date:20080513

Part of the problem is that there are no good answers to your questions.
By default, we put things in the BMC_ComputerSystem class, unless it
fits in somewhere else.  So a Blackberry technically is a computer, just
a tiny one.  So is a calculator.



Stuff that doesn't have a class and isn't anything remotely close to
being a computer goes in as equipment.



I'm wary of creating new classes unless there is a demonstrable need for
it that is so strong we can't live without it.  My users already hate
that they have nothing in Asset Management to be able to search across
the different classes (e.g. how do you find, in ITSM, all Assets located
on the third floor of a certain building?  The data exists, but there is
no screen for users to pull that type of information.)  New classes make
the system harder to use.  In fact, rather than creating a bunch of new
classes, we've hidden some of the OOB classes to make the system easier
to navigate.



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Monday, May 12, 2008 3:58 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions



**

ahhh thanks,

{module sarcasm}
 writeline (That's as useful as a 3 Inch ladder)
{end sarcasm}

So, what is the deal?
Why can't anyone share their real world experience?
I was hoping to see other points of view, with 3300 subscribers to this
list, there has to be more than one.
I'm not asking for Coca-Cola's secret formula, I'm just asking to see
what others have done.

Note to self, Add to module -

Sharing = function (in short supply);
goto {sarcasm};

Anyways, tried creating a new CI -
I was able to create a new SuperClass and a new Class Name (associated
with the superclass)
Everything shows up fine in the CMDB Class manager Console, however
nothing shows in the CI selection in the product category creation.

Thanks,

Kevin P.



** You have the answer either use an existing CI such as Computer System
or Equipment or create a new CI to meet your needs. Their are add on CIs
available if needed.


-Original Message-
From: Kevin Pulsen [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Mon, 12 May 2008 11:52 am
Subject: Re: ITSM 7, CMDB CI and Product Definitions

**

Hi Eli,

ok, but where does a Blackberry fall into the ootb CI?

where does a telephone, office desk, fax, etc fall into the ootb CI?

These aren't defined and the product category creation wizard will not
allow you to created a item without defining a CI.

Thanks,

Kevin P.





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Re: ADV:Sustainable IT Infrastructure Compliance

2008-05-13 Thread Ramy S. Ayoub

Great Post :) that remedy implementations will be for free

On Tue, May 13, 2008 at 1:00 PM, Gidd [EMAIL PROTECTED] wrote:

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Re: ITSM 7, CMDB CI and Product Definitions

2008-05-13 Thread Kevin Pulsen

**
Thank you Shawn for your reply.My concern is, and this is what I have heard from BMC, when designing your Product categories, you need to think ahead to the design of the CMDB as well. It's all interrelated and affects reporting, trending analysis etc.I find it very difficult to design my Product categories and place all of the Non-Asset items in an 'OTHER' category, only to find out 2 years down the road our CMDB is messed up and mostly useless.Was this information from BMC a ploy to sell more Professional Services?I just hope to look enough ahead of the road to see the brick wall coming at me, that's all.Thanks again,Kevin P.**

Part
of the problem is that there are no good answers to your questions. By default,
we put things in the BMC_ComputerSystem class, unless it fits in somewhere
else. So a Blackberry technically is a computer, just a tiny one. So is a
calculator.

Stuff
that doesn’t have a class and isn’t anything remotely close to being a computer
goes in as “equipment”.

I’m
wary of creating new classes unless there is a demonstrable need for it that is
so strong we can’t live without it. My users already hate that they have
nothing in Asset Management to be able to search across the different classes
(e.g. how do you find, in ITSM, all Assets located on the third floor of a
certain building? The data exists, but there is no screen for users to pull
that type of information.) New classes make the system harder to use. In fact,
rather than creating a bunch of new classes, we’ve hidden some of the OOB
classes to make the system easier to navigate.

Shawn
Pierson

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ITSM 7 + Dedicated Solaris midtier Java Heap Size on Solaris?

2008-05-13 Thread William Rentfrow

I know this issue has been dealt with numerous times over the years.
We're running IM 7.03, SLM 7.1 on ARS 7.1.
 
We are getting the typical java.lang.OutOfMemoryError: Java heap space
errors - obviously we need to increase it.
 
We are in a large environment and we're running dedicated Solaris
mid-tier servers (ie, no Email Engine to compete for Java resources on
this box).  The default websphere settings for heap size are 50mb/256mb
min/max.  The only thing on these boxes is the mid-tier so we don't have
to worry about memory usage beyond what we are doing.
 
What is everyone else setting theirs to?  I'm thinking 256mb/1GB min/max
might be a good starting point but feedback would be appreciated.
Thanks in advance.
 
William Rentfrow, Principal Consultant
[EMAIL PROTECTED]
C 701-306-6157
O 952-432-0227
 

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Re: ITSM 7, CMDB CI and Product Definitions

Actually, it’s not that difficult to map your Product Categories to where they 
are useful for Asset Management, CMDB, and the rest of ITSM.  From what I’ve 
seen with the CMDB and categorizations, it’s best to follow the K.I.S.S. 
method.  I made a new class in CMDB 1 that ended up being a huge pain to 
maintain from the Asset Management side, so when we moved to 2, I imported 
those CIs as Computer Systems, and the users are much happier.  If the end 
users don’t see any value in splitting things out into a lot of new classes, 
then there probably is none.  

