Re: Computer telephony for Avaya
Hi Tony Yes indeed, this is the product that we developed in conjunction with Itel Office, and I’m probably quite biased, but it does work very well indeed. It was initially developed against Avaya, but is not ported to work with most mainline ACD’s. It’s being used by many customers from smaller helpdesks through to larger call centers. It’s possible to implement simple screen-pop functionality or to go for a full-on soft-phone with ACD functionality and transferring tickets between agents. Let me know if you want to have a chat about it. Cheers, Phil Phil Hogan Tiberone Technologies Limited Golden Cross House 8 Duncannon Street London WC2N 4JF United Kingdom M +44 7957 136 391 T +44 2074 845 069 F +44 870 831 0381 www.tiberone.com [EMAIL PROTECTED] About Tiberone Technologies Founded in 2000,Tiberone Technologies specialises in Computer Telephony Integration, Mobile Communications and Web Deployment technologies and has become a leading provider of innovative Customer Service Management tools and solutions. Through a combination of Consulting, Systems Integration, Education and Support services, Tiberone Technologies helps leading organisations achieve significant savings from existing customer service management infrastructures by deploying cost effective and easy to implement technologies. Confidentiality This message, and any associated files, is intended only for the use of the individual or entity to which it is addressed and may contain information that is confidential or subject to copyright. If you are not the intended recipient please note that any copying or distribution of this message, or files associated with this message, is strictly prohibited. If you have received this message in error, please notify us immediately at [EMAIL PROTECTED] mailto:[EMAIL PROTECTED] From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Tony Hartley Sent: 12 November 2008 15:27 To: arslist@ARSLIST.ORG Subject: Re: Computer telephony for Avaya ** I have also found this: http://www.iteloffice.com/products/cti_for_remedy.html Anyone have any experience using? Tony From: Joe DeSouza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, 11 November, 2008 22:36:26 Subject: Re: Computer telephony for Avaya ** Look at the bottom of this page.. http://www.simplicti.com/web3/content/view/60/37/ Joe From: Tony Hartley [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Tuesday, November 11, 2008 3:47:05 PM Subject: Computer telephony for Avaya ** Hello I am looking to integrate a Remedy custom application with an Avaya telephone system. Can anyone point me to computer telephony integration software for an Avaya? Tony __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Restart production servers
Hi everyone, I have two ARS servers running as part of a server group in a load balancing environment. I have added the Map-IP-Address flag/entry to the two servers to map the virtual IP adress of the LB to the physical server addresses in order to resolve an alert issue. The question is, does this need a servers restart or do I simply run the arsignal -c to read the conf file? I have 30 minutes before I get started so a prompt reply would be very much appreciated. ARS: 7.1 ITSM: 7.0.3 OS: 2003 Ent SQL Srv: 2005 Many thanks frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
AW: Restart production servers
Hi Frex, 1. do arsignal -c 2. turn on Alert-Log on one machine. 3. Start Alert-Tool and connect through the LB. Check in alert log for lines indicating the alert-client connection. 4. Send an alert to the user. If the alert is send out, everything is ok. If there are errors (cannot bind ) then you need to restart the servers. Kind Regards Conny Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Frex Popo Gesendet: Donnerstag, 13. November 2008 14:40 An: arslist@ARSLIST.ORG Betreff: Restart production servers ** Hi everyone, I have two ARS servers running as part of a server group in a load balancing environment. I have added the Map-IP-Address flag/entry to the two servers to map the virtual IP adress of the LB to the physical server addresses in order to resolve an alert issue. The question is, does this need a servers restart or do I simply run the arsignal -c to read the conf file? I have 30 minutes before I get started so a prompt reply would be very much appreciated. ARS: 7.1 ITSM: 7.0.3 OS: 2003 Ent SQL Srv: 2005 Many thanks frex __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 : AW: Restart production servers
Thank Conny. De: Martin, Conny [EMAIL PROTECTED] Objet: AW: Restart production servers À: arslist@ARSLIST.ORG Date: Jeudi 13 Novembre 2008, 14h49 ** Hi Frex, 1. do arsignal -c 2. turn on Alert-Log on one machine. 3. Start Alert-Tool and connect through the LB. Check in alert log for lines indicating the alert-client connection. 4. Send an alert to the user. If the alert is send out, everything is ok. If there are errors (cannot bind ) then you need to restart the servers. Kind Regards Conny Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Frex Popo Gesendet: Donnerstag, 13. November 2008 14:40 An: arslist@ARSLIST.ORG Betreff: Restart production servers ** Hi everyone, I have two ARS servers running as part of a server group in a load balancing environment. I have added the Map-IP-Address flag/entry to the two servers to map the virtual IP adress of the LB to the physical server addresses in order to resolve an alert issue. The question is, does this need a servers restart or do I simply run the arsignal -c to read the conf file? I have 30 minutes before I get started so a prompt reply would be very much appreciated. ARS: 7.1 ITSM: 7.0.3 OS: 2003 Ent SQL Srv: 2005 Many thanks frex __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 Answers Are
Re : AW: Restart production servers
Had my doubts about arsignal but it worked. So, no need for a restart then :) Thanks and have a nice day --- En date de : Jeu 13.11.08, Martin, Conny [EMAIL PROTECTED] a écrit : De: Martin, Conny [EMAIL PROTECTED] Objet: AW: Restart production servers À: arslist@ARSLIST.ORG Date: Jeudi 13 Novembre 2008, 14h49 ** Hi Frex, 1. do arsignal -c 2. turn on Alert-Log on one machine. 3. Start Alert-Tool and connect through the LB. Check in alert log for lines indicating the alert-client connection. 4. Send an alert to the user. If the alert is send out, everything is ok. If there are errors (cannot bind ) then you need to restart the servers. Kind Regards Conny Von: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Im Auftrag von Frex Popo Gesendet: Donnerstag, 13. November 2008 14:40 An: arslist@ARSLIST.ORG Betreff: Restart production servers ** Hi everyone, I have two ARS servers running as part of a server group in a load balancing environment. I have added the Map-IP-Address flag/entry to the two servers to map the virtual IP adress of the LB to the physical server addresses in order to resolve an alert issue. The question is, does this need a servers restart or do I simply run the arsignal -c to read the conf file? I have 30 minutes before I get started so a prompt reply would be very much appreciated. ARS: 7.1 ITSM: 7.0.3 OS: 2003 Ent SQL Srv: 2005 Many thanks frex __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 Answers Are
Command line program to list all workflow elements
Good morning All, I remember a utility back in the 4.x and 5.x days that would allow you from a command line list the forms or any other workflow elements. Does anyone know if this is still around or has been remade for 7.x and if so what is it called? As always thanks and have a nice day, hbr -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Problem dashboards empty
When I installed ITSM patch 7 (for 7.03), I now have Flashboards on the Problem Manager consoles that appear, but contain no data. I cannot see anything wrong with the flashboard, or the flashboard variables. The Incident Manager consoles flashboards are fine. Has anyone else seen this, or something like it? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
how can I capture system ID
HI, I want set to capture user id or lan ID how can I do that. I am using ARS 7.0 database sybase -- View this message in context: http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: how can I capture system ID
Well, I feel bad for you. Sorry everyone is so mean. I think there is a language barrier that is making it difficult, and a cultural barrier. If you are just trying to get the user's remedy id, it is $USER$. If you are talking about their windows id or their IP Address, then that is not so straight forward. Could you please specify if you are needing the user's Remedy logon ID, or their Windows Logon ID? Could you please specify if you are asking for the IP Address as the Lan ID? I think that answering those two questions would help a lot in answering your questions. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of gok's Sent: Thursday, November 13, 2008 8:38 AM To: arslist@ARSLIST.ORG Subject: how can I capture system ID HI, I want set to capture user id or lan ID how can I do that. I am using ARS 7.0 database sybase -- View this message in context: http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.ht ml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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: how can I capture system ID
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
View this message in context:
http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.ht
ml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
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Re: ITSM 7 Data Migration Approach (not configuration)
I concur with Lisa. While we've only done it once, option #1 is exactly what we did. Despite the client initially needing all the data in the new ITSM application, there have been no problems with all the old data existing only in the read-only form (people never need the old data as much as they think they will). We chose this method based on cost. -ivan- LisaD wrote: I have also used flavors of option #1 4 out of 4 times, successfully. initially, client's thoughts are of course to migrate data into the new version obviously. however, that option has not proven to be cost effective to date, and they ended up being perfectly satisfied with holding it somewhere for reference only. incidents thata are not closed out by X date are required to be entered into the new form. Roger Justice wrote: I have used the first option more than once and the customers were satisfied with the result. -Original Message- From: Jon Chau [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 10 Nov 2008 6:40 pm Subject: ITSM 7 Data Migration Approach (not configuration) ** Hello Listers, I am working on a migration to ITSM 7 from ITSM 5.5 applications and was wondering how most of your clients or organizations decided to handle the migration of historical and archived data (primarily the Help Desk form).? The plan of course is to migrate any existing open cases in the new system. Some of my options appear to be: Make a copy of the old HPD:HelpDesk form that users can search, and just move everything that is closed there. Attempt to map the old CTI structure into the new one to migrate the data into the new ITSM 7 HPD:Help Desk form (seems extremely difficult given the fact that we will be attempting to restructure categorization into the Operational and Product offerings -- although we will have to do this for the open cases). Thanks in advance! Jon __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 - Lisa D -- Ivan Runions Information Technologies University of Calgary Calgary Alberta Canada (403) 220-4437 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Command line program to list all workflow elements
