Re: AR System 8.1 on AIX

[tboot...@objectpath.com]

**
Hi Mike:
 
I share your frustration.
 
I have seen many times where a "windows install" goes seamlessly and the *nix install fails or gives errors for both applications and interfaces.  Can't imagine what it would be like for AIX.
 
BTW, confirm that the ARSystem 8.1 SP1 Patch 001 was only a Mid-tier fix.
 
Sorry, can't help you out more on your AIX woes.
 
Terry
 
 
 
 

on May 29, 2014, Mike DeBord  wrote:
Hello list,Been reading but have not posted anything in years.After reading the "Content Missing" thread yesterday and my latest round with support, I felt the need to vent a little and reach out to other AIX admins.We upgraded from 7.5 to 8.1 in November. Was not overly difficult but after 6 hours we were up and running. Of course we practiced this several time in our test environment to make sure our procedure was correct. Everything we do is custom, no ITSM or any OOB anything.With some minor inconvenience that we worked through all has been good until last week our AIX admin discovered that arserverd had increased to 20+ GB memory since Feburary 17th. Contacted support and reported. Tech. mentioned that other AIX admins had reported same issue. In preparation for deeper analysis, I installed 8.1 SP1 and I am trying to install patch1 on our test box to check arserverd at latest software level. I go to EPD downloads and the patches tab and patch1 for SP1 (says AR System, Approval, assignment etc.) but when I download it and run it, it says it's only a mid-tier patch. (What??) I contact support again about the file. They of course do not believe me and need to have WebEx. So tech. sends me new file. SAME FILE again. HUH??? Now I have to reprove that it is the same file all over again. Really??Apparently they do not have an AIX system to test on. WHAT??? I have to do there testing for them??Oh yeah, and apparently 8.1 patch2 files are apparently not included in 8.1 SP1. I have 2 files (ServerAdmin.a and plugin) from 8.1 patch2 on my server to fix the Server Administration GUI that reads the ar.conf file. Hope they are in SP1 Patch1 if I ever get the correct file……….Really frustrated right nowIt seems that Remedy on AIX is not as popular as it once was. Are there any other AIX systems out there on 8.1 or above or planning on upgrading?? ThanksMike.___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"

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

Re: ITSM 8.1 SP1 - Content missing ?

[tboot...@objectpath.com]

**
"Pritch"
 
So.. you probably know my next obvious question.  :-) 
Have you resolved this issue and/or what approach did you make to move forward?
 
Terry
 
 

on May 21, 2014, pritch  wrote:
I absolutely saw the same thing on Solaris.- Original Message -----From: "tboot...@objectpath.com" <tboot...@objectpath.com>To: arslist@ARSLIST.ORGSent: Wednesday, May 21, 2014 2:35:27 PMSubject: ITSM 8.1 SP1 - Content missing ?** RHEL Linux 6.4 ARSystem 8.1 SP1 MidTier 8.1 SP1 Patch 001 Oracle 11G R2   Hi everyone:   I was wondering if anyone out there in arslist has installed the new ITSM 8.1 SP1 on Linux (RHEL) at all and has experienced the same issues I am experiencing.   I had installed ITSM 8.1 Patch 002 and was working with it for several months and everything was working fine.   On an new VM, I installed ITSM 8.1 SP1 (brand new install) with no error messages.  Working with BMC on a couple of support issues, there seems to be a lot of "code" missing from the application.  Things that worked before, no longer work in SP1.   Active links not there, AL Guides not there, data not there, etc.   Anyone experience this or is it just something that may be local to my install ?   I don't have a lot of hair left on my head and would like to save it for my retirement years...  :-)   Terry       _ARSlist: "Where the Answers Are" and have been for 20 yearsUNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"

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

ITSM 8.1 SP1 - Content missing ?

[tboot...@objectpath.com]

**
RHEL Linux 6.4
ARSystem 8.1 SP1
MidTier 8.1 SP1 Patch 001
Oracle 11G R2
 
Hi everyone:
 
I was wondering if anyone out there in arslist has installed the new ITSM 8.1 SP1 on Linux (RHEL) at all and has experienced the same issues I am experiencing.
 
I had installed ITSM 8.1 Patch 002 and was working with it for several months and everything was working fine.
 
On an new VM, I installed ITSM 8.1 SP1 (brand new install) with no error messages.  Working with BMC on a couple of support issues, there seems to be a lot of "code" missing from the application.  Things that worked before, no longer work in SP1.   Active links not there, AL Guides not there, data not there, etc.
 
Anyone experience this or is it just something that may be local to my install ?   I don't have a lot of hair left on my head and would like to save it for my retirement years...  :-)
 
Terry
 
 
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: [EXTERNAL] BO and Analytics

[tboot...@objectpath.com]

**
Hi Natalie et al:
Not sure if this was mentioned prior, but I thought I would kick in this license entitlement just for everyone's information.
 
When using the BOXI provided by BMC as part of the Analytics solution, you are restricted as to it's use.  It is mentioned below as taken from the online docs.
 

Accessing non-BMC data
The BMC Analytics for BSM license provides the ability for the licensee to use the SAP Business Objects technology embedded in BMC Analytics for BSM for the purpose of accessing data from BMC products.   It does not provide the ability to use the product as a standalone enterprise Business Intelligence system outside the context of BMC products.   All data accessed by BMC Decision Insights must either come from BMC products directly or if there is data from non-BMC products, this data must be presented in context of BMC data.   
For example:

it would be acceptable to use BMC Analytics for BSM to create a report that shows incident ticket information (from BMC product) as well as the cost center of the person logging the ticket (from a non-BMC data source).
It would NOT be acceptable to create a report of employees and their cost centers (from non-BMC data source and not in context of BMC data)

 
Hope this helps in some small way..
 
Terry
 

on Mar 17, 2014, Stroud, Natalie K  wrote:
**

Yes, Tauf:  You’re correct that ITSM is not installed on our custom apps server.
 
And Keith:  Our BO license is for BMC Analytics.  So I guess that makes it an OEM?    We do already have a linked universe for some extra data related to ITSM such as KM, Kinetic Survey data, some extra date variables to allow querying incident data by our Fiscal Year and Fiscal Quarter, etc.  I, too, am curious as to an answer to Tauf’s question.  Does adding our custom app data to our linked universe make sense when the data is not directly ITSM-related and located on a completely separate server to boot?
 
Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008
 
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf ChowdhurySent: Saturday, March 15, 2014 8:42 PMTo: arslist@ARSLIST.ORGSubject: Re: [EXTERNAL] Re: BO and Analytics
 
**
Keith,

From reading Natalie's question, she states that her custom AR app is on a different box than ITSM. I'm assuming then, that the custom instance does not have ITSM installed. If that's the case, why create a linked universe off the base ITSM universe? From my exp it adds a performance overhead. 


If it's a pure custom instance without ITSM, does it make sense? Sent from my iPhone


On Mar 15, 2014, at 10:20 PM, Keith Parker  wrote:



**

Good evening, 


Business Analytics is a BMC product that contains a custom universe and reports. These reports run on the SAP Business Objects platform and enable reporting against your ITSM database.  


 


It is possible to customize your universe so that you can report on the customizations you have built in, thus expanding the functionality. 


 


The reason you use BA is several reasons: Most large companies use Business Objects for their analytical reporting needs and this ties in nicely with that enterprise solution.  It also enables you to set up a reporting database thereby reducing the impact of running reports against your production database.


