Re: Approval Error
Rudra, What version you are facing this error? The behavior you have reported is a known Defect SW00410854 in 8.0. You can reach out to BMC Support to get the fix. Hope this helps. Regards, Kunal On Fri, Oct 18, 2013 at 2:49 PM, Rudra K wrote: > Hi Team, > > We are facing an error while approving any request through email. > > Error Sample:- > a) Instruction: >Instruction Number:0 >Instruction Template: >Message Type: >Message Number: 4934 >Message Text: The modify key in the incoming modify action > email message is invalid. Make sure that the modify key >was not modified. >Appended Text: 2699629121 > > "ARERR 4934 The modify key in the incoming modify action email message is > invalid. Make sure that the modify key was not modified. " > > Please sugesst solution ASAP. > > Thanks in advance. > > Rudra. > > > > > ___ > 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"
Re: Change Management
Kathy thanks for your email. With Infrastructure Change User access the user will be permitted to open, query, submit and modify Infrastructure Change Requests. So yes as mostly used practices Change User submits and fill in all the related task for the developer in your organization. When any CRQ needs to be performed it may have some tasks that the assigned person (ex: Developer) needs to perform at a specific time period. Those details should be available to the CM User by the development team in advance with the person performing them. Change Coordinator/Manager checks the Risk and drives the CRQ or in short supersedes CM User. The CRQ needs to be assigned to the CM Manager with the Coordinator, and all the CM User needs is to write the details and submit on there behalf. When the CRQ comes in Implementation, or if you have task phase enabled, then the task gets activated for the Developer. Hope this helps. Regardss, Kunal On Mon, Oct 28, 2013 at 7:42 PM, Kathy Morris wrote: > ** > > Hi, > > ** ** > > When a user has a change request within your organization, does the > Developer write up the CR for the user? > > My experience has always been the user writes up the request since it is > their business requirement. Normally the developer is assigned a task. > Just curious how other business are handling Change Management. > _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"
Re: CRQ stuck at completed and Next Stage button is disabled
Danny open that CRQ in Change Interface form and try to close it. Kunal Sent using iPhone > On 31-Oct-2013, at 4:41 am, "Herrera, Danny" wrote: > > ** > We have a crq that is stuck at complete status and will not allow us to > close. The next stage button is disabled and I cannot figure what needs to > be done to get moving. Any ideas? > We are running version 7.5 patch 003 > > Danny Herrera > > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: CRQ stuck at completed and Next Stage button is disabled
You can get a custom designed form from BMC Support to unlock these CRQs that is related to the KB Rebecca pointed. Kunal Sent using iPhone > On 31-Oct-2013, at 5:33 pm, Tauf Chowdhury wrote: > > ** > Better yet, create a panel and give only admins access to it. Put all these > fields including change request previous status and other notable ones in > there. That way, you don't have to keep modifying the form > > Sent from my iPhone > >> On Oct 31, 2013, at 7:50 AM, "Boyd, Rebecca" wrote: >> >> ** >> Danny, >> >> Per BMC KA306013, open the Change Request form in Developer Studio. Unhide >> the Active Approval field. Open up the errant Change Request, deselect Yes, >> save the request. You should then be able to save it & move it forward. >> Don't forget to re-hide the field. >> >> HTH, >> >> Rebecca >> >> >> >> >>> On Wed, Oct 30, 2013 at 7:11 PM, Herrera, Danny >>> wrote: >>> ** >>> We have a crq that is stuck at complete status and will not allow us to >>> close. The next stage button is disabled and I cannot figure what needs to >>> be done to get moving. Any ideas? >>> >>> We are running version 7.5 patch 003 >>> >>> >>> >>> Danny Herrera >>> >>> >>> >>> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> >> >> -- >> Rebecca Boyd >> Application Administrator >> Wake Forest University >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > _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"
Re: 8.0 quick reference -- where is it ?
Vaibhav you rightly connected the dots.. Thanks for sharing this information. Regards, Kunal On Thu, Oct 18, 2012 at 1:21 AM, vaibhav wadekar wrote: > ** You can refer below URL for any specific Documentation > > > https://docs.bmc.com/docs/display/public/ars8000/Locating+PDFs+and+white+papers+in+the+online+documentation > > if you need specific page, you might go to Browse > Advanced > PDF Export > > And Select the page that you would want to download as a PDF. > > Hope This helps. > > Regards/Vaibhav > > On Wed, Oct 17, 2012 at 8:08 AM, patrick zandi wrote: > >> ** yeah, I found the 2000 page doc, I miss the master index too... >> and the search is not so good.. for me.. anyways >> >> >> >> On Wed, Oct 17, 2012 at 11:06 AM, Axton wrote: >> >>> ** You can download the web based docs in pdf format. The organization >>> is pretty good. I do wish that the site were broken into a set of pdf's >>> instead of 1 giant pdf. Splunk uses a similar interface/method of >>> organization for it's documentation, but the pdf's are segmented. >>> >>> Axton >>> >>> On Wed, Oct 17, 2012 at 10:01 AM, patrick zandi wrote: >>> ** I cannot seem to locate this doc, anyone know where it is.. P.S -- I am not a fan of the web based docs.. at least yet.. -- Patrick Zandi _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >>> >>> >>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> >> >> >> >> -- >> Patrick Zandi >> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ >> > > _attend WWRUG12 www.wwrug.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: WUT not functioning properly on Remedy ITSM 7.6.04
Victor, It's an expected behavior you are noticing as from 7.6.04 onwards User Tool do not support ITSM.. You need to use thin client web to access ITSM applications. You can refer documents for clarifications. Kunal --- Sent using iPhone On 10-Nov-2012, at 4:12 PM, Victor wrote: > Hello Listers, > > I am new to Remedy ITSM 7.6.04 and yes, I know User Tool has been deprecated > but I want to find out if the problems I am experiencing are typical (or > maybe > someone found a workaround) or I am just doing something wrong. > > After logging in through WUT and clicking the Home Page link - I get the > image > shown in WUT_Home.png. The same thing happened when I tried to Asset > Management or Change Management Consoles. > > When I tried to access Atrium Core Console I recieved ARERR 9217 - however on > returning to the home page using the link provided by the error page I was > able to use the tool as normal. > > Is this a tool bug or expected behaviour? - Needless to say, the web client > is > functioning as expected. > > BMC Remedy User > Version 7.6.04 SP2 > > Best regards, > > Victor Olufowobi > > ___ > 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: Midtier problem for Approval central
