Table Fields in Smart IT
Hi All I am sure everyone on the list has at some point added a table field either to an OTB or custom form and know the power of being able to collect and provide access to the information our end users need. One of the current shortcomings in Smart IT is the inability to create add table fields. This makes for a huge challenge for me and if it does for you too, I ask that you vote up the idea listed below. https://communities.bmc.com/ideas/19715 Mark Mark Brittain | Senior System Engineer | O 315-634-9337 125 Elwood Davis Road | Syracuse 13212 [NavisiteSm_Logo] -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Set Field in Smart IT
HI All & TGIF Probably know the answer but thought I would ask anyway. Is there a way to do like a set field based on a status selection? Have an requirement for the user to post the answers to questions in the Resolution field when the status is set to resolved. Easy in ITSM/mid-tier with a couple of pop up questions. Thought maybe I could set the questions in the resolution field on resolve and go from there. Really don't want to set on create as that would look goofy. Any ideas much appreciated. ARS 18.08 ITSM 18.08 Smart IT 18.08 Thanks Mark Mark Brittain | Senior System Engineer | O 315-634-9337 125 Elwood Davis Road | Syracuse 13212 [new_spectrum] -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Smart IT
There are a few challenges we are running into. * We have a lot of custom fields that are used for reporting. These fields are hidden/visible based on the template being used or support company. Some of the fields have dynamic menus too. Since a lot of the functionality is done using active links, there doesn't seem like a clean way to present these fields. Our environment is not a typical service desk/break fix environment, so many of the custom fields are necessary. * We also have a few custom applications. There doesn't seem to be an easy way to port those applications over. * We have a number of our custom fields that we have on the console view. I haven't found a way to add and remove fields to the ticket console yet. I would really like to move over to the new views, but it may come at a cost. I'm just starting to look at Smart IT, so there may be a bunch of ways to handle customizations that I haven't seen. From what I can tell, everything is being pushed through the interface create forms for each application. It seems at first glance that all the flexibility we've had with the underlying remedy system are moving away. I can see were this is an advantage for simplifying the use of the system and allowing for more streamlined upgrades/patching. Has anyone had any luck moving from a fairly customized system. We also have over 200 companies and multiple support organizations with very different missions. Go though the basic config consoles in Smart IT seems limited. What other tools are being used to handle the customizations? Thanks, Brian From: ARSList on behalf of Kelly Logan Sent: Thursday, May 16, 2019 10:20 AM To: ARSList Subject: Re: Smart IT We have been analyzing it for use in production and have found it a decent replacement except for two issues: 1. Menus assigned by active links - there is no direct substitute for this functionality with Smart IT workflow in our version (18.05), and 2. Service Requests - Smart IT does not support SRDs that have Actions in them. On Wed, May 15, 2019 at 4:27 PM Brian Pancia mailto:panc...@finityit.com>> wrote: We've been running 9x for awhile now in production. We are usually only a month behind the latest release in production. I've been playing with Smart IT 19.02 in development and it still seems like it is not a replacement for the old ITSM mid-tier app. Is anyone running Smart IT in production? Is it being used across the boards by everyone? Have you stuck to bare bones out of box or have you implemented some customizations? I've only seen basic functionality to add fields and all workflow would need to be done as filters on the back end. From just playing around it looks like Smart IT is designed for the mobile service desk person that needs to reference things quickly on a smart phone, but does not need full functionality of the system. Just wanted to get others experience out there. On a side note - We are looking for TS cleared MicroFocus Service Manager developers to join us in DC. If you know anyone or have previous Service Manager experience let me know @ brian.pan...@finityit.com<mailto:brian.pan...@finityit.com>. Thanks, Brian DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. -- ARSList mailing list ARSList@arslist.org<mailto:ARSList@arslist.org> https://mailman.rrr.se/cgi/listinfo/arslist -- Kelly Logan | Senior Consultant 313-651-7169 | kelly.lo...@raptek.com<mailto:kelly.lo...@raptek.com> RAPID Technologies www.raptek.com<http://www.raptek.com/> DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Smart IT
We have been analyzing it for use in production and have found it a decent replacement except for two issues: 1. Menus assigned by active links - there is no direct substitute for this functionality with Smart IT workflow in our version (18.05), and 2. Service Requests - Smart IT does not support SRDs that have Actions in them. On Wed, May 15, 2019 at 4:27 PM Brian Pancia wrote: > We've been running 9x for awhile now in production. We are usually only a > month behind the latest release in production. I've been playing with > Smart IT 19.02 in development and it still seems like it is not a > replacement for the old ITSM mid-tier app. Is anyone running Smart IT in > production? Is it being used across the boards by everyone? Have you > stuck to bare bones out of box or have you implemented some > customizations? I've only seen basic functionality to add fields and all > workflow would need to be done as filters on the back end. From just > playing around it looks like Smart IT is designed for the mobile service > desk person that needs to reference things quickly on a smart phone, but > does not need full functionality of the system. Just wanted to get others > experience out there. > > On a side note - We are looking for TS cleared MicroFocus Service Manager > developers to join us in DC. If you know anyone or have previous Service > Manager experience let me know @ brian.pan...@finityit.com. > > Thanks, > > Brian > > DISCLAIMER: The information contained in this e-mail and its attachments > contain confidential information belonging to the sender, which is legally > privileged. The information is intended only for the use of the > recipient(s) named above. If you are not the intended recipient, you are > notified that any disclosure, copying, distribution or action in reliance > upon the contents of the information transmitted is strictly prohibited. If > you have received this information in error, please delete it immediately. > -- > ARSList mailing list > ARSList@arslist.org > https://mailman.rrr.se/cgi/listinfo/arslist > -- *Kelly Logan* | *Senior Consultant* 313-651-7169 | kelly.lo...@raptek.com *RAPID* Technologies www.raptek.com -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Smart IT
We've been running 9x for awhile now in production. We are usually only a month behind the latest release in production. I've been playing with Smart IT 19.02 in development and it still seems like it is not a replacement for the old ITSM mid-tier app. Is anyone running Smart IT in production? Is it being used across the boards by everyone? Have you stuck to bare bones out of box or have you implemented some customizations? I've only seen basic functionality to add fields and all workflow would need to be done as filters on the back end. From just playing around it looks like Smart IT is designed for the mobile service desk person that needs to reference things quickly on a smart phone, but does not need full functionality of the system. Just wanted to get others experience out there. On a side note - We are looking for TS cleared MicroFocus Service Manager developers to join us in DC. If you know anyone or have previous Service Manager experience let me know @ brian.pan...@finityit.com. Thanks, Brian DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
How to calculate handling duration in Smart Reporting?
Dear All I need to add a Handling Duration field to one of my reports which is defined as TIMESTAMP - Submit Date. I created: a.) a calculated field Current Date b.) a calculated field Handling Time by substracting submit date from current time. And even though the resulting SQL(CurrentDate()-`HPD:Help Desk`.`Submit Date`) makes sense to me no data shows in the actual report and the formatting options offer no Hours and Minutes selection. If you want to see screenshots please check out my post in the community https://communities.bmc.com/message/821224#821224 Any ideas? Thank you Thomas -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Duplicate email from Smart Reporting
DisableTaskScheduler did the trick. Dave On Wed, Feb 27, 2019 at 6:48 PM Jason Miller wrote: > So it sounds like the default is FALSE and if you specify the parameter > with a TRUE then you override the default. Let us know how it looks in the > morning. > > Jason > > On Wed, Feb 27, 2019 at 3:34 PM Dave Shellman > wrote: > >> Email Notifications were set on both servers. Turned one off and it >> still duplicated a test broadcast. Cycled Tomcat and still duplicate >> message. >> >> Before Sunday, one server had DisableTaskScheduler set to TRUE in the >> web.xml file. The other file did not have the parameter. After Sunday >> neither web.xml file had the parameter. Email.log file on both servers >> were showing the same email being sent. >> >> Added the DisableTaskScheduler to web.xml file on both servers. One set >> to TRUE. One set to FALSE. >> >> Scheduled test broadcast and received only one email. Need to look at >> the email log files in the morning to be certain. >> >> Thanks >> Dave >> >> >> >> On Wed, Feb 27, 2019 at 12:55 PM Jason Miller >> wrote: >> >>> Not really sure how this would have changed based on the changes you >>> described, but not being in a cluster... does one of the Smart Reporting >>> servers have Email Notifications set to Off in the General Settings config? >>> Otherwise I would expect both servers to send broadcast emails >>> independently. >>> >>> Jason >>> >>> On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman >>> wrote: >>> >>>> Good day folks, >>>> >>>> Have a Smart Reporting question for everyone. We have suddenly started >>>> to see duplicate emails being sent for scheduled broadcasts. >>>> >>>> We have two servers set up for Smart Reporting. They are not >>>> configured in a cluster. >>>> >>>> Over the weekend there were two changes made. One was with a >>>> permissions group. The other change was with web.xml file on one of the >>>> servers. >>>> >>>> Any thoughts? >>>> >>>> Thanks >>>> Dave >>>> >>> -- >>>> 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: Duplicate email from Smart Reporting
Jason, That is correct. If the parameter is not in the web.xml file the task scheduler runs on the server. Documentation on Communities notes this needs to be set on serveEd in a cluster as well. I want to note that I have Email notifications enabled on both servers again. So it seems both servers were scheduling the tasks at the same time. Not all broadcasts sent duplicate emails. It’s a high percentage that are duplicated though. Dave On Wed, Feb 27, 2019 at 6:48 PM Jason Miller wrote: > So it sounds like the default is FALSE and if you specify the parameter > with a TRUE then you override the default. Let us know how it looks in the > morning. > > Jason > > On Wed, Feb 27, 2019 at 3:34 PM Dave Shellman > wrote: > >> Email Notifications were set on both servers. Turned one off and it >> still duplicated a test broadcast. Cycled Tomcat and still duplicate >> message. >> >> Before Sunday, one server had DisableTaskScheduler set to TRUE in the >> web.xml file. The other file did not have the parameter. After Sunday >> neither web.xml file had the parameter. Email.log file on both servers >> were showing the same email being sent. >> >> Added the DisableTaskScheduler to web.xml file on both servers. One set >> to TRUE. One set to FALSE. >> >> Scheduled test broadcast and received only one email. Need to look at >> the email log files in the morning to be certain. >> >> Thanks >> Dave >> >> >> >> On Wed, Feb 27, 2019 at 12:55 PM Jason Miller >> wrote: >> >>> Not really sure how this would have changed based on the changes you >>> described, but not being in a cluster... does one of the Smart Reporting >>> servers have Email Notifications set to Off in the General Settings config? >>> Otherwise I would expect both servers to send broadcast emails >>> independently. >>> >>> Jason >>> >>> On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman >>> wrote: >>> >>>> Good day folks, >>>> >>>> Have a Smart Reporting question for everyone. We have suddenly started >>>> to see duplicate emails being sent for scheduled broadcasts. >>>> >>>> We have two servers set up for Smart Reporting. They are not >>>> configured in a cluster. >>>> >>>> Over the weekend there were two changes made. One was with a >>>> permissions group. The other change was with web.xml file on one of the >>>> servers. >>>> >>>> Any thoughts? >>>> >>>> Thanks >>>> Dave >>>> >>> -- >>>> 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: Duplicate email from Smart Reporting
So it sounds like the default is FALSE and if you specify the parameter with a TRUE then you override the default. Let us know how it looks in the morning. Jason On Wed, Feb 27, 2019 at 3:34 PM Dave Shellman wrote: > Email Notifications were set on both servers. Turned one off and it still > duplicated a test broadcast. Cycled Tomcat and still duplicate message. > > Before Sunday, one server had DisableTaskScheduler set to TRUE in the > web.xml file. The other file did not have the parameter. After Sunday > neither web.xml file had the parameter. Email.log file on both servers > were showing the same email being sent. > > Added the DisableTaskScheduler to web.xml file on both servers. One set > to TRUE. One set to FALSE. > > Scheduled test broadcast and received only one email. Need to look at the > email log files in the morning to be certain. > > Thanks > Dave > > > > On Wed, Feb 27, 2019 at 12:55 PM Jason Miller > wrote: > >> Not really sure how this would have changed based on the changes you >> described, but not being in a cluster... does one of the Smart Reporting >> servers have Email Notifications set to Off in the General Settings config? >> Otherwise I would expect both servers to send broadcast emails >> independently. >> >> Jason >> >> On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman >> wrote: >> >>> Good day folks, >>> >>> Have a Smart Reporting question for everyone. We have suddenly started >>> to see duplicate emails being sent for scheduled broadcasts. >>> >>> We have two servers set up for Smart Reporting. They are not configured >>> in a cluster. >>> >>> Over the weekend there were two changes made. One was with a >>> permissions group. The other change was with web.xml file on one of the >>> servers. >>> >>> Any thoughts? >>> >>> Thanks >>> Dave >>> >> -- >>> 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: Duplicate email from Smart Reporting
Email Notifications were set on both servers. Turned one off and it still duplicated a test broadcast. Cycled Tomcat and still duplicate message. Before Sunday, one server had DisableTaskScheduler set to TRUE in the web.xml file. The other file did not have the parameter. After Sunday neither web.xml file had the parameter. Email.log file on both servers were showing the same email being sent. Added the DisableTaskScheduler to web.xml file on both servers. One set to TRUE. One set to FALSE. Scheduled test broadcast and received only one email. Need to look at the email log files in the morning to be certain. Thanks Dave On Wed, Feb 27, 2019 at 12:55 PM Jason Miller wrote: > Not really sure how this would have changed based on the changes you > described, but not being in a cluster... does one of the Smart Reporting > servers have Email Notifications set to Off in the General Settings config? > Otherwise I would expect both servers to send broadcast emails > independently. > > Jason > > On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman > wrote: > >> Good day folks, >> >> Have a Smart Reporting question for everyone. We have suddenly started >> to see duplicate emails being sent for scheduled broadcasts. >> >> We have two servers set up for Smart Reporting. They are not configured >> in a cluster. >> >> Over the weekend there were two changes made. One was with a permissions >> group. The other change was with web.xml file on one of the servers. >> >> Any thoughts? >> >> Thanks >> Dave >> > -- >> 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: Duplicate email from Smart Reporting
