Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

[Sanford, Claire]

I better take a closer look at that list before I re-do the indexes!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Wednesday, February 10, 2016 11:30 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
I've had that one get me more than once - usually when people's last names 
match common words.  I think I had a guy with a last name of "An" with that 
problem once.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, February 10, 2016 6:36 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
That was it!  I never would have thought to look there!  Thank you!!!

“young;younger;youngest”

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Tuesday, February 09, 2016 10:14 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Everything Jase said, plus this - "young" might have been added to the ignore 
words list for FTS.  Check that too.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, February 09, 2016 5:55 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Hi Claire,
The only time I've seen this is when the FTS index didn't complete because it 
was taking too long to run. BMC gave us a fix for the FTS indexing and the 
problem was solved.   You can test by disabling FTS and try your search again. 
If your search works with FTS disabled you can be reasonably sure that's the 
problem.  Hope this helps

Jase

On Feb 9, 2016, at 5:42 PM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
Has anyone ever experienced this weirdness…  Search for a last name and NO ONE 
with that last name pulls up.

On the CTM:People form when we search for anyone with the last name “young” 
nothing comes up.  We have 81 people with that last name.

I’m going to export them all and delete them and rebuild them if I have to, it 
is just weird!



ITSM 7.6.04 SP3
ARS 7.6.04 SP5
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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




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

No virus found in this message.
Checked by AVG - 
www.avg.com<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.avg.com&d=CwMGaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=VbimYoCg8r4aU4rZqf8ga07e7bXin0O4sBE3Cg4n3Kg&s=ZmWfT2dW6DtqBmUeItTySnF0R9BenLRIEI_u1IPAwRo&e=>
Version: 2016.0.7441 / Virus Database: 4522/11592 - Release Date: 02/09/16
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

No virus found in this message.
Checked by AVG - 
www.avg.com<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.avg.com&d=CwMGaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=qjygxZMB79vbNKKJCI3oDsfY5ex9_ey-M6OWQLsHGYg&s=CJGo33KnU8Sz2-XCbZCoTgjYeoREKqvHafSK6AOjDg4&e=>
Version: 2016.0.7441 / Virus Database: 4522/11592 - Release Date: 02/09/16
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

[William Rentfrow]

I've had that one get me more than once - usually when people's last names 
match common words.  I think I had a guy with a last name of "An" with that 
problem once.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, February 10, 2016 6:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
That was it!  I never would have thought to look there!  Thank you!!!

“young;younger;youngest”

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Tuesday, February 09, 2016 10:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Everything Jase said, plus this - "young" might have been added to the ignore 
words list for FTS.  Check that too.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, February 09, 2016 5:55 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Hi Claire,
The only time I've seen this is when the FTS index didn't complete because it 
was taking too long to run. BMC gave us a fix for the FTS indexing and the 
problem was solved.   You can test by disabling FTS and try your search again. 
If your search works with FTS disabled you can be reasonably sure that's the 
problem.  Hope this helps

Jase

On Feb 9, 2016, at 5:42 PM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
Has anyone ever experienced this weirdness…  Search for a last name and NO ONE 
with that last name pulls up.

On the CTM:People form when we search for anyone with the last name “young” 
nothing comes up.  We have 81 people with that last name.

I’m going to export them all and delete them and rebuild them if I have to, it 
is just weird!



ITSM 7.6.04 SP3
ARS 7.6.04 SP5
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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




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

No virus found in this message.
Checked by AVG - 
www.avg.com<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.avg.com&d=CwMGaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=VbimYoCg8r4aU4rZqf8ga07e7bXin0O4sBE3Cg4n3Kg&s=ZmWfT2dW6DtqBmUeItTySnF0R9BenLRIEI_u1IPAwRo&e=>
Version: 2016.0.7441 / Virus Database: 4522/11592 - Release Date: 02/09/16
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2016.0.7441 / Virus Database: 4522/11592 - Release Date: 02/09/16
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

[Sanford, Claire]

That was it!  I never would have thought to look there!  Thank you!!!

“young;younger;youngest”

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of William Rentfrow
Sent: Tuesday, February 09, 2016 10:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Everything Jase said, plus this - "young" might have been added to the ignore 
words list for FTS.  Check that too.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, February 09, 2016 5:55 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Hi Claire,
The only time I've seen this is when the FTS index didn't complete because it 
was taking too long to run. BMC gave us a fix for the FTS indexing and the 
problem was solved.   You can test by disabling FTS and try your search again. 
If your search works with FTS disabled you can be reasonably sure that's the 
problem.  Hope this helps

Jase

On Feb 9, 2016, at 5:42 PM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
Has anyone ever experienced this weirdness…  Search for a last name and NO ONE 
with that last name pulls up.

On the CTM:People form when we search for anyone with the last name “young” 
nothing comes up.  We have 81 people with that last name.

I’m going to export them all and delete them and rebuild them if I have to, it 
is just weird!



ITSM 7.6.04 SP3
ARS 7.6.04 SP5
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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




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

No virus found in this message.
Checked by AVG - 
www.avg.com<https://urldefense.proofpoint.com/v2/url?u=http-3A__www.avg.com&d=CwMGaQ&c=cBOA5YEoZuz9KdLvh38YxdrPtfJt83ckXekfBgq5xB0&r=TjDOQeE84FB3IkKBOKJ7-reBz8qKDLQv4sMWw_GFxq4ypeuVm4ZMlj00hGeKuFbo&m=VbimYoCg8r4aU4rZqf8ga07e7bXin0O4sBE3Cg4n3Kg&s=ZmWfT2dW6DtqBmUeItTySnF0R9BenLRIEI_u1IPAwRo&e=>
Version: 2016.0.7441 / Virus Database: 4522/11592 - Release Date: 02/09/16
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

[William Rentfrow]

Everything Jase said, plus this - "young" might have been added to the ignore 
words list for FTS.  Check that too.

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jase Brandon
Sent: Tuesday, February 09, 2016 5:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

**
Hi Claire,
The only time I've seen this is when the FTS index didn't complete because it 
was taking too long to run. BMC gave us a fix for the FTS indexing and the 
problem was solved.   You can test by disabling FTS and try your search again. 
If your search works with FTS disabled you can be reasonably sure that's the 
problem.  Hope this helps

Jase

On Feb 9, 2016, at 5:42 PM, Sanford, Claire 
mailto:claire.sanf...@memorialhermann.org>> 
wrote:
**
Has anyone ever experienced this weirdness…  Search for a last name and NO ONE 
with that last name pulls up.

On the CTM:People form when we search for anyone with the last name “young” 
nothing comes up.  We have 81 people with that last name.

I’m going to export them all and delete them and rebuild them if I have to, it 
is just weird!



ITSM 7.6.04 SP3
ARS 7.6.04 SP5
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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




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

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2016.0.7441 / Virus Database: 4522/11592 - Release Date: 02/09/16
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

[Jase Brandon]

Hi Claire, 
The only time I've seen this is when the FTS index didn't complete because it 
was taking too long to run. BMC gave us a fix for the FTS indexing and the 
problem was solved.   You can test by disabling FTS and try your search again. 
If your search works with FTS disabled you can be reasonably sure that's the 
problem.  Hope this helps 

Jase

> On Feb 9, 2016, at 5:42 PM, Sanford, Claire 
>  wrote:
> 
> **
> Has anyone ever experienced this weirdness…  Search for a last name and NO 
> ONE with that last name pulls up.
>  
> On the CTM:People form when we search for anyone with the last name “young” 
> nothing comes up.  We have 81 people with that last name.
>  
> I’m going to export them all and delete them and rebuild them if I have to, 
> it is just weird!
>  
>  
>  
> ITSM 7.6.04 SP3
> ARS 7.6.04 SP5
> Oracle 11.2.0.3.0 - 64bit Production
> Win 2008 Server
>  
> Claire Sanford
> Information Systems Division
> Memorial Hermann Healthcare System
> claire.sanf...@memorialhermann.org
>  
>  
>  
>  
> _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"

ARS 7.6.4 - ITSM 7.6.4 Missing Name in searches

[Sanford, Claire]

Has anyone ever experienced this weirdness...  Search for a last name and NO 
ONE with that last name pulls up.

On the CTM:People form when we search for anyone with the last name "young" 
nothing comes up.  We have 81 people with that last name.

I'm going to export them all and delete them and rebuild them if I have to, it 
is just weird!



ITSM 7.6.04 SP3
ARS 7.6.04 SP5
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server

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





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

Re: ITSM 7.6.4 r2 using IE 10

[William Rentfrow]

Ohto live in an environment where I could do this in an hour... :)

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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhijit Hendre
Sent: Monday, November 10, 2014 9:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 r2 using IE 10

**

Mid-Tier 7.6.04 patch 2 is not compatible with IE 10 or IE 11. BMC started 
supporting IE 10 & 11 from mid- tier 8.1 SP1 release . You can upgrade only 
midtier to this version without upgrading other modules. It's just an hour task.

Thanks,
Abhijit
On 11-Nov-2014 7:13 am, "Richter, Howard (CEI - Atlanta)" 
mailto:howard.rich...@coxinc.com>> wrote:
**
Thanks I will try this and what Mr. Rentfrow sent.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>] On Behalf Of Kevin 
Shaffer
Sent: Monday, November 10, 2014 8:40 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: [arslist] ITSM 7.6.4 r2 using IE 10

**

I am not sure the impact but we have the same issue.  We have been testing and 
found that on the Advanced tab under IE options we had to enable software 
rendering.  It cut our response time from 25 seconds down to 2 to 5 seconds for 
the pop up windows to open.


Sent via the Samsung GALAXY S® 5, an AT&T 4G LTE smartphone

Sent via the Samsung GALAXY S® 5, an AT&T 4G LTE smartphone


 Original message 
From: "Richter, Howard (CEI - Atlanta)"
Date:11/10/2014 4:19 PM (GMT-06:00)
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.4 r2 using IE 10
**
 All,

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.


One of my test users has reported that  he’s experiencing a painful lag with 
ITSM. The processes that are taking longer, pulling up templates, searching 
groups, basically anything that requires another tab/pop-up for searching.

So any ideas? (and moving to another browser or IE 11/12, is not an option)

As always thanks,

Howard


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


Click 
here<https://www.mailcontrol.com/sr/cTdg0VIzsuHGX2PQPOmvUmkxeMeR4!FmNSSsHAPufuBkN5TAuVLEXTxU6k!vMRdR+pKcdHXFkgnX405xsHCs!A==>
 to report this email as spam.
_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_

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2014.0.4765 / Virus Database: 4189/8521 - Release Date: 11/06/14

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

Re: ITSM 7.6.4 r2 using IE 10

[Abhijit Hendre]

Mid-Tier 7.6.04 patch 2 is not compatible with IE 10 or IE 11. BMC started
supporting IE 10 & 11 from mid- tier 8.1 SP1 release . You can upgrade only
midtier to this version without upgrading other modules. It's just an hour
task.

Thanks,
Abhijit
On 11-Nov-2014 7:13 am, "Richter, Howard (CEI - Atlanta)" <
howard.rich...@coxinc.com> wrote:

> **
>
> Thanks I will try this and what Mr. Rentfrow sent.
>
>
>
> hbr
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Kevin Shaffer
> *Sent:* Monday, November 10, 2014 8:40 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: [arslist] ITSM 7.6.4 r2 using IE 10
>
>
>
> **
>
>
>
> I am not sure the impact but we have the same issue.  We have been testing
> and found that on the Advanced tab under IE options we had to enable
> software rendering.  It cut our response time from 25 seconds down to 2 to
> 5 seconds for the pop up windows to open.
>
>
>
>
>
> Sent via the Samsung GALAXY S® 5, an AT&T 4G LTE smartphone
>
>
>
> Sent via the Samsung GALAXY S® 5, an AT&T 4G LTE smartphone
>
>
>
> ---- Original message 
> From: "Richter, Howard (CEI - Atlanta)"
> Date:11/10/2014 4:19 PM (GMT-06:00)
> To: arslist@ARSLIST.ORG
> Subject: ITSM 7.6.4 r2 using IE 10
>
> **
>
>  All,
>
>
>
> We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.
>
>
>
>
>
> One of my test users has reported that  he’s experiencing a painful lag
> with ITSM. The processes that are taking longer, pulling up templates,
> searching groups, basically anything that requires another tab/pop-up for
> searching.
>
>
>
> So any ideas? (and moving to another browser or IE 11/12, is not an option)
>
>
>
> As always thanks,
>
>
>
> Howard
>
>
>
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
> Click here
> <https://www.mailcontrol.com/sr/cTdg0VIzsuHGX2PQPOmvUmkxeMeR4!FmNSSsHAPufuBkN5TAuVLEXTxU6k!vMRdR+pKcdHXFkgnX405xsHCs!A==>
> to report this email as spam.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

___
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"Where the Answers Are, and have been for 20 years"

Re: ITSM 7.6.4 r2 using IE 10

[Richter, Howard (CEI - Atlanta)]

Thanks I will try this and what Mr. Rentfrow sent.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Shaffer
Sent: Monday, November 10, 2014 8:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] ITSM 7.6.4 r2 using IE 10

**

I am not sure the impact but we have the same issue.  We have been testing and 
found that on the Advanced tab under IE options we had to enable software 
rendering.  It cut our response time from 25 seconds down to 2 to 5 seconds for 
the pop up windows to open.


Sent via the Samsung GALAXY S(r) 5, an AT&T 4G LTE smartphone

Sent via the Samsung GALAXY S(r) 5, an AT&T 4G LTE smartphone


 Original message 
From: "Richter, Howard (CEI - Atlanta)"
Date:11/10/2014 4:19 PM (GMT-06:00)
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.4 r2 using IE 10
**
 All,

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.


One of my test users has reported that  he's experiencing a painful lag with 
ITSM. The processes that are taking longer, pulling up templates, searching 
groups, basically anything that requires another tab/pop-up for searching.

So any ideas? (and moving to another browser or IE 11/12, is not an option)

As always thanks,

Howard


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


Click 
here<https://www.mailcontrol.com/sr/cTdg0VIzsuHGX2PQPOmvUmkxeMeR4!FmNSSsHAPufuBkN5TAuVLEXTxU6k!vMRdR+pKcdHXFkgnX405xsHCs!A==>
 to report this email as spam.
_ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: ITSM 7.6.4 r2 using IE 10

[Kevin Shaffer]

I am not sure the impact but we have the same issue.  We have been testing and 
found that on the Advanced tab under IE options we had to enable software 
rendering.  It cut our response time from 25 seconds down to 2 to 5 seconds for 
the pop up windows to open.


Sent via the Samsung GALAXY S® 5, an AT&T 4G LTE smartphone

Sent via the Samsung GALAXY S® 5, an AT&T 4G LTE smartphone


 Original message 
From: "Richter, Howard (CEI - Atlanta)"
Date:11/10/2014 4:19 PM (GMT-06:00)
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 r2 using IE 10

**
 All,

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.


One of my test users has reported that  he's experiencing a painful lag with 
ITSM. The processes that are taking longer, pulling up templates, searching 
groups, basically anything that requires another tab/pop-up for searching.

So any ideas? (and moving to another browser or IE 11/12, is not an option)

As always thanks,

Howard


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

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Re: ITSM 7.6.4 r2 using IE 10

[William Rentfrow]

You could try disabling Flash and see if that helps. It's a setting on the MT.

(the below ruthlessly stolen from something I googled in order to remember how 
to do it):
You can disable the Flash UI rendering in your Mid Tier config.properties file

Set these lines to False:
arsystem.flash.detect_flashplayer=true
arsystem.flash.enable_ui_rendering=true
This will also remove things like rounded corners on the nav bar, etc.


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

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Monday, November 10, 2014 4:31 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 r2 using IE 10

**
Not sure, just got this report on the way home. My thinking was cache as well, 
but wondered if someone else had send some strange setting that might need to 
be set or unset in IE 10.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, November 10, 2014 5:28 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ITSM 7.6.4 r2 using IE 10

**
How often does he clear his cache?  7604 SP2 likes to eat a lot of cache space!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, November 10, 2014 4:18 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.4 r2 using IE 10

**
 All,

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.


One of my test users has reported that  he's experiencing a painful lag with 
ITSM. The processes that are taking longer, pulling up templates, searching 
groups, basically anything that requires another tab/pop-up for searching.

