Group ID in To field of AR System Email Messages
Dear all, When I put Group ID in To field of AR System Email Messagess form, it send out notifications to all the user in the group. I would like to know how ARS transaltes this as there are no filters AR System Email Messagess form to perform this. Is this achived via some API calls? Thanks, Bhupesh ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Looooooooooong update times on ARSCHEMA
Hi Guillaume, Yes, that value is set to 20 already. But as Derek indicated: this issue occurs only on Distributed Pending (T26) form - which I believe Request ID Block Size changes have no effect on. Or am I wrong? Thanks, Alkan Koray -- View this message in context: http://old.nabble.com/Looong-update-times-on-ARSCHEMA-tp26202209p31806727.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
Group ID in To field of AR System Email Messages
Gupta This was discussed only a couple days ago: http://www.javasystemsolutions.com/arslist/view/89039297 John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Escalations - question over create time and timestamps
I tried putting $SERVERTIMESTAMP$ into one of the text fields, and it basically comes back with the same value as $TIMESTAMP$. The catch there is that pushing the value for $SERVERTIMESTAMP$ into a text field resulted in the time based in BST, not GMT - and our systems stick in GMT, we just don't bother with BST. Which is strange Ran through some more on test, looking at the escalations log for the first and last records matching the criteria. First : Create Time : 10:29:30 $TIMESTAMP$ : 10:25:40 $SERVERTIMESTAMP$ : 11:25:40 Last Create Date : 11:02:05 $TIMESTAMP$ : 10:25:40 $SERVERTIMESTAMP$ : 11:25:40 So the create date is the actual transaction time, but unsure what $TIMESTAMP$ is actually representing. Its not the time when the escalation started (if it were, then the first records create date and timestamp values would be closer), and it seems unlikely that the database (Oracle 10/Solaris) will take 4 minutes to push through a transaction. I think that the escalations process identifies the records matching its criteria in advance, then runs through them - not quite the behaviour I was expecting. I've tried deferring the process - putting the processing into a filter, and triggering that from the escalation, but it seems to make no difference in the times presented. Trying to figure out how escalations actually work is quite a challenge. On 7 June 2011 16:30, Grooms, Frederick W frederick.w.gro...@xo.com wrote: I believe $TIMESTAMP$ is the transaction start time (which on large escalations can be off as the transaction grows) Change over to using $SERVERTIMESTAMP$ (which should be the current date and time from the server) Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] On Behalf Of daddy.bar...@gmail.com Sent: Tuesday, June 07, 2011 9:58 AM To: arslist@ARSLIST.ORG Subject: Escalations - question over create time and timestamps I have an escalation that is almost working fine, but appears to be generating some inconsistent date/time values. Within the escalation, it has a push fields creating an audit record of an sla failure, and putting $timestamp$ in an event date time field. The problem appears to be that the system generated create date, that i would normally assume to be close to the timestamp value, very definitely isn't. We're seeing some large discrepancies. For example : create date 6/6/2011 at 19.23:29 timestamp 6/6/2011 at 19.12:55 any suggestions as to what could be causing such a large discrepancy in what should be identical values? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Midtier 7.6.4
Moved our Dev Midtier version back to 7.5 p4 and no more problems. :( PERFORM-ACTION-OPEN-URL $URL$ is fine Active Link Close Window is fine PERFORM-ACTION-EXIT-APP is fine But when I put the open URL action followed by some sort of close action on 7.6.4 I get those errors. (but not on 7.5 p4) Ugh Opening a ticket to BMC Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Wednesday, June 08, 2011 9:04 AM To: arslist@ARSLIST.ORG Subject: Re: Midtier 7.6.4 ** I think the culprit is my PERFORM-ACTION-OPEN-URL $URL$ action that I'm running before I do a Close Window or PERFORM-ACTION-EXIT-APP. When I get rid of this action, Close Window and PERFORM-ACTION-EXIT-APP does just fine. Still looking into this Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Wednesday, June 08, 2011 8:36 AM To: arslist@ARSLIST.ORG Subject: Re: Midtier 7.6.4 ** I have IE 8 and I did a Delete Browsing History and deleted all cookies, Temporary Internet Files and History. I'm still seeing these errors. I'm going to have someone else test this on their PC and see what happens Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, June 08, 2011 2:10 AM To: arslist@ARSLIST.ORG Subject: Re: Midtier 7.6.4 ** Good point. We just went to 7.6.04 form 7.5 and initially accessing the upgrade MT would spike the CPU on my machine and the performance was pretty bad. Once my IE cache cleared it worked much better. We were not seeing errors however it's apparent there are some issues with older MT local PC cache and newer MT cache. Jason On Tue, Jun 7, 2011 at 10:53 PM, Shelston, Patrick patrick.shels...@mtsallstream.commailto:patrick.shels...