Re: How to add new values in the Status reason for the Asset?

[Abhishek Anand]

Hi Experts,

 Please provide your valuable input on the same.

Cheers,
Abhi.

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Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

[Sean Harries]

I would completely agree with David here, new environment clean build and
move over just your customisations that are still required (rather than any
bug fixes for old versions or functionality that is replaced with v9.1). Of
course that sounds like the costly option but decommission the old
hardware/virtual environments and you end up with an ITSM environment fit
for the future, in support and able to cope with the requirements of ITSM
v9.x.

A clean v9.x install will generally be faster, easier to support and of
course easier to upgrade to the next ITSM version. You will of course still
need to review the customizations you have applied to your current system
and decide what you need to retain, but that is of course best practice
with an upgrade anyway.

While ITSM 9.1 data wizard is vastly superior to older versions and far
more capable of managing the data in your production environment, what it
will not do is handle the data migration from your old version. You will
want to migrate over the foundation data, and the transactional data onto
ITSM 9.x . This is an ideal time to clean up data, remapping Prod cats and
Op Cats etc. and potentially archive some of the tickets that you no longer
need direct access to.

We use our Customer Move Tool (more info http://www.alderstone.com/cmt) for
the migration from previous ITSM versions to the latest, as we can migrate
all modules data or a reduced set (including extracting single companies
and migrating just their data), depending on your requirements. In general
we've been able to move all data within one day and the upgrade process
becomes very smooth indeed. Please let me know if you would like to talk
about this in more detail or I can set up a Demo of our migration tool to
show you the flexibility and power of the application.

In the mean time if you have specific questions around upgrades, please let
me know.


regards


Sean


*Sean Harries*
Alderstone Consulting Ltd


Revolutionise your management of BMC Remedy ITSM Services with CMT


Mobile: +44 (0)7976 558048
Skype: seanharries
MSN: seanharr...@alderstone.com 
e-mail: sean.harr...@alderstone.com
Linkedin: http://www.linkedin.com/in/seanharries

On 21 January 2016 at 03:19, Su Kaur  wrote:

> **
> We are also planning to do an upgrade from 7.6.04 to 9.0.01. Ours is a
> highly customized system. All the development is in base development mode,
> no overlays and none of the ITSM modules being used.
> We have a separate app and mid tier server using SQL Server.
> Since the configuration of current prod is not good and its all messed up,
> we are thinking of setting up a new 9.x server.
> What would be our best bet? Copy data and then upgrade? Would this move
> all the customizations?
>
> Thanks!
> Kaur
>
>
> On Wed, Jan 20, 2016 at 3:14 PM, Daniel Wu  wrote:
>
>> ** Thanks Warren. I was posting a question on your chain at the same
>> time. I appreciate the link you sent. I'd be sure to check it out. You can
>> answer my question here in my posting chain, if you like.
>>
>> In our particular environment, I will have to stance up another instance
>> and run in parallel to compare, then do the cut over. And that won't be the
>> live system.
>>
>>
>> On Wednesday, January 20, 2016, Warren R. Baltimore II <
>> warrenbaltim...@gmail.com> wrote:
>>
>>> **
>>> Daniel,
>>>
>>> We just completed the upgrade from 7.6.04 to 9.0.01.  For the most part
>>> it was relatively easy albeit a VERY long process.  I strongly urget that
>>> you take a look at this link if you haven't.  We followed this process and
>>> found it to work quite well.
>>> https://docs.bmc.com/docs/display/public/brid90/Upgrading+from+a+version+7.6.04+or+8.0.xx
>>> .
>>>
>>> Some things to keep in mind.  When you are working on the
>>> Reconciliation, you must have a copy of your current installation running
>>> on a network that your development server can see.  This is necessary so
>>> that the developers studio can connect with both for the "compare and
>>> contrast" part of the show.  This part can take awhile depending on the
>>> number of customizations you have made.  Don't make the mistake that I made
>>> and not take the time to really look at them.  I ended up losing some
>>> things that I really needed
>>>
>>> The problems we have run into since Monday when we went live are these:
>>>
>>>- Reports can no longer be unlimited.  Even though the flags are set
>>>for the 3 properties in config.properties on the mid tier servers are set
>>>to 0, they seem to be interpreted as default which limits reports to 
>>> 2000.
>>>I got around this issue by setting a ridiculously high number 
>>> (2,000,000).
>>>- Email Servers are not leaving the "Waiting" State on the Failover
>>>Whiteboard.  Thus they don't send/receive.  If we manually set the 
>>> primary
>>>to "Active" then they work fine.  I just have to monitor 

Re: Code for pushing People changes to existing tickets etc... Is this needed?

[Jarl Grøneng]

Hi

Have you looked into the Data Wizard Console? You can change a persons name
using this application.

