date:20090923

Duy Do,
A common misconception with webservices is that you can't 'push' to the web
service.  A setfields action consuming a web service IS a push.  You provide
input, they provide output, plain and simple.  If your NMS System supports
web services (publishes a WSDL), then you can consume that web service with
any information you need to provide to them in the input mapping, and they
provide 'results' in the output mapping.  As Carey mentioned, there are
nearly limitless integrations that you can make via the various options that
he mentioned.  The most 'in vogue' at the moment is webservices.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Duy Do
Sent: Tuesday, September 22, 2009 11:33 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services


** 

Hi,

 

For clarification and bit of background:

 

What we're trying to do is integrate our network monitoring system with our
remedy system forms.

 

1.   Alarms will arrive into our NMS system, certain alarms then to be
replicated into a remedy alarms table. We can do this by publishing the
remedy alarms form and the NMS system should be able to send a SOAP request
to create a record. The NMS system will send through the Alarm ID which is
unique.

 

2.   From remedy,  a user will then create a fault ticket and relate the
newly created alarms from the NMS system.

 

3.   On creation of the fault ticket we need to then pass the fault
ticket id back to the related alarm record that is in the NMS system. THIS
IS WHAT I NEED ASSISTANCE WITH.

 

Hope this explains it better.

 

Chintan, thank you for your comments. I did read up the integration notes
and how remedy can consume a web service. But i believe it describes how we
can retrieve data from the web service into remedy forms, i would like to
push data from remedy forms via web services to our NMS application.

 

Thank you,

 

Duy Do

 

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Chintan Shah
Sent: Wednesday, 23 September 2009 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

 

** 


Hi Duy,

Can you elaborate more on process flow?

I am assuming there are 2 parts to this
1. Able to push data from a remedy form.
2. Update a record within another application consuming an external web
service.


From app A you can push data to app B through Push Fields action, and at
the same time you can trigger a filter on Modify on App B to consume data
from an external webservice (Set Fields--Set fields from Web-Service).
You need to have a WSDL file of external app. Once, you Load WSDL, map the
input and output parameters and Remedy will take care from thereon.


Thanks
Chintan

--- On Tue, 9/22/09, Duy Do duy...@broadcastaustralia.com.au wrote:


From: Duy Do duy...@broadcastaustralia.com.au
Subject: Question around Remedy Web Services
To: arslist@ARSLIST.ORG
Date: Tuesday, September 22, 2009, 5:43 PM

** 

Hi,

 

One of our requirements is to be able to push data from a remedy form and
update a record within another application consuming an external web
service.

 

Firstly is this possible and does anyone know where i can find a white paper
discussing this type of integration?

 

Thank you in advance,

 

  _  


Duy Do


Software Development Team Leader


Level 10, Tower A, 799 Pacific Highway NSW 2067


Mail PO Box 1212, Crows Nest NSW 1585


Direct +61 (0) 2 8113 4658

Mobile +61 (0) 421 342 420


Fax +61 (0) 2 8113 4646

Switch +61 (0) 2 8113 4666


 http://www.broadcastaustralia.com.au www.broadcastaustralia.com.au




 

 

 



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which case neither is intended to be waived. If received in error, please
contact us and delete all copies. Before opening or using attachments, check
them for viruses and defects. Our liability is limited to resupplying any
affected attachments.

 

 


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Are_ 


_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
Are_


 




***

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which case neither is intended to be waived. If received in error, please
contact us and delete all copies. Before opening or using attachments, check
them for viruses and defects. Our liability is limited to resupplying any
affected attachments.

 

 


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Are_

Re: Question around Remedy Web Services

Consuming a web service that another application has published is covered in 
the Integrating with Plug-ins and Third-Party Products Manual

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Duy Do
Sent: Tuesday, September 22, 2009 7:43 PM
To: arslist@ARSLIST.ORG
Subject: Question around Remedy Web Services

** 
Hi,

One of our requirements is to be able to push data from a remedy form and 
update a record within another application consuming an external web service.

Firstly is this possible and does anyone know where i can find a white paper 
discussing this type of integration?

Thank you in advance,


Duy Do
Software Development Team Leader
Level 10, Tower A, 799 Pacific Highway NSW 2067
Mail PO Box 1212, Crows Nest NSW 1585
www.broadcastaustralia.com.au

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Re: Question around Remedy Web Services

FYI:   Web Services has been around since ARS v5.1.x (I started using them with 
5.1.2)

Also  #7 is the default method that Netcool uses to receive data back from 
Remedy

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 23, 2009 6:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Duy,

AR System has had the ability to call a published web service ( form
some external application ) for years. ( started in v6.0? ) However,
there are a few technical restrictions. The best starting point is
that AR System was designed around the optional Web Services
Description Language (WSDL) as the starting point. So if your NMS has
a WSDL for a Web Service that is publishes then AR System has a good
shot at being able to Push data to your NMS with very little effort
to integrate the two systems.

However, there are other options too.

AR System has always been a very open platform. As a developer you
have quiet a bit of access to build integrations to and from AR
System. In this case you need the How to integrate 'from' AR System.
details.

You have all of the following as Push options from AR System.

1) Fork a process
Which comes in two flavors:
   1a) Fork a process and do not wait for the response (AKA: Run Process action)
   1b) Fork a process and wait for a response (AKA: SetField action
with $PROCESS$ value for a field)

2) ARFilter Plugin (ARF API) (Again a SetField action)
   This allows you to write to any API code and pass values into the
ARF Plugin with a SetField action.
   It also allows your API code to return as many values (I have not
seen a limit yet) as you need too as well.
   If your NMS System has a C or Java API and it's Web Service does
not have a WSDL (or you can not figure out how to make a WSDL for it.)
then this may be a good option. ( If you know how to program in C
and/or Java.)

3) If the NMS can support receiving and processing email as an
integration point then you also could send an email (formatted to the
NMS's requirements) to send the message back to the NMS too.

4) Any obviously the Web Services consumption option that we already mentioned.

5) AR System lets to Log to file a transaction record and then you
can have an external log parser do the work to pass along the
information to the external system.

6) Write to a local DB table and let something poll or trigger based
on that tables data.

7) I have even seen examples of people using the AR System Alert
clients to be a kind of out bound signal to a custom developed daemon.
The custom daemon then uses whatever API/integration the remote side
needs to use to be told what it needs to be told.

And I think that I am still missing a few options too ( Maybe
others from ARSList can help add to that list.)

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Wed, Sep 23, 2009 at 1:32 AM, Duy Do
duy...@broadcastaustralia.com.au wrote:

 Hi,

 For clarification and bit of background:

 What we're trying to do is integrate our network monitoring system with our 
 remedy system forms.

 1.   Alarms will arrive into our NMS system, certain alarms then to be 
 replicated into a remedy alarms table. We can do this by publishing the 
 remedy alarms form and the NMS system should be able to send a SOAP request 
 to create a record. The NMS system will send through the Alarm ID which is 
 unique.

 2.   From remedy,  a user will then create a fault ticket and relate the 
 newly created alarms from the NMS system.

 3.   On creation of the fault ticket we need to then pass the fault 
 ticket id back to the related alarm record that is in the NMS system. THIS IS 
 WHAT I NEED ASSISTANCE WITH.

 Hope this explains it better.

 Chintan, thank you for your comments. I did read up the integration notes and 
 how remedy can consume a web service. But i believe it describes how we can 
 retrieve data from the web service into remedy forms, i would like to push 
 data from remedy forms via web services to our NMS application.

