7.6.04 SP2
I recall reading something on bmc communities about SP2 being withdrawn. Is this true? If so, why? ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: 7.6.04 SP2
Hi, No, it is not true. Here is the comment from David Easter: This is incorrect and untrue. The ITSM Suite 7.6.04 SP2 files currently on EPD are valid and there is no current intention of pulling those files down and making them unavailable. And here is the thread itself: https://communities.bmc.com/communities/thread/58436 Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. I recall reading something on bmc communities about SP2 being withdrawn. Is this true? If so, why? ___ 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
Atrium 7.6.0.4 SP2 Install - Failed to find the AR Monitor config file
Hi All, Did anyone encountered this error yet when trying to do a clean install of Atrium Core 7.6.04 SP2? The only thing I am trying is to install base ARS and then did a server name change. I made sure all references to the old server name are correct and all plugins start 100%. Environment VirtualBox 4.1.4 Windows 2008 Server STD 64 bit ARS 7.6.04 SP2 Atrium Core 7.6.04 SP2 [cid:image003.jpg@01CC8E49.209208E0] Cheers Francois Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Midridge Office Estate, International Business Gateway, cnr New Road Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, Century Square, Heron Crescent, Century City, Cape Town, 7446 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: image003.jpg
7.6.04 SP2
Misi Thanks, I was just about to post and write that I was talking nonsense. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Atrium 7.6.0.4 SP2 Install - Failed to find the AR Monitor config file
Sorted, found another reference of the old server name in the registry I missed. Thanks Francois From: Francois Seegers Sent: Wednesday, October 19, 2011 10:23 AM To: arslist@ARSLIST.ORG Subject: Atrium 7.6.0.4 SP2 Install - Failed to find the AR Monitor config file Hi All, Did anyone encountered this error yet when trying to do a clean install of Atrium Core 7.6.04 SP2? The only thing I am trying is to install base ARS and then did a server name change. I made sure all references to the old server name are correct and all plugins start 100%. Environment VirtualBox 4.1.4 Windows 2008 Server STD 64 bit ARS 7.6.04 SP2 Atrium Core 7.6.04 SP2 [cid:image001.jpg@01CC8E52.EF8A1C10] Cheers Francois Blue Turtle Technologies (Pty) Limited | Reg. no.: 2003/002610/07 | http://www.blueturtle.co.za Gauteng : Tel: +27 (0)11 206 5600 | Fax: +27 (0)11 206 5606 | Midridge Office Estate, International Business Gateway, cnr New Road Sixth Street, Midrand, 1685 | P O Box 31331, Kyalami, 1684 Western Cape: Tel: +27 (0)87 721 1874 | Fax: +27 (0)21 552 7764 | Unit E6, Century Square, Heron Crescent, Century City, Cape Town, 7446 DISCLAIMER: This email and any files transmitted with it are confidential and are intended solely for the use of the individual or entity to whom they are addressed. This communication represents the originator's personal views and opinions, which do not necessarily reflect those of Blue Turtle Technologies (Pty) Ltd. If you are not the original recipient or the person responsible for delivering the email to the intended recipient, be advised that you have received this email in error, and that any use, dissemination, forwarding, printing, or copying of this email is strictly prohibited. If you received this email in error, please immediately notify the sender. Thank you. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: image001.jpg
How to get the Users's license?
Hi there, Can anyone think of an easy way to find out what licence a users has at any point in time? We've got users who log into remedy with floating licences but when we've run out they log in with read licences. I'd like to be able to capture this information, but I can't think of anyway to do it? Ideally I'd like: $LICENCE-TYPE$ but I don't think that exists! Kerry Murdock ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
How to get the Users's license?
Sounds like you need to speak to Carl Wilson about his license management tool. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How to get the Users's license?
Hi, Turn on the User-log, all information is in there. The full version of our RRR|License product will give you detailed statistics about each user: http://rrr.se/tmp/rrrLicUser.html http://rrr.se/tmp/rrrLicSession.html Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Hi there, Can anyone think of an easy way to find out what licence a users has at any point in time? We've got users who log into remedy with floating licences but when we've run out they log in with read licences. I'd like to be able to capture this information, but I can't think of anyway to do it? Ideally I'd like: $LICENCE-TYPE$ but I don't think that exists! Kerry Murdock ___ 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: How to get the Users's license?
Just to be clear - we don't have a problem with licenses. I'm wanting to stop workflow firing if the user only has a read(floating) licence. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How to get the Users's license? [I]
Classification: For internal use only Kerry, The trouble you will have is when to fire the check. If you want to capture the users that had a Floating Lic but have now got a Read Floater (due to timeout etc), you will need to fire the workflow before every transaction unless you only wish to track those users who are given a read floater on login. If that is the case, you could fire workflow on login that sets a hidden field and commits. If they have a Floater the commit will save the checkbox etc... if they have a read it wont. You can then use that checkbox in your check qualification. Regards, Paul --- This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and delete this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. Please refer to http://www.db.com/en/content/eu_disclosures.htm for additional EU corporate and regulatory disclosures. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: How to get the Users's license?
Hi, Are we talking about Active Links or Filters? I would create a Service-Call that in turn makes a Table-Loop on your Floating users, and sends back a flag to indicate if the user is Floating or Floating Read. You can attach your service-filters to the AR System Administration: Manage User Licenses form, where the correct table is already in place. Just loop the table with 'User Category' set to Server -Current Users and 'License Type' set to Floating. You can also copy the table and fields to a new Display-only-form if you do not want to add your filters directly to the system form. Unfortunately, the ARDBC-implementation used to list the users does not allow you to specify the User Name in the table-qualification, so you have to go through all rows. This should be fairly quick, but could potentially be a performance hit if: 1. You have a lot of concurrent floating users 2. You are calling the Service very often Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. Just to be clear - we don't have a problem with licenses. I'm wanting to stop workflow firing if the user only has a read(floating) licence. ___ 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: How to get the Users's license? [I]
But if they've got a read licence when you commit the user is going to get an ugly message saying 'no license available' or some such thing. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Overview Console error
It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error.* *** I am in great trouble, can anybody help me In this regard. ** ** Thanks Regards ** ** Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 ** ** DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _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: How to get the Users's license? [I]
Hi, The Service-call is not a modify-operation as such, I think, so this would be no problem. Just call it before you let the user do whatever you want him to do/not to do? Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. But if they've got a read licence when you commit the user is going to get an ugly message saying 'no license available' or some such thing. ___ 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
Identifying forms
I'm a very new Remedy Admin, and I have a general question related to applications. When logged into an application (such as Incident Management) with admin permissions, is it possible to debug a screen to find out which form objects or templates are being used? Definitely identifying myself as a newbie here. I've taken the BMC Remedy AR System Foundations Part 1 and 2, but nothing like this was touched on in class. Feeling a little overwhelmed by the enormity of the systems but I have to start somewhere! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Identifying forms
Welcome to the arslist Kay! You'll find there are many people eager to help you through the 'newbie' phase. It's always helpful to list the version of ARS you're using so that answers you receive are appropriate to the system you're working on. Sometimes knowing what database you're on helps with certain issues. There is always a way to find anything and people here will help you through it. Don't let the size of the system overwhelm you, it's there to be conquered, effort is required but the reward is a feeling of awesome accomplishment. Of course as with most beasts, complete control is usually just slightly out of grasp, it will always provide new challenges! Thanks, Susan On Wed, Oct 19, 2011 at 9:02 AM, Kay kwilt...@peckham.org wrote: I'm a very new Remedy Admin, and I have a general question related to applications. When logged into an application (such as Incident Management) with admin permissions, is it possible to debug a screen to find out which form objects or templates are being used? Definitely identifying myself as a newbie here. I've taken the BMC Remedy AR System Foundations Part 1 and 2, but nothing like this was touched on in class. Feeling a little overwhelmed by the enormity of the systems but I have to start somewhere! ___ 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: Identifying forms
Turn on client side active link logging and then search for the word schema Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kay Sent: Wednesday, October 19, 2011 9:03 AM To: arslist@ARSLIST.ORG Subject: Identifying forms I'm a very new Remedy Admin, and I have a general question related to applications. When logged into an application (such as Incident Management) with admin permissions, is it possible to debug a screen to find out which form objects or templates are being used? Definitely identifying myself as a newbie here. I've taken the BMC Remedy AR System Foundations Part 1 and 2, but nothing like this was touched on in class. Feeling a little overwhelmed by the enormity of the systems but I have to start somewhere! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Identifying forms
Kay, If you are in the client tool (User Tool) and have logging turned on, you can also watch the client side activity in a realtime logging window by going to where you have the the user tool installed and running the ARLogDisplay tool normally located here (C:\Program Files\BMC Software\ARSystem\user\ARLogDisplay.exe). You can see the form (schema) listed there as well as the Active Links that are called and any of the other logging elements you have selected in the User Tool. Phil Bautista President / CEO Bull Creek Data Corporation www.bullcreek.com Remedy Approved Consultant (RAC) 512-731-0304 -Original message- From: Andrew C Goodall ago...@jcpenney.com Date: Wed, 19 Oct 2011 10:58:10 -0400 To: arslist@ARSLIST.ORG Subject: Re: Identifying forms Turn on client side active link logging and then search for the word schema Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kay Sent: Wednesday, October 19, 2011 9:03 AM To: arslist@ARSLIST.ORG Subject: Identifying forms I'm a very new Remedy Admin, and I have a general question related to applications. When logged into an application (such as Incident Management) with admin permissions, is it possible to debug a screen to find out which form objects or templates are being used? Definitely identifying myself as a newbie here. I've taken the BMC Remedy AR System Foundations Part 1 and 2, but nothing like this was touched on in class. Feeling a little overwhelmed by the enormity of the systems but I have to start somewhere! ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are 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. ___ 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