Are you possibly talking about the driver program? It's included with the API if I remember correctly, through various options it will tell you anything you want to know about any object in the system. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Thursday, November 13, 2008 7:37 AM To: arslist@ARSLIST.ORG Subject: Command line program to list all workflow elements ** Good morning All, I remember a utility back in the 4.x and 5.x days that would allow you from a command line list the forms or any other workflow elements. Does anyone know if this is still around or has been remade for 7.x and if so what is it called? As always thanks and have a nice day, hbr -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __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: Problem dashboards empty
Since there is no Error and You are able to see the Flashboard, This could be because of the Qualification in the Flashboard Variables are not fetching any data. Probably check and make sure data exists for the Qualification in the Variables. -VB _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Thursday, November 13, 2008 9:36 AM To: arslist@ARSLIST.ORG Subject: Problem dashboards empty When I installed ITSM patch 7 (for 7.03), I now have Flashboards on the Problem Manager consoles that appear, but contain no data. I cannot see anything wrong with the flashboard, or the flashboard variables. The Incident Manager consoles flashboards are fine. Has anyone else seen this, or something like it? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __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: Command line program to list all workflow elements
Howard, Not sure what you are trying to accomplish it or why you might need it. But if you want to get the list of code, could you just use SQL to get it? Here's the SQL calls to make to the database to get the corresponding pieces of workflow if you wanted to go that route: SCHEMAs: SELECT name, schemaid FROM arschema WHERE Fields: SELECT s.name, F.Fieldname, F.fieldid, F.datatype FROM field f INNER JOIN arschema s ON f.schemaid=s.schemaid WHERE Active Links: SELECT s.name, a.name FROM actlink a INNER JOIN actlink_mapping m ON a.actlinkid = m.actlinkid INNER JOIN arschema s ON m.schemaid = s.schemaid WHERE Filters: SELECT s.name, f.name FROM filter f INNER JOIN filter_mapping m ON f.filterid = m.filterid INNER JOIN arschema s ON m.schemaid = s.schemaid WHERE... Escalations SELECT s.name, E.name FROM escalation e INNER JOIN escal_mapping m ON e.escalationId = m.escalationId INNER JOIN arschema s ON m.schemaid = s.schemaid WHERE Menus: Select name FROM Char_menu WHERE... Active Link Guides: SELECT sc.name, ac.name FROM arcontainer ac INNER JOIN cntnr_ownr_obj co ON ac.containerID = co.containerId INNER JOIN arschema sc ON co.ownerObjId = sc.schemaId WHERE ac.containerType = 1 AND Filter Guides: SELECT sc.name, ac.name FROM arcontainer ac INNER JOIN cntnr_ownr_obj co ON ac.containerID = co.containerId INNER JOIN arschema sc ON co.ownerObjId = sc.schemaId WHERE ac.containerType = 4 AND ... Web Services: SELECT sc.name, ac.name FROM arcontainer ac INNER JOIN cntnr_ownr_obj co ON ac.containerID = co.containerId INNER JOIN arschema sc ON co.ownerObjId = sc.schemaId WHERE ac.containerType = 5 AND... HTH Matt P From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of LJ Longwing Sent: Thursday, November 13, 2008 9:06 AM To: arslist@ARSLIST.ORG Subject: Re: Command line program to list all workflow elements ** Are you possibly talking about the driver program? It's included with the API if I remember correctly, through various options it will tell you anything you want to know about any object in the system. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Howard Richter Sent: Thursday, November 13, 2008 7:37 AM To: arslist@ARSLIST.ORG Subject: Command line program to list all workflow elements ** Good morning All, I remember a utility back in the 4.x and 5.x days that would allow you from a command line list the forms or any other workflow elements. Does anyone know if this is still around or has been remade for 7.x and if so what is it called? As always thanks and have a nice day, hbr -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] LinkedIn Profile = http://www.linkedin.com/in/hbr4270 __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 Answers Are
Re: Problem dashboards empty
Actually, I got a response privately that indicated that flashboards are now multi-tenancy aware and you need to choose a company on the console (since one does not default in problem). It worked! Thanks again to that wonderfully helpful lady. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Viswanathan Balakumar Sent: Thursday, November 13, 2008 10:15 AM To: arslist@ARSLIST.ORG Subject: Re: Problem dashboards empty ** Since there is no Error and You are able to see the Flashboard, This could be because of the Qualification in the Flashboard Variables are not fetching any data. Probably check and make sure data exists for the Qualification in the Variables. -VB From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Thursday, November 13, 2008 9:36 AM To: arslist@ARSLIST.ORG Subject: Problem dashboards empty When I installed ITSM patch 7 (for 7.03), I now have Flashboards on the Problem Manager consoles that appear, but contain no data. I cannot see anything wrong with the flashboard, or the flashboard variables. The Incident Manager consoles flashboards are fine. Has anyone else seen this, or something like it? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __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 Answers Are
Load Balanced Remedy - Load Balanced Oracle environments?
Been asked an intriguing question. Our current Remedy environment : - Hardware load balancer - 2 x ARS 7.0.1 Remedy servers running on Solaris - 1 x Oracle database server running on Solaris Looking to the future and scaling the application, we're looking at load balanced Oracle solutions (I've heard about an Oracle RAC - real application cluster?), and our DBA has stated that Remedy will not work against an Oracle RAC in a load balanced mode. Anyone on the list have experience of running Remedy against a load balanced Oracle cluster? Any case studies, or information to share? Regards Dave Barber This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Provance integration with ARSystem
Hello Listers, Has anyone integrated Provance with the ARSystem Server? Any information would help. Thanks, John J. Reiser Senior Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
adding status reasons to problems, PKEs
I'm working with ITSM 7.03 patch 7 and have run into an interesting issue. I can add a status reason to Prolelms and PKEs by adding it to SYS:Satatus Reason Menu Items and to the hidden status reason field, and they show up in the record fine. I've also done this: Make sure that selection code value for the status reason record entry on SYS:Status Reason Menu Items and the attribute ID on the hidden status reason field should be same. The problem is this: On the Problem Management Console (and the Overview Console) the wrong status reason shows up. For my new values it is showing the item out of the ConsolidatedStatusReason field with that same value, but for existing status reasons, it shows a different value. For example, these are the new status reason values for the PKE (I just added the 3 on the end): Duplicate 1000 No Longer Applicable 2000 Pending PIR 3000 Funding Not Available 4000 Pending Infrastructure Change 5000 Pending Third Party Vendor 6000 Pending Business Approval 7000 Under Analysis 8000 Verifying Permanent Solution 9000 And these are the values for the ConsolidatedStatusReason field: Known Error 1000 Unresolvable 2000 Knowledge Database 3000 Enhancement Request 4000 Duplicate Investigation 5000 Duplicate 6000 No Longer Applicable 7000 Pending PR 8000 Funding Not Available 9000 Pending Infrastructure Change 1 Pending Third Party Vendor 11000 Publish 12000 Reject 13000 Not Applicable 14000 When I choose my Under Analysis status reason, I see the Pending PR in the console, but when I choose the previously existing Pending Infrastructure Change status reason, I see the right thing (somehow it seems to convert the 5000 from the PKE status reason menu into a 1 in the consolidatedstatusreason menu). I'm sure I need to add my values to the ConsolidatedStatusReason attributes, but I am not sure where or how to add them so they will actually show up. I'm not sure how the previously existing status reasons are getting converted from one number to the other when mine are not being translated at all. I've tried just adding them to the end of the list, and it doesn't help at all. Does anyone have any idea how to handle this, or how it is converting the values that already exist from one value to another so they show up right? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: SOLVED: CMDB Web Service
Shawn, Thanks for the heads-up, I might be heading down the same path for a new project.. Best Regards, Theo From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Pierson, Shawn Sent: 12 November 2008 21:39 To: arslist@ARSLIST.ORG Subject: SOLVED: CMDB Web Service ** Last week I posted this issue we were having. It turns out that the problem was because we had the Mid Tier and the CMDB Web Service installed on the same machine. Apparently, you have to move the API files into a shared directory that both apps can use, rather than letting each app maintain their own version. This may make patches and updates difficult, but we haven't tested it fully yet to see what the impact will be. Thanks to all those who responded. _ From: Pierson, Shawn Sent: Monday, November 03, 2008 8:44 AM To: arslist@ARSLIST.ORG Subject: CMDB Web Service Good morning, Has anyone ever successfully used the CMDB web service? We have a vendor that has come in and is trying to use it, but has been unsuccessful thus far. The only thing that has happened is that when they attempt to access it, Tomcat seems to crash and we can no longer use either the web service or the mid tier. The error message we get is: e:Envelope xmlns:e=http://schemas.xmlsoap.org/soap/envelope/;e:Bodye:Faultfaultc odee:Server/faultcodefaultstringCould not initialize class com.remedy.arsys.api.Proxy/faultstringdetailijm:idoox-java-mapping.java .lang.NoClassDefFoundError xmlns:e=http://schemas.xmlsoap.org/soap/envelope/; xmlns:ijm=urn:idoox-java-mappingijm:stack-tracejava.lang.NoClassDefFoun dError: Could not initialize class com.remedy.arsys.api.Proxy Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access hyperlink, please e-mail sender. __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: adding status reasons to problems, PKEs
One of the BMC best practices for customizing attribute values for menu fields that was presented at the UserWorld 07 tutorials was to always use an odd number for any custom selection field values; BMC reserves all even numbers. If you had used 7001, 8001, and 9001 then they would not have conflicted with the additional attributes already defined in the other menu, although you usually have to define the custom values in every field where they might appear. What trips most people up is that there are many different forms that store the same data from a menu selection, and you have to find all of them and add the new attributes to each one. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ramey, Anne Sent: Thursday, November 13, 2008 10:28 AM To: arslist@ARSLIST.ORG Subject: adding status reasons to problems, PKEs ** I'm working with ITSM 7.03 patch 7 and have run into an interesting issue. I can add a status reason to Prolelms and PKEs by adding it to SYS:Satatus Reason Menu Items and to the hidden status reason field, and they show up in the record fine. I've also done this: Make sure that selection code value for the status reason record entry on SYS:Status Reason Menu Items and the attribute ID on the hidden status reason field should be same. The problem is this: On the Problem Management Console (and the Overview Console) the wrong status reason shows up. For my new values it is showing the item out of the ConsolidatedStatusReason field with that same value, but for existing status reasons, it shows a different value. For example, these are the new status reason values for the PKE (I just added the 3 on the end): Duplicate 1000 No Longer Applicable 2000 Pending PIR 3000 Funding Not Available 4000 Pending Infrastructure Change 5000 Pending Third Party Vendor 6000 Pending Business Approval 7000 Under Analysis 8000 Verifying Permanent Solution 9000 And these are the values for the ConsolidatedStatusReason field: Known Error 1000 Unresolvable 2000 Knowledge Database 3000 Enhancement Request 4000 Duplicate Investigation 5000 Duplicate 6000 No Longer Applicable 7000 Pending PR 8000 Funding Not Available 9000 Pending Infrastructure Change 1 Pending Third Party Vendor 11000 Publish 12000 Reject 13000 Not Applicable 14000 When I choose my Under Analysis status reason, I see the Pending PR in the console, but when I choose the previously existing Pending Infrastructure Change status reason, I see the right thing (somehow it seems to convert the 5000 from the PKE status reason menu into a 1 in the consolidatedstatusreason menu). I'm sure I need to add my values to the ConsolidatedStatusReason attributes, but I am not sure where or how to add them so they will actually show up. I'm not sure how the previously existing status reasons are getting converted from one number to the other when mine are not being translated at all. I've tried just adding them to the end of the list, and it doesn't help at all. Does anyone have any idea how to handle this, or how it is converting the values that already exist from one value to another so they show up right? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __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
