AIE queries
Hi, I have a couple of questions. in AIE, is it possible to do a Count like function in the data mappings section? The customer wants Number of Disks and the info from SCCM only gives disk 1 and disk 2, etc. Can I set up a data mapping that can count how many disks appear under a ResourceID? another question The customer also wants the last login user and time from SCCM. but SCCM shows all those that have logged in. There may be 10 entries for 1 computer in no particular order. Is there a way to put in the latest timestamp as the one to put into the dataset? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Atrium Integrator questions
It's not reliable. It's a free text field in SAP. They want me to use a LIKE statement to query the Remedy product catalog to determine the product type. I'm thinking the product type needs to be in the SAP view. Also they think it's 1 simple job in AI that will automatically populate the proper classes. I think I need to create each job for each class separately. On Jan 27, 5:26 am, Peter Romain p.romain.arsl...@parsolutions.co.uk wrote: If the description encodes the product type is a way that can easily and reliably be automatically extracted then you should be able to add extra steps in the AI job to do what you want. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of remedy lee Sent: 26 January 2012 20:41 To: arsl...@arslist.org Subject: Atrium Integrator questions Hi, I'm familiar with AIE but not with AI. I have a client that has a database (Oracle) with all their purchase records. They created a view to gather the columns I need to push to the CMDB. This view does not have a Product Type or something to identify what the item is other than Description. Can I build a job in Integrator to take that big list of items and push to the appropriate CI Class depending on the Description(which kind of matches up to the Product Catalog)? Or do I have to build some filter/query to only import Computer Systems into BMC_ComputerSystem and Printers into BMC_Printer? I'm trying to tell the client that I need a product type in their view to easily import the record. But they were told that Integrator can do this and sort out the CI Class in the Integrator tool. I hope that makes sense. Any guidance would help. ___ _ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Atrium Integrator questions
Thanks! Now why is it so hard to find the documentation on AI? I remember seeing it and it was web based. But now I can't find it anymore. Could someone point me in the right direction? I will try to figure out integrator and see how it could be used to integrate SAP. thanks again. i might have more questions later though. hehe On Jan 27, 8:58 am, Jarl Grøneng jarl.gron...@gmail.com wrote: Hi, Yes, AI can do that. AI is much more flexible that AIE, and you just create another step to enrich your data -- J 2012/1/26 remedy lee haeyoon@gmail.com: Hi, I'm familiar with AIE but not with AI. I have a client that has a database (Oracle) with all their purchase records. They created a view to gather the columns I need to push to the CMDB. This view does not have a Product Type or something to identify what the item is other than Description. Can I build a job in Integrator to take that big list of items and push to the appropriate CI Class depending on the Description(which kind of matches up to the Product Catalog)? Or do I have to build some filter/query to only import Computer Systems into BMC_ComputerSystem and Printers into BMC_Printer? I'm trying to tell the client that I need a product type in their view to easily import the record. But they were told that Integrator can do this and sort out the CI Class in the Integrator tool. I hope that makes sense. Any guidance would help. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug12www.wwrug12.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Atrium Integrator questions
Hi, I'm familiar with AIE but not with AI. I have a client that has a database (Oracle) with all their purchase records. They created a view to gather the columns I need to push to the CMDB. This view does not have a Product Type or something to identify what the item is other than Description. Can I build a job in Integrator to take that big list of items and push to the appropriate CI Class depending on the Description(which kind of matches up to the Product Catalog)? Or do I have to build some filter/query to only import Computer Systems into BMC_ComputerSystem and Printers into BMC_Printer? I'm trying to tell the client that I need a product type in their view to easily import the record. But they were told that Integrator can do this and sort out the CI Class in the Integrator tool. I hope that makes sense. Any guidance would help. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Modify incident vai email
Thanks for the responses! On Mar 24, 8:47 am, Robert Fults rfu...@fiu.edu wrote: Take a look at this series of articles:http://williamrentfrow.com/automating-service-bmc-remedy-email-engine...http://williamrentfrow.com/automating-service-bmc-remedy-email-engine...http://williamrentfrow.com/automating-service-bmc-remedy-email-engine...http://williamrentfrow.com/part-4-creating-incident-remedy-email-engine/http://williamrentfrow.com/part-5-updating-incidents-incoming-email-r... Once you have the staging form and basic workflow in place, you can add all sorts of intelligence to it to route, close, re-open, change status, get attachments, etc... Hope this helps! -Robert Fults Remedy Admin/Dev. Florida International University Email: rfu...@fiu.eduhttp://uts.fiu.edu -Original Message- From: remedy lee [mailto:haeyoon@gmail.com] Sent: Wednesday, March 23, 2011 3:03 PM Subject: Modify incident vai email Ok I looked through the remedy guide and determined that Modifying an Incident using an email template doesn't work unless Remedy itself sends a reply back to an email submit. So there's no way for me to use the modify template for a support staff to close a ticket via email. Using the email engine modify instruction that is. So is a possible solution to create a staging form that accepts an email submit and it matches up the INC# and modifies it accordingly? Or is there a better way? Thanks ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.orgattend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Modify incident vai email
Ok I looked through the remedy guide and determined that Modifying an Incident using an email template doesn't work unless Remedy itself sends a reply back to an email submit. So there's no way for me to use the modify template for a support staff to close a ticket via email. Using the email engine modify instruction that is. So is a possible solution to create a staging form that accepts an email submit and it matches up the INC# and modifies it accordingly? Or is there a better way? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Important forms/records? CFG TicketNumGenerator
I looked over some tables and noticed some large ones. I have WOI:CFG TicketNumGenerator SRM:SFG TicketNumGenerator WOI:WorkOrderInterface_Create They all have records in them but I assume these forms should have their records deleted after it is used. The Work Order Interface create is large and I would like to delete them. It is related to our customizations (out of the box) in SRM 2.1 for the advanced forms. I'm guessing these forms are meant to be temporary staging forms and after it's been 'used', the record can be deleted. Any insight into this? And please do not solicit me with offers for other SRM tools. We bought SRM 2.1 and plan on upgrading to 7.6 later this year if tests go well. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Ramdom Performance issue.