Not really sure how this would have changed based on the changes you described, but not being in a cluster... does one of the Smart Reporting servers have Email Notifications set to Off in the General Settings config? Otherwise I would expect both servers to send broadcast emails independently. Jason On Wed, Feb 27, 2019 at 8:35 AM Dave Shellman wrote: > Good day folks, > > Have a Smart Reporting question for everyone. We have suddenly started to > see duplicate emails being sent for scheduled broadcasts. > > We have two servers set up for Smart Reporting. They are not configured > in a cluster. > > Over the weekend there were two changes made. One was with a permissions > group. The other change was with web.xml file on one of the servers. > > Any thoughts? > > Thanks > Dave > -- > 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
Duplicate email from Smart Reporting
Good day folks, Have a Smart Reporting question for everyone. We have suddenly started to see duplicate emails being sent for scheduled broadcasts. We have two servers set up for Smart Reporting. They are not configured in a cluster. Over the weekend there were two changes made. One was with a permissions group. The other change was with web.xml file on one of the servers. Any thoughts? Thanks Dave -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
RE: Smart Reporting memory issue
Hi, Sounds a like candidate, I have issues in the past with memory leaks and Java versions with respect to garbage collection and other settings. -- Kind Regards, Carl Wilson From: ARSList On Behalf Of Dave Shellman Sent: 19 February 2019 18:29 To: ARS List Subject: Smart Reporting memory issue Good day folks. It seems that we had an issue with memory on Smart Reporting servers that a lot of folks were seeing. It seemed that daily we were cycling TomCat on one or the other server. For over two weeks we’ve noted needed to cycle the service. It seems to be behaving better. Did a little digging and it looks like Java was patched around the time that we no longer needed to cycle the service. Currently running Java 8 patch 202. Anyone else see this or am I reaching for a reason? Have a great day. Dave --- This email has been checked for viruses by Avast antivirus software. https://www.avast.com/antivirus -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Smart Reporting memory issue
Good day folks. It seems that we had an issue with memory on Smart Reporting servers that a lot of folks were seeing. It seemed that daily we were cycling TomCat on one or the other server. For over two weeks we’ve noted needed to cycle the service. It seems to be behaving better. Did a little digging and it looks like Java was patched around the time that we no longer needed to cycle the service. Currently running Java 8 patch 202. Anyone else see this or am I reaching for a reason? Have a great day. Dave -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Re: Smart Reporting
Julie the formatting capabilities are available within Smart Reporting to populate values from Remedy Data. However, what is currently not available or supported is to execute a search in Remedy/ITSM and have search parameters passed to Smart Reporting as Crystal Reports did when using Macros or Active Links that opened certain reports. As long as Reports are created in Smart Reporting with interactive parameters, end users can provide information to filter report and provide search criteria which can then format report with data from Remedy. HTH On Tue, Jan 8, 2019 at 6:58 PM Parkin, Julie (WSP) wrote: > Has anyone built Smart Reports which are formatted text with data > inserted, example a business letter to tell someone when an appointment > date is. We have you to get Smart Reporting installed and are trying to > figure out if it well handle the “reports” that we have. > > > > Julie Parkin > > Remedy Development > > Micro 12x13956 > > 360-596-4956 Ext 13956 > > > -- > 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: Smart Reporting
Hi Julie, Smart reporting has capability to add lot of formatting options and also to dynamically populate relevant data. Regards, Guru From: ARSList On Behalf Of Parkin, Julie (WSP) Sent: 09 January 2019 00:57 To: ARSList Subject: Smart Reporting Has anyone built Smart Reports which are formatted text with data inserted, example a business letter to tell someone when an appointment date is. We have you to get Smart Reporting installed and are trying to figure out if it well handle the "reports" that we have. Julie Parkin Remedy Development Micro 12x13956 360-596-4956 Ext 13956 -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Smart Reporting
Has anyone built Smart Reports which are formatted text with data inserted, example a business letter to tell someone when an appointment date is. We have you to get Smart Reporting installed and are trying to figure out if it well handle the "reports" that we have. Julie Parkin Remedy Development Micro 12x13956 360-596-4956 Ext 13956 -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Smart IT and Character Menus
Hi All In the process of implementing ITSM 9 and Smart IT 1.5. In ITSM I have a character menu on a custom field in the Incident that I have successfully added to the Smart IT. In Smart IT the field is type ahead only (Start typing). Is there a way to make it a drop down like it is in ITSM? Really don't want have to use a selection field in place of the character field if it can be avoided. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
Enable chat openfire using in Smart IT for MyIT.
Hello. MyIT Advance licenses are very expensive, so they do not fit in my budget, however we need the functionality. As you know in these licenses is content Virtual Chat and Virtual Agent (based on Chatter). So we are evaluating if it is possible to enable the chat based on Openfire used in "Smart IT" to be the means of contact of customers with the operators of the service desk. This integration should create the incident as does MyIT Virtual Chat. Has anyone enabled it for this functionality? Do you recommend any alternative options? Regards ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Resources Sorting in Smart IT
For Ticket Search, Smart IT uses Remedy AR System’s Full Text Search engine. It has a Relevancy Ranking algorithm which considers the Search text typed in by the user and the "FTS indexes" fields for Ticket Forms. The relevancy ranking algorithm assigns a "score" to every record searched and the search results are order by decreasing score value. From: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> on behalf of "Brittain, Mark" <mbritt...@navisite.com> Reply-To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Date: Tuesday, August 29, 2017 at 12:09 PM To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Subject: Resources Sorting in Smart IT ** Hi All In Smart IT 1.5 when you display an Incident and select Resources you are presented with a list of KB articles. Does anyone know how the articles are sorted? Is it by KB number, some keyword, weight, age?. Ideally if I have an Incident for a customer, I would like the customer’s specific KB appear first. Any suggestions would be appreciated. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [ew_spectrum] _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: Resources Sorting in Smart IT
Articles are always sorted by their relevance as determined by FTS (i.e. by Weight). Regards, Abhijeet From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: 30 August 2017 00:40 To: arslist@ARSLIST.ORG Subject: Resources Sorting in Smart IT ** Hi All In Smart IT 1.5 when you display an Incident and select Resources you are presented with a list of KB articles. Does anyone know how the articles are sorted? Is it by KB number, some keyword, weight, age?. Ideally if I have an Incident for a customer, I would like the customer's specific KB appear first. Any suggestions would be appreciated. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] _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"
Resources Sorting in Smart IT
Hi All In Smart IT 1.5 when you display an Incident and select Resources you are presented with a list of KB articles. Does anyone know how the articles are sorted? Is it by KB number, some keyword, weight, age?. Ideally if I have an Incident for a customer, I would like the customer's specific KB appear first. Any suggestions would be appreciated. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT Assigned Person
I do want to call out that applying an incident template after creation of the incident is also not possible ootb with the mid-tier ITSM UI. I understand that some customers have solved this via “customization”, but it is not an ootb capability. In fact, there are a number of interesting quesitons with the concept of applying a template after creation of an incident. For example, what if any previously entered data (or a previously selected template) has triggered some specific workflow - not just assignments, but other, more complex processing? Can you “undo” such processing? Or if you execute the second workflow on top of the first one, could that lead to unexpected results? The more complex / automated the processing of an incident is, the more difficult it will be to apply two different types of processing on the same record. I’d be interested to hear how companies have avoided any “unwanted interference” here. Peter From: "Action Request System discussion list(ARSList)" <arslist@ARSLIST.ORG> on behalf of Kevin M Candelaria <kevin...@temple.edu> Reply-To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Date: Wednesday, August 9, 2017 at 11:59 AM To: "arslist@ARSLIST.ORG" <arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** Hello everyone. On the subject of Smart IT, by any chance would anyone know how I could customize Smart IT to have the ability to apply an Incident Template after an incident has been created. In the midtier you can do this easily out of the box. Smart It only allows templates at the time of Incident creation. From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com<mailto:shawn.pier...@energytransfer.com>> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've
Re: Smart IT Assigned Person
Thanks Joe, This is what has basically halted our Help Desk Consultants from using Smart IT. Incident Request come to us from all kind of sources. Web, E-mail, Direct input, Chat, etc.. and if they can not apply a template it is almost pointless to use for us. Kevin Candelaria Senior Technical Support Specialist Temple University Computer Services • 215.204.3095[X] | •<mailto:*kevin...@temple.edu><mailto:kevin...@temple.edu><mailto:kevin...@temple.edu><mailto:kevin...@temple.edu>kevin...@temple.edu<mailto:kevin...@temple.edu> From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 4:59 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** This was one of the things I had noted as a discrepancy between the MT client and SmartIT. I am almost positive you cannot customize this with the currently available tools for customization of SmartIT available to us as end users. Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin M Candelaria Sent: Wednesday, August 09, 2017 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person Hello everyone. On the subject of Smart IT, by any chance would anyone know how I could customize Smart IT to have the ability to apply an Incident Template after an incident has been created. In the midtier you can do this easily out of the box. Smart It only allows templates at the time of Incident creation. From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com<mailto:shawn.pier...@energytransfer.com>> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate lic
Re: Smart IT Assigned Person
This was one of the things I had noted as a discrepancy between the MT client and SmartIT. I am almost positive you cannot customize this with the currently available tools for customization of SmartIT available to us as end users. Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin M Candelaria Sent: Wednesday, August 09, 2017 3:00 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person Hello everyone. On the subject of Smart IT, by any chance would anyone know how I could customize Smart IT to have the ability to apply an Incident Template after an incident has been created. In the midtier you can do this easily out of the box. Smart It only allows templates at the time of Incident creation. _ From: Action Request System discussion list(ARSList) <arslist@ARSLIST.ORG> on behalf of Joe D'Souza <jdso...@shyle.net> Sent: Wednesday, August 9, 2017 12:46 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: ** HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – whether these discrepancies ar
Re: Smart IT Assigned Person
Mark, Been doing OK, thanks for asking! Hope you are well too.. How is that whole auto load of foundation data working out for you guys? Regarding your current problem, I have not really tried it but I would go with using an overlay on the existing menu instead of replacing it and see how that pans out. I’ll be honest that when I saw how useful Smart and My IT were in its current state, when you compare these tools with the Mid-Tier, there were too many functionalities that I found were not consistent between the two as well as between them and the Mid-Tier.. I had compiled a list of these that I no longer have with me in person but I do remember some of them especially the key bullet points around the Work Log field, the Status field, etc. (((If interested in the list of inconsistencies I found, write to me offline, and I’ll share them as and when I recall the bullet points I made in that list I no longer have with me..))) As a result, since I was not assigned the work of looking for possible solutions for the inconsistencies I had found, I won’t be able to confirm or deny if overlaying the existing menu will help. Gut feelings say it may not as Smart and My IT has its own set of instructions that brings them to life, which do not depend on any Mid-Tier client side instructions. Hence there is a fat chance that remodeling the menu with even an overlay may not work, unless Smart and My IT instructions rely on the overlay meta data for that Menu, Like some of the others, I have not heard anything about Innovation Studio and its capability to modify Smart and My IT instructions. So can’t comment on that.. Cheers Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 09, 2017 10:33 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone On Aug 9, 2017, at 10:28 AM, Pierson, Shawn <shawn.pier...@energytransfer.com> wrote: ** Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: ** HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – whether these discrepancies are “by design” or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if t
Re: Smart IT Assigned Person
