Can we release the user without Administrator rights
Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ******** Change issues Classification Timing Timing Reason etc.
What I would ask here is What does it mean to Approve or Reject a Latent change? If I Approve, OK, it is already done so what differnce does it make? If I Reject, problem, it is already done so what difference does it make? If a reject means you want to undo the change -- really, what you are doing is making ANOTHER change. The first change happened. You are now making another one to change back. In a Latent Change, the concept of approval doesn't make sense. You may want NOTIFICATION to appropriate people to occur because they didn't get advance notice in the form of approval and need to be told that the change occurred (for awareness at least and maybe to decide whether to request a change back). The point here is not to try and use approval for notification purposes but for approval purposes. Use Notification for notification purposes. Now, the question might be how do I have the appropriate notifications go out for Latent Change That is a different question (and not one I have the answer for). Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: Change issues Classification Timing Timing Reason etc. ** My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process? Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB evanbl...@mweb.commailto:evanbl...@mweb.com wrote: ** Hi I require your assistance please. I don't really work with the Change management module thus I am a bit in the dark here, asking this question. We have occasions where people will do a change in production and then 3hours later, they want to log the change and resolve it etc. According to what I found in the documentation these changes can be logged as a Latent Change and will then close automatically. We can use this but it is not always the case and sometimes for record purposes we still require people to approve. People log tickets as an emergency in these situations and because this was logged as an emergency we cannot close the ticket because it was logged after the actual start dates. First we get a message, telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. I will save it as expedited, enter the times for actual start/end date. Then it will tell me, Only Latent changes can have actual start dates that come after the infrastructure change submit date. At this point we have values in Earliest Start Date and Submitted Date If we try to save the timing field to latent we just receive ARNOTE again telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. We are not able to close this change with the correct times now, what can we do with these situations? Regards Enslin http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.commailto:ab...@mweb.com for a copy. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ITSM7.5 SLA Due Date
Hi I am wondering if anyone has come across this before? An SLA attaches to an Incident and the Due Date does not take into account business hours for the assigned group, when viewed from the incident. However, looking at the workflow log, this filter fires: SLM:Measurement:ReqProcOverallStartTimeUpdateSLODueDateX This sets the SVTDueDate to a value using the correct Business Entity, and seems take business hours into account. No in depth analysis has been done at this point. APPLICATION SETTINGS ARE AS FOLLOWS: Service Level Management Configure Application Settings Data Sources - MSP/Business Time, SLA/OLA Type Reference Field = Assigned Group ID (for HPD:Help Desk) MSP = No Service Level Management Configure Business Time Shared Entity/Segments - In the Business Entity Entity Title = SGP (Group ID) This has an association with a Level 1 Time Segment providing M-F business hours. This is also used in the filter mentioned above. In the Service Level Management Console The Service Target has been built successfully with the following settings: Use Start Time as defined on the Application Form (this is configured as 'Reported Date+') Use on App Form tick box selected for the Business Entity I am wondering if this is known problem, or do I need to change some settings? --- Incident Management 7.5.01 patch 001 Service Level Management 7.5.00 patch 001 Windows Server 2003 --- Thanks very much Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Isn't there an API call to release the user? I know that some use that to log out a user who just closes a browser window. Rick -Original Message- From: Misi Mladoniczky m...@rrr.se Date: Wed, 19 May 2010 15:17:54 To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ******** Change issues Classification Timing Timing Reason etc.
Hi Thanks to all who replied it is appreciated. I tested the Latent change and if I use the Process Flow bar to go through the phases it automatically change the status to Successfully Completed which is great. Now if the change manager tries to close the change they get the following message which prevents them closing it. ERROR Chane Timing will be automatically set to Expedited since Requested Date is before Earliest Start Date. (ARNOTE 45514) Earliest Start Date 18 May 2010 03:01:41 PM Requested Start Date 18 May 2010 09:00:00 AM Scheduled Start Date 18 May 2010 09:00:00 AM Actual Start Date 18 May 2010 09:00:00 AM Submit Date 18 May 2010 03:02:05 PM Requested End Date 18 May 2010 11:00:00 AM Scheduled End Date 18 May 2010 11:00:00 AM Actual End Date18 May 2010 11:00:00 AM What am I doing wrong here? Regards Enslin van Blerk From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: 19 May 2010 02:02 PM To: arslist@ARSLIST.ORG Subject: Re: Change issues Classification Timing Timing Reason etc. What I would ask here is What does it mean to Approve or Reject a Latent change? If I Approve, OK, it is already done so what differnce does it make? If I Reject, problem, it is already done so what difference does it make? If a reject means you want to undo the change -- really, what you are doing is making ANOTHER change. The first change happened. You are now making another one to change back. In a Latent Change, the concept of approval doesn't make sense. You may want NOTIFICATION to appropriate people to occur because they didn't get advance notice in the form of approval and need to be told that the change occurred (for awareness at least and maybe to decide whether to request a change back). The point here is not to try and use approval for notification purposes but for approval purposes. Use Notification for notification purposes. Now, the question might be how do I have the appropriate notifications go out for Latent Change That is a different question (and not one I have the answer for). Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: Change issues Classification Timing Timing Reason etc. ** My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process? Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB evanbl...@mweb.commailto:evanbl...@mweb.com wrote: ** Hi I require your assistance please. I don't really work with the Change management module thus I am a bit in the dark here, asking this question. We have occasions where people will do a change in production and then 3hours later, they want to log the change and resolve it etc. According to what I found in the documentation these changes can be logged as a Latent Change and will then close automatically. We can use this but it is not always the case and sometimes for record purposes we still require people to approve. People log tickets as an emergency in these situations and because this was logged as an emergency we cannot close the ticket because it was logged after the actual start dates. First we get a message, telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. I will save it as expedited, enter the times for actual start/end date. Then it will tell me, Only Latent changes can have actual start dates that come after the infrastructure change submit date. At this point we have values in Earliest Start Date and Submitted Date If we try to save the timing field to latent we just receive ARNOTE again telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. We are not able to close this change with the correct times now, what can we do with these situations? Regards Enslin [%20]http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.commailto:ab...@mweb.com for a copy. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
Interval escalations broken - but timed still work?
For some reason interval escalations are not running on one of our production servers. Strangely the time escalations still work. I've run escalation logging and the timed ones fire but there is no mention of the interval escalations. I've checked the support defects and there is one for timed escalations which is fixed in 7.1 patch 009. We are on patch 005 at the moment. This is on a Solaris box with a remote Oracle database. I've cleaned up and removed a bunch of interval escalations that were old and unused from a data migration. I'm multi-threaded the remaining ones to optimize their load and spread it out. Naturally we've bounced the server a bunch of times as well - but no luck. Anyone run into this? William Rentfrow Principal Consultant, StrataCom Inc. wrentf...@stratacominc.com Blog: www.williamrentfrow.com O 715-592-5185 C 715-410-8056 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Hi, There is a run-process-special-command called PERFORM-ACTION-EXIT-APP, but that is something you must do on the client in question. You can not push such an event to a client where the user has gone to lunch. There were an API-call, which I suspect has been replaced with the Vendor-form and ACTL-push referenced below. This was a hidden undocumented API-call, that was taken out of the ARAPI-dlls/libs a long time ago. Remember that if a user performs a simple logout, the license will be release immediately. 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. Find these products, and many free tools and utilities, at http://rrr.se. Isn't there an API call to release the user? I know that some use that to log out a user who just closes a browser window. Rick -Original Message- From: Misi Mladoniczky m...@rrr.se Date: Wed, 19 May 2010 15:17:54 To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Getting IP
Can someone tell me how to get the machine's ip address when displaying a form in Mid Tier (version 7.5)? Prior to our recent upgrade (from version 6.3) I was using a run process javascript command, but it doesn't work now with the new version. Any help would be greatly appreciated! Thanks, Sharon Mitchell ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ARSmarts quick tour.......
