the ‘reason’ or not….I see several 
sections in both the Chrome and Firefox logs above and below this area that 
perform the same action but on separate fields (of course).  Any assistance you 
can provide with how to troubleshoot this issue is appreciated.
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
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ARInside 3.0.2 and ARS 764/ITSM 764

[Terje Moglestue]

Does the current version of ARInside 3.0.2 run on ARS 764?

I do understand that new ARS 764 functionality might not be supported or 
documented. I have tried a few times now and every time I run ARInside 3.0.2 it 
terminates on Starting ActiveLink Documentation.

It looks like it does not run or can document a ARS 764 server.

Environment: Everything is Windows

~
Terje





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Re: ARInside 3.0.2 and ARS 764/ITSM 764

[Terje Moglestue]

Phil,

Thanks,
The backlist packing list failed. I found a patch for arinside-3.0.2 that 
solved the problem.

Thanks again,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Murnane, Phil [pmurn...@windwardits.com]
Sent: 13 April 2011 13:47
To: arslist@ARSLIST.ORG
Subject: ARInside 3.0.2 and ARS 764/ITSM 764

**
Terje:

I successfully ran it against ARS with asset, change, incident, knowledge, 
problem, service level, and service request management using an arinside 
blacklist packing list.  I’m trying to attach a .def with the blacklist, but am 
not sure whether arslist permits this.  Any active link that uses the getmap() 
(or is it mapget()?) function will cause arinside to error out.

HTH,
--Phil

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Wednesday, April 13, 2011 07:59
To: arslist@ARSLIST.ORG
Subject: ARInside 3.0.2 and ARS 764/ITSM 764

**
Does the current version of ARInside 3.0.2 run on ARS 764?

I do understand that new ARS 764 functionality might not be supported or 
documented. I have tried a few times now and every time I run ARInside 3.0.2 it 
terminates on Starting ActiveLink Documentation.

It looks like it does not run or can document a ARS 764 server.

Environment: Everything is Windows

~
Terje




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Re: Caught exception :Invalid property value

[Terje Moglestue]

I think this is a know bug #SW00389524 for the behaviour. It's scheduled to be 
fixed in 7.6.04 SP1.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of LJ LongWing [lj.longw...@gmail.com]
Sent: 13 April 2011 16:40
To: arslist@ARSLIST.ORG
Subject: Caught exception :Invalid property value

**
Upgrading to 7.6.4 in a custom app and coming against the strangest 
things….this is just the latest.  Before anyone asks, I have cleared both the 
server and the client cache.

Tomcat 6.0.20
Remedy/MidTier 7.6.4
Everything Windows (in this environment)

Ok….I’m familiar with caught exception errors….9 times out of 10 it’s a cache 
issue, but in this case I don’t believe it to be.  I turned on AL logging in 
the preference record and captured the event

ActiveLink: OM:Order:Button:OV:SubmittersPhone
False actions:
action 0
ARACTSetLabelColour(0, 536870925, null)
Alert: Caught exception :Invalid property value.

The interesting thing is that this is happening in IE 8.0.6001.18702, but not 
Chrome 11.0.696.43 or Firefox 4.0

I have no clue if the snipit above is the ‘reason’ or not….I see several 
sections in both the Chrome and Firefox logs above and below this area that 
perform the same action but on separate fields (of course).  Any assistance you 
can provide with how to troubleshoot this issue is appreciated.
_attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_

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Re: Slow - Preconfig Stack 764 - Sandbox

[Terje Moglestue]

Thank you John,

At present I does not know all the details of the resources attached to our 
virtual environment. I am just been told it is big and powerful. Most of our 
production and development environment for BMC and lots of other applications 
are hosted by several virtual farms.

BMC Support have asked me to move the DB to a physical environment. Our 
internal DBA do agree. According to the team running our virtual environments 
we will hardly see any difference. Time will tell.

Our current BMC production environment are all virtual without any performance 
issues. So I got my doubts. 

I am now tuning the sandbox or out-of-the-box install of Pre-Configured Stack 
764 for more performance.

~
Terje



From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of John Baker [jba...@javasystemsolutions.com]
Sent: 11 April 2011 08:55
To: arslist@ARSLIST.ORG
Subject: Slow - Preconfig Stack 764 - Sandbox

Hello,

It is irrelevant whether the DB is virtual or physical. Modern virtual
environments are as good as a physical host and in many organisations,
applications will be deployed to virtual hosts whether you like it or
not. If a global investment bank can run trading systems on virtual
hardware, ITSM can run on it too.

The important discussion to have is what resource is attached to your
virtual environment. ie if it has a couple dedicated cores (I carefully
do not use the term CPU), lots of memory and a physical disc partition
mounted to the virtual host, look elsewhere for the problem.

Virtual environments offer so much more than physical, such as
restoration of a host within a minute of a physical host failing,
snapshots of the OS on every reboot and the ability to add additional
cores/memory in 10 minutes. It's easy to see why it's hard to justify
the requirement for a physical host and while the features make them an
obvious choice, organisations can scale vertically to reduce costs (such
as Oracle Weblogic per physical core licensing).


