Re: Remedy My IT Question.

[Tommy Morris]

Queue the 50 Shades jokes in 3..2…

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Wednesday, February 18, 2015 10:02 AM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy My IT Question.

**
I find it funny that together they are called S&M.



-John

On Wed, Feb 18, 2015 at 8:53 AM, Timothy Powell 
mailto:timothy.pow...@pbs-consulting.com>> 
wrote:
**
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_
_ARSlist: "Where the Answers Are" and have been for 20 years_



--

John Sundberg
Kinetic Data, Inc.
"Your business. Your process."

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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Re: USER_CACHE Problems

[Tommy Morris]

Have you tried to delete the local user cache on their machine? When odd things 
occur on my users’ clients I just have them delete the local user cache and it 
resolves those anomalies.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Thursday, February 12, 2015 8:41 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
I did bounce the Remedy system after the problem started.  It didn't work 
though  I've been trying the following command:

# ./arreload -a "[userid]" -p "[password]" -u "User" -s "[servername]" -f -d

I get the following:

Action Request System  Reload Cache Manager   Version 6.03.00 patch 016
Remedy, a BMC Software company.
Copyright (c) 1991 - 2005 BMC Software, Inc.
All rights reserved.
Summary of command line arguments:
   User form: User
   Group form   :
   Admin user   : [userid]
   Update server: [servername]
   Flush items from CURRENT server only
Verifying Admin access to 'source' server -- [servername]
   FAILED!
Message not in catalog; Message number = 329 (ARERR 329)
   [servername]


ARERR 329 :

Invalid password or authentication string for an existing user

The password you have specified for the user name is not recognized. The 
problem can be

either with the password or with the authentication string (if using NT 
authentication, the

authentication string is the NT domain) or both. Enter the password defined for 
this user

name to access the system as that user.

I've used both Demo with a Fixed license and Admin privs. as well as my own 
user id that also has admin privs.  Am I missing something?




On Thu, Feb 12, 2015 at 9:26 AM, Grooms, Frederick W 
mailto:frederick.w.gro...@xo.com>> wrote:
The logged in status for a user is only in memory (not stored in the database) 
so have you restarted the AR System?

When using the arreload utility make sure to turn off the max number of records 
returned limit (if you have one set on the server) before running or you will 
only get that number of users loaded into the user_cache

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi 
Mladoniczky
Sent: Thursday, February 12, 2015 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

Hi,

Have you tried the arreload-program?
arreload -u User -f -a adminuser -p adminpassword

The -f is supposed to flush the cache before reloading it.

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

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. 
Baltimore II
Sent: Thursday, February 12, 2015 8:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: USER_CACHE Problems

**
Gave it a shotno joy in mudville I'm afraid  Thanks for the idea though!

-Original Message-
On Thu, Feb 12, 2015 at 8:37 AM, Karthik  wrote:
**
Deleting and recreating their user record works?

- Karthik

-Original Message-
On 12 February 2015 at 18:29, Warren R. Baltimore II  wrote:
**
ARS 6.3
Oracle 10x
Sun OS 5.1

A little help please!

My legacy server is showing an issue that I have not dealt with before.

A couple of days, my database started showing some problems related to 
tablespace.  This caused a bunch of weird issues.  The tablespace issue has 
been resolved.  A couple of my users had closed their clients during that time 
and when they came back received the error message that they were still logged 
on and would they like the other session closed.  They would answer in the 
affirmative, but when they would then log back on, they would get the same 
message.  I then tried to kick them off from the admin tool, but they would 
still get the message.

I then triggered (I think) a re-cache by adding a display only checkbox and 
then doing a modify all against all users with that checkbox checked.  I did 
this based on kbase articles that talked about this type of issue.  However I 
still have a couple of users who are getting this message.

User logs don't show a need for them to be released, in fact they just show 
them logging in as normal.

They are able to work by just closing (using the x to close the window).  None 
the less, it is very annoying!

Any ideas?

Thanks!

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





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--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: Engage 2015 Call for Papers

[Tommy Morris]

Is there a solution for printing from the web client yet? That might be a good 
topic to bring up especially for those of us who are trying to justify getting 
away from the User Tool.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Charters
Sent: Friday, January 30, 2015 9:30 PM
To: arslist@ARSLIST.ORG
Subject: Re: Engage 2015 Call for Papers

**
I think  making it configurable to fit the clients module  is best.
I just might have my team code this and release a beta on it. Would you guys be 
interested in testing it?




Sent from Samsung tablet.


 Original message 
From: "Grassi, Christopher" mailto:cgra...@columnit.com>>
Date: 01/30/2015 17:23 (GMT-05:00)
To: arslist@ARSLIST.ORG
Subject: Re: Engage 2015 Call for Papers

**
+1 to Jon

Chris Grassi
+44 750658 3977
Sent from my iPhone

On 30 Jan 2015, at 02:14, John Sundberg 
mailto:john.sundb...@kineticdata.com>> wrote:
**
How about building a Kanban for managing (your) tickets in a state.

You could make it very generic…

Config:
What table.
What query.
What field is state.
What field(s) represent the description.



-John

On Thu, Jan 29, 2015 at 3:17 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
heheheheh, I'm not re-creating the user tool folks.:)

On Thu, Jan 29, 2015 at 1:48 PM, Andrew Hicox 
mailto:and...@hicox.com>> wrote:
**

An aruser client ... that works as an app on iOS and Android :-)

Actually,  it'd be kinda crazy if bmc wasn't working on something like that 
already (I hope)
On Jan 29, 2015 2:41 PM, "Sanford, Claire" 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
LJ –

Make us a new user tool!!



Claire

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ 
LongWing
Sent: Thursday, January 29, 2015 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Engage 2015 Call for Papers

**
Hello ARSList, I have a question for you.

Some of you know me personally, others just through the list.  My passions lie 
in the extending of Remedy through API programmingI'm looking for a topic 
for this years Engage and I wanted to take some suggestions from users to see 
what topics I might be able to develop and present.  The call for papers just 
came out today

https://communities.bmc.com/community/engage/blog/2015/01/29/bmc-engage-2015--call-for-papers-window-now-open

and I would like to submit a topic this year that is other than my own 
designthoughts?
_ARSlist: "Where the Answers Are" and have been for 20 years_
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_ARSlist: "Where the Answers Are" and have been for 20 years_



--

John Sundberg
Kinetic Data, Inc.
"Your business. Your process."

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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Re: Export outgoing email to a file and attached to the ticket

[Tommy Morris]

If you are running ITSM check the Email Function from and Incident. OOB code 
takes the email and writes it into a Work Info record. You could look at that 
workflow to start with. The message is simply concatenated into the Work Info 
details so that may not be the actual results but the foundation is in place at 
least.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of clemence
Sent: Thursday, December 18, 2014 8:10 PM
To: arslist@ARSLIST.ORG
Subject: Re: Export outgoing email to a file and attached to the ticket

**
Dear All

thank you for all your suggestion. I believe ican figure out how to make it 
work now

Clemence

On Thursday, December 18, 2014 5:01:52 PM UTC+8, clemence wrote:
**
I've received a request from Business user whether for a particular outgoing 
email (we are using SMTP gateway for outgoing email), remedy is able to save a 
copy of the mail in msg format (incude sender email, recipient email, email 
content, attachment etc) and then attached this msg file to the respective 
ticket.

any one got any idea how this can be done ?

thanks
Clemence
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Re: Override Change Lock down during approval phase 8.1

[Tommy Morris]

I believe that simply setting the Active Approvals field to NULL will unlock 
the record. I have unhidden that field on my CRQ view so I can "uncheck it" and 
then move the status of the change forward.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ken Pritchard
Sent: Friday, November 07, 2014 9:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Override Change Lock down durring approval phase 8.1

**
My client insisted on it also.  What we came up with is that I created a 
console (sort of like a data management tool) where certain individuals (ie the 
change managers) could perform the updates indirectly.  The console allows for 
certain changes that the customer said were allowed - it pushes / creates the 
information for them.  I had to do a fair amount of log reading to figure out 
how to duplicate / allow the updates.  I also have an audit logging so that 
statistics can be gathered on how many changes folks were making.  It's up to 
the POC from the customer to review the changes (they have a report that goes 
to them) and make sure folks aren't abusing it.

Rather than fight the battle of arguing what is meant by 'best practice' I 
opted to just build this type of interface.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Danaceau, Chris
Sent: Friday, November 7, 2014 9:15 AM
To: arslist@ARSLIST.ORG
Subject: Override Change Lock down durring approval phase 8.1

**
Has anyone done a customization to override this?   It's causing a bit of a 
storm for us as we go through our upgrade and our release teams are insisting 
they have to be able to add tasks and change other information even during 
implementation approval.

Discussion about best practice are falling on , if not deaf, then unresponsive 
ears.

I'm about to go in and see what's involved from a workflow perspective.

--
Thank You,

Chris Danaceau
FINRA

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Re: Smart IT install

[Tommy Morris]

That’s what I was thinking too but wasn’t sure. Thanks.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Monday, November 03, 2014 5:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT install

**

I believe that's the user experience patch 1.x.   Its there with the smart IT 
download.   You will have to install it on the application server first.
On Nov 3, 2014 1:22 PM, "Tommy Morris" 
mailto:tommy.mor...@radioshack.com>> wrote:
**
Where do you find the GalileoSocialPatch1.0.windows.zip? According to the 
Install doc it is a prereq for Smart IT but I cannot find that patch or product 
online.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Saji 
Philip
Sent: Tuesday, October 21, 2014 1:33 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Smart IT install

**

I have one server (not the midtier) with SmartIT/MyIT...  But at the Engage 
they said 2 servers, one primary and a secondary.
On Oct 21, 2014 9:54 AM, "Richter, Howard (CEI - Atlanta)" 
mailto:howard.rich...@coxinc.com>> wrote:
**
Go to a two server install. One for the Mongo DB and the other for 
Smart-IT/MyIT.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Terje 
Moglestue
Sent: Tuesday, October 21, 2014 10:35 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: [arslist] Smart IT install

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

~
Terje

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

**
Anyone try it on top of MyIT 2.0?

Howard

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

**

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

Click 
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Re: Smart IT install

[Tommy Morris]

Where do you find the GalileoSocialPatch1.0.windows.zip? According to the 
Install doc it is a prereq for Smart IT but I cannot find that patch or product 
online.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip
Sent: Tuesday, October 21, 2014 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Smart IT install

**

I have one server (not the midtier) with SmartIT/MyIT...  But at the Engage 
they said 2 servers, one primary and a secondary.
On Oct 21, 2014 9:54 AM, "Richter, Howard (CEI - Atlanta)" 
mailto:howard.rich...@coxinc.com>> wrote:
**
Go to a two server install. One for the Mongo DB and the other for 
Smart-IT/MyIT.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Terje 
Moglestue
Sent: Tuesday, October 21, 2014 10:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] Smart IT install

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

~
Terje

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

**
Anyone try it on top of MyIT 2.0?

Howard

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

**

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

Click 
here
 to report this email as spam.
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Re: Remedy 8.1.2 on VM

[Tommy Morris]

Thanks for the info. I am going to shoot for getting VM's I can then start 
clustering and build a decent environment without the need to go back through 
hardware-justification-hoops. Perhaps the cost savings will get me a trip to 
Engage next year.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Wednesday, October 22, 2014 12:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy 8.1.2 on VM

**
Are you guys who are running VM's using Full Text Search?

We've never really gotten that working.  We always had the same issue - we'd 
index stuff, it would work, and the indexes would get corrupted within a few 
days.

BMC wanted us to go to independent physical drives but we have all VM's.  We 
did have separate ESX storage for the FTS directories, shared by all servers.

We tried a number of alternative FTS plugin configurations but always ran into 
some type of issue.

It's worth noting this is a high-volume environment.

I'd love to know if anyone is using FTS on a VM, and how it is configured 
(especially with a server group).

William Rentfrow
wrentf...@stratacominc.com<mailto:wrentf...@stratacominc.com>
Office: 715-204-3061 or 701-232-5697x25
Cell: 715-498-5056

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Wednesday, October 22, 2014 12:21 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: Remedy 8.1.2 on VM

**
Tommy,

With all the caveats about making sure you are correctly configuring your VMs 
and you have properly
given them sufficient resources and you have properly done all the right things 
with how the network and
disc and everything is interacting with VMs  (all things that should be done 
regardless of what you are putting
in a VM)...

There is no issue with running mid-tier and server and any component of the AR 
System environment or
apps on VMs.

The DB layer can run in a VM.  We have seen evidence of large scale users with 
lots of data getting better
overall throughput on physical machines for the DB, but it will work in both 
places.

BMC itself runs with a physical DB and all AR System servers and mid-tiers on 
VMs.  This is a common
configuration in many of our customer environments.

I hope this helps,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Wednesday, October 22, 2014 9:04 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy 8.1.2 on VM

**
Just wondering how many are running the current ARS, CMDB, ITSM on VM's. My 
current hardware is at end of life and I need justification to purchase a new 
server. Our mid-tiers are running VM with no problem of course but I am 
concerned about the stability and performance of running ARS and CMDB on a VM 
instance.
Anyone have pros/ cons of going virtual?

[cid:image001.png@01CE87C8.A8D7D890]
Tommy Morris
Sr. Remedy Developer
RadioShack Corporation
300 RadioShack Circle
Fort Worth, TX 76102-1964
O > 817.415.2510
radioshack.com



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

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Remedy 8.1.2 on VM

[Tommy Morris]

Just wondering how many are running the current ARS, CMDB, ITSM on VM's. My 
current hardware is at end of life and I need justification to purchase a new 
server. Our mid-tiers are running VM with no problem of course but I am 
concerned about the stability and performance of running ARS and CMDB on a VM 
instance.
Anyone have pros/ cons of going virtual?

[cid:image001.png@01CE87C8.A8D7D890]
Tommy Morris
Sr. Remedy Developer
RadioShack Corporation
300 RadioShack Circle
Fort Worth, TX 76102-1964
O > 817.415.2510
radioshack.com




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Re: Pending based notifications & customizations in BMC Remedy ITSM 7.6.001 V

[Tommy Morris]

Do your time calculation against the Status-History Pending.Time field

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hari Vishwakarma
Sent: Friday, August 15, 2014 3:27 AM
To: arslist@ARSLIST.ORG
Subject: Pending based notifications & customizations in BMC Remedy ITSM 
7.6.001 V

**
Hi All,
Hope you are doing well.
I have one requirement where my need is about developing the notifications for 
the Remedy incidents which are in 'pending' status with only a valid status 
reason as 'customer', excluding all other status reasons.
As we all know, in pending status, SLA clock stops, but here my requirement is.
I want to develop a mechanism where Remedy system(ITSM specially service Desk) 
shoots notification emails on an interval of:
1. 1st notification after 24 hours when ticket is in pending status with status 
reason as Customer
2. 2nd notifications after 48 hours when ticket is in pending status with 
status reason as Customer.
3. 3rd notification after 72 hours and will automatically moves the pending 
status to resolved with some resolution remarks.

Basically, main objective of this funationality is to alert the customer that 
some information is awaited from his/her end and after above notifications, 
ticket will be marked as resolved as no actions were performed from customer 
end.
Where i got stuck is, since, the ticket is in pending status, how can i 
calculate the time interval for considering 24, 36 & 72 hours.
Hence, looking ahead for your much needed suggestions to achieve this 
functionality, if it is possible.
Hope, anyone has achieved this in past.
Please suggest.
Regards
Hari Vishwakarma
Pune, India



--
Best Regards,

Hari shankar Vishwakarma
Mobile:- +91-9833675872
E-mail:- hsvishwaka...@gmail.com
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Re: Change Mgmt. 8.1-approvers...

[Tommy Morris]

That is going to take some work. You will have to modify the 3-way join form to 
include the CRQ Coordinator field and then fire a filter that errors if the 
approver is the coordinator. 
Or enforce it via policy.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rick Phillips
Sent: Thursday, July 24, 2014 10:51 AM
To: arslist@ARSLIST.ORG
Subject: Change Mgmt. 8.1-approvers...

Hi,

Our change coordinators all have the role of change approvers as well.

I have a requirement to prevent any change coordinator from approving a CRQ if 
they are the assigned coordinator.

Has anyone done this before?

Thanks,

Rick

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Re: Renaming a group (moving support organization)

[Tommy Morris]

I did the same thing just with the Names, not the Organization. 

Export a report of Support Group with Instance ID, Company, Organization, Name
Change the Name in the arx file
Using Remedy Data Import Tool the arx back in matching Instance ID to Instance 
ID.

Then of course I had to back and update all the templates to assign to the new 
group. I think that that you have to use the old client to actually do this 
export.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Tuesday, July 01, 2014 12:56 PM
To: arslist@ARSLIST.ORG
Subject: Renaming a group (moving support organization)

I need to modify a group's structure for the new fiscal year.  I don't want to 
use the DMT because it changes old tickets as well.

I only need to change one level.  Any suggestions?

Currently it is

Support Company*MH
Support Organization*   Applications<---
Support Group Name*Web Team

I need it to be:

Support Company*MH
Support Organization*   Technical   <---
Support Group Name*Web Team

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Re: Associating Active Links

[Tommy Morris]

Turn on Active Link logging  and click the button.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Hunter
Sent: Thursday, March 13, 2014 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Associating Active Links

Remedy 8.1 Version 7.6
How can I determine the active links associated with a button or field within a 
form?