Interesting that you say ignore C112 clauses. My Overview Console search adds C112 LIKE clauses. SELECT T943.C1,C10,C7,C100164,C179,C23009,C301626500,C100161,C100218,C3,C100019,C100018 FROM T943 WHERE (((T943.C112 LIKE N'%;''user'';%') OR (T943.C112 LIKE N'%;0;%') OR (T943.C112 LIKE N'%;-1098;%') OR (T943.C112 LIKE N'%;-2;%') OR (T943.C112 LIKE N'%;-20026;%') OR (T943.C112 LIKE N'%;803;%') OR (T943.C112 LIKE N'%;804;%') OR (T943.C112 LIKE N'%; 20061;%') OR (T943.C112 LIKE N'%;20313;%') OR (T943.C112 LIKE N'%; 20316;%') OR (T943.C112 LIKE N'%;13006;%') OR (T943.C112 LIKE N'%; 20055;%') OR (T943.C112 LIKE N'%;20211;%') OR (T943.C112 LIKE N'%; 20221;%') OR (T943.C112 LIKE N'%;20315;%') OR (T943.C112 LIKE N'%; 11;%') OR (T943.C112 LIKE N'%;100113;%') OR (T943.C112 LIKE N'%;20032;%') OR (T943.C112 LIKE N'%;20026;%') OR (T943.C112 LIKE N'%;2;%') OR (T943.C112 LIKE N'%;20012;%') OR (T943.C112 LIKE N'%; 20214;%') OR (T943.C112 LIKE N'%;20213;%') OR (T943.C112 LIKE N'%; 20302;%') OR (T943.C112 LIKE N'%;20218;%') OR (T943.C112 LIKE N'%; 20003;%') OR (T943.C112 LIKE N'%;100058;%')) This clause is added when Unrestricted Access is not checked. If I check Unrestricted access, it doesn't add that clause. Also having that clause in the SQL statement adds 5-8 seconds to the query and makes my CPU usage jump from 60% to 100% for the query. I cannot pinpoint where that clause gets added either. It seems to be added at the start of any console search. incident, problem, work order or overview and is solely based on if that Unrestricted Access is checked or not. We have Multitenancy turned on and are on ARS 7.1 patch 3, ITSM 7.0.3 I'm wondering if it's similar to the OPs issue On Jan 24, 10:00 am, Mueller, Doug doug_muel...@bmc.com wrote: Viki, As Axton noted, although it looks BIG, ignore the C112 clauses in any WHERE clause when looking at AR System logs. This also includes any C60xxx fields. All of these clauses will be at the end of the query. They may be large (if you are in a lot of groups). They do not affect the overall performance of the system. So, you get down in this case to the very simply query Axton has indicated. This is an UNQUALIFIED search of the given table (T28). First, do you have disallow unqualified queries server option set. This command would indicate you do not have this set. It is recommended that you do to control this type of unqualified query from accidentally happening. If you turn on SQL logging at the AR System level, it will tell you a lot of information. What login issued the command When From what type of client (the client type can tell you it came from the mid-tier or a specific utility or if 0, it generally means from a custom API program) If you turn on various types of logs, one might include the IP address too and then you can see the user and the IP address and track back to the machine the command is coming from. All this can help track the problem. But, setting the option to disallow unqualified queries may go a long way toward helping to either stop accidents or to cause someone to come and ask you why their unqualified search stopped working Note you have a little bit of a clue about the user. They are not an Administrator and they are in all the groups that show up in the query below that field 112 is being searched for. I hope this helps, Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Axton Sent: Monday, January 24, 2011 6:45 AM To: arsl...@arslist.org Subject: Re: Ramdom Performance issue. ** What is table T28? select name from arschema where schemaid = 28 / The C112 parts of the query have to do with the row level locking that is set up on T28. Also, what method are you using to identify this as a cause or indicator of your performance problem? Axton On Mon, Jan 24, 2011 at 3:13 AM, Viki_kulkarni vk0073...@techmahindra.commailto:vk0073...@techmahindra.com wrote: hi all, since couple of weeks we are facing a strange issue. The AR Server just peaks at 100% and hangs. We see that there is a heavy query running on DB which looks like this SELECT T28.C1,C600011000,C536870984,C536870913,C900106001,C901050057,C536871019,C9 00200400,C536870958,C536870950,C900170325,C536870935,C90013,C536870929, C536870931,C536870914,C536871018,C536870938,C65000,C536870952,C53687102 5,C536871038,C53690,C536870912,C7,C900040206,C901092014,C900110076,C536 870987,C901170021,C536870957 FROM T28 WHERE (((T28.C112 LIKE :SYS_B_00) OR ((T28.C112 LIKE :SYS_B_01) OR ((T28.C112 LIKE :SYS_B_02) OR ((T28.C112 LIKE :SYS_B_03) OR ((T28.C112 LIKE :SYS_B_04) OR ((T28.C112 LIKE :SYS_B_05) OR ((T28.C112 LIKE :SYS_B_06) OR ((T28.C112 LIKE :SYS_B_07) OR ((T28.C112 LIKE :SYS_B_08) OR ((T28.C112 LIKE :SYS_B_09) OR
Overview Console SQL statement question
Hi, Checking through my SQL profiler, I can see that when I open Overview Console, the following statement is used. SELECT T943.C1,C10,C7,C100164,C179,C23009,C301626500,C100161,C100218,C3,C100019,C100018 FROM T943 WHERE (((T943.C112 LIKE N'%;''mhole'';%') OR (T943.C112 LIKE N'%;0;%') OR (T943.C112 LIKE N'%;-1098;%') OR (T943.C112 LIKE N'%;-2;%') OR (T943.C112 LIKE N'%;-20026;%') OR (T943.C112 LIKE N'%;803;%') OR (T943.C112 LIKE N'%;804;%') OR (T943.C112 LIKE N'%; 20061;%') OR (T943.C112 LIKE N'%;20313;%') OR (T943.C112 LIKE N'%; 20316;%') OR (T943.C112 LIKE N'%;13006;%') OR (T943.C112 LIKE N'%; 20050;%') OR (T943.C112 LIKE N'%;20055;%') OR (T943.C112 LIKE N'%; 20210;%') OR (T943.C112 LIKE N'%;20211;%') OR (T943.C112 LIKE N'%; 20221;%') OR (T943.C112 LIKE N'%;20315;%') OR (T943.C112 LIKE N'%; 20017;%') OR (T943.C112 LIKE N'%;20032;%') OR (T943.C112 LIKE N'%; 20026;%') OR (T943.C112 LIKE N'%;2;%') OR (T943.C112 LIKE N'%; 20003;%') OR (T943.C112 LIKE N'%;20012;%') OR (T943.C112 LIKE N'%; 20007;%') OR (T943.C112 LIKE N'%;20301;%') OR (T943.C112 LIKE N'%; 20214;%') OR (T943.C112 LIKE N'%;20213;%') OR (T943.C112 LIKE N'%; 20218;%') OR (T943.C112 LIKE N'%;100111;%') OR (T943.C112 LIKE N'%; 100112;%') OR (T943.C112 LIKE N'%;11;%') OR (T943.C112 LIKE N'%;100096;%') OR (T943.C112 LIKE N'%;100141;%') OR (T943.C112 LIKE N'%;100099;%') OR (T943.C112 LIKE N'%; 100104;%') OR (T943.C112 LIKE N'%;100102;%') OR (T943.C112 LIKE N'%;100121;%') OR (T943.C112 LIKE N'%;20217;%')) AND (((T943.C23009 = N'ASTCIUNAVAILABILITY') AND ((T943.C100079 = N'SGP0130') OR (T943.C100079 = N'SGP0131') OR (T943.C100079 = N'SGP0115') OR (T943.C100079 = N'SGP0177') OR (T943.C100079 = N'SGP0118') OR (T943.C100079 = N'SGP0123') OR (T943.C100079 = N'SGP0121') OR (T943.C100079 = N'SGP0140'))) OR ((T943.C23009 = N'MAINCHANGE') AND ((T943.C100427 = N'SGP0130') OR (T943.C100427 = N'SGP0131') OR (T943.C100427 = N'SGP0115') OR (T943.C100427 = N'SGP0177') OR (T943.C100427 = N'SGP0118') OR (T943.C100427 = N'SGP0123') OR (T943.C100427 = N'SGP0121') OR (T943.C100427 = N'SGP0140')) AND ((T943.C7 = 1) OR (T943.C7 = 2) OR (T943.C7 = 3) OR (T943.C7 = 4) OR (T943.C7 = 5) OR (T943.C7 = 6) OR (T943.C7 = 7) OR (T943.C7 = 8) OR (T943.C7 = 9))) OR ((T943.C23009 = N'MAINHELPDESK') AND ((T943.C100079 = N'SGP0130') OR (T943.C100079 = N'SGP0131') OR (T943.C100079 = N'SGP0115') OR (T943.C100079 = N'SGP0177') OR (T943.C100079 = N'SGP0118') OR (T943.C100079 = N'SGP0123') OR (T943.C100079 = N'SGP0121') OR (T943.C100079 = N'SGP0140')) AND ((T943.C7 = 0) OR (T943.C7 = 1) OR (T943.C7 = 2) OR (T943.C7 = 3))) OR ((T943.C23009 = N'ASTPUREQUISITION') AND ((T943.C100079 = N'SGP0130') OR (T943.C100079 = N'SGP0131') OR (T943.C100079 = N'SGP0115') OR (T943.C100079 = N'SGP0177') OR (T943.C100079 = N'SGP0118') OR (T943.C100079 = N'SGP0123') OR (T943.C100079 = N'SGP0121') OR (T943.C100079 = N'SGP0140'))) OR ((T943.C23009 = N'MAINKNOWLEDGEDATABASE') AND ((T943.C100079 = N'SGP0130') OR (T943.C100079 = N'SGP0131') OR (T943.C100079 = N'SGP0115') OR (T943.C100079 = N'SGP0177') OR (T943.C100079 = N'SGP0118') OR (T943.C100079 = N'SGP0123') OR (T943.C100079 = N'SGP0121') OR (T943.C100079 = N'SGP0140')) AND (T943.C7 = 4)) OR ((T943.C23009 = N'MAINKNOWNERROR') AND ((T943.C100079 = N'SGP0130') OR (T943.C100079 = N'SGP0131') OR (T943.C100079 = N'SGP0115') OR (T943.C100079 = N'SGP0177') OR (T943.C100079 = N'SGP0118') OR (T943.C100079 = N'SGP0123') OR (T943.C100079 = N'SGP0121') OR (T943.C100079 = N'SGP0140')) AND ((T943.C7 = 0) OR (T943.C7 = 1) OR (T943.C7 = 2))) OR ((T943.C23009 = N'MAINPROBLEM') AND ((T943.C100079 = N'SGP0130') OR (T943.C100079 = N'SGP0131') OR (T943.C100079 = N'SGP0115') OR (T943.C100079 = N'SGP0177') OR (T943.C100079 = N'SGP0118') OR (T943.C100079 = N'SGP0123') OR (T943.C100079 = N'SGP0121') OR (T943.C100079 = N'SGP0140')) AND ((T943.C7 = 0) OR (T943.C7 = 1) OR (T943.C7 = 2) OR (T943.C7 = 3) OR (T943.C7 = 4) OR (T943.C7 = 5) ORDER BY 8 ASC, 1 ASC THis only happens when the support staff does have Unrestricted Access checked. When it is checked, the LIKE qualifications do not appear. Where can I find the workflow that does this? I've been searching and cannot find it.
Overview Console high CPU usage
I've noticed that lately our SQL server is hitting 100% cpu usage frequently. I pinned it down to a query that is causing it. It seems to stem from users viewing the Overview Console. We have SRM 2.1, ITSM 7.0.3, SLM 7.1 and ARS 7.1 installed. SQL 2005 with 2 CPU and 4GB ram running in VMware. I can see in SQL Profiler that CPU usage hits 100% when these 2 SELECT statements run SELECT T1479.C1,C10,C7,C100164,C301572100,C179,C23009,C301626500,C100182,C103230,C3,C103297,C103298 FROM T1479 WHERE (((T1479.C112 LIKE N'%;''nfu'';%') OR (T1479.C112 LIKE N'%;0;%') OR (T1479.C112 LIKE N'%;-1098;%') OR (T1479.C112 LIKE N'%;-2;%') OR (T1479.C112 LIKE N'%;803;%') OR (T1479.C112 LIKE N'%; 804;%') OR (T1479.C112 LIKE N'%;20061;%') OR (T1479.C112 LIKE N'%; 20313;%') OR (T1479.C112 LIKE N'%;20316;%') OR (T1479.C112 LIKE N'%; 13006;%') OR (T1479.C112 LIKE N'%;20055;%') OR (T1479.C112 LIKE N'%; 20211;%') OR (T1479.C112 LIKE N'%;20221;%') OR (T1479.C112 LIKE N'%; 20315;%') OR (T1479.C112 LIKE N'%;2;%') OR (T1479.C112 LIKE N'%; 11;%') OR (T1479.C112 LIKE N'%;100044;%') OR (T1479.C112 LIKE N'%;20003;%') OR (T1479.C112 LIKE N'%;20012;%') OR (T1479.C112 LIKE N'%;20007;%') OR (T1479.C112 LIKE N'%;20214;%') OR (T1479.C112 LIKE N'%;20213;%') OR (T1479.C112 LIKE N'%;20302;%') OR (T1479.C112 LIKE N'%;20218;%')) AND (((T1479.C23009 = N'ASTCIUNAVAILABILITY') AND (T1479.C103234 = N'SGP0064')) OR ((T1479.C23009 = N'MAINCHANGE') AND (T1479.C100337 = N'SGP0064') AND ((T1479.C7 = 1) OR (T1479.C7 = 2) OR (T1479.C7 = 3) OR (T1479.C7 = 4) OR (T1479.C7 = 5) OR (T1479.C7 = 6) OR (T1479.C7 = 7) OR (T1479.C7 = 8) OR (T1479.C7 = 9))) OR ((T1479.C23009 = N'MAINHELPDESK') AND (T1479.C103234 = N'SGP0064') AND ((T1479.C7 = 0) OR (T1479.C7 = 1) OR (T1479.C7 = 2) OR (T1479.C7 = 3))) OR ((T1479.C23009 = N'ASTPUREQUISITION') AND (T1479.C103234 = N'SGP0064')) OR ((T1479.C23009 = N'TMSTASK') AND (T1479.C103234 = N'SGP0064') AND ((T1479.C7 = 1000) OR (T1479.C7 = 2000) OR (T1479.C7 = 3000) OR (T1479.C7 = 4000) OR (T1479.C7 = 5000))) OR ((T1479.C23009 = N'MAINWORKORDER') AND ((T1479.C100079 = N'SGP0064') OR (T1479.C103234 = N'SGP0064')) AND ((T1479.C100079 = N'SGP0064') OR (T1479.C103234 = N'SGP0064')) AND ((T1479.C7 = 0) OR (T1479.C7 = 1) OR (T1479.C7 = 2) OR (T1479.C7 = 3) OR (T1479.C7 = 4))) OR ((T1479.C23009 = N'MAINKNOWLEDGEDATABASE') AND (T1479.C103234 = N'SGP0064') AND (T1479.C7 = 4)) OR ((T1479.C23009 = N'MAINKNOWNERROR') AND (T1479.C103234 = N'SGP0064') AND ((T1479.C7 = 0) OR (T1479.C7 = 1) OR (T1479.C7 = 2))) OR ((T1479.C23009 = N'MAINPROBLEM') AND (T1479.C103234 = N'SGP0064') AND ((T1479.C7 = 0) OR (T1479.C7 = 1) OR (T1479.C7 = 2) OR (T1479.C7 = 3) OR (T1479.C7 = 4) OR (T1479.C7 = 5) ORDER BY 9 ASC, 1 ASC AND SELECT T943.C1,C10,C7,C100164,C179,C23009,C301626500,C100161,C100218,C3,C100019,C100018 FROM T943 WHERE (((T943.C112 LIKE N'%;''nfu'';%') OR (T943.C112 LIKE N'%;0;%') OR (T943.C112 LIKE N'%;-1098;%') OR (T943.C112 LIKE N'%;-2;%') OR (T943.C112 LIKE N'%;803;%') OR (T943.C112 LIKE N'%; 804;%') OR (T943.C112 LIKE N'%;20061;%') OR (T943.C112 LIKE N'%; 20313;%') OR (T943.C112 LIKE N'%;20316;%') OR (T943.C112 LIKE N'%; 13006;%') OR (T943.C112 LIKE N'%;20055;%') OR (T943.C112 LIKE N'%; 20211;%') OR (T943.C112 LIKE N'%;20315;%') OR (T943.C112 LIKE N'%; 11;%') OR (T943.C112 LIKE N'%;100044;%') OR (T943.C112 LIKE N'%;20012;%') OR (T943.C112 LIKE N'%;20032;%') OR (T943.C112 LIKE N'%;2;%') OR (T943.C112 LIKE N'%;20218;%') OR (T943.C112 LIKE N'%; 20213;%') OR (T943.C112 LIKE N'%;20003;%') OR (T943.C112 LIKE N'%; 20302;%') OR (T943.C112 LIKE N'%;20007;%')) AND (((T943.C23009 = N'ASTCIUNAVAILABILITY') AND (T943.C100079 = N'SGP0064')) OR ((T943.C23009 = N'MAINCHANGE') AND (T943.C100427 = N'SGP0064') AND ((T943.C7 = 1) OR (T943.C7 = 2) OR (T943.C7 = 3) OR (T943.C7 = 4) OR (T943.C7 = 5) OR (T943.C7 = 6) OR (T943.C7 = 7) OR (T943.C7 = 8) OR (T943.C7 = 9))) OR ((T943.C23009 = N'MAINHELPDESK') AND (T943.C100079 = N'SGP0064') AND ((T943.C7 = 0) OR (T943.C7 = 1) OR (T943.C7 = 2) OR (T943.C7 = 3))) OR ((T943.C23009 = N'ASTPUREQUISITION') AND (T943.C100079 = N'SGP0064')) OR ((T943.C23009 = N'TMSTASK') AND (T943.C100079 = N'SGP0064') AND ((T943.C7 = 1000) OR (T943.C7 = 2000) OR (T943.C7 = 3000) OR (T943.C7 = 4000) OR (T943.C7 = 5000))) OR ((T943.C23009 = N'MAINWORKORDER') AND ((T943.C100427 = N'SGP0064') OR (T943.C100079 = N'SGP0064')) AND ((T943.C100427 = N'SGP0064') OR (T943.C100079 = N'SGP0064')) AND ((T943.C7 = 0) OR (T943.C7 = 1) OR (T943.C7 = 2) OR (T943.C7 = 3) OR (T943.C7 = 4))) OR ((T943.C23009 = N'MAINKNOWLEDGEDATABASE') AND