So any ideas? (and moving to another browser or IE 11/12, is not an option)

As always thanks,

Howard


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

No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2014.0.4765 / Virus Database: 4189/8521 - Release Date: 11/06/14
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Re: ITSM 7.6.4 r2 using IE 10

[Howard Richter]

Not sure, just got this report on the way home. My thinking was cache as
well, but wondered if someone else had send some strange setting that might
need to be set or unset in IE 10.

 

hbr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Monday, November 10, 2014 5:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 r2 using IE 10

 

** 

How often does he clear his cache?  7604 SP2 likes to eat a lot of cache
space!  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, November 10, 2014 4:18 PM
To: arslist@ARSLIST.ORG <mailto:arslist@ARSLIST.ORG> 
Subject: ITSM 7.6.4 r2 using IE 10

 

** 

 All,

 

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8. 

 

 

One of my test users has reported that  he's experiencing a painful lag with
ITSM. The processes that are taking longer, pulling up templates, searching
groups, basically anything that requires another tab/pop-up for searching.

 

So any ideas? (and moving to another browser or IE 11/12, is not an option)

 

As always thanks,

 

Howard

 

 

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

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Re: ITSM 7.6.4 r2 using IE 10

[Sanford, Claire]

How often does he clear his cache?  7604 SP2 likes to eat a lot of cache space!

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, November 10, 2014 4:18 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 r2 using IE 10

**
 All,

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.


One of my test users has reported that  he's experiencing a painful lag with 
ITSM. The processes that are taking longer, pulling up templates, searching 
groups, basically anything that requires another tab/pop-up for searching.

So any ideas? (and moving to another browser or IE 11/12, is not an option)

As always thanks,

Howard


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

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ITSM 7.6.4 r2 using IE 10

[Richter, Howard (CEI - Atlanta)]

 All,

We are still on ITSM 7.6.4 release 2 and moving to IE 10, from IE 8.


One of my test users has reported that  he's experiencing a painful lag with 
ITSM. The processes that are taking longer, pulling up templates, searching 
groups, basically anything that requires another tab/pop-up for searching.

So any ideas? (and moving to another browser or IE 11/12, is not an option)

As always thanks,

Howard



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Looking for a copy of the out of box Incident process flow for ITSM 7.6.4

[Richter, Howard (CEI - Atlanta)]

Happy Halloween as well as Friday to all,

I am looking for a copy of the out of box Incident process flow for ITSM 7.6.4. 
Can anyone point me to a Visio copy of it?

On another note,

1.   
[https://encrypted-tbn0.gstatic.com/images?q=tbn:ANd9GcSED-CgxsFnI8EIxciP90G-19i2nlwQdt8JJRr0cQUjeM7ZpeTm]
 
<http://www.google.com/url?sa=i&rct=j&q=&esrc=s&frm=1&source=images&cd=&cad=rja&uact=8&ved=0CAcQjRw&url=http://freeholidayquotes.com/halloween-quotes-funny-halloween-sayings-halloween-sayings-and-2014-2/&ei=MeFTVO7LBoflsASz4YCgCg&bvm=bv.78677474,d.cWc&psig=AFQjCNH7JwADUCT5uvMNbRU6cEIQCio9mA&ust=1414869676813742>

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
[ecm_036069_email]


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Re: High Availability ITSM (7.6.4 or greater)

[Derek Berube]

urred
sometimes even the hot-backup wasn’t enough
major AR System server upgrade (not mid-TIer) needed to be performed

If a patch needed to be applied at the database level, the patch was typically 
applied to the cluster NOT in use.  During a scheduled maintenance activity, we 
would fail our AR System application servers over to that cluster thereby 
allowing the un-patched database to be updated.

As I understand it, there are changes coming in a future release of the AR 
System server platform which will be more conducive to zero downtime for 
upgrades (for all things in the AR System world).  Oracle RAC clustering is 
pretty good; however, it wasn’t as seamless as I would have liked.

From a usage perspective, we typically had between 3,000 and 5,000 concurrent 
users on our application servers during the day.  We only did planned 
maintenance between 2:00 AM and 7:00 AM EST.  During that time, there were 
significantly fewer users online - maybe only a few hundred.  In five years, we 
ran 1 billion ticket and ticket-supporiting (e.g., attachments, journals, 
auditing, notifications) records through the platform.  Most of our volume 
occurred between 7:00 AM and 10:00 PM EST.  Throughput averaged on a 
twenty-four hour clock was fairly consistently at 8 records being 
created/second.  We were a 24x7x365 shop, but we did have planned maintenance.  
I only highlight this information to highlight that it was (and is) a busy 
platform.

For us, this configuration was a good balance between availability and cost.  
There are more sophisticated things that we could have done and there was more 
money we could have spent to get even more availability out of our platform, 
but what we had worked for us.

Hope this helps.

Derek


> On Sep 10, 2014, at 8:05 AM, Richter, Howard (CEI - Atlanta) 
>  wrote:
> 
> **
> All,
>  
> After needing 3 long duration outages to install the pieces needed for a BMC 
> add on product (which will remain nameless), I wanted to see if there was 
> some method for a High Availability ITSM (7.6.4 or greater) system. 
>  
> Our current system is 3 arservers (1 app, 2 user facing), three mid-tiers and 
> one database.
>  
> So I am looking at future architectural ideas (when we move to 8.x) to put us 
> in a position, whereby we can give our customers the high availability we 
> need and yet install some of these products, that require restarts and other 
> items that add to unavailability.
>  
> So  looking for ideas.
>  
> Thanks,
>  
> hbr
>  
> 
> Howard Richter, Remedy Administrator
> Email = howard.rich...@coxinc.com <mailto:howard.rich...@coxinc.com>
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_


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Re: High Availability ITSM (7.6.4 or greater)

[Dave Barber]

We're moving to a new set of applications on 8.1 and I'm expecting that
we're likely to have fairly lengthy outages.

It was bad enough migrating our existing platforms from 7.0.1 to 7.6.4
(that unified installer for ARS really is a major step backwards if you're
on Solaris), and that was just the core AR Services running our own
applications on 2 servers.

Take that to 5+ production servers and we're going to be having "fun" come
upgrade time on the 8.1 services!

On 10 September 2014 14:44, William Rentfrow 
wrote:

> **
>
> Hi Howard (long time no see!) -
>
>
>
> We've never been able to make this work.  With 4000+ users, and typically
> 1,000 of them on at any time this has always been an issue.
>
>
>
> Typically the first install we have to have all of the servers down and we
> do the install on the admin server of our server group.  Then we take that
> one down and repeat the process - you're probably familiar with it.
>
>
>
> For a while the thinking was we could re-direct the load balancer to only
> the servers that were up, but we just ran into too many issues, like
>
>
>
> · Load balancer re-programming on the fly in production is tricky
> business
>
> · Some patches blew up if ANY of the AR servers were running when
> they were installed, even on secondary servers
>
> · Users really didn't like the idea of "are we up or not?"
>
>
>
> At the end of the day we end up doing this stuff on the weekend during the
> low volume times, and breaking it up into manageable sized chunks when we
> can.
>
>
>
> I will say this too - we did come up with a few non-BMC sanctioned idea of
> how to do this.  For example, using unix shell scripts it is now possible
> for me to take a server,
>
> install all the upgrades, etc.   Then copy all the files to another
> server, run a shell script, and be 99% of the way to being done.
>
>
>
> The shell script renames every instance of server name "A" to server name
> "B".  Then there's some manual cleanup to be done.  But it does cut down
> the install time SUBSTANTIALLY.  Unfortunately we are not allowed to use
> this method in most instances, even though it is (IMHO) more reliable AND
> gives you consistency between installs across servers.  We've all had that
> day where we're installing the third server or whatever and the DBA's
> decide that's a GREAT time for them to pull the plug.
>
>
>
> That scripting option won't work if you're on windows obviously...
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta)
> *Sent:* Wednesday, September 10, 2014 8:06 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* High Availability ITSM (7.6.4 or greater)
>
>
>
> **
>
> All,
>
>
>
> After needing 3 long duration outages to install the pieces needed for a
> BMC add on product (which will remain nameless), I wanted to see if there
> was some method for a High Availability ITSM (7.6.4 or greater) system.
>
>
>
> Our current system is 3 arservers (1 app, 2 user facing), three mid-tiers
> and one database.
>
>
>
> So I am looking at future architectural ideas (when we move to 8.x) to put
> us in a position, whereby we can give our customers the high availability
> we need and yet install some of these products, that require restarts and
> other items that add to unavailability.
>
>
>
> So  looking for ideas.
>
>
>
> Thanks,
>
>
>
> hbr
>
>
>
> [image:
> http://ucm.coxenterprises.com/cs/groups/public/documents/www_content/mdaw/mday/~edisp/coxenterprisescolor_jpg.jpg]
>
> Howard Richter, Remedy Administrator
>
> Email = howard.rich...@coxinc.com
>
>
>  --
>
> No virus found in this message.
> Checked by AVG - www.avg.com
> Version: 2014.0.4765 / Virus Database: 4015/8175 - Release Date: 09/08/14
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>  _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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Re: High Availability ITSM (7.6.4 or greater)

[William Rentfrow]

Hi Howard (long time no see!) -

We've never been able to make this work.  With 4000+ users, and typically 1,000 
of them on at any time this has always been an issue.

Typically the first install we have to have all of the servers down and we do 
the install on the admin server of our server group.  Then we take that one 
down and repeat the process - you're probably familiar with it.

For a while the thinking was we could re-direct the load balancer to only the 
servers that were up, but we just ran into too many issues, like


* Load balancer re-programming on the fly in production is tricky 
business

* Some patches blew up if ANY of the AR servers were running when they 
were installed, even on secondary servers

* Users really didn't like the idea of "are we up or not?"

At the end of the day we end up doing this stuff on the weekend during the low 
volume times, and breaking it up into manageable sized chunks when we can.

I will say this too - we did come up with a few non-BMC sanctioned idea of how 
to do this.  For example, using unix shell scripts it is now possible for me to 
take a server,
install all the upgrades, etc.   Then copy all the files to another server, run 
a shell script, and be 99% of the way to being done.

The shell script renames every instance of server name "A" to server name "B".  
Then there's some manual cleanup to be done.  But it does cut down the install 
time SUBSTANTIALLY.  Unfortunately we are not allowed to use this method in 
most instances, even though it is (IMHO) more reliable AND gives you 
consistency between installs across servers.  We've all had that day where 
we're installing the third server or whatever and the DBA's decide that's a 
GREAT time for them to pull the plug.

That scripting option won't work if you're on windows obviously...

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Wednesday, September 10, 2014 8:06 AM
To: arslist@ARSLIST.ORG
Subject: High Availability ITSM (7.6.4 or greater)

**
All,

After needing 3 long duration outages to install the pieces needed for a BMC 
add on product (which will remain nameless), I wanted to see if there was some 
method for a High Availability ITSM (7.6.4 or greater) system.

Our current system is 3 arservers (1 app, 2 user facing), three mid-tiers and 
one database.

So I am looking at future architectural ideas (when we move to 8.x) to put us 
in a position, whereby we can give our customers the high availability we need 
and yet install some of these products, that require restarts and other items 
that add to unavailability.

So  looking for ideas.

Thanks,

hbr

[http://ucm.coxenterprises.com/cs/groups/public/documents/www_content/mdaw/mday/~edisp/coxenterprisescolor_jpg.jpg]
Howard Richter, Remedy Administrator
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>


No virus found in this message.
Checked by AVG - www.avg.com<http://www.avg.com>
Version: 2014.0.4765 / Virus Database: 4015/8175 - Release Date: 09/08/14
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High Availability ITSM (7.6.4 or greater)

[Richter, Howard (CEI - Atlanta)]

All,

After needing 3 long duration outages to install the pieces needed for a BMC 
add on product (which will remain nameless), I wanted to see if there was some 
method for a High Availability ITSM (7.6.4 or greater) system.

Our current system is 3 arservers (1 app, 2 user facing), three mid-tiers and 
one database.

So I am looking at future architectural ideas (when we move to 8.x) to put us 
in a position, whereby we can give our customers the high availability we need 
and yet install some of these products, that require restarts and other items 
that add to unavailability.

So  looking for ideas.

Thanks,

hbr

[http://ucm.coxenterprises.com/cs/groups/public/documents/www_content/mdaw/mday/~edisp/coxenterprisescolor_jpg.jpg]
Howard Richter, Remedy Administrator
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>


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Re: AR System /ITSM 7.6.4 Memory

[Patil, Vivek]

Where are you exactly seeing the latency ?

Can you share a use-case ?

Thanks,
  Vivek

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Koyb P. Liabt
Sent: Friday, May 02, 2014 10:39 PM
To: arslist@ARSLIST.ORG
Subject: AR System /ITSM 7.6.4 Memory

**
Hi,

We have been experiencing latency and other errors on our Remedy Production 
Server.
Total memory = 24 G
Cache memory = 4 G
Buffer =  6 G
Swap = 8 G
Free memory = 150 mb.

Our Lead, who has some Linux, and no Remedy Development - told us to ignore the 
150 mb, because with Linux, as long as the server has the 5G of cache, then 
Remedy will use the cache so he sees no reason for concern.  It appears as if 
Remedy is not using the cache though based on the performance.  Our Lead stated 
-  unless there is an error in the Remedy logs that states "memory low" - then 
we do not have a memory issue. Over the last few days, the free memory went 
from 1 Go to 150 mb free.  However I was told that this is how Linux works, and 
there really is no problem at all. Also, this is a  Remedy system where the 
tables are very large, and increasing by the day, and there is no archiving. We 
are in a server group.

How do we know for sure if there is a memory issue  (i.e. leaking memory, wrong 
sizing etc)? or if Remedy is using this cached memory?


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AR System /ITSM 7.6.4 Memory

[Koyb P. Liabt]

Hi,
 
We have been experiencing latency and other errors on our Remedy  
Production Server. 
Total memory = 24 G
Cache memory = 4 G
Buffer =  6 G
Swap = 8 G
Free memory = 150 mb.
 
Our Lead, who has some Linux, and no Remedy Development - told us to ignore 
 the 150 mb, because with Linux, as long as the server has the 5G of cache, 
then  Remedy will use the cache so he sees no reason for concern.  It 
appears as  if Remedy is not using the cache though based on the performance.  
Our  Lead stated -  unless there is an error in the Remedy logs that states  
"memory low" - then we do not have a memory issue. Over the last few days,  
the free memory went from 1 Go to 150 mb free.  However I was told  that this 
is how Linux works, and there really is no problem at all. Also,  this is a 
 Remedy system where the tables are very large, and increasing by  the day, 
and there is no archiving. We are in a server group.
 
How do we know for sure if there is a memory issue  (i.e. leaking  memory, 
wrong sizing etc)? or if Remedy is using this cached memory?
 

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Re: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?

[Richter, Howard (CEI - Atlanta)]

All,

I think that the field I was looking for is called "UpTimeChar" on the incident 
is closed. I think that this will only show the total time the incident was 
worked, minus pending, holiday schedule and non-working hours. However, that I 
need to verify.

With that said have a great weekend,

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Friday, January 17, 2014 10:39 AM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?

**
Howard:

I can tell you that we measure MTTR using the Business Hours Duration field 
from the Assignment Log form.  But I can't tell you whether that value gets 
calculated excluding the time spent in Pending status or not.  And you have to 
be a little careful with it, at least if you build your reports in Analytics.  
If you bring in any element with a many-to-one relationship to the ticket (such 
as Work Info or both resolution and response targets from SLM), it can end up 
incorrectly doubling the value for MTTR in your report.

Dunno if that helps you or not...

Most of the data in the SLM portion of the incident ticket comes from 
SLM:Measurement.  If what you are looking for exists specifically within SLM, 
it's probably in there somewhere.


Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov<mailto: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 Richter, Howard (CEI - Atlanta)
Sent: Thursday, January 16, 2014 7:14 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?

**
Hello all,

I am looking for a way to report MTTR of incidents with excluding the time for 
which it was in PENDING status.

I think that that data is held some place on an SLA form/field, however, I 
cannot find it.

This is because when you open the SLM Status details (from a closed incident) 
one of the fields displayed on the "Related Service Targets" from now says 
Completed Time (in this case just 21 minutes). However, on a open incident 
(that is in progress) it shows Time Until Due (in this case 165 hr and 49 min)

So I am asking:

One am I correct and this would give me the correct MTTR without time in 
pending?
Two anyone have an idea where this form/field is?

As always thanks,

Howard




[Description: Description: Description: Cox Enterprises, 
Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
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<><><><>

Re: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?