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Re: Opening SRM to accept variables from external applications

[Tommy Morris]

What about using a web service? I haven't played with SRM other than a prelim 
run a couple of years ago but its worth a shot and also already built into 
Remedy.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, February 25, 2014 11:09 AM
To: arslist@ARSLIST.ORG
Subject: Opening SRM to accept variables from external applications

**
Good morning,

We're working on a plan to allow SRM to accept data from external applications 
being passed to a form.  This may be a wild goose chase but I thought I'd get 
input from here to see if anyone has done something like this.

Basically, we have some JavaScript to enable a listener that we can 
theoretically use to accept values from an external source (which also has 
built in security to verify the host that's passing the data.)  What I was 
thinking is that we take that JavaScript, and embed it into the Web Header 
Content section of the Default Administrator View on 
SRS:SREC_ProvideInformation or maybe one of the JavaScript libraries used by 
SRM.  At that point, the external application can call the SRM form via a 
direct URL and also pass these fields along so it gets pre-populated with data 
from the external system.

Has anyone done something like this?  If so, do you have a better way or does 
this seem on the right track?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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RESOLVED: SQL Error when Refreshing Incident Console

[Tommy Morris]

Our Oracle DBA turned Plan Stability off and the error no longer returns. He 
said that we will leave Plan Stability off until Oracle fixes a bug in that 
utility but performance will be impacted because the queries will run 
erratically. I asked when they turned Plan Stability on and was told that it 
has been running for a long time with no issue. I am thinking that if there is 
a bug in the utility then maybe there have been issues with performance already.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 20, 2014 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Error when Refreshing Incident Console

**
This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: SQL Error when Refreshing Incident Console

**
I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

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Re: SQL Error when Refreshing Incident Console

[Tommy Morris]

No I try to keep them out of the system. I will hit them up though and see if 
they decided to "Help" with something.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, February 20, 2014 9:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: SQL Error when Refreshing Incident Console

**
This is a definite sign that someone is monkeying around with your database.  
Have you asked your DBAs to help with performance tuning on Remedy lately?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, February 20, 2014 9:10 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: SQL Error when Refreshing Incident Console

**
I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510

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SQL Error when Refreshing Incident Console

[Tommy Morris]

I am receiving "ARERR [552] The SQL database operation failed. : ORA-38141: SQL 
plan baseline SYS_SQL_PLAN_19c5fd83b7bfd1e7 does not exist" when refreshing the 
Incident Console. When the Console first opens and the table refreshes it 
returns the error, when I hit the Refresh icon it returns. However, if I select 
Open (under Incident Counts) then the table refreshes fine.
This is only affecting Incident Console and is present in both in User Tool and 
mid-Tier.

ARS 7.6.04
ITSM 7.6.sp3
Oracle

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510


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Re: Oracle to MSSQL

[Tommy Morris]

Thanks to everyone. I think that I have enough to send to the DBA's. Good info 
here and I also received some info from our Remedy support partner. All this 
should help.
Gotta love ARSList!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mueller, Doug
Sent: Friday, January 17, 2014 10:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Oracle to MSSQL

**
Tommy,

BMC has customers on both Oracle and MS SQL in significant numbers.

UNAUDITED but from what we see, the most used database is MS SQL (maybe 60% and 
then Oracle in
the say 30% or a bit more range and others in the less than 10%).

Smaller customers are much higher on the MS SQL side.  Enterprise customers 
tend to be more heavily on
the Oracle side.

The Remedy On Demand (the SaaS offering) system runs on MS SQL for all 
customers.

The capabilities of the database are in the same ballpark - the 8.1 release of 
the AR System and the final
completion of the work by Oracle has solved the case insensitive difference and 
Oracle finally has full
case insensitivity option like SQL Server has had for years which closes the 
main functional difference
between the databases.

In general, decisions are made based on in house expertise with a database - a 
lot based on what other
products they are using use as the database.  Hardware things are on is an 
issue of course given that
MS SQL runs only on Windows.

Either database will do a good job for you.  BMC has large customers on both 
databases with large data
volumes (millions of records) and large number of users (thousands of 
concurrent users).

I hope this is useful,

Doug Mueller

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Friday, January 17, 2014 8:25 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Oracle to MSSQL

**
AR 7.6.4

I am looking to switch from Oracle to MSSQL and when I asked my DBA manager 
what the cost of the SQL license would be he fires back this.
"My first concern is when we talk to Remedy what is their breakdown of what % 
of people use what database? Secondly what is the expected size of the db and 
the expected usage?"

Has anyone else had to perform research on the global database preference of 
Remedy implementations? As far as the expected size and usage I'm just going to 
tell him to look at the current Oracle db.
This guy is not going to budge on a move or even a discussion of getting Remedy 
off of Oracle until I can tell him that other companies use MSSQL. The data 
doesn't even have to be real current.

Tommy Morris

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Oracle to MSSQL

[Tommy Morris]

AR 7.6.4

I am looking to switch from Oracle to MSSQL and when I asked my DBA manager 
what the cost of the SQL license would be he fires back this.
"My first concern is when we talk to Remedy what is their breakdown of what % 
of people use what database? Secondly what is the expected size of the db and 
the expected usage?"

Has anyone else had to perform research on the global database preference of 
Remedy implementations? As far as the expected size and usage I'm just going to 
tell him to look at the current Oracle db.
This guy is not going to budge on a move or even a discussion of getting Remedy 
off of Oracle until I can tell him that other companies use MSSQL. The data 
doesn't even have to be real current.

Tommy Morris


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Ignore WSDL Mappings

[Tommy Morris]

AR, CMDB, ITSM 7.6.04sp4
MSSQL 2012

I am using a Filter to set fields in an external web service. When the WSDL 
loads it pulls all of the input mappings but I do not want to push some of the 
data. Is there a way to ignore a mapping field? If I leave the Form/Field next 
to the XML Data Type blank is pushes a NULL value which the external system 
does not like.

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510


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Re: Developer Studio 8.1 and ARS 7.5

[Tommy Morris]

Bar development mode is where I do my best work though.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, December 03, 2013 8:00 AM
To: arslist@ARSLIST.ORG
Subject: Re: Developer Studio 8.1 and ARS 7.5

**

Are you in bar development mode?  This will be required to modify code on a non 
overlay aware server
On Dec 3, 2013 6:35 AM, "Boyd, Rebecca" mailto:boy...@wfu.edu>> 
wrote:
**
Oops - my subject line wasn't right...sigh...

On Tue, Dec 3, 2013 at 8:21 AM, Boyd, Rebecca 
mailto:boy...@wfu.edu>> wrote:
Good morning,

I am trying to use Developer Studio 8.1 against my 7.5 AR System on a Windows 
box with an Oracle 11g database. I can login and open items but when I make 
changes "Save" is never enabled. What's up with this?

Rebecca

--
Rebecca Boyd
Application Administrator
Wake Forest University



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Wake Forest University
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Re: Dev Studio error

[Tommy Morris]

You need to remove the red 'x'.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, November 12, 2013 3:12 PM
To: arslist@ARSLIST.ORG
Subject: Dev Studio error

**
Any ideas how to resolve?

I get this when trying to save a filter after modifying a push fields action
[cid:image001.jpg@01CEDFBA.6E3F33F0]

Thx,
Marcelo


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<>

Re: BMC Chat with support

[Tommy Morris]

So that is the new chat feature that comes with the latest SRM? Cool, if we 
enable that and then block all incoming calls our call avoidance and time to 
resolution number should start to look better very quickly.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Thursday, November 07, 2013 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Chat with support

**
Lucky you, every time I try to use it I get an error that my support contract 
doesn't allow of it and to bugger off.

On Thu, Nov 7, 2013 at 9:19 AM, Tauf Chowdhury 
mailto:taufc...@gmail.com>> wrote:
**
So in submitting a ticket to BMC, you have the option to click the "Chat now" 
button. In the spirit of trying new things, I've tried to use that button now 
the last 2-3 times I went to open a ticket. Each time, I was #1 in queue... 
however no reps joined and eventually it "timed out." Anyone else have similar 
experiences? Is this something that BMC is not putting too many resources into?

--
Tauf Chowdhury
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Re: CMDB Issue

[Tommy Morris]

I had a lot of trouble trying to upgrade to CMDB 7.6 sp1 after a failed 
upgrade. Here are that I took to get from 7.5 to 7.6sp1. These may not be 
relevant but then again it doesn't hurt to try. Of course the first step should 
be to clean out the temp directory if you are running Windows.


1.  Run the Atrium 7.6 patch 1 upgrade

a.   Open a command window

b.  Goto the install directory  cd \AtriumCore\Disk1\InstData\VM

c.Run the command setup.exe -Dbmc.install.PAUSE_MODE=true

d.  Set install information

e.   When the installer pauses open each of the below mentioned files, 
search & replace the numeric (mask) value from 524289 to 528449. Note: There is 
only one occurrence of the mask in each file.

  i.  \dsl\com\workflow\en\cdf_com.xml

ii.  \dsl\fnp\workflow\en\cdf_fnp.xml

  iii.  \dsl\pct\workflow\en\cdf_pct.xml

  iv.  \dsl\pct\workflow\en\cdf_pct_postupgr.xml

v.  \dsl\pdl\workflow\en\cdf_pdl.xml

  vi.  \dsl\sit\workflow\en\cdf_sit.xml

f.   Resume the install (there will be 3 additional pauses you will have to 
resume through)

2.  Reboot Server

3.  Zip the current install logs by running the maintenance tool  (atriumcore\ AtriumCoreMaintenanceTool.cmd)

4.  Save zipped file to another location (it will save to the installer's 
temp directory)

5.  Verify that the relevant Share Application Properties records are 
updated to show 7.6 patch 1


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 06, 2013 9:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: CMDB Issue

**
Are there any errors in the install SQL logs?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of sriram pm
Sent: Wednesday, November 06, 2013 3:26 AM
To: arslist@ARSLIST.ORG
Subject: CMDB Issue

**
Hi All,

We are trying to Install CMDB 7.6.04 in our Development Server.

Since CMDB was not properly installed initially, we did a cleanup as per the 
BMC Installation Document and did a re-installation.

We tried multiple times and every time CMDB installation fails.

Actually we have custom applications. BMC suggested to take a DB Backup and 
cleanup the custom applications which we do not want to do.

  
  BMC Atrium Core 7.6.04 install failed.
  
  Feature BMC Atrium CMDB failed
 com.bmc.smbu.install.common.rule.engine.CommandExecutionException: Failure 
during execution of RIK command
  Feature Atrium Impact Simulator Engine failed
 Installation was skipped because BMC Atrium CMDB failed to install
  

Kindly let us know whether we have any work around to successfully install CMDB 
with out touching the Custom Applications.

Thank you,
Sriram.


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Re: How to get Mid Tier Server Name

[Tommy Morris]

I simply put the server name in the login.jsp file on each of my midtier 
servers. BMC was already using the space so I did too.

Re: CRQ stuck at completed and Next Stage button is disabled

[Tommy Morris]

Easier than going through Dev Studio… In your User Tool goto Tools / Customize 
Views. You can unhide the Active Approval radio button on your Admin view. No 
customization required.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Thursday, October 31, 2013 7:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: CRQ stuck at completed and Next Stage button is disabled

**
Better yet, create a panel and give only admins access to it. Put all these 
fields including change request previous status and other notable ones in 
there. That way, you don't have to keep modifying the form

Sent from my iPhone

On Oct 31, 2013, at 7:50 AM, "Boyd, Rebecca" 
mailto:boy...@wfu.edu>> wrote:
**
Danny,

Per BMC  KA306013, open the Change Request form in Developer Studio. Unhide the 
Active Approval field. Open up the errant Change Request, deselect Yes, save 
the request. You should then be able to save it & move it forward. Don't forget 
to re-hide the field.

HTH,

Rebecca



On Wed, Oct 30, 2013 at 7:11 PM, Herrera, Danny 
mailto:dherr...@columbia.com>> wrote:
**
We have a crq that is stuck at complete status and will not allow us to close.  
The next stage button is disabled and I cannot figure what needs to be done to 
get moving.  Any ideas?
We are running version 7.5 patch 003

Danny Herrera

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



--
Rebecca Boyd
Application Administrator
Wake Forest University
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Re: Remedy notifications

[Tommy Morris]

Try restarting the Email service on your AR server. BMC Remedy Email Engine  - 
Server Name. Or is that what you are saying you had restarted already?


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Ron Young
Sent: Wednesday, October 30, 2013 3:56 PM
To: arslist@ARSLIST.ORG
Subject: Remedy notifications

I have Remedy user 7.6/Developer 8.

I set up several filters for notifications when a ticket is created, closed, or 
reassigned. They all have been working fine until here recently. I had the guys 
that work on the server to reset the remedy -  mail exchange server. He said 
nothing seemed wrong with it. Usually when they do reset the server when 
receive all of our notifications immediately afterwards.

I tested my notification by setting a filter to set field in our transaction 
diary to capture when a ticket was opened. I created a ticket and bam...it 
fired off correct according to the transaction diary but I still didn't receive 
the notification through email that the ticket was created. Any ideas???

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Re: Change Management

[Tommy Morris]

Our developers open the CRQ. The business partners do not know the appropriate 
IT routing, approvals, Op/ ProdCats, schedule availabilities etc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris
Sent: Monday, October 28, 2013 9:12 AM
To: arslist@ARSLIST.ORG
Subject: Change Management

**
Hi,

When a user has a change request within your organization,  does the Developer 
write up the CR for the user?
My experience has always been the user writes up the request since it is their 
business requirement.  Normally the developer is assigned a task.  Just curious 
how other business are handling Change Management.
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Re: 7.6.4 UT with AR 8.x

[Tommy Morris]

Awesome! Thanks

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Differ, Alfred W CTR PHD NSWC, 210
Sent: Thursday, October 24, 2013 3:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.4 UT with AR 8.x

I haven't had any trouble with the older thick client on the new platform other 
than minor annoyances. I installed the client after installing 8.1 and a couple 
of environment variables got reset. Just change them back to what they should 
be for 8.1 and run the user tool from a shell where you control the environment 
variables locally.

Obviously the older user tool can't render the newer functions, so it should 
work until you adapt your custom apps.

-al


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, October 24, 2013 1:01 PM
To: arslist@ARSLIST.ORG
Subject: 7.6.4 UT with AR 8.x

** 

I think that I have seen a thread related to AR 7.6.4 UT compatibility with AR 
8.x but I cannot find it now. (Maybe it was Dev Studio that I saw in a thread). 
Anyway, does anyone have any input as to if the UT will work against AR 8.x on 
custom apps only. I know that it will not support ITSM 8.x  

 

Tommy Morris

Sr. Remedy Developer | RadioShack

Office# 817-415-2510

 

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7.6.4 UT with AR 8.x

[Tommy Morris]

I think that I have seen a thread related to AR 7.6.4 UT compatibility with AR 
8.x but I cannot find it now. (Maybe it was Dev Studio that I saw in a thread). 
Anyway, does anyone have any input as to if the UT will work against AR 8.x on 
custom apps only. I know that it will not support ITSM 8.x

Tommy Morris
Sr. Remedy Developer | RadioShack
Office# 817-415-2510


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Re: [EXTERNAL] Re: test. I have not seen anything from the list all day.

[Tommy Morris]

Test successful. New thread started. Sorry, it's just really slow today and I 
was bored.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Tuesday, October 22, 2013 12:37 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Re: test. I have not seen anything from the list all 
day.

**
Just wonder if my test, kicked things off.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Tuesday, October 22, 2013 1:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] [EXTERNAL] Re: test. I have not seen anything from the 
list all day.

**
Just an ebb to balance the flow, Howard.  :)

"To everything there is a season and a time for every purpose under heaven...a 
time to speak and a time to remain silent..."

LJ, I show 6 threads today, just as you do.  Well, OK, 7 with the new one that 
just got started.  ;)

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 LJ LongWing
Sent: Tuesday, October 22, 2013 11:16 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Re: test. I have not seen anything from the list all day.

**
I've seen a total of 6 threads all day, including this one.

On Tue, Oct 22, 2013 at 11:13 AM, Richter, Howard (CEI - Atlanta) 
mailto:howard.rich...@coxinc.com>> wrote:
**


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)
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/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
 

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Re: CMDB - mobile phones - where?

[Tommy Morris]

There is no class for telecom assets so I created one.
Of course you can always argue that mobile devices in general are really 
Computer Systems now. They all have an OS, memory, chipset, extended memory 
capability (except Apple and that's because they hate you wanting to store 
stuff outside of their reach).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Wednesday, October 16, 2013 10:53 AM
To: arslist@ARSLIST.ORG
Subject: CMDB - mobile phones - where?

**
Looking to start tracking mobile phones in Remedy CMDB. I've looked at the CMDB 
data model but am unsure where mobile phones should be tracked. Ideally we 
would need a field to capture the phone number. To those of you who are 
tracking mobile phones, where are you doing it?

Thanks,
Marcelo


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Re: Error on startup: Malformed \uxxxx encoding

[Tommy Morris]

Check the Path  in Environment Variables on your AR server. There was an issue 
where the java path had to be one of the first paths in the string. I can't 
recall the exact error I used to get but it seems similar.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
Sent: Tuesday, October 08, 2013 4:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: Error on startup: Malformed \u encoding

**

Unfortunately not
On Oct 8, 2013 3:52 PM, "Thad Esser" 
mailto:thad.es...@gmail.com>> wrote:
**
I've compared every file I can find (using WinMerge) with no luck.  Mostly just 
server name differences.  If you have a specific parameter file in mind, I'm 
all ears.