After New Save - No Action
I know there is the option under Application Preferences called After New Save. The options are No Action, Redisplay New, Redisplay Current I thought No Action would keep the Just saved ticket on the screen (Like modifying a ticket) Redisplay New would open a new incident ticket Redisplay Current would open the same incident in a new window Can anyone clarify what the options are supposed to do? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Purging not releasing space
A follow up to this. Let's say I delete records from the database from table A Would that free space be used for other tables or just reserved for table A future records? On Nov 22, 10:21 am, patrick zandi remedy...@gmail.com wrote: you cannot reduce the size of the database (after creation) from the remedy side, you need an oracle DBA to assist you to reduce the DBF's http://www.orafaq.com/wiki/Oracle_database_FAQ-- This might help some ... The DBF's are like a jar and your data is the marbles in it.. you can pull 100 marbles from the jar, but the jar is still the same size. On Mon, Nov 22, 2010 at 9:20 AM, rajat sharma rajatcome...@gmail.comwrote: ** Hi List, We are deleting recoreds from Remedy but it is not releasing space from Database. Please let me know if i need to check some settings. Also let me know if i need to take help from DBA. Environment: ARSystem: 7.5 patch002 Platform: AIX Database: Oracle 10g BMC Atrium CMDB: 7.5 patch004 BMC Drift: 7.5 SRM: 2.2 patch003 Thanks, Rajat _attend WWRUG11www.wwrug.comARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Threads - Overview Console, SRM, Plugin loopback
Hi, Once again I come to ARSlist for guidance. I cannot say how much I appreciate all you Remedy experts. Anyway, Our environment is ARS 7.1 patch 3, ITSM 7.0.3, SRM 2.1 and SLM 7.1 patch 2 I've noticed that Overview Console loading uses up a lot of SQL time (Profiler shows lots of time in overview console) I'm pretty sure as the records grow, Overview Console is built inefficiently. I can see a lot of LIKE qualifications in the query. But i'm no expert if any of this so I could be reading it wrong. Now we have 50 support staff constantly loading Overview Console to look for tickets and I figure that is causing unnecessary load on the sql server. Also we have fast threads as 6/6 and list as 10/10. Seems like all overview, SRM workflow go through the fast thread. So I'm guessing a lot of actions are queued up waiting for threads to free up. Will a CAI plugin registry private thread of 4/4 help with spreading the workflow around? What does the plugin loopback RPC thread do? What applications use that? Should I decrease the plugin loopback from 2/2 to 1/1? I just want things to be running as efficiently as possible. But for some reason SRM 2.1 seems to be throwing monkey wrenches into everything. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 2.1 upgrade to SRM 7.6 trouble/issue/fail
Thanks Larry! That did the trick. the 7.6 patch 1 SRM install went through with warnings. But it did install. Now I have the fun of finding out what broke and how to fix it from my SRM 2.1 setup. Fun fun... Thanks again! On Nov 1, 4:47 pm, Larry Barnes larry.bar...@thecreek.com wrote: I was having similar errors when trying to upgrade from SRM 2.2 patch 3. I was pointed to the following KB article from BMC: KB article SW00359420. I've followed the steps in this article and it found several of my SRM files that would not be migrated due to category errors; I think these are the same errors you are seeing. Hope this is helpful, Larry B. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of remedy lee Sent: Monday, November 01, 2010 1:31 PM To: arsl...@arslist.org Subject: Re: SRM 2.1 upgrade to SRM 7.6 trouble/issue/fail Error log file [Mon Nov 01 12:57:56.098] LoadApp- [Mon Nov 01 12:57:56.098] LoadApp- Processing component: srm [ERROR][Mon Nov 01 13:01:41.051] ImportFileNode- Non-zero rc in import of items in C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srm\workflow\en\.\SRM_menu.def, result 2 [ERROR][Mon Nov 01 13:01:41.051] ImportFileNode- 303 Form does not exist on server PCT:Product Model/Version [WARNING][Mon Nov 01 13:01:41.051] ImportFileNode- 55 The following item was not imported SRM:PDV:Product VersionSRM-Q [ERROR][Mon Nov 01 13:01:41.051] DefnImport- Defnimp failed, code 2, filename C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srm\workflow\en\.\SRM_menu.def [ERROR][Mon Nov 01 13:03:23.411] LoadApp- At least one file in definitions list received non-zero rc [Mon Nov 01 13:04:56.880] LoadApp- Application load completed, errors encountered. [Mon Nov 01 13:04:56.880] LoadApp- Worst RCs 2 0 0 2 [Mon Nov 01 13:04:56.880] LoadApp- File Load Status for overall Application: srm [Mon Nov 01 13:04:56.880] LoadApp- Packing Lists Config Data Sample Data All Files [Mon Nov 01 13:04:56.880] LoadApp- Skipped 0 0 0 0 [Mon Nov 01 13:04:56.880] LoadApp- Success 106 44 0 150 [Mon Nov 01 13:04:56.880] LoadApp- Failed 1 0 0 1 [Mon Nov 01 13:04:56.880] LoadApp- Totals 107 44 0 151 [Mon Nov 01 13:04:56.880] LoadApp- Worst rc for application overall: 2 [Mon Nov 01 13:04:56.895] rikMain- Returning 1054 for command loadapp [Mon Nov 01 13:05:46.723] rikMain- Returning 0 for command getsvrinfo [Mon Nov 01 13:05:53.786] LoadApp- [Mon Nov 01 13:05:53.786] LoadApp- Processing component: srs [ERROR][Mon Nov 01 13:09:18.895] ImportFileNode- Non-zero rc in import of items in C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\srs_deplapp.def, result 2 [ERROR][Mon Nov 01 13:09:18.895] ImportFileNode- 552 Failure during SQL operation to the database The statement has been terminated.The CREATE UNIQUE INDEX statement terminated because a duplicate key was found for the object name 'dbo.T1587' and the index name 'I1587_42001_1'. The duplicate key value is (Approval, 1.0.00.000). [WARNING][Mon Nov 01 13:09:18.895] ImportFileNode- 55 The following item was not imported Visualizer Module Registration [WARNING][Mon Nov 01 13:09:18.895] ImportFileNode- 552 Failure during SQL operation to the database 42001,42007 [ERROR][Mon Nov 01 13:09:18.895] DefnImport- Defnimp failed, code 2, filename C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\srs_deplapp.def [ERROR][Mon Nov 01 13:10:00.348] ImportFileNode- Non-zero rc in import of items in C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\SRS_menu.def, result 2 [ERROR][Mon Nov 01 13:10:00.348] ImportFileNode- 303 Form does not exist on server PCT:Product Model/Version [WARNING][Mon Nov 01 13:10:00.348] ImportFileNode- 55 The following item was not imported SRD:PDV:Product VersionSRM-Q [ERROR][Mon Nov 01 13:10:00.348] DefnImport- Defnimp failed, code 2, filename C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\SRS_menu.def [WARNING][Mon Nov 01 13:13:38.239] MigrateFile- 'WESTERN' charset is been used for server DRBBSREMEDYAPP [WARNING][Mon Nov 01 13:13:51.333] MigrateFile- 'WESTERN' charset is been used for server DRBBSREMEDYAPP [WARNING][Mon Nov 01 13:14:03.473] MigrateFile- 'WESTERN' charset is been used for server DRBBSREMEDYAPP [WARNING][Mon Nov 01 13:14:10.067] MigrateFile- 'WESTERN' charset
