AUTO: Adam C. Miller is out of the office (returning 11/26/2012)

[Adam Miller]

I am out of the office until 11/26/2012.

Please contact  Marcus LaPil,usa or John Ferrnandez in my absense, as my
responsiveness will likely be less effective than normal. Try to have a
great day, and don't break anything.

See you later


Note: This is an automated response to your message  "arslist Digest - 20
Nov 2012 to 21 Nov 2012 (#2012-452)" sent on 11/21/2012 23:00:00.

This is the only notification you will receive while this person is away.

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Re: How does Crystal reports work in AR User tool.

[patchsk]

When you install user tool it will also installs some crystal  libraries to 
help execute reports.
Apart from that you need to configure the odbc connection.




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Re: More Notification Questions

[Schon, Stuart]

Review how the notification engine works against the incident form and
create similar filter workflow for the worklog if they do not exist. You
will also need to create your own templates and such for new messages.
You would create and tailor 8xx filters to qualify to the company you're
interested in 

 

Stuart Schon
Service Desk Systems - Manager

Fujitsu Australia Limited
2 Julius Avenue, North Ryde NSW 2113, Australia
T +61 2 9113 9435 M +61 458 592 245 
stuart.sc...@au.fujitsu.com  
au.fujitsu.com  

 

From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Thursday, 22 November 2012 5:21 AM
To: arslist@ARSLIST.ORG
Subject: More Notification Questions

 

** 

Hi All,

 

In ITSM 7.6, I need to create a email notification to a specific address
that is sent when the Incident Work Info (Note) is updated and the
Customer is XYZ. Since this is an active link push field, I can't figure
out anyway to send the Note content with a notify filter. I am thinking
I either have to do an active link push field to a custom form and
notify on create or set field to a custom field in the Incident and use
that with the notify filter.

 

Really hoping for a clean way to do this. Any suggestions greatly
appreciated.

 

Mark

 

Mark Brittain

Remedy Developer

ITILv3 Foundation

NaviSite - A Time Warner Cable Company

mbritt...@navisite.com

Office: 315-453-2912 x5335

Mobile: 315-882.5360

 

 



This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.

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<>

Field Force Automation - TOA...

[Joe D'Souza]

I would like to hear from people who may have used this system with Remedy
ARS (either ITSM or custom apps), as to how you'll may have leveraged the
use of FFA with Remedy trouble ticketing systems.

 

I realize that this is a pretty open ended question. I would welcome any
responses either to the list or directly to me. I might soon be on a project
where I may need to integrate these two together - I do not know what the
scope of that integration would be as yet, but am trying to get some insight
into TOA tools for FFA (Field Force Automation). I have worked with a
similar tool before many years ago, and unfortunately do not recall any
specifics.

 

Joe


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Re: EXTERNAL: Re: Results list with Entry Point

[Scott, Cynthia J]

There is nothing coming up for SQL. The search is done with multiple processes 
instead of active links. It looks like I'm going to have to bite the bullet and 
develop an entry point guide so that the form opens through the Landing 
Console. 

Thanks for the help.
Cindy

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of pritch
Sent: Wednesday, November 21, 2012 12:13 PM
To: arslist@ARSLIST.ORG
Subject: EXTERNAL: Re: Results list with Entry Point

Cindy - Is it returning the same record every time when you search directly 
from the entry point opening the form?

Sounds like there may be a (hidden) field being set when you launch the form 
via the entry point that isn't set on a new search.  When you did your log 
(trace) did you do it when you pressed the search button or from clicking on 
the entry point?  Did your trace include the SQL log for both?  Maybe see what 
the select statement looks like for each (ie see if it is doing the same query).


- Original Message -
From: "Cindy Scott" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 21, 2012 11:57:33 AM
Subject: Results list with Entry Point

I have created an entry point for the Task form on the Application List through 
the Task form's properties, not an active link guide. When the form opens from 
the Application List link, a search only returns one record. If I click the New 
Search link and search again, then a list of records is returned in a Results 
list. How do I get the form to open with the ability to return a results list 
on the first search? I thougtht maybe an active link was just returning the 
first matching record, but I don't see that happening in the trace. What makes 
the difference when a form only returns one record on a search or it returns a 
results list? 

Thanks,
Cindy

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Re: AR System & ITSM Upgrades (we are WAY behind)

[Brian Pancia]

We are coming to the end of this painful upgrade (I hope).  Chris hit
almost every pain point we are/have experiencing too.  Give yourselve a six
month window for this upgrade.  We also found out that even after we got
the installers to go through successfully on our staging box, that a lot of
backend workflow was missing.  The biggest piece is SLM.  This may be one
of the reasons Chris is not able to load service packs against his system.
If you go down the staging server path make sure you validate everything.
If you can get away with starting with a fresh build and keep the old data
archived off for reporting purposes you will save yourself a lot of
headaches.  This upgrade is the hardest upgrade I have ever done and I have
done a ton of upgrades.