[Stroud, Natalie K]

Howard:

I can tell you that we measure MTTR using the Business Hours Duration field 
from the Assignment Log form.  But I can't tell you whether that value gets 
calculated excluding the time spent in Pending status or not.  And you have to 
be a little careful with it, at least if you build your reports in Analytics.  
If you bring in any element with a many-to-one relationship to the ticket (such 
as Work Info or both resolution and response targets from SLM), it can end up 
incorrectly doubling the value for MTTR in your report.

Dunno if that helps you or not...

Most of the data in the SLM portion of the incident ticket comes from 
SLM:Measurement.  If what you are looking for exists specifically within SLM, 
it's probably in there somewhere.


Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov<mailto: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 Richter, Howard (CEI - Atlanta)
Sent: Thursday, January 16, 2014 7:14 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] Reporting MTTR in ITSM 7.6.4 from SRM?

**
Hello all,

I am looking for a way to report MTTR of incidents with excluding the time for 
which it was in PENDING status.

I think that that data is held some place on an SLA form/field, however, I 
cannot find it.

This is because when you open the SLM Status details (from a closed incident) 
one of the fields displayed on the "Related Service Targets" from now says 
Completed Time (in this case just 21 minutes). However, on a open incident 
(that is in progress) it shows Time Until Due (in this case 165 hr and 49 min)

So I am asking:

One am I correct and this would give me the correct MTTR without time in 
pending?
Two anyone have an idea where this form/field is?

As always thanks,

Howard




[Description: Description: Description: Cox Enterprises, 
Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
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<><><><>

Reporting MTTR in ITSM 7.6.4 from SRM?

[Richter, Howard (CEI - Atlanta)]

Hello all,

I am looking for a way to report MTTR of incidents with excluding the time for 
which it was in PENDING status.

I think that that data is held some place on an SLA form/field, however, I 
cannot find it.

This is because when you open the SLM Status details (from a closed incident) 
one of the fields displayed on the "Related Service Targets" from now says 
Completed Time (in this case just 21 minutes). However, on a open incident 
(that is in progress) it shows Time Until Due (in this case 165 hr and 49 min)

So I am asking:

One am I correct and this would give me the correct MTTR without time in 
pending?
Two anyone have an idea where this form/field is?

As always thanks,

Howard




[Description: Description: Description: Cox Enterprises, 
Inc]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
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View your badges: 
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<><><><>

Re: ITSM 7.6.4 Defect with Double Quotes

[Pierson, Shawn]

I would have hoped it would have been a part of an ARS service pack since it's 
a potential security risk overall, but I'm on 8.1 Patch 2 on the system where 
this happened so it makes sense that it was addressed as a part of an ITSM 
service pack.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mitcham, Ross
Sent: Thursday, January 16, 2014 1:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 Defect with Double Quotes

**
This was addressed in a service pack I believe (to encode and decode " and ; 
from certain data )

Regards,

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, January 16, 2014 1:54 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.4 Defect with Double Quotes

**
Good afternoon,

I thought I'd run this past you all.  With BMC moving toward using a lot more 
run process types of workflow, I've noticed several things failing and I wanted 
to see if anyone has identified a good fix other than us customers doing a full 
code review of ITSM and building error handling code into their stuff.

For example, my user has an Incident with a summary of something like:

This is a "test" where I am testing.

When the user goes to create a related Change Request from that Incident, it 
errors out when trying to save the Change Request.  It appears to start from 
the beginning in the active link INT:CHGHPD:INC:CreateAssociation_Change_003 
where it sets a field to do a PERFORM-ACTION-SEND-EVENT action, then sends the 
contents of that field (including quotation marks which are not escaped out) to 
actually run.  The result is that my user gets a Change Request screen open, 
but it doesn't set all of the fields that would be set if there weren't double 
quotes, and he is unable to save the CRQ because it is missing the Incident 
Number and generates an error trying to create the Change Association record.

I'm going to test this same thing in 8.1 to see if anything has been done about 
it there, but it seems like a potential security risk in addition to just 
causing users trouble.  I wonder if I can execute batch files from there?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed 
here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access 
hyperlink, please e-mail sender.
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Re: ITSM 7.6.4 Defect with Double Quotes

[Mitcham, Ross]

This was addressed in a service pack I believe (to encode and decode " and ; 
from certain data )

Regards,

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Thursday, January 16, 2014 1:54 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 Defect with Double Quotes

**
Good afternoon,

I thought I'd run this past you all.  With BMC moving toward using a lot more 
run process types of workflow, I've noticed several things failing and I wanted 
to see if anyone has identified a good fix other than us customers doing a full 
code review of ITSM and building error handling code into their stuff.

For example, my user has an Incident with a summary of something like:

This is a "test" where I am testing.

When the user goes to create a related Change Request from that Incident, it 
errors out when trying to save the Change Request.  It appears to start from 
the beginning in the active link INT:CHGHPD:INC:CreateAssociation_Change_003 
where it sets a field to do a PERFORM-ACTION-SEND-EVENT action, then sends the 
contents of that field (including quotation marks which are not escaped out) to 
actually run.  The result is that my user gets a Change Request screen open, 
but it doesn't set all of the fields that would be set if there weren't double 
quotes, and he is unable to save the CRQ because it is missing the Incident 
Number and generates an error trying to create the Change Association record.

I'm going to test this same thing in 8.1 to see if anything has been done about 
it there, but it seems like a potential security risk in addition to just 
causing users trouble.  I wonder if I can execute batch files from there?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed 
here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access 
hyperlink, please e-mail sender.
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Re: [EXTERNAL] ITSM 7.6.4 Defect with Double Quotes

[Stroud, Natalie K]

Shawn:

We reported this defect as well with our 7.6.04 installation, and it seems to 
happen with ANY kind of related ticket you create via Create Related Request 
under Quick Links.  There was also a problem with a single quote in the Summary 
or Notes field also truncating everything past the first single-quote when we 
went to create a related ticket, but in that case, we could at least create the 
related tickets!

There was a partial fix that came out for this that fixed the single-quote 
issue, but the double-quote problem was still there.  We reported that back to 
BMC and as far as I know, they were supposed to eventually fix the double-quote 
problem.  I'm not sure offhand whether the hotfix that Marika reported was the 
fix for the single-quote problem or the actual fix for the double-quote 
problem.  This was like 2 years ago, so my memory's a bit foggy on the details!

We have a Sandbox environment for 8.1, and the problem seems to be fixed there, 
though that's been patched and our overlays applied.  I'd test a virgin install 
of 8.x to be sure.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Reporting Specialist
Albuquerque, NM USA
nkst...@sandia.gov<mailto: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 Pierson, Shawn
Sent: Thursday, January 16, 2014 11:54 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM 7.6.4 Defect with Double Quotes

**
Good afternoon,

I thought I'd run this past you all.  With BMC moving toward using a lot more 
run process types of workflow, I've noticed several things failing and I wanted 
to see if anyone has identified a good fix other than us customers doing a full 
code review of ITSM and building error handling code into their stuff.

For example, my user has an Incident with a summary of something like:

This is a "test" where I am testing.

When the user goes to create a related Change Request from that Incident, it 
errors out when trying to save the Change Request.  It appears to start from 
the beginning in the active link INT:CHGHPD:INC:CreateAssociation_Change_003 
where it sets a field to do a PERFORM-ACTION-SEND-EVENT action, then sends the 
contents of that field (including quotation marks which are not escaped out) to 
actually run.  The result is that my user gets a Change Request screen open, 
but it doesn't set all of the fields that would be set if there weren't double 
quotes, and he is unable to save the CRQ because it is missing the Incident 
Number and generates an error trying to create the Change Association record.

I'm going to test this same thing in 8.1 to see if anything has been done about 
it there, but it seems like a potential security risk in addition to just 
causing users trouble.  I wonder if I can execute batch files from there?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed 
here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access 
hyperlink, please e-mail sender.
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Re: ITSM 7.6.4 Defect with Double Quotes

[Pierson, Shawn]

Thanks.  I'll check out the hotfix.  As an update, I just tested on 8.1 and the 
system ignored the double quotes there.  I didn't turn on logging yet so I 
don't know if they are using a run process or not.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Marika René
Sent: Thursday, January 16, 2014 1:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 Defect with Double Quotes

**
Hi

We experienced the same thing. The problem has been identified as defect 
SW00424436 and BMC has provided a hotfix for this. This hotfix includes a 
updated to several Active Links,

Regards
Marika René


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: den 16 januari 2014 19:54
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.4 Defect with Double Quotes

**
Good afternoon,

I thought I'd run this past you all.  With BMC moving toward using a lot more 
run process types of workflow, I've noticed several things failing and I wanted 
to see if anyone has identified a good fix other than us customers doing a full 
code review of ITSM and building error handling code into their stuff.

For example, my user has an Incident with a summary of something like:

This is a "test" where I am testing.

When the user goes to create a related Change Request from that Incident, it 
errors out when trying to save the Change Request.  It appears to start from 
the beginning in the active link INT:CHGHPD:INC:CreateAssociation_Change_003 
where it sets a field to do a PERFORM-ACTION-SEND-EVENT action, then sends the 
contents of that field (including quotation marks which are not escaped out) to 
actually run.  The result is that my user gets a Change Request screen open, 
but it doesn't set all of the fields that would be set if there weren't double 
quotes, and he is unable to save the CRQ because it is missing the Incident 
Number and generates an error trying to create the Change Association record.

I'm going to test this same thing in 8.1 to see if anything has been done about 
it there, but it seems like a potential security risk in addition to just 
causing users trouble.  I wonder if I can execute batch files from there?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed 
here<http://www.energytransfer.com/mail_disclaimer.aspx>. 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_

Private and confidential as detailed here: 
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link, please e-mail sender.

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Re: ITSM 7.6.4 Defect with Double Quotes

[Marika René]

Hi

We experienced the same thing. The problem has been identified as defect 
SW00424436 and BMC has provided a hotfix for this. This hotfix includes a 
updated to several Active Links,

Regards
Marika René


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: den 16 januari 2014 19:54
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 Defect with Double Quotes

**
Good afternoon,

I thought I'd run this past you all.  With BMC moving toward using a lot more 
run process types of workflow, I've noticed several things failing and I wanted 
to see if anyone has identified a good fix other than us customers doing a full 
code review of ITSM and building error handling code into their stuff.

For example, my user has an Incident with a summary of something like:

This is a "test" where I am testing.

When the user goes to create a related Change Request from that Incident, it 
errors out when trying to save the Change Request.  It appears to start from 
the beginning in the active link INT:CHGHPD:INC:CreateAssociation_Change_003 
where it sets a field to do a PERFORM-ACTION-SEND-EVENT action, then sends the 
contents of that field (including quotation marks which are not escaped out) to 
actually run.  The result is that my user gets a Change Request screen open, 
but it doesn't set all of the fields that would be set if there weren't double 
quotes, and he is unable to save the CRQ because it is missing the Incident 
Number and generates an error trying to create the Change Association record.

I'm going to test this same thing in 8.1 to see if anything has been done about 
it there, but it seems like a potential security risk in addition to just 
causing users trouble.  I wonder if I can execute batch files from there?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed 
here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access 
hyperlink, please e-mail sender.
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ITSM 7.6.4 Defect with Double Quotes

[Pierson, Shawn]

Good afternoon,

I thought I'd run this past you all.  With BMC moving toward using a lot more 
run process types of workflow, I've noticed several things failing and I wanted 
to see if anyone has identified a good fix other than us customers doing a full 
code review of ITSM and building error handling code into their stuff.

For example, my user has an Incident with a summary of something like:

This is a "test" where I am testing.

When the user goes to create a related Change Request from that Incident, it 
errors out when trying to save the Change Request.  It appears to start from 
the beginning in the active link INT:CHGHPD:INC:CreateAssociation_Change_003 
where it sets a field to do a PERFORM-ACTION-SEND-EVENT action, then sends the 
contents of that field (including quotation marks which are not escaped out) to 
actually run.  The result is that my user gets a Change Request screen open, 
but it doesn't set all of the fields that would be set if there weren't double 
quotes, and he is unable to save the CRQ because it is missing the Incident 
Number and generates an error trying to create the Change Association record.

I'm going to test this same thing in 8.1 to see if anything has been done about 
it there, but it seems like a potential security risk in addition to just 
causing users trouble.  I wonder if I can execute batch files from there?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: PNET upgrade from 8.5 to 9.0 and ITSM 7.6.4 (any experience)?

[Richter, Howard (CEI - Atlanta)]

Jason,

Thanks we are also having issue getting any info on what is touched.

Howard

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Thursday, October 24, 2013 12:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: [arslist] PNET upgrade from 8.5 to 9.0 and ITSM 7.6.4 (any 
experience)?

**
I have not been involved in this upgrade however we did a POC of 9.0.  We 
already had PNET 8.3 that wasn't liked and was not integrated with Remedy.  For 
the POC a new 9.0 BPPM system (I think it was actually BPPM which included 
PNET) was built and we integrated it into a test instance of our pre-production 
ITSM 7.6.04 system.  BMC was able to provide very little documentation/details 
regarding what was needed on the Remedy side or what would be touched by 
running the IBRSD installer.  Here is a quote when I asked for documentation 
regarding the CMDB extensions:

"For detailed information on what the CMDB extensions actually do, the 
suggestion I got was to  check the def files that are used by the CMDB 
extensions installation. The def files shows in detail what is happening"
I called BS on that answer but since it was test I just ran it because I would 
have been the hold up on the POC at that point.

Jason

On Thu, Oct 24, 2013 at 7:46 AM, Richter, Howard (CEI - Atlanta) 
mailto:howard.rich...@coxinc.com>> wrote:
**
All,

I hope your Thursday is going well.

We are working with BMC on upgrading PNET from 8.5 to 9.0 and currently have 
the PNET (8.5) two way integrated with our 7.6.4 system.

During this process, we were first told that no change was needed on the Remedy 
side of things and now we are told that the plugins as well as some extensions 
(not sure of what these extensions are.)

So my question is has anyone had any experience with this upgrade?

[Description: Description: Description: Cox Enterprises, 
Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: Description: 
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 Description: 
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View your badges: 
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<><><><>

Re: PNET upgrade from 8.5 to 9.0 and ITSM 7.6.4 (any experience)?

[Jason Miller]

I have not been involved in this upgrade however we did a POC of 9.0.  We
already had PNET 8.3 that wasn't liked and was not integrated with Remedy.
For the POC a new 9.0 BPPM system (I think it was actually BPPM which
included PNET) was built and we integrated it into a test instance of our
pre-production ITSM 7.6.04 system.  BMC was able to provide very little
documentation/details regarding what was needed on the Remedy side or what
would be touched by running the IBRSD installer.  Here is a quote when I
asked for documentation regarding the CMDB extensions:

"For detailed information on what the CMDB extensions actually do, the
suggestion I got was to  check the def files that are used by the
CMDBextensions installation. The def files shows in detail what is
happening"

I called BS on that answer but since it was test I just ran it because I
would have been the hold up on the POC at that point.

Jason


On Thu, Oct 24, 2013 at 7:46 AM, Richter, Howard (CEI - Atlanta) <
howard.rich...@coxinc.com> wrote:

> **
>
> All,
>
> ** **
>
> I hope your Thursday is going well.
>
> ** **
>
> We are working with BMC on upgrading PNET from 8.5 to 9.0 and currently
> have the PNET (8.5) two way integrated with our 7.6.4 system.
>
> ** **
>
> During this process, we were first told that no change was needed on the
> Remedy side of things and now we are told that the plugins as well as some
> extensions (not sure of what these extensions are.)
>
> ** **
>
> So my question is has anyone had any experience with this upgrade?
>
> ** **
>
> [image: Description: Description: Description: Cox Enterprises, 
> Inc]
> 
>
> Howard Richter, Remedy Administrator
>
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
>
> Email = howard.rich...@coxinc.com
>
> Office = 678.645.4633, Cell = 404.226.2745
>
> *Cox Innovation Agent (CIA)*
>
> [image: Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]
> 
>
> Submit your idea today for a chance to earn a badge and be entered into a
> monthly drawing for a $10 gift card.
> *Submit your idea:* 
> http://innovation.coxenterprises.com/*ideas*
> * *
> *View your badges:* http://innovation.coxenterprises.com/ideas/SitePages/*
> yourbadges.aspx*
> 
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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<><><><>

PNET upgrade from 8.5 to 9.0 and ITSM 7.6.4 (any experience)?