@mtsallstream.com wrote: ** Probably stating the obvious, but have you cleared browser and mid-tier cache after the upgrade? I've seen some of these errors on occasion if I haven't flushed my local browser cache after a code change. -Patrick From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: June 7, 2011 6:39 PM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Midtier 7.6.4 We just updated to Midtier 7.6.4 from 7.5 p4 (we are still on AR Server 7.5 p4). Is anyone else experiencing this? (see below) I'm getting a Caught exception:Object doesn't support this Property or method. When I got rid of the Close Window Action (in an Active Link), this error went away. I'm also getting a Caugh exception:Permission denied error when a PERFORM-ACTION-EXIT-APP action is performed. I haven't gotten rid of that action, but I bet when I do, I won't see this error anymore. Of course this wasn't happening with 7.5 p4 Lisa Kemes AR System Developer TE Information Systems Global Infrastructure and Ops +01 717 810 2408tel:%2B01%20717%20810%202408 tel +01 717 602 9460tel:%2B01%20717%20602%209460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com MS 161-43 P.O. Box 3608 Harrisburg, PA 17105-3608 www.te.com http://www.te.com/ http://www.te.com/ http://www.te.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_http://www.te.com/ _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ http://www.te.com/ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://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: Notifications
Maybe obvious, but you could also list fields in the Text box. It may not indent the fields so the field values line up as in the Field box, though you can separate them using line returns. David Durling University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Thursday, June 09, 2011 12:31 AM To: arslist@ARSLIST.ORG Subject: Re: Notifications ** Hi Andy, From BMC Remedy Action Request System 7.1.00 Workflow Objects pg. 67. The order of fields included in an email notification is strictly based on their arrangement in the form view. Using their X and Y coordinates, the order of fields begins top left to right, then down (in a zigzag-like pattern). Fields excluded from the form's default view are randomly included at the bottom of the list. If a form includes page fields, the pages are ignored. The order of fields included in the notification is still based on their actual X and Y coordinates in the form. To guarantee the order of fields in a notification, you can create a special view named ARNotification. (Make sure that you exclude any page fields from this view.) Otherwise, notifications default to the default view. If there is no default view, the first view listed is used. Jason On Wed, Jun 8, 2011 at 2:55 PM, Mayfield, Andy L. almay...@southernco.commailto:almay...@southernco.com wrote: I'm creating a new filter to send out notifications when a ticket is assigned. How do I specify the order in which the selected fields are displayed in the notification email? I knew this answer once upon a time, but I'm getting old I guess. ARS Version 7.1 MSSQL Windows XP clients Thanks, Andy L. Mayfield Sr. SCADA Operation Center Technician Alabama Power Company Office: 205-226-1805tel:205-226-1805 Cell: 205-288-9140tel:205-288-9140 SoLinc: 10*19140 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: PERFORM-ACTION-OPEN-URL
Never tried this but 6.3 docs say this: To open the page in a new browser window, enter: PERFORM-ACTION-OPEN-URL URL_string or PERFORM-ACTION-OPEN-URL new URL_string To open the page in the current browser window, enter: PERFORM-ACTION-OPEN-URL current URL_string Mac Rhoades Rockwell Collins Duluth, GA 30096 From: Kemes, Lisa lisa.ke...@te.com To: arslist@ARSLIST.ORG Date: 06/09/2011 08:45 AM Subject:PERFORM-ACTION-OPEN-URL Sent by:Action Request System discussion list(ARSList) arslist@ARSLIST.ORG ** Is there any way to add to this command to force that the URL is opened in a new window? Lisa Kemes AR System Developer TE Information Systems Global Infrastructure and Ops +01 717 810 2408 tel +01 717 602 9460 mobile lisa.ke...@te.com MS 161-43 P.O. Box 3608 Harrisburg, PA 17105-3608 www.te.com _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ image/gifimage/pngimage/pngimage/pngimage/pngimage/png
Re: PERFORM-ACTION-OPEN-URL
PERFORM-ACTION-OPEN-URL new url string --- 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 Kemes, Lisa Sent: Thursday, June 09, 2011 8:45 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: PERFORM-ACTION-OPEN-URL ** Is there any way to add to this command to force that the URL is opened in a new window? Lisa Kemes AR System Developer TE Information Systems Global Infrastructure and Ops +01 717 810 2408 tel +01 717 602 9460 mobile lisa.ke...@te.com MS 161-43 P.O. Box 3608 Harrisburg, PA 17105-3608 [cid:image001.gif@01CC2683.3A8619E0]http://www.te.com/ www.te.comhttp://www.te.com/ [cid:image002.png@01CC2683.3A8619E0]http://twitter.com/teconnectivity[cid:image003.png@01CC2683.3A8619E0]http://www.facebook.com/teconnectivity[cid:image004.png@01CC2683.3A8619E0]http://www.flickr.com/photos/teconnectivity/[cid:image005.png@01CC2683.3A8619E0]http://www.linkedin.com/groups?gid=1591657[cid:image006.png@01CC2683.3A8619E0]http://www.youtube.com/teconnectivity _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 inline: image001.gifinline: image002.pnginline: image003.pnginline: image004.pnginline: image005.pnginline: image006.png
Re: Tier 3 for the product catalog