I assume when the user Approve or Reject any Approval related request from Approval central it is throwing error for you. Next Steps: 1. Can you open the Request example the Change Request from Change Management Console and try to approve and reject, do you get the same error? 2. If yes then can you submit a new CRQ and try to approve/reject the same from Approval central or from CRQ do get the error, if not then those old CRQ has been corrupted due to the above reason you stated. 3. You need to open the form AP:Detail and search for the Change Request with the Request ID (Please note Request ID is different for every Change ID, get the Request ID in the Status history) 4. Go ahead and hit Global Approve and save the form. Please Note: These steps are only when you are able to work on new approval records and facing problem on existing one or the old ones.. Hope this helps Kunal Thanks, Kunal. On Sat, Dec 15, 2012 at 4:31 AM, rajkiran Alle wrote: > Hi everyone, > > Last day our windows servers got messed up where AR system is installed > and backed up fine. But in the midtier of Approval central we observed a > error "This action is not allowed on the selected requests, because the > related process is > inactive. (ARERR 46411)". > > When i saw Approval server guide for this error it says this error occurs > because of the 'Inactive state' in the 'AP:Process definition form but > actually when i check there it looks fine. Can you give me some ideas how > this error could be resolved. > > Thanks. > > > ___ > 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"
Re: Overview Console not displaying
1. If you are in server group then this could be the root cause for the Overview not working with plugins getting missed out. 2. Look into the arjavaplugin.log and search for any specific error: Example: *Caused by: ERROR (99020): Failed to retrieve Server-Connect-Name nor Server-Name from ar.cfg.; Check plugin log file for details* *at com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getException(PluginARUserConfig.java:219) * *at com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getUser(PluginARUserConfig.java:76) * *at com.bmc.itsm.conquery.ardbc.conquery.Query.init(Query.java:51)* 3. If you see this error or anything related to Server Connect Name, then you need to open the ar.cfg/conf file and add the following parameter:* * Server-Connect-Name: xxx-server-name 4. Restart the AR Server. Hope this helps. Regards, Kunal On Tue, Dec 18, 2012 at 11:41 PM, Brittain, Mark wrote: > ** > > Hi All, > > ** ** > > Interesting situation on my dev server. When I log on through a browser, > the Overview Console displays but no Incidents or Changes are listed. If I > go to the Incident or Change Consoles, they are there. No errors are > encountered and the active link logs look the same between dev and prod. If > not what checks can I see the differences? > > ** ** > > ARS 7.6.04 SP3 > > ITSM 7.6.04 SP2 > > ** ** > > *Mark Brittain* > > Remedy Developer > > ITILv3 Foundation > > *NaviSite – **A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315-453-2912 x5335 > > Mobile: 315-882.5360 > > ** ** > > -- > 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. > _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"
Re: Overview Console not displaying
ITSM 7.6.04 Overview Console is driven by plugins and not much on workflow. You must look for APPQUERY java plugin that runs the Overview Console. As per your last email I expect you have verified that Server-Connect-Name: parameter is there in ar.cfg/conf file. As most of the issues been found with incorrect "Server-Name:" and "Server-Connect-Name:" parameter in ar.cfg/conf file. Look for the APPQUERY java plugin that runs the Overview Console. Example: REMEDY.ARDBC.APPQUERY FilterAPI JAVA D:\Program Files\BMC Software\ARSystem\pluginsvr\qry\conquery.jar com.bmc.itsm.conquery.ardbc.conquery.Query D:\Program Files\BMC Software\ARSystem\pluginsvr\qry\conquery.jar D:\Program Files\BMC Software\ARSystem\pluginsvr\foundation_shared\ITSMCommonUtils.jar D:\Program Files\BMC Software\ARSystem\pluginsvr\qry server-name-xxx 8989 390685 Also if you can make sure the "Server-Name:" and "Server-Connect-Name:" parameter in ar.cfg/conf file are exactly same. Then restart the Ar Server services... If this still doesnt resolve the issue, take the server group out of equation and test the issue in stand alone application and midtier server.. Hope this helps. Regards, Kunal On Wed, Dec 19, 2012 at 2:38 AM, Brittain, Mark wrote: > ** > > Hi Kunal, > > ** ** > > I think you may have hit on something. Keep forgetting this is a server > group. First I checked the ar.config file and the Server Connect Name is > present and correct. Next I checked the arjavaplugin.log and found the > following entries > > ** ** > > Vendor form: SHR:ARDBC_OverviewConsoletemplate has not been properly > registered. > > ** ** > > Now I guess the question is what to do about it? > > ** ** > > Thanks > > Mark > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *kunal das > *Sent:* Tuesday, December 18, 2012 3:30 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Overview Console not displaying > > ** ** > > ** > > 1. If you are in server group then this could be the root cause for the > Overview not working with plugins getting missed out. > > 2. Look into the arjavaplugin.log and search for any specific error: > > Example: > > *Caused by: ERROR (99020): Failed to retrieve Server-Connect-Name nor > Server-Name from ar.cfg.; Check plugin log file for details* > > *at > com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getException(PluginARUserConfig.java:219) > * > > *at > com.bmc.itsm.common.utils.arapihelpers.PluginARUserConfig.getUser(PluginARUserConfig.java:76) > * > > *at com.bmc.itsm.conquery.ardbc.conquery.Query.init(Query.java:51)* > > 3. If you see this error or anything related to Server Connect Name, then > you need to open the ar.cfg/conf file and add the following parameter: > > ** ** > > Server-Connect-Name: xxx-server-name > > 4. Restart the AR Server. > > Hope this helps. > > ** ** > > Regards, Kunal > > ** ** > > > > > > On Tue, Dec 18, 2012 at 11:41 PM, Brittain, Mark > wrote: > > ** > > Hi All, > > > > Interesting situation on my dev server. When I log on through a browser, > the Overview Console displays but no Incidents or Changes are listed. If I > go to the Incident or Change Consoles, they are there. No errors are > encountered and the active link logs look the same between dev and prod. If > not what checks can I see the differences? > > > > ARS 7.6.04 SP3 > > ITSM 7.6.04 SP2 > > > > *Mark Brittain* > > Remedy Developer > > ITILv3 Foundation > > *NaviSite – **A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315-453-2912 x5335 > > Mobile: 315-882.5360 > > > > ** ** > -- > > 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. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > ** ** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Critical: Server Hung
Vaibhav has provided the correct must have Overview performance hotfix.. However you need to check the people record of the users and based on the application permission they have, you need to correct the application preference record.. By default it has "Yes" for all the application under Overview Console... Check out this KA369356 for the hotfix. Example: If a user has only Change User Permission.. he should not be interested for SRM, Asset, Proble, Release, Incident.. We highly recommend you to set "No" to all unwanted application in the overview console through application preference settings.. 90% of the overview performance issues are resolved with this configuration, as Remedy perform a table scan when they open the overview console... Hope this helps. Regards, Kunal Thanks, Kunal. On Tue, Feb 5, 2013 at 3:51 AM, vaibhav wadekar wrote: > ** > > conquery.jar > > ITSMCommonUtils.jar > > These are multi-threaded versions of the existing jar files so these need > to replace the existing ones located in the "pluginsvr\qry" directory (i.e. > C:\Program Files\BMC Software\ARSystem\pluginsvr\qry. > > You can test by extracting patch 04 installer and put this jar to your > system to see if the problem resolved. > > Regards/Vaibhav > > > On Mon, Feb 4, 2013 at 1:58 PM, ravi rai wrote: > >> ** >> Kathy, >> Check with BMC Support. we faced this in 7604 SP2 and there was issue >> with Overview console. >> Overview console was single threaded. They provided a Jar file fix for >> the same >> >> >> Ravi >> >> >> -- >> Date: Mon, 4 Feb 2013 13:52:12 -0800 >> From: remedyr...