SRM 2.1 upgrade to SRM 7.6 trouble/issue/fail
Hi, I've been trying to upgrade SRM 2.1 to 7.6 and it always fails. I've upgraded SRM 2.1 to patch 1 (2) successfully Then I upgraded SRM 2.1 patch 1 to SRM 2.2 with some failures. Then I patched to SRM 2.2 patch 1 - 3 with failures. But the upgrade shows up in SHARE:Application_Properties. However SRM 2.2 patch 3 to 7.6 fails and it doesn't install at all. None of the SRM forms are updated. Background: We made some customizations on the SRM forms like WOI and SRM forms. Only the Work Order forms have customizations with Type Fields that we added (our consultant used reserved fields). We use the advanced interface forms for onboarding, offboarding and purchase requests. We have extensive process templates and a lot of REQ/WOI tickets that need to be kept for compliance. What's the best way to upgrade to 7.6 (apparently 7.6 is the real complete SRM)? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 2.1 upgrade to SRM 7.6 trouble/issue/fail
I reverted back to to an earlier Vm snapshot to try again. I'll post the error messages as I get them. Thx From SRM 2.1 patch 1 to SRM 2.2 The error messages C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srm\workflow\en\.\SRM_menu.def: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\srs_deplapp.def: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\SRS_menu.def: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\. \SRS_WOI_SRMAppTemplateBridge_cfg.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\Data_Visualization_Module.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\SYS_Message_Box.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\. \SRS_SRMApplicationObjectTemplate_Sample_SRS.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\msm\workflow\en\.\MIG_SRMS_2.0_2.1.arx: Failed On Nov 1, 4:11 pm, remedy lee haeyoon@gmail.com wrote: Hi, I've been trying to upgrade SRM 2.1 to 7.6 and it always fails. I've upgraded SRM 2.1 to patch 1 (2) successfully Then I upgraded SRM 2.1 patch 1 to SRM 2.2 with some failures. Then I patched to SRM 2.2 patch 1 - 3 with failures. But the upgrade shows up in SHARE:Application_Properties. However SRM 2.2 patch 3 to 7.6 fails and it doesn't install at all. None of the SRM forms are updated. Background: We made some customizations on the SRM forms like WOI and SRM forms. Only the Work Order forms have customizations with Type Fields that we added (our consultant used reserved fields). We use the advanced interface forms for onboarding, offboarding and purchase requests. We have extensive process templates and a lot of REQ/WOI tickets that need to be kept for compliance. What's the best way to upgrade to 7.6 (apparently 7.6 is the real complete SRM)? ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: SRM 2.1 upgrade to SRM 7.6 trouble/issue/fail
- Returning 1 for command appinfo [Mon Nov 01 13:28:29.161] reportResult- Returning 7.6.00 [Mon Nov 01 13:28:29.176] rikMain- Returning 0 for command appinfo [Mon Nov 01 13:28:30.130] rikMain- Returning 1 for command appinfo [Mon Nov 01 13:31:15.598] rikMain- Returning 0 for command getsvrinfo [Mon Nov 01 13:31:15.989] rikMain- Returning 0 for command setsvrinfo [Mon Nov 01 13:31:16.208] rikMain- Returning 0 for command getsvrinfo On Nov 1, 4:29 pm, remedy lee haeyoon@gmail.com wrote: I reverted back to to an earlier Vm snapshot to try again. I'll post the error messages as I get them. Thx From SRM 2.1 patch 1 to SRM 2.2 The error messages C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srm\workflow\en\.\SRM_menu.def: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\srs_deplapp.def: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\SRS_menu.def: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\. \SRS_WOI_SRMAppTemplateBridge_cfg.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\Data_Visualization_Module.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\.\SYS_Message_Box.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\srs\workflow\en\. \SRS_SRMApplicationObjectTemplate_Sample_SRS.arx: Failed C:\Program Files\AR System Applications\DRBBSREMEDYAPP\BMC Service Request Management\ar\msm\workflow\en\.\MIG_SRMS_2.0_2.1.arx: Failed On Nov 1, 4:11 pm, remedy lee haeyoon@gmail.com wrote: Hi, I've been trying to upgrade SRM 2.1 to 7.6 and it always fails. I've upgraded SRM 2.1 to patch 1 (2) successfully Then I upgraded SRM 2.1 patch 1 to SRM 2.2 with some failures. Then I patched to SRM 2.2 patch 1 - 3 with failures. But the upgrade shows up in SHARE:Application_Properties. However SRM 2.2 patch 3 to 7.6 fails and it doesn't install at all. None of the SRM forms are updated. Background: We made some customizations on the SRM forms like WOI and SRM forms. Only the Work Order forms have customizations with Type Fields that we added (our consultant used reserved fields). We use the advanced interface forms for onboarding, offboarding and purchase requests. We have extensive process templates and a lot of REQ/WOI tickets that need to be kept for compliance. What's the best way to upgrade to 7.6 (apparently 7.6 is the real complete SRM)? ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Email link Search Incident but don't want Results Window