Thanks,
Thad

On Tue, Oct 8, 2013 at 2:28 PM, LJ LongWing 
mailto:lj.longw...@gmail.com>> wrote:
**
Thad,
I agree with the google analysis...the method that's throwing the exception is 
trying to load a properties file, and it obviously can't because of some sort 
of error.  Have you run the parameter files through something like 'ExamDiff' 
to see if there is some sort of difference that your eyes aren't seeing?

On Tue, Oct 8, 2013 at 3:23 PM, Thad Esser 
mailto:thad.es...@gmail.com>> wrote:
**
Hello,

Has anyone seen this error in their arcarte-stderr--MM-DD.log file when 
starting AR Server?

-
Exception in thread "main" java.lang.IllegalArgumentException: Malformed \u 
encoding.
at java.util.Properties.loadConvert(Properties.java:568)
at java.util.Properties.load0(Properties.java:391)
at java.util.Properties.load(Properties.java:341)
at org.pentaho.di.www.ARCarte.loadRAppPasswords(Unknown Source)
at org.pentaho.di.www.Carte.runCarte(Unknown Source)
at org.pentaho.di.www.Carte.main(Unknown Source)
-

After four tries, armonitor gives up trying to start it.  Google says its most 
likely that I need double slashes as part of a path in a java properties file 
somewhere.  Where would I look?  Or is that a red herring?

This is only happening in one environment; two others are fine.  I've compared 
settings between the three, but am obviously missing something.

ARS 8.1
OS:  Windows 2008 R2
DB: SQL Server

Thanks,
Thad

P.S.  BMC has already had me update the application password in 
UDM:RAppPassword.
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Re: 2013 MVP

[Tommy Morris]

I thought that WWRUG was in San Jose, not Vegas.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jonas Stumph Stevnsvig
Sent: Friday, October 04, 2013 7:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: 2013 MVP

**
So explain already!

On 04/10/2013 14:31 "Susan Palmer" 
 wrote:
**
Ok David  you don't want to scare away any non-attendee newbies with
that pic and no explanation!





On Fri, Oct 4, 2013 at 12:22 AM, Shellman, David
>> wrote:

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


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Re: Fun -- if you couldn't work in the computer field

[Tommy Morris]

Make sure that you engineer the crops to grow seedless. You wouldn't want 
anyone to be able to grow their own.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Friday, September 27, 2013 8:52 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fun -- if you couldn't work in the computer field

**
I know I'm a bit 'off' at times, but while reading this particular thread I 
kept thinking of a 'Computer Field'a place where you grow 
computerspicture a 'Watermelon Field', with farmers and harvesters tending 
the field, growing all of the little computers from seed, harvesting them at 
'the peak of perfection' and delivering them to the grocery where people pick 
up the right variety for their household...

That image seems strange and yet...not, all at the same timeI need a 
vacationI guess I'll huddle around a bunch of geeks next week at RUG to see 
if that helps my 'computer field' vision :)

On Thu, Sep 26, 2013 at 1:00 PM, John Sundberg 
mailto:john.sundb...@kineticdata.com>> wrote:
**
Where would you work?

-John


--

John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."

Save the date!
KEG14
February 24-25, 2014
For more information, click here  - 
KEG

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com


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Re: Fun -- if you couldn't work in the computer field

[Tommy Morris]

If ever anything happens with my Remedy gig, my wife and I will own a 
restaurant. Actually more of a Burgers, Brats, Blues and Bock kind of place 
with lots of great food and fun times. We do that for free a lot at the house 
so why not try to have that hobby pay some bills? My daughter makes the best 
bacon cupcakes in the world so we can even serve breakfast.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, September 26, 2013 2:01 PM
To: arslist@ARSLIST.ORG
Subject: Fun -- if you couldn't work in the computer field

**
Where would you work?

-John


--

John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."

Save the date!
KEG14
February 24-25, 2014
For more information, click here  - 
KEG

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com


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Re: Strategy for Remedy Release & Maintenance

[Tommy Morris]

We put the system in Development Cache Mode and then do our code changes at 
night when the system is not under a heavy load. Then after disabling DCM I 
flush the cache on across the mid-tiers. Normally we have no issues reported 
during these migrations.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Raj
Sent: Tuesday, September 24, 2013 10:56 AM
To: arslist@ARSLIST.ORG
Subject: Strategy for Remedy Release & Maintenance

**
Hi All,
Just wanted to check with experts in here, what steps do they follow during 
Remedy Release/Maintenance.
In the past, we usually used to do our code push during the scheduled window. 
But lately we been having issues with code push if we are modifying a form and 
at the same time user is accessing the form.
Issue we noticed is the view never gets re-created, in some case we had to 
re-run the view DDL.
Since then we started putting Remedy in Admin-Only mode which has helped us 
upto some extent but not entirely plus we want to avoid admin only mode as 
basically it transpires to kind of an outage as users are unable to login.
So, wanted to check with you all in here, are there any special steps you take 
during remedy release or maintenance to perform code push/enhancements/bug 
fix/features, etc.
1. Is Admin-Only mode always needed? Can we do maintenance without putting 
Remedy Admin-Only mode?
2. Disable escalations - do you think we can also look into disabling 
escalation during maintenance and then enable it back.
3. Any other suggestions or recommendations?

Please advise.
Thanks,
Raj

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Re: Remedy Load Balancing (UNCLASSIFIED)

[Tommy Morris]

That is something in the VIP settings on your load balancer. We have a friendly 
DNS name for our mid-tiers that points to the VIP and that is what remains 
displayed in the address bar.
 I wrote the server name in the individual login.jsp files so I can View Source 
on the login screen to verify which server I am hitting.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Griffin, Rod E ACE-IT Contractor
Sent: Friday, September 20, 2013 11:24 AM
To: arslist@ARSLIST.ORG
Subject: Remedy Load Balancing (UNCLASSIFIED)

Classification: UNCLASSIFIED
Caveats: NONE

We are running 4 Mid-Tiers behind a hardware load balancer. The mid-tiers are 
running tomcat 7 with SSL enabled and CAC authentication through Atrium SSO.
When users hit the load balancer URL the browser address bar changes to the URL 
of the mid-tier they get pointed to. I've been told the browser address bar 
should not change regardless of which mid-tier the user is pointed to. Seems to 
be some sort of redirection going on within Tomcat on the mid-tier.

Is there a configuration somewhere to stop this? If so, can someone tell me 
what to change?

Thanks

Rod Griffin
Lockheed Martin
Remedy Development and Support



Classification: UNCLASSIFIED
Caveats: NONE

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Re: Recruiters Odd NDA

[Tommy Morris]

I would back away from them. There are enough "free" and very legit agencies 
out there who do not ask for this up front. I have been a part of many NDA 
write-ups and would never have worded something like this.
Also just to let some of you guys in on a little secret... I worked for a 
company that actually served a former employee with a  cease and desist to both 
the former employee AND his new employer because of an NDA. The fella told them 
to bring on their lawyers the new company terminated him anyway. Seems that the 
courts do not need to get involved all the time.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Scott Hallenger
Sent: Friday, August 02, 2013 8:26 AM
To: arslist@ARSLIST.ORG
Subject: Re: Recruiters Odd NDA

**
I probably jumped the gun a little. On first read it seemed to be saying that I 
was not allowed to look for a job anywhere while they are shopping my resume 
around. Which sounded ridiculous. Now they are asking for my SS# and have not 
even interviewed my. I dunno, I'm just uncomfortable with this one..



From: Lisa Singh mailto:lisa.si...@gmail.com>>
To: arslist@ARSLIST.ORG
Sent: Friday, August 2, 2013 8:00 AM
Subject: Re: Recruiters Odd NDA

On 8/1/13, Roger Justice mailto:rjust2...@aol.com>> wrote:
> It is a non compete which is almost impossible to get a lawyer to take you
> to court for. If you live in a right to work state, which I do I have seen
> this tried and the court through it out.
>

I was going to post the same thing - non compete clauses are fairly
(well were) over here in the UK, but are utterly unenforceable. Double
check the NM law you're worried, but I wouldn't worry overly.

Lisa

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Re: [EXTERNAL] Recruiters Odd NDA

[Tommy Morris]

You can always counter the NDA and send back your own wording for them to agree 
to. I absolutely would not agree to pay the liquidation penalty (most likely 
the recruiter's fee which is normally based upon the negotiated salary) and 
then an addition 10k. All this recruiter would have to do is "blast fax" your 
resume out and then he/ she has introduced you to every company whether they 
are hiring or not.
I agree though that if something makes you uncomfortable then don't do it. 
There are plenty of other agencies and opportunities out there.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Thursday, August 01, 2013 3:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] Recruiters Odd NDA

Ask him for a guaranteed signing bonus of say, oh I don't know, US Dollars Ten 
Thousand?

- Original Message -
From: "Natalie K Stroud" 
To: arslist@ARSLIST.ORG
Sent: Thursday, August 1, 2013 4:09:00 PM
Subject: Re: [EXTERNAL] Recruiters Odd NDA

** 


Scott: 

  

I do see where the guy is coming from – he’s looking after his own interests, 
and I can understand his wanting to do that.  I can even imagine a few 
experiences which may have prompted the writing of that particular NDA.  I 
think the problem is, he’s so busy looking after his own interests that he 
doesn’t really think about how confining the arrangement being proposed is for 
the people he’s claiming to serve by hooking them up with prospective 
employers.  I can’t imagine anyone except someone desperate agreeing to that.  
While it can be helpful to work with recruiters, that particular arrangement 
seems a bit too one-sided in his side’s favor to me. 

  

And if he’s pressuring you, on the one hand, I can appreciate that he’s out 
hustling to try and find people, but on the other, he really does need to leave 
things up to you.  Letting people make their own decisions is basic respect, 
and if he has a valid position with competitive wages to offer, he shouldn’t 
need to pressure you – you’re either interested or you’re not.  So either he’s 
a basically decent guy who is simply trying too hard or else he’s a 
not-so-decent sort with some other agenda motivating him. 

  

Personally, I’d probably steer clear.  I see enough yellow flags here that 
working with “the Company” seems like a risk I’d prefer to avoid. 

  

Best of luck, 

  

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 Scott Hallenger 
Sent: Thursday, August 01, 2013 1:08 PM 
To: arslist@ARSLIST.ORG 
Subject: [EXTERNAL] Recruiters Odd NDA 

  

** 

I've been goig back and fourth with a recruiter on a position that is totally 
remote. Mind you I have no hire letter, and have had no interview thus far, and 
this all started today. I dont know this guy from adam. Below is what he sends 
me in his NDA doc. Sorry but I refused to sign his doc which he tried to 
pressure me into signing like a car salesman or something. Did I over react? 


  


  


1. During the period when Name_Less , Inc. (the “Company”) is marketing your 
skills and for 
a period of 3 months thereafter, you shall not directly or indirectly solicit 
the business of (or 
otherwise deal in a manner adverse to the Company with) or provide any software 
engineering, consulting or programming services to any customer or prospective 
customer of 
the Company where you are introduced by the Company. Furthermore, during the 
course of 
Evaluatory interviews and other meetings that the Company organizes between you 
and its 
customers or prospective customers, you agree that you will not offer your 
services directly or 
indirectly to (or otherwise deal in a manner adverse to the Company with) the 
Customers or 
prospective customers of the Company. 


  


2. In the event that you breach the provisions of this Agreement, you agree to 
pay the 
Company as liquidated damages and not as a penalty a further sum of US Dollars 
Ten 
Thousand. You acknowledge that liquidated damages in such amount is reasonable 
under 
the circumstances in light of the fact that significant damages and expenses 
will be suffered or 
incurred by the Company 

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Re: Attachments Vanishing

[Tommy Morris]

Piglatin

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Tuesday, July 23, 2013 2:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

**
What language is it written in?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Tuesday, July 23, 2013 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** There is a new version of AR Log Analyzer (release like 10 minutes ago) that 
can be found here: https://communities.bmc.com/docs/DOC-25473

Two of the of the new features are:
1) Added ability to filter the log file based on specific user
2) Added ability to filter the log file during a specific time period

This should help making a really large log file manageable.

Jason
On Tue, Jul 23, 2013 at 7:14 AM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
Do you see a performance hit for having the logging turned on?  Also, is there 
another site with more info about the Log Parsing & Management session.  I 
can't get funding for WWRUG.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason 
Miller
Sent: Monday, July 22, 2013 4:37 PM

To: arslist@ARSLIST.ORG
Subject: Re: Attachments Vanishing

** Do you have server side logging turned on?  If you have 
Filter/SQL/Escalation logging turned on you should be able to search for the 
INSERT/DELETE to the B table and see who did it and if you are really lucky the 
workflow that did it.  One you know who and when you can hopefully identify a 
user procedure that is being done (or not done) or system oddity that is doing 
it.

In the last 8 months or so I have become a fan of leaving server side logging 
on full time.  I have been able to track down so many odd things by logging 
API/SQL/Filter/Escalations to one ~2 GB log file.

PLUG: I have seen a preview of the tools that will be demonstrated in the "Log 
Parsing and Management" session at WWRUG13 (http://wwrug13.com/breakouts.html) 
and these are amazing for making that 2 GB log file something manageable and 
useful in a hurry.

Jason

On Mon, Jul 22, 2013 at 1:17 PM, Pargeter, Christie :CO IS 
mailto:cparg...@lhs.org>> wrote:
**
This has nothing to do with Tasks.  This is all around the attachments on the 
parent Change's Work Info tab.  Our Help Desk is building these Changes with a 
template then go in and add a Work Info with an attachment (Summary is just 
"notes & CRQ" then attach the document).  Then they select Next Stage & Save to 
the db (all of this is at the Mode = Create).

Then we hear that the attachment either never arrives to the other team or it 
"vanishes" after a "couple of days".

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, 
Christie :CO IS
Sent: Monday, July 22, 2013 11:16 AM

To: arslist@ARSLIST.ORG
Subject: Attachments Vanishing

**
Has anyone had this with 7.6.4?  We are getting reports of a ton of Change 
tasks "vanishing" from the system.  I asked my DBA to turn on logging for the B 
tables but I am not seeing anything.  We are using the Classic view of ITSM 
7.6.4.

Thanks

ARS 7.6.4 SP 4
ITSM 7.6.4 SP 4
RKM 7.6.4 SP 4
SLM 7.6.4 SP 1
Window 2008 - 64 Bit
MS SQ 2005
IIS/Tomcat
MidTier 7.6.4 SP 4

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Re: Copied prod server to new server - patch weirdness

[Tommy Morris]

Here are the basic steps that we take, you will have to have your DBA use the 
p-sql equivalent of the t-sql commands listed. If you are running AIE you will 
need to make changes on a couple of forms as well.
Migrate Database:

  1.  Create back-up of source Remedy database.
  2.  Copy database BAK file to the destination server.
  3.  Restore source database BAK onto destination Remedy database.
  4.  Change db owner from ARAdmin to SA
* exec sp_changedbowner 'sa'

  1.  Change db owner back to ARAdmin using the following commands:
* exec sp_dropuser 'ARAdmin'
* exec sp_changedbowner 'ARAdmin'
exec sp_defaultdb 'ARAdmin', 'ARSystem'

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Wednesday, July 17, 2013 7:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Copied prod server to new server - patch weirdness

**
Hi,
When restoring a DB to another environment (not the original), generally the 
permissions for "ARAdmin" are removed and need to be re-applied to the DB.  
These need to be re-instated by the DBA before starting ARS (ensuring the 
correct password for "ARAdmin" on the target environment is maintained).

Another tip is to place the all the other environments (Dev, Test, UAT, etc) 
Server keys into the Production system.  ARS is smart enough to ignore the 
invalid keys for the other servers but it means you do not have to re-apply 
when copying databases between environments and they will pick up their 
respective key when starting.



Kind Regards,

Carl Wilson


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 17 July 2013 06:32
To: arslist@ARSLIST.ORG
Subject: Re: Copied prod server to new server - patch weirdness

** Going simple but sometimes overlooked ...  Is the DB account AR System is 
using enable and the password is correct in ar.cfg?  With MS SQL I have had 
similar connection errors after restoring a DB and for whatever reason the DB 
account was disabled when I looked in SQL.  Maybe too many connection attempts 
with the wrong password locked the account?

Jason
On Tue, Jul 16, 2013 at 2:50 PM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
I was working with BMC tech support on a patch issue and they told me the only 
way we could be sure the patches would not break Production the way they broke 
Test was to copy Prod to the test server and install the patches.  I tried 
using the Restore Tool from the Communities and it won't see the DB either.  It 
gives me the arerr 90 error.

I can't even get the server to see the DB.  This has been all consuming for the 
last week!

I keep getting the following error.  Any ideas?  I checked the tnsnames.ora and 
set the correct values.  My DBA reinstalled the Oracle clients.  Included both 
the 64 and 32 bit.
I checked the ar.cfg and armonitor.cfg files.  Corrected the server listings 
there as well.

Warning! Failed to connect to the database.
Possible causes:
Path variable points to incorrect Oracle client
tnsnames.ora does not exist or has incorrect connection details
Missing 64 bit Oracle client libraries.


ITSM 7.6.04 SP2  <- Trying to move to SP4
ARS 7.6.04 SP3   <- Trying to move to SP4
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org




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Re: Define a new "Assignment Method".

[Tommy Morris]

How about just setting the default value of the assignee field to $USER$? 
Otherwise, if the user places something in the assignee field before they save 
it will always be NULL. The problem I see with this is that the AE will not 
trigger if the value is not NULL on save.
Is your client actually using AE or just Assignment Configuration to get the 
ticket to the correct group?
Seems like you need to have a well-defined process on how tickets can and will 
be created before running this road.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of team.rem...@libero.it
Sent: Tuesday, July 09, 2013 9:12 AM
To: arslist@ARSLIST.ORG
Subject: R: Re: Define a new "Assignment Method".

