Ww
- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: [EMAIL PROTECTED] [EMAIL PROTECTED]
Sent: Fri Sep 14 00:00:00 2007
Subject: arslist Digest - 13 Sep 2007 (#2007-406)
html
body
Dear List
I hope you are all well. I have a number of opportunities in the UK
(London and the South East) for experienced consultants with ITSM v7 and
CMDB 2.0. Though my clients are open to v6 experienced consultants.
These roles are a mixture of contract and permanent with asap start
dates.
Ok, we have decided to use the API to see if we can accomplish our task, the
next problem is how to fix the nextID number for some of the entries. My
predecessor was handling the nextID value by storing it in another table
outside the remedy tables and handling the increments himself, this
Hello List,
I have a .Net application which sends an e-mail template once the
Customers (who do not have access to remedy) complete the Survey to
E-mail Engine. I am using a submit action in the template. Is there a
way to put in a qualification in the submit template that will see if
the
Manjari,
One approach to accomplish your goal is with a web application. The
email would post to the web app. The web app would lookup the Request ID
in Remedy. If the Request ID is valid, then proceed with the submit to
the Survey form. If not, then display a message to the user.
I use
We are in the process of developing and testing a .NET API script
against our ARS 7.01 / ITSM 7.02 and some of the commands seem to work
but when we run the script the command returns Error(623)
Authentication failed error. When attempting this command:
EntryId =
Somebody please explain to me the On-Call Group flag
on CTM:SupportGroup form.
This is what I understand:
1)If the flag is set, there is always corresponding
record(s) in CTM:Support Group OnCall form of type
individual or group.
2)If a group is flagged as on call, only pager
notification as
Microsoft does practically own the O/S market, the spreadsheet/word
processor market, and a few others, but they primarily do best when it
comes to desktop related applications.
Apache is more widely used than IIS. Oracle is a more respected product
than SQL Server. Exchange usage is growing,
Stephen,
The problem I have is that the .NET database and the Remedy database
will not be residing at the same network. That way I do not see how the
web application can update remedy database. Unfortunately we do not have
mid-tier and are not web enabled.
Manjari
New to Remedy:-).
If (2) below is true, then for OnCall groups, at times
people don't want pages, that group's members won't be
notified through regular means like email. That would
be weird.
-
...
2)If a group is flagged as on call, only pager
notification as per OnCall settings are sent on
assignment, not
Peter,
Here is something to try. BTW, I am using a slightly newer version of
BMC.ARSystem.dll, v7.0.2523.16350.
objArSystemPub.SetServerPort(CInt(pRemedyPort),
CInt(pRemedyRPCProgramNum) ' Try running this before Login() to see if
it makes a difference.
Manjari,
Use workflow to build your logic. Put a filter on
survey form that will check to make sure ticket number
exists in your ticket form, else throw error.
Alternative:
Generally, when building an interface like this one, I
like building an interface form, which would be very
similar to the
I'm surprised so much misconception about Microsoft products still
exists. Microsoft is crushing the competition.
Apache is more widely used than IIS.
True for the moment, but industry analysts expect Microsoft to finally
overtake Apache in 2008. In June 2005, Apache owned 69.7% of the market
Yes, your observation that the system in incoherant is correct. Though the
problem goes deeper than you indicate. At the person (people form) you cannot
modify your global notification preferences. You can only add to notification
records to your person/notification record (and then change
A notify filter creates records in the AR System Email Messages form.
For certain forms we have actually had to bypass the Notify filter and
use a push fields to the AR System Email Messages form. The notify
filter action trims data to 256 characters on the To: field portion of
the Notify filter.
great searches that will find records based on time criteria and the
day piece of the date/time stamp
is ignored...
I'd be very interested to hear more about such searches if anyone has any!
We need to do this also.