developer OR tester OR analyst - REMOTE WORK
Hi All We have a urgent need for a developer OR tester to work on a remote project for 20 days starting today, possibility of extensions lasting 6 months. Spec 1) Experience with Remedy - mid tier 2) ARS development 3) not essential but if have ITSM would be great 4) Testing experience within either; Testing tools like silk, load runner, IBM, Scapa Tech OR Process testing - performance testing or load testing OR Non functional testing - UAT, security, disaster recovery Any experience with web development as silk runs queries on remedy using http command. Written and spoken English Looking for someone to do Silk Performance testing but experience with Silk is not required. Training will be given to perform silk performance testing. Start ASAP, work remotely. Please email me ASAP mpar...@columnit.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Overview Console error
The equivalent step for Windows: Open Windows Services. Find service called 'arplugin.exe', and stop it via standard method.Caution: any other functions relying on 'arplugin.exe' will stop as well, momentarily. Main AR service should restart 'arplugin.exe', instantly. I believe others have alluded to this methodology over last few weeks--we have had to use in on ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale. Hope this helps! Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, October 19, 2011 8:55 AM To: arslist@ARSLIST.ORG Subject: Re: Overview Console error ** It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.commailto:ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error. I am in great trouble, can anybody help me In this regard. Thanks Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _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
Service Provider Model
Hello Listers, We are currently running an ITSP 4.0 solution in our organization and we are kicking off a project to upgrade to ITSM 7.6.04 (or 7.7). One of the issues we have with the new system is a “Requested By on behalf of a Requester” model isn’t supported in the incident form. For example: A person for company X (contractor) is onsite at company Y. This person is calling the helpdesk and either reporting an issue or requesting something small (access to a shared drive). The SLA for this incident needs to be for company Y (where the person is located), not company X (the company that the person actually works for). In ITSP, there is a “People Company” field and a “Location Company” field, but in ITSM there is not. Has anybody on the list had to deal with this issue in ITSM 7.6? If we customize the app to include this new “location company” field, it may be quite a large undertaking (people searches, SLA, OLA, etc). We can create generic profiles for the companies to whom we are creating the ticket, but we might lose tracking as to whom the incident is associated (person). Thoughts? Robert Babineau, P.Eng. Bell Aliant robert.babin...@bellaliant.ca ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Service Provider Model
Hi. I believe there is a Requester, and also a Contact field. Could it help? Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 19 oct. 2011, at 19:14, Babineau, Robert robert.babin...@bellaliant.ca wrote: Hello Listers, We are currently running an ITSP 4.0 solution in our organization and we are kicking off a project to upgrade to ITSM 7.6.04 (or 7.7). One of the issues we have with the new system is a “Requested By on behalf of a Requester” model isn’t supported in the incident form. For example: A person for company X (contractor) is onsite at company Y. This person is calling the helpdesk and either reporting an issue or requesting something small (access to a shared drive). The SLA for this incident needs to be for company Y (where the person is located), not company X (the company that the person actually works for). In ITSP, there is a “People Company” field and a “Location Company” field, but in ITSM there is not. Has anybody on the list had to deal with this issue in ITSM 7.6? If we customize the app to include this new “location company” field, it may be quite a large undertaking (people searches, SLA, OLA, etc). We can create generic profiles for the companies to whom we are creating the ticket, but we might lose tracking as to whom the incident is associated (person). Thoughts? Robert Babineau, P.Eng. Bell Aliant robert.babin...@bellaliant.ca ___ 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: Service Provider Model
In our organization when contractors are hired they do get company provided email,networkid, badge etc. We create their profiles like regular employees only except in the employee type we mention them as Contractor instead of employee. Most of the times the service desk do not bother if it is a contractor or full time employee when creating incidents. However the the techs giving permissions to shared folders etc... need to know if it is an employee or contractor which they can find it in their people profile. So they do not really bother about which company the contractor belongs to. In some situations where the contractor is onsite just for a specific issue then our service desk creates tickets on the employee's name who hired the contractor. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Web Services and Qualifications
I think I finally figured out why my web services was only returning 1 record. I like to remove all the fields that the user doesn't need to see, so they don't get rows and rows of fields back that are even mapped. Well I did this (did a remove on the left side and a cut on the right side), and everything was fine until I decided to regenerate and remap all the fields. (by clicking on the generate map button). So I simply recreated the web service and removed all the fields they don't want and everything is back to normal. If they ever want to see more fields, I'll just have to recreate the webservice again (with the same name) and start over. (I guess. I can't find a way to get around this). Thanks! Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Grooms, Frederick W Sent: Friday, October 07, 2011 6:43 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services and Qualifications How do you have the output mapped? When doing an OpGetList I usually have my structure like ROOT GroupingElement FieldValue1 FieldValue2 FieldValue3 The form is mapped at the GroupingElement level and nothing is mapped at the ROOT level. Also . Do you have a MaxLimit value set? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Friday, October 07, 2011 7:48 AM To: arslist@ARSLIST.ORG Subject: Re: Web Services and Qualifications ** That's what I thought. When I do this search in the UT, I get 400+ records back, but when I use Soap and the Web Server, only 1 record comes back. I have used my account, and others (just to test). I might have to create a ticket with BMC. This is supposed to be a very simple web service. Not complicated at all. Not sure why it would only bring back one record? I'll do some more digging. Thanks so much for your help!! Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon Sent: Thursday, October 06, 2011 2:24 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services and Qualifications ** Lisa: Qualification field in GetList method for WS allows you to query all records with a specific condition. It acts like Advanced Search for any AR Form. Therefore you should use exactly same search condition as you would use in AR Form for advanced search. Example: 'Status' Resolved AND 'Category' = Hardware Also you may need to consider Company-based restrictions for user account who is used in WS. Multitenancy restrictions also apply for external queries when using AR authentication. HTH, Alejandro -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Thursday, October 06, 2011 12:33 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services and Qualifications ** One more question, I'm now only getting 1 record back in Soap UI. Should I get more if I have more? There are 400+ records with this qualification. I'm doing a opgetlist Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Thursday, October 06, 2011 11:22 AM To: arslist@ARSLIST.ORG Subject: Re: Web Services and Qualifications ** When I saw the STUPID mistake I did, I thought for sure it was just a typo in my email. Nope, when back to soap UI and sure enough I had: use urn:Qualification''Category' = ADMIN/urn:Qualification (a double quote at the start of the field name). DOH! Sorry, and thanks for pointing this out. Just tried it and it's working fine now. Now I can go back to the programmer and officially say It's working for me! Thanks again!! Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon Sent: Wednesday, October 05, 2011 4:38 PM To: arslist@ARSLIST.ORG Subject: Re: Web Services and Qualifications ** Lisa: You should use urn:Qualification'Category' = ADMIN/urn:Qualification Single quotes for Field Label and double quotes for Field Value, just like Advanced Search way. HTH, Alejandro -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kemes, Lisa Sent: Wednesday, October 05, 2011 3:21 PM To: arslist@ARSLIST.ORG Subject: Web Services and Qualifications ** I set up a simple web service (with OPGETLIST only) for consumption and the user is saying that nothing it coming back - not even errors So I created a project in Soap. My Qualification is urn:QualificationCategory' = ADMIN/urn:Qualification (Category is included in my Output). But I'm getting the error ERROR (4558): Qualification line error; Am I entering in the
Re: Service Provider Model
** There is a place to put the information of the Contact (who called) and the Customer (who is entitled to the service). The contact is calling on behalf of the Customer. That should meet your needs. Kelly DeaverL-3 Stratis / FAA Contractor kdea...@kellydeaver.com (ARSlist mail)kelly.ctr.dea...@faa.gov(Business mail) Original Message Subject: Service Provider ModelFrom: "Babineau, Robert" robert.babin...@bellaliant.caDate: Wed, October 19, 2011 12:14 pmTo: arslist@ARSLIST.ORGHello Listers,We are currently running an ITSP 4.0 solution in our organization and we are kicking off a project to upgrade to ITSM 7.6.04 (or 7.7). One of the issues we have with the new system is a “Requested By on behalf of a Requester” model isn’t supported in the incident form. For example: A person for company X (contractor) is onsite at company Y. This person is calling the helpdesk and either reporting an issue or requesting something small (access to a shared drive). The SLA for this incident needs to be for company Y (where the person is located), not company X (the company that the person actually works for).In ITSP, there is a “People Company” field and a “Location Company” field, but in ITSM there is not. Has anybody on the list had to deal with this issue in ITSM 7.6? If we customize the app to include this new “location company” field, it may be quite a large undertaking (people searches, SLA, OLA, etc). We can create generic profiles for the companies to whom we are creating the ticket, but we might lose tracking as to whom the incident is associated (person).Thoughts?Robert Babineau, P.Eng.Bell Aliantrobert.babin...@bellaliant.ca___UNSUBSCRIBE or access ARSlist Archives at www.arslist.orgattend wwrug11 www.wwrug.com ARSList: "Where the Answers Are" _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: Service Provider Model
Incident has both customer and contactfields. If you use service request management to register incidents, there is a 'request on behalf of' feature there. If I am not mistaking then the requester(contractor) would be the contact for the incident and the person requested on behalf of would be the customer. Service level targets could then attach on the customer company and not the contacts company. Br, Steinar Den 19. okt. 2011 kl. 19:30 skrev Matt Laurenceau matt.laurenc...@gmail.com: Hi. I believe there is a Requester, and also a Contact field. Could it help? Matt Laurenceau Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me @Matt_L Skype: matt.laurenceau On 19 oct. 2011, at 19:14, Babineau, Robert robert.babin...@bellaliant.ca wrote: Hello Listers, We are currently running an ITSP 4.0 solution in our organization and we are kicking off a project to upgrade to ITSM 7.6.04 (or 7.7). One of the issues we have with the new system is a “Requested By on behalf of a Requester” model isn’t supported in the incident form. For example: A person for company X (contractor) is onsite at company Y. This person is calling the helpdesk and either reporting an issue or requesting something small (access to a shared drive). The SLA for this incident needs to be for company Y (where the person is located), not company X (the company that the person actually works for). In ITSP, there is a “People Company” field and a “Location Company” field, but in ITSM there is not. Has anybody on the list had to deal with this issue in ITSM 7.6? If we customize the app to include this new “location company” field, it may be quite a large undertaking (people searches, SLA, OLA, etc). We can create generic profiles for the companies to whom we are creating the ticket, but we might lose tracking as to whom the incident is associated (person). Thoughts? Robert Babineau, P.Eng. Bell Aliant robert.babin...@bellaliant.ca ___ 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: Service Provider Model
