Time question
This is one of those problems that's not easy even if you have access to Java. Can you run this in Javascript using a run process? Do you care about the calendar and locale, ie in some societies, Sunday is a working day. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: AW: AW: kind of selection
Hi Christoph,
Did you get this to work?
If you are sending a notification, this must be done from a filter. You
could have a single Distribution List file with Email Addresses or Login
Names:
DistributionList = miz
christoph
bla...@test.com
blab...@test.com
And you can use my original suggestion, with a slight fix, to accomplish
this:
Left Table: (... AND NOT $DistrList$ LIKE % + 'Email' + %)
Right Table: (... AND $DistrList$ LIKE % + 'Email' + %)
ACTL: LeftToRight: ('Left Email' != $NULL$)
Set-Fields: CURRENT
DistrList = $DistrList$ +
+ $Left Email$
Change Field: Left Table Refresh
Change Field: Right Table Refresh
ACTL: RightToLeft ('Right Email' != $NULL$)
Set-Fields: CURRENT
Selected Ids = REPLACE($DistrList$,
+ $Right Email$, )
Change Field: Left Table Refresh
Change Field: Right Table Refresh
FLTR: Notify if ('DistrList' != $NULL$ AND ...)
Notify: $DistrList$
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.
My original response for a solution is still the way to go. The help guide
in developer studio has already done most of the work for you, telling you
step by step what to do.
Two table fields all pointing to what ever form your people information
sits in.
Table 1 shows the list of users to pick from.
Table 2 has its qualification set to 1=2 so that does not show any data.
In table 1 the user selects a person and hits the add button.
Workflow calls the add row process on table 2 and fills in the details of
what was selected in table 1.
Repeat for each person added.
A delete button can remove people from table 2.
User can hit the send button which triggers workflow to walk table 2,
creating a notification for each person.
This should take you about 15 - 20 minutes to build if you are familiar
with the development environment.
This is the very implementation I used for one of our notification
systems.
The help document notes in developer studio gives added pointers and other
features to use for this process.
As Misi stated, this can be done with just the one form.
Brent...
Sent from my iPhone, so typo's or funky words can and do happen!
On Oct 25, 2011, at 2:08 PM, Wagner, Christoph
christoph.wag...@ard-stern.de wrote:
Hi listers,
this is exactly what I want.
I have a ticket form, where each request represents a failure in our
company, of course (e.g. Server A is down, Server B is down and so on).
For each request the user should select some out of 20 people which have
to be notified. For this selection I want to use two tables and 2
buttons (add and remove). The left table should contain every people who
could be notified (IS state). The right table should contain the people
who finally will be notified (target state).
Example:
|whole distribution list|| choosed distribution list|
| -||-
|
| people A|add| people A|
| people B|remove||
| people C|||
| ...|||
Misi, you said that I can do the whole thing in one form, to be exact:
in my ticket-form. As I read through the Form and Application Objects
Guide, I found out that tables are created as follows: a column
represents any field from my ticket-form and each row represents a
request from that form.
As you can see out of my example I need one column and at least 20 rows
for the tables. For that I need one extra field in my ticket-form,
perhaps a character field named distribution list and 20 new requests
with the right Email-Address inside this field.
And this is where I stuck, what I don't understand!!!
I need the requests from the form for my failures (Server A is down...)
and I need the requests from the form for the selection itself. But I
have to store the information of a failure and the information of the
two tables in one request. Am I right with this? Or do I forget
anything? This is what I don’t understand - this can't work for me!
Thank you very much for your help!
Regards,
Christoph
-Ursprüngliche Nachricht-
Von: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] Im Auftrag von Misi Mladoniczky
Gesendet: Dienstag, 25. Oktober 2011 08:56
An: arslist@ARSLIST.ORG
Betreff: Re: AW: kind of selection
Hi,
If you go with my suggestion, you can have the same form underneath both
tables.
My idea was to MOVE things from left to right.
How to do this much depends on what end results your are trying to
accompli
Disable a users ability to update tickets
Need your advise if there is a way to set the security to disable a users ability to update tickets? Appreciate any feedbacks Thanks BMC Remedy AR v7.1 -Romeo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Disable a users ability to update tickets
Hi, This can be done on many levels. The basic thing would be to have a permission group that grants read access to a form and its field, and then assign that group to the user in question. Another group, that presumably already exists, allows for write access to the fields. The not-best-practice quick and dirty way would be to create a filter: Execute on Modify: Run if: ($USER$ = miz) Message: ERROR you can not modify tickets There are also alternative to give row level access, granting write access to certain tickets only. Search for that in the docs. 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. Need your advise if there is a way to set the security to disable a users ability to update tickets? Appreciate any feedbacks Thanks BMC Remedy AR v7.1 -Romeo ___ 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: Disable a users ability to update tickets
Hi Romeo, If you are talking Incidents here, then Incident Submitter permissions will allow the user to submit the incident but not modify it. Regards, SriSamSri Appecherla Mobile# +61 469747355 On Fri, Oct 28, 2011 at 7:43 PM, Romeo Birondo Jr romeo.birondo...@fairchildsemi.com wrote: Need your advise if there is a way to set the security to disable a users ability to update tickets? Appreciate any feedbacks Thanks BMC Remedy AR v7.1 -Romeo ___ 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
Filter Overlay deleted but not deleted
ARS 7.6.04 patch 1 I created an overlay of a filter per BMC, then I had to delete that overlay. When I did, the developer studio said it deleted it, then I would pull up the filter in the list again and it would say overlay. When I click on the filter to open it, it changes back to unmodified. So I tried to put it back into the overlay and it will error off saying that the overlay already exists. I switched boxes, performed the overlay on that box, then used migrator to compare the overlay between systems and it showed it to exist and match what I had done on the 2nd box. So the question is where is the overlay metadata for a filter stored? I have looked in the obvious metadata filter form and it just shows the main filter and flags if it is in overlay. I cannot find the entry for the actual overlay _o filter. And if I find it, can I just delete that record to clear this up? I have even tried pulling the filter into Custom and back to Base and it won't clear it up. I have even tried to migrate from the 2nd box, still no luck. Even Remedy support has no response to this point. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: WEBI reports in BMC Analytics
Create a Custom Sort order in the report. Use the same technique for other fields like 'Priority'. No report variables or Universe customization required. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Remedy on Demand - integrations
Hello, One of our clients is considering RoD and was given this information by BMC, which I believe is a pre-prepared script for when the question is asked: The OnDemand team has developed and offers an SSO AREA component and companion authentication library for mid-tier that can be configured in a variety of SSO scenarios. Generally, an SSO implementation requires some process, script, or 3rd party solution to be present at the customer site which takes responsibility for the actual authentication of the end-user. This on-premises process then provides the authenticated user's user-id to the Remedy environment. The user's password is not transmitted to Remedy, and the Remedy components do not perform the actual authentication of the user. The OnDemand AREA SSO component accepts the user-id in two distinct ways: through an HTTP header, or via a secure URL parameter. So the proposed solution is to tell clients that they are responsible for managing and maintaining their own SSO solution onsite, and passing an encrypted username to Mid Tier. This of course raises a number of questions: 1. Since when was simply passing an encrypted token with a username a serious security solution? Perhaps it could be tolerated between two internal systems, in a locked down environment with the user only having a limited amount of access to AR System, but it seems rather easy to encrypt Demo and login as an admin user. 2. The login request could be captured and replayed, making it all too easy for an attacker to login as someone else. 3. Who's going to pay and maintain the onsite integration, and how will that impact users who want seamless sign on through Integrated Windows Authentication? 4. How does this solution integrate with BMC Analytics (SAP Business Objects) and Dashboards? The text doesn't mention them, which suggests no-one has thought about it. There is good news: JSS have developed a solution with security and convenience in mind, so whilst these issues may be a problem for BMC, they aren't for SSO Plugin clients. John -- SSO Plugin for BMC http://www.javasystemsolutions.com/jss/ssoplugin ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Remedy on Demand - integrations