 

With any application work, you really need to get the users to focus on the 
output, so you’re right in being concerned about reporting.  We’ve found some 
issues with our Product Categories now that we’re implementing BMC Analytics.  
For example, instead of going with HardwareComputerDesktop we went something 
like PCDesktopStandard, but BMC Analytics has “Hardware” as a filter that 
comes out of the box, and with the route we went, it is harder to report on 
hardware assets.  Still, had we created new Classes, such as Desktop, Server, 
and Laptop, our cleanup work would be a lot more difficult than just dealing 
with Product Categorizations.

 

Also I think that a lot of what BMC does is a ploy to sell professional 
services, but that’s just a typical thing that all vendors do.  Professional 
Services aren’t useful in coming up with processes and ways of laying out data 
that your company can use though.  Sure, they can offer suggestions or tell you 
how it was done at another company, but if they drive the process you’re going 
to have lots of problems and the users will be unhappy.  You have to get your 
primary users to step up and decide how they plan to use the system and have a 
clear process that you make the application fit in.  BMC has a problem with 
ITSM 7 where they try to get companies to fit their processes around ITSM, when 
to be successful they need to do the reverse.

 

Shawn Pierson

 

From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Kevin Pulsen
Sent: Tuesday, May 13, 2008 8:35 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions

 

** 

Thank you Shawn for your reply.

My concern is, and this is what I have heard from BMC, when designing your 
Product categories, you need to think ahead to the design of the CMDB as well. 
It's all interrelated and affects reporting, trending analysis etc.

I find it very difficult to design my Product categories and place all of the 
Non-Asset items in an 'OTHER' category, only to find out 2 years down the road 
our CMDB is messed up and mostly useless.

Was this information from BMC a ploy to sell more Professional Services?

I just hope to look enough ahead of the road to see the brick wall coming at 
me, that's all.

Thanks again,

Kevin P.



** 

Part of the problem is that there are no good answers to your questions.  By 
default, we put things in the BMC_ComputerSystem class, unless it fits in 
somewhere else.  So a Blackberry technically is a computer, just a tiny one.  
So is a calculator.  

 

Stuff that doesn’t have a class and isn’t anything remotely close to being a 
computer goes in as “equipment”.

 

I’m wary of creating new classes unless there is a demonstrable need for it 
that is so strong we can’t live without it.  My users already hate that they 
have nothing in Asset Management to be able to search across the different 
classes (e.g. how do you find, in ITSM, all Assets located on the third floor 
of a certain building?  The data exists, but there is no screen for users to 
pull that type of information.)  New classes make the system harder to use.  In 
fact, rather than creating a bunch of new classes, we’ve hidden some of the OOB 
classes to make the system easier to navigate.

 

Shawn Pierson


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Re: ITSM 7, CMDB CI and Product Definitions

2008-05-13 Thread Kevin Pulsen

**
Well,I find it very disturbing from what Shawn stated - "Part of the problem is that there are no good answers to your questions"If the CMDB is really suppose to be the center of the Universe for ITSM, as it shows so well in the BMC literature, how can there be no real good answers?And if ITSM is suppose to be heavily ITIL influenced, how can any company use ITSM and state ITIL is not for me? Isn't that an Oxymoron? You really can't play a game with 15 rules, turn around and state there are no rules. Yes, ITIL is a framework (Pick and choose what you will), however without a foundation, it will collapse.Fine, I'll just turn up the heavy metal music and make my best guess where light bulbs fit into a CI when creating my product categories because not everything is a computer.Thanks,Kevin
P.**

Kevin:

This situation is not a ploy to sell services. In its simplest form, the
fact is that ITIL adoption is a complex endeavor, and if your organization is
not willing to front-load their effort, then ITIL adoption may not be for them.
Everything that Chris mentioned is important. Beyond what Chris wrote, it's
necessary to understand the thought processes that lead him to write what he
did.

If your concern is future usability, then it is necessary to make your very
best effort to anticipate what the future needs will be. Only after this
process is grossly conlcluded can the CMDB be configured to meet the need.
Along with this concept, understand that the expected need will never exactly
match the actual future need, and so all you can do is make your best
effort.

Just like CQI, ITIL is a journey, not a destination.

Less philosophically, my strongest recommendation to a customer is to not add
any new attributes or classes unless there is a demonstrable business need for
the new class/attribute. In my experience, customers are often suprised how
many CIs can be tracked using simply the BaseElement class. My personal #1 rule
of CMDB: unless there is a business need to consume the data, do not store the
data in the CMDB. This rule extends to the Product Catalog, in that if there is
no need to consume the data, then there is no need to categorize the data.

Also, as Shawn mentioned, if you're using BMC's AM module, you have many
restrictions in the day-to-day use of your data, so some of these questions,
when pursued to their logical conclusion, will lead you to "it doesn't
matter."

Just My $0.02,
--Phil

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Asset Admin license removals

2008-05-13 Thread Drake,Dave

Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

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Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

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be unlawful. If you are not the addressee, please promptly delete this
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Re: Asset Admin license removals

2008-05-13 Thread Roger Justice

The entries are held in CTM:People Permission Groups you should be able to make 
the chage you need with a modify all.

-Original Message-
From: Drake,Dave [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 13 May 2008 11:38 am
Subject: Asset Admin license removals



Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner 
Corporation and are intended only for the addressee. The information contained 
in this message is confidential and may constitute inside or non-public 
information under international, federal, or state securities laws. 
Unauthorized 
forwarding, printing, copying, distribution, or use of such information is 
strictly prohibited and may be unlawful. If you are not the addressee, please 
promptly delete this message and notify the sender of the delivery error by 
e-mail or you may call Cerner's corporate offices in Kansas City, Missouri, 
U.S.A at (+1) (816)221-1024.