I assume then that you would put the real people record (i.e. the person who called) on the contact field and possibly have a generic company level people record on the customer field? I say this because in this instance, there wouldn't be a specific person for the customer, but you'd need to have a people profile in order to select it. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Overview Console error
Don, Arplugin is not a Windows service, is it? It is started by armonitor and is a process but not a service as I recall. The steps we follow are to open Task Manager - click on the Processes tab - select arplugin.exe - click End Process. Since it was started by armonitor.exe, armonitor will automatically restart the process. This also is a helpful tip for the Reconciliation Engine when needed. Jason On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don don.mccl...@unt.edu wrote: ** The equivalent step for Windows: ** ** Open Windows Services. Find service called 'arplugin.exe', and stop it via standard method.Caution: any other functions relying on 'arplugin.exe' will stop as well, momentarily. ** ** Main AR service should restart 'arplugin.exe', instantly. I believe others have alluded to this methodology over last few weeks--we have had to use in on ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale. ** ** Hope this helps! ** ** Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Wednesday, October 19, 2011 8:55 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Overview Console error ** ** ** It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error.* *** I am in great trouble, can anybody help me In this regard. Thanks Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _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: Outgoing email address rejection list
Or perhaps others can't comment. :^) Thanks for the confirmation on this issue, David; it helps to know that it is related to something normal in Remedy and not another custom code issue. I can't throw an error though, because that would error out the originating Incident transaction, which I don't want to do. (Thank you Marcelo as well, but the list is of invalid addresses that aren't connected to contacts. Please don't ask me why it's necessary for our custom code to set invalid email addresses, I won't have a pleasant or printable answer. ;^) 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 David Durling Sent: Tuesday, October 18, 2011 5:29 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** I'm not a mail guru at all, but I have seen that issue with a message going out even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 7.5, too. Sometimes I think it's a timing issue with the mail processing. How about throwing an error on submit so a mail record isn't even created? Not sure if that would interfere with processing the other mail you *do* want to send or not. It would make me a little nervous, but perhaps others could comment on whether that's a good solution. David Durling Enterprise Information Technology Services University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, October 18, 2011 4:41 PM To: arslist@ARSLIST.ORG Subject: Outgoing email address rejection list ** Going out to the email gurus - I need to pull out standard email notifications to certain email addresses. I have created a rejection list form and put in filters that check the 'To' address of outgoing emails against this list. The mechanism I have tried so far is to set the 'Send Message' field to No (0) and jumping to 999 to short circuit any other processing. This workflow is running, 'Send Message' is set to 0, and no other workflow in the filter log touches the field after that, yet when I check the entry, 'Send Message' is set to Send (1). Note I am on ARS 7.1, patch 009. Is there some background process associated with the Email Engine that is interfering? Alternately, is there another mechanism I can use to prevent a message from being sent during the submit? (Trying to catch it before then would be significantly more difficult, involving multiple sets of code.) Thank you in advance for your help, 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. _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: Overview Console error
We had the same issue and found out that it was because of the dual NIC environment.. We had to make sure that only one NIC was active when restarting the AR System. That being the NIC that the licensing is tied to.. On Wed, Oct 19, 2011 at 10:23 AM, Jason Miller jason.mil...@gmail.comwrote: ** Don, Arplugin is not a Windows service, is it? It is started by armonitor and is a process but not a service as I recall. The steps we follow are to open Task Manager - click on the Processes tab - select arplugin.exe - click End Process. Since it was started by armonitor.exe, armonitor will automatically restart the process. This also is a helpful tip for the Reconciliation Engine when needed. Jason On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don don.mccl...@unt.edu wrote: ** The equivalent step for Windows: ** ** Open Windows Services. Find service called 'arplugin.exe', and stop it via standard method.Caution: any other functions relying on 'arplugin.exe' will stop as well, momentarily. ** ** Main AR service should restart 'arplugin.exe', instantly. I believe others have alluded to this methodology over last few weeks--we have had to use in on ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale. ** ** Hope this helps! ** ** Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Wednesday, October 19, 2011 8:55 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Overview Console error ** ** ** It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error. I am in great trouble, can anybody help me In this regard. Thanks Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _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: Overview Console error
GULP ! On Wed, Oct 19, 2011 at 2:49 PM, Robert Heverley robert.hever...@gmail.comwrote: ** We had the same issue and found out that it was because of the dual NIC environment.. We had to make sure that only one NIC was active when restarting the AR System. That being the NIC that the licensing is tied to.. On Wed, Oct 19, 2011 at 10:23 AM, Jason Miller jason.mil...@gmail.comwrote: ** Don, Arplugin is not a Windows service, is it? It is started by armonitor and is a process but not a service as I recall. The steps we follow are to open Task Manager - click on the Processes tab - select arplugin.exe - click End Process. Since it was started by armonitor.exe, armonitor will automatically restart the process. This also is a helpful tip for the Reconciliation Engine when needed. Jason On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don don.mccl...@unt.eduwrote: ** The equivalent step for Windows: ** ** Open Windows Services. Find service called 'arplugin.exe', and stop it via standard method.Caution: any other functions relying on 'arplugin.exe' will stop as well, momentarily. ** ** Main AR service should restart 'arplugin.exe', instantly. I believe others have alluded to this methodology over last few weeks--we have had to use in on ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale. ** ** Hope this helps! ** ** Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi *Sent:* Wednesday, October 19, 2011 8:55 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Overview Console error ** ** ** It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error. I am in great trouble, can anybody help me In this regard. Thanks Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602 Mobile: +971 50 2182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _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_ _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: ARS 7.6.04 SP2 Solaris installer Oracle db.
OK back at it again::: According to Support:::
so now I am asking again:::
ENV: 64 cpu's 32 gig of ram
How many hours is the task update suppose to take? 6 - 8 - 12 - 24 hours?
Cause were over 5 already..
On Tue, Oct 18, 2011 at 6:11 PM, Patrick Zandi remedy...@gmail.com wrote:
So they broke it twice ! Lol
Sent from my iPhone so typo's or funky words can and do happen!
On Oct 18, 2011, at 6:02 PM, strauss stra...@unt.edu wrote:
**
BMC Support indicates that there is a known defect with a view ID that
basically prevents the ITSM SP2 installer from completing successfully. It
looks like it will affect all of my available environments.
** **
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/http://itsm.unt.edu/
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *strauss
*Sent:* Tuesday, October 18, 2011 1:43 PM
*To:* arslist@ARSLIST.ORGarslist@ARSLIST.ORG
*Subject:* Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
** **
**
The rik.err error was:
** **
Definition File (D:\Program Files (x86)\BMC
Software\BMCRemedyITSMSuite\ITSMT01\Workflow\install\7.6.04_sp2_overlay_install\systems\fnd\workflow\en\.\fnd_deplapp.def)
import failed with error code (392) :- (Field/VUI name must be unique for
the form -- there is already a field or VUI using this name)
** **
Since there are almost 300 forms in that def file, I’m going to let BMC
figured out what they did wrong. The only form I overlaid on the server is
HPD:Help Desk (one field, Reported Source was given Other as a Default
value) and one of the 7.6.04 upgrades added an overlay for
HPD:HelpDesk_AuditLogSystem, and neither of those is in the problematic def
file.
** **
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/http://itsm.unt.edu/
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *strauss
*Sent:* Tuesday, October 18, 2011 1:19 PM
*To:* arslist@ARSLIST.ORGarslist@ARSLIST.ORG
*Subject:* Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
** **
**
Oh, I doubt that (that there is any hope for me)… my downloads are from
last week. The Atrium SP2 applied clean on the second try, but the ITSM SP2
just completed with a failure. So far the SP2 installers are NOT looking
good at all.
** **
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/http://itsm.unt.edu/
*From:* Action Request System discussion list(ARSList) [mailto:
arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
*Sent:* Tuesday, October 18, 2011 1:11 PM
*To:* arslist@ARSLIST.ORGarslist@ARSLIST.ORG
*Subject:* Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
** **
** you will not believe it:: LIKE THIS HAS NEVER HAPPENED
Files uploaded to the download site are BAD::: they just replaced them with
the correct files yesterday?!? I guess..
Go Figure..
So I have re reinstall everything Again.. Wonderful.. So there is hope for
ya Chris!!!