I agree Shawn. Using the backend processing of assignment engine is prob a better way to go Sent from my iPhone > On Aug 9, 2017, at 10:28 AM, Pierson, Shawn > <shawn.pier...@energytransfer.com> wrote: > > ** > Was Innovation Studio ever released? > > Also, you can customize Smart IT with JavaScript but that only works for the > web client and not the mobile clients. That being said, it’s not supported > and will disappear whenever you upgrade. If I were given the requirement > that Mark has, I’d probably try to rely mostly on the Assignment Engine in > some way even though it wouldn’t recreate the functionality in the UI. > > Thanks, > > Shawn Pierson > Remedy Developer | Energy Transfer > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury > Sent: Wednesday, August 9, 2017 9:20 AM > To: arslist@ARSLIST.ORG > Subject: Re: Smart IT Assigned Person > > ** > SmartIT is not very extensible unless you use something like Innovation > Studio which allows you to customize (so I've heard) but it's a separate > license . > We've been using filters and creative wording in error messages to enforce > some processes but thankfully we were not heavily customized to begin with. > > Sent from my iPhone > > On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: > > ** > HI Joe, > > Been a while. How have you been? I would take either option, modify the OTB > or attach a custom menu. > > Mark > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph > Martin D'Souza) > Sent: Tuesday, August 08, 2017 5:44 PM > To: arslist@ARSLIST.ORG > Subject: Re: Smart IT Assigned Person > > ** > I have seen quite a few limitations and/or discrepancies even with both > SmartIT and MyIT, most of them being at a functionality level when comparing > the same function either with the Mid-Tier or its other counterpart (SmartIT > vs MyIT) – whether these discrepancies are “by design” or a plain oversight, > I do not know and I had not raised a ticket with BMC Support to follow up > with my observations. > > So given a choice to make that decision myself, I would continue to have my > users use the Mid-Tier and not really pay much heed to either Smart or My IT > until there is a more stable release of these two tools.. > > Having said that, are you trying to modify an out of the box menu? Or are you > trying to replace one? > > Joe > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark > Sent: Friday, August 04, 2017 1:48 PM > To: arslist@ARSLIST.ORG > Subject: Smart IT Assigned Person > > Hi All & TGIF > > In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport > Group Assoc LookUp and CTM:People. These were joined the login id and the > key field I was after was Site. Based on the join form I created a custom > menu based on the Site in the Incident and the join form. Finally I had an > active link to do a change menu if the Incident Type was Infrastructure Event. > > Of course in Smart IT you no longer have active links. I can write a custom > menu that would not require an active link but I don’t know of a way to > populate it into Smart IT. Any ideas? I did get something from BMC about > dynamic menus but it didn’t seem to really get me there. > > Thanks > Mark > > Mark Brittain | Senior Systems Engineer | 315.634.9337 > 125 Elwood Davis Road | Syracuse NY 13212 > > > _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: > "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where 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: Smart IT Assigned Person
Was Innovation Studio ever released? Also, you can customize Smart IT with JavaScript but that only works for the web client and not the mobile clients. That being said, it’s not supported and will disappear whenever you upgrade. If I were given the requirement that Mark has, I’d probably try to rely mostly on the Assignment Engine in some way even though it wouldn’t recreate the functionality in the UI. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tauf Chowdhury Sent: Wednesday, August 9, 2017 9:20 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com<mailto:mbritt...@navisite.com>> wrote: ** HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) – whether these discrepancies are “by design” or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don’t know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn’t seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT Assigned Person
SmartIT is not very extensible unless you use something like Innovation Studio which allows you to customize (so I've heard) but it's a separate license . We've been using filters and creative wording in error messages to enforce some processes but thankfully we were not heavily customized to begin with. Sent from my iPhone > On Aug 9, 2017, at 10:04 AM, Brittain, Mark <mbritt...@navisite.com> wrote: > > ** > HI Joe, > > Been a while. How have you been? I would take either option, modify the OTB > or attach a custom menu. > > Mark > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph > Martin D'Souza) > Sent: Tuesday, August 08, 2017 5:44 PM > To: arslist@ARSLIST.ORG > Subject: Re: Smart IT Assigned Person > > ** > I have seen quite a few limitations and/or discrepancies even with both > SmartIT and MyIT, most of them being at a functionality level when comparing > the same function either with the Mid-Tier or its other counterpart (SmartIT > vs MyIT) – whether these discrepancies are “by design” or a plain oversight, > I do not know and I had not raised a ticket with BMC Support to follow up > with my observations. > > So given a choice to make that decision myself, I would continue to have my > users use the Mid-Tier and not really pay much heed to either Smart or My IT > until there is a more stable release of these two tools.. > > Having said that, are you trying to modify an out of the box menu? Or are you > trying to replace one? > > Joe > > From: Action Request System discussion list(ARSList) > [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark > Sent: Friday, August 04, 2017 1:48 PM > To: arslist@ARSLIST.ORG > Subject: Smart IT Assigned Person > > Hi All & TGIF > > In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport > Group Assoc LookUp and CTM:People. These were joined the login id and the > key field I was after was Site. Based on the join form I created a custom > menu based on the Site in the Incident and the join form. Finally I had an > active link to do a change menu if the Incident Type was Infrastructure Event. > > Of course in Smart IT you no longer have active links. I can write a custom > menu that would not require an active link but I don’t know of a way to > populate it into Smart IT. Any ideas? I did get something from BMC about > dynamic menus but it didn’t seem to really get me there. > > Thanks > Mark > > Mark Brittain | Senior Systems Engineer | 315.634.9337 > 125 Elwood Davis Road | Syracuse NY 13212 > > > _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: Smart IT Assigned Person
HI Joe, Been a while. How have you been? I would take either option, modify the OTB or attach a custom menu. Mark From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Martin D'Souza, Joseph (Joseph Martin D'Souza) Sent: Tuesday, August 08, 2017 5:44 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Assigned Person ** I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) - whether these discrepancies are "by design" or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don't know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn't seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] _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: Smart IT Assigned Person
I have seen quite a few limitations and/or discrepancies even with both SmartIT and MyIT, most of them being at a functionality level when comparing the same function either with the Mid-Tier or its other counterpart (SmartIT vs MyIT) - whether these discrepancies are "by design" or a plain oversight, I do not know and I had not raised a ticket with BMC Support to follow up with my observations. So given a choice to make that decision myself, I would continue to have my users use the Mid-Tier and not really pay much heed to either Smart or My IT until there is a more stable release of these two tools.. Having said that, are you trying to modify an out of the box menu? Or are you trying to replace one? Joe _ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark Sent: Friday, August 04, 2017 1:48 PM To: arslist@ARSLIST.ORG Subject: Smart IT Assigned Person Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don't know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn't seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 new_spectrum _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"
Smart IT Assigned Person
Hi All & TGIF In the ITSM 7.6 Incident I had a join form (SIT:Assignee) between CTM:Suport Group Assoc LookUp and CTM:People. These were joined the login id and the key field I was after was Site. Based on the join form I created a custom menu based on the Site in the Incident and the join form. Finally I had an active link to do a change menu if the Incident Type was Infrastructure Event. Of course in Smart IT you no longer have active links. I can write a custom menu that would not require an active link but I don't know of a way to populate it into Smart IT. Any ideas? I did get something from BMC about dynamic menus but it didn't seem to really get me there. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Menus in Smart IT
HI All Are menus embedded in Smart IT or can they be changed? As an example if I were to change the Assignee menu in the HPD:Help Desk would that change be reflected in the Incident displayed in Smart IT? If it can be are there any steps I need to take to make that work. In 7.6 I have a change field - menu active link on the HPD:Help Desk. Unfortunately can't do active links in Smart IT so I need to be able to change the menu entirely. Thanks Mark Mark Brittain | Senior Systems Engineer | 315.634.9337 125 Elwood Davis Road | Syracuse NY 13212 [new_spectrum] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: chat in smart it
I want to use ldap. When I set primary provider to *rg.jivesoftware.openfire.auth.DefaultAuthProvider I can't connect to openfire admin console anymore.* I set the rest of properties according this instruction. BR, Irina 2017-05-02 15:27 GMT+03:00 Rune Kristian Sørlid <rsor...@gmail.com>: > ** > Hi. > > Verify that you have set up the Authentication provider correctly. > > https://docs.bmc.com/docs/display/public/smartIT15/ > Installing+Chat+on+a+remote+server > > 2.C > > //Rune > > > > 2017-05-02 12:56 GMT+02:00 Irina Solarcuka <irinase...@gmail.com>: > >> ** >> Hi, >> >> I've a problem with chat in Smart IT. >> Smart IT and openfire are installed on the same server. >> I'm able to connect to chat from ITSM 8.1. but not from Smart IT 1.5.01 >> In Smart IT chat is still disabled. >> >> connect.properties file contains: >> >> #MyIT server host and port, this is required for Chatter integration >> myit.server.host = drkosh.corp.tele2.com >> myit.server.port = 9000 >> chat.server.cm.host = drkosh.corp.tele2.com >> chat.server.client.port = 5222 >> chat.server.admin.login = irinsola >> chat.server.admin.password = >> chat.server.groupChatService = conference >> chat.server.admin.pool.size = 6 >> chat.server.boshUrl = http://drkosh.corp.tele2.com:7070/http-bind/ >> chat.server.domain = drkosh.corp.tele2.com >> api.token.XrspqYebnjfsppAzwOmpPeGmNyNavjDkAdnMMMwQpvNrttEbXA >> RIAAvNTzVPvMpSVgbRBPZgsBFkqyQeMnArTfzpiQKSWtXxCwCqPCUXcXQleLlLJGNMWWxKMPguZpwo >> = 03968323-2f63-4021-aaab-e69405338e67 >> >> >> I'm able to see my connection from openfire admin console: >> >> >> but in Smart IT chat is not available (red). >> >> Both - monitor and Smart plugins are available. >> >> >> Could you please give me some advice what else I need to check? >> >> BR, >> Irina >> _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: chat in smart it
Hi. Verify that you have set up the Authentication provider correctly. https://docs.bmc.com/docs/display/public/smartIT15/Installing+Chat+on+a+remote+server 2.C //Rune 2017-05-02 12:56 GMT+02:00 Irina Solarcuka <irinase...@gmail.com>: > ** > Hi, > > I've a problem with chat in Smart IT. > Smart IT and openfire are installed on the same server. > I'm able to connect to chat from ITSM 8.1. but not from Smart IT 1.5.01 > In Smart IT chat is still disabled. > > connect.properties file contains: > > #MyIT server host and port, this is required for Chatter integration > myit.server.host = drkosh.corp.tele2.com > myit.server.port = 9000 > chat.server.cm.host = drkosh.corp.tele2.com > chat.server.client.port = 5222 > chat.server.admin.login = irinsola > chat.server.admin.password = > chat.server.groupChatService = conference > chat.server.admin.pool.size = 6 > chat.server.boshUrl = http://drkosh.corp.tele2.com:7070/http-bind/ > chat.server.domain = drkosh.corp.tele2.com > api.token.XrspqYebnjfsppAzwOmpPeGmNyNavjDkAdnMMMwQpvNrttEbXA > RIAAvNTzVPvMpSVgbRBPZgsBFkqyQeMnArTfzpiQKSWtXxCwCqPCUXcXQleLlLJGNMWWxKMPguZpwo > = 03968323-2f63-4021-aaab-e69405338e67 > > > I'm able to see my connection from openfire admin console: > > > but in Smart IT chat is not available (red). > > Both - monitor and Smart plugins are available. > > > Could you please give me some advice what else I need to check? > > BR, > Irina > _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"
chat in smart it
Hi, I've a problem with chat in Smart IT. Smart IT and openfire are installed on the same server. I'm able to connect to chat from ITSM 8.1. but not from Smart IT 1.5.01 In Smart IT chat is still disabled. connect.properties file contains: #MyIT server host and port, this is required for Chatter integration myit.server.host = drkosh.corp.tele2.com myit.server.port = 9000 chat.server.cm.host = drkosh.corp.tele2.com chat.server.client.port = 5222 chat.server.admin.login = irinsola chat.server.admin.password = chat.server.groupChatService = conference chat.server.admin.pool.size = 6 chat.server.boshUrl = http://drkosh.corp.tele2.com:7070/http-bind/ chat.server.domain = drkosh.corp.tele2.com api.token.XrspqYebnjfsppAzwOmpPeGmNyNavjDkAdnMMMwQpvNrttEbXA RIAAvNTzVPvMpSVgbRBPZgsBFkqyQeMnArTfzpiQKSWtXxCwCqPCUXcXQleLlLJGNMWWxKMPguZpwo = 03968323-2f63-4021-aaab-e69405338e67 I'm able to see my connection from openfire admin console: but in Smart IT chat is not available (red). Both - monitor and Smart plugins are available. Could you please give me some advice what else I need to check? BR, Irina ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Smart IT and chat issue
Hi, I'm not able to connect to chat from Smart IT 1.2 It is loading whole the time. I'm facing the following error in Console: XMLHttpRequest cannot load http://itsmbe-t1.corp.tele2.com:7070/http-bind/?jid=irinsola_001. No 'Access-Control-Allow-Origin' header is present on the requested resource. Origin 'http://liberace:9000' is therefore not allowed access. Any help is appreciated BR, Irina Solarcuka ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT activity feed issue - @tag not sending notification
Unless something has changed without knowing it, the @ tagging doesn't trigger notifications unfortunately. All it does is add it to that person's dashboard news feed in Smart IT. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Smart IT activity feed issue - @tag not sending notification
Hi All, I am facing issue with Smart IT activity. When I tag a person with @ and post activity it is not sending OOB notification to tagged person. Suggestions please. Thanks, Chetan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Branding of Smart IT and MyIT for mobile applications
Hello Team, Greetings!! I have query that, can we do branding for mobile application for MY IT and SMART IT. I have little bit information about backend forms for doing branding in SMRAT IT and MY IT but in Web based application. It would be great if you can make me understand about branding for mobile application for MY IT and SMART IT. 1. Can we change login page and all application UI in mobile app ? 2. only BMC can do branding for mobile applications -MYIT , SMART IT ? 3. If we can do branding for mobile applications -MYIT , SMART IT Then how we can acheive it? Many Thanks! Regards, Nilesh Janjire ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Smart Reporting Installation
Basic question here. In the documentation I only saw that is recommended not to install Smart Reporting on the same server as ARSystem. In addition to Smart Reporting we are using Analytics. We have a report server setup for Analytics already. Would you recommend loading Smart Reporting on the Analytics servers, on the mid-tier server(s), or on it's own server? If we have customers both inside and outside the DMZ I'm assuming we would need a Smart Reporting installation on both sides. So I guess the options would be: - Install Smart Reporting on all the Mid-Tier servers - Install Smart Reporting on the Report servers with Analytics - Install Smart Reporting on their own servers - Some other recommendation Which ever option is used we need to take the DMZ into consideration. Thanks, Brian DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Experience with Smart Reporting?
