Re: Changing Login Name
Hi, RRR|LoginConv works even if you have Submitter-Mode-Locked. The reason is that the records are updated using ARMergeEntry(), which is how AR Import does it. This will leave Modified By and Date intact as well. Best Regards - Misi, RRR AB, http://rrr.se Matt yeah there are a few problems, like firstly changing the names in the User and People form, secondly the biggest issue is the Submitter field on all open tickets, we will need to change those, the Submitter field is locked on our servers, so have to get around that. I am really interested in Misi's solution and am going to look into it. Many thanks --- On Tue, 11/4/08, Matt Worsdell [EMAIL PROTECTED] wrote: From: Matt Worsdell [EMAIL PROTECTED] Subject: Re: Changing Login Name To: arslist@ARSLIST.ORG Date: Tuesday, November 4, 2008, 5:13 PM The obvious problem is that shafqatayaz becomes 123456 in the submitter field. You could use the Authentication Login Name reserved field to get round it. Matt Hi List Our AD is changing the way it stores the employee names, instead of a character based login name we are moving to a numeric based login id. As anyone implemented something like this before? If so, any gotcha's to look out for, any advice would be useful. We are on 7.01 ARS, Oracle 10 and ITSM 7 Many thanks Shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Login Name
Hi, I am using LoginConv and it works really fine for me! Best regards Janne -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: den 5 november 2008 09:20 To: arslist@ARSLIST.ORG Subject: Re: Changing Login Name Hi, RRR|LoginConv works even if you have Submitter-Mode-Locked. The reason is that the records are updated using ARMergeEntry(), which is how AR Import does it. This will leave Modified By and Date intact as well. Best Regards - Misi, RRR AB, http://rrr.se Matt yeah there are a few problems, like firstly changing the names in the User and People form, secondly the biggest issue is the Submitter field on all open tickets, we will need to change those, the Submitter field is locked on our servers, so have to get around that. I am really interested in Misi's solution and am going to look into it. Many thanks --- On Tue, 11/4/08, Matt Worsdell [EMAIL PROTECTED] wrote: From: Matt Worsdell [EMAIL PROTECTED] Subject: Re: Changing Login Name To: arslist@ARSLIST.ORG Date: Tuesday, November 4, 2008, 5:13 PM The obvious problem is that shafqatayaz becomes 123456 in the submitter field. You could use the Authentication Login Name reserved field to get round it. Matt Hi List Our AD is changing the way it stores the employee names, instead of a character based login name we are moving to a numeric based login id. As anyone implemented something like this before? If so, any gotcha's to look out for, any advice would be useful. We are on 7.01 ARS, Oracle 10 and ITSM 7 Many thanks Shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Robert02 Kern is out of the office.
I will be out of the office starting 05.11.2008 and will not return until 10.11.2008. Service Desk: Volker Keck Remedy Nafta: Janette Galvan-Diaz Remedy (SIMS) Categories and Groups Change Management: Janette Galvan-Diaz eMail to all available SIMS staff (global): [EMAIL PROTECTED] In important cases, you may reach me at my mobile: 0170 852 2515 Have a nice day, Robert ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Login Name
Took awhile to setup. I created filters using direct SQL statements to update all of the data tables we are using with the new login names. ARS 7.1/ITSM 7 Jason From: Janne Olsson [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, November 5, 2008 2:03:24 PM Subject: Re: Changing Login Name Hi, I am using LoginConv and it works really fine for me! Best regards Janne -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: den 5 november 2008 09:20 To: arslist@ARSLIST.ORG Subject: Re: Changing Login Name Hi, RRR|LoginConv works even if you have Submitter-Mode-Locked. The reason is that the records are updated using ARMergeEntry(), which is how AR Import does it. This will leave Modified By and Date intact as well. Best Regards - Misi, RRR AB, http://rrr.se Matt yeah there are a few problems, like firstly changing the names in the User and People form, secondly the biggest issue is the Submitter field on all open tickets, we will need to change those, the Submitter field is locked on our servers, so have to get around that. I am really interested in Misi's solution and am going to look into it. Many thanks --- On Tue, 11/4/08, Matt Worsdell [EMAIL PROTECTED] wrote: From: Matt Worsdell [EMAIL PROTECTED] Subject: Re: Changing Login Name To: arslist@ARSLIST.ORG Date: Tuesday, November 4, 2008, 5:13 PM The obvious problem is that shafqatayaz becomes 123456 in the submitter field. You could use the Authentication Login Name reserved field to get round it. Matt Hi List Our AD is changing the way it stores the employee names, instead of a character based login name we are moving to a numeric based login id. As anyone implemented something like this before? If so, any gotcha's to look out for, any advice would be useful. We are on 7.01 ARS, Oracle 10 and ITSM 7 Many thanks Shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Query question (UNCLASSIFIED)
Classification: UNCLASSIFIED Caveats: NONE Hi all, Hopefully this is simple, but I'm trying to query 5 oldest open tickets in my queue. I know I can query all my open tickets and sort on the Create Date to get the top 5 oldest tickets but I only want 5 oldest open tickets returned in the results panel. I have this in the advanced search bar: 'Assigned To Group+' = Remedy AND 'Status*' Resolved AND ? Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: RSP 7.X?