John
--
Single Sign On for AR System
http://www.javasystemsolutions.com/jss/ssoplugin

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Re: Slow - Preconfig Stack 764 - Sandbox

[Terje Moglestue]

The hardware reflects a potential production enviroment. 

3 servers in a virtual enviroment under VMWare ESX Server hosted by the same 
host. There are no firewalls or proxy between the servers. Running Windows 
Server 2008, 64 bits, E5405, 2GHz, 4 GB RAM.

SQL 2008.

The web server hold JDK 1.6.0_24 64 bits and Tomcat 6.0.20 64 bits. There will 
be 4 web servers. Number of concurent users is estimated to be 200 support 
staff and 250 requestes maximum 

Thanks,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of vikram_k [vk0073...@techmahindra.com]
Sent: 08 April 2011 06:21
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

hi,

Can you confirm the hardware config of your machine?

Thanks,
Vikram

Terje Moglestue-2 wrote:

 I just installed a sandbox of running the Pre Config Stack of 764 in a
 Windows Server 2008, 64 bits environment. In total I got three servers DB,
 app and a separate web server for mid-tier.
 The install of the Pre-Config Stack 764 install both the apps and the mid
 tier on the same server.  A quick install of the mid-tier on the web
 server got allowed me to set the environment up the way I wanted. In terms
 of time spent the Preconf Stack installer is a time saver. Thank you BMC!
 Is it just me – but I find it all very slow! I have done most the basic
 tuning – but I still find it slow. Whatever I do – I am looking at the
 time glass. Well - I can more arround - submitt tickets, make changes,
 configure some data for my upcoming demo.
 I just find it slow! Or is it just me?
 ~
 Terje

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Re: Slow - Preconfig Stack 764 - Sandbox

[Terje Moglestue]

@ Phil,

It is beyond the first few fours. I do allow mid-tier to preload for the 
first few hours. I find it consistent slow. Even loading the same forms does 
not speed things up.

@ David

Good point. Our DB is virtual. I have already discussed this with our DBA. He 
was very critical in the first place to keep the DB in a virtual environment. 

Our production environment got the same set up and hardware. Running ARS 75p7, 
ITSM 75p1A and mid-tier 764. Even with the DB in a virtual environment we got a 
very good performance.

Done some logging - I can not pinpoint anything specific. It is good for a demo 
- but I can not recommend a upgrade due to performance. It that respect it is 
slow.

~
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of Murnane, Phil [pmurn...@windwardits.com]
Sent: 08 April 2011 15:35
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

Terje:

Does the slowdown persist beyond the first hour (or two, maybe) after starting 
up the Remedy services?  I've seen Tomcat activity cause 1-2 hour slowdowns 
when the services are first started (this was on a combined 
application/mid-tier VM configuration), but after that time the responsiveness 
was good.

--Phil

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Friday, April 08, 2011 10:01
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

Is your DB server physical or virtual?  Recommendation would be for the DB 
server to be physical due to the dependency on DB responsiveness for 
performance.


-David J. Easter
Manager of Product Management, Remedy Platform
BMC Software, Inc.

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue
Sent: Friday, April 08, 2011 01:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

The hardware reflects a potential production enviroment.

3 servers in a virtual enviroment under VMWare ESX Server hosted by the same 
host. There are no firewalls or proxy between the servers. Running Windows 
Server 2008, 64 bits, E5405, 2GHz, 4 GB RAM.

SQL 2008.

The web server hold JDK 1.6.0_24 64 bits and Tomcat 6.0.20 64 bits. There will 
be 4 web servers. Number of concurent users is estimated to be 200 support 
staff and 250 requestes maximum

Thanks,
Terje


From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] On 
Behalf Of vikram_k [vk0073...@techmahindra.com]
Sent: 08 April 2011 06:21
To: arslist@ARSLIST.ORG
Subject: Re: Slow - Preconfig Stack 764 - Sandbox

hi,

Can you confirm the hardware config of your machine?

Thanks,
Vikram

Terje Moglestue-2 wrote:

 I just installed a sandbox of running the Pre Config Stack of 764 in a
 Windows Server 2008, 64 bits environment. In total I got three servers DB,
 app and a separate web server for mid-tier.
 The install of the Pre-Config Stack 764 install both the apps and the mid
 tier on the same server.  A quick install of the mid-tier on the web
 server got allowed me to set the environment up the way I wanted. In terms
 of time spent the Preconf Stack installer is a time saver. Thank you BMC!
 Is it just me - but I find it all very slow! I have done most the basic
 tuning - but I still find it slow. Whatever I do - I am looking at the
 time glass. Well - I can more arround - submitt tickets, make changes,
 configure some data for my upcoming demo.
 I just find it slow! Or is it just me?
 ~
 Terje

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Slow - Preconfig Stack 764 - Sandbox

[Terje Moglestue]

I just installed a sandbox of running the Pre Config Stack of 764 in a Windows 
Server 2008, 64 bits environment. In total I got three servers DB, app and a 
separate web server for mid-tier.
The install of the Pre-Config Stack 764 install both the apps and the mid tier 
on the same server.  A quick install of the mid-tier on the web server got 
allowed me to set the environment up the way I wanted. In terms of time spent 
the Preconf Stack installer is a time saver. Thank you BMC!
Is it just me – but I find it all very slow! I have done most the basic tuning 
– but I still find it slow. Whatever I do – I am looking at the time glass. 
Well - I can more arround - submitt tickets, make changes, configure some data 
for my upcoming demo.
I just find it slow! Or is it just me?
~
Terje

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Re: ITSM 7.6.4 -- Really a note about overlays

[Terje Moglestue]

This would just be fantastic.
 