Tauf and David, Thanks for the reply. The product claims that you can create a formula using an SQL based formula, but when I tried it, the report stopped working. Also how do you do a table in a smart reports? They seem to have a lot of graphs but no tables. Also I don't believe that our customer is willing to spring for BMC Analytics, though they are extremely dependent on our Crystal Reports right now and I don't think Smart Report is going to be able to handle it. I've watched the videos on-line. Do you know if there is any other training available out there? Thanks again, On Wed, Jun 22, 2016 at 11:55 AM, Tauf Chowdhury <taufc...@gmail.com> wrote: > ** > My organization has had Smart Reporting and we use Remedy onDemand. The > tool is powerful and can deliver the reports but it's been buggy when it > comes to calculating date/time queries. We are also having issues with the > way user sessions are translated from ITSM to smart reporting. The handoff > of the session is not clean. > I don't know that you can run direct sql. You would probably need to > create the views and the queries using the GUI and then view the SQL. > > Sent from my iPhone > > On Jun 22, 2016, at 11:22 AM, David Charters < > da...@charterstechnologies.com <da...@charterstechnologies.com>> wrote: > > ** > Yes smart reporting will work for most reports. You can also implement BMC > Analytics for complex reporting using cursors and other advanced functions, > which if done right blows regular Crystal reports out of the water. > > > > Sent from my Verizon, Samsung Galaxy smartphone > > > Original message > From: Joanne Janssen <joanne.jansse...@gmail.com > <joanne.jansse...@gmail.com>> > Date: 6/22/16 11:04 AM (GMT-05:00) > To: arslist@ARSLIST.ORG <arslist@arslist.org> > Subject: Experience with Smart Reporting? > > ** > Hey, > > At this point I am a Remedy user/report developer, rather than a Remedy > Developer, just as a preface (they won't let me get my hands on it!). But > my question is about Smart Reporting. Has anyone used it to create > reports? We have developed some very sophisticated Crystal Reports, > however we are transitioning to Remedy 9.1 and have been told that we can > no longer use Crystal, due to security concerns. I'm trying to create some > of our simpler reports and have run into some snags. > > I've created Views for our HPD:Help_Desk based reports, and used some of > the canned formulas that Remedy supplied successfully, but have not been > able to create any of our customer SQL formulas. Does anyone have any > insight into this? > > Thanks > > Joanne > _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: Experience with Smart Reporting?
My organization has had Smart Reporting and we use Remedy onDemand. The tool is powerful and can deliver the reports but it's been buggy when it comes to calculating date/time queries. We are also having issues with the way user sessions are translated from ITSM to smart reporting. The handoff of the session is not clean. I don't know that you can run direct sql. You would probably need to create the views and the queries using the GUI and then view the SQL. Sent from my iPhone > On Jun 22, 2016, at 11:22 AM, David Charters <da...@charterstechnologies.com> > wrote: > > ** > Yes smart reporting will work for most reports. You can also implement BMC > Analytics for complex reporting using cursors and other advanced functions, > which if done right blows regular Crystal reports out of the water. > > > > Sent from my Verizon, Samsung Galaxy smartphone > > > Original message > From: Joanne Janssen <joanne.jansse...@gmail.com> > Date: 6/22/16 11:04 AM (GMT-05:00) > To: arslist@ARSLIST.ORG > Subject: Experience with Smart Reporting? > > ** > Hey, > > At this point I am a Remedy user/report developer, rather than a Remedy > Developer, just as a preface (they won't let me get my hands on it!). But my > question is about Smart Reporting. Has anyone used it to create reports? We > have developed some very sophisticated Crystal Reports, however we are > transitioning to Remedy 9.1 and have been told that we can no longer use > Crystal, due to security concerns. I'm trying to create some of our simpler > reports and have run into some snags. > > I've created Views for our HPD:Help_Desk based reports, and used some of the > canned formulas that Remedy supplied successfully, but have not been able to > create any of our customer SQL formulas. Does anyone have any insight into > this? > > Thanks > > Joanne > _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: Experience with Smart Reporting?
Yes smart reporting will work for most reports. You can also implement BMC Analytics for complex reporting using cursors and other advanced functions, which if done right blows regular Crystal reports out of the water. Sent from my Verizon, Samsung Galaxy smartphone Original message From: Joanne Janssen <joanne.jansse...@gmail.com> Date: 6/22/16 11:04 AM (GMT-05:00) To: arslist@ARSLIST.ORG Subject: Experience with Smart Reporting? ** Hey, At this point I am a Remedy user/report developer, rather than a Remedy Developer, just as a preface (they won't let me get my hands on it!). But my question is about Smart Reporting. Has anyone used it to create reports? We have developed some very sophisticated Crystal Reports, however we are transitioning to Remedy 9.1 and have been told that we can no longer use Crystal, due to security concerns. I'm trying to create some of our simpler reports and have run into some snags. I've created Views for our HPD:Help_Desk based reports, and used some of the canned formulas that Remedy supplied successfully, but have not been able to create any of our customer SQL formulas. Does anyone have any insight into this? Thanks Joanne _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"
Experience with Smart Reporting?
Hey, At this point I am a Remedy user/report developer, rather than a Remedy Developer, just as a preface (they won't let me get my hands on it!). But my question is about Smart Reporting. Has anyone used it to create reports? We have developed some very sophisticated Crystal Reports, however we are transitioning to Remedy 9.1 and have been told that we can no longer use Crystal, due to security concerns. I'm trying to create some of our simpler reports and have run into some snags. I've created Views for our HPD:Help_Desk based reports, and used some of the canned formulas that Remedy supplied successfully, but have not been able to create any of our customer SQL formulas. Does anyone have any insight into this? Thanks Joanne ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart IT 1.4/MYIT
Happy Friday! https://docs.bmc.com/docs/display/public/smartIT14/Home Pradeep From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kathy Morris Sent: Friday, May 27, 2016 1:52 PM To: arslist@ARSLIST.ORG Subject: Smart IT 1.4/MYIT ** Hi, Does anyone have a link to the Smart IT 1.4? Or is there not any documentation for Smart IT 1.4? I hope this is not another case where the documentation is missing. _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"
Smart IT 1.4/MYIT
Hi, Does anyone have a link to the Smart IT 1.4? Or is there not any documentation for Smart IT 1.4? I hope this is not another case where the documentation is missing. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
SV: Smart Reporting - Change DB Password
Tanks Alot Tauf!! That solved my issue! I used the EncryptPassword.jar and just replaced the old password in the web.xml without setting JDBCPasswordEncrypted param to false. Worked like a charm. Thanks again. Magnus Blixt Från: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] För Tauf Chowdhury Skickat: den 12 maj 2016 10:36 Till: arslist@ARSLIST.ORG Ämne: Re: Smart Reporting - Change DB Password ** Magnus, No clue if this will even work but see this URL: http://www.yellowfinbi.com/YFForum-Changing-the-JDBC-user-password-in-the-web-xml-file-?thread=105091 Sent from my iPhone On May 12, 2016, at 4:14 AM, Magnus Blixt <magnus.bl...@gdm.se<mailto:magnus.bl...@gdm.se>> wrote: ** Hi I´ll need to change the login password that runs the smart reporting database. The problem is that I can’t find where I change the password in any config. As soon i change the login password in the database I can’t run Smart Reporting. Does anyone know how to? //Magnus Blixt Magnus Blixt System Achitect ICT Infrastructure GDM - Vi förenklar din IT-vardag Adress: Box 892, 851 24 Sundsvall Besöksadress: Södra Järnvägsgatan 37 Tfn vxl: +46 60-14 02 00 Tfn direkt: +46 70-649 6949 E-post: magnus.bl...@gdm.se<mailto:magnus.bl...@gdm.se> Webbplats: www.gdm.se<http://www.gdm.se> Detta e-postmeddelande är endast avsett för den person eller den enhet som det är adresserat till. Det kan innehålla särskild information som är konfidentiell eller på annat sätt är skyddad för avslöjande under tillämplig lag. Om ni felaktigt fått detta meddelande vänligen radera det omedelbart och meddela mig snarast via e-post. _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: Smart Reporting - Change DB Password
Magnus, No clue if this will even work but see this URL: http://www.yellowfinbi.com/YFForum-Changing-the-JDBC-user-password-in-the-web-xml-file-?thread=105091 Sent from my iPhone > On May 12, 2016, at 4:14 AM, Magnus Blixt <magnus.bl...@gdm.se> wrote: > > ** > Hi > I´ll need to change the login password that runs the smart reporting > database. The problem is that I can’t find where I change the password in any > config. As soon i change the login password in the database I can’t run Smart > Reporting. Does anyone know how to? > > //Magnus Blixt > Magnus Blixt > System Achitect ICT Infrastructure > > GDM - Vi förenklar din IT-vardag > > Adress: Box 892, 851 24 Sundsvall > Besöksadress: Södra Järnvägsgatan 37 > Tfn vxl: +46 60-14 02 00 > Tfn direkt: +46 70-649 6949 > E-post: magnus.bl...@gdm.se > Webbplats: www.gdm.se > > Detta e-postmeddelande är endast avsett för den person eller den enhet som > det är adresserat till. Det kan innehålla särskild information som är > konfidentiell eller på annat sätt är skyddad för avslöjande under tillämplig > lag. Om ni felaktigt fått detta meddelande vänligen radera det omedelbart och > meddela mig snarast via e-post. > > _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"
Smart Reporting - Change DB Password
Hi I´ll need to change the login password that runs the smart reporting database. The problem is that I can't find where I change the password in any config. As soon i change the login password in the database I can't run Smart Reporting. Does anyone know how to? //Magnus Blixt Magnus Blixt System Achitect ICT Infrastructure GDM - Vi förenklar din IT-vardag Adress: Box 892, 851 24 Sundsvall Besöksadress: Södra Järnvägsgatan 37 Tfn vxl: +46 60-14 02 00 Tfn direkt: +46 70-649 6949 E-post: magnus.bl...@gdm.se Webbplats: www.gdm.se Detta e-postmeddelande är endast avsett för den person eller den enhet som det är adresserat till. Det kan innehålla särskild information som är konfidentiell eller på annat sätt är skyddad för avslöjande under tillämplig lag. Om ni felaktigt fått detta meddelande vänligen radera det omedelbart och meddela mig snarast via e-post. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Disable the "rounding" function in Smart Reporting
Rolling out Smart Reporting and our report team is trying to figure out how to disable "rounding" of decimals. Our customer requires our SLA reports to have the calculations show on the report with truncated decimals that are NOT rounded. Don't see anything in the documentation that says this can be done. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart Reporting Remedy 9
Hi Tauf: > Anyone run into and hopefully fix the date/time issue in Smart Reporting > where it evidently can't understand the concept of midnight!? > For example, using date measures like "yesterday" yields results from 12p > noon Changing the time to 12am still shows 12 noon. It only recognizes > 1am > onwards. The resolution is to change the format of the date request: Please change the custom parameters of SR Data Source (In place of "HH" in time section make it "hh" as shown below DateTimeFormat=MM/dd/ hh:mm:ss a;DateFormat=MM/dd/ Regards, Chris ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: Smart Reporting Remedy 9
Does it make any difference if you use 24hr time? For example, instead of "12:00:01 AM", have you tried "00:00:01"? Thanks, -JDHood On Fri, Feb 19, 2016 at 12:12 PM, Tauf Chowdhury <taufc...@gmail.com> wrote: > Anyone run into and hopefully fix the date/time issue in Smart Reporting > where it evidently can't understand the concept of midnight!? > For example, using date measures like "yesterday" yields results from 12p > noon > Changing the time to 12am still shows 12 noon. It only recognizes 1am > onwards. > > > Sent from my iPhone > > ___ > 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"
Smart Reporting Remedy 9
Anyone run into and hopefully fix the date/time issue in Smart Reporting where it evidently can't understand the concept of midnight!? For example, using date measures like "yesterday" yields results from 12p noon Changing the time to 12am still shows 12 noon. It only recognizes 1am onwards. Sent from my iPhone ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Smart IT and disabling Modules within
Anyone fiddled with Smart IT enough to know how to disable certain modules from the Smart IT console? (i.e. Work Order, Task modules). Customer does not utilize WO and Task modules within ITSM and will want not want them available/visible from Smart IT. Suggestions? Thank you, Bryan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: ITSM 9 Smart Reporting and Amazon Web Services