All, Based on the information on the BMC/Remedy Education web site, RSP and even RAC are changing. RSP is now a closed book exam with True/False, Multiple Response, Multiple Choice questions. The exam is administered at the end of the Application Requirements Analysis, Design and Development course. From the web site (http://www.bmc.com/BMC/Common/CDA/hou_Page_Detail/0,3464,11629550_11650863_89788539,00.html): BMC Educational Services is pleased to offer the BMC Remedy AR System Skilled Professional certification for BMC Remedy AR System v7. This certification validates BMC Remedy AR System proficiency by testing candidate skills through an intensive online examination proctored at a BMC Training facility. The BMC Remedy AR System Skilled Professional certification replaces both the previous Remedy Approved Consultant (RAC) and Remedy Skilled Professional (RSP) programs. Consistent with market demand, consultant based certifications for the AR System will be focused at the ITSM level. No further instances of the current RAC or RSP certification exams will be offered. Those who currently hold these titles in good standing for v7 are automatically welcomed as BMC Remedy AR System Skilled Professionals. Those who hold a RAC or RSP certification for v6.x should refer to the migration path outlined below. AR System Skilled Professionals are an elite group of experts who have proven their comprehensive understanding of the AR System. Obtaining this certification gives you access to a host of privileges, allowing you to publicize your accomplishments, continue your education, and contribute to the education and certification programs you leverage. Certified BMC Remedy AR System Skilled Professionals enjoy the following benefits: A Certified BMC Remedy AR System Skilled Professional logo A Certified BMC Remedy AR System Skilled Professional commemoration item A 15% discount on the Pre-Conference Tutorials at BMC UserWorld, for a 1 year period after attaining certification A 15% discount on regular BMC Educational Services courses, for a 1 year period after attaining certification Consideration for beta class attendance Subscription to the BMC Educational Services newsletter Participation in Educational Services focus groups and invitation only events Note: The benefits package associated with this certification replaces any benefits offered through the previous RAC or RSP programs. Dave From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mark Sent: Tuesday, November 04, 2008 1:35 PM To: arslist@ARSLIST.ORG Subject: Re: RSP 7.X? ** Not so much difficult technically, it really just helps to round out your 'consulting' skills. All about how to best conduct the full life cycle of the software development process. Back when I took them, The RADD class was basically a shorter version of the RAC class. Mark Mark Blankenship [EMAIL PROTECTED]blocked::mailto:[EMAIL PROTECTED] http://www.linkedin.com/in/blankenshipmgblocked::http://www.linkedin.com/in/blankenshipmg From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Kemes, Lisa Sent: Tuesday, November 04, 2008 12:21 PM To: arslist@ARSLIST.ORG Subject: RSP 7.X? ** I'm thinking about taking the BMC Remedy AR System 7.x: Application Requirements Analysis, Design Development class and getting my RSP certification. If anyone has taken it, what's the level of difficulty in your opinion? I was going to take it in March, but at the end of 2008, simply taking the What's New in 7.x is not going to be good enough anymore. Here's what I've taken so far: BMC Remedy AR System 6.x: Administering - Part 1 (WBT) BMC Remedy AR System 6.x: Administering - Part 2 BMC Remedy AR System 6.x: Administering - Part 3 BMC Remedy AR System 7.x: Performance Tuning and Troubleshooting If I take Remedy AR System 7.x: Application Requirements Analysis, Design Development and take the test before 2008, I'll only have to take the What's New in 7.x WBT (which I think I already took) After 2008, you have to either take 7.x Part 1, 2, and 3, or take an equivalency exam for Part 1 and 2 (and still take the class for Part 3) for 7.x. So now I'm going to have to take this class in December and I was hoping for a nice holiday with no studying, but I guess that's not going to be. When studying for this exam, are the books the main resource? Thanks everyone! Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-810-2124 fax [EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the
Re: Query question (UNCLASSIFIED)
I don't believe there is a way to control how many results are returned by a single query. The only way that you can limit number of results is through Tools - Options and adjust the setting there, but that will affect all queries. Thanks, Gary -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Nguyen, AnhThien Mr CTR NG NGB ARNG Sent: Wednesday, November 05, 2008 8:10 AM To: arslist@ARSLIST.ORG Subject: Query question (UNCLASSIFIED) Classification: UNCLASSIFIED Caveats: NONE Hi all, Hopefully this is simple, but I'm trying to query 5 oldest open tickets in my queue. I know I can query all my open tickets and sort on the Create Date to get the top 5 oldest tickets but I only want 5 oldest open tickets returned in the results panel. I have this in the advanced search bar: 'Assigned To Group+' = Remedy AND 'Status*' Resolved AND ? Classification: UNCLASSIFIED Caveats: NONE ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Contract Blog
Pardon me if this doesn't concern you. Tim Button here. I, like many of you get bombarded throughout the day with calls and emails for project work throughout the country. I have been on several long-term projects for the past 3 years and it looks to be a while longer. The Remedy circles I run in get smaller and smaller so I don't even have anyone left to refer these out to. So, I created the following site: http://remedyreferral.blogspot.com/ This is basically a place where I will list requirements for available projects that come my way that I can't work. Because I have been doing this for 12-13 years I get a lot of direct calls for projects off the grid. So, keep the site in mind if you have a need for new work, or better work. Thanks, Tim Button http://remedyreferral.blogspot.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Creating an Automated Email System
Hello All, Thank you for answering and the inputs have been helpful to me. I have question regarding to the e-mail attachments, how would I send the attachments to the data form? Thanks! Manjari R. Shrestha Junior Programmer Analyst SAIC 12530 Parklawn Drive, Suite 350 Rockville, MD 20852 Office: (301) 998-7364 [EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of VanSickle, James W Sent: Thursday, October 30, 2008 11:00 AM To: arslist@ARSLIST.ORG Subject: Re: Creating an Automated Email System I just wanted to add something to the previous suggestion. 4. Create a control form to hold configuration data on how to process incoming mail. The benefit is that items such as group assignment, categories, and priority can be updated through data changes rather than updating workflow itself. The control form allows you to not have to worry about development, testing, approvals, and all the other rigors required when following a normal Release cycle for Form and Workflow changes. A developer at a previous company I worked at did something like this for multiple incoming email accounts. The system was setup for a variety of support groups so they (or automated systems) could open tickets by email. Workflow was also configured to recognize forwarded messages, and setup the ticket's requester as the original sender rather than the individual forwarding the message. This proved very handy for the emails we would get from users who email the developers directly about their problems rather than calling the Help Desk. Hope this helps, James Van Sickle Remedy Developer Office: 972-409-4902 Mobile: 214-399-1254 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Mahesh Chandra Sent: Wednesday, October 29, 2008 10:09 PM To: arslist@ARSLIST.ORG Subject: Re: [ARSLIST] Creating an Automated Email System ** My 2 cents to update an existing ticket from incoming emails. 