 


Natalie - My recommendation is to use the OTB universe and create a linked universe for customizations.  There are a lot of things built in to the OTB universe that makes your life a lot easier than building one from scratch. 


 


The universe will not touch your apps.  It will be linked directly to the db you wish to use for reports. It will require access to the AR server for authentication (in order to run an analytics report you have be an active support member - this is a security feature). So I don't think this will affect your licensing - someone else may know, but I don't think there is a license for BA.


 


If you are running the OEM version of BO you will have to license that from BMC and I think you can get per user licensing. If you have the SAP enterprise BO that will be licensed from SAP and I believe their licensing is by cpu.


 


In our setup - we actually have multiple connections so we can run reports against all our environments (dev, test, prod...) this is very useful for testing installs and customizations.  


 


Hope this helps


 


 


 

Keith Parker 


FAA ATO-IT


Business Analytics and  Remedy Dashboards 

Sent from my iPad


On Mar 14, 2014, at 10:12 PM, "Stroud, Natalie K"  wrote:



**
Roger (or anyone else who is on the List and is responding to questions today):
 
I know this is an older message you posted, but what do you mean by a “BMC Universe”?  Does that mean the universe has to have been created by BMC, like the Analytics Univer

Re: A simple question on Hardware Product Catalogs

[tboot...@objectpath.com]

**
Thanks for responding Lisa.
Yes, I am aware of the document you mentioned, but the key difference between this and what I am looking for is the "Product Name", "Model/Version", and Manufacturer attributes.  Like I said below, the BMC Atrium Product Catalog has this for software, but not hardware.
 
Anyone else?
 
Terry
 
 
on Feb 24, 2014, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS  wrote:
This pdf has always been helpful in guiding me to the correct CI to CMDBClasses...https://communities.bmc.com/docs/DOC-14530Lisa-Original Message-From: Action Request System discussion list(ARSList)[mailto:arslist@ARSLIST.ORG] On Behalf Of Terry BootsmaSent: Friday, February 21, 2014 3:31 PMTo: arslist@ARSLIST.ORGSubject: A simple question on Hardware Product Catalogs** Hello everyone:I have a relatively simple question which I am hoping to get answered.If I have an environment that does not include ADDM (at this time) and Iwant to have a pretty standardized list of hardware product catalogentries (ie. Routers, Servers, Manufacturer, with CTI, Product Name,Model/Version, Manufacturer) into my product catalog, where can I getsuch a list? As an example, this list would include the standard listof computer systems (Dell, HP, IBM, etc.) as well as network devices(Routers, switches, etc.), storage devices (NAS, etc) . From what Ihave experienced, the list that is included with the BMC Atrium ProductCatalog Data is for software products only. The intention here is to properly categorize hardware equipment manually(Phase 1) so that when going to ADDM, it won't be entirely throw away(especially at the Product Name, Model/Version and Manufacturer level). Please advise.Terry_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"

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

Re: Analytics reinstall

[tboot...@objectpath.com]

**
Yes.  Stored procedures such as PC_ANA_FISCALENDAR_MODIFY_ORACLE ( if Orace is your db platform) need to be run so that views reference the appropriate Table (T) name.  "T" names will change when you import via your def file.
 
Terry
 
on Feb 24, 2014, Pierson, Shawn  wrote:
**

Isn’t there also a lot of SQL to run (also in the installer?)
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Energy Transfer
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Satya GandhiSent: Monday, February 24, 2014 8:39 AMTo: arslist@ARSLIST.ORGSubject: Re: Analytics reinstall
 
**
Bruce,
You can get the def files from the installer and import just them.
Also please check if the db procedures are created innthe arsystem database. Just a verification step as you said that the form did not get created and might have failed the db objects copy
RegardsSatya

On 23 Feb 2014 23:08, "Bruce"  wrote:
**


Hey listers,


 


We are deploying BO 3.1 SP5, tomcat 7 in a virtualized environment.


 


I just need to confirm this should not be an issue


 


The form ANA:Fiscal_Calendar required for the BMC Analytics did not install.  We need to run the BMC Analytics installer again, however, will this wipeout our existing BMC Universe?  We only need the forms and workflow installed but I want to make sure to NOT destroy our current Universe(s).


 


This is to connect to a newly ITSM 8.1 upgrade, but the form is missing.


 


Thanks for any help in advance.


 


Bruce


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

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

Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ 

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

Re: Attachments and scanning for viruses

[tboot...@objectpath.com]

**
Thanks Peter.  Was not aware of this new feature.
 
Terry
on Jan 09, 2014, Adams, Peter  wrote:
**

Have a look at the new attachment security feature released in 7.6.04 SP5, which will also be available for 8.1 soon.
https://docs.bmc.com/docs/display/public/ars7604/Security+restrictions+on+file+uploads 
See option for “Attachment validation plugin”.
 
Peter
 
 

From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.comSent: Thursday, January 09, 2014 6:13 AMTo: arslist@ARSLIST.ORGSubject: Attachments and scanning for viruses

 
**

Hello all:


 


I was wondering if anyone had any technical solutions/policies regarding users attaching, via MidTier, attachments into the ITSM/Remedy solution that may or may not have been scanned for viruses.   


 


Is there a solution for ensuring that any attachments that are put into the Remedy ARSystem database have been scanned appropriately ?


 


Thanks.


 


Terry


 

_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_

Attachments and scanning for viruses

[tboot...@objectpath.com]

**
Hello all:
 
I was wondering if anyone had any technical solutions/policies regarding users attaching, via MidTier, attachments into the ITSM/Remedy solution that may or may not have been scanned for viruses.   
 
Is there a solution for ensuring that any attachments that are put into the Remedy ARSystem database have been scanned appropriately ?
 
Thanks.
 
Terry
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Limiting displayed classes in Atrium Explorer.

[tboot...@objectpath.com]

**
Hello everyone:
Has anyone had any success with limiting the displayed Classes within Atrium Explorer to only the supported classes within your CMDB implementation?  (similiar to SHR:SchemaNames, "Has Asset UI" = "No" feature for the textual option). 
 
I understand that it might be an "unsupported" feature, but I'd like to hear from anyone who has dove into this area.
 
Thanks.
 
Terry
 
P.S: Any version of Atrium CMDB and Atrium Explorer
 
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: Business Object Universe and 7.6.04 SP2 Overlay

[tboot...@objectpath.com]

**
I'm pretty sure you are going to have to modify the universe to see this new table.  That's one of the reasons why the Analytics install/configure guide mentions to create a linked universe.
 
Terry
 
on Nov 27, 2013, Terje Moglestue  wrote:
**

Folks,
 
It might be my lack of understanding or knowledge on the use of Business Object and their Universe. Our Business Object team just told me that they are having some data issues related to some of their reports. More correctly some of the users are reporting that the data reported in incorrect. A quick look at the data confirms that Business Objects Universe is ignoring the BMC Overlays.
 
Is this correct? Do we really need to manually update Business Object Universe? Have I lost out on something here? A few new Status Reasons has been created on HPD:Help Desk. The new reasons are completely ignored by BO Universe. Is this correct? I would expect that there were “some code or layer in between” that fixed this?
 