Regards,
Jarl

2016-01-21 9:46 GMT+01:00 David Charters :

> **
>
> All,
>
>
>
> So in the last six months I ran into a little house keeping bug in the
> People form (Now CTM:People). Let’s say someone gets married and there last
> name changes or after years of Remedy being its own source of truth you
> started using something like Active Directory to populate/update CTM:People
> , or for an unusual reason (since this one is rare) someone’s email
> changes. These changes might be pushed from something like AD or maybe they
> are manually changed directly in the CTM:People form, either way it didn’t
> matter.
>
> What we found was that these changes did not propagate out to other forms
> like Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda
> Smith then her name is changed to Linda Jones in CTM:People the Assignee
> still says Linda Smith even though you changed her last name in people to
> Linda Jones, or let’s say Steve becomes Steven due to an AD update. There
> are several fields on CTM:People that might change for a good reason, yet
> only the new records (Incidents, Changes, Approvals, etc… ) going forward
> have the new data like name, email address, Manger etc…
>
>
>
> So when my reporting guy is trying to run reports for all of Linda Smith’s
> ticket’s or Steven’s approvals but now their names are different he doesn’t
> get all of the data back, unless he changes the report or query in general.
> Let’s also say you have a reporting staff that does not want to have to
> adjust reports every time something like this changes (kind of can’t blame
> them).
>
> In the system I was working with there were a ton of changes because they
> switched to having an external system set the CTM:People data and it didn’t
> use Nicknames only their legal names. So I had several hundred People
> records that related to over 100,000 rows (spanning Change, Incident,
> Problem, SLM etc…) where the name in the ticket no longer matches the name
> in CTM:People. Keep in mind their User ID which should be a Unique index
> did not change.
>
> I don’t recall ever running into this before, so I assumed I was just
> missing something like running some kind of reconciliation job that didn’t
> used to exist. After all having people as relational items is relatively
> new OOB code, so I might have missed something. So first I of course read
> the docs again and then I called support. After 3 days back and forth they
> said nope there is nothing out of the box that will propagate this data.
> They said the is  fix is you don’t change the existing people data you
> create new people records (which by the way I don’t remember any such
> process in ITIL training). Tis would STILL leave the same gap however.
>
> So after all of this the names are still different. So I ended up writing
> custom code to push all of these changes everywhere they needed to go,
> which was many many different places. I wrote code to change the existing
> disconnects and I used direct SQL so it would run much faster, allow me to
> modify closed tickets, and in general bypass any workflow that these
> updates might trigger. Using direct SQL straight into the database is
> something I always fear doing. It’s never a smart idea if you can avoid it.
> Since most them where not even linked back to People or User by a User ID
> or GUID of some sort, I couldn’t just change a User ID or GUID in each
> record, if Linda Smith was in 3 different places on the same form I had to
> change all of those fields on that form.
>
>
>
> So based on this scenario I have 2 questions.
>
> 1.  Is there an “already built in way” that anyone knows of, that
> would automatically propagate these changes which support and I missed?
>
> 2.   If there isn’t a built in way that I missed, do you guys think
> it would be useful if I make the code I wrote more generic (based only on
> out of the box items) and published it to the communities? I just don’t
> want to do the work to make it generic if this isn’t an issue for anyone,
> lord knows I had never ran into it before and it was not a simple thing to
> fix. I feel like this should have been out of the box functionality for
> ITSM,SLM, etc but I couldn’t find it and I am happy to save anyone else the
> work if it’s needed.
>
>
>
> Thank You,
>
>
>
> David Charters
>
> Charters Technologies
>
> 317-331-8985
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Code for pushing People changes to existing tickets etc... Is this needed?

[Carl Wilson]

I concur, the Data Wizard should be used for these updates.  However, there
are still issues in 8.x where certain forms are missed.
We ended up writing an AI job to simulate the functions and update the
missing forms.

Kind Regards,
Carl Wilson
On 21 Jan 2016 19:59, "Jarl Grøneng"  wrote:

> **
> Hi
>
> Have you looked into the Data Wizard Console? You can change a persons
> name using this application.
>
> Regards,
> Jarl
>
> 2016-01-21 9:46 GMT+01:00 David Charters :
>
>> **
>>
>> All,
>>
>>
>>
>> So in the last six months I ran into a little house keeping bug in the
>> People form (Now CTM:People). Let’s say someone gets married and there last
>> name changes or after years of Remedy being its own source of truth you
>> started using something like Active Directory to populate/update CTM:People
>> , or for an unusual reason (since this one is rare) someone’s email
>> changes. These changes might be pushed from something like AD or maybe they
>> are manually changed directly in the CTM:People form, either way it didn’t
>> matter.
>>
>> What we found was that these changes did not propagate out to other forms
>> like Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda
>> Smith then her name is changed to Linda Jones in CTM:People the Assignee
>> still says Linda Smith even though you changed her last name in people to
>> Linda Jones, or let’s say Steve becomes Steven due to an AD update. There
>> are several fields on CTM:People that might change for a good reason, yet
>> only the new records (Incidents, Changes, Approvals, etc… ) going forward
>> have the new data like name, email address, Manger etc…
>>
>>
>>
>> So when my reporting guy is trying to run reports for all of Linda
>> Smith’s ticket’s or Steven’s approvals but now their names are different he
>> doesn’t get all of the data back, unless he changes the report or query in
>> general. Let’s also say you have a reporting staff that does not want to
>> have to adjust reports every time something like this changes (kind of
>> can’t blame them).
>>
>> In the system I was working with there were a ton of changes because they
>> switched to having an external system set the CTM:People data and it didn’t
>> use Nicknames only their legal names. So I had several hundred People
>> records that related to over 100,000 rows (spanning Change, Incident,
>> Problem, SLM etc…) where the name in the ticket no longer matches the name
>> in CTM:People. Keep in mind their User ID which should be a Unique index
>> did not change.
>>
>> I don’t recall ever running into this before, so I assumed I was just
>> missing something like running some kind of reconciliation job that didn’t
>> used to exist. After all having people as relational items is relatively
>> new OOB code, so I might have missed something. So first I of course read
>> the docs again and then I called support. After 3 days back and forth they
>> said nope there is nothing out of the box that will propagate this data.
>> They said the is  fix is you don’t change the existing people data you
>> create new people records (which by the way I don’t remember any such
>> process in ITIL training). Tis would STILL leave the same gap however.
>>
>> So after all of this the names are still different. So I ended up writing
>> custom code to push all of these changes everywhere they needed to go,
>> which was many many different places. I wrote code to change the existing
>> disconnects and I used direct SQL so it would run much faster, allow me to
>> modify closed tickets, and in general bypass any workflow that these
>> updates might trigger. Using direct SQL straight into the database is
>> something I always fear doing. It’s never a smart idea if you can avoid it.
>> Since most them where not even linked back to People or User by a User ID
>> or GUID of some sort, I couldn’t just change a User ID or GUID in each
>> record, if Linda Smith was in 3 different places on the same form I had to
>> change all of those fields on that form.
>>
>>
>>
>> So based on this scenario I have 2 questions.
>>
>> 1.  Is there an “already built in way” that anyone knows of, that
>> would automatically propagate these changes which support and I missed?
>>
>> 2.   If there isn’t a built in way that I missed, do you guys think
>> it would be useful if I make the code I wrote more generic (based only on
>> out of the box items) and published it to the communities? I just don’t
>> want to do the work to make it generic if this isn’t an issue for anyone,
>> lord knows I had never ran into it before and it was not a simple thing to
>> fix. I feel like this should have been out of the box functionality for
>> ITSM,SLM, etc but I couldn’t find it and I am happy to save anyone else the
>> work if it’s needed.
>>
>>
>>
>> Thank You,
>>
>>
>>
>> David Charters
>>
>> Charters Technologies
>>
>> 317-331-8985
>> _ARSlist: "Where the Answers Are" and have been 