[Richter, Howard (CEI - Atlanta)]

All,

I hope your Thursday is going well.

We are working with BMC on upgrading PNET from 8.5 to 9.0 and currently have 
the PNET (8.5) two way integrated with our 7.6.4 system.

During this process, we were first told that no change was needed on the Remedy 
side of things and now we are told that the plugins as well as some extensions 
(not sure of what these extensions are.)

So my question is has anyone had any experience with this upgrade?

[Description: Description: Description: Cox Enterprises, 
Inc]
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: Description: 
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Re: Fonemine's MobileForce and ITSM 7.6.4?

[Joe D'Souza]

Howard,

 

I have not worked directly with Fonemine's MobileForce, but I am pretty sure
you would require an orchestration engine between the two - one of the main
reasons being Remedy's incapability of handling arrays, which most
orchestration engines have no problem with.

 

With a mobility solution especially in a communications environment, you are
talking about both sending and receiving arrays, when creating appointment
requests or requesting available appointment slots etc. 



So even though you'll have already settled on what that end solution is
going to be, you'll may strongly need to consider the need for an
orchestration engine such as the Atrium Orchestrator or Microsoft BizTalk to
stand between the two solutions. At least evaluate the need for one if not
commit a purchase, by testing your POC with and without one. I shouldn't be
surprised if you face lots of difficulties without one.

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Tuesday, October 08, 2013 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Fonemine's MobileForce and ITSM 7.6.4?

 

Joe,

 

Thanks. This choice was made without contacting me (or anyone that knows of
Remedy/ITSM). My guess it that the product solves some other needs and
someone from their sales department said sure we can interface with Remedy.

 

Our goal was for next year to look at the top vendors and then do a poc.

 

This will be interesting,

 

Howard 

Sent from one of Howard's iPads


On Oct 7, 2013, at 1:47 PM, Joe D'Souza  wrote:

** 

Howard,

 

I have not worked with Fonemine's MobileForce specifically but I worked with
what could be a competing product for field force mobility, called ETAdirect
from TOA Tech. TOA Tech's ETAdirect like Fonemine's MobileForce is also a
cloud based solution, so not on premise, and needs the use of Web Services
to communicate date back and forth. We had to include the use of an
orchestration product, where the customer I worked for used Microsoft's
BizTalk to orchestrate date between ETAdirect and various other apps onsite
which included Remedy.

 

There is a chance that you might have to use a similar mechanism (use of an
orchestration product) to interact with Fonemine's MobileForce given that
Remedy's ability to consume certain types of constructs in some web services
could be limiting. The orchestration product could talk to Fonemine's
MobileForce, and convey that information to Remedy and vice versa. As a
result, some operations may not be real time, but could be made to look like
almost real time by keeping the polling window really thin, where BizTalk
processes a queue when an instant asynchronous communication is not
possible.

 

Have you'll already established that Fonemine's MobileForce, is the way to
go to provide a solution to field force mobility? Or is it something that is
being considered alongside with other solutions? Their engineers should be
able to tell you if they were used in a similar environment. If you'll are
still open on what vendor product you'll wish to use for field force
mobility and would like to talk to representatives from ETAdirect, I will be
more than happy to introduce you to them.

 

Hope this information helps..

 

Cheers

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, October 07, 2013 1:09 PM
To: arslist@ARSLIST.ORG
Subject: Fonemine's MobileForce and ITSM 7.6.4?

 

All,

 

I was just brought into a project where we are looking to use Fonemine's
MobileForce with ITSM 7.6.4 and create a service request app.

 

Since there is not a lot of info on the Fonemine's MobileForce website.

 

So I need to ask has anyone had any dealings with Fonemine's MobileForce and
ITSM 7.6.4 or even Remedy?

 

Howard

 

 

 

 <http://www.coxenterprises.com/> 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)


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Re: Fonemine's MobileForce and ITSM 7.6.4?

[Richter, Howard (CEI - Atlanta)]

Joe,

Thanks. This choice was made without contacting me (or anyone that knows of 
Remedy/ITSM). My guess it that the product solves some other needs and someone 
from their sales department said sure we can interface with Remedy.

Our goal was for next year to look at the top vendors and then do a poc.

This will be interesting,

Howard

Sent from one of Howard's iPads

On Oct 7, 2013, at 1:47 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:

**

Howard,



I have not worked with Fonemine’s MobileForce specifically but I worked with 
what could be a competing product for field force mobility, called ETAdirect 
from TOA Tech. TOA Tech’s ETAdirect like Fonemine’s MobileForce is also a cloud 
based solution, so not on premise, and needs the use of Web Services to 
communicate date back and forth. We had to include the use of an orchestration 
product, where the customer I worked for used Microsoft’s BizTalk to 
orchestrate date between ETAdirect and various other apps onsite which included 
Remedy.



There is a chance that you might have to use a similar mechanism (use of an 
orchestration product) to interact with Fonemine’s MobileForce given that 
Remedy’s ability to consume certain types of constructs in some web services 
could be limiting. The orchestration product could talk to Fonemine’s 
MobileForce, and convey that information to Remedy and vice versa. As a result, 
some operations may not be real time, but could be made to look like almost 
real time by keeping the polling window really thin, where BizTalk processes a 
queue when an instant asynchronous communication is not possible.



Have you’ll already established that Fonemine’s MobileForce, is the way to go 
to provide a solution to field force mobility? Or is it something that is being 
considered alongside with other solutions? Their engineers should be able to 
tell you if they were used in a similar environment. If you’ll are still open 
on what vendor product you’ll wish to use for field force mobility and would 
like to talk to representatives from ETAdirect, I will be more than happy to 
introduce you to them.



Hope this information helps..



Cheers



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, October 07, 2013 1:09 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Fonemine’s MobileForce and ITSM 7.6.4?

All,

I was just brought into a project where we are looking to use Fonemine’s 
MobileForce with ITSM 7.6.4 and create a service request app.

Since there is not a lot of info on the Fonemine’s MobileForce website.

So I need to ask has anyone had any dealings with Fonemine’s MobileForce and 
ITSM 7.6.4 or even Remedy?

Howard



<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
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Re: Fonemine's MobileForce and ITSM 7.6.4?

[Joe D'Souza]

Howard,

 

I have not worked with Fonemine's MobileForce specifically but I worked with
what could be a competing product for field force mobility, called ETAdirect
from TOA Tech. TOA Tech's ETAdirect like Fonemine's MobileForce is also a
cloud based solution, so not on premise, and needs the use of Web Services
to communicate date back and forth. We had to include the use of an
orchestration product, where the customer I worked for used Microsoft's
BizTalk to orchestrate date between ETAdirect and various other apps onsite
which included Remedy.

 

There is a chance that you might have to use a similar mechanism (use of an
orchestration product) to interact with Fonemine's MobileForce given that
Remedy's ability to consume certain types of constructs in some web services
could be limiting. The orchestration product could talk to Fonemine's
MobileForce, and convey that information to Remedy and vice versa. As a
result, some operations may not be real time, but could be made to look like
almost real time by keeping the polling window really thin, where BizTalk
processes a queue when an instant asynchronous communication is not
possible.

 

Have you'll already established that Fonemine's MobileForce, is the way to
go to provide a solution to field force mobility? Or is it something that is
being considered alongside with other solutions? Their engineers should be
able to tell you if they were used in a similar environment. If you'll are
still open on what vendor product you'll wish to use for field force
mobility and would like to talk to representatives from ETAdirect, I will be
more than happy to introduce you to them.

 

Hope this information helps..

 

Cheers

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Monday, October 07, 2013 1:09 PM
To: arslist@ARSLIST.ORG
Subject: Fonemine's MobileForce and ITSM 7.6.4?

 

All,

 

I was just brought into a project where we are looking to use Fonemine's
MobileForce with ITSM 7.6.4 and create a service request app.

 

Since there is not a lot of info on the Fonemine's MobileForce website.

 

So I need to ask has anyone had any dealings with Fonemine's MobileForce and
ITSM 7.6.4 or even Remedy?

 

Howard

 

 

 

 <http://www.coxenterprises.com/> Description: Description: Description: Cox
Enterprises, Inc

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)

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Submit your idea: http://innovation.coxenterprises.com/
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View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

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Fonemine’s MobileForce and ITSM 7.6.4?

[Richter, Howard (CEI - Atlanta)]

All,

I was just brought into a project where we are looking to use Fonemine’s 
MobileForce with ITSM 7.6.4 and create a service request app.

Since there is not a lot of info on the Fonemine’s MobileForce website.

So I need to ask has anyone had any dealings with Fonemine’s MobileForce and 
ITSM 7.6.4 or even Remedy?

Howard



[Description: Description: Description: Cox Enterprises, 
Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: Description: 
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 Description: 
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Service Pack 5 for Remedy ITSM 7.6.4

[Gritz,Melissa Dampier]

Hi Everyone,

Has anyone successfully installed service pack 5 to 7.6.4?

If so did it really improve memory leaks via tomcat, FTS consistency, arplugin 
issues with Authentication Fail errors?

Did it break anything else?

Any input regarding experience with SP5 would be extremely useful.

Thanks!!

Best Regards,

Melissa Gritz


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SOLVED: ITSM 7.6.4 to 8.1 upgrade with overlays storing data

[Pierson, Shawn]

You're awesome.  That worked exactly as needed.

Also, I'm being pretty happy with 8.1 so far in general now that I'm getting it 
working correctly.  Sometimes it seems like BMC introduces beta software as the 
first release but I just completed upgrading my development system (with a copy 
of the production database) relatively issue free minus a few mistakes I made.  
The only feature I want to get working that I haven't yet is the chat system.  
Of course, that will be a project on its own since I'd like to try to get it up 
and running and integrated with Office Communicator.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Longwing, Lj
Sent: Tuesday, August 13, 2013 9:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 to 8.1 upgrade with overlays storing data

**
Shawn,
This gets REALLY complex, really fast...but I'll try to explain as best as I 
can.

Creating a Form overlay does not immediately mean that you loose the visibility 
on the base items.so, if the only changes you have are 5 custom 
fields..this is REALLY easy.

Upgrade your server to 8.1 Server, go into the Change form.  Go to the 
'Definitions' tab, and mark everything 'No Overlay', then go to the Best 
Practice View, outline tab, switch to the 'list' instead of the 'tree' view, 
and scroll all the way to the right.  Sort by the 'View Customization' column, 
and take highlight anything that says 'True' and right click and say 'remove 
from view overlay'and delete any overlays on fields that you don't need 
overlay on

What this does, is tells Remedy that yes, there is a Form overlay, and a View 
overlay, but none of the fields (except your custom fields) are modifying the 
display properties of the view...this gives you the base attributes of all of 
the fields, and the only thing that is being overlaid is your 5 custom fields.

On Tue, Aug 13, 2013 at 8:29 AM, Pierson, Shawn 
mailto:shawn.pier...@energytransfer.com>> 
wrote:
**
Good  morning,

I am in the process of upgrading my ITSM 7.6.4 system to 8.1, and I read BMC's 
documentation on dealing with overlays but there is something that I'm not 
clear on and wanted to come to the list for assistance.

I have added five fields to CHG:Infrastructure Change.  Three store data and 
two are trim.  It's easy enough to recreate all the fields, except I assume 
that by dropping the overlay, there's no way to retain the data in those 
fields.  So my options appear to be:


1)   Manually and painstakingly update my overlay to look exactly like the 
OOtB CHG:Infrastructure Change form, but keeping my custom fields and data 
intact.

2)  Copy all the data in those fields (along with the Infrastructure Change 
Number) to a temporary table, delete the overlay, quickly add back my custom 
fields on a new overlay, and copy the data back.

Is there a better option than these two that I'm missing?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer
Private and confidential as detailed 
here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access 
hyperlink, please e-mail sender.
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Re: ITSM 7.6.4 to 8.1 upgrade with overlays storing data

[Jason Miller]

If you get this in the next 7 minutes you can ask BMC.

https://communities.bmc.com/community/bmcdn/bmc_it_service_support/blog/2013/08/07/upgrading-to-bmc-remedy-81-things-that-you-really-need-to-know

Hopefully they plan on covering this scenario already.

Jason

On Tue, Aug 13, 2013 at 7:29 AM, Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> **
>
> Good  morning,
>
> ** **
>
> I am in the process of upgrading my ITSM 7.6.4 system to 8.1, and I read
> BMC’s documentation on dealing with overlays but there is something that
> I’m not clear on and wanted to come to the list for assistance.
>
> ** **
>
> I have added five fields to CHG:Infrastructure Change.  Three store data
> and two are trim.  It’s easy enough to recreate all the fields, except I
> assume that by dropping the overlay, there’s no way to retain the data in
> those fields.  So my options appear to be:
>
> ** **
>
> **1)  ** Manually and painstakingly update my overlay to look exactly
> like the OOtB CHG:Infrastructure Change form, but keeping my custom fields
> and data intact.
>
> **2)  **Copy all the data in those fields (along with the
> Infrastructure Change Number) to a temporary table, delete the overlay,
> quickly add back my custom fields on a new overlay, and copy the data back.
> 
>
> ** **
>
> Is there a better option than these two that I’m missing?
>
> ** **
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>  Private and confidential as detailed 
> here<http://www.energytransfer.com/mail_disclaimer.aspx>.
> If you cannot access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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"Where the Answers Are, and have been for 20 years"

Re: ITSM 7.6.4 to 8.1 upgrade with overlays storing data

[Longwing, Lj]

Shawn,
This gets REALLY complex, really fast...but I'll try to explain as best as
I can.

Creating a Form overlay does not immediately mean that you loose the
visibility on the base items.so, if the only changes you have are 5
custom fields..this is REALLY easy.

Upgrade your server to 8.1 Server, go into the Change form.  Go to the
'Definitions' tab, and mark everything 'No Overlay', then go to the Best
Practice View, outline tab, switch to the 'list' instead of the 'tree'
view, and scroll all the way to the right.  Sort by the 'View
Customization' column, and take highlight anything that says 'True' and
right click and say 'remove from view overlay'and delete any overlays
on fields that you don't need overlay on

What this does, is tells Remedy that yes, there is a Form overlay, and a
View overlay, but none of the fields (except your custom fields) are
modifying the display properties of the view...this gives you the base
attributes of all of the fields, and the only thing that is being overlaid
is your 5 custom fields.


On Tue, Aug 13, 2013 at 8:29 AM, Pierson, Shawn <
shawn.pier...@energytransfer.com> wrote:

> **
>
> Good  morning,
>
> ** **
>
> I am in the process of upgrading my ITSM 7.6.4 system to 8.1, and I read
> BMC’s documentation on dealing with overlays but there is something that
> I’m not clear on and wanted to come to the list for assistance.
>
> ** **
>
> I have added five fields to CHG:Infrastructure Change.  Three store data
> and two are trim.  It’s easy enough to recreate all the fields, except I
> assume that by dropping the overlay, there’s no way to retain the data in
> those fields.  So my options appear to be:
>
> ** **
>
> **1)  ** Manually and painstakingly update my overlay to look exactly
> like the OOtB CHG:Infrastructure Change form, but keeping my custom fields
> and data intact.
>
> **2)  **Copy all the data in those fields (along with the
> Infrastructure Change Number) to a temporary table, delete the overlay,
> quickly add back my custom fields on a new overlay, and copy the data back.
> 
>
> ** **
>
> Is there a better option than these two that I’m missing?
>
> ** **
>
> Thanks,
>
> * *
>
> *Shawn Pierson *
>
> Remedy Developer | Energy Transfer
>  Private and confidential as detailed 
> here<http://www.energytransfer.com/mail_disclaimer.aspx>.
> If you cannot access hyperlink, please e-mail sender.
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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ITSM 7.6.4 to 8.1 upgrade with overlays storing data

[Pierson, Shawn]

Good  morning,

I am in the process of upgrading my ITSM 7.6.4 system to 8.1, and I read BMC's 
documentation on dealing with overlays but there is something that I'm not 
clear on and wanted to come to the list for assistance.

I have added five fields to CHG:Infrastructure Change.  Three store data and 
two are trim.  It's easy enough to recreate all the fields, except I assume 
that by dropping the overlay, there's no way to retain the data in those 
fields.  So my options appear to be:


1)   Manually and painstakingly update my overlay to look exactly like the 
OOtB CHG:Infrastructure Change form, but keeping my custom fields and data 
intact.