A quick check of the SQL code generated by Business Objects:
 
SELECT DISTINCT FIELD_ENUM_VALUES.enumId, field_enum_values.value AS STATUS_REASON
FROM field_enum_values
WHERE field_enum_values.schemaId = 
 (SELECT SCHEMAID
  FROM arschema
  WHERE name = 'HPD:Help Desk')
AND field_enum_values.fieldId = 100150
 
If changed to access the overlay – the related report is correct?
SELECT DISTINCT FIELD_ENUM_VALUES.enumId, field_enum_values.value AS STATUS_REASON
FROM field_enum_values
WHERE field_enum_values.schemaId =
  (SELECT SCHEMAID
  FROM arschema
  WHERE name = 'HPD:Help Desk__o')
AND field_enum_values.fieldId = 100150
 
I would expect this to be fixed or handled by BMC Software. Or am I dreaming?
 
ARS 7.604SP2
SQL 2008
Windows.
 
Thanks,
Terje
 
~
Terje Moglestue
Mogle & Partners Limited
 
 
 

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

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

Re: Total Time Spent on an incident

[tboot...@objectpath.com]

**
You could configure SLM (Service Level Management) Agreements & Targets which would give you the capability to monitor this at a per-ticket and per-group basis (including taking into account "pending" time).  This information would then be in the SLM:Measurement table.See the online BMC documentation for details.
 
Terry
 
on Nov 21, 2013, Roger Justice  wrote:
** 
As I stated BMC engineering has not added this capability since it is not possible to calculate the total time spent unless the process you implement insures that every time the Incident is worked on is manually captured by the support analyst.
 
 
-Original Message-From: Neha Khandelwal To: arslist Sent: Thu, Nov 21, 2013 7:43 amSubject: Re: Total Time Spent on an incident

Hi,

Thanks for response. So does that mean Total Time Spent is not the field which 
holds data from Incident creation, till current time. 
Then how can I calculate Toatl Time Spent ?

Regards
Neha Khandelwal

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"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_

SOLVED: Re: How to identify Service Affecting Incidents

[tboot...@objectpath.com]

**
Hello again:
 
I received zero feedback on this one, but I thought I would let you know how I have decided to proceed.
 
In ITSM you have the ability to create "Unavailability" records associated with the CI's affected by a change or incident.  In the Unavailability record, you can indicate whether it is service affecting, service degrading or service transparent.   The CI's can be any CI type supported in your CMDB (including Business Services).    SLM has the ability to report CI Availability based upon these Unavailabillity records, so this is the way we are going to go.
 
Thanks.
 
Terry
 
on Nov 08, 2013, tboot...@objectpath.com  wrote:

Hello arslist:
 
I'd like to start a discussion about how your organization utilizes ITSM and how to differentiate between the Service Impacting and Non-Service Impacting Incidents when it comes meeting SLAs utilizing ITSM out-of-box.
 
Specifically, in order to meet a customer SLA, you can have incidents that may be:
 
(a) Service Affecting
(b) Service Degrading
(c) Service Transparent
 
In (a) or (b), this may input into your overall SLA calculation.  Item (c) would not.   Typically, you do not know whether (a), (b), or (c) until you investigate and/or resolve the incident depending upon your system architecture, failover, HA, or other criteria.
 
I would be curious if and how you implemented the above Incident classification using ITSM OOB (with or without SLM).  
 
Terry
 


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

Business Objects 11 (BOXI) Login ID format when running BMC Analytics reports in multi-tenancy mode.

[tboot...@objectpath.com]

**
Hello list...
 
 
Environment: ARSystem 8.1 Patch 002ITSM 8.1 Patch 002BSM Analytics for BSM 7.6.06 Patch 3SAP Business Objects Business Intelligence Platform 4.0 SP5 Patch 3
 
I am wondering if anyone has experienced the same issue as below.
 
The issue I have is that I am logging into Analytics (actually BOXI) and trying to run Analytics reports.  However, I do not get any data in any of the Analytics reports, even though my connection to the ITSM universe is valid and I am connecting to the underlying SQL database.  I am logging into BOXI as "firstname.lastname" where "firstname.lastname" is the same as the LoginID in CTM:People (which must be the case when using Analytics in Multi-tenancy mode.   Analytics uses the permissions associated with your entry in CTM:People in order to determine which customers you are allowed to report on (in multi-tenancy mode).
 
As mentioned above, the BMC Anaytics report definitions that are installed with Analytics query information from the ITSM universe based upon the currently logged in Business Objects userid.  
 
The issue here is that all the Analytics reports that I saw EXPECT the Business Objects userid to be in the format of "use...@domainname.com" as shown in the following highlighted (bolded) selection criteria in the Analytics report (Note: This is the subset of selection criteria that gets the permissions associated with the current user):
 
SELECT DISTINCT CTM1.COMPANY FROM CTM_PEOPLE_PERMISSION_GROUPS CTM1 WHERE UPPER(REMEDY_LOGIN_ID) = UPPER(SUBSTRING(@VARIABLE('BOUSER'),0,CHARINDEX('@',@VARIABLE('BOUSER'   AND CTM1.COMPANY IS NOT NULL   AND ( CTM1.COMPANY = HPD.COMPANY   OR CTM1.COMPANY = HPD.CONTACT_COMPANY   OR CTM1.COMPANY = HPD.Direct_Contact_Company   OR CTM1.COMPANY = HPD.Assigned_Support_Company   OR CTM1.COMPANY = HPD.Owner_Support_Company) UNION SELECT DISTINCT CTM2.COMPANY FROM CTM_PEOPLE_ORGANIZATION CTM2 WHERE (SELECT 1  FROM CTM_PEOPLE_PERMISSION_GROUPS  WHERE UPPER(REMEDY_LOGIN_ID) = UPPER(SUBSTRING(@VARIABLE('BOUSER'),0,CHARINDEX('@',@VARIABLE('BOUSER'    AND PERMISSION_GROUP = 'Unrestricted Access') = 1 
 
(in the example above, @VARIABLE('BOUSER') returns the current login id of the BOXI user)
 
It is the string above
UPPER(REMEDY_LOGIN_ID) = UPPER(SUBSTRING(@VARIABLE('BOUSER'),0,CHARINDEX('@',@VARIABLE('BOUSER'
that is embedded within all the Analytics reports that expects the "@" in the Business Objects userid.  In our case, our userid (and Remedy userids) do not follow this convention.  We follow "firstname.lastname".  As a result, the query above returns NO results and my reports contain no data. 
 
As soon as I change my BOXI userid to firstname.lastname@domainname , logout, and re-login into BOXI and run the report, the report runs just fine.
 
Has anyone else experienced this and/or can advise as to how to resolve ?  (without modifying ALL Analytics reports).
 
Thanks..
 
Terry
   
 
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

How to identify Service Affecting Incidents

[tboot...@objectpath.com]

**
Hello arslist:
 
I'd like to start a discussion about how your organization utilizes ITSM and how to differentiate between the Service Impacting and Non-Service Impacting Incidents when it comes meeting SLAs utilizing ITSM out-of-box.
 
Specifically, in order to meet a customer SLA, you can have incidents that may be:
 
(a) Service Affecting
(b) Service Degrading
(c) Service Transparent
 
In (a) or (b), this may input into your overall SLA calculation.  Item (c) would not.   Typically, you do not know whether (a), (b), or (c) until you investigate and/or resolve the incident depending upon your system architecture, failover, HA, or other criteria.
 