Code for pushing People changes to existing tickets etc... Is this needed?

[David Charters]

All,

So in the last six months I ran into a little house keeping bug in the People 
form (Now CTM:People). Let's say someone gets married and there last name 
changes or after years of Remedy being its own source of truth you started 
using something like Active Directory to populate/update CTM:People , or for an 
unusual reason (since this one is rare) someone's email changes. These changes 
might be pushed from something like AD or maybe they are manually changed 
directly in the CTM:People form, either way it didn't matter.
What we found was that these changes did not propagate out to other forms like 
Incidents, Changes, Approvals, etc... If a Ticket was assigned to Linda Smith 
then her name is changed to Linda Jones in CTM:People the Assignee still says 
Linda Smith even though you changed her last name in people to Linda Jones, or 
let's say Steve becomes Steven due to an AD update. There are several fields on 
CTM:People that might change for a good reason, yet only the new records 
(Incidents, Changes, Approvals, etc... ) going forward have the new data like 
name, email address, Manger etc...

So when my reporting guy is trying to run reports for all of Linda Smith's 
ticket's or Steven's approvals but now their names are different he doesn't get 
all of the data back, unless he changes the report or query in general. Let's 
also say you have a reporting staff that does not want to have to adjust 
reports every time something like this changes (kind of can't blame them).
In the system I was working with there were a ton of changes because they 
switched to having an external system set the CTM:People data and it didn't use 
Nicknames only their legal names. So I had several hundred People records that 
related to over 100,000 rows (spanning Change, Incident, Problem, SLM etc...) 
where the name in the ticket no longer matches the name in CTM:People. Keep in 
mind their User ID which should be a Unique index did not change.
I don't recall ever running into this before, so I assumed I was just missing 
something like running some kind of reconciliation job that didn't used to 
exist. After all having people as relational items is relatively new OOB code, 
so I might have missed something. So first I of course read the docs again and 
then I called support. After 3 days back and forth they said nope there is 
nothing out of the box that will propagate this data. They said the is  fix is 
you don't change the existing people data you create new people records (which 
by the way I don't remember any such process in ITIL training). Tis would STILL 
leave the same gap however.
So after all of this the names are still different. So I ended up writing 
custom code to push all of these changes everywhere they needed to go, which 
was many many different places. I wrote code to change the existing disconnects 
and I used direct SQL so it would run much faster, allow me to modify closed 
tickets, and in general bypass any workflow that these updates might trigger. 
Using direct SQL straight into the database is something I always fear doing. 
It's never a smart idea if you can avoid it. Since most them where not even 
linked back to People or User by a User ID or GUID of some sort, I couldn't 
just change a User ID or GUID in each record, if Linda Smith was in 3 different 
places on the same form I had to change all of those fields on that form.

So based on this scenario I have 2 questions.

1.  Is there an "already built in way" that anyone knows of, that would 
automatically propagate these changes which support and I missed?

2.   If there isn't a built in way that I missed, do you guys think it 
would be useful if I make the code I wrote more generic (based only on out of 
the box items) and published it to the communities? I just don't want to do the 
work to make it generic if this isn't an issue for anyone, lord knows I had 
never ran into it before and it was not a simple thing to fix. I feel like this 
should have been out of the box functionality for ITSM,SLM, etc but I couldn't 
find it and I am happy to save anyone else the work if it's needed.

Thank You,

David Charters
Charters Technologies
317-331-8985

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Re: Code for pushing People changes to existing tickets etc... Is this needed?

[David Charters]

Yes, that makes sense but this was a web services push from a custom in house 
AD system. I don’t think we could have pushed this through the console and 
bypassed all of the system workflow, for example what would it do with closed 
tickets, and Incident would see it as an update to the Assignee and trigger off 
the corresponding code.

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Jarl Grøneng
Sent: Thursday, January 21, 2016 3:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Code for pushing People changes to existing tickets etc... Is this 
needed?

