Re: How to Document Workflow?

[Rick Cook]

What kind of documentation are you trying to achieve?  Manual or automated?

Rick

On 1/10/08, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>
> **
>
> Are there any tools for documenting specific Remedy workflow?
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> *http://www.Scholastic.com* 
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: How to Document Workflow?

[Rick Cook]

One thing I did is create a small application that uses server events to
track creation and changes in workflow.  It still needs some polish and
debugging or I'd share it.  You could probably build it yourself in a few
days.

Rick

On 1/10/08, Misi Mladoniczky <[EMAIL PROTECTED]> wrote:
>
> Hi,
>
> My current favourite for automated documentation is the free ARInside by
> Stefan Nerlisch. Unfortunately his web page has been hijacked, and I do
> not know where to find him. The latest release I know of are available at
> Matt Reinfeldts web site:
>
> http://www.mattreinfeldt.com/site/component/option,com_docman/task,cat_view/gid,35/Itemid,28/
>
> Automated documentation is usually pretty dependent on good help-texts on
> the workflow objects. You can use our free RRR|HelpText editor to highly
> speed up the process of getting your help texts up to date.
>
> Screen Shot: http://rrr.se/c/online/s/rrrhelptext.png
> Documentation: https://www.rrr.se/c/doc/RRR_HelpText.pdf
> Download: https://www.rrr.se/cgi/helptext/main
>
>Best Regards - Misi, RRR AB, http://www.rrr.se
>
> Products from RRR Scandinavia:
> * RRR|License - Not enough Remedy licenses? Save money by optimizing.
> * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
> * RRR|Translator - Manage and automate your language translations.
> Find these products, and many free tools and utilities, at http://rrr.se.
>
> > What kind of documentation are you trying to achieve?  Manual or
> > automated?
> >
> > Rick
> >
> > On 1/10/08, Sokol, Brian <[EMAIL PROTECTED]> wrote:
> >>
> >> **
> >>
> >> Are there any tools for documenting specific Remedy workflow?
> >>
> >> Brian Sokol
> >> Manager, Desktop Services
> >> Scholastic Inc.
> >> 557 Broadway
> >> NY, NY 10012
> >> (212) 343-6494
> >> *http://www.Scholastic.com* 
> >> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> >> html___
> >
> >
> ___
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> >
> > --
> > This message was scanned by ESVA and is believed to be clean.
> >
> >
>
>
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Re: How to Document Workflow?

[Rick Cook]

Brian, if you have an application of any size, even if a Word doc could hold
all of those cross references, you wouldn't be able to read it due to the
massive size.  Sync Search DB is probably your best option for now, unless
ARInside works better for you.  I am hopeful that the new admin tool will
allow for some new and creative options, but those would probably be just
for application subsets, due again to the volume of data therein.

If ARSPerl is ported to a version of ARS that you are using, you might
consider using ARSDoc - it worked pretty well back in the day.  Apart from
that, I wonder if the DB tables produced by the SSD could be displayed in
some other way?

Rick

On 1/10/08, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>
> ** Hi Rick,
>
> Manual would be ok. I  want to take all the AL and filters for an app
> (based on a prefix) and output that info to a doc(word, html, pdf). I want
> to see what triggers all the workflow and all it's actions.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Thursday, January 10, 2008 10:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: How to Document Workflow?
>
>
> ** What kind of documentation are you trying to achieve?  Manual or
> automated?
>
> Rick
>
> On 1/10/08, Sokol, Brian <[EMAIL PROTECTED]> wrote:
> >
> > **
> >
> > Are there any tools for documenting specific Remedy workflow?
> >
> > Brian Sokol
> > Manager, Desktop Services
> > Scholastic Inc.
> > 557 Broadway
> > NY, NY 10012
> > (212) 343-6494
> > *http://www.Scholastic.com* <http://www.scholastic.com/>
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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Re: Allowing Unknown Users to Submit Request

[Rick Cook]

Well, one way would be to use a randomly generated (or sequentially) list of
"users" that would be allocated as a one-time account.  If you're on ITSM 7,
you will HAVE to create a person record for each "user".  You may be able to
proactively generate this person record for each user prior to it's use,
then recycle or retire them when their ticket is closed.
 
I don't know whether this will work - I just thought it up.  You can try it
if you like.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops
Sent: Thursday, January 10, 2008 6:20 PM
To: arslist@ARSLIST.ORG
Subject: Allowing Unknown Users to Submit Request


** 
Hello Listers,
 
I have a question that I would like some insight on if anyone can provide
some. We would like to have the ability for users who do not have an account
in the Remedy system to submit support request.  We are not using the guest
account due to our security protocol.  The users who need to submit theses
will only submit tickets once to the system.  Is there another way to do
this or the guest account the best way to do this?
 
Thanks
Abdul 
 
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Re: To be, or not to be? ARS Ver. 7.1

[Rick Cook]

Sorry, Brian, but that's not gonna happen.  The gradual migration of
non-coding items from Admin to User is by design, and will enable BMC to
release a different and more powerful Admin tool with the next major version
of AR System.

Rick

On 1/14/08, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>
> I also hate having the server info removed from the Admin console.
> Forcing me to go through the User tool is not helping me at all. BMC if
> you are listening please put it back in the Admin tool where it belongs.
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of David Sanders
> Sent: Monday, January 14, 2008 2:17 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: To be, or not to be? ARS Ver. 7.1
>
> Hi Andy
>
> My own opinion is that 7.1 is a good release and so far I have had no
> problems in production.  Running on Windows/MS SQL.
>
> The main advantages are the built-in password management and password
> change functionality, multi-threaded escalation queue and filter error
> handling.
>
> The most annoying downside is the removal of the Server Information from
> the Admin Tool, being replaced by the admin application in the User
> Tool.  I am constantly having to open a 2nd User tool just to turn logs
> on and off.
>
> I do not use ITSM7 so cannot comment on any of the processes that it
> uses and their stability, just on the base ARS platform.
>
> HTH
>
> David Sanders
> Remedy Solution Architect
> Enterprise Service Suite @ Work
> ==
> ARS List Award Winner 2005
> Best 3rd party Remedy Application
>
> See the ESS Concepts Guide
>
> tel +44 1494 468980
> mobile +44 7710 377761
> email [EMAIL PROTECTED]
>
> web http://www.westoverconsulting.co.uk
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
> Sent: Monday, January 14, 2008 4:09 PM
> To: arslist@ARSLIST.ORG
> Subject: To be, or not to be? ARS Ver. 7.1
>
> We are currently running ARS 7.0.01 and I wanted to get some opinions on
> 7.1. We are considering upgrading, but I wanted to see what the
> communities thoughts were on the state of the release.
>
> Just looking for people's personal opinions on whether they would
> upgrade at this time, or if there are problems that would warrant
> waiting a while.
>
> Thanks in advance for any feedback.
>
> Andy L. Mayfield
> Sr. System Operation Specialist
> Alabama Power Company
> Office: 205-226-1805
> Cell: 205-288-9140
> SoLinc: 10*19140
>

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Re: Case Sensitivity in Run If Qualification

[Rick Cook]

Case sensitivity is determined at the DB level. If your DB is
case-sensitive, you are correct in your assumption:  App Director ID != App
director Id.
 
Rick 
  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sokol, Brian
Sent: Tuesday, January 15, 2008 6:29 AM
To: arslist@ARSLIST.ORG
Subject: Case Sensitivity in Run If Qualification


** 

I have an AL qualification of $USER$ = 'App Director ID'. If the case does
not match should the AL fire? I didn't think the case mattered but it will
not fire if there is a case difference.

Brian Sokol 
Manager, Desktop Services 
Scholastic Inc. 
557 Broadway 
NY, NY 10012 
(212) 343-6494 
  http://www.Scholastic.com 

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Re: Case Sensitivity in Run If Qualification

[Rick Cook]

Doug, in the last sentence in your third paragraph, did you mean to say that

"*These **qualifications are always done in a case insensitive manner*."?
Otherwise, your statement seems self-contradictory, as have one or two
others on this thread.

Or do I need to start thinking about starting my caffeine drip a bit earlier
in the morning?

Rick

On 1/15/08, Mueller, Doug <[EMAIL PROTECTED]> wrote:
>
> ** Everyone,
>
> Just to make sure that things don't get confusing and that there is a
> definitive answer (well assuming that
> I actually understand what is going on and definitive until the next
> person comes up with examples that
> prove that I have no idea what I am talking about.)
>
>
> The case-sensitivity setting currently has a limitation (some would say
> bug, but I have been told that the
> word I should be using is limiation) that it applies only to searches in
> the DB.  And, yes, some databases
> support this and they support it to different levels.  That is a different
> discussion.
>
> However, the case-sensitivity setting is NOT looked at for tests that are
> done internally to the system.  The
> qualifications that are done internally are the Run If qualifications of
> active links and filters.  These
> qualifications are always done in a case sensitive manner.
>
> There is an enhancement request in the system to have the Run If
> qualifications obey the
> case-sensitivity setting. This would be independent of database of course
> because it is inside the system.
> I do not think that it made the 7.1 release (it didn't make the 7.0release, 
> the
> 6.3 release, the 6.0 release,
> the 5.1.2 release,   either)
>
> There is no specific release that this is planned for.  It is on the list
> of things that are desired.  Customer
> input does help move things up on the list.
>
>
> I hope this helps to clarify this topic,
>
> Doug Mueller
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Sokol, Brian
> *Sent:* Tuesday, January 15, 2008 6:29 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Case Sensitivity in Run If Qualification
>
>
> **
>
> I have an AL qualification of $USER$ = 'App Director ID'. If the case does
> not match should the AL fire? I didn't think the case mattered but it will
> not fire if there is a case difference.
>
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> *http://www.Scholastic.com* 
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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> html___
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CMDB Performance Tuning presentation

[Rick Cook]

The last day of BUW/RUG, there was a GREAT CMDB performance tuning
presentation.  Unfortunately, there was too much info to be able to write it
all down, and the PPT doesn't appear to be available on either the BUW, BDC
or Documentation sites.

Does anyone know where (or if) this might be available?

Rick

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Re: FW: Server Configuration Recommendations

[Rick Cook]

Isn't the page file the system swap file?  I think it displays it's size,
but doesn't actually use it, until the available RAM has been all used up.

Rick

On 1/15/08, Axton <[EMAIL PROTECTED]> wrote:
>
> ** Funny thing about Windows, why does it even use the page file when
> physical memory is available.  Solaris and BSD do not do this.  The only
> time the page file is used on these OS's is when physical memory is
> exhausted.  Looking at my desktop right now:
>
> Total Physical: 2086928k
> Physical Available: 730544k
> Page File: 1189008k
>
> Axton Grams
>
> On Jan 15, 2008 2:11 PM, Kaiser Norm E CIV USAF 96 CS/SCCE <[EMAIL PROTECTED]>
> wrote:
>
> > There are tools for this, but you can use task manager (in Windows) to
> > do this:
> >
> >
> >
> > Here's an excerpt from an article:
> >
> >
> >
> > Tip One - OK...I want to pump some life into my old computer.  How much
> > RAM should I buy?
> >
> > In a recent installment of TOTW, I imparted a few ideas on how to
> > breathe new life into aging computers.  My number one recommendation was
> > to buy more RAM.  I also wrote that to figure out what kind of RAM you
> > needed for your particular computer, you should pull one of the RAM
> > sticks off the motherboard and read the specs off of it.  But what I
> > left open was the matter of how much RAM to buy.  In that installment of
> > TOTW, I wrote that you should probably just double up on whatever amount
> >
> > you currently have.  In this installment, I share a better, more precise
> > method of determining just how much memory you need.  Here's what you
> > do:
> >
> > *   First, turn your computer on and leave it on for two or three
> > days.  Use it during that time the way you normally would--surf the Net,
> > read e-mail, play your games, do your work (EPRs, PowerPoint
> > presentations), etc.  If you do any type of graphics work, like
> > manipulating pictures from a digital camera, be sure to do some of that,
> >
> > too.  And if you commonly open multiple programs at once (like I do) be
> > sure to do that, too.
> > *   After the two or three day observation period, click CTL+ALT+DEL
> > and click the TASK MANAGER button.  That opens the Task Manager
> > application.  Now click on the PERFORMANCE tab, which looks like this:
> >
> >
> >
> >
> >
> > *   Now notice the items I have circled in the image above.  The
> > item circled in blue is the total amount of RAM I have installed in my
> > computer.  The item circled in red is the highest amount of RAM my
> > computer has needed to function properly since I first turned it on this
> > morning.  Notice that the number circled in red is higher than the
> > number circled in blue.  That's a bad thing.  Now you might be
> > wondering, "How did Norm's computer use more RAM than it actually has?"
> > The answer lies in something called virtual memory.  Virtual memory is
> > simulated RAM.  It's a trick your computer uses to fool itself into
> > thinking it has more RAM than it actually does.  How it does this is by
> > using some of your hard drive as RAM.  Sounds great, and it's a clever
> > trick, but the problem is, compared to real RAM, your hard drive is
> > slow.  I mean, sloow.  We're talking F-22 vs. bicycle here.  So
> > every time my computer needs to use more RAM than it actually has, it
> > kicks in the virtual memory trick.  The problem is, my computer slows
> > way down when it does that because using the hard drive as RAM is a slow
> > process.
> > *   Compare the two numbers on your computer.  Do the same thing I
> > did.  To read these number in megabytes (MB) instead of kilobytes (KB),
> > just divide the numbers by 1000.  So my total memory is 259MB and my
> > peak usage was 343MB.
> > *   If your PEAK number is higher than your TOTAL number, go buy
> > more RAM.  Buy at least the amount shown as PEAK.  When you do buy RAM,
> > I recommend that you buy the largest stick you can afford, and buy one
> > stick instead of two.  That way you'll keep an empty slot available for
> > any future upgrade.
> >
> > ___
> >
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> >
> >
>
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Re: Question: Overview Console - ITSM 7 - Missing Incidents

[Rick Cook]

I've seen that if they don't get processed from the Interface_Create form,
but that's all.

Rick

On 1/16/08, T. Dee <[EMAIL PROTECTED]> wrote:
>
> Has anyone encountered the Overview Console not showing their Incidents?
>
> I see all the Changes and Tasks, but not Incidents.
>
> In Application Preferences I have "Overview Console" show Incidents
> and Tasks set to YES.
>
> Thanks!!!
>
>
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Re: Question: Overview Console - ITSM 7 - Missing Incidents

[Rick Cook]

This might be one of the issues that was introduced in patch 4 - there were
several.  If you're still pre-patch 4, you may not be seeing this.

Rick

On 1/17/08, Howard Richter <[EMAIL PROTECTED]> wrote:
>
> ** There was an issue with this when we installed 7.0.0 patch and and we
> received a hot fix from BMC. When we tried to install patch 5 of the server,
> one of support engineers told me he thought the issue (of missing Incidents,
> might been back in patch 4 of ITSM, but was addressed in patch 5.
>
> So look at the readme for the newest ITSM patch.
>
> Howard
>
>
> On Jan 16, 2008 3:23 PM, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
>
> > ** We are having problems seeing the tickets in the Overview console as
> > well.
> > Various tickets seem to be missing.  We are trying to investigate this
> > and see if there is something wrong with the plug in that will generate the
> > data for this table or if there is some bug submitted about this.
> >
> > ITSM 7.02 patch 005
> > User client 7.01 patch 002
> >
> > Thanks
> > Peter Lammey
> > ESPN MIT Technical Services & Applications Management
> > 860-766-4761
> >
> >
> >  --
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> > *Sent:* Wednesday, January 16, 2008 3:19 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* Re: Question: Overview Console - ITSM 7 - Missing Incidents
> >
> >
> >   ** I've seen that if they don't get processed from the
> > Interface_Create form, but that's all.
> >
> > Rick
> >
> > On 1/16/08, T. Dee <[EMAIL PROTECTED]> wrote:
> > >
> > > Has anyone encountered the Overview Console not showing their
> > > Incidents?
> > >
> > > I see all the Changes and Tasks, but not Incidents.
> > >
> > > In Application Preferences I have "Overview Console" show Incidents
> > > and Tasks set to YES.
> > >
> > > Thanks!!!
> > >
> > >
> > > ___
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>
>
>
> --
> Howard Richter
> ITIL Foundation Certified
> Red Hat Certified Technician
> CompTIA Linux+ Certified
> [EMAIL PROTECTED]
> Resume = http://hotjobs.yahoo.com/resumes/hrichter_1/resumeofhoward__Platinum 
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Re: Field names

[Rick Cook]

Other than the fact that 'z...' means a Display-only temporary field, I
don't know, though it appears that there is some intelligence applied to the
naming conventions.  At a basic level, the 'z' prefix is intended to convey
the temp status as well as cause the fields to sort at the bottom of the
field list, after the regular fields.

Rick

On 1/18/08, Rudolf Schwarzkopf <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello,
>
> I'm working with IM 7.0.02 Patch 4.
> Frequently I'm facing fields named something like "zCol_StdGoalSchedCost",
> "zTmpSchemaProperName" or even "z1D_Char02".
>
> Somebody knows if there is a pattern BMC uses on naming these objects?
> What does z1D, z2PH, z3D... means?
>
> Thank you
>
> Rudolf
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Re: R: Terrible performance - 6 concurrent users

[Rick Cook]

I have heard others say that using a RAID 5 array for your DB provides a
substantially diminished performance environment.  You should use RAID 0 or
0+1.  There is an increased risk to redundancy, but the performance is far
better.

Rick

On 1/22/08, gcorgnati <[EMAIL PROTECTED]> wrote:
>
> **
>
> Exactly same release, same situation !!. We have a server with 24 GB of
> memory an 16 CPU !!, but still we support only 50 User !!. We are going to
> investigate….
>
> Giancarlo Corgnati
>
> Devoteam Italy
>
>
>  --
>
> *Da:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *Per conto di *Harry Pugh
> *Inviato:* martedì 22 gennaio 2008 17.42
> *A:* arslist@ARSLIST.ORG
> *Oggetto:* Terrible performance - 6 concurrent users
>
>
>
> Hi,
>
>
>
> I'm running into some pretty bad performance problems with what should be
> a pretty simple setup for Remedy and ITSM 7. Our help desk users are
> experiencing delays of up to 30 seconds just when pulling up the dropdowns
> for the Operational Categorizations. They're experiencing delays from 45
> seconds to a minute just to pull open an Incident form. Saving an incident
> takes up to 20 seconds. We only have 6 concurrent users out of a user base
> of 22.
>
>
>
> We're running ARServer 7.1 and ITSM 7.0.02 patch 6 on one server with
> 2xDual Core 2.66GHz Xeon processors, 3.5 GB RAM. The DB is running on SQL
> Server 2000 on a separate box with a lot of RAM and RAID 5 storage.
>
>
>
> The avg. cpu % on the ARServer is very low  (< 3%) and ARServer.exe is
> taking up 673 MB of RAM, aremailid.exe is taking up close to 40MB of RAM,
> and arplugin.exe is taking close to 28MB of RAM.
>
>
>
> I turned on SQL and API logging and used the LogAnalyzer tool to run
> through the SQL logs. I'm showing one query that one of my users executed
> that took 26.358 seconds to complete – when I copy and paste the SQL
> Command into SQL Server Management studio it executes and returns the result
> immediately. There are also some queries run by the Remedy Application
> Service that claim to take 300 seconds to execute – again it returns
> immediately when I run the query on my own. So something must be blocking
> these queries, but what? As far as Incident is concerned, we're running a
> pretty out of the box setup for ITSM 7.
>
>
>
> The API log analysis looks pretty bad as well, I saw a lot of long running
> commands:
>
> ·   20.85 seconds (executed by a user): +SE ARSetEntry – schema
> HPD:Help Desk entryId INCxyz from Remedy User (protocol 13) at IP address
> a.b.c.d
>
> ·   300.45 seconds (executed by Remedy App Service): +GLEWF
> ARGetListEntryWithFields – schema
> BMC.CORE.CONFIG:BMC_CIToConfigBaseRelationship from Unidentified Client
> (protocol 12) at IP address
>
> ·   51.466 seconds (executed by a user): +SE ARSetEntry – schema
> HPD:Help Desk entryID ………
>
>
>
>
>
> As for our server queues, I'm using the following:
>
> ·   Alert Min 1 Max 5
>
> ·   Escalation Min 1 Max 20
>
> ·   Fast Min 5 Max 20
>
> ·Min 2 Max 15
>
> ·   List Min 15 Max 25
>
>
>
>
>
> Any ideas for how to troubleshoot this are greatly appreciated!!
>
>
>
> Thanks!
>
>
>
> [image: American Systems Logo]
>
> *Mike Pugh*
>
> *Software Engineer*
>
>
> 13990 Parkeast Circle
> Chantilly, VA 20151
> www.AmericanSystems.com 
>
> phone: (703) 968-5265
> mobile: (203) 434-5082
> [EMAIL PROTECTED]
>
> *
> "Contractor of the Year - 5th Annual Greater Washington Government
> Contractor Awards"*
>
> LEGAL DISCLAIMER: The information in this email is confidential and may be
> legally privileged. It is intended solely for the addressee. Access to this
> email by anyone else is unauthorized. If you are not the intended recipient,
> any disclosure, copying, distribution or any action taken or omitted to be
> taken in reliance on it, is prohibited and may be unlawful.
>
>
>
>
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> html___
>
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> Checked by AVG Free Edition.
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>
>
> No virus found in this outgoing message.
> Checked by AVG Free Edition.
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>
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Re: Worflow to do a Spellcheck via the Web?

[Rick Cook]

There is a third-party tool from Alcoda software that does that.  Just
Google it.

Rick

On 1/23/08, Garrison, Sean (Norcross) <[EMAIL PROTECTED]> wrote:
>
> **
>
> Does anyone know of a way to do spell checking in Remedy Mid-Tier?
>
>
>
>
>
> Sean
>
>
>
>
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Updating Change and Task Templates

[Rick Cook]

If a Change Template or Task Group Template is selected for an Incident or
Change, and the tasks within that template are modified or removed while
that Incident or Change is still active, what happens to the tasks currently
attached to the Change/Incident?  Are they allowed to continue under the
rules in place when the Task was initially attached to the Incident/Change,
or are those rules updated when the Template is updated?

Could we end up with tasks that are frozen - which cannot be properly
completed or cancelled, due to the change in the Template in which that Task
resides?  Could we end up with orphaned Tasks, which would cause there to be
Incidents and Change Requests that cannot be completed?

Rick

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Re: Where's Lenny?

[Rick Cook]

BMC didn't have a lot of say in it - I heard that Lenny wanted to spend more
time doing other things.  It will be up to him to tell you what those things
are.

Rick

On 1/24/08, Mahan, Janet L [EQ] <[EMAIL PROTECTED]> wrote:
>
> ** OMG  Why would BMC let Lenny leave?  What will we do for
> training?
>
>
> Janet Mahan
> Network Systems Administrator II
> EMBARQ
>
> Voice: 941-766-6199  |  Wireless: 321-356-0128  |  Fax: 941-766-6199
> Email: [EMAIL PROTECTED]
>
> Voice | Data | Internet | Wireless | Entertainment
>
> This e-mail is the property of EMBARQ and may contain confidential and
> privileged material for the sole use of the intended recipient(s). Any
> review, use, distribution or disclosure by others is strictly prohibited. If
> you are not the intended recipient (or authorized to receive for the
> recipient), please contact the sender and delete all copies of the message.
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Robert Molenda
> *Sent:* Thursday, January 24, 2008 12:40 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Where's Lenny?
>
>
>  ** Last information I have is:
>
> Company Name:  RMI Solutions, LLC
> Location:  Marriottsville, Maryland
> EMAIL: [EMAIL PROTECTED]
> PHONE: 443-812-9891
>
> HTH
>
>
> On Jan 24, 2008 9:21 AM, strauss <[EMAIL PROTECTED]> wrote:
>
> > Has anyone been in contact with Lenny Warren since he left BMC?  Is he
> > lurking on the list?
> >
> > Just wondering since he had promised us the notes to his slides from a
> > UserWorld tutorial session, and I find that I still do not have them
> > (when I need them).
> >
> > Christopher Strauss, Ph.D.
> > Call Tracking Administration Manager
> > University of North Texas Computing & IT Center
> > http://itsm.unt.edu/
> >
> >
> > ___
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> >
>
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Re: Known Bugs in ITSM 7.0.02/3 Patch 006

[Rick Cook]

Well, I can't say that it's ALL Greek to me, but either UNT has a foreign
campus in Athens (Greece, not Georgia), their means of encrypting sensitive
data could use modernization, or Chris had time to learn how to translate
Remedy into Greek.  ;->

The English part of it was pretty good info, though.