Changing input text color for Mid-tier 6.3
I am trying to change the text color of selection values and character field input values. On some web pages in 6.3. I can change the Labels fine but the selection values like for radio buttons and the input of the character fields is always black. I tried stylesheet changes but it does not seem to be working maybe I am not doing them right. Has anyone done this if so what was the trick? Or am I just doing the stylesheet changes incorrectly? This email may contain material that is confidential, privileged, and/or attorney work product for the sole use of the intended recipient. Any review, reliance, or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: how can I capture system ID
Gok,
It sounds to me like you want to integrate Microsoft SharePoint with a
Remedy (ARS 7.0.0) Form.
You want to create a button on the Remedy form to pop up a document stored
on SharePoint.
This means building a URL in a character field that contains the Windows
login name of the user (LAN ID) and then passing the URL to the browser
that will open up the document from SharePoint.
Is this correct?
Do you intend to use Mid-Tier or The Remedy User Tool as front-end?
Or do you intend for the Remedy server to automatically download the
document from SharePoint and attach it to an attachment field?
Do you also want to submit a document to SharePoint?
Best Regards,
Theo J. Fondse
Systems Engineer
Remedy Integrated Solutions (Pty.) Ltd.
South Africa
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96
CS/SCCE
Sent: 13 November 2008 16:54
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
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Alternatives to BMC's Data Management tool for ITSM 7?
Hi folks, I've decided that I've had enough of BMC's ITSM 7 Data Management tool and I am looking for alternatives out there. If you have used or you sell any tool for initial loading and/or updating of data in ITSM 7, please reply. If possible, please provide feature list and any differences/advantages compared to ITSM 7, as well as your own impressions of the tool. At the very least, I would expect the tool to work as advertised / as documented. I would expect something to happen when I click a button (hint: validate should validate, promote should promote. Ok, at least most of the time, if not always). That would be one sleek advantage. Anything extra (data update, more sensible group membership loading etc) would be nice. If you have custom code to do such loading, that would be a cool thing to know of as well. If the server platform matters, it's solaris. I believe BMC's DM tool and this platform don't play together well...perhaps because of issues with CAI in solaris. Never liked this guy CAI, not the least because I don't fully understand its details. Unnecessary complexity. Must have looked good on paper, but that's not where I live. Regards. -Rabi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: how can I capture system ID
HI,
Thank you for you responce's I mean OS log in ID not ARS log in ID.
If any body got ideas please post
thank you.
Kaiser Norm E CIV USAF 96 CS/SCCE wrote:
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
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Re: how can I capture system ID
thank you very much I am talking about windows id not Remedy user's IDif you got any plan let me know please. Thank you. Opela, Gary L CTR USAF AFMC 72 CS/SCBAH wrote: Well, I feel bad for you. Sorry everyone is so mean. I think there is a language barrier that is making it difficult, and a cultural barrier. If you are just trying to get the user's remedy id, it is $USER$. If you are talking about their windows id or their IP Address, then that is not so straight forward. Could you please specify if you are needing the user's Remedy logon ID, or their Windows Logon ID? Could you please specify if you are asking for the IP Address as the Lan ID? I think that answering those two questions would help a lot in answering your questions. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of gok's Sent: Thursday, November 13, 2008 8:38 AM To: arslist@ARSLIST.ORG Subject: how can I capture system ID HI, I want set to capture user id or lan ID how can I do that. I am using ARS 7.0 database sybase -- View this message in context: http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.ht ml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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 -- View this message in context: http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20484382.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: how can I capture system ID
What client are you using? MidTier or Native Client?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
HI,
Thank you for you responce's I mean OS log in ID not ARS log in ID.
If any body got ideas please post
thank you.
Kaiser Norm E CIV USAF 96 CS/SCCE wrote:
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%; return
(return_value) }
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
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ht
ml
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__
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Re: ARERR [8961] Required element expected in the input XML document
Albert: I agree with Joe, when I've tried to use the default WS that is intalled with Incident Management, I've always run into problems. I usually just create an entirely new WS and use that. One benefit of doing this is that all fields on the HPD:IncidentInterface_Create form are exposed in the WS. One bad thing in using this approach is that you'll have to rebuild any Filter actions that use Set Fields to the old WS (BMC's tools don't allow you to reload the WSDL without losing the existing input output maps). FWIW, --Phil From: Joe DeSouza [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, November 12, 2008 11:13:02 AM Subject: Re: ARERR [8961] Required element expected in the input XML document ** Albert, Try recreating the whole mapping or revisit the web service mappings and take a look at the properties of each element. They should match the actual data type on the form. I think I did have a problem with the original web service that came out of the box on a few occasions when I had to use it, and redoing the mapping and flushing the mid-tier cache made the problem go away. Hope this helps.. Cheers Joe From: Albert Bihler [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Wednesday, November 12, 2008 4:05:22 AM Subject: ARERR [8961] Required element expected in the input XML document Hi list, I have got two ARS servers one with ITSM7 (server A) and one just with ARS installed (server B). I am trying to use HPD_IncidentInterface_WS web service that comes with ITSM 7 to modify existing incident tickets. Therefore I created a form on server B that holds the Fields I'd like to passt so server A and a filter that uses the HPD_IncidentInterface_WS web service on server B in a set field action. I have mapped every field that has to be providet in the Input Mapping. In the Output Mapping I cant map any field to the HelpDesk_Modify_ServiceResponse element because of a message stating: Invalid mapping because of incompatible data types. AR Datatype - Character can only be mapped to XML Datatype - strin, integer, nonPositiveInteger,... (ARERR 2999). Similar message if I try to map an enum fild. I think this is because the Object Properties dialog box for this element states nothing for Type. If I save the filter without the output mapping I get the following message in the user tool: ARERR [8961] Required element expected in the input XML document : HelpDesk_Modify_ServiceResponse What I am doing wrong? Creating incident tickets using HPD_IncidentInterface_Create_WS web services workes without problems. Thanks in advance for any hints ans suggestions. Kind regards, Albert __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: Alternatives to BMC's Data Management tool for ITSM 7?
I've used a product from Effective Technologies to load config data. It's free and has seemed to work well for me. http://www.effect-tech.com/products2.html -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rabi Tripathi Sent: Thursday, November 13, 2008 11:16 AM To: arslist@ARSLIST.ORG Subject: Alternatives to BMC's Data Management tool for ITSM 7? Hi folks, I've decided that I've had enough of BMC's ITSM 7 Data Management tool and I am looking for alternatives out there. If you have used or you sell any tool for initial loading and/or updating of data in ITSM 7, please reply. If possible, please provide feature list and any differences/advantages compared to ITSM 7, as well as your own impressions of the tool. At the very least, I would expect the tool to work as advertised / as documented. I would expect something to happen when I click a button (hint: validate should validate, promote should promote. Ok, at least most of the time, if not always). That would be one sleek advantage. Anything extra (data update, more sensible group membership loading etc) would be nice. If you have custom code to do such loading, that would be a cool thing to know of as well. If the server platform matters, it's solaris. I believe BMC's DM tool and this platform don't play together well...perhaps because of issues with CAI in solaris. Never liked this guy CAI, not the least because I don't fully understand its details. Unnecessary complexity. Must have looked good on paper, but that's not where I live. Regards. -Rabi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are This email and any files transmitted with it are confidential and intended solely for the use of the addressee. If you are not the intended addressee, then you have received this email in error and any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. Please notify us immediately of your unintended receipt by reply and then delete this email and your reply. Tyson Foods, Inc. and its subsidiaries and affiliates will not be held liable to any person resulting from the unintended or unauthorized use of any information contained in this email or as a result of any additions or deletions of information originally contained in this email. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Capture the User name
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
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Re: Load Balanced Remedy - Load Balanced Oracle environments?
