RE: Announcements: Doug Mueller has left BMC, ARSlist will be shutting down on US Thanksgiving, Nov. 28th

[Timothy Powell]

Doug,

It was a pleasure knowing you, catching back up and talking to you at
events, and for me, the rare opportunity to actually work with you for
several months on a project. It was truly an honor and something I will
never forget.

 

Best wishes in your future endeavors Doug! I hope we'll still see you around
my friend.

 

With respect and admiration,

Tim Powell

 

From: ARSList  On Behalf Of
arsl...@danielbloom.ca
Sent: Wednesday, October 02, 2019 5:44 PM
To: arslist@arslist.org
Subject: Announcements: Doug Mueller has left BMC, ARSlist will be shutting
down on US Thanksgiving, Nov. 28th

 

Doug Mueller's last day at BMC was Monday, September 30th. As we all know,
Doug was the creator of the ARSystem as a founding member of Remedy
Corporation.

 

He has always retained the philosophy of supporting the user community, even
before he accepted my invitation to join this list in 1993.

 

After consultation with Jason and Misi, the current custodians of this
ARSlist, it was decided that I should post to this external list that Doug
has left, in the hopes that all current and former members of our community
can express their best wishes here where it can be done outside of a
Corporation based community and where Doug can of course also read them.

 

In Doug's honor, it was also decided that we would shut down the ARSlist
permanently on US Thanksgiving, giving folks until then to post their
comments, and to signify the thanks we give to Doug for all he has done.

 

My understanding is that the archives will continue to be available, and of
course can be saved for posterity.

 

For my part, it was sad news that someone who has contributed so much, holds
so many forward thinking innovative patents singularly and jointly with
others, would be departing. 

 

I was supposed to post this yesterday and it took me until today to accept
that he really had left. I won't be disappointed if I am proven wrong ...

 

Dan

Daniel Bloom

Founder of the ARSlist in November 1993

Active in the Remedy ARSystem world since 1.0

 

 

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RE: DON'T unsubscribe me

[Timothy Powell]

I’m still hanging on to my Remedy mouse pads and coffee cups….

 

/tp

 

From: ARSList  On Behalf Of Dave Shellman
Sent: Friday, August 23, 2019 7:00 PM
To: ARSList 
Subject: Re: DON'T unsubscribe me

 

Her Remedy stuff that’s hanging around for occasional searches.

 

Dave

 

On Fri, Aug 23, 2019 at 5:43 PM LJ LongWing mailto:lj.longw...@gmail.com> > wrote:

What kinda stuff?

 

On August 23, 2019 3:31:27 PM "Sanford, Claire" 
mailto:claire.sanf...@memorialhermann.org> 
> wrote:

Even though I don’t do Remedy any more, I would be lost without you  :) 
   

 

 

 

Besides when I figure out what to do with my “stuff”  I’ll share it here!  The 
suckers that left will have left too soon!

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RE: AST:Attribute Question

[Timothy Powell]

Thanks for the reply. Maybe I’m reading the KB wrong. And maybe I had a few 
anomaly’s. I’m double checking my situation.

Regards,

/tp

 

From: ARSList  On Behalf Of Vinod Gaidhani
Sent: Thursday, June 06, 2019 2:15 PM
To: ARSList 
Subject: Re: AST:Attribute Question

 




We have recently upgraded to 18.05 and have removed multiple staging CIs but it 
never removed AST:Attribute record if Production dataset CI still exists. I 
think this only occurs, if Production dataset CI is removed and then staging 
gets removed, will cause AST:Attribute record to be deleted. Not sure if the 
issue you are referring to exist only in 9.1.04.

 

Also for manually creating AST:Attribute record check for ztmpkeyword attribute 
if that is null/incorrect, you cant search/see that asset in asset management.

 

 

On Thu, Jun 6, 2019 at 12:14 PM Timothy Powell 
mailto:timothy.pow...@pbs-consulting.com> > 
wrote:

Agreed. The attributes record should be updated once the recon occurs with the 
gold data instance ID. But….
See this article.

 

https://communities.bmc.com/docs/DOC-61026

 

From: ARSList mailto:arslist-boun...@arslist.org> 
> On Behalf Of Jason Miller
Sent: Thursday, June 06, 2019 12:29 PM
To: ARSList mailto:arslist@arslist.org> >
Subject: Re: AST:Attribute Question

 

No mater if this is as designed or not, if removing staging data has a negative 
impact on the production dataset, I consider this a defect.

 

I know this doesn't help you in the short term but it sounds like a bad design 
based on what you have described.

 

Jason

 

On Thu, Jun 6, 2019 at 9:53 AM Timothy Powell 
mailto:timothy.pow...@pbs-consulting.com> > 
wrote:

Ok, I know I can’t be the first person to encounter this.
Pre 9.x, if you created a CI in a staging dataset the AST:Attribute record was 
not created until the CI was recon into the gold dataset at which time they 
were tied to together by the RECON ID. You could then delete the staging record 
if needed and it did not impact the CI record to attribute record relationship 
and you could see the record in the AST form (AST:ComputerSystem).

As of 9.x, the AST:Attribute record is now created when you first create the CI 
in the staging dataset and they are tied together using the staging record's 
Instance ID. Once the CI is recon to the gold dataset, if you delete the 
staging record, the AST:Attribute record gets deleted as well. I understand 
that this is "intended and as designed". BUT, now you can't see the gold asset 
in AST:ComputerSystem.

If I try to create a new AST:Attribute record using the gold record's instance 
ID data, the attribute record does create. But for some reason, even though the 
AST:ComputerSystem join criteria is met, I still can't see the CI in 
AST:ComputerSystem. Does anybody have a workaround for this issue?

ARS/ITSM 9.1.04

Regards,
Tim



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RE: AST:Attribute Question

[Timothy Powell]

Agreed. The attributes record should be updated once the recon occurs with the 
gold data instance ID. But….
See this article.

 

https://communities.bmc.com/docs/DOC-61026

 

From: ARSList  On Behalf Of Jason Miller
Sent: Thursday, June 06, 2019 12:29 PM
To: ARSList 
Subject: Re: AST:Attribute Question

 

No mater if this is as designed or not, if removing staging data has a negative 
impact on the production dataset, I consider this a defect.

 

I know this doesn't help you in the short term but it sounds like a bad design 
based on what you have described.

 

Jason

 

On Thu, Jun 6, 2019 at 9:53 AM Timothy Powell 
mailto:timothy.pow...@pbs-consulting.com> > 
wrote:

Ok, I know I can’t be the first person to encounter this.
Pre 9.x, if you created a CI in a staging dataset the AST:Attribute record was 
not created until the CI was recon into the gold dataset at which time they 
were tied to together by the RECON ID. You could then delete the staging record 
if needed and it did not impact the CI record to attribute record relationship 
and you could see the record in the AST form (AST:ComputerSystem).

As of 9.x, the AST:Attribute record is now created when you first create the CI 
in the staging dataset and they are tied together using the staging record's 
Instance ID. Once the CI is recon to the gold dataset, if you delete the 
staging record, the AST:Attribute record gets deleted as well. I understand 
that this is "intended and as designed". BUT, now you can't see the gold asset 
in AST:ComputerSystem.

If I try to create a new AST:Attribute record using the gold record's instance 
ID data, the attribute record does create. But for some reason, even though the 
AST:ComputerSystem join criteria is met, I still can't see the CI in 
AST:ComputerSystem. Does anybody have a workaround for this issue?

ARS/ITSM 9.1.04

Regards,
Tim



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AST:Attribute Question

[Timothy Powell]

Ok, I know I can’t be the first person to encounter this.
Pre 9.x, if you created a CI in a staging dataset the AST:Attribute record was 
not created until the CI was recon into the gold dataset at which time they 
were tied to together by the RECON ID. You could then delete the staging record 
if needed and it did not impact the CI record to attribute record relationship 
and you could see the record in the AST form (AST:ComputerSystem).

As of 9.x, the AST:Attribute record is now created when you first create the CI 
in the staging dataset and they are tied together using the staging record's 
Instance ID. Once the CI is recon to the gold dataset, if you delete the 
staging record, the AST:Attribute record gets deleted as well. I understand 
that this is "intended and as designed". BUT, now you can't see the gold asset 
in AST:ComputerSystem.

If I try to create a new AST:Attribute record using the gold record's instance 
ID data, the attribute record does create. But for some reason, even though the 
AST:ComputerSystem join criteria is met, I still can't see the CI in 
AST:ComputerSystem. Does anybody have a workaround for this issue?

ARS/ITSM 9.1.04

Regards,
Tim



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RE: Dev Studio broken after Upgrade to 9.1.03.001

[Timothy Powell]

“I cannot open active links and filters. I can open forms.”

And that was the exact thing we encountered at times. Increasing the DS memory 
eliminated that. But based on your comments, it sounds like this is not a DS 
issue but an ARS issue.

I would start fresh:
Shut down the ar service on the server. Backup the arerror.log and then clear 
it so that on service start we get just that snapshot of what’s going on. Set 
up a combined API/SQL log file as well. Then crank it up. Once the service is 
up and running, review the arerror.log and analyze the API/SQL log using some 
sort of log analyzer to see if anything pops out.

Once I was done with that, I’d set up a new API/SQL combined log, try to load 
the server in DS again. Wait until it throws error 93 and then see if I can 
find a corresponding issue in arerror.log and run that 2nd API/SQL log thru the 
analyzer again to find where it’s jamming up.

 

/tp

 

From: ARSList <arslist-boun...@arslist.org> On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 11:40 AM
To: ARSList <arslist@arslist.org>
Subject: Re: Dev Studio broken after Upgrade to 9.1.03.001

 

Fair enough Tim. 

 

The wired thing is that at times when I can connect I cannot open active links 
and filters. I can open forms.

 

No issues with other severs on same client, same ds and same ar server 
configuration.

 

Thomas





On Mar 21, 2018, at 4:34 PM, Timothy Powell <timothy.pow...@pbs-consulting.com 
<mailto:timothy.pow...@pbs-consulting.com> > wrote:

 

I don’t know. You didn’t mention that there was a 2nd server involved where it 
loaded successfully. If you have 2 identical servers and are using DS on the 
SAME client machine to access them and one server loads properly and the other 
does not, then I probably would have eliminated a client side issue and not 
mentioned this. I’m just spit balling based on the scenario provided. :-)

 

The only other thing I can think where this DS memory issue still might apply 
is if you are trying to log in to/load up both servers at the same time in your 
DS session. If you are trying to log in to both at the same time, try logging 
in to the unsuccessful one independently. 

 

/tp

 

From: ARSList <arslist-boun...@arslist.org <mailto:arslist-boun...@arslist.org> 
> On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 10:53 AM
To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Re: Dev Studio broken after Upgrade to 9.1.03.001

 

Thanks Tim,

 

I'll check but why does it work with other server of the same version then?

 

 

Thomas

 






On Mar 21, 2018, at 3:40 PM, Timothy Powell < 
<mailto:timothy.pow...@pbs-consulting.com> timothy.pow...@pbs-consulting.com> 
wrote:

 

I’ve seen this before when the dev studio did not have enough memory to load a 
large list of workflow objects. The default is 512mb.

Go to the DS config and try increasing the memory it uses from 512 to 2048. 
That’s what worked for us.

 

-vm

C:\Program Files\Java\jre1.8.0_161\bin\javaw.exe

-vmargs

-Xms64m

-Xmx512m

 

 

From: ARSList < <mailto:arslist-boun...@arslist.org> 
arslist-boun...@arslist.org> On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 9:44 AM
To: ARSList < <mailto:arslist@arslist.org> arslist@arslist.org>
Subject: Dev Studio broken after Upgrade to 9.1.03.001

 

Hi Listers,

 

we have successfully upgraded our archive stand alone server from 8.1.00.002 to 
9.1.03.001 Hotfix from Oct 2017.

 

We can login and work using the Mid Tier.

 

Dev Studio takes ages to log in. At other times the login works smoothly, we 
can load the form list but we cannot open the Active Link, Filter, Guides Lists 
as we get a time one saying that the server is busy.

 

Any ideas where to start looking? The support has no idea so far.

 

 

Thomas

 

 

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RE: Dev Studio broken after Upgrade to 9.1.03.001

[Timothy Powell]

Continuing on this thought line. You mention that it’s an upgrade from 8.x to 
9.x. Was object reservation enabled when it was 8.x and is now turned off in 
9.x? 

If yes, you still may have bad object reservation records. Check the AR System 
Version Control: Object Reservation form for orphaned/invalid records.

 

/tp

 

From: ARSList  On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 10:25 AM
To: ARSList 
Subject: Re: Dev Studio broken after Upgrade to 9.1.03.001

 

No, I don’t have it.





On Mar 21, 2018, at 3:23 PM, Jason Miller  > wrote:

 

Do you have object reservations turned on? I have seen even in 8.x where an 
object reservation somehow is created without an Object Name and Dev Studio 
will throw an error loading the object list for that type of object until those 
records are deleted. 

 

Jason  

 

On Wed, Mar 21, 2018 at 9:06 AM, Thomas Miskiewicz  > wrote:

Hi Listers,

 

we have successfully upgraded our archive stand alone server from 8.1.00.002 to 
9.1.03.001 Hotfix from Oct 2017.

 

We can login and work using the Mid Tier.

 

Dev Studio takes ages to log in. At other times the login works smoothly, we 
can load the form list but we cannot open the Active Link, Filter, Guides Lists 
as we get a time one saying that the server is busy.

 

Any ideas where to start looking? The support has no clue so far.

 

 

Thomas


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https://mailman.rrr.se/cgi/listinfo/arslist

 

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RE: Dev Studio broken after Upgrade to 9.1.03.001

[Timothy Powell]

I don’t know. You didn’t mention that there was a 2nd server involved where it 
loaded successfully. If you have 2 identical servers and are using DS on the 
SAME client machine to access them and one server loads properly and the other 
does not, then I probably would have eliminated a client side issue and not 
mentioned this. I’m just spit balling based on the scenario provided. :-)

 

The only other thing I can think where this DS memory issue still might apply 
is if you are trying to log in to/load up both servers at the same time in your 
DS session. If you are trying to log in to both at the same time, try logging 
in to the unsuccessful one independently. 

 

/tp

 

From: ARSList <arslist-boun...@arslist.org> On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 10:53 AM
To: ARSList <arslist@arslist.org>
Subject: Re: Dev Studio broken after Upgrade to 9.1.03.001

 

Thanks Tim,

 

I'll check but why does it work with other server of the same version then?

 

 

Thomas

 





On Mar 21, 2018, at 3:40 PM, Timothy Powell <timothy.pow...@pbs-consulting.com 
<mailto:timothy.pow...@pbs-consulting.com> > wrote:

 

I’ve seen this before when the dev studio did not have enough memory to load a 
large list of workflow objects. The default is 512mb.

Go to the DS config and try increasing the memory it uses from 512 to 2048. 
That’s what worked for us.

 

-vm

C:\Program Files\Java\jre1.8.0_161\bin\javaw.exe

-vmargs

-Xms64m

-Xmx512m

 

 

From: ARSList <arslist-boun...@arslist.org <mailto:arslist-boun...@arslist.org> 
> On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 9:44 AM
To: ARSList <arslist@arslist.org <mailto:arslist@arslist.org> >
Subject: Dev Studio broken after Upgrade to 9.1.03.001

 

Hi Listers,

 

we have successfully upgraded our archive stand alone server from 8.1.00.002 to 
9.1.03.001 Hotfix from Oct 2017.

 

We can login and work using the Mid Tier.

 

Dev Studio takes ages to log in. At other times the login works smoothly, we 
can load the form list but we cannot open the Active Link, Filter, Guides Lists 
as we get a time one saying that the server is busy.

 

Any ideas where to start looking? The support has no idea so far.

 

 

Thomas

 

 

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RE: Dev Studio broken after Upgrade to 9.1.03.001

[Timothy Powell]

I've seen this before when the dev studio did not have enough memory to load
a large list of workflow objects. The default is 512mb.

Go to the DS config and try increasing the memory it uses from 512 to 2048.
That's what worked for us.

 

-vm

C:\Program Files\Java\jre1.8.0_161\bin\javaw.exe

-vmargs

-Xms64m

-Xmx512m

 

 

From: ARSList  On Behalf Of Thomas Miskiewicz
Sent: Wednesday, March 21, 2018 9:44 AM
To: ARSList 
Subject: Dev Studio broken after Upgrade to 9.1.03.001

 

Hi Listers,

 

we have successfully upgraded our archive stand alone server from 8.1.00.002
to 9.1.03.001 Hotfix from Oct 2017.

 

We can login and work using the Mid Tier.

 

Dev Studio takes ages to log in. At other times the login works smoothly, we
can load the form list but we cannot open the Active Link, Filter, Guides
Lists as we get a time one saying that the server is busy.

 

Any ideas where to start looking? The support has no idea so far.

 

 

Thomas

 

 

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Re: ARS Wikipedia page

[Timothy Powell]

If the sales person and the person writing the SOW (1) and the project manager 
(2) stayed within the package guidelines as we had it written, 1 & 2 were 
almost a no-brainer. The things almost sold themselves to small and midsized 
businesses.

 

#3… You never knew. But back then, our stable of RR people was pretty solid.

 

/tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: Friday, August 18, 2017 12:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wikipedia page

 

** 

Since I did a Rapid Results at BMC it need three things to be successful.

 

Was it sold properly

Was there a good project plan

As you stated was there a knowledgeable consultant doing the work.

 





-Original Message-
From: Lee Cullom <lee.cul...@northcraftanalytics.com 
<mailto:lee.cul...@northcraftanalytics.com> >
To: arslist <arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> >
Sent: Fri, Aug 18, 2017 11:39 am
Subject: Re: ARS Wikipedia page

** 

Tim – Good point on Rapid Results… it was unbelievably popular.  Such a good 
idea.  Customers always would come back for more services later anyway.  I 
heard complaints about Rapid Results over the years (not from customers, but 
Remedy people) which can essentially be summed up as, “15 days just isn’t 
enough for a full implementation, the customer will just end up being 
dissatisfied and need to come back to the well for more services later.”  My 
response to that would be… Fine, but they paid like 30K.  Now, you would pay 
150K for someone to come in and configure the application administration 
functions… and the customer STILL comes back.

 

Also – there are people on this list (including yourself most likely Tim) that 
can actually still do a 15-day implementation of BMC Remedy ITSM.  It ain’t 
that hard.  It just seems that way to people who haven’t been around it that 
long.

 

Our software is infinitely more complex to implement.  And, it’s 3 days per 
module.  All you need is experienced people.  That’s it.  

 

The experienced consultants (as everyone here well knows) rarely (there are 
exceptions of course) work for the manufacturer.  RARELY.  This applies to 
ServiceNow too.  Seeing those implementations is hilarious.  It’s like I’m in a 
time machine… being transported back to 1999… and seeing a Help Desk 4.0 
implementation.  And customers think that it’s amazing.  Unless they have been 
around for a while.

 

History does matter, but the issue is that you have ever-changing people at 
corporations.  

 

Still… It’s a fun gig!  I’d have it no other way.

 

 

 

Lee Cullom | Northcraft Analytics

IT Metrics Specialist | Business Intelligence Applications for IT

Direct – 678-438-7244 |  <http://www.northcraftanalytics.com> 
http://www.northcraftanalytics.com

Main - (678) 664-ITSM

 
<https://www.linkedin.com/company/1747717?trk=tyah=clickedVertical%3Acompany%2Cidx%3A2-1-6%2CtarId%3A1429298510789%2Ctas%3ANorthcraft>
  <http://twitter.com/#!/NorthcraftIT>  
<http://youtube.com/user/northcraftanalytics> 

What is Northcraft Analytics?  <http://www.youtube.com/watch?v=SRNyPNK_HJc> 
Find out in 87 Seconds.  

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG?> ] On Behalf Of 
Timothy Powell
Sent: Wednesday, August 16, 2017 9:38 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: ARS Wikipedia page

 

** 

Good point Joe. As a mentor told me long ago….the bread and butter is not in 
the packaged COTS suites. That’s the gravy. Those ITSM packages are available 
by numerous companies and is like the flavor of the day.

 

The real test is in how you can integrate a robust automation engine into the 
other aspects of your IT world and get that embedded. That’s where longevity 
happens. So if you can automate your organization’s OTHER IT processes using 
ARSystem….you are doing yourself a favor and extending your usefulness.

 

Plus…not every company can afford the full ITSM Suite as currently marketed by 
BMC. If they went back to the old lessons learned and profits realized in the 
Rapid Results days and delivered a scaled down “lite” version of ITSM…call it, 
oh, I don’t know…Helpdesk :-)….they would gain some extra revenue and traction.

 

/tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, August 16, 2017 4:27 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: ARS Wikipedia page

 

** 

Having learnt some development in the SNOW platform, I agree, that the ARS has 
much more richer development and more importantly customization capabilities 
when compared to SNOW. The downslide can mostly therefore be attributed to BMC 
not acknowledging the power in its own hands with a development tool like the 
ARS and focusing only on

Re: ARS Wikipedia page

[Timothy Powell]

Yes they usually came back for services and they almost ALWAYS bought more 
licenses as the 5 that came with the base package just wasn’t enough. More 
licenses = more reoccurring support revenue. And it was popular. I stayed on 
the road almost 100% for right at 2 years doing nothing but RR packages.

 

Yeah I could still get out there and do a 10-15 day HELPDESK implementation. :-)
It was indeed good times Lee….

 

/tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Lee Cullom
Sent: Friday, August 18, 2017 11:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wikipedia page

 

** 

Tim – Good point on Rapid Results… it was unbelievably popular.  Such a good 
idea.  Customers always would come back for more services later anyway.  I 
heard complaints about Rapid Results over the years (not from customers, but 
Remedy people) which can essentially be summed up as, “15 days just isn’t 
enough for a full implementation, the customer will just end up being 
dissatisfied and need to come back to the well for more services later.”  My 
response to that would be… Fine, but they paid like 30K.  Now, you would pay 
150K for someone to come in and configure the application administration 
functions… and the customer STILL comes back.

 

Also – there are people on this list (including yourself most likely Tim) that 
can actually still do a 15-day implementation of BMC Remedy ITSM.  It ain’t 
that hard.  It just seems that way to people who haven’t been around it that 
long.

 

Our software is infinitely more complex to implement.  And, it’s 3 days per 
module.  All you need is experienced people.  That’s it.  

 

The experienced consultants (as everyone here well knows) rarely (there are 
exceptions of course) work for the manufacturer.  RARELY.  This applies to 
ServiceNow too.  Seeing those implementations is hilarious.  It’s like I’m in a 
time machine… being transported back to 1999… and seeing a Help Desk 4.0 
implementation.  And customers think that it’s amazing.  Unless they have been 
around for a while.

 

History does matter, but the issue is that you have ever-changing people at 
corporations.  

 

Still… It’s a fun gig!  I’d have it no other way.

 

 

 

Lee Cullom | Northcraft Analytics

IT Metrics Specialist | Business Intelligence Applications for IT

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Wednesday, August 16, 2017 9:38 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: ARS Wikipedia page

 

** 

Good point Joe. As a mentor told me long ago….the bread and butter is not in 
the packaged COTS suites. That’s the gravy. Those ITSM packages are available 
by numerous companies and is like the flavor of the day.