Rick

On 1/25/08, strauss <[EMAIL PROTECTED]> wrote:
>
> **
>
> I am in the final stages of building a clean production server, and
> besides migrating my customizations I want to apply any known fixes /
> workarounds to bugs that have persisted beyond Patch 006.  Has anyone
> built a list of these bugs and workarounds, especially those provided to
> you by BMC Support when they have logged a defect?  The only ones I know
> of and have applied so far are:
>
>  Corrected Forms
>
>
>
> CTM:CFG-ApplicationPreferences
>
> ·Remove missing menu INT:FNDSRM:WorkOrderRoleLabel-Q from
> attributes of field Work Order Role (302886800) in the *Dialog Console *and
> the *Default User View *or* Dialog View* views.
>
>
>
>  I _think_ this only shows up when you open the form directly in the User
> Tool as an admin to change the System Default record values or browse the
> existing records, but it is still wrong - the referenced menu does not exist
> on the server.
> Corrected Active Links
>
>
>
> COM:Company display problem for People tab in UNT Customers company(People 
> tab tries to display 140,000 records when the primary customer
> company is selected).
>
> ISS03157877 Solution from BMC Support:
>
> ·Disable Active Link FND:CPY:DynamicTableSetFoundation005
>
> o   AL sets 6 search keywords for all table fields so People tab
> searches all records
>
> ·Create * FND:CPY:DynamicTableSetFoundation005 with Run If:
> statement
>
> o   AL sets 6 search keywords for all table fields if 'Company' !=
> "UNT Customers"
>
> ·Create +FND:CPY:DynamicTableSetFoundation005 with Run If:
> statement
>
> o   AL sets 5 search keywords for all table fields EXCEPT PEOPLE if
> the 'Company' = "UNT Customers"
>
>
>
> Alternative solutions are to put a static qualification on the People
> table field, or change the Max Rows.  It is already set for data chunking
> but isn't able to use it.
>
>
>
> Searching Incidents by Assigned Group differs between Selection from menu
> and pasting into field or advanced qualification.
>
> ISS03209657 Solution from BMC Support - defect #SW00282903..
>
> ·Disable Active Link HPD:INC:ASGGRP_010_ClearSetFlds
>
> ·Create *HPD:INC:ASGGRP_010_ClearSetFlds with second Set Fields
> action removed.
>
>
>
> If anyone knows of any others, please send me the details of the
> workaround.  My primary focus is Service Desk 7.0.02.006, but I also have
> Change Management 7.0.02.006, Service Level Management 7.1, and Remedy
> Knowledge Management 7.2 installed.
>
>
>
> Christopher Strauss, Ph.D.
>
> Call Tracking Administration Manager
>
> University of North Texas Computing & IT Center
>
> http://itsm.unt.edu/
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Re: Lots of Attachments

[Rick Cook]

You should investigate creating a separate form in which to store
attachments, rather than have a bunch of attachment fields on your main
form.  It's far less of a performance impact and more scalable.

Rick

On 1/25/08, Gayford, Matthew C. <[EMAIL PROTECTED]> wrote:
>
> **
>
> Hello List,
>
>
>
> I'm building a form on ARS and one of the requirements from the client is
> an attachment pool. They want to have the ability to add up to 50
> attachments. However, not every entry will actually use this many
> attachments. In fact, most of the requests they enter in this form will not
> use any of these attachment areas.
>
>
>
> Anyone have any suggestions for a work around? Or, just any thoughts about
> the impact of having that many empty attachment areas out there?
>
>
>
> Regards,
>
>
>
> -Matt
>
>
>
> *M*atthew *C*. *G*ayford
> *T*echnology *R*esearch & *D*evelopment
> *I*nformation *T*echnology *S*ystems *D*ivision
> *U*niversity of *N*orth *C*arolina *W*ilmington
> (910) 962-7177
>
>
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Re: Group Form, Floating Licenses Field

[Rick Cook]

I disagree with Sean - I think the 10 are reserved, but not in the same way
that a fixed license is.  If there are only 5 people in the reserved group
who are using their licenses, the other 5 are open for use by anyone - until
someone within the reserved group needs it, in which case one of the
interlopers gets his/her license converted to a Read license so that the
user in the reserved group can use the write license guaranteed to that
group.

I don't have access to my docs to verify that, but it's the way it was last
explained to me.  Does someone have the definitive word on this?

Rick

On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote:
>
> I think we agree, or at least I agree with what you say.  Maybe I just
> didn't state things well...
>
> David D.
> Univ. of Georgia
>
>
> > I don't think that is correct.  My understanding is this:
>
> > If you have 50 floating licenses and you say that Group A gets 10 then
> > that means that Group A will always have 10 floating licenses no matter
> > what.  Think of a situation where your company has a 24x7 operations
> > center.  What this is for is to guarantee that your operations center
> > always has 10 users that could log in and always have a license.  This
> > also means that the 41st user to log in who is not a member of Group A
> > will get a license denial ...
>
> > Sean
>
>
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> > Sent: Thursday, January 24, 2008 2:38 PM
> > To: [EMAIL PROTECTED]
> > Subject: Re: Group Form, Floating Licenses Field
>
> > Shawn,
>
> > On 6.0 (assume same as 6.3), my understanding:
>
> > Like L.J. said, if no one from Group A is logged in, the 10 are simply
> > unusable by anyone.
>
> > If you want to disallow Group A from using MORE than 10, you'll need to
> > assign the others licenses to another group/groups.
>
> > I don't know what happens when person is in 2 different groups that have
> > reserved licesnes - maybe the docs address that.
>
> --
> David Durling 706-542-0223
> Enterprise IT Services [EMAIL PROTECTED]
> University of Georgia
>
>
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Re: ITSM 7.02 Notifications Built In

[Rick Cook]

Peter, what if you changed the Notification Event Type in the
NTE:CFG-Notification
Events form from System Default to User - would that enable the users'
ability to opt out of individual notifications (on the People form)?

Just match up the Notification Event fields in that form to the one in the
SYS:Notification Events form.

Rick
On 1/25/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
>
> **
>
> We just rolled out Remedy ARSystem 7.01 and ITSM 7.02 to our user
> community early last week.
> Following the release we had a number of production issues and bugs to
> work out but among these there were quite a few concerns and complaints from
> users that indicated that now they receive way too many emails for Change
> tickets and Incident tickets from the system.
>
> A decision was made to go live with ITSM 7.02 with the out of box
> notifications all for the most part to stay as is but now people saw that it
> is an overkill.
>
> I can see that you can reduce this by turning off these notification
> scenarios and setup in CFG:NTE-Notification Events but looking through each
> event for each application it is difficult to know when these fire, where
> they are sent to (based on the various roles for Incident and Change), and
> what content is included with each notification event based on which
> Notification Message Tag it is linked to (in SYS:Notification Messages).
>
> Does anyone know of a whitepaper or some helpful guide on understanding
> this so that administrators can communicate to their users knowledgebly on
> the effort and impact for changing this?
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
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Re: Impact of changing the Urgency, Impact and Priority Fields

[Rick Cook]

If you look at the SYS:Menu Items form (for those of you with ITSM 7), you
can get an idea of what a data-driven solution for those fields would be
like.

Rick

On 1/25/08, patrick zandi <[EMAIL PROTECTED]> wrote:
>
> ** FYI,
> This might have a significant affect on your next upgrade!
> Unless you are planning on living there.
> -- now There might be a way, but I have not found it yet.
>
>  On 1/25/08, T. Dee <[EMAIL PROTECTED]> wrote:
> >
> > Viswanathan - I would recommend against this.  I have a client that
> > wants the same thing, but it touches far to much workflow.  The reward
> > vs. effort in my opinion is not worth it.
> >
> >
> >
> > On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
> > > **
> > >
> > >
> > > HI ALL,
> > >
> > >
> > >
> > > In ITSM 7.0,
> > >
> > >
> > >
> > > One of the Customer Request is to change the values (Like low, medium,
> > high,
> > > critical to something like low, minor, major, severe) for the Impact,
> > > Urgency and Priority fields in Incident & Problem forms.
> > >
> > >
> > >
> > > I am thinking like this will impact more workflow with in the Helpdesk
> > form
> > > and also modules like SLA and Reports.
> > >
> > >
> > >
> > > Does anybody experience\worked on similar customization?
> > >
> > >
> > >
> > > I like to get some information like
> > >
> > >
> > >
> > > 1) Does this change can be done with minimal impact and minimal
> > > customization (say Less than 100 Man HRS) to the product?
> > >
> > > 2) A Rough idea of what are the forms, Workflow and the modules that
> > will
> > > get impact?
> > >
> > >
> > >
> > > As of my knowledge following functional areas will be impacted (to
> > name
> > > some):
> > >
> > > 1)   Prioritization form
> > >
> > > 2)   Incident Priority Weight Ranges
> > >
> > > 3)   SLAs
> > >
> > > 4)   Reports
> > >
> > >
> > >
> > > Do you think I am missing some more functionality that will get
> > impacted?
> > >
> > >
> > >
> > >
> > >
> > > Thanks,
> > >
> > > VB
> > >
> > >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > Are"
> > > html___
> >
> >
> > ___
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>
>
>
> --
> Patrick Zandi
>
> Dev Technology Group -->  www.devtechnology.com
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Re: Group Form, Floating Licenses Field

[Rick Cook]

Thanks for the correction, LJ.

Rick

On 1/25/08, LJ Longwing <[EMAIL PROTECTED]> wrote:
>
> **
>
> 7.1 Configuring Guide - Page 86
>
> A license pool consists of a number of floating licenses reserved for a
> group, subject to the number of floating licenses available in the
> database. When a member of a group logs in, a license from the license
> pool for that group is granted. When the user has finished with the
> license, it is released back into the pool. If there are no licenses
> available in the pool, a check is made to see if the user is a member of
> any other group that has a license pool. If there are no licenses available in
> any pool the user is a member of, a check is made for floating licenses not 
> associated
> with any pool. A user is never granted a floating license from a pool of which
> he is not a member. License pools allow you to give priority to a group
> that needs licenses more urgently. The group with the smallest group ID
> has the highest priority. When a non-reserved floating license becomes
> available, it is granted to the next user who needs it, regardless of the
> priority of that user's access to the system. You specify the number of
> licenses reserved for a group in the Group form in BMC Remedy User. For
> more information about User groups, see the *Form and Application Objects
> *guide and "Adding and modifying user information" that follows.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, January 25, 2008 8:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Group Form, Floating Licenses Field
>
>
> ** I disagree with Sean - I think the 10 are reserved, but not in the same
> way that a fixed license is.  If there are only 5 people in the reserved
> group who are using their licenses, the other 5 are open for use by anyone -
> until someone within the reserved group needs it, in which case one of the
> interlopers gets his/her license converted to a Read license so that the
> user in the reserved group can use the write license guaranteed to that
> group.
>
> I don't have access to my docs to verify that, but it's the way it was
> last explained to me.  Does someone have the definitive word on this?
>
> Rick
>
> On 1/25/08, David Durling <[EMAIL PROTECTED]> wrote:
> >
> > I think we agree, or at least I agree with what you say.  Maybe I just
> > didn't state things well...
> >
> > David D.
> > Univ. of Georgia
> >
> >
> > > I don't think that is correct.  My understanding is this:
> >
> > > If you have 50 floating licenses and you say that Group A gets 10 then
> > > that means that Group A will always have 10 floating licenses no
> > matter
> > > what.  Think of a situation where your company has a 24x7 operations
> > > center.  What this is for is to guarantee that your operations center
> > > always has 10 users that could log in and always have a license.  This
> >
> > > also means that the 41st user to log in who is not a member of Group A
> > > will get a license denial ...
> >
> > > Sean
> >
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of David Durling
> > > Sent: Thursday, January 24, 2008 2:38 PM
> > > To: [EMAIL PROTECTED]
> > > Subject: Re: Group Form, Floating Licenses Field
> >
> > > Shawn,
> >
> > > On 6.0 (assume same as 6.3), my understanding:
> >
> > > Like L.J. said, if no one from Group A is logged in, the 10 are simply
> >
> > > unusable by anyone.
> >
> > > If you want to disallow Group A from using MORE than 10, you'll need
> > to
> > > assign the others licenses to another group/groups.
> >
> > > I don't know what happens when person is in 2 different groups that
> > have
> > > reserved licesnes - maybe the docs address that.
> >
> > --
> > David Durling 706-542-0223
> > Enterprise IT Services [EMAIL PROTECTED]
> > University of Georgia
> >
> >
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> >
>
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Re: Impact of changing the Urgency, Impact and Priority Fields

[Rick Cook]

No, it isn't completely done that way in ITSM - there are still some
selection fields (like Impact, Urgency, etc.) in forms.  I'm not saying that
it should or should not be one way or the other, but there's enough there to
use as a model.

Rick


On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED]> wrote:
>
> **
>
> Rick,
>
> That is a very good point. TNX.
>
> But the Data-Driven Solution is not completely in place right?
>
> Impact, Urgency and Priority in Helpdesk form are selection field, where
> we can change the values through admin only.
>
> Any idea where these data (in SYS:Menu Items) for the Impact, Urgency and
> Priority are used ?
>
> Thanks,
>
> VB
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, January 25, 2008 12:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Impact of changing the Urgency, Impact and Priority Fields
>
>
>
> **
>
> If you look at the SYS:Menu Items form (for those of you with ITSM 7), you
> can get an idea of what a data-driven solution for those fields would be
> like.
>
>
>
> Rick
>
>
> On 1/25/08, *patrick zandi* <[EMAIL PROTECTED]> wrote:
>
> **
>
> FYI,
>
> This might have a significant affect on your next upgrade!
>
> Unless you are planning on living there.
> -- now There might be a way, but I have not found it yet.
>
>
> On 1/25/08, *T. Dee* <[EMAIL PROTECTED]> wrote:
>
> Viswanathan - I would recommend against this.  I have a client that
> wants the same thing, but it touches far to much workflow.  The reward
> vs. effort in my opinion is not worth it.
>
>
>
> On 1/25/08, Viswanathan Balakumar <[EMAIL PROTECTED] > wrote:
> > **
> >
> >
> > HI ALL,
> >
> >
> >
> > In ITSM 7.0,
> >
> >
> >
> > One of the Customer Request is to change the values (Like low, medium,
> high,
> > critical to something like low, minor, major, severe) for the Impact,
> > Urgency and Priority fields in Incident & Problem forms.
> >
> >
> >
> > I am thinking like this will impact more workflow with in the Helpdesk
> form
> > and also modules like SLA and Reports.
> >
> >
> >
> > Does anybody experience\worked on similar customization?
> >
> >
> >
> > I like to get some information like
> >
> >
> >
> > 1) Does this change can be done with minimal impact and minimal
> > customization (say Less than 100 Man HRS) to the product?
> >
> > 2) A Rough idea of what are the forms, Workflow and the modules that
> will
> > get impact?
> >
> >
> >
> > As of my knowledge following functional areas will be impacted (to name
> > some):
> >
> > 1)   Prioritization form
> >
> > 2)   Incident Priority Weight Ranges
> >
> > 3)   SLAs
> >
> > 4)   Reports
> >
> >
> >
> > Do you think I am missing some more functionality that will get
> impacted?
> >
> >
> >
> >
> >
> > Thanks,
> >
> > VB
> >
> >  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
> ___
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>
>
>
>
> --
> Patrick Zandi
>
> Dev Technology Group -->   www.devtechnology.com
> Exceeding your Expectations ! __Platinum Sponsor: www.rmsportal.comARSlist: 
> "Where the Answers Are" html___
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>
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Re: Slow saving Active Links after ITSM app install

[Rick Cook]

I could be wrong, but as I understand the problem, the large (10k-30k)
number of Active Links in the various ITSM products exceeds the ability for
the Admin tool and the metatables to process those as quickly as it could
for the exponentially smaller sets for which the structures were designed.
I was actually wondering this morning why Active Links are slow to open in
Admin, but Filters and Menus are not.

Yet another reason we need to move off the Admin tool to the new Eclipse
one.

Rick

On 1/30/08, Marino, Melanie A <[EMAIL PROTECTED]> wrote:
>
> ** All,
>
> After we installed ITSM 7.0 it is extremely slow displaying or saving
> Active Links.  We have logged a ticket with Remedy and thier only answer is
> this will be fixed when they upgrade the Admin tool.
>
> Has anyone else experienced this? What is your workaround -if any?
>
> Thanks,
> Melanie Marino
> KPMG LLP
> [EMAIL PROTECTED]
>
> ***
>
> The information in this email is confidential and may be legally privileged.
> It is intended solely for the addressee. Access to this email by anyone else 
> is
> unauthorized. If you are not the intended recipient, any disclosure, copying,
> distribution or any action taken or omitted to be taken in reliance on it, is
> prohibited and may be unlawful. When addressed to our clients any opinions or
> advice contained in this email are subject to the terms and conditions
> expressed in the governing KPMG client engagement letter.
>
> ***
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___
>
>

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Re: Strange behavior - ITSM Applications suddenly unlicensed and getting errors left and right

[Rick Cook]

Yeah, it sometimes happens on machines with dual NICs, where one was not
designated as the primary.  If the machine gets bounced for some reason, it
can be inadvertantly switched, and poof - your licenses are no good against
that NIC.

Good catch, Jeff.

Rick

On 1/31/08, Harry Pugh <[EMAIL PROTECTED]> wrote:
>
> **
>
> Jeff,
>
>
>
> Thanks – that sounds like it's worth investigating.
>
>
>
>   [image: American Systems Logo]  Mike Pugh
> Software Engineer
>
> 13990 Parkeast Circle
> Chantilly, VA 20151
> www.AmericanSystems.com  phone: (703)
> 968-5265
> mobile: (203) 434-5082
> [EMAIL PROTECTED]
> "Contractor of the Year - 5th Annual Greater Washington Government
> Contractor Awards"
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Jeff Lockemy
> *Sent:* Thursday, January 31, 2008 2:28 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Strange behavior - ITSM Applications suddenly unlicensed
> and getting errors left and right
>
>
>
> **
>
> Hi Harry,
>
>
>
> I saw problems with a server or apps becoming suddenly "unlicensed" in the
> past.  Usually it was because of NIC problems - Remedy could not validate
> the MAC of the NIC against to the license keys.  When I fixed the NIC (or
> disabled a second NIC that was causing confusion) and restarted ARS the
> problem went away.  Some intermittent NIC issues might also explain SQL
> errors if the NIC experienced an issue or interruption during a SQL
> operation (assuming that your database server is on another box).
>
>
>
> Not necessarily your problem, but might be a worth a check…
>
>
>
> Cheers,
> Jeff
>
>
>
>
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Harry Pugh
> *Sent:* Wednesday, January 30, 2008 8:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Strange behavior - ITSM Applications suddenly unlicensed and
> getting errors left and right
>
>
>
> **
>
> Hi,
>
>
>
> To add to the performance problems we've had, I just ran into the
> strangest issue over the past 30 minutes. To the best of my knowledge – no
> changes have been pushed to production since last Friday (our staging
> environment where I do development is completely fine). We're running
> ARServer 7.1 and ITSM 7.0.02 patch 6 on SQL 2000 (on separate DB server).
>
>
>
> I log into Remedy and I go to Incident Management and an error comes up
> that says there is an Invalid Object Container and that Incident Management
> is not licensed (unfortunately I do not have a screenshot of the error
> message). I check the error log file and notice:
>
>
>
> Wed Jan 30 22:41:28 2008  390603 : Entry does not exist in database (ARERR
> 302) *(repeat 5x above)*
>
> Wed Jan 30 22:41:28 2008  390603 : Failure during SQL operation to the
> database : Warning: Fatal error 9001 occurred at Jan 30 2008 10:41PM (SQL
> Server 21) (ARERR 552)
>
>
>
> Earlier at 21:54:06, there are several hundred of those "Entry does not
> exist in database" messages followed by the final Fatal Error message.
>
>
>
> I restart the ARServer service and log back into Remedy – now the Home
> Page Quick Links are all jumbled together, unsorted, and missing the
> application names.
>
>
>
> I'm getting all sorts of active link error messages relating to user
> preferences, server entries, and Incident Management not being licensed.
> Flashboards were also 50/50 whether or not they showed up or displayed an
> ARERROR message.
>
>
>
> I verified our server licenses and our licenses were still in there (for
> ARServer and ITSM). So I go to the Server Info console to turn on logging –
> I turn on logging for SQL, API, and THREAD then I log out and back in – *now
> suddenly everything works fine.*
>
> * *
>
> I then turned logging off and everything still works fine as of right now.
>
>
>
> Has anyone ever run into this? Any idea what might have caused it? Why
> would turning on logging fix it (or is this just coincidence)?
>
>
>
> Thanks!
>
>
>
> [image: American Systems Logo]
>
> *Mike Pugh*
>
> *Software Engineer*
>
>
> 13990 Parkeast Circle
> Chantilly, VA 20151
> www.AmericanSystems.com 
>
> phone: (703) 968-5265
> mobile: (203) 434-5082
> [EMAIL PROTECTED]
>
> *
> "Contractor of the Year - 5th Annual Greater Washington Government
> Contractor Awards"*
>
> LEGAL DISCLAIMER: The information in this email is confidential and may be
> legally privileged. It is intended solely for the addressee. Access to this
> email by anyone else is unauthorized. If you are not the intended recipient,
> any disclosure, copying, distribution or any action taken or omitted to be
> taken in reliance on it, is prohibited and may be unlawful.
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
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Re: Remedy Version 7....

[Rick Cook]

You need to be a bit more clear - are you talking about AR  System v7 or
ITSM v7?  HUGE difference.

Rick
On Feb 1, 2008 5:44 AM, Richard Copits <[EMAIL PROTECTED]>
wrote:

> **
>
> I'm new to the list and would like to ask some questions. Replies
>
> can be sent offlist if you wish….
>
>
>
> We have Remedy 6.x and have been asked to evaluate
>
> version 7. My questions are:
>
>
>
> 1.   How long did it take you to bring up version 7?
>
> 2.   Did you have to go to training to effectively implement it?
>
> 3.   Is administering it day to day a part or full time task?
>
> 4.   What is the most frustrating aspect of version 7
>
> 5.   Did you have to have an external consultant to install and
> configure it
>
> 6.   As a newbie, what would you warn me about when it comes to
> version 7
>
>
>
> Thanks for any answers you may want to share…
>
> Portions of this message may be confidential under an exemption to Ohio's
> public records law or under a legal privilege. If you have received this
> message in error or due to an unauthorized transmission or interception,
> please delete all copies from your system without disclosing, copying, or
> transmitting this message.
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Re: Remedy Version 7....

[Rick Cook]

And if you are still new enough (as we all once were) to struggle with the
difference between the underlying AR System and the applications on which
they are built, I can't emphasize enough getting some training - at least
start with the AR System Administration class, so that you'll know the terms
used and how to find your way around.  Even if you end up using outside
resources to do an ITSM upgrade, you'll be much better equipped to
understand what's going on and to take that system over once the consultants
leave, if you have some AR System training under your belt.

I do wish you very well with this journey.  I began mine abruptly 11 years
ago, and haven't regretted a day of it.

Rick

P.S.  One bit of list protocol that Roger didn't mention:  While we are fine
with answering newbie questions (you won't get flamed), those who take time
out of their day to answer those questions definitely appreciate it if some
effort has been made on the part of the requester to find the information
him/herself first.  In other words, please RTFM.  The Master Index is a good
place to start looking for things - it has links to the proper manual with
the information you're looking for.  The Installation and Concepts guides
are also a good place to start.  We look forward to more questions from you
as you learn more.

Thanks!