Thanks Levi! I'll forward this to my partner. Warren On Thu, Sep 24, 2015 at 10:13 PM, Lippincott, Levi (OMA-GIS) < levi.lippinc...@interpublic.com> wrote: > ** > > Warren, > > > > I was installing Smart Reporting 9 SP1 and ran into a similar issue. The > error messages I was getting were not as clear as they should have been. > > > > After a few days dealing with support and them talking to the developers > of the install package we were able to get my install to work by having the > server name FQDN in the host and then for the DB name something with no > spaces or special characters, and then the instance name we had to put the > server short name. Once we did that the install worked. > > > > Maybe that will work for you, my host name had periods but no dashes. So > you might still be stuck, hope that helps. > > > > *Levi Lippincott / *Remedy Administrator > > > > +1 402 561 7014 office > > +1 402 321 5421 mobile > > levi.lippinc...@interpublic.com > > > > *Interpublic Group* 6825 Pine Street, Omaha, NE 68106 > > > > *"Talent is a Gift; But Character is a Choice." -Matt Grotewold-* > > > > *From:* Action Request System discussion list(ARSList) [mailto: > arslist@ARSLIST.ORG] *On Behalf Of *Warren R. Baltimore II > *Sent:* Thursday, September 24, 2015 6:30 PM > *To:* arslist@ARSLIST.ORG > *Subject:* ITSM 9 Smart Reporting and Amazon Web Services > > > > ** > > Wondering if anyone out there has had a similar issue. > > We are installing the whole ARS9/itsm 9 suite on a Virtual Server from > Amazon Web Services. > > It's ITSM 9 patch 1 on Windows 2012 operating system connecting to SQL > 2010 (I thinkmay be wrong about that last bit). > > Anyway, my partner has discovered a bug with the installer for Smart > Reporting. Evidently the Servername cannot have any special characters in > the install setup process. Now, while our servername is clean in that > regards, the FQDN is full of periods and dashes which breaks the install. > We can't figure out a way around this? My buddy is pulling his hair out > trying to figure this one out. > > > -- > > Warren R. Baltimore II > Remedy Developer > 410-533-5367 > > _ARSlist: "Where the Answers Are" and have been for 20 years_ > _ARSlist: "Where the Answers Are" and have been for 20 years_ -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
ITSM 9 Smart Reporting and Amazon Web Services
Wondering if anyone out there has had a similar issue. We are installing the whole ARS9/itsm 9 suite on a Virtual Server from Amazon Web Services. It's ITSM 9 patch 1 on Windows 2012 operating system connecting to SQL 2010 (I thinkmay be wrong about that last bit). Anyway, my partner has discovered a bug with the installer for Smart Reporting. Evidently the Servername cannot have any special characters in the install setup process. Now, while our servername is clean in that regards, the FQDN is full of periods and dashes which breaks the install. We can't figure out a way around this? My buddy is pulling his hair out trying to figure this one out. -- Warren R. Baltimore II Remedy Developer 410-533-5367 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
Re: ITSM 9 Smart Reporting and Amazon Web Services
Warren, I was installing Smart Reporting 9 SP1 and ran into a similar issue. The error messages I was getting were not as clear as they should have been. After a few days dealing with support and them talking to the developers of the install package we were able to get my install to work by having the server name FQDN in the host and then for the DB name something with no spaces or special characters, and then the instance name we had to put the server short name. Once we did that the install worked. Maybe that will work for you, my host name had periods but no dashes. So you might still be stuck, hope that helps. Levi Lippincott / Remedy Administrator +1 402 561 7014 office +1 402 321 5421 mobile levi.lippinc...@interpublic.com<mailto:levi.lippinc...@interpublic.com> Interpublic Group 6825 Pine Street, Omaha, NE 68106 "Talent is a Gift; But Character is a Choice." -Matt Grotewold- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Warren R. Baltimore II Sent: Thursday, September 24, 2015 6:30 PM To: arslist@ARSLIST.ORG Subject: ITSM 9 Smart Reporting and Amazon Web Services ** Wondering if anyone out there has had a similar issue. We are installing the whole ARS9/itsm 9 suite on a Virtual Server from Amazon Web Services. It's ITSM 9 patch 1 on Windows 2012 operating system connecting to SQL 2010 (I thinkmay be wrong about that last bit). Anyway, my partner has discovered a bug with the installer for Smart Reporting. Evidently the Servername cannot have any special characters in the install setup process. Now, while our servername is clean in that regards, the FQDN is full of periods and dashes which breaks the install. We can't figure out a way around this? My buddy is pulling his hair out trying to figure this one out. -- Warren R. Baltimore II Remedy Developer 410-533-5367 _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: Smart IT Issue - Relating CIs
I'm on the same version, and logged in as myself with admin rights so I can see more datasets than most people, but still most of I.T. has access to at least two datasets here. Thanks, Shawn Pierson Remedy Developer | Energy Transfer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie Sent: Tuesday, August 18, 2015 9:12 AM To: arslist@ARSLIST.ORG Subject: Re: Smart IT Issue - Relating CIs Shawn, What version of Smart IT are you using? I'm working through a project to implement Smart IT and I'm using Smart IT 1.1 Patch 01 and could not replicate your issue. See attached image of my search on one of our servers where I did not return multiple results, just one. ___ 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: Smart IT Issue - Relating CIs
That is a bit odd, as I'm also listed as an Administrator on my environment. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Smart IT Issue - Relating CIs
Good morning, I thought I'd ask this here (I'm going to follow up elsewhere with BMC as well) because I'd like an answer but I'm also curious about how many other people are using Smart IT in production today. The issue we're having that I'd like to discuss is specifically around relating CIs. For example, if I go into a Change Request and try to relate a server with a hostname of something like Server1 I see the results of all the datasets that Server1 exists in. In this case, I have not just BMC.ASSET, but also ADDM at a minimum, but ultimately with a few other initiatives going on this specific CI exists in five different datasets on my production server. If you've run into this, how do you go about excluding data from the other datasets? Would this possibly not be an issue for those who only can see BMC.ASSET via the normal Mid-Tier interface? Thanks, Shawn Pierson Remedy Developer | Energy Transfer Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Installing Smart IT User Experience patch on Unix
Fred/Jarl - thanks again for you help. I was able to resolve this issue working back with BMC Support. I had originally extracted the .solaris.gz file on my local workstation and then FTP'd the extracted files and folders to my Unix server. For whatever reason, that looks to be the cause of the issue. Once we uploaded the file to the server and gunzipped/un-tar'd the file, I was able to successfully get the installer working. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Installing Smart IT User Experience patch on Unix
If yo seee this log event in your log file:
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java
-Xmx256m -classpath
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/
-Dsun.java2d.noddraw=true -Dswing.volatileImageBufferEnabled=false
-Djava.logging.properties=/logging.properties -Xdebug
-Xrunjdwp:server=y,transport=dt_socket,address=12333,suspend=n
-Dbmc.install.LAUNCHER_EXECUTABLE=/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.bin
-jar
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.jar
install
Even if you change JAVA_HOME it use the version provided from BMC.
A solution is to change the java path, and run the command . Ie:
/usr/jdk/jdk1.7.0_80/jre/bin -Xmx256m -classpath
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/
-Dsun.java2d.noddraw=true -Dswing.volatileImageBufferEnabled=false
-Djava.logging.properties=/logging.properties -Xdebug
-Xrunjdwp:server=y,transport=dt_socket,address=12333,suspend=n
-Dbmc.install.LAUNCHER_EXECUTABLE=/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.bin
-jar
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.jar
install
--
J
2015-07-24 17:22 GMT+02:00 Jamie jamie.bo...@transamerica.com:
I had our Unix admin's install Java 7u80 on our server and get the
following Java version using 'java -version'
java version 1.7.0_80
Java(TM) SE Runtime Environment (build 1.7.0_80-b15)
Java HotSpot(TM) Server VM (build 24.80-b11, mixed mode)
I've tried setting the Java_Home variable to
JAVA_HOME=/usr/jdk/jdk1.7.0_80/jre and
JAVA_HOME=/usr/jdk/jdk1.7.0_80/jre/bin, but neither one worked and I get
the same error output:
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
LOG EVENT {Description=[OS platform],Detail=[SOLARIS]}
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
LOG EVENT {Description=[OS architecture],Detail=[sparc]}
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
Running with DISPLAY environment variable set to
removed for post:0.0
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Found start of payload],Detail=[145408]}
(Jul 24 2015 10:21:59.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Checking for enough space in temporary directory
to extract files]}
(Jul 24 2015 10:21:59.000 AM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacking payload
entry],Progress=[0],Detail=[1 of 1]}
./setup.bin: Files/java/jre8: not found
./setup.bin: Files/java/jre7: not found
(Jul 24 2015 10:22:01.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM bundled]}
(Jul 24 2015 10:22:01.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/.]}
(Jul 24 2015 10:22:01.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/..]}
(Jul 24 2015 10:22:02.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files]}
(Jul 24 2015 10:22:02.000 AM -0500),SEVERE,setup,
LOG EVENT {Description=[Java -version command returned non-zero return
code, answer is likely incorrect],Detail=[1]}
(Jul 24 2015 10:22:02.000 AM -0500),CONFIG,setup,
LOG EVENT {Description=[Got Java version for
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java],Detail=[cannot]}
(Jul 24 2015 10:22:02.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Found
JVM],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java]}
(Jul 24 2015 10:22:02.000 AM -0500),CONFIG,setup,
LOG EVENT {Description=[JVM launcher
command],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java
-Xmx256m -classpath
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/
-Dsun.java2d.noddraw=true -Dswing.volatileImageBufferEnabled=false
-Djava.logging.properties=/logging.properties -Xdebug
-Xrunjdwp:server=y,transport=dt_socket,address=12333,suspend=n
-Dbmc.install.LAUNCHER_EXECUTABLE=/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.bin
-jar
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.jar
install]}
./setup.bin:
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java:
cannot execute
(Jul 24 2015 10:22:02.000
Re: Installing Smart IT User Experience patch on Unix
I had our Unix admin's install Java 7u80 on our server and get the following
Java version using 'java -version'
java version 1.7.0_80
Java(TM) SE Runtime Environment (build 1.7.0_80-b15)
Java HotSpot(TM) Server VM (build 24.80-b11, mixed mode)
I've tried setting the Java_Home variable to JAVA_HOME=/usr/jdk/jdk1.7.0_80/jre
and JAVA_HOME=/usr/jdk/jdk1.7.0_80/jre/bin, but neither one worked and I get
the same error output:
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
LOG EVENT {Description=[OS platform],Detail=[SOLARIS]}
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
LOG EVENT {Description=[OS architecture],Detail=[sparc]}
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
Running with DISPLAY environment variable set to
removed for post:0.0
(Jul 24 2015 10:21:57.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Found start of payload],Detail=[145408]}
(Jul 24 2015 10:21:59.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Checking for enough space in temporary directory to
extract files]}
(Jul 24 2015 10:21:59.000 AM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacking payload entry],Progress=[0],Detail=[1
of 1]}
./setup.bin: Files/java/jre8: not found
./setup.bin: Files/java/jre7: not found
(Jul 24 2015 10:22:01.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM bundled]}
(Jul 24 2015 10:22:01.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/.]}
(Jul 24 2015 10:22:01.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/..]}
(Jul 24 2015 10:22:02.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files]}
(Jul 24 2015 10:22:02.000 AM -0500),SEVERE,setup,
LOG EVENT {Description=[Java -version command returned non-zero return code,
answer is likely incorrect],Detail=[1]}
(Jul 24 2015 10:22:02.000 AM -0500),CONFIG,setup,
LOG EVENT {Description=[Got Java version for
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java],Detail=[cannot]}
(Jul 24 2015 10:22:02.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Found
JVM],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java]}
(Jul 24 2015 10:22:02.000 AM -0500),CONFIG,setup,
LOG EVENT {Description=[JVM launcher
command],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java
-Xmx256m -classpath
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/
-Dsun.java2d.noddraw=true -Dswing.volatileImageBufferEnabled=false
-Djava.logging.properties=/logging.properties -Xdebug
-Xrunjdwp:server=y,transport=dt_socket,address=12333,suspend=n
-Dbmc.install.LAUNCHER_EXECUTABLE=/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.bin
-jar
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.jar
install]}
./setup.bin:
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java:
cannot execute
(Jul 24 2015 10:22:02.000 AM -0500),CONFIG,Command return code,
LOG EVENT {Description=[1]}
(Jul 24 2015 10:22:02.000 AM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacked payload entry],Progress=[100],Detail=[1
of 1]}
(Jul 24 2015 10:22:02.000 AM -0500),INFO,setup,
LOG EVENT {Description=[Extracted payload entry count],Detail=[1]}
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
Re: Installing Smart IT User Experience patch on Unix
Fred - thanks for the help. I was too focused on trying to get the Java path and Xmanager window to work that I forgot to even check the Java version our Unix admins have installed on the server. Looks like the server I'm working on has Java 1.6.0_26 and some of our others still have 1.5.x versions; which concerns me quite a bit now (yikes!)! Based on the BMC doc, the user experience patch won't run without JRE 7, so I've submitted a request to our Unix team to update the version. Hopefully that will fix it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Installing Smart IT User Experience patch on Unix
Has anyone out there been able to successfully install any (but preferably 1.1)
Smart IT User Experience patch on a Unix environment? I have downloaded and
uploaded the installer file into my Unix environment, but this installer has a
'setup.bin' executable rather than the normal 'setup.sh' executable.