Actually the issue is something else. For example, when you go to Incident management Console and click on Search Incidents, it brings up your results. At the top of the results, there are columns like Incident Number, Summary, etc. For the Custom guest view, the email link also brings up that results window with the same columns as the support staff see. But we don't want that results window. Ideally we want the email link to take them straight into the Incident Custom guest form without showing the Results. On Aug 16, 4:19 pm, Arner, Todd tar...@glhec.org wrote: You should be able to add the results list to the Guest View and then hide what you don't want visible. To add the results list open the form in the Admin tool and then go to Form and Form Action fields on the menu bar of the Admin tool. Check the Result List option and select the view to add it to. Once the table is added you can hide the table or just certain columns. I'm thinking this should work but have not tried it. HTH Todd Arner Great Lakes -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of remedy lee Sent: Monday, August 16, 2010 2:25 PM To: arsl...@arslist.org Subject: Email link Search Incident but don't want Results Window Hi, I have a working email link using http://midtierserver/arsys/servlet/ViewFormServlet?form=HPD%3aHelp+Desk; view=Guest+Viewserver=remedyserverusername=guestpwd=guestqual='Incid ent%20ID*'%20%3D%20%22#Incident Number#%22 This link works great as it automatically logs in with the guest id and goes to a custom view I made for HPD:Help Desk The custom view shows just enough information on 1 screen for the customer to see. However, this link does a search to find the Incident Number and therefore brings up the search results window. That search results window shows more info than we'd like. For example, it shows Assignee, Priority, Assigned Group, etc. We don't want the end user to see those details. If I remove the columns from the Result Fields on HPD:Help Desk, it removes it from all views. Is there a way to just go right to the ticket from the email link without it bringing up the search results window? Or is there a way to hide that column just for customers? Thanks ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are --- - The information contained in this communication may be confidential, is intended only for the use of the recipient(s) named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication, or any of its contents, is strictly prohibited. If you have received this communication in error, please notify the sender immediately and destroy or delete the original message and any copy of it from your computer system. If you have any questions concerning this message, please contact the sender. === = ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Email link Search Incident but don't want Results Window
Hi, I have a working email link using http://midtierserver/arsys/servlet/ViewFormServlet?form=HPD%3aHelp+Deskview=Guest+Viewserver=remedyserverusername=guestpwd=guestqual='Incident%20ID*'%20%3D%20%22#Incident Number#%22 This link works great as it automatically logs in with the guest id and goes to a custom view I made for HPD:Help Desk The custom view shows just enough information on 1 screen for the customer to see. However, this link does a search to find the Incident Number and therefore brings up the search results window. That search results window shows more info than we'd like. For example, it shows Assignee, Priority, Assigned Group, etc. We don't want the end user to see those details. If I remove the columns from the Result Fields on HPD:Help Desk, it removes it from all views. Is there a way to just go right to the ticket from the email link without it bringing up the search results window? Or is there a way to hide that column just for customers? Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Service Request Management Portal best practices
I wouldn't mind this too. We are on SRM 2.1 and our users also complain. the SRM user interface is not that friendly and the performance isn't that great either. I'm willing to bet the response will be Upgrade to SRM 7.6 On Aug 16, 3:40 pm, Vianna Vianna vianna...@hotmail.com wrote: Hi all We are beginning the process of revamping our Service Request Management system (version 2.2), and was wondering if anybody has come across any material / documentation on SRM best practices? We are looking to improve the interface for the end user. Currently we've had some negative feedback and most people are preferring to contact the service desk directly rather then submitting their own requests via SRM. Any documentation, info, or direction would be most appreciated! Thanks Vianna ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Macro creation in User tool 7.1
Hi, I can't seem to find an answer easily on this one. How do you create a macro in Remedy user 7.1? I click on the record macro and go through my actions (mouse clicks) and I can't save it. it says Empty macro definition. (ARERR 1569) Are macros still working in 7.x? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: How to create ticket in Remedy by sending e-mail or script
I hope this helps anyone searching for this type of help. We used a very simple template like this. Schema: HPD:IncidentInterface_Create Server: remedyserver Login: loginid Password: Action: Submit Format: Short Last Name* !100018!: Guest Company*+ !11!: My Company First Name* !100019!: My Service Type !100099!: 0 Reported Date !100560!: 11/06/2010 3:26 PM Priority !100164!: Medium Status ! 7!: New Weight !100169!: 10 Impact* !100163!: 3-Moderate/Limited Urgency* !100162!: 4-Low Support Company* !100251!: My Company Support Organization* !100014!: Application Support Assigned Group*+ !100217!: Application Support Description !10!: Summary test Reported Source !100215!: Email Product Categorization Tier 1 ! 20003!: Applications Product Categorization Tier 2 ! 20004!: Applications2 Product Categorization Tier 3 ! 20005!: Error z1D_Action ! 100076!: CREATE Details !100151!: [$$Anything within these brackets will be saved as text testing $$] z1D_Activity_Type !301398600!: 16000 !301602600!: 1000 !301329900!: !301398800!: On Jun 30, 8:22 am, NNMN naveen...@gmail.com wrote: Hi, If you have email engine installed and incoming mailbox configured you can achieve this easily. Check out the guide on ARS Email Engine. skrz wrote: Hi, I want to create a ticket in Remedy in fast and simple way: for example, by sending a special e-mail or script, is it possible ? I found some tool - http://www.westoverconsulting.co.uk/utilitiesOutlook.html Does anyone know how to use this template ? Thanks regards Michal [ skrz ] - With Warm Regards, Naveen -- View this message in context:http://old.nabble.com/How-to-create-ticket-in-Remedy-by-sending-e-mai... Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Taking VM snapshots of physical production7.5 arservers (running ITSM 7.6) to make a QA environment