On 2/1/08, john rosquist <[EMAIL PROTECTED]> wrote:
>
> **  Richard,
>
> Some comments ...(from a consultant prospective)
>
> ARServer is the "OS". From there, you install applications, just like ms
> office. In the old days, remedy shipped a rough helpdesk apps, but not
> anymore. See the remedy compatibility matrix to understand what applications
> are supported be which version of remedy. There are issues. Try to
> distinguish the Server from the Applications. It helps reduce the confusion
> as to the question and its context.
>
> You are faced with essentially two options: move to ARS server 7.1 with
> your old applications or move to ARS server 7.1 with 7.1 applications.
> Migrating your apps to a 7.1 Server base, is an upgrade that is feasible,
> but at best a stopgap measure (IMO).  Re-engineer your system to 7.1Server 
> and Applications is a major undertaking.  It is incredibly complex
> and not easily modified. You can do this yourself but it will take time and
> expertise.  I strongly recommend you take the Admin 3 and ITSM application
> courses, in either case. Plan on it taking 6 months to a year
> (Conservative). It is hard to really define this well and mileage varies
> with requirements.
>
> Plan on ITSM/Server being a full time job for one or more people.  You may
> get lucky here.
>
> As Roger said, TEST, TEST, and TEST.
>
> John Rosquist
> Windward
>
>
>
>
>
>
>
>
>
>
> - Original Message 
> From: Richard Copits <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Friday, February 1, 2008 9:36:07 AM
> Subject: Re: Remedy Version 7
>
> **
>
> Thank you. Maybe I'm confused…. we currently have ARS 6.03 with ARServer
> 6.03 I believe (I'm new to all
>
> of this…) They are using the help desk application which has been pretty
> extensively customized. We use
>
> the Mid-tier software for web access by users.
>
>
>
> If we install ARserver 7.x, does it come with the help desk set of modules
> – which we'd have to customize
>
> like we did with 6.x or has the help desk feature been "absorbed/bundled"
> into the ITIL Service
>
> Desk application? We're a State Organization and were just presented with
> the "opportunity"
>
> to plan the possible upgrade of the existing Remedy system (server and
> help desk application)
>
> to version 7 so I'm still trying to figure out/sort out what goes with
> what/what runs
>
> on what, etc.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Nall, Roger
> *Sent:* Friday, February 01, 2008 9:25 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Remedy Version 7
>
>
>
> **
>
> Hello Richard,
>
>
>
> First of all welcome to the List. We all hope you will enjoy your
> experience with this group.
>
>
>
> Now that we have the niceties out of the way we can get to your questions.
> I am certain that you will receive many replies to your email. Unfortunately
> because this is your first posting there is some basic information that will
> help everyone in trying to give you a helpful answer.
>
>
>
> When posting a request to the list you should include the following
> information:
>
>- ARS Version
>- Mid-Tier Version (if appropriate)
>- DB and Version
>- OS Version
>- OOB Application Version (if appropriate)
>
>
>
> Now as to your specific questions:
>
> 1. Which version of 7 are you talking about, 7.0, 7.01, or 7.1?
>   2. Training is good but may not be necessary. It depends on
>   your ability to grasp the material from a manual.
>   3. That depends on the size of you system. Personally it is a
>   full time job here at T-Mobile.
>   4. Again tha

Re: OT: Friday Humor

[Rick Cook]

Nice... ;->

On 2/1/08, Shawn Rosenberry <[EMAIL PROTECTED]> wrote:
>
> ** Here is one for all those football fans getting ready for the big event
> on Sunday.  Enjoy!!
>
> Four Quarterbacks go to Heaven
>
> God asks Eli 
> Manningfirst: 
> "What do you believe?"
>
> Manning thinks long and hard, looks God in His awesome eye, and says, "I
> believe in hard work, and in staying true to family and friends. I believe
> in giving. I was lucky, but I always tried to do right by my fans."
>
> God can't help but see the essential goodness of Manning, and offers him a
> seat next to him.
>
> God turns to Philip Rivers  and says,
> "Philip, what do you believe?"
>
> Rivers replies, "I believe there's no such thing as luck, that everything
> is guided by Your hand. I've been judged on the field, and what I've
> achieved is not good fortune but rather my guided path."
>
> God is impressed with the depth of Rivers' response, and offers him a seat
> next to him.
>
> Then God turns to Brett Favre  and
> says, "What do you believe?"
>
> Favre says, "I believe in passion, discipline, courage and honor are the
> fundamentals of life. I, too have been lucky, but win or lose I've always
> tried  to be a true sportsman both on and off the playing fields."
>
> God is greatly moved by Favre's sincere eloquence, and he offers him a
> seat next to him.
>
> Finally, God turns to Tom 
> Brady:
> "And you, Tom, what do you believe?"
>
> Brady replies, "I believe you're in my seat."
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Dropping URLs and ARTasks from Requester notifications

[Rick Cook]

I think that would work, Chris, as would removing the link to the Incident
totally (because Support staff will probably use the Console anyway).

What I have seen done is the insertion of a stock URL for the Support Desk,
combined with the removal of the ARTask/URL.

Rick

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Saturday, February 02, 2008 2:20 PM
To: arslist@ARSLIST.ORG
Subject: Dropping URLs and ARTasks from Requester notifications

Question for those of you who have plumbed the sewer of the ITSM 7
notification engine (and lived to tell the tale):

My customers are brought in to CTM:People from LDAP and authenticate via
AREA, and have a login name so they also have a User record.  The
customer notifications going out look like this and include an ARTask
attachment:
==
http://arsweb7.ars.unt.edu:8080/arsys/servlet/ViewFormServlet?form=NTE%3
aNotifier&server=remedy7.ars.unt.edu&eid=NTS0030
Dear Christopher Strauss,

We are pleased to inform you that your reported Incident has been added
to the Service Desk.  Your assigned Reference Number is INC0010.
This number should be retained for reference purposes.
   
Reference No.: INC0010
Summary: Test of outage system

Please do not hesitate to contact the Service Desk should there be any
further questions or inquiries regarding your Incident.  Please quote
your assigned Reference Number.

Yours sincerely,
   
Service Desk
=

When I questioned BMC about why customers would get URLs to the Incident
(which they cannot properly access anyway unless I give them rights that
they are NOT going to get) they said "as designed," of course.  Looking
at the filters NTE:NTS:Email_200_SystemNT and
NTE:NTS:Email_200_Customer-NT it looks like they designed this to send
out customer notifications (no Incident URL and no ARTask) ONLY if the
customer has no Remedy Login ID; if they have a Login ID, they get
treated like Support Staff!  Without dwelling on the rationale
underlying this "design," is this the actual point where I can "fix" the
problem by subverting the Customer-NT filter to fire on something like
Support Staff = No instead of Remedy Login ID = NULL??  Can it really be
that simple?

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/


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Re: 7.1 Patch 1 installation

[Rick Cook]

Chris, I'm gearing up to do the same upgrade on the same platform.  Let us
know of any gotchas, will ya?  What are you upgrading from?

Rick

On 2/5/08, Elry <[EMAIL PROTECTED]> wrote:
>
> Hey Chris...
>
> The same spot where you got the patch - there are readme download
> files.  These files contain the installation instructions.
>
> I am getting ready to run the patches this week.
>
>
>
> On Feb 5, 2:04 pm, "Moore, Chris" <[EMAIL PROTECTED]> wrote:
> > Hey everyone,
> >
> > I got all the patch files, but didn't see any specific documentation
> > about installing the patch.  Is there any I'm missing?  Has anyone had
> > any trouble with anything?
> >
> > RHEL 5 server
> >
> > Oracle 10g DB
> >
> > Thanks,
> >
> > Chris
> >
> >
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Re: Company Dropping Remedy

[Rick Cook]

Look at it from the perspective of a prospective Remedy customer.  Show them
the AR System, and you're selling a blank screen full of potential, which
they probably don't have the expertise to appreciate or exploit, much less
quantify.  Show them a built application, and they have something tangible
that they can evaluate on the spot.

Now look at it through the eyes of a salesperson.  Though an ITIL-based
corporate methodology certainly has merit in companies of a certain size, if
you were a sales person presented with the options of selling ITSM and
making $5 or selling AR System and making $1 for roughly the same effort,
which would you sell?

That's why it's hard to sell the AR System by itself, and why BMC has to
sell applications.  Say what you want about the merits and issues with ITSM,
but without it, the Remedy AR System would cease to have the financial
resources to continue to be developed for those of us who choose to do so.

I continue to be grateful to have a development platform like AR System on
which I can either alter OOB applications or build my own, limited only (in
the case of the latter) by my own imagination and expertise.

Rick

On Feb 6, 2008 11:06 AM, Kaiser Norm E CIV USAF 96 CS/SCCE <
[EMAIL PROTECTED]> wrote:

> > I think there will be a greater demand for custom applications that
> employ the "KISS" rule.
>
> I don't know about that.  While it certainly seems logical from where I
> sit, I just don't see a lot of demand for custom Remedy apps anymore.
> Virtually every job I see posted nowadays is for ITSM.  I think that
> might be a bit of wishful thinking...
>
> Don't get me wrong, though--I'm right in there with you wishing!
>
> I really thought I'd be hearing more people saying things like, "ITSM 7
> is just too darned complex for what you get out of it..."
>
> But evidently not.  Maybe people are just reaping all sorts of benefits
> from it...
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Elry
> Sent: Wednesday, February 06, 2008 12:09 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: Company Dropping Remedy
>
> Here is my opinion...
>
> The ITSM Suite is great for companies with deep pockets and lots of
> Remedy resources, but for the most part a lot of companies are finding
> that there is too much overhead with he ITSM Suite and they are using
> less than 50% of the "bells & whistles".
>
> I think there will be a greater demand for custom applications that
> employ the "KISS" rule.  Custom applications that are built
> systematically based on a set of development standards and rules have
> the added bonus of being self-sufficient in terms of support, patches,
> and licenses.  Basic ROI will begin to dictate that for the cost of
> maintaining a basic ITSM Suite (Problem, Incident, Change, CMDB, SLA)
> - you can build your own simpler custom application suite and still
> have money left over.  Or better yet - purchase other Remedy enabled
> ITSM Suites from other vendors at a fraction of the cost.
>
> After all the bottom line is - ARS Best Workflow platform around - so
> why throw out the platform.
>
>
> On Feb 6, 10:22 am, Seth Wrye <[EMAIL PROTECTED]> wrote:
> > Understood.  The only problem though is that being able to customize
> ASR (Apps or Platform) has been one of ARS's strongest selling point.
> Should I tell my customers that if they want to customize the HelpDesk
> form by adding a graphic or to change the flow of a ticket, they will
> either have to build the entire module from scratch or loose support?  I
> think, with the apps at least, BMC is narrowing the gap that made ARS so
> much better than the rest of the competition.
> >
> > Seth Wrye
> >
> > 
> >
> > From: Action Request System discussion list(ARSList) on behalf of
> Grooms, Frederick W
> > Sent: Wed 2/6/2008 10:10 AM
> > To: [EMAIL PROTECTED]
> > Subject: Re: Company Dropping Remedy
> >
> > I think there is a difference here.   The ARS platform is one thing,
> the
> > canned OOB applications are another.  I believe BMC's customization
> > statement is about the OOB applications.  Here we don't use any of the
> > OOB apps, it is all pure ARS custom code.
> >
> > Fred
> >
> > -Original Message-
> > From: Action Request System discussion list(ARSList)
> >
> > [mailto:[EMAIL PROTECTED] On Behalf Of Seth Wrye
> > Sent: Wednesday, February 06, 2008 7:49 AM
> > To: [EMAIL PROTECTED]
> > Subject: Re: Company Dropping Remedy
> >
> > I know, I know, I was also there for that.  I have since taken more
> > training (as we all do) and every time I bring this subject up, I get
> > the same answer.  Its usually something like "BMC says that any
> > customization is a bad customization".  If they plan on keeping the
> > platform open for customizations, great!!  But... there's nothing
> wrong
> > with being prepared for the worse case scenario.  Most of us witnessed
> > that when that one company pur

Re: Group names and substrings

[Rick Cook]

Well, you can fix it with code, or you can fix it with data.  Which do you
prefer?  The data way would be to replace the spaces with underscores, but I
know that doesn't look nice to the users.  So the code way would be to do a
lookup of the exact name string and then use the corresponding Group ID,
which would be used for all comparisons.  Not sure if that would work with
row level access - it may depend on your ARS version.

Rick

On Feb 6, 2008 1:25 PM, Chapin, John <[EMAIL PROTECTED]>
wrote:

> **
>
> Sometimes we get HelpDesk users complaining that they can see tickets
> assigned to an other group, a group to which they themselves do not belong.
>
> Upon investigation, we see that the user might belong to a group name like
> "Long Group Name", but they're seeing a ticket that is assigned to a group
> named "Group".  Note that "Group" is a substring of "Long Group Name".
>
> I could see how this might happen, given the space-delimited GroupList
> field in the User table, and the fact that "Long Group Name" contains
> spaces, but the reason I'm puzzled is that it seems like it really should be
> happening MORE OFTEN, given all the group names we've got which are
> sub-strings of other group names.
>
> Does anyone know of a way to fix this, without having to rename a bunch of
> our bloomin groups...?
>
> thanks --
> John
>
>
>
>
> -
> The information contained in this transmission may be privileged and
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Re: Development Server

[Rick Cook]

Often I find that access that is denied to developers is available to
Sysadmins and DBAs.  Perhaps developing relationships with those folks would
be beneficial.

Rick

On Feb 6, 2008 1:54 PM, Koyb P. Liabt <[EMAIL PROTECTED]> wrote:

> ** Our company is not allowing developers to access the development server
> remotely.  How do others work around this? I find when I need to trouble
> shoot some types of fixes require met to go directly onto the server?
>
>
>
> --
> Who's never won? Biggest Grammy Award surprises of all time on AOL 
> Music.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: ARS 7.5

[Rick Cook]

I am sure that there will be a beta - probably pretty soon, but I would
imagine you'd have to be on "the list" to have access to it.  Contact your
sales rep. for more info.

Rick

On Feb 7, 2008 12:04 PM, Sokol, Brian <[EMAIL PROTECTED]> wrote:

> **
>
> Anyone know if there is going to be a beta test? When is this scheduled
> for release? Summer?
>
> thanks
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> *http://www.Scholastic.com* 
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: ARS 7.5

[Rick Cook]

It will be about 12-15 months between versions (7.1 was released Aug 31),
which is on schedule for new releases.  I'm sure we'll see another few
patches to 7.1 before 7.5 comes out.

Remember, 7.5 will be the first one with the new Admin tool, so while there
may not be revolutionary changes to the base architecture, they're sure
setting the table for that.  I think that will prove to be a good thing.

Rick

On Feb 8, 2008 12:12 PM, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:

> ** It looks like ARS version 6.3 will fall off support.
>
> It seems like ARS version 7.1 just came out a few months ago and now  a
> year after 7.1 is released there are plans to release another version of
> ARS?
>
> Pretty soon I wonder if ARS versions will be released faster than
> patches.  At that point we are definitely in trouble.
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Julie Rockwood
> *Sent:* Friday, February 08, 2008 3:05 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 7.5
>
> **
> What version, if any, will fall off support when 7.5.00 is released?
>
> At 10:49 AM 2/8/2008, you wrote:
>
> **
> AR System 7.5.00 beta is tentatively scheduled for mid-Summer 2008.  The
> release date for AR System 7.5.00 is tentatively now Fall of 2008.
>
> The beta is expected to be "open", enabling folks that have signed the
> appropriate agreements (e.g. NDA) to download and test the product.  As
> mentioned, contacting your sales rep closer to summertime would be the best
> next step.
>
> -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
> --
> *From:* Action Request System discussion list(ARSList) 
> [mailto:arslist@ARSLIST.ORG]
> *On Behalf Of *Rick Cook
> *Sent:* Thursday, February 07, 2008 12:16 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ARS 7.5
>
> ** I am sure that there will be a beta - probably pretty soon, but I would
> imagine you'd have to be on "the list" to have access to it.  Contact your
> sales rep. for more info.
>
> Rick
>
> On Feb 7, 2008 12:04 PM, Sokol, Brian <[EMAIL PROTECTED]> wrote:
>  **
>
> Anyone know if there is going to be a beta test? When is this scheduled
> for release? Summer?
>
> thanks
> Brian Sokol
> Manager, Desktop Services
> Scholastic Inc.
> 557 Broadway
> NY, NY 10012
> (212) 343-6494
> http://www.Scholastic.com
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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> Are" html___
>
> ---
> *Julie Rockwood
> Los Alamos National Laboratory
> IST-APPS3
> (505) 667-9846
>
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Re: ITSM 7 - Question, new employee on-boarding

[Rick Cook]

Don't forget the People template - you can set up standard permission
packages for various types of employees, which really speeds up the creation
process.

Also, some of the terminology around Task is different than in previous
versions, and takes a bit to get used to.

Task Templates are really pre-defined Tasks that can be re-used, either
individually or as part of a Task Group Template or Change Template.
What used to be known as Task Templates are now called Task Group
Templates.  They generally consist of a group of Task Templates.  TGTs can
also contain other TGTs as child records.
Then there are Change Templates, which are pre-defined CMs with accompanying
TGTs and/or TTs as child records.

Rick

On Feb 8, 2008 8:33 AM, Payne, George <[EMAIL PROTECTED]> wrote:

> **
>
> Hey Andre' and Chris…
>
>
>
> First, we are using Incident Management 7.0.01 for on-boarding new
> employees and, in order to do that we needed a real task management similar
> to that offered in Change Management and that's where Patch 9002 comes in.
>
>
> Based on Chris' post from early 2007, we did ITSM Patch 5 first and then
> applied 9002.  I was able to work around the Change Management Template
> issues by switching the menus on both Category fields on
> TMS:TemplateSelection back to the original TMS:TIC:ApplicationName
>
>
>
> We also found that the buttons to move tasks up and down in both the TASK
> and TASK GROUP areas on the TASKS tab of HPD:HelpDesk were trying to push a
> field with a $NULL$ value.  The field that those Active Links was trying to
> push was RootRequestName.  I thought about adding workflow to set that field
> with "IncidentNumber" but decided instead to substitute IncidentNumber in
> all of the pushes and it works great.
>
>
>
> The Active Links that needed modifications were:
>
>
>
> INT:HPDTMS:INC:ChangeChildSequence_OneLevelDown_ReBuildFlow
>
> INT:HPDTMS:INC:ChangeChildSequence_OneLevelUp_ReBuildFlow
>
> INT:HPDTMS:INC:ChangeSequence_OneLevelUp_ReBuildFlow
>
> INT:HPDTMS:INC:ChangeSequence_OneLevelDown_ReBuildFlow
>
>
>
> Kind of sad to have to fix the patches that they put out there for us, but
> I'm VERY happy to get that functionality in Incident Management!
>
>
>
> Best of luck,
>
>  George Payne
>
> Corporate Applications Developer
>
> Electric Reliability Council of Texas
>
> (512) 248-3940
>
> [EMAIL PROTECTED]
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *strauss
> *Sent:* Friday, February 08, 2008 9:46 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: ITSM 7 - Question, new employee on-boarding
>
>
>
> I _wish_ we could convince them here to do such things through Remedy...
>
>
>
> If you are going to be creating a lot of tasks in Incident, you need to
> look seriously at the patch 9002 Incident Task Template add-on.
> Unfortunately BMC has seen fit to leave it out of their patch cycle - and by
> patch 005 were issuing a warning that applying the patch to a system that
> had 9002 installed on it would break 9002.  As a result I have left it out
> of my final production build-out for ITSM 7, but then we don't need to do
> employee setups.
>
>
>
> Here are the warnings: Again, patches 005 and on, maybe even 004 would
> stomp on parts of 9002 and leave them more broken than they were to begin
> with.  There are also unresolved issues with 9002 that caused problems with
> the OOTB Change Management task templates function.  Rather than fix all of
> their code and release a clean replacement to 9002, BMC has just let this
> problem fester, logging defects and closing my issues about it since back in
> early 2007 and then doing nothing with the defects.  With that warning, you
> still might want to look at the patch because it contains capabilities for
> task templates that Incident Management sorely needs.  Just be aware that
> you will have to fix some BMC-created defects and be careful about future
> patches if you decide to deploy 9002.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
>
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Andre H
> *Sent:* Friday, February 08, 2008 9:06 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* ITSM 7 - Question, new employee on-boarding
>
> ** Good Morning and happy Friday,
>
> I have been appointed to to ping the ITSM 7 community on new employee
> on-boarding methodology.
>
> By using only the following modules -
>
> ARS 7.x
> Mid-Tier 7.x
> CMDB 2.x
> Incident 7.0.x
> Problem 7.0.x
> SLM 7.x
> and maybe Change 7.x
>
> Where are you starting to create the main record?
> Incident, then create child-tasks?
> Change, then create child-tasks?
>
> Please keep in mind that the Service Desk will only be handling
> on-boarding process
> .
> I kno

Re: Configuring JSpell with Mid-Tier 7.0.1 Patch 6

[Rick Cook]

Can't help with that, but there is another product that works on a browser.
http://www.alcodasoftware.com/spell-magic.htm

Rick

On Feb 11, 2008 10:29 AM, Latter, Kris <[EMAIL PROTECTED]> wrote:

> **
>
> Hello,
>
>
>
> I'm having an issue in trying to setup the JSpell program that has been
> recommended on this list with: (Server, Admin Tool, and Mid-Tier all 
> 7.0.1Patch 6) in order to provide spell-checking on a specific form.
>
>
>
> I am wondering if anyone else has successfully setup this program and
> implemented it with Mid-Tier.
>
>
>
> Here is what I have done so far:
>
>
>
> -  Placed the jspellhtml2k4.war file into my Tomcat->webapps
> directory and was able to test the spell checker successfully with
> http://hostname/jspellhtml2k4/test.html
>
> -  Loaded the form I wanted to implement spell-checking with in
> the admin tool and clicked on EDIT WEB HEADER CONTENT and added the header
> content specified by the help file:
>
>
>
> 
>
> 
>
> 
>
>
>
> -  I also added the content specified to trigger the spell check
> in the active link for the "spell check" button I have on the form.
>
>
>
> My problem is that Mid-Tier is actually sticking the  type="text/javascript" language="javascript"> (and so on) 
> information in the body of the document instead of the head of the document,
> so my call to functions on the form from the activelink does not seem to be
> working. Furthermore, the javascript in the activelink does not seem to
> "see" the form it is running on.
>
> For example, in the activelink, if I choose RUN PROCESS and type:
>
> Javascript alert(document.getElementById('arid55012154').value)
>
> I get "Object null"
>
>
>
> arid55012154 is specified on the form itself when I view the form as an
> html page, right-click, and go to VIEW SOURCE.
>
> There is a field, for example, that says 
>
>
>
> I'm hoping that someone can either tell me how to ensure that my 

Re: Replicating production to report server

[Rick Cook]

I know that it can be done (at least on Solaris/Sybase), but to do it right,
you need to have a DBA who is willing to be a part of the Remedy team.
(S)he will need to understand Remedy architecture enough to know what to use
and what to leave alone, and have a significant time commitment to invest
into the constant changes that are part of most Remedy environments.

Rick

On Feb 11, 2008 1:43 PM, Fossett, Darrel <[EMAIL PROTECTED]> wrote:

> Some in our company want to use database replication to copy production
> to a report server.  This means that we would have two separate
> instances of remedy on separate databases.
>
> I went through a little work of trying this a while back but we had
> trouble with performance and the database replication did not like the
> Request Id field as the unique identifier.  I don't remember the
> specifics it has been a little while back.
>
> We need to have both servers up at all times for reporting needs and
> live production system.
>
> Has anybody ever done something like this?
> If so what platform and apps did you use to do the transfer?
>
> I just want to make sure that someone has done this before so that I
> know that it can be done.
>
> Darrel
>
> This email may contain material that is confidential, privileged, and/or
> attorney work product for the sole use of the intended recipient.  Any
> review, reliance, or distribution by others or forwarding without express
> permission is strictly prohibited.  If you are not the intended recipient,
> please contact the sender and delete all copies.
>
>
> ___
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Re: OT: Gmail - some ARS List mails are listed as Spam

[Rick Cook]

I see the same thing - it's random, and only happens to a tiny percentage of
list email.  My "solution" right now is to periodically log in to the web
client, so that I can see what's been erroneously defined as spam.

Rick

On Feb 12, 2008 1:14 PM, Robert Molenda <[EMAIL PROTECTED]> wrote:

> ** Well, I posted a reply to another thread, saying that "hey I might also
> be missing emails", and well, actually took the time to look through my tons
> of GMAIL Spam, and noticed that over the last month there were a handful
> (like 10) emails that were flagged as SPAM...
>
> So, it had my ARS_List "label" applied to it, but was not visible in the
> ARS_List 'label', but only viewable in SPAM... (aarruugghh..)
>
> Anyone else on GMAIL, and have this issue, if so, how did you get around
> it?
>
> Just something I noticed, and well, is frustrating.
>
> Thanks
>
> Robert Molenda
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Re: Patch 006 Question.....

[Rick Cook]

Sometimes they forget to update the part of the executable that shows the
current version, causing it to display an incorrect value.  Add that to the
list of QA issues on patches.  I would check the registry to see what the
real version is.

Rick

On Feb 12, 2008 11:14 AM, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:

> ** Has anyone downloaded and installed the Remedy User client 7.01 patch
> 006 yet?
> I just downloaded it today and then tried installing it but after the
> install runs according to Help / About the version is 7.01 patch 002.
>
> Ive uninstalled my old client at least twice, cleared out the entire
> directory where the executables were and ran the install again but I still
> get the same result.
> Im wondering if it is just me or if others have found the same thing.
>
>
> Thanks
> Peter Lammey
> ESPN MIT Technical Services & Applications Management
> 860-766-4761
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *J.T. Shyman
> *Sent:* Tuesday, February 12, 2008 7:00 AM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Patch 006 Question.
>
> **
>
> Joe,
>
>
>
> I think that is incorrect.
>
>
>
> The latest patch for AR Server 7.0.1 is 006. The latest patch
> for the ITSM suite is 7.0.2 is 006.
>
>
>
> And there are differences in the Admin tool, and probably the
> user tool too, from patch release to patch release. I'd recommend using a
> matching version to your server.
>
>
>
> J.T. Shyman
> Column Technologies
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, February 12, 2008 2:55 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Patch 006 Question.
>
>
>
> The patch level of the User tool has very little to do with the upgrade of
> a patch level of your ITSM application. And if you are using ARS 7.0.1,
> the user tool and the ARS Server is still on Patch 3.. If you are on ARS
> 7.1, the latest patch is Patch 1.
>
>
>
> Its only the ITSM applications 7.0 that have got 6 patches released till
> date..
>
>
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Louis Cobuccio
> *Sent:* Monday, February 11, 2008 2:49 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Patch 006 Question.
>
> **
>
> Hey Gang,
>
>
>
> I am about to install AR Server, Mid-Tier Server, Email Engine,
> Flashboards, Approval Server and ITSM patch 006 of version 7.0.01, in
> production.   Can my users still use patch 005 of the User Tool for a bit or
> do I need to update them with patch 006 of the User Tool at the same time I
> am patching my system?
>
>
>
> Any help would be great.
>
>
>
> Thank you,
>
> *Louis Cobuccio*
>
> Eaton Vance Management, Inc.
>
> 2 Oliver Street
>
> Boston, MA. 02109
>
> (d) 617.598.8822
>
> (c) 617.429.1113
>
> [EMAIL PROTECTED]
>
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Re: Blank Plain Text Body on the incoming Email with HTML format

[Rick Cook]

Perhaps a setting on your mail server (or your Remedy email user) changed,
and bouncing the server caused that change to take effect.