Hello list, You always wanted to look at ARSmarts but never found the time ? You should then have a look at the new screenshots page of our website: http://www.arsmarts.com/Screenshots . It's like a 10 minutes tour of ARSmarts, where you will get an overview of the 3 modules: Navigator, Grapher and Documenter. You can also register here http://www.arsmarts.com/Register to gain access to the evaluation version of ARSmarts. Kaïs www.arsmarts.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Need confirmation that ARS 7.5 will run on Windows 2003 x64
If anybody has run into this problem and knows how to fix it, that would be awesome. At the very least, what additional steps did you have to do to install ARS on a 64bit system? Environment App Server - Windows 2003 64bit - hardened by security team DB Server - Windows 2003 64bit with MS SQL 2008 - hardened by security team I'm trying to do a base install of Remedy 7.5 patch 4. The installer creates the database tables, the arsystem directory, registry entries, and BMC ARS service. Then it can't start the service to finish the install. Trying to manually start the service generates the following error... Windows could not start the BMC Remedy action Request System Server on Local Computer. For more information, review the system Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 1064. Trying to manually execute arserver.exe generates this error... The application failed to initialize properly (0xc005). Click on OK to terminate the application. I've installed Remedy many times, but this is the first on a 64bit system. So I don't know if the problem is something I'm missing with 64bit or part of the system lockdown settings done by the security team. Thanks for any help Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need confirmation that ARS 7.5 will run on Windows 2003 x64
The Windows version of ARS is a 32 bit application and requires 32 bit database clients to connect to the database (the installer uses JDBC rather than the native db client). Double check that you have the 32 bit db client files on the arserver machine. Also try the -t option on the arserver.exe line in armonitor.cfg to get the startup log which may give you a clue as to exactly where it's failing. Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Bess Sent: 19 May 2010 18:24 To: arslist@ARSLIST.ORG Subject: Need confirmation that ARS 7.5 will run on Windows 2003 x64 If anybody has run into this problem and knows how to fix it, that would be awesome. At the very least, what additional steps did you have to do to install ARS on a 64bit system? Environment App Server - Windows 2003 64bit - hardened by security team DB Server - Windows 2003 64bit with MS SQL 2008 - hardened by security team I'm trying to do a base install of Remedy 7.5 patch 4. The installer creates the database tables, the arsystem directory, registry entries, and BMC ARS service. Then it can't start the service to finish the install. Trying to manually start the service generates the following error... Windows could not start the BMC Remedy action Request System Server on Local Computer. For more information, review the system Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 1064. Trying to manually execute arserver.exe generates this error... The application failed to initialize properly (0xc005). Click on OK to terminate the application. I've installed Remedy many times, but this is the first on a 64bit system. So I don't know if the problem is something I'm missing with 64bit or part of the system lockdown settings done by the security team. Thanks for any help Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need confirmation that ARS 7.5 will run on Windows 2003 x64
Jason, I saw that error on a 32-bit Win2k3 system installation. The problem had to do with a group domain policy that prevented the domain from caching the server name or something. To test that, see if you can start the service if the machine is disconnected from the domain. If so, that's it. Your Windows admins got a little overzealous in their security settings, and should be able to address it easily. Rick On Wed, May 19, 2010 at 10:24 AM, Jason Bess jlb...@yahoo.com wrote: If anybody has run into this problem and knows how to fix it, that would be awesome. At the very least, what additional steps did you have to do to install ARS on a 64bit system? Environment App Server - Windows 2003 64bit - hardened by security team DB Server - Windows 2003 64bit with MS SQL 2008 - hardened by security team I'm trying to do a base install of Remedy 7.5 patch 4. The installer creates the database tables, the arsystem directory, registry entries, and BMC ARS service. Then it can't start the service to finish the install. Trying to manually start the service generates the following error... Windows could not start the BMC Remedy action Request System Server on Local Computer. For more information, review the system Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 1064. Trying to manually execute arserver.exe generates this error... The application failed to initialize properly (0xc005). Click on OK to terminate the application. I've installed Remedy many times, but this is the first on a 64bit system. So I don't know if the problem is something I'm missing with 64bit or part of the system lockdown settings done by the security team. Thanks for any help Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
The license timeout cannot be set lower than one hour. Therefore, this is not news. ;-) From the Configuring Guide, License-Timeout is: The number of hours the AR System server waits before disconnecting inactive users. If a user is holding a floating license, the system also frees the license at this time. The default value is two hours. Someone may be confusing this with the Session Timeout on the Mid-Tier, which is granular down to minutes. But while a session can be timed out faster than one hour, the license timeout would still be enforced. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 Misi Mladoniczky Sent: Wednesday, May 19, 2010 6:18 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist:
Tool to Convert Business Time Holidays to Entities Segments
Hi ITSM 7.5 uses Business Time Entities and Segments and not the old Business Holidays forms for Assigned Groups in Incident Management. We have the old form data for each Assigned Group and need to convert this to the new Time Entities and Segments. I am wondering if anyone has built a Tool to carry out this conversion, and if you are also prepared to share your creation, then I would be most grateful. Thanks very much in hopeful anticipation Mike ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Need urgent help
Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Hi Misi, Yes, But you you must do it in the ar.cfg file directly, you can not make this change through the gui. Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are -- This message was scanned by ESVA and is believed to be clean. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need urgent help
Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral arnab...@gmail.com wrote: ** Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Hi David, You should try it on you dev server, you will see it does work. Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, May 19, 2010 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights The license timeout cannot be set lower than one hour. Therefore, this is not news. ;-) From the Configuring Guide, License-Timeout is: The number of hours the AR System server waits before disconnecting inactive users. If a user is holding a floating license, the system also frees the license at this time. The default value is two hours. Someone may be confusing this with the Session Timeout on the Mid-Tier, which is granular down to minutes. But while a session can be timed out faster than one hour, the license timeout would still be enforced. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 Misi Mladoniczky Sent: Wednesday, May 19, 2010 6:18 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups / Roles then click on License review in this way we can release the user for floating and fixed license. My question is is there any way we can release the user without using AR System Administration Console Is there any possibility we can release the user without Administrator rights?? Thanks in advance Thanks Regards Amanullah Software Consultant DISCLAIMER: This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. ___
Re: Need urgent help
And it is not possible to upgrade ITSM 5 to 7, migrate yes but not upgrade. That's a whole can of other worms. Matt Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral arnab...@gmail.com wrote: ** Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Moving URL location in email. ARS 7.5 ITSM 7.6
Hello, I am trying to find out if it is possible to move the URL that is inserted into the ootb e-mail when a support group gets assigned an Incident, Task,etc. The URL is placed in the very top of the email and I need to move it to the bottom. I have looked at NTE:NTS:Email_200_SystemNT and I disabled the Web URL check box and attempted to add in $HOMEURL$. However it returns a blank entry in the e-mail (Defaul web and e-mail paths are set properly). Where does this URL get inserted into the e-mail? Can it be moved? Or do I have to insert a hard coded URL path into the SYS:Notification Messages form? Thanks in advance, Andre ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need urgent help
Matt, It IS possible to migrate the data in a automated way. That includes People, Groups, Help Desk Tickets, Assets etc. We offer a fixed price service that will migrate all foundation and transaction data along with any customised data using Meta-Update. Other customers have done this as well on their own using Meta-Update. This IS a data migration and it therefore excludes workflow migration but does include any customised data. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: ben.cher...@softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: May 19, 2010 5:09 PM To: arslist@ARSLIST.ORG Subject: Re: Need urgent help And it is not possible to upgrade ITSM 5 to 7, migrate yes but not upgrade. That's a whole can of other worms. Matt Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral arnab...@gmail.com wrote: ** Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ******** Change issues Classification Timing Timing Reason etc.