At first I wasn't able to execute the 'setup.bin' because it gave me a ksh:
setup.bin: not found error message. I found an article using Google that
helped me change the executable and was able to execute it.
http://www.cyberciti.biz/faq/howto-unix-command-run-execute-bin-files-in-linux/
However, when I execute the setup.bin, I now get the following error output:
(Jul 21 2015 04:12:10.000 PM -0500),INFO,setup,
LOG EVENT {Description=[OS platform],Detail=[SOLARIS]} (Jul 21 2015
04:12:10.000 PM -0500),INFO,setup,
LOG EVENT {Description=[OS architecture],Detail=[sparc]} (Jul 21 2015
04:12:10.000 PM -0500),INFO,setup,
Running with DISPLAY environment variable set to
removed computer name for post:0.0
(Jul 21 2015 04:12:11.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Found start of payload],Detail=[145408]} (Jul 21 2015
04:12:12.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Checking for enough space in temporary directory to
extract files]} (Jul 21 2015 04:12:12.000 PM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacking payload entry],Progress=[0],Detail=[1
of 1]}
./setup.bin: Files/java/jre8: not found
./setup.bin: Files/java/jre7: not found
(Jul 21 2015 04:12:14.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM bundled]} (Jul 21 2015 04:12:14.000
PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/
Disk1/.]} (Jul 21 2015 04:12:14.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/
Disk1/..]} (Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/
Disk1/files]} (Jul 21 2015 04:12:15.000 PM -0500),SEVERE,setup,
LOG EVENT {Description=[Java -version command returned non-zero return code,
answer is likely incorrect],Detail=[1]} (Jul 21 2015 04:12:15.000 PM
-0500),CONFIG,setup,
LOG EVENT {Description=[Got Java version for
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/j
ava],Detail=[cannot]} (Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Found
JVM],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/jav
a]} (Jul 21 2015 04:12:15.000 PM -0500),CONFIG,setup,
LOG EVENT {Description=[JVM launcher
command],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files
/jre/bin/java -Xmx256m -classpath
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/
-Dsun.java2d.noddraw=tr ue -Dswing.volatileImageBufferEnabled=false
-Djava.logging.properties=/logging.properties -Xdebug
-Xrunjdwp:server=y,transport=d t_socket,address=12333,suspend=n
-Dbmc.install.LAUNCHER_EXECUTABLE=/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch
/Disk1/setup.bin -jar
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.jar
install]}
./setup.bin:
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java:
cannot execute (Jul 21 2015 04:12:15.000 PM -0500),CONFIG,Command return code,
LOG EVENT {Description=[1]}
(Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacked payload entry],Progress=[100],Detail=[1
of 1]} (Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Extracted payload entry count],Detail=[1]}
I have verified that the java path is set:
JAVA_HOME=/usr/jdk/latest/jre/bin/sparcv9/java which is the same location that
is used within out armonitor.conf.
I'm using Attachmate Reflection X Manager for our Xmanager to kick off the
install.
Remedy environment:
ARS 8.1.01
ITSM 8.1.01
CMDB 8.1.01
Sun Solaris 5.10 Generic_150400-23 sun4v sparc sun4v
So far, I haven't gotten much help from my support ticket with BMC, so any help
is appreciated!
Thanks!
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Where the Answers Are, and have been for 20 years
Re: Installing Smart IT User Experience patch on Unix
You say you have JAVA_HOME environment set, but does your PATH environment
contain the $JAVA_HOME/binfolder
(In your case PATH should contain /usr/jdk/latest/jre/bin/sparcv9/java/bin
somewhere in it.
What do you get if from the Disk1 directory you do java -version
From the log it looks like it is not using the java from your home path, it is
finding another.
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jamie
Sent: Thursday, July 23, 2015 3:41 PM
To: arslist@ARSLIST.ORG
Subject: Installing Smart IT User Experience patch on Unix
Has anyone out there been able to successfully install any (but preferably 1.1)
Smart IT User Experience patch on a Unix environment? I have downloaded and
uploaded the installer file into my Unix environment, but this installer has a
'setup.bin' executable rather than the normal 'setup.sh' executable.
At first I wasn't able to execute the 'setup.bin' because it gave me a ksh:
setup.bin: not found error message. I found an article using Google that
helped me change the executable and was able to execute it.
http://www.cyberciti.biz/faq/howto-unix-command-run-execute-bin-files-in-linux/
However, when I execute the setup.bin, I now get the following error output:
(Jul 21 2015 04:12:10.000 PM -0500),INFO,setup,
LOG EVENT {Description=[OS platform],Detail=[SOLARIS]} (Jul 21 2015
04:12:10.000 PM -0500),INFO,setup,
LOG EVENT {Description=[OS architecture],Detail=[sparc]} (Jul 21 2015
04:12:10.000 PM -0500),INFO,setup,
Running with DISPLAY environment variable set to
removed computer name for post:0.0
(Jul 21 2015 04:12:11.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Found start of payload],Detail=[145408]} (Jul 21 2015
04:12:12.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Checking for enough space in temporary directory to
extract files]} (Jul 21 2015 04:12:12.000 PM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacking payload entry],Progress=[0],Detail=[1
of 1]}
./setup.bin: Files/java/jre8: not found
./setup.bin: Files/java/jre7: not found
(Jul 21 2015 04:12:14.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM bundled]} (Jul 21 2015 04:12:14.000
PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/
Disk1/.]} (Jul 21 2015 04:12:14.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/
Disk1/..]} (Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Looking for JVM relative to
self],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/
Disk1/files]} (Jul 21 2015 04:12:15.000 PM -0500),SEVERE,setup,
LOG EVENT {Description=[Java -version command returned non-zero return code,
answer is likely incorrect],Detail=[1]} (Jul 21 2015 04:12:15.000 PM
-0500),CONFIG,setup,
LOG EVENT {Description=[Got Java version for
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/j
ava],Detail=[cannot]} (Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Found
JVM],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/jav
a]} (Jul 21 2015 04:12:15.000 PM -0500),CONFIG,setup,
LOG EVENT {Description=[JVM launcher
command],Detail=[/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files
/jre/bin/java -Xmx256m -classpath
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/
-Dsun.java2d.noddraw=tr ue -Dswing.volatileImageBufferEnabled=false
-Djava.logging.properties=/logging.properties -Xdebug
-Xrunjdwp:server=y,transport=d t_socket,address=12333,suspend=n
-Dbmc.install.LAUNCHER_EXECUTABLE=/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch
/Disk1/setup.bin -jar
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/setup.jar
install]}
./setup.bin:
/usr/remedy/ARSystem/UserExperiencePatch1.1.00/solaris/SmartITPatch/Disk1/files/jre/bin/java:
cannot execute (Jul 21 2015 04:12:15.000 PM -0500),CONFIG,Command return code,
LOG EVENT {Description=[1]}
(Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
PROGRESS EVENT {Description=[Unpacked payload entry],Progress=[100],Detail=[1
of 1]} (Jul 21 2015 04:12:15.000 PM -0500),INFO,setup,
LOG EVENT {Description=[Extracted payload entry count],Detail=[1]}
I have verified that the java path is set:
JAVA_HOME=/usr/jdk/latest/jre/bin/sparcv9/java
Smart IT error
Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT error
Was just trying create a ticket.. From scratch and I am picking the categories. On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.com wrote: Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _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: Smart IT error
Key in the same fields you are trying to pass in the Incident Interface_Create form and see if you're getting the error. If custom, it may be looking all the way down to Product Name or some other fields. Sent from my iPhone On Jul 10, 2015, at 3:54 PM, Saji Philip sphili...@gmail.com wrote: ** Funny thing is, I did filter and active link logging and could not find this error.. On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** That looks too much like a custom error message. Do you have some custom Filter that requires an Operational or Product Category for an Incident to be submitted? If not on HPD:Help Desk itself, maybe on the Interface_Create form? Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Friday, July 10, 2015 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT error ** Was just trying create a ticket.. From scratch and I am picking the categories. On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.com wrote: Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _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_ Private and confidential as detailed here. If you cannot access hyperlink, please e-mail sender. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT error
Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _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: Smart IT error
That looks too much like a custom error message. Do you have some custom Filter that requires an Operational or Product Category for an Incident to be submitted? If not on HPD:Help Desk itself, maybe on the Interface_Create form? Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Friday, July 10, 2015 2:47 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT error ** Was just trying create a ticket.. From scratch and I am picking the categories. On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.commailto:taufc...@gmail.com wrote: Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.commailto:sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _ARSlist: Where the Answers Are and have been for 20 years_ ___ 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_ 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: Smart IT error
Funny thing is, I did filter and active link logging and could not find this error.. On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** That looks too much like a custom error message. Do you have some custom Filter that requires an Operational or Product Category for an Incident to be submitted? If not on HPD:Help Desk itself, maybe on the Interface_Create form? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Friday, July 10, 2015 2:47 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT error ** Was just trying create a ticket.. From scratch and I am picking the categories. On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.com wrote: Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _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_ 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: Smart IT error
Thanks guys. It was a custom filter someone wrote on interface create form. On Fri, Jul 10, 2015, 3:23 PM Saji Philip sphili...@gmail.com wrote: Good point. I will check.. On Fri, Jul 10, 2015, 3:01 PM Tauf Chowdhury taufc...@gmail.com wrote: ** Key in the same fields you are trying to pass in the Incident Interface_Create form and see if you're getting the error. If custom, it may be looking all the way down to Product Name or some other fields. Sent from my iPhone On Jul 10, 2015, at 3:54 PM, Saji Philip sphili...@gmail.com wrote: ** Funny thing is, I did filter and active link logging and could not find this error.. On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** That looks too much like a custom error message. Do you have some custom Filter that requires an Operational or Product Category for an Incident to be submitted? If not on HPD:Help Desk itself, maybe on the Interface_Create form? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Friday, July 10, 2015 2:47 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT error ** Was just trying create a ticket.. From scratch and I am picking the categories. On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.com wrote: Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _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_ 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_ _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: Smart IT error
Good point. I will check.. On Fri, Jul 10, 2015, 3:01 PM Tauf Chowdhury taufc...@gmail.com wrote: ** Key in the same fields you are trying to pass in the Incident Interface_Create form and see if you're getting the error. If custom, it may be looking all the way down to Product Name or some other fields. Sent from my iPhone On Jul 10, 2015, at 3:54 PM, Saji Philip sphili...@gmail.com wrote: ** Funny thing is, I did filter and active link logging and could not find this error.. On Fri, Jul 10, 2015, 2:49 PM Pierson, Shawn shawn.pier...@energytransfer.com wrote: ** That looks too much like a custom error message. Do you have some custom Filter that requires an Operational or Product Category for an Incident to be submitted? If not on HPD:Help Desk itself, maybe on the Interface_Create form? Thanks, *Shawn Pierson * Remedy Developer | Energy Transfer *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Friday, July 10, 2015 2:47 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT error ** Was just trying create a ticket.. From scratch and I am picking the categories. On Fri, Jul 10, 2015, 2:45 PM Tauf Chowdhury taufc...@gmail.com wrote: Just guessing here but do you have those fields populated via a template or trying to use auto assignment? Sent from my iPhone On Jul 10, 2015, at 3:02 PM, Saji Philip sphili...@gmail.com wrote: ** Hello ARListers, I am getting the following error whenever I try to create a ticket in Smart IT. You must enter the Operational Categorization and Product Categorization before submitting this request (ARERR 1213121) It is an AR System User error, so I cannot see it nay of the logs. I am thinking I am missing something in configurations... Any ideas? _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_ 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_ _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
Idea up for voting - Smart Reporting for non-ITSM
So with my last email a few minutes ago about the Ideas process updates and renewed hope we'll see some movement around submitted Ideas, I posted Smart Reporting for non-ITSM https://communities.bmc.com/ideas/10527. Smart Reporting addresses what many of us have felt is a deficiency in native reporting for a long time. While it isn't exactly native per se it is close, wy better and less complex to maintain than SAP BOXI. If you are interested in using Smart Reporting with your home-grown environment please consider voting up. Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT Impact, Urgency and Status Menu not working
There is hotfix available for this issue. Can you tell me the request number you submitted with support. I will send you the hotfix via ticket. Regards, Vaibhav On Feb 27, 2015 3:33 AM, BradRemedy bradrem...@gmail.com wrote: ** Hi All I have Smart IT installed against ITSM 8.1. The installation went through with no errors and all looks pretty good. However, I am having a small problem where if I want to create a new incident on the Smart IT console that the Urgency, Impact and status drop down fields are not showing any values. I did find a article on the BMC communities site ( https://communities.bmc.com/message/489763#489763) which I have been through and applied the hot fix however the problem is still happening. I have escalated this to BMC Support, however I wanted to know if you guys had any ideas / or if anyone else was having a similar problem on their side? Any suggestions would be appreciated. Thanks in advance. Cheers Brad _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
