Had a colleague check over this, the problem appears to be related to
the browsers in use.
For both of us, we get the Object error in firefox, and I get it in IE7.
He's running IE6, and it works fine in there. We haven't experienced
any such issues internally on either version of internet
You're exactly right Joe. The field I'm writing to is a diary field I
created, which is the one referenced in the error.
Matt
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Joe D'Souza
Sent: Thursday, December 06, 2007 12:20 AM
To:
Why don't you create an Escalation object?
Att,
---
Tadeu Augusto Dutra Pinto
-
IT Web Services ATM
Cinq Technologies
http://www.cinq.com.br
[EMAIL PROTECTED] mailto:[EMAIL PROTECTED]
Fone: 41 3018-2833 - Cinq
Fone: 41 2107-5736
I was hoping to avoid having to reinvent the wheel and pre-test every OOD
test in CTM:People.
Guess that can't be done unless AR 7.1 is in use with its error filter
directive.
J.T. Shyman
Column Technologies
-Original Message-
From: Action Request System discussion list(ARSList)
It looks like something got lost in translation between the people form
and the user form on the Support account - they had a read license
listed on the User form but fixed a license on the people form. Setting
the user form license option to fixed resolved the issue.
Matt
From: Action
Hi,
Can someone help me create a filter to execute from 7.00.00 AM to
7.00.00 PM.
I have tried the following Qualification but it still fires of after
7.00.00 PM.
I have tried many options
Option 1 running on one filter - fires after 7.00.00 PM as well
$TIME$ 25200 OR $TIME$ 68400
I am trying to run a batch file via the Run Process action on an active
link. The active link is firing and it's attempting to run the batch
file, but not successfully.
A copy of Robocopy.exe has to be in the same directory as my batch file.
I was wondering if executing via an active link
Should Option 1 be $TIME$ 25200 AND $TIME$ 68400
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Darshana Jivan [MTN Network
Solutions]
Sent: 06 December 2007 13:13
To: arslist@ARSLIST.ORG
Subject: Execute filter
Someone had reported a similar problem here recently, and it was traced to a
timeout setting on the load balancer. I would check similar settings on the
network architecture, too.
Rick
On 12/6/07, Olds, Kimberly M [EMAIL PROTECTED] wrote:
**
OK – I am desperate for some help so I am hoping
Congrats and thanks Pat.
I don't know if I can take it. zandi's leaving ( not the list, I hope)
and Lenny's leaving BMC (but he'll be on the list more often now.)
Good luck to both of you.
John J. Reiser
Software Development Analyst
Remedy Administrator/Developer
Lockheed Martin - MS2
The star
Yes. You can do it using email templates or by just pushing the data in the
emai fields (subject and body) to fields on a staging form, adding some
default data to allow the Incident to be created, and then ensuring that
someone does triage on it to get it properly categorized and assigned. Just
Rick - what interface create form ?
On 12/6/07, Rick Cook [EMAIL PROTECTED] wrote:
** Yes. You can do it using email templates or by just pushing the data
in the emai fields (subject and body) to fields on a staging form, adding
some default data to allow the Incident to be created, and
Then you've been zandified with zandification!
On 12/5/07, Joe D'Souza [EMAIL PROTECTED] wrote:
** Hello Patrick,
Happy retirement! Thank you for all your contributions through these
years. I enjoyed reading your posts and learnt a lot from them..
Cheers
Joe
-Original Message-
I've done it personally with another of my co-workers. Attachments can be
grabbed without using templates if you are creative.
There is a form called HPD:IncidentInterface_Create. You will need to push
certain fields to it to create new incidents. Play with it on a test system
to see which
THANK YOU
I'm going to take your advice and use templates.
This is my first time setting this up. I know in the AR System Email
Mailbox Configuration I have to setup Incoming email. We are using
Microsoft Exchange - so for the Email Server Type should I use POP3,
IMAP4, MBOX, or MAPI?
Is
For MAPI you need to install Outlook or a similar client on your Remedy
server, I believe. Most places don't like to do that and use POP/SMTP
instead.
