And don't forget about the enhancements that were put in but then really not
utilized. You don't want to continue those to a new version.
Susan
On 6/29/07, Robert Molenda <[EMAIL PROTECTED]> wrote:
This is such a common "issue" so to say.
Unfortunately at a "line by line of code" (in this i
I just found this while digging through the bowels of the configuration
forms.
To change the URL that goes out in SURVEY emails, open AR User, and open the
SYS:Attachments form. Find the record entitled URL for Survey. Set it to
offline, make a copy of it, and change the server name in the URL
Updated -- thanks.
-John
On 6/29/07, Durrant, Michael M. - ITSD <[EMAIL PROTECTED]> wrote:
** There's no "ARS and Mid-Tier" choice for "which functions run on one
box"...
--
*From:* Action Request System discussion list(ARSList) [mailto:
[EMAIL PROTECTED] *On Beh
Well, the decision to compromise doesn't look like it'll be mine to
make. Top brass has decreed they want minimum to NO customizations.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, June 29, 2
If you are willing to customize, you can of course do much more. Axton
customized our existing production Help Desk 5.5.1 to add row-level
locking on several different aspects of the application, ranging from
group assignment to a set of categorizations. It just isn't how they
built it in ITSM 7,
There's no "ARS and Mid-Tier" choice for "which functions run on one
box"...
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of John Sundberg
Sent: Friday, June 29, 2007 1:46 PM
To: arslist@ARSLIST.ORG
Subject: SURVEY: AR,
It just doesn't seem very robust to me. The system we're using today
(not ITSM) allows you to define "functional areas" which are defined by
the administrator based on a combination of criteria-company,
department, office, building, and/or room. Row-level locking is then
tied to the functional ar
Yeah, I think they fell victim to the cut/paste trap.
Write the Windows documentation, then cut/paste into the Unix docs...make the
appropriate changes...woops...
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Jarl Grøneng
The next in the series.
This survey is for server types - I thought it would be fun to see where
people are with their ARSystems.
If you have any questions/concerns - please email me directly. I will make
the survey findings available shortly.
Also - if you have a request for future surveys - p
I love the documentation.
"IMPORTANT
Before running .exe on UNIX platforms, make sure the
/bin directory is in the library path environment
variable: LD_LIBRARY_PATH(Linux(r), Solaris), LIBPATH (AIX), or
SHLIB_PATH (HP-UX)."
.exe files on a *nix server? ye ye ye...
"Almost all plug-in, AR
We thought about that approach - imposing an artificial hierarchy over
the companies, which all sit at an equal level, but have not elected to
do it (we think it will slow users of the interface down if they already
know who all of the companies are, unless we use a custom pull-right
hierarchical m
When you go into a company's configuration, on the Advanced tab you can
set up multiple tiers for the companies, although I'm not sure what that
does. If you have ITSM 7 installed, go to the Application
Administration Console, select one of the companies you created, and
click "View". Look at the
Right, but this makes the COMPANY value no longer atomic.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of strauss
Sent: Friday, June 29, 2007 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: Multitenancy in a Large Enterp
That would make the value no longer atomic. That's not acceptable per
my requirement.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Payne, George
Sent: Friday, June 29, 2007 1:48 PM
To: arslist@ARSLIST.ORG
Subject:
Yes. You will need to define each entity that should be hidden from
others as a Company - that is the level where row-level locking of
records occurs.
Acme - Widgets - Testing
and
Acme - Widgets - Research
must be separate Companies.
In order to move tickets between companies, you need tick
OK...how? Through custom code? If yes, that's all I need to know.
Thanks.
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of William Rentfrow
Sent: Friday, June 29, 2007 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Multi
Yes...I already considered the multiple server scenario, but that's not
an option. I should have said that in original post.
The requirements state that there must only be one server with ONE
instance of ITSM. Oh, and to make the exercise even more fun-each of
the subsidiaries is geographical
Ok...maybe I'm being a little too simplistic here, but why don't you
just set up the following 12 "companies":
Widgets Research
Widgets Development
Widgets Testing
Widgets Contracting
Sprockets Research
Sprockets Development
Sprockets T
Norm,
The easiest way I can think of off hand is to create companies of those
independent business units. If the organization you're talking about is
large enough it would probably be best to have multiple ITSM
installations on multiple servers, and use DSO to push between the
different companies
There is no way to do this without custom coding. However, it can be
done. We are currently doing this exact thing for a customer utilizing
dynamic groups.