1. Create a Staging Form that will have all the Incoming Emails. This staging form will have fields - Subject, Message, Incident ID, Task ID, and Service Request ID etc 2. Create Filter(s) that fires on submit with a Run If qualification(s) of INC0% or REQ0% or WO0% or TAS0% or CRQ% parse the respective number (using functions STRSTR, LTRIM, SUBSTR) and set it into the corresponding field. 3. Then, push it to the corresponding work log. This assumes that * The Subject Line of the email will contain Incident/Request/Work Order/Task ID. * It is an ITSM 7 environment. Thanks Mahesh On Wed, Oct 29, 2008 at 7:05 AM, Shrestha, Manjari R. [EMAIL PROTECTED] wrote: ** Hello List, I need some inputs on creating an Automated E-mail application where a Customer sends an ordinary e-mail to an inbox which will be submitted to the ARS Inbox. I am planning to have all the e-mails from this inbox get submitted to a holding form where I can have choice of creating a new ticket, add to existing ticket or deleting the e-mail. I am planning on having a filter fire when a new E-mail arrives so it gets submitted to the Email Holding form where agents can take further actions on the email. Any input will be much appreciated. Thanks! Manjari R. Shrestha Junior Programmer Analyst SAIC 12530 Parklawn Drive, Suite 350 Rockville, MD 20852 Office: (301) 998-7364 [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] __Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ The sender of this e-mail is a contractor to Commercial Metals Company or subsidiaries (collectively CMC). The sender is not an employee of CMC and has no authority, express or implied, to bind CMC to any transaction or contract. CMC allows contractors to utilize this email address extension only in the course of providing services specifically covered by the terms of their engagement. No other use is authorized. CMC expressly disclaims liability for any unauthorized use. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade to 7.1 user tool question...
They will be saved in files in the User's home directory (In the user tool do
Tools - Account - the Users button). Here is a partial listing of the file
types used:
{Form}.arf form definition file
{Form}.arv form view file
{Macro}.arq saved macro (in the ARCmds directory)
{Login}_{type}.srh recent and saved search info
{Login}_{type}.dat favorite and alias schemas info
???.arm import mapping file (I don't have any of these)
i.e. The User's (JSmith) saved searches will be in JSmith_saved.dat and the
recent searches will be in JSmith_recent.dat
The 7.1 upgrade should not lose any of their files. What may have happened is
when you uninstalled the 5.1 User tool it deleted the Home directory. The 6.3
uninstall asks you if you wish to delete the directory and its files so you can
answer No. When installing the 7.1 user tool specify the same Home directory
as they currently have.
Fred
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Richard Copits
Sent: Wednesday, November 05, 2008 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade to 7.1 user tool question...
We're pretty much done with our basic installation and now want to have some
users test our 7.1 ITSM system. However, I'm not entirely comfortable with
putting the user tool on desktops.
We have users who are using the 6.x system and have stored searches and macros.
I don't want to hammer/lose those with this upgrade. We did an upgrade a while
ago from 5.x to 6.x and lost them and don't want to repeat that. Where are
stored
searches, etc. normally stored on a users system - and - if we upgrade users to
the
7.x client software will it cause them to lose their saved searches/macros?
Thank you for any information or references where I can find out more about
this.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Upgrade to 7.1 user tool question...
We're pretty much done with our basic installation and now want to have some users test our 7.1 ITSM system. However, I'm not entirely comfortable with putting the user tool on desktops. We have users who are using the 6.x system and have stored searches and macros. I don't want to hammer/lose those with this upgrade. We did an upgrade a while ago from 5.x to 6.x and lost them and don't want to repeat that. Where are stored searches, etc. normally stored on a users system - and - if we upgrade users to the 7.x client software will it cause them to lose their saved searches/macros? Thank you for any information or references where I can find out more about this. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Login Name
Hi, RRR|LoginConv will do everything. You do not need to set anything up. If you are converting all your users, it will take a lot of time to run RRR|LoginConv though. In that case, you should prioritize your forms, and run the important forms first. I guess that among the highest priority would be User, People and the AR System User Preference form. Best Regards - Misi, RRR AB, http://www.rrr.se Products from RRR Scandinavia: * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. * RRR|Translator - Manage and automate your language translations. Find these products, and many free tools and utilities, at http://rrr.se. Took awhile to setup. I created filters using direct SQL statements to update all of the data tables we are using with the new login names. ARS 7.1/ITSM 7 Jason From: Janne Olsson [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, November 5, 2008 2:03:24 PM Subject: Re: Changing Login Name Hi, I am using LoginConv and it works really fine for me! Best regards Janne -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Misi Mladoniczky Sent: den 5 november 2008 09:20 To: arslist@ARSLIST.ORG Subject: Re: Changing Login Name Hi, RRR|LoginConv works even if you have Submitter-Mode-Locked. The reason is that the records are updated using ARMergeEntry(), which is how AR Import does it. This will leave Modified By and Date intact as well. Best Regards - Misi, RRR AB, http://rrr.se Matt yeah there are a few problems, like firstly changing the names in the User and People form, secondly the biggest issue is the Submitter field on all open tickets, we will need to change those, the Submitter field is locked on our servers, so have to get around that. I am really interested in Misi's solution and am going to look into it. Many thanks --- On Tue, 11/4/08, Matt Worsdell [EMAIL PROTECTED] wrote: From: Matt Worsdell [EMAIL PROTECTED] Subject: Re: Changing Login Name To: arslist@ARSLIST.ORG Date: Tuesday, November 4, 2008, 5:13 PM The obvious problem is that shafqatayaz becomes 123456 in the submitter field. You could use the Authentication Login Name reserved field to get round it. Matt Hi List Our AD is changing the way it stores the employee names, instead of a character based login name we are moving to a numeric based login id. As anyone implemented something like this before? If so, any gotcha's to look out for, any advice would be useful. We are on 7.01 ARS, Oracle 10 and ITSM 7 Many thanks Shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade to 7.1 user tool question...