Are the managers also using the progress bar? 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:arsl...@arslist.org] On Behalf Of Enslin Van Blerk - MWEB Sent: Wednesday, May 19, 2010 9:25 AM To: arslist@ARSLIST.ORG Subject: Re: Change issues Classification Timing Timing Reason etc. ** Hi Thanks to all who replied it is appreciated. I tested the Latent change and if I use the Process Flow bar to go through the phases it automatically change the status to Successfully Completed which is great. Now if the change manager tries to close the change they get the following message which prevents them closing it. ERROR Chane Timing will be automatically set to Expedited since Requested Date is before Earliest Start Date. (ARNOTE 45514) Earliest Start Date 18 May 2010 03:01:41 PM Requested Start Date 18 May 2010 09:00:00 AM Scheduled Start Date 18 May 2010 09:00:00 AM Actual Start Date 18 May 2010 09:00:00 AM Submit Date 18 May 2010 03:02:05 PM Requested End Date 18 May 2010 11:00:00 AM Scheduled End Date 18 May 2010 11:00:00 AM Actual End Date18 May 2010 11:00:00 AM What am I doing wrong here? Regards Enslin van Blerk From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mueller, Doug Sent: 19 May 2010 02:02 PM To: arslist@ARSLIST.ORG Subject: Re: Change issues Classification Timing Timing Reason etc. What I would ask here is What does it mean to Approve or Reject a Latent change? If I Approve, OK, it is already done so what differnce does it make? If I Reject, problem, it is already done so what difference does it make? If a reject means you want to undo the change -- really, what you are doing is making ANOTHER change. The first change happened. You are now making another one to change back. In a Latent Change, the concept of approval doesn't make sense. You may want NOTIFICATION to appropriate people to occur because they didn't get advance notice in the form of approval and need to be told that the change occurred (for awareness at least and maybe to decide whether to request a change back). The point here is not to try and use approval for notification purposes but for approval purposes. Use Notification for notification purposes. Now, the question might be how do I have the appropriate notifications go out for Latent Change That is a different question (and not one I have the answer for). Doug Mueller From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 8:20 AM To: arslist@ARSLIST.ORG Subject: Re: Change issues Classification Timing Timing Reason etc. ** My first impression was that your company is attempting to use non-ITIL processes in an ITIL software package. That will cause problems similar to what you are seeing. Could I suggest that you attempt to get your people to use the proper process, rather than tweak the software to enforce an improper process? Rick On Tue, May 18, 2010 at 7:34 AM, Enslin Van Blerk - MWEB evanbl...@mweb.commailto:evanbl...@mweb.com wrote: ** Hi I require your assistance please. I don't really work with the Change management module thus I am a bit in the dark here, asking this question. We have occasions where people will do a change in production and then 3hours later, they want to log the change and resolve it etc. According to what I found in the documentation these changes can be logged as a Latent Change and will then close automatically. We can use this but it is not always the case and sometimes for record purposes we still require people to approve. People log tickets as an emergency in these situations and because this was logged as an emergency we cannot close the ticket because it was logged after the actual start dates. First we get a message, telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. I will save it as expedited, enter the times for actual start/end date. Then it will tell me, Only Latent changes can have actual start dates that come after the infrastructure change submit date. At this point we have values in Earliest Start Date and Submitted Date If we try to save the timing field to latent we just receive ARNOTE again telling us it will be saved to Expedited because the Requested Date is before the earliest Start Date. We are not able to close this change with the correct times now, what can we do with these situations? Regards Enslin [%20]http://www.mweb.co.za/productsservices/ This
Best Practice: Prevent user from bookmarking resolved mid-tier page
Good day, all. I'm looking for input from the community as to what everyone else does to prevent their customers from bookmarking resolved mid-tier pages. We're updating our submit a help ticket web page. We have an ASP page that grabs the logged in (Active Directory) user's ID, redirects to our MT page, while prepopulating the MT page with their information. Generally, we only want to share that ASP page. We can and will have it on various Help Desk web pages within the company, but a lot of people will be receiving the new page via e-mail. Once they click on it, they'll be on the MT page and if they try to bookmark it, it will cause problems the next time they try to visit the link. I've added text to the top of the screen that says, Do not bookmark this page; to save as a Favorite, right-click here and select Add To Favorites... The word 'here' is hyperlinked to the ASP page. This, needless to say, does not work well. For one thing, the Favorite by default wants to save as the word 'here.' Also, people 1) don't read, 2) don't fully understand the terminology, and 3) don't read. I've dabbled with some JavaScript, but haven't hit upon the right combination to make this clean. I've considered something with frames but ran away screaming. What does everyone else do? Thanks! Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax cschry...@tycoelectronics.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Getting IP
There is no 100% reliable way to do that. You can use the web server and/or the java layer to attempt to retrieve the information, but no 100% guarantee it is accurate due to proxies, nat, load balancers, and many other things; some of which you can control, some of which you have no control over. http://java.sun.com/j2ee/1.4/docs/api/javax/servlet/ServletRequest.html#getRemoteAddr() This is why the mid-tier floating license allocations are not based on the user's ip address. Axton Grams 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. On Wed, May 19, 2010 at 8:40 AM, Mitchell, Sharon N. (MSFC-IS30)[MITS] sharon.n.mitch...@nasa.gov wrote: ** Can someone tell me how to get the machine’s ip address when displaying a form in Mid Tier (version 7.5)? Prior to our recent upgrade (from version 6.3) I was using a run process javascript command, but it doesn’t work now with the new version. Any help would be greatly appreciated! Thanks, Sharon Mitchell _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
What do we do? We remember that we can make a system fool-proof, but we can't make it damnfool-proof. ;-) Idiot-proofing something only works until nature comes up with a more efficient idiot. That's where that running away screaming thing sometimes comes into play, too. Rick On Wed, May 19, 2010 at 8:59 AM, Schryver, Curt cschry...@tycoelectronics.com wrote: ** Good day, all. I'm looking for input from the community as to what everyone else does to prevent their customers from bookmarking resolved mid-tier pages. We're updating our submit a help ticket web page. We have an ASP page that grabs the logged in (Active Directory) user's ID, redirects to our MT page, while prepopulating the MT page with their information. Generally, we only want to share that ASP page. We can and will have it on various Help Desk web pages within the company, but a lot of people will be receiving the new page via e-mail. Once they click on it, they'll be on the MT page and if they try to bookmark it, it will cause problems the next time they try to visit the link. I've added text to the top of the screen that says, Do not bookmark this page; to save as a Favorite, right-click *here* and select Add To Favorites… The word 'here' is hyperlinked to the ASP page. This, needless to say, does not work well. For one thing, the Favorite by default wants to save as the word 'here.' Also, people 1) don't read, 2) don't fully understand the terminology, and 3) don't read. I've dabbled with some JavaScript, but haven't hit upon the right combination to make this clean. I've considered something with frames but ran away screaming. What does everyone else do? Thanks! *Curt A. Schryver* *Action Request System* Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax cschry...@tycoelectronics.com _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Getting IP
I would think the v6.3 method you used would still work. What else changed when you went to 7.5? Possibly a configuration parameter was also changed at the same time. What platform/Web Server/JSP engine are you using? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Mitchell, Sharon N. (MSFC-IS30)[MITS] Sent: Wednesday, May 19, 2010 8:40 AM To: arslist@ARSLIST.ORG Subject: Getting IP ** Can someone tell me how to get the machine's ip address when displaying a form in Mid Tier (version 7.5)? Prior to our recent upgrade (from version 6.3) I was using a run process javascript command, but it doesn't work now with the new version. Any help would be greatly appreciated! Thanks, Sharon Mitchell ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
I don't think there is an easy to stop a user from doing a bookmark. Off the top of my head ... you can try doing the following: Put a global field on each of your pages. Have the ASP page push a known value to this field. You can then add a Window Open AL (shared on each page) that runs some javascript to redirect to the ASP page if the global field does not have the known value. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Schryver, Curt Sent: Wednesday, May 19, 2010 11:00 AM To: arslist@ARSLIST.ORG Subject: Best Practice: Prevent user from bookmarking resolved mid-tier page ** Good day, all. I'm looking for input from the community as to what everyone else does to prevent their customers from bookmarking resolved mid-tier pages. We're updating our submit a help ticket web page. We have an ASP page that grabs the logged in (Active Directory) user's ID, redirects to our MT page, while prepopulating the MT page with their information. Generally, we only want to share that ASP page. We can and will have it on various Help Desk web pages within the company, but a lot of people will be receiving the new page via e-mail. Once they click on it, they'll be on the MT page and if they try to bookmark it, it will cause problems the next time they try to visit the link. I've added text to the top of the screen that says, Do not bookmark this page; to save as a Favorite, right-click here and select Add To Favorites. The word 'here' is hyperlinked to the ASP page. This, needless to say, does not work well. For one thing, the Favorite by default wants to save as the word 'here.' Also, people 1) don't read, 2) don't fully understand the terminology, and 3) don't read. I've dabbled with some JavaScript, but haven't hit upon the right combination to make this clean. I've considered something with frames but ran away screaming. What does everyone else do? Thanks! Curt A. Schryver Action Request System Administrator Tyco Electronics 100 AMP Drive MS 161-043 Harrisburg, PA 17105 717-810-2109 tel 717-810-2124 fax cschry...@tycoelectronics.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
I also found you can change your click here code.
Make it a Remedy button (shown as a URL) and an AL that does a Run process
javascript
javascript:bookmarksite('Sites Name', 'url');
In pure HTML the link code is:
a href=javascript:bookmarksite('Dynamic Drive',
'http://www.dynamicdrive.com')Bookmark this site!/a
And, if your site's title contains apostrophes, they need to be backslashed
when entered:
a href=javascript:bookmarksite('Mike\'s Place',
'http://www.google.com')Bookmark this site!/a
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, May 19, 2010 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
I don't think there is an easy to stop a user from doing a bookmark.
Off the top of my head ... you can try doing the following:
Put a global field on each of your pages. Have the ASP page push a known value
to this field. You can then add a Window Open AL (shared on each page) that
runs some javascript to redirect to the ASP page if the global field does not
have the known value.
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Schryver, Curt
Sent: Wednesday, May 19, 2010 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Best Practice: Prevent user from bookmarking resolved mid-tier page
**
Good day, all.
I'm looking for input from the community as to what everyone else does to
prevent their customers from bookmarking resolved mid-tier pages.
We're updating our submit a help ticket web page. We have an ASP page that
grabs the logged in (Active Directory) user's ID, redirects to our MT page,
while prepopulating the MT page with their information. Generally, we only
want to share that ASP page. We can and will have it on various Help Desk web
pages within the company, but a lot of people will be receiving the new page
via e-mail. Once they click on it, they'll be on the MT page and if they try
to bookmark it, it will cause problems the next time they try to visit the
link. I've added text to the top of the screen that says, Do not bookmark
this page; to save as a Favorite, right-click here and select Add To
Favorites. The word 'here' is hyperlinked to the ASP page. This, needless to
say, does not work well. For one thing, the Favorite by default wants to save
as the word 'here.' Also, people 1) don't read, 2) don't fully understand the
terminology, and 3) don't read.
I've dabbled with some JavaScript, but haven't hit upon the right combination
to make this clean. I've considered something with frames but ran away
screaming.
What does everyone else do?
Thanks!
Curt A. Schryver
Action Request System Administrator
Tyco Electronics
100 AMP Drive
MS 161-043
Harrisburg, PA 17105
717-810-2109 tel
717-810-2124 fax
cschry...@tycoelectronics.com
___
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attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
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+++++Strange user Account issue .