I'm surprised they don't support SAML based authentication. It's the standard way to handle authentication in the cloud space. Axton Grams On Fri, Oct 28, 2011 at 7:43 AM, John Baker jba...@javasystemsolutions.comwrote: Hello, One of our clients is considering RoD and was given this information by BMC, which I believe is a pre-prepared script for when the question is asked: The OnDemand team has developed and offers an SSO AREA component and companion authentication library for mid-tier that can be configured in a variety of SSO scenarios. Generally, an SSO implementation requires some process, script, or 3rd party solution to be present at the customer site which takes responsibility for the actual authentication of the end-user. This on-premises process then provides the authenticated user's user-id to the Remedy environment. The user's password is not transmitted to Remedy, and the Remedy components do not perform the actual authentication of the user. The OnDemand AREA SSO component accepts the user-id in two distinct ways: through an HTTP header, or via a secure URL parameter. So the proposed solution is to tell clients that they are responsible for managing and maintaining their own SSO solution onsite, and passing an encrypted username to Mid Tier. This of course raises a number of questions: 1. Since when was simply passing an encrypted token with a username a serious security solution? Perhaps it could be tolerated between two internal systems, in a locked down environment with the user only having a limited amount of access to AR System, but it seems rather easy to encrypt Demo and login as an admin user. 2. The login request could be captured and replayed, making it all too easy for an attacker to login as someone else. 3. Who's going to pay and maintain the onsite integration, and how will that impact users who want seamless sign on through Integrated Windows Authentication? 4. How does this solution integrate with BMC Analytics (SAP Business Objects) and Dashboards? The text doesn't mention them, which suggests no-one has thought about it. There is good news: JSS have developed a solution with security and convenience in mind, so whilst these issues may be a problem for BMC, they aren't for SSO Plugin clients. John -- SSO Plugin for BMC http://www.javasystemsolutions.com/jss/ssoplugin ___ 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
different View for Form
Hi all, we are not able to make a customization on a form of AR Server 7.1 . We have different views for the same form and we want to make sure that a view is the default view for all working groups, while another view of the same form is the default view for a single user group. We appreciate if someone could explain us how we could do it, because we try it with a active link but we have not achieved the expected results. Thank you in advance for your help ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Disable a users ability to update tickets
If you are running Submitter Mode = Locked then users CAN update their own tickets with only having xxxSubmitter permissions and an AR Read license. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of SriSamSri Appecherla Sent: Friday, October 28, 2011 5:04 AM To: arslist@ARSLIST.ORG Subject: Re: Disable a users ability to update tickets ** Hi Romeo, If you are talking Incidents here, then Incident Submitter permissions will allow the user to submit the incident but not modify it. Regards, SriSamSri Appecherla Mobile# +61 469747355tel:%2B61%20469747355 On Fri, Oct 28, 2011 at 7:43 PM, Romeo Birondo Jr romeo.birondo...@fairchildsemi.commailto:romeo.birondo...@fairchildsemi.com wrote: Need your advise if there is a way to set the security to disable a users ability to update tickets? Appreciate any feedbacks Thanks BMC Remedy AR v7.1 -Romeo ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are _attend WWRUG12 www.wwrug.comhttp://www.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
Displaying Remedy information in a NOC
I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Displaying Remedy information in a NOC
What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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
Re: Displaying Remedy information in a NOC
It's the first part of a NOC NOC joke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, October 28, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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: Displaying Remedy information in a NOC
Network Operations Center. Rick On Oct 28, 2011 10:18 AM, pritch pri...@ptd.net wrote: What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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: Displaying Remedy information in a NOC
Who's there? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.com | Site: www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/28/2011 10:23 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC It's the first part of a NOC NOC joke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, October 28, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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 __ This email has been scanned by the MessageLabs Email Security System. __ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Displaying Remedy information in a NOC
SCOM From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of john.athe...@schneider-electric.com Sent: Friday, October 28, 2011 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC ** Who's there? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.commailto:%20john.athe...@apcc.com | Site: www.apc.com/http://www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.commailto:tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 10/28/2011 10:23 AM Please respond to arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG To arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC It's the first part of a NOC NOC joke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, October 28, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are __ This email has been scanned by the MessageLabs Email Security System. __ _attend WWRUG12 www.wwrug.comhttp://www.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
Remedy on Demand - integrations
Axton: SAML doesn't appear to have taken off, we've been asked to support it about once in 2 years, and we found a much better solution for the client. It's very much over complicated, and OpenID seems to do it better. We've produced a video of this functionality: http://www.javasystemsolutions.com/jss/video/view/SSOPlugin-OpenID And you can wire BMC Analytics (SAP Business Objects) and BMC Dashboards into Google Mail too. Matt: The authentication source sits in the customer environment, but RoD has no solution to integrate with it beyond pass us an encrypted token. There's no common sense in that approach, as I've outlined. And OpenSSO always supported SAML, but OpenSSO was never designed for BMC products, hence why it's a bit of a dead donkey. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Displaying Remedy information in a NOC
That's what I thought - but before folks answer, need to make sure it's not some type of add-on in Remedy. The folks in our NOC log into the system and go to the dashboard page, just like any other user. - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:25:07 AM Subject: Re: Displaying Remedy information in a NOC ** Network Operations Center. Rick On Oct 28, 2011 10:18 AM, pritch pri...@ptd.net wrote: What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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 _attend WWRUG12 www.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
Re: Displaying Remedy information in a NOC
SCOM who? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.com | Site: www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/28/2011 10:26 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC ** SCOM From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of john.athe...@schneider-electric.com Sent: Friday, October 28, 2011 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC ** Who's there? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.com | Site: www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 10/28/2011 10:23 AM Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC It's the first part of a NOC NOC joke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, October 28, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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 __ This email has been scanned by the MessageLabs Email Security System. __ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ __ This email has been scanned by the MessageLabs Email Security System. __ _attend WWRUG12 www.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