@gmail.com >> Subject: Re: Critical: Server Hung >> To: arslist@ARSLIST.ORG >> >> >> ** >> Kathy, how many rows are in the table referenced by the console? I've >> seen this happen in some versions where the form doesn't get cleared, and >> the SQL queries bog the system down. >> >> Rick >> >> >> On Mon, Feb 4, 2013 at 1:50 PM, Kathy Morris wrote: >> >> ** >> >> Hi, >> >> ** ** >> >> AR System 7.6.03 >> >> ITSM 7.6.04 SP1. >> >> ** ** >> >> The incident management console hangs and hoses the system when users >> access the Incident Management Overview console. >> >> My understanding is that thru a row-level access query, users see the >> incidents for the group they are member of. >> >> If users are a part of many groups, however this can cause problems. >> >> How can we prevent this query from crashing the system to the point where >> our database is unresponsive. >> >> Are any others experiencing this performance issue? >> >> Any ideas on what we can do to get our system to a stable state? >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> >> >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> _ARSlist: "Where the Answers Are" and have been for 20 years_ >> > > _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"
Re: Blank form displayed when using the client
When you are saying a good percentage of users have reported on this blank form.. I believe this is related to permission of the fields on the form or so on.. Next Steps: == - Identify the user can reproduce this at every attempt. - Create a user record mirroring exactly with that user. - Now try to access the form with the new user you have created. Notice if you can reproduce the problem. - If yes, then you need to check which permissions are missing for that user with the one who do not see the blank form. - If new mirror user cant reproduce the issue, get the AL/Filter logs and see if you notice any permission warnings in the logs. Hope this helps. Kunal Thanks, Kunal. On Thu, Feb 7, 2013 at 11:23 PM, Robert Heverley wrote: > ** Hello Listers, > > We have an issue where a good percentage of our users are seeing a blank > form (no fields) when they open in search or submit. Has anyone else > experienced this? What was the solution? Any direction will help!! > > This form is on a ARS 6.3 system.. > > Thank you, > Robert Heverley > _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"
Re: closed CRQ tasks in overview console
You need to correct the application preference record: 1- Go to Application Preferences form 2- Select the Task Management Tab. 3- Click on the Task Status Dropdown list and select All Open Tasks 4- Save the Preference. 5- Flush the browser and midtier cache and ask customer to login again. Test the issue again. HTH Regards, Kunal On Wed, Feb 13, 2013 at 5:07 AM, Sanner, Lorraine wrote: > I've done this a dozen times and it never seems to stick; the closed Tasks > keep coming back up. Any advice? > > > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury > Sent: Thursday, January 10, 2013 1:05 PM > To: arslist@ARSLIST.ORG > Subject: Re: closed CRQ tasks in overview console > > If you mean the one that shows up by default when you log in, it is driven > by the settings from the actual overview console. So from your app list, go > to Foundation Elements> Overview Console. The. On the left, go into the app > preferences and set it. Then go back to the home page. > > Sent from my iPhone > > On Jan 10, 2013, at 3:03 PM, Bob Ellington > wrote: > > > Tauf, in 7.6.04, the general overview console, you only have selections > like "Assigned To All My Groups". It shows open Inc, PBM, CRQ, TSK etc. > But it is showing me the Closed (status reason Cancelled) tasks. If those > don't get out of the list then it could grow to have thousands of records > in it. > > > > __ > > _ 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" > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: change moves automatically close after closing task
Anand - You need to check following things: 1. Is this CRQ submitted by template or not? 2. If yes then you are using custom approval process... so check if you had a approval mappings for that custom process. 3. If not then create a individual approval mapping for the standard close down approval. and then test the issue again. 4. If the issue persists enable the approval debug log and look for the error you see for the close down approval rule. 5. When ever you submit the CRQ, check the all approval/future approval drop down and see if you if the close down approval is showing or not. HTH. Kunal On Tue, Feb 12, 2013 at 8:49 PM, Pargeter, Christie :CO IS wrote: > Just to validate you have mappings in your Approval form for Close down? > > -Original Message- > From: Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] On Behalf Of Anandakumar L > Sent: Tuesday, February 12, 2013 1:53 AM > To: arslist@ARSLIST.ORG > Subject: change moves automatically close after closing task > > Hi Team, > > We have an issue that when users try to update the Implementation phase > task to close in CRQ staqe "Scheduled" or "Implementation In Progress", the > related CRQ automatically moves to close without getting the closedown > approval even though it is defined for this phase. Please let me know what > should be the issue? > > Version details are: > > Remedy version - 7.6.04 SP2 > > ITSM version - 7.6.04 > > Thanks, > Anand > > > ___ > 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"
Re: Tasks Assigned to Me are Read Only from Change Record
Kevin - When you mentioned that user NOT Change manger, implementer or coordinator, then I expect he must have User or Viewer application permission.. Now here couple of things you need to verify: 1. Is that user belongs to another group for which the CRQ - Coordinator and Manager belongs? 2. Does he notice a message at the top of process flow bar that you are entitled to view this CRQ? 3. If yes then that user do not have access to that CRQ that eventually not allowing tyo edit the Task. 4. When this user is able to work on the Task from Overview console is he opening the task from the CRQ from Overview Console? Or just from the task directly. 5. As if that user has task permissions can check that.. However if the user can do not see the message in the CRQ that he is not entitled to view the CRQ, or can access the task from CRQ from overview console.. then this is a defect. Hope this helps. Kunal On Fri, Feb 15, 2013 at 12:48 AM, Kevin Shaffer wrote: > ** > ARS 7.6.04 SP1 > ITSM 7.6.04 SP1 > > All > > Person A is assigned to Task A. Task A is related to a Change request. > Person A is not a manger, implementer or coordinator of the change. When > Person A views the Task from the Change record, the Task is read only. If > Person A accesses the Task from the Overview Console, Person A can modify > the Task. > > I believe this is working as designed. My customer has said that BMC > Support has told them this is a defect and the task should be editable > regardless of this the Task is accessed and it is resolved in SP4. > > I need to know if the aforementioned scenario is expected behavior or a > defect. I also need to know if it is expected behavior, what is the > thinking behind locking the task from the change but allowing you to modify > the task if you access it directly. Finally, is there any documentation > that states this functioanlity as I need to provide proof. I have looked > in the change and task user pdf and not seen anything. > > Thanks > Kevin > > _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"