 

The real test is in how you can integrate a robust automation engine into the 
other aspects of your IT world and get that embedded. That’s where longevity 
happens. So if you can automate your organization’s OTHER IT processes using 
ARSystem….you are doing yourself a favor and extending your usefulness.

 

Plus…not every company can afford the full ITSM Suite as currently marketed by 
BMC. If they went back to the old lessons learned and profits realized in the 
Rapid Results days and delivered a scaled down “lite” version of ITSM…call it, 
oh, I don’t know…Helpdesk :-)….they would gain some extra revenue and traction.

 

/tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, August 16, 2017 4:27 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: ARS Wikipedia page

 

** 

Having learnt some development in the SNOW platform, I agree, that the ARS has 
much more richer development and more importantly customization capabilities 
when compared to SNOW. The downslide can mostly therefore be attributed to BMC 
not acknowledging the power in its own hands with a development tool like the 
ARS and focusing only on its ITSM offerings. I wish I could say it is never too 
late to turn around but it just may be too late to do that now having lost as 
much of its customers to SNOW as it already has..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Monday, August 14, 2017 12:45 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: Re: ARS Wikipe

Re: ARS Wikipedia page

[Timothy Powell]

Good point Joe. As a mentor told me long ago….the bread and butter is not in 
the packaged COTS suites. That’s the gravy. Those ITSM packages are available 
by numerous companies and is like the flavor of the day.

 

The real test is in how you can integrate a robust automation engine into the 
other aspects of your IT world and get that embedded. That’s where longevity 
happens. So if you can automate your organization’s OTHER IT processes using 
ARSystem….you are doing yourself a favor and extending your usefulness.

 

Plus…not every company can afford the full ITSM Suite as currently marketed by 
BMC. If they went back to the old lessons learned and profits realized in the 
Rapid Results days and delivered a scaled down “lite” version of ITSM…call it, 
oh, I don’t know…Helpdesk :-)….they would gain some extra revenue and traction.

 

/tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, August 16, 2017 4:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS Wikipedia page

 

** 

Having learnt some development in the SNOW platform, I agree, that the ARS has 
much more richer development and more importantly customization capabilities 
when compared to SNOW. The downslide can mostly therefore be attributed to BMC 
not acknowledging the power in its own hands with a development tool like the 
ARS and focusing only on its ITSM offerings. I wish I could say it is never too 
late to turn around but it just may be too late to do that now having lost as 
much of its customers to SNOW as it already has..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Monday, August 14, 2017 12:45 PM
To: arslist@ARSLIST.ORG  
Subject: Re: ARS Wikipedia page

 

** 

I think we can probably assume this is just inline with the decision way back 
when to not market the ARSystem by itself.  

Greatest mistake they ever made (IMHO).  BMC has turned Remedy ITSM into bloat 
ware.  One of the many reasons so many organizations are making the jump to 
SNow.

I still say ARSystem is the superior platform.

 

On Mon, Aug 14, 2017 at 12:27 PM, Jason Miller  > wrote:

** 

I noticed the edit said they were done by a profile that indicated it was a BMC 
employee but I figured that was fake info. WOW! Let's see where the wild ride 
takes us now...

 

Of course we will probably be left to speculate and come up with our own 
theories for the foreseeable future; which is always fun.

 

On Mon, Aug 14, 2017 at 11:19 AM, LJ LongWing  > wrote:

** 

InterestingI just contacted someone internal to BMC and he is the person 
that made the edits, per instructions of someone at BMCapparently part of a 
'revamp' effortI guess we'll need to see what ends up coming out of it.

 

On Mon, Aug 14, 2017 at 10:10 AM, Warren R. Baltimore II 
 > wrote:

** 

It's a BMC employee making the edits

 

On Mon, Aug 14, 2017 at 12:03 PM, LJ LongWing  > wrote:

** 

Don't you just love wiki's...able to be edited by anyone...

 

On Mon, Aug 14, 2017 at 9:15 AM, Jason Miller  > wrote:

** 

Either Wikipedia knows something we don't, that AR System is no longer being 
sold, or this is a reflection of BMC's "Remedy is only a means to ITSM" 
approach for many years. I guess there is one other option, the ARS article was 
submitted for deletion by a SNOW employee.

 

https://en.wikipedia.org/wiki/BMC_Remedy_Action_Request_System

 


​

 

 

 

Jason

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

 

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




-- 

Warren R. Baltimore II
Remedy Developer
410-533-5367  

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

 

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

 

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




-- 

Warren R. Baltimore II
Remedy Developer
410-533-5367

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

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Re: Auto-Assignment to an Individual

[Timothy Powell]

You could always just create a Group with one member. Then you could use the
OOB Routing Order functionality to drive the assignment.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer
Sent: Tuesday, July 25, 2017 9:37 AM
To: arslist@ARSLIST.ORG
Subject: Auto-Assignment to an Individual

 

** 

I have a need to have all tickets with a certain Prod Cat and Location go to
a specific individual.  I have many use cases that will require a number of
config records to be created. 

 

I know I can configure ITSM to auto assign to an individual based on
Capacity, Load by Number and Round  Robin, however that wont work for us
because it needs to be the same individual each time.

 

Can this be configured through the assignment engine?  I am sure I can come
up with a solution where  we customize the CFG:Assignment and add Assignee
to the form and update the applicable workflow.  I just wanted to see if
this was something configurable that I overlooked.

 

Thanks

Kevin

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Re: Pat Zandi

[Timothy Powell]

That’s sad. Condolences to his family, friends and co-workers.

Tim 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, January 11, 2017 2:31 PM
To: arslist@ARSLIST.ORG
Subject: Pat Zandi

 

** 

Folks,

I wanted to take a few moments and let those of you who are following the list 
know that Pat Zandi passed away on Monday.

Pat had been battling cancer for the last year.  He came to work for Dev 
Technology about a year or so before I did after he retired from the Air Force. 
 He was a great team mate, and a good guy.  He will be missed.

His obituary can be found here:  
http://www.colonialfuneralhome.com/home/index.cfm/obituaries/view/fh_id/11079/id/4062535

Warren



-- 

Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: Dialog panels and Notify action

[Timothy Powell]

Not knowing how the field value is getting set, I'm going to guess that it's
set/input by the tech at transaction time. 

That said, If you only need the contents of this field for the
transaction/message (and the value is actually stored elsewhere), maybe you
can just use a Display Only field.

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Fawver, Dustin
Sent: Monday, January 02, 2017 7:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Dialog panels and Notify action

 

** 

Greetings, once again!

 

I have figured this out, but I would still like some advice.  What was
causing my issue is that I was setting the field in question to $NULL$ after
the Notify action within the filter.  I even tried setting the field to
$NULL$ in a different filter step with a later execution order.  I suppose
this is due to filter phases.
(https://docs.bmc.com/docs/display/public/ars91/Filter+phases).

 

Aside from emailing the contents of this field, the contents are also copied
to one of two other fields, depending on the tech's choice, that are also
saved to the database.  Thus I don't need yet another copy of the field's
contents.  For those who may have encountered this before, should I create
another active link that executes After Modify that sets the panel's fields
to $NULL$ and then calls Commit Changes?

 

Thanks again!

 

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648

  _  

From: Fawver, Dustin
Sent: Saturday, December 31, 2016 7:09 PM
To: arslist@ARSLIST.ORG  
Subject: Dialog panels and Notify action 

 

Greetings!

 

I have created a dialog floating panel containing a character field of which
I want to be able to email to the user.  The recipient's email is
constructed from another field on the form followed by the domain.  While
the user gets the email, the value of the specific field in question is not
being put into the text of the notify action.  No email templates are being
used at this time.

 

I checked the permissions thinking that they may be playing a part.  The
Public group has View permission on the form, the dialog panel and the
character field.  When that didn't help, I thought that maybe the workflow
that hid the panel was causing the character field to be inaccessible,
although the filter seemed to disagree with me.

 

In the filter workflow that actually fires the Notify action, I placed a
Message action immediately before the Notify action to show the value of the
field.  The prompt correctly displayed the value of the field, but it
doesn't appear in the email message.  The value of the field is plain text.
I also tried placing the value of $Case ID+$ (the request ID) right before
the character field name and it comes through just fine.

 

I hope this makes sense.  Since this is something that's new in 9.1 and not
something that I was trained on, what is it that I'm overlooking?

 

Thanks!

--Dustin Fawver

HelpDesk Technician
East Tennessee State University
(423) 439-4648

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

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Re: New ARSList server test mail 2

[Timothy Powell]

Hear, Hear!

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stan Feinstein
Sent: Monday, October 31, 2016 10:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: New ARSList server test mail 2

 

** 

That worked.  It’s a happy morning that the ARSList continues.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Monday, October 31, 2016 7:01 AM
To: arslist@ARSLIST.ORG  
Subject: New ARSList server test mail 2

 

** 

Ok, here we go again. Please ignore. Let's see if it works better though.

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

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

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Re: ARSlist Move, expect flakiness for the next 4 days

[Timothy Powell]

CHEERS!

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of arsl...@danielbloom.ca
Sent: Thursday, October 27, 2016 4:08 PM
To: arslist@ARSLIST.ORG
Subject: ADM: ARSlist Move, expect flakiness for the next 4 days

 

** 

So, the journey continues. The ARSlist outside of communities will be on
listserv still and email addresses and web site URL will remain the same, we
hope. Your subscription should continue, we hope. The archives should be
there for the new list, we hope. So if all goes well as we hope by next
Tuesday just carry on. That is if licensing and redirect goes as planned.

 

Misi of RRR has agreed to become the new corporate sponsor and house the
list. WWRUG was the sponsor for the past 5 years.

 

Jason Miller will be your new master of ceremonies, uhm Moderator\Admin.

 

I will be around in the background but mostly in Communities for ARSlist,
WWRUG and Developer.

 

Please expect one or more outages between now and Monday as we repoint the
internet from Canada to Sweden, at least it is another hockey country.

 

Cheers Dan

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


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Re: EXTERNAL: Re: Off Topic - Before the List is Gone! NOTE: Not Gone, MOVED

[Timothy Powell]

I think that the participation has died because people knew the list was going 
to die. Why ask questions when you know that you may not get answers before it 
goes away?

 

I see the transition to Communities as a cluster as well. I think we are doing 
ourselves as a community a disservice by letting this die. We’ll never get the 
value we have here on ARSList from Communities. This latest “access issue” is a 
perfect example.
Don’t get me wrong…Communities has its place and value, but so does this list. 
They are different and should be separate (IMHO).

 

And I understand that Dan has expenses and time involved which have become 
prohibitive…I get it. And he shouldn’t have to bear that alone, or bear it at 
all.

 

Here’s a suggestion. I am sure that Dan owns the domain rights to arslist.org 
for quite some time. Why not put in a simple re-direct for that domain to a 
free PHPBB type forum (like those hosted by freeforums.org) where we all can 
continue to do “this” without the large financial overhead and the BMC 
oversight/administrative/control overhead? And there are probably other forum 
solutions out there besides freeforums.org, that was just an example,

 

Simple domain name registration and re-directs are cheap. I’ll donate the first 
3 years of the cost. I am very familiar with that FreeForums platform and will 
also donate my time to help set it up and manage it (with help from others as 
well of course) or will work with folks on any other similar forum platform.

 

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, September 27, 2016 6:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: EXTERNAL: Re: Off Topic - Before the List is Gone! NOTE: Not Gone, 
MOVED

 

** 

Oh yeah, I forgot it was going to be completely open on a temporary basis.

 

I am sorry but this whole ARSlist on the BMC Communities thing feels like a 
kludge to me.

 

I love the ARSlist like many of you but I am not seeing why this whole secret 
group on the BMC Communities is going to exist? 3 out of the 4 posts that were 
made to that group in September really belong in the appropriate "product" 
space where a larger group of people are looking for questions to answer and 
other people will learn from those answers.

 

Involvement on the List has diminished to almost nothing. Now there are less 
posts a month than there use to be in a single day. IMO... Let the ARSlist die 
a peaceful death instead of keeping it on life support, all ugly/mangled 
looking, without any signs of life.

 

On Tue, Sep 27, 2016 at 2:17 PM, Misi Mladoniczky  > wrote:

** 

Hi Jason,

Well, Matt gave us 30 days of openness to get the people over.

And apparently 193 persons managed to get into the group...

Not that bad actually compared to the active people of the list ;-)

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


September 27, 2016 6:48 PM, "Jason Miller"  > wrote:

**

It was moved back to private? Well there's a barrier to entry...

On Tue, Sep 27, 2016 at 8:19 AM, LJ LongWing  > wrote:

**

Ian,

It seems that the group was moved back to Private...I have invited you to the 
group

Anyone wanting to join the ARSList, if you have difficulty, please contact me 
at the email address lj.longw...@gmail.com   and 
I'll be happy to ensure that you get invited to the group.

On Tue, Sep 27, 2016 at 8:32 AM, Ian.Trimnell  > wrote:

**

Well, I think it is a case of “So long, and thanks for all the fish”. I just 
attempted to join the group in Communities and got the following message:

The area of BMC Communities is visible to registered logged in users. If you 
are logged in when you receive this message then you might not have sufficient 
access privileges to view requested page.

I don’t know whether this is linked to the fact that we are no longer customers 
of BMC – we moved to MS System Centre Service Manager a couple of years ago, 
but still use AR System in a non-maintained mode for some mission critical 
functions (don’t ask!). Perhaps my BMC account is in a confused state. I am 
lurking here as I am still responsible for the current implementation (having 
built it from scratch over the past 17 years) and you never know when problems 
might arise.

Despite having moved to SCSM there are number of people who still pine for our 
Remedy solution, but I think that management have burnt their 

Re: [EXTERNAL] ARS Version Question

[Timothy Powell]

Well it took me a bit but I located a 5.0.1 Install guide that lists flat file 
as an option.

Then I found a 5.1 install guide and the flat file option is Not listed. So I’m 
guessing 5.0.1

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, August 26, 2016 5:02 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] ARS Version Question

 

** 

I seem to remember 4.0 doing it as well

 

On Fri, Aug 26, 2016 at 2:50 PM, Sanford, Claire 
<claire.sanf...@memorialhermann.org <mailto:claire.sanf...@memorialhermann.org> 
> wrote:

I know 3.2.1 could

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> ] On Behalf Of Timothy 
Powell
Sent: Friday, August 26, 2016 1:59 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 

Subject: [EXTERNAL] ARS Version Question

I'm sure this is going to be easy for those of you that are skilled trivia 
buffs, but I honestly can't recall.
What was the last version of ARS with the ability to run on a flat file?
Anybody remember?

TIA,
Tim

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ARS Version Question

[Timothy Powell]

I'm sure this is going to be easy for those of you that are skilled trivia 
buffs, but I honestly can't recall.
What was the last version of ARS with the ability to run on a flat file?
Anybody remember?

TIA,
Tim

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Re: Keeping the ARSList going as it is.

[Timothy Powell]

Stan,

KPBS, Inc is willing to look at this with you. Have emailed you and Dan off
list.

 

Tim Powell

Vice President

KPBS, Inc.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stan Feinstein
Sent: Monday, June 06, 2016 5:26 PM
To: arslist@ARSLIST.ORG
Subject: Keeping the ARSList going as it is.

 

** 

Everyone, 

 

I have the details on the cost of keeping the ARSList going the way it is.
If anyone is interested in contributing, please contact me off the list.  I
need at least 10 companies to contribute.  Project Remedies will be one of
the companies if others are interested.

 

Thanks.

 

Stan

w. 310-230-1722

c. 310-428-5748.

 

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Re: I lost my father last evening..

[Timothy Powell]

Very sorry for your loss. My thoughts and prayers to you and your family.

 

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Friday, April 22, 2016 12:55 PM
To: arslist@ARSLIST.ORG
Subject: OT: I lost my father last evening..

 

** 

I have considered many of you as a part of my extended family and have got
to know many of you over the years personally so felt the need to inform
those that know me that I lost my father last evening. He passed away
peacefully and will be missed by those that he left behind, my mom, my
brother and me.. He was a big part of who I am and what I may have become
and I could not have asked anything more from him than what he could have
given me.. Some of my best years of my childhood and my young adult life
were the years I spent with him before I left home for perusing my career
with Remedy..

 

Please keep him in your prayers..

 

Joe

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Re: Migrator Crashing

[Timothy Powell]

There is not a "stated' limit per se, but there will be a time when the 
available memory on your machine will max out. But it certainly should not 
happen with just 91 objects.

How did you create the .migrator file? Did you export it with Dev Studio and 
then convert the def to a .migrator? If yes, what version of DS?
Was it created natively in Migrator? If yes, what version was used to create it?
Lastly, what version of Migrator are you using to try and open it?

Tim

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of ITSM Guy
Sent: Monday, November 16, 2015 11:11 PM
To: arslist@ARSLIST.ORG
Subject: Migrator Crashing

I have about 91 objects in total in the .migrator file I have. But it kept 
crashing on the third form. Is there a limit on how many object that migrator 
can do at one time ?

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Re: Attachment from Siebel to Remedy

[Timothy Powell]

Are you bringing the attachment in to an attachment field on a staging form? 
Directly to an incident form? Is this ITSM or custom?

When the data comes over from Siebel, what does the attachment “look” like? In 
other words, what is the exact value being set in the attachment field?

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ahamed Koya RC_SA
Sent: Thursday, October 01, 2015 3:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Attachment from Siebel to Remedy

 

** 

guys and gals...

 

any inputs for mapping the fields for attachment, as I went through communities 
and google i found that three parameters are required for attachment.

 

- attachment name

- attachment size,

- attachment itself.

 

but i am stuck where to map the attachment size in remedy.

 

any guide or help will ease my tension as we are nearing the dates.

 

On Thu, Sep 17, 2015 at 10:34 AM, Ahamed Koya RC_SA  > wrote:

Hi Joe, 

 

Remedy querying Siebel’s WS and attempting to pull data(attachement) from 
Siebel. this is the scenario.

 

 

 

On Wed, Sep 16, 2015 at 10:25 PM, tristan.rop...@t-online.de 
   > wrote:

** 

Hi,
 
both is poosible.
Beside that, Siebel offers a Siebel Java API and Remedy a Java API, too.
 
BR

Tristan

 

-Original-Nachricht-

Betreff: Re: Attachment from Siebel to Remedy

Datum: Wed, 16 Sep 2015 21:10:15 +0200

Von: Joe D'Souza  >

An: arslist@ARSLIST.ORG  

 

 

** 

What direction?

 

Is it Remedy querying Siebel’s WS and attempting to pull data from Siebel? Or 
is it Siebel attempting to consume Remedy’s WS?

 

I have not worked with Siebel specifically but have used WS’s with other 
technologies so might able to help you but need to know exactly what you are 
trying to attempt.

 

Cheers

 

Joe

 


  _  


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG  ] On Behalf Of Ahamed 
Koya RC_SA
Sent: Wednesday, September 16, 2015 3:22 AM
To: arslist@ARSLIST.ORG  
Subject: Attachment from Siebel to Remedy

 

** 

Hi Folks,

 

Hope all are having a great day.

 

Have anyone come across in taking attachment from Siebel to Remedy through Web 
services, I am stuck in the mapping part.

 

Any help will be well appreciated.

 

Regards,

Ahamed 

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

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

 

 

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


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Re: Making remedy available to general public

[Timothy Powell]

Expanding on what Candace said, you can also have a hybrid solution that’s easy 
on the user and more secure for you.

Your external web site could have all the fields you need to create the ticket 
and be user friendly. Then when the users “submits” the request on the external 
web site, the data posts to an email instead of a database. The post to email 
can be formatted as you want it to be and then sent to the remedy system. Then 
since you defined the formatting, parsing it on the email engine side should be 
easy.

 

HTH,

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Candace DeCou
Sent: Friday, September 18, 2015 11:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: Making remedy available to general public

 

** 

Isabel - another possibility I have seen used at a previous employer is to set 
up some sort of email address (on or more) that can be used by external people 
outside of the system.  When emails are sent to that address from your 'public' 
requester's, it can hit the system and get put through some filters to send it 
to the correct support queue or group.  This worked very well for us with a 
number of different external emails that we needed to be able to manage inside 
a restricted ARS environment.  The only requirement here is that the incoming 
email address must route to the Remedy Email Engine and not get filtered out by 
some other environmental constraints.  Once it hits, set up filters looking for 
specified strings to tell it what to do from there.

Hope this helps as a possible solution.

Candace

 

On Fri, Sep 18, 2015 at 7:47 AM, Isabel Irving  > wrote:

Hello!

We have a Remedy system which is used internally by a call centre to log calls 
on behalf of the general public.

We are now thinking about whether it would be possible to allow the general 
public to log their own requests.

What would you recommend in terms of authentication and security?  Would this 
need a 3rd party app on the front end?

We would want to make it easy for the general public to submit a request(and 
maybe to see updates or cancel a request they have raised) but we would also 
want to be sure we are not inviting hackers.

I've had a search around BMC and the ARS List and haven't found any obvious 
answers - I guess there are a lot of different options out there.  We'd be 
looking for something that is easily set up and that would mean we can add 
categories, business rules etc to Remedy without having to also update the 
rules and categories in a 3rd party app.

Any tips?
Thanks!
Isabel

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OT: Cross Trained in CA-SDM

[Timothy Powell]

Long shot request here.

If anybody on the list is cross trained on CA Service Desk Manager, please 
contact me offline. I have a couple of basic workflow questions I’d like to run 
by you. I think I have some CA folks in my sandbox trying to blow some smoke 
around and I want to clarify a couple things with somebody knowledgeable with 
CA that I can trust.

 

Thanks,

Tim 


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Re: What is it about the ARSlist that keeps you here rather than Communities

[Timothy Powell]

I 2nd this. I use both, but I find the list is much easier to use. I can scan 
it quickly looking for topics that interest me. I can post to it quickly. I get 
answers quickly. Fancy graphics, contributor points and “participation badges” 
are fluff. To answer that lady from the old Wendy’s commercials: THIS is where 
the beef is….

 

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, August 18, 2015 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: What is it about the ARSlist that keeps you here rather than 
Communities

 

** 

Daniel, 

While I do utilize the community a bit (not much) it's a simple thing for me.  
This is easier, it is tried and true.  Frankly, I find the whole community site 
a horrid pain.  Very confusing and not user friendly.

 

On Tue, Aug 18, 2015 at 2:51 PM, Pierson, Shawn 
shawn.pier...@energytransfer.com mailto:shawn.pier...@energytransfer.com  
wrote:

** 

I’m not extremely active because I am juggling several major projects at the 
moment but I’d like to chime in for this.  Also, thank you for maintaining the 
list and keeping it available to us this long.

 

*Why are you more active here?

 

I’m not especially active on either forum at the moment because of my workload, 
but I read the ARSList on a regular basis because it’s easier.

 

*What makes the ARSlist different\unique\special versus Communities.

 

This is much easier to use for me.  I feel like part of the problem is how 
things have to be categorized on BMCDN to a very granular degree.  It’s not 
hard to use, but requires a little more thought than an email does.  Plus, 
there is the “sticky” aspect that I see things appear here from people that I 
know are knowledgeable.  Email is also a lot easier to consume so I can 
passively scan large volumes of ARSList postings where I can’t do that on BMCDN.

 

*Do you miss the ARSlist Awards and sessions or see this list as a commodity 
now and just want to use it.