**
Hi

Have you looked into the Data Wizard Console? You can change a persons name 
using this application.

Regards,
Jarl

2016-01-21 9:46 GMT+01:00 David Charters 
>:
**
All,

So in the last six months I ran into a little house keeping bug in the People 
form (Now CTM:People). Let’s say someone gets married and there last name 
changes or after years of Remedy being its own source of truth you started 
using something like Active Directory to populate/update CTM:People , or for an 
unusual reason (since this one is rare) someone’s email changes. These changes 
might be pushed from something like AD or maybe they are manually changed 
directly in the CTM:People form, either way it didn’t matter.
What we found was that these changes did not propagate out to other forms like 
Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda Smith 
then her name is changed to Linda Jones in CTM:People the Assignee still says 
Linda Smith even though you changed her last name in people to Linda Jones, or 
let’s say Steve becomes Steven due to an AD update. There are several fields on 
CTM:People that might change for a good reason, yet only the new records 
(Incidents, Changes, Approvals, etc… ) going forward have the new data like 
name, email address, Manger etc…

So when my reporting guy is trying to run reports for all of Linda Smith’s 
ticket’s or Steven’s approvals but now their names are different he doesn’t get 
all of the data back, unless he changes the report or query in general. Let’s 
also say you have a reporting staff that does not want to have to adjust 
reports every time something like this changes (kind of can’t blame them).
In the system I was working with there were a ton of changes because they 
switched to having an external system set the CTM:People data and it didn’t use 
Nicknames only their legal names. So I had several hundred People records that 
related to over 100,000 rows (spanning Change, Incident, Problem, SLM etc…) 
where the name in the ticket no longer matches the name in CTM:People. Keep in 
mind their User ID which should be a Unique index did not change.
I don’t recall ever running into this before, so I assumed I was just missing 
something like running some kind of reconciliation job that didn’t used to 
exist. After all having people as relational items is relatively new OOB code, 
so I might have missed something. So first I of course read the docs again and 
then I called support. After 3 days back and forth they said nope there is 
nothing out of the box that will propagate this data. They said the is  fix is 
you don’t change the existing people data you create new people records (which 
by the way I don’t remember any such process in ITIL training). Tis would STILL 
leave the same gap however.
So after all of this the names are still different. So I ended up writing 
custom code to push all of these changes everywhere they needed to go, which 
was many many different places. I wrote code to change the existing disconnects 
and I used direct SQL so it would run much faster, allow me to modify closed 
tickets, and in general bypass any workflow that these updates might trigger. 
Using direct SQL straight into the database is something I always fear doing. 
It’s never a smart idea if you can avoid it. Since most them where not even 
linked back to People or User by a User ID or GUID of some sort, I couldn’t 
just change a User ID or GUID in each record, if Linda Smith was in 3 different 
places on the same form I had to change all of those fields on that form.

So based on this scenario I have 2 questions.

1.  Is there an “already built in way” that anyone knows of, that would 
automatically propagate these changes which support and I missed?

2.   If there isn’t a built in way that I missed, do you guys think it 
would be useful if I make the code I wrote more generic (based only on out of 
the box items) and published it to the communities? I just don’t want to do the 
work to make it generic if this isn’t an issue for anyone, lord knows I had 
never ran into it before and it was not a simple thing to fix. I feel like this 
should have been out of the box functionality for ITSM,SLM, etc but I couldn’t 
find it and I am happy to save anyone else the work if it’s needed.

Thank You,

David 

Re: Code for pushing People changes to existing tickets etc... Is this needed?

[Carl Wilson]

Hi,
As BMC now include the UDM Data load sheets, updates "should" be directed
through these (as they contain validation code, etc). That said, I have not
checked that they would do all of what you would want to update.

Kind Regards,
Carl Wilson
On 21 Jan 2016 20:13, "David Charters" 
wrote:

