Re: question

** Have you asked why they have reservations about custom apps?  Could be bad past experiences, other customer stories, etc.Axton GramsOn 11/8/06, Rocky Rockwell <[EMAIL PROTECTED]> wrote:Hi folks, Question; Has anyone had issues with there IT manager not wanting todevelop new apps using remedy?I

Performance OracleDB

** Hi List   I am having problems with my performance DB.   Does somebody have any advice or experience to improve the performance DB when Remedy execute queries ???   My environemnt is: Oracle 9i R2 on Red Hat Linux Enterp. 3. Remedy ARS 6.3   Does somebody know some parameters or something

question

Hi folks, Question; Has anyone had issues with there IT manager not wanting to develop new apps using remedy? I just to see if this no development is local to me or wide spread. -- *Rocky* Rocky Rockwell eMA Team – Remedy Developer [EMAIL PROTECTED] Ph#1: 214-567-

Re: Question about ITSM 7.0

** Hi,Mike Thanks for your suggestion,I have got the patched and solved the problem.   Best Regards, Eric Cai  2006/11/7, Mike Gould <[EMAIL PROTECTED]>: ** Eric,   Contact Remedy Support and they can provide you with a patched .dll file that corrects the RPC Time Out issue.   Regards, Michae

Re: Help Desk Designs

** As I have to remind seemingly continuously my requesters… Business Requirements can be translated into Implementation Specifications, which can then be utilized to Build the System.   It sounds like you are, as I also say all the time, pushing the cart on the road with leaving the hors

Re: OT:Interesting ITSM7 Observations OR Why would they do that?

Hi Natarajan: Sure, you can do that - but from a useability standpoint, why would you? Then you have multiple variations of the same company, which in turn, takes away consistency (and would skew any potential reporting you may want to perform). From: "Natarajan, Magesh" <[EMAIL PROTECTED

Re: Auto close issue

This might be the exact issue. If it were what steps should I take to resolve this issue. Something must of switched when we migrated to 6.3 from 5.0. katherine ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.

Re: Auto close issue

Thanks I will try that... I am running 6.3. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"

Re: OT:Interesting ITSM7 Observations OR Why would they do that?

The Product Name/Manufacturer combination needs to be unique. You can have the same product name for 2 different manufactures though. For example, below are 2 valid entries T1 = Hardware T2 = Server T3 = Windows Product = Proliant Mfg = Dell Computer Corp. Ex: Computer System Class T1 = Hardwa

Re: Auto close issue

** Hello Katherine   Is the 'case type' field value for these tickets is selected as 'problem'. This value will set 'Incident ID' field on 'HPD:HelpDesk' form to 'Original' and the Run-if qualification for 'HPD:HPD-AutoClose' escalation will fail. So the resolved tickets cannot be closed.   Tha

Re: Help Desk Designs

** Performance should be on top of all priorities when you are rolling out your application to an external customer/user. Internal users might have to live with average performance as they are literally 'forced' to use your application but not the external user.. External users would not spend mor

Re: OT: ITSM7 downloads on supportweb (or whatever it's called)

Hrm... I'd rather not... but I can tell you that I contacted my escalation contact at BMC/Remedy to get the ball rolling. I was going to point you at the page listing the appropriate contacts on the new support site, but I can't seem to find it. I thought it was attached to the SLA definitions

Help Desk Designs

** Hi,   I am redesigning our help desk application.  Are there any utilities or design ideas posted on the web to which give us a fresh look at redesigning say the Help Desk application? Any def files with auditing ideas?   It would be great if there were because the better the interface look

Re: OT: ITSM7 downloads on supportweb (or whatever it's called)

Inquiring minds want to know. Does the "someone in the know" have a name? (if you're allowed to say) Michelle -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Worthington Sent: Wednesday, November 08, 2006 7:34 AM To: ar

Benefits of upgrading to ARS 7

Title: Benefits of upgrading to ARS 7 ** We are currently using the unix server version 6.0.3 with unix clients version 4.5 (I know the unix clients are unsupported) and I have recommended upgrading to server version 7 and using the mid-tier for the client.  My management is concerned that th

Re: Auto close issue

** Hi Katherine,   You're not telling us what version you're on so we can't tell if our answers will be exactly right.  But you might start by checking the escalations that run to perform the auto-close (maybe named CHG:CHG-AutoClose and HPD:HPD-AutoClose).  Make sure they are enabled and the time