Thanks,
Julie Kanakanui
Remedy Administrator/Developer
Information
Here is an example
All tickets created between 5pm and 7am on any day:
(( 'Create Date' - 1/1/70) % 86400) = 17 * 3600) AND ((( 'Create
Date' - 1/1/70 ) % 86400) = 24 * 3600))
OR
'Create Date' - 1/1/70) % 86400) = 0 * 3600) AND ((( 'Create
Date' - 1/1/70 ) % 86400) = 7 * 3600
Its hard to guess what exactly you need to be doing unless someone really
studies your data, especially the entries that were created externally..
The Request Id is referenced as a primary key in H (status history) and the
B (attachments if any) tables. Then you got to know all other
John,
I believe you are talking about records on
NTE:CFG-NotificationEvents form (alias Notification
Preferences), which has records of type User
added/modified by support staff through their
profile-Notifications tab-Update Notification
Preferences button-Create or Modify button.
I thought I
Hello all,
Is there a specific reason why BMC is not mentioning
Windows 2003 SP2 in the compatibility matrix or any
Windows patch for that matter?
How is it running for those of you that have built AR
7.x on Win2003 with SP2?
Thanks,
Troy
I have seen REGULAR malloc errors while using both Migrator and Admin since
upgrading to patch 4 (clients and server). We had no real choice about
upgrading, as it is *supposed* to fix a number of critical issues that were
in patch 2/3.
Windows/SQL platform.
Rick
_
From: Action
Ran that configuration at more than 2 sites with no problems.. let me
rephrase that - with known problems :-) These problems however are platform
independent for the most part some of them recognized as software bugs.
Joe
-Original Message-
From: Action Request System discussion
I know this has been answered before. My searches just haven't found
the answer on the ARS List or BMC/Remedy Support.
If I remember correctly, the AR System can be set up on MS SQL in a
manner that searches are not case sensitive. If I remembered correctly
what steps need to be taken to set up
Is there a specific reason why BMC is not mentioning Windows 2003 SP2
It is expected that a vendor will retain full backwards compatibility
with existing major or minor versions of an operating system when
releasing maintenance releases, service packs, patches or other similar
level of
Hi All,
We had an unstable version of Remedy AR Server PAtch 003 which used to crash
every few minutes. Patch 004 was recomended and seemed to work, the server
was stable. BUT on certain user actions we found the the connection to the
user was severed with RPC error appearing to the user and this
I'm currently crashing about once every 2 weeks with stack errors; server
dies and recovers within 5 minutes and once in awhile I see malloc errors
prior to the crash. I was told that ARServer patch 4 with ITSM patch 5
should correct my issue. So my question to you is what ITSM patch are you
Anyone have any tips for building Crystal Reports for Remedy? I'm
having a lot of REALLY WEIRD problems and I'm wondering if I'm crazy or
just not doing things the Remedy way. The documentation is very
limited. I'm using ARS v7 and Crystal 10.
Thanks!
Michael
The information contained in
SQL is, by default, a case-insensitive DBMS, and has been for the past
several versions. I don't even know how to set it up any other way, or why
someone would want to.
The last major DBMS to not be like this was Oracle - I think 9i was the last
one that could not be easily set up
InterestingCurrently I am on ITSM Patch 4. Sometimes it recovers on its
own and other times restart.
On 9/14/07, Ben Cantatore [EMAIL PROTECTED] wrote:
**
I'm currently crashing about once every 2 weeks with stack errors; server
dies and recovers within 5 minutes and once in awhile I
Who can install ITSM patch 5 until they tell us what's in it? I won't.
When I asked for the contents, they said they couldn't provide one, and then
created a bug against the patch process. (Ya think?) How about fixing the
bug in the product manager for letting such an obvious oversight occur?
We're running on Oracle. Asking the question for one of our other divisions
that just setting up on MS SQL.
So a search for 'field' = bmc should return data where the field was set to
BMC, Bmc, or bmc.
--Original Message--
From: Rick Cook
To: Arslist
ReplyTo: Arslist
Sent: Sep 14,
Yes, *** IF *** the DB was set up that way. Just because 10G and above CAN
be set that way doesn't mean that they WERE set up that way. Talk to your
DBAs.
Rick
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Friday,
If you have specific problems, then list what they are and someone can
address that. If you're just fishing for some tips, I have the following:
there's an excellent book by George Peck Crystal Reports XI: The Complete
Reference
Sorry the question was supposed to be asked for MS SQL instance.