Re: You do not have permission....(users complain)
Mark - I am really surprised so see you are finding this feature and how ITSM works is not really a good answer for you. This is the most required in any organization you are really serious about there data. Why an emplyee who works in Call Center should have access to a HR ticket.. Why R&D person should be able to access tickets of Support person in any Enterprise.. You are noticing the concept of Multi-tenancy is a feature in BMC Remedy IT Service Management suite (BMC Remedy ITSM suite) that enables you to control which records and configuration data are exposed to a user, based on the user’s permissions. User access is controlled through the Company field, which can represent a company, business unit, or other group. You can use both support company access and multi-tenancy to give support companies (vendor companies or operational companies) limited access to data in another company. Using restricted access for support companies,” describes how to configure BMC Remedy ITSM suite so that tickets (such as incident requests and change requests) can be assigned to support staff in a support company without giving members of the support company access to other tickets for the customer or contact company. Without this you are exposing everything to everyone unless your Company requirements do not have this. You are comparing 6.3 with 7.6.04 and that is a major release shift and comes with unique features that you will come to know in coming days. How ever I would leave you with this note that Multi tenancy in Remedy is driven by certain core field like 112, and 60900 that governs Row Level Security. You can work on them to stop this feature Hope this helps. Kunal On Thu, Feb 28, 2013 at 3:10 AM, Brittain, Mark wrote: > ** > > Hi All, > > ** ** > > This winter we started moving to ITSM 7.6.04 from ARS 6.3 which completely > custom applications. On the Incident and Change all of the fields had the > Public permission. Anyone could update any Incident or Change regardless of > assignment. > > ** ** > > BMC designed ITSM to be much much more restrictive where you need to right > Support Group and/or Functional Role to be able to modify an Incident or > Change. So I am getting a lot of complaints from users about this. > Incident is assigned to Joe, and Bill worked the issue and can’t > update/close the Incident because he is not in Joe’s group. > > ** ** > > That’s how ITSM works is not really a good answer. I need to be able to > explain why. Is there a BMC/ITIL document or white paper that explains why > the permissions are this why? > > ** ** > > Thanks > > Mark > > ** ** > > *Mark Brittain* > > Remedy Developer > > ITILv3 Foundation > > *NaviSite – **A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315-453-2912 x5335 > > Mobile: 315-882.5360 > > ** ** > > -- > 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. > _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"
Re: AR Server installation fails on Windows 2008 R2 Server
Manjari - I am not sure the default port number for InstallAnywhere installs and this can be verified in the debug file by searching for "address=" There must be some other program that already has port number that is in use as InstallAnywhere, so InstallAnywhere can't use it. Find that other program and stop it so it releases the port, so InstallAnywhere can run. On Windows, the command "netstat -ab" shows a list of the connections with the associated port and process Hope this helps. Kunal On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha wrote: > ** > Hello, > > I am trying to install 8.1 on Windows 2008 R2 server and I get error > InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 > R2? I was able to run the install on my workstation without issue. > > Thanks > Manjari > _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"
Re: AR Server installation fails on Windows 2008 R2 Server
This should be InstallAnywhere debug.txt should be in your temp folder. Kunal On Fri, Mar 1, 2013 at 12:18 AM, Rajendra Shrestha wrote: > ** > Thank you for the quick response, Kunal where can I find this debug file, > I looked for it in disk1 and could not find it. > > Manjari Shrestha > 301-529-9120 > > > > On Feb 28, 2013, at 1:30 PM, kunal das wrote: > > ** > Manjari - I am not sure the default port number for InstallAnywhere > installs and this can be verified in the debug file by searching for > "address=" > There must be some other program that already has port number that is in > use as InstallAnywhere, so InstallAnywhere can't use it. > > Find that other program and stop it so it releases the port, so > InstallAnywhere can run. > > On Windows, the command "netstat -ab" shows a list of the connections > with the associated port and process > > Hope this helps. > > Kunal > > > On Thu, Feb 28, 2013 at 11:54 PM, Manjari Shrestha < > manjari.rem...@gmail.com> wrote: > >> ** >> Hello, >> >> I am trying to install 8.1 on Windows 2008 R2 server and I get error >> InstallAnywhere has stpped working. Has anyone tried to install 8.1 on 2008 >> R2? I was able to run the install on my workstation without issue. >> >> Thanks >> Manjari >> _ARSlist: "Where the Answers Are" and have been for 20 years_ > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Service Issue in Changes
Mark - Check the Menu attached with the Change Request field Service*+ with Incident Request CI+ field.. Compare the qualification I believe there is a Defect with the behavior you reported. This has been carried till 8.0 as far I know, you need to check with BMC and get the confirmation. Hope this helps. Kunal On Wed, Mar 13, 2013 at 10:24 PM, Brittain, Mark wrote: > ** > > Hi All, > > ** ** > > I have a number of Service CI’s configured and these CI’s are “used by” an > number of customers. In the Incident this populates the Service*+ menu > correctly. On the Change I only get BMC_GLOBAL_DEFAULT_SVC in the Service*+ > menu. When I look in the Asset Console this default CI has a status of > “Ordered” and all others have a status of “Deployed” > > ** ** > > What am I missing? > > ARS 7.6.04 SP3 > > ISTM 7.6.04 SP3 > > ** ** > > Thanks > > Mark > > ** ** > > *Mark Brittain* > > Remedy Developer > > ITILv3 Foundation > > *NaviSite – **A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315-453-2912 x5335 > > Mobile: 315-882.5360 > > ** ** > > -- > 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. > _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"
Re: Service Issue in Changes