Re: Tracking Vitrual Servers in Remedy AM 5.6

Title: Tracking Vitrual Servers in Remedy AM 5.6 ** We were also thinking that is the best short term solution to track them as Assets but what Asset ID do you set for a VM server? They are not really servers.  They are essentially just files that you setup and can copy and move to one physic

Re: Need Row level access on Helpdesk Form by Remedy

** Yes it can be used and a character Field with ID 112 is what you need to create on the form to be able to enable it and off course remove public permissions over field ID 1 and have groups that are meant to see the ticket permitted to Field ID 1..   Field 112 must contain the names of all the g

Re: Looking for recommendations on Remedy training locations

** By Jove, I believe you're right - Tri-tip steak sandwiches with salsa and some cilantro cream sauce.  (drool...) Best.  Sandwich.  Ever.  Rick  On 11/8/06, Tony Worthington <[EMAIL PROTECTED]> wrote: Rick -Are you thinking of Red Smoke Grill .. the one across from Starbucks/JambaJuice? --Ton

Re: Question: Group Name / Employee Name Change in CSS Time Out

** … not changing the group names as there is no way I know of that you can stop the recaching.   What I was getting at is that it’s not a workflow issue.   I’m not sure if the recache time is different depending on the group type, you could experiment with that.   Otherwise you’ll ne

Re: Installing AR 7.0 fresh install...

** They aren't using Asset.. just inventory..  Joe. - Original Message From: Colleen M. Eilbert <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Wednesday, November 8, 2006 11:56:51 AMSubject: Re: Installing AR 7.0 fresh install... You definitely need CMDB before Asset, etc. because it's a

Re: Question: Group Name / Employee Name Change in CSS Time Out

** …and the fix / work-around is?   //SIGNED// CRAIG J. CARTER From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Wednesday, November 08, 2006 11:17 AM To: arslist@ARSLIST.ORG Subject: Re: Question: Group Name /

Re: OT: Restart RPC on Redhat Linux... (Resolved)

** Thanks Rick..   I think that was it - I got the Linux admin guy around this morning and he fixed it..   Joe - Original Message From: Rick Parry <[EMAIL PROTECTED]>To: arslist@ARSLIST.ORGSent: Wednesday, November 8, 2006 10:57:41 AMSubject: Re: OT: Restart RPC on Redhat Linux...** Hell

Re: Tracking Vitrual Servers in Remedy AM 5.6

Title: Tracking Vitrual Servers in Remedy AM 5.6 ** Are you using Topology to track the relationships?  I know it is very lacking in 5.6.  We have the virtual devices in as "Main Assets", since we treat them as such.  They all have the same life cycle that physical assets have.  Also, we can

Re: Looking for recommendations on Remedy training locations

Rick - Are you thinking of Red Smoke Grill .. the one across from Starbucks/Jamba Juice? -- Tony Worthington [EMAIL PROTECTED] 262-703-5911 Rick Cook <[EMAIL PROTECTED]> Sent by: "Action Request System discussion list(ARSList)" 11/08/2006 09:51 AM Please respond to arslist@ARSLIST.ORG

Auto close issue

HI.. I just discovered an issue while printing out my monthly metrics. I noticed that I only had resolved tickets for the entire month. No closed tickets. My auto-close setting is set for 1 day. What else have I missed? Katherine. _

Re: Question: Group Name / Employee Name Change in CSS Time Out

** I think you’ll find that this is a server caching issue.   Changes to groups cause the server to recache and it’s this that’s causing the timeouts.   From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Carter, Craig J Civ ARPC/DPD Se

Re: Looking for recommendations on Remedy training locations

** Totally agree - Summerfield is great if you can afford it, old town Pleasanton is beautiful, and I've never had a bad meal anywhere in that town.  Try the Blue Agave for great Mexican, too.  And there's a little sandwich shop across the street from the training center that serves a steak sandwic

Re: OT:Interesting ITSM7 Observations OR Why would they do that?

Hi Scott: Other little things that I've seen Add a T1, T2, T3, Product & Mfg to a Class. Ex: Computer System Class T1 = Hardware T2 = Server T3 = Windows Product = Proliant Mfg = Dell Computer Corp. Create a new Product Categorization with a different T1, T2, T3, but the same Product & M

Re: Tracking Vitrual Servers in Remedy AM 5.6

** Seems like Logical System Components would be a good place for them, and that's in the 1.1 CDM.   Rick  On 11/8/06, Lammey, Peter A. <[EMAIL PROTECTED]> wrote: ** A Sever support person asked our Remedy team a good question about handling Virtual servers in regards to Asset Management tracking

Re: Installing AR 7.0 fresh install...