> **
>
> Yes, that makes sense but this was a web services push from a custom in
> house AD system. I don’t think we could have pushed this through the
> console and bypassed all of the system workflow, for example what would it
> do with closed tickets, and Incident would see it as an update to the
> Assignee and trigger off the corresponding code.
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Jarl Grøneng
> *Sent:* Thursday, January 21, 2016 3:56 AM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Re: Code for pushing People changes to existing tickets etc...
> Is this needed?
>
>
>
> **
>
> Hi
>
>
>
> Have you looked into the Data Wizard Console? You can change a persons
> name using this application.
>
>
>
> Regards,
>
> Jarl
>
>
>
> 2016-01-21 9:46 GMT+01:00 David Charters :
>
> **
>
> All,
>
>
>
> So in the last six months I ran into a little house keeping bug in the
> People form (Now CTM:People). Let’s say someone gets married and there last
> name changes or after years of Remedy being its own source of truth you
> started using something like Active Directory to populate/update CTM:People
> , or for an unusual reason (since this one is rare) someone’s email
> changes. These changes might be pushed from something like AD or maybe they
> are manually changed directly in the CTM:People form, either way it didn’t
> matter.
>
> What we found was that these changes did not propagate out to other forms
> like Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda
> Smith then her name is changed to Linda Jones in CTM:People the Assignee
> still says Linda Smith even though you changed her last name in people to
> Linda Jones, or let’s say Steve becomes Steven due to an AD update. There
> are several fields on CTM:People that might change for a good reason, yet
> only the new records (Incidents, Changes, Approvals, etc… ) going forward
> have the new data like name, email address, Manger etc…
>
>
>
> So when my reporting guy is trying to run reports for all of Linda Smith’s
> ticket’s or Steven’s approvals but now their names are different he doesn’t
> get all of the data back, unless he changes the report or query in general.
> Let’s also say you have a reporting staff that does not want to have to
> adjust reports every time something like this changes (kind of can’t blame
> them).
>
> In the system I was working with there were a ton of changes because they
> switched to having an external system set the CTM:People data and it didn’t
> use Nicknames only their legal names. So I had several hundred People
> records that related to over 100,000 rows (spanning Change, Incident,
> Problem, SLM etc…) where the name in the ticket no longer matches the name
> in CTM:People. Keep in mind their User ID which should be a Unique index
> did not change.
>
> I don’t recall ever running into this before, so I assumed I was just
> missing something like running some kind of reconciliation job that didn’t
> used to exist. After all having people as relational items is relatively
> new OOB code, so I might have missed something. So first I of course read
> the docs again and then I called support. After 3 days back and forth they
> said nope there is nothing out of the box that will propagate this data.
> They said the is  fix is you don’t change the existing people data you
> create new people records (which by the way I don’t remember any such
> process in ITIL training). Tis would STILL leave the same gap however.
>
> So after all of this the names are still different. So I ended up writing
> custom code to push all of these changes everywhere they needed to go,
> which was many many different places. I wrote code to change the existing
> disconnects and I used direct SQL so it would run much faster, allow me to
> modify closed tickets, and in general bypass any workflow that these
> updates might trigger. Using direct SQL straight into the database is
> something I always fear doing. It’s never a smart idea if you can avoid it.
> Since most them where not even linked back to People or User by a User ID
> or GUID of some sort, I couldn’t just change a User ID or GUID in each
> record, if Linda Smith was in 3 different places on the same form I had to
> change all of those fields on that form.
>
>
>
> So based on this scenario I have 2 questions.
>
> 1.  Is there an “already built in way” that anyone knows of, that
> would automatically propagate these changes which support and I missed?
>
> 2.   If there isn’t a built in way that I missed, do you guys think
> it would be useful if I 

Re: Upgrade from 7.6 to 9

[Misi Mladoniczky]

Hi,

If you copy on the database level all customizations will be intact. However,
if you do an upgrade you might get things overwritten if your customizations
are still in base mode.

You should use a new name for your new server, and then rename it when going
to production.

RRR|Chive can sync your servers so that all updated/added/delete records will
be reflected on the new server.

Best Regards - Misi, RRR AB, http://rrr.se

>  Yes, we are planning to set up a new 9.x environment. We did setup a test
> server by first copying the data to new database server and then doing an
> upgrade. But it didn't copy the customizations and we had to manually do
> all the changes. Not sure if this was the right approach.
>
> When you say stand up a new 9.x environment does that means doing a fresh
> installation and then copy the def files? How to setup the database server
> prior to installation?
> We also want the name of the server to be the same as current prod. For
> this, during the installation should we bring down the current prod and do
> the installation on a fresh box?
>
> -Kaur
>
> On Fri, Jan 15, 2016 at 5:21 PM, Joel Sender  wrote:
>
>> It sounds like your best bet is to stand up the new 9.x environment and
>> copy the definitions and data:
>> 1. Use the developers' studio to copy your definitions
>> 2. Use rrrchive ( https://www.rrr.se/cgi/index?pg=chive ) to copy the
>> data.
>> Rrrchive lets you update records from the source to target.
>> The first copy will take a long time, but each night's update will
>> happen quickly.
>> The rrrchive CFG file lets you control the Form Data copied.
>> You can also run rrrchive in multiple CMD windows to take
>> advantage of multiple ARS (fast) threads.
>> With proper planning, the go live cut-over can be completed in
>> less than an hour (your mileage may vary)
>>
>> 3. The APPLICATION should be frozen once you copy the definitions to new
>> server.
>> If the freeze NEEDS to be violated, "Emergency updates" would need
>> to be applied to the new server as well.
>>
>> HTH,
>> Joel
>> Joel Senderjdsen...@earthlink.net310.829.5552
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList) [mailto:
>> arslist@ARSLIST.ORG] On Behalf Of Su Kaur
>> Sent: Friday, January 15, 2016 8:23 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: Upgrade from 7.6 to 9
>>
>> No, we are not using overlays. Everything is in base development mode.
>> Upgrade would be on Windows system.
>> How about the data/tickets that are modified during the upgrade? How can
>> we copy that change to new prod?
>>
>> Thanks!
>> Kaur
>>
>>
>> ___
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>> Answers Are, and have been for 20 years"
>>
>>
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Re: How to migrate any Service Now project to Remedy?

[Sean Harries]

Hi Abhi,

We have been asked this question more and more in the last 6 months as
people's requirements and business challenges change. Using legacy tools it
is possible but very time consuming to manually move raw ServiceNow data to
ITSM  The greatest challenge around this type of migration is understanding
all the underlying data structures that hold ITSM together to ensure your
data will work correctly in ITSM modules after it has been migrated from
ServiceNow. While it is straightforward to drop some ServiceNow tables onto
an ITSM system for reference, taking a ServiceNow incident with all its
related data and migrating it to be a working ITSM Incident ticket is more
challenging.

We originally designed our Data Migration Tool (
http://www.alderstone.com/cmt.html) to migrate from ITSM to ITSM but we
have recently been working hard to bring out CMT v1.3 this will migrate
data between ServiceNow and ITSM. We anticipate that v1.3 of CMT will be
fully available very soon, but is already in use by our consultants and we
would be happy to talk to you about the tool and around your migration of
data from ServiceNow to ITSM.