LOL
On Tue, Oct 18, 2011 at 1:29 PM, Grooms, Frederick W
frederick.w.gro...@xo.com
frederick.w.gro...@xo.com wrote:
**
Do you have an SQL log?? It looks like it is updating 1 record at a time*
***
Fred
*From:* Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG
arslist@ARSLIST.ORG] *On Behalf Of *patrick zandi
*Sent:* Tuesday, October 18, 2011 11:57 AM
*To:* arslist@ARSLIST.ORGarslist@ARSLIST.ORG
*Subject:* Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
**
OK, 3 hours of this::: NOW WHAT
(Oct 18 2011 03:54:07.112 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[550]}
(Oct 18 2011 03:54:07.113 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[551]}
(Oct 18 2011 03:54:07.113 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[552]}
(Oct 18 2011 03:54:07.114 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[8303]}
(Oct 18 2011 03:54:07.115 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[RIK load application
command],Detail=[/var/tmp/Utilities/rik/rik loadapp -f
/u01/app/ITSM/Workflow/install/7.6.04_sp2_overlay_install/systems/fnd/workflow/en/adf_fnd.xml
-m nosamp -x HOSTNAME -t 2106 -u Demo -p ** -l /u01/app/ITSM -n
InstallRAF7604 -L]}
Re: John Doe
It seems that LJ has taken the high road here. I am going to throw my voice into the conversation. I think Joe was very polite in his explanation of why LJ might have asked as well as saying it was ok if there was a reason to not share your name. John seems very intelligent from what I can see, but I would say there is something suspicious going on here simply because of his defensiveness. That alone bothers me. Substantially. To be asked if the name given is your real name is not offensive unless you are hiding something. All that was needed is to say, yes it is. In fact, even though LJ said he did state his name was Johnathon Doe, he didn't. He actually stated who said it wasn't. A negative doesn't equal a positive. Sorry, the immaturity of John's responses really got under my skin. I am done on the subject now. Brian Goralczyk. - Only my name insofar as my birth certificate claims that it is my name. On Sat, Oct 15, 2011 at 5:55 PM, JD Hood hood...@gmail.com wrote: ** The list should have Troll-Tags like Deer-Tags. Dan B. can be the game warden. Sounds like you may be getting close to busting one! Back to the peanut gallery, -JDHood On Sat, Oct 15, 2011 at 6:12 PM, Rick Cook remedyr...@gmail.com wrote: ** Pretty sure. I have been wrong before, but I did some research before I said that, and I think I know your real name and where you live. As has been said before, if you need to be anonymous for whatever reason, it isn't a huge deal, and I won't share what I think your real name is here. Threatening other people over it is. We are a community here. You obviously have the technical skills and experience to be a valued member here. The only question is your attitude toward others. Might suggest you focus on that. Rick On Oct 15, 2011 3:03 PM, John Doe hornetl...@yahoo.com wrote: ** Really Rick? Are you certain? -- *From:* Rick Cook remedyr...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Saturday, October 15, 2011 3:40 PM *Subject:* Re: John Doe ** It isn't his real name, LJ. You didn't do anything wrong. Rick On Oct 15, 2011 10:26 AM, LJ LongWing lj.longw...@gmail.com wrote: ** I did ask if that was your real name…this is the first time I have seen that you said it is…I was simply curious and asked a question. Sorry that you consider that question harassment. I’ll consider the matter closed if you would like. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *John Doe *Sent:* Saturday, October 15, 2011 10:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Windows 7 and Internet Explorer version 9 ** ** ** Joe, You logic is off. How do I know your real name is Joe? I don't and neither of you know if my real name is NOT Jonathan Doe. There are a few people who have that name. But see I don't accuse you of this as you both have now done. If your way of saying hello is accusing someone of hiding their real name when it might be their real name then you have some serious problems. This has nothing to do with the subject matter, sorry. I have identified myself and you continually harass me. It doesn't matter how senior you are harassment is harassement and I am asking nicely to please stop. Thank you, Jonathan Doe ** ** -- *From: *Joe Martin D'Souza jdso...@shyle.net; *To: *arslist@ARSLIST.ORG; *Subject: *Re: Windows 7 and Internet Explorer version 9 *Sent: *Fri, Oct 14, 2011 5:30:41 PM LJ has been known to this forum for a few years and I can assure you he doesn’t harass people participating on here.. It is one of the forums etiquette if you are not aware, to identify yourself instead of coming in as John Smith. Dan Bloom the founder of this list had compiled a few list etiquette a few years ago, and identifying yourself was one of them. If you do not wish to identify because it may be against your corporation policies or whatever other reasons, you could say so and we all understand that, but its presumptions to assume that a long timer such as LJ is harassing you by asking to identify yourself.. Its an attempt to keep this list not just rich in its technical content, but to build a true social circle of Remedy professionals.. I do understand you may be relatively new on here so may not be aware of this lists etiquettes, but I’m sure Dan would be happy to send them to you if you do wish to go through them.. Cheers Joe *From:* John Doe *Sent:* Friday, October 14, 2011 12:59 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Windows 7 and Internet Explorer version 9 ** What does my login ID have to do with the subject matter, sir? Please do not harass fellow posters or it will be reported. Thank you.
Relating Companies to CI's - Company Level
Hi Listers ARS 7.6.04 CMDB 7.6.04 ITSM 7.6.04 I´m trying to relate some Business Service CI's to Customer Companies, but it can be done just for Companies with Organization or Departments. When opening CTM:People Organization (Dialog View) from People tab in Asset Record, just allows to relate with companies with Organization or Department configured. We haven't uploaded Customer Organizations/Departments because is not needed and not required for Customer Companies. We found some KB Article (KA319852) which refers to that scenario: Problem: BMC Remedy Service Desk Incident Management 7.6, Chapter 9 Managing configuration items page: 155 to 156 it is possible to relate Companies to Business Services. 1- Open the People tab and click Add. 2- From the Type list in the CI Person Type, select People Organization and then click OK. 3- From the Company list in the Organization Search window, select the company to which you are relating the service and then click Search. 4- From the Choose a Relationship Level list, select how much of the company will be related to this service. 5- Click Select. 6- From the Role list in the Asset Person Role window, select Used By and click OK. 7- Click OK to dismiss the confirmation note. 8- Click Save and then click Close . Solution The company could not be related to the CI because no Organizations, Locations or Support Groups had been configured for the Company. This is a prerequisite for the ITSM application as described in BMC Remedy IT Service Management 7.6.00 Configuration Guide, Chapter 3, Standard configuration tasks This chapter provides standard configuration information and contains the procedures required to get your system operational. The following topics are provided: Configuring companies (page 44) Creating organizations (page 44) Creating locations (page 45) Creating support groups (page 46) Adding people information (page 48) Creating product categories (optional) (page 57) Creating operational categories (optional) (page 58) Creating assignment routing in a standard configuration (optional) (page 59) Viewing and modifying standard configuration data (page 60) As far as I know, configuring Organization and Departments is not required for setting a company. It gives you a better perspective of your company structure and allows you to specify criteria for SLM and Reporting, but sometimes you don't know (and don't need to know) customer organizations. KB article recommends to keep related Organizations, Locations OR Support Groups to companies in order to creating CI's relationships successfully. We have a Global Location (Datacenter) related to all of our customers but even with that setting it doesn't allow us to relate CI's with Customer Organizations. Any ideas, suggestions, comments? Regards, Alejandro ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: John Doe
This is cause for a Kick --- Dan am I wrong here? On Wed, Oct 19, 2011 at 3:16 PM, Brian Goralczyk bgoralc...@gmail.comwrote: ** It seems that LJ has taken the high road here. I am going to throw my voice into the conversation. I think Joe was very polite in his explanation of why LJ might have asked as well as saying it was ok if there was a reason to not share your name. John seems very intelligent from what I can see, but I would say there is something suspicious going on here simply because of his defensiveness. That alone bothers me. Substantially. To be asked if the name given is your real name is not offensive unless you are hiding something. All that was needed is to say, yes it is. In fact, even though LJ said he did state his name was Johnathon Doe, he didn't. He actually stated who said it wasn't. A negative doesn't equal a positive. Sorry, the immaturity of John's responses really got under my skin. I am done on the subject now. Brian Goralczyk. - Only my name insofar as my birth certificate claims that it is my name. On Sat, Oct 15, 2011 at 5:55 PM, JD Hood hood...@gmail.com wrote: ** The list should have Troll-Tags like Deer-Tags. Dan B. can be the game warden. Sounds like you may be getting close to busting one! Back to the peanut gallery, -JDHood On Sat, Oct 15, 2011 at 6:12 PM, Rick Cook remedyr...@gmail.com wrote: ** Pretty sure. I have been wrong before, but I did some research before I said that, and I think I know your real name and where you live. As has been said before, if you need to be anonymous for whatever reason, it isn't a huge deal, and I won't share what I think your real name is here. Threatening other people over it is. We are a community here. You obviously have the technical skills and experience to be a valued member here. The only question is your attitude toward others. Might suggest you focus on that. Rick On Oct 15, 2011 3:03 PM, John Doe hornetl...@yahoo.com wrote: ** Really Rick? Are you certain? -- *From:* Rick Cook remedyr...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Saturday, October 15, 2011 3:40 PM *Subject:* Re: John Doe ** It isn't his real name, LJ. You didn't do anything wrong. Rick On Oct 15, 2011 10:26 AM, LJ LongWing lj.longw...@gmail.com wrote: ** I did ask if that was your real name…this is the first time I have seen that you said it is…I was simply curious and asked a question. Sorry that you consider that question harassment. I’ll consider the matter closed if you would like. ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *John Doe *Sent:* Saturday, October 15, 2011 10:50 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: Windows 7 and Internet Explorer version 9 ** ** ** Joe, You logic is off. How do I know your real name is Joe? I don't and neither of you know if my real name is NOT Jonathan Doe. There are a few people who have that name. But see I don't accuse you of this as you both have now done. If your way of saying hello is accusing someone of hiding their real name when it might be their real name then you have some serious problems. This has nothing to do with the subject matter, sorry. I have identified myself and you continually harass me. It doesn't matter how senior you are harassment is harassement and I am asking nicely to please stop. Thank you, Jonathan Doe ** ** -- *From: *Joe Martin D'Souza jdso...@shyle.net; *To: *arslist@ARSLIST.ORG; *Subject: *Re: Windows 7 and Internet Explorer version 9 *Sent: *Fri, Oct 14, 2011 5:30:41 PM LJ has been known to this forum for a few years and I can assure you he doesn’t harass people participating on here.. It is one of the forums etiquette if you are not aware, to identify yourself instead of coming in as John Smith. Dan Bloom the founder of this list had compiled a few list etiquette a few years ago, and identifying yourself was one of them. If you do not wish to identify because it may be against your corporation policies or whatever other reasons, you could say so and we all understand that, but its presumptions to assume that a long timer such as LJ is harassing you by asking to identify yourself.. Its an attempt to keep this list not just rich in its technical content, but to build a true social circle of Remedy professionals.. I do understand you may be relatively new on here so may not be aware of this lists etiquettes, but I’m sure Dan would be happy to send them to you if you do wish to go through them.. Cheers Joe *From:* John Doe *Sent:* Friday, October 14, 2011 12:59 PM *Newsgroups:* public.remedy.arsystem.general *To:* arslist@ARSLIST.ORG *Subject:* Re: Windows 7 and Internet Explorer version 9 ** What does my
Job: ADDM 8.x Develioper/Administrator New Jersey
Hi, Contract: New Jersey Starts: by 10/31/11 Long term contract. We are hiring ADDM 8.x (Tideway) Developer/Administrator for New Jersey officer. Be able to configure ADDM to discover assets. Please forward your resume if you are interested. Thanks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
My installs are failing after only 70 or 80 minutes. I cleaned up the first
defect and it has now failed on another. Apparently SP2 depends on things that
failed to happen properly during my 7.6.03 upgrades from earlier versions, so
it is unable to complete. Nothing here to instill confidence for planning a
rapid move to SP2 in the production environment.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi
Sent: Wednesday, October 19, 2011 1:56 PM
To: arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
** OK back at it again::: According to Support:::
so now I am asking again:::
ENV: 64 cpu's 32 gig of ram
How many hours is the task update suppose to take? 6 - 8 - 12 - 24 hours?