 

I’ve never really participated in the awards either way.  I think community 
building is great but I barely have much time to participate.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

Private and confidential as detailed here 
http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access 
hyperlink, please e-mail sender. 

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




-- 

Warren R. Baltimore II
Remedy Developer
410-533-5367

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Re: a thread I haven't seen yet about BMC:Engage

[Timothy Powell]

I'll be there!

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel
Sent: Saturday, August 15, 2015 3:11 PM
To: arslist@ARSLIST.ORG
Subject: a thread I haven't seen yet about BMC:Engage

 

** 

The conference is less than a month away, and I haven't seen much in the way
of folks saying they will be there?

 

For those that are on the ARSlist I will have the ARSlist buttons and hats
there this year. Hats are limited.

Not sure when or how they will be given out and this will be the last time I
bring them along, so be there and get your limited edition memorabilia.

 

I thought the content looked much improved over last year and I am looking
forward to catching more sessions than I have even been to before.

(granted, in my case getting to 5 sessions would be a record, seems to take
a long time to get from one room to the next when there are 10 people to
talk to in between, best reason to be there though!)

 

Cheers Dan

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


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Re: View Forms and Attachments - Resolved (Partially)

[Timothy Powell]

Resolved (partially).

 

Thanks to some help from Ganesh Gore and Jason Miller I was able to identify a 
workaround. 

 

Part of the data I was receiving from the web form was some information related 
to the attachment, specifically:

1) FileContentType - which tells me the type of file it is (i.e. text)

2) FileName - which gives me the full name of the file (i.e. test.txt)

3) FileSize - which gives me the file size in KB.

 

I was able to use the PERFORM-ACTION-SAVE-ATTACHMENT Run Process command to 
save the attachment as provided in the view form to the server file system (and 
append the FileName field value to the save, thus defining the attachment), 
then used the , PERFORM-ACTION-DELETE-ATTACHMENT to delete the existing 
attachment with no file extension and finally use the  
PERFORM-ACTION-ADD-ATTACHMENT to re-add the attachment (saved in step 1) with 
the correct name/extension.

 

BMC Engineering is still on the hook to identify the bug in the code line that 
1) causes the server to crash on a push and/or 2) doesn’t recognize the 
attachment values on a set fields.

 

Thanks Ganesh and Jason!

 

Tim P.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Wednesday, July 15, 2015 5:42 PM
To: arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Follow-up.

I have now tested this on an ARS 8.1 server with the same results. 

I am still doing a set fields FROM the view form TO the staging form where View 
Form Request ID (VFRI) = the stored value of the VFRI on the staging form and 
setting the attachment. 

I have an attachment on the staging form now, but ARS doesn’t know what it is 
(in terms of a file type), isn’t showing the right file name or file size and 
can’t open it (again because it doesn’t know what the file is and thus doesn’t 
know what to use to open it). 

IMHO, the API should “get” all the file attributes and display the attachment 
to me in the proper format.

 

Anybody have any other ideas?

 

Thanks in advance,

Tim

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy 
Powell
Sent: Monday, April 27, 2015 12:34 PM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Thanks Doug. I did open a support ticket.

 

As a follow-up.

 

I added the extra step of doing a set fields FROM the view form TO the staging 
form where View Form Request ID (VFRI) = the stored value of the VFRI on the 
staging form and setting the attachment. That works. Sort of.

I have an attachment on the staging form now, but ARS doesn’t know what it is 
(in terms of a file type), isn’t showing the right file name or file size and 
can’t open it (again because it doesn’t know what the file is and thus doesn’t 
know what to use to open it). 

I thought the API would “get” all the file attributes.

 

SQL view of attachment data for this record (staging form):

 

Attachment details table

Shown as Column/Value:

 

C1

003 

 

C103962

142832058031219_File1BinaryData

 

CO103962   

2

 

CC103962

2

 

Attachment data table:

 

entryId 

003 

 

C103962

0x1F8C020002000BD103006087D843

 

Tim

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, 
Doug
Sent: Friday, April 24, 2015 4:13 PM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Timothy,

 

I will start with the statement that a crash is NEVER EVER an INTENDED 
consequence.  So, by definition, it is an un-intended consequence.

 

Attachment fields have a very specific storage format in the AR System.  My 
guess is that when we map a view field including attachments, there was work 
done to allow for that, but there was not testing done to see what if you now 
try to use that attachment on a view as a source or target of workflow 
assignment.  I am not saying that this should not have been tested, but I 
suspect it was not and you have found a bug in this operation as LJ has 
indicated.

 

I would open a support case with the specific operation you are attempting.

 

There should be no reason for the logic not to work.  And, it is never 
acceptable for the server to crash.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy 
Powell
Sent: Friday, April 24, 2015 11:54 AM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

LJ, 

Thanks for the quick reply.

Ok, so you’re saying that I am doing this correctly and the crash is an 
un-intended consequence?

 

TP

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG

Re: View Forms and Attachments

[Timothy Powell]

Follow-up.

I have now tested this on an ARS 8.1 server with the same results. 

I am still doing a set fields FROM the view form TO the staging form where View 
Form Request ID (VFRI) = the stored value of the VFRI on the staging form and 
setting the attachment. 

I have an attachment on the staging form now, but ARS doesn’t know what it is 
(in terms of a file type), isn’t showing the right file name or file size and 
can’t open it (again because it doesn’t know what the file is and thus doesn’t 
know what to use to open it). 

IMHO, the API should “get” all the file attributes and display the attachment 
to me in the proper format.

 

Anybody have any other ideas?

 

Thanks in advance,

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Monday, April 27, 2015 12:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Thanks Doug. I did open a support ticket.

 

As a follow-up.

 

I added the extra step of doing a set fields FROM the view form TO the staging 
form where View Form Request ID (VFRI) = the stored value of the VFRI on the 
staging form and setting the attachment. That works. Sort of.

I have an attachment on the staging form now, but ARS doesn’t know what it is 
(in terms of a file type), isn’t showing the right file name or file size and 
can’t open it (again because it doesn’t know what the file is and thus doesn’t 
know what to use to open it). 

I thought the API would “get” all the file attributes.

 

SQL view of attachment data for this record (staging form):

 

Attachment details table

Shown as Column/Value:

 

C1

003 

 

C103962

142832058031219_File1BinaryData

 

CO103962   

2

 

CC103962

2

 

Attachment data table:

 

entryId 

003 

 

C103962

0x1F8C020002000BD103006087D843

 

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, April 24, 2015 4:13 PM
To: arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG 
Subject: Re: View Forms and Attachments

 

** 

Timothy,

 

I will start with the statement that a crash is NEVER EVER an INTENDED 
consequence.  So, by definition, it is an un-intended consequence.

 

Attachment fields have a very specific storage format in the AR System.  My 
guess is that when we map a view field including attachments, there was work 
done to allow for that, but there was not testing done to see what if you now 
try to use that attachment on a view as a source or target of workflow 
assignment.  I am not saying that this should not have been tested, but I 
suspect it was not and you have found a bug in this operation as LJ has 
indicated.

 

I would open a support case with the specific operation you are attempting.

 

There should be no reason for the logic not to work.  And, it is never 
acceptable for the server to crash.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy 
Powell
Sent: Friday, April 24, 2015 11:54 AM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

LJ, 

Thanks for the quick reply.

Ok, so you’re saying that I am doing this correctly and the crash is an 
un-intended consequence?

 

TP

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Friday, April 24, 2015 2:16 PM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Tim,

I regret to inform you that you have found a bug in BMC's server.  You should 
not be able to do anything to crash a server, period.  I see that you are 
already running the latest SP of your version, so I can't recommend doing 
anything other than contacting BMC and hope for a hotfix that addresses your 
issue.  :)

 

On Fri, Apr 24, 2015 at 12:00 PM, Timothy Powell 
timothy.pow...@pbs-consulting.com mailto:timothy.pow...@pbs-consulting.com  
wrote:

** 

ARS 7.6.04 SP5

Microsoft SQL Server 2008 R2 (SP1)

 

Concept:

I have an external web form. People enter data into said form. That data 
includes attachments.

That data is posted to a database residing on the same database instance the 
ARSystem DB resides on.

Attachment data is posted to a SQL Image column.

 

I have created a view form to see the posted data. Per page 190 of the 7.6.04 
Integrations Guide:

# Beginning with release 7.6.02, view forms support additional data types. This 
includes blobs (DB2, Oracle, and Informix) and images (Microsoft SQL Server and 
Sybase), which map to an attachment field

 

When I add the external columns to my view form, the ARSystem does indeed 
automatically create an attachment field inside of an attachment pool for the 
SQL Image column.

 

I can see all

Re: 911: Upgrade to 8.1.2

[Timothy Powell]

Kathy,

 

Welcome to the wonderful world of Migrator.. :-)

Migrator does some funky things sometimes when migrating forms and fields.

 

First, when using Migrator, even though you select the forms, and then right
click and select Form Only, you'll also want to check to make sure that
under your preferences (Tools/Options/Migration/Required Objects) you have
the related objects unchecked.

 

Second, if I REALLY want to be sure I'm only migrating the forms, I usually
export them to a file first. You can use the Export feature of Dev Studio to
export to a .def (which Migrator will convert) or use Migrator to export to
a migrator file. Either way, I am then able to check the file for any
unwanted objects before migrating.

 

HTH,

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of KathyMorris
Sent: Tuesday, May 19, 2015 11:50 AM
To: arslist@ARSLIST.ORG
Subject: 911: Upgrade to 8.1.2

 

** 

Hi all,

 

When upgrading from AR System 7.5 /ITSM 7.0.3, oracle 11 G - we are running
into some challenges bringing the forms/AL/Filters over.

When using Remedy Migrator 8.1.2, I do not want to bring the related objects
- I just wanted to migrate about 10 custom forms that we built in 7.0.3.
Therefore I checked form only, however all of the related objects migrated
over also, which wiped out important workflow.  With the Delta Data
Migration tool, I am not finding enough documentation.  Perhaps I missed the
URL for this.  With the Delta Data tool, can I bring over the objects
without wiping out the related workflow?

 

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Re: Changing a Remedy Login ID In Bulk

[Timothy Powell]

I can’t speak to ITSM 8.1 because we have not yet upgraded to it, but in ITSM 
7.6.04, you can do this using the Out-of-Box Data Wizard.

In 7.6.04 this is located at:
Application Administration Console/Custom Configuration (tab)/Foundation/Data 
Management Tool/Data Wizard Console

 

HTH,

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Thursday, May 14, 2015 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Changing a Remedy Login ID In Bulk

 

** 

Hello Lister's,

I was wondering if it is possible to update/change an existing Remedy login ID 
of it were to be exported with its GUID or entry ID and then re-imported with 
the changed info. I'm on ITSM 8.1. For example, if I wanted to change jdowe 
to jdowe1, is it possible to do this through export  re-import.

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


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Re: View Forms and Attachments

[Timothy Powell]

Thanks Doug. I did open a support ticket.

 

As a follow-up.

 

I added the extra step of doing a set fields FROM the view form TO the staging 
form where View Form Request ID (VFRI) = the stored value of the VFRI on the 
staging form and setting the attachment. That works. Sort of.

I have an attachment on the staging form now, but ARS doesn’t know what it is 
(in terms of a file type), isn’t showing the right file name or file size and 
can’t open it (again because it doesn’t know what the file is and thus doesn’t 
know what to use to open it). 

I thought the API would “get” all the file attributes.

 

SQL view of attachment data for this record (staging form):

 

Attachment details table

Shown as Column/Value:

 

C1

003 

 

C103962

142832058031219_File1BinaryData

 

CO103962   

2

 

CC103962

2

 

Attachment data table:

 

entryId 

003 

 

C103962

0x1F8C020002000BD103006087D843

 

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, April 24, 2015 4:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Timothy,

 

I will start with the statement that a crash is NEVER EVER an INTENDED 
consequence.  So, by definition, it is an un-intended consequence.

 

Attachment fields have a very specific storage format in the AR System.  My 
guess is that when we map a view field including attachments, there was work 
done to allow for that, but there was not testing done to see what if you now 
try to use that attachment on a view as a source or target of workflow 
assignment.  I am not saying that this should not have been tested, but I 
suspect it was not and you have found a bug in this operation as LJ has 
indicated.

 

I would open a support case with the specific operation you are attempting.

 

There should be no reason for the logic not to work.  And, it is never 
acceptable for the server to crash.

 

Doug Mueller

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy 
Powell
Sent: Friday, April 24, 2015 11:54 AM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

LJ, 

Thanks for the quick reply.

Ok, so you’re saying that I am doing this correctly and the crash is an 
un-intended consequence?

 

TP

 

From: Action Request System discussion list(ARSList) [ 
mailto:arslist@ARSLIST.ORG mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Friday, April 24, 2015 2:16 PM
To:  mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Tim,

I regret to inform you that you have found a bug in BMC's server.  You should 
not be able to do anything to crash a server, period.  I see that you are 
already running the latest SP of your version, so I can't recommend doing 
anything other than contacting BMC and hope for a hotfix that addresses your 
issue.  :)

 

On Fri, Apr 24, 2015 at 12:00 PM, Timothy Powell 
timothy.pow...@pbs-consulting.com mailto:timothy.pow...@pbs-consulting.com  
wrote:

** 

ARS 7.6.04 SP5

Microsoft SQL Server 2008 R2 (SP1)

 

Concept:

I have an external web form. People enter data into said form. That data 
includes attachments.

That data is posted to a database residing on the same database instance the 
ARSystem DB resides on.

Attachment data is posted to a SQL Image column.

 

I have created a view form to see the posted data. Per page 190 of the 7.6.04 
Integrations Guide:

# Beginning with release 7.6.02, view forms support additional data types. This 
includes blobs (DB2, Oracle, and Informix) and images (Microsoft SQL Server and 
Sybase), which map to an attachment field

 

When I add the external columns to my view form, the ARSystem does indeed 
automatically create an attachment field inside of an attachment pool for the 
SQL Image column.

 

I can see all data stored on the external DB including the image data (although 
the properties are not displayed properly).

 



Next step:

Now I want to move that external posted data from the view form and into a 
native ARS staging form where I can massage the data and move it to its final 
destination within the ARSystem application.

 

I created a filter to push the data from the external DB to my ARS staging 
form. 

When I map the fields, if I leave the attachment field out of the Push Fields 
mapping, everything works great.

When I map the fields and I INCLUDE pushing the image data to an attachment 
field on the ARS staging form, the system throws a Signal and dies; error below:

 

Fri Apr 24 11:57:01 2015  390620 : AR System server terminated — fatal error 
occurred in ARSERVER (ARNOTE 21)

Fri Apr 24 12:02:46 2015: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

 

   Thread Id: 2856

View Forms and Attachments

[Timothy Powell]

ARS 7.6.04 SP5

Microsoft SQL Server 2008 R2 (SP1)

 

Concept:

I have an external web form. People enter data into said form. That data 
includes attachments.

That data is posted to a database residing on the same database instance the 
ARSystem DB resides on.

Attachment data is posted to a SQL Image column.

 

I have created a view form to see the posted data. Per page 190 of the 7.6.04 
Integrations Guide:

# Beginning with release 7.6.02, view forms support additional data types. This 
includes blobs (DB2, Oracle, and Informix) and images (Microsoft SQL Server and 
Sybase), which map to an attachment field

 

When I add the external columns to my view form, the ARSystem does indeed 
automatically create an attachment field inside of an attachment pool for the 
SQL Image column.

 

I can see all data stored on the external DB including the image data (although 
the properties are not displayed properly).

 



Next step:

Now I want to move that external posted data from the view form and into a 
native ARS staging form where I can massage the data and move it to its final 
destination within the ARSystem application.

 

I created a filter to push the data from the external DB to my ARS staging 
form. 

When I map the fields, if I leave the attachment field out of the Push Fields 
mapping, everything works great.

When I map the fields and I INCLUDE pushing the image data to an attachment 
field on the ARS staging form, the system throws a Signal and dies; error below:

 

Fri Apr 24 11:57:01 2015  390620 : AR System server terminated — fatal error 
occurred in ARSERVER (ARNOTE 21)

Fri Apr 24 12:02:46 2015: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

 

   Thread Id: 2856

   Version: 7.6.04 SP5 201308012025 Aug  1 2013 21:00:12

   ServerName: *DVARS1 

   Database: SQL -- SQL Server

   Hardware: x86_64

   OS: Windows Server 2008

   RPC Id: 325779

   RPC Call: 183 (SGE)

   RPC Queue: 390620

   Client: User tpowell from Remedy User (protocol 18) at IP address 
xx.xxx.xxx.xxx

   Form: WebSubmitHolder

   Logging On:

   Code: c005

   Operation: read

   Access Addr: 

   Stack Begin: 

  Addr: 7460814D

  Addr: 0001

  Addr: C30001B80674

   Stack End 

 

I'm obviously missing something. Any ideas? Thanks in advance.

Tim Powell


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Re: View Forms and Attachments

[Timothy Powell]

LJ, 

Thanks for the quick reply.

Ok, so you’re saying that I am doing this correctly and the crash is an 
un-intended consequence?

 

TP

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Friday, April 24, 2015 2:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: View Forms and Attachments

 

** 

Tim,

I regret to inform you that you have found a bug in BMC's server.  You should 
not be able to do anything to crash a server, period.  I see that you are 
already running the latest SP of your version, so I can't recommend doing 
anything other than contacting BMC and hope for a hotfix that addresses your 
issue.  :)

 

On Fri, Apr 24, 2015 at 12:00 PM, Timothy Powell 
timothy.pow...@pbs-consulting.com mailto:timothy.pow...@pbs-consulting.com  
wrote:

** 

ARS 7.6.04 SP5

Microsoft SQL Server 2008 R2 (SP1)

 

Concept:

I have an external web form. People enter data into said form. That data 
includes attachments.

That data is posted to a database residing on the same database instance the 
ARSystem DB resides on.

Attachment data is posted to a SQL Image column.

 

I have created a view form to see the posted data. Per page 190 of the 7.6.04 
Integrations Guide:

# Beginning with release 7.6.02, view forms support additional data types. This 
includes blobs (DB2, Oracle, and Informix) and images (Microsoft SQL Server and 
Sybase), which map to an attachment field

 

When I add the external columns to my view form, the ARSystem does indeed 
automatically create an attachment field inside of an attachment pool for the 
SQL Image column.

 

I can see all data stored on the external DB including the image data (although 
the properties are not displayed properly).

 



Next step:

Now I want to move that external posted data from the view form and into a 
native ARS staging form where I can massage the data and move it to its final 
destination within the ARSystem application.

 

I created a filter to push the data from the external DB to my ARS staging 
form. 

When I map the fields, if I leave the attachment field out of the Push Fields 
mapping, everything works great.

When I map the fields and I INCLUDE pushing the image data to an attachment 
field on the ARS staging form, the system throws a Signal and dies; error below:

 

Fri Apr 24 11:57:01 2015  390620 : AR System server terminated — fatal error 
occurred in ARSERVER (ARNOTE 21)

Fri Apr 24 12:02:46 2015: AR System server terminated when a signal/exception 
was received by the server (ARNOTE  20)

 

   Thread Id: 2856

   Version: 7.6.04 SP5 201308012025 Aug  1 2013 21:00:12

   ServerName: *DVARS1 

   Database: SQL -- SQL Server

   Hardware: x86_64

   OS: Windows Server 2008

   RPC Id: 325779

   RPC Call: 183 (SGE)

   RPC Queue: 390620

   Client: User tpowell from Remedy User (protocol 18) at IP address 
xx.xxx.xxx.xxx

   Form: WebSubmitHolder

   Logging On:

   Code: c005

   Operation: read

   Access Addr: 

   Stack Begin: 

  Addr: 7460814D

  Addr: 0001

  Addr: C30001B80674

   Stack End 

 

I'm obviously missing something. Any ideas? Thanks in advance.

Tim Powell

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

 

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Re: Remedy My IT Question.

[Timothy Powell]

I just asked my Account Rep. I got this reply:

SmartIT = Service Provider (Service Desk Agent) = No License Cost

MyIT = Service Consumer (End User) = License Cost

 

So just for the app itself, SmartIT is no separate license and MyIT is a 
separate license.

 

HTH,

Tim

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Monday, February 16, 2015 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Remedy My IT Question.

 

** 

Can anyone explain how licensing is handled in Remedy My IT. Specifically does 
every uses of MY IT have to have a fixed or floating license? Is there a way 
that uses can login as guest so that they can just submit.

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


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Re: Developer Tool Crashing

[Timothy Powell]

We are having the issue too. We received this from support. We are still 
investigating/testing this patch:

Microsoft released a patch to us last night.  
Please see the following for detailed information:
  Cumulative Security Update for Internet Explorer (2987107)
  https://technet.microsoft.com/library/security/ms14-056

HTH,
Tim

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Frank Caruso
Sent: Thursday, November 13, 2014 3:44 PM
To: arslist@ARSLIST.ORG
Subject: Developer Tool Crashing

Not seeing a lot of discussion on the list about this but others must be 
impacted.

For that last few weeks the developer tool has been crashing intermittently. 
Ive tried all the way up to 8.1 sp2 but no luck.
There is a BMC KA on this issue but the solutions do not help. We cannot back 
out the Windows Security patch that is supposedly causing the issue. The tool 
has crashed a dozen times today so it is almost impossible to do any 
development.

Does anybody have any more information on a fix for this issue?

Frank

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

[Timothy Powell]

Rick,

That is exactly how is was explained to me. And yes, they had to tell me about 
three times, because I kept getting them confused due the naming.

 

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Westbrock
Sent: Wednesday, October 08, 2014 9:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities 
for remote interaction with Engage)

 

** 

I believe Tim is correct but the names that BMC chose may be causing confusion. 
Feel free to correct me if I am wrong but Smart IT is the new interface 
released for agents working Incidents and Work Orders (focused on Tier 1 roles 
for now if I am not mistaken) and is included in the ITSM suite at no 
additional cost.

 

My IT on the other hand is the end-user facing solution that has been out for 
quite some time as a sort of SRM front-end and is licensed separately at 
additional cost. I think that with the names so similar it is too easy for 
people to get them confused with each other right now (but I am sure that will 
change rather quickly).

 

 

-Rick

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Tuesday, October 07, 2014 7:20 PM
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.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.com wrote:

** 

BMC and the Remedy ITSM team are pleased to announce our next generation Remedy 
IT Service Management experience, Remedy with Smart IT 
http://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 link 
https://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 team 
http://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

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

[Timothy Powell]

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.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.com wrote:

** 

BMC and the Remedy ITSM team are pleased to announce our next generation Remedy 
IT Service Management experience, Remedy with Smart IT 
http://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 link 
https://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 team 
http://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 

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


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

[Timothy Powell]

MyIT however, has added costs. Again, that’s what I have been told.

 

Tim

 

From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] 
Sent: Tuesday, October 07, 2014 10:20 PM
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.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.com wrote:

** 

BMC and the Remedy ITSM team are pleased to announce our next generation Remedy 
IT Service Management experience, Remedy with Smart IT 
http://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 link 
https://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 team 
http://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 

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


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Re: OT: Long-term outlook for the ARS platform (was ENGAGE)

[Timothy Powell]

Hear, hear.
They're slowly killing the goose that lays the golden egg. All of the canned 
apps BMC now has are here as a result of that robust and flexible dev platform 
and GASPcustomizations. Over the years, it's been a fairly classic 
example of the continuous improvement cycle.

