Re: SRM Fulfillment creation issue

[LJ LongWing]

Yes, that's the SQL server side log.  Any application servers that are
going to be processing them should have it turned on to have a
comprehensive look.  You should also include API logging to help identify
what api calls are causing the sql to fire, and if possible, it would be
best to turn on Filter as well to identify what filters are causing the sql
to fire.anything that the Remedy server sends to the db should be
logged in these logs.  The turning on of the query hint would prevent an
update to a form from stopping queries to the form from processing.

On Tue, Mar 27, 2018 at 10:20 AM, Dinesh Kumar  wrote:

> Hi Thad,
>
> We are using Oracle Database and the table row is getting locked by update
> query. Its not getting released after that.
>
> DB team is saying there is no commit from application.
>
> Is there any way we can find what are all the SQL's issued by ARS to DB.
>
> Thanks,
> Dinesh kumar.
>
>
> On Tue, Mar 27, 2018 at 4:28 PM, Thad Esser  wrote:
>
>> Dinesh,
>>
>> Look into the Select-Query-Hint setting, which might help.  Our issue
>> manifested as ridiculously slow reports, which our DBAs said were because
>> of row locking.  This setting fixed that issue for us.  I don't recall for
>> sure, but there may have a been database setting to go along with that.  We
>> are on ARS/SRM/ITSM 8.1, with a SQL Server database.
>>
>> -Thad
>>
>> BMC Docs:
>> ==
>> https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.
>> conf+options+S-Z
>> Select-Query-Hint
>>
>> Text to use in a query hint in the WITH clause of a SELECT statement when
>> queries are supplied to Microsoft SQL Server databases. This option works
>> only for queries triggered by GLE,GLEWF, and GME API calls. If this option
>> is an empty string or is not present, no WITH clause is generated. To
>> determine the appropriateness of using this feature in your environment,
>> consult your SQL Server documentation. This option is commonly used with a
>> NOLOCK setting for allowing queries to execute without being blocked by
>> simultaneous updates, thereby improving performance. For example, to allow
>> SQL Server to read data being updated and avoid blocking, use this syntax:
>>
>> Select-Query-Hint: NOLOCK
>> ==
>>
>> On Mon, Mar 26, 2018 at 10:52 AM, Dinesh Kumar  wrote:
>>
>>> Hi All,
>>>
>>> We are facing below issue in our environment which causes a higher
>>> impact and Business critical.
>>>
>>>
>>>
>>> SRM Fulfillment requests are not getting generated.
>>>
>>>
>>>
>>> The requests are getting struck in the *CAI Events* form in the Running
>>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>>>
>>> We could see that PDT’s are also not getting connected to the Service
>>> Requests. (adding screenshot).
>>>
>>>
>>>
>>>
>>>
>>> We are getting time out errors in the plugin and ARERR logs for the
>>> certain requests.
>>>
>>>
>>>
>>> *Error-1:*
>>>
>>>
>>>
>>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
>>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
>>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
>>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
>>> ERROR (94): Timeout during database query -- consider using more specific
>>> search criteria to narrow the results, and retry the operation;
>>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>>
>>>
>>>
>>> *Error-2:*
>>>
>>>
>>>
>>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
>>> (ARERR 552)
>>>
>>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>>
>>> Process ID: 315236
>>>
>>> Session ID: 411 Serial number: 60447
>>>
>>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
>>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
>>> = 'PDT5704'
>>>
>>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
>>> 592)
>>>
>>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
>>> not able to create any request fulfillment after that.  Then we need to
>>> manually release.
>>>
>>>
>>>
>>> Has one faced this kind of issues.
>>>
>>>
>>> Thanks,
>>>
>>> Dinesh kumar.
>>>
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>
>>>
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[Dinesh Kumar]

Hi Thad,

We are using Oracle Database and the table row is getting locked by update
query. Its not getting released after that.

DB team is saying there is no commit from application.

Is there any way we can find what are all the SQL's issued by ARS to DB.

Thanks,
Dinesh kumar.


On Tue, Mar 27, 2018 at 4:28 PM, Thad Esser  wrote:

> Dinesh,
>
> Look into the Select-Query-Hint setting, which might help.  Our issue
> manifested as ridiculously slow reports, which our DBAs said were because
> of row locking.  This setting fixed that issue for us.  I don't recall for
> sure, but there may have a been database setting to go along with that.  We
> are on ARS/SRM/ITSM 8.1, with a SQL Server database.
>
> -Thad
>
> BMC Docs:
> ==
> https://docs.bmc.com/docs/display/public/ars81/ar.cfg+
> or+ar.conf+options+S-Z
> Select-Query-Hint
>
> Text to use in a query hint in the WITH clause of a SELECT statement when
> queries are supplied to Microsoft SQL Server databases. This option works
> only for queries triggered by GLE,GLEWF, and GME API calls. If this option
> is an empty string or is not present, no WITH clause is generated. To
> determine the appropriateness of using this feature in your environment,
> consult your SQL Server documentation. This option is commonly used with a
> NOLOCK setting for allowing queries to execute without being blocked by
> simultaneous updates, thereby improving performance. For example, to allow
> SQL Server to read data being updated and avoid blocking, use this syntax:
>
> Select-Query-Hint: NOLOCK
> ==
>
> On Mon, Mar 26, 2018 at 10:52 AM, Dinesh Kumar  wrote:
>
>> Hi All,
>>
>> We are facing below issue in our environment which causes a higher impact
>> and Business critical.
>>
>>
>>
>> SRM Fulfillment requests are not getting generated.
>>
>>
>>
>> The requests are getting struck in the *CAI Events* form in the Running
>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>>
>> We could see that PDT’s are also not getting connected to the Service
>> Requests. (adding screenshot).
>>
>>
>>
>>
>>
>> We are getting time out errors in the plugin and ARERR logs for the
>> certain requests.
>>
>>
>>
>> *Error-1:*
>>
>>
>>
>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
>> ERROR (94): Timeout during database query -- consider using more specific
>> search criteria to narrow the results, and retry the operation;
>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>
>>
>>
>> *Error-2:*
>>
>>
>>
>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
>> (ARERR 552)
>>
>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>
>> Process ID: 315236
>>
>> Session ID: 411 Serial number: 60447
>>
>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
>> = 'PDT5704'
>>
>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
>> 592)
>>
>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
>> not able to create any request fulfillment after that.  Then we need to
>> manually release.
>>
>>
>>
>> Has one faced this kind of issues.
>>
>>
>> Thanks,
>>
>> Dinesh kumar.
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[Thad Esser]

Dinesh,

Look into the Select-Query-Hint setting, which might help.  Our issue
manifested as ridiculously slow reports, which our DBAs said were because
of row locking.  This setting fixed that issue for us.  I don't recall for
sure, but there may have a been database setting to go along with that.  We
are on ARS/SRM/ITSM 8.1, with a SQL Server database.

-Thad

BMC Docs:
==
https://docs.bmc.com/docs/display/public/ars81/ar.cfg+or+ar.conf+options+S-Z
Select-Query-Hint

Text to use in a query hint in the WITH clause of a SELECT statement when
queries are supplied to Microsoft SQL Server databases. This option works
only for queries triggered by GLE,GLEWF, and GME API calls. If this option
is an empty string or is not present, no WITH clause is generated. To
determine the appropriateness of using this feature in your environment,
consult your SQL Server documentation. This option is commonly used with a
NOLOCK setting for allowing queries to execute without being blocked by
simultaneous updates, thereby improving performance. For example, to allow
SQL Server to read data being updated and avoid blocking, use this syntax:

Select-Query-Hint: NOLOCK
==

On Mon, Mar 26, 2018 at 10:52 AM, Dinesh Kumar  wrote:

> Hi All,
>
> We are facing below issue in our environment which causes a higher impact
> and Business critical.
>
>
>
> SRM Fulfillment requests are not getting generated.
>
>
>
> The requests are getting struck in the *CAI Events* form in the Running
> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>
> We could see that PDT’s are also not getting connected to the Service
> Requests. (adding screenshot).
>
>
>
>
>
> We are getting time out errors in the plugin and ARERR logs for the
> certain requests.
>
>
>
> *Error-1:*
>
>
>
> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] 
> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
> ERROR (94): Timeout during database query -- consider using more specific
> search criteria to narrow the results, and retry the operation;
> ATVIEUUSMS006:2000 ONC/RPC call timed out
>
>
>
> *Error-2:*
>
>
>
> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
> (ARERR 552)
>
> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>
> Process ID: 315236
>
> Session ID: 411 Serial number: 60447
>
> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
> = 'PDT5704'
>
> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
> 592)
>
> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
> not able to create any request fulfillment after that.  Then we need to
> manually release.
>
>
>
> Has one faced this kind of issues.
>
>
> Thanks,
>
> Dinesh kumar.
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[LJ LongWing]

Dinesh,
I've never been too much on the application side of thingsa quick
filter log should show you what workflow is pushing to that form which
might give you a better idea of 'why' :)

On Mon, Mar 26, 2018 at 1:56 PM, Dinesh Kumar  wrote:

> We are in ARS 8.1 SP1 and SRM 8.1.
>
> Why we are updating the SRM:ProcessDefinitionTemplate_Base form for every
> service request creation ?
>
> Thanks,
> Dinesh kumar.
>
> On Mon, Mar 26, 2018 at 9:48 PM, LJ LongWing 
> wrote:
>
>> You might try looking for an arexception.log fileif you are of a
>> sufficient version and have it enabled, you might find information on how
>> some of the calls are being generated and maybe even who.
>>
>> On Mon, Mar 26, 2018 at 1:45 PM, Dinesh Kumar  wrote:
>>
>>> Hi LJ,
>>>
>>> We are not able to find that update statement in the logs, its getting
>>> captured in the AR Error logs only. Not sure from where its getting
>>> triggered .
>>>
>>> Thanks,
>>> Dinesh kumar.
>>>
>>> On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing 
>>> wrote:
>>>
 Dinesh,
 Remedy does a 'BEGIN' at the beginning of an API call and does a
 'COMMIT' at the end of an API callyou'll need to run some API/SQL logs
 on your server to help identify what processes are causing the blocking to
 occur at the DB level...

 Now, that could easily describe why #1 is occurringbut for #2, the
 db having blocking would not and should not cause the Remedy server to
 disconnect.  That is being caused at the db level, possibly by killing a
 job causing the blocking, but it's not being caused on the Remedy side...

 On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar 
 wrote:

> Hi LJ,
>
> DB team is saying this is boz of "TX - row lock contention".
> "enq: TX - row lock contention" waits are generally related to the
> application code being executed and do not indicate a problem with the DB
> itself.
>
> The reason to this could be as the commit is still not issued , thus
> the lock is still not released. Causing other queries to wait for the 
> lock.
>
>
> When they check the segments where most amount of waits are spent we
> could see that table T2457 takes about 95% of the time
>
> Thus all update queries running on table T2457 need to be checked by
> the application team
>
> TX lock is an application coding, design and usage problem and can
> ONLY be fixed by changing application code with more frequent and explicit
> COMMIT statements and any other minor code changes. DBA team cannot
> fix TX lock wait issues other than helping to identify the objects and
> commands causing the waits.
>
>
> Thanks,
>
> Dinesh kumar.
>
>
>
> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing 
> wrote:
>
>> Well, for #1, you are issuing a query to the db that's not returning
>> in the 120 second timeoutfor #2 you are getting disconnected from the
>> DBboth scenarios are pointing to a DB that is either overwhelmed, or
>> under performing...I would highly recommend working with your DBA to 
>> figure
>> out what's happening at the DB level first.
>>
>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar 
>> wrote:
>>
>>> Hi All,
>>>
>>> We are facing below issue in our environment which causes a higher
>>> impact and Business critical.
>>>
>>>
>>>
>>> SRM Fulfillment requests are not getting generated.
>>>
>>>
>>>
>>> The requests are getting struck in the *CAI Events* form in the
>>> Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT,
>>> TMS_OUT_GET_DATA).
>>>
>>> We could see that PDT’s are also not getting connected to the
>>> Service Requests. (adding screenshot).
>>>
>>>
>>>
>>>
>>>
>>> We are getting time out errors in the plugin and ARERR logs for the
>>> certain requests.
>>>
>>>
>>>
>>> *Error-1:*
>>>
>>>
>>>
>>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
>>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
>>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
>>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following
>>> exception. ERROR (94): Timeout during database query -- consider using 
>>> more
>>> specific search criteria to narrow the results, and retry the operation;
>>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>>
>>>
>>>
>>> *Error-2:*
>>>
>>>
>>>
>>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
>>> (ARERR 552)
>>>
>>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>>
>>> Process ID: 315236
>>>
>>> 

Re: SRM Fulfillment creation issue

[Dinesh Kumar]

We are in ARS 8.1 SP1 and SRM 8.1.

Why we are updating the SRM:ProcessDefinitionTemplate_Base form for every
service request creation ?

Thanks,
Dinesh kumar.

On Mon, Mar 26, 2018 at 9:48 PM, LJ LongWing  wrote:

> You might try looking for an arexception.log fileif you are of a
> sufficient version and have it enabled, you might find information on how
> some of the calls are being generated and maybe even who.
>
> On Mon, Mar 26, 2018 at 1:45 PM, Dinesh Kumar  wrote:
>
>> Hi LJ,
>>
>> We are not able to find that update statement in the logs, its getting
>> captured in the AR Error logs only. Not sure from where its getting
>> triggered .
>>
>> Thanks,
>> Dinesh kumar.
>>
>> On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing 
>> wrote:
>>
>>> Dinesh,
>>> Remedy does a 'BEGIN' at the beginning of an API call and does a
>>> 'COMMIT' at the end of an API callyou'll need to run some API/SQL logs
>>> on your server to help identify what processes are causing the blocking to
>>> occur at the DB level...
>>>
>>> Now, that could easily describe why #1 is occurringbut for #2, the
>>> db having blocking would not and should not cause the Remedy server to
>>> disconnect.  That is being caused at the db level, possibly by killing a
>>> job causing the blocking, but it's not being caused on the Remedy side...
>>>
>>> On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar 
>>> wrote:
>>>
 Hi LJ,

 DB team is saying this is boz of "TX - row lock contention".
 "enq: TX - row lock contention" waits are generally related to the
 application code being executed and do not indicate a problem with the DB
 itself.

 The reason to this could be as the commit is still not issued , thus
 the lock is still not released. Causing other queries to wait for the lock.


 When they check the segments where most amount of waits are spent we
 could see that table T2457 takes about 95% of the time

 Thus all update queries running on table T2457 need to be checked by
 the application team

 TX lock is an application coding, design and usage problem and can ONLY
 be fixed by changing application code with more frequent and explicit
 COMMIT statements and any other minor code changes. DBA team cannot
 fix TX lock wait issues other than helping to identify the objects and
 commands causing the waits.


 Thanks,

 Dinesh kumar.



 On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing 
 wrote:

> Well, for #1, you are issuing a query to the db that's not returning
> in the 120 second timeoutfor #2 you are getting disconnected from the
> DBboth scenarios are pointing to a DB that is either overwhelmed, or
> under performing...I would highly recommend working with your DBA to 
> figure
> out what's happening at the DB level first.
>
> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar 
> wrote:
>
>> Hi All,
>>
>> We are facing below issue in our environment which causes a higher
>> impact and Business critical.
>>
>>
>>
>> SRM Fulfillment requests are not getting generated.
>>
>>
>>
>> The requests are getting struck in the *CAI Events* form in the
>> Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT,
>> TMS_OUT_GET_DATA).
>>
>> We could see that PDT’s are also not getting connected to the Service
>> Requests. (adding screenshot).
>>
>>
>>
>>
>>
>> We are getting time out errors in the plugin and ARERR logs for the
>> certain requests.
>>
>>
>>
>> *Error-1:*
>>
>>
>>
>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following
>> exception. ERROR (94): Timeout during database query -- consider using 
>> more
>> specific search criteria to narrow the results, and retry the operation;
>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>
>>
>>
>> *Error-2:*
>>
>>
>>
>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
>> (ARERR 552)
>>
>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>
>> Process ID: 315236
>>
>> Session ID: 411 Serial number: 60447
>>
>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE 
>> C1
>> = 'PDT5704'
>>
>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available
>> (ARNOTE 592)
>>
>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we
>> are not able to 

Re: SRM Fulfillment creation issue

[LJ LongWing]

You might try looking for an arexception.log fileif you are of a
sufficient version and have it enabled, you might find information on how
some of the calls are being generated and maybe even who.

On Mon, Mar 26, 2018 at 1:45 PM, Dinesh Kumar  wrote:

> Hi LJ,
>
> We are not able to find that update statement in the logs, its getting
> captured in the AR Error logs only. Not sure from where its getting
> triggered .
>
> Thanks,
> Dinesh kumar.
>
> On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing 
> wrote:
>
>> Dinesh,
>> Remedy does a 'BEGIN' at the beginning of an API call and does a 'COMMIT'
>> at the end of an API callyou'll need to run some API/SQL logs on your
>> server to help identify what processes are causing the blocking to occur at
>> the DB level...
>>
>> Now, that could easily describe why #1 is occurringbut for #2, the db
>> having blocking would not and should not cause the Remedy server to
>> disconnect.  That is being caused at the db level, possibly by killing a
>> job causing the blocking, but it's not being caused on the Remedy side...
>>
>> On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar  wrote:
>>
>>> Hi LJ,
>>>
>>> DB team is saying this is boz of "TX - row lock contention".
>>> "enq: TX - row lock contention" waits are generally related to the
>>> application code being executed and do not indicate a problem with the DB
>>> itself.
>>>
>>> The reason to this could be as the commit is still not issued , thus the
>>> lock is still not released. Causing other queries to wait for the lock.
>>>
>>>
>>> When they check the segments where most amount of waits are spent we
>>> could see that table T2457 takes about 95% of the time
>>>
>>> Thus all update queries running on table T2457 need to be checked by the
>>> application team
>>>
>>> TX lock is an application coding, design and usage problem and can ONLY
>>> be fixed by changing application code with more frequent and explicit
>>> COMMIT statements and any other minor code changes. DBA team cannot fix
>>> TX lock wait issues other than helping to identify the objects and commands
>>> causing the waits.
>>>
>>>
>>> Thanks,
>>>
>>> Dinesh kumar.
>>>
>>>
>>>
>>> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing 
>>> wrote:
>>>
 Well, for #1, you are issuing a query to the db that's not returning in
 the 120 second timeoutfor #2 you are getting disconnected from the
 DBboth scenarios are pointing to a DB that is either overwhelmed, or
 under performing...I would highly recommend working with your DBA to figure
 out what's happening at the DB level first.

 On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar 
 wrote:

> Hi All,
>
> We are facing below issue in our environment which causes a higher
> impact and Business critical.
>
>
>
> SRM Fulfillment requests are not getting generated.
>
>
>
> The requests are getting struck in the *CAI Events* form in the
> Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT,
> TMS_OUT_GET_DATA).
>
> We could see that PDT’s are also not getting connected to the Service
> Requests. (adding screenshot).
>
>
>
>
>
> We are getting time out errors in the plugin and ARERR logs for the
> certain requests.
>
>
>
> *Error-1:*
>
>
>
> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following
> exception. ERROR (94): Timeout during database query -- consider using 
> more
> specific search criteria to narrow the results, and retry the operation;
> ATVIEUUSMS006:2000 ONC/RPC call timed out
>
>
>
> *Error-2:*
>
>
>
> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
> (ARERR 552)
>
> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>
> Process ID: 315236
>
> Session ID: 411 Serial number: 60447
>
> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
> = 'PDT5704'
>
> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available
> (ARNOTE 592)
>
> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we
> are not able to create any request fulfillment after that.  Then we
> need to manually release.
>
>
>
> Has one faced this kind of issues.
>
>
> Thanks,
>
> Dinesh kumar.
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>

 --
 ARSList mailing list
 ARSList@arslist.org
 

Re: SRM Fulfillment creation issue

[Dinesh Kumar]

Hi LJ,

We are not able to find that update statement in the logs, its getting
captured in the AR Error logs only. Not sure from where its getting
triggered .

Thanks,
Dinesh kumar.

On Mon, Mar 26, 2018 at 9:25 PM, LJ LongWing  wrote:

> Dinesh,
> Remedy does a 'BEGIN' at the beginning of an API call and does a 'COMMIT'
> at the end of an API callyou'll need to run some API/SQL logs on your
> server to help identify what processes are causing the blocking to occur at
> the DB level...
>
> Now, that could easily describe why #1 is occurringbut for #2, the db
> having blocking would not and should not cause the Remedy server to
> disconnect.  That is being caused at the db level, possibly by killing a
> job causing the blocking, but it's not being caused on the Remedy side...
>
> On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar  wrote:
>
>> Hi LJ,
>>
>> DB team is saying this is boz of "TX - row lock contention".
>> "enq: TX - row lock contention" waits are generally related to the
>> application code being executed and do not indicate a problem with the DB
>> itself.
>>
>> The reason to this could be as the commit is still not issued , thus the
>> lock is still not released. Causing other queries to wait for the lock.
>>
>>
>> When they check the segments where most amount of waits are spent we
>> could see that table T2457 takes about 95% of the time
>>
>> Thus all update queries running on table T2457 need to be checked by the
>> application team
>>
>> TX lock is an application coding, design and usage problem and can ONLY
>> be fixed by changing application code with more frequent and explicit
>> COMMIT statements and any other minor code changes. DBA team cannot fix
>> TX lock wait issues other than helping to identify the objects and commands
>> causing the waits.
>>
>>
>> Thanks,
>>
>> Dinesh kumar.
>>
>>
>>
>> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing 
>> wrote:
>>
>>> Well, for #1, you are issuing a query to the db that's not returning in
>>> the 120 second timeoutfor #2 you are getting disconnected from the
>>> DBboth scenarios are pointing to a DB that is either overwhelmed, or
>>> under performing...I would highly recommend working with your DBA to figure
>>> out what's happening at the DB level first.
>>>
>>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar 
>>> wrote:
>>>
 Hi All,

 We are facing below issue in our environment which causes a higher
 impact and Business critical.



 SRM Fulfillment requests are not getting generated.



 The requests are getting struck in the *CAI Events* form in the
 Running status for all the events (SRM_OUT_RESTART_SR_SUBMIT,
 TMS_OUT_GET_DATA).

 We could see that PDT’s are also not getting connected to the Service
 Requests. (adding screenshot).





 We are getting time out errors in the plugin and ARERR logs for the
 certain requests.



 *Error-1:*



 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
 com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
 (BaseEventWorker.java:166) - CAI plugin failed to update error code of
 event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
 ERROR (94): Timeout during database query -- consider using more specific
 search criteria to narrow the results, and retry the operation;
 ATVIEUUSMS006:2000 ONC/RPC call timed out



 *Error-2:*



 Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
 (ARERR 552)

 Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact

 Process ID: 315236

 Session ID: 411 Serial number: 60447

 Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
 C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
 = 'PDT5704'

 Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
 592)

 SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
 not able to create any request fulfillment after that.  Then we need
 to manually release.