Did your DBA give you any reasons why it would not work? Theoretically it should.. All that Remedy requires is a connection string to the database (TWO_TASK if its a remote database - in a cluster this will most definitely be the case). Joe From: Barber, David [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, November 13, 2008 10:59:56 AM Subject: Load Balanced Remedy - Load Balanced Oracle environments? ** Load Balanced Remedy - Load Balanced Oracle environments? Been asked an intriguing question. Our current Remedy environment : - Hardware load balancer - 2 x ARS 7.0.1 Remedy servers running on Solaris - 1 x Oracle database server running on Solaris Looking to the future and scaling the application, we're looking at load balanced Oracle solutions (I've heard about an Oracle RAC - real application cluster?), and our DBA has stated that Remedy will not work against an Oracle RAC in a load balanced mode. Anyone on the list have experience of running Remedy against a load balanced Oracle cluster? Any case studies, or information to share? Regards Dave Barber This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: how can I capture system ID
Yes, the method below will capture the user's network (OS) username, NOT
the ARS username.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 11:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
HI,
Thank you for you responce's I mean OS log in ID not ARS log in ID.
If any body got ideas please post
thank you.
Kaiser Norm E CIV USAF 96 CS/SCCE wrote:
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your
shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
View this message in context:
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ml
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Nabble.com.
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Does any one how to do the archiving records in ARS 7.0 version
-- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-ARS-7.0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
RECALL the message- Capture the User name
RECALL the message- Capture the User name ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARERR 1658 generating a Crystal report
Hello everyone, FYI. Problem: I had only one user that was getting error ARERR 1658 generating a Crystal report from a helpdesk case form. Other users were printing the report fine from the same workstation. The user with the problem signed on to other workstations and the problem occurred only for him and the other users had no problems. I had this error three times and the fix was different in each case. The first time I uninstalled the client and installed it again. The second time I check the underscore on the ODBC Use Underscores. This time was very time consuming. The user had changed his password were the last character had a semicolon. Apparently the server or Crystal Reports has some exceptions in character decoding?. Thank you for all the help that was posted. Our Environment : Windows Server 2003 - Remedy AR System Server 6.3 - Microsoft SQL-Server 2000 - Helpdesk 5.6 Application 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 Outlook.jpg
ARERR 1658 generating Crystal report
Hello everyone, FYI. Problem: I had only one user that was getting error ARERR 1658 generating a Crystal report from a helpdesk case form. Other users were printing the report fine from the same workstation. The user with the problem signed on to other workstations and the problem occurred only for him and the other users had no problems. I had this error three times and the fix was different in each case. The first time I uninstalled the client and installed it again. The second time I check the underscore on the ODBC Use Underscores. This time was very time consuming. The user had changed his password were the last character had a semicolon. Apparently the server or Crystal Reports has some exceptions in character decoding?. Thank you for all the help that was posted. Our Environment : Windows Server 2003 - Remedy AR System Server 6.3 - Microsoft SQL-Server 2000 - Helpdesk 5.6 Application 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: ARERR 1658 generating a Crystal report
A semi-colon has always been a character that you cannot use in any password that will be used with an ODBC driver, or many other systems that have a back-end database. See http://support.microsoft.com/default.aspx/kb/301076 Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jorge Polo Sent: Thursday, November 13, 2008 12:40 PM To: arslist@ARSLIST.ORG Subject: ARERR 1658 generating a Crystal report ** Hello everyone, FYI. Problem: I had only one user that was getting error ARERR 1658 generating a Crystal report from a helpdesk case form. Other users were printing the report fine from the same workstation. The user with the problem signed on to other workstations and the problem occurred only for him and the other users had no problems. I had this error three times and the fix was different in each case. The first time I uninstalled the client and installed it again. The second time I check the underscore on the ODBC Use Underscores. [cid:image001.jpg@01C9458D.F3EB9E20] This time was very time consuming. The user had changed his password were the last character had a semicolon. Apparently the server or Crystal Reports has some exceptions in character decoding?. Thank you for all the help that was posted. Our Environment : Windows Server 2003 - Remedy AR System Server 6.3 - Microsoft SQL-Server 2000 - Helpdesk 5.6 Application 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: RECALL the message- Capture the User name
Andrew, Recall doesn't work with a distribution list. Dave - [EMAIL PROTECTED] (Wireless) From: Action Request System discussion list(ARSList) To: arslist@ARSLIST.ORG Sent: Thu Nov 13 13:36:41 2008 Subject: RECALL the message- Capture the User name ** RECALL the message- Capture the User name __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___
Results List Color change
Does anyone know where in the database that the result list color selection is stored ? I changed the results list colors based on status and now I want to change them back and am unable to. I have created a new default admin view, tried to change the colors back 3 times and they will not change. I have had a ticket open with BMC for two weeks with no response. I figure it has to be a value in the database somewhere... //SIGNED// Robert R. Gornto, YC-02,37 CS/SCOO Chief, Network Operations DSN 945-0483 Comm 210 925-0483 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Results List Color change
You set that in the form properties in Remedy Administrator: Open form--then form, current view, properties, results list color tab. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gornto, Robert R Civ USAF AETC 37 CS/SCOO Sent: Thursday, November 13, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: Results List Color change ** Does anyone know where in the database that the result list color selection is stored ? I changed the results list colors based on status and now I want to change them back and am unable to. I have created a new default admin view, tried to change the colors back 3 times and they will not change. I have had a ticket open with BMC for two weeks with no response. I figure it has to be a value in the database somewhere... //SIGNED// Robert R. Gornto, YC-02,37 CS/SCOO Chief, Network Operations DSN 945-0483 Comm 210 925-0483 __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: Results List Color change
You may need to select the correct view first (using the same menu option) before updating the colors. //SIGNED// Craig Carter Software Engineer, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gornto, Robert R Civ USAF AETC 37 CS/SCOO Sent: Thursday, November 13, 2008 11:52 AM To: arslist@ARSLIST.ORG Subject: Results List Color change ** Does anyone know where in the database that the result list color selection is stored ? I changed the results list colors based on status and now I want to change them back and am unable to. I have created a new default admin view, tried to change the colors back 3 times and they will not change. I have had a ticket open with BMC for two weeks with no response. I figure it has to be a value in the database somewhere... //SIGNED// Robert R. Gornto, YC-02,37 CS/SCOO Chief, Network Operations DSN 945-0483 Comm 210 925-0483 __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
OVERVIEW CONSOLE ODDITIES =Adding Task Assignee and Site
Hello All, ARS 7.1 Patch 002 - server and client Windows I am trying to add some fields from TMS:Task to the Overview Console and am having a few problems. I successfully added Company/Assignee/Site for MAINHELPDESK by simply going to the Client and adding a record on SHR:ARDBC Fields. No problems for the three MAINHELPDESK records.. Site has the same field id (26001), but it's not displaying Column Data for the TMSTASK entry on SHR:ARDBC Fields like Company. I tried to add a record on SHR:ARDBC Fields for the TMS:Task 'Assignee' (field ID's 10010413/) on the SHR:ARDBC Fields form, added the new column from the Overview Console table field, but not dice. I noticed the Assignee field from TMS:Task isn't included on the SHR:ARDBC_OverviewConsole or on SHR:ARDBC_OverviewConsoleTemplate If I add the Task Assignee field (using same field id as on TMS:Task) to the two SHR:ARDBC forms above, then the column is available the table field on Overview Console. But again, I get no data in the columns on the Actual Overview Console. Has anyone had this problem? Overcome it? Any and all suggestions/comments are appreciated. Thanks in Advance, Jase Brandon ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: OVERVIEW CONSOLE ODDITIES =Adding Task Assignee and Site
You may have to add the fields to the SHR:Consolidated form. I know I had to do that in version 6.0 From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Jase Brandon Sent: Thursday, November 13, 2008 1:07 PM To: arslist@ARSLIST.ORG Subject: OVERVIEW CONSOLE ODDITIES =Adding Task Assignee and Site ** Hello All, ARS 7.1 Patch 002 - server and client Windows I am trying to add some fields from TMS:Task to the Overview Console and am having a few problems. I successfully added Company/Assignee/Site for MAINHELPDESK by simply going to the Client and adding a record on SHR:ARDBC Fields. No problems for the three MAINHELPDESK records.. Site has the same field id (26001), but it's not displaying Column Data for the TMSTASK entry on SHR:ARDBC Fields like Company. I tried to add a record on SHR:ARDBC Fields for the TMS:Task 'Assignee' (field ID's 10010413/) on the SHR:ARDBC Fields form, added the new column from the Overview Console table field, but not dice. I noticed the Assignee field from TMS:Task isn't included on the SHR:ARDBC_OverviewConsole or on SHR:ARDBC_OverviewConsoleTemplate If I add the Task Assignee field (using same field id as on TMS:Task) to the two SHR:ARDBC forms above, then the column is available the table field on Overview Console. But again, I get no data in the columns on the Actual Overview Console. Has anyone had this problem? Overcome it? Any and all suggestions/comments are appreciated. Thanks in Advance, Jase Brandon __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: Does any one how to do the archiving records in ARS 7.0 version
Yes On Thu, Nov 13, 2008 at 12:30 PM, gok's [EMAIL PROTECTED] wrote: -- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-ARS-7.0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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: OVERVIEW CONSOLE ODDITIES =Adding Task Assignee and Site