Rick

On Feb 12, 2008 11:14 AM, Andrew Fremont <[EMAIL PROTECTED]> wrote:

> ** Hi All,
>
> Our AR Email engine worked fine for years on all types of email format as
> such Plain Tex, HTML..., but  after recent rebooting the server, all of a
> sudden the Plain Text Body field on the incoming AR System Email Messages is
> empty... there are text on the HTML Body. I just wondering what went
> wrong... There is no change in the email configurations.
>
> This issue only happen to the HTML format, there is no problem when the
> incoming email in with the plain text.
>
> Any idea what could have caused this problem?
>
> AR Server/ Email Engine 6.3 with patch 20
> MS SQL 2000
>
> AF
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Re: Requester Console not Displaying All Records for a Company

[Rick Cook]

It might be the chunk setting or other display properties on the table
field.  I'd check there first.

Rick

On Feb 13, 2008 8:56 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:

> ** Hello All,
>
> Remedy 7.0.01
> SQLServer 2005
> Stupid Question Time :)
>
>  Does anyone know how to configure/navigate from the mid-tier so that a
> user can see all tickets for a company?
> I have a customer with 120 tickets, but they can only view 16 from the
> mid-tier requester console.
> I thought I could do a right mouse click on the Requestor Console/Mid-tier
> and get a "Next" or "Previous" but get nothing.
> I have been all over the client and the form in the admin tool looking for
> some config setting to solve this issue, but can't find anything.
> Is this a configuration setting that I need to set? Or is this by design?
>
> Thanks To All,
>
> Jase Brandon
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Re: Requester Console not Displaying All Records for a Company

[Rick Cook]

Are the labels on the table field set to allow the Next/Previous labels to
appear?

Rick

On Feb 13, 2008 9:17 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:

> ** Hi Rick,
> Thanks for the info.
> I checked and display properties seem to be set correctly, data
> chunking/size of chunk is set to 0.
>
> Jase
>
>
> On 2/13/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> >
> > ** It might be the chunk setting or other display properties on the
> > table field.  I'd check there first.
> >
> >
> > Rick
> >
> > On Feb 13, 2008 8:56 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:
> >
> > > ** Hello All,
> > >
> > > Remedy 7.0.01
> > > SQLServer 2005
> > > Stupid Question Time :)
> > >
> > >  Does anyone know how to configure/navigate from the mid-tier so that
> > > a user can see all tickets for a company?
> > > I have a customer with 120 tickets, but they can only view 16 from the
> > > mid-tier requester console.
> > > I thought I could do a right mouse click on the Requestor
> > > Console/Mid-tier and get a "Next" or "Previous" but get nothing.
> > > I have been all over the client and the form in the admin tool looking
> > > for some config setting to solve this issue, but can't find anything.
> > > Is this a configuration setting that I need to set? Or is this by
> > > design?
> > >
> > > Thanks To All,
> > >
> > > Jase Brandon
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> >
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
>
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Re: Requester Console not Displaying All Records for a Company

[Rick Cook]

Could this be a permissions issue?  Is it just some or all users who can
only see 16?

Rick

On Feb 13, 2008 9:32 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:

> ** Hi Jill,
> Good suggestion, we already have IM configured to create request on
> submit,
> The problem is that the company has 120 requests, but when they log on to
> the mid-tier requester console to view tickets,
> they can only see 16 of them, and I can't find a way to display "Next" 16
> records or "Previous" 16 records, etc.
> I expected to be able to right click on the table field and see an option
> for "Next" or "Previous", etc.
> Any ideas?
>
> Thanks,
>
> Jase
>
>
> On 2/13/08, Jill E <[EMAIL PROTECTED]> wrote:
> >
> > ** Jase,
> >
> > Do they only see the requests they submitted through the Requester
> > Console and not ones submitted in IM?  If so, I would suggest configuring IM
> > to create request on submit (doesn't help already submitted Incidents,
> > though).
> >
> > Jill
> >
> > On Feb 13, 2008 11:17 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:
> >
> > > ** Hi Rick,
> > > Thanks for the info.
> > > I checked and display properties seem to be set correctly, data
> > > chunking/size of chunk is set to 0.
> > >
> > > Jase
> > >
> > >
> > > On 2/13/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> > > >
> > > > ** It might be the chunk setting or other display properties on the
> > > > table field.  I'd check there first.
> > > >
> > > > Rick
> > > >
> > > > On Feb 13, 2008 8:56 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:
> > > >
> > > > > ** Hello All,
> > > > >
> > > > > Remedy 7.0.01
> > > > > SQLServer 2005
> > > > > Stupid Question Time :)
> > > > >
> > > > >  Does anyone know how to configure/navigate from the mid-tier so
> > > > > that a user can see all tickets for a company?
> > > > > I have a customer with 120 tickets, but they can only view 16 from
> > > > > the mid-tier requester console.
> > > > > I thought I could do a right mouse click on the Requestor
> > > > > Console/Mid-tier and get a "Next" or "Previous" but get nothing.
> > > > > I have been all over the client and the form in the admin tool
> > > > > looking for some config setting to solve this issue, but can't find
> > > > > anything.
> > > > > Is this a configuration setting that I need to set? Or is this by
> > > > > design?
> > > > >
> > > > > Thanks To All,
> > > > >
> > > > > Jase Brandon
> > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > > > > Are" html___
> > > >
> > > >
> > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > > > Are" html___
> > >
> > >
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > > html___
> > >
> >
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> > html___
> >
>
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Re: Requester Console not Displaying All Records for a Company

[Rick Cook]

It would be on the Advanced Display tab, but if you aren't set to chunk,
those fields will be greyed out.

Rick

On Feb 13, 2008 9:54 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:

> ** Hi Rick,
> I checked and don't see a way to set this option for "Next" and "Previous"
> to appear on the form.
> How do you set the table field labels for Next/Previous to appear? I think
> that's the prob, just can't figure out how to set it.
>
> When I open the table field in the admin tool, navigate to the table
> labels tab, all I see is the ability to set the header the table not loaded
> string, etc
>
> for the body:
> Row Header/drill down
> Select Column
>
> for the footer:
> "Select All", "Deselect All", "Report Button" "Delete Button" "Read
> Button" and "Unread Button"
>
>
> On 2/13/08, Rick Cook <[EMAIL PROTECTED]> wrote:
>
> > ** Are the labels on the table field set to allow the Next/Previous
> > labels to appear?
> >
> >
> > Rick
> >
> > On Feb 13, 2008 9:17 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:
> >
> > > ** Hi Rick,
> > > Thanks for the info.
> > > I checked and display properties seem to be set correctly, data
> > > chunking/size of chunk is set to 0.
> > >
> > > Jase
> > >
> > >
> > > On 2/13/08, Rick Cook <[EMAIL PROTECTED]> wrote:
> > > >
> > > > ** It might be the chunk setting or other display properties on the
> > > > table field.  I'd check there first.
> > > >
> > > >
> > > > Rick
> > > >
> > > > On Feb 13, 2008 8:56 AM, Jase Brandon <[EMAIL PROTECTED]> wrote:
> > > >
> > > > > ** Hello All,
> > > > >
> > > > > Remedy 7.0.01
> > > > > SQLServer 2005
> > > > > Stupid Question Time :)
> > > > >
> > > > >  Does anyone know how to configure/navigate from the mid-tier so
> > > > > that a user can see all tickets for a company?
> > > > > I have a customer with 120 tickets, but they can only view 16 from
> > > > > the mid-tier requester console.
> > > > > I thought I could do a right mouse click on the Requestor
> > > > > Console/Mid-tier and get a "Next" or "Previous" but get nothing.
> > > > > I have been all over the client and the form in the admin tool
> > > > > looking for some config setting to solve this issue, but can't find
> > > > > anything.
> > > > > Is this a configuration setting that I need to set? Or is this by
> > > > > design?
> > > > >
> > > > > Thanks To All,
> > > > >
> > > > > Jase Brandon
> > > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > > > > Are" html___
> > > >
> > > >
> > > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> > > > Are" html___
> > > >
> > >
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> > > html___
> > >
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> >
>
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> html___
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Re: Remedy and Database choices.

[Rick Cook]

Well, not quite, John.

I think every major DBMS now offers at least an OPTION for
case-insensitivity.  With Oracle (as an example), this is dependent on two
things:  The version, and whether that option is chosen when the DB is set
up.  I don't have firsthand knowledge of exactly where Sybase, DB2, and
Informix might be on this, but I would think that they have similar options
available.

My best advice?  Use what you can best support with internal DBA staff.  The
differences in functionality between the major DBMS are negligible from a
Remedy perspective, and you'll need people who really know the DB they're
supporting.

Rick

On Feb 13, 2008 11:43 AM, David Yearsley <[EMAIL PROTECTED]> wrote:

> ** I don't know about Oracle, but we had Sybase years ago and it had case
> insensitive searches.
>
> **
>
> >>> "Chapin, John" <[EMAIL PROTECTED]> Feb 13, 2008 12:27
> PM >>>
>
> Howdy, listerz...   we're having the darndest time trying to build
> a new Remedy environment.  We'd like to be able to run Remedy on Linux or
> Solaris servers, but we're currently running Windows with a MS-SQL database.
>
> Here's what I've learned   do I have this right...?   (This is
> meant as a question, open for comment.)thanks --
>
> If your Remedy Db is MS-SQL, they will enjoy case-insensitive
> searches.  This means that if they type "macdougal" in the Name+ field, and
> then press "F-5", the search will return all tickets opened by either "James
> MacDougal" or "Sarah Macdougal", or even "Albert MACdOugAl"
>
> If a user types "macdougal" in Name+, and presses ENTER, a
> pick-list of all "MacDougals" from the People table will appear.
>
> This is good.
>
> If instead you have Sybase or Oracle, users will NOT have
> case-insensitive searches.  If a user types "macdougal" in the Name+ field,
> they will return none of the aforementioned users.
>
> Furthermore, if they type "macdougal" in Name+,  and press F-5,
> you will not get any matches for any of the "MacDougal"s which are in
> SHR:People.
>
> When building new Remedy environments, this is a potentially huge
> "GOTCHA"...   it makes it just about impossible to switch from MS-SQL to
> either Sybase or Oracle without having to tell your users about the whole
> case sensitivity thing.
>
> This is bd.
>
> The "Full Text Search License" does not impact this
> case-sensitivity issue.
>
>
>
>
> -
> The information contained in this transmission may be privileged and
> confidential and is intended only for the use of the person(s) named
>
> above. If you are not the intended recipient, or an employee or agent 
> responsible
>
> for delivering this message to the intended recipient, any review, 
> dissemination,
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> distribution or duplication of this communication is strictly prohibited. If 
> you are
>
> not the intended recipient, please contact the sender immediately by reply 
> e-mail
>
> and destroy all copies of the original message. Please note that we do not 
> accept
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> account orders and/or instructions by e-mail, and therefore will not be 
> responsible
>
> for carrying out such orders and/or instructions.  If you, as the intended 
> recipient
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> of this message, the purpose of which is to inform and update our clients, 
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> and consultants of developments relating to our services and products, would 
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> like to receive further e-mail correspondence from the sender, please "reply" 
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Re: Remedy and Database choices.

[Rick Cook]

Oracle can be set up as case-insensitive starting with v10 (it might have
been possible with 9i).  BUT, as was noted above, you have to specify it
when you create the DB.  Once that's done, there's no changing that option.

Rick

On Feb 13, 2008 11:58 AM, Frank Caruso <[EMAIL PROTECTED]> wrote:

> Sybase 12.5 is case insensitive and i also think there is way to
> configure Oracle to be the same.
>
> On Feb 13, 2008 2:53 PM, Roger Justice <[EMAIL PROTECTED]> wrote:
> > ** MS SQL Server can be configured on install as case sensitive. The FTS
> on
> > ARS 7 will allow on a Character field what you are requesting.
> >
> >
> >
> >
> >  -Original Message-
> >  From: Chapin, John <[EMAIL PROTECTED]>
> >  To: arslist@ARSLIST.ORG
> >  Sent: Wed, 13 Feb 2008 2:27 pm
> >  Subject: Remedy and Database choices.
> >
> >
> > **
> > Howdy, listerz...   we're having the darndest time trying to
> build a
> > new Remedy environment.  We'd like to be able to run Remedy on Linux or
> > Solaris servers, but we're currently running Windows with a MS-SQL
> database.
> > Here's what I've learned   do I have this right...?   (This
> is
> > meant as a question, open for comment.)thanks --
> > If your Remedy Db is MS-SQL, they will enjoy case-insensitive
> > searches.  This means that if they type "macdougal" in the Name+ field,
> and
> > then press "F-5", the search will return all tickets opened by either
> "James
> > MacDougal" or "Sarah Macdougal", or even "Albert MACdOugAl"
> > If a user types "macdougal" in Name+, and presses ENTER, a
> pick-list
> > of all "MacDougals" from the People table will appear.
> > This is good.
> >
> >  If instead you have Sybase or Oracle, users will NOT have
> > case-insensitive searches.  If a user types "macdougal" in the Name+
> field,
> > they will return none of the aforementioned users.
> > Furthermore, if they type "macdougal" in Name+,  and press F-5,
>  you
> > will not get any matches for any of the "MacDougal"s which are in
> > SHR:People.
> > When building new Remedy environments, this is a potentially
> huge
> > "GOTCHA"...   it makes it just about impossible to switch from MS-SQL to
> > either Sybase or Oracle without having to tell your users about the
> whole
> > case sensitivity thing.
> > This is bd.
> > The "Full Text Search License" does not impact this
> case-sensitivity
> > issue.
> >
> >
> >
> >
> >  -
> >  The information contained in this transmission may be privileged and
> >  confidential and is intended only for the use of the person(s) named
> >  above. If you are not the intended recipient, or an employee or agent
> > responsible
> >  for delivering this message to the intended recipient, any review,
> > dissemination,
> >  distribution or duplication of this communication is strictly
> prohibited.
> > If you are
> >  not the intended recipient, please contact the sender immediately by
> reply
> > e-mail
> >  and destroy all copies of the original message. Please note that we do
> not
> > accept
> >  account orders and/or instructions by e-mail, and therefore will not be
> > responsible
> >  for carrying out such orders and/or instructions.  If you, as the
> intended
> > recipient
> >  of this message, the purpose of which is to inform and update our
> clients,
> > prospects
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> > would not
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Re: Max Returned entries

[Rick Cook]

Yes.  Force the use of User Preferences and then set the value there.  Since
they are stored in a Remedy form, you can enforce permissions on the field
and/or workflow to change its value based on any criteria you wish.  Keep in
mind that the maximum value you can allow is still controlled by the setting
at the server level, so using the UP is a way to set varying maximums below
that level.

Rick

On Thu, Feb 14, 2008 at 12:28 AM, Fritz Cornelissen <
[EMAIL PROTECTED]> wrote:

> **
>
> Hi All,
>
>
>
> Need some advice please? Is it possible to force the number of max entries
> returned by getlist for specific users without setting the max returned
> entries in the User or Admin Tool?
>
>
>
> Kind regards,
>
> Fritz
>
>
>
>
>
>
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Re: More than one instance of User Tool on same PC

[Rick Cook]

I'm not speaking for BMC here, but since the relationship of one user/one
license is still being adhered to, I wouldn't think that would be a problem,
especially when they're also emanating from the same IP address/client.  In
fact, I often have multiple User tools open to different applications when
troubleshooting and the like.  Sometimes it's easier than having lots of
windows open from within the same one.

Rick

On Thu, Feb 14, 2008 at 8:39 AM, Susan Palmer <[EMAIL PROTECTED]> wrote:

> ** Hi everyone,
>
> I strongly believe in following license agreements and believe we have.  I
> knew that when we upgraded to v7.x you could no longer go from PC to PC
> and log in without receiving the message and releasing the other PC.
>
> I just assumed I guess that meant you couldn't log in twice at one PC.
> Yes, I knew I could do it but then again I am all powerful admin.
>
> It was brought to my attention today that a solution they used for one of
> our customers is to give her two monitors and she can log into to user tools
> and use one on each monitor.  No, she doesn't work that fast but she'll run
> reports on one and do work on the other.
>
> Is that feature acceptable in the licensing scheme of things?
>
> Thanks,
> Susan
>
> Susan Palmer
> ShopperTrak
> ARS v 7.0.1P3, server, user, admin
> Oracle 10g
> Windows 2003
>
>
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Re: HelpDesk Lite (was: Company Dropping Remedy)

[Rick Cook]

Exactly the point I made a couple weeks ago, William, with the added point
that companies that currently have ITSM 5.x would STILL have to do a
complete application replacement, just as if they went to ITSM 7.  And since
the prospective customers are at least partially already BMC customers, the
very valid question is:  What's the point of spending $10 to make and sell a
flawed $2 product, as opposed to spending $20 to make and sell a $50
product?

Maybe the sweet spot is to re-release ITSM 5.x to those who ask for it, but
with only limited support.  I can't see a lot of cycles being spent at BMC
to do more than that.

Rick

On Thu, Feb 14, 2008 at 12:17 PM, William Rentfrow <
[EMAIL PROTECTED]> wrote:

> ** I don't know that it's in BMC's best interest to create a "lite"
> version of HelpDesk on the ARS platform for several reasons.
>
> First - the application would be just as scalable as the ITSM suite is now
> - the scalability of Remedy has to do with the AR Server, etc, and very
> little to do with the application (as long as the code is tight,
> particularly indexing and searching).  Anyone with familiarity for the
> system would buy the lower end version and customize for presumably less
> money overall.
>
> Second - they'd be undercutting the principle(s) of going to a full ITIL
> compliant ITSM application.  Whether or not you drink the ITIL Kool-aid it's
> easy to see that a light application that had a few forms and just took
> basic information would undercut the philosophy.  The big customers would
> have every justified right to say "Umm...why are you pushing ITIL/CMDB on us
> if it's not really necessary - your other app doesn't have it".
>
> Third - pick any medium sized company - which application would they focus
> on buying?  How would they even know what the right choice was? It would be
> a constant battle within BMC to approach the customer with the "small" vs.
> "big" product lines - especially when they have the same inherent
> scalability and the large product line can be implemented in a "small" way
> just by doing Incident Management.
>
> Just my $0.02.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *john rosquist
> *Sent:* Thursday, February 14, 2008 12:54 PM
>
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> ** Shawn,
>
> I think you are right on. Sharepoint is a compelling application. Infopath
> is not quite there, but a very good start.
>
> All that is needed is a flexible business rules engine and bingo!  With
> 44Billion to toss around, (since yahoo didn'y bite), I sure that can get
> there if they want.
>
> BMC seems to want to reel in all the big fish first, while ignoring the
> "middle" market.  IMO, Remedy (Corp) worked the otherway around -- the small
> fish then bigger fish, and then got gobbled up...
>
> Sad.
>
> John
>
> - Original Message 
> From: "Pierson, Shawn" <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, February 14, 2008 12:16:09 PM
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> Carey,
>
> I think that ideally, smaller businesses that want to use ARS (which BMC
> doesn't market aggressively enough) should pursue other options.  There
> are vendors, some that post on here, that provide other ITSM suites that
> are cheaper, simpler, and are probably just as good if not better than
> the BMC applications.
>
> What you will probably see in the future is that Microsoft will eat
> BMC's lunch on small to mid-sized businesses within the next five years.
> We have people in my company that want to get rid of Remedy and go to an
> all-Microsoft solution (fortunately, those people don't have that much
> sway.)  In the end though, you'll see ARS functionality replaced by
> Infopath and .NET for more complex development.  You'll see their
> service management application tied in as part of Sharepoint but already
> integrated with MOM as the discovery suite for the CMDB and the alert
> system for changes and incidents.  Microsoft is pursuing the market from
> the opposite side of what BMC is doing, but they'll eventually get the
> business you're talking about.
>
> If BMC started pushing ARS as one of their primary products, I think
> they would find a lot more clients.  I can build something in ARS in one
> hour that would take at least a week for a .NET developer.  BMC needs to
> advertise the fact that they have a development tool to build web
> enabled database-backed applications that can be cranked out much faster
> than .NET or Java.
>
> Shawn Pierson
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Thursday, February 14, 2008 11:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: HelpDesk Lite (was: Company Dropping Remedy)
>
> Candace,
>
> So does BMC consider Verizon to be a Small to Medi

Re: who can advice on new features of version 7

[Rick Cook]

Are you asking whether there would be development work to take advantage of
the new functionality (there would not), or are you asking how much work it
would be to upgrade (definitely some)?

Rick

On Fri, Feb 15, 2008 at 8:07 AM, Remedy Maniac <[EMAIL PROTECTED]>
wrote:

> dear listers,
>
> some of our decision makers would be in favor of upgrading our Remedy 6
> to version 7 specially because of the new feature which allows "Saved
> searches on web".
> Could anyone give some tips on what this would cost in terms of
> development and how difficult or tricky it could be?
> Any information on this is very welcomed.
> Thank you in advance.
> serouche
>
>
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Re: Friday Humor: Happy Valentines like, whatever

[Rick Cook]

I remember seeing an annual bad poetry and bad writing
contest<http://en.wikipedia.org/wiki/Bulwer-Lytton_Fiction_Contest>,
sponsored by San Jose St. U.  They are totally hilarious.

Worst writing I've ever seen?  My 8th grade Social Studies class, where a
student turned in 1 1/2 pages of an essay on Anne Frank.  The second of two
sentences was only half the length of the first, though no less tediously
read.