Thank you Peter. Do you know if there is a source of data that we can utilize in order to manually alter most used applications? Thanks, Mike -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Wednesday, June 08, 2011 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Tier 3 for the product catalog There should be no ramifications of altering the Tier 1-3 values. In fact the new BMC product catalog import data mechanism allos the import to be paused after the data is loaded in staging forms for the Tier 1-3 values to be changed. ADDM hardcodes the Tier 1 to 'Software' and Tier 2 to 'Application'. Tier 3 is set according to the software found (eg 'Application Deployment Software' for Java, .net, etc and 'Application Server Software Platforms' for web servers such as tomcat. Cheers Peter Tier 3 as Third Party is out-of-the-box functionality, and also best-practice for integrations with BMC Discovery tools like ADDM. Also, any product catalog updates (like the notification sent yesterday) will tend to model themselves after the original categorizations. I am not an opponent of changing product categorizations to suit specific functionalities, this is more of a friendly reminder that there are ramifications to altering the OOTB install that should be considered. .:Mike:. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ilmer Sent: Wednesday, June 08, 2011 8:01 AM To: arslist@ARSLIST.ORG Subject: Tier 3 for the product catalog ** Hi, The we have the product catalog installed by previous consultants. The catalog contains Third Party in the Tier 3 for all software entries. (Software-Application-Third Party). Does anyone has catalog with the more appropriate tier 3 information, that would indicate what is this application for. For instance Database Server for the Microsoft SQL Server, and Client Tool for all MS Office products. Thank you, Mike Ilmer _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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
[no subject]
Hi. I crated a web service trought IncidentInterfaceCreate to create an incident in Help Desk. It work and i send a field custom 'Corporate ID' and a custom filtre find the people with Corporate ID. I would like that when the 'Corporate ID' sending to the web service is not present in the People then a filter (or other ...) get a default 'Corporate ID' for a person 'Generic'. Seems a easy think, but i don't find the solution. ARS Remedy 7.1 Service Desk 7.0 Thank's David. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
[no subject]
Maybe in the filter you have to find the people with Corporate ID, set the return to $NULL$ if no matches found. Then have a filter with a (slightly) higher firing order to do a set field to the default ID and Person if the person field is NULL. As long as they are both set fields, they will fire in the same filter phase. On Thu, 9 Jun 2011 15:34:12 +0200, team.rem...@libero.it team.rem...@libero.it wrote: Hi. I crated a web service trought IncidentInterfaceCreate to create an incident in Help Desk. It work and i send a field custom 'Corporate ID' and a custom filtre find the people with Corporate ID. I would like that when the 'Corporate ID' sending to the web service is not present in the People then a filter (or other ...) get a default 'Corporate ID' for a person 'Generic'. Seems a easy think, but i don't find the solution. ARS Remedy 7.1 Service Desk 7.0 Thank's David. ___ 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
Rif:
Hi, you need 2 filter; the first executing a Set field action looking for 'Corporate ID' in People and writing a values in same other field about person (es. filed 'Name')with option If no request match --- Set fileds to $NULL$ The next Filter run if the field 'Name' is $NULL$ and set values for 'Generic People'. bye Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: luisaclotilde.car...@sgsbp.it team.rem...@libero.it team.rem...@libero.it - 09/06/2011 15.34 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per:arslist@ARSLIST.ORG CC: Oggetto: Hi. I crated a web service trought IncidentInterfaceCreate to create an incident in Help Desk. It work and i send a field custom 'Corporate ID' and a custom filtre find the people with Corporate ID. I would like that when the 'Corporate ID' sending to the web service is not present in the People then a filter (or other ...) get a default 'Corporate ID' for a person 'Generic'. Seems a easy think, but i don't find the solution. ARS Remedy 7.1 Service Desk 7.0 Thank's David. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Tier 3 for the product catalog
Sorry Mike, I'm not aware of one. I can't see a way of getting the Tier 3 values for each of the software patterns from ADDM otherwise this could be a good start. Maybe there's an ADDM expert lurking out there that could do this? I was hoping that the new BMC product catalog data would help with this but it continues to keep Tier 3 the same for all entries. The more interesting attribute is 'Market Version' that allows software to be grouped for license management purposes. I'm guessing that this will need to be set per customer as license agreements are often customer specific. Cheers Peter Thank you Peter. Do you know if there is a source of data that we can utilize in order to manually alter most used applications? Thanks, Mike -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Wednesday, June 08, 2011 10:23 AM To: arslist@ARSLIST.ORG Subject: Re: Tier 3 for the product catalog There should be no ramifications of altering the Tier 1-3 values. In fact the new BMC product catalog import data mechanism allos the import to be paused after the data is loaded in staging forms for the Tier 1-3 values to be changed. ADDM hardcodes the Tier 1 to 'Software' and Tier 2 to 'Application'. Tier 3 is set according to the software found (eg 'Application Deployment Software' for Java, .net, etc and 'Application Server Software Platforms' for web servers such as tomcat. Cheers Peter Tier 3 as Third Party is out-of-the-box functionality, and also best-practice for integrations with BMC Discovery tools like ADDM. Also, any product catalog updates (like the notification sent yesterday) will tend to model themselves after the original categorizations. I am not an opponent of changing product categorizations to suit specific functionalities, this is more of a friendly reminder that there are ramifications to altering the OOTB install that should be considered. .:Mike:. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Mike Ilmer Sent: Wednesday, June 08, 2011 8:01 AM To: arslist@ARSLIST.ORG Subject: Tier 3 for the product catalog ** Hi, The we have the product catalog installed by previous consultants. The catalog contains Third Party in the Tier 3 for all software entries. (Software-Application-Third Party). Does anyone has catalog with the more appropriate tier 3 information, that would indicate what is this application for. For instance Database Server for the Microsoft SQL Server, and Client Tool for all MS Office products. Thank you, Mike Ilmer _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 ___ 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
R: Rif: Generic People
Yess! It work! RESOLVED. I had said it was easy I followed more or less the same way but probably wrong something. Grazie mille :-) Davide. Messaggio originale Da: luisaclotilde.car...@sgsbp.it Data: 9-giu-2011 16.03 A: arslist@ARSLIST.ORG Ogg: Rif: ** Hi, you need 2 filter; the first executing a Set field action looking for 'Corporate ID' in People and writing a values in same other field about person (es. filed 'Name')with option If no request match --- Set fileds to $NULL$ The next Filter run if the field 'Name' is $NULL$ and set values for 'Generic People'. bye Luisa Carena Gestione Postazioni Periferiche e Asset SGS BP Gruppo Banco Popolare via Negroni 12 - 28100 Novara Tel: 0321-663995 Email: luisaclotilde.car...@sgsbp.it team.rem...@libero.it team.rem...@libero.it - 09/06/2011 15.34 Inviato da: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Per favore, rispondere a arslist@ARSLIST.ORG Per:arslist@ARSLIST.ORG CC: Oggetto: Hi. I crated a web service trought IncidentInterfaceCreate to create an incident in Help Desk. It work and i send a field custom 'Corporate ID' and a custom filtre find the people with Corporate ID. I would like that when the 'Corporate ID' sending to the web service is not present in the People then a filter (or other ...) get a default 'Corporate ID' for a person 'Generic'. Seems a easy think, but i don't find the solution. ARS Remedy 7.1 Service Desk 7.0 Thank's David. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are La presente comunicazione e' destinata esclusivamente al soggetto indicato piu' sopra quale destinatario o ad eventuali altri soggetti autorizzati a riceverla. Essa contiene informazioni strettamente confidenziali e riservate, la cui comunicazione o diffusione a terzi e' proibita, salvo che non sia stata espressamente autorizzata.Se avete ricevuto questa comunicazione per errore, Vi preghiamo di darne immediata comunicazione al mittente e di cancellarne ogni evidenza dai Vostri supporti. _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
R:
Yes, it work. This is the correct solution. Thank a lot. Davide Messaggio originale Da: pri...@ptd.net Data: 9-giu-2011 15.51 A: arslist@ARSLIST.ORG Ogg: Maybe in the filter you have to find the people with Corporate ID, set the return to $NULL$ if no matches found. Then have a filter with a (slightly) higher firing order to do a set field to the default ID and Person if the person field is NULL. As long as they are both set fields, they will fire in the same filter phase. On Thu, 9 Jun 2011 15:34:12 +0200, team.rem...@libero.it team.rem...@libero.it wrote: Hi. I crated a web service trought IncidentInterfaceCreate to create an incident in Help Desk. It work and i send a field custom 'Corporate ID' and a custom filtre find the people with Corporate ID. I would like that when the 'Corporate ID' sending to the web service is not present in the People then a filter (or other ...) get a default 'Corporate ID' for a person 'Generic'. Seems a easy think, but i don't find the solution. ARS Remedy 7.1 Service Desk 7.0 Thank's David. ___ 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: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
My experience related to source of such huge number of outbound emails was little different were we get huge number of email template based duplicate incidents sent to remedy system where the email engine will struggle to keep up with the outbound emails to be sent. All we do in such case is we go to the NTE Sys Process control form and delete all the ones pending to be processed related to that particular source email template. And also go to AR System email message form and make the Send Message = No by having the Group name criteria which will be in the email subject. Unfortnately i haven't seen a Group Notifications feature in 7.1 NTE Module for sending group emails instead of sending for each individual. This would have been a good feature for number of emails to be sent by the email engine and making the email engine to perform better. -Sathish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: New Product Catalog Data Import - Disappointed!