I would be curious if and how you implemented the above Incident classification using ITSM OOB (with or without SLM).  
 
Terry
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: BMC Chat with support

[tboot...@objectpath.com]

**
Nice to see that BMC trolls this list.  Many thanks Paul.
 
Terry
 
on Nov 08, 2013, pbatchel  wrote:
Hi All,My name is Paul Batchelor, I'm on of the support managers for Remedy withinBMC. First of all, apologies for those of you who have tried to use chat andhave not been able to connect with a technical support analyst.I've already followed up with our management team to ensure we have renewedfocus around this If anyone does have problems in the future, please feel free to reach out tome directly and I will follow up.RegardsPaul BatchelorSenior ManagerBMC Customer Supportpaul_batche...@bmc.com--View this message in context: http://ars-action-request-system.1.n7.nabble.com/BMC-Chat-with-support-tp113862p113883.htmlSent from the ARS (Action Request System) mailing list archive at Nabble.com.___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"

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

Re: Synchronization between Analytics and ITSM database

[tboot...@objectpath.com]

**
Hi Neha:
In order to sychronize, you will either have to:
 
(a) Use the underlying database replication services to replicate your active database to your "Analytics" database (probably the easiest)
(b) Use tools like "RRRChive" to move data from one database to another.   You only have to move a subset of tables for the ITSM universe, the Analytics documentation contains which ones.
 
Terry
 
 
on Nov 08, 2013, Neha Khandelwal  wrote:
Hi List,Can someone please assist me to understand what is the procedure of replicating BMC Analytics database from ITSM Database.On my current project, Datbases for both are same but on different instances. Data is not same on both instances, so it seems both databases are not in sync.Can someone please tell me the procedure to synchronoize Aanlytics database with ITSM database?Thanks & RegardsNeha Khandelwal___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"

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

Re: [EXTERNAL] Installing arwebreportviewer on a separate BOXI server. ARS 8.1 and BOXI 4

[tboot...@objectpath.com]

**
Shawn:
Even with BMC Analytics installed, if you want to view ITSM reports (Crystal) via MidTier, you still need ARwebreportviewer...  Thus my issue.
 
Terry
 
 
 
on Oct 31, 2013, Pierson, Shawn  wrote:
**

You could always pur¢ha$e BMC Analytics to meet your reporting needs.
 
Thanks,
 
Shawn Pierson 
Remedy Developer | Energy Transfer
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.comSent: Thursday, October 31, 2013 1:32 PMTo: arslist@ARSLIST.ORGSubject: Re: [EXTERNAL] Installing arwebreportviewer on a separate BOXI server. ARS 8.1 and BOXI 4
 
**

OMG...


Looking at docs.bmc.com , I looked at the comments at the bottom of the page here for Version 8.0 install:


 


http://docs.bmc.com/docs/display/public/ars8000/Optional+components+that+you+can+install?focusedCommentId=354779988&focusedCommentId=354779988 


 


There is a comment that states:


 


Ashwini Mathad




Hi Basil,
1) No, ARWebReportViewer is not installed automatically with the BOXi installation; however, it requires BoXi server as a prerequisite. ARWebReportViewer is a component of the mid tier and it is installed with the mid tier. 
2) In the AR Installer of version 8.1, you do not have an option to select ARWebReportViewer. ARWebReportViewer is automatically installed with the mid tier. If you want to install ARWebReportViewer on another machine, you will have to install mid tier too.
Hope this helps!
Thanks,
Ashwini
 
Are they serious?  This means I need to install MidTier on my BOXI server in order to get ARWebReportViewer ?  One of the key reasons for me putting my BOXI server on another machine was so that I didn't have to install MidTier on it.   This can't be right.
 
Anyone else struggling with this or can verify this?
 
Terry
 
 
 




 


on Oct 31, 2013, Stroud, Natalie K  wrote:
**

Terry:
 
No screen shot came through to me.
 
Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.comSent: Thursday, October 31, 2013 12:20 PMTo: arslist@ARSLIST.ORGSubject: [EXTERNAL] Installing arwebreportviewer on a separate BOXI server. ARS 8.1 and BOXI 4
 
**

Hello all:


 


Pulling my hair out on this one.


 


Environment: ARS 8.1, ITSM 8.1 BOXI 4.0


 


I have a separate BOXI server from my mid-tier and I want to install ARReportViewer on the BOXI server to render Crystal reports.  However, when I download the suite installer "ARSuiteKit_MidtierWar_windows_8.1", uncompress it, and try to install just the ARWebReportViewer, it doesn't give me the option to just install the viewr.  It is like it doesn't recognize the fact that BOXI 4.0 is installed on the server.  (see screen shot attached... hope it comes through).


 


the install options I get are:


 


ARSystem Servers


ARSystem Mid-tier


ARSystem Client


 


If  I continue with Mid-tier install, thinking that the option is somehow buried underneath it, it wants to install the complete midtier.


 


Any ideas?


 


Terry


 

_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_

Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ 

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

Re: [EXTERNAL] Installing arwebreportviewer on a separate BOXI server. ARS 8.1 and BOXI 4

[tboot...@objectpath.com]

**
OMG...
Looking at docs.bmc.com , I looked at the comments at the bottom of the page here for Version 8.0 install:
 
http://docs.bmc.com/docs/display/public/ars8000/Optional+components+that+you+can+install?focusedCommentId=354779988&focusedCommentId=354779988 
 
There is a comment that states:
 
Ashwini Mathad



Hi Basil,
1) No, ARWebReportViewer is not installed automatically with the BOXi installation; however, it requires BoXi server as a prerequisite. ARWebReportViewer is a component of the mid tier and it is installed with the mid tier. 
2) In the AR Installer of version 8.1, you do not have an option to select ARWebReportViewer. ARWebReportViewer is automatically installed with the mid tier. If you want to install ARWebReportViewer on another machine, you will have to install mid tier too.
Hope this helps!
Thanks,
Ashwini
 
Are they serious?  This means I need to install MidTier on my BOXI server in order to get ARWebReportViewer ?  One of the key reasons for me putting my BOXI server on another machine was so that I didn't have to install MidTier on it.   This can't be right.
 
Anyone else struggling with this or can verify this?
 
Terry
 
 
 



 
on Oct 31, 2013, Stroud, Natalie K  wrote:
**

Terry:
 
No screen shot came through to me.
 
Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 – Windows 2003 – SQL Server 2008
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.comSent: Thursday, October 31, 2013 12:20 PMTo: arslist@ARSLIST.ORGSubject: [EXTERNAL] Installing arwebreportviewer on a separate BOXI server. ARS 8.1 and BOXI 4
 
**

Hello all:


 


Pulling my hair out on this one.


 


Environment: ARS 8.1, ITSM 8.1 BOXI 4.0


 


I have a separate BOXI server from my mid-tier and I want to install ARReportViewer on the BOXI server to render Crystal reports.  However, when I download the suite installer "ARSuiteKit_MidtierWar_windows_8.1", uncompress it, and try to install just the ARWebReportViewer, it doesn't give me the option to just install the viewr.  It is like it doesn't recognize the fact that BOXI 4.0 is installed on the server.  (see screen shot attached... hope it comes through).


