DOD Consent banner
Does anyone have an example DoD Consent banner, splash form, that they would be willing to share? I need to implement it on a 8.1 load balenced Midtier on windows using Apache/Tomcat. Thanks, John Rosquist ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smallest foot print to run ITSM 8.1?
I have it running nicely on a 120 GB SSD. 80GB for the VM hosting the DB and full BMC footprint. There is about 40GB room remaining in the VM. John Rosquist On Saturday, October 12, 2013 12:18 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.com wrote: Al, Thanks I had a feeling I need to look at 12 to 16 gig and 4 processors. HBR -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 10, 2013 12:25 PM To: arslist@ARSLIST.ORG Subject: Re: [arslist] Smallest foot print to run ITSM 8.1? We use two logical drives putting the OS on one and everything else on the other. The 'other' drive on the app server is about 30 GB. The one on the DB server is about the same. Be conservative with snapshots if you go this small. 8GB RAM and 4 cores appears to be the minimum if you try to shoehorn the mid-tier and app-tier onto the same machine, but you probably won't like how things slow to a crawl when you pull up parts of ITSM. I haven't tried being real careful about what loads in the caches yet, though. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Thursday, October 10, 2013 8:27 AM To: arslist@ARSLIST.ORG Subject: Smallest foot print to run ITSM 8.1? ** Morning, Afternoon and Evening all, I was wondering what would be the smallest foot print to run ITSM 8.1 (including a database). This would just be for playing and simple development. Thanks, Howard Description: Description: Description: Cox Enterprises, Inc http://www.coxenterprises.com/ Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com mailto:howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Cox Innovation Agent (CIA) Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.pngDescription:Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.pnghttp://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png Description: Description: http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.pnghttp://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png Submit your idea today for a chance to earn a badge and be entered into a monthly drawing for a $10 gift card. Submit your idea: http://innovation.coxenterprises.com/ideashttp://innovation.coxenterprises.com/ideas View your badges: http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspxhttp://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
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Re: JOB: Immediate opening with CSC for a Remedy Developer with active TS in Quantico, VA
I'm kinda curious. I have the S+ and the ars experience and Am working on the Redhat and MSITS/dba certs. What are you offering? Thanks, John From: Steven J. Pattie spat...@csc.com To: arslist@ARSLIST.ORG Sent: Monday, March 5, 2012 3:15 PM Subject: JOB: Immediate opening with CSC for a Remedy Developer with active TS in Quantico, VA CSC is seeking an experienced Remedy Systems Administrator to work at Quantico VA. Candidates must possess a current DoD Top Secret security clearance and meet minimum DoD 8570.1 certification requirements. DoD 8570.1 Certification requirements: CompTIA Security+ Plusses: Microsoft Certified Database Administrator (MCDBA) Essential Job Functions: • Performs complex product design, system analysis and programming activities on application software to ensure that company technology needs are met. • Performs design, implementation and maintenance of complex multiple product modules/subsystems or on lower level issues of multiple products to ensure proper functioning of products. Participates in product design meeting to ensure that design concepts are transferred into application development successfully. • Analysis, design, development, deployment, installation, configuration, customization, troubleshooting tuning of Remedy Action Request System from version 6.0 to 7.x. • Performs complex bug verification, release testing and beta support for assigned products; researches problems discovered by quality analysts or product support to ensure that appropriate solutions are developed. • Coordinates with appropriate management personnel in implementing changes. • Supports complex data/media recoverability through system backups and database archive operations. Plans, coordinates and directs appropriate level data refresh strategies. • Gather and document requirements and support the design of implementation of additional Remedy services, such as CMDB and Remedy Dashboards. • Develop and maintain user documentation, including user manuals, quick references, and training documentation. • Works with technical staff to understand problems with software to ensure that they are resolved in a timely manner. • Diagnose and repair problems within the Remedy system. For more info please email me at spat...@csc.com or go to: http://www.csc.com/careersus/flx/16177-job_opportunities Search for Job # 12001FJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: AW: New fields added becomes Core fields
A Sent from my Verizon Wireless BlackBerry -Original Message- From: Conny Martin conny.mar...@t-systems.com Date: Wed, 2 Sep 2009 21:00:53 To: arslist@ARSLIST.ORG Subject: AW: New fields added becomes Core fields if you create a new form nextfieldid is initially set to 536870912, regardless if you create a field with a manually given fieldid or not. Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Lyle Taylor Gesendet: Mittwoch, 2. September 2009 20:47 An: arslist@ARSLIST.ORG Betreff: Re: New fields added becomes Core fields ** What sets the initial nexfieldid for a given form? For example, if I create a new form and add a new field and manually set the ID to X (and it's not in the reserved range and higher than any other field on the form), will that plus one become the next field ID? Thanks, Lyle From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Conny Martin Sent: Wednesday, September 02, 2009 12:31 PM To: arslist@ARSLIST.ORG Subject: AW: New fields added becomes Core fields ** Kali, with the following sql statement you can set nextfieldid to a safe number. UPDATE arschema SET nextfieldid = (SELECT MAX(fieldid) FROM field WHERE field.schemaid =arschema.schemaid) + 1 where name = 'Name of your form' After that you must restart your arserver. Kind Regards Conny Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Kali Obsum Gesendet: Mittwoch, 2. September 2009 03:05 An: arslist@ARSLIST.ORG Betreff: Re: New fields added becomes Core fields ** Hi, The nextfieldid for that form is set to 23 (don't know how it happened). Is it safe to just manually set it to a certain id? How do i know what number is safe? Thanks! Regards, Kali From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Conny Martin Sent: Tuesday, 1 September 2009 2:49 PM To: arslist@ARSLIST.ORG Subject: AW: New fields added becomes Core fields ** Kali, check the field nextfieldid in arschema with the following sql statement. select name, nextfieldid from arschema In normal case the nextfieldid contains something like 5368709xx HTH Kind Regards Conny Von: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] Im Auftrag von Kali Obsum Gesendet: Dienstag, 1. September 2009 08:16 An: arslist@ARSLIST.ORG Betreff: New fields added becomes Core fields ** Hi, Everytime I add a new field in an existing form, the field is created as a Core field (DB id is set to 16,17,18 etc). Any ideas why this is happening? Regards, Kali NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are__Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are__Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: Service Desk 7.x...no longer has mini Change, Asset functionality?
Dsdd Sent from my Verizon Wireless BlackBerry -Original Message- From: Ray T. cool.deve...@gmail.com Date: Tue, 18 Aug 2009 17:29:44 To: arslist@ARSLIST.ORG Subject: Re: Service Desk 7.x...no longer has mini Change, Asset functionality? Doug, Thank you for the insight. CMDB more than beats Asset Tracking, I absolutely agree. I wasn't sure about the change part. There is a not a designated change tracking in 7.x, but besides that I see that although there is some value in having a separately named module with it's own interface and IDs... that the rudimentary features Change Tracking had are not lost if you use IM/tasks for changes. Strauss, Howard, Willaim, thanks for the input. On Tue, Aug 18, 2009 at 4:53 PM, Mueller, Doug doug_muel...@bmc.com wrote: ** Ray, You note that when you get Service Desk you get Incident, Problem, CMDB, and tasking support. Well, CMDB is a major step beyond Asset Tracking that was in the 6.x HelpDesk solution. So, you have the ability to track assets by entering them in the CMDB and you can do relationships and you can have auditing and you can have So, in fact the 7.x releases of ServiceDesk have more capability than you did with Asset Tracking in the previous releases. And, you note tasking support. This includes the ability to have task templates and run any task flow that you want to run within the Incident Management System. Well, in the earlier versions of HelpDesk, you had change tasking. This is an equivalent functionality that is now an inherent capability of Incident Management and in fact is enhanced in that you can have tasks associated with any Incident and not just within a Change Tasking mode. So, the 7.5 environment doesn't have explicit subsystems called Asset Tracking and Change Tasking like the 6.x and earlier versions did. These functions are simply capabilities of the ServiceDesk product for general purpose use within the Service Desk and not as specialized subsystems. The Asset Tracking is contained within the CMDB and the Change Tasking within the included tasking subsystem support. Of course if you want full fledged and full capability Change Management and full capability Asset Management, there are full scale applications for those capabilities as well. I encourage you that rather than looking at the names of subsystem, you look at the functionality that was available and provided with the solution and I think you will find that there is equivalent capability around both the Asset Tracking and Change Tasking functionality in the 7.x releases that is in most ways a superior set of capability than was there before. It also removes all confusion around the difference between Change Tasking and Change Management being the simple subsystem vs. the full application. I hope this helps, Doug Mueller -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Ray T. *Sent:* Tuesday, August 18, 2009 1:31 PM *To:* arslist@ARSLIST.ORG *Subject:* Service Desk 7.x...no longer has mini Change, Asset functionality? ** Hi folks, Can you please confirm this: my understanding is that unlike older versions of ITSM (6.x - ), in which even if you only had Help Desk application installed, you would have Change Tasking and Asset Tracking modules installed for free use...in Service Desk 7.0 - 7.5, there are no such free modules that do limited Change and Asset Management. So if you buy Service Desk 7.5, you get Incident, Problem, CMDB. And of course the components like Tasking and what not, but nothing that will do change mgmt or asset management on a small scale. Did I get this right? Thanks. _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ _Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
Re: SRM auto-assign
You do not link the SRD to the assignment rule directly or at least not at the catalog level. The navigational categories relate to how the SRD is published on the Request Entry screen not to how it is auto-assigned. The assignement rule seems to kick in for Work Order assignement after the SRD is instanciated (entered by the user). I see your point about a missing link here. The Work Order (or such) should tie closer to the auto-assignment rule, I would sugest that you look for the relationship there. John Rosquist RightStar Systems - Original Message From: Drew Shuller [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 27, 2008 1:47:40 PM Subject: SRM auto-assign Has anyone configured auto-assign for a Service Request, using the Assignment Configuration form? For Order 3 - Operational Categorization, this uses Foundation data. But when I'm creating an SRD, the Navigation Categories are apart from Foundation data. How do you tie a SRD to the Group Assignment record? Drew Tulsa, OK ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Virtual machines....
I have had ARS 6 and 7 running on vmware server 1 and esx 2.5.5 and 3.5 servers for several years now. Also, I have had the 7.0.1 and 7.0.3 ARS, 2/2.1 CMDB applications too. The mid-tier tends to be real due to dmz issues. My customers want the boxes that are production oriented to be real, but the test and dev virtual environments work fine. I see little dropouts in the esx version. The server version tends to have a much more noticeable performance degradation, but then it is expected. The virtual environment allow for testing of patcvhes with little actual negative impacts -- just roll back to the previous save state. One word of advice is don't skimp on the hardware -- Lots of RAM, very fast disk and reasonably fast processors. Memory is your friend! John Rosquist RightStar Systems - Original Message From: Evans.Randy [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, August 8, 2008 10:45:44 AM Subject: Re: Virtual machines ** Were gearing up to convert to 7.1 and what I would be wondering is does anyone have a production virtual box specifically Solaris. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Friday, August 08, 2008 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: Virtual machines ** We’ve got two boxes (one for dev and one for test) running ARS ITSM 7.0.1. I haven’t had any problems at all! Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, August 08, 2008 9:29 AM To: arslist@ARSLIST.ORG Subject: Virtual machines ** Does anyone have Remedy 7.1 running on a virtual machine? Or another version of Remedy running on a virtual machine? If so, what are your experiences with it. All comments, thoughts, observations both pro and con are appreciated. Thanks! 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. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Mid-Tier caching with new groups
The only 2 options I have seen for this are actually flushing the cache and setting the setting the flag and timer for the mid-tier to check the server for updates. Both are expensive. John Rosquist RightStar Systems - Original Message From: Gary Opela (Corporate) [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 6, 2008 11:59:27 AM Subject: Mid-Tier caching with new groups ** MT 7.1, ARServer 7.1 Has anyone out there noticed that the mid-tier doesn’t seem to pick up new groups? I created a group from the mid-tier, then tried to set that group as a production and test mapping for a role, but the group wasn’t on the list. I pulled up my user tool, and I could easily see the group. So, I loaded the User form in the mid-tier window, and the group is not in the group list. However, in the user tool, the group is in the group list. I flushed the MT cache, and then viola! The group was in the group list, and was available for the production and test group mappings after the recache of the MT. Does anyone know if there is a setting specifically for the MT that deals with the caching of groups? Thanks, Gary Opela, Jr., RSP Remedy Engineer Leader Communications, Inc. http://www.5pointleader.com http://www.lcibest.com Best Product, Best People, Best PriceTM An ISO 9001:2000 Certified, CMMI® Level 3 Rated Company __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0)
You will want to cache the secondary forms too. John Rosquist RightStar Systems - Original Message From: Bilinski, John [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, July 29, 2008 8:44:14 AM Subject: I can't get my pre-fetch Configuration to work (Mid-Tier 7.1.0) ** I am having an issue with Mid-Tier Pre-fetch: I have Cache Persistence Enabled and I have Perform Check disabled for better performance. I am trying to get the Pre-fetch Configuration to work for my Mid-Tier 7.1.0. I am trying to prefetch the main forms in ITSM as a test. The homepage is hanging got a lot longer than if I didn't have pre-fetch enabled. All form names are OOB and have not been changed. Is there something wrong with my Pre-Fetch Configuration file? Prefetch Configuration (Link to the xsd file): ?xml version=1.0 encoding=UTF-8 standalone=no? midtier-prefetch-config xmlns=http://www.bmc.com/remedy/midtier/midtier; prefetch-user user-namejbilinski/user-name localeen_US/locale prefetch-server server-namejmd-phb-remd03/server-name prefetch-form form-nameHome Page/form-name /prefetch-form prefetch-form form-nameHPD:Help Desk/form-name /prefetch-form prefetch-form form-nameHPD:Incident Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Change Management Console/form-name /prefetch-form prefetch-form form-nameCHG:Infrastructure Change/form-name /prefetch-form prefetch-form form-namePBM:Problem Management Console/form-name /prefetch-form prefetch-form form-namePBM:Problem Investigation/form-name /prefetch-form prefetch-form form-nameTMS:Task/form-name /prefetch-form /prefetch-server /prefetch-user /midtier-prefetch-config John Bilinski Operations Services Staff OSS Remedy System DBA Contractor (CSC) 202.305.3202 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: The incident e-mail notification has a miss-formed url, how can I correct?