 Has one faced this kind of issues.


 Thanks,

 Dinesh kumar.

 --
 ARSList mailing list
 ARSList@arslist.org
 https://mailman.rrr.se/cgi/listinfo/arslist


>>>
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>
>>>
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[LJ LongWing]

Dinesh,
Remedy does a 'BEGIN' at the beginning of an API call and does a 'COMMIT'
at the end of an API callyou'll need to run some API/SQL logs on your
server to help identify what processes are causing the blocking to occur at
the DB level...

Now, that could easily describe why #1 is occurringbut for #2, the db
having blocking would not and should not cause the Remedy server to
disconnect.  That is being caused at the db level, possibly by killing a
job causing the blocking, but it's not being caused on the Remedy side...

On Mon, Mar 26, 2018 at 12:48 PM, Dinesh Kumar  wrote:

> Hi LJ,
>
> DB team is saying this is boz of "TX - row lock contention".
> "enq: TX - row lock contention" waits are generally related to the
> application code being executed and do not indicate a problem with the DB
> itself.
>
> The reason to this could be as the commit is still not issued , thus the
> lock is still not released. Causing other queries to wait for the lock.
>
>
> When they check the segments where most amount of waits are spent we could
> see that table T2457 takes about 95% of the time
>
> Thus all update queries running on table T2457 need to be checked by the
> application team
>
> TX lock is an application coding, design and usage problem and can ONLY be
> fixed by changing application code with more frequent and explicit COMMIT
> statements and any other minor code changes. DBA team cannot fix TX lock
> wait issues other than helping to identify the objects and commands causing
> the waits.
>
>
> Thanks,
>
> Dinesh kumar.
>
>
>
> On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing 
> wrote:
>
>> Well, for #1, you are issuing a query to the db that's not returning in
>> the 120 second timeoutfor #2 you are getting disconnected from the
>> DBboth scenarios are pointing to a DB that is either overwhelmed, or
>> under performing...I would highly recommend working with your DBA to figure
>> out what's happening at the DB level first.
>>
>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar  wrote:
>>
>>> Hi All,
>>>
>>> We are facing below issue in our environment which causes a higher
>>> impact and Business critical.
>>>
>>>
>>>
>>> SRM Fulfillment requests are not getting generated.
>>>
>>>
>>>
>>> The requests are getting struck in the *CAI Events* form in the Running
>>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>>>
>>> We could see that PDT’s are also not getting connected to the Service
>>> Requests. (adding screenshot).
>>>
>>>
>>>
>>>
>>>
>>> We are getting time out errors in the plugin and ARERR logs for the
>>> certain requests.
>>>
>>>
>>>
>>> *Error-1:*
>>>
>>>
>>>
>>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
>>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
>>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
>>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
>>> ERROR (94): Timeout during database query -- consider using more specific
>>> search criteria to narrow the results, and retry the operation;
>>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>>
>>>
>>>
>>> *Error-2:*
>>>
>>>
>>>
>>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
>>> (ARERR 552)
>>>
>>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>>
>>> Process ID: 315236
>>>
>>> Session ID: 411 Serial number: 60447
>>>
>>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
>>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
>>> = 'PDT5704'
>>>
>>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
>>> 592)
>>>
>>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
>>> not able to create any request fulfillment after that.  Then we need to
>>> manually release.
>>>
>>>
>>>
>>> Has one faced this kind of issues.
>>>
>>>
>>> Thanks,
>>>
>>> Dinesh kumar.
>>>
>>> --
>>> ARSList mailing list
>>> ARSList@arslist.org
>>> https://mailman.rrr.se/cgi/listinfo/arslist
>>>
>>>
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[Dinesh Kumar]

Hi LJ,

DB team is saying this is boz of "TX - row lock contention".
"enq: TX - row lock contention" waits are generally related to the
application code being executed and do not indicate a problem with the DB
itself.

The reason to this could be as the commit is still not issued , thus the
lock is still not released. Causing other queries to wait for the lock.


When they check the segments where most amount of waits are spent we could
see that table T2457 takes about 95% of the time

Thus all update queries running on table T2457 need to be checked by the
application team

TX lock is an application coding, design and usage problem and can ONLY be
fixed by changing application code with more frequent and explicit COMMIT
statements and any other minor code changes. DBA team cannot fix TX lock
wait issues other than helping to identify the objects and commands causing
the waits.


Thanks,

Dinesh kumar.



On Mon, Mar 26, 2018 at 8:03 PM, LJ LongWing  wrote:

> Well, for #1, you are issuing a query to the db that's not returning in
> the 120 second timeoutfor #2 you are getting disconnected from the
> DBboth scenarios are pointing to a DB that is either overwhelmed, or
> under performing...I would highly recommend working with your DBA to figure
> out what's happening at the DB level first.
>
> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar  wrote:
>
>> Hi All,
>>
>> We are facing below issue in our environment which causes a higher impact
>> and Business critical.
>>
>>
>>
>> SRM Fulfillment requests are not getting generated.
>>
>>
>>
>> The requests are getting struck in the *CAI Events* form in the Running
>> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>>
>> We could see that PDT’s are also not getting connected to the Service
>> Requests. (adding screenshot).
>>
>>
>>
>>
>>
>> We are getting time out errors in the plugin and ARERR logs for the
>> certain requests.
>>
>>
>>
>> *Error-1:*
>>
>>
>>
>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4]
>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
>> ERROR (94): Timeout during database query -- consider using more specific
>> search criteria to narrow the results, and retry the operation;
>> ATVIEUUSMS006:2000 ONC/RPC call timed out
>>
>>
>>
>> *Error-2:*
>>
>>
>>
>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
>> (ARERR 552)
>>
>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>>
>> Process ID: 315236
>>
>> Session ID: 411 Serial number: 60447
>>
>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
>> = 'PDT5704'
>>
>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
>> 592)
>>
>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
>> not able to create any request fulfillment after that.  Then we need to
>> manually release.
>>
>>
>>
>> Has one faced this kind of issues.
>>
>>
>> Thanks,
>>
>> Dinesh kumar.
>>
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>>
>>
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[Tauf Chowdhury]

Totally doing this from memory but I’m pretty sure the reason is that the query 
is looking at the product catalog form and timing out. You can try to be more 
specific in your query or do some tuning on those tables. 


Sent from my iPhone

> On Mar 26, 2018, at 2:03 PM, LJ LongWing  wrote:
> 
> Well, for #1, you are issuing a query to the db that's not returning in the 
> 120 second timeoutfor #2 you are getting disconnected from the DBboth 
> scenarios are pointing to a DB that is either overwhelmed, or under 
> performing...I would highly recommend working with your DBA to figure out 
> what's happening at the DB level first.
> 
>> On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar  wrote:
>> Hi All,
>> 
>> We are facing below issue in our environment which causes a higher impact 
>> and Business critical.
>>  
>> SRM Fulfillment requests are not getting generated.
>>  
>> The requests are getting struck in the CAI Events form in the Running status 
>> for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>> We could see that PDT’s are also not getting connected to the Service 
>> Requests. (adding screenshot).
>>  
>> 
>> 
>> We are getting time out errors in the plugin and ARERR logs for the certain 
>> requests.
>>  
>> Error-1:
>>  
>> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] 
>> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker 
>> (BaseEventWorker.java:166) - CAI plugin failed to update error code of 
>> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception. ERROR 
>> (94): Timeout during database query -- consider using more specific search 
>> criteria to narrow the results, and retry the operation; ATVIEUUSMS006:2000 
>> ONC/RPC call timed out
>>  
>> Error-2:
>>  
>> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed. (ARERR 
>> 552)
>> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>> Process ID: 315236
>> Session ID: 411 Serial number: 60447
>> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET 
>> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1 = 
>> 'PDT5704'
>> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE 592)
>> 
>> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are not 
>> able to create any request fulfillment after that.  Then we need to manually 
>> release.
>>  
>> Has one faced this kind of issues.
>> 
>> Thanks,
>> Dinesh kumar.
>> 
>> --
>> ARSList mailing list
>> ARSList@arslist.org
>> https://mailman.rrr.se/cgi/listinfo/arslist
>> 
> 
> -- 
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: SRM Fulfillment creation issue

[LJ LongWing]

Well, for #1, you are issuing a query to the db that's not returning in the
120 second timeoutfor #2 you are getting disconnected from the
DBboth scenarios are pointing to a DB that is either overwhelmed, or
under performing...I would highly recommend working with your DBA to figure
out what's happening at the DB level first.

On Mon, Mar 26, 2018 at 11:52 AM, Dinesh Kumar  wrote:

> Hi All,
>
> We are facing below issue in our environment which causes a higher impact
> and Business critical.
>
>
>
> SRM Fulfillment requests are not getting generated.
>
>
>
> The requests are getting struck in the *CAI Events* form in the Running
> status for all the events (SRM_OUT_RESTART_SR_SUBMIT, TMS_OUT_GET_DATA).
>
> We could see that PDT’s are also not getting connected to the Service
> Requests. (adding screenshot).
>
>
>
>
>
> We are getting time out errors in the plugin and ARERR logs for the
> certain requests.
>
>
>
> *Error-1:*
>
>
>
> 2018-02-14 09:12:55,772 ERROR [pool-2-thread-4] 
> com.bmc.itsm.cai.filterapi.cai.worker.BaseEventWorker
> (BaseEventWorker.java:166) - CAI plugin failed to update error code of
> event:TMHAA5V0GJ3KKAPEER8HBGHK64BVRP. Failed with following exception.
> ERROR (94): Timeout during database query -- consider using more specific
> search criteria to narrow the results, and retry the operation;
> ATVIEUUSMS006:2000 ONC/RPC call timed out
>
>
>
> *Error-2:*
>
>
>
> Wed Feb 14 09:24:49 2018 390627 : The SQL database operation failed.
> (ARERR 552)
>
> Wed Feb 14 09:24:49 2018 ORA-03135: connection lost contact
>
> Process ID: 315236
>
> Session ID: 411 Serial number: 60447
>
> Wed Feb 14 09:24:49 2018 lastsql UPDATE T2457 SET
> C112=';100018;',C5='Remedy Application Service',C6=1518531886 WHERE C1
> = 'PDT5704'
>
> Wed Feb 14 09:24:53 2018 390627 : SQL database is now available (ARNOTE
> 592)
>
> SRM:ProcessDefinitionTemplate_Base(T2457) is getting locked and we are
> not able to create any request fulfillment after that.  Then we need to
> manually release.
>
>
>
> Has one faced this kind of issues.
>
>
> Thanks,
>
> Dinesh kumar.
>
> --
> ARSList mailing list
> ARSList@arslist.org
> https://mailman.rrr.se/cgi/listinfo/arslist
>
>
-- 
ARSList mailing list
ARSList@arslist.org
https://mailman.rrr.se/cgi/listinfo/arslist

Re: Srm AIF form

[Ingrey, Rosemary]

Have you set the field properties appropriately?

Eg, Visible, appropriate permissions applied? If it’s on a panel, is the panel 
expanded/visible?

Rosemary Ingrey | Remedy Technical Lead - ITSM Development | Ph: +61 (0) 466 
015 419 |• 
rosemary.ing...@westpac.com.au<mailto:rosemary.ing...@btfinancialgroup.com>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rajat Sharma
Sent: Friday, 29 September 2017 8:55 PM
To: arslist@ARSLIST.ORG
Subject: Re: Srm AIF form

**
Yes, I  did

On Sep 29, 2017 2:04 PM, "Chris Jones" 
<chris.jo...@arameasoftware.com<mailto:chris.jo...@arameasoftware.com>> wrote:
**
Hi Rajat,

have you re-sync'd your mid-tier cache via the Mid-tier configuration tool?

Regards,

Chris


On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma 
<rajatcome...@gmail.com<mailto:rajatcome...@gmail.com>> wrote:
**
Hi Team,

I am trying to add/modify existing fields in already created AIF. I am able to 
see the changes in dev studio but unable to see the changes in the SRM form in 
Mid tier. I also tried changing the backend mapping in the SRD questions and 
mapping sections but no help.

Can you experts please let me know the exact steps to modify the existing 
backend mapping of SRD or any suggestions in this regards.

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



--

Chris Jones, Director

Email: chris.jo...@arameasoftware.com<mailto:chris.jo...@arameasoftware.com>

Cell: +44 (0)7756 919 818

UK: +44 203-514-3079 US: +1 321-710-7201

Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United 
Kingdom<https://maps.google.com/?q=207+Regent+Street,+London+W1B+3HH,+United+Kingdom=gmail=g>

Company Registration Number: 08503253 VAT Number: GB171863492

www.arameasoftware.com<http://www.arameasoftware.com/>
_ARSlist: "Where the Answers Are" and have been for 20 years_
_ARSlist: "Where the Answers Are" and have been for 20 years_

Confidential communication
Westpac Banking Corporation (ABN 33 007 457 141)
Westpac Institutional Bank is a division of Westpac Banking Corporation


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

Re: Srm AIF form

[Rajat Sharma]

Yes, I  did

On Sep 29, 2017 2:04 PM, "Chris Jones" 
wrote:

> **
> Hi Rajat,
>
> have you re-sync'd your mid-tier cache via the Mid-tier configuration tool?
>
> Regards,
>
> Chris
>
>
> On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma 
> wrote:
>
>> **
>> Hi Team,
>>
>> I am trying to add/modify existing fields in already created AIF. I am
>> able to see the changes in dev studio but unable to see the changes in the
>> SRM form in Mid tier. I also tried changing the backend mapping in the SRD
>> questions and mapping sections but no help.
>>
>> Can you experts please let me know the exact steps to modify the existing
>> backend mapping of SRD or any suggestions in this regards.
>>
>> Thanks,
>> Rajat
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
>
>
> --
>
> *Chris Jones, *Director
>
> Email: chris.jo...@arameasoftware.com
>
> Cell: +44 (0)7756 919 818
>
> UK: +44 203-514-3079 US: +1 321-710-7201
>
> Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United Kingdom
> 
>
> Company Registration Number: 08503253 VAT Number: GB171863492
>
> www.arameasoftware.com
> _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: Srm AIF form

[Chris Jones]

Hi Rajat,

have you re-sync'd your mid-tier cache via the Mid-tier configuration tool?

Regards,

Chris


On Fri, Sep 29, 2017 at 6:13 AM, Rajat Sharma 
wrote:

> **
> Hi Team,
>
> I am trying to add/modify existing fields in already created AIF. I am
> able to see the changes in dev studio but unable to see the changes in the
> SRM form in Mid tier. I also tried changing the backend mapping in the SRD
> questions and mapping sections but no help.
>
> Can you experts please let me know the exact steps to modify the existing
> backend mapping of SRD or any suggestions in this regards.
>
> Thanks,
> Rajat
> _ARSlist: "Where the Answers Are" and have been for 20 years_




-- 

*Chris Jones, *Director

Email: chris.jo...@arameasoftware.com

Cell: +44 (0)7756 919 818

UK: +44 203-514-3079 US: +1 321-710-7201

Aramea Ltd, 3rd Floor, 207 Regent Street, London W1B 3HH, United Kingdom

Company Registration Number: 08503253 VAT Number: GB171863492

www.arameasoftware.com

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

Re: SRM Group Approval Issue

[Chetan Shinde]

Please check if  the approval chain configured for the Group approval has
the correct qualification and references. That will help you track down the
issue.

Regards,
Chetan Shinde

On Wed, Feb 10, 2016 at 7:43 AM, babajan baig  wrote:

> **
> Hello Team,
>
> We are facing an issue with SRM Group Approval issue. Below are the
> details about the issue:
>
> 1. SRD is configured with Approval Type = Group and selected the Support
> Group
> 2. There are a few people having request approver functional role under
> the Support Group.
> 3. When the request is Submitted, Request Status goes to Waiting Approval
> but unable to see the Approvers list/under the Approvals Tab.
>
> We have tried with different support groups as well but not working.
>
> Kindly Suggest how we can fix this issue.
> _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: SRM Group Approval Issue

[babajan baig]

Hello Chetan,

There are no approval chains configured.

SRD approval type is set to Group but not CUSTOM..


Regards,
-Babajan.

On Wed, Feb 10, 2016 at 8:03 PM, Chetan Shinde 
wrote:

> **
> Please check if  the approval chain configured for the Group approval has
> the correct qualification and references. That will help you track down the
> issue.
>
> Regards,
> Chetan Shinde
>
> On Wed, Feb 10, 2016 at 7:43 AM, babajan baig 
> wrote:
>
>> **
>> Hello Team,
>>
>> We are facing an issue with SRM Group Approval issue. Below are the
>> details about the issue:
>>
>> 1. SRD is configured with Approval Type = Group and selected the Support
>> Group
>> 2. There are a few people having request approver functional role under
>> the Support Group.
>> 3. When the request is Submitted, Request Status goes to Waiting Approval
>> but unable to see the Approvers list/under the Approvals Tab.
>>
>> We have tried with different support groups as well but not working.
>>
>> Kindly Suggest how we can fix this issue.
>> _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: SRM Group Approval Issue

[onkar shinde]

Hi,

Just to start with some basic troubleshooting..
Could you check if the approvals are stuck in Application Pending form.

Check If you see the New Details records created for today...

Thanks
Onkar.
On 10-Feb-2016 11:07 pm, "babajan baig"  wrote:

> **
> Hello Chetan,
>
> There are no approval chains configured.
>
> SRD approval type is set to Group but not CUSTOM..
>
>
> Regards,
> -Babajan.
>
> On Wed, Feb 10, 2016 at 8:03 PM, Chetan Shinde 
> wrote:
>
>> **
>> Please check if  the approval chain configured for the Group approval has
>> the correct qualification and references. That will help you track down the
>> issue.
>>
>> Regards,
>> Chetan Shinde
>>
>> On Wed, Feb 10, 2016 at 7:43 AM, babajan baig 
>> wrote:
>>
>>> **
>>> Hello Team,
>>>
>>> We are facing an issue with SRM Group Approval issue. Below are the
>>> details about the issue:
>>>
>>> 1. SRD is configured with Approval Type = Group and selected the Support
>>> Group
>>> 2. There are a few people having request approver functional role under
>>> the Support Group.
>>> 3. When the request is Submitted, Request Status goes to Waiting
>>> Approval but unable to see the Approvers list/under the Approvals Tab.
>>>
>>> We have tried with different support groups as well but not working.
>>>
>>> Kindly Suggest how we can fix this issue.
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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

Re: SRM Group Approval Issue

[Chetan Shinde]

so in SRD if you set Approval Type- Group, then there has to be a Approval
Chain defined for the type - Group. Without this configuration the approval
workflow will not trigger  and no approvers would be attached. OOTB there
is an approval chain you get for Manager approval(inidividual approval) and
also for Group approval(level approval)
Hope this helps or let me know if you need more info.

Regards,
Chetan Shinde

On Wed, Feb 10, 2016 at 10:42 AM, babajan baig 
wrote:

> **
> Hello Chetan,
>
> There are no approval chains configured.
>
> SRD approval type is set to Group but not CUSTOM..
>
>
> Regards,
> -Babajan.
>
> On Wed, Feb 10, 2016 at 8:03 PM, Chetan Shinde 
> wrote:
>
>> **
>> Please check if  the approval chain configured for the Group approval has
>> the correct qualification and references. That will help you track down the
>> issue.
>>
>> Regards,
>> Chetan Shinde
>>
>> On Wed, Feb 10, 2016 at 7:43 AM, babajan baig 
>> wrote:
>>
>>> **
>>> Hello Team,
>>>
>>> We are facing an issue with SRM Group Approval issue. Below are the
>>> details about the issue:
>>>
>>> 1. SRD is configured with Approval Type = Group and selected the Support
>>> Group
>>> 2. There are a few people having request approver functional role under
>>> the Support Group.
>>> 3. When the request is Submitted, Request Status goes to Waiting
>>> Approval but unable to see the Approvers list/under the Approvals Tab.
>>>
>>> We have tried with different support groups as well but not working.
>>>
>>> Kindly Suggest how we can fix this issue.
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>

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

Re: SRM Interface Create Question - Probably a Beginner Question

[Kevin Shaffer]

Awesome, thanks for the prompt response.


[Partner Logo-EmailSig]<http://www.partneritsm.com/>
Kevin Shaffer, Senior Partner
Partner IT, Inc.
(O) 888-380-8899
(C) 316-208-5341
(F) 708-887-1704

[ZA104088553]<https://twitter.com/partnerITSM> [ZA104088555] 
<http://www.linkedin.com/company/partner-it-inc->  [ZA104088556] 
<https://www.youtube.com/user/partnerITSM>

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Thursday, November 05, 2015 11:21 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Interface Create Question - Probably a Beginner Question

**

Hi,
The SRM interface form is not designed to accept question answers, so it can 
only be used to invoke a simple request.

If you require to map variables through, you need to use the CAI interface form 
to populate the variables and trigger the associated actions that would occur 
when invoking from SRM directly.

Kind Regards,
Carl Wilson
On 5 Nov 2015 19:00, "Kevin Shaffer" 
<kshaf...@partneritsm.com<mailto:kshaf...@partneritsm.com>> wrote:
**
ARS 7.6.04
SRM 7.6.04

I am sure this is a beginner’s question so I apologize up front.

Scenario
I have a basic PDT with a condition.  The question is “Is the Sky Blue”, if Yes 
it will create an Incident, if No it will create a Work Order.
When I submit a request through the Request Entry Console I get my desired 
results.

Issue
We are using SRM:Interface_Create form for an integration point.  I don’t know 
how we answer the questions using the interface create form so what we did was 
put the answer to the question “Is the Sky Blue” in SR Type field 1.  In my SRD 
on the Variable Mapping I have my variable “SkyBlue” mapped to ‘SR Field 1’ and 
on the SR Field Mapping tab I have SR Type 1 mapped to “SkyBlue” (internally 
represented response).  In the interface create form I see SR Type 1 populated 
with Yes or No but it is not passing to the SRM:Request form, therefore all 
records created in the interface create form are creating work orders because 
the condition is being met for Work Orders

Questions:


1.Do I have this configured wrong?

2.   When would I use User Displayed Response vs Internally Represented 
Response?

3.   When I create a Service Request via Request Entry console, I can click 
on Request Details and see the responses to my question on the first tab.  When 
I create a Service Request via WebServices, and then check the status by 
clicking on Request Details on the Request Entry Console, the responses to my 
question cannot be seen.  Is this expected behavior?

Hope this makes sense.  Bottom line is I need the web service to create a 
request based on the response to a question.

Any direction would be appreciated.

Thanks


[Partner Logo-EmailSig]<http://www.partneritsm.com/>
Kevin Shaffer, Senior Partner
Partner IT, Inc.
(O) 888-380-8899
(C) 316-208-5341
(F) 708-887-1704

[ZA104088553]<https://twitter.com/partnerITSM>[ZA104088555]<http://www.linkedin.com/company/partner-it-inc->
 [ZA104088556] <https://www.youtube.com/user/partnerITSM>

_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: SRM Interface Create Question - Probably a Beginner Question

[Carl Wilson]

Hi,
The SRM interface form is not designed to accept question answers, so it
can only be used to invoke a simple request.