Rick

On Fri, Feb 15, 2008 at 11:10 AM, Ben Chernys <
[EMAIL PROTECTED]> wrote:

> ** I must concur with Stan!  I laughed so loud and hard my daughter
> couldn't do her homework!.  I'd love to see more of the essay from some
> these authors.
> Ben
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* February 15, 2008 6:03 PM
> *To:* arslist@ARSLIST.ORG
>
> *Subject:* OT: Friday Humor: Happy Valentines like, whatever
>
> ** Every year, English teachers from across the country can submit their
> collections of actual similes and metaphors found in high school essays.
> These excerpts are published each year to the amusement of teachers across
> the country. Here are last year's winners.
>
> Her face was a perfect oval, like a circle that had its two sides gently
> compressed by a Thigh Master.
>
> His thoughts tumbled in his head, making and breaking alliances like
> underpants in a dryer without Cling Free.
>
> He spoke with the wisdom that can only come from experience, like a guy
> who went blind because he looked at a solar eclipse without one of those
> boxes with a pinhole in it and now goes around the country speaking at high
> schools about the dangers of looking at a solar eclipse without one of those
> boxes with a pinhole in it.
>
> She grew on him like she was a colony of E. Coli, and he was
> room-temperature Canadian beef.
>
> She had a deep, throaty, genuine laugh, like that sound a dog makes just
> before it throws up.
>
> Her vocabulary was as bad as, like, whatever.
>
> He was as tall as a six-foot, three-inch tree.
>
> The revelation that his marriage of 30 years had disintegrated because of
> his wife's infidelity came as a rude shock, like a surcharge at a formerly
> surcharge-free ATM machine.
>
> The little boat gently drifted across the pond exactly the way a bowling
> ball wouldn't.
>
> McBride fell 12 stories, hitting the pavement like a Hefty bag filled with
> vegetable soup.
>
> From the attic came an unearthly howl. The whole scene had an eerie,
> surreal quality, like when you're on vacation in another city and Jeopardy
> comes on at 7:00 p.m. instead of 7:30.
>
> Her hair glistened in the rain like a nose hair after a sneeze.
>
> The hailstones leaped from the pavement, just like maggots when you fry
> them in hot grease.
>
> Long separated by cruel fate, the star-crossed lovers raced across the
> grassy field toward each other like two freight trains, one having left
> Cleveland at 6:36 p.m. traveling at 55 mph, the other from Topeka at 4:19
> p.m. at a speed of 35 mph.
>
> They lived in a typical suburban neighborhood with picket fences that
> resembled Nancy Kerrigan's teeth.
>
> John and Mary had never met. They were like two hummingbirds who had also
> never met.
>
> He fell for her like his heart was a mob informant, and she was the East
> River.
>
> Even in his last years, Granddad had a mind like a steel trap, only one
> that had been left out so long, it had rusted shut.
>
> Shots rang out, as shots are wont to do.
>
> The plan was simple, like my brother-in-law Phil. But unlike Phil, this
> plan just might work.
>
> The young fighter had a hungry look, the kind you get from not eating for
> a while.
>
> He was as lame as a duck. Not the metaphorical lame duck, either, but a
> real duck that was actually lame, maybe from stepping on a land mine or
> something.
>
> The ballerina rose gracefully en Pointe and extended one slender leg
> behind her, like a dog at a fire hydrant.
>
> It was an American tradition, like fathers chasing kids around with power
> tools.
>
> He was deeply in love. When she spoke, he thought he heard bells, as if
> she were a garbage truck backing up.
>
> Rick
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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> html___
>

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Re: OT: Friday Humor: Happy Valentines like, whatever

[Rick Cook]

Hey, fact checking stories should be de rigeur, but I don't have time to
factcheck a joke list.  Yer lucky I took the forwarding arrows and extra
line feeds out.  :)

Rick

On Fri, Feb 15, 2008 at 11:25 AM, Easter, David <[EMAIL PROTECTED]>
wrote:

> ** (Gentle) FYI, these aren't from English teachers and they're not from
> last year.  It's a contest run by the Washington Post in their "Style
> Invitational" column.  Some of these are from 1999 - some from 1995.
>
>
> http://www.washingtonpost.com/wp-dyn/content/article/2007/03/16/AR2007031600738_pf.html
>
> http://monster-island.org/tinashumor/humor/analogy.html
>
> Still very funny, of course.
>
>   -David J. Easter
> Sr. Product Manager, Service Management Business Unit
> BMC Software, Inc.
>
> The opinions, statements, and/or suggested courses of action expressed in
> this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> voluntary participation in this forum is not intended to convey a role as a
> spokesperson, liaison or public relations representative for BMC Software,
> Inc.
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, February 15, 2008 9:03 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* OT: Friday Humor: Happy Valentines like, whatever
>
> ** Every year, English teachers from across the country can submit their
> collections of actual similes and metaphors found in high school essays.
> These excerpts are published each year to the amusement of teachers across
> the country. Here are last year's winners.
>
>
> Her face was a perfect oval, like a circle that had its two sides gently
> compressed by a Thigh Master.
>
> His thoughts tumbled in his head, making and breaking alliances like
> underpants in a dryer without Cling Free.
>
> He spoke with the wisdom that can only come from experience, like a guy
> who went blind because he looked at a solar eclipse without one of those
> boxes with a pinhole in it and now goes around the country speaking at high
> schools about the dangers of looking at a solar eclipse without one of those
> boxes with a pinhole in it.
>
> She grew on him like she was a colony of E. Coli, and he was
> room-temperature Canadian beef.
>
> She had a deep, throaty, genuine laugh, like that sound a dog makes just
> before it throws up.
>
> Her vocabulary was as bad as, like, whatever.
>
> He was as tall as a six-foot, three-inch tree.
>
> The revelation that his marriage of 30 years had disintegrated because of
> his wife's infidelity came as a rude shock, like a surcharge at a formerly
> surcharge-free ATM machine.
>
> The little boat gently drifted across the pond exactly the way a bowling
> ball wouldn't.
>
> McBride fell 12 stories, hitting the pavement like a Hefty bag filled with
> vegetable soup.
>
> From the attic came an unearthly howl. The whole scene had an eerie,
> surreal quality, like when you're on vacation in another city and Jeopardy
> comes on at 7:00 p.m. instead of 7:30.
>
> Her hair glistened in the rain like a nose hair after a sneeze.
>
> The hailstones leaped from the pavement, just like maggots when you fry
> them in hot grease.
>
> Long separated by cruel fate, the star-crossed lovers raced across the
> grassy field toward each other like two freight trains, one having left
> Cleveland at 6:36 p.m. traveling at 55 mph, the other from Topeka at 4:19
> p.m. at a speed of 35 mph.
>
> They lived in a typical suburban neighborhood with picket fences that
> resembled Nancy Kerrigan's teeth.
>
> John and Mary had never met. They were like two hummingbirds who had also
> never met.
>
> He fell for her like his heart was a mob informant, and she was the East
> River.
>
> Even in his last years, Granddad had a mind like a steel trap, only one
> that had been left out so long, it had rusted shut.
>
> Shots rang out, as shots are wont to do.
>
> The plan was simple, like my brother-in-law Phil. But unlike Phil, this
> plan just might work.
>
> The young fighter had a hungry look, the kind you get from not eating for
> a while.
>
> He was as lame as a duck. Not the metaphorical lame duck, either, but a
> real duck that was actually lame, maybe from stepping on a land mine or
> something.
>
> The ballerina rose gracefully en Pointe and extended one slender leg
> behind her, like a dog at a fire hydrant.
>
> It was an American tradition, like fathers chasing kids around with power
> tools.
>
> He was deeply in love. When she spoke, he thought he heard bells, as if
> she were a garbage truck backing up.
>
> Rick
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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> html___

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OT: Friday Humor: Happy Valentines like, whatever

[Rick Cook]

Every year, English teachers from across the country can submit their
collections of actual similes and metaphors found in high school essays.
These excerpts are published each year to the amusement of teachers across
the country. Here are last year's winners.

Her face was a perfect oval, like a circle that had its two sides gently
compressed by a Thigh Master.

His thoughts tumbled in his head, making and breaking alliances like
underpants in a dryer without Cling Free.

He spoke with the wisdom that can only come from experience, like a guy who
went blind because he looked at a solar eclipse without one of those boxes
with a pinhole in it and now goes around the country speaking at high
schools about the dangers of looking at a solar eclipse without one of those
boxes with a pinhole in it.

She grew on him like she was a colony of E. Coli, and he was
room-temperature Canadian beef.

She had a deep, throaty, genuine laugh, like that sound a dog makes just
before it throws up.

Her vocabulary was as bad as, like, whatever.

He was as tall as a six-foot, three-inch tree.

The revelation that his marriage of 30 years had disintegrated because of
his wife's infidelity came as a rude shock, like a surcharge at a formerly
surcharge-free ATM machine.

The little boat gently drifted across the pond exactly the way a bowling
ball wouldn't.

McBride fell 12 stories, hitting the pavement like a Hefty bag filled with
vegetable soup.

>From the attic came an unearthly howl. The whole scene had an eerie, surreal
quality, like when you're on vacation in another city and Jeopardy comes on
at 7:00 p.m. instead of 7:30.

Her hair glistened in the rain like a nose hair after a sneeze.

The hailstones leaped from the pavement, just like maggots when you fry them
in hot grease.

Long separated by cruel fate, the star-crossed lovers raced across the
grassy field toward each other like two freight trains, one having left
Cleveland at 6:36 p.m. traveling at 55 mph, the other from Topeka at 4:19
p.m. at a speed of 35 mph.

They lived in a typical suburban neighborhood with picket fences that
resembled Nancy Kerrigan's teeth.

John and Mary had never met. They were like two hummingbirds who had also
never met.

He fell for her like his heart was a mob informant, and she was the East
River.

Even in his last years, Granddad had a mind like a steel trap, only one that
had been left out so long, it had rusted shut.

Shots rang out, as shots are wont to do.

The plan was simple, like my brother-in-law Phil. But unlike Phil, this plan
just might work.

The young fighter had a hungry look, the kind you get from not eating for a
while.

He was as lame as a duck. Not the metaphorical lame duck, either, but a real
duck that was actually lame, maybe from stepping on a land mine or
something.

The ballerina rose gracefully en Pointe and extended one slender leg behind
her, like a dog at a fire hydrant.

It was an American tradition, like fathers chasing kids around with power
tools.

He was deeply in love. When she spoke, he thought he heard bells, as if she
were a garbage truck backing up.

Rick

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Re: Time Based Incident Template Creation

[Rick Cook]

That should probably be a Change Template, Jase, since the process should at
some point go through an approval process.

I was on a project that built something like that from scratch once, before
ITSM 7, though.  Think through all the ways you could use recurring changes,
and then see what functionality already exists in that module (if you have
it).  If you just have Incident, you'll have to build it, but it can
certainly be done.

Rick

On Feb 18, 2008 1:47 PM, Jase Brandon <[EMAIL PROTECTED]> wrote:

> ** Hello All,
> ARS 7.0.01
> SQL Server 2005
>
> The chief just stopped by and asked me if we could have Incident Templates
> created based on time.
> Ex. Automatically have an incident created the first Monday of every month
> to reboot the server, etc.
>
> My first thought is an escalation of some kind, but when I look at the
> Incident templates there is nothing time related.
> I thought somebody on the list has probably already done this or may have
> a good starting point, etc.
>
> Thanks,
>
> Jase Brandon
>
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> html___

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Re: Support Staff

[Rick Cook]

Yes.  There is a link on the left side Nav. bar that says something like
"Make non-Support staff".

Rick

On Feb 19, 2008 2:17 PM, Veeral Oza <[EMAIL PROTECTED]> wrote:

> ** Hi All,
>
> Once the Support Staff field on CTM:People form is set to "Yes", it
> becomes read only. Is there a way to set it to "No", without writing any
> custom workflow?
> Any help/suggestion will be much appreciated.
>
> Environment:
> ITSM 7.0.1, ARS 7.0.1 patch 4.
> Database: Oracle
>
> Thanks and Regards,
> Veeral Oza
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Re: Filter logging in 7.1

[Rick Cook]

I believe that there is a minimum permissions level that is set on the
server side for client side logging.  Ensure that you are a member of
whatever group is specified there.

Rick

On Wed, Feb 20, 2008 at 2:17 PM, Atul Vohra <[EMAIL PROTECTED]>
wrote:

> ** Hi All,
>
> I was trying to do AL and filter logging from 7.1 AR client - but did not
> log the filter calls. I was logged in as Demo and after further reading
> found that something has to be enabled on the server side.
>
> Can someone please clarify what has to be done so filter logging can be
> done from the client tool.
>
> Platform: ARS 7.1 on Solaris, Oracle 10g
>
> Thanks
> Atul
>
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Re: Interview questions

[Rick Cook]

Me, either.  I have seen that error occur when adding a unique index to a
field containing data that violates it.  Multiple NULL values are the most
frequent culprit.

Rick

On Wed, Feb 20, 2008 at 2:33 PM, William Rentfrow <
[EMAIL PROTECTED]> wrote:

> ** Wow - I've been working with Remedy for 8 years or so and I've never
> had the second one happen!
>
> The first one on the other hand..
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe DeSouza
> *Sent:* Wednesday, February 20, 2008 4:31 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Interview questions
>
> **
> One of the questions I would ask is the error about violation of unique
> indexes. What do you do when you get this error. An experienced developer
> would know that this error can happen on both the user tool in case the
> system tries to create a duplicate record due to a conflict with the nextid
> in case it has been reset earlier OR can happen on the admin tool while
> creating new objects if there is a conflict with the containers ID that can
> happen sometimes due to data corruption for whatever reasons..
>
> I'd be more interested in the later part of the answers as if that occurs
> its most likely an experienced developer who would know what got to be done
> next to get it working..
>
> Joe
>
>
> - Original Message 
> From: John Atherly <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, February 20, 2008 7:07:07 AM
> Subject: Re: Interview questions
>
> Why are manhole covers round?  If any other shape they could fall in to
> the hole that they cover.
>
> Do I get the job?
>
>
> John Atherly
> American Power Conversion
> [EMAIL PROTECTED]
> 401-789-5735 Ext. 2120
> 1-800-788-2208 Ext. 2120
>
> --
> Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it
> now.__Platinum
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Re: Changing Company Name on 7.0.01

[Rick Cook]

Isn't there a Nickname field for companies?  Could that be leveraged in some
way?

Rick

On Wed, Feb 20, 2008 at 3:01 PM, strauss <[EMAIL PROTECTED]> wrote:

> ** BMC was supposedly going to release a "utility" for that this year
> (2008), but if they release something like Data Management (patch 9003) it
> will only work half-way, and only half of the time (and only with jato
> bottles strapped to its butt).
>
> If they release it on the same "schedule" we have seen for updating
> Incident Task Templates (patch 9002), you should see it sometime in calendar
> year 2009.
>
> You'll probably have to give them Doug Mueller's stock answer for people
> requesting customizations to ITSM 7: several iterations of NO.
>
> We have not faced company renaming (and plan to reject it outright), but
> we have seen some shuffling of support group names which is almost as bad
> since you have to move the support staff over and reassign the related
> records; your obsolete/recreate solution is the only one available to us
> right now.
>
> Christopher Strauss, Ph.D.
> Call Tracking Administration Manager
> University of North Texas Computing & IT Center
> http://itsm.unt.edu/
>
>
>  --
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Jase Brandon
> *Sent:* Wednesday, February 20, 2008 4:24 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Changing Company Name on 7.0.01
>
> ** Hello All,
> I am getting several requests to change the Company field in version
> 7.0.01
> Ex. Joe's Computers is now changing it's name to Joseph's Computers.
>
>
>
> Field ID 11.
> When I search this field ID in ARutilities, it returns 417 references to
> that field.
>
> Has anyone come up with a way to change Company name and ensure it is
> propogated throughout the database?
>
> Other than a monster SQL script to update the field in all locations, I
> don't think this is possible.
> My current answer to this question is: Set Joe's computers to "Obsolete"
> and recreate as "Joseph's Computers".
> But then we lost historical reporting data, etc.
>
> Has anyone else encountered this? I just thought we couldn't possibly be
> the only company who has dealt with this situation.
>
> 7.0.01 Unpatched
> SQL Server 2005
>
> Thanks,
>
> Jase
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
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Re: A way to mimic a users account

[Rick Cook]

There is an API call (*ARSetImpersonatedUser* ) in AR System 7.1, but that's
not your version.

Rick

On Thu, Feb 21, 2008 at 8:48 AM, Mary Dollus <
[EMAIL PROTECTED]> wrote:

> Hi Everyone,
>
> I thought I heard that there is a way to mimic a user's account so you can
> log in as them, but not really using their login and password.
>
> Is that possible?  I want to test a user's account as it is...  I could
> add one and set it up like hers... but all of those work... so I want to see
> what she's seeing exactly.
>
> Thanks!!!
> Mary Dollus
> ARS 7.0.01
>
>
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Re: Column Technologies is Seeking Remedy BAs, PMs, Developers, Architects and Trainers throughout the US

[Rick Cook]

Perhaps it isn't the best demonstration of the expertise and experience you
both have to send your responses and resumes to the entire list?

Rick

On Thu, Feb 21, 2008 at 9:11 AM, Lago, Raul [Beeline] [Beeline] <
[EMAIL PROTECTED]> wrote:

> ** Hi, Melissa,
>
> I've been an ARS developer, working on both custom and out of box
> solutions since 1999.
> I am currently serving as both BA and Senior Technical Analsys on a Global
> of both ITIL processes and the ITSM 7 suite (Service Desk, Change, Asset,
> CMDB, FD/TD, etc.). I am ITIL certified and have received many of the
> current BMC training courses for the ITSM 7 products.
>
> Please review my resume and contact me if you find I am a good fit.
>
> Thanks,
> Raul Lago
> Mobile: 707-297-2625
>
>  On 2/21/08, Melissa Wish <[EMAIL PROTECTED]> wrote:
>
> > ** Column Technologies is hiring Mid and Senior Level Remedy Developers,
> > Business Analysts, Project Managers, Trainers and Architects throughout
> > the US.  If you are interested in applying, please email your resume as
> > a Word or PDF document to [EMAIL PROTECTED]  No recruiters please.
> > These are permanent opportunities only- no contractors.
> >
> > Generous Salary, Bonus and Paid Vacation Plans
> > Health, vision, dental, life, and disability insurance
> > Unlimited 401K match!
> > Cutting Edge Training
> > Cell Phone and Home Internet Connection Stipend
> > Corporate Credit Card and Use of Laptop
> >
> > Melissa Wish
> > Corporate Recruiter
> > Column Technologies, Inc.
> > Home Office: 718-399-2136
> > Cell/Evenings: 917-748-7104
> > E-Fax: 646-349-3799
> > Email: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> > ***www.columnit.com* 
> > BMC Remedy Partner of the Year 2000 – 2006
> > BMC Fastest Growing Worldwide Partner – 2006
> > Inc. 500 Fastest Growing Private Companies – 2006
> > BMC 2007 Americas and Worldwide Top Solution Provider
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> UW Medicine IT Services
> School of Medicine
> University of Washington
> Box 358220
> 1325 Fourth Ave, Suite 2000
> Seattle, WA 98101
>
> The opinions expressed in this e-mail are in no way those of the
> University of Washington, or the State of Washington.  They are my own.
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Re: Column Technologies is Seeking Remedy BAs, PMs, Developers, Architects and Trainers throughout the US

[Rick Cook]

Apparently, my comment was misinterpreted.  What I was trying to say is that
I know the abilities of both these guys, and that I hoped that their
valuable skills and experience wouldn't be misjudged by such a simple
mistake (one I have made myself).

Sorry if anyone thought differently, or if I didn't make that clear enough.

Rick

On Thu, Feb 21, 2008 at 10:50 AM, Rabi Tripathi <[EMAIL PROTECTED]> wrote:

> At least once, I replied to a ARSLIST job posting and
> ended up sending it to the entire list.
>
> My problem was that I thought it had been sent to me
> directly, and didn't check "to" address in the reply.
> It was embarrassing, but luckily for me, I was writing
> that I wasn't interested, so you guys didn't catch me
> touting my virtues. :)
>
> Happens sometimes. Especially if you receive other
> emails in the same a/c. I wouldn't judge anybody on
> it. Unless somebody has managed to create a pattern.
>
> Even then, I'm not sure that absentmindedness is
> necessarily  an indicator of lack of ability. I
> wouldn't want an absentminded doctor, but a developer?
> You can crash and kill the beast as many times as you
> want. Hopefully before production. :) Even if
> something gets to production, so what? Even Microsoft
> with all its money and talent, Microsoft says in its
> EULA that they can't guarantee they haven't been
> absentminded somewhere in their code.
>
> I wish email accounts allowed writing simple rules or
> a script such as if the email is going to "ARSLIST",
> throw a promptBut it's a nerdy thing to ask of gmail
> or hotmail, so it's probably not going to happen.
>
> As a side note, see the emphasis on "permanent" job,
> at the expense of contract jobs.
>
> --- Rick Cook <[EMAIL PROTECTED]> wrote:
>
> > Perhaps it isn't the best demonstration of the
> > expertise and experience you
> > both have to send your responses and resumes to the
> > entire list?
> >
> > Rick
> >
> > On Thu, Feb 21, 2008 at 9:11 AM, Lago, Raul
> > [Beeline] [Beeline] <
> > [EMAIL PROTECTED]> wrote:
> >
> > > ** Hi, Melissa,
> > >
> > > I've been an ARS developer, working on both custom
> > and out of box
> > > solutions since 1999.
> > > I am currently serving as both BA and Senior
> > Technical Analsys on a Global
> > > of both ITIL processes and the ITSM 7 suite
> > (Service Desk, Change, Asset,
> > > CMDB, FD/TD, etc.). I am ITIL certified and have
> > received many of the
> > > current BMC training courses for the ITSM 7
> > products.
> > >
> > > Please review my resume and contact me if you find
> > I am a good fit.
> > >
> > > Thanks,
> > > Raul Lago
> > > Mobile: 707-297-2625
> > >
> > >  On 2/21/08, Melissa Wish <[EMAIL PROTECTED]>
> > wrote:
> > >
> > > > ** Column Technologies is hiring Mid and Senior
> > Level Remedy Developers,
> > > > Business Analysts, Project Managers, Trainers
> > and Architects throughout
> > > > the US.  If you are interested in applying,
> > please email your resume as
> > > > a Word or PDF document to [EMAIL PROTECTED]
> > No recruiters please.
> > > > These are permanent opportunities only- no
> > contractors.
> > > >
> > > > Generous Salary, Bonus and Paid Vacation Plans
> > > > Health, vision, dental, life, and disability
> > insurance
> > > > Unlimited 401K match!
> > > > Cutting Edge Training
> > > > Cell Phone and Home Internet Connection Stipend
> > > > Corporate Credit Card and Use of Laptop
> > > >
> > > > Melissa Wish
> > > > Corporate Recruiter
> > > > Column Technologies, Inc.
> > > > Home Office: 718-399-2136
> > > > Cell/Evenings: 917-748-7104
> > > > E-Fax: 646-349-3799
> > > > Email: [EMAIL PROTECTED] <[EMAIL PROTECTED]>
> > > > ***www.columnit.com* <http://www.columnit.com/>
> > > > BMC Remedy Partner of the Year 2000 – 2006
> > > > BMC Fastest Growing Worldwide Partner – 2006
> > > > Inc. 500 Fastest Growing Private Companies –
> > 2006
> > > > BMC 2007 Americas and Worldwide Top Solution
> > Provider
> > > > __Platinum Sponsor: www.rmsportal.com ARSlist:
> > "Where the Answers Are"
> > > > html___
> > >
> > >
> > >
> > >
> > > --
> > > 

Re: Interview questions

[Rick Cook]

Because 'Field Name' = 'TR.Field Name'.  It's not that 'TR.' is invalid, or
that you have to go and change any code that's using it, it's just not the
most uber-efficient way of representing the current field value.  Thinking
on this has changed somewhat over the years since TR/DB was created.

Rick

On Thu, Feb 21, 2008 at 11:18 AM, John Atherly <[EMAIL PROTECTED]> wrote:

> **
> Ok I'll take the bite. Why never?
>
>
> John Atherly
> American Power Conversion
> [EMAIL PROTECTED]
> 401-789-5735 Ext. 2120
> 1-800-788-2208 Ext. 2120
>
>
>  *Thad K Esser <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 02/21/2008 01:30 PM
>  Please respond to
> arslist@ARSLIST.ORG
>
>   To
> arslist@ARSLIST.ORG  cc
>   Subject
> Re: Interview questions
>
>
>
>
> **
> How about:
> "What qualification would you use to detect if the value of a
> field has changed?"
>
> Or:
> "When is it appropriate to use a TR value in a qualification"?
> (Hint: NEVER)
>
> :-)
> *
> Thad Esser*
> Remedy Developer
> "*Argue for your limitations, and sure enough, they're yours."*-- Richard
> Bach
>
>   *"Frank Caruso" <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 02/19/2008 06:32 PM
>   Please respond to
> arslist@ARSLIST.ORG
>
>   To
> arslist@ARSLIST.ORG  cc
>   Subject
> Re: Interview questions
>
>
>
>
>
>
> I always though questions pertaining to the three phases that filters
> were processed in was a good question to ask.
> Even if the interviewee did not know the answer  - exactly - it would
> get them talking about push, set,notifications and messaging.
>
>
> On Feb 19, 2008 6:31 PM, Doug Blair <[EMAIL PROTECTED]> wrote:
> > Best interview question:
> >
> > What animal is on the cover of the O'Reilly X-Window System books?
> >
> > Only someone who has actually looked will know that this series has
> solid
> > color covers and no animals.
> >
> > What you're really looking for is some indication that the interviewee
> is
> > familiar with O'Reilly, and maybe (with luck) has one or two of them in
> a
> > storage locker somewhere, and has been around computing long enough to
> > understand X. If they've mastered that, they understand operating
> systems,
> > and you can infer much from the conversation about which O'Reilly and
> > Nutshell books are on their shelf. You can then have some fun talking
> about
> > the animals and pets  before resuming the interview  :-)
> >
> > Doug
> >
> >
> >
> > .. Original Message ...
> > On Tue, 19 Feb 2008 13:12:48 -0500 "Kemes, Lisa"
> > <[EMAIL PROTECTED]> wrote:
> > >**
> > >  I thought I was the only one!
> > >
> > >Lisa
> > >
> > >---
> > >From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
> > >Sent: Tuesday, February 19, 2008 10:11 AM
> > >To: arslist@ARSLIST.ORG
> > >Subject: Re: Interview questions
> > >
> > >**
> > >Dang - 10 years on and still cant answer some of these...!!!
> > >
> > >Mark Rushton
> > >IBM Global Services
> > >Remedy Engineering & Development Team
> > >
> > >
> > >
> > >
> > >
> > >Marc Simmons <[EMAIL PROTECTED]>
> > >Sent by: "Action Request System discussion list(ARSList)"
> > 
> > >
> > >19/02/2008 13:55
> > >
> > >Please respond to
> > >arslist@ARSLIST.ORG
> > >
> > >
> > >
> > >
> > >To
> > >arslist@ARSLIST.ORG
> > >
> > >cc
> > >
> > >
> > >Subject
> > >Re: Interview questions
> > >
> > >
> > >
> > >
> > >
> > >
> > >**
> > >1.  What is the primary table in the AR System data dictionary?
> > >2.  How does the AR System manage the data you see in Remedy Forms?
> > >3.  Without using DSO or EIE, what are your thoughts for providing a
> 'STANDARDIZED'
> > methodology for interfacing/integrating with Remedy applications.  This
> customer was actually
> > looking to use C.I.M. or some other open standard solution to interface
> > with Remedy maybe a good discussion for the list!!!
> > >4.  How do you trouble shoot AR System server outages to restore access
> to
> > the system?
> > >5.  How does mid-tier work and where does it fit in the client server
> > architecture?
> > >6.  Describe how filters work?  They were actually looking how filters
> > work in different phases... which led to the next question.
> > >7.  Can you force a filter to fire all actions in the first phase?
> > >8.  List all of the possible uses for guides.  They were looking for
> walking tables.
> > >
> > >These are all pretty simple questions.  I also get some questions about
> turning on/off server
> > features using the configuration files (ar.conf/ar.cfg).
> > >
> > >Hope this helps some,
> > >
> > >Marc
> > >
> > >
> > >On 2/19/08, Remedy Service Desk <[EMAIL PROTECTED]> wrote:
> > >**
> > >
> > >Hi All,
> > >
> > >Hope you are doing well, can I request for Remedy Interview questions?
> > >
> > >Thanks
> > >
> > >Service Desk
> > >
> > >__Platinum Sponsor: www.rmsportal.com ARSlist: 

Re: Interview questions

[Rick Cook]

Well, FWIW, I still use them sometimes, too.  Like Tim said - it's just
often more clear to other developers who might read it later.  I was just
explaining the reasons that TR is considered the less elegant solution.  To
get deeper than that would be getting too deep into the nerdy woods for
today.