2)  Copy all the data in those fields (along with the Infrastructure Change 
Number) to a temporary table, delete the overlay, quickly add back my custom 
fields on a new overlay, and copy the data back.

Is there a better option than these two that I'm missing?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Informatica. Version 9.1.0 integration with BMC ITSM 7.6.4

[Richter, Howard (CEI - Atlanta)]

Happy Monday to all,

I am looking for any documentation on how Hyperion could pull data (i.e. 
integrate with BMC ITSM 7.6.4). Before we moved from 7.6.1 to 7.6.4 
Informatica.  Version 9.1.0 was able to pull data from the Remedy database with 
no issues. However, since moving to 7.6.4 the Hyperion jobs have at times been 
getting this error "STATUS = 3 and LAST_ERROR_CODE = 4036.  Where 3 = "Failed" 
and 4036 = "Failed to connect to (Remedy) database".

>From the Remedy side of things and other systems that use the Remedy data, 
>they have seen no issues. Just Informatica.

So I have to ask if anyone has any ideas?

Thanks,

Howard

[Description: Description: Description: Cox Enterprises, 
Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[Description: Description: 
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<><><><>

Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Howard's Gmail]

All,

For some reason, I needed to do a restart of the Arserver after, but the reload 
did not fix what i was looking at (nor did it cause any issues)


Thanks for all of the advice and have a great week,

Hb
Sent from one of Howard's iPads

On May 27, 2013, at 5:24 AM, Misi Mladoniczky  wrote:

> Hi,
> 
> My last problem with it was that it corrupted the group-inheritance column of
> the group_cache. It simply cleared it out. But this has presumably been fixed
> in version 8.
> 
> But nobody uses group-inheritance in 7.6.04 anyway, right!?
> 
> Just flip through your groups to check if the 'Parent Group' field is empty.
> 
> If my recollection is correct, this is a dispaly-only-field, and the actual
> field is a hidden field...
> 
>Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)
> 
> Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> Find these products, and many free tools and utilities, at http://rrr.se.
> 
>> Hi,
>> 
>> I use quite often the following statement: arreload -u User -g Group -a
>> "Admin_User" -p "" -f -d > log.txt (through command line)
>> 
>> We had never get errors. Good luck.
>> De: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] En nombre de Joe D'Souza
>> Enviado el: lunes, 27 de mayo de 2013 9:16
>> Para: arslist@ARSLIST.ORG
>> Asunto: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>> 
>> **
>> 
>> No worries. I hope you had a good weekend too.
>> 
>> 
>> 
>> Joe
>> 
>> 
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
>> Sent: Sunday, May 26, 2013 6:06 PM
>> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
>> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>> 
>> Joe,
>> 
>> Thanks again and have a great weekend.
>> 
>> hbr
>> 
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
>> Sent: Sunday, May 26, 2013 2:20 PM
>> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
>> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>> 
>> **
>> 
>> Offhand I do not recall, but arreload if I am correct, has online kind of 
>> help
>> if you type arreload /? in the command line.
>> 
>> 
>> 
>> Joe
>> 
>> 
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
>> Sent: Saturday, May 25, 2013 9:27 PM
>> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
>> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>> 
>> Joe
>> 
>> Thanks and What options should I use?
>> 
>> Sent from one of Howard's iPads
>> 
>> On May 25, 2013, at 8:37 PM, Joe D'Souza
>> mailto:jdso...@shyle.net>> wrote:
>> **
>> 
>> There should not be a problem using it. Did you try it in a development
>> environment?
>> 
>> 
>> 
>> Personally I haven't used it a lot as I was able to resolve most of my user
>> cache problems by altering stuff in the DB directly (which is not recommended
>> way of doing it) because I felt it was easier and I had more control of
>> whatever the issue was if I knew exactly what was wrong.
>> 
>> 
>> 
>> Joe
>> 
>> 
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
>> Sent: Saturday, May 25, 2013 8:34 PM
>> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
>> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>> 
>> Also can an arreload be done for one user (with no password ) and how?
>> 
>> Hbr
>> 
>> Sent from my iPhone 5
>> 
>> On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)"
>> mailto:howard.rich...@coxinc.com>> wrote:
>> **
>> All,
>> 
>> As you can see working on a long weekend, no time off for the minions.
>> 
>> I am working with a vendor on a license monitoring tool and he thinks that
>> some of the bad data I am seeing is due to the user cache and he thinks that 
>> a
>> arreload might wo

Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Misi Mladoniczky]

Hi,

My last problem with it was that it corrupted the group-inheritance column of
the group_cache. It simply cleared it out. But this has presumably been fixed
in version 8.

But nobody uses group-inheritance in 7.6.04 anyway, right!?

Just flip through your groups to check if the 'Parent Group' field is empty.

If my recollection is correct, this is a dispaly-only-field, and the actual
field is a hidden field...

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

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11/12):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> Hi,
>
> I use quite often the following statement: arreload -u User -g Group -a
> "Admin_User" -p "" -f -d > log.txt (through command line)
>
> We had never get errors. Good luck.
> De: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] En nombre de Joe D'Souza
> Enviado el: lunes, 27 de mayo de 2013 9:16
> Para: arslist@ARSLIST.ORG
> Asunto: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>
> **
>
> No worries. I hope you had a good weekend too.
>
>
>
> Joe
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
> Sent: Sunday, May 26, 2013 6:06 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>
> Joe,
>
> Thanks again and have a great weekend.
>
> hbr
>
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
> Sent: Sunday, May 26, 2013 2:20 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>
> **
>
> Offhand I do not recall, but arreload if I am correct, has online kind of help
> if you type arreload /? in the command line.
>
>
>
> Joe
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
> Sent: Saturday, May 25, 2013 9:27 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>
> Joe
>
> Thanks and What options should I use?
>
> Sent from one of Howard's iPads
>
> On May 25, 2013, at 8:37 PM, Joe D'Souza
> mailto:jdso...@shyle.net>> wrote:
> **
>
> There should not be a problem using it. Did you try it in a development
> environment?
>
>
>
> Personally I haven't used it a lot as I was able to resolve most of my user
> cache problems by altering stuff in the DB directly (which is not recommended
> way of doing it) because I felt it was easier and I had more control of
> whatever the issue was if I knew exactly what was wrong.
>
>
>
> Joe
>
> 
> From: Action Request System discussion list(ARSList)
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
> Sent: Saturday, May 25, 2013 8:34 PM
> To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>
> Also can an arreload be done for one user (with no password ) and how?
>
> Hbr
>
> Sent from my iPhone 5
>
> On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)"
> mailto:howard.rich...@coxinc.com>> wrote:
> **
> All,
>
> As you can see working on a long weekend, no time off for the minions.
>
> I am working with a vendor on a license monitoring tool and he thinks that
> some of the bad data I am seeing is due to the user cache and he thinks that a
> arreload might work.
>
> However, I remember doing this in the past on 7.6.1 and causing issues with my
> users app licneses.
>
> So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm)
> system.
>
> Howard
>
> <http://www.coxenterprises.com/>
> Howard Richter, Remedy Administrator
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
> Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
> Office = 678.645.4633, Cell = 404.226.2745
> Cox Innovation Agent (CIA)
> <http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png><http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>
> Submit your idea today for a chance to earn a badge and be entered into a
> monthly drawing for a $10 gift card.
> Submit your idea: http://innova

Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Otalora Miranda Victor]

Hi,

I use quite often the following statement: arreload -u User -g Group -a 
"Admin_User" -p "" -f -d > log.txt (through command line)

We had never get errors. Good luck.
De: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] 
En nombre de Joe D'Souza
Enviado el: lunes, 27 de mayo de 2013 9:16
Para: arslist@ARSLIST.ORG
Asunto: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

**

No worries. I hope you had a good weekend too.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Sunday, May 26, 2013 6:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

Joe,

Thanks again and have a great weekend.

hbr

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, May 26, 2013 2:20 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

**

Offhand I do not recall, but arreload if I am correct, has online kind of help 
if you type arreload /? in the command line.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
Sent: Saturday, May 25, 2013 9:27 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

Joe

Thanks and What options should I use?

Sent from one of Howard's iPads

On May 25, 2013, at 8:37 PM, Joe D'Souza 
mailto:jdso...@shyle.net>> wrote:
**

There should not be a problem using it. Did you try it in a development 
environment?



Personally I haven't used it a lot as I was able to resolve most of my user 
cache problems by altering stuff in the DB directly (which is not recommended 
way of doing it) because I felt it was easier and I had more control of 
whatever the issue was if I knew exactly what was wrong.



Joe


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Saturday, May 25, 2013 8:34 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

Also can an arreload be done for one user (with no password ) and how?

Hbr

Sent from my iPhone 5

On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)" 
mailto:howard.rich...@coxinc.com>> wrote:
**
All,

As you can see working on a long weekend, no time off for the minions.

I am working with a vendor on a license monitoring tool and he thinks that some 
of the bad data I am seeing is due to the user cache and he thinks that a 
arreload might work.

However, I remember doing this in the past on 7.6.1 and causing issues with my 
users app licneses.

So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm) 
system.

Howard

<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png><http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx

_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_ _ARSlist: "Where 
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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Joe D'Souza]

No worries. I hope you had a good weekend too.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Remedy
Sent: Sunday, May 26, 2013 6:06 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Joe,

 

Thanks again and have a great weekend.

 

hbr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, May 26, 2013 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

** 

Offhand I do not recall, but arreload if I am correct, has online kind of
help if you type arreload /? in the command line.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
Sent: Saturday, May 25, 2013 9:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Joe

 

Thanks and What options should I use?

Sent from one of Howard's iPads


On May 25, 2013, at 8:37 PM, Joe D'Souza  wrote:

** 

There should not be a problem using it. Did you try it in a development
environment?

 

Personally I haven't used it a lot as I was able to resolve most of my user
cache problems by altering stuff in the DB directly (which is not
recommended way of doing it) because I felt it was easier and I had more
control of whatever the issue was if I knew exactly what was wrong.

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Saturday, May 25, 2013 8:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Also can an arreload be done for one user (with no password ) and how?

 

Hbr

Sent from my iPhone 5


On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)"
 wrote:

** 

All,

 

As you can see working on a long weekend, no time off for the minions. 

 

I am working with a vendor on a license monitoring tool and he thinks that
some of the bad data I am seeing is due to the user cache and he thinks that
a arreload might work.

 

However, I remember doing this in the past on 7.6.1 and causing issues with
my users app licneses.

 

So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm)
system.

 

Howard

 

 <http://www.coxenterprises.com/> 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)


<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>

<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>


Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

_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_

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

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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Longwing, Lj]

Howard,
arreload shouldn't have any impact on your users application license,
because it's not actually touching any of the remedy 'forms', it is instead
updating the user_cache table in the DB, and utilizing the user_x as a
source for that table, whereas your application licenses are stored in
entirely different tables.  The syntax, as Joe said is available via either
the command line or in the documentation.  If you experience any sort of
issues, please respond back and I'm sure you would be able to be helped :)


On Sat, May 25, 2013 at 6:24 PM, Richter, Howard (CEI - Atlanta) <
howard.rich...@coxinc.com> wrote:

> **
>
> All,
>
> ** **
>
> As you can see working on a long weekend, no time off for the minions. ***
> *
>
> ** **
>
> I am working with a vendor on a license monitoring tool and he thinks that
> some of the bad data I am seeing is due to the user cache and he thinks
> that a arreload might work.
>
> ** **
>
> However, I remember doing this in the past on 7.6.1 and causing issues
> with my users app licneses.
>
> ** **
>
> So any ideas, or is arreload -u User safe to use on a 7.6.4
> (arserver/itsm) system.
>
> ** **
>
> Howard
>
> ** **
>
> [image: Description: Description: Description: Cox Enterprises, 
> Inc]
> 
>
> Howard Richter, Remedy Administrator
>
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
>
> Email = howard.rich...@coxinc.com
>
> Office = 678.645.4633, Cell = 404.226.2745
>
> *Cox Innovation Agent (CIA)*
>
> [image: Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]
> 
>
> Submit your idea today for a chance to earn a badge and be entered into a
> monthly drawing for a $10 gift card.
> *Submit your idea:* 
> http://innovation.coxenterprises.com/*ideas*
> * *
> *View your badges:* http://innovation.coxenterprises.com/ideas/SitePages/*
> yourbadges.aspx*
> 
>
> ** **
>  _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Remedy]

Joe,

 

Thanks again and have a great weekend.

 

hbr

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Joe D'Souza
Sent: Sunday, May 26, 2013 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

** 

Offhand I do not recall, but arreload if I am correct, has online kind of
help if you type arreload /? in the command line.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
Sent: Saturday, May 25, 2013 9:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Joe

 

Thanks and What options should I use?

Sent from one of Howard's iPads


On May 25, 2013, at 8:37 PM, Joe D'Souza  wrote:

** 

There should not be a problem using it. Did you try it in a development
environment?

 

Personally I haven't used it a lot as I was able to resolve most of my user
cache problems by altering stuff in the DB directly (which is not
recommended way of doing it) because I felt it was easier and I had more
control of whatever the issue was if I knew exactly what was wrong.

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Saturday, May 25, 2013 8:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Also can an arreload be done for one user (with no password ) and how?

 

Hbr

Sent from my iPhone 5


On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)"
 wrote:

** 

All,

 

As you can see working on a long weekend, no time off for the minions. 

 

I am working with a vendor on a license monitoring tool and he thinks that
some of the bad data I am seeing is due to the user cache and he thinks that
a arreload might work.

 

However, I remember doing this in the past on 7.6.1 and causing issues with
my users app licneses.

 

So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm)
system.

 

Howard

 

 <http://www.coxenterprises.com/> 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)


<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>

<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>


Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

_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_

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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Joe D'Souza]

Offhand I do not recall, but arreload if I am correct, has online kind of
help if you type arreload /? in the command line.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard's Gmail
Sent: Saturday, May 25, 2013 9:27 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Joe

 

Thanks and What options should I use?

Sent from one of Howard's iPads


On May 25, 2013, at 8:37 PM, Joe D'Souza  wrote:

** 

There should not be a problem using it. Did you try it in a development
environment?

 

Personally I haven't used it a lot as I was able to resolve most of my user
cache problems by altering stuff in the DB directly (which is not
recommended way of doing it) because I felt it was easier and I had more
control of whatever the issue was if I knew exactly what was wrong.

 

Joe

 


  _  


From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Saturday, May 25, 2013 8:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Also can an arreload be done for one user (with no password ) and how?

 

Hbr

Sent from my iPhone 5


On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)"
 wrote:

** 

All,

 

As you can see working on a long weekend, no time off for the minions. 

 

I am working with a vendor on a license monitoring tool and he thinks that
some of the bad data I am seeing is due to the user cache and he thinks that
a arreload might work.

 

However, I remember doing this in the past on 7.6.1 and causing issues with
my users app licneses.

 

So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm)
system.

 

Howard

 

 <http://www.coxenterprises.com/> 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)


<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>

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Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

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

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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Howard's Gmail]

Joe

Thanks and What options should I use?

Sent from one of Howard's iPads

On May 25, 2013, at 8:37 PM, Joe D'Souza  wrote:

> **
> There should not be a problem using it. Did you try it in a development 
> environment?
>  
> Personally I haven’t used it a lot as I was able to resolve most of my user 
> cache problems by altering stuff in the DB directly (which is not recommended 
> way of doing it) because I felt it was easier and I had more control of 
> whatever the issue was if I knew exactly what was wrong.
>  
> Joe
>  
> From: Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
> Sent: Saturday, May 25, 2013 8:34 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)
>  
> Also can an arreload be done for one user (with no password ) and how?
>  
> Hbr
> 
> Sent from my iPhone 5
> 
> On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)" 
>  wrote:
> 
>> **
>> All,
>>  
>> As you can see working on a long weekend, no time off for the minions.
>>  
>> I am working with a vendor on a license monitoring tool and he thinks that 
>> some of the bad data I am seeing is due to the user cache and he thinks that 
>> a arreload might work.
>>  
>> However, I remember doing this in the past on 7.6.1 and causing issues with 
>> my users app licneses.
>>  
>> So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm) 
>> system.
>>  
>> Howard
>>  
>> 
>> Howard Richter, Remedy Administrator
>> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
>> Email = howard.rich...@coxinc.com
>> Office = 678.645.4633, Cell = 404.226.2745
>> Cox Innovation Agent (CIA)
>> 
>> Submit your idea today for a chance to earn a badge and be entered into a 
>> monthly drawing for a $10 gift card.
>> Submit your idea: http://innovation.coxenterprises.com/ideas 
>> View your badges: 
>> http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
>>  
>> _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_

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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Joe D'Souza]

There should not be a problem using it. Did you try it in a development
environment?