I am interested in finding this out too. What does the web path in the server config say? Is this on windows? If so, it is my understanding that it will use the fully qualified domain name of the host here irrespective of your wishes. The only work around is to remove the FQDN from the host. Otherwise, just add it to the mid-tier and bounce it. John Rosquist - Original Message From: Howard Richter [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, July 23, 2008 5:25:09 PM Subject: The incident e-mail notification has a miss-formed url, how can I correct? ** Good afternoon, I am having a brain freeze and need a little guidance. I know we have answered this before, but as I age I forget things. We are getting the following url in the notification e-mails http:\\itsm-dev-web:8080\arsys\home/servlet/ViewFormServlet?form=NTE%3aNotifierserver=itsm-dev-app.inel.goveid=NTS5182 However for it to work it should read http:\\itsm-dev-web:8080\arsys\home/servlet/ViewFormServlet?form=NTE%3aNotifierserver=itsm-dev-appeid=NTS5182 (the inel.gov should not be part of the server name) How can I fix this? As always thanks, -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Installation on SQL Express database
Lann, I have not had much luck getting this to work. The developer edition is cheap and seems to work much better. I recollect that someone did get this to work so search the archives. John Rosquist RightStar - Original Message From: lann [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, June 3, 2008 6:54:34 AM Subject: Remedy Installation on SQL Express database Iam trying to install Remedy 7.0.1 patch 005 on a standalone machine with Microsoft SQLServer express 2005. I have installed the dotnet framework version 2.0 prior to installation of SQLServer express 2005. After a restart and trying out to install remedy i get the error Unable to create a valid administrator user -Demo. During the installation the database selected is SQL and the connection string is .\SQLEXPRESS. Please help- -- View this message in context: http://www.nabble.com/Remedy-Installation-on-SQL-Express-database-tp17620886p17620886.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Qualification Error - Strange?
Kathy,
It is Boolean logic as implemented by you favorite SQL optimizer.
X or Y and Z == x or ( y and z) because AND has a higher precedence than OR.
John
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kathy Morris
Sent: Tuesday, May 20, 2008 8:27 PM
To: arslist@ARSLIST.ORG
Subject: Qualification Error - Strange?
Hello all,
I ran this qualification:
'Assignee+' = Michael Davis OR 'Assignee+' = Gurpreet Savi AND 'Status*'
= 3
Result: status values that such as Closed and Cancelled appeared that have
a value of 5 and 6??
When I modified the qualification:
('Assignee+' = Michael Davis OR 'Assignee+' = Gurpreet Savi) AND
'Status*' = 3
Result: the values that were less than or equal to 3 appeared correctly.
What logic is this based on?
Sometimes when I use LIKE %Mary Smith I find the name faster than if I type
= Mary Smith - never understood why.
_
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Re: Return to home page
RK, Just to check, go into the midtier admin console and ensure that the mid tier is pointing to the correct AR server. Additionaly you may want to consider adding the ip address here, the FQDN and just the ar server name. Try completly flushing your browser's cache. Post the actual link that you are using. Obscure the FQDN is secuirty is a concern. John Rosquist - Original Message From: Murtuza B [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, May 16, 2008 4:32:05 AM Subject: Re: Return to home page ** If you send in both links, we might be able to get a better idea... rgds From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sanapala, Rajinikanth IN BOM SISL Sent: Friday, May 16, 2008 12:22 PM To: arslist@ARSLIST.ORG Subject: Re: Return to home page ** Murtuza, I tried both, but no luck. We have two midtier link, other one is working fine. User could login on his first attempt, But only below one prompting user to go for home page and then allowing to login on his second attempt. Anyway thanks for your response. Regrads, RK From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Murtuza B Sent: Friday, May 16, 2008 12:06 PM To: arslist@ARSLIST.ORG Subject: Re: Return to home page Hello RK, This might happen when you use the following link to log in to the mid-tier (usually thru a bookmark): https://intranet.ors-service-desk.siemens.com/mid-tier/shared/login/login.jsp You might want to use this instead: https://intranet.ors-service-desk.siemens.com/mid-tier/home Rgds, Murtuza. From:Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of sanapala, Rajinikanth IN BOM SISL Sent: Friday, May 16, 2008 11:59 AM To: arslist@ARSLIST.ORG Subject: Return to home page ** Hi List, When I am trying to login to webclient (Through midtier), I am getting following error, Can any one tell me what could be the reason behind this error, while trying to process your request: ARERR [9295] Incorrect login parameters. Web page, user, and/or server name(s) must be provided Return to home page ARS 6.3 Midter 6.3 Regards, RK Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Important notice:This e-mail and any attachment thereto contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html_Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Cmdb-new class,new attributes
BMC has a white paper on this. Yes, you can extend the class. Create a new namespace to put the new fields in and give them UNIQUE names. As long as the names do not come into conflict with a BMC field name all will be well. Storage in the new namespace will protect it from most things that an upgrade will do to it. IMO, removing BMC_ prefix will seriously break the ENTIRE cmdb, but it can be done. Instead of renameing the form consider changing the display name to be computersystem. This would give you the same effect, but a minimum of impact You can join the CS to the app forms assuming there is a good key. Be sure not to prefix it with BMC_ and it should survive an upgrade unless one to the two end forms are dropped for some reason. John Rosquist - Original Message From: rey4u [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, May 15, 2008 7:07:06 PM Subject: Cmdb-new class,new attributes hi, Can i create new attributes to bmc:Computersystem form?Will it be deleted during new cmdb upgrade or arserver upgrade? Can i modify BMC_Computersystem to computersystem?what could be the effects? How about creating new join form between bmc_computersystem and bmc_application,so that both the attributes will be in same form?will this will be deleted during upgrade?? please help -- View this message in context: http://www.nabble.com/Cmdb-new-class%2Cnew-attributes-tp17264436p17264436.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: BMC interview-help please
Knowing the answer to your previous question would really go a long way. - Original Message From: rey4u [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, May 15, 2008 7:14:36 PM Subject: BMC interview-help please what is the interview process at BMC? Have interview next week for technical architect position.. can anyone help me with interview procedures,remedy itsm faq's,questions.. -- View this message in context: http://www.nabble.com/BMC-interview-help-please-tp17264538p17264538.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Max Index on Form!
Tadeu, Indexesare a balencing act. the more you have the more options the sql analyzer has to construct an optimal execution plan. The cost is at the write, meaning commit, time. the system has to update all the indexes to maintain system integrity. This cost time during the commit phase. If your data is infrequently written or change, more indexes are ok. If the data is volital or not highly selective, more indexes are bad. the answer is it depends on your data. John - Original Message From: Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, May 14, 2008 1:35:46 PM Subject: Max Index on Form! ** Hi all, I'd like to know if has a white paper that describes what's max number of index to a form... I've read a document from 2003 and I've noticed that more than 7 index (or 4 composite index) in one form is bad... I have an application that has a form with 8 index (some of them composite index) ... and we're having problems with performance (searches in database).. I'd like to know if it's possible to insert more index in this form! Remembering: I'd like to improve performance... Att, Tadeu Augusto Dutra Pinto__Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Performance Question
Try turning on sql/api logging and watch how many database calls each has. John - Original Message From: Brittain, Mark [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, April 8, 2008 10:06:09 AM Subject: Performance Question ** HI All, We have a great debate going on here about performance of menus where data is stored on a Remedy form. So which do you think is better? Search or SQL? Search Example on the Group Form - ( 'Status' = Current) AND ( 'Group ID' = 902) AND ( 'Group ID' 1000) SQL Example for the same select group_name from group_x where group_type = '2' and group_id between 900 and 999 order by group_name My thought is the Search is better because you don’t have to pass from the Remedy Server, to the Oracle Client to get to the Oracle server. Your opinion is highly valued. Thanks Mark Mark Brittain ESM Remedy Developer Navisite Inc. This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ You rock. That's why Blockbuster's offering you one month of Blockbuster Total Access, No Cost. http://tc.deals.yahoo.com/tc/blockbuster/text5.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: How to know when a table is full ??
On a test form create a filter or esc. select form name firing conditions ... if action-set fields-Read value-direct SQL select count(*) from t... Name field to put the result into - SQL result col 1 Good luck, John Rosquist Windward - Original Message From: Tadeu Augusto Dutra Pinto [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, April 3, 2008 2:00:46 PM Subject: How to know when a table is full ?? ** Hi All. How could I execute a command to get the quantity of records in a table? Our test environment has not license ... and because of this we have a limit of 2k records for each table... I'd like to know when my table is full (i.e. if there is with 2k records) Is there some way for me obtain this feature through an workflow object (Filter , AL , etc...) ??? P.S.: I've thought in to execute a Direct SQL command ... but this action doesn't return nothing... Can somebody help me? Thankx-in-advance! Tadeu Augusto Dutra Pinto - IT Web Services ATM Cinq Technologies http://www.cinq.com.br [EMAIL PROTECTED] Fone: 41 3018-2833 - Cinq Fone: 41 2107-5736 - HSBC Outsourcing - Confiabilidade, Inovação e Qualidade em T.I. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ You rock. That's why Blockbuster's offering you one month of Blockbuster Total Access, No Cost. http://tc.deals.yahoo.com/tc/blockbuster/text5.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question: SYS:Notification Messages
You have to insert that field into the workflow that populates the for too. There are old message that describe this. John Rosquist Windward - Original Message From: T. Dee [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, March 18, 2008 3:26:21 PM Subject: Question: SYS:Notification Messages I tried to insert another field into the email message body of Notification Message Tag - CHG-APR-ApprovalNTForIndividual - however the pull down is empty. Has anyone come across this? Thanks! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARServer Virtualized Environment Capacity
Looks good. Be sure not to increase the MTU above standard networking. Or performance will signigicantly vary from production. Are you planning on an ESX host? Server will work, but only ESX is supported. John rosquist Windward - Original Message From: Prashant Patil [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, March 13, 2008 9:05:54 AM Subject: ARServer Virtualized Environment Capacity ** Hi All, I am planning for a server to be used as a VMWare for ARSystem and simulate a ARSystem environment where the database, ARSystem application, Mid-tier will be running on 3 separate OSes (all windows) hardware config: Quad Core Intel® Xeon® X3220, 2x4M Cache, 2.40GHz,1066MHz FSB 8GB DDR2 RAM, 160 GB HDD I would like to know if the current hardware configuration will be enough to simulate the above ARSystem setup. Thanks Regards, Prashant __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: what does a push field do ?
Does field 536871161 exist on the target form? Likely it does not. Copy the AL,
and try and recreate the push action. If the fields have been actually deleted,
you should not be able to do this.
Turn on API and SQL loging. Look for the error there. Looking at the remedy
vector will only generate a headacke unless you have the secret decoder ring.
John Rosquist
Windward
- Original Message
From: Kemes, Lisa [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 27, 2008 8:55:13 AM
Subject: Re: what does a push field do ?
This is a very good question. I would like to know the answer to this
as well.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Wednesday, February 27, 2008 4:50 AM
To: arslist@ARSLIST.ORG
Subject: what does a push field do ?
dear listers,
whenever I try to open one of the AL which contains a Push Field action,
and I try to read the Push Field, I get a error message and I am not
able to read what the Push field does because one or more fields have
been deleted from the form ...
I have a backup of the AL so I can read the following for that Push
field action:
action {
push-field : [EMAIL PROTECTED]
}
My question is simple: what does all this mean?
So TEST2 is my form and 536871161 one of the field. But what about the
rest?
Where to find the references?
Thank you
Serouche
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Re: what does a push field do ?
I figured that was what you wanted.
You are going to have to dig hard for this information. It is not something
that Remedy documents or discloses. There use to be references to it in the
dev site, but that is no more. Maybe www.mattreinfeldt.com has it now.
Hopefully someone on the list, or Doug, will had your answer. It would be a
shame for this to be lost.
John
- Original Message
From: Remedy Maniac [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 27, 2008 9:45:42 AM
Subject: Re: what does a push field do ?
** thank you very much John for your answer and the solution you provide.
It will help me for sure.
But actually I am more interested into finding what the other values mean.
Does a course help? Which one?
Can anybody help with a hint/doc/suggestion/idea...?
Thank you
serouche
john rosquist wrote:
**
Does field 536871161 exist on the target form? Likely it does not. Copy the AL,
and try and recreate the push action. If the fields have been actually deleted,
you should not be able to do this.
Turn on API and SQL loging. Look for the error there. Looking at the remedy
vector will only generate a headacke unless you have the secret decoder ring.
John Rosquist
Windward
- Original Message
From: Kemes, Lisa [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Wednesday, February 27, 2008 8:55:13 AM
Subject: Re: what does a push field do ?
This is a very good question. I would like to know the answer to this
as well.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Remedy Maniac
Sent: Wednesday, February 27, 2008 4:50 AM
To: arslist@ARSLIST.ORG
Subject: what does a push field do ?
dear listers,
whenever I try to open one of the AL which contains a Push Field action,
and I try to read the Push Field, I get a error message and I am not
able to read what the Push field does because one or more fields have
been deleted from the form ...
I have a backup of the AL so I can read the following for that Push
field action:
action {
push-field : [EMAIL PROTECTED]
}
My question is simple: what does all this mean?