Good luck.
Brian



On Wed, Nov 21, 2012 at 12:16 PM, strauss  wrote:

> Pour a fresh cup of coffee (or whiskey) and settle in comfortably before
> reading ;-)
>
> The following long and arduous process worked last year (May to August
> 2011) for our upgrade from 7.1 to 7.6.04.01 :
>
> The production system was upgraded as follows, using a staging server for
> the upgrades and overlay process, then restoring the db to a new production
> server which was a new 64-bit install of the program files (upgrades on
> same box remain in the (x86) structure):
>
> ARS  from 7.1.00.002 to 7.1.00.011 to 7.5.00.007 to 7.6.03 to 7.6.04
> SP1
> CMDB from 2.1.00.002 to 2.1.00.006 to 7.6.00.002 to 7.6.03.001 to 7.6.04
> SP1
> AIE  from 7.1.00.003 to 7.1.00.008 to 7.6.00.002 to 7.6.03.001 to 7.6.04
> SP1
> ITSM from 7.0.03.009 to 7.6.00.001   to 7.6.03 to 7.6.04
> SP1
> SLM  from 7.1.00.002 to 7.6.00.001   to 7.6.03 to 7.6.04
> SP1
>
> The upgrade was chosen because all attempts to migrate live SLM data
> failed; SLM must be upgraded in place. After upgrading to 7.6.04.01, we ran
> BPCU Successfully in Prefixed Overlay Mode to change our customized
> workflow to Custom, which we then disabled. Using BPCU on forms proved to
> be a disaster in earlier testing (hundreds of forms were overlaid
> incorrectly) so we avoided that on the final upgrade and created all of the
> form/view/field overlays by hand from 7.6.04.01 objects. Otherwise you get
> overlays of the much older (7.0) version of the form, which don't work
> properly in 7.6.04.  The same was done with workflow, since much of that
> was changed significantly from 7.0.x to 7.6.04.01 and it is easier to start
> with an overlay of the newest version of the object (active link, filter,
> guide) and add only your changes; if you use the BPCU-created overlay it
> will be missing every change from 7.0 to 7.6.04.01, and you will have to
> add those as in as well!
>
> After all of the upgrade and overlay processes were complete, we ran the
> new production server in parallel to the old production system for a month
> of acceptance testing, during which time updates to data in dozens of
> tables on production were synced to the new server nightly using batches of
> RRR|Chive scripts (including SLM transactions!!). This was done safely by
> setting the NextID on all of those tables to the next 10,000, 100,000, or
> whatever level so that all new records in Incident, SLM, Email, etc., on
> the new server never conflicted with data coming in from production each
> night. That also meant that any work on the new production server by our
> early-adopting departments was real, live data, and would remain live after
> the cutover.  Cutover involved setting the old production server to
> Administrator-Only Mode, and changing the web page links to the new
> mid-tiers and iframes to point at the newer Kinetic Request console, which
> we also upgraded from 4.0.3 to 5.0.2.
>
> The patch level to patch level jumps were recommended by BMC based upon
> what they were seeing actually work - other patch levels and larger jumps
> were failing miserably for us and for other customers.  I cannot tell you
> what to use for the jump from 7.0.01.006 to 7.1.00.002, and only ONE BMC
> support tech was savvy enough to be able to recommend the sequence we
> finally used. They have a good reason to want you to jump from ITSM
> 7.0.01.006 to 009 first; we started there, and there were a LOT of changes
> in 008 and 009.
>
> On operating systems, we remained on Windows 2003 servers (from 2003 to
> 2003 R2) due to lane java requirements for AlarmPoint - a complete waste
> since that product turned out to be a disastrous failure against ITSM
> 7.6.04. The db went from SQL Server 2005 to 2008 with that hosted on
> Windows 2008 R2.
>
> You must go through all of the db cleanup steps every time you move the db
> and restore it under a different server; that has been discussed on the
> list recently, as well as in the archives. In our case that was once on the
> staging server before all of the upgrades (restored from old production),
> and again on the new production server when restored from the staging
> server.

Re: SRD Approvals - VERY URGENT -

[Frex Popo]

No worries!! all resolved!! :)




De : Frex Popo 
À : "arslist@ARSLIST.ORG"  
Envoyé le : Mercredi 21 novembre 2012 14h28
Objet : SRD Approvals - VERY URGENT -


Hello all,
We have built some SRD’s in SRM2.2 (development environment), and exported and 
imported them to test. The SRDs are imported in status Draft, we then clear the 
Required Approvers and set the status to Request for Approvals and save, the 
SRD get then Deployed.
We retested the same procedure with a new database restore from production, 
this time some of the SRD’s stayed in Draft with the “Set using Approval 
engine” enabled (don’t know the full story on how we got to this situation sine 
we have other member of staff doing the installation).I looked at the Approvers 
table under Approvals in the Service Request Definition and see two entries, 
one for an individual user (LOGINNID) and the other for a group (SGP0xxx). 
I log on as the user with the LOGINID and see the SRD’s waiting approval in the 
Approver Central Console. When I look at the profile of this user, he does not 
even have the Role of “SRD Approver”, anyhow I did approve the SRD’s and I can 
see that the status in the table “Approvers” in the Service Request Definition” 
form has changes to approved.
The problem now remains with the group. I checked this group and all the users 
in this group don’t have any role to start with. I granted SRD Approver role to 
one of the users in the group but cannot see the SRD approval request in their 
Approval Central Console.
Any thought on who I can approve these or move them to status Deployed.
Many thanks and any thoughts will be very much appreciated.
frex