Note on Premise or SaaS is not an issue here, the CMT software will migrate
from On Premise to Cloud, Cloud to Cloud or Cloud to On Premise so I'd like
to think we have you covered on your migration here.

Please contact me if you have any questions or want to know more

thanks

Sean


*Sean Harries*
Alderstone Consulting Ltd


Revolutionise your management of BMC Remedy ITSM Services with CMT



Mobile: +44 (0)7976 558048
Skype: seanharries
MSN: seanharr...@alderstone.com 
e-mail: sean.harr...@alderstone.com
Linkedin: http://www.linkedin.com/in/seanharries



On 12 January 2016 at 17:48, Abhi$hek  wrote:

> **
>
> Yes SNOW is on premise and migration will be from SNOW to Remedy ITSM
>
> Cheers,
> Abhi
> On 12 Jan 2016 22:57, "Joe D'Souza"  wrote:
>
>> Is SNOW on premise?
>>
>> Cheers
>>
>> Joe
>>
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Stan Feinstein
>> Sent: Tuesday, January 12, 2016 10:22 AM
>> To: arslist@ARSLIST.ORG
>> Subject: Re: How to migrate any Service Now project to Remedy?
>>
>> Abhi,
>>
>> Is your client using Service Now's project management functionality?  If
>> so,
>> please call me at 310-230-1722.  Project Remedies' ActionProgram Manager
>> Plus is Remedy-based and better / richer than Service Now's capabilities
>> in
>> this area.
>>
>> Stan
>> w. 310-230-1722.
>> c. 310-428-5748.
>>
>> -Original Message-
>> From: Action Request System discussion list(ARSList)
>> [mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
>> Sent: Tuesday, January 12, 2016 6:58 AM
>> To: arslist@ARSLIST.ORG
>> Subject: How to migrate any Service Now project to Remedy?
>>
>> Hi Team,
>>
>>
>>
>> We are having the requirement for migration of the Service Now project to
>> Remedy.
>>
>> Anyone having any high level view on the same.
>>
>>
>>
>> Early response will be highly appreciated.
>>
>>
>>
>> Cheers,
>>
>> Abhi.
>>
>>
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the
>> Answers
>> Are, and have been for 20 years"
>>
>>
>> 
>> ___
>> UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
>> "Where the Answers Are, and have been for 20 years"
>>
>>
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>>
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Integration with Classifications Management Tool

[Brian Pancia]

Has anyone integrated the ITSM Suite with the Classifications Management Tool?  
Looking at integrating the two, but didn't want to reinvent the wheel if it was 
already done.

If you prefer to respond directly to me you can do so at panc...@finityit.com


Brian Pancia
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Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

[Rick Westbrock]

I think that there is additional value to using this method as it is a chance 
to evaluate every single existing customization to determine whether or not it 
needs to be copied to the new server. In some cases there may be new OOB 
functionality that is similar enough that specific customizations don’t need to 
be brought over which is less baggage to worry about. In other cases maybe the 
new functionality isn’t quite the same as a customization but it may be close 
enough that you might be able to justify tweaking the business process so that 
you can leave behind the customization.

This is also a good way to identify customizations that are no longer needed 
due to changes in business process etc. and can be left behind for that reason. 
In my mind it is easier to not copy a customization than to remove it from an 
existing system.


-Rick

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Sean Harries
Sent: Thursday, January 21, 2016 3:32 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade ITSM from 7.6.04 SP3 to 9.0.01

**
I would completely agree with David here, new environment clean build and move 
over just your customisations that are still required (rather than any bug 
fixes for old versions or functionality that is replaced with v9.1). Of course 
that sounds like the costly option but decommission the old hardware/virtual 
environments and you end up with an ITSM environment fit for the future, in 
support and able to cope with the requirements of ITSM v9.x.


A clean v9.x install will generally be faster, easier to support and of course 
easier to upgrade to the next ITSM version. You will of course still need to 
review the customizations you have applied to your current system and decide 
what you need to retain, but that is of course best practice with an upgrade 
anyway.

While ITSM 9.1 data wizard is vastly superior to older versions and far more 
capable of managing the data in your production environment, what it will not 
do is handle the data migration from your old version. You will want to migrate 
over the foundation data, and the transactional data onto ITSM 9.x . This is an 
ideal time to clean up data, remapping Prod cats and Op Cats etc. and 
potentially archive some of the tickets that you no longer need direct access 
to.

We use our Customer Move Tool (more info http://www.alderstone.com/cmt) for the 
migration from previous ITSM versions to the latest, as we can migrate all 
modules data or a reduced set (including extracting single companies and 
migrating just their data), depending on your requirements. In general we've 
been able to move all data within one day and the upgrade process becomes very 
smooth indeed. Please let me know if you would like to talk about this in more 
detail or I can set up a Demo of our migration tool to show you the flexibility 
and power of the application.

In the mean time if you have specific questions around upgrades, please let me 
know.



regards



Sean



Sean Harries
Alderstone Consulting Ltd



Revolutionise your management of BMC Remedy ITSM Services with 
CMT

Mobile: +44 (0)7976 558048
Skype: seanharries
MSN: seanharr...@alderstone.com
e-mail: sean.harr...@alderstone.com
Linkedin: http://www.linkedin.com/in/seanharries

On 21 January 2016 at 03:19, Su Kaur 
> wrote:
**
We are also planning to do an upgrade from 7.6.04 to 9.0.01. Ours is a highly 
customized system. All the development is in base development mode, no overlays 
and none of the ITSM modules being used.
We have a separate app and mid tier server using SQL Server.
Since the configuration of current prod is not good and its all messed up, we 
are thinking of setting up a new 9.x server.
What would be our best bet? Copy data and then upgrade? Would this move all the 
customizations?