 Thank you,

 Duy Do

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Chintan Shah
 Sent: Wednesday, 23 September 2009 1:16 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Question around Remedy Web Services

 Hi Duy,

 Can you elaborate more on process flow?

 I am assuming there are 2 parts to this
 1. Able to push data from a remedy form.
 2. Update a record within another application consuming an external web 
 service.

 From app A you can push data to app B through Push Fields action, and at 
 the same time you can trigger a filter on Modify on App B to consume data 
 from an external webservice (Set Fields--Set fields from

Re: Three (more) reasons to attend WWRUG

2009-09-23 Thread Daniel Bloom

I don't automatically support everyone named Dan,
but in this case I would like to thank Dan, and Aeroprise for their support.
 
As most will remember Aeroprise was voted by the ARSlist  the commercial
3rd party product of the year three years
in a row, so certainly it is the preferred choice of the ARSlist community.
 
I know other companies are competing for preferred choice status. 
 
I suggest to them to get a booth at WWRUG, get your customers to show up,
and make your case to the community.
 
cheers  Dan
 

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Dan Turchin
Sent: September 22, 2009 5:38 PM
To: arslist@ARSLIST.ORG
Subject: Three (more) reasons to attend WWRUG


** 
All,
 
As long-time fans and supporters of Remedy and the ARSList, we're looking
forward to WWRUG in Vegas. Dan, Joel, Phil, and Lenny have done an excellent
job organizing the conference. We're happy to be sponsoring not just because
it helps Aeroprise but because we're proud to give back to the community
that has done so much for us. With that said, it has come to our attention
that many of you are fashionably late registering.
 
I realize if you're on this list you're probably either attending, lobbying
to attend, or disappointed having tried. So this may fall on deaf ears but
consider it an appeal just the same. To help get you (or management) over
the edge, here are three reasons to attend WWRUG (none of which must stay in
Vegas - perhaps three of those in a separate email):
 
1. Five days that will advance your career years - just ask anyone who has
attended past RUGs.
2. There's no better way to build internal support for Remedy - the ideas
and relationships you'll walk away with are priceless.
3. The keynote speaker will wear a Hawaiian shirt and hiking boots - need I
say more?
 
The Remedy developer community has been vibrant, supportive, and quirky
through so much for so many years. For all of our benefit, do your best to
attend and let's keep it that way for many years to come.
 
Hope to see you there!
 
-dan
 
CEO, Aeroprise, Inc.
d...@aeroprise.com
(650)404-1188 x105
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers
Are_ 

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Re: Question around Remedy Web Services

2009-09-23 Thread Brittain, Mark

Currently I have a filter that on create performs a Run Process action using 
the perl script. The perl script sends xml to an external biztalk server. If I 
understand this discussion correctly I should be able to do the following

Create a Set Fields, read from Web Service
Choose load WSDL file
Choose the operation and set/verify the mapping

Would this work, allowing me to get away from the perl stuff, or am I lost in 
space?

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 23, 2009 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

FYI:   Web Services has been around since ARS v5.1.x (I started using them with 
5.1.2)

Also  #7 is the default method that Netcool uses to receive data back from 
Remedy

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 23, 2009 6:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Duy,

AR System has had the ability to call a published web service ( form
some external application ) for years. ( started in v6.0? ) However,
there are a few technical restrictions. The best starting point is
that AR System was designed around the optional Web Services
Description Language (WSDL) as the starting point. So if your NMS has
a WSDL for a Web Service that is publishes then AR System has a good
shot at being able to Push data to your NMS with very little effort
to integrate the two systems.

However, there are other options too.

AR System has always been a very open platform. As a developer you
have quiet a bit of access to build integrations to and from AR
System. In this case you need the How to integrate 'from' AR System.
details.

You have all of the following as Push options from AR System.

1) Fork a process
Which comes in two flavors:
   1a) Fork a process and do not wait for the response (AKA: Run Process action)
   1b) Fork a process and wait for a response (AKA: SetField action
with $PROCESS$ value for a field)

2) ARFilter Plugin (ARF API) (Again a SetField action)
   This allows you to write to any API code and pass values into the
ARF Plugin with a SetField action.
   It also allows your API code to return as many values (I have not
seen a limit yet) as you need too as well.
   If your NMS System has a C or Java API and it's Web Service does
not have a WSDL (or you can not figure out how to make a WSDL for it.)
then this may be a good option. ( If you know how to program in C
and/or Java.)

3) If the NMS can support receiving and processing email as an
integration point then you also could send an email (formatted to the
NMS's requirements) to send the message back to the NMS too.

4) Any obviously the Web Services consumption option that we already mentioned.

5) AR System lets to Log to file a transaction record and then you
can have an external log parser do the work to pass along the
information to the external system.

6) Write to a local DB table and let something poll or trigger based
on that tables data.

7) I have even seen examples of people using the AR System Alert
clients to be a kind of out bound signal to a custom developed daemon.
The custom daemon then uses whatever API/integration the remote side
needs to use to be told what it needs to be told.

And I think that I am still missing a few options too ( Maybe
others from ARSList can help add to that list.)

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.


On Wed, Sep 23, 2009 at 1:32 AM, Duy Do
duy...@broadcastaustralia.com.au wrote:

 Hi,

 For clarification and bit of background:

 What we're trying to do is integrate our network monitoring system with our 
 remedy system forms.

 1.   Alarms will arrive into our NMS system, certain alarms then to be 
 replicated into a remedy alarms table. We can do this by publishing the 
 remedy alarms form and the NMS system should be able to send a SOAP request 
 to create a record. The NMS system will send through the Alarm ID which is 
 unique.

 2.   From remedy,  a user will then create a fault ticket and relate the 
 newly created alarms from the NMS system.

 3.   On creation of the fault ticket we need to then pass the fault 
 ticket id back to the related alarm record that is in the NMS system. THIS IS 
 WHAT I NEED ASSISTANCE WITH.

 Hope this explains it better.

 Chintan, thank you for your comments. I did read up the integration notes and 
 how remedy can consume a web service. But i believe it describes how we can 
 retrieve data from the web service into remedy forms, i would like to push 
 data from remedy forms via web services to our NMS application.

 Thank you,

Re: Question around Remedy Web Services

Yes, as long as your external BizTalk server does web services, and the wsdl
they provide is in a format that Remedy can read properly. 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Wednesday, September 23, 2009 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Currently I have a filter that on create performs a Run Process action using
the perl script. The perl script sends xml to an external biztalk server. If
I understand this discussion correctly I should be able to do the following

Create a Set Fields, read from Web Service Choose load WSDL file Choose the
operation and set/verify the mapping

Would this work, allowing me to get away from the perl stuff, or am I lost
in space?

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 23, 2009 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

FYI:   Web Services has been around since ARS v5.1.x (I started using them
with 5.1.2)

Also  #7 is the default method that Netcool uses to receive data back from
Remedy

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 23, 2009 6:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Duy,

AR System has had the ability to call a published web service ( form some
external application ) for years. ( started in v6.0? ) However, there are a
few technical restrictions. The best starting point is that AR System was
designed around the optional Web Services Description Language (WSDL) as the
starting point. So if your NMS has a WSDL for a Web Service that is
publishes then AR System has a good shot at being able to Push data to
your NMS with very little effort to integrate the two systems.

However, there are other options too.

AR System has always been a very open platform. As a developer you have
quiet a bit of access to build integrations to and from AR System. In this
case you need the How to integrate 'from' AR System.
details.

You have all of the following as Push options from AR System.