Hi Claire, Thanks, but SHR:Consolidated is no more in 7X. Thanks, Jase On Thu, Nov 13, 2008 at 2:16 PM, Sanford, Claire [EMAIL PROTECTED] wrote: ** You may have to add the fields to the SHR:Consolidated form. I know I had to do that in version 6.0 -- *From:* Action Request System discussion list(ARSList) [mailto: [EMAIL PROTECTED] *On Behalf Of *Jase Brandon *Sent:* Thursday, November 13, 2008 1:07 PM *To:* arslist@ARSLIST.ORG *Subject:* OVERVIEW CONSOLE ODDITIES =Adding Task Assignee and Site ** Hello All, ARS 7.1 Patch 002 - server and client Windows I am trying to add some fields from TMS:Task to the Overview Console and am having a few problems. I successfully added Company/Assignee/Site for MAINHELPDESK by simply going to the Client and adding a record on SHR:ARDBC Fields. No problems for the three MAINHELPDESK records.. Site has the same field id (26001), but it's not displaying Column Data for the TMSTASK entry on SHR:ARDBC Fields like Company. I tried to add a record on SHR:ARDBC Fields for the TMS:Task 'Assignee' (field ID's 10010413/) on the SHR:ARDBC Fields form, added the new column from the Overview Console table field, but not dice. I noticed the Assignee field from TMS:Task isn't included on the SHR:ARDBC_OverviewConsole or on SHR:ARDBC_OverviewConsoleTemplate If I add the Task Assignee field (using same field id as on TMS:Task) to the two SHR:ARDBC forms above, then the column is available the table field on Overview Console. But again, I get no data in the columns on the Actual Overview Console. Has anyone had this problem? Overcome it? Any and all suggestions/comments are appreciated. Thanks in Advance, Jase Brandon __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 Answers Are
Re: ITSM 7 Data Migration Approach (not configuration)
I offer a fixed price data migration service using Meta-Update. Other companies have implemented their own migrations using Meta-Update. In one example, a customer's off-shore team developed their own scripts to migrate a heavily customised multi-tenanted ITSM 5 to an OOTB ITSM 7. This after a one-hour ppt presentation for three of their on-shore managers. To quote: We had a mammoth task of migrating 400+ companies from ITSM 5.5 to ITSM 7.1. Initially this task looked very complicated as the 5.5 system was highly customized and the migration into mismatched schemas looked impossible. 1500 SLAs for these customers added to the complications. But when we started evaluating Meta-Update, we saw some light. We can now migrate SLAs, implement complicated transformation rules, stamp mapping values by looking up external configuration files, read from multiple servers, etc. Best part is that once Meta-Update scripts are done and tested, you can repeat it for any number of times. I recommend Meta-Update for all those who want the flexibility of a scripting language to handle bulk ARS data. The fixed price migration service covers all aspects of a migration which include data cleansing - a requirement of valid ITSM 7 data - mapping sessions (ie value, class, transformations). All diary fields are handled, all attachments, all tickets, changes, CIs or assets. No ARS server changes are required at all. The final production migration happens on a weekend. Monday morning, all open changes and tickets are there (as well as historical data) assigned to the right groups, with their attachments, work logs, associations, etc, ready to be worked on. If interested in finding out more, please contact me off-list, or please request a fact sheet. ( Attachment rejected.) Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329 GMT + 1 + [ DST ] Email:mailto:[EMAIL PROTECTED] mailto:[EMAIL PROTECTED] Web: http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com A free notepad for Diary fields: http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm An ARS API scripting tool used for migrations, integrations, imports, reports, extracts, batch jobs: http://www.softwaretoolhouse.com/products/SthMupd http://www.softwaretoolhouse.com/products/SthMupd _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Ivan Runions Sent: November 13, 2008 4:00 PM To: arslist@ARSLIST.ORG Subject: Re: ITSM 7 Data Migration Approach (not configuration) ** I concur with Lisa. While we've only done it once, option #1 is exactly what we did. Despite the client initially needing all the data in the new ITSM application, there have been no problems with all the old data existing only in the read-only form (people never need the old data as much as they think they will). We chose this method based on cost. -ivan- LisaD wrote: I have also used flavors of option #1 4 out of 4 times, successfully. initially, client's thoughts are of course to migrate data into the new version obviously. however, that option has not proven to be cost effective to date, and they ended up being perfectly satisfied with holding it somewhere for reference only. incidents thata are not closed out by X date are required to be entered into the new form. Roger Justice wrote: I have used the first option more than once and the customers were satisfied with the result. -Original Message- From: Jon Chau mailto:[EMAIL PROTECTED] [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Mon, 10 Nov 2008 6:40 pm Subject: ITSM 7 Data Migration Approach (not configuration) ** Hello Listers, I am working on a migration to ITSM 7 from ITSM 5.5 applications and was wondering how most of your clients or organizations decided to handle the migration of historical and archived data (primarily the Help Desk form).? The plan of course is to migrate any existing open cases in the new system. Some of my options appear to be: Make a copy of the old HPD:HelpDesk form that users can search, and just move everything that is closed there. Attempt to map the old CTI structure into the new one to migrate the data into the new ITSM 7 HPD:Help Desk form (seems extremely difficult given the fact that we will be attempting to restructure categorization into the Operational and Product offerings -- although we will have to do this for the open cases). Thanks in advance! Jon __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 -
Weird file - aremaild.exe.hdmp
I am trying to clear off files on my production server that seem to just be there. In my admin user directory there is a file called aremaild.exe.hdmp that has not been modified in over a year. It is 47MB. It is in a TMP type folder M:\Documents and Settings\rem1\Local Settings\Temp\WERe28d.dir00 Do you think it is ok to delete it? ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
ARS with news Change Management install refusing to start.
Hello again, ARS 7.1 AM/IM 7.0.3 OS: MS 2003 Enterprise DB: Oracle 10 At short notice I have been asked to help some fellow worker having problems with Change Management 7.0.3. The truth is, I have not worked with previous versions let alone 7.0 but this may not have anything to do with ITSM anyway. I am told they have recently installed CM on top of a working ITSM7.0.3 with IM and AM . The problem they are having at the moment is starting up the server. It takes, I am told, some 30 minutes to get the system up and running. I need to prepeare myself as I have very little time and need to know where to look. Have you had the same problem in the past? Have you had a problem not too disimilar to this one and how did you go about resolving it? I am thinking the first step to take is to enable the server logs API/SQL and scan them for any dogy queries and check the ar.cfg file for anything that could be slowing the server at start up. There must surely be other things to check not only at the sever level but the databse as well!!! Your help is very much appreciated. Regards frex ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Weird file - aremaild.exe.hdmp
Claire, That's a hex dump file. It's basically a Core Dump file from windows. It's created when an application/executable crashes. HTH. Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, November 13, 2008 1:26 PM To: arslist@ARSLIST.ORG Subject: Weird file - aremaild.exe.hdmp ** I am trying to clear off files on my production server that seem to just be there. In my admin user directory there is a file called aremaild.exe.hdmp that has not been modified in over a year. It is 47MB. It is in a TMP type folder M:\Documents and Settings\rem1\Local Settings\Temp\WERe28d.dir00 Do you think it is ok to delete it? ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [EMAIL PROTECTED] __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: Weird file - aremaild.exe.hdmp - RESOLVED/ANSWERED
Excellent! Thank you! From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Matthew Perrault Sent: Thursday, November 13, 2008 1:34 PM To: arslist@ARSLIST.ORG Subject: Re: Weird file - aremaild.exe.hdmp ** Claire, That's a hex dump file. It's basically a Core Dump file from windows. It's created when an application/executable crashes. HTH. Matt P. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: Thursday, November 13, 2008 1:26 PM To: arslist@ARSLIST.ORG Subject: Weird file - aremaild.exe.hdmp ** I am trying to clear off files on my production server that seem to just be there. In my admin user directory there is a file called aremaild.exe.hdmp that has not been modified in over a year. It is 47MB. It is in a TMP type folder M:\Documents and Settings\rem1\Local Settings\Temp\WERe28d.dir00 Do you think it is ok to delete it? ARS 6.3 Patch 18 HD 6.0 Oracle 10 w/9 libraries Oracle lives on a remote server Windows 2003 4 gig on app server and 8 gig on DB server Claire Sanford Information Systems Division Memorial Hermann Healthcare System Phone: 713 448 6035 [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 Answers Are
Re: Does any one how to do the archiving records in ARS 7.0 version
OMG !!! LOL _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, November 13, 2008 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** Yes On Thu, Nov 13, 2008 at 12:30 PM, gok's [EMAIL PROTECTED] wrote: -- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-ARS-7. 0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are __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: Does any one how to do the archiving records in ARS 7.0 version
You all always talk about this being a professional place, so people should give their full names. The actions I've seen and the posts I've seen over the last few days are much less than professional. It reminds me quite a lot of middle school, in fact. Gok, do you have any of the remedy manuals? If not, then if you have a support contract, you can download them from www.bmc.com/remedy. The manuals discuss in depth the process of archiving. If you are having a hard time finding where in the documentation the sections on archiving are, then you can open the document titled Master Index and search that for Archive or Archiving. From there, you can click a link to the correct document, assuming you save all of the pdf file documents to the same folder. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gidd Sent: Thursday, November 13, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** OMG !!! LOL From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, November 13, 2008 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** Yes On Thu, Nov 13, 2008 at 12:30 PM, gok's [EMAIL PROTECTED] wrote: -- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-AR S-7.0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are __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 Answers Are
Re: Does any one how to do the archiving records in ARS 7.0 version
Hi Susan, I take it that you mean you know and not that at least one person (someone?) knows. Though that is an assumption. To answer the question somewhat more accurately (at least more verbosely), you could say, perhaps, Yes. There's at least one person that I know that knows. Friday humour (It's almost Friday here.) Cheers Ben _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gidd Sent: November 13, 2008 9:18 PM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** OMG !!! LOL _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, November 13, 2008 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** Yes On Thu, Nov 13, 2008 at 12:30 PM, gok's [EMAIL PROTECTED] wrote: -- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-ARS-7. 0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are __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 Answers Are