 


the install options I get are:


 


ARSystem Servers


ARSystem Mid-tier


ARSystem Client


 


If  I continue with Mid-tier install, thinking that the option is somehow buried underneath it, it wants to install the complete midtier.


 


Any ideas?


 


Terry


 

_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_

Installing arwebreportviewer on a separate BOXI server. ARS 8.1 and BOXI 4

[tboot...@objectpath.com]

**
Hello all:
 
Pulling my hair out on this one.
 
Environment: ARS 8.1, ITSM 8.1 BOXI 4.0
 
I have a separate BOXI server from my mid-tier and I want to install ARReportViewer on the BOXI server to render Crystal reports.  However, when I download the suite installer "ARSuiteKit_MidtierWar_windows_8.1", uncompress it, and try to install just the ARWebReportViewer, it doesn't give me the option to just install the viewr.  It is like it doesn't recognize the fact that BOXI 4.0 is installed on the server.  (see screen shot attached... hope it comes through).
 
the install options I get are:
 
ARSystem Servers
ARSystem Mid-tier
ARSystem Client
 
If  I continue with Mid-tier install, thinking that the option is somehow buried underneath it, it wants to install the complete midtier.
 
Any ideas?
 
Terry
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: How to determine when a user last logged in

[tboot...@objectpath.com]

**
You can investigate this:
On the ARSystem Server configuration tab - enable the field : License Tracking
 
Peridocially check the form called " ARSystem Administration: License Review" form for entries (userids) that do not appear in this form that appear in your User or appropriate CTM:People form.  A quick outer join would give you the details.
 
Check the admin manual for details on the License Tracking setting.
 
Terry
 
 
 
on Oct 28, 2013, SUBSCRIBE ARSLIST theReel  wrote:
Hi Guys,Is there a way to determine when a user last logged into Remedy/ITSM without having to enable the user logs. Basically I want to identify any user accounts that have not logged into Remedy in X months.We have a multi-tenant ITSM 8.1 environment and do not have full control of our user base leaving procedures. So if someone with a Remedy account was to leave one of our customers and they do not notify us then that persons account will remain active. To mitigate against this we are planning to supply the customers with an active users report to check and want to include the last time they each logged on and any other useful information.There is the user-cache table which has a timestamp column but that only seems to be updated when the user account is updated/changed and not when they login.Any ideas how I could achieve this or how do you identify unused accounts?ThanksTony___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"

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

Re: Change Management

[tboot...@objectpath.com]

**
Kathy:
 
I think it depends upon a number of factors, including the nature of the change.
 
For example, if it is for truly a new "business" feature or change, then the business owner (or user) should be the one to initiate the change request. 
 
If the change is for system maintenance (ex. database work, update OS on the server, patching, etc.) , the developer usually submits with the business owner approving and/or being aware (ex. No Impact changes).
 
I don't believe there is one "correct" answer for this.  The key item to enforce, however, is that the business owner is informed and/or involved in Business Approval phase.  (either through approval or CABs), independent of who submits the change.
 
Terry
 
on Oct 28, 2013, kunal das  wrote:
**
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_



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

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

Re: Email Notification Issue

[tboot...@objectpath.com]

**
One option is to define an email group list in your Email system and use the group list email in the Support Group Definition in Remedy.  You can ask to see if that Support group has an email group list defined.  Might be easier. 
 
Terry
 
 
 
on Oct 25, 2013, Dinesh Kumar  wrote:
**
Hi All,
 
Can some one help me how i can send email notification to more people(more that 255 char).
 
We are having few support group, in that there are more than 25 members . We are having one workflow that will collect all the support group members email id and put into one field . If i tried to fire the notification using that field, the email is not going to half of the support group members. 
 
I tried using push action to email messages form but that also didn't work , it didn't capture all the user email id, It captured half the user email id .
 
Remedy Version : 7.6.04 SP1
 
Thanks,
Dinesh kumar.
 
 

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

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

HP ArcSight Interface to Remedy ITSM - Incident Creation

[tboot...@objectpath.com]

**
Just wondering if anyone has recently interfaced HP ArcSight (security event manager) with BMC/Remedy ITSM (7.X and greater) for incident creation.  ArcSight used to have a Remedy connector (V5.X of Remedy), but not sure if it is still supported.
If anyone could share their experience, it would be much appreciated.
 
Terry
 
_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: Execute shell script

[tboot...@objectpath.com]

**
Roger:
 
I noticed something in the format of your command line.
 
Shouldn't it read:
 
/usr/sbin/ksh /abc/def/ghi/shellscript.ksh
 
not
 
/abc/def/ghi/ksh shellscript.ksh
 
?
 
Inside shellscript.ksh, ensure that all your paths to executables and files are fully qualified.   Do not assume that this shellscript.ksh has to be only run from a current working directory of /abc/def/ghi .   Give it a shot.
 
As for how often you run this escalation, it is not the frequency that I am concerned about, but the number of records that match the qualification of the escalation.  Can there by 100's , or only 1 or 2 ?
 
Terry
 
P.S (you could also try /abc/def/ghi/ksh ./shellscript.ksh (notice the ./ in front of your script name).  While it may work, I would still change my script to be able to be run from any current working directory)
 
on Oct 23, 2013, Nall, Roger  wrote:
**

Terry,
 
You are correct in that we were unable to execute the script by issuing the command /abc/def/ghi/ksh shellscript.ksh. We had to get directly to the ghi directory before the ksh shellscript.ksh would execute. We will only be looking to run the escalation once or twice a day. Would it be any better to set a field via an escalation and running the script using a filter?
 
Thanks,
 
Roger A Nall
Sr. Remedy Developer
 
7668 Warren Parkway
Frisco, TX 75034
Desk: 972-464-3162
Cell: 973-652-6723
 
“You will get all you want in life, if you help enough other people get with they want”
 
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of tboot...@objectpath.comSent: Wednesday, October 23, 2013 9:43 AMTo: arslist@ARSLIST.ORGSubject: Re: Execute shell script
 
**

It's probably something associated to your environment variables.Try this:


 


- Log into the server as the same userid that is running arsystem (usually 'root' for *nix)


- Issue the command '/abc/def/ghi/ksh shellscript.ksh'  (instead of just ./shellscript.ksh)


- See if it still runs.  I suspect that there are path issues associated with the default korne shell that aren't allowing you to run.


 


Also, be very careful when running scripts via Escalations.  The last thing you want are 100's of shell scripts running concurrently on your server and bringing the system to a halt.  You should also consider whether your script behaves properly if multilple instances of it are running concurrently.


 


HTH.


 


Terry


 


 
 
on Oct 23, 2013, Nall, Roger  wrote:



**

ARS – 7.1 sp4
Oracle 10g
AIX
 
We are trying to execute a shell script from an escalation. Our command line looks like this
/abc/def/ghi/ksh shellscript.ksh
 
The escalation fires however nothing happens. We are able to log into the box as aradmin and execute the script just fine but not from Remedy. I was wondering if anyone has any suggestions as to what we may be missing.
 