Thank you! This is exactly what I needed to know
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 05, 2008 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade to 7.1 user tool question...
They will be saved in files in the User's home directory (In the user tool do
Tools - Account - the Users button). Here is a partial listing of the file
types used:
{Form}.arf form definition file
{Form}.arv form view file
{Macro}.arq saved macro (in the ARCmds directory)
{Login}_{type}.srh recent and saved search info
{Login}_{type}.dat favorite and alias schemas info
???.arm import mapping file (I don't have any of these)
i.e. The User's (JSmith) saved searches will be in JSmith_saved.dat and the
recent searches will be in JSmith_recent.dat
The 7.1 upgrade should not lose any of their files. What may have happened is
when you uninstalled the 5.1 User tool it deleted the Home directory. The 6.3
uninstall asks you if you wish to delete the directory and its files so you can
answer No. When installing the 7.1 user tool specify the same Home directory
as they currently have.
Fred
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Richard Copits
Sent: Wednesday, November 05, 2008 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade to 7.1 user tool question...
We're pretty much done with our basic installation and now want to have some
users test our 7.1 ITSM system. However, I'm not entirely comfortable with
putting the user tool on desktops.
We have users who are using the 6.x system and have stored searches and macros.
I don't want to hammer/lose those with this upgrade. We did an upgrade a while
ago from 5.x to 6.x and lost them and don't want to repeat that. Where are
stored
searches, etc. normally stored on a users system - and - if we upgrade users to
the
7.x client software will it cause them to lose their saved searches/macros?
Thank you for any information or references where I can find out more about
this.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Portions of this message may be confidential under an exemption to Ohio's
public records law or under a legal privilege. If you have received this
message in error or due to an unauthorized transmission or interception, please
delete all copies from your system without disclosing, copying, or transmitting
this message.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade to 7.1 user tool question...
Richard,
Over the years different versions of the desktop client pointed to a different
directory. Some pointed to a directory under the root C:\ directory and others
under C:\Program Files. Even these had some variation for the default.
Additionally users could point the install to custom directories.
The key is to answer no to the delete directory question during the uninstall.
Then during the install set the home directory to the previous location.
What we have done in the past is to make a copy of the Home directory and
files, perform the install using the current default settings and then copy the
old home directory to the new default if they are different.
Dave
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 05, 2008 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade to 7.1 user tool question...
They will be saved in files in the User's home directory (In the user tool do
Tools - Account - the Users button). Here is a partial listing of the file
types used:
{Form}.arf form definition file
{Form}.arv form view file
{Macro}.arq saved macro (in the ARCmds directory)
{Login}_{type}.srh recent and saved search info
{Login}_{type}.dat favorite and alias schemas info
???.arm import mapping file (I don't have any of these)
i.e. The User's (JSmith) saved searches will be in JSmith_saved.dat and the
recent searches will be in JSmith_recent.dat
The 7.1 upgrade should not lose any of their files. What may have happened is
when you uninstalled the 5.1 User tool it deleted the Home directory. The 6.3
uninstall asks you if you wish to delete the directory and its files so you can
answer No. When installing the 7.1 user tool specify the same Home directory
as they currently have.
Fred
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Richard Copits
Sent: Wednesday, November 05, 2008 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade to 7.1 user tool question...
We're pretty much done with our basic installation and now want to have some
users test our 7.1 ITSM system. However, I'm not entirely comfortable with
putting the user tool on desktops.
We have users who are using the 6.x system and have stored searches and macros.
I don't want to hammer/lose those with this upgrade. We did an upgrade a while
ago from 5.x to 6.x and lost them and don't want to repeat that. Where are
stored
searches, etc. normally stored on a users system - and - if we upgrade users to
the
7.x client software will it cause them to lose their saved searches/macros?
Thank you for any information or references where I can find out more about
this.