OT: gok
Gary, You are quite correct. I have been communicating with gok off-list today, and it is a language barrier. His name is Gokul, and I suspect reading Axton's suggestions on how to ask questions might have taken him a very long time. Our collective bad. :-( Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH Sent: Thursday, November 13, 2008 9:55 AM To: arslist@ARSLIST.ORG Subject: Re: how can I capture system ID Well, I feel bad for you. Sorry everyone is so mean. I think there is a language barrier that is making it difficult, and a cultural barrier. If you are just trying to get the user's remedy id, it is $USER$. If you are talking about their windows id or their IP Address, then that is not so straight forward. Could you please specify if you are needing the user's Remedy logon ID, or their Windows Logon ID? Could you please specify if you are asking for the IP Address as the Lan ID? I think that answering those two questions would help a lot in answering your questions. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of gok's Sent: Thursday, November 13, 2008 8:38 AM To: arslist@ARSLIST.ORG Subject: how can I capture system ID HI, I want set to capture user id or lan ID how can I do that. I am using ARS 7.0 database sybase -- View this message in context: http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.ht ml Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ 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
OT - Does any one how to do the archiving records in ARS 7.0 version
I agree. We have been a bit middle schoolish regarding gok's questions. He is posting from Nabble. Nothing wrong with that... but it isn't the list. He came onto the Remedy scene on 8/14 with an email titled I am new to ARS I need help, in the month of August there were 6 email from him asking the same kind of questions that had no personal or system information in them. Just what he wanted to do and asking how to do it. Nothing about how he tried this and it failed and he tried that and it failed. Now we are in November - 4 months later and he has had all this time to read the list, the manuals and to visit BMC's site and KB. He is still asking the same questions without any information included other than his question. Sure, as someone said, there may be a language barrier. There are plenty of translation tools available on the internet. Google has an excellent one! http://www.google.com/language_tools?hl=en I don't know if they still do, but Remedy used to provide documentation in other languages as well. I think the good humor of the group dissipates when people take the time and experience of the group for granted. Did you notice, when he asked his question with at least SOME environment information, he got answers? We all ask basic questions from time to time... it happens. But at least when we ask them, we have pretty much tried to do it ourselves or read the manual and just can't grasp it. Grumpiness Happens! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH Sent: Thursday, November 13, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version You all always talk about this being a professional place, so people should give their full names. The actions I've seen and the posts I've seen over the last few days are much less than professional. It reminds me quite a lot of middle school, in fact. Gok, do you have any of the remedy manuals? If not, then if you have a support contract, you can download them from www.bmc.com/remedy. The manuals discuss in depth the process of archiving. If you are having a hard time finding where in the documentation the sections on archiving are, then you can open the document titled Master Index and search that for Archive or Archiving. From there, you can click a link to the correct document, assuming you save all of the pdf file documents to the same folder. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gidd Sent: Thursday, November 13, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** OMG !!! LOL From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, November 13, 2008 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** Yes On Thu, Nov 13, 2008 at 12:30 PM, gok's [EMAIL PROTECTED] wrote: -- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-AR S-7.0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are __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 Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Load Balanced Remedy - Load Balanced Oracle environments?
We are running with an Oracle RAC configuration and it works fine. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, November 13, 2008 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: Load Balanced Remedy - Load Balanced Oracle environments? ** Did your DBA give you any reasons why it would not work? Theoretically it should.. All that Remedy requires is a connection string to the database (TWO_TASK if its a remote database - in a cluster this will most definitely be the case). Joe From: Barber, David [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, November 13, 2008 10:59:56 AM Subject: Load Balanced Remedy - Load Balanced Oracle environments? ** Been asked an intriguing question. Our current Remedy environment : - Hardware load balancer - 2 x ARS 7.0.1 Remedy servers running on Solaris - 1 x Oracle database server running on Solaris Looking to the future and scaling the application, we're looking at load balanced Oracle solutions (I've heard about an Oracle RAC - real application cluster?), and our DBA has stated that Remedy will not work against an Oracle RAC in a load balanced mode. Anyone on the list have experience of running Remedy against a load balanced Oracle cluster? Any case studies, or information to share? Regards Dave Barber This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ __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: ARS with news Change Management install refusing to start.
This is a known issue with a remote Oracle database. Search the archives and you will find quite a few messages about it. BMC has responded that it is as designed and there is nothing you can do to increase the performance. The large tables that are fetched are field_dispprop, field, etc. Search the KB on the article about startup logging - you can see the server fetching the rows from the DB and then will understand why it takes so long. :-) Axton had a good post on it dated 9 Jul 2007. hth, tony Tony Worthington Sr. Technical Analyst Kohl's Department Stores N56 W17000 Ridgewood Drive Menomonee Falls, WI 53051 262.703.5911 (phone) [EMAIL PROTECTED] www.Kohls.com Frex Popo [EMAIL PROTECTED] Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 11/13/2008 01:30 PM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject ARS with news Change Management install refusing to start. ** Hello again, ARS 7.1 AM/IM 7.0.3 OS: MS 2003 Enterprise DB: Oracle 10 At short notice I have been asked to help some fellow worker having problems with Change Management 7.0.3. The truth is, I have not worked with previous versions let alone 7.0 but this may not have anything to do with ITSM anyway. I am told they have recently installed CM on top of a working ITSM7.0.3 with IM and AM . The problem they are having at the moment is starting up the server. It takes, I am told, some 30 minutes to get the system up and running. I need to prepeare myself as I have very little time and need to know where to look. Have you had the same problem in the past? Have you had a problem not too disimilar to this one and how did you go about resolving it? I am thinking the first step to take is to enable the server logs API/SQL and scan them for any dogy queries and check the ar.cfg file for anything that could be slowing the server at start up. There must surely be other things to check not only at the sever level but the databse as well!!! Your help is very much appreciated. Regards frex __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ** CONFIDENTIALITY NOTICE: This is a transmission from Kohl's Department Stores, Inc. and may contain information which is confidential and proprietary. If you are not the addressee, any disclosure, copying or distribution or use of the contents of this message is expressly prohibited. If you have received this transmission in error, please destroy it and notify us immediately at 262-703-7000. CAUTION: Internet and e-mail communications are Kohl's property and Kohl's reserves the right to retrieve and read any message created, sent and received. Kohl's reserves the right to monitor messages by authorized Kohl's Associates at any time without any further consent. image/jpeg
Re: how can I capture system ID
Yes you'r exactly right but there is small change the user will have chance
to select multiple records and the user's will have there own specific
location (many_to_many)..so if for example if you'r end user if you want
to import any document you will go to you'r sirectory on share point ..I
believ you got my pointso ...I want to create a dynami URL which takes
every user to their specific locations so that they can retrive the
documents..this is what I want but thank's a lot lister's for helping me
after very bad start for me .
Thanks
Theo Fondse wrote:
Gok,
It sounds to me like you want to integrate Microsoft SharePoint with a
Remedy (ARS 7.0.0) Form.
You want to create a button on the Remedy form to pop up a document stored
on SharePoint.
This means building a URL in a character field that contains the Windows
login name of the user (LAN ID) and then passing the URL to the browser
that will open up the document from SharePoint.
Is this correct?
Do you intend to use Mid-Tier or The Remedy User Tool as front-end?
Or do you intend for the Remedy server to automatically download the
document from SharePoint and attach it to an attachment field?
Do you also want to submit a document to SharePoint?
Best Regards,
Theo J. Fondse
Systems Engineer
Remedy Integrated Solutions (Pty.) Ltd.
South Africa
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC 96
CS/SCCE
Sent: 13 November 2008 16:54
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
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ml
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Re: how can I capture system ID
well I am using mid tier
thanks
LJ LongWing (Head) wrote:
What client are you using? MidTier or Native Client?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
HI,
Thank you for you responce's I mean OS log in ID not ARS log in ID.
If any body got ideas please post
thank you.
Kaiser Norm E CIV USAF 96 CS/SCCE wrote:
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%; return
(return_value) }
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
View this message in context:
http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.
ht
ml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
__
__
___
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Re: how can I capture system ID
Let's start over, Gok...how about this: Welcome to ARSList! We're glad
to have you.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 3:07 PM
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
Yes you'r exactly right but there is small change the user will have
chance
to select multiple records and the user's will have there own specific
location (many_to_many)..so if for example if you'r end user if you
want
to import any document you will go to you'r sirectory on share point ..I
believ you got my pointso ...I want to create a dynami URL which
takes
every user to their specific locations so that they can retrive the
documents..this is what I want but thank's a lot lister's for helping me
after very bad start for me .