If you require to map variables through, you need to use the CAI interface
form to populate the variables and trigger the associated actions that
would occur when invoking from SRM directly.

Kind Regards,
Carl Wilson
On 5 Nov 2015 19:00, "Kevin Shaffer"  wrote:

> **
>
> ARS 7.6.04
>
> SRM 7.6.04
>
>
>
> I am sure this is a beginner’s question so I apologize up front.
>
>
>
> Scenario
>
> I have a basic PDT with a condition.  The question is “Is the Sky Blue”,
> if Yes it will create an Incident, if No it will create a Work Order.
>
> When I submit a request through the Request Entry Console I get my desired
> results.
>
>
>
> Issue
>
> We are using SRM:Interface_Create form for an integration point.  I don’t
> know how we answer the questions using the interface create form so what we
> did was put the answer to the question “Is the Sky Blue” in SR Type field
> 1.  In my SRD on the Variable Mapping I have my variable “SkyBlue” mapped
> to ‘SR Field 1’ and on the SR Field Mapping tab I have SR Type 1 mapped to
> “SkyBlue” (internally represented response).  In the interface create form
> I see SR Type 1 populated with Yes or No but it is not passing to the
> SRM:Request form, therefore all records created in the interface create
> form are creating work orders because the condition is being met for Work
> Orders
>
>
>
> Questions:
>
>
>
> 1.Do I have this configured wrong?
>
> 2.   When would I use User Displayed Response vs Internally
> Represented Response?
>
> 3.   When I create a Service Request via Request Entry console, I can
> click on Request Details and see the responses to my question on the first
> tab.  When I create a Service Request via WebServices, and then check the
> status by clicking on Request Details on the Request Entry Console, the
> responses to my question cannot be seen.  Is this expected behavior?
>
>
>
> Hope this makes sense.  Bottom line is I need the web service to create a
> request based on the response to a question.
>
>
>
> Any direction would be appreciated.
>
>
>
> Thanks
>
>
>
>
>
> [image: Partner Logo-EmailSig] 
>
> Kevin Shaffer, Senior Partner
>
> Partner IT, Inc.
>
> (O) 888-380-8899
>
> (C) 316-208-5341
>
> (F) 708-887-1704
>
>
>
> [image: ZA104088553]  [image:
> ZA104088555]  [image:
> ZA104088556] 
>
>
> _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: SRM 8.1 SP2 On Behalf Of Issues

[Tauf Chowdhury]

Lisa,
With the user you are logged in as, can you do the same last name search on the 
People form without filling out the company? Similar results or do you see all? 

Sent from my iPhone

 On Aug 10, 2015, at 10:42 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
 lisa.kemes@dla.mil wrote:
 
 8.1 SP2 AR System and Oracle Database.
 
 I created a On Behalf Of setting that uses Global for Requested by and 
 Requested For, so I should see all users when I search on a last name 
 correct? 
 
 I don't, I only see a fraction of the amount of users I should see when 
 searching on the last name (Miller for example).  I should see more than 100 
 Millers, but I only see 5.  I compared all of them and I can't fine any rhyme 
 or reason why I should be able to see them all. 
 
 Seems like a really easy setting to set, but it's not giving me the results 
 that I think I should see.  Even though we are set for Multi-Tenancy, we only 
 have 1 company set up. 
 
 I even tried adding the On Behalf Of Setting for our company (In addition to 
 Global) and I'm still not able to view all the users with a last name of 
 Miller when I do my search.
 
 Plus, even though we have FTS enabled, the search box does not bring up 
 ANYTHING when searching for miller.  Only Miller will bring back data. 
 
 Anyone have any ideas?
 
 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

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

Re: SRM 8.1 SP2 On Behalf Of Issues

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

Our max query is set to 0, so everything should come back and be listed in my 
opinion correct?

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar
Sent: Monday, August 10, 2015 11:00 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 8.1 SP2 On Behalf Of Issues

** 
What is the max query set to? Did you tried setting it to 0 and has same result?

Just wanted to understand the returning SQL not return result based on max 
query parameter set.

Regards,
Vaibhav 

On Mon, Aug 10, 2015 at 9:42 AM Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
lisa.kemes@dla.mil wrote:


8.1 SP2 AR System and Oracle Database.

I created a On Behalf Of setting that uses Global for Requested by and 
Requested For, so I should see all users when I search on a last name correct?

I don't, I only see a fraction of the amount of users I should see when 
searching on the last name (Miller for example).  I should see more than 100 
Millers, but I only see 5.  I compared all of them and I can't fine any rhyme 
or reason why I should be able to see them all.

Seems like a really easy setting to set, but it's not giving me the 
results that I think I should see.  Even though we are set for Multi-Tenancy, 
we only have 1 company set up.

I even tried adding the On Behalf Of Setting for our company (In 
addition to Global) and I'm still not able to view all the users with a last 
name of Miller when I do my search.

Plus, even though we have FTS enabled, the search box does not bring up 
ANYTHING when searching for miller.  Only Miller will bring back data.

Anyone have any ideas?

Lisa Kemes
Remedy Consultant
Dev Technology Group
DLA Office: (717) 770-6437
Cell Phone: (717) 602-9460
lisa.ke...@devtechnology.com


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


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

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

Re: SRM 8.1 SP2 On Behalf Of Issues

[Kemes, Lisa A DLA CTR INFORMATION OPERATIONS]

I see all of them, that's how I know there's more than 5 Miller's.  And they 
are all enabled.  I tested 1 that I see in the list and one that I don't, and 
they are EXACTLY the same (except for Org and dept, etc).  But that shouldn't 
matter about the org and dept if I set the OBO to  Global-

I may need to get BMC to try to explain this to me, maybe it's a defect?

Lisa

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Tuesday, August 11, 2015 8:53 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 8.1 SP2 On Behalf Of Issues

Lisa,
With the user you are logged in as, can you do the same last name search on the 
People form without filling out the company? Similar results or do you see all? 

Sent from my iPhone

 On Aug 10, 2015, at 10:42 AM, Kemes, Lisa A DLA CTR INFORMATION OPERATIONS 
 lisa.kemes@dla.mil wrote:
 
 8.1 SP2 AR System and Oracle Database.
 
 I created a On Behalf Of setting that uses Global for Requested by and 
 Requested For, so I should see all users when I search on a last name 
 correct? 
 
 I don't, I only see a fraction of the amount of users I should see when 
 searching on the last name (Miller for example).  I should see more than 100 
 Millers, but I only see 5.  I compared all of them and I can't fine any rhyme 
 or reason why I should be able to see them all. 
 
 Seems like a really easy setting to set, but it's not giving me the results 
 that I think I should see.  Even though we are set for Multi-Tenancy, we only 
 have 1 company set up. 
 
 I even tried adding the On Behalf Of Setting for our company (In addition to 
 Global) and I'm still not able to view all the users with a last name of 
 Miller when I do my search.
 
 Plus, even though we have FTS enabled, the search box does not bring up 
 ANYTHING when searching for miller.  Only Miller will bring back data. 
 
 Anyone have any ideas?
 
 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com
 
 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 Where the Answers Are, and have been for 20 years

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

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

Re: SRM 8.1 SP2 On Behalf Of Issues

[vaibhav wadekar]

What is the max query set to? Did you tried setting it to 0 and has same
result?

Just wanted to understand the returning SQL not return result based on max
query parameter set.

Regards,
Vaibhav

On Mon, Aug 10, 2015 at 9:42 AM Kemes, Lisa A DLA CTR INFORMATION
OPERATIONS lisa.kemes@dla.mil wrote:

 8.1 SP2 AR System and Oracle Database.

 I created a On Behalf Of setting that uses Global for Requested by and
 Requested For, so I should see all users when I search on a last name
 correct?

 I don't, I only see a fraction of the amount of users I should see when
 searching on the last name (Miller for example).  I should see more than
 100 Millers, but I only see 5.  I compared all of them and I can't fine any
 rhyme or reason why I should be able to see them all.

 Seems like a really easy setting to set, but it's not giving me the
 results that I think I should see.  Even though we are set for
 Multi-Tenancy, we only have 1 company set up.

 I even tried adding the On Behalf Of Setting for our company (In addition
 to Global) and I'm still not able to view all the users with a last name of
 Miller when I do my search.

 Plus, even though we have FTS enabled, the search box does not bring up
 ANYTHING when searching for miller.  Only Miller will bring back data.

 Anyone have any ideas?

 Lisa Kemes
 Remedy Consultant
 Dev Technology Group
 DLA Office: (717) 770-6437
 Cell Phone: (717) 602-9460
 lisa.ke...@devtechnology.com


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


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

Re: SRM Self Service - Password Reset

[Nilesh Uddhavrao Janjire]

Hi Brad,

To achieve this functionality we need to follow below steps:

1. We can achieve this using AIF forms in SRM , which contains design of Login 
form as you required.
2. We need to create manual workflows for this.
3. On AIF form we need to take all these login form fields , and one 'forget 
password button'.
4. On click of this button , we can open another window/ form where we can take 
answers of questions from user who have forgot the password.
5. we can ask him answers or else registered email id, if registered email id 
is correct then we can send automatically generated password to him on his 
registered email id.  
6.Now he can login with dummy password provided on his registered email id and 
then reset it again.



HTH :)  Kindly revert.



T.E.A.M. = Together Everyone Achieves More!

Thanks  Regards,
___
Nilesh Janjire
BMC Remedy Engineer
Vyom Labs Pvt. Ltd. 
BSM Solutions  Services||ITIL Consulting  Training 
E-Mail: nilesh.janj...@vyomlabs.com
Contact:8087749833/9421979437 

Success with fear of loosing it is Luck ! whereas Success with confidence is 
Achievement !

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

Re: SRM Product Ordering Feature

[Carl Wilson]

Hi,
Yes, we have used this at my current customer however we modified it to only 
have one selection available as there is a third party that fulfils the request 
(Software) via automation - therefore it was one request per selection.  We 
only used the AIF and built a simple PDT for the fulfilment into Work Order.
We will open it up to Hardware later in the year and possibly allow multiple 
selections (via the Work Order Type Fields).

The OOB PDT that comes with this assumes you have a very mature processes in 
place, so it might be too complex for some organisations.

Kind Regards,
 
Carl Wilson
 
http://www.missingpiecessoftware.com/

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Veronica Soriano
Sent: 18 March 2015 21:28
To: arslist@ARSLIST.ORG
Subject: SRM Product Orderinig Feature

Has anyone implemented the SRM Product Ordering Feature.  I prototyped this 
feature and it looks promising for one of my customer's requirements.  Just 
want to see if there are any issues I should be aware of.  Thank you.

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

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

Re: SRM Surveys Multi-Tenancy

[Jayesh]

Hi,

This is OOTB as it uses a hard coded SRD for each fulfillment application.

You have to customize in such a way, it can pick up the different internal SRD 
based on the tenant under which incident is created and then in turn SRD can 
have tenant specific surveys n questions.

Others might have different apporach than mine. Would like to hear from them

You can raise this as an idea also in communities as many customers like you 
are requesting this.

Regards,
Jayesh

-Original Message-
From: Hennigan, Sandra, CTR, DSS sandra.hennigan@dss.mil
Sent: ‎10-‎03-‎2015 08:32 PM
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Subject: SRM Surveys  Multi-Tenancy

ARS 8.1.01
ITSM 8.1.01

SRM Surveys have been successfully turned on.

My question is regarding SRM Surveys  Multi-Tenancy. The issue I have is the 
inability to use separate Survey Questions by Company in our Multi-Tenancy 
environment. 

I know that singularly, a Survey can be attached to a SRD but only our customer 
users submit a request from the Request Entry Console using SRDs.  All other 
Incidents are submitted by analyst using the Incident form. The Service Desk 
Incident, which allows every Incident to create a Service Request, allows for 
only a single -Global- Survey to be selected. 

Does anyone know if it is possible to setup a Service Desk Incident by Company 
so that Survey control belongs to each Company? Your assistance is greatly 
appreciated.

Thank you,

Sandra

Sandra Hennigan
DSS ITSS BMC ITSM Developer
Office: 571-305-6579
CACI Email: shenni...@caci.com
NIPR Email: sandra.hennigan@dss.mil
DSS Service Desk: 1.866.377.4846 or dssitsupp...@dss.mil

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

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

Re: SRM Approval Chain with SRM-Level and SRM-AdHoc approval proces

[Nagidi Pavan]

Hi Onkar,

Please let us know if you could find any solution to you problem. If YES,
could you please share the solution!

Thanks in advance.

On Wed, Dec 31, 2014 at 3:46 PM, onkar shinde onkarbshi...@gmail.com
wrote:

 **
 Hi Experts,

 I am trying to develop the SRM approval chain for Client's one requirement.

 Here is the scenario:

 1. There would be 2 designated approvals for each SR. (Level wise, they
 should approve one after another and then only SR should get initiated)
 2. If end user enters any approver's name explicitly (i.e AdHoc approval
 process), then SR should 1st go to this particular approval and then after
 its approval should trigger above level approval process.


 I am able to designed this process, but thing is when Adhoc approver
 approves the request, the SR status moves into Initiated. However other
 Level Process is invoked and their signature do get attached to request for
 their approval, but that is of hardly any meaning. (as SR is already got
 initiated after adhoc approver's approval)

 I know this is the AdHoc approval process and this is the way it works.

 Does any one modify and added extra approval rules to get this kind of
 working done or any similar to that.

 Ideas are welcome.

 Thanks.

 --
 Regards,
 Onkar Shinde
 Senior Software Engineer
 Vyom Labs Pvt. Ltd.
 BSM Solutions  Services || ITIL Consulting  Training

 Telephone: +91-20-6632-1000
 Mobile: +91-7709008719
 Email: onkar.shi...@vyomlabs.com
 Web: www.vyomlabs.com

  _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: SRM Request Portal

[laurent matheo]

Hope you liked the doc :)

Actually if you attended my Wwrug2013 breakout you had more info on some 
modifications on skinning and identifying srm resources for example skinning 
the service request list.
And if you attended the BMC Engage 2014 one you had more goods like calling 
active links, javascript code (and getting answers) or more from a standard 
service request :)

As for the question the text should be quite easy to modify if you follow the 
doc, on the default choice I dunno, it'll depend I guess if it's indeed in a 
javascript code in the jar file but I'll have to check, but not until this week 
end, I'm travelling now :p

The question is actually if nothing is selected what do you want to display on 
the right side, nothing or a screen? And what about the left side, just the 
list and nothing selected?


Ps:
I don't know if I can share the resources I mentioned soo well... I 
know some here do have them :)

Mobilis in Mobile.

 Le 13 janv. 2015 à 20:57, Pierson, Shawn shawn.pier...@energytransfer.com a 
 écrit :
 
 Funny, I've been looking at modifying SRM and am working on something related 
 to it right now, and happened to come across the solution to at least part of 
 your request:
 
 https://communities.bmc.com/docs/DOC-23501
 
 Basically, you'll have to edit the jar file attached to the Data 
 Visualization Module Registration form with a description of SRS Service 
 Request Console DVF, then reupload that attachment with the new name for the 
 label for available services, and if you can find an option to de-select an 
 SRM form.  Just remember if you do this, you could lose your changes to 
 upgrades and/or patches and that it will only apply to that SRM form so it 
 shouldn't carry over to things like My IT.
 
 Thanks,
 
 Shawn Pierson 
 Remedy Developer | Energy Transfer
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
 Sent: Tuesday, January 13, 2015 1:37 PM
 To: arslist@ARSLIST.ORG
 Subject: SRM Request Portal
 
 I have been searching and cannot find how to modify the following:
 
 On the SRM Request Entry portal (where the user can browse to submit from 
 posted SRDs) on the Browse frame, the label is Available Services. The 
 top SRD is by default selected. My customer wants the label Available 
 Services changed to Select a Service and to have no SRD pre-selected.
 
 Any ideas? Your assistance is appreciated.
 
 ARS  ITSM - version 8.1.01
 SQL db
 
 
 Thank you,
 
 Sandra
 
 Sandra Hennigan
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 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.
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

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

Re: SRM Request Portal

[Pierson, Shawn]

Funny, I've been looking at modifying SRM and am working on something related 
to it right now, and happened to come across the solution to at least part of 
your request:

https://communities.bmc.com/docs/DOC-23501

Basically, you'll have to edit the jar file attached to the Data Visualization 
Module Registration form with a description of SRS Service Request Console 
DVF, then reupload that attachment with the new name for the label for 
available services, and if you can find an option to de-select an SRM form.  
Just remember if you do this, you could lose your changes to upgrades and/or 
patches and that it will only apply to that SRM form so it shouldn't carry over 
to things like My IT.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Tuesday, January 13, 2015 1:37 PM
To: arslist@ARSLIST.ORG
Subject: SRM Request Portal

I have been searching and cannot find how to modify the following:

On the SRM Request Entry portal (where the user can browse to submit from 
posted SRDs) on the Browse frame, the label is Available Services. The top 
SRD is by default selected. My customer wants the label Available Services 
changed to Select a Service and to have no SRD pre-selected.

Any ideas? Your assistance is appreciated.

ARS  ITSM - version 8.1.01
SQL db


Thank you,

Sandra

Sandra Hennigan

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

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

Re: SRM Request Portal

[Hennigan, Sandra, CTR, DSS]

Shawn,

Thanks for the doc - I will check it out.

Thank you,

Sandra

Sandra Hennigan


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: Tuesday, January 13, 2015 2:57 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Request Portal

Funny, I've been looking at modifying SRM and am working on something related 
to it right now, and happened to come across the solution to at least part of 
your request:

https://communities.bmc.com/docs/DOC-23501

Basically, you'll have to edit the jar file attached to the Data Visualization 
Module Registration form with a description of SRS Service Request Console 
DVF, then reupload that attachment with the new name for the label for 
available services, and if you can find an option to de-select an SRM form.  
Just remember if you do this, you could lose your changes to upgrades and/or 
patches and that it will only apply to that SRM form so it shouldn't carry over 
to things like My IT.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
Sent: Tuesday, January 13, 2015 1:37 PM
To: arslist@ARSLIST.ORG
Subject: SRM Request Portal

I have been searching and cannot find how to modify the following:

On the SRM Request Entry portal (where the user can browse to submit from 
posted SRDs) on the Browse frame, the label is Available Services. The top 
SRD is by default selected. My customer wants the label Available Services 
changed to Select a Service and to have no SRD pre-selected.

Any ideas? Your assistance is appreciated.

ARS  ITSM - version 8.1.01
SQL db


Thank you,

Sandra

Sandra Hennigan

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

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

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

Re: SRM Request Portal

[Hennigan, Sandra, CTR, DSS]

Thank you, Laurent. I have not yet had chance to review the doc but will let 
you know.

Sandra

Sandra Hennigan


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of laurent matheo
Sent: Tuesday, January 13, 2015 3:14 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Request Portal

Hope you liked the doc :)

Actually if you attended my Wwrug2013 breakout you had more info on some 
modifications on skinning and identifying srm resources for example skinning 
the service request list.
And if you attended the BMC Engage 2014 one you had more goods like calling 
active links, javascript code (and getting answers) or more from a standard 
service request :)

As for the question the text should be quite easy to modify if you follow the 
doc, on the default choice I dunno, it'll depend I guess if it's indeed in a 
javascript code in the jar file but I'll have to check, but not until this week 
end, I'm travelling now :p

The question is actually if nothing is selected what do you want to display on 
the right side, nothing or a screen? And what about the left side, just the 
list and nothing selected?


Ps:
I don't know if I can share the resources I mentioned soo well... I 
know some here do have them :)

Mobilis in Mobile.

 Le 13 janv. 2015 à 20:57, Pierson, Shawn shawn.pier...@energytransfer.com a 
 écrit :
 
 Funny, I've been looking at modifying SRM and am working on something related 
 to it right now, and happened to come across the solution to at least part of 
 your request:
 
 https://communities.bmc.com/docs/DOC-23501
 
 Basically, you'll have to edit the jar file attached to the Data 
 Visualization Module Registration form with a description of SRS Service 
 Request Console DVF, then reupload that attachment with the new name for the 
 label for available services, and if you can find an option to de-select an 
 SRM form.  Just remember if you do this, you could lose your changes to 
 upgrades and/or patches and that it will only apply to that SRM form so it 
 shouldn't carry over to things like My IT.
 
 Thanks,
 
 Shawn Pierson
 Remedy Developer | Energy Transfer
 
 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Hennigan, Sandra, CTR, DSS
 Sent: Tuesday, January 13, 2015 1:37 PM
 To: arslist@ARSLIST.ORG
 Subject: SRM Request Portal
 
 I have been searching and cannot find how to modify the following:
 
 On the SRM Request Entry portal (where the user can browse to submit from 
 posted SRDs) on the Browse frame, the label is Available Services. The 
 top SRD is by default selected. My customer wants the label Available 
 Services changed to Select a Service and to have no SRD pre-selected.
 
 Any ideas? Your assistance is appreciated.
 
 ARS  ITSM - version 8.1.01
 SQL db
 
 
 Thank you,
 
 Sandra
 
 Sandra Hennigan
 
 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 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.
 
 __
 _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
 Where the Answers Are, and have been for 20 years

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

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

Re: SRM

[Padma Rao]

Hi Kathy

You can relate service targets to SRDs from the SLM tab on the SRD form. Is 
that what you are looking for or are you asking about the run-time service 
requests and tracking service targets attached to them?

Pam

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

Re: SRM, Change Templates Global Process Flow

[shivkumar manakshe]

 
Hello RozzT,
 
You can check the class information on both Change Requests (one with Request 
for Change status and another with Scheduled status)
 
For scheduled status change request, mostly the class information seems to be 
set as ‘No-Impact’ which will take the change request to Scheduled status if no 
Change Manager information is provided on Change request when it gets created 
from SRM application.
 
This transaction is getting executed with 'Change Level Business - No Impact' 
Approval Configure process form record.
 
Hope this information wouldbe useful to you.
 
 


From: RozzT rosalin...@yahoo.com
To: arslist@ARSLIST.ORG 
Sent: Wednesday, 19 February 2014 10:25 PM
Subject: SRM, Change Templates  Global Process Flow


Good morning Remedy Listers

Got a strange one... we can't recreate the issue and it happens randomly for 
various Users.

So here's the deal:

User enters a Service Request that's linked to a Change Request Template - 
which uses the -Global- Process Flow.

With the Global process flow - a newly created Change Request, using the Change 
Request Template with the -Global- Process Flow,  generated through the Service 
Request should have the Status of Request For Change.

However, some Service Requests, using the Change Request Template with the 
-Global- Process Flow are generating Change Requests with the Status of 
Scheduled.

What could be causing some Change Requests, using the Change Request Template 
with the -Global- Process Flow, to create a Change Request with the Status of 
Scheduled instead of Request For Change?

I'm fresh out of ideas...

Anybody?

Thanks
RozzT

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

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

Re: SRM - Global SRD using an Application Template

[Tauf Chowdhury]

Kevin,
Not sure what you tried but I've gotten it to work using a method Carl Wilson 
suggested which is opening up the SRD in the base form, and adding the group ID 
of the company or entitlement group in field 179. 