They started with an idea and made an engine and did cool stuff with it.
Identify improvement -  Can we make some things better? Yes, we can...
A plan was put forth, product was developed/customized and that plan was then 
executed  (Helpdesk 4.0 anybody?)
Evaluate and review.
Identify improvement...it starts all over. 

The key being that the only way those continuous product improvements occurred 
is because folks had access to the server layer and built some really neat 
things with it. I'm willing to bet (heck, I KNOW) that a some of the 
functionalities in the canned apps are a result of some customization that a 
developer did for their company/customer which made its way back to BMC/Remedy 
and somebody there said, Hey, that's pretty cool. I can use that.
If they keep choking off access to the server and discouraging customizations, 
the cycle will eventually collapse and then the product will just be another 
install and use product that is subject to being attacked and replaced based 
merely on the cost it takes to install and administrate.

M2CW,
Tim

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ray Gellenbeck
Sent: Wednesday, July 30, 2014 6:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Long-term outlook for the ARS platform (was ENGAGE)

IMHO, BMC runs the risk of killing the last major advantage of Remedy as they 
try more and more to make the server part of the app and not layered.  I 
have held off accepting demonstrations/testing of the newer Galileo product, 
but from what I see, BMC keeps making small steps to do away with the 
development tool kit and more ITSM a sealed product.

You can't just buy AR Server any more, for example.  If I want to run a 
custom-only shop, I still have to buy ITSM just to get AR Server.  Same thing 
with Remedy OnDemand.  What if I just want a cloud instance of ARS to build 
custom tools on?

I think they want to get away from AR Server as a directly-manipulatable entity 
and make customers accept their product and then pay them or partners to make 
nominal customizations, preferring to use their spagetti-code config and 
bolt-ons they run with over a clean re-write.

My current jobsite has a ROD subscription running out at the end of this year.  
Unless the flexibility posture changes drastically, they just haven't evolved 
the canned product sufficiently to make it attractive to us.  We'll either 
run our customized-front-end or we'll drop BMC altogether in December.  Their 
canned stuff is, in our view, horribly inflexible and each version gets less 
and less open to FUNCTIONAL customization.  Their support answer to everything 
is we don't know anything except out-of-the-box ITSM (Tier 0/1 responses) vs 
the old days of I don't know, but I'll pass your ticket up to an engineer and 
get you a session scheduled to review it.

I have one of your 24 Hours Fitness folks here now and they speak 
affectionately about the tool, but they also feel it is somewhat inflexible for 
evironments like ours here at Sony.

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Re: Support Groups: Best Practice?

[Timothy Powell]

 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.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.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

 



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The information

Re: Support Groups: Best Practice?

[Timothy Powell]

Oh.and this greatly reduced our data management workload. If something
changed in ref to people and the group he/she is in, all I now have to do is
management membership for the specific local group and the master group (vs.
having to adjust 35 groups in your potential situation).

 

Tim 

 

From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] 
Sent: Wednesday, July 09, 2014 12:02 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Support Groups: Best Practice?

 

Ok, we had a similar situation with our desktop support people. Here is what
we did.

 

We created separate desktop groups for each location (in your case for each
specific app). So for example: Desktop-Orlando, Desktop-Charlotte, etc. In
your case it might look like Support-App1, Support-App2, etc.

Each of these specific groups only contained the people in that specific
location. In your case, they would only contain the people specifically
responsible for that application.

 

We then created a master group. Call it Desktop-Master. In your case it
might be Application-Master.

We added all members to the Master group.

We added the overall manager to ALL groups as an associate member and marked
them unavailable for assignment. We did this so that the manager could go in
to any group at any time and reassign the ticket from a specific group to
the master group for just the reasons you indicate. In case the specific
group members were unavailable for whatever reason.

 

This reduced the overall number of notifications, gave us some specific data
for reporting and still allowed for maximum coverage as needed.

 

We also built our assignment rules so that the specific groups were
auto-assigned tickets based on location (in your case by specific app) and
made sure they appeared as the first pick in the list if somebody clicked
the Auto-Assign link.

We then configured the assignment rules so that the master group acted as an
auto-assignment catch all group and made sure they appeared 2nd in the
list if somebody clicked the Auto-Assign link, thus establishing a manual
assignment hierarchy.

 

HTH,

Tim

 

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.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.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 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

Re: Support Groups: Best Practice?

[Timothy Powell]

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.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 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: Anyone know of a way to print the incidnet audit log, without cutting and pasting to a text doc?

[Timothy Powell]

Our customer had the same request. We built a custom report for it which
allowed them to view it, print it, etc.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Thursday, May 08, 2014 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Anyone know of a way to print the incidnet audit log, without
cutting and pasting to a text doc?

 

** 

All,

 

I need to print out the audit log of a couple of incidents on 7.6.4 and
looking  an easy way (other than cutting and pasting).

 

Any ideas?

 

hbr

 

 http://www.coxenterprises.com/ Description: Description: Description: Cox
Enterprises, Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

Description: Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png
Description: Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png
Description: Description:
http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png

Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
http://innovation.coxenterprises.com/ideas ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
yourbadges.aspx

 

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Re: Is anyone on the ARS List getting emails from this site?

[Timothy Powell]

I got one.

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Thursday, January 16, 2014 12:49 PM
To: arslist@ARSLIST.ORG
Subject: OT: Is anyone on the ARS List getting emails from this site?

 

** 

Is this Referral Key site legit? Or is it some sort of a spam?

 

Joe

 

  _  

From: mem...@referralkey.com [mailto:mem...@referralkey.com] 
Sent: Thursday, January 16, 2014 12:07 PM
To: Joe D'Souza
Subject: Shyle Networks LLC

 

Hi Joe - It's Kevin O'Donnell,

I'd like to send business your way.

If you're interested, simply add yourself to my network below.

Best,
Kevin O'Donnell
Datatrend 

http://www.referralkey.com/accept.php?i=6301954O18177438O77e5d7
http://www.referralkey.com/accept.php?i=6301954O18177438O77e5d7t=138989201
6 t=1389892016 



If you do not wish to receive this type of email, please click Unsubscribe
http://www.referralkey.com/accept.php?i=6301954O18177438O77e5d7t=138989201
6unsub=1 . 

This email was initiated by franz ates through Referral Key Inc. 20 Park
Plaza, Suite 448 Boston, MA 02116, USA

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Re: Adding fields to incident form causes scroll issues

[Timothy Powell]

I'm still stuck. It's probably a has it got gas in it problem, but I can't 
see it. Any help is appreciated.

Thanks,
Tim

-Original Message-
From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] 
Sent: Friday, December 06, 2013 11:17 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding fields to incident form causes scroll issues

I searched this year's posting for this issue and not finding anything, I am 
posting my issue.

Environment:
ARS 7.6.04 SP4
ITSM 7.6.04 SP2
Mid-Tier 7.6.04 SP4

Description:
I have a requirement to modify HPD:Help Desk to:
Add a row to the Template and Summary fields (from 1 row to 2 rows of display).
Add 3 fields to the Incident details area as well.

Steps taken:
I opened Dev Studio and one-by-one, enlarged (in height) the various panel 
holders and panels in the following order.
z2PLH_ConsoleFlashBoards
z2PL_Console
z2PLH_Details
z2PL_Main Body

After each one, I flushed the cache, and tested the view. The maximized 
mid-tier screen looked good and the reduced sized screen allowed for proper 
scrolling that let me see all the fields in the view properly and the 
z2PH_FormControlHolder which contains all the buttons, floated properly to stay 
below all the visible fields as I tested various sized reduced screens.

Next:
I enlarged the z2PH_IncidentInformation panel and I added the rows to Template 
and Summary and added the 3 fields to that panel. 
I moved the z2PL_Assignment and z2PH_AdditionalIncidentInformation panels down 
to accommodate the new size of the z2PH_IncidentInformation panel. The 
relocated panels were within the resized panel holders and panels described in 
Steps taken.

Saved form
Flushed MT cache.
Open in browser.
Maximized window looks fine.
BUT NOW if I reduce the screen down the scroll bars appears but it stops 
adjusting and blocks the last 3 fields in the 
z2PH_AdditionalIncidentInformation panel. This also occurs in search mode when 
there is a results list.

So it appears that something is not allowing the z2PH_FormControlHolder to move 
below point x OR something is prohibiting on of the panels from expanding past 
that point.

Anybody have a clue as to what I need to look for here?

Thanks.

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Re: Adding fields to incident form causes scroll issues

[Timothy Powell]

I did check that. The form is sized ok. When I view it in Show Actual View
Size mode, the 3 fields that get covered are visible and the buttons
(z2PH_FormControlHolder) are below the fields.

But thanks for the thought.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: Monday, December 09, 2013 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding fields to incident form causes scroll issues

 

** 

Is it possible that you need to change the size of the form?  Have you tried
verifying that it is big enough at least?

 

With the form open in DS hit ctrl+alt+m or go to the Layout menu and choose
Show Actual View Size and make sure that size is properly sized.

 

I figure it can't hurt to check.

 

HTH,

 

Brian Goralczyk

 

On Mon, Dec 9, 2013 at 8:27 AM, Timothy Powell
timothy.pow...@pbs-consulting.com wrote:

I'm still stuck. It's probably a has it got gas in it problem, but I can't
see it. Any help is appreciated.

Thanks,
Tim

-Original Message-
From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com]
Sent: Friday, December 06, 2013 11:17 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding fields to incident form causes scroll issues

I searched this year's posting for this issue and not finding anything, I am
posting my issue.

Environment:
ARS 7.6.04 SP4
ITSM 7.6.04 SP2
Mid-Tier 7.6.04 SP4

Description:
I have a requirement to modify HPD:Help Desk to:
Add a row to the Template and Summary fields (from 1 row to 2 rows of
display).
Add 3 fields to the Incident details area as well.

Steps taken:
I opened Dev Studio and one-by-one, enlarged (in height) the various panel
holders and panels in the following order.
z2PLH_ConsoleFlashBoards
z2PL_Console
z2PLH_Details
z2PL_Main Body

After each one, I flushed the cache, and tested the view. The maximized
mid-tier screen looked good and the reduced sized screen allowed for proper
scrolling that let me see all the fields in the view properly and the
z2PH_FormControlHolder which contains all the buttons, floated properly to
stay below all the visible fields as I tested various sized reduced screens.

Next:
I enlarged the z2PH_IncidentInformation panel and I added the rows to
Template and Summary and added the 3 fields to that panel.
I moved the z2PL_Assignment and z2PH_AdditionalIncidentInformation panels
down to accommodate the new size of the z2PH_IncidentInformation panel. The
relocated panels were within the resized panel holders and panels described
in Steps taken.

Saved form
Flushed MT cache.
Open in browser.
Maximized window looks fine.
BUT NOW if I reduce the screen down the scroll bars appears but it stops
adjusting and blocks the last 3 fields in the
z2PH_AdditionalIncidentInformation panel. This also occurs in search mode
when there is a results list.

So it appears that something is not allowing the z2PH_FormControlHolder to
move below point x OR something is prohibiting on of the panels from
expanding past that point.

Anybody have a clue as to what I need to look for here?

Thanks.


___
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Re: Adding fields to incident form causes scroll issues

[Timothy Powell]

BUT..

 

This did lead me down another branch of the path you started me on, where I
think I have found the problem. 

It's not the size of the HPD:Help Desk form that's causing the issue. I
think it's the size of the panel and related view field on the SHR:Landing
Console. Playing with that now, but so far my experiments show me that's
where the issue lies.

 

Thanks!

 

From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] 
Sent: Monday, December 09, 2013 10:32 AM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Adding fields to incident form causes scroll issues

 

I did check that. The form is sized ok. When I view it in Show Actual View
Size mode, the 3 fields that get covered are visible and the buttons
(z2PH_FormControlHolder) are below the fields.

But thanks for the thought.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: Monday, December 09, 2013 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding fields to incident form causes scroll issues

 

** 

Is it possible that you need to change the size of the form?  Have you tried
verifying that it is big enough at least?

 

With the form open in DS hit ctrl+alt+m or go to the Layout menu and choose
Show Actual View Size and make sure that size is properly sized.

 

I figure it can't hurt to check.

 

HTH,

 

Brian Goralczyk

 

On Mon, Dec 9, 2013 at 8:27 AM, Timothy Powell
timothy.pow...@pbs-consulting.com wrote:

I'm still stuck. It's probably a has it got gas in it problem, but I can't
see it. Any help is appreciated.

Thanks,
Tim

-Original Message-
From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com]
Sent: Friday, December 06, 2013 11:17 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding fields to incident form causes scroll issues

I searched this year's posting for this issue and not finding anything, I am
posting my issue.

Environment:
ARS 7.6.04 SP4
ITSM 7.6.04 SP2
Mid-Tier 7.6.04 SP4

Description:
I have a requirement to modify HPD:Help Desk to:
Add a row to the Template and Summary fields (from 1 row to 2 rows of
display).
Add 3 fields to the Incident details area as well.

Steps taken:
I opened Dev Studio and one-by-one, enlarged (in height) the various panel
holders and panels in the following order.
z2PLH_ConsoleFlashBoards
z2PL_Console
z2PLH_Details
z2PL_Main Body

After each one, I flushed the cache, and tested the view. The maximized
mid-tier screen looked good and the reduced sized screen allowed for proper
scrolling that let me see all the fields in the view properly and the
z2PH_FormControlHolder which contains all the buttons, floated properly to
stay below all the visible fields as I tested various sized reduced screens.

Next:
I enlarged the z2PH_IncidentInformation panel and I added the rows to
Template and Summary and added the 3 fields to that panel.
I moved the z2PL_Assignment and z2PH_AdditionalIncidentInformation panels
down to accommodate the new size of the z2PH_IncidentInformation panel. The
relocated panels were within the resized panel holders and panels described
in Steps taken.

Saved form
Flushed MT cache.
Open in browser.
Maximized window looks fine.
BUT NOW if I reduce the screen down the scroll bars appears but it stops
adjusting and blocks the last 3 fields in the
z2PH_AdditionalIncidentInformation panel. This also occurs in search mode
when there is a results list.

So it appears that something is not allowing the z2PH_FormControlHolder to
move below point x OR something is prohibiting on of the panels from
expanding past that point.

Anybody have a clue as to what I need to look for here?

Thanks.


___
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Re: Adding fields to incident form causes scroll issues

[Timothy Powell]

So far enlarging the z2PLH_Main, z2PL_BodyPg and z2PLH_ConsoleSplitter
fields will allow a single ticket (or new ticket) to be displayed properly.
But still working on fixing the display when there is a search results list
in the mix.

 

But your tip is spot on ref Outline. If you didn't use the Outline feature
you would be lost.

 

Thanks,

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dale Jones
Sent: Monday, December 09, 2013 12:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Adding fields to incident form causes scroll issues

 

** 

 

Tim,

If memory serves me correct, there are multiple Panels there on top of each
other.
Kind of a pain.
You have to move the top panel to get to the panel under it.  Leverage the
Outline + and - in Dev Studio.
Work flow hides and unhides these panels.

Dale Jones

DCS

Raleigh, NC

919-523-6034

  _  

From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG]
on behalf of Timothy Powell [timothy.pow...@pbs-consulting.com]
Sent: Monday, December 09, 2013 11:44 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding fields to incident form causes scroll issues

** 

BUT..

 

This did lead me down another branch of the path you started me on, where I
think I have found the problem. 

It's not the size of the HPD:Help Desk form that's causing the issue. I
think it's the size of the panel and related view field on the SHR:Landing
Console. Playing with that now, but so far my experiments show me that's
where the issue lies.

 

Thanks!

 

From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] 
Sent: Monday, December 09, 2013 10:32 AM
To: 'arslist@ARSLIST.ORG'
Subject: RE: Adding fields to incident form causes scroll issues

 

I did check that. The form is sized ok. When I view it in Show Actual View
Size mode, the 3 fields that get covered are visible and the buttons
(z2PH_FormControlHolder) are below the fields.

But thanks for the thought.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Goralczyk
Sent: Monday, December 09, 2013 10:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Adding fields to incident form causes scroll issues

 

** 

Is it possible that you need to change the size of the form?  Have you tried
verifying that it is big enough at least?

 

With the form open in DS hit ctrl+alt+m or go to the Layout menu and choose
Show Actual View Size and make sure that size is properly sized.

 

I figure it can't hurt to check.

 

HTH,

 

Brian Goralczyk

 

On Mon, Dec 9, 2013 at 8:27 AM, Timothy Powell
timothy.pow...@pbs-consulting.com wrote:

I'm still stuck. It's probably a has it got gas in it problem, but I can't
see it. Any help is appreciated.

Thanks,
Tim

-Original Message-
From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com]
Sent: Friday, December 06, 2013 11:17 AM
To: 'arslist@ARSLIST.ORG'
Subject: Adding fields to incident form causes scroll issues

I searched this year's posting for this issue and not finding anything, I am
posting my issue.

Environment:
ARS 7.6.04 SP4
ITSM 7.6.04 SP2
Mid-Tier 7.6.04 SP4

Description:
I have a requirement to modify HPD:Help Desk to:
Add a row to the Template and Summary fields (from 1 row to 2 rows of
display).
Add 3 fields to the Incident details area as well.

Steps taken:
I opened Dev Studio and one-by-one, enlarged (in height) the various panel
holders and panels in the following order.
z2PLH_ConsoleFlashBoards
z2PL_Console
z2PLH_Details
z2PL_Main Body

After each one, I flushed the cache, and tested the view. The maximized
mid-tier screen looked good and the reduced sized screen allowed for proper
scrolling that let me see all the fields in the view properly and the
z2PH_FormControlHolder which contains all the buttons, floated properly to
stay below all the visible fields as I tested various sized reduced screens.

Next:
I enlarged the z2PH_IncidentInformation panel and I added the rows to
Template and Summary and added the 3 fields to that panel.
I moved the z2PL_Assignment and z2PH_AdditionalIncidentInformation panels
down to accommodate the new size of the z2PH_IncidentInformation panel. The
relocated panels were within the resized panel holders and panels described
in Steps taken.

Saved form
Flushed MT cache.
Open in browser.
Maximized window looks fine.
BUT NOW if I reduce the screen down the scroll bars appears but it stops
adjusting and blocks the last 3 fields in the
z2PH_AdditionalIncidentInformation panel. This also occurs in search mode
when there is a results list.

So it appears that something is not allowing the z2PH_FormControlHolder to
move below point x OR something is prohibiting on of the panels from
expanding past that point.

Anybody have a clue as to what I need to look for here?

Thanks.


___
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Adding fields to incident form causes scroll issues

[Timothy Powell]

I searched this year's posting for this issue and not finding anything, I am 
posting my issue.

Environment:
ARS 7.6.04 SP4
ITSM 7.6.04 SP2
Mid-Tier 7.6.04 SP4

Description:
I have a requirement to modify HPD:Help Desk to:
Add a row to the Template and Summary fields (from 1 row to 2 rows of display).
Add 3 fields to the Incident details area as well.

Steps taken:
I opened Dev Studio and one-by-one, enlarged (in height) the various panel 
holders and panels in the following order.
z2PLH_ConsoleFlashBoards
z2PL_Console
z2PLH_Details
z2PL_Main Body

After each one, I flushed the cache, and tested the view. The maximized 
mid-tier screen looked good and the reduced sized screen allowed for proper 
scrolling that let me see all the fields in the view properly and the 
z2PH_FormControlHolder which contains all the buttons, floated properly to stay 
below all the visible fields as I tested various sized reduced screens.

Next:
I enlarged the z2PH_IncidentInformation panel and I added the rows to Template 
and Summary and added the 3 fields to that panel. 
I moved the z2PL_Assignment and z2PH_AdditionalIncidentInformation panels down 
to accommodate the new size of the z2PH_IncidentInformation panel. The 
relocated panels were within the resized panel holders and panels described in 
Steps taken.

Saved form
Flushed MT cache.
Open in browser.
Maximized window looks fine.
BUT NOW if I reduce the screen down the scroll bars appears but it stops 
adjusting and blocks the last 3 fields in the 
z2PH_AdditionalIncidentInformation panel. This also occurs in search mode when 
there is a results list.

So it appears that something is not allowing the z2PH_FormControlHolder to move 
below point x OR something is prohibiting on of the panels from expanding past 
that point.

Anybody have a clue as to what I need to look for here?

Thanks.

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Re: Sequence issue in Request ID while creating tickets

[Timothy Powell]

Kathy,

Are you running a server group or have multiple AR servers interacting with
the same database? I saw that Lisa Singh had asked the same question, but
didn't see an answer. We too have experienced what Lisa experienced. In our
case, we had a backup ARServer that only a couple of people used and that
server would vend numbers from its cached block of numbers that could be off
as much as 2000-3000 from the server that the majority of the users were
utilizing. 

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra
Sent: Wednesday, August 21, 2013 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sequence issue in Request ID while creating tickets

 

** 

Karthick,

 

Remedy will roll thru the waiting messages, trying to add a new ticket and
assign a request ID then fail if a request cannot be submitted then starts
back at the messages again. 

 

After a message has been processed, I have workflow to set the Status to
Closed and workflow set to ignore messages with a Status of Closed.

 

Thank you,

 

Sandra Hennigan

Remedy Developer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, August 21, 2013 8:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sequence issue in Request ID while creating tickets

 

** 

Hi Sandra,

 

You are correct we have integration, were tickets will be create through
that as well.

 

Actually in dev the integration is switched off.

 

Regards.

 

On Wed, Aug 21, 2013 at 9:41 PM, Hennigan, Sandra
sandra.henni...@usdoj.gov wrote:

** 

Just an idea - do you have incoming email workflow to create tickets? If
yes, check the messages to be sure they have been processed. The unprocessed
messages can cause jumps in request IDs.

 

Thank you,

 

Sandra Hennigan

Remedy Developer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick S
Sent: Wednesday, August 21, 2013 6:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: Sequence issue in Request ID while creating tickets

 

** 

Hi Misi,

 

My remedy version is 7.1 version.

 

On Wed, Aug 21, 2013 at 6:36 PM, Misi Mladoniczky m...@rrr.se wrote:

Hi,

I presume your version is 7.6.04 or later.

You MUST have the following in your ar.cfg if you want unbroken request id
chains created in chronilogical order for all forms:
Next-ID-Commit: F
NextID-Block-Size: 1

And it does work. I have tried it many times.

If you are after something other than an unbroken chain of request ids,
please
explain.


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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* 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.

 Hi All,

 I tried many options whatever suggested so far. like given
*Next-ID-Commit:
 T , **NextID-Block-Size: 100* and even tried *Next-ID-Commit: F ,
 **NextID-Block-Size:
 1*, also chagened the form property *Next Request ID Block - 1*.


 Today i can see huge difference in the request ID, it giving difference of
 700 and 600.

 Please find the below details.

   Case ID Difference  2928816 -791  2929607 -5  2929612 -20  2929632 -14
 2929646 -71  2929717 -5  2929722 -8


 On Wed, Aug 21, 2013 at 7:07 AM, Misi Mladoniczky m...@rrr.se wrote:

 Hi,

 You must use the below values, which was default on systems prior to
 7.6.04:
 Next-ID-Commit: F
 NextID-Block-Size: 1

 The new default is T and 25.