So TEST2 is my form and 536871161 one of the field. But what about the
rest?
Where to find the references?
Thank you
Serouche
___
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Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
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CAC card enablement
Does anyone know the status of Remedy and CAC cards with in the DoD community? I am looking for actual requirements and how and if they are being met. I know that portals can broker the CAC authentication for the midtier. But I have the understanding that DoD wants the application source to be CAC enabled too and I take this to mean the Remedy ARS server. Is this other people understanding? Thanks, John Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Company Name on 7.0.01
Chris, Do you have any spare Jato bottles, my ITSM 7 server could use a few too! John - Original Message From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, February 20, 2008 6:01:16 PM Subject: Re: Changing Company Name on 7.0.01 ** BMC was supposedly going to release a utility for that this year (2008), but if they release something like Data Management (patch 9003) it will only work half-way, and only half of the time (and only with jato bottles strapped to its butt). If they release it on the same schedule we have seen for updating Incident Task Templates (patch 9002), you should see it sometime in calendar year 2009. You'll probably have to give them Doug Mueller's stock answer for people requesting customizations to ITSM 7: several iterations of NO. We have not faced company renaming (and plan to reject it outright), but we have seen some shuffling of support group names which is almost as bad since you have to move the support staff over and reassign the related records; your obsolete/recreate solution is the only one available to us right now. 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:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Wednesday, February 20, 2008 4:24 PM To: arslist@ARSLIST.ORG Subject: Changing Company Name on 7.0.01 ** Hello All, I am getting several requests to change the Company field in version 7.0.01 Ex. Joe's Computers is now changing it's name to Joseph's Computers. Field ID 11. When I search this field ID in ARutilities, it returns 417 references to that field. Has anyone come up with a way to change Company name and ensure it is propogated throughout the database? Other than a monster SQL script to update the field in all locations, I don't think this is possible. My current answer to this question is: Set Joe's computers to Obsolete and recreate as Joseph's Computers. But then we lost historical reporting data, etc. Has anyone else encountered this? I just thought we couldn't possibly be the only company who has dealt with this situation. 7.0.01 Unpatched SQL Server 2005 Thanks, Jase __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
`! has become well used in interviews. So, what is the difference between `! and `$? When would you use one versus the other? John Rosquist Windward - Original Message From: John Atherly [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, February 19, 2008 2:54:21 PM Subject: Re: Interview questions ** Is number 7 answer `! at the end of the filter name? John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 Remedy Service Desk [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/19/2008 02:43 PM Please respond to arslist@ARSLIST.ORG [EMAIL PROTECTED] cc SubjectRe: Interview questions ** Hi Marc, These are really helpful to give direction for fresher or new person joining team like me, correct me if I am wrong. 1) ARSchema 2) With transaction(t) table and table schema id in associated in arschema table 3) Web Services , Remedy API, Email templates, Direct SQL, creating view and database trigger and database programming….. depending on what suites to client and third party application 4) Creating failure over environments, database back – replication on vmware etc, 5) Big to answer I will update you on this next time, - user interface ,end user component – directly reachable to customers 6) Filter is server side component , depending on fire condition and qualification action will be perform on server. Actions are listed in if actions tab, submit, modify any valid ar server operation. Permission is not issue on filter etc. 7) I don't things so, not possible. 8) Not understanding question – reason I not aware of walking tables I will look in to AR Server advance guide for ar.conf related question, Please provide more question if you have? Thank you for your help. Regards Sunil On Feb 19, 2008 7:25 PM, Marc Simmons [EMAIL PROTECTED] wrote: ** 1. What is the primary table in the AR System data dictionary? 2. How does the AR System manage the data you see in Remedy Forms? 3. Without using DSO or EIE, what are your thoughts for providing a 'STANDARDIZED' methodology for interfacing/integrating with Remedy applications. This customer was actually looking to use C.I.M. or some other open standard solution to interface with Remedy maybe a good discussion for the list!!! 4. How do you trouble shoot AR System server outages to restore access to the system? 5. How does mid-tier work and where does it fit in the client server architecture? 6. Describe how filters work? They were actually looking how filters work in different phases... which led to the next question. 7. Can you force a filter to fire all actions in the first phase? 8. List all of the possible uses for guides. They were looking for walking tables. These are all pretty simple questions. I also get some questions about turning on/off server features using the configuration files (ar.conf/ar.cfg). Hope this helps some, Marc On 2/19/08, Remedy Service Desk [EMAIL PROTECTED] wrote: ** Hi All, Hope you are doing well, can I request for Remedy Interview questions? Thanks Service Desk __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Marc Simmons Remedy Administrator Everyday above ground is a good day... the rest is a choice! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Interview questions
:)) You get the job! john - Original Message From: Gayford, Matthew C. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, February 19, 2008 3:47:18 PM Subject: Re: Interview questions ** In a table loop you can use `$ to only check against selected rows. -Matt Matthew C. Gayford Technology Research Development Information Technology Systems Division University of North Carolina Wilmington (910) 962-7177 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pargeter, Christie Sent: Tuesday, February 19, 2008 3:06 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** What does `$ do? I didn't know about this one...use `! quite a bit. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Tuesday, February 19, 2008 12:02 PM To: arslist@ARSLIST.ORG Subject: Re: Interview questions ** `! has become well used in interviews. So, what is the difference between `! and `$? When would you use one versus the other? John Rosquist Windward - Original Message From: John Atherly [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, February 19, 2008 2:54:21 PM Subject: Re: Interview questions ** Is number 7 answer `! at the end of the filter name? John Atherly American Power Conversion [EMAIL PROTECTED] 401-789-5735 Ext. 2120 1-800-788-2208 Ext. 2120 Remedy Service Desk [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 02/19/2008 02:43 PM Please respond to arslist@ARSLIST.ORG [EMAIL PROTECTED] cc SubjectRe: Interview questions ** Hi Marc, These are really helpful to give direction for fresher or new person joining team like me, correct me if I am wrong. 1) ARSchema 2) With transaction(t) table and table schema id in associated in arschema table 3) Web Services , Remedy API, Email templates, Direct SQL, creating view and database trigger and database programming….. depending on what suites to client and third party application 4) Creating failure over environments, database back – replication on vmware etc, 5) Big to answer I will update you on this next time, - user interface ,end user component – directly reachable to customers 6) Filter is server side component , depending on fire condition and qualification action will be perform on server. Actions are listed in if actions tab, submit, modify any valid ar server operation. Permission is not issue on filter etc. 7) I don't things so, not possible. 8) Not understanding question – reason I not aware of walking tables I will look in to AR Server advance guide for ar.conf related question, Please provide more question if you have? Thank you for your help. Regards Sunil On Feb 19, 2008 7:25 PM, Marc Simmons [EMAIL PROTECTED] wrote: ** 1. What is the primary table in the AR System data dictionary? 2. How does the AR System manage the data you see in Remedy Forms? 3. Without using DSO or EIE, what are your thoughts for providing a 'STANDARDIZED' methodology for interfacing/integrating with Remedy applications. This customer was actually looking to use C.I.M. or some other open standard solution to interface with Remedy maybe a good discussion for the list!!! 4. How do you trouble shoot AR System server outages to restore access to the system? 5. How does mid-tier work and where does it fit in the client server architecture? 6. Describe how filters work? They were actually looking how filters work in different phases... which led to the next question. 7. Can you force a filter to fire all actions in the first phase? 8. List all of the possible uses for guides. They were looking for walking tables. These are all pretty simple questions. I also get some questions about turning on/off server features using the configuration files (ar.conf/ar.cfg). Hope this helps some, Marc On 2/19/08, Remedy Service Desk [EMAIL PROTECTED] wrote: ** Hi All, Hope you are doing well, can I request for Remedy Interview questions? Thanks Service Desk __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ -- Marc Simmons Remedy Administrator Everyday above ground is a good day... the rest is a choice! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Never miss a thing. Make Yahoo your homepage. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute
Re: ARS6.03 on Linux +VM
7.1 (ars and itsm) - Original Message From: Anoop Sasidharan [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 5:54:02 PM Subject: Re: ARS6.03 on Linux +VM ** Thanks John. What version of Remedy are you running on the VM? Thanks Anoop Date: Thu, 14 Feb 2008 09:29:19 -0800 From: [EMAIL PROTECTED] Subject: Re: ARS6.03 on Linux +VM To: arslist@ARSLIST.ORG ** Anoop, Remedy will work on a VM (VMware). I have 2 win32 VM's going -- One with SQL Server 2005 and one with Oracle 11g. Please note that Remedy is a 32 bit app so there is little point in running it a 64 bit os. Further, it is my experience that the 64 bit os's cause more grief than they are worth. You will need to use the 32bit drivers, so you kill any gains there. I have run it in a Win64 environment, and will strongly recommend against it in the future. All that said, 64bit DB's rock! John Rosquist Windward - Original Message From: Anoop Sasidharan [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, February 13, 2008 6:54:40 PM Subject: ARS6.03 on Linux +VM ** Dear Lister, We are planning to install remedy ars 6.03 on Linux64 Virtual Machine's. BMC says that they dont support ARS6.03 on VM. Has anyone tried this before and what are your observation? Thanks Anoop Fly HYD-BLR for Rs.499 Log on to MakeMyTrip! Check it out! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Live the life in style with MSN Lifestyle. Check out! Try it now! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Notification Preferences in 7
Kevin's answer is what I was going to say. It is a feature. A very special one too! I cannot say that I like it, but it is the way OOTB works. John Rosquist Windward - Original Message From: Moore, Chris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, February 15, 2008 12:20:58 PM Subject: Re: Notification Preferences in 7 ** Thanks! Did we do something wrong in setting up accounts? Or is this a “feature not a bug”? It seems odd that every user would be expected to have to do this kind of configuration. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kevin Shaffer Sent: Friday, February 15, 2008 12:15 PM To: arslist@ARSLIST.ORG Subject: Re: Notification Preferences in 7 You either change the system default in the backend form (NTE:CFG-Notification Events) or you dont modify the system preference and each user creates their own preference. When sending out notifications Remedy will look for the user defined preferences first then the system defined ones. Date: Fri, 15 Feb 2008 12:10:35 -0500 From: [EMAIL PROTECTED] Subject: Notification Preferences in 7 To: arslist@ARSLIST.ORG ** Hey everyone When we set everyone up in the system, we set the default notification to email. In each People record, email is selected as the default notification. However, in the Notification Preferences table, every notification is set to Alert, and when I select them I can’t modify them. There must be a place to set it I can’t find in the documentation… Thanks! Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Sync UI problem in CMDB
This generally means that there is some error to be had in building the form. There should be a message icon on the form that will display the build results for you. This will then lead you to the issue. Sorry I cannot be more specific, my dev box is down. John Rosquist Windward - Original Message From: Jomonm [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 3:59:07 AM Subject: Sync UI problem in CMDB I am synchronizing the class definition to AST forms. But the entry appear in Pending form and AST form is not creating. The entry remains pending for long time In AERRROR.log file I have the following entries. Can anybody help me? CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Wed Feb 13 00:13:41 200811 Wed Feb 13 00:13:41 2008 CMDB Dispatcher : AR System Application server restarting (ARAPPERR 4503) Wed Feb 13 00:13:42 2008 CMDB Dispatcher : AR System Application server terminated when a signal/exception was received by the server (ARAPPNOTE 4500) Regards Jomon Mathew -- View this message in context: http://www.nabble.com/Sync-UI-problem-in-CMDB-tp15455616p15455616.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARS6.03 on Linux +VM
Anoop, Remedy will work on a VM (VMware). I have 2 win32 VM's going -- One with SQL Server 2005 and one with Oracle 11g. Please note that Remedy is a 32 bit app so there is little point in running it a 64 bit os. Further, it is my experience that the 64 bit os's cause more grief than they are worth. You will need to use the 32bit drivers, so you kill any gains there. I have run it in a Win64 environment, and will strongly recommend against it in the future. All that said, 64bit DB's rock! John Rosquist Windward - Original Message From: Anoop Sasidharan [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, February 13, 2008 6:54:40 PM Subject: ARS6.03 on Linux +VM ** Dear Lister, We are planning to install remedy ars 6.03 on Linux64 Virtual Machine's. BMC says that they dont support ARS6.03 on VM. Has anyone tried this before and what are your observation? Thanks Anoop Fly HYD-BLR for Rs.499 Log on to MakeMyTrip! Check it out! __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HelpDesk Lite (was: Company Dropping Remedy)
Shawn, I think you are right on. Sharepoint is a compelling application. Infopath is not quite there, but a very good start. All that is needed is a flexible business rules engine and bingo! With 44Billion to toss around, (since yahoo didn'y bite), I sure that can get there if they want. BMC seems to want to reel in all the big fish first, while ignoring the middle market. IMO, Remedy (Corp) worked the otherway around -- the small fish then bigger fish, and then got gobbled up... Sad. John - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, February 14, 2008 12:16:09 PM Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Carey, I think that ideally, smaller businesses that want to use ARS (which BMC doesn't market aggressively enough) should pursue other options. There are vendors, some that post on here, that provide other ITSM suites that are cheaper, simpler, and are probably just as good if not better than the BMC applications. What you will probably see in the future is that Microsoft will eat BMC's lunch on small to mid-sized businesses within the next five years. We have people in my company that want to get rid of Remedy and go to an all-Microsoft solution (fortunately, those people don't have that much sway.) In the end though, you'll see ARS functionality replaced by Infopath and .NET for more complex development. You'll see their service management application tied in as part of Sharepoint but already integrated with MOM as the discovery suite for the CMDB and the alert system for changes and incidents. Microsoft is pursuing the market from the opposite side of what BMC is doing, but they'll eventually get the business you're talking about. If BMC started pushing ARS as one of their primary products, I think they would find a lot more clients. I can build something in ARS in one hour that would take at least a week for a .NET developer. BMC needs to advertise the fact that they have a development tool to build web enabled database-backed applications that can be cranked out much faster than .NET or Java. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, February 14, 2008 11:07 AM To: arslist@ARSLIST.ORG Subject: Re: HelpDesk Lite (was: Company Dropping Remedy) Candace, So does BMC consider Verizon to be a Small to Medium company? :) Just kidding. I think the point is that the BMC OOB applications are not targeted toward that market. However, there are other partners (and non partners) that offer applications built on ARS for any market for a given task. I do not know why BMC would expect any existing ARS customer to want to move away from what they already have/know to something that is (even in the words of the vendor selling both products) less powerful/robust? And then maybe move back to the product they left when their needs grow enough to warrant that power/robustness. However, we can only buy what they have to sell. If it does not satisfy, then we have no other choice but to look for something that will satisfy. With ARS we can either buy an application from another company or build it yourself. (At least there are options.) I wonder if there are any other companies out there that could sell you a Magic based application to do Process X for your company? If BMC does not fill the application need, then I would suggest that ARS customers turn to other vendors that are filling the need for them. Maybe it will still be ARS based, maybe not. But that is the risk that BMC takes when they provide no other options to their customers. (Switching from ARS to Magic or ARS to Oracle Applications may require the same amount of effort. The customer should consider all options.) I am sure BMC is aware of this condition. Obviously some existing (affected) customers will not like the options they have been given. [ Pay more(ITSM v7), or do more work(switch platforms) and get less] In short.. I think BMC is targeting new customers and mostly BIG customers at that. So the existing and/or smaller customers get the leftovers and may decide that what BMC has to offer is no longer good enough for them. Customer: Vote with your money. They will listen, or they will fade away into the distance with their head in the sand as you move your business to greener pastures. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Feb 14, 2008 at 10:41 AM, Decou, Candace M [EMAIL PROTECTED] wrote: ** And if it is Magic based and not ARS based, does that mean an entirely new implementation for my small size client who needs to upgrade from Help Desk 5.6? In other words, no upgrade path from where we are to where we need to go? What will happen to the other 8
Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
TLI error is a networking error. Given that the ARS server happens to be down at the time, it means that the client/midtier cannot connect to it. Turn SQL and API logging on. Look in the arerror.log in the db directory. Look at your db too. Call home to support to have them start working the issue too. John Rosquist Windward - Original Message From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, February 13, 2008 2:38:26 PM Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ? Hi, We are getting the same issues. When looking at the event logs and witnessing it happen, it looks like something is causing the Remedy service to restart by itself on our system. This causes a 2-4 minutes outage as the remedy service restarts itself. We are in the midst of troubleshooting. Anyone else with any ideas on how approach troubleshooting this? It really has us stumped here. Thanks On Feb 13, 11:41 am, Peter [EMAIL PROTECTED] wrote: We (2 admins) just experienced this exact error yesterday. I was just Emailing my network security folks to see if there are any security port scans that might be occuring. We're building our production 7.1 server so the fast and list tread count are default out of the box. I had a rpc connection error during the same time frame while loading SRM. On Feb 13, 8:43 am, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: Howdy listers, Yesterday, when submitting searches, we were being greeted by a strange error: AR ERR [90] Cannot establish a network connection to the AR System server: dhwrem (0) : RPC: Miscellaneous tli error - System error (connection refused) We could create new cases and modify existing cases, but we could not submit searches. I checked the arerror.log and there was nothing out of the ordinary, save for a bunch of SendEMail() 390620 : Parameter list for a function is empty messages, which are typical (yet unexplained) on our system. In a moment of panic, I increased the number of list and fast threads on our server and restarted the server. I haven't seen the error yet today but the morning is still young... Any one seen this before? TIA, Michael The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ?