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Re: Data types not appropriate for arithmitic operation

2008-05-13 Thread Shafqat Ayaz

**
Hello Drew
I have found that if you push a 0 length field into a char field with a length of say 255 chars, even though the field contains a single character it will give you this error. check the field lengths of the fields you are pushing and the field you are pushing into. that is the only thing i can think of, that will cause this type of error

kind regards





Shafqat Ayaz
"Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh Uncontrollably, And Never Regret anything that made you Smile.." --- On Tue, 5/13/08, Drew Shuller [EMAIL PROTECTED] wrote:
From: Drew Shuller [EMAIL PROTECTED]Subject: Re: Data types not appropriate for arithmitic operationTo: arslist@ARSLIST.ORGDate: Tuesday, May 13, 2008, 5:43 PMJames, thank you for that suggestion, but it didn't help. It must be 
something else.

Drew

On Tue, 13 May 2008, jham36 
wrote:

 Are you inserting a carriage return there?  If so you need to put a
 carriage return in this way:
 Click the expand box for the set fields action. At the end of the line
 put a double quote.  Press enter, then put another double quote.
 In the expand box it would look like this:

 "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$
+ "."
 + "
 " + "Server Function Description: " + $SRVR_FUNCTN_DESC$

 Click OK and it will look something like this:
 "Server Start/Stop Instructions: " + $SRVR_STRT_STP_INSTR_DESC?$
+ "."
 +  "|" " + "Server Function Description: " +
$SRVR_FUNCTN_DESC$

 You can't insert a carriage return in the single line view of the set
 fields.  You need to do it after clicking the expand box.  When you
 save, the system will put in the appropriate parentheses.


 James


 On May 13, 12:20pm, Drew Shuller [EMAIL PROTECTED] wrote:
 Hello everyone, could someone give me a sanity check? I have a filter
that
 pulls data from a staging form and pushes it into the AST:WorkLog
form.
 But it errors out:ARERR [312] Data types are not appropriate for
arithmetic operation

 Here's my set fields:
 ((( "Server Start/Stop Instructions: " +
$SRVR_STRT_STP_INSTR_DESC?$) +
 ". ") + "
 Server Function Description: ") + $SRVR_FUNCTN_DESC$

 Those fields are character fields. The field in AST:Worklog is also a
 character field, with a length of 0. This should be working,
shouldn't it?
 Or am I missing something?

 Drew
 Tulsa


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Re: Data types not appropriate for arithmitic operation

2008-05-13 Thread Gary Opela (Corporate)

In the past, with older versions, I did this once. It caused a buffer
overflow and crashed the server. I have checked it on newer versions and
it no longer does this. I have not experienced the error he is having,
but it's worth a look.

 

Thanks,

 

Gary Opela, Jr., RSP

Remedy Engineer

Leader Communications, Inc.

http://www.5pointleader.com

http://www.lcibest.com

Best Product, Best People, Best PriceTM

An ISO 9001:2000 Certified, CMMI(r) Level 3 Rated Company



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Shafqat Ayaz
Sent: Tuesday, May 13, 2008 11:51 AM
To: arslist@ARSLIST.ORG
Subject: Re: Data types not appropriate for arithmitic operation

 

** 

Hello Drew

I  have found that if you push a 0 length field into a char field with a
length of say 255 chars, even though the field contains a single
character  it will give you this error. check the  field lengths of the
fields you are  pushing and the field  you are pushing into. that  is
the only thing i can think of, that will cause this type of error

 

kind  regards



 

Shafqat Ayaz

Break the Rules, Forgive Quickly, Kiss Slowly, Love Truly, Laugh
Uncontrollably, And Never Regret anything that made you Smile.. 



--- On Tue, 5/13/08, Drew Shuller [EMAIL PROTECTED] wrote:

From: Drew Shuller [EMAIL PROTECTED]
Subject: Re: Data types not appropriate for arithmitic operation
To: arslist@ARSLIST.ORG
Date: Tuesday, May 13, 2008, 5:43 PM

James, thank you for that suggestion, but it didn't help. It must be 
something else.
 
Drew
 
On Tue, 13 May 2008, jham36 
wrote:
 
 Are you inserting a carriage return there?  If so you need to put a
 carriage return in this way:
 Click the expand box for the set fields action. At the end of the line
 put a double quote.  Press enter, then put another double quote.
 In the expand box it would look like this:
 
 Server Start/Stop Instructions:  + $SRVR_STRT_STP_INSTR_DESC?$
+ .
 + 
  + Server Function Description:  + $SRVR_FUNCTN_DESC$
 
 Click OK and it will look something like this:
 Server Start/Stop Instructions:  + $SRVR_STRT_STP_INSTR_DESC?$
+ .
 +  |  + Server Function Description:  +
$SRVR_FUNCTN_DESC$
 
 You can't insert a carriage return in the single line view of the set
 fields.  You need to do it after clicking the expand box.  When you
 save, the system will put in the appropriate parentheses.
 
 
 James
 
 
 On May 13, 12:20 pm, Drew Shuller [EMAIL PROTECTED] wrote:
 Hello everyone, could someone give me a sanity check? I have a filter
that
 pulls data from a staging form and pushes it into the AST:WorkLog
form.
 But it errors out:ARERR [312] Data types are not appropriate for
arithmetic operation
 
 Here's my set fields:
 ((( Server Start/Stop Instructions:  +
$SRVR_STRT_STP_INSTR_DESC?$) +
 . ) +  
 Server Function Description: ) + $SRVR_FUNCTN_DESC$
 
 Those fields are character fields. The field in AST:Worklog is also a
 character field, with a length of 0. This should be working,
shouldn't it?
 Or am I missing something?
 