 You can still do the block-size of 25 to minimize bottlenecks in your
 system,
 and instead set the block-size to 1 on those forms that is important to
 keep
 in sequence. Yes, it is a form-property :-)

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

 Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
 * 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.

  Hi Snehal,
 
  Thanks for the mail.
 
  I have one doubt, it works fine in Dev remedy server with the parameter
  detail.
  Please correct me if i am wrong.
 
  *Next-ID-Commit: F*
 
  *NextID-Block-Size: 1*
 
 
  On Tue, Aug 20, 2013 at 3:20 PM, snehal mhaske
  snehal.mha...@vyomlabs.comwrote:
 
  **
 
  Hi Karthick,**
 
  ** **
 
  *Next-ID-Commit* : When the system generates the next ID number for a
  record in the
 
  database, it performs a new commit transaction if this parameter is
set
 to
  T
 
  (true). If the parameter is set to F (false), the transaction to
 generate
  the next
 
  ID is included as part of the create entry transaction. *Set the value
 to
  **T **to*
 
  *increase efficiency and for debugging*. The 

Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests

[Timothy Powell]

Here, here on the BIRT suggestion.

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Thursday, April 25, 2013 11:37 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests

 

** 

I would say some tips and tricks on creating BIRT reports.  I see some 
potential to do some cool things, just haven’t had the time to sit down and 
play with BIRT the way it would take to figure that out on my own.  A 
presentation would be a great jump start!

 

Thanks,

 

Natalie Stroud

SAIC @ Sandia National Laboratories

ARS-ITSM Reporting Specialist

Albuquerque, NM USA

nkst...@sandia.gov

ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008

 

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Alan Truelove
Sent: Thursday, April 25, 2013 9:31 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: WWRUG13: Your top 10 presentation requests

 

** 

Good suggestion on classes in eg Java-- I would hope at some point for a 
'Comprehensive' guide (with screenshots!) to installing Eclipse,  Remedy API 
Java, creating executable JARs etc etc, wh I have found incredibly useful over 
the past 13 years.. (also how to convince Mgmt that this is kosher..the hardest 
part by far).  Looking forward to wwrug...

 

 

  _  

From: Joe D'Souza jdso...@shyle.net
To: arslist@ARSLIST.ORG 
Sent: Thursday, April 25, 2013 1:18 AM
Subject: Re: WWRUG13: Your top 10 presentation requests

 

** 

While most of us know how to publish and consume Web Service as the mechanics 
behind that is pretty simple, we often hit a road block when we are presented 
with consuming Web Services that have certain complex constructs. While 
integration documents only point out these limitations, few of them can 
actually be worked around. Over the past year or two, I have learnt of at least 
one way to overcome one of these limitations, using an undocumented method. I 
was tempted to include that method in our (Jason, Rod’s and myself) 
presentation of TT with the Dev Studio, but it would have taken too long to 
show something that few have to use and hence it would be like going off topic.

 

There is a good chance that the BMC Web Services team has access to 10s if not 
100s of such methods.

 

I would love to see their web service experts demonstrate these methods and do 
at least an hour if not 2 hour session for some of us geeks who like to take up 
integration work. That presents a good opportunity to convince bosses to dish 
out some mullah if there is a hard core presentation with live examples of such 
undocumented ways of consuming web services that do not work out of the box 
when a set field filter using WSDL is created.

 

My 2 cents..

 

Joe

 

  _  

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, April 24, 2013 4:32 PM
To: arslist@ARSLIST.ORG
Subject: WWRUG13: Your top 10 presentation requests

 

So, like I was wondering:

 

What would the top 10 presentations that could be on the schedule that

1)  You would want to attend

2)  Your management could not resist sending you to

3)  Your management (decision makers) would want to attend

 

We want this to be the most inclusive and interesting WWRUG yet, so don’t 
exclude things like a presentation on RemedyForce or other topics if you think 
that is the right answer.

 

Yes, the call for papers is out and closes in a few weeks (so get your 
submissions in already! I can see a bunch of you old timers out there that have 
presented before, and smart newbies that can provide fresh new views). That 
being said, plenty of time to include new trends and thoughts.

 

As a side note, if you have considered submitting a panel and have heard they 
aren’t allowed (like the 5 years in a row my suggestion was turned down 
before), they ARE in WWRUG. Obviously not everyone gets a free pass to the 
conference, but we are willing to adapt so everyone wins.

 

Remember: The future is almost the present, and the conference is a mere … 
checking the www.wwrug13.com http://www.wwrug13.com/  web site … 158 Day, 18 
Hr, 31 Min, 08 Sec or a bit less away.

 

Perhaps classes in supporting languages like Java? ITIL V3 certification 
classes?

(these would obviously have to be before the main event).

 

 

Daniel

 

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

 

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Re: iPad App

[Timothy Powell]

This is not a recommendation at all. I have not used these. I have merely
seen them.

There are apps in the iTunes Store that claim to allow you access to your
Remedy system. 

 

Search results:

TouchAR

Mobile ITSM

 

HTH,

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mayfield, Andy L.
Sent: Tuesday, March 05, 2013 3:06 PM
To: arslist@ARSLIST.ORG
Subject: iPad App

 

** 

Does anyone know if there's an app that will work with BMC Remedy User,
Action Request System?

 

Andy L. Mayfield

Alabama Power Company

Protection  Control Technician Staff

Linc # 10*19140

Cell # 205-288-9140

Office # 205-226-1846

 

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Re: WWRUG13 Date and Location Announcement

[Timothy Powell]

And I for one want to thank you and the board for all the work you do. It can't 
be an easy job. So while the event may (or may not) be at the location of my 
choice, I didn't have to do the leg work to secure it and I'm just thankful 
that we have a place to go to meet, share and learn.

As a general note: If you are constrained by **budget**, the flight (or general 
travel) cost is generally a cheaper expense and thus is the least of your 
concerns. If your business/edu/gov entity can't afford the flight, they almost 
certainly can't afford the lodging and conference fees. So at that point, it 
really doesn't matter where the event is.

Tim

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, March 06, 2013 11:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13 Date and Location Announcement

Historically, going back to the first RUG in 1993, it has indeed always been 
east coast or west coast.
In fact for the first 6 years at least (I think? Someone who has a list of them 
all can answer this) I think, were all in the Bay Area. Certainly 8 of the 
first 10. The only times it has been off the West coast were Disneyland (or 
DisneyWorld whichever is in Florida) and Washington DC.

Next: As for votes we actually did something similar back in 2010 for choosing 
future cities, and asked attendees for suggestions.
First we did a short list of suitable cities out of what the attendees 
suggested, then had votes on which work best, then we did the actual venue.

Some of the factors considered (at least by me and the WWRUG Board):

Availability of Venues (and the requirements are more restrictive than you 
might think and I can only plan a year ahead not four or five) Direct flights 
from as many locations as possible. 
How easy is it for BMC to send as many Remedy technical people as possible (one 
of the reasons for the return to San Jose) Weather - We try to pick somewhere 
that weather will affect us as little as possible.
This can change based on when the conference is held, 
however, we decided to stick to a consistent timeframe unlike the RUGs of past.
Why San Jose not Houston? A combination of a great experience at the Fairmont, 
a tie in the votes for the two cities, 6 months to get the conference together, 
better for Remedy technical people

The Venues, flights, timezone same as California etc. was a huge factor when we 
scrambled to create the first WWRUG in 2009. Las Vegas for direct flights is as 
good as it gets.

Please note that if WWRUG continues the plan is Chicago for 2014, I hope that 
counts as central.

Happy to chat with folks at WWRUG13 about what goes into creating a conference; 
it makes a 1200 line project plan for an Enterprise ITSM system look 
easy/simple/straight forward.


Daniel

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Re: Viewing Tasks in ITSM 7.6

[Timothy Powell]

For example, a Service Desk person is likely to just use the Incident
Console on the Home Page since they don't do Problem or Change Management.
I believe there are a few fields available on the specific consoles for each
specific module that are not available on the Overview Console that some
users want.  

On that note, I submitted an RFE to BMC in ref to adding tasks to their
respective parent consoles. Incident Tasks visible on the Incident Console,
Change Tasks visible on the Change Console, etc. I used those exact points
(among others) to make my business case. It was turned down. Product
Management stated that they did not want to invest time into re-doing the
application consoles and wanted to concentrate on making the Overview
Console more robust so that it would eventually be the only console anybody
used. I didn't totally agree with that, but they wouldn't budge. I haven't
looked at the 8.0 stuff, but I'd be willing to bet that the Overview Console
in v8 hasn't been upgraded drastically if at all. If somebody on v8 can tell
us different, I'd love to hear about it.

 

Maybe if others submitted an RFE along those lines they might give more
consideration to it. Squeaky wheel and all...

 

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Friday, January 04, 2013 10:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: Viewing Tasks in ITSM 7.6

 

** 

The solution from Susan Champagne is correct, and I would add for you to
change the system application preferences record to have that as a default
as well since it's likely not many users changed their preferences.  Anyone
who has already set their own preferences will still need it set.

 

Also, I think there should be a Task Console from BMC because a lot of
users don't use the Overview Console at all.  For example, a Service Desk
person is likely to just use the Incident Console on the Home Page since
they don't do Problem or Change Management.  I believe there are a few
fields available on the specific consoles for each specific module that are
not available on the Overview Console that some users want.  I mention all
of this because there really is no way to truly make Tasks completely
visible to either the people assigned to them or to I.T. management who
might be interested in measuring metrics.  A policy some organizations make
to have Tasks be used effectively is to make the owners of the parent
requests responsible for Task updates and completion.  A Change Coordinator,
for example, is a lot like a Project Manager.  When the PM assigns out tasks
to the person doing the work, there is no specific requirement that the
person doing the work update the project plan, it is the project manager who
updates the system when they hear back that the person did the work.  In my
organization we've found Tasks to be a little too hidden to make the Task
Assignee completely responsible for them.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Friday, January 04, 2013 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Viewing Tasks in ITSM 7.6

 

** 

Hi All and Happy New Year,

 

The first question of the year. User A is assigned an Incident, creates a
Task assigns it to User B. Where would User B see the Tasks assigned to
him/her?  I don't see the Tasks in the Overview Console. Should they be
there or somewhere else? Is there a configuration setting that needs to be
applied?

 

ITSM 7.6.04 SP3.

 

Thanks

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 

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Distribution or copying of this e-mail, or the information contained herein,
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Incident Submitter and License terms - Dear BMC have you mislead us?

[Timothy Powell]

I did a search of this year's listings before I asked this question, so I
apologize if I missed a thread and am dragging up an old subject. I did see
some similar discussions, but nothing specific to this.

 

BMC/Remedy has always promoted the fact that if the server was set to
Submitter Mode-Locked (SML) that any user could submit and modify their own
records (where $USER$ = Submitter Field ID 2). In ITSM 7.6.04, that level of
permission equates to Incident Submitter.

 

So I have a user that is set up as Incident Submitter with a Read license
attached to that role and a Read AR license. The user can submit tickets BUT
cannot modify their own incident tickets (where $USER$ = Submitter Field ID
2). There is actually workflow in place to prevent this. In order for them
to modify their own record, I have to bump that user up to Incident User
level, which then requires a Fixed or Floating license.

 

So my question is: Is that not in conflict with one of the major sales
arguments BMC made to our organizations, that being our users could submit
and modify their own records without a Fixed or Floating license?

 

Tim Powell

 


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Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you mislead us?

[Timothy Powell]

And I will venture on to say that I understand that there are some
application Role dynamics in play here. Not allowing a DIFFERENT user to
make mods to a ticket that's not theirs or where they are not a member of
the assignee/owner group is completely understandable. But I am still
confused on the business logic behind not allowing a user to update their
own ticket beyond work info entries (which of course is really a separate
submit).

 

tp

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Friday, November 30, 2012 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Incident Submitter and License terms - Dear BMC have you mislead
us?

 

** 

I did a search of this year's listings before I asked this question, so I
apologize if I missed a thread and am dragging up an old subject. I did see
some similar discussions, but nothing specific to this.

 

BMC/Remedy has always promoted the fact that if the server was set to
Submitter Mode-Locked (SML) that any user could submit and modify their own
records (where $USER$ = Submitter Field ID 2). In ITSM 7.6.04, that level of
permission equates to Incident Submitter.

 

So I have a user that is set up as Incident Submitter with a Read license
attached to that role and a Read AR license. The user can submit tickets BUT
cannot modify their own incident tickets (where $USER$ = Submitter Field ID
2). There is actually workflow in place to prevent this. In order for them
to modify their own record, I have to bump that user up to Incident User
level, which then requires a Fixed or Floating license.

 

So my question is: Is that not in conflict with one of the major sales
arguments BMC made to our organizations, that being our users could submit
and modify their own records without a Fixed or Floating license?

 

Tim Powell

 

_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


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Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you mislead us?

[Timothy Powell]

The “tech doesn’t know what changed” argument I can actually work with. Makes 
some sense.

 

But the Submitter Mode Locked only applies to ARS….I don’t buy into that. 
That’s just playing word games at that point. VERY expensive word games….Either 
Submitter Mode Locked lets you modify your own records or it doesn’t.

 

M2CW,

tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason
Sent: Friday, November 30, 2012 4:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you 
mislead us?

 

** 

I'm actually all for not allowing submitters/end users to modify their 
incidents. Support techs don't re-read tickets. If somebody gets assigned an 
incident, reads it, then somebody modifies that ticket, how is the assignee 
supposed to know what was changed? At least forcing them to add work info 
updates adds a time stamp to their update. Something an assignee could see and 
know what information is new.

 

And yes, somebody will point out auditing. But that means the tech has to know 
something was changed, open the audit log, look at the new entries, and then 
look at previous entries to determine what the previous value was. And if you 
create a notification to the assignee? Well, that's just one more thing for 
their auto-delete rule.

 

Bottom line... The locked submitter mode is part of the Action Request System 
functionality. The ITSM apps are a different product and can't assume 
everything carries over. Exhibit B: 7.6.04 User Tool. 

 

 

Been one of those days.

Jason

 

  _  

From: Timothy Powell timothy.pow...@pbs-consulting.com
To: arslist@ARSLIST.ORG 
Sent: Friday, November 30, 2012 2:39 PM
Subject: Re: OFFLIST - Incident Submitter and License terms - Dear BMC have you 
mislead us?

 

** 

And I will venture on to say that I understand that there are some application 
Role dynamics in play here. Not allowing a DIFFERENT user to make mods to a 
ticket that’s not theirs or where they are not a member of the assignee/owner 
group is completely understandable. But I am still confused on the business 
logic behind not allowing a user to update their own ticket beyond work info 
entries (which of course is really a separate submit).

 

tp

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell
Sent: Friday, November 30, 2012 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Incident Submitter and License terms - Dear BMC have you mislead us?

 

** 

I did a search of this year’s listings before I asked this question, so I 
apologize if I missed a thread and am dragging up an old subject. I did see 
some similar discussions, but nothing specific to this.

 

BMC/Remedy has always promoted the fact that if the server was set to Submitter 
Mode-Locked (SML) that any user could submit and modify their own records 
(where $USER$ = Submitter Field ID 2). In ITSM 7.6.04, that level of permission 
equates to Incident Submitter.

 

So I have a user that is set up as Incident Submitter with a Read license 
attached to that role and a Read AR license. The user can submit tickets BUT 
cannot modify their own incident tickets (where $USER$ = Submitter Field ID 2). 
There is actually workflow in place to prevent this. In order for them to 
modify their own record, I have to bump that user up to Incident User level, 
which then requires a Fixed or Floating license.

 

So my question is: Is that not in conflict with one of the major sales 
arguments BMC made to our organizations, that being our users could submit and 
modify their own records without a Fixed or Floating license?

 

Tim Powell

 

_attend WWRUG12 www.wwrug.com http://www.wwrug.com/  ARSlist: Where the 
Answers Are_

_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_

 

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Re: Migrator question...

[Timothy Powell]

Copying the DB is easier in my opinion. Using Migrator to migrate an entire
system doesn't usually go well.

 

Tim Powell

PBS-Consulting

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, October 31, 2012 11:08 AM
To: arslist@ARSLIST.ORG
Subject: Re: Migrator question...

 

** 

We just copy the DB over then re-apply the correct license key. This is on
ARS7.1/ITSM7.0.03. not sure how it works on later versions.

 

 

Marcelo Martinez

IT Change Management / Remedy Administration

IT Customer Care

Chevron Phillips Chemical Company, LP.

832.813.4262

832.381.7776

 

Notices:

This message is conveyed, and any use is expressly subject to the disclaimer
found at the following url:

www.cpchem.com/forms/disclaimer1.asp 

 



 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of ravi rai
Sent: Wednesday, October 31, 2012 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Migrator question...

 

** 

Copying DB is faster and better option 
You need to change few config post DB refresh 

Ravi Rai 
 

  _  

Date: Wed, 31 Oct 2012 14:54:08 +
From: richard@bwc.state.oh.us
Subject: Migrator question...
To: arslist@ARSLIST.ORG

** 

Looks like we're going to need to use the migratory to create

a duplicate of our DEV system  for testing. This might be a dumb

question, but will migratory copy everything over from one system

to another or do I need to have the SQL DBA copy the SQL data

file from one system to another and then run the migratory and

copy from testa to testb? Thanks.

Portions of this message may be confidential under an exemption to Ohio's
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message in error or due to an unauthorized transmission or interception,
please delete all copies from your system without disclosing, copying, or
transmitting this message. _attend WWRUG12 www.wwrug.com ARSlist: Where the
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image001.png

Re: Bring back the ARSList MVP for 2013

[Timothy Powell]

I'm in..contributing my part to 1000..

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Tuesday, October 23, 2012 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Bring back the ARSList MVP for 2013

 

** 

Good idea Rick  how many responses can we get confirming we want the
ARSlist MVP Award to continue.  This thread should not only continue that
but also be named 'longest thread' !  Can we reach 1000 responses!

 

Susan

On Tue, Oct 23, 2012 at 12:42 PM, Rick Westbrock rwestbr...@qmxs.com
wrote:

I had been on hiatus from Remedy for almost two years and hadn't been
reading the list long enough to warrant voting this year but I certainly
will next year if Dan gives us that opportunity. My new position finally
gave me the chance to do Remedy development full-time and I'm jumping into
the world of the ITSM suite now as well so I imagine that all the gurus on
the list will be even more helpful to me in the future.

Hopefully this will continue as a a really long thread about continuing it
in Dan's words so I changed the subject line.


-Rick

___
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QMX Support Services



-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Cecil, Ken
Sent: Tuesday, October 23, 2012 10:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

Please sign to indicate your support of bringing back the ARSList awards and
MVP at WWRUG;

http://www.ipetitions.com/petition/continue-the-arslist-awards-and-mvp/

... and spread the word :)

Ken.


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Tuesday, October 23, 2012 1:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

Coolthat means if we can get around 500 votes or more for the MVP next
year, another tradition can be carried on:D

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Tuesday, October 23, 2012 11:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

**

As I told LJ and the others in our midnight on discussion:

IF there is a really big, and by big I mean say, 10% of the list,

That sends emails or creates a really long thread about continuing it,

I might be convinced to bring it back.



But with 2.5% voting, although they usually reach the right conclusion,

It says to me that the ARSlist is a commodity now and there isn't that much
interest in

The Award.



To Clarify and somewhat repeat what I said at the conference:



There is no longer a separate session for the ARSlist Awards, it is part of
an opening session dedicated to all awards



The ARSlist carries on, and for now as just an email list



Doing some Awards related to the ARSlist carries on

The ARSlist MVP Award  is now retired

I will be doing the 20th Anniversary of the ARSlist next year.



Twinkies and Hawaii shirts have a life of their own.

I will be throwing a wrinkle into that next year as well J



Dan



From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tami Palacky
Sent: October 23, 2012 11:31 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!



**

Congrats LJ !!!

I hope you did a good job of convincing Dan continue with the awards.  i did
vote and try to every year ... i dont do more on teh ARRList than read the
posts everyonce in a while, but you do notice those that are helpful in the
responses


On Thursday, October 18, 2012 5:13:09 PM UTC-4, Joe Martin D'Souza wrote:

**



You had it coming a long time!



Joe

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notify the system manager. Subject to local law, communications (including
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Re: MVP 2012 - Congratulations LJ Longwing!

[Timothy Powell]

First - Congrats LJ. It was a pleasure meeting you at RUG this year.

Second -Thanks to everybody for their list participation. 

Third -  Dan, I think you should do at least ONE more year of awards. If you
get the same kind of turnout next year, then ok, but then you'll get to end
it on the 20th anniversary. :-)

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Monday, October 22, 2012 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

 

** 

LJ has a definite point about participation in the ARSlist awards.  I was
not aware that voting was so lethargic.  Even if you're not an active poster
you certainly gain knowledge from the various posts.  When the first
requests for nominations and voting are sent you should respond immediately.
Not only did Dan and Joel initially set this wonderful facility in motion,
Dan has spent many hours over the years maintaining it.  Everyone who didn't
vote should examine the disrespect they have shown Dan and make sure that if
Dan can be convinced to go one more round of voting next year that you all
step up to the plate and do the right thing.  So little is asked of you to
support this service.  For many of you this is 'free' support, you need to
do your part!  And it is a tradition that should not be let go of.

 

LJ ... congratulations for sure on a well deserved win.  I've utilized much
of the information you have published and I doubt that I'm the only one.
The other nominees are to be congratulated too, I know that Jason Miller is
also a very active poster.  These guys use their own personal time to help
all of us out.  The award is a justified show of appreciation for their hard
work and way for us to let those who go the extra mile know we value those
efforts.

You can be sure you'll hear from me come voting time next year!  

 

Susan Palmer

On Mon, Oct 22, 2012 at 9:11 AM, Longwing, LJ CTR MDA/IC
lj.longwing@mda.mil wrote:

Thank you to all that nominated and voted for me...it is a great honor.

2 things for the list.

1 - The plaque maker apparently didn't use proper quality control processes,
and the award is mounted upside down on the plaque.  I have decided NOT to
fix it, and will proudly display it upside down as was apparently intended.

2 - Dan announced at the awards that there will be no ARSList Awards next
year and that this year was the last MVP.  After extensive discussion with
him one on one, he told me that if the community at large didn't care enough
to vote for an MVP, then one shouldn't be declared.  At this rate there was
somewhere in the realm of a 2% voting rate of overall recipients of this
list.

There were over 10 THOUSAND posts to the list last year, and only 100ish
people decided that it was worth their time to thank anyone for the help
provided?

If Dan decides to allow an MVP vote next year, I'm going to be doing my best
to rally the troops and ensure that we have a good voter turnoutI don't
think a 10% turnout is unreasonable


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rod Harris
Sent: Sunday, October 21, 2012 9:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: MVP 2012 - Congratulations LJ Longwing!

** Belated congratulations LJ, definitely a deserved choice. It was great to
be able to put a face to the name at RUG.

Rod


On 18 October 2012 17:13, Joe Martin D'Souza jdso...@shyle.net wrote:


**

You had it coming a long time!

Joe
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Re: Results of a application pen-test - need to close holes

[Timothy Powell]

Dan,

For the session timeout, i found the setting under web, in user preferences:

As Mr. Baker pointed out, there is also a global timeout setting in the 
Mid-Tier Configuration that's not changeable by the end user.