Hi Adhwari,
Thank you so much... i agree with you !!!

"that is the question!"
...my customer asked me to develop an automatic system that, if Assignee (in 
the Assigment tab) is NULL, we must push the user that in that moment are 
saving the ticket ! (user has the ticket ownership).

if I'll be able to develop a "Assignment Method"  I'll use it in"Assignment 
Rule" task (as you say) !

do you think that I'm crazy ? :)

however, In conclusion, do you think is more appropriate to develop an AL that 
start when you save the ticket, bypassing "Assignment Rule" task?  ;)

Thank you so much for the active collaboration Peter.

>Messaggio originale
>Da: adhwari_kulka...@bmc.com
>Data: 9-lug-2013 15.33
>A: 
>Ogg: Re: Define a new "Assignment Method".
>
>Hi Pietro,
>The three methods that you have described are the algorithms the 
>assignment
engine uses to choose an assignee.
>An assignment method (rule) is the one that has a qualification which 
>will
fetch a set of assignees from a given table(assignee Table). The assignment 
engine uses one of the above mentioned algorithms to choose one assignee from 
the set.
>
>To solve your problem you need to write, 1. A rule that will describe 
>your criteria. You will write the qualification
here that tells your business need. Herein you will choose the algorithm (RR or 
capacity or number).
>2. A new assignment process wherein the Request form would be HPD:Help_Desk.
>
>I hope this will help you.
>
>Regards,
>Adhwari Kulkarni
>
>
>-Original Message-
>From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.
ORG] On Behalf Of team.rem...@libero.it
>Sent: 09 July 2013 18:16
>To: arslist@ARSLIST.ORG
>Subject: R: Re: Define a new "Assignment Method".
>
>Hi Ryan,
>Thank you for your reply.
>
>I try to explain...
>
>I'd like to activate the method on the HPD:Help_Desk form , in the 
>selection
of the support group's Assignee.
>Now the system does not select automatically  an Assignee, and we 
>thought to
automatize the selection of Assignee at the some time of Ticket save.
>
>I hope I was sufficient clear , if you need more info please ask.
>Thanks in advance.
>Pietro
>
>>Messaggio originale
>>Da: ryan_down...@bmc.com
>>Data: 9-lug-2013 14.18
>>A: 
>>Ogg: Re: Define a new "Assignment Method".
>>
>>Hi Team Remedy,
>>
>>There is always a way  :)
>>
>>In order to do what you are speaking ofTry using the following
>documentation link as a guide to adding your own assignment process and
associated rules:
>>
>>https://docs.bmc.

>com/docs/display/public/ars8000/Integrating+the+BMC+Remedy+Assignment+E
>ngine+into+an+application
>>
>>Hope this helps  :)
>>
>>Regards,
>>Ryan.
>> 
>>
>>-Original Message-
>>From: Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.
>ORG] On Behalf Of Team Remedy
>>Sent: Tuesday, July 09, 2013 6:21 AM
>>To: arslist@ARSLIST.ORG
>>Subject: Define a new "Assignment Method".
>>
>>Hi all,
>>do you think that it's possible to define a new kind of "Assignment Method"?
>>
>>Now, there are three methods which are used by assignment engine for 
>>auto
>individual assignment
>>Round Robin
>>Capacity based
>>Number Based
>>I would like to create a customized method, in order to use it in 
>>"Assignment
>Rule" task.
>>thanks in advance.
>>Pietro
>>
>>My instance :
>>Ar Server 7.1.00 Patch 011 201007230200 Mit Tier Version 7.6.04 SP4
>>201209051922 Service Desk 7.0
>>
>
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Re: 6.3 upgrade options?

[Tommy Morris]

Are you running the 7.6.04 UT on 64bit machines?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dave Barber
Sent: Friday, June 07, 2013 9:47 AM
To: arslist@ARSLIST.ORG
Subject: Re: 6.3 upgrade options?

**
Our current environments :
6.3 server running in-house applications against an Oracle 9 database (circa 
100 concurrent users)
7.0.1 patch 012 server running in-house applications against an Oracle 10 
database - this is the one being upgraded to 7.6.04 (1400 concurrent users)
7.5 server running ITSM (Change) and CMDB
We've upgraded the clients to 7.6.04 (patch 004 - the latest and final version) 
and for most people its okay, but for a few (including me on occasion) when 
accessing the 6.3 applications the 7.6.04 client is crashing.
Due to its size and use, we wouldn't be able to allocate the time to upgrade to 
7.6.04, and I'm not even sure if our hardware is up to the job (its old, very 
old).  We'd likely also have to upgrade the database (don't think Oracle 9 is 
supported on 7.6.04).

It would be good if we could upgrade to 7.6.04, but realistically with the size 
of the application (and other potential changes in our organisation) just 
migrating to a later server may be sufficient to stop the clients from crashing 
- especially when we've demonstrated no issues between the 7.6.04 client and 
our current 7.0.1 server & applications.

Drew - my manager determined something similar with certain menu types on 6.3 
that the 7.6.04 user tool just didn't like.  But sadly that only seems like 
part of the solution, and as we know it isn't going to be fixed.
Mid tier is another issue entirely.  We have it in place for the ootb 
applications, no-one uses it.  I'm not sure why, maybe they just like the WUT :)
Dave


On 7 June 2013 15:25, Drew Shuller 
mailto:drew.shul...@gmail.com>> wrote:
**
Dave, this is an interesting thread because we're having the exact same issues: 
6.3 legacy app, upgraded ms db to 2008, upgraded server o/s to 2008 32-bit and 
ARS to 7.5, the user client to 7.5 and then to 7.6.04 running XP SP3 
compatibility.
Before the upgrade, certain user tools were crashing when a display-only form 
ran workflow that presented the users with a dialog box that let them choose 
which assignment group to show in a table on the form. That issue was solved 
when we upgraded ARS and the user tool.

Other issues popped up where some workflow was causing the user tool to run 
extremely slow for 15 minutes. It was intermittent but one person on the help 
desk would experience this when setting up a ticket and selecting certain 
menus. It was never the same and I never ran it down. Finally, it cratered his 
pc. I attributed it to a combination between a tweaked DoD o/s image and a p/c 
that was on it's way out anyway. As of now, he was the only one experiencing 
the problem.
If you have the time, I would upgrade everything to something less ancient :-), 
stopping at 7.6.04 if you must have the user too. Or...get everything working 
on the mid-tier, which you'll have to do at some point in the future anyway.
Sorry I can't solve your problems, but maybe this information will help in some 
way.

Drew
JTB-Bravo Honduras
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Re: Mixed Case Login Issues

[Tommy Morris]

Outstanding! Thanks Fred! I was instructed by management to leave the UT login 
alone as we are encouraging more and more people to use the mid-tier. I have 
applied and tested the on-change that you supplied and will be moving that into 
production tonight for mid-tier logins and get to implement LJ's suggestion for 
resolving the UT login's tomorrow morning.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W
Sent: Thursday, May 30, 2013 11:13 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mixed Case Login Issues

For Mid-Tier you can add a simple On-Change to the login field to lower case 
it. 
In login.jsp, approximately line 132, (the line of mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, May 30, 2013 10:58 AM
To: arslist@ARSLIST.ORG
Subject: Mixed Case Login Issues

**
AR 7.6.4 sp1

Just to be honest, I stole the summary of this issue from jshyman but the 
answer to this was concerning Analytics and I could not find another thread so 
here goes.

If a user logs into Remedy using all lowercase then AREA LDAP checks with LDAP, 
which is case-insensitive, and returns a positive result. Remedy then checks 
the log in information with the Remedy Login ID in CTM:People and finds a match 
and the user is logged in with all their expected rights..
However, if a user logs into Remedy using mixed case or call CAPS then AREA 
LDAP checks with LDAP, which is case-insensitive, and returns a positive 
result. Remedy then checks the log in information with the Remedy Login ID in 
CTM:People and does not find a match, due to Oracle being case-sensitive, and 
the user is logged in as a guest.

The easy solution would be to tell end-users to use all lower case when they 
log into Remedy but instead our Problem Management team decided this was a 
recurring issue with Remedy and opened a PBI on it. Does anyone have a thought 
as to how I can capture the login ID and drop it to lower case on both the UT 
and mid-tier? Or an any other useful suggestion will be appreciated.

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Re: Mixed Case Login Issues

[Tommy Morris]

Thanks LJ, I was really going for sanity check with the UT login. I really 
didn't want to chase that rabbit, with my luck its probably duck season anyway.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Thursday, May 30, 2013 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mixed Case Login Issues

**
Tommy,
There are MANY a threads on this in the past.  Mid-Tier you can do some 
JavaScript that moves it to lower case, but alas, I don't believe there is 
anything you can do with User Tool other than bonk them on the head and say "I 
told you lower, do it now'

On Thu, May 30, 2013 at 9:57 AM, Tommy Morris 
mailto:tommy.mor...@radioshack.com>> wrote:
**
AR 7.6.4 sp1

Just to be honest, I stole the summary of this issue from 
jshyman<https://communities.bmc.com/people/jshyman> but the answer to this was 
concerning Analytics and I could not find another thread so here goes.

If a user logs into Remedy using all lowercase then AREA LDAP checks with LDAP, 
which is case-insensitive, and returns a positive result. Remedy then checks 
the log in information with the Remedy Login ID in CTM:People and finds a match 
and the user is logged in with all their expected rights..
However, if a user logs into Remedy using mixed case or call CAPS then AREA 
LDAP checks with LDAP, which is case-insensitive, and returns a positive 
result. Remedy then checks the log in information with the Remedy Login ID in 
CTM:People and does not find a match, due to Oracle being case-sensitive, and 
the user is logged in as a guest.

The easy solution would be to tell end-users to use all lower case when they 
log into Remedy but instead our Problem Management team decided this was a 
recurring issue with Remedy and opened a PBI on it. Does anyone have a thought 
as to how I can capture the login ID and drop it to lower case on both the UT 
and mid-tier? Or an any other useful suggestion will be appreciated.

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Mixed Case Login Issues

[Tommy Morris]

AR 7.6.4 sp1

Just to be honest, I stole the summary of this issue from 
jshyman but the answer to this was 
concerning Analytics and I could not find another thread so here goes.

If a user logs into Remedy using all lowercase then AREA LDAP checks with LDAP, 
which is case-insensitive, and returns a positive result. Remedy then checks 
the log in information with the Remedy Login ID in CTM:People and finds a match 
and the user is logged in with all their expected rights..
However, if a user logs into Remedy using mixed case or call CAPS then AREA 
LDAP checks with LDAP, which is case-insensitive, and returns a positive 
result. Remedy then checks the log in information with the Remedy Login ID in 
CTM:People and does not find a match, due to Oracle being case-sensitive, and 
the user is logged in as a guest.

The easy solution would be to tell end-users to use all lower case when they 
log into Remedy but instead our Problem Management team decided this was a 
recurring issue with Remedy and opened a PBI on it. Does anyone have a thought 
as to how I can capture the login ID and drop it to lower case on both the UT 
and mid-tier? Or an any other useful suggestion will be appreciated.


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Re: need help about integrating ITSM with Service now

[Tommy Morris]

Service Now has a "Remedy Connector" web service app already available. Hit up 
the SN wiki site and search for it.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Wednesday, May 22, 2013 11:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: need help about integrating ITSM with Service now

**

Amar,



You have very loosely used the word integrate.



Integrate could mean any number of things.



So with that very abstract idea of what you need to get done, I would suggest 
the use of web services to do what you need to.



While there are some limitations going that path (most of which are described 
in the web services section of the integration guide), it would be a path with 
least resistance, with a fairly quick turnaround, should you face no problems.



To the best of my knowledge, ServiceNow is Web Service capable too, so it would 
be the ideal tool, given the  lack of detailed information of what you need to 
get done.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Remedy consultant
Sent: Wednesday, May 22, 2013 11:47 PM
To: arslist@ARSLIST.ORG
Subject: need help about integrating ITSM with Service now

**
Hello All,

We are trying to integrate ITSM with service now (in which ITSM will create 
incidents tickets in service now) . could you please provide your inputs about 
what needs to be done from remedy side ?

---Amar
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Re: How to search for Tasks

[Tommy Morris]

No I haven't had any issues like that with the Home Page. You should escalate 
that ticket though, browser generated non-Remedy errors can return as an 
off-shoot of Remedy problems.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, March 28, 2013 9:03 AM
To: arslist@ARSLIST.ORG
Subject: Re: How to search for Tasks

**
Did you run into any errors when they save that object to their customizable 
home page?  I tried the same thing, and it worked fine until someone tried to 
save it to their default things that come up.  The next time they log in, they 
get some weird scripting errors.  Unfortunately BMC support was no help when we 
opened a ticket on the issue because AR System code shouldn't generate 
non-Remedy errors.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Thursday, March 28, 2013 8:48 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: How to search for Tasks

**
I created a Display form with two tabs to show a table of Tasks Assigned to Me 
and Tasks Assigned to My Group(s). I then added that to the Customizable Home 
Page. My users love using that instead of using the Overview Console.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, March 28, 2013 8:29 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: How to search for Tasks

**
Good morning,

I'm attempting to find out if there is an easier way for users to locate Tasks 
in Remedy.  One of the issues we are dealing with is how they are not really 
visible anywhere except for the Overview Console.  Additionally, it's difficult 
to do a search for Tasks.  For example, let me compare doing a search on 
Incidents versus Tasks:

INCIDENT SEARCH:
1)  From the Home Page, click on the Applications flyout menu.
2)  Select Incident Management > Search Incident

TASK SEARCH:
1)  From the Home Page, click on the Applications flyout menu.
2)  Select Foundation Elements > Overview Console.
3)  Click the "Search For Ticket" link at the top right of the table field.
4)  Scroll to the bottom of the menu on the Request Type field and select 
"Task".
5)  Click the Select button.

I've thought of just creating at least one entry point to take users directly 
to the search screen for Tasks to resolve this, but I really shouldn't have to 
do it.  I'm planning on replacing  the entire Home Page with a custom one since 
it doesn't provide useful information on Change Requests or Tasks in terms of 
scheduled dates and other data.  Another fix for my users will be solved by the 
migration to 8, where they restored the Tasks to a tab on Incidents since some 
portion of my users leverage Tasks on Incidents.

How has your organization dealt with making Tasks easier to find and more 
visible?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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hyperlink, please e-mail sender.
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Re: How to search for Tasks

[Tommy Morris]

I created a Display form with two tabs to show a table of Tasks Assigned to Me 
and Tasks Assigned to My Group(s). I then added that to the Customizable Home 
Page. My users love using that instead of using the Overview Console.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, March 28, 2013 8:29 AM
To: arslist@ARSLIST.ORG
Subject: How to search for Tasks

**
Good morning,

I'm attempting to find out if there is an easier way for users to locate Tasks 
in Remedy.  One of the issues we are dealing with is how they are not really 
visible anywhere except for the Overview Console.  Additionally, it's difficult 
to do a search for Tasks.  For example, let me compare doing a search on 
Incidents versus Tasks:

INCIDENT SEARCH:
1)  From the Home Page, click on the Applications flyout menu.
2)  Select Incident Management > Search Incident

TASK SEARCH:
1)  From the Home Page, click on the Applications flyout menu.
2)  Select Foundation Elements > Overview Console.
3)  Click the "Search For Ticket" link at the top right of the table field.
4)  Scroll to the bottom of the menu on the Request Type field and select 
"Task".
5)  Click the Select button.

I've thought of just creating at least one entry point to take users directly 
to the search screen for Tasks to resolve this, but I really shouldn't have to 
do it.  I'm planning on replacing  the entire Home Page with a custom one since 
it doesn't provide useful information on Change Requests or Tasks in terms of 
scheduled dates and other data.  Another fix for my users will be solved by the 
migration to 8, where they restored the Tasks to a tab on Incidents since some 
portion of my users leverage Tasks on Incidents.

How has your organization dealt with making Tasks easier to find and more 
visible?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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here. If you cannot access 
hyperlink, please e-mail sender.
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Re: Remedy UT 7.6.x

[Tommy Morris]

Or is that supposed to be obsessive instead of manic? Anyway, there is a bit of 
crazy there.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Wednesday, March 20, 2013 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy UT 7.6.x

**
Tommy,
Before you get too deep in debugging this, you might suggest that these users 
lock their machines when leaving the office: some wise-guy may be closing the 
tool.
Sometimes the simplest solution is the most effective ...
Joel
Joel Senderjdsen...@earthlink.net<mailto:jdsen...@earthlink.net>
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Wednesday, March 20, 2013 12:39 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy UT 7.6.x

**
I have a few users who's User Tools just shut down after a while. This seems to 
happen during idle time (lunch, bathroom break, meetings etc.) but when they 
come back their Remedy User tool session is completely ended. There is nothing 
in the system logs saying why the program closed and there are no logged errors 
that could have closed the program. I just upgraded one of the users to 
7.6.4sp4 from 7.5sp3 but that did not help at all. Has anyone seen this type of 
issue?

Workstation Environment
Win 7 x32
3gb RAM
UT 7.6.4sp4 and 7.5sp3

Remedy Environment
Windows server 2008 x64
ARS 7.6.1
ITSM 7.6
Oracle 11 db

Tommy Morris
RSTS Technical Consultant II
Office# 817-415-2510

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Re: Remedy UT 7.6.x

[Tommy Morris]

If only that were the case. These users are manic about locking their machines, 
they are the asset purchasing group (funny that it is just this one group of 
three people).