It would bring version control to a new level!
 
Terje
 



From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Wed 16/03/2011 07:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 -- Really a note about overlays



Looking forward to the version where we can have several overlays :-)

Then each version og patch is just an overlay from the previous overlay

--
J

2011/3/16 John Sundberg john.sundb...@kineticdata.com:
 Doug -- thanks,

 I have visions of where this feature can go -- and I think it is awesome.

 For example -- I possibly could shard off my customizations and send them 
 to BMC for support.

 Also -- I could shard off my customizations -- .zip it -- and share with 
 BMC community. (Stuff like re-opening a closed change (UGG))

 The possibilities are great. Actually - opens a new world of collaboration 
 within the BMC world.

 Stuff like that -- should get a new version number -- and some major drum 
 beating by the marketing group.
 (because -- it is powerful -- it is differentiating -- and it is saving 
 companies time/money/pain)

 So -- great work to roll-out the feature.


 Just was surprising that it gets slipped into the ether of 7.6.4 -- as I 
 think it is worthy of standing on the tallest building and yelling I have 
 overlays !!!
 (A little fun is always OK)




 -John


 On Mar 16, 2011, at 2:43 PM, Mueller, Doug wrote:

 John,

 1) I don't disagree that Overlays is a significant feature.

 2) I don't disagree that the version numbering scheme is not reflecting the
  significance of the new capability.  It is indeed a major feature and
  capability.


 As for not seeing how it works until the next major app release...  not really
 true.  We have customers who are already converting their existing
 customizations into using overlays -- using assistance from tools like BPCU to
 automate most if not all of the work.

 So, there are customers getting value today in better understanding their
 environment and the level of change they have made in it.  Who are able to
 clean things and to set up for future change.

 Will the big upgrade savings aspect to see that the upgrade process is cleaner
 and that customizations -- especially to things like layouts and such -- are
 handled much better need to wait until the next app release.  Sure.

 On the other hand, it is much better that you can get the overlay feature in,
 and get some experience with it and be prepared in advance with some time
 rather than trying to get it in, learn it, trust it, AND upgrade the app all 
 at
 the same time


 About the version numbering.

 I am not in charge of that.  I have no say in that.  There are reasons around
 synchronizing product releases and new conventions for coordination that are
 simply longer than possible to type into a message without blowing out all
 limit restrictions of email that can be posted to ARSlist.

 So, we have the number we have.  Still better to move forward with the feature
 at this time than to wait for the next release that has a better release
 number.

 Doug

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
 Sent: Wednesday, March 16, 2011 11:04 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: ITSM 7.6.4 -- Really a note about overlays

 Doug,

 Overlays seem awesome.

 However -- such an improvement seems like it justifies a different version 
 number.

 7.6.4 -- suggests to the vast majority of people a little change as in 
 patch.


 Overlays is a huge architectural change in ARS - so much so -- that it was 
 shelved for later -- as it was too big to not get correct.
 (My opinion -- overlays is one of the biggest changes to the core system - 
 ever, the next biggest thing is trim fields -- but that was 10 years ago)
 (BTW - I consider mid-tier a client)

 To follow that.

 I think it should have been something like 8.0 -- which sort of warns people 
 to be careful.

 The big thing with overlays is -- we don't really know it works or not -- 
 until BMC releases the next version of their apps. -- And then -- we all 
 find out if the grand plan works or not.

 Of course -- maybe there will not be a next version since 7.6.4 has Best 
 practices -- kinda hard to improve of Best practices. ;)
 Of course -- you could do what my kids do and create Bestest practices -- 
 and then Bestester etc...


 -John




 On Mar 10, 2011, at 3:27 PM, Mueller, Doug wrote:

 Tauf,

 First, I am not sure where the statement introduces so much new workflow 
 comes
 from.  There is NO new workflow introduced by this feature at all.

 If you do not modify anything, there is nothing at all present in the 
 overlay.

 If you change one definition, there is ONE definition in the overlay (and so 
 on)

 No matter how carefully you document changes, no matter how particular you are
 about following best 

Re: ITSM 7.6.4

[Terje Moglestue]

Well,
 
I am not using DSO. I have had great success with geographically separated mid 
tier servers. Our users in Japan find the application on average 3 seconds 
faster for every operation accessing a local web server then accessing a web 
server in UK. The AR Server located in UK.
 
I am now looking into the possibility to improve the overall network 
performance between AR Server and every local mid-tier server. By giving the 
network traffic between the serves higher priorities - I hope to improve the 
overall performance. You can control server-to-server traffic - you have no or 
limited control over end users accessing the mid-tier. 
 