Re: Displaying Remedy information in a NOC [I]
Classification: For internal use only Rick, I would suggest a fully bespoke dashboard page using flashboards to display useful information. i.e servers per location/data center etc. pritch pri...@ptd.net Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG 28/10/2011 15:34 Please respond to arslist@ARSLIST.ORG To arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC That's what I thought - but before folks answer, need to make sure it's not some type of add-on in Remedy. The folks in our NOC log into the system and go to the dashboard page, just like any other user. - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:25:07 AM Subject: Re: Displaying Remedy information in a NOC ** Network Operations Center. Rick On Oct 28, 2011 10:18 AM, pritch pri...@ptd.net wrote: What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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 _attend WWRUG12 www.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 --- 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 wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Displaying Remedy information in a NOC
Some SCOM-bag closer couldn't finish out the Ranger's season last night. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of john.athe...@schneider-electric.com Sent: Friday, October 28, 2011 9:38 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC ** SCOM who? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.commailto:%20john.athe...@apcc.com | Site: www.apc.com/http://www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.commailto:tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 10/28/2011 10:26 AM Please respond to arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG To arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC ** SCOM From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of john.athe...@schneider-electric.commailto:john.athe...@schneider-electric.com Sent: Friday, October 28, 2011 9:26 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC ** Who's there? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.commailto:%20john.athe...@apcc.com | Site: www.apc.com/http://www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.commailto:tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 10/28/2011 10:23 AM Please respond to arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG To arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC It's the first part of a NOC NOC joke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, October 28, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org/ attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com/ ARSList: Where the Answers Are __ This email has been scanned by the MessageLabs Email Security System. __ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ __ This email has been scanned by the MessageLabs Email Security System. __ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.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
Re: Displaying Remedy information in a NOC [I]
If you use the new Customized Home Page you can actually display a Dashboard and a custom forms that poll the other ITSM modules on an interval. Our NOC really just watches for Incidents so that makes it easier on me. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Paul Nicolaides Sent: Friday, October 28, 2011 9:39 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC [I] ** Classification: For internal use only Rick, I would suggest a fully bespoke dashboard page using flashboards to display useful information. i.e servers per location/data center etc. pritch pri...@ptd.netmailto:pri...@ptd.net Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 28/10/2011 15:34 Please respond to arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG To arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC That's what I thought - but before folks answer, need to make sure it's not some type of add-on in Remedy. The folks in our NOC log into the system and go to the dashboard page, just like any other user. - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:25:07 AM Subject: Re: Displaying Remedy information in a NOC ** Network Operations Center. Rick On Oct 28, 2011 10:18 AM, pritch pri...@ptd.netmailto:pri...@ptd.net wrote: What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.commailto:remedyr...@gmail.com To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.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 _attend WWRUG12 www.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 --- 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. _attend WWRUG12 www.wwrug.comhttp://www.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
SRM - Colors 'Branding'?
We're near launch of a new Remedy system. We plan to use the SRM (ServiceRequestConsole/enduser) as the 'front door' for all our tickets. We'd like to be able to do some tweaks on it, to 're-brand' it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We've asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren't doing more in the way of custom 'skins' for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services http://www.cns.ufl.edu www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'? [I]
Classification: For internal use only David, Why not create a totally new bespoke form from scratch and point it at the out of the box forms? 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 wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'?
Quick -- before you launch -- know your options... demo.kineticdata.com (Kinetic Request -- showing 3 different interfaces -- designed to do what you want out of the box) Check out: http://www.kineticdata.com/Products/KineticRequest/index.html And the best thing (OK - one of the best things) is after you tweak Kinetic to have the look/feel you want -- you can actually upgrade it too. (Try that with your other options) -John On Oct 28, 2011, at 9:34 AM, David Burdette wrote: ** We’re near launch of a new Remedy system. We plan to use the SRM (“ServiceRequestConsole/enduser”) as the ‘front door’ for all our tickets. We’d like to be able to do some tweaks on it, to ‘re-brand’ it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We’ve asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren’t doing more in the way of custom ‘skins’ for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'?
John, As much as some of us would LOVE to use your solutions, we can't. It is all a matter of $. We know our options and can't avail ourselves of them. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Friday, October 28, 2011 10:04 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** Quick -- before you launch -- know your options... demo.kineticdata.comhttp://demo.kineticdata.com (Kinetic Request -- showing 3 different interfaces -- designed to do what you want out of the box) Check out: http://www.kineticdata.com/Products/KineticRequest/index.html And the best thing (OK - one of the best things) is after you tweak Kinetic to have the look/feel you want -- you can actually upgrade it too. (Try that with your other options) -John On Oct 28, 2011, at 9:34 AM, David Burdette wrote: ** We're near launch of a new Remedy system. We plan to use the SRM (ServiceRequestConsole/enduser) as the 'front door' for all our tickets. We'd like to be able to do some tweaks on it, to 're-brand' it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We've asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren't doing more in the way of custom 'skins' for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.eduhttp://www.cns.ufl.edu/ : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEGhttp://www.kineticdata.com/Events/KEG.html Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG12 www.wwrug.comhttp://www.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
Re: SRM - Colors 'Branding'?
Not sure what version you're on, but look into the Skin feature that allows you to brand and color SRM forms basically leveraging CSS. Think it was a new feature around about 7.6.03. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Burdette Sent: Friday, October 28, 2011 9:34 AM To: arslist@ARSLIST.ORG Subject: SRM - Colors 'Branding'? ** We're near launch of a new Remedy system. We plan to use the SRM (ServiceRequestConsole/enduser) as the 'front door' for all our tickets. We'd like to be able to do some tweaks on it, to 're-brand' it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We've asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren't doing more in the way of custom 'skins' for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.eduhttp://www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.comhttp://www.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
ITSM 6.0 base installers for Linux OS needed?
Hello All, Due to OS change, we are migrating our remedy 6.3 environment from Solaris to Linux. I have found AR Server v6.3 patch 24 installer (Linux) but BMC support website doesnât have ITSM 6.0 base installers for Linux OS. Please let us know if anyone has base installers (HD, Change, approval server 6.0) available for Linux OS. Regards, Ravi S Dubey ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Interfacing with HP Asset Management.