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joel Sender
Sent: Wednesday, March 20, 2013 6:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy UT 7.6.x

**
Tommy,
Before you get too deep in debugging this, you might suggest that these users 
lock their machines when leaving the office: some wise-guy may be closing the 
tool.
Sometimes the simplest solution is the most effective ...
Joel
Joel Senderjdsen...@earthlink.net<mailto:jdsen...@earthlink.net>
310.829.5552

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Wednesday, March 20, 2013 12:39 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy UT 7.6.x

**
I have a few users who's User Tools just shut down after a while. This seems to 
happen during idle time (lunch, bathroom break, meetings etc.) but when they 
come back their Remedy User tool session is completely ended. There is nothing 
in the system logs saying why the program closed and there are no logged errors 
that could have closed the program. I just upgraded one of the users to 
7.6.4sp4 from 7.5sp3 but that did not help at all. Has anyone seen this type of 
issue?

Workstation Environment
Win 7 x32
3gb RAM
UT 7.6.4sp4 and 7.5sp3

Remedy Environment
Windows server 2008 x64
ARS 7.6.1
ITSM 7.6
Oracle 11 db

Tommy Morris
RSTS Technical Consultant II
Office# 817-415-2510

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Remedy UT 7.6.x

[Tommy Morris]

I have a few users who's User Tools just shut down after a while. This seems to 
happen during idle time (lunch, bathroom break, meetings etc.) but when they 
come back their Remedy User tool session is completely ended. There is nothing 
in the system logs saying why the program closed and there are no logged errors 
that could have closed the program. I just upgraded one of the users to 
7.6.4sp4 from 7.5sp3 but that did not help at all. Has anyone seen this type of 
issue?

Workstation Environment
Win 7 x32
3gb RAM
UT 7.6.4sp4 and 7.5sp3

Remedy Environment
Windows server 2008 x64
ARS 7.6.1
ITSM 7.6
Oracle 11 db

Tommy Morris
RSTS Technical Consultant II
Office# 817-415-2510


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Re: Monitor license usage - for individual user

[Tommy Morris]

You could just create a simple form called something like “Counter”.

1.)Create 4 fields to report from; Login ID, Count, Client, Active?.

2.)Find the workflow that checks for user licenses or preferences on login.

3.)From there you write workflow to create a new record if none exists 
(Remedy LoginID  = Login ID) or update if a match is found and increment the 
count field, capture the client type (UT, Web, Mobile) and flag Active? = 1.

4.)Add workflow to the logout button and change the Active? Value to 0.

Not sure if you really care about the Active value but I thought I would throw 
it in the mix. And no this is not an “ideal” solution but it will work once you 
find the OOB workflow to piggy-back off of. There are also ways that a User 
could skew the data, i.e. login to more than one UT at one time from the same 
machine. That will technically only use 1 license but would show as two on your 
counter form.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthick
Sent: Tuesday, March 19, 2013 12:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Monitor license usage - for individual user

**
You right David but my remedy version is 7.1. I need to see or check who is 
really using remedy account.

Sent from my iPhone

On 19-Mar-2013, at 3:30 AM, "Easter, David" 
mailto:david_eas...@bmc.com>> wrote:
**
Additionally, while one can’t turn on license usage tracking for just one user; 
one could turn on the Historical License Usage function and then search the 
form for that particular user.  This will only track, however, write licenses 
and not read licenses.

-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions 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.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rune Kristian Sørlid
Sent: Monday, March 18, 2013 5:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Monitor license usage - for individual user

**
Check out two forms:

AR System Administration:Manage User Licenses
AR System Administration:Lisense Review
/Rune Sorlid


2013/3/18 Karthick mailto:karthick...@gmail.com>>
**
Hi,

Let me check on that if I try to workflow I ll let you know. Thanks once again.

Sent from my iPhone

On 18-Mar-2013, at 5:35 PM, Bira Mata 
mailto:ubiraci.m...@gmail.com>> wrote:
** I'm still working on this option as well, as I want to capture the current 
login. because the current login is a display only form and gets this 
information from a file it isn't in the database so it can't be query. My 
colleague and I have an idea to develop a workflow to get its information from 
the file. just haven't worked yet but it's expect to work fine. If you can just 
go for it and share with us
=]

On Mon, Mar 18, 2013 at 5:23 PM, Karthick 
mailto:karthick...@gmail.com>> wrote:
**
Hi,

Is that possible to capture the last logged and current login. Whether the user 
is currently using remedy or not for more than one month.

Sent from my iPhone

On 18-Mar-2013, at 4:53 PM, Karthick 
mailto:karthick...@gmail.com>> wrote:
Thanks a lot , let me check and update on the same.

Sent from my iPhone

On 18-Mar-2013, at 3:39 PM, Bira Mata 
mailto:ubiraci.m...@gmail.com>> wrote:
** I never tried to monitor it. But when I need to get some information I do a 
query into the db. you can try to run the query and create a stored procedure 
to run it periodically and exporting to a file then use any monitoring product 
to read  it to you

here is the query that I run

select m.Full_Name,m.login_name,n.Group_Name,m.Email_Address,n.Group_Name,
case when m.License_Type ='1' then 'Fixed' else 'Floating' end as License_Type
from Group_x n, User_x  m
 where m.Group_List like '%;'+ CONVERT(varchar, n.Group_ID) + ';%'
 and m.License_Type like '[1-2]' and n.Group_Name not like  '[0-9]%'
order by m.Full_Name asc

=]

Bira

On Mon, Mar 18, 2013 at 2:48 PM, Karthick 
mailto:karthick...@gmail.com>> wrote:
> Hi All,
>
> Can any one help me in monitoring the license usage for individual user jn 
> remedy.
>
> Really I don't want to try the free utility to monitor the license usage, is 
> there any other way to check the license usage
>
> Remedy Environment:
>
> Remedy ARS : 7.1
> DB : SQL 2005
> Platform : Windows 2003
>
>
> Sent from my iPhone

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Re: Mid Tier administration password

[Tommy Morris]

At least YOU get to change your db password. I have to have a DBA come to my 
desk every xx days to change the password to some super-secret thing that I do 
not get to know. Just in case I would try to do something to my own system ya 
know.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Wednesday, March 13, 2013 9:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: Mid Tier administration password

**

Great, now we have to change our production db password. Thanks for publishing 
it!
On Mar 13, 2013 2:06 AM, "John Baker" 
mailto:jba...@javasystemsolutions.com>> wrote:
Steve: It is difficult to compare a decade-old open-source
enterprise-wide solution (ie Atrium/OpenSSO), that is not well
integrated with AR System, with a modern solution built for AR System
that sits neatly in Mid Tier and is well supported/respected by BMC
customers/partners. :)

Matt's found a very nice video and it only goes to highlight the
importance of protecting against brute-force attacks, such as
automatically locking accounts in AR System after a number of failed
login attempts. And of course, changing the default AR#Admin# database
password.

Joe: An alternative mechanism of integrating Mid Tier and AR System
would be to use SSL client certificates. This is how the HP Service
Manager web application is integrated with the SM server side
application (ie ARS in this world). The down side of this approach is
the complexity: SSL client certs is far more complicated to configure
than simply entering a password.


John

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Re: WWRUG13 Date and Location Announcement

[Tommy Morris]

Here is an idea that may help everyone have a chance to be "heard". I think 
that just about every area has a local RUG of some sort. Why don't these local 
groups try to get a representative involved with the WWRUG board? Not saying 
that the board needs to grow but the representatives could offer suggestions 
from their "constituents" and then possibly even help to lighten the load of 
the guys and gals that are jumping through hoops to make this function happen.
Of course that may already be occurring and I have just missed the memo.

Tommy Morris
Senior Remedy Developer
RSTS Technical Consultant II
Office# 817-415-2510



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, March 06, 2013 10:28 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: OT: Friday Humor

[Tommy Morris]

Lol I know where my mind is today. I read the kg as short hand for keg. And I 
though why would someone want to sell butter by the keg? Doh!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajesh Nair
Sent: Friday, March 01, 2013 1:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: Friday Humor

**

Good 2 see since joke on friday..just to refresh eachones mind from the mamoth 
task...keping smiling. Have a nice day ahead folks

In a shop a man asked for 1/2 kg of butter.

The salesperson, a young boy, said that only 1kg packs were available in the 
shop,

but the man insisted on buying only 1/2 kg.

So the boy went inside to the manager's room and said "An idiot outside wants 
to buy only 1/2 kg of butter".
To his surprise, the customer was standing right behind him..!!!

So the boy added immediately, "And this gentleman wants to buy the other 
half!!".

After the customer left, the manager said "You have saved your position by 
being clever enough at the right time. Where do you come from?"

To this the boy said, "I come from Brazil. The place consists of only 
prostitutes and football players!"

The manager replied coldly, "My wife is also from Brazil ".

To this the boy asked excitedly, "Oh yeah? Which team does she play for?"

Presence of mind helps, Never Panic!!!
On 1 Mar 2013 21:20, "Phil Bautista" 
mailto:bauti...@bullcreek.com>> wrote:
**
Ok, so this could be modified to incorporate any number of discovery tools, 
database of your choice, PC vendor you like (or dislike), etc.  But you may 
find it funny and can perform your own variable substitution...

"A cowboy named Bud was overseeing his herd in a remote mountainous pasture in 
Montana when suddenly a brand-new BMW advanced toward him out of a cloud of 
dust. The driver, a young man in a Brioni(r) suit, Gucci(r) shoes, RayBan(r) 
sunglasses and YSL(r) tie, leaned out the window and asked the cowboy, "If I 
tell you exactly how many cows and calves you have in your herd, will you give 
me a calf?" Bud looks at the man, who obviously is a yuppie, then looks at his 
peacefully grazing herd and calmly answers, "Sure, why not?" The yuppie parks 
his car, whips out his Dell(r) notebook computer, connects it to his Cingular 
RAZR V3(r) cell phone, and surfs to a NASA page on the Internet, where he calls 
up a GPS satellite to get an exact fix on his location which he then feeds to 
another NASA satellite that scans the area in an ultra-high-resolution photo. 
The young man then opens the digital photo in Adobe Photoshop(r) and exports it 
to an image processing facility in Hamburg , Germany ... Within seconds, he 
receives an email on his Palm Pilot(r) that the image has been processed and 
the data stored. He then accesses an MS-SQL(r) database through an ODBC 
connected Excel(r) spreadsheet with email on his Blackberry(r) and, after a few 
minutes, receives a response. Finally, he prints out a full-color, 150-page 
report on his hi-tech, miniaturized HP LaserJet(r) printer, turns to the cowboy 
and says, "You have exactly 1,586 cows and calves." "That's right. Well, I 
guess you can take one of my calves," says Bud. He watches the young man select 
one of the animals and looks on with amusement as the young man stuffs it into 
the trunk of his car. Then Bud says to the young man, "Hey, if I can tell you 
exactly what your business is, will you give me back my calf?" The young man 
thinks about it for a second and then says, "Okay, why not?" "You're a 
Congressman for the U.S. Government", says Bud. "Wow! That's correct," says the 
yuppie, "but how did you guess that?" "No guessing required." answered the 
cowboy. "You showed up here even though nobody called you; you want to get paid 
for an answer I already knew, to a question I never asked. You used millions of 
dollars worth of equipment trying to show me how much smarter than me you are; 
and you don't know a thing about how working people make a living - or about 
cows, for that matter. This is a herd of sheep. Now give me back my dog. AND 
THAT FOLKS IS WHAT THE PROBLEM IS ALL ABOUT."

Phil Bautista, WWRUG13 Advisory Board
512-731-0304
Social - http://www.facebook.com/phil.bautista
Business - http://www.linkedin.com/in/philbautista
WWRUG12 - 
http://www.wwrug12.com/contact_phil.html

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Re: WWRUG13?

[Tommy Morris]

Ok thanks guys, sounds like you have all heard the last that I did as well. I 
thought that maybe I had missed something while changing jobs.
And Kelvin, everyone is welcome at my place. I'll fire up the smoker but 
everyone will have to bring their own beer and Twinkies.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wallace, Kelvin
Sent: Monday, February 25, 2013 4:09 PM
To: arslist@ARSLIST.ORG
Subject: Re: WWRUG13?

**
Tommy,

We're having it at your place this year!

No...  last I heard (which has been a few months), it would either be San Jose 
or Houston (most votes were for The Fairmont in San Jose).  Supposedly, they 
had lined up hotels in both cities - but with no contract.  There was a concern 
that BMC may be acquired by some other entity (like Oracle) and Oracle 
OpenWorld might interfere - it is in San Francisco in late September and the 
organizers were hoping for late October for wwrug13.

They did get the www.wwrug13.com<http://www.wwrug13.com> domain - but there is 
nothing there yet.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris
Sent: Monday, February 25, 2013 3:01 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: WWRUG13?

**
Any update on where/ when this year? I did not notice an announcement on the 
list yet.

Tommy Morris
RSTS Technical Consultant II
Office# 817-415-2510

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WWRUG13?

[Tommy Morris]

Any update on where/ when this year? I did not notice an announcement on the 
list yet.

Tommy Morris
RSTS Technical Consultant II
Office# 817-415-2510


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Re: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156

[Tommy Morris]

Check the user form and then the people form for the person in question. There 
is probably a space after one of the names in one form and not in the other. I 
also have seen the phone format cause this problem. The user record had 
###-###- and the people record had ###.###.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CDFD45.56399F00]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, January 28, 2013 10:48 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.04 - Change Management - ARERR 1441156

**

Anyone else get this error message when creating a Change Request?



The selected Change Requester is not valid. Use the Return function on the Last 
Name, First Name, or Phone Number fields to retrieve the Requester's 
information. (ARERR 1441156)



The Last Name, First Name, and Phone Number fields are hidden (BMC’s workflow).



I have modified his permissions, he has “Change User” license and a floating 
license.  He has Change Coordinator as a Role.



I have several people who are getting this message.  Any ideas?




ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org<mailto:claire.sanf...@memorialhermann.org>




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<>

Re: BMC Mobility for ITSM

[Tommy Morris]

That's what I meant by loss of functionality using a browser, it also looks a 
little weird and take some getting used to.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CDF3E5.ED0C7790]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Garrison, Sean (Norcross)
Sent: Wednesday, January 16, 2013 12:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Mobility for ITSM

**
The reason you want an app is so that you can do offline updates.  This cannot 
be achieved with a web interface.

Sean



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Wednesday, January 16, 2013 12:17 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: BMC Mobility for ITSM

**
Marcelo, if I had to guess (and I guess I do) I would say no.  The windows 
phone has such a small market share that I doubt they would put much time into 
it.  That said, they aren't going to have an iPhone app out for ITSM till 2014!

They seem to be moving away from the browser on the phones also (I'm not sure 
why).

On Tue, Jan 15, 2013 at 1:16 PM, Martinez, Marcelo A 
mailto:marc...@cpchem.com>> wrote:
**
Anyone know if BMC is looking to come out with an app for windows 8 
smartphones? My company may implement these as the corp standard and the 
question was asked. Support told me that there is currently no support for 
windows 8 phones.. just thought someone on the list may know more on this topic.
thx
Marcelo

_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: BMC Mobility for ITSM

[Tommy Morris]

You can still use the browser functionality without having an app. You will 
lose some capability though.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CDF322.0997BFB0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Martinez, Marcelo A
Sent: Tuesday, January 15, 2013 12:16 PM
To: arslist@ARSLIST.ORG
Subject: BMC Mobility for ITSM

**
Anyone know if BMC is looking to come out with an app for windows 8 
smartphones? My company may implement these as the corp standard and the 
question was asked. Support told me that there is currently no support for 
windows 8 phones.. just thought someone on the list may know more on this topic.
thx
Marcelo

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Re: 30+ million rows in the CMDB

[Tommy Morris]

Make sure that you have the queries optimized since you're using Oracle 11. It 
doesn't keep its query optimizations like Oracle 10 did so it they will become 
very inefficient over time. I had to capture queries using SQL Logging then 
send the trouble queries to my Oracle DBA team to optimize and "pin?" the 
execution path. It was a real pain but the performance of our Asset Management 
/ CMDB operations did improve noticeably.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CDDF51.E5E3D0B0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Worts
Sent: Friday, December 21, 2012 6:43 AM
To: arslist@ARSLIST.ORG
Subject: 30+ million rows in the CMDB

**

Hi all,

Let's say that we have a requirement to load 30million records into the CMDB 
and there is a good business justification.

1. Technically, do you think this is good practical?
2. How would it impact ITSM or CMDB performance?
3. Is anyone already doing this?

My thought is that since all 30m records would have to go into BaseElement, 
there must be an impact to overall performance since BaseElement is queried on 
a regular basis. I assume that most queries will be indexed correctly, however, 
my concern is that one or two irregular queries on the form would have a 
serious impact.

Thanks and Merry Christmas.

Mike.

Remedy ITSM 7.6.04
AIX 6.1
Oracle 11g


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Re: BMC Support/EOL

[Tommy Morris]

I won't worry too much. As long as BMC knows that you have an upgrade path and 
you are up on you are current on your maintenance it's not like they will just 
not take your call and help you out.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CDCE21.400C8F60]<http://www.pinebreeze.com/>
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Moellmer, Matthew
Sent: Thursday, November 29, 2012 11:01 AM
To: arslist@ARSLIST.ORG
Subject: BMC Support/EOL

**
Hello all,

I don't post a lot here but I do read a lot. Currently we are on version 7.5 
which is scheduled for end of life 2nd qtr. 2013 I think. While trying to get a 
project moving and get the system upgraded I have found that we may not be 
given/granted all of the tools we need to make the move successfully. With that 
being said, has anyone dealt with BMC and falling out of support completely? 
This is something I haven't had to deal with in the past and if it comes down 
to it I am just wondering if any other customers have had to deal with this and 
what to expect. I am already working with BMC on this, so I am just looking for 
an outside opinion from others that may have dealt with this.