1) Fork a process
Which comes in two flavors:
   1a) Fork a process and do not wait for the response (AKA: Run Process
action)
   1b) Fork a process and wait for a response (AKA: SetField action with
$PROCESS$ value for a field)

2) ARFilter Plugin (ARF API) (Again a SetField action)
   This allows you to write to any API code and pass values into the ARF
Plugin with a SetField action.
   It also allows your API code to return as many values (I have not seen a
limit yet) as you need too as well.
   If your NMS System has a C or Java API and it's Web Service does not have
a WSDL (or you can not figure out how to make a WSDL for it.) then this may
be a good option. ( If you know how to program in C and/or Java.)

3) If the NMS can support receiving and processing email as an integration
point then you also could send an email (formatted to the NMS's
requirements) to send the message back to the NMS too.

4) Any obviously the Web Services consumption option that we already
mentioned.

5) AR System lets to Log to file a transaction record and then you can
have an external log parser do the work to pass along the information to
the external system.

6) Write to a local DB table and let something poll or trigger based on that
tables data.

7) I have even seen examples of people using the AR System Alert
clients to be a kind of out bound signal to a custom developed daemon.
The custom daemon then uses whatever API/integration the remote side needs
to use to be told what it needs to be told.

And I think that I am still missing a few options too ( Maybe others
from ARSList can help add to that list.)

--
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP) ARS = Action Request
System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.

On Wed, Sep 23, 2009 at 1:32 AM, Duy Do
duy...@broadcastaustralia.com.au wrote:

 Hi,

 For clarification and bit of background:

 What we're trying to do is integrate our network monitoring system with
our remedy system forms.

 1.   Alarms will arrive into our NMS system, certain alarms then to be
replicated into a remedy alarms table. We can do this by publishing the
remedy alarms form and the NMS system should be able to send a SOAP request
to create a record. The NMS system will send through the Alarm ID which is
unique.

 2.   From remedy,  a user will then create a fault ticket and relate
the newly created alarms from the NMS system.

 3.   On creation of the fault ticket we need to then pass the fault
ticket id back to the related alarm record that is in the NMS system. THIS
IS

ITSM, CMDB and patches...

Hi,

Current implementation:


AR System 7.01
CMDB 2.0.1 Patch 3
Asset 7.0.02 Patch 004
Change 7.0.02 Patch 004

The goal is to upgrade to:
Asset 7.0.03 Patch 009
Change 7.0.03 Patch 009


1)
Does CMDB need to be upgraded to version 2.1, or can 2.0.1 be used?

2)
Does the patch 009 also update CMDB?

3)
Can 7.0.03 Patch 009 be applied, and then this add all changes since
7.0.02 Patch 004, or does we need to install additional patches?



Next step; AR 7.5 and CMDB 7.5...


Regards,
Jarl

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Re: Question around Remedy Web Services

2009-09-23 Thread Thad K Esser

...And you've installed the web service plugin.

Consuming a web service (via the set fields as mentioned below) uses only
that plugin, and doesn't depend on the mid-tier at all.

Also, be aware there are settings (both in the admin tool/dev studio and on
the AR server itself) that allow you to define a proxy server if needed.

Thad Esser
Remedy Developer
Now... Just where did I put that cheese...?


|
| From:  |
|
  
--|
  |LJ Longwing lj.longw...@gmail.com  
 |
  
--|
|
| To:|
|
  
--|
  |arslist@ARSLIST.ORG  
 |
  
--|
|
| Date:  |
|
  
--|
  |09/23/2009 10:18 AM  
 |
  
--|
|
| Subject:   |
|
  
--|
  |Re: Question around Remedy Web Services  
 |
  
--|
|
| Sent by:   |
|
  
--|
  |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG   
 |
  
--|





Yes, as long as your external BizTalk server does web services, and the
wsdl
they provide is in a format that Remedy can read properly.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Wednesday, September 23, 2009 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Currently I have a filter that on create performs a Run Process action
using
the perl script. The perl script sends xml to an external biztalk server.
If
I understand this discussion correctly I should be able to do the following

Create a Set Fields, read from Web Service Choose load WSDL file Choose the
operation and set/verify the mapping

Would this work, allowing me to get away from the perl stuff, or am I lost
in space?

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 23, 2009 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

FYI:   Web Services has been around since ARS v5.1.x (I started using them
with 5.1.2)

Also  #7 is the default method that Netcool uses to receive data back from
Remedy

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 23, 2009 6:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Duy,

AR System has had the ability to call a published web service ( form some
external application ) for years. ( started in v6.0? ) However, there are a
few technical restrictions. The best starting point is that AR System was
designed around the optional Web Services Description Language (WSDL) as
the
starting point. So if your NMS has a WSDL for a Web Service that is
publishes then AR System has a good shot at being able to Push data to
your NMS with very little effort to integrate the two systems.

However, there are other options too.

AR System has always been

Re: Question around Remedy Web Services

:)there is always one 'small' thing I forget :) 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Thad K Esser
Sent: Wednesday, September 23, 2009 11:48 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

...And you've installed the web service plugin.

Consuming a web service (via the set fields as mentioned below) uses only
that plugin, and doesn't depend on the mid-tier at all.

Also, be aware there are settings (both in the admin tool/dev studio and on
the AR server itself) that allow you to define a proxy server if needed.

Thad Esser
Remedy Developer
Now... Just where did I put that cheese...?

|
| From:  |
|

---
---|
  |LJ Longwing lj.longw...@gmail.com
|

---
---|
|
| To:|
|

---
---|
  |arslist@ARSLIST.ORG
|

---
---|
|
| Date:  |
|

---
---|
  |09/23/2009 10:18 AM
|

---
---|
|
| Subject:   |
|

---
---|
  |Re: Question around Remedy Web Services
|

---
---|
|
| Sent by:   |
|

---
---|
  |Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
|

---
---|

Yes, as long as your external BizTalk server does web services, and the wsdl
they provide is in a format that Remedy can read properly.

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Wednesday, September 23, 2009 11:11 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Currently I have a filter that on create performs a Run Process action using
the perl script. The perl script sends xml to an external biztalk server.
If
I understand this discussion correctly I should be able to do the following

Create a Set Fields, read from Web Service Choose load WSDL file Choose the
operation and set/verify the mapping

Would this work, allowing me to get away from the perl stuff, or am I lost
in space?

Thanks
Mark

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, September 23, 2009 10:05 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

FYI:   Web Services has been around since ARS v5.1.x (I started using them
with 5.1.2)

Also  #7 is the default method that Netcool uses to receive data back from
Remedy

Fred

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black
Sent: Wednesday, September 23, 2009 6:54 AM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services

Duy,

AR System has had the ability to call a published web service ( form some
external application ) for years. ( started in v6.0? ) However, there are a
few technical restrictions. The best starting point is that AR System was
designed around the optional Web Services Description Language (WSDL) as the
starting point. So if your NMS has a WSDL for a Web Service that is
publishes then AR System has a good shot at being able to Push data to
your NMS with very little effort to integrate the two systems.

However, there are other options too.

AR System has always been a very open platform. As a developer you have
quiet a bit of access to build integrations to and from AR System. In this
case you need the How to integrate 'from' AR System.
details.