Thanks,
 
Roger A Nall
Sr. Remedy Developer
 
7668 Warren Parkway
Frisco, TX 75034
Desk: 972-464-3162
Cell: 973-652-6723
 
“You will get all you want in life, if you help enough other people get with they want”;
 

_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_

Re: Execute shell script

[tboot...@objectpath.com]

**
I believe if the default shell for the user running arsystem is ksh, then you don't have to do this.  However, I think it is best practice to include it.  
Terry
 
on Oct 23, 2013, Grooms, Frederick W  wrote:
Does it even show up in your arfork.log ?It looks like you are telling it to run ksh and have it run the script. Do you need to tell it to run ksh? Our runprocess commands on the server (granted on Linux, but I remember on Solaris an HPux were the same) just call the script and have in the first line of the script #! /usr/bin/kshFred-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nall, RogerSent: Wednesday, October 23, 2013 9:31 AMTo: arslist@ARSLIST.ORGSubject: Execute shell script** ARS - 7.1 sp4Oracle 10gAIXWe are trying to execute a shell script from an escalation. Our command line looks like this/abc/def/ghi/ksh shellscript.kshThe escalation fires however nothing happens. We are able to log into the box as aradmin and execute the script just fine but not from Remedy. I was wondering if anyone has any suggestions as to what we may be missing.Thanks,Roger A NallSr. Remedy Developer7668 Warren ParkwayFrisco, TX 75034Desk: 972-464-3162Cell: 973-652-6723"You will get all you want in life, if you help enough other people get with they want"___UNSUBSCRIBE or access ARSlist Archives at www.arslist.org"Where the Answers Are, and have been for 20 years"

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

Re: Execute shell script

[tboot...@objectpath.com]

**
It's probably something associated to your environment variables.Try this:
 
- Log into the server as the same userid that is running arsystem (usually 'root' for *nix)
- Issue the command '/abc/def/ghi/ksh shellscript.ksh'  (instead of just ./shellscript.ksh)
- See if it still runs.  I suspect that there are path issues associated with the default korne shell that aren't allowing you to run.
 
Also, be very careful when running scripts via Escalations.  The last thing you want are 100's of shell scripts running concurrently on your server and bringing the system to a halt.  You should also consider whether your script behaves properly if multilple instances of it are running concurrently.
 
HTH.
 
Terry
 

 
 
on Oct 23, 2013, Nall, Roger  wrote:


**

ARS – 7.1 sp4
Oracle 10g
AIX
 
We are trying to execute a shell script from an escalation. Our command line looks like this
/abc/def/ghi/ksh shellscript.ksh
 
The escalation fires however nothing happens. We are able to log into the box as aradmin and execute the script just fine but not from Remedy. I was wondering if anyone has any suggestions as to what we may be missing.
 
Thanks,
 
Roger A Nall
Sr. Remedy Developer
 
7668 Warren Parkway
Frisco, TX 75034
Desk: 972-464-3162
Cell: 973-652-6723
 
“You will get all you want in life, if you help enough other people get with they want”;
 

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

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

Re: This should start a discussion, BMC eliminates multiple positions

[tboot...@objectpath.com]

**

David:
 
I don't think that this is a question of 8.X vs. 7.x, but a question of the marketplace in general.
I've been in the Remedy consulting business for 17+ years and the times we live in now are unprecedented in terms of job availability/rates/skill requirements.  I've seen a lot of people enter into the "BMC/Remedy consulting/contracting" business over the past 5 years, some by choice and others by fate (ie. IT downsizing).  This includes both experienced and non-experienced IT resources.   There are a lot more people looking for work in this space,  and the laws of Economics 101 Supply & Demand mean that rates are being pushed down (whether rightly so or not is left to debate, especially with the wide range in resource skillset in this space) .  Combine this with the fact that employers/customers are demanding more from the "Remedy guy" than just knowledge of Remedy/ITSM, and it leaves us in the situation that we are currently facing.
 
David, you've been doing this for 15 years so you've been around the block a few times.  :-) .  All I can suggest is that you try to differentiate your skillset from the next guy when it comes to your resume & interview.  Items like:
 
- Why should they hire you vs. the next resource?
- What skills do you bring that are unique and can help the customer?
 
These skills need to be highlighted in both your communication with the customer and on the FRONT PAGE of your resume.    If you've already done this, then you are on the right track and will find the next challenge in due time.  Email me offline if you'd like to discuss further.   We 15+ year people need to support each other.. LoL...
 
HTH.
 
Terry

on Oct 23, 2013, David Charters  wrote:
**
For upgrades I am referring to companies on a version less than 7.6.4
 
 
Sincerly,
 
David Charters
Charters Technologies
317-331-8985
 Original message From: "Pierson, Shawn"  Date: 10/23/2013 8:10 AM (GMT-05:00) To: arslist@ARSLIST.ORG Subject: Re: This should start a discussion, BMC eliminates multiple positions I can't speak for everyone, but is 8.1 really that different in the eyes of most people?  We're on 7.6.4 and upgrading, and for the most part I don't see 8 being a major change.  It's not as shocking as 6.x to 7.x, for example.I haven't looked, but it's a time of the year when there aren't a lot of new positions being opened up and new projects are generally not started.  I don't want to start a political discussion, but Remedy is big in the government space so recent events (of the past few years) have undoubtedly had an impact on spending on I.T. work there.  Management running I.T. shops are also probably leery because of BMC's recent change in status from public to private and are taking a wait and see approach.  Then there are other factors, such as the buzz surrounding ServiceNow, which may not be the market leader right now, but they are improving.  For that last one, I would hope BMC takes steps to make sure they don't end up like Apple in the long run.  Sure, Apple made a lot of money, but now they're in decline in stock price and are no longer the leader in smartphone or tablet sales and seem to have no direction.  Hopefully BMC has some new stuff that will shake things up in the next year.Thanks,Shawn Pierson Remedy Developer | Energy Transfer-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David ChartersSent: Wednesday, October 23, 2013 6:56 AMTo: arslist@ARSLIST.ORGSubject: Re: This should start a discussion, BMC eliminates multiple positionsYa, but even without customizations there should still be upgrade projects and if a company is <7.6.4 and wants to go >= 7.6.4 they would need some help. I wonder if there is some fear behind going to 8.x since it is so different and as such everyone is sitting where they are?Sincerely,David ChartersCharters Technologies317-331-8985-Original Message-From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritchSent: Tuesday, October 22, 2013 3:51 PMTo: arslist@ARSLIST.ORGSubject: Re: This should start a discussion, BMC eliminates multiple postionsMaybe it all ties into BMC telling folks NOT to customize.  Thus they need fewer folks and lower wages.- Original Message -From: "David Charters" To: arslist@ARSLIST.ORGSent: Tuesday, October 22, 2013 3:18:17 PMSubject: Re: This should start a discussion, BMC eliminates multiple postions** For the first time in 15 years I have been out of work for a good 6 months. I regularly update LinkedIn, Indeed, Monster, and Dice. Plus I have reached out to my friends here on the list. I think I have had about 5 real interviews in that time. I don’t know what is going on but it’s like all of the sudden nobody wants consultants anymore, and if they do they want you to travel for $65.00 all inclusive which is not very realistic

Re: Customization

[tboot...@objectpath.com]

**
You could argue that part of your "competive advantage" over your competition are your internal processes and tools.  If you are using the same processes and tools as others, how can you differentiate yourself from a competitive standpoint ? (I'm not sure what your business does or what services you provide, but this may or may not be applicable). 
 
Some very applicable "customizations" (implemented as overlays) could give your company and staff a competitive advantage over other companies, either through service offerings or through internal cost savings.    You might want to try this approach to validate customizing the tool, when appropriate.
 