We are doing it a level above where you are asking for it but there is
no reason it couldn't be done further down the tree.
___
Has anyone attempted to implement multitenancy in a large, complex
enterprise? Suppose I have a very large company called Acme
Incorporated, and let's say Acme actually consists of multiple
quasi-independent subsidiaries-Widgets, Sprockets, and Gizmos.
Let's say Widgets, Sprockets, and Gizmos w
The funny thing is that a respected Remedy Trainer (who will remain
un-named) brought up a very similar question in a class he was teaching
on Application Design in the spring of 2006. My solution was to submit
a ticket to a child and then update the parent with workflow and he
assured me that thi
Thanks for the code chunk, now I have in development system
configured/proposed messaging scan functionality! Eliminate those pesky
OoO messages :-)
Now back to the access question:
Yes, the mailbox-user must be granted near administrator privileges to
access that hidden email message :-( s
This is such a common "issue" so to say.
Unfortunately at a "line by line of code" (in this instance, fields, AL,
filters..) it is easy to "get lost" in the total view of the scenario.
This is where "best practice" is that the "customizer" has a "Delta change
document" which states more or les
I have to do a gap analysis between help desk 6.3, and a customized help desk
6.3.? I have a migrated report showing which fields/forms/active links, etc are
equal, unequal and not found.? Is there somewhere a procedure or info that can
guide me through it?
Thanks!
_
Hi guys. I'm about to start a project that we'll be using Web Services.
This is my first time using Web Services - I'm so excited! Anyway, are
there any performance considerations for Web Services? Is it a
substantial drain on our resources to constantly have packets being sent
back and forth??
Thus the new logic of "User is connected from a different IP"...
But then if you consider "Web Services", where one ASP/PHP/xx web page
can submit for "multiple end users" via the "One Web Service Login", how
does this affect this license model?
Makes me go HHUUMM... possible conflicting license
I agree, security is of issue from the requester / support staff standpoint.
I'd suggest searching the archives, as this has been discussed in the past. The
issue is a big one...
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTE
Thanks Guys, I was not sure whether the escalation would find all of
the records and import them individually.. I think I will attempt
this. Hopefully I can find the flag that will keep them from
looping ;-)
Roger
On Jun 29, 9:24 am, "Niu, Jason" <[EMAIL PROTECTED]>
wrote:
> Roger,
>
> You may
I did this using a View field instead of a Table field. A bit more work and
not as per formant as a Table field but did allow me to do some nice UI
stuff.
1. Add a View field to a form along with your Table field.
2. Create a Guide that walks the table field and builds HTML with
tags to display
Hello Andrew
Ok you can use this method, although it is a bit nutty. If you have a hidden
selection field on your form which is displayed in the table, call it whatever
you want, say Black with 2 values Yes and No.
Now set every odd one to No and every even one to Yes.
In the table set the Result
I would also agree that it has been a longstanding license violation.
Since the
early days of 4.x at least, the 'read' license was limited to
submission of new
records and querying, and modification of records required a change license.
When RemedyWeb came out it was possible to make updates t
Roger,
You may run an escalation on the view form, and the if action will be
pushing fields to another form.
Use some qualification so there will not be duplicate entries next time
the escalation runs.
Jason Niu
Remedy System & Operation
GETS - Enterprise Systems Management
Email:[EMA
It also violates the "named"(Fixed) user license.
Fixed users are defined as a single account used by one person only.
You can use read only access with submitter mode locked to allow people
to Submit and Modify records that they submitted.
Read Restricted accounts can submit but even in submitte
Of course BMC/Remedy could do whatever it wanted and not have to worry
about violating its own license agreement!
I'm thinking you'd now run into the multiple logons from different
workstations problem, wouldn't you?
-Original Message-
From: Action Request System discussion list(ARSList)
Sounds pretty gray to me, but I think that because you'd be using a
Remedy user ID and authenticating against an ARS server, BMC would
contend that what you're describing falls under the provisions of
"middle processing" and thus violates the license agreement.