Matthew Moellmer


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Re: Senior Remedy Consultant seeking contract position

[Tommy Morris]

Check out the position that Laura posted earlier today.

Sent from my HTC Inspire™ 4G on AT&T

- Reply message -
From: "Rick Cook" 
To: "arslist@ARSLIST.ORG" 
Subject: JOB: Senior Remedy Consultant seeking contract position
Date: Wed, Nov 28, 2012 9:37 pm



** Good day, fellow ARSListers!  I rolled off a contract earlier this month, 
and after a brief respite, am ready for my next one.

For those not familiar with me, I have 16 years experience with Remedy as an 
Administrator, Developer, and for the last 12 years, as a Consultant.  I am 
seeking an Architect/Senior Developer or Technical PM/Lead position on a 
contract/1099/C2C basis, for which I am available immediately.

I live in the Seattle area, and while I am not opposed to some travel and 
onsite work, I have been on the road so much the last few years that I will 
need at least some remote work as part of that position.  How that is 
structured is open to discussion.

Email me privately for an updated resume, and I look forward to hearing from 
you.

Rick Cook
Senior Remedy Consultant
253-278-4112

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Re: When is a Floating Application License "Consumed"

[Tommy Morris]

You could create a Customizable HomePage with table of each module available. 
Then just discourage the use of the Overview console unless a group/ person 
absolutely cannot live without it.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Tuesday, November 27, 2012 1:39 PM
To: arslist@ARSLIST.ORG
Subject: Re: When is a Floating Application License "Consumed"

Hi,

I see.

I recall an earlier situation where people removed the Fixed licenses and 
assigned them to users as they logged in to the system. In that case I agree 
fully that this circumvented the idea with the Fixed/Named licenses.

Maybe BMC could try to find a fix for the Overview console problem as a 
hot-fix? I am afraid to recommend upgrades for some companies because they may 
run out of licenses very fast, at least if they use anything in addition to 
Incident/Problem...

What about doing the Overview console the old way, and have filters populate 
what would in effect be a union of all the forms involved, and then direct the 
Overview-table against that data instead? Would that be a breach? The users 
would in effect indirectly view data from the various applications, but they 
would never modify it.

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

Products from RRR Scandinavia (3 x 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.

> FYI, Option #2 would very likely be interpreted by BMC Legal as an 
> attempt to circumvent the EULA, so I would not recommend doing it.  I 
> understand that the spirit of the idea is to address the issue with 
> the Overview Console which will itself be addressed in a later 
> version.  However, the general suggestion outside of a specific issue 
> would very likely lead to a breach of the license agreement.
>
> -David J. Easter
> Manager of Product Management, AR System BSM & Atrium Solutions 
> 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.
>
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
> Sent: Friday, November 23, 2012 2:25 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: When is a Floating Application License "Consumed"
>
> Hi,
>
> I have a couple of ideas...
>
> 1. The Overview Console that consumes licenses across all 
> applications, if the user has a Floating license to these same applications.
>
> Suggestion: Make the forms searched customizable per user. The user 
> can then hit a special "button" to show a list of tickets across All 
> applications if needed.
>
> This would require BMC to change their Overview Console plugin...
>
> 2. Remove the Floating Application licenses from your users each night.
> When a user actually open the application form, you can have workflow 
> that assigns the Floating Application license at that time.
>
> Would this be a breach of the license agreement? My initial thought on 
> this would be NO, but I don't really know. Any comments?
>
> Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 
> 2011)
>
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
>> Everyone,
>>
>> One more follow-up to my previous message that was explaining when 
>> licenses are obtained to try and address some questions that have 
>> come up.
>>
>> The model of licensing
>>
>> A user is assigned the potential for a particular type of license - 
>> Read, Restricted Read, Floating Write or Fixed Write.  Each of these 
>> types of licenses have specific capabilities and restrictions.
>>
>> When a user accesses the system WITHOUT accessing data, they will get 
>> a Read license assigned to them and their "potential" license is 
>> still potential because they have done 

Re: OT - Twinkies! Oh No!

[Tommy Morris]

Hostess is selling their cake products so someone else will make them. Probably 
Bimbo (used to be Mrs. Baird's but she turned into a little floozy.)

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Daniel Bloom
Sent: Friday, November 16, 2012 8:59 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Twinkies! Oh No!

I think we have a photo of Misi's reaction to eating one a few years ago, we 
made the mistake of calling Twinkies a pastry product not a chemical mix.

Apparently it is only the US that will become Twinkie-less, the company that 
produces them here in Canada is not the same one.

Now all I have to do is get through US customs while trying to explain why I 
have 600 twinkies in my luggage.

Of course the company here could start exporting to the US, hmmm.

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
Sent: November 16, 2012 8:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Twinkies! Oh No!

There's always at least one brave person that performs a taste test.  ;>)

Dave

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Friday, November 16, 2012 8:43 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Twinkies! Oh No!

I actually ate a few  of this year's Twinkieseven after being hurled across 
the room, they tasted good :)

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dan Miller
Sent: Friday, November 16, 2012 3:45 AM
To: arslist@ARSLIST.ORG
Subject: Re: OT - Twinkies! Oh No!

i actually kept a few twinkies from this years RUG and brought them back to
Ireland...   i will have to stash them away for next time..  assuming the
kids did not find them and think they were edible!


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Re: Hiding entry point in Home Page (7.6.04)

[Tommy Morris]

Remove the user licenses for Infrastructure Change. The users will not have to 
option to get to that console from the Home Page

Sent from my HTC Inspire™ 4G on AT&T

- Reply message -
From: "Alberto M. Lopez" 
To: "arslist@ARSLIST.ORG" 
Subject: Hiding entry point in Home Page (7.6.04)
Date: Mon, Oct 22, 2012 11:42 am



**
Hi all!
Our customer wants to hide Infrastructure Change application in his ITSM 7.6.04.

I've tried to "delete" entry points in Incident form (HPD:Help Desk) and 
Incident management console, but in the Home page, the entries are unmodified.

I think deleting entry points keeps the forms "hidden" in Home Page, but I 
don't know what's the way.

Could someone help me please?.

Thank you very much!



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Re: Is the list down?

[Tommy Morris]

I just got flooded with list emails. I think maybe it was stuck. Dan does this 
list use the AR Email Engine for notifications?

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Thursday, October 11, 2012 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Is the list down?

Just checking...

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Re: Remedy ITSM 7.6.04 SP4

[Tommy Morris]

I upgraded from sp2 to sp4. Haven't really completed any testing other than it 
actually upgraded without errors.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, October 05, 2012 12:42 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.04 SP4

Has anyone loaded it yet?  Does it fix anything specific for you?  Break 
anything?  Speed things up?  Slow them down?

We are about to look at it on our Dev server and wanted to know if anyone 
encountered any "gotchas"

Thank you!


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 

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Re: SRM training at McLean, Virgina - Oct 1st to Oct 5th 2012...

[Tommy Morris]

There is a Legal Sea Foods in the Galleria. Great a HH specials and good 
seafood. I recommend the Lobster BLT’s (yes bacon is a  health food), you can 
get it without bacon if you need to though.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD9D84.9DDEA330]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 28, 2012 2:18 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM training at McLean, Virgina - Oct 1st to Oct 5th 2012...

**

Friendly faces basically, and good healthy places to dine that people may 
recommend around that area. (sushi, sashimi, fresh seafood, that sort of 
thing..)

I’ve been in that area before but do not recall places I visited.. been a 
while..

Joe

From: Tommy Morris<mailto:tommy.mor...@pinebreeze.com>
Sent: Friday, September 28, 2012 3:12 PM
Newsgroups: public.remedy.arsystem.general
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: SRM training at McLean, Virgina - Oct 1st to Oct 5th 2012...

**
I attended SRM training at that location in 2011. Do you have any questions 
about the area or just wondering if there will be friendly faces?

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD9D84.9DDEA330]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Joe Martin D'Souza
Sent: Friday, September 28, 2012 2:03 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: OT: SRM training at McLean, Virgina - Oct 1st to Oct 5th 2012...

**

Anyone from the list attending this training?

Joe
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Re: SRM training at McLean, Virgina - Oct 1st to Oct 5th 2012...

[Tommy Morris]

I attended SRM training at that location in 2011. Do you have any questions 
about the area or just wondering if there will be friendly faces?

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD9D83.414993B0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Friday, September 28, 2012 2:03 PM
To: arslist@ARSLIST.ORG
Subject: OT: SRM training at McLean, Virgina - Oct 1st to Oct 5th 2012...

**

Anyone from the list attending this training?

Joe
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Re: Farewell arslisters

[Tommy Morris]

Good luck in your new adventures Andrew. You have my email, keep in touch.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD9D62.3FEA7BE0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Goodall, Andrew C
Sent: Friday, September 28, 2012 10:13 AM
To: arslist@ARSLIST.ORG
Subject: Farewell arslisters

**
All,

I am leaving jcpenney of my own accord to follow a new venture, which will not 
be in the BMC Remedy Development space in the foreseeable future.
I just wanted to say thank you for your help, advise and expertise over the 
years. This has been one of the best technical sounding boards that I have ever 
subscribed to.

All the best to ya'll and BMC.

I'm on linkedin if you want to connect - 
http://www.linkedin.com/profile/view?id=9438005


Regards,

Andrew C. Goodall
Software Engineer
Development Services
ago...@jcpenney.com<mailto:ago...@jcpenney.com>
jcpenney
6501 Legacy Drive
Plano, TX 75024
jcp.com


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Re: OT: AUTO: Adam C. Miller is painting a car

[Tommy Morris]

Yes but only with vegetable dye.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

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817.727.1021 - mobile
972.899.2366 - office
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Axton
Sent: Thursday, September 20, 2012 2:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: OT: AUTO: Adam C. Miller is painting a car

** Are you allowed to paint cars in California?
On Thu, Sep 20, 2012 at 2:40 PM, Samuel J Albury III 
mailto:sjalb...@dne-llc.com>> wrote:
I wonder if he will come to California and help paint one of mine.

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Re: 7.6.04 sp4 -- opinion on one cent

[Tommy Morris]

Oh yeah sorry.

SQL 2008 x64
Windows Server 2008 sr3 x64
AR 7.6.04sp2
CMDB 7.6.04sp2
ITSM 7.6.04sp2

Upgrading to 7.6.04sp4

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD970A.AC58F2B0]<http://www.pinebreeze.com/>
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817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Thursday, September 20, 2012 8:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: 7.6.04 sp4 -- opinion on one cent

** Tommy,
What was your environment.
On Thu, Sep 20, 2012 at 9:28 AM, Tommy Morris 
mailto:tommy.mor...@pinebreeze.com>> wrote:
**
I just upgraded from AR 7.6.04sp2 to sp4 and it was actually successful without 
ANY issue. That's the first Remedy upgrade that has worked for me without weeks 
of troubleshooting. I'm not popping any corks until Atrium upgrades cleanly. 
But good job AR Engineers for getting a good installer released.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<http://www.pinebreeze.com/>
817.727.1021 - mobile<http://www.pinebreeze.com/>
972.899.2366 - office<http://www.pinebreeze.com/>
972.899.2898 - fax<http://www.pinebreeze.com/>
 <http://www.pinebreeze.com/>
 <http://www.pinebreeze.com/>
 <http://www.pinebreeze.com/>


--
Patrick Zandi
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Re: 7.6.04 sp4 -- opinion on one cent

[Tommy Morris]

I just upgraded from AR 7.6.04sp2 to sp4 and it was actually successful without 
ANY issue. That's the first Remedy upgrade that has worked for me without weeks 
of troubleshooting. I'm not popping any corks until Atrium upgrades cleanly. 
But good job AR Engineers for getting a good installer released.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD9709.DF632910]<http://www.pinebreeze.com/>
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817.727.1021 - mobile
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, September 19, 2012 8:29 AM
To: arslist@ARSLIST.ORG
Subject: 7.6.04 sp4 -- opinion on one cent

** I think we just made a real release of a product.

7.06.04 - Alpha
7.6.04 sp1 - Alpha
7.6.04 sp2 - Beta
7.6.04 sp3 - Beta Beta
7.6.04 sp4 - Ready?? not finial in my decision..
---
Atrium core: you need 2.5 gig of ram available to run! (wow! really?)..
-- you also need a new DB login in addition to aradmin.. just for web 
services... (really?!?)
--
--- In CNY they have a guy that sells cars at the Fuccillo Auto mall .. and I 
will repeat what he says.. "It's HUGE'ah" -- http://www.fuccillo.com/

Patrick Zandi
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Re: Setting up approvals for CIs

[Tommy Morris]

Hmm, maybe I’m mistaken on where the CI Approver tab did the lookup then. As I 
stated it’s been a while since I worked with the CI approval tab.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD95C1.63BE1200]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk
Sent: Tuesday, September 18, 2012 5:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Setting up approvals for CIs

** At least in the version 7.6.03 there is no link between change approval 
mappings  and CI relationship type of Approved by.
Approval engine is designed to be out of the box and to be used with non ITSM 
modules as well.
Even Change Mgmt module also can be used without other ITSM or Atrium modules.
May be that is the reason they did not built any logic to look at CI 
relationship types to retrieve approvals and just used the approval mapping 
form.


On Tuesday, September 18, 2012 2:33:08 PM UTC-7, Eric Chow wrote:
**
Hey guys, a general question regarding approvals.

The People/Org/Support Group relationships allow for “approved by” 
relationships for the entity related to the CI.

Does this have any link to the Approver Engine?  And if so, what is it?  I know 
that you can set up approvals for a CI in the Approval Mappings form and do it 
based on Approval Phase, wonder if the CI “approved by” relationships have 
anything to do with it.

Thanks

Eric Chow
Remedy Operations Analyst
Research In Motion, Northfield Campus, Building D
2220 University Ave E, Waterloo, ON, N2K 0A8
Office: 519-888-7465 x70469
Direct: 519-597-0469
Mobile: 416-886-3929

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Re: Setting up approvals for CIs

[Tommy Morris]

Yes. That was the intent. In 7.0 you could not use the CI Approver tab and the 
other approver tab in Approval mapping. To clarify that you COULD put an entry 
in but if other criteria was populated on other tabs then the CI Approver tab 
was ignored. I am not sure if this was fixed, I haven't used CI Approvers in 
7.5 and up.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image002.png@01CD95C1.1D669020]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Eric Chow
Sent: Tuesday, September 18, 2012 4:33 PM
To: arslist@ARSLIST.ORG
Subject: Setting up approvals for CIs

**
Hey guys, a general question regarding approvals.

The People/Org/Support Group relationships allow for "approved by" 
relationships for the entity related to the CI.

Does this have any link to the Approver Engine?  And if so, what is it?  I know 
that you can set up approvals for a CI in the Approval Mappings form and do it 
based on Approval Phase, wonder if the CI "approved by" relationships have 
anything to do with it.

Thanks

Eric Chow
Remedy Operations Analyst
Research In Motion, Northfield Campus, Building D
2220 University Ave E, Waterloo, ON, N2K 0A8
Office: 519-888-7465 x70469
Direct: 519-597-0469
Mobile: 416-886-3929
[cid:image003.gif@01CD95C1.1D669020]

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please immediately reply to the sender and delete this information from your 
system. Use, dissemination, distribution, or reproduction of this transmission 
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<><>

Re: [EXTERNAL] iPhones and Aeroprise

[Tommy Morris]

The BB Aeroprise interface is a client and I did not like it at all. The iPhone 
interface is much better, the Android interface had some issues due to the OS 
version on the phones that caused it to ignore Java headings. That may have 
been corrected in the newest version of BMC Mobility or the latest Android OS.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD958A.F850E910]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Tuesday, September 18, 2012 10:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] iPhones and Aeroprise

**
Warren:

I'm not sure if you're talking about server config/how to install/uninstall or 
more of a users' guide type of document.  We're looking to deploy Mobility 
(formerly Aeroprise) with the Blackberry, and I searched the web high and low 
for something along the lines of a user's guide.  I found one video on You Tube 
that sounded like what I wanted, but it was locked down and I couldn't access 
it.  I only write test plans as opposed to user guides (thanks goodness!), but 
I did have to figure out how the app works on my own.  I didn't find it to be 
that hard to figure out, but it was time-consuming to do (and document!).  And 
at least on the BB, some of the app's behavior is just not intuitive.  
Searching for users during ticket creation and adding Work Infos in particular 
weren't obvious procedures, and we are unable to associate a CI with a ticket 
at all.  Your experience may of course vary on the iPhone.

Here is a grab bag of stuff I learned:

* You can make just about any field from the Incident form appear on 
the Mobility server.

* You can make any Remedy app appear on the Mobility server if you 
really want to.

* Field labels aren't named the same as they are on the Incident form, 
so you may want to consider renaming them for consistency's sake.

* If you make a change on the Mobility Server, users need to Exit & 
Clear Data (clear the cache) before they can pick up changes.

* Users can log in to the Mobility server, and, if you're willing to 
teach them how, rearrange field order or add lookups, but you can't move fields 
to different sections - they'll just appear at the bottom of the Mobility 
incident form in a highly inconvenient location if you do.

* Attachments aren't available by default.

Across the board, the documentation for Mobility is a little lacking.

Good luck!