Hi Everyone I have a user on our system with exactly the same access configurations as his team members; however this person does not see the Approvers TAB in the Change form. I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding the Approver TAB for this user and I don't know why? :) I am going crazy. The RunIf qualification: (($OPERATION$ = CREATE ) AND (NOT ($GROUPS$ LIKE %Infrastructure Change Master% )) AND (NOT ($GROUPS$ LIKE %Infrastructure Change User% )) AND ($GROUPS$ LIKE %Infrastructure Change Submit% )) OR ( 'z1G_CHGShowApprovers' = No) Group List in the User form for both employees. Infrastructure Change User 100039 General Access Asset Viewer Incident User Unrestricted Access Can anyone give me some assistance or guidance with this? I will open a change window in create(New), at this stange the approver TAB is hidden for all. Then I will press F3 to go to (Search) mode and this is when the active link incorrectly runs for this ONE user? ACTL Checking CHG:CRQ:ICSubmitter_111_HidePages (111) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Approvers (301890300) ACTL Change field to hidden ACTL 1: Set Characteristics ACTL For field -- z2NI_CreateIncident (301797800) ACTL Change field to hidden ACTL 2: Set Characteristics ACTL For field -- z2NI_CreateKnownError (105697) ACTL Change field to hidden ACTL 3: Set Characteristics ACTL For field -- z2NI_CreateProblem (105696) ACTL Change field to hidden Regards Enslin van Blerk Connect with South Africas leading Internet Service Provider and discover the magic of the Internet and all its possibilities. Call 08600 32000 or click here(http://www.mweb.co.za/productsservices/) for more. MWEB :-) CONNECT AND YOU CAN. This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com for a copy. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: +++++Strange user Account issue .
It sometimes happens that application permissions get kind of corrupted or take up residence outside the cache. Have you tried dropping and re-adding the CM permissions for that user? Rick On Wed, May 19, 2010 at 9:46 AM, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: ** Hi Everyone I have a user on our system with exactly the same access configurations as his team members; however this person does not see the Approvers TAB in the Change form. I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding the Approver TAB for this user and I don’t know why? J I am going crazy. *The RunIf qualification*: (($OPERATION$ = CREATE ) AND (NOT ($GROUPS$ LIKE %Infrastructure Change Master% )) AND (NOT ($GROUPS$ LIKE %Infrastructure Change User% )) AND ($GROUPS$ LIKE %Infrastructure Change Submit% )) OR ( 'z1G_CHGShowApprovers' = No) *“Group List” in the User form for both employees*. Infrastructure Change User 100039 General Access Asset Viewer Incident User Unrestricted Access Can anyone give me some assistance or guidance with this? I will open a change window in create(New), at this stange the approver TAB is hidden for all. Then I will press F3 to go to (Search) mode and this is when the active link incorrectly runs for this ONE user? ACTL Checking CHG:CRQ:ICSubmitter_111_HidePages (111) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Approvers (301890300) ACTL Change field to hidden ACTL 1: Set Characteristics ACTL For field -- z2NI_CreateIncident (301797800) ACTL Change field to hidden ACTL 2: Set Characteristics ACTL For field -- z2NI_CreateKnownError (105697) ACTL Change field to hidden ACTL 3: Set Characteristics ACTL For field -- z2NI_CreateProblem (105696) ACTL Change field to hidden Regards *Enslin van Blerk*** -- [image: footer (34K)] http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com ab...@mweb.com for a copy. -- _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need urgent help
Also, it would be in your best interests to upgrade/migrate to a later version of AR System and ITSM. AR System Version 7.0.01 will become unsupported with the release of AR System 7.6.03 later this year. It would certainly be a shame to put a lot of effort into the upgrade/migration and then be back into the same situation you are in now with an unsupported version of the products. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 Ben Chernys Sent: Wednesday, May 19, 2010 8:48 AM To: arslist@ARSLIST.ORG Subject: Re: Need urgent help Matt, It IS possible to migrate the data in a automated way. That includes People, Groups, Help Desk Tickets, Assets etc. We offer a fixed price service that will migrate all foundation and transaction data along with any customised data using Meta-Update. Other customers have done this as well on their own using Meta-Update. This IS a data migration and it therefore excludes workflow migration but does include any customised data. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: ben.cher...@softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: May 19, 2010 5:09 PM To: arslist@ARSLIST.ORG Subject: Re: Need urgent help And it is not possible to upgrade ITSM 5 to 7, migrate yes but not upgrade. That's a whole can of other worms. Matt Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral arnab...@gmail.com wrote: ** Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need urgent help
It's not a stick a cd in the drive upgrade though. There is a whole business change process to work through. Sent from my iPhone On 19 May 2010, at 16:48, Ben Chernys ben.cher...@softwaretoolhouse.com wrote: Matt, It IS possible to migrate the data in a automated way. That includes People, Groups, Help Desk Tickets, Assets etc. We offer a fixed price service that will migrate all foundation and transaction data along with any customised data using Meta-Update. Other customers have done this as well on their own using Meta-Update. This IS a data migration and it therefore excludes workflow migration but does include any customised data. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: ben.cher...@softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: May 19, 2010 5:09 PM To: arslist@ARSLIST.ORG Subject: Re: Need urgent help And it is not possible to upgrade ITSM 5 to 7, migrate yes but not upgrade. That's a whole can of other worms. Matt Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral arnab...@gmail.com wrote: ** Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
Yup, I was heading down this road. Code below is good, but you forgot the part
that goes in the HEAD section.
script type=text/javascript
/* Modified to support Opera */
function bookmarksite(title,url){
if (window.sidebar) // firefox
window.sidebar.addPanel(title, url, );
else if(window.opera window.print){ // opera
var elem = document.createElement('a');
elem.setAttribute('href',url);
elem.setAttribute('title',title);
elem.setAttribute('rel','sidebar');
elem.click();
}
else if(document.all)// ie
window.external.AddFavorite(url, title);
}
/script
I've been using a View field and was getting odd behavior. Need to tweak.
Thanks!
Curt A. Schryver
717-810-2109 tel
cschry...@tycoelectronics.com
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, May 19, 2010 12:26 PM
To: arslist@ARSLIST.ORG
Subject: Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
I also found you can change your click here code.
Make it a Remedy button (shown as a URL) and an AL that does a Run process
javascript
javascript:bookmarksite('Sites Name', 'url');
In pure HTML the link code is:
a href=javascript:bookmarksite('Dynamic Drive',
'http://www.dynamicdrive.com')Bookmark this site!/a
And, if your site's title contains apostrophes, they need to be backslashed
when entered:
a href=javascript:bookmarksite('Mike\'s Place',
'http://www.google.com')Bookmark this site!/a
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Grooms, Frederick W
Sent: Wednesday, May 19, 2010 11:12 AM
To: arslist@ARSLIST.ORG
Subject: Re: Best Practice: Prevent user from bookmarking resolved mid-tier page
I don't think there is an easy to stop a user from doing a bookmark.
Off the top of my head ... you can try doing the following:
Put a global field on each of your pages. Have the ASP page push a known value
to this field. You can then add a Window Open AL (shared on each page) that
runs some javascript to redirect to the ASP page if the global field does not
have the known value.
Fred
-Original Message-
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Schryver, Curt
Sent: Wednesday, May 19, 2010 11:00 AM
To: arslist@ARSLIST.ORG
Subject: Best Practice: Prevent user from bookmarking resolved mid-tier page
**
Good day, all.
I'm looking for input from the community as to what everyone else does to
prevent their customers from bookmarking resolved mid-tier pages.
We're updating our submit a help ticket web page. We have an ASP page that
grabs the logged in (Active Directory) user's ID, redirects to our MT page,
while prepopulating the MT page with their information. Generally, we only
want to share that ASP page. We can and will have it on various Help Desk web
pages within the company, but a lot of people will be receiving the new page
via e-mail. Once they click on it, they'll be on the MT page and if they try
to bookmark it, it will cause problems the next time they try to visit the
link. I've added text to the top of the screen that says, Do not bookmark
this page; to save as a Favorite, right-click here and select Add To
Favorites. The word 'here' is hyperlinked to the ASP page. This, needless to
say, does not work well. For one thing, the Favorite by default wants to save
as the word 'here.' Also, people 1) don't read, 2) don't fully understand the
terminology, and 3) don't read.
I've dabbled with some JavaScript, but haven't hit upon the right combination
to make this clean. I've considered something with frames but ran away
screaming.
What does everyone else do?
Thanks!