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SMPM and ITIL V3 2011 Edition

[strauss]

After having about 30 of us go through formal ITIL Foundations training, we 
have been studying Change Management with an eye toward implementing it in ITSM 
8 (we are on 7.6.04.01), and one of the places I have been looking is at the 
SMPM 7.6.04 diagrams.  I just installed SMPM 8.0.00 to see if it has been 
updated to the 2011 Edition of ITIL, and it appears that it has not (and 2012 
is almost over), and in fact it appears identical to 7.6.04.  Does anyone have 
a good feel for whether ANY of the 2011 revisions made it into either ITSM 8.0 
or SMPM 8.0??  If not, we'll have to stick with the IT Process Wiki - which is 
current and gives details on all of the revisions.

Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing & IT Center
http://itsm.unt.edu/

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Re: License analysis utitily to run locally

[Shellman, David]

Nice.

Dave 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky
Sent: Wednesday, November 21, 2012 1:46 PM
To: arslist@ARSLIST.ORG
Subject: Re: License analysis utitily to run locally

Hi,

I have the filters already downloadable. Just type in the thresholds you want 
for AR and the various applications, and you can download the filters needed.

A regular form is also included that will record any breach of your thresholds.

Review the details and download here: http://www.rrr.se/cgi/licnotify

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> David,
>
> I can send you that filter.  You would need to define the number and 
> who should be notified.
>
> Dave
>
> On Nov 19, 2012, at 3:53 PM, "David Durling"  wrote:
>
>> Thanks, Dave.  I might take your idea of monitoring the Server 
>> Statistics form on floating usage one day -
>>
>> David
>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList) 
>>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
>>> Sent: Friday, November 16, 2012 2:19 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: License analysis utitily to run locally
>>>
>>> The free RRR version is online.  You purchase you can run locally.
>>>
>>> Since it's tied to custom form it may not be that useful to you.  
>>> It's two filters (one for modify and one for submit) that updates a 
>>> record in a collector form.
>>> It generates a count of the number of times an individual submits or 
>>> modifies a record in various forms during an hour.  The count is not 
>>> as important as they actually performed an action that requires a 
>>> license within an hour.  My perl script looks at how often a person 
>>> used a license within a given time period (normal business hours) 
>>> over a set time period.
>>>
>>> Since we are a global company, our highest usage of floating 
>>> licenses is between 9:00 AM and 11:00 AM.  (This data can be found 
>>> in the Server Statistics form when enabled).
>>>
>>> So the perl script counts the number of times that an individual 
>>> creates/modifies at least one record within a given hour from 9:00 
>>> AM up to 11:00 AM, Monday through Friday, for say the last 8 weeks. 
>>> (Our greatest impact on licenses is from the US so we exclude US 
>>> holidays from the
>>> analysis.)  Since we are looking at a 2 hour block each day, 5 days 
>>> a week, over 8 weeks, the perl script can actually convert this to a 
>>> percentage of time, the person has needed a license to do their job 
>>> within that time period.  The script also retrieves if the person 
>>> has a float or a fixed license.
>>>
>>> We have a filter added to the Server Statistics form that triggers 
>>> based on 'Floating Write Lic Connections' greater than a certain 
>>> value to let us know when we are getting tight on licenses.  When 
>>> that happens we will run the script to figure out how to rebalance 
>>> fixed/floating licenses.
>>>
>>> Misi's product uses a slightly different approach.  His takes it up 
>>> a notch and looks at login and license release. His routine can also 
>>> give you a suggested fixed/floating count and with the paid version 
>>> who should have a fixed vs a floating.
>>>
>>> Dave
>>
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Re: License analysis utitily to run locally

[Misi Mladoniczky]

Hi,

I have the filters already downloadable. Just type in the thresholds you
want for AR and the various applications, and you can download the filters
needed.

A regular form is also included that will record any breach of your
thresholds.

Review the details and download here: http://www.rrr.se/cgi/licnotify

Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011)

Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11):
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
Find these products, and many free tools and utilities, at http://rrr.se.