Smart IT Impact, Urgency and Status Menu not working
Hi All I have Smart IT installed against ITSM 8.1. The installation went through with no errors and all looks pretty good. However, I am having a small problem where if I want to create a new incident on the Smart IT console that the Urgency, Impact and status drop down fields are not showing any values. I did find a article on the BMC communities site ( https://communities.bmc.com/message/489763#489763) which I have been through and applied the hot fix however the problem is still happening. I have escalated this to BMC Support, however I wanted to know if you guys had any ideas / or if anyone else was having a similar problem on their side? Any suggestions would be appreciated. Thanks in advance. Cheers Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Fwd: Smart IT Configuration File
Hi Anyone know where the config file is for Smart IT ? We have run into a problem where our POC environment has stopped working and I suspect that it is a configuration we have done on out side somewhere that is causing the problem. Currently, when we go to the smart IT page, I am presented with a error message of Page cannot be displayed. I have looked around and found a log file called ux.2015-02-16.part.0 which has the following entry: 04:28:54.971 | localhost-startStop-1 | ERROR | c.b.b.m.c.ConfigurationManager | ERROR (623): Authentication failed; 04:28:55.002 | localhost-startStop-1 | ERROR | c.b.b.m.p.PluggableProviderManagerImpl | Unable to load pluggable provider ITSM Known Error pluggable provider com.bmc.bsm.mobile.errorhandling.MobilityServerException: There was a problem processing the mobility server configuration. (MyIT Administration: Data Stores) at com.bmc.bsm.mobile.config.ConfigurationManager.getConfigurationData(ConfigurationManager.java:197) ~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.mobile.config.ConfigurationManager.getConfigurationData(ConfigurationManager.java:240) ~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.mobile.config.DataStoreConfigurator.initDataStores(DataStoreConfigurator.java:82) ~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.mobile.config.DataStoreConfigurator.init(DataStoreConfigurator.java:77) ~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.mobile.config.ConfigurationManager.init(ConfigurationManager.java:93) ~[mobility-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.mobile.service.SecurityService.init(SecurityService.java:80) ~[ar-foundation-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.myitsm.providers.knownerror.KnownErrorPluggableProviderFactory.create(KnownErrorPluggableProviderFactory.java:54) ~[na:na] at com.bmc.bsm.myitsm.providers.knownerror.KnownErrorPluggableProviderFactory.create(KnownErrorPluggableProviderFactory.java:24) ~[na:na] at com.bmc.bsm.myit.providers.PluggableProviderManagerImpl.initialize_aroundBody20(PluggableProviderManagerImpl.java:339) [myit-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.myit.providers.PluggableProviderManagerImpl$AjcClosure21.run(PluggableProviderManagerImpl.java:1) [na:na] at org.aspectj.runtime.reflect.JoinPointImpl.proceed(JoinPointImpl.java:149) [aspectjrt-1.8.1.jar:na] at com.bmc.bsm.myit.util.logging.util.LoggingUtil.logMethod(LoggingUtil.java:140) [logging-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.myit.util.logging.util.LoggingUtil.logMethod(LoggingUtil.java:76) [logging-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.myit.util.logging.aspect.CodeLayersLoggingAspect.logProvidersLayer(CodeLayersLoggingAspect.java:60) [logging-2.2.00.000-BUILD-SNAPSHOT.jar:na] at com.bmc.bsm.myit.providers.PluggableProviderManagerImpl.initialize(PluggableProviderManagerImpl.java:276) [myit-server-2.2.00.000-BUILD-SNAPSHOT.jar:na] at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method) ~[na:1.8.0_25] at sun.reflect.NativeMethodAccessorImpl.invoke(Unknown Source) ~[na:1.8.0_25] at sun.reflect.DelegatingMethodAccessorImpl.invoke(Unknown Source) ~[na:1.8.0_25] Any ideas on where I can look ? Cheers Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Smart IT Configuration File
Hi Anyone know where the config file is for Smart IT ? We have run into a problem where our POC environment has stopped working and I suspect that it is a configuration we have done on out side somewhere that is causing the problem. Currently, when we go to the smart IT page, I am presented with a error message of Page cannot be displayed. I have looked around and found a log file called ux.2015-02-16.part.0 which has the following entry: Any ideas on where I can look ? Cheers Brad ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT Configuration File
Please check connect.properties under apache/tomcat/external-conf to see if ARS details are intact. Datastore details would be accessible from the MyIT admin console(the module via Remedy).. Thanks Regards, Maheshwari L ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Smart IT Leading Zeros
Good day! During my installation of Smart IT I selected to remove the leading zeros from the ticket number. After searching documentation I cannot find how to change this short of doing the install again. Has anyone run into this? Thank you! ~~~ Terri ARS 8.1.01 ITSM 8.1.01 MidTier 8.1.01 Smart IT 1.0 Windows 2008 MS SQL 2008 R2 SP2 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR license user license needed for Smart-IT
Me and Howard worked together on this issue. There is no separate license required for smart IT. User can have fixed or floating license. Important part is permission that controls whether you want to login to smart IT as an administrator or Agent. Hope this helps. Regards, Vaibhav ** My understanding is that there wasn’t a separate license required for SmartIT, it just uses the underlying ARS/ITSM licenses. I see SmartIT as just an alternative Mid-Tier in that respect (no separate user license required for MT vice user tool). I have no idea why changing the user from float to fixed would suddenly grant access. -Rick *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta) *Sent:* Friday, November 14, 2014 1:39 PM *To:* arslist@ARSLIST.ORG *Subject:* AR license user license needed for Smart-IT ** All, Does anyone know what AR license user license needed for Smart-IT. I just tried to give access to a user (who has all kinds of incident licenses, as well as others) and a floating AR user license and he had no access. All I did was give him a fixed one and it worked great. Any ideas? *Howard Richter, Remedy Administrator* 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Planned time out of office: 11/24/2014 to 12/1/2014 [image: ecm_036069_email] _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: AR license user license needed for Smart-IT
All, It’s a little more than that. Vaibhav found out that the user must have “Work Order Master Permission” on 7.6.4 r2, in order not to require a fixed AR license. Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of vaibhav wadekar Sent: Thursday, November 20, 2014 7:39 AM To: arslist@ARSLIST.ORG Subject: Re: [arslist] AR license user license needed for Smart-IT ** Me and Howard worked together on this issue. There is no separate license required for smart IT. User can have fixed or floating license. Important part is permission that controls whether you want to login to smart IT as an administrator or Agent. Hope this helps. Regards, Vaibhav ** My understanding is that there wasn’t a separate license required for SmartIT, it just uses the underlying ARS/ITSM licenses. I see SmartIT as just an alternative Mid-Tier in that respect (no separate user license required for MT vice user tool). I have no idea why changing the user from float to fixed would suddenly grant access. -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Friday, November 14, 2014 1:39 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: AR license user license needed for Smart-IT ** All, Does anyone know what AR license user license needed for Smart-IT. I just tried to give access to a user (who has all kinds of incident licenses, as well as others) and a floating AR user license and he had no access. All I did was give him a fixed one and it worked great. Any ideas? Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Office = 678.645.4633tel:678.645.4633, Cell = 404.226.2745tel:404.226.2745 Planned time out of office: 11/24/2014 to 12/1/2014 [ecm_036069_email] _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_ Click herehttps://www.mailcontrol.com/sr/WIAbyO!+AvbGX2PQPOmvUtXHXnVjuGgHesk4tPpZXpW55CBVT60xoBY1Tx6cfBFOMfBPjk0ffGv4eW8epClCcw== to report this email as spam. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR license user license needed for Smart-IT
that seems a bit obscure :) On Thu, Nov 20, 2014 at 7:44 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.com wrote: ** All, It’s a little more than that. Vaibhav found out that the user must have “Work Order Master Permission” on 7.6.4 r2, in order not to require a fixed AR license. Howard *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *vaibhav wadekar *Sent:* Thursday, November 20, 2014 7:39 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [arslist] AR license user license needed for Smart-IT ** Me and Howard worked together on this issue. There is no separate license required for smart IT. User can have fixed or floating license. Important part is permission that controls whether you want to login to smart IT as an administrator or Agent. Hope this helps. Regards, Vaibhav ** My understanding is that there wasn’t a separate license required for SmartIT, it just uses the underlying ARS/ITSM licenses. I see SmartIT as just an alternative Mid-Tier in that respect (no separate user license required for MT vice user tool). I have no idea why changing the user from float to fixed would suddenly grant access. -Rick *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta) *Sent:* Friday, November 14, 2014 1:39 PM *To:* arslist@ARSLIST.ORG *Subject:* AR license user license needed for Smart-IT ** All, Does anyone know what AR license user license needed for Smart-IT. I just tried to give access to a user (who has all kinds of incident licenses, as well as others) and a floating AR user license and he had no access. All I did was give him a fixed one and it worked great. Any ideas? *Howard Richter, Remedy Administrator* 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Planned time out of office: 11/24/2014 to 12/1/2014 [image: ecm_036069_email] _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_ Click here https://www.mailcontrol.com/sr/WIAbyO!+AvbGX2PQPOmvUtXHXnVjuGgHesk4tPpZXpW55CBVT60xoBY1Tx6cfBFOMfBPjk0ffGv4eW8epClCcw== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: AR license user license needed for Smart-IT
My understanding is that there wasn't a separate license required for SmartIT, it just uses the underlying ARS/ITSM licenses. I see SmartIT as just an alternative Mid-Tier in that respect (no separate user license required for MT vice user tool). I have no idea why changing the user from float to fixed would suddenly grant access. -Rick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Friday, November 14, 2014 1:39 PM To: arslist@ARSLIST.ORG Subject: AR license user license needed for Smart-IT ** All, Does anyone know what AR license user license needed for Smart-IT. I just tried to give access to a user (who has all kinds of incident licenses, as well as others) and a floating AR user license and he had no access. All I did was give him a fixed one and it worked great. Any ideas? Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Planned time out of office: 11/24/2014 to 12/1/2014 [ecm_036069_email] _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
AR license user license needed for Smart-IT
All, Does anyone know what AR license user license needed for Smart-IT. I just tried to give access to a user (who has all kinds of incident licenses, as well as others) and a floating AR user license and he had no access. All I did was give him a fixed one and it worked great. Any ideas? Howard Richter, Remedy Administrator 6205 Peachtree Dunwoody Road, Atlanta, GA 30328-4524 Email = howard.rich...@coxinc.commailto:howard.rich...@coxinc.com Office = 678.645.4633, Cell = 404.226.2745 Planned time out of office: 11/24/2014 to 12/1/2014 [ecm_036069_email] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT install
That’s what I was thinking too but wasn’t sure. Thanks. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Monday, November 03, 2014 5:14 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT install ** I believe that's the user experience patch 1.x. Its there with the smart IT download. You will have to install it on the application server first. On Nov 3, 2014 1:22 PM, Tommy Morris tommy.mor...@radioshack.commailto:tommy.mor...@radioshack.com wrote: ** Where do you find the GalileoSocialPatch1.0.windows.zip? According to the Install doc it is a prereq for Smart IT but I cannot find that patch or product online. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Tuesday, October 21, 2014 1:33 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Smart IT install ** I have one server (not the midtier) with SmartIT/MyIT... But at the Engage they said 2 servers, one primary and a secondary. On Oct 21, 2014 9:54 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.commailto:howard.rich...@coxinc.com wrote: ** Go to a two server install. One for the Mongo DB and the other for Smart-IT/MyIT. hbr From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Tuesday, October 21, 2014 10:35 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: [arslist] Smart IT install ** I am about too! I am thinking of setting this up in our test environment. The question is – a separate VM server – or use on of the VM mid-tier servers? I have not done my normally home work – looking at available documentation. What do you guys recommend? With a separate WM server – I can just kill it (If the client is not happy.) ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Tuesday, October 21, 2014 2:33 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Smart IT install ** Anyone try it on top of MyIT 2.0? Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Monday, October 20, 2014 9:12 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click herehttps://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _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: Smart IT install