Curt A. Schryver
Action Request System Administrator
Tyco Electronics
100 AMP Drive
MS 161-043
Harrisburg, PA 17105
717-810-2109 tel
717-810-2124 fax
cschry...@tycoelectronics.com
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
___
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Re: Can we release the user without Administrator rights
Hi William, We have tried it on a dev server and the server properly interprets .5 to be a non-integer number and converts it to 0 during processing. A setting of 0 is then converted to the default value for license-timeout, which is 2 hours. So while you can certainly set the value in the ar.cfg file to be .5, the system will not reduce the timeout below 3600 seconds (i.e. 1 hour). We even tried variations of 0.5, 0.8, .8 and others and found that the server consistently and properly maintains 1 hour as the minimum - with 2 hours being the default. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 William Abdo Sent: Wednesday, May 19, 2010 8:01 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi David, You should try it on you dev server, you will see it does work. Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, May 19, 2010 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights The license timeout cannot be set lower than one hour. Therefore, this is not news. ;-) From the Configuring Guide, License-Timeout is: The number of hours the AR System server waits before disconnecting inactive users. If a user is holding a floating license, the system also frees the license at this time. The default value is two hours. Someone may be confusing this with the Session Timeout on the Mid-Tier, which is granular down to minutes. But while a session can be timed out faster than one hour, the license timeout would still be enforced. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 Misi Mladoniczky Sent: Wednesday, May 19, 2010 6:18 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC Remedy license policy. 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Version 7.1 We are releasing the user from Remedy as follows. AR System Administration Console Application Users / Groups /
Re: Alert Text on Alert Events - max length
I have Rick. We have no users relying the Alert mechanism. Email is the standard people notification mechanism here and I think that will remain true. However, the IBM Netcool bi-directional gateway utilizes the Alert service for its communication back to Netcool from ARS. I know that's probably not the best design considering where the Alert service is headed with future versions. That aside, we have situations where the outgoing notification is being clipped to 255 characters on the ARS side, thereby truncating the notification that is read into the Netcool event. I increased the Alert Text field to 'unlimited' in my development environment and everything seems to be functioning properly (long text is present in the notification back to Netcool), just wondering if there is some other area that might be adversely affected by this change...table fields that display the field (if there are any) immediately come to mind. There probably is a limit to what Netcool can process; we haven't hit that limit and I don't want ARS to be the driver of that limit if I can avoid it. Thanks! Thanks, Jonathan Jones Southern Company Services 205-257-4799 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 11:53 AM To: arslist@ARSLIST.ORG Subject: Re: Alert Text on Alert Events - max length ** Have you considered the capacity of your receiving devices, as well as that of those trying to read the alerts, prior to starting down this road? Rick On Tue, May 18, 2010 at 9:44 AM, Jones, Jonathan Clark jonaj...@southernco.commailto:jonaj...@southernco.com wrote: Hi Listers! Has anyone ever expanded the Alert Text field's input length on the Alert Events form to allow for more informative alerts to be sent? Currently the field is set to 255 in our environment (ITSM 7.5 on ARS 7.5 on Oracle 10g) and I would like to change its input length to unlimited. Any gotchas? Thanks, Jonathan Jones Southern Company Services 205-257-4799 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need urgent help
Indeed not! Else my rates would be a lot less! Just to let you know that there is a way to automate the data portion of the upgrade / migrate process that includes data cleansing and can handle moving (for example) a one record Help Desk Ticket into the thirty or so records required in 7.x, move the Assets to CIs, move the associations, People and so on. I've even seen one customer automate SLAs (from a heavily customised - multi-tenant ITSM 5!) into OOTB SLM 7 (against my recommendation because the meanings have changed). Cheers Ben -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: May 19, 2010 7:02 PM To: arslist@ARSLIST.ORG Subject: Re: Need urgent help It's not a stick a cd in the drive upgrade though. There is a whole business change process to work through. Sent from my iPhone On 19 May 2010, at 16:48, Ben Chernys ben.cher...@softwaretoolhouse.com wrote: Matt, It IS possible to migrate the data in a automated way. That includes People, Groups, Help Desk Tickets, Assets etc. We offer a fixed price service that will migrate all foundation and transaction data along with any customised data using Meta-Update. Other customers have done this as well on their own using Meta-Update. This IS a data migration and it therefore excludes workflow migration but does include any customised data. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email: ben.cher...@softwaretoolhouse.com Web: www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: May 19, 2010 5:09 PM To: arslist@ARSLIST.ORG Subject: Re: Need urgent help And it is not possible to upgrade ITSM 5 to 7, migrate yes but not upgrade. That's a whole can of other worms. Matt Actually, the 5.x documents are on the BMCDN. Just do a search for them there, they're all in a zip file. Rick On Wed, May 19, 2010 at 7:55 AM, Arnab Baral arnab...@gmail.com wrote: ** Hi Listers, We are in the plan of upgrading AR system applications which are in version 5 as of now. They will be upgraded to ARS 7.0. We will be using Oracle 10 g as the DB. Please share any related doc since BMC portal does not have any doc of version 5 as of now. At the same time we need to upgrade ITSM 5 and helpdesk to version 7 and have to take care of all foundation data (people,incidents etc) Please get back to me and I will be waiting eagerly for your reply. Regards Arnab _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _ _ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are __ __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ITSM upgrade stuck at 43% no matter what the version is.
Having major problems upgrading to ITSM 7.6 We have upgraded to ARS7.5 Patch 4/CMDB 7.6 Patch 1 successfully. Currently running ITSM 7.0.03 Patch 9 with compatibility patch. Every time I attempt to upgrade, making a clone of production, the install gets stuck at Installing ITSM extensions 43% Complete I have at times let it run for over 2 days just to make sure it actually didn't take that long. Only way to kill is to either restart ARS Server or cancel the install. Has anyone seen or heard of this install getting stuck at 43%? I have even tried ITSM 7.5, 7.5.01, and 7.6 with no patches and they all stop at 43%. ITSM 7.0.03 P9 ARS 7.4 P4 CMDB 7.6 P1 Windows 2003 SQL2005 Tim ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM upgrade stuck at 43% no matter what the version is.
Could it be a system memory issue, or disk space? It would probably slow way down if it had to start swapping. Some of the installer versions don't restart the Remedy service as they should - you have to start it manually. Your log files might give an idea where it's stuck. Rick On Wed, May 19, 2010 at 10:36 AM, Hulmes, Timothy W Mr CTR US USA timothy.hul...@us.army.mil wrote: ** Having major problems upgrading to ITSM 7.6 We have upgraded to ARS7.5 Patch 4/CMDB 7.6 Patch 1 successfully. Currently running ITSM 7.0.03 Patch 9 with compatibility patch. Every time I attempt to upgrade, making a clone of production, the install gets stuck at “Installing ITSM extensions 43% Complete” I have at times let it run for over 2 days just to make sure it actually didn’t take that long. Only way to kill is to either restart ARS Server or cancel the install. Has anyone seen or heard of this install getting stuck at 43%? I have even tried ITSM 7.5, 7.5.01, and 7.6 with no patches and they all stop at 43%. ITSM 7.0.03 P9 ARS 7.4 P4 CMDB 7.6 P1 Windows 2003 SQL2005 Tim _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Alert Text on Alert Events - max length
Netcool uses the Alert API. See if there are any restrictions there by looking the the c API reference at the ARDecodeAlertMessage call. Having just looked I think you'll be in luck as it seems that there is no restriction on the length there. Cheers Ben _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jones, Jonathan Clark Sent: May 19, 2010 7:28 PM To: arslist@ARSLIST.ORG Subject: Re: Alert Text on Alert Events - max length ** I have Rick. We have no users relying the Alert mechanism. Email is the standard people notification mechanism here and I think that will remain true. However, the IBM Netcool bi-directional gateway utilizes the Alert service for its communication back to Netcool from ARS. I know that's probably not the best design considering where the Alert service is headed with future versions. That aside, we have situations where the outgoing notification is being clipped to 255 characters on the ARS side, thereby truncating the notification that is read into the Netcool event. I increased the Alert Text field to 'unlimited' in my development environment and everything seems to be functioning properly (long text is present in the notification back to Netcool), just wondering if there is some other area that might be adversely affected by this change.table fields that display the field (if there are any) immediately come to mind. There probably is a limit to what Netcool can process; we haven't hit that limit and I don't want ARS to be the driver of that limit if I can avoid it. Thanks! Thanks, Jonathan Jones Southern Company Services 205-257-4799 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 11:53 AM To: arslist@ARSLIST.ORG Subject: Re: Alert Text on Alert Events - max length ** Have you considered the capacity of your receiving devices, as well as that of those trying to read the alerts, prior to starting down this road? Rick On Tue, May 18, 2010 at 9:44 AM, Jones, Jonathan Clark jonaj...@southernco.com wrote: Hi Listers! Has anyone ever expanded the Alert Text field's input length on the Alert Events form to allow for more informative alerts to be sent? Currently the field is set to 255 in our environment (ITSM 7.5 on ARS 7.5 on Oracle 10g) and I would like to change its input length to unlimited. Any gotchas? Thanks, Jonathan Jones Southern Company Services 205-257-4799 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ attend wwrug10 www.wwrug.com http://www.wwrug.com/ ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Alert Text on Alert Events - max length