Rick

On Thu, Feb 21, 2008 at 12:47 PM, Tim Widowfield <[EMAIL PROTECTED]>
wrote:

> Well, I can only speak for myself, but I normally use the TR. prefix, just
> so you can look at the qualification at a glance and understand what it
> means.  It reminds me of C and Java programmers who omit braces when they
> aren't necessary.  Sure, it's legal, but is it more readable?  Too often we
> forget that code may be written once, but read hundreds of times (e.g., by
> beleaguered maintenance programmers at 3:00 AM).
>
> I'd much rather argue over whether you should ever let the admin tool pick
> your field IDs and whether workflow names should be meaningful rather than
> over syntactic sugar.
>
> --Tim
>
>
> - Original Message 
> From: Rick Cook <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Thursday, February 21, 2008 2:30:02 PM
> Subject: Re: [ARSLIST] Interview questions
>
>  ** Because 'Field Name' = 'TR.Field Name'.  It's not that 'TR.' is
> invalid, or that you have to go and change any code that's using it, it's
> just not the most uber-efficient way of representing the current field
> value.  Thinking on this has changed somewhat over the years since TR/DB was
> created.
>
> Rick
>
> On Thu, Feb 21, 2008 at 11:18 AM, John Atherly <[EMAIL PROTECTED]>
> wrote:
>  **
> Ok I'll take the bite. Why never?
>
>
>  John Atherly
>  American Power Conversion
>  [EMAIL PROTECTED]
>  401-789-5735 Ext. 2120
>  1-800-788-2208 Ext. 2120
>
>
>   Thad K Esser <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG> 02/21/2008 01:30 PM
>Please respond to
>  arslist@ARSLIST.ORG
>
> To
>  arslist@ARSLIST.ORG   cc
>
>  Subject
>  Re: Interview questions
>
>
>
>
>
>
> **
>  How about:
>  "What qualification would you use to detect if the value of a
> field has changed?"
>
>  Or:
>  "When is it appropriate to use a TR value in a qualification"?
>  (Hint: NEVER)
>
>  :-)
>
>  Thad Esser
>  Remedy Developer
>  "Argue for your limitations, and sure enough, they're yours."-- Richard
> Bach
>
> "Frank Caruso" <[EMAIL PROTECTED]>
>  Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>  02/19/2008 06:32 PM
>
>   Please respond to
>  arslist@ARSLIST.ORG
>
>To
>  arslist@ARSLIST.ORGcc
>
>  Subject
>  Re: Interview questions
>
>
>
>
>
>
>
>
>  I always though questions pertaining to the three phases that filters
>  were processed in was a good question to ask.
>  Even if the interviewee did not know the answer  - exactly - it would
>  get them talking about push, set,notifications and messaging.
>
>
>  On Feb 19, 2008 6:31 PM, Doug Blair <[EMAIL PROTECTED]> wrote:
>  > Best interview question:
>  >
>  > What animal is on the cover of the O'Reilly X-Window System books?
>  >
>  > Only someone who has actually looked will know that this series has
> solid
>  > color covers and no animals.
>  >
>  > What you're really looking for is some indication that the interviewee
> is
>  > familiar with O'Reilly, and maybe (with luck) has one or two of them in
> a
>  > storage locker somewhere, and has been around computing long enough to
>  > understand X. If they've mastered that, they understand operating
> systems,
>  > and you can infer much from the conversation about which O'Reilly and
>  > Nutshell books are on their shelf. You can then have some fun talking
> about
>  > the animals and pets  before resuming the interview  :-)
>  >
>  > Doug
>  >
>  >
>  >
>  > .. Original Message ...
>  > On Tue, 19 Feb 2008 13:12:48 -0500 "Kemes, Lisa"
>  > <[EMAIL PROTECTED]> wrote:
>  > >**
>  > >  I thought I was the only one!
>  > >
>  > >Lisa
>  > >
>  > >---
>  > >From: Action Request System discussion list(ARSList)
>  > [mailto:[EMAIL PROTECTED] On Behalf Of Mark Rushton
>  > >Sent: Tuesday, February 19, 2008 10:11 AM
>  > >To: arslist@ARSLIST.ORG
>  > &

Re: OT - Possible Friday Humor from BMC's Knowledgebase

[Rick Cook]

Who, other than Doug, could have gotten away with such a submission?  If I
find out, I'll have to buy him/her a beverage next RUG.  We need more
lighthearted stuff in a serious world these days.

Rick

On Fri, Feb 22, 2008 at 8:38 AM, Warren Baltimore <[EMAIL PROTECTED]>
wrote:

> ** Not very professional
> BUT FUNNY AS HELL!!
>
>
> On 2/22/08, Lammey, Peter A. <[EMAIL PROTECTED]> wrote:
> >
> > **
> >
> > I was out on BMC's Knowledge website looking up knowledge regarding
> > table fields and their retrieving values from the a Table field column that
> > is linked to a Selection field (or drop down field).
> >
> > After the list of knowledge articles was returned I opened up one titled
> > "Can I query for the values in the column within a Table Field?".
> >
> > This is knowledge article KM-3274.  When you read this article
> > the author wrote the Solution in a very funny manner.  It seems like this
> > person must have read too many Dr. Seuss books or something.
> >
> > Take a look out on BMC's website at this Knowledge article where the
> > solution reads:
> >
> > "Query on Columns within a Table field". You can not do it in a box with
> > a fox, nor in a house with a mouse, or with a punk on a skunk. You can not
> > do it here or there you can not do it anywhere, you can not Query on a Table
> > you can not do it, you just arent able :)
> >
> > Thanks
> > Peter Lammey
> > ESPN MIT Technical Services & Applications Management
> > 860-766-4761
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
>
>
> --
> Warren R. Baltimore II
> Remedy Developer
> UW Medicine IT Services
> School of Medicine
> University of Washington
> Box 358220
> 1325 Fourth Ave, Suite 2000
> Seattle, WA 98101
>
> The opinions expressed in this e-mail are in no way those of the
> University of Washington, or the State of Washington.  They are my own.
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: SAVE Button

[Rick Cook]

Go into the view properties, and on the Menu Access tab, uncheck the Save
box.

Rick

On Fri, Feb 22, 2008 at 2:39 PM, Brittain, Mark <[EMAIL PROTECTED]>
wrote:

> **
>
> Hi,
>
> Having a brain cramp because I have not done it in a while. Is there a way
> to disable the save button on a form? I am guessing I can set the Disable
> the Change Flag on all of the fields or make them read only. If I am
> creating a new record I would need all of the fields to be accessible.
>
> Any ideas
>
> Mark Brittain
> ESM Remedy Developer
> NaviSite Inc.
> 315-453-2912 x5418  (office)
> 315-317-2897 (cell)
>
> *This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.*
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Asset Management and Blackberries

[Rick Cook]

Shawn, to paraphrase Monty Python:  Now for something completely different.

I would track the phone number as part of the person's record, not the asset
itself, especially since you say that it is dynamic (depending on the user.)

So put the BB in whatever class you like, using the Serial number as the
primary identifier.  Then make User X a User/Owner of that device for as
long as (s)he has that device.  That will have the effect of associating the
phone number to the device without having to figure out where to add it to
the class structure.  The association is then available from either the
Person record or the device's Asset record, and is easily modified as
necessary within the association structure, rather than as a direct
attribute of the class object.

Rick

2008/2/26 Joe D'Souza <[EMAIL PROTECTED]>:

> ** Shawn,
>
> In that case, why don't you create a position code (or reuse an existing
> one), and have the Computer Name as the position of the owner of the phone.
> Chances are a blackberry item may change owners but the position may always
> remain the same barring a few exceptions... So a change of owner will in
> most cases not really affect the Computer Name...
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Pierson, Shawn
> *Sent:* Tuesday, February 26, 2008 10:52 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Asset Management and Blackberries
>
> **
>
> This seems like what I had planned to do, but the problem with it is that
> you will need to change the Computer Names on the Blackberries to maintain
> who the current owner is.  This probably isn't a huge issue, but I wonder if
> there is a downside to that, since the phone number is essentially dynamic.
> It basically means that if a Blackberry Asset record gets created with no
> Serial Number populated, it would potentially be lost in the system
> somewhere.
>
>
>
> Thanks,
>
>
>
> Shawn Pierson
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> *Sent:* Tuesday, February 26, 2008 9:33 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Asset Management and Blackberries
>
>
>
> **
>
> Shawn,
>
>
>
> Never had to do it but if I had to and didn't want to create my own class
> for it, I would put it under Computer Systems and set the phone number to
> the Computer Name field..
>
>
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Pierson, Shawn
> *Sent:* Tuesday, February 26, 2008 10:17 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Asset Management and Blackberries
>
> **
>
> Good morning all,
>
> I'm curious if anyone is using Asset Management to track devices like
> Blackberries.  If so, what Class are you storing them in, and how do you
> track the phone number?
>
> Thanks,
>
> Shawn Pierson
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: OT - Possible Friday Humor from BMC's Knowledgebase

[Rick Cook]

Yeah, that's a great trivia question actually.  Guides weren't originally
created to do what we have them doing now - they were intended to be GUIDES
for the user to lead them through the process of creating a ticket, for
instance, just as Larry demonstrated them.

Unfortunately, once people saw how much work it would be to create one of
these little darlings, hardly anyone thought it worth it.  So guides kind of
naturally morphed into the de facto subroutine containers they are today.

Rick

On Wed, Feb 27, 2008 at 11:21 AM, David.M Clark <[EMAIL PROTECTED]>
wrote:

> The Genie was "revealed" with great pride by Larry Garlick as a coming
> feature in ARS 4 at the '98 RUG in San Francisco during one of the main
> sessions. Half of the room full of developers said "whee!"... the other half
> said "Great, one more thing to break."  We were supposed to be able to use
> it (with guides?) to make Remedy apps user friendly, and the genie would be
> to Remedy what the paper clip is to MS apps.  I've always wanted to use it
> that way, but they just never gave us the option.  If you have the right
> sound card configuration, he speaks, but it's in that "the way computers
> spoke in '98" kind of voice.  Some days, when I have a little time... I
> bring him out to talk, but he just says the worst things.  (He's bitter.)
>
> David M Clark
> Remedy Programmer/Analyst
>
>
> >>> Ben Cantatore <[EMAIL PROTECTED]> 2/27/2008 12:23 PM >>>
> As Warren said before, this was put in place around version 4 or 5 (I
> forget which) and was never fully implemented.  The only reason I know of
> its existence was back at version 4 (or 5) I implemented OLE for spell
> checking as all my users were on ARUsertool.  Remedy was a lot easier back
> then :).
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
>
> Roger Walls <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 02/27/2008 01:15 PM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
>
>
>
>
>
> Is there any way to use the genie in the client tool?
>
> Roger Walls
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Ben Cantatore
> Sent: Wednesday, February 27, 2008 8:03 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
> Actually I don't know if this classifies as an Easter Egg, but here's
> something fun to check out if you haven't seen this before...
>
> Create an active link
> Pick a form (doesn't matter)
> Go to the If action tab and select OLE Automation
> Check Genie Help in the lower left corner and a Genie will appear.
>
>
>
>
> Ben Cantatore
> Remedy Administrator
> Avon
> (914) 935-2946
>
>
>
> Robert Page <[EMAIL PROTECTED]>
> Sent by: "Action Request System discussion list(ARSList)"
> 
> 02/27/2008 10:48 AM
> Please respond to
> arslist@ARSLIST.ORG
>
>
> To
> arslist@ARSLIST.ORG
> cc
>
> Subject
> Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
>
>
>
>
>
> **
> No but I've heard it has a few bunnies in it.
>
> - Original Message 
> From: "Heider, Stephen" <[EMAIL PROTECTED]>
> To: arslist@ARSLIST.ORG
> Sent: Wednesday, 27 February, 2008 1:45:44 PM
> Subject: Re: OT - Possible Friday Humor from BMC's Knowledgebase
>
> **
> Does anyone know if ARS contains any Easter eggs?
>
> Stephen
> Remedy Skilled Professional
>
>
> From: Action Request System discussion list(ARSList) [mailto:
>
>
> ___
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>
>
> ___
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>
>
>
> ___
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>
>
>
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Re: A way to mimic a users account

[Rick Cook]

On topic (mostly), has anyone played with the new 7.1 user impersonation API
feature yet?  Our preliminary testing and subsequent conversations with
engineering have left us with the conclusion that it promised more than it
actually delivered (or perhaps we inferred more functionality than was
intended).

Anyone see the same or different?

Rick

On Thu, Feb 21, 2008 at 5:54 PM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

> Mary,
>
> We use an external authentication method (with blank passwords in ARS)
> with our ARS and I use the following approach. The only down side is
> that you "kick the user out" while you are testing because your are
> literally hijacking their account. The up side is that it really _is_
> their account. (So you get the same preference record, the same 'Login
> Name' ect... The only thing that are really still different are local
> client host [for User Tool specific issues] and network paths.)
>
> http://www.remedy.com/customers/dht/archive/11-04-2002.htm
>
> Ref the 'Authentication Login Name' field.
>
> Basically you would set 'Authentication Login Name' to the username
> that you know the password for in your external authentication source
> on the Users record that you want to test. Then you login to the ARS
> client with their 'Login Name' and your password. When done you clear
> the field and then they can login with their password again.
>
> The same thing can be done if your using external authentication
> method (with blank passwords) if you set an ARS level password then
> login with that value and later clear it. However, that may cause
> issues if your doing any kind of "Password Management" with rules like
> "Must change every 60 days", or "must track how long since the user
> changed their password" etc...
>
> If your not using an external authentication method, then export the
> record to ARX format. Change the password. Do your testing. and import
> the ARX record so that it OVERWRITES the DB record. That should
> restore the record to the starting condition. (or you can even just
> force a "user must change password" type condition. (If your custom
> processes supports that.)
>
> ( Basically what Jason Miller said... just with a slight difference in
> approach. :) )
>
> BTW (and a bit off topic): Using the above approach (assuming you are
> using an external authentication method and 'Authentication Login
> Name' ) you can "lock" an account by setting this fields value with
> some username/account that does not exist. Then later when the account
> should be "unlocked" you clear the field. ( A custom AREA plugin,a
> User.log monitoring process, or even a trusted ARS user could "lock
> the account" and stash a record that will clear the value after
> time="x" and let an escalation "unlock" the account by removing the
> 'Authentication Login Name' value.)
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Thu, Feb 21, 2008 at 11:48 AM, Mary Dollus
> <[EMAIL PROTECTED]> wrote:
> > Hi Everyone,
> >
> >  I thought I heard that there is a way to mimic a user's account so you
> can log in as them, but not really using their login and password.
> >
> >  Is that possible?  I want to test a user's account as it is...  I could
> add one and set it up like hers... but all of those work... so I want to see
> what she's seeing exactly.
> >
> >  Thanks!!!
> >  Mary Dollus
> >  ARS 7.0.01
> >
> >
>  
> ___
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>
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Re: A way to mimic a users account

[Rick Cook]

One of the new APIs for 7.x is ARSetImpersonatedUser.  We thought that we
could use it in workflow to conduct Remedy activity as a named user, as
specified on page 446 of the 7.0 API Reference Guide.  It turns out that
(and I'm getting this secondhand, so I may be wrong), the API is only
effective from within a Remedy Web Service.

 

I'm hoping that someone else can verify that either the manual is correct or
the input we got is correct.

 

Rick

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Axton
Sent: Wednesday, February 27, 2008 6:20 PM
To: arslist@ARSLIST.ORG
Subject: Re: A way to mimic a users account

 

** Can you elaborate?

Axton Grams

On Wed, Feb 27, 2008 at 5:09 PM, Rick Cook <[EMAIL PROTECTED]> wrote:

** On topic (mostly), has anyone played with the new 7.1 user impersonation
API feature yet?  Our preliminary testing and subsequent conversations with
engineering have left us with the conclusion that it promised more than it
actually delivered (or perhaps we inferred more functionality than was
intended).

Anyone see the same or different?

Rick

 

On Thu, Feb 21, 2008 at 5:54 PM, Carey Matthew Black <[EMAIL PROTECTED]>
wrote:

Mary,

We use an external authentication method (with blank passwords in ARS)
with our ARS and I use the following approach. The only down side is
that you "kick the user out" while you are testing because your are
literally hijacking their account. The up side is that it really _is_
their account. (So you get the same preference record, the same 'Login
Name' ect... The only thing that are really still different are local
client host [for User Tool specific issues] and network paths.)

http://www.remedy.com/customers/dht/archive/11-04-2002.htm

Ref the 'Authentication Login Name' field.

Basically you would set 'Authentication Login Name' to the username
that you know the password for in your external authentication source
on the Users record that you want to test. Then you login to the ARS
client with their 'Login Name' and your password. When done you clear
the field and then they can login with their password again.

The same thing can be done if your using external authentication
method (with blank passwords) if you set an ARS level password then
login with that value and later clear it. However, that may cause
issues if your doing any kind of "Password Management" with rules like
"Must change every 60 days", or "must track how long since the user
changed their password" etc...

If your not using an external authentication method, then export the
record to ARX format. Change the password. Do your testing. and import
the ARX record so that it OVERWRITES the DB record. That should
restore the record to the starting condition. (or you can even just
force a "user must change password" type condition. (If your custom
processes supports that.)

( Basically what Jason Miller said... just with a slight difference in
approach. :) )

BTW (and a bit off topic): Using the above approach (assuming you are
using an external authentication method and 'Authentication Login
Name' ) you can "lock" an account by setting this fields value with
some username/account that does not exist. Then later when the account
should be "unlocked" you clear the field. ( A custom AREA plugin,a
User.log monitoring process, or even a trusted ARS user could "lock
the account" and stash a record that will clear the value after
time="x" and let an escalation "unlock" the account by removing the
'Authentication Login Name' value.)

--
Carey Matthew Black
Remedy Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Thu, Feb 21, 2008 at 11:48 AM, Mary Dollus
<[EMAIL PROTECTED]> wrote:
> Hi Everyone,
>
>  I thought I heard that there is a way to mimic a user's account so you
can log in as them, but not really using their login and password.
>
>  Is that possible?  I want to test a user's account as it is...  I could
add one and set it up like hers... but all of those work... so I want to see
what she's seeing exactly.
>
>  Thanks!!!
>  Mary Dollus
>  ARS 7.0.01
>
>

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Re: ARS/ITSM 7.1

[Rick Cook]

I think there are lists on BMC's documentation site of what's in the ITSM 7
components, but the patches leave increasingly high levels of information to
the imagination.

Rick

On Thu, Feb 28, 2008 at 10:26 AM, Drake,Dave <[EMAIL PROTECTED]> wrote:

> **
>
> Looking for a list or series of lists of specific elements modified when
> upgrading from ARS 7.0.1 (p001) to ARS 7.1 (p001).  Also for CMDB 2.0.1 to
> 2.1 and Asset Management 7.0 (p003) to 7.0.3.  Can someone point in a
> general direction please?  Thanks!
>
> SQL2K backend, Win2K3 servers
>
> *Dave Drake* | Remedy Administrator | Cerner Corporation - CernerWorks | *
> [EMAIL PROTECTED] <[EMAIL PROTECTED]> | *
> www.cerner.com* 
> --
> CONFIDENTIALITY NOTICE This message and any included attachments are from
> Cerner Corporation and are intended only for the addressee. The information
> contained in this message is confidential and may constitute inside or
> non-public information under international, federal, or state securities
> laws. Unauthorized forwarding, printing, copying, distribution, or use of
> such information is strictly prohibited and may be unlawful. If you are not
> the addressee, please promptly delete this message and notify the sender of
> the delivery error by e-mail or you may call Cerner's corporate offices in
> Kansas City, Missouri, U.S.A at (+1) (816)221-1024.
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Re: Strip username from email address

[Rick Cook]

The way I handled something similar was to take the email address and do a
lookup on it against the People form.  Then grab that user's login/full name
and make it part of the Push Fields action.

Rick

On Thu, Feb 28, 2008 at 1:26 PM, Brittain, Mark <[EMAIL PROTECTED]>
wrote:

> **
>
> Hi Everyone,
>
> When customer replies to an email containing the Ticket Number (RequestID)
> in the subject line, the email gets pushed from AR System Email Messages to
> a CSC: Email form, gets massaged and pushed to the ticket. If you want to
> know why, email me at [EMAIL PROTECTED] and I will be happy to
> explain the whole project.
>
> During the push to the CSC: Email and Ticket forms, the submitter/ last
> modified by is "Remedy Application Service". What I would like to do is
> grab the customers email name and use it instead. Something like
> [EMAIL PROTECTED] to mbrittain.
>
> Does anyone have a string that will extract that variable?
>
> Thanks
> Mark
>
> Mark Brittain
> ESM Remedy Developer
> NaviSite Inc.
> 315-453-2912 x5418  (office)
> 315-317-2897 (cell)
>
> *This e-mail is the property of NaviSite, Inc. It is intended only for the
> person or entity to which it is addressed and may contain information that
> is privileged, confidential, or otherwise protected from disclosure.
> Distribution or copying of this e-mail, or the information contained herein,
> to anyone other than the intended recipient is prohibited.*
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Re: Question about removing the change-fixed application licenses

[Rick Cook]

As far as I know, you should be ok.  To be on the safe side, you could
disable the license checking filters (you know which ones they are), which I
believe only fire against the CHG:Change form.

Also, let your sales person know that you've done this, so that you won't be
billed for maintenance on the application or its licenses.

Rick

P.S.   To anyone else, you should only do this if you are, like Robert, no
longer using the application.  To do so under other conditions would cause
you to be in violation of your licensing agreement, which I am in no way
advocating.

On Thu, Feb 28, 2008 at 1:47 PM, Robert Halstead <[EMAIL PROTECTED]>
wrote:

> ** Environment:
> Remedy 6.3 patch 20
>  - ITSM Change Management Module 6 installed.
>  - Approval Server
>  - Configuration Manager
>
>
> Hey everyone,
>
> We are planning to remove our Change Management application licenses and
> we have built are own change management suite from scratch.  I was wondering
> if there were any consequences by removing the licenses other than the
> Change Management module itself.  Like I've stated above, we only have the
> BMC OOTB Change Management module and i'm thinking that the removal of the
> change-fixed and change-floating application licenses would only affect the
> change management forms.  Does this include the SHR:People or other forms
> with the prefix of SHR? Or any of the approver forms?
>
> I remember seeing some workflow on our CHG:Change form that dealt with
> licenses but looking at the application package, the application is not
> deployable and is local.  It is also my understanding that this will not
> affect the Configuration Manager and Approver Server.  So what exactly do
> the licenses protect in the change management module?  If you guys need more
> information, I can provide.
>
> Thanks.
>
> --
> "A fool acts, regardless; knowing well that he is wrong. The ignoramus
> acts on only what he knows, but all that he knows.
> The ignoramus may be saved, but the fool knows that he is doomed."
>
> Robert Halstead __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the
> Answers Are" html___

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archgid utility

[Rick Cook]

Does anyone know where I can find the v7.1 (or even 7.0) archgid utility for
Linux RH 5?  I looked on the DevCon, Support, the KB, list archives, install
directories - didn't see one anywhere.

Is it still a valid utility for v7.1?