Consider disabling escalations for a bit. Also, consider and evaluate the email engine. Are the emails in the queues very large. Are there LOTS of them? Unix or windows? Penetration testing will cause a remedy server to crash, but just once per scan event. John - Original Message From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, February 13, 2008 4:14:34 PM Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ? Did that.. and they are looking into it... Why would the remedy service suddenly restart? I can see it happen. I've seen it 3 times when people message me that it is down. I check the server and the remedy service restarts (not the sever but just the service) arerror.log doesn't seem to indicate anything other than the actual error users get. DB log file shows no errors. On Feb 13, 3:20 pm, john rosquist [EMAIL PROTECTED] wrote: TLI error is a networking error. Given that the ARS server happens to be down at the time, it means that the client/midtier cannot connect to it. Turn SQL and API logging on. Look in the arerror.log in the db directory. Look at your db too. Call home to support to have them start working the issue too. John Rosquist Windward - Original Message From: [EMAIL PROTECTED] [EMAIL PROTECTED] To: [EMAIL PROTECTED] Sent: Wednesday, February 13, 2008 2:38:26 PM Subject: Re: ARERR 90 - RPC: Miscellaneous TLI Error - System error ? Hi, We are getting the same issues. When looking at the event logs and witnessing it happen, it looks like something is causing the Remedy service to restart by itself on our system. This causes a 2-4 minutes outage as the remedy service restarts itself. We are in the midst of troubleshooting. Anyone else with any ideas on how approach troubleshooting this? It really has us stumped here. Thanks On Feb 13, 11:41 am, Peter [EMAIL PROTECTED] wrote: We (2 admins) just experienced this exact error yesterday. I was just Emailing my network security folks to see if there are any security port scans that might be occuring. We're building our production 7.1 server so the fast and list tread count are default out of the box. I had a rpc connection error during the same time frame while loading SRM. On Feb 13, 8:43 am, Durrant, Michael M. - ITSD [EMAIL PROTECTED] wrote: Howdy listers, Yesterday, when submitting searches, we were being greeted by a strange error: AR ERR [90] Cannot establish a network connection to the AR System server: dhwrem (0) : RPC: Miscellaneous tli error - System error (connection refused) We could create new cases and modify existing cases, but we could not submit searches. I checked the arerror.log and there was nothing out of the ordinary, save for a bunch of SendEMail() 390620 : Parameter list for a function is empty messages, which are typical (yet unexplained) on our system. In a moment of panic, I increased the number of list and fast threads on our server and restarted the server. I haven't seen the error yet today but the morning is still young... Any one seen this before? TIA, Michael The information contained in this email may be privileged, confidential or otherwise protected from disclosure. All persons are advised that they may face penalties under state and federal law for sharing this information with unauthorized individuals. If you received this email in error, please reply to the sender that you have received this information in error. Also, please delete this email after replying to the sender. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist:Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are ____ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org Platinum Sponsor:www.rmsportal.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives
Re: User Form ARS 7.0.01
If you have the People form, you should use it. You should be able to modify the region menu to accomplish your goals. Another one might be the site group. Alternatively, add a menu item to the people form. Modifying the core form is strongly discouraged. If you are really insisting on using the user form, you can, but be careful and use good programming practices. Pay attention that your customizations on all future patches and upgrades continue to work. John Rosquist Windward - Original Message From: Mayfield, Andy L. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, February 11, 2008 9:36:25 AM Subject: User Form ARS 7.0.01 Good Morning All, I am thinking of adding a field to the user form to help with sorting technicians by geographical areas (North, South, East, West). Does anyone know of any gotcha's with this? Are there any reasons why I should not do this? Thanks, Andy L. Mayfield Sr. System Operation Specialist Alabama Power Company Office: 205-226-1805 Cell: 205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Version 7....
Richard, Some comments ...(from a consultant prospective) ARServer is the OS. From there, you install applications, just like ms office. In the old days, remedy shipped a rough helpdesk apps, but not anymore. See the remedy compatibility matrix to understand what applications are supported be which version of remedy. There are issues. Try to distinguish the Server from the Applications. It helps reduce the confusion as to the question and its context. You are faced with essentially two options: move to ARS server 7.1 with your old applications or move to ARS server 7.1 with 7.1 applications. Migrating your apps to a 7.1 Server base, is an upgrade that is feasible, but at best a stopgap measure (IMO). Re-engineer your system to 7.1 Server and Applications is a major undertaking. It is incredibly complex and not easily modified. You can do this yourself but it will take time and expertise. I strongly recommend you take the Admin 3 and ITSM application courses, in either case. Plan on it taking 6 months to a year (Conservative). It is hard to really define this well and mileage varies with requirements. Plan on ITSM/Server being a full time job for one or more people. You may get lucky here. As Roger said, TEST, TEST, and TEST. John Rosquist Windward - Original Message From: Richard Copits [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, February 1, 2008 9:36:07 AM Subject: Re: Remedy Version 7 ** Thank you. Maybe I’m confused…. we currently have ARS 6.03 with ARServer 6.03 I believe (I’m new to all of this…) They are using the help desk application which has been pretty extensively customized. We use the Mid-tier software for web access by users. If we install ARserver 7.x, does it come with the help desk set of modules – which we’d have to customize like we did with 6.x or has the help desk feature been “absorbed/bundled” into the ITIL Service Desk application? We’re a State Organization and were just presented with the “opportunity” to plan the possible upgrade of the existing Remedy system (server and help desk application) to version 7 so I’m still trying to figure out/sort out what goes with what/what runs on what, etc. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nall, Roger Sent: Friday, February 01, 2008 9:25 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Version 7 ** Hello Richard, First of all welcome to the List. We all hope you will enjoy your experience with this group. Now that we have the niceties out of the way we can get to your questions. I am certain that you will receive many replies to your email. Unfortunately because this is your first posting there is some basic information that will help everyone in trying to give you a helpful answer. When posting a request to the list you should include the following information: ARS Version Mid-Tier Version (if appropriate) DB and Version OS Version OOB Application Version (if appropriate) Now as to your specific questions: Which version of 7 are you talking about, 7.0, 7.01, or 7.1? Training is good but may not be necessary. It depends on your ability to grasp the material from a manual. That depends on the size of you system. Personally it is a full time job here at T-Mobile. Again that depends on a whole set of factors. If you are talking about ITSM the frustration level can be high. There is a world of difference between ITSM v6x and 7x. Again it depends on your system and budget. I have not personally worked with 7.1 at all so I can not speak to that version. I can only say that there are major changes between 7.0x and 7.1 especially to the admin interface. There are many of us who have our own set of processes that we use when a new version is released so you will get many opinions. Here is my philosophy: Never upgrade to the current Major version when it is released. Too many bugs in my opinion. Wait for the first feature patch version. Don’t be in hurry to install a bug patch as soon as it is released unless you are experiencing issues which the patch addresses. In other words, if it ain’t broke don’t fix it. Test, test, test and test some more Hopefully this will help. It is early in the day but I would expect this to generate a lot of replies. Good luck. Roger A. Nall Manager, OSSNMS Remedy T-Mobile, USA Desk: 813-348-2556 Cell: 973-652-6723 FAX: 813-348-2565 sf49fanv AIM IM RogerNall Yahoo IM From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Friday, February 01, 2008 8:45 AM To: arslist@ARSLIST.ORG Subject: Remedy Version 7 I’m new to the list and would like to ask some questions. Replies can be sent offlist if you wish…. We have Remedy 6.x and have been asked to evaluate version 7. My questions are: 1. How long did it take you to bring up version 7? 2. Did you have to go
Re: Virtualizing Remedy
I have it in a VM ware server 1 instance on a 3.0 GHz box with 4 GB ram. 1 image with the database (SQL Server 2005) in the same image with 1GB allocated to it runs OK for just me. Adding 3 more images on the server and they all crawl. Oh yea, it is a 7.1 server with all the ITSM 7.1 apps. Sun and linux have an alternate method of virtualization that is worth looking into for Remedy. The VMware ESX with VMmotion is a compelling solution for disaster recovery and high availability, but I think it requires150 to 200% faster hardware than normal. I am trying to get this tested, but I have not succeeded. I think that it is a better solution for replicating ITSM 7 environments that using DSO. any comments??? John Rosquist Windward - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, February 1, 2008 3:52:09 PM Subject: Re: Virtualizing Remedy ** We’ve tried it for development, and it is too slow, even on a very powerful machine with no other active VMs on it. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Steven Pataray Sent: Friday, February 01, 2008 2:23 PM To: arslist@ARSLIST.ORG Subject: Virtualizing Remedy ** Our company is starting to get heavy on creating Virtual Servers but none are production worthy yet because of the hardware on the physical server. How close are other companies getting where Virtualization for production machines are a reality? We are using Microsoft Virtual Servers at work but at home I play with Vmware products IMHO is better. I'd really like to get to the point where I can run a production Remedy server on a Virtual server so Disaster Recovery is as quick and cheap as a copy/paste. Or an production installation is as easy a download. Steve AR Server: 6.03.00 patch 023 Mid-Tier Patch 21 Oracle 10gR1 HelpDesk 6.03 __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: AR Escalator running on one thread
Chanan, In 6.3 escalation will only run on 1 thread. See the doc ... Under ARS 7.1 there can be multible escalation threads. It works a bit different than usual. There is a private thread with the standard escalation thread number of 390603. You set the maximum number of threads to be what you want. I believe, that you should set min=max for this. (7.1 Configuring, p24, p27, et al) This works up to the max db connections that are set. Be sure to check this or thread starvation will occur. John Rosquist Windward - Original Message From: Chanan Berler [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, January 17, 2008 4:42:23 AM Subject: AR Escalator running on one thread Hello All, I got AR Server 6.3 installed on my unix, and currently all escalation are running on one thread... Is it possible for it to run on more then one thread? is it configurable? If I need 2 or more escalation to run as the same time, is it possible to do so? Thanks Chanan -- View this message in context: http://www.nabble.com/AR-Escalator-running-on-one-thread-tp14915333p14915333.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Socket Error
RPC errors tend to be networking in nature. Either you are having trouble seeing the remedy server or it is having trouble seeing the db server. Try putting in the ip of the remedy server in the user/admin too in place if the server name. If it work, then look into your DNS resolution. John Rosquist Windward - Original Message From: Saurabh Mehta [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, January 14, 2008 9:38:21 AM Subject: Re: Socket Error Hi Mohan, Thanks for your reply. But, I do not have any preference server entered in the login window. Regards, Saurabh Mohan wrote: Check to see if you don't have a preference server entered in the remedy login window of the problematic computer. thanks, Mohan Sent from my iPhone On Jan 14, 2008, at 7:26 AM, Saurabh Mehta [EMAIL PROTECTED] wrote: ** Hi List, I am facing a strange situation when I am trying to access remedy server. Details are: 1. When I am trying to access remedy server from the very same machine i am getting the following error (from both user client tool and admin tool) ARERR [90] Cannot establish a network connection to the AR System server : RMDV01 : RPC: Miscellaneous tli error - System error (Socket error - 10055) user: Demo, server: RMDV01 2. But when I am trying to access the same through some different machine I am able to access my remedy server without any issues. Both the machine have client tools installation done by very same binary files. No errors at all there in installations log. I am on ARS 7.1 running on a specific port with ITSM 7.0.3 on Windows Server 2003 EE, Microsoft SQL Server 2005. Please suggest what i can do to resolve the same. What I have tried till now: 1. Restart of services (some times it helps but only for few minutes) 2. Reinstallation of client tools in different drives 3. Removal of arv and arf files But nothing seems to be resolving my problem. Looking for your views. Thanks Saurabh __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ DISCLAIMER: --- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. --- ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7.1 question