You have all of the following as Push options from AR

Re: Question around Remedy Web Services

2009-09-23 Thread Chintan Shah

**
Duy,As everyone in list has mentioned, you will need to have NMS app create a WSDL file.The way we do it (for #3) is1. Write a Java web-service client for external app's(like NMS) WSDL, package it as a JAR and deploy it on server.2. From Remedy, we have a filter that performs a RUN PROCESS and call this JAR.3. That JAR takes parameters (in your case like $FAULT ID$ $ALARM ID$)and calls Web-Service and updates external app.I have not tried this doing from Remedy.Carey, you have brought up some very good options that I wasn't aware of. You Rock!ThanksChintan.--- On Tue, 9/22/09, Duy Do duy...@broadcastaustralia.com.au wrote:From: Duy Do
 duy...@broadcastaustralia.com.auSubject: Re: Question around Remedy Web ServicesTo: arslist@ARSLIST.ORGDate: Tuesday, September 22, 2009, 10:32 PM**



 
 





Hi, 

  

For clarification and bit of background: 

  

What we’re trying to do is integrate our network
monitoring system with our remedy system forms. 

  

1.
Alarms will arrive into our NMS system, certain alarms then to
be replicated into a remedy alarms table. We can do this by publishing the
remedy alarms form and the NMS system should be able to send a SOAP request to
create a record. The NMS system will send through the Alarm ID which is unique. 

  

2.
From remedy, a user will then create a fault ticket and
relate the newly created alarms from the NMS system. 

  

3.
On creation of the fault ticket we need to then pass the fault
ticket id back to the related alarm record that is in the NMS system. THIS IS
WHAT I NEED ASSISTANCE WITH. 

  

Hope this explains it better. 

  

Chintan, thank you for your comments. I did read up the
integration notes and how remedy can consume a web service. But i believe it
describes how we can retrieve data from the web service into remedy forms, i would
like to push data from remedy forms via web services to our NMS application. 

  

Thank you, 

  

Duy Do 

  

  



From: Action Request System discussion
list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chintan Shah
Sent: Wednesday, 23 September 2009 1:16 PM
To: arslist@ARSLIST.ORG
Subject: Re: Question around Remedy Web Services 



  

**  


 
  
  Hi Duy,
  
  Can you elaborate more on process flow?
  
  I am assuming there are 2 parts to this
  1. Able to push data from a remedy form.
  2. Update a record within another application consuming an external web
  service.
  
  
  From app A you can push data to app B through "Push Fields" action,
  and at the same time you can trigger a filter on "Modify" on App B
  to consume data from an external webservice ("Set
  Fields"--"Set fields from Web-Service"). You need to have
  a WSDL file of external app. Once, you "Load" WSDL, map the input
  and output parameters and Remedy will take care from thereon.
  
  
  Thanks
  Chintan
  
  --- On Tue, 9/22/09, Duy Do duy...@broadcastaustralia.com.au
  wrote: 
  
  From: Duy Do duy...@broadcastaustralia.com.au
  Subject: Question around Remedy Web Services
  To: arslist@ARSLIST.ORG
  Date: Tuesday, September 22, 2009, 5:43 PM 
  
  **  
  
  Hi, 
   
  One
  of our requirements is to be able to push data from a remedy form and update
  a record within another application consuming an external web service. 
   
  Firstly
  is this possible and does anyone know where i can find a white paper
  discussing this type of integration? 
   
  Thank
  you in advance, 
   
  
  
  
  
   

Duy
Do 

   
   

Software
Development Team Leader 

   
   

Level
10, Tower A, 799 Pacific Highway NSW 2067 

   
   

Mail PO Box 1212,
Crows Nest NSW 1585 

   
   

Direct +61 (0) 2 8113
4658 


Mobile +61 (0) 421 342
420 

   
   

Fax +61 (0) 2 8113 4646 


Switch +61 (0) 2 8113
4666 

   
   

www.broadcastaustralia.com.au 

   
   

 

   
  
   
  

   
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how to append date along with a file name

2009-09-23 Thread kiran

Hi,

I have a requirement to update the current date along with a file name which
is updated by remedy(through escalations) ie each time the escalation runs,
a new file with the new date should be created without merely updating the
exisring file.

ars 6.3

Any help will be greatly appreciated

Regards,
Kiran

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Re: how to append date along with a file name

2009-09-23 Thread DCI Remedy

Are you defining the filename in your escalation through a set fields?  If
so you could do this.

 

[filename] + $DATE$ + .[file extension]

 

Eg

 

myfile_ + $DATE$  + .doc

 

Ed

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of kiran
Sent: Wednesday, September 23, 2009 2:30 PM
To: arslist@ARSLIST.ORG
Subject: how to append date along with a file name

 

** 

Hi,

 

I have a requirement to update the current date along with a file name which
is updated by remedy(through escalations) ie each time the escalation runs,
a new file with the new date should be created without merely updating the
exisring file.

 

ars 6.3

 

Any help will be greatly appreciated

 

Regards,

Kiran

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Export to html/text file

2009-09-23 Thread Rogerio Aguiar

 Hi listers,
 I have a char field that its content is a html code. I am showing
this content as a page in a view field to the user, but the user
would like to have the option of saving this report in a file
(html) and/or printing this report. This workflow has to work in
midtier also, so OLE is not an option.
 Any ideas?
 Thanks and regards,
 Roger

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Re: Export to html/text file

You could do a run process passing in the record that contains the html in a
char field.  Then have the program log into remedy, pull that field and dump
its contents to a file.  You could then either email that file to the user
or re-attach it to the record in question (attachment field) and then use
normal Remedy workflow to give them the file.

  _  

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Rogerio Aguiar
Sent: Wednesday, September 23, 2009 1:11 PM
To: arslist@ARSLIST.ORG
Subject: Export to html/text file


** Hi listers,

I have a char field that its content is a html code. I am showing this
content as a page in a view field to the user, but the user would like to
have the option of saving this report in a file (html) and/or printing
this report. This workflow has to work in midtier also, so OLE is not an
option.

Any ideas?

Thanks and regards,

Roger

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Re: Export to html/text file

Print is easy ... Have the user Right click in the View Field and choose print

I'm not sure about save right now... You could possibly do a Set Fields of the 
View Field to a Display/Only Attachment field and then use the 
PERFORM-ACTION-SAVE-ATTACHMENT Run Process action to initiate a save to the 
user's machine.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Rogerio Aguiar
Sent: Wednesday, September 23, 2009 2:11 PM
To: arslist@ARSLIST.ORG
Subject: Export to html/text file

Hi listers,

I have a char field that its content is a html code. I am showing this content 
as a page in a view field to the user, but the user would like to have the 
option of saving this report in a file (html) and/or printing this report. 
This workflow has to work in midtier also, so OLE is not an option.

Any ideas?

Thanks and regards,

Roger

AlarmPoint system for ITSM 7

2009-09-23 Thread strauss

Can anyone out there running AlarmPoint with ITSM 7.x give me some pointers on 
what hardware you have to put under it (AlarmPoint), and what software modules 
you need from them to properly support ITSM 7.x?

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

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Authenticating Remedy users using Kerberos??

2009-09-23 Thread Rabi Tripathi

Hi folks,
Has anyone done a setup where Remedy users are authenticated directly by 
Kerberos, without having LDAP in the middle?

I know Remedy talking to LDAP talking to Kerberos has been done, but I've been 
asked to take LDAP out of the picture.

Integration guide (looked at v 7.5) does mention Kerberos, in the same sentence 
as LDAP, but I haven't found much info on how to do this with Kerberos. I have 
ARS 6.3, by the way, but I can go to a higher version.

With Kerberos APIs and Remedy's AREA APIs it should be doable. Both client and 
server side code will be needed, because the way Remedy's authentication is 
architected, the client can't vouch for the ID of the user; that's done by the 
AREA plugin at the server side, so it seems that on the client side the 
authentication should happen and the resulting ticket is what's passed to 
AREA plugin, which is then what gets verified there.