 Drew
 Tulsa
 
 

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RES: Data types not appropriate for arithmitic operation

2008-05-13 Thread Tadeu Augusto Dutra Pinto

 
Hi,
 
Try to use ' in your $SRVR_STRT_STP_INSTR_DESC?$ and $SRVR_FUNCTN_DESC$

Like these:
'$SRVR_STRT_STP_INSTR_DESC?$'
'$SRVR_FUNCTN_DESC$'
 
Att,
Tadeu



De: Action Request System discussion list(ARSList) em nome de Drew Shuller
Enviada: ter 13/5/2008 13:20
Para: arslist@ARSLIST.ORG
Assunto: Data types not appropriate for arithmitic operation



Hello everyone, could someone give me a sanity check? I have a filter that
pulls data from a staging form and pushes it into the AST:WorkLog form.
But it errors out:ARERR [312] Data types are not appropriate for arithmetic 
operation

Here's my set fields:
((( Server Start/Stop Instructions:  + $SRVR_STRT_STP_INSTR_DESC?$) +
. ) +  
Server Function Description: ) + $SRVR_FUNCTN_DESC$

Those fields are character fields. The field in AST:Worklog is also a
character field, with a length of 0. This should be working, shouldn't it?
Or am I missing something?

Drew
Tulsa

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Import into HPD:HelpDesk ARS 6.3

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



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Re: Import into HPD:HelpDesk ARS 6.3 (U)

2008-05-13 Thread Hennigan, Sandra H CTR OSD-CIO

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

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required to destroy the information after its stated need has been
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Re: Import into HPD:HelpDesk ARS 6.3

2008-05-13 Thread Rick Cook

The support console is sourced in the SHR:ConsolidatedList form.  You will
need to look at the workflow that pushes to there when a Help Desk record is
created, and ensure that workflow fires when you import your tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote:

 **

 I'm looking for some assistance in importing from a csv into HPD:HelpDesk
 to create tickets as part of a batch process when a new user is set up. I
 have the import working, but it doesn't seem that the tickets are showing up
 in Remedy User. They show up if I do a search for open tickets, but they
 aren't showing up in the support console for some reason.



 I can provide any additional information that is needed to help out.



 If someone has done this before or if someone can point me in the right
 direction it would be great.



 Thanks in advance,



 Jamie

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 prohibited from disclosing this information to any other party unless
 required to do so by law or regulation and is required to destroy the
 information after its stated need has been fulfilled.

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 disclosure, copying, distribution, or action taken in reliance on the
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 have received this information in error, please notify the sender
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Re: Import into HPD:HelpDesk ARS 6.3

2008-05-13 Thread Phil Murnane

Jamie:

What version of Help Desk are you on?

Thanks,
--Phil


- Original Message 
From: Heinzel, Jamie [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 10:01:18 AM
Subject: Import into HPD:HelpDesk ARS 6.3

**  
I’m looking for some assistance in importing from a
csv into HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn’t seem that the
tickets are showing up in Remedy User. They show up if I do a search for open
tickets, but they aren’t showing up in the support console for some
reason.
 
I can provide any additional information that is needed to
help out.
 
If someone has done this before or if someone can point me
in the right direction it would be great.
 
Thanks in advance,
 
Jamie


 This communication may contain confidential Protected Health Information. This 
information is intended only for the use of the individual or entity to which 
it is addressed. The authorized recipient of this information is prohibited 
from disclosing this information to any other party unless required to do so by 
law or regulation and is required to destroy the information after its stated 
need has been fulfilled.

If you are not the intended recipient, you are hereby notified that any 
disclosure, copying, distribution, or action taken in reliance on the contents 
of these documents is strictly prohibited by federal law. If you have received 
this information in error, please notify the sender immediately and arrange for 
the return or destruction of these documents.


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Re: Import into HPD:HelpDesk ARS 6.3 (U)

I suppose it would have helped to attach what I'm mapping currently.

Thanks in advance,

Jamie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, May 13, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

  _  

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Information. This information is intended only for the use of the
individual or entity to which it is addressed. The authorized recipient
of this information is prohibited from disclosing this information to
any other party unless required to do so by law or regulation and is
required to destroy the information after its stated need has been
fulfilled.

If you are not the intended recipient, you are hereby notified that any
disclosure, copying, distribution, or action taken in reliance on the
contents of these documents is strictly prohibited by federal law. If
you have received this information in error, please notify the sender
immediately and arrange for the return or destruction of these
documents.




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This communication may contain confidential Protected Health Information. This 
information is intended only for the use of the individual or entity to which 
it is addressed. The authorized recipient of this information is prohibited 
from disclosing this information to any other party unless required to do so by 
law or regulation and is required to destroy the information after its stated 
need has been fulfilled.
 
If you are not the intended recipient, you are hereby notified that any 
disclosure, copying, distribution, or action taken in reliance on the contents 
of these documents is strictly prohibited by federal law. If you have received 
this information in error, please notify the sender immediately and arrange for 
the return or destruction of these documents.