Thanks!
Kaur


On Wed, Jan 20, 2016 at 3:14 PM, Daniel Wu 
> wrote:
** Thanks Warren. I was posting a question on your chain at the same time. I 
appreciate the link you sent. I'd be sure to check it out. You can answer my 
question here in my posting chain, if you like.

In our particular environment, I will have to stance up another instance and 
run in parallel to compare, then do the cut over. And that won't be the live 
system.


On Wednesday, January 20, 2016, Warren R. Baltimore II 
> wrote:
**
Daniel,
We just completed the upgrade from 7.6.04 to 9.0.01.  For the most part it was 
relatively easy albeit a VERY long process.  I strongly urget that you take a 
look at this link if you haven't.  We followed this process and found it to 
work quite well. 
https://docs.bmc.com/docs/display/public/brid90/Upgrading+from+a+version+7.6.04+or+8.0.xx.
Some 

Re: Reg: Group form permission issue

[Chetan Shinde]

Check the Group List value in the 'User' form, it should contain the
Administrator group.

Regards,
Chetan Shinde

On Thu, Jan 21, 2016 at 2:18 PM, Pandi C  wrote:

> **
> Hello_
>
> Administrator User not able to access the remedy Group form. We have
> removed and updated Administrator permission again on the user people
> record, even though getting attached below error message when trying to
> open Group form url.
>
> ARERR[9264] You have no access permission to the form Group.
>
> Kindly check and let me know if anyone face this issue??? for the solution.
>
> --
> C.Pandi
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Upgrade from 7.6 to 9

[Joel Sender]

Set up a clean (new) db as part of the installation of ARS 9. 

All the defs and data will be copied through tools using the ARS api  (dev 
studio for defs, rrrchive for data).

 

The new and old server names should NOT be the same.

Typically, the official production server name should be a DNS alias that is 
changed to point to the current prod server.

For example: ‘RemProd’ is a dns alias that points to ‘oldserver’ until the 
cut-over; at which point, the alias is modified to point to ‘newserver’.

This approach will also support DR fall-over: change the alias record to point 
to the hot back-up until the prod is fixed.  

 

By copying form old to new, you’ll have the added benefit of discarding any 
‘bad data’ that may have developed in the old server.

If, say, a selection menu has had a value removed, or a field property has been 
changed, but the old values still reside in a record.

The data import will reject the invalid values, allowing you to examine the 
record and choose to either skip it of fix it on the new server.

I had a client with so many bad records (100% custom app) that it was causing 
crashes.

After the upgrade and clean-up, all was well.

HTH,

Joel. Joel Senderjdsen...@earthlink.net310.829.5552

 

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Su Kaur
Sent: Wednesday, January 20, 2016 7:53 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.6 to 9

 

** 

 Yes, we are planning to set up a new 9.x environment. We did setup a test 
server by first copying the data to new database server and then doing an 
upgrade. But it didn't copy the customizations and we had to manually do all 
the changes. Not sure if this was the right approach. 

 

When you say stand up a new 9.x environment does that means doing a fresh 
installation and then copy the def files? How to setup the database server 
prior to installation?

We also want the name of the server to be the same as current prod. For this, 
during the installation should we bring down the current prod and do the 
installation on a fresh box?

 

-Kaur

 

On Fri, Jan 15, 2016 at 5:21 PM, Joel Sender  wrote:

It sounds like your best bet is to stand up the new 9.x environment and copy 
the definitions and data:
1. Use the developers' studio to copy your definitions
2. Use rrrchive ( https://www.rrr.se/cgi/index?pg=chive ) to copy the data.
Rrrchive lets you update records from the source to target.
The first copy will take a long time, but each night's update will 
happen quickly.
The rrrchive CFG file lets you control the Form Data copied.
You can also run rrrchive in multiple CMD windows to take advantage of 
multiple ARS (fast) threads.
With proper planning, the go live cut-over can be completed in less 
than an hour (your mileage may vary)

3. The APPLICATION should be frozen once you copy the definitions to new server.
If the freeze NEEDS to be violated, "Emergency updates" would need to 
be applied to the new server as well.

HTH,
Joel
Joel Senderjdsen...@earthlink.net310.829.5552

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Su Kaur
Sent: Friday, January 15, 2016 8:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade from 7.6 to 9

No, we are not using overlays. Everything is in base development mode. Upgrade 
would be on Windows system.
How about the data/tickets that are modified during the upgrade? How can we 
copy that change to new prod?

Thanks!
Kaur

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_ARSlist: "Where the Answers Are" and have been for 20 years_ 


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Re: Group form permission issue

[Pandi C]

Having Fixed licence only
On 22 Jan 2016 1:16 a.m., "Lotz, David"  wrote:

> **
>
> The user has a Fixed license?
>
>
>
> *From:* Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] *On Behalf Of *Pandi C
> *Sent:* Thursday, January 21, 2016 2:19 PM
> *To:* arslist@ARSLIST.ORG
> *Subject:* Reg: Group form permission issue
>
>
>
> **
>
> Hello_
>
>
>
> Administrator User not able to access the remedy Group form. We have
> removed and updated Administrator permission again on the user people
> record, even though getting attached below error message when trying to
> open Group form url.
>
>
>
> ARERR[9264] You have no access permission to the form Group.
>
>
>
> Kindly check and let me know if anyone face this issue??? for the solution.
>
>
>
> --
>
> C.Pandi
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> This e-mail transmission contains information that is confidential and may
> be privileged.
> It is intended only for the addressee(s) named above. If you receive this
> e-mail in error,
> please do not read, copy or disseminate it in any manner.  If you are not
> the intended
> recipient, any disclosure, copying, distribution or use of the contents of
> this information
> is prohibited. Please reply to the message immediately by informing the
> sender that the
> message was misdirected. After replying, please erase it from your
> computer system. Your
> assistance in correcting this error is appreciated.
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Reg: Group form permission issue

