Daniel Pater is out of the office.

I will be out of the office starting 2007-12-10 and will not return until 2007-12-13. I will respond to your message when I return. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:

Backup ARS

Hello, I want to evaluate some solutions for saving data in ARS. Please can you help me with a suggestion? Best regards, Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:

test Msg Please Ignore

Test Msg ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are

Re: Backup ARS

What is your enviorment: Windows? Unix? Oracle? sql On Dec 10, 2007 4:09 AM, CONDREA, Daniel [EMAIL PROTECTED] wrote: Hello, I want to evaluate some solutions for saving data in ARS. Please can you help me with a suggestion? Best regards, Daniel

Re: Need help with understanding a log file

Hi Carey, You are right. The USER: xxx indicates the performing user. The FLUSH/EXPIRE is not performed by the user being released. It is some other users that is doing something, and during/after the Demo-users transaction, the server checks for pending FLUSH/EXPIRE-operations. So the

Re: Backup ARS

Hello All, I am running ARS version 6.3 on Win 2003 currently on MS SQL 2000. Thank you very much, Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi Sent: Monday, December 10, 2007 2:38 PM To:

AD: RE: BMC Service Request Management

Hi All, With Abydos Designer you can design your SRM processes in Visio and instantly have TMS Tasks created so that users can follow the correct procedures. If you need to change your SRM processes you can do so in Visio and the result will be immediately available in the ARS. Check out our

Re: Backup ARS

For our system - we do DB dumps (exports) every 2 hours and using a script zip those up and keep the last 5 or so. (1 day) for the DB -- Legato was used here once a day. on the ARS side - Migrator was used -- it makes a backup automatically. Plus had it do a total dump to desktop once a day or so

Re: Backup ARS

Hello All, Thank you very much Patrick. I am looking for something that export data in ARX format. For definitions am using aradmin.exe in CLI. Daniel From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of patrick zandi

Re: Backup ARS

http://www.arutilities.com/arutilities7.html --- look at this.. it might be what you are looking for On Dec 10, 2007 8:02 AM, CONDREA, Daniel [EMAIL PROTECTED] wrote: ** Hello All, Thank you very much Patrick. I am looking for something that export data in ARX format. For definitions am

Re: Backup ARS

Daniel, Since you have written a wrapper around one CLI, why not use another? For data use the runmarco.exe CLI. AdvancedGuide-630.pdf pg: 566 -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools

Re: OT: Rant - SLA - Change / Task

It starting to sound like an OLA may make more sense to apply with the Tasks. Since tasks are needed for the success of a Change Request that is managed by another group internal to IT then OLAs should be measured against the tasks. Not necessarily customer facing SLAs. Thanks Peter Lammey

ARS Web Service issues

Hi Mid Tier Version 7.0.01 Patch 001 200701091113 Web Server Information Microsoft IIS ServletExec/5.0.0.10 Operating System Name Windows 2003 Java Version 1.4.2_10 I am currently on ARS 7.0.01 server and mid-tier. I have a web service which is being consumed by an app

Re: ARS Web Service issues

What version is your ARServer? We ran into a similar problem when our server was 7.0.1 Patch 5 but mid-tier was 7.0.1 Patch 3. J.T. Shyman Column Technologies _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Darshana Jivan [MTN

How can I display User parameters on Crystal Report

I would like to know if there is a way to pass parameters (for example the parameters the user selected on a dialog window) to a Crystal Report and have them displayed on the Crystal Report called from Remedy. Having fought the gritty never-ending battle to produce Crystal Reports that don't

Re: Friday Humor - Questions that have Confused humankind!!

A mail carrier Joanne Mansur Client Systems Analyst Northeastern University Phone\617.373.3295 Fax\617.373.5985 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:

Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS

In the past, with our old vender, we used simple macros that opened the form and supplied parameters to a macro to pop up the Issue form or Customer Agent form. The new vender Cisco using IPCC and the Cisco Agent Desktop uses macros that call some very simple Remedy macros that pop up one of 2

Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS

Randy, Which flavor of IPCC and CAD are you using? We have had no problems to date performing screen pops within the Remedy user tool from IPCC-E. Justin Hunter Lead Technical Specialist - CET Comcast Cable Communications, Inc From: Action Request System discussion list(ARSList)