> David,
>
> I can send you that filter.  You would need to define the number and who
> should be notified.
>
> Dave
>
> On Nov 19, 2012, at 3:53 PM, "David Durling"  wrote:
>
>> Thanks, Dave.  I might take your idea of monitoring the Server
>> Statistics form on floating usage one day -
>>
>> David
>>
>>> -Original Message-
>>> From: Action Request System discussion list(ARSList)
>>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Shellman, David
>>> Sent: Friday, November 16, 2012 2:19 PM
>>> To: arslist@ARSLIST.ORG
>>> Subject: Re: License analysis utitily to run locally
>>>
>>> The free RRR version is online.  You purchase you can run locally.
>>>
>>> Since it's tied to custom form it may not be that useful to you.  It's
>>> two filters
>>> (one for modify and one for submit) that updates a record in a
>>> collector form.
>>> It generates a count of the number of times an individual submits or
>>> modifies
>>> a record in various forms during an hour.  The count is not as
>>> important as
>>> they actually performed an action that requires a license within an
>>> hour.  My
>>> perl script looks at how often a person used a license within a given
>>> time
>>> period (normal business hours) over a set time period.
>>>
>>> Since we are a global company, our highest usage of floating licenses
>>> is
>>> between 9:00 AM and 11:00 AM.  (This data can be found in the Server
>>> Statistics form when enabled).
>>>
>>> So the perl script counts the number of times that an individual
>>> creates/modifies at least one record within a given hour from 9:00 AM
>>> up to
>>> 11:00 AM, Monday through Friday, for say the last 8 weeks. (Our
>>> greatest
>>> impact on licenses is from the US so we exclude US holidays from the
>>> analysis.)  Since we are looking at a 2 hour block each day, 5 days a
>>> week,
>>> over 8 weeks, the perl script can actually convert this to a percentage
>>> of time,
>>> the person has needed a license to do their job within that time
>>> period.  The
>>> script also retrieves if the person has a float or a fixed license.
>>>
>>> We have a filter added to the Server Statistics form that triggers
>>> based on
>>> 'Floating Write Lic Connections' greater than a certain value to let us
>>> know
>>> when we are getting tight on licenses.  When that happens we will run
>>> the
>>> script to figure out how to rebalance fixed/floating licenses.
>>>
>>> Misi's product uses a slightly different approach.  His takes it up a
>>> notch and
>>> looks at login and license release. His routine can also give you a
>>> suggested
>>> fixed/floating count and with the paid version who should have a fixed
>>> vs a
>>> floating.
>>>
>>> Dave
>>
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Re: More Notification Questions

[Jason Bess]

Create an active link to setup your message in one or two of the unused z1D 
CharXX fields and add it to the Push field action to HPD:WorkLog. Add a filter 
notification action on HPD:WorkLog when z1D CharXX isn't NULL.


Jason

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More Notification Questions

[Brittain, Mark]

Hi All,

In ITSM 7.6, I need to create a email notification to a specific address that 
is sent when the Incident Work Info (Note) is updated and the Customer is XYZ. 
Since this is an active link push field, I can't figure out anyway to send the 
Note content with a notify filter. I am thinking  I either have to do an active 
link push field to a custom form and notify on create or set field to a custom 
field in the Incident and use that with the notify filter.

Really hoping for a clean way to do this. Any suggestions greatly appreciated.

Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



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privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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OT: My Thanksgiving thoughts

[Howard Richter]

Since tomorrow is Thanksgiving and I have made the promise to my wife that I
will not be touching one of my  computers/ipads/iPhones, so I thought I
would post my Thanksgiving thoughs today.

 

For me Thanksgiving is a time to give thanks for what we have received and
where our lives have gone. Also I have always thought that this is the time
to thank those that have helped me and those I care about.

 

As some of you might know, this year my life has undergone such major
changes which I would have never thought possible.  I have received the gift
of life from my son (a kidney), and with the help and prayers of all, both
of us are doing great.

 

I am also about to celebrate my 35th wedding anniversary with person, who's
intelligence and beauty words cannot describe,

 

So I can only say that I am very thankful to my wife, two sons and all of my
friends. I can only hope and pray that each and every one is as fortunate as
I have been.

Enjoy life and stay healthy.

 

Now something fun to think about;

Thanksgiving dinners take eighteen hours to prepare. They are consumed in
twelve minutes. Half-times take twelve minutes. This is not coincidence.

Erma Bombeck

 

Howard Richter 

 

Red Hat Certified Technician 

CompTIA Linux+ Certified

ITIL Foundation Certified 

E-Mail = hrich...@richter-home.net

Linkedin profile http://www.linkedin.com/in/hbr4270

Please consider the environment before printing this message

 


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Re: AR System & ITSM Upgrades (we are WAY behind)

[strauss]

Pour a fresh cup of coffee (or whiskey) and settle in comfortably before 
reading ;-)

The following long and arduous process worked last year (May to August 2011) 
for our upgrade from 7.1 to 7.6.04.01:

The production system was upgraded as follows, using a staging server for the 
upgrades and overlay process, then restoring the db to a new production server 
which was a new 64-bit install of the program files (upgrades on same box 
remain in the (x86) structure):

ARS  from 7.1.00.002 to 7.1.00.011 to 7.5.00.007 to 7.6.03 to 7.6.04 SP1
CMDB from 2.1.00.002 to 2.1.00.006 to 7.6.00.002 to 7.6.03.001 to 7.6.04 SP1
AIE  from 7.1.00.003 to 7.1.00.008 to 7.6.00.002 to 7.6.03.001 to 7.6.04 SP1
ITSM from 7.0.03.009 to 7.6.00.001   to 7.6.03 to 7.6.04 SP1
SLM  from 7.1.00.002 to 7.6.00.001   to 7.6.03 to 7.6.04 SP1