Excellent points, Peter. Given that this data should be pretty standardized, maybe we could leverage ARS community power to fix this: What about publishing the Product Catalog on a wiki or similar platform where we could all collaborate on it? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Peter Romain Sent: Wednesday, June 08, 2011 7:09 AM To: arslist@ARSLIST.ORG Subject: New Product Catalog Data Import - Disappointed! Hi, BMC just released new Product Catalog data based on ADDM discovery data. I was hoping to use this data immediately as we need to reconcile ADDM data with other data sources (HP uCMDB, CiscoWorks and manual audit data). I loaded the data only to find that it looks amateurish. Specifically: Data has the first character as upper case and the rest as lower. This means that we see companies like Bmc, Ibm, Hp, etc. The product name data is also the same. For reports this won't look good. Then there are exceptions and possible duplicates such as the inclusion of both 'Network associates' and 'Networks Associates' (note the capital 'A'). Although open to debate the customer here thinks the normalisation aliases are the wrong way around for companies like BMC (BMC Software converts to BMC), HP (Hewlett-Packard converts to Hp), etc. The Tier 1-3 values are all the same. A suggestion of possible values would have been good. The data only includes Product class data. The opportunity to include other classes has been missed (but I hope will come later). The customer here has decided to analyse ADDM data themselves and create Product Catalog, Manufacturers and NE aliases. The BMC data as it stands is as much help as the old DSL data was (did anyone really use this?). Maybe I was expecting too much! Anyone else looked at this? Cheers Peter ___ 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: PERFORM-ACTION-OPEN-URL
Thanks so much!! I found the documentation on the Workflow Objects doc Lisa From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Reiser, John J Sent: Thursday, June 09, 2011 8:57 AM To: arslist@ARSLIST.ORG Subject: Re: PERFORM-ACTION-OPEN-URL ** PERFORM-ACTION-OPEN-URL new url string --- 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 discu ssion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Thursday, June 09, 2011 8:45 AM To: arslist@ARSLIST.ORG Subject: EXTERNAL: PERFORM-ACTION-OPEN-URL ** Is there any way to add to this command to force that the URL is opened in a new window? Lisa Kemes AR System DeveloperTE Information Systems Global Infrastructure and Ops +01 717 810 2408 tel +01 717 602 9460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com MS 161-43 P.O. Box 3608 Harrisburg, PA 17105-3608 [cid:image001.gif@01CC26B2.F5C6C360]http://www.te.com/ www.te.comhttp://www.te.com/ [cid:image002.png@01CC26B2.F5C6C360]http://twitter.com/teconnectivity[cid:image003.png@01CC26B2.F5C6C360]http://www.facebook.com/teconnectivity[cid:image004.png@01CC26B2.F5C6C360]http://www.flickr.com/photos/teconnectivity/[cid:image005.png@01CC26B2.F5C6C360]http://www.linkedin.com/groups?gid=1591657[cid:image006.png@01CC26B2.F5C6C360]http://www.youtube.com/teconnectivity _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://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 inline: image001.gifinline: image002.pnginline: image003.pnginline: image004.pnginline: image005.pnginline: image006.png
Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good.