J.T. Shyman
Column Technologies
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of T.
I don't doubt that it can be done, J.T. But at some point in the
customization continuum, pointing users to the web Requester interface is
far less resource-intensive (development, training, etc.) than covering all
of the ways email could be used and abused.
Rick
On 12/6/07, J.T. Shyman [EMAIL
I agree 100%. Not saying you shouldn't use templates or, as you pointed out the
web requester console. Just that it can be done without templates..
J.T. Shyman
Column Technologies
mailto:[EMAIL PROTECTED]
From: Action Request System discussion
If it were me, I would create an escalation, or an escalation that fires the
filter.
- Original Message -
From: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG
Sent: Thu Dec 06 07:13:04 2007
Subject: Execute filter between
Classification: UNCLASSIFIED
Caveats: NONE
You can also do this through a Filter.
Follow the following rough steps
1. Create an Inbound email address in the AR System Email Mailbox
Configuration form
- this email address should be one to one with the type of
ticket you are submmitting
Thanks for the advice. I think this is the right track, but I am having
difficulty getting it to work.
Right now my command line for the Run Process actions looks like this :
C:\Update PA Assistant.bat
There is a copy of Robocopy.exe the same directory, but it appears that
it runs it
Try the following
%ComSpec% /c C:\Update PA Assistant.bat
As long as Robocopy is in the path of the PC it should work.
Fred
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Mayfield, Andy L.
Sent: Thursday,
I haven't run into this before so I'm not sure, but do the pages wrap in
a page holder on the mid tier?
We're on ITSM 6, ARS 6.3, on the HelpDesk form we have added some new
pages over the years. Just added another one in dev and it works in the
user tool. About half the pages on one row, the
I seem to get the same result. Again, it will run if I have a copy of
Robocopy.exe in the c:\program files\arsystem\user folder, but does
not if I remove it.
Isn't using %COMSPEC% /c the same as using cmd.exe /c?
Somehow Remedy is running the file as if it resides in the C:\program
He's referring to the HPD:IncidentInterface_Create form. It serves as an
intermediary for the HPD:Help Desk form.
-Matt
Matthew C. Gayford
Technology Research Development
Information Technology Systems Division
University of North Carolina Wilmington
(910) 962-7177
From: Action Request
Hi All,
I am trying to create a file on our ARS server, where the file's content
is equal to foo. I am trying to do this using a run process from within
an escalation. This is the command line for this action:
@@:echo foo /RMD/home/flag
When the escalation fires, /RMD/home/flag is
Thanks Gordon, I like this.
I know this is an odd question, but, when you say PARSE email do I need to
have the database field ids in the email like the template solution or?
THANKS
On 12/6/07, FRANK, GORDON CTR DISA JSSC [EMAIL PROTECTED] wrote:
Classification: UNCLASSIFIED
An Escalation already runs on the server so the @@: is not needed
Echo is an internal command to the shell so you may need to do:
$SHELL -c echo foo /RMD/home/flag
Fred
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On
I don't think this will work in 7. In 7 I've found it necessary to have the
filter push to HPD:IncidentInterface_create and not to HPD:Help Desk because
certain work flow won't fire properly otherwise.
J.T. Shyman
Column Technologies
From: Action Request
Thanks, that's what I thought, wasn't sure though as I never had that
many pages on a holder.
Not sure I'm ready to put 7.1 in production though, I'll probably just
play around with the pages some :)
-
Dylan Wheeler
Production Control Analyst Principal
IT Operations
Downey
Hi, listers.
I am using the User Tool to create a report on the HPD:HelpDesk form
(6.0) that will list all cases that were created or resolved in the
past week on a certain CTI. I want to have a statistic that will tell
me the average time it took to resolve all the cases. Any advice on
how to
You could use the status times and calculate the difference between
create and status time of resolved. This is what our reporting guy uses
when he does this type of reporting. The only gotcha we've had is quick
tickets that go straight to closed. I put some workflow in for him that
would set a
Amy,
If you are creating a standard AR report in the windows user tool, go to the
'Statistics' tab and add the 'Average' operation on the following
expression:
'Status*-History.Resolved.TIME' - 'Status*-History.New.TIME'
The result should appear in HH:MM:SS format.