Thanks in advance.





  

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Re: Export to html/text file

2009-09-23 Thread Rogerio Aguiar

 I think I'll try other possible direct approaches. I will keep this
as a last option.
 Thanks,
 Roger
 On Qua 23/09/09 16:17 , LJ Longwing lj.longw...@gmail.com sent:
  **  You could do a run process passing in the record that contains
the html in a char field.  Then have the program log into remedy,
pull that field and dump its contents to a file.  You could then
either email that file to the user or re-attach it to the record in
question (attachment field) and then use normal Remedy workflow to
give them the file.
-
 FROM: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] ON BEHALF OF Rogerio Aguiar
 SENT: Wednesday, September 23, 2009 1:11 PM
 TO: arslist@ARSLIST.ORG
 SUBJECT: Export to html/text file
  ** Hi listers,
 I have a char field that its content is a html code. I am showing
this content as a page in a view field to the user, but the user
would like to have the option of saving this report in a file
(html) and/or printing this report. This workflow has to work in
midtier also, so OLE is not an option.
 Any ideas?
 Thanks and regards,
 Roger
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Re: Export to html/text file

2009-09-23 Thread Rogerio Aguiar

 
 If this works, it'll be perfect. I'll give it a try and let you
know.
 Thanks,
 Roger
 On Qua 23/09/09 16:21 , Grooms, Frederick W
frederick.w.gro...@xo.com sent:
  Print is easy ... Have the user Right click in the View Field and
choose print
 I'm not sure about save right now... You could possibly do a Set
Fields of the View Field to a Display/Only Attachment field and then
use the PERFORM-ACTION-SAVE-ATTACHMENT Run Process action to initiate
a save to the user's machine.
 Fred
 -Original Message-
 From: Action Request System discussion list(ARSList)

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Re: Upgrade AR System from 7.0 to 7.5

2009/9/8 strauss stra...@unt.edu:
 **

 structure.  I am waiting for the 7.5.00.003 patches to come out before I try
 any of this again.

It's out now

SW00337768
When you upgraded from BMC Atrium Integration Engine 7.1.0 patch 006
to BMC Atrium Core 7.5.00 patch 002, the directory structure of BMC
Atrium Integration Engine was deleted.

--
Jarl

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Re: Upgrade AR System from 7.0 to 7.5

7.5 Patch 3 is out? 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Wednesday, September 23, 2009 1:43 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade AR System from 7.0 to 7.5

2009/9/8 strauss stra...@unt.edu:
 **

 structure.  I am waiting for the 7.5.00.003 patches to come out before 
 I try any of this again.

It's out now

SW00337768
When you upgraded from BMC Atrium Integration Engine 7.1.0 patch 006 to BMC
Atrium Core 7.5.00 patch 002, the directory structure of BMC Atrium
Integration Engine was deleted.

--
Jarl

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Re: Upgrade AR System from 7.0 to 7.5

If your question is CMDB 7.5 patch 3, the answer is yes.

--
Jarl

2009/9/23 LJ Longwing lj.longw...@gmail.com:
 7.5 Patch 3 is out?

 -Original Message-
 From: Action Request System discussion list(ARSList)
 [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
 Sent: Wednesday, September 23, 2009 1:43 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Upgrade AR System from 7.0 to 7.5

 2009/9/8 strauss stra...@unt.edu:
 **

 structure.  I am waiting for the 7.5.00.003 patches to come out before
 I try any of this again.

 It's out now

 SW00337768
 When you upgraded from BMC Atrium Integration Engine 7.1.0 patch 006 to BMC
 Atrium Core 7.5.00 patch 002, the directory structure of BMC Atrium
 Integration Engine was deleted.

 --
 Jarl

 
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Re: Upgrade AR System from 7.0 to 7.5

Ah...okAll I saw was 7.5.00.003oh well...I'm looking for a fix for
an issue 

-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
Sent: Wednesday, September 23, 2009 1:59 PM
To: arslist@ARSLIST.ORG
Subject: Re: Upgrade AR System from 7.0 to 7.5

If your question is CMDB 7.5 patch 3, the answer is yes.

--
Jarl

2009/9/23 LJ Longwing lj.longw...@gmail.com:
 7.5 Patch 3 is out?

 -Original Message-
 From: Action Request System discussion list(ARSList) 
 [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng
 Sent: Wednesday, September 23, 2009 1:43 PM
 To: arslist@ARSLIST.ORG
 Subject: Re: Upgrade AR System from 7.0 to 7.5

 2009/9/8 strauss stra...@unt.edu:
 **

 structure.  I am waiting for the 7.5.00.003 patches to come out 
 before I try any of this again.

 It's out now

 SW00337768
 When you upgraded from BMC Atrium Integration Engine 7.1.0 patch 006 
 to BMC Atrium Core 7.5.00 patch 002, the directory structure of BMC 
 Atrium Integration Engine was deleted.

 --
 Jarl

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Re: AlarmPoint system for ITSM 7

2009-09-23 Thread Tony Worthington

Chris -

We use two IBM xSeries 3850's with 8 cpu's each.  Each has a T1 card, 
connected to a fractional T1 (8 channels each.)  Your hardware will be 
determined by load (clearly) and connectivity requirements (the T1 cards 
are full length.)  AlarmPoint has a sizing spreadsheet they can walk 
through with you to size cpu/disk/memory.  Our servers are beefy enough to 
support both the notification server component, and the web front end.  AP 
recommends that they be split, but we've had no issues.

Our integration is somewhat custom, due to the fact we launched our 
project over a year ago (prior to some of their ootb integrations) and had 
some very specific requirements.  My understanding is that they have both 
ootb SD and CM integrations available today.

Feel free to contact me off-list if you need further details on topics 
such as telecom connectivity, paging methods, and DR/HA options.

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
09/23/2009 02:32 PM
Subject:
AlarmPoint system for ITSM 7
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Can anyone out there running AlarmPoint with ITSM 7.x give me some 
pointers on what hardware you have to put under it (AlarmPoint), and what 
software modules you need from them to properly support ITSM 7.x?
 
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing  IT Center
http://itsm.unt.edu/ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

**
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.

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Re: AlarmPoint system for ITSM 7

2009-09-23 Thread Tony Worthington

No, it is not.  Sorry I omitted that from my original email.  It does live 
on the same physical hardware (AIX) as the Remedy and RKM db's although 
they are each in their own instance (Oracle 10gR2) 

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com



From:
strauss stra...@unt.edu
To:
arslist@ARSLIST.ORG
Date:
09/23/2009 03:22 PM
Subject:
Re: AlarmPoint system for ITSM 7
Sent by:
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG



** 
Is your database on one of the two servers?
 
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:arsl...@arslist.org] On Behalf Of Tony Worthington
Sent: Wednesday, September 23, 2009 3:11 PM
To: arslist@ARSLIST.ORG
Subject: Re: AlarmPoint system for ITSM 7
 
** Chris - 

We use two IBM xSeries 3850's with 8 cpu's each.  Each has a T1 card, 
connected to a fractional T1 (8 channels each.)  Your hardware will be 
determined by load (clearly) and connectivity requirements (the T1 cards 
are full length.)  AlarmPoint has a sizing spreadsheet they can walk 
through with you to size cpu/disk/memory.  Our servers are beefy enough to 
support both the notification server component, and the web front end.  AP 
recommends that they be split, but we've had no issues. 