 

Personally I haven't used it a lot as I was able to resolve most of my user
cache problems by altering stuff in the DB directly (which is not
recommended way of doing it) because I felt it was easier and I had more
control of whatever the issue was if I knew exactly what was wrong.

 

Joe

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Saturday, May 25, 2013 8:34 PM
To: arslist@ARSLIST.ORG
Subject: Re: arreload on arserver/itsm 7.6.4 (Safe to use)

 

Also can an arreload be done for one user (with no password ) and how?

 

Hbr

Sent from my iPhone 5


On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)"
 wrote:

** 

All,

 

As you can see working on a long weekend, no time off for the minions. 

 

I am working with a vendor on a license monitoring tool and he thinks that
some of the bad data I am seeing is due to the user cache and he thinks that
a arreload might work.

 

However, I remember doing this in the past on 7.6.1 and causing issues with
my users app licneses.

 

So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm)
system.

 

Howard

 

 <http://www.coxenterprises.com/> 

Howard Richter, Remedy Administrator

6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  

Email = howard.rich...@coxinc.com

Office = 678.645.4633, Cell = 404.226.2745

Cox Innovation Agent (CIA)


<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>

<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>


Submit your idea today for a chance to earn a badge and be entered into a
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/
<http://innovation.coxenterprises.com/ideas> ideas 
View your badges: http://innovation.coxenterprises.com/ideas/SitePages/
<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
yourbadges.aspx

 

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

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Re: arreload on arserver/itsm 7.6.4 (Safe to use)

[Howard Richter]

Also can an arreload be done for one user (with no password ) and how?

Hbr

Sent from my iPhone 5

On May 25, 2013, at 8:24 PM, "Richter, Howard (CEI - Atlanta)" 
 wrote:

> **
> All,
>  
> As you can see working on a long weekend, no time off for the minions.
>  
> I am working with a vendor on a license monitoring tool and he thinks that 
> some of the bad data I am seeing is due to the user cache and he thinks that 
> a arreload might work.
>  
> However, I remember doing this in the past on 7.6.1 and causing issues with 
> my users app licneses.
>  
> So any ideas, or is arreload -u User safe to use on a 7.6.4 (arserver/itsm) 
> system.
>  
> Howard
>  
> 
> Howard Richter, Remedy Administrator
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 
> Email = howard.rich...@coxinc.com
> Office = 678.645.4633, Cell = 404.226.2745
> Cox Innovation Agent (CIA)
> 
> Submit your idea today for a chance to earn a badge and be entered into a 
> monthly drawing for a $10 gift card.
> Submit your idea: http://innovation.coxenterprises.com/ideas 
> View your badges: 
> http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx
>  
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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ITSM 7.6.4 - Adding a new Notification Event

[Logan, Kelly]

Hey all,

We are running ARS/ITSM 7.6.4 and I have gotten a request to notify the Work 
Order Assignee when someone adds Note to the associated Service Request. I 
looked through the available notification events and nothing seems to fire when 
that happens.

>From what I've seen so far, it looks like I'll need to add workflow that will 
>be triggered on the WorkInfo creation and generate an event, modify the 
>'NTE:SYS-Define NT Events' 'Notification Events' field to add the new event 
>type, and then create the entry on that form, on 'NTE:CFG-Notification Events' 
>to detail preferences (staff event) and on 'SYS:Notification Messages' to 
>detail the message text.

I'm not seeing a good location for the workflow (SRM:Request seems to only get 
'NeedsAttentionCount' updated, and the SRM and WOI WorkInfo forms don't have 
notification workflow on them to use), so it looks like I'll need to catch it 
on 'WOI:WorkInfo' (submit where AttachmentSourceFormName (304309590) = 
SRM:WorkInfo, and z1D Action (100076) = CREATE_FROM_REQUEST) and then push 
a flag to 'WOI:WorkOrder' where I can set the notification fields (z1D NT...) 
and then call the notification workflow there (filter guide 
'SRM:REQ:NotificationaGenerator_Execute').

Has anyone done this already, or looked to something similar? If so, advice and 
experience would be appreciated, particularly if there's a configuration 
solution that I'm missing! Thanks for taking the time to read through, and I'm 
looking forward to hearing from y'all soon!

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GEMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. . 2012 InformationWeek 500 Top Innovator | 2012 Detroit 
Free Press Michigan Top Workplace

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
solely for the use of the individual or entity to whom they are addressed. If 
you have received this email in error please notify the sender, and delete the 
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Re: Password reset tool that integrates with ITSM 7.6.4 or greater

[Paul Nel]

Hello,

I have an AD password reset tool that integrates with any version of ARS. Can 
be easily made to log a ticket in ITSM.

Pricing model is subscription based per AD user. Should cost around US$2 per 
user per year.

If you need more info, please email me.

Regards
Paul

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Re: Issue with Overview ITSM 7.6.4 SP 4

[vaibhav wadekar]

Solution

Documented as defect SW00439943 to be fixed in ARS 7.6.04 SP5.


You can request for hot fix by creating support ticket


Regards/Vaibhav


On Tuesday, March 5, 2013, Pargeter, Christie :CO IS wrote:

> **
>
> Hi all –
>
> I had my server team copy my dev server and make that my qa server.  I
> thought I got all the old server references replaced with the new name but
> when I go to the overview console it says Authentication failed ARERR 623.
> Everything else seems to work.  Any ideas?
>
> ** **
>
> ARS 7.6.4 SP 4
>
> ITSM 7.6.4 SP 4
>
> RKM 7.6.4 SP 4
>
> SLM 7.6.4 SP 1
>
> Window 2008 – 64 Bit
>
> MS SQ 2005
>
> IIS/Tomcat
>
> MidTier 7.6.4 SP 4
>
> ** **
> _ARSlist: "Where the Answers Are" and have been for 20 years_



-- 
Sent from Gmail Mobile

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Issue with Overview ITSM 7.6.4 SP 4

[Pargeter, Christie :CO IS]

Hi all -

I had my server team copy my dev server and make that my qa server.  I
thought I got all the old server references replaced with the new name
but when I go to the overview console it says Authentication failed
ARERR 623.  Everything else seems to work.  Any ideas?

 

ARS 7.6.4 SP 4

ITSM 7.6.4 SP 4

RKM 7.6.4 SP 4

SLM 7.6.4 SP 1

Window 2008 - 64 Bit

MS SQ 2005

IIS/Tomcat

MidTier 7.6.4 SP 4

 


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Re: Password reset tool that integrates with ITSM 7.6.4 or greater

[Schon, Stuart]

Check out

http://www.manageengine.com/products/self-service-password/index.html



Stuart Schon
Service Desk Systems - Manager

Please consider the environment before printing this email
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Wednesday, 13 February 2013 6:28 AM
To: arslist@ARSLIST.ORG
Subject: Password reset tool that integrates with ITSM 7.6.4 or greater

Any one know of an ldap password reset tool that integrates with ITSM
7.6.4 or greater?

Thanks

Hbr

Sent from my iPhone 5

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Password reset tool that integrates with ITSM 7.6.4 or greater

[Howard Richter]

Any one know of an ldap password reset tool that integrates with ITSM 7.6.4 or 
greater?

Thanks

Hbr

Sent from my iPhone 5
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Re: Remedy ITSM 7.6.4 - SRM

[Alan Truelove]

Thanks--I have pretty good experience w OnDemand having used it for 6 mo, & I 
was able to write up an evaluation---but
thanks anyway!





 From: "Easter, David" 
To: arslist@ARSLIST.ORG 
Sent: Wednesday, January 30, 2013 3:28 PM
Subject: Re: Remedy ITSM 7.6.4  -  SRM
 

** 
It’s 8.0.00 – but you could use the instant Remedy OnDemand demo available:
 
http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012
 
You do have to put in all your contact info, but once you do it immediately 
becomes available – i.e. you do not have to wait for sales person to contact 
you or have it set up by a BMC employee.
 
-David J. Easter
Manager of Product Management, AR System
BSM & Atrium Solutions Management
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.
 
From:Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 30, 2013 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM
 
** 
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.
 
I keep hitting walls where I say “yes, you can do this in SRM” and someone else 
says “No, you can’t” and I know you can.
 
I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.
 
Thank you!
 
 
ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server
 
Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org 
 
 
_ARSlist: "Where the Answers Are" and have been for 20 years_ 
_ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Remedy ITSM 7.6.4 - SRM

[Sanford, Claire]

That would be perfect!!
Thank you David!!


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Wednesday, January 30, 2013 2:28 PM
To: arslist@ARSLIST.ORG
Subject: Re: Remedy ITSM 7.6.4 - SRM

**
It's 8.0.00 - but you could use the instant Remedy OnDemand demo available:

http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012

You do have to put in all your contact info, but once you do it immediately 
becomes available - i.e. you do not have to wait for sales person to contact 
you or have it set up by a BMC employee.

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

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 30, 2013 11:38 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Remedy ITSM 7.6.4 - SRM

**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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

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


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

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Re: Remedy ITSM 7.6.4 - SRM

[Easter, David]

It's 8.0.00 - but you could use the instant Remedy OnDemand demo available:

http://go.bmc.com/forms/ESM_ROD_Trial_Sept2012

You do have to put in all your contact info, but once you do it immediately 
becomes available - i.e. you do not have to wait for sales person to contact 
you or have it set up by a BMC employee.

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

The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 30, 2013 11:38 AM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM

**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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

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


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

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Re: Remedy ITSM 7.6.4 - SRM

[Pierson, Shawn]

I might be able to help if you can offer more specifics of what roadblocks you 
are running into.  If something more formal were required I could speak with my 
management about inviting you all in to compare notes on our two organizations' 
wins and pain points with Remedy including SRM.  We haven't taken the "correct" 
approach of doing a wholesale self-service initiative and starting with the 
most common types of requests and such, but we do have several different SRM 
forms out there.  Basically, we took the standpoint of piloting with requests 
that the Remedy team would receive and then some other application groups that 
really wanted it, and we're continuing to expand from there.

>From a technology standpoint, I have one AIF that does lookups against Asset 
>Management for software contracts as well as dynamically leveraging different 
>Task Group Templates based on criteria determined within the service request.  
>A colleague has been working on a custom Approval process for a type of 
>service request for one of our business users.  We have several "vanilla" SRDs 
>out there that have just a few questions that people answer, but another twist 
>is that several of these are linked to from SharePoint so end users for 
>specific applications can go to the right page on the Intranet then click a 
>button or hyperlink and instantly report an issue (we have JSS SSO in place to 
>bypass logging in.)

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire
Sent: Wednesday, January 30, 2013 1:38 PM
To: arslist@ARSLIST.ORG
Subject: Remedy ITSM 7.6.4 - SRM

**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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

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


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

Private and confidential as detailed here: 
http://www.energytransfer.com/mail_disclaimer.aspx .  If you cannot access the 
link, please e-mail sender.

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Re: Remedy ITSM 7.6.4 - SRM

[John Sundberg]

Maybe the issue is not really "yes you can" vs "no you can't" -- but more
of a "how" issue.

You CAN ride a tricycle across the United States - the question is - do you
want to?

So - things may be "doable" -- but is it crazy to pull it off???

-John




On Wed, Jan 30, 2013 at 1:37 PM, Sanford, Claire <
claire.sanf...@memorialhermann.org> wrote:

> **
>
> Does anyone out in the wild, wild Remedy SRM world have a live functioning
> SRM system that we can look at?  Not a site visit, just look at your
> screens and your functionality.
>
> ** **
>
> I keep hitting walls where I say “yes, you can do this in SRM” and someone
> else says “No, you can’t” and I know you can.
>
> ** **
>
> I just want to be able to show them a real live system that people have
> put some thought into rather than the samples that are in the system to
> begin with.
>
> ** **
>
> Thank you!
>
> ** **
>
> ** **
>
> ITSM 7.6.04 SP2
>
> ARS 7.6.04 SP3
>
> Oracle 11.2.0.3.0 - 64bit Production
>
> Win 2008 Server
>
> ** **
>
> Claire Sanford 
>
> Information Systems Division 
>
> Memorial Hermann Healthcare System
>
> claire.sanf...@memorialhermann.org 
>
> ** **
>
> 
>  _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

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

*Save The Date! *Second Annual KEG (Kinetic Enthusiasts Group)
Feb. 25th - March 1st in Denver, CO. For more information click here -
KEG

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

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Re: Remedy ITSM 7.6.4 - SRM

[Roger J]

The addition of the Abydos Process Designer has extended the ability to do even 
more things with SRM. The main issue is not looking at someones SRM it is 
capturing the Process and then building it.


-Original Message-
From: Sanford, Claire 
To: arslist 
Sent: Wed, Jan 30, 2013 2:38 pm
Subject: Remedy ITSM 7.6.4  -  SRM


**
Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.
 
I keep hitting walls where I say “yes, you can do this in SRM” and someone else 
says “No, you can’t” and I know you can.
 
I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.
 
Thank you!
 
 
ITSM 7.6.04 SP2
ARS 7.6.04 SP3
Oracle 11.2.0.3.0 - 64bit Production
Win 2008 Server
 
Claire Sanford 
Information Systems Division 
Memorial Hermann Healthcare System
claire.sanf...@memorialhermann.org
 

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

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Remedy ITSM 7.6.4 - SRM

[Sanford, Claire]

Does anyone out in the wild, wild Remedy SRM world have a live functioning SRM 
system that we can look at?  Not a site visit, just look at your screens and 
your functionality.

I keep hitting walls where I say "yes, you can do this in SRM" and someone else 
says "No, you can't" and I know you can.

I just want to be able to show them a real live system that people have put 
some thought into rather than the samples that are in the system to begin with.

Thank you!


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

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


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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Roney Samuel Varghese.]

We're going to use the best pointing device in the world. We're going to use a 
pointing device that we're all born with - born with ten of them. We're going 
to use our fingers. We're going to touch this with our fingers
-Steve Jobs

Read more at 
http://www.brainyquote.com/quotes/quotes/s/stevejobs416862.html#b9rYFcrUMW8gDBgo.99
 

Sent from my iPhone

On Jan 24, 2013, at 1:23 PM, Jason Miller  wrote:

> **
> The biggest issues I have noticed with using a touch screen interface are 
> double clicking and right clicking.  Say you want to double tap a record in a 
> table field to open it, most touch screens will zoom instead of trigger a 
> double click.  Also it is hard to get to right click context menus unless the 
> mobile app has a way of right clicking (Citrix, etc.).
> 
> Jason
> 
> 
> On Thu, Jan 24, 2013 at 10:46 AM, Grooms, Frederick W 
>  wrote:
>> Isn't a touch screen just another type of mouse for the PC?
>> 
>> Fred
>> 
>> -Original Message-
>> From: Action Request System discussion list(ARSList) 
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
>> Sent: Thursday, January 24, 2013 11:54 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Touch Screen Interface to Remedy/ITSM 7.6.4
>> 
>> I never saw any update on the list, for this question.
>> 
>> We are just talking about it here, but I can not find any one that has done 
>> it or has any info.
>> 
>> Hbr
>> 
>> Sent from my iPhone 5
>> 
>> On Jan 23, 2013, at 7:09 PM, Samuel J Albury III  
>> wrote:
>> 
>> > Please update us on that. I am very interested.
>> >
>> 
>> ___
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> 
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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Jason Miller]

The biggest issues I have noticed with using a touch screen interface are
double clicking and right clicking.  Say you want to double tap a record in
a table field to open it, most touch screens will zoom instead of trigger a
double click.  Also it is hard to get to right click context menus unless
the mobile app has a way of right clicking (Citrix, etc.).

Jason


On Thu, Jan 24, 2013 at 10:46 AM, Grooms, Frederick W <
frederick.w.gro...@xo.com> wrote:

> Isn't a touch screen just another type of mouse for the PC?
>
> Fred
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Howard Richter
> Sent: Thursday, January 24, 2013 11:54 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Touch Screen Interface to Remedy/ITSM 7.6.4
>
> I never saw any update on the list, for this question.
>
> We are just talking about it here, but I can not find any one that has
> done it or has any info.
>
> Hbr
>
> Sent from my iPhone 5
>
> On Jan 23, 2013, at 7:09 PM, Samuel J Albury III 
> wrote:
>
> > Please update us on that. I am very interested.
> >
>
>
> ___
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>

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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Grooms, Frederick W]

Isn't a touch screen just another type of mouse for the PC?