Thanks
Theo Fondse wrote:
Gok,
It sounds to me like you want to integrate Microsoft SharePoint with a
Remedy (ARS 7.0.0) Form.
You want to create a button on the Remedy form to pop up a document
stored
on SharePoint.
This means building a URL in a character field that contains the
Windows
login name of the user (LAN ID) and then passing the URL to the
browser
that will open up the document from SharePoint.
Is this correct?
Do you intend to use Mid-Tier or The Remedy User Tool as front-end?
Or do you intend for the Remedy server to automatically download the
document from SharePoint and attach it to an attachment field?
Do you also want to submit a document to SharePoint?
Best Regards,
Theo J. Fondse
Systems Engineer
Remedy Integrated Solutions (Pty.) Ltd.
South Africa
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of Kaiser, Norm E CIV USAF AFMC
96
CS/SCCE
Sent: 13 November 2008 16:54
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your
shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%;
return (return_value)
}
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
View this message in context:
http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.ht
ml
Sent from the ARS (Action Request System) mailing list archive at
Nabble.com.
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Re: how can I capture system ID
I see in a separate thread that you seem to be in good hands with Theo. One
comment regarding getting the login ID via javascript, experiments in this
realm have shown me that you can't be using your IIS (if it is IIS that you
are on) in anonymous mode, otherwise it won't be able to pass the
information onto MidTier.
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
well I am using mid tier
thanks
LJ LongWing (Head) wrote:
What client are you using? MidTier or Native Client?
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 10:25 AM
To: arslist@ARSLIST.ORG
Subject: Re: how can I capture system ID
HI,
Thank you for you responce's I mean OS log in ID not ARS log in ID.
If any body got ideas please post
thank you.
Kaiser Norm E CIV USAF 96 CS/SCCE wrote:
Gok:
I assume by LAN ID you mean the user's username?
If you're trying to capture this through the Midtier, you could try
this:
Create a little Java function in a .jsp file and put it in your shared
folder on your Midtier:
Name the file something like /arsys/shared/get_remote_user.jsp.
get_remote_user.jsp contains:
function env_ip_var()
{
var return_value = %=request.getRemoteUser()%; return
(return_value) }
In the Web Header content of the form you want to capture this on,
add...
SCRIPT src=/arsys/shared/get_remote_user.jsp
language=JavaScript/SCRIPT
To set a field with the data from the JavaScript functions do the
following in an active link...
Run Process Command Line:
javascript:window.F().DoSet(env_hostname());
Be sure to change with the field ID of the field you want to
set.
I think this might work.
Norm
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:[EMAIL PROTECTED] On Behalf Of gok's
Sent: Thursday, November 13, 2008 8:38 AM
To: arslist@ARSLIST.ORG
Subject: how can I capture system ID
HI,
I want set to capture user id or lan ID how can I do that.
I am using ARS 7.0
database sybase
--
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http://www.nabble.com/how-can-I-capture-system-ID-tp20481624p20481624.
ht
ml
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AUTO: Jeffery E Jackson/NA/Johnson_Controls is out of the office. (returning 11/17/2008)
I am out of the office until 11/17/2008. For immediate assistance, please email the [EMAIL PROTECTED] or create a case and assign it to the jc.remedy.data admin.gl team in Remedy. Note: This is an automated response to your message arslist Digest - 12 Nov 2008 to 13 Nov 2008 - Special issue (#2008-464) sent on 11/13/2008 4:17:50 PM. This is the only notification you will receive while this person is away. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: Problem dashboards empty
Hi Anne might be a stupid question, but did you check the actual Visualization field which calls the Flashboard? sometimes the field loses the definition. thanks shafqat --- On Thu, 11/13/08, Ramey, Anne [EMAIL PROTECTED] wrote: From: Ramey, Anne [EMAIL PROTECTED] Subject: Problem dashboards empty To: arslist@ARSLIST.ORG Date: Thursday, November 13, 2008, 2:35 PM ** When I installed ITSM patch 7 (for 7.03), I now have Flashboards on the Problem Manager consoles that appear, but contain no data. I cannot see anything wrong with the flashboard, or the flashboard variables. The Incident Manager consoles flashboards are fine. Has anyone else seen this, or something like it? Thanks, Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. __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: OT - Does any one how to do the archiving records in ARS 7.0 version
The only way for him to post from Nabble is with a subscription to the list. The only subscription to Nabble.com is one way. .. Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Sanford, Claire Sent: November 13, 2008 3:44 PM To: arslist@ARSLIST.ORG Subject: OT - Does any one how to do the archiving records in ARS 7.0 version I agree. We have been a bit middle schoolish regarding gok's questions. He is posting from Nabble. Nothing wrong with that... but it isn't the list. He came onto the Remedy scene on 8/14 with an email titled I am new to ARS I need help, in the month of August there were 6 email from him asking the same kind of questions that had no personal or system information in them. Just what he wanted to do and asking how to do it. Nothing about how he tried this and it failed and he tried that and it failed. Now we are in November - 4 months later and he has had all this time to read the list, the manuals and to visit BMC's site and KB. He is still asking the same questions without any information included other than his question. Sure, as someone said, there may be a language barrier. There are plenty of translation tools available on the internet. Google has an excellent one! http://www.google.com/language_tools?hl=en I don't know if they still do, but Remedy used to provide documentation in other languages as well. I think the good humor of the group dissipates when people take the time and experience of the group for granted. Did you notice, when he asked his question with at least SOME environment information, he got answers? We all ask basic questions from time to time... it happens. But at least when we ask them, we have pretty much tried to do it ourselves or read the manual and just can't grasp it. Grumpiness Happens! -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Opela, Gary L CTR USAF AFMC 72 CS/SCBAH Sent: Thursday, November 13, 2008 2:21 PM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version You all always talk about this being a professional place, so people should give their full names. The actions I've seen and the posts I've seen over the last few days are much less than professional. It reminds me quite a lot of middle school, in fact. Gok, do you have any of the remedy manuals? If not, then if you have a support contract, you can download them from www.bmc.com/remedy. The manuals discuss in depth the process of archiving. If you are having a hard time finding where in the documentation the sections on archiving are, then you can open the document titled Master Index and search that for Archive or Archiving. From there, you can click a link to the correct document, assuming you save all of the pdf file documents to the same folder. Thanks, Gary Opela, Jr. -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Gidd Sent: Thursday, November 13, 2008 2:18 PM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** OMG !!! LOL From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, November 13, 2008 11:18 AM To: arslist@ARSLIST.ORG Subject: Re: Does any one how to do the archiving records in ARS 7.0 version ** Yes On Thu, Nov 13, 2008 at 12:30 PM, gok's [EMAIL PROTECTED] wrote: -- View this message in context: http://www.nabble.com/Does-any-one-how-to-do-the-archiving-records-in-AR S-7.0-version-tp20486706p20486706.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ Platinum Sponsor: www.rmsportal.com http://www.rmsportal.com/ ARSlist: Where the Answers Are __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 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
API User Access - Can it be limited?
Hi Everyone, This will be our first plunge into the world of Remedy API creation. We have a portal page through a java application that we're going to let our external customers submit Help Tickets on. We'll be using the API to take the info on that portal page and submit to a staging form in Remedy. From there it's all covered with regular filters to create the HT and retrieve all other required field information to complete the record properly. The API will also be retrieving information from various forms for menu type fields and to show open HTs. My question is: I know I have to create a Remedy User account and from what I've researched I have to give the account admin rights. That makes me very nervous. That means I'll be giving an outside group power within Remedy and they have a history of over utilizing rights. Is there a way for me to limit their 'write' permissions to just that staging form? I haven't used subadmin permissions either. I lead a sheltered life as a one-person shop, all powerful Remedy Queen. Could I create a separate permission group with only that API User in it and give that group change rights on all the fields on the form. Then give the form subadmin rights for that group also. Would that satisfy the API's requirements? The API will be getting information from several forms, does it require more than Read rights to obtain the info. The API will only be submitting to the one staging form. I appreciate your help. Thanks, Susan ARS v7.0.1P3 platform, user, admin Oracle 10g Windows 2003 server API - I provided them with the 7.1 API documentation Susan Palmer Enterprise Remedy Developer and Administrator ShopperTrak RCT Corporation 200 W Monroe St 11th Floor Chicago, IL 60606 Office 312-529-5325 Cell 312-502-7687 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: API User Access - Can it be limited?
Susan, If the Remedy user account in question will ONLY be submitting data, (and searching for data) then it can use a Read or Read-Restricted license. If you need to create a custom Group and give that group access to the form (visible or hidden should not matter). Next make all the fields that the user will be supplying Allow Any User to Submit permissions. Also make the User account a member of the custom group, and any other groups (other than Administrator) that they need to be able to query for the menu data that they will be looking for too. HTH. P.S. ... Why not use the Mid-Tier? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Thu, Nov 13, 2008 at 10:22 PM, Susan Palmer [EMAIL PROTECTED] wrote: ** Hi Everyone, This will be our first plunge into the world of Remedy API creation. We have a portal page through a java application that we're going to let our external customers submit Help Tickets on. We'll be using the API to take the info on that portal page and submit to a staging form in Remedy. From there it's all covered with regular filters to create the HT and retrieve all other required field information to complete the record properly. The API will also be retrieving information from various forms for menu type fields and to show open HTs. My question is: I know I have to create a Remedy User account and from what I've researched I have to give the account admin rights. That makes me very nervous. That means I'll be giving an outside group power within Remedy and they have a history of over utilizing rights. Is there a way for me to limit their 'write' permissions to just that staging form? I haven't used subadmin permissions either. I lead a sheltered life as a one-person shop, all powerful Remedy Queen. Could I create a separate permission group with only that API User in it and give that group change rights on all the fields on the form. Then give the form subadmin rights for that group also. Would that satisfy the API's requirements? The API will be getting information from several forms, does it require more than Read rights to obtain the info. The API will only be submitting to the one staging form. I appreciate your help. Thanks, Susan ARS v7.0.1P3 platform, user, admin Oracle 10g Windows 2003 server API - I provided them with the 7.1 API documentation Susan Palmer Enterprise Remedy Developer and Administrator ShopperTrak RCT Corporation 200 W Monroe St 11th Floor Chicago, IL 60606 Office 312-529-5325 Cell 312-502-7687 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: API User Access - Can it be limited?