Well the qualification needs to different reason the way that the Service field behaves on the Incident form is different from the way that it behaves in other BMC Remedy ITSM Suite applications. When you open the selection menu associated with this field in other BMC Remedy ITSM Suite applications, you see all of the available services. However, when you open the selection menu associated with this field on the Incident form, you see only those services that are related to the customer named in the Customer field. The relationship can be made either with the user individually, or with the user's company, organization, or department. This is done to help the service desk analyst who is creating the incident request by limiting the choices in the menu to only those that could apply to the incident request. Incident form: == ==> Menu related to 'Service' field: "HPD:CustomerCIBusinessServiceONLY" ==> Menu based on "AST:AssetPeople_AssetBase" Change form: ==> Menu related to 'Service' field: "CHG:SAI:ServiceCI-Q" ==> Menu based on "AST:BusinessService" Like I said earlier there couple of Defects you need to check unless you have made any changes on the CIs from Base Element form.. Kunal On Wed, Mar 13, 2013 at 11:20 PM, Brittain, Mark wrote: > ** > > Hi Kunal, > > ** ** > > I just compared the menu on the Incident and the Change. Where they should > be the same, they are completely different. > > ** ** > > Thanks > > Mark**** > > ** ** > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *kunal das > *Sent:* Wednesday, March 13, 2013 1:15 PM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: Service Issue in Changes > > ** ** > > ** > > Mark - Check the Menu attached with the Change Request field Service*+ with > Incident Request CI+ field.. Compare the qualification I believe there is a > Defect with the behavior you reported. This has been carried till 8.0 as > far I know, you need to check with BMC and get the confirmation. > > ** ** > > Hope this helps. > > ** ** > > Kunal > > > > > ** ** > > ** ** > > On Wed, Mar 13, 2013 at 10:24 PM, Brittain, Mark > wrote: > > ** > > Hi All, > > > > I have a number of Service CI’s configured and these CI’s are “used by” an > number of customers. In the Incident this populates the Service*+ menu > correctly. On the Change I only get BMC_GLOBAL_DEFAULT_SVC in the Service*+ > menu. When I look in the Asset Console this default CI has a status of > “Ordered” and all others have a status of “Deployed” > > > > What am I missing? > > ARS 7.6.04 SP3 > > ISTM 7.6.04 SP3 > > > > Thanks > > Mark > > > > *Mark Brittain* > > Remedy Developer > > ITILv3 Foundation > > *NaviSite – **A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315-453-2912 x5335 > > Mobile: 315-882.5360 > > > > ** ** > -- > > 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. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > > ** ** > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Guidance for Change management
Pavan - If you are looking for BMC released product document you can get to know about Change Management and SRM from BMC Support Website under product Documentation. http://www.bmc.com/support/product-documentation/ Hope this helps Kunal On Thu, Mar 21, 2013 at 8:27 PM, Pavan Agrawal wrote: > Hello, > > Can anybody please suggest me guide for BMC Remedy ITSM Change Management > and SRM from very basic to advance > > > ___ > 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"
Re: Approval Central Write Access Error
Heather - This is a License error.. Check if you have enough licenses for your users. Try removing and adding the fixed/floating licenses to this user and see if you get error. Hope this helps. Regards, Kunal On Sat, Apr 6, 2013 at 4:22 AM, Hutcheson, Heather wrote: > ** > > Good afternoon, > > ** ** > > We are using 7.6.04 and the managers are receiving the attached errors > when they click on approve. Does anyone know how to resolve this issue?*** > * > > ** ** > > Your guidance is much appreciated. > > ** ** > > [image: Description: cid:image001.jpg@01CE31EA.3E742370] > > ** ** > > Thank you, > > Heather > _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"
Re: product categorizations in 7.6.04
Mahmoud, There are couple of things you can try: 1. From the Standard Configuration tab in the Application Administration Console, select the appropriate company. 2 Click the Create link next to Product Category. The Product Category dialog box is displayed. 3 In the Product Category dialog box, optionally select the Product Type. 4 Select the configuration item (CI) type for which you are creating the product category. 5 Select or enter values for the Product Categorization Tier 1, Tier 2, and Tier 3 fields. As you populate each field, values become available in the subsequent fields. 6 Enter a product name. 7 If you specify a product name, you must specify a manufacturer. Select a manufacturer, or click New to add a manufacturer. If you click New: a In the New Manufacturer dialog box, enter a company. b In the Status field, select Enabled. c Click Save. 8 In the Product Category dialog box, select Enabled for the status. 9 Leave the Origin default as Custom. 10 If this product definition is a product suite definition, select Yes. 11 Select whether this product definition is just for the current company or is to be used by all companies configured. 12 Click Add. The product category is automatically related to the selected company and, is available on other forms in the selected applications, such as the Incident form. 13. Now you can also use Change Templates in the Categorization tab to use the Product Categorization you created in the steps mentioned above as a automation process. Hope this helps. Kunal On Tue, Apr 23, 2013 at 9:32 PM, Mahmoud Mahdy-Mohamed, Vodafone Egypt < mahmoud.mahdy-moha...@vodafone.com> wrote: > ** > > Dears, > > Please, I need your support to help me to show “product categorizations” > part when I create new “Change Request” in 7.6.04. > > ** ** > > *Thanks,* > > *Best Regards,* > > * * > > *Mahmoud Mahdy Mohammed,PMP* | Business Process Automation* > **Technology | Products & Services Delivery* > *Phone:* +20(0)104999638 * > Mail:* *mahmoud.mahdy-moha...@vodafone.com > * > > ** ** > > > * > > The content of this document is classified as Vodafone Egypt S.A.E. > Confidential and Proprietary Information. > > The recipient hereby is committed to hold in strict confidence the > contents of this (e-mail, document, information) and not to disclose to any > third party without the prior written consent of Vodafone Egypt S.A.E. > Recipient will be held liable for any unauthorized disclosure. > > If you have received this message in error, please notify the sender by > return e-mail and delete the message in its entirety, including any > attachments. > > http://www.vodafone.com.eg > > > * > _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"
Re: Missing CTM:People
Install ITSM get CTM:People form. User form comes with ARS Install - With Demo People form comes with ITSM install - With Appadmin HTH Regards, Kunal On Thu, May 30, 2013 at 12:55 AM, Kathy Morris wrote: > ** > > Hi, > > ** ** > > We did an AR System server install of 7.6.3 and we do not see the > ctm:people form. > > Received a successful install message. > _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"
Re: RESPONE BUTTON - HOME PAGE GOOGLE CHROME
Google Chrome is not a supported browser for Remedy product, the reason you are noticing unexpected behavior. It may work with Hard cache delete but that has not been tested. Minimum Browser version Firefox 3.5 The following additional browsers are supported. Minimum Browser version Minimum Operating System version Internet Explorer 7 (32 & 64-bit) -Windows XP (32 bit only) – includes support for Vista [Enterprise, Business, Ultimate] (32 or x64) & Windows 7 [Professional, Enterprise, Ultimate] (32 or x64) Internet Explorer 6 - Windows 2003 (32 or x64), XP (32 bit only) Safari 3.2.3 - Macintosh OS X 10.5 HTH Regards, Kunal On Fri, May 31, 2013 at 3:47 AM, Joe D'Souza wrote: > ** > > Have you tried flushing Chromes cache? And reloading the page, just in > case there was a problem when initially loading the form? > > ** ** > > Joe > > ** ** > -- > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Fazila Patel > *Sent:* Thursday, May 30, 2013 4:39 AM > *To:* arslist@ARSLIST.ORG > *Subject:* RESPONE BUTTON - HOME PAGE GOOGLE CHROME > > ** ** > > Hi > > ** ** > > The response button on the ITSM home page when using Google Chrome is not > showing. It can be viewed when using Internet Explorer. Any assistance > would be appreciated. > > ** ** > > [image: Description: EOH CMYK small] > > Fazila Patel > > Remedy Administrator > > EOH Managed Services PS > > ** ** > > *tel:* +27 (10) 241 7107 | *cell:* +27 82 922 2322 > > fazila.pa...@eoh.co.za| www.eoh.co.za > > * * > > > > ** ** > > *Consulting | Technology | Outsourcing* > > * * > > ** ** > _ARSlist: "Where the Answers Are" and have been for 20 years_ _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"