Terry
 
 
 
on Oct 18, 2013, Tauf Chowdhury  wrote:
**
What version are you on? In the newer versions, BMC has made it "easier" to customize the system and every version, they try to take more and more customer "customizations" and make them something you can configure within the tool. So I guess the first question is if you are on a version that supports overlays (7.6.04 +). 
It may then be a good idea to get in touch with your company's sales guy and explain to him the negative opinion everyone has about the product and said comments about the "no customization" rule. I'm sure the sales person will be interested in smoothing things over if he cares about doing more business. Ask him/her to set up a meeting with product management and have a real, in person, discussion with them about the direction of the product and what you should/shouldn't do. 
Worst case scenario, hit the job market. Sounds like a crappy environment to work in. There are plenty of great opportunities out there. I believe Unisys is hiring.
Hope this helps.


On Fri, Oct 18, 2013 at 9:32 AM, Koyb P. Liabt  wrote:
** 

Hi,
 
We have a serious issue.  Our company has strictly mandated that no customizations be made to our ITSM system - unless BMC does it via a "Hotfix."  Management states that BMC informed them "not to customize."  (I believe it's more than an issue related to upgrades - not sure what all was communiccated).  As result, whenever there is a change that needs to be made - their position is.." it's BMC's responsibility to fix their application."  For example, if there are OOB fields marked as 'optional" and our company wants the fields to be "required" - then the oweness is on BMC to fix it.  This is what our company calls "a broken piece of code that needs a hotfix."  (how absurd).  Internal developers are to administer the data and are not able to create a form, add a field, create an active link, filter etc - it might "break Remedy more."   Only four filters were created over the two years from our team.  To make a code change, it requires several pages of an essay detailing why we need this new code, weeks of meetings to discuss the filter, Sr. Management must be notified, then go through the CAB review board,  etc 
 
Unfortunately, because of this "no customize" delusion, our company views the ITSM OOB applications as "junk" because it does not meet requirements that continually change as we mature as a company.  Harsh statements are daily communicated throughout our company over these issues.  Whenever a field and/or workflow does not match their "wish list" - almost every meeting, people are walking around complaining that the "tool just does not work."  This is so far from the truth! I have explained many times the concept of "software development application" and "developer."  BMC packaged ITSM based on industry standard (and other factors) that contains software development applications that supports IT Service Management.  BMC cannot predict which fields you want to be required in every single case.  Each company is different.  Yes, standardize as much as possible, however if you need to modify the code to fit your business requirement - then do so. 
 
I spoke with BMC technical support and asked the technician what is BMC communicating regarding customizations - because our Sr. Management is stating BMC warned them not to customize.  The BMC tech informed me that we should not customize ITSM. ??  Where on earth is this coming from?
 
If I needed to change the field from a numerical "9" to the word "nine" on a form - the decision makers on our team would flip out.  The reality is, we have a great need to create tables to manage data and for integrations - however we cannot :(   
 

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


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

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

Re: License type in Analytics to view ITSM Crystal Reports via ARSystem Midtier

[tboot...@objectpath.com]

**
If you ask me, this is ridiculous.  BOA allows viewing of cubes, drill downs, etc.  Why would viewing a straight "crystal report" cost more?
 
Terry
 
on Oct 10, 2013, patrick zandi  wrote:
**
Double confirmed..    without Premium (cost) you cannot use the CR we application, in addition to the BOA (BMC office analytic):: I like the CR side better than BOA myself.

On Thu, Oct 10, 2013 at 3:25 PM, LJ LongWing <lj.longw...@gmail.com> wrote:
**
having recently looked into this, yes, you are correct.  Without Premium, your users will be able to log into BOXI server, create, run, schedule, etc reports, but will not be able to utilize the BOXI server to run Crystal reports out of Mid-Tier



On Thu, Oct 10, 2013 at 1:22 PM, tboot...@objectpath.com <tboot...@objectpath.com> wrote:
**
Hello again:
 
I had a quick question that I am hoping someone will confirm for me.
 
Here is the situation:
 
ARS 8.1
ITSM 8.1
BMC Analytics for BSM 7.6.06
 
In the License entitlements section off BSM Analytics for BSM 7.6.06 it states the following:
 

License Types: User vs. Premium User
There are two types of user licenses available for BMC Analytics for BSM:  User and Premium User.  Depending on the license type, users will have access to the capabilities of either the Professional or Premium edition of SAP BusinessObjects Enterprise.  Non-premium users have full access to view and author Web Intelligence content, but may not use other content types such as viewing Crystal Reports.  Premium users may use all the capabilities of the BusinessObjects Enterprise Premium suite, including viewing of any BusinessObjects document types including viewing Crystal Reports from the BMC Remedy Mid Tier. 
 
So, given the above, does that mean that if I have a user that wants to view Crystal Reports via the ARSystem mid-tier (ex. ITSM reports) , that they must have an associated "Premium" license in BMC Analytics for BSM?  Can someone confirm this for me ?
 
Thanks..
 
Terry
 

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


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



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

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

License type in Analytics to view ITSM Crystal Reports via ARSystem Midtier

[tboot...@objectpath.com]

**
Hello again:
 
I had a quick question that I am hoping someone will confirm for me.
 
Here is the situation:
 
ARS 8.1
ITSM 8.1
BMC Analytics for BSM 7.6.06
 
In the License entitlements section off BSM Analytics for BSM 7.6.06 it states the following:
 

License Types: User vs. Premium User
There are two types of user licenses available for BMC Analytics for BSM:  User and Premium User.  Depending on the license type, users will have access to the capabilities of either the Professional or Premium edition of SAP BusinessObjects Enterprise.  Non-premium users have full access to view and author Web Intelligence content, but may not use other content types such as viewing Crystal Reports.  Premium users may use all the capabilities of the BusinessObjects Enterprise Premium suite, including viewing of any BusinessObjects document types including viewing Crystal Reports from the BMC Remedy Mid Tier.  
 
So, given the above, does that mean that if I have a user that wants to view Crystal Reports via the ARSystem mid-tier (ex. ITSM reports) , that they must have an associated "Premium" license in BMC Analytics for BSM?  Can someone confirm this for me ?
 
Thanks..
 
Terry
 

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

Re: Support Company based muti-tenancy

[tboot...@objectpath.com]

**
It would be nice if the concept of Hierachial Groups (ARS 8.X) was implemented within ITSM 8.X, but I guess that would be for a future release (ITSM 9.X) ? 
 
Terry
 

on Oct 04, 2013, Ray Gellenbeck  wrote:
**

Agreed.
 
We'd prefer the ability to say...
 
"This group's tickets are invisible to everyone else, including sister support teams within our company and other companies.
 
This data in CMDB can be seen by all in our company, but not others.
 
This data in CMDB can be seen by all companies
 
These support KB articles are only for NOC people.
 
These SRM catalog entries are for all companies except (x) and (y).
 
etc"
 
In Sony's case, we'd like to offer the app to other sister divisions while keeping some elements proprietary to ours, but take it a step deeper and say "the SOC's tickets cannot be viewed by anyone not in the SOC group(s)."
 
I have played with 8.1 in a dev sandbox but not delved into multi-tenancy changes yet.  In 7.6.04, the model was insufficient in complexity/options to allow this efficiently.
 