Our integration is somewhat custom, due to the fact we launched our 
project over a year ago (prior to some of their ootb integrations) and had 
some very specific requirements.  My understanding is that they have both 
ootb SD and CM integrations available today. 

Feel free to contact me off-list if you need further details on topics 
such as telecom connectivity, paging methods, and DR/HA options. 

Tony Worthington | Sr. Technical Analyst | Kohl?s Department Stores 
N56 W17000 Ridgewood Drive | Menomonee Falls, WI  53051 | office: (262) 
703-7763 | e-mail: tony.worthing...@kohls.com 


From: 
strauss stra...@unt.edu 
To: 
arslist@ARSLIST.ORG 
Date: 
09/23/2009 02:32 PM 
Subject: 
AlarmPoint system for ITSM 7 
Sent by: 
Action Request System discussion list(ARSList) arslist@ARSLIST.ORG
 




** 
Can anyone out there running AlarmPoint with ITSM 7.x give me some 
pointers on what hardware you have to put under it (AlarmPoint), and what 
software modules you need from them to properly support ITSM 7.x? 
  
Christopher Strauss, Ph.D. 
Call Tracking Administration Manager 
University of North Texas Computing  IT Center 
http://itsm.unt.edu/ 
_Platinum Sponsor: rmisoluti...@verizon.net ARSlist: Where the Answers 
Are_ 

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.
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Re: ITSM, CMDB and patches...

2009-09-23 Thread Peter Romain

Hi Jarl,

The latest patch for CMDB 2.0.1 is recommended but you don't need to
upgrade to 2.1 (yet).

The patch does not update the CMDB but does patch a few issues.

You need to run patch 7 then patch 9. Patch 7 took ~12 hours on a
production system I updated last weekend.

Have you got the patch 7  9 readme's?

Cheers

Peter


 Hi,

 Current implementation:


 AR System 7.01
 CMDB 2.0.1 Patch 3
 Asset 7.0.02 Patch 004
 Change 7.0.02 Patch 004

 The goal is to upgrade to:
 Asset 7.0.03 Patch 009
 Change 7.0.03 Patch 009


 1)
 Does CMDB need to be upgraded to version 2.1, or can 2.0.1 be used?

 2)
 Does the patch 009 also update CMDB?

 3)
 Can 7.0.03 Patch 009 be applied, and then this add all changes since
 7.0.02 Patch 004, or does we need to install additional patches?



 Next step; AR 7.5 and CMDB 7.5...


 Regards,
 Jarl

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Business Objects 3.1 (BOXI 3.1) Support

2009-09-23 Thread bruce sisk

Hello,

I am trying to nail down support for Business Objects XI 3.1...

According to the compat matrix Business Analytics 2.5.01 installs BOXI 3.1  
however, the ARS 7.5 matrix says it is not supported.

So...anyone from BMC want to clarify?  In order to distribute reports over the 
web on ARS 7.5 do I have to buy BMC Analytics??  Will there be a patch\upgrade 
to ARS to work with BOXI 3.1 or higher...in case I can't afford BMC Analytics.

Bruce Sisk
BFS Enterprises



PeoplePC Online
A better way to Internet
http://www.peoplepc.com

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Web Service Get Operation

2009-09-23 Thread Nall, Roger

Hello All,

ARS 7.1 patch4
Win2003
SQL2000

I have created a web service for another system to consume. There are three 
operations in the web service; Create, Set, Get. This web service will be 
called from a .net web page. Users can create on or many records at a time from 
the web page. Can I assume that the web service will have to be called for each 
record?

When using the Get operation users will need to get list of records that are 
assigned to them. I have created one element in the Input for the Get. This 
element I have called Qualification. The web site will pass me the User Name 
and Password of the user and the qualification i.e.; 'Assigned To' = user. 
There are seven fields in the output of the Get operation. The developer on the 
.net side is having trouble getting the data back. He seems to think he will 
need to call the web service seven times for each record that exists. He bases 
this on the fact that when he tried to use the web service to retrieve one 
record he only saw the first column in the output. He has asked me if there is 
any way to pass all of the data in one record in one element in the web 
service. As I am not that familiar with this technology so I am not sure how to 
answer him.

When using the Set operation they will be 'approving' several records at a time 
from a web site. Again, I assume they will have to call the web service for 
each record. Finally, can someone explain the difference between the Get and 
Get List operation? Thanks in advanced for any help.

Regards,

Roger Nall
Manager, SA Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723




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Re: Major 6.3 Migration Project [Resolved]

2009-09-23 Thread Paul Blasquez

Thanks to everyone to replied to this!  Especially LJ and Misi, for pointing me 
towards RRR|Chive, which is a great utility.

It's definitely looking like I will be doing the tedious route, so I will now 
spend my time importing, fixing, and testing.  Hopefully my eyes won't cross 
and my hair doesn't fall out before I'm done. :)

Thanks again!

-Paul 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky
Sent: Friday, September 18, 2009 10:23 AM
To: arslist@ARSLIST.ORG
Subject: Re: Major 6.3 Migration Project

Hi,

A good thing with RRR|Chive, or rather the ARAPI, is that it will handle
the character conversion automatically.

Another thing with an upgrade, is that it usually brings havoc to the
layout of forms it changes. Therefore I think it best to use the forms
supplied with the new version, and then customize them to your need. In
most cases, I think that you have to change the prmissions of some forms
and possibly fields. You may want to hide a couple of system-forms and you
may want to mess around with permissions on the User-form to suit your
needs.

Using a def-file to migrate the application is good. You will then clean
your possibly very old applications to fit into the new version. If you do
a db-copy/upgrade, you may be left with a lot of historical errors caused
by ARAdmin-bugs or version incompatibilities.

By using the SYNC-mode of RRR|Chive, you can run your new system parralel
and do testing/restoration on the new system until you are satisified.

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

Products from RRR Scandinavia:
* RRR|License - Not enough Remedy licenses? Save money by optimizing.
* RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs.
* RRR|Translator - Manage and automate your language translations.
Find these products, and many free tools and utilities, at http://rrr.se.

 Assumptions I am making:
 - You are running custom applications (not sla, itsm, cs, crm, etc.)
 - You do not have any external api's (plugins, external binaries
 compiled for Solaris) on the ar servers
 -

 I would go with something along these lines:

 1. Build the new 7.5 servers:
   1. Install the prerequisite software (db client, java, etc.)
   2. Install ARS 7.5, point it at an empty database that uses the
 AL32UTF8 character set
1. Install subsystems in use (email, approval, etc.)
   3. [1] Manually apply your form/field/permission changes to the core
 forms and grab a def
   4. [2] You will need a load balancer, get it set up properly, get
 the server group set up properly
 2. Migration preparation
   1. Install the 64-bit 10g oracle client on the old arserver(s)
   2. Empty the contents of the new db instance
 3. Migration:
   1. Upgrade the existing 6.3 server to 7.5
 1. Perform a minimal installation (ARServer only)
   2. Stop AR on the new and old servers
   3. Convert the db character set/transport the data
 1. Empty the temp new database with AL32UTF8 character set
 2. Exported (exp utility) the data from original database (source)
 with the source character set
 3. Copy the dump to the new server
 4. Import (imp utility) the data into the new
 database(destination) with character set AL32UTF8
   4. Perform the upgrade installer for other core ar components
 (email, fb, approval, etc.)
 4. Post-migration
   1. Set up oracle data guard

 Footnotes:
 1. A better option would be to update your applications so they do not
 rely on (any) changes to the core forms prior to the migration.
 2. Load Balancer: You will require a hardware load balancer (BigIP,
 etc.) in front of the ARServers:
 - Enable session persistence based on the source ip address

 Special Notes:
 1. Do perform this operation in a non-production environment prior to
 upgrading production and verify it works.  Also, during this time, if
 you run into workflow problems, generate the defs necessary to apply
 to an upgraded system so that you can use them during your upgrade.