The upgrade was chosen because all attempts to migrate live SLM data failed; 
SLM must be upgraded in place. After upgrading to 7.6.04.01, we ran BPCU 
Successfully in Prefixed Overlay Mode to change our customized workflow to 
Custom, which we then disabled. Using BPCU on forms proved to be a disaster in 
earlier testing (hundreds of forms were overlaid incorrectly) so we avoided 
that on the final upgrade and created all of the form/view/field overlays by 
hand from 7.6.04.01 objects. Otherwise you get overlays of the much older (7.0) 
version of the form, which don't work properly in 7.6.04.  The same was done 
with workflow, since much of that was changed significantly from 7.0.x to 
7.6.04.01 and it is easier to start with an overlay of the newest version of 
the object (active link, filter, guide) and add only your changes; if you use 
the BPCU-created overlay it will be missing every change from 7.0 to 7.6.04.01, 
and you will have to add those as in as well!

After all of the upgrade and overlay processes were complete, we ran the new 
production server in parallel to the old production system for a month of 
acceptance testing, during which time updates to data in dozens of tables on 
production were synced to the new server nightly using batches of RRR|Chive 
scripts (including SLM transactions!!). This was done safely by setting the 
NextID on all of those tables to the next 10,000, 100,000, or whatever level so 
that all new records in Incident, SLM, Email, etc., on the new server never 
conflicted with data coming in from production each night. That also meant that 
any work on the new production server by our early-adopting departments was 
real, live data, and would remain live after the cutover.  Cutover involved 
setting the old production server to Administrator-Only Mode, and changing the 
web page links to the new mid-tiers and iframes to point at the newer Kinetic 
Request console, which we also upgraded from 4.0.3 to 5.0.2.

The patch level to patch level jumps were recommended by BMC based upon what 
they were seeing actually work - other patch levels and larger jumps were 
failing miserably for us and for other customers.  I cannot tell you what to 
use for the jump from 7.0.01.006 to 7.1.00.002, and only ONE BMC support tech 
was savvy enough to be able to recommend the sequence we finally used. They 
have a good reason to want you to jump from ITSM 7.0.01.006 to 009 first; we 
started there, and there were a LOT of changes in 008 and 009.

On operating systems, we remained on Windows 2003 servers (from 2003 to 2003 
R2) due to lane java requirements for AlarmPoint - a complete waste since that 
product turned out to be a disastrous failure against ITSM 7.6.04. The db went 
from SQL Server 2005 to 2008 with that hosted on Windows 2008 R2.

You must go through all of the db cleanup steps every time you move the db and 
restore it under a different server; that has been discussed on the list 
recently, as well as in the archives. In our case that was once on the staging 
server before all of the upgrades (restored from old production), and again on 
the new production server when restored from the staging server.

One last warning; when you upgrade a server that many levels, some tables and 
views are never upgraded the way that the BMC developers think they should be, 
and when we tested the 7.6.04.02 installers for Atrium and ITSM they choked on 
a number of tables/views left over in the system upgraded to 7.6.04.01, which 
were not as they would be in a NEW 7.6.04.01 install.  After fighting with BMC 
support (they never seemed to fully understand this), we abandoned 7.6.04.02 
for the apps (ARS went to Sp3 correctly, but not Sp2) and are still on SP1. We 
will have to fight this again to get to 8.0.x, unless we switch to a different 
vendor's product.

I cannot speak for SRM - we did not use it and still don't, but installed it on 
the new 7.6.04.01 server and left it alone. Also RKM 7.6.04.01 - installed it 
and left it alone. We are still live on RKM 7.2 due to the MYRIAD problems we 
found in RKM 7.6.04.01, some of which still have not

Re: Results list with Entry Point

[pritch]

Cindy - Is it returning the same record every time when you search directly 
from the entry point opening the form?

Sounds like there may be a (hidden) field being set when you launch the form 
via the entry point that isn't set on a new search.  When you did your log 
(trace) did you do it when you pressed the search button or from clicking on 
the entry point?  Did your trace include the SQL log for both?  Maybe see what 
the select statement looks like for each (ie see if it is doing the same query).


- Original Message -
From: "Cindy Scott" 
To: arslist@ARSLIST.ORG
Sent: Wednesday, November 21, 2012 11:57:33 AM
Subject: Results list with Entry Point

I have created an entry point for the Task form on the Application List through 
the Task form's properties, not an active link guide. When the form opens from 
the Application List link, a search only returns one record. If I click the New 
Search link and search again, then a list of records is returned in a Results 
list. How do I get the form to open with the ability to return a results list 
on the first search? I thougtht maybe an active link was just returning the 
first matching record, but I don't see that happening in the trace. What makes 
the difference when a form only returns one record on a search or it returns a 
results list? 

