I'll select Joe's posting as a reply point—knowing that others have added more
information.
The University of North Texas System investigated SNOW as a Remedy
replacement—by the way, our current System administration is in an ABR mode
(yes, Anybody But Remedy).
SNOW Pluses—a more complete pack
HI Mark.
I agree with Nancy, and can go a bit further: significant workflow is involved
keeping User, People Permission Groups, and other tables SYNCHRONIZED as an
administrator configures via CTM:People and the People-View in Nancy's
response. In fact, I do not recommend trying this by hand u
M X 2 inches if your electrician is only guy looking
at it.
On Mon, Apr 2, 2012 at 11:52 AM, McClure, Don
mailto:don.mccl...@unt.edu>> wrote:
We are *investigating* ADDM8.3 for addition to the ITSM suite here at Univ of
North Texas. In fact--a business point I have now heard from multiple
We are *investigating* ADDM8.3 for addition to the ITSM suite here at Univ of
North Texas. In fact--a business point I have now heard from multiple
sources--a *change notice* should not be considered implemented/complete until
a discovery run {after claimed change implementation!} show results
We have experienced this situation with 7.6.04 p1--have not successfully
installed p2 (separate situation, being handled with BMC support by Chris
Strauss, across the hall!). I will supply more details after 'resuming'
operations following the University's Winter Break.
Don W. McClure, P.E.
IT
We purchased/installed xMatters/Alarmpoint 4.1 and ITSM Helpdesk Integration
2.2, with mixed results.
Current status:
Alarmpoint *notification node* [their term] is functioning as their marketing
data claims, providing manually-triggered two-way traffic (notification by
server, response by us
Hi Frank. That is the method we used on the combination of ARS/ITSM you are
using (transition to 7.6.04 for both in occurred early August 2011).
I built Assignment critera which set Ownership to the default group for the
Company/Organization/Department of requesting customer (heavily multi-tena
Processes tab -> select arplugin.exe -> click End
Process. Since it was started by armonitor.exe, armonitor will automatically
restart the process.
This also is a helpful tip for the Reconciliation Engine when needed.
Jason
On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don
mailto:don.mc
ollow are to open Task
Manager -> click on the Processes tab -> select arplugin.exe -> click End
Process. Since it was started by armonitor.exe, armonitor will automatically
restart the process.
This also is a helpful tip for the Reconciliation Engine when needed.
Jason
On Wed
The equivalent step for Windows:
Open Windows Services. Find service called 'arplugin.exe', and stop it via
standard method.Caution: any other functions relying on 'arplugin.exe'
will stop as well, momentarily.
Main AR service should restart 'arplugin.exe', instantly. I believe others
h
Sam,
Now you have the information necessary to that command-line, with
parameters specific to your needs.
Most folks on this list know much more about usage of this tool than I do--but
we all admit that determining and populating that parameter set is another
significant effort.
All the bes
Hi Sam.
When we use the dataimport tool, I open a command window on the desktop first.
Then, manually change to the appropriate directory, then run the
'dataimport.bat' command as a command-line.
Then, since the window is user-opened, it stays open until the user closes it
(either with th
We observe similar results--with Google Chrome both on Win7 and Mac OS X
10.6.8. Boxes with borders are defined, no content to the individual result
boxes.
Results display works correctly in IE and FireFox 4.0.1.
Don W. McClure, P.E.
CITC Call Tracking Administration
University of North Texas
Raj,
We need to further define the requirement 'belongs to ...'. I presume this is
for ARS 7.0/1,
possibly with ITSM 7.0/1 (since the Data Management Tool is involved):
- a person can have only ONE People record for a specific login ID. A person
may have
more than one such ID. Any attempt to
Peter and others,
I have encountered this situation with support staff in our installation
(ARS7.1/ITSM7.1), thankfully only intermittently. And, last occurrence was a
few months back (wow, I could be talking entirely too soon!).
Basically, the user has effectively lost General Access, regardl
Anne,
A number of the forms related to Company, Region, People, Location and others
should probably NOT be copied as SYNCTOTARGET . This mode removes 7.6.X-related
info which should probably not be molested (would tend to contaminate GUID
assocations which gets very messy). Any form containing
Hi Lisa and others. I found the following item in the Microsoft knowledgebase
(furnished by Dell technical assistance):
http://support.microsoft.com/kb/823206
Microsoft changed the way devices are referenced AT OPERATING SYSTEM
INSTALLATION--affects both OS upgrade and OS fresh install.