Sent from my iPhone

 On Feb 19, 2014, at 4:34 PM, Kevin Shaffer kevin_l_shaf...@hotmail.com 
 wrote:
 
 **
 ARS 7.6.04 SP4
 SRM 7.6.04 SP4
 Multi - Tenant Environment
  
 Requirement:  I need to create an SRD that is visible to all companies that 
 creates a change that uses a pre-defined change template.  When you create 
 the AOT with an application template it forces you to pick a company.  
 Therefore I can't create a Global PDT or SRD using an application template.
  
 I noticed in the community pages a few people saying they got around this but 
 I haven't been able to get their suggestions to work.
  
 Has anyone had a similar requirement and been able to get this to work or is 
 this just a limitation of the product?  One final gotcha, I can not doing any 
 customizations, so I can not modify workflow.  The solution has to be 
 configuration only.
  
 Thanks in advance
 Kevin Shaffer
 _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: SRM - Global SRD using an Application Template

[Carl Wilson]

Hi Tauf,

Close,  SRD:ServiceRequestDefinition_Base and field 112 J

 

The Assignee Groups field controls visibility at the Console level, so you can 
create a Company based SRD/PDT/AOT/Template then expose this by changing the 
112 field and set to Public or the combination of Groups required to access 
this Service Request. 

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: 19 February 2014 21:52
To: arslist@ARSLIST.ORG
Subject: Re: SRM - Global SRD using an Application Template

 

** 

Kevin,

Not sure what you tried but I've gotten it to work using a method Carl Wilson 
suggested which is opening up the SRD in the base form, and adding the group ID 
of the company or entitlement group in field 179. 

Sent from my iPhone


On Feb 19, 2014, at 4:34 PM, Kevin Shaffer kevin_l_shaf...@hotmail.com wrote:

** 

ARS 7.6.04 SP4
SRM 7.6.04 SP4
Multi - Tenant Environment
 
Requirement:  I need to create an SRD that is visible to all companies that 
creates a change that uses a pre-defined change template.  When you create the 
AOT with an application template it forces you to pick a company.  Therefore I 
can't create a Global PDT or SRD using an application template.
 
I noticed in the community pages a few people saying they got around this but I 
haven't been able to get their suggestions to work.
 
Has anyone had a similar requirement and been able to get this to work or is 
this just a limitation of the product?  One final gotcha, I can not doing any 
customizations, so I can not modify workflow.  The solution has to be 
configuration only.
 
Thanks in advance
Kevin Shaffer

_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: SRM - Global SRD using an Application Template

[Tauf Chowdhury]

Crap! Forgot about the public perms and the field ID. Thanks Carl. 

Sent from my iPhone

 On Feb 19, 2014, at 5:18 PM, Carl Wilson carlbwil...@gmail.com wrote:
 
 **
 Hi Tauf,
 Close,  SRD:ServiceRequestDefinition_Base and field 112 J
  
 The Assignee Groups field controls visibility at the Console level, so you 
 can create a Company based SRD/PDT/AOT/Template then expose this by changing 
 the 112 field and set to Public or the combination of Groups required to 
 access this Service Request.
  
  
 Kind Regards,
  
 Carl Wilson
  
 http://www.missingpiecessoftware.com/
  
 From: Action Request System discussion list(ARSList) 
 [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
 Sent: 19 February 2014 21:52
 To: arslist@ARSLIST.ORG
 Subject: Re: SRM - Global SRD using an Application Template
  
 **
 Kevin,
 Not sure what you tried but I've gotten it to work using a method Carl Wilson 
 suggested which is opening up the SRD in the base form, and adding the group 
 ID of the company or entitlement group in field 179. 
 
 Sent from my iPhone
 
 On Feb 19, 2014, at 4:34 PM, Kevin Shaffer kevin_l_shaf...@hotmail.com 
 wrote:
 
 **
 ARS 7.6.04 SP4
 SRM 7.6.04 SP4
 Multi - Tenant Environment
  
 Requirement:  I need to create an SRD that is visible to all companies that 
 creates a change that uses a pre-defined change template.  When you create 
 the AOT with an application template it forces you to pick a company.  
 Therefore I can't create a Global PDT or SRD using an application template.
  
 I noticed in the community pages a few people saying they got around this but 
 I haven't been able to get their suggestions to work.
  
 Has anyone had a similar requirement and been able to get this to work or is 
 this just a limitation of the product?  One final gotcha, I can not doing any 
 customizations, so I can not modify workflow.  The solution has to be 
 configuration only.
  
 Thanks in advance
 Kevin Shaffer
 _ARSlist: Where the Answers Are and have been for 20 years_
 _ARSlist: Where the Answers Are and have been for 20 years_
 _ARSlist: Where the Answers Are and have been for 20 years_

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

Re: SRM : Registered and Unregistered templates

[Tauf Chowdhury]

A template is registered once you use it in an AOT. After it is registered, you 
can't use it in another AOT. 

Sent from my iPhone

 On Feb 11, 2014, at 3:58 PM, Sweety sweetykhann...@gmail.com wrote:
 
 Hi Experts,
 
 I am reading SRM notes and found a point where it says register application 
 template 
 
 https://docs.bmc.com/docs/display/public/srm81/Defining+application+object+templates
 
 What does registering a template mean ? How about unregistered template ?
 
 What to know the difference as well.
 
 Thanks,
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years

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

Re: SRM Request Detail information

[Josh]

Thanks for the answers.  

Currently, there are Change/Incidents that fulfill the Service Requests.  
However, we are not pushing the questions to the Notes field.  The notes field 
displays text to click View Service Link for details.  When that is clicked 
it takes the user back to the Request Details.

I tried SRD:MultipleQuestionResponse but the return is not linked to the REQ 
number.  I can tell each question has a different instance but those could be 
grouped however they are not linked to the correct REQ number.  The number it 
has looks like the same format as the REQ number but without the REQ.  When I 
put in an actual REQ number without the REQ in that field I do not get back 
the questions that are associated with that Service Request.  

Our end goal is to migrate our Service Requests (and Change, and Incident) to 
another system.  When I pull from SRM:Request I get all the information I need 
except for the Request Details (which is where the question answers are).
At the end of the day, I'd like to be able to pull the Service Request Details 
(on the request details screen) answers per Service Request as an export for 
all Service Requests.


Thanks for any help.

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

Re: SRM 2.2 WOI:WorkOrderInterface_Create_WS

[Roger Justice]

The Work Order is included with the SRM application and is tied to a Service 
Request. If you want to create a standalone Work Order using a WEB Service you 
will need to create the form you suggest with the required fields and any other 
fields you will need and the workflow to push to the OOTB Work Order similar to 
the way the Incident Create form is used by a WEB Service.


-Original Message-
From: Frex Popo frexp...@yahoo.fr
To: arslist arslist@ARSLIST.ORG
Sent: Tue, Nov 12, 2013 10:58 am
Subject: SRM 2.2 WOI:WorkOrderInterface_Create_WS


**

Hi everyone,
 
We have a HR application which we will integrate with remedy. We want to be 
able to create work order from this application through a remedy webwebservice. 
I am looking at the OOB webservices and can not find one for work orders. The 
only one I can see is the SRM_RequestInterface_Create_WS. Is this the one to 
use? If there is one for incidents HPD_IncidentInterface_Create_WS they ought 
to be one for Work Orders.
Do I have to create one using WOI:WorkOrderInterface_Create interface form?
Some quick way of doing this?
 
Many thanks
frex
 

_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: SRM 2.2 WOI:WorkOrderInterface_Create_WS

[Carl Wilson]

Hi,

The answer is yes, the interface form exists but there is no associated Web
Service to create directly (not sure why).

 

As you can enable rules to create an associated SR from Work Orders, you can
therefore create the associated WS and use in the same way you would for
Incident, etc.

 

The interface form however is nowhere near as easy to use as the Incident
equivalent and from memory had a number of bugs including not setting the
correct value to create an associated SR (even with the rule set).

 

I did use it a couple of years ago (7.6) to create Work Order from BMC
Atrium Orchestrator so I can did out the details if required on the values
needed.

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Roger Justice
Sent: 12 November 2013 16:04
To: arslist@ARSLIST.ORG
Subject: Re: SRM 2.2 WOI:WorkOrderInterface_Create_WS

 

** 

The Work Order is included with the SRM application and is tied to a Service
Request. If you want to create a standalone Work Order using a WEB Service
you will need to create the form you suggest with the required fields and
any other fields you will need and the workflow to push to the OOTB Work
Order similar to the way the Incident Create form is used by a WEB Service.

-Original Message-
From: Frex Popo frexp...@yahoo.fr
To: arslist arslist@ARSLIST.ORG
Sent: Tue, Nov 12, 2013 10:58 am
Subject: SRM 2.2 WOI:WorkOrderInterface_Create_WS

** 

Hi everyone,

 

We have a HR application which we will integrate with remedy. We want to be
able to create work order from this application through a remedy
webwebservice. 

I am looking at the OOB webservices and can not find one for work orders.
The only one I can see is the SRM_RequestInterface_Create_WS. Is this the
one to use? If there is one for incidents HPD_IncidentInterface_Create_WS
they ought to be one for Work Orders.

Do I have to create one using WOI:WorkOrderInterface_Create interface form?

Some quick way of doing this?

 

Many thanks

frex

 

_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: SRM Request Detail information

[Jason Miller]

You will need to use the 'SRInstanceID' field on the
SRD:MultipleQuestionResponse
records to link to the 'InstanceId' field (hidden on the Debug tab) on the
SRM:Request record.

Jason


On Tue, Nov 12, 2013 at 6:53 AM, Josh remedyd...@gmail.com wrote:

 Thanks for the answers.

 Currently, there are Change/Incidents that fulfill the Service Requests.
  However, we are not pushing the questions to the Notes field.  The notes
 field displays text to click View Service Link for details.  When that is
 clicked it takes the user back to the Request Details.

 I tried SRD:MultipleQuestionResponse but the return is not linked to the
 REQ number.  I can tell each question has a different instance but those
 could be grouped however they are not linked to the correct REQ number.
  The number it has looks like the same format as the REQ number but without
 the REQ.  When I put in an actual REQ number without the REQ in that
 field I do not get back the questions that are associated with that Service
 Request.

 Our end goal is to migrate our Service Requests (and Change, and Incident)
 to another system.  When I pull from SRM:Request I get all the information
 I need except for the Request Details (which is where the question answers
 are).
 At the end of the day, I'd like to be able to pull the Service Request
 Details (on the request details screen) answers per Service Request as an
 export for all Service Requests.


 Thanks for any help.


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


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

Re: SRM Request Detail information

[Josh]

That is exactly what I was looking for.  Thank you

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

Re: SRM Request Detail information

[Boyd, Rebecca]

I'm not sure I have a good understanding of your issue, but have you tried
searching SRD:MultipleQuestionResponse?


On Mon, Nov 11, 2013 at 5:52 PM, Josh remedyd...@gmail.com wrote:

 Hi, hope you all can help.

 I'm trying to pull out question answers in our SRM system.  We don't map
 them to anywhere in incident or change.  They are just used in the Service
 Requests.  They are shown in the Request Details screen under Provided
 Information.

 Ultimately, I'm trying to pull an extract of all our service requests but
 when I did a pull on SRM:Request I didn't get the request details portion
 of the request.

 I tried to go to the request details form but I can't search on it.  I
 believe its HTML.

 How do I, or what form are those question answers on in SRM.  How can pull
 it along with the SRM data like Req # etc...


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




-- 
Rebecca Boyd
Application Administrator
Wake Forest University

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

Re: SRM 7.6.4 Customization

[Sanford, Claire]

Check out this link…

https://communities.bmc.com/docs/DOC-23501


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Rafael Rodriguez
Sent: Thursday, November 07, 2013 12:25 PM
To: arslist@ARSLIST.ORG
Subject: SRM 7.6.4 Customization

** Good afternoon list, Wanted to find out if anyone has successfully been able 
to customize the look and feel of SRM Request Console? Here is our challange. 
OOB functionality - If you create multi-tier categories and attach to an SRD 
then try to navigate you get the following results: 1) 1st Category or Tier 1 
display as cells/tiles. 2) Click browse sub-categories for Category 2/Tier 2 
and the display shows up as white background with links (Looks Horrible). We 
are looking customize it so the 2nd tier either looks similar to Category 1 
display or at least looks presentable. We are using SRM 7.6.4 SP3 Any 
suggestion would be appreciated. Thanks Rafael _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: SRM 7.6.4 Customization

[Jason Miller]

Are you looking at upgrading to SRM 8 any time soon? There is a huge UI
improvement where the different tiers do not completely change the layout
as you noted.

Jason
On Nov 7, 2013 10:25 AM, Rafael Rodriguez remedyde...@gmail.com wrote:

 ** Good afternoon list, Wanted to find out if anyone has successfully been
 able to customize the look and feel of SRM Request Console? Here is our
 challange. OOB functionality - If you create multi-tier categories and
 attach to an SRD then try to navigate you get the following results: 1) 1st
 Category or Tier 1 display as cells/tiles. 2) Click browse sub-categories
 for Category 2/Tier 2 and the display shows up as white background with
 links (Looks Horrible). We are looking customize it so the 2nd tier either
 looks similar to Category 1 display or at least looks presentable. We are
 using SRM 7.6.4 SP3 Any suggestion would be appreciated. Thanks Rafael
 _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: SRM Mapping Question

[Roger Justice]

If you use an AIF form and Process Designer you can do what you are requesting. 
The AIF form will allow the multiple layers of questions/answers driven by the 
answer given. The Process Designer can read the answer fields into variables 
and then push the variables to the notes field.


-Original Message-
From: Kevin Shaffer kevin_l_shaf...@hotmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Wed, Oct 23, 2013 2:50 pm
Subject: SRM Mapping Question


**
ARS 7.6.04 SP4
SRM 7.6.04 SP4
 
I am looking for an eloquent way to format the responses of conditional 
questions and put them in the Notes field of the Incident.  Ideally if the 
questions aren't answered I would like them to NOT be in the Notes I pass to 
the incident.
 
 
Example: 
SR Question 1:  Is this a Printer Issue? The customer has two option Yes and No
 
If yes is selected, the next question asks for make and model of the printer.  
If No is selected, the next question asks please describe your issue.
 
Ideally, I want to pass the responses to the Notes field on the Incident.
 
For example, the Notes would look like this:
 
Is this a Printer Issue?  Yes
Make and Model:  HP 2341
 
OR 
 
Is this a Printer Issue?  No
Description of Issue:  blah blah blah
 
All I can seem to pass to the Notes field is the following:
Is this a Printer Issue?  No
Make and Model: This is blank, I want  to remove this from the Notes because 
Make and Model is only answered when Yes is selected)
Description of Issue:  blah blah blah
 
I hope this makes sense.  Is there any better way of formatting conditional 
responses or do I just have to supply all the values and train my support staff 
to ignore blank responses.
 
Thanks
Kevin

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

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

Re: SRM Mapping Question

[Tauf Chowdhury]

Kevin,
I have a way of doing this without AIF.  I'm driving right now so can't type it 
all. (NO I'm parked at this moment, not actually driving!)
Call me at 631-335-2926 if u need it now. 

Sent from my iPhone

 On Oct 23, 2013, at 2:59 PM, Roger Justice rjust2...@aol.com wrote:
 
 **
 If you use an AIF form and Process Designer you can do what you are 
 requesting. The AIF form will allow the multiple layers of questions/answers 
 driven by the answer given. The Process Designer can read the answer fields 
 into variables and then push the variables to the notes field.
 -Original Message-
 From: Kevin Shaffer kevin_l_shaf...@hotmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Wed, Oct 23, 2013 2:50 pm
 Subject: SRM Mapping Question
 
 **
 ARS 7.6.04 SP4
 SRM 7.6.04 SP4
  
 I am looking for an eloquent way to format the responses of conditional 
 questions and put them in the Notes field of the Incident.  Ideally if the 
 questions aren't answered I would like them to NOT be in the Notes I pass to 
 the incident.
  
  
 Example: 
 SR Question 1:  Is this a Printer Issue? The customer has two option Yes and 
 No
  
 If yes is selected, the next question asks for make and model of the printer. 
  If No is selected, the next question asks please describe your issue.
  
 Ideally, I want to pass the responses to the Notes field on the Incident.
  
 For example, the Notes would look like this:
  
 Is this a Printer Issue?  Yes
 Make and Model:  HP 2341
  
 OR 
  
 Is this a Printer Issue?  No
 Description of Issue:  blah blah blah
  
 All I can seem to pass to the Notes field is the following:
 Is this a Printer Issue?  No
 Make and Model: This is blank, I want  to remove this from the Notes because 
 Make and Model is only answered when Yes is selected)
 Description of Issue:  blah blah blah
  
 I hope this makes sense.  Is there any better way of formatting conditional 
 responses or do I just have to supply all the values and train my support 
 staff to ignore blank responses.
  
 Thanks
 Kevin
 
  
 _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: SRM Mapping Question

[Tauf Chowdhury]

Kevin,
Back at the office so here goes. It's kind of crude but it's a quick way
to do it without AIF:
1. You have your question: Is this a printer issue? Yes or No
2. Pick No. Nothing gets mapped. You're good. Right?
3. Pick Yes. This drops a conditional question down: Pick or type the
model.
4. Also create another conditional question under yes'  and mark it
hidden in your question creation process. Make it a text field for
answer. In the Default Text area, type in the following: Make and Model:
5. In your question mapping, you would pick the answer for the hidden
question where you want make and model: to appear. You would then pick
the actual answer from the visible question.
6. If someone picks no, nothing gets mapped. If someone picks yes, then the
default text in the hidden question would be visible in the notes followed
by the model.
Does that make sense?


On Wed, Oct 23, 2013 at 2:50 PM, Kevin Shaffer
kevin_l_shaf...@hotmail.comwrote:

 **
 ARS 7.6.04 SP4
 SRM 7.6.04 SP4

 I am looking for an eloquent way to format the responses of conditional
 questions and put them in the Notes field of the Incident.  Ideally if the
 questions aren't answered I would like them to NOT be in the Notes I pass
 to the incident.


 Example:
 SR Question 1:  Is this a Printer Issue? The customer has two option Yes
 and No

 If yes is selected, the next question asks for make and model of the
 printer.  If No is selected, the next question asks please describe your
 issue.

 Ideally, I want to pass the responses to the Notes field on the Incident.

 For example, the Notes would look like this:

 Is this a Printer Issue?  Yes
 Make and Model:  HP 2341

 OR

 Is this a Printer Issue?  No
 Description of Issue:  blah blah blah

 All I can seem to pass to the Notes field is the following:
 Is this a Printer Issue?  No
 Make and Model: This is blank, I want  to remove this from the Notes
 because Make and Model is only answered when Yes is selected)
 Description of Issue:  blah blah blah

 I hope this makes sense.  Is there any better way of formatting
 conditional responses or do I just have to supply all the values and train
 my support staff to ignore blank responses.

 Thanks
 Kevin


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




-- 
*Tauf Chowdhury

*

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

Re: SRM Mapping Question

[Kevin Shaffer]

Thanks that worked.

Sent from my HTC One™ X, an ATT 4G LTE smartphone

- Reply message -
From: Tauf Chowdhury taufc...@gmail.com
To: arslist@ARSLIST.ORG
Subject: SRM Mapping Question
Date: Wed, Oct 23, 2013 3:25 PM


Kevin,
Back at the office so here goes. It's kind of crude but it's a quick way
to do it without AIF:
1. You have your question: Is this a printer issue? Yes or No
2. Pick No. Nothing gets mapped. You're good. Right?
3. Pick Yes. This drops a conditional question down: Pick or type the
model.
4. Also create another conditional question under yes'  and mark it
hidden in your question creation process. Make it a text field for
answer. In the Default Text area, type in the following: Make and Model:
5. In your question mapping, you would pick the answer for the hidden
question where you want make and model: to appear. You would then pick
the actual answer from the visible question.
6. If someone picks no, nothing gets mapped. If someone picks yes, then the
default text in the hidden question would be visible in the notes followed
by the model.
Does that make sense?


On Wed, Oct 23, 2013 at 2:50 PM, Kevin Shaffer
kevin_l_shaf...@hotmail.comwrote:

 **
 ARS 7.6.04 SP4
 SRM 7.6.04 SP4

 I am looking for an eloquent way to format the responses of conditional
 questions and put them in the Notes field of the Incident.  Ideally if the
 questions aren't answered I would like them to NOT be in the Notes I pass
 to the incident.


 Example:
 SR Question 1:  Is this a Printer Issue? The customer has two option Yes
 and No

 If yes is selected, the next question asks for make and model of the
 printer.  If No is selected, the next question asks please describe your
 issue.

 Ideally, I want to pass the responses to the Notes field on the Incident.

 For example, the Notes would look like this:

 Is this a Printer Issue?  Yes
 Make and Model:  HP 2341

 OR

 Is this a Printer Issue?  No
 Description of Issue:  blah blah blah

 All I can seem to pass to the Notes field is the following:
 Is this a Printer Issue?  No
 Make and Model: This is blank, I want  to remove this from the Notes
 because Make and Model is only answered when Yes is selected)
 Description of Issue:  blah blah blah

 I hope this makes sense.  Is there any better way of formatting
 conditional responses or do I just have to supply all the values and train
 my support staff to ignore blank responses.

 Thanks
 Kevin


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




--
*Tauf Chowdhury

*

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

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

Re: SRM 7.6.4 to Incident Strange Error

[Tauf Chowdhury]

Did you try passing the value of assigned for status? You can try going to 
the AOT and setting a default value for the Status field. 
The error you're getting is probably from the Incident Interface Create form. 
If I wasn't at RUG I could've tested this!

Sent from my iPhone

 On Oct 1, 2013, at 6:04 AM, Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:
 
 **
 Good morning,
  
 I’m running into a strange issue that I wanted to see if anyone has 
 identified before.  Basically, I have an AOT that is tied to an Incident 
 Template.  As a part of this AOT, I’ve extended the available fields to be 
 able to assign automatically to a specific Incident Assignee.  All of that 
 works fine.  What stopped working, apparently as a result of adding the 
 Assignee for the Incident, is the ability to use the Status from the Incident 
 template.  Normally when I assign it to a group automatically I set the 
 Status in the template to “Assigned”.
  
 In this case, despite that, SRM gives me this error when I submit a request:
 1291115: , You do not have permission to move to the status of New.;
  
 I tried creating a new Incident Template and doing a similar thing with the 
 assignment to make sure it wasn’t just a weird bug tied to that specific AOT, 
 and that somehow triggers an override of the Status as well and sets it to 
 “New” rather  than pulling it from the template. 
  
 I’m going to investigate the logging and maybe end up making a quick Filter 
 to fix this since I’m on a tight deadline to implement this otherwise simple 
 SRM form into Production tomorrow (definitely no time to involve BMC Support 
 either.)  However, if any of you have run into this and have a solution I’d 
 love to hear how you got past this error.
  