Since you said you're not using t
This may have little or no bearing, just an observation. This is what
BMC used to do on the supportweb site. Every time you logged in, you
were logging in as ARWebUser, not your id; this was evident by the
user parameter in the url. I do not know if this is still the case
since I no longer use
My understanding is that it would be a violation based on the 'no group user
accounts' policy...I've never read the agreement myself but understand it as
such.
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Frank Caruso
Sent: Friday, June 29,
Have you tried putting the script (JSP??) in the SHARED location of your
midtier and then referencing it with this:
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Barber, Sue
Sent: Friday, June 29, 2007 9:53 AM
Looking for feedback on whether the following set up would violate a license
agreement with BMC:
Putting up web sites (not MidTier) where end users can submit and update
records but the web site authenticates with the ARS server using one ID.
This ID has been granted a Fixed license and each site
Hello list,
I am trying to add some script to a form and it works fine in HomeSite,
but when I try to pull it up in the form, I get the following errors:
Caught exception: Current Style is Null or not an object.
I think it is because there are style attributes and java in the code
that
Use a Table field on a form and walk that table pushing the results to
another form. The table field can use the View as its data source.
On 6/29/07, Roger <[EMAIL PROTECTED]> wrote:
guys,
I have a DB link from Oracle of which I have Read Only access via both
SQL queries and a Remedy View for
Hi Listers,
It seems that the Crystal Reports problem we are having just can't get
solved. The reports open up without a hitch in the Remedy Client, but will not
open up in mid-tier. According to support the system is doing what its supposed
to do, its just not able to open. In order to w
guys,
I have a DB link from Oracle of which I have Read Only access via both
SQL queries and a Remedy View form.
I am trying to find all new records created with a data of today say
6/28/2007 or 28-JUN-07.
Does anyone know how to pull these records into remedy as individual
records into a stagin
Philip,
Our work with ARS7/ITSM7 has led us along similar
lines--multi-tenancy,
with a company/group strata within the University (33,000+ students
and
approx 300 support staff).
By our experience: a ticket will always be visible to its submitter,
regardless
of company affiliation of that subm
Everyone:
sorry, I should have been more clear.
I'm not attempting to do this in html/css.
I'm trying to do this on a table field in the aruser client.
I think this could maybe be done using a table walk, but I'm unsure
how to set the background color on a single row.
-A
On Jun 29, 2007, at
ARInside does provide that information for each field...but the reason you
don't see it 'readily' available is the fact that the Field Label can be
different per view...so while the DB name is consistent if a form has 10
views it can be named 10 different things depending on which view you look
at.
As we all know each field in a form has at least three names, one the user
sees (user-facing), the name we see in the admin tool and the name stored in
the database.
I have a manager who wants a csv file listing all the fields on a form
showing the user-facing name alongside the admin-tool name.
Dev,
And I would add... that I think _most_ testing could be done from v7
with Active Link guides and dynamic workflow. A collection of
"advanced" actions (Window Open, Send Events,
"PERFORM-ACTION-ACTIVE-LINK" and "Application-Copy-Field-Value" to
name a few) built into a data configurable appli
Andrew,
Use a v7.0.1 Mid-tier? (I believe they changed the default CSS to do that.)
I think there are also ways to do it in the v6.3 Mid-Tier, but I
forget the details. Maybe you can find them in the archives?
However, I am not sure about implementations with the User Tool.
--
Carey Matthew B
We are preparing to implement ITSM 7 using the multi-tenancy mode.
We need to structure our internal organisation into different companies
to
allow data to be segregated. For example IT, HR, Finance. In this way
only
HR will have visibility of the HR tickets.
Our issue with this approach is th
I will be out of the office starting 06/29/2007 and will not return until
07/05/2007.
For QPTM, QCM and eNotices issues please contact Glenn Vaughan. For GIS,
MISI, Remedy and PGAS issues please contact me via email or call me at
832-214-5721.
_
Hi to all,
I must update the data in a form. the updates are present in a file.
in short I must insert the new records (present in file and not in
form), update those already present in the form and cancel those not
present in the file but present in form. I was proceeding realizing an
escalation t
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