Chris, Welcome to the world of Multi-Tenancy. This feature was first introduced in ITSP 4 and migrated to ITSM 7.x, so it is a bit new. Multi-tenancy—This makes it possible to host multiple companies and their data on a single server. This feature can also be used for any groups, such as business units or departments, whose data must be kept separate. Multi-tenancy is limited to the company level in Incident Management. Configuration can differ on a per-company basis. Multi-tenancy from the user’s perspective is accessed by selecting the appropriate company from the list next to the Company field. You really need to read how this works in the manual. It does do a good job, but it restricts your life completely there after. Pick the setting that matches your business model best and then look at what works and doesn't. Hope this helps. John Rosquist Windward - Original Message From: Moore, Chris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, January 11, 2008 3:26:19 PM Subject: ITSM 7.1 question ** Hey everyone- Our company is one which primarily provides support to other companies. I’ve been setting everything up in 7.1 and have hit a snag. There is a company to which we provide support. That company has many sub companies. There is basically one woman in charge of all those accounts. I made a company entry for the parent company, and one for each sub company. The parent company is in the organization of the sub companies. I made her record in the parent company, but gave her access to all the sub companies. Most of those sub companies do not have any contacts besides her. If I log in as her to put in a ticket for a sub company, I cannot change the company field to one of them. An administrator cannot change the company after the ticket is created either. Anyone have any idea how do accomplish something like this? I don’t want to give her multiple logins for each company. I considered making the sub companies sites rather than separate companies, but you cannot control access by site, only company- though if that’s the only way I guess this one company could be an exception. Thanks, Chris __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Remedy Performance Monitoring
Kathy, Look into RRR|Log. Other ways involve measuring database performance and ar server performance thus indirectly ARS performance. Use the windows tool for this. If you are on unix there are similar, but better, tools. You can disect the api log for this information, but it is painful. John Rosquist Windward - Original Message From: Kathy Morris [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, January 10, 2008 12:43:08 PM Subject: Remedy Performance Monitoring ** Hi, I was curious what other people are doing to measure performance. We are having some performance issues. I know we can run Remedy logging (SQL, etc.). Is there a tool that we can use to capture these performance issues. Also do most people use a separate Reporting Server to run reports? Start the year off right. Easy ways to stay in shape in the new year. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Server Sizing Guidance ... Urgent
Joe's commets mirror my experience, but with large database and log files. 2GB+ minimums. 64 bit OS do not seem to yield positive results with remedy. Unix/Linux does seem to process, scale, or respond better, if you can support them. Ensuring the database has enough RAM is critical. More so, is that the physical database design does not have any bottlenects. At one place I worked, all the databased had a shared filesystem and it eventually crippled the systems during backups. Ars Server memory usage is also impacted by the number of fast, list and private threads you run. Read how this memory allocation is determined and account for it in you memory calculations. Modern virtual environments require *More* resources but provide some amazing options. You can spread AIE load over non-remedy servers, if that helps, to manage resources better. John Rosquist Windward - Original Message From: Joe D'Souza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, January 7, 2008 2:03:10 AM Subject: Re: Server Sizing Guidance ... Urgent ** With that kind of configuration I would go with at least 3 servers in a server group - considering you have at least 300+ concurrent users. Each single instance with at least 4 GB RAM, an initial data file size of at least 1 GB and a log size of about the same.. With that being said, your site is a better candidate for a UNIX operating system instead of Windows. When it comes to large volume users and high volume transactions, I'm not quite that confident about Windows.. There may be a few who would disagree with me as yes there are sites out there handling pretty high transaction volumes on Windows using MS-SQL. If you are having virtualized environment, I'd like to warn you about performance issues I have faced on VMWare where the instances didn't get the necessary horse power needed to run the applications (almost a similar environment like you mention).. And recently have considered standalone servers instead of virtual servers running on VMWare.. Hope this helps... Joe PS: In actual practice the minimum recommended RAM for the AR Server and apps seldom work and maybe ok for demo environments.. go almost double the documented recommendations.. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Naveen Kaushik Sent: Sunday, January 06, 2008 11:49 PM To: arslist@ARSLIST.ORG Subject: Server Sizing Guidance ... Urgent Importance: High ** Hi Lists, I need an urgent help regarding remedy server’s sizing. We need to implement IM, PM, CM and SLM modules and there are significant customizations in IM and CM modules. Along with that the CMDB will be significantly customized to cater to above four modules. Also the AIE integration with CMDB to populate it from 3 to 5 discovery tools and ARDBC integration with AD are in scope. Also 300+ Concurrent users will be using the ITSM modules on first go live. The environment is Windows 2003 EE SP 2, SQL Server 2005 EE, ITSM 7.0.2 and CMDB 2.1. I am urgently looking for a document/theory/calculation matrix which can guide me to give the hardware requirements (Most Significant is PRIMARY MEMORY) for a QA and Production Server on Virtualized environment. There will be 6 boxes on a big virtualized box and there will be three pair that will act as Database, Web and Application server for QA and Production environment. The knowledge I have is: RAM :- 2 GB for AR Server + 1 GB for Mid-tier + 2 GB for each Major ITSM module (from ARS Docs), but I need plenty of FACTS and INFORMATION to give a concrete base for asking the Hardware which can cater my requirements and satisfy a really tough customer. After all my searches now I rely on the vast experience of this list to give some pointers or some guide. Please help! Thanks in advance Regards Naveen Kaushik __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Move Remedy server to Hardware with ITSM 7.1
From experience, Document how the old install was executed. Then, on the new system, do it the exact same way. After the install you can detach and reattach the databases. ITSM 7 seems to be very sensitive to the OS footprint differences. The comments below are also very good. John Rosquist Windward - Original Message From: Carey Matthew Black [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, December 13, 2007 2:44:22 PM Subject: Re: Move Remedy server to Hardware with ITSM 7.1 Rezaul, I think the location of the DB is key here. Also if the file system are going to be laid out the same. Then you have to deal with the ARS server key. In general I think you can get away with this... but I have not had a need to do it yet on v7.1, nor with ITSM v7.1: 1) Install just the ARS server on the new hardware against a junk DB. 2) Get the host ID and acquire the new ARS server product key(s) for the new host. 3) Stop the ARS server 4) copy over all of the OS dirs from current prod to new prod 5) Start the ARS server I am sure there are more subtle things like network firewalls and Email Engine configs that likely need to be checked if the IP or hostname will also be changing. However those could be eliminated if you also swap the hosts network identities at the cut over point. In general... I think it should work, and your cut over time might even be minimal. (Stop ARS server on current, do DNS stuff, Start ARS server on new.) HTH -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Dec 13, 2007 12:08 PM, Haque, Rezaul R [EMAIL PROTECTED] wrote: ** Our current platform is Sun Solaris patch 5.9 old hardware. We are moving to Sun T2000 powerful CPU and 16 gb mem, dual core proc. My question is last time we install Full Remedy Application with ITSM suite 7.1 with CMDB 2.0 it took us 5 working days. Is there a way that we can put the image to the new server and change some configuration instead of installing the whole application, since it will be same os and patch level ( hardware and application). Little help will be appreciated. Thanks Rezaul ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Looking for last minute shopping deals? Find them fast with Yahoo! Search. http://tools.search.yahoo.com/newsearch/category.php?category=shopping ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: HPD:IncidentInterface_Create Question
I did not have to do that. It just worked normally. John Rosquist Windward - Original Message From: Roger Justice [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, January 3, 2008 2:45:42 PM Subject: Re: HPD:IncidentInterface_Create Question ** I worked with a client that created a Web entry form and the developer did not have add that entry. -Original Message- From: Jase Brandon [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thu, 3 Jan 2008 2:33 pm Subject: HPD:IncidentInterface_Create Question ** Hello All, ARS 7.0.01 Patch 2 Has anyone used the HPD:Interface_Create Form/email template to create an incident from an email yet? My specific question is, Do you have to add the 'Z1D_Action' with a keyword value of CREATE into the .arm file? The documentation says you have to use that field with the keyword CREATE, and states that Keyword triggers workflow that iniates the submit action. I looked through all form related filters and didn't see anything referencing that. I haven't tested my shiny new .arm file yet, our development server is currently unavailable. Just thought someone may have already tackled this. Thanks in Advance, Jase __20060125___This posting was submitted with HTML in it___ More new features than ever. Check out the new AOL Mail! __20060125___This posting was submitted with HTML in it___ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Help with new 7.1 install
I agree. It is more a DB or OS issue. John - Original Message From: Axton [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, December 12, 2007 9:09:46 AM Subject: Re: Help with new 7.1 install This is nothing to worry about as long as the limits are set high enough: ./arsystem: line 369: ulimit: open files: cannot modify limit: Operation not permitted This is a problem with the Oracle instance or the file permissions of the client on the ars host: ORA-27101: shared memory realm does not exist Best way to troubleshoot this is to connect with sql*plus as the remedy owner user. Axton Grams On Dec 12, 2007 8:26 AM, Barber, Sue [EMAIL PROTECTED] wrote: ** Hello, We are trying to install a new server – version 7.1, patch 1, Linux OS (Red Hat Enterprise Linux 4 Update 5). Sequence of events: Was told the patch was a full install, so tried that….then we installed version 7 as an overwrite, installed the approval server to eliminate the ARAPPNOTE 4501 and ARAPPERR 4583 messages. Installed patch 1, approval errors came back, but we connected (the one and only time) with the user tool, attempted to re-install approval server to re-eliminate the ARAPPNOTES and then started getting the below again ( we have seen these messages throughout the install) Have a ticket in to BMC, but I don't think they understand what the problem is: $ ./arsystem start ./arsystem: line 369: ulimit: open files: cannot modify limit: Operation not permitted Action Request System initializing. Starting AR System Server (ARNOTE 0) AR Monitor version 7.1.00 Patch 001 200711161033 started. (ARNOTE 0) AR Monitor started. (ARNOTE 0) ARMonitor child process (pid:4544) started. ./arserverd server: locale=[[ en_US.utf8 ]], LANG=[[ en_US.utf8 ]] NLS_LANG=[[ american_america.AL32UTF8 ]] Action Request System(R) Server Version 7.1.00 Patch 001 200711161033 (c) Copyright 1991-2007 BMC Software, Inc. 390600 : SQL database is not available -- will retry connection (ARNOTE 590) ORA-01034: ORACLE not available ORA-27101: shared memory realm does not exist Linux-x86_64 Error: 2: No such file or directory Action Request System initialization is complete. Any suggestions? Sue __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Recon job not merging correctly
I am having trouble getting my reconsilliation job to move, via merge, data from the SANDBOX dataset to the ASSET dataset. The job seems to work. Reconsilliation Id's are set, but new data is not pushed throught to ASSET. Has anyone experienced this before? Thanks, John Rosquist Windward Consulting Never miss a thing. Make Yahoo your home page. http://www.yahoo.com/r/hs ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: API Submitting Tickets
VERY COOL! This has been driving me nuts for a while! Sad to say, Remedy Support didn't seem to know about it. John - Original Message From: Jarl Grøneng [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, October 18, 2007 2:26:02 AM Subject: Re: API Submitting Tickets If your on ITSM 7 you find it easier to submit into the form: HPD:IncidentInterface_Create. This will handle all the issues you encounter. -- Jarl On 10/17/07, Ben Cantatore [EMAIL PROTECTED] wrote: ** We have a vendor that does an automated task. Through an API we'd like them to submit a helpdesk ticket as that task occurs. In preparation of setting that up we were running through inputting the values into helpdesk. On submit we get the error message that the Incident Number is required. I see that HPD:INC:GIN_010_SetINCNumber-P does a push/set actions to populate this information. HPD:HII:CreateIncident_010_SetINCNumber`! does the same for HPD:IncidentInterface_Create. I'm fairly certain someone has an api submitting tickets, what's the trick here? Do you have your API create an entry into HPD:CFG Ticket Num Generator, then retrieve $LASTID$ and then submit? Ben Cantatore Remedy Administrator Avon (914) 935-2946 __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Incident Problem...Separate Purchases?