 Thanks,
  
 Shawn Pierson
 Remedy Developer | Energy Transfer
  
 Private and confidential as detailed here. If you cannot access hyperlink, 
 please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 
 years_

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

Re: SRM 7.6.4 to Incident Strange Error

[Carl Wilson]

Hi,

Check to see if this behaviour occurs with a person with Incident
Submitter permissions.  I believe that both Change and Incident use the
Submitter permission from SRM which limits the functionality.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 01 October 2013 14:05
To: arslist@ARSLIST.ORG
Subject: SRM 7.6.4 to Incident Strange Error

 

** 

Good morning,

 

I'm running into a strange issue that I wanted to see if anyone has
identified before.  Basically, I have an AOT that is tied to an Incident
Template.  As a part of this AOT, I've extended the available fields to be
able to assign automatically to a specific Incident Assignee.  All of that
works fine.  What stopped working, apparently as a result of adding the
Assignee for the Incident, is the ability to use the Status from the
Incident template.  Normally when I assign it to a group automatically I set
the Status in the template to Assigned.

 

In this case, despite that, SRM gives me this error when I submit a request:

1291115: , You do not have permission to move to the status of New.;

 

I tried creating a new Incident Template and doing a similar thing with the
assignment to make sure it wasn't just a weird bug tied to that specific
AOT, and that somehow triggers an override of the Status as well and sets it
to New rather than pulling it from the template.  

 

I'm going to investigate the logging and maybe end up making a quick Filter
to fix this since I'm on a tight deadline to implement this otherwise simple
SRM form into Production tomorrow (definitely no time to involve BMC Support
either.)  However, if any of you have run into this and have a solution I'd
love to hear how you got past this error.

 

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_ 


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

Re: SRM Question Conditions

[Chris Jones]

Jason,

 

Assuming that you map your QA answers to SR Type fields on the Service
Request, PD can use the values from these fields in the process to determine
the path to follow in the process, or use within actions (email messages,
pushing to other forms, etc)

 

Additionally, when the process creates a fulfilment request, it can store
the id of the request created to be referenced in further actions should you
need to read values from or update later on in the process.

 

Regards,

 

Chris

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: 29 July 2013 23:20
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

 

** That is exactly it, no SRM:AppInstanceBridge records if the SRD uses a PD
process instead of a PDT.  I had to hit my archive to refresh my memory.

 

The impact is:

1.  When an SR is cancelled the fulfillment request is not cancelled
2.  When a fulfillment request is cancelled/completed the SR is not
cancelled/completed (or any other status update for that matter)
3.  Work Info entered in the SR cannot be seen in the fulfillment
request
4.  Work Info entered in the fulfillment request cannot be seen in the
SR
5.  Getting the following error when trying to open the SR from the
fulfillment record (View Service Request button)

*   A failure occurred because the Web Path of the remote server
servername is not configured in the AR System Server to Key Map form.
(ARERR 9284)

*   We noticed in the database that the SRMSRegistryInstanceID column in
the Change Request is NULL on the PD created request.  If I update the
record with the CAI:AppRegistry ID for SRM the button starts to work but the
other 4 symptoms remain.
*   We found that we can hard code the value of SRMSRegistryInstanceID
in the Process Designer and #5 is no longer an issue.

 

Chris,

Can you give an example of PD processes can still interact with the service
request for your QA answers or the fulfilment requests created?

 

Jason

 

On Mon, Jul 29, 2013 at 1:13 PM, Chris Jones chrisaby...@hotmail.com
wrote:

** 

You are both correct.  PD will set the srinstance id field on the fulfilment
request but it does not create the additional entry in APP:Instance Bridge
form (I think this is the form name, I don't have access to a server right
now.)

There were plans to introduce this but not sure on the current situation. 

PD processes can still interact with the service request for your QA
answers or the fulfilment requests created. 

Chris

--- Original Message ---

From: Tauf Chowdhury taufc...@gmail.com
Sent: 29 July 2013 20:23


To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

** 

Jason,

Interesting that the relationship between SR and Fulfillment is not there. I
had worked extensively with the Abydos team and specifically requested that
functionality and from what I remember, they built that in. Maybe it got
dropped in translation when BMC acquired them. Chris Jones should be able to
answer this. 

From what I remember, the create request task in PD is just a push to the
interface forms right? You could probably do a set fields $service request
ID$ or the instance ID into the SRID fields o the interface form you're
trying to push to. 

I remember the one thing that was missing was if you had a task to create a
change/incident from within another change/incident, it wouldn't push the
relationship to the respective Associations form. 

Sent from my iPhone

 

On Jul 29, 2013, at 2:43 PM, Jason Miller jason.mil...@gmail.com wrote:

** So far we have been able to avoid AIFs but I know the day will come when
we need to create one.  We have been using the approach Tauf mentioned in
helping people be creative or relaxing their requirement (many times
things asked for do not provide enough business value to justify the effort
in making it happen). 

 

A feature that was added in SRM 8.0 and has really helped us steer clear of
AIFs are the Autofill Actions. 

 

https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+S
RD

 

So far this has provided the the ability to look up (Set Fields if you will)
configuration data that helps route the request to the correct fulfilment
app and/or Support Group.

 

As an example we built an ITSM Process Designer workflow because we thought
it was the only way (besides AIF) to create the dynamic process we needed
(configuration based fulfillment and assignment).  Turns out there is a
major flaw in ITSM PD that doesn't create the linking records between
SRM:Request and the fulfillment apps (I call it a flaw but it is working as
designed, they just didn't finish the design).  Since we started building
the system on 7.6.04 and upgraded to 8.0 we overlooked the introduction of
Autofill Actions.  We were able to recreate the process within SRM and
everything worked as expected.  Although I do miss the ITSM PD revisioning
and ease of import/exporting just

Re: SRM Question Conditions

[Dinesh Kumar]

Hi Tauf,

Yes i was looking for the same, Thanks for your response .

Regards,
Dinesh kumar,



On Mon, Jul 29, 2013 at 4:53 AM, Roger Justice rjust2...@aol.com wrote:

 **
 Process Designer that was Abydos, can allow multiple condition's. A user
 can answer 1 or 2 or 3 or 4 or 5. PD will allow the output to be 4
 different tasks that the input from the answer will be the qualification.
 Answer = 1 go to A, Answer =2 go to B and so forth.
  -Original Message-
 From: Tauf Chowdhury taufc...@gmail.com
 To: arslist arslist@ARSLIST.ORG
 Sent: Sun, Jul 28, 2013 2:39 pm
 Subject: Re: SRM Question Conditions

  Dinesh,
 You weren't very detailed but let me take a guess and give you examples.
 Lets say you have a question and the answers are Yes and No. You would
 click on the question on the left after you add the 2 choices and then
 click Add Condition. You have to then pick whether it is for the Yes
 or No choice. You then should highlight the choice you picked the
 condition for. You then have to add the sub questions under the
 choice. Lets say you did that for choice Yes.  You then need to
 rinse and repeat for choice No if you need condition questions under
 that choice.
 In 7.6.04, you can only go 1 level deep on conditions. What that means
 is you can't go and add conditions for the questions you added under
 choice Yes in the example.
 In v8.x of SRM, you're able to add multi level conditions.
 Hope this answers your question and doesn't confuse you further as you
 sink down the SRM rabbit hole. :)

 Sent from my iPhone

 On Jul 28, 2013, at 2:12 PM, Dinesh Kumar guru...@gmail.com wrote:

  **
  Hello All,
 
  How we can configure more than 2 condition in question SR question and
 mapping.
 
  Remedy Version : 7.6.04 SP1
 
  Regards,
  Dinesh kumar.
  _ARSlist: Where the Answers Are and have been for 20 years_

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

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


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

Re: SRM Question Conditions

[Vyom Labs Support]

Hi Dinesh,

 

If question is a radio buttons/check boxes or menu,we can add conditions to
question. For 1st level question, if there are 3 options in Radio
button/check box or menu,we can add three conditions.But we can't add
condition within one conditional question i.e we cannot add condition on
next level of the question. 

I found that only one level of conditional question is supported.



--

Regards,

Preeti Karna

 

Vyom Labs Pvt. Ltd.

BSM Solutions  Services || ITIL Consulting  Training

|| Web Site:  http://www.vyomlabs.com www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#%21/vyomlabs http://twitter.com/#!/vyomlabs ||
http://www.linkedin.com/company/vyom-labs
http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Sunday, July 28, 2013 11:42 PM
To: arslist@ARSLIST.ORG
Subject: SRM Question Conditions

 

** 

Hello All,

 

How we can configure more than 2 condition in question SR question and
mapping.

 

Remedy Version : 7.6.04 SP1

 

Regards,

Dinesh kumar.

_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: SRM Question Conditions

[Pierson, Shawn]

It may be overkill, but I haven't seen anyone suggest an AIF (Advanced 
Interface Form.)  Since that is actual development, you can basically do 
whatever you want with it, and it will definitely allow you to have multiple 
levels of conditions and such.  The catch is that you're doing development so 
it's not as fast, but where building a basic service request form should take 
you 30 minutes the AIF may take you half of a day instead, assuming you are 
familiar with ARS development.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vyom Labs Support
Sent: Monday, July 29, 2013 5:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Hi Dinesh,

If question is a radio buttons/check boxes or menu,we can add conditions to 
question. For 1st level question, if there are 3 options in Radio button/check 
box or menu,we can add three conditions.But we can't add condition within one 
conditional question i.e we cannot add condition on next level of the question.

I found that only one level of conditional question is supported.
--
Regards,
Preeti Karna

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
|| Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || 
http://www.linkedin.com/company/vyom-labs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Sunday, July 28, 2013 11:42 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM Question Conditions

**
Hello All,

How we can configure more than 2 condition in question SR question and mapping.

Remedy Version : 7.6.04 SP1

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

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

Re: SRM Question Conditions

[Tauf Chowdhury]

Shawn,
You're right. To me, AIF is always the answer at the end when out of the
box SRM solutions have been exhausted. Personally, I like to always save
that as a last resort or when the complexity of the service demands it.
I've found when I do that, it really forces someone to get creative with
SRM and the standard functionality.

Sent from my iPhone

On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

**

It may be overkill, but I haven’t seen anyone suggest an AIF (Advanced
Interface Form.)  Since that is actual development, you can basically do
whatever you want with it, and it will definitely allow you to have
multiple levels of conditions and such.  The catch is that you’re doing
development so it’s not as fast, but where building a basic service request
form should take you 30 minutes the AIF may take you half of a day instead,
assuming you are familiar with ARS development.



Thanks,

* *

*Shawn Pierson *

Remedy Developer | Energy Transfer



*From:* Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Vyom Labs
Support
*Sent:* Monday, July 29, 2013 5:36 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: SRM Question Conditions



**

Hi Dinesh,



If question is a radio buttons/check boxes or menu,we can add conditions to
question. For 1st level question, if there are 3 options in Radio
button/check box or menu,we can add three conditions.But we can't add
condition within one conditional question i.e we cannot add condition on
next level of the question.

I found that only one level of conditional question is supported.

--

Regards,

Preeti Karna



Vyom Labs Pvt. Ltd.

BSM Solutions  Services || ITIL Consulting  Training

|| Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs || http://www.linkedin.com/company/vyom-labs



*From:* Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Dinesh
Kumar
*Sent:* Sunday, July 28, 2013 11:42 PM
*To:* arslist@ARSLIST.ORG
*Subject:* SRM Question Conditions



**

Hello All,



How we can configure more than 2 condition in question SR question and
mapping.



Remedy Version : 7.6.04 SP1



Regards,

Dinesh kumar.

_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
herehttp://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_

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

Re: SRM Question Conditions

[Pierson, Shawn]

I currently only have two AIFs in production right now out of less than 50 
types of requests (we're still pushing our I.T. management on the importance of 
user self-service.)  The most recent one I probably could have done more easily 
by customizing the Assignment Engine in retrospect.  The requirement I couldn't 
meet was a custom type of assignment rule which should have been included out 
of the box, the ability to assign to different support groups based on Location 
Company.  Still, since I got my start purely doing ARS development I can't help 
but feel a sense of nostalgia for the days prior to working on ITSM so despite 
it taking longer, it ends up being fun enough that I don't mind.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Monday, July 29, 2013 6:42 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Shawn,
You're right. To me, AIF is always the answer at the end when out of the box 
SRM solutions have been exhausted. Personally, I like to always save that as a 
last resort or when the complexity of the service demands it. I've found when I 
do that, it really forces someone to get creative with SRM and the standard 
functionality.

Sent from my iPhone

On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
It may be overkill, but I haven't seen anyone suggest an AIF (Advanced 
Interface Form.)  Since that is actual development, you can basically do 
whatever you want with it, and it will definitely allow you to have multiple 
levels of conditions and such.  The catch is that you're doing development so 
it's not as fast, but where building a basic service request form should take 
you 30 minutes the AIF may take you half of a day instead, assuming you are 
familiar with ARS development.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vyom Labs Support
Sent: Monday, July 29, 2013 5:36 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Hi Dinesh,

If question is a radio buttons/check boxes or menu,we can add conditions to 
question. For 1st level question, if there are 3 options in Radio button/check 
box or menu,we can add three conditions.But we can't add condition within one 
conditional question i.e we cannot add condition on next level of the question.

I found that only one level of conditional question is supported.
--
Regards,
Preeti Karna

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
|| Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || 
http://www.linkedin.com/company/vyom-labs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Sunday, July 28, 2013 11:42 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM Question Conditions

**
Hello All,

How we can configure more than 2 condition in question SR question and mapping.

Remedy Version : 7.6.04 SP1

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

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

Re: SRM Question Conditions

[Jason Miller]

So far we have been able to avoid AIFs but I know the day will come when we
need to create one.  We have been using the approach Tauf mentioned in
helping people be creative or relaxing their requirement (many times
things asked for do not provide enough business value to justify the effort
in making it happen).

A feature that was added in SRM 8.0 and has really helped us steer clear of
AIFs are the Autofill Actions.

https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD

So far this has provided the the ability to look up (Set Fields if you
will) configuration data that helps route the request to the correct
fulfilment app and/or Support Group.

As an example we built an ITSM Process Designer workflow because we thought
it was the only way (besides AIF) to create the dynamic process we needed
(configuration based fulfillment and assignment).  Turns out there is a
major flaw in ITSM PD that doesn't create the linking records between
SRM:Request and the fulfillment apps (I call it a flaw but it is working as
designed, they just didn't finish the design).  Since we started building
the system on 7.6.04 and upgraded to 8.0 we overlooked the introduction of
Autofill Actions.  We were able to recreate the process within SRM and
everything worked as expected.  Although I do miss the ITSM PD revisioning
and ease of import/exporting just an XML file to transfer between
environments.

Jason


On Mon, Jul 29, 2013 at 4:47 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

 **

 I currently only have two AIFs in production right now out of less than 50
 types of requests (we’re still pushing our I.T. management on the
 importance of user self-service.)  The most recent one I probably could
 have done more easily by customizing the Assignment Engine in retrospect.
 The requirement I couldn’t meet was a custom type of assignment rule which
 should have been included out of the box, the ability to assign to
 different support groups based on Location Company.  Still, since I got my
 start purely doing ARS development I can’t help but feel a sense of
 nostalgia for the days prior to working on ITSM so despite it taking
 longer, it ends up being fun enough that I don’t mind.

 ** **

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
 *Sent:* Monday, July 29, 2013 6:42 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM Question Conditions

 ** **

 ** 

 Shawn,

 You're right. To me, AIF is always the answer at the end when out of the
 box SRM solutions have been exhausted. Personally, I like to always save
 that as a last resort or when the complexity of the service demands it.
 I've found when I do that, it really forces someone to get creative with
 SRM and the standard functionality.

 Sent from my iPhone


 On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:

  ** 

 It may be overkill, but I haven’t seen anyone suggest an AIF (Advanced
 Interface Form.)  Since that is actual development, you can basically do
 whatever you want with it, and it will definitely allow you to have
 multiple levels of conditions and such.  The catch is that you’re doing
 development so it’s not as fast, but where building a basic service request
 form should take you 30 minutes the AIF may take you half of a day instead,
 assuming you are familiar with ARS development.

  

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

  

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Vyom
 Labs Support
 *Sent:* Monday, July 29, 2013 5:36 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM Question Conditions

  

 ** 

 Hi Dinesh,

  

 If question is a radio buttons/check boxes or menu,we can add conditions
 to question. For 1st level question, if there are 3 options in Radio
 button/check box or menu,we can add three conditions.But we can't add
 condition within one conditional question i.e we cannot add condition on
 next level of the question.

 I found that only one level of conditional question is supported.

 --

 Regards,

 Preeti Karna

  

 Vyom Labs Pvt. Ltd.

 BSM Solutions  Services || ITIL Consulting  Training

 || Web Site: www.vyomlabs.com Follow Vyom Labs
 http://twitter.com/#!/vyomlabs ||
 http://www.linkedin.com/company/vyom-labs

  

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Dinesh
 Kumar
 *Sent:* Sunday, July 28, 2013 11:42 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* SRM Question Conditions

  

 ** 

 Hello All,

  

 How we can configure more than 2 condition in question SR question and
 mapping

Re: SRM Question Conditions

[Pierson, Shawn]

That's very interesting and looks like it might be able to do some of what I 
need AIFs for.  We're about to start an upgrade to 8.1 so that will be 
interesting to check out.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 29, 2013 1:44 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

** So far we have been able to avoid AIFs but I know the day will come when we 
need to create one.  We have been using the approach Tauf mentioned in helping 
people be creative or relaxing their requirement (many times things asked for 
do not provide enough business value to justify the effort in making it happen).

A feature that was added in SRM 8.0 and has really helped us steer clear of 
AIFs are the Autofill Actions.

https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD

So far this has provided the the ability to look up (Set Fields if you will) 
configuration data that helps route the request to the correct fulfilment app 
and/or Support Group.

As an example we built an ITSM Process Designer workflow because we thought it 
was the only way (besides AIF) to create the dynamic process we needed 
(configuration based fulfillment and assignment).  Turns out there is a major 
flaw in ITSM PD that doesn't create the linking records between SRM:Request and 
the fulfillment apps (I call it a flaw but it is working as designed, they just 
didn't finish the design).  Since we started building the system on 7.6.04 and 
upgraded to 8.0 we overlooked the introduction of Autofill Actions.  We were 
able to recreate the process within SRM and everything worked as expected.  
Although I do miss the ITSM PD revisioning and ease of import/exporting just an 
XML file to transfer between environments.

Jason

On Mon, Jul 29, 2013 at 4:47 AM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
I currently only have two AIFs in production right now out of less than 50 
types of requests (we're still pushing our I.T. management on the importance of 
user self-service.)  The most recent one I probably could have done more easily 
by customizing the Assignment Engine in retrospect.  The requirement I couldn't 
meet was a custom type of assignment rule which should have been included out 
of the box, the ability to assign to different support groups based on Location 
Company.  Still, since I got my start purely doing ARS development I can't help 
but feel a sense of nostalgia for the days prior to working on ITSM so despite 
it taking longer, it ends up being fun enough that I don't mind.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Tauf 
Chowdhury
Sent: Monday, July 29, 2013 6:42 AM

To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Shawn,
You're right. To me, AIF is always the answer at the end when out of the box 
SRM solutions have been exhausted. Personally, I like to always save that as a 
last resort or when the complexity of the service demands it. I've found when I 
do that, it really forces someone to get creative with SRM and the standard 
functionality.

Sent from my iPhone

On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
It may be overkill, but I haven't seen anyone suggest an AIF (Advanced 
Interface Form.)  Since that is actual development, you can basically do 
whatever you want with it, and it will definitely allow you to have multiple 
levels of conditions and such.  The catch is that you're doing development so 
it's not as fast, but where building a basic service request form should take 
you 30 minutes the AIF may take you half of a day instead, assuming you are 
familiar with ARS development.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vyom Labs Support
Sent: Monday, July 29, 2013 5:36 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Hi Dinesh,

If question is a radio buttons/check boxes or menu,we can add conditions to 
question. For 1st level question, if there are 3 options in Radio button/check 
box or menu,we can add three conditions.But we can't add condition within one 
conditional question i.e we cannot add condition on next level of the question.

I found that only one level of conditional question is supported.
--
Regards,
Preeti Karna

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
|| Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || 
http://www.linkedin.com/company

Re: SRM Question Conditions

[Tauf Chowdhury]

Jason,
Interesting that the relationship between SR and Fulfillment is not there.
I had worked extensively with the Abydos team and specifically requested
that functionality and from what I remember, they built that in. Maybe it
got dropped in translation when BMC acquired them. Chris Jones should be
able to answer this.
From what I remember, the create request task in PD is just a push to the
interface forms right? You could probably do a set fields $service request
ID$ or the instance ID into the SRID fields o the interface form you're
trying to push to.
I remember the one thing that was missing was if you had a task to create a
change/incident from within another change/incident, it wouldn't push the
relationship to the respective Associations form.

Sent from my iPhone

On Jul 29, 2013, at 2:43 PM, Jason Miller jason.mil...@gmail.com wrote:

** So far we have been able to avoid AIFs but I know the day will come when
we need to create one.  We have been using the approach Tauf mentioned in
helping people be creative or relaxing their requirement (many times
things asked for do not provide enough business value to justify the effort
in making it happen).

A feature that was added in SRM 8.0 and has really helped us steer clear of
AIFs are the Autofill Actions.

https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD

So far this has provided the the ability to look up (Set Fields if you
will) configuration data that helps route the request to the correct
fulfilment app and/or Support Group.

As an example we built an ITSM Process Designer workflow because we thought
it was the only way (besides AIF) to create the dynamic process we needed
(configuration based fulfillment and assignment).  Turns out there is a
major flaw in ITSM PD that doesn't create the linking records between
SRM:Request and the fulfillment apps (I call it a flaw but it is working as
designed, they just didn't finish the design).  Since we started building
the system on 7.6.04 and upgraded to 8.0 we overlooked the introduction of
Autofill Actions.  We were able to recreate the process within SRM and
everything worked as expected.  Although I do miss the ITSM PD revisioning
and ease of import/exporting just an XML file to transfer between
environments.

Jason


On Mon, Jul 29, 2013 at 4:47 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

 **

 I currently only have two AIFs in production right now out of less than 50
 types of requests (we’re still pushing our I.T. management on the
 importance of user self-service.)  The most recent one I probably could
 have done more easily by customizing the Assignment Engine in retrospect.
 The requirement I couldn’t meet was a custom type of assignment rule which
 should have been included out of the box, the ability to assign to
 different support groups based on Location Company.  Still, since I got my
 start purely doing ARS development I can’t help but feel a sense of
 nostalgia for the days prior to working on ITSM so despite it taking
 longer, it ends up being fun enough that I don’t mind.

 ** **

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
 *Sent:* Monday, July 29, 2013 6:42 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM Question Conditions

 ** **

 ** 

 Shawn,

 You're right. To me, AIF is always the answer at the end when out of the
 box SRM solutions have been exhausted. Personally, I like to always save
 that as a last resort or when the complexity of the service demands it.
 I've found when I do that, it really forces someone to get creative with
 SRM and the standard functionality.