Rick

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Re: ardb.conf suggestions for prerformance enhancements on oracle ....

[Rick Cook]

There's some new documentation on BMC's site regarding the proper placement
of Clobs.  Might want to look that up.

Rick

On Fri, Feb 29, 2008 at 9:56 AM, Garrison, Sean (Norcross) <
[EMAIL PROTECTED]> wrote:

> **
>
> Does anyone have any suggestions for improving performance in Oracle.  Are
> there any general ardb.conf settings that people recommend?  Our dbas are
> griping (and rightly so) about the clob fields taking up so much space in
> the db.  Our db doesn't have much in it but is taking up ~40 gigs of space.
> Any suggestions on what can be done to improve this are welcome.
>
>
>
> Thanks,
>
>
>
> Sean
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: archgid utility

[Rick Cook]

Well, then it must not be shipped with the 7.1 tar files, because it isn't
there, either.

Thanks for looking, guys - I appreciate it.

Rick

On Fri, Feb 29, 2008 at 10:41 AM, Jarl Grøneng <[EMAIL PROTECTED]>
wrote:

> You got archgid if you install emailengine...
>
> -
> Jarl
>
>
> On Fri, Feb 29, 2008 at 7:24 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> > ** Not calling you a liar, Roger, but I can't find it anywhere.  Their
> > search link goes nowhere.  Care to give me a hint?
> >
> > Rick
> >
> >
> >
> > On Fri, Feb 29, 2008 at 9:57 AM, Roger Medsker <[EMAIL PROTECTED]>
> wrote:
> >
> > > **
> > >
> > >
> > >
> > > Rick,
> > >
> > >
> > >
> > > The archgid utility is on the Developer Connection. There is a linux
> > version. The Windows version is for v7.0 even though the version number
> > shows as 2.0. I can't verify the linux version though since I don't have
> a
> > linux box available. You MUST login to the Developer Connection in order
> to
> > see any utilities other than the few open source items.
> > >
> > >
> > >
> > > I don't know  if there will be a v7.1 version. I wish there were. I
> could
> > use it myself.
> > >
> > >
> > >
> > > HTH
> > >
> > >
> > >
> > > Roger
> > >
> > >
> > >
> > >
> > > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> > > Sent: Friday, February 29, 2008 11:38 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: archgid utility
> > >
> > >
> > >
> > > ** Does anyone know where I can find the v7.1 (or even 7.0) archgid
> > utility for Linux RH 5?  I looked on the DevCon, Support, the KB, list
> > archives, install directories - didn't see one anywhere.
> > >
> > >
> > > Is it still a valid utility for v7.1?
> > >
> > > Rick
> > >
> > > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
> > >
> > >
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> > html___
> >
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Re: archgid utility

[Rick Cook]

Not calling you a liar, Roger, but I can't find it anywhere.  Their search
link goes nowhere.  Care to give me a hint?

Rick

On Fri, Feb 29, 2008 at 9:57 AM, Roger Medsker <[EMAIL PROTECTED]> wrote:

> **
>
> Rick,
>
>
>
> The archgid utility is on the Developer Connection. There is a linux
> version. The Windows version is for v7.0 even though the version number
> shows as 2.0. I can't verify the linux version though since I don't have a
> linux box available. You MUST login to the Developer Connection in order to
> see any utilities other than the few open source items.
>
>
>
> I don't know  if there will be a v7.1 version. I wish there were. I could
> use it myself.
>
>
>
> HTH
>
>
>
> Roger
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Friday, February 29, 2008 11:38 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* archgid utility
>
>
>
> ** Does anyone know where I can find the v7.1 (or even 7.0) archgid
> utility for Linux RH 5?  I looked on the DevCon, Support, the KB, list
> archives, install directories - didn't see one anywhere.
>
>
> Is it still a valid utility for v7.1?
>
> Rick
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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Re: archgid utility

[Rick Cook]

I was logged in when doing my search.  But the DN search utility is b0rked
(returns 404) and I didn't expect to find it beneath the Atrium category; I
was looking under AR System.

I have the link from David Easter, so I'm good to go.

Rick

On Fri, Feb 29, 2008 at 11:38 AM, Roger Medsker <[EMAIL PROTECTED]> wrote:

> Right. If you don't log into DN you will only see the items in the Open
> Source sub-category.
>
> Rick, make sure you're logged in.
>
> Roger
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black
> Sent: Friday, February 29, 2008 12:59 PM
> To: arslist@ARSLIST.ORG
> Subject: Re: archgid utility
>
> Often I have not found items on developer.BMC.com when I was not
> logged in to the site with an account.
>
> Maybe Rick was not logged in when he was searching the web site?
>
> --
> Carey Matthew Black
> Remedy Skilled Professional (RSP)
> ARS = Action Request System(Remedy)
>
> Love, then teach
> Solution = People + Process + Tools
> Fast, Accurate, Cheap Pick two.
>
>
>
> On Fri, Feb 29, 2008 at 1:50 PM, Easter, David <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> > I found it here on DN:
> >
> >
> http://developer.bmc.com/jiveProd/entry.jspa?categoryID=507&externalID=991
> >
> > To find it, I went to Resource Center -> Downloads -> BMC Atrium &
> > Foundation Technologies -> Remedy AR System  and then searched for
> > "archgid".  Came up as the first hit.
> >
> >
> >
> >
> > -David J. Easter
> > Sr. Product Manager, Service Management Business Unit
> > BMC Software, Inc.
> >
> > The opinions, statements, and/or suggested courses of action expressed
> in
> > this E-mail do not necessarily reflect those of BMC Software, Inc.  My
> > voluntary participation in this forum is not intended to convey a role
> as
> a
> > spokesperson, liaison or public relations representative for BMC
> Software,
> > Inc.
> >
> >  
> >
> > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> > Sent: Friday, February 29, 2008 10:24 AM
> > To: arslist@ARSLIST.ORG
> > Subject: Re: archgid utility
> >
> >
> > ** Not calling you a liar, Roger, but I can't find it anywhere.  Their
> > search link goes nowhere.  Care to give me a hint?
> >
> > Rick
> >
> >
> > On Fri, Feb 29, 2008 at 9:57 AM, Roger Medsker <[EMAIL PROTECTED]>
> wrote:
> >
> > > **
> > > Rick,
> > >
> > > The archgid utility is on the Developer Connection. There is a linux
> > version. The Windows version is for v7.0 even though the version number
> > shows as 2.0. I can't verify the linux version though since I don't have
> a
> > linux box available. You MUST login to the Developer Connection in order
> to
> > see any utilities other than the few open source items.
> > >
> > > I don't know  if there will be a v7.1 version. I wish there were. I
> could
> > use it myself.
> > >
> > > HTH
> > >
> > > Roger
> > >
> > > From: Action Request System discussion list(ARSList)
> > [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
> > > Sent: Friday, February 29, 2008 11:38 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: archgid utility
> > >
> > > ** Does anyone know where I can find the v7.1 (or even 7.0) archgid
> > utility for Linux RH 5?  I looked on the DevCon, Support, the KB, list
> > archives, install directories - didn't see one anywhere.
> > >
> > >
> > > Is it still a valid utility for v7.1?
> > >
> > > Rick
>
>
> 
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Re: ARS 5.12 Helpdesk 4.03 - Submit ticket Display only form question -repost

[Rick Cook]

It was probably created in version 4 - when there WAS no Open Window
command.  In versions 5-6, you can run the conversion to change those over
to Open Window actions.  It works pretty well, but check each after it's
created to ensure that it does what you want it to.

Rick

On Mon, Mar 3, 2008 at 1:21 PM, Kevin Pulsen <[EMAIL PROTECTED]> wrote:

> ** Hello ARSList,
>
> I have workflow related question.
>
> I am currently working on a system that includes the following -
>
> ARS 5.12
> Helpdesk 4.03
>
> The first form that is loaded upon login is a helpdesk console, this is a
> display only form and has several buttons to create, search and view
> existing tickets.
>
> If the New Ticket button is selected - another display only form is
> opened. After the person enters the require information, workflow pushes the
> fields to the hpd:helpdesk form to create a ticket.
>
> After looking through the existing workflow for the button New Ticket, I
> have found a active link with the If Action executing a Run Macro. This
> macro opens the above stated display only form in submit mode and sets a
> couple of fields with hard coded defaults.
>
> Now here's the question(s) - Why...
>
> Why would one use a Run Macro to open a display only form to submit a
> ticket to another form?
>
> Is there a advantage / benefit to using a Run Macro?
>
> Why not just perform a Open Window, if action?
>
> Thanks,
>
> Kevin P.
>
> --
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Re: Control over Request ID

[Rick Cook]

You can, but should do so carefully.  The nextId column in the arschema
table contains the number of the next Request ID for the specified form.
Manipulating that manually is done by resetting the value via SQL command,
which should only be done under specific controlled conditions, which are
listed in the Remedy documentation.  Failure to think through the process
carefully may result in the form being unable to accept further entries
until the problem is fixed.

If you want to present a different type of number to customers, or exercise
more control over it, I would recommend that you create and use a different
field.

Rick

On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

> **
> Hi All
>
> Do we have any control over the sequence of Request ID ? My understanding
> is that this number us generated automatically. Can we control the way it is
> getting generated ?
> Version 7.0.01
>
> Thanks and Regards,
> Ganga Prasad Pattnaik,
> ( Remedy Skilled Professional )
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Separation of Duties

[Rick Cook]

SubAdmins are your ticket.  Only give Administrator access to developers,
and SA to everyone else.  It's more work to set it up, but will get you what
you want.  All the info you need is in the docs.

Rick

On Wed, Mar 5, 2008 at 8:02 AM, Gentry, Elmo - Raleigh, NC <
[EMAIL PROTECTED]> wrote:

> **
>
> Overview: I need to separate the Admin permission (creating Forms, AL's,
> Filters, everything in the admin tool, etc) from everything in the
> Configuration Manager console (CTI's, Location, Groups, etc).
>
> I need to duplicate ALL of Configuration Manager console actions with a
> non-Admin, Sub-Admin like permissions.
>
> Any thoughts or suggestions?  Preferable easy thoughts and/or suggestions.
> ?
>
> Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not
> really an option at this time
>
> Thanks,
>
>
>
> Elmo Gentry
>
> Remedy Application Development
>
> Business Systems Analyst
>
> United States Postal Service
> 4200 Wake Forest Rd
> Raleigh, NC 27668-9000
> [EMAIL PROTECTED]
>
>
>
> [image: United States Postal Service Logo with Eagle]
>
>
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Control over Request ID

[Rick Cook]

I agree with Neel, whose reasons are sound.  The Interface_Create form does
not always create an Incident, which is why there are gaps.

Rick

On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
wrote:

> Ganga,
>
> When you say 'requestID generated are not in sequence' - are you
> referring to; for example; all the incidents created? If so, that's how
> it works as when you open a new incident and select a customer, it
> generated an incident ID and increment the nextID for that module.
> However, when user cancels out and doesn't save that incident, the next
> incident created will not be in sequence and have a gap of one. If many
> users in production do that then you'll see the broken sequence and it's
> normal. IF this is the case then I don't think you should be messing
> with it.
>
> Just my $0.02
>
> Neel Gautam
> Accenture - Chicago Delivery Centre
> Core Values:Stewardship  *   Best People *
> Client Value Creation*   One Global Network  *   Respect
> for the Individual   *   Integrity
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> Sent: Wednesday, March 05, 2008 10:50 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Control over Request ID
>
> **
> Thanks Rick
> In fact issue with me is that the request ID generated are not in
> sequence. So can we make the is possible to break the sequence or if
> broken then make it in order ?
>
> Thanks and Regards,
> Ganga Prasad Pattnaik,
> ( Remedy Skilled Professional )
>
>
> On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
>
>
>** You can, but should do so carefully.  The nextId column in
> the arschema table contains the number of the next Request ID for the
> specified form.  Manipulating that manually is done by resetting the
> value via SQL command, which should only be done under specific
> controlled conditions, which are listed in the Remedy documentation.
> Failure to think through the process carefully may result in the form
> being unable to accept further entries until the problem is fixed.
>
>If you want to present a different type of number to customers,
> or exercise more control over it, I would recommend that you create and
> use a different field.
>
>Rick
>
>
>On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
> <[EMAIL PROTECTED]> wrote:
>
>
>**
>
>Hi All
>
>Do we have any control over the sequence of Request ID ?
> My understanding is that this number us generated automatically. Can we
> control the way it is getting generated ?
>
>
>
> This message is for the designated recipient only and may contain
> privileged, proprietary, or otherwise private information.  If you have
> received it in error, please notify the sender immediately and delete the
> original.  Any other use of the email by you is prohibited.
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

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Re: Separation of Duties

[Rick Cook]

Well then, you should be able to use the existing permission groups to
accomplish that.  App-Administrator allows access to all of the data
elements in HD 5.6 without allowing access to any code.  If you need to make
it more granular, you'd have to create sub-App-Admin groups for each
component.  If your version of AR System supports computed groups, that
would also work.

Rick

On Wed, Mar 5, 2008 at 9:10 AM, Gentry, Elmo - Raleigh, NC <
[EMAIL PROTECTED]> wrote:

>  Here is what I found documented:
>
>
>
> Subadministrators can perform the following functions:
>
> 􀂄 Administer any application or form to which their group has
>
> subadministrator access.
>
> 􀂄 Create and administer filters, active links, and escalations connected
> to
>
> forms to which their group has subadministrative access.
>
> 􀂄 Create and administer menus.
>
> 􀂄 Create forms.
>
> 􀂄 Create applications (depending on the forms to which the
>
> subadministrator has access).
>
> 􀂄 Create active link and filter guides.
>
> 􀂄 View server information settings.
>
>
>
> No of these can be allowed.  We need to separate/prevent all of the
> above.  If the permission allows the user to create anything, filters,
> forms, etc that is too much access.  When I say sub-admin I mean really
> application/data admin….only to create data, i.e. CTI's, Groups. Users,
> Location, Approvals, etc.
>
>
>
>
>
> Thanks,
>
>
>
> Elmo Gentry
> Remedy Application Development
> Business Systems Analyst
>
>
>   --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 05, 2008 11:48 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Separation of Duties
>
>
>
> ** SubAdmins are your ticket.  Only give Administrator access to
> developers, and SA to everyone else.  It's more work to set it up, but will
> get you what you want.  All the info you need is in the docs.
>
> Rick
>
> On Wed, Mar 5, 2008 at 8:02 AM, Gentry, Elmo - Raleigh, NC <
> [EMAIL PROTECTED]> wrote:
>
> **
>
> Overview: I need to separate the Admin permission (creating Forms, AL's,
> Filters, everything in the admin tool, etc) from everything in the
> Configuration Manager console (CTI's, Location, Groups, etc).
>
> I need to duplicate ALL of Configuration Manager console actions with a
> non-Admin, Sub-Admin like permissions.
>
> Any thoughts or suggestions?  Preferable easy thoughts and/or suggestions.
> ?
>
> Currently running ITSM 5.6; Problem, Change and Asset.  ITSM 7 is not
> really an option at this time
>
> Thanks,
>
>
>
> Elmo Gentry
>
> Remedy Application Development
>
> Business Systems Analyst
>
> United States Postal Service
> 4200 Wake Forest Rd
> Raleigh, NC 27668-9000
> [EMAIL PROTECTED]
>
>
>
> [image: United States Postal Service Logo with Eagle]<http://blue.usps.gov/>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>

Re: Control over Request ID

[Rick Cook]

Correct.  12346 was allocated, but was then discarded before it became a
viewable Incident.

Rick

On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:

> ** Neel
> Let me be bit more clearer. Lets say I have last request ID
> 0012345.I am going ahead with a new ticket. I don't save the
> ticket and cancel it.
> Next I am creating a ticket and saving it then my new request ID will be
> 0012347 instead of 0012346.
>
> My understanding behind this in above scenario is I tried to create a
> instance of the ticket and the Next Reqest ID  is incremented by 1 and when
> i again tried to create a ticket again the Next Reqest ID incremented by 1
> and it gave me the number 0012347.
>
> Is this the way it work ?
>
> --
> Thanks and Regards,
> Ganga Prasad Pattnaik,
> ( Remedy Skilled Professional )
>
>
> On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
>
> > ** I agree with Neel, whose reasons are sound.  The Interface_Create
> > form does not always create an Incident, which is why there are gaps.
> >
> > Rick
> >
> >
> > On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
> > wrote:
> >
> > > Ganga,
> > >
> > > When you say 'requestID generated are not in sequence' - are you
> > > referring to; for example; all the incidents created? If so, that's
> > > how
> > > it works as when you open a new incident and select a customer, it
> > > generated an incident ID and increment the nextID for that module.
> > > However, when user cancels out and doesn't save that incident, the
> > > next
> > > incident created will not be in sequence and have a gap of one. If
> > > many
> > > users in production do that then you'll see the broken sequence and
> > > it's
> > > normal. IF this is the case then I don't think you should be messing
> > > with it.
> > >
> > > Just my $0.02
> > >
> > > Neel Gautam
> > > Accenture - Chicago Delivery Centre
> > > Core Values:Stewardship  *   Best People *
> > > Client Value Creation*   One Global Network  *
> > > Respect
> > > for the Individual   *   Integrity
> > >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> > > Sent: Wednesday, March 05, 2008 10:50 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Re: Control over Request ID
> > >
> > > **
> > > Thanks Rick
> > > In fact issue with me is that the request ID generated are not in
> > > sequence. So can we make the is possible to break the sequence or if
> > > broken then make it in order ?
> > >
> > > Thanks and Regards,
> > > Ganga Prasad Pattnaik,
> > > ( Remedy Skilled Professional )
> > >
> > >
> > > On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]>
> > > wrote:
> > >
> > >
> > >** You can, but should do so carefully.  The nextId column in
> > > the arschema table contains the number of the next Request ID for the
> > > specified form.  Manipulating that manually is done by resetting the
> > > value via SQL command, which should only be done under specific
> > > controlled conditions, which are listed in the Remedy documentation.
> > > Failure to think through the process carefully may result in the form
> > > being unable to accept further entries until the problem is fixed.
> > >
> > >If you want to present a different type of number to customers,
> > > or exercise more control over it, I would recommend that you create
> > > and
> > > use a different field.
> > >
> > >Rick
> > >
> > >
> > >On Wed, Mar 5, 2008 at 8:19 AM, Ganga Prasad
> > > <[EMAIL PROTECTED]> wrote:
> > >
> > >
> > >**
> > >
> > >Hi All
> > >
> > >Do we have any control over the sequence of Request ID
> > > ?
> > > My understanding is that this number us generated automatically. Can
> > > we
> > > control the way it is getting generated ?
> > >
> > >
> > >
> > > This message is for the designated recipient only and may contain
> > > privileged, proprietary, or otherwise private information.  If you have
> > > received it in error, please notify the sender immediately and delete the
> > > original.  Any other use of the email by you is prohibited.
> > >
> > >
> > > ___
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> > > Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > >
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> > html___
>
>
>
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Control over Request ID

[Rick Cook]

You are correct, Thomas, except that ITSM 7 doesn't use Entry IDs on the
Help Desk form the way we're used to.  I've seen this happen myself.
Technically, every Entry ID is represented by a record, but some are created
and discarded before they're viewable by anyone.  I didn't build it...

Rick

On Wed, Mar 5, 2008 at 11:33 AM, Thomas Bean <[EMAIL PROTECTED]> wrote:

> ** Rick,
> This is NOT the normal, default behavior for a the Request ID assignment
> on a standard Remedy form.
>
> Unless there is workflow to get the next ID value prior to saving the
> entry, the default behavior is for the Request ID not to be assigned until
> the entry is initially saved.
>
> In the form properties, is 'Enable Next Request ID Block Size' checked?
> If so, what is the value for the Next Request ID Block Size?
>
> --Thomas
>
>
> - Original Message -
> *From:* Rick Cook <[EMAIL PROTECTED]>
> *Newsgroups:* gmane.comp.crm.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, March 05, 2008 12:38 PM
> *Subject:* Re: Control over Request ID
>
> ** Correct.  12346 was allocated, but was then discarded before it became
> a viewable Incident.
>
> Rick
>
> On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]> wrote:
>
> > ** Neel
> > Let me be bit more clearer. Lets say I have last request ID
> > 0012345.I am going ahead with a new ticket. I don't save the
> > ticket and cancel it.
> > Next I am creating a ticket and saving it then my new request ID will be
> > 0012347 instead of 0012346.
> >
> > My understanding behind this in above scenario is I tried to create a
> > instance of the ticket and the Next Reqest ID  is incremented by 1 and when
> > i again tried to create a ticket again the Next Reqest ID incremented by 1
> > and it gave me the number 0012347.
> >
> > Is this the way it work ?
> >
> > --
> > Thanks and Regards,
> > Ganga Prasad Pattnaik,
> > ( Remedy Skilled Professional )
> >
> >
> > On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]> wrote:
> >
> > > ** I agree with Neel, whose reasons are sound.  The Interface_Create
> > > form does not always create an Incident, which is why there are gaps.
> > >
> > > Rick
> > >
> > >
> > > On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <[EMAIL PROTECTED]>
> > > wrote:
> > >
> > > > Ganga,
> > > >
> > > > When you say 'requestID generated are not in sequence' - are you
> > > > referring to; for example; all the incidents created? If so, that's
> > > > how
> > > > it works as when you open a new incident and select a customer, it
> > > > generated an incident ID and increment the nextID for that module.
> > > > However, when user cancels out and doesn't save that incident, the
> > > > next
> > > > incident created will not be in sequence and have a gap of one. If
> > > > many
> > > > users in production do that then you'll see the broken sequence and
> > > > it's
> > > > normal. IF this is the case then I don't think you should be messing
> > > > with it.
> > > >
> > > > Just my $0.02
> > > >
> > > > Neel Gautam
> > > > Accenture - Chicago Delivery Centre
> > > > Core Values:Stewardship  *   Best People *
> > > > Client Value Creation*   One Global Network  *
> > > > Respect
> > > > for the Individual   *   Integrity
> > > >
> > > > -Original Message-
> > > > From: Action Request System discussion list(ARSList)
> > > > [mailto:[EMAIL PROTECTED] On Behalf Of Ganga Prasad
> > > > Sent: Wednesday, March 05, 2008 10:50 AM
> > > > To: arslist@ARSLIST.ORG
> > > > Subject: Re: Control over Request ID
> > > >
> > > > **
> > > > Thanks Rick
> > > > In fact issue with me is that the request ID generated are not in
> > > > sequence. So can we make the is possible to break the sequence or if
> > > > broken then make it in order ?
> > > >
> > > > Thanks and Regards,
> > > > Ganga Prasad Pattnaik,
> > > > ( Remedy Skilled Professional )
> > > >
> > > >
> > > > On Wed, Mar 5, 2008 at 10:10 PM, Rick Cook <[EMAIL PROTECTED]&

Re: Control over Request ID

[Rick Cook]

Quite true, Thomas - an assumption on my part, based on having asked the
question myself while configuring ITSM 7.  So, Ganga, are you using ITSM 7?

