Re: URL Problem in Notifications
Hi experts, Is this a common issue, We all are facing this issue. Thanks and Regards, Prasanth.p | Remedy Team| VOIP:1113 | Mob : +91 999 559 5875 From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ibrahim Akar Sent: Saturday, August 28, 2010 10:47 PM To: arslist@ARSLIST.ORG Subject: URL Problem in Notifications ** As part of the email notifications about incidents I am receiving emails with a URL that does not work and has something strange in it. For Example, http://my-domain-name.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotif ierserver=satellite.workgroupeid=NTS4377 My server name is satellite but where is the .workgroup in the URL coming from? And even if I remove the .workgroup from the URL, it still does not work. -Ibrahim Akar PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL _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 image001.png
Re: URL Problem in Notifications
Hi, I have not worked on version higher them 7. I have seen this on earlier version On the notification filter there is a check box called Add Shortcuts. Uncheck that. You will no longer get the link mentioned below. I don't know if this is still on 7X but I have feeling that this might be present Regards Rajesh From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Prasanth Prabhakaran (UST, IND) Sent: Monday, August 30, 2010 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: URL Problem in Notifications Hi experts, Is this a common issue, We all are facing this issue. Thanks and Regards, Prasanth.p | Remedy Team| VOIP:1113 | Mob : +91 999 559 5875 [cid:image002.jpg@01CB484A.382E2880] From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ibrahim Akar Sent: Saturday, August 28, 2010 10:47 PM To: arslist@ARSLIST.ORG Subject: URL Problem in Notifications ** As part of the email notifications about incidents I am receiving emails with a URL that does not work and has something strange in it. For Example, http://my-domain-name.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=satellite.workgroupeid=NTS4377 My server name is satellite but where is the .workgroup in the URL coming from? And even if I remove the .workgroup from the URL, it still does not work. -Ibrahim Akar PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL _attend WWRUG10 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_ Important notice: This e-mail and any attachment there to contains corporate proprietary information. If you have received it by mistake, please notify us immediately by reply e-mail and delete this e-mail and its attachments from your system. Thank You. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are inline: image002.jpg
[no subject]
http://freddymaccauley0429.angelfire.com/ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Sr. Remedy Developer / Tech Lead
Clients have been using that lame excuse since '01. Personally, I'm simply not buying it any more. Jennifer Meyer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe D'Souza Sent: Friday, August 27, 2010 11:11 PM To: arslist@ARSLIST.ORG Subject: Re: Sr. Remedy Developer / Tech Lead Yea dude, you are supposed to live off a dime these days :-) Don't you know their clients cannot pay because of the recession :-) -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Rich Etienne Sent: Friday, August 27, 2010 4:37 PM To: arslist@ARSLIST.ORG Subject: Re: Sr. Remedy Developer / Tech Lead If they are looking for a Sr. Remedy Developer why are they not posting the position accordingly and by that I mean offering relocation expenses. They probably expect for you to front the trip costs for the interview as well. Just a thought from a Sr. Rem Dev guy ;) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are 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 by an authorized state official. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Time out Error in External Db Access
I see you state Oracle... What about using a materialized view to pull the data for the menu to your local database? You would then make the SQL menu just a local SQL menu. Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of NNMN Sent: Friday, August 27, 2010 7:24 AM To: arslist@ARSLIST.ORG Subject: Time out Error in External Db Access Hi Folks! So here is the thing about the time out error I am getting. The error that I am recieving is ARERR [93] Timeout during data retrieval due to busy server -- retry the operation Now a small detail on the operations i am performing on the background. 1. A simple SQL Menu where values are fetched from an External db through a db link.(This is one place where the same time out occurs.) 2. An active link which runs on a button click. Now here, the time out occurs only on the actions where there is access to this external db using the same db link which was used above. These actions are simple SQL select statements which retrieve a single row and insert of one record into the external tables and so are not huge time intensive queries. The db link which we tried using at first was a normal db link. At this time we had lots of time out being thrown. Now we tried with a public database link after that, although we know that there is no performance difference between both. Now the time out frequency has come down. Can anyone suggest ways to avoid these time outs completely. These queries which ran from the workflows where tested from Oracle client by connecting to the aradmin db using the same db links and it seems to run pretty fine without considerable delays. The Server logs and client logs also doesn't suggest much, as in client logs the error thrown were just something which says -error while performing filter action- on the correspoding action where the time out occurs(which only happens in one of the action where the external db is accessed) and there is nothing from SQL, filter logs, arerrr logs etc. Any suggestions and solutions are appreciated Thanks in advance :) - With Warm Regards, Naveen ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Open Outlook email from ARS
Hi All, Had an unusual request from a user that I thought I would post to the group. Is there a way for an active link to pop up an new Outlook email with information from the ticket populated. I suspect this would be similar to using MS Word as a spell checker. ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5835 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Open Outlook email from ARS
Mark,
You can use OLE for the windows client or an activelink with javascript
for the midtier users.