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Re: ITSM 7, CMDB CI and Product Definitions

2008-05-13 Thread Kevin Pulsen

**
Thanks Phil,I wasn't being sardonic.We have a non-IT support group that maintains non-IT related products (light bulbs, etc) they do however use Remedy.The point I have overlooked is that ITIL relies so much on IT only products, that the ITSM suite really excludes all other non-IT departments when the Service Desk is a single point of contact for ALL issues.It's going to be interesting to make other non-IT departments fit the ITSM life cycle.Thanks again,Kevin P.** 



Kevin:I'm 
not sure if you're just being sardonic, but in case you're not; light bulbs 
would be bulk assets (as would any item that has no distinguishing attributes 
within its class).--Phil



  
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Re: Import into HPD:HelpDesk ARS 6.3

2008-05-13 Thread David Charters

Have you tried using the ITSM data imort tool?
Sent from my Verizon Wireless BlackBerry

-Original Message-
From: Phil Murnane [EMAIL PROTECTED]

Date: Tue, 13 May 2008 10:17:28 
To:arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

** 

Jamie:

What version of Help Desk are you on?

Thanks,
--Phil

- Original Message 
From: Heinzel, Jamie [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 10:01:18 AM
Subject: Import into HPD:HelpDesk ARS 6.3

 ** 

I’m looking for some assistance in importing from a csv into HPD:HelpDesk to 
create tickets as part of a batch process when a new user is set up. I have the 
import working, but it doesn’t seem that the tickets are showing up in Remedy 
User. They show up if I do a search for open tickets, but they aren’t showing 
up in the support console for some reason. 

I can provide any additional information that is needed to help out. 

If someone has done this before or if someone can point me in the right 
direction it would be great. 

Thanks in advance, 

Jamie 

 This communication may contain confidential Protected Health Information. This 
information is intended only for the use of the individual or entity to which 
it is addressed. The authorized recipient of this information is prohibited 
from disclosing this information to any other party unless required to do so by 
law or regulation and is required to destroy the information after its stated 
need has been fulfilled.

 If you are not the intended recipient, you are hereby notified that any 
disclosure, copying, distribution, or action taken in reliance on the contents 
of these documents is strictly prohibited by federal law. If you have received 
this information in error, please notify the sender immediately and arrange for 
the return or destruction of these documents.

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Re: ITSM 7, CMDB CI and Product Definitions

2008-05-13 Thread Phil Murnane

Kevin:

I'm not sure if you're just being sardonic, but in case you're not; light bulbs 
would be bulk assets (as would any item that has no distinguishing attributes 
within its class).

--Phil


- Original Message 
From: Kevin Pulsen [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tuesday, May 13, 2008 9:16:26 AM
Subject: Re: ITSM 7, CMDB CI and Product Definitions

** 
Well,

I find it very disturbing from what Shawn stated - Part of the problem is that 
there are no good answers to your questions

If the CMDB is really suppose to be the center of the Universe for ITSM, as it 
shows so well in the BMC literature, how can there be no real good answers?

And if ITSM is suppose to be heavily ITIL influenced, how can any company use 
ITSM and state ITIL is not for me? Isn't that an Oxymoron? You really can't 
play a game with 15 rules, turn around and state there are no rules. Yes, ITIL 
is a framework (Pick and choose what you will), however without a foundation, 
it will collapse.

Fine, I'll just turn up the heavy metal music and make my best guess where 
light bulbs fit into a CI when creating my product categories because not 
everything is a computer.

Thanks,

Kevin P.



** 
Kevin:
 
This situation is not a ploy to sell services.  In its simplest form, the 
fact is that ITIL adoption is a complex endeavor, and if your organization is 
not willing to front-load their effort, then ITIL adoption may not be for them. 
 
Everything that Chris mentioned is important.  Beyond what Chris wrote, it's 
necessary to understand the thought processes that lead him to write what he 
did.
 
If your concern is future usability, then it is necessary to make your very 
best effort to anticipate what the future needs will be.  Only after this 
process is grossly conlcluded can the CMDB be configured to meet the need.  
Along with this concept, understand that the expected need will never exactly 
match the actual future need, and so all you can do is make your best 
effort.
 
Just like CQI, ITIL is a journey, not a destination.
 
Less philosophically, my strongest recommendation to a customer is to not add 
any new attributes or classes unless there is a demonstrable business need for 
the new class/attribute.  In my experience, customers are often suprised how 
many CIs can be tracked using simply the BaseElement class.  My personal #1 
rule 
of CMDB: unless there is a business need to consume the data, do not store the 
data in the CMDB.  This rule extends to the Product Catalog, in that if there 
is 
no need to consume the data, then there is no need to categorize the data.
 
Also, as Shawn mentioned, if you're using BMC's AM module, you have many 
restrictions in the day-to-day use of your data, so some of these questions, 
when pursued to their logical conclusion, will lead you to it doesn't 
matter.
 
Just My $0.02,
--Phil



 
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Re: Import into HPD:HelpDesk ARS 6.3 (U)

Jamie - 
Rick and David and everyone are right, but if you have already imported
the data and you do see it in the HelpDesk form, try performing a modify
on one of the tickets and see if it pushes the values to the underlying
SHR:ConsolidateList form.  If so it might be easier for you to just do
some simple modify all to get the records already in place pushed over
to the SHR:ConsolidatedList form which will then display in the console
table view.  I forget now on V6.x whether the modify will do the push,
but might be worth a try.
:)

Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 10:18 AM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

I suppose it would have helped to attach what I'm mapping currently.

Thanks in advance,

Jamie

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Hennigan, Sandra H CTR OSD-CIO
Sent: Tuesday, May 13, 2008 1:15 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3 (U)

UNCLASSIFIED

Does you import set the SCHEMA fields?