The requestor console is intended to be a light weight free front end to incident and change so that users can submit ticket and query for results with out needing an app license. That said, it is practically useless, unless that is all you want or need. Incident and Problem are bundled together under the service desk banner. John - Original Message From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, September 26, 2007 2:55:36 PM Subject: Re: Incident Problem...Separate Purchases? Thanks... You know, I've seen the Requester Console, and to me it doesn't look like it's intended to be used by an end user (customer). Am I right? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Don Simmons Sent: Wednesday, September 26, 2007 1:53 PM To: arslist@ARSLIST.ORG Subject: Re: Incident Problem...Separate Purchases? The Requester Console can be used with just a read license. The user will have access to Approval Central and Requester Console form the Home Page. They will be able to submit Change and Incident request. They can also view their submitted request. Don Date: Wed, 26 Sep 2007 13:14:05 -0500 From: [EMAIL PROTECTED] Subject: Re: Incident Problem...Separate Purchases? To: arslist@ARSLIST.ORG Is David correct? Can the Requester Console *not* be used with just Read licenses? Do you need write licenses (i.e., purchased) licenses to access it? So is SRM the product intended to be used by end users (customers) to submit tickets? And I've heard from others that Problem and Incident are licensed separately. If they're bundled into Service Desk, why are they licensed separately? -Original Message- From: Action Request System discussion ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=listsid=396545469 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: OT -- Sort Of: Computerworld reports on ITIL
Fascinating thread. Having been in Remedy for the past 9 years, off and on again, I am not really surprised at the advent of an ITIL standard. Pre Version 7 version of Remedy have been driving at the ITIL goals for quite a while. I fact, I would say that the ITIL folks stole their ideas from Remedy, but ... Having seen ITSM 7 roll out, in a very large corporation with SARBOX constraints and a mature change management process defined, I think it is a good tool. That company could afford to spend the mega bucks for the tool and its care and feeding, because it supported their need to demonstrate SARBOX compliance. I am currently fielding ITSM 7 for a smaller organization with out a rich change control process. They are adopting the tool because their sup-piers requires ITIL like processes. They purchased ITSM 7 because they felt that it would give them those processes. My inclination was they are wrong, but I have come to see they staff change and adopt more ITIL like processes. Also their supplier has certified that as being ITIL like compliant. This is work mega bucks to them and worth all the pain it took to get there. I think what is important here is that people choose a way of doing business and stick to it. In both of these cases it is IT aligning with the business, because the business told them to do so. Does ITIL save money -- probably not, Does ITIL saving time -- probably not, Does ITIL save energy -- not yet, we are still spinning wheels, Does ITIL make your SOX compliant -- probably not, Does ITIL make sense -- All the executives I have met think so. To me, the complexity of ITSM 7 and all the rules and rigor can be counterproductive. It is definitely very costly. It is also important to remember that ITSM 7 is not a true Remedy/BMC product but a purchased one. Speculating, It was purchased to make the product ITIL compliant, which unfortunately with some tweaking the old one would have been too. We have to like with it until BMC can remove all the bugs and streamline it more. John Rosquist Windward Consulting - Original Message From: Scott Parrish [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, September 20, 2007 9:48:42 AM Subject: Re: OT -- Sort Of: Computerworld reports on ITIL No Norm, re-read your post. It begins: 100% correct. Not partially correct, not I agree with you that change costs money Your statement is 100% correct. Which means you back his entire post. Within that post Patrick makes the statements that I allude to below. So again, you have gone beyond skepticism to stating fact and I would like for you to produce the same documentation/case studies as you implore others to provide. Scott Parrish IT Prophets, LLC (770) 653-5203 http://www.itprophets.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: Thursday, September 20, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: OT -- Sort Of: Computerworld reports on ITIL Woah! Hold the phone! You've been fair in quoting me up until this point. My point is, and I'll state it again, I believe it is irresponsible for people to make statements about something, such as ITIL in this instance, that they have no proof of. Norm stated that he thought Patrick's comments were 100% correct. Patrick's comments were that 1. ITIL doesn't save money 2. ITIL doesn't save time 3. ITIL doesn't save energy 4. ITL doesn't make sense My exact word-for-word statement was this: And Pat is right--all change costs money at some point in the change process. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7: On-Call and Shift Functionality question
Yes, your observation that the system in incoherant is correct. Though the problem goes deeper than you indicate. At the person (people form) you cannot modify your global notification preferences. You can only add to notification records to your person/notification record (and then change and delete it). The System administrator can only modify the global records. To force the system to use the regular user/people record defaults, set the global notification method to none. (cross fingers here) So you ask, why have global notification records, if to get them to work you turn them off. Go figure. It turns out that the system then looks up the users actual notification preference and uses it. (Again, cross fingers, because I have not figured out how it does this) The group shift functionality seems to be underdeveloped or a partial thaught. It does not seem to work even though you can actually configure it. I really hope the BMC will modernize this bit a antiquated code. I am not sure that Cereal is strong enough. I have taken up playing unreal as dropdeadfred. Good luck! John Rosquist - Original Message From: Rabi Tripathi [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 14, 2007 8:55:13 AM Subject: ITSM 7: On-Call and Shift Functionality question Somebody please explain to me the On-Call Group flag on CTM:SupportGroup form. This is what I understand: 1)If the flag is set, there is always corresponding record(s) in CTM:Support Group OnCall form of type individual or group. 2)If a group is flagged as on call, only pager notification as per OnCall settings are sent on assignment, not regular email, alert notifications. I find this VERY FUNNY and hope not true, but that's what I see in the workflow. 3)When doing on-call paging, the Paging Times specified through On Call tab of CTM:SupportGroup form is all that's taken into account;the info in Business Hours/Workdays tab of the CTM:SupportGroup is completely ignored. Can anybody confirm/correct my understanding? About Support Group Shift functionality, the configure book has this in its index, but the corresponding page has no info. I don't know from where you set this and what good does it do to anybody. I'm hoping it's not tied to OnCall feature. Anybody knows the secret to this feature? Thanks guys. PS: I'm going to try to bury myself in my breakfast cereal for a while and let those parts of my brain swollen red trying to decipher ITSM 7 recover for a while. Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos more. http://mobile.yahoo.com/go?refer=1GNXIC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Hey gang!
There are two places to check. One is in the ODBC driver.(be sure the 2 middle options are checked). Second the report can be written to store the user's credientials. Be sure to disable this, if it is there. john - Original Message From: Payne, George [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 14, 2007 2:25:40 PM Subject: Re: Hey gang! ** Hey Ben, Good suggestion. Running a report directly from Crystal Report Designer does NOT cause problems. I’m prompted for the user’s credentials in the ARSystem ODBC driver and it accepts them just fine. Does the ARSystem cache the user’s password somewhere to use when running a Crystal Report? Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG ] On Behalf Of Ben Cantatore Sent: Friday, September 14, 2007 1:02 PM To: arslist@ARSLIST.ORG Subject: Re: Hey gang! ** If you have Crystal Report Designer, I'd bring up the report in crystal and run the report from there with the problematic user's credentials. See if the problem occurs there. Ben Cantatore Remedy Administrator Avon (914) 935-2946 Payne, George [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 09/14/2007 01:36 PM Please respond to arslist@ARSLIST.ORG [EMAIL PROTECTED] cc SubjectHey gang! ** Ok…I’m a little buffaloed by this one, but I think I’ve nailed it down; at least a little bit: Server: 7.0.01 P02 on UNIX ITSM: 7.0 DB: Oracle 10g also on UNIX Users are usually authenticated with their Active Directory credentials when the AR System password is left blank. UserA is able to run Crystal Reports just fine and UserB gets an ARERROR 9014 using the same machine and the same client. The users have IDENTICAL security profiles within Remedy. What it comes down to is that UserB has a “;” in his password. The “;” passes authentication to the AR System just fine, but it causes an error running a Crystal Report. Is the password stored as a Global or Session Variable so that it can be supplied when needed by the Crystal Reports engine? I was able to reproduce this by entering a password directly into CTM:People with a “;” in the password. The user can login and do anything else they want to do in the system, EXCEPT run a Crystal Report. Is this a bug in Remedy or Crystal ?? Thanks, Gp George Payne Corporate Applications Developer Electric Reliability Council of Texas (512) 248-3940 [EMAIL PROTECTED] __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=listsid=396545469 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: BMC Support
There is another model that BMC is selling now. Have anyone tried ONLY getting your support from a 3rd party, partner? 2/3rds of the time ther person speek english and is increadibly sharp. The other third they speak great english. Best of all they escalate to remedy engineering for you and it only takes about a day to get there! Of the 6 or so ITSM 7 features I have given them, they have solved 5. I am still waiting for the 6th. So, now, if you don't like calling home to remedy aka BMC, there is an alternative. John - Original Message From: Shellman, David [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, September 14, 2007 7:04:09 PM Subject: Re: BMC Support I forwarded you email on. In our earlier conversation be said that he would be at User World. I agree we need to have some faith restored. That was what lead to our intial conversation. Again it came about through our sales rep. We've have been lucky at times there. We have lost him again though. Dave -- [EMAIL PROTECTED] (Wireless) - Original Message - From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Sent: Fri Sep 14 18:22:00 2007 Subject: Re: BMC Support ** That's great, Dave. Perhaps BMC could restore some of the information they USED to have on the support site regarding escalation manager contact points. I know most of the ones they used to have, but who knows who's still there any more. If some of what we're saying here is based on false assumptions, the way for them to fix that is by telling us what they're doing about the problems - and then back that up with some measurable indicators of success from the customer's point of view. That helps us to know that they're listening and that they're fixing the problem(s). I look forward to that type of response. Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Friday, September 14, 2007 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** I have been in touch with an individual (not Doug) at BMC/Remedy concerning this thread. He called me two or three months ago concerning issues I was seeing in general. I sent him an email about the statement that was in Warren's email. I immediately got a call. I think my finger had barely come of the mouse button. He said that it wasn't true. BMC/Remedy support is making changes to address many of these concerns. I forwarded Warren's email to him along with the slew that came in over the last few minutes. I also suggested that BMC/Remedy make some kind of statement concerning support, escalation processes, etc to help us understand our rights. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: Friday, September 14, 2007 4:42 PM To: arslist@ARSLIST.ORG Subject: Re: BMC Support ** Hi Warren, The Fast Track support is now an utter farce. We used to have Remedy's Express Support where we were contacted in 4 hours or less, usually far less. Now there are different tears of Fast-Track I am not sure but I think its like this... Low priority tear... whenever or 12 hours whichever comes last. Then the Medium tears 8 - 12 hours, then the High tears... 4-8 hours, and finally critical tears 4 hours or less. All of which has us shedding tears for the former service excellence we once experienced. When we looked at ITSM7 and ESS the point our BMC rep pushed was that we could count on their support. That may have been true in the past but now well when we had some troubles recently and could no longer wait on our fast-track support Bouyant's people stepped up to the plate as a courtesy. Good thing they couldn't be relied on like BMC to make us wait for an email. They just conference called and got to the root of the matter. Gidd you're a model of inefficiency lol. Lately under Jorge Batista they are making an effort, but the blame I believe falls higher up for this new Fast Track policy. Its awful business and awfully bad for the customer. Its not pushing customers to find a channel partner for support, but rather a new application entirely. They need wise up soon. Best Regards, Tom Altamore - Original Message - From: Warren Baltimore Date: Friday, September 14, 2007 3:10 pm Subject: Re: BMC Support To: arslist@ARSLIST.ORG Ron, That sounds eerily familar! I know that I'll be bringing this up at UserWorld. I hope others do as well BMC is doing a pretty good job of draining Remedy dry Really building up the good will guys! Way to go! Warren On 9/14/07, Smith, Ron wrote: ** Warren, I feel your pain. I had an issue with setting up the Email Engine for Incoming emails. It would just stop for no apparent
Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.
I think that there are a couple of problems here. My clients do not want customizations to the ITSM 7 suite. In fact, there are largely forbiding it and are trying to change business process around the ITSM suite. Second, they was the ITIL compliant stamp. They are purchasing hte Remedy ITSM 7 product to get ITIL compliance, even if their business or business process are poorly model in the tool, thus the eventual customizations. I do not think that there are many new remedy developer/admins that are going to decode the suite easily or effectively. John - Original Message From: Jim Fox [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, September 13, 2007 10:42:51 AM Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. Right, why do so many people keep missing this point. Anybody think Linux is eating Microsoft's lunch yet (as predicted)? Fluxman -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kaiser Norm E CIV USAF 96 CS/SCCE Sent: 09/13/2007 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. Mark my words--Microsoft will emerge as the winner of this battle. They have too much going for them in traditional network settings. Specifically, they are the makers of SMS and Active Directory. Integrating with those products--which largely exist on most networks already--will be a piece of cake. The integration will be seamless. It will be a no brainer for large companies to use the Microsoft product. No plug-ins, go-betweens, integration engines, connectors, data duplicators, third party import tools, vendor forms, etc. to configure and maintain. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: Thursday, September 13, 2007 8:53 AM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. ** I've looked into the Microsoft products, and I seriously doubt that they will be able to compete with ITSM. Microsoft's focus is more on monitoring changes than the actual change management process. I suspect that they might end up being ok for server changes, but they won't be able to handle network or code changes (not that ITSM's Change Management works well for programming changes either.) There are small companies out there with ASP and JSP based solutions that can do a lot of the ITSM functions much better than BMC's ITSM suite. The only advantage BMC has going for them, that they are basically throwing away, is the customizability. I doubt that Microsoft's product would ever be as customizable as ITSM is even today after all the changes. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Wednesday, September 12, 2007 5:21 PM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. ** random speculation It seems like some of the Windows-based Remedy ARS folks are honing their .NET skills, which will help them if their organizations move from Remedy to Microsoft System Center Service Manager once it becomes a mature piece of their System Center suite. I suspect that a lot of IT managers will take a serious look at the cost comparison in a couple of years, once all of the System Center (2007/8 versions of SMS 2003, etc.) are well established in their infrastructures; I know ours will. At that point, the BMC push to packaged apps over custom (or reasonably customizable) apps may begin to hurt them, as comparable packaged solutions with local extensibility begin to compete at lower price points. ARS admins will have been reduced to tiptoeing around the fringe of the dark (and dangerous) bowels of ITSM, and be less able to deliver the kind of deep adaptations to our environments that were the strength of the platform in the past. /random speculation On a more serious note, I would do almost anything to get my hands on an honest-to-gosh, working version of MasterARSuite for ARS 7.1, even if all they did was update the old one to recognize the new definitions and programming features. It was by far the best diagnostic and troubleshooting tool I ever had, and made it much easier to judge the implications of any proposed customizations - which today are more of a trial, error, log, fix, and try again process. And that is just nibbling around the fringes of ITSM 7. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center P.S. No tarring or feathering, please - I'm just speculating since this thread has degenerated enough to leave us writhing
Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count.