With world-wide support centers - using the same AR installation, the plan is 
to have local web serves/mid-tier servers to improve end-to-end performance.
 
Am I missing out of anything here?
 
ARS 75p7, ITSM 75p1, mid-tier servers 7.6.4. Platform Windows Server 2008 64 
bits.
 
~
Terje
 



From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Wed 16/03/2011 04:52 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4


** Geographically separated mid-tiers is not recommended.
making servers geographically separated (using DSO) and mid-tiers with them is.
 The network traffic between a mid-tier and the ARS server should be protected, 
at a high level of encryption, and to further put it geographically separated 
over a wan is a performance killer.

IMHO

Put the mid-tier and the Server on the same Physical Switch (reducing time)
use a group of mid-tier's (they are just clients) load balanced to increase 
speed.
Use the pre-load to increase speed, Tune the oracle tables associated with the 
common IO calls people are having.
The top 10
user indexes appropriately
use efficient queries
consider using set fields actions in filters instead of active links
avoid using filters which perform run process 
stagger escalations times
use direct sql, $PROCESS$, sparingly
avoid sending notifications to many addressees
minimize the number of diary and long character Fields
avoid admin tool def changes during peak hours
keep you application design simple
implement DSO
allocate enough shared memory in the tomcat and server
provide adequate computer and network resource.



On Wed, Mar 16, 2011 at 12:26 PM, Roger Justice rjust2...@aol.com wrote:


** The first way to imporve WEB client performance is to locate the 
Mid_Tier servers closer to you users. 




-Original Message-
From: Gard, Richard J rjg...@statestreet.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Mar 16, 2011 12:23 pm
Subject: Re: ITSM 7.6.4


David,

We are planning for our next global deployment of ITSM (7.6.03/4).  The 
new 
solution will hopefully address considerable performance issues 
experienced by 
remote users of our current 7.1 deployment.  The current deployment is 
located 
on the eastern seaboard where a large portion of my customer base is 
located.  
However, my clients in Asia Pacific (fastest growing) and Europe have 
complained 
about slow performance.  What is the recommended implementation of ITSM 
7.6.03/4 
that will present the best response times for all users of the system?  
We have 
considered placing mid tier and app servers in the remote regions, but 
I don't 
have data to support this design.  The reference architecture document 
(http://documents.bmc.com/supportu/documents/49/03/114903/114903.pdf) 
does not 
speak to this design challenge directly.  Suggestions greatly 
appreciated.

Best regards, 
Rich 
?
?
?
?
GIS-ISS-SEM
Service Technology Development Manager
ITIL Practisioner Certified: Support and Restore 
-Original Message-
From: Action Request System discussion list(ARSList) [ 
mailto:ars_attend%20WWRUG11%20www.wwrug.com%20ARSlist: 


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Re: ITSM 7.6.4

[Terje Moglestue]

Patrick
I should not have made a spin on someone's discussion. For that I am sorry.
 
DSO will rightly solve that problem. The data is geographically seperated or 
distributed with DSO.
 
My take was different. I would like one locaton for the AR Server including 
server groups and use the Mid-Tier as local hub for remotly users (user with 
a long network delay) to improve their overall performance.
 
We are trying to solve two diffferent things here. 
 
~
Terje 
 
 



From: Action Request System discussion list(ARSList) on behalf of patrick zandi
Sent: Thu 17/03/2011 02:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4


** So for a DDSO all your customers are down.
till it is resolved, hours later? Geographically separated servers give you 
Continued functionality during a crisis.


On Thu, Mar 17, 2011 at 9:08 AM, Terje Moglestue te...@moglestue.com wrote:


Well,

I am not using DSO. I have had great success with geographically 
separated mid tier servers. Our users in Japan find the application on average 
3 seconds faster for every operation accessing a local web server then 
accessing a web server in UK. The AR Server located in UK.

I am now looking into the possibility to improve the overall network 
performance between AR Server and every local mid-tier server. By giving the 
network traffic between the serves higher priorities - I hope to improve the 
overall performance. You can control server-to-server traffic - you have no or 
limited control over end users accessing the mid-tier.

With world-wide support centers - using the same AR installation, the 
plan is to have local web serves/mid-tier servers to improve end-to-end 
performance.

Am I missing out of anything here?

ARS 75p7, ITSM 75p1, mid-tier servers 7.6.4. Platform Windows Server 
2008 64 bits.

~
Terje




From: Action Request System discussion list(ARSList) on behalf of 
patrick zandi
Sent: Wed 16/03/2011 04:52 PM

To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4



** Geographically separated mid-tiers is not recommended.

making servers geographically separated (using DSO) and mid-tiers with 
them is.
 The network traffic between a mid-tier and the ARS server should be 
protected, at a high level of encryption, and to further put it geographically 
separated over a wan is a performance killer.