___
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mid-tier Service Unavailable
I did a simple install on a windows2003 server of 7.1 patch 5 and Tomcat (IIS as the web server). When I try to get to the config.sys page I get Service Unavailable. This looks like it could be permissions, but where? Any other causes (I have tried searching ARSlist and following old Advice from 6.3, BMC knowledge base etc.). ? Thanks ... Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: mid-tier Service Unavailable
We used these steps when we encountered the same problem on 7.1 patch 3: 1. Make sure you can browse localhost; if you can't, check: a. the c:\windows\system32\drivers\etc\hosts file to make sure it has an entry with the server's IP/localhost b. under IIS Admin/web site/ISAPI Filters, make sure Jakarta redirector is up c. if it becomes necessary to test the status of IIS, you can enable port 8080 and use Tomcat to check localhost (this effectively bypasses IIS); edit the server.xml file under D:\Program Files\Apache Software Foundation\Tomcat-5.5.17\conf as follows and then restart Tomcat: !-- Define a non-SSL HTTP/1.1 Connector on port 8080 -- !---comment out port 8080-- Connector port=8080 maxHttpHeaderSize=8192 URIEncoding=UTF-8 maxThreads=150 minSpareThreads=25 maxSpareThreads=75 enableLookups=false redirectPort=8443 acceptCount=100 connectionTimeout=2 disableUploadTimeout=true / !--end comment out port 8080 -- -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: Wednesday, November 05, 2008 7:51 AM To: arslist@ARSLIST.ORG Subject: mid-tier Service Unavailable I did a simple install on a windows2003 server of 7.1 patch 5 and Tomcat (IIS as the web server). When I try to get to the config.sys page I get Service Unavailable. This looks like it could be permissions, but where? Any other causes (I have tried searching ARSlist and following old Advice from 6.3, BMC knowledge base etc.). ? Thanks ... Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Service Targets Import
Hi All, I'm wondering is there any way that I can easily import Service Targets in SLM? I know about the Import/Export functionality, but what if I have to start from scratch and have to import over a 1000 records? Any ideas will be much appreciated. Regards, Ismail ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: mid-tier Service Unavailable Resolved
Turned out the event log showed that I was loading the 64 bit instead Of 32 bit version of asp.net, so followed the Microsoft instructions, And presto fixed. (yes I had looked there, noticed later messages not that one, sigh). ... Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Daniel Bloom Sent: November 5, 2008 10:51 AM To: arslist@ARSLIST.ORG Subject: mid-tier Service Unavailable I did a simple install on a windows2003 server of 7.1 patch 5 and Tomcat (IIS as the web server). When I try to get to the config.sys page I get Service Unavailable. This looks like it could be permissions, but where? Any other causes (I have tried searching ARSlist and following old Advice from 6.3, BMC knowledge base etc.). ? Thanks ... Daniel ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Changing Login Name
Awesome!! thanks Misi --- On Wed, 11/5/08, Misi Mladoniczky [EMAIL PROTECTED] wrote: From: Misi Mladoniczky [EMAIL PROTECTED] Subject: Re: Changing Login Name To: arslist@ARSLIST.ORG Date: Wednesday, November 5, 2008, 8:20 AM Hi, RRR|LoginConv works even if you have Submitter-Mode-Locked. The reason is that the records are updated using ARMergeEntry(), which is how AR Import does it. This will leave Modified By and Date intact as well. Best Regards - Misi, RRR AB, http://rrr.se Matt yeah there are a few problems, like firstly changing the names in the User and People form, secondly the biggest issue is the Submitter field on all open tickets, we will need to change those, the Submitter field is locked on our servers, so have to get around that. I am really interested in Misi's solution and am going to look into it. Many thanks --- On Tue, 11/4/08, Matt Worsdell [EMAIL PROTECTED] wrote: From: Matt Worsdell [EMAIL PROTECTED] Subject: Re: Changing Login Name To: arslist@ARSLIST.ORG Date: Tuesday, November 4, 2008, 5:13 PM The obvious problem is that shafqatayaz becomes 123456 in the submitter field. You could use the Authentication Login Name reserved field to get round it. Matt Hi List Our AD is changing the way it stores the employee names, instead of a character based login name we are moving to a numeric based login id. As anyone implemented something like this before? If so, any gotcha's to look out for, any advice would be useful. We are on 7.01 ARS, Oracle 10 and ITSM 7 Many thanks Shafqat ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: REMEDY.ARF.CAI Error Message when Creating Request
I just thought I would share this with everyone, since I solved the problem myself (the check is in the mail). It was a .dll issue caieventcmd.dll from the latest Change Management (7.0.3 Patch 008) install has a date of 7/28/08 10:06 AM The root problem is the ar.cfg line: Plugin: D:\Program Files\AR System Applications\server name\BMC Remedy Change Management\bin\caieventcmd.dll I renamed the new to a backup and copied caieventcmd.dll from the Incident Management directory. The date of the old was 11/23/07 10:59 AM I no longer get the ARERR (8760) or the ARERR (8755) errors. I don't know if this has to do with our environment or what, but the older .dll did resolve the problem. We are a Windows 2003 Server environment, but we have not upgraded to Java 6 (due to other problems). I don't know what is in this .dll, but perhaps it only works with Java 5 and we need to upgrade to get it to work with the 7/28/08 copy. Just thought I'd share this so that if you see this, it will be in the ARSLIST Knowledgebase. Gordon M. Frank Remedy Skilled Professional ITIL V3 Certified Lockheed Martin From: Frank, Gordon M. (CMS/CTR) Sent: Thursday, October 30, 2008 7:40 AM To: arslist@ARSLIST.ORG Cc: Frank, Gordon M. (CMS/CTR) Subject: RE: REMEDY.ARF.CAI Error Message when Creating Request I am also having this problem. It usually comes back with ARERR 8760 or ARERR 8755 Has anyone seen this before? Gordon M. Frank Remedy Skilled Professional ITIL V3 Certified Lockheed Martin From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Abdullah Baytops Sent: Wednesday, October 29, 2008 1:20 PM To: arslist@ARSLIST.ORG Subject: REMEDY.ARF.CAI Error Message when Creating Request Hello Listers I am receiving the following error when trying to create ticket from the Requester screen we are receiving the following message: The specified plug-in does not exist: REMEDY.ARF.CAI Below you will see some of my ar.cfg file: ( Any insight would be appreciated) Plugin: C:\Program Files\AR System Applications\(SERVERNAME)\BMC Remedy Change Management\bin\caieventcmd.dll Plugin: C:\Program Files\AR System Applications\(SERVERNAME)\BMC Remedy Change Management\bin\ardbcQuery.dll Plugin-Path: C:\Program Files\AR System Applications\(SERVERNAME)\BMC Atrium CMDB\server\bin Plugin: C:\Program Files\AR System Applications\(SERVERNAME)\BMC Remedy Change Management\bin\arfcbdata.dll Plugin: C:\Program Files\AR System Applications\(SERVERNAME)\BMC Remedy Incident Management\bin\caieventcmd.dll AE-Trace: ON AE-Trace-File: C:\Program Files\AR System\(SERVERNAME)\Arserver\Db\AeTrace.log AE-Log-File: C:\Program Files\AR System\(SERVERNAME)\Arserver\Db\ae.log AE-Log: ON CMDB-Install-Directory: C:\Program Files\AR System Applications\(SERVERNAME)\BMC Atrium CMDB Application-Enable: T Plugin: arapprove.dll Private-RPC-Socket: 390635 2 2 Private-RPC-Socket: 390620 2 2 Private-RPC-Socket: 390603 1 1 Private-RPC-Socket: 390601 1 1 Full-Text-Temp-Directory: C:\Documents and Settings\Local Settings\Temp Full-Text-Collection-Directory: C:\Program Files\Hummingbird\SearchServer60\fultext Full-Text-Configuration-Directory: C:\Program Files\Hummingbird\SearchServer60\fultext Plugin: arealdap.dll Plugin: ardbcldap.dll Plugin: ardbcconf.dll Plugin: FlashboardObject.dll Plugin: ServerAdmin.dll Plugin: reportplugin.dll Plugin: caieventcmd.dll Register-With-Portmapper: T Server-Name: (SERVERNAME) Db-Character-Set: UTF-16 Sybase-Server-Name: (SERVERNAME) Currency-Ratio-Client-Refresh-Interval: 60 Multiple-ARSystem-Servers: F Server-directory: C:\Program Files\AR System\(SERVERNAME)\Arserver\Db __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question on Active Link for Work Log from Helpdesk