Sad :-)) I have spend 4 long months with ITSM 7. I have succeeded in becoming a good configurator -- even CMDB knowledgable. Once unpon a time, I was a remedy developer, and before that a software engineer. Now, ... Sync works reasonable well, but will take a while to return. Logging will work, if you can limit the scope. I do not think it is practical to try and eat the elephant, I mean , learn ITSM 7, in one whole swoop. You need to learn the various facets that will impact your fielding of the product. For example, the notification system as it applies to incident. it is 10 or so forms and a whole bunch of workflow, but at least it is possible. IMO dev is useless. MARS is much better, but mostly a dead product. It seems that time is what it takes to crack it. Tools are helpful, but alone they will not tell you what you need to know to use the product. There is no silver bullet. Stop looking for one and take the time to learn the product systematically. I predict that Performace will eventually kill ITSM 7. It is slugish running on a 64bit 8gb, 8 way apps server with a 64 bit, 8gb ram 8 way sql server 2005 backend. Oh yea, it is 95% OOTB. Any performace advice? Venturing another observation, ITSM 7 (aspects) is very much based on old techniques. Who uses pagers anymore, so why base the bulk of your notification engine on a pager interface or the notifier tool! Agh. Ok so much for the rant.. John Rosquist - Original Message From: Kaiser Norm E CIV USAF 96 CS/SCCE [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, September 12, 2007 2:18:51 PM Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. Yes. Funny you say that--my colleague and I were just commenting on that fact last week. True Remedy developers are a dying breed... -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Drew Shuller Sent: Wednesday, September 12, 2007 1:17 PM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. Anyone working with ITSM is no longer considered a developer - now they are a configurator. drew On Wed, 12 Sep 2007, Kaiser Norm E CIV USAF 96 CS/SCCE wrote: I tend to agree both with Gary and with Rabi. Remedy has completely gotten away from its original premise--Rapid Application Development that can be done by non-Software Engineers. Now BMC is using its simple point and click development tool to build enterprise management suites that cause the developer to do the clickety-click clickety-click clickety-click that Rabi described. ITSM 7 is so monstrous, it's impossible to reverse engineer, which was, at one point in time, one of Remedy's hallmarks. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L Contr OC-ALC/ITMA Sent: Wednesday, September 12, 2007 12:59 PM To: arslist@ARSLIST.ORG Subject: Re: How you you guys analyze ITSM 7 code? Dev Plus? Master AR Suite? No logging doesn't count. I think that ITSM 7 was purposefully designed this way, you know, security through obscurity? If they make it so complicated that no one will dare go near it, then the don't have as many support calls from people breaking it. Plus, this works well for the consultants, who are very well trained and tailored specifically for ITSM, unlike a lot of the full-timers who have other things than ITSM to worry about. I've not really gotten to look at ITSM, but just by reading the buzz on the list, it sounds like they really did a spectacular job at building a bird's nest. I wonder how they were able to make it so complicated and get it to work (sort of)? I'm sure that one of these days, I'll most likely have the privilege (!) of working with ITSM. I just hope that by then someone would have made an ITSM 7 for Dummies book! Some consulting company out there really should do that, but that might end up costing them some business. Thanks, Gary Opela, Jr Sr. Remedy Developer Leader Communications, Inc. 405 736 3211 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Shape Yahoo! in your own image. Join our Network Research Panel today! http://surveylink.yahoo.com/gmrs/yahoo_panel_invite.asp?a=7
Re: Status Reason - Service Desk
Yes, and to clarify a bit, z1D_Status_Reason is data driven - You can add these all day long. Status_Reason_Hidden can only be modified through the admin tool. Sounds like a good change request. John - Original Message From: Lammey, Peter A. [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, September 6, 2007 9:29:42 AM Subject: Re: Status Reason - Service Desk ** So basically adding a new Status Reason is not configurable? Do you have to always modify the field in either the Incident, Change or Task forms in the Admin tool? Thanks Peter Lammey ESPN MIT Technical Services Applications Management 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of john rosquist Sent: Thursday, September 06, 2007 9:22 AM To: arslist@ARSLIST.ORG Subject: Re: Status Reason - Service Desk ** Yes, this is a bit tricky. The displayed status reason is actually: z1D_Status_Reason (100881) which has a menu attached. Put the menu item you want added in the menu. Next, find Status_Reason_Hidden (100150) and add the IDENTICAL menu item to the menu attributes. There is workflow that compares the values and only lets to save if there is a match. Interesting way to prevent users from typing anything they want ... John - Original Message From: Rami S Ayoub [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, September 4, 2007 3:00:53 PM Subject: Re: Status Reason - Service Desk ** ** Yeah, The Status Reason field requires a value when the status is either pending or resolved. Select the status reason from menu , yeah i'm talking about Incident Management -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brandi Barbour Sent: Tuesday, September 04, 2007 9:39 PM To: arslist@ARSLIST.ORG Subject: Re: Status Reason - Service Desk Yes. You add it through SYS:Status Reason Menu Items form. Are you getting an error? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rami S Ayoub Sent: Tuesday, September 04, 2007 2:46 PM To: arslist@ARSLIST.ORG Subject: Status Reason - Service Desk ** ** Hi List, Does any one trying to add new Status Reason to the Service Desk 7x Regards, Rami __20060125___This posting was submitted with HTML in it___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are __20060125___This posting was submitted with HTML in it___ Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ Got a little couch potato? Check out fun summer activities for kids. http://search.yahoo.com/search?fr=oni_on_mailp=summer+activities+for+kidscs=bz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7.0
I agree with Sachin's comments. I just stood up all the modules in a phased/offset approach. The customer really only absorbed incident and SLA to any significant degree. Today, they are fully operational on those two modules and are able to reproduce all their previous functionality in Magic. They want and need to develop better processes for problem, change and Asset, but lack time and organizational stability to do so Also the lack of discovery tools and associated integration limits Asset and CMDB. Please note, the rate in which your organization stands of the modules should relate more the organizations ability to adopt them and not be solely dictated by software purchases and consultants. Your should treat this as a re-engineering opportunity. Somethings will not fit. Decide if they are still needed or can be modified to fit. Good luck, John - Original Message From: Sachin Salvi [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 29, 2007 5:58:06 AM Subject: Re: ITSM 7.0 ** David, Should we try an upgrade or treat this like a new product? A new prduct, given the architechure, group and role change. Should we bring all modules up at the same time or use a phased implementation of Asset, Change, Service Desk, SLM and Flashboards? I would start with Service Desk and move ahead based on the maturity of my company What training should we have for the programmers and users? ITIL (not necessaril BMC) will help guage the awareness within the business. From product perspective I believe the support should be trained on the applications and the business can be given some tips of how to use the application. What is the role of consultants (if any) in this endeavor? Significant. I would recommand both process and Remedy consultants. Thanks, Sachin __20060125___This posting was submitted with HTML in it___ Moody friends. Drama queens. Your life? Nope! - their life, your story. Play Sims Stories at Yahoo! Games. http://sims.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HELP - EMAIL Hosed
what does the email error log (form) say? John - Original Message From: Jase Brandon [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 29, 2007 6:13:29 PM Subject: HELP - EMAIL Hosed ** Hello All, Help Desk 6.0 ArServer 7.01.01 Patch 003 Hello All, My email is hosed, have 4K emails backed up. I have restarted the email engine several times to no avail. Also tried starting email from the cmd line, that used to work, but now... nothing... if I restart the ARServer service will I lose all the queued up existing emails? I seem to remember that's the case. Going through email error message logs now. Any suggestions appreciated. Thanks, Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Problem with setting email engine with MAPI
Does the profile prompt you for a password? If so, remedy will not be able to use the profile to transact MAPI mail. Does hte system cross domains? is there trust? Is there a firewall block? Has MAPI been configured in the exchange server? Usually it is not or the FW flolks block it. John Rosquist - Original Message From: Jerry Zhou [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, August 27, 2007 11:22:46 AM Subject: Re: Problem with setting email engine with MAPI Hi Dave, We have all the requirements satisfied and checked, i.e. Outlook client is installed on the server, the window account has all the rights needed, and the profile for the account is also tested to send and receive email via outlook with no problem, the email engine is running by the account, etc. Thanks lot! Jerry *** Non-Public: For Internal Use Only *** -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Monday, August 27, 2007 10:56 AM To: arslist@ARSLIST.ORG Subject: Re: Problem with setting email engine with MAPI Jerry, Not sure if you found this but you need to install the Outlook client so that the system can access the Outlook api's. Also the email engine must run as the account that owns the mailbox. Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jerry Zhou Sent: Monday, August 27, 2007 10:49 AM To: arslist@ARSLIST.ORG Subject: Problem with setting email engine with MAPI Hi List, We change our email from SMTP to MAPI protocol and have checked all requirements for the profile, domain account according to Remedy's documentation more than once, but still could not make it work, and got the following errors when running the email engine in the debug mode. could any one has encountered this before and/or some ideas why we get these kind of exceptions, is something wrong with the MSMAPI32.DLL or something else: DEBUG: getProvider() returning javax.mail.Provider[TRANSPORT,mapitransport,com.remedy.mail.mapi.MAPITra nsport,[EMAIL PROTECTED] An unexpected exception has been detected in native code outside the VM. Unexpected Signal : EXCEPTION_ACCESS_VIOLATION (0xc005) occurred at PC=0x394034D Function=DeinitMapiUtil+0x89 Library=C:\Program Files\Common Files\SYSTEM\MSMAPI\1033\MSMAPI32.DLL Current Java thread: at com.remedy.mail.mapi.MAPINative.getMessageTo(Native Method) - locked 0x144f8520 (a java.lang.Class) at com.remedy.mail.mapi.MAPIMessage.getHeader(MAPIMessage.java:49) at javax.mail.internet.MimeMessage.getAddressHeader(MimeMessage.java:656) at javax.mail.internet.MimeMessage.getRecipients(MimeMessage.java:482) at com.remedy.arsys.emaildaemon.ReceiverModule.logMessage(ReceiverModule.ja va:381) at com.remedy.arsys.emaildaemon.ReceiverModule.doWork(ReceiverModule.java:2 04) - locked 0x105b4b40 (a java.lang.Object) at com.remedy.arsys.emaildaemon.ThreadBase.run(ThreadBase.java:268) at java.lang.Thread.run(Unknown Source) Thanks! Jerry ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Luggage? GPS? Comic books? Check out fitting gifts for grads at Yahoo! Search http://search.yahoo.com/search?fr=oni_on_mailp=graduation+giftscs=bz ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: !HELP! - SLM does not move from attached status
What are the terms and conditions? (this determines if the sla will attach) What are the start when and stop when conditions? John - Original Message From: Emad Zaky [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, August 27, 2007 4:31:42 PM Subject: !HELP! - SLM does not move from attached status ** Hi, ORacle 10g Solaris 10 SLM 7.0.3 AR system 7.0.1 Patch 3 ITSM Patch 4 I tried creating a bunch of SLA's and the correctly attach themselves to the incident and the status is attached. The problem is they never move from this status. I checked the generated filters and noticed this qualification on the milestone filter: ( 'Status' Resolved) AND ( 'zD_TADOccurred' = SL221932505200RtLo4wBSSHQABaYA ) The problem is that on the Help Desk form the value 'zD_TADOccurred' is always null so this filter does not fire. Anyone seen this before?? Regards, Emad __20060125___This posting was submitted with HTML in it___ Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM 7 OOtB emails
Shawn, Phone Number is never actually passed into the notification system, thus the parser puts in a null value. You have to add it to the workflow that the parser uses to translate #Phone Number#. There are 3 (i think) filters that do this. One to the staging form and 2 other for individual or group notifications. Since you are doing this, look for what else is missing and add them too. I modified the Nte:sys:process control form to hold the new fields based on their original ids (your call here). This is the list of filters that I touched to fix this problem. NTE:NTG:NoOnCall_260_Indiv-PNPC NTE:NPC:CreateNTRecord_180_PNTI INT:FNDHPD:NPC:GetINCData_020 NTE:SHR:TranslateNotificationMessageINC1_100 modi NTE:SHR:TranslateNotificationMessageREQ_175 John Rosquist Windward Consulting Group - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, August 21, 2007 7:57:24 AM Subject: ITSM 7 OOtB emails ** Good morning folks, I've been looking into the proper way to modify OOtB emails with ITSM 7. Specifically, I want to add some additional fields to the emails that aren't sent by default. I tried going into SYS:Form Field Selection and added a variable, for example Phone Number, from the Incident form by putting in the same information as the fields that come out of the box. So theoretically, I should have a variable in the Menu Value 2 field called #Phone Number#. However, when I add that field to the email that I want to send out, it still shows up as #Phone Number#. Is there any reason this wouldn't work? Thanks, Shawn Pierson 5444 Westheimer Rd Houston, TX 77056 (713)989-7226 Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. __20060125___This posting was submitted with HTML in it___ Boardwalk for $500? In 2007? Ha! Play Monopoly Here and Now (it's updated for today's economy) at Yahoo! Games. http://get.games.yahoo.com/proddesc?gamekey=monopolyherenow ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
sql error on al create