HTH,
Thomas
-
Aaron,
Try changing TCD-Specific-Port/ Pluin-port of the second server and restart
it.
Also check if you are not getting any licensing issues.
-- Jean.
On 12/6/07, Aaron Keller [EMAIL PROTECTED] wrote:
**
Has anyone been able to set up two remedy servers on a zoned solaris 10
box?
We
Classification: UNCLASSIFIED
Caveats: NONE
PARSE is a selection in the Email Action field of the AR System Email
Mailbox Configuration form. I know you need it to get this to work.
Gordon M. Frank
DISA\Version FNS
-Original Message-
From: Action Request System discussion
Check out page 150 in Administering BMC Remedy Email Engine guide
(Email-Engine-700.pdf), that should answer all your questions.
You can use either the database field ID or the field name when doing
this.
-Matt
Matthew C. Gayford
Technology Research Development
Information Technology
Thanks Fred. I finally got it to work. This is what I had to do:
%ComSpec% /c cd S:\Workgroups\APC\Subs\RTU-SCADA\LineSCADA\Line
Group\PA Assistant\Support FilesS:Update PA Assistant.bat
The C:\ path I was using in my example was for testing. I didn't want to
have to deal with the real path
Another option if you don't want to (or can't) modify your batch file is
to do multiple commands in the Run Process action. For Windows the
separator is (in a CMD window do help cmd for more info).
i.e.%ComSpec% /c cd \C:\Update PA Assistant.bat
Will change to the root directory before
%ComSpec% /c cd /d S:\Workgroups\APC\Subs\RTU-SCADA\LineSCADA\Line Group\PA
Assistant\Support FilesUpdate PA Assistant.bat
That should also work then...I added a /d to the CD which tells it to also
change the drive, and then removed your S:
_
From: Action Request System discussion
Ah, that part gave me fits. I may try to modify it with your suggestion.
That would seem to be the cleaner way to go.
Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140
From:
Thank you Fred. Your method worked exactly how I wanted.
Eric
_
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W
Sent: Thursday, December 06, 2007 1:19 PM
To: arslist@ARSLIST.ORG
Subject: Re: Syntax Problems for a Run
While building out my new ITSM 7 server for production, I gave sync
search database a spin to see at what point it fails to work anymore.
There is a finite limit to how many objects you can have on a server
before it simply will no longer setup and sync a search database. ITSM
7 exceeds that
Oh this explains why it didn't work for me.
I wish I could see related workflow it would make it easier to trace
things.
So is there no way around this?
Thanks.
On 12/6/07, strauss [EMAIL PROTECTED] wrote:
While building out my new ITSM 7 server for production, I gave sync
search database
Mary - did you get a response on this?
On 11/28/07, Mary Dollus [EMAIL PROTECTED] wrote:
**
Thanks Michelle!!!
Yep I used that as well… It does help some,,, but when this type of entry
is in there Incident Management Support Console Questions that doesn't
help much… that's for defect
I lied. After seeing the size of the db backup after the failed sync
drop by 200 mb to 667mb, I just had to see how many records were in
object_search_details after the last successful sync. There were 76,658
records there after a successful sync following the installation of SLM.
Christopher
You'd be suprised at what one can be held responsible for. Having worked in
Employee Relations some years ago, I saw folks lose jobs for such items in
email. Remember, email to a corporate account is the corporation's
property, not the addressee
Warren
On 12/6/07, Mayfield, Andy L. [EMAIL
Let's see:
1. Cut back on the number of BMC applications you buy and install, with
a goal of keeping your object count down.
2. Buy someone else's application that does the same things with far
less code.
3. Build your own custom apps and keep the code tighter than a tick.
I think the custom
Below is the log entry that sets the number.. it's using $LASTID$ to get the
Incident number... where can that be reset? Thanks again!!!