 Sent from my iPhone


 On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:

  ** 

 It may be overkill, but I haven’t seen anyone suggest an AIF (Advanced
 Interface Form.)  Since that is actual development, you can basically do
 whatever you want with it, and it will definitely allow you to have
 multiple levels of conditions and such.  The catch is that you’re doing
 development so it’s not as fast, but where building a basic service request
 form should take you 30 minutes the AIF may take you half of a day instead,
 assuming you are familiar with ARS development.

  

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

  

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Vyom
 Labs Support
 *Sent:* Monday, July 29, 2013 5:36 AM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM Question Conditions

  

 ** 

 Hi Dinesh,

  

 If question is a radio buttons/check boxes or menu,we can add conditions
 to question. For 1st level question, if there are 3 options in Radio
 button/check box or menu,we can add

Re: SRM Question Conditions

[Tauf Chowdhury]

Shawn,
Also for your example, couldn't you have had a search menu where you were
doing the company lookup from the CTM:Support Group, but store the support
group name value internally? Then you could set that in whatever
fulfillment request you're trying to create.

Sent from my iPhone

On Jul 29, 2013, at 2:57 PM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

**

That’s very interesting and looks like it might be able to do some of what
I need AIFs for.  We’re about to start an upgrade to 8.1 so that will be
interesting to check out.



Thanks,

* *

*Shawn Pierson *

Remedy Developer | Energy Transfer



*From:* Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Jason
Miller
*Sent:* Monday, July 29, 2013 1:44 PM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: SRM Question Conditions



** So far we have been able to avoid AIFs but I know the day will come when
we need to create one.  We have been using the approach Tauf mentioned in
helping people be creative or relaxing their requirement (many times
things asked for do not provide enough business value to justify the effort
in making it happen).



A feature that was added in SRM 8.0 and has really helped us steer clear of
AIFs are the Autofill Actions.



https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD



So far this has provided the the ability to look up (Set Fields if you
will) configuration data that helps route the request to the correct
fulfilment app and/or Support Group.



As an example we built an ITSM Process Designer workflow because we thought
it was the only way (besides AIF) to create the dynamic process we needed
(configuration based fulfillment and assignment).  Turns out there is a
major flaw in ITSM PD that doesn't create the linking records between
SRM:Request and the fulfillment apps (I call it a flaw but it is working as
designed, they just didn't finish the design).  Since we started building
the system on 7.6.04 and upgraded to 8.0 we overlooked the introduction of
Autofill Actions.  We were able to recreate the process within SRM and
everything worked as expected.  Although I do miss the ITSM PD revisioning
and ease of import/exporting just an XML file to transfer between
environments.



Jason



On Mon, Jul 29, 2013 at 4:47 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

**

I currently only have two AIFs in production right now out of less than 50
types of requests (we’re still pushing our I.T. management on the
importance of user self-service.)  The most recent one I probably could
have done more easily by customizing the Assignment Engine in retrospect.
The requirement I couldn’t meet was a custom type of assignment rule which
should have been included out of the box, the ability to assign to
different support groups based on Location Company.  Still, since I got my
start purely doing ARS development I can’t help but feel a sense of
nostalgia for the days prior to working on ITSM so despite it taking
longer, it ends up being fun enough that I don’t mind.



Thanks,

* *

*Shawn Pierson *

Remedy Developer | Energy Transfer



*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
*Sent:* Monday, July 29, 2013 6:42 AM


*To:* arslist@ARSLIST.ORG
*Subject:* Re: SRM Question Conditions



**

Shawn,

You're right. To me, AIF is always the answer at the end when out of the
box SRM solutions have been exhausted. Personally, I like to always save
that as a last resort or when the complexity of the service demands it.
I've found when I do that, it really forces someone to get creative with
SRM and the standard functionality.

Sent from my iPhone


On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

 **

It may be overkill, but I haven’t seen anyone suggest an AIF (Advanced
Interface Form.)  Since that is actual development, you can basically do
whatever you want with it, and it will definitely allow you to have
multiple levels of conditions and such.  The catch is that you’re doing
development so it’s not as fast, but where building a basic service request
form should take you 30 minutes the AIF may take you half of a day instead,
assuming you are familiar with ARS development.



Thanks,

* *

*Shawn Pierson *

Remedy Developer | Energy Transfer



*From:* Action Request System discussion list(ARSList) [
mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Vyom Labs
Support
*Sent:* Monday, July 29, 2013 5:36 AM
*To:* arslist@ARSLIST.ORG
*Subject:* Re: SRM Question Conditions



**

Hi Dinesh,



If question is a radio buttons/check boxes or menu,we can add conditions to
question. For 1st level question, if there are 3 options in Radio
button/check box or menu,we can add three conditions.But we can't add
condition within one conditional question i.e we cannot add condition on
next level of the question.

I found

Re: SRM Question Conditions

[Pierson, Shawn]

I sort of oversimplified my requirement but that isn't a bad option.  
Basically, in my case we had something like:

Incident 1 Type
Company 1  Support Group 1
Company 2  Support Group 2
Change 1 Type
Company 1  Support Group 1
Company 2  Support Group 2
Incident 2 Type
Company 1  Support Group 3
Company 2  Support Group 4
Change 2 Type
Company 1  Support Group 3
Company 2  Support Group 4

A simple example of this would be that if you request access to an Accounting 
system you are routed to the security team, while if you are requesting an 
enhancement to it you are routed to a developer/app administrator, while a 
reporting request for the Accounting system may route you to a reporting team.  
Remedy can handle that pretty easily via the Assignment Engine.  However, by 
adding the Location Company to the mix (major components of my company are 
natural gas pipelines) we add another layer of complexity.  It's also not a 
true multi-tenancy issue, because it's not necessarily tied to the company the 
person reporting the Incident/Change is working for since a lot of them are 
shared services and thus split amongst all or some portion of the pipelines.  
It's more a matter of which pipeline they are reporting the request for.

I created a custom assignment mapping form that can handle this criteria, and 
it's (currently) only used by one AIF for the purpose of one department within 
I.T. but it's flexible enough that as we buy, sell, or merge pipeline companies 
and their systems we can easily set up mappings to handle it here.  I also had 
to update a few places to make the Support Group ID and related fields 
available for AOTs, so theoretically I can completely bypass the Assignment 
Engine from SRM whenever it's needed.  I haven't yet integrated them with 
Incident or Change Directly because I don't think there is much point, but it 
shouldn't be difficult to do if necessary.  Since ITSM itself doesn't handle 
this type of assignment routing as of 7.6.4, I'm not sure how easy it would be 
to do in a vanilla SRM form.  The new 8.x functionality Jason Miller brought up 
may be able to do it, but I'd probably still have to keep my custom assignment 
mapping form out there for reference purposes.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury
Sent: Monday, July 29, 2013 2:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Shawn,
Also for your example, couldn't you have had a search menu where you were doing 
the company lookup from the CTM:Support Group, but store the support group name 
value internally? Then you could set that in whatever fulfillment request 
you're trying to create.

Sent from my iPhone

On Jul 29, 2013, at 2:57 PM, Pierson, Shawn 
shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com 
wrote:
**
That's very interesting and looks like it might be able to do some of what I 
need AIFs for.  We're about to start an upgrade to 8.1 so that will be 
interesting to check out.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller
Sent: Monday, July 29, 2013 1:44 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

** So far we have been able to avoid AIFs but I know the day will come when we 
need to create one.  We have been using the approach Tauf mentioned in helping 
people be creative or relaxing their requirement (many times things asked for 
do not provide enough business value to justify the effort in making it happen).

A feature that was added in SRM 8.0 and has really helped us steer clear of 
AIFs are the Autofill Actions.

https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD

So far this has provided the the ability to look up (Set Fields if you will) 
configuration data that helps route the request to the correct fulfilment app 
and/or Support Group.

As an example we built an ITSM Process Designer workflow because we thought it 
was the only way (besides AIF) to create the dynamic process we needed 
(configuration based fulfillment and assignment).  Turns out there is a major 
flaw in ITSM PD that doesn't create the linking records between SRM:Request and 
the fulfillment apps (I call it a flaw but it is working as designed, they just 
didn't finish the design).  Since we started building the system on 7.6.04 and 
upgraded to 8.0 we overlooked the introduction of Autofill Actions.  We were 
able to recreate the process within SRM and everything worked as expected.  
Although I do miss the ITSM PD revisioning and ease of import/exporting just an 
XML file to transfer between environments.

Jason

On Mon, Jul 29, 2013

Re: SRM Question Conditions

[Chris Jones]

You are both correct.  PD will set the srinstance id field on the fulfilment 
request but it does not create the additional entry in APP:Instance Bridge form 
(I think this is the form name, I don't have access to a server right now.)

There were plans to introduce this but not sure on the current situation.

PD processes can still interact with the service request for your QA answers 
or the fulfilment requests created.

Chris

--- Original Message ---

From: Tauf Chowdhury taufc...@gmail.com
Sent: 29 July 2013 20:23
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

Jason,
Interesting that the relationship between SR and Fulfillment is not there.
I had worked extensively with the Abydos team and specifically requested
that functionality and from what I remember, they built that in. Maybe it
got dropped in translation when BMC acquired them. Chris Jones should be
able to answer this.
From what I remember, the create request task in PD is just a push to the
interface forms right? You could probably do a set fields $service request
ID$ or the instance ID into the SRID fields o the interface form you're
trying to push to.
I remember the one thing that was missing was if you had a task to create a
change/incident from within another change/incident, it wouldn't push the
relationship to the respective Associations form.

Sent from my iPhone

On Jul 29, 2013, at 2:43 PM, Jason Miller jason.mil...@gmail.com wrote:

** So far we have been able to avoid AIFs but I know the day will come when
we need to create one.  We have been using the approach Tauf mentioned in
helping people be creative or relaxing their requirement (many times
things asked for do not provide enough business value to justify the effort
in making it happen).

A feature that was added in SRM 8.0 and has really helped us steer clear of
AIFs are the Autofill Actions.

https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD

So far this has provided the the ability to look up (Set Fields if you
will) configuration data that helps route the request to the correct
fulfilment app and/or Support Group.

As an example we built an ITSM Process Designer workflow because we thought
it was the only way (besides AIF) to create the dynamic process we needed
(configuration based fulfillment and assignment).  Turns out there is a
major flaw in ITSM PD that doesn't create the linking records between
SRM:Request and the fulfillment apps (I call it a flaw but it is working as
designed, they just didn't finish the design).  Since we started building
the system on 7.6.04 and upgraded to 8.0 we overlooked the introduction of
Autofill Actions.  We were able to recreate the process within SRM and
everything worked as expected.  Although I do miss the ITSM PD revisioning
and ease of import/exporting just an XML file to transfer between
environments.

Jason


On Mon, Jul 29, 2013 at 4:47 AM, Pierson, Shawn 
shawn.pier...@energytransfer.com wrote:

 **

 I currently only have two AIFs in production right now out of less than 50
 types of requests (we’re still pushing our I.T. management on the
 importance of user self-service.)  The most recent one I probably could
 have done more easily by customizing the Assignment Engine in retrospect.
 The requirement I couldn’t meet was a custom type of assignment rule which
 should have been included out of the box, the ability to assign to
 different support groups based on Location Company.  Still, since I got my
 start purely doing ARS development I can’t help but feel a sense of
 nostalgia for the days prior to working on ITSM so despite it taking
 longer, it ends up being fun enough that I don’t mind.

 ** **

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Tauf Chowdhury
 *Sent:* Monday, July 29, 2013 6:42 AM

 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM Question Conditions

 ** **

 ** 

 Shawn,

 You're right. To me, AIF is always the answer at the end when out of the
 box SRM solutions have been exhausted. Personally, I like to always save
 that as a last resort or when the complexity of the service demands it.
 I've found when I do that, it really forces someone to get creative with
 SRM and the standard functionality.

 Sent from my iPhone


 On Jul 29, 2013, at 7:36 AM, Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:

  ** 

 It may be overkill, but I haven’t seen anyone suggest an AIF (Advanced
 Interface Form.)  Since that is actual development, you can basically do
 whatever you want with it, and it will definitely allow you to have
 multiple levels of conditions and such.  The catch is that you’re doing
 development so it’s not as fast, but where building a basic service request
 form should take you 30 minutes the AIF may take you half of a day instead,
 assuming you are familiar with ARS development

Re: SRM Question Conditions

[Brock, Anne]

Which version of SRM are you on? I believe in latter versions you can have 
conditions on conditions on conditions. We don't recommend more than 5 levels 
or so as it gets confusing, but you can have conditions on conditions.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Vyom Labs Support
Sent: Monday, July 29, 2013 3:36 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Question Conditions

**
Hi Dinesh,

If question is a radio buttons/check boxes or menu,we can add conditions to 
question. For 1st level question, if there are 3 options in Radio button/check 
box or menu,we can add three conditions.But we can't add condition within one 
conditional question i.e we cannot add condition on next level of the question.

I found that only one level of conditional question is supported.
--
Regards,
Preeti Karna

Vyom Labs Pvt. Ltd.
BSM Solutions  Services || ITIL Consulting  Training
|| Web Site: www.vyomlabs.comhttp://www.vyomlabs.com Follow Vyom Labs 
http://twitter.com/#!/vyomlabshttp://twitter.com/#%21/vyomlabs || 
http://www.linkedin.com/company/vyom-labs

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dinesh Kumar
Sent: Sunday, July 28, 2013 11:42 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM Question Conditions

**
Hello All,

How we can configure more than 2 condition in question SR question and mapping.

Remedy Version : 7.6.04 SP1

Regards,
Dinesh kumar.
_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: SRM Question Conditions

[Jason Miller]

That is exactly it, no SRM:AppInstanceBridge records if the SRD uses a PD
process instead of a PDT.  I had to hit my archive to refresh my memory.

The impact is:

   1. When an SR is cancelled the fulfillment request is not cancelled
   2. When a fulfillment request is cancelled/completed the SR is not
   cancelled/completed (or any other status update for that matter)
   3. Work Info entered in the SR cannot be seen in the fulfillment request
   4. Work Info entered in the fulfillment request cannot be seen in the SR
   5. Getting the following error when trying to open the SR from the
   fulfillment record (View Service Request button)
  - A failure occurred because the Web Path of the remote server
  servername is not configured in the AR System Server to Key Map form.
  (ARERR 9284)
 - We noticed in the database that the SRMSRegistryInstanceID
 column in the Change Request is NULL on the PD created request.  If I
 update the record with the CAI:AppRegistry ID for SRM the
button starts to
 work but the other 4 symptoms remain.
 - We found that we can hard code the value of
 SRMSRegistryInstanceID in the Process Designer and #5 is no
longer an issue.


Chris,
Can you give an example of PD processes can still interact with the
service request for your QA answers or the fulfilment requests created?

Jason

On Mon, Jul 29, 2013 at 1:13 PM, Chris Jones chrisaby...@hotmail.comwrote:

 **
 You are both correct.  PD will set the srinstance id field on the
 fulfilment request but it does not create the additional entry in
 APP:Instance Bridge form (I think this is the form name, I don't have
 access to a server right now.)

 There were plans to introduce this but not sure on the current situation.

 PD processes can still interact with the service request for your QA
 answers or the fulfilment requests created.

 Chris

 --- Original Message ---

 From: Tauf Chowdhury taufc...@gmail.com
 Sent: 29 July 2013 20:23

 To: arslist@ARSLIST.ORG
 Subject: Re: SRM Question Conditions

  **
 Jason,
 Interesting that the relationship between SR and Fulfillment is not there.
 I had worked extensively with the Abydos team and specifically requested
 that functionality and from what I remember, they built that in. Maybe it
 got dropped in translation when BMC acquired them. Chris Jones should be
 able to answer this.
 From what I remember, the create request task in PD is just a push to
 the interface forms right? You could probably do a set fields $service
 request ID$ or the instance ID into the SRID fields o the interface form
 you're trying to push to.
 I remember the one thing that was missing was if you had a task to create
 a change/incident from within another change/incident, it wouldn't push the
 relationship to the respective Associations form.

 Sent from my iPhone

 On Jul 29, 2013, at 2:43 PM, Jason Miller jason.mil...@gmail.com wrote:

  ** So far we have been able to avoid AIFs but I know the day will come
 when we need to create one.  We have been using the approach Tauf mentioned
 in helping people be creative or relaxing their requirement (many times
 things asked for do not provide enough business value to justify the effort
 in making it happen).

  A feature that was added in SRM 8.0 and has really helped us steer clear
 of AIFs are the Autofill Actions.


 https://docs.bmc.com/docs/display/public/srm80/Autofilling+responses+in+an+SRD

 So far this has provided the the ability to look up (Set Fields if you
 will) configuration data that helps route the request to the correct
 fulfilment app and/or Support Group.

  As an example we built an ITSM Process Designer workflow because we
 thought it was the only way (besides AIF) to create the dynamic process we
 needed (configuration based fulfillment and assignment).  Turns out there
 is a major flaw in ITSM PD that doesn't create the linking records between
 SRM:Request and the fulfillment apps (I call it a flaw but it is working as
 designed, they just didn't finish the design).  Since we started building
 the system on 7.6.04 and upgraded to 8.0 we overlooked the introduction of
 Autofill Actions.  We were able to recreate the process within SRM and
 everything worked as expected.  Although I do miss the ITSM PD revisioning
 and ease of import/exporting just an XML file to transfer between
 environments.

  Jason


 On Mon, Jul 29, 2013 at 4:47 AM, Pierson, Shawn 
 shawn.pier...@energytransfer.com wrote:

 **

 I currently only have two AIFs in production right now out of less than 50
 types of requests (we’re still pushing our I.T. management on the
 importance of user self-service.)  The most recent one I probably could
 have done more easily by customizing the Assignment Engine in retrospect.
 The requirement I couldn’t meet was a custom type of assignment rule which
 should have been included out of the box, the ability to assign to
 different support groups based on Location Company

Re: SRM Question Conditions

[Tauf Chowdhury]

Dinesh,
You weren't very detailed but let me take a guess and give you examples.
Lets say you have a question and the answers are Yes and No. You would
click on the question on the left after you add the 2 choices and then
click Add Condition. You have to then pick whether it is for the Yes
or No choice. You then should highlight the choice you picked the
condition for. You then have to add the sub questions under the
choice. Lets say you did that for choice Yes.  You then need to
rinse and repeat for choice No if you need condition questions under
that choice.
In 7.6.04, you can only go 1 level deep on conditions. What that means
is you can't go and add conditions for the questions you added under
choice Yes in the example.
In v8.x of SRM, you're able to add multi level conditions.
Hope this answers your question and doesn't confuse you further as you
sink down the SRM rabbit hole. :)

Sent from my iPhone

On Jul 28, 2013, at 2:12 PM, Dinesh Kumar guru...@gmail.com wrote:

 **
 Hello All,

 How we can configure more than 2 condition in question SR question and 
 mapping.

 Remedy Version : 7.6.04 SP1

 Regards,
 Dinesh kumar.
 _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: SRM Question Conditions

[Roger Justice]

Process Designer that was Abydos, can allow multiple condition's. A user can 
answer 1 or 2 or 3 or 4 or 5. PD will allow the output to be 4 different tasks 
that the input from the answer will be the qualification. Answer = 1 go to A, 
Answer =2 go to B and so forth.


-Original Message-
From: Tauf Chowdhury taufc...@gmail.com
To: arslist arslist@ARSLIST.ORG
Sent: Sun, Jul 28, 2013 2:39 pm
Subject: Re: SRM Question Conditions


Dinesh,
You weren't very detailed but let me take a guess and give you examples.
Lets say you have a question and the answers are Yes and No. You would
click on the question on the left after you add the 2 choices and then
click Add Condition. You have to then pick whether it is for the Yes
or No choice. You then should highlight the choice you picked the
condition for. You then have to add the sub questions under the
choice. Lets say you did that for choice Yes.  You then need to
rinse and repeat for choice No if you need condition questions under
that choice.
In 7.6.04, you can only go 1 level deep on conditions. What that means
is you can't go and add conditions for the questions you added under
choice Yes in the example.
In v8.x of SRM, you're able to add multi level conditions.
Hope this answers your question and doesn't confuse you further as you
sink down the SRM rabbit hole. :)

Sent from my iPhone

On Jul 28, 2013, at 2:12 PM, Dinesh Kumar guru...@gmail.com wrote:

 **
 Hello All,

 How we can configure more than 2 condition in question SR question and 
mapping.

 Remedy Version : 7.6.04 SP1

 Regards,
 Dinesh kumar.
 _ARSlist: Where the Answers Are and have been for 20 years_

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

 

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

Re: SRM Approval

[Lee Cullom]

Here's a video that shows you how.  It's about an hour long... showing the 
process of creation from start to finish, including approval mapping.  It's a 
little bit wonky as you will see... however... it's not as hard as ServiceNow 
(see the video right next to it).

http://www.itsmuniversity.net/service-request-management-8/ - this applies to 
7.6.4 as well.  The process is exactly the same.




For our latest product demonstrations, please visit - 
http://www.youtube.com/user/northcraftanalytics

Lee Cullom | Northcraft Analytics
IT Metrics Specialist | Business Intelligence for ITSM
Direct - 678-438-7244 | 
lee.cul...@northcraftanalytics.commailto:lee.cul...@northcraftanalytics.com
Main - (678) 664-ITSM
[Description: Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSo4qhIq-bDh4Z1UzKXet0tiAZqqejjd1BT8lVOHdrzZQwqeZun]http://www.linkedin.com/in/leecullom[Description:
 Description: 
http://t0.gstatic.com/images?q=tbn:ANd9GcSWE5AoudybparNXkh21Br8ZWGNBqdra5ylZ63igCoZ36o5b5iFEA]http://twitter.com/#!/NorthcraftIT
http://www.northcraftanalytics.comhttp://www.northcraftanalytics.com/


THE CONTENTS OF THIS EMAIL, INCLUDING THE CONTENTS OF ANY ATTACHMENTS HERETO, 
CONSTITUTES CONFIDENTIAL INFORMATION AND IS SUBJECT TO A CONFIDENTIALITY AND 
NON-DISCLOSURE AGREEMENT BETWEEN THE RECIPIENT AND NORTHCRAFT ANALYTICS LLC.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Friday, July 19, 2013 4:43 PM
To: arslist@ARSLIST.ORG
Subject: SRM Approval

**
Hello

I was wondering if anyone ever done customized approval process to SRM in which 
the requester answers a field and the approval process kicks in.
The scenario is as follow: Requester selects windows system from a drop down, 
no approval is generated. However, when Linux or Unix, approval should be 
generated.
I created a custom approval process with few rules as Get Authority, Prep Get 
and Get Next, but it doesn't seem to be working as needed. How can I not attach 
the approval to those requests that the user indicated a Windows System?
SRM 7.6.04
Any thoughts will be appreciated

--
Mohamed Abdelaziz
_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
inline: image001.jpginline: image002.jpg

Re: SRM Approval

[Łukasz Krzaczkowski]

Hi,

Please map interesting answer (e.g. system type) to one of SR Type Field
parameters. Then use this parameter in approval chain qualification.