Rick

On Wed, Mar 5, 2008 at 12:11 PM, Thomas Bean <[EMAIL PROTECTED]> wrote:

> ** Hi Rick,
> I don't think Ganga ever said he was using ITSM 7.0 -- he just mentioned
> ARS 7.0.01.
>
> --Thomas
>
>
> - Original Message -
> *From:* Rick Cook <[EMAIL PROTECTED]>
> *Newsgroups:* gmane.comp.crm.arsystem.general
> *To:* arslist@ARSLIST.ORG
> *Sent:* Wednesday, March 05, 2008 1:54 PM
> *Subject:* Re: Control over Request ID
>
> ** You are correct, Thomas, except that ITSM 7 doesn't use Entry IDs on
> the Help Desk form the way we're used to.  I've seen this happen myself.
> Technically, every Entry ID is represented by a record, but some are created
> and discarded before they're viewable by anyone.  I didn't build it...
>
> Rick
>
> On Wed, Mar 5, 2008 at 11:33 AM, Thomas Bean <[EMAIL PROTECTED]> wrote:
>
> > ** Rick,
> > This is NOT the normal, default behavior for a the Request ID assignment
> > on a standard Remedy form.
> >
> > Unless there is workflow to get the next ID value prior to saving the
> > entry, the default behavior is for the Request ID not to be assigned until
> > the entry is initially saved.
> >
> > In the form properties, is 'Enable Next Request ID Block Size' checked?
> > If so, what is the value for the Next Request ID Block Size?
> >
> > --Thomas
> >
> >
> >  - Original Message -
> > *From:* Rick Cook <[EMAIL PROTECTED]>
> > *Newsgroups:* gmane.comp.crm.arsystem.general
> > *To:* arslist@ARSLIST.ORG
> > *Sent:* Wednesday, March 05, 2008 12:38 PM
> > *Subject:* Re: Control over Request ID
> >
> >  ** Correct.  12346 was allocated, but was then discarded before it
> > became a viewable Incident.
> >
> > Rick
> >
> > On Wed, Mar 5, 2008 at 10:32 AM, Ganga Prasad <[EMAIL PROTECTED]>
> > wrote:
> >
> > > ** Neel
> > > Let me be bit more clearer. Lets say I have last request ID
> > > 0012345.I am going ahead with a new ticket. I don't save the
> > > ticket and cancel it.
> > > Next I am creating a ticket and saving it then my new request ID will
> > > be 0012347 instead of 0012346.
> > >
> > > My understanding behind this in above scenario is I tried to create a
> > > instance of the ticket and the Next Reqest ID  is incremented by 1 and 
> > > when
> > > i again tried to create a ticket again the Next Reqest ID incremented by 1
> > > and it gave me the number 0012347.
> > >
> > > Is this the way it work ?
> > >
> > > --
> > > Thanks and Regards,
> > > Ganga Prasad Pattnaik,
> > > ( Remedy Skilled Professional )
> > >
> > >
> > > On Wed, Mar 5, 2008 at 10:36 PM, Rick Cook <[EMAIL PROTECTED]>
> > > wrote:
> > >
> > > > ** I agree with Neel, whose reasons are sound.  The Interface_Create
> > > > form does not always create an Incident, which is why there are gaps.
> > > >
> > > > Rick
> > > >
> > > >
> > > > On Wed, Mar 5, 2008 at 8:57 AM, Neel Guatam <
> > > > [EMAIL PROTECTED]> wrote:
> > > >
> > > > > Ganga,
> > > > >
> > > > > When you say 'requestID generated are not in sequence' - are you
> > > > > referring to; for example; all the incidents created? If so,
> > > > > that's how
> > > > > it works as when you open a new incident and select a customer, it
> > > > > generated an incident ID and increment the nextID for that module.
> > > > > However, when user cancels out and doesn't save that incident, the
> > > > > next
> > > > > incident created will not be in sequence and have a gap of one. If
> > > > > many
> > > > > users in production do that then you'll see the broken sequence
> > > > > and it's
> > > > > normal. IF this is the case then I don't think you should be
> > > > > messing
> > > > > with it.
> > > > >
> > > > > Just my $0.02
> > > > >
> > > > > Neel Gautam
> > > > > Accenture - Chicago Delivery Centre
> > > > > Core Values:Stewardship  *   Best People

Re: Very Simple Question

[Rick Cook]

Did you try using *Rplcmnt Access Card Count + 1* in a Set Fields?

Rick

On Wed, Mar 5, 2008 at 12:55 PM, Louis Cobuccio <[EMAIL PROTECTED]>
wrote:

> Okay guys I have a real easy one for you.
>
> We are running AR System 7.0.1 patch 006 in a Windows environment.   I
> am
> trying to build an active link which needs to add "1" to the current
> value
> in an integer field on a form when the criteria is met.   I can't for
> the
> life of me figure out the syntax needed to accomplish this.  Any help
> would
> be great; the field name is Rplcmnt Access Card Count.
>
> Thank you guys,
> Lou
>
>
> ___
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
> Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
>

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Re: Question: ITSM 7 (patch 6) - Migration

[Rick Cook]

Chris, you know Don better than I do, but I thought that Don preferred to
use the Effective Datalink tool over the BMC one, especially for maintenance
data updates.  Have either of you found it useful for migration purposes vs.
other means?

Rick

On Mon, Mar 10, 2008 at 8:18 AM, T. Dee <[EMAIL PROTECTED]> wrote:

> Thanks!
>
> On 3/10/08, strauss <[EMAIL PROTECTED]> wrote:
> > Don McClure can answer this in _much_ more detail, but he was able to
> > extract some of the foundation data from development, insert it in the
> > spreadsheets for loading via the Foundation Data Management Tool, and
> > get it validated and promoted.  I know we used it for loading Company,
> > People Organization, Location, Support Group, Business Time, and
> > Operational and Product Catalogs. There are so many problems with that
> > particular tool, however, that you may find that it is more trouble than
> > it is worth.  We found it useful in that if we did not like how the data
> > laid down we just restored the db to the previous snapshot, adjusted the
> > data, and tried again.
> >
> > Christopher Strauss, Ph.D.
> > Call Tracking Administration Manager
> > University of North Texas Computing & IT Center
> > http://itsm.unt.edu/
> >
> > > -Original Message-
> > > From: Action Request System discussion list(ARSList)
> > > [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> > > Sent: Monday, March 10, 2008 10:04 AM
> > > To: arslist@ARSLIST.ORG
> > > Subject: Question: ITSM 7 (patch 6) - Migration
> > >
> > > I'm curious as to how others are migrating their foundation
> > > data / setup data for ITSM 7 from their Development Server to
> > > their Production Server.
> > >
> > > Thanks!
> > >
> > > __
> > > _
> > > UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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> > >
> > >
> >
> >
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Re: Quick update on AR System 7.5.00

[Rick Cook]

I would agree with Scott.  I was prepared for a learning curve in the 1 week
range, but after seeing it, it's probably more in the 1 day range, and that
would include installation and enough familiarity to be useful.  Of course,
we'll all probably try to do some things the "old" way a few times before
realizing that there is a better way!

In terms of functionality, we should see some welcome and long-desired
increases.  I think once a developer really gets the tool customized the way
(s)he wants it, it would probably be more productive than the current one in
short order.

Rick

On Mon, Mar 10, 2008 at 2:34 PM, Scott Parrish <[EMAIL PROTECTED]>
wrote:

> **
>
> Joe,
>
> I know you didn't ask me but. . . I saw the demonstration of the new Admin
> Tool at BMC UserWorld and I was basically blown away. I think you'll like
> the enhancements and I would suggest the learning curve would be "minimal"
> at best. I do not come from a traditional programming background and have
> never used Eclipse, but from what I saw in the demo, the new tool appears to
> be very easy to use. I would say that on a scale of 1-10 (10 obviously being
> extremely different) I would put it at a 10 (and, in my mind, that's
> actually a GOOD thing).
>
>
>
> Scott Parrish
>
> IT Prophets, LLC
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Joe D'Souza
> *Sent:* Monday, March 10, 2008 5:22 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Quick update on AR System 7.5.00
>
>
>
> David,
>
>
>
> This may have been discussed before but if it has I have missed it.
>
>
>
> Interface-wise, on a scale of 1 to 10, how different will the Eclipse
> based Admin tool be from the current one? The aim of my question is to get
> an insight into there'll there be a significant learning curve involved for
> those of us who have been working for a while on the AR System?
>
>
>
> Joe
>   __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: This is the end...

[Rick Cook]

We wish you well, Jarl.  I'm sure you'll be as valuable to that community as
you have been to ours.  I will miss your professional wisdom as well as your
company at RUGs.

Rick

On Tue, Mar 11, 2008 at 11:04 AM, Jarl Grøneng <[EMAIL PROTECTED]>
wrote:

> I start working for a new company next month, moving over to a
> technical architech role with focus on integrations and middleware
> (yes, SOA). Just what I've done the last years :-)
>
> Keep up the good work, and remember with version 7.5 all your dreams
> will come trough :-)
>
>
>
> No one mentioned, no one forgotten
>
> Regards,
> Jarl
>
>
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Re: Removing Pending status as a choice

[Rick Cook]

Well, here's a third option.  Create an Active Link that fires when the
status is changed to Pending.  Make the actions whatever you want - a
message explaining to the user that Pending is verboten, changing Status to
something else, whatever.  I would also make a Filter that validates the
value, to handle entry from outside the client.

Rick

On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Status
> Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
> Items.  As well don't forget to get them to the hidden field Status
> Reason.
>
> As well remember about the Process Flow you have to modify the records
> in VIS:ProcessAcceleratorItem - set the status to offline for the ones
> you don't want and add new records for new Pending Statuses.
>
> Hope that helps.
>
> Ty
>
>
> On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hey everyone-
> >
> >
> >
> > 7.0
> >
> > SQL
> >
> > Windows 2000
> >
> >
> >
> > We have a requirement to get rid of Pending as a status on CHG.  There
> are a
> > couple of ways I can think of offhand to do it but I wanted some
> advice
> > first.
> >
> >
> >
> > First option, delete the status pending from the field and give custom
> IDs
> > to the other choices so the number is skipped and the other choices
> don't
> > get moved up in the list.
> >
> >
> >
> > Second option, hide the status field, make a new status field with
> only the
> > choices we want and then do a 'set fields' action on save and modify
> to the
> > original hidden status field.
> >
> >
> >
> > My main concern is the "wizard"- how to handle that part.  I haven't
> really
> > looked t it yet though- it may be simple.
> >
> >
> >
> > Any advice/thoughts on how best to handle this?
> >
> >
> > Thanks,
> > Chris__Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers
> Are"
> > html___
>
> 
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Re: ARS 7.1 p001 start up time?

[Rick Cook]

That depends largely on the plugins you have in place.  Look at your SLM
plugin as a potential culprit.  Turn off the brie and see if your startup
time changes.

Rick

On Wed, Mar 12, 2008 at 9:54 AM, William Rentfrow <
[EMAIL PROTECTED]> wrote:

> ** I'm curious how long it is taking people to start up AR Server 7.1patch 
> 001 on Solaris or other versions of UNIX.
>
> We only have 3 apps installed - CMDB 2.1, IM 7.0.03, and SLM 7.1.  The
> server startup time is ~10 minutes.  This is for an out-of-the box install
> with no obvious changes to it - except that we have configured the normal
> ports/queues/etc that would be the obvious culprits.
>
> Support (while dealing with another issue) thinks we have performance
> problems.  Processor utilization is < 5% so I don't know what could be
> holding this up exactly.  When the server is up it appears to function
> properly.
>
> Also - we have two identical installations and the startup time on them is
> about the same.
>
> William Rentfrow, Principal Consultant
> [EMAIL PROTECTED]
> C 701-306-6157
> O 952-432-0227
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: What specifically breaks upgrades?

[Rick Cook]

Remember that in AR Server 7.1, licenses are treated differently.  I noticed
that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user licenses
didn't get converted - only the Server license did.  I would take a backup
of my license file and my ar.conf file, to ensure that I can quickly restore
anything that might not get upgraded correctly.

Are you asking about ITSM as well?

Rick

On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>  __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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New ARS 7.1 feature I didn't see in the Release Notes

[Rick Cook]

On a 7.1 server, select a group of workflow objects, right-click, and select
Edit.  What you get will include an Advanced tab, which allows you three
options:

PREFIX - add a prefix to the names of the objects.
APPEND - add a suffix to the names of the objects.
REPLACE - replace string A with string B.

Nice!  Thanks, BMC!

Rick

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Re: What specifically breaks upgrades?

[Rick Cook]

Good advice, Joe, except that AFAIK, archgid isn't available for v7.1 yet -
if it ever will be.  I don't think the 7.0 one will work against 7.1.

Rick

2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:

> ** Allen,
>
> I would put using reserved field ranges to create your custom fields to be
> a number 1.. By reserved I do not mean AR System reserved but the ones that
> Remedy Developers use for their application.. If in case you have created
> custom fields and using their range that they usually create fields from,
> then in the event that they use the same ID, it could break your upgrade..
>
> I would say the same thing for using the immediately available user
> range.. Avoid those too.. I have seen Remedy engineering using some of those
> fields for trim fields etc. too in the past, as they do not bother to give
> those trim fields a specific ID.. stay clear of those.. use ranges above the
> 6, 7 or 8 million range.. That way you could be sure that they would not
> invade that range..
>
> In case you have already done the above, I would use the archgid to
> correct the problem and give your fields an ID on or above the 6 million
> range..
>
> Cheers
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Moore, Christopher Allen
> *Sent:* Wednesday, March 12, 2008 12:56 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* What specifically breaks upgrades?
>
> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___

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Re: Removing Pending status as a choice

[Rick Cook]

Well, the obvious reason is that it numerically re-orders the values below
it in the field.  If you don't know about that, you should before deleting
the value.  There's likely to be workflow that will perform unpredictably if
you were to delete the value.

You could, however, change the text of the Pending value to say something
like "Don't Select" or something, without affecting any workflow.

There is another, more drastic step you might consider, though I think it's
overkill for your situation.  Make the Status field read-only, and change
the values via workflow, only when certain criteria are met.  That way,
users can never select any value.

Another long term change, though one that would have to be accounted for in
any upgrade, is to change the nature of the field (by using a different
field) so that the field values didn't use the ID Enumeration value of
Linear (a 7.0 function).  By using a enum field with the value of Custom,
you can remove a value without affecting the numerical representation of the
other values.  But doing that with the existing field won't help you, since
those values are already linear.  So you would have to create another Status
field with the values you want, and then change ALL of the workflow (and
there's tons of it) that touches the Status field.  Again, that seems like
massive overkill for a problem with far more simple solutions available.

Rick

On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Hey Rick-
>
>
>
> Thanks for the response!
>
>
>
> And error message was an initial consideration as well, but one we'd like
> to avoid.  It seems messy to the customer if there is an option in the list
> they can't use.  If there's a good reason not to do it either of the other
> ways I mentioned though (potential upgrade issues down the road) then the
> pop-up error message may be the best choice.  Any reason you can think of to
> not take it out of the drop down via another method?
>
>
>
> Thanks!
>
> Chris
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 11:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Removing Pending status as a choice
>
>
>
> ** Well, here's a third option.  Create an Active Link that fires when the
> status is changed to Pending.  Make the actions whatever you want - a
> message explaining to the user that Pending is verboten, changing Status to
> something else, whatever.  I would also make a Filter that validates the
> value, to handle entry from outside the client.
>
> Rick
>
> On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a status at all.  Unfortunately (in this
> case) It's an attribute of the field, not a menu.  The only way I can
> think of to do that are the 2 I listed, but I'm open to other options!
>
> Chris
>
> -Original Message-
> From: Action Request System discussion list(ARSList)
> [mailto:[EMAIL PROTECTED] On Behalf Of T. Dee
> Sent: Wednesday, March 12, 2008 11:05 AM
> To: arslist@ARSLIST.ORG
> Subject: Re: Removing Pending status as a choice
>
> Do not delete the Pending Statuses - mark them offline in SYS:Status
> Reason Menu Items.  Simply add new ones to the SYS:Status Reason Menu
> Items.  As well don't forget to get them to the hidden field Status
> Reason.
>
> As well remember about the Process Flow you have to modify the records
> in VIS:ProcessAcceleratorItem - set the status to offline for the ones
> you don't want and add new records for new Pending Statuses.
>
> Hope that helps.
>
> Ty
>
>
> On 3/12/08, Moore, Christopher Allen <[EMAIL PROTECTED]>
> wrote:
> > **
> >
> >
> > Hey everyone-
> >
> >
> >
> > 7.0
> >
> > SQL
> >
> > Windows 2000
> >
> >
> >
> > We have a requirement to get rid of Pending as a status on CHG.  There
> are a
> > couple of ways I can think of offhand to do it but I wanted some
> advice
> > first.
> >
> >
> >
> > First option, delete the status pending from the field and give custom
> IDs
> > to the other choices so the number is skipped and the other choices
> don't
> > get moved up in the list.
> >
> >
> >
> > Second option, hide the status field, make a new status field with
> only the
> > choices we want and then do a 'set fields' action 

Re: What specifically breaks upgrades?

[Rick Cook]

Well, then there are two other things to take into account.  Others will
probably think of more.

1)  The Task patch hasn't been upgraded at all, and would have to be
re-installed, as would your fixes to it to make it functional.
2)  Be wary of the patch contents.  Engineering is doing a better job of
late, but not too long ago they seemed to be trying to spell Quality without
QA.  Test the snot out of whatever you upgrade to, and don't assume that
anyone else has.

Rick

On Wed, Mar 12, 2008 at 10:38 AM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Yes- we're planning to update to the newest versions of all the ITSM apps.
>  Thanks all of you for your advice!
>
>
> Chris
>
>
>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 12:10 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What specifically breaks upgrades?
>
>
>
> ** Remember that in AR Server 7.1, licenses are treated differently.  I
> noticed that when upgrading from 6.3 to 7.1 (patch 2) on Linux, the user
> licenses didn't get converted - only the Server license did.  I would take a
> backup of my license file and my ar.conf file, to ensure that I can
> quickly restore anything that might not get upgraded correctly.
>
> Are you asking about ITSM as well?
>
> Rick
>
> On Wed, Mar 12, 2008 at 9:56 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> **
>
> Hey everyone-
>
>
>
> I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done some
> modifications to the system, but nothing too drastic.  Form changes,
> additional workflow, but (as far as I know) no changes to the BMC OOTB
> workflow.
>
>
>
> What sorts of changes specifically are problematic when upgrading?
>
>
>
> Windows Server
>
> SQL DB
>
>
>
> Thanks!
>
> Chris
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
>
>
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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> html___

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Re: New ARS 7.1 feature I didn't see in the Release Notes

[Rick Cook]

Well, you may be right, but I didn't see it listed in the 7.0 release notes,
either.  Since I've been working with 7.0 for a while, I don't know why I
didn't notice it before now.

Rick

On Wed, Mar 12, 2008 at 10:41 AM, Thad K Esser <[EMAIL PROTECTED]> wrote:

> **
> I think that was first introduced with the 7.0 admin tool.  I didn't do
> extensive testing, but I remember installing the 7.0 admin tool
> specifically to use that feature against a 6.3 server, and it worked for
> what I was doing.  I know what you're thinking, "bad Thad... don't mix
> server/admin tool versions."
>
> *Thad Esser*
> Remedy Developer
> "*Argue for your limitations, and sure enough, they're yours."*-- Richard
> Bach
>
>
>  *"Rick Cook" <[EMAIL PROTECTED]>*
> Sent by: "Action Request System discussion list(ARSList)" <
> arslist@ARSLIST.ORG>
>
> 03/12/2008 10:35 AM
>  Please respond to
> arslist@ARSLIST.ORG
>
>   To
> arslist@ARSLIST.ORG  cc
>   Subject
> New ARS 7.1 feature I didn't see in the Release Notes
>
>
>
>
> ** On a 7.1 server, select a group of workflow objects, right-click, and
> select Edit.  What you get will include an Advanced tab, which allows you
> three options:
>
>
> PREFIX - add a prefix to the names of the objects.
> APPEND - add a suffix to the names of the objects.
> REPLACE - replace string A with string B.
>
> Nice!  Thanks, BMC!
>
> Rick
> __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
> html___
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> ***IMPORTANT NOTICE: This communication, including any attachment,
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> solely for the entity or individual to whom it is addressed. If you are not
> the intended recipient, you should delete this message and are hereby
> notified that any disclosure, copying, or distribution of this message is
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Re: What specifically breaks upgrades?

[Rick Cook]

Must be a Windows thing.  It is not installed with AR System or Email on
Linux RHEL.  That's using the 7.1.0 patch 2 installs.

Rick

On Wed, Mar 12, 2008 at 11:38 AM, Joe D'Souza <[EMAIL PROTECTED]> wrote:

> ** Rick,
>
> It is released to the best of my knowledge.. It usually gets installed
> with the Email installation of 7.1?
>
> These are the initial results I get if I run it which sounds like it is
> the new version..
>
> E:\Program Files\AR System\AREmail\KCH1D001>archgid
> Action Request System  Change ID Utility   Version 7.1.00 Build
> 200707311333
> (c) Copyright 2002-2007 BMC Software, Inc.
>
>
> Enter user name:
>
> I haven't used this version of it to say if it works or not but I would
> assume it should..
>
> Cheers
>
> Joe
>
> -Original Message-
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 2:11 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: What specifically breaks upgrades?
>
> ** Good advice, Joe, except that AFAIK, archgid isn't available for v7.1yet - 
> if it ever will be.  I don't think the
> 7.0 one will work against 7.1.
>
> Rick
>
> 2008/3/12 Joe D'Souza <[EMAIL PROTECTED]>:
>
> > ** Allen,
> >
> > I would put using reserved field ranges to create your custom fields to
> > be a number 1.. By reserved I do not mean AR System reserved but the ones
> > that Remedy Developers use for their application.. If in case you have
> > created custom fields and using their range that they usually create fields
> > from, then in the event that they use the same ID, it could break your
> > upgrade..
> >
> > I would say the same thing for using the immediately available user
> > range.. Avoid those too.. I have seen Remedy engineering using some of those
> > fields for trim fields etc. too in the past, as they do not bother to give
> > those trim fields a specific ID.. stay clear of those.. use ranges above the
> > 6, 7 or 8 million range.. That way you could be sure that they would not
> > invade that range..
> >
> > In case you have already done the above, I would use the archgid to
> > correct the problem and give your fields an ID on or above the 6 million
> > range..
> >
> > Cheers
> >
> > Joe
> >
> > -Original Message-
> > *From:* Action Request System discussion list(ARSList) [mailto:
> > [EMAIL PROTECTED] Behalf Of *Moore, Christopher Allen
> > *Sent:* Wednesday, March 12, 2008 12:56 PM
> > *To:* arslist@ARSLIST.ORG
> > *Subject:* What specifically breaks upgrades?
> >
> > **
> >
> > Hey everyone-
> >
> >
> >
> > I'm putting together a plan to upgrade from 7.0 to 7.1.  We have done
> > some modifications to the system, but nothing too drastic.  Form changes,
> > additional workflow, but (as far as I know) no changes to the BMC OOTB
> > workflow.
> >
> >
> >
> > What sorts of changes specifically are problematic when upgrading?
> >
> >
> >
> > Windows Server
> >
> > SQL DB
> >
> >
> >
> > Thanks!
> >
> > Chris
> >
> > __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
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Re: Removing Pending status as a choice

[Rick Cook]

Well, as long as the workflow goes both ways, I suppose that would work.
Good idea!

Rick

On Wed, Mar 12, 2008 at 12:12 PM, Moore, Christopher Allen <
[EMAIL PROTECTED]> wrote:

> **
>
> Rick-
>
>
>
> A variation of your last suggestion is the one I was originally leaning
> more towards.  I knew I couldn't just delete the status because the other
> options would just get moved up the list and get new numbers (unless I
> changed the numbering to custom), but I don't like the idea of doing that.
>  What I was thinking should work would be to hide the status field and make
> a new one in it's place that only has the options we want in it.  I can then
> set that value into the real status field on save or modify with a low
> execution number.  That way I wouldn't have to change any of the other
> workflow, except possibly the "wizard" stuff.
>
>
> Any reason why that wouldn't work?
>
>
> Chris
>
>
>
>
>
> *Chris Moore*  |  Remedy Developer  |  GOIS
>
> Unisys  |  9500 Metric Blvd  |  Austin TX 78758  |  512 719-9682
>
>
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>  --
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 1:53 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Removing Pending status as a choice
>
>
>
> ** Well, the obvious reason is that it numerically re-orders the values
> below it in the field.  If you don't know about that, you should before
> deleting the value.  There's likely to be workflow that will perform
> unpredictably if you were to delete the value.
>
>
> You could, however, change the text of the Pending value to say something
> like "Don't Select" or something, without affecting any workflow.
>
> There is another, more drastic step you might consider, though I think
> it's overkill for your situation.  Make the Status field read-only, and
> change the values via workflow, only when certain criteria are met.  That
> way, users can never select any value.
>
> Another long term change, though one that would have to be accounted for
> in any upgrade, is to change the nature of the field (by using a different
> field) so that the field values didn't use the ID Enumeration value of
> Linear (a 7.0 function).  By using a enum field with the value of Custom,
> you can remove a value without affecting the numerical representation of the
> other values.  But doing that with the existing field won't help you, since
> those values are already linear.  So you would have to create another Status
> field with the values you want, and then change ALL of the workflow (and
> there's tons of it) that touches the Status field.  Again, that seems like
> massive overkill for a problem with far more simple solutions available.
>
> Rick
>
> On Wed, Mar 12, 2008 at 10:21 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> **
>
> Hey Rick-
>
>
>
> Thanks for the response!
>
>
>
> And error message was an initial consideration as well, but one we'd like
> to avoid.  It seems messy to the customer if there is an option in the list
> they can't use.  If there's a good reason not to do it either of the other
> ways I mentioned though (potential upgrade issues down the road) then the
> pop-up error message may be the best choice.  Any reason you can think of to
> not take it out of the drop down via another method?
>
>
>
> Thanks!
>
> Chris
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> [EMAIL PROTECTED] *On Behalf Of *Rick Cook
> *Sent:* Wednesday, March 12, 2008 11:54 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Removing Pending status as a choice
>
>
>
> ** Well, here's a third option.  Create an Active Link that fires when the
> status is changed to Pending.  Make the actions whatever you want - a
> message explaining to the user that Pending is verboten, changing Status to
> something else, whatever.  I would also make a Filter that validates the
> value, to handle entry from outside the client.
>
> Rick
>
> On Wed, Mar 12, 2008 at 9:43 AM, Moore, Christopher Allen <
> [EMAIL PROTECTED]> wrote:
>
> Hey Ty-
>
> I'm not trying to delete the status reasons- I don't want the option for
> people to choose Pending as a