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Thursday, January 24, 2013 11:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Touch Screen Interface to Remedy/ITSM 7.6.4

I never saw any update on the list, for this question.

We are just talking about it here, but I can not find any one that has done it 
or has any info.

Hbr

Sent from my iPhone 5

On Jan 23, 2013, at 7:09 PM, Samuel J Albury III  wrote:

> Please update us on that. I am very interested. 
> 

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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Hennigan, Sandra]

I have not used a touch screen with Remedy on a tablet but have used Remedy 
7.6.3 in a Conference Room (electronic white board)  - it worked well once "I" 
got the hang of using it.

Thank you,

Sandra Hennigan
Remedy Developer


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Howard Richter
Sent: Thursday, January 24, 2013 12:54 PM
To: arslist@ARSLIST.ORG
Subject: Re: Touch Screen Interface to Remedy/ITSM 7.6.4

I never saw any update on the list, for this question.

We are just talking about it here, but I can not find any one that has done it 
or has any info.

Hbr

Sent from my iPhone 5

On Jan 23, 2013, at 7:09 PM, Samuel J Albury III  wrote:

> Please update us on that. I am very interested. 
> 
> ___
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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Howard Richter]

I never saw any update on the list, for this question.

We are just talking about it here, but I can not find any one that has done it 
or has any info.

Hbr

Sent from my iPhone 5

On Jan 23, 2013, at 7:09 PM, Samuel J Albury III  wrote:

> Please update us on that. I am very interested. 
> 
> ___
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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Samuel J Albury III]

Please update us on that. I am very interested.

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Re: Touch Screen Interface to Remedy/ITSM 7.6.4

[Richter, Howard (CEI - Atlanta)]

All,

I just got pulled into a project where we are going to look at using Touch 
Screens, to interface with our current ITSM 7.6.4. system. Not sure what they 
are looking at doing at this point, but wondered if anyone has had any exposure 
to this.

Thanks and take care,

Howard

[cid:image001.gif@01CDEF26.C099E800]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
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<><><><>

Re: ITSM 7.6.4 SP 4 Extra Workflow

[Pargeter, Christie :CO IS]

That is what mine says yet, it is triggering when I try to move a change
out of Draft to Request For Authorization.  Why would it be triggering
then, is that happening to you?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:58 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

Yes,  I see this RUN IF qualification:

 

(('Change Request Status' != 'DB.Change Request Status') OR ('Status
Reason' != 'DB.Status Reason') OR ('Change Timing' != 'DB.Change
Timing') OR ('Timing_Reason' != 'DB.Timing_Reason') OR ('Change Type' !=
'DB.Change Type')) AND ('Approval Phase Name' != $NULL$) AND ('Active
Approval' = $NULL$) AND ((('z1D_Integer04' > 3) AND ('z1D_Integer04' !=
8) AND ('z1D_Integer04' != 9) AND ('z1D_Integer04' != 12)) OR
(('z1D_Integer05' > 3) AND ('z1D_Integer05' != 8) AND ('z1D_Integer05'
!= 9) AND ('z1D_Integer05' != 12))) AND (('Scheduled Start Date' =
$NULL$) OR ('Scheduled End Date' = $NULL$)) AND ('Change Timing' !=
"Latent")

 

And this IF Action: Message - Error:

 

You must provide Scheduled Dates as the change will be moving past the
Planning in Progress State.

 

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 9:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

If I have this filter enabled and no approval mappings setup in my test
system then this will prevent the CRQ from leaving the Draft system.  Do
you have that same issue?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

I don't think this is customized filter as I can see it on one of my out
of the box environment. So yes it's a part of product installation.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 8:44 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

Hi All - I have found a filter on my 7.6.4 system after upgrading from
SP 2 to SP 4 that BMC can't seem to find in there system.  Could you
please let me know if you also have this filter?

 

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

 

Thank you!

 

Note: This is not the convention my company uses for the beginning of
filter names and it was created by my installer account not my account
and I am the only programmer here.

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

_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_

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Re: ITSM 7.6.4 SP 4 Extra Workflow

[Hullule, Kiran]

Yes,  I see this RUN IF qualification:

(('Change Request Status' != 'DB.Change Request Status') OR ('Status Reason' != 
'DB.Status Reason') OR ('Change Timing' != 'DB.Change Timing') OR 
('Timing_Reason' != 'DB.Timing_Reason') OR ('Change Type' != 'DB.Change Type')) 
AND ('Approval Phase Name' != $NULL$) AND ('Active Approval' = $NULL$) AND 
((('z1D_Integer04' > 3) AND ('z1D_Integer04' != 8) AND ('z1D_Integer04' != 9) 
AND ('z1D_Integer04' != 12)) OR (('z1D_Integer05' > 3) AND ('z1D_Integer05' != 
8) AND ('z1D_Integer05' != 9) AND ('z1D_Integer05' != 12))) AND (('Scheduled 
Start Date' = $NULL$) OR ('Scheduled End Date' = $NULL$)) AND ('Change Timing' 
!= "Latent")

And this IF Action: Message - Error:

You must provide Scheduled Dates as the change will be moving past the Planning 
in Progress State.



From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 9:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

**
If I have this filter enabled and no approval mappings setup in my test system 
then this will prevent the CRQ from leaving the Draft system.  Do you have that 
same issue?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

**
I don't think this is customized filter as I can see it on one of my out of the 
box environment. So yes it's a part of product installation.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 8:44 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: ITSM 7.6.4 SP 4 Extra Workflow

**
Hi All - I have found a filter on my 7.6.4 system after upgrading from SP 2 to 
SP 4 that BMC can't seem to find in there system.  Could you please let me know 
if you also have this filter?

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

Thank you!

Note: This is not the convention my company uses for the beginning of filter 
names and it was created by my installer account not my account and I am the 
only programmer here.





Christie Pargeter
Legacy Health
IS - BI And Data Services
SR Technical Analyst
cparge...@lhs.org <mailto:cparge...@lhs.org>
  1120 Building

tel: 503-415-5149


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Re: ITSM 7.6.4 SP 4 Extra Workflow

[Pargeter, Christie :CO IS]

If I have this filter enabled and no approval mappings setup in my test
system then this will prevent the CRQ from leaving the Draft system.  Do
you have that same issue?

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hullule, Kiran
Sent: Thursday, December 20, 2012 7:33 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

I don't think this is customized filter as I can see it on one of my out
of the box environment. So yes it's a part of product installation.

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 8:44 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 SP 4 Extra Workflow

 

** 

Hi All - I have found a filter on my 7.6.4 system after upgrading from
SP 2 to SP 4 that BMC can't seem to find in there system.  Could you
please let me know if you also have this filter?

 

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

 

Thank you!

 

Note: This is not the convention my company uses for the beginning of
filter names and it was created by my installer account not my account
and I am the only programmer here.

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org 

  1120 Building 

tel: 503-415-5149

 

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

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


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Re: ITSM 7.6.4 SP 4 Extra Workflow

[Hullule, Kiran]

I don't think this is customized filter as I can see it on one of my out of the 
box environment. So yes it's a part of product installation.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS
Sent: Thursday, December 20, 2012 8:44 PM
To: arslist@ARSLIST.ORG
Subject: ITSM 7.6.4 SP 4 Extra Workflow

**
Hi All - I have found a filter on my 7.6.4 system after upgrading from SP 2 to 
SP 4 that BMC can't seem to find in there system.  Could you please let me know 
if you also have this filter?

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

Thank you!

Note: This is not the convention my company uses for the beginning of filter 
names and it was created by my installer account not my account and I am the 
only programmer here.





Christie Pargeter
Legacy Health
IS - BI And Data Services
SR Technical Analyst
cparge...@lhs.org <mailto:cparge...@lhs.org>
  1120 Building

tel: 503-415-5149


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

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ITSM 7.6.4 SP 4 Extra Workflow

[Pargeter, Christie :CO IS]

Hi All - I have found a filter on my 7.6.4 system after upgrading from
SP 2 to SP 4 that BMC can't seem to find in there system.  Could you
please let me know if you also have this filter?

 

CHG:CRQ:DetermineApprovalStateStart_CheckForSchdDateError2

 

Thank you!

 

Note: This is not the convention my company uses for the beginning of
filter names and it was created by my installer account not my account
and I am the only programmer here.

 

 

 




Christie Pargeter 
Legacy Health 

IS - BI And Data Services

SR Technical Analyst

cparge...@lhs.org  

  1120 Building 

tel: 503-415-5149

 


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SOLVED: ITSM 7.6.4 Data Management Tool Windows 7

[Pierson, Shawn]

I just figured it out.  There were a few things I did, and unfortunately I’m 
not sure what actually solved the problem so I’ll list the steps below:


1.   Set the “C:\Program Files (x86)\BMC Software\DataManagementClient” 
directory and all subdirectories to not be Read-Only.  I’m skeptical that this 
is actually possible but I attempted to do it even if Windows decided to change 
it behind my back.

2.   Went to Programs and Features in the Control Panel of my PC, clicked 
“Change” on Microsoft Office and reset the “Visual Basic For Applications” item 
to “Run from My Computer.”

3.   Rebooted

4.   Opened Excel and verified on the Macros section of the Windows Trust 
Center was set to “Enable all macros.”

5.   When you launch the Windows User Tool to run the DMT, make sure you 
right click on the icon and select “Run as an Administrator”.

Some combination of the above things enabled the CSV files to be created, and I 
was able to successfully import the items into the staging forms.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: patchsk [mailto:vamsi...@gmail.com]
Sent: Monday, November 05, 2012 2:32 PM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Pierson, Shawn
Subject: Re: ITSM 7.6.4 Data Management Tool Windows 7

The installation guide talks about window DEP settings.
Not sure if it applies to DMT but did you check on that?
It is under system properties-> advanced --> performance --> Settings.


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Re: ITSM 7.6.4 Data Management Tool Windows 7

[Pierson, Shawn]

I checked and DEP on my PC is set the way BMC suggests for the server for only 
essential Windows services.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: patchsk [mailto:vamsi...@gmail.com]
Sent: Monday, November 05, 2012 2:32 PM
To: arsl...@googlegroups.com
Cc: arslist@ARSLIST.ORG; arslist@ARSLIST.ORG; Pierson, Shawn
Subject: Re: ITSM 7.6.4 Data Management Tool Windows 7

The installation guide talks about window DEP settings.
Not sure if it applies to DMT but did you check on that?
It is under system properties-> advanced --> performance --> Settings.


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Re: [EXTERNAL] ITSM 7.6.4 Data Management Tool Windows 7

[Pierson, Shawn]

Unfortunately I get this error even when running it straight from Excel using 
the macros.  There are some things that seem to require being run completely 
interactively to be able to approve it running with admin rights, otherwise it 
will just error out.  I suspect I'm running into a situation like this but I am 
not sure how to fix it since it is mostly automated.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Stroud, Natalie K
Sent: Monday, November 05, 2012 2:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: [EXTERNAL] ITSM 7.6.4 Data Management Tool Windows 7

**
Sometimes even when you're logged in with an account that has admin rights, you 
need to right-click on the executable you want to run and select Run As 
Administrator.   I don't know all of the details, but apparently just running 
an application normally under an admin account doesn't actually run it as an 
admin (or at least not fully as an admin).

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


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG]<mailto:[mailto:arslist@ARSLIST.ORG]> On Behalf Of 
Pierson, Shawn
Sent: Monday, November 05, 2012 1:06 PM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: [EXTERNAL] ITSM 7.6.4 Data Management Tool Windows 7

**
Good afternoon,

Has anyone gotten the 7.6.4 Data Management Tool to work successfully on 
Windows 7 and Office 2010?  Any guidance on what might need to be done to get 
this working would be appreciated.  I keep getting errors that the CSV being 
generated is read only, but I've verified that not only is the directory (and 
all the DMT directories) set up with write permissions, my specific username 
has admin rights on the PC I'm using.

I suspect that it has something to do with some weird Windows 7 "security" 
feature that I suspect keeps setting everything in C:\Program Files\ and 
C:\Program Files (32)\ to be read only, but my admin rights should overcome 
that.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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Re: ITSM 7.6.4 Data Management Tool Windows 7

[patchsk]

The installation guide talks about window DEP settings.
Not sure if it applies to DMT but did you check on that?
It is under system properties-> advanced --> performance --> Settings.


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Re: [EXTERNAL] ITSM 7.6.4 Data Management Tool Windows 7

[Stroud, Natalie K]

Sometimes even when you're logged in with an account that has admin rights, you 
need to right-click on the executable you want to run and select Run As 
Administrator.   I don't know all of the details, but apparently just running 
an application normally under an admin account doesn't actually run it as an 
admin (or at least not fully as an admin).

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


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Monday, November 05, 2012 1:06 PM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM 7.6.4 Data Management Tool Windows 7

**
Good afternoon,

Has anyone gotten the 7.6.4 Data Management Tool to work successfully on 
Windows 7 and Office 2010?  Any guidance on what might need to be done to get 
this working would be appreciated.  I keep getting errors that the CSV being 
generated is read only, but I've verified that not only is the directory (and 
all the DMT directories) set up with write permissions, my specific username 
has admin rights on the PC I'm using.

I suspect that it has something to do with some weird Windows 7 "security" 
feature that I suspect keeps setting everything in C:\Program Files\ and 
C:\Program Files (32)\ to be read only, but my admin rights should overcome 
that.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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ITSM 7.6.4 Data Management Tool Windows 7

[Pierson, Shawn]

Good afternoon,

Has anyone gotten the 7.6.4 Data Management Tool to work successfully on 
Windows 7 and Office 2010?  Any guidance on what might need to be done to get 
this working would be appreciated.  I keep getting errors that the CSV being 
generated is read only, but I've verified that not only is the directory (and 
all the DMT directories) set up with write permissions, my specific username 
has admin rights on the PC I'm using.

I suspect that it has something to do with some weird Windows 7 "security" 
feature that I suspect keeps setting everything in C:\Program Files\ and 
C:\Program Files (32)\ to be read only, but my admin rights should overcome 
that.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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SOLVED: ITSM 7.6.4 Change Process Flow Configuration Changes

[Pierson, Shawn]

Just to follow up since I didn't get any answers, I found that I was running 
into errors, but for some reason they weren't showing up in the log.  What was 
happening is that my custom process would be bypassed and the backup process I 
selected was being triggered.  When I took that out, I saw that it was having 
problems.  It just seems weird that selecting "ALL" for the Approval Debug Type 
really wasn't giving me all of the details.

Anyway, I'm up and running with no issues now, and I have a custom approval 
process that delays notifying the approver for 24 hours after the Change 
Request is moved to "Completed" status in order for them to have a day to sit 
on it and see if it works right since the odds of users testing things 
post-implementation are slim.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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ITSM 7.6.4 Change Process Flow Configuration Changes

[Pierson, Shawn]

Good afternoon,

I'm working on something that keeps giving me errors and I was wondering if 
anyone might have an idea other than deleting the record and creating a new one.

Basically, I have a custom Process Flow Configuration record that I would like 
to update.  When I tried to set the Status to either Offline or Proposed, I was 
given an error message telling me that I could not do so with any open Change 
Requests following the flow.  Since this is development, I canceled the test 
CRQs that I entered and was able to move past that error.  Now, I'm unable to 
add a new phase because the current Process Status Lifecycle is completely set 
up.  It gives me an error:

Cannot add any more status transitions to the current process as there is 
already a status transition that sets the status to "Closed". If you want to 
make changes to this process then please delete the transition which sets 
status to "Closed". (ARERR 48288)

So I click on the one that sets the Status to Closed, and it gives me this 
error:

Unable to delete the status flow starting from Completed as approval 
configuration is in effect. Source status values for approval: Completed Target 
status values for approval: Completed (ARERR 48290)

So I go into Approval Process Configuration and set the related records to a 
Status of Offline.  This seems to have no effect.  Is there somewhere else that 
I need to go to set something offline to be able to make modifications to the 
Process Flow Configuration?  Since this is development, I will go in and just 
delete and recreate the records as needed.  However, I'm thinking that this is 
going to be a major issue for my new users in Remedy, as they aren't quite sure 
how they want the statuses to flow through within Change Management, and we'll 
likely have them use the system for a few months then adjust things as 
necessary to fit their usage of the system.  I see this as a potential risk 
because of how difficult it may become to make any changes to this portion of 
the configuration since 1) you can't have open Change Requests, 2) you 
apparently can't change existing Process Flow Configuration records, and 3) 
there will likely be Change Templates and reports that take some value coming 
from this into consideration (e.g. ignoring the Class field, if you bypass 
statuses in an Emergency process flow and wish to report on that separately 
from a normal CRQ.)  Does anyone have any suggestions?  Am I missing something? 
 I'd like to avoid being asked to make a modification then telling the users 
that it's going to break everything we already did.  If that's the only option, 
I understand, but I'd prefer to show how flexible ITSM can be to fit their 
needs in a positive way.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer


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Re: ITSM 7.6.4 - sharing searches

[patchsk]

Sorry I was referring the Search Preferences form only. I was not able 
to remind the actual form name.
It that is too much work then how about creating this search and making it 
available to all users through Defined Searches in the Form View properties?