Seems
Hi Viswa.
One of the copy steps for us was moving ca 35K records from HPD: Help Desk
(ITSM7) in approx 24 minutes (RRRchive, sync-to-target to populate new system
with data from production clone).
This particular run was executed on Windows desktop; later usages are run from
target server.
E
Hi Brian and Joe.
I am using WUT 7.5/patch 5 and 7.1/patch 7 on my Win7 Ultimate, 64-bit (Dell
Precision T7500). As I remember--the 7.5 installed without issue; the 7.1
required installing in XP/SP2 mode (basic installer would not recognize
available disk space for installation).
Don W. McClu
If LJ will allow me...
My wife used to work in HR circles for hiring of technical personnel. She
tells me the following
concerning employment law here in the United States:
- it is actually not illegal to ask questions about age, race, gender, marital
status, etc;
- but it IS ILLEGAL TO ACTUAL
Have any of you fellow warriors integrated AlarmPoint 4.0 (or higher) with ARS
7.5/ITSM7.6? I am experiencing one particular syndrome which leads me to
suspect all is not fully functional in the provisioned API (failure to retrieve
one record, even after a correct pointer to that record is furn
Hi Patrick, one more data point for you:
Dell Precision T7500 workstation, 64-bit Win7, latest 1.6 JRE: Developer
Studio 7.5 patch 3 installed without difficulty. Again, like Chris Strauss, I
have only explored ITSM workflow for current implications--but no issues so far.
Don W. McClure, P.E.
I encountered the following situations utilizing the ITSM7.5 Data Management
Utility. For those who have not yet encountered this 'wonderful' inventory
item:
First, installation: initial Windows 7 installation with default locations
resulted in structure being under c:\Program Files(x86) on t
Hi Bruce.
I am amplifying on Chris Strauss' remarks (his office is across the hall from
mine!). The subject random functional failure occurs in our situation just
often enough to be very irritating to both support-staffers and the admins
trying to fix it.
My corrective action has usually tak
For those of you working BMC Atrium Discovery and Dependency Mapping
(7.5.01)--please be aware that the Discovery Client requires JRE 1.4.2_13. No
other versions are supported. And, this JRE was EOL-d (end-of-life) by Sun on
30 Oct 2008, according to their website.
In fact--initial access to
Hi LJ..
We are seeing that similar issue as well. I have not heard a major user
groundswell yet...but...I noticed that behavior in my IE8 'checkout' before
recommending (or against) its usage on campus.
Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of Nort
Hi Jennifer,
I am answering this question for Chris Strauss.
Short answer on keying off Site, is No.
We key off customer organization/department-by legacy University practice.
Therefore, the tier-1 support will be furnished by whatever support group is
tasked to support that department (in th
Concerning question on Distributed Environment--short answer is : yes.
By Chris' description below, our environment is characteristically different
from many encountered in the commercial world, public entities, and maybe even
other academic centers. We do rely on legacy knowledge in 60-odd sup
Jennifer-- I do not know of such a document. In fact, in ITSM 7.X that feature
is not supported as one would like.
Basic set theory is at work here: the assignment routine tries to match on a
specific intersection (yes, set theory term, presumes all required terms are
.true.) of ALL fields in
Concerning Asset 7.1: what is the procedure for moving a new Business Process
from 'Ordered' to 'Deployed'? The 'change' view for most hardware items
includes a status pulldown menu for that change...but I do not see one for
Business Process, and have not found explicit mention in the documen
I'll confirm Chuck's observation for ITSM 7.0.3; we took our implementation one
step further:
We purposefully constructed all Ownership and Assignment rules to be mutually
exclusive; that is, a particular combination of entries for items 2 through 17
as listed by J. T. may be matched by one-and
I can confirm: Christopher Strauss is at UNT-should be back Monday 12 Jan.
His office is across the hall from mine...
Don W. McClure, P.E.