You definitely need CMDB before Asset, etc. because it's a pre-req. It's also a good idea to load Asset next because you can verify that the CMDB extensions got loaded ok before you continue on with the next install. If for some reason the CMDB extensions don't autoload (they should), then yo

Re: Login Name Selection List

Thanks so much. That really helped. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"

OT:Interesting ITSM7 Observations OR Why would they do that?

Some observations I have made as I traverse the minefield known as ITSM 7.0: 1. Although BMC has gone to great pains to remove the terms Category, Type and Item throughout forms and workflow in ITSM 7, the Product Categorization fields on the Asset forms still have database names of Category, Type

Re: Looking for recommendations on Remedy training locations

I've only been to Maryland. Lenny is 'da man, but he only teaches certain classes now. I had Rob Pack for my Admin 2 class and Sam Cerrato for my Admin 3 class. Both were good, and Lenny came in to say hi and answer any questions that we may have had. If you do go to Maryland, please, please, p

Question: Group Name / Employee Name Change in CSS Time Out

** ARS 6.3 P16 CSS 5.0.1 SQL Server 2000   Has anyone had experience updating group names when there are a lot of assigned issues against those groups?  When set up, our group names included the phone number suffix to make it easy for the agent to contact that group as needed and when t

Re: OT: Restart RPC on Redhat Linux...

** Hello Joe,   /sbin/portmap is the command on SuSE Linux. From your error it looks like the portmapper is not running.   Take care,   Rick  >>> Joe DeSouza <[EMAIL PROTECTED]> 11/7/2006 7:15 PM >>> Anyone knows how to restart the RPC deamon on a Redhat Linux box? The rpcbind -w that I use on

Tracking Vitrual Servers in Remedy AM 5.6

Title: Tracking Vitrual Servers in Remedy AM 5.6 ** A Sever support person asked our Remedy team a good question about handling Virtual servers in regards to Asset Management tracking and Change ticket relationship. Our infrastructure teams want to be able to track changes to Virtual servers

Re: Remedy running under Edge Technology Portal (UNCLASSIFIED)

** Classification: UNCLASSIFIED Caveats: NONE Hello again,   I didn’t get much on my first message so I’ll ask:   What front-end portal products does everyone use?   Thanks again up-front, Gordon M. Frank Lockheed Martin   From: Frank, Gordon M Mr NISO/Lockheed Mart

Re: Looking for recommendations on Remedy training locations

Never been to the CA one, but the MD facility is nice and you get LENNY Or at least in person exposure to Lenny! Close to Baltimore and the sites there too. We took a trip to the Inner Harbor one night for dinner. Did I mention you may get LENNY WARREN as your instructor??? -Original

Re: Looking for recommendations on Remedy training locations

If you go to Pleasanton, make sure to stay at the Summerfield Suites on Chabot Drive. It is literally right across the street from the Remedy offices. Mention BMC when you book to get the BMC rate. Make sure to have dinner at least once at Baci in Old Town Pleasanton. If you rouse yourself fr

Re: Installing AR 7.0 fresh install...

** When I installed it I followed the order from page 38 of the Installation Guide.  The final conclusion is as follows:   Install Order J2SE Java Runtime Environment (JRE) ARS(Not forced, but Reboot anyway!) Administrator Install License User Midtier(Reboot) CMDB CMBD Extention CI Relationship V

Re: Installing AR 7.0 fresh install...

Based on the ITSM install guide: CMDB Approval Assignment ITSM applications Help files. -- Jarl On 11/8/06, Tony Worthington <[EMAIL PROTECTED]> wrote: Joe - Based on a document I have from Professional Services: ARS 7 Clients Approval Assignment CMDB Mid-Tier Asset w/o DSL Incident w/o DSL P

Re: Authentication of Remedy via AD

** Roney,   Can you share how you setup your Peoplesoft integration.   thanks, Brian From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Roney SamuelSent: Tuesday, November 07, 2006 7:18 PMTo: arslist@ARSLIST.ORGSubject: Re: Authentication of Remedy

Re: Looking for recommendations on Remedy training locations

Either of the BMC locations (Columbia or Pleasanton) are good, but of the two, I prefer Pleasanton. On Partner locations, EMS has a nice facility in Clearwater, FL. The view is awesome and being on the Gulf Coast beach isn't a bad perk. Tim -Original Message- From: Action Request System

Re: Data is not resolved during a Set Field action

Hui-Qing Bao, There currently is not an "Eval" type function in ARS. (Although it has been asked for for years and by multiple customers.) I think your only option is to do the substitutions yourself. Here is what I would suggest. When the users are building the Policy records you need to keep

Re: Installing AR 7.0 fresh install...