Regards
Lukasz


2013/7/19 Mohamed Abdelaziz moe.abdela...@gmail.com

 **
 Hello

 I was wondering if anyone ever done customized approval process to SRM in
 which the requester answers a field and the approval process kicks in.

 The scenario is as follow: Requester selects windows system from a drop
 down, no approval is generated. However, when Linux or Unix, approval
 should be generated.

 I created a custom approval process with few rules as Get Authority, Prep
 Get and Get Next, but it doesn't seem to be working as needed. How can I
 not attach the approval to those requests that the user indicated a Windows
 System?

 SRM 7.6.04

 Any thoughts will be appreciated

 --
 Mohamed Abdelaziz
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
*Łukasz Krzaczkowski*

http://pl.linkedin.com/pub/%C5%82ukasz-krzaczkowski/4/345/989

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

Re: SRM Approval

[Kulkarni, Vikrant]

Hi,

What I have done in one such requirements was

1. Create a new custom form which holds information of the Approval group for 
particular CTI's for which I need approval to be triggered.

2. Next is we got the CTI for which the request is raised on the SRM:Request 
form.

3. Then we created a join of the SRM:Request form and the custom form we 
created above. The join criteria is CTI.

4. Next we created rule for SRM level approval. The rule uses the join form 
created above in the set fields tab and on matching Request Number 
qualification I would set next approver from the join form with level as 
required.

5. The last thing remains is to adjust correct approval order. What we have 
done is the new rule that re have written takes precedence over the OOTB rule 
that looks for possible approval in the approval mapping form.

These steps got the custom approval running in the system which are CTI based 
and can be either group level or individual level.

Hope this helps.

Thanks,
Vikrant

Sent from my Xperia™ smartphone apologies if the formatting gets messed up 
still half asleep I am.

Łukasz Krzaczkowski lkrzaczkow...@gmail.com wrote:



**
Hi,

Please map interesting answer (e.g. system type) to one of SR Type Field 
parameters. Then use this parameter in approval chain qualification.

Regards
Lukasz


2013/7/19 Mohamed Abdelaziz 
moe.abdela...@gmail.commailto:moe.abdela...@gmail.com
**
Hello

I was wondering if anyone ever done customized approval process to SRM in which 
the requester answers a field and the approval process kicks in.

The scenario is as follow: Requester selects windows system from a drop down, 
no approval is generated. However, when Linux or Unix, approval should be 
generated.

I created a custom approval process with few rules as Get Authority, Prep Get 
and Get Next, but it doesn't seem to be working as needed. How can I not attach 
the approval to those requests that the user indicated a Windows System?

SRM 7.6.04

Any thoughts will be appreciated

--
Mohamed Abdelaziz
_ARSlist: Where the Answers Are and have been for 20 years_



--
Łukasz Krzaczkowski

[http://www.linkedin.com/img/webpromo/btn_viewmy_160x25.png]http://pl.linkedin.com/pub/%C5%82ukasz-krzaczkowski/4/345/989
_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: SRM 7.1 to 8.1

[Longwing, Lj]

I believe that if you are upgrading your 7.1 SRM to 8.1, it'll convert
everything necessary.


On Thu, Jul 18, 2013 at 1:56 PM, Rick Phillips r...@netfirst.com wrote:

 Hi,

 Is it possible to move 7.1 SRD's to 8.1, or do I need to recreate them?

 ARS/ITSM/SRM 8.1
 MS SQL
 Windows

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


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

Re: SRM 7.1 to 8.1

[Rick Phillips]

Thanks, LJ.

We're not upgrading the 7.1 server, but instead have moved selected 
legacy Foundation data to the new 8.1 instance (re-imported via DMT so 
that we have new ID's and GUID's), and created new foundation data where 
needed to address new business requirements (also imported via DMT).


So it looks like the options are:

1) Manually re-created the SRD's in the new 8.1 system, or
2) Upgrade the 7.1 system (or a clone of it), then export from the 
upgraded system and import into the pre-production 8.1 system using SRM 
import/export.


rp

On 7/18/2013 1:03 PM, Longwing, Lj wrote:

**
I believe that if you are upgrading your 7.1 SRM to 8.1, it'll convert 
everything necessary.



On Thu, Jul 18, 2013 at 1:56 PM, Rick Phillips r...@netfirst.com 
mailto:r...@netfirst.com wrote:


Hi,

Is it possible to move 7.1 SRD's to 8.1, or do I need to recreate
them?

ARS/ITSM/SRM 8.1
MS SQL
Windows


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
http://www.arslist.org
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: SRM AIF adding custom fields in 8.x

[Kiran Patil]

Hi Mark,

This is very strange remedy behavior :)
Anyway, You can try with OOB Non SR fields available on AIF form. Check if
same scenario work for OOB Non SR field.
If that works, then it should alos work for your custom field.

Regards
Kiran




On Tue, Jul 9, 2013 at 11:53 PM, Mark VanOsdel
mark.vanos...@firstdata.comwrote:

 Hello, is it possible to add custom fields to an Advanced Interface Form
 (AIF) in SRM v8.1 and have those fields get saved to the custom AIF form on
 submit? I have done this in previous version very easily; however, it is
 not working in v8.1.

 Please note, I created my AIF from (SRS:AdvancedInterface_Without
 BackendMapping) and all I want to do is add custom fields and have them
 saved directly to the AIF form on submit... there is no backend mapping to
 WO or anything. I can see the filter that performs the push fields to the
 AIF form fire; however, it does not have the field values for my custom
 fields. The odd part is if I hard code a value to the custom field in the
 filter, it will push that value but not what is entered in the fields
 directly.

 Any help would be greatly appriciated.


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




-- 
*Regards*
*
**Kiran Patil*
*Cognizant Technology Solutions*
*Pune, India*
*Mob No: +91 989 037 7125
*

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

Re: SRM v760 migrate (import/export) to SRM v8.1

[David Chan]

Hi Peter

it's getting another environment and then setting up with the current config 
(ARS v7.5, customized ITSM v703, SRM v760, etc...).  

We already have an out of the box v764 env.. and my thinking was 
export/import the SRD(s) from my current PROD to the v764 and export/import 
into our new out of the box v8.1 env.

If we get another ARS v75/ITSM v704/SRM v760 env... are you saying that we can 
directly go to v8.1 ARS/ITSM/SRM...without running into any issues?

dave

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

Re: SRM v760 migrate (import/export) to SRM v8.1

[Adams, Peter]

What speaks against upgrading the existing SRM 7.6 / ITSM 7.0.03 environment 
directly to 8.1?

Peter



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Chan
Sent: Thursday, June 27, 2013 9:16 AM
To: arslist@ARSLIST.ORG
Subject: SRM v760 migrate (import/export) to SRM v8.1

Hi All

We plan on creating/moving to a net new v81 env.  We currently have a mix ARS 
v75, ITSM v703, SRM v760 env.

For SRM... the BMC manuals, it says we need to upgrade our current ARS 
v75/SRM v760 env to ARS/SRM v764 in order to migrate (export/import) into a 
v8.1 env. 

For those who have/had v763 and older SRM module, how did you migrate 
(import/export) your older v760 SRD/PDT/AOT/WorkOrder templates to your new v81 
env?  

We have a base v764 and v81 env and I exported/imported a couple request from 
our SRM v760 -- v764 -- v81.  The imported SRD(s) work in v81... but I do not 
know if there are any implications or hidden gotchas... doing it this way.


thanks in advance

Dave

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

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

Re: SRM 7.6 Advanced Interface Forms

[Pierson, Shawn]

What you're saying definitely makes sense, but it still makes it look like even 
BMC doesn't know how to use Advanced Interface Forms.  As I may have mentioned 
when I posted this, the last time I had to do it was with the Admin Tool.  It's 
much harder with Developer Studio despite me being completely comfortable with 
it otherwise.  Even with a packing list (I tend to use Working Lists similar to 
how you use Packing Lists normally) it's still difficult because there's no way 
to select all 59 Active Links, for example, and have it create overlays on all 
of them, which is required to be able to select all of them and click Edit to 
add the new form to all of the records.  It's not rocket science and it's only 
a problem the first time, but you would think that BMC would have shipped the 
AIF forms and workflows with overlays out of the box and maybe even some 
predefined grouping to make it more user friendly.

99% of what I do in SRM can be done with the normal types of forms so maybe it 
isn't as big of a deal as I am making it into.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Tuesday, May 21, 2013 4:35 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 7.6 Advanced Interface Forms

**
Hi,
You are correct in that the course material does mention this as:

Make copies of the workflow that was on the original form. By copying this 
workflow, you retain your copy during upgrades. You only need to perform this 
step one time for each Advanced Interface type form you are copying.

You then use this copied workflow to add any additional AIF's that you build. 
 This is recommended in a ROD environment.

However, the Guides list the following:

To avoid migration issues, do not copy and rename the workflow that is 
attached to the included advanced interface forms.

I do however mention to students to use the advice in the guides when I teach 
this course, as it is easy to miss key workflow when performing a copy.

The easiest way to do a copy is to use a Packing List against the form in 
question to see the related workflow.

There have been times during  a migration when I have missed specific workflow 
in the .def file using Packing Lists, and the quick and dirty solution was to 
export the OOB AIF and related workflow, and import into the system (saved 
hours of work going through what was missed).

Making a copy of the workflow takes longer to identify the missing parts when 
doing a migration, but it does preserve the original if it is ever updated 
during an upgrade.

Both ways are valid, but I prefer the association to the original workflow as 
opposed to a copy due to the above situation previously encountered.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 21 May 2013 21:33
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM 7.6 Advanced Interface Forms

**
In the Student Guide for BMC Service Request Management 7.6: Administering and 
Configuring on Page A - 28 it says:

Open BMC Developer Studio and copy the Active Links, Active Link Guides, and 
Filters from the SRS:AdvancedInterface_WithBackendMapping form to your new form.
Make copies of the workflow that was on the original form.

Of course there are several other mistakes in the manual about how to create an 
AIF including references to functionality absent in Developer Studio that was 
in the Administrator Tool.  I hadn't reviewed the BMC documentation because I 
thought that the class my employer paid a lot of money for (which doesn't even 
cover AIF, other than mentioning that it is discussed in Appendix A) would be 
of better quality than the documentation we get included with our support 
contract.  Apparently I thought wrong.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Tuesday, May 21, 2013 3:23 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: SRM 7.6 Advanced Interface Forms

**
Hi,
Not sure where you read that, but it is still the practise to copy an existing 
form and relate the existing workflow to your new form.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 21 May 2013 14:11
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM 7.6 Advanced Interface Forms

**
Good morning,

I'm working on my first AIF in several years, and in looking at the 
documentation it appears that the strategy has shifted in how they are to be 
built.  In the past, we were told to use shared workflow and add the new AIF to 
all

Re: SRM 7.6 Advanced Interface Forms

[Carl Wilson]

Hi,

Not sure where you read that, but it is still the practise to copy an
existing form and relate the existing workflow to your new form.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 21 May 2013 14:11
To: arslist@ARSLIST.ORG
Subject: SRM 7.6 Advanced Interface Forms

 

** 

Good morning,

 

I'm working on my first AIF in several years, and in looking at the
documentation it appears that the strategy has shifted in how they are to be
built.  In the past, we were told to use shared workflow and add the new AIF
to all the existing active links and filters.  In looking at the 7.6
documentation, it says not to do that, but rather to make copies of the
workflow.

 

If this is correct, is there an easy way to do this in bulk?  The only thing
I can think of is manually exporting .DEF files and editing them, which BMC
seem to not want us to do.  I'm also not going to waste my time manually
copying 85 pieces of workflow one at a time.  Is there a better way to do
this that I'm missing?  I'm trying the editing of the def file at the moment
but I know that can be a hassle too, just much less of one than doing a one
at a time copy.

 

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_ 


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

Re: SRM 7.6 Advanced Interface Forms

[Pierson, Shawn]

In the Student Guide for BMC Service Request Management 7.6: Administering and 
Configuring on Page A - 28 it says:

Open BMC Developer Studio and copy the Active Links, Active Link Guides, and 
Filters from the SRS:AdvancedInterface_WithBackendMapping form to your new form.
Make copies of the workflow that was on the original form.

Of course there are several other mistakes in the manual about how to create an 
AIF including references to functionality absent in Developer Studio that was 
in the Administrator Tool.  I hadn't reviewed the BMC documentation because I 
thought that the class my employer paid a lot of money for (which doesn't even 
cover AIF, other than mentioning that it is discussed in Appendix A) would be 
of better quality than the documentation we get included with our support 
contract.  Apparently I thought wrong.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Tuesday, May 21, 2013 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 7.6 Advanced Interface Forms

**
Hi,
Not sure where you read that, but it is still the practise to copy an existing 
form and relate the existing workflow to your new form.



Kind Regards,

Carl Wilson

http://www.missingpiecessoftware.com/

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 21 May 2013 14:11
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM 7.6 Advanced Interface Forms

**
Good morning,

I'm working on my first AIF in several years, and in looking at the 
documentation it appears that the strategy has shifted in how they are to be 
built.  In the past, we were told to use shared workflow and add the new AIF to 
all the existing active links and filters.  In looking at the 7.6 
documentation, it says not to do that, but rather to make copies of the 
workflow.

If this is correct, is there an easy way to do this in bulk?  The only thing I 
can think of is manually exporting .DEF files and editing them, which BMC seem 
to not want us to do.  I'm also not going to waste my time manually copying 85 
pieces of workflow one at a time.  Is there a better way to do this that I'm 
missing?  I'm trying the editing of the def file at the moment but I know that 
can be a hassle too, just much less of one than doing a one at a time copy.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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

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

Re: SRM 7.6 Advanced Interface Forms

[Carl Wilson]

Hi,

You are correct in that the course material does mention this as:

 

Make copies of the workflow that was on the original form. By copying this
workflow, you retain your copy during upgrades. You only need to perform
this step one time for each Advanced Interface type form you are copying.

 

You then use this copied workflow to add any additional AIF's that you
build.  This is recommended in a ROD environment.

 

However, the Guides list the following:

 

To avoid migration issues, do not copy and rename the workflow that is
attached to the included advanced interface forms.

 

I do however mention to students to use the advice in the guides when I
teach this course, as it is easy to miss key workflow when performing a
copy.

  

The easiest way to do a copy is to use a Packing List against the form in
question to see the related workflow.

 

There have been times during  a migration when I have missed specific
workflow in the .def file using Packing Lists, and the quick and dirty
solution was to export the OOB AIF and related workflow, and import into the
system (saved hours of work going through what was missed).   

 

Making a copy of the workflow takes longer to identify the missing parts
when doing a migration, but it does preserve the original if it is ever
updated during an upgrade.

 

Both ways are valid, but I prefer the association to the original workflow
as opposed to a copy due to the above situation previously encountered.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 21 May 2013 21:33
To: arslist@ARSLIST.ORG
Subject: Re: SRM 7.6 Advanced Interface Forms

 

** 

In the Student Guide for BMC Service Request Management 7.6: Administering
and Configuring on Page A - 28 it says:

 

Open BMC Developer Studio and copy the Active Links, Active Link Guides,
and Filters from the SRS:AdvancedInterface_WithBackendMapping form to your
new form.

Make copies of the workflow that was on the original form.

 

Of course there are several other mistakes in the manual about how to create
an AIF including references to functionality absent in Developer Studio that
was in the Administrator Tool.  I hadn't reviewed the BMC documentation
because I thought that the class my employer paid a lot of money for (which
doesn't even cover AIF, other than mentioning that it is discussed in
Appendix A) would be of better quality than the documentation we get
included with our support contract.  Apparently I thought wrong.

 

Thanks,

 

Shawn Pierson 

Remedy Developer | Energy Transfer

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Carl Wilson
Sent: Tuesday, May 21, 2013 3:23 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM 7.6 Advanced Interface Forms

 

** 

Hi,

Not sure where you read that, but it is still the practise to copy an
existing form and relate the existing workflow to your new form.

 

  _  

 

Kind Regards,

 

Carl Wilson

 

http://www.missingpiecessoftware.com/

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pierson, Shawn
Sent: 21 May 2013 14:11
To: arslist@ARSLIST.ORG
Subject: SRM 7.6 Advanced Interface Forms

 

** 

Good morning,

 

I'm working on my first AIF in several years, and in looking at the
documentation it appears that the strategy has shifted in how they are to be
built.  In the past, we were told to use shared workflow and add the new AIF
to all the existing active links and filters.  In looking at the 7.6
documentation, it says not to do that, but rather to make copies of the
workflow.

 

If this is correct, is there an easy way to do this in bulk?  The only thing
I can think of is manually exporting .DEF files and editing them, which BMC
seem to not want us to do.  I'm also not going to waste my time manually
copying 85 pieces of workflow one at a time.  Is there a better way to do
this that I'm missing?  I'm trying the editing of the def file at the moment
but I know that can be a hassle too, just much less of one than doing a one
at a time copy.

 

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
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_ 


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

Re: SRM 7.6 Advanced Interface Forms

[John Sundberg]

Do you guys mind if I grab this email thread to be used in Kinetic Request
sales :)


-John


On Tue, May 21, 2013 at 4:35 PM, Carl Wilson carlbwil...@gmail.com wrote:

 **

 Hi,

 You are correct in that the course material does mention this as:

 ** **

 Make copies of the workflow that was on the original form. By copying
 this workflow, you retain your copy during upgrades. You only need to
 perform this step one time for each Advanced Interface type form you are
 copying.

 ** **

 You then use this copied workflow to add any additional AIF's that you
 build.  This is recommended in a ROD environment.

 ** **

 However, the Guides list the following:

 ** **

 To avoid migration issues, do *not *copy and rename the workflow that is
 attached to the included advanced interface forms.

 ** **

 I do however mention to students to use the advice in the guides when I
 teach this course, as it is easy to miss key workflow when performing a
 copy.

   

 The easiest way to do a copy is to use a Packing List against the form in
 question to see the related workflow.

 ** **

 There have been times during  a migration when I have missed specific
 workflow in the .def file using Packing Lists, and the quick and dirty
 solution was to export the OOB AIF and related workflow, and import into
 the system (saved hours of work going through what was missed).   

 ** **

 Making a copy of the workflow takes longer to identify the missing parts
 when doing a migration, but it does preserve the original if it is ever
 updated during an upgrade.

 ** **

 Both ways are valid, but I prefer the association to the original workflow
 as opposed to a copy due to the above situation previously encountered.***
 *

  
  --

  

 Kind Regards,

  

 *Carl Wilson*

  

 http://www.missingpiecessoftware.com/

 ** **

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Pierson, Shawn
 *Sent:* 21 May 2013 21:33
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM 7.6 Advanced Interface Forms

 ** **

 ** 

 In the Student Guide for BMC Service Request Management 7.6: Administering
 and Configuring on Page A – 28 it says:

 ** **

 “Open BMC Developer Studio and copy the Active Links, Active Link Guides,
 and Filters from the SRS:AdvancedInterface_WithBackendMapping form to your
 new form.

 Make copies of the workflow that was on the original form.”

 ** **

 Of course there are several other mistakes in the manual about how to
 create an AIF including references to functionality absent in Developer
 Studio that was in the Administrator Tool.  I hadn’t reviewed the BMC
 documentation because I thought that the class my employer paid a lot of
 money for (which doesn’t even cover AIF, other than mentioning that it is
 discussed in Appendix A) would be of better quality than the documentation
 we get included with our support contract.  Apparently I thought wrong.***
 *

 ** **

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

 ** **

 *From:* Action Request System discussion list(ARSList) [mailto:
 arslist@ARSLIST.ORG] *On Behalf Of *Carl Wilson
 *Sent:* Tuesday, May 21, 2013 3:23 PM
 *To:* arslist@ARSLIST.ORG
 *Subject:* Re: SRM 7.6 Advanced Interface Forms

 ** **

 ** 

 Hi,

 Not sure where you read that, but it is still the practise to copy an
 existing form and relate the existing workflow to your new form.

 ** **
   --

  

 Kind Regards,

  

 *Carl Wilson*

  

 http://www.missingpiecessoftware.com/

 ** **

 *From:* Action Request System discussion list(ARSList) [
 mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Pierson,
 Shawn
 *Sent:* 21 May 2013 14:11
 *To:* arslist@ARSLIST.ORG
 *Subject:* SRM 7.6 Advanced Interface Forms

 ** **

 ** 

 Good morning,

 ** **

 I’m working on my first AIF in several years, and in looking at the
 documentation it appears that the strategy has shifted in how they are to
 be built.  In the past, we were told to use shared workflow and add the new
 AIF to all the existing active links and filters.  In looking at the 7.6
 documentation, it says not to do that, but rather to make copies of the
 workflow.

 ** **

 If this is correct, is there an easy way to do this in bulk?  The only
 thing I can think of is manually exporting .DEF files and editing them,
 which BMC seem to not want us to do.  I’m also not going to waste my time
 manually copying 85 pieces of workflow one at a time.  Is there a better
 way to do this that I’m missing?  I’m trying the editing of the def file at
 the moment but I know that can be a hassle too, just much less of one than
 doing a one at a time copy.

 ** **

 Thanks,

 * *

 *Shawn Pierson *

 Remedy Developer | Energy Transfer

 ** **

 Private

Re: SRM Issue

[Praveen Kumar]

Hi Listers,

I believe this is defect in SRM 7.6.04 SP2 and fixed in SP4.
Scenario : Attachment added from fulfillment request in not accessible from 
Request Entry console (SRS:ServiceRequestConsole), where as the same can be 
opened from Request Details tab(SRS:RequestDetails form).

When we click on attachment, the active link 
SRS:SRC:ListenerToEventFrom_WorkLogViewField0 sets the attachment source form 
name and attachment instance id in order to open the attachment. But here when 
we click upon the attachment from Request Entry form the above mentioned active 
link not able to set AttachmentSourceFormName field value. Since the 
concerned field missing from the form SRS:Service Request Console, this 
active link not able to set the value which in turn not able to open the 
attachment.

Solution: Add a new character field to the form SRS:ServiceRequestConsole 
with following attributes will resolve the issue.

Field Name: AttachmentSourceFormName
Field ID : 304309590
Permissions: General acces - View ; Public - change
Display - visible : False
DataBase field Name : AttachmentSourceFormName
Label : AttachmentSourceFormName

This might me bug for the SP2 version i fixed in SP4. If any one found 
defect/bug with BMC please reply back.

Regards,
Prawin.

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

Re: SRM Issue

[vaibhav wadekar]

Hello Raj,

What Patch level you are on for SRM 7.6.04, We  have seen such issue with
unpatch version of 7.6.04 and all of them got corrected in 7.6.04 sp4. Also
when you  adding an attachment, do you select the internal or Public? when
you select public (radio button), it will be display within activity log.


~ Vaibhav


On Mon, Apr 12, 2010 at 4:25 PM, Raj rajkumar.pad...@vyomlabs.com wrote:

 Hi,

 I am facing the following issue,
 In SRM external customer users are unable to view attachments in the
 activity log.