Sandra Hennigan

OSD Enterprise Remedy Administrator
Office # 703-602-2525 x248

Apparently, there is nothing that cannot happen today.  Mark Twain


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:01 PM
To: arslist@ARSLIST.ORG
Subject: Import into HPD:HelpDesk ARS 6.3


** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

  _  

This communication may contain confidential Protected Health
Information. This information is intended only for the use of the
individual or entity to which it is addressed. The authorized recipient
of this information is prohibited from disclosing this information to
any other party unless required to do so by law or regulation and is
required to destroy the information after its stated need has been
fulfilled.

If you are not the intended recipient, you are hereby notified that any
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contents of these documents is strictly prohibited by federal law. If
you have received this information in error, please notify the sender
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Re: Import into HPD:HelpDesk ARS 6.3

2008-05-13 Thread Scott Parrish

To Rick's point: The issue you are running into, I believe, is that none of
the filter workflow associated with generating a help desk ticket executes
on merge, therefore, the SHR:ConsolidatedList form isn't going to be
populated. If this is going to be an ongoing process you will need to modify
some of the out-of-the-box filter workflow. If it's a one-time thing you
could, conceivable, find a way to trigger the push OR export what you have
imported and import that export into the SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote:

** 

I'm looking for some assistance in importing from a csv into HPD:HelpDesk to
create tickets as part of a batch process when a new user is set up. I have
the import working, but it doesn't seem that the tickets are showing up in
Remedy User. They show up if I do a search for open tickets, but they aren't
showing up in the support console for some reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

  _  

This communication may contain confidential Protected Health Information.
This information is intended only for the use of the individual or entity to
which it is addressed. The authorized recipient of this information is
prohibited from disclosing this information to any other party unless
required to do so by law or regulation and is required to destroy the
information after its stated need has been fulfilled.

If you are not the intended recipient, you are hereby notified that any
disclosure, copying, distribution, or action taken in reliance on the
contents of these documents is strictly prohibited by federal law. If you
have received this information in error, please notify the sender
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Re: Import into HPD:HelpDesk ARS 6.3

No this is going to be an ongoing process. I'm still trying to figure
out the best way to do it, so all options are on the table. I think it's
obvious from my posts that I'm fairly new to Remedy. This is part of a
larger automation project that I'm working on and scripted creation of
Remedy profiles and tickets are part of it.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none
of the filter workflow associated with generating a help desk ticket
executes on merge, therefore, the SHR:ConsolidatedList form isn't going
to be populated. If this is going to be an ongoing process you will need
to modify some of the out-of-the-box filter workflow. If it's a one-time
thing you could, conceivable, find a way to trigger the push OR export
what you have imported and import that export into the
SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED]
wrote:

** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



This communication may contain confidential Protected Health
Information. This information is intended only for the use of the
individual or entity to which it is addressed. The authorized recipient
of this information is prohibited from disclosing this information to
any other party unless required to do so by law or regulation and is
required to destroy the information after its stated need has been
fulfilled.

If you are not the intended recipient, you are hereby notified that any
disclosure, copying, distribution, or action taken in reliance on the
contents of these documents is strictly prohibited by federal law. If
you have received this information in error, please notify the sender
immediately and arrange for the return or destruction of these
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This communication may contain confidential Protected Health Information. This 
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law or regulation and is required to destroy the information after its stated 
need has been fulfilled.
 
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Re: Import into HPD:HelpDesk ARS 6.3

2008-05-13 Thread Scott Parrish

Jamie,

Without knowing all of the ins and outs of your environment and exactly what
you are trying to do it's hard to say what the best route may be, but if it
were me, I would probably create a Display Only staging form with just the
fields that are being imported. I would have workflow that executes On Merge
to push the data from the staging form into the HPD:HelpDesk form (as this
will cause a submit and all workflow that executes on submit will execute).
There's many ways to skin this cat, this is just one of them.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

No this is going to be an ongoing process. I'm still trying to figure out
the best way to do it, so all options are on the table. I think it's obvious
from my posts that I'm fairly new to Remedy. This is part of a larger
automation project that I'm working on and scripted creation of Remedy
profiles and tickets are part of it.

 

Jamie

 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none of
the filter workflow associated with generating a help desk ticket executes
on merge, therefore, the SHR:ConsolidatedList form isn't going to be
populated. If this is going to be an ongoing process you will need to modify
some of the out-of-the-box filter workflow. If it's a one-time thing you
could, conceivable, find a way to trigger the push OR export what you have
imported and import that export into the SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 

  _  

From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED] wrote:

** 

I'm looking for some assistance in importing from a csv into HPD:HelpDesk to
create tickets as part of a batch process when a new user is set up. I have
the import working, but it doesn't seem that the tickets are showing up in
Remedy User. They show up if I do a search for open tickets, but they aren't
showing up in the support console for some reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie

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Re: ITSM 7, CMDB CI and Product Definitions

When I said is that there are no good answers, I should have qualified
that.  There are no good answers if you want a simple, broad,
overreaching solution.  Even with ITIL as a framework, you have to come
up with your own answers to the questions.  I see ITIL as almost a
philosophy based around I.T. rather than a rule book.  There are no
correct answers in something that isn't a concrete science.



However, I am pretty sure that if you're putting light bulbs in the
CMDB, you're going to have bigger problems than I have with my CMDB
implementation.



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Tuesday, May 13, 2008 11:16 AM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions



**

Well,

I find it very disturbing from what Shawn stated - Part of the problem
is that there are no good answers to your questions

If the CMDB is really suppose to be the center of the Universe for ITSM,
as it shows so well in the BMC literature, how can there be no real good
answers?