You can test the Netcool aspect (there's not great doc there) by adding a text field and increasing its size until Netcool complains (in the Netcool Gateway log). You don't have to do much with the text field. Perhaps just log it. You obviously need to know how to code the Netcool Gateway's config file. I'm also not sure that Netcool made the right decision to be an Alert client. I know that they had to rewrite the code when Alerts were introduced (in 5 or 5.12) and notifies (remember them?) were dropped. But that's all history now. Netcool uses the normal GetListEntry and Create / Set to do its ARS directed work. It supplies a form that it writes into and workflow can be attached to that form to do what you like. In any event, should BMC drop Alerts for another idea it's not that hard to write code given the right people. Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 + [ DST ] Email:mailto:ben.cher...@softwaretoolhouse.com ben.cher...@softwaretoolhouse.com Web: http://www.softwaretoolhouse.com/ www.softwaretoolhouse.com Check out Software Tool House's free Diary Editor. Meta-Update, our premium ARS Data tool, lets you automate your imports, migrations, in no time at all, without programming, without staging forms, without merge workflow. http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com/ _ From: Ben Chernys [mailto:ben.cher...@softwaretoolhouse.com] Sent: May 19, 2010 7:51 PM To: 'arslist@ARSLIST.ORG' Subject: RE: Alert Text on Alert Events - max length Netcool uses the Alert API. See if there are any restrictions there by looking the the c API reference at the ARDecodeAlertMessage call. Having just looked I think you'll be in luck as it seems that there is no restriction on the length there. Cheers Ben _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jones, Jonathan Clark Sent: May 19, 2010 7:28 PM To: arslist@ARSLIST.ORG Subject: Re: Alert Text on Alert Events - max length ** I have Rick. We have no users relying the Alert mechanism. Email is the standard people notification mechanism here and I think that will remain true. However, the IBM Netcool bi-directional gateway utilizes the Alert service for its communication back to Netcool from ARS. I know that's probably not the best design considering where the Alert service is headed with future versions. That aside, we have situations where the outgoing notification is being clipped to 255 characters on the ARS side, thereby truncating the notification that is read into the Netcool event. I increased the Alert Text field to 'unlimited' in my development environment and everything seems to be functioning properly (long text is present in the notification back to Netcool), just wondering if there is some other area that might be adversely affected by this change.table fields that display the field (if there are any) immediately come to mind. There probably is a limit to what Netcool can process; we haven't hit that limit and I don't want ARS to be the driver of that limit if I can avoid it. Thanks! Thanks, Jonathan Jones Southern Company Services 205-257-4799 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Tuesday, May 18, 2010 11:53 AM To: arslist@ARSLIST.ORG Subject: Re: Alert Text on Alert Events - max length ** Have you considered the capacity of your receiving devices, as well as that of those trying to read the alerts, prior to starting down this road? Rick On Tue, May 18, 2010 at 9:44 AM, Jones, Jonathan Clark jonaj...@southernco.com wrote: Hi Listers! Has anyone ever expanded the Alert Text field's input length on the Alert Events form to allow for more informative alerts to be sent? Currently the field is set to 255 in our environment (ITSM 7.5 on ARS 7.5 on Oracle 10g) and I would like to change its input length to unlimited. Any gotchas? Thanks, Jonathan Jones Southern Company Services 205-257-4799 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org http://www.arslist.org/ attend wwrug10 www.wwrug.com http://www.wwrug.com/ ARSlist: Where the Answers Are _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Need confirmation that ARS 7.5 will run on Windows 2003 x64
I have also had (different) issues using 7.5 p4 for a fresh install. This was on Windows 2008 64bit. I end up installing patch 1 since I had successfully done fresh installs with it in the past. Then we went to patch 3 and finally patch 4. I am thinking what you are seeing most likely related to the hardening but it might be worth a shot to start with p1. Jason On Wed, May 19, 2010 at 10:24 AM, Jason Bess jlb...@yahoo.com wrote: If anybody has run into this problem and knows how to fix it, that would be awesome. At the very least, what additional steps did you have to do to install ARS on a 64bit system? Environment App Server - Windows 2003 64bit - hardened by security team DB Server - Windows 2003 64bit with MS SQL 2008 - hardened by security team I'm trying to do a base install of Remedy 7.5 patch 4. The installer creates the database tables, the arsystem directory, registry entries, and BMC ARS service. Then it can't start the service to finish the install. Trying to manually start the service generates the following error... Windows could not start the BMC Remedy action Request System Server on Local Computer. For more information, review the system Event Log. If this is a non-Microsoft service, contact the service vendor, and refer to service-specific error code 1064. Trying to manually execute arserver.exe generates this error... The application failed to initialize properly (0xc005). Click on OK to terminate the application. I've installed Remedy many times, but this is the first on a 64bit system. So I don't know if the problem is something I'm missing with 64bit or part of the system lockdown settings done by the security team. Thanks for any help Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: OT: RKM Login Page (humor)
I feel your pain. In our case it would be something like You may search as often as you like, but the application may elect never to return search results. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Chowdhury, Tauf Sent: Tuesday, May 18, 2010 6:43 AM To: arslist@ARSLIST.ORG Subject: OT: RKM Login Page (humor) What's the disclaimer? Documents hosted within this application may be false, misleading, or may not open when clicked. Sorry... it's a dreary day here in NY. Tauf Chowdhury | Forest Laboratories, Inc. Analyst, Service Management Mobile:646.483.2779 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of versicle Sent: Monday, May 17, 2010 6:19 PM To: arslist@ARSLIST.ORG Subject: RKM Login Page We need to add a disclaimer to the login page of RKM but I noticed it's not a jsp login. Does anyone know where or how I can update the login page to include this disclaimer? TIA Mike -- View this message in context: http://old.nabble.com/RKM-Login-Page-tp28589558p28589558.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ** This e-mail and its attachments may contain Forest Laboratories, Inc. proprietary information that is privileged, confidential or subject to copyright belonging to Forest Laboratories, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, or the employee or agent responsible for delivering this e-mail to the intended recipient, you are hereby notified that any dissemination, distribution, copying or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, please notify the sender immediately and permanently delete the original and any copy of this e-mail and any printout. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM upgrade stuck at 43% no matter what the version is.
What does the install log say? Sent from my iPhone On 2010-05-19, at 1:36 PM, Hulmes, Timothy W Mr CTR US USA timothy.hul...@us.army.mil wrote: ** Having major problems upgrading to ITSM 7.6 We have upgraded to ARS7.5 Patch 4/CMDB 7.6 Patch 1 successfully. Currently running ITSM 7.0.03 Patch 9 with compatibility patch. Every time I attempt to upgrade, making a clone of production, the install gets stuck at “Installing ITSM extensions 43% Complete” I have at times let it run for over 2 days just to make sure it actu ally didn’t take that long. Only way to kill is to either restart ARS Server or cancel the install. Has anyone seen or heard of this install getting stuck at 43%? I have even tried ITSM 7.5, 7.5.01, and 7.6 with no patches and they all stop at 43%. ITSM 7.0.03 P9 ARS 7.4 P4 CMDB 7.6 P1 Windows 2003 SQL2005 Tim _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Mass renaming workflow
Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
If I was allowed to buy or use it onsite here, it certainly would be. :^) Kelly Logan Office : 763-764-2375 Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Wednesday, May 19, 2010 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
Developer Studio does this quite easy... -- Jarl 2010/5/19 Kelly Logan kelly.lo...@genmills.com: ** If I was allowed to buy or use it onsite here, it certainly would be. :^) Kelly Logan Office : 763-764-2375 Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Wednesday, May 19, 2010 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk “*” on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I’m concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
I'd recommend arutilities as well, however, if that isn't an option, you can export the info to a def file. Use an editor to search/replace. You'll have to be very careful in editing it. Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 kelly.lo...@genmills.com 05/19/10 3:48 PM ** If I was allowed to buy or use it onsite here, it certainly would be. :^) Kelly LoganOffice : 763-764-2375Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Wednesday, May 19, 2010 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly LoganRemedy Consultant_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
Jarl, I haven't seen how in Dev Studio you can do a mass name change. That would be nice. Can you share how you do that? Thanks, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: Wednesday, May 19, 2010 3:57 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow Developer Studio does this quite easy... -- Jarl 2010/5/19 Kelly Logan kelly.lo...@genmills.com: ** If I was allowed to buy or use it onsite here, it certainly would be. :^) Kelly Logan Office : 763-764-2375 Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Wednesday, May 19, 2010 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
Admin tool 7.1 has the ability to edit multiple pieces of workflow at the same time and on the Advanced tab do a replace from x to y...I've used this in the past to do renames. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: Wednesday, May 19, 2010 1:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
Mark the active links/filter, and right click. Then choose Edit -- Jarl 2010/5/19 Mark Lev mark@rightstar.com: Jarl, I haven't seen how in Dev Studio you can do a mass name change. That would be nice. Can you share how you do that? Thanks, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: Wednesday, May 19, 2010 3:57 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow Developer Studio does this quite easy... -- Jarl 2010/5/19 Kelly Logan kelly.lo...@genmills.com: ** If I was allowed to buy or use it onsite here, it certainly would be. :^) Kelly Logan Office : 763-764-2375 Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Wednesday, May 19, 2010 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
That's it - thank you LJ, and Jarl! Kelly Logan Office : 763-764-2375 Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of LJ LongWing Sent: Wednesday, May 19, 2010 3:27 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** Admin tool 7.1 has the ability to edit multiple pieces of workflow at the same time and on the Advanced tab do a replace from x to y.I've used this in the past to do renames. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: Wednesday, May 19, 2010 1:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
sql server
Has anyone experienced any issues using SQL Server 2k8 standard edition instead of enterprise edition? This is with 7.1 version of AR System. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ COMM: 405 582 4272 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Mass renaming workflow
Awesome! Thanks Jarl. I imagine that is in the documentation somewhere. I did look before asking, but couldn't find it readily. Thanks, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: Wednesday, May 19, 2010 4:27 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow Mark the active links/filter, and right click. Then choose Edit -- Jarl 2010/5/19 Mark Lev mark@rightstar.com: Jarl, I haven't seen how in Dev Studio you can do a mass name change. That would be nice. Can you share how you do that? Thanks, Mark -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jarl Grøneng Sent: Wednesday, May 19, 2010 3:57 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow Developer Studio does this quite easy... -- Jarl 2010/5/19 Kelly Logan kelly.lo...@genmills.com: ** If I was allowed to buy or use it onsite here, it certainly would be. :^) Kelly Logan Office : 763-764-2375 Mobile: 313-645-4552 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Matt Worsdell Sent: Wednesday, May 19, 2010 2:41 PM To: arslist@ARSLIST.ORG Subject: Re: Mass renaming workflow ** http://www.arutilities.com/ is your friend. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kelly Logan Sent: 19 May 2010 8:29 PM To: arslist@ARSLIST.ORG Subject: Mass renaming workflow ** Hello All, I would like to modify a workflow naming convention, which leaves me with several hundred disabled active links and filters that have an asterisk * on their end. Has anyone done a mass rename like this? It certainly seems like you could do so through the database, but I'm concerned that there is more than actlink.name that will need to be simultaneously modified. (Or perhaps there is a server cache that has to be rebuilt?) Thank you in advance for your ideas and experiences! :^) Kelly Logan Remedy Consultant _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: sql server
Well..Gary, as I'm sure you are aware that's not a supported configuration.I don't have any experience with it kuz I try to stay within supported configurations..but BMC I'm sure wouldn't recommend it J From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Opela, Gary L CTR USAF ABW 72 ABW/SCOOA Sent: Wednesday, May 19, 2010 2:42 PM To: arslist@ARSLIST.ORG Subject: sql server ** Has anyone experienced any issues using SQL Server 2k8 standard edition instead of enterprise edition? This is with 7.1 version of AR System. Thanks, Gary Opela, Jr. Sr. Remedy Engineer Avaya Phone Admin RSP Cert, Sec+ COMM: 405 582 4272 _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Is there a way to restrict access to web services?