IMHO

Put the mid-tier and the Server on the same Physical Switch (reducing 
time)
use a group of mid-tier's (they are just clients) load balanced to 
increase speed.
Use the pre-load to increase speed, Tune the oracle tables associated 
with the common IO calls people are having.
The top 10
user indexes appropriately
use efficient queries
consider using set fields actions in filters instead of active links
avoid using filters which perform run process
stagger escalations times
use direct sql, $PROCESS$, sparingly
avoid sending notifications to many addressees
minimize the number of diary and long character Fields
avoid admin tool def changes during peak hours
keep you application design simple
implement DSO
allocate enough shared memory in the tomcat and server
provide adequate computer and network resource.



On Wed, Mar 16, 2011 at 12:26 PM, Roger Justice rjust2...@aol.com 
wrote:


   ** The first way to imporve WEB client performance is to locate 
the Mid_Tier servers closer to you users.




   -Original Message-
   From: Gard, Richard J rjg...@statestreet.com
   To: arslist arslist@ARSLIST.ORG
   Sent: Wed, Mar 16, 2011 12:23 pm
   Subject: Re: ITSM 7.6.4


   David,

   We are planning for our next global deployment of ITSM 
(7.6.03/4).  The new
   solution will hopefully address considerable performance issues 
experienced by
   remote users of our current 7.1 deployment.  The current 
deployment is located
   on the eastern seaboard where a large portion of my customer 
base is located.
   However, my clients in Asia Pacific (fastest growing) and Europe 
have complained
   about slow performance.  What is the recommended implementation 
of ITSM 7.6.03/4
   that will present the best response times for all users of the 
system?  We have
   considered placing mid tier and app servers in the remote 
regions, but I don't
   have data to support this design.  The reference

Need advice: Change how SLM's are getting detached

[Terje Moglestue]

I got a request to change how SLM's are detached - I am struggling to find the 
right solution. 

Problem:

The incident got a set of SLM's attached. The support engineer changes some of 
the conditions for the SLM - therefore an new set of SLM will attach. Let's say 
the support engineer updated urgency from Critical to High. The critical 
service targets is already attached to the incident. After the change of 
urgency you got two sets of service targets attached.

Old service target will be updated to detached but only of the old service 
target is not met or missed. Here comes the problem. We want all service 
targets to be detached not only those how have not met their due date.

This sounds like a simple change. Of some reason I am unable to find the right 
solution. I have done some logging and looked into the workflow - but I can not 
find the right place to make the change.

Any suggestions?

ARS 75p7, ITSM 75p1

Thanks,
Terje


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Re: Reaction to Atrium Core 7.6.03 Patch 001 Technical Bulletin

[Terje Moglestue]

Chris,

Chocking read.

You are normally right in your statements. It looks like we are doing the right 
thing waiting for ARS 7.6.4 and ITSM 7.6.4.

Terje



-- Sent from my Palm Pre
On 18 Jan 2011 17:36, strauss lt;stra...@unt.edugt; wrote: 

After reading the Technical Bulletin for Atrium Core 7.6.03 Patch 001, it is 
easy to become convinced that BMC has finally tortured their CMDB into a 
hopelessly un-maintainable nightmare of conflicting code releases.  There is a 
very large list of problems in 7.6.03 that patch 001 purports to fix 
(indicating that 7.6.03 was not tested very well before its release), and some 
of the fixes appear to generate new problems, while many more issues are still 
not addressed.  There are a number of manual processes that must be performed 
before even running the patch, and others that must be done afterwards to clean 
up the new problems that it creates, and then many workarounds listed for the 
unsolved problems that remain.  Admittedly there is a certain amount of it that 
I can ignore since I have refused to even install the Atrium Web Services - 
anywhere. It's the most depressing technical document that I have read in 
years, leaving me doubtful that we will be able to run a successful CMDB 
population project after we get migrated to 7.6.03/4.  I don't think I am even 
going to bother trying to install it on my 7.6.03 test and pre-production 
systems, but rather do a completely fresh install of 7.6.04 if/when that is 
released.



Is it just me, or did anyone else's brain turn to toast when trying to read 
this thing?  It makes me glad that my users are still blissfully unaware that 
there is a CMDB in the product, since we are still in production on an empty 
2.1 system with no Asset Mgmt module.



Christopher Strauss, Ph.D.

Call Tracking Administration Manager

University of North Texas Computing amp; IT Center



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Update of Style Sheets and ARS 7.5 and ITSM 7.5

[Terje Moglestue]

Folks,

I am looking into the possibility to implement our branding standard for ITSM 
Suite 7.5 where the logo colour and fonts meets our own standard. Our external 
customers are exposed to the Requester Console and our marketing people don't 
like what they see.

I have done this in previous versions of Remedy and have found these type of 
customizations extremely time consuming to implement. We are now running ARS 
7.5 and ITSM 7.5p1. Before I spend any time on it - is there any success 
stories out there updating Style Sheets?

I don't want to update all fields, forms and views accessed by our external 
customer. Update the Style Sheets must be the way to go! In general we are 
mainly talking of change in colours and fonts not font sizes. And BMC's logo 
has to go.

Have anyone successfully updated the appearance of selected applications within 
the ITSM Suite using the style sheets?

Thanks,
Terje


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Re: Update of Style Sheets and ARS 7.5 and ITSM 7.5

[Terje Moglestue]

Thanks Mike,

I have done my homework and I am well aware of chapter three in the mid-tier 
manual. It gives you the basic principle of how to customize style sheets with 
AR System.