>
>  
>
>  
>

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Re: ITSM 7.6.4 - sharing searches

[Logan, Kelly]

That's a good idea too, John, though that requires modifying the Work Order 
form (view) itself. I would prefer a solution on the configuration level, as 
parameters in the search could change over time.

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J
Sent: Monday, October 08, 2012 2:04 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 - sharing searches

**
Kelly,
I think the Defined Search in the form properties will allow you to create a 
search that anyone with filed/form permissions can use.
The properties are view based so I would also assume that you can have a 
different defined search . There are multiple slots for defined searches.

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Monday, October 08, 2012 1:56 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ITSM 7.6.4 - sharing searches

**
The closest I've found so far is going into 'AR System Searches Preference' and 
making a copy of the search I saved for each of the users involved. Functional, 
but annoying to maintain.

Vamsi - I'm not sure what form you mean for "ar central preferences".

Karthik - Web report would be a good option, but the search involves the 
Request Detail fields, which do not appear to be exposed to the Report console 
(probably because they don't have field labels). Unless there is a way to 
'hard-code' field ids into the report...

Note: The search itself is simple and static:  'Summary*' LIKE "Employee 
Termination%" AND '300070005' LIKE "Yes" AND '303408700' LIKE ""

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2012 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 11:10 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ITSM 7.6.4 - sharing searches

**
If you know how to create a web report from the report console, there is an 
option to specify the type of report, public or private. If you select public, 
anyone should be able to access and run the report

-Karthik
On 8 October 2012 20:28, patchsk 
mailto:vamsi...@gmail.com>> wrote:
Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose.

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Re: ITSM 7.6.4 - sharing searches

[Reiser, John J]

Kelly,
I think the Defined Search in the form properties will allow you to create a 
search that anyone with filed/form permissions can use.
The properties are view based so I would also assume that you can have a 
different defined search . There are multiple slots for defined searches.

Thank you,
---
John J. Reiser
Remedy Developer/Administrator
Senior Software Development Analyst
Lockheed Martin - MS2
The star that burns twice as bright burns half as long.
Pay close attention and be illuminated by its brilliance. - paraphrased by me

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly
Sent: Monday, October 08, 2012 1:56 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: ITSM 7.6.4 - sharing searches

**
The closest I've found so far is going into 'AR System Searches Preference' and 
making a copy of the search I saved for each of the users involved. Functional, 
but annoying to maintain.

Vamsi - I'm not sure what form you mean for "ar central preferences".

Karthik - Web report would be a good option, but the search involves the 
Request Detail fields, which do not appear to be exposed to the Report console 
(probably because they don't have field labels). Unless there is a way to 
'hard-code' field ids into the report...

Note: The search itself is simple and static:  'Summary*' LIKE "Employee 
Termination%" AND '300070005' LIKE "Yes" AND '303408700' LIKE ""

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2012 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 11:10 AM
To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG>
Subject: Re: ITSM 7.6.4 - sharing searches

**
If you know how to create a web report from the report console, there is an 
option to specify the type of report, public or private. If you select public, 
anyone should be able to access and run the report

-Karthik
On 8 October 2012 20:28, patchsk 
mailto:vamsi...@gmail.com>> wrote:
Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose.

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Re: ITSM 7.6.4 - sharing searches

[Logan, Kelly]

The closest I've found so far is going into 'AR System Searches Preference' and 
making a copy of the search I saved for each of the users involved. Functional, 
but annoying to maintain.

Vamsi - I'm not sure what form you mean for "ar central preferences".

Karthik - Web report would be a good option, but the search involves the 
Request Detail fields, which do not appear to be exposed to the Report console 
(probably because they don't have field labels). Unless there is a way to 
'hard-code' field ids into the report...

Note: The search itself is simple and static:  'Summary*' LIKE "Employee 
Termination%" AND '300070005' LIKE "Yes" AND '303408700' LIKE ""

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com<mailto:kelly.lo...@proquest.com>
www.proquest.com

ProQuest...Start here. 2012 InformationWeek 500 Top Innovator

P Please consider the environment before printing this email.

This email and any files transmitted with it are confidential and intended 
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From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Karthik
Sent: Monday, October 08, 2012 11:10 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7.6.4 - sharing searches

**
If you know how to create a web report from the report console, there is an 
option to specify the type of report, public or private. If you select public, 
anyone should be able to access and run the report

-Karthik
On 8 October 2012 20:28, patchsk 
mailto:vamsi...@gmail.com>> wrote:
Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose.

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Re: ITSM 7.6.4 - sharing searches

[Karthik]

If you know how to create a web report from the report console, there is an
option to specify the type of report, public or private. If you select
public, anyone should be able to access and run the report

-Karthik

On 8 October 2012 20:28, patchsk  wrote:

> Did you look at ar central preferences form. I believe there is a form to
> store searches which you can use for your purpose.
>
>
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ITSM 7.6.4 - sharing searches

[patchsk]

Did you look at ar central preferences form. I believe there is a form to store 
searches which you can use for your purpose. 

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ITSM 7.6.4 - sharing searches

[Logan, Kelly]

Is there an easy way to share a search, which I've created, with others now 
that we're on the browser client? (One department wants to search on Work 
Orders, and since all of the detail fields are unlabeled, they have no 
realistic way to make the search themselves.)

Kelly Logan, Sr. Systems Administrator (Remedy, Planview), GMS
ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 
USA | 734.997.4777
kelly.lo...@proquest.com
www.proquest.com

ProQuest...Start here. 2012 InformationWeek 500 Top Innovator

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Re: Creating incidents from a spread sheet in ITSM 7.6.4

[Carl Wilson]

Hi,

my thoughts exactly.  Even if it is not, you get validation with the Data
Management Tool and spreadsheets with instructions.

 

Cheers

Carl

 

http://www.missingpiecessoftware.com/

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 13 September 2012 20:24
To: arslist@ARSLIST.ORG
Subject: Re: Creating incidents from a spread sheet in ITSM 7.6.4

 

** 

If it's just a onetime migration why not use the Data Management Tool?

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

 


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Re: Creating incidents from a spread sheet in ITSM 7.6.4

[Pierson, Shawn]

If it's just a onetime migration why not use the Data Management Tool?

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta)
Sent: Thursday, September 13, 2012 12:55 PM
To: arslist@ARSLIST.ORG
Subject: Creating incidents from a spread sheet in ITSM 7.6.4

**
All,

Is it possible to create incidents from a spread sheet in ITSM 7.6.4 and if so 
how?

I have a customer that has another system (non Remedy) and can export most of 
the data required to open a new or closed incident, my question is what can I 
use to do that. Would a simple import into the helpdesk form work?

Any ideas would be helpful, just be nice it's my birthday and it's been a very 
strange year for me,

Howard

[Description: Description: Description: Cox Enterprises, 
Inc]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
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Submit your idea today for a chance to earn a badge and be entered into a 
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<><><><>

Re: Creating incidents from a spread sheet in ITSM 7.6.4

[ravi rai]

You can use HPD:IncidentInterface_Create but workflow might need some 
modification as i am not sure if all workflow are firing on MERGE
Or you can stage the data from Excel to a staging form and write escalation to 
pushe one by one to HPD:IncidentInterface_Create it will crerate incident for 
you.
 
Happy Bday :)
 
Ravi  
 



Date: Thu, 13 Sep 2012 13:54:42 -0400
From: howard.rich...@coxinc.com
Subject: Creating incidents from a spread sheet in ITSM 7.6.4
To: arslist@ARSLIST.ORG

** 





All,
 
Is it possible to create incidents from a spread sheet in ITSM 7.6.4 and if so 
how?
 
I have a customer that has another system (non Remedy) and can export most of 
the data required to open a new or closed incident, my question is what can I 
use to do that. Would a simple import into the helpdesk form work?
 
Any ideas would be helpful, just be nice it’s my birthday and it’s been a very 
strange year for me,
 
Howard
 

Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
Email = howard.rich...@coxinc.com
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)

Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
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<><><><>

Re: Creating incidents from a spread sheet in ITSM 7.6.4

[Karthik]

couple of more questions:

- is it an one time upload ?
- is this an ongoing process? if so, can the customer work with you on a
integration and are you open to perform some customization?
- Karthik
On 13 September 2012 23:27, Karthik  wrote:

> Hi Howard,
>
> Happy Birthday! hope you are having a good time today :)
>
> What is the volume of incidents to be imported?
>
> Regards,
> Karthik
>
> On 13 September 2012 23:24, Richter, Howard (CEI - Atlanta) <
> howard.rich...@coxinc.com> wrote:
>
>> **
>>
>> All,
>>
>> ** **
>>
>> Is it possible to create incidents from a spread sheet in ITSM 7.6.4 and
>> if so how?
>>
>> ** **
>>
>> I have a customer that has another system (non Remedy) and can export
>> most of the data required to open a new or closed incident, my question is
>> what can I use to do that. Would a simple import into the helpdesk form
>> work?
>>
>> ** **
>>
>> Any ideas would be helpful, just be nice it’s my birthday and it’s been a
>> very strange year for me,
>>
>> ** **
>>
>> Howard
>>
>> ** **
>>
>> [image: Description: Description: Description: Cox Enterprises, 
>> Inc]<http://www.coxenterprises.com/>
>> 
>>
>> Howard Richter, Remedy Administrator
>>
>> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
>>
>> Email = howard.rich...@coxinc.com
>>
>> Office = 678.645.4633, Cell = 404.226.2745
>>
>> *Cox Innovation Agent (CIA)*
>>
>> [image: Description: Description:
>> http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][image:
>> Description: Description:
>> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>[image:
>> Description: Description:
>> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>
>> 
>>
>> Submit your idea today for a chance to earn a badge and be entered into a
>> monthly drawing for a $10 gift card.
>> *Submit your idea:* 
>> http://innovation.coxenterprises.com/*ideas*<http://innovation.coxenterprises.com/ideas>
>> * *
>> *View your badges:* http://innovation.coxenterprises.com/ideas/SitePages/
>> *yourbadges.aspx*<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
>> 
>>
>> ** **
>> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_
>
>
>

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Re: Creating incidents from a spread sheet in ITSM 7.6.4

[Karthik]

Hi Howard,

Happy Birthday! hope you are having a good time today :)

What is the volume of incidents to be imported?

Regards,
Karthik

On 13 September 2012 23:24, Richter, Howard (CEI - Atlanta) <
howard.rich...@coxinc.com> wrote:

> **
>
> All,
>
> ** **
>
> Is it possible to create incidents from a spread sheet in ITSM 7.6.4 and
> if so how?
>
> ** **
>
> I have a customer that has another system (non Remedy) and can export most
> of the data required to open a new or closed incident, my question is what
> can I use to do that. Would a simple import into the helpdesk form work?**
> **
>
> ** **
>
> Any ideas would be helpful, just be nice it’s my birthday and it’s been a
> very strange year for me,
>
> ** **
>
> Howard
>
> ** **
>
> [image: Description: Description: Description: Cox Enterprises, 
> Inc]<http://www.coxenterprises.com/>
> 
>
> Howard Richter, Remedy Administrator
>
> 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524  
>
> Email = howard.rich...@coxinc.com
>
> Office = 678.645.4633, Cell = 404.226.2745
>
> *Cox Innovation Agent (CIA)*
>
> [image: Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/BadgeA-Md.png][image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>[image:
> Description: Description:
> http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Md.png]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>
> 
>
> Submit your idea today for a chance to earn a badge and be entered into a
> monthly drawing for a $10 gift card.
> *Submit your idea:* 
> http://innovation.coxenterprises.com/*ideas*<http://innovation.coxenterprises.com/ideas>
> * *
> *View your badges:* http://innovation.coxenterprises.com/ideas/SitePages/*
> yourbadges.aspx*<http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx>
> 
>
> ** **
> _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_

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Creating incidents from a spread sheet in ITSM 7.6.4

[Richter, Howard (CEI - Atlanta)]

All,

Is it possible to create incidents from a spread sheet in ITSM 7.6.4 and if so 
how?

I have a customer that has another system (non Remedy) and can export most of 
the data required to open a new or closed incident, my question is what can I 
use to do that. Would a simple import into the helpdesk form work?

Any ideas would be helpful, just be nice it's my birthday and it's been a very 
strange year for me,

Howard

[cid:image001.gif@01CD91B7.5321D020]<http://www.coxenterprises.com/>
Howard Richter, Remedy Administrator
6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524
Email = howard.rich...@coxinc.com<mailto:howard.rich...@coxinc.com>
Office = 678.645.4633, Cell = 404.226.2745
Cox Innovation Agent (CIA)
[cid:image002.png@01CD91B7.5321D020][cid:image003.png@01CD91B7.5321D020]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge20-Lg.png>[cid:image004.png@01CD91B7.5321D020]<http://innovation.coxenterprises.com/ideas/Badge%20Library/Badge50-Lg.png>
Submit your idea today for a chance to earn a badge and be entered into a 
monthly drawing for a $10 gift card.
Submit your idea: http://innovation.coxenterprises.com/ideas
View your badges: 
http://innovation.coxenterprises.com/ideas/SitePages/yourbadges.aspx


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<><><><>

Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac)

[Remedy]

Mac and Claire,

 

The funny (or sad part), is when we had another issue with our mid-tiers the
support engineer said we were on the latest patch. However, those lines were
missing. 

 

Well on to the next issue.

 

Thanks to all and take care of your kidneys (maybe give one up to a friend
in need),

 

Howard

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mac Rhoades
Sent: Thursday, August 16, 2012 3:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac)

 

** Claire, 
I was actually on the June 21st Hotfix when I added those lines to my
config.properties file. Still haven't added either the July 7th or the
August 10th patch. Since they are supposed to be cumulative, then the August
10th patch should work also for this (but I am only guessing at that).
Change the below numbers to what your system can work with. 

My current patch level on Mid Tier: 


 


Version 7.6.04 SP3 201206211707 Hotfix 

 


#Maximum entries to be fetched for AR System/Native report to be displayed
on screen
arsystem.nativereport.onscreen_max_entries=5000
arsystem.webreport.onscreen_max_entries=5000

#Maximum entries to be exported to CSV file
arsystem.FileExport_max_entries=2000 


Mac Rhoades / Sr Programmer/Analyst-Specialized Systems / Service Management

MS 352-100, 2205 Northmont Pkwy., Duluth, GA, USA
Phone: 678-252-4364 / VPN: 252-4364 
 <mailto:cmrho...@rockwellcollins.com> cmrho...@rockwellcollins.com
 <http://www.rockwellcollins.com/> www.rockwellcollins.com 






From:"Sanford, Claire"  
To:arslist@ARSLIST.ORG 
Date:08/16/2012 03:17 PM 
Subject:    Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac) 
Sent by:"Action Request System discussion list(ARSList)"
 

  _  




** 

Howard, 

  

Reading the thread I am minorly confused. Can you provide together all three
of the items to add to the config.properties. 

  

I will say that the August 10th  Mid-Tier patch is much better than the July
7th.  I just checked and the July 7th patch is no longer available. 

  

Claire 

  

From: Action Request System discussion list(ARSList) [
<mailto:arslist@ARSLIST.ORG> mailto:arslist@ARSLIST.ORG] On Behalf Of Howard
Richter
Sent: Thursday, August 16, 2012 11:27 AM
To: arslist@ARSLIST.ORG
Subject: Re: Report limit in ITSM 7.6.4 (fixed thanks to Mac) 

  

** 

All, 

  

Mac got it right. The issue is fixed when you change all three items. Now
how do we make sure BMC send all of that to anyone having the same issue I
did? 

  

Take care and thank you Mac, 

  

Howard 

  

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