Thanks,
Cindy

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Results list with Entry Point

[Cindy Scott]

I have created an entry point for the Task form on the Application List through 
the Task form's properties, not an active link guide. When the form opens from 
the Application List link, a search only returns one record. If I click the New 
Search link and search again, then a list of records is returned in a Results 
list. How do I get the form to open with the ability to return a results list 
on the first search? I thougtht maybe an active link was just returning the 
first matching record, but I don't see that happening in the trace. What makes 
the difference when a form only returns one record on a search or it returns a 
results list? 

Thanks,
Cindy

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Re: [EXTERNAL] ITSM Notifications

[Stroud, Natalie K]

Mark:

Yeah, too many of those OOB notifications were horrendous, in my opinion.  I 
know that one size doesn't fit all, but it didn't seem like they tried very 
hard to think about what makes for a useful notification.

Set yourself up with Notification Admin permissions, then I believe that it is 
the SYS:Notification Messages form you want for updating notification content.  
There is also a BMC document about the notifications and how they work that 
you'll want to have on hand for reference.

Natalie Stroud
SAIC @ Sandia National Laboratories
ARS-ITSM Tester
Albuquerque, NM USA
nkst...@sandia.gov
ITSM 7.6.04 SP2 - Windows 2003 - SQL Server 2008


From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Brittain, Mark
Sent: Wednesday, November 21, 2012 9:05 AM
To: arslist@ARSLIST.ORG
Subject: [EXTERNAL] ITSM Notifications

**
Hi All,

If you have not noticed I am new to ITSM 7.6 and want to take a moment to thank 
everyone who has responded to my questions. I need to update some of the OOB 
notifications as well as add custom notifications. Do I go in though the 
Application Administration Console, directly to a form in the thick client or 
modify the filter in developer?

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.
_attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers 
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ITSM Notifications

[Brittain, Mark]

Hi All,

If you have not noticed I am new to ITSM 7.6 and want to take a moment to thank 
everyone who has responded to my questions. I need to update some of the OOB 
notifications as well as add custom notifications. Do I go in though the 
Application Administration Console, directly to a form in the thick client or 
modify the filter in developer?

Thanks
Mark

Mark Brittain
Remedy Developer
ITILv3 Foundation
NaviSite - A Time Warner Cable Company
mbritt...@navisite.com
Office: 315-453-2912 x5335
Mobile: 315-882.5360



This e-mail is the property of NaviSite, Inc. It is intended only for the 
person or entity to which it is addressed and may contain information that is 
privileged, confidential, or otherwise protected from disclosure. Distribution 
or copying of this e-mail, or the information contained herein, to anyone other 
than the intended recipient is prohibited.

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Re: Data Management Tool stuck at Validate

[Lisa Kemes]

I'm doing more research.  Found this is a problem that others have had.
Checking out the docs Follow the instructions

in Recovering from a halted validation or promotion on page 88 of the Data
Management Admin doc.

On Wed, Nov 21, 2012 at 10:35 AM, Lisa Kemes  wrote:

> We have 7.1 ITSM migrating to 7.6 ITSM and I'm simply loading  Company
> data right now (and just Manufacturing Company data at that) to the new
> server using the Data Management tool.  Looks like the convert and import
> went find, but it's stuck at Validate.  It was stuck at validate while I
> was trying to validate Prod Cats and I had to delete the records from the
> ThreadManager form in order to start it again.  (I then just decided to
> just to Company data for now)
>
> I've Deleted all Promoted Staging Data, Deleted all Staging Data, Closed
> the user tool, restarted services, delete records from the ThreadManager
> forms and the Dataload Status forms.  This seems to make it "unstuck" and
> then I can rerun Validate, but then it just hangs
>
> Convert and Import seems to go just like it should.  My Company and
> Company Alias workbook is still at an "Unvalidated" Staging Status.
>
> Does anyone know where to look into why it just hangs?
>
> Lisa
>

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Data Management Tool stuck at Validate

[Lisa Kemes]

We have 7.1 ITSM migrating to 7.6 ITSM and I'm simply loading  Company data
right now (and just Manufacturing Company data at that) to the new server
using the Data Management tool.  Looks like the convert and import went
find, but it's stuck at Validate.  It was stuck at validate while I was
trying to validate Prod Cats and I had to delete the records from the
ThreadManager form in order to start it again.  (I then just decided to
just to Company data for now)

I've Deleted all Promoted Staging Data, Deleted all Staging Data, Closed
the user tool, restarted services, delete records from the ThreadManager
forms and the Dataload Status forms.  This seems to make it "unstuck" and
then I can rerun Validate, but then it just hangs

Convert and Import seems to go just like it should.  My Company and Company
Alias workbook is still at an "Unvalidated" Staging Status.

Does anyone know where to look into why it just hangs?

Lisa

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Re: AR System & ITSM Upgrades (we are WAY behind)

[Elry]

I like Jiri's approach...

Sometimes the devil is in the details.  Even well planned out approaches 
usually result in more time and effort that originally imagined. 

Upgrades that involve major jumps between versions can become 
uncontrollable.  Maybe back in the day when the ITSM deployments were less 
complex this sort of thing could be done seamlessly, but now if you don't 
keep pace - "cut over" is a good option to explore.