--Original Message--
From: Rick Cook
To: Arslist
ReplyTo: Arslist
Sent: Sep 14, 2007 12:52 PM
Subject: Re: Case Sensitive searches
**
Yes, *** IF *** the DB was set up that way. Just because 10G and above CAN be
set that
Are you facing any specific problems?
I have recently tried building CR's on ARS 7.x but my version of CR was XI.
I hadn't faced any show stopping problems.
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Durrant,
One last question and then I'll stick my head back into my monitor.
AR System setup on MS SQL would also not require FTS? There maybe
additional benefits to FTS but searching character fields greater than
2000 characters on MS SQL still returned results. It was only on Oracle
that required FTS
You need to set the collation sequence when installing SQL if you want
it to be case sensitive. Otherwise, I believe it defaults to
case-insensitive. You can run it as case-insensitive and enforce it as
needed, when needed. One method we use is via direct SQL to call stored
procedures with
I won't touch any more patches. I have been spending more time patching then
developing.
On 9/14/07, Rick Cook [EMAIL PROTECTED] wrote:
** Who can install ITSM patch 5 until they tell us what's in it? I
won't. When I asked for the contents, they said they couldn't provide one,
and
Ah - yes, then. SQL is case-insenstive.
Rick
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Friday, September 14, 2007 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Case Sensitive searches
Sorry the question was
Thanks Joe!!
--- Joe D'Souza [EMAIL PROTECTED] wrote:
Ran that configuration at more than 2 sites with no
problems.. let me
rephrase that - with known problems :-) These
problems however are platform
independent for the most part some of them
recognized as software bugs.
Joe
I don't mind the server patches so much, but the ITSM ones are painful if
you have customizations.
Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946
Emad Zaky [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
09/14/2007 01:25 PM
Please
Why isn't that statement on the cover page to the
Compatibility Matrix?? :) Kidding.
Thanks David.
Troy
--- Easter, David [EMAIL PROTECTED] wrote:
Is there a specific reason why BMC is not
mentioning Windows 2003 SP2
It is expected that a vendor will retain full
backwards
Ok...I'm a little buffaloed by this one, but I think I've nailed it
down; at least a little bit:
Server: 7.0.01 P02 on UNIX
ITSM: 7.0
DB: Oracle 10g also on UNIX
Users are usually authenticated with their Active Directory credentials
when the AR System password is left blank.
UserA
If you have Crystal Report Designer, I'd bring up the report in crystal
and run the report from there with the problematic user's credentials. See
if the problem occurs there.
Ben Cantatore
Remedy Administrator
Avon
(914) 935-2946
Payne, George [EMAIL PROTECTED]
Sent by: Action Request
The only remaining useful feature of FTS in a case-insensitive DBMS would be
for searching on diary fields.
Rick
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shellman, David
Sent: Friday, September 14, 2007 10:19 AM
To:
My understanding is that with the newer version of FTS, the search is
also supposed to work with attachments.
Thanks,
Dave
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, September 14, 2007
This works great! Thanks so much,
Julie Kanakanui
Remedy Administrator/Developer
Information Technology Services
University of North Carolina at Greensboro
[EMAIL PROTECTED]
Grooms, Frederick W [EMAIL PROTECTED]
Sent by: Action Request System discussion list(ARSList)
arslist@ARSLIST.ORG
You have to make sure that /etc/rpc was updated with the proper
program numbers if installing as non-root.
Take a look in the install script and see where it attempts to upack
the tar file. It could be that the user has no permissions to the
location where the tar is being unpacked.
It may also
The following are not strictly speaking for postings
or work on the ARSlist.
Rather it is the ARSlist members choosing their favorite
3rd party applications, free or commercial.
The Free ones certainly fall into the same area of community work
as the posting to the ARSlist ones do, and
Hello Everyone,
I am upgrading our Linux AR Server from 7.0.1 to 7.1 as non-root. (Oracle 10.2
db)
Everything went OK till the very end when I got:
* * *
./ar_install : Unable to extract the product files from
the CDROM file arsystem/linux/arsystem.tar
* * *
The message referred me to two
Hey Ben,
Good suggestion.