Re: Variable Task Template Types
Variables are pieces of data (for example, in a change request or an entry in the parent object) that are passed to and from task groups and tasks, and into flows in TMS. Variable data can be generated automatically, or it can be supplied manually by resources working on the task. You creates variable templates that are used for mapping in to or out of fields. Then, during the execution stage, these variables exchange data between the task group, task, or flow at runtime. Any task, task group, or flow can access any variable value. If no value exists for a variable, its value is returned as NULL. If you have associated a Task Group --> Task Template --> Variable then that Variable will always show in that Task Template for the Task Group when using multiple times in a Change request. For Example: The Variable you have mapped that is showing in the Data tab of the Task that filed will be seen same for all the Tasks when using in a Change Request. Hope this helps. Kunal On Fri, Jun 7, 2013 at 8:59 PM, RozzT wrote: > Hi Remedy Crew! > > We've created a variable task template with the template type = Global. > > Problem: > The variable selection is not clearing-out. > > For instance: > Working several CRQs that use the Group Task Template with the variable > task. > After entering the first CRQ, choosing the variable, the next CRQ that > uses the same Group Task Template with the variable task, contains the > previous variable selection. > > Thoughts? > We're using Remedy 7.6.04 > > Thanks > > > ___ > 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"
Re: Has anyone ever tried this paramater? Select-Query-Hint: NOLOCK
Sean, Select-Query-Hint: NOLOCK Queries on server group are designed to use NOLOCK hint. But this should not cause the performance issue on DB and respectively to AR server. Many uses this with more than five servers in server group. It is just that Primary or any other server has changed its cachemode to 1 . This locks the cache until memory gets freedup. So to avoid this make sure All the servers in server group have Cache mode set to 0 Deadlocks occur when two transactions hold pages that the other transaction is waiting for. Using the Select-Query-Hint parameter is an effective way to control concurrence but it doesn't assure you the deadlocks won't happen again and it will create inconsistency on some transactions reading data not committed yet. So overall no issues using this configuration. I hope this helps. Kunal On Fri, Jul 12, 2013 at 1:55 AM, Garrison, Sean (Norcross) < sean.garri...@fiserv.com> wrote: > ** > > Just curious if anyone on the list has ever tried this parameter in the > ar.conf? > > ** ** > > Select-Query-Hint: NOLOCK > > ** ** > > If so what were your results? Did you have any negative impact in prod?** > ** > > ** ** > > Thanks, > > ** ** > > Sean > > ** ** > > ** ** > _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"
Re: Approver Mappings
Sandra, there are couple of reasons why this could happen, and I see you mentioned trying couple of things.. These issue generally stem in the approval process configuration you have over there. If you are using custom approval process then try to use the OOB approval process that comes with installation. Is this happening to "Normal", "Standard", Latent or all of them? you can narrow down by this.. If you are facing this problem with couple of CRQs then try to export them and change the status and reimport to get rid of them.. However if this is happening to all the CRQs you submit then check the Approval Process Configuration. Hope this helps. -Kunal Thanks, Kunal. On Tue, Aug 6, 2013 at 1:19 AM, Hennigan, Sandra wrote: > ** > > Windows 2008 r2 > > Oracle 11g > > ARS 8.1 > > ITSM 8.1 > > ** ** > > Change Management - “Pending state with the status reason of Approval > Error” > > ** ** > > When a Change Request Status is set to Pending and the Status Reason is > Approval Error – is there a way to make the request actionable? Using the > Process Flow Status ribbon, the user can slect “Resume”. The change appears > to move to the next Status but it doesn’t. > > ** ** > > I have found several reasons why the change may be “Pending state with the > status reason of Approval Error” but nothing to recover the Change Request. > Any assistance is appreciated. > > ** ** > > ** ** > > Thank you, > > ** ** > > Sandra Hennigan > > Remedy Developer > > ** ** > _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"
Re: Setting up sequential approvals within ITSM
Hello Thomas, The requirement you have is basically known as Level based approval system. Steps: 1. Go to Application Admin Console > Custom Configuration > Change Management > Approval > Approval Mappings 2. Open the form in new mode 3. Select the Approval Indicator* = Change 4. Phase Name = Say for example "Review" 5. Add the First and Last name of the Manager A and select the Level* = 0 6. Save 7. Follow the same steps till 5 as above for Manager B and select the Level* = 1 8. Follow the same steps till 5 as above for Manager C and select the Level* = 2 Expected Result: When the CRQ reaches the Review phase, Manager A as approval will trigger. Once approved, then Manager B and then C.. Hope this helps. Regards, Kunal Looking for that extra advantage? Then take the time to visit https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support where you can meet your peers on the BMC communities, share opportunities & challenges and realize more value from BMC Remedy products. BMC Remedy Service Support Communities include : Remedy Service Desk (Incident & Problem Management), Asset Management, Change & Release Management, Knowledge Management, Service Request Management, Process Designer, and IT Business Management. On Tue, Jun 24, 2014 at 2:00 PM, Anders, Thomas wrote: > ** > Hello list, > > Is there an easy way to configure sequential approvers for a change within > ITSM 7.6.03 Change Management? > Example: Manager A approves à Manager B approves à Manager X approves à > Change can go forward. > > I am currently overwhelmed by all the little triggers, buttons and options > the system provides here, any tipps on where to configure this? > > Thanks, > Thomas > > > _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"
Re: Setting up sequential approvals within ITSM