Tim
-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Miller
Sent: Monday, October 08, 2012 6:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: Results of a application pen-test - need to close holes

Hi John

For the session timeout, i found the setting under web, in user preferences.  
looks like some people had no timeout setting at all, some had 5 hours.  I have 
logged an internal RFC to globally reset everyone’s to one hour, and also to 
set mid-tier webserver timeout to the same to cover all bases.

For the concurrent users, i confirmed that as long as the user does not have a 
fixed-license, + admin role, then they can not log in concurrently from 
multiple machines, so that one is closed.

As for the auto-complete one, the specific comments from the pen-tester was as 
follows.  he was not actually scanning cookies by the looks of it, more viewing 
the screen in front of him.  he provided a screen show showing the web-browser 
offering the last 3 usernames used on that browser.  it should be possible to 
stop browsers remembering a field value,. like online baking sites where no 
matter what the browser is set to, you can nOT remember the last value of the 
field from the last visit:

Web applications allows user to store the password in the browser (remember 
password
function). If auto complete feature is ON and an attacker gains access to the 
browser cache, can easily obtain the password in clear text and list down the 
complete user id’s present on particular application.

cheers
dan

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Re: Skip Navigation Question

[Timothy Powell]

We played with this a while back. One of the solutions we played with, we
called a Jump Menu, and was as follows:

 

Make the first field in your form a drop down menu field that can be called
with the arrow keys. It's important that it be the first field, because the
keyboard shortcut for Home (Shift-Ctrl-Home) will always take the user back
to this field.

Each value in the drop-down menu corresponds with a section on your form. So
if the first value in the menu was Assignment, then there would be an
Assignment section on the form.

Head that section up with a character field displayed as text.

When the section is picked from the drop down, set focus to the section
heading.

The fact that you created the heading as a character field displayed as text
will allow a typical support screen reader like JAWS to read the heading
back to the user for verification (screen readers have difficulty reading
trim text).

 

That was the base design. We even went a few steps further and added
required fields within sections as a menu choice and we provided the
capability for people to add custom jump points to the Jump Menu.

 

And not really tied to skip navigation, but it's VERY important for 508 to
have your tabbing order be very clean and concise.

 

HTH,

Tim

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Joran
Sent: Monday, August 06, 2012 12:07 PM
To: arslist@ARSLIST.ORG
Subject: Skip Navigation Question

 

** All
Our customer wants to build in skip navigation into customer facing forms to
meet 508 compliance requirements. I've looked on-line and in documentation
but I'm finding references on how to do this in Remedy. If anyone has a
thought or idea on how to build in skip navigation I would be grateful. 

Many thanks
Pete
ARS\ITSM 7604 01
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Opinion - Tasks not Displayed on Parent Consoles

[Timothy Powell]

Before I go butting heads with the BMC engineers on this one, I wanted to ask 
this group their opinion on this subject.

 

Background:

ITSM Suite 7.6.04

Tasks can be associated with several things with the ITSM Suite, including 
Incidents or Change Requests.

When you create a task within Incident or Change, that INC or CRQ record 
becomes the parent record for that task.

 

Current functionality:

Tasks (regardless of their parent record) can only be viewed from the Overview 
Console/IT Home Page. 

When viewed in the Overview Console, the Parent Request ID (INC or 
CRQ) is part of the data displayed.

 

Desired Functionality:

Tasks can be viewed from the console related to their parent record.

So if you create a task for an incident, the assignee can see that task from 
the Incident Console.

 

Questions:

1) Does anybody else besides me find it odd that tasks cannot be viewed from 
the parent consoles?

2) Am I out of bounds for asking for such an RFE?

 

Thanks,

Tim


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Re: ITSM 7.6.04 - Assigned Group Search on INC form.

[Timothy Powell]

There was a similar issue when you searched by customer. BMC deemed that a
bug and provided a fix for it. The defect for that issue was SW00412940.
There may be a similar fix for your issue.

 

The gist of it was, the customer field gave varying results depending on if
you entered the name (based on how you have your customer lookup configured)
and pressed return or if you just entered the name and didn't press enter.
Pressing return populated hidden fields with data that may or may not be
relevant for the particular search you are performing. For example, the
customer changed locations. You don't care that they moved from site a to
site b (which was part of the data being populated). You just want to see
that customer's tickets. In our case, it was as Shawn describes. We were
searching a mix of tickets that were created new in 7.6.04 and some that
were migrated in from 5.5.

 

In your case, selecting from the menu, is probably doing a similar data call
and set. Again, as Shawn pointed out, depending on where and how the ticket
was created, the data being called might be different.

 

BTW, we're on 7.6.04 SP2 and I do not have the issue you describe. Are you
up to SP2?

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, July 05, 2012 3:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.04 - Assigned Group Search on INC form.

 

** 

Claire,

 

Could some of them be Incidents that you migrated from your old system, or
some created by SRM and some manually?  I've not seen this behavior before,
but I would try to identify at least one example that does show up at all
times and one example that doesn't, and do a comparison via a select
statement against HPD_Help_Desk of both records to try to find a pattern.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, July 05, 2012 2:28 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.04 - Assigned Group Search on INC form.

 

** 

When searching for tickets in the HPD:Help Desk form using the Assigned
Group*+ field, the values returned are not consistent.   If  I just put the
group name in the field,  it returns one value, if I use the drop down, it
returns another value.

Neither is the complete number of tickets.   If I use a hidden field and the
group ID instead of the group name in the advanced search bar, I get the
complete number of tickets e.g. '100079' =  SGP0243.  The
problem with this is my users can't do this.  Well, they can, but they don't
know what to do and it is not as easy as just selecting the drop down or
typing in the group name.  

Any ideas?

Claire

 

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Long shot Request - Data Dictionary for Helpdesk 5.5

[Timothy Powell]

Hi. Does anybody happen to have a copy of the pdf that Remedy gave out for
the Out-Of-Box Remedy helpdesk 5.5 product?

If so, can you please send it to me offline?

 

Thanks in advance,

 

Tim Powell


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Re: BMC Atrium-SSO appears to be somewhat of a tease.

[Timothy Powell]

Until the 7.6.04 GA of ARS and ITSM, the Atrium SSO will only work with
dashboards and Analytics.

According to BMC, as of 7.6.04 the Atrium SSO will work across all Remedy
products.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of JD Hood
Sent: Wednesday, December 15, 2010 2:11 PM
To: arslist@ARSLIST.ORG
Subject: BMC Atrium-SSO appears to be somewhat of a tease.

 

** All,

 

There is an Atrium SSO product installer that is listed along with all the
other components that comprise BMC Analytics for BSM v7.6.01. If you
download the INstall  Config guide, it includes instructions for
configuring CAC authentication. I seem to recall a rumor that the next
version 7.6.x would include the ability to authenticate users with CAC cards
(would be a boon to federal clients).

 

Since the product was offered with the Analytics installers and the
documentation didn't mention ITSM, I inquired with BMC support if it could
be used to CAC authenticate with ARS (ITSM).

 

After 6 business days, I got a reply:

 

...SAP gave a confirmation that it is not possible to configure CAC with
ITSM\BO. 

 

I'm interpreting that reply to mean you can't use Atrium SSO configured for
CAC authentication with either ITSM or BO. Since BO underlies Analytics, I
have to wonder exactly which BMC products (if any) is supported by BMC
Atrium SSO?

 

Any ideas? Anyone have any experience with this widget?

 

Thanks,

 

JD Hood

ITSM Consultant

QMX Support Services, Inc

hood...@gmail.com

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Re: Working as designed type defects

[Timothy Powell]

In ref to Risk Level being consistent with Urgency, Impact and Priority:

 

Support tells me that numerous RFEs to get Risk Level changed to be
consistent with Urgency, Impact and Priority have been rejected.

I insisted on my own RFE to add to the pile. I'll let you know how it turns
out.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Friday, November 19, 2010 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Working as designed type defects

 

** 

Everyone,

 

This topic has several different facets.  I will try and address the
different aspects I see.

 

1) Consistency of functionality across application is important.

 

Absolutely.  Everything from using consistent wording to consistent options,
to consistent interaction.  This

should be true across all applications.

 

Now, are the applications as good as they should be in some cases?  No.

Are they getting better with every release?  Yes

Is the goal to keep working on things so that there is more and more
consistency of interaction?  Yes

 

There are times when there are changes to interaction that hit different
applications at different times.  That

can introduce some temporary inconsistency until the other application(s)
catch up with the new approach.

But, those are a different type of issue.

 

The things called out on this thread are about wording and operation and
function for specific operations type

consistency.  This should be done better.

 

 

2) As designed response from support

 

Well, there is always the balance of something being wrong or something
working the way the product was

intended.  So, yes, even when there is some inconsistency of operation, if
the product is working as it was

intended (we will get to whether the intended was good or not in a bit), the
answer you are getting is an

accurate one.

 

If something isn't working, then that is different.  That may be a design
error if it is not working.  If something

is not working, then you should push back on the as designed labelling.

 

If it is working but is just not doing what you would like (or is not the
same as some other application) this is

not a design error -- it is doing what it was designed to do -- but it is
something that could be done better to

allow the solution as a whole to do better.

 

What I have seen in this thread is that things are working but you would
like them to be working differently so

that the same things are the same way in different applications (and that is
a justified desire)

 

 

3) The RFE (Request for Enhancement) process

 

Now, if something is working and you want it to work differently, that is an
enhancement request to the

system.  This is true whether it is just to work differently in isolation or
whether it is to change it to work like

it does somewhere else.  This is no different than asking for a new
capability of the system.

 

Customers are always encouraged to submit enhancement requests to add to or
alter the behavior of the

system to do better for them.

 

We have to treat RFEs differently than defects (bugs).  A bug is not working
and it should be fixed so that it

works.  No one will be disrupted by a feature that didn't work that now
does.  However an enhancement that

adds functionality or changes how something interacts when it was working
before can be disruptive and so

needs to come in as a new feature in a release.

 

 

I understand that there is subtlety here and that there are gray areas
between things.  And, you should feel

free to have a discussion if something does fall into the gray area.  But,
most things will clearly fall on one

side of the line or the other.  There is a process for handling things on
either side of the line to allow the

best and most orderly response.

 

 

Would it be better if there were no inconsistencies?  You bet!  But, they do
creep in sometimes.  We need to

be diligent about working them out of the system.

 

So, if you have had things that are as designed that are working but you
wish they worked differently,

please enter an RFE for the change to have it considered for a product
enhancement.  If you have things that

are as designed but are NOT working, then it is fair to ask how something
can be designed to not work!

 

 

Your input is invaluable in helping to move the product forward.  Input from
customers has led to a number of

significant cleanups in the applications in the past few releases and we are
getting good response to the

7.6.3 release and another wave of consistency is coming in the next few
releases.

 

Also, some modularization going on inside the applications is making it more
likely that consistent

interaction will occur in many areas with more sharing of logic and
interaction.

 

 

This is a good discussion and it is important to keep BMC honest and not
just hide behind an as designed

shield.  Please keep up the pressure.

 

But, I hope 

Re: Working as designed type defects

[Timothy Powell]

Don't get me wrong. The reason for the Risk Level design sounded fairly
valid (or at least reasonable). I just didn't know why the design principle
(if truly valid) wasn't applied across all the areas in question, which by
default, would then make them behave consistently.

 

So: 

. Do the Risk Level calculations and subsequent derived values work
and produce a valid result? Absolutely. So the response of Working as
Designed is accurate. This is no longer a support issue.

. Do I want Risk Level to work differently and be consistent with
the Urgency/Impact/Priority values (or do I want Urgency/Impact/Priority to
work differently and be consistent with Risk Level values)? Yes. Now it's an
RFE.

:-)

 

Thanks Doug for taking the time to respond.

 

Tim

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Friday, November 19, 2010 3:13 PM
To: arslist@ARSLIST.ORG
Subject: Re: Working as designed type defects

** 

In ref to Risk Level being consistent with Urgency, Impact and Priority:

 

Support tells me that numerous RFEs to get Risk Level changed to be
consistent with Urgency, Impact and Priority have been rejected.

I insisted on my own RFE to add to the pile. I'll let you know how it turns
out.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug
Sent: Friday, November 19, 2010 2:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Working as designed type defects

 

** 

Everyone,

 

This topic has several different facets.  I will try and address the
different aspects I see.

 

1) Consistency of functionality across application is important.

 

Absolutely.  Everything from using consistent wording to consistent options,
to consistent interaction.  This

should be true across all applications.

 

Now, are the applications as good as they should be in some cases?  No.

Are they getting better with every release?  Yes

Is the goal to keep working on things so that there is more and more
consistency of interaction?  Yes

 

There are times when there are changes to interaction that hit different
applications at different times.  That

can introduce some temporary inconsistency until the other application(s)
catch up with the new approach.

But, those are a different type of issue.

 

The things called out on this thread are about wording and operation and
function for specific operations type

consistency.  This should be done better.

 

 

2) As designed response from support

 

Well, there is always the balance of something being wrong or something
working the way the product was

intended.  So, yes, even when there is some inconsistency of operation, if
the product is working as it was

intended (we will get to whether the intended was good or not in a bit), the
answer you are getting is an

accurate one.

 

If something isn't working, then that is different.  That may be a design
error if it is not working.  If something

is not working, then you should push back on the as designed labelling.

 

If it is working but is just not doing what you would like (or is not the
same as some other application) this is

not a design error -- it is doing what it was designed to do -- but it is
something that could be done better to

allow the solution as a whole to do better.

 

What I have seen in this thread is that things are working but you would
like them to be working differently so

that the same things are the same way in different applications (and that is
a justified desire)

 

 

3) The RFE (Request for Enhancement) process

 

Now, if something is working and you want it to work differently, that is an
enhancement request to the

system.  This is true whether it is just to work differently in isolation or
whether it is to change it to work like

it does somewhere else.  This is no different than asking for a new
capability of the system.

 

Customers are always encouraged to submit enhancement requests to add to or
alter the behavior of the

system to do better for them.

 

We have to treat RFEs differently than defects (bugs).  A bug is not working
and it should be fixed so that it

works.  No one will be disrupted by a feature that didn't work that now
does.  However an enhancement that

adds functionality or changes how something interacts when it was working
before can be disruptive and so

needs to come in as a new feature in a release.

 

 

I understand that there is subtlety here and that there are gray areas
between things.  And, you should feel

free to have a discussion if something does fall into the gray area.  But,
most things will clearly fall on one

side of the line or the other.  There is a process for handling things on
either side of the line to allow the

best and most orderly response.

 

 

Would it be better if there were no inconsistencies?  You bet!  But, they do
creep in sometimes.  We need to

be diligent

Re: Working as designed type defects

[Timothy Powell]

How about the simple fact that Close buttons and/or links are not always in
the same location and sometime are not present at all.

 

In CM, Urgency, Impact and Priority use a scale of 1 - x with 1 being the
most severe and x being the least severe. But the Risk Level values run 1-x
with 1 being the least severe and x being the most severe. That ISS ticket
came back to us as Working as Designed. The reasoning was that a 1-x scale
with 1 being the least severe and x being the most gave the customer the
opportunity to extend the Risk Level to accommodate custom risk
calculations. But if that is the true design reason, then my argument is
that Priority, Impact and Urgency should also be designed that way and also
allow that extension capability.

 

I'm going to change the ISS ticket to an RFE and see what happens.

Like you point out, I just want it to be consistent.

 

Tim 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Meyer, Jennifer L
Sent: Wednesday, November 10, 2010 4:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: Working as designed type defects

 

** 

Guillame, I feel your pain.  

 

I want to respond, not to gripe about the lack of consistency across
applications, but because I also noted this while testing the ITSM 7.6
applications.  Tasks perform differently across applications, Problem and
Known Error have minimal interaction with Task at all, and Saved Searches
aren't consistent in the consoles.  This is how it's designed, however, and
we are reporting a large number of other defects, so I'm personally hoping
that providing consistency across lesser-loved applications is BMC's next
focus.

 

Jennifer Meyer

Remedy Technical Support Specialist

State of North Carolina

Office of Information Technology Services 

Service Delivery Division ITSM  ITAM Services

Office: 919-754-6543

ITS Service Desk: 919-754-6000

jennifer.me...@nc.gov

 http://its.state.nc.us/ http://its.state.nc.us

 

E-mail correspondence to and from this address may be subject to the North
Carolina Public Records Law and may be disclosed to third parties only by an
authorized State Official.

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Wednesday, November 10, 2010 1:54 PM
To: arslist@ARSLIST.ORG
Subject: Working as designed type defects

 

** 

 I'm sending this post to the list community to see what is the general
feeling about issues that BMC Support classifies as working as designed
The category of issues I am referring to specifically here is
inconsistencies in functionality between ITSM modules or within a single
specific module.
More specifically, and to name only a few, in ITSM 7.5.1 but apparently
still present in 7.6.3:

- Assigned group searches in tasks are different than assigned group
searches in change
- Assigned group searches, change manager group searches, and change
implementer group searches are different
- Task tab in problem investigation is different than the task tab in the
incident form

When I raise these issues with BMC support, I get the reply that it's
working as designed. Well the problem with that, is that customization is
required to make functionality, and look and feel consistent.
It seems to me that BMC should create a Design Defect classification in
addition to the existing defect classification, which are essentially
implementation defects. I mean why should I need to create an RFE for
something that should work consistently in the first place? Seems like
Working As Designed is simply an easy way out of the situation. Quality
Assurance **should** catch these defects. Is this too much to ask? 

A defect is a defect because the customer perceives that as a defect, that
should be the bottom line. This is not new functionality, only making the
functionality and user interface work to the way it is expected. 

Thoughts?

Guillaume

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Re: Thanks to everyone who attended WWRUG 2010

[Timothy Powell]

And thank you for being there (and here) for us.

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 25, 2010 12:21 PM
To: arslist@ARSLIST.ORG
Subject: OT: Thanks to everyone who attended WWRUG 2010

 

** 

Hi All,

 

  Just wanted to say thank you to everyone who attended the WWRUG 2010 last
week.  It was great to see the community come together, see the usual cast
of characters in person as well as meeting new folks who were able to make
it to the show for the first time.  I really appreciate all the positive
comments about AR System, BMC products in general and the larger vision of
BMC.   It is always uplifting to hear that the products are heading in the
right direction and I hope to continue earning such remarks as we move into
the future.

 

  Again, thanks for being part of this amazing community and I look forward
to seeing you all again next year!

 

-David J. Easter

Sr. Product Manager, Enterprise Service Management

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.

 

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Re: INIT from documents

[Timothy Powell]

I agree that INIT is not supported on the mid-tier however during some Section 
508 testing we found that all of our INIT workflow fired just fine on mid-tier. 
That was on AR Server 6.3 Patch 22 with mid-tier 7.0 Patch 2.

I make no assumptions for any other server/mid-tier combination.

Tim Powell

On Sep 22, 2010, at 9:46, LJ LongWing lj.longw...@gmail.com wrote:

 **
 Init form does not work on Mid-Tier….
 
  
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Mohan Remedy
 Sent: Wednesday, September 22, 2010 7:26 AM
 To: arslist@ARSLIST.ORG
 Subject: Re: INIT from documents
 
  
 
 **
 
 I am trying to popup a warning message when user logs into Remedy using 
 either Remedy client or Mid-tier. How do I use INIT form to accomplish that?
 
  
 
 Mohan
 
  
 
 From: Nair, Rajesh IN BOM SISL nairraj...@siemens.com
 To: arslist@ARSLIST.ORG
 Sent: Wed, September 22, 2010 12:02:59 AM
 Subject: Re: INIT from documents
 
 **
 
 As per my knowledge. There is no specific doc for this.(I may be wrong).
 
 If you can list out your requirement we can help you out in that
 
  
 
 Regards
 
 Rajesh
 
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Mohan Remedy
 Sent: Wednesday, September 22, 2010 8:43 AM
 To: arslist@ARSLIST.ORG
 Subject: INIT from documents
 
  
 
 Hi All,
 
  
 
 Can some one please let me know where exactly I can find documents on using 
 Remedy INIT form? I can't seem to find it.
 
  
 
 -- Mohan
 
  
 
 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
 
 Important notice: This e-mail and any attachment there to contains corporate 
 proprietary information. If you have received it by mistake, please notify us 
 immediately by reply e-mail and delete this e-mail and its attachments from 
 your system.
 Thank You.
 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
 
  
 
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Re: INIT from documents

[Timothy Powell]

To try and address your original question, I do not have any specific documents 
that I can locate, but here is what we did.

1) Create a custom INIT form (ex: Company Name:INIT)
2) Create the active link(s) you want to fire and have them fire on the INIT 
form, Execute On: Window Open
3) Make sure you add a final active link that fires on the INIT form,
Execute On: Window Open; Execution Order: 999; If Action = Close Window.
4) Add the following line to the ar.cfg file: Init-Form: INIT FORM NAME HERE
5) Stop/Start the Remedy Service

Regards,
Tim

On Sep 22, 2010, at 12:14, Timothy Powell timothy.pow...@pbs-consulting.com 
wrote:

 **
 I agree that INIT is not supported on the mid-tier however during some 
 Section 508 testing we found that all of our INIT workflow fired just fine on 
 mid-tier. That was on AR Server 6.3 Patch 22 with mid-tier 7.0 Patch 2.
 
 I make no assumptions for any other server/mid-tier combination.
 
 Tim Powell
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Mohan Remedy
 Sent: Wednesday, September 22, 2010 8:43 AM
 To: arslist@ARSLIST.ORG
 Subject: INIT from documents
 
  
 
 Hi All,
 
  
 
 Can some one please let me know where exactly I can find documents on using 
 Remedy INIT form? I can't seem to find it.
 
  
 
 -- Mohan
 


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Re: migrator question

[Timothy Powell]

Patrick,
This isn't exactly what you're looking for, but you can back into it:


you have a set of forms (in your example, 30) that you want to migrate data 
from and the data export settings for all 30 forms will be the same. Go to 
Tools/Options and open the Migrator Options area. Go to Migration/Data. Set the 
options you want for this particular export and hit OK.
Then go to your forms, select the forms you want to export from and migrate the 
data. Rinse, lather, repeat as needed…..

On Thu, Sep 2, 2010 at 7:50 AM, patrick zandi remedy...@gmail.com wrote:
Hey all, 

In migrator, any version: if you select lets say 30 forms that you want data 
migrated, is their an easier way than manually selecting every little tab and 
then saying what you want to do with it. I do not see any templates you can 
apply to it to autofill in the standard value, and then modify a couple... 
Rather than the manual mouse click X 4 X 30 ...
Just asking.


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Re: What do you call Remedy-on-the-web?

[Timothy Powell]

I sadly call it, soon to be the only user client available...

Tim

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Martin, Dwayne
Sent: Wednesday, July 21, 2010 2:07 PM
To: arslist@ARSLIST.ORG
Subject: What do you call Remedy-on-the-web?

 

** 

Some call it Mid Tier, some MidTier, some mid tier, and some
Mid-Tier, and most of the time it doesn't matter.  The problem comes when
you want to search the ARSList archives for an old solution to a new
problem.  What do you use for your selection criteria?  It would be nice if
we could agree on a single name.

Dwayne Martin

James Madison University

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Re: CMDB and AIE baseline white paper

[Timothy Powell]

No sir. I have that one, but thank you.