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov<mailto:nkst...@sandia.gov>
ITSM 7.6.04 SP2 - Windows 2008 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Warren R. Baltimore II
Sent: Tuesday, September 18, 2012 8:56 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] iPhones and Aeroprise

**
Has anyone utilized the iPhone via Aeroprise?  We are intending on using 
handheld scanners that are connected to the iPhone for asset management.  Our 
original solution was to use Blackberry via the BES to aeroprise, but given the 
current uncertainties surrounding RIM, the decision has been made to move away 
from Blackberry.  iPhone is currently the preferred solution, but I'm unable to 
find any documentation on using them with the iPhone.

Thank you in advance for any information!

ARS 7.6.04
Aeroprise Mobiltiy for ITSM 7.6.04
Windows 2008 servers
Apache

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: iPhones and Aeroprise

[Tommy Morris]

The iPhone works great with Aeroprise. The interface is clean and is very 
Apple-like. I believe that there is even an app for it.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD9584.19ADE1A0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, September 18, 2012 9:56 AM
To: arslist@ARSLIST.ORG
Subject: iPhones and Aeroprise

**
Has anyone utilized the iPhone via Aeroprise?  We are intending on using 
handheld scanners that are connected to the iPhone for asset management.  Our 
original solution was to use Blackberry via the BES to aeroprise, but given the 
current uncertainties surrounding RIM, the decision has been made to move away 
from Blackberry.  iPhone is currently the preferred solution, but I'm unable to 
find any documentation on using them with the iPhone.

Thank you in advance for any information!

ARS 7.6.04
Aeroprise Mobiltiy for ITSM 7.6.04
Windows 2008 servers
Apache

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
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Re: Remedy ITSM - Mid Tier Server question

[Tommy Morris]

Sure can. Just switch your AR server info to point at the environment that you 
need at the time. That is the easiest/ cleanest solution

Sent from my HTC Inspire™ 4G on AT&T

- Reply message -
From: "Sanford, Claire" 
To: "arslist@ARSLIST.ORG" 
Subject: Remedy ITSM - Mid Tier Server question
Date: Fri, Sep 7, 2012 11:57 am



Finally I have a real "environment".

Dev -> Test -> Prod

My question is...  Can I use the same Mid-Tier server for both Dev and Test?  I 
know that sort of defeats the purpose of having the two separate App 
environments, but we are looking at hardware/vm space cost etc.

I would have:
1)Prod - App Server
2)Mid-Tier Server

3)Dev App Server
4)Test App Server

5)Dev_Test MidTier Server

A total of 5 servers (not including the Database Servers)


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Mid-Tier 7.6.04 SP3 Aug 10th patch.
Oracle 11 something
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org

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Re: Song...

[Tommy Morris]

During 7.0 to 7.6 upgrade... Take this Job and Shove it

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, LJ CTR MDA/IC
Sent: Wednesday, August 29, 2012 8:09 AM
To: arslist@ARSLIST.ORG
Subject: Re: Song...

Oh no...not that one.  I was on the MS Win95 support team...I heard WAY too 
much of that song

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of richard@bwc.state.oh.us
Sent: Wednesday, August 29, 2012 7:08 AM
To: arslist@ARSLIST.ORG
Subject: Song...

** 

"Start me up" -  Rolling Stones

 

"you make a grown man cry"

Portions of this message may be confidential under an exemption to Ohio's 
public records law or under a legal privilege. If you have received this 
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. 
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Re: Remedy ITSM <- >DCTrack

[Tommy Morris]

Yes!

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management


tommy.mor...@pinebreeze.com
817.727.1021 – mobile
972.899.2366 - office
972.899.2898 - fax

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Friday, August 24, 2012 2:45 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM <- >DCTrack

Has anyone here done an integration with Remedy and DCTrack?  It is a Data 
Center management tool.


ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle
Win 2008 Server

Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 



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Re: Building A Custom Application (Just Checking)

[Tommy Morris]

I had a similar challenge at my last company where they wanted their customized 
5.5 apps ported into 7.5 . It was a great time to review processes and see 
where they could be improved instead of staying in the stone-age. We still 
ended up with some forms that looked a lot like the old 5.5 apps. I just picked 
which battle was more easily won and only duplicated forms where there was no 
OOB process that would satisfy the business requirements.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD7BB5.D583E3E0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David M. Clark
Sent: Thursday, August 16, 2012 1:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Building A Custom Application (Just Checking)

**
If you're into prototyping, sure... why not?  I hear that's part of "agile 
development" now.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Robert Heverley
Sent: Thursday, August 16, 2012 1:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Building A Custom Application (Just Checking)

** Hello Listers,

I just want to know your opinion on something. If you were handed a bunch of 
screenshots, could you build an application..?? Thank you..!!

Robert Heverley
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Re: Custom status in Incident Mgmt

[Tommy Morris]

You can create your own custom status field and hide the OOB one. Then use 
workflow to change the OOB status value as your custom values change. You may 
have to fiddle with the OOB workflow that relies upon the original status 
values though which will require a lot of QA testing to make sure that there 
are no negative effects hanging around.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Boyd, Rebecca
Sent: Thursday, July 19, 2012 9:29 AM
To: arslist@ARSLIST.ORG
Subject: Re: Custom status in Incident Mgmt

** Roger's right. Do not insert a status. This is what you have now:

0 - New

1 - Assigned

2 - In Progress

3 - Pending

4 - Resolved

5 - Closed

6 - Cancelled

If you insert a status, this is what you will have:

0 - New

1 - Assigned

2 - In Progress

3 - Pending

4 - Resolved

5 - Transferred

6 - Closed

7 - Cancelled

So everything with a status of value of 5 & above will be messed up. If you are 
running any queries or SLAs where the status < Resolved, Transferred will not 
be included.

You could try adding a status reason. On my version of 7.5, that means I have 
to add the value to sys:status reason menu items & update Status_Reason_Hidden 
on HPD:Help Desk.


I'm not sure what your end goal is, but there a couple of fields (on 7.5) which 
count the individual, group & total transfers. Maybe these would help?





On Thu, Jul 19, 2012 at 9:39 AM, Roger Justice 
mailto:rjust2...@aol.com>> wrote:
**
Status is a selection filed so you cannot do it for one company. Also it store 
sequential values 0-1-2-3-4 so it will need to be added as the last value or 
all exiting data will display improperly.
-Original Message-
From: Joe mailto:hornetlo...@gmail.com>>
To: arslist mailto:arslist@ARSLIST.ORG>>
Sent: Thu, Jul 19, 2012 9:03 am
Subject: Custom status in Incident Mgmt

We are looking to add a custom status in Incident Management.

Currently Statuses:

New

Assigned

In Progress

Pending

Resolved

Closed

Cancelled



Would like to add another status called "transfered".





New

Assigned

In Progress

Pending

Resolved

Transfered

Closed

Cancelled



What impact would this have?



Multi-tendency (can we do it for just one company?)



Windows, SQL Server05, ITSM 7.0.03



Thank you



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--
Rebecca Boyd
Application Administrator
Wake Forest University

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Re: Netcool WSDL Integration with Remedy 7.6.01

[Tommy Morris]

AXIS 1.4 which is bundled with Remedy AR since 7.5 onwards sets the 
mustunderstand attribute to 1 if it finds SOAP header information in the Client 
request to the Webservice (AR or External) for example WS Security information 
like username and password. When SOAP header information is sent out, the 
mustunderstand attribute is set to 1 which otherwise is 0; Because this 
attribute is set to 1, the Webservice is not able to understand it and thus the 
error.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Wendy Lynne
Sent: Tuesday, July 03, 2012 11:18 AM
To: arslist@ARSLIST.ORG
Subject: Netcool WSDL Integration with Remedy 7.6.01

**
I am working on an integration with Netcool through Web Services.  The 
integration was working fine until the Netcool server, id and password were 
changed.  This integration was built on my dev box and before the changes, the 
build worked fine for both the creation of tickets and the update for 
resolve/close.   The Remedy WSDL was updated with the new Netcool server, id 
and password.  Netcool can create tickets and receive incident numbers from 
Remedy.  I made the changes to the Netcool WSDL  and rebuilt the filters that 
Remedy used to send other data back to Netcool when an incident is 
resolved/closed.   Through some troubleshooting and testing, it appears that 
Remedy does not like the format of the Netcool WSDL.  The WSDL works fine 
through SoapUI.  Has anyone experienced this and can share a possible solution.
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Re: Web Service questions

[Tommy Morris]

Fortunately I have access to the software provider's developer team. I asked 
them to adjust the WSDL (namespace was the actual root of the problem) as that 
will be a permanent fix and I do not have to keep messing with the filters.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
Sent: Thursday, June 28, 2012 9:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Web Service questions

I have set mustunderstand to 1 as it does when it sends it out, and have been 
able to get responses that are valid from a WS.

"The external WSDL I was trying to consume was not expecting the SOAP header 
that Remedy was compiling"
This is more of the problem. The envelope that Remedy sends out is not in the 
format that is expected as it tends to either use namespaces that do not exist. 
This in some cases can be overcome by tweaking the filters a wee bit.. But in 
complex envelopes, its harder (maybe even not possible) to tweak the envelope 
at the AR level that the filter tries to generate...

So far I have had 50% success in tweaking filters to make non functional 
filters functional.. Literally 50% success in fact..

-Original Message-
From: Tommy Morris
Sent: Thursday, June 28, 2012 10:21 AM Newsgroups: 
public.remedy.arsystem.general
To: arslist@ARSLIST.ORG
Subject: Re: Web Service questions

If you receive an ERROR 9130, this is the reason:
AXIS 1.4 which is bundled with Remedy AR since 7.5 onwards sets the 
mustunderstand attribute to 1 if it finds SOAP header information in the Client 
request to the Webservice (AR or External) for example WS Security information 
like username and password. When SOAP header information is sent out, the 
mustunderstand attribute is set to 1 which otherwise is 0; Because this 
attribute is set to 1, the Webservice is not able to understand it and thus the 
error.

The external WSDL I was trying to consume was not expecting the SOAP header 
that Remedy was compiling. I had to contact that external app vendor and ask 
them to add an inclusion to their authentication so that the app can process 
the request. Otherwise on the external system I will continue to receive 
Authentication Errors.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean O'Sullivan
Sent: Thursday, June 28, 2012 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Web Service questions

Good Morning Listers,

We're building an integration between our in-house Remedy system and an 
externally hosted SAAS system.
The integration is via Web Services.  We're new at this and its been an 
adventure.

Right now we're looking to consume a Web Service presented by the external 
system.
The code that calls the external Web Service is a filter that does a set field.

I'm trying to understand if the web service call is going out of the mid-tier 
box or going out of the main application server so that I can open the correct 
holes in the firewall.  I've read lots of documentation and I've seen 
references to it both ways.

Also, How common is it for the WSDL from the other system to need modification 
before it works with Remedy?

Thanks for your help.


Sean O'Sullivan
Prudential Financial 

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Re: Web Service questions

[Tommy Morris]

If you receive an ERROR 9130, this is the reason:
AXIS 1.4 which is bundled with Remedy AR since 7.5 onwards sets the 
mustunderstand attribute to 1 if it finds SOAP header information in the Client 
request to the Webservice (AR or External) for example WS Security information 
like username and password. When SOAP header information is sent out, the 
mustunderstand attribute is set to 1 which otherwise is 0; Because this 
attribute is set to 1, the Webservice is not able to understand it and thus the 
error.

The external WSDL I was trying to consume was not expecting the SOAP header 
that Remedy was compiling. I had to contact that external app vendor and ask 
them to add an inclusion to their authentication so that the app can process 
the request. Otherwise on the external system I will continue to receive 
Authentication Errors.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean O'Sullivan
Sent: Thursday, June 28, 2012 8:55 AM
To: arslist@ARSLIST.ORG
Subject: Web Service questions

Good Morning Listers, 

We're building an integration between our in-house Remedy system and an 
externally hosted SAAS system. 
The integration is via Web Services.  We're new at this and its been an 
adventure.  

Right now we're looking to consume a Web Service presented by the external 
system.  
The code that calls the external Web Service is a filter that does a set field. 

I'm trying to understand if the web service call is going out of the mid-tier 
box or going out of the main application server so that I can open the correct 
holes in the firewall.  I've read lots of documentation and I've seen 
references to it both ways.  

Also, How common is it for the WSDL from the other system to need modification 
before it works with Remedy?

Thanks for your help.  


Sean O'Sullivan
Prudential Financial

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Re: Install ITSM 7.6.04 with SQL 2012?

[Tommy Morris]

We are using SQL 2012 with 7.6.04 without issue.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Leihkauff, Kenneth G
Sent: Tuesday, June 26, 2012 2:44 PM
To: arslist@ARSLIST.ORG
Subject: Install ITSM 7.6.04 with SQL 2012?

**
Hello,

I am planning on installing ITSM 7.6.04 using VMWare/Windows/MSSQL.   Since SQL 
2012 is fairly new I wanted to check if there are any known problems with this 
version of the database.  Do you recommend going with SQL 2012 or 2008 R2?  
Thanks for your suggestions.


Ken Leihkauff
North American Integrated Services Management Center (NAISMC)
Science Applications International Corp. (SAIC)

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Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC form

[Tommy Morris]

They probably have a disclaimer buried in the EULA concerning strobe induced 
seizures.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Friday, June 22, 2012 2:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC 
form

**
Thanks for the tip; we had to open an issue on this problem, and on the 
violently BLACK screen that now appears behind any pop-up or dialog in the 
mid-tier if using FFv13.  That is #SW00432310 according to BMC.  I wonder if 
Mozilla can be held liable for epileptic seizures or optical migraines induced 
by this new misbehavior?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Timothy Powell
Sent: Monday, June 18, 2012 7:28 AM
To: arslist@ARSLIST.ORG
Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC 
form

**
We have a support ticket open on this as well. Our specialist tells me it's a 
CSS issue and how the CSS interacts with FFv13. Defect #SW00432406 logged for 
it.

Another note.
Once you are able to successfully downgrade to FFv12, don't forget to go into 
your FF option menu (Tools/Options/Advanced/Update) and change the Update 
option from automatic to Check and Notify Me or Never. If you don't, it will 
auto-update itself back to v13 in short order.

For those of you that can't downgrade to FFv12 due to company polices, etc., 
there is a workaround* that will let you use FFv13. See attached.

*No guarantees on the workaround and I cannot offer any more info on it. This 
came from BMC and I have not played with it or tested it personally.

Tim

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Peters, Ron
Sent: Friday, June 08, 2012 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC 
form

**
Pardon my ignorance. I understand the issue being seen in the screenshot that 
was provided and rolling back to 12 seems to be the right work-around. I really 
appreciate the heads-up.

The question I have is this. What should the browser do if "you enter data that 
is one character longer than the data displayed in the field length"? It seems 
like text fields have always either wrapped text or added scroll bars when the 
data is larger than the field. Maybe I'm confusing text fields with character 
fields?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of 
Jase Brandon
Sent: Friday, June 08, 2012 11:09 AM
To: arslist@ARSLIST.ORG
Subject: RESOLVED: Scroll Bar randomly appearing in Character Fields on INC form

** Thanks David - and you are 100% correct. Reverting to Firefox 12 completely 
resolved the issue.

WARNING TO ALL - FIREFOX 13 Causes scroll bars to appear in char fields when 
you enter data that is one character longer than the data displayed in the 
field length.

Thanks,

Jase
On Fri, Jun 8, 2012 at 1:59 PM, David Durling 
mailto:durl...@uga.edu>> wrote:
**
I'm told FF 14 beta has the issue, too.

David D.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase 
Brandon
Sent: Friday, June 08, 2012 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Scroll Bar randomly appearing in Character Fields on INC form

** Hi David - EXACTLY! FF13 is causing the issue.  I'm going to try to download 
FF 12 during the interim and see if that helps.

Thanks,

Jase
On Fri, Jun 8, 2012 at 1:54 PM, David Durling 
mailto:durl...@uga.edu>> wrote:
**
Firefox 13.0 was recently released, and that's where we're seeing it (image 
attached).  Is that what you're experiencing?

We are on ARS 7.5 patch 007, and were going to try patch 008 to see if it fixes 
it.

David Durling
University of Georgia


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase 
Brandon
Sent: Friday, June 08, 2012 1:48 PM
To: arslist@ARSLIST.ORG
Subject: Scroll Bar randomly appearing in Character Fields on INC form

** Hello All,

7.6.04 SP2
Windows

Today we are having a very strange issue that I've never seen before in 7.6.04 
SP2. Scroll Bars are appearing randomly in the 'Summary' field on the Incident 
form... and in one other custom field we added on the INC form.
The only trend I've noticed is that if you enter data in that field... as soon 
as the data length exceeds the keystrokes DISPLAYED in the field, the scroll 
bar appears. Ex. Summary is a 0 length char field in our environment, but... 33 

Re: Issues while searching for a ticket in the INCIDENT console

[Tommy Morris]

There is a known issue with FTS and % searches. If you have FTS enabled and try 
to search SRM for a request type nothing will return. Disable FTS and the 
search function works fine.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Monday, June 18, 2012 11:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Issues while searching for a ticket in the INCIDENT console

**
I know even in 7.6.04, there are bugs with wildcard searching in FTS. I would 
check the KB.

Sent from my iPhone

On Jun 18, 2012, at 10:50 AM, Sam Anderson 
mailto:samanderson...@gmail.com>> wrote:
**
Hi All,

Has anyone faced the below mentioned issue while searching for an incident in 
the incident console in Remedy - 7.6.03.

 User is getting the below error when he tries to run the following 
qualification:

 = company name
('Status*' < "Resolved")AND  (  ('Priority*' = "Critical" AND ('11' = 
"x" OR '11' = " x " OR '11'= " x "))   OR   
('Priority*' <= "High" AND ('11' = " x " OR '11' = " x 
")) )  AND  ('Summary*' LIKE "%CJ%")

 

When the above qualification is searched without the value ('Summary*' LIKE 
"%CJ%") results are displayed.