In the past I have done plenty of work with Style Sheets with or without 
Remedy. I have not done any css work with ARS7.x or newer. One of the issues 
you will have is to find all tags used by ARS. It would have been great if 
ARSystem.css hold all the tags by default - or the system had a css file 
holding all the tags. Your only alternative is to find all the tags yourself by 
testing. 

www.cofeecup.com http://www.cofeecup.com/  got a good Style Sheet Editor for 
CSS - files. 

Back to my question? Any success stories out there? Changing the apparance of 
one the the ITSM 7.5 applications using style sheets? I do remember a old KB of 
style sheets and version 6.x but not anything related to Developer Studio,  ARS 
7.5 and ITSM 7.5.

Thanks,
Terje




From: Action Request System discussion list(ARSList) on behalf of Mike Wallick
Sent: Tue 16/02/2010 03:47 PM
To: arslist@ARSLIST.ORG
Subject: Re: Update of Style Sheets and ARS 7.5 and ITSM 7.5



Check out chapter three of the BMC Remedy Mid Tier Guide. It deals with
which stylesheet rules to change for individual form elements. As far as
the logo across the top of each form, I don't think that's defined in a
CSS rule; I believe you have to specify a logo on each form you wish to
change (that's how it was in earlier versions anyway).

Mike

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Terje Moglestue
Sent: Tuesday, February 16, 2010 9:05 AM
To: arslist@ARSLIST.ORG
Subject: Update of Style Sheets and ARS 7.5 and ITSM 7.5

Folks,

I am looking into the possibility to implement our branding standard
for ITSM Suite 7.5 where the logo colour and fonts meets our own
standard. Our external customers are exposed to the Requester Console
and our marketing people don't like what they see.

I have done this in previous versions of Remedy and have found these
type of customizations extremely time consuming to implement. We are now
running ARS 7.5 and ITSM 7.5p1. Before I spend any time on it - is there
any success stories out there updating Style Sheets?

I don't want to update all fields, forms and views accessed by our
external customer. Update the Style Sheets must be the way to go! In
general we are mainly talking of change in colours and fonts not font
sizes. And BMC's logo has to go.

Have anyone successfully updated the appearance of selected applications
within the ITSM Suite using the style sheets?

Thanks,
Terje



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Big fan of Remedy Developer Studio?

[Terje Moglestue]

I can not make up my mind if I like it or not! I am sorry if this has been 
debated up and down in the past on the arslist?

 

I find it quicker, faster and more effective to work within the old Remedy 
Administrator. There is some nice functionality within Remedy Developer Studio 
but in general everything takes longer time. Well - my fingers are more used to 
the Admin tool. Even so - I got better control and things are done quicker the 
old fashion way.

 

It might be the displays! At home I got two 24 displays. At work I am only 
given one 17. Working in the Studio is more fun then - it almost requires some 
big screens to work with. Still - my preferred tool is Remedy Admin.

 

Am I the only one who finds the transition to the Studio difficult? It is 
making the ARS platform more up-to-date but I think the Studio got a good way 
to go before it provides a good development environment. 

 

All the best

Terje


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Re: New Remedy AR System Developers Forum

[Terje Moglestue]

Joe,
We have had a drink or two on more than one RUG. I have been on this list since 
1994 and ARS developer since version 2.1. No spam my friend - just not been 
active on the list for the last few years.

Terje



Terje Moglestue
te...@moglestue.com
-- Sent from my Palm Prē
Joe D'Souza wrote:

Is this a spam mail by any chance?



I do not recognize this person as a regular poster, and hence avoided

clicking on that link.



Joe



-Original Message-

From: Action Request System discussion list(ARSList)

[mailto:arsl...@arslist.org]on Behalf Of pivanov

Sent: Tuesday, February 02, 2010 5:55 AM

To: arslist@ARSLIST.ORG

Subject: New Remedy AR System Developers Forum





Dear Colleagues,



 i want to introduce you a New Remedy AR System Developers Forum :

www.remedydevelopers.eu. Hope to be useful for someone :)



Regards,

 Plamen Ivanov

 (Пламен Иванов)



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Re: Problem with 0 kb attachments

[Terje Moglestue]

Directly added into the work log at the time when the record is created. They 
are also using the browser not the user tool.
 
It is random. Most attachements are correct. We have not been able to reproduce 
or ask a user to reproduce. There is a few 0 kb attachments every day/week.
 
Terje
 
mailto:te...@moglestue.com  



From: Action Request System discussion list(ARSList) on behalf of Jarl Grøneng
Sent: Thu 28/01/2010 06:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with 0 kb attachments



HI,

Are the attachments added using Email Engine? Or added direct into the
work log by the user?

--
Jarl


2010/1/28 Terje Moglestue te...@moglestue.com:
 Hi folks,



 I need some help resolve an attachment issue using Incident Management 7.5. 
 The user attachments appear as a 0 kb attachments in HelpDesk view although 
 the attachments is available in the Work Log.



 We have analyzed logs without any help. This happens on a random but regular 
 basis. Any tips welcome.



