Importing them went less than well. The trick to getting it to run at all is documented, and is part of post installation configuration - defining the path to the arimportcmd.exe in the SLM:ConfigPreferences form.
Looking at the log files for the 16 service targets I tried to import, there were a steady stream of unique index violation errors: 3 records failed to import to form SLM:RuleActionSetValueItem and SLM:RuleActionSetValue, and 1 to SLM:Milestone The same thing happened with the 4 service agreements: 6 records failed to import to SLM:Association (4 did... Remember, this is for only 4 agreements), then it just gets ridiculous after that. No service agreements ever showed up in the SLM Console. I have to assume that every table that is important to SLM now has a PARTIAL set of the records it needs to make these 16 service targets work properly, and some data from the service agreements that never got properly imported, and is basically junk data polluting my production server. I would have to rate the export/import function as completely worthless, even dangerous, so now I am in the process of restoring the database to a previous backup from two hours ago, and I expect that I will be building everything by hand. BTW, I noticed that there are absolutely NO Rules showing as having been built in the three ITSM 7 application integrations I installed (HPD:Help Desk, CHG:Infrastructure Change, and SRM:Request) in the Config Service Target Data Source - Administration tabs. Should these have appeared here already, after installation??? On my oldest dev server, where SLM was installed as 7.0 and upgraded to 7.1 last fall, rules appear for all three data sources even though I only built test service targets for HPD:Help Desk. On the clone of production where I built these new service targets (this was a clean 7.1 installation), rules appeared in the HPD:Help Desk data source after I built the service targets. They still don't appear for Change or Request. There is no evidence in the installation logs for the SLM 7.1 integrations that anything failed - they are all Green-board with Successes. I'd be curious what anyone else sees on their SLM 7.1 installations. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leonard Neely - FOJ Sent: Friday, February 22, 2008 8:33 PM To: [email protected] Subject: Re: SLM 7.1 Questions This addresses your first question. From what I can see, I think you may need to provide a file extension with your export and log file name. I tested this, and it seemed to work fine for me. I did notice that it took a while (over a minute) before it actually created the .arx file at the destination path. It also took several minutes to complete, even when only exporting a few ST's. I do belie that there may be some documentation errors, as a login and password is not needed to export Service Targets. Also, yes..., when you click OK on the message, the export window closes and leaves you back at the app admin console. HTH Leonard Neely Column Technologies -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of strauss Sent: Friday, February 22, 2008 3:25 PM To: [email protected] Subject: SLM 7.1 Questions With apologies to anyone who reads ARSLIST _AND_ the BMCDN Forums, I'll post this again here in case any of the SLM gurus are here (not working for BMC and limited to BMCDN). After several days of reading and then building service targets, agreements, contracts, etc., on my development server, I have not been able to find answers to several questions: 1. When trying to export service targets or agreements, I select one or all of them, provide the path and filename for the output and the log file, and click Export. I get a message that it is exporting: Exporting SLM from remedy7.ars.unt.edu server to remedy7.ars.unt.edu server file path. (ARNOTE 45195) Message: Export Started. Wait until Export finished and check Log File - C:/temp/Tmp at remedy7.ars.unt.edu for result (ARNOTE 45196) The preceding message occurred during the execution of active link SLM:Export:Submit -- action 1. (ARNOTE 1101) I click on OK, and the SLM Export Utility abruptly closes. No files or logs are output. The docs and help file say this: In the File Path/Name field, enter the required path and the name for the file to which you want to export service targets, for example, c:/temp/filename.arx. The file is saved on the server where SLM is installed. Define the server you want to export from. You must enter the user id and password. There is no place to enter a server, userid, or password, and if it is supposed to be part of the path and file (of which there is the example above), there is no example of the syntax to use for those entries. Are the docs and help file incomplete? Does this utility even work, or is it a fake? Has anyone gotten it to work, ever? 2. In Configure Data Sources, selecting the Incident Management-installed HPD:Help Desk source, in the Request-based Settings tab, no value has been selected for any setting except Start Time. What should the others be set to, or will setting them "break" the OOTB integration the installer created? In particular, how would I add the capability for "Reset Goal for Same Request" correctly? The docs talk about custom apps but not how to modify the OOTB integrations installed by ITSM7. 3. The same Data Source is set to MSP=No. If I am going to need separate SLAs for our 25 some-odd distributed support areas, which have separate operational companies, what is the proper way to partition SLM to do that? The docs are unspecific. BTW, our customers are all in one customer company, with membership in two others (employees and students) for another purpose. Only support staff reside in the operational companies. They support one or more customer organizations with subordinate departments. I can imagine needing separate SLAs for each customer organization and its support company, and OLAs between different customer support companies. How do I set up MSP for this (or will it even scale to do OLAs between companies if I turn it on??)? So far I have only created one business time entity with three segments for the whole campus. All of the operational companies have schedules and holidays defined the old way, as part of their support group definitions. Any ideas on any of this, or am I off the map here?? Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ ________________________________________________________________________ ____ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