We did this way back in early 2009 for Remedy 7.1. We had no issues. But we had to rename the servers and reassign IP addresses. Licensing also due to MAC address change. Performance was an issue only cuz the Test environment was assigned less resources. I did have to reinstall the email engine to get it working properly in dev. On Jun 14, 8:56 pm, Howard Richter hbr4...@gmail.com wrote: I hope everyone is doing well, Now for my strange question; I am in the process of building out a new production system, with 3 arservers in a server group on to physical hardware. Can I take a VM image of each one box and then use those images to create a QA environment and if so what issues might I encounter? Also if anyone has done this, please pass on any tips. As always thanks, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile =http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Allow support staff to edit all Incident Tickets
You don't need to create a filter for that workflow. You can set the assignment configuration to set Incident Owner as Help Desk for all tickets. On Jun 15, 6:37 pm, Martinez, Marcelo A marc...@cpchem.com wrote: I was recently working on something similar (ITSM 7.0.03). In my org, the help desk is the only support group which can re-assign and update anyone else's tickets. We do not allow every support group to edit every ticket; they can view all tickets but not edit them. I have not given the help desk incident master permission either; what I did was create a filter which sets the help desk as the incident owner when the ticket is submitted (the owner fields are hidden). The reason I don't grant the help desk incident master permission is because I do not want them to have the ability to delete incident records. I am not sure if the owner fields are still there in 7.5... Marcelo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Tricia Sent: Tuesday, June 15, 2010 4:30 PM To: arsl...@arslist.org Subject: Allow support staff to edit all Incident Tickets Hi Everyone, We have rolled out Remedy ITSM 7.5 to the users in April. We are now doing follow-up feedback to see what the users like and dislike. One constant is they want to be able to update and transfer Incident tickets no matter what queue it is in. For example if the Service Desk has a ticket assigned to them but Tier 2 has an update, Tier 2 can update the ticket directly. Very similar to the way they worked in 6.3. Can anyone help me accomplish this without giving everyone Incident Master permissions? Thanks, Tricia ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Atrium Core 7.6 upgrade failed - RIK command error
Hi, on my dev server, I've been trying to upgrade to atrium core 7.6 but fail. I upgraded ARS from 7.1 to 7.6 midtier is on a separate server and upgraded to a new 64bit linux (why no 32bit support?) and 7.6 midtier i upgraded atrium core to 7.5 hoping to bypass this RIK command error (earlier attempts from 2.1 to 7.6 failed). i had to use a workaround of pausing the installer and removing a arx from the script to finish it. but i upgraded to 7.5 successfully. but when i try to upgrade from atrium core 7.5 to 7.6 i get an error message. the upgrade is taking place on a virtual server with 4gb of ram and 1 cpu. there's 8gb free hard drive space. i do have a license. dev cache mode is on. ARS and SQL are on separate windows 2003 servers. Error Message: The installation of BMC Atrium Core 7.6.00 failed. The following features failed to install: BMC Atrium CMDB com.bmc.smbu.install.common.rule.engine.CommandExecutionException: RIK command (C:\DOCUME~1\ADMINI~1\LOCALS~1\Temp\Utilities\rik \rik.exe loadapp -x DRBBSREMEDYAPP -t 0 -u Demo -p -l C:\ Program Files\BMC Software\AtriumCore\DRBBSREMEDYAPP -n CMDB- RIK_Install -f C:\Program Files\BMC Software\AtriumCore\ DRBBSREMEDYAPP\cmdb\en\workflow\upgrade\750patch002\wf- RIK.xml -L -C) returned an exit code of 1025, which was interpreted as a failure Atrium Impact Simulator Engine Installation was skipped because BMC Atrium CMDB failed to install See C:\Documents and Settings\Administrator\Local Settings\Temp\ atriumcore_install_log.txt. Any ideas on this? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: {Remedy ARS} AREA LDAP issue after upgrading to AR Server 7.1.0 Patch 9 upgrade
I had an ldap issue with an update to 7.1 patch 3 long ago. It was a little different. I could authenticate with the first ldap in the config but the rest wouldn't work. So not sure if this will help. = Found out a little bit of information, well confirmed it actually, concerning the information on page 174 of the Integration Guide. What this means is that you can only have one plugin dll in the ar.cfg file. What I see in your ar.cfg file is this: Plugin: arealdap.dll and Plugin: areahub.dll Since the arealdap.dll is listed first in the ar.cfg file, that is the plugin being used. Please comment out or remove the Plugin: arealdap.dll line that exists at the top of the ar.cfg file, then restart ARServer and test. What I also confirmed was that when using the AREA Hub dll, if a user authentication call fails for any reason, it should still failover to the next LDAP server in the AREALDAP Configuration form list, until it authenticates the user or exhausts the list of directory servers. Let me know if this information helps to resolve the issue. On Apr 20, 7:48 pm, Shyam Attavar atta...@sbcglobal.net wrote: Dear Listers, We upgraded our test environment from AR Server 7.1.0 Patch 006 to Patch 009. As part of the upgrade we upgraded the AREA LDAP plugin as well. After the upgrade, we are unable to authenticate against LDAP. We can login to the system by setting a local password in the user form. I have reconfigured the AREA LDAP entries from the AR System Administration Console, but unable to resolve the issue. Anyone else seen this issue after upgrading to AR Server 7.1.0 Patch 009? if so, how were you able to resolve the issue? Environment: AR Server on RHEL Oracle 10gR4 on RHEL Thanks in advance, -- Shyam ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are -- You received this message because you are subscribed to the Google Groups Remedy ARS group. To post to this group, send email to arsl...@googlegroups.com. To unsubscribe from this group, send email to arslist+unsubscr...@googlegroups.com. For more options, visit this group athttp://groups.google.com/group/arslist?hl=en. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Benefit of Prefetch Remedy midtier 7.1