How to partially mask a field

All I need to mask the first two octets of our IP addresses. It gets a little complicated as an IP address length varies. For example an IP address could be 1.1.1.1 or 123.123.123.123. Is there a way to do a SUBSTR type of function that can start after the second .? I'm trying to avoid

Re: Urgent - user_cache

Craig: I'm a little late to the party here, but... One thing I'd recommend is: after arreload is finished running on the users, to run it against the groups again. Back in the olden days (pre-ARS 5.x), one of the projects I worked on had lots of problems with the user cache getting out of

Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS

If you don't use any language but English you can disable the CTFMON completely. To simply turn off ctfmon.exe go to Control PanelRegional and Language OptionsLanguagesDetailsAdvanced, and check the box that says Turn off advanced text services. Fred From:

Re: How to partially mask a field

Do a STRSTR command to find the first period this?provides a numeric value that you can use to do a SUBSTR action. You will need a new field to hold the variable an Active Link Guide and two Active Links. -Original Message- From: Joran, Peter P, CTR, OSD-CIO [EMAIL PROTECTED] To:

Re: How to partially mask a field

Ok, this is going to be messy, but... Say the string is 123.234.3.4 First you want to find where the first . is: STRSTRC($Field$,.) Grab the rest of the string from that point to the end: SUBSTRC($Field,STRSTRC($Field$,.)+1) Which will return 2.3.4 Now, find the second .:

Re: How to partially mask a field

Peter: In the past, I've always broken down the IP address into four separate character fields. This would make it easy to mask the leading octets for displaying. Of course, it also requires building workflow. No such thing as a free lunch. :) --Phil - Original Message From:

Re: How can I display User parameters on Crystal Report

We have a control panel with a single record. The parameters we want to display and select records by are usually date ranges. So we have the begin and end dates as input fields on the control panel. Since the end date is actually midnite at the beginning of the day, we also have an Actual

Re: How to partially mask a field

Fun stuff here. To find the index of the second period: $IP$ = 126.0.0.1 $FirstOct$ = STRSTR($IP$, .) $TmpIP$ = SUBSTR($IP$, $FirstOct$) $SecondOct$ = STRSTR($TmpIP$, .) Nested: $SecondOct$ = STRSTR((SUBSTR($IP$, (STRSTR($IP$, .)), .)[I think] Now, to mask, you can simply set a field to

Re: How can I display User parameters on Crystal Report

Whether you continue to use Crystal or not is entirely up to you. For my purposes, its worked well enough, although I've admit to some frustrations with the product. In this particular case, I think the solution is very easy. I'm guessing you have a report where multiple values were passed

Re: How can I display User parameters on Crystal Report

Bruce, We currently have a couple of reports that we do this with. The general principal is to collect the users report parameters and then push those parameters into a temp field on the record(s) which will be displayed in the report. After the report is executed we do another push field

Re: How can I display User parameters on Crystal Report (UNCLASSIFIED)

Classification: UNCLASSIFIED Caveats: NONE One way to do this is the following: 1. Create a separate form which has one field for holding parameters. User the Short Description field since it is already there. Default everything else. This form will only hold one record. 2. When you construct

Re: How can I display User parameters on Crystal Report

Bruce, I just reread the post and I realized that I misunderstood what you're trying to achieve. Ok, I'd use this solution, hopefully someone else has a better suggestion as I think this solution is a bit clumsy. I can't think of a way to directly pass what parameters the user is using to

Renaming Forms/Active Links/Filters through .DEF files

Good morning listers, The name of our project changed and I need that change to reflect in our form names, menu titles, etc. I'm lazy and I don't feel like renaming everything manually. Can I export the .DEF file, search and replace, reimport and I'm good to go? Thanks, Michael The

Re: Problems with Screen Pops using Cisco IPCC with Cisco Agent Desktop and Remedy CSS

Thanks Justin, We are using IPCC 7.1.4 Cisco Unified Contact Center Enterprise 7.2 Cisco Agent Desktop 7.2 When their macros call 1 of 2 remedy macros it first sets focus to Remedy, then does ctrl I. Calls Remedy macro to pull up the correct form then it populates the parameters and

Re: Renaming Forms/Active Links/Filters through .DEF files

That would create duplicates (essentially) Export form: ProjectName Rename the .def to NEWProjectName Import from .def and you add NEWProjectName Old ProjectName still exists. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On