Susan, I'm not familiar with the requirement that you are talking about that requires the user to be an Admin. From my understanding, any API tool can use any user that's valid in the system for the function they are trying to do, and due to the fact that the user tool is nothing more than a vendor provided api client...I'm wondering where you got that information. If my understanding is correct you could have the user account in question be a read only user account that had permissions only to pull the information it needs, and create records in the staging table. _ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer Sent: Thursday, November 13, 2008 8:22 PM To: arslist@ARSLIST.ORG Subject: API User Access - Can it be limited? ** Hi Everyone, This will be our first plunge into the world of Remedy API creation. We have a portal page through a java application that we're going to let our external customers submit Help Tickets on. We'll be using the API to take the info on that portal page and submit to a staging form in Remedy. From there it's all covered with regular filters to create the HT and retrieve all other required field information to complete the record properly. The API will also be retrieving information from various forms for menu type fields and to show open HTs. My question is: I know I have to create a Remedy User account and from what I've researched I have to give the account admin rights. That makes me very nervous. That means I'll be giving an outside group power within Remedy and they have a history of over utilizing rights. Is there a way for me to limit their 'write' permissions to just that staging form? I haven't used subadmin permissions either. I lead a sheltered life as a one-person shop, all powerful Remedy Queen. Could I create a separate permission group with only that API User in it and give that group change rights on all the fields on the form. Then give the form subadmin rights for that group also. Would that satisfy the API's requirements? The API will be getting information from several forms, does it require more than Read rights to obtain the info. The API will only be submitting to the one staging form. I appreciate your help. Thanks, Susan ARS v7.0.1P3 platform, user, admin Oracle 10g Windows 2003 server API - I provided them with the 7.1 API documentation Susan Palmer Enterprise Remedy Developer and Administrator ShopperTrak RCT Corporation 200 W Monroe St 11th Floor Chicago, IL 60606 Office 312-529-5325 Cell 312-502-7687 __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
MSG:Do you want to save request?
Hello, I get the following message, when i move from one record to another in the search table of the form (ex CHG:ChangeJoinAPDetailSig) even when i have not made any changes on the record. To stop this message from coming i need to explicitly write an Active link on Display/window load/search with Run Process SET-CHANGE-FLAG 0 action. My concern is that when i do the same activity on some other form ( for ex. AP:Alternate), i dont get the above message even when i have not written any specific Active link. Could you please tell me - 1) Why the two form behave differntly ? 2) Is there any another way to stop the message from coming other than writing an Active link ? With Regards, Anuj Dua ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are Outlook.jpg
Re: ARERR [8961] Required element expected in the input XML document
Joe, Phil, thank you very much. I also created a new web service on my own and it works now. The intention to use the provided web service was to keep as close to the out of the box implementation as possible. Kind regards, Albert Phil Murnane schrieb: ** Albert: I agree with Joe, when I've tried to use the default WS that is intalled with Incident Management, I've always run into problems. I usually just create an entirely new WS and use that. One benefit of doing this is that all fields on the HPD:IncidentInterface_Create form are exposed in the WS. One bad thing in using this approach is that you'll have to rebuild any Filter actions that use Set Fields to the old WS (BMC's tools don't allow you to reload the WSDL without losing the existing input output maps). FWIW, --Phil *From:* Joe DeSouza [EMAIL PROTECTED] *To:* arslist@ARSLIST.ORG *Sent:* Wednesday, November 12, 2008 11:13:02 AM *Subject:* Re: ARERR [8961] Required element expected in the input XML document ** Albert, Try recreating the whole mapping or revisit the web service mappings and take a look at the properties of each element. They should match the actual data type on the form. I think I did have a problem with the original web service that came out of the box on a few occasions when I had to use it, and redoing the mapping and flushing the mid-tier cache made the problem go away. Hope this helps.. Cheers Joe *From:* Albert Bihler [EMAIL PROTECTED] *To:* arslist@ARSLIST.ORG *Sent:* Wednesday, November 12, 2008 4:05:22 AM *Subject:* ARERR [8961] Required element expected in the input XML document Hi list, I have got two ARS servers one with ITSM7 (server A) and one just with ARS installed (server B). I am trying to use HPD_IncidentInterface_WS web service that comes with ITSM 7 to modify existing incident tickets. Therefore I created a form on server B that holds the Fields I'd like to passt so server A and a filter that uses the HPD_IncidentInterface_WS web service on server B in a set field action. I have mapped every field that has to be providet in the Input Mapping. In the Output Mapping I cant map any field to the HelpDesk_Modify_ServiceResponse element because of a message stating: Invalid mapping because of incompatible data types. AR Datatype - Character can only be mapped to XML Datatype - strin, integer, nonPositiveInteger,... (ARERR 2999). Similar message if I try to map an enum fild. I think this is because the Object Properties dialog box for this element states nothing for Type. If I save the filter without the output mapping I get the following message in the user tool: ARERR [8961] Required element expected in the input XML document : HelpDesk_Modify_ServiceResponse What I am doing wrong? Creating incident tickets using HPD_IncidentInterface_Create_WS web services workes without problems. Thanks in advance for any hints ans suggestions. Kind regards, Albert __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___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
Re: MSG:Do you want to save request?
Looks like on display of the data there is an AL running which is setting some field(s) on the form you are getting the warning message and the field(s) do not have the disable change flag property enabled. Look at the offending ALs and then see which field(s) are being set from the ALs. Once you know the offending fields, if you were to open the field properties dialog, you will notice that there is an option at the left bottom of the main tab in the property page to check the Disable Change Flag option, if there is no check mark next to that option, you will get the warning you have been getting. Once you have this option checked for all the offending fields, you would not have to write the other AL that you have mentioned in your post. Again, make sure you test this out with actually making a change to other fields on the form and those changes get saved. It is always better to be safe than sorry. Cheers, -- Shyam - Original Message - From: Anuj DUA Newsgroups: gmane.comp.crm.arsystem.general To: arslist@ARSLIST.ORG Sent: Thursday, November 13, 2008 10:01 PM Subject: MSG:Do you want to save request? ** Hello, I get the following message, when i move from one record to another in the search table of the form (ex CHG:ChangeJoinAPDetailSig) even when i have not made any changes on the record. To stop this message from coming i need to explicitly write an Active link on Display/window load/search with Run Process SET-CHANGE-FLAG 0 action. My concern is that when i do the same activity on some other form ( for ex. AP:Alternate), i dont get the above message even when i have not written any specific Active link. Could you please tell me - 1) Why the two form behave differntly ? 2) Is there any another way to stop the message from coming other than writing an Active link ? With Regards, Anuj Dua __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 AreOutlook.jpg
Re: Load Balanced Remedy - Load Balanced Oracle environments?
The DBA reasoning : that the RAC is normally configured in a failover mode. Haven't spoken to him directly though. It would be a pain if it didn't scale, as we're looking at potentially massive increases in workload - in the next few weeks database utilisation is expected to jump up to around 70%, and we're expecting much bigger leaps in application functionality and users. Many thanks - as a few have said they're running against an Oracle RAC fine, then we'll have to look into configurations. Regards Dave -Original Message- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] Behalf Of Ramey, Anne Sent: 13 November 2008 20:47 To: arslist@ARSLIST.ORG Subject: Re: Load Balanced Remedy - Load Balanced Oracle environments? ** We are running with an Oracle RAC configuration and it works fine. Anne Ramey *** E-mail correspondence to and from this address may be subject to the North Carolina Public Records Law and may be disclosed to third parties only by an authorized State Official. From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Joe DeSouza Sent: Thursday, November 13, 2008 12:54 PM To: arslist@ARSLIST.ORG Subject: Re: Load Balanced Remedy - Load Balanced Oracle environments? ** Did your DBA give you any reasons why it would not work? Theoretically it should.. All that Remedy requires is a connection string to the database (TWO_TASK if its a remote database - in a cluster this will most definitely be the case). Joe _ From: Barber, David [EMAIL PROTECTED] To: arslist@ARSLIST.ORG Sent: Thursday, November 13, 2008 10:59:56 AM Subject: Load Balanced Remedy - Load Balanced Oracle environments? ** Been asked an intriguing question. Our current Remedy environment : - Hardware load balancer - 2 x ARS 7.0.1 Remedy servers running on Solaris - 1 x Oracle database server running on Solaris Looking to the future and scaling the application, we're looking at load balanced Oracle solutions (I've heard about an Oracle RAC - real application cluster?), and our DBA has stated that Remedy will not work against an Oracle RAC in a load balanced mode. Anyone on the list have experience of running Remedy against a load balanced Oracle cluster? Any case studies, or information to share? Regards Dave Barber This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are