Last time I did a major upgrade like this - I aged 10 years in 6 months.

Good Luck Bud!

On Wednesday, November 21, 2012 5:02:36 AM UTC-5, Jiri Pospisil wrote:
>
> Hi, 
>
> After being through upgrade from 7.0.1 to 7.6.03, I would strongly 
> recommend considering a different strategy. 
> Rather than spending tons of time making the upgrade scripts work, I would 
> recommend building a fresh version 8 environment, recreate your 
> customisations and then invest time in defining procedure for data 
> migration. 
> With the data management tool, this should not be that difficult. 
> You may also consider other tools such as rrrchive to migrate the data. 
>
> Other option might be trying to convince your stakeholders to leave 
> historical data in the old system and start fresh in the new environment 
> with the old data remaining available for reporting/viewing. 
>
> Hope this helps. 
>
> Jiri Pospisil 
> Remedy Specialist, IT Production 
> LCH Clearnet 
>
>
> -Original Message- 
> From: Action Request System discussion list(ARSList) [mailto:
> ars...@arslist.org ] On Behalf Of Mary C. 
> Sent: 21 November 2012 02:05 
> To: ars...@arslist.org  
> Subject: AR System & ITSM Upgrades (we are WAY behind) 
>
> Hi, 
>
> We are on AR System 7.0.01 Patch 006, CMDB 2.0.1, ITSM 7.0.3 Patch 006 and 
> SLM 7.0.1 Patch 4.  We were unable to consider upgrading until now, and of 
> course this is going to be a major effort from what I can see.  We have 
> some customizations, but I think I could rebuild them from scratch if I had 
> to.  We are in a Windows/SQL server setup and are running a server group. 
>  We want to upgrade everything to 8.0 
>
> Here is a high-level upgrade path that Support recommended. 
> A) Upgrade ITSM 7.0.3 patch 6 to ITSM 7.0.3 patch 9. 
> B) Run ARserver 7.6.04 patch 4 in upgrade mode. 
> C) Run the difference report to find the customization. 
> D) Create Overlay to retain customization. 
> E) Then upgrade CMDB 7.6.04 patch 4 
> F) Then upgrade ITSM 7.6.04 patch 4. 
> G) Once everything is working fine upgrade ARS, CMDB and ITSM to 8.0 
>
> Do you all agree with this upgrade path?  Would you recommend another 
> approach? 
> Any advice you can give me would be appreciated.  Many of you have listed 
> lots of gotchas, so I am semi-planning for those pitfalls. 
>
> Thank! 
>
> ___
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>
> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org 
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> www.lchclearnet.com/disclaimer/email   
>
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> Street, London EC3N 1EA. 
> Recognised as a Clearing House under the Financial Services & Markets Act 
> 2000. Reg in England No.25932. 
> LCH.Clearnet SA, Siège Social, 18 rue du Quatre Septembre, 75002 Paris, 
> Chambre de Compensation conformément au Code Monétaire et Financier. 
>
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>
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SRD Approvals - VERY URGENT -

[Frex Popo]

Hello all,
We have built some SRD’s in SRM2.2 (development environment), and exported and
imported them to test. The SRDs are imported in status Draft, we then clear the
Required Approvers and set the status to Request for Approvals and save, the
SRD get then Deployed.
We retested the same procedure with a new database restore
from production, this time some of the SRD’s stayed in Draft with the “Set
using Approval engine” enabled (don’t know the full story on how we got to this
situation sine we have other member of staff doing the installation).I looked
at the Approvers table under Approvals in the Service Request Definition and
see two entries, one for an individual user (LOGINNID) and the other for a
group (SGP0xxx). 
I log on as the user with the LOGINID and see the SRD’s waiting
approval in the Approver Central Console. When I look at the profile of this
user, he does not even have the Role of “SRD Approver”, anyhow I did approve
the SRD’s and I can see that the status in the table “Approvers” in the Service
Request Definition” form has changes to approved.
The problem now remains with the group. I checked this group
and all the users in this group don’t have any role to start with. I granted
SRD Approver role to one of the users in the group but cannot see the SRD
approval request in their Approval Central Console.
Any thought on who I can approve these or move them to
status Deployed.
Many thanks and any thoughts will be very much appreciated.
frex

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Re: AR System & ITSM Upgrades (we are WAY behind)

[Ben Chernys]

Don't forget that Meta-Update is used to migrate data especially when data has 
changed structures significantly as it has from 7.0.1 to 8.0.0.  As well, we 
offer a fixed price data migration which includes all foundation data and all 
transaction data as well as all customised data.

Cheers

Ben Chernys
Senior Software Architect


Canada / Deutschland
Mobile:  +49 171 380 2329GMT + 1 + [ DST ]
Email:   Ben.Chernys_AT_softwaretoolhouse.com
Web: www.softwaretoolhouse.com

We are a BMC Technology Alliance Partner

Check out Software Tool House's free Diary Editor and out Freebies
Section for a ITSM 7.6.04 and 8.0.0 Fields spreadsheet.