Re: Renaming Forms/Active Links/Filters through .DEF files

Whoops - I forgot to say Delete existing definitions before re-importing. I'm not concerned about losing data as the project is still in development. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Cupp, Michael E CTR

Re: Renaming Forms/Active Links/Filters through .DEF files

** That would create duplicates (essentially) Not if you deleted the server objects after exporting ie Backup Export Delete existing objects Update .def Import Cheers, Paul Clements IT Professional Officer Glasgow City Council Centenary House 100 Morrison Street Glasgow G5

Re: AD: RE: BMC Service Request Management

Agreed. In our final analysis - we concluded that the Abydos Designer would be much more effective as a SRMS front end than the current SRMS module offered by BMC. The Abydos Designer makes a lot of sense if you are going to be using complex processes, or expect to frequently generate a lot of

Re: RPC failure connecting with admin tool - RESOLVED

The short answer was: 6.3 is not supported in a zoned environment (a compatibility matrix update would be nice...) The long answer is that the problem appears to be with the Port Mapper. If we specify a fixed TCP port, clients can connect; no RPC error. So now we just have to get the ARTCPPORT

Re: Remedy on zoned server?

Excellent - that did the trick. And I think BMC support was surprised to find out! Thanks much! -Aaron * Email: [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jean

Re: Renaming Forms/Active Links/Filters through .DEF files

If the length of the old name and new name are the same then this might work. However, be careful of where an object name word-wraps in the def file; a simple replace wouldn't work here. Exporting to xml would be better as long as you don't export everything at the same time as the file might

Question: Active link /server name

I have a form on Server A and the same form on Server B. I want to run an escalation that will match data from server A to B and bring the data over from server A. When I try to do an escalation and add the other server (I login to both servers at the sametime) I can't add the 2nd server name to

Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

Classification: UNCLASSIFIED Caveats: NONE Yes, what you describe is correct. The .def file is a big text file. To rename project names, just do a replace within a text editor and save. Make a backup before you do this! Embedded pointers may take some manual intervention, but

Re: Question: Active link /server name (UNCLASSIFIED)

Classification: UNCLASSIFIED Caveats: NONE Server to Server communication is limited to DSO and a couple of other integration capabilities. One trick that Lenny Warren has published is building an Escalation with a Run Process and the ARIMPORT command line process. The ARImport command line

Re: Question: Active link /server name (UNCLASSIFIED)

Another method is to create a database view on server 1 of the form on server 2. You can then create a view form on server 1 of the database view. Since both are now visible on the same server your escalation should be no problem. Fred -Original Message- From: Action Request System

Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

Embedded pointers? -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of FRANK, GORDON CTR DISA JSSC Sent: Monday, December 10, 2007 10:34 AM To: arslist@ARSLIST.ORG Subject: Re: Renaming Forms/Active Links/Filters through .DEF

Strange Filter Processing Prolem for CTM:People Feed

Ok, ARS 7.1, ITSM 7.1 I have an LDAP Plugin - no problems. Send the data to a mapping form to do data validation before the push to CTM:People. For MOST of the records it works great. I have a 2 stage process. 1. Push the LDAP Plugin data to the mapping form. (First escalation) 2.

Report to CSV in 7.0.1

I'm trying to run a report I created inside of Remedy. It doesn't work how I expected, don't know if it's my setup or how they expected it to work heh. I designed a report and put workflow in the ReportSelection form so that when you select the report it will set the Destination field to File and

Push fields only if not $NULL$

ARS 7.0.1 We have a staging form with People information. We are performing a check to see if a user matching the staged data already exists. If so, we want to push only the fields on the staging form that are not $NULL$. My thought is to do this with a filter guide and a separate filter for

Re: Push fields only if not $NULL$

J.T. Why would you only push to fields that are NULL? What if your source has updated since the record was created in the staging form...wouldn't you want the updated value? Would it be easier to define certain fields that you did NOT want to update if there was a pre-existing value.

Problems to migrate ITSM 6.3 to 7.0 with customizations.