And if ITSM is suppose to be heavily ITIL influenced, how can any
company use ITSM and state ITIL is not for me? Isn't that an Oxymoron?
You really can't play a game with 15 rules, turn around and state there
are no rules. Yes, ITIL is a framework (Pick and choose what you will),
however without a foundation, it will collapse.

Fine, I'll just turn up the heavy metal music and make my best guess
where light bulbs fit into a CI when creating my product categories
because not everything is a computer.

Thanks,

Kevin P.



**

Kevin:



This situation is not a ploy to sell services.  In its simplest form,
the fact is that ITIL adoption is a complex endeavor, and if your
organization is not willing to front-load their effort, then ITIL
adoption may not be for them.  Everything that Chris mentioned is
important.  Beyond what Chris wrote, it's necessary to understand the
thought processes that lead him to write what he did.



If your concern is future usability, then it is necessary to make your
very best effort to anticipate what the future needs will be.  Only
after this process is grossly conlcluded can the CMDB be configured to
meet the need.  Along with this concept, understand that the expected
need will never exactly match the actual future need, and so all you can
do is make your best effort.



Just like CQI, ITIL is a journey, not a destination.



Less philosophically, my strongest recommendation to a customer is to
not add any new attributes or classes unless there is a demonstrable
business need for the new class/attribute.  In my experience, customers
are often suprised how many CIs can be tracked using simply the
BaseElement class.  My personal #1 rule of CMDB: unless there is a
business need to consume the data, do not store the data in the CMDB.
This rule extends to the Product Catalog, in that if there is no need to
consume the data, then there is no need to categorize the data.



Also, as Shawn mentioned, if you're using BMC's AM module, you have many
restrictions in the day-to-day use of your data, so some of these
questions, when pursued to their logical conclusion, will lead you to
it doesn't matter.



Just My $0.02,

--Phil







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Re: Asset Admin license removals

2008-05-13 Thread Drake,Dave

Aye, I can use an escalation to modify the CTM:People Permission Group entries, 
but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can look 
for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset User 
and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the addressee 
unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
CONFIDENTIALITY NOTICE This message and any included attachments are from 
Cerner Corporation and are intended only for the addressee. The information 
contained in this message is confidential and may constitute inside or 
non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
information is strictly prohibited and may be unlawful. If you are not the 
addressee, please promptly delete this message and notify the sender of the 
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Test (please ignore)

2008-05-13 Thread Mukbil, Saleh

 

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Re: ITSM 7, CMDB CI and Product Definitions

You know, you could always go to your management and tell them that the
I.T. in ITSM and ITIL stands for Information Technology, and
that there may be bigger risks involved in trying to make the ITSM suite
have all the functionality they need for non-I.T. related things.
Remedy is great for building applications in, many of which are not
related to I.T. functions.  ITSM is a different beast.



Shawn Pierson



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kevin Pulsen
Sent: Tuesday, May 13, 2008 12:22 PM
To: arslist@ARSLIST.ORG
Subject: Re: ITSM 7, CMDB CI and Product Definitions



**

Thanks Phil,

I wasn't being sardonic.

We have a non-IT support group that maintains non-IT related products
(light bulbs, etc) they do however use Remedy.

The point I have overlooked is that ITIL relies so much on IT only
products, that the ITSM suite really excludes all other non-IT
departments when the Service Desk is a single point of contact for ALL
issues.

It's going to be interesting to make other non-IT departments fit the
ITSM life cycle.

Thanks again,

Kevin P.



**

Kevin:

I'm not sure if you're just being sardonic, but in case you're not;
light bulbs would be bulk assets (as would any item that has no
distinguishing attributes within its class).

--Phil


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Re: Asset Admin license removals

H - well then I might recommend that you snoop around some of the
filters that fire on Modify from the CTM:People Permission Group form -
may be in the range of the CTM:PPG:UpdateGroupList filters.  See if you
can modify or figure out how to make those fire correctly to reset
values in the User form when you perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst 
Verizon Business 
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group
entries, but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can
look for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset
User and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the
addressee unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset
admin licenses they were previously assigned, and replace those with
Asset Viewers instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
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from Cerner Corporation and are intended only for the addressee. The
information contained in this message is confidential and may constitute
inside or non-public information under international, federal, or state
securities laws. Unauthorized forwarding, printing, copying,
distribution, or use of such information is strictly prohibited and may
be unlawful. If you are not the addressee, please promptly delete this
message and notify the sender of the delivery error by e-mail or you may
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Re: Asset Admin license removals

2008-05-13 Thread Drake,Dave

Awesome!  Thank you 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

H - well then I might recommend that you snoop around some of the filters 
that fire on Modify from the CTM:People Permission Group form - may be in the 
range of the CTM:PPG:UpdateGroupList filters.  See if you can modify or figure 
out how to make those fire correctly to reset values in the User form when you 
perform your update.
:)


Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the addressee 
unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 10:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Aye, I can use an escalation to modify the CTM:People Permission Group entries, 
but that doesn't seem to affect the User form records 

-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Decou, Candace M
Sent: Tuesday, May 13, 2008 11:46 AM
To: arslist@ARSLIST.ORG
Subject: Re: Asset Admin license removals

Dave - not sure if this is correct in your version, but in 7.1.0 you can look 
for the form called CTM:People Permission Groups

You should be able to query on that form where Permission Group = Asset User 
and then do a modify all to change those to Asset Viewer.