Cause were over 5 already..
On Tue, Oct 18, 2011 at 6:11 PM, Patrick Zandi
remedy...@gmail.commailto:remedy...@gmail.com wrote:
So they broke it twice ! Lol
Sent from my iPhone so typo's or funky words can and do happen!
On Oct 18, 2011, at 6:02 PM, strauss stra...@unt.edumailto:stra...@unt.edu
wrote:
**
BMC Support indicates that there is a known defect with a view ID that
basically prevents the ITSM SP2 installer from completing successfully. It
looks like it will affect all of my available environments.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, October 18, 2011 1:43 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
**
The rik.err error was:
Definition File (D:\Program Files (x86)\BMC
Software\BMCRemedyITSMSuite\ITSMT01\Workflow\install\7.6.04_sp2_overlay_install\systems\fnd\workflow\en\.\fnd_deplapp.def)
import failed with error code (392) :- (Field/VUI name must be unique for the
form -- there is already a field or VUI using this name)
Since there are almost 300 forms in that def file, I'm going to let BMC figured
out what they did wrong. The only form I overlaid on the server is HPD:Help
Desk (one field, Reported Source was given Other as a Default value) and one of
the 7.6.04 upgrades added an overlay for HPD:HelpDesk_AuditLogSystem, and
neither of those is in the problematic def file.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of strauss
Sent: Tuesday, October 18, 2011 1:19 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
**
Oh, I doubt that (that there is any hope for me)... my downloads are from last
week. The Atrium SP2 applied clean on the second try, but the ITSM SP2 just
completed with a failure. So far the SP2 installers are NOT looking good at
all.
Christopher Strauss, Ph.D.
Call Tracking Administration Manager
University of North Texas Computing IT Center
http://itsm.unt.edu/
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick
zandi
Sent: Tuesday, October 18, 2011 1:11 PM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
** you will not believe it:: LIKE THIS HAS NEVER HAPPENED
Files uploaded to the download site are BAD::: they just replaced them with the
correct files yesterday?!? I guess..
Go Figure..
So I have re reinstall everything Again.. Wonderful.. So there is hope for ya
Chris!!!
LOL
On Tue, Oct 18, 2011 at 1:29 PM, Grooms, Frederick W
frederick.w.gro...@xo.commailto:frederick.w.gro...@xo.com wrote:
**
Do you have an SQL log?? It looks like it is updating 1 record at a time
Fred
From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick
zandi
Sent: Tuesday, October 18, 2011 11:57 AM
To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG
Subject: Re: ARS 7.6.04 SP2 Solaris installer Oracle db.
**
OK, 3 hours of this::: NOW WHAT
(Oct 18 2011 03:54:07.112 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[550]}
(Oct 18 2011 03:54:07.113 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[551]}
(Oct 18 2011 03:54:07.113 PM
+),INFO,com.bmc.install.product.rik.statement.RIKLoadApplicationStatement,
LOG EVENT {Description=[Code],Detail=[552]}
(Oct 18 2011 03:54:07.114 PM
Re: Outgoing email address rejection list
How about if you change to a different mailbox name with Submit filters Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Wednesday, October 19, 2011 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** Or perhaps others can't comment. :^) Thanks for the confirmation on this issue, David; it helps to know that it is related to something normal in Remedy and not another custom code issue. I can't throw an error though, because that would error out the originating Incident transaction, which I don't want to do. (Thank you Marcelo as well, but the list is of invalid addresses that aren't connected to contacts. Please don't ask me why it's necessary for our custom code to set invalid email addresses, I won't have a pleasant or printable answer. ;^) 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 David Durling Sent: Tuesday, October 18, 2011 5:29 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** I'm not a mail guru at all, but I have seen that issue with a message going out even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 7.5, too. Sometimes I think it's a timing issue with the mail processing. How about throwing an error on submit so a mail record isn't even created? Not sure if that would interfere with processing the other mail you *do* want to send or not. It would make me a little nervous, but perhaps others could comment on whether that's a good solution. David Durling Enterprise Information Technology Services University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, October 18, 2011 4:41 PM To: arslist@ARSLIST.ORG Subject: Outgoing email address rejection list ** Going out to the email gurus - I need to pull out standard email notifications to certain email addresses. I have created a rejection list form and put in filters that check the 'To' address of outgoing emails against this list. The mechanism I have tried so far is to set the 'Send Message' field to No (0) and jumping to 999 to short circuit any other processing. This workflow is running, 'Send Message' is set to 0, and no other workflow in the filter log touches the field after that, yet when I check the entry, 'Send Message' is set to Send (1). Note I am on ARS 7.1, patch 009. Is there some background process associated with the Email Engine that is interfering? Alternately, is there another mechanism I can use to prevent a message from being sent during the submit? (Trying to catch it before then would be significantly more difficult, involving multiple sets of code.) Thank you in advance for your help, 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. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
ARS 7.6.04 Filter Objects being cached?
Hola Friends, Anyone else running ARS 7.6.04 (SP1 in our case) seen a delay from when they save a filter to when the update takes effect? I've got some custom backend filter processing on a staging form and in working with it and making changes I'm finding that if I update a filter, the change does not immediately take effect (as it always has in Remedy in my experience). If I make the change, wait for the save to complete, then retry my update operation that triggers the workflow, the workflow does not reflect my changes immediately. I have to wait about 90-120 seconds and then I see my change take effect. Anyone know if there is now some form of caching related to filter objects now? Perhaps due to the new Overlay feature? Found this interesting and thought I'd share. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Web:www.mcafee.comhttp://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com [cid:image001.jpg@01CC8E6D.C332FD60] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: image001.jpg
Escape Characters for Forward Slash
Good afternoon everyone. I'm having a brain fade and can't find anything in the docs. I'm mapping a character field in a Dialog window on open. The value I want is N/A but it appears as NA. Is there an escape character for the forward slash? Thanks in advance! Drew Shuller (my real name) Soto Cano Air Base Honduras, CA ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: ARS 7.6.04 Filter Objects being cached?
Are you running in Development Cache Mode (See the Configuration tab in the Server Information of the Administration Console) Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Wednesday, October 19, 2011 2:46 PM To: arslist@ARSLIST.ORG Subject: ARS 7.6.04 Filter Objects being cached? ** Hola Friends, Anyone else running ARS 7.6.04 (SP1 in our case) seen a delay from when they save a filter to when the update takes effect? I've got some custom backend filter processing on a staging form and in working with it and making changes I'm finding that if I update a filter, the change does not immediately take effect (as it always has in Remedy in my experience). If I make the change, wait for the save to complete, then retry my update operation that triggers the workflow, the workflow does not reflect my changes immediately. I have to wait about 90-120 seconds and then I see my change take effect. Anyone know if there is now some form of caching related to filter objects now? Perhaps due to the new Overlay feature? Found this interesting and thought I'd share. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Web:www.mcafee.comhttp://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com [Description: cid:image002.jpg@01CC30F2.B6B584F0] ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are inline: image001.jpg
Re: Escape Characters for Forward Slash
TryN//A Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller Sent: Wednesday, October 19, 2011 3:11 PM To: arslist@ARSLIST.ORG Subject: Escape Characters for Forward Slash Good afternoon everyone. I'm having a brain fade and can't find anything in the docs. I'm mapping a character field in a Dialog window on open. The value I want is N/A but it appears as NA. Is there an escape character for the forward slash? Thanks in advance! Drew Shuller (my real name) Soto Cano Air Base Honduras, CA ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
API Files
We are using AR System 7.1 p7 and Oracle for DB and both are on Windows servers. A user would like to use API to create tickets on our system. I sent him the BMC C-API-Ref-710.pdf file and sent him all the other files that he would need (.jar files etc). He is requesting Unix files, and in the documentation it says: -- When you install the AR System C API on Windows, the library files are installed in a directory under the server directory, typically, C:\Program Files\AR System\server_name\ARServer\Api\lib. Table 2-1 lists the installed library files and what API programs require them. The table lists all .dll files. But it also says: When you install the AR System C API on a supported Linux or UNIX system, the library files are installed in a directory under the server directory, typically, /usr/ar/server_name/api/lib. Table 2-2 lists the installed library files for each platform and what API programs require them. The table lists mostly .a or .0 files. My user says he needs these .a and .0 files but I can't find them on my server (because they didn't download Unix files on a Windows server?) Does anyone know where I can get these? Lisa Kemes AR System Developer TEIS - USA +1 717 810 2408 tel +1 717 602 9460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com 100 Amp Drive Harrisburg, PA 17112 [http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.com/ www.te.comhttp://www.te.com/ [http://www.te.com/images/socialmedia/twitter.png]http://twitter.com/teconnectivity [http://www.te.com/images/socialmedia/facebook.png] http://www.facebook.com/teconnectivity [http://www.te.com/images/socialmedia/flickr.png] http://www.flickr.com/photos/teconnectivity/ [http://www.te.com/images/socialmedia/linkedin.png] http://www.linkedin.com/groups?gid=1591657 [http://www.te.com/images/socialmedia/youtube.png] http://www.youtube.com/teconnectivity ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Outgoing email address rejection list