Hello Thomas, Yes you are correct this can be done and works neatly. There are 5 approval process that comes with installation and it highly recommended not to create more approval process with Global. As they are always seen as reference. You can create more approval process with a new name with specific conditions like for a Normal, Latent, Expedite so on.. Also if you wish you make a all new life cycle vs the OOB life cycle of change you can create that separately and attach the same to a template to use. You can refer this Pulse edition for more details: https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow Hope this helps. Regards, Kunal On Tue, Jun 24, 2014 at 8:52 PM, Anders, Thomas wrote: > ** > > Thanks, > > > > Just another quick question: > > ITSM Administration guide states that I can only have one phase active for > a company. > > So if I want to create separate approval processes for one company, but > e.g. different topics, can I then start naming my phases “Topic 1 Review” > and “Topic 2 Review” to get the desired outcome? > > > > > > thanks & br > > thomas > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@arslist.org] *On Behalf Of *Tauf Chowdhury > *Sent:* Tuesday, June 24, 2014 3:31 PM > > *To:* arslist@arslist.org > *Subject:* Re: Setting up sequential approvals within ITSM > > > > ** > > If you just need different mappings and are OK with the out of box flow, > then it's pretty simple because you just have to add/modify approval > mappings for groups and individuals. However, the change approval process > as a whole is a sum of many different parts which means that configuring > each part will need a separate form for you to go in and modify... hence > the complexity. > > > > On Tue, Jun 24, 2014 at 9:23 AM, Anders, Thomas > wrote: > > ** > > Kunal and Tauf, > > Thank you for your input. I check this one out to see if it fits the > process flow I got, but it looks promising J. I assume I can also apply > this to different groups within the system, not just for individuals. > > A bit besides that: Depending on the complexity this could reach, isn’t > there a more intuitive way to setup process and approval flows? Or is it > just my newbie view on the module that makes it look rather complicated? > > > > thanks & br > > thomas > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@arslist.org] *On Behalf Of *kunal das > *Sent:* Tuesday, June 24, 2014 1:32 PM > *To:* arslist@arslist.org > *Subject:* Re: Setting up sequential approvals within ITSM > > > > ** > > Hello Thomas, > > > > The requirement you have is basically known as Level based approval system. > > > > Steps: > > > > 1. Go to Application Admin Console > Custom Configuration > Change > Management > Approval > Approval Mappings > > > > 2. Open the form in new mode > > 3. Select the Approval Indicator* = Change > > 4. Phase Name = Say for example "Review" > > 5. Add the First and Last name of the Manager A and select the Level* = 0 > > 6. Save > > 7. Follow the same steps till 5 as above for Manager B and select the > Level* = 1 > > 8. Follow the same steps till 5 as above for Manager C and select the > Level* = 2 > > > > Expected Result: When the CRQ reaches the Review phase, Manager A as > approval will trigger. Once approved, then Manager B and then C.. > > > > Hope this helps. > > > > Regards, Kunal > > > > Looking for that extra advantage? > > > > Then take the time to visit > https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support > where you can meet your peers on the BMC communities, share opportunities & > challenges and realize more value from BMC Remedy products. > > > > BMC Remedy Service Support Communities include : Remedy Service Desk > (Incident & Problem Management), Asset Management, Change & Release > Management, Knowledge Management, Service Request Management, Process > Designer, and IT Business Management. > > > > > > On Tue, Jun 24, 2014 at 2:00 PM, Anders, Thomas > wrote: > > ** > > Hello list, > > > > Is there an easy way to configure sequential approvers for a change within > ITSM 7.6.03 Change Management? > > Example: Manager A approves à Manager B approves à Manager X approves à > Change can go forward. > > > > I a
Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?
Hello Rick, Since you are using a historical version of Remedy 7.0.3 and like you have understood from BMC community blog that you can get this functionality by custom approval process. Well you can still get this done by base forms. As you are in version 7.0.3, then go to this form *SYS:Status Transition Rules *a sort with CHG:Infrastructure Change. You will notice all the status transition for Change Management. This form stores the valid status transitions. So a record with status Enabled in this form means, it is a valid transition and if you want to block a status transition, then you need to test the same and check this fits well for your business need. This form was being used for CM till release 7.6.00. However from 7.6.Patch1 onwards, this form is no more used by CM. The form now used by CM is "SYS:Status Flow Transition Rules". The basic concept remains the same. Having said that, getting prepared for Remedy latest 8.1 SP2 would be best, unless you wish to go for upcoming 9.0. I am sure you will like it :) Hope this helps. Regards, Kunal Das Looking for that extra advantage? Then take the time to visit https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support where you can meet your peers on the BMC communities, share opportunities & challenges and realize more value from BMC Remedy products. BMC Remedy Service Support Communities include : Remedy Service Desk (Incident & Problem Management), Asset Management, Change & Release Management, Knowledge Management, Service Request Management, Process Designer, and IT Business Management. On Tue, May 5, 2015 at 8:20 PM, Rick Westbrock wrote: > ** > > Thanks Raj and Rick, I did think of that but there are so many > intermediate status values that we don’t use there would be a lot of > inefficient clicking of the “Next” button on the flow bar that I am trying > to find a way around that. However in order to gate the changes properly I > may indeed have to go down that route. > > > > -Rick > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Raj > *Sent:* Tuesday, May 05, 2015 5:56 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: How can I control Change Status transitions in Change > (ITSM 7.0.3)? > > > > ** > > The easiest solution can be to disable status filed and only process bar > flow change should be allowed. > > > > -Raj > > > > *From:* Rick Westbrock-5 [via ARS (Action Request System)] [mailto: > ml-node+[hidden email] > <http:///user/SendEmail.jtp?type=node&node=121688&i=0>] > *Sent:* Tuesday, May 05, 2015 04:36 > *To:* Hiremath, Raj > *Subject:* How can I control Change Status transitions in Change (ITSM > 7.0.3)? > > > > ** > > Everybody dust off your way back machines as I have a question regarding > Change Management in ITSM 7.0.3 regarding status transitions. I have set up > an approval process that pauses the status at Scheduled for Approval so as > the CRQ progresses it hits this status and approvals are generated. Once > all approvals are in the status goes to Scheduled and proceeds from there. > > > > For the life of me I can't figure out how to prevent users from just > changing the status of their change from an early status (I don't know, > Draft for example) directly to Implementation in Progress. I have poked > around supporting forms like Process Flow Structure Setup and Status > Relationships but just can't seem to grok it yet. I can certainly write > custom workflow to do this but prefer to do it in configuration if possible. > > > > This article The Pulse: BMC Remedy Change Management – Custom Process Flow > <https://communities.bmc.com/community/bmcdn/bmc_it_service_support/change_process_management/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow> > was very helpful however our ITSM version is so old there is no Process > Flow Configuration option available as described in the article. > > > > Any suggestions are more than welcome, I am assuming there is a way to do > this in configuration rather than writing custom workflow to enforce the > business rule. In the future there will be a different approval process > where a change may have to pause at Scheduled for Review for a first set of > tech review approvals, then pause again later for the business approvals > when it reaches Scheduled for Approval. > > > > > > Regards, > > Rick > > > > *_* > > > *Rick Westbrock *AppOps Engineer | IT Department > 24 Hour Fitness USA, Inc. > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > -- > > *I
Re: How can I control Change Status transitions in Change (ITSM 7.0.3)?