Hi, We are running 7.0.1 patch 2 on Windows with SQL 2000. I am trying to understand the process around viewing a worklog on the Helpdesk form. Basically the Active Link does the following: HPD:INC:DetailWorkLog_101_BoundCount Open on Helpdesk Form with selection of View button: Set z1D Integer06 = $Communication Type$ Set Inbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Set zID Integer06 = $Communication Type$ Set Outbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Push Fields: Back to Incident updates fields: Outbound = $Outbound$ Inbound = $Inbound$ So everytime someone selects Cancel on the WorkLog, the Incident is updated. This is out of the box AL, does anyone know why this is being used in this way. I can see on save, but not on cancel. I am thinking I will need to rewrite this to happen on the worklog instead when Save is selected. Just looking for a little understanding on what this Inbound and Outbound count might be used for. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Question About Menus in the MidTier
I have a menu attached to a character field. It displays two fields (Business Unit and Description) and returns a third field for the value. This works OK in the User tool. The menu is displayed showing all the Business Units with a plus sign to expand individual Business Unit choices. On the Mid Tier the menu does not behave properly. It shows all the Business Units but as I mouse over them it then shows the next level - all the Descriptions. The problem is that some of the Business Units have quite a few Descriptions listed under them. When they are displayed it hides the menu underneath it. Is there any way to get the menu to act like it does in the User tool? I am on ARS and Mid Tier 7.1. Thanks Brian Sokol Manager, Desktop Services Scholastic Inc. 557 Broadway NY, NY 10012 (212) 343-6494 http://www.Scholastic.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Question on Active Link for Work Log from Helpdesk
Hi Tim, Here's my best guess: I think the confusion here comes from the button itself. The button is labeled close and not cancel, so it doesn't cancel an entry. The purpose of it firing on close is so it can recalculate the number of inbound/outbound entries. For instance, if a user hits view and changes the work info type, it may switch whether it counts for inbound/outbound and then the app has to recalculate the count. It still doesn't make a lot of sense but ITSM doesn't always do a good job of that either. -Matt Matthew C. Gayford Application Developer Applied Technology Researcher University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau Sent: Wednesday, November 05, 2008 1:37 PM To: arslist@ARSLIST.ORG Subject: Question on Active Link for Work Log from Helpdesk Hi, We are running 7.0.1 patch 2 on Windows with SQL 2000. I am trying to understand the process around viewing a worklog on the Helpdesk form. Basically the Active Link does the following: HPD:INC:DetailWorkLog_101_BoundCount Open on Helpdesk Form with selection of View button: Set z1D Integer06 = $Communication Type$ Set Inbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Set zID Integer06 = $Communication Type$ Set Outbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Push Fields: Back to Incident updates fields: Outbound = $Outbound$ Inbound = $Inbound$ So everytime someone selects Cancel on the WorkLog, the Incident is updated. This is out of the box AL, does anyone know why this is being used in this way. I can see on save, but not on cancel. I am thinking I will need to rewrite this to happen on the worklog instead when Save is selected. Just looking for a little understanding on what this Inbound and Outbound count might be used for. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Reassignment clobbers status
Hi We are upgrading to ITSM 7 from 6.3. Our current service desk installation and business process makes much use of incident reassignment across change of shift as well as escalation through tier 2/tier 3 etc. We're kind of using assignment as a tool to help incident management as well as recitification. This allows us to contact our office hours customers within the SLA by batching calls up for service desk staff. Changing this mode of operation would be a big problem for us. What we are seeing is that reassignment resets the incident status to Assigned. We would like the incident status preserved across reassignment; particularly we need to preserve Pending codes. Has anybody tried to change this behaviour? Any ideas , insights or pitfalls? Thanks Martin *CONFIDENTIALITY NOTICE* This electronic message transmission contains information which may be confidential. If you are not the intended recipient, be aware that any disclosure, copying, distribution or other use of the content of this information is prohibited. If you have received this communication in error, please notify the sender immediately by e-mail and delete the original message. Northrop Grumman Information Technology Limited is a company registered in England with No.4652708. Registered Office Stratford Road, Solihull B90 4ZS. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Reassignment clobbers status
One pitfall is the fact that the system wants to ensure that a Assignee is set when the ticket is in Pending or In Progress status. If you preserve the status and allow the user to reassign, the system will also have an issue if they dont have the Assignee filled in (or it should for that matter). Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Leyden, Martin Sent: Wednesday, November 05, 2008 1:57 PM To: arslist@ARSLIST.ORG Subject: Reassignment clobbers status ** Hi We are upgrading to ITSM 7 from 6.3. Our current service desk installation and business process makes much use of incident reassignment across change of shift as well as escalation through tier 2/tier 3 etc. We're kind of using assignment as a tool to help incident management as well as recitification. This allows us to contact our office hours customers within the SLA by batching calls up for service desk staff. Changing this mode of operation would be a big problem for us. What we are seeing is that reassignment resets the incident status to Assigned. We would like the incident status preserved across reassignment; particularly we need to preserve Pending codes. Has anybody tried to change this behaviour? Any ideas , insights or pitfalls? Thanks Martin *CONFIDENTIALITY NOTICE* This electronic message transmission contains information which may be confidential. If you are not the intended recipient, be aware that any disclosure, copying, distribution or other use of the content of this information is prohibited. If you have received this communication in error, please notify the sender immediately by e‑mail and delete the original message. Northrop Grumman Information Technology Limited is a company registered in England with No.4652708. Registered Office Stratford Road, Solihull B90 4ZS. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ Please consider the environment before printing this e-mail.