 ARS 7.5p1

 Incident Management 7.5p1



 Terje



 mailto:te...@moglestue.com



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Re: Problem with 0 kb attachments

[Terje Moglestue]

Konrad,
 
Thanks. Do you got the defect ID?
 
Done Remedy workflow since 1994 - almost given up several times. But I am still 
here.We need BMC to fix this bug. (and a few others...)
 
Terje
 



From: Action Request System discussion list(ARSList) on behalf of 
gene...@remedy-sso.com
Sent: Fri 29/01/2010 10:22 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with 0 kb attachments



Hi,

This bug exist in mid-tier from version 6.3.
I sent to BMC many times request. They always tell me that this bug will be
repaired in next version.
We have now version 7.5 and bug exist :).
So you must get used to this bug, I have lost hope.

Regards

Konrad
Single Sign On for Remedy AR System
http://www.remedy-sso.com http://www.remedy-sso.com/ 


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Terje Moglestue
Sent: Friday, January 29, 2010 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with 0 kb attachments

Directly added into the work log at the time when the record is created.
They are also using the browser not the user tool.

It is random. Most attachements are correct. We have not been able to
reproduce or ask a user to reproduce. There is a few 0 kb attachments every
day/week.

Terje

mailto:te...@moglestue.com 



From: Action Request System discussion list(ARSList) on behalf of Jarl
Grøneng
Sent: Thu 28/01/2010 06:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Problem with 0 kb attachments



HI,

Are the attachments added using Email Engine? Or added direct into the
work log by the user?

--
Jarl


2010/1/28 Terje Moglestue te...@moglestue.com:
 Hi folks,



 I need some help resolve an attachment issue using Incident Management
7.5. The user attachments appear as a 0 kb attachments in HelpDesk view
although the attachments is available in the Work Log.



 We have analyzed logs without any help. This happens on a random but
regular basis. Any tips welcome.



 ARS 7.5p1

 Incident Management 7.5p1



 Terje



 mailto:te...@moglestue.com





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Problem with 0 kb attachments

[Terje Moglestue]

Hi folks,

 

I need some help resolve an attachment issue using Incident Management 7.5. The 
user attachments appear as a 0 kb attachments in HelpDesk view although the 
attachments is available in the Work Log. 

 

We have analyzed logs without any help. This happens on a random but regular 
basis. Any tips welcome. 

 

ARS 7.5p1

Incident Management 7.5p1

 

Terje

 
 
mailto:te...@moglestue.com  

 

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Re: ITIL Remedy

[Terje Moglestue]

The ITSM 7 generation of Remedy have made several senior Remedy developers to 
rethink if they want to continue working in the ARS Environment. Senior account 
managers, sales and pre-sales people are selling to their clients that that 
customization is something the client should not do. Everything that needs to 
be fixed will be fixed in patches generated by BMC. Some clients have had bad 
experience with upgrades and over customized sites. Personally I think BMC are 
on a wrong path with their direction with their no customization attitude and 
their use of patches. It can easily backfire.

 

Long time consultants are turning into configuration slaves, foundation data 
loaders and the never ending patch players. Personally I am not happy the 
direction of my profession. One of the best selling functionalities of ARS has 
been the quick development time and easy customization to meet most 
requirements.

 

Patches need to be more transparent. All workflow changes must be documented or 
the code available for local review.
 
~Terje
 
 



From: Action Request System discussion list(ARSList) on behalf of Rick Cook
Sent: Tue 06/05/2008 07:38 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy


** I agree with you on the patches, Shawn.  It may be easier to use, but I 
can't imagine telling a customer (or my manager) that I want to install a 
patch, though I have no idea what effect that patch will have because I don't 
know the contents.  Surely there's some ITIL practice being violated here.

I don't think hoping for the best is part of a standard Release or Change 
Management process.  Perhaps someone at BMC could shed some light on why they 
are using such a process?

Rick


On Tue, May 6, 2008 at 11:29 AM, Pierson, Shawn [EMAIL PROTECTED] wrote:


** 

Scott,

You are correct, but BMC sales folks often tell you that you either 
shouldn't customize or that there is no need to.  They also like to push for 
any customizations, even small cosmetic ones, being something you should hire 
BMC Professional Services to do.

On the other hand, BMC themselves have made ITSM much harder to 
customize, and has made the patches less transparent.  It was much easier to 
maintain customizations when you could manually install a patch by importing a 
.def file and see what was going to happen before you do it.  With the new 
method, you basically just have to click next a few times and hope for the 
best.  I think BMC went this route strategically in order to make it easier for 
novices to install patches.

Shawn Pierson

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 06, 2008 12:35 PM 

To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy



 

** 

Kevin,

I do not think that if you customize ITSM 7 that you are breaking 
BMC's rules. At the BMC User World  in Vancouver, one of the pre-conference 
tutorials (a tutorial developed and taught by BMC) was title In-depth Analysis 
into Best Practices of BMC Remedy IT Service Management 7.x.. Lesson 5 of the 
tutorial is titled Customizing ITSM Applications. The lesson even describes 
how to customize the Incident Management Process Flow. I've never heard 
anything about BMC not supporting a customized ITSM 7 application, nor have I 
seen any communication from BMC, written or otherwise, that states you are not 
to customize the apps.