I agree that group translation is useful and I can even see where it could be useful to have a contact record that would have a group ID instead of an email address, but the price of making a mistake is disturbingly high. I think it wouldn't hurt to have the option to prevent emails to Public (and perhaps some of the other common groups like General Access), in the same way that you can configure ARS to disallow unqualified searches. It's an option that almost everyone would want to have active while still allowing a unique customer to turn it off. I'm guessing that, as usual, we'll have to do it first so Remedy can use it in the next patch. . . ;^) So does anyone know where the translation taking place off-hand? Is it a central location or a common action in several modules? Kelly Logan, Sr. Systems Administrator (Remedy), GMS ProQuest | 789 E. Eisenhower Parkway, P.O. Box 1346 | Ann Arbor MI 48106-1346 USA | 734.997.4777 kelly.lo...@proquest.commailto:kelly.lo...@proquest.com www.proquest.com ProQuest...Start here. 2010 InformationWeek 500 Top Innovator P Please consider the environment before printing this email. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender, and delete the message from your computer. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of JD Hood Sent: Wednesday, June 08, 2011 5:42 PM To: arslist@ARSLIST.ORG Subject: Re: WARNING OF BAD AS DESIGNED FEATURE IN ITSM - zero in internet email field for person is not good. ** Well, you specifically told the email system to notify the group Public (group ID = 0) -and- there are sound reasons and a reasonable need for the ability to notify by group ID. Unfortunately, you found out the hard way what 0 resolves to... You aren't alone as this is not the first time this has happened and likely won't be the last. I'll presume you've already got a filter in place to error if email address = 0. Don't feel too bad. It's not like you ran rm -r * without realizing you were from root while logged in as root on a unix box or something. (There's a story somewhere in there...) I don't mean to make light of your episode, but hopefully, you will look back on this and get a chuckle. So, keep your chin up. You have a nice bragging scar from this lesson. JDHood On Wed, Jun 8, 2011 at 6:49 AM, Andrew C Goodall ago...@jcpenney.commailto:ago...@jcpenney.com wrote: ** All, FYI - for ITSM users We had an issue last week in which a service desk associate created a proposed people record for a vendor and entered a zero as the persons email address. Upon creating the incident with the new person as the customer the BMC workflow treated zero in the email field as meaning I need to email EVERYBODY that has a people record For use that is over 300,000 records! Needless to say our executives were not very happy about this, we had opened a CRITCAL issue with BMC on this because it was not as simple as deleting all the relevant records from AR System Email Messages form since the NTE functionality was shipping 100 records or so every few minutes to be processed by the email engine in AR System Email Messages. We needed to STOP the messages from getting processed by NTE, but BMC support did not have a remedy (HA - pardon the pun), they said we just had to let them process - RIDICULUOUS! Furthermore we found out through this issue that this is an AS DESIGNED feature - RIDICULULOUS! So be warned if you don't want your service desk to accidently email everyone in the company add an active link to validate the value in the email field when creating a people record. It is breath taking to me why BMC would think this is a good AS DESIGNED feature. I can understand needing that capability for use in workflow - but for goodness sake only allow it on a back end hidden field e.g. a z_ field, and NOT a forward facing field editable by users. Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. If the reader of this message is not the intended recipient, you are hereby notified that your access is unauthorized, and any review, dissemination, distribution or copying of this message including any attachments is strictly prohibited. If you are not the intended recipient, please contact the sender and delete the material from any computer. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or
Re: Compound qualification for a GetList web service
Hi Chintan, Yes, I understand completely that I am at the mercy of the consumer with regard to what they put in the qualification. You did not confuse me. :-) However, when I put the following into the Qualification: box in Developer Studio: XPATH(/ROOT/qualification) AND 'distribution' != Internal I receive the following error: ERROR (1583): Expected a relational operation at this point; position 0, 5147, solutions Dev Studio is trying to make sure that this is a syntactically-correct qualification, and it is not. So this is the original problem/question... how do I combine XPATH(/ROOT/qualification) with my own additional qualification? Thanks for your continued interest. Larry 1583 Error Relational operator expected at this position. The only legal operator at this position in a search line is a relational operator (=, !=, , =, , =, or LIKE). Fix the format of the line, and perform the search again. Larry Robinson NC State University Remedy Admin / Developer On Thu, Jun 9, 2011 at 3:16 PM, Chintan Shah cbss...@yahoo.com wrote: ** Hi Larry, As far as i know, you will be able to control the AND 'distribution' != Internal from qualification bar, however you will be relying on client for Qualification' string. Clients will be responsible for completing the brackets appropriately otherwise meaning of entire qualification might change. This goes back to what your requirements are and you will need to educate clients of the web-services accordingly e.g. 1. Client can pass this in XPATH qualification(notice incomplete bracket) Workgroup=REMEDY AND ( word=email OR word=remedy You append this AND 'distribution' != Internal making your entire qualification look like this Workgroup=REMEDY AND ( word=email OR word=remedy AND 'distribution' != Internal 2. Client can pass this in XPATH qualification(notice brackets are completed) Workgroup=REMEDY AND ( word=email OR word=remedy) You append this AND 'distribution' != Internal making your entire qualification look like this Workgroup=REMEDY AND ( word=email OR word=remedy) AND 'distribution' != Internal --I believe this might be the qualification you would be looking for. In a nutshell, you would be dependent on client of web-service for XPATH-Qualification piece. Hoping I did not confuse you :). Thanks Chintan. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Remedy desktop client situation