Hello All, I would know if somebody already performed the migration of ITSM 6.3 to 7.0successfully. I'm with some problems to do the migration, because my ITSM 6.3 has a lot of customizations and I don't know if the Migration Tools migrate the customized fields too. The other problem is to

Re: Push fields only if not $NULL$

You've got the situation backwards. We want to push fields that are NOT $NULL$ on the staging form; i.e. have data on the import. We don't care if there is data in the existing people record. We want to make sure, however, that we don't overwrite existing data with a $NULL$ such as clearing out

Crystal Reports/Mid-Tier

What is the minimum Crystal product you need to get reports to work thru Mid-Tier? Will Crystal 2008 work or do you really need to spend $7500.00 for the server? We are going from 4.5 to 7.1 and have no idea how to get this to work. Thanks for your help. //SIGNED// Robert R. Gornto, GS-12,37

Digital Signatures

Is anyone using digital signatures and smart cards to sign forms/fields in ARS ? //SIGNED// Robert R. Gornto, GS-12,37 CS/SCBB Chief, Network Administration DSN 945-0483 Comm 210 925-0483 ___ UNSUBSCRIBE or access

Re: Push fields only if not $NULL$

I might reverse your logic. How about updating the staging form filling in the $NULL$ values. You can do this using SQL Set fields. Depending on your database you will use the database's special null functions. For Oracle it is: nvl(checkValue, ifNullValue) For MSSQL it is:

Re: RPC failure connecting with admin tool - RESOLVED

The short answer was: 6.3 is not supported in a zoned environment (a compatibility matrix update would be nice...) FYI, since AR System 7.0.00 was the first release to officially support any virtual environments, it is documented in the FAQ section that releases prior to 7.0.00 are not

Re: Push fields only if not $NULL$

This is a neat idea and I may give it a try. My only concern would be that the schema IDs may be different on different servers making the code not quite portable. J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL

Re: Push fields only if not $NULL$

The SQL command is ISNULL and not nz. J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Grooms, Frederick W Sent: Monday, December 10, 2007 1:41 PM To: arslist@ARSLIST.ORG Subject: Re: Push

Re: Push fields only if not $NULL$

That's why I don't use Schema IDs. Remedy automatically creates a database view of each form. If your form is CTM:People the database view is CTM_People. Each of the fields are available by the database name in this view. If field 1 is Request ID then in the view it is Request_ID. It makes

Re: Push fields only if not $NULL$

Oops sorry... The only MS SQL I have to use here is inside Access and it uses a function called nz. All my databases here are Oracle and it uses nvl. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of J.T. Shyman Sent:

Re: Push fields only if not $NULL$

Well, we're on Oracle and I didn't know the command there so it was a help to see it. I'll let you know how it comes out. Thanks for the great info! J.T. Shyman Column Technologies -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On

Re: Crystal Reports/Mid-Tier

Hi Robert I think the standard version (guess $300) will work but only if the ARS is on the same server as Crystal. Realistically, you need the professional version (guess $700) that will allow you to connect using the ARS ODBC driver across a network. This is much cheaper than Crystal

Generating ticket request number after push fields.

Hello All, I built a custom form and when a user hits save on the form, I have a filter that fires with a push fields action to send all the data from the custom form into the Change Form. Now they higher ups, want a way to get the Change ticket number into the custom form. They also want any

Re: Generating ticket request number after push fields.

If you are pushing the id of the custom form to the CHG form you could have a filter on the CHG form push the newly created CHG ID back to the custom form. Then you could use those two ID's to link up changes between the forms. - Dylan Wheeler Production Control Analyst Principal

Re: Generating ticket request number after push fields.

Would the Run if qualification be OPERATION = SET, execute on Modify? and then just do a push field where the change id gets pushed back into the custom form? On Dec 10, 2:37 pm, Wheeler, Dylan [EMAIL PROTECTED] wrote: If you are pushing the id of the custom form to the CHG form you could have

Re: Push fields only if not $NULL$

Eli, I dismissed your idea out of hand. I apologize. I'm going to use a combination of your idea and Fred's. The staging form will, on merge, check to see if a user exists in CTM:People and will pull the person ID into a field. The next two filters will fill in selected fields on the staging

Re: Generating ticket request number after push fields.

What I would do is have an optional field on the CHG form named Custom Form ID or whatever you want to call it. When you push to CHG, push the custom form ID as well. On CHG, have a filter that fires on Submit with the qualification of 'Custom Form ID' != $NULL$. The action will be to push the

Re: Push fields only if not $NULL$

J.T. - no worries! Having never attempted this before I was just throwing ideas out to facilitate a brainstorming session. Personally, I think Fred's idea was excellent and I plan to hang onto that for future reference! :) Cheers! Eli From: Action Request

Using crystal reports with the Remedy User Client

I have asked this question before, and the answer was to create a report using Crystal 10 or higher. Until recently, I have not had CR XI at my disposal. I have received a trial copy and want to get this to work, so that I can purchase the full version. I have ARS version 7.0, I have a Crystal

Re: Generating ticket request number after push fields.