 Server Groups: Server groups will make the following operations
 easier, but is not required to run an HA arrangement with AR:
 - Object cache synchronization across all nodes
 - Subsystem failover between nodes (e.g., escalations)

 DR Failover: There are many approaches to this; the choice usually
 depends on the size of your wallet and the practices currently
 implemented for dr:
 - Using Oracle DG, the db should be available at the time you need to fail
 over
 - You should be able to image the AR VM's in the DR with a near mirror
 image of the production hosts (hostname can/may vary)
   - This can be done on the fly during a dr or maintained separately
 - You will need to create a runbook of the operations required to
 perform a failover in the event you do not have any type of automated
 failover in place.  Tasks would include things like:
   - dns changes
   - fail over db to standby server
   - bring up ar servers

Re: Web Service Get Operation

Questions in order (almost)...

Yes the Create operation will have to be called for each individual record they 
want to create.

The difference between Get and Get List is Get returns 1 record and Get List 
returns a set of records.  You will want to use a Get List to return the list 
of records for a qualification.  I recommend you structure your result in the 
following manner:
   Root   
 Grouping Element (whatever you want to call it)  
   Field 1   
   Field 2   
   Field 3   
   Field 4   
   Field 5   
   Field 6   
   Field 7   

Map the form to the Grouping Element instead of Root and set the MaxOccurs to 
unbounded.  The reason for the Grouping Element is that you can only have 1 
Root element in an XML so this way you will return multiple rows.

Yes the Set operation will have to be called for each individual record they 
want to create.

Fred

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of Nall, Roger
Sent: Wednesday, September 23, 2009 4:43 PM
To: arslist@ARSLIST.ORG
Subject: Web Service Get Operation

** 
Hello All,
 
ARS 7.1 patch4
Win2003
SQL2000
 
I have created a web service for another system to consume. There are three 
operations in the web service; Create, Set, Get. This web service will be 
called from a .net web page. Users can create on or many records at a time from 
the web page. Can I assume that the web service will have to be called for each 
record?
 
When using the Get operation users will need to get list of records that are 
assigned to them. I have created one element in the Input for the Get. This 
element I have called Qualification. The web site will pass me the User Name 
and Password of the user and the qualification i.e.; 'Assigned To' = user. 
There are seven fields in the output of the Get operation. The developer on the 
.net side is having trouble getting the data back. He seems to think he will 
need to call the web service seven times for each record that exists. He bases 
this on the fact that when he tried to use the web service to retrieve one 
record he only saw the first column in the output. He has asked me if there is 
any way to pass all of the data in one record in one element in the web 
service. As I am not that familiar with this technology so I am not sure how to 
answer him.
 
When using the Set operation they will be 'approving' several records at a time 
from a web site. Again, I assume they will have to call the web service for 
each record. Finally, can someone explain the difference between the Get and 
Get List operation? Thanks in advanced for any help.
 
Regards,
 
Roger Nall
Manager, SA Remedy
Desk Phone: 972-464-3712
Mobile: 973-652-6723
 
 

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Standard Encryption that comes free with AR Server: Not active by default?

2009-09-23 Thread Rabi Tripathi

The release notes for Encryption product says that standard encryption for 
communication between remedy client and server comes free with purchase of AR 
Server, and that the encryption logic is built into the standard executables 
for servers/clients. 

As opposed to premium and performance level of encryptions, which need to 
be paid for, licensed and installed separately.

On reading the doc, it appears that the free standard level of encryption 
that everybody gets for free is NOT enabled by default, unless you take the 
time to add this and other related lines in ar.conf:
Encrypt-Public-Key-Algorithm: 4

Did I get this right?

If I did, has anybody enabled the standard encryption and found any 
significant changes in performance of any client?

Thanks.
---
The guide I refer to above is: 
BMC ® Remedy® Encryption Products 7.0
Release Notes and Installation Guide

http://documents.bmc.com/supportu/documents/16/76/61676/61676.pdf




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Re: Business Objects 3.1 (BOXI 3.1) Support

2009-09-23 Thread Easter, David

BOXI 3.1 is not supported by AR System 7.5.00.  

This is due to, as stated in the compatibility matrix, a backwards 
compatibility issue introduced by SAP that made it technically infeasible at 
the time of the 7.5.00 release to support both BOXI R2 and BOXI 3.x in the same 
release.  BMC is planning to work around this issue in the next scheduled 
release of AR System so that BOXI 3.x can be supported.
 
-David J. Easter
Sr. Product Manager, Solution Strategy and Development
BMC Software, Inc.
 
The opinions, statements, and/or suggested courses of action expressed in this 
E-mail do not necessarily reflect those of BMC Software, Inc.  My voluntary 
participation in this forum is not intended to convey a role as a spokesperson, 
liaison or public relations representative for BMC Software, Inc.

 -Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arsl...@arslist.org] On Behalf Of bruce sisk
Sent: Wednesday, September 23, 2009 2:21 PM
To: arslist@ARSLIST.ORG
Subject: Business Objects 3.1 (BOXI 3.1) Support

Hello,

I am trying to nail down support for Business Objects XI 3.1...

According to the compat matrix Business Analytics 2.5.01 installs BOXI 3.1  
however, the ARS 7.5 matrix says it is not supported.

So...anyone from BMC want to clarify?  In order to distribute reports over the 
web on ARS 7.5 do I have to buy BMC Analytics??  Will there be a patch\upgrade 
to ARS to work with BOXI 3.1 or higher...in case I can't afford BMC Analytics.

Bruce Sisk
BFS Enterprises



PeoplePC Online
A better way to Internet
http://www.peoplepc.com

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Re: BMC Password Management

2009-09-23 Thread Schon, Stuart

Works well, easy to turn on, if you have large number of users then it
may take some time to sweep through all users.

 

One thing that we did not like was that warnings of and expiry of
password was sent out as a email to all users (in our case 20K) not as a
dialog when they log on - this was considered spam and generated
considerable consternation. We worked with BMC to disable all
notifications - the only thing they see now is when the password needs
reseting. the password reset dialog appears when they log in asking them
to change password, this happens every 30 days.

 

We also added a requirement to include a number in the password - this
was straightforward (though there is an error in the documentation so
check the syntax).

 

 

regards

Stuart Schon

Team Manager, Remedy Solutions

 

FUJITSU AUSTRALIA LIMITED 
Level 4, 320 Pitt Street, Sydney, NSW 2000, Australia
T +61 2 9844 0596  M +61 439 475 240 

stuart.sc...@au.fujitsu.com mailto:tracy.mccorm...@au.fujitsu.com 

www.au.fujitsu.com 

 P Please consider the environment before printing this email.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Tuesday, 22 September 2009 04:05
To: arslist@ARSLIST.ORG
Subject: BMC Password Management

 

** 

Hi All

 

Anyone using BMC Password Management, if so can you give me some
experiences, ease of setup, types of integrations you are running.

 

Matt


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Re: BMC Password Management

2009-09-23 Thread Michael Clements

Hello All,

I am new to the list.  I need to implement a notification filter off of the 
HPD:Help Desk form that utilized the VIP status.  Anyone have any suggestions.  
I have tried creating a custom filter, utilizing the notify If Action.  
However, the notifications are never received.