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jason Miller
Sent: Tuesday, July 13, 2010 12:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB and AIE baseline white paper

 

** Is this the one you are looking for: Performance and Scalability of BMC
Remedy ITSM Suite 7.5.01 and BMC Atrium CMDB 7.5.00 Patch 1 on Solaris 10
Conducted at the Sun Solution Center

Here is the link:
http://documents.bmc.com/supportu/documents/46/71/104671/104671.pdf

Jason

On Mon, Jul 12, 2010 at 2:47 PM, Timothy Powell
timothy.pow...@pbs-consulting.com wrote:

** 

I'm reaching out here.

I recall reading a white paper authored by BMC which gave some performance
measures regarding CMDB activities.

Specifically it detailed some various server configurations and then gave a
number of CI's processed per second/hour for load, identify and merge
activities.

I do not recall what version of the CMDB and/or AIE the white paper was
authored against. I just recall reading it once.

I need it again, but cannot locate it.

If anybody has this or knows the name of the paper, please share.

 

Thanks in advance.

 

Tim Powell 

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CMDB and AIE baseline white paper

[Timothy Powell]

I’m reaching out here.

I recall reading a white paper authored by BMC which gave some performance 
measures regarding CMDB activities.

Specifically it detailed some various server configurations and then gave a 
number of CI’s processed per second/hour for load, identify and merge 
activities.

I do not recall what version of the CMDB and/or AIE the white paper was 
authored against. I just recall reading it once.

I need it again, but cannot locate it.

If anybody has this or knows the name of the paper, please share.

 

Thanks in advance.

 

Tim Powell 


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Re: Death in the Twin Cities Remedy family

[Timothy Powell]

Condolences to his family and friends.

 

 

Timothy Powell

Vice President

KPBS, Inc.

704-489-8599 (office)

704-301-1047 (Mobile)

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of William Rentfrow
Sent: Monday, June 21, 2010 11:02 AM
To: arslist@ARSLIST.ORG
Subject: OT: Death in the Twin Cities Remedy family

 

** 

I regret to inform the Twin Cities Remedy community that Chris Brock died
this weekend in an accident. Chris has been around quite the Twin Cities
Remedy world for quite a while and had worked with resellers and was most
recently working as a contractor.   

Chris and I worked close - literally 3 feet away from each other - for the
past year and he will be missed on many levels.

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

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Re: Remedy ARERR message lookup page

[Timothy Powell]

Very nice.
Thanks Misi.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Wednesday, May 26, 2010 12:07 PM
To: arslist@ARSLIST.ORG
Subject: OT: Remedy ARERR message lookup page

Hi,

I have published a new open web-page where you can lookup details
concerning the error message numbers from Remedy.

You can access directly from a form on our main page: http://rrr.se

Or you can go straight the slim-lined web page: http://rrr.se/cgi/arerrr

I am planning to open the information up, to enable all of us to add
information, references and insights to these wonderful (?) message
numbers. Let me know if you think this would be a good idea!

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

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


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Re: Compatibility Matrix

[Timothy Powell]

Look at your Temp Path variable.
If the path has a space in it, you will get the error you mention below.
We always change the temp path to C:\Temp and it works fine after that.\

Tim Powell

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Wednesday, May 05, 2010 6:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Compatibility Matrix

Thanks.

The reason I asked is:

I am trying to install ARS 7.5 on Windows 2008 and am getting the error no 
space to install. I know we have enough space.

I have done the following to configure the DEP feature
•   From the Windows Start menu, click Control Panel, and then double-click 
System.
•   Click the Advanced tab.
•   In the Performance area, click Settings.
•   On the Data Execution Prevention tab, verify if the “Turn on DEP for 
all programs
•   and services except those I select” option is selected.
•   If the “Turn on DEP for essential Windows programs and services only” 
option is selected, no configuration is required.

Is there anything I can check?

Thanks


Atul 

-Original Message-
From: David Charters [dchart...@charterssoftware.com]
Date: 05/05/2010 05:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Compatibility Matrix

Yes Windows Server 2003 and above, Oracle 10G and above, and MSSQL 2003 and 
above.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Wednesday, May 05, 2010 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Compatibility Matrix

Hi,

Question: Is ARS 7.5 compatible with Windows Server 2008?

Also will appreciate if I could get compatibility matrix for ARS 7.5.

Thanks
Atul 

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Re: Compatibility Matrix

[Timothy Powell]

BTW, KB Entry 20019577 is for this issue.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Thursday, May 06, 2010 8:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Compatibility Matrix

Look at your Temp Path variable.
If the path has a space in it, you will get the error you mention below.
We always change the temp path to C:\Temp and it works fine after that.\

Tim Powell

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Wednesday, May 05, 2010 6:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: Compatibility Matrix

Thanks.

The reason I asked is:

I am trying to install ARS 7.5 on Windows 2008 and am getting the error no 
space to install. I know we have enough space.

I have done the following to configure the DEP feature
•   From the Windows Start menu, click Control Panel, and then double-click 
System.
•   Click the Advanced tab.
•   In the Performance area, click Settings.
•   On the Data Execution Prevention tab, verify if the “Turn on DEP for 
all programs
•   and services except those I select” option is selected.
•   If the “Turn on DEP for essential Windows programs and services only” 
option is selected, no configuration is required.

Is there anything I can check?

Thanks


Atul 

-Original Message-
From: David Charters [dchart...@charterssoftware.com]
Date: 05/05/2010 05:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Compatibility Matrix

Yes Windows Server 2003 and above, Oracle 10G and above, and MSSQL 2003 and 
above.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Atul Vohra
Sent: Wednesday, May 05, 2010 4:56 PM
To: arslist@ARSLIST.ORG
Subject: Compatibility Matrix

Hi,

Question: Is ARS 7.5 compatible with Windows Server 2008?

Also will appreciate if I could get compatibility matrix for ARS 7.5.

Thanks
Atul 

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Re: AR System 7.5 Upgrade

[Timothy Powell]

If you do the installer located in the ARSuiteKitWindows.zip file, you can
just install from patch 4 and be done with it.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Kevin Begosh
Sent: Tuesday, April 27, 2010 9:37 AM
To: arslist@ARSLIST.ORG
Subject: AR System 7.5 Upgrade

 

** 

I am upgrading a 7.1 AR Server from 7.1 to 7.5 and all of it's components,
email, assignment, approval etc  not ITSM.  I see tha 7.5 for AR Server
is on patch 4 right now, do you have to run the 7.5 install and then all the
patches for AR Server and it's compenents or can I jump straight to 7.5
patch 4 and install that and be done with it?

 

Windows 2003 server, sql 2005 DB.

-- 
Kevin Begosh

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Re: Remedy Training

[Timothy Powell]

Training in Clearwater was thru EMS and they are no longer among us

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Mayfield, Andy L.
Sent: Wednesday, April 21, 2010 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Training

Good Morning All,

Did BMC close their training facilities in Atlanta? I was checking this
morning and they list no courses for that location. Clearwater, FL. was also
empty.

The only locations I see available in the USA for ARS 7.5 Administering
were Dallas, TX and Downer Grove, IL.

Andy L. Mayfield
Sr. Protection  Control Technician
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140


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Re: The truth about DEMO vs. TRIAL licensing (Was previously: Service-now.com)

[Timothy Powell]

Joanne, it’s not a hate fest (at least not on my part). Yes, all of us that 
have been around the product for awhile know that Oracle has gotten the whole 
DEMO vs. TRIAL thing messed up, and this seems like a giant waste of time and 
bandwidth. However, new people coming in to the list and the product might read 
Oracle’s statements and take them for fact, which is not the case. We don’t 
need misinformation about the product confusing new people to the community. If 
you’ve been on this list for anytime, then you know that if somebody starts 
making statements that are uninformed or not accurate, especially if that 
somebody is fairly new, one of the more experienced and seasoned posters will 
speak up and try to set the matter straight. I’m actually surprised that 
Claire, Rick, Susan or a number of other vets didn’t beat me to it. 

 

Oracle. I don’t believe that your statement of: “Anyone with business 
intelligence could figure out ‘the old days when we had unlimited access’ meant 
the Demo account with the 2000 record restriction” is realistic. The word “had” 
is past tense indicating something that was there but now gone. We never lost 
that functionality. We still “have” it. So one could easily take it that you 
were speaking of some “other” unlimited access. Plus when you say, “I want to 
be able to develop…..like the old days when we had unlimited access” and you 
actually did mean “the Demo account with the 2000 record restriction” but go on 
to say that the 2000 record limit is not acceptable, you’re speaking in 
circles. So combine your statements of: “a reasonable level of records. (not 
2000)” along with “With Remedy I can't get the free demo license anymore” and 
“Not having a demo license past 60 (or whatever the time limit) is annoying” it 
becomes obvious that you are/were confused about the differences and what is 
really available and we were trying to set the facts straight for you and 
anybody else that might be confused.

 

Yes I got what others said about 2000 records. Lyle said that if you throw in 
the BMC Apps then your quickly run out of room. I agreed. Guillaume and Joe 
said maybe converting some forms to a new form type with unlimited records, but 
again the forms they spoke about were from BMC Apps. Again I agreed. I also 
agreed with you IF you were speaking to developing against the BMC Apps. All I 
said was that 2000 was plenty if you were developing CUSTOM apps. I still stand 
by that opinion.

 

I am not offended that you are looking at other products. What I said/implied 
is if you are looking at other products based on the fact that BMC gets on your 
nerves because of their licensing/dev model, basically basing it on emotion 
instead of tangibles like product strength and long term product benefit, then 
you’re not making solid decisions.

 

On the professional insults. My turn to chuckle. You don’t know me and haven’t 
heard anything about me. So it’s all good.

 

Tim

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: Wednesday, April 21, 2010 2:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: [ARSLIST] Service-now.com

 

** 

CLUE: I a newbie to development. That does not mean that I know nothing about 
the Remedy product.  Don't assume - you sound silly. I know plenty about Remedy 
consistently throughout the 90s until 2010 OK.  

 

It was pretty clear in my email that unlimited access meant all year round - 
not 30 to 60 days.  There was no such thing as total unlimited access under 
Demo.  Anyone with business intelligence could figure out the old days when we 
had unlimited access meant the Demo account with the 2000 record restriction.  
 

Kind of like in the old days when we had UNLIMITED access under demo.

 

2000 is not plenty.  Reading is fundamental, if you read the thread, other 
developers already explained why  the 2000 limitation is not enough. You did 
not comprehend this either? My opinion is based on facts that I have observed 
during the 10 years of working with the Remedy product. 

 

A hireling not wanting to hire me? I have not heard favorable things about you 
Tim... so I thank you for the favor of not utilizing the services of my 
consulting company. We are very successful and we do not service  your kind.  

 

My clients are happy with what I recommend and/not recommend.  Too bad that you 
are offended because I choose to explore other products.  Get over it.  

 

Don't expect me to read any more on this thread or reply further.  This has 
been a waste of time.  My time is valuable and I have much more important 
things going on in life than this.  I did get a chuckle out of knowing  that 
you have nothing better to do with your time than to research my old postings 
back to 09.   

 

In a message dated 4/21/2010 1:45:39 A.M. Eastern Daylight Time, 
timothy.pow...@pbs-consulting.com writes:

** ** 

You’re the one that said:

 

From: Action Request System 

Re: Service-now.com

[Timothy Powell]

You’re the one that said:

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org]on Behalf Of oracle...@aol.com
Sent: Monday, April 19, 2010 2:39 PM

Yes - they trial last for 30-60 days, and I want to be able to develop without 
using my client's server.
Kind of like in the old days when we had UNLIMITED access under demo.

I wasn’t making up something, that was your quote.

But looking back in the archives I see that you called yourself a “Newbie” in a 
post dated Feb 2009. By your own words, you’ve only been around this product 
for about a year, so you know nothing about the “old days”.

 

You need to distinguish between DEMO and TRIAL. 

DEMO mode offers year round access, full ARS functionality with slight 
restrictions, those being 2000 records PER FORM (not total) and 3 fixed 
licenses.

TRIAL is completely unlimited access, unlimited records, full functionality, 
without fee. Thus TRIAL has a time constraint.

Again:

· If you’re just doing independent development of custom apps, your 
technical needs are met. Year round access with full ARS functionality but 
limited licenses and limited to 2000 records per form is plenty (the community 
has been doing it for years) and you’re just complaining to complain. 

· If you’re developing for a legit client who has implemented the ITSM 
Suite, they need a licensed dev server.

· If you’re developing independently against the ITSM Suite, you have a 
valid complaint with regards to the fact that you can’t install it at all and 
do anything with it on the development side and I agree with you. BMC should 
offer some sort of developer access to the suite.

 

Lastly, if you’re truly the type of person that makes decisions and advises 
clients based on the fact that a company got on your nerves because they don’t 
have the exact developer format that you “need” instead of being based on the 
real power and long term benefit of the product line, then I feel sorry for 
your clients; glad to see you moving on to other products and I wish I knew 
your real name so I wouldn’t accidently hire you in the future.

 

Tim Powell

 

From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: Tuesday, April 20, 2010 5:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

I am not looking for an unlimited Demo.  This is not a sales issue.  My 
technical needs are:  a demo with access all year round with a reasonable level 
of records. (not 2000)  I  wish BMC would have consideration for the developers 
(i.e. a Developer's Edition so developers can work it).  If they offered a 
Developer's edition for a reasonable price, I would buy it.  They just get on 
my nerves - which is why I am looking at other products.

 

In a message dated 4/19/2010 7:08:42 P.M. Eastern Daylight Time, 
timothy.pow...@pbs-consulting.com writes:

** 

But Oracle referred to the needs of his “clients”. 

With the BMC Apps statement, you’re headed back to Joe’s point. “if you cannot 
justify buying a product in about 60 days, then you do not need the product”.

If you have a client that has the need for an app like the current ITSM Suite 
AND they have a need to add custom development to it, then they will have a 
development server that is fully licensed and purposed for just that type of 
effort. If they don’t they’re fools.

 

I’ve been with the Remedy line since 3.0 and I don’t recall there ever being a 
fully “unlimited access” DEMO version that let you do anything without 
restriction.

I do recall that with Helpdesk 4.0 and 4.5 (not sure about 5.0) you could 
install that Helpdesk (as well as Change and Asset I believe) with the 3 fixed 
license capabilities and 2000 record limitation. The HD installer added 3 
application licenses to the mix that could be used with the 3 ARS fixed 
licenses. So you could develop against it.

 

Now if WE want to develop against the current ITSM Suite on our own for OUR 
purposes (not a client’s purpose), then I agree that even if you could get the 
current suite installed on a DEMO account, it wouldn’t work right or for long. 
But I don’t think you can even add the required additional licenses needed for 
an install on a DEMO acct.

 

I am a strong proponent (as many other Listers are) that BMC should add 3 of 
all the licenses for the current suite upon installation (like they did in HD 
4.x), make sure the default config records are well below 2000 (or increase the 
2000 record limit somewhat), so that it can be installed and then developed 
against with the DEMO license restrictions. That way we could develop generic 
add-ons or enhancements, but still limit the suite so it can’t be used for real 
business purposes.

 

So the main points are:

1)   Who has the need

2)   What is the need

 

If a client has the need to develop against the ITSM Apps, then they will have 
the dev server resources to do the development (if 

Re: Service-now.com

[Timothy Powell]

But the DEMO license still works. Three fixed licenses, unlimited time
frame, and a 2000 record limit per form. Anybody should be able to develop
with those minor restrictions with no issue.

 

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: Monday, April 19, 2010 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

This is not about sales.  This is about technology.   There are a lot of
vendors that have been around for many years that still offer a method for
developers to leverage free licensing and develop their product (with minor
restrictions).  Not having a demo license past 60 (or whatever the time
limit) is annoying.  I am going to enjoy this new freedom with Service Now
while it last.  And so will my clients.  Who knows... it may last for a very
long time .

 

In a message dated 4/19/2010 2:48:37 P.M. Eastern Daylight Time,
jdso...@shyle.net writes:

** 

In most cases though (at least in the mid size business market), if you
cannot justify buying a product in about 60 days, then you do not need the
product. Remedy sales however is quite flexible in granting renewals on
TRIAL licenses beyond the 60 days. The limitation is more to protect their
interests than to restrict you as a customer. Service now is fairly new in
the market which is why they are fairly liberal at the moment on their demo
and trial licenses. I'm pretty sure they will draw up those kind of
limitations if they catch up with their competitors that are currently ahead
of them. So I guess enjoy that while it lasts..

 

Remedy used to have a 90 day trial license.. That used to be more than
enough for most sales purposes.. I didn't know they reduced it down to 60..
When did that happen?

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of oracle...@aol.com
Sent: Monday, April 19, 2010 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

** 

Yes - they trial last for 30-60 days, and I want to be able to develop
without using my client's server.

Kind of like in the old days when we had UNLIMITED access under demo.

 

... Looks like this is available under Service-Now.

 

 

In a message dated 4/14/2010 3:15:10 P.M. Eastern Daylight Time,
jdso...@shyle.net writes:

** 

Do you have a problem when you request for TRIAL licenses?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of oracle...@aol.com
Sent: Wednesday, April 14, 2010 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

** 

I might check Service-now out.  And if I like it - I will recommend this to
my Clients.   With Remedy I can't get the free demo license anymore, and I
personally am not happy with Remedy's support.

 

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_

_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ 


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Re: Service-now.com

[Timothy Powell]

But Oracle referred to the needs of his clients. 

With the BMC Apps statement, you're headed back to Joe's point. if you
cannot justify buying a product in about 60 days, then you do not need the
product.

If you have a client that has the need for an app like the current ITSM
Suite AND they have a need to add custom development to it, then they will
have a development server that is fully licensed and purposed for just that
type of effort. If they don't they're fools.

 

I've been with the Remedy line since 3.0 and I don't recall there ever being
a fully unlimited access DEMO version that let you do anything without
restriction.

I do recall that with Helpdesk 4.0 and 4.5 (not sure about 5.0) you could
install that Helpdesk (as well as Change and Asset I believe) with the 3
fixed license capabilities and 2000 record limitation. The HD installer
added 3 application licenses to the mix that could be used with the 3 ARS
fixed licenses. So you could develop against it.

 

Now if WE want to develop against the current ITSM Suite on our own for OUR
purposes (not a client's purpose), then I agree that even if you could get
the current suite installed on a DEMO account, it wouldn't work right or for
long. But I don't think you can even add the required additional licenses
needed for an install on a DEMO acct.

 

I am a strong proponent (as many other Listers are) that BMC should add 3 of
all the licenses for the current suite upon installation (like they did in
HD 4.x), make sure the default config records are well below 2000 (or
increase the 2000 record limit somewhat), so that it can be installed and
then developed against with the DEMO license restrictions. That way we could
develop generic add-ons or enhancements, but still limit the suite so it
can't be used for real business purposes.

 

So the main points are:

1)   Who has the need

2)   What is the need

 

If a client has the need to develop against the ITSM Apps, then they will
have the dev server resources to do the development (if they have half a
brain).

If we have the need/desire to develop against the ITSM Apps independently,
then I agree that we have no avenue for that effort.

If we have the need/desire to develop custom workflow independently just
using the AR System, then we do have an avenue for that effort.

 

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Monday, April 19, 2010 6:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

Yes, with an empty system for custom apps.  You start throwing any BMC apps,
and you'll quickly hit that limit, preventing you from doing pretty much
anything.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, April 19, 2010 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

But the DEMO license still works. Three fixed licenses, unlimited time
frame, and a 2000 record limit per form. Anybody should be able to develop
with those minor restrictions with no issue.

 

Tim Powell

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of oracle...@aol.com
Sent: Monday, April 19, 2010 3:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

This is not about sales.  This is about technology.   There are a lot of
vendors that have been around for many years that still offer a method for
developers to leverage free licensing and develop their product (with minor
restrictions).  Not having a demo license past 60 (or whatever the time
limit) is annoying.  I am going to enjoy this new freedom with Service Now
while it last.  And so will my clients.  Who knows... it may last for a very
long time .

 

In a message dated 4/19/2010 2:48:37 P.M. Eastern Daylight Time,
jdso...@shyle.net writes:

** 

In most cases though (at least in the mid size business market), if you
cannot justify buying a product in about 60 days, then you do not need the
product. Remedy sales however is quite flexible in granting renewals on
TRIAL licenses beyond the 60 days. The limitation is more to protect their
interests than to restrict you as a customer. Service now is fairly new in
the market which is why they are fairly liberal at the moment on their demo
and trial licenses. I'm pretty sure they will draw up those kind of
limitations if they catch up with their competitors that are currently ahead
of them. So I guess enjoy that while it lasts..

 

Remedy used to have a 90 day trial license.. That used to be more than
enough for most sales purposes.. I didn't know they reduced it down to 60..
When did that happen?

 

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of oracle...@aol.com
Sent: Monday, April 19, 2010 2:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

** 

Yes - they trial last for 30-60 days

Re: Service-now.com

[Timothy Powell]

Hey Guillaume, long time no see.

 

That's true, but I'd guess that segregating the forms in this manner would
be a much larger overhead vs. just increasing the form limits to say..1
records. 

With just 3 user licenses, even if other forms had 1 records...still
can't use it for business purposes.

 

You raise a good point, but not sure how the needs of the development
community can be weighed against the need for BMC to protect its vast
investment in this product.

IMHO, any development access to the ITSM Suite to us common folk (regardless
of the form limit) would be a big step in the right direction for BMC.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault
Sent: Monday, April 19, 2010 8:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

Hi Tim,

As an extension to your post, I would say the limit on 2000 entries for a
form should only apply for user-facing forms, such as the HPD:Help Desk
form, CHG:Infrastructure Change, TMS:Task, etc. I'd say all the foundational
forms (locations, people, support groups, categorizations, assignment, etc)
and the CI forms (should have much larger limit (50,000 or even more). 

The ITSM application requires a lot of data to be really usable and
functional for a third party to do development or extensionsin order to
be able to efficiently test user interface capabilities, performance, etc.
For instance, as you know, it is not the same to display 100 entries in
table field than 1, the various needs for indexes, the effects on poorly
qualified searches, reconciliation jobs, reports, etc. 

Guillaume
 

  _  

From: Action Request System discussion list(ARSList) [arsl...@arslist.org]
on behalf of Timothy Powell [timothy.pow...@pbs-consulting.com]
Sent: Monday, April 19, 2010 7:08 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

** 

But Oracle referred to the needs of his clients. 

With the BMC Apps statement, you're headed back to Joe's point. if you
cannot justify buying a product in about 60 days, then you do not need the
product.

If you have a client that has the need for an app like the current ITSM
Suite AND they have a need to add custom development to it, then they will
have a development server that is fully licensed and purposed for just that
type of effort. If they don't they're fools.

 

I've been with the Remedy line since 3.0 and I don't recall there ever being
a fully unlimited access DEMO version that let you do anything without
restriction.

I do recall that with Helpdesk 4.0 and 4.5 (not sure about 5.0) you could
install that Helpdesk (as well as Change and Asset I believe) with the 3
fixed license capabilities and 2000 record limitation. The HD installer
added 3 application licenses to the mix that could be used with the 3 ARS
fixed licenses. So you could develop against it.

 

Now if WE want to develop against the current ITSM Suite on our own for OUR
purposes (not a client's purpose), then I agree that even if you could get
the current suite installed on a DEMO account, it wouldn't work right or for
long. But I don't think you can even add the required additional licenses
needed for an install on a DEMO acct.