Has anyone seen this (or this type) of error before? */INSERT INTO actlink_group_ids (actlinkId,groupId) VALUES (23376,0) */*** ERROR *** INSERT failed because the following SET options have incorrect settings: 'CONCAT_NULL_YIELDS_NULL'. Verify that SET options are correct for use with indexed views and/or indexes on computed columns and/or query notifications and/or xml data type methods. */ROLLBACK TRANSACTION The system is: 7.0.01 patch 0003 20070521328 Windows 2003 - 5.2 3790 SQL 2005 - 9.00.2047.00 ITSM7 apps, incident, problem,change,SLA, CMDB at patch 3 level The admin tool is: BMC Remedy Administrator Version 7.0.01 Sep 27 2006 23:03:16 The AL is a VERY basic send message on button type. Thanks, John Rosquist Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
ITSM 7 indexes
I am looking at adding indexes to my ITSM 7 application (ARS7.02) on SQL 2005. Does anyone know if it is still recommended to added the indexes via the admin tool, or can you use the underlying database to add indexes. I remember from the tuning class that you should use the admin tool, but I want to see if this is still the case. Based on the SQL profiler result, adding more information to the leaf, should improve performance. Note( T688 is CTM:People, 1,18,19,56 are company, ln, fn, Phone). CREATE NONCLUSTERED INDEX [_dta_index_T688_5_19947593__K46_K52_K53_K88_1_4_7_15_16_18_28_50_51_54_56_59_69_87_106_111] ON [dbo].[T688] ( [C11] ASC, [C100018] ASC, [C100019] ASC, [C100056] ASC) INCLUDE ( [C1],[C4],[C7],[C179],[C20006],[C20012],[C26001],[C100010],[C100017], [C100020],[C100022],[C100025],[C100035],[C100054],[C100346], [C100846]) WITH (SORT_IN_TEMPDB = OFF, DROP_EXISTING = OFF, IGNORE_DUP_KEY = OFF, ONLINE = OFF) ON [PRIMARY] Any ideas? Thanks, John Rosquist Senior Consultant Windward Consulting Group Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: URGENT - ITSM 7 performance issue - help needed
How many fast and list servers do you have configured. Do the DBA see a similar number if threads being consumed on the database. Are the threads on the database being orphaned or recycled? Do the DBA's have suffient number of connections set up for remedy to access (thread starvation). What are the SQL response times? (1sec?) Is there anything between remedy and the database. Are you sure. Often the System Admins will not admint to this. Check your line speeds, duplex and mtu settings one EVERY step of the path. Verify your indexes. ITSM 7 does not seem to have a lot indexed. John Rosquist Windward Consulting Group - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, August 9, 2007 8:36:54 AM Subject: Re: URGENT - ITSM 7 performance issue - help needed Turn on your SQL logging and try running the SQL that is generated in Toad (just select statements, not updates or inserts.) In the past I've found that there can be table scans that are major performance hits that way. The resolution ends up being adding more indexes or changing the criteria Set Fields workflow uses. If you find a SQL statement that takes too long to run, pass it on to your DBA and they should be able to do more troubleshooting to see why it is doing so and what can be done about it. Shawn Pierson -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of ZHANG, ERIC L Sent: Wednesday, August 08, 2007 11:26 PM To: arslist@ARSLIST.ORG Subject: URGENT - ITSM 7 performance issue - help needed I post this earlier today but don't see it on the list. I am trying again. I apologize if you already saw this. -Original Message- From: Eric Zhang [mailto:[EMAIL PROTECTED] Sent: Wednesday, August 08, 2007 12:21 PM To: [EMAIL PROTECTED] Cc: ZHANG, ERIC L Subject: URGENT - ITSM 7 performance issue - help needed Hello, all. We have been struggling with ITSM 7 performance since it went live on 8/1. The performance is getting worse and worse for all the operations: search, create, and update. At the begging, it's the creating incident that took more that 40 seconds to complete. Now it's all the operations, primarily on Incident. The incident ticket update can take up to 3 minutes now. We opened a critical ticket to BMC support but so far we haven't received a solution that improves the performance. Our configurations: ARS 7.0.01 no patch on Solaris 9 Database is Oracle 10gR2 on another Solaris 9 box Midtier is on Wintel 2003 IIS server (Only for requesters) ITSM (including Incident and Change) 7.0.02 patch 3 I have been sending all kinds of loggings to BMC. The first suggestion from BMC was to set Oracle-Cursor-Sharing to FORCES. That didn't help. The other suggestion was to change a Veritas setting (mincache=direct) on the database server. But our DBA, UNIX. and Storage people all rejected the idea because 1) that fix is for bulk data import 2) they had very experienced with that setting, which produced high IO waits and worse overall daily performance. Thanks in advance for your help. Eric Zhang Sr. IT Consultant Entergy Services, Inc. (501) 377-5815 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Private and confidential as detailed a href=http://www.sug.com/disclaimers/default.htm#Mail;here/a. If you cannot access hyperlink, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are Take the Internet to Go: Yahoo!Go puts the Internet in your pocket: mail, news, photos more. http://mobile.yahoo.com/go?refer=1GNXIC ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Exporting data
try, Admin tool, form, current view, menu access. ensure reporting is clicked. It should be blank. Consider creating a new view for you to use prior to making this change. There may be a reason for the reporting supperssion. John - Original Message From: McManus Michael A SSgt HQ 754 ELSG/DOMH [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, August 8, 2007 4:40:26 PM Subject: Exporting data ** I’m trying to export some data from one of our forms into a .csv but when I open the form in search mode, the reporting option is grayed out of the tools menu. It’s specific to that form so I’m sure it’s an Admin setting but for the life of me I can’t figure it out. Thanks, Michael A. McManus, SSgt, USAF Remedy Developer HQ 754 ELSG/DOMH DSN: 596-6478 / Comm: 334-416-6478 __20060125___This posting was submitted with HTML in it___ Need a vacation? Get great deals to amazing places on Yahoo! Travel. http://travel.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: CMDB's BMC_Person class: usage?
We are considering the person-role relationship because the job a person does is a CI. For example, a person call in for support for a site that has a certian level of support. WE want to know and manage that. What happens when the person leaves. How much reconfiguration is required? If you create a person CI and relate it to a service level and role and then transfer the person occuping the role's information to the Person CI it should make things eisier to shuffel people in and out of organization while not impacting the business model in the CMDB John Rosquist WindwardCG - Original Message From: Roney Samuel Varghese [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, July 9, 2007 9:16:59 PM Subject: Re: CMDB's BMC_Person class: usage? ** Hey Bob, I beleive the BMC_Person class stores information about the people who manage and depend on the other CIs in your environment. The First question you need to ask yourself depending on your environment is Can People be Configuration Items in your environment? According to me the answer is an overwhelming yes. People can and should be CIs because they represent an organization's human assets. Therefore, the CMDB should include data about the relationship of an event to the business customers who rely on a service, as well as the relationship of an event to the personnel required to resolve it in the incident management process. This relationship information relies upon data about People CIs. Because a person's functions can change often, all of this information can get complicated. If someone gains additional technical certifications, that person can now assist on different types of events. Maintaining People CIs in your CMDB can help keep all the information straight. You might argue that most of these attributes and relationships are already maintained in ITSM 7 using the People form however I believe that CMDB is the right way to maintain these relationships which of course would be a painful process for every company to go through and because of which I guess BMC has given us an option of venting our thoughts of implementing the right CMDB with ITSM 7. Hope this helps. -- Regards, Roney Samuel Varghese Mobile : +1 732 618 8582 __20060125___This posting was submitted with HTML in it___ Pinpoint customers who are looking for what you sell. http://searchmarketing.yahoo.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: ITSM Notification Attachments
Shawn, I think that this is solely governed by the filter action in NTE:NTS:Email_200_SystemNT. The sys:Notification form does not seem to have a flag that enables or disables this workflow. If you notice that the other two filters relating to NTE:NTS:Email_200_SystemNT suppress the notifications that you want. To get what you want, you are going to have to modify the filter. John Rosquist Windward CG - Original Message From: Pierson, Shawn [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Monday, July 2, 2007 11:05:32 AM Subject: ITSM Notification Attachments ** Good morning folks, Does anyone know if there is a way, without changing the workflow, to not send artask attachments from ITSM 7.0? Is this a configuration setting somewhere? Thanks, Shawn Pierson 5444 Westheimer Rd Houston, TX 77056 (713)989-7226 The information in this e-mail, and any files transmitted with it, is intended for the exclusive use of the recipient(s) to which it is addressed and may contain confidential, proprietary or privileged information. If you are not an intended recipient, you have received this transmission in error and any use, review, dissemination, distribution, printing or copying of this information is strictly prohibited. If you have received this e-mail in error, please notify the sender immediately of the erroneous transmission by reply e-mail, immediately delete this e-mail and all electronic copies of it from your system and destroy any hard copies of it that you may have made. Thank you. __20060125___This posting was submitted with HTML in it___ Park yourself in front of a world of choices in alternative vehicles. Visit the Yahoo! Auto Green Center. http://autos.yahoo.com/green_center/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: HELP!!! Emails BACKING UP!
Jase, Try looking in the email error messages form. There should be java errors relating to why the email engine is not processing email. If you can verify that the email account works too. John - Original Message From: Jase Brandon [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, June 26, 2007 2:11:27 PM Subject: HELP!!! Emails BACKING UP! ** Hello All, Easy Question, AR Server 7.0.01 Help Desk 6.0 I have 15K emails backed up on the server that are unsent, I stopped/started the BMC Remedy Email Engine thinking this would free up the unsent emails. This used to work fine with 6.0. Any suggestions? I have a ton of emails backing up and can't get them to shake loose! Thanks in Advance to All, Jase Brandon Remedy Administration/Development Customer Support Systems Group Desk - (615) - 320-4494 Cell - (334) - 318-5426 [EMAIL PROTECTED] DaVita Inc. __20060125___This posting was submitted with HTML in it___ Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=listsid=396545469 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Service Desk 7 - Escalations
This tracks with my observations too. You get assignment notification, but no escalation to manager workflow notification. SLA will fire if an ticket is aging, if you have SLA's. Thaks, John Rosquist Windward - Original Message From: strauss [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, June 8, 2007 11:37:14 AM Subject: Re: Service Desk 7 - Escalations ** You are spot on - they dropped the escalations along with the asset tracking and change tasking features in Help Desk 2 or 3 through 6. By itself, Service Desk (Incident and Problem Management) in no way replaces the old Help Desk application; far too many functions were completely dropped and exist exclusively in other 7.x applications now. Some of us are trying to come up with the $$$ for the other apps, but a lot of folks appear to be opting to stick with Help Desk 6.0 on an ARS 7 platform because it is a more complete application OOTB. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Friday, June 08, 2007 10:18 AM To: arslist@ARSLIST.ORG Subject: Service Desk 7 - Escalations ** Hi again, We've installed Service Desk 7.0 and we are also using the midtier. What I find mind boggling is that escalations are not built into the Incident/Problem management application. It appears that one would have to purchase the SLM application to make escalations functional on the Incident/Problem application. Does this mean we have to create customized escalations to use escalations with the OOTB Service Desk 7 application? Am I missing something here? mjd __20060125___This posting was submitted with HTML in it___ __20060125___This posting was submitted with HTML in it___ 8:00? 8:25? 8:40? Find a flick in no time with the Yahoo! Search movie showtime shortcut. http://tools.search.yahoo.com/shortcuts/#news ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
Re: Remedy Escalation Contacts
We have had a lot of luck in engaging our sales rep. The sales rep will then make a determination and decide to engage Andy at Tech Support. To make it easier for the sales rep, by sure to cite ticket numbers, assigned staff and specific process problems. Otherwise you will likely be routed back into the channel. John Rosquist Windward CG - Original Message From: Shellman, David [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Friday, May 18, 2007 12:37:56 PM Subject: Re: Remedy Escalation Contacts Got you there. I didn't say that it was the documented BMC/Remedy process. It's just the one that works for us. He connects is up with his technical support folks. Luckily we haven't had to go that way too many times. --Original Message-- From: Rick Cook To: Arslist ReplyTo: Arslist Sent: May 18, 2007 12:31 PM Subject: Re: Remedy Escalation Contacts ** Well, that could actually be a good thing - it promotes contact between the sales rep. and the customer, and keeps the sales rep. engaged with what's going on at the customer. But if that's the policy, why wouldn't they mention it somewhere, since the technical consultants rarely see a sales person? Rick From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David Sent: Friday, May 18, 2007 9:23 AM To: arslist@ARSLIST.ORG Subject: Re: Remedy Escalation Contacts We escalate through our sales rep. Seems that we are in a minority with a responsive sales rep though. --Original Message-- From: Rick Cook To: Arslist ReplyTo: Arslist Sent: May 18, 2007 12:10 PM Subject: Remedy Escalation Contacts ** Hey, I just noticed that there are no longer any escalation contacts listed on the Remedy support page. Thankfully, us old-timers know who most of them are (or were), but how is a new customer supposed to get a ticket escalated? Did they provide some new way of doing that to compensate for not having the contacts listed? Rick Cook __20060125___This posting was submitted with HTML in it___ Dave -- [EMAIL PROTECTED] (Wireless) __20060125___This posting was submitted with HTML in it___ Dave -- [EMAIL PROTECTED] (Wireless) Be a better Globetrotter. Get better travel answers from someone who knows. Yahoo! Answers - Check it out. http://answers.yahoo.com/dir/?link=listsid=396545469 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:Where the Answers Are