Interesting thought, Fred, but I believe the email would still be in the mailbox and scanned as outgoing though, which I am trying to avoid. Jason - thanks for the 'To' swap idea. That's pretty much my last resort, as it would require sending the emails then deleting them, which is such a waste. Doesn't it seem odd though that there is no way to simply stop an outgoing email? And that whatever is changing the 'Send Message' field back to Yes doesn't show up on the logs? Just as odd - I tried setting the 'Status' as well to Rejected as a flag, and found that while the filters ran, the 'Status' field on the new entry was set back to New. What is doing this? 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 Grooms, Frederick W Sent: Wednesday, October 19, 2011 3:40 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** How about if you change to a different mailbox name with Submit filters Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Wednesday, October 19, 2011 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** Or perhaps others can't comment. :^) Thanks for the confirmation on this issue, David; it helps to know that it is related to something normal in Remedy and not another custom code issue. I can't throw an error though, because that would error out the originating Incident transaction, which I don't want to do. (Thank you Marcelo as well, but the list is of invalid addresses that aren't connected to contacts. Please don't ask me why it's necessary for our custom code to set invalid email addresses, I won't have a pleasant or printable answer. ;^) 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 David Durling Sent: Tuesday, October 18, 2011 5:29 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** I'm not a mail guru at all, but I have seen that issue with a message going out even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 7.5, too. Sometimes I think it's a timing issue with the mail processing. How about throwing an error on submit so a mail record isn't even created? Not sure if that would interfere with processing the other mail you *do* want to send or not. It would make me a little nervous, but perhaps others could comment on whether that's a good solution. David Durling Enterprise Information Technology Services University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, October 18, 2011 4:41 PM To: arslist@ARSLIST.ORG Subject: Outgoing email address rejection list ** Going out to the email gurus - I need to pull out standard email notifications to certain email addresses. I have created a rejection list form and put in filters that check the 'To' address of outgoing emails against this list. The mechanism I have tried so far is to set the 'Send Message' field to No (0) and jumping to 999 to short circuit any other processing. This workflow is running, 'Send Message' is set to 0, and no other workflow in the filter log touches the field after that, yet when I check the entry, 'Send Message' is set to Send (1). Note I am on ARS 7.1, patch 009. Is there some background process associated with the Email Engine that is interfering? Alternately, is there another mechanism I can use to prevent a message from being sent during the submit? (Trying to catch it before then would be significantly more difficult, involving multiple sets of code.) Thank you in advance for
Re: API Files
Hi, He may find the Unix API-fieles of his flavor here: http://rrr.se/download/arswiki/ It does not really matter if he have the most current version, most of the things (99.9%) can be done with any version within +-3 major versions. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. We are using AR System 7.1 p7 and Oracle for DB and both are on Windows servers. A user would like to use API to create tickets on our system. I sent him the BMC C-API-Ref-710.pdf file and sent him all the other files that he would need (.jar files etc). He is requesting Unix files, and in the documentation it says: -- When you install the AR System C API on Windows, the library files are installed in a directory under the server directory, typically, C:\Program Files\AR System\server_name\ARServer\Api\lib. Table 2-1 lists the installed library files and what API programs require them. The table lists all .dll files. But it also says: When you install the AR System C API on a supported Linux or UNIX system, the library files are installed in a directory under the server directory, typically, /usr/ar/server_name/api/lib. Table 2-2 lists the installed library files for each platform and what API programs require them. The table lists mostly .a or .0 files. My user says he needs these .a and .0 files but I can't find them on my server (because they didn't download Unix files on a Windows server?) Does anyone know where I can get these? Lisa Kemes AR System Developer TEIS - USA +1 717 810 2408 tel +1 717 602 9460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com 100 Amp Drive Harrisburg, PA 17112 [http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.com/ www.te.comhttp://www.te.com/ [http://www.te.com/images/socialmedia/twitter.png]http://twitter.com/teconnectivity [http://www.te.com/images/socialmedia/facebook.png] http://www.facebook.com/teconnectivity [http://www.te.com/images/socialmedia/flickr.png] http://www.flickr.com/photos/teconnectivity/ [http://www.te.com/images/socialmedia/linkedin.png] http://www.linkedin.com/groups?gid=1591657 [http://www.te.com/images/socialmedia/youtube.png] http://www.youtube.com/teconnectivity ___ 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: Escape Characters for Forward Slash
That's giving me an unexpected character at position 3 error. Trying a backslash. On Wed, Oct 19, 2011 at 2:12 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Try N//A Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller Sent: Wednesday, October 19, 2011 3:11 PM To: arslist@ARSLIST.ORG Subject: Escape Characters for Forward Slash Good afternoon everyone. I'm having a brain fade and can't find anything in the docs. I'm mapping a character field in a Dialog window on open. The value I want is N/A but it appears as NA. Is there an escape character for the forward slash? Thanks in advance! Drew Shuller (my real name) Soto Cano Air Base Honduras, CA ___ 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: Outgoing email address rejection list
Yeah, in our case for our test system it works well because we can go to that email box and verify that the email looks like we expected it to. The emails are automatically deleted via exchange policy after x number of days. On Wed, Oct 19, 2011 at 1:17 PM, Logan, Kelly kelly.lo...@proquest.comwrote: ** Interesting thought, Fred, but I believe the email would still be in the mailbox and scanned as outgoing though, which I am trying to avoid. ** ** Jason – thanks for the ‘To’ swap idea. That’s pretty much my last resort, as it would require sending the emails then deleting them, which is such a waste. ** ** Doesn’t it seem odd though that there is no way to simply stop an outgoing email? And that whatever is changing the ‘Send Message’ field back to “Yes” doesn’t show up on the logs? Just as odd – I tried setting the ‘Status’ as well to “Rejected” as a flag, and found that while the filters ran, the ‘Status’ field on the new entry was set back to “New”. What is doing this? ** ** ** ** *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 ** ** 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 *Grooms, Frederick W *Sent:* Wednesday, October 19, 2011 3:40 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Outgoing email address rejection list ** ** ** How about if you change to a different mailbox name with Submit filters*** * ** ** Fred ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Logan, Kelly *Sent:* Wednesday, October 19, 2011 1:48 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Outgoing email address rejection list ** ** ** Or perhaps others can’t comment. :^) ** ** Thanks for the confirmation on this issue, David; it helps to know that it is related to something normal in Remedy and not another custom code issue. I can’t throw an error though, because that would error out the originating Incident transaction, which I don’t want to do. ** ** (Thank you Marcelo as well, but the list is of invalid addresses that aren’t connected to contacts. Please don’t ask me why it’s necessary for our custom code to set invalid email addresses, I won’t have a pleasant or printable answer. ;^) ** ** ** ** ** ** *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 ** ** 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 *David Durling *Sent:* Tuesday, October 18, 2011 5:29 PM *To:* arslist@ARSLIST.ORG *Subject:* Re: Outgoing email address rejection list ** ** ** I’m not a mail guru at all, but I have seen that issue with a message going out even after I manually set ‘Send Message’ to “No” – maybe ARS 6.0 and perhaps 7.5, too. Sometimes I think it’s a timing issue with the mail processing. ** ** How about throwing an error on submit so a mail record isn’t even created? Not sure if that would interfere with processing the other mail you **do** want to send or not. It would make me a little nervous, but perhaps others could comment on whether that’s a good solution. ** ** David Durling Enterprise Information Technology Services University of Georgia ** ** *From:* Action Request System discussion list(ARSList) [mailto: arslist@ARSLIST.ORG] *On Behalf Of *Logan, Kelly *Sent:* Tuesday, October 18, 2011 4:41 PM *To:* arslist@ARSLIST.ORG *Subject:* Outgoing email address rejection list ** ** ** Going out to the email gurus - ** ** I need to pull out standard email notifications to certain email addresses. I have created a rejection list form and
Re: API Files
As always, thanks Misi!! Thanks! Lisa -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Misi Mladoniczky Sent: Wednesday, October 19, 2011 4:15 PM To: arslist@ARSLIST.ORG Subject: Re: API Files Hi, He may find the Unix API-fieles of his flavor here: http://rrr.se/download/arswiki/ It does not really matter if he have the most current version, most of the things (99.9%) can be done with any version within +-3 major versions. Best Regards - Misi, RRR AB, http://www.rrr.se (ARSList MVP 2011) Products from RRR Scandinavia (Best R.O.I. Award at WWRUG10/11): * RRR|License - Not enough Remedy licenses? Save money by optimizing. * RRR|Log - Performance issues or elusive bugs? Analyze your Remedy logs. Find these products, and many free tools and utilities, at http://rrr.se. We are using AR System 7.1 p7 and Oracle for DB and both are on Windows servers. A user would like to use API to create tickets on our system. I sent him the BMC C-API-Ref-710.pdf file and sent him all the other files that he would need (.jar files etc). He is requesting Unix files, and in the documentation it says: -- When you install the AR System C API on Windows, the library files are installed in a directory under the server directory, typically, C:\Program Files\AR System\server_name\ARServer\Api\lib. Table 2-1 lists the installed library files and what API programs require them. The table lists all .dll files. But it also says: When you install the AR System C API on a supported Linux or UNIX system, the library files are installed in a directory under the server directory, typically, /usr/ar/server_name/api/lib. Table 2-2 lists the installed library files for each platform and what API programs require them. The table lists mostly .a or .0 files. My user says he needs these .a and .0 files but I can't find them on my server (because they didn't download Unix files on a Windows server?) Does anyone know where I can get these? Lisa Kemes AR System Developer TEIS - USA +1 717 810 2408 tel +1 717 602 9460 mobile lisa.ke...@te.commailto:lisa.ke...@te.com 100 Amp Drive Harrisburg, PA 17112 [http://www.te.com/images/socialmedia/smallTElogo.gif]http://www.te.c om/ www.te.comhttp://www.te.com/ [http://www.te.com/images/socialmedia/twitter.png]http://twitter.com/ teconnectivity [http://www.te.com/images/socialmedia/facebook.png] http://www.facebook.com/teconnectivity [http://www.te.com/images/socialmedia/flickr.png] http://www.flickr.com/photos/teconnectivity/ [http://www.te.com/images/socialmedia/linkedin.png] http://www.linkedin.com/groups?gid=1591657 [http://www.te.com/images/socialmedia/youtube.png] http://www.youtube.com/teconnectivity __ _ 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: Escape Characters for Forward Slash
The backslash causes Remedy to ignore the forward slash after it. On Wed, Oct 19, 2011 at 2:21 PM, Drew Shuller drew.shul...@gmail.com wrote: That's giving me an unexpected character at position 3 error. Trying a backslash. On Wed, Oct 19, 2011 at 2:12 PM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: Try N//A Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Drew Shuller Sent: Wednesday, October 19, 2011 3:11 PM To: arslist@ARSLIST.ORG Subject: Escape Characters for Forward Slash Good afternoon everyone. I'm having a brain fade and can't find anything in the docs. I'm mapping a character field in a Dialog window on open. The value I want is N/A but it appears as NA. Is there an escape character for the forward slash? Thanks in advance! Drew Shuller (my real name) Soto Cano Air Base Honduras, CA ___ 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