-E
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Monday, August 30, 2010 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Open Outlook email from ARS
**
Hi All,
Had an unusual request from a user that I thought I would post to the
group. Is there a way for an active link to pop up an new Outlook email
with information from the ticket populated. I suspect this would be
similar to using MS Word as a spell checker.
ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com mailto:mbritt...@navisite.com
(315) 453-2912 x5835 (Office)
(315) 317.2897 (Cell)
This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.
_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: Open Outlook email from ARS
This has been an ITSM feature for some years, Mark, though it does go through the AR System email forms to send the email. What about creating an outgoing mail template that would simulate the look and feel? Rick -Original Message- From: Brittain, Mark mbritt...@navisite.com Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Mon, 30 Aug 2010 10:41:59 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Open Outlook email from ARS Hi All, Had an unusual request from a user that I thought I would post to the group. Is there a way for an active link to pop up an new Outlook email with information from the ticket populated. I suspect this would be similar to using MS Word as a spell checker. ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5835 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation?
Shawn, Another way to test email notification is to check the records in AR System Email Message form without running Email Engine. The emails will not be sent out but all emails will have records in the form. Eric On Sun, 29 Aug 2010 18:17:47 -0500, Mahesh mchand...@gmail.com wrote: Unfortunately it got past our testing since we arent allowed to have the Email Engine on in our dev/test environment. You may want to build work-flow to ensure that emails go out only to the desired People. This is of huge advantage during UAT sessions. Thanks Mahesh On Sun, Aug 29, 2010 at 6:04 PM, Pierson, Shawn shawn.pier...@sug.comwrote: ** Tauf, Unfortunately it got past our testing since we arent allowed to have the Email Engine on in our dev/test environment. I did check that the SYS:Notification Messages form is populated with the relevant messages, and all the forms that it pulls data from are as well as I can tell too. An unfortunate thing with support is that I opened this call on Friday, but since we have Fast Track support or whatever that model is, we dont get help on the weekends, which unfortunately are when my users are out of the system and I am most free to make changes. I think on Monday I will follow up if I dont hear back first thing in the morning. Thanks, *Shawn Pierson * Remedy Developer | Southern Union *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Chowdhury, Tauf *Sent:* Sunday, August 29, 2010 12:26 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** Shawn, Did you install this in a QA or DEV environment? Can you replicate the issue there? Have you checked the install logs and patch logs for errors? Just for kicks.. maybe check the NTE:Sysnotification messages form to see if the ITSM related records are there and active. Also, if the BMC support analyst is not understanding your issue or handling it correctly, just contact the support manager. You should have gotten their name in the e- mail confirmation on submission of your ticket. They are pretty good at following up. Good luck. -Original Message- From: Action Request System discussion list(ARSList) on behalf of Pierson, Shawn Sent: Sun 8/29/2010 11:40 AM To: arslist@ARSLIST.ORG Subject: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? Good morning, I upgraded our SRM 2.2 install to 7.6, and everything seemed to have went well until we started trying to use ITSM and noticed that it is incapable of generating emails. The Email Engine itself works, so our custom applications that don't use the NTE subsystem are fine, but most other emails from ITSM simply don't get generated. In my Filter log, I see (in the example of Change Management) that it gets to the filter CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! and pushes the data correctly, but after that I don't see anything occur where it would send an email. I do see that the Change Manager information is pulled back in NTE:NPC:GetPreferences_150_PeopleSupportStaff, but beyond that it doesn't really do anything. So basically, my Production system is dead in the water because of this. We're on ITSM 7.0.3 Patch 9 and Patch 7000, and this only became an issue after upgrading to SRM 7.6 Patch 1. Unfortunately, it looks like SRM modified thousands of ITSM forms, fields, and workflow, so there is no good way to tell what could have been affected by this. Also unfortunately, BMC support has been less than helpful, trying to tell me it's just a performance problem, and not listening to me and for some reason thinking that it only affects Approval emails. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. ___ 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
Re: Open Outlook email from ARS
We have used the PERFORM-ACTION-OPEN-URL to launch the users default
email. See below. I am not sure if PERFORM-ACTION-OPEN-URL is
available in 6.3. If it is this may get you what you want.
Create an active link with a Run Process action and enter the below in
the run process command line field.