Applications Manager, Call Tracking Administration
University of North Texas
dwmac (at) unt (dot) edu
From: Action Request System discussion list(ARSL
Laurie:
We run ITSM 7.1, and have experienced following situation:
If the lack of write authority is a CHANGE from previous behavior-please know
that we have had to occasionally DELETE then RE-ADD a permission from the User
record (usually General Access)) to restore proper Incident visibility-
Hi Kevinwe are on ARS 7.1 patch 2, ITSM patch 7, Windows 2003 server and
MSSQL 2005. We have 310 support staff in 222 support groups; 111 groups are
company-bounded, and the other are 'reflections' of those groups with
visibility to all support staff.
Further: our User table is ca 150K us
And I agree with Uday and Rick.
The long-time assumption behind most software development is
'commodity'-status; never mind that
code-lines are not just generic items but are targeted for very specific
functionality.
Actually, the 'lines-of-code' thinking of management was obsolete even in the
Hi-posting information for the University & Christopher Strauss across the hall:
Short Version: No way to change a company name once configured (because full
fan-out is impracticable).
Full Details:
first-where a new company structure is required for any reason, I created the
new company/gro
Hi Rick.and if you end up in North Texas (Ft Worth, Dallas, general
area)...try Sonny Bryan's.
The original is a hole-in-the-wall on Inwood Rd, just north of downtown
Dallas...but with a
large number of very expensive autos parked out front every day at
lunchtime(even seen
one custom 2008 La
estricted and not given access restrictions for the company
of the account that was updated?)
Thanks
Peter Lammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
ammey
ESPN MIT Technical Services & Applications Management
860-766-4761
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of McClure, Don
Sent: Thursday, May 22, 2008 6:36 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7 Support Staff p
Initial presentation: one particular user's CTM:People showed a
'Last Modified By'-value of other than expected parties. Further, the record
and its corresponding user record lacked Application Permissions and
Support Group associations I know I added the evening before (and then
verified, by logg
Another item for folks not familiar with the situation,
including non-security-cleared Remedy folks considering
such engagements--The entire situation is chicken-and-egg
(or, perhaps, Catch-22!!!).
It is(or was, last I knew) generally very difficult for an
INDIVIDUAL to initiate request for a US G
Both of these utilities are available to users, without additional licensing
(best of my knowledge).
Please see previous threads on both of these items—each behaves with
significant functional
limitations which may or may not satisfy your needs.
Don W. McClure, P.E.
Data Administrator & System
Hi Priyanka--
Some Business Agreements are graded by 'time-to-first-response', especially in
the United States. Customer relationships are often aided by the customer
realizing their ticket has been acknowledged, and is being worked, even it not
yet resolved. A request in that state will, of
We have just determined another 'feature' in subject tool. Details:
Column BG of '02 CTM-People', located in People.xls, designates 'Unrestricted
Access'.
Column is NOT color-coded, and specifically labelled optional; further
instructions
declare, it must be entered as "0" or "Yes" if used. We
This is a 'rest-of-the-story' addendum to Christopher Strauss' answer below:
- Data for the items mentioned were extracted by pertinent reports (from user
client,
via *.csv), then loaded into BMC FDMT spreadsheets
- Some normalization/'vetting' was also performed during such process, with
Abstract: Further precautions users should observe concerning this product.
Full Disclosure: Additional notes on usage of ITSM Data Management Tool (DMT),
as used in ARS7x/ITSM7y/CMDB2.z
- Handling of individual sheets relies on an Excel function to find
indefinite limit of user-ente
Abstract: Beware of this product. It may not be a good fit for your logical
environment, consuming more work than manual entry for similar data-your
mileage may vary.
Full Disclosure: We are implementing and fielding ARS7x/ITSM7y/CMDB2.z via an
architecture previously described at length by
data.
Rick
On 12/12/07, McClure, Don <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote:
**
Caution: the Effective Technology literature says it is not intended for
support staff, due to complexity of permissions/roles/accesses. Frankly, I
have examined both the EffectTech produc
uss' environment-his office is across the hall
from mine!)
Don W. McClure, P.E.
Administrator & Engineer
University of North Texas
dwmac_at_unt.edu
940.565.3287
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Marc Bowen
Sent: Wednesday, Dec
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