What does CTM stand for
Is there documentation of what the prefix acronyms that BMC uses on their objects mean? I can figure out most of them but what just wondering if they are listed anywhere. For example what is the CTM in CTM:People? Thanks, Ken. *** 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 system manager. This footnote also confirms that this email message has been swept for the presence of computer viruses. www.Hubbell.com - Hubbell Incorporated** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Relating Companies to CI's - Company Level
Hi Alejandro, I had the same thing a few months back. I had to create somewhat of a dummy org just so I could relate them at the company level. It still meant that anyone in that company can see the service in the drop down so it worked. Although I agree it should have to be there but it was a simple workaround. Kind regards Danny From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Alejandro Canon Sent: 19 October 2011 20:19 To: arslist@ARSLIST.ORG Subject: Relating Companies to CI's - Company Level ** Hi Listers ARS 7.6.04 CMDB 7.6.04 ITSM 7.6.04 I´m trying to relate some Business Service CI's to Customer Companies, but it can be done just for Companies with Organization or Departments. When opening CTM:People Organization (Dialog View) from People tab in Asset Record, just allows to relate with companies with Organization or Department configured. We haven't uploaded Customer Organizations/Departments because is not needed and not required for Customer Companies. We found some KB Article (KA319852) which refers to that scenario: Problem: BMC Remedy Service Desk Incident Management 7.6, Chapter 9 Managing configuration items page: 155 to 156 it is possible to relate Companies to Business Services. 1- Open the People tab and click Add. 2- From the Type list in the CI Person Type, select People Organization and then click OK. 3- From the Company list in the Organization Search window, select the company to which you are relating the service and then click Search. 4- From the Choose a Relationship Level list, select how much of the company will be related to this service. 5- Click Select. 6- From the Role list in the Asset Person Role window, select Used By and click OK. 7- Click OK to dismiss the confirmation note. 8- Click Save and then click Close . Solution The company could not be related to the CI because no Organizations, Locations or Support Groups had been configured for the Company. This is a prerequisite for the ITSM application as described in BMC Remedy IT Service Management 7.6.00 Configuration Guide, Chapter 3, Standard configuration tasks This chapter provides standard configuration information and contains the procedures required to get your system operational. The following topics are provided: Configuring companies (page 44) Creating organizations (page 44) Creating locations (page 45) Creating support groups (page 46) Adding people information (page 48) Creating product categories (optional) (page 57) Creating operational categories (optional) (page 58) Creating assignment routing in a standard configuration (optional) (page 59) Viewing and modifying standard configuration data (page 60) As far as I know, configuring Organization and Departments is not required for setting a company. It gives you a better perspective of your company structure and allows you to specify criteria for SLM and Reporting, but sometimes you don't know (and don't need to know) customer organizations. KB article recommends to keep related Organizations, Locations OR Support Groups to companies in order to creating CI's relationships successfully. We have a Global Location (Datacenter) related to all of our customers but even with that setting it doesn't allow us to relate CI's with Customer Organizations. Any ideas, suggestions, comments? Regards, Alejandro _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: ARS 7.6.04 Filter Objects being cached?
Yes, quite a while in fact (over an hour sometimes). This is true of migrated filters as well as those edited directly on the server, and this is on production (Dev Cache Mode is only active on the Dev server and mid-tier). Normally I migrate all changes rather than edit anything directly. We also see Active Links that are immediately active on Dev after a Flush Cache that don't appear on production for weeks - even after I flush the mid-tier caches for production - and then maybe on one mid-tier but not another until it is flushed again. I don't flush the mid-tier caches often at all, since they have proven completely capable of toasting the AREA plugin in one way or another (usually no error seen - just stops working). My assessment of caching on 7.6.04.01 is that it is riddled with inconsistencies, does not post updates or work as reliably as 7.1.00.x, is able to crash external authentication on a whim, and is currently the most fragile/unreliable part of the entire ITSM Suite. Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Wednesday, October 19, 2011 2:46 PM To: arslist@ARSLIST.ORG Subject: ARS 7.6.04 Filter Objects being cached? ** Hola Friends, Anyone else running ARS 7.6.04 (SP1 in our case) seen a delay from when they save a filter to when the update takes effect? I've got some custom backend filter processing on a staging form and in working with it and making changes I'm finding that if I update a filter, the change does not immediately take effect (as it always has in Remedy in my experience). If I make the change, wait for the save to complete, then retry my update operation that triggers the workflow, the workflow does not reflect my changes immediately. I have to wait about 90-120 seconds and then I see my change take effect. Anyone know if there is now some form of caching related to filter objects now? Perhaps due to the new Overlay feature? Found this interesting and thought I'd share. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Plano, TX 75024 Web:www.mcafee.comhttp://internal.nai.com/division/marketing/BrandMarketing/templates/www.mcafee.com [cid:image001.jpg@01CC8E73.91A5D7D0] _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.jpg
Re: What does CTM stand for
Hi Ken, I emailed you the word document but for those on the arslist (and bear in mind that although this is quite old, it should still cover most of the modules): ITSM 7.x Object Prefixes AP: Approval Server APR: Approval Server APW: Approval Server ASE: Assignment Engine AST: Asset Management BMC.AM: BMC Asset Management Namespace BMC.CORE.CONFIG: CMDB Configuration BMC.CORE: CMDB Classes BSM: Not part of ITSM 7.0. Part of the CMDB Atrium CMDB Console deployable application CAI: Command Automation Interface CBK: Charge Back CFB: Change Management Flashboards CFG: Configuration CHG: Change Management CMDB: Configuration Management Database CMS: Configuration Management System COM: Company CTM: Contact Management FB: Flashboards (base AR) FIN: Financial HPD: Help Desk (Incident Management) KMS: Knowledge Management System LIC: License NTE: Notification Engine OBJSTR: CMDB, Object Store PBM: Problem PCT: Product Catalog PDL: Product Dictionary Library RAC: Application Administration Console RE: Reconciliation Engine RMG: Time Segments (Foundation system) RQC: Requester Console RRC: Reporting SHR: Shared SIT: Site SLM: Service Level Management SRM: Service Request Management SYS: System TMS: Task Management System VIS: Process Visualizer (Foundation system) Cheers, J ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug11 www.wwrug.com ARSList: Where the Answers Are
Re: Overview Console error
Robert--we have been caught on that trap as well. We saw situations where advance hand-selection of a particular NIC was essential; but, this is BMC's selected hardware-identity-verification mode, so... Jason--Arplugin may not be a textbook Windows service; however it does meet basic criteria for treatment as a service: First, it is listed as a separate entity in the 'Services' Window accessed via Control Panel; and second, it does respond to an independent 'stop' command. Of course, we never actually restarted said task via that panel, as noted--just terminate it, and armonitor will restart it via the config files without further actions. We consider described treatment very functional and have used it to restore numerous 'disconnection realms' within plugins--especially AREA. Dr. Chris Strauss has posted on the latter point regularly in recent weeks. Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, October 19, 2011 1:54 PM To: arslist@ARSLIST.ORG Subject: Re: Overview Console error ** GULP ! On Wed, Oct 19, 2011 at 2:49 PM, Robert Heverley robert.hever...@gmail.commailto:robert.hever...@gmail.com wrote: ** We had the same issue and found out that it was because of the dual NIC environment.. We had to make sure that only one NIC was active when restarting the AR System. That being the NIC that the licensing is tied to.. On Wed, Oct 19, 2011 at 10:23 AM, Jason Miller jason.mil...@gmail.commailto:jason.mil...@gmail.com wrote: ** Don, Arplugin is not a Windows service, is it? It is started by armonitor and is a process but not a service as I recall. The steps we follow are to open Task Manager - click on the Processes tab - select arplugin.exe - click End Process. Since it was started by armonitor.exe, armonitor will automatically restart the process. This also is a helpful tip for the Reconciliation Engine when needed. Jason On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don don.mccl...@unt.edumailto:don.mccl...@unt.edu wrote: ** The equivalent step for Windows: Open Windows Services. Find service called 'arplugin.exe', and stop it via standard method.Caution: any other functions relying on 'arplugin.exe' will stop as well, momentarily. Main AR service should restart 'arplugin.exe', instantly. I believe others have alluded to this methodology over last few weeks--we have had to use in on ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale. Hope this helps! Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, October 19, 2011 8:55 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Overview Console error ** It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.commailto:ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error. I am in great trouble, can anybody help me In this regard. Thanks Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602tel:%2B971%204%203726602 Mobile: +971 50 2182455tel:%2B971%2050%202182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ -- Patrick Zandi _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_ _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG11
Re: Overview Console error 9( with forty lashes)