Has anyone interfaced the ITSM Suite applications with HP Asset Management? If so, how did you do it? Do you know if HP Asset Management is the new name for Peregrine AssetCenter? Thanks. Stan Feinstein Project Remedies Inc. w. 310-230-1722. c. 310-428-5748 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Filter Overlay deleted but not deleted
Hi, It is probably the cache in Dev Studio that has come out of sync. Try opening a new workspace to verify this. I do not know exactly which files you need to clear out of your current workspace, but you will probably figure that out by comparing the two workspaces. 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. ARS 7.6.04 patch 1 I created an overlay of a filter per BMC, then I had to delete that overlay. When I did, the developer studio said it deleted it, then I would pull up the filter in the list again and it would say overlay. When I click on the filter to open it, it changes back to unmodified. So I tried to put it back into the overlay and it will error off saying that the overlay already exists. I switched boxes, performed the overlay on that box, then used migrator to compare the overlay between systems and it showed it to exist and match what I had done on the 2nd box. So the question is where is the overlay metadata for a filter stored? I have looked in the obvious metadata filter form and it just shows the main filter and flags if it is in overlay. I cannot find the entry for the actual overlay _o filter. And if I find it, can I just delete that record to clear this up? I have even tried pulling the filter into Custom and back to Base and it won't clear it up. I have even tried to migrate from the 2nd box, still no luck. Even Remedy support has no response to this point. ___ 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: different View for Form
Hi, There is only one Default Admin View per form. You can name the other view something like Group AAA View, and then have all users in this group enter Group AAA View as their view-preference. This can be changed in the AR System User Preferences form if you have centralized preferences. 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 all, we are not able to make a customization on a form of AR Server 7.1 . We have different views for the same form and we want to make sure that a view is the default view for all working groups, while another view of the same form is the default view for a single user group. We appreciate if someone could explain us how we could do it, because we try it with a active link but we have not achieved the expected results. Thank you in advance for your help ___ 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: SRM - Colors 'Branding'?
My experience (from what our customers ask for) Logo swapping and color replacement != branding... Compare: http://www.bk.com/ http://www.mcdonalds.com/us/en/home.html http://www.homedepot.com/ http://www.lowes.com/ And - not only that -- but the larger the company -- the more brands/themes/catalogs they want. So - not only do they want theming -- they want multi-theming, etc... So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route. And I get this info -- from the people who already tried to implement the alternative. I have found - the half-life of serious Request Management projects is about 1 year. (And that is - if they actually get past launching) You will find if you are successful or not - in that time frame. Of which -- when serious customers have finally come to the realization that the bundled service catalog does not cut the mustard -- then the come to us. Now of course -- you also get the drag-on of (next version will do X) -- blah blah blah... Kinetic has had theming (proper) since DAY 1... It was designed for it. BTW - All the big vendors ITSM suites come with a bundled Request Management - of which I find few companies actually like. (I am not just talking about our favorite one) You see that nice shiny floating thing in the water??? It comes bundled with a treble-hook -- beware... -John On Oct 28, 2011, at 10:30 AM, Nathan Aker wrote: ** Not sure what version you’re on, but look into the “Skin” feature that allows you to brand and color SRM forms basically leveraging CSS. Think it was a new feature around about 7.6.03. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Burdette Sent: Friday, October 28, 2011 9:34 AM To: arslist@ARSLIST.ORG Subject: SRM - Colors 'Branding'? ** We’re near launch of a new Remedy system. We plan to use the SRM (“ServiceRequestConsole/enduser”) as the ‘front door’ for all our tickets. We’d like to be able to do some tweaks on it, to ‘re-brand’ it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We’ve asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren’t doing more in the way of custom ‘skins’ for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Hardware Size (NAS) and DAS: ADDM 8.3
Hi, I selected the Customized report option in ADDM 8.3. - I have been browsing trying to find out which attribute would I select to see the Hardware Server disk size. I have host ram, serial, etc not the Physical hard drive (NAS / DAS). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'?
Oops -- sorry - I did not see this post until after I sent my last one. 7.7 sounds marvelous (egg on my face) BTW -- I have been in Remedy since (I think the number was 1.02) I seem to have heard the line before: -- so much better in the next version (but that is what I heard the last version) So much better in next - suggests current is weak (if you ask me). Side note: I remember an ITSM 5.5 presentation given in Chicago - where it was promised that this is the last time your ITSM data will not be automatically converted to the next version on upgrade. At the time -- the popular saying was I will eat my hat if . That saying was used in that presentation regarding ITSM. I witnessed the saying -- never the act :( Wondering -- does 7.7 do the no downtime upgrade as was mentioned at WWRUG? I am not in the beta - so I don't know. Would be awesome though. (OK - sorry for the rants -- but this is an area I TOTALLY CARE ABOUT - and have STRONG OPINIONS) -John On Oct 28, 2011, at 10:59 AM, Matt Laurenceau wrote: ** SRM has branding capabilities, that were demo'ed this week by Laurent during the 7.7 Beta weekly call. Should you want to be part of the 7.7 Beta Program, ping May Bakken at customer_progr...@bmc.com I have also seen rebrands of previous versions of SRM (but things are way easier/faster/better with 7.7). Have a great week-end, ~ Matt Laurenceau, BMC Software Senior Community Ambassador, BMC Communities Follow me @Matt_L Google Profiles, Skype:matt.laurenceau On Fri, Oct 28, 2011 at 5:26 PM, Sanford, Claire claire.sanf...@memorialhermann.org wrote: ** John, As much as some of us would LOVE to use your solutions, we can’t. It is all a matter of $. We know our options and can’t avail ourselves of them. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Friday, October 28, 2011 10:04 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** Quick -- before you launch -- know your options... demo.kineticdata.com (Kinetic Request -- showing 3 different interfaces -- designed to do what you want out of the box) Check out: http://www.kineticdata.com/Products/KineticRequest/index.html And the best thing (OK - one of the best things) is after you tweak Kinetic to have the look/feel you want -- you can actually upgrade it too. (Try that with your other options) -John On Oct 28, 2011, at 9:34 AM, David Burdette wrote: ** We’re near launch of a new Remedy system. We plan to use the SRM (“ServiceRequestConsole/enduser”) as the ‘front door’ for all our tickets. We’d like to be able to do some tweaks on it, to ‘re-brand’ it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We’ve asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren’t doing more in the way of custom ‘skins’ for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- ~ Matt Laurenceau, BMC Software Senior Community Ambassador, BMC Communities matthieu_laurenc...@bmc.com Follow me at @Matt_L Skype: matt.laurenceau _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: How to get the Users's license?