Running a report directly from Crystal Report Designer does NOT cause
problems.
I'm prompted for the user's credentials in the ARSystem ODBC driver and
it accepts them just fine.
Does the ARSystem cache the user's password somewhere to use when
running a
There's two ways you can do this:
1 - Have those formulas equate to a true/false return and in the main
report select criteria use something like [EMAIL PROTECTED] in
[EMAIL PROTECTED] to [EMAIL PROTECTED] and [EMAIL PROTECTED] = true (or false
depending on your needs)
2 - In your main select
UNCLASSIFIED
Do you know of a way to wildcard the date so that I can report on all of
last month's after hours tickets?
Sandra Hennigan
OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251
Apparently, there is nothing that cannot happen today. Mark Twain
-Original Message-
What is the error you are getting during the install???
Joe
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] Behalf Of Dwayne Martin
Sent: Friday, September 14, 2007 2:08 PM
To: arslist@ARSLIST.ORG
Subject: arsystem.tar error installing as
Yes, before you execute the install, run this command to tell the
install you are installing as non-root
export ARNONROOTINSTALL=TRUE
Have good weekend.
==Mac
On 9/14/07, Dwayne Martin [EMAIL PROTECTED] wrote:
Hello Everyone,
I am upgrading our Linux AR Server from 7.0.1 to 7.1 as non-root.
Goodbye All,
After many years of using the AR system we've decided to switch to a product
that fits our needs (and budget) better. I've been a long time lurker and a
sometimes contributer (many years ago) to this list. Thanks for such a
great resource!
Thanks for the ride!
Sean
This Award is special, and possibly more important than ever.
It is only given out when a BMC Remedy Employee has been nominated and voted
on by the list,
which doesn't happen every year.
Leonard Warren won twice, 5 years apart. He has an ongoing commitment not to
just
educate us about
The main problem I have is this Column not found: Security_Request
error when I try to run the report out of Remedy. I can preview in
Crystal with no problems.I have set the Use underscores option in my
ODBC driver.
Ben, does your report still work when called from the Remedy interface?
You need to refer to the ARS 7x Configuring Guide under the Business Time
section.
Thank you,
Vincent Ong
_
From: Emad Zaky [mailto:[EMAIL PROTECTED]
Sent: Thursday, September 13, 2007 4:51 PM
Subject: Configuring SLM Business Time Calendar\Holidays
**
Hi All,
Can anyone
From our knowledgebase:
Problem
Remedy reports will not run if there is a semi-colon in the user
password
Solution
The Remedy ODBC driver used to execute a Crystal Report from the Remedy
application will consider a semi-colon to mark the end of the password,
and only a partial password will be
Just add additional criteria for the date
(('Create Date' = 08/01/2007) AND ('Create Date' 09/01/2007)) AND
...
If you are doing this in a Macro change 08/01/2007 to $Start Date$
and 09/01/2007 to $End Date$ so it will prompt you
Fred
-Original Message-
From: Action Request System
UNCLASSIFIED
Thank you; I will give it a try.
Sandra Hennigan
OSD Enterprise Remedy Administrator
Office # 703-602-2525 x251
Apparently, there is nothing that cannot happen today. Mark Twain
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
Question to my fellow Fasttrack support people.
How would you rate the current service that you are getting from BMC? Has
anybody had trouble getting to a US technician when you have a problem
understanding the overseas tech?
--
Warren R. Baltimore II
Remedy Developer
UW Medicine IT Services
Warren,
For the most part it's not been an issue. We have gotten a couple
lately that have been tough. We worked through it though. There have
been other times though that even when the tech was a US person we had
to escalate the issue through the sales rep as all we were doing was
going in
There are two places to check. One is in the ODBC driver.(be sure the 2 middle
options are checked). Second the report can be written to store the user's
credientials. Be sure to disable this, if it is there.
john
- Original Message
From: Payne, George [EMAIL PROTECTED]
To:
Warren,
I feel your pain. I had an issue with setting up the Email Engine for
Incoming emails. It would just stop for no apparent reason. I was
using the MAPI protocol and Outlook 2000 as the mail client on the
server. I was told that all of the engineers for Email Engine were in
India. When
Bye, Sean. Glad you could be with us for a while. Best of luck with your
new product.