I believe that's the user experience patch 1.x. Its there with the smart IT download. You will have to install it on the application server first. On Nov 3, 2014 1:22 PM, Tommy Morris tommy.mor...@radioshack.com wrote: ** Where do you find the GalileoSocialPatch1.0.windows.zip? According to the Install doc it is a prereq for Smart IT but I cannot find that patch or product online. *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Tuesday, October 21, 2014 1:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT install ** I have one server (not the midtier) with SmartIT/MyIT... But at the Engage they said 2 servers, one primary and a secondary. On Oct 21, 2014 9:54 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.com wrote: ** Go to a two server install. One for the Mongo DB and the other for Smart-IT/MyIT. hbr *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Terje Moglestue *Sent:* Tuesday, October 21, 2014 10:35 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [arslist] Smart IT install ** I am about too! I am thinking of setting this up in our test environment. The question is – a separate VM server – or use on of the VM mid-tier servers? I have not done my normally home work – looking at available documentation. What do you guys recommend? With a separate WM server – I can just kill it (If the client is not happy.) ~ Terje *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta) *Sent:* Tuesday, October 21, 2014 2:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT install ** Anyone try it on top of MyIT 2.0? Howard *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Monday, October 20, 2014 9:12 PM *To:* arslist@ARSLIST.ORG *Subject:* [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click here https://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _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: Smart IT install
Are you all using the Elasticsearch? What functionality is lost if you do not? The documentation isn't real clear? Thank you! Brian Gillock On Tue, Oct 21, 2014 at 1:33 PM, Saji Philip sphili...@gmail.com wrote: ** I have one server (not the midtier) with SmartIT/MyIT... But at the Engage they said 2 servers, one primary and a secondary. On Oct 21, 2014 9:54 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.com wrote: ** Go to a two server install. One for the Mongo DB and the other for Smart-IT/MyIT. hbr *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Terje Moglestue *Sent:* Tuesday, October 21, 2014 10:35 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [arslist] Smart IT install ** I am about too! I am thinking of setting this up in our test environment. The question is – a separate VM server – or use on of the VM mid-tier servers? I have not done my normally home work – looking at available documentation. What do you guys recommend? With a separate WM server – I can just kill it (If the client is not happy.) ~ Terje *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta) *Sent:* Tuesday, October 21, 2014 2:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT install ** Anyone try it on top of MyIT 2.0? Howard *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Monday, October 20, 2014 9:12 PM *To:* arslist@ARSLIST.ORG *Subject:* [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click here https://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ -- Brian Gillock Principal Consultant, BGBS, Inc brian.gill...@pbs-consulting.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT install
Anyone try it on top of MyIT 2.0? Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Monday, October 20, 2014 9:12 PM To: arslist@ARSLIST.ORG Subject: [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click herehttps://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT install
I am about too! I am thinking of setting this up in our test environment. The question is – a separate VM server – or use on of the VM mid-tier servers? I have not done my normally home work – looking at available documentation. What do you guys recommend? With a separate WM server – I can just kill it (If the client is not happy.) ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Tuesday, October 21, 2014 2:33 PM To: arslist@ARSLIST.ORG Subject: Re: Smart IT install ** Anyone try it on top of MyIT 2.0? Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Monday, October 20, 2014 9:12 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click herehttps://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT install
Go to a two server install. One for the Mongo DB and the other for Smart-IT/MyIT. hbr From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: Tuesday, October 21, 2014 10:35 AM To: arslist@ARSLIST.ORG Subject: Re: [arslist] Smart IT install ** I am about too! I am thinking of setting this up in our test environment. The question is – a separate VM server – or use on of the VM mid-tier servers? I have not done my normally home work – looking at available documentation. What do you guys recommend? With a separate WM server – I can just kill it (If the client is not happy.) ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Richter, Howard (CEI - Atlanta) Sent: Tuesday, October 21, 2014 2:33 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Smart IT install ** Anyone try it on top of MyIT 2.0? Howard From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Saji Philip Sent: Monday, October 20, 2014 9:12 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click herehttps://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Smart IT install
I have one server (not the midtier) with SmartIT/MyIT... But at the Engage they said 2 servers, one primary and a secondary. On Oct 21, 2014 9:54 AM, Richter, Howard (CEI - Atlanta) howard.rich...@coxinc.com wrote: ** Go to a two server install. One for the Mongo DB and the other for Smart-IT/MyIT. hbr *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Terje Moglestue *Sent:* Tuesday, October 21, 2014 10:35 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: [arslist] Smart IT install ** I am about too! I am thinking of setting this up in our test environment. The question is – a separate VM server – or use on of the VM mid-tier servers? I have not done my normally home work – looking at available documentation. What do you guys recommend? With a separate WM server – I can just kill it (If the client is not happy.) ~ Terje *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Richter, Howard (CEI - Atlanta) *Sent:* Tuesday, October 21, 2014 2:33 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Smart IT install ** Anyone try it on top of MyIT 2.0? Howard *From:* Action Request System discussion list(ARSList) [ mailto:arslist@ARSLIST.ORG arslist@ARSLIST.ORG] *On Behalf Of *Saji Philip *Sent:* Monday, October 20, 2014 9:12 PM *To:* arslist@ARSLIST.ORG *Subject:* [arslist] Smart IT install ** After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. _ARSlist: Where the Answers Are and have been for 20 years_ Click here https://www.mailcontrol.com/sr/Iyb0xDsR02nGX2PQPOmvUhBG2SIKse0TJeGOhnzklt!lQ16EvueZkWigFuIhlKbH8N3Z3vdBo3fgE3KctAewCA== to report this email as spam. _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
If BMC follows suit with what they have done in the past on other products similarly positioned, I fully expect that MyIT becomes part and parcel of the SRM offering. Since it appears they are going to follow the same approach for all the interfaces for Remedy, it would seem silly that they have SRM and then MyIT as two separate offerings when it will be more attractive to a customer to have them combined as one. Just my $.02 Jim Coryat Sr. Software Engineer Micron Technology, Inc. From: Pat Zandi [mailto:remedy...@gmail.com] Sent: Wednesday, October 08, 2014 9:39 AM Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** Nice. That is a good direction ... Sent from my iPhone On Oct 8, 2014, at 7:54 AM, Pierson, Shawn shawn.pier...@energytransfer.commailto:shawn.pier...@energytransfer.com wrote: ** My understanding is that the goal is to eventually use that platform as a the primary interface for Remedy, so it is not an extra product. Currently, the scope of Smart IT is limited to Incidents and Work Orders though. By the way, I downloaded it last week when it was available on EPD, but I haven’t had time to install it yet. However, I’ve seen demos and it’s really cool. Forget about the ITSM competitors, I already see how rolling this out is going to make other apps in my company look bad for their lack of intuitiveness and lack of mobility. In fact, I think this will be among the first non-saas tools (maybe even the first beyond email) that has a strong mobile interface used in my organization. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 9:20 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available
Smart IT install
After attending BMC Engage and getting gitty over Smart IT, we installed it on one of our sandboxes. Pretty easy install... Still a work in progress but excited about what's to come. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
The Demo by Wayne Carter and the under the hood with Tom Adrian at Engage impressed all of the attendees. I want to get a copy into the company I work for to experiment. -Original Message- From: Mueller, Doug doug_muel...@bmc.com To: arslist arslist@ARSLIST.ORG Sent: Tue, Oct 7, 2014 3:19 pm Subject: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience,Remedy with Smart IT. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT followthis link. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy team as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _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: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
SmartIT looks really cool. I am well impressed of what I have seen and picked up. Looking forward to install and take a close look. Free or not – it would be good to have that clarified (before I am telling too many customers about the new product.) More important expected implementation time. I assume all the small print and juicy details will be available over the next couple of weeks. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Wednesday, October 08, 2014 3:20 AM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20 years_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Where the Answers Are, and have been for 20 years
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
Hi, We just had a presentation from BMC regarding Smart IT. from what we understand after the presentation Smart IT is Free but not MyIT. Looks impressive From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Terje Moglestue Sent: 08 October 2014 10:28 AM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** SmartIT looks really cool. I am well impressed of what I have seen and picked up. Looking forward to install and take a close look. Free or not – it would be good to have that clarified (before I am telling too many customers about the new product.) More important expected implementation time. I assume all the small print and juicy details will be available over the next couple of weeks. ~ Terje From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Wednesday, October 08, 2014 3:20 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi
Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage)
My understanding is that the goal is to eventually use that platform as a the primary interface for Remedy, so it is not an extra product. Currently, the scope of Smart IT is limited to Incidents and Work Orders though. By the way, I downloaded it last week when it was available on EPD, but I haven’t had time to install it yet. However, I’ve seen demos and it’s really cool. Forget about the ITSM competitors, I already see how rolling this out is going to make other apps in my company look bad for their lack of intuitiveness and lack of mobility. In fact, I think this will be among the first non-saas tools (maybe even the first beyond email) that has a strong mobile interface used in my organization. Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Timothy Powell Sent: Tuesday, October 07, 2014 9:20 PM To: arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** It’s my understanding (from my Acct. Exec), that SmartIT is a free add-on which is compatible back to ITSM 7.6.04 SP2….. Tim From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Patrick Zandi Sent: Tuesday, October 07, 2014 9:10 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Introducing Remedy with Smart IT (and one of those opportunities for remote interaction with Engage) ** I like it, it appears cool. however... it costs extra. Unless I am wrong.. I think personally it should just come with the product, and it helps with the compatition - SNOW My opinion On Tue, Oct 7, 2014 at 3:19 PM, Mueller, Doug doug_muel...@bmc.commailto:doug_muel...@bmc.com wrote: ** BMC and the Remedy ITSM team are pleased to announce our next generation Remedy IT Service Management experience, Remedy with Smart IThttp://www.bmc.com/it-solutions/remedy-smart-it.html. Smart IT provides Remedy users an entirely new experience! An experience that is intelligent, mobile and beautiful. Intelligent Interactions: More insight, less effort. Formless interactions and data-driven insights make for a more productive and knowledgeable staff. Beautiful Experience: More functionality. Fewer clicks. Faster learning and higher user adoption provide better customer satisfaction with a modern user experience. Mobile First: Same service desk, any device. Get responsive service delivery from anywhere. Always up to date with instant access even while remote. Collaborative Knowledge: Real-time, every time. Embrace a new paradigm where knowledge is enabled not only by articles, but through instant service desk collaboration. To read more information on how to get started with Remedy with Smart IT follow this linkhttps://docs.bmc.com/docs/display/public/itsm81/BMC+Remedy+with+Smart+IT+1.0. The Remedy ITSM team is excited to be a major part of this year’s BMC Engage user conference. We understand that not everyone can join us in-person at Engage. However, you can still learn about Smart IT from the comfort of your own desk or home as we bring the Remedy @ Engage experience to you via live streaming video. Key members of the Remedy team, including Robin Purohit - ITSM President, will host a special, live session at noon EST on October 15th introducing Remedy with Smart IT. Register here to join the BMC Remedy teamhttp://www.bmc.com/forms/ITSM-Remedy-SmartITVideoLaunch-Engage-Oct15.html as we celebrate the release of this fantastic new Remedy experience that provides every customer a smarter service desk. Although this particular announcement is focused on the packaged applications, there is a lot going on with the platform as well. All of the work that is being done to enable the new Smart IT approach is being done within the platform and will therefore be available for anyone doing customizations or building custom applications. All changes in the AR System or mid-tier will be available in an upcoming release. And work is under way to further expand access to the mobile interfaces that are being introduced. There will be a number of discussions at Engage around some of the new capabilities both short and longer term that are coming to the platform that enable the Smart IT improvements and that will be available for custom builds and customization/extension of the applications as needed. There are some pretty interesting things coming in the next couple of releases to assist with customizations and significantly simplifying merging your changes with ones that BMC is making and with adding capabilities to make your custom application that much more powerful. Regards, BMC Remedy Teams _ARSlist: Where the Answers Are and have been for 20 years_ -- Patrick Zandi _ARSlist: Where the Answers Are and have been for 20 years_ _ARSlist: Where the Answers Are and have been for 20