I'm guessing that in 7.0.1 it is something similar.
Hope this helps.
:)

Candace DeCou

DOI Remedy Systems Analyst
Verizon Business
Office:  (408) 371-1112

Email: [EMAIL PROTECTED] 

 

Verizon Business - global capability, personal accountability. 

This e-mail is strictly confidential and intended only for use by the addressee 
unless otherwise indicated


-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] 
On Behalf Of Drake,Dave
Sent: Tuesday, May 13, 2008 9:38 AM
To: arslist@ARSLIST.ORG
Subject: Asset Admin license removals

Hi all,
I've got about a thousand people records that I need to remove the asset admin 
licenses they were previously assigned, and replace those with Asset Viewers 
instead. Any pointers greatly appreciated! ;)

ARS 7.0.1 p002, ITSM 7.0.1 p003, CMDB 2.0.1 p002, SQL 2K, Win2K3 servers

Dave Drake, Remedy Admistrator, Cerner

--
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non-public information under international, federal, or state securities laws. 
Unauthorized forwarding, printing, copying, distribution, or use of such 
information is strictly prohibited and may be unlawful. If you are not the 
addressee, please promptly delete this message and notify the sender of the 
delivery error by e-mail or you may call Cerner's corporate offices in Kansas 
City, Missouri, U.S.A at (+1) (816)221-1024.


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Re: Import into HPD:HelpDesk ARS 6.3

Thanks for all your help and guidance on this, I'll try what you said
and see how it goes.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:49 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

Jamie,

Without knowing all of the ins and outs of your environment and exactly
what you are trying to do it's hard to say what the best route may be,
but if it were me, I would probably create a Display Only staging form
with just the fields that are being imported. I would have workflow that
executes On Merge to push the data from the staging form into the
HPD:HelpDesk form (as this will cause a submit and all workflow that
executes on submit will execute). There's many ways to skin this cat,
this is just one of them.

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Heinzel, Jamie
Sent: Tuesday, May 13, 2008 1:40 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

No this is going to be an ongoing process. I'm still trying to figure
out the best way to do it, so all options are on the table. I think it's
obvious from my posts that I'm fairly new to Remedy. This is part of a
larger automation project that I'm working on and scripted creation of
Remedy profiles and tickets are part of it.

 

Jamie

 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Scott Parrish
Sent: Tuesday, May 13, 2008 1:32 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

To Rick's point: The issue you are running into, I believe, is that none
of the filter workflow associated with generating a help desk ticket
executes on merge, therefore, the SHR:ConsolidatedList form isn't going
to be populated. If this is going to be an ongoing process you will need
to modify some of the out-of-the-box filter workflow. If it's a one-time
thing you could, conceivable, find a way to trigger the push OR export
what you have imported and import that export into the
SHR:ConsolidatedList.

 

 

Scott Parrish
IT Prophets, LLC
(770) 653-5203
www.itprophets.com 



From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook
Sent: Tuesday, May 13, 2008 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Import into HPD:HelpDesk ARS 6.3

 

** The support console is sourced in the SHR:ConsolidatedList form.  You
will need to look at the workflow that pushes to there when a Help Desk
record is created, and ensure that workflow fires when you import your
tickets.

Rick

On Tue, May 13, 2008 at 10:01 AM, Heinzel, Jamie [EMAIL PROTECTED]
wrote:

** 

I'm looking for some assistance in importing from a csv into
HPD:HelpDesk to create tickets as part of a batch process when a new
user is set up. I have the import working, but it doesn't seem that the
tickets are showing up in Remedy User. They show up if I do a search for
open tickets, but they aren't showing up in the support console for some
reason.

 

I can provide any additional information that is needed to help out.

 

If someone has done this before or if someone can point me in the right
direction it would be great.

 

Thanks in advance,

 

Jamie



This communication may contain confidential Protected Health
Information. This information is intended only for the use of the
individual or entity to which it is addressed. The authorized recipient
of this information is prohibited from disclosing this information to
any other party unless required to do so by law or regulation and is
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Populating CMDDB by discovery....how?

2008-05-13 Thread Richard Copits

I'm new to 7.x and have a test system that I'm building. I just finished

installing the integration engine. I've read sort of spotty references

to being able to do discovery of assets on a network. But, I have

found nothing in the manuals under discovery - or in the Master

Index. We have an SMS system that we use and if possible I'd like to

use that, but if there is a built-in discovery tool with Remedy I'd be

willing to try that instead - but if there is, where do I find it?

Alsoanyone who uses SMS as a data source.what are your

experiences with that way of populating the database?

 

Thanks!!

 


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Re: Populating CMDDB by discovery....how?

2008-05-13 Thread Roger Justice

No built in tool. If you go to 
http://developer.bmc.com/bmcdn/bmcdn/landing.jsf you can download the SMS 
integration that is free. THe manuals are included.

-Original Message-
From: Richard Copits [EMAIL PROTECTED]
To: arslist@ARSLIST.ORG
Sent: Tue, 13 May 2008 1:51 pm
Subject: Populating CMDDB by discoveryhow?

** 

I’m new to 7.x and have a test system that I’m building. I just finished

installing the integration engine. I’ve read sort of spotty references

to being able to do “discovery” of assets on a network. But, I have

found nothing in the manuals under “discovery” – or in the Master

Index. We have an SMS system that we use and if possible I’d like to

use that, but if there is a built-in discovery tool with Remedy I’d be

willing to try that instead – but if there is, where do I find it?

Also….anyone who uses SMS as a data source…..what are your

experiences with that way of populating the database?

Thanks!!

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Re: Asset Admin license removals