Hi, I'm confused on this prefetch 'feature' in midtier. The way I read it is that only when a server is restarted will the forms (on the web server) reload in order to save time when the first user logs in. So instead of loading HPD:Help Desk when a user first hits it, it will load by itself when restarted. Benefit is that the first user logging in won't get that 1-2 mins loading wait. Now sales people and certain consultants say that prefetch does more than that. It actually loads the forms into the clients computer and therefore speeds up the whole midtier itself. So they say that prefetch helps overall everyday midtier use such as the 50th person using HPD:Help Desk will notice better speeds with prefetch than without. They say it loads the forms to the clients computers preemptively and therefore improves performance. To me that doesn't make sense, how can the server know where to load the files. Does it work by loading all the web forms when the person logs in? I really see no benefit to using prefetch if our server hardly restarts ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Question: Separating Mid-tier from the app server
SRM has a section in the configuration for the web path also. Administration Console SRM config Application Settings You have to change it there too. On Apr 12, 1:52 pm, jham36 jha...@gmail.com wrote: I think it really is as simple as that. In my experience, the Mid- Tier has been the easiest component to deploy and configure. James On Apr 12, 12:47 pm, Eli Schilling eli.schill...@thecreek.com wrote: Good day fellow listers! Since implementing Remedy many years ago we have been running Mid-tier on the application server (Win 2003 x64 and Apache Tomcat 5.5.x). Since we implemented SRM last year there has been a tremendous increase in traffice and I am now ready to entertain the idea of moving mid-tier to its own server. My biggest concern with the move is the impact it will have on SRM. I'm wondering if the change is as simple as installing mid-tier on a new server, then updating the mid-tier web path in the server config? Are there any other gotchas I should be aware of? Thanks in advance! Eli ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist:Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Permissions on SRM 2.1 forms
Thanks! It helps a lot. On Apr 7, 1:30 pm, Joe D'Souza jdso...@shyle.net wrote: Lee, SRS:ServiceRequestConsole General Access = Hidden Public = Visible (I know this makes the above permission questionable) Request Catalog Manager = Visible SRM:Request Public = Hidden Request Master = Visible SRS:ServiceRequestCoordinatorConsole Service Request User = Visible Hope this helps Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of remedy lee Sent: Wednesday, April 07, 2010 10:07 AM To: arsl...@arslist.org Subject: Permissions on SRM 2.1 forms Hi, Can someone tell me the form permissions on SRM 2.1 no patch forms: SRS:ServiceRequestConsole SRM:Request SRS:ServiceRequestCoordinatorConsole Thanks ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Permissions on SRM 2.1 forms
Hi, Can someone tell me the form permissions on SRM 2.1 no patch forms: SRS:ServiceRequestConsole SRM:Request SRS:ServiceRequestCoordinatorConsole Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
OLE spell check active link and performance
Hi, I have created the OLE spell check plug in found in the integrating guide. It works well but I'm wondering if it will have any impact on performance on the server. My understanding is that it shouldn't since everything is run on the client's machine. However, I read that there are some OLE that can be AR Server side (might have read it wrong). If I create this spell check active link to run off HPD:Help Desk, will there be any performance hit? Thanks again listers. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
OLE spell check active link and performance
Hi, I'm using the OLE spell check active link in the Integrating guide. I'm wondering if this would have an impact on performance. I'm pretty sure that it shouldn't since the OLE is a client command. I built the spell check on the HPD:Help Desk notes field. Thanks for the help ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Building a Remedy development server via VM clone
We did this and it worked. (this was early 2009) ARS 7.1 ITSM 7.0.3 SQL 2005 I turned off the network port in VM so it couldn't be on the network. I changed the MAC address, the computer name, the ip address. Pointed the ar.cfg to new database server There are some entries in AR forms that point to the old database but it should work still I think I had to reinstall the email engine. But even with that, everything connected and worked. On Mar 10, 8:58 am, Robert Fults rfu...@fiu.edu wrote: In the same boat right now. Any help would be appreciated. Using ARS 7.1, ITSM 7.0.03, Oracle 11g. Sincerely, Robert Fults Remedy Dev. Florida International University Email: rfu...@fiu.edumailto:rfu...@fiu.eduhttp://uts.fiu.edu From: T Wang [mailto:remedy.lis...@gmail.com] Sent: Tuesday, March 09, 2010 2:36 PM Subject: Building a Remedy development server via VM clone ** I was trying to find a thread discussion on this, but couldn't find it so i am hoping to get this clear from someone on the list and possibly other may use this as a helpful resource information in the future. Our system engineer and DBA were trying to setup a development server by just cloning the existing server of our current production system and place it on one of the VMHost within the network. I knew that it couldn't be that easy and of course that didn't work. We could not start the Remedy service and the ar.cfg and armonitor.cfg have already been change and point to the new VM guest OS. Our current system is on 7.1, ITSM 6.3, this is a Window base environment and the database server, web server and application server is on the same machine. I have never built a development server this way before. Normally I would create a new SQL instance on the same SQL box and do a DB backup and restore the ARSystem DB on the new instance and make sure that the ARSystem DB owner is ARAdmin. If anyone have an experience in setting the development server via a VM clone and won't mind the time to educate some of us I would appreciate it. Thanks T. _Platinum Sponsor: rmisoluti...@verizon.netmailto:rmisoluti...@verizon.net ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Data Management latest release
Hi, Installed data management into our prod environment. prod 7.1 patch 3 itsm 7.0.3 patch 8 srm 2.1 when i try to update a support group (or anything with data management) it stays in pending. i delete sys lock and try again and still pending. sometimes the ar plugin service can't load for data management but it works for overview and other services. any ideas what might be wrong? it works in our dev perfectly. an update with data wizard takes 3 seconds. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:rmisoluti...@verizon.net ARSlist: Where the Answers Are