Rick
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Sean Cundiff
Sent: Friday, September 14, 2007 11:22 AM
To: arslist@ARSLIST.ORG
Subject: Goodbye and
Susan,
We had an issue on this and I conferred with the eMail administrator
and apprently there is an option on the SMTP server that can be turned
on or off to allow HTML or send mail only in plain text.
Daniel Weise
Business Systems
Las Vegas Valley Water District
On Sep 13, 6:18 pm, Susan
I am observing the same thing after:
1) Getting TelAlert running, so that you can have command-line paging (I
could not get on-call groups to work without it).
2) Creating an on-call group entry for critical tickets in my normal
Remedy Support group, and designating my assistant and myself as on
I am still on the DST patch on production and running fine (Solaris/Oracle)
I tried to move to patch 4 in development, but had issues with just moving
the binaries (which were not complete). The installer worked, however if at
times if we run a Crystal report from the user tool, the arserverd
I, too, am feeling your pain. I have opened two issues in the past 2 weeks
where the initial responses were beyond silly, they showed a lack of an
attempt to even read what I had submitted. I am quite accustomed to
listening to the cadence and accent of Indian people speaking English, but
still
You know George ... in the future I might find this information very
helpful. I had never heard about the ; issue.
But you know what else ... I'll probably never be able to find it because of
the thoughtful Subject line you put on the email. Hey gang has what
usefulness?
I don't apologize for
Hi Howard,
Are you on patch 1 still? I am on patch and plan to upgrade to patch 3/4.
Regards
PC
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Howard Richter
Sent: Friday, September 14, 2007 12:42
To:
Warren,
I don't have a lot of trouble getting U.S. support people assigned to my
tickets, but the problem I do have is that there are too few of them.
Whenever I have ITSM errors it gets assigned to the same few people. I
would not be surprised if there are only four people supporting ITSM 7
at
I guess I haven't complained enough about that here. I NEVER get a US tech
unless I escalate with mean language. I know there is a US tech in the
background and when I get obnoxious ... yes it does happen ... they may out
of frustration too ... hand the phone over. That person is there to help
What?? BMC Offers Support...
We're on Fasttrack support and have suffered through the same issues. Most
of my issues end up in the circle talk issue management flow.
My best incident was with a server down issue (high priority). BMC's support
agreement states that a server down issue
BMC seems to be trying to save money by replacing the people who know
the product with people they can train on the cheap. A classic example
of penny wise and pound foolish, IMO.
I am going to risk sounding a tad prejudiced by saying this, but I'm
going to say it anyway. When will American
Hi Warren,
The Fast Track support is now an utter farce. We used to have Remedy's
Express Support where we were contacted in 4 hours or less, usually far less.
Now there are different tears of Fast-Track I am not sure but I think its like
this... Low priority tear... whenever or 12
Hello,
I am new to Remedy development; a lot of the questions I will have may
be very elementary to most of you, but I can assure you I will go
through all the pertinent documentation and look through the archives of
arslist as well as the remedy forum that I have joined, before I ask
here. So,
The language barrier is a pretty big problem. Some are pretty good (accent
wise) othersnot so much. I say this not as an insult to anyone, merely
a statement of fact.