Re: Question on Active Link for Work Log from Helpdesk
Matt, Thanks, I misspoke this happens when opening selecting the view button on the Helpdesk form, this AL fires. The close does nothing, it is after the fact. I would think you would want to do this on the worklog side after hitting save. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gayford, Matthew C. Sent: Wednesday, November 05, 2008 2:01 PM To: arslist@ARSLIST.ORG Subject: Re: Question on Active Link for Work Log from Helpdesk Hi Tim, Here's my best guess: I think the confusion here comes from the button itself. The button is labeled close and not cancel, so it doesn't cancel an entry. The purpose of it firing on close is so it can recalculate the number of inbound/outbound entries. For instance, if a user hits view and changes the work info type, it may switch whether it counts for inbound/outbound and then the app has to recalculate the count. It still doesn't make a lot of sense but ITSM doesn't always do a good job of that either. -Matt Matthew C. Gayford Application Developer Applied Technology Researcher University of North Carolina Wilmington (910) 962-7177 -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Timothy Rondeau Sent: Wednesday, November 05, 2008 1:37 PM To: arslist@ARSLIST.ORG Subject: Question on Active Link for Work Log from Helpdesk Hi, We are running 7.0.1 patch 2 on Windows with SQL 2000. I am trying to understand the process around viewing a worklog on the Helpdesk form. Basically the Active Link does the following: HPD:INC:DetailWorkLog_101_BoundCount Open on Helpdesk Form with selection of View button: Set z1D Integer06 = $Communication Type$ Set Inbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Set zID Integer06 = $Communication Type$ Set Outbound = $LASTCOUNT$ Set zID Integer06 = $NULL$ Push Fields: Back to Incident updates fields: Outbound = $Outbound$ Inbound = $Inbound$ So everytime someone selects Cancel on the WorkLog, the Incident is updated. This is out of the box AL, does anyone know why this is being used in this way. I can see on save, but not on cancel. I am thinking I will need to rewrite this to happen on the worklog instead when Save is selected. Just looking for a little understanding on what this Inbound and Outbound count might be used for. Thanks Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Date Time Question
Hey list! I was wondering if anyone out there is using reporting services or direct SQL to report out of the ARSYstem database. If so, how are you dealing with the date conversion and daylight savings time? I'm using the following to convert the date time (i'm in the PST time zone) dateadd(ss, (convert(int, b.T4))+(3600*-8), '01-01-1970 00:00:00') So during the summer I do (3600*-7) but then for daylight savings I have to go -8. Thanks! Eli The contents of this message, together with any attachments, are intended only for the use of the individual or entity to which they are addressed and may contain information that is legally privileged, confidential or otherwise exempt from disclosure. If you are not the intended recipient, you are prohibited from disseminating, distributing, or copying this message or any attachment. If you have received this message by mistake, please let the sender know by email reply and immediately delete this message, along with any attachments, from your system. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SRM 2.2 Warning
Hello List, Did anyone faced this warning while opning Request entry console in Service Request Managemant. Logged in user not recognized. Contact your Service Request Management administrator. Now closing Request Entry. (ARWARN 150109) Can anyone suggest what is the meaning of this Warining.. User having SRM Admin previlages too... we rcently upgraded SRM 2.0 to 2.2 Regards, Vyas. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Date Time Question
We are using functions that from a reply Thomas Bean posted to the ARS Llist on 10/2/07 with the subject Convert Date in to timestamp in remedy. These function take into account DST. They are setup for CST but easily modified for PST (same as us). Let me know if you would like me to forward the email to you. Jason On Wed, Nov 5, 2008 at 1:19 PM, Eli Schilling [EMAIL PROTECTED]wrote: ** Hey list! I was wondering if anyone out there is using reporting services or direct SQL to report out of the ARSYstem database. If so, how are you dealing with the date conversion and daylight savings time? I'm using the following to convert the date time (i'm in the PST time zone) dateadd(ss, (convert(int, b.T4))+(3600*-8), '01-01-1970 00:00:00') So during the summer I do (3600*-7) but then for daylight savings I have to go -8. Thanks! Eli The contents of this message, together with any attachments, are intended only for the use of the individual or entity to which they are addressed and may contain information that is legally privileged, confidential or otherwise exempt from disclosure. If you are not the intended recipient, you are prohibited from disseminating, distributing, or copying this message or any attachment. If you have received this message by mistake, please let the sender know by email reply and immediately delete this message, along with any attachments, from your system. Thank you. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=truehttp://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
SQL Log question
I'm wondering how I should read this sql log. Can someone help me out? /* Wed Nov 05 2008 15:01:47.4860 */SELECT helpText,changeDiary,objProp,owner,lastChanged FROM arschema WHERE (schemaId = 973) /* Wed Nov 05 2008 15:01:47.4860 */OK /* Wed Nov 05 2008 15:01:56.6300 */SELECT name, actlinkId, alOrder, executeMask, controlfieldId FROM actlink WHERE actlinkId IN(3556,3557,3558,3559,3560,3561,3562,3563,3941,3942,3943,3944,3945,3957,3958,3959,3960,3961,3962,3963,3964,3965,3966,3967,3968,3969,3970,3971,3972,3973,3974,3975,3977,3979,3980,3981,3982,3984,7880,7891,7893,7894,7952,7953,7954,7955,7956,7957,7958,7959,7960,7961,7962,7963,7964,7965,7966,7967,7968,7987,7988,7989,7990,7991,7992,7993,7994,8795,8796,10696,10697,10698,11145,11146,11147,11148,11149,11150,11151,11152,11153,11154,11155,11156,11157,11158,11159,11160,11161,11162,11163,11164,11165,11166,11167,11168,11169,11170,11171,11172,11173,11174,11175,11176,11177,11178,11179,11180,11181,11182,11183,11184,11185,11186,11187,11188,11189,11190,11191,11192,11193,11194,11195,11196,11197,11198,11199,11200,11201,11202,11203,11204,11205,11206,11207,11208,11209,11210,11211,11212,11213,11214,11215,11216,11217,11218,11219,11220,11221,11222,11223,11224,11225,11226,11227,11228,11229,11230,11231,11232,11233,11234,11235,11236,11237,11238,11239,11240,11241,11242,11243,11244,11245,11246,11247,11248,11249,11250,11251,11252,11253,11254,11255,11256,11257,11258,11259,11260,11261,11262,11263,11264,11265,11266,11267,11268,11269,11270,11271,11272) ORDER BY 2 ASC /* Wed Nov 05 2008 15:01:56.7090 */OK There is a 8 second gap between the first query and the second. So my question is, does the OK line represent Remedy saying that it's ready to send the query off to SQL or does it represent that Remedy received the response from SQL and to move on to the next instruction. I'm trying to figure out why some operations are running really slow and the dba is asking me what the OK represents. Thanks for any help Dylan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Upgrade to 7.1 user tool question...