Ray Gellenbeck
Mgr, BSM
Sony Network Entertainment Int'l
San Diego, CA
 


 From: John Marshall  To: arslist@ARSLIST.ORG  Sent: Thursday, October 3, 2013 8:46 AM Subject: Re: Support Company based muti-tenancy 


**

Hi Ryan,  
I think that this phrase sums up perfectly what multi-tenancy is “Tenancy is based and controlled at the Company level”.
 
However, I think for my issue I would like multi-tenancy to be defined as “Tenancy is based and controlled at the _Organizational_ level while allowing access to company level data”
 Here is what I _think_ the issues would still be trying to setup the system with support users having unrestricted access and the end users having access to specific companies.
 
1. If I give the support users "Unrestricted Access" then all the support users will see ALL the tickets in the other organization’s area and we only want them to see items in their area
 
2. End users belong to an overarching company of which all the other (support) organizations are children of that company, so end users will belong to that overarching company vs. a specific “sub company” (organization)
Let me see if I can give a use case based on what I really want to do...
I work at GWU and ALL the users (end users and support users) will need to belong to the company "GWU". 
I also have 2 organizations, IT and AT, that want to be able to be completely autonomous from one another but still use the same user base (GWU users). I would like to setup the support user in the IT group to belong to a IT “company/org” and the AT support users belong to a AT “company/org”
So when a user calls IT to report an issue, I would like the IT people to be able to 
a) Retrieve the user records from the GWU pool of users (which we can with Support Company Access Config) 
b) Have the business rules for IT be used to process the ticket.
c) Not have the AT group be able to see the tickets that belong to IT
Then I would like the same to happen for the AT group when a user calls AT to report an issue.
I think the highest priority is based on Incident and Problem, but this would need to cascade to the other ITSM modules as well
Again, thanks for the input. Hopefully the above clears up a little bit what I am looking for, however I think that might not be something that can be done with just configuration options (but I am hoping to be proven wrong)
 
John
 



On Thu, Oct 3, 2013 at 9:53 AM, Downing, Ryan  wrote:
**


Hi John,
 
If I understand your dilemma correctly then ITSM 8.1 should be able to handle this scenario with the following assumptions:
 
1. Support people have "Unrestricted Access"
2. End users have "Restricted Access" to the Company (department) to which they belong
 
In ITSM 8.1 multi-tenancy works as follows:
 
Ø  Multi-tenancy is a feature in the BMC Remedy Applications that enables you to control which records and specific configuration data are exposed to a user, based on the user’s permissions. Tenancy is based and controlled at the Company level.  Various forms in the BMC Remedy Applications expose one or more Company fields that control the tenancy access for a given record.
Ø  Row-level security typically works as follows:
o   On main user facing transactional forms:
§  Tenancy is based on the  Customer Company and/or Process Company defined on the record (sets field 112)
§  Tenancy is also based on the Support Companies assigned to a record (sets field 60900)
o   Child forms:
§  Child form should inherit their parents tenancy permissions
o   Join forms
§  Tenancy should be inherited from either the primary or secondary form identified within the join criteria especially if one of the forms is a user facing transactional form
 
Ø  Tenancy is implemented using the Row-level Security feature of AR.  In summary we determine which groups or roles have access to a request through the permissions on the Request ID field (field ID 1).
-  In

FW:

[tboot...@objectpath.com]

http://kyokushin-tji.sakura.ne.jp/tt1xrf.php

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
"Where the Answers Are, and have been for 20 years"

Re: Remedy - ARS 7.6.04 SP4 Install Fails

[tboot...@objectpath.com]

**
Idea:
Came across 7.6.04 installation issues when there is a "space" in the directory structure naming.  Can't recall if this is a Linux only issue or if it related to Windows as well.
 
But, worth a try.
 
Terry
 
on Apr 24, 2013, Sanford, Claire  wrote:
**

Trying to go from:
 
ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit DEV
Win 2008 VMServer
 
To
 
ITSM 7.6.04 SP4
ARS 7.6.04 SP4
Oracle 11.2.0.3.0 - 64bit DEV
Win 2008 VMServer
 
 
I am trying to install ARS 7.6.04 SP4  It never asks if I am upgrading.  The system bombs out at the very end.  It tells me that the database information is incorrect.  I looked in the BMC KB and all I could find there was that my server name was too long!
 
FQDN - xxRemedy7tx.xx.org
Alias -  xxRemedy7tx.xx
 
I used the standard xx#x#  password.
 
Any ideas?
 
BMC KB Solution:  
You need to have the short server name for the Server Name field during the SP4 installer.
 
Database access errors are another possible cause, check the install log for messages such as:
{Description=[Failed to check database connection,DB server],Detail=[ORA-01017: invalid username/password; logon denied]}
 
The database error is likely the password is incorrect and it is recommended to type the password even if you see the password field already populated.
 
 
Error Messages at the end of  the install:
1)  LOG EVENT {Description=[[SQLERROR] [DESCRIPTION] Failed to get database connection],Detail=[[SQLERRORCODE]=1017 [SQLMESSAGE]=ORA-01017: invalid username/password; logon denied]}  
 
 
2) THROWABLE EVENT {Description=[Failed to execute prepareConnection],Detail=[Failed to prepare db connection
    ERROR CODE=1017
    MESSAGE=ORA-01017: invalid username/password; logon denied
    SQL STATE=72000]}
 
Throwable=[java.sql.SQLException: ORA-01017: invalid username/password; logon denied
oracle.jdbc.driver.SQLStateMapping.newSQLException(SQLStateMapping.java:119)
oracle.jdbc.driver.DatabaseError.newSQLException(DatabaseError.java:115)
oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java:221)
oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:467)
oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:409)
oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:401)
oracle.jdbc.driver.T4CTTIoauthenticate.receiveOauth(T4CTTIoauthenticate.java:852)
oracle.jdbc.driver.T4CConnection.logon(T4CConnection.java:427)
oracle.jdbc.driver.PhysicalConnection.(PhysicalConnection.java:493)
oracle.jdbc.driver.T4CConnection.(T4CConnection.java:198)
oracle.jdbc.driver.T4CDriverExtension.getConnection(T4CDriverExtension.java:29)
oracle.jdbc.driver.OracleDriver.connect(OracleDriver.java:502)
java.sql.DriverManager.getConnection(Unknown Source)
java.sql.DriverManager.getConnection(Unknown Source)
com.bmc.install.utility.jdbc.impl.OracleDatabaseHelperImpl.getConnection(OracleDatabaseHelperImpl.java:74)
com.bmc.install.utility.jdbc.DatabaseHelper.getConnection(DatabaseHelper.java:247)
com.bmc.install.utility.jdbc.DatabaseHelper.getConnection(DatabaseHelper.java:210)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageDatabaseBusinessTask.prepareConnection(ARServerManageDatabaseBusinessTask.java:595)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageDatabaseBusinessTask.processDBVendorTablesSqlFile(ARServerManageDatabaseBusinessTask.java:773)
com.bmc.install.product.arsuitekit.platforms.arsystemservers.arserver.ARServerManageDatabaseBusinessTask.execute(ARServerManageDatabaseBusinessTask.java:101)
com.bmc.install.task.InstallationTask.run(InstallationTask.java:93)
java.lang.Thread.run(Unknown Source)]
 
 
3)  LOG EVENT {Description=[AR System Server   failed],Detail=[featureARServer]}

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

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