We have a strange situation where a user is using the fat client to access an AR Server on the network. They seem to be getting an error box that indicates that they are not able to be authenticated by the domain. Is there anything about the fatclient that could cause it to fail on authentication to the server? They are able to do most anything else with other programs with no problem. We're on 7.x and it's an XP machine. Portions of this message may be confidential under an exemption to Ohio's public records law or under a legal privilege. If you have received this message in error or due to an unauthorized transmission or interception, please delete all copies from your system without disclosing, copying, or transmitting this message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Looking for white paper on disaster recovery configurations
Hello, I thought I had recently seen a white paper on disaster recovery for ARS, but I can't seem to find it now, either by searching the arslist archives or BMC's website. I found the white paper on load balancer configurations, but that doesn't cover what I'm looking for. Basically, we are setting up a secondary site to function as a failover (ARS stays down until needed), and I'm looking for the best way to configure ARS. We already have a mid-tier and replicated database set up, and now I need to put the AR server in place. In particular, I'm thinking about server names and how best to manage the configurations of those between the two servers (prod and failover). That's a vague question I know, (I'm just starting down this path) so a link to the white paper or any general advice is appreciated. Thanks, Thad ARS 7.1 on AIX ITSM 7.0.3 (all apps) Oracle 10g ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Looking for white paper on disaster recovery configurations
Thad, We do something similar to what you describe you want to do. It's easier now than it was a few versions ago. What makes it easier is the fixed, floating licenses are stored in the data base. Anyway what you do is create a DNS alias for your production server. You configure desktop clients and any MidTier servers to connect using the alias. Any internal connections like the email engine should also use the alias. Make sure everything works right. Install the second server to the DB instance. Make sure you do the installation as an upgrade. Like with the production server make sure that internal connections use the alias. Apply any server license while you have the fail over up and running. (You can get a hot stand by server license at no cost but you do have to renew it each year). If you need to switch to the fail over server, you shut down the production. Change DNS alias. Start up the fail over. Desktop clients may need to flush their DNS cache. In our case we also have several MidTier instances that are running on separate servers around the world. Users connect to the MidTier servers using a DNS alias defined with in the regional zone. The big thing is to test the stand by configuration at least once a year. You will be surprised at the little things hiding in config files that you forgot to change. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Thad Esser [mailto:thad.es...@gmail.com] Sent: Thursday, June 09, 2011 07:25 PM To: arslist@ARSLIST.ORG arslist@ARSLIST.ORG Subject: Looking for white paper on disaster recovery configurations ** Hello, I thought I had recently seen a white paper on disaster recovery for ARS, but I can't seem to find it now, either by searching the arslist archives or BMC's website. I found the white paper on load balancer configurations, but that doesn't cover what I'm looking for. Basically, we are setting up a secondary site to function as a failover (ARS stays down until needed), and I'm looking for the best way to configure ARS. We already have a mid-tier and replicated database set up, and now I need to put the AR server in place. In particular, I'm thinking about server names and how best to manage the configurations of those between the two servers (prod and failover). That's a vague question I know, (I'm just starting down this path) so a link to the white paper or any general advice is appreciated. Thanks, Thad ARS 7.1 on AIX ITSM 7.0.3 (all apps) Oracle 10g _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_
Consultant Available - ARS/ITSM Development
Please correct if I've put the wrong header on: Highly experienced, RAC-Certified (recertified to ITSM 7) Remedy ARS development consultant with very recent experience on ARS 7.6 and ITSM 7.6 and fifteen years of overall experience with Remedy and ITSM implementations. I hold an active DOD Secret clearance and recent Public Trust clearance, and available immediately. Prefer Northeast or California but will take short-term work in other geographies or overseas. Please contact by email or phone: 360-201-8074 Louise Van Hine loui...@zebratta.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Compound qualification for a GetList web service