PERFORM-ACTION-OPEN-URL mailto:?subject=Link%20to%20$Form
Field$body=Here%20is%20your%20link%20to%20$Form Field$%20$URL_Col$
mailto:?subject=Link%20to%20$Form
Field$body=Here%20is%20your%20link%20to%20$Form Field$%20$URL_Col$
HTH,
Todd Arner
Great Lakes
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Monday, August 30, 2010 9:42 AM
To: arslist@ARSLIST.ORG
Subject: Open Outlook email from ARS
** --
Hi All,
Had an unusual request from a user that I thought I would post to the
group. Is there a way for an active link to pop up an new Outlook email
with information from the ticket populated. I suspect this would be
similar to using MS Word as a spell checker.
ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com mailto:mbritt...@navisite.com
(315) 453-2912 x5835 (Office)
(315) 317.2897 (Cell)
This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.
_attend WWRUG10 www.wwrug.com ARSlist: Where the Answers Are_
The information contained in this communication may be confidential, is intended
only for the use of the recipient(s) named above, and may be legally privileged.
If the reader of this message is not the intended recipient, you are hereby
notified that any dissemination, distribution, or copying of this communication,
or any of its contents, is strictly prohibited. If you have received this
communication in error, please notify the sender immediately and destroy or
delete the original message and any copy of it from your computer system. If
you have any questions concerning this message, please contact the sender.
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Open Outlook email from ARS
That's exactly the right approach. It's OLE. Look at: ftp://ftp.remedy.com/pub/ole/ There's some OLE examples out there What you need are 4 OLE actions in your active Link: 1) Application( ).CreateItem( 0 ).Display( Type in value here ) 2) Application( ).ActiveInspector( ).CurrentItem( ).To( $Email To List$ ) 3) Application( ).ActiveInspector( ).CurrentItem( ).Body( $Basic Email Text$ ) 4) Application( ).ActiveInspector( ).CurrentItem( ).Subject( $Email Subject$ ) Here's how you add them: 1) In the New Action drop Down Select: OLE Automation 2) In the Automation Servers: window (on the left side) select OLE Local Servers 3) Scroll down till you see Microsoft Office Outlook (double click on it) 4) In the Type Library Information: window on the right, expand objects drop down 5) Select _Application Object and expand the drop down (you will see Methods listed under it) 6) Expand Methods 7) Double leftt click on _Application* Application( ) 8) Scroll down the list until you see: _IDispatch* CreateItem( OlItemType ItemType ) 9) Double click on that method 10) Down in the parmater List expand the CreateItem method you just added, and go down to the ? 11) Change the value there to 0 (its tricky and you have to double click on it a couple of times to change it to editable, but it does open up for you to modify it). 12) Make sure CreateItem is gay highlighted 13) Go back to the Type Library Information: 14) Under the Object List find: _Inspector Object 15) Expand _Inspector Object methods 16) Find void Display, double click on it Add the Action (Add action button in the upper right corner) That's The first OLE action you have to add, and should give you a good idea of how to add the OLE actions in an active link to open outlook. There's a .txt file in the FTP directory above that will give you the location of the other methods you'll have to add (may even be some code examples). HTH. Matt P. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark Sent: Monday, August 30, 2010 9:42 AM To: arslist@ARSLIST.ORG Subject: Open Outlook email from ARS ** Hi All, Had an unusual request from a user that I thought I would post to the group. Is there a way for an active link to pop up an new Outlook email with information from the ticket populated. I suspect this would be similar to using MS Word as a spell checker. ARS 6.3 patch 20 Oracle 9.2 SunOS 5.9 Thanks Mark Mark Brittain Remedy Developer NaviSite mbritt...@navisite.commailto:mbritt...@navisite.com (315) 453-2912 x5835 (Office) (315) 317.2897 (Cell) This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _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: SRM 7.6 Destroying ITSM 7.0.3 Email Generation?
You are going to want to look at the BMC ITSM 7.6 Notification Engine Guide to see what was changed. There are detailed flow diagrams and process descriptions for 7.6 that were only available for 7.0 in some of the training material we got at UserWorld 2007. The entire notification module (like several other parts of ITSM), was _significantly_ re-designed for 7.6. My upgraded ITSM system - from 7.0 to 7.6 - seems to have made all of the changes necessary to process notifications through the new plumbing. I am not surprised, however, that installing SRM 7.6 on top of ITSM 7.0 destroys the old plumbing and silences ITSM 7.0; I find that to be typical behavior for BMC application upgrade installers. Basically, the SRM 7.6 installation converted your notification sub-system from 7.0 to 7.6, and ITSM 7.0 no longer injects records correctly into it. If I understand it correctly, in 7.0 the NTE:SYS-NT Process Control form received ALL notification events from the various ITSM apps, and sent group notifications to NTE:SYS-Group NT Control, where notifications were generated for the individuals in the groups and sent to NTE:SYS-Individual NT Control. On-call group paging events identified in NTE:SYS-Group NT Control were sent directly to NTE:Notifier. The NTE:SYS-NT Process Control form sent all individual notification events directly to NTE:SYS-Individual NT Control, where they joined the notifications for individuals in groups. All of the notifications in NTE:SYS-Individual NT Control were then passed to NTE:Notifier. Only the notifications that reach NTE:Notifier get read by the email engine and sent out, and then the NTE:Notifier records remain as links to the Incident or other request as they are the records referenced in the URLs passed in notification emails. In 7.6, the NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control forms DO NOT EXIST (new installs), and are not used in upgraded systems. Notifications go directly from NTE:SYS-NT Process Control to NTE:Notifier and a lot of new workflow replaces that which used to use the old forms to separate and stage notifications in 7.0. Since the NTE:SYS-Group NT Control and NTE:SYS-Individual NT Control forms STILL EXIST on an upgraded 7.0 to 7.6 system, you probably still have ITSM 7.0 workflow pushing records into them that is no longer reaching the NTE:Notifier form for some reason. You may have to run a test upgrade of a clone of your ITSM 7.0 system to 7.6 in order to see (and obtain copies to migrate) the modified workflow that ITSM 7.6 uses to interface with the 7.6 notification sub-system. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Pierson, Shawn Sent: Sunday, August 29, 2010 10:41 AM To: arslist@ARSLIST.ORG Subject: SRM 7.6 Destroying ITSM 7.0.3 Email Generation? ** Good morning, I upgraded our SRM 2.2 install to 7.6, and everything seemed to have went well until we started trying to use ITSM and noticed that it is incapable of generating emails. The Email Engine itself works, so our custom applications that don't use the NTE subsystem are fine, but most other emails from ITSM simply don't get generated. In my Filter log, I see (in the example of Change Management) that it gets to the filter CHG:CRQ:NotificationGenerator_899_ModifyNotificationProcessControl`! and pushes the data correctly, but after that I don't see anything occur where it would send an email. I do see that the Change Manager information is pulled back in NTE:NPC:GetPreferences_150_PeopleSupportStaff, but beyond that it doesn't really do anything. So basically, my Production system is dead in the water because of this. We're on ITSM 7.0.3 Patch 9 and Patch 7000, and this only became an issue after upgrading to SRM 7.6 Patch 1. Unfortunately, it looks like SRM modified thousands of ITSM forms, fields, and workflow, so there is no good way to tell what could have been affected by this. Also unfortunately, BMC support has been less than helpful, trying to tell me it's just a performance problem, and not listening to me and for some reason thinking that it only affects Approval emails. Thanks, Shawn Pierson Remedy Developer | Southern Union Private and confidential as detailed herehttp://www.sug.com/disclaimers/default.htm#Mail. If you cannot access hyperlink, please e-mail sender. _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 7.6.03 released yet?
Good morning, afternoon and evening all, Just one fast question,has ITSM 7.6.03 yet? I received a BMC Software Customer Support Notice on Friday, but could not find any of the files to download. As always take care, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
ARERR[191] Unrecognized Assign Type
ARS 7.1 Patch 7 Oracle 10g Windows 2003 Servers Our EMEA folks are getting this error on a particular form after they upgrade to Windows 7. Their AR System Client versions are 7.1 (I apologize, I'm not sure of the patch) and 7.5 p4. I looked up this error on the documentation and it states: The assign type tag is not recognized. Verify that the #define statements in the include file ar.h have a list of all assign type tags. I'm looking at our ar.h file and there are assign types on this file. Are these the ones that I need to focus on? #define AR_ASSIGN_TYPE_NONE 0 #define AR_ASSIGN_TYPE_VALUE 1 /* codes for the assign type to a field */ #define AR_ASSIGN_TYPE_FIELD 2 #define AR_ASSIGN_TYPE_PROCESS3 #define AR_ASSIGN_TYPE_ARITH 4 #define AR_ASSIGN_TYPE_FUNCTION 5 #define AR_ASSIGN_TYPE_DDE6 /* used only in active links */ #define AR_ASSIGN_TYPE_SQL7 #define AR_ASSIGN_TYPE_FILTER_API 8 /* used only in filters/escalations */ Our US folks don't seem to have this problem, so I'm assuming it's the possibility of a slightly different version of their Windows 7 OS than ours. Lisa Kemes AR System Developer Tyco Electronics 717-810-2408 tel 717-602-9460 cell lisa.ke...@te.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: ITSM 7.6.03 released yet?
Hi Howard, My guess is that you purchased the IT Service Management Suite solution pack. That distribution/selling model is still between the RTM (Release to Manufacturing) phase and the Generally Available (GA) phase. It is expected that IT Service Management Suite customers will be able to download all the products within the Suite no later than September 10th. -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. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Howard Richter Sent: Monday, August 30, 2010 10:20 AM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.03 released yet? ** Good morning, afternoon and evening all, Just one fast question,has ITSM 7.6.03 yet? I received a BMC Software Customer Support Notice on Friday, but could not find any of the files to download. As always take care, Howard -- Howard Richter Red Hat Certified Technician CompTIA Linux+ Certified ITIL Foundation Certified E-Mail = hbr4...@gmail.commailto:hbr4...@gmail.com LinkedIn Profile = http://www.linkedin.com/in/hbr4270 _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
Upgrade planned - to ARS 7.5 Windows 7
Greetings List! I am hoping someone will have information, as it seems rather scarce. We are upgrading our Remedy system from 6.03 to 7.5 (yay!) and some of our client-side OS to Windows 7 (still undecided if this is a yay or nay). Haven't found much on the compatability between these two (List, ARS Wiki, BMC support site), only that there are some issues with the ARS Client on W7. The ARS Server itself will still run on the same *nix OS its been running on. I think we are upgrading the DB to Oracle 10 or 11 something or other (don't know these details) Anyone happen to know more (I'm guessing at this point its not a supported combination)? Incidently, anything we should watch out for in our ARS upgrade (we pretty much use the client independently, just a few Crystal Reports 11- as in I run them for everyone else and disperse a finished product). ARS 6.3 = 7.5 Oracle 9i = 10 or 11 Huge thanks in advance for any advice! Shawn Stonequist EMNS, Inc. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Upgrade planned - to ARS 7.5 Windows 7
Shawn, I don't know anything un-supported about 7.5 and Windows 7 from a Client perspective...in fact...the doc says that 7.5 Client is supported on Vista 32bit or higher...which of course includes 7, so you should have no issues therefor Server it lists 10G or higher for DB...so that's coolthe only recommendation I would make to you would be to upgrade from 6.3 to 7.1, then to 7.5...I know there are some DB changes that happen in 7.1 and I'm not sure if the 7.5 upgrade from 6.3 would handle them properlybut you could certainly try to do it straight. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shawn Stonequist Sent: Monday, August 30, 2010 4:19 PM To: arslist@ARSLIST.ORG Subject: Upgrade planned - to ARS 7.5 Windows 7 Greetings List! I am hoping someone will have information, as it seems rather scarce. We are upgrading our Remedy system from 6.03 to 7.5 (yay!) and some of our client-side OS to Windows 7 (still undecided if this is a yay or nay). Haven't found much on the compatability between these two (List, ARS Wiki, BMC support site), only that there are some issues with the ARS Client on W7. The ARS Server itself will still run on the same *nix OS its been running on. I think we are upgrading the DB to Oracle 10 or 11 something or other (don't know these details) Anyone happen to know more (I'm guessing at this point its not a supported combination)? Incidently, anything we should watch out for in our ARS upgrade (we pretty much use the client independently, just a few Crystal Reports 11- as in I run them for everyone else and disperse a finished product). ARS 6.3 = 7.5 Oracle 9i = 10 or 11 Huge thanks in advance for any advice! Shawn Stonequist EMNS, Inc. ___ 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: URL Problem in Notifications
I get a fully qualified machine name in after 'server=' If DNS translates the full name, the link tends to work, but only if I set up my mid-tier to refer to the app-tier by the fully qualified name. I can't do that for a security reason here, so I wrote a filter to catch all these outbound messages and alter the server name to match what I CAN use on my mid-tier. I'd bet the link will work better if you have satellite.workgroup swapped out for an actual server on your mid-tier config list. -al -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ibrahim Akar Sent: Saturday, August 28, 2010 10:17 To: arslist@ARSLIST.ORG Subject: URL Problem in Notifications ** As part of the email notifications about incidents I am receiving emails with a URL that does not work and has something strange in it. For Example, http://my-domain-name.com/arsys/servlet/ViewFormServlet?form=NTE%3aNotifierserver=satellite.workgroupeid=NTS4377 My server name is satellite but where is the .workgroup in the URL coming from? And even if I remove the .workgroup from the URL, it still does not work. -Ibrahim Akar PLEASE CONSIDER THE ENVIRONMENT BEFORE PRINTING THIS EMAIL _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 smime.p7s Description: S/MIME cryptographic signature
Re: Open Outlook email from ARS
This is a simple approach we've used to launch, in our case, a Outlook
message with the To address and Subject line pre-populated.
cmd /c start
mailto:$TempCustEmail$?subject=Trouble%20Ticket%20Message,%20Ticket=$
Ticket
mailto:%22$TempCustEmail$%22?subject=%22Trouble%20Ticket%20Message,%20T
icket=$Ticket Number$body=
From: Action Request System discussion list(ARSList)
[mailto:arsl...@arslist.org] On Behalf Of Brittain, Mark
Sent: Monday, August 30, 2010 10:42 AM
To: arslist@ARSLIST.ORG
Subject: Open Outlook email from ARS
**
Hi All,
Had an unusual request from a user that I thought I would post to the
group. Is there a way for an active link to pop up an new Outlook email
with information from the ticket populated. I suspect this would be
similar to using MS Word as a spell checker.
ARS 6.3 patch 20
Oracle 9.2
SunOS 5.9
Thanks
Mark
Mark Brittain
Remedy Developer
NaviSite
mbritt...@navisite.com
(315) 453-2912 x5835 (Office)
(315) 317.2897 (Cell)
This e-mail is the property of NaviSite, Inc. It is intended only for
the person or entity to which it is addressed and may contain
information that is privileged, confidential, or otherwise protected
from disclosure. Distribution or copying of this e-mail, or the
information contained herein, to anyone other than the intended
recipient is prohibited.
_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: Upgrade planned - to ARS 7.5 Windows 7
The WUT is not supported on a 64bit OS. We have seen issues with 64bit Vista and higher using the 7.5 WUT. The 7.1 client works much better on x64 (still not supported) but then you cannot access the 7.5 features from the client. This works for us because we use 7.5 features to we move to Mid-Tier only access (usually by URL alias redirects). This way our users start getting use to the web client in preparation for the WUT end of life. If you do use the 7.1 WUT with x64, copy the aruser.exe installer locally to the PC and set its compatibility to XP. This helps with the unknown OS and 0 free disk space errors. Jason On Mon, Aug 30, 2010 at 1:12 PM, LJ LongWing lj.longw...@gmail.com wrote: Shawn, I don't know anything un-supported about 7.5 and Windows 7 from a Client perspective...in fact...the doc says that 7.5 Client is supported on Vista 32bit or higher...which of course includes 7, so you should have no issues therefor Server it lists 10G or higher for DB...so that's coolthe only recommendation I would make to you would be to upgrade from 6.3 to 7.1, then to 7.5...I know there are some DB changes that happen in 7.1 and I'm not sure if the 7.5 upgrade from 6.3 would handle them properlybut you could certainly try to do it straight. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shawn Stonequist Sent: Monday, August 30, 2010 4:19 PM To: arslist@ARSLIST.ORG Subject: Upgrade planned - to ARS 7.5 Windows 7 Greetings List! I am hoping someone will have information, as it seems rather scarce. We are upgrading our Remedy system from 6.03 to 7.5 (yay!) and some of our client-side OS to Windows 7 (still undecided if this is a yay or nay). Haven't found much on the compatability between these two (List, ARS Wiki, BMC support site), only that there are some issues with the ARS Client on W7. The ARS Server itself will still run on the same *nix OS its been running on. I think we are upgrading the DB to Oracle 10 or 11 something or other (don't know these details) Anyone happen to know more (I'm guessing at this point its not a supported combination)? Incidently, anything we should watch out for in our ARS upgrade (we pretty much use the client independently, just a few Crystal Reports 11- as in I run them for everyone else and disperse a finished product). ARS 6.3 = 7.5 Oracle 9i = 10 or 11 Huge thanks in advance for any advice! Shawn Stonequist EMNS, Inc. ___ 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: Upgrade planned - to ARS 7.5 Windows 7
I have used the client both user and the development studio as well as the thin client (Mid-Tier) on IE (both 32 and 64 bit) and Safari and Morzilla and noticed no real problems.. Joe -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Jason Miller Sent: Monday, August 30, 2010 5:14 PM To: arslist@ARSLIST.ORG Subject: Re: Upgrade planned - to ARS 7.5 Windows 7 ** The WUT is not supported on a 64bit OS. We have seen issues with 64bit Vista and higher using the 7.5 WUT. The 7.1 client works much better on x64 (still not supported) but then you cannot access the 7.5 features from the client. This works for us because we use 7.5 features to we move to Mid-Tier only access (usually by URL alias redirects). This way our users start getting use to the web client in preparation for the WUT end of life. If you do use the 7.1 WUT with x64, copy the aruser.exe installer locally to the PC and set its compatibility to XP. This helps with the unknown OS and 0 free disk space errors. Jason On Mon, Aug 30, 2010 at 1:12 PM, LJ LongWing lj.longw...@gmail.com wrote: Shawn, I don't know anything un-supported about 7.5 and Windows 7 from a Client perspective...in fact...the doc says that 7.5 Client is supported on Vista 32bit or higher...which of course includes 7, so you should have no issues therefor Server it lists 10G or higher for DB...so that's coolthe only recommendation I would make to you would be to upgrade from 6.3 to 7.1, then to 7.5...I know there are some DB changes that happen in 7.1 and I'm not sure if the 7.5 upgrade from 6.3 would handle them properlybut you could certainly try to do it straight. -Original Message- From: Action Request System discussion list(ARSList) _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: Data transfer between Incident and Service Request.
Larry - The INC creates the SR and the OOB methodology is pushing data from the INC - SR and back to INC. I want to add more data push on the SR - INC section and am having a hard time figuring out how this is done. On Aug 27, 8:46 am, Roger Justice rjust2...@aol.com wrote: On the Incident Rules form have you get Create Service Request checked yes? -Original Message- From: Christine christineperryi...@yahoo.com To: arslist arsl...@arslist.org Sent: Fri, Aug 27, 2010 11:42 am Subject: Data transfer between Incident and Service Request. We have both Incident 7.0.03 and SRM 2.2. When a Service Request reates an Incident the SR InstanceID field is pushed to the Incident RInstanceID field. However, when the helpdesk creates an Incident the ubsequent SR InstanceID is not pushed back to the INC, although other nformation is, such as the AppRequestID (i.e.: REQ9371). So know information comes back to the INC. Based on this occasionally common InstanceID data I can push the esolution from the INC to the SR. I want to push the resolution from he INC to the related SR. I know I can do this when the Incident is esolve based on the SR Request Number. I want to understand how the emedy OOB code sends data from the SR back to the originating ncident during the creation process. This is now ‘understanding hallenge’ for me. I logged the workflow for ACTL and Filter when submitting an INC and he subsequent SR creation. I see where the filter RM:REQ:OnSubmit_IncidentRequestType_FromIM`! pushes the AppReqestID nd the SRInstanceID to the SRM:AppInstanceBridge from. The ppRequestID (i.e.: REQ….) is later pushed to the originating ncident. However, the SRInstanceID data does not subsequently get ushed to the originating Incident. In a series of filters called in a looping routine, various nformation is pushed to the CAI:EventParams form. One piece of info hat is included in this looping to the CAI:EventParams form is the ppReqestID (REQ000..) number. Is the CAI:EventParams form the key to etting the Service Request InstanceID to the INC SRInstanceID? After that, I can’t see how the data is moving from the AI:EventParams form to the INC form. Do the entries on this form get valuated and then pushed to a designated form based on a field value n the form? If so, I can examine the various filters that are called n this particular process and create a new one based on those xamples. I know this is rather vague and more of a learning request than a roke-fix request. If it is inappropriate to ask here just say so. ___ NSUBSCRIBE or access ARSlist Archives atwww.arslist.org ttend wwrug10www.wwrug.comARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug10www.wwrug.comARSlist: Where the Answers Are- Hide quoted text - - Show quoted text - ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
Re: Upgrade planned - to ARS 7.5 Windows 7
Joe, Everything works except the WUT on our 64bit Win computers. And even then the WUT works. We have experienced a tenancy for the WUT hang and spike the CPU as we click between fields on a form. Weird thing is that it doesn't always happen. I have both 7.1 and 7.5 installed on my Win 7 64bit workstation. I usually launch 7.1 but sometimes accidentally launch the 7.5 WUT and will not notice a problem for hours or even a day. Sometimes it will be right away. We have experienced it on Server 2008, Server 2008 R2 and Windows 7. When it is working without issue WUT 7.5 does seem snappier than 7.1. I just updated to patch 6 last week and yet to have an issue. Maybe it is the magic patch? Do you run WUT in XP compatibility mode? Maybe it doesn't like me trying to trick it? I am pretty sure I started setting compatibility mode after I first starting having an issue but it has been over a year since we first found this issue. Jason On Mon, Aug 30, 2010 at 4:45 PM, Joe D'Souza jdso...@shyle.net wrote: ** I have used the client both user and the development studio as well as the thin client (Mid-Tier) on IE (both 32 and 64 bit) and Safari and Morzilla and noticed no real problems.. Joe -Original Message- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org]*on Behalf Of *Jason Miller *Sent:* Monday, August 30, 2010 5:14 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Upgrade planned - to ARS 7.5 Windows 7 ** The WUT is not supported on a 64bit OS. We have seen issues with 64bit Vista and higher using the 7.5 WUT. The 7.1 client works much better on x64 (still not supported) but then you cannot access the 7.5 features from the client. This works for us because we use 7.5 features to we move to Mid-Tier only access (usually by URL alias redirects). This way our users start getting use to the web client in preparation for the WUT end of life. If you do use the 7.1 WUT with x64, copy the aruser.exe installer locally to the PC and set its compatibility to XP. This helps with the unknown OS and 0 free disk space errors. Jason On Mon, Aug 30, 2010 at 1:12 PM, LJ LongWing lj.longw...@gmail.comwrote: Shawn, I don't know anything un-supported about 7.5 and Windows 7 from a Client perspective...in fact...the doc says that 7.5 Client is supported on Vista 32bit or higher...which of course includes 7, so you should have no issues therefor Server it lists 10G or higher for DB...so that's coolthe only recommendation I would make to you would be to upgrade from 6.3 to 7.1, then to 7.5...I know there are some DB changes that happen in 7.1 and I'm not sure if the 7.5 upgrade from 6.3 would handle them properlybut you could certainly try to do it straight. -Original Message- From: Action Request System discussion list(ARSList) _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: Change Phase Names
I actually just marked the OOB ones as obsolete and set up my own mirroring the info except the phase name - working like a charm. - Original Message - From: Tommy Morris Newsgroups: public.remedy.arsystem.general To: arslist@ARSLIST.ORG Sent: Wednesday, August 11, 2010 9:47 AM Subject: Re: Change Phase Names ** We changed the names so they display the approval name for our process. No issues so far except that we will have to remember to change the names again after every upgrade. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Guillaume Rheault Sent: Wednesday, August 11, 2010 8:31 AM To: arslist@ARSLIST.ORG Subject: Re: Change Phase Names ** Rick, I would not change phase names, specially with ITSM 7.5.1 I had a fairly deep conversation about this with BMC support, and I was convinced not to do itI don't think it has been tested enough. With ITSM 7.6.1 or ITSM 7.6.2 maybe I would try it. Guillaume -- From: Action Request System discussion list(ARSList) [arsl...@arslist.org] on behalf of Rick Cook [remedyr...@gmail.com] Sent: Friday, July 30, 2010 8:47 AM To: arslist@ARSLIST.ORG Subject: Re: Change Phase Names ** OK, I think I REALLY have it this time. The place to change the Approval Phase Names is in the APR:SYS-Approval Definition form, in the Phase Name field. You just type in whatever name you want to use rather than select from the Menu. Once you change it there, the change appears in the menus of both that form and the Approval Mappings form. Haven't tested the execution of those all the way through the Approval process, but it should work. Rick On Thu, Jul 29, 2010 at 5:27 PM, Rick Cook remedyr...@gmail.com wrote: So if the entries in that form don't affect anything, why are they there? The menus on the Approval Process form are generated from that form itself, like you hand-enter a value and then it appears in the menu. There is also an interface form that allows modification of the entries that we see in the menus, but it doesn't allow new entries. Has someone actually done what I am trying to do - alter the Phase Names used in the Approval Mapping forms? Rick On Thu, Jul 29, 2010 at 12:11 PM, pritch pri...@ptd.net wrote: Form is Approval Process Configuration - and no, I haven't seen it affect approval mappings, notifications, etc.. There is a panel for status flow that can alter the status the ticket goes to on approval / rejection - even if you don't change the phase name. On Thu, 29 Jul 2010 10:03:34 -0500, Martinez, Marcelo A marc...@cpchem.com wrote: Rick, I'm not on 7.5 - but will be soon. Does changing the phase names affect the approval mappings, notifications to approvers, etc? I didn't find a form called Phase Management Configuration on CM 7.0.03.. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Thursday, July 29, 2010 7:30 AM To: arslist@ARSLIST.ORG Subject: Re: Change Phase Names ** Never mind - I found it myself far more easily than I thought I would. It's the Phase Management Configuration form. Rick On Thu, Jul 29, 2010 at 8:27 AM, Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com wrote: In CM 7.5, can we edit the Phase names referenced in the Approval Mappings, i.e. add, remove, change the names? If so, how difficult is that to sync up with the rest of the Change and Foundation data? Rick _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 _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
ARADMIN and ARUSER tool for windows 7
Hello list, Kindly suggest the version of ARADMIN and ARUSER tool to be used for windows 7 machine. Currently we are using ARUSER and ARADMIN 7 on windows XP,SP 2. But this tool version is not working on windows 7. With Regards, Anuj Dua ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug10 www.wwrug.com ARSlist: Where the Answers Are