ACTL Checking HPD:INC:GIN_010_SetINCNumber-P (10)
ACTL - Passed qualification -- perform if actions
ACTL 0: Push Fields
ACTL To
So has anyone been able to get the sync working for ITSM 7?
On 12/6/07, strauss [EMAIL PROTECTED] wrote:
I lied. After seeing the size of the db backup after the failed sync
drop by 200 mb to 667mb, I just had to see how many records were in
object_search_details after the last successful
So if I can ask ... what did you find in Incident that was really stupid?
On 12/6/07, strauss [EMAIL PROTECTED] wrote:
** Let's see:
1. Cut back on the number of BMC applications you buy and install, with a
goal of keeping your object count down.
2. Buy someone else's application that
One wasbut it was a rather offensive situation that showed a complete
lack of judgement (and class). Generally speaking, don't share stuff that
may be objectionable (say like rank pornography) with members of your office
thinking they too will see the sublime humor in whatever it is your
Mary, forgive me if I'm giving an answer you already know...wouldn't you
reset whatever table schemaId=1247 is?
Drew
On Thu, 6 Dec 2007, Mary Dollus
wrote:
Below is the log entry that sets the number.. it's using $LASTID$ to get the
Incident number... where can that be reset? Thanks
Rick - I went into admin tool and exported the email template for
HPD:IncidentInteface_Create - it is quite extensive.
If I delete the fields that I don't need to use will this cause a problem
when I email the template for Remedy to consume?
Thanks!
T.
On 12/6/07, Rick Cook [EMAIL PROTECTED]
Look at the difference in results returned in a search on Assigned Group
when
1. You select Assigned Group using the pull down menus in an Incident
form (the way we've done it in Help Desk 3, 4, 5)
2. You paste the name of the same Assigned Group in just that field, and
search
They had workflow
Hi Ty,
Just the response from Michelle below…. The site is somewhat helpful; however I
can’t see the full explanation of the defect sometimes. I guess it depends on
how it was opened originally. And you have to specify an application, you just
can’t use the keyword; but I guess if you did
Hi Drew,
Well that's just it...
Schemaid 1247 is the HPD:Help Desk form and the nextid field seems to
contain the next 'request id' number.. however as you can see from the log
below, it sets UPDATE arschema SET nextId = nextId + 1 WHERE schemaId = 1247
But that's the request id field...
I tried that and it works great. Thanks for the tip.
Andy L. Mayfield
Sr. System Operation Specialist
Alabama Power Company
Office: 205-226-1805
Cell: 205-288-9140
SoLinc: 10*19140
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL
J.T.
There is another way. As everyone has pointed out the first Error is a
fatal event for the entire ARS operation. (Escalations, Modify, etc..)
This however is only a default behavior of the canned ARS
server/clients. So if you write a small ARS API client to do the work
of the Modify (or if
ITSM 7 has a new way of creating the IDs that allows them to be created prior
to saving the tickets. The Request ID is still created as previously on the
submit. I have listed below the forms that you will have to reset the NextID in
the ARschema table. Remember if you create a URL for any of
Mary, I get it now, but I don't think I can help. A copy of Oracle SQL
Developer will give you a view where you can see all the tables and the
next record id, so you would be able to find 18429 and that may help
solve the puzzle. One of the guys here says to recache the arserver and
try again,
Our security team posed this question to me earlier:
What prevents someone from brute forcing a Remedy user account password?
In response I said, U great question!
When using the builtin NTLM authentication (Cross Ref Blank Password in
Server Information - External Authentication)
Thanks for the feedback. My performance concerns come from reading the
AIE user guide, page 22:
While it is easy to add field mappings or extra rules for each
field, remember that each item you add is compared against every record in
your database.
So, for example, if during a people
Speaking of Discovery, does anyone have any feedback on EMC's Smarts
(http://www.emc.com/products/software/smarts/discovery_manager/) and how
well it integrates with CMDB?
Thanks,
Thad Esser
Remedy Developer
Argue for your limitations, and sure enough, they're yours.-- Richard
Bach
Shyam
Thanks Drew
Yep I looked at the db and looked at any table that looked like it might
contain the incident number but couldn't find it.