Ah..I c what you are saying now..Sorry, in all of my conversation, I thought you would be comparing XPATH Qualification to some field on form but that's not the case. My bad for not reading the thread properly. IMHO, there are 2 solutions for this(there could be more..but this is what I can think of so far)..again this might not be the most elegant solution on planet but it can get job done. 1. Build an automated workflow that would push all Distribution!=Internal records to a staging form and build web-service from staging form. In that case you will never need AND 'Distribution'!=Internal qualification appended. This is probably good since amount of records to traverse would be lesser than what is on source form and it would take query off the source form. One of caveat I see upfront is that you will have to spend time in building that staging form(you can probably just do a save as on source form) and maintaining that workflow that pushes records to it. 2. Client should supply complete qualification(as you mentioned you will be at the mercy of the client) Does #1 help or does it over-complicate :)? Thanks Chintan. --- On Thu, 6/9/11, L G Robinson n...@ncsu.edu wrote: From: L G Robinson n...@ncsu.edu Subject: Re: Compound qualification for a GetList web service To: arslist@ARSLIST.ORG Date: Thursday, June 9, 2011, 12:37 PM ** Hi Chintan, Yes, I understand completely that I am at the mercy of the consumer with regard to what they put in the qualification. You did not confuse me. :-) However, when I put the following into the Qualification: box in Developer Studio: XPATH(/ROOT/qualification) AND 'distribution' != Internal I receive the following error: ERROR (1583): Expected a relational operation at this point; position 0, 5147, solutions Dev Studio is trying to make sure that this is a syntactically-correct qualification, and it is not. So this is the original problem/question... how do I combine XPATH(/ROOT/qualification) with my own additional qualification? Thanks for your continued interest.Larry 1583 ErrorRelational operator expected at this position.The only legal operator at this position in a search line is a relational operator (=, !=, , =, , =, or LIKE). Fix the format of the line, and perform the search again. Larry RobinsonNC State UniversityRemedy Admin / Developer On Thu, Jun 9, 2011 at 3:16 PM, Chintan Shah cbss...@yahoo.com wrote: ** Hi Larry, As far as i know, you will be able to control the AND 'distribution' != Internal from qualification bar, however you will be relying on client for Qualification' string. Clients will be responsible for completing the brackets appropriately otherwise meaning of entire qualification might change. This goes back to what your requirements are and you will need to educate clients of the web-services accordingly e.g. 1. Client can pass this in XPATH qualification(notice incomplete bracket) Workgroup=REMEDY AND ( word=email OR word=remedy You append this AND 'distribution' != Internal making your entire qualification look like this Workgroup=REMEDY AND ( word=email OR word=remedy AND 'distribution' != Internal 2. Client can pass this in XPATH qualification(notice brackets are completed) Workgroup=REMEDY AND ( word=email OR word=remedy) You append this AND 'distribution' != Internal making your entire qualification look like this Workgroup=REMEDY AND ( word=email OR word=remedy) AND 'distribution' != Internal --I believe this might be the qualification you would be looking for. In a nutshell, you would be dependent on client of web-service for XPATH-Qualification piece. Hoping I did not confuse you :). Thanks Chintan. _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: Looking for white paper on disaster recovery configurations
Another way is you can create a servergroup with the production servers. 1.Configure your DR Server to look at the production db and add it as another server in the server group 2.Make sure your load balancer rules also direct the traffic to DR ARServer. 3.Test all the components, you can play a little bit by making DR ARServer as the primary server. 4. Make sure everything is working, turn off the DR ARServer change the DR ar.conf to look at DR database. With this method during the DR mode all you need to do is 1.Stop ARServer, midtier webservers on production. 2. Have the DBA make DR db as primary 3. Restart DR Arserver. You do not have to make any DNS changes, less moving parts. On Jun 9, 8:14 pm, Shellman, David dave.shell...@te.com wrote: Thad, We do something similar to what you describe you want to do. It's easier now than it was a few versions ago. What makes it easier is the fixed, floating licenses are stored in the data base. Anyway what you do is create a DNS alias for your production server. You configure desktop clients and any MidTier servers to connect using the alias. Any internal connections like the email engine should also use the alias. Make sure everything works right. Install the second server to the DB instance. Make sure you do the installation as an upgrade. Like with the production server make sure that internal connections use the alias. Apply any server license while you have the fail over up and running. (You can get a hot stand by server license at no cost but you do have to renew it each year). If you need to switch to the fail over server, you shut down the production. Change DNS alias. Start up the fail over. Desktop clients may need to flush their DNS cache. In our case we also have several MidTier instances that are running on separate servers around the world. Users connect to the MidTier servers using a DNS alias defined with in the regional zone. The big thing is to test the stand by configuration at least once a year. You will be surprised at the little things hiding in config files that you forgot to change. Dave - dave.shell...@tycoelectronics.com (Wireless) From: Thad Esser [mailto:thad.es...@gmail.com] Sent: Thursday, June 09, 2011 07:25 PM To: arsl...@arslist.org arsl...@arslist.org Subject: Looking for white paper on disaster recovery configurations ** Hello, I thought I had recently seen a white paper on disaster recovery for ARS, but I can't seem to find it now, either by searching the arslist archives or BMC's website. I found the white paper on load balancer configurations, but that doesn't cover what I'm looking for. Basically, we are setting up a secondary site to function as a failover (ARS stays down until needed), and I'm looking for the best way to configure ARS. We already have a mid-tier and replicated database set up, and now I need to put the AR server in place. In particular, I'm thinking about server names and how best to manage the configurations of those between the two servers (prod and failover). That's a vague question I know, (I'm just starting down this path) so a link to the white paper or any general advice is appreciated. Thanks, Thad ARS 7.1 on AIX ITSM 7.0.3 (all apps) Oracle 10g _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