Hi List, Is there a way to restrict access to web services so that users would need to ask administrators before they could consume already built web services? We'd like to restrict it for specific web services (i.e. web service 1 has a set of users accessing it and web service 2 may have different users accessing it) This way, admins have better control of who accesses system and what processes are being done. AR System 7.5 ITSM 7.6 CMDB 7.6 Thanks! Kaye NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Is there a way to restrict access to web services?
You can provide permissions to web services in the same way you provide access to forms..to do this though you need to disable anonymous web services (if you have that enabled) From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Kaye Bernales Sent: Wednesday, May 19, 2010 6:42 PM To: arslist@ARSLIST.ORG Subject: Is there a way to restrict access to web services? ** Hi List, Is there a way to restrict access to web services so that users would need to ask administrators before they could consume already built web services? We'd like to restrict it for specific web services (i.e. web service 1 has a set of users accessing it and web service 2 may have different users accessing it) This way, admins have better control of who accesses system and what processes are being done. AR System 7.5 ITSM 7.6 CMDB 7.6 Thanks! Kaye NOTICE The information contained in this email is confidential. If you are not the intended recipient, you must not disclose or use the information in this email in any way. If you received it in error, please tell us immediately by return email and delete the document. We do not guarantee the integrity of any e-mails or attached files and are not responsible for any changes made to them by any other person. _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Can we release the user without Administrator rights
Yes I do agree with David..System do not recognises the value set to 0.5.. it still take what is written in the admin console.. i,e 1 hour, on midtier it works. i have set a time limit of 10 minutes. Regards Rajesh -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, May 19, 2010 10:45 PM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi William, We have tried it on a dev server and the server properly interprets .5 to be a non-integer number and converts it to 0 during processing. A setting of 0 is then converted to the default value for license-timeout, which is 2 hours. So while you can certainly set the value in the ar.cfg file to be .5, the system will not reduce the timeout below 3600 seconds (i.e. 1 hour). We even tried variations of 0.5, 0.8, .8 and others and found that the server consistently and properly maintains 1 hour as the minimum - with 2 hours being the default. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 William Abdo Sent: Wednesday, May 19, 2010 8:01 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi David, You should try it on you dev server, you will see it does work. Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Easter, David Sent: Wednesday, May 19, 2010 10:42 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights The license timeout cannot be set lower than one hour. Therefore, this is not news. ;-) From the Configuring Guide, License-Timeout is: The number of hours the AR System server waits before disconnecting inactive users. If a user is holding a floating license, the system also frees the license at this time. The default value is two hours. Someone may be confusing this with the Session Timeout on the Mid-Tier, which is granular down to minutes. But while a session can be timed out faster than one hour, the license timeout would still be enforced. -David J. Easter Sr. Product Manager, Enterprise Service Management 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 Misi Mladoniczky Sent: Wednesday, May 19, 2010 6:18 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi, You mean that it is possible to set the floating license timeout to 30 minutes??? This is definitely news to me! 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. Find these products, and many free tools and utilities, at http://rrr.se. Hi Amanullah, You could try setting the value in the ar.cfg file to .5 (lowest possible value) You cannot do that through the interface though. You have to manually edit the ar.cfg file License-Timeout: .5 Respectfully, William Abdo -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Misi Mladoniczky Sent: Wednesday, May 19, 2010 5:07 AM To: arslist@ARSLIST.ORG Subject: Re: Can we release the user without Administrator rights Hi Amanullah, Have you tried to evaluate your current license usage with the free test-version of RRR|License? In the typical situation, you can free up about 20-30% of your floating licenses just by assigning them to the right person! I definitely think that you need to be an administrator to perform the release, but I am not 100% sure. You have to try it out. Possibly a change to the permissions of the below mentioned Vendor-form will suffice. The release is triggered by a push-fields to the FORM: AR System Administration: License Review From the ACTL: AR System Administration: ManageUserLic - On Release User Button Note that it is not allowed to use this functionality on a regular basis to circumvent the BMC
Re: +++++Strange user Account issue .
Hi Rick I have removed all his application permissions, groups and roles and re-instated them, but still I get this. There are currently changes and incidents in his name that is why I have not removed the account completely and recreate it, however I am at that point now out of desperation:) Regards Enslin van Blerk From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: 19 May 2010 06:51 PM To: arslist@ARSLIST.ORG Subject: Re: +Strange user Account issue . ** It sometimes happens that application permissions get kind of corrupted or take up residence outside the cache. Have you tried dropping and re-adding the CM permissions for that user? Rick On Wed, May 19, 2010 at 9:46 AM, Enslin Van Blerk - MWEB evanbl...@mweb.commailto:evanbl...@mweb.com wrote: ** Hi Everyone I have a user on our system with exactly the same access configurations as his team members; however this person does not see the Approvers TAB in the Change form. I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding the Approver TAB for this user and I don't know why? :) I am going crazy. The RunIf qualification: (($OPERATION$ = CREATE ) AND (NOT ($GROUPS$ LIKE %Infrastructure Change Master% )) AND (NOT ($GROUPS$ LIKE %Infrastructure Change User% )) AND ($GROUPS$ LIKE %Infrastructure Change Submit% )) OR ( 'z1G_CHGShowApprovers' = No) Group List in the User form for both employees. Infrastructure Change User 100039 General Access Asset Viewer Incident User Unrestricted Access Can anyone give me some assistance or guidance with this? I will open a change window in create(New), at this stange the approver TAB is hidden for all. Then I will press F3 to go to (Search) mode and this is when the active link incorrectly runs for this ONE user? ACTL Checking CHG:CRQ:ICSubmitter_111_HidePages (111) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Approvers (301890300) ACTL Change field to hidden ACTL 1: Set Characteristics ACTL For field -- z2NI_CreateIncident (301797800) ACTL Change field to hidden ACTL 2: Set Characteristics ACTL For field -- z2NI_CreateKnownError (105697) ACTL Change field to hidden ACTL 3: Set Characteristics ACTL For field -- z2NI_CreateProblem (105696) ACTL Change field to hidden Regards Enslin van Blerk [%20]http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.commailto:ab...@mweb.com for a copy. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: +++++Strange user Account issue .