Sure happy to help Rick!. If you are looking for expert advice on planning an ITSM upgrade, then AMIGO program is here to help. The *Assisted MIGration Operation* is a program designed to assist customers with the planning of Remedy IT Service Management Suite upgrades. Details: https://communities.bmc.com/docs/DOC-28417 To get started review the following KA404408 <https://kb.bmc.com/infocenter/index?page=content&id=KA404408>for further program details. Regards, Kunal Das Looking for that extra advantage? Then take the time to visit https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support where you can meet your peers on the BMC communities, share opportunities & challenges and realize more value from BMC Remedy products. Thanks, Kunal. On Wed, May 6, 2015 at 10:52 PM, Rick Westbrock wrote: > ** > > Thanks very much Kunal! I will be working on this today and on a side note > my plan is to jump straight to v9 as soon as we have the cycles to do so. > It will be very “fun” as we don’t have overlays on our current version. :/ > > > > -Rick > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *kunal das > *Sent:* Tuesday, May 05, 2015 10:04 AM > > *To:* arslist@ARSLIST.ORG > *Subject:* Re: How can I control Change Status transitions in Change > (ITSM 7.0.3)? > > > > ** > > Hello Rick, > > > > Since you are using a historical version of Remedy 7.0.3 and like you have > understood from BMC community blog that you can get this functionality by > custom approval process. > > > > Well you can still get this done by base forms. As you are in version > 7.0.3, then go to this form *SYS:Status Transition Rules *a sort with > CHG:Infrastructure Change. > > > > You will notice all the status transition for Change Management. This form > stores the valid status transitions. So a record with status Enabled in > this form means, it is a valid transition and if you want to block a status > transition, then you need to test the same and check this fits well for > your business need. > > > > This form was being used for CM till release 7.6.00. However from > 7.6.Patch1 onwards, this form is no more used by CM. The form now used by > CM is "SYS:Status Flow Transition Rules". The basic concept remains the > same. > > > > Having said that, getting prepared for Remedy latest 8.1 SP2 would be > best, unless you wish to go for upcoming 9.0. I am sure you will like it :) > > > > Hope this helps. > > > Regards, > > > > Kunal Das > > > > Looking for that extra advantage? > > > > Then take the time to visit > https://communities.bmc.com/communities/community/bmcdn/bmc_it_service_support > where you can meet your peers on the BMC communities, share opportunities & > challenges and realize more value from BMC Remedy products. > > > > BMC Remedy Service Support Communities include : Remedy Service Desk > (Incident & Problem Management), Asset Management, Change & Release > Management, Knowledge Management, Service Request Management, Process > Designer, and IT Business Management. > > > > > > On Tue, May 5, 2015 at 8:20 PM, Rick Westbrock > wrote: > > ** > > Thanks Raj and Rick, I did think of that but there are so many > intermediate status values that we don’t use there would be a lot of > inefficient clicking of the “Next” button on the flow bar that I am trying > to find a way around that. However in order to gate the changes properly I > may indeed have to go down that route. > > > > -Rick > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Raj > *Sent:* Tuesday, May 05, 2015 5:56 AM > *To:* arslist@ARSLIST.ORG > *Subject:* Re: How can I control Change Status transitions in Change > (ITSM 7.0.3)? > > > > ** > > The easiest solution can be to disable status filed and only process bar > flow change should be allowed. > > > > -Raj > > > > *From:* Rick Westbrock-5 [via ARS (Action Request System)] [mailto: > ml-node+[hidden email] > <http://user/SendEmail.jtp?type=node&node=121688&i=0>] > *Sent:* Tuesday, May 05, 2015 04:36 > *To:* Hiremath, Raj > *Subject:* How can I control Change Status transitions in Change (ITSM > 7.0.3)? > > > > ** > > Everybody dust off your way back machines as I have a question regarding > Change Management in ITSM 7.0.3 regarding status transitions. I have set up > an approval process that pauses the status at Scheduled for Approval so as > the CRQ progresses it hits this status and app
Re: Too many status in Change
Hello Mark, Yes this is absolutely possible and you should get much more than that in 7.6.04 and so as in 8.1/9.0. The steps are simple yet effective, check this BMC Communities Pulse Article https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2014/01/27/the-pulse-bmc-remedy-change-management-custom-process-flow I hope this helps Regards, Kunal On Wed, Oct 14, 2015 at 1:11 AM, Brittain, Mark wrote: > ** > > HI All > > > > As you know in the 7.6.04 Infrastructure Change there are 13 Status > options. This is a big jump for a company that just moved from a custom 6.3 > environment where the Change has only 5. We’re not currently using > approvals so this is just noise/added effort to work through a Change. As > such I have been asked to investigate reducing the number. However reading > though the ITSM Admin Guide (pg 306) it specifically says “Do not modify > the global best practice phases”. I would assume that disabling a OTB > global counts as modifying so it seems like I am stuck. > > > > So if I only wanted Draft > Planning in Progress > Scheduled > > Implementation in Progress > Completed > Closed is there a way to do that > globally? > > > > Thanks > > Mark > > > > *Mark Brittain* > > Sr. OSD Systems Engineer > > ITILv3 Foundation, Continual Service Improvement > > *NaviSite, Inc. – A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315.634.9337 > > Mobile: 315.882.5360 > > [image: navsig] > > > > -- > > This E-mail and any of its attachments may contain Time Warner Cable > proprietary information, which is privileged, confidential, or subject to > copyright belonging to Time Warner Cable. This E-mail is intended solely > for the use of the individual or entity to which it is addressed. If you > are not the intended recipient of this E-mail, you are hereby notified that > any dissemination, distribution, copying, or action taken in relation to > the contents of and attachments to this E-mail is strictly prohibited and > may be unlawful. If you have received this E-mail in error, please notify > the sender immediately and permanently delete the original and any copy of > this E-mail and any printout. > _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"
Re: Change from Normal to Emergency Error
Dear Mark, Thank you for sharing the used case. The behavior you noticed in 7.6.04 release of Change Management is a known Defect *SW00438538* You can reach out to BMC Customer support to get the hotfix. Also you may want to check the knowledge article *000110366 *and test the hotfix attached. BMC Knowledge Article: *https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000110366 <https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=000110366>* I hope this helps. Regards, Kunal Das On Thu, May 26, 2016 at 7:29 PM, Brittain, Mark wrote: > ** > > Hi All, > > > > Running into a strange situation if a user attempts to update the > Class/Change Timing from Normal to Emergency on an existing Change. ON save > (modify) the Class gets set back to Normal and the user gets the following > message ARWARN45538 This change request has been updated since it was > opened and will be refreshed. Now if a user creates a Change with the Class > as Emergency, that works fine. I have run the logs and been through all the > workflow but can’t seem to find why this occurs. > > > > Any ideas/suggestions would be greatly appreciated. > > ARS 7.6.04 SP5 > > ITSM 7.6.04 SP2 > > > > Thanks > > Mark > > > > *Mark Brittain* > > Sr. Systems Engineer - ITSM > > ITILv3 Foundation, Continual Service Improvement > > *NaviSite, Inc. – A Time Warner Cable Company* > > mbritt...@navisite.com > > Office: 315.634.9337 > > Mobile: 315.882.5360 > > [image: navsig] > > > > -- > > This E-mail and any of its attachments may contain Time Warner Cable > proprietary information, which is privileged, confidential, or subject to > copyright belonging to Time Warner Cable. This E-mail is intended solely > for the use of the individual or entity to which it is addressed. If you > are not the intended recipient of this E-mail, you are hereby notified that > any dissemination, distribution, copying, or action taken in relation to > the contents of and attachments to this E-mail is strictly prohibited and > may be unlawful. If you have received this E-mail in error, please notify > the sender immediately and permanently delete the original and any copy of > this E-mail and any printout. > _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"