Richard,
you might also consider convincing your users to use a preference
server. From then on forward all their settings would be stored on the
server, which means that this would not be a concern moving forward.
Additionally, they would have access to them even when they log into
some other machine or via the Mid-Tier
Calman
Richard Copits wrote:
Thank you! This is exactly what I needed to know
-Original Message-
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Grooms, Frederick W
Sent: Wednesday, November 05, 2008 9:56 AM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade to 7.1 user tool question...
They will be saved in files in the User's home directory (In the user tool do Tools
- Account - the Users button). Here is a partial listing of the file types
used:
{Form}.arf form definition file
{Form}.arv form view file
{Macro}.arq saved macro (in the ARCmds directory)
{Login}_{type}.srh recent and saved search info
{Login}_{type}.dat favorite and alias schemas info
???.arm import mapping file (I don't have any of these)
i.e. The User's (JSmith) saved searches will be in JSmith_saved.dat and the
recent searches will be in JSmith_recent.dat
The 7.1 upgrade should not lose any of their files. What may have happened is when you
uninstalled the 5.1 User tool it deleted the Home directory. The 6.3 uninstall asks you
if you wish to delete the directory and its files so you can answer No. When
installing the 7.1 user tool specify the same Home directory as they currently have.
Fred
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED]
On Behalf Of Richard Copits
Sent: Wednesday, November 05, 2008 7:43 AM
To: arslist@ARSLIST.ORG
Subject: Upgrade to 7.1 user tool question...
We're pretty much done with our basic installation and now want to have some
users test our 7.1 ITSM system. However, I'm not entirely comfortable with
putting the user tool on desktops.
We have users who are using the 6.x system and have stored searches and macros.
I don't want to hammer/lose those with this upgrade. We did an upgrade a while
ago from 5.x to 6.x and lost them and don't want to repeat that. Where are
stored
searches, etc. normally stored on a users system - and - if we upgrade users to
the
7.x client software will it cause them to lose their saved searches/macros?
Thank you for any information or references where I can find out more about
this.
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Re: Upgrade to 7.1 user tool question...
I have always written my own install that backs those out and then put them back in. Also there might some conversions in those files required. You would loose the searches and macros but I really try to steer my clients to the web for 7.1 and above. One day the User tool will go away. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Richard Copits Sent: Wednesday, November 05, 2008 8:43 AM To: arslist@ARSLIST.ORG Subject: Upgrade to 7.1 user tool question... We're pretty much done with our basic installation and now want to have some users test our 7.1 ITSM system. However, I'm not entirely comfortable with putting the user tool on desktops. We have users who are using the 6.x system and have stored searches and macros. I don't want to hammer/lose those with this upgrade. We did an upgrade a while ago from 5.x to 6.x and lost them and don't want to repeat that. Where are stored searches, etc. normally stored on a users system - and - if we upgrade users to the 7.x client software will it cause them to lose their saved searches/macros? Thank you for any information or references where I can find out more about this. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations
Listers, I sent him a copy off list. Regards, Mario ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: ITSM 7 Operational Categorizations - Resolved
Mario Roehr sent me a copy. Thanks! On Wed, Nov 5, 2008 at 4:50 PM, Jon Chau [EMAIL PROTECTED] wrote: Greetings all, I was wondering if anyone had a copy of this that they could send to me. It looks like BMC revamped their developer network site and I can't find it. Thanks in advance! Jon On Fri, May 2, 2008 at 10:20 AM, Rick Cook [EMAIL PROTECTED] wrote: ** I wish I had published this last year, but better late than never, I suppose. This is a link to a paper I just wrote up on how to set up Operational Categorizations in ITSM 7. Not a procedural manual like BMC provides, but one that actually gives an example of values that one might use, and instructions on how to keep the lists short. I used it once at a customer site, and it seemed to work well. A few others have begun to make use of it as well, so I thought I would formalize it and make it available to anyone who might gain from it. http://developer.bmc.com/jiveProd/entry!default.jspa?categoryID=861externalID=3231fromSearchPage=truehttp://developer.bmc.com/jiveProd/entry%21default.jspa?categoryID=861externalID=3231fromSearchPage=true Rick __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