--
Thanks & Regards
Sam
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Web Service Errors

[Tommy Morris]

I have hit a snag with consuming an external web service. I receive 
authentication errors if I leave the AR Authentication mode to None and Custom. 
If I use UserName Token and then enter the correct credentials the following 
error returns.
ARERR [9130] Error encountered while executing a Web Service : Must Understand 
check failed for header 
http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd
 : Security

Is there a way to change the soap heading in the Remedy call?

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD4AEC.0BA01430]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax


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<>

Web Services Error

[Tommy Morris]

AR Suite 7.6.04sp1
Win 2008r3 64bit
MSSQL 2012 64bit

I am trying to establish a connection to a wsdl on a non-AR site but I keep 
receiving an error concerning certificate issues. 
"sun.security.validatorexception:pkik path building failed:"
I have obtained a signed certificate for the site and can access the wsdl from 
a browser on my AR Server without receiving any certification errors but both 
the Atrium Web Services Registry Console and Developer Tool return the above 
error (the registry returns a longer error :" Error opening connection to URL 
"https://dctrack2/axis2/services/TicketingService?wsdl"; ! 
Cause:javax.net.ssl.SSLHandshakeException: 
sun.security.validator.ValidatorException: PKIX path building failed: 
sun.security.provider.certpath.SunCertPathBuilderException: unable to find 
valid certification path to requested target")

I have also registered the certificate in my Java keystore on both the AR 
server and my machine where Developer Studio is running.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD493A.CF82D080]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax


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Re: Support - An open letter to BMC

[Tommy Morris]

Daniel, are you going to have security check for pitchforks and torches? 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of arslist
Sent: Wednesday, June 06, 2012 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC

Hi Jay,

Would you be willing to stop by the WWRUG12 in October so you can talk in 
person to the folks having problems with Support?

Daniel

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jay Shankar
Sent: June 6, 2012 1:34 AM
To: arslist@ARSLIST.ORG
Subject: Re: Support - An open letter to BMC

We understand your frustration and apologize for the poor customer experience 
regarding this issue.  Our process is to validate with you the information in 
your customer profile and we did not do that in this case. We are working with 
our team to better utilize the information provided and ask only the necessary 
information to troubleshoot issues. We always want to hear how we can improve 
our support services, so please continue to fill out the surveys and provide 
feedback directly.  

Jay Shankar
Vice President
Customer Support - Americas
BMC Software

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Re: Support - An open letter to BMC - surveys?

[Tommy Morris]

That's funny. It had gotten so that I was receiving a survey for almost every 
ticket closed. So much so that it was too time consuming to fill out the stupid 
thing. And take the inevitable call from the manager who would say that they 
were in a training cycle.

Sent from my HTC Inspire™ 4G on AT&T

- Reply message -
From: "Goodall, Andrew C" 
To: "arslist@ARSLIST.ORG" 
Subject: Support - An open letter to BMC - surveys?
Date: Tue, Jun 5, 2012 10:20 am



On a separate but related note...

On the ending sign off of all bmc support emails I receive it states:
" Customer feedback is very important to BMC Support and you may receive a 
survey request on this issue. I would appreciate your response to this survey 
based on the handling of this specific incident as your feedback is important 
to BMC Support and is used to assess my performance."

But I have never received a survey, since the creation of my support id, BMC 
have closed 257 issues from me.
Has anyone received one of these surveys? I was thinking that in the course of 
opening 250+ issues you think I might have received 1 survey :)



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@arslist.org] On Behalf Of pritch
Sent: Tuesday, June 05, 2012 10:10 AM
To: arslist@arslist.org
Subject: Re: Support - An open letter to BMC

We're kind of tied into having to pay for support in order to be able to get 
patches and upgrades.  So they have us by the .  There's absolutely no 
incentive (negative or positive) to improving their support.

- Original Message -
From: "Warren R. Baltimore II" 
To: arslist@ARSLIST.ORG
Sent: Tuesday, June 5, 2012 11:02:11 AM
Subject: Re: Support - An open letter to BMC

** And there lies the problem.  If we don't pay support, we lose so much.  As 
consumers of this product, we are between the proverbial Rock and a Hard Spot!


On Tue, Jun 5, 2012 at 10:57 AM, John Sundberg < john.sundb...@kineticdata.com 
> wrote:


** Until it hurts the pocketbook - NOTHING WILL BE DONE!!!.


So - question is -- how do you make it hurt the pocketbook?






-John









On Tue, Jun 5, 2012 at 8:49 AM, Pierson, Shawn < shawn.pier...@sug.com > wrote:


**



Perhaps a good alternative would be if BMC somehow made a volunteer-based 
support forum that could take the place of their offshore support.  They could 
somehow anonymize the contact data to where you don’t actually know who the 
person you are dealing with is, and they could use this new gamification trend 
to pay the volunteers based on what happens.



For example, pay a small fee to people who resolve a certain type of issue 
quickly by leveraging the knowledge base.  You get paid more if you solve an 
issue that isn’t in the knowledge base and you submit a knowledge base entry 
that is approved by a BMC technical rep of some sort.  Identifying new defects 
in the product (also requiring a technical approval) results in a certain 
amount of pay, while solving that defect with a working hotfix results in a 
larger amount.  There would also be customer support surveys like BMC used to 
do, which would also be used as a factor in how much the individual makes 
(which should also ensure the person working on the issue is timely and 
courteous.)



This would allow BMC to mostly get rid of Tier 1 for web-based non-critical 
tickets, and it would get them access to better people who may otherwise have 
day jobs that just want to solve issues for a bit of extra cash after hours.



Thanks,



Shawn Pierson

Remedy Developer | Energy Transfer





From: Action Request System discussion list(ARSList) [mailto: 
arslist@ARSLIST.ORG ] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC



**




Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.





It lists the ARS version and patch


It lists the Server type and OS


It lists the Db and version


It gives a succinct description of the issue





I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)





After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!





Response follows:





Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at  @ bmc .com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfort

Re: Production changes (spin-off of RE: Effects of flushing midtier cache)

[Tommy Morris]

I think that it is safe to do an export without a change window. You are not 
actually changing anything and the impact is tiny. That is as long as you are 
not exporting a huge application. The activity will still take some I/O so the 
larger the file the more impactful it may be depending up on your system.

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
Sent: Tuesday, June 05, 2012 9:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Production changes (spin-off of RE: Effects of flushing midtier 
cache)

Hi, a follow-up question on this old thread:

Would you all consider exporting a def file from a production system something 
that should be done in a change window?  Are there risks or possible 
performance issues associated with this?

Thanks,

David Durling
University of Georgia


> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> Sent: Wednesday, April 04, 2012 1:23 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing 
> midtier
> cache)
> 
> I'm not intimately familiar with what adding groups, regardless of the 
> usage of the group, doesbut it's my understanding that it causes 
> some sort of re- caching to happen at the server level
> 
> -Original Message-
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> Sent: Wednesday, April 04, 2012 10:57 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Production changes (spin-off of RE: Effects of flushing 
> midtier
> cache)
> 
> LJ,
> 
> Thanks for your response.  How about adding groups that aren't used 
> for permissions (except dynamically in field 112 or dynamic group 
> fields)?  Even adding a notification group should be considered an off-hours 
> change?
> 
> Thanks,
> 
> David
> 
> David Durling
> University of Georgia
> 
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of LJ LongWing
> > Sent: Monday, April 02, 2012 12:54 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: Production changes (spin-off of RE: Effects of flushing
> midtier
> > cache)
> >
> > David,
> > In general, I have always considered making changes in production to 
> > be either a scheduled situation, or an emergency thing.  Any change 
> > going to production needs to first be developed in Dev, moved to 
> > Test via standard procedures, tested in test to ensure the 
> > functionality is working properlythen moved to Prod in the same 
> > manner it was moved to Testso this essentially means that you 
> > are never using Dev Studio in Test/Prod with exception of importing 
> > already developed stuff.  Adding users is standard operating 
> > proceduresbut adding groups should not be
> as
> > that causes re-caching of stuff on the server as well...it's almost
> analogous to
> > doing code changes (but not 100% the same).
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList) 
> > [mailto:arslist@ARSLIST.ORG] On Behalf Of David Durling
> > Sent: Monday, March 26, 2012 2:58 PM
> > To: arslist@ARSLIST.ORG
> > Subject: Production changes (spin-off of RE: Effects of flushing 
> > midtier
> > cache)
> >
> > Joe brought up an issue I already had questions relating to, being:
> > what workflow IS okay to change on a production AR server during 
> > production hours?
> >
> > For instance, if I have an app on a production box that is being 
> > tested by users and is not itself "production", am I endangering 
> > other things on production by making changes to it during production hours?
> > (Besides flushing the mid tier cache, that is.)
> >
> > Or do people have categories of changes - like rewording text in an 
> > email filter or on a form, or adding an item to a character menu - 
> > that they
> consider
> > have an acceptable level of risk to do during normal hours?  Or is 
> > it
> standard
> > to just not touch anything with Developer Studio unless it's an 
> > emergency
> or
> > a change window?
> >
> > Related question:  Are updating groups or using the Data Import tool 
> > (on a reasonable, limited basis) considered normal production procedures?
> >
> > Thanks for any insights on this,
> >
> > David
> >
> > David Durling
> > University of Georgia
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList) 
> > > [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe Martin D'Souza
> > > Sent: Monday, March 26, 2012 4:19 PM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Effects of flushing midtier cache
> > >
> > > When would you need to flush cache? The obvious answer is when 
> > > there is a workflow change on production.. Changes to workflow are 
> > > done whenever there is need for code change for enhancement or bug fixes..
> 

Re: Support - An open letter to BMC

[Tommy Morris]

Wouldn't it be nice if BMC had all of their client's information on file so you 
wouldn't have to list version, OS, etc? Maybe they could have a web portal 
where clients could log in and update their environment? Possibly the system 
could have a couple of different environment options such as Dev, QA, Prod and 
then a client created a support ticket they could select the environment that 
the issue is being reported upon? Oh! I know! Maybe, just maybe the data could 
be stored in some sort of configuration management something or other so that 
the data could be managed easily. H I wonder if BMC could find a useful 
tool that could handle that.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II
Sent: Tuesday, June 05, 2012 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Support - An open letter to BMC

**
Once again, I have submitted a ticket that has an abundance of information 
regarding my problem.

It lists the ARS version and patch
It lists the Server type and OS
It lists the Db and version
It gives a succinct description of the issue

I then received a response almost 45 minutes later (which I was quite pleased 
with!  Quick Turn around!)

After reading the response, I was tempted to buy a ticket to wherever the hell 
support was and deliver my feelings in person!

Response follows:

Hi Warren,

Thank you for contacting BMC Remedy Support.

Our goal at BMC is to provide you with an excellent customer service 
experience. If for any reason you feel this issue is not progressing properly, 
please discuss it with me or feel free to contact our Support Manager 
* at @bmc.com

I am ** and I shall be assisting you with this issue.

This mail is regarding Issue "ISS03967224"with issue summary as: "I am unable 
to search for a join of 3 forms utilizing the Request ID field."

-
Thanks for the initial information.

I tried to call you unfortunately reached VM.

In order to fully understand the affected environment and narrow down the 
possibilities, please address the following for me:

1) What is the AR Server version & Patch level?
2) What is the OS and version that the Remedy environment is installed on?
3) What database and version does the AR Server use? Is it local or remote to 
the AR Server installation?
4) Have you upgraded your environment? If yes then from which version please 
specify?
5) Have you done any customization? Please explain?
6) When you are getting the error?
7) What is the exact error message you are getting
-
Please send me the information at your earliest, it will help me to investigate 
issue further.

Kindly let me know if you have any concerns on this issue.


My response was blunt:

With the exception of question 5, I answered EVERY question in the ticket.

Question 5:  we have not upgraded.

As to customization, lightly.  You will notice that this is a join I built!
___

This has been indicative of support for about the last 6 or so years (whenever 
it was off shored).  Support techs seem to read from a script.  Based on what I 
was seeing, I suspect that this particular tech was reading only the 
description in a notification and not from the actual support request.

I don't think I blame the techs.  I suspect that they are all hard working 
people who get lousy pay and little training.

I remember sitting in a hall some years back (San Jose perhaps) and being told 
by BMC how it was going to be so wonderful when they offshore support.  All of 
the domestic support people would be moved to different parts of the structure 
to utilize that wonderful institutional knowledge they had, and the new support 
staff would be given all the training and support they needed to maintain a 
high level of support

It hasn't worked out that way.  2 years after BMC pulled the trigger, support 
was so bad that I ended up in an hour long phone conversation with the 
individual who was tasked with managing that operation (I wish I could remember 
his name).  I expressed my concerns and found that for the most part, he agreed 
with my assessment!  The term he used at the time to describe where BMC had 
found themselves was that the trigger had been pulled, the deed was done and 
there was no going back!  So here we are,

I am not saying that every time I have dealt with support that it is always a 
disaster, it isn't.  As with any organization, there are bright spots.  Every 
tech I deal with seems to have a genuine desire to help.  But the process does 
not work, and the knowledge isn't always what it should be.  And (perhaps the 
biggest sin in my mind), the tool that they should be using isn't utilized!  
Why do we take the time to fill out all of the data in the support request that 
they request if they are 

Re: Barcode Printing

[Tommy Morris]

I believe that you just need to download the barcode font and have it on the 
machine that will be printing the report.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg
Sent: Thursday, May 31, 2012 10:14 AM
To: arslist@ARSLIST.ORG
Subject: Re: Barcode Printing

** Warren,

I don't know anything about the printing.

But - I would not do a 3 letter prefix 4 letter suffix.

I would go "pure random" or possibly using a GUID ???

Otherwise - you will have a constant flow of "unforeseen problems".
***Except - they are foreseeable :)

Say two owning groups merge -- then what? Reprint the barcodes?



-John
On Thu, May 31, 2012 at 9:47 AM, Warren R. Baltimore II 
mailto:warrenbaltim...@gmail.com>> wrote:
**
I have what I hope is a simple issue.

I am designing an asset tracking system.  We will be utilizing ITSM 7.6.04.
I have chosen barcode printers.  We will be using the Zebra P4T Mobile solution 
to print our barcodes.

The problem I am having (never having done this before) is figuring out the 
mechanism to get Remedy to print the barcode.  We will be using a barcode that 
will have a 3 letter prefix and a 3-4 letter suffix.  The Suffix is dependant 
on the organization that owns the asset.  I will have a copy of the zebra 
designer pro v2 software to design the barcode, but I'm not sure how I will 
kick off the printing of it.

Can somebody give me some direction here?  Am I going in the right way?

Thanks in advance!

--
Warren R. Baltimore II
Remedy Developer
410-533-5367
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
Are"_



--

John Sundberg
Kinetic Data, Inc.
"Your Business. Your Process."
WWRUG10 Best Customer Service/Support Award
WWRUG09 Innovator of the Year Award

651-556-0930 I 
john.sundb...@kineticdata.com
www.kineticdata.com I 
community.kineticdata.com



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Web-API Certification Error

[Tommy Morris]

I am trying to register an external API that resides in a secured server. 
However the cert is a self-signed cert so I receive an error on the 
registration attempt. Is there a setting in the Remedy Web Service Registry 
where I can tell it to ignore certification errors or another work around?
The application that I am attempting to reach out to is running on a CentOS 
system and I have no idea how to get log on as root just to get to the Apache 
settings.

Tommy Morris
CMDB Certified Specialist
Director of IT Service Management

[cid:image001.png@01CD38CB.4F7A63F0]<http://www.pinebreeze.com/>
tommy.mor...@pinebreeze.com<https://exg5.exghost.com/owa/redir.aspx?C=1d40184b0dc44e86917981c2ecb56197&URL=mailto%3atommy.morris%40pinebreeze.com>
817.727.1021 - mobile
972.899.2366 - office
972.899.2898 - fax


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Re: BMC Question: Bugs / Hotfix (open the data BMC)

[Tommy Morris]

Its not a defect if it is "as designed"

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Thad Esser
Sent: Wednesday, May 02, 2012 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Question: Bugs / Hotfix (open the data BMC)

**
I'd like to see them start by adding the Defects database to the list of 
"Sources" that get searched when you search their knowledgebase.

Thad
On Wed, May 2, 2012 at 12:37 PM, patrick zandi 
mailto:remedy...@gmail.com>> wrote:
** Hey Y'all...

I know I usually on the "top ten" most painful people on the ARSlist.. however 
If I see a huge benefit and potential win-win situation.. I like to bring it up 
now and then..
(without getting me fired, or banned from the list that is) lol..

Any hoo.. BMC support currently (STILL) has all my servers and their 
environments --
My Support Profile --> My Server 
Environments

now with that said: it still frustrates me (AND potentially disenfranchises the 
customers) when I submit a ticket and they take 2 days and come back with 
"Oh... that is a bug" you need this hotfix, or just do this.

When instead (saving me grief of Waiting, and no Knowing!) they could Very 
Easily just provide a HotFix/BugFix for specific environments in a table (they 
have all the information already) and give a list of possible issues you might 
have based on that alone. They do not even have to give me a link to it 
(because they have that too).  I used to be able to do this with 
www.remedy.com, however at one point they hid it.. and 
now we cannot see the complete list of bugs, other customers are reporting, so 
we can be proactive...

I know I have brought this up before.. just want to revisit it from time to 
time..


--
Patrick Zandi
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