 

By the way, I would be considered both an AR Server application 
developer and an ITSM implementer.

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com http://www.itprophets.com/  



From: Action Request System discussion list(ARSList) [mailto:[EMAIL 
PROTECTED] On Behalf Of Kevin Pulsen
Sent: Tuesday, May 06, 2008 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITIL Remedy

 

** There seems to be a smoldering issue here.

In previous versions, you could customize the dickens out of the ootb 
applications (To fit your business needs).

However now with ITSM 7, customization is a four letter word.

You are allowed to configure it, but if want to customize it you are 
breaking BMC's rules.

It seems like there is a line being drawn in the sand between the AR 
Server application developers and the ITSM implementers.

Is this thread now really about ITIL and ITSM?

Just a reminder, this is the direction BMC is making with it's product 
line. You may like it, you may hate it, either way it's a product we have to 
support.


Kathy,

Was your question answered to your satisfaction?

Kevin P.

Download 554MB from BMC.COM...

[Terje Moglestue]

I just needed to download all ITSM 7.0.3 releases for one of my clients. Asset 
7.0.3 for Windows is now 554MB! It must be some good stuff in there - but what 
a killer!

 

AM 7.0.2 was around 350MB - what have they done? Added a new language, included 
the Data Management Module, included patch 6 and a few more bugs (sorry - it 
was a new year joke). The file size is starting to become a problem. It takes 
forever to download at best. Normally the download is terminated a few times 
when downloading from the client.

 

BMC needs to come up with a solution here: Some alternatives:

 

- A download tool that restarts where it took off when terminated.

- Separate their download files into smaller packages.

 

 

All the best 
Terje 
 
Terje Moglestue
Mogle Consulting Ltd
 
Office  +44 1344 621060
Mobile +44 7740 90 9985
Fax +44 870 134 7023
Email [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 
 

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Re: BMC Foundation Data Loader

[Terje Moglestue]

Kevin,
 
I am having the same issue for one of my clients.
 
BMC is about to release a new data loader called BMC Data Management. It's a 
set of workflow in combination with excel sheets to perform the initial load of 
foundation data. It looks quite nice. From the new Data Load Console you 
control all the foundation data elements. Even their new tool do not support a 
regular data load.
 
I am now looking into to combine the new BMC Data Management module with BMC 
AIE. Where the BMC AIE perform a regular load in the Data Management module. 
Personally I would have expected this interface to be part of the solution.
 
There is alternatives out there. Take a look at Effective Technologies 
www.effect-tech.com/product2.html They got a really nice and effective 
solution. 
 
All the best
Terje
 
Terje Moglestue
Mogle Consulting Ltd
 
Office  +44 1344 621060
Mobile +44 7740 90 9985
Fax +44 870 134 7023
Email [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] 



From: Action Request System discussion list(ARSList) on behalf of Jo Pottinger
Sent: Wed 11/28/07 10:38 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Foundation Data Loader


** 
Hi Kevin,
 
You're correct in that the Foundation Data Loader is really only intended for 
the initial loading of data, so therefore will not update existing records in 
the way you want.
 
However, there was a utility that could be purchased for use with ITSP which 
does what you're after.
 
Obviously, this is not going to be any use for you, but I understand that BMC 
are currently working on an equivalent utility for ITSM, which should do 
exactly what you need.  
 
I'm not aware of timescales, but I very much doubt it's going to be available 
in time to help you with your current task.
 
CheersJo


- Original Message 
From: Kevin Shaffer [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, 28 November, 2007 8:15:31 AM
Subject: BMC Foundation Data Loader

** Has anyone successfully used the BMC Foundation Data Loader that was release 
around 10/31?  I have a couple of questions.
 
I am hoping I am missing something but it appears it will only create new 
records.  Can someone confirm if that is true or not.  We have about 200,000 
records in our People form and I have a list of about 2000 users that need to 
have their support groups and permissions updated.  I was hoping to use this 
tool to meet this need.  I am able to get the tool to create new records but 
cant figure out how to update exisiting records, even if I supply the person id.
 
Assuming I screwed something up and you can update records, I dont understand 
what the link is between the tabs, so on the 03 CTM-PeoplePermissionGroups tab 
it has 3 columns, Permission Group, License Type and Template Name.  How does 
it know to put that permission to the user JDOE.  I dont understand what the 
identifier is.
 
Any help would be appreciated
 
Thanks
Kevin Shaffer

 
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Approval Server 6.3

[Terje Moglestue]

Folks,

I got a delicate problem. I need to find out if the “currant signature” is
the last signature in the approval chain or if there are other signatures
following the currant.

Why? I am changing the approval process for one of my clients. Some users
are allowed to delete or remove the currant signature – but they are only
allowed to remove the currant signature if the approval process have not
completed. 

At present time I am using the Sig-Cancelled Application Command. The
command does exactly what I want – it cancelled the signature. The problem
is I don’t want this to happen for the last signature in the chain. 

All the best
Terje

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