I accept forty lashes with an invalid field ID. For Windows users--Jason Miller is correct--'arplugin.exe' is a separate executable found via the Task Manager. Terminating this process, performs the 'refresh' of connections discussed so far. I am looking at out development system, and do not see it in the Service panel. My apologies for misleading anyone. Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Jason Miller Sent: Wednesday, October 19, 2011 1:24 PM To: arslist@ARSLIST.ORG Subject: Re: Overview Console error ** Don, Arplugin is not a Windows service, is it? It is started by armonitor and is a process but not a service as I recall. The steps we follow are to open Task Manager - click on the Processes tab - select arplugin.exe - click End Process. Since it was started by armonitor.exe, armonitor will automatically restart the process. This also is a helpful tip for the Reconciliation Engine when needed. Jason On Wed, Oct 19, 2011 at 9:33 AM, McClure, Don don.mccl...@unt.edumailto:don.mccl...@unt.edu wrote: ** The equivalent step for Windows: Open Windows Services. Find service called 'arplugin.exe', and stop it via standard method.Caution: any other functions relying on 'arplugin.exe' will stop as well, momentarily. Main AR service should restart 'arplugin.exe', instantly. I believe others have alluded to this methodology over last few weeks--we have had to use in on ITSM7.6.4/AR7.6.4 environment when LDAP connection get lost or stale. Hope this helps! Don W. McClure, P.E. CITC Call Tracking Administration University of North Texas dwmac @ unt . edu From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG] On Behalf Of patrick zandi Sent: Wednesday, October 19, 2011 8:55 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Overview Console error ** It might be your arplugin is stuck, ps -ef|grep -i arplugin kill -9 PID armonitor should start it right back up.. (my symptoms are (go to admin console - select server configuration) if it comes up blank or throws an error) I have seen this.. I believe this was the fix.. Windows? no clue.. Have a wonderful blessed day.. On Wed, Oct 19, 2011 at 9:33 AM, IT (Amanullah Bashir Ahmed) ahmed...@emiratesnbd.commailto:ahmed...@emiratesnbd.com wrote: ** Hi there, Version 7.1 When I am clicking on Overview Console, I am getting the following error. I am in great trouble, can anybody help me In this regard. Thanks Regards Amanullah IT Enterprise Applications Group Applications Emirates NBD, Al-Barsha Office Mezz floor Dubai, UAE Desk: +971 4 3726602tel:%2B971%204%203726602 Mobile: +971 50 2182455tel:%2B971%2050%202182455 DISCLAIMER:This e-mail message including any of its attachments is intended solely for the addressee(s) and may contain privileged information. If you are not the addressee or you have received this email message in error, please notify the sender who will remove your details from its database. You are not authorized to read, copy, disseminate, distribute or use this e-mail message or any attachment to it in any manner and must delete the email and destroy any hard copies of it. This e-mail message does not contain financial instructions or commitments of any kind. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of Emirates NBD PJSC, or any other related subsidiaries, entities or persons. _attend WWRUG11 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- Patrick Zandi _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_ _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: Outgoing email address rejection list
Kelly, Just as a troubleshooting step, what happens if you get rid of any Run-if (so the filter always runs) on your filter and take out any actions other than setting the Send Messages field to No. If that sets all messages to No (and the value sticks), then you know your problem isn't with the setting of the Send Messages field. Conversely, if its still getting set back to Yes, then that might make it more clear as to what is setting the value. (we do what you are trying to do, and setting the field to No works as expected). Hope that helps some. Thad On Tue, Oct 18, 2011 at 1:41 PM, Logan, Kelly kelly.lo...@proquest.comwrote: ** Going out to the email gurus - ** ** I need to pull out standard email notifications to certain email addresses. I have created a rejection list form and put in filters that check the ‘To’ address of outgoing emails against this list. The mechanism I have tried so far is to set the ‘Send Message’ field to “No” (0) and jumping to 999 to short circuit any other processing. This workflow is running, ‘Send Message’ is set to 0, and no other workflow in the filter log touches the field after that, yet when I check the entry, ‘Send Message’ is set to “Send” (1). Note I am on ARS 7.1, patch 009. ** ** Is there some background process associated with the Email Engine that is interfering? Alternately, is there another mechanism I can use to prevent a message from being sent during the submit? (Trying to catch it before then would be significantly more difficult, involving multiple sets of code.)** ** ** ** Thank you in advance for your help, ** ** *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 ** ** 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*. ** ** _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: Outgoing email address rejection list
Not if the configuration for that new Invalid mailbox is set to Disabled in the AR System Email Mailbox Configuration form. Then the messages should sit in the Email Messages form where you can use other workflow to delete them. Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Wednesday, October 19, 2011 3:17 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** Interesting thought, Fred, but I believe the email would still be in the mailbox and scanned as outgoing though, which I am trying to avoid. Jason - thanks for the 'To' swap idea. That's pretty much my last resort, as it would require sending the emails then deleting them, which is such a waste. Doesn't it seem odd though that there is no way to simply stop an outgoing email? And that whatever is changing the 'Send Message' field back to Yes doesn't show up on the logs? Just as odd - I tried setting the 'Status' as well to Rejected as a flag, and found that while the filters ran, the 'Status' field on the new entry was set back to New. What is doing this? 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 Grooms, Frederick W Sent: Wednesday, October 19, 2011 3:40 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** How about if you change to a different mailbox name with Submit filters Fred From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Wednesday, October 19, 2011 1:48 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** Or perhaps others can't comment. :^) Thanks for the confirmation on this issue, David; it helps to know that it is related to something normal in Remedy and not another custom code issue. I can't throw an error though, because that would error out the originating Incident transaction, which I don't want to do. (Thank you Marcelo as well, but the list is of invalid addresses that aren't connected to contacts. Please don't ask me why it's necessary for our custom code to set invalid email addresses, I won't have a pleasant or printable answer. ;^) 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 David Durling Sent: Tuesday, October 18, 2011 5:29 PM To: arslist@ARSLIST.ORG Subject: Re: Outgoing email address rejection list ** I'm not a mail guru at all, but I have seen that issue with a message going out even after I manually set 'Send Message' to No - maybe ARS 6.0 and perhaps 7.5, too. Sometimes I think it's a timing issue with the mail processing. How about throwing an error on submit so a mail record isn't even created? Not sure if that would interfere with processing the other mail you *do* want to send or not. It would make me a little nervous, but perhaps others could comment on whether that's a good solution. David Durling Enterprise Information Technology Services University of Georgia From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Logan, Kelly Sent: Tuesday, October 18, 2011 4:41 PM To: arslist@ARSLIST.ORG Subject: Outgoing email address rejection list ** Going out to the email gurus - I need to pull out standard email notifications to certain email addresses. I have created a rejection list form and put in filters that check the 'To' address of outgoing emails against this list. The mechanism I have tried so far is to set the 'Send Message' field to No (0) and jumping to 999 to short circuit any other processing. This workflow is running, 'Send Message' is set to 0, and no other workflow in the
Re: John Doe
My teeth ... ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 7.6.04 Filter Objects being cached?
** I also have had this experience with both Active Links and Filters. The changes take a while to appear. And this is in the UT not Mid-Tier.only a life lived for others is a life worthwhile (A. Einstein)Shafqat Ayaz From: Nathan Aker nathan_a...@mcafee.comTo: arslist@ARSLIST.ORGSent: Wednesday, October 19, 2011 12:45 PMSubject: ARS 7.6.04 Filter Objects being cached? ** Hola Friends, Anyone else running ARS 7.6.04 (SP1 in our case) seen a delay from when they save a filter to when the update takes effect? I’ve got some custom backend filter processing on a staging form and in working with it and making changes I’m finding that if I update a filter, the change does not immediately take effect (as it always has in Remedy in my experience). If I make the change, wait for the save to complete, then retry my update operation that triggers the workflow, the workflow does not reflect my changes immediately. I have to wait about 90-120 seconds and then I see my change take effect. Anyone know if there is now some form of caching related to filter objects now? Perhaps due to the new Overlay feature? Found this interesting and thought I’d share. Nate. Nathan AkerITSM Solution ArchitectMcAfee, Inc.5000 Headquarters DrivePlano, TX 75024Web:www.mcafee.com _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_ _attend WWRUG11 www.wwrug.com ARSlist: "Where the Answers Are"_
Re: ARS 7.6.04 Filter Objects being cached?
Are you working in a server group? If so, your objects may not show up on the others servers in the server group immediately after saving if you are using a load balancer to connect to the server group and not directly to a specific box. Running the arsignal command from will force the objects to be synchronized between the servers you specify. Depending on a few factors (# of servers in the group, network connections/bandwidth between them, amount of objects to be synch'd etc.), it still may take a bit for the objects to appear on all of the servers in a group. Phil Bautista President / CEO Bull Creek Data Corporation www.bullcreek.com Remedy Approved Consultant (RAC) 512-731-0304 -Original message- From: Shafqat Ayaz shafq...@yahoo.com Date: Wed, 19 Oct 2011 18:44:27 -0400 To: arslist@ARSLIST.ORG Subject: Re: ARS 7.6.04 Filter Objects being cached? I also have had this experience with both Active Links and Filters. The cha nges take a while to appear. And this is in the UT not Mid-Tier.  only a life lived for others is a life worthwhile (A. Einstein) Shafqat Ayaz                   _ ___ From: Nathan Aker nathan_a...@mcafee.com To: arslist@ARSLIST.ORG Sent: Wednesday, October 19, 2011 12:45 PM Subj ect: ARS 7.6.04 Filter Objects being cached? ** Hola Friends,  Anyone else running ARS 7.6.04 (SP1 in our case) seen a delay from when they save a filter to when the update takes effect? Iâv e got some custom backend filter processing on a staging form and in workin g with it and making changes Iâm finding that if I update a filter, the change does not immediately take effect (as it always has in Remedy in my experience).  If I make the change, wait for the save to com plete, then retry my update operation that triggers the workflow, the workf low does not reflect my changes immediately.  I have to wait abo ut 90-120 seconds and then I see my change take effect.  Anyone k now if there is now some form of caching related to filter objects now? Perhaps due to the new Overlay feature?  Found this interest ing and thought Iâd share.  Nate.  Nathan Aker ITSM Solution Architect McAfee, Inc. 5000 Headquarters Drive Pl ano, TX 75024 Web:www.mcafee.com   _attend WWRUG11 w ww.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: ARS 7.6.04 Filter Objects being cached?
If you are running on a server group, then it is a known defect.At least for 7.6.03. Seems like it is impacting 7.6.04. Did you try patch2? It was fixed in 7.6.03 patch002, so I guess it might have rolled out in 7.6.04 patch002 also if they already knew. SW00374664 The administrative AR System server in a server group did not propagate the server objects’ time stamps (which follow) to other AR System servers on which administrative operations were disabled: Last changed Last created Last deleted As a result, the Sync Cache process in BMC Remedy Mid Tier failed. We did upgrade to patch002 and still see sometimes it takes a while to get the other servers recahce with the changes or sometimes it wont. So we started restarting all our servers after code migration as a precaution. On the midtier side some times flushing the midtier cache only does not work. We had to flush IE cache, cookies and temp files to see the new changes. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