 

I am a strong proponent (as many other Listers are) that BMC should add 3 of
all the licenses for the current suite upon installation (like they did in
HD 4.x), make sure the default config records are well below 2000 (or
increase the 2000 record limit somewhat), so that it can be installed and
then developed against with the DEMO license restrictions. That way we could
develop generic add-ons or enhancements, but still limit the suite so it
can't be used for real business purposes.

 

So the main points are:

1)   Who has the need

2)   What is the need

 

If a client has the need to develop against the ITSM Apps, then they will
have the dev server resources to do the development (if they have half a
brain).

If we have the need/desire to develop against the ITSM Apps independently,
then I agree that we have no avenue for that effort.

If we have the need/desire to develop custom workflow independently just
using the AR System, then we do have an avenue for that effort.

 

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Lyle Taylor
Sent: Monday, April 19, 2010 6:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

Yes, with an empty system for custom apps.  You start throwing any BMC apps,
and you'll quickly hit that limit, preventing you from doing pretty much
anything.

 

Lyle

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, April 19, 2010 2:25 PM
To: arslist@ARSLIST.ORG
Subject: Re: Service-now.com

 

** 

But the DEMO license still works. Three fixed licenses, unlimited time
frame, and a 2000 record limit per form. Anybody should be able to develop
with those

Re: Remedy Home Page

[Timothy Powell]

We added a page holder containing the following:
1) A table field displaying a User's alerts and a character field below the
table providing the ability to view some details about a selected alert (as
well as double-click open of the ticket associated to the alert).
2) An advanced filtering area where you could narrow down or expand the
contents of the Overview (or My Tickets) table.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Monday, February 08, 2010 4:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Home Page

Lee,

Somewhere in that 'blank space' you may want to create a table of Alerts, if
your company uses Alerts, with functionality to open the ticket tied to the
alert.

If you use SLA, a table of upcoming thresholds and violations might be
useful as well.

While flashboards would make the page look pretty, they may not be as useful
to every individual to see on a home page, as the ability to check and
monitor specific alerts or events..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of lee
Sent: Monday, February 08, 2010 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Home Page


This one was quite difficult to search on.

Everytime I log into Remedy, the Home Page is so plain.
I have some ideas that I want to do but I'm wondering what others have done
to spruce up their home page.

I'm thinking of putting some simple like a flashboard.
Ideally I'd like to put up a flashboard of the logged user's current open
incident and work orders.
However I can't find a way to do it with a single variable flashboard.

Anyway, what have others done on their home page?
Links to intranet?
Picture of the company office?

Thanks


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Re: Remedy Home Page

[Timothy Powell]

Oh, but a caution.
If you put an Alerts table on the Home Page, maintain you're alerts
carefully. You don't want too many old alert records hanging around. We had
some alert pack rats and didn't clean ours up for a while. In the mornings
as various time zones came online in their respective 0700 hrs time frame,
the system got sluggish when it queried the 1.7 million alert records for
several hundred users all coming online in a 5 minute time frame.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, February 08, 2010 4:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Home Page

We added a page holder containing the following:
1) A table field displaying a User's alerts and a character field below the
table providing the ability to view some details about a selected alert (as
well as double-click open of the ticket associated to the alert).
2) An advanced filtering area where you could narrow down or expand the
contents of the Overview (or My Tickets) table.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza
Sent: Monday, February 08, 2010 4:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy Home Page

Lee,

Somewhere in that 'blank space' you may want to create a table of Alerts, if
your company uses Alerts, with functionality to open the ticket tied to the
alert.

If you use SLA, a table of upcoming thresholds and violations might be
useful as well.

While flashboards would make the page look pretty, they may not be as useful
to every individual to see on a home page, as the ability to check and
monitor specific alerts or events..

Cheers

Joe

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org]on Behalf Of lee
Sent: Monday, February 08, 2010 3:49 PM
To: arslist@ARSLIST.ORG
Subject: Remedy Home Page


This one was quite difficult to search on.

Everytime I log into Remedy, the Home Page is so plain.
I have some ideas that I want to do but I'm wondering what others have done
to spruce up their home page.

I'm thinking of putting some simple like a flashboard.
Ideally I'd like to put up a flashboard of the logged user's current open
incident and work orders.
However I can't find a way to do it with a single variable flashboard.

Anyway, what have others done on their home page?
Links to intranet?
Picture of the company office?

Thanks


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Re: ARERR 312 - HD 6.0

[Timothy Powell]

I've seen similar when trying to do something like a date/time calculation
against a date only entry (or something similar).
So I'd have to side with Fred and ask the same. Double check your new
holiday entry and make sure it's correct.

Tim

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Thursday, December 24, 2009 3:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARERR 312 - HD 6.0

I hate to be the spoiler, but are you sure it added correctly?

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Sanford, Claire
Sent: Thursday, December 24, 2009 1:11 PM
To: arslist@ARSLIST.ORG
Subject: ARERR 312 - HD 6.0

My users are getting this error every now and then today.  I made no
changes other than to add a holiday in the holiday form.

Any ideas?

312.Data types are not appropriate for arithmetic operation 
The data types of the fields involved in an arithmetic operation are not
consistent with the types allowed for that operation. Review the Action
Request System User's Guide or the Action Request System Administrator's
Guide for information about the types of operations that are allowed. 

Thank you!
Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System


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Re: Change Diary Field Font

[Timothy Powell]

Ok, but this RFE was previously accepted and slated to be implemented in a
future release. In other words according to the notes it had made the cut.
Now if it truly DIDN'T make the cut, then I would have expected somebody to
inform me. Closing previously accepted AND approved RFEs merely due to age =
not cool.

BTW, bell was rung. It was confirmed that the RFE was closed merely because
of age.
RFE has been re-opened under a new number.

Tim Powell

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, December 04, 2009 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Diary Field Font

 So I guess I need to ring somebody's bell and see why they decided to
close it when was outstanding for a long time due to BMC not implementing
it.

Just to follow up on this, BMC tends to be aggressive in closing RFEs that
have not been implemented across multiple release vehicles.  In other words,
if an RFE is logged against version 2.0, was not accepted for implementation
in version 3.0 or 4.0, and isn't expected to make it into 5.0; it is a
strong candidate for just closing it.  This is done in an effort to be
honest with those logging the RFE that it has not made the cut several
times and therefore is not very likely to ever be implemented as described.

For example, this RFE was submitted in June of 2005.  It was closed in
February of 2009 - about 4 years later.  

There are pros and cons to leaving RFEs open forever, which I'm not going to
debate here, but I'm just letting you know why RFEs get closed even though
they were originally excepted but not implemented.

Even though a specific RFE is closed, the general capability might be part
of a larger theme or broad enhancement found in a future release.  Product
Management does take into account smaller and historic point RFEs when
making larger decisions around product direction - even if the point RFE had
been closed as no plans to implement within a particular time period.  For
example, were a broader move made in a future release to support Rich Text
or HTML formatting in character based fields, and that would subsume both
this and other such formatting RFEs logged over the years.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
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:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Wednesday, December 02, 2009 10:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Diary Field Font

Here is the latest on the RFE:


Regarding: RFE0009445, at 2/3/2009 2:58:05 PM, created by x

Hi , 

We have reevaluated this RFE and since it's been outstanding for a long
time, we feel that this RFE won't be practical for us to implement now.
***

So I guess I need to ring somebody's bell and see why they decided to
close it when was outstanding for a long time due to BMC not
implementing it.

Tim

On Wed, 2009-12-02 at 12:43 -0500, Carey Matthew Black wrote:
 I think this could be done in the v7.1 Mid-Tier with a custom CSS for the
field.
 I also think the v6.3's Mid-Tier could also be customized (with more
 effort, but in a similar way) too.
 
 However for the User Tool I think we are out of luck for the kind of
 specific (single field) font change.
 
 
 However, as a form of workarounds...
 
 )  Maybe the text could be converted to a View field and displayed
 with specific font settings in that display. It may not be trivial to
 implement, but I think it could be done.
 
 )  Another approach would be to give the users a report button that
 would preview the field's content. So that the effort the user needs
 to take to see the fixed width content is reduced to a single button
 click.
 
 Just a few thoughts.
 


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Re: Change Diary Field Font

[Timothy Powell]

Uncle.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, December 07, 2009 4:21 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Diary Field Font

 Ok, but this RFE was previously accepted and slated to be implemented in a
future release. In other words according to the notes it had made the cut.

Not exactly.  99.9% of the time, RFE's are not accepted - they are put
Under Consideration.  That means the RFE will be considered during the
release planning of the listed targeted release - but does not necessarily
mean it will be implemented.  More RFEs are placed Under Consideration
than get into any given release and thus RFEs that cannot be implemented due
to technology limitations, conflicting business priorities or time
restraints can be further deferred.  

Think of it somewhat like elimination rounds in a game show.  If the initial
RFE submission is placed under consideration, that means the review
committee felt it was a reasonable idea and that it could go on to be
assessed during the planning stage of the targeted release.  If, during the
planning stage, the RFE is found to meet the criteria for inclusion in the
release, then it will be scoped further and tentatively placed into the
backlog for that release.  If all goes well, it gets into the release - but
changes in priority always happen and even once it's in the backlog for the
release, there's still a chance that something of higher priority may defer
it to a later release.  If it's deferred to a later release, it will be
reviewed again during that future planning session and the cycle continues.

We try to be very explicit about these facts in communication with customers
so that we stay cool with their expectations.  The RFE process, for
example, is found here: http://www.bmc.com/support/review-policies and
documents what the various statuses mean.

 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
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:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, December 07, 2009 11:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Change Diary Field Font

Ok, but this RFE was previously accepted and slated to be implemented in a
future release. In other words according to the notes it had made the cut.
Now if it truly DIDN'T make the cut, then I would have expected somebody to
inform me. Closing previously accepted AND approved RFEs merely due to age =
not cool.

BTW, bell was rung. It was confirmed that the RFE was closed merely because
of age.
RFE has been re-opened under a new number.

Tim Powell

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Friday, December 04, 2009 2:05 PM
To: arslist@ARSLIST.ORG
Subject: Re: Change Diary Field Font

 So I guess I need to ring somebody's bell and see why they decided to
close it when was outstanding for a long time due to BMC not implementing
it.

Just to follow up on this, BMC tends to be aggressive in closing RFEs that
have not been implemented across multiple release vehicles.  In other words,
if an RFE is logged against version 2.0, was not accepted for implementation
in version 3.0 or 4.0, and isn't expected to make it into 5.0; it is a
strong candidate for just closing it.  This is done in an effort to be
honest with those logging the RFE that it has not made the cut several
times and therefore is not very likely to ever be implemented as described.

For example, this RFE was submitted in June of 2005.  It was closed in
February of 2009 - about 4 years later.  

There are pros and cons to leaving RFEs open forever, which I'm not going to
debate here, but I'm just letting you know why RFEs get closed even though
they were originally excepted but not implemented.

Even though a specific RFE is closed, the general capability might be part
of a larger theme or broad enhancement found in a future release.  Product
Management does take into account smaller and historic point RFEs when
making larger decisions around product direction - even if the point RFE had
been closed as no plans to implement within a particular time period.  For
example, were a broader move made in a future release to support Rich Text
or HTML formatting in character based fields, and that would subsume both
this and other such formatting RFEs logged over the years.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action

Re: Change Diary Field Font

[Timothy Powell]

I entered this as an RFE to BMC about 2 years ago. Last I looked, the
status of the RFE was Slated for future release.

Tim Powell

On Wed, 2009-12-02 at 11:04 -0600, Sanford, Claire wrote:
 ** 
 
 Is there a way to change the display font in a diary field without
 messing up every form in my system? 
   
 This is an email I got from one of my users:
 
 Is there any way I can tell remedy to use a monospaced font in the
 Work Log when displaying on the screen?  It does use a monospaced font
 when printing the log, but displays the log on the screen with a
 proportional font.  The result is often ugliness on the screen.  For
 instance, here is a HealthQuest display from the work log of a recent
 ticket I worked:
 
 ACTIVITY BY PATIENT   THE WOODLANDS B W TW 12/02/09
 02:24 
 XYZZX, OXXXR W
 03X00 
  PATIENT HISTORY OF ACTIVITY
 -- 
   
  
 Log Dte/Tm  Visit Func Actv  Eff Date/Time  Loc  Room-Bd Ac Srv Tp Dis
 By  St 
 120109 2258 9335  XFER XFER  12/01/09 22:58 WNL6 6254-01 IP MED
 Z2R  A 
 120109 2059 9335  ADM  ADM   12/01/09 19:57 VUTW ED01-01 SP MED
 HHT  A 
 120109 1610 9335  ERTW ERRG  12/01/09 15:45 EDTW EC EMR
 HHT  A 
 120109 1546 9335  ERTR ERTR  12/01/09 15:45 EDTW EC EMR
 HHT  X
 
 This is very hard to follow.
 
 Here is what it should look like (it actually prints like this even
 though the screen looks like the above):
 
 ACTIVITY BY PATIENT   THE WOODLANDS B W TW 12/02/09
 02:24 
 XYZZX, OXXXR W
 037X0 
  PATIENT HISTORY OF ACTIVITY
 -- 
   
  
 Log Dte/Tm  Visit Func Actv  Eff Date/Time  Loc  Room-Bd Ac Srv Tp Dis
 By  St 
 120109 2258 9335  XFER XFER  12/01/09 22:58 WNL6 6254-01 IP MED
 Z2R  A 
 120109 2059 9335  ADM  ADM   12/01/09 19:57 VUTW ED01-01 SP MED
 HHT  A 
 120109 1610 9335  ERTW ERRG  12/01/09 15:45 EDTW EC EMR
 HHT  A 
 120109 1546 9335  ERTR ERTR  12/01/09 15:45 EDTW EC EMR
 HHT  X
 
 
 ARS 6.3 Patch 21 
 HD 6.0 
 Oracle 10.2.0.4.0 w/9 libraries  
 Oracle lives on a remote server 
 Windows 2003 4 gig on app server and 8 gig on DB server
 
 
 Claire Sanford 
 Information Systems Division 
 Memorial Hermann Healthcare System 
 Phone: 713 448 6035 
 claire.sanf...@memorialhermann.org
 
 
 
 
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Re: Change Diary Field Font

[Timothy Powell]

Here is the latest on the RFE:


Regarding: RFE0009445, at 2/3/2009 2:58:05 PM, created by x

Hi , 

We have reevaluated this RFE and since it's been outstanding for a long
time, we feel that this RFE won't be practical for us to implement now.
***

So I guess I need to ring somebody's bell and see why they decided to
close it when was outstanding for a long time due to BMC not
implementing it.

Tim

On Wed, 2009-12-02 at 12:43 -0500, Carey Matthew Black wrote:
 I think this could be done in the v7.1 Mid-Tier with a custom CSS for the 
 field.
 I also think the v6.3's Mid-Tier could also be customized (with more
 effort, but in a similar way) too.
 
 However for the User Tool I think we are out of luck for the kind of
 specific (single field) font change.
 
 
 However, as a form of workarounds...
 
 )  Maybe the text could be converted to a View field and displayed
 with specific font settings in that display. It may not be trivial to
 implement, but I think it could be done.
 
 )  Another approach would be to give the users a report button that
 would preview the field's content. So that the effort the user needs
 to take to see the fixed width content is reduced to a single button
 click.
 
 Just a few thoughts.
 

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Re: 7.5 or 7.6

[Timothy Powell]

Oh, I'd dare guess those are the LEAST of the section 508 compliance issues.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

There were some places where the alt tag was incorrect - for example on
buttons for increasing or lowering weight.  Those have been corrected, to
the best of my knowledge, in ITSM 7.6 applications.

 

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Monday, October 19, 2009 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

What are the issues with 508 compliance?

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of michael campbell
Sent: Friday, October 16, 2009 6:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Pretty sure 7.6 is going to fix the 508 compliance issues.  I think 7.6 gets
released very soon.
 
mike
 

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Re: 7.5 or 7.6

[Timothy Powell]

Yes, I already have.

 

The main concerns center around:

The status flow bar and the significant use of images (which are not read by
a screen reader and are not recognized as a tab stop). Images cannot be the
only means to convey a message/result/status.

Trim text which are not read by a screen reader and not recognized as a tab
stop. Trim text cannot be the only means to convey a message/result/status.

Field data is not automatically read by JAWS and the key commands to enforce
data reads are not consistent. NOTE: In JAWS 7 data was read automatically.
So it seems some functionality has been lost either in the application or it
might be a JAWS 10 thing, but we have not been able to find a JAWS 10
setting for this.

Field tabbing issues. Tabbing in order is extremely important.

Data visualization fields.

 

These were the biggest issues encountered in a 4-5 hour brief run through on
7.5 (via mid-tier) with JAWS 10.

More issues as encountered are being reported.

 

Regards,

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Tim,

 

  If you know of specific defects that affect the usability of AR System
7.5.00 for disabled persons, please do contact BMC Support and log those
defects so they can be corrected.  Significant effort has been taken by BMC
in recent releases to ensure that the web client follows the guidelines set
forward by Section 508 to the maximum extent possible.  BMC is confident
that our AR System based solutions can meet or exceed the review processes
of agencies in the area of Section 508 - and we have, in fact, passed those
reviews in many large U.S. Government agencies.  A Voluntary Product
Assessment Template (VPAT) can be made upon request to any customer who
needs further information on this topic.

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, October 26, 2009 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Oh, I'd dare guess those are the LEAST of the section 508 compliance issues.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

There were some places where the alt tag was incorrect - for example on
buttons for increasing or lowering weight.  Those have been corrected, to
the best of my knowledge, in ITSM 7.6 applications.

 

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Monday, October 19, 2009 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

What are the issues with 508 compliance?

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of michael campbell
Sent: Friday, October 16, 2009 6:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Pretty sure 7.6 is going to fix the 508 compliance issues.  I think 7.6 gets
released very soon.
 
mike
 

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Re: 7.5 or 7.6

[Timothy Powell]

And if you recall, I was part of one of those large U.S. Government
Agencies efforts. Probably the biggest one you had to deal with. But we had
to do some MAJOR re-work of the app we had at that time (5.5) in order to
get that sign-off. The strategies we used and developed partnering with BMC
were not fully utilized in 7.5. 

For example, we had to convert every single piece of trim text to character
fields displayed as text so that they could be recognized as a tab stop by
JAWS and WindowEyes. 

We had to develop a totally keyboard functional field level help system. 

We had to strip out images and replace them with character fields containing
data that could be read by a screen reader.

These were just a few.

 

As a result of that effort with us, BMC came up with some great new coding
ideas and functionality that was released as part of the 7.0 code line and
some good new strategies in implementation.

But (IMHO), it's not the technology or strategy  that is missing, it's the
lack of implementation of that technology or strategy. 

I understand that the effort required to deliver a truly Section 508
compliant app is tremendous, but..

 

Regards,

Tim

 

From: Timothy Powell [mailto:timothy.pow...@pbs-consulting.com] 
Sent: Monday, October 26, 2009 1:12 PM
To: 'arslist@ARSLIST.ORG'
Subject: RE: 7.5 or 7.6

 

Yes, I already have.

 

The main concerns center around:

The status flow bar and the significant use of images (which are not read by
a screen reader and are not recognized as a tab stop). Images cannot be the
only means to convey a message/result/status.

Trim text which are not read by a screen reader and not recognized as a tab
stop. Trim text cannot be the only means to convey a message/result/status.

Field data is not automatically read by JAWS and the key commands to enforce
data reads are not consistent. NOTE: In JAWS 7 data was read automatically.
So it seems some functionality has been lost either in the application or it
might be a JAWS 10 thing, but we have not been able to find a JAWS 10
setting for this.

Field tabbing issues. Tabbing in order is extremely important.

Data visualization fields.

 

These were the biggest issues encountered in a 4-5 hour brief run through on
7.5 (via mid-tier) with JAWS 10.

More issues as encountered are being reported.

 

Regards,

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Tim,

 

  If you know of specific defects that affect the usability of AR System
7.5.00 for disabled persons, please do contact BMC Support and log those
defects so they can be corrected.  Significant effort has been taken by BMC
in recent releases to ensure that the web client follows the guidelines set
forward by Section 508 to the maximum extent possible.  BMC is confident
that our AR System based solutions can meet or exceed the review processes
of agencies in the area of Section 508 - and we have, in fact, passed those
reviews in many large U.S. Government agencies.  A Voluntary Product
Assessment Template (VPAT) can be made upon request to any customer who
needs further information on this topic.

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, October 26, 2009 9:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Oh, I'd dare guess those are the LEAST of the section 508 compliance issues.

 

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

There were some places where the alt tag was incorrect - for example on
buttons for increasing or lowering weight.  Those have been corrected, to
the best of my knowledge, in ITSM 7.6 applications.

 

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Boyd, Rebecca E.
Sent: Monday, October 19, 2009 11:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

What

Re: 7.5 or 7.6

[Timothy Powell]

Yes, using JAWS 7.0.1 results in the field data being read.

Still didn’t address the images and trim text issues. It never did.

The reason we tried JAWS 10 is because JAWS 7.0.1 is off Freedom’s support
matrix now. Has been for a while.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 2:17 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Ø  These were the biggest issues encountered in a 4-5 hour brief run through
on 7.5 (via mid-tier) with JAWS 10.

 

Unfortunately, JAWS 10 implements changes that are incompatible with how
structures are read with JAWS 7.0.1 – which is what AR System 7.5.00 (and
therefore ITSM 7.x) was coded against.  BMC is attempting to compensate for
this incompatibility introduced by Freedom Scientific in our AR System
8.0.00 release, which will support JAWS 10.

 

For “apples to apples” review, it would be best to use JAWS 7.0.1 – which is
stated in the compatibility matrix as the supported screen reader – for use
with AR System 7.5.00.  

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Timothy Powell
Sent: Monday, October 26, 2009 10:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Yes, I already have.

 

The main concerns center around:

The status flow bar and the significant use of images (which are not read by
a screen reader and are not recognized as a tab stop). Images cannot be the
only means to convey a message/result/status.

Trim text which are not read by a screen reader and not recognized as a tab
stop. Trim text cannot be the only means to convey a message/result/status.

Field data is not automatically read by JAWS and the key commands to enforce
data reads are not consistent. NOTE: In JAWS 7 data was read automatically.
So it seems some functionality has been lost either in the application or it
might be a JAWS 10 thing, but we have not been able to find a JAWS 10
setting for this.

Field tabbing issues. Tabbing in order is extremely important.

Data visualization fields.

 

These were the biggest issues encountered in a 4-5 hour brief run through on
7.5 (via mid-tier) with JAWS 10.

More issues as encountered are being reported.

 

Regards,

Tim

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Easter, David
Sent: Monday, October 26, 2009 12:50 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.5 or 7.6

 

** 

Tim,

 

  If you know of specific defects that affect the usability of AR System
7.5.00 for disabled persons, please do contact BMC Support and log those
defects so they can be corrected.  Significant effort has been taken by BMC
in recent releases to ensure that the web client follows the guidelines set
forward by Section 508 to the maximum extent possible.  BMC is confident
that our AR System based solutions can meet or exceed the review processes
of agencies in the area of Section 508 – and we have, in fact, passed those
reviews in many large U.S. Government agencies.  A Voluntary Product
Assessment Template (VPAT) can be made upon request to any customer who
needs further information on this topic.

 

-David J. Easter

Sr. Product Manager, Solution Strategy and Development

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.

  


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