I created this form/program that collects the information on a 1 hour interval and records it. I'm on 7.5. Some interesting things in the returned data. Sometimes an Application Fixed license has a current license type of Read, other times it does not. I can't make heads or tails of it. I just chose to ignore the Current License Type for the Fixed licenses and instead opted to use the License Last Access Time in relation to the Collection Time to determine whether the user was actually using the license. Axton Grams On Wed, Oct 19, 2011 at 6:51 AM, Misi Mladoniczky m...@rrr.se wrote: 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 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are form.def Description: Binary data GetLicenseInfo.java Description: Binary data
Re: Remedy on Demand - integrations was an Ad
John, I don't actually see you answering or asking a real question here. Next time please prefix your post with AD: as this is clearly an attempted ad for your solution. Doesn't your solution require a 3rd party solution to be present at the customer site which takes responsibility for the actual authentication of the end-user? Daniel -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Baker Sent: October 28, 2011 8:44 AM To: arslist@ARSLIST.ORG Subject: Remedy on Demand - integrations Hello, One of our clients is considering RoD and was given this information by BMC, which I believe is a pre-prepared script for when the question is asked: The OnDemand team has developed and offers an SSO AREA component and companion authentication library for mid-tier that can be configured in a variety of SSO scenarios. Generally, an SSO implementation requires some process, script, or 3rd party solution to be present at the customer site which takes responsibility for the actual authentication of the end-user. This on-premises process then provides the authenticated user's user-id to the Remedy environment. The user's password is not transmitted to Remedy, and the Remedy components do not perform the actual authentication of the user. The OnDemand AREA SSO component accepts the user-id in two distinct ways: through an HTTP header, or via a secure URL parameter. So the proposed solution is to tell clients that they are responsible for managing and maintaining their own SSO solution onsite, and passing an encrypted username to Mid Tier. This of course raises a number of questions: 1. Since when was simply passing an encrypted token with a username a serious security solution? Perhaps it could be tolerated between two internal systems, in a locked down environment with the user only having a limited amount of access to AR System, but it seems rather easy to encrypt Demo and login as an admin user. 2. The login request could be captured and replayed, making it all too easy for an attacker to login as someone else. 3. Who's going to pay and maintain the onsite integration, and how will that impact users who want seamless sign on through Integrated Windows Authentication? 4. How does this solution integrate with BMC Analytics (SAP Business Objects) and Dashboards? The text doesn't mention them, which suggests no-one has thought about it. There is good news: JSS have developed a solution with security and convenience in mind, so whilst these issues may be a problem for BMC, they aren't for SSO Plugin clients. John -- SSO Plugin for BMC http://www.javasystemsolutions.com/jss/ssoplugin ___ 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: SRM - Colors 'Branding'?
Let it be noted I was not endorsing SRM over Kinetic, nor the merits of said functionality. I was simply noting an option to investigate in SRM to address the question posed. I personally still find it shocking that it took 3 or 4 major versions of SRM to get beyond the 10 question maximum for a service request. Nevermind the incredibly high complexity to capability ratio. And WHY CAN'T I NEST CONDITIONAL QUESTIONS PEOPLE!! Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Friday, October 28, 2011 11:32 AM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** My experience (from what our customers ask for) Logo swapping and color replacement != branding... Compare: http://www.bk.com/ http://www.mcdonalds.com/us/en/home.html http://www.homedepot.com/ http://www.lowes.com/ And - not only that -- but the larger the company -- the more brands/themes/catalogs they want. So - not only do they want theming -- they want multi-theming, etc... So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route. And I get this info -- from the people who already tried to implement the alternative. I have found - the half-life of serious Request Management projects is about 1 year. (And that is - if they actually get past launching) You will find if you are successful or not - in that time frame. Of which -- when serious customers have finally come to the realization that the bundled service catalog does not cut the mustard -- then the come to us. Now of course -- you also get the drag-on of (next version will do X) -- blah blah blah... Kinetic has had theming (proper) since DAY 1... It was designed for it. BTW - All the big vendors ITSM suites come with a bundled Request Management - of which I find few companies actually like. (I am not just talking about our favorite one) You see that nice shiny floating thing in the water??? It comes bundled with a treble-hook -- beware... -John On Oct 28, 2011, at 10:30 AM, Nathan Aker wrote: ** Not sure what version you're on, but look into the Skin feature that allows you to brand and color SRM forms basically leveraging CSS. Think it was a new feature around about 7.6.03. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Burdette Sent: Friday, October 28, 2011 9:34 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: SRM - Colors 'Branding'? ** We're near launch of a new Remedy system. We plan to use the SRM (ServiceRequestConsole/enduser) as the 'front door' for all our tickets. We'd like to be able to do some tweaks on it, to 're-brand' it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We've asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren't doing more in the way of custom 'skins' for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.eduhttp://www.cns.ufl.edu/ : Voice 352.273-1309 : Fax 352.392-1440 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com/ ARSlist: Where the Answers Are_ _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEGhttp://www.kineticdata.com/Events/KEG.html Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.commailto:john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.comhttp://www.kineticdata.com/ _attend WWRUG12 www.wwrug.comhttp://www.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
Remedy on Demand - integrations was an Ad
Daniel, It wasn't an advert. I was following the thread: OpenID and SAML are of a similar background and aim to achieve a similar outcome. Does our solution require an onsite third party tool? No, it doesn't, unless you count an AD as a third party solution. But if you had a third party solution, there are a number of options and unless you want to specify one, I can't really outline the solution. However, what I can state is that the concept of some random service encrypting a token and sending it to a Mid Tier in RoD is not going to work out without other measures. For example, if user A logs in to RoD using a URL: http://remedyondemand/arsys/home?auth=ENCRYPTEDTOKEN Then what stops user B wiresharking the URL, or reading it from the proxy log, etc? And what generates this URL? There's no solution here. John ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'? And Confusion
Thanks very much to all who have responded to my question; I have been able to mine substantial useful information out of the discussions. I am a bit puzzled on one point; and I imagine my puzzlement is only a symptom of my lack of familiarity with this whole constellation of topics. The puzzlement: some responders have referred to SRM as if it were somehow an optional/competing product, which should be considered as one possible alternative, amongst a field of options. I'm a management-type; I have a development team whom I'm supervising in a roll-out of a product we purchased, which I know as Remedy ITSM Suite. It was my impression that what I'm calling SRM - in the context of this list, and this inquiry - is a standard component of the Remedy ITSM Suite product, and is the component provided by BMC for users to initiate 'tickets' of various types into the Remedy system. Since I *thought* this was a Remedy-specific list, I thought my question, and its context, would be unambiguous. But it seems I'm reading about the relative merits of competing alternatives, and that (what I think of as) Remedy/SRM may not even EXIST. It may be a separate optional product, which may, or may not, be a normal part of a Remedy (whatever that is - I used to think I knew...) installation. I find myself bewildered and distressed, that I may have a completely erroneous concept of the product I *thought* I bought. But since we bought it from a 3rd-party (not BMC), and the consultants (of whom I've seen TOO MANY) are all independent contractors working (loosely) for the 3rd-party vendor, I may not have accurate information. In fact, I may have nothing but clever sales-pitches. Lawyers, politicians, vendors, and consultants... need I say more? I'm not even sure, at this point, what my question is - if I *have* a question. But I do think I have some direction to share with my developers on how to do SRM - Colors Branding. And I thank you for that. Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.eduhttp://www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Friday, October 28, 2011 3:30 PM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** Let it be noted I was not endorsing SRM over Kinetic, nor the merits of said functionality. I was simply noting an option to investigate in SRM to address the question posed. I personally still find it shocking that it took 3 or 4 major versions of SRM to get beyond the 10 question maximum for a service request. Nevermind the incredibly high complexity to capability ratio. And WHY CAN'T I NEST CONDITIONAL QUESTIONS PEOPLE!! Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Friday, October 28, 2011 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** My experience (from what our customers ask for) Logo swapping and color replacement != branding... Compare: http://www.bk.com/ http://www.mcdonalds.com/us/en/home.html http://www.homedepot.com/ http://www.lowes.com/ And - not only that -- but the larger the company -- the more brands/themes/catalogs they want. So - not only do they want theming -- they want multi-theming, etc... So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route. And I get this info -- from the people who already tried to implement the alternative. I have found - the half-life of serious Request Management projects is about 1 year. (And that is - if they actually get past launching) You will find if you are successful or not - in that time frame. Of which -- when serious customers have finally come to the realization that the bundled service catalog does not cut the mustard -- then the come to us. Now of course -- you also get the drag-on of (next version will do X) -- blah blah blah... Kinetic has had theming (proper) since DAY 1... It was designed for it. BTW - All the big vendors ITSM suites come with a bundled Request Management - of which I find few companies actually like. (I am not just talking about our favorite one) You see that nice shiny floating thing in the water??? It comes bundled with a treble-hook -- beware... -John On Oct 28, 2011, at 10:30 AM, Nathan Aker wrote: ** Not sure what version you're on, but look into the Skin feature that allows you to brand and color SRM forms basically leveraging CSS. Think it was a new feature around about 7.6.03. Nate. Nathan Aker ITSM Solution Architect McAfee, Inc. Direct: 972.963.7611 Mobile: 469.644.7402
Re: SRM - Colors 'Branding'? And Confusion
** David, Sorry this thread confused you. SRM is indeed part of the ITSM suite and can be installed- http://www.bmc.com/products/product-listing/53035210-143801-2527.html It sounds like this was done by the contractors who set your system up. But, you have to buy user licenses for allcustomers who will request services and the people who will manage SRM. A good discussion of the various license requirements and a document that explains it can be found on the BMC Developer community - https://communities.bmc.com/communities/docs/DOC-2975#comment-3042 You will need to the developer community to see the document. If you don't have a login, simply create one. A whole world of information will open up to you ;) Kelly Deaver kdea...@kellydeaver.com (ARSlist mail) Original Message Subject: Re: SRM - Colors 'Branding'? And ConfusionFrom: David Burdette dav...@ufl.eduDate: Fri, October 28, 2011 3:22 pmTo: arslist@ARSLIST.ORG** Thanks very much to all who have responded to my question; I have been able to mine substantial useful information out of the discussions. I am a bit puzzled on one point; and I imagine my puzzlement is only a symptom of my lack of familiarity with this whole constellation of topics. The puzzlement: some responders have referred to “SRM” as if it were somehow an optional/competing product, which should be considered as one possible alternative, amongst a field of options. I’m a management-type; I have a development team whom I’m supervising in a roll-out of a product we purchased, which I know as “Remedy ITSM Suite.” It was my impression that what I’m calling “SRM” – in the context of this list, and this inquiry – is a standard component of the “Remedy ITSM Suite” product, and is the component provided by BMC for users to initiate ‘tickets’ of various types into the Remedy system. Since I *thought* this was a “Remedy-specific” list, I thought my question, and its context, would be unambiguous. But it seems I’m reading about the relative merits of competing alternatives, and that (what I think of as) “Remedy/SRM” may not even EXIST. It may be a separate optional product, which may, or may not, be a normal part of a “Remedy” (whatever that is – I used to think I knew…) installation. I find myself bewildered and distressed, that I may have a completely erroneous concept of the product I *thought* I bought. But since we bought it from a 3rd-party (not BMC), and the “consultants” (of whom I’ve seen TOO MANY) are all independent contractors working (loosely) for the 3rd-party vendor, I may not have accurate information. In fact, I may have nothing but clever sales-pitches. Lawyers, politicians, vendors, and consultants… need I say more? I’m not even sure, at this point, what my question is – if I *have* a question. But I do think I have some direction to share with my developers on how to do “SRM – Colors Branding.” And I thank you for that. Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.edu: Voice 352.273-1309 : Fax 352.392-1440 From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan AkerSent:Friday, October 28, 2011 3:30 PMTo:arslist@ARSLIST.ORGSubject:Re: SRM - Colors 'Branding'? ** Let it be noted I was not endorsing SRM over Kinetic, nor the merits of said functionality. I was simply noting an option to investigate in SRM to address the question posed. I personally still find it shocking that it took 3 or 4 major versions of SRM to get beyond the 10 question maximum for a service request. Nevermind the incredibly high complexity to capability ratio. And WHY CAN’T I NEST CONDITIONAL QUESTIONS PEOPLE!! Nathan AkerITSM Solution Architect McAfee, Inc. From:Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of John SundbergSent:Friday, October 28, 2011 11:32 AMTo: arslist@ARSLIST.ORGSubject:Re: SRM - Colors 'Branding'? ** My experience (from what our customers ask for) Logo swapping and color replacement != branding... Compare: http://www.bk.com/ http://www.mcdonalds.com/us/en/home.html http://www.homedepot.com/ http://www.lowes.com/ And - not only that -- but the larger the company -- the more brands/themes/catalogs they want. So - not only do they want theming -- they want multi-theming, etc... So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route. And I get this info -- from the people who already tried to implement the alternative. I have found - the half-life of serious Request Management projects is about 1 year. (And that is - if they actually get past "launching") You will find if you are successful or not - in that time frame. Of which -- when serious customers have finally come to the realization that the
Re: SRM - Colors 'Branding'? And Confusion
Hi David, You can find several service request management (lower case) solutions that works with your BMC Remedy IT Service Management Suite. One of those is included as a standard component of the BMC ITSM Suite and that is the BMC Service Request Management application. The other solutions do not come with the BMC ITSM Suite and would need to be obtained in an additional step (and sometimes purchase). So if you did purchase the BMC Remedy IT Service Management Suite, then yes - you already have the BMC Service Request Management application. -David J. Easter Manager of Product Management, Remedy Platform BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of David Burdette Sent: Friday, October 28, 2011 1:22 PM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? And Confusion ** Thanks very much to all who have responded to my question; I have been able to mine substantial useful information out of the discussions. I am a bit puzzled on one point; and I imagine my puzzlement is only a symptom of my lack of familiarity with this whole constellation of topics. The puzzlement: some responders have referred to SRM as if it were somehow an optional/competing product, which should be considered as one possible alternative, amongst a field of options. I'm a management-type; I have a development team whom I'm supervising in a roll-out of a product we purchased, which I know as Remedy ITSM Suite. It was my impression that what I'm calling SRM - in the context of this list, and this inquiry - is a standard component of the Remedy ITSM Suite product, and is the component provided by BMC for users to initiate 'tickets' of various types into the Remedy system. Since I *thought* this was a Remedy-specific list, I thought my question, and its context, would be unambiguous. But it seems I'm reading about the relative merits of competing alternatives, and that (what I think of as) Remedy/SRM may not even EXIST. It may be a separate optional product, which may, or may not, be a normal part of a Remedy (whatever that is - I used to think I knew...) installation. I find myself bewildered and distressed, that I may have a completely erroneous concept of the product I *thought* I bought. But since we bought it from a 3rd-party (not BMC), and the consultants (of whom I've seen TOO MANY) are all independent contractors working (loosely) for the 3rd-party vendor, I may not have accurate information. In fact, I may have nothing but clever sales-pitches. Lawyers, politicians, vendors, and consultants... need I say more? I'm not even sure, at this point, what my question is - if I *have* a question. But I do think I have some direction to share with my developers on how to do SRM - Colors Branding. And I thank you for that. Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services www.cns.ufl.eduhttp://www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Nathan Aker Sent: Friday, October 28, 2011 3:30 PM To: arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** Let it be noted I was not endorsing SRM over Kinetic, nor the merits of said functionality. I was simply noting an option to investigate in SRM to address the question posed. I personally still find it shocking that it took 3 or 4 major versions of SRM to get beyond the 10 question maximum for a service request. Nevermind the incredibly high complexity to capability ratio. And WHY CAN'T I NEST CONDITIONAL QUESTIONS PEOPLE!! Nathan Aker ITSM Solution Architect McAfee, Inc. From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG]mailto:[mailto:arslist@ARSLIST.ORG] On Behalf Of John Sundberg Sent: Friday, October 28, 2011 11:32 AM To: arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG Subject: Re: SRM - Colors 'Branding'? ** My experience (from what our customers ask for) Logo swapping and color replacement != branding... Compare: http://www.bk.com/ http://www.mcdonalds.com/us/en/home.html http://www.homedepot.com/ http://www.lowes.com/ And - not only that -- but the larger the company -- the more brands/themes/catalogs they want. So - not only do they want theming -- they want multi-theming, etc... So - if you are looking to have a Service Catalog/Request Management application actually be an extension of your company -- Kinetic is a good route. And I get this info -- from the people who already tried to implement
What is an Advertisement
John and John and others with Products: When your response to a posting, as indicated by your posting being re. some previous subject, and it is of the form hey, use our products or services to solve that it is an Advertisement. Otherwise you would have responded directly to that person and not to the list. When the posting is not a response to a specified question, and then purely says Hey, I've got a great solution for blah, it is an unsolicited Advertisement. In either case, I expect the poster to follow protocol and in every case of the latter prefix with AD: Of course if it is the case that you think your product will solve a problem then we welcome the Advertising postings. I have been allowing a fair bit of latitude since I receive few complaints, But that being said, every now and then I feel a need to state the obvious. Some say, that is all I am capable of. Some say, his filters are out of order. Some say, that I have been watching Top Gear too much. But in the end, I am the ARSlist Founder. Happy Friday (except where it is already Saturday, in which case Happy Saturday) Daniel Lying by omission is lying, unless you are a lawyer in a court of law ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'? And Confusion
David, (I think I did mention I have been on this topic for 10+ years???) Yes - I understand your puzzlement and possible frustration. In Minnesota -- there was a company that was bundling frozen steaks - with a car windshield replacement. (Eventually a law was passed to prevent that kind of thing) For me -- I feel Request Management -- is WAY BEYOND an IT thing -- and should not be considered part of ITSM. Request Management is a business concept - which happens to be commonly delivered by an infrastructure Change - or possibly the reporting of some sort of Incident. (And I feel it is commonly done that way - because IT is usually the shopper for software) However -- if I think of some of our other university clients -- that is quite a small % of the types of Requests they look to make available. Things like: Request a transcript Report a theft Schedule a conference room Register a car Register a visitor Report a broken window (It is probably a 20 to 1 ratio of non-IT to IT) And TONS of others None of those are ITSM concepts - and are not (should not) be resolvable by Incident/Change management. So - therefore the concept of Work Orders comes up. However, in BMC that is a slippery slope -- as that translates to WICKED HIGH LICENSING COSTS. Now your people working Work Orders (admissions people, facilities, parking, resident assistants, etc...) need Remedy Generalist licenses (or some name like that). [[[ You will probably give them floating licenses as they don't log in that often to work a Work Order. However, those same people will come in and request things, report things, etc... (Ooops -- you just used your license -- even though you are not modifying anything (double darn) -- then the license police come around and -- well get out your wallet!!! ]]] I remember somebody saying Kinetic costs more $$$ -- I don't think that is true. So -- rock/hardplace... I feel it is appropriate to start thinking differently to approach Request Management issues. And I personally don't think connecting Request Management as part of an ITSM suite is appropriate. Kinetic Request - is designed to be an Enterprise Request Management Application - and as a result - does not have concepts of Incidents/Change etc... We treat Incident/Change and ??? - as possible fulfillment targets behind a request. (Just as we would consider your HR system, finance system, facilities system) So -- if somebody asks for a transcript (via Kinetic Request) -- we would send that to your admissions dept (or wherever appropriate) -- it would however -- never become an Incident or a Change... (I debated putting this in -- but it is true) On the topic of lawyers: my personal experience is the (product not to be mentioned) is the #1 product produced by (company not to be mentioned) that has lawsuits and people and companies fired. Too bad nobody likes to mention that stuff. BTW - it seems to get wrapped up in the agreement - that it is not to be discussed :( Also -- I personally invite you to our first ever users conference: KEG (Kinetic Enthusiasts Group). (See my signature below -- for links) It will be a great place to ask how do you like X, What don't you like about X, etc... Hopefully it will help you to be pointed in the right direction. If SRM is right for you -- awesome... If it is not -- maybe Kinetic is good for you (double awesome)... And -- maybe a custom solution is right for you. (darn, talk expensive) And if Kinetic cannot make you happy (in it's current version) - let me know (directly) -- and I will see that the product will be improved to meet your needs - in the next version. (However -- I would be surprised if our version that has been shipping for 2 years doesn't fit your needs) (Is it perfect? no -- Does it meet the needs? typically-yes) -John On Oct 28, 2011, at 3:22 PM, David Burdette wrote: ** Thanks very much to all who have responded to my question; I have been able to mine substantial useful information out of the discussions. I am a bit puzzled on one point; and I imagine my puzzlement is only a symptom of my lack of familiarity with this whole constellation of topics. The puzzlement: some responders have referred to “SRM” as if it were somehow an optional/competing product, which should be considered as one possible alternative, amongst a field of options. I’m a management-type; I have a development team whom I’m supervising in a roll-out of a product we purchased, which I know as “Remedy ITSM Suite.” It was my impression that what I’m calling “SRM” – in the context of this list, and this inquiry – is a standard component of the “Remedy ITSM Suite” product, and is the component provided by BMC for users to initiate ‘tickets’ of various types into the Remedy system. Since I *thought* this was a “Remedy-specific” list, I thought my question, and its context, would be unambiguous. But it seems I’m reading about the
Friday humor
Funny observation: Best of Suite = BS OK - now I am turning off my computer!!! -John -- John Sundberg Save the Date! First Annual KEG - Kinetic Enthusiasts Group Feb. 29th - Mar. 2nd 2012 in Denver CO For more information click here - KEG Kinetic Data, Inc. Building a Better Service Experience Recipient of: WWRUG10 Best Customer Service/Support Award WWRUG09 Innovator of the Year Award john.sundb...@kineticdata.com 651.556.0930 I www.kineticdata.com ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Interfacing with HP Asset Management.