 Thanks in advance.

 Regards,
 Rajkumar

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


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

Re: SRM Issue

[Parekar, Rahul]

Is this something that users are able to view the attachment, but when they 
click on the attachment then nothing happens?  If this is the issue then there 
is a defect SW00440310 which might be applicable to your case.

SW00440310 - If anyone other than the requester adds the attachment to the work 
order then the requester is not able to open the attachment from the Request 
entry console.


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar
Sent: Tuesday, 16 April 2013 4:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Issue

**
Hello Raj,
What Patch level you are on for SRM 7.6.04, We  have seen such issue with 
unpatch version of 7.6.04 and all of them got corrected in 7.6.04 sp4. Also 
when you  adding an attachment, do you select the internal or Public? when you 
select public (radio button), it will be display within activity log.

~ Vaibhav

On Mon, Apr 12, 2010 at 4:25 PM, Raj 
rajkumar.pad...@vyomlabs.commailto:rajkumar.pad...@vyomlabs.com wrote:
Hi,

I am facing the following issue,
In SRM external customer users are unable to view attachments in the activity 
log.

Thanks in advance.

Regards,
Rajkumar

___
UNSUBSCRIBE or access ARSlist Archives at 
www.arslist.orghttp://www.arslist.org
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: SRM Issue

[Raj]

Hi Tauf ,

We have SRM with version 7.6.04 and here external means the clients 
using SRM through internet and when they tried to open attachments of 
their own requests it is not visible to them. I have tried your 
suggestion every thing looks fine. I am not getting what is the problem.


Thanks,
Rajkumar

On 4/12/2013 4:00 AM, Tauf Chowdhury wrote:

Raj,
More info needed. Start with version.
Then, what does external mean? Are these people who have access to
remedy and SRM? Are they coming in through the internet? Are they
looking at their own requests?
Here's a few things that cause attachment issues sometimes:
1: Make sure pop up blockers are disabled.
2: Check to see that when they log into remedy (using IE), it is a
trusted site or local intranet. I've seen issues where if it is Public
Internet, attachments don't show up. Really, this is because of some
underlying security option that is checked and is less restrictive.

Sent from my iPhone

On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote:


Hi,

I am facing the following issue,
In SRM external customer users are unable to view attachments in the activity 
log.

Thanks in advance.

Regards,
Rajkumar

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

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




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

Re: SRM Issue

[Tauf Chowdhury]

So can you go into more detail on not visible to them? Do they see
the activity log entry and then the attachment table? Do they then
click on it and then nothing happens? Or a window opens and nothing is
displayed? What browser are you using and did you try a different
browser?

Sent from my iPhone

On Apr 13, 2013, at 4:29 AM, Raj rajkumar.pad...@vyomlabs.com wrote:

 Hi Tauf ,

 We have SRM with version 7.6.04 and here external means the clients using SRM 
 through internet and when they tried to open attachments of their own 
 requests it is not visible to them. I have tried your suggestion every thing 
 looks fine. I am not getting what is the problem.

 Thanks,
 Rajkumar

 On 4/12/2013 4:00 AM, Tauf Chowdhury wrote:
 Raj,
 More info needed. Start with version.
 Then, what does external mean? Are these people who have access to
 remedy and SRM? Are they coming in through the internet? Are they
 looking at their own requests?
 Here's a few things that cause attachment issues sometimes:
 1: Make sure pop up blockers are disabled.
 2: Check to see that when they log into remedy (using IE), it is a
 trusted site or local intranet. I've seen issues where if it is Public
 Internet, attachments don't show up. Really, this is because of some
 underlying security option that is checked and is less restrictive.

 Sent from my iPhone

 On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote:

 Hi,

 I am facing the following issue,
 In SRM external customer users are unable to view attachments in the 
 activity log.

 Thanks in advance.

 Regards,
 Rajkumar

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

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

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

Re: SRM Issue

[Tauf Chowdhury]

Raj,
More info needed. Start with version.
Then, what does external mean? Are these people who have access to
remedy and SRM? Are they coming in through the internet? Are they
looking at their own requests?
Here's a few things that cause attachment issues sometimes:
1: Make sure pop up blockers are disabled.
2: Check to see that when they log into remedy (using IE), it is a
trusted site or local intranet. I've seen issues where if it is Public
Internet, attachments don't show up. Really, this is because of some
underlying security option that is checked and is less restrictive.

Sent from my iPhone

On Apr 12, 2013, at 6:53 AM, Raj rajkumar.pad...@vyomlabs.com wrote:

 Hi,

 I am facing the following issue,
 In SRM external customer users are unable to view attachments in the activity 
 log.

 Thanks in advance.

 Regards,
 Rajkumar

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

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

Re: SRM Admin Guide Required

[patrick zandi]

Unfortunately, BMC’s legal department has classified BMC documentation as
BMC Intellectual Property.  This means that only authorized BMC employees
can distribute documentation – and then only through methods approved by
BMC.

  Please remove any BMC documentation from a public site not controlled
explicitly by BMC until BMC formally lifts this restriction.
-


On Mon, Apr 8, 2013 at 9:59 AM, Rajat Sharma rajatcome...@gmail.com wrote:

 **
 Hi All,

 It will be really helpful if some one can share SRM Admin Guide with me.

 Thanks,
 Rajat
 _ARSlist: Where the Answers Are and have been for 20 years_




-- 
Patrick Zandi

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

Re: SRM Admin Guide Required

[David Easter]

With the introduction of the Wiki based documentation, there really aren't any 
guides anymore.  But if you're on an older version, e.g. 7.6.04, you can get 
the SRM Admin Guide here:
 
BMC Service Request Management 7.6.04 Administration Guide   28-Jan-2011  PDF 
 
If you're on a later version, you can look for your information by searching 
through the online documentation.   For example, the 8.1.00 SRM documentation 
can be found here:
 
  Online documentation for BMC Service Request Management 8.1 and its service 
packs and patches  HTM 
 
Thanks,
 
-David J. Easter
  


 From: Rajat Sharma rajatcome...@gmail.com
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 6:59 AM
Subject: SRM Admin Guide Required
   
** 
Hi All, 

It will be really helpful if some one can share SRM Admin Guide with me. 

Thanks, 
Rajat
_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: SRM Admin Guide Required

[Lockwood, Teresa L]

I had to chuckle at older version, e.g. 7.6.04.   Welcome back David!

~
Terri

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Easter
Sent: Monday, April 08, 2013 11:06 AM
To: arslist@ARSLIST.ORG
Subject: Re: SRM Admin Guide Required

**
With the introduction of the Wiki based documentation, there really aren't any 
guides anymore.  But if you're on an older version, e.g. 7.6.04, you can get 
the SRM Admin Guide here:

BMC Service Request Management 7.6.04 Administration Guide

28-Jan-2011

PDFhttp://documents.bmc.com/supportu/documents/00/17/180017/180017.pdf


If you're on a later version, you can look for your information by searching 
through the online documentation.   For example, the 8.1.00 SRM documentation 
can be found here:


Online documentation for BMC Service Request Management 8.1 and its service 
packs and patches

HTMhttps://docs.bmc.com/docs/display/srm81


Thanks,

-David J. Easter

From: Rajat Sharma rajatcome...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Monday, April 8, 2013 6:59 AM
Subject: SRM Admin Guide Required
**
Hi All,

It will be really helpful if some one can share SRM Admin Guide with me.

Thanks,
Rajat
_ARSlist: Where the Answers Are and have been for 20 years_
_ARSlist: Where the Answers Are and have been for 20 years_
This email (including any attachments) may contain information that is private 
or business confidential. If you received this email in error, please delete it 
from your system without copying it and notify sender by reply email so that 
our records can be corrected.

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

Re: SRM Admin Guide Required

[Ben Chernys]

It doesn't look like much has changed David (other than the email signature
and the email address) J

Cheers

Ben

 

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of David Easter
Sent: April-08-13 17:06
To: arslist@ARSLIST.ORG
Subject: Re: SRM Admin Guide Required

 

** 

With the introduction of the Wiki based documentation, there really aren't
any guides anymore.  But if you're on an older version, e.g. 7.6.04, you
can get the SRM Admin Guide here:

 


BMC Service Request Management 7.6.04 Administration Guide 

28-Jan-2011

 http://documents.bmc.com/supportu/documents/00/17/180017/180017.pdf PDF

 

If you're on a later version, you can look for your information by searching
through the online documentation.   For example, the 8.1.00 SRM
documentation can be found here:

 


Online documentation for BMC Service Request Management 8.1 and its service
packs and patches

 https://docs.bmc.com/docs/display/srm81 HTM

 

Thanks,

 

-David J. Easter

  

From: Rajat Sharma rajatcome...@gmail.com
To: arslist@ARSLIST.ORG 
Sent: Monday, April 8, 2013 6:59 AM
Subject: SRM Admin Guide Required

** 

Hi All,

 

It will be really helpful if some one can share SRM Admin Guide with me.

 

Thanks,

Rajat

_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


smime.p7s
Description: S/MIME cryptographic signature

Re: SRM NeedsAttention Image

[laurent matheo]

**
Hi :)If you mean that sometimes the picture isn't displayed or with a red cross instead (telling that he didn't find the picture) then you can also edit some filters, they are named something like "SRM:REQ:UpdateStatusImage_155".We had a server name like this:servername.domainnamebut the picture couldn't be found, it needed "servername". We had to alter some filters, for example:SRM:REQ:UpdateNeedsAttentionImageOnin the set fields we changed:$SERVER$To:LEFT($SERVER$,STRSTR($SERVER$,"."))This way we stripped the "servername.domainname" to "servername".There are other filters calling pictures as well, it's something begining like:SRM:REQ:UpdateStatusImage_155On 12 Mar, 2013,at 04:44 AM, "Parekar, Rahul" rahul_pare...@bmc.com wrote:In Mid-tier configuration you need to set FQDN for AR Server. There is defect SW00359332 logged for Needs attention flag to be clear when requested is closed. Date: Mon, 11 Mar 2013 12:43:39 -0400 From: caruso.fr...@gmail.com Subject: SRM NeedsAttention Image To: arslist@ARSLIST.ORG  ITSM 7.604 sp2  On the Service Request Console we cannot get the "Needs Attention" GIF to appear in the open requests table. This is the image that shows open on a users open request when they are being asked for more information. The image is part of the Application and I can see it listed under Support Files. I can save the image to my desktop and it looks correct.  Has anyone else run into this?  Thank you  Frank  ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"_ARSlist: "Where the Answers Are" and have been for 20 years__ARSlist: "Where the Answers Are" and have been for 20 years_**_ARSlist: "Where the Answers Are" and have been for 20 years_

Re: SRM NeedsAttention Image

[ravi rai]

We have seen this issue in our environment and open case with BMC.  Got a  
hotfix for sameI was not working on this case but i remember it fixed the 
issues on tickets created after hotfix was applied and did not corrected the 
old tickets.

  
Ravi Rai 


 Date: Mon, 11 Mar 2013 12:43:39 -0400
 From: caruso.fr...@gmail.com
 Subject: SRM NeedsAttention Image
 To: arslist@ARSLIST.ORG
 
 ITSM 7.604 sp2
 
 On the Service Request Console we cannot get the Needs Attention GIF to 
 appear in the open requests table. This is the image that shows open on a 
 users open request when they are being asked for more information. The image 
 is part of the Application and I can see it listed under Support Files. I can 
 save the image to my desktop and it looks correct.
 
 Has anyone else run into this?
 
 Thank you
 
 Frank
 
 ___
 UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
 Where the Answers Are, and have been for 20 years
  
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years

Re: SRM NeedsAttention Image

[Parekar, Rahul]

In Mid-tier configuration you need to set FQDN for AR Server. There is defect 
SW00359332 logged for Needs attention flag to be clear when requested is closed.

 Date: Mon, 11 Mar 2013 12:43:39 -0400
 From: caruso.fr...@gmail.com
 Subject: SRM NeedsAttention Image
 To: arslist@ARSLIST.ORG

 ITSM 7.604 sp2

 On the Service Request Console we cannot get the Needs Attention GIF to 
 appear in the open requests table. This is the image that shows open on a 
 users open request when they are being asked for more information. The image 
 is part of the Application and I can see it listed under Support Files. I can 
 save the image to my desktop and it looks correct.

 Has anyone else run into this?

 Thank you

 Frank

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

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

Re: SRM in 7.6.04

[Easter, David]

It's a tiered licensing structure, so best to get the quote from your sales 
rep.  Your sales rep can determine how many licenses and of what type you need 
since the number of licenses influences the price per license.

-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 Hodgdon, Paul
Sent: Thursday, January 31, 2013 8:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM in 7.6.04

**
Thanks David.  Is there a ballpark license cost with the end-use licenses or do 
I need to get that quote from my sales rep?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Thursday, January 31, 2013 10:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM in 7.6.04

**
Yes, SRM requires additional licensing.

You'll need Service Management Specialist licenses for the administrator(s), 
analysts or back end technicians.

Or, if you've purchased the Suite User bundle, a user utilizing that bundle 
also has SRM rights.

For the end-users you'll need to purchase Self-Service end-user license packs.  
You are correct that they utilize the read licenses in AR System, but it does 
cost a little bit to get the legal entitlement to use them with SRM.

-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) [arslist@ARSLIST.ORG] On 
Behalf Of Hodgdon, Paul [paul.hodg...@unh.edu]
Sent: Thursday, January 31, 2013 6:32 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM in 7.6.04
**
I was recently reviewing a technical assessment from a third party BMC partner 
we had hired and was curious if SRM requires additional licensing.  In the 
document they referenced read only licences, which I assume is similar to that 
of approvers.  The reason I ask is that we do own the ITSM 7.6.04 suite and 
wanted to look into self-service requests and using the Service Catalog.  Does 
anyone know if this requires additional licensing or an additional purchase?  I 
haven't been able to hear back from our sales rep this week in regards to 
licensing questions.

[cid:image001.jpg@01CE0047.39E9E170]
IT Accounts  ITSM Enterprise Applications Manager
University of New Hampshire
Client Services
Primary: (603) 862-2377
Alternate: (603) 862-4242
paul.hodg...@unh.edumailto:paul.hodg...@unh.edu
http://accounts.unh.eduhttp://accounts.unh.edu/

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

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
inline: image001.jpg

Re: SRM in 7.6.04

[Easter, David]

Yes, SRM requires additional licensing.

You'll need Service Management Specialist licenses for the administrator(s), 
analysts or back end technicians.

Or, if you've purchased the Suite User bundle, a user utilizing that bundle 
also has SRM rights.

For the end-users you'll need to purchase Self-Service end-user license packs.  
You are correct that they utilize the read licenses in AR System, but it does 
cost a little bit to get the legal entitlement to use them with SRM.

-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) [arslist@ARSLIST.ORG] On 
Behalf Of Hodgdon, Paul [paul.hodg...@unh.edu]
Sent: Thursday, January 31, 2013 6:32 PM
To: arslist@ARSLIST.ORG
Subject: SRM in 7.6.04

**
I was recently reviewing a technical assessment from a third party BMC partner 
we had hired and was curious if SRM requires additional licensing.  In the 
document they referenced read only licences, which I assume is similar to that 
of approvers.  The reason I ask is that we do own the ITSM 7.6.04 suite and 
wanted to look into self-service requests and using the Service Catalog.  Does 
anyone know if this requires additional licensing or an additional purchase?  I 
haven’t been able to hear back from our sales rep this week in regards to 
licensing questions.

[cid:image001.jpg@01CDFFFA.7D3059C0]
IT Accounts  ITSM Enterprise Applications Manager
University of New Hampshire
Client Services
Primary: (603) 862-2377
Alternate: (603) 862-4242
paul.hodg...@unh.edumailto:paul.hodg...@unh.edu
http://accounts.unh.eduhttp://accounts.unh.edu/

_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
inline: image001.jpg

Re: SRM in 7.6.04

[Hodgdon, Paul]

Thanks David.  Is there a ballpark license cost with the end-use licenses or do 
I need to get that quote from my sales rep?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David
Sent: Thursday, January 31, 2013 10:45 PM
To: arslist@ARSLIST.ORG
Subject: Re: SRM in 7.6.04

**
Yes, SRM requires additional licensing.

You'll need Service Management Specialist licenses for the administrator(s), 
analysts or back end technicians.

Or, if you've purchased the Suite User bundle, a user utilizing that bundle 
also has SRM rights.

For the end-users you'll need to purchase Self-Service end-user license packs.  
You are correct that they utilize the read licenses in AR System, but it does 
cost a little bit to get the legal entitlement to use them with SRM.

-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) [arslist@ARSLIST.ORG] On 
Behalf Of Hodgdon, Paul [paul.hodg...@unh.edu]
Sent: Thursday, January 31, 2013 6:32 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: SRM in 7.6.04

**
I was recently reviewing a technical assessment from a third party BMC partner 
we had hired and was curious if SRM requires additional licensing.  In the 
document they referenced read only licences, which I assume is similar to that 
of approvers.  The reason I ask is that we do own the ITSM 7.6.04 suite and 
wanted to look into self-service requests and using the Service Catalog.  Does 
anyone know if this requires additional licensing or an additional purchase?  I 
haven't been able to hear back from our sales rep this week in regards to 
licensing questions.

[Description: Description: Description: cid:image001.png@01CB1CFE.724B27B0]
IT Accounts  ITSM Enterprise Applications Manager
University of New Hampshire
Client Services
Primary: (603) 862-2377
Alternate: (603) 862-4242
paul.hodg...@unh.edumailto:paul.hodg...@unh.edu
http://accounts.unh.eduhttp://accounts.unh.edu/

_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
inline: image001.jpg

Re: SRM import/export question Version 8.0 (File must be on the server now)

[patrick zandi]

IT will export the desktop, but demands the Folder and the .ARX data be on
the server I have not tested this.. but I think it is a flat mistake.
ARERR 295 file not found on server..


On Wed, Jan 2, 2013 at 12:58 PM, patrick zandi remedy...@gmail.com wrote:

 I have tried both the web version and the usertool version, and it appears
 the import console does not work as previously yet I see no documentation
 on the major changes.
 The changes I see are the following:
 -- it used to grab the file off the desktop you were on and did the import
 like from the usertool.
 NOW-- it requests the file be on the server ?
 === This does not appear to be very functional if you have to export to
 your desktop (Windows) and then upload to the (Solaris) server and then
 tell it a path (Unix) to upload.

 Am I wrong here?

 --
 Patrick Zandi




-- 
Patrick Zandi

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

Re: SRM 8.0 issue: SRM 8.0 and jboss 4.2 on Linux platform

[Anuj DUA]

Hello,

Moved to jboss 7.1.1 and following are key errors, I am getting while starting 
application.

org.springframework.web.servlet.tags.MessageTag due to exception: 
java.lang.ClassNotFoundException: 
org.springframework.web.servlet.tags.MessageTag from
java.lang.ClassNotFoundException: 
org.springframework.web.servlet.tags.form.CheckboxTag from [Module 
deployment.arsys.war:main from Service Module Loader]
java.lang.ClassNotFoundException: 
org.springframework.web.servlet.tags.HtmlEscapeTag from [Module 
deployment.arsys.war:main from Service Module Loader]
java.lang.ClassNotFoundException: 
org.springframework.web.servlet.tags.form.PasswordInputTag from [Module 
deployment.arsys.war:main from Service Module Loader]

after these errors, jboss server keeps working but my application fails to 
start.

I am in urgent need of help here, as moving to 8.0 is critical for our 
organization, that is ST Microelectronics. 

Doug, we met you in Banglore and discussed this. Hope you are listening...


With Regards,
Anuj Dua
199 6596


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker
Sent: Wednesday, November 07, 2012 3:32 PM
To: arslist@ARSLIST.ORG
Subject: SRM 8.0 issue: SRM 8.0 and jboss 4.2 on Linux platform

Hello,

11:09:08,728 ERROR [STDERR] CharScanner; panic: ClassNotFoundException:
org.antlr.stringtemplate.language.ChunkToken

Tells you that a jar file is missing, in particular, antlr.jar. If you've 
followed the instructions, I guess the application doesn't work with that 
version of JBoss or is missing the jar. You could download it and put it in 
jboss/server/lib. 

I've just downloaded the following and confirmed it has the class above:

http://www.antlr.org/download/antlr-3.4-complete.jar


John
--
SSO Plugin for BMC ITSM, ITBM, Analytics and more.
http://www.javasystemsolutions.com/jss/ssoplugin

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 
www.wwrug12.com ARSList: Where the Answers Are

___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are

Re: SRM - Issue with Draft Records (ARERR-150)

[itsm.support]

Hi,

There can be a situation such as some customized macro is running while
opening SR in draft mode which needs login info (Server name). While
searching for resolution of this issue I got this work around. So please
check that is this useful ?

Regarding ARERR 150 - A server name must be supplied in the control record. 

 The server field of the ARControlStruct parameter is empty. Supply the
name of the server to reference in this field.

Solution

ARERR150 indicates that a server name reference that is required is missing.

You  may have recorded a macro and when recording it you had the prompt for
log in turned on in the User Tool (In server info. -System - General -
Server Information - Configuration tab ). Now when you run the macro it is
looking for a server name and one is not supplied in the config file, or
there was a config/utconfig file referenced, however that file is  either no
longer available or does not have a server name present.

To  solve this problem, you can either re-record the macro and include a
login action, or with Prompt for login turned off log into the user  tool
to create a new config/utconfig file with appropriate information.  The
Prompt for Login option can also be constrained by a server  setting which
can be adjusted in Remedy Administrator. Make sure the  server is configured
to handle the Prompt for login situation By  Preference -- then you will
be able to properly configure the user  tool.

HTH

 

--

Regards,

Mayur

 

Vyom Labs Pvt. Ltd.

BSM Solutions  Services || ITIL Consulting  Training

Email: [hidden email]
http://ars-action-request-system.1093659.n2.nabble.com/user/SendEmail.jtp?t
ype=nodenode=7583733i=0   || Web Site: www.vyomlabs.com Follow Vyom Labs
http://twitter.com/#!/vyomlabs http://twitter.com/#%21/vyomlabs  ||
http://www.linkedin.com/company/vyom-labs

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mohamed Abdelaziz
Sent: Thursday, November 01, 2012 3:24 AM
To: arslist@ARSLIST.ORG
Subject: SRM - Issue with Draft Records (ARERR-150)

 

** 

Hello,

 

As part of SRDs migration, I migrated all records we have in CFG
Configuration AIF form from Dev to QA using arx format. Then, migrated all
SRDs and related workflow. Now, everything seems to be working fine except
when attempting to open an SR in Draft, I receive ARERR 150 A server name
must be supplied in the control record.  When I add the server name to the
AIF configuration form, it works and let me open a Draft SR. However, upon
closing the form, the AR Object List form pops up. I tried to delete the
record from CFG AIF form and recreate it, but still behaves the same way.
Has anyone encountered this issue before? Would really appreciate it if
anyone can shed some light on what needs to be done to fix this issue.

 

Thanks in Advance,

Mohamed

_attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_


___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are