Here is my current qualification:

('DB.VIP != Yes) AND ('VIP' = Yes)

This is set to only use the HPD: Help Desk form, and it's only set to perform 
the If Action on submit.

Any help would be greatly appreciated.  This is a very high profile request and 
I need to implement ASAP.

Mike Clements

 Schon, Stuart stuart.sc...@au.fujitsu.com 09/23/09 7:48 PM 
Works well, easy to turn on, if you have large number of users then it
may take some time to sweep through all users.

 

One thing that we did not like was that warnings of and expiry of
password was sent out as a email to all users (in our case 20K) not as a
dialog when they log on - this was considered spam and generated
considerable consternation. We worked with BMC to disable all
notifications - the only thing they see now is when the password needs
reseting. the password reset dialog appears when they log in asking them
to change password, this happens every 30 days.

 

We also added a requirement to include a number in the password - this
was straightforward (though there is an error in the documentation so
check the syntax).

 

 

regards

Stuart Schon

Team Manager, Remedy Solutions

 

FUJITSU AUSTRALIA LIMITED 
Level 4, 320 Pitt Street, Sydney, NSW 2000, Australia
T +61 2 9844 0596  M +61 439 475 240 

stuart.sc...@au.fujitsu.com mailto:tracy.mccorm...@au.fujitsu.com 

www.au.fujitsu.com 

 P Please consider the environment before printing this email.

 

From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell
Sent: Tuesday, 22 September 2009 04:05
To: arslist@ARSLIST.ORG
Subject: BMC Password Management

 

** 

Hi All

 

Anyone using BMC Password Management, if so can you give me some
experiences, ease of setup, types of integrations you are running.

 

Matt


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Re: Standard Encryption that comes free with AR Server: Not active by default?

2009-09-23 Thread Carey Matthew Black

Rabi,

You are mostly correct.
However the setting that you need to set is this one:

Encrypt-Security-Policy:2

2 is the default = Encryption between the client and server is disabled.

You need to set it to zero or one.

0: Encryption between the client and server is allowed, but not required.
1: Encryption between the client and server is required; unencrypted
communication is not allowed.


You may also want to set other related settings too. (including the
one you indicated.)
These are a few of the settings to consider. (And their default values
based on v6.3 docs)

Encrypt-Security-Policy: 2
Encrypt-Public-Key-Expire: 86400
Encrypt-Symmetric-Data-Key-Expire: 2700
Encrypt-Public-Key-Algorithm: 4
Encrypt-Data-Encryption-Algorithm: 0

HTH.
-- 
Carey Matthew Black
BMC Remedy AR System Skilled Professional (RSP)
ARS = Action Request System(Remedy)

Love, then teach
Solution = People + Process + Tools
Fast, Accurate, Cheap Pick two.



On Wed, Sep 23, 2009 at 6:29 PM, Rabi Tripathi ars_l...@yahoo.com wrote:
 The release notes for Encryption product says that standard encryption for 
 communication between remedy client and server comes free with purchase of AR 
 Server, and that the encryption logic is built into the standard executables 
 for servers/clients.

 As opposed to premium and performance level of encryptions, which need to 
 be paid for, licensed and installed separately.

 On reading the doc, it appears that the free standard level of encryption 
 that everybody gets for free is NOT enabled by default, unless you take the 
 time to add this and other related lines in ar.conf:
 Encrypt-Public-Key-Algorithm: 4

 Did I get this right?

 If I did, has anybody enabled the standard encryption and found any 
 significant changes in performance of any client?

 Thanks.
 ---
 The guide I refer to above is:
 BMC ® Remedy® Encryption Products 7.0
 Release Notes and Installation Guide

 http://documents.bmc.com/supportu/documents/16/76/61676/61676.pdf




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How to restrict wildcard searches?

2009-09-23 Thread Kaye Bernales

Hi List,
 
How do you restrict wildcard searches on large forms such as Help Desk?
 
Any help would be appreciated!
 
Thanks!
Kaye

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Re: Business Objects 3.1 (BOXI 3.1) Support

2009-09-23 Thread Kelly Deaver

**
buyingBMC Analytics will not get you reports in AR System over the web. BOXI that comes with BMC Analytics is for use with BMC Analytics ONLY. You can't use it as your Crystal Report Server for the web. The version that comes with BMC Analytics isBusiness Objects Professional. Professional limits use to ONE BO module in this case, Analytics. To use with multiple modules (analytics and reporting) you have to purchase the upgrade to BO Premium from SAP. Or just buy Crystal Reports module and don't have Analytics.

Kelly DeaverEffective Technologieswww.effect-tech.comkdea...@kellydeaver.com (ARSlist mail)ke...@effect-tech.com (Business mail)

Original Message Subject: Business Objects 3.1 (BOXI 3.1) SupportFrom: bruce sisk siskbr...@peoplepc.comDate: Wed, September 23, 2009 4:21 pmTo: arslist@ARSLIST.ORGHello,I am trying to nail down support for Business Objects XI 3.1...According to the compat matrix Business Analytics 2.5.01 installs BOXI 3.1 however, the ARS 7.5 matrix says it is not supported.So...anyone from BMC want to clarify? In order to distribute reports over the web on ARS 7.5 do I have to buy BMC Analytics?? Will there be a patch\upgrade to ARS to work with BOXI 3.1 or higher...in case I can't afford BMC Analytics.Bruce SiskBFS EnterprisesPeoplePC OnlineA better way to Internethttp://www.peoplepc.com___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgPlatinum Sponsor:rmisoluti...@verizon.net ARSlist: "Where the Answers Are"
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View corresponding to remedy forms

2009-09-23 Thread Sanjana AGARWAL

Hello,

 

We have a form named: 

STM:CaseHistoryUnionJoinTicket

 

Corresponding to that form, in data base there are T and H tables named T980
and H980.

 

Also till June there is only two views named:

STM_CaseHistoryUnionJoinTicket and

SH_STM_CaseHistoryunionJoinTic

 

However from July onwards it is showing 4 more views, also changes done on
the form from remedy side, are reflected in new views and old (actual view)
remains asis from June:

 

STM_CaseHistoryunionJoinTic948

STM_CaseHistoryunionJoinTic995

STM_CaseHistoryunionJoinTicket

 

And

 

H_STM_CaseHistoryunionJoin948

H_STM_CaseHistoryunionJoin995

SH_STM_CaseHistoryunionJoinTic

 

Regards,

Sanjana


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Re: View corresponding to remedy forms

2009-09-23 Thread Frank Caruso

Have you done anything to the database? Upgraded?

On Thu, Sep 24, 2009 at 7:29 AM, Sanjana AGARWAL sanjana.agar...@st.com wrote:
 **

 Hello,



 We have a form named:

 STM:CaseHistoryUnionJoinTicket



 Corresponding to that form, in data base there are T and H tables named T980
 and H980.



 Also till June there is only two views named:

 STM_CaseHistoryUnionJoinTicket and

 SH_STM_CaseHistoryunionJoinTic



 However from July onwards it is showing 4 more views, also changes done on
 the form from remedy side, are reflected in new views and old (actual view)
 remains asis from June:



 STM_CaseHistoryunionJoinTic948

 STM_CaseHistoryunionJoinTic995

 STM_CaseHistoryunionJoinTicket



 And



 H_STM_CaseHistoryunionJoin948

 H_STM_CaseHistoryunionJoin995

 SH_STM_CaseHistoryunionJoinTic



 Regards,

 Sanjana

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Re: ITSM, CMDB and patches...