I really urge everyone to hammer away at the support issues at
UserWorld This is getting rediculous for the amount of
Thank you, Shawn, for an excellent explanation of the Indian method of
customer service - which, according to a nice Indian co-worker who explained
this to me once - is to obfuscate and annoy until people give up. That
cultural difference is something that must be trained out of Indian
technical
I'm hoping for help with a bug in 7.0.1 where the Expand Box is now
visible on all Submitter (2), Assigned To (4), and Modified By (5)
fields. The installer changed all these fields to 254 characters so they
can hold the new longer usernames. The side effect is all these fields
that had an Expand
I have been in touch with an individual (not Doug) at BMC/Remedy
concerning this thread. He called me two or three months ago concerning
issues I was seeing in general. I sent him an email about the statement
that was in Warren's email. I immediately got a call. I think my
finger had barely
This is so hard to do especially lately. but for years Carmen Villabos, Carrie
Rodrieguez., Dave Tutt, Joel Haber, Russ Duley just to name a few, and now
someone who I deal with recently Stacy Johnson. are all people I would nominate
for always being ready willing and able to go the extra mile.
Bring back Peregrine!
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Friday, September 14, 2007 3:48 PM
To: arslist@ARSLIST.ORG
Subject: Re: BMC Support
**
Thank you, Shawn, for an excellent explanation of
You are definitely correctIf you have the 'Sort on Label' box checked it
does in fact remove duplicate entries...if that option is unchecked then it
doesn't...I had forgotten about that
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe
I've experienced problems with the actual phone connections too between
the overseas support and here in the US. At times I simply can not
understand the person on the other end of the line due to static and a
very, very quiet connection.
When I could hear the person it was obvious they were
I've also experienced the very 'quiet' call. I turn my phone volume to the
max and can barely hear the sound. We use IP phone and I assume they are
too to minimize cost. Of course it could be poor quality headsets or any
number of things. They are the only people I have a problem hearing due
When I removed the on-call entries from the support group, normal
notifications resumed.
I tried again with the business hours for the group and the on-call
hours carefully set to NOT overlap at all (differ by 00.00.01), and with
on-call defined (and the flag set per pg. 180 in the config guide)
Jeffrey P. Boisen
Workstation Management Unit - Security Compliance
Mayo Foundation, Rochester, Minnesota
Phone Internal: (77) 6-8581, External: 507-266-8581
Email: [EMAIL PROTECTED]
Sean
have fun in whatever you do. Good Luck with the new product. By the way what is
it?
Shafqat Ayaz
Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile..
- Original Message
From: Sean Cundiff [EMAIL
Well, I was no fan of P-tui-erigrine, but let's compare.
Peregrine was quickly and intentionally trying to destroy Remedy. BMC seems
to be doing it slowly and unintentionally.
From a strictly logical perspective, if the effect is the same, does the
motive or the reason really matter?
If I
Rick,
QMX Support Services is a BMC Reseller for Federal clients on the GSA.
You can get pricing and shamelessplug access to highly experienced
and certified consultants /shamelessplug by contacting Mike Gauche
at 703.549.3690 or [EMAIL PROTECTED]
Mike is in the EASTERN time zone
HTH,
Joel
That's great, Dave. Perhaps BMC could restore some of the information they
USED to have on the support site regarding escalation manager contact
points. I know most of the ones they used to have, but who knows who's
still there any more.
If some of what we're saying here is based on false
I forwarded you email on.
In our earlier conversation be said that he would be at User World.
I agree we need to have some faith restored. That was what lead to our intial
conversation. Again it came about through our sales rep. We've have been
lucky at times there. We have lost him again
Hello listers...
I am currently in the process of trying to build a job to migrate data
from ITSM 6.3 to ITSM 7.01 Patch 05. We use SQL on the back end so I am
going through mapping HelpDesk, Change and SLA along with
SHR:Association in order to maintain relationships. I was just curious
if
There is another model that BMC is selling now. Have anyone tried ONLY
getting your support from a 3rd party, partner? 2/3rds of the time ther person
speek english and is increadibly sharp. The other third they speak great
english. Best of all they escalate to remedy engineering for you and
And Tom ... when you make the point that they are pushing customers to find
a partner for support ... you have to remember the partner has to HAVE BMC
PERMISSION to do their job for them. You cannot just change who you get
support from without BMC PERMISSION. I find it totally against all
My experience recently with Support of Migrator is going in the same direction
as Warrens. I've answered the same questions over and over again. I've been
sent in directions to resolve the issue with solutions for a version of AR
Server that is not installed and won't be installed. The issue
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