Hi Enslin, Does everything else work ok for this user? Is this the only place were his permissions seem to be amiss? Do you have Allow Unregistered Users turned on in your environment? If so are you sure that he is logging in with his username in the same case as it is in the User form? With Allow Unregistered Users turned on users can login because they authenticate at the OS or LDAP level but to ARS with their credentials. They are allowed in as an Unregistered User but the permissions in the User form will not be applied. Jason On Wed, May 19, 2010 at 9:38 PM, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: ** Hi Rick I have removed all his application permissions, groups and roles and re-instated them, but still I get this. There are currently changes and incidents in his name that is why I have not removed the account completely and recreate it, however I am at that point now out of desperationJ Regards *Enslin van Blerk*** -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Rick Cook *Sent:* 19 May 2010 06:51 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: +Strange user Account issue . ** It sometimes happens that application permissions get kind of corrupted or take up residence outside the cache. Have you tried dropping and re-adding the CM permissions for that user? Rick On Wed, May 19, 2010 at 9:46 AM, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: ** Hi Everyone I have a user on our system with exactly the same access configurations as his team members; however this person does not see the Approvers TAB in the Change form. I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding the Approver TAB for this user and I don’t know why? J I am going crazy. *The RunIf qualification*: (($OPERATION$ = CREATE ) AND (NOT ($GROUPS$ LIKE %Infrastructure Change Master% )) AND (NOT ($GROUPS$ LIKE %Infrastructure Change User% )) AND ($GROUPS$ LIKE %Infrastructure Change Submit% )) OR ( 'z1G_CHGShowApprovers' = No) *“Group List” in the User form for both employees*. Infrastructure Change User 100039 General Access Asset Viewer Incident User Unrestricted Access Can anyone give me some assistance or guidance with this? I will open a change window in create(New), at this stange the approver TAB is hidden for all. Then I will press F3 to go to (Search) mode and this is when the active link incorrectly runs for this ONE user? ACTL Checking CHG:CRQ:ICSubmitter_111_HidePages (111) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Approvers (301890300) ACTL Change field to hidden ACTL 1: Set Characteristics ACTL For field -- z2NI_CreateIncident (301797800) ACTL Change field to hidden ACTL 2: Set Characteristics ACTL For field -- z2NI_CreateKnownError (105697) ACTL Change field to hidden ACTL 3: Set Characteristics ACTL For field -- z2NI_CreateProblem (105696) ACTL Change field to hidden Regards *Enslin van Blerk* -- [image: footer (34K)] http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com ab...@mweb.com for a copy. -- _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: +++++Strange user Account issue .
Hi Jason We do allow Unregistered Users however if your username is not a 100% match with the one in Remedy you will not be able to see the change management console/form. He can create changes, update change etc. It is just this active link that is running on his account when I open a change form in search mode which to me is extremely weird. Regards Enslin van Blerk Technology OSS MWEB Connect Tel: +27 21 596 8868 evanbl...@mweb.commailto:evanbl...@mweb.com From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Jason Miller Sent: 20 May 2010 06:57 AM To: arslist@ARSLIST.ORG Subject: Re: +Strange user Account issue . ** Hi Enslin, Does everything else work ok for this user? Is this the only place were his permissions seem to be amiss? Do you have Allow Unregistered Users turned on in your environment? If so are you sure that he is logging in with his username in the same case as it is in the User form? With Allow Unregistered Users turned on users can login because they authenticate at the OS or LDAP level but to ARS with their credentials. They are allowed in as an Unregistered User but the permissions in the User form will not be applied. Jason On Wed, May 19, 2010 at 9:38 PM, Enslin Van Blerk - MWEB evanbl...@mweb.commailto:evanbl...@mweb.com wrote: ** Hi Rick I have removed all his application permissions, groups and roles and re-instated them, but still I get this. There are currently changes and incidents in his name that is why I have not removed the account completely and recreate it, however I am at that point now out of desperation:) Regards Enslin van Blerk From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Rick Cook Sent: 19 May 2010 06:51 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: +Strange user Account issue . ** It sometimes happens that application permissions get kind of corrupted or take up residence outside the cache. Have you tried dropping and re-adding the CM permissions for that user? Rick On Wed, May 19, 2010 at 9:46 AM, Enslin Van Blerk - MWEB evanbl...@mweb.commailto:evanbl...@mweb.com wrote: ** Hi Everyone I have a user on our system with exactly the same access configurations as his team members; however this person does not see the Approvers TAB in the Change form. I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding the Approver TAB for this user and I don't know why? :) I am going crazy. The RunIf qualification: (($OPERATION$ = CREATE ) AND (NOT ($GROUPS$ LIKE %Infrastructure Change Master% )) AND (NOT ($GROUPS$ LIKE %Infrastructure Change User% )) AND ($GROUPS$ LIKE %Infrastructure Change Submit% )) OR ( 'z1G_CHGShowApprovers' = No) Group List in the User form for both employees. Infrastructure Change User 100039 General Access Asset Viewer Incident User Unrestricted Access Can anyone give me some assistance or guidance with this? I will open a change window in create(New), at this stange the approver TAB is hidden for all. Then I will press F3 to go to (Search) mode and this is when the active link incorrectly runs for this ONE user? ACTL Checking CHG:CRQ:ICSubmitter_111_HidePages (111) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Approvers (301890300) ACTL Change field to hidden ACTL 1: Set Characteristics ACTL For field -- z2NI_CreateIncident (301797800) ACTL Change field to hidden ACTL 2: Set Characteristics ACTL For field -- z2NI_CreateKnownError (105697) ACTL Change field to hidden ACTL 3: Set Characteristics ACTL For field -- z2NI_CreateProblem (105696) ACTL Change field to hidden Regards Enslin van Blerk [%20]http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.commailto:ab...@mweb.com for a copy. _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers
Re: +++++Strange user Account issue .
Just a thought :) Have you tried having him open record somewhere (test form, test Incident, etc) and enter $GROUPS$ into a field and save. This will resolve to the groups he is a member of. Then compare that to what is in the User form. This might help show something like what Rick was talking about. Jason On Wed, May 19, 2010 at 10:03 PM, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: ** Hi Jason We do allow Unregistered Users however if your username is not a 100% match with the one in Remedy you will not be able to see the change management console/form. He can create changes, update change etc. It is just this active link that is running on his account when I open a change form in search mode which to me is extremely weird. Regards *Enslin van Blerk*** *Technology OSS*** *MWEB** Connect* *Tel: +27 21 596 8868*** *evanbl...@mweb.com* -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Jason Miller *Sent:* 20 May 2010 06:57 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: +Strange user Account issue . ** Hi Enslin, Does everything else work ok for this user? Is this the only place were his permissions seem to be amiss? Do you have Allow Unregistered Users turned on in your environment? If so are you sure that he is logging in with his username in the same case as it is in the User form? With Allow Unregistered Users turned on users can login because they authenticate at the OS or LDAP level but to ARS with their credentials. They are allowed in as an Unregistered User but the permissions in the User form will not be applied. Jason On Wed, May 19, 2010 at 9:38 PM, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: ** Hi Rick I have removed all his application permissions, groups and roles and re-instated them, but still I get this. There are currently changes and incidents in his name that is why I have not removed the account completely and recreate it, however I am at that point now out of desperationJ Regards *Enslin van Blerk* -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Rick Cook *Sent:* 19 May 2010 06:51 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: +Strange user Account issue . ** It sometimes happens that application permissions get kind of corrupted or take up residence outside the cache. Have you tried dropping and re-adding the CM permissions for that user? Rick On Wed, May 19, 2010 at 9:46 AM, Enslin Van Blerk - MWEB evanbl...@mweb.com wrote: ** Hi Everyone I have a user on our system with exactly the same access configurations as his team members; however this person does not see the Approvers TAB in the Change form. I found an Active Link CHG:CRQ:ICSubmitter_111_HidePages which is hiding the Approver TAB for this user and I don’t know why? J I am going crazy. *The RunIf qualification*: (($OPERATION$ = CREATE ) AND (NOT ($GROUPS$ LIKE %Infrastructure Change Master% )) AND (NOT ($GROUPS$ LIKE %Infrastructure Change User% )) AND ($GROUPS$ LIKE %Infrastructure Change Submit% )) OR ( 'z1G_CHGShowApprovers' = No) *“Group List” in the User form for both employees*. Infrastructure Change User 100039 General Access Asset Viewer Incident User Unrestricted Access Can anyone give me some assistance or guidance with this? I will open a change window in create(New), at this stange the approver TAB is hidden for all. Then I will press F3 to go to (Search) mode and this is when the active link incorrectly runs for this ONE user? ACTL Checking CHG:CRQ:ICSubmitter_111_HidePages (111) ACTL - Passed qualification -- perform if actions ACTL 0: Set Characteristics ACTL For field -- Approvers (301890300) ACTL Change field to hidden ACTL 1: Set Characteristics ACTL For field -- z2NI_CreateIncident (301797800) ACTL Change field to hidden ACTL 2: Set Characteristics ACTL For field -- z2NI_CreateKnownError (105697) ACTL Change field to hidden ACTL 3: Set Characteristics ACTL For field -- z2NI_CreateProblem (105696) ACTL Change field to hidden Regards *Enslin van Blerk* -- [image: footer (34K)] http://www.mweb.co.za/productsservices/ This electronic communication and the attached file(s) are subject to a disclaimer which can be accessed on the following link: Disclaimerhttp://www.mweb.co.za/disclaimer - or copy the following URL into your browser - http://www.mweb.co.za/disclaimer. If you are unable to view the disclaimer, please contact ab...@mweb.com ab...@mweb.com for a copy. -- _attend WWRUG10