On your second question, yes, HP Asset Manager was Peregrine AssetCenter. Lyle From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Friday, October 28, 2011 9:36 AM To: arslist@ARSLIST.ORG Subject: Interfacing with HP Asset Management. ** Has anyone interfaced the ITSM Suite applications with HP Asset Management? If so, how did you do it? Do you know if HP Asset Management is the new name for Peregrine AssetCenter? Thanks. Stan Feinstein Project Remedies Inc. w. 310-230-1722. c. 310-428-5748 _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Interfacing with HP Asset Management.
We haven't yet - but may be embarking on that next year to pull data into CMDB. There are some articles on BMC communities concerning open source 1 way connectors, see: https://communities.bmc.com/communities/docs/DOC-1741 https://communities.bmc.com/communities/docs/DOC-1742 you may also want to look at Seemless products as they have some third party connector products www.seamlessti.com/products.html http://www.seamlessti.com/products.html , Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ | From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Friday, October 28, 2011 10:36 AM To: arslist@ARSLIST.ORG Subject: Interfacing with HP Asset Management. Has anyone interfaced the ITSM Suite applications with HP Asset Management? If so, how did you do it? Do you know if HP Asset Management is the new name for Peregrine AssetCenter? Thanks. Stan Feinstein Project Remedies Inc. w. 310-230-1722. c. 310-428-5748 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ font face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.br ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: Interfacing with HP Asset Management.
You could also check out this company's services: Build a Multisource CMDB with HP's Universal CMDB Atrium http://www.linium.com/practices/optimize/events/webinarbuildamultisource hpuniversalcmdbwithatrium Regards, Andrew Goodall Software Engineer 2 | Development Services | jcpenney . www.jcp.com http://www.jcp.com/ From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Stanley Feinstein Sent: Friday, October 28, 2011 10:36 AM To: arslist@ARSLIST.ORG Subject: Interfacing with HP Asset Management. Has anyone interfaced the ITSM Suite applications with HP Asset Management? If so, how did you do it? Do you know if HP Asset Management is the new name for Peregrine AssetCenter? Thanks. Stan Feinstein Project Remedies Inc. w. 310-230-1722. c. 310-428-5748 _attend WWRUG12 www.wwrug.com ARSlist: Where the Answers Are_ font face=monospacesize=-3brThe information transmitted is intended only for the person or entity to which it is addressed and brmay contain confidential and/or privileged material. If the reader of this message is not the intendedbrrecipient, you are hereby notified that your access is unauthorized, and any review, dissemination,brdistribution or copying of this message including any attachments is strictly prohibited. If you are notbrthe intended recipient, please contact the sender and delete the material from any computer.br ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: Where the Answers Are
Re: SRM - Colors 'Branding'?
David - We opted to use KineticData for this and other inflexibilities and to take advantage of its powerful Request and Survey Mgt functions. Their tool is friendly and intuitive. I'd be glad to show you our instance(s) if you drop me a line. We can do a http:\\join.me next week. Sorry to hear of your dilemma, but I am sure you can bring your service items to life very quickly, and use your CSS brand and color schemas very easily. Sent via BlackBerry by ATT -Original Message- From: David Burdette dav...@ufl.edu Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 28 Oct 2011 10:34:25 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: SRM - Colors 'Branding'? We're near launch of a new Remedy system. We plan to use the SRM (ServiceRequestConsole/enduser) as the 'front door' for all our tickets. We'd like to be able to do some tweaks on it, to 're-brand' it to look more like our other web pages. This would involve such things as logo, colors, banner, footer. We've asked around and been told the only thing that can be changed is the logo-graphic (top-left corner). I just find it difficult to believe that other companies aren't doing more in the way of custom 'skins' for the SRM user-interface. Does anyone have any suggestions they can offer regarding how we might accomplish this? Regards, -dpb- David Burdette; Assistant Director, Computing Infrastructure Services University of Florida; Computing and Networking Services http://www.cns.ufl.edu www.cns.ufl.edu : Voice 352.273-1309 : Fax 352.392-1440 ___ 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: Displaying Remedy information in a NOC
Network Operations Center Use Flashboards...and refresh every 10-15 minutes...but what data are you looking to show? SLM related or just status of Events, Requests, etc. Sent via BlackBerry by ATT -Original Message- From: Tommy Morris tommy.mor...@radioshack.com Sender: Action Request System discussion list(ARSList) arslist@ARSLIST.ORG Date: Fri, 28 Oct 2011 14:26:43 To: arslist@ARSLIST.ORG Reply-To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC SCOM From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of john.athe...@schneider-electric.com Sent: Friday, October 28, 2011 9:26 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC ** Who's there? _ John Atherly | APC by Schneider Electric | Information, Process Organization (IPO) | Remedy Administrator / Developer Phone: +305-266-5005 ext. 237 | Email: john.athe...@apcc.commailto:%20john.athe...@apcc.com | Site: www.apc.com/http://www.apc.com/ | Address: 703 Waterford Way, Suit 850, Miami, FL 33126 USA *** Please consider the environment before printing this e-mail Tommy Morris tommy.mor...@radioshack.commailto:tommy.mor...@radioshack.com Sent by: Action Request System discussion list(ARSList) arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG 10/28/2011 10:23 AM Please respond to arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG To arslist@ARSLIST.ORGmailto:arslist@ARSLIST.ORG cc Subject Re: Displaying Remedy information in a NOC It's the first part of a NOC NOC joke -Original Message- From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of pritch Sent: Friday, October 28, 2011 9:18 AM To: arslist@ARSLIST.ORG Subject: Re: Displaying Remedy information in a NOC What's a NOC? - Original Message - From: Rick Cook remedyr...@gmail.com To: arslist@ARSLIST.ORG Sent: Friday, October 28, 2011 10:10:05 AM Subject: Displaying Remedy information in a NOC ** I have been tasked with coming up with some solutions for how to display a Remedy dashboard in the NOC. What kinds of solutions are you all using? I thought that the easiest way would be to simply display the mid-tier web page. Is that workable? They want the data to be pretty much real time. Rick _attend WWRUG12 www.wwrug.comhttp://www.wwrug.com ARSlist: Where the Answers Are_ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.orghttp://www.arslist.org attend wwrug12 www.wwrug12.comhttp://www.wwrug12.com ARSList: Where the Answers Are __ This email has been scanned by the MessageLabs Email Security System. __ _attend WWRUG12 www.wwrug.comhttp://www.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