[Pandi C]

**
Yes, Administrator group is showing in Group List value.
On 22 Jan 2016 2:18 a.m., "Chetan Shinde"  wrote:

> **
> Check the Group List value in the 'User' form, it should contain the
> Administrator group.
>
> Regards,
> Chetan Shinde
>
> On Thu, Jan 21, 2016 at 2:18 PM, Pandi C  wrote:
>
>> **
>> Hello_
>>
>> Administrator User not able to access the remedy Group form. We have
>> removed and updated Administrator permission again on the user people
>> record, even though getting attached below error message when trying to
>> open Group form url.
>>
>> ARERR[9264] You have no access permission to the form Group.
>>
>> Kindly check and let me know if anyone face this issue??? for the
>> solution.
>>
>> --
>> C.Pandi
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Reg: Group form permission issue

[Carl Wilson]

Sounds like a difference between the User form and the User Cache (Cache
Corruption).

I have seen some strange things lately with Remedy and the User Cache (on
8.x) where they only way to get Users access back was to run a re-cache on
the server (command line) as a restart did not sort the issues.

The only problem with running the command line is the time it takes to drop
and rebuild the cache.

Kind Regards,
Carl Wilson
On 22 Jan 2016 13:26, "Pandi C"  wrote:

> **
>
> **
> Yes, Administrator group is showing in Group List value.
> On 22 Jan 2016 2:18 a.m., "Chetan Shinde"  wrote:
>
>> **
>> Check the Group List value in the 'User' form, it should contain the
>> Administrator group.
>>
>> Regards,
>> Chetan Shinde
>>
>> On Thu, Jan 21, 2016 at 2:18 PM, Pandi C  wrote:
>>
>>> **
>>> Hello_
>>>
>>> Administrator User not able to access the remedy Group form. We have
>>> removed and updated Administrator permission again on the user people
>>> record, even though getting attached below error message when trying to
>>> open Group form url.
>>>
>>> ARERR[9264] You have no access permission to the form Group.
>>>
>>> Kindly check and let me know if anyone face this issue??? for the
>>> solution.
>>>
>>> --
>>> C.Pandi
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Re: Reg: Group form permission issue

[Pandi C]

Thank you for the update.

Issue was resolved once flushed the mid tier cache.
On 22 Jan 2016 8:28 a.m., "Carl Wilson"  wrote:

> **
>
> Sounds like a difference between the User form and the User Cache (Cache
> Corruption).
>
> I have seen some strange things lately with Remedy and the User Cache (on
> 8.x) where they only way to get Users access back was to run a re-cache on
> the server (command line) as a restart did not sort the issues.
>
> The only problem with running the command line is the time it takes to
> drop and rebuild the cache.
>
> Kind Regards,
> Carl Wilson
> On 22 Jan 2016 13:26, "Pandi C"  wrote:
>
>> **
>>
>> **
>> Yes, Administrator group is showing in Group List value.
>> On 22 Jan 2016 2:18 a.m., "Chetan Shinde"  wrote:
>>
>>> **
>>> Check the Group List value in the 'User' form, it should contain the
>>> Administrator group.
>>>
>>> Regards,
>>> Chetan Shinde
>>>
>>> On Thu, Jan 21, 2016 at 2:18 PM, Pandi C  wrote:
>>>
 **
 Hello_

 Administrator User not able to access the remedy Group form. We have
 removed and updated Administrator permission again on the user people
 record, even though getting attached below error message when trying to
 open Group form url.

 ARERR[9264] You have no access permission to the form Group.

 Kindly check and let me know if anyone face this issue??? for the
 solution.

 --
 C.Pandi
 _ARSlist: "Where the Answers Are" and have been for 20 years_
>>>
>>>
>>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>>
>> _ARSlist: "Where the Answers Are" and have been for 20 years_
>
> _ARSlist: "Where the Answers Are" and have been for 20 years_

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Reg: Group form permission issue

[Pandi C]

Hello_

Administrator User not able to access the remedy Group form. We have
removed and updated Administrator permission again on the user people
record, even though getting attached below error message when trying to
open Group form url.

ARERR[9264] You have no access permission to the form Group.

Kindly check and let me know if anyone face this issue??? for the solution.

-- 
C.Pandi

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Re: Group form permission issue

[Lotz, David]

The user has a Fixed license?

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Pandi C
Sent: Thursday, January 21, 2016 2:19 PM
To: arslist@ARSLIST.ORG
Subject: Reg: Group form permission issue

**
Hello_

Administrator User not able to access the remedy Group form. We have removed 
and updated Administrator permission again on the user people record, even 
though getting attached below error message when trying to open Group form url.

ARERR[9264] You have no access permission to the form Group.

Kindly check and let me know if anyone face this issue??? for the solution.

--
C.Pandi
_ARSlist: "Where the Answers Are" and have been for 20 years_
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It is intended only for the addressee(s) named above. If you receive this 
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recipient, any disclosure, copying, distribution or use of the contents of this 
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