Isn't an H table just Status History records though?
I'll post it if I find the answer...
Thanks again for your responses
Mary
-Original
I would not delete any fields. If you must, put some dummy/default data in
fields for which you don't have real data. You should check the associated
data validation Filters all the way through the process to ensure that you
have all of the data elements that you will need all the way through
And in order to prevent receiving a second offense, one must notify the
source of the objectionable content in question lest the offender is
left unbeknownst to the offense -- hence Sandra's request.
Thanks,
Gary Opela, Jr
Sr. Remedy Developer
Leader Communications, Inc.
405 736 3211
Remedy does have this option -- forgot which version it starts with --- I
believe 7.0
you can set the number of bad password attempts.. it then sets a flag in the
AD server on your account.
and even if the account is unlocked in AD it is not unlocked in Remedy yet.
To reset it you need to change
Oh thank you
Right in front of my eyes :) I knew it was simple :)
You're a life saver...
Thanks again! :) :)
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Tucker, Rob
Sent: Thursday, December 06, 2007 4:32 PM
I think there is some basic functionality in ARS but it really gets beefed
up in ITSM 7, and I think some more in ARS 7.1.0. There's no reason a smart
guy couldn't build himself what Remedy built on those platforms, so you
wouldn't need to install ITSM 7 to get the functionality contained
Classification: UNCLASSIFIED
Caveats: NONE
I have it running successfully on 3 servers with over 31k objects on
each. We are building a new ARS 7.1 server with ITSM 702p6, etc. Will
let you know if it stops as it approaches 40k objects.
I mentioned a few days ago, the problem with the sync
Hello Aaron,
Two things come to my mind. First, can you check the health of the server,
whether is it running on full CPU and memory utilization. If your answer is
yes then try to reduce the load on the server.
Secondly, can you check a continuous ping to the server? I hope that if the
first one
Hi,
Have you tried to do so in version 7?
And a little question:
You've said - this email address should be one to one with the type of
ticket you are submmitting
Do you mean that a separate(dedicated) mailbox is required? It doesnt matter
what it's name(lets say the name is
**
I admit to being a bit curious... I am not trying to drag out the topic, but am just plain curious... In these environments, what are the guidelines for using the internet? I mean, can you surf out to a webmail site and view the contents of the list from an account such as Yahoo! Mail, or
If the only access to the application itself is from within your network,
one response you could give your security people is What's the potential
damage if they do gain access? Seeing other teams' trouble ticket data (if
that's all they would have access to) doesn't strike me as particularly
Classification: UNCLASSIFIED
Caveats: NONE
Works fine in Firefox 2.0.0.11. I was having trouble with the BMC
download site before the last few Firefox updates, now it seems to work
almost fine everywhere (they probably updated to 7.1p1). Prior to that I
installed the IE rendering engine add-on
I'm going to ask a question that crossed my mind when I first read the
comment from Sandra but I thought better of it at the time: What would the
powers-that-be where anyone on this list works consider objectionable? The
mild innuendo in my joke, the profanity in the joke prior to mine or both?
I would not doubt that these kinds of problems exist in the BMC OOTB
code - I have seen them for years, back to version 2 and 3 of the Help
Desk application. Let us know what you find during your installation.
I no longer have a ticket open on this - they closed it and logged a
defect several
**
...Will, I like your idea and it makes sense but Ive worked places where circumventing the IT departments security, i.e. by going through a tunnel to an outside mail server...Hhrrmm..__20060125___This posting was submitted with HTML in it___
Hi,
I'm just a beginner, so sorry for the dull questions. Starting with
the Administrator program:
- Sometime when I open a form, from clicking the application window,
it does not show. But scrollbars appear on the main Admin window, and
the new subwindow(MDI child) is far below the screen. ie
**
...Will, I like your idea and it makes sense but I�ve worked places where circumventing the IT department�s security, i.e. by going through a tunnel to an outside mail server... Hhrrmm... Argh... D'oh! That's not exactly what I meant to suggest. Circumventing departmental policy usually ends
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