After the Push action to the Change form grab $LASTID$ keyword and store it on the calling form. On Dec 10, 2007 3:00 PM, [EMAIL PROTECTED] [EMAIL PROTECTED] wrote: Would the Run if qualification be OPERATION = SET, execute on Modify? and then just do a push field where the change id gets

Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

Classification: UNCLASSIFIED Caveats: NONE Embedded pointers are anywhere theres a literal being used. This can occur in many different actions. The editor should see these within a action line. Just rename the old to the new, but make sure you test them to make sure it takes. Gordon

Re: Using crystal reports with the Remedy User Client

Go into the ODBC connections under the control panel, If AR system ODBC not listed, Create it. Select Server name, Do not need userid no not need password Check the two middle boxes -- That is about it.. On Dec 10, 2007 3:17 PM, Cupp, Michael E CTR USAF AFRL/RYOD [EMAIL PROTECTED] wrote: I

Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

s/name : filterX/name : filterZ/ is safer than s/filterX/filterZ/ Axton Grams On Dec 10, 2007 3:34 PM, FRANK, GORDON CTR DISA JSSC [EMAIL PROTECTED] wrote: Classification: UNCLASSIFIED Caveats: NONE Embedded pointers are anywhere theres a literal being used. This can

Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

Classification: UNCLASSIFIED Caveats: NONE From a vi standpoint I agree Gordon M. Frank DISA\Version FNS -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Axton Sent: Monday, December 10, 2007 3:51 PM To:

Re: Renaming Forms/Active Links/Filters through .DEF files (UNCLASSIFIED)

Whatever text editor, translate as needed, better to use the long string to avoid replacing things that shouldn't be replaced, or replacing things that will invalidate the format of the def file. Axton Grams On Dec 10, 2007 3:54 PM, FRANK, GORDON CTR DISA JSSC [EMAIL PROTECTED] wrote:

Re: Generating ticket request number after push fields.

True, another way of doing it. I try and stay away from the LASTID though. You never know if your going to get the CHG ID or the ConsolidatedList ID or some other custom integrated forms ID heh. - Dylan Wheeler Production Control Analyst Principal IT Operations Downey Savings

Re: Generating ticket request number after push fields.

LASTID can be tricky in this scenario. If there are filters on the secondary form that create entries, you will get the wrong id. - Generate a GUID - Create a filter that pushes to the second form (include the guid) and performs a set fields from the second form based on the guid - Force

Backing Remedy instance for disaster recovery

Hi: is there a recommended way to back up remedy deployment. I am talking about everything seen from the administrator window (forms, filters, webservices, escalations etc). Want to have something place is the data gets corrupted. I am looking for some pointers in remedy document. I have ITSM

Re: Remedy 5.1, no permission to requests when searching?

hi, i need your help again guys. so i did add a Client permission (literal, as in Client is the name of our permission) to the Request ID field and did try searching for tickets for a specific client (i used their company name as search param) and was able to retrieve all their tickets. what i

Re: Backing Remedy instance for disaster recovery

Hi Ravi, The disaster recovery has many aspects which basically revolves around the amount of damage you can sustain. In the ascending order of permissible damage, various methods can be 1) If you don't want to loose even few seconds of data then you need to employ high availability techniques

Re: Remedy Knowledge Management 7.x Patch 001

This is what I heard from Remedy regarding the authentication piece of RKM.. RKM doesn't care about its own RKM_User table if it is set up for use with the ARS Server. The authentication takes place in the ARS. The RKM_User table within the RKM database is virtually redundant if its setup to

java plug-in in ARS (vefrsion 6.3)

Hi all, I beginner in ARS but not in java. I want to write java plug-in, but not know as. Can some one help me and give an url(s) to the documentation where step by step described how create, configure and call java plug-in in ARS (vefrsion 6.3)? Thanks in advance. -- View this message in

How to modify Assignee Group?

Hi, can anyone tell me if there is a way to update or modify Assignee Group when the ticket has already been submitted? TIA. Elinore ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: