Re: CMDB Atrium 7.6 patch 4
Can you modify a people record directly in the people form? If not, turn on active link an filter logging to see if you can see where the update is failing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 08 February 2011 14:07 To: arslist@ARSLIST.ORG Subject: Re: CMDB Atrium 7.6 patch 4 when I am trying to import any people record in the CTM : people the message saying that the record modified but it is not modified because there is no BMC.ASSET.SANDBOX.BULK is not there even though I added BMC.ASSET.SANDBOX.BULK in CMDB Atrium after adding it even though I tried to import the existing people with a modification it is saying people record is modified but no changes are seen. Thanks for response with patience. I think I am not explaining you clearly. Peter Romain-2 wrote: OK, so what do the logs show when you create a person manually in the foundation data (CTM:People)? What error message(s) do you get? Cheers Peter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 08 February 2011 01:32 To: arslist@ARSLIST.ORG Subject: Re: CMDB Atrium 7.6 patch 4 gok's wrote: Thanks for response Peter Romai We have to do every 2 weeks to update or modify some existing people records they were like thousands. So with out BMC.ASSET.SANDBOX.BULK we can't do that so I added in BMC CMDB ATRIUM after adding it as well I am unable to do it. Peter Romain-2 wrote: I'm still not sure what you are modifying. Is your import trying to modify the CTM:People record or the BMC_Person CMDB CI? If you are importing into the CTM:People form then why not simply open the form and modify a record whilst the logs are enabled? That way you should see where the error is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 07 February 2011 14:44 To: arslist@ARSLIST.ORG Subject: Re: CMDB Atrium 7.6 patch 4 what happened exactly is when I imported a modified people record in it say's the record updated but nothing get's updated came to found out that there is not BMC.ASSET.SANDBOX.BULK is not there so I created that and ran the reconciliation jobs and after tested to import people record or modify any people record saying updated but nothing changed...so I need to do any thing after creating the BMC.ASSET.SANDBOX.BULK and I created through CMDB Atrium. Peter Romain-2 wrote: I'm not sure exactly what the issue is so it's difficult to help. The sandbox datasets and reconciliation jobs are created when the CMDB is installed; did someone delete them? If you create a person record in the foundation data then a Person CI should automatically be created. Can you explain further what the problem is? Cheers Peter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 07 February 2011 02:31 To: arslist@ARSLIST.ORG Subject: CMDB Atrium 7.6 patch 4 We are currently in CMDB Atrium 7.6 patch 4 environment since people are Asset I created BMC.ASSET.SANDBOX.BULK after creating when I modified any people record using ARExport tool no people record is getting modified after creating the Dataset in CMDB do I need to do any thing.can any one guide me here please. Thanks -- View this message in context: http://old.nabble.com/CMDB-Atrium-7.6-patch-4-tp30860359p30860359.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- View this message in context: http://old.nabble.com/CMDB-Atrium-7.6-patch-4-tp30860359p30864228.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- View this message in context: http://old.nabble.com/CMDB-Atrium-7.6-patch-4-tp30860359p30869608.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com.
Re: Ticket Life Cycle
Thanks guys for all your help on this. But I think I will do Ben's suggestion and just develop a form and workflow to maintain this data. I do not need historical records in the new form, just new records. Again, much thanks. Saji From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Pargeter, Christie :CO IS Sent: Wednesday, February 09, 2011 5:28 PM To: arslist@ARSLIST.ORG Subject: Re: Ticket Life Cycle Will the Status History be enough data? I know that if you go back to a status it will just overwrite this data. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ars Lister Sent: Wednesday, February 09, 2011 2:42 PM To: arslist@ARSLIST.ORG Subject: Re: Ticket Life Cycle ** BMC Remedy ITSM 7.6 OOTB offers an audit form that can be configured to track every data change on any field or set of fields you want on any of the OOTB forms. From: Philip, Saji L sphi...@houstonisd.org To: arslist@ARSLIST.ORG Sent: Wed, February 9, 2011 11:06:00 AM Subject: Ticket Life Cycle ** Hi, Listers My mind is a bit sidetracked today, so bare with my on my elementary question. I am tasked to provide reports on ticket history, namely, all status changes and group assignments and date them. My question is, is there a table in Remedy that keeps this transaction? I can create a new form to track these, triggered by filters/active links, but before I do, I just wanted to know if its already there OOTB. We do not have SLM, Business Analytics, or Flashboards/Dashboards installed. And we are running a dinosaur in Remedy ARS 6.03 and Help Desk 6.0. We are pushing up to 7.6, but in the meantime we wanted something in place before the migration journey. I guess what I am looking for is some advice, like wait for 7.6 or install BA, etc... Thanks, Saji _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Customizing Email Reply To
Dear List, Our Outgoing Mailbox Configuration has a Reply To Address of nore...@jmu.edu, so that the reply won't go to anyone. But we have a form in which we want the reply to go to a real person. So in the Notify action Reply To: we enter: $Requester name$$Email$. In other words, if the Requestor's name is Test Customer and her email address is testc...@jmu.edu then the Reply to will go to: Test Customertestc...@jmu.edu. We have two nearly-identical filters that send emails. (They fire under different conditions and the email messages differe slightly) If you reply to email that the one filter sends the email goes to the above address like it should. But replies to email from the other filter might go to Test Customertestc...@jmu.edu or HelpDesktestc...@jmu.edu (HelpDesk is the mailbox name.) or HelpDesk testCustomer Question 1: Is this the way to do this? I couldn't find any instructions in the documentation, but might be overlooking something. Question 2: Why would one filter translate the Reply to correctly while its twin brother scrambles the inf? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Customizing Email Reply To
Dwayne, Are you checking in the Run If that the fields from which you gather the name and email address are populated before the filters fire? I'm a little confused by the unmatched on the first and third example, though. David Durling University of Georgia On 2/10/2011 8:38 AM, Martin, Dwayne - martinrd wrote: But replies to email from the other filter might go to Test Customertestc...@jmu.edu or HelpDesktestc...@jmu.edu (HelpDesk is the mailbox name.) or HelpDesk testCustomer Question 1: Is this the way to do this? I couldn't find any instructions in the documentation, but might be overlooking something. Question 2: Why would one filter translate the Reply to correctly while its twin brother scrambles the inf? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: CMDB Atrium 7.6 patch 4
Yes I can modify a people record...it if failing when I am trying to do through ARImport tool Thanks for responce Peter Romain-2 wrote: Can you modify a people record directly in the people form? If not, turn on active link an filter logging to see if you can see where the update is failing. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 08 February 2011 14:07 To: arslist@ARSLIST.ORG Subject: Re: CMDB Atrium 7.6 patch 4 when I am trying to import any people record in the CTM : people the message saying that the record modified but it is not modified because there is no BMC.ASSET.SANDBOX.BULK is not there even though I added BMC.ASSET.SANDBOX.BULK in CMDB Atrium after adding it even though I tried to import the existing people with a modification it is saying people record is modified but no changes are seen. Thanks for response with patience. I think I am not explaining you clearly. Peter Romain-2 wrote: OK, so what do the logs show when you create a person manually in the foundation data (CTM:People)? What error message(s) do you get? Cheers Peter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 08 February 2011 01:32 To: arslist@ARSLIST.ORG Subject: Re: CMDB Atrium 7.6 patch 4 gok's wrote: Thanks for response Peter Romai We have to do every 2 weeks to update or modify some existing people records they were like thousands. So with out BMC.ASSET.SANDBOX.BULK we can't do that so I added in BMC CMDB ATRIUM after adding it as well I am unable to do it. Peter Romain-2 wrote: I'm still not sure what you are modifying. Is your import trying to modify the CTM:People record or the BMC_Person CMDB CI? If you are importing into the CTM:People form then why not simply open the form and modify a record whilst the logs are enabled? That way you should see where the error is. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 07 February 2011 14:44 To: arslist@ARSLIST.ORG Subject: Re: CMDB Atrium 7.6 patch 4 what happened exactly is when I imported a modified people record in it say's the record updated but nothing get's updated came to found out that there is not BMC.ASSET.SANDBOX.BULK is not there so I created that and ran the reconciliation jobs and after tested to import people record or modify any people record saying updated but nothing changed...so I need to do any thing after creating the BMC.ASSET.SANDBOX.BULK and I created through CMDB Atrium. Peter Romain-2 wrote: I'm not sure exactly what the issue is so it's difficult to help. The sandbox datasets and reconciliation jobs are created when the CMDB is installed; did someone delete them? If you create a person record in the foundation data then a Person CI should automatically be created. Can you explain further what the problem is? Cheers Peter -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of gok's Sent: 07 February 2011 02:31 To: arslist@ARSLIST.ORG Subject: CMDB Atrium 7.6 patch 4 We are currently in CMDB Atrium 7.6 patch 4 environment since people are Asset I created BMC.ASSET.SANDBOX.BULK after creating when I modified any people record using ARExport tool no people record is getting modified after creating the Dataset in CMDB do I need to do any thing.can any one guide me here please. Thanks -- View this message in context: http://old.nabble.com/CMDB-Atrium-7.6-patch-4-tp30860359p30860359.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- View this message in context: http://old.nabble.com/CMDB-Atrium-7.6-patch-4-tp30860359p30864228.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are -- View this message in context:
FW: Customizing Email Reply To SOLVED
Three seconds after sending the email I got the brilliant idea of writing the Reply To value into a temp field, and entering the temp field into the Email Reply To. That worked. In the process I also discovered a problem with the offending filter, so my twin filters weren't quite as identical as I thot. Dwayne Dear List, Our Outgoing Mailbox Configuration has a Reply To Address of nore...@jmu.edu, so that the reply won't go to anyone. But we have a form in which we want the reply to go to a real person. So in the Notify action Reply To: we enter: $Requester name$$Email$. In other words, if the Requestor's name is Test Customer and her email address is testc...@jmu.edu then the Reply to will go to: Test Customertestc...@jmu.edu. We have two nearly-identical filters that send emails. (They fire under different conditions and the email messages differe slightly) If you reply to email that the one filter sends the email goes to the above address like it should. But replies to email from the other filter might go to Test Customertestc...@jmu.edu or HelpDesktestc...@jmu.edu (HelpDesk is the mailbox name.) or HelpDesk testCustomer Question 1: Is this the way to do this? I couldn't find any instructions in the documentation, but might be overlooking something. Question 2: Why would one filter translate the Reply to correctly while its twin brother scrambles the inf? Dwayne Martin James Madison University (ARS 7.1 p3, RH Linux server, Oracle 10.2 db) ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: OT ARUtilities 7.6 now available
Is ARUtilities backwards compatibile with the earlier 7.x versions? Or do you we need ARUtilites to match the version you're on? Ben Cantatore Remedy Manager (914) 457-6209 Emerging Health IT 3 Odell Plaza Yonkers, New York 10701 rem...@arutilities.com 02/09/11 7:39 PM Hello everyone, ARUtilities 7.6 is a New Release The latest version in a line of utilities helping Remedy Developers around the world. This new version offers an incredible search ability for quickly finding workflow. New features include the ability to import any number of images with just a few mouse clicks. Enhanced HTML documentation allows you to modify the look of the output by making full use of Cascading Style Sheets. Show or hide most list columns to view search results your way, and reduce some processing time. if you are supporting an ARS 7.6 server then this is the utility you need most. visit http://www.arutilities.com to download and evaluate. Also take advantage of the special before time runs out. Thanks everyone for your support over the years and helping to make this ARUtilities the most detailed yet. Send me an email at feedback or supp...@arutilities.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Sniffer Pro v4.5 reports ARServer consuming too much bandwidth
Hello Jarl, LG, Frederick, everyone I have also entered into that discussion about what is normal, since performance is not really affected, I mean, they do not notice slow response, timeouts or anything like that. I really do not know how much % is normal, all that I see is the sniffer report where Remedy is using most of the pipe 70% of the time, say, from 9am to 1pm, and I understand it is in real time, I mean the tool is not able to trace histoircal data. If the other applications are only left with 30% but not affected in performa nce, there should not be any concern. It is only that network guy is not aware of these implications from user perspective, he only sees a graph and Remedy using most of his pipe. I also have the Remedy SQL logs, I should find anything strange there, I have deactivated some custom escalations since I think they are generating most of this flow of information. Based in all of your reponses, I see if this customer is limited to a 10Mbps channel, would it be reasonable to respond as an official statement that this behaviour is normal and that this 10Mbps should be incremented so Remedy does not Thank you and Best Regards, Mauricio 2011/2/9 LJ LongWing lj.longw...@gmail.com: Mauricio, I have this type of discussion with people on a regular basis, and I must ask them 'define too much'. In this situation I would argue that it's not that the Remedy server is utilizing too much bandwidth, but instead that the pipe size between the app server and the db server is too small. Remedy is a 'chatty' application. I recently read a doc on performance and it says that if your db server is not on the same node as the app server, expect your network bandwidth needs to double, this means that most of the interaction that comes from the client (web or native) goes through the app server to the db. I think you should be sitting on a 100MB or even 1GB connection, and if possible, have your app server sitting on the same switch as the db server so nothing needs to go over any links in your network So in short, if it's using too much % of the pipe, increase the size of the pipe and move it to the same subnet so it doesn't clog as many pipes between point 1 and point 2 -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mauricio M. Sent: Wednesday, February 09, 2011 10:54 AM To: arslist@ARSLIST.ORG Subject: Sniffer Pro v4.5 reports ARServer consuming too much bandwidth Hello, Does anyone can shed some light on how to troubleshoot and give a good approach to a situation I am facing with a customer? I am not a network expert, but our customer is reporting way too much bandwidth consumption between ARServer box and Oracle DB box in a L2L with 10Mbps. ARSystem is 7.0 on Linux, they are using a really old Remedy Helpdesk version 6.0 and the BD is Oracle10.12g. The linux box is dedicated to Remedy and it is not heavily used, there are a very few users connected any given time. The network guy is providing me with some graphs and data they have collected using Sniffer Pro Version 4.50.04. According to his explanation, the numbers and percentages he provides in the following output represent the amount of bytes that are being transmitted since the sniffer is activated. For instance, I have this snapshot at 10:45 am, where he reports a total amount of 199,350,000,000 bytes being transmitted in that particular moment, and Remedy using 140,607,1000,000 bytes of that total. The table he provides shows the following: Point 1 (Remedy) to Point 2 (Node 1 Oracle Database): 70.44% bandwith usage Point 1 (Inconcert) to Point 2 (x): 9.07% Point 1 to Point 2: 1.67% Point 1 to Point 2: 1.4% (Some other business applications are listed in the table, I am not listing them but they give me a total of 100%) I would appreciate some insight on this issue, what other factors should I consider Thank you Mauricio ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 Delta Data Migration tool - Question
Success? It's so new that I doubt it, unless someone outside BMC tested it during the beta. Considering that it will take someone several days just to install and patch up the staging server to begin the process, I suspect that no one is that far along yet. I am studying it, and see two problems so far. One is that some of the customizations on 7.1/7.0 that it would have to convert with the Best Practice Conversion Utility (also untested here) are simply not going to fit; several ITSM/Incident modules that we customized have been re-written not once but several times between 7.0.02/03 and 7.6.04 - for example the CTM:PeopleSearch function was re-designed several times up to 7.6.03, and I haven't even looked at 7.6.04 yet. The other is that the sequence in their diagram does not take into account the need to install 7.1/7.0.02/03 on Windows Server 2003/SQL Server 2005, but the target 7.6.04 system will be 2008 R2/2008, giving you an extra step to move the upgraded staging server from 2003/2005 to a clean 7.6.04 server on 2008/2008 for the delta data and validation processes. Also, it will be VERY interesting to see how the delta data process handles the changes from the My Company model in 7.1/7.0 to Calbro in 7.6.04; we have found it necessary to wipe out the Calbro data in most of our tests since we had custom data added beyond My Company for multi-tenancy that already occupies the group/company/site etc. ID space that Calbro tries to use. My guess is that the delta data migration tool will probably screw that up and overwrite something that it shouldn't in one of the many foundation tables, killing one or more of the custom organizations in the process. Also, we are still waiting for some sort of patch since SLM 7.6.04 does NOT work properly with the Best Practice Conversion Utility, according to the SLM release notes pg. 4. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ramey, Anne Sent: Wednesday, February 09, 2011 12:40 PM To: arslist@ARSLIST.ORG Subject: 7.6.04 Delta Data Migration tool - Question In this doc it says you need to turn off all DB triggers in the ARSystem schema. I'm on ARS 7.1 CMDB 2.1 p4 and ITSM 7.0.03 p9 and don't seem to have any DB triggers. Did they start using these in a later version or am I missing something? I logged into the DB as aradmin and did: SELECT TRIGGER_NAME FROM USER_TRIGGERS; And there were 0 rows returned. Also, has anyone used this tool with great success (please say yes)? We are moving from the config above to ARS 7.5 p6 CMDB 7.6 p2 and ITSM 7.6 p1 and this could save us a lot of work. 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Tuesday, February 01, 2011 5:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Delta Data Migration tool The White Paper on this topic can be found here: 31-Jan-2011 Using Delta Data Migration to migrate BMC Remedy IT Service Management Suite http://documents.bmc.com/supportu/documents/42/59/194259/194259.pdf -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Phil Sent: Monday, January 31, 2011 05:23 AM To: arslist@ARSLIST.ORG Subject: 7.6.04 Delta Data Migration tool Hi, I've been unable to find a description of the new Delta Data Migration tool in the ARS/ITSM 7.6.04 documentation. Does anyone know which BMC 7.6.04 document includes the Delta Data Migration tool details? Thanks Phil ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Keeping Mid Tier in a framed web page
Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 Delta Data Migration tool - Question
Hi Chris, This is where the Remedy OnDemand concept will benefit the on-premise customers, since BMC will upgrade the on-demand customers with this Delta data Migration tool. Since the Remedy On-Demand customers will be upgraded every four months (according to BMC), this means the Delta Data Migration will be run on all the on-demand customers 3 times per year. So this tool **must work** for the later versions of the ITSM suite, i.e. 7.6.x, but it's a different story for older versions, specially anything less than 7.5 (when BMC stated they supported ITSM modules at different versions starting at 7.5) Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of strauss [stra...@unt.edu] Sent: Thursday, February 10, 2011 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Delta Data Migration tool - Question Success? It's so new that I doubt it, unless someone outside BMC tested it during the beta. Considering that it will take someone several days just to install and patch up the staging server to begin the process, I suspect that no one is that far along yet. I am studying it, and see two problems so far. One is that some of the customizations on 7.1/7.0 that it would have to convert with the Best Practice Conversion Utility (also untested here) are simply not going to fit; several ITSM/Incident modules that we customized have been re-written not once but several times between 7.0.02/03 and 7.6.04 - for example the CTM:PeopleSearch function was re-designed several times up to 7.6.03, and I haven't even looked at 7.6.04 yet. The other is that the sequence in their diagram does not take into account the need to install 7.1/7.0.02/03 on Windows Server 2003/SQL Server 2005, but the target 7.6.04 system will be 2008 R2/2008, giving you an extra step to move the upgraded staging server from 2003/2005 to a clean 7.6.04 server on 2008/2008 for the delta data and validation processes. Also, it will be VERY interesting to see how the delta data process handles the changes from the My Company model in 7.1/7.0 to Calbro in 7.6.04; we have found it necessary to wipe out the Calbro data in most of our tests since we had custom data added beyond My Company for multi-tenancy that already occupies the group/company/site etc. ID space that Calbro tries to use. My guess is that the delta data migration tool will probably screw that up and overwrite something that it shouldn't in one of the many foundation tables, killing one or more of the custom organizations in the process. Also, we are still waiting for some sort of patch since SLM 7.6.04 does NOT work properly with the Best Practice Conversion Utility, according to the SLM release notes pg. 4. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ramey, Anne Sent: Wednesday, February 09, 2011 12:40 PM To: arslist@ARSLIST.ORG Subject: 7.6.04 Delta Data Migration tool - Question In this doc it says you need to turn off all DB triggers in the ARSystem schema. I'm on ARS 7.1 CMDB 2.1 p4 and ITSM 7.0.03 p9 and don't seem to have any DB triggers. Did they start using these in a later version or am I missing something? I logged into the DB as aradmin and did: SELECT TRIGGER_NAME FROM USER_TRIGGERS; And there were 0 rows returned. Also, has anyone used this tool with great success (please say yes)? We are moving from the config above to ARS 7.5 p6 CMDB 7.6 p2 and ITSM 7.6 p1 and this could save us a lot of work. 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Tuesday, February 01, 2011 5:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Delta Data Migration tool The White Paper on this topic can be found here: 31-Jan-2011 Using Delta Data Migration to migrate BMC Remedy IT Service Management Suite http://documents.bmc.com/supportu/documents/42/59/194259/194259.pdf -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Phil Sent: Monday, January 31, 2011 05:23
Re: 7.6.04 Delta Data Migration tool - Question
That doesn't mean it will work for everyone. If it messes up over customizations, it may well be useful only for the OnDemand customers. 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Guillaume Rheault Sent: Thursday, February 10, 2011 1:36 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Delta Data Migration tool - Question Hi Chris, This is where the Remedy OnDemand concept will benefit the on-premise customers, since BMC will upgrade the on-demand customers with this Delta data Migration tool. Since the Remedy On-Demand customers will be upgraded every four months (according to BMC), this means the Delta Data Migration will be run on all the on-demand customers 3 times per year. So this tool **must work** for the later versions of the ITSM suite, i.e. 7.6.x, but it's a different story for older versions, specially anything less than 7.5 (when BMC stated they supported ITSM modules at different versions starting at 7.5) Guillaume From: Action Request System discussion list(ARSList) [arslist@ARSLIST.ORG] on behalf of strauss [stra...@unt.edu] Sent: Thursday, February 10, 2011 1:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Delta Data Migration tool - Question Success? It's so new that I doubt it, unless someone outside BMC tested it during the beta. Considering that it will take someone several days just to install and patch up the staging server to begin the process, I suspect that no one is that far along yet. I am studying it, and see two problems so far. One is that some of the customizations on 7.1/7.0 that it would have to convert with the Best Practice Conversion Utility (also untested here) are simply not going to fit; several ITSM/Incident modules that we customized have been re-written not once but several times between 7.0.02/03 and 7.6.04 - for example the CTM:PeopleSearch function was re-designed several times up to 7.6.03, and I haven't even looked at 7.6.04 yet. The other is that the sequence in their diagram does not take into account the need to install 7.1/7.0.02/03 on Windows Server 2003/SQL Server 2005, but the target 7.6.04 system will be 2008 R2/2008, giving you an extra step to move the upgraded staging server from 2003/2005 to a clean 7.6.04 server on 2008/2008 for the delta data and validation processes. Also, it will be VERY interesting to see how the delta data process handles the changes from the My Company model in 7.1/7.0 to Calbro in 7.6.04; we have found it necessary to wipe out the Calbro data in most of our tests since we had custom data added beyond My Company for multi-tenancy that already occupies the group/company/site etc. ID space that Calbro tries to use. My guess is that the delta data migration tool will probably screw that up and overwrite something that it shouldn't in one of the many foundation tables, killing one or more of the custom organizations in the process. Also, we are still waiting for some sort of patch since SLM 7.6.04 does NOT work properly with the Best Practice Conversion Utility, according to the SLM release notes pg. 4. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Ramey, Anne Sent: Wednesday, February 09, 2011 12:40 PM To: arslist@ARSLIST.ORG Subject: 7.6.04 Delta Data Migration tool - Question In this doc it says you need to turn off all DB triggers in the ARSystem schema. I'm on ARS 7.1 CMDB 2.1 p4 and ITSM 7.0.03 p9 and don't seem to have any DB triggers. Did they start using these in a later version or am I missing something? I logged into the DB as aradmin and did: SELECT TRIGGER_NAME FROM USER_TRIGGERS; And there were 0 rows returned. Also, has anyone used this tool with great success (please say yes)? We are moving from the config above to ARS 7.5 p6 CMDB 7.6 p2 and ITSM 7.6 p1 and this could save us a lot of work. 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. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Tuesday, February 01, 2011 5:27 PM To: arslist@ARSLIST.ORG Subject: Re: 7.6.04 Delta Data Migration tool The White Paper on this topic can be found here: 31-Jan-2011 Using Delta Data Migration to migrate BMC Remedy IT Service Management
Re: Closed Tasks appearing in Overview Console
Thanks, Tommy. Terry sent me a .def file yesterday, too. I'll take a look at both and see what's different. I'm waiting on my DB admin to do a backup before I march forward. Bill -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Tommy Morris Sent: Wednesday, February 09, 2011 1:21 PM To: arslist@ARSLIST.ORG Subject: Re: Closed Tasks appearing in Overview Console ** Here is the def file but I cannot find the instructions for the hotfix. I do remember that it was trickier than just importing the file and of course the doc doesn’t appear to be posted in BMC’s knowledgebase. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stevenson, William CIV JFCOM JWAC Sent: Wednesday, February 09, 2011 8:29 AM To: arslist@ARSLIST.ORG Subject: Closed Tasks appearing in Overview Console ** Hello, All. I need help… In the Overview Console, Completed Tasks are displayed, when we’d like to see only Open Tasks. I’ve set Overview Console Select Status Values Task All Open Tasks, and when I open the dialog, the value is set, but doesn’t have the desired effect until I reselect it and click OK. As soon as I log out / back in, the setting is lost and all Tasks appear again. Reselecting and clicking OK makes them go away again, but only for that session. It appears that the settings are not being saved and/or loaded properly. Are they not supposed to be “sticky?” Also, I followed the directions in BMC KB article 20023692 (changed the default setting to “All Open Tasks” in CTM:CFG-ApplicationPreferences and in all existing instances), but that didn’t correct the problem. I found a BMC Community discussion (http://communities.bmc.com/communities/message/171615?tstart=0) in which one of the participants says that it has been confirmed that select status values are not saved in the current view. You need to reselect the value 'Show Open Tasks' each time you either refresh or open the overview console. Has this actually been confirmed as a defect (or as an “operating as designed” issue)? It seems to be what we're experiencing. Is this working for anyone else? It’s annoying to have to “turn off” closed/inactive requests with every new session. Environment: ARS 7.5.00 P6, Mid-Tier 7.5.00 P6, INC 7.6.00 P1, TMS 7.6.00 P1 Thanks! Bill Stevenson _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are smime.p7s Description: S/MIME cryptographic signature
Re: HPD:Help Desk ERD
Hi Gopal, Use Abydos Analyser, it gives a nice diagram and even drills down into the workflow from the diagram. Best Regards, Theo Sent from my Black/Silver Personal Computer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patchsk Sent: 10 February 2011 07:45 AM To: arslist@ARSLIST.ORG Subject: Re: HPD:Help Desk ERD There is no one yet published for 7.5. However look for this whitepaper BMC Remedy IT Service Management 7.0 Architecture. It should be closer to 7.5. On Feb 9, 1:27 pm, Gopal-SRG srgr...@gmail.com wrote: Hi all, I am learning ITSM 7.5. Are there any association diagram lie EntityRelationshipDiagram for the HPD:Help Desk? It will be helpful, as i would be knowing what are the forms of are getting updated for any operations. Regards, Gopal -- View this message in context:http://old.nabble.com/HPD%3AHelp-Desk-ERD-tp30886041p30886041.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives atwww.arslist.org attend wwrug11www.wwrug.comARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDFhttp://documents.bmc.com/supportu/documents/42/74/174274/174274.pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
That it does do.. Most Consles and forms now open inside the single view area (if you select the shift key when selecting it pops vice inside). Somethings to note: User tool is useless -- I mean Really! System moderately to heavily dependent upon Flash User tool is useless -- did I say that yet. Found a bug in SRM requests: will log a ticket (have not yet) on Linux stack but NOT on windows stack -- Cannot cancel your own created SRM -- Permissions error (have not even had time to look at) That is all I have seen so far. Linux appears slower than the windows? unsure why? have a great day On Thu, Feb 10, 2011 at 3:21 PM, Easter, David david_eas...@bmc.com wrote: ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the “What’s New” section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDFhttp://documents.bmc.com/supportu/documents/42/74/174274/174274.pdf *“To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows.”* In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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: arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J *Sent:* Thursday, February 10, 2011 10:31 AM *To:* arslist@ARSLIST.ORG *Subject:* Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I’m not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
Forgot, appears more 508 compliant than in the past... On Thu, Feb 10, 2011 at 3:48 PM, patrick zandi remedy...@gmail.com wrote: That it does do.. Most Consles and forms now open inside the single view area (if you select the shift key when selecting it pops vice inside). Somethings to note: User tool is useless -- I mean Really! System moderately to heavily dependent upon Flash User tool is useless -- did I say that yet. Found a bug in SRM requests: will log a ticket (have not yet) on Linux stack but NOT on windows stack -- Cannot cancel your own created SRM -- Permissions error (have not even had time to look at) That is all I have seen so far. Linux appears slower than the windows? unsure why? have a great day On Thu, Feb 10, 2011 at 3:21 PM, Easter, David david_eas...@bmc.comwrote: ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the “What’s New” section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDFhttp://documents.bmc.com/supportu/documents/42/74/174274/174274.pdf *“To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows.”* In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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: arslist@ARSLIST.ORG] *On Behalf Of *Reiser, John J *Sent:* Thursday, February 10, 2011 10:31 AM *To:* arslist@ARSLIST.ORG *Subject:* Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I’m not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi -- Patrick Zandi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDFhttp://documents.bmc.com/supportu/documents/42/74/174274/174274.pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
If that is the case, then whoever supports that application should look for any Open Window actions on their Active Links as well as Table Fields, because that would be where the new windows are coming from. Additionally, I would assume they are bypassing the Home Page to go directly to whatever screen they are trying to get to, but if not that would be another potential area to look for a pop-up window. Thanks, Shawn Pierson Remedy Developer | Southern Union From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDFhttp://documents.bmc.com/supportu/documents/42/74/174274/174274.pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ 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 wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDF blockedhttp://documents.bmc.com/supportu/documents/42/74/174274/174274. pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
You could use the web header on a specific view and call that view for Mid Tier access. Or you could alter the background image in ITSM (is there one?) --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 5:26 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDF blockedhttp://documents.bmc.com/supportu/documents/42/74/174274/174274. pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
Yup... Those are the two options I came up with as well. Unfortunately, neither one is global. Both require modification of dozens of forms. Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 4:10 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page You could use the web header on a specific view and call that view for Mid Tier access. Or you could alter the background image in ITSM (is there one?) --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 5:26 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDF blockedhttp://documents.bmc.com/supportu/documents/42/74/174274/174274. pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I'm not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Escalation Pools
Good evening Listers, Does anyone know how Escalation Pools and Escalation Threads work are configured? I've received mixed answers from BMC: 1) Answer 1: For each escalation pool defined, an escalation thread is assigned up through the max defined. 2) Answer 2: For each escalation pool defined, the threads are assigned based on Min Max. So each pool can be assigned the max number of threads defined. Which answer is correct? TIA, JR ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
We run all of our content in iFrames and it does exactly what you describe. You define your wrapper pages with your disclaimers and consistent look and feel and then embed iFrames within the pages of the appropriate size to house the forms (make sure your iFrame is a little larger than your saved form to prevent internal scroll bars in the iFrame). You then simply provide the midtier URL to the iFrame (you can use ViewFormServlet or JSP redirect files) to render the Remedy content. Using field value parameters in ViewFormServlet and JSP files allows you to pass in initialization values, etc, as needed. If you want to stay within an iFrame, simply use current in your Window Open active links versus new and the new form will replace the existing iFrame content. Make sure you are using the mode parameter to set submit (if you want initialization items to fire) and you can optionally pass in a restricted-read login allowing multiple people to access and submit from that same page at the same time. You then give your customers the URL for the wrapper page and when they open the page, the iFrame loads the Remedy content automatically. Actions within the Remedy area can open a new form within that same iFrame using current... We're not on v7.6 yet so I can't speak to the enhancements there. We're also not running ITSM so I don't know if ITSM would step outside the iFrame (depends primarily on how it's designed). You generally want your popup messages, etc, to render and close while leaving your iFrame primary form present and that also works. None of this is free and there is no magic setting I'm aware of but I wanted to chime in on the use of iFrames and the fact it will work if you put forth the effort to set it up that way. You could create one web page pretty easily and call ITSM within the iFrame and see what happens. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for was introduced in the ITSM 7.6.04 Suite. From the What's New section of the release notes: 21-Jan-2011BMC Software is releasing version 7.6.04 of the BMC Remedy IT Service Management suite. PDF blockedhttp://documents.bmc.com/supportu/documents/42/74/174274/174274. pdf To improve overall system performance, most consoles and forms now open inside a single view area, instead of in individual windows. In other words, when drilling down from a console, the drill down is opened in the same browser window without opening up a new window or tab. -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 10:31 AM To: arslist@ARSLIST.ORG Subject: Keeping Mid Tier in a framed web page ** Hello Listers, ARS 7.6.03 Mid
Re: Keeping Mid Tier in a framed web page
Craig, Thanks. I'm not using ITSM and there is no workflow yet that opens any forms. They have not demonstrated the condition to me yet so I'm not sure what they are actually doing when the pop out occurs. It's good to know that the Mid Tier will work well in iframes if a little forethought is used. I will probably have to give them a minimal form view as I'm pretty sure their portal is cluttered with many iview frames and my ARS forms are usually set up for a full screen view. Thad Esser sent me some info he read from David Easter about the new Mid tier supporting JSR-168 which would enable you to display forms as portlets within an external portal. So that's something to investigate too. Thank again, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Craig Carter Sent: Thursday, February 10, 2011 6:34 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page We run all of our content in iFrames and it does exactly what you describe. You define your wrapper pages with your disclaimers and consistent look and feel and then embed iFrames within the pages of the appropriate size to house the forms (make sure your iFrame is a little larger than your saved form to prevent internal scroll bars in the iFrame). You then simply provide the midtier URL to the iFrame (you can use ViewFormServlet or JSP redirect files) to render the Remedy content. Using field value parameters in ViewFormServlet and JSP files allows you to pass in initialization values, etc, as needed. If you want to stay within an iFrame, simply use current in your Window Open active links versus new and the new form will replace the existing iFrame content. Make sure you are using the mode parameter to set submit (if you want initialization items to fire) and you can optionally pass in a restricted-read login allowing multiple people to access and submit from that same page at the same time. You then give your customers the URL for the wrapper page and when they open the page, the iFrame loads the Remedy content automatically. Actions within the Remedy area can open a new form within that same iFrame using current... We're not on v7.6 yet so I can't speak to the enhancements there. We're also not running ITSM so I don't know if ITSM would step outside the iFrame (depends primarily on how it's designed). You generally want your popup messages, etc, to render and close while leaving your iFrame primary form present and that also works. None of this is free and there is no magic setting I'm aware of but I wanted to chime in on the use of iFrames and the fact it will work if you put forth the effort to set it up that way. You could create one web page pretty easily and call ITSM within the iFrame and see what happens. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a custom built form. I'll look into it but I don't know how soon I can get to do the .04 upgrade. I'm still having issues with 7.6.03 and the plugin server. Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page ** Hi John, I believe what you are asking for
Re: Keeping Mid Tier in a framed web page
AR System has supported JSR-168 since version 7.0.01... It's not new. ;-) -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 03:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page Craig, Thanks. I'm not using ITSM and there is no workflow yet that opens any forms. They have not demonstrated the condition to me yet so I'm not sure what they are actually doing when the pop out occurs. It's good to know that the Mid Tier will work well in iframes if a little forethought is used. I will probably have to give them a minimal form view as I'm pretty sure their portal is cluttered with many iview frames and my ARS forms are usually set up for a full screen view. Thad Esser sent me some info he read from David Easter about the new Mid tier supporting JSR-168 which would enable you to display forms as portlets within an external portal. So that's something to investigate too. Thank again, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Craig Carter Sent: Thursday, February 10, 2011 6:34 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page We run all of our content in iFrames and it does exactly what you describe. You define your wrapper pages with your disclaimers and consistent look and feel and then embed iFrames within the pages of the appropriate size to house the forms (make sure your iFrame is a little larger than your saved form to prevent internal scroll bars in the iFrame). You then simply provide the midtier URL to the iFrame (you can use ViewFormServlet or JSP redirect files) to render the Remedy content. Using field value parameters in ViewFormServlet and JSP files allows you to pass in initialization values, etc, as needed. If you want to stay within an iFrame, simply use current in your Window Open active links versus new and the new form will replace the existing iFrame content. Make sure you are using the mode parameter to set submit (if you want initialization items to fire) and you can optionally pass in a restricted-read login allowing multiple people to access and submit from that same page at the same time. You then give your customers the URL for the wrapper page and when they open the page, the iFrame loads the Remedy content automatically. Actions within the Remedy area can open a new form within that same iFrame using current... We're not on v7.6 yet so I can't speak to the enhancements there. We're also not running ITSM so I don't know if ITSM would step outside the iFrame (depends primarily on how it's designed). You generally want your popup messages, etc, to render and close while leaving your iFrame primary form present and that also works. None of this is free and there is no magic setting I'm aware of but I wanted to chime in on the use of iFrames and the fact it will work if you put forth the effort to set it up that way. You could create one web page pretty easily and call ITSM within the iFrame and see what happens. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM forms (and consoles) on the M-T client. This cannot be done by modifying the CSS. The only thing I can think of is modifying the background on EVERY form. Is there a better way? (ARS / ITSM 7.1) Mike Luttmann Remedy Engineer -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 1:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page ** David, Actually it's one step higher than that. They are accessing Mid Tier from a portal and they want it confined to the frame in which it was called. We don't have ITSM here, they are calling a
workflow objects hiding in Developer Studio
Hello Listers, ARS 7.6.03 SQL Server 2005 Has anyone had the experience of workflow that appears to be missing from the system? I did an upgrade from 7.1 to 7.6.03 and when I go in to try to find my filters there are 2 filters in the All Objects | Filters section. Now I've increased the number to 221 by finding the filters via the Applications sections an touching them. In the Application listing the Primary Form column is empty until I open a filter and disable/enable it then save it. The Primary Form is displayed in the filter object when opened just not in the list's column. I don't want to open and mess with every filter, active link and escalation in the system. Is there perhaps setting to configure for this? I've checked the Filter by and everything is cleared. I set the Relationship checkbox via the Administration console and restarted the services before I ever noticed the missing objects. I really new to the Developer Studio so I may have munged something along the way. Any help is appreciated. --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
Hey John, An iFrame is an HTML concept. Basically html head pblah blah blah/p iFrame src=http://www.google.com/iFrame pblah blah blah/p /html (It is a way to embed one web page into another (sort of)) Anyways -- your customer sounds like they have a specific concept or look/behavior in mind. You may be interested in Kinetic Request -- it is a totally different approach to displaying Remedy data to the web. We can do ANYTHING the web can do. Also -- Kinetic Request works against 7.6.4 all the way back to ARS 6.0 -- so you would not need to upgrade anything in order to take advantage of what Kinetic does. You could start building what the customer needs -- vs building an upgrade project. Let me know if interested. Thanks -- and have fun!!! -John On Feb 10, 2011, at 1:31 PM, Reiser, John J wrote: ** Hello Listers, ARS 7.6.03 Mid Tier 7.6.03 Tomcat 5.5.17 I have a request from a customer to help them configure the Mid Tier so it stays in the frame in which it was opened. They call it iFrame but I’m not familiar with it. Is there a configuration setting that will prevent the Mid Tier from opening in a new window OR is that a function of how they call Mid Tier from iFrame? Thanks, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Keeping Mid Tier in a framed web page
David, Is information about this non-new feature documented in the Mid Tier manual or is it a white paper? Which should be starting to yellow since it's getting old. };^ --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 7:03 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page AR System has supported JSR-168 since version 7.0.01... It's not new. ;-) -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 03:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page Craig, Thanks. I'm not using ITSM and there is no workflow yet that opens any forms. They have not demonstrated the condition to me yet so I'm not sure what they are actually doing when the pop out occurs. It's good to know that the Mid Tier will work well in iframes if a little forethought is used. I will probably have to give them a minimal form view as I'm pretty sure their portal is cluttered with many iview frames and my ARS forms are usually set up for a full screen view. Thad Esser sent me some info he read from David Easter about the new Mid tier supporting JSR-168 which would enable you to display forms as portlets within an external portal. So that's something to investigate too. Thank again, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Craig Carter Sent: Thursday, February 10, 2011 6:34 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page We run all of our content in iFrames and it does exactly what you describe. You define your wrapper pages with your disclaimers and consistent look and feel and then embed iFrames within the pages of the appropriate size to house the forms (make sure your iFrame is a little larger than your saved form to prevent internal scroll bars in the iFrame). You then simply provide the midtier URL to the iFrame (you can use ViewFormServlet or JSP redirect files) to render the Remedy content. Using field value parameters in ViewFormServlet and JSP files allows you to pass in initialization values, etc, as needed. If you want to stay within an iFrame, simply use current in your Window Open active links versus new and the new form will replace the existing iFrame content. Make sure you are using the mode parameter to set submit (if you want initialization items to fire) and you can optionally pass in a restricted-read login allowing multiple people to access and submit from that same page at the same time. You then give your customers the URL for the wrapper page and when they open the page, the iFrame loads the Remedy content automatically. Actions within the Remedy area can open a new form within that same iFrame using current... We're not on v7.6 yet so I can't speak to the enhancements there. We're also not running ITSM so I don't know if ITSM would step outside the iFrame (depends primarily on how it's designed). You generally want your popup messages, etc, to render and close while leaving your iFrame primary form present and that also works. None of this is free and there is no magic setting I'm aware of but I wanted to chime in on the use of iFrames and the fact it will work if you put forth the effort to set it up that way. You could create one web page pretty easily and call ITSM within the iFrame and see what happens. Craig Carter Information Technology Manager, RSP -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Luttmann, Michael W Mr CTR DISA CD553 Sent: Thursday, February 10, 2011 3:26 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page I wonder if this is similar to a recent request I got. My military/DoD customer wants to add For Official Use Only banners to ALL ITSM
Re: Keeping Mid Tier in a framed web page
14-Oct-2006 Displaying an AR System Form in a Portlet http://www.bmc.com/supportu/documents/56/86/65686/65686.pdf -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 04:11 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page David, Is information about this non-new feature documented in the Mid Tier manual or is it a white paper? Which should be starting to yellow since it's getting old. };^ --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Easter, David Sent: Thursday, February 10, 2011 7:03 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page AR System has supported JSR-168 since version 7.0.01... It's not new. ;-) -David J. Easter Manager of Product Management, Remedy Platform 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:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, February 10, 2011 03:59 PM To: arslist@ARSLIST.ORG Subject: Re: Keeping Mid Tier in a framed web page Craig, Thanks. I'm not using ITSM and there is no workflow yet that opens any forms. They have not demonstrated the condition to me yet so I'm not sure what they are actually doing when the pop out occurs. It's good to know that the Mid Tier will work well in iframes if a little forethought is used. I will probably have to give them a minimal form view as I'm pretty sure their portal is cluttered with many iview frames and my ARS forms are usually set up for a full screen view. Thad Esser sent me some info he read from David Easter about the new Mid tier supporting JSR-168 which would enable you to display forms as portlets within an external portal. So that's something to investigate too. Thank again, --- John J. Reiser Remedy Developer/Administrator Senior Software Development Analyst Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Craig Carter Sent: Thursday, February 10, 2011 6:34 PM To: arslist@ARSLIST.ORG Subject: EXTERNAL: Re: Keeping Mid Tier in a framed web page We run all of our content in iFrames and it does exactly what you describe. You define your wrapper pages with your disclaimers and consistent look and feel and then embed iFrames within the pages of the appropriate size to house the forms (make sure your iFrame is a little larger than your saved form to prevent internal scroll bars in the iFrame). You then simply provide the midtier URL to the iFrame (you can use ViewFormServlet or JSP redirect files) to render the Remedy content. Using field value parameters in ViewFormServlet and JSP files allows you to pass in initialization values, etc, as needed. If you want to stay within an iFrame, simply use current in your Window Open active links versus new and the new form will replace the existing iFrame content. Make sure you are using the mode parameter to set submit (if you want initialization items to fire) and you can optionally pass in a restricted-read login allowing multiple people to access and submit from that same page at the same time. You then give your customers the URL for the wrapper page and when they open the page, the iFrame loads the Remedy content automatically. Actions within the Remedy area can open a new form within that same iFrame using current... We're not on v7.6 yet so I can't speak to the enhancements there. We're also not running ITSM so I don't know if ITSM would step outside the iFrame (depends primarily on how it's designed). You generally want your popup messages, etc, to render and close while leaving your iFrame primary form
How ARS servers take care of escalations on shared DB?
I have not configured server group yet. Do I got duplication data or actions? Thanks! Martin -- Regards, 刘征 Martin Liu -- Blog: http://martinliu.cn ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