Meta-Update, our premium ARS Data tool, lets you automate
your imports, migrations, in no time at all, without programming,
without staging forms, without merge workflow.
http://www.softwaretoolhouse.com/



-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jiri Pospisil
Sent: November-21-12 11:02
To: arslist@ARSLIST.ORG
Subject: Re: AR System & ITSM Upgrades (we are WAY behind)

Hi,

After being through upgrade from 7.0.1 to 7.6.03, I would strongly recommend 
considering a different strategy.
Rather than spending tons of time making the upgrade scripts work, I would 
recommend building a fresh version 8 environment, recreate your customisations 
and then invest time in defining procedure for data migration.
With the data management tool, this should not be that difficult.
You may also consider other tools such as rrrchive to migrate the data.

Other option might be trying to convince your stakeholders to leave historical 
data in the old system and start fresh in the new environment with the old 
data remaining available for reporting/viewing.

Hope this helps.

Jiri Pospisil
Remedy Specialist, IT Production
LCH Clearnet


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary C.
Sent: 21 November 2012 02:05
To: arslist@ARSLIST.ORG
Subject: AR System & ITSM Upgrades (we are WAY behind)

Hi,

We are on AR System 7.0.01 Patch 006, CMDB 2.0.1, ITSM 7.0.3 Patch 006 and SLM 
7.0.1 Patch 4.  We were unable to consider upgrading until now, and of course 
this is going to be a major effort from what I can see.  We have some 
customizations, but I think I could rebuild them from scratch if I had to.  We 
are in a Windows/SQL server setup and are running a server group.  We want to 
upgrade everything to 8.0

Here is a high-level upgrade path that Support recommended.
A) Upgrade ITSM 7.0.3 patch 6 to ITSM 7.0.3 patch 9.
B) Run ARserver 7.6.04 patch 4 in upgrade mode.
C) Run the difference report to find the customization.
D) Create Overlay to retain customization.
E) Then upgrade CMDB 7.6.04 patch 4
F) Then upgrade ITSM 7.6.04 patch 4.
G) Once everything is working fine upgrade ARS, CMDB and ITSM to 8.0

Do you all agree with this upgrade path?  Would you recommend another 
approach?
Any advice you can give me would be appreciated.  Many of you have listed lots 
of gotchas, so I am semi-planning for those pitfalls.

Thank!

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Recognised as a Clearing House under the Financial Services & Markets Act 
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smime.p7s
Description: S/MIME cryptographic signature

Re: AR System & ITSM Upgrades (we are WAY behind)

[Jiri Pospisil]

Hi,

After being through upgrade from 7.0.1 to 7.6.03, I would strongly recommend 
considering a different strategy.
Rather than spending tons of time making the upgrade scripts work, I would 
recommend building a fresh version 8 environment, recreate your customisations 
and then invest time in defining procedure for data migration.
With the data management tool, this should not be that difficult.
You may also consider other tools such as rrrchive to migrate the data.

Other option might be trying to convince your stakeholders to leave historical 
data in the old system and start fresh in the new environment with the old data 
remaining available for reporting/viewing.

Hope this helps.

Jiri Pospisil
Remedy Specialist, IT Production
LCH Clearnet


-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Mary C.
Sent: 21 November 2012 02:05
To: arslist@ARSLIST.ORG
Subject: AR System & ITSM Upgrades (we are WAY behind)

Hi, 

We are on AR System 7.0.01 Patch 006, CMDB 2.0.1, ITSM 7.0.3 Patch 006 and SLM 
7.0.1 Patch 4.  We were unable to consider upgrading until now, and of course 
this is going to be a major effort from what I can see.  We have some 
customizations, but I think I could rebuild them from scratch if I had to.  We 
are in a Windows/SQL server setup and are running a server group.  We want to 
upgrade everything to 8.0

Here is a high-level upgrade path that Support recommended.
A) Upgrade ITSM 7.0.3 patch 6 to ITSM 7.0.3 patch 9.
B) Run ARserver 7.6.04 patch 4 in upgrade mode.
C) Run the difference report to find the customization.
D) Create Overlay to retain customization.
E) Then upgrade CMDB 7.6.04 patch 4
F) Then upgrade ITSM 7.6.04 patch 4.
G) Once everything is working fine upgrade ARS, CMDB and ITSM to 8.0

Do you all agree with this upgrade path?  Would you recommend another approach?
Any advice you can give me would be appreciated.  Many of you have listed lots 
of gotchas, so I am semi-planning for those pitfalls.

Thank!

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Recognised as a Clearing House under the Financial Services & Markets Act 2000. 
Reg in England No.25932.
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Reports

[lars . j . pettersson]

Hi, we run 7.6.04 SP4 and not ITSM, we run our home built application, which 
have been upgraded and MidTier activated.

I select some rows in the web based version, after having searched, right-click 
and select 'Report'
Then button 'New'.
Type: Web
Name: Testreport
OK

I select four fields.

Filter by: I select 'Status is equal to Active'

Then, button 'Preview'.


ARERR [3600] Internal error.
Anyone seen this, and have a solution?
Thanks in advance,
L ars






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