Joe, Check out Kelly Deaver's post from 7.24.2006 entitled: 7.0 Installation. rp Joe DeSouza wrote: > Noted and thanks for your input.. > > For some reason I thought it was supposed to be the last application that you > have to install.. after all other ITSM applications... > > Joe D'Souza > Re

Re: Looking for recommendations on Remedy training locations

If you can come to Maryland and get Lenny Warren as your instructor - you will surely get more bang for your buck! Kim Olds Sr. User Support Specialist - Help Desk Anne Arundel County Public Schools Phone 410-222-5254 Fax 410-222-5611 -Original Message- From: Action Request System discuss

Re: OT: ITSM7 downloads on supportweb (or whatever it's called)

Thanks for the response Mike. It appears something got screwed up with our support id's and BMC OIF's as everything on our license shelf is out of whack as well. I was able to reach "someone in the know" and will hopefully be re-dowloading/licensing everything I need later this week. -tony -

Re: Installing AR 7.0 fresh install...

Joe - Based on a document I have from Professional Services: ARS 7 Clients Approval Assignment CMDB Mid-Tier Asset w/o DSL Incident w/o DSL Problem Change w/o DSL SLM Import DSL I usually do email between Assignment & CMDB. Hope that helps. -tony -- Tony Worthington [EMAIL PROTECTED] 262-70

Re: Looking for recommendations on Remedy training locations

** I love the Pleasanton area - it's very nice, usually not bad weather, lots of lunch places a short walk away, and sometimes you can get a tour of the support center.  Never been to the MD one.   Rick  On 11/8/06, Tom L <[EMAIL PROTECTED]> wrote: I am looking for recommendations for Remedy traini

Looking for recommendations on Remedy training locations

I am looking for recommendations for Remedy training locations -- which are preferred, which to stay away from. Does anyone have any thoughts on Pleasanton or Maryland? Any thoughts or recommendations (good or bad) for any locations would be greatly appreciated. Thank you _

Re: Need Row level access on Helpdesk Form by Remedy

Yes, if you are using 7.x refer to the manual Form and Application Objects chapter 2. Or 6.3 Developing AR System Applications: Basic Chapter 3. You will want to look at adding Assignee Group access field id 112, or adding Dynamic Groups. You will also have to modify the permissions on the Request

Re: Need Row level access on Helpdesk Form by Remedy

Hi Taurn, We are planning to impliment row-level access sometime in the near future. I asked and received this solution from Remedy. The strongly advise you do this in a developemtn environment first. SOLUTION A basic implementation of row level access for Support Notification Gr

Re: Need Row level access on Helpdesk Form by Remedy

**  This topic is well documented in the Help section of the admin tool under the heading Controlling access by using implicit groups—Row-level security you will have to create workflow to populate this field with either the requester login or their group ID. THis will allow them to search all tic

Re: Need Row level access on Helpdesk Form by Remedy

Yes indeed that can be easily done. It is a matter of leveraging the Assignee Group field (112) (HPD:Help Desk & SHR:ConsolidatedList)and adding a few filters. Contact me for additional details. Doug Tanner Remedy Approved Consultant [EMAIL PROTECTED] -Original Message- From: Action Req

Need Row level access on Helpdesk Form by Remedy

Hello, Remedy normally provides search for all records on a form. It restricts search only when user is not having read license without APP-Support group configured in user's profile. Our need is to show the helpdesk records only to it's requester and to the all valid group's members of that t

Arerr 1950: Error Loading Menu

** ARS 5.1.2 patch 1484 on Win 2003 with SQL 2000 SP3 and Helpdesk 5.6   In the middle of routine work yesterday our remedy server began throwing all kinds of weird messages on other peoples machines (no-one thought to capture them for me